I sure admire eat you guys are doing. I wish I had a pc, I'd join you. Congratulations on a job well-done. I'll be excited to see how you do.
> ----- Original Message ----- >From: "Dean Jackson" <[EMAIL PROTECTED] >To: "Braillenote List" <[email protected] >Date: Tue, 17 Aug 2004 09:30:26 +1200 >Subject: Re: [Braillenote] Skype technical support for BrailleNote users >Hello Jerry, >Thank you for your feedback regarding my announcement to the list. >firstly, I have had feedback from another customer who has reminded me about >the deaf blind community and that real time message sending/receiving would >be extremely useful for them. While their needs certainly do need to be >addressed, we are unable to use the text messaging client that Skype offers >in the initial trial due to a number of reasons. One of the main reasons is >that only one PC at our end will be used for online support. True, voice >communications can take a lot of time but sending messages in real time can >and would take a lot longer, especially as we're talking technical support >here. >while it certainly would be possible to have a couple of PCs using Skype, >there are network bandwidth considerations that we have to make at our end >and this is one of the things that will be monitored during the trial as far >as technical feasibility is concerned. >As far as an online help system is concerned, we are aware that this would >be a good addition to the support already offered. However, obviously there >is time and cost involved as far as developing the database and composing >the technical articles is concerned. Perhaps this is something we can look >at after the release of KeySoft 6.1. Thank you for also making this point >to us. >For Jaws users who are reading this message, there are Jaws scripts that can >be downloaded for Skype. Personally I'm not familiar with Window Eyes but I >believe that no special configuration files are needed. >Regards, >Dean Jackson >Customer/Technical Analyst >Pulse Data International Ltd. >DDI: +64 3 373 6184 >Fax: +64-3-384 4933 >Email: >[EMAIL PROTECTED] >Internet: >www.pulsedata.com >__________________________ >----- Original Message ----- >From: "Weinger, Jerrold (DSCP)" <[EMAIL PROTECTED] >To: "'Braillenote List'" <[email protected] >Sent: Tuesday, August 17, 2004 1:27 AM >Subject: RE: [Braillenote] Skype technical support for BrailleNote users >> Dear Dean, >> In addition to the voice based technical support, I would like to see a >> screen based on line technical support. I would also like to see a >> troubleshooting wizard on the web. Many Braillenote support issues could >be >> addressed with this on line system, eliminating the sometimes long wait >for >> a live customer support representative. Of course, a live customer >support >> representative should always be available, if the on line troubleshooting >> does not fix the problem. >> It is encouraging to see PDI looking toward web based customer support, as >> part of PDI's overall technical support. I have had positive experiences >> with other software and hardware companies who are using these systems. >> Sincerely, >> Jerry Weinger >> -----Original Message----- >> From: Dean Jackson [mailto:[EMAIL PROTECTED] >> Sent: Sunday, August 15, 2004 9:27 PM >> To: Braillenote List >> Subject: [Braillenote] Skype technical support for BrailleNote users >> August 16, 2004 >> BrailleNote Online Technical Support Will Be Trialed >> Pulse Data International in New Zealand plan to trial online support of >its >> BrailleNote family of products using an internet application that provides >> high >> quality, secure voice communications. The program in question is called >> Skype and will run under the LINUX or Windows operating systems. The >> technical >> support will be aimed at Pulse Data customers who require assistance in >> using their BrailleNotes, and have access to a PC. The trial will be >spread >> over >> a two week period, beginning Monday 23 August 2004, New Zealand time. >> The support trial is being conducted in part to find out how feasible the >> idea of online support is in the future and to gauge customer demand, as >> well >> as seeing whether support efficiency can be improved with the aid of this >> tool. Having taken into consideration that not everyone will be able to >> take >> advantage of communicating with Pulse Data in this way, a large percentage >> of BrailleNote customers do have access to a PC, hence being able to >justify >> the trial. The messaging client Skype offers will not be used, even in >> cases of bad connections that inhibit reasonable conversation with support >> staff, >> as this would partly defeat the purpose of the trial. In situations such >as >> this, normal communications, such as email and telephone calls, will be >used >> to investigate resolutions to technical issues. >> Notes: >> Skype can be downloaded at no charge directly from the Skype website: >> www.skype.com >> To use Skype BrailleNote support, customers will require a microphone and >> speakers or a headset, with either Linux or Windows 2000/XP. >> Support will commence on Sunday 22 August at 20 hours UTC (Monday 23 >August >> 08 hours NZST) and finish at 05 hours UTC on Friday 3 September (17 hours >> NZST). >> For US customers, New Zealand is 16 hours ahead of Eastern time and 19 >> hours ahead of Pacific time. >> As Pulse Data in New Zealand is conducting the support trial alone, >support >> will be restricted to New Zealand working hours, Monday to Friday. >> Before technical support can be obtained from New Zealand technical >support >> staff, the customer's name, BrailleNote serial number and geographical >> location >> will be required for logging purposes. This is already normal procedure >> when communicating with some Pulse Data subsidiaries. >> Pricing queries will not be handled on Skype. >> Any queries regarding this announcement should be directed to Dean Jackson >> in the first instance. Contact details including Skype information are >> listed below. >> Regards, >> Dean Jackson >> Customer/Technical Analyst >> Pulse Data International Ltd. >> DDI: +64 3 373 6184 >> Fax: +64-3-384 4933 >> Email: >> [EMAIL PROTECTED] >> Internet: >> www.pulsedata.com >> Skype: >> pulsedata-support-nz >> __________________________ >> ___ >> To leave the BrailleNote list, send a blank message to >> [EMAIL PROTECTED] >> To view the list archives or change your preferences, visit >> http://list.pulsedata.com/mailman/listinfo/braillenote >> ___ >> To leave the BrailleNote list, send a blank message to >> [EMAIL PROTECTED] >> To view the list archives or change your preferences, visit >> http://list.pulsedata.com/mailman/listinfo/braillenote >___ >To leave the BrailleNote list, send a blank message to >[EMAIL PROTECTED] >To view the list archives or change your preferences, visit >http://list.pulsedata.com/mailman/listinfo/braillenote
