- 123 Live Help Chat
Contents
1. When its value is on the client side will login the user by filling the username and password _ this will require you to integrate the database first to validate the user account 44 123 Live Help User Manual 5 Modules setting 5 1 Flashcom audio video module With flashcom audio video module enabled you can add webcam and voice chat In video voice chat 8k sec bandwidth is used by default And this bandwidth consumption is adjustable Unlike the basic text chat this webcam chat module is developed based on flash media server and can fully integrate current 123livehelp If you don t obtain the flash media server yet you can buy directly from macromedia http www macromedia com Flash Media Server or Flash Communication Server Video Control The code to activate video function to 123flashchat sample lt flashcom audio video targetURI rtmp 123livehelp video Off audio Off gt lt flashcom audio video gt Parameter Type Default Description value targetURI string The Uniform Resource Identifier URI of the application on the Flash Media Server that should run when the connection is made audio On Off On Enable the audio mode video On Off On Enable the video mode 2 Customize transcript style The apache velocity template engine is implemented to ensure that the transcript style can be customized About how to use the apache ve2. ip String Set the Server address A default means the live help server will bind to all IP addresses of your server The host value in config xml can be a random IP address or any domain name which points to this IP address Either way clients will be able to connect to the server If you set IP address of the server to the specific IP address of your server then the live help server will only bind to this IP 36 123 Live Help User Manual This will mean that in config xml to connect the live help server you can only use this specific IP address or the domain name which points to this IP address http server To modify the Parameters please refer to the table below port Number 8988 The server port must be identical with the port value in client xml String Set the Server address A default means the chat server will bind to all IP addresses of your server The host value in config xml can be a random IP address or any domain name which points to this IP address Either way clients will be able to connect to the server If you set IP address of the server to the specific IP address of your server then the live help server will only bind to this IP This will mean that in config xml to connect the live help server you can only use this specific IP address or the domain name which points to this IP address enable Strin
3. Chat 2008 08 07 13 45 01 17 123 Live Help User Manual 4 2 3 Operator Online Offline Button You are recommended to place a chat button on your webpage showing the availability of the general operator team online or offline with the built in presence detector If one or more operator online d a ke se Chat with us If no operator online Ka OFFLINE You may log in as an operator member and refresh the Welcome Page to view the online chat button Then log out as the operator member and refresh the Welcome Page to view the offline chat button The graphics can be replaced You can design by your own or hire us to design for you 4 2 4 Customer list staffa logged in 123 Live Help4 0 Live Help Control C Tools Canned A Help af Logout js Take Chat i ei Next i Previous 7 My Profile L Search fg Admin Panel Customer 3 Visitor 0 Operator User ID Question Status Operator Departm StartTime WaitTime ChatTi IP Customer3 Wait None Sales 2008 08 07 13 55 59 00 06 00 00 127 Top of the panel shows the user list including following information customer name when does he she log in status waiting chatting or operator lost connection or disconnected There are three degrees of the waiting customer displayed by background colors which would change from white yellow to red and distinguished by their
4. 4 1 5 Department Admin to customer You may need to create multiple departments to allocate visitors for operator to serve them better for example Pre Sales and Post sales Technical Support Admin to operator Once again we d emphasize don t forget to designate new operator to specific department s first or the new operator can t see any visitors at all One department can have multiple operator members and one operator can manage multiple departments Like the diagram shows before Here is a screenshot of the department management panel As you can see departments can be added modified or deleted 14 Admin 123LiveHelp z L I Search amp i Logout 7 s Next 7 Monitor Department Account Search Ban Unban 123 Live Help User Manual Sales 1 2 Tech 1 2 Design 0 1 Manage Department 123 Live Help Add Department Department Name 4 1 6 Ban and Unban Admin can ban or unban user s IP in this panel and there is a ban list in this panel with all the banned IP being listed here As showing below Admin 123 15 123 Live Help User Manual 4 2 Operator Panel 4 2 1 How to access Operator Panel Click the 123LiveHelp icon in desktop and login as operator This is a platform for operators to manage chat and offer live help and support to website visitors customers Def
5. HR EU UR 41 1 General Setting eeh ee 41 2 Record Per Page Setting ccesssscceseeeecseeeeeeseeeeeeseeeaeeseeeaeeeeeeeseaeeas 44 3 Encrypt Message Geng AEN 44 4 Enable Guest Login ae ee 44 5 M dules Selling ar nennen ee 45 Customize Transcript SIyl amp seasunenenene tee ee ee 45 Eeer 48 123 Live Help User Manual 1 Introduction 123 Live Help Server Software is a full fledged solution for your sales rep or supporter to one to one chat with website visitors to promote online sales of product or service It shortens sales cycle and increases customers satisfaction and confidence It can also increase agent productivity and reduce service costs 123LiveHelp makes your web site live and interactive 2 Requirement 2 1 Server Requirements 2 1 1 Supporting Platforms e Windows 95 98 NT ME 2000 XP Vista Solaris Sparc 2 6 7 8 9 Solaris Intel 2 6 7 8 9 Compaq Tru64 IRIX HP UX 10 20 11 AIX 4 3 x Linux Redhat 6 2 7 1 7 2 7 3 9 Linux Caldera TurboLinux Mac OS Classic 8 1 9 X Mac OS X 10 0 10 1 Mac OS X Server 2 1 2 Hardware requirements 123 Live Help Server Software will be compatible with most server hardware The minimum hardware requirements are as follows e 586 200 MHz or faster processor 64 MB of RAM or more 100 MB free hard disk space or more Dedicated PII 400 MHz with 256 MB RAM is eligible to handle 500 or more concurrent users Adding extra RAM and processors will improve the pe
6. of the staff s response type int 11 It is not used yet Note 1 To store the time we use milliseconds forms which start from 1970 1 1 00 00 These columns are start_time pick_up_time and end_time And staff_response_total_used_time stores the conversation length millisecond 2 In column plain we store the message logs in JSON format You can get the format details in http www json org Below is the structure of the plain column attribute Description a Main attribute a Data b Time c From d To e Message f Message type 0 staff message 1 client message 2 offline message And this is a JSON example 49 123 Live Help User Manual Parr d staffa e Can you help me b 1 3 58 52 c guest5 a 2008 04 03 f 0 d guest5 e Yes b 13 58 54 c staffa a 2008 04 03 50
