123LiveHelp User Manual
Contents
1. Parameter Type Default Description Value ServerHost gt Host String uf 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 secondary 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 unnecessary you may turn it off httpServerHost gt String 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 Aw 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 o swf pixels language String S 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 language2. http www 123livehelp com User Info Predefined messages Information Chat window e ll explain how they work one by one SOR 1 Menu amp staffA 3 Options A Search F Help a About E Logout Current Depariment Pre sales Technical Support Customization Request Art Design Request Bug Report and Current Time 05 59 07 In the top menu there are six graphic icons e The first person icon is not clickable it shows current ID of the staff e Options here are some basic options for staff like controlling the interface elements enable disable sounds or change staff password e Search The staff can search chat scripts here between customer and himself or other staff e Help help document for the staff e About software logo name version and copyright e Logout it is where the staff logs out The current department and time will display below the icons amp stata amp Options A Search Help E about E Logout Current Department Pre sales Technical Support Customization Request Art Design Request Bug Report and Current Time 05 59 07 2 Customer list Top left of the panel shows the user list 123Livehelp including following information customer Userlist s name when does he she log in status l Username LoginTime Status waiting chatting or staff lost connection or disconnected Waiting There are four degrees of the waiting Waiting customer displayed by background colors Sag and dis
3. Transfer r Kiek L Bar j auai After the connection with a customer is established the Pick Up button becomes invalid while the other two buttons now valid Transfer and Remark The first button is used to transfer the conversation with one customer to another staff the second is to add more details for current customer for future reference 4 Userinfo TopCMM Software http www 123livehelp com http www 123livehelp com User Info guest1 Waiting Question Can you help me Current Dep Sales Origin URL file C Program Files 123Live IP 127 0 0 1 Localhost Browser 1024 768 TimeZone GMT 08 00 Beijing Chongqin Language Endglish en Following 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 Transfer Staff can transfer user to another staff across the department Remark Staff can supply more details for current customer by remark button We have introduced three buttons in this sub panel and the rest two buttons one kick one ban staff can kick ban rude user out of the conversation Kick is kick only not accompanied with Ban Staff can ban user by user s ID or user s IP or both user s ID and IP 5 Predefined messages Predefined Message Y amp
4. long getStartTime return the start time in milliseconds String getVisitorCountry return the visitor country String getVisitorIp return the visitor IP String get VisitorName return the visitor name String getVisitorNick return the visitor nickname String getVisitorProfile return the visitor profile TopCMM Software http www 123livehelp com http www 123livehelp com 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 Transc
5. 1 Get the free Windows package of 123LiveHelp here http www 123livehelp com download html Download the Windows version 123livehelp exe 2 Install 123livehelp exe Double click 123livehelp exe to initiate the installation and it will take a few minutes to install following the simple instructions of it ie Setup 123 Live Help Server 3 2 Welcome to the 123 Live Help Server 3 2 Setup Wizard 123 Live Help This will install 123 Live Help Server 3 2 on your computer it is recommended that you close all other applications before continuing Click Next to continue or Cancel to exit Setup TopCMM Software http www 123livehelp com http www 123livehelp com 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 automatically started you don t have to start it manually fe Setup 123 Live Help Server 3 2 Completing the 123 Live Help f Server 3 2 Setup Wizard 123 Live Help Setup has finished installing 123 Live Help Server 3 2 on your computer The application may be launched by selecting the installed icons Click Finish to exit Setup Moreover the chat server as a Windows NT service will be automatically loaded and started each time when you reboot your server computer 4 Start the chat server This can be done by starting the server i
