Velaro End User Guide Velaro, Inc.

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2 I Table of Contents Part I Introduction 1 1 Copyrights... and Trademarks 1 2 System... Requirements 1 3 Customer... Support 2 Part II Getting Started 2 1 Installation The Quick... Start Wizard 3 3 Logging... In 7 Part III Velaro Agent Desktop 9 1 Customizing... the Layout 10 2 Visitor... Tab 15 3 Visitor... Demographics 17 4 Previous... Chats 17 5 Previous... Surveys 18 6 Visitor... Path 19 7 Co-Browsing Shadowing... Chats 22 9 The Velaro... System Tray Viewing... Other Agents Setting... Agent Availability 25 Part IV Conducting Chats 27 1 Viewing... and Sending Text 29 2 Using... Premade Messages 30 3 Sending... Notes and Private Text 32 4 Sending... Files ing... Transcripts 33 6 Pushing... a Web Page 34 7 Desktop... and File Collaboration 36 8 Spell Check Transferring... Chats CRM Integration Managing... Alerts Conducting... Click-to-Call Integration... with Knowledge Base System 45

3 Contents Part V Configuring the Agent Desktop II 45 1 General... Settings 47 2 Connection... Settings 49 3 Display... Settings 52 4 Sound... Settings 54 5 Visitor... Settings 56 Index 0 II

4 1 1 Introduction About This Manual Top Next The Velaro End User's Guide. This guide should be used by your team members that are responsible for setting up, maintaining, and administering your Velaro account. The Velaro Administrative Control Panel works as the primary interface for configuring and auditing your account. This manual provides you with instructions on how to install, set-up, and use the Velaro Control Panel on a daily basis. Versions of Velaro This manual covers features of interest to administrators of the Velaro Agent Desktop version Copyrights and Trademarks Copyrights and Trademarks All rights reserved. No parts of this work may be reproduced in any form or by any means graphic, electronic, or mechanical, including photocopying, recording, taping, or information storage and retrieval systems - without the written permission of the publisher. Products that are referred to in this document may be either trademarks and/or registered trademarks of the respective owners. The publisher and the author make no claim to these trademarks. While every precaution has been taken in the preparation of this document, the publisher and the author assume no responsibility for errors or omissions, or for damages resulting from the use of information contained in this document or from the use of programs and source code that may accompany it. In no event shall the publisher and the author be liable for any loss of profit or any other commercial damage caused or alleged to have been caused directly or indirectly by this document. 1.2 System Requirements System Requirements The Velaro Agent Desktop is a Windows application. Before installing it on your agent's

5 Introduction 2 computers, you should ensure that the computer meets the following minimum system requirements: 1.3 Processor: 1.4Ghz Memory: 512 MB Harddrive space: 20 MB Operating systems: Windows 98 (not recommended) Windows XP Windows 7 Windows 2000 Windows 2003 Additional requirements: Microsoft.NET Runtime v2.0 Internet Explorer v5.5 or greater Customer Support Customer Support Velaro customers receive unparalleled service and support.to contact support please visit the Velaro web site at Select the Support options to participate in the Velaro public forums, access the Velaro Knowledge Base, send us an , call us, read our Frequently Asked Questions, or chat live with us now! sales: customer support: Call us (8am - 8pm EST): 800.9VELARO ( ) option 1 for Sales, option 2 for Support, option 3 for Billing 2 Getting Started Getting Started This section explains how to obtain the Velaro Agent Desktop, install it on your computer, run the initial set up wizard, and how to log in to the Velaro service.

6 3 2.1 Installation Installation Obtaining the Application After obtaining the latest version from launch the installation. Upon initialization the application will first check to ensure that the latest version Microsoft.NET runtime is up to date If it is not installed or up to date, it will attempt to download before continuing. Installation Installation requires acceptance of the Velaro licensing agreement and select the directory to which the Velaro Agent Desktop will be installed. After installation is complete, start the application by selecting the icon from your desktop. 2.2 The Quick Start Wizard The Quick Start Wizard The Velaro quick-start wizard will run automatically the first time the Agent Desktop is launched after installation. It can also be launched any time by selecting Tools > Run Quickstart Wizard. Note that all the options displayed in the Quick Start Wizard are also available from the main application configuration setup menu Tools > Options. The Velaro quick start wizard walks users through the initial setup of commonly used features:

