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User Manual - 123 Live Help Chat

1. A Particular Operator operatorb When all of the settings are finished click Next to continue if you feel the need to change the setting in the last step click Previous to modify 15 123LiveHelp v4 1 User Manual 4 1 4 Get HTML code Admin Panel 123 Live Help LiveHelpfL Control Toolsic HelpiH fen Previous Search dk Operator cPanel si Logout Monitor Department Account Search BanfUnban Senerate Code OEA OF gt ONPE OEI Get HTML Code Add the code below to your webpage to enable 123 Live Help lt l 123LIVEHELP CODE BEGIN gt lt link href http 1192 166 0 100 5905 c55 stvle css rel stylesheet type text css gt lt script language jawascript src http 1192 166 0 1008988 live_status js gt lt script gt lt script language jawascript src http 11192 168 0 100 8989 123liwvehelp js gt lt script gt lt script language jayascript gt var button_type BUTTON TYPE_IMAGE var online_ display http 192 168 0 100 8988 imng online jpg var offline_ display http f 192 166 0 100 8988 img offline jpg var button _assign_ type BUTTON ASSIGN MULL war chat window skin violet var chat_window width 495 war chat window height 495 war enable invitation true var Invitation popup type INVISTION_ST LE_SLIGEDOWH 3 war inwitatinn ckin TAIWTATICIA ST YEF RRA A Copy to Cli
2. ie 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 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 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 e below Default Value Description 8988 The server port must be identical with the port value in client xml ee 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 67 123LiveHelp v4 1 User Manual 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
3. Admin 2 Operotor1 S Operotor2 S Operotor3 A Customer A Customer4 A Customer Customer2 lt Customers lt Customers A Customers A Customer lt A Customer9 Customer Panel can be accessed from Welcome Page which can be activated when installation is finished by checking this box Server has been installed and started start a client to test Welcome Page also can be opened manually in this way Start Menu Start gt Programs gt 123 Live Help Server4 1 gt Welcome As shown in the figure below 18 123LiveHelp v4 1 User Manual Set Program Access and Defaults Windows Catalog Windows Update Accessories thomas2 Games Google Chrome j Internet Mozilla Firefox Google Talk n Tunes mail E Outlook Express Mozila Firefox j 123 Flash Chat Serwer 6 9 6 internet Explorer Doc maagaeaeegea ore 123 Live Help 4 0 QuickTime j Server windows Messenger Startup i Web Apple Software Update 123LiweHelp Motepad Internet Explorer Readme Command Prompt MSM Uninstall 123 Live Help 4 0 Outlook Express Welcome sd Remote Assistance Windows Media Player Google Chrome GAP OE Windows Messenger Windows Movie Maker AEREA MOE El All Programs ae Windows Live Messenger A Log OFF fo Turn OFF Computer ot Windows Live M The page is recommended to be viewed only by yourself and only show Operator Status button
4. to your customers 6 Admin Panel 6 1 Admin Panel Overview 19 123LiveHelp v4 1 User Manual E Admin Panel 123 Live Help Live HelpfL Control Tools C HelpcH Monitor Department Account Customer Operator UserID Department IP Country Status Operator Is Monitored quest Sales 127 0 0 1 Localhost Chatting operatora Yes Lal Kick Ban X Close General User ID quest operatora said to quest Question Can 123 Live Help integrate my exi Yes Basically 123 Live Help can integrate any database IP 127 0 0 1 Country Localhost Status Status Chatting Operator ID operatora Start Time 2009 05 05 17 16 21 For Help Press F1 6 2 Access Admin Panel Click 123LiveHelp icon in desktop and log in as an administrator 123 Live Help 123 LiveHelp sae s Username admin bl Save User Name Save Password Select Admin in Role list enter your User name Password and click Login If you need to log in admin panel on a remote machine the following parameters need to be configured 20 123LiveHelp v4 1 User Manual e Option Form Connection Server IP TEF Fort When the configuration is finished please click Apply to enter the Login Panel 6 3 Monitoring In monitor window administrator has super privileges to monitor all communications between operator and customer Administrator can open multiple conversation windows to monitor but
5. 45 56 First you save your logo in this directory operatora Then open your Admin Panel operatora Log in as an administrator operatora you navigate to Logo Settings panel j r Times Mew Roman 7 7 3 3 User information panel At the right side of the monitor panel is a user information window showing the customer s information such as User ID Question IP Time Zone Language etc 47 123LiveHelp v4 1 User Manual Info History General User ID Quest Question Hi IP 127 0 0 1 Country Localhost TimeZone GMT 08 00 Language en Browser Firefox Resolution 1680 1050 Status Status Chatting Operator ID operatora Start Time 0006 11 44 16 31 51 You can view the customer s past chat in History tab Click an item in History list the complete information would appear in Record tab Info History Date List Question Messages 2008 11 21 Tell me how to pay 2 00 11 44 Hi 2 2006 11 21 hello 2 0068 11 24 Hi 2 00 11 21 1 Record Tom 2008 11 21 16 28 35 Tell me how to pay please operatora 2008 11 21 16 31 07 OK Tom thanks For your interest in our product you can refer to this page For puchasing infromation http fuma 123Plashchat comibus html Keywords Search lt 1 1 If an operator feels the need to view the conversation about a specific topic enter the keyword in Keyword textbox and click Search the related conversation records would appear in Record t
6. Before really deleting a user a reconfirm dialogue will appear to ask for reconfirmation 6 10 Search 6 10 1 Basic search Just leave all the options as default or null in search panel to perform basic search you will get the chat records of current day in current department 33 123LiveHelp v4 1 User Manual Admin Panel 123 Live Help LiveHelofL Control Toolstl HelpcH fio Previous Search 2 Operator cPanel Logout ae Monitor a E gt Monitor Department Account Search Ban Unban Generate Code Customer Operator Question Department Customer guest operatora Can 1z3liwehel Sales Operator fF Department ALL Departments wt Start Date 0093 01 14 ka End Date Transcript 2003 01 14 ka Keyword For Help Press Fl Ek Duration 00 18 00 06 34 123LiveHelp v4 1 User Manual 6 10 2 Advanced search Monitor Department Account Search Ban Unban Generate Code Customer Customer Operator Question Department quest operatora Payment Sales Torn quest operatora Payment Sales BE guest operatora hi Sales Operator guest operatora Hi Sales guest operatora hi Sales l guesti operatora Hi Sales opeartora operatora i Tell me how Eaa l 7 guest operatora Tell me howto Sales PEP EPEN guest4 operatora Sales Sales v Start Date 2008 11 21 s Transcript Tom 2008 11 21 16 33 05 End Date Tall me how to pay please j opera
7. For Help Press F1 You can enter the IP you need to ban and click Submit at the bottom of this panel then the IP will appear in the Ban List if you need to remove this IP clicking Remove in the Action field will help you to do the work 6 12 Advertisement Settings 6 12 1 HTML advertisement You may define you own advertisement at here and they will be shown at the right section of the client panel 36 123LiveHelp v4 1 User Manual E Preference HTML Advertisement E System General Integrated Database E Advertisement HTML Scrolling Module You could add or delete advertisement 405 could display in right side of customer s panel including HTML tags or images Advertisement Show the AD panel in default I Duration time Text Type Sequence 2 30 123 Live Help HTML 1 Edit Delete 123 Live Help is a web based live support software It enables the e business websites to offer online instant help ta the visitors and turn potential customers to buyers Add HTML AD Add Image AD 123 Live Help 123 Live Help is a web hased live support Software It enables the e business websites to offer online instant help to the visitors and turn potential customers to buyers ou have logged in our system please wait for the operator Thank you for waiting operatora picked up the chat and will help you now send Newline powered by z ESA Fi