7. server gt start 123livehelp console mode Note After configuring the server parameter manually you have to restart the chat server to make the changes effective 3 2 Linux Install 3 2 1 Get the free Linux package of 123LiveHelp here http www 123livehelp com download html Download the Linux version 123livehelp tar gz You may download with this command wget http www 123livehelp com download 123livehelp tar gz 3 2 2 Decompress download file You may use the command below to uncompress the download file tar zxf 123livehelp tar gz 3 2 3 Start the server manually After uncompressing 123livehelp tar gz you will get a folder named 123livehelp access this directory and start the server with the commands cd 123livehelp IIhserver sh start 3 2 4 Stop the server manually After starting the chat server you may stop the server with the command Ihserver sh stop 3 2 5 Restart the server manually Ihserver sh restart 3 2 6 Auto start server after system reboot Step 1 Modify Ihserver sh find the LHSERVER_HOME section define which directory Ihserver sh is located For example if you uncompressed the 123livehelp tar gz into usr local 123livehelp make sure Ihserver sh is in the directory of usr local 123livehelp and then delete the two before the two rows below in Iherver sh to make them effective FCSERVER_HOME usr local 123lhserver 123 Live Help User Manual export FCSERVER_HO
8. thank you amp Rate this Rep o D r Haan Dann SR ESA Thank you for waiting A chat session has been activated with a 23 123 Live Help User Manual One operator transfer chat with a customer to another operator If operator A transferred one customer to operator B the customer will get notification and be aware of the process too History Customer can check the chat script by clicking this button A webpage with conversation logs will pop up Exit Customer can quit the conversation by closing the chat panel 4 4 Live Help Remote Controller MSN edition Administrator may create a robot in live help and then grant the access of the robot to the reliable person s to remote monitor live help via MSN The configuration is in the Ihserver xml lt remote controller enable Off gt lt bot account password gt lt bot gt lt language value en gt lt language gt lt remote controller gt Remote controller enable String Off Enable or disable the remote controller function Bot account String null Robot account For example bot hotmail com Bot password String null Robot password language value String en Display language of the Robot 24 123 Live Help User Manual Furthermore there are four steps to configure the MSN Robot 1 6 Create Robot MSN Account Room owner sign up a new Windows Live ID Windows Live Messeng
9. that whether the swf is a legal file it needs to send the key to server when beginning to connect to 123livehelp server 6 init_root This is the root path to 123livehelp client We can load or call the 123livehlp files which includes swf xml language and other files through this path 7 init_url This is the url which customer is visiting And this parameter will be sent to staff as one 32 123 Live Help User Manual user information item in the user info panel 8 init_question Customer can send a question to staff before logining 123livhelp for asking help 9 init_logo This is the file name of logo in client swf If you set this parameter the logo file which maybe a jpg or a swf must be already placed in the 123livehelp root directory 10 init_group This is the group name In a 123livehelp host or server there are several groups and with some clients in each group Any client which want to get service from 123livehelp server should join in a group or the server may refuse its connection The default value for this parameter is default which can also be set in config xml 11 init_host amp 12 init_port These two parameters can let swf connects to server through the host address and the port specified by these two ones 13 init_secondaryHost amp 14 init_secondaryPort These two ones are used after the first connection by init_host and init_port is failed 15 init_lang This is used for configuring 123livehelp
10. www myfriendsdomain com gt lt allow access from gt lt allow access from domain mydomain com gt lt allow access from gt lt allow access from domain 11 22 33 44 gt lt allow access from gt lt cross domain policy gt 2 Global Configuration To modify the Parameters please refer to the table below message han dle workers Number It deals with messages To handle high frequency messages with over 1000 chat users in one room please set it to a higher value Normally you will not need to change it listen worker S Number If the maximum number of users is over 1000 please configure it with larger number Normally you will not need to change this http listen wo rkers Number The value of http listen workers determines on the purpose of the http server If you use the http server to receive the upload files mainly please set it to a bigger value about 20 50 if you use the http server act as a proxy server setting the value equals to the listen workers is enough http message handle work Number It can deal with messages from the HTTP server 39 123 Live Help User Manual ers To handle high frequency messages from your HTTP chat server with over 1000 users please set it to a higher value Normally you will not need to change it max connecti on Number 10000 The user maximum in all rooms will be limited
11. L pages in the demo installation package as chat client entrance 26 123 Live Help User Manual Copy the html folder in the directory lt 123LiveHelp4 0 installed directory gt html to your web server path Then the index html in this folder can be the entrance of your customer staff admin Of course you can modify this page to suit your needs and style at least don t forget to change password of admin and staffs Option B Embed 123 Live Help chat dente SWFs to your own webpage Two steps 1 Copy client files Copy the client components to your web server including client swf config xml and lang folder and keep them in the same directory 2 Embed flash HTML code object tag to webpage lt script language javascript src lt live help server ip gt lt live help server port gt live_status js gt lt script gt lt e g lt script language javascript src 127 0 0 1 8969 live_status js gt lt script gt gt lt script language javascript src 123livehelp js gt lt script gt lt script language javascript gt var parameters if urlLink undefined var urlLink try urlLink window location href 27 123 Live Help User Manual catch e try urlLink document URL catch e urlLink if urlLink indexOf 1 parameters urlLink substring urlLink indexOf var urlValue client swf parameters openSWF urlValue 100 100 livehelp topcmm_123live
12. ME Step 2 Modify etc rc local file add one row usr local 123lhserver Ihserver sh Just replace usr local 123lhserver with your FCSERVER_HOME value 3 3 Other UNIX Operating System 3 3 1 Install JRE 1 4 2 or above we recommend JRE 1 5 For other unix os server you have to install a JRE 1 4 2 or above first we recommend JRE 1 5 you may download it here http java sun com j2se 1 5 0 download jsp 3 3 2 Get the free other OS package http www 123livehelp com download html Download the other OS version 123livehelp_s tar gz 3 3 3 Decompress downloaded file You may use the following command to uncompress the downloaded file gzip d 123livehelp_s tar gz tar xvf 123livehelp_s tar 3 3 4 Set JRE Environment variable Run the java application please set JAVA_HOME env variable and PATH env variable For example JRE installed in usr local java jre you should set JAVA_HOME usr local java jre export JAVA_HOME PATH PATH usr local java jre bin export PATH 3 3 5 Start the chat server After setting the JAVA_HOME you may start the server with the command Remember to put all code below in one single line java classpath CLASSPATH lib Ihserver jar jar lib log4j jar lib jdom jar lib xerces jar com topcmm jchat LHServer A 123 Live Help User Manual 4 User Interface There are three kinds of user interfaces of 123 Live Help admin panel operator panel and customer chat client Different interfaces h