7 Getting Started 4 The first page of the wizard define the proxy settings that the application uses to communicate with the Velaro servers. For more information on setting up your proxy settings, click here. When conducting chats with website visitors, agents can select to have each chat window

8 5 displayed within a separate chat window or directly within the main visitor monitoring screen. Use this step of the wizard to quickly configure how chats are viewed. If agents are going to be away of their computer frequently and do not want to miss any incoming chats, the auto-away option will change a status whenever the computer has been idle for a specific amount of time. The application will automatically make an agent available again as soon as the machine is no long idle. Please note that this setting can be adjusted after the Agent Desktop has been installed.

9 Getting Started 6 Velaro automatically alerts agents when new chat requests are received. This step of the wizard will configure default audio and visual settings for new chats. By default, Velaro installs the standard US dictionary along with the basic sounds used for audio

10 7 alerts. Additional dictionaries and sounds can be downloaded. Select Finish to launch the Agent Desktop. 2.3 Logging In Logging In Once a Velaro trial account is created (this can be done from Velaro.com) select Login from the main menu, tool bar, or system tray. Users will be presented with the agent login window:

11 Getting Started 8 Login name - Agent's user name (either created by the user or assigned by the administrator)* Password - Enter your password (either created from the Free Trial page or assigned to you by your administrator)* *Both user names and passwords are case sensitive Server address - This value should contain the Velaro server that you log in to. In almost all cases, you should never have to change the default value that is displayed. The server name will either be "service.velaro.com" or "a.velaro.com" depending on when the Velaro account was created. Remember password - Select this option to have the application automatically remember your password the next time you log in. If you choose to remember the password, Velaro stores the password in an encrypted format on your computer's hard drive. If you have any security concerns, you should not select this option. Forgot password? - Select this option if you have forgotten your password. Before selecting this option you should ensure that you have your Login Name entered. The application will make a request to the Velaro service and send an to the address associated with your account. Sign up for new trial account - If you have not yet signed up or created a Velaro account, selecting this option launches a web browser and brings you to the Velaro sign up page. Login - After filling out the necessary information in the Login Name, Password, and Server

12 9 address fields, click this button to log into the Velaro service. Cancel - Click this option to cancel the login process and close this window. 3 Velaro Agent Desktop Monitoring Visitors The main application window provides real-time insight into your current website traffic. By providing your agents with this information they can see where the visitors are coming from, what page they are currently on, do things such as proactively invite visitors to chat, and much more. Below is the default layout for the Agent Desktop: The visitor monitoring screen consists of 3 main areas: Menus and Toolbars - At the top of the application you have access to the menus and toolbars that

13 Velaro Agent Desktop 10 provide navigational access to all of Velaro's features and capabilities. Depending on your focus, the buttons available on the toolbar will change to match your current context. Current Visitors - The list of all visitors that are on your website. This list is highly customizable and simple to manage. By selecting an individual visitor within the list, you have access to a wide range of additional information. Information Tabs - All the other tabs displayed in the window derive their content from the currently selected visitor. As with the Current Visitors list, you have many customization options that let you define your preferred layout and display of all this additional information. This help file was created with an unregistered evaluation copy of Help & Manual. EC Software. All rights reserved. This message will not appear if you compile this help file with the registered version of Help & Manual. 3.1 Customizing the Layout Agent Desktop - Customizing the Layout Moving the display The layout of the Agent Desktop can be customized to an agent's specific preferences. To change the layout, any tab can be selected and moved to a new location by selecting and dragging it. As each tab is moved, the following docking window will appear: By moving your mouse to a different location on the screen the display of the Agent Desktop will change. This tool offers users nearly an unlimited number of customized display option. The application will remember all settings upon exiting so changes will only need to be made once. Below is an example of a customized layout:

14 11 Grouping The Velaro Agent Desktop provides a wide variety of information. Any column below the Visitor tab can be selected and dropped in the section labeled "Drag a column header here to group by that column". Once a column is added to this section, all visitors will be grouped together. There is no limit to the number of columns that can be grouped together. By dragging multiple columns to the grouping section, visitors can be viewed in any hierarchical organization. Below is an example of visitors grouped by the Department column:

