Version 5.0. User Guide

Transcription

1 Version 5.0 User Guide

2 COMPANY INFORMATION 8 Customer Support 8 Product Updates 8 Upgrade Protection 8 Installation Service 8 INTRODUCTION TO WHOSON 9 Live Visitor Statistics 9 GEO-IP 9 Historical Traffic Analysis 9 Live Visitor Chat 9 Live Visitor Engaging 9 Live Chat Translation 10 Live Click To Call Back 10 Real Time Error & Exception Alerting 10 Prospect Detection 10 Click Fraud Detection 10 Hacker Detection 10 Remote Access 10 Log File Archiving 11 SETTING UP LIVE STATS & VISITOR CHAT - QUICK START 12 Setting Your Public IP Address or DNS Name 17 Embedding The Tracking Code 18 WHAT'S NEW IN THIS RELEASE? 22 Editions 24 INSTALLING WHOSON 25 System Requirements 25 Where To Install 25 Hosting Visitor Chat 25 Installation Procedure 25 Upgrading From Version 4 26 Installing 26 Post Install Checklist 26 Uninstalling 26 EXPLORING WHOSON INSTALLABLE EDITION 27 Security 30 User Access 30 WhosOn Chat Introduction 32 WhosOn Web Charts & Reports 33 Using The Server Web Access Option 35 2

3 GEO-IP 37 Overview Diagram 40 Starting The WhosOn Administrator 41 Registering WhosOn 42 Starting The WhosOn Administrator 43 Setting Up Live Stats & Visitor Chat - Quick Start 48 Setting Your Public IP Address or DNS Name 54 Embedding The Tracking Code 55 WHOSON PROGRAM OPTIONS 60 Settings Sounds 63 Time Zone 63 Common Referrers 64 File Types 64 DNS Grouping 64 Exception Types 65 Editing Exception Types 66 Hacker Detection 69 SMS Text Settings 69 Remote Clients 70 Web Access 71 WAP Access 71 Web Charts 72 Client Setup 73 Expired Subscription Message 74 WhosOn Gateway 75 Running The Gateway & IIS On The Same PC 75 Settings 76 Real Time Translation 77 Settings 78 Settings 80 SITE PROPERTIES 81 Visitor Tracking 83 Directly Accessed Log Files 84 FTP Accessed Log Files 84 Use Page Tagging Or Server-Side Tracking Via The WhosOn Gateway 85 3

4 Content Groups 86 Setting Up An Alert 89 Alert Criteria 91 Alert Actions 93 Example: Setting Up An Alert To Monitor Google Adwords 95 Customer Detection 98 SMS 100 Chat 102 Opening Message 103 Waiting Messages 104 Forwarding 105 Pre/Post Chat Surveys (Professional Edition) 106 Chat Translation 109 Manual Links 110 Options 111 Rotate Chat Requests 111 Chat Window Options 111 Chat Scripts (Professional Edition) 112 Call Backs 113 SITE GROUPS 118 Template Site 120 THE WHOSON CLIENT 121 Installing The Client 122 Client Introduction 123 Watching Visitor Activity 125 Viewing Visit Detail 128 Viewing Chat Request Lists 132 4

5 Searching For Visitors 133 Searching Chat Transcripts 134 Changing Your Status 135 Chatting To Other Operators 139 Inviting Visitors To Chat 140 Sending Click Fraud Warnings 141 Responding To Call Back Requests 142 Viewing Charts & Reports 145 Editing Site Properties Via The Client 146 Changing The Chat Graphics Via The Client 147 Generating The Tracking Code Via The WhosOn Client 149 Non-Javascript Tracking 149 Login Tab 150 Other Tab 150 Spelling Tab 150 Canned Responses Tab 151 Localizing The WhosOn Client 152 NAMED USERS 154 Creating Named Users 155 Access Rights 156 Monitored Sites 157 User Activity Reporting 158 WHOSON WEB CHARTS & REPORTS 160 MICROSOFT CRM INTEGRATION 164 Configuring The CRM Integration 165 Using The CRM Integration 170 REMOTE ADMINISTRATION 174 LIVE CHAT SPECIFICS 175 Prerequisites 175 5

6 Components The Chat Client The Chat Server The WhosOn Client 176 Enabling External Chat 179 Creating Chat Links From Your Site 181 Displaying Your Own Logo 182 Changing The Background 183 Using Chat On Multiple Sites 184 Allowing Visitors To Pre-Select The Department 185 Operator Specific Chat 187 Pre-Assigning The Visitor Name 188 Real Time Translation 189 Enabling 189 How It Works 189 About Machine Translation 191 Using Other Languages 192 Live Translation 192 Customizing The Chat Text Strings 194 Chat Event Scripts 195 CLICK TO CALL BACK SPECIFICS 200 Setting Up Click To Call Back 201 How It Works 201 What The Visitor Sees 203 Viewing Click To Call Back History 204 THE WHOSON GATEWAY 205 Generating The Tracking Code Via The WhosOn Client 206 Non-Javascript Tracking 206 The Tracking Code 207 The Tracking Code - Tracking Only 209 The Tracking Code - Using On SSL Pages 210 The Tracking Code - Recording Cost & Revenue 211 6

7 The Tracking Code - Recording Contact Information 212 The Tracking Code - Tracking Form Field Completion 213 The Tracking Code - FAQ's 214 Tracking Visitors Client-Side Without Using Javascript 215 Tracking Without A Querystring 215 Tracking Downloads, Outgoing Clicks and Other Custom Events 217 Server-Side Tracking Using The Gateway 218 How It Works 218 Requesting GEO-IP Data 219 Using The ASPX Class 219 PHP & ASP Server Side Tracking 221 DotNetNuke Integration 221 Re-Importing Gateway Log Files 222 DotNetNuke Integration 223 THE WHOSON SERVICE MONITOR 224 How It Works 224 Service Monitor Settings 225 Creating Sites Via 226 Format Of s For New Sites 226 Resending Setup s 227 Deleting Sites Via 228 Getting A List Of Sites 229 Getting A Backup Of Site Settings 230 Automatically Deleting Expires Sites 231 Administration Web Services 232 AddSite 232 UpdateSite 233 DeleteSite 233 PauseSite 233 UnPauseSite 233 SendSetup 233 ListSites 233 THE WHOSON DATABASE 234 Backing Up WhosOn Settings 235 7

8 Company Information Parker Software is a focused software house based in the UK. Established in 2003, Parker Software develops innovative Windows based software aimed at companies that do business on the web. Parker Software produces two flagship products: "WhosOn", a tool for monitoring web site visitor activity in real time and " 2DB, a tool for integrating incoming s with business processes. Parker Software's products are used by thousands of businesses, large and small, in all parts of the world. You can contact us in any of the following ways: Address Parker Software Limited New Media House Stanley Street Stoke on Trent ST6 6BW United Kingdom Telephone Fax For product info and support go to: corporate product specific Customer Support We are fully committed to providing customers with on-going support. We currently provide support between 9am and 5pm Monday Friday (GMT). All users are entitled to free support. We aim to answer enquiries within 24 hours. Product Updates All users are entitled to free product upgrades for a period of 6 months from product registration. This includes both minor and major releases. Users to purchased WhosOn via subscription are entitled to free minor and major upgrades for the life of the subscription. Upgrade Protection You can extend free updates period by purchasing an upgrade protection key. This entitles you to the following: Free minor & major upgrades during the period of your extended updates period. Free monthly updates to the WhosOn GEO-IP database. Access to beta releases. Installation Service We offer a low cost Installation Service for the WhosOn Installable Edition. All we need is access to your PC via a Remote Desktop connection for the duration of the Installation (normally this takes about one hour). We will setup and configure WhosOn so that you can monitor your web site and provide live chat. You will also be in a position to easily add monitoring & chat to additional sites. We also off a free PC check service. We can connect to the PC that you want to use for WhosOn and check that it meets the minimum requirements prior to you purchasing the product. Please contact us for details. 8

9 Introduction To WhosOn WhosOn is designed to track visitors on your website in real time and to allow operators within your organization to interact with those visitors via live chat. In addition to live visitor tracking WhosOn also provides historical reporting of visitor activity, chat sessions and operator activity via is own SQL database. This 'Installable' Edition of WhosOn runs completely self contained on one of your own servers. No third party services are required, so there are no on-going costs. If you own or operate a web site, or if you run a web server (either hosting your own web sites, or providing hosting services) we are sure you will find WhosOn an invaluable visitor interaction solution. WhosOn provides the following core functions: Live Visitor Statistics WhosOn gives you a real time view of your web site visitor activity. You can watch visitors arrive at your site and move from page to page in real time. You can see where they came from (the Referrer), and specific data about the visitor, such as Country & City, Organization, Browser, Operating System and Reverse DNS. You can see if the visitor has been to your site before and if so details of each previous visit. All this information is updated before your eyes in real time as it happens. WhosOn shows spider activity separately allowing you to concentrate on real visitors. If you need to reboot your web server, WhosOn will instantly tell you if it s ok to do so. GEO-IP WhosOn will display the visitors actual location, giving Country, State and City. It will also optionally show the Organization name. This is done in real time as visitors hit your site. This is very useful for marketing allowing you watch for specific businesses on your site and even contact them via phone as they browse! See: GEO-IP Historical Traffic Analysis Whilst providing real time views of your visitor activity, WhosOn updates a database of Visits, Visitors, Page Views, and Referrers etc. You can run reports on this database using the included Windows or Web based Charts & Reports tool. A collection of traffic analysis reports are included, plus you can create your own. You can also access the database from many third-party reporting tools. WhosOn can also automatically send you daily, weekly and monthly traffic analysis reports. See: Charts & Reports WhosOn can use the following external SQL databases: Microsoft SQL Server 2005/2008 Microsoft SQL Server 2005/2008 Express (the freely available desktop versions of SQL Server). Live Visitor Chat WhosOn allows your web site visitors to chat to users within your organization in real time. This enables you to provide live sales & support directly on your site. Whilst chatting, users can instantly see details of the visitors visit (what pages they have looked at) and their previous visits. They can also access previous chats. Operators can push pages to the visitor to help direct them to the correct part of your site. See: Implementing Visitor Chat Live Visitor Engaging WhosOn enables you to engage with your visitors in real time. You can send 'invite' requests to any of your visitors whilst they are browsing your site. The Invite appears as a floating message across the visitor's browser. The visitor can click the invite to start a chat session. You can send graphical invites (using any GIF file you like) or custom text messages. Each visitor can be sent their own personalised message. WhosOn can even automatically send Invite requests when certain conditions are met, for 9

10 example, when a Prospect is detected or when visitors arrive at your site that match a certain set of conditions. Live Chat Translation Visitors can chat to operators within your organization using their own language. WhosOn will translate the chat text in real time in both directions. Live Translation is an optional premium service that requires the purchase of translation 'credits'. See: Real Time Translation Live Click To Call Back WhosOn enables your visitors to request a 'call back' from your web site. The visitor enters there contact information on a simple form provided by WhosOn. WhosOn then informs operators within your organization at the correct time that they need to call the visitor. WhosOn can also integrate with Skype VOIP to actually make the call if you have Skype installed. See: Implementing Visitor Click To Call Back Real Time Error & Exception Alerting WhosOn can alert you in real time if any errors occur on your web site (such as a missing page) or your site not responding. You can be alerted via popup messages sent to the WhosOn Client, or via , or even via SMS text messages to your mobile phone. See: Server Main Settings - Exception Raising Prospect Detection Prospect Detection allows you to focus on visitors to your site that are potential customers. You can define a set of key pages that when viewed a visitor will be flagged as a 'Prospect'. This can be over multiple visits. WhosOn then credits the first referrer with the prospect. This allows you to track advertisement ROI much more accurately than traditional hit counts. See: Site Settings - Prospect Detection Click Fraud Detection WhosOn can detect if a visitor has clicked a paid-for-listing multiple times. This may be an innocent action by the visitor, or you may be a victim of 'click fraud' - where a competitor or an owner of a site carrying the ads is clicking on your links with the sole aim of costing you money. WhosOn can automatically send a notice message to the visitor when click-fraud is detected. You can also send manual notices via the WhosOn Client. See: Site Settings - Site Entry Alerts Hacker Detection WhosOn can detect visitors that may be trying to hack your site by watching for combinations of Exceptions that the visitor is raising. WhosOn can inform you of hacker attempts in real time and it can automatically exclude the visitor's IP address from IIS. See: Server Main Settings - Exception Raising - Hacker Detection Remote Access Using the WhosOn Client you can view live stats, receive real-time error reports and chat to your visitors remotely from the WhosOn PC. Multiple Clients can be connected to a single WhosOn Server. The Client works via a secure TCP/IP connection using your internal network or via the Internet. See: The WhosOn Client You can also access live stats & visitor reports via a browser interface. See: Charts & Reports - Web Based and also Web Access 10

11 Log File Archiving WhosOn can automatically archive your old web server log files into a ZIP compatible log file. This can save a huge amount of space on your web server. For each site you define how old log files should be before being archived. See: Site Settings - Log File Archiving 11

12 Setting Up Live Stats & Visitor Chat - Quick Start Once you have created the WhosOn Database, the WhosOn Administrator will start the WhosOn Server services. Because no monitored sites have been setup yet the New Site Wizard will start automatically. You can start the New Site Wizard manually by clicking the Add Site button from the toolbar. If you are running IIS to host your website on the same server as WhosOn then you can import the site details from IIS itself. If your website is hosted elsewhere then unselect the Import A Site From IIS option. Click Next to continue. 12

13 Enter your site Name and Domain Name. Click Next to continue. 13

14 You can now select the Visitor Tracking Method. WhosOn can track visitors using JavaScript code that you embed into your web pages (this method is called 'page tagging'), or by using the log files from your web server. Page tagging is the recommended option - since it provides faster performance and accuracy. Log files can only be used if WhosOn is being run on your web server itself. Select Use The WhosOn Gateway option and click Next to continue. The Allow Remote Access To This Site Via The WhosOn Client option needs to be enabled. This will allow you to view the visitor activity for this site via the WhosOn Client. You can specify a User Name & Password for this site. If a user name/password is specified then only users of the WhosOn Client that connect with the same username/password will be able to see this site in their visitor views and reports. If you leave the username/password blank then the default system-wide username will be assumed. Click Next to continue. 14

15 Enter the Address and Contact Name for this site. WhosOn will can send various alerts and reports via . Enter the address to receive these for this site. If the address is left blank then the default address will be assumed. Click Next to continue. 15

16 The Wizard is now complete. Click the Send Setup button if you want WhosOn to send a setup to the address specified. This setup contains the download link and login information for the WhosOn Client. Click the Create Tracking Code button to generate the page tagging code that you need to embed into your web pages. This can also be done later via the WhosOn Client. Click the Finish button to close the Wizard. The site will then be added to WhosOn. 16

17 Setting Your Public IP Address or DNS Name Before visitors can be tracked or chat requests can be taken, you must specify the Public IP Address or DNS Name of your WhosOn Server. A 'public' IP address is the Internet IP address that is visible to other users on the Internet and is 'static'. A static IP address is one that does not change each time you connect to the Internet. WhosOn automatically obtains your public IP address when the Administrator is first started. This shows in the Server Status window against the External Gateway Address entry. If this is incorrect, or if you want to change it select the Public IP Setup Wizard option from the File menu. Note: The 'File' menu is opened by clicking the large round button in the top left corner of the Administrator window or by pressing ALT-F. Users With Dynamic IP Address If you do not have a static IP address you can use a service that maps a permanent DNS name to a dynamic IP. For example, - once you have a permanent DNS name use you should specify this in the Setup Wizard. Checking Your Firewall If you are using a firewall, ensure that ports 8080 & 8011 are open. This will allow WhosOn page tagging requests and WhosOn Client users to connect from the Internet. If you use port-forwarding on your router, ensure that traffic on these ports are forwarded to the WhosOn PC (most routers will do this automatically). 17

18 Embedding The Tracking Code Start the WhosOn Client from the WhosOn Start menu. The WhosOn Client is used to monitor your web site visitors and to view reports and take chat requests. The Client can be run on remote PC's. It connects to the WhosOn Server via TCP/IP port You will see your newly added site in the Monitored Sites tree. Click it so that it is selected. Click the Options tab on the ribbon bar. 18

19 Now click the Create Tracking Code button. 19

20 The code that you need to embed into your pages will be shown (for SSL pages select the SSL Pages tab). Click the Copy To Clipboard button to copy the code to your clipboard. You can then paste it into the HTML of your web pages. Once the code is embedded you will start seeing visitors appear in your WhosOn Client. Right-click a visitor to view visit details or send chat 'invites'. Visitors will be able to click the:..link to start a chat session. You will then be able to chat to yourself. You can view a test page to check that everything is working. Click the Create A Test Page button. If you do not maintain your web site code yourself, click the To Web Designer button to create an message to send to your web designer. You can customize that chat graphics on the Visitor Chat tab of the Site Properties. Server-Side Tracking If your website is developed using a server-side language, such as ASP, ASPX or PHP, you can also track visitors via 'server-side' code. This is code that is executed on the web server before the page is sent to the visitor. This has advantages over 'client-side' tracking using JavaScript. Click the Server-Side Tracking button to view the help page for more information. Non-Javascript Tracking 20

21 If you want to track page views on sites that do not allow JavaScript, like MySpace, Blogs, ebay sites etc or in your Signature, click the Non-JavaScript Tracking button and paste the code shown into your pages. See: Tracking Visitors Without Using JavaScript for more information. See Also: Server Main Settings Site Settings The WhosOn Client 21

22 What's New In This Release? WhosOn Version 5 contains many new features and improvements over Version 4, including: Server The WhosOn backend database has been redesigned to offer better performance, better reporting and lower disk space usage for the same number of visitors. The WhosOn Server now offers better performance. The WhosOn Server and related services now run as system services only with no user interface. A new WhosOn 'Administrator' application has been created for managing the WhosOn Server Services. The WhosOn Administrator can connect to remote WhosOn Services for remote administration. Named users can now be created. Each user can be assigned access rights. User activity logging and reporting. Support for SQL Server Support for Windows Server No longer supports MySQL for the back-end database. Visitor Tracking Improved spider detection plus ability to add custom spider useragents to the database. Real time form field tracking - you can now monitor visitors on-line form entries in real time. Form values are stored in the WhosOn database and are shown against the visit detail. Improved tracking script can now be served directly from the WhosOn Gateway enabling easier site integration. The default tracking script can be customized. Anonymous proxy server detection - visitors are flagged if they are using an anonymous proxy server. Chat Fully customizable pre and post chat surveys can now be created. These can be used to collect data from the visitor before and after chat sessions. The data collected is shown to operators during chats and is stored in the database for future reporting. The Chat Window now supports Themes. A collection of themes are shipped as standard. You can change the theme used for each site within the site properties. You can create your own theme and modify the existing ones. The Chat Window is now realizable. You can set the default height and width in the site properties. Custom chat invite JavaScript files can now be created and assigned to individual sites. This enables you to create custom actions that occur when invite requests are sent. Visual basic compatible scripts can now be fired when new invites are sent and when chat sessions start & close. This enables custom actions to be performed on these events. Client Improved client security. Now uses 256-bit AES encryption with RSA public key encryption of the session key. Chat lists now show messages left by visitors when no operator was available to take the chat. Messages can be replied to via from within the Client. Full text search of the chat transcript database for looking up previous chat sessions using any text string. Pre-chat survey results are now shown in the chat window. Completed form-field values are now shown in the chat window along with the complete visit detail. All web analytic reports are now viewable from within the Client application. User activity reports can now be viewed inside the Client (admin users only). User activity reports show a complete log of each users activity and the chat sessions they took in each period. Microsoft CRM Integration is now built-in to the Client. Added native Clients for Mac OSX and Linux. Reporting Custom analytics reports can be created using the WhosOn Administrator. Individual reports can be site-specific (IE: Only viewable by a select list of users). Reports can contain parameter fields. (IE: Ask the user for values against which to run the report on). Scheduled Reports Custom queries can now be added to the scheduled reports. Custom scheduled queries can be site specific. 22

23 WhosOn Version 5 is now available in 4 editions to suit different business sizes and types: Standard, Professional, Enterprise & ISP Editions. See: Editions 23

24 Editions WhosOn is available in a number of editions to suit different organization sizes and types. The table below shows the differences between the edition. If a feature is not listed then that feature is available across all editions. Feature Standard Professional Enterprise ISP Live Visitor Tracking (including): Real time tracking of web visitors shows current page, reverse DNS, location, organization, referrer, browser type, operating system, previous visits, previous chats, previous call back requests, contact information, form-field values, keywords, PPC campaign. Live Visitor Chat (including): Automatic changing operator availability images, Canned Responses, ed Transcripts, Push Pages, Audible Alerts, Spell Checker, SSL Secure Chat, 'Is Typing' status, Department Specific Chat, Department Selector, Multi-Language Support, Chat Transfers, Chat Monitoring (training mode), Out of hours 'leave a message', Chat waiting queue messages. Live Engaging Rule based Live Engaging with custom invite text for each visitor. Prospect & Customer Detection. Click-To-Call-Back. Visitor Cost & Revenue Collection. Live visitor list grouping by visitor type, location, current page, prospect level, PPC campaign. Live visitor filtering by location, PPC campaign, prospect level, keywords. Web Analytics Reporting. Automatic daily, weekly & monthly scheduled web analytic reports ed to each user. SQL Server backend database of visit history & chat sessions. Windows, Linux & MAC Operator Clients. Operator Clients use 256 bit encryption and do not need a database connection. Track up to 100 separate sites. Create new web analytic reports or edit existing ones. Fully customizable pre & post chat surveys. Chat Event Scripts. Custom Invite JavaScript files for each site. Add custom queries to the Scheduled Reports. Create Named Users with each user having their own access rights. User activity tracking & reporting. Remote Administration. Microsoft CRM Integration. Track unlimited separate sites. Track third party web sites and allow users outside your organization to connect to your WhosOn Server. Notes: The ISP Edition is only available to Internet Service Providers & Hosting Businesses. The Standard Edition supports a maximum of 5 concurrent users. The Professional Edition supports a maximum of 10 concurrent users. The Enterprise/ISP Edition has no upper user or site limit. 24

25 Installing WhosOn System Requirements Recommended minimum requirements: Windows Server 2003 or 2008 Windows Vista Business or XP Professional At least 512Mb RAM recommended. 400mb of free disk space. IIS running with.net Framework 2.0. If you want to host live visitor chat, then the PC running WhosOn must also have Microsoft IIS running and the.net Framework 2.0 or higher. The.NET Framework can be downloaded from here. Where To Install The WhosOn Full Setup includes both the Server & Client components. You can install it on your actual web server if you choose, or on a separate PC. You can use the WhosOn 'Client' to view your live stats & visitor info from remote PC's. Hosting Visitor Chat If you want to host live visitor chat the PC that will be running WhosOn will need a permanent Internet connection, either directly (using an Internet Static IP Address or DNS name) or indirectly via a firewall/router (the router will need to be configured to route traffic on the designated TCP/IP Port to the WhosOn PC this is described in more detail later in this manual). Installation Procedure Before installing WhosOn you need to decide on what sort of database you want WhosOn to use to store its data. WhosOn can save visitor information to a database for future reporting. WhosOn currently supports Microsoft SQL Server (2005/2008 & Express). For best performance and ease of use, we recommend SQL Server 2005 or 2008 Express. You need to install this before installing WhosOn. You can download SQL Server Express from here: After you have installed a database server you can the install WhosOn itself. Simply run the WhosOn50.exe setup file to start the installation wizard. Run through the wizard accepting all the default values. After the WhosOn installation has completed, the WhosOn registration wizard will start. Now See: Setting Up WhosOn 25

26 Upgrading From Version 4 You can install WhosOn version 5 on the same PC as version 4. We have included a utility to transfer your version 4 settings and data. Prerequisites: Before installing version 5, ensure you have the latest version 4 build installed. Close WhosOn Version 4 before installing version 5. WhosOn version 5 uses a new database schema. After installation the Database Create Wizard will run. Allow the wizard to create a new 'whosonv5' database. DO NOT use the old version 4 database. When the wizard has completed creating the new database it will ask: "WhosOn Version 4 data exists on this PC. Do you want to transfer the site settings?". Click Yes to start the Upgrade Wizard. The Upgrade wizard can transfer Site settings only or site settings and visit data. Select the required option and click Next. If you choose to transfer both settings and data then the complete version 4 database will be copied to version 5. You must ensure you have enough disk space for this. Note: If you still have your web server log files, you can also import your logs into the version 5 database. When the wizard completes you can start the WhosOn Version 5 server to review the transferred settings. Notes: Version 5 no longer supports MySQL. If your existing version 4 database is in MySQL format then you can only transfer the settings. You will need to re-import the log files if you want to transfer visit history into the new Version 5 database. Installing Before installing make sure you are logged on with full Administrator rights. If you have purchased WhosOn on CD simply insert the CD into the CD drive the setup program will start automatically. If you have downloaded the setup file, simply double-click it to start the installation. The setup uses the Windows Installer Service to install the program. Post Install Checklist Firewall If you are using a firewall, ensure that ports 8080 & 8011 are open. This will allow WhosOn page tagging requests and WhosOn Client users to connect from the Internet. If you use port-forwarding on your router, ensure that traffic on these ports are forwarded to the WhosOn PC (most routers will do this automatically). IIS Ensure IIS is installed and running and that the Default Web Site is started. Ensure that the 'chat' virtual directory exists under the default web site (the WhosOn setup will have created this). Ensure the.net Framework 2 is installed and enabled in IIS. Uninstalling To uninstall WhosOn use the Add/Remove Programs option in the Windows Control Panel. Note: If you have used WhosOn and have created a WhosOn Database use the Reconfigure Database tool to remove it before uninstalling. 26

