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	Download User's Guide Here (PDF Book) Adobe Acrobat Reader required for PDF download. Download Reader here:
	TABLE OF CONTENTS Welcome to LIVE Online Training Minimum System Requirements How to Enable Javascript & Cookies in Internet Explorer Getting Started UCF Compatibility Testing for FlashPlayer 5.0 or above Testing for Windows Media Player 6.4 or above Install Training Software LIVE Online Training – Log In Log-in to a Training Session Join the Teleconference What is the Attendee ID? Downloading & Saving Training Materials Create a New Folder in My Documents Download Documents – The File Transfer Window Adobe Reader - Installation Instructions Download Installer from Adobe’s Website Installation Wizard Frequently Asked Questions I didn’t receive my materials, where do I get them? What are the minimum system requirements to participate in the LIVE Online sessions? I read the system requirements and I don’t have everything that you have listed. Will I have problems participating in the LIVE Online sessions? Why would I need a high-speed (e.g. Cable, DSL) Internet connection? Do I have to have an email account? I don’t have Adobe Acrobat Reader. What should I do? Why do I need a speaker phone and a headset? Help! I forgot my username and/or password. I have Windows XP Service Pack 2 installed. Is there anything special I need to do first? Windows XP Service Pack 2 Technical Support – Contact Information
	WELCOME TO LIVE ONLINE TRAINING Thank you for registering for our LIVE Online Training. This User Guide contains detailed instructions for setting up your computer to view LIVE Online training as well as how to sign into LIVE Online training sessions. Minimum System Requirements Please make sure your computer meets the minimum system requirements for LIVE Online training. As of July 2004 your computer must have the following: • Microsoft Windows 95/98/Millennium(ME)/2000/XP • Intel Pentium or equivalent processor with at least 166 mhz clock speed • Microsoft Internet Explorer 4 or higher (download for free at www.microsoft.com) • 32 MB RAM • JavaScript and cookies enabled in browser • DSL/Cable Internet connection (BLIG members may use 56K dial-up) • Email Account • Headset and speaker phone • Calculator • Adobe Acrobat Reader 5.0 or higher (download for free at www.adobe.com) • Quiet/Noise-Free Environment How to Enable Javascript and Cookies in Internet Explorer To enable cookies: 1. On the Tools menu, click Internet Options. 2. Click on the Privacy menu, click the slider to Medium. To enable Javascript: 1. Select Internet Options from the Tools menu. 2. In the Internet Options dialog box, select the Security tab. 3. Click Custom level button at bottom. The Security Settings dialog box will pop up. 4. Under Scripting category – enable Active Scripting, Allow paste options via script and Scripting of Java applets. 5. Click OK twice to close out. 6. Hit Refresh. (back to top)
	GETTING STARTED - UCF COMPATIBILITY The host requests that you check for compatibility of rich media players for Universal Communications Format (UCF) before you join our sessions. UCF allows you to view multimedia during the session. To perform this check, enter the following link (https://rloconnor.webex.com/rloconnor/systemdiagnosis.php) into the address bar of your web browser: DO NOT enter this URL address into the Google Search bar or other browser add-ins. Enter this address only into your address bar as shown above. The testing process will not take more than a couple of minutes to complete. This URL address should take you to the “Verify Rich Media Players” web page (Fig. 1). This web page will test whether your system has the capability to play rich media through Flash Player 5.0 (or above) and Windows Media Player 6.4 (or above). As shown in Figure 1, there is a “Check Now” link for each type of player. You must test both. Testing for Flash Player 5.0 or above CLICK on the “Check Now” link for Flash Player 5.0 or above on the Verify Rich Media Players web page. You may see a box appear that states, “This page contains both secure and non-secure items” (Fig. 2). If you see this box, CLICK the YES button. The Flash movie test will show a screen similar to the one you see in Figure 3. If you see the movie in the middle of screen then CLICK CLOSE. If you do not see anything in the middle of the screen then CLICK the link on that same page (circled in yellow in Fig. 3). Testing for Windows Media Player 6.4 or above CLICK on the “Check Now” link for Windows Media Player 6.4 or above on the Verify Rich Media Players web page. You may see a box