<?xml version="1.0" encoding="utf-8"?>
<predefs version="2.0">
	<reply name="111.  Greet">
Hello, my name is Evan and I will be assisting you today. Please allow me a moment to review your ticket information.
	</reply>
	<reply name="311.  After viewing ticket">
I see you are looking for assistance with #### .  May I have permission to remotely access your PC so I can assist you?
	</reply>
	<reply name="611.  ImaCheckItOut">
I will now look into this issue and try to resolve it.  For this part of the session you will not need to anything, as I am accessing the PC.
	</reply>
	<reply name="511.  After launching Remote">
You should now see a window open that requests your permission to allow me to access your PC.  Please click ‘Ok’ so that I may access the PC.
	</reply>
	<reply name="711.  Threats Found!">
It appears our scans have detected multiple malware threats on this PC.  I will now use the antivirus/security tools on your PC to try and remove them.
	</reply>
	<reply name="712.  You need an EMR">
I ran your security/antivirus tools on the PC, however it seems they were unable to remove the threats we found today on the PC.  We can remove it for a one time charge of $49.99 using our technician tools (guaranteed to remove all malware and traces of them on the PC).  In addition, we also offer a 1 year subscription to Malware Buster for $29.99 to automatically prevent any future malware from infecting the PC (not only viruses, but all forms of threats to  your device). There is also a bundle where you can purchase both for $79.99.  Please let me know if you would like to purchase our EMR Bundle today, which will allow us to fully remove all malware on the PC and setup an antimalware to protect it from future threats.
	</reply>
	<reply name="112.  Ticket server janky... restate your info">
We are currently having a bit of issues with our ticket server, so it is taking longer than normal to look for your ticket.  If you don't mind, please provide me your phone number and briefly re-state your issue in this chat box, that way I can begin assisting you immediatley.
	</reply>
	<reply name="113.  Trend blocking us, turn it off please.">
If you have Trend Micro installed, that is likely what is blocking our connection.  We will need you to temporarily disable it by doing the following:  Take a look in the bottom right hand corner of your screen (near the time and date) and look for the red/white Trend Micro icon.  If you do not see it, try clicking the up arrow icon in the bottom right of the screen first.  Once you have found that icon, I will need you to right-click on it and select Exit.
	</reply>
	<reply name="713.  - &quot;Why isnt malware removal free?&quot;">
Our support covers technical issues in Windows and diagnosing malware threats.  But due to the fact that malware is installed by the end user whether intentionally or not, and that it requires proprietary software to remove, it is outside of our bounds to remove free of charge if it was not removed by software you own.
	</reply>
	<reply name="821.  - &quot;Can you call me?&quot;">
I am unable to perform assistance via telephone at the moment.  I am happy to help via remote access and will be best able to assist you with that option.
	</reply>
	<reply name="813.  - &quot;Why is my wallpaper black?&quot;">
While we are in a remote session, your background is temporarily changed to a blank one.  This helps us connect to your PC a bit faster.  Once we end our session, it will go back to the wallpaper you had before.
	</reply>
	<reply name="617.  Popups ain't malware">
Popups like these are not harmful to your PC, as they are simply (rather annoying) websites.  As long as you do not call any numbers provided by these pages or install any programs from them, your computer is unaffected by these sites.  They are often reached by accident when you mistype a website or click on an ad.  To close out of these pages, you can press the ESC key and select the option that says "Prevent this page from creating dialogs", then press ESC again.  If all else fails you can open up the task manager by holding down the CTRL, SHIFT, and ESC keys and right clicking to 'End task'.
	</reply>
	<reply name="911.  Goodbye">
I'm happy I could be of assistance; thank you for contacting support and please enjoy your day.  You can click the X in this window whenever you are ready to close this session.
	</reply>
	<reply name="921.  Goodbye + Mbam Pitch">
I am happy I could be of assistance today.  Before we end our session, I would like to let you know that we are currently offering customers the program Malwarebytes Premium (A tool I highly recommend and use on my own PC).  This is an anti-malware tool that runs in the background of your PC and automatically finds and removes all kinds of malware that antiviruses cannot (not only viruses, but all forms of PC threats) before they have a chance to infect your PC.  A 12 month subscription for this program is only $59.99, and can also be used on up to 3 devices simultaneously.  Please let me know if you are interested in this offer today, otherwise thank you for contacting support and please enjoy your day.  You can click the X in this window whenever you are ready to close this session.