6. MSN Explorer e 123 Live Help Server 3 2 Van Client Windows Media Playg EI Accessories ei doc e Games Van Server SOB Windows Movie Makei e Startu Get 123 Live Help Server full versi d rtup et 123 Live Help Server version EI Internet Explorer E Online Support W MSN Explorer E Readme i Files and Settings Tra G Outlook Express fod uninstall Lues p Remote Assistance Visit 123 Live Help Server web Site Tour Windows XP windows Media Player Welcome All Programs 8 Windows Messenger Log Off fo Turn Off Computer A page named index html will be opened with 3 options 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 123 Live Help Server offers a user friendly Admin web interface to manage and configure the chat server There are two shortcuts in the start menu to access Admin Panel and test 1 Choose Admin Panel in Welcome Page 2 Click Admin Panel in start menu directly if Windows users Start gt Programs gt 123 Live Help Chat Server 3 2 gt Client gt Admin Panel Test account Default account admin password admin Note Don t forget to change admin password before officially launching your server to evade any security risk TopCMM Software http www 123livehelp com http www 123liv
7. Greeting Hi are you looking for a live support software for your website Hello how may I help you Hi there what can do for you gt Answers wal geet This can be very handy for staff especially when there is large traffic on the website When one staff simultaneously dealing with multiple customers with repeated questions these canned answers can be extremely helpful to save time Canned answers can be added or removed they can also be categorized 6 Information Here shows the latest activities in current department connect login logout disconnect etc If this information is not needed staff can click the arrow above to close it temporarily to save space 7 Chat window TopCMM Software http www 123livehelp com http www 123livehelp com 4 3 Ba as oO yz zs Repick gues brout H A _ guest51 lost Repick guests Repick guest65 guest53 lost c ou You can initial One to one private messages between staff and customer are managed in this sub panel e Window Control Private messages PM can be maximized to full sub panel minimized to be just a small tag in the bottom list it s called PM Management Sub panel restored to original size or closed By default it is maximized PM windows can be dragged to expected position There are two ways to activate a PM window to front click its top blue bar or choose the spe
8. if customer and staff Details Link Click the Check History button to check details in a new popup window with customer details including his nickname department he chose the staff who have served him customer s country and IP address and the remark words the staff added to describe the customer and the full conversation log between the staff and the customer As displayed in the picture below TopCMM Software http www 123livehelp com http www 123livehelp com 123Livehelp Customer name Staff name All Departmer sl From 2008 1 18 To 2008 1 18 a Keywords Customer stan oepartment country Lafe Poster ergeet J guest staffa Sales Localhost 1 52 05 39 4 Check History Guest staffa ech Localhost 2008 1 18 15 50 48 00 07 03 4 Check History a Log Messages Powered by www 123livehelp com Microsoft Internet Explorer DER Fie Edit View Favorites Tools Help O O DAO een kre O E DaS Address Si http 127 0 0 1 8988 transcript g default amp u admin amp tid 452a5570 c59a 1 1de 9a82 000c29826e48 Visitor name guestt guest2 Visitor profile Remark ege 2008 01 18 pe up time 2008 01 18 15 52 09 End time 2008 01 Question I need S g Refer URL file C Program 18 15 59 12 elp GEREEST 20Files 123LiveHelp3 4 htmi client swt Display resoultion 1024 768 Staff name staffa EE name Country Localhost 127 0 0 1 Browser type null First Preview 1 Next End 2
9. 8 Loading ip to country data Loading connection policy ww Starting http server Starting the tcp server Starting the chat http server on 6 6 6 6 6 0 6 0 8988 Starting the chat tcp server on 6 6 6 6 60 0 6 0 8969 123 Live Help Server has been Started You can open this url to test http 192 168 6 251 8988 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 5 To stop the chat server a If you are in service mode please stop the server in the following way Start gt Programs gt 123 Live Help Server 3 2 gt Server gt Stop 123livehelp Stop 123 Live Help Server wrapper i Stopping the 123 Live Help Server 3 2 service wrapper i 123 Live Help Server 3 2 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 3 2 gt Server gt Restart 123livehelp TopCMM Software http www 123livehelp com http www 123livehelp com Stop 123 Live Help Server wrapper Stopping the 123 Live Help Server 3 2 service wrapper i 123 Live Help Server 3 2 stop
10. None not using any integrated database to authorize a user can only login as 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 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 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 Awww 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 logi