appear that states, “This page contains both secure and non-secure items” (Fig. 2). If you see this box, CLICK the YES button. The Windows Media Player test will show a screen similar to the one you see in Figure 4. If you see the movie play in the middle of the screen, then CLICK CLOSE. If you do not see a video playing in the middle of the screen then, CLICK the link on that same page (circled in yellow in Fig. 4). When you’ve verified that both formats work correctly on your computer you may CLOSE the “Verify Rich Media Players” dialog box. If neither format works correctly, then follow the links on either page to install/reinstall the appropriate player. (back to top) Fig. 1 - Verify Rich Media Players Fig. 2 - Click Yes Fig. 3 - Check Flash Player Fig. 4 - Check Windows Media Player
	GETTING STARTED - TRAINING SOFTWARE INSTALLATION Now ENTER the following link into the address bar of your web browser: https://rloconnor.webex.com. DO NOT enter this address into the Google Search bar or other browser add-ins. Enter this address only into your address bar as shown below: The following screen (Fig. 5) is the “Browse Meetings” page of the LIVE Online Training where you can login to RLO LIVE Online training sessions. This will almost always appear as the first screen you see when you visit https://rloconnor.webex.com. AS POLICY, all attendees are required to log-in to the training 10 minutes prior to the session start time. The training session you will be logging into will appear listed in the “Browse Meetings” section as shown in Figure 5. Begin Installation Before you can sign into any training you must setup the software client on your computer. Start this process by CLICKING on “Set Up” on the left side of the screen (see Fig. 6). This will expand the Set Up menu. Other menus can also be expanded by clicking their heading or the triangle next to their heading. Now click on “Meeting Manager” (circled in yellow in Fig. 6). Fig. 5 - Online Training - Browse Meetings Fig. 6 - Lefthand navigation menu After CLICKING on “Meeting Manager” in the lefthand navigation menu (under Set Up), the following screen will appear (Fig. 7), giving you some preliminary instructions on setting up the client software. CLICK the SETUP button to proceed. Fig. 7 - Set up Meeting Manager As the client software begins to install, a Security Warning window will pop up on your screen (Fig. 8). You must CLICK YES for the software to complete its installation. The client software install will take from under one minute to several minutes to complete depending on the speed of your Internet connection. A progress bar should appear showing you the current status of the installer. When the client software has finished you will see the screen as shown in Figure 9. CLICK OK to bring you back to the “Browse Meetings” main web page. Fig. 8 - You must click "Yes" to install the software Fig. 9 - Set up is complete. (back to top)
	LIVE ONLINE TRAINING - LOG IN To join a scheduled LIVE Online training session, you will need to first find your scheduled session listed on the “Browse Meetings” page. If you do not see your session listed you may be viewing the wrong date. CLICK on the calendar icon as shown in Figure 10 to choose the correct day. Log-in to a Training Session When you find the training session you will be attending, CLICK the link “Join Now” located to the immediate right of the Session Duration. To log-in to the training you will need to fill out three fields: Username: Enter your first and last names using correct punctuation (e.g. Joe Doe). E-mail address: Enter your email address (e.g. joedoe@email.com). Password: Enter the meeting password. Note: This information will be provided to you before the start of your training session. Remember that passwords are cAsE sEnSiTiVe! When you have filled yours out correctly (Fig. 11), CLICK OK. A pop-up web page will appear saying “Meeting in progress” as shown in Figure 12. IMPORTANT: Keep this page minimized for the entire duration of the training. DO NOT close this page. Doing so will cause you to exit the training session. Join the Teleconference A few seconds after you sign into the training you will be prompted to teleconference. You will need a touch-tone telephone located both near your computer and in a quiet area. Although a headset is not required, it is greatly suggested to maximize your benefit from the training and reduce background noise. As you are brought into the training you will see a dialog box appear titled “Join Teleconference” (as shown in Figure 13). Write down the information contained in this box before CLICKING OK. You will need