	</reply>
	<reply name="114.  No response for 30min">
As I haven't received a response from you, I believe we may have become disconnected. If you continue to experience your issue please visit us at www.mydeviceadvice.com/support or contact us at 248-282-6259
	</reply>
	<reply name="632.  Reboot printer">
Please reboot your printer by powering it off, unplugging and re-plugging the printer's power cable, then powering it back on.  Let me know once it has powered back on as well, please.
	</reply>
	<reply name="633.  Reboot router">
Please reboot your router by unplugging the power cable to the router and re-plugging it in.  Once your internet is re-established we will automatically reconnect.
	</reply>
	<reply name="634.  Powercycle laptop">
Next, we will need to power cycle your laptop.  In order to do this I will need you to 1.  Shutdown the PC, 2. Flip the PC upside down, use the unlock tabs to remove the battery, 3. With the battery out, also remove the power cable and any other attached USB devices from the PC and 4.  Press the power button 5 times with the battery removed.  Afterwards, you will need to reinsert the battery/reattach the power cable and turn the PC back on normally.  Once it is back on we will reconnect automatically.
	</reply>
	<reply name="635.  Powercycle desktop">
Next, we will need to power cycle your PC.  In order to do this I will need you to 1.  Shutdown the PC, 2. Remove the power cable and any other attached USB devices from the PC and 4.  Press the power button 5 times.  Afterwards, you will need to reattach in your power cable to the PC and turn it back on normally.  Once it is back on we will reconnect automatically.
	</reply>
	<reply name="636.  Unplug ethernet; test wifi">
Please unplug your ethernet now cable so we can test your wireless connection.  We should automatically reconnect afterwards, however if we do not and there is still a network issue, please plug your ethernet cable back in so we can reconnect and continue looking into the issue.
	</reply>
	<reply name="811.  AnythingElse?">
Is there anything else I can assist you with today?
	</reply>
	<reply name="411.  Login To ####">
On this page you will need to login to your account for #### .  If you are unable to login you will need to use the "Forgot password" option.
	</reply>
	<reply name="413.  Enter Code for ####">
On this page I will need you to enter your provided code for #### .
	</reply>
	<reply name="412.  Bundle Login to ####">
On this page you will need to login with the corresponding username and password for #### .
	</reply>
	<reply name="612.  This will take a while">
This may take a while, so feel free to step away from the PC if you need to, I just ask that you check the screen every 15min or so, because in the event that I may need to reboot the device I will need you to log back into Windows.
	</reply>
	<reply name="643.  What programs from the bundle do you want?">
Which programs would you like to install from your bundle today?  (Keep in mind that any apps/services that are limited time offers will begin using up this time once they are activated, so it is a good idea to only install the programs you want ASAP and save others for later.)
	</reply>
	<reply name="613.  EMR Begin">
I will now begin running a series of malware scans/removal tools to ensure your PC is malware-free.  For this part of the session, you will not need to do anything from your side as I am accessing the PC now.
	</reply>
	<reply name="614.  PC TuneUp Begin">
I will now begin running a series of PC optimization tools to ensure your PC is running as intended.  For this part of the session, you will not need to do anything from your side as I am accessing the PC now.
	</reply>
	<reply name="xOur Number">
You can reach us (Premier Tech Support) at 248-282-6259.
	</reply>
	<reply name="822.  -&quot;What is malware?&quot;">
Malware is malicious software that can do everything from gain access to your computer to gathering your personal data.  Malware finds its way onto your computer through various means, including installing legitimate software that has other optional software bundled into it.  If malware has already gotten onto your PC, it can also download additional malware directly onto your system without you being aware.
	</reply>
	<reply name="xMcafee">
McAfee’s number is 866-622-3911
	</reply>
	<reply name="xQVC">
QVC's number is 800-367-9444
	</reply>
	<reply name="xPC Treasure's Customer Support">
PC Treasure's customer support number is 248-969-7800
	</reply>
	<reply name="xMicrosoft">
Microsoft's number is 800-642-7676
	</reply>
	<reply name="xDell">
Dell's number is 800-624-9896
	</reply>
	<reply name="xHP">
HP's number is 800-474-6836
	</reply>
	<reply name="xLaplink">
Laplink’s number is 877-904-9644
	</reply>
	<reply name="xApple">
Apple's number is 800-275-2273
	</reply>
	<reply name="xBrother">
Brother's number is 877-276-8437
	</reply>
	<reply name="xLexmark">
Lexmark's number is 800-539-6275
	</reply>
	<reply name="xEpson">
Epson's number is 800-463-7766
	</reply>
	<reply name="xCanon">
Canon's number is 800-652-2666
	</reply>
	<reply name="xAmazon">
Amazon's number is 866-216-1072
	</reply>
	<reply name="xAcer">
Acer's number is 800-816-2237
	</reply>
	<reply name="xTrend Micro">
Trend Micro's number is 800-864-6027
	</reply>
	<reply name="xToshiba">
Toshiba's number is 800-457-7777
	</reply>
	<reply name="654.  PC TuneUp Done">
I have finished running the PC optimization tools and your PC should now be running as intended.