15 Velaro Agent Desktop 12 Sorting Visitors displayed within the the application may be sorted in ascending or descending order. To sort visitors, simply click on any column header. Clicking a column the first time will organize visitors in ascending order, clicking on the same column a second time will re-sort the visitor display in descending order. Filtering For websites that receive lots of daily traffic or if a specific visitor needs to be found, the Agent Desktop provide the ability to create real-time filters to display only those visitors in which the agent is interested in viewing. To activate a filter, simply select the down-arrow immediately to the right of the column that should be either included or excluded. The following options will be presented:

16 13 Custom filters can be created by selecting the "Custom" option. Selecting columns All columns do not need to be displayed in the visitor list. To customize the view simply right click on any of the column headings to view the customization menu. Select the Column Chooser to add or remove columns from the Visitor Tab.

17 Velaro Agent Desktop 14 This displays the list of columns. To Add columns to the visitor list, select on the column name and drag it to the area in the visitor

18 15 list where you want it to be displayed, this adds the column to the visitor list. To remove a column from the visitor list, click on the column heading and drag it to the customization box. This removes the column from the visitor list and adds it to the customization box. Removed columns can be added back to the visitor list. To add removed items back click on the column name in the customization box and drag it to the visitor list to add it back. 3.2 Visitor Tab The Visitor List The Visitor list offers a quick overview of all the visitors who are visiting the site as well as those who have initiated a chat. This window will display the visitor status, DNS, company name, the browser which the visitor is using, the URL they were referred from, the length of time the visitor has been on your site, the number of chat requests made by the visitor, the visitor name, the agent who assisted the visitor, the source they were referred from and keywords that the visitor entered in his request. If an agent right clicks on a visitor they can request a chat, join an ongoing chat, accept a chat, reject a chat or block a visitor.

19 Velaro Agent Desktop 16 If any of these options are grayed out, it is because that action may have already been performed. For example, if a visitor is already chatting with an agent, the only options available would be join the chat or to block visitor. Similarly, the accept chat option is enabled only when a visitor has requested a chat and is waiting for an agent to respond. To Access the Visitor Options: 1. Select the visitor by clicking on the visitor's details row in the table. 2. Right Click on Visitor Details in the Visitor List. 3. Select action from the Visitor Right Click Menu. Column Descriptions: 1. The first column will display the visitor's status with an icon to signify whether the visitor is browsing the site, initiating a chat request, currently in a chat, or if his or her chat request was missed. To see the legend for the visitor's status, right click anywhere in the first column. The visitor list can be sorted by status. 2. The DNS column displays the visitor's ip address and the DNS details 3. The Company column displays the visitor's company name 4. The Browser displays an icon to signify which browser the visitor is using 5. The URL displays the URL of the page of the website that the visitor is currently browsing 6. The Length column displays the amount of time the visitor spent on the website 7. The Visitor column displays the Visitor's name. This is provided by the visitor when he or she initiates a chat 8. The Agent column displays the name of the agent who is chatting with the visitor 9. The Source column displays the source of the chat 10. The Referring URL displays the URL from which the visitor was referred to the website 11. The Keywords displays keywords that the visitor entered which referred him/her to the website

20 Visitor Demographics Visitor Summaries Visitor summaries can be viewed through the General tab of the Velaro Agent Desktop. Select any visitor name to view more information about them: Sections Summary: 1. Demographics: Displays the visitor's IP address, city, and country they are browsing from.this section will also contain the internet service provider, the visitor's name and adress (if known from a previous or recent chat). 2. Referred By: Displays the source from which the visitor was referred to the website, the keywords which referred him and the referral URL. 3. Extra Information: Displays any extra information available about the visitor. This could be a username, a forwarded IP status or a fax number or any other custom information your organization wishes agents to view. 3.4 Previous Chats Previous Chats After a visitor is selected, an agent may click on the the Previous Chats tab. This tab provides the transcripts of all previous chats originating from that particular DNS for easy reference. Chats viewed here could possibly be with different visitors but belonging to the same company, and/or originating from the same DNS.The chat transcripts include the date and timestamps, the names of

21 Velaro Agent Desktop 18 the agents and the visitors who participated in the chat. Note: When there are no previous chats the window will display "No Previous Chats" Previous Chats Details: All chats are organized by day and time The Chat Transcript provides more details about the chat like the start time, end time and length of chat. Chat summary can be viewed by clicking on the + sign or double clicking on it. 3.5 Previous Surveys Previous Surveys All previous visitor surveys can be viewed through the Agent Desktop. All survey types will be listed here including: post chat, pre chat, and any other custom survey created within the Control Panel. All survey information will be grouped and displayed based on a visitor's DNS. This information is great to reference while chatting with a visitor. Select any survey from the left preview pane and the survey transcript will be displayed in the center pane.

