Version 4.6. O n - L i n e H e l p. http://www.whoson.com

Version 4.6 O n - L i n e H e l p http://www.whoson.com

WhosOn Version 4 User Guide Page 2

Table Of Contents Table Of Contents 3 Company Information 8 ISP Edition 9 Introduction To WhosOn 10 Installing WhosOn 13 Upgrading From Version 3 14 Installing A Database Server 15 Using WhosOn With SQL Server 2005 Express 16 Using WhosOn With MSDE 17 Using WhosOn With MySQL 18 MySQL Performance Tips 20 Using The Built-In Database 21 Installing 22 WhosOn Performance Considerations 23 Exploring WhosOn 24 The WhosOn Server - Introduction 25 The WhosOn Client - Introduction 27 WhosOn Web Charts & Reports 28 Using The Service Manager 30 Using The Server Web Access Option 32 GEO-IP 34 Overview Diagram 37 Setting Up WhosOn 39 Creating The WhosOn Database 43 Setting Up Live Stats & Visitor Chat - Quick Start 48 Setting Up A Site To Be Monitored 55 Importing Existing Log Files 63 WhosOn Server Main Settings 66 General Settings 67 Email 68 WhosOn Version 4 User Guide Page 3

Sounds 69 Time Zone 70 Visitor Tracking 71 File Types 72 DNS Grouping 73 Exception Raising 74 Hacker Detection 78 SQL Server Monitoring 79 Remote Clients 80 Web Access 81 Web Charts 82 Client Setup Email 83 WhosOn Gateway 85 Chat Server 86 Real Time Translation 87 Database 88 Sleep Mode 89 Log File Archiving 90 Site Settings 91 General 92 Visitor Tracking 93 Use The Web Server Log Files 94 Use Page Tagging Or Server-Side Tracking Via The WhosOn Gateway 96 Content Groups 97 Exclusions 98 Site Entry Alerts 99 Setting Up An Alert 100 Alert Criteria 102 Alert Actions 104 Example: Setting Up An Alert To Monitor Google Adwords 106 Prospect Detection 107 Customer Detection 109 Email 110 SMS 111 Remote Access 112 Chat 113 Button Graphics 114 Opening Message 115 WhosOn Version 4 User Guide Page 4

Waiting Messages 116 Forwarding 117 Operator Status File 118 Chat Translation 119 Manual Links 120 Call Backs 121 IIS 122 Touch 123 Archiving 124 Database Archiving 124 Log File Archiving 124 Contact 125 Site Groups 126 Client Access 127 Named Users 128 Creating A Named User 129 Access Rights 130 Monitored Sites 131 The WhosOn Client 132 Installing The Client 133 Client Introduction 134 Remote Client Security 135 Watching Visitor Activity 136 Viewing Visit Detail 139 Viewing Visitor Lists 140 Searching For Visitors 142 Changing Your Status 143 Receiving Popup Messages 144 Chatting To Visitors 145 Chatting To Other Operators 147 Inviting Visitors To Chat 148 Responding To Call Back Requests 149 Sending Click Fraud Warnings 152 Viewing Charts & Reports 153 Viewing Quick Reports 154 Editing Site Properties Via The Client 155 Changing The Chat Graphics Via The Client 156 WhosOn Version 4 User Guide Page 5

Generating The Gateway Embedded Code Via The WhosOn Client 158 Client Options 160 Localizing The WhosOn Client 162 Toolbars 163 Charts & Reports 164 Creating Your Own Chart Or Report 166 WhosOn Web Charts & Reports 168 Implementing Visitor Live Chat 170 Components 171 Visitor Chat Quick Start 172 Testing Visitor Chat Locally On Your Own PC 173 Enabling External Chat 174 Creating Chat Links From Your Site 178 Displaying Your Own Logo 179 Changing The Background 180 Using Chat On Multiple Domains 181 Department Specific Chat 182 Operator Specific Chat 184 Pre-Assigning The Visitor Name 185 Real Time Translation 186 Using A Server-Side Script To Show Operator Availability 190 Showing Operator Status In An IFRAME 191 Customizing The Chat Text Strings 192 Implementing Visitor Click To Call Back 193 Setting Up Click To Call Back 194 What The Visitor Sees 196 Viewing Click To Call Back History 198 The WhosOn Gateway 199 Using The Gateway 200 Setting Up The Gateway - Step By Step 202 Generating The Gateway Embedded Code Via The WhosOn Client 203 The Embedded Code 205 Including The Code In Each Page 209 WhosOn Version 4 User Guide Page 6