it for when you call in to join the teleconference. IMPORTANT: DO NOT lose this information. If for any reason you are inadvertently booted out of the session, you will need this information again to log back in. We do not have this information so we will be unable to help you log back in. Fig. 10 - Click on the calendar icon to view the month's calendar Fig. 11 - Enter the correct information in all three fields Fig. 12 - DO NOT close this window Fig. 13 - Write this important information down To sign into the audio teleconferencing portion of the training: 1. Call the phone number that you wrote down from the “Join Teleconference” window, as described above. (At the time of this writing, this phone number is 1-408-678-2010.) 2. A computerized voice will greet you and ask for your meeting number. Key in this number using the buttons on your telephone. Press the # key when done. 3. Next the voice will ask for your attendee ID. Key in this number using the buttons on your telephone. Press the # key when done. What is the attendee ID? The attendee ID is a number automatically assigned to you when you sign into the training. This number links your telephone to your computer and is required for certain interactivity in the training. Note: The meeting and attendee ID numbers are absent in Fig. 13 for the purpose of this manual. In the actual situation, your pop-up window will have these numbers. On your first session your instructor will present you with a brief overview of LIVE online training and how to use the training software. (back to top)
	DOWNLOADING & SAVING TRAINING MATERIALS You will receive documents via email from us containing materials you will need for your LIVE online training, such as workbooks and other supplementary materials. You may save these documents anywhere on your computer, however we recommend creating a dedicated folder for your LIVE online training classes inside your computer’s My Documents folder. To create a folder inside your My Documents folder follow the instructions below. Create a New Folder in My Documents TO OPEN the My Documents folder in Windows XP, CLICK on the Start button and then CLICK on My Documents (Fig. 14). TO OPEN the My Documents folder in older versions of Windows, DOUBLE-CLICK the My Documents icon on your desktop. The My Documents folder window will appear. From here you can create your folder for storing workshop and training materials. To create a folder, CLICK on the File menu, and then CLICK on New, then CLICK on Folder (Fig. 15). Fig. 14 - Windows XP Start Menu This will create a new folder in My Documents that you can use as any other folder. You may name it whatever you want by CLICKING the folder’s name and TYPING in a new one. In this example we have named it Service Advisor Training (Fig. 16). Fig. 15 - Create new folder Fig. 16 - Service Advisor Training folder Download Documents – The File Transfer Window The LIVE Online training software allows the instructor to send you attachments just like email. Sometimes the instructor will upload certain documents available before the training session begins. Figure 17 shows the File Transfer Window. When the instructor uploads a document, you will see the File Transfer Window automatically pop up on your screen. Fig. 17 - File Transfer Window - Select the file, then click Save Fig. 18 - Service Advisor Training Folder In this example the instructor has posted a Word document titled Document.rtf. You can download this document by CLICKING the filename to highlight it and CLICKING the SAVE button. This pops up a small dialog box asking where you would like to save the document on your computer (Fig. 18). By default, the box will show the last folder on your computer that you’ve saved something in. In this example My Documents is the default location. You can save the document anywhere on your computer, although we recommend creating a dedicated folder inside of your computer’s My Documents folder. In this example, we will be saving this document in the Service Advisor Training folder we created previously (see page 8). To save the document into our example Service Advisor Training folder, DOUBLE-CLICK that folder’s icon (circled in yellow in Fig. 18). Now, CLICK the SAVE button and the document saves onto your computer in the folder you’ve selected. (back to top)
