How to Emulate an Advisor/Agent
The following information describes the steps a user must follow in order to emulate an advisor/agent in TSM SmartClient for customer support purposes.
- The user determines the environment (i.e QA, UAT or PROD) and database (i.e. FF, TSA, etc.) the advisor/agent is using. Click on the following link to view the current list of environments and corresponding databases.
IPX-URLs-by-Environment / IPX URL's by Environment
- Once the correct environment and database are determined, the user logs in to the corresponding version of TSM SmartClient.
- The user selects Setup > System > User Security.
- A Security screen will open, and the user will select "Advisor" from the "Type:" drop down menu.
- The user then selects "IPX Distributor" from the "Choose Sub Type:" drop down menu.
- The user clicks <Search...> to search for the advisor/agent in the database.
The user finds the advisor/agent either by:
a) Scrolling down the list and clicking on the agent’s name, or
b) Entering the
advisor's/agent's User Id or User Name value in the "Search For:" field and clicking <Search>.
Note: The value entered in the "Search For:"
field must correspond with the Search Order selected (i.e. User Id or User
Name).
- After the correct agent/advisor
is highlighted, the user clicks on <Select> and a screen with the
agent's/advisor's information opens.
- The user then clicks on <Call Center> and a "Call Center: Select Web URL" window opens.
- The user selects the correct URL by clicking/highlighting it.
- The user unchecks the "Connect Using SSL" box and then clicks <OK>.
This will launch the user into the advisor/agent's IPX screen.
The user is now able to emulate the advisor/agent and perform tasks on their behalf.
From here, the user can click on "You have xxx active action items in your queue" to view the advisor's/agent's Action Queue.
The user can also click on "ADVISOR TRANSACTION DASHBOARD" to launch into the AFFIRM dashboard.