13. TOPCMM SOFTWARE CORP 123 Live Help Software User Manual Version 4 0 Topcmm 2008 8 8 123 Live Help User Manual MENU ee EE 1 PASSING E 1 2 1 Server Requirements eeceeseseeseeeeeeeeceeeeseceeeeaeeseeeaeeseeeaeeaeeaeesaeeaeseaeeaeeaeeas 1 2 1 1 Supporting E te 1 2 1 2 Hardware Requirements E 1 2 1 3 Java Virtual Machine JVM Heouements 1 2 1 4 Port Reduirements een een 2 2 2 Client Requirements ssssssninnnsssssssrrnnrresssrrrrrrrrnssssrrrrrrrnssssnntrrrnnsssnnnrenrenssnn 2 E reee E E E EEEE EEEE 2 2 1 Windows nealatan see ees ees 2 3 1 1 Get the Free Windows Package of 123LiveHelp here 2 3 1 2 Install 123LiveHelp in Windows 2 3 1 3 E 3 3 14 Start E 4 3 1 5 Stop the Chat seven seen 6 Sa E en ee ee 7 3 2 1 Get the Free Linux Package of 123LiveHelp bere 7 3 2 2 Decompress Download File rnncniiikehkeieknhesnbeben 7 3 2 3 Start the Server Mantaly n sense 7 3 2 4 Stop the Server ET 7 3 2 5 Restart the Server Manual ue 7 3 2 6 Auto Start Server after System Heboot A 7 3 3 Other UNIX Operating SYSteM uu eee eeceeeeneeeeeeeceeececeeeseeeeesaeseaeseseaeeeseaeens 8 123 Live Help User Manual 3 3 1 Install JRE 1 4 2 or above we recommend JRE 1 8 3 3 2 Get the Free other OS Package nenne 8 3 3 3 Decompress Downloaded File eceeceeeeeceeseeeeeeeeeeeeeeeeeeeeaeeeeeeaeeeeeeaees 8 3 3 4 Set JRE Environment Varable AA 8 EENHEETEN deeg 8 e WsarINterf te ernear e
14. Time 2008 08 07 13 45 01 Question Can you help me staffaflogged in Sales Tech Design One to one private messages between operator and customer are managed in this sub panel On the top of the chat panel there are 3 buttons 21 123 Live Help User Manual Transfer Operator can transfer user to another Operator across the department Operator can kick ban rude user out of the conversation Kick is kick only not accompanied with Ban Staff can ban user by user s IP 4 3 Customer Chat Client There are two shortcuts in the start menu to access customer chat client and test 1 Choose Customer Panel Welcome Page 2 Click Customer Chat Client in start menu directly if Windows users Start gt Programs gt 123 Live Help Chat Server 4 0 gt Client gt Customer Chat Client Showing below Customer chat client is pure flash and web based so that the customers who visit your website don t need to download any plug in to chat with your staff members The 123LiveHelp client SWF can be embedded into any webpage of a website and can be resized Recommended size width gt 495 height gt 376 By default client will login as unregistered guest Customer choose department Before logging in the customer will be required to choose a department first so that the staff can classify the customer s intentions proactively Click submit to wait in queue to request support and service A
15. are available on MSN to control the live help externally Click the nudge button to get help Command list help Get the help list staff Get the online staff list con Get the online conversation list monitor Monitor the real time conversation e g monitor guest stopmonitor Deactivate monitor the real time conversation search Search the message logs e g search 2008 1 1 2008 2 1 keyword After search you can use view page to browse all the result 5 Integration Here is a quick tutorial to integrate 123 Live Help with your website Usually it takes only a few minutes Firstly you need to install 123 Live Help free demo version which can be obtained freely from this page http www 123livehelp com download html choose one edition suits your OS download and install it Secondly once you got the welcome page working locally you can move forward to integrate the new 123livehelp chat clients with your existing website Basically 123livehelp can integrate any kind of web server whether apache IIS or others If the chat server of 123 Live Help and web server are located on the same server you have two options to do so If not please consult our engineer for details Before we proceed please be aware that we re talking about the integration of the chat clients with your webpage and 123 Live Help chat clients are composed of three parts which are respectively for admin staff and customer Option A Use the HTM
16. are okay with high port you will not need to set secondary server However if you need to set port lower than 1024 you will need a secondary server If the port of your primary server is lower than 1024 like 80 then only users with Flash Player 7 or newer versions will be able to access the chat while users with flash player 6 can t In this case a secondary server will be necessary The port for the secondary server should be greater than 1024 which will allow users with an earlier version of Flash Player to access chat If you are going to set a high port for your primary server then usually you will not need a secondary server You will be able to leave the option as default enable off Using two servers with two ports is just a temporary solution while some users are still using Flash players earlier than version 7 When Flash player 7 or higher version becomes mainstream we will take off the secondary server for future versions of 123 Flash Chat To help understanding please study two tables below 35 123 Live Help User Manual gt Flash player 7 v v Primary server v x secondary server Table1 Parameter High port 1024 51127 Low port lt 1024 gt Flash player 7 v v Primary server v x unnecessary Table2 To modify the Parameters please refer to the table below port Number 8969 The server port must be identical with the port value in config xml
17. atus Department Status admin Admin darlier Admin staffb Online Sales Tech Operator staffa Offline Sales Tech Design Operator ManageOperatorForm Operator Name Role Operator Remove Password Confirm Password Department Remaining Department s Added Department s Sates mom Tech Design For Help Press F1 4 1 4 Search e Basic Search Just leave all the options as default or null in search panel to perform basic search you will get the chat record of current day in current department e Advanced Search You can define more options before search to get more precise results Choose time and or customer name and or operator name and or department before clicking search to perform search Search result Every entry of search result includes following items Customer name Operator name country of customer IP of customer Login Time of customer Department if customer and Operator Details Link As displayed in the picture below 13 123 Live Help User Manual Admin 123LiveHelp ZT Customer Operator Question Department Duration Messages staffb retten Teck 01 34 D Sele Era 00 06 Seles Operator Department Start Date e SSS 2008 07 02 Transcript Customeri 2008 07 02 12 25 13 Can you tell me what is the problem End Date 2008 07 02 Key Word For Help Press F1
