ILINX Capture: Scanning in a Production Environment

ILINX Capture utilizes a web based platform that combines functionality as well as ease of use while scanning in a production environment.  This platform allows production workers to remotely tap into the system to perform any task in the production workflow.  Capture makes use of many different image enhancement techniques.  In ILINX Capture’s production environment, batches move through the processes in an efficient and organized workflow. 

ILINX Capture’s web based platform makes it possible for a technician to scan and process batches from remote locations.  This feature allows technicians convenient access to the production environment while not at the same locations.  Each process in the workflow (ie Capture, Classify and Indexing) can be performed by an operator whether or not they are on site.  Knowledge workers can answer questions without having to look over the shoulder of the production worker. 

ILINX Capture has many functional image enhancement tools for scanning less than good quality paper.  Images can be replaced, inserted or appended at any stage in the workflow process.  Images can be copied into various places throughout the batch.  Images can also be printed at anytime during the workflow.  If images are scanned out of order and need to be corrected, with ILINX Capture you can move images around after they scanned into the system. 

The most important aspect of Production Scanning is efficient workflow.  ILINX Capture workflow allows batches to move seamlessly from one process to the next.  Batches can also be moved backwards in the workflow if they need to be reworked.  With ILINX Capture you can use any scanner as long as the PC you are using has the twain drivers installed on it.  In the user window, a batch can be easily found at any stage in the workflow without confusion or the necessity of using the Server Manager.

Jeff Martin                               Ali Adam

ImageSource, Inc.                ImageSource, Inc.

Exchange 2010 Upgrade

As part of our Enterprise Content Management system we are upgrading our Exchange servers to 2010 to better handle our enterprise demands for e-mail content and integrate with SharePoint 2010.  Upgrading from Exchange Server 2003 to 2010 most users won’t notice a huge difference in E-mail performance but where they will notice changes is the new look and feel of OWA (Outlook Web Access) 2010.  OWA 2010 has some great new features such as Conversation view, which allows a user to view the whole chain of responses in one threaded view.   Another great feature that I think everyone will be happy about is that in OWA 2010 all  messages show up on one page, with OWA 2003 the maximum limit was 100 per page, now with OWA 2010 there is no limit no matter how big your inbox is all your messages are on one page.   Also a great feature which we just tested is the function to allow a user to remotely wipe their phone via OWA, so if your phone is lost or stolen you can completely wipe your phone clean of sensitive information.  

 At ImageSource we represent a variety of software options, our consulting services provide an independent and objective approach. Many consultants use a one size fits all philosophy. Our flexible and proven methodologies allow us to help you define truly suitable solutions for ECM and integration with corporatet office tools. 

Will Hart
Support Engineer
ImageSource, Inc.

Nexus 2009 Shows Promise for a Stronger Economy

I’ve heard many comments from individuals summing up their ‘NEXUS ECM Experience’ over the past week following the show’s November 2nd close.  From my perspective, the tweets and blogs captured the momentum and attendance at the show was greater than last year.  I think this is because the quality and value of the show in general was up.  Attendees this year definitely had an agenda, and most were actively seeking solutions, as compared to years passed.  The companies that will be on top when the economy turns will be those who have a strong ECM foundation for business processes.  It was encouraging to see the excitement and drive to get back to work and start retooling for a more efficient future.   If you missed out this year, make sure to register for Nexus 2010 and lock in the reduced rate of $195! Use code NEXUS10SPL

Leigh Woody

Program Manager

ImageSource, Inc.

Enterprise Content Management (ECM): Best Practices for Backfile Conversion

The 2 main aspects of Backfile Conversion are Security and Quality.  Security within the document scanning process is tracking and maintaining records for each document through the workflow.  If a conversion workflow is tracked and accounted for efficiently, a quality product will be the result. 