8. If you need to add advertisement including HTML tags please click Add HTML AD 37 123LiveHelp v4 1 User Manual E Advertisement 123 Live Help Advertisement You can only use a Few HTML tags lt a gt lt b gt lt br gt lt font gt lt i gt lt li gt lt p gt lt u gt lt btextField gt Duration time Seconds s Enter your HTML code Sequence and Duration time at here and click Add If you need to add Image AD please click Add image AD E Advertisement 123 Live Help Advertisement Input the image s URL For the best view please select a picture which is 1504315 px and only support jpg Text OOOO Duration time Seconds s Enter the AD s text link sequence and duration time at here and click Add 38 123LiveHelp v4 1 User Manual 6 12 2 Scrolling AD Scrolling AD will be shown at the bottom of the customer panel Se 123 Live Help Eb Gin 123 Live Help is a web hased live support Software It enables the e business websites to offer online instant help to the visitors and turn potential customers to buyers You have logged in our system please walt for the operator You may referto FAQ page to get more information of 123LiveHelp hip tww 1 23 lvehelp comffad htm 123LiveHelp offers free demo version for you to evaluate all the key features ou can get User Manual here https 12 Slivehelp comimanual zip 123 WebMessenget p oie red by J Ea LW eT
9. Welcome to try 123 Live Help Server software This is a demo version of 123 Live Support Server 4 1 build 20081112 Demo version will disconnect the user after logging in for 10 minutes Get the full version http www Livehelp com buy html gt gt gt gt Powerd by TOPCMM Software www topcmm com lt lt lt lt Set System Timezone GMT 8 Loading ip to country data Loading connection policy Starting http server Starting the chat http server on 0 0 0 0 8988 Starting the tcp server Starting the chat tcp server on 0 0 0 0 8969 Starting the flash media server root thomas desktop 123livehelp 4 Stop 123 Live Help manually You may stop the server with this command S Ihserver sh stop 10 123LiveHelp v4 1 User Manual PU EC EE Ec JESKEO PD Le 23 VEnelp Eee File Edit View Tae al me Help root thomas desktop TARNEN p lhserver sh stop 5topping server A Server stoped root thomas desktop 123livehelp 5 Restart 123 Live Help manually You may restart your 123Livehelp with this commend S Ihserver sh restart Ed POOLE TONT AS SGESKLOP Ii ZSIIVETEI Era ll x File dit View Terminal Tabs Help root thomas desktop 123livehelp lhserver sh restart S 5topping server cat logs Lhserver pid No such file or directory The server had not started Starting server root thomas GEBRO 1231ivehelp Welcome to t
10. this will delete a message in message list 8 Customer Panel The use of customer chat client is fairly easy and straight 8 1 Choose a department 56 123LiveHelp v4 1 User Manual 123 Live Help as User Login Please choose an available departmentto get help Y Yourname Tom Your question Tall me how to nay please 5 _ tH Departments mw Sales Live O supportiLivet powered by CA napa Before logging in the customer will be required to enter his name question and choose department first so that the staff can classify the customer s intentions proactively 8 2 Click Submit to wait in queue a 57 123LiveHelp v4 1 User Manual SN 123 Live Help You have logged in our system please wait for the operator ou may refer to FAQ page to get more information of 123LiveHelp hipt 1 2 lvehelp cormfad htm 123LiveHelp offers free demo version for you to evaluate all the key features 8 3 Wait for the answer of an operator 8 4 If no staff is available customer may click mail to leave an offline message 58 123LiveHelp v4 1 User Manual 123 Live Help pon Send Message Mot available online now please select a department and write an email to our supporter instead we ll get back to you ASAP F E Depariments a Sales Orfline O Support Offline PS j a Send mail powered by rai 12 Live Help Send Message H Mame 2
11. Add Message Add Message Remove Add Folder Solution Enter the category name in the text area at the bottom of the canned form and click Add Folder if you need to add a message click Add Message To remove a message folder or a message 53 123LiveHelp v4 1 User Manual E Canned Message Ads Answers 123LiveHelp sells license and seat the seat implies H You can buy 123LiveHelp via shareit paypal or wes 3 You can initial with the basic license and one seat Solution Click on the corresponding entry first and then click Remove To send a message Co questl J E ie E Canned Message Syste H Ads E Answers 123LiweHelp sells license and seat the seat implies You can buy 123LiveHelp via shareit paypal or wes You can initial with the basic license and one seat t l Greeting i Tahoma TE 7 B rarai AA ou can buy 123LiveHelp via shareit paypal or western Union ES Send Click the message in the tree list and press Send the message will be sent to the text input area 7 8 Search With this function operators can conveniently get the information he needs in large help information base please click here for detailed information 54 123LiveHelp v4 1 User Manual 7 9 Offline Message If a customer needs to learn about a particular product while supporter or sales is offline he can send a offline message from the client end and when an operator in this depart
12. Department Status admin Admin operatorb OfFline Sales Support Operator operatora Online Sales Support Operator For Help Press Fl 6 9 1 Add an account Click Add button at the right bottom of the panel to add an account Manage Account Operator Role Mame Password Confirm Password Department Remaining Department s Added Department s Fill in the required fields and click OK Note After adding admin account you don t need to designate him to a department because administrator has super privilege over all available departments But adding an operator accounts is different please bear in mind to designate him to specific department s at first Or 31 123LiveHelp v4 1 User Manual he can see no visitor even if he s successfully logged in the Operator Panel 6 9 2 Modify an account Select a user from Account Panel and click Edit Manage Account Operator Role Mame Password Confirm Password Department Remaining Department s Pre Sales Added Department s Sales Support In this mode the user name filed is uneditable fill in other required fields and click OK 6 9 3 Remove an account Select a user from Account Panel and click the Remove button at the right bottom of the panel 32 123LiveHelp v4 1 User Manual Manage Account Operator Role Mame Password Confirm Password Department Remaining Department s Added Departments Fer ag
13. From this email Admin Email Admin yourdomain com Apply Restore Defaults Live status file path The status of the operator online or offline will be recorded in a file live status file you can set the path of this file for later review and the file is mainly used in Integration to learn more about this please click here Note the path of the file should be within your website s root directory 6 6 2 Integrated database 123livehelp can integrate your own user database like that of your forum or portal system 25 123LiveHelp v4 1 User Manual Integrated Database Integrated Database Type 123livehelp can integrate your own User database like that of your forum cr portal system The modes of IntegratedOtherDatabase are Mone not using any integrated database to authorize a user can only login as quest 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 url to authorize user s login information eg IF set to Mysql Oracle or common then when user click register a aew window will pop up and he or she will b directed to another url which is set by vou in client sml Before apply you must config the setting Files in lt 123LiweHelpServer ph gt letci database Database Type None Apply Restore Defaults The modes of IntegratedOth