18. ault test accounts Username staffa password test Username staffb password test 4 2 2 Operator and the department Once logging in the operator will automatically enter the departments he belongs to which is predefined by admin As long as there s active operator member online the department he s in charge will become live in customer s login page list Whereas departments without operator will display as offline in gray color and can t be chosen from the list Screenshot of the customer s chat client 16 123 Live Help User Manual F Customer Panel of 123 Live Help Microsoft Internet Explorer File Edit View Favorites Tools Help Au Gu O A a G Au tom OSES Address http 192 168 0 104 8988 dient html Bo links Send Message No department is avavilable online now please select an department and write an email to our supporter instead we ll get back to you ASAP 1 Departments gi Sales offline O Tech offline o Design offline bel powerdby J An taffa logged in 123 Live Help4 0 DER Customer 1 visitor 0 Operator UserID Question Operator Departm Start Time WaitTime ChatTi IP d 00 03 Customeri History Customert 1 Transfer bail Kick E gt Ban X Close Q Genera User iD guest Question Can you help me IP 127 0 0 1 Country Localhost TimeZone GMT 08 00 Language en Browser Resolution 1024 768
19. ave different functions and will serve as entrances for users on different levels with various authorities Various user levels Admin has overall power to supervise all the departments chat rooms and all the staff and clients Operator manages specific room s and offer service to clients operator will be monitored by admin Customer the end customer seeks help from operator and has the least power over the platform Customer1 Operator1 Customer2 Customer3 Department Customer4 Operator2 Customer5 Customer6 Department2 Customer7 Operator3 Customer8 LES fl tt HEE TE Customer9 All these three kinds of chat clients can be accessed from the Welcome Page which can be activated when installation is finished by choosing the checkbox before the sentence Server has been installed and started start a client to test Welcome Page can also be opened manually in the start menu 123 Live Help User Manual Start gt Programs gt 123 Live Help Server4 0 gt Welcome As shown in the picture below Gen el Topemm Ae i Internet Internet Explorer e Ch P Recent Document E mail ke a Set Program Access and Defaults Windows Catalog Y Paint Ei Windows Update fh 123LiveHelp4 0 i D Windows Update 2 b IM Accessories IM Server ES Command Prompt JE Antivir PersonalEdition Classic C3 123liveHelp FM Games Get 123 Live Help server full version Windows Media Playe E Startup Onlin
20. by the license you ve purchased user timeout numbers 300 If a still logged in user does not send a request to the chat server for a predefined period of time chat server will stop serving him and the connection will be cut For example If a user clicks another URL in their current browser instead of quitting 123 Flash Chat first their connection will be cut by this setting But if the 123 Flash Chat user is inactive inside their current browser their connection will still be kept as the flash and client will send request to the chat server at intervals to keep the connection alive user connecti on timeout numbers 20 A user will get failed to log in error message when it exceeds the predefined period of time to try to connect to the chat server data path String data Sets the folder name in which following data files are stored member folder ban ip list ban user list etc admin logs p ath string logs Name of the folder of admin log data files max connecti ons per ip Number 10 Connection limit of each IP By default it is 10 If configure it to 0 then one IP can login unlimited connections this can be used for performance test time zone Number Set your local time zone from 12 to 12 40 123 Live Help User Manual For example 5 GMT 5 8 GMT 8 Default is 0 GMT ode data ba
21. e Support Internet Explorer E Readme xI MSN Explorer mi MSN Explorer Uninstall 123 Live Help 4 0 i Outlook Express Visit 123 Live Help server website C C boheme a p Remote Assistance Windows Media Player bee eet 3 Windows Messenger untitled Paint You re recommended to keep this page somewhere only to yourself and only publish the Staff status button to your users We will discuss the three options below 4 1 Admin Panel 4 1 1 How to access Admin Panel Click the 123LiveHelp icon in desktop login as administrator If you execute the admin panel for the first time you need to configure the basic info first 10 123 Live Help User Manual Option Form Connection SS 127 0 0 1 173 live HH elp Server IP TCP Port 9969 HITP Port 8988 Then you will see the login form 123 Live Help amp 123 Live Help V Save User Name V Save Password 4 1 2 Monitor In monitor panel admin have super power to monitor all the one to one communications between operator and the customers Admin can open multiple conversation windows to monitor but can t join the chat directly Once any connection is built between customer and the operator admin can monitor online customer s nickname and logon time operator s name and department they are in etc This is the screenshot of the Monitor Panel with two conversation windows activated by clicking
22. e your website You can modify I3E KQLW this value but it must be the same with the siteKey value in client configuration otherwise the client can t connect your server admin email String admin When no staff is available client will be directed to your_domain a page to send message to this email com live status fil On off on The status of the staff online or offline will be e gt Enable record in a file if enable On 43 123 Live Help User Manual if enable Off then no record will be generated By default it s On live status file The path name of the staff status record file By default it s indicating default html directory and the name of the record file is live_status js 2 Record per page Setting Parameter Type Default Value Description record per page gt text number 50 Configuring the max record can be displayed in each page in search panel 3 Encrypt message Setting Parameter Type Default Value Description Configure whether or not to encrypt message By default it s Off means disable this feature encrypt message On Off Off gt enable Chat messages can be encrypted by using RSA which ensure the privacy and chat security 4 Enable guest login Parameter Type Default Value Description enable guest On off On Allow unregistered guest to log in or not login
23. en a er 9 AV AGMIN e ee 10 4 1 1 How to Access Admin Panel nun naeh 10 AND E MOMOR ee 11 4 1 3 ACCOUNL Manager 12 A AGA SEACH ee 13 ET EE 14 4 1 6 Ban and UNDAN ce eceesccceeeeeeeeeeeeenaeeeeeeeeeeeeeaaaaeeeeeeeeeeeeaaaeeeeeeeeeeeeeaaaaes 15 4 2 Operator E 16 4 2 1 How to Access Operator Panel 16 4 2 2 Operator and the Department 16 4 2 3 Operator Onlin Orffline Bullon nn nee ee 18 4 2 4 Cust menlist 422234233327 SOBA BRS OBO 18 4 2 5 Proactive Chat Invitations 2224440enesssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnennnn nen 19 4 2 USER INTO HE 20 4 2 8 Predefined Messages 3 347242 222 Ee ee 21 4 2 9 Chat Window unnnssssenessssennnnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnnnennnnnnnn 21 4 3 Customer Chat Cent 22 4 4 Live Help Remote Controller MSN edton 24 5 ele 26 6 2 3 123 Live Help User Manual CONIGUEANON aa ee 30 6 1 Client ETC una E lied eec dba oe lied ec diel Silla nies lee bu 30 6 1 1 Config xml 2222uusssssnnnsennnnnneennnnnnnnnnnnnnennnnnnnennnnnnnennnnnnsnnnnnnnnnnnnnnsennnnnnnnn 30 6 1 2 Init Parameter Client APIS esesssassssseseeeennnnnnnnnennnnnnnnnnnnnnnnnennnnnnnnnnnnnnnnnnn 32 6 2 ServeriConfig ration 2 n4 s amp 0 mas eee ee ew de e dee dee deed deen 34 6 22LIMSERNVER KML E E E tens tiasteees 34 1 ee tele Regie Ire 35 2 1 KAO AE elt UI E 39 3 Mail Smtp Server Configuration 0 cesscsesseeseeseeeeeeeeeseeeeeeeeeeeeseeeaeees 41 62 2
