InstantChat

InstantChat provides a complete live chat support solution fully integrated with InstantVoice’s other capabilities. With the same quality of reporting and queue controls.

Installation

First, enable the instantchat extension in Local/Extensions.

The chat server can be hosted in a separate server or in any of the existing bricks. To define this, go to the localadmin interface Local/Brick Type.

For a separate server define it’s type as ChatServer. If you wish to use and existing brick simply mark the desired brick’s Chat Server checkbox.

Note

There can be only one chat server per installation.

Licensing

Chat licenses are different than voice licenses in the way they work. While voice licenses limit the amount of logged in agents, chat licenses limit the amount of active chats. Example: If you have 5 chat licenses and 7 customers entered the queue, the first 5 will be routed do agents and the last 2 will wait on queue even if there are available agents logged in.

The installation follows the same steps presented in the Getting Started.

Important URLs

The url to log in directly to InstantChat ( as oposed to the recommended way through WebAgent ) is:

http://<chatserver>/chat/index.php/site_admin

The url for a popup to be presented for customers to join a chat is:

http://<chatserver>/chat/index.php/<eng/por>/chat/startchat/
or
http://<chatserver>/chat/index.php/<eng/por>/chat/startchat/(department)/<queue_id>

To display a floating chat sign in the bottom right corner:

<script type="text/javascript">
var LHCChatOptions = {};
LHCChatOptions.opt = {widget_height:340,widget_width:300,popup_height:520,popup_width:500};
(function() {
var po = document.createElement('script'); po.type = 'text/javascript'; po.async = true;
var refferer = (document.referrer) ? encodeURIComponent(document.referrer) : '';
var location  = (document.location) ? encodeURIComponent(document.location) : '';
po.src = ['//<chatserver>/index.php/por/chat/getstatus/(click)/internal/(position)/bottom_right/',
          '(top)/350/(units)/pixels/(leaveamessage)/true?r='+refferer+'&l='+location'].join('');
var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(po, s);
})();
</script>