14. If you need add such an AD please click Add scrolling AD first 39 123LiveHelp v4 1 User Manual Preference Scroling Advertisement ou could add or delete advertisement Integrated Database 40 could scrolling in the bottom of customer s panel Advertisement Advertisement ID Duration time Text Type Link 123flas Scrollimg Http Edit Delete 123Flashchat a Apply Restore Defaults And then fill in the AD test and the link you need your customer redirect to after clicking the text Advertisement 123 Live Help Advertisement Scrolling AD could not support HTML tabs Text mebmessager Link http iwi 123 webmessager com Sequence 1 Duration time Secondsis And if you need to modify an AD item please click Edit in the Scrolling AD panel 40 123LiveHelp v4 1 User Manual Advertisement 123 Live Help Advertisement Scrolling 40 could not support HTML tabs Text 123flashchat Link http ss 12 3Flashchak com Duration time Secondsis 7 Operator Panel Operator Panel is the work platform of operators to manage chat and offer live help and support to website visitors customers 7 10verview 41 123LiveHelp v4 1 User Manual E Operator Panel 123 Live Help operatora logged in ejes Live HelpfLi Control Tools Canned Stoffig HelpiH alle fj Next fs Previous A My Profile Search EA Message 0 Admin Panel Logout AAA P
15. Sear eei a nae duenaaaniaeaerstnedoenuesantiiaede ce ceodadnamaavaed 33 Gs TOs Basic CN ono 33 6102 Advanced search caia aaa 35 61 Baty and Oi aha tanda ES 35 6 12 Advertisement Setting traia 36 6512 1 A SS A A 36 6122 Solne AD tidus cts nse a ai aahic Sud a bed Gohan ta sebincd eae aes oeiee eat 39 Operator Paine iittala area actu I a T aie 41 FAON CIM OW ci ais rae ie 41 7 2 ACCESS Operator Panel a 42 TSP OWN Os He D dietista 43 723A VIGEOCOMMUNICALION Ea 43 Td 2 CMAN EW OUR TOM ee a o oa 45 7 3 3 USEF INIOFMALION Panels ia 47 Fy CONMECEION SCLUINIGS adi 49 FANE SO UII Sardinas 50 7 6 Auto Invite CONEA O nan a a a 52 Tf Canned Messe nanna a a A N 53 TO SAIC AE E EE E E E EE i occa E E EE E ade 54 RI OMNE Messatein AA NR 55 Custo mente Al aoar ea Ee 56 Coning URAUION es eesinct aris a eens 63 SL CHENE CONTBULATION io 63 92 Server COMMS UGAUlO Ace stectintaacct a 65 123LiveHelp v4 1 User Manual 1 Introduction 123 Live Help Server Software is a full fledged solution for your sales rep or supporters to communicate with website visitors one on one or to promote online sales Besides shortening sales cycle and increasing customers satisfaction and confidence it may also increase agent productivity and reduce service costs In one word 123LiveHelp will make your web site more live and more interactive 2 Requirements 2 1 Server Requirements 2 1 1 Supporting platforms Windows 95 98 NT ME 2000 2003 XP V ista Solar
16. colors of the customers are divided into three levels ranging from white yellow to red according to the time they have been waiting Customer 4 visitor 2 Operator User Mame Question Status Department Start Time Wait Time thomas Will I get Free upgrade 01 16 2009 13 38 57 00 44 e You may initialize live help by double clicking a username in the customer list or right click the customer and choose Pick up the chat a chat panel will appear at the left bottom of the panel Tom iF Jarry d p EA Transfer lal Kick Eh Ban fey Publish Video X Closefq 02 04 Cuestion Logo operatora Hi Jarry what can I do for your Tahoma 9 iE Fou Fo 7 3 1 Video communication Comparing with the chat window in admin panel extra Publish Video and font size tools are 43 H HPI E ZEAE He LL HT Ri RRA LAN LBS HX 1 EW MURR WRA 257 CH We SK ER 2 MAME TAI Hi jE admin EEFI IF T PAM Ae 3 WR op Al cu AANA ASA wl WARE admin AC SIE WAY fms HEHE 23 A HERE RI CMI admin panel i ALA ta op 123LiveHelp v4 1 User Manual added Co guest3 J fy Transfer lal Kick Dh Ban 55 Stop Video eee PURPURA TRE When an operator feels the need to chat with a customer via webcam he may click on this button to initialize a video chat If you need to turn on off your video audio please put your cursor on the video screen and the following icons will appear Click to turn off video wi turn o
17. 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 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 user information item in the user info panel 8 init_question Customer can send a question to staff before logging in 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 who needs 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 12 init_port These two parameters can let swf connects to server thr
18. video performance you need is not very high you may use this one the URI address is rtmp ip 1235 123livehelp 1 the IP here cannot be localhost or 127 0 0 1 or your customer can not connect to the video server from other machine 2 The status of port 1235 should be opened in the firewall s configuration 3 After configuration restart your 123LiveHelp you will see the Publish Video button 2 If your need high video performance you may use Flash Media Server or Red5 Audio Video Module With Flashcorm audio video module enabled and macromedia Flash communication server installed You can add webcam and woice Chak features Unlike the basic text chat this module needs support of Flash communication server URI The Uniform Resource Identifier URI of the application on the Flash Communication Server that should run when the connection is made To specify target URI use one of the Following formats items in brackets are optional rtmp port fappNameLfinstanceName facceptable if the movie and the Flash Communication Server are on the same machine rtmp host port lappiiamel finstancelhame For example the Following URIs are Formatted correctly temp aa ourmebsite com 12sflashchat ripe 1 23Flashchat_deFault URI remp 1192 168 0 100 1235 01 23livehelp Enable Audio video Module Apply Restore Defaults With flashcom audio video module enabled and macromedia flash communication server installed you can u
19. you can only use this specific IP address or the domain name which points to this IP address Enable or disable the http server documentRo String html The directory out of which you will serve ot your documents By default all requests are taken from lt 123livehelp installed directory gt html directory 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 68
20. 123LiveHelp v4 1 User Manua TOPCMM SOFTWARE CORP 123 Live Help Software User Manual Version 4 1 Topcmm 2009 3 9 dL Ze 123LiveHelp v4 1 User Manual ME OCI CUION diari ad isd 4 REQUIRE MEN S spra a Di 4 ZU Server REQUIFE MENE daa 4 A sd gan useursnenceansonntesnareusesteneeeuns 4 22122 Hardware requirements lid 5 2 1 3 Java Virtual Machine JVM requirements oooocccncncncnccnnnnnnnononcnnnnnnonononnnnnonarononononos 5 ZA ROT TE QUIE SENOS enian A Aca 5 2 2 Client REGUIFCMICICS ean a A 5 A taceatengaatasnaucenaaiadeandasnstamneecn ne AEA 5 3 1 FOR Windows User a 5 3 2 FOP LMUX USOS or dais 8 33 Other UNIX Operating stem 12 NOAE EENET 0 A DAE meee Meme arse ie fener E E ae rr E ar renee te etn ee ence Pen ree 13 4 1 Generate Embedded Code micosis iia taaan ia 13 4 2 Chane PathInftormatioN ii is 16 User a A A hen suadcamnntnatie Ram emanmanavadases 17 AMINO PAN cir ea teeta cae ms sae toca at tee Aa 19 GUAM Pane OYE VIEW aa 19 62 ACCESS AMIA Paneles dai ct s 20 GS MONITORES cda a 21 ARENOSOS co 23 A a Ges oie neces aa eos ee anda A nae Mert daa 24 00 System SC WINES ada A 25 Gt Ge A O Y 25 66 2 Imtestated dataDisCiatia ad dadas 25 6 7 Mod le Setting Ao 26 ELLAS Ms 26 6 8 Department Mane Me Liu A A 28 6 6 2 Delete a depan MeNe antar e is 29 6 9 ACCOUNT Manate Mediana aida aiinarvee RES 30 123LiveHelp v4 1 User Manual 6 9 1 ROG ait accounts 31 CRL MOCOS Ai 32 6 9 3 REMOVE an acco Uta caricia 32 6 IO
