General

Q1. What is CPF e-Helpdesk?

Q2. What are the operational hours for CPF e-Helpdesk?

Q3. Are there any charges for using CPF e-Helpdesk?

Q4. Who can I contact if I have further enquiries?

Security

Q1. What are the security measures in place to safeguard my transactions?

Q2. What happens if I forget to disconnect from CPF e-Helpdesk at the end of the session?

Q3. Can the Customer Service Officer reconnect to my computer?

Q4. Will the Customer Service Officer be able to download information from my computer while I am using the e-Helpdesk service?

Q5. Do I need to clear my cache?

Usage

Q1. What versions of Windows operating system are supported?

Q2. How long does it take to download the programme?

Q3. What settings must my browser have?

Q4. How do I set my browser security level as “Medium”?

Q5. Why am I unable to connect to CPF e-Helpdesk after I have installed Windows XP SP2? No warning page was displayed.

Q6. How do I use CPF e-Helpdesk?

Q7. How do I end the e-Helpdesk session?

Q8. Why do I receive a message saying that “The broker is currently busy.”?

Q9. How do I clear my browser’s cache?

GENERAL

Q1. What is CPF e-Helpdesk?

CPF e-Helpdesk is an online service that connects your computer to ours so that our Customer Service Officers can share the screen you are viewing. This enables us to guide CPF members and employers who need help when navigating the CPF website or using our e-services.

Q2. What are the operational hours for CPF e-Helpdesk?

Our operating hours are: Mondays to Fridays - 8:00 am to 6:00 pm We are closed on Saturdays, Sundays and public holidays.

Q3. Are there any charges for using CPF e-Helpdesk?

No. The CPF e-Helpdesk service is free.

Q4. Who can I contact if I have further enquiries?

For enquiries on CPF e-Helpdesk, simply e-mail us at cpfboard@cpf.gov.sg or contact us at our CPF Call Centre at 1800-227-1188.

SECURITY

Q1. What are the security measures in place to safeguard my transactions?

CPF e-Helpdesk only allows our Customer Service Officers to guide you along as you use our website. It does not allow us to submit applications on your behalf, so you retain control over your transactions.

Q2. What happens if I forget to disconnect from CPF e-Helpdesk at the end of the session?

To protect the confidentiality of your transactions, please remember to disconnect at the end of the session. Nevertheless, the service will automatically disconnect if there is no action after 5 minutes or when the Customer Service Officer assisting you logs out.

Q3. Can the Customer Service Officer reconnect to my computer?

No. The Customer Service Officer cannot reconnect to your computer. Only you can initiate a session by downloading and reinstalling the programme.

Q4. Will the Customer Service Officer be able to download information from my computer while I am using CPF e-Helpdesk?

No. CPF e-Helpdesk only allows our Customer Service Officers to share the screen you are viewing. It does not allow us to download information or execute any programme from your computer.

Q5. Do I need to clear my cache?

You may like to clear your cache to ensure that all components from the e-Helpdesk programme were removed.

USAGE

Q1. What versions of Windows operating system are supported?

Windows 95, Windows 98, Windows Me, Windows NT, Windows 2000 with Service pack 3 and Windows XP with Service Pack 2.

Q2. How long does it take to download the programme?

Download Size : 500 KB

Estimated Download Time : Dial-up (56K) ~ 5 minutes   Broadband ~ 1 minute

Q3. What settings must my browser have?

In order to use CPF e-Helpdesk, your browser must have the following settings:

Q4. How do I set my browser security level as “Medium”?

For Internet Explorer 5.X and 6.0:

1. Select Tools from the pull-down menu in your browser. 2. Select Internet Options. The Internet Options dialog box will appear. Select the Security tab. 3. Select Internet and click the “Custom Level…” button. 4. Select “Medium” from Reset Custom Settings and click the “Reset” button. 5. Click “OK”.

Q5. Why am I unable to connect to CPF e-Helpdesk after I have installed Windows XP SP2? No warning page was displayed.

1. Look for the Internet Explorer Information Bar (See Figure 1) near the top of your web browser.

Figure 1: Internet Explorer Information Bar

2. Right click on the Information Bar and click Install ActiveX Control in the menu (see Figure 2).

Figure 2: Internet Explorer Information Bar Menu

3. In the Security Warning dialog box, click Install.

Q6. How do I use CPF e-Helpdesk?

1. Click the “I Agree” button to automatically download and install the e-Helpdesk programme in your computer.   2. Depending on your security settings, you may see a Security Warning dialog box. Click “Yes” to install the ActiveX control.     3. Please enter you name and email address, then click “Start”.   4. If the installation is successful, you will see the message box below.   5. Please wait for a Customer Service Officer to connect to your computer.

Q7. How do I end the e-Helpdesk session?

You may end the e-Helpdesk session any time by doing the following:

1. Open e-Helpdesk client 2. Select “Uninstall now ” and click it.

Q8. Why do I receive a message saying that “The broker is currently busy.”?

You will receive this message when all our Customer Service Officers are engaged. You may choose to wait for an available officer or call us at our CPF Call Centre at 1800-227-1188.

Q9. How do I clear my browser’s cache?

For security reasons, please clear your browser’s cache after each session by following these steps :

Internet Explorer 4.X / 5.X:     1. On the Menu bar,   a. For IE4.x, click on 'View'   b. For IE5.x, click on 'Tools' 2. Select 'Internet Options' 3. Select 'General' tab 4. Select 'Delete files' under Temporary Internet Files and click 'OK' 5. Click 'OK' to exit the dialog box