Page 35 - Annual Report 2016_17

14000
11500
12000

10000
8000
5373
6000
4000
2341
2000 498 35 400

0
Phone Email Chat Remote Onsite Visit Others
Connection

Soul Query Handling Tools (Apr-2016 to Mar-2017)

Fig. 15: SOUL Query Handled by SOUL Technical Assistants

v Telephone Helpline: The Centre has a dedicated telephone line (079-23268300) for handling

queries from SOUL users.

v Instant Messaging: The Centre has created a Google email ID (soulhelp0007@gmail.com) to
provide support to SOUL users through Gmail and Google Talk.

v Remote Connection: SOUL Support Cell uses software such as AnyDesk, Teamviewer,

ShowMyPC, etc. to remotely connect the User’s SOUL server to view and solve the problems in
real time. This method is used for fixing the problem when all other methods of solving the
problems do not provide desired result.

v Onsite Visit: Besides all above methods of solving queries, SOUL Support staff also visits the

Institutes of SOUL users in case every other method could not resolve the problem and also if
user wants SOUL Technicians to install and upgrade the SOUL at their Institute.

v FAQs: FAQs (Frequently Asked Questions) was developed based on prolonged experience of

SOUL Technicians. FAQs are written with screenshot and step-wise solution to the queries that
are being asked frequently. (www.inflibnet.ac.in/soul/faq.htm)

v SQMs: The Centre has developed a new software called “Soul Query Management System

(SQMs)” that helps to keep track of problems and queries from all active user of SOUL Software.
This software helps to serve the users more efficiently by keeping record of the queries, its status
and solution offered, which can also help to solve queries from other users.

v Documentation and Updates: Users can download flow charts for every SOUL 2.0 module and e-

book version of User Manual to learn the operations on their own from the INFLIBNET Centre’s

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