22 Visitor Path Website URL Navigation When selecting the Visitor Path tab details about the visitor's browsing activity on your website will be displayed. This section provides a list of all of the pages of your website which the visitor has navigated to during this browsing session and in the past. You will also be able to view how much time was spent on each individual page, as well as which page they are still on. Each URL is displayed so agents can easily select a page for quick reference during the chat. To refresh the visitor's browsing path simply select the Refresh option located in the lower left corner of the page.

23 Velaro Agent Desktop 20 Columns: 1. When: Displays the time at which the visitor started browsing the page 2. Time on Page: Displays the total time that the visitor spent on the page. 3. Page: Displays the URL of the page. 3.7 Co-Browsing Co-Browsing Velaro's Co-browsing feature enables agents to view the same pages as the visitor from within the Agent Desktop. To initiate a co-browse session, right click on a visitor and select the option "Request Co-browse" This feature allows an agent to browse the same page as the visitor and simultaneously answer any questions that the visitor may have.

24 21 A visitor can also be chosen and then the co-browse icon can be selected in the tool bar at the top of the Agent Desktop. Upon selecting the co-browse option, the agent will receive the following message:

25 Velaro Agent Desktop 22 The visitor will see the following message once the agent has selected "OK": The co-browsing session can be ended at anytime by selecting the "End Session" button in the upper right corner of the screen. When an agent clicks on a link within the website, the visitor will automatically be navigated to the new page. Additionally, when a visitor clicks on a link within the website, the Agent's co-browse session will automatically navigate to the new page as well. Note : Only one co-browse session can be run at one time by an agent. In order to start a new co-browse session, the agent will need to end the previous session. 3.8 Shadowing Chats Shadowing Chats Other agents such as supervisors can shadow a chat using the chat tab that will only appear when a chat is in progress. The agent who is shadowing can join the chat at anytime by clicking on the Join Chat button. The agent who is shadowing can only exchange messages with the agent who is

26 23 chatting, the visitor will not be able to see these messages. The shadow chat also provides a spell check, access to pre-made messages as well as other chat features. 3.9 The Velaro System Tray Minimizing the Agent Desktop The Velaro Agent Desktop minimizes to your machine's system tray by selecting the icon in the upper right corner. While in the windows system tray, the Agent Desktop functions exactly like it does when it is open. Agents are still signed in and will receive alerts whenever a visitor initiates a chat. Example of the Agent Desktop minimized to the system tray: The Agent Desktop icon is displayed in the system tray with a Z next to it when an agent has set their status as "Unavailable to chat".

27 Velaro Agent Desktop 24 When the Agent Desktop minimized in the system tray, the Velaro desktop offers a set functions that can be used right from the system tray. You can use the right click menu to modify options, access the Infocenter, set your availability, view other agents who are logged in, and to sign out and exit from the Velaro Desktop. You can maximize the Velaro Desktop at any time by double clicking on it. A set of features within the Agent Desktop can still be utilized when it is minimized. Using Velaro Desktop from the System Tray: 1. Rightclick on the Velaro icon in the system tray. 2. This displays a menu with certain functions Viewing Other Agents Viewing Other Agents

28 25 The Agent Desktop provides agents with the ability to view and chat with other agents. This feature is useful when a chat needs to be transferred to another agent when a question is unable to be answered or perhaps needs to be escalated. This option also allows you to have a private chat with another agent by double clicking on their name. To view other agents: 1. Click on the Agents tab of your Velaro Desktop. 2. A pop up window is displayed with a list of agents who are logged in at that time and their availability to accept chats. An agent's availability can also be viewed from the Agents window. When an agent is unavailable to chat, a red circle is displayed next to the icon before the agent's name Setting Agent Availability Setting Agent Availability An agent's available to receive chats can be changed directly from the Agent Desktop. This change can be made using the My Status drop down box. If a status is set to available, the agent is logged in an will receive chats. If a status is set to unavailable/away the agent is logged in but will not receive any new chats. Custom availability will allow an agent who is part of multiple departments to make themselves available or unavailable to one or more individual departments. Agent availability can be set from the Agent Desktop main menu, the Agent Desktop toolbar, or the system tray. Setting availability from the Velaro Desktop Main Menu:

