AnswerChat Version 1 – User Manual
Contents
1. please contact the Alpha Media Inc subsidiary serving your country or write Alpha Media Inc 42 Central Drive Farmingdale NY 11735 1202 You may contact us by phone at 631 777 5500 or fax at 631 777 5599 or by email at info alphamedia net Table of Contents CHAPTER 1 INTrOUCHION coacci n cca ccade ivan daaccdeusacaceanaadadastad cduvecadeadwcvcabaduddadadsucdud ddeeuadaiuus How AnswerChat WorksS coconocncccccoconononocinncncnnononanoncncnnononanancnnnnnnnnnanncinnnnnnns ROQUE MONS ii a E E EA Your Account and Operators sss sees Install id ias AnswerChat ButtON ccccccconnncccccnncnnoninanancnnnnnnnanananancn nono nana nana n cn canoa nana cnn caninas CHAPTER 2 AnswerChat Operator aci decsecteseedees eosbdennes Soteaeccesidavedceteeeevedsivestisetewexeuetee Web Data Scree Naipenda puneau eg aa eee ee E ad aa nevi hooters Operator Chat WINdOW sese ee eee CHAPTER 3 AnswerGhat Setungs e eaea soane eean a eae tenia ieis Eein haas Account Settings fiance ei H AE eee Operator NaMe te et aeiia we at ites it eet eekly Initial Greeting ii eA ei tat Mn dole he tet a ee de Email Signature 22 cian tds tiation da Available TIMES ciao ara te cities hte CHAPTER 4 Website Stats id Paga alicia a A ai ati fv a elie VISO Stadt at te a mast Sta ta aml T Chapter Introduction nswerChat is a complete Customer Relations Management CRM tool With AnswerChat when a customer visits your website they c2. Services shall be considered part of the SOFTWARE PRODUCT and subject to the terms and conditions of this EULA With respect to technical information you provide to Alpha Media Inc as part of the Support Services Alpha Media Inc may use such information for its business purposes including for product support and development Alpha Media Inc will not utilize such technical information in a form that personally identifies you without your permission Compliance with Applicable Laws You must comply with all applicable laws regarding use of the SOFTWARE PRODUCT 3 TERMINATION Without prejudice to any other rights Alpha Media Inc may terminate this EULA if you fail to comply with the terms and conditions of this EULA In such event you must destroy all copies of the SOFTWARE PRODUCT 4 COPYRIGHT All title including but not limited to copyrights in and to the SOFTWARE PRODUCT and any copies thereof are owned by Alpha Media Inc or its suppliers All title and intellectual property rights in and to the content which may be accessed through use of the SOFTWARE PRODUCT is the property of the respective content owner and may be protected by applicable copyright or other intellectual property laws and treaties This EULA grants you no rights to use such content All rights not expressly granted are reserved by Alpha Media Inc 5 U S GOVERNMENT RESTRICTED RIGHTS The SOFTWARE PRODUCT is provided with RESTRICTED RIGHTS Use duplication or
3. and Account click on the create account button below Operator Name Password I Save Password P Automatically sign on when AnswerChat is loaded Create a New AnswerChat Account AnswerChat button The final step involved in setting up AnswerChat is to place an AnswerChat button on your website The AnswerChat button can be placed on as many pages as you would like and can be customized to fit your website To add the button to your website you need to place some HTML code on the page s of your site To get this HTML code all you need to do is click the right mouse button on the AnswerChat icon in the system tray and then select Add AnswerChat Button Your browser will then open up and display the text for the AnswerChat button Simply copy and paste this code on your website page s where desired Chapter AnswerChat Operator nswerChat does a lot more then just letting you chat with visitors to your website One of AnswerChat s main features is the Web Data window This window will let you see who is currently on your site what page they are looking at what pages they have already visited what site referred them to your site and much mote Web Data Window To open up the Web Data window you can either click the right mouse button on the AC icon in the system tray and select AnswerChat Live Web Info or just click the left mouse button on the AnswerChat icon This window displays a number of different thing
4. computers so people in your office can accept calls Plus there are the web stats and logs The way AnswerChat works is when someone visiting your website sees the AnswerChat button they can instantly see if someone is available to help them They can tell this because the AnswerChat button automatically changes on your site depending on whether or not operators are available to accept calls When someone clicks on the AnswerChat button and makes a request to chat with an operator AnswerChat then finds an operator to accept the call To do this AnswerChat first calls either the operator that you have with the highest priority or the operator who is next inline to chat with someone This depends on the way you have AnswerChat setup If an operator does not respond to a request to chat within 15 seconds it then skips that request and forwards it to the next available operator It does this until either an operator accepts the chat or if no operators accept the chat it then sends that person an email form to easily send there question by email Requirements The following requirements must be on each computer that you install the AnswerChat software on e Your operating system must be Windows 95 98 Me or NT 2000 XP e You must have some type of Internet connection e 32 Megs of Ram e Pentium I Processor or Higher Your Account and Operators With AnswerChat you need to have one account setup for each website you would like to use AnswerChat with Withi