24. er Account as the Robot account For example bot hotmail com Open the Ihserver xml Administrator opens the Ihserver xml and enters the Robot MSN account bot hotmail com and its password following the instructions above Add monitor s Open lt LiveHelp4 0 installed dir gt etc groups default xml Find the element lt msn monitor gt then add your friends msn account e g lt msn monitor gt lt monitor gt moniotr1 hotmail com lt monitor gt lt monitor gt moniotr2 hotmail com lt monitor gt lt msn monitor gt Monitor room via Bot Your friends add Bot MSN to their MSN friend list to monitor and control the room externally Clarification Please be aware that so far two kinds of MSN account are involved the account of the Robot and the one of your friends The previous one works as a bridge connecting the room and the room manager The latter ones will be used to monitor chat room eventually Change the language If you want to change the language follow the lt LiveHelp4 0 installed dir gt etc language bot language_en xmil fill the new language and rename the file following this format language_ your language s short name xml e g language_fr xml Then open the Ihserver xml find element lt remote controller gt change the en into your language s short name Restart Live Help server 25 123 Live Help User Manual to apply the changes Tips The following commands
25. exe or 123livehelp Client exe 3 1 2 Install 123LiveHelp in Windows Double click 123livehelp exe to start the installation and it will take a few minutes to install following its simple instructions 123 Live Help User Manual 123 Live Help 4 0 Setup Welcome to the 123 Live Help 4 0 Setup Wizard 123 Live Help This wizard will guide you through the installation of 123 Live Help 4 0 It is recommended that you dose all other applications before starting Setup This will make it possible to update relevant system files without having to reboot your computer Click Next to continue 123LiveHelp will download the environment which will be needed Downloading and installing the environment will cost a little more time adjust your internet connection and computer s hardware H the setup is interpreted we suggest you to download the environment and install manually After installing environment then install the 123 Live Help Microsoft NET Framework 2 0 http download microsoft com download a a c aac39226 8825 44ce 90e3 bf8203e74006 d otnetfx exe Java JDK 1 5 http javadl sun com webapps download AutoDL Bundleld 18675 amp jre 1_ 5 0 15 windows 1586 p exe 3 1 3 NT service After 123 Live Help Server Software has been installed wait a few seconds while 123 Live Help Server from now on we ll call it the chat server as a Windows NT service is started automatically you don t have to start it
26. fter an available staff accepts the request the customer will be informed of the good news and the input area becomes functional Customer rate operator Once the conversation starts the customer can rate how helpful an operator is from one star to five stars in a stretchable rating panel Click the small arrow at the right of the conversation window to stretch the rating panel As shown below 22 osoft Internet Explorer File Edit View Favorites Tools Help 123 Live Help User Manual O O HAD sen reen GG SBS Address http 192 168 0 104 8988 client html You have entered our support chat system please wait for a representative to answer You have entered our support chat system please wait for a omer Panel of 123 Live Help osoft Internet Explorer File Edit View Favorites Tools Help O O HAD sen from 28 23 Address 4 http 192 168 0 104 8988 dlient html You have entered our support chat system please wait for a representative to answer You may refer to FAQ page to get more information of 123LiveHelp http www 123livehelp com faqg html 123LiveHelp offers free demo version for you to evaluate all the key features You can get User Manual here http www 123livehelp com manual pdf Thank you for waiting A chat session has been activated with a support representative You have stopped your chat session Please rate our support rep on the right
27. g On Enable or disable the http server documentRo ot String html The directory out of which you will serve your documents By default all requests are taken from lt 123livehelp installed directory gt html directory 37 123 Live Help User Manual maxUPLoad Number 1024 Setting the max file can be uploaded to Size the server if the value less than or equals to 0 this means the server will not accept any upload files Cross domain policy The chat server uses the cross domain policy to ensure security lt cross domain policy gt lt allow access from domain gt lt allow access from gt lt cross domain policy gt By default it permits access to the connection originating from any domain To limit access from a specific domain name you can configure your server in the following way lt cross domain policy gt lt allow access from domain www mydomain com gt lt allow access from gt lt cross domain policy gt To allow all URLs on mydomain com to be accessible you can configure your server in the following way lt cross domain policy gt lt allow access from domain mydomain com gt lt allow access from gt lt cross domain policy gt 38 123 Live Help User Manual To allow multiple domain names to be accessible you can configure your server in the following way lt cross domain policy gt lt allow access from domain
28. help lt script gt lt noscript gt lt DIV id livehelp gt lt object classid clsid D27CDB6E AE6D 1 1 cf 96B8 444553540000 codebase http download macromedia com pub shockwave cabs flash swflash cab version 6 0 29 0 width 100 height 100 id topcmm_123livehelp gt 28 123 Live Help User Manual lt param name movie value client swf gt lt param name wmode value transparent gt lt param name quality value high gt lt embed src client swf quality high wmode transparent pluginspage http www macromedia com go getflashplayer type application x shockwave flash width 100 height 100 name topcmm_123livehelp gt lt embed gt lt object gt lt DIV gt lt noscript gt You may configure the Staff and Admin Panels in the similar way As to the invitation window code please use the generate code page by choosing from the top menu in welcome page Note live_status js It reflects the data change of the chat server at real time including all the online staff and their department and all available departments The physical destination of the JS file is flexible and defined in default xml three samples lt live status file enable On gt lt live status file gt lt live status file enable On gt c website live_status js lt live status file gt lt live status file enable On gt website live_status js lt live status file gt The first case is in the defa
