Tag: mobile agent

Mobile webinar follow-up

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 Mobile systems for Clarify & Dovetail on Prezi More Info on Dovetail Mobile Marketing: https://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

AspNetHostingPermission exception got you down? Unblock Your Assemblies.

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 origin and location of…

What Is Under The Hood In Dovetail Mobile?

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 views.…

Can your CRM place a phone call?

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 I can…

Mobile Agent 1.1 – Now with better access to your knowledge

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. Searching now returns both solution and cases. Once a solution is found details about it can be easily sent to a case. Because sending emails from a mobile device can be time consuming, Mobile Agent fills in most details of the email for the agent. The solution is also linked to the case…

Sending Knowledge To Your Customers

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. 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 know the correct search terms and are not getting useful hits from your knowledge base. Frustrated they’ll create a case for a common problem. For these…

Dovetail Seeker 1.1 Shipped

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 search service. This value reflects the number…

Dovetail Mobile Agent and Your Recent Case Activity

October 23, 2008 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) 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 fire hose. We are using the employee workgroup as an way to logically divide up an organization. For most organizations trying to see all case activity for any reasonable time period, say a day or…

Blackberry’s Web Browser Caching Stinks

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:

Creating IIS7 web applications from the command line

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