These features enable you to perform successful and efficient support session for your employees.

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Rosalyn Letitia Peters
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1 REMOTE CARE - FAQs REMOTE CARE - BUSINESS FAQ'S What CommuniTake Remote Care (CRC) is for? With CommuniTake Remote Care (CRC) you can remotely view and operate an employee s mobile phone as if you are holding it in your hands, while simultaneously talking with the device holder regardless of the phone s actual location. The application provides you with the following: Complete remote control device replica including touch screen support Fully operational device panel adjusted by the target device including, simultaneous and long keystroke. On-screen drawing objects: free drawing; ellipse; arrow; clear screen Replica screen view magnifier Automated navigation and installation shortcuts Quick links to URLs Data input by user s keyboard Device diagnostics Applications management: view; activate; deactivate; refresh Device data management: view; load; copy; delete Textual chat ios remote configuration One-click APN settings Floating device replica on top of other applications Suspended remote session for user privacy Automatic reconnect account management (Symbian devices) Remote PC takeover These features enable you to perform successful and efficient support session for your employees. How can I benefit from CRC? Remote Device Care allows you to improve the support practices for mobile device in your organization. Once you can see the device and remotely operate it, you are not dependent on the competence of the device holder nor the availability of and external support vendor. The professionals and the executives in your organization will benefit from their advanced phones for better fulfillment of their daily tasks. Sensitive information will be kept internal without the need to sharing it with external support agents for issue resolution. Given through Software as a Service (SaaS), it frees you from purchasing hardware or software and the monthly subscription fee allows you total control of your cost. 1 All Rights Reserved. Property of CommuniTake Technologies Ltd.

2 How can CRC improve support metrics? CRC can improve performance metrics in the following ways: 1. Reduce Average Handling Times for complex calls such as configuration. Calls can be reduced by as much as 4%-64%. Also use of quick access macros for one-click navigation of the device or oneclick installation of applications or application updates can significantly reduce the time of a call. Finally, pre-installation of the device client can make the connection process very speedy further reducing call times 2. First Call Resolution The ability of both Tier 1 and Tier 2 agents to visualize the problem and to immediately diagnose and solve the problem will greatly increase FCR. FCR can be increased by 10%- 50%. Furthermore, the ability to handover an ongoing support session to another agent (Tier1 to Tier 2 or Supervisor etc.) enables completion of the call without disconnection or requiring the customer to call again. 3. Repeat Calls Following in increase in FCR, Repeat Calls can be reduced by 10%-50%. 4. No Fault Found Device Returns By having a support agent access the device before the customer returns to the store, or at the least while in the store but before sending the device back for repair, many issues with the device that are actually configuration issues rather than hardware issues can be identified and fixed. This will eliminate one of the biggest cost issues in the area today Device Repair Returns. 5. Customer Satisfaction the experience a customer has from receiving remote support is excellent. It leaves the customer with the feeling that his CSP or support provider is taking the best care of him that is possible and has the most modern tools at his disposable. It also gives the sense that the support agent is an expert in the device. Can I remotely operate a device without the awareness of the device holder? You cannot remotely operate a device without the awareness of the device holder. The device holder has to direct the connection access point (in prompted) and approve the legal disclaimer. The device holder streamlines the connection process and without his approval, the remote support connection will be terminated. Is the solution delivered in SaaS? On-premise installation? The implementation/delivery method of the solution can either be on a shared resource SaaS server or installed on premise in the customer's environment. The choice is the customer's where the advantages of SaaS are numerous: fast time to market, automatic application of new versions with fixes and improved functionality, lower operations costs and burden on the customer's IT, etc. However, we can undertake an implementation project either alone or in partnership with an integrator in order to install the system on premise which can also provide increased interface and integration options with the customer's internal systems. 2 All Rights Reserved. Property of CommuniTake Technologies Ltd.