29 Velaro Agent Desktop To set availability from the Velaro Desktop, click on the Tools option of the menu 2. Select My Availability, a pop out menu appears displaying the status options. 3. Select Available to Chat or Unavailable to Chat. Setting Availability from the Velaro Desktop Toolbar: 1. To Set availability from the Velaro Desktop, go to the toolbar right below Velaro desktop's main menu 2. The My Status option of the Velaro toolbar displays your current status 3. Click on the button to the right of your status to display drop down list of available options to set your status 4. Select Available or Unavailable

30 27 Setting Availability from the System Tray: 1. To set your Availability from the system tray, go to the windows system tray where the Velaro icon is displayed. 2. Right Click on the Velaro icon. 3. Select My Availability from the right click menu. 4. Select I'm here or I'm Away. 4 Conducting Chats Conducting Chats Chats can be initiated from the alert that you get when a visitor initiates a chat or from the Visitor List. You can select a visitor and right click on it to view the Visitor Menu. Using this, you can Request a chat with a visitor browsing the site, Join a chat in progress, Accept a chat if the visitor's status is displayed as waiting, Accept Click to Call if the Visitor has requested a click to call, reject a chat or Block a Visitor. Note: Only the options that are available to you are displayed in the right click menu. All the other options are grayed out. For example, if a visitor is already chatting with an agent, the only options available to you are to Join the Chat or to Block Visitor. Similarly, the Accept Chat option is enabled only when a visitor has requested a chat and is waiting for an agent to respond. To Initiate a chat from the Visitor List: 1. Select the Visitor by clicking on the Visitor's details row in the table. 2. Right Click on Visitor Details in the Visitor List.

31 Conducting Chats Select action from the Right Click Menu. These options can also be accessed from the Velaro Toolbar just below the Velaro Desktop main menu. Select the Visitor in the Visitor List and click on the options in the Toolbar which are represented as icons.

32 29 Options Key 1. Request Chat : Use this option to request a proactive chat with a visitor who has been browsing the website for some time. When you request a chat, the premade messages window will pop up asking which premade message you would like to use to invite the visitor to chat. Select Premade message and double click on it to initiate a chat with a user. This pops up a chat request on the website for the visitor. 2. Join Chat : Use this option to join a chat that is already in progress between a visitor and an agent. 3. Accept Click to Call : If a visitor has initiated a Click to Call request, Click on this Icon to accept the Click to call Reject Chat : Use this option to Reject a chat request. This feature is useful when there are duplicate or fake chat requests. Block Visitor : The Block Visitor option allows you to block chat requests from unwanted or problematic visitors. Viewing and Sending Text Viewing and Sending Text

33 Conducting Chats 30 Once you accept a chat request from a visitor, a new chat window pops up. You can view the visitor's messages and respond to the visitor's messages from this window. The messages from the visitor, system messages and your own messages are displayed in the top half of the window, the lower part of the window is where you can type in your responses to the visitor's questions. Once an agent accepts a chat request from a visitor, a new chat window pops up. Visitor's messages can be viewed and responded to from this window. Both the agent's and visitor's message color can be adjusted 4.2 Using Premade Messages Using Premade Messages Premade messages eliminate repetitive typing of commonly used phrases and FAQs used in chats with visitors. There are two types of premade messages within Velaro (depending upon account license purchased) shared and personal. Personal premade messages are messages that agents

34 31 create for themselves, no other agents will have access to other agents personal premade messages. Shared premade messages are created by an administrator and are available to all agents. Premade messages can be used in chats by clicking on the premade messages icon within the chat window. To Use Premade Messages: 1. Click on the icon in the chat window. 2. This opens the Shared premade messages section. 3. Select category of premade messages by clicking on arrow to view premade messages list and clicking on category to select it. 4. Double click on premade message from available messages to insert it into the chat response window. To Insert Personal Premade Messages: 1. Click on the Personal tab in the premade messages window. 2. Select premade message to use in chat from list of available premade personal messages. 3. Double Click on message to insert it into the response window.