Precisely Positioning The Chat Graphic Using A DIV Tag 210 How The Code Works 211 The Embedded Code - Tracking Only 212 The Embedded Code - Using On SSL Pages 213 The Embedded Code - Recording Cost & Revenue 214 The Embedded Code - Recording Contact Information 215 Using The Gateway To Show Operator Availability Whilst Using Log Files To Track Visitors 217 The Embedded Code - FAQ's 218 Tracking Visitors Client-Side Without Using Javascript 219 Tracking Downloads, Outgoing Clicks and Other Custom Events 221 Server-Side Tracking Using The Gateway 222 PHP & ASP Server Side Tracking 226 Gateway Settings 227 Re-Importing Gateway Log Files 228 DotNetNuke Integration 229 FAQ s 230 Troubleshooting 232 The WhosOn Sites Manager 234 Sites Manager Settings 235 Creating Sites Via Email 236 Deleting Sites Via Email 238 Getting A List Of Sites 239 Getting A Backup Of Site Settings 240 Automatically Deleting Expires Sites 241 Administration Web Services 242 Available Methods 243 The WhosOn Database 245 Backing Up WhosOn Settings 247 Supported Log File Formats 248 Installation Of The ISP Edition On A New Server 250 WhosOn Version 4 User Guide Page 7

Company Information Parker Software is a focused software house based in the UK. Established in 2003, Parker Software develop innovative Windows based software aimed at companies that do business on the web. Parker Software produce two flagship products: "WhosOn", a tool for monitoring web site visitor activity in real time and "Email2DB, a tool for integrating incoming emails 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 +44 1782 822577 Fax +44 1782 839682 For product info and support go to: http://www.parker-software.com corporate http://www.whoson.com 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 email support. We aim to answer email 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. WhosOn Version 4 User Guide Page 8

ISP Edition The regular Installable Edition of WhosOn is licensed for your own use only. This means you can use it on any number of your own web sites. You cannot monitor web sites for other organizations. The ISP Edition on the other hand allows you to monitor web sites for any organization, including your own. This means that you can provide WhosOn services for other organisations, using your own servers and earn revenue by charging for the service. The Installable and ISP Editions are functionally identical. However, a number of features are included that are aimed at businesses who want to provide WhosOn services to other organizations: Administration Web Services A collection of web services that you can call via SOAP or HTTP GET/POST for creating, editing and deleting monitored sites in WhosOn. This enables you to integrate WhosOn with your control panel or CRM system. See: Administration Web Services Sites Manager Another tool for creating/editing/deleting monitored sites, but using an Email interface. See: The WhosOn Sites Manager Developers Kit The developers kit includes the source code for the.net Chat client and a manual detailing the WhosOn Client API. This enables you to create your own 'client' application using any development tool or operating system. Source code for sample 'client' applications are included for.net and Java. The Developers Kit is included with the ISP Edition or it can be purchased separately with the Installable Edition. White Label Option The ISP Edition includes a 'white label' option. This enables the WhosOn Application to be renamed. This removes all references to 'WhosOn' and 'Parker Software' throughout the application. A special version of the WhosOn Client setup program is created using your chosen name. All link backs in the application and chat client would go back to your own chosen URL. For more information about the ISP Edition, see: http://www.whoson.com/isp.aspx WhosOn Version 4 User Guide Page 9

Introduction To WhosOn WhosOn is a tool which will show you who is using your web sites in real time. You can watch visitor activity as it happens. WhosOn also enables your visitors to interact with you using real time chat and click-to-call-back. The visitor doesn't need to download anything or use any special software to do this. This 'Installable' Edition of WhosOn runs completely self contained on one of your own PC's. 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 tool. 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. Over 75 standard 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 its own built-in database to store visitor data and it can use the following external SQL databases: Microsoft SQL Server 2000/2005 Microsoft MSDE or SQL Server 2005 Express (the freely available desktop versions of SQL Server). MySQL V4 and above 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 WhosOn Version 4 User Guide Page 10

message. WhosOn can even automatically send Invite requests when certain conditions are met, for 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 Email, 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 WhosOn Version 4 User Guide Page 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 WhosOn Version 4 User Guide Page 12

Installing WhosOn System Requirements Recommended minimum requirements: Windows XP Professional Windows 2000 Workstation or Server Windows Server 2003 Windows Vista Business At least 512Mb RAM recommended. 100mb 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. It can either use its own built-in database or an external SQL database. WhosOn currently supports Microsoft SQL Server (2000,2005 & Express) and MySQL. For best performance and ease of use, we recommend SQL Server 2005 Express. You need to install this before installing WhosOn. You can download SQL Server Express from here: http://msdn.microsoft.com/vstudio/express/sql/download/ After you have installed a database server you can the install WhosOn itself. Simply run the WhosOn40.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 WhosOn Version 4 User Guide Page 13

