WebsiteChat.netManual

Version: 10.7Date: 2012-06-17 14:41:49

1. Introduction ..................................................................................... 4General ......................................................................................... 4Requirements ...................................................................................... 4Intended Audience .................................................................................. 4Conventions ....................................................................................... 4Key concepts ...................................................................................... 5

Chat Button ...................................................................................... 5Chat Window ..................................................................................... 5Chat Operator application ............................................................................... 5Control Panel ..................................................................................... 5

2. Quick Start ...................................................................................... 6Login ........................................................................................... 6User Interface overview ............................................................................... 6Install Chat Operator application .......................................................................... 7Obtain HTML code for your Live Chat button .................................................................. 7Paste HTML code into your web page ...................................................................... 8Test Live Chat session ................................................................................ 8

3. My Account ..................................................................................... 9Profile ........................................................................................... 9Payments ........................................................................................ 9

Invoices ....................................................................................... 10Saved Credit Cards ................................................................................. 11

Chat Window ..................................................................................... 12General Settings ................................................................................... 12Custom graphics .................................................................................. 13Welcome screen ................................................................................... 14Off-line message .................................................................................. 15Automatic chat invitations .............................................................................. 16

Chat Buttons ..................................................................................... 17Standard Buttons .................................................................................. 17Custom Buttons ................................................................................... 17Button Language .................................................................................. 18Custom variables .................................................................................. 18

4. Chat Operators ................................................................................. 19Add Operator ..................................................................................... 19Edit Chat Operator ................................................................................. 20Delete operator .................................................................................... 20Canned responses ................................................................................. 20Departments ..................................................................................... 21Off-line messages .................................................................................. 21URL routing ...................................................................................... 22Chat between Operators .............................................................................. 23Chat transfer ..................................................................................... 24

5. Chats History ................................................................................... 25Delete chat session ................................................................................. 25Export chat sessions ................................................................................ 25View chat transcript ................................................................................. 26Filters .......................................................................................... 26View visitor location ................................................................................. 26View visitor IP address details .......................................................................... 26Block visitor IP address .............................................................................. 26Visit referral page .................................................................................. 26

6. Visitors Tracking ................................................................................ 277. Chat Operator software ........................................................................... 28

Browser based application ............................................................................. 28Standalone software ................................................................................ 29

Install ......................................................................................... 29Windows ...................................................................................... 29Ubuntu Linux .................................................................................... 30

Login ......................................................................................... 31Idle status ...................................................................................... 32Other IM Networks ................................................................................. 32Troubleshooting ................................................................................... 33

Android application ................................................................................. 35Install ......................................................................................... 35Login ......................................................................................... 36Answer chat request ................................................................................ 37Logout ........................................................................................ 38

8. Third party chat software .......................................................................... 39Pidgin .......................................................................................... 39X-Lite .......................................................................................... 40Adium (Mac only) .................................................................................. 41Bria Android ...................................................................................... 42

Bria iPhone ...................................................................................... 44Bria iPad ........................................................................................ 45

9. Getting Help .................................................................................... 46Submit ticket ..................................................................................... 46View your tickets ................................................................................... 46Reply to ticket .................................................................................... 47Remote Support ................................................................................... 48

1. Introduction

General

WebsiteChat.net is a complete live chat solution. It allows your website visitors to chat with your support or sales representatives in areal time and have their questions answered instantly. Live chat helps to reduce your operating costs and increase sales and customersatisfaction.

Requirements

The visitor chat window and your control panel are browser-based. The following are recommended:

Internet Explorer 7+Mozilla Firefox 3.6+Google ChromeOpera 9+Safari 4+

Web control panel is optimized for a screen resolution of minimum 1024 x 786 pixels.

Chat Operator application requires one of the following operating systems:

Microsoft Windows XPMicrosoft Windows VistaMicrosoft Windows 7LinuxApple OSX

Intended Audience

This guide is intended for personnel involved in operating live chat platform. Readers of this guide should possess the followingrecommended knowledge and skill sets:

Basic computer skillsFamiliarity with HTML code syntax

Conventions

In this manual, you will find a number of styles of text that distinguish between different kinds of information. Here are some examples ofthese styles, and an explanation of their meaning.

style meaning

www.example.com/login Text you need to type into a program.

email field (1) Field shown in a figure. Forexample:

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Key concepts

Chat Button

A piece of HTML code to present a chat button image on your website. It will be generated automatically for you. All you need to do iscopy and paste it into your web pages. Once clicked by your website visitor, it will open a chat window and allow for a live conversationwith one of your chat operators.