35 Conducting Chats Sending Notes and Private Text Sending Notes and Private Text The chat window also allows agents to exchange messages with managers and other agents. 1. From the Send To box, select who will be able to view the text (Everyone, Agents, or Managers) 2. Type in the private message in the response window 3. Select the Send button to send 4. The message will only be displayed for the category selected in the Send To field 4.4 Sending Files Sending Files Files can be sent to customer from the chat window using the Send a File button. This feature is great to send any type of document to a potential customer including manuals, troubleshooting guides, and pamphlets To Send a File:

36 33 1. Select the icon 2. Click on button to select file to send. 3. Select the file from your machine to send to visitor by double clicking on it 4. Click the button to send the file to visitor ing Transcripts ing Transcripts Chat transcripts can be ed to anyone directly from the chat window. 1. Click on the icon. 2. In Transcript to: Type in the id to which you want to send the transcript. 3. Select the button to send the transcript

37 Conducting Chats Pushing a Web Page Pushing a Web Page A webpage can be pushed to any visitor from within the chat window. To push a web page: 1. Click on the icon. 2. Enter the URL to push to the visitor (ex: 3. Select Push

38 35 On the visitor's end, if pop-up blockers are disabled the webpage will immediately open in a new window outside of the chat window. Below is an example of how the webpage displays within the chat window from the visitor's perspective:

39 Conducting Chats Desktop and File Collaboration Desktop and File Collaboration The Agent Desktop will allow agents to share a remote desktop session from within the chat window. Sharing a remote desktop will allow the agent to connect to the visitor's computer to view information and webpages. This feature can be extremely helpful when explaining features and functions of a webpage. Remote desktop sharing needs to be approved by the visitor and can also be ended by the visitor at any time during the session.

40 37 To start Remote Desktop Sharing: 1. Click on the icon. 2. Select the Request button 3. When the visitor accepts the sharing request, a new window will appear on the agent's desktop for sharing. Using this window an agent can demonstrate functions to the visitor on his/her own computer 4. In Request Remote Desktop: Click on the Request Button. 5. To end the remote desktop session, the visitor will need to close the remote desktop sharing window

41 Conducting Chats Spell Check Spell Check By default the Agent Desktop will automatically underline any potentially misspelled words and offer suggestions for correct spelling. This option can be turned off so an agent will need to manually spell check their text before sending it to a visitor. To turn off manual spell check please see Configuring the Agent Desktop > General Settings. For automatic spell check: 1. Type text into chat window, if text appears to be misspelled it will be automatically underlined in red 2. Right click on the text to view a list of spelling suggestions

42 39 For manual spell check: 1. Type text into chat window 2. Select the spell check button from within the chat window 3. A new spell check window will pop up displaying spelling suggestions for any potentially misspelled words 4.9 Transferring Chats Transferring Chats Chats can be transferred from one agent to another through the chat window. For example, if a

43 Conducting Chats 40 support agent is chatting with a visitor and determines they need to speak to someone in the billing department they may choose the option to transfer and then to their billing department. Chats can also be transferred to specific agents. To Transfer a Chat: 1. Click on the icon. 2. This opens a list of Agents, Departments or Tiers that chats can be transferred to 3. Select agent, department, or tier to transfer chat to 4. The system displays a message that the chat was successfully transferred. Your chat window disappears as it is transferred to another agent.

44 CRM Integration CRM Integration Velaro Integrates with several CRM systems including Sugar CRM, Netsuite, ZenDesk, and Salesforce Each CRM integration requires its own setup by the Administrator within the Velaro Control Panel. Below are links to our popular CRM integration guides: Salesforce Integration Guide Zendesk Integration Guide Netsuite Integration Guide SugarCRM Integration Guide Once the integration has been completed, agent's will be able to search, select, and create records within these CRM systems directly from the Agent Desktop. The following image below displays the chat window including a CRM integration: To create a record within the CRM tool:

45 Conducting Chats 42 Click on the icon. This will allow you to create a new case, account, contact, or lead depending on your CRM Settings Agents will then be directed to fill in the appropriate information and click Create Record Managing Alerts Managing Alerts

