| NetLert 2.0 is SoftBase Systems' latest version
of their desktop messaging system that is used within an intranet setting.
Designed to work with other applications to form a complete messaging
solution, NetLert allows users to receive time-critical messages from
their desktops so that they would always be informed of these important
issues even from remote offices. If the administrator allows access, users
can also chat with fellow workers to permit quicker interactions without
tying up phone lines or increasing e-mail traffic. URLs and files can also
be pushed to clients, who could then immediately view them or reply to the
agent.
INSTALLATION
Installing the latest version of NetLert is even easier than finding the
Backstreet Boys being played on the radio. The difference is that
installing NetLert 2.0 is something you may actually want to do. The
process takes only a few minutes from placing the CD-ROM into the drive to
finishing the software installation. In between, all you need to do is
accept the licensing agreement and choose which installation you want. A
typical installation just installs the client, while a full installation
installs both the server and the client.
To initially configure the NetLert Message Server (NMS), all we did was
open NMS, press the configure button, press the users tab, and we manually
added some users and groups into the text files. On one occasion, we did
have a problem when manually adding a new group, which in turn caused
problems entering new users. We had to delete the new group and start
again. Instead of using the text files, you can also import the names from
an NT domain, an LDAP directory server, or a Novell directory service.
Once we finished the initial configuration, we started NMS and opened
the NetLert client. Any connection errors we encountered appeared on the
NMS main screen, but unfortunately these messages were not very helpful
when trying to solve a minor problem we encountered. When we first
attempted to open the client, a user authentication error popped up. This
was because our LAN's Primary Domain Controller authenticated us, so it
read that username, which of course was not a username we had entered into
the NMS configuration. We changed that username to one that we had entered
and were able to open the client.
DOCUMENTATION
Except for a basic press kit (which the average user probably wouldn't
need), all of the information about NetLert 2.0 can be found by accessing
the NetLert 2.0 CD-ROM. When installing the software, a readme file helps
with the initial configuration. Both the NetLert Message Server and the
client have detailed help files that are easy to access and understand.
Upon first opening the client, NetLert 2.0 offers a walk-through tutorial
as one of the three dialog boxes. This simple tutorial gives you a general
overview and is a helpful start to using the client. It also discusses the
new features added to this latest version. However, we did notice that for
some reason we could not print this page, but we could copy and paste it
to another file.
While the documentation is helpful, it would be even more so if all of
the information were available in one well organized printed manual. This
would help users become well acquainted with the software before actually
embarking on the installation. A manual organized in a specific procedural
order with an index, diagrams, and screenshots would make all of the
difference in making the documentation superb. One cohesive PDF file would
also suffice.
FEATURES
NetLert 2.0 offers the following features, in addition to the features
offered in earlier versions of the product, which we reviewed in the September
1998 issue of C@ll Center CRM Solutions� magazine:
- Supports the HTML protocol so it can display simple Web pages that
can be set to automatically update at predetermined intervals, URL
links, images, and HTML documents.
- Written in Java so it can work with just about any operating system;
the Java Virtual Machine is stored along with NetLert files and will
not affect other applications.
- Has the ability to send content with attached files and documents
and has alerting functionality.
- Is customizable and can automatically update at login in a network
system if any changes are detected on the NetLert Message Server.
- With multiple server communication, an unlimited number of servers
can be used in an expanding messaging network.
- Can integrate with your existing Novell Directory Service, NT
Domain, LDAP, or Novell Directory Service databases.
- User administration can be accomplished remotely from any location
if access is available. Administration tools increase NetLert's
manageability by allowing you to control which features your employees
are allowed and which privileges they have.
- Advanced message logging allows you to view or forward all messages
that have been sent through the message server.
- Can be integrated with the NetLert Enterprise Server to distribute
data from ODBC-compliant databases and call statistics from ACD
systems.
OPERATIONAL TESTING
The major component to the NetLert 2.0 client is the Communicator
interface. When you first open the client, a list of the team members only
in your group appears in the dialog box. An entire list of members appears
on the next tab. You can add or delete users from your group as you see
fit. You can also conference other members into a chat session.
What's the difference between conferencing and regular chatting? By
conferencing, a log is kept for all of the chats, as is the text of the
messages. In addition, you can create new conference rooms, delete old
ones, and control who initializes the chats. For both conferences and
chats, you can initiate side chats with other team members (in addition to
your original chat) if you are given that privilege.
Sending Reminders
Clicking on the alert icon allows you to send important information or
reminders to other users and can position the alert window anywhere on the
user's screen. They would be notified almost immediately -- the alert
screen pops up and flashes. (Some users might find these signals annoying,
but it definitely achieves the goal of alerting them.)