	</reply>
	<reply name="653.  EMR Done">
I have finished running the malware scan/removal tools and your PC should now be free of any malware.
	</reply>
	<reply name="642.  Which bundle do you have?">
In order to install software from your bundle, I will need to know which bundle you have.  You should have recieved a software brochure in the mail from QVC/HSN shortly after you recieved your device.  If you have this brochure, please tell me the 5-digit Part number of the brochure (this will be on the front of the brochure, and will say "PCT Part Number")
	</reply>
	<reply name="618.  Which Email Provider">
Which email provider do you use? (Your email provider is the website after the @ symbol in your email address)
	</reply>
	<reply name="616.  Did you see this popup online?">
Did you see this virus/popup while browsing the web?
	</reply>
	<reply name="615.  Demonstrate where you saw this issue">
Can you please navigate to the page/app where you came across this issue, so I can see the problem firsthand?
	</reply>
	<reply name="619.  This is webmail - it's great, wanna shortcut for it?">
On this page (referred to as Webmail) you can view your email inbox and also send emails.  This is the simplest and most efficient way to access email (as you are getting it directly from the email server, so it is always up to date).  If you'd like I can put a shortcut to this email inbox on your desktop for convenient access.
	</reply>
	<reply name="714.  - &quot;Why didnt my antivirus remove the threats you found?&quot;">
Not all PC threats are viruses.  Viruses are one type of PC threat along with adware, spyware, ransomware, etc.  The umbrella term for all these forms of PC threats are known as Malware (malicious software) and an antivirus alone is not able to detect all malware.  For this reason, we reccomend our EMR Bundle as this will allow us to fully remove all malware on the PC and all traces of it, and also install the antimalware Malware Buster to protect you from all forms of future malware threats.
	</reply>
	<reply name="715.  If they maybe wanna buy an EMR later">
If you would like to purchase this at a later time, you can contact us again and ask the phone agent to resume a purchase session with the ticket number ####.
	</reply>
	<reply name="623.  Test Print Success!">
Your printer is now fully connected and should be working normally.  If you'd like to further test it by printing something out yourself, you may do so now.
	</reply>
	<reply name="621.  What printer you got?">
What is the brand/model of your printer?  (For example: HP Envy 3400)
	</reply>
	<reply name="644.  Brochure Missing/Invalid Codes">
In the event that you did not recieve your software brochure in the mail, or the codes on it are invalid (due to a misprint), you will need to have a new one sent to you from PC Treasures in order to install any bundled software.  PC Treasure's customer support number is 877-949-4499.
	</reply>
	<reply name="115.  Please login to an admin account">
In order to assist you, you will need to be logged into an Admin account on the PC.  In most cases, the admin account would belong to the person who first created an account on the PC.  If you know the login information for the admin account on this PC, please try signing into it now (you can sign into another account by holding down the CTRL, ALT, and DELETE keys in order, then choose "Sign Out" from the list).
	</reply>
	<reply name="512.  MyDeviceAdvice Product Checkout">
You can fill out the form on this page to purchase the product, and I can begin the process once you have checked out (when you get to the order/license number page, please leave it on the screen as I will need this to process your order).
	</reply>
	<reply name="645.  Gotta make a NewAccount">
It appears the issue we are seeing today is due to a corruption in your Windows account.  The simplest way to fix this is for me to create a new Windows account on this computer, then transfer all your files over to the new account to replace this one.
	</reply>
	<reply name="637.  PLUG YOUR DEVICE IN">
Please plug your device into a power source so we do not have any automatic shutdowns during our session today.
	</reply>
	<reply name="xAT&amp;T">
Amazon's number is (1-800)-331-0500
	</reply>
	<reply name="414.  Gimme Your SerialNumber">
Now I will need to know the serial number of your device.  Please check the back/bottom of your device for a number called the "Serial Number" or the "S/N".