	Adobe Reader - Installation Instructions Our training materials are distributed in Adobe PDF format. As of July 2004 you will need at least Adobe Reader (formerly Adobe Acrobat Reader) version 5.0 or higher to properly view these files. The Adobe Reader can be downloaded for free from www.adobe.com. Download Installer from Adobe’s Website Note: These directions are current as of July 2004. Open your web browser and go to www.adobe.com. The webpage that appears will present you with a list of choices in Step 1 (Fig. 19). Under the Platform drop-down menu select the version of Windows you are using. Under the Connection speed drop-down menu select dial-up if you are connecting through a phone line, otherwise select broadband if you have a high-speed Internet connection. Scroll down the page and uncheck the second checkbox (Fig. 20) for downloading the Photoshop Album 2.0 Starter Edition. Next, scroll to the bottom of the page and click on the red Continue button. On the next page that appears click on the red Download button. Fig. 19 - Step 1 of 2 - Choose your Platform and Connection speed. Fig. 20 - Step 2 of 2 - Uncheck the second box. Fig. 21 - Download - Click Open. Fig. 22 - Adobe Download Manager window. Fig. 23 - Installer is unpacking itself. A download dialog box will appear (Fig. 21) asking if you would like to open or save the file. Click on Open. In a brief moment you will see the Adobe Download Manager window appear (Fig. 22). This will give you a visual indicator of the download process. You will then see the screen as shown in Figure 23 as the installer unpacks itself. Installation Wizard After the installer has finished preparing itself you will see the Installation Wizard appear. The first screen that appears is a “splash screen” containing a large picture. Click Next on this screen. On the next screen, Click Next to continue (Fig. 24). The installer will give you an option of where to install Adobe Reader. Just Click Next on this screen (Fig. 25). Click Install to finish the installation of Adobe Reader. The installer will show you a status screen of the install. When it has completed you will see the Setup Wizard Complete! screen. Click Finish and you’re done! Fig. 24 - Installation Wizard - Click Next. Fig. 25 - Click Next to continue. (back to top)
	FREQUENTLY ASKED QUESTIONS I didn't receive my materials, where do I get them? Typically, training materials will be emailed to you prior to the session. If you do not receive your training materials the day before the session, please email adminsupport@rloconnor.com or call toll-free 800.755.0988 and one of our Client Services Associates will assist you. Additional materials may also be available through the File Transfer Window, which the instructor uploads prior to the session (see page 9). What are the minimum system requirements to participate in the LIVE Online sessions? • Microsoft Windows 95/98/Millennium(ME)/2000/XP • Intel Pentium or equivalent processor with at least 166 mhz clock speed • Microsoft Internet Explorer 4 or higher (download for free at www.microsoft.com) • 32 MB RAM • JavaScript and cookies enabled in browser • DSL/Cable Internet connection (BLIG members may use dial-up) • Email Account • Headset and speaker phone • Calculator • Adobe Acrobat Reader 5.0 or higher (download for free at www.adobe.com) • Quiet/Noise-Free Environment I read the system requirements and I don’t have everything that you have listed. Will I have problems participating in the LIVE Online sessions? In order to have an optimal training experience with minimal to no glitches, we strongly recommend that you update your computer system to the minimum system requirements. Below are links to download the latest (free) software: Adobe Acrobat Reader – http://www.adobe.com Microsoft Internet Explorer – http://www.microsoft.com Why would I need a high-speed (e.g. Cable, DSL) Internet connection? We highly recommend that if you are currently using a dial-up connection, to upgrade to a high-speed connection such as DSL or Cable. Because the training is LIVE (in real time) and delivered directly via an Internet connection to your computer as it happens, to avoid any lags that may occur (as it happens more frequently in dial-up) - DSL, Cable or higher-speed connections is recommended to give you a smoother, less-interrupted training experience. Do I have to have an email account? Yes. When you are registered for a LIVE Online training session, your user name and password and all other essential information about that class session is emailed to you. All training materials are also sent via email. If you do not have an email account, please obtain one. Without an email account you will be unable to participate in a LIVE Online training session. I don’t have Adobe (Acrobat) Reader. What should I do? Adobe (Acrobat) Reader is an essential tool that you will need in order to view and print your class session materials. If you do not