5. ease and quickness of use of AnswerChat Quick Links you can create your own list of links URL s that you commonly use to push to people you are chatting with Quick Messages gives you the ability to easily and quickly send common text that you often use Away Messages this is the message that is displayed when a person clicks on the AnswerChat button but no Operator is available to chat gt General these your common account settings like email address phone fax etc Operators this is the list of Operators who can except chats inside of an account Display this page lets you customize how AnswerChat looks on your site You can change the AnswerChat button and the color of the chat window to match the rest of your site IP Blocking if you want to block specific computer addresses from being able to chat with people in your office you can do so on this page if you know their computers IP address d e d e Operator Name If you would like to display a different name then your Operator name while chatting you can do so by changing the display name field in your Operator settings Initial Greeting The initial greeting is the first line of text that gets sent once a chat is accepted This text can be anything you would like The default greeting is set to Welcome my name is name how may I help your In the greeting where it says H name that gets replaced by whatever name you
6. have in the Operator name field Email Signature AnswerChat automatically sends out a transcript of all of the email conversations to the visitor you are chatting with if they entered their email address in the start chatting form At the bottom of this email you can customize the signature that will appear by changing the email signature field The signature can be any length By default the signature is your name company name and email address Available Times AnswerChat can automatically enable and disable itself at anytime that you would like By default AnswerChat is set to always stay on But for example if your companies work hours are from 9 5 then you can setup AnswerChat to automatically turn itself on every Monday through Friday from 9am 5pm and stay shut off all day on Saturday and Sunday What this allows you to do is have AnswerChat running on your computer at all times but chat requests will not pop up on your screen while you are not in the office These dates and times can all be customized to your particular work schedule You can also manual enable and disable AnswerChat at anytime of the day from the AC icon in the system tray To do this just click the right mouse button on the AC icon and select Enable or Disable My AnswerChat This give you the option to shut off chat requests on your computer if you are in a meeting are just do not want to be bothered at a particular time Chapter Website Stats nswerChat keep
7. ANSWERCHAT from ALPHA MEDIA Alpha Media Inc AnswerChat Version 1 User Manual Alpha Media Inc 42 Central Drive Farmingdale NY 11735 1202 Phone 631 777 5500 Fax 631 777 5599 Copyright 2001 2007 Alpha Media Inc All Rights Reserved Revision 3 03 30 2007 LICENSE AGREEMENT ALPHA MEDIA INC AnswerChat ALL VERSIONS AND SOFTWARE RELATED COMPONENTS END USER LICENSE AGREEMENT FOR ALPHA MEDIA INC SOFTWARE IMPORTANT READ CAREFULLY This Alpha Media Inc End User License Agreement EULA is a legal agreement between you either an individual or a single entity and Alpha Media Inc Corporation for the Alpha Media Inc software product s identified above which may include associated software components media printed materials and online or electronic documentation SOFTWARE PRODUCT By installing copying or otherwise using the SOFTWARE PRODUCT you agree to be bound by the terms of this EULA If you do not agree to the terms of this EULA do not install or use the SOFTWARE PRODUCT The SOFTWARE PRODUCT is protected by copyright laws and international copyright treaties as well as other intellectual property laws and treaties The SOFTWARE PRODUCT is licensed not sold 1 GRANT OF LICENSE The SOFTWARE PRODUCT is licensed as follows Installation and Use Alpha Media Inc grants you the right to install and use copies of the SOFTWARE PRODUCT on your computers running validly licensed copies of t