	</reply>
	<reply name="922.  Goodbye + Mbam pitch (if they have the free version)">
I am happy I could be of assistance today.  Before we end our session, I would like to let you know that we are currently offering customers the program Malwarebytes Premium (A tool I highly recommend and use on my own PC).  It does appear that you have the free version of the program, however this version does not protect against malware automatically for you.  The premium version of Malwarebytes runs in the background of your PC and automatically finds and removes all kinds of malware that antiviruses cannot (not only viruses, but all forms of PC threats) before they have a chance to infect your PC.  A 12 month subscription for this program is only $59.99, and can also be used on up to 3 devices simultaneously.  Please let me know if you are interested in this offer today, otherwise thank you for contacting support and please enjoy your day.  You can click the X in this window whenever you are ready to close this session.
	</reply>
	<reply name="xKaspersky">
Kaspersky's support number is 1-866-328-5700.
	</reply>
	<reply name="415.  You have your Bundle Brochure... right?">
You should have gotten a software brochure in the mail with your software bundle information (which includes software codes and software login information).  Do you have this brochure?
	</reply>
	<reply name="622.  Did it print?">
I have just sent a page to the printer, please let me know if it prints successfully.
	</reply>
	<reply name="631.  Reboot device">
Please restart your PC by holding down the power button on your device for about 5 seconds, then press the power button again to turn it back on.
	</reply>
	<reply name="116.  Accept UAC Prompt">
If you see a prompt asking to allow UAC access, please press OK to allow me to assist you today.  If you do not see this prompt, please try minimizing any open windows to see if it is in the background.
	</reply>
	<reply name="652.  EMR Bundle Done">
I have finished running the malware scan/removal tools and your PC should now be free of any malware.  I have also setup your antimalware to automatically protect your PC from future threats.
	</reply>
	<reply name="638.  YES IM STILL HERE">
Yes, I am still connected and looking into the issue.  Just a moment please.
	</reply>
	<reply name="923.  Goodbye + ProfTeachWin10 pitch">
I am happy I could be of assistance today.  Before we end our session, I would like to let you know that we are currently offering customers the program "Professor Teaches Windows 10".  This is a program targeted towards beginners looking to learn how to use Windows 10.  The program is only $29.99 and offers a full user manual and a series of interactive video lessons that teach the user how to navigate and get the most out of the new Windows 10 interface.  Please let me know if you are interested in this offer today, otherwise thank you for contacting support and please enjoy your day.  You can click the X in this window whenever you are ready to close this session.
	</reply>
	<reply name="812.  AnythingElse? VirusScan Perhaps?">
Is there anything else I can assist you with today?  If you'd like I can also run a scan to check your PC's safety today.
	</reply>
	<reply name="924.  Goodbye + Mbuster (1PC) Pitch">
I am happy I could be of assistance today.  Before we end our session, I would like to let you know that we are currently offering customers the program Malware Buster (A tool I highly recommend).  This is an anti-malware tool that runs in the background of your PC and automatically finds and removes all kinds of malware that antiviruses cannot (not only viruses, but all forms of PC threats) before they have a chance to infect your PC.  A 12 month subscription for this program is only $29.99.  Please let me know if you are interested in this offer today, otherwise thank you for contacting support and please enjoy your day.  You can click the X in this window whenever you are ready to close this session.
	</reply>
	<reply name="925.  Goodbye + Mbuster (3PC) Pitch">
I am happy I could be of assistance today.  Before we end our session, I would like to let you know that we are currently offering customers the program Malware Buster (A tool I highly recommend).  This is an anti-malware tool that runs in the background of your PC and automatically finds and removes all kinds of malware that antiviruses cannot (not only viruses, but all forms of PC threats) before they have a chance to infect your PC.  A 12 month subscription for this program, usable on up to 3 PCs, is only $59.99.  Please let me know if you are interested in this offer today, otherwise thank you for contacting support and please enjoy your day.  You can click the X in this window whenever you are ready to close this session.
	</reply>
	<URL name="111.  Dell Drivers">
http://www.dell.com/support/home/us/en/19?app=drivers
	</URL>
	<URL name="112.  HP Drivers">
https://support.hp.com/us-en/drivers
	</URL>
	<URL name="121.  HP Print/Scan Dr">
http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe
	</URL>
	<URL name="411.  Mcafee EnterKey">
https://home.mcafee.com/secure/redeemcard/ecards.aspx?cid=169764
	</URL>
	<URL name="412.  Mcafee Login">
https://home.mcafee.com/secure/protected/login.aspx?