11. an account tree in this page click a category to view existing admin accounts staff accounts with their rating status if any Choose a folder name in the account tree before adding any new account Choose an account name in the account tree 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 staff 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 Staff Panel TopCMM Software http www 123livehelp com http www 123livehelp com 123Livehelp Y Gs Account gt G Admin Y amp Staff staffa R staffb Username Remaining Department s Added Department s Password Password Repeat 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 staff name and or department before clicking search to perform search Search result Every entry of search result includes following items Customer name Staff name country of customer IP of customer Login Time of customer Department
12. 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 staff to start the conversation Message gt Number 20 The time interval between two interval only for messages unit seconds client swf 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 TopCMM Software http www 123livehelp com http www 123livehelp com 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 123livehelp3 2 in order to integrate 123livehelp swf files to 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 to 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 a headache to staff or admin 4 init_room We now use the conception department instead of room i
13. 008 01 18 15 54 29 guest can you tell me what is your problem 5 Department Admin to customer You may need to create multiple departments to allocate visitors for staff to serve them better for example Pre Sales and Post sales Technical Support Admin to staff Once again we d emphasize don t forget to designate new staff to specific department s first or the new staff can t see any visitors at all One department can have multiple staff members and one staff 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 TopCMM Software http www 123livehelp com http www 123livehelp com 123Livehelp 6 Ban and UnBan Admin can ban or unban an user by users ID or user s IP in this panel and there is a ban list in this panel with all the banned IP or banned users being listed here As showing below 123Livehelp 1200643476000 1200643496000 TopCMM Software http www 123livehelp com http www 123livehelp com 4 2 4 2 1 Staff Panel How to access Staff Panel There are two shortcuts in the start menu to access Staff Panel and test 1 2 Choose Staff Panel in Welcome Page Click Staff Panel in start menu directly if Windows users Start gt Programs gt 123 Live Help Server 3 2 gt Client gt Staff Pane
14. 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 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 performance of 123LiveHelp 2 1 3 Java Virtual Machine JVM Requirements Sun Java 1 4 and above is required to run 123LiveHelp We recommend using J2SE v 1 4 2 08 or v 1 5 JRE 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 TopCMM Software http www 123livehelp com http www 123livehelp com Default ports are 8969 8968 1 8969 The main port of 123LiveHelp server all the three chat clients admin staff 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 3 Download and Installation 3 1 Windows Install
15. Zero O G A Address http 192 168 0 104 8988 staff html sl Eco Links s e 7 EI 123Livehelp A staffa 36 Options S Search Help J About P Logout a Current Department Sales Tech Design Current Time 09 26 21 Heefeg Visitor Current rating 0 out of 0 votes Username LoginTime Status User Info guest Waiting Question Can you help me a gt C Greeting 9 Current Dep Tech gt i Answers Origin URL htto1 198 235 34 MB gt o aas JIP 198 235 34 32 USAlocation Browser 1024 768 TimeZone GMMT 08 00 Beijing Chongain _ Language _English en B EL LOO dd 2 01 24 28 Login success 09 25 29 guest1 Login 4 2 3 Staff Online Offline Button You are recommended to place a chat button on your webpage showing the availability of the general staff team online or offline with the built in presence detector If one or more staff oie yun Chat with us If no staff online Ga OFFLINE You may log in a staff member and refresh the Welcome Page to view the online chat button Then log out the staff 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 Functions of Staff Panel There are following sub panels in this panel 1 Menu 2 Customer list TopCMM Software http www 123livehelp com
16. able the audio mode video On Off On Enable the video mode 7 Customize transcript style The apache velocity template engine is implemented to ensure the transcript style can be customized About how to use the apache velocity template engine to do it please refer to the URL below http velocity apache org engine devel developer guide html 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 getId 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
