---------------------------------------------------------------------------- The Florida SunFlash Sun CallTracker for Resellers SunFLASH Vol 51 #14 March 1993 ---------------------------------------------------------------------------- ************************************************************************* * Sun CallTracker(TM) - A Reseller Tool * * * * - A powerful, full-featured call management system that supports * * the service request process from start to finish * * * * - Allows for submission, assignment, escalation, resolution, * * closure and reporting of end-user service requests * * * * - A knowledge management feature enables storage of solutions * * for future reference * * * * - Customizable for the specific needs of the resellers' help desk * * environment * * * * - Highly integrated with SunNet(TM) Manager * * * ************************************************************************* The Sun Microsystems Computer Corporation [SMCC(TM)] WorldWide Customer Support organization is pleased to announce Sun CallTracker(TM), the first in a series of tools that will be released to work in conjunction with Sun's HelpDesk(TM) Tools product to facilitate problem resolution. Sun CallTracker enables resellers who have established internal help desks to quickly and effectively track and resolve their customers' service requests. Sun CallTracker's comprehensive toolset includes a complete, integrated service request management system which handles the customers' requests from submission to closure, reducing the time required to solve problems. The knowledge-management feature which allows for storage of solutions from previous requests enables the help desk to provide consistent solutions, even during off hours or peak problem periods. And, because time is not spent developing solutions that already exist, productivity increases. For those very difficult problems that cannot be resolved at the reseller's help desk, Sun CallTracker can forward details of the problem quickly and efficiently to experts at a Sun Technical Support Center. There, Sun engineers can simulate the customer environment, run internal diagnostic tests, and analyze--and resolve--even the most complex technical issues. CallTracker provides a completely automated electronic means of tracking and solving customers' problems from submission to closure. SMCC has elected to resell this product developed by Remedy Corporation(TM) as its functionality, ease of use and economical price make it the best match for the needs of our resellers. Our customers get the best of both worlds - a highly sophisticated and functional call management system developed by a corporation which specializes in the development of call management software, and a single source for worldwide support of the product from SMCC's worldclass service and support organization. FEATURES AND BENEFITS --------------------- Feature Benefits Built-in service request screen * Reseller can choose the format that schemas bests suits their customers Customizable schemas * Can be suited to any help desk environment * No programming knowledge required Macro feature * Saves time when involved in repetitive operations Automatic assignment of tasks * Facilitates the call flow process to help desk staff members * Expedites call resolution by assigning the call to the appropriate person Automatic call prioritization * Escalates problems based on criteria established by the help desk personnel facilitating faster resolution of critical problems Electronic escalation of difficult * Shortens time to resolve customers problems to a Sun Technical Support * Facilitates the transfer of Center information needed to solve problems * Increases productivity of the help desk staff as they only have to enter the problem data once Quality metrics reporting * Improves the effectiveness of the help desk * Ensures customer satisfaction Knowledge-management - storage of * Consistent solutions provided to information regarding previously customers solved problems * Fast, accurate answers * Increased productivity of the help desk Integration with SunNet Manager * Provision of proactive support - can automatically trigger a service request to the help desk when appropriate Adminstrator Tool * Facilitates administration of the call management process Notification Tool * Keeps customers and help desk staffers informed of the status of service request throughout the duration of the process Intuitive GUI * Easy to learn * Easy to use HARDWARE AND SOFTWARE CONSIDERATIONS ------------------------------------ Requires the following: Sun SPARCstation(TM) system 16MB RAM Minimum 10 MB free disk space SunOS(TM) 4.x-based operating system OpenWindows(TM) Version 2 or 3 Sybase(R), Informix(R), ORACLE(R) database or UNIX(R) flat file AVAILABILITY ------------ Sun CallTracker is quotable