Chat Window

This is a dedicated web browser window which opens after your website visitor clicks Live Chat button. Once the chat session isestablished messages are exchanged between Chat Window (website visitor) and Chat Operator application (Company support team).

Chat Operator application

A stand alone application which needs to be installed on chat operator PCs. It will automatically notify via a pop up window about everychat request from your website. It allows for real time communication between your websites visitors and your company support or salesteam.

Control Panel

This is a web based application which allows to create new chat operator accounts, customize your chat buttons and obtain records ofall your chat sessions.

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2. Quick Start

Login

Figure 2.1 Login form.

To login into the control panel navigate your web browser to http://websitechat.net/login and enter your email address into field (1) andpassword into filed (2). Optionally you can select "Remember me on this computer" checkbox (3) to have your email address saved.Finally click Login button (4).

User Interface overview

Figure 2.2 Control Panel.

1. My Account panel - here you can edit your company profile, view and print invoices, save credit card details and obtain HTMLcode for your chat buttons.

2. Chat Operators panel - here you can add or edit chat operator accounts.3. Main Tabs - here you can view history of all chat sessions and track your visitors in real time.4. Support Centre panel - this panel gives you access to context sensitive help. Also here you can submit tickets to our support

team.5. Toolbar - here you can delete chat session and manage advanced settings (eg. blocked IP addresses)6. Footer section - here you will find various links, including the one do download Chat Operator application.7. Logout button - every time you want to close your session in control panel click this button.

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Install Chat Operator application

This application needs to be installed on every PC you want to use for receiving chat requests from your website visitors. To install ChatOperator application follow steps below:

1. Click Download Chat Operator application link in the bottom part of your control panel. See footer section (5) in figure 2.2.2. Select your operating system.

Figure 2.3 Chat Operator application download window.

1. Save and install Chat Operator application on your PC. See chapter "Chat Operator application" for detailed instructions.2. Start Chat Operator application, log in with your email address and password. Make sure there is a green dot in your task bar,

indicating Chat Operator application is working correctly.

Obtain HTML code for your Live Chat button

Figure 2.4 Chat buttons window.

1. Click link in My Account panel. See panel (1) in figure 2.2.2. In Chat Buttons window you can select one of our ready made buttons, or upload your own button using Custom buttons (2)

tab. See chapter "Custom buttons" for detailed instructions how to upload your custom graphics.3. Once you decided which button suits your websites design, select and copy it's HTML code (1) into a clipboard.

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Paste HTML code into your web page

Figure 2.5 Text editor with HTML code.

1. Open HTML code of your web page in a text editor.2. Paste Live Chat button code (1) into your web page.

Test Live Chat session

Figure 2.6 Live chat session.

1. Click Live Chat button (1) on your website.2. Enter your name and email address into a start form (2) and click Start Chat button (3).3. Chat Operator application will indicate (4) a new chat request on the operator PC.4. You can start conversation by typing messages into a chat window (5).

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3. My Account

Figure 3.1 My Account panel.

Here you can manage your Company profile, payment options and obtain Live Chat button HTML code or customize your Chat Window.

Profile

Figure 3.2 Company profile window.

To change your Company address details, click link in My Account panel (see figure 4.1). Please make sure both your addressdetails, prefered currency and VAT number (applicable to European Union countries only) are correct, as this will be used to prepareyour invoices. Depending on your location and if VAT number is entered, the following VAT tax rules apply:

Current VAT rate applies to all UK customersEU Business with a VAT Number will not be charged VATEU Individuals/business without VAT number - UK VAT appliesCustomers outside EU, no VAT applies

Here you can also change your time zone, which will affect how dates and times are displayed in the Control Panel.

Payments

Figure 3.3 Payments menu.