27 Exploring WhosOn Installable Edition WhosOn consists of a number of separate applications: 1. The WhosOn Administrator This application is used to setup the sites that you want to monitor and to configure the WhosOn Server service. 2. The WhosOn Server The WhosOn Server runs as a system service and handles visitor tracking, chat sessions and remote client users. A number of ancillary services run alongside the WhosOn Server (The Gateway service, Query service & Scheduled Reports service). 3. The WhosOn Client The WhosOn Client is the application that enables users to view visitor activity, take chat requests and view various reports. The Client can run on multiple remote computers. It uses a secure TCP/IP connection to connect to the WhosOn Server. Versions of the Client are available for Windows, Mac, Linux and other operating systems. 27

28 The WhosOn Administrator - Introduction The WhosOn Administrator is used to configure the WhosOn Server Service. The WhosOn server runs as a system service and is designed to be left running at all times. The WhosOn Administrator is a separate application that you can use to start & stop the WhosOn Server service and to create & edit monitored sites. The WhosOn server tracks visitor activity on your sites in real time. It also sends information to the WhosOn Clients, so that remote operators can watch live stats. The WhosOn Server also includes the visitor chat server, which enables visitors to chat to operators as they browse. You can start the WhosOn Administrator from the Start menu - WhosOn Installable Version 5 folder. When the Administrator starts you must first login: The default user name is Admin with no password. You can change the default user name & password in the program options. If you are using the Enterprise Edition of WhosOn you can also select a remote WhosOn Server to manage. Once the Administrator is connected to the WhosOn server, the summary window will show the server status: 28

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30 The WhosOn Client - Introduction The WhosOn Client is the program you should use to view visitor information and to receive chat requests. You can start the WhosOn Client from the Start menu - WhosOn folder. The Client can be used on the same PC that runs the WhosOn Server, or on separate 'remote' PC's. The Client connects to the WhosOn server using the standard TCP/IP protocol. Multiple Clients can connect to a single WhosOn server at the same time (license permitting). By default, Clients connect to the server via TCP port You should ensure that this port is open on your firewall if you want to use the Client from outside your network. Whilst the WhosOn Administrator does shows total active visitors on each site, the WhosOn Client shows much more information: You can install the Client on multiple PC's. To install the Client only, run the Client Only setup program. This can be downloaded from our downloads page. In addition to the Windows based Client we also have native Mac and Linux versions. Security All data sent to and from remote WhosOn Clients are encrypted using 256 bit AES encryption. The secret key used for encryption changes with each connection and is exchanged using a public/private key pair. This makes it completely safe to use the WhosOn Client over the Internet. User Access User of the WhosOn Client login with a user name & password. You can define a separate user name and password for each site monitored by WhosOn. Client users will only see sites that have a matching user name & password. 30

31 The Enterprise Edition of WhosOn also allows the creation of 'named users' a named user can be assigned a list of monitored sites that they are allowed to see along with various other access rights. Named users also have their activity recorded in the WhosOn database allowing managers to view activity reports. See: The WhosOn Client for more information. 31

32 WhosOn Chat Introduction WhosOn includes a visitor chat application that visitors on your web sites can use to chat to operators within your organization. Operators use the WhosOn Client to respond to chat requests. The chat application is completely web based and requires no downloads or plugins to be installed by the visitor. When you install WhosOn a 'chat' virtual directory is added to your default web site in IIS. This can be used by any of your web sites (regardless of where they are hosted), by simply creating links to it or by using the WhosOn Tracking code. Chat sessions can be secured by assigning an SSL certificate to your IIS web site. A number of 'Themes' are included allowing you to change the appearance of the chat window for each of your monitored sites. You can also edit existing themes if you wish. The logo shown to the right of the chat window can be changed for each site. You can create pre and post-chat surveys for gathering information before or after visitor chat sessions. 32

33 WhosOn Web Charts & Reports The Web Based Charts & Reports viewer is installed automatically during the main WhosOn setup. It allows users to view current visitors, visitor lists and charts & reports via a browser interface. The Web Based Charts & Reports viewer is implemented as a.net ASPX application, so you will need to install the.net Framework 2.0 first (Windows XP & 2003 already have the.net Framework). It is installed by default as a virtual directory called 'whosoncharts' under the Default Web Site in IIS. If you want to move this to another website, simply create a virtual directory in IIS and point it to C:\Program Files\WhosOnV5\WhosOnWeb\ Logging In When you start the Web Charts application you must first login. Enter either the global user name (this defaults to 'Admin' and no password) or a site specific user name. You will then only be able to view data for sites that you have access to. You cannot use the Web Charts without specifying a user name. If you have not done so already you should enable access control for web access and specify a global user Name/password. To do this choose File...Options in the WhosOn Server. Select the Remote Access - Web Access tab. Check the Enable Access Control For Web Access check box and enter a User Name/Password. This user name will give you access to data for all sites & groups defined in WhosOn. You can specify site specific user names on the Remote Access tab on the Site Properties. You can select the Site you want to view tabs at the top of the browser window. Traffic Summary 33

34 This view shows a summary for the current day of your traffic. It also shows top referrers, keywords and site entry alerts. You can change the day and view earlier days by selecting the Change Date option at the top. Current Visitors Select this option to view currently active visitors. The WhosOn server must be running for this report to work. The view will refresh itself every few seconds with updated information. Visit Lists You can view lists of visits for today or any previous day. You can also select to view visitors for specific Alert types, Prospects, Customers, New Visitors, Returning Visitors etc. Visitor Search Use thus option to search for visits. Enter the search criteria and then select the 'search for' option from the drop down. You can search for IP address, DNS Name, Organization Name and Entry page. You can use % characters to do a LIKE search, for example, enter 67.% to search for any IP address beginning with 67. The report will then list all visits (on all dates) that match the criteria. Chat Sessions This option allows you to view chat sessions for the current day, week, month and year. You can also do full text searches on all chat transcripts. Charts & Reports Most Charts & Reports allow you to enter a Date Range in the From and To date entries. When you start Charts & Reports the date range defaults to Jan 1 st for the current year to the present date. If you change a date click the Refresh button to update the chart or report. You can also move back or forward by 1 day, week, month or year. Charts that chart by date can also show data grouped by Day, Week or Month. When viewing visitor traffic reports by date it s often useful to just concentrate on weekdays since Saturdays & Sundays will always have lower figures. Click the Exclude Weekends to exclude results for Saturdays & Sundays from the view. Exporting To Excel Live stats, visitor lists and reports can be exported to Microsoft Excel. Click the button at the bottom of the page. The Excel file will then be automatically downloaded to your machine. Excel will then start with the downloaded file. 34

35 Using The Server Web Access Option In addition to the WhosOn Client and the Browser Based Interface option, WhosOn also includes a 'web access' feature. The WhosOn Server itself acts as a mini-web server and can be used to view live stats, visitor total summaries and visitor lists via a browser. This feature requires no setting up and does not need IIS or anything else running to work (apart from the WhosOn server itself). Its very useful for quickly checking your server remotely. To use the Web Access option, simply point your browser at: Where {whosonserver} is the IP address or DNS name of the PC running WhosOn. The port 8004 is configurable in program options - Remote Access - Web Access tab. We recommend leaving it set to 8004 unless this port is already used. If you want to be able to use the Web Access option from outside your network you will need to open this port on your firewall. When you start the Web Access option you must first login: 35

36 Enter either the global user name/password or a site-specific user name/password. If you enter a site specific user name then you will only see site data for sites with a matching user name/password. You will then see a list of monitored web sites: Click the site domain name to view live stats for that site. Click the Entry Alerts, Prospects and Customer total to view lists of visitors for the current day. When viewing visitor lists you can click the Visit Number to view full details of the visit. Click the Log Off button to end your session. 36

37 GEO-IP WhosOn will display a visitor's geographical location based on their IP address. This is referred to as 'Geo- IP'. The location is shown as Country - City and Region. WhosOn does this by quickly looking up the Geo-IP information from a database when a visitor arrives at your site. This database maps IP addresses to geographical locations. The database is installed during the main setup. It is highly optimised for WhosOn, allowing for very fast lookups. Of course this database changes over time as IP addresses are reassigned throughout the world. We update the database once per month. As a registered user you can download free updates of this database for 6 months following purchase. You can continue to receive free updates of the Geo-IP database by purchasing Upgrade Protection. Users who have purchased WhosOn via a subscription receive updates for the life of their subscription. Adding Visitor Organization WhosOn can also show the visitor's Organization and Latitude, Longitude. This is done by looking up the extended information using another database. By default the organization database is not installed with the main setup (because of its size - it is over 50mb compressed). All registered users can download this database free of charge from our web site. This database is also updated once per month. Each purchase of WhosOn includes 6 months of free updates of the GEO-IP database. After this time you can optionally purchase extended support. The organization name that is shown is the name that is registered to the visitors IP address. For most larger businesses this will be the actual business name. For home users and businesses using dial-up connections, it will be their ISP name. Example of Geo-IP information: 37

38 This sample shows the Geo-IP for a visitor to our web site. Clicking the View Map button we can actually view the visitors location: 38

39 Clicking the Search For Organization button we can lookup the visitor's Organization via Google. 39

40 Overview Diagram The above chart shows the flow diagram of a typical WhosOn setup. The WhosOn server reads visitor information either from web server log files or from embedded code (page tagging) via the WhosOn Gateway. The WhosOn server can be installed on the web server itself, or on a separate PC. 40

41 Multiple WhosOn Clients can connect to the WhosOn server via TCP/IP (default port 8011) to view visitor information and to receive chat requests. WhosOn Clients can connect either via an internal network or from outside via the Internet. The WhosOn server receives chat requests directly. It then sends the chat request to the connected clients (depending on which domain the clients are monitoring). It than creates a 'bridge' between the visitor and the operator. The WhosOn server updates the WhosOn database in real time. The web based Charts & Reports tool can be used to view reports on this data. Starting The WhosOn Administrator To start WhosOn for the first time, double-click the WhosOn icon on your desktop, or select WhosOn Administrator from the Windows Start menu WhosOn Installable Version 5 folder. The login form will appear: The default User Name is Admin with no password. Click Connect to start the WhosOn Administrator. Now See: Database Create Wizard Quick Start - Setting Up Live Stats & Visitor Chat 41

42 Registering WhosOn When WhosOn is first started the Registration Wizard will appear: Enter your Company Name & Contact Name and click Next to continue Now enter your Address. It s important that you enter a valid address here. If you are evaluating WhosOn this is the address that s used to send you your Evaluation Serial Number. We also use this address to send notifications of product updates. Note: If you don t want to receive notifications by uncheck the Would you like us to keep you informed via of product updates? check box. All addresses are kept strictly private. Please enter your Country and details of how you found WhosOn. This information is optional. If you haven t yet purchased WhosOn and don t have a serial number you can request an evaluation serial number to be ed to you. Click the Get A Free 30 Day Evaluation Serial Number button. A serial will be ed to you (using the address previously specified) within a few minutes (if you do not have Internet access on the machine you are installing WhosOn on please send us an requesting an evaluation serial number and we will send you one). Once you have your serial number click Next to continue. Enter your Serial Number and click Next to Register. The Registration Wizard will then connect to the Internet to obtain your license. If the connection fails for some reason a message will be displayed showing a link you can use to get an unlock code manually. If you are evaluating WhosOn and (we hope!) purchase it later, you can restart the Registration Wizard to enter your new serial number by choosing Register Product from the File menu using the WhosOn Administrator. 42

43 Starting The WhosOn Administrator To start WhosOn for the first time, double-click the WhosOn icon on your desktop, or select WhosOn Administrator from the Windows Start menu WhosOn Installable Version 5 folder. The login form will appear: The default User Name is Admin with no password. Click Connect to start the WhosOn Administrator. Now See: Database Create Wizard Quick Start - Setting Up Live Stats & Visitor Chat 43

44 Creating The WhosOn Database When you start the WhosOn Administrator for the first time the Create Database Wizard will automatically start. This Wizard will create a new empty WhosOn Database. The WhosOn database must be created before you can start using WhosOn. You now need to select the Database to use to store your WhosOn Data. Currently WhosOn supports SQL Server 2005 or SQL Server 2008 (full or 'express' editions). Note: The database server must be installed and running before you proceed any further. See: Installing A Database Server Click Next to continue. 44

45 The following settings do not normally need to be changed. They only need to be changed if you want to use a database server that is running on a different PC than WhosOn. For SQL Server you must select the SQL Server Instance this is the computer name on your network that s running the SQL Server you want to use. It defaults to your current PC name. Note: If you want to use a SQL Server that is on another PC you may need to enter the instance as PCNAME\SQLServerInstanceName Check the Use NT Authentication option if you want WhosOn to use Windows integrated login security (this is the default and should always be used unless you have changed the security settings on the WhosOn Database). Otherwise you must specify the User Name & Password. Click Next to continue. 45

46 Enter the Database Name. This defaults to WhosOnV5 and normally does not need to be changed. At this stage you can also change the default location of the database. Click Next to create the database. 46

47 The Wizard will then display the Current Database Configuration once the database has been successfully created. You can start the wizard again by selecting Configure WhosOn Database from the File menu. You can then remove the database by clicking the Remove Database button. Click Finish to close the Wizard. Now See: Quick Start - Setting Up Live Stats & Visitor Chat 47

48 Setting Up Live Stats & Visitor Chat - Quick Start Once you have created the WhosOn Database, the WhosOn Administrator will start the WhosOn Server services. Setting Up WhosOn Involves the following steps: 1. Adding a 'Site' to WhosOn A 'site' is generally one of your web sites, or you can split a large website into multiple 'sites' in WhosOn. You can create as many sites in WhosOn as you need. 2. Setting Your Public IP Address Before visitors can be tracked or chat requests can be taken, you must specify the Public IP Address or DNS Name of your WhosOn Server. 3. Embedding The WhosOn Tracking Code Into Your Web Pages Once the public IP/DNS name is specified, you use the WhosOn Client to generate the tracking code for the 'site'. You then add this code to your web pages and upload the amended pages to your web server. It doesn't matter to WhosOn where or how your web site is hosted. It can be on any type of web server in any location. 4. Testing Once the code is embedded and uploaded to your website you will start to see live visitor activity in the WhosOn Client. A 'click to chat' will appear on your web pages at the location where you placed the tracking code. 5. Add More Sites Once you have verified that visitor tracking and live chat are working, then you can add more sites to WhosOn. 6. Distribute The WhosOn Client You can install the WhosOn Client on any number of PC's to enable multiple operators to monitor your web sites and respond to chat requests. Because no monitored sites have been setup yet the New Site Wizard will start automatically. You can start the New Site Wizard manually by clicking the Add Site button from the toolbar. 48

49 If you are running IIS to host your website on the same server as WhosOn then you can import the site details from IIS itself. If your website is hosted elsewhere then unselect the Import A Site From IIS option. Click Next to continue. 49

50 Enter your site Name and Domain Name. Click Next to continue. 50

51 You can now select the Visitor Tracking Method. WhosOn can track visitors using JavaScript code that you embed into your web pages (this method is called 'page tagging'), or by using the log files from your web server. Page tagging is the recommended option - since it provides faster performance and accuracy. Log files can only be used if WhosOn is being run on your web server itself. Select Use The WhosOn Gateway option and click Next to continue. The Allow Remote Access To This Site Via The WhosOn Client option needs to be enabled. This will allow you to view the visitor activity for this site via the WhosOn Client. You can specify a User Name & Password for this site. If a user name/password is specified then only users of the WhosOn Client that connect with the same username/password will be able to see this site in their visitor views and reports. If you leave the username/password blank then the default system-wide username will be assumed. Click Next to continue. 51

52 Enter the Address and Contact Name for this site. WhosOn will can send various alerts and reports via . Enter the address to receive these for this site. If the address is left blank then the default address will be assumed. Click Next to continue. 52

53 The Wizard is now complete. Click the Send Setup button if you want WhosOn to send a setup to the address specified. This setup contains the download link and login information for the WhosOn Client. Click the Create Tracking Code button to generate the page tagging code that you need to embed into your web pages. This can also be done later via the WhosOn Client. Click the Finish button to close the Wizard. The site will then be added to WhosOn. 53

54 Setting Your Public IP Address or DNS Name Before visitors can be tracked or chat requests can be taken, you must specify the Public IP Address or DNS Name of your WhosOn Server. A 'public' IP address is the Internet IP address that is visible to other users on the Internet and is 'static'. A static IP address is one that does not change each time you connect to the Internet. WhosOn automatically obtains your public IP address when the Administrator is first started. This shows in the Server Status window against the External Gateway Address entry. If this is incorrect, or if you want to change it select the Public IP Setup Wizard option from the File menu. Note: The 'File' menu is opened by clicking the large round button in the top left corner of the Administrator window or by pressing ALT-F. Users With Dynamic IP Address If you do not have a static IP address you can use a service that maps a permanent DNS name to a dynamic IP. For example, - once you have a permanent DNS name use you should specify this in the Setup Wizard. Checking Your Firewall If you are using a firewall, ensure that ports 8080 & 8011 are open. This will allow WhosOn page tagging requests and WhosOn Client users to connect from the Internet. If you use port-forwarding on your router, ensure that traffic on these ports are forwarded to the WhosOn PC (most routers will do this automatically). 54

55 Embedding The Tracking Code Start the WhosOn Client from the WhosOn Start menu. The WhosOn Client is used to monitor your web site visitors and to view reports and take chat requests. The Client can be run on remote PC's. It connects to the WhosOn Server via TCP/IP port You will see your newly added site in the Monitored Sites tree. Click it so that it is selected. Click the Options tab on the ribbon bar. 55

56 Now click the Create Tracking Code button. 56

57 The code that you need to embed into your pages will be shown (for SSL pages select the SSL Pages tab). Click the Copy To Clipboard button to copy the code to your clipboard. You can then paste it into the HTML of your web pages. Once the code is embedded you will start seeing visitors appear in your WhosOn Client. Right-click a visitor to view visit details or send chat 'invites'. Visitors will be able to click the:..link to start a chat session. You will then be able to chat to yourself. You can view a test page to check that everything is working. Click the Create A Test Page button. If you do not maintain your web site code yourself, click the To Web Designer button to create an message to send to your web designer. You can customize that chat graphics on the Visitor Chat tab of the Site Properties. Server-Side Tracking If your website is developed using a server-side language, such as ASP, ASPX or PHP, you can also track visitors via 'server-side' code. This is code that is executed on the web server before the page is sent to the visitor. This has advantages over 'client-side' tracking using JavaScript. Click the Server-Side Tracking button to view the help page for more information. Non-JavaScript Tracking 57

58 If you want to track page views on sites that do not allow JavaScript, like MySpace, Blogs, ebay sites etc or in your Signature, click the Non-JavaScript Tracking button and paste the code shown into your pages. See: Tracking Visitors Without Using JavaScript for more information. See Also: Server Main Settings Site Settings The WhosOn Client 58

59 Troubleshooting Visitor Tracking Not Working 1. Make sure the tracking code is referencing your public IP/DNS name and not 'localhost'. If the tracking code contains a link to 'localhost' then you will have generated the tracking code before setting your public IP. Try restarting the WhosOn Services and WhosOn Client and re-generating the tracking code. 2. Check that port 8080 is open on your firewall. If your public IP address is assigned to your router and not the WhosOn PC itself, then make sure that port forwarding is setup on your router to route traffic for port 8080 to the WhosOn PC. 3. Check no other applications are using port If so, you can change the port via the WhosOn Administrator - Program Options - Remote Access - WhosOn Gateway - Listen For Page Tagging Requests On Port. If you change the port you will need to restart the WhosOn Services and re-generate the tracking code. 4. Make sure the WhosOn Server service is started. Chat Window Not Displaying 1. Make sure that IIS is installed and started on the WhosOn PC. Ensure that.net Framework 2 is installed and enabled. 2. Check that the 'chat' virtual directory has been created under your Default Web Site (this should have been done automatically as part of the WhosOn setup). 3. Make sure that Default Web Site is started. 4. Check that port 80 is open on your firewall (and port 443 if you are using the chat over SSL). 5. If you have deleted or stopped the Default Web Site in IIS then you can create a 'chat' virtual directory under one of your other web sites. Point the virtual directory to the C:\Program Files\WhosOnV5\Chat\ folder. If you change the 'chat' virtual directory location then you will need to specify the 'chat url' setting in the WhosOn Administrator - Program Options - Chat Server - Chat URL. If you change this setting, restart the WhosOn Server service. Client Users Cannot Connect 1. Make sure port 8011 is open on the firewall (check both hardware and Windows firewalls). If users are connecting over the Internet and your public ip address is assigned to your router and not the WhosOn PC itself, then make sure that port forwarding is setup on your router to route traffic for port 8011 to the WhosOn PC. 2. Make sure Client Users are specifying the correct 'Authentication String' in their connection options. The Authentication string is set in the WhosOn Administrator - Program Options - Remote Access - Remote Clients - Authentication String. 3. Make sure Client Users are specifying the correct User Name & Password. You can define a global user name/password in the WhosOn Administrator - Program Options - Remote Access - Remote Clients - Default User Name/Password. Users who connect with this user name will see ALL sites that you have setup. You can define 'site specific' user names against each site. 59

60 WhosOn Program Options This chapter describes the main program options. Please take some time to read this section and go though each of the options so you gain a better understanding of what WhosOn can do. To access the program options, choose File - Program Options in the WhosOn Administrator. Note: The 'File' menu is accessed via the large round button in the top left corner of the Administrator window. 60

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62 General Settings Settings Perform Reverse DNS Lookups When Visitors Arrive Select this option if you want WhosOn to perform a reverse DNS lookup on the visitors IP address when they arrive at your site. Once WhosOn has done the lookup the visitors full DNS name will be shown. WhosOn maintains a database table of resolved IP addresses and only does a lookup if the DNS name is not already known. If this option is enabled you must enter the IP address of the DNS Server to use. WhosOn will retrieve this for you from your network settings, but you can change it if you find that reverse DNS lookups are not working. Ignore Spiders Check this option if you want WhosOn to ignore spiders completely. If not checked spiders will appear in the Current Visitors list and be added to the Spiders list. Spider visit records will also be stored in the database. Hide Passwords On Settings Forms If this option is selected then all password entries in WhosOn will show as **** Visit Timeout Assume Visitor Has Left Site If No Activity For xx Minutes Enter the number of minutes that WhosOn should wait before removing a non-moving visitor from the Current Visitors list. If you are using the WhosOn Gateway to track visitors then visitor sessions will end when the visitor closes their browser or leaves your site to go elsewhere. The timeout value specified here will be used when the Gateway is not used, or for visitors that do not allow Javascript to be executed on their browser. WhosOn can send you s when the following events occur: Exceptions are raised you can define which exceptions are ed. See: Exceptions Alerts are raised when visitors arrive at your site and trigger an alert. Prospects are detected WhosOn can also send you ed summary reports each day. You can also most views & lists. This tab is used to define how WhosOn sends s. SMTP Server Name or IP Address WhosOn uses SMTP to send s. You must specify the SMTP Server to use. From Address Enter a valid from address. Some mail servers will expect this address to exist. User Name/Password Depending on your mail server you may need to specify a user name & password. Subject Line Enter any text you like for the default subject line of sent by WhosOn. Default Recipients You can specify recipients on a site-by-site basis See: Site Settings Tab. You can also specify a global address. If a global address (or addresses) is specified then WhosOn will send s to both the 62

63 global and site specific recipients. You can leave the global address blank and just use site specific addresses if you like. Send Pending s Every xx Minutes As events are raised WhosOn does not send them right away. Instead it adds them to a queue of pending s and sends the queue in a batch every few minutes. You can change the interval here. This setting will stop you from getting many individual s in one go. If WhosOn needs to send you several messages it will combine them into 1 and send it when the next batch is sent. Send Test Use this button to verify your settings are working. When you run a test a list of SMTP commands and return values will be displayed allowing you to trace any problems. Sounds This tab allows you to select sound files used by WhosOn and to enable or disable sounds. Make A Sound When A New Visitor Arrives Enable this option if you want WhosOn to play a sound when a new visitor arrives at your site. This option is disabled by default since it can get annoying on busy sites! Make A Sound When Prospects Are Detected Enable this option if you want WhosOn to play a sound when new Prospects are detected. See: Prospect Detection Make A Sound When Hackers Are Detected Enable this option if you want WhosOn to play a sound whenever the hacker detected exception is raised for a visitor. You can also define specific sounds for Alerts See: Site Settings Alerts Note: WhosOn never makes sounds during the first scan after a restart. Only new visitors arriving after the first scan will make sounds. Time Zone Use this tab to change the GMT bias value that WhosOn uses to convert times stored in GMT format to your local time. Most web servers store times in log files in GMT format the time of day in Greenwich United Kingdom (Greenwich Mean Time). This time must be converted by WhosOn into your local time. By default WhosOn uses your regional settings (defined in the Windows Control Panel) to make the conversion. However you can change the GMT bias here. Use System Settings To Convert GMT To Local Time Disable this option if you want to specify your own GMT Bias. You may need to do this if you web server is in a different time zone than the WhosOn PC. You can specify a GMT bias as +/- minutes that your local time is different than GMT. Note: You can also specify a GMT bias on a site by site basis: See:Site Settings General Tab 63