and orderable January 4, 1993. A version of the product is shipping on the HelpDesk Tools 1.2 CD for which a license may be purchased to enable full utilization of the product. HelpDesk Tools 1.2 will begin shipping the week of January 4, 1992. QUESTIONS AND ANSWERS --------------------- Q. Who is Sun targeting with the Sun CallTracker product? A. We are targeting Sun resellers who have established or are interested in setting up internal help desks to support their customers. The product will assist them in being more efficient and productive in solving their customers' problems in a timely manner. Q. Can I buy Sun CallTracker if I am not a reseller? A. Initially, we have co-packaged the product with the HelpDesk Tools product as the customers who receive the Sun HelpDesk Tools CD-ROM are the exact customers we are targeting with CallTracker. Such co- packaging allows them to evaluate the product and, if desired, purchase it. If we find significant demand for the product in the broader end- user customer base, we will evaluate creating a stand-alone package and end-user pricing. Q. What are the limitations on the demo version being distributed on the HelpDesk Tools CD-ROM? A. The entire Sun CallTracker binary as well as on-line documentation will be included on the HelpDesk Tools CD. However, it will not be fully functional until the customer buys a password from Sun. The customer can evaluate the product using this binary, but it would have limited func- tionality in that he could only submit a total of 50 service requests. A message will then appear stating that he needs to purchase a license in order to enter additional records. Q. How many users are entitled to use the software upon purchasing the License? A. The Server License entitles the following people to access the product: 1) 3 HelpDesk Staff Users These users are entitled to administer the database including such tasks as configuring users, modifying data entry schemas and building links and filters. 2) Unlimited client (customer) submit licenses which means anyone can submit a problem to CallTracker Q. What happens if a reseller has more than 3 people working on their help desk staff? A. An Extra Support Staff License is available for purchase at an additional fee. Q. A database has been mentioned a number of times. Does I have to have a database product installed in order to run CallTracker? A. No. Sun CallTracker can operate with a UNIX flat file. However, as the number of service requests increases, performance will be significantly enhanced by using a comercially available relational database. Q. What databases are compatible with CallTracker? A. CallTracker is compatible with Sybase, Informix and ORACLE. Q. How will CallTracker users get support? A. Sun will provide software support for the CallTracker product. There is the standard 90-day warranty on the software during which time they are entitled to call the Sun Solution Center for support. After that time, customers who want to receive CallTracker phone support and updates/upgrades will be able to get it by paying a monthly support fee. PRICING AND ORDERING INFORMATION -------------------------------- The following items appear on the Reseller price list: Order List Discount Same Day Description Number Price Category Service Price ======================================================================== Server License, PRM-SCT-X-X-X-S0 $9,995 B $90 3 RTUs, On-line Documentation Extra Support Staff PRM-SCT-X-X-X-EU0 $1,495 B $15 License (1 RTU) Specifications are subject to change without notice. (c) 1993 Sun Microsystems, Inc. Sun, Sun Microsystems, the Sun logo, Sun CallTracker, SunNet Manager, HelpDesk, SunOS and OpenWindows are trademarks or registered trademarks of Sun Microsystems, Inc. All SPARC trademarks, including the SCD Compliant logo, are trademarks or registered trademarks of SPARC International, Inc. SPARCstation is licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. UNIX is a registered trademark of UNIX System Laboratories, Inc. All other product or service names mentioned herein are trademarks of their respective owners. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ For information send mail to info-sunflash@Sun.COM. Subscription requests should be sent to sunflash-request@Sun.COM. Archives are on solar.nova.edu, uunet.uu.net, sunsite.unc.edu, src.doc.ic.ac.uk and ftp.adelaide.edu.au All prices, availability, and other statements relating to Sun or third party products are valid in the U.S. only. Please contact your local Sales Representative for details of pricing and product availability in your region. Descriptions of, or references to products or publications within SunFlash does not imply an endorsement of that product or publication by Sun Microsystems. John McLaughlin, SunFlash editor, flash@Sun.COM. (305) 776-7770.