17. ar 255 Visitors display resolution 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 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 Main attribute Data Time From To Message 10 an O M v Message type 0 staff message 1 client message 2 offline message And this is a JSON example a H ZC ie 1 d staffa e Can you help me b 13 58 52 c guest5 a 2008 04 03 d i In e guest5 e Yes Zb n Tree staffa a 2008 04 03 TopCMM Software http www 123livehelp com
18. arameters urlLink substring urlLink indexOf var urlValue client swf parameters openSWF urlValue 100 100 livehelp topcmm_123livehelp lt script gt TopCMM Software http www 123livehelp com http www 123livehelp com lt noscript gt lt DIV id livehelp gt lt object classid clsid D27CDB6E AE6D 1 1cf 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 lt param name movie value client swi 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 ml three samples lt live status file enable On gt lt live status file gt lt live status f
19. ase rate our support rep on the right thank you FC D ss Ox wee we amp Thank you for waiting A chat session has been activated with a powered by d GILAUR TopCMM Software http www 123livehelp com http www 123livehelp com One staff transfer chat with a customer to another staff If staff A transferred one customer to staff 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 lhserver 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 mu XML Child Parameter Type Default Description value 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 Furthermore there are four steps to configure the MSN Robot 1 Create Robot MSN Account Room own
20. cific small tag in the bottom PM Management Sub panel e PM Management Sub panel When staff is chatting with customer A and if new message comes from customer B in an inactive window the small tag of B will blink in the PM window management sub panel to remind the staff When inactive user disconnect his small tag will blink too Customer Chat Client There are two shortcuts in the start menu to access customer chat client and test 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 3 2 gt Client gt Customer Chat Client Showing below Customer chat client is pure flash and web based so 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 TopCMM Software http www 123livehelp com http www 123livehelp com 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 After an available staff accepts the request the customer will be informed of the good news and the input ar
21. cond 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 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 2 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 3 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 4 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 Parameter High port 1024 51127 Low port lt 1024 gt Flash player 7 v v Primary server v x secondary server Table Parameter High port 1024 51127 Low port lt 1024 gt Flash playe
22. connections If configure it to 0 then one IP can login per ip unlimited connections this can be used for performance test time zone Number 0 Set your local time zone between 12 to 12 For example 5 GMT 5 8 GMT 8 Default is 0 GMT data base String Default Set the data base mode you used with the live mode 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 Number 10000 Maximum connection at the same time in current connection group max Number 512 Maximum characters of a message message length integrated String None 123livehelp can integrate your own user database TopCMM Software http www 123livehelp com http www 123livehelp com other database like that of your forum or portal system The modes are
23. csenssaeteveaarscsseesasdeveeadssanscewsesebannse 10 4 Set JRE E er 10 Ss Start the Chat SERV CL ssec ensine n E E E E ENEA 10 A User WCAG siisestsicstsiesttsstiiesiisnsinesiincsuicsitenatnesinsineainnninesiustiesitinsitesitinsisesiiusususin 10 SET Admin EE epeigegiesgeteedgedteeegegE eege Edge 12 4 1 1 How to access Admin Done 12 4 1 2 Admin Panel Functions 5 lt ccsie2qnsagdaaassaentacceasantansesuamenatunterseenennacsnieds 13 en Tote EE 13 Pe E y E E E E 14 STEE 14 4 Search EE 15 De TEE 16 O Ban and UNBAN EE 17 42 Stal Panel ee ee eee re eee 18 4 2 1 How to access Staff Panel viii scccacssesesnatsesasssneuidsassnscasecncedtasgaatensateciess 18 4 2 2 Staff and the department sce eicetectsicetecesiielece seca esessentesecaaleputeaecaluats 18 4 2 3 Staff Online Offline Button 20 424 Functions Of Staff E 20 Un Te EE 21 TopCMM Software http www 123livehelp com http www 123livehelp com 2 C stomer E 21 3 Pr active Ch t e E 22 Ae User INTO E 23 5 Predefined Messages ceser erein e EE EEES 24 6 ee 24 Z Chat RN 24 4 3 Customer Chat CIOnt ccccesseeceeessseeeeeneeseeeenesanseeeeeensseeenenensnaees 25 4 4 Live Help Remote Controller MSN edition cceeeeeeeeeeeeeeneees 28 Se Ce renier EEEE E E 29 Opto Ae sciwsisinsticitncatinntainninwstaxatneniuneiiniinxatieedenniieninmaiierdenatinninaniiuatanaiveniunaiiininsiin 29 Option Bi wsicretncenanctzratnreriwatinanicatuniest