64 Visitor Tracking Common Referrers WhosOn allows you to create entry Alerts against each site. When a visitor enters your site they will be added to the Alerts list if they entered your site by any of the entry alerts setup for the site. See: Site Settings Alerts Tab When you setup a site WhosOn creates a default alert for all visitors from anywhere. This means all visitors (apart from Spiders) show as alerts. You can add more alerts if you choose. For example, you could create an alert for visitors from the referrer Google that enter your site on page googleindex.htm this alert could play a sound or send an and it can show in a different color on the alerts list. The Common Referrers tab lets you specify a list of common referrers that you can then use to create entry alerts for. All of the main search engines are included by default. You can add your own at the end of the list. Enter the Name of the referrer in the Name column. In the Look For column enter the distinct text that WhosOn searches for in the referrer string. If found WhosOn will know that the visitor was referred by your named referrer. File Types When WhosOn scans your log files it only tracks human readable files. Graphic files are ignored (these can make up the bulk of your log files). This list lets you specify the file types that WhosOn watches for. You should delete the file types that are not used on your site. This will improve performance. To delete a type simply blank it out. All of the main file types are included by default. You can add more by simply adding the file type extension to the list (don t include the dot). The Flag As Downloaded check box allows you to specify if the file type is a downloadable file (such as an EXE or ZIP file). Downloadable files are added to the Downloaded files table in the database and can be reported on. DNS Grouping Some ISP's re-assign IP addresses to their dial-up customers on a frequent basis. This can give the impression of multiple visitors from the same domain, when in fact it will be just 1 actual person. For instance: The DNS proxy12.aol.com arrives at your site at 10:00, following 30 seconds later by proxy21.aol.com, then proxy34.aol.com appears! These are not 3 separate visitors, but 1 visitor using AOL. WhosOn handles this by allowing you to group visitors from the same stop level domain together as a single visitor if the multiple visits arrive within a few minutes of each other. For DNS Grouping to work, WhosOn needs to have already resolved the visitors IP address. This is so that WhosOn can quickly lookup a visitors DNS name from it's database before checking it against the DNS Groups that you have set up. This means that DNS grouping will work better over time as WhosOn builds up it's database of resolved IP addresses. 64

65 Exception Raising Exception Types This tab allows you to define which exceptions will be raised by WhosOn and what actions WhosOn will perform when an exception is raised. Exceptions are errors on your site or events that are out of the ordinary that may require your attention. Exceptions are raised for things like 404 errors, hacker attempts, your web site not responding etc. When exceptions are raised they are added to the Exceptions List. They can also be ed to you, sent via an SMS text message, sent via a network message to the WhosOn Clients, or added to the Windows event log. Exceptions are designed to keep you informed in real-time about events happening on your web server that may need your attention. The following exception types can currently be raised by WhosOn: No# Details Default Value For X 110 More than x active visitors No visitors for x minutes Single visitor on site for more than x minutes Single visitor viewed more than x pages Same visitor returning more than x times during a day Same visitor returning more than x times Single visitor viewed pages [page] for more than x minutes The EXE file [filename] was requested 151 The DLL file [filename] was requested 152 The BAT file [filename] was requested 153 The VBS file [filename] was requested 160 The requested path contains../ 161 Visitor generated more then x 404 errors Visitor used a PUT request on page [page] 163 Visitor used a DELETE request on page [page] 164 Visitor requested more than x pages in 1 minute Possible HACKER detected! 166 IP was blocked from IIS after hacker exceptions raised. 170 Touch failed with error [error]. The web server may be down! 171 Touch resumed. The web server is back up. 180 Failed to logon to SQL Server [servername]. SQL Server may be down. 181 Login to SQL Server resumed. 200 Visitor has requested a chat. 202 Visitor has started chatting to [operator name] 204 Visitor requested a chat but no operators responded even though operators are on-line. 400 HTTP Bad request on page [lastpage] 401 HTTP Unauthorized on page [lastpage] 403 HTTP Forbidden on page [lastpage] 404 HTTP Page [lastpage] not found 404 error 405 HTTP Method not allowed on page [lastpage] 406 HTTP Not acceptable on page [lastpage] 407 HTTP Proxy authentication required on page [lastpage] 408 HTTP Request timeout on page [lastpage] 409 HTTP Conflict on page [lastpage] 410 HTTP Gone on page [lastpage] 411 HTTP Length required on page [lastpage] 412 HTTP Precondition failed on page [lastpage] 65

66 413 HTTP Request entity too large on page [lastpage] 414 HTTP Request URI too long on page [lastpage] 415 HTTP Unsupported media type on page [lastpage] 416 HTTP Requested range not satisfiable on page [lastpage] 417 HTTP Expectation failed on page [lastpage] 500 HTTP Internal server error on page [lastpage] 502 HTTP Bad gateway on page [lastpage] 503 HTTP Server Overloaded! 504 HTTP Gateway timeout 505 HTTP Version not supported 900 Unrecognized browser: [browser] 902 New unknown spider detected. Exceptions correspond to all the standard HTTP error codes. For example if a missing page is requested exception 404 will be raised Page Not Found. Some exceptions contain a variable value that can be changed. You can enable or disable exception raising for each type and you can define what WhosOn should do when the Exception is raised. Editing Exception Types To edit an Exception select it in the list and click the Edit Exception button. Uncheck the Raise This Exception checkbox to stop WhosOn raising the exception. The Value entry allows you to enter a numeric value against the exceptions that are triggered against a value. For example, the exception: '122 No visitors for [value] minutes' defaults to 60 minutes but you can change it to any value. You can edit the Description of the exception if you choose but leave the [value] string somewhere in the text. The rest of the tabs on the Exception Type form are used to configure what WhosOn should do when the exception is raised: 66

67 Exceptions can be ed to you as they are raised, allowing you to take immediate action. Check the Send An When This Exception Is Raised checkbox against the exceptions you want to be ed. You can also enter specific addresses. If you leave the address blank then exception will be sent to the default address. Popup Message WhosOn can send a popup message to the WhosOn Clients. Check the Send A Popup Alert To Clients When This Exception Is Raised checkbox to enable exception popups. You can enter specific Client Names to receive popup messages for this exception. If you leave this entry blank the popup will be sent to all clients responsible for the site. SMS Text WhosOn can send a message to a pager or mobile phone. You can enter the phone number to receive the message. (See: SMS Text Settings). You can also define a default phone number for each monitored site. Event Log WhosOn can add the exception to the windows Event Log. You can select the level of event. 67

68 Run Program Exceptions can trigger the execution of a program or script. If you enable this option you must enter the full path & name of the program to execute. If you want to run a Windows script enter the scripting host exe (wscript.exe) followed by the script name. Before the program or script is run WhosOn sets the following Environment variables: whosonipaddress whosonexceptionnumber whosonexceptionvalue whosonsitename Will contain the visitors IP address that caused the exception to be raised (if any). Will contain the exception number. Will contain the value figure. The name of the site raising the exception. You can then use these values in the external program or script to take action on. 68

69 Hacker Detection WhosOn can detect visitors that may be trying to hack your site by watching for combinations of Exceptions that the visitor is raising. When a new visitor arrives at your site WhosOn assigns them the 'Hackcount' of zero. This 'Hackcount' is incremented when certain exceptions are raised by the visitor. When the Hackcount reaches a certain value, the visitor is flagged as a possible hacker and the 'Hacker Detected' exception (number 165) is raised. You can setup actions against the Hacker Detected Exception. You could have the Exception ed to you or sent to the WhosOn Clients. You could also run a program or script. When the Hacker Detected exception is raised against the visitor, the visitors icon immediately changes in the Current Visitor list to a. WhosOn saves the Hackcount against the visitor in the database, so that when the visitor returns to your site in the future, WhosOn knows that previously the visitor has triggered the hacker exception. You can enable Automatic Exclusion from IIS if you have imported the site details from IIS. This can be used to automatically exclude visitors from IIS itself who repeatedly cause the hacker exception to be raised. (See: Site Settings IIS Tab) The following exceptions cause the Hackcount to be incremented: Number Exception Type Increments Hackcount By 150 EXE file requested error DLL file requested error Requested path contains../ PUT requested error DELETE requested error More than x 404 errors Visitor requested more than x pages in 1 minute 1 For example, if a visitor requested '../../cmd.exe' and this generated a 404 error, the Hackcount would be incremented by 3. SMS Text Settings WhosOn is capable of sending SMS messages when exceptions occur, and when new Prospects, Customers or Chat requests occur. The actual sending of SMS messages is done by our SMS Server Gateway. Before sending SMS messages you need to setup an SMS Server Account and purchase 'credits'. SMS messages cost between $.12 and $.05 each depending on the country and network of the receiver. The receiver of the SMS is not charged anything. 2DB can send messages to almost all countries and networks. For full details of coverage and pricing see Click the Start The SMS Account Manager button to start the SMS Server Account Manager. Here you can create a new account and purchase credits and view your current balance. Once you have setup an account enter the SMS Server Account User Name and Password. WhosOn will use this when it sends SMS messages. Each message sent will reduce your account balance. 69

70 Remote Clients This tab is used to configure support for WhosOn Remote Clients. WhosOn Clients are programs that run on separate machines from the WhosOn Server. Clients can be used to view live visitor information (much more information than you can view using the server itself). Clients can also chat to visitors, receive popup messages & chat requests. If you want to disable remote client support uncheck the Enable Remote Client Access check box. Clients Connect On Port By default WhosOn listens on port 8011 for Client connections. You can change this to any available port number. Clients must specify the new port in their client program options before connecting. Make sure this port is open on your Firewall if you want Clients to be able to connect from the Internet. Bind To Interface By default WhosOn listens for client connections on all network interfaces. You can however bind to a specific network interface by selecting the appropriate network card. This can be useful in machines with multiple network interfaces (multihomed). Authentication String The Authentication Stringd efaults to the computer name. However it can be any string of characters. Clients must specify this string in their client program options in order to connect. This is a security mechanism that stops clients that do not know the authentication string from connecting. Global User Name/ Password This is the User Name/Password that can be used by WhosOn Clients and the Web Access options in order to view ALL monitored sites. You can also specify site specific User name/passwords (See: Site Settings Remote Access), and 'Named Users' (See: Creating Named Users) Remote Client Security All data sent to and from remote WhosOn Clients are encrypted using 256 bit encryption. The secret key used for encryption changes with each connection. This makes it safe to use the WhosOn Client over the Internet. 70

71 Web Access This tab is used to control the Web Access feature. The Web Access feature enables you to view Current Visitors, Alerts, Prospects, Exceptions & Spiders lists for the current day via a standard web browser. By default WhosOn serves HTML via Port Number 8004 this can be changed to any available port. Make sure this port is open on your Firewall if you want to use the web access feature across the Internet. To use the WhosOn Web Access simply open your browser at address You can replace localhost with the IP address or DNS name of the WhosOn PC to use Web Access from other PC s. If the IP address is an external Internet IP address then it will work across the Internet. The Logo File entry allows you to specify a graphic file that will be displayed on the opening pages. If no logo is specified the default WhosOn logo is displayed. You can require Web Access users to specify a User Name & Password. Check the Enable Access Control For Web Access to switch on access control. Enable the Keep Log Of All Web/WAP Access Activity if you want WhosOn to write each web access connection to a text file (stored in the \Data folder). Enable the Send An Whenever Web Access User Logs In option for WhosOn to send you an whenever someone logs into the web access. WAP Access You can use WAP to view Current Visitors & Alerts via your WAP enabled mobile phone. Enable the Enable WAP Access option to switch on WAP Access. The WAP site is accessed via the same site address as the web access. WhosOn will send WAP content if a WAP device connects and HTML otherwise. 71

72 Web Charts Web Charts URL Optional. If you are using the Web Charts module enter the URL here. This information will be sent to WhosOn Clients to enable a 'charts' button. Clients can then just click the button to launch the Web Charts. By default the Web Charts is installed under your default web site in IIS. You should enter the PUBLIC url to the web charts in this entry if you want WhosOn Client users to be able to view them remotely. 72

73 Client Setup This tab allows you to edit the Client Setup Template. When you create a new site in WhosOn, the new site wizard has the option of sending an to the site address. This will contain the Client connection details for the site. Setup s can also be sent via the WhosOn Administrator. You can edit the template here. The following field replacements can be used: %EXTERNALIP% The IP address or DNS name of the WhosOn Server PC %AUTHENTCATIONSTRING% The Authentication string specified in the Remote Clients settings %USERNAME% The Remote Access user name for the site. %PASSWORD% The remote access password for the site. %CONTACT% The contact name for the site. 73

74 Expired Subscription Message You can define sites within WhosOn has having a 'subscription end date'. This enables you to provide hosted live stats and chat services for customers and charge on a subscription basis. After the subscription end date, WhosOn will pause monitoring the site and send an to the site's address. You can specify the text of the here. 74

75 WhosOn Gateway The WhosOn Gateway is a system service that runs alongside the WhosOn Server service. It is in effect a mini web server that receives page tagging requests from web pages that you have embedded the WhosOn Tracking code into. When it receives a request it sends the visitor information to the WhosOn Server and also serves the chat 'available' or 'not available' images to your web pages. The Gateway has a number of configuration properties that you may need to change. Listen For Page Tagging Web Requests On Port By default the Gateway listens on port 8080 for web requests. This can be changed to any available port. SSL Port If you want to embed the WhosOn code into SSL pages and avoid the security warning then you must install a SSL certificate on the Gateway PC. This certificate must be registered to the domain or IP address of the Gateway PC. Enter the SSL port that the Gateway will use. Click the Select Certificate button to select the SSL Certificate store to use. Listen On IP Address Select the IP address that the Gateway will listen on. If you are running IIS on the same PC as the Gateway and want to use port 80 then you must select an IP address that is not being used by IIS. External Gateway Domain Name or IP Address You must enter the external public IP address or domain name of the Gateway PC. If the PC is on a private network behind a router then you must enter the router's public address. This value will have been automatically set during installation. Enable Page View Logging The Gateway can keep a log file of each page view. The Log File Import Wizard can be used to import this log file if you clear the WhosOn database and want to re-populate it with old visit data. Running The Gateway & IIS On The Same PC If you want to run the Gateway on the same PC as IIS (and use port 80 for the Gateway) then the PC must have two external IP addresses. By default IIS grabs all IP addresses for port 80 on the PC. This will clash with the Gateway if you want the Gateway to also listen on port 80 (which is recommended). To get around this you can configure IIS to only listen on certain IP addresses - allowing the Gateway & IIS to share port 80. To do this follow this Microsoft Knowledge Base article:

76 Chat Server Settings This tab is used to configure the built in visitor chat server. WhosOn allows your web site visitors to chat to WhosOn Clients within your organization in real time. WhosOn includes a Chat Client that you can place on your site that visitors can use when they want to chat to you. Live chat for visitors enables you to instantly respond to sales & support enquiries from customers & potential customers. The WhosOn Server routes visitor chat requests and messages to the WhosOn Clients. Check the Enable Chat Server to switch on the chat server. Port Number This is the port number used by the IIS Chat Client to communicate with the WhosOn Server. It is only used internally so it does not need to be open on your firewall. Port 8010 is the default but you can change it if this port is already in use. Bind To Interface By default WhosOn will listen on all network interfaces. You can however bind to a specific network adapter. This can be useful on machines with multiple network interfaces. Chat URL This is the public URL to the chat virtual directory. During installation the WhosOn Setup creates a 'chat' virtual directory under your default web site in IIS. This points to the Program Files\WhosOnV5\Chat folder. You may need to move the virtual directory to a different web site. In this entry you must specify the public URL to this virtual directory. The 'chatstart.htm' file should be the file request in the URL. Default Message Sent To Visitor On Connection This is the message that will be sent to a visitor when they request a chat. This message is sent only if there are currently operators connected and on-line. Message Send To Visitor If No Operators Are Available This message is sent if a visitor requests a chat but no Clients are connected and on-line. WhosOn will also raise an exception when this happens (exception 201). Send Server Based Canned Responses & Links To Clients Normally each client can create their own canned responses and links. If you enable this option then any canned responses and links created on the client run at the server will be sent to remote clients. This allows you to have company wide canned responses and links that are available to all connected clients. Clients will still be able to create their own - but the company wide ones will always show (and cannot be edited by remote clients). 76

77 Real Time Translation Real time translation allows visitors and operators to chat to each other in different languages. WhosOn will translate the chat text in real time in both directions. WhosOn can currently translate to and from the following languages: English, German, Spanish, French, Italian, Portuguese, Russian, Greek, Dutch, Swedish, Japanese, Chinese (Simplified), Korean, Arabic Real Time Translation is an optional premium feature. The actual translation is performed by a third party web service, which you need to subscribe to. You must purchase translation 'credits' and setup a translation account before translation will work. To enable real time translation, select the Enable Real Time Translation option You must then specify the translation account User name & Password. Click the Setup Translation Account button to create your translation account, or go to After you have created an account, enter the user name/password you used in the user name/password entries. Default Operator Language Specify the default language that your operators will use. In addition, individual operators can specify their own language in their WhosOn Client settings. You can also specify the above settings on a site-by-site basis. See Also: How It Works 77

78 Database Settings This tab shows the current database connection string that WhosOn is using. If you want to change the database type or location, select Configure WhosOn Database from the Administrator File menu. 78

79 Sleep Mode This tab is used to configure an optional period of 'sleep' for the server. During this time the server will not scan any sites and the database will be closed allowing you to back it up. You should enable sleep mode to correspond with your backup times. To enable sleep mode check the Enable Sleep Mode option. Enter the time to Go To Sleep At and the Wake Up At time. In between these times WhosOn will stop monitoring sites. After it wakes up it will 'catch up' with any missed visitors. No Exceptions will be raised during this time and the Touch feature will also be stopped. The Chat Services will still operate however. 79

80 Log File Archiving Settings This tab is used to configure the Log File Archiving feature. Against each site you can enable automatic log file archiving. WhosOn can save disk space on your web server by automatically compressing old log files into a ZIP compatible archive file. Log File Archiving must be switched on globally by checking the Enable Automatic Log File Archiving option it must also be switched-on on each individual site. The Default Days To Keep entry is used to define the number of days that log files should be kept before being archived. This setting can also be changed on a site by site basis. Choose a time to Run Auto-Archive At WhosOn will then run the auto archiving every day at that time. Log files with a modified date older than the days specified will be added to the archive file and then deleted from the log file folder. WhosOn maintains a log file of all archiving activity. Click the View Archive Log to view this file. 80

81 Site Properties This chapter describes all of the options you can define for a specific site being monitored by WhosOn. When you create a new site to be monitored using the New Site Wizard, WhosOn creates the site using default settings for those settings not specified in the Wizard. You can configure an existing site by selecting a site in the Monitored Sites Tree, then choosing Edit Site from the ribbon bar. Alternatively, right-click a site and choose Site Properties from the popup menu. The Site Properties form contains a number of tabs.. each will be described here. 81

82 General Site Name Enter the name of the site. This name must be unique for all sites being monitored. Save In Site Group Select the group to save the site into. You can create site groups on the Monitored Sites Tree. This helps to organize your sites when many are being monitored. You can also move a site into a group by rightclicking it in the Monitored Sites Tree and selecting Move To Group from the popup menu. See: Site Groups Domain Name Enter the domain name for this site. You should NOT specify the Note: If you change the domain name for an existing site then you will need to re-create the tracking code and re-embed it into your pages. Home Page For This Site Enter the default page for this site. WhosOn uses this if a root request is made (where no specific page is requested). Subscription/Demo Site If you are using WhosOn to provide live stats and chat services for other organizations (using the ISP Edition), you can specify when their subscription ends. After this date the site will automatically pause, and an will be sent to the customer. You can specify the text of the in the WhosOn Program Options - Remote Clients tab. Lookup Page Titles Via HTTP To Store In Database WhosOn can go and lookup your page title via HTTP. This can be stored in the database against the page header record. This is useful for page reporting where the full title can be shown instead of just the page file name. WhosOn will check the page once per week - it will only do a full download of the page if it has been modified since the last time the page was checked. WhosOn fetches the Title, Description & Keywords fields from your page to store in the database. You can also create a special <whoson> tag. WhosOn will use this in place of the title if it exists on your page. This allows you to have special page names just for WhosOn. Show Page Title Instead Of File Name In Views If you have enabled the above then you can choose to have the title displayed in the current visitors view instead of the page name. Use Default Time Zone This option allows you to adjust the GMT-bias on a site-by-site basis. You may need to do this if your web server is in a different time zone than you are. Or if the WhosOn server itself is in a different time zone than the WhosOn Clients that will be viewing this site. 82

83 Visitor Tracking This tab is used to define the method used to track visitors for the selected site. Visitor Tracking Method There are two choices here: 1. Use The Web Server Log Files Select this method if you want to track visitors by reading your web server log files. 2. Use Page Tagging Or Server-Side Tracking Via The WhosOn Gateway Select this method if you want to track visitors by using embedded code in your pages ('Page Tagging'). Using embedded code to track visitors has a number of advantages: Much faster updates of visitor stats. Better proactive 'invite' requests can be sent to visitors that will work through popup blockers (since the embedded Javascript 'pulls' the invite requests). Better performance of the WhosOn Server allowing it to handle high-volume sites. More sites can be monitored from a single WhosOn server due to performance improvements. More accurate tracking of visitors from the same IP (the gateway uses a unique Cookie for each visitor in addition to the visitors IP address and User Name). No requirement to have access to the web server log files, therefore will work on any type of web site regardless of where or how it is hosted. Ability to more accurately track when visitors leave your site instead of using an inactivity timeout. Max Concurrent Visitors You can specify the maximum number of concurrent visitors that WhosOn will track for this site. This enables you to place a traffic limit on a site by site basis. The limit does not affect the number of visitors that can view the actual website - only the number that are shown in WhosOn. If the limit is reached, WhosOn will send an to the site address at the end of the day to inform the user. Specify zero for no limit. Include Query String In Current Page Details If this option is selected then the query string will be shown with the page name in the Current Visitors view. Querystrings contain various parameters passed to the web page being viewed. For example, order.htm?product=1234&price=2 - here?product=1234&price=2 is the querystring and order.htm is the page name. You may not want querystrings shown if they contain sensitive information. Use The Web Server Log Files Select this option if you want to use your web server log files to track visitors. This option has the advantage that you do not need to make any changes to your web site and ALL visitor activity can be tracked (including Spiders and other automated 'bots'). After selecting this option you must then enter details of the type and location of your web server log files. if you do not know this information you will need to contact your web server administrator. Log File Type Select the type of log file for the site. See: Supported Log File Formats Scan Frequency You can specify how often WhosOn should scan the log files for this site. It defaults to every 2 seconds for directly accessible log files and every 1 minute for FTP access log files. 83

84 Log File Mask Enter the mask used to retrieve a list of log files from the log file folder. Log File Selection Method Used To Select The Most Recent Log File You shouldn't normally need to change this option. You can either choose 'Alphabetic' or 'Date'. If WhosOn is picking the wrong log file as the most recent, try changing this option. Unix File Format You should only need to check this option if you are accessing a log file via a network drive on a Unix or Linux machine. Log Files Use Local Time By default ALL web servers should store the date and time in the log files using Universal Time (or GMT - Greenwich Mean Time - the time in Greenwich England). Some web server administrators ignore this standard and set their web servers to store times in their local time. Select this option if this is the case. WhosOn will then perform no adjustment on the time. Log Files Location This tab is used to change the location of your web server log files for this site. Directly Accessed Log Files Enter the Full Drive and Path of the folder containing your log files. Or click the Open button to select the folder. If you are using a Cluster of web servers you can specify up to 100 separate folders. WhosOn will scan each folder and combine the results. If you are accessing your log files via a network path we recommend using Mapped Drives for better performance. FTP Accessed Log Files Check the Access Via FTP option if you want to use FTP to access your log files. You can then specify the FTP Server name (or IP addres), User Name, Password and Folder. Click the Open button to use the built-in FTP Client to browse your FTP Site. Click the Select button in the FTP Client to select the current folder. The folder specified must be the full absolute path to the log file folder not a relative path. Timeout Seconds Specify the number of seconds that WhosOn should wait for a response from the FTP Server. Leave at zero to use the default. FTP Passive Mode This option should normally be enabled. You may have to disable it if your FTP Server does not use Passive connections. Note: FTP Access defaults to port 21. This can be changed by specifying :{port} at the end of the FTP Server name for example ftp.mysite.com:4000 would use port 4000 instead of

85 Use Page Tagging Or Server-Side Tracking Via The WhosOn Gateway Select this method of you want to track visitors using embedded code in your web pages (page tagging). This option has the advantage that it does not require access to your web server logs and is generally much faster. This option enables you to use WhosOn on any web site, regardless of where it is hosted. Poll For Chat Invite Requests The embedded code can also be used to serve 'invite' requests sent from the WhosOn Client. This enables you to proactivly ask your visitors if they would like to chat to you. This puts an additional overhead on the WhosOn Gateway, so if you don't plan to use Invites then do not enable this option. Assume Visitor Has Left The Site If Polling Stops If this option is enabled then the Gateway will keep track of polling requests made by visitors. When polling stops (because they have closed their browser or gone to another site) for a visitor it will inform the WhosOn server to end the visitor session in WhosOn. This will give you more accurate 'current visitors' lists. Gateway DNS or IP Address Specify the IP address of the PC running the WhosOn Gateway. This is generally the same PC as the WhosOn Server, in which case enter 'localhost' or ' ' See: The WhosOn Gateway for more information. 85