29. isitor name String getVisitorNick return the visitor nickname 46 123 Live Help User Manual String getVisitorProfile return the visitor profile Vector lt TranscriptContent gt getTranscriptContentList return the transcript content list int getTranscriptNum return transcript content number String getStartTimeStr return the start time in yyyy mm dd hh mm ss format String getEndTimeStr return the end time in yyyy mm dd hh mm ss format String getPickUpTimeStr return the pick up time in yyyy mm dd hh mm ss format String htmlescape String s escape the HTML code String htmlunescape String s unescape the HTML code You could invoke methods of the transcript instance by transcript method in xxx vm template TranscriptContent String getFrom return the message sender String getMessage return the message content String getTo return the message receiver String getDate return the date in yyyy mm dd format String getTime return the time in hh mm ss format int getType 0 means staff message and 1 means visitor message You can use foreach transcriptConent in transcript getTranscriptContentList iterator to get the TranscriptContent instance and use the transcriptConent method to invoke the methods of TranscriptContent instance 47 3 Expansion API 123 Live Help User Manual If the data base mode of 123 Live Help is Mysql you can get the message logs fr
30. language There are only two kinds of language now en for english zh CN for simplified Chinese More language will be realized later 16 init_color There are five kinds of color for user selecting red green blue violet black and the default one is blue 17 init_dc when staff invites a webpage visitor it will send parameter init_dc 1 to client swf and staff will receive the dc attribute which just display a star in front of username in the user list With init_dc parameter init_room will not work for auto entering department any more In another word init_dc can disable the function of auto entering department Without it init_room will still work for auto entering department in deed 33 123 Live Help User Manual 18 init_staff This parameter will be passed from dc to clien swf then to server with attribute staff so server can only send this invited customer to the appointed staff Parameter Description init_host To initialize the server s host name IP address or DNS name init_port To initialize the server s port init_user To initialize the user s name init_password To initialize the user s password init_url To initialize the login URL of the client The staff side will know the user open the client in which URL init_video To enable or disable the video of the client Value True false 6 2 Server Configuration By default all configuration for the chat
31. locity template engine to do it please refer to the URL below http velocity apache org engine devel developer guide html 45 123 Live Help User Manual There are three transcript velocity template in lt 123livehelp installed directory gt etc groups admin_transcript vm define the transcript style for admin panel staff_transcript vm define the transcript style for staff panel visitor_transcript vm define the transcript style for client and chat history email We provide the following method for you to invoke in xxx vm template Interface Transcript String getBrowserType return the vistor browser type String getDepartmentName return the department name String getDisplayResoultion return the visitor monitor display resolution long getEndTime return the end time in milliseconds String getld return the transcript session ID long getPickUpTime return the staff pick up visitor time in milliseconds String getPlain return the transcript content in JSON format String getQuestion return the visitor s question int getRate return the staff rating String getReferUrl return the visitor origin URL String getRemark return the staff remark String getStaffName return the staff name long getStartTime return the start time in milliseconds String getVisitorCountry return the visitor country String getVisitorlp return the visitor IP String getVisitorName return the v
32. manually 123 Live Help User Manual 123 Live Help 4 0 Setup Installation Complete Setup was completed successfully Ki Show the welcome page to test 123 Live Help 4 0 Moreover the chat server as a Windows NT service will be loaded automatically and started each time when you reboot your server computer 3 1 4 Start the chat server This can be done by starting the server in service mode or console mode if it was stopped before These modes are explained below a Starting in service mode Start gt Programs gt 123 Live Help Server 4 0 gt Server gt Start 123livehelp 123 Live Help User Manual Starting the 123 Live Help Server 4 8 service 123 Live Help Server 4 8 started Press any key to continue If an error occurs it may be that the chat server has already been started before or there is a problem with the server configuration To check the error type please start in console mode b Starting in console mode Start gt Programs gt 123 Live Help Server 4 0 gt Server gt Start 123livehelp console mode Usually you will see something similar to the screen below et gt Hel Belt gt gt gt gt wwu 1231livehelp com lt lt lt lt e to use 123 Live Help Server 4 6 alpha build 20080886 a full version of 123 Help Support Server 4 8 alpha huild 28080886 gt gt gt gt Powerd by TOPCMM Software Cwww topcmm com gt d Set System Timezone GMT 8 Loading ip
33. ndary server It has t gt Host to match the server secondary host secondaryServerHos Number 8968 The port of the secondary server t gt Port Enable On Off off Usually the secondary server is 30 123 Live Help User Manual unnecessary you may turn it off httpServerHost gt String 7 The host of the build in http server of Host only for 123LiveHelp client swf In some network environment such as connection via proxy which will fail the main port 8969 http server is useful Otherwise when user needs to check the logs http server is also required httpServerHost gt Number 8988 The port of the build in http server of Port only for 123LiveHelp client swf homeUrl only for String http w The web address of your homepage client swf ww 123 clicking logo will direct visitors to this livehelp page com Logo only for String 123live The logo picture of your website jpg or client swf helplog swf format Recommended size 210 40 0 swf pixels language String The language setting By default it s Language value can be either defined to or a specific language eg en for English If it will automatically detect the language of every user s OS and assign a corresponding language to user from the existing language collection message only for String The auto messages displayed to visitors client swf while they re waiting in queue until some available s
34. ols Help ar a x AA Osan Krems 8 223233 Address Si http 192 168 0 251 8988 customer panel html Home QuickStart User Manual introduction Customer Panel Customer Panel The end customer can reach the staff by clicking the staff status button if the button is enabled Here is a preview ofthe scenario Step 1 Staff Status Button Hello Can help you Y x Chat with us Accept Deny This picture detects the status of the s dicates the staff is available while a gray picture means staff is off duty and altermauvery ute Customer carr sera email to the staff To launch the button here you need to keep this page and open the staff panel in a new browser to login a staff firstly then refresh the current page Then a direct login page of the default size is launched Step 2 Login Page 123 Live Help Ye amp Done Internet x This is the demo page in customer panel Admin could generate this code in the Admin panel which can be added to your website to launch this function In admin panel you could customize the code including the invite window s style color etc 4 2 6 User Info Info History Customer1 General User ID guest Question Can you help me IP 127 0 0 1 Country Localhost TimeZone GMT 08 00 Language en Browser Resolution 1024 768 Status Status Chat Operator ID staffa Start Time 2008 08 07 13 45 01 Follo