To access your invoices or save Credit Card details click Payments link (1) in My account panel. See figure 3.3 above.

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Invoices

Figure 3.4 Orders and invoices window.

To view or print your invoices select link from Payments menu (see figure 3.3).

1. Details of your next payment can be found in You next bill tab.2. To view status of your orders click Invoices tab.3. To download an Invoice in PDF format click link (3).

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Saved Credit Cards

Figure 3.5 Saved Credit Cards window.

In order to pay for monthly subscription fees, you need to save details of at least one credit card, before your first invoice is due. Tosave credit card details, click link in Payments menu. Next fill all fields in the form (2) and click Save button (3). Ifyou no longer wish to use particular credit card for your payments, use delete button (4) to remove it from the system.

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Chat Window

Here you can customize look and behaviour of your Chat Window.

General Settings

Figure 3.6 General settings.

In this tab you can configure following settings:

1. You can select Chat Window languages using drop down list located in the top right corner of General settings tab. Note: ChatWindow language can be also configured dynamically by your website script. To switch language make your script change '/language/'string in the Chat Button HTML code as shown below:

[...]onclick="window.open('http://ssl7.net/chat/en/abc123abc123abc123/[...]

List of available language codes:

sq - Albanian ar - Arabic az - Azerbaijani eu - Basque be - Belarusian bg - Bulgarian ca - Catalan zh - Chinese hr - Croatian cs - Czech da - Danish nl - Dutch en - English et - Estonian fi - Finnish fr - French gl - Gallegan ka - Georgian de - German el - Greek he - Hebrew hi - Hindi hu - Hungarian is - Icelandic id - Indonesian ga - Irish it - Italian ja - Japanese ko - Korean lv - Latvian lt - Lithuanian mk - Macedonian ms - Malay mt - Maltese no - Norwegian fa - Persian pl - Polish pt - Portuguese ro - Romanian ru - Russian sr - Serbian sk - Slovak sl - Slovenian es - Spanish sv - Swedish th - Thai tr - Turkish uk - Ukrainian ur - Urdu vi - Vietnamese cy - Welsh yi - Yiddish

2. Incoming calls can be passed to one or more available operators:

Alert all Operators - Calls will be passed to all online operatorsAlert one Operator - Calls will be passed to the less loaded operator (by random)

3. Connection timeout - how long Visitor will be presented with "Connecting..." window before off-line message window is displayed.

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4. Maximum chats per agent - how many simultaneous chat sessions one agent can handle.

5. In single operator call distribution mode you can choose to automatically send "Canned response" - see chapter 4.1 - to your Visitorbefore Operator actually answers the call.

Custom graphics

Figure 3.7 Custom graphics.

Using this tab you can upload your own (1) Header image and (2) Sidebar image. Dimensions of your images will be resized torespectively 290x80px and 90x367px. Only one custom graphics slot can be active at the same time.

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Welcome screen

Figure 3.8 Welcome screen.

Here you can decide if your website visitors should enter their name and email address before Chat session begins. If check box (1) ischecked, before chat is routed to one of your Company operators, a welcome screen will display. If check box is unchecked chatsession begins immediately and your visitor name will appear as Guest. Welcome message can be customized in a field (2). You canalso enable or disable (and mark as required) Name and Email fields. To enable Department selection (5) drop down list, you need todefine at least two departments.

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Off-line message

Figure 3.9 Off-line message.

Here you can customize a message (1) displayed to your website visitors when there are no available Chat operators. You can alsochange message displayed after off-line message is submitted (2).

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Automatic chat invitations

Figure 3.10 Automatic chat invitations.

Here you can enable automatic chat invitations. When visitor stays on the same web page for a defined period of time an automatic chatinvitation pop up window will be displayed - see figure 3.9 above. To enabled automatic invitations:

NOTE: Visitors Tracking must be activated first - see chapter 6. Visitors Tracking for detailed instructions how to enable it.

1. Tick check box (1).2. Set number of seconds before invite screen is displayed (between 5 and 360 seconds).3. Enter your chat invitation message.4. Optionally you can upload your own image.

Please note: if a visitors clicks "No thanks" button, invitation window will not be displayed to this person any more.