86 Content Groups Content Groups enable you to group similar groups of pages within your site under a group heading. You can then view current visitors via the WhosOn Client, grouped into Content Group. The visitor's current Content Group will change as they move around your site. The Content Group is also stored against the Page in the database, allowing reports to be created based on Content Groups. In the Content Group Names list - enter the group headings. Then in the Page or Path list enter the list of paths and pages for each group. For example, suppose you have a group called 'Support' In this group you could assign the following Pages: support/*.htm customersupport.htm forum/*.* Then if a visitor views any HTM file in the support folder OR the customersupport.htm page OR any page in the forum folder they will be assigned to the Support content group. 86

87 Exclusions This tab is used to define visitor & page exclusions from WhosOn views. Exclude Pages You can exclude specific pages from WhosOn. In the Exclude These Pages entry enter the pages you do not want to see in WhosOn results. Separate multiple pages with a semi colon. You can use Wildcards if required. For example, support/*.* would block all pages in the support folder, hidden*.htm would block all pages beginning with hidden. Note: These excludes only stop the pages from showing in WhosOn they do not stop visitors from viewing them Exclude Visitors You can also exclude certain visitors from WhosOn results. Most often this is used to exclude yourself so your own visits don t inflate the visit totals. Again you can use wildcards. Enter IP addresses to exclude, for example * would exclude all visitors with IP addresses beginning with

88 Site Entry Alerts This tab is used to setup site Site Entry Alerts. An Alert is simply a way of highlighting visitors by the way they entered your site. This could be from a specific referrer, or entry page, or a set of keywords (or a combination). Using the WhosOn Client you can view lists of visitors for each alert type. The alert type is also stored against the visit in the database, allowing reports to be created based on the alert type. When you create a new site WhosOn creates a default alert for the site. This alert is raised for all visitors from everywhere. You can add more specific alerts here. The current alerts for the site are listed. These alerts are shown in the order they are checked when a visitor enters the site. More specific alerts must be moved to the top of the list, because if the All Visitors alert is triggered first then more specific alerts wont get the chance to be checked. To add a new alert click the New button. 88

89 Setting Up An Alert Any number of separate Alerts can be created per site. Enter the Name Of Alert this can be any text. Select the Icon that will be displayed in the WhosOn Client next to visitors of this type. You can also change the Back Color. Click the Enabled to switch on the alert. You can disable an existing alert whilst still keeping it on file. Paid For Listing Enable this option if this Alert type is for a 'paid-for-listing'. For example, Google Adwords or Yahoo paid for clicks etc. You can then enter a Visit Cost. This can either be a Fixed Value for each click or you can extract the cost for a querystring field. Some paid-for-listing services (such as Yahoo) enable you to pass the click cost to your site via a querystring. Eg: You could enter the field 'cost' and extract the actual cost of the visit. The cost will then be recorded against the visitor and also saved in the database. WhosOn keeps a record of total click costs per day. 89

90 Enable Click Fraud Detection If this option is enabled then WhosOn will raise an exception if the same IP address enters your site via the same Alert type more than 3 times. Send Notice To Visitor If Click Fraud Detected If this option is enabled then WhosOn will send a notice message to the visitor via the WhosOn Gateway. The notice will appear as a moving graphic on the visitor's browser. The default notice graphic is: You can change this to any graphic of your choice via the Chat tab on the Site Properties in the WhosOn Server or Client. The WhosOn Client also has the option of manually sending these notice messages to visitors whom you suspect of Click Fraud. 90

91 Alert Criteria This tab is used to define what visitor criteria will cause the alert to be raised. If you don't specify any criteria, then ALL visitors (except spiders) will cause the alert to be raised. The Alerts tab consists of four lists. 1. Referring Search Engines. This list contains a list of search engines. You can be alerted when a new visitor arrives after being referred by a specific search engine. By default 'Anywhere' is selected, which means an alert will be raised if a visitor arrives from any referrer. You can edit this list of available sites in the main Program Options Referring Sites tab. 2. Entry Pages. In this list you can enter up to 50 site entry pages that the visitor must use to raise the alert. If no entry pages are specified then ANY entry page will be included. Wildcards can be used and you can include the querystring. So, for example, if we want to create an Alert for Google Adwords, then we can enter *source=adwords. Which means any page/querystring ENDING in 'source=adwords'. You would then add?source=adwords to the 'tracking URL' in your Adwords campaign. 3. Keywords. 91

92 In this list you can enter up to 50 keywords. If any of the keywords are found in the visitors referrer then an alert will be raised. If no keywords are specified then ANY keyword will be included. 4. DNS/IP, Organization or Location. In this list you can enter a list of specific visitor IP addresses, domain names, organization names or location (country/city). An alert will be raised when a visitor matches any of the information entered. You can make use of wildcards. If no entries are added to this list then ALL visitors will be included. All 4 conditions must be met for the Alert to be raised. 92

93 Alert Actions This tab is used to define the actions that will be performed when a new visitor arrives and is matched to this Alert type. Note: The visitor will always be added to the Alerts list and the alert will always be recorded against the visitor in the database even if none of these additional actions are selected. This tab is used to define what 'action' WhosOn will do when the alert is raised (other than adding it to the Alerts List). Send An Automatic Chat Invite To The Visitor If this option is enabled, WhosOn will send an 'invite' message to visitors that arrive at your site that match the Alert criteria. The invite appears as a floating message on the visitors browser. You can enter custom Invite Text for each alert. Leave the Invite Text blank to use the default graphic invite. See: Inviting Visitors To Chat Send An Enable this option to receive an whenever the alert is raised. You can specify an address (leave blank to use the default address), and a custom message text. Send A Popup Message To Clients Enable this option if you want WhosOn to send a popup message to WhosOn Clients. You can enter the Client Names to send specific clients or leave this entry blank to send to all clients (responsible for the site). 93

94 Make A Sound If you enable this option WhosOn will make the specified sound when the alert is raised. Once you have saved a new alert it will be added to the list. Use the Move Up button to move the alert up the list (above the All Visitors alert). 94

95 Example: Setting Up An Alert To Monitor Google Adwords This example shows how we can use Alerts to monitor visitors arriving via Google Adwords. Open the Site Settings and click the Alerts tab. Click the New button to create a new alert. Enter Google Adwords in the description. You can specify a color if you want to. Alerts from Google Adwords will show in this color in the Alerts list. Click the Alert Criteria tab. Since Google Adwords are used on many web sites (not just Google itself) we need to specify 'Anywhere' in the referring sites list. Now.. In the Entry Pages list enter 'index.htm?source=adwords' (where we assume 'index.htm' is your home page). On your Google Adwords account you would need to point your URL to 'index.htm?source=adwords' Click the Actions tab. Enable the Send A Popup Message To Clients option - this will cause a popup message to be sent to the WhosOn Clients whenever a new visitor arrives from Google Adwords. Now save the Alert and move it to the top of the list of current alerts. 95

96 Prospect Detection This tab is used to define the Prospect Detection settings. Prospect detection is a method of assigning a higher importance to some of your web site visitors. It works by watching which pages a visitor views over multiple visits. Prospect Detection allows you to more accurately calculate the return on investment (ROI) from your online advertising, because when a prospect is detected, WhosOn will give the credit for the visit to the FIRST REFERRER not the referrer of the visitor s current visit. For example, suppose a visitor uses a web site called hotlinks.com to find your site. The visitor has a good look at your site and returns several times over a few days. They then forget your site name and use Google to do a search to find you again and on this visit WhosOn flags the visitor as a new Prospect. It should be hotlinks.com NOT Google that gets the credit and this is what WhosOn does it s the FIRST REFERRER that gets credit for prospects not the current visit referrer. By analyzing referrers by Prospect % you can see which referrers are giving you more prospects. You may get 1000 visitors a month from Google but only 10% prospect detection for first referrer, but hotlinks.com may give you a much higher prospect % on fewer visitors. Click Enable Prospect DetectionFor This Site to switch on prospect detection. Start Checking After Specify the number of visits the visitor must make before WhosOn starts checking if they are a prospect. This defaults to 1. 96

97 You can then specify the number of pages the visitor must view OR the number of minutes spent viewing AND a list of Specific Pages the visitor must view before WhosOn will flag the visitor as a prospect. In the View These Specific Pages list enter a list of key pages that you want a visitor to have viewed before they are flagged as a prospect. You can use wildcards for page names (example, sales*.htm) and you can use 'OR' clauses, for example 'sales.htm OR products.htm' - to match either pages for a single line. Remember the above settings could be over a number of separate visits. The Must View In The Above Order option allows you to specify that the page list must be viewed in the order listed. If this option is not checked the visitor can view the pages in any order and still get flagged as a prospect. If the Must View During A Single Visit option is enabled then the specified page list must be viewed during a single visit. When A Prospect Is Detected When WhosOn detects a new prospect it increments the first referrer s prospect count. It also increments the New Prospects total for the day. The visitor is then flagged in the database as a Prospect and will show as an existing prospect on all future visits. The visitors icon will change in the Current Visitors list and the visit will be added to the Prospects List. WhosOn can also send you an or popup message to the WhosOn Clients. WhosOn will also play a sound if a New Prospect sound has been defined in the Program Options. Auto Invite To Chat Enable this option if you want WhosOn to send an 'Invite' message to the visitor as soon as they are detected as a prospect. This will appear as a floating message on the visitors browser window. You can enter the message text, or leave the text blank to send the default graphic invite. See: Inviting Visitors To Chat 97

98 Customer Detection Customer detection is the next step from Prospect detection. It allows you to flag visitors that visit a certain page as a 'customer'. Click the Enable Customer Detection On This Site to switch on Customer Detection. In the If Visitor Views Page entry, enter the page name that when viewed would cause a visitor to be flagged as a customer. This would normally be your check out page, or you could create a custom page that is called when the customer completes an order (a 'track back' page). In the With The Query String entry, enter a query string to also check for. Enter * for any query string. You can then extract the revenue generated by this customer. In the Extract Revenue From QueryString Field entry, enter the field name that will contain the revenue. When A Customer Is Detected When WhosOn detects a new customers it increments the first referrer s customer count. It also increments the New Customers total for the day. The visitor is then flagged in the database as a Customer and will show as an existing customer on all future visits. The visitors icon will change in the Current Visitors list and the visit will be added to the Customer List. The revenue generated will be recorded against the visit. The total revenue will be recorded against the daily totals. WhosOn can also send you an or popup message to the WhosOn Clients. 98

99 This tab is used to define settings relating to that are specific to this site. Recipients For This Site Enter a list of addresses (separated by ;) to receive messages generated for this site. If you leave the entry blank WhosOn will use the default address. Send To Global Address Also If this option Is enabled WhosOn will also send s to the global address where a site specific address has been specified. Disable ed Exceptions For This Site If you don t want any s sent for Exceptions raised for this site, check this option. Automatically Each Chat Transcript To The Site Administrator Select this option if you want WhosOn to automatically each visitor chat transcript to the recipient for this site. The transcript is ed when each visitor chat session is closed. Send A Daily Activity Summary For This Site Each Day At Midnight Enable this option to receive a daily from WhosOn showing summary totals for visitor activity for the day. These s are sent at midnight and are in PDF format. Include Full Detail In Daily Report If this option is enabled WhosOn will append the full detail Alerts, Exceptions, Prospects & Spiders lists to the summary . The can be quite large if you have a busy site. Send Weekly Traffic Summary Report Enable this option to receive a weekly from WhosOn showing traffic analysis reports for the previous week. These s are sent at midnight on Sundays. Send Monthly Traffic Summary Report Enable this option to receive a monthly from WhosOn showing traffic analysis reports for the previous month. These s are sent at midnight on the last day of each month. 99

100 SMS WhosOn can send SMS messages when exceptions occur for the selected site or when Prospects, Customers & Chat requests are detected. You can send multiple outgoing SMS text messages to different recipients. SMS messages can be sent to any mobile device in most counties and using most networks. The actual sending of SMS messages can either go via your mobile provider's SMTP gateway or via our SMS Gateway. SMS Recipients For This Site Enter the phone number to receive SMS text messages for this site. Separate multiple numbers with ; Note: Numbers must be entered in full international format with the country code (no +). Eg: If you are sending via your mobile providers SMTP gateway then you must enter the number in the format 'mobilenumber@provider'. Check with your mobile provider for the correct address. Send A Daily Activity Summary SMS For This Site Each Day At Midnight Select this option to receive an SMS traffic summary each day. Send A SMS When New Prospects/Customers Detected Select this option to receive an SMS message when new prospects/customers are detected. Send A SMS Message For New Chat Requests Select this option if you want an SMS message to be sent whenever visitors request a chat. Each WhosOn Client user can also specify their own SMS number. The chat requests will be sent to both client specific numbers and to the site number (if they are different). Send SMS Message Via SMTP Gateway Select this option if your mobile provider offers an SMS-via- service. Some mobile providers allow you to send SMS messages via using the mobile number in the address (for example, @sprint.com). WhosOn will then send the SMS messages via SMTP. If you enable this option then you must enter your SMS Recipient number as an address. Contact your mobile provider for the format. If you do not enable this option then you can send SMS messages via the Parker Software SMS Gateway. Before sending SMS messages via our gateway you need to setup an SMS Server Account and purchase 'credits'. 100

101 Remote Access This tab is used to define site specific Remote Client Access settings. Remote users can use the WhosOn Client to view live stats, reports and chat to visitors. Client users must specify a user name/password. Here you can define a 'Site Specific' user name/password. If a Client user specifies a site specific user name, then they will only see site data in their Client for sites with matching user names and passwords. You can disable Remote Client Access to this site by disabling the Allow WhosOn Clients To Access This Site option. WhosOn Clients will then not be able to see data for this site or receive chat requests. Allow Web Access Web Access allows remote users to use a browser to view live stats and historical reports. See: Web Access Max Concurrent Clients Enter the number of Clients that can connect at any one time for this site. Leave at zero to use whatever maximum your client license permits. This setting is useful if you resell client access to hosted customers. Default User Name/Password You can enter a site specificuser Name & Password. This must be specified on the client options in order for clients to connect and see data for this site. Leave blank to allow client access using the global user name/password. You can use the same user name/password on multiple sites if you want individual clients to see more than one site. Named Users In addition to the Default user name, you can create any number of 'Named Users'. See: Creating Named Users 101

102 Chat This tab is used to configure visitor chat settings for the site. You can also change these settings via the WhosOn Client. Button Graphics This tab is used to change the graphic files used for the Operators Available, Operators Not Available, Invite and Click Fraud Warning graphics that are served by the WhosOn Gateway. The graphics must be in GIF format and must be copied to the C:\Program Files\WhosOnV5\Images folder. You can then select the file name using the open buttons against each type. Note: Its much easier to change your graphics via the WhosOn Client. Using the Client you can upload graphics to the WhosOn server, which will be automatically renamed and saved to the correct location. See the Visitor Chat tab in the Site Properties using the WhosOn Client. Invite JavaScript (Professional Edition) This setting enables you to specify a specific JavaScript file that will be used on web pages for this site. The JavaScript file must be placed in the C:\Program Files\WhosOnV5\JavaScript\InviteScripts\ folder. You can then select it in this entry. If the entry is left blank then the default invite script is used. The default invite script moves the invite graphic across the visitor's web page from left to right and back again before disappearing. You could create your own actions that execute in response to an invite request being sent. 102

103 Opening Message This tab is used to define the text that is first shown when a visitor starts a new chat session for this site. In the Opening Message entry enter the text to be shown when the chat session window opens. This can contain HTML tags. In the Default Paging Message enter the text that will be displayed after the visitor has entered their name and clicked the Start Chat button. Allow Visitor To Pre-Select Department Or Operator The chat window can show the visitor a list of departments or operators available to them before they start their chat session. They can select a department or operator that they wish to chat to. The chat request will then only be sent to the selected department or operator. 103

104 Waiting Messages This tab is used to define additional messages that are shown to the visitor if an operator has not responded within a certain time. There are 2 levels. If Not Answered After - enter the number of seconds to wait. Say - enter the text to say to the visitor (can contain HTML tags). If you do not want to enable waiting messages, set the If Not Answered After values to zero. 104

105 Forwarding This tab is used to define what should happen if an operator does not respond to the chat session. By default the visitor will be asked to leave a message (which WhosOn will to the address defined for the site). If No Operators Available Or If Not Answered After - enter the number of seconds that the visitor should wait for a response. Set to zero for no timeout... Then Say Enter the text to show in the chat window. This can contain HTML tags. Forward To URL Enter a URL which will be shown in the visitors browser. This could be an 'sorry we are not available' type of page. Leave blank for no forwarding. 105

106 Pre/Post Chat Surveys (Professional Edition) This tab is used to setup pre and post chat surveys. Before a visitor starts a chat session you can ask them to complete a form (Pre-chat survey). You can define the fields that appear on this form. You can also define a form that the visitor completes when they finish the chat session (Post-chat survey). The surveys can contain any number of fields. The value of each completed field is stored against the visitor and chat session in the WhosOn Database for future reporting. The survey values are also shown to the operator during the chat session so that the operator knows what has been entered. Click the Enable Pre-Chat Survey option to enable the pre-chat survey. Click the Add Field button to add a new field. 106

107 Each field must be given a Name. Enter the Prompt Text that the visitor will see. This text can contain HTML tags. You can ask for a Built-In Field or a Custom Field. A built-in field automatically maps to one of the following visitor contact fields that are stored against the visitor contact record: Visitor Name, Company, Address, Telephone, Fax, Street, City, Country, ZIP/Post Code, Web Address. For custom fields you can define the Field Type (Text, Number, Date, Time or Boolean), the Max Length, Edit Mask, Max Lines and if it is a password entry. The Attributes tab enables you to set additional attributes for the field: 107

108 You can specify a Default value that will be assigned to the field if the visitor does not enter anything. The Case option enables you to change the Case of the field value. The Validate option enables you to apply validation against the field value: Cannot Be Blank Or Zero - the visitor must enter something. Must Be In The Numeric Range - for number fields the value must be in the specified range. Must Be A Valid Address - you can specify that the field will only accept a valid address. Must Be In List - you can specify a list of possible values that are allowed. Separate the choices with a character. 108

109 Chat Translation This tab enables you to specify the real time translation options on a site-by-site basis. These settings will override the server settings. See: Real Time Translation 109

110 Manual Links This tab enables you to generate manual chat links. Ensure the 'Chat URL' setting in the server main settings is set correctly before using this option. Manual chat links can be used on any page elements within your site. You can also use them in Signatures or in any other form of document that supports web links. 110

111 Options Create A HTML File Containing Operator Status WhosOn can create a HTML file containing the status of your 'operators' - IE WhosOn Client users. This can be used within your own site to show operator availability. This is an optional feature and is not needed if you are using the tracking code to show the 'Click To Chat' links on your site. Enable the Create A HTML File Containing Operator Status option to enable this feature. Set the Create In Folder entry to the folder you want WhosOn to create the HTML in. WhosOn will then create a small HTML file that lists each operator's current status. WhosOn will update the file each time an operator's status changes. Delete Operator Status HTML File When All Clients Are Off-Line WhosOn can delete the HTML file when no operators (for the site) are on-line. If you are displaying the file in an IFRAME element then it is better not to delete the file so that the IFRAME does not show a 'page not found' error. The status file can also be used via a server-side script to create your own custom 'available' and 'not available' page elements. See: Using A Server-Side Script To Show Operator Availability Rotate Chat Requests If the Rotate Chat Requests option is enabled then new chat requests from visitors for this site will be sent to available operators on a round-robin basis. If this option is not enabled then chat requests are sent to all available operators (that can access the site). Rotation doesn't stop other operators from actually picking up a chat - it just controls which operators are sent the chat request popup. Chat Window Options These settings enable you to change the appearance of the chat window that your visitors will use. Chat Window Theme Select the theme that you want to use. You can edit any of the themes or create your own. To edit themes you can change the stylesheet in the C:\Program Files\WhosOnV5\Chat\App_Themes\ sub folders. Chat Window Background URL You can specify a custom background image to use in the chat window. This overrides any background used in the theme. You must specify the full URL to the image. If you are using chat via SSL then the image must also be served via an SSL link (ie: Text Strings Language By default WhosOn will display the chat window strings based on the language of the visitors browser. You can force it to use a fixed language by specifying the language to use here. Chat Window Height/Width Select the height and width of the chat window in pixels. 111

112 Chat Scripts (Professional Edition) Chat Scripts are visual basic compatible macros that are executed when the following events occur: 1. Chat Invites Are Sent. 2. New Chat Requests Are Received (Pre-chat script). 3. Chat Sessions End (Post-chat script). These macros can perform custom actions, such as: Canceling a chat requests. Routing a chat request to a certain department or operator based on your own rules. Saving chat sessions and survey results in external databases. Changing the invite text based on your own rules... and much more. See: Chat Event Scripts for more information. 112

113 Call Backs This tab is used to define the 'Click To Call Back' settings. Click To Call Back is an optional feature provided by WhosOn. It enables visitors on your web site to request a call back from someone within your organization. You can disable the Click To Call Back feature on this site by disabling the Enable Click To Call Backs On This Site option. Opening Message Enter the text that you want to appear at the top of the Click To Call Back form. The text can contain HTML tags. Call Back Accepted Message When a visitor has filled in the Click To Call Back form and submitted it, the text entered here will be displayed. Separate messages can be defined for when operators are on-line and when they are not. Allow Visitor To Request A Specific Department If this option is enabled then the visitor will be able to select a specific department within your organization that they want to receive the call back from. This appears as a drop down list on the Click To Call Back form. The list is created dynamically based on which operators are on-line at the time the call back is requested. Allow Visitor To Request A Specific Operator If this option is enabled then the visitor will be able to select a specific operator that they want to receive the call back from. Allow Calls To Be Made Via Skype If this option is enabled then the visitor can select to be called back via a Skype ID. When the call back is made via the WhosOn client you also have the option of using Skype to make the actual call. See Also: Implementing Visitor Click To Call Back 113

114 IIS This tab only applies if the site was imported from IIS using the New Site Wizard. When you import a site from IIS using the New Site Wizard, WhosOn records the IIS Server and IIS Site ID against the site. These are shown on the tab. Ignore IIS Challenge Response Errors If you are using the NT Challenge Response method of securing access to your web site, IIS can generate a lot of errors as part of the challenge response mechanism. These will show as page errors and exceptions in WhosOn. Since they are not really errors in the normal sense you can choose to ignore them altogether by enabling this option. Auto Exclude WhosOn can automatically exclude visitors IP address from IIS itself. This will stop a visitor from being able to access your site. Visitors can be excluded from IIS if they repeatedly raise the Hacker Detected exception. To enable this click the Automatically Exclude option and enter the Exclude After Hack Exceptions number, which a visitor must raise before being auto excluded from IIS. Manual Exclude If a site is linked to an IIS site you can manually exclude visitors from IIS. Right click the visitor on the Current Visitors or Alerts list and select Exclude then Exclude From IIS from the popup menu. If you need to re-allow visitors access you must do it in IIS itself. 114

115 Touch This tab is used to setup the Touch feature which can be used to inform you if your web server is down. WhosOn can periodically check that your web site is up and running. Every 10 minutes or so (the interval is configurable) WhosOn can 'touch' a page on your site. WhosOn will request a HTTP Get of a specific page. If there is no response or a response in error WhosOn will raise an Exception (170 Touch failed). This exception can be ed to you or sent to the WhosOn Clients, so that you can investigate the problem. When a touch fails WhosOn will continue to check the site. If the touch starts working again WhosOn will raise another exception (171 Touch Resumed). Check the Enable Periodic Touching For This Site option to enable this feature. Enter the Page to Touch. Make sure this page exists on your site. In the Touch Every entry you can specify the interval in minutes between touches. The minimum is 2 minutes. Enter the Timeout seconds. This is the number of seconds that WhosOn waits for a response before raising the Touch Failed exception. You can examine the HTML returned for specific text. If the HTML returned does not contain the text specified the touch will fail. You don t need to specify the full HTML of the page, just specify any specific text that MUST be returned. Leave blank to ignore the HTML returned. This is useful if you also need to confirm that your web server is working, but a specific page is returning the correct content. 115

116 Archiving This tab is used to setup the Log File and Database Archiving features for the site. Database Archiving WhosOn can automatically remove visit, page view & exception records from the WhosOn Database that are older than the number of days specified. Enable Automatically Delete Old Database Records to switch on Database Archiving. Enter the number of days of visit history to keep in the database. Note: Only the detail data is deleted. The Day Summary table which contains summary data for each day is always kept. WhosOn runs database archiving every day at midnight. Log File Archiving You can enable Log File Archiving on a site by site basis using this option. Enter the number of days to keep log files for. See: Server Main Settings - Log File Archiving 116

117 Contact This tab allows you to enter site specific contact details & notes. All entries are optional. 117

118 Site Groups If you use WhosOn to monitor multiple web sites, you can organize your sites into groups. You can create a new group by selecting Add Group from the ribbon bar using the WhosOn Administrator. You can then move sites into the new group by selecting the site in the Monitored Sites tree and selecting Move To Group. To edit group settings, select the group then choose Edit Group. Here you can change the Group Name. You can restrict the number of WhosOn Clients that can connect to sites within this group by entering the Max Concurrent Clients. This allows you to provide hosted WhosOn solutions for you customers. You can also create Group Remote Access User Name/Passwords. If you enter a group remote access user name/password then any WhosOn Client that specifies this user name/password in their client settings will see all sites within the group - regardless of the site-specific user name. You can also create a Default Address that will be used for all new sites that you create within the group. 118