24. danideniatenadalaeendcetimnbiveliiaideunieanideidtutiuataluaeds 30 Ce UE E 31 6 1 Client Configuration EE 31 EN E E 32 6 1 2 Init Parameter E 33 6 2 Server Configuration eieiregbtzeiesgtetttereGeEbeER eebe EE nnn 34 6 2 1 lhserver Xml eerie ERE A EER 34 1 Connection Configuration ssicansccseneascartacsnaceessanetantnentencansertea onemandeseedneras 35 2 Gl bal ee EE 37 3 Mail smtp server Confeuration 38 G22 SISTA EAL egene eege 38 1 General SEM ee 38 GAR 40 3 Encrypt message EE 40 4 Enable guest login E 40 5 Modules ELE 40 Tx CUSTOMIZE transcript Style sp ereueueugeuteueeeuieeEeuEsNNEEerEEEENEEKEKESeNEAeeEENEEEeCN 41 3 EPan APh aisr EAE AEA SAER 42 TopCMM Software http www 123livehelp com http www 123livehelp com 1 Introduction 123 Live Help Server Software is a full featured 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 customer satisfaction and confidence It can also increase agent productivity and reduce service costs 123LiveHelp makes your web site live and interactive 2 Requirements 2 1 Server Requirements 2 1 1 Supported Platforms Windows 95 98 NT ME 2000 XP Vista Solaris Sparc 2 6 7 8 9 Solaris Intel 2 6 7 8 9 Compag 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
25. ea becomes functional Customer rate staff Once the conversation starts the customer can rate how helpful an staff 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 TopCMM Software http www 123livehelp com http www 123livehelp com 2 Customer Panel of 123 Live Help Microsoft Internet Explorer File Edit View Favorites Tools Help O O AAG Zeen kos O 2 SBS Address L 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 2 Customer Panel of 123 Live Help Microsoft Internet Explorer File Edit View Favorites Tools Help O O AAO Pwo kee O 2 2B 3 Address http 192 168 0 104 8988 client 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 aq htm amp Rate this Rep 123LiveHelp offers free demo version for you to evaluate all the key features Dn 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 o You have stopped your chat session Ple
26. ehelp com Login Panel Admin login entrance e Admin Panel of 123 Live Help Microsoft Internet Explorer File Edit View Favorites Tools Help Q x Powe She Favorites o2 sas Address http 192 168 0 104 8988 admin html 123Livehelp 4 1 2 Admin Panel Functions Some key features are as follow 1 Monitor In monitor panel admin have super power to monitor all the one to one communications between staff and the customers Admin can open multiple conversation windows to monitor but can t join the chat directly Once any connection is built between visitor and the staff admin can monitor online customer s nickname and logon time staff name and department they are in etc The screenshot of the Monitor Panel With two conversation windows activated by clicking the Monitor button TopCMM Software http www 123livehelp com http www 123livehelp com T 123Livehelp Username Staff Login Time Department guest 15 50 48 Tech staffa can you tell me what is your problem staffa am glad to help you 2 Logs Here records all the activities on the live help server including connecting logging in logging out entering department establishing one to one chat etc Everybody s activities are all recorded here including the admin himself 3 Account Manager Admin can add modify and delete two kinds of accounts in this panel admin accounts or staff accounts There is
27. er sign up a new Windows Live ID Windows Live Messenger Account as the Robot account For example bot hotmail com Open the Ihserver xml Administrator open the lhserver xml enter the Robot MSN account bot hotmail com and its password following the instructions above Add monitor s Open lt LiveHelp3 2 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 moniotrl 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 TopCMM Software http www 123livehelp com http www 123livehelp com 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 5 Change the language If you want to change the language follow the lt LiveHelp3 2 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 lhserver xml find element lt remote controller gt change the en to your language s
28. hich 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 server is controlled by two files Ihserver xml which is located at lt 123livehelp installed directory gt etc Ihserver xml e default ml 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 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 to edit Ihserver xml After modifying this configuration file please open it in a browser to test 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 e lt Connection gt Configuration TopCMM Software http www 123livehelp com http www 123livehelp com e lt Global gt Configuration e 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 se