In addition to maintaining records of documents it is not uncommon that someone will want to view one of the documents that are in the workflow.  If an itemized inventory list (tracking log) was created at the beginning of the conversion workflow and an entry to the tracking log was made every time the document was processed, it should take minutes to locate where the document is and provide either the hard copy or the imaged copy of that document for the individual looking for the document.

The conversion workflow process usually consists of incoming inventory, preparation of documents for scanning, scanning of documents, indexing, releasing of images into the Document Management System and outgoing inventory.  When an entry is made to the tracking log, the name and date should be included in the entry.  This will assign that technician the responsibility of the document during this stage in the workflow.  The goal with assigning responsibility is to add incentive for the technician to make sure the document is imaged clearly and indexed accurately.  Accountability ensures quality of work being produced.

Through the use of a tracking log documents are secure in that they know where they are at all times.  Technicians are held accountable for their work. 

 

Jeff Martin

Conversion Services Project Coordinator

ImageSource, Inc.

  

Kofax moves to a pay-per-incident (PPI) system. What are your options?

As of August 3, 2009, worldwide technical support via telephone for all versions of Kofax’s VRS has been convert to a pay-per-incident (PPI) system.  Fujitsu offers a toll-free technical assistance support line for all Fujitsu scanners and software during the warranty period.  The scanner warranty includes phone support for Kofax VRS products provided with the purchase of Fujitsu Scanners.  Contact ImageSource for Fujitsu Scanners with VRS and post sales support.

Leigh Woody

Program Manager

Benefits of Remote Services for ECM Support

Would you land a plane in dense fog without radar?   Probably not, so why can it be difficult to get support representatives of  major software manufactures to dial in and assess critical business ECM servers to aid with troubleshooting?  I recently worked with a large ECM company that told me “Before that occurs ( dialing in ) … the customer needs to have the understanding that all we would be doing is observing the issue and that no troubleshooting or resolution recommendations would occur”.

What kind of a response it that!  I literally thought it was a joke.  I brought this to the attention of the technician’s manager and he agreed with his staff and said to me that in some occasions a remote session is the very first request (and occasionally only info) in new service requests.  He went on to tell me that occasionally something like – “my system isn’t working start a web session so I can show you”.   is frustrating for them because it is easy to get trapped into a complete unknown situation with no measurable exit strategy.  This can turn a quick 30 minute dial up session into an all day ordeal burning multiple resources at the expense of their other customer’s Service Request”.  So, they don’t want to help you because it may take up too much time?

Dumbfounded I went back to the support technician for more clues to this odd adaptation of quality customer support:

“To answer your question, it is not a joke. Since we do not know the cause of the issue we cannot state what the customer should do regarding resolution or troubleshooting. Therefore remote access is not going to accomplish anything outside of observing the customer system and possibly gathering new information. We often experience remote access sessions where the customer had the false expectation that just because we have remotely accessed the system we have an intimate knowledge of exactly what is causing the issue when in fact we are simply trying to discern the nature of the issue. The customer is then quite upset that we did not fix the reported issue. To avoid disappointment for the customer I felt it was of value to set an expectation of what the remote session would accomplish.”

This is a very experienced and knowledgeable technician who has already confirmed the validity of the issue and should be helping us figure out the solution to very complex problems by using all the tools available.  As the manager of the ImageSource Support Department there was no way that I was going to have a conversation with the client to tell them that I had a specialist on the line who has no intention of troubleshooting or coming up with possible resolution recommendations.

At ImageSource, It is our philosophy that we dial into a system because we don’t have an intimate knowledge of what’s causing the issue. If you had “intimate knowledge of exactly what is causing the issue” you would have no practical need to take a look.   We at ImageSource understand the value of getting in and taking a firsthand look to confirm the actual facts and maintain momentum to solve problems.  We believe that it is impossible to get the level of good data required to close service request and garner the benefits of informative research without truly understanding the environment. You know the adage… I picture is worth a thousand words.

Leigh Woody
Program Manager