35. om the database use your own program The message logs are saved in the Transcript table Below is the structure of this table Column Type Description id varchar 255 Primary key group_id int 11 Flag of the group parent_session_id varchar 255 If the staff transfer the visitor to another staff it will store the previous transcript ID visitor_name varchar 255 Visitors name visitor_nick varchar 255 Visitor s nickname visitor_country varchar 255 Visitor s country visitor_ip varchar 128 Visitor s IP address visitor_profile varchar 255 Visitor s profile start_time bigint 20 Store the start time when visitor enters the 123 live help pick_up_time bigint 20 Visitor s pickup time end_time bigint 20 Conversation s end time department_name varchar 255 Department name staff_name varchar 255 Staff s name remark varchar 255 Transcripts remark refer_url varchar 255 Visitor s refer URL plain text Message details browser_type varchar 255 Visitor s browser types display_resoultion varchar 255 Visitor s display resolution 48 123 Live Help User Manual rate int 11 Transcript s rating transcript_num int 11 Transcript s number question text Visitor s question staff_response_times int 11 Staff response time staff_response_total_used_time bigint 20 Total length in time
36. rformance of 123LiveHelp 2 1 3 Java Virtual Machine JVM Requirements Sun Java 1 4 or above is required to run 123LiveHelp We recommend using J2SE v 1 4 2 08 or v 1 5 JRE 123 Live Help User Manual For the current version of JDK visit http java sun com 2 1 4 Port requirements This software needs at least two free ports and the port value can be any one that is lower than 65535 as long as it is not already taken by other application Default ports are 8969 8968 1 8969 The main port of 123LiveHelp server all the three chat clients admin operator and customer panels should connect to this port 2 8988 The port for the HTTP server of 123LiveHelp server Why HTTP server is needed Because in some network environment the connection via proxy will fail the main port 8969 in that case HTTP server will be useful In addition when user needs to check the logs HTTP server is also required 2 2 Client Requirements The operator panel and admin panel need NET Framework 2 0 123LiveHelp exe or 123LiveHelp Client exe will detect the version of your Net Framework in setup If it needed it will download from Microsoft s website and install automatically This will cost a little more time to setup At least 800 600 displays resolution 3 Installation 3 1 Windows Install 3 1 1 Get the free Windows package of 123LiveHelp here http Awww 123livehelp com download html Download the Windows version 123livehelp
37. se m String Default Set the data base mode you used with the live help server Default Mysql 3 Mail smtp server Configuration When no staff is available and client will be suggested to send email to admin email you need to configure smtp server here Parameter Type Default Value Description host String localhost Host of the smtp mail server port Number 25 Port of the smtp mail server auth user String Username of the smtp mail server if any auth password String Password of the smtp mail server if any ssl String Off Whether using the ssl mode to encrypt messages 6 2 2 default xml 1 General setting To modify the Parameters please refer to the table below Parameter Type Default Value Description max connect Number 10000 Maximum connection at the same time in current ion group max messag Number 512 Maximum characters of a message e length 41 123 Live Help User Manual integrated ot her databas e String None 123livehelp can integrate your own user database like that of your forum or portal system The modes are None not using any integrated database to authorize a user can only login as a guest Mysql using mysql database Oracle using oracle database ODBC using ODBC DSN to connect database Common using all kinds of database advanced setting URL using web
38. server is controlled by two files Ihserver xml which is located at lt 123livehelp installed directory gt etc Ihserver xml e default xml which is located at lt 123livehelp installed directory gt etc group default xml Windows users can also access both files from start menu 6 2 1 lhserver xml How to edit it In Windows you may open lhserver xml in notepad to edit it If you now open it with IE browser you may check source code by right click to edit it directly In Unix you may use vi to edit Ihserver xml After modifying this configuration file please open it in a browser to test 34 123 Live Help User Manual If syntax error pop up please configure it again before launching the chat room After modifying this file you have to restart the chat server to make it effective There are three parts of configurations in Ihserver xml lt Connection gt Configuration lt Global gt Configuration lt Mail stmp server gt Configuration 1 Connection Configuration Two servers In the Connection Section you can set two servers and listen to two ports In the Connection Section you can set two servers and listen to two ports primary server secondary server There are four reasons as to why there is a second server port option They are listed below 1 Any version before Flash Player 7 only allows access on a high port 1024 65535 due to security reasons while a low port is forbidden If you
39. taff to start the conversation Message gt Number 20 The time interval between two messages interval only for client swf unit seconds 31 123 Live Help User Manual Message gt Boolean true Enable or disable the auto message enable only for feature client swf Message gt m only String Predefined messages for waiting for client swf customers 6 1 2 Init Parameter Client APIs This is used to make client swf to get some initialization parameter by URL e g http localhost client swf init_user user amp init_password password There are many initial parameters used in 123livehelp4 0 in order to integrate 123livehelp swf files with web page more conveniently 1 init_user amp 2 init_password These two parameters are used for member auto login 123livehelp To client swf these two ones are not so important comparing with 123flashchat since 123livehelp is just for online sale and most customers are guest users instead of member users 3 init_nickname This parameter is very important for customer login Without it customer will use a default name just like guest_xx and it will make staff or admin a headache 4 init_room We now use the conception department instead of room in 123livehelp But in order to be compatible with the old version init_room is still used and it means initial department in fact 5 init_key This is for swf identification In order to identify