119 Client Access You can define access rights for WhosOn Clients that connect to sites within this group. Select the Client Access tab: If a client connects to WhosOn using a site-specific user name for any site within this group then the client will be assigned the access rights that are enabled on this tab. If the client connects using the group user name, then the client will have all rights enabled by default. For instance, suppose you have a site in WhosOn called 'site1' and this has a site-specific user name of 'user1' (the site-specific user name is defined on the Site Settings - Remote Access tab). This site is assigned to group 'group1'. The group as the user name of 'group1'. The group has the client access right of 'Allowed To Edit Site Properties' disabled. Now - if a WhosOn Client connects using user name 'user1' - the client will see 'site1' but will not be able to edit the site properties. If a WhosOn Client connects using user name 'group1' - the client will see 'site1' and will be able to edit the properties. 119

120 Template Site By default when you create a new site in WhosOn they properties of the new site get set to the defaults. You can create a 'Template Site' which will be used to override new site properties. Create a new WhosOn site called 'NewSiteTemplate'. You can then set all of the site properties of this site to the default properties you want to be assigned to new sites. This applies to all properties, chat properties, enter alerts, exclusions etc. New sites will then be assigned all of the properties of this site when they are created. Individual site properties can then be edited in the normal ways. 120

121 The WhosOn Client The WhosOn Client allows you to view Live Stats, Site Entry Alerts, Exceptions, Prospects & Customers from remote PC s. The Client will also display any popup messages sent to you from the WhosOn Server. The Client can also be used to view visitor summary information, for today and previous days and you can view a monthly summary with a trend comparison to the same period last month. It will also display visitor chat requests and allow you to chat to visitors. You can chat to multiple visitors at the same time and chat to other client users. See Also: Installing The Client Watching Visitor Activity Viewing Visit Detail Viewing Visitor Lists The WhosOn Client contains it's own help file which contains more detail. 121

122 Installing The Client The WhosOn Client is installed automatically with the WhosOn Server Full Setup. You can install the WhosOn Client on other PC's by running the Client-Only Setup. The Client-Only Setup can be downloaded from our downloads page The WhosOn Client will work on any Windows PC. It does not need any database components itself and requires few resources on the PC. The Client communicates with the WhosOn Server using TCP/IP. It will work on your internal network or across the Internet. By default the Client uses TCP/IP port You will need to ensure that this port is open on your firewall. The number of clients that can connect to your WhosOn Server at any one time depends on your Client Access Count. You can increment your Client Access Count at any time by purchasing more client licenses. The Client License is held on the WhosOn Server, so you can freely distribute the WhosOn Client setup program. To start the Client run WhosOn Client from the WhosOn folder on your Start menu. Tip: Add the Client to your Startup group so it starts every time you switch on your PC. 122

123 Client Introduction When you start the Client for the first time it will attempt to connect to the WhosOn Server locally. If this fails, the Connect Wizard is displayed allowing you to specify the Server name or IP address. Enter the DNS Name or IP address of the computer running the WhosOn Server. See: Server Main Settings Remote Access The Authentication String must match the Authentication String used on the WhosOn Server. This is specified on the server main settings. See: Server Main Settings - Remote Access Enter your User Name & Password. You can either enter the global user name/password (to view all sites) or a site specific user name/password (in which case you will only see site data for sites with matching user names/passwords). You must also enter your Display Name and an optional Department. Click OK to save the settings. The Client will then attempt to reconnect to the server. If successful the WhosOn Today page will be shown. If the connection fails, click the Options button to check your settings again. The Sites being monitored will be shown in the same structure that they are held on the server. You can select an individual site, a site folder or All Sites. When viewing the WhosOn Today summary you can use the Back and Forward buttons to show the summary totals for previous days. Click the Current Visitors tab to view the current visitors on the selected site. 123

124 Click the Summary tab to view a monthly summary of visitor totals with a comparison to the same period last month. Click the Other Operators tab to view other WhosOn Clients who are connected (to the same sites). You can right-click an operator to start chatting to them. Remote Client Security All data sent to and from remote WhosOn Clients are encrypted using 256 bit encryption. The secret key used for encryption changes with each connection. This makes it safe to use the WhosOn Client over the Internet. 124

125 Watching Visitor Activity The Sites Tree shows the domains which you are monitoring. You can monitor multiple domains from the same Client. Click a site in the Sites Tree to view visitor information for the site in the Today, Summary & Current Visitors list. Click 'All Sites' to combine the results of all sites being monitored. If you right-click a site in the Sites Tree you can edit the site Properties. The WhosOn Today View This view shows a summary for the site for the current day so far. You can also view totals for previous days. Use the < & > buttons on the Toolbar to change the date being displayed. You can also press the PgUp & PgDn buttons. Press the Home button to switch back to the current day. The Summary View This view shows a summary of visitor totals for the current month compared to the same period last month. A chart is also show that shows total visitors for each day this month compared to last months totals. The Current Visitors View This view shows the current visitors on your web site. The list contains the following columns: Site Alert Type Key User Name No Visit DNS On Page Site name. This column is hidden unless you select All Sites in the Monitored Sites tree, or select a Group. If the visitor was matched against an Alert when they entered your site, then the Alert type icon will be displayed: Shows an icon representing the visitor status: Indicates this is a new visitor that has not been to your site before. Indicates a returning visitor. This visitor has been to your site at least once. The visitor hasn t changed pages for 5 minutes. The visitor has been flagged as a Prospect on a previous visit. This visitor has been flagged as a new 'Prospect' on this visit. The visitor has been flagged as a 'Customer' on a previous visit. The visitor has been flagged as a new 'Customer' on this visit. WhosOn has grouped a set of similar DNS names into a group. This can happen from service providers like AOL who frequently change a visitors IP address. The Paid For Listing Abuse has been triggered for this visitor. The Hacker Detection has been triggered for this visitor. Indicates an 'Invite' has been sent to the visitor but the visitor has not yet responded to it. Indicates the visitor is currently chatting to an operator within your organization. Indicates the visitor has requested a call back that has not yet been completed. Indicates that client-side polling is active for the visitor. This means that invite requests can be sent. WhosOn assigns a unique reference to each visitor. This is displayed in this column. The visitor number for today. This column starts a 1 at the beginning of each day. The visitor s visit number. If this shows 10 for example, it means the visitor has visited your site 10 times, and this is the 10 th visit. You can view the previous visits by selecting Previous Visits from the visitor popup menu. The resolved DNS name of the visitor. This will show the IP address initially. WhosOn will automatically attempt to do a reverse DNS lookup. It will then change to show the DNS name. The visitors name will also be displayed here, if you have chatted to the visitor before, or assigned a name to the visitor via the 'Contact' tab of the visit details. The page the visitor is currently viewing. If the page view generated an error (for example a 'page not found 404 error') then the icon will show next to the page. 125

126 Start Time Last Time Browser Op Sys Location Referrer The start time of the current visit. The time the visitor last changed pages. The browser type the visitor is using. The operating system that the visitor is using. The visitor s geographical location. The country, region and (if available) city will be shown. The city will be accurate to the closest point that the visitors Internet Service Provider access point is located. The Visitor's organization name will also be shown here if you have downloaded the Organization database. (this is not installed as standard with WhosOn but must be downloaded separately). The visitor s referrer. This shows the referring web site. To view the referring web site in your browser, right-click the visitor and choose 'Open Referrer' from the Popup menu. Grouping Current Visitors By default visitors are shown in the order that they entered your site. You can group visitors into logical groups using the Group By button: Auto Preview The Auto Preview button enables the visitors Referrer, Country, Region and Organization name to be shown below the visitor line in the current visitors view. The Popup Menu You can right-click any visitor in the Current Visitors list to show the Popup menu: Open Referrer - opens the visitors referring web site in your browser. Open Current Page - opens the page the visitor is currently viewing in your browser. View Visit Detail - shows the full visit detail (pressing ENTER on a visitor will also show this window). Invite - sends an 'Invite Request' to the visitor. Filtering Current Visitors The Filter button enables you to set a filter for your current visitors display. The filter is then set to the WhosOn Server. WhosOn will then send only those current visitors that match the filter to your client display. You can set a different filter for each monitored site. Each user of the WhosOn Client can have their own filter settings. Note: Even if a filter is set, all visitors are still tracked by the WhosOn Server - the filter only applies to the display of current visitors in your client. 126

127 Click Enable Current Visitor Filter to switch of the filter. You can then set various options for the filter. In the above example we are choosing to show only New Prospect visitors that entered the site via the 'Google Adwords' alert and that have 'United States' in their location and the word 'stats' in their referrer or keywords. 127

128 Viewing Visit Detail For all current visitors and for visits shown in historical visit lists you can drill down to view the Visit Detail. If you select View Visit Details from the visitor popup menu (you can also just double-click a visitor in the Current Visitors, Alerts & Prospects) the Visit Details form is displayed: The Visit Detail form shows complete details of the visitors visit. It shows a list of Pages viewed during the visit (if you click a page cell a button will appear click to view the page in your browser). If this visit is not the first visit by this visitor, the first visit date will be displayed along with the First Referrer (How the visitor found you in the first place). Click the Referrer or First Referrer cells to open the referrer in your web browser. Visit Detail Tabs All Visits This tab will list all previous visits for this visitor. Double-click a visit in this list to view that visit's detail. Chats This tab will list all chat sessions for this visitor. Double-click a chat session to view the chat transcript. GEO-IP Shows the visitors Country, City, Region and Organization (the Organization registered to the visitor's IP address). Latitude and Longitude are also shown. Click the View Using Google Maps button to view the visitors geographical location using Google maps. Click the Search For Organization button to do a Google search using the Organization name. Contact This tab can be used to entered and update contact information specific for this visitor. Trace 128

129 This tab shows a number of utility functions: WhoIS Use this tab to perform a Who Is lookup using the visitor's IP address. TraceRoute Use this tab to perform a Trace Route to the visitor's IP address. Ping use this tab to Ping the visitor's IP address. 129

130 Viewing Visitor Lists You can view lists of visitors to your site for the current day and previous days. Click the Visitor Lists button on the toolbar: All Visitors This shows a list of visitors for the current day. By default alerts will show all visitors - but you can create additional alerts to split up visitors from say 'Google' into their own list. Visitors for each Alert type are shown on a separate tab. The Summary tab shows totals for each Alert type. Use the Back and Forward buttons to move back or forward 1 day, or click the Date button and select a different date. Double-click a visit or click the Visit Detail button to show the full Visit Detail. 130

131 To create and edit Alerts See: Site Settings - Alerts tab. New Visitors Only Shows only visits with a visit number of 1. Returning Visitors Only Shows only visits with a visit number > 1. PPC Visitors Only Shows only visits where the Alert type for the visit has the Paid-For-Listing flag set. See: Site Settings - Alerts. Natural Listing Visitors Only Shows only visits where the Alert type for the visit does not have the Paid-For-Listing flag set. Spiders Only Shows only visitors who have been flagged as spiders. The other lists do not include spiders. Search For Visitor This option allows you to search for a specific visitor. Prospects This shows a list of new Prospects detected so far today. Again you can double-click a visit to show the Visit Detail. Customers Shows a list of new Customers detected so far for the selected date. 131

132 Viewing Chat Request Lists You can view lists of chat sessions & call back requests made from any of your sites for the current day and previous days. Click the Chat Sessions button on the toolbar: Select Chat Sessions List to view a list of chat sessions for the current date. Click the View Chat button to view the complete transcript for the selected chat session. If the chat request was not answered then 'Not Taken' will be shown against the operator name. If the visitor left a message, the first part of the message will be shown in the Message Left column. View the transcript to view the full message. For visitors that have left an address you can use the Send button to reply to the visitor via . Use the Back and Forward buttons to move back or forward 1 day, or click the Date button and select a different date. Double-click a visit or click the Visit Detail button to show the full Visit Detail. 132

133 Searching For Visitors From The Visitor Lists menu select Search For Visitor. This option enables you to search the WhosOn database for visits that match a specific criteria over all dates (that are held in the database). In the Search For box enter the search criteria. You can search for IP address, DNS, Organization, Location or Referrer. Then click the Search button. The WhosOn Client will then send the query to the WhosOn Server. The server sends back the results which will be displayed. 133

134 Searching Chat Transcripts You can perform a full text search on existing chat sessions. This is useful if you need to find a chat session but can only remember certain words or phrases. Click the Chat Sessions drop down button on the toolbar and select Chat Full Text Search. Enter your search phrase in the Search For box. Select the Period that you want to search, this can be Today, This Week, This Month, This Year or Last Year. Click the Search button to start the search. All the chat sessions made by all operators in the currently selected site that contain the search term will be listed. Click one of the chat sessions to view the full Transcript. The lines containing the search term will be highlighted in the transcript window. Click the Visit Detail tab to view the visit detail associated with the selected chat session. 134

135 Changing Your Status When you start the Client your status will automatically be set to 'On-Line'. You can change your status to 'Busy', 'Be-Right-Back' & 'Away' by clicking the buttons on the Toolbar. Your status will appear on other Clients (who are monitoring the same Domain) Connected Users list. If all Clients monitoring the same site do not have an 'On-Line' status then the 'click to chat' graphic will show 'not available'. When a visitor requests a chat, the chat request is only sent to Clients that have an 'On-Line' status. You can use quick keyboard short-cuts to change your status: On-Line - Alt O Busy - Alt B Be-Right-Back - Alt R Away - Alt W If you have hidden the WhosOn Client in your system tray then you can also change your status by rightclicking the WhosOn Client icon in the system tray and selecting the status from the popup menu. Auto Busy & Auto Away Options The WhosOn Client has options for automatically marking you 'Away' if you don't use your PC for a period, and for marking you 'Busy' whilst you are chatting to several visitors at once. If you have minimized the client to the system tray, you can also quickly change your status from there by right-clicking the icon in the system tray and selecting the status from the popup menu. 135

136 Receiving Popup Messages Whilst the Client is running it will display any popup messages sent to you by the WhosOn Server. These will be displayed in the lower right-hand corner of your display. For example: You will receive popup s for Site Entry Alerts (yellow background), Prospects (light blue background) & Exceptions (red background) if they have been configured to send popup messages on the WhosOn Server. You will also receive chat requests (blue background) from visitors on your web site who want to chat. You can click the popup chat request message to enter the chat. Switching Off Popups If you get many visitors to your site you may get annoyed at the number of popups. However, they can easily be switched off. Right-click the site in the Monitored Sites tree and select Site Properties. Select the Site Entry Alerts tab. Select the 'Default (All Visitors)' alert and click Modify. On the Actions tab unselect then Send Popup Alert To Clients option. Click OK to save the Alert. Repeat for the other Alert types of need be. 136

137 Chatting To Visitors When a visitor requests a chat a popup message will be sent to all users who are monitoring the selected site and have their status set to 'On-Line': The visitor will then appear in the 'Chatting Visitors' list in the Client. You can start chatting by either clicking the popup itself when it appears or by right-clicking the visitor in the Chatting Visitors list and selecting Start Chatting from the popup menu. The first operator that responds to the visitor will assume control of the chat session. Note: You can chat to multiple visitors at once, so if another chat request comes in whilst you are chatting to another visitor you can repeat the process. Each chat will be separate in its own window. Once in a chat session simply type and press Enter to send messages to the visitor. Visitor s messages will appear as they send them. The visitors visit detail will be displayed automatically. This shows the visitors location, browser and referrer information along with each page they have viewed. You can refresh this list at any time by clicking the Refresh button. The Pre-Chat Survey window will show a list of pre-chat survey fields that the visitor has completed prior to starting the chat. If the visitor has chatted to you before the Previous Chats button will be visible. Use this to view previous chats with this visitor. Click the Canned Responses button to display a menu of pre-defined chat responses. You can add to the list of canned responses as you chat by selecting Add Current Text from the Canned Responses popup menus. You can also pre-define canned responses in the Client Options. 137

138 Click the Exit Chat button to leave this chat session. Another user can then start chatting to the visitor. If the visitor leaves the chat session a message will be displayed: 'Visitor has left the conversation'. Click the Exit Chat & Close button to leave the chat session and close the chat session for the visitor also. Click the Save button to save the chat to text or HTML (the WhosOn Server also keeps a copy). Click the button to send the chat transcript directly to Microsoft Outlook as a new mail message. The Block button allows you to forcibly close the chat session at the visitors end. It also stops the visitor from chatting to you again for the rest of the day. Sending Web Pages To The Visitor You can send a link to a new page to the visitor. Enter the link in the box and click the Send Link button. The page will open in the visitors current browser window. If the visitor has closed their browser a new browser window will be opened. You can also just type a URL as part of your chat message. The Client will ask you if you want to send the URL as a link. If you don't type the full address the link will be relative to your domain. For example, if your send order.htm the link will be domain}/order.htm. You can send any content that can be viewed in a browser. For example, send - will just send a specific image. Transferring To Another Operator To transfer a visitor chat to another operator simply click the Transfer button or leave the chat session (by closing the Chat window or clicking the Leave button). Now send a message to the other operator (by opening a chat session with them via the Other Operators list) and ask them to pick up the visitor. The visitor will not be aware of this process. 138

139 Chatting To Other Operators You can chat to other operators in the same way you can chat to visitors. To chat to another operator simply double-click the operator in the Connected Users list and start chatting. The other operator will receive a popup message saying that you want to chat. 139

140 Inviting Visitors To Chat You can send an 'Invite' request to any visitor. The visitor will see a graphic appear on their browser and move across the screen once before disappearing. The Visitor can either close the graphic or click it to start a chat session. You can use the default invite graphic or create your own. The invite itself is not a popup so it will through pop-up blockers. To send an invite request to a visitor simply right-click the visitor in the Current Visitors list and choose Send Invite from the popup menu. The Invite will appear on the visitors browser as a graphic file: This will move across the page stopping at the right hand side for a few seconds before moving back to its original position. It will then disappear after a few more seconds. The visitor can close the invite by clicking the close X. If they click the button the chat window will open. You can change this graphic to one of your own design. See: Changing The Chat Graphics Via The Client Changing The Start Position By default the invite graphic will appear on the visitors browser at the top of the screen. You can change this position via your Client. Open the Site Properties and select the Chat tab. In the Invite Position box enter the pixel position relative from the top of the browser window that the graphic should appear. The position will be the same even if the visitor has scrolled down the page - so they will always see it. Automatically Inviting WhosOn can automatically send invite requests to visitors that it detects as 'Prospects'. A prospect is a visitor that has viewed a set of key pages either during a single visit or over several separate visits. See: Prospect Detection. Custom Text Invites You can also send text invites to visitors. You can enter a message that is sent to the visitor. This appears as a moving text box which the visitor can click to start a chat session. Select the Send Text Invite from the visitor popup menu. Then enter your message and click the Send button. 140

141 Sending Click Fraud Warnings You can send notice messages to visitors who are clicking on your paid-for-listings multiple times. This may be an innocent action by the visitor, or you may be a victim of 'click fraud' - where a competitor or an owner of a site carrying the ads is clicking on your links with the sole aim of costing you money. The notice is sent via the WhosOn Gateway, so you must have embedded the Gateway code into your pages for it to work. To send an warning to a visitor simply right-click the visitor in the Current Visitors list and choose Send Click Fraud Warning from the popup menu. The message will appear on the visitors browser as a graphic file: This will move across the page stopping at the right hand side for a few seconds before moving back to its original position. It will then disappear after a few more seconds. The visitor can click the image to start a chat session with you. You can change this graphic to one of your own design. See: Changing The Chat Graphics Via The Client Automatically Sending Warnings WhosOn can also send automatic warnings to visitors it has detected have clicked on page-for-listings multiple sites. See: Site Settings - Site Entry Alerts 141

142 Responding To Call Back Requests When a visitor requests a call-back a popup message will be sent to all operators who are monitoring the selected site and have their status set to 'On-Line': When a visitor requests a call back they have the option of specifying when they would like to be called. WhosOn will notify users at the correct time. The visitor will then appear in the 'Pending Call Backs' list in the Client: You can open the call back by either clicking the popup itself when it appears or by right-clicking the visitor in the Pending Call Backs list and selecting Call from the popup menu. You can view call back requests without actually making a call. 142

143 The Call Back form shows details of the pending call back. Click the Make Call button to start a call. The first user that clicks the Make Call button for a pending call back will take control of that call. You can then call the visitor using a regular phone. When you have finished the call you can edit any of the contact fields and make changes to the Notes field - then click Close Call. The contact information will be updated against the visitor in WhosOn and the call will be saved in the WhosOn database. If the visitor has left an address you can use the Reply Via button to send a response via . Making Calls Via Skype If you have Skype VOIP installed then you can make a call directly from the WhosOn client via your Skype account. In the Make Call group click the Skype Call button. The Skype caller form then appears: 143

144 Click the Place Call to call the visitor via Skype. Click End Call to end the call. Note: Skype needs to be running and connected before you can use this option. Note: The first time you do this Skype will ask you if you want to allow the WhosOn Client access to Skype. See Also: Implementing Visitor Click To Call Back 144

145 Viewing Charts & Reports Click the Reports tab to open the Charts & Reports viewer. The Reports tree contains a selection of Web Analytic and other reports. Select the report you want to view then select the site you want to view data on in the Monitored Sites tree. For Date-Based reports, the Group By option lets you change the grouping (Daily, Weekly or Monthly). You can also click the Exclude Weekends button to toggle the inclusion of Saturdays & Sundays from the report. Click the Data button to view the actual data behind the chart. Click the Export Data to save the chart or report data to a CSV file. 145

146 Editing Site Properties Via The Client You can edit most of the Site Properties via the WhosOn Client. However you cannot use the Client to create or delete sites. For this you must use the WhosOn Administrator. Right-click a site in the Monitored Sites tree in the WhosOn Client and select Site Properties: These settings are the same as already described in the Site Settings chapter. 146

147 Changing The Chat Graphics Via The Client You can use the WhosOn Client to quickly and easily change the graphics that are used for the chat links on your site. Right-click the site in the Monitored Sites tree and select Site Properties. Select the Visitor Chat tab: You can change the On-Line graphic (the graphic that is displayed when operators are available), the Off- Line graphic and the Invite graphic (the graphic that is displayed when an 'invite' request is sent). Click the Change button against each type. You can then select any GIF file on your PC. This will then be uploaded to the WhosOn server. If you don't want any visible graphic to appear when operators are off-line enable the Display Nothing When Off Line option. The Invite graphic by default starts 200 pixels from the top of the visitors browser and then moves across the page. This start position can be changed. In the Position entry, enter the number of pixels down from the top that you want to invite to start. Changing The Logo Displayed In The Chat Window Select the Logo tab. Here you can click the Change button to select a GIF file that will be displayed in the chat window. To make an exact fit ensure the GIF is 119 pixels wide by 199 high. 147

148 Changing Click Fraud Warning Graphic You can send warnings to visitors whom you suspect may be clicking your paid-for-listing multiple times (Click fraud). WhosOn can also send these automatically - See Site Settings - Site Entry Alerts. The warning appears as a moving image on the visitors browser. The image defaults to: You can change this graphic to any graphic of your choice. Click the Click Fraud Warning tab. Then click the Change button to upload a new graphic. 148

149 Generating The Tracking Code Via The WhosOn Client You can use the WhosOn Client to generate the WhosOn Tracking code to embed into your web pages. The code will then be correctly formatted for your settings. To do this, start the WhosOn Client. Right-click the site in the Monitored Sites tree and select Site Properties from the popup menu. Select the Tracking Code tab: The Embed Wizard button can be used to automate the process of embedding the code into multiple pages. You can also use the Embed Wizard to remove the code from your pages. You will still need to copy the above file to your root folder when using the Embed Wizard. The Create Test Page button will create a simple test page containing the Embed code. You can then view the page to see how the code is embedded. Note: You will see a security warning in IE because the page is loaded locally. This warning will not appear on your actual pages. Non-Javascript Tracking You can also track visitors via the WhosOn Gateway without using Javascript. This is useful if you want to track visitors on sites that do not allow Javascript to be used, such as MySpace, ebay, Blog sites etc. Click the Non-Javascript Tracking button to display the HTML code to paste into your page. Change the 'pagename.htm' to your own page name. 149

150 Client Options From the File menu choose Options to open the client options form. The General tab allows you to specify the WhosOn Server DNS or IP address, Port, Authentication String and your display name as already discussed. Login Tab This tab is used to specify your login User Name & Password. You will only need to enter a User Name/Password if Remote Client user name/passwords have been specified on the Site Properties on the WhosOn Server. Against each site being monitored by WhosOn you can enter a Remote Access User Name/Password. This allows you to restrict access to site data for specific clients. If no Remote Access User Name/password is specified in the Site Properties then any client will be able to see the site data. In addition, if access control is being used, the Clients will only receive chat requests & popup messages for those sites that they have access to. They will also only see other operators that have access to the same sites. Other Tab Hide On Start Up Check this option if you want the Client to automatically minimize to the System Tray when it starts. Mark Me as Busy when I m chatting to.. visitors at once When you are chatting to visitors it can be difficult to concentrate on more than 2 or 3 conversations at once. Use this setting to make the Client set your status to Busy when you are chatting to the specified number of visitors. You won t receive any more chat requests whilst you are marked as busy. The Client will automatically set your status to On-line when you close a chat session. Mark me as Away if I m inactive for.. minutes The Client can automatically set your status to Away if you don t move your mouse within the number of minutes specified. Your status will be automatically set to On-line as soon as you move your mouse. New Chat Request Sound File This option lets you change the sound file that is played when a new chat request is received. Click the Test button to show a sample popup alert. Default Message When Starting A New Chat This string will be entered into you chat panel when you open a new chat session. It's not sent to the visitor until you press Enter. You can use the following replacement strings: %NAME% - visitors name %MYNAME% - your name %MYDEPT% - your department %GREETING% - Good Morning, Good Afternoon, or Good Evening depending on the time of day %TIME% - the current time (at your location) Spelling Tab This tab allows you to switch on the spell checker. The spell checker is used when you are chatting. You can automatically have all your messages spell checked before they are sent. 150