46 43 Whenever a visitor initiates a chat a visual alert is displayed and a sound is played based on the Alerts that an agent has configured (see Configuring the Agent Desktop > Sound Settings). If the queuing feature is enabled, the following alert will display for chats: Managing Alerts: 1. Click on Accept Chat to accept the chat. 2. Click on Reject Chat to reject the chat. 3.. Click on Ignore Chat to ignore chat. 4. Click on Info to view the visitor's Prechat Survey. (see below) 4.12 Conducting Click-to-Call Conducting Click-to-Call

47 Conducting Chats 44 The Click-to-Call feature allows the visitor to leave a number for an agent to call back immediately. It is similar to a chat request but using this feature the visitor selects the click to call button to initiate the request and then enters a number where he/she can be reached. The agent who is handling the least number of chat requests or has no requests gets the alert for the click to call request from the visitor. To accept the click to call request: 1. Click on the Accept Click to call option of the chat request. 1. This displays the telephone number that the visitor has entered. 1. Call the visitor at that number to assist him. Click End Call to end the call and be available for another click to call request Click Print Call to print out the click to call request Click Stop Ringing to stop the ringing sound

48 Integration with Knowledge Base System The agent will have an option to the left of the chat with the ability to search their knowledge base for related articles. By click on the send option, the agent and populate a link to the article with the Chat Text Prefix set up in the control panel. The agent also has the ability to click on the article s text and review it before sending. Requirements: This integration requires the Velaro Agent Desktop version or higher. This integration requires utilizing the new version code from cp.velaro.com For more information regarding this set up, please review the following article: Velaros Integration with Knowledge Base Systems 5 Configuring the Agent Desktop Configuring the Agent Desktop

49 Configuring the Agent Desktop 46 You can configure the Velaro Desktop to settings based on your preferences. Using the Configuration options you can specify: 1. General settings like your login information, the auto settings information, the log information and spellchecking settings. 2. The Connection settings like the Server Connection, the Transfer rate and Proxy Information. 3. The Display Settings like Message Warnings, Chat Text and Form Layout. 4. The Sound Settings like Visitor Sounds, Chat Sounds, Queue Sounds and Click to Call Sounds. 5. The Visitor Settings like Blocked Visitors and Alerts. To access the options where you can configure the Velaro Desktop: 1. Click on Tools from the Velaro main menu. 2. Select Options from the Tools menu. 3. This opens the Options windows where you can configure your settings.

50 47 This help file was created with an unregistered evaluation copy of Help & Manual. EC Software. All rights reserved. This message will not appear if you compile this help file with the registered version of Help & Manual. 5.1 General Settings General Settings General settings can be configured from the Agent Desktop by going to Tools > Options

51 Configuring the Agent Desktop 48 Login Information: 1. In User Name: Type in the agent user name 2. In Password: Type in the associated password Note: All the sections can be expanded to view contents by clicking on the + button and can be minimized by clicking on the - button. Autos: 1. Click on the + sign to expand autos options. o Auto Login at Startup: Select checkbox to automatically start the Velaro desktop and log an agent in at startup. o Auto Login to control panel: Select checkbox to automatically login to control panel when an agent is logged in to Velaro. The Control Panel will remember an agent's username and password. o Auto Away after : Type in the number of minutes after being idle for an agent's status to to be displayed as Away. o Let others know when I am idle: selet the checkbox to let others know when an agent is idle. o Trasfer any unanswered chats after : Type in the number of minutes after being idle any unanswered chats will be transferred to the next available agent

52 49 Spell Checking : 1. Select Language to use as spelling standard. Additional dictionaries can be downloaded by clicking on the Download More Dictionaries link 2. Select Automatic or Manual Spellcheck by clicking on the corresponding checkbox. Log Information: 1. Capture Trace Data: This allows Velaro's support department to look on the backend of a user's account to quickly resolve support issues. 2. Specify number of days to keep trace. Click Apply to apply changes. Click OK to keep current settings. Click Cancel to cancel changes. 5.2 Connection Settings Connection Settings To configure connection settings from the Agent Desktop go to Tools > Options > Connection

53 Configuring the Agent Desktop 50 Server Connection: 1. Server Name: Enter the name of the server the Agent Desktop should connect to. In most cases this will be service.velaro.com 2. Select checkbox for the desktop to be connected through a secure connection (SSL). Note: All the sections can be expanded to view contents by clicking on the + button and can be minimized by clicking on the - button. Transfer Rate: 1. Select checkbox if it is a low bandwidth connection. 2. Update Time: Type in the number of minutes after which the connection will be updated.