29. http www 123livehelp com 123LiveHelp Server Software User Manual Version 3 2 http www 123livehelp com Powered by TOPCMM Page 1 http www 123livehelp com TABLE OF CONTENTS 123LiveHhelp Server SOMWANGS siccisisiecsissssannssassnecacssacassnnssnntsnacanatsnasanetanssacatexaaicn 1 t E E 4 2 OU scrinia 4 2 1 Server Requirements AEN 4 GN Supported Plat e 4 2 1 2 Hardware e 4 2 1 3 Java Virtual Machine JVM Requirements eeeeeeeeseeeeeeeeeeeeeees 4 2 14 POR TEQUITEIMENES sc s55255ccaivesegasevsaenn niii ee E EES 4 3 Download and NET A ecisiiiiiiiiniincisinisridinsininiedCNeReRNNNinntiinniiidaiiniaiaitn 5 Sal Windows Ier egener EE EEeetEeg 5 1 Get the free Windows package of 123LiveHelp here eee eeeteeeeeeeeeeeeee 5 2 Install 123liv ehelp dee 5 ISNT EE 6 4 Start EE 6 5 Tostop EE 8 6 To restart the chat SEENEN ENEE NEESS 8 3 2 Linux ee eeedenegtegebetete ee e anea a 9 1 Get the free Linux package of 123LiveHelp emer zougzbuger ehegerkgek gesteet 9 2 Decompress download file swisiscciasesacsannstivesdensdvasucesivecesasavaionasdvadivetavaievebivase 9 So Start th E 9 STOP Ne server Tada E 9 5 Restart E 9 6 Auto start server after system reboot e eeessseeesssseiessreresserrresserersrsrreesssreess 9 3 3 Other Unix Operating System EE 10 1 Install JRE 1 4 2 or above we recommend JRE In 10 SEENEN 10 3 Decompress downloaded Te cccisscssessnsasc
30. ile 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 default 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 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 123LiveHelp3 2 installed directory gt html TopCMM Software http www 123livehelp com http www 123livehelp com 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
31. l 4 2 2 This is a platform for staff members to manage chat and offer live help and support to website visitors customers Default size is 800 600 pixels you can configure it to full screen Default test accounts Username staffA password test Username staffB password test Staff and the department Once logging in the staff will automatically enter the departments he belongs to which is predefined by admin As long as there s active staff member online the department he s in charge will become live in customer s login page list Whereas departments without staff display as offline in gray color and can t be chosen from the list Screenshot of the customer s chat client TopCMM Software http www 123livehelp com http www 123livehelp com A Customer Panel of 123 Live Help Microsoft Internet Explorer File Edit View Favorites Tools Help Om O AAG Pwo ren O S SBS Address http 192 168 0 104 8988 cient html 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 2 Departments Sales offline O Tech offline D Design offline E Staff Panel Preview TopCMM Software http www 123livehelp com http www 123livehelp com Staff Panel of 1 elp Microsoft Internet Explorer De Edit Ven orites Tools Help O O AAG Pa
32. n 123livehelp But in order to be compatible to 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 the swf whether it 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 login 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 ln 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 tw
33. n delete the two before the two rows below in lherver sh to make them effective FCSERVER_HOME usr local 123lhserver export FCSERVER_HOME TopCMM Software http www 123livehelp com http www 123livehelp com 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 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 2 Get the free other OS package http www 123livehelp com download html Download the other OS version 123livehelp_s tar gz 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 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 5 Start the chat server 1 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 xe
34. n error e g error in connecting database 4 username not existing 6 guest login not allowed 7 username banned site key String XHO00 YPWS TI3E KQLW The code to validate your website You can modify 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 your_domain com When no staff is available client will be directed to a page to send message to this email live status On off on The status of the staff online or offline will be TopCMM Software http www 123livehelp com http www 123livehelp com file gt Enable record in a file if enable On if enable Oft 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 Configure the max record can be displayed in page gt text EE SP 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 Chat messages can be encrypted by using gt e