21. 29 123LiveHelp v4 1 User Manual e Manage Department Department Department Mame Pre Sales Notes 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 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 a 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 6 9 Account Management Administrator can view add edit and delete administrator and operator account at here 30 123LiveHelp v4 1 User Manual E Admin Panel 123 Live Help Aaa LiveHelp L Control Tools Cj HelpiH ti Mest T Previous Search fa Operator cPanel 30 Logout Monitor Department Account Search BanfUnban Generate Code ID Status
22. ARA PATA an Customert1 visitor 2 User Mame Question Status Operator Stark Time Thomas Can 123 Live Help int Chat operatora 03 05 2009 17 18 21 127 0 0 1 Thomas Info History Thomas 4 Transfer Lal Kick Ban X Close General User ID queste auestion Can 123 Live Help integrate Question Can 123 Live Help integrate my my existing user database IF 127 0 0 1 operatora H Yes Basically 123 Live Help can integrate Soe ae hime ee any kind of database Timezone l Language zh CN Status Status Chat Operator ID operatora Start Time 03 05 2009 14 10 21 For Help Press Fl operaboratloagged in Sales Support 7 2 Access Operator Panel Click the 123LiveHelp icon on desktop and login as an operator 123 Live Help Role Operator w Username operatora wt Save Username Default test accounts Username operatora password test 42 123LiveHelp v4 1 User Manual Username operatorb password test If you need to modify your connection parameters click Settings if you need to learn more about the subject please click here When an operator logs in he will be automatically redirected to the department he belongs to this is predefined by administrator 7 3 Provide Help The following figure shows the user list including the following information customer name when does he she log in status waiting chatting or operator lost connection or disconnected And the background
23. Email Subject Message Submit powered by pbk galls 59 123LiveHelp v4 1 User Manual 8 6 When a staff accepts the request the customer will be informed of the good news and the text input area will be enabled iia 123 Live Help You have logged in our system please walt for the operator ou may refer to FAQ page to get more information of 123LiveHelp hipt 1 23 lvehelp corfad htm 123LiveHelp offers free demo version for vou to evaluate all the key features You can get User Manual here hitgiwww 1 23livehelp cormimanual zip Thank you for waiting operatora picked up the chat and will help you now Me Tell me how to pay please 8 7 Operator begins answering question 60 123LiveHelp v4 1 User Manual 123 Live Help Mail You have logged in our system please wait for the ar Rate the operati operator Thank you for waiting operatora picked up the chat O and will help you nol Me Tell me howto pay please O operatora Hi Tom thanks for your interest in wk e Our product as for the purchasing information please refer to this page O de od de http Peras 123 fashchat combi html Me OK thanks operatora It s my pleasure to server for you O rate Newline The last message was received at 16 35 38 11 21 2008 powered by py 8 8 Rate an operator Once the conversation is finished the customer can rate how helpful an o
24. R54 Settings Enable Proactive Chat Enable Encrypt Enable Rank Erable Gu Kick Time min lis Max message length 512 i Apply Restore Defaults m Enable Proactive Chat With this feature enabled an operator may invite a customer before he sends his request Enable Encrypt With this feature enabled the communication between a customer and an operator will be encrypted Enable Rank With this feature enabled when the conversation between a customer and an operator is finished a rate window will appear a customer then can rate the operator to show how helpful the operator is Enable guest login With this feature enabled guest customer may use 123 Live Help s client end to communicate with an operator Kick time This parameter decides how long a customer will be kicked out of the system Max message length This parameter decides the max length of a message 24 123LiveHelp v4 1 User Manual 6 6 System Settings 6 6 1 General Preference Chat E System General Integrated Database l Advertisement General General system setting gt Module The status of the operator online or offline will be record in a File live status file The path name of the operator status record File By default it s indicating default html directory and the name ofthe record File is live status js Live Status File Path When customer need to receive chat log they will receive
25. ab 48 123LiveHelp v4 1 User Manual 7 4 Connection Settings Connection Connection Server Address 127 0 0 1 TCP Fort a969 Advanced Secondary Server Address 192 168 0 100 Secondary TCP Port 8968 HTTP Address 192 166 0 100 HTTP Port 5988 Apply Restore Defaults This window mainly aims to configure the connection parameters of your 123 Live Help server you may modify these parameters to suit your needs or just use default value If a parameter is misentered press Restore Defaults to use the default value 49 123LiveHelp v4 1 User Manual 7 5 Alert Settings alert Customer Play sound notification when customers log in Play sound notification when customers log out Customer login indicator Image Y Customer logout indicator Image Message Play sound notification when new messages arrive Customer message indicator Image hd Apply Restore Defaults With this feature enabled when a customer logs in system a sound alert would be delivered to Play sound notification when a customer logs in inform operator or administer Play sound notification when customers log out With this feature enabled when a customer logs out system a sound alert would be delivered to inform operator or administer Customer login indicator There are three options for you to choose None Image and Bubble None there would be no indicator appears when a customer logs in Image there would be an image appea
26. aphic or text or mo button at all gt JUVE BELO Se o A q oF dl A i E ru 4 Chat with us B Chat with us X Chat with us Text Link Online text Operator is online Click to chat l l Offline text Operator is offline Click to leave O Mo Button Disable the customer to talk to the operator unless the operator invited him to talk You can define the sign which indicates whether operator is online or not it may be a status button or a text link if you choose No Button the system will disable the customers to ask for help before he is invited You may design the images by your own or let us to it for you 4 1 2 This step mainly aims to define the invitation interface and the department that can use the function 13 123LiveHelp v4 1 User Manual Select the proactive chat invitation theme from the collection to fit in your website ee Staffa x Ae Staffa canl help you can l help you Accept Deny Accept Deny Stylel O Stylez e Staffa Ze Staffa x Canl help you can l help you Accept Deny Accept Deny Style Styles You can select the proactive chat invitation theme from the collection to fit your website Define the department to link to the chat invitation Sales Support Select the proactive chat invitation popup way as you prefer Slide Down lide Down Fop up Defin