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Chat Buttons

Here you can find HTML code for Live Chat buttons. To open Chat Buttons window click link in My Account panel.

Standard Buttons

Figure 3.11 Standard chat buttons.

Standard chat buttons are provided as a convenient way of adding Live Chat functionality to your website. To use one of our standardbuttons:

1. Click HTML code corresponding to your selected button in order to highlight it.2. Right click on highlighted HTML code (1) and select Copy from context menu (or press Ctrl+C key).3. Open your web page, where you want to add Live chat button, right click and select Paste (or press Ctrl+V key).

Custom Buttons

Figure 3.10 Custom chat buttons.

Our standard buttons may not always fit into the design of your website. Therefore we provide a way to upload your own graphic files (inGIF format) which can be used as Live Chat buttons on your web pages. In order to use this facility, you will need to prepare two GIFimages. One for "online" button, which will be displayed when at least one Chat Operator is available. Another one for "offline" button,which will be displayed when there are no available Chat Operators. To upload your custom button:

1. Click Custom buttons tab (1).2. Select online button file in field (2).

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3. Select offline button file in field (3).4. Click Add button (4). Your custom button HTML code will be generated instantly.

Button Language

You can select one of the following Chat Button languages using drop down list located in the bottom left corner of Chat Buttonswindow:

Albanian, Arabic, Azerbaijani, Basque, Belarusian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian,Finnish, French, Gallegan, Georgian, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Korean,Latvian, Lithuanian, Macedonian, Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak,Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Urdu, Vietnamese, Welsh and Yiddish.

Custom variables

You can pass custom variables to Chat Window by adding extra elements to HTML Chat Button code. The standard Chat Button codehas the following onclick attribute:

onclick="window.open('http://ssl7.net/chat/en/abcdef0123456789/'+document.location.href,'','height=400,width=300,menubar=no, location=no,resizable=yes,scrollbars=no,status=yes');"

You can add three custom variables separated by comma as shown below:

onclick="window.open('http://ssl7.net/chat/en/abcdef0123456789,name=Visitor+Name,email=visitor@email.com,operator=10002/'+document.location.href,'','height=400,width=300,menubar=no, location=no,resizable=yes,scrollbars=no,status=yes');"

This way you can pre-populate Visitor's name and email information that otherwise would be collected on Welcome Screen form. Alsoby specifying operator SIP username - (see Figure 4.3) you can bypass normal chat routing mechanism and direct Visitor to a specificoperator.

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4. Chat Operators

Figure 4.1 Chat Operators panel.

Here you can add new or edit existing Chat Operator accounts. Number of active Chat Operator accounts will determine amount of yourmonthly service fees.

Add Operator

Figure 4.2 Add Chat Operator window.

To add a new Chat Operator account:

1. Click Add button located in top right corner of Chat Operators panel.2. Fill in a form in Add operator window.

If you omit password and confirm password fields, a random password will be automatically generated.

You can assign one of two roles to a new operator:

Administrator - this operator will be able to fully manage all aspects of your Control Panel.Normal - this operator will not be able to:

add new user accountview other operator's chat sessionsview invoicesmanage save credit cards

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Edit Chat Operator

Figure 4.3 Chat Operator edit window.

To edit an existing Chat Operator account click on the gear icon next to the corresponding name in Chat Operators panel and select Edit profile from context menu - see Figure 4.4 below. This will open a window with a form, where you can update account details.

Also in this window you will find "SIP Info" details which are required to configure a third party Chat application.

Delete operator

Figure 4.4 Delete chat operator

To delete Chat Operator account click on the gear icon next to the corresponding name in Chat Operators panel and select Deletefrom the context menu - see Figure 4.4 above.

Canned responses

Figure 4.5 Canned responses

Canned responses can be stored, so instead of typing the same answer repeatedly or pasting from some other resource, the operator

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can insert a canned response triggered by a Short-cut Command. To save your canned responses please follow instructions below:

1. Click Add canned response button.2. Edit your canned response. The following variables can be used:

%VISITOR% - replaced with Visitor's name%OPERATOR% - replace with Operator's name

3. To send a canned response to your visitor type Short-cut command and press Enter key - see (3) in the figure 4.5 above.