40. the Monitor button 11 123 Live Help User Manual Customer Operator User ID Department IP guest3 Tech 192 168 0 112 guest4 Sales 192 168 0 112 Status Chatting Chatting Info Hi st ory guest4 said to staffb Can you tell me what is the problem General User ID Question IP Country TimeZone Language Browser Resolution Status Status Operator ID Start Time guest4 192 168 0 112 Unknown GMT 08 00 zh CN Firefox 1440 900 Chatting staffb 2008 07 02 12 24 17 For Help Press Fi 4 1 3 Account Manager Admin can add modify and delete two kinds of accounts in this panel admin accounts or operator accounts There is an account list view in this page Click a category to view existing admin accounts operator accounts with their status if any Click the add button in the right to add a new account Choose an account name in the list view before modifying or deleting it Note After adding admin you don t need to designate him to any department because admin has super power over all available department adding operator accounts is different please bear in mind to designate him into specific department s at first Or he can see no visitor at all even if he successfully logs in the operator Panel 12 123 Live Help User Manual Admin 123LiveHelp Monitor Department Account Search Ban Unban ID St
41. to country data Loading connection policy Starting http server Starting the chat http server on 8 8 8 8 8988 Starting the tcp server Starting the chat tcp server on 8 8 8 8 8969 Console mode is helpful to get error details Console mode does not need to be used unless there is a problem with the process of starting the chat server After the problem has been fixed it is recommended to stop the chat server and start again in service mode 123 Live Help User Manual a If you are in service mode please stop the server in the following way Start gt Programs gt 123 Live Help Server 4 0 gt Server gt Stop 123livehelp Stopping the 123 Live Help Server 4 8 service 123 Live Help Server 4 8 stopped Press any key to continue b If you are in console mode please stop the server by simply closing the pop up DOS window 6 To restart the chat server a If you are in service mode please restart the server in the following way Start gt Programs gt 123 Live Help Server 4 0 gt Server gt Restart 123livehelp Stopping the 123 Live Help Server 4 8 service 123 Live Help Server 4 8 stopped Starting the 123 Live Help Server 4 8 service 123 Live Help Server 4 8 started Press any key to continue m b If you are in console mode please close the DOS window first and then restart the server in the following way 123 Live Help User Manual Start gt Programs gt 123livehelp gt
42. ult client folder of the installation folder the second is absolute address while the third is relative address Just make sure the address can be accessed via HTTP 29 123 Live Help User Manual Once the destination is acquired by the chat server it will generate a live_status js there Therefore the live_status js will be on the chat server So in the client HTML if the html folder and the JS can be visited via the same domain it can be relative address like this lt script src live_status js gt lt script gt Otherwise if they re on different domains it should be lt script src domain port live_status js gt lt script gt No matter in what case the point is to ensure the client to read the JS without problem 6 Configuration 6 1 Client Configuration The configuration for the live help chat clients are e config xml It is located at lt 123LiveHelp4 0 installed directory gt html 6 1 1 config xml This file controls the basic configuration of the Admin Panel Staff Panel and Customer Chat Client You can modify the parameters referring to the table below Among them some are just for client swf which only serves the end customer Parameter Type Default Description Value ServerHost gt Host String The host of the primary server It has to match the server host ServerHost gt Port Number 8969 The port of the primary server secondaryServerHos String The host of the seco
43. url to authorize user s login information If itis set to None when a new user click register he or she will register in your chat room If set to Mysql Oracle or common then when user click register a new window will pop up and he or she will be directed to another url which is set by you in client configuration Auth url String You can just leave it blank or even delete this line It is only necessary when integrated other database is set to URL It means the URL you use to authorize users must have 2 arguments One is the usename the other is password eg lt auth url gt http www yourhost com login_chat php username username amp amp password pass 42 123 Live Help User Manual word lt auth url gt In this URL amp amp means the character amp in xml That is to say when the user input username myname and password mypassword the chat server will visit http www yourhost com login_chat php userna me myname amp password mypassword in order to get the login information which will be numbers between 0 to 7 each with a different meaning 0 login successfully 1 wrong password 2 the username can t be used 3 login error e g error in connecting database 4 username not existing 6 guest login not allowed 7 Username banned site key String XHO0 YPWS T The code to validat
44. waiting time period from short to long 123 Live Help User Manual 4 2 5 Proactive Chat Invitations Top left of the panel shows the visitor list the operator member can monitor a website and invite a visitor from the certain webpage to chat to up sell product or offer help The visitors won t have to click any chat button on the webpage they will instead be greeted by some friendly notification that the operator would chat with them to offer assistance What s more the invitation won t be blocked by pop up killer As shown in the picture below staffa logged in 123 Live Help4 0 DAR Live Help Control C Tools Canned A Help Logout i gt Take Chat D Invite oa i 7 My Profile amp Search fi Admin Panel eunammsen Customer 1 Visitor 1 Operator User ID or IP Status Current Page Visiting Time 192 168 0 251 Need http 192 168 0 251 8988 customer panel html 00 00 04 Info History 127 0 0 1 General User ID 80192551948130 1 Nick name undefined IP 127 0 0 1 Locate file IC J Program Country Localhost Login Time 2008 08 07 13 47 27 For Help Press F1 staffa logged in Sales Tech Design When the operator clicks the Invite button and submit some message an invitation window with warm greeting will appear on the client s page 19 123 Live Help User Manual Z End Customer Panel 123 Live Help Version 4 0 Demo Microsoft Internet Explorer File Edit View Favorites To
45. wing information is shown in this panel customer name IP country login time current department status location to show the customer is on which webpage client s time zone language OS and nickname user s nickname 20 123 Live Help User Manual 4 2 8 Predefined messages Canned Form EE Ads 123FlashChat which is another product 123LiveHelp is a full featured solutio Download free demo of 123LiveHelp htt Features of 123LiveHelp http www 12 Real time interact with your customers Resor Answers i 123LiveHelp sells license and seat thM Sm Add Folder This can be very handy for operator especially when there is large traffic on the website When one staff needs dealing with multiple customers with repeated questions simultaneously these canned answers can be extremely helpful to save time Canned answers can be added or removed they can also be categorized 4 2 9 Chat window geed in 123 Live Help4 0 DER A My Profile L Search jf Admin Panel Customer 1 Visitor 0 Operator UserID Question Status Operator _Departm Start Time 1 Wait Time Chat Ti mp Customer1 Can you help me Chat staffa Sales 2008 08 07 13 45 01 01 03 00 03 127 C History Customer1 General User ID guest Question Can you help me IP 127 0 0 1 Country Localhost TimeZone GMT 08 00 Language en Browser Resolution 1024 768 Status Status Chat Operator ID staffa Start
Download Pdf Manuals
Related Search