8. TS THE CUSTOMER S NEEDS AND PERFORMS TO THE CUSTOMERS 100 SATISFACTION IF IN ANY WAY THE SOFTWARE IS UNSATISFACTORY OR IS NON FUNCTIONING THE CUSTOMER SHALL NOT REGISTER OR PAY FOR THE SOFTWARE ONCE THE CUSTOMER REGISTERS OR PAYS FOR THE SOFTWARE THE CUSTOMER HAS ACCEPTED THE SOFTWARE AS IS AND WILL NOT BE ENTITLED TO ANY REFUND OR COMPENSATION OF ANY KIND 8 LIMITATION OF LIABILITY To the maximum extent permitted by applicable law in no event shall Alpha Media Inc or its suppliers be liable for any special incidental indirect or consequential damages whatsoever including without limitation damages for loss of business profits business interruption loss of business information or any other pecuniary loss arising out of the use of or inability to use the SOFTWARE PRODUCT or the provision of or failure to provide Support Services even if Alpha Media Inc has been advised of the possibility of such damages In any case Alpha Media Inc s entire liability under any provision of this EULA shall be limited to the replacement of any registered software that has been determined by Alpha Media Inc to be defective Because some states and jurisdictions do not allow the exclusion or limitation of liability the above limitation may not apply to you 9 MISCELLANEOUS This EULA is governed by the laws of the State of New York U S A Should you have any questions concerning this EULA or if you desire to contact Alpha Media Inc for any reason
9. an instantly see if someone is available to chat with them And all they need to do to chat with you is click on the AnswerChat button on your website They do not need to install any software or to download anything new They just need to have a browser with Java enabled Plus if no one is available to chat with your customer they will automatically be sent an email form to easily contact you AnswerChat gives your entire office network the ability to easily except chat requests from any location on your website When someone wants to chat with you a new window will open up on your computer telling you the persons name email address if entered and what page they are on You can then accept the call send the call to another operator or send the visitor to an email form With AnswerChat you can also track the movement of visitors to your website and instantly see when you have new visitors and what pages they are looking at Plus logs are kept for all of the traffic on your site so you can get reports of all of the daily activity on your site How AnswerChat Works With AnswerChat there are three different parts to the software There is the AnswerChat chat window which is used by your customers through their browser The chat window is a Java applet which can be used on any platform through any browser that is Java enabled There is the Operator client that can runs on any 32bit Windows operating system This is what gets installed on your
10. chat window consists of a number of different features The main part of the window is the chat box portion plus Y eo Quick Links you can create your own list of links URL s that you commonly use to push to people you ate chatting with Quick Messages gives you the ability to easily and quickly send common text that you often use Guest Info this gives detailed information about the person you are chatting with like their name email address the last time they visited the last time they chatted with you who they chatted with the current page they are on the referrer for that page and what browser they are using Site Movement this gives a list of all of the pages that the person you are chatting with has recently visited and what pages referred them Push Pages enables you to easily send any type of file that you can view through a browser to the person you are chatting with Chapter AnswerChat Settings nswerChat has a wide variety of settings allowing you to customize it for your company s best operation You can customize all of your account and operator settings by doing one of the following either click the right mouse button on the AnswerChat icon in the system tray and select Settings or go to www AnswerChat com and click on the Your Account button Account Settings Each of the following settings can be customized to however you would like These settings are used to improve the
11. disclosure by the Government is subject to restrictions as set forth in subparagraph c 1 ii of the Rights in Technical Data and Computer Software clause at DFARS 252 227 7013 or subparagraphs c 1 and 2 of the Commercial Computer Software Restricted Rights at 48 CFR 52 227 19 as applicable Manufacturer is Alpha Media Inc 42 Central Drive Farmingdale NY 11735 1202 6 EXPORT RESTRICTIONS You agree that you will not export or re export the SOFTWARE PRODUCT to any country person entity or end user subject to U S A export restrictions Restricted countries currently include but are not necessarily limited to Cuba Iran Iraq Libya North Korea Sudan and Syria You warrant and represent that neither the U S A Bureau of Export Administration nor any other federal agency has suspended revoked or denied your export privileges 7 NOWARRANTIES Alpha Media Inc expressly disclaims any warranty for the SOFTWARE PRODUCT THE SOFTWARE PRODUCT AND ANY RELATED DOCUMENTATION IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OR MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT THE ENTIRE RISK ARISING OUT OF USE OR PERFORMANCE OF THE SOFTWARE PRODUCT REMAINS WITH YOU THIS SOFTWARE IS DISTRIBUTED ON A FREE 15 DAY TRIAL BASIS IT IS THE CUSTOMER S RESPONSIBILITY TO FULLY USE AND TEST THIS SOFTWARE BEFORE PURCHASING TO DETERMINE IF THE SOFTWARE MEE