27. can t join the chat directly Once a customer was picked up by an operator a monitor panel would appear at the left bottom of Admin Panel quest al Kick 5 Ban 2 Close operatora said to quest hi operatora said to quest jarry Administrator can view the conversation between customer and staff If this is a malicious user administrator can Kick or Ban this user here If he doesn t think it is necessary to continue the monitoring he can close this customer s monitor tab 21 123LiveHelp v4 1 User Manual At the right side of the monitor panel is an information panel showing the customer s information such as User ID Question IP Time Zone Language etc Info History General User ID Quest Question Hi IP 127 0 0 1 Country Localhost Timezone GM1T 05 00 Language en Browser Firefox Resolution 1680 1050 Status Status Chatting Operator ID operatora Start Time 0006 11 44 16 31 51 You can view the customer s past chat in History tab Info History Torn Login Time Question Messages 11 25 2008 18 25 52 Logo question 6 11 25 2008 16 21 41 Logo question 2 11 25 2008 15 54 21 Logo question 1 11 25 2008 15 34 59 Logo i 11 25 2008 14 52 45 Purchasing 1 4 e AAA Record Tom 2008 11 21 16 28 35 Tell me how bo pay please operatora 2008 11 21 16 31 07 OK Tom thanks for your interest in our product you can refer bo this page For puchasing infromation http m s 123Flashic
28. e With this feature enabled when a customer visits your webpage an auto invite message would be delivered Ba operatora x Hello what can do for your Accept Deny 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 is ready to chat with them to offer assistance The best of this is the invitation won t be blocked by pop up killer Auto invite delay time You can set the time the system should wait before deliver an auto invite message to the customer the delay time ranged from O to 60 seconds Enable random invite message With this feature enabled a randomly generated message would be delivered If you need to add your own message here enter your message in the text area below and click Add if you need to 52 123LiveHelp v4 1 User Manual remove a message select it from Invite Message drop down list and click Remove Date time formats Choose the date time format you need in the drop down list and click Apply 7 7 Canned Message This can be very handy for operator especially when there is large traffic on the website When one staff needs dealing with several customers with same questions these canned answers can be extremely helpful to save time E Canned Message Fae ods a dE mall Answers Greeting mars essage Remove To add a message category or message E Canned Message Ads Answers slats
29. e the department to link to the chat invitation only the department that is chosen can use chat invitation Select the proactive chat invitation popup way as your prefer When it is finished press Next to continue 4 1 3 Advanced Options 14 123LiveHelp v4 1 User Manual Advanced Setting lso what s behind the operator status button a department an operator or the available department list W4vailable Department List Select the style of the chat window p Ida ae 2 Violet C Blue Black Define the size of the chat window width 495 5 495 Height 440 This panel mainly aims to define the department or operator that will see the invitation when a customer clicks on the help icon defined in the first step chat window s style and size When you choose A Particular Department or A Particular Operator the corresponding department list would appear at the right side of drop down list Advanced Setting Also what s behind the operator status button a department an operator or the available department list E Particular Department hi When you choose A Particular Operator the corresponding operator list will appear at the right side of drop down list Advanced Setting Also What s behind the operator status button a department an operator or the available department list
30. er to this page O http iran 123 ashchat com buy Atm Me OK thanks Oe ttt operatora It s my pleasure to server for you send i Rate New Tine The last message was received at 16 35 38 11 21 2008 Ke powered by E ed ni 1c fe 9 Configuration 9 1 Client Configuration The configuration for the live help chat clients are config xml It is located at lt 123LiveHelp4 1 installed directory gt html 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 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 63 123LiveHelp v4 1 User Manual There are many initial parameters used in 123livehelp4 1 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
31. erDatabase are None not using any integrated database to authenticate a user can only login as guest MySQL using MySQL database Oracle using oracle database ODBC using ODBC DSN to connect to a database Common using all kinds of database advanced setting URL using web URL to authorize user s login information Choose the integration method you need and click Configure you may configure the relevant information in the integration panel that appears later 6 7 Module Settings 6 7 1 MSN module You can add a MSN account here as MSNbot 26 123LiveHelp v4 1 User Manual MSN Module MSN Module Setting You can add a MSM bot to send information about 123 Live Help MSM Bot Email it23livehelpalive com Bot Language Enalish E MSA Password ROE Ea ee Confirm Password pa Apply Restore Defaults Then click the Add button in Monitor list to add a monitor account you should add this account into the contact list of MSN Bot to monitor the communications between your customer and operator remotely MSN Module MSN Module Setting You can edit the MSN bot of 123 Live Help Monitor List Account Add monitor Add monitor i123flashchat hotmail com Status Connecti Apply Restore Defaults 6 7 2 A V module 27 123LiveHelp v4 1 User Manual 1 123Livehelp embedded a video server and if the
32. ff audio click Mo turn on video Kis turn on audio An operator may click Stop Video to turn off video chat If you cannot see the Publish Video icon the problem may result from the following factors 1 Whether the A V module is bought if it is not please go to this page to learn more about the payment of the module http www 123livehelp com buy html ed If the A V module is bought please make sure it is enabled 44 123LiveHelp v4 1 User Manual Audio Video Module With Flashcom audio video module enabled and macromedia Flash communication server installed You can add webcam and voice chat Features Unlike the basic text chat this module needs support of Flash communication server ORI The Uniform Resource Identifier URI of the application on the Flash Communication Server that should run when the connection is made To specify targetURI use one of the Following Formats items in brackets are optionall rtmp port fapphamelfinstanceName acceptable if the movie and the Flash Communication Server are on the same machinejrtmp host port lappilamel finstanceMarme For example the Following URIs are Formatted correctly temp ira ourmebsite com123flashchat tmp 123Flashchat_ default tmp 127 004 1235 123livehelp Enable Audio Video Module Apply Restore Defaults 3 If operator and customer cannot see each other in the webcam please make sure the URI is correct 7 3 2 Change your font With the