Departments

Figure 4.6 Departments.

Here you can assign Operators to Departments which can be selected by your Visitors via "Choose Department" drop down list on your"Welcome Screen". To add a new department:

1. Type a name of the department.2. Drag and drop operators from the panel on the left.3. Click Add department button.

Off-line messages

Figure 4.7 Off-line messages window

Here you can define which operators should receive Off-line messages via email. To define your off-line messages rules:

1. Click on the gear icon located in top right corner of "Chat Operators" panel and select "Off-line messages" from the menu.2. Drag and drop (1) operators you want to receive off-line messages - see figure 4.7.3. Click "Update" button (2).

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From now on all off-line messages will be sent via email to selected Chat Operator(s).

URL routing

Figure 4.8 URL routing menu

By default chat request from all your websites where Live Chat button is embedded will be routed to all available Chat Operators. Insome cases you may want to direct chat requests from a specific website (or a web page) to a particular Operator (or group ofOperators). To define your "URL routing" rules click on the gear icon located in top right corner of "Chat Operators" panel, and select"URL routing" from the menu. See (1) in figure 4.4 above.

Figure 4.9 URL routing window

To define your URL routing rules:

1. Enter your website address into field (1).2. Drag and drop (2) operators you want to assign to this website.3. Click "Add routing" button (3).4. Tick 'Enable URL routing` checkbox.

From now on all requests from website specified in your routing rule will be directed only to selected Chat Operator(s).

Note: it is not possible to use Department routing and URL routing at the same time.

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Chat between Operators

Figure 4.10 Chat between Operators.

To start a chat with different Operator please follow instructions below.

When using standalone Chat Operator application:

1. Switch to Contacts tab.2. Select Operator from the list and click on Chat icon.

When using web browser based Chat Operator application:

1. Click on the gear icon next to the corresponding name in Chat Operators panel.2. select Start Chat from the context menu.

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Chat transfer

Figure 4.11 Chat transfer.

To transfer active chat session to a different Operator please follow instructions below:

1. Type the following command into your Chat Operator application: /t OperatorName where OperatorName is a name of theoperator your want to transfer to.

2. Transferee is notified about incoming chat transfer request and can accept it by typing to following command into Chat Operatorapplication /a

3. Chat sessions is transferred to a new Operator.

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5. Chats History

Figure 5.1 Chats grid.

Here you can view history of all chat sessions. Chats History grid includes the following information:

Date and time when chat session was started.Name of the visitor (as entered into chat start form - see (2) in figure 2.6).Email of the visitor (as entered into chat start form - see (2) in figure 2.6).Geographical location - Country and city.IP address of the visitor.Referrer page for this chat session. This is address of a web page, where your visitor clicked Live Chat button on your website.Name of Chat Operator who answered this chat request.Duration of the chat session.

Delete chat session

To delete chat session(s) click on a checkbox in the left column of the Chats History grid - see (1) in figure 5.1. Next click Deletebutton in the bottom toolbar (6).

To delete all history of your chat session click More actions button in bottom toolbar (6) and select Delete all from the menu.

Export chat sessions

To export history of your chat sessions to Excel spreadsheet click More actions button in bottom toolbar (6) and select Exportfrom the menu.

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View chat transcript

Figure 5.2 Chat transcription window.

To view chat transcript click icon in the Chats grid - see (2) in figure 5.1.

Filters

To filter your Chats History by a specific criteria, click on a column header - see (3) figure 5.1 - and enter desired filter value.

View visitor location

To view geographical location of your visitor on a map, click on the the link in Chats grid panel - see (4) figure 5.1. Users of the InternetExplorer web browser will have to confirm security warning.

View visitor IP address details

To view detailed report about your visitor's IP address, click on the IP address link in Chats grid panel - see (5) figure 5.1 - and select Who is? from the menu.

Block visitor IP address

To block IP address, click on the IP address link in Chats grid panel - see (5) figure 5.1 - and select Block from the menu. To view alist of blocked IP addresses click icon in the bottom toolbar and select Blocked IPs from the menu. To unblock an IP address clickon the left column in Blocked IP addresses window and select Unblock from the menu.

