Online Remote Customer Support
Technical Note
Michael Zumwalt, Ph.D
Agilent Technologies
Introduction
Various techniques and applications have been deployed in the past two decades to provide remote customer support for analytical laboratory instrument and data systems. Beginning with modem access (at 300 baud!) to enable terminal command line entry and data file transfer, Agilent has always lead the industry in deployment of remote support systems, understanding that this capability is crucial to the success of our customers. With the advent of Windows-based remote access applications, a PC instrument controller with the appropriate software in a customer
laboratory could be operated by Agilent support personnel in a distant office. The Internet has enabled the next-generation of remote support, greatly simplifying access and offering powerful tools for instrument control, diagnostics, training, and repair—while providing a secure environment controlled by the customer. This technical note describes the benefits of Agilent online remote customer e-support, with a detailed example to demonstrate how easily and quickly the system can be accessed and operated.
Online Remote Customer Support
Benefits of Agilent Online Remote Support
The effectiveness of support for instruments and applications is critical in the success of a commerical or research laboratory. In today’s fast-paced environment, chemists need real-time:
•Answers to questions
•Training
•Operation assistance and instruction
•Application assistance
•Results analysis
•Instrument diagnosis, troubleshooting
•Instrument repair and maintenance recommendations
•File transfer (data, methods, macros, logs, etc.)
•Download of software patches
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Access to timely and cost-effective expert advice, support, and consulting can be essential to meet deadlines and deliverables. With Agilent’s secure web-based remote support, a chemist can easily share with a support engineer exactly what the chemist sees on his or her data system, in realtime. Trial solutions can be implemented and results examined immediately. Expert Agilent consulting can be requested if needed; Agilent consultants can also view the system in real-time. Corrective action can be taken without the time and expense of a visit, and on-site efforts can be more effective when problems are understood clearly, corrective action planned, and parts ordered before the visit. Online meetings can be scheduled with one or many attendees, and they can be spontaneous as the need arises. Agilent has contracted with WebEx Communications, Inc. of San Jose, California, a premier provider of infrastructure services and applications, to host online remote conferencing and support.
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Online Remote Customer Support
A Real-Time, Real-Life Online Support Scenario
Michael, the Agilent Response Center Engineer, responds to a phone call from a customer named Joe, by initiating an interactive remote support session. Joe says he cannot see line spectra when viewing chromatographic data from his Agilent
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1100 Series LC/MSD Trap. Michael confirms that Joe’s ChemStation controller has Internet access, creates a remote support session, provides the web address and password for the meeting, and asks Joe to join him online (Figure 1).
Meetings listed in alphabetical order
Figure 1. WebEx Meetings in Progress
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