33. first we recommend JRE 1 5 you may download it here http java sun com j2se 1 5 0 download jsp 3 3 2 Download the installer file at here http www 123livehelp com download html Download 123 Live Help 4 1 for other OS 123livehelp_s tar gz 3 3 3 Decompress downloaded file You may use the following command to uncompress the downloaded file S 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 if JRE is installed in usr local java jre you should set like the following list JAVA_HOME usr local java jre export JAVA_HOME PATH SPATH usr local java jre bin export PATH 3 3 5 Start 123 Live Help After setting the JAVA_HOME you may start the server with the following command Remember to put all code below in one single line java classpath CLASSPATH lib Ihserver jar jar lib log4j jar lib dom jar lib xerces jar com topcmm jchat LHServer amp 12 123LiveHelp v4 1 User Manual 4 Integration This section will guide you to integrate 123LiveHelp s client end with your website 4 1 Generate Embedded Code This section will generate the embedded code that will be inserted into the webpage of your website You can get the code in Generator Code Panel according to the instructions below 4 1 1 Choose Design Operator Status Button Define the operator status button style here gr
34. g B imgyoffline jpg 5 a And there is another parameter that should be modified so your server will know where to load the live_status js Preference AE Chat gt System General Integrated Database H Advertisement W Module General General system setting The status of the operatorfonline or offline will be record in a File live status file The path name of the operator status record file By default its indicating default html directory and the name ofthe record file is live status js Live Status File Path E When customer need to receive chat log they mill receive From this email Admin Email Admin yourdomain com Apply Restore Defaults When you finish the setting and modification please restart your 123LiveHelp server and refresh your page and you ll see that the online offline indicator images will shift according to your operator s online offline status 5 User Interface There are three user interfaces in 123 Live Help Admin Panel Operator Panel and Customer Panel Different interface has different functions and serves for different user group 17 123LiveHelp v4 1 User Manual Admin has overall privileges to supervise all departments chat rooms staff and clients Operator manages specific room s and offer service to customers operator is monitored by administrator Customer the end customer seeks help from operator and has the least power over the system
35. hat cor buy herl Keyword 48 Search 1 1 Click an item in History list the complete information will appear in Record tab If an administrator feels the need to view the conversation about a specific topic enter the topic in Search textbox and the related conversation records will appear in Record tab Administrator may view the customer s nickname login time operators name and his department information etc at here 22 123LiveHelp v4 1 User Manual 6 4 Report System The report system in 123flashchat aims to provide a convenient way for administrator to learn the working performance of his Staff Report It will generate the report for 123 Live Help Report Setting Operators Columns Today e AMIA i operatorb Operator ID wv operatora Average Pickup Time Chats 2006 11 26 Average Rating End Date Total Rating hd 08 11 26 Start Cate Select all Select all utpat Operator ID Average Pickup Time Chats Average Rating Total Rating Working Time i You may set the filter condition such as Operators Columns and Date and click Generate to generate the report 23 123LiveHelp v4 1 User Manual 6 5 Chat Settings E Preference Bela pac Chat System General Integrated Database Advertisement H Module General chat setting This is the preference of the chat Message being encrypted Will ensure the security of the 123 Live Help server 123 Live Help encrypts messages using
36. hy 123 Lave Help Server software This is a demo version of 123 Live Support Server 4 1 build 20081112 Demo version will disconnect the user after logging in for 10 minutes Get the full version http www Livehelp com buy html gt gt gt gt Powerd by TOPCMM Software www topcmm com lt lt lt lt Set System Timezone GMT 8 Loading ip to country data Loading connection policy Starting http server Starting the chat http server on 6 0 0 0 8988 Starting the tcp server Starting the chat tcp server on 0 0 0 0 8969 Starting the flash media server root thomas desktop 123livehelp 6 Auto start 123 Live Help when your server starts 11 123LiveHelp v4 1 User Manual Step 1 Modify Ihserver sh find the LHSERVER_HOME section and define the directory of Ihserver sh 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 lherver sh to make them effective LHSERVER_HOME usr local 123lhserver export LHSERVER_HOME Step 2 Modify this file etc rc local add one row usr local 123lhserver Ihserver sh Just replace usr local 123lhserver with your LHSERVER_HOME value 3 3 Other UNIX Operating System 3 3 1 Install JRE 1 5 or above we recommend JRE 1 5 For other Unix OS server you must install a JRE 1 4 2 or above
37. is 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 Turbo Linux Mac OS Classic 8 1 9 X Mac OS X 10 0 10 1 Mac OS X Server 123LiveHelp v4 1 User Manual 2 1 2 Hardware requirements 123 Live Help Server Software is compatible with most server hardware The minimum hardware requirements are as follows 586 200 MHz or faster processor 64 MB of RAM or more 100 MB free hard disk space or more Dedicated Pl1 400 MHz with 256 MB RAM is eligible to handle 500 or more concurrent users Adding extra RAM and processors will improve the performance of 123LiveHelp 2 1 3 Java Virtual Machine JVM requirements Sun Java 1 5 or above is required to run 123LiveHelp We recommend J2SE v 1 5 or later For the current version of JDK please visit http java sun com 2 1 4 Port requirements This software needs at least two free ports and the port number should be lower than 65535 and cannot be used by other applications Default ports 8969 8968 1 8969 The main port of 123LiveHelp server all the three chat clients admin operator and customer panel connect to this port 2 8988 The port for the HTTP server of 123LiveHelp server Why HTTP server is needed Because under certain network environments the connection via proxy will make the main port 8969 unavailable in that case HTTP server will be useful In addition when a user need
38. lt Notepad or Apple Software Update 2 123LiveHelp 2 Start 123 Live Help server Console mode 2 Internet Explorer E Readme 2 Stop 123 Live Help Server Yi msn 5 Outlook Express Uninstall 123 Live Help 4 0 a Welcome ge Remote Assistance Windows Media Player Google Chrome All Programs 8 Windows Messenger Y Windows Movie Maker 29 Windows Live Messenger Log Off o Turn OFF Computer m _ E e Windows Live If the chat server has already been started before or there is a problem with the server configuration an error message will be prompted To learn about the detailed error information please start it in console mode b Start in console mode Start gt Programs gt 123 Live Help Server 4 1 gt Server gt Start 123 Live Help Server Console Mode 7 123LiveHelp v4 1 User Manual Console mode will be more helpful to view detailed error information so it is only needed when there is a problem during starting 123LivesHelp server When the problem is fixed it is recommended to stop the chat server and start it again in service mode Stop 123 Live Help server If you are in service mode you can stop your 123 Live Help in this way Start gt Programs gt 123 Live Help Server 4 1 gt Server gt Stop 123live Help Server If you are in console mode you may stop your 123 Live Help by manually closing the pop up MS DOS window Restart 123 Live Help Server If y