3 Which mobile operating systems and versions are supported by the CRC? The CRS solution supports the following mobile operating systems and versions: Android 2.3 and beyond; ios 5.0 (remote configuration only); BlackBerry OS version and 10.2 and beyond; Nokia s Symbian S60, Symbian^ 3; Maemo; MeeGo; Windows Mobile 5, 6 and 6.5. Can I remotely support more than one device at the same time? Yes. You should open another browser window and support the new device. Can a technical support expert get access to my device s private data? A technical support expert can access on-device private data but he cannot do it without your awareness to it. Whatever the technical expert is doing, it is presented on the device s screen and you can monitor all his activities. Furthermore, once he wishes to access the data files, the application will solicit access permission from you. Can I remove the remote support application from the device after the remote support session? You can remove the remote support application from the device like any other on-device application. However, please note that you will have to reinstall it on the next remote support session. How do I uninstall the remote support application? Removing the remote support application from the device is done by using the device's application / downloads manager. For example, in BlackBerry, you should select Menu and then Downloads menu. Look for application called "RIMClient, select Options and then select Remove. Alternatively, you can select Menu then select Options then select Advanced Options then select Applications. Look for an application named RIMClient and select Options to remove it. What about Windows and OSX support? CRC is capable of supporting Windows and OSX systems assuming that the PC can be reached via the internet. The exact same user interface is used. The device client is sent via or messenger etc. and once a PIN is provided, the support agent has full visibility of the customer's PC. 3 All Rights Reserved. Property of CommuniTake Technologies Ltd.

4 What about ios support? ios does not allow full, general remote support in that it is not possible to run in background and capture the screen or to execute keystrokes that enable remote operation of the device. We have implemented "remote configuration" that allows an agent to configure a range of items on an ios device such as , VPN, Wi-Fi and other settings. The agent fills out a form which creates a profile for the device. The profile is then posted on a server and a link to this profile is sent to the end customer. Once the end customer opens the URL and provides a PIN code, the profile is activated on the device which configures the specific profile function. Furthermore, CRC allows the device holder to share screen captures view in real time. We are able to embed our functionality into a specific application which will enable remote screen view of the functioning application. This can be provided to mobile application developers who wish to have an advanced "help me" function. What about Windows Phone support? CRC cannot currently support Windows Phone as this Operating System has not yet provided the required functions that we need. We are working with our partners, to engage Microsoft in order to achieve this at the earliest possible time. What administration tools are available? CSC has a full back office suite of applications that provide for full administration of the platform. These include the following: 1. User Management create users and groups including profiles for access rights that are selfdefined by the operator/service provider. 2. Replay Sessions See a list of recent sessions and access previously recorded sessions to review the actions that were taken in this session. 3. Reporting reports are provided as standard. In addition, it is possible to extract the data to any external reporting engine for further analysis according to the needs of the service provider. 4 All Rights Reserved. Property of CommuniTake Technologies Ltd.

5 REMOTE CARE - TECHNICAL FAQ'S What are the prerequisites to operate Remote Care? Each agent workstation or Citrix server must have the following software installed: Internet Browser (IE 6, 7, 8, 9; Firefox; Chrome). Sun Java JRE 1.6 with minimum version of Access ports: Port 80: http; Port 443: SSL-based TCP The ports must have access to the following IP address: Server IP Port Region support.communitake.com /443 World r1.communitake.com (TCP) Europe (default) r2.communitake.com (TCP) USA East r3.communitake.com (TCP) Israel r4.communitake.com (TCP) South America r5.communitake.com (TCP) Singapore r6.communitake.com (TCP) China R7.communitake.com (TCP) India I cannot establish a remote support with the mobile device what should I do? If you cannot establish a remote support connection, make sure the following: You have Java 6 release 27 or higher installed on your PC. If not, please install. You have Internet access free from firewall limitations. If not, ensure with your network manager to open it. The SMS was sent successfully to the target device. If not, make sure that SMS services work properly. Make sure that the device holder has a defined and working Internet access point. Make sure that the date on the supported device is correct. 5 All Rights Reserved. Property of CommuniTake Technologies Ltd.

