mobile agent
Gary Sherman
March 1, 2011

Big Thanks! to all those that attended today’s webinar on Mobile solutions for Clarify / Dovetail.

We had a rockin’ good turnout, and some great questions from attendees.

Presentation .prezi-player { width: 550px; } .prezi-player-links { text-align: center; }

Mobile systems for Clarify & Dovetail on Prezi

More Info on Dovetail Mobile

Marketing: http://clarify.dovetailsoftware.com/user-applications/mobile/

Technical: http://dovetal.es/dtMobile

Additional Questions?

Feel free to contact me. We can discuss Mobile, Clarify, Dovetail, debate Fender vs. Gibson, or just about whatever.

Call for Ideas

Have an idea for a topic for a future session? Please share! We’d love to hear your ideas.
Interested in presenting, or co-presenting a session? That would be great!

You can leave a comment here, or drop me an email at gary@dovetailsoftware.com


Kevin Miller
July 29, 2010

We ran into trouble with a web applications deployment of our only .Net product without a windows installer. Little did we know when you zip up a web application, have your on-site expert consultant download said zip file and extract it with Windows Explorer (Note: it does not happen with WinRar or 7zip) You will run into this exception trying spin up that web application.

Security Exception

Description: The application attempted to perform an operation not allowed by the security policy.  To grant this application the required permission please contact your system administrator or change the application’s trust level in the configuration file.

Exception Details: System.Security.SecurityException: Request for the permission of type ‘System.Web.AspNetHostingPermission, System, Version=2.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089′ failed.

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the


Kevin Miller
October 13, 2009

Dovetail Mobile is our first shipping ASP.NET MVC based application. Because this is a newer technology one of our customers asked for some guidance on customizing the application. The following is a distillation of that guidance which I hope might come in handy for future Mobile customers.

Customizing Dovetail Mobile (Agent Lite)

Dovetail Mobile and its desktop skinned alter ego Agent Lite is a ASP.Net MVC 1.0 application. There are lots of reading and tutorial resources available that will translate directly to understanding how this type of application works and thus how to customize Dovetail Mobile. It is important to understand Model View Controller based web applications to know where the part you wish to change is most likely found.

Controllers

If you need to customize behavior you will likely need to add or modify controllers and their related


Kevin Miller
April 13, 2009

 

When new cases come in we have many ways of having our support team notified so we can provide speedy assistance to our customers.

 

We get an email Twitter sends us direct messages Our campfire (chat) gets notified

 

Recently we needed a better way to notify on-call support agents of new cases. Our existing notification mechanisms work great during office hours but at night a spam email getting past my filters better not wake me up at 2am just because it might be a new support case. We needed something better. The simplest thing we could think of was to have our CRM make a phone call.

 

Phone calls are cross platform. No special smart phone client application beats a phone call. Better yet spammers don’t place calls  at 2am pitching “Enlargement”. At night


Kevin Miller
January 23, 2009

Today we are releasing a better Dovetail Mobile Agent. In this release we focused on exposing the knowledge contained in your Dovetail CRM to your mobile agents and public users.  For more details please take a look at the documentation but to sum up I’ve composed for you a sort of visual what’s new in this release.

Agents can now…

Search for and use solutions while working cases. Solutions found to apply to a case being worked can easily be sent and linked to the case.

mobile-1-1-agent-searchresults

Searching now returns both solution and cases.

mobile-send-solution-to-case

Once a


Kevin Miller
January 5, 2009

Our next release of Dovetail Mobile Agent is focusing on adding functionality for agents and customers alike to access Dovetail CRM knowledge. I wanted to talk about one of the features we are adding to allow agents to send a solution to a case.

Solutions = Knowledge

A little background. Dovetail CRM support agents can capture Solutions to common problems. These solutions are more useful when exposed to the customer so they can solve their own problems. We do just this on Dovetail’s website.

Dovetail Support Center

Let Me Find That For You

It is pretty common though that a customer will not be diligent enough to search the existing knowledge base. Or diligent customers may not


Kevin Miller
December 3, 2008

We have added a few bows and ribbons to Dovetail Seeker our handy web based search service for Clarify.

We’ve made it easier for search clients, like Dovetail Mobile Agent, and Dovetail Search for Clarify, to page results. Added example code for consuming Seeker’s search services from a .Net client. Better documentation of the search service API. Details Details

Here is a copy and paste of our release notes for this version with all the gritty details.

Version 1.1.0

Documentation added with information on the Seeker Search Web Service API.

Added client-example directory to the installation directory. This directory now contains source code and assemblies for a C# Seeker client. Please view the ReadMe.txt file in that directory for more information.

Added new value RequestedNumberOfResults to the search results information returned by the


Kevin Miller
October 23, 2008

image One of my favorite features in Dovetail Mobile Agent is the Recent Workgroup Case Activity view which displays a listing of all  the cases recently modified by agents in my workgroup. At the end of the day I sometimes browse Recent Case Activity using my Dash from the comfort of a bar stool or easy chair.

Here is a snapshot of the Call Administrator workgroup (my emphasis not some silly CSS style)

mobile-recent-workgroup-activity

This is also quite a handy view for Support Managers wishing to keep tabs on their minions agents.

Why filter by workgroup?

The short answer is to avoid drinking from the support information


Kevin Miller

Ran into an issue taking Dovetail Mobile Agent for a test spin on a Sam’s Blackberry Pearl. We noticed pretty quick that web pages were not getting refreshed. It was really obvious when I logged in to my account using Sam’s phone and saw his cases rather than mine.

It turns out that the web browser on this particular Blackberry does not check with the web server to see if a particular web page has been updated. We found a pretty easy fix. Just add a Cache-Control HTTP header to every web page sent by the web application. Every page?! Isn’t that hard? Nope.

Here is how to solve the problem on IIS6:


Kevin Miller
October 9, 2008

While trying to decide if I should create a Windows Installer for Dovetail Mobile Agent. I was doing some research on how to automate the setup of web applications on IIS7. Turns out it is quite easy from the command line when you are local to the web server using AppCmd.

 

With the helpful batch prowess of of Chad Myers I cooked up this batch file which creates a web application with its own application pool.
@echo OFF
SETLOCAL
SET webSiteName=”Default Web Site”
SET vdir=/mobile
SET physicalPath=C:\projects\mobile\source\Dovetail.Agent.Mobile
SET applicationPoolName=dovetailmobile
SET APPCMD=%SYSTEMROOT%\System32\inetsrv\appcmd.exe

 

%APPCMD% DELETE APPPOOL %applicationPoolName%
%APPCMD% DELETE APP %webSiteName%%vdir%

 

%APPCMD% ADD APPPOOL /name:%applicationPoolName%
%APPCMD% ADD APP /site.name:%webSiteName% /path:%vdir% /physicalPath:%physicalPath% /applicationPool:%applicationPoolName%
ENDLOCAL


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