12. he operating system for which the SOFTWARE PRODUCT was designed e g Windows r 95 Windows r 98 Windows NT r Backup Copies You may also make copies of the SOFTWARE PRODUCT as may be necessary for backup and archival purposes Components Certain software components of the SOFTWARE PRODUCT are subject to the following additional provisions 2 DESCRIPTION OF OTHER RIGHTS AND LIMITATIONS Maintenance of Copyright Notices You must not remove or alter any copyright notices on all copies of the SOFTWARE PRODUCT Distribution You may not distribute copies of the SOFTWARE PRODUCT to third parties Prohibition on Reverse Engineering Decompilation and Disassembly You may not reverse engineer decompile or disassemble the SOFTWARE PRODUCT except and only to the extent that such activity is expressly permitted by applicable law notwithstanding this limitation Rental You may not rent lease or lend the SOFTWARE PRODUCT Transfer You may permanently transfer all of your rights under this EULA provided the recipient agrees to the terms of this EULA Support Services Alpha Media Inc may provide you with support services related to the SOFTWARE PRODUCT Support Services Use of Support Services is governed by the Alpha Media Inc polices and programs described in the user manual in on line documentation and or other Alpha Media Inc provided materials Any supplemental software code provided to you as part of the Support
13. n an account you can add as many Operators as you would like Each person in your office who wants to use AnswerChat needs to have his or her own individual Operator name If you have not created an account and at least one Operator you can do so on our website at http www AnswerChat com download htm Installation If you have not already downloaded the most recent version of the AnswerChat installation you can do so by going to http www AnswerChat com download htm The installation file needs to be run on each computer that you want to use the AnswerChat with First close any windows or applications that you may have open Then startup the installation program by double clicking on the installation file for example ac100 exe that you downloaded from our website or got on a CD ROM After installation is complete you may need to restart the computer for all the new settings to take affect When the computer is done rebooting after the installation the AnswerChat login screen will open up automatically Enter your Operator name and password and then click the Sign On button to start using AnswerChat Once you are logged in you will see the AnswerChat icon in the Windows System Tray next to the clock and you can now start accepting chat requests AnswerChat Login Screen AnswerChat v1 03 Sign On x ANSWERGHAT To sign on please enter your Operator Name and Password If you do not have an AnswerChat Operator Name
14. s Which Operators are currently logged in Who is currently browsing your site Chat conversations that are open and who is chatting Selected Guest Info Site Movement for a selected guest d e d e te e x e te e Operator Chat Window When someone makes a request to chat the following typical window will open up on the Operators computer ANSWER CHAT Would you like to accept a call from Keith Maurine This person is currently on the following page http www pinknotesplus com Yes start chatting now No send chat to the next operator No let user fill out email form This chat will transfer to the next operator in 13 sec Stop Timer A ringing sound will play and the Operator now has three options He or she can accept the chat send the chat to the next available Operator or send the visitor to an email form if it is not convenient to chat at this time If one of those three options is not selected within 15 seconds AnswerChat will automatically send that chat to the next available Operator If no other Operators are available then the person will be sent to the email form Once the Operator chooses to accept the chat request a new chat window will open up and the chat session may begin A welcome text greeting will be automatically sent to the visitor as soon as the chat session begins By default the welcome message will say Welcome my name is how may I help your That
15. s track of everyone you chat with and all of the pages that are viewed on your site To view these visitor logs you can do either one of the following Click the right mouse button on the AnswerChat icon in the system tray and then select Your Website Stats or go to www AnswerChat com and click on the Your Account button to login and then select the website stats link Page Stats Whenever you go to look at your websites stats it defaults to the current stats for that day These stats are instantly updated whenever you refresh this page You can also view stats for previous days by using the pull down box at the top of that screen and selecting the appropriate date The stats for your websites are displayed as follows Real Pages Viewed this is equal to the number of total pages viewed minus any pages thay you may have viewed through your browser Total Pages Viewed Number of Unique Users Users who visited only one page Users who viewed more than one page Top 10 Requested Pages Top 10 Referring Pages d e d e d e e e d e 7 eo Visitors The Visitors page gives a list of each person that anyone in your company has chatted It keeps track of all of the following customer info Name Email address Last chat date Account Chatted with IP Host address e e d 10 d e Y eo d e d e 10
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