Visit referral page

To open referral page click on the link in Referrer column.

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6. Visitors Tracking

To access real time Visitors Tracking click second tab in the main panel. Once this feature is activated, you will be able to see in a realtime who is visiting your website, where your visitors are coming from and which pages do they visit.

Figure 6.1 Visitors tracking.

To enable Visitors tracking:

1. Click Settings button (1) in the top right corner of Visitors tracking tab.2. In Visitors tracking window enter your website name into field (2).3. Enter your main URL into field (3).4. If you use more than one URL for the same website, enter additional URLs into field (4).5. Click Update button (5) to generate JavaScript code.6. You will need to copy and past the JavaScript code at the bottom of every page of your website, just before </body> tag. If your

site has a dynamic content you can use a common include or a template.

You can generate JavaScript tracking code for up to 15 different websites.

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7. Chat Operator software

Chat Operator application allows for answering chat requests from your website visitors. Standalone Chat software needs to be installedand running in the background on every PC, which you want to use for answering live chats. You can also use any PC and web browserbased Operator application available in Customer Portal at http://websitechat.net/login

Browser based application

Figure 7.1 Browser based Chat Operator Application.

Browser based Chat Operator application is available via Customer Portal. When a new chat request is received Chat Operator Windowpop-ups automatically generating notification sound.

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Standalone software

Standalone Chat Operator application can be installed on a PC to answer chat requests without a web browser. It can be downloadedfrom:

Home page of our website at http://websitechat.netDownload page of our website at http://websitechat.net/en/downloadIn the Control Panel - by clicking "Download Chat operator application" link in the footer section - see (5) figure 2.2.

Install

Windows

To install Chat Operator application of Microsoft Windows follow steps below:

1. Locate and double click WebsiteChat-net-setup.exe icon to start set up program.

2. Follow set up wizard.

Figure 7.2 Chat Operator Application installation wizard.

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Ubuntu Linux

Figure 7.3 Linux set up package.

To install Chat Operator application of Linux follow the steps below:

1. Double click WebsiteChat-net icon to start set up program.

2. Click "Install Package" button.

3. To start Chat Operator application select "Applications" => "Internet" => "WebsiteChat-net"

Figure 7.4 Linux Chat Operator program.

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Login

Figure 7.5 Chat Operator Application login screen.

To change your Live Chat button status to "online" you need to login into Chat Operator application with your email and password (thesame you use for web Control Panel). Enter your email address into field (1) and password into field (2). Click Connect button (3)and verify there is a green icon in your taskbar which indicates the application is running correctly - see Figure 7.4 below.

Figure 7.6 Chat Operator Application - status icon.

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Idle status

By default Chat Operator application will switch to "idle" status after 2 minutes of inactivity. This will also result in Live Chat buttonshowing "off-line" on your website if there are no more active operators left. To modify idle time-out value:

Figure 7.7 Idle status time-out

1. Click Tools => Configuration... menu - see (1) figure 6.4 above.2. Enter desired value of time-out into field (2)3. Click Save button (3) in main configuration window.

Other IM Networks

To connect Chat Operator application to other Instant Messaging network (MSN, AIM, ICQ, Yahoo, GoogleTalk or Jabber) follow stepsbelow:

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Figure 7.8 Other Instant Messaging networks

1. Click Tools => Configuration... menu - see (1) figure 6.5 above.2. Select Accounts tab (2), click Add button (3) and select your Instant Messaging network from the drop down list.3. Enter your login details into fields (4) and (5) and click Save button (6).4. Click Save button (7) in main configuration window.

After few seconds Chat Operator application will connect to your Instant Messaging network and list of your buddies will appear in thecontacts panel.

Troubleshooting

Below is a listing of commonly asked questions and answers and basic troubleshooting steps for Chat Operator application.

1. "Wrong email/password entered" message displayed when I try to login.

Make sure the email address and password is the same you use to login into a Control Panel at http://websitechat.net/login. Ifyou forgot your password, go to http://websitechat.net/recover-password and we will send a new password to your emailaddress.

2. "Connection error" message displayed when I try to login.

