Speed customer problem resolution. Give agents access to important data wherever they are. Take on higher ticket volumes, manage increasingly complex customer requests and access corporate information resources with the flexible capabilities of Numara FootPrints Sync.

New mobility technologies have created unique operational challenges for your help desk and customer support center. Agents are no longer tied to one application, device or even a single work location. Therefore,
it's more critical than ever that agents, field personnel and technicians have access to data when and where they need it.

Sync lets agents bi-directionally tap into Numara FootPrints data
from the PIM application running on their desktop computers and mobile devices. Agents can work in their favorite PIM tool while still maintaining access to critical information stored in Numara FootPrints to help them with issue tracking and resolution. In addition, support staff can access Numara FootPrints data from their mobile devices
at the point of service.

Numara FootPrints Sync supports two-way data synchronization between the Numara FootPrints service desk and leading personal information management (PIM) software, such as Microsoft® Outlook®, Microsoft® Outlook® Express, Lotus Notes®, Palm Desktop® and Palm HotSync, as well as Pocket PC and BlackBerry® devices.

Specifications:

Supported Operating Systems: Windows XP Pro, Windows XP Home, Windows 2000, Windows 2003 Server

Supported PIM software: Microsoft Outlook, Microsoft Outlook Express, Lotus Notes, Palm Desktop, Palm HotSync

Supported PDAs: PocketPC (through Outlook), BlackBerry (through Outlook or Lotus Notes), Palm (through Palm Hotsync or Palm Desktop)

Numara FootPrints synchronized content: issues, appointments and contacts

Transfer options: Agent select either two-way or one-way (PIM-to-Numara footprints or Numara FootPrints-to-PIM)

Configuration Options:

Appointments – Agents control whether only personal or personal and project entries are transferred between Numara FootPrints and the PIM software as well as where their public and private PIM appointments appear in FP.

Contacts – Agents create a Numara FootPrints query to select which Numara FootPrints address book records from the default project will be transferred to the PIM software. . These contacts can come from the FP AB, LDAP or SQL AB.

Tasks – Agents create a Numara FootPrints query to select transferable issue records, such as “My Assignments.” They map which Numara FootPrints status is set (closed, pending, etc.) when a task is marked as completed and/or deleted in the PIM software.

For more information on the architecture, database design, technical specifications, basic set up and installation and suggested hardware, download our Technical Overview.

Product Information
	Numara FootPrints Product Line Reference Manual
Getting Started Guides
	Numara FootPrints 8 User Guide