liveagent - frequently asked questions (faqs) · report, and editing the "master comments...
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Frequently Asked Questions
1. What are the Console GatewayLive minimum requirements for LiveAgent v4
GatewayLive version 7.29 or later
Microsoft SQL Server 2008 Express r2 SP3
Filestream Conversion Wizard run on GatewayLive database above 8GB in size
Latest version of the Gateway Connect utility installed on the GatewayLive SQL
server
2. What devices are supported and which version of IOS?
Apple iPad 2 or higher
Apple iPhone 5 or higher
Apple iPod Touch 5 or higher
iOS 8.1 to 9.0
Note: Android devices are not supported at this stage.
3. Is the new LiveAgent app an upgrade of the existing app or a replacement? Can I run
both at the same time?
The new LiveAgent version 4.0 inspection app is a completely new piece of software that
replaces previous versions of LiveAgent. It will be available in the App Store as a separate
app to download, under the name “Console LiveAgent”.
Once the new app is installed and configured to work with your GatewayLive installation, any
older versions of the app will cease to work. Therefore it is important to ensure that all
inspections have been completed in the old app across all devices where it is installed on,
prior to using the new LiveAgent app.
4. How many photos can I take in LiveAgent while carrying out an inspection?
Theoretically, as many as you want. However bear in mind that the quality of your device’s
camera, the LiveAgent image size setting (see below) and the number of photos taken will
dictate the size of the inspection being synced back to GatewayLive, and the size of the
Routine Condition Report that includes these photos.
E.g.:- An iPad Mini has a built-in 5 megapixel camera can take photos that are up to 3MB
each in size when LiveAgent is configured to use the “Actual size” setting.
5. Can I resize photos that are taken in LiveAgent?
Yes! LiveAgent has a setting called "Image transfer size" that allows you to reduce the size of
the images being synced back to GatewayLive.
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6. What “Image transfer size” setting should I use on my device?
The below table summarises the approx. size of images taken with each setting across
different Apple devices and the recommended setting for a good balance of size vs. quality.
Image Transfer Size iPad 2
(0.9MP Camera)
iPhone 5 / 5s
iPad 3 / 4
iPad Mini
(5MP Camera)
iPhone 6 / 6 Plus
iPad Air
(8MP Camera)
Small – 20% 30KB 200KB* 400KB*
Medium – 40% 100KB* 700KB* 1.2MB
Large – 60% 250KB* 1.5MB 2.5MB
Actual Size – 100% 400KB 3MB 4MB
*recommended setting
7. Is there a way I can keep the original unaltered photos if I choose a smaller image size
setting in LiveAgent?
Yes! LiveAgent now has a setting called “Store original images to device” that allows you to
save copies of photos taken during an inspection to your device's memory. The photos can
be accessed using the Photos app that comes standard on all Apple devices. This is useful if
you need to produce high resolution versions of inspection photos as evidence in tribunal
hearings.
8. Can I email inspections from the app directly to the landlord?
No. While LiveAgent does have the ability to email inspections directly from within the app, it
is not in a format that is usable to a landlord and should only be used internally for the
purpose or recovering inspection data. To email inspection reports to the landlord, you must
use GatewayLive.
9. If I have several inspections in progress and the office allocates new inspections to
me, what happens to the inspections I have not completed? Can I continue from
where I left off?
Yes. This was an issue in previous versions of the app where incomplete inspections would
sometimes disappear when new inspections were synced to LiveAgent but has been since
been resolved in the new app.
10. I use an iPad and an iPhone with LiveAgent. When I create an inspection in
GatewayLive and login to both devices, the inspection only goes to one of them. Can I
have an inspection appear on both devices?
No. When an inspection is created in GatewayLive, it is downloaded to the first device that
you login to LiveAgent with your GatewayLive username and password. If you login to a
second device afterwards, the inspection will not appear as it has already been downloaded
to the first.
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11. Why are my inspections for today “locked” in GatewayLive?
To resolve synchronisation issues with previous versions of LiveAgent, we have introduced a
new feature where inspections bound for the app (Entry, Exit and Routine inspections) with
today's date (in blue) are locked in GatewayLive so that changes cannot be made
accidentally.
Inspections that are locked have all fields disabled with a red padlock button ( ) in the
lower left corner as shown below:
It is therefore important that when an inspection is locked as shown above, that it is
completed in LiveAgent first before any further modifications are made to it.
If absolutely necessary, you can unlock the inspection by clicking the red padlock button. A
warning message will appear (see below for more info) and you will have to enter a reason
to confirm the action.
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12. What happens to an inspection when I unlock it in GatewayLive and save the
changes?
If the inspection has not been started in LiveAgent - When unlock and save the
inspection in GatewayLive, it will replace the inspection that was already on the
device the next time you perform a sync.
If the inspection has been started in LiveAgent - When you unlock and save the
inspection in GatewayLive, it will appear in LiveAgent as a new inspection. Therefore
you will see two inspections for the same property - the one already started and the
newly created one.
The former will no longer have a link to a corresponding inspection in GatewayLive
and will not sync back if you complete it. You can either manually send it by email
via the Archive or discard it if it is no longer required.