39. ment logs in 123 Live Help the Message button will become this b Message 1 It indicates that a customer sent a message when operator is offline An operator can click on this button to open the Offline Customer Message window E Offline Customer Message loa Mark as read b Mark as unread X Delete CustomerID Subject Email Send Time Jerry How to pay 1123flashchat hotmail com 11 25 2008 14 15 17 Tom Change the logo of my chat 1123livehelpiblive corn 11 25 2008 14 07 42 Unread message would be shown in bold font click on the message and its corresponding content would appear in the text area below 55 123LiveHelp v4 1 User Manual Offline Customer Message ba Reply Mark as read Mark as unread G0 Delete Customer ID Subject Email Send Time Jerry How to pay a com 11 25 2008 14 15 17 Torn Change the logo of my chat 1123liehelpimlive corm 11 25 2008 14 07 42 Please give me the purchasing link of 123Flashchat thanks Reply an email Right click an email and choose Reply it will invoke your default email client Mark as read Right click an email and choose Mark as read this will un bold the font in message list to indicate that the message has been read by an operator Mark as unread Right click an email and choose Mark as unread this bold the text in message list to indicate that the message has not been read by an operator Delete Right click an email and choose Delete
40. ocumentation please visit http help ubuntu com root thomas desktop wget http www 123livehelp com download 123livehelp tar qz 15 57 30 http ww 123livehelp com download 123livehelp tar qz gt l23livehelp tar gz Resolving www 123livehelp com 67 225 176 21 Connecting to www 123livehelp com 67 225 176 21 80 connected HTTP request sent awaiting response 200 OK Length 48 160 348 46M application x gzip 1008 gt 48 160 348 E E ETA 00 00 16 46 32 15 99 KB s 123livehelp tar gz saved 48160348 48160348 root thomas desktop 2 Decompress the installer file You may use the command below to uncompress the installer file S tar zxf 123livehelp tar gz El DOtiatho mas desktop ma File dit View Terminal Tabs Help root thomas desktop tar zx 1l23livehelp tar gz 3 Start 123 Live Help manually MRKAR 123LiveHelp v4 1 User Manual After uncompressing 123livehelp tar gz you will get a folder named 123livehelp enter this directory and start the server with the following commands S cd 123livehelp S Ihserver sh start root thomas desktop 123livehelp File dit View Terminal Tabs Help rooti thomas desktop tar zx 1l23livehelp tar qz root thomas desktop cd 123livehelp root thomas desktop 123livehelp lhserver sh start Starting server root thomas desktop 123 Livehelp gt gt gt gt www 123livehelp com lt lt lt lt
41. ou are in service mode you can restart your 123 Live Help server in this way Start gt Programs gt 123 Live Help Server 4 1 gt Server gt Restart 123 Live Help Server If you are in console mode please close MS DOS window first and restart 123 Live Help server in the following way Start gt Programs gt 123 Live Help 4 1 gt Server gt Start 123 Live Help Server Console Mode Note After configuring the server parameter manually you should restart the chat server to take the changes into effect 3 2 For Linux Users 1 Get the free Linux package of 123LiveHelp at here http www 123livehelp com download html Download installer file 123livehelp tar gz 123 Live Help Version 4 1 Server Package structure Chart Choose your platform had Windows A Linux W Other OS i File Name Include JRE Include Client Size oom ME 123livehelp tar gz Y x v 12 3 46MB E Download A 123livehelp_s tar gz x x Yov 12 2008 14MB El Download You may also download with this command S wget http www 123livehelp com download 123livehelp tar gz 123LiveHelp v4 1 User Manual E rootiathomas desktop ESENES File dit View Terminal Tabs Help The programs included with the Ubuntu system are free software the exact distribution terms for each program are described in the individual files in usr share doc copyright Ubuntu comes with ABSOLUTELY NO WARRANTY to the extent permitted by applicable law To access official Ubuntu d
42. ough the host address and the port specified by these two ones 64 123LiveHelp v4 1 User Manual 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 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 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 To initialize the server s host name IP address or DNS name To initialize the server s port To initialize the user s name To initialize the user s password init_url To initialize the login URL of the client The staff side will kno
43. pboard For Help Press F1 4 2 Chang Path Information You may insert the embedded code that been generated in the code generator panel in your webpage but if the traffic is large using 8988 port to retrieve these 2 files may crash down your server so it is recommended to copy to files to the web directory and retrieve them at port 80 For example if we copy the files to the root directory of your website say it is www mydomain com then the src of the files in JavaScript should be 16 123LiveHelp v4 1 User Manual lt l JE SLIVEHELP CODE BEGIN gt lt link href http 192 168 0 100 896868 css style ces rel stylesheet type text css gt lt script language javascript arc http yourdomain live status je gt lt script gt lt script language javascript src hetp yourdomain 123 livehelp js gt lt script gt lt script language Jjavascript gt var button type BUTTON TYPE IMAGE var Online display httpiy 192 166 0 1003696 vaz Offline display hetpi 192 166 0 100 69 War button assign type BUTTON A3316N_NULL var chat window Skin wviolet var chat window width 495 var chat window height 495 var enable invitation true var invitation popup type INVIATION STYLE SLIDEDOUN var invitation skin INVIATION STYLE BROWN var invitation dept id 1 War define uel http 192 1 livehelpii lt script gt lt LZ3LIVEHELP CODE END gt fimgonline jp
44. perator 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 61 123LiveHelp v4 1 User Manual 123 Live Help You have logged in our system please wait for the y Rate the operat operator l Thank you for waiting operatora picked up the O chat and will help you now Me Tell me howto pay please Oo operatora Hi Tom thanks for your interest in it di our product as for the purchasing information please refer to this page O de od de ode http Parana 123 flashchat combi html Me OK thanks Mk ke e operatora It s my pleasure to server for you You have quit chatting please rate the operator in the right panel thank you Rate The last message was received at 16 35 38 11 21 2008 powered by One operator may transfer the chat to another operator If operator A transferred one customer to operator B the customer will get a notification and be aware of the process too 8 9 If a customer needs to send the support log to an email he may press Mail 62 123LiveHelp v4 1 User Manual 123 Live Help You have logged in our system please wait for the Ey Rate the operat operator Thank you for waiting operatora picked up the chat O and will help you nol Me Tell me howto pay please O operatora Hi Tom thanks for your interest in we our product as for the purchasing information please ref
45. rs when a customer logs in like the following figure Can 123 Live Help integrate my existing user database Bubble there would be a bubble appears when a customer logs in 50 123LiveHelp v4 1 User Manual i Guest x Can vou help me Customer logout indicator There are three options you can choose None Image and Bubble None there will be no indicator appears when a customer logs out Image there will be an image appears when a customer logs out Thomas left Bubble there will be a bubble appears when a customer logs in i 174944 Guest has left Play sound notification when a new message arrives Provided this feature is enabled when a new message arrives the system would play a sound alert Customer message indicator There are three options for you to choose None Image and Bubble None there will be no indicator appears when new a message arrives Image there will be an image appears when a new message arrives Can 123 Live Help integrate my existing user database Bubble there will be a bubble appears when a new message arrives i Guest Messages 51 123LiveHelp v4 1 User Manual 7 6 Auto invite Configuration Other Invite Enable Auto Invite Auto Invite Delay Time 3 o gt 60 Enable Random Invite Message Invite Message Hello what can I do For you we Cate Time Format Dake Time Format add py t Apply Restore Defaults Enable auto invit