151 Click the Enable Spell Check option to switch on the as you type spell check. Incorrectly spelt words will appear underlined with red. Canned Responses Tab The Canned Responses tab allows you to setup pre-set chat responses to save typing. You can create any number of Subjects. Each subject can contain any number of Responses. Whilst chatting you can click the Canned Responses button to select pre-set responses from Subject submenus. Note: You can also add to the Canned Responses lists whilst you are chatting. If you have entered a response that you think you may use again, simply click the Canned Reponses button and select Add Text from the relevant Subject sub-menu. 151

152 Localizing The WhosOn Client Localizing is the process of changing the user interface to work in another language or locale. All labels of forms, messages and tool bars displayed by the WhosOn Client can be changed or translated into another language. Form labels and message strings are stored in a file called the Data Dictionary. This file is named UCLIENT.DIC and will be located in the same directory as WhosOn Client executable (WOClient.exe). If the UCLIENT.DIC file is not present then the Client assumes the default (English) for all labels and message strings. This file can be edited using Notepad, or any other text editor. However, we have included a utility that allows easy editing of this file. The utility is called EditDD.exe and is installed in the same folder as the Client exe file. Each string is referenced by Application (always WOCLIENT), Form Name, Control & Index. To edit a string simply double click it. Work you way down the list localizing each string. When you have finished make a copy of the UCLIENT.DIC to copy to other Clients. Some messages contain characters enclosed by percentage sign, for example: Link Sent: %LINK% this will open in a new browser window. The characters between the % signs should not be changed since these are replaced at run time. Some strings are used as column headings for grids. For example: ^SiteKey Site ^Key >No >Visit <DNS. The characters are used to define column breaks. The ^, < and > characters are used to define column alignment. IMPORTANT: You must not change these characters, or change the number of columns by adding or removing any characters. 152

153 Toolbars All toolbar text, tooltip text and tool descriptions are held in the Data Dictionary file along with all other strings. All toolbar strings are contained in the sections beginning with Form Name TB_nnnn. These will be at the bottom of list. Each toolbar string contains three sections separated by characters. For example: Open &Referrer Open The Visitors Referrer Open the visitors referrer in your browser. 1. The first section is the tool caption. 2. The second section is the tooltip text. 3. The third section is the tool description. This text is displayed on the status bar as menu items are selected. Some toolbar items may not have a tooltip or description, but the must still be present. Toolbar captions can contain an optional & character, which keyboard shortcut key which can be pressed when the menu is open. If you have translated the DDICT.DAT into own language please send us the file. We will include it as part of the Client installation so it s always available. 153

154 Named Users All users of the WhosOn Client, connect to the WhosOn Server using a user name & password. There are currently 3 levels of user: 1 - The Global User Defined in the Program Options - Remote Access Section. This user can see all sites and has full access to all options within the WhosOn Client. Multiple WhosOn Client users can connect using the same global user name. 2 - Site Specific Users A user name assigned to a monitored site, in the Site Settings - Remote Access tab. These users will be able to see all monitored sites that have a matching user name/password. They will have full access to all WhosOn Client features, within their collection of monitored sites. Multiple WhosOn Client users can connect using the same site-specific user name. 3 - Named Users Named users a specific user records that you create using the WhosOn Administrator. You can then assign access rights to the user. WhosOn Client users who connect using a named user name will only see the monitored sites that you have assigned to them. In addition, named users will have their activity recorded in the WhosOn database, which you can later report on. Named users can only be created using the Enterprise Edition of WhosOn. 154

155 Creating Named Users Using the WhosOn Administrator, select Users - Add User from the menu. Enter the User Name/Password - the user name must be unique. Admin User Select this option if you want this user to be able to create and edit named user records themselves via the WhosOn Client. Invisible To Other Users Select this option if you do not want this user to appear visible to others. This is useful when creating a user that you can use to view the status of your sites and other operators but without showing on-line yourself. If you login using this user you will not show as available for chat requests or appear in the Other Operators list. You can still pickup chat requests if you choose to. Record User Activity In Database Select this option if you want all WhosOn Client activity for this user to be recorded in the UserLog table in the WhosOn Database. WhosOn will create a record each time the WhosOn Client user connects, changes their status and disconnects. Name/Department Enter the users full name and department. This will override any name/department that use WhosOn Client user has specified in their local settings. Address, Phone, SMS 155

156 These entries are optional. Access Rights You can assign each user various access rights. Select or un-select the access rights that you want to grant the user. 156

157 Monitored Sites On this tab you can define which of the monitored sites you have created in WhosOn that you want this user to be able to see in their WhosOn Client. 157

158 User Activity Reporting If you enable the Record User Activity In Database option against the Named User, then all WhosOn Client activity for the user will be recorded in the WhosOn Database as 'connection records'. Connection records can then be viewed via the WhosOn Client. This enables managers to view the activity and efficiency of WhosOn users. Select the Users tab to view your Named Users. Select the User you want to view connection records for and click the Connection Records button. Note: Only users flagged as Administrators will be able to view the connection records of other users. 158

159 The connection recorders for the current week will be listed. Use the Previous Week button to move back 1 week. The connection records show the Start & Finish time for each connection record. A connection record is started when the user starts their WhosOn Client. A new record is created each time the client changes their status. The last connection record is ended when the user closes their client. Each connection record will have one or more associated chat sessions that the user took during the period. These will be shown in the Details column. Click any of the visitor names to view the full chat transcript. The footer of the report shows the total duration and the average chat Wait time and Chat time. Also shown will be the average Rating left by visitors (you need to add the Rating built-in field to the post-chat survey to enable this). Click the Print button to print the connection records as a report. Connection records are stored in the WhosOn database table UserLog. 159

160 WhosOn Web Charts & Reports The Web Based Charts & Reports viewer is installed automatically during the main WhosOn setup. It allows users to view current visitors, visitor lists and charts & reports via a browser interface. The Web Based Charts & Reports viewer is implemented as a.net ASPX application, so you will need to install the.net Framework 2.0 first (Windows XP & 2003 already have the.net Framework). It is installed by default as a virtual directory called 'whosoncharts' under the Default Web Site in IIS. If you want to move this to another website, simply create a virtual directory in IIS and point it to C:\Program Files\WhosOnV5\WhosOnWeb\ Logging In When you start the Web Charts application you must first login. Enter either the global user name (this defaults to 'Admin' and no password) or a site specific user name. You will then only be able to view data for sites that you have access to. You cannot use the Web Charts without specifying a user name. If you have not done so already you should enable access control for web access and specify a global user Name/password. To do this choose File...Options in the WhosOn Server. Select the Remote Access - Web Access tab. Check the Enable Access Control For Web Access check box and enter a User Name/Password. This user name will give you access to data for all sites & groups defined in WhosOn. You can specify site specific user names on the Remote Access tab on the Site Properties. You can select the Site you want to view tabs at the top of the browser window. Traffic Summary 160

161 This view shows a summary for the current day of your traffic. It also shows top referrers, keywords and site entry alerts. You can change the day and view earlier days by selecting the Change Date option at the top. Current Visitors Select this option to view currently active visitors. The WhosOn server must be running for this report to work. The view will refresh itself every few seconds with updated information. Visit Lists You can view lists of visits for today or any previous day. You can also select to view visitors for specific Alert types, Prospects, Customers, New Visitors, Returning Visitors etc. Visitor Search Use thus option to search for visits. Enter the search criteria and then select the 'search for' option from the drop down. You can search for IP address, DNS Name, Organization Name and Entry page. You can use % characters to do a LIKE search, for example, enter 67.% to search for any IP address beginning with 67. The report will then list all visits (on all dates) that match the criteria. Chat Sessions This option allows you to view chat sessions for the current day, week, month and year. You can also do full text searches on all chat transcripts. Charts & Reports Most Charts & Reports allow you to enter a Date Range in the From and To date entries. When you start Charts & Reports the date range defaults to Jan 1 st for the current year to the present date. If you change a date click the Refresh button to update the chart or report. You can also move back or forward by 1 day, week, month or year. Charts that chart by date can also show data grouped by Day, Week or Month. When viewing visitor traffic reports by date it s often useful to just concentrate on weekdays since Saturdays & Sundays will always have lower figures. Click the Exclude Weekends to exclude results for Saturdays & Sundays from the view. Exporting To Excel Live stats, visitor lists and reports can be exported to Microsoft Excel. Click the button at the bottom of the page. The Excel file will then be automatically downloaded to your machine. Excel will then start with the downloaded file. 161

162 Creating Your Own Chart Or Report This section is for advanced users only. You need to have an understanding of the SQL language to be able to create your own queries. If you don t understand SQL and have a good idea for a new Chart or Report let us know if it will help other users we will create it for you and add it to the list of pre-defined queries. On the toolbar click the New Query button, or right-click the Charts & Reports tree and select New Query from the popup menu. Enter the Group Name where you want to save your new query, or select an existing group. You can create new groups with multiple levels by using the \ character as a level separator. Enter a Query Name to describe your new query. Allow From & To Date Selection If your query includes a date range WHERE clause you can enable the From and To Date range entries allowing the user to filter the query for any date range. Report Only Check this option if you just want to present your query results as a report. Some queries are not suited to being shown as a chart (such as referrer based queries where referrer names can be quite long). For chart based queries you can select the chart Type and Color. Click the 3D option if you want to show the chart in 3D. You must now enter the SQL SELECT statement that will return the results for your query. Click the SQL Query tab. 162

163 See the Database Appendix for a complete list of Tables and Fields that you can use. The SQL Statement can be as simple or complex as you like. You can use Multi-table joins, Group By, Sub Queries whatever you need. If you are using SQL Server or a database that provides a query analyzer it is a good idea to construct your query using the Database query analyzer and then paste the SQL into the SQL Statement box. The WHERE Clause The WHERE clause can contain special fields that will be replaced at run time, depending on the Site and DateRange selection criteria. {site} will be replaced by the site key for the site currently being viewed if you don t have a WHERE Site = {site} in the where clause then the results will be from all sites on file. When reporting on Groups of sites, the {site} is automatically expanded to include all sites in the group. {fromdate} will be replaced by the current From Date and {todate} will be replaced by the current To Date. So adding a DateField BETWEEN {fromdate} AND {todate} will allow your query to be selectable by date. Click the Verify button to check if your query can be executed. For Chart based queries you must select the Field To Chart and the Group By Field. These are two fields from your SELECT statement. You can either use field names or numbers (0 being the first field in the SELECT). The Field To Chart will be the data field, and the Group By Field will be the chart series label. If the Group By field is a date field, click the Date Field check box this will enable the Group By Date buttons when the chart is run. Click OK to save your query. You can then run it by clicking it in the tree. 163

164 Microsoft CRM Integration WhosOn can integrate with Microsoft Dynamics CRM 4 or higher. It works with both on-premise and hosted versions of Microsoft CRM. Features of the CRM Integration include: Ability to send chat transcripts to the CRM system to be stored against a lead, contact or account. Ability to send call-back-requests to the CRM system. Ability to send any visitor detail to the CRM system to be stored against a lead, contact or account. Ability to create new leads, contacts or accounts from within the WhosOn Client. Ability to view a lead, contact or account record that is assigned to a visitor from within the WhosOn Client. Integration with Microsoft Dynamics is handled by the CRM Integration Service. This is an application developed by Parker Software that communicates with the CRM system. It runs as a background process. The WhosOn Client communicates with the CRM Integration Service which in-turn communicates with your CRM Server. The CRM Integration Service must be configured before you can use the CRM Integration. 164

165 Configuring The CRM Integration Before you can use the CRM Integration it must be configured. You configure the CRM Integration from the WhosOn Client Options - CRM Integration tab. Enable the CRM Integration option and the click the Configure Microsoft Dynamics Integration button. This will start the CRM Integration Wizard: 165

166 Enter the URL for the Microsoft Dynamics CRM Instance that you want WhosOn to integrate with and click Next. 166

167 Now enter the Organization Name as defined in your CRM system and click Next. You must now select the Authentication Method. You can use Windows Authentication or Forms- Based Authentication. Windows authentication is used for on-premise installations. Forms-based authentication is used for hosted or on-premise installations. Select the Authentication method and click Next. 167

168 For Forms-Based Authentication you will need to provide the User Name, Password and Domain Name. For Windows Authentication you will need to provide only the User Name and Password. For Windows Authentication you need to provide the domain user name/password that has access to the CRM system. This will normally be the same user name/password that you login to Windows with. The CRM Integration Service will be configure to run under this user. Click Next to continue. 168

169 Click the Complete CRM Integration Setup to complete the setup. The Wizard will then install the CRM Integration Service and connect to your CRM system to download all entity types. This could take several minutes to complete. Once done, click Finish to complete the setup. You should now close and restart the WhosOn Client. The CRM Integration will then be active. 169

170 Using The CRM Integration Once the CRM Integration is configured you can start assigning visitors, chats & call-back requests to records in your CRM system. Visit Detail For any visitor you can open the Visit Detail window by clicking the View Visit Detail button on the toolbar. The Contact tab of the visit detail will now have a Send To CRM button. Click this to send the visitors details to the CRM system as either a new lead, account or contact. Note: The first time you send any data to the CRM system via WhosOn may take a few moments whilst the CRM Integration service establishes the connection. Subsequent transfers will be much faster. Once the visitor has been sent to the CRM system the CRM ID will be added to the Notes field and the View CRM Record button will be visible. The visitor is then permanently assigned to the CRM record you just created. If the visitor returns to your site their contact info will show in the current visitors list and you can view the visit detail to show the CRM record by click the View CRM Record button. 170

171 Live Chat Sessions Whilst chatting to a visitor you can send the chat transcript to the CRM system. This will be stored against a new or existing lead, account or contact. Click the Add To CRM button at any time during your chat. You then have the option of adding the chat transcript to an existing contact record or creating a new lead/account/contact and adding the chat transcript to the newly created record. Note: If the visitor is already associated with a CRM record then you must select Add To Existing Contact Record. If you choose Add To Existing Contact Record and the visitor is not already associated with a CRM record then you can select an existing CRM record: 171

172 Select the Type of CRM record to search for and enter the Search For text (this can be company name, name, address etc). Click the Find button. The matching CRM records will then be listed. Select the record you want to assign to the visitor and click Select. 172

173 Call Back Requests Click to call back requests made by visitors via WhosOn can also be sent to the CRM system as open or closed calls. When viewing a call-back request, click the Add To CRM button. You then have the same options as you do with Chat Requests. 173

174 Remote Administration The WhosOn Administrator can connect to a remote WhosOn Server. When you start the WhosOn Administrator, the Login form appears: In the Server Name or IP Address entry enter the IP address or DNS name of the remote WhosOn Server that you want to connect to. The User Name & Password can either be the global user name/password (as defined in the program Options - Remote Access tab) or one of your Named Users that has Admin rights. Once connected you can manage the server as you would a local server - with the exception that you cannot create & edit Charts & Reports. You can create/edit/delete monitored sites and users, and you can change the program options. You can Stop the WhosOn Server service - however take care because you cannot restart it (since you will loose the connection to it once it stops). 174

175 Live Chat Specifics This chapter will describe how to setup WhosOn so that visitors can chat to you in real time as they are browsing your site. Using WhosOn you can implement real time chat with your web site visitors. This will allow your visitors to chat to operators within your organization whilst they are browsing your web site. This is very useful for live customer support and for when potential customers need to ask you questions as they are browsing your pages. You can also watch visitor activity via the chat operator client, pro-actively invite visitors to chat and push web pages to the visitor which automatically open! The WhosOn Chat Server is self contained. It does not use third party services or agents on your web site. It can be used on multiple domains, and optionally multiple departments within a domain. During installation the WhosOn setup will create a virtual directory in IIS called 'chat'. This is placed under your default web site. The virtual directory points to C:\Program Files\WhosOnV5\Chat\ - you can create additional chat virtual directories under different IIS sites if you wish. Prerequisites In order to host visitor chat you need the following: - A PC running Windows 2000, XP or IIS installed and running. -.NET Framework 2.0 installed. - A public Internet IP address (either assigned to a network card in the PC or via a router). The PC needs to have a permanent Internet connection (bandwidth requirements are very low). Note: If you do not have a permanent Internet connection or a static IP address then consider using our 'Hosted' version. To get started see: Quick Start 175

176 Components The Chat Server uses four distinct components: 1. The Chat Client The Chat Client refers to the browser based application that your visitors will use to chat to you. The chat client will work on all browsers and uses firewall friendly HTML for communication. You can run the chat client over SSL for secure chat. 2. IIS The Chat Client is served via IIS using a regular virtual directory. Therefore you need to enable IIS on your WhosOn PC if you want to use the chat feature. When WhosOn is installed a 'chat' virtual directory is created under the Default Web Site in IIS. This points to the C:\Program Files\WhosOnV5\Chat folder. You simply create links to the chatstart.htm file from anywhere on your site. 3. The Chat Server The Chat Server is an integrated part of the WhosOn Server program. The Chat Server component starts automatically when you start the WhosOn Server. 4. The WhosOn Client The WhosOn Client is a Windows application that runs on operators PC's. It is used to monitor visitor activity in real time and to chat to visitors. Multiple Clients can be installed and connected to the WhosOn Server. The WhosOn Server can support hundreds of Clients. You can purchase additional Client licenses as your needs grow. The WhosOn Client connects to the WhosOn Server via TCP/IP port You will need to open this port on your firewall if you want to use the WhosOn client over the Internet. See: The WhosOn Client See Also: Chat Quick Start 176

177 Visitor Chat Quick Start WhosOn is a self hosted visitor chat solution. This means that the WhosOn Server must run on one of your own PC's. This PC must be connected to the Internet, and must be running Windows. IIS must be running with the.net Framework 2.0 installed. WhosOn can be installed separately from your main web server if you wish. The bandwidth requirements are minimal so it will work fine on a PC with a low bandwidth connection. Testing Visitor Chat Locally After installing WhosOn you can test the chat functionality locally - IE you can open a chat window and chat to yourself. This will give you an impression of how the chat works from both ends. Enabling External Chat Once you have become familiar with using the Chat Operator locally you can then enable external chat and start embedding visitor chat into your web sites. 177

178 Testing Visitor Chat Locally On Your Own PC The WhosOn Setup program will automatically create an IIS Virtual Directory called 'Chat' under the default web site and setup a shortcut to the CHATSTART.HTM file on your Start menu. If the setup has not done this then you will need to create a new Virtual Directory in IIS called 'chat' and point it to the C:\Program Files\WhosOnV5\Chat folder. To test the chat functionality follow these simple steps: Start the WhosOn Server Service - (if you want you can setup some sites to be monitored, this is optional - it's not required in order to test the Chat function.) Start the WhosOn Client from the WhosOn folder on your Start menu. Now open your web browser and type into the address bar. The Chat Client will then appear. Type your name and press Enter. The WhosOn Client will show a popup alert and make a sound. Click the popup alert, or in the Chatting Visitors list, right-click your name and choose Start Chatting. You should now be able to chat to yourself! If nothing happens or if an error message is displayed in the chat client check the following: - Ports 8011 are open on your firewall. - WhosOn Server Service is running. -.NET Framework 2.0 is installed and enabled for the chat virtual directory in IIS. Once you have verified the chat is working locally you can then enable external chat so that visitors can chat to you from the Internet. 178

179 Enabling External Chat Follow these steps to allow visitors from the Internet to chat to you. Start the WhosOn Administrator. From the File menu choose Public IP Setup Wizard The Wizard will list all IP addresses that it finds on your PC. Select the PUBLIC IP address or DNS Name that you want to use for visitor chats. If no public IP addresses are listed and you are using a router then enter the routers external IP address. The Lookup My Public IP button will make a web request to the WhosOn web site to and return the public IP address that was used. Note: Addresses that begin with , and 10. are INTERNAL addresses and will not work from outside your network. You must select the EXTERNAL ip address. Click Next > The link shown is the link to use from your web sites to start chat sessions. You can click the link to test (ensure WhosOn is running!). If the test fails, check that: - IIS is running on your PC - that the Default Web Site in IIS is started - that a 'chat' virtual directory in IIS exists under the Default Web Site - that port 80 is open on your firewall/router The link will be ip}/chat/chatstart.htm 179

180 You can replace the {public ip} with a DNS name if you have one assigned to the IP address. For example: WhosOn supports multiple domains. If you want to provide chat on multiple domains then simply add?domain={domain name} to the link. For example: will direct the chat request only to chat operators assigned to domain 'mydomain.com'. The domain name must match the domain name setup in WhosOn. Now, simply edit your web site and place a 'Click To Chat' link in your pages directed to the link shown above and get ready to start chatting in real time to your visitors! Click the Finish Button 180

181 Creating Chat Links From Your Site You can place standard 'click to chat' hyperlinks on your web pages or signature in addition to the 'click to chat' graphic. To do this simply create links to: Where {domain} is your domain name as setup in WhosOn and {whosonserver} is the WhosOn server IP address or DNS that you are connecting to. If you are using department specific chat you can add a &department={department} to the above URL. To change the language of the chat window add a &lang={lang} to the above URL. Where {lang} is: en - English fr - French ge - German nl - Dutch it - Italian es - Spanish pt - Portuguese sv - Swedish el - Greek ru - Russian If you do not specify the &lang parameter, then WhosOn will use the value defined by the visitor's browser. For unsupported languages, English will be used. To change the background image used for the chat window add a &bg={url}. Where {url} is the full URL to a custom GIF file that you want to use: Full example: es&lang=fr&bg= A simple 'Click To Chat' text link would therefore be: <a href=" Here To Chat</a> Using A Sized Window This example uses a Javascript Window Open command to open the chat in a correctly sized browser window, without any address bar or toolbar: <a href=" onclick="javascript:window.open(' in= 'width=484,height=361');return false;">live Help</a> You can use any HTML link format you choose. Generating Links Using WhosOn You can generate chat links using WhosOn - on the Site Settings - Chat - Manual Links tab. 181

182 Displaying Your Own Logo You can change the logo that is used in the Chat Client window. Each monitored site in WhosOn can have its own logo. You change the logo via the WhosOn Client. Open the Site Properties in the WhosOn Client and select the Visitor Chat tab. The select the Chat Window Logo tab. Click the Change button to select a custom GIF file to use. To make the GIF 'fit' exactly in the logo space you should resize your GIF file to be 119 pixels wide by 199 pixels high. 182

183 Changing The Background We have created a number of 'Themes' for the chat window. You can change the Theme in the Site Properties - Chat - Other tab. You can edit any of the themes by changing the stylesheets of the relevant them in the C:\Program Files\WhosOnV5\Chat\App_Themes sub folders. You can also override the background image of the chat window with a custom graphic of your choice. You also have the option of specifying a custom background URL on the chatstart querystring. Eg: &bg= Use the &bg={url} option to specify the url of any image file to use as the background. 183

184 Using Chat On Multiple Sites You can set up site specific chats. This means that chat requests from certain sites are directed only to those operators assigned to a specific site (you can also setup 'departments' within a site). When WhosOn Clients connect to the WhosOn Server they will be logged on to the sites that they have access to depending on their user name & password. If you run multiple sites and want to provide site specific chat on each one then follow these steps To configure site specific chat, simply add a?domain={domain} to the CHATSTART.HTM page, for example: - will direct the chat request only to operators logged on to the site. 184

185 Department Specific Chat You can set up department specific chats on your web site. This means that chat requests from certain parts of your site can be directed only to those operators assigned to a specific department. There is no limit to the number of departments you can use within a site. For example, suppose you have a 'Sales' and 'Support' section on your web site. In each section you have a 'click to chat' button. You have 4 operators, 2 in the 'Support' department and 2 in 'Sales'. You can setup the chat so that when a visitor clicks on the 'click to chat' button in the sales section of your web site, only the 2 operators in the Sales department will receive the chat notification and visa-versa for support. To configure department specific chat, simply add a?department={dept} to the CHATSTART.HTM page, for example: - will direct the chat request only to operators in the Sales department. You can combine domain and departments, for example: This will cause the chat request to be sent only to operators logged on to domain ' in department 'sales'. Allowing Visitors To Pre-Select The Department The chat client can display a list of available departments to the visitor before the visitor starts a chat session. The visitor can then select the department that he/she wants to chat to. To enable this feature select Select Department Before Starting Chat option from the Allow Visitor To Pre-Select Operator/Department drop down from the Site Properties - Chat - Opening Message tab. The visitor will then see a list of available departments: 185

186 The chat request will then only be sent to operators in the selected department. 186

187 Operator Specific Chat The chat client can display a list of available operators to the visitor before the visitor starts a chat session. The visitor can then select the operator that he/she wants to chat to. To enable this feature select Select Operator Before Starting Chat option from the Allow Visitor To Pre-Select Operator/Department drop down from the Site Properties - Chat - Opening Message tab. 187

188 Pre-Assigning The Visitor Name By default, visitors must enter their name before they can start a chat session. This can be disabled if you wish, so that the chat session just starts - without the visitor having to enter anything. Add the querystring parameter &name={name} to the chatstart URL. Eg: The {name} can be any text string. Set the {name} to 'auto' if you want WhosOn to automatically assign the visitor a name. This will be the visitor's DNS name or their actual name if it is stored in the database. Eg: 188