Some ISPs (Internet Service Providers) block UDP port 5566 which is required for our Chat Application to work. To check if yourPC can successfully connect to our network:

Download our test tool from http://websitechat.net/downloads/Windows/Test5566.exe to your PC and run it.

After a few seconds you will see one of the windows shown below:

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Figure 7.9 Network test - success.

Your PC can successfully connect to WebsiteChat.net network.

Figure 7.10 Network test - failure.

Your PC can't establish connection with WebsiteChat.net - most likely your ISP or local firewall is blocking UDP port 5060 (SIP).

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Android application

Android Chat operator application allows you to answer chat requests when away from a PC using your Android device.

Please note: this application will run in a background at all times (unless you log out - see below) and periodically communicate with ourservers. This will use up to 24MB per month of your data transfer allowance.

Install

Figure 7.11 Install Android application.

To install the application please start Market (1) application and search (2) for WebsiteChat.net (alternatively you can follow the linkfrom http://websitechat.net/en/download page). Next click "Install" button and wait until application is downloaded and installed on yourdevice.

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Login

Figure 7.12 Login into Android operator application.

To login please enter your email address into field (1) and password into field (2). Press Login button (3) and verify there is an icon (4) in your notification bar which indicates the application is running and connected to our network. Once the icon is showing, you canpress "Home" (5) button on your device. The application will continue to run in the background and notify you with a sound andvibration on incoming chat request.

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Answer chat request

Figure 7.13 Answering chat requests.

Your Android device will notify you with a sound and vibration on incoming chat request. Name and the email address of your Visitor willbe displayed in the notification area (1). To answer expand notification panel and select (2) chat session from the list. Start typingyour replies into field (3) and press "Send" button.

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Logout

Figure 7.14 Logout from Android chat application.

To logout switch to "Dial" tab (1), press "Menu" (2) button on your device and finally select "Logout" (3) from the menu.

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8. Third party chat software

Figure 8.1 SIP account details.

Below you will find instructions how to configure popular Instant Messaging clients with WebsiteChat.net service. Before you begin youwill need to obtain your SIP account details:

1. Click gear icon in Chat Operators panel and select Edit Profile from the menu.2. Select SIP Info tab.

Use SIP username, password and domain as shown in Figure 8.1 above to configure SIP Instant Messaging client.

Pidgin

In order to set up Pidgin with WebsiteChat.net, download installation package from http://www.pidgin.im and follow instruction below:

Figure 8.1 Pidgin account set up.

1. Open Manage Account (1) => Add... window.2. Select SIMPLE protocol in drop down list (2).3. Enter your SIP username as shown in SIP Info panel - see Figure 4.3.4. Enter SIP domain into field (4).

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5. Enter your SIP password into field (5).6. Tick Remember password check box (6).7. Enter your name into field (7).8. Switch to Advanced tab, and make sure Publish status check box (8) is ticked.9. Enter 5060 into field (9).

10. Select Use UDP check box (10).11. Click OK button. Pidgin will now connect to our servers.

X-Lite

In order to set up X-Lite with WebsiteChat.net, download installation package from http://www.counterpath.com website and followinstruction below:

Figure 8.2 X-Lite account set up.

1. Right click on X-Lite screen.2. Select SIP Account Settings... option (2) from context menu.3. Click Add... button (3) in SIP Accounts window.4. Enter your name into field (4).5. Enter your SIP Username from SIP Info panel - see Figure 4.3 - into field (5).6. Enter your SIP Password into field (6).7. Enter your SIP Username into field (7).8. Enter SIP domain into field (8).9. Switch to Presence tab (9).

10. Select Presence Agent from drop down list (10).11. Click OK button and X-Lite will connect to our servers.

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Adium (Mac only)

In order to set up Adium with WebsiteChat.net, download installation package from http://adium.im/ website and follow instruction below:

Figure 8.3 Adium account set up.

1. Login into Customer Portal at http://websitechat.net/login click and click on the gear icon next to Operator's name in ChatOperators panel and select Edit profile from the context menu.