6 How the connection process is changed once the device client is already installed on the device? Once the device client is installed on the target device, the connection process can also be established by manually activating the device client: the device holder should navigate to the Menu and from there to the Applications area (in BlackBerry it will appear on the Downloads area) and locate the device client marked by CommuniTake logo. The device holder should manually select to activate (open) the device client and conclude the connection process by selecting Internet access point (if prompted) and approving the Disclaimer / Terms of use. I have installed the remote support application on a BlackBerry device and it asks me to reboot. What should I do? Sometimes, after installing the application the device will prompt you to restart the device. You should do so by clicking on "Reboot. Once the device restarts, you should manually launch the remote support application. I have installed the application on a BlackBerry device and it asks me to set permissions. What should I do? This is a standard part on any BlackBerry application installation. When the program starts, the device will prompt you to view the changes to the application control permission. You should press "View. Once the device presents you with the permissions changes, you should press Back and then select Save to save the changes. I get the message TCP Connection Error on my PC what does that mean? You do not have TCP access. The organization s network access policy and firewall must be configured to allow the following access to CommuniTake s servers from the technical expert PC: Port 80 http access and Port 443 SSL-based TCP access. Make sure that your network manager allows you SSLbased TCP access through port 443. I get the message http failed to connect on my mobile phone what does that mean? It means that there is no data connection. It indicates that there is an Internet access point problem in your device. You should make sure that the Internet access point is well defined and that you have the ability to connect to the Internet. You may want to try and use another access point, if available. 6 All Rights Reserved. Property of CommuniTake Technologies Ltd.

7 I am asked for a PIN on my phone when trying to connect. Why and what should I do? On some instances of the first remote support session to a device, you may be required to enter a PIN code. This PIN is used to connect between the technical expert and the device. The PIN code appears on the Connecting page of the technical expert application. When trying to install on my Symbian device I get a certificate error. What should I do? You should make sure that the time and date on the device are correct. The BlackBerry installation fails with error 907. What should I do? You should try to reinstall the remote support application device client. How can I prevent deletion of device s data during a remote support session? The remote support application is already built for that. Once the technical support expert wishes to manage your on-device data files (delete, copy etc.), the application will generate tow events: 1. It will ask you to approve the data management event. 2. It will block the technical support expert from doing any action prior to your approval. Only after your approval or canceling, the technical support expert will be able to continue and operate the system, based on your indication. Does CommuniTake Remote Care operate on a 2G network? CRC operates on a 2G network. However, this network does not allow for a simultaneous voice call and remote support connection. As such, it is recommended to guide the device holder to use only the textual chat feature and not the voice call or use a different phone for a voice dialog when the remote support runs. The application response time might be a little slower in compare to 3G network. What is the required bandwidth for the remote support connection? CRC is built to operate on fast and slow data networks. It consumes about 150k/minute. 7 All Rights Reserved. Property of CommuniTake Technologies Ltd.

8 What end-user data is stored on the server and for how long? This depends upon whether or not sessions are being recorded or not. 1. If the session is not being recorded, the only information that is recorded during a session is the IMEI, MSISDN and IP address of the end customer as well as Call center related information such as the agent name, time/date and duration of the session. Should the support organization require, we can scramble the IMEI and MSISDN so that there will be way to trace a specific session back to a specific end user 2. If the session is being recorded, then, in addition to the above information, the diagnostics of the device at the time of the session are recorded as well as full screen captures of the phone and a record of all commands and actions (agent and customer) that took place during the session. 3. There is also a possibility to store the installed and running applications on the device at the time of the session Currently, session data is retained indefinitely, but the support organization can define the retention period for this data. 8 All Rights Reserved. Property of CommuniTake Technologies Ltd.

REMOTE CARE USER GUIDE

REMOTE CARE USER GUIDE COMMUNITAKE TECHNOLOGIES End User Functional Guide Copyright 2016, CommuniTake Technologies Ltd. Yokneam, Israel. All rights reserved. For a hard-copy book: No part of this publication may be reproduced,