35. n service mode or console mode if it was stopped before These modes are explained below a Starting in service mode In the Windows system Start gt Programs gt 123 Live Help Server 3 2 gt Server gt Start 123livehelp TopCMM Software http www 123livehelp com http www 123livehelp com Start 123 Live Help Server wrapper Starting the 123 Live Help Server 3 2 service wrapper 123 Live Help Server 3 2 started Press any key to continue If an error occurs it may be 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 In the Windows system Start gt Programs gt 123 Live Help Server 3 2 gt Server gt Start 123livehelp console mode TopCMM Software http www 123livehelp com http www 123livehelp com Usually you will see something similar to the screen below Start 123 Live Help server Console mode gt gt gt gt www 123livehelp com lt lt lt lt Welcome to try 123 Live Help Server software This is a demo version of 123 Live Support Server 3 2 Cbuild 26086415 Demo version will disconnect the user after logging in for 16 minutes Get the full version http www livehelp com buy html ees gt gt gt gt Powerd by TOPCMM Software Cwww topcmm com lt lt lt lt Starting the server Set System Timezone GMT
36. nable RSA which ensure the privacy and chat 4 Enable guest login security Parameter Type Default Value Description enable On off On Allow unregistered guest to log in or not guest login When its value is on the client side will login the user by the filling the username and password this will require you to integrate the database first to validate the user account 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 Awww macromedia com Flash Media Server or Flash Communication Server Video Control The code to activate video function to 123flashchat sample TopCMM Software http www 123livehelp com http www 123livehelp com lt flashcom audio video targetURI rtmp 123livehelp video Oft 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 En
37. nts 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 String 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 maxUPLoad Size Number 1024 Setting the max file can be uploaded to 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 use 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 TopCMM Software http www 123livehelp com http www 123livehelp com 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 yo
38. o ones are used after the first connection by init_host and init_port is failed TopCMM Software http www 123livehelp com http www 123livehelp com 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_de 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 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 w
39. osed of three parts they are respectively for admin staff and customer Option A Use the HTML pages in the demo installation package as chat client entrance TopCMM Software http www 123livehelp com http www 123livehelp com Copy the html folder in the directory lt 123LiveHelp3 2 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 clients 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 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 catch e urlLink window location href try urlLink document URL catch e urlLink if urlLink indexOf 2 1 d p
40. ped Press any key to continue b If you are in console mode please close the DOS window first then restart the server in the following way Start gt Programs gt 123livehelp gt 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 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 2 Decompress download file You may use the below command to uncompress the download file tar zxf 123livehelp tar gz 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 Ihserver sh start 4 Stop the server manually After started the chat server you may stop the server with the command Ihserver sh stop 5 Restart the server manually Ihserver sh restart 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 lhserver sh is in the directory of usr local 123livehelp the
41. r 7 v v Primary server v x unnecessary Table2 To modify the Parameters please refer to the table below Parameter Type Default Value Description port Number 8969 The server port must be identical with the port value in config xml Set the Server address A default means the live help server ip String TopCMM Software http www 123livehelp com http www 123livehelp com 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 table below Parameter Type Default Value Description port Number 8988 The server port must be identical with the port value in client xml ip 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 clie
42. rces jar com topcmm jchat LHServer A 4 User Interface There are three kinds of user interfaces of 123 Live Help admin panel staff panel and customer chat client Different interfaces have 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 Staff manages specific room s and offer service to clients staff will be monitored by admin Customer the end customer seeks help from staff and has the least power over the platform TopCMM Software http www 123livehelp com http www 123livehelp com Staff1 Customer2 Staff 2 Customer5 Department1 Staff 3 Customer8 Department2 Staff 4 Customer 12 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 Start gt Programs gt 123 Live Help Server3 2 gt Welcome As showing below TopCMM Software http www 123livehelp com http www 123livehelp com Internet Si My Documents Internet Explorer B My Recent Documents gt s E mail Outlook Express A Set Program Access and Defaults Paint W Windows Catalog Windows Update