2. Switch to SIP Info tab - here you will find SIP Username, Password and Domain (Server) required in next steps.3. Start Adium and select Preferences... from the main menu.4. Add new account of SIP / SIMPLE type.5. Enter your User Name in the following format: SIP Username @ SIP domain as shown in SIP Info tab - see (2) in the

figure 8.3 above.6. Enter SIP domain into Server field.7. Enter your SIP Password into Password field.8. Switch to Options tab.9. Tick Publish Status to Everyone checkbox.

10. Click OK button.

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Bria Android

In order to set up Bria Android with WebsiteChat.net, download installation package from https://play.google.com/store/apps/details?id=com.bria.voip and follow instruction below:

Figure 8.4 Bria Android set up.

1. Click More in the bottom toolbar.2. Select Premium Features from the menu.3. Purchase Presence and Messaging feature.4. Select Account menu.5. Tap on Add Account button.6. Select Generic from the menu.7. Enter WebsiteChat.net as Account Name.8. Enter your SIP Username into fields (8).9. Enter your SIP Password into field (9).

10. Enter SIP domain into field (10).11. Enable IM and Presence.

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Figure 8.5 Bria Android chat session.

Perform a test chat session:

1. Ensure you are within a data network coverage and there is Bria icon in top left corner of your device (1).2. Click on the Live Chat button on your website. Once notification is received on your Android device, tap Chat Session (2).3. Type your reply into field (3).

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Bria iPhone

In order to set up Bria iPhone with WebsiteChat.net, download installation package from http://itunes.apple.com/app/bria-iphone-edition/id373968636 and follow instruction below:

Figure 8.6 Bria iPhone set up.

1. Select Premium Features from the menu.2. Purchase Presence and Messaging feature.3. Select Accounts menu.4. Tap plus button to add account.5. Select SIP - Making Calls from the menu.6. Enter WebsiteChat.net as Account Name.7. Enter your SIP Username into fields (7).8. Enter your SIP Password into field (8).9. Enter SIP domain into field (9).

10. Select Account Specific Features menu.11. Switch Enable IMPS to ON.12. Tap Register button.

After a short while you iPhone will register with WebsiteChat.net and you will be able to receive chats from your visitors.

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Bria iPad

In order to set up Bria iPad with WebsiteChat.net, download installation package from http://itunes.apple.com/app/bria-ipad-edition-mobile-voip/id440744818 and follow instruction below:

Figure 8.7 Bria iPad set up.

1. Select Premium Features from the menu.2. Purchase Presence and Messaging feature.3. Select Accounts menu.4. Tap plus button to add account.5. Select SIP - Making Calls from the menu.6. Enter WebsiteChat.net as Account Name.7. Enter your SIP Username into fields (7).8. Enter your SIP Password into field (8).9. Enter SIP domain into field (9).

10. Select Account Specific Features menu.11. Switch Enable IMPS to ON.12. Tap Register button.

After a short while you iPad will register with WebsiteChat.net and you will be able to receive chats from your visitors.

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9. Getting Help

Figure 9.1 Help panel.

Submit ticket

Figure 9.2 Submit support ticket window.

To submit a ticket click "Submit ticket" button located in Help panel - see figure 9.1. Next select your ticket type, from the drop down list (1) and enter details of your problem into text area (2). Finally click Submit button (3).

View your tickets

Figure 9.3 Your tickets window.

To view your tickets click gear icon located in top right corner of Help panel. Next select from the context menu. Toview history of all messages, click ticket ID link (1).

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Reply to ticket

Figure 9.4 Ticket reply window.

To post a new message click Reply link - see (2) in figure 8.3. Next enter content of your reply into text area (1) and click Reply button(1). Once you are satisfied with the solution provided by support team, you can close your ticket by clicking Close link - see (3) infigure 9.3 above.

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Remote Support

Figure 9.5 Remote Support application.

In some cases a support engineer may need to establish a remote connection with your computer in order to conduct furtherinvestigation or troubleshooting of the problem. To allow for that please:

1. Download and run our remote support program using a link provided by a member of our support team.2. Copy and paste session ID - see (2) in figure 9.5 above into Support Ticket.3. Copy and paste password (3) into Support Ticket.4. Click Reply button (4).

After a short while an engineer will establish a connection with your PC.

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