54 51 Proxy Information: 1. Select whether or not a Proxy is being used and the type from the drop down box. If None is select the additional fields will be grayed out. If an agent is unsure if a proxy is being used or not select Use IE Settings. 2. If using a proxy please fill in the following fields: proxy server port, proxy user name, and proxy password\ Browser Paths: If the agent desktop is unable to find the location of your machine's browsers, they can be 1. located by clicking the button next to the designated browser 2. Once the path has been located, agents can co-browse using the same browser as the visitor when in cobrowse mode. Click Apply to apply changes. Click OK to keep current settings. Click Cancel to cancel changes.

55 Configuring the Agent Desktop Display Settings Display Settings To configure the Display settings: Agent Desktop > Tools > Options > Display Message Warnings: Select these check boxes to receive a warning message while temporarily block visitors and closing chat windows. Leave boxes blank to not receive warning messages. Note: All the sections can be expanded to view contents by clicking on the + button and can be minimized by clicking on the - button. Chat Text:

56 53 This section allows agents to select the colors for the chat text. The font color can be customized for agent comments, visitor's comments, other agents' comments and system messages. Font size can also be adjusted in this section. 1. My Text: Select the color for your text within the chat window 2. Visitor Text: Select the color in which the visitor's comments should be displayed in the chat window. 3. Other Agent Text: Select the color in which other agents' comments to appear. 4. System Text: Select the color in which system messages to appear. 5. Font size: Select the font size for the text. Form Layout This section allows agents to adjust the way in which chat windows appear within the Agent Desktop. Separate: Each chat will appear in its own window outside of the Agent Desktop

57 Configuring the Agent Desktop 54 Tabbed: Each chat will be listed as an additional tab within their own window outside of the Agent Desktop Tabbed: Each chat will be listed as an additional tab within their own window outside of the Agent Desktop Inline: Each chat will appear as an additional tab within the Agent Desktop Click the Reset Form Layout button to restore default form layout options. Click Apply to apply changes. Click OK to keep current settings. Click Cancel to cancel changes. 5.4 Sound Settings Sound Settings

58 55 The Sound settings can be adjusted through the Options window. Customizable sound settings include: Visitor Sounds, Chat Sounds, Queue Sounds and Click to Call Sounds. To configure the sound settings: To configure the sound settings: Agent Desktop > Tools > Options > Sounds Visitor Sounds: 1. Click on to view the available sounds to play when there is a new visitor. 2. Double click on any sound to select it 3. Click on to mute sound and not play any sound when there is a new visitor. Note: All the sections can be expanded to view contents by clicking on the + button and can be minimized by clicking on the - button. Chat Sounds 1. Select Sound for a new chat or mute sound for new chat. 2. Select Sound to play when there is new conversation text or mute sound for new conversation text. Queue Sounds 1. Select Sound to play when a visitor is waiting to chat or mute sound not to play any sound when a visitor is waiting to chat.

59 Configuring the Agent Desktop Select Sound to play when a visitor is waiting for call or mute sound not to play any sound when a visitor is waiting for a call. Click to Call Sounds 1. Click on to view the available sounds to play when there is a new Click to Call request. 2. Double click on sound to select it. 3. Click on to mute sound and not play any sound when there is a new Click to Call Request. Click Apply to apply changes. Click OK to keep current settings. Click Cancel to cancel changes. 5.5 Visitor Settings Visitor Settings Click on Visitor in the Options window Agent Desktop > Tools > Options > Visitors Top Previous

60 57 Blocked Visitors Any blocked visitors will be displayed on this screen along with the option to unblock them. To remove a visitor from the blocked visitors list: 1. Select any visitor within the list 2. Click on the Remove button Alerts All alerts can be managed from this section. To manage alerts: 1. Choose whether or not visual alerts will be displayed 2. Choose whether or not to display visual alerts when agent's status is set to unavailable 3. Choose whether or not to play sounds when agent's status is set to unavailable 4. Choose whether or not play Repeat Queue and New Chat sounds 5. Choose whether or not to play sounds when there is a new message in a shadowed chat Click Apply to apply changes. Click OK to keep current settings. Click Cancel to cancel changes.

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