43. riptContent instance and use the transcriptConent method to invoke the methods of TranscriptContent instance 29 8 Expansion API If the data base mode of 123 Live Help is Mysql you can get the message logs from 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 Visitor s name visitor_nick varchar 255 Visitors nickname visitor_country varchar 255 Visitors 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 Transcript s remark refer_url varchar 255 Visitor s refer URL TopCMM Software http www 123livehelp com http www 123livehelp com plain text Message details browser_type varchar 255 Visitor s browser types display_resoultion varch
44. short name 6 Restart Live Help server To apply the changes Tips The following commands 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 to 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 to your webpage and 123 Live Help chat clients are comp
45. ssages from the HTTP message server handle To handle high frequency messages from your workers HTTP chat server with over 1000 users please set it to a higher value Normally you will not need to change it max Number 10000 The user maximum in all rooms will be limited connection 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 serve him and the connection will be cut For example TopCMM Software http www 123livehelp com http www 123livehelp com 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 client will send request to the chat server at intervals to keep the connection alive user numbers 20 A user will get failed to log in error message connection when it exceeds the predefined period of time timeout 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 string logs Name of the folder of admin log data files path max Number 10 Connection limit of each IP By default it is 10
46. tinguished by their waiting time Was period from short to long the background color would change from white blue orange to red As shown in the left picture Waiting Waiting TopCMM Software http www 123livehelp com http www 123livehelp com 3 Proactive Chat Invitations Check it out The userlist tab has been switched to visitor tab Top left of the panel shows the visitor list the staff 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 staff 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 123Livehelp l Current Department Sales Tech Design Userlist 0 Visitor 1 Current rating 0 out of 0 votes LoginTime Status 9 39 Visiting amp staffa 3 Options S Search Help 192 168 0 104 Unknown When the staff clicks the visit button and submit some message an invitation window with warm greeting will appear on the client s page TopCMM Software http www 123livehelp com http www 123livehelp com End Customer Panel 123 Live Help Version 3 1 Demo Microsoft Internet Explorer File Edit View Favorites Tools Help ay Q tx Q x a Le pe Search She Favorites 2 d Ki S Si h
47. ttp flocalhost 8988 customer panel html f Home QuickStart User Manual Email Support Introduction Staff Panel Admin Panel Customer Panel Generate Code Customer Panel The end customer can reach the staff by clicking the staff status button if the button is enabled Here is a preview of the scenario Step 1 Staff Status Button Pistatia m Hello can help you Ee Ej 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 alteirrauvery urte 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 123 Live Help KE This is the demo page in customer panel Admin could generate this code in the generate code page which can be added to your website to launch this function In generate code page you could customize the code including the invite window s style color etc Step 2 Login Page User Info Click a user in customer list then check out the five buttons in the customer profile sub panel you may noticed the Pick Up button is now available Click it and staff can chat with the customer You can also double click the user Remark name to start conversation
48. u can configure your server in the following way lt cross domain policy gt lt allow access from domain lt cross domain policy gt Wk mydomain com gt lt allow access from gt 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 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 Parameter Type Default Value Description message Number 10 It deals with messages handle To handle high frequency messages with over workers 1000 chat users in one room please set it to a higher value Normally you will not need to change it listen Number 5 If the maximum number of users is over 1000 workers please configure it with larger number Normally you will not need to change this http listen Number 5 The value of http listen workers determine on workers 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 Number 10 It can deal with me
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