46. rver port option They are listed below 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 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 Table1 High port 1024 51127 Low port lt 1024 gt Flash player 7 w W Primary server ee secondary server a 66 123LiveHelp v4 1 User Manual Table2 High port 1024 51127 Low port lt 1024 gt Flash player 7 rina server
47. s installed before 123 Live Help will automatically download and install them for you and if you need to do it by your own please follow the links below Microsoft NET Framework 2 0 http download microsoft com download a a c aac39226 8825 44ce 90e3 123LiveHelp v4 1 User Manual bf8203e74006 dotnetfx exe Java JDK 1 5 http javadl sun com webapps download AutoDL Bundleld 18675 amp jre 1_5 0 15 windows i5 86 p exe NT service When 123 Live Help Server Software installation is finished 123LiveHelp Server will take several seconds to start as a Windows NT service And as a Windows NT service 123 Live Help server will be loaded and started automatically when your computer starts Start 123 Live Help This can be done by starting the server in service mode or in console mode A Start in service mode Start gt Programs gt 123 Live Help Server 4 1 gt Server gt Start 123 Live Help Server Set Program Access and Defaults W Windows Catalog Windows Update lan Accessories lan Games T Google Chrome T Google Talk lam Tunes E Mozilla Firefox 1 123 Flash Chat Server 6 9 6 thomas2 Internet Mozilla Firefox e E mail Outlook Express e Internet Explorer 33 Windows Messenger fa 123 Live Help 4 0 T QuickTime gt Restart 123 Live Help Server T Startup gt web gt i Start 123 Live Help Server
48. s to check the logs HTTP server is also required 2 2 Client Requirements NET Framework 2 0 is required to run Operator Panel and Admin Panel 123LiveHelp exe or 123LiveHelp Client exe will detect the version of your Net Framework in setup If it is needed it will download from Microsoft s website and install them automatically At least 800 600 displays resolution On the customer s side Flash Player 7 is required 3 Installation 3 1 For Windows Users 123LiveHelp v4 1 User Manual Download the installer file from the page below http www 123livehelp com download html 123 Live Help Version 4 1 Server Package 8 Structure Chart hoose your platform AY Windows A Linux Other OS I File Name Include JRE Include Client Date Size con 1 23livehelp_full exe Y Y Nov 12 2008 55 MB El Download A 1 23livehelp exe x Y Mov 12 2008 17MB E Download The package including JRE should be downloaded if you don t have JRE installed before Install 123LiveHelp on Windows Double click 123livehelp exe to start the installation and it will take a few minutes to finish the process 123 Live Help 4 1 Setup Installation Complete Setup was completed successfully 123 Live Help Action Start 123 Live Help client Show the welcome page to test 123 Live Help 4 1 Since Microsoft NET Framework 2 0 and Java JDK 1 5 are required to run 123 Live Help so if you don t have these application
49. se webcam and voice chat features URI the URI of you 123livehelp server Enable audio video module With this module enabled an operator may use webcam and his microphone set to communicate with customer to learn more about this feature please click here 6 8 Department Management Here is a screenshot of the department management panel As you can see departments can be added modified or deleted at here 28 123LiveHelp v4 1 User Manual Admin Panel 123 Live Help Seles LiveHelprLi Control Tools HelptH fre Monitor ed Mext da Previous Search a Operator cPanel ap Logout Monitor Department Account Search Ban Unban Generate Code ee operatorb C line operatora Online E Suppork 1 2 operator OFF line operatora Online For Help Press F1 6 8 1 Add a department Click the Add button at the right bottom of Department Panel and then a dialogue box like the following below would appear fill in Department Name field and click OK T Manage Department 123 Live Help Department Department Mare 6 8 2 Delete a department Click the department you need to remove in Department Panel and click Remove 6 8 3 Modify a department Click the department you need to edit and press Edit at the right bottom of the Department Panel a dialogue box like the following figure would appear fill in the department name you need to use and click OK
50. tool bar an operator may change his text s font size etc to suit his needs To change the font db 4 Transfer Kick Ban Stop Video H Close Q 37 57 cuestion Logo question Torn can you tell me how to change the logo operatora sure it is my pleasure e A Times Mew Roman i Es To change the font size 45 123LiveHelp v4 1 User Manual Tom T Tom Transfer Lal Kick h Ban ah Stop Video XX Close Q 40 58 cuestion Logo question Torn can you tell me how to change the logo operatora sure it is my pleasure operatora First you save your logo in this directory Times Mew Roman To bold text Co Torn Co Tom qJ E E Transfer Lal Kick Ban fay Stop Video Close Q 42 22 cuestion Logo question Torn can you tell me how to change the logo operatora sure it is my pleasure operatora First you save your logo in this directory operatora Then open your Admin Panel i T Times Mew Roman an To enter italic text 46 123LiveHelp v4 1 User Manual Co Tom T Tom qJ b Ea Transfer mi kick h Ban Stop Video XX Close O 43 56 can you tell me how to change the logo operatora sure it is rmy pleasure operatora First you save your logo in this directory operatora Then open your Admin Panel operatora Log in as an administrator I T d Times Mew Roman a To unlined text Co Torn A Tom E a Transfer Lal Kick Eh Ban 5h Stop Video X ClosefQ
51. tora 2008 11 21 16 33 59 2008 11 46 3 Hi Torn thanks for your interest in our product as for the purchasing in page httos aw 123Flashchat comibus html Kennard Tom 2008 11 21 16 34 59 OK thanks lay operatora 2008 11 21 16 35 38 It s my pleasure to server For you 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 Click an entry in the result list and the complete transcript will appear in the text area below 6 11 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 shown below 35 123LiveHelp v4 1 User Manual Admin Panel 123 Live Help LiveHelp L Controkc Toolsi HelpiHi lonibor ae Mext is Previous Search fA Operator cPanel oy Logout Monitor Department Account Search Ban Unban Generate Code Banned List IP Username Date Action 192 168 2 133 0006 11 24 16 15 51 Remove 192 166 506 164 0006 11 44 16 15 51 Remove 192 160 95 175 0006 11 24 16 13 56 Remove 192 166 19 255 0006 11 44 16 12 41 Remove Action
52. w the user open the client in which URL init_video To enable or disable the video of the client Value True false 9 2 Server Configuration By default all configurations for the chat server are controlled by two files Ihserver xml which is located at lt 123livehelp installed directory gt etc Ihserver xml 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 Ihserver xml 65 123LiveHelp v4 1 User Manual How to edit it In Windows you may open Ihserver 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 editor to edit Ihserver xml After modifying this configuration file please open it in a browser to test If syntax error messages 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 se

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