have it, please download this free software at: http://www.adobe.com. See above (Adobe Reader - Installation Instructions) on this user’s guide for detailed instructions on how to install this software on your computer. As of July 2004, you will need at least version 5.0 or higher to properly view your training materials. Why do I need a speaker phone and a headset? In order to hear the instructor during the LIVE Online training session, you will need a speaker phone with a headset. LIVE online training sessions utilize the Internet (to see the presentations live in your web browser) and the telephone to listen and speak to the instructor and other participants. You will need a speaker phone if you are having other staff in your shop participating in the session so they can hear as well. If you are the only one participating from your shop, then we strongly recommend that you use a headset to minimize background noise and enable you to hear the instructor and other participants clearly. Help! I forgot my username and/or password. Please email adminsupport@rloconnor.com or call toll-free 800.755.0988 and one of our Client Services representatives will provide you with your username and/or password. I have Windows XP Service Pack 2 installed. Is there anything special I need to do first? Please refer to the Windows XP Service Pack 2 section below for special instructions regarding LIVE Online Training with Windows XP Service Pack 2 (back to top)
	IF YOU HAVE WINDOWS XP SERVICE PACK 2 Microsoft has released a security update to its Windows XP series of operating systems called Service Pack 2. This software patch provides additional security to your computer, however as a result it may inadvertently block some portions of the LIVE Online Training from working properly. Specifically, the new Popup Blocker feature may prevent portions of the training website from working properly. This feature can easily be disabled for the LIVE Online Training while still providing security for the rest of your Internet browsing activities. You can quickly see if you have Service Pack 2 installed on your Windows XP computer by invoking the System Properties window by right-clicking on My Computer and choosing Properties or by simultaneously pressing the Windows Logo and Pause/Break keys. (Figure 26) The System Properties window will list Service Pack 2 if you have it installed. If you do not have Service Pack 2 (or greater) installed then you may quit reading this section. If you do have Service Pack 2 (or greater) installed then keep reading. In Internet Explorer click on the Tools menu, then click on Internet Options. (Figure 27) Click on the Privacy tab, then click on the Settings button next to Pop-up Blocker. (Figure 28) Inside of the box labeled Address of Web site to allow enter webex.com and click the Add button. You will see *.webex.com listed in the Allowed sites box. This turns off Pop-up blocking for the LIVE Online Training website only, allowing your computer to properly work with LIVE Online Training sessions. (Figure 29) Click Close then click OK to close Internet Options. Fig. 26 - System Properties Fig. 27 - Tools Fig. 28 - Internet Options Fig. 29 - Pop-Up Blocker Settings (back to top)
	TECHNICAL SUPPORT - CONTACT INFORMATION If you have not been able to find the help you need in this User Guide, please feel free to contact us and one of our Client Services Associates will assist you. For General Questions Email: adminsupport@rloconnor.com For Immediate Help Toll-Free: 800.755.0988 Company Information RLO Management Solutions™, Service Advisor Academy™, Service Advisor Continuing Education Program™ and the Bottom-Line Impact Groups® are divisions of: R. L. O’Connor & Associates, Inc. 3901 South Fife Street, Suite 301 • Tacoma, Washington, 98409-7309 Phone: 800.755.0988 Toll-Free Fax: 866.946.9131 Toll-Free Email: adminsupport@rloconnor.com Websites: www.rloconnor.com www.ServiceAdvisorAcademy.com www.BottomLineImpactGroups.com Suggestions/Comments Please direct all suggestions and comments regarding this User’s Guide, the RLO Management Solutions website, Service Advisor Academy website, the Service Advisor Continuing Education Program™ or any online training directly to our company president, Robert “Bob” O’Connor at bob@rloconnor.com. We do value your suggestions and comments and promise to give each heavy consideration. (back to top)
	Toll-Free: 800.755.0988 E-Mail: info@rloconnor.com RLO Management Solutions™ is a division of R. L. O'Connor & Associates, Inc. ©2004 R. L. O'Connor & Associates, Inc. All rights reserved. Site powered and designed by RLO Management Solutions™.