When writing the messages, you can use basic word processing functions,
such as bolding, underlining, or setting the font size. After sending the
message, a status box appears, which tells you when the message has been
sent, received, and read. The user receiving the message can reply to the
sender or forward the message by right clicking in the alert window. Any
replies are logged and can be viewed when pressing the Replies button in
the Communicator interface.
Pushing Info To Users
You can also push files or URLs to other users. You can allow the
users receiving a Web page to either view the page at their convenience or
load the page for them to view immediately. By pressing the "Add URL
Link" button, you can type in the Web page you want to send, and it
will appear in the HTML View window as a link.
Likewise, you can press the "Load URL" button, enter the page
you want, and send it. The page will automatically display in the alert
window.
While you don't need to type "http://" for the former method
of pushing a Web page, you must do so for the latter method and when you
want to include an URL in a chat message, otherwise it won't hyperlink.
This may be an inconvenience to the sender, but a bigger problem is that
any attached files or notes in the message seem to become lost when
loading a URL to the alert window.
When you click the Options icon from the Communicator, the NetLert
Configuration screen appears. Here, administrators can set the privileges
allowed for each user (administrative, topic, room creation, send alert,
and other privileges). They can also change settings in the user's
configuration, set a subscription list for all the news topics a user
needs (acts like a virtual bulletin board), review the message log of
conference rooms, and log on as a new user. In a future release, there
will be a scheduling feature that will allow you to store special messages
for alerting certain users at specifically set times. As of now, the
schedule icon is displayed, but there is no use for it yet.
The Status feature allows you to tell others whether you are online or
away from your desk. A user's status is shown like a traffic light --
green means that you're online, yellow means that you're away from your
desk, and red means that you're offline.
ROOM FOR IMPROVEMENT
While there has been some significant improvements in NetLert 2.0 since we
last reviewed it, there are some suggestions for additional improvements.
The documentation is much stronger than the last version, but it still
lacks an overall cohesiveness, and that may cause users some confusion.
NetLert 2.0 also takes up too many resources, slowing down the computer
or even causing it to freeze. We tried NetLert 2.0 on a few different PCs,
and the application ran slow at times, especially when other applications
such as Microsoft Word were in use. The PCs all had 64 MB of RAM and had
at least a 266-processor speed. These PCs should be able to handle an
application like NetLert 2.0 without slowing down too much. On a similar
note, when there is a problem, the troubleshooting window in the GUI of
the NetLert Message Server should be a little more defined so that the
user could receive a better notion of what might be wrong.
There are some areas of the Communicator that the user might find
confusing. For example, users might not know what the "Load URL"
button in the Send Alert window is for until they read about its use. In
addition, text and attached files seem to become lost in the alert when a
Web page is displayed on the screen. Likewise, the "New Chat"
button in the Chat window may confuse people. There is a patch that
changes the name of the button to "Side Chat," which is better
but may still present confusion. Furthermore, there is no reason the user
should have to type "http://" when attempting to send a link.
COMING ATTRACTIONS:
NetLert 2.1
By the time this review is in print, NetLert version 2.1 should be
released. We were able to obtain a list of the features that will be added
to this release. First, SoftBase Systems has promised to expand their
documentation so that it will include a "NetLert Client Installation
and User's Guide" and a "NetLert Installation and
Administrator's Guide" in PDF format. If written and organized
efficiently, these guides would be a very welcome addition to the
documentation.
Second, whiteboard functionality will be included. Similar to Microsoft
NetMeeting, users will have the ability to present ideas through drawings
on a shared "chalkboard" setting. Images can also be inserted
and Web pages can be loaded, shared, and sketched on by more than one
user. For instance, if a diagram is downloaded on the whiteboard, users
can dissect it by drawing changes to the diagram.
Third, there will be an option for handling alerts that are sent to
users while they are not logged on to NetLert. These alerts may be saved
and delivered next time they are logged on, or they can have the alerts
forwarded to another location, such as an email address or a cell phone
SMS address.
Finally, there will be support for the Secure Sockets Layer (SSL)
protocol. Based on Netscape's Internet standard, all of the NetLert
messages can be encrypted over SSL connections. The user will be able to
check the option for SSL when logging on to NetLert.
CONCLUSION
Although we have a few reservations, NetLert 2.0 is still a quality
product. SoftBase Systems has a messaging system that can work well with
other applications. It has already improved from its earlier versions and
should continue to grow with each release. Also, the software has
commendable features, including an effective alerting system, the
integration of Java, and the ability to set specific privileges for
different users. Overall, it has the potential to stand out in its niche. |
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