13. Can I reschedule or modify today's inspections that are already synced to LiveAgent?
If so, how?
Yes you can, however the results will vary depending on whether the inspection has been
started in LiveAgent or not.
If the inspection has not been started: Unlock the inspection in GatewayLive by
clicking the red padlock symbol on the inspection, change the details and save it.
The updated inspection will appear in LiveAgent as a new inspection and the
previous one will be deleted from the device.
If the inspection has been started: Unlock the inspection in GatewayLive by clicking
the red padlock symbol on the inspection, change the details and save it. The
updated inspection will appear in LiveAgent as a new inspection and the previous
one that was started will remain on the device. However it will not sync back to
Gateway as it is no longer linked and will either need to be recovered manually by
email via the Archive or discarded.
14. Is there a quicker way to take inspection photos and create maintenance tasks
without having to scroll to the bottom of the screen each time?
Yes! There are two icons located at the top right corner of the inspection detail view that you
can use to take photos and also create maintenance tasks.
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15. Can I assign an inspection that I'm supposed to do today to another Property
Manager?
Yes, however you will need to unlock the inspection in GatewayLive first and then assign it to
the other Property Manager. See points 12 and 13 above regarding the behaviour of
inspections when unlocked in GatewayLive.
16. Am I able to view details from a previously completed inspection? Under what
circumstance would this be available?
Previous inspection data can be viewed in LiveAgent when an inspection is started, provided
the following conditions are met:
For Routines - when the previous routine inspection has been completed for the
same tenancy and marked as Completed in GatewayLive.
For Entry inspections - when the previous Exit inspection has been completed for
the previous tenancy and marked as Completed in GatewayLive.
For Exit inspections - when the previous Entry inspection has been completed for
the current tenancy and marked as Completed in GatewayLive.
You will see a message appear below the room photo to indicate that previous inspection
data is available. The Show Past Data button toggles whether it is displayed or not. The
Copy All and Copy buttons that appear allows you to copy comments for the whole room or
just individual features from the previous inspection.
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17. Can I setup pre-defined comments in my inspections so I can use them while
conducting an inspection to save time?
Yes! These can be setup by opening the inspection in GatewayLive, going into the Condition
Report, and editing the "Master Comments List" for each room feature's Tenant / Agent
Comments.
E.g.: From the inspection condition report tab, select a room feature and click the Tenant
Comments or Agent Comments
Select Master Comments List
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Enter your comments in the field provided and click Add. When complete click OK.
18. Can I change inspection templates in LiveAgent?
Yes! In the new LiveAgent app you now have the option to change the condition report
template before starting an inspection. Once an inspection is started, you cannot change
the template as you would lose any information already entered.
19. Does LiveAgent support Voice-To-Text (VTT)?
Yes, but only on Apple devices that have VVT support with Siri - i.e. iPhone 5, iPad 3 and later.
An internet connection is also required for Siri and VVT to work.
20. Can I create maintenance requests in LiveAgent? Do they sync back to GatewayLive?
Yes! You can now create maintenance requests in LiveAgent while carrying out inspections
which will sync back to GatewayLive as an open Maintenance Task for further follow up. Any
photos taken with the maintenance request in LiveAgent will carry over to the maintenance
task in GatewayLive.
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21. If I take Property or Room Identity (ID) photos in LiveAgent (i.e. tap the property/room
photo and take a new shot) will that replace the images of the property in
GatewayLive?
Yes. If you take a new Property or Room ID photo, it will replace any existing images already
taken for the property in GatewayLive.
22. What do the different "Live Agent Status" messages mean?
Queued to Send - inspection has been created and is queued to be sent to the
Console datacentre (Amazon AWS) via Gateway Connect.
Sending to LiveAgent - inspection has uploaded to the Console datacentre
successfully and is waiting to be downloaded to the LiveAgent app on the next app
sync.
LiveAgent Ready - inspection has downloaded to the LiveAgent app successfully and
is waiting to be started by the user.
LiveAgent Complete - inspection has been completed in LiveAgent and synced back
successfully to GatewayLive.
23. Why do completed inspections in LiveAgent take a long time to send / sync back to
GatewayLive?
This is completely dependent on the upload bandwidth available on your internet
connection. When an inspection is completed, it is first uploaded to our servers and
then downloaded back to GatewayLive. E.g. if you have an ADLS2+ internet connection with
1Mbps upload bandwidth and the size of your inspection is 200MB (you can see this when
the inspection is in the outbox), it can take up to an hour for the inspection to sync from
LiveAgent back to GatewayLive.
You can mitigate this by changing the Image Transfer Size setting in LiveAgent and using a
lower setting for inspections photos (see point 4 and 5).This will reduce the overall size of the
inspection payload that is synced back to GatewayLive.
24. What happens if I restore my GatewayLive database from a backup taken several days
ago?
LiveAgent will detect that the GatewayLive database has been restored and will prompt you
to re-initialise the app. Any inspections that are incomplete in LiveAgent will be moved to the
Archive for manual recovery with a Code: 1301.
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25. How can I recover an inspection in LiveAgent if it did not sync correctly to
GatewayLive?