189 Real Time Translation Real time translation allows visitors and operators to chat to each other in different languages. WhosOn will translate the chat text in real time in both directions. WhosOn can currently translate to and from the following languages: English, German, Spanish, French, Italian, Portuguese, Russian, Greek, Dutch, Swedish, Japanese, Chinese (Simplified), Korean, Arabic Real Time Translation is an optional premium feature. The actual translation is performed by a third party web service, which you need to subscribe to. You must purchase translation 'credits' and setup a translation account before translation will work. You can enable real time translation, both at the server level and on a site-by-site basis. Each site can use it's own translation account if required. Enabling Translation can be enabled for all monitored sites and on a site-by-site basis. To enable translation for a specific monitored site, select the Visitor Chat tab on your Site Properties. Then select the Chat Translation tab. Select the Enable Chat Translation option. You must then enter your translation account user name & password. Select the Default Operator Language - this is the language used by operators within your organization. If you have not setup a Translation Account, click the Setup Translation Account button or go to - here you can create an account. There may be a delay before your account is activated. How It Works Once translation is enabled then whenever a visitor starts a chat session, WhosOn reads the visitor's language from their browser settings (or the &lang= parameter of the chatstart querystring). If the visitor's language is different from the operators language then the visitor will be asked if they want to chat in their own language. If the visitor chooses to chat in their own language, then any chat text that the visitor sends will be translated into the operators language. At the operators end, the operator has a choice of disabling translation for the chat session. The operator can also choose to send text that will be translated or not. For both the visitor and the operator, the original and translated text is show and stored in the chat transcript for future reporting. 189

190 If the visitor's language does not match the operator's language, then the visitor will be asked if they would like to use translation. Once in chat session, the visitor will see both the original and translated text. 190

191 The operator can switch off translation, and select to send untranslated text. The operator also sees both the original and translated text. About Machine Translation WhosOn uses 'machine translation'. Which means that the text is translated by a computer. The result may not be an accurate translation, but should be enough to give the 'gist' of what each party is saying. 191

192 Using Other Languages The Chat Client can display strings in the following languages: English (en) French (fr) German (de) Italian (it) Spanish (es) Dutch (nl) Greek (el) Portuguese (pt) Swedish (sv) Russian (ru) To use another language, specify '&lang={lang}' on the querystring, for example: Will display French labels in the chat client. Alternatively you can specify a default language to use in the Site Properties - Chat - Language tab. If you do not specify the language then WhosOn will use the value from the visitor's browser. If an unsupported language is used then WhosOn will default to English. If you would like another language adding please contact us. Live Translation WhosOn can also translate the chat text between the visitor's and operator's language. See: Real Time Translation 192

193 Using A Server-Side Script To Show Operator Availability If you are not using the WhosOn Tracking Code to display operator availability you can use a simple server-side script (ASP, PHP, PERL, CGI etc) to display the chat operator status to your visitors. When chat operators are on-line the WhosOn Server can maintain a HTML file. This file contains a list of operator names, their department & current status. If no operators are on-line then the file is deleted. A separate file is created for each domain. The file will be called {domain name}.htm You can specify the location of the chat folder on a site-by-site basis using the WhosOn Administrator. Open the Site Properties - Chat - Options tab. Enable the Create A HTML File Containing Operator Status option to switch on this feature. You could create a simple script that checks for the presence of this file. If it exists then you could display a 'We are available' graphic or message. If the file does not exist you could display a 'Leave A Message' link that points to a page allowing the visitor to leave a message. Using a script in this way enables you to display your operator status to visitors without much overhead. The following example ASP page simply displays 'Operators Are On-Line' if chat operators are on-line (the file exists) or 'Sorry No Operators Available' otherwise. <html> <head> <title>chat Operator Status</title> </head> <body> <%@LANGUAGE="VBScript" %> <% Set fs=server.createobject("scripting.filesystemobject") If fs.fileexists("c:\program Files\WhosOnV5\chat\ = True Then Response.Write("Operators Are On-Line!") Else Response.Write("Sorry No Operators Available") End If Set fs=nothing %> </body> </html> You could improve on this to actually read the file and display the available operator names. Or you could display a different graphic file depending on the result.. You could also create a link to a 'leave a message' page if no operators are available. You could also create a separate link to each chat operator, using the Department parameter. Showing Operator Status In An IFRAME One easy way to show your operator status is by using an IFRAME element. For example: <iframe name="whoson" src=" </iframe> Placing the above IFRAME element on your page would display the current status of each operator monitoring the domain ' When using this method you can configure WhosOn NOT to delete the HTML status file when all operators are off-line. This will avoid the IFRAME showing 'page not found'. See Also : Site Settings - Chat Tab - Operator Status File 193

194 Customizing The Chat Text Strings You can change all of the default text strings used by the WhosOn Chat & Click-To-Call-Back client. All text strings are stored in an XML file in the \Strings folder in the chat folder (C:\Program Files\WhosOnV5\Chat\) Simply edit the XML file using a text editor, for the language of your choice. For example, for English strings, edit the en.xml file, for French use fr.xml. You can also create new XML files for other languages. Save the XML file using the two digit language code. Site specific strings files. In addition to language specific strings, you can create site-specific strings files. Simply create a file called {domain}.xml in the \Strings folder, for example: Example Strings File <?xml version="1.0" encoding="utf-8"?> <strings> <HeaderStart>%apptitle% Chat: Please Enter Your Name To Begin</HeaderStart> <StartChat>Start Chat</StartChat> <EndChat>End Chat</EndChat> <Connected>%apptitle% Chat: Connected</Connected> <NotConnected>%apptitle% Chat: Not Connected</NotConnected> <PleaseWait>Please Wait...</PleaseWait> <NoName>Please enter your name</noname> <No >Please enter an address</no > <ConnectError>Could not contact the %apptitle% Server. %apptitle% may not be running, please try later.</connecterror> <ChatSessionClosed>Chat Session Closed</ChatSessionClosed> <ChatSessionEnd>Thank you for chatting to us today.</chatsessionend> <Transcript>If you would like a transcript of this chat ed to you, please enter your address and click the Send button.</transcript> <Send>Send</Send> <Print>Print</Print> < > </ > </strings> Additional Tags You can also add the following tags to any strings file: BackgroundURL - specify a custom image for the chat window background. StyleSheet - specify a custom stylesheet to override the default. 194

195 Chat Event Scripts The WhosOn Server can execute custom scripts when new chat sessions start, when chat sessions end and when invite requests are sent. These scripts are Visual Basic compatible scripts that execute in real time as the events occur. You can use these scripts to perform custom actions, such as: Canceling chat requests Redirecting chat requests to specific users based on your own criteria. Recording chat sessions and visitor info in external systems. Customizing invite requests based on your own criteria. Note: Scripts require knowledge of Visual Basic programming. This is not covered in the WhosOn Help. You enable event scripts using the WhosOn Administrator in the Site Properties - Chat - Scripts tab: Enable the Event option then click the Edit button to edit the script: 195

196 When the script is fired the Sub Main procedure is executed. You need to put your custom commands between the Sub Main and End Sub. You can create any number of sub-procedures and functions and call these from the Sub Main. ThisVisitor Object The 'ThisVisitor' object contains a reference to the current visitor that has request the chat or that is being sent an invite. Entering ThisVisitor. will show the intellisense menu of the visitor properties. You can access any of the ThisVisitor properties in your script. ThisChatSession Object The ThisChatSession object contains properties relating to the current chat session. This object will be null for Invite events. Operator Array The Operator array contains an element for each connected operator (this has access to the monitored site for which the script is executing). The OperatorsConnectedCount property will return the number of elements in the array. The array starts from 1 to OperatorsConnectedCount. SendChatRequestToOperators This is a string value and it can be set in the pre-chat script. Set it to a comma separated list of operator names that you want to receive the chat request. SendChatRequestToDepartments 196

197 This is a string value and it can be set in the pre-chat script. Set it to a comma separated list of department names that you want to receive the chat request. CancelChatRequest Set to True to cancel the chat request in the pre-chat script. The visitor will receive the 'not available' message. CancelInviteRequest Set to True to cancel the invite request. InviteText This is a string value that will contain the text of any invite sent to visitors. It can be changed within the invite script. Pre-Chat Script Example 1 The above example loops through the Operators array. Any operators that are on-line (IE: Have their status set to on-line in their WhosOn Client) OR have not taken a chat request for 1 hour or more will be added to the SendChatRequestToOperators string. Pre-Chat Example 2 The above example checks the GEO-IP country name of the visitor. If the Country is China AND the visitors DNS name is not resolved then cancel the chat request. This will stop visitors from China who don't have a reverse DNS from chatting. 197

198 Pre-Chat Example 3 The above example cancels any chat requests that are received between 1:00pm and 1:59pm. Accessing Pre/Post Chat Surveys In Scripts The string value ThisChatSession.PreChatSurvey will contain the complete pre chat survey results (use.postchatsurvey for the post chat survey). This will be an XML formatted string in the following format: <field> <name>fieldname 1</name> <value>value 1</value> </field> You could then use the value of the pre-chat survey to direct chat requests to specific departments/operators or to save the results to external systems. Invite Scripts These scripts execute when invite requests are sent (either manual or automated invites). You can use the script to cancel the invite request or to change the text of the invite. You can access the ThisVisitor object for information about the visitor that the invite is being sent to, For example: This example invite script checks the visitors country. If it is a UK visitor and the search keywords that they used contains ' 2db' then it changes the invite text to 'Welcome UK Visitor. Click here to chat to us about 2DB offers". It then checks if this visitor has chatted to us before - if they have then the invite is canceled. Built-In Functions A number of functions are built-in to the scripting language in addition to the language itself. AddToLog(Message) Adds a string to the server log. This is useful when developing scripts so that you can see the results of a script and check its executing. The line will be added to the server log which shows in the WhosOn Administrator. GetRegistry(Section,Setting,Default) - returns a variant Reads a value from the registry from the given Section and Setting GlobalVariable(Name) Sets or returns a variant global variable. This variable persists between script executes. It does not persist between server sessions. 198

199 Send (ToAddress,FromAddress,Subject,Message) Sends an . This uses the SMTP server specified in the WhosOn Settings to send the . SendSMS(ToNumber,Message) Sends an SMS text message. This uses the SMS Server settings specified in the WhosOn settings to send the SMS. Adding References Click the Add Reference button to list available COM objects that you can use in your scripts. For example, you can add a reference to Microsoft ActiveX Data Objects (ADO) - which means you could then use ADO to update external databases in your scripts. Notes: All scripts execute in real time as the events occur. Do not put lengthy processes into scripts as this will slow down your server. Always add error checking (On Error Goto... or On Error Resume Next) so that errors in your scripts are handled correctly. 199

200 Click To Call Back Specifics This chapter will describe how to setup WhosOn so that visitors can request a call back from you as they are browsing your site. Using WhosOn you can implement an easy to use Click To Call Back system with your web site visitors. This will allow your visitors to be able to click a link on your pages to request that someone from your organization calls them back via telephone or Skype. The WhosOn Click To Call Back Server is self contained. It does not use third party services or agents on your web site. It can be used on multiple domains, and optionally multiple departments within a domain. The Click To Call Back feature is built into the chat client. You therefore need to first setup the WhosOn Chat (even if you don't plan to use the chat features). See Also: Setting Up See Also: Responding To Call Back Requests 200

201 Setting Up Click To Call Back Setting up the Click To Call Back feature is simple, once you have setup the WhosOn Chat. Follow the instructions in the Quick Start guide to setup WhosOn Chat. For further information about the WhosOn Chat Server see: Implementing Visitor Chat Once you have the WhosOn Chat up and running the only thing you need to do to enable the Click To Call back feature is to place additional links on your web pages that point to: Where {domain} is your domain name as setup in WhosOn and {whosonserver} is the WhosOn server IP address or DNS that you are connecting to. You can create as many of these links as you need. The WhosOn Tracking code does not need to be used in order to use Click To Call Back (its still needed if you want to use the Chat or if you want to track visitors via the WhosOn Gateway). To change the language of the chat window add a &lang={lang} to the above URL. Where {lang} is: en - English fr - Franch ge - German nl - Dutch it - Italian To change the background image used for the chat window add a &bg={url}. Where {url} is the full URL to a custom GIF file that you want to use: Full example: // A simple 'Click To Call Back' text link would therefore be: <a href=" Here To Request A Call Back</a> Using A Sized Window This example uses a Javascript Window Open command to open the chat in a correctly sized browser window, without any address bar or toolbar: <a href=" onclick="javascript:window.open(' in= 'width=484,height=361');return false;">request A Call Back</a> You can use any HTML link format you choose. Generating The Link Via The WhosOn Client You can generate the above link via your WhosOn Client. Select the Site Properties - Call Backs tab. Then select the Generate Link tab. How It Works When a visitor clicks your 'Call Me' link the WhosOn Click To Call Back form will be loaded. The visitor enters their name, company and telephone number. They also have the option of entering a preferred call back time and optional department/operator that they wish to speak to. When the visitor submits the form the data is sent to the WhosOn server. At the correct time, WhosOn will then do the following, to inform you that a visitor needs calling: - Send a popup notification to all on-line WhosOn operators. - Send an to the site admin. - Send a SMS message (if enabled). 201

202 A list of pending call backs will show in your WhosOn client. An operator can then select the call back to view all of the visitors information. At this point they can make the call. The status of the pending call back is then updated so that other operators know the call is in progress. All call backs are recorded in the WhosOn database. You can view lists of call backs made via the WhosOn Client - Visitor Lists toolbar button. Call backs also show against a visitor when viewing their visit details. 202

203 What The Visitor Sees When a visitor clicks the call back link a new window will open with the following form: The visitor enters their Name and optional Company name. They can also select when they would like to be called, and (if you enable the option on the site properties) they have the choice of selecting a specific department or operator. The visitor then enters the Telephone number. They can also request to be called via Skype or a Land line. The Country will be automatically selected based on the visitor's GEO-IP however they can change it if required. The visitor can enter an optional Message before clicking the Request Call Back button to send the call back request. As with the Chat client all the text can be changed and you can change the background and logo. 203

204 Viewing Click To Call Back History All click to call back requests are stored in the WhosOn database (UserCallBacks table). You can view a list of call back requests for any date via the WhosOn Client. On the Client toolbar select Visitor Lists - View Call Backs. This will list all call back requests for the currently selected site/date. Use the Today tab to change the view date if you want to view lists for previous days. Double click any call back to view the full visit detail associated with that call back request. Call back requests are also shown when viewing individual visit details for a specific visitor. The Call Backs tab will show all call back requests made by that visitor. 204

205 The WhosOn Gateway This Chapter describes the WhosOn Gateway. The Gateway allows you to use embedded client-side code in your web pages to track visitors and to show operator availability. You can use it to track visitors instead of using your web server log files, or you can use it just to show operator availability (whilst still using log files to track visitors). Using embedded code to track visitors is commonly referred to as 'page tagging'. Using page tagging to track visitors has a number of advantages: Much faster updates of visitor stats. Visitors will show in WhosOn almost instantly. Better proactive 'invite' requests can be sent to visitors that will work through popup blockers (since the embedded Javascript 'pulls' the invite requests). Ability to monitor when a visitor leaves your site instead of just waiting for a timeout. Ability to send paid-for-listing abuse warnings. Better performance of the WhosOn Server allowing it to handle high-volume sites. More sites can be monitored from a single WhosOn server due to performance improvements. More accurate tracking of visitors from the same IP (the gateway uses a unique Cookie for each visitor in addition to the visitors IP address and User Name). No requirement to have access to the web server log files, therefore will work on any type of web site regardless of where or how it is hosted. However it also has some disadvantages over using log files to track visitors (unless you use server-side tracking): You have to insert a small code snippet into each page you want to track (a utility is provided to do this on multiple pages). Page errors cannot be detected - log files will show what pages didn't get served in addition to those that did. Hacker activity cannot be detected since failed page attempts and path transversals, EXE requests etc cannot be detected. Spider activity may not be detected since Spiders may not execute Javascript. Bandwidth usage cannot be monitored. The WhosOn Gateway program acts as a proxy between the WhosOn Server and the Javascript function that you embed into your web pages. Whenever a visitor requests one of your pages the Javascript function makes a request to the WhosOn Gateway. The Gateway serves the 'chat' image back to the visitors browser and then sends the visitor information to the WhosOn Server. The WhosOn Server then updates the visitor information. The Gateway can run on the same PC as the WhosOn Server itself or on a separate PC. Multiple Gateways can connect to one or more WhosOn Servers allowing for a large degree of scalability. The Gateway can be used to provide 'hosted' live stats and chat services for clients - even if you do not have access to their log files. Our own WhosOn 'hosted' service uses a standard copy of WhosOn and the Gateway. *New* Server Side Tracking The WhosOn Gateway can also track visitors via server-side code (ASPX, ASP, PHP etc). This removes all of the above disadvantages. See: Server-Side Tracking Using The Gateway 205

206 Generating The Tracking Code Via The WhosOn Client You can use the WhosOn Client to generate the WhosOn Tracking code to embed into your web pages. The code will then be correctly formatted for your settings. To do this, start the WhosOn Client. Right-click the site in the Monitored Sites tree and select Site Properties from the popup menu. Select the Tracking Code tab: The Embed Wizard button can be used to automate the process of embedding the code into multiple pages. You can also use the Embed Wizard to remove the code from your pages. You will still need to copy the above file to your root folder when using the Embed Wizard. The Create Test Page button will create a simple test page containing the Embed code. You can then view the page to see how the code is embedded. Note: You will see a security warning in IE because the page is loaded locally. This warning will not appear on your actual pages. Non-Javascript Tracking You can also track visitors via the WhosOn Gateway without using Javascript. This is useful if you want to track visitors on sites that do not allow Javascript to be used, such as MySpace, ebay, Blog sites etc. Click the Non-Javascript Tracking button to display the HTML code to paste into your page. Change the 'pagename.htm' to your own page name. 206

207 The Tracking Code The tracking code consists of a single code block. The code can be placed anywhere on your page between the <BODY> tags. Place it at the point where you want the Click-To-Chat graphic to appear. The code must be placed between <SCRIPT> tags. The Code: <!-- Embedded WhosOn: Insert the script below at the point on your page where you want the Click To Chat link to appear --> <script type='text/javascript' src=' <script type='text/javascript'> if(typeof swotrackpage=='function')swotrackpage(); </script> <!-- End of embedded WhosOn --> The code has some configurable options The src= parameter should point to the public ip/dns}:{port}/include.js?source={domain} The {port} is the port number of the WhosOn Gateway - this defaults to The {domain} is the domain name of the monitored site in WhosOn. This doesnt have to match your actual domain name - it is just a unique reference to match against a site in WhosOn. Additional Fields A number of additional fields can be defined before the if(swotrackpage)swotrackpage(); line. swodepartment Department name - this is optional. It allows you to configure department specific chat. Any number of departments can be used. You can use different departments on different pages if you choose. For example: <!-- Embedded WhosOn: Insert the script below at the point on your page where you want the Click To Chat link to appear --> <script type='text/javascript' src=' <script type='text/javascript'> swodepartment='sales'; if(typeof swotrackpage=='function')swotrackpage(); </script> <!-- End of embedded WhosOn --> sworesponse Set this to 'Y' if you want the function to return an 'available' or 'not available' graphic link that the visitor can click to start a chat session. The Gateway will send the relevant graphic file to the visitors browser. You can therefore have some pages which display a chat link and others that do not by using this parameter. Set to a blank string if you don't want a graphic link shown. swochatstart Set this to the URL of the CHATSTART.HTM page. This is only required if the above sworesponse parameter is set to 'Y' and you want to use a different chat url than the default. swolanguage This controls the language for text used in the chat window. Set to 'en' or blank for English or use the following: fr=french, it=italian, es=spanish, ge=german, nl=dutch, pl=portuguese. You can set this in the site properties - so this entry is only required if you want to override the default. swoinvite Set this to 'N' to disable invite polling. Invite pollng allows WhosOn Clients to send chat 'invite' requests to visitors. The Invite will appear as a moving image on the visitors browser. It uses additional bandwidth, so should only be used if you will actually be using the invite feature. 207

208 swocost This variable allows you to pass a 'cost' back to the visitor. This will be recorded with the visit and visitor in the database. sworevenue Allows you to pass a revenue amount. This is recorded against the visitor. This can be used on e- commerce order pages to record the actual revenue generated by a visitor. swoname, swocompany, swo , swotelephone These are optional string values that you can pass to WhosOn to be stored with the visitor's contact record. swouser This value will show in the 'User name' column of the WhosOn Current Visitors views. By default the tracking code creates a unique string value that it stores as a cookie. You can replace this with your own user name value if you wish. Precisely Positioning The Chat Graphic Using A DIV Tag You can control exactly where the chat graphic appears on your page using a DIV tag. This enables you to place the include file at the end of your page. EG: <DIV style="position: absolute; left: 4px; top: 230px; width:168px; height:17px" id="whoson_live_help"> {script goes here} </DIV> </BODY> In this example the code is placed at the end of the page, but is positioned at using the DIV tag. The advantage of this method is that it ensures that your full page loads before the graphic appears. How The Code Works When the code is first executed it creates a cookie for the visit. This cookie uses a random number to uniquely identify the visit. Subsequent page requests from the visitor will use the existing cookie value. The code then builds an Image request URL which contains the visitors unique cookie value and the current page name, domain name/department and referrer information. If a graphic file response is required the Image URL is requested as a standard image. The Gateway serves the relevant image depending on operator availability for the domain/department. If no image response is specified then the image is requested as a hidden layer and the Gateway just serves a blank image. Once the Gateway has completed the response it then sends the visitor data to the WhosOn Server which is handling the domain. 208

209 The Tracking Code - Tracking Only You may not want the 'Click To Chat' graphic to appear on all pages - but you still want to track visitor activity on these pages. You can do this by making a small change to the code: The Line <!-- Embedded WhosOn: Insert the script below at the point on your page where you want the Click To Chat link to appear --> <script type='text/javascript' src=' <script type='text/javascript' > sworesponse=''; if(typeof swotrackpage=='function')swotrackpage(); </script> <!-- End of embedded WhosOn --> var sworesponse = ""; Tells WhosOn not to serve a visible graphic - so nothing will be visible on your page, but tracking and invites will work as normal. 209

210 The Tracking Code - Using On SSL Pages To use the code on SSL pages simply change the src parameter to for example: <!-- Embedded WhosOn: Insert the script below at the point on your page where you want the Click To Chat link to appear --> <script type='text/javascript' src=' <script type='text/javascript'> if(typeof swotrackpage=='function')swotrackpage(); </script> <!-- End of embedded WhosOn --> However, if you want your visitors to see no security warnings you must configure the WhosOn Gateway to use a SSL Certificate. Once the Gateway is configured to use a certificate it will serve the chat graphic via SSL so the visitor will see no security warnings. You can assign an SSL certificate to the Gateway using the WhosOn Administrator - Program Options - Remote Access - WhosOn Gateway - Select Certificate button. You must first purchase an SSL certificate for the WhosOn Server PC. These are available from several companies (Verisign, Thwart etc). We recommend You will need to use IIS to create a certificate request. Do this against the Default Web Site. For the common name enter the DNS name assigned to the IP address that the WhosOn Gateway is listening on (eg: whosongateway.mysite.com). When you receive your SSL certificate you will need to export the certificate to a Personal Information Exchange (PFX) file. Once exported you can then select the PFX file in the Gateway options. 210

211 The Tracking Code - Recording Cost & Revenue You can use the tracking code to record visit cost and revenue. The cost and revenue will be recorded against the visit and visitor in the WhosOn database. Cost and revenue is shown on the visit details screen. Total cost and revenue is also recorded against each day and shown on the 'Today' and Summary views in the WhosOn Client. Recording cost and revenue allows you to get much more accurate return on investment reports for your paid-for-click advertising. The embedded code has two variables: swocost=0; // specify a visit cost sworevenue=0; // specify the revenue generated by the visitor These can be set to values, eg: swocost=.10; // specify a visit cost sworevenue=5.50; // specify the revenue generated by the visitor You can embed different versions of the WhosOn code on different pages to record actual cost and revenue.. or you could set the values to some other JavaScript variable. For example, if your paid-for-click search engine passes the actual click cost in a querystring variable, you could extract it and pass it to WhosOn. 211

212 The Tracking Code - Recording Contact Information You can use the tracking code to record visitor contact information. The contact information is recorded against the visitor in the WhosOn database and will show against the visitor on subsequent visits. The following fields can be specified: swoname=""; swocompany=""; swo =""; swotelephone=""; These are all optional. Example uses: Suppose you have a 'request information' form on your web site, where your visitors can fill in a form with their details. This form calls an ASP or PHP page that sends you an or adds a record to a database. You could embed a version of the WhosOn tracking code on this script page so that the visitors contact info also gets added to WhosOn. For example, the following ASP page is called after a user fills in a form. The form variables are retrieved via ASP. Then some ASP code writes the javascript lines for the WhosOn tracking code contact variables. The contact variable definitions are removed from the main WhosOn tracking code block since they are already being defined in the ASP block. When the page executes, the form values are extracted via ASP. The WhosOn tracking code executes and the name, company, and telephone values are sent to WhosOn. <html> <body> <p><b>whoson Test Page - Submitted</b></p> <p>this test page shows how we can receive a form submit and post visitors contact information back to WhosOn. This contact info will be recorded in the WhosOn database and show against the visitor.</p> <%@LANGUAGE="VBScript" %> <% On Error Resume Next Dim ,Name,Company,Telephone %> ' extract form variables = Request(" ") Name = Request("Name") Company = Request("Company") Telephone = Request("Telephone") <!-- Embedded WhosOn: Insert the script below at the point on your page where you want the Click To Chat link to appear --> <script type='text/javascript' src=' <script type='text/javascript'> swoname='<% %>'; swocompany='<% Company %>'; swo ='<% %>'; swotelephone='<% Telephone %>'; if(typeof swotrackpage=='function')swotrackpage(); </script> <!-- End of embedded WhosOn --> </body> </html> 212