	</URL>
	<URL name="413.  Office activator">
https://setup.office.com/?ms.officeurl=setup
	</URL>
	<URL name="414.  Office MyAccount">
www.office.com/myaccount
	</URL>
	<URL name="122.  AMD Driver autodetect">
http://support.amd.com/en-us/download/auto-detect-tool
	</URL>
	<URL name="xGmail">
http://mail.google.com
	</URL>
	<URL name="xAOL Webmail">
https://mail.aol.com/
	</URL>
	<URL name="xYahoo Webmail">
https://mail.yahoo.com/
	</URL>
	<URL name="xComcast Webmail">
https://smartzone.comcast.net/
	</URL>
	<URL name="xVerizon Webmail">
https://webmail.verizon.com/
	</URL>
	<URL name="xiCloud Webmail">
https://www.icloud.com/mail
	</URL>
	<URL name="211.  TechTools">
http://mydeviceadvice.com/techtools/shared/TechTools.exe
	</URL>
	<URL name="212.  CS">
http://mydeviceadvice.com/techtools/shared/cs.exe
	</URL>
	<URL name="213.  PSCS">
http://mydeviceadvice.com/techtools/shared/pscs.exe
	</URL>
	<URL name="215.  WinRepair">
http://mydeviceadvice.com/techtools/shared/windowsrepair.exe
	</URL>
	<URL name="218.  Adw">
http://mydeviceadvice.com/techtools/shared/adwc.exe
	</URL>
	<URL name="217.  MBAM">
http://www.ninite.com/malwarebytes
	</URL>
	<URL name="219.  RogueKiller">
http://www.adlice.com/download/roguekiller/?wpdmdl=59&amp;ind=aHR0cDovL2Rvd25sb2FkLmFkbGljZS5jb20vYXBpP2FjdGlvbj1kb3dubG9hZCZhcHA9cm9ndWVraWxsZXImdHlwZT14NjQ
	</URL>
	<URL name="xCox Webmail">
https://webmail.cox.net/
	</URL>
	<URL name="221.  SysMechanic">
http://smfree.iolo.com/
	</URL>
	<URL name="222.  Trend 64bit">
http://files.trendmicro.com/products/Titanium/022317/TTi_11.0_EL_64bit.exe
	</URL>
	<URL name="223.  Windows Update Assistant">
http://go.microsoft.com/fwlink/?LinkID=799445
	</URL>
	<URL name="224.  McafeeRemoval">
http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp
	</URL>
	<URL name="231.  Chrome">
http://www.ninite.com/chrome
	</URL>
	<URL name="232.  VLC">
www.ninite.com/vlc
	</URL>
	<URL name="225.  Mcafee Virtual Assist">
https://mvt.mcafee.com/mvt/en-us/downloadindex.html
	</URL>
	<URL name="xOutlook Webmail">
https://outlook.live.com/owa/
	</URL>
	<URL name="220.  GeekUninstaller">
http://www.mydeviceadvice.com/techtools/shared/geek.exe
	</URL>
	<URL name="214.  JRT">
http://mydeviceadvice.com/techtools/shared/jrt.exe
	</URL>
	<URL name="216.  CCleaner">
http://mydeviceadvice.com/techtools/shared/ccleaner.exe
	</URL>
	<URL name="xTimeWarner Webmail">
https://mail.twc.com/
	</URL>
	<URL name="226.  Win10 Upgrade Tool">
http://go.microsoft.com/fwlink/?LinkId=691209
	</URL>
	<URL name="xWindstream">
https://secure.windstream.net/login/
	</URL>
	<URL name="xCenturylink Webmail">
http://centurylink.net/zmail/index.php?autologin=true&amp;ts=1504133219
	</URL>
	<URL name="311.  AdBlockPlus">
https://adblockplus.org/
	</URL>
	<URL name="415.  Norton Login">
https://login.norton.com/
	</URL>
	<URL name="227.  Visual C++ Installer">
http://www.majorgeeks.com/mg/getmirror/visual_c_runtime_installer,1.html
	</URL>
	<URL name="xSuddenlink Webmail">
https://account.suddenlink.net/my-account/checkemail.html
	</URL>
	<URL name="228.  MalwareBuster">
http://bundledapps.com/activate/mbfree14
	</URL>
</predefs>