There are 3 ways you can recover an inspection from LiveAgent, provided they are in the
Archive where inspections are kept for 30 days:
If the inspection has been Completed and you are on the latest version of the app,
you can open it from the Archive and try to RESEND it back to GatewayLive. This will
move the inspection to the Outbox and LiveAgent will attempt to resend it to
GatewayLive.
If above doesn’t work (e.g. if the inspection was unlocked in GatewayLive), you can
EMAIL the inspection to yourself from the Archive. This will send the inspection as a
ZIP file by email. You will then be able to retrieve the condition report detail and
photos. If the inspection is too large and cannot be sent, you have the option to
exclude images when sending it by email. Photos can be recovered from your
device’s Photo gallery app.
If the above steps do not work, you can use the iTunes recovery method (similar to
previous versions of the app) to recover the inspection data. Please refer to our
guide for more information.
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Troubleshooting Tips
1. Unable to login to LiveAgent - "Incorrect username / password" message appears on app
Possible Reasons:
1. The Account ID, username or password entered is incorrect. Verify that the details
entered are correct:
1. Account ID – your 6 digit Console ID
2. Username – your GatewayLive username. Note this is case sensitive and
must match what is setup in GatewayLive, e.g. ‘Administrator’, not
‘administrator’
3. Password – your GatewayLive password
2. Your username has a blank space at the end - e.g. "John Smith ".
3. "LiveAgent v4" mode is not enabled in GatewayLive under Tools -> Options ->
Inspections.
4. The Gateway Connect service is not running on the Console SQL server. Ensure it is
installed and the service is running. For more information, please refer to page 3 of
the LiveAgent User Guide.
5. If all else fails, reset your password in GatewayLive in Tools -> Users & Profiles ->
select your username and click "Change Password" or log out and select “Change
Password”. Wait for several minutes for the new password to sync to LiveAgent and
try again.
2. Unable to login to LiveAgent - "Login Error - GatewayLive version 7.29 or later is required"
message appears on app
Possible Reasons:
1. You have not updated GatewayLive to version 7.29 or later.
2. "LiveAgent v4" mode is not enabled in GatewayLive under Tools -> Options ->
Inspections.
3. The Gateway Connect service is not running on the Console SQL server. Ensure it is
installed and the service is running. For more information, please refer to page 3 of
the LiveAgent User Guide.
3. GatewayLive inspections are not syncing across to LiveAgent
Possible Reasons:
1. Status is Queued to Send - Gateway Connect is not installed or service is not
running on the Gateway server
2. Status is FailedToUpload – The property file associated with the inspection has a
photo in Tools -> Images that is corrupt. The image needs to be deleted for the
inspection to be uploaded successfully to LiveAgent
3. Status is blank - Inspection does not have the correct 'Type' that Gateway
recognises as a LiveAgent inspection (i.e. “Entry”, “Exit” and “Routine” as configured
in Tools -> Options -> Inspections). Check the inspection types configured in Tools ->
Options -> Inspections and ensure that the Entry, Exit and Routine types are
configured correctly.
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4. Inspection was completed successfully but photos do not appear on the inspection
Condition Report tab nor on the Routine Inspection Report
Possible Reasons:
1. Ensure that images have the corresponding room name entered against them in
inspection -> Tools -> Images
2. Check to see if the photos have been added as Room ID photos under the property
file -> Tools -> Images
5. Inspection was completed but has not synced back to GatewayLive
Possible Reasons:
1. Has inspection actually been marked as Completed in LiveAgent?
1. Check past timelines
2. Check Outbox
3. Check Archive and ensure that it has a green tick
2. What is the status of the inspection in Gateway?
1. Sending to LiveAgent / Queued to Send - Inspection has been unlocked in
Gateway while it was started in LiveAgent. You will need to recover it from
the Archive
2. LiveAgent Ready - inspection is still on the device and not completed yet.
Check the timeline to see if the inspection has moved to a previous day.
3. Failed to Download - inspection did not download back to Gateway due to
a possible interruption during sync or a full GatewayLive database. Resolve
the issue and then resend the inspection from the Archive.
6. "Inspection Out of Date" with error message in LiveAgent when trying to start the
inspection that has an exclamation mark next to it
Possible Reasons:
1. LiveAgent has not been synced all day. Swipe downwards on the today screen to
force a fresh sync while connected to the internet.
2. Inspection has been unlocked and rescheduled in GatewayLive to a date more than
1 week in the future. Users can confirm this by checking the inspection details in
GatewayLive to see if it is rescheduled to a date more than a week away. If so, the
inspection can be discarded in LiveAgent.
3. Gateway Connect is not running on the GatewayLive server and has not synced the
latest inspection information. Restart the Gateway Connect service.
7. An incomplete Inspection was moved to Archive after several days of inactivity. When
viewing the inspection detail, it has a Code: 1301
Code: 1301 means that the inspection was archived as LiveAgent detected a GatewayLive
database restore from a backup. As the GatewayLive database and LiveAgent app are no
longer in sync after a restore has taken place, the app would have required re-initialising.
This results in any incomplete inspections being moved to the Archive.