Chapter Five: Using FSMS Utilities
192 FedEx Ship Manager
®
Server User Guide, Version 7.6
To configure an IP broadcast listener:
1. Provide a Listener ID/Name.
NOTE:
When e-mail functionality is available, the TCP/IP Broadcast box will be available to be
unchecked. It is currently defaulted to checked because it is the only functionality available.
2. Enter the IP Address of the client that will receive the IP broadcast message.
3. Enter the DNS if required.
4. Select the parameters to be monitored and reported on (limited to NUNS, URSA, Rates, and
Unhandled Exceptions).
Click OK.
GoToAssist
TM
New Remote Access Tool
To enhance the remote access repair process for FSMS, beginning with FSMS v 7.6, FedEx has replaced
pcAnywhere with GOTOAssist
TM
. As with pcAnywhere, FedEx Help Desk representatives will initiate and
execute the GoTOAssist process when needed to remotely access an FSMS system. Customers will use
the new Red Cross Van icon that say HelpMe FedEx on the FSMS desktop when a Help Desk
representative needs to establish a GoToAssist connection.
Overview
Citrix Online’s GoToAssist is an Internet-based technology that enables Help Desk representatives to
deliver live technical support anywhere in real time. With this technology, a representative has the ability
to:
• Communicate with the customer via a Chat box
• View the customer’s desktop and/or allow the customer to view the Help Desk representative’s
desktop
• User the draw, highlight, and laser pointer tools on the shared desktop
• Share control of the mouse and keyboard
• Use a Whiteboard feature for real-time collaboration
• Push Web pages
• Send and receive files
• Reboot and reconnect to the customer’s computer
• Transfer a session to an escalation desk
• Use Diagnostic Tools to retrieve key information on the status of the customer’s computer
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