213 The Tracking Code - Tracking Form Field Completion WhosOn can track form field completion on your web pages. This means that you can see in real time the form name, field name and value of each web form as the visitor completes each field. Completed form fields show against the visitor in the WhosOn Client and are recorded in the database. Form fields show in the Visit Detail whenever you view visit detail for a visitor. To activate form field tracking you need to include an additional JavaScript file into your pages. Located in the C:\Program Files\WhosOnV5\Javascript\ folder is the file formfill.js Copy this to your website and include it in your pages AFTER the regular WhosOn Tracking code call. All forms on the page will then be tracked in real time and be recorded against the visitor in WhosOn. For Example: <!-- Embedded WhosOn: Insert the script below at the point on your page where you want the Click To Chat link to appear --> <script type='text/javascript' src=' <script type='text/javascript'> if(typeof swotrackpage=='function')swotrackpage(); </script> <!-- End of embedded WhosOn --> <script text='text/javascript' src='formfill.js'></script> Viewing Completed Form Fields In The WhosOn Client As the visitor completes each form field, the field name & value will show next to the Current Page in the Current Visitors view in your WhosOn Client. To view all form fields for the visitor select the Visit Detail button to open the visit detail form. The Form Fields tab at the bottom of the form will show all forms, fields and values completed by the visitor during the visit. This will work historically (when viewing visit lists for previous days) and for current visitors. Form field values are stored in the WhosOn Database table VisitFormVars. You can access this data via the WhosOn database if required. 213

214 The Tracking Code - FAQ's This page contains some common questions asked about using embedded code to track visitors. Q. Will my web page stop working if the WhosOn Gateway is not running? A. No. The Gateway only serves the small 'click to chat' graphic. It does not effect the rest of your page. If the Gateway is not running your web pages will not be effected. Q. Can I change the 'click to chat' graphics? A. Yes. Open the Site Properties in the WhosOn Client. Click the Visitor Chat tab. Here you can change the on and off-line graphics and the 'invite' graphic. Q. Can I still track pages without showing the 'click to chat' graphic? A. Yes. See The Embedded Code - Tracking Only Q. If I use the code on my pages will I be penalized by search engines? A. No. Search engines will simply ignore the code block. Google themselves use similar Javascript in their 'Adwords' conversion tracking and 'Adsense' products. Q. What if the visitor blocks cookies? A. The visitor will still be tracked by their IP address. Q. Does the code work on all browser types? A. Yes. The code is compatible with all browser types. Q. Will the code slow down my web pages? A. No. Only the small graphic is served by the Gateway. The rest of your page is served from your web server as normal. There may be a small delay in the 'click to chat' graphic appearing if the Gateway is running on a PC with lower bandwidth than your web server. Q. Can I use a <DIV> block to precisely control the positioning of the 'click to chat' graphic? A. Yes... For example: <DIV style="position: absolute; left: 4px; top: 230px; width:168px; height:17px" id="whoson_live_help"> //tracking script goes here </DIV> </BODY> Placing the code in a DIV block and set the positioning to absolute. This allows you to place the call at the bottom of your <BODY> section but control is exact position on the page. Q. Can I change the position that the 'Invite' graphic appears on the page? A. Yes. Open the Site Properties in the WhosOn Client. Click the Chat tab. You can change the Invite Position. This number is the number of pixels from the top of the window. 214

215 Tracking Visitors Client-Side Without Using Javascript You can still use WhosOn to track visitors and show your chat availability on web pages that do not allow Javascript to be executed. This is useful if you want to track visitors via signatures, Blog pages, ebay pages etc. In fact any page that allows regular HTML images to be shown can be tracked by WhosOn. Simply request the image file 'stat.gif' directly from the WhosOn gateway: <img border="0" src=" Where {gateway} is the Gateway DNS/IP Address, {domain} is the domain name for the site in WhosOn and {page} is a page identifier (the page name that will show in WhosOn whenever the image is requested). The WhosOn Gateway will return the graphic defined for the site with the given {domain} name. The online graphic will be returned if any WhosOn Client users are on-line. The off-line graphic will be returned otherwise. The page request will show instantly in WhosOn. The '&response=g' must be included if you want the on/off line image to be shown. If this is not included then the page will still be tracked in WhosOn but no visible graphic will be returned by the WhosOn Gateway. Example: <img border="0" src=" This example assumes the WhosOn Gateway is listening on external IP , port The page will show against the WhosOn site with the domain ' The page name will show as 'index.htm'. You can wrap the image in a standard hyperlink to the chatstart.htm to launch the chat window when the image is clicked, eg: <a href=" <img border="0" src=" </a> Note: When using this method the visitors will be tracked by their IP address only and you cannot send 'invite' requests. When using the Javascript method the visitor is tracked by IP address and a unique cookie value. Query String Parameters The following querystrings can be passed via the stat.gif: d t p respo nse r u v c Domain name of the site in WhosOn Department name (optional) Page name Set to 'g' to display the 'Click To Chat' on-line or off-line image. Referrer User name Revenue of visit Cost of visit Tracking Without A Querystring Some sites do not allow an image to be embedded with a querystring (Eg: MySpace), so the above technique wont work. WhosOn fortunately allows another method. Simply embed the image: 215

216 <img border="0" src=" Where {domain} is the site domain name as setup in WhosOn. Example: <a href=" <img border="0" src=" </a> WhosOn will read the domain name from the image file name. You cannot pass a page name with this method so all visits will show against the same 'default' page in WhosOn. 216

217 Tracking Downloads, Outgoing Clicks and Other Custom Events If you are using the WhosOn Gateway to track visitors via the embedded page tags, you can still use WhosOn to track downloads (PDFs, EXEs etc) and outgoing clicks. In fact any page event can be tracked. This is done using a version of the WhosOn Tracking Code, which sends an event back to the WhosOn server without displaying any image. It can be included on any of your pages along with the normal tracking code. The script is located in the folder C:\Program Files\WhosOnV5\JavaScript\whoson_call.js or downloaded from: Save it to the root of your site. Include it on your page like this: <script language="javascript" src="/whoson_call.js"></script> Then simply call it on the 'onclick' event of any page element, for example: <A href="myfile.exe" onclick="javascript:writewhoson('gateway','domain','myfile.exe');"click To Download</a> Replace gateway with the IP address[:port] of your WhosOn Gateway and domain with the domain name of the site being monitored in WhosOn. The last parameter is the filename/pagename or event name that you want to appear in WhosOn when the element is tracked. For additional samples of tracking page events see: 217

218 Server-Side Tracking Using The Gateway You can also use the WhosOn Gateway to implement server-side visitor tracking using ASPX, ASP, PHP or any other code that executes at the server. The advantages of using server-side tracking as opposed to client-side tracking using javascript are as follows: - Fastest possible visitor tracking and page loads. Pages will show in WhosOn even before the visitor has seen them! - No requirement for javascript or images to be enabled on the visitor's browser. - Ability to track spiders and other automated bots. - Ability to serve custom content based on operator availability and visitor GEO-IP. - No requirement for the WhosOn Gateway to be running on a public IP address. - Ability to track SSL pages without the requirement to assign an SSL certificate to the WhosOn Gateway. If your web site is built using ASPX, ASP or PHP then server-side tracking is the recommended method of tracking visitors with WhosOn. How It Works Your server-side code makes a HTTP request to the WhosOn Gateway for the file 'stat.xml'. Since the request happens server-side, you can use 'localhost' as the Gateway address and there wont be any firewall issues. The request contains details of the visitor and page. The WhosOn Gateway returns some XML containing current operator status and optional visitor GEO-IP data. Your server-side code can then use this XML data to serve custom content (like a Click To Chat link). Example HTTP Request: The following HTTP request to the WhosOn Gateway will return an XML file: &p=page.htm&r= With all server-side calls to the Gateway you must pass the 'auth' parameter. This must be set to the Authentication string as set in your WhosOn Server settings. This is an added security measure. The 'ip' parameter must be set to the IP address of the visitor. The 'p' parameter must be set to the page name they are viewing. The 'r' parameter can be set to an optional referrer. Query String Parameters The following querystrings can be passed via the stat.xml request: domai n/d dept/t p auth ip r u v c s n Domain name of the site in WhosOn Department name (optional) Page name (if no page is specified the 'home page' as defined in WhosOn site settings is assumed WhosOn Server Authentication string as defined in WhosOn settings - Remote Access section IP address of visitor Referrer (optional) User name (optional - if specified this value is used to track the visitor in addition to the IP address) Revenue of visit (optional) Cost of visit (optional) HTTP status (optional) - allows you to pass page errors (404's etc) to WhosOn to show as exceptions Visitor contact information (Name Company Telephone) (optional) 218

219 The WhosOn Gateway will then send the visitor information to the WhosOn Server and return a XML file, in the format: <?xml version="1.0" encoding="utf-8"?> <domain> <online>2</online> <name> <message>one moment - we will be with you shortly.</message> <operators> <operator> <name>daniel</name> <status>0</status> <dept>technical Support</dept> </operator> <operator> <name>stephen</name> <status>0</status> <dept>sales</dept> </operator> </operators> </domain> The <online> tag will contain the number of operators currently online. You can use this to serve your on/off line chat link/graphic. The <message> tag contains the default 'available' message as defined by the site properties in WhosOn. The <operators> tag contains a repeating section for each <operator> showing their <name>, <status> and <department> Requesting GEO-IP Data If you request 'geoip.xml' instead of 'stat.xml' in the HTTP request to the Gateway, then the WhosOn Gateway will also include GEO-IP data for the IP address passed in the 'ip' parameter in the returned XML. The following tags are returned in addition to the above: <visitor> <ip> </ip> <country>united Kingdom</country> <region>stoke-on-trent</region> <city>keele</city> <organization>routed block for Parker Software</organization> <lattitude>53</lattitude> <longitude> </longitude> </visitor> You could then use this data in your server-side code to serve different content based on the visitor's location. License Note: You are licensed to use the GEO-IP data in this way only for your own site. You cannot use the WhosOn Gateway to serve GEO-IP data for other users or sites. Using The ASPX Class We have created a Visual Studio 2005 (Visual Basic) Class that encapsulates the HTTP call to the WhosOn Gateway and extracts the data returned. The class file is installed in the C:\Program Files\WhosOnV5\Developer\ServerSideTracking\ASPX folder. To use the class, add it to your Visual Studio (or Visual Web Developer) project. Then in the Page_Load event of each page you want to monitor, add the following code: Private Sub Page_Load(ByVal sender As Object, ByVal e As System.EventArgs) Handles Me.Load DIM PSL As New clswhoson 219

220 Try PSL.WhosOnGatewayInternalIP = "localhost" ' set this to the IP address of the WhosOn Gateway (localhost if its on the same pc) PSL.WhosOnGatewayExternalIP = "gateway.mysite.com ' set this to the External IP/DNS of the Gateway (required for Invites to be served) PSL.WhosOnGatewayPort = 8080 ' set to the Gateway port (8080 is the default) PSL.WhosOnDomain = " ' monitored site in WhosOn PSL.WhosOnAuthenticationString = "myauth" ' set to your WhosOn authentication string PSL.VisitPage = Page ' assign the 'Page' object to the 'VisitPage' property PSL.ReturnGEOIP = True ' set to True if you want GEO-IP data returned PSL.ServeInvite = True ' set to True if you want the 'invite' javascript served to the page ' send page view info to WhosOn If PSL.SendPageInfoToWhosOn = True Then ' page info has been sent to WhosOn ' the class returns operator status an GEO-IP data in the 'Response' property If PSL.Response.OperatorsOnLine > 0 Then ' here we set our 'available' content lblchat.text = "Click To Chat' Else ' set the 'not available' content lblchat.text = "Leave A Message" End If If PSL.Response.VisitorCountry.Length > 0 Then lblgeoip = "Welcome From <br /><b>" & PSL.Response.VisitorCountry End If End If Catch End Try End Sub That's it! The 'SendPageInfoToWhosOn' method of the Class creates the HTTP object and sends it to the WhosOn Gateway. Data is then returned in the Response properties. You simply set the 'VisitPage' property to the current instance of the Page object. The number of available operators is then returned in the Response.OperatorsOnLine property. You can then use this to hide or show your 'Click To Chat' content on your page. You can also call the SendPageInfoToWhosOn method in response to other events (if you want to track button clicks, form submissions etc). The class also adds the 'invite' javascript function to the page response, if you set the ServeInvite property to True. Passing Visitor Contact Information You can pass visitor contact information (name, company, & telephone) via the class. This will then show against the visitor in WhosOn and be recorded in the database. This is useful when you capture form submissions. Simply set the class properties VisitorName, VisitorCompany, Visitor ,VisitorTelephone prior to calling the SendPageInfoToWhosOn method. Passing Cost & Revenue Set the class properties VisitCost and VisitRevenue to numeric values prior to calling the SendPageInfoToWhosOn method to pass cost and/or revenue to WhosOn to be recorded against the visit. Using The Class On Master Pages For ASPX based web sites created with Visual Studio 2005 or Visual Web Developer, the easiest way to add server side tracking is to use Master Pages. You then add the code to the Page_Load event of the master page. 220

221 Firing Custom Javascript When Invites Are Sent The class has a property called 'OnInvite'. This can be set to the name of a client-side Javascript function that will called when an Invite is sent to the visitor. This can be used to replace the standard invite response of displaying a moving graphic. You can then implement your own custom invite response. For example: server-side: PSL.OnInvite = 'MyInvite' client-side: <script> function MyInvite() { Alert("Hello. This is an invite from WhosOn!"); } </script> PHP & ASP Server Side Tracking We have also created a PHP class and sample ASP page that provides the same functionality as the ASPX class. These installed in the C:\Program Files\WhosOnV5\Developer\ServerSideTracking\ folder. DotNetNuke Integration We have also created a DotNetNuke module allowing you to integrate WhosOn live stats and chat into any DotNetNuke 4+ site. The module is installed in the C:\Program Files\WhosOnV5\ServerSideTracking\DNN folder. 221

222 Re-Importing Gateway Log Files The Gateway can keep a log file of each page view. This log file can be later re-imported into the WhosOn Database using the Import Existing Log Files Wizard. This is useful of you change any site properties and want to refresh the complete database (instead of just new entries) based on the current settings. The Gateway log file will be stored in: C:\Documents and Settings\All Users\Application Data\Parker Software\WhosOnV5\{domain}\gwmmyyyy.log Where {domain} is the site domain name. The Log File Import Wizard will locate the log automatically when you select to import Gateway monitored sites. The Log File Archive Wizard will also automatically archive Gateway log files to save space. It is safe to delete the Gateway log files at any time - or you can switch off the logging option in the Gateway settings. 222

223 DotNetNuke Integration DotNetNuke is the popular open-source content management system. See for more information. WhosOn can be integrated with DotNetNuke sites allowing you to monitor visitor activity and provide live chat directly on DotNetNuke sites. We have included a custom module that you can easily add to any DNN 4+ site. The module is located in the C:\Program Files\WhosOnV5\ServerSideTracking\DNN folder. Check our DotNetNuke developer portal for more information: 223

224 The WhosOn Service Monitor The WhosOn Service Monitor is a tool that can be used to create and delete sites within WhosOn by using simple messages. It also monitors the WhosOn Server service and starts it automatically if it is not running (or stops running for some reason). This tool is designed to be used by ISP's or companies providing WhosOn services for multiple customers. Simple messages can be sent to WhosOn to create new sites or delete existing ones. When new sites are created, WhosOn will send a setup to the customer allowing for a completely automated service for creating and deleting sites. The Service Monitor is located in the C:\Program Files\WhosOnV5\ folder and called WOServiceMonitor.exe The Service Monitor must be run on the same PC as WhosOn. It connects to the WhosOn Server using the WhosOn Client TCP/IP Port (which defaults to 8011). It can run as a service so that it starts automatically when your PC starts. To run it as a service click the Service button and then click the Install button to install the service. Then use the Windows Services applet to start the WhosOnServiceMonitor service. How It Works The Service Monitor checks a given POP3 account once every minute. You send s in a specified format to this account (for example from a web form). If a new is found it is parsed and site is either created or deleted from WhosOn. The is then deleted from the POP3 server. It is very important to use the specified POP3 account ONLY for the Sites Manager s. You therefore need to create a new 'whoson' account. 224

225 Service Monitor Settings Click the Settings button to access the settings. These must be configured before the Sites Manager can operate. The Sites Manager will connect to a POP3 mail account to check for new s. Monitor POP3 Account You must specify the POP3 account and password to use. IMPORTANT: This account MUST NOT be used for other things. Create a new POP3 account specifically for the Site Manager to monitor. Then when you want to create or delete WhosOn Sites send the s to this account. Mail Server Enter the IP address or DNS name for the mail server to connect to, to check for new messages. From Address When new sites are created the Sites Manager will send the setup to the customer. This entry specifies the From address for these s. Subject Specify the subject line for setup s. Delete Expired Subscription Sites After Enter the number of days that expired sites should be deleted. When you create sites you can specify an expiry date (this is normally used to allow customers to have a 'free trial' period). If the custom orders before the expiry date you can disable the expiry. Site Deleted When the Sites Manager deletes a site from WhosOn it will send an to the site address. 225

226 Creating Sites Via Once you have defined the POP3 account that the Service Monitor will use, you can then send s to the Service Monitor to create or delete sites within WhosOn. The Service Monitor will check for new on this account once per minute. Format Of s For New Sites To create a new site within WhosOn, send an in the following format (any subject line can be used): Contact: {customer name} Company: {company name} { address} Domain: {domain} Bias: {GMT bias} UserName: {user name} Password: {password} Expires: {days} Clients: {clients} Group: {group name} The MUST be in text format not HTML. Example: Contact: Stephen Parker Company: Parker Software [email protected] Domain: Bias: -5 UserName: parkersoft Password: stephen Expires: 14 Clients: 10 Group: Hosted Sites This will create a new site for domain ' If the site is already been monitored in WhosOn then the existing site details will be updated. The 'bias' entry specifies the timezone +/-hours from GMT that the customer is located in. If this entry is omitted then the timezone will default to the WhosOn Server timezone. If the 'username' entry is omitted then the address will be used for the user name and the first name of the contact name will be used for the password. The 'domain' does not need to contain the part. The 'expires' entry should be set to the number of days after which the site will expire. If omitted the site will created as a permanent site. The 'clients' entry should be set to the number of concurrent WhosOn Clients that this customer is allowed to connect at once. If omitted it will default to 1 for permanent sites and 10 for sites that will expire. The 'group' entry can be used to optionally save the site in a site group. The group must already exist. If omitted the site is not assigned to a site group. As soon as the Service Monitor reads the it will send the new site details to the WhosOn Server and delete the incoming from the POP3 server. A setup will be sent to the site address (you can customize the setup in the WhosOn Server Main Settings). A confirmation will be sent to the 'from' address of the incoming . Note: New sites are created in WhosOn to use the Gateway to monitor visitors. You cannot use the Service Monitor to create sites in WhosOn that use log files (unless you manually edit the site settings after the site is created). 226

227 Resending Setup s To resend the setup to the customer for an existing site, send an in the format: Domain: {domain name} RESEND: Example: Domain: RESEND: The setup will be resent to the customer. 227

228 Deleting Sites Via To delete a site in WhosOn send an in the format: Domain: {domain name} DELETE: Example: Domain: DELETE: Will delete the site in WhosOn that monitors domain ' An will be sent to the customer. You can customize the delete template in the Site Manager settings. 228

229 Getting A List Of Sites Send an with the subject 'list' and the WhosOn Service Monitor will back a list of sites currently setup in WhosOn. The will be sent to the 'from' address of the incoming

230 Getting A Backup Of Site Settings You can request the Service Monitor to you the current WhosOn Settings file. This will contain the settings for all sites currently setup. Send an with the subject 'backup' to the Service Monitor. The Service Monitor will reply with an containing the MetaData.vdb file as an attachment. 230

231 Automatically Deleting Expires Sites If you create new sites in WhosOn and specify the 'expires' value then WhosOn will 'pause' monitoring for the site after the number of days specified. This allows you to provide 'free trials' for the WhosOn service. The Service Monitor can automatically delete expired sites after a number of days (specified in the Service Monitor settings). If you setup up a site with an expiry time and the customer subsequently orders the service, ensure that you edit the site properties in WhosOn and uncheck the 'Subscription Customer' option on the Remote Access tab or extend the expiry date. You can also re-send the Service Monitor with a zero value expiry days. 231

232 Administration Web Services The WhosOn Web Charts & Reports tool also includes a collection of SOAP web services that you can use to integrate the maintenance of WhosOn monitored sites via HTTP soap or HTTP POST/GET calls. The Web Service is installed under your default web site in the WhosOnWeb virtual directory during installation. To view the web services, point your browser to: (Replace 'localhost' with your internal or external DNS or IP address) This will display: Click the method names for details of the method calls.. To make use of the web services in a Visual Studio 2005 application, choose 'Add Web Reference' in the Solution Explorer. Enter the above URL.. (you may need to wait up to 5 minutes for the web service list to resolve - this is an issue with Visual Studio 2005 and not WhosOn). You can also call the web services via HTTP POST and HTTP GET. The WhosOn Server needs to be running for the web services to work. Available Methods All methods require you to pass the global username & password in the AdminUserName and AdminPassword parameters. This is defined in the WhosOn Server main options - Remote Access section. AddSite Creates a new site in WhosOn and optionally sends the setup to the site address. 232

233 Parameters: 1. AdminUserName - the global username 2. AdminPassword - the global password 3. Domain - the domain name of the site to be monitored (you do not need to pass the part) 4. Sitename - the name of the site 5. SiteGroup - the name or number of the site group, if you want the new site to be placed within a group. This group must already exist. 6. Username - the username if you want to enable site-specific remote access. 7. Password - the password the address for the site. 9. SMS - the SMS number for the site. 10. ClientLicences - the number of concurrent WhosOn Client users that you want to allow access to this site. Leave blank or zero for no limit. 11. Subscription - set to 'Y' if you want to enable the Subscpription flag for this site. 12. SubscriptionExpires - allows you to define a date when the site will automatically pause. Leave blank for none. Dates must be in the format 'yyyy-mm-dd'. 13. TimeZone - specify a time zone (in hours +/- GMT). Leave blank to use the server default. 14. Contact - optional contact name. 15. SendSetup - set to 'Y' if you want WhosOn to send a setup to the site address after the site is created. The method will return 'OK:{sitekey}' where {sitekey} is the site key of the new site. It will return 'Error [error text]' if an error occurred. UpdateSite This method takes the same parameters as the AddSite method (which the exception of the SendSetup parameter). It allows you to update an existing site. You must specify the domain name parameter of the site you want to update. All other parameters are optional. If you specify a value, then that field will be updated, otherwise the existing field value will be used. DeleteSite This method will delete an existing site. Pass the domain name of the site you want to delete. PauseSite This method will pause monitoring of an existing site. The site will show as 'Paused' in WhosOn and no traffic will be monitored. Specify the domain name of the site you want to pause. UnPauseSite Resume monitoring for a previously paused site. SendSetup This method instructs the WhosOn Server to send the client setup to the address of the specified site. ListSites This method returns a dataset containing a list of sites currently setup in WhosOn. The dataset contains 1 table 'Sites'. 233

234 The WhosOn Database WhosOn stores all visit and visitor information in a relational database. This is updated in real time by the WhosOn Server. You can also import old visit data from your log files into the database using the Analyze Log Files Wizard. WhosOn uses Microsoft SQL Server 2005 or 2008 to store it's data. WhosOn does not restrict access to the database. This means you can use third party tools to integrate WhosOn data with other applications, or you can use external reporting tools to create custom views and reports. The database create statements are contained in the file: CREATEDB_MSSQL.SQL These will be executed automatically by the Create Database Wizard. 234

235 Backing Up WhosOn Settings WhosOn stores all settings in the folder: C:\Documents and Settings\All Users\Application Data\Parker Software\WhosOnV5\ You can open this folder by clicking the Open Folder button in the WhosOn Administrator - Server Status window. All site property data is stored in the file: MetaData.VDB Global settings are stored in the file: Settings.INI You can take copies of these files at any time. WhosOn itself will automatically keep backup copies of this file in the Backup sub-folder. You should also backup the WhosOn database using your database engine backup software. Other Files & Folders PSL.LOG This is the WhosOn Server log file. It contains a log of the server activity. It can be deleted at any time. You can also delete it via the WhosOn Administrator - Service Tab - Clear Log button SQLERRORS.LOG This file will contain any error messages created when WhosOn updates the SQL database. If you are having database problems check this file. You can delete this file at any time. Other Sub Folders Temp This sub folder contains temporary session data and chat session data. It can be deleted at any time. FTPLocal If you are using FTP to access log files, this folder will contain your log files that WhosOn has downloaded and processed so far. Domain Sub Folders WhosOn will create a sub-folder for each domain that is being monitored. The folder will contain the daily summary reports that WhosOn creates and s each day. It will also contain the Gateway log files for the domain (if the Gateway is being used to monitor visitors). 235