Upgrading From Version 3 You can install WhosOn version 4 on the same PC as version 3. We have included a utility to transfer your version 3 settings and data. Prerequisites: Before installing version 4, ensure you have the latest version 3 build installed. This can be downloaded here: http://parkersoft.fileburst.com/wosp34.exe Close WhosOn Version 3 before installing version 4. WhosOn version 4 uses a new database schema. After installation the Database Create Wizard will run. Allow the wizard to create a new 'whosonv4' database. DO NOT use the old version 3 database. When the wizard has completed creating the new database it will ask: "WhosOn Version 3 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 3 database will be copied to version 4. 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 4 database. When the wizard completes you can start the WhosOn Version 4 server to review the transferred settings. WhosOn Version 4 User Guide Page 14

Installing A Database Server WhosOn can optionally use a SQL Database server to store visitor data. This is not required, as WhosOn can also use its own built-in database. However, using a SQL Database has a number of advantages: - You can use the Web Charts module to view web analytic reports remotely via a browser. - You can create custom SQL queries to view using the Web Charts or Windows based Charts & Reports viewer. - You can access the data via 3rd party tools. - If you are monitoring many sites or very busy sites a SQL database will give better performance. WhosOn can use any of the following database servers: Microsoft SQL Server 2000 Microsoft MSDE 2000 (free) Microsoft SQL Server 2005 Microsoft SQL Server 2005 Express (free) (recommended) MySQL 4 MySQL 5 Pervasive.SQL 8/9 We recommend using SQL Server 2005 Express for overall ease of use and performance. We recommend you run this on the same PC as WhosOn itself. Whilst it is possible to connect to, and update a database server running on another PC we don't recommend it as performance will suffer. See Also: Using SQL Server 2005 Express Using WhosOn With MySQL WhosOn Version 4 User Guide Page 15

Using WhosOn With SQL Server 2005 Express SQL Server Express is the free version of Microsoft SQL Server 2005. It supports databases of up to 4GB is size. SQL Server Express can be downloaded here: http://msdn.microsoft.com/vstudio/express/sql/download/ Before installing you will need to install the.net Framework 2.0 (if its not already installed). SQL Server Express has a simple GUI-based setup. You don't need to change any of the default setup options in order to use it with WhosOn. WhosOn Version 4 User Guide Page 16

Using WhosOn With MSDE MSDE is the freely available version of Microsoft SQL Server 2000. If you do not have SQL Server 2000 you can use MSDE instead to store your WhosOn Data. We recommend you use the latest version of MSDE 2000 Release A. This includes a number of recent security enhancements. You can download MSDE here: http://www.microsoft.com/sql/msde/ Download the MSDE2000A.EXE setup file. Execute the setup package to extract the MSDE setup files to a folder on your hard disk. This defaults to C:\MSDERelA To install MSDE click Start, Run and enter: C:\MSDERelA\setup.exe SAPWD="mypassword" Where "MyPassword" is a password of your choice that is to be assigned to the sa (system administrator user in MSDE). MSDE will then be installed without any other user intervention. Important: Now restart your PC to ensure the SQL Server Service is started (or start the SQL Server Service from the Services Applet in your Control Panel. For full details of MSDE setup options see the ReadMe file in the C:\MSDERelA setup folder. WhosOn Version 4 User Guide Page 17

Using WhosOn With MySQL MySQL is the popular open-source SQL Database Server available for Windows, Linux and many other platforms. WhosOn can use MySQL Version 4.1 and above to store its database. MySQL can be downloaded free from http://www.mysql.com IMPORTANT: WhosOn uses the MySQL Connector/ODBC 3.51.10 (or higher) to connect to the MySQL Server. You must download and install MySQL 4.1 AND the ODBC Connector before setting up WhosOn. The MySQL Server can be on the same PC as WhosOn, or on a remote PC. See also: MySQL Performance Tips Setting Up MySQL When you start WhosOn for the first time the Create Database Wizard will appear: Select MySQL from the drop down list of Database Server types. Enter the computer name or IP address of the PC running the MySQL Server. If MySQL is running on the same PC as WhosOn enter 'localhost'. Enter the User Name & Password. Click Next. WhosOn Version 4 User Guide Page 18

Enter the Schema Name that you want to use and click Next. WhosOn will then create the new database if it does not already exist. The WhosOn tables will then be created within the new MySQL database. Depending on your security configuration, WhosOn may not have sufficient permission to create the new database. In which case you must create the database manually using the MySQL Administrator, then re-run the Database Create wizard. WhosOn is now setup to use MySQL! Important: Windows 2000 and NT users ensure you have the latest MDAC components installed. WhosOn Version 4 User Guide Page 19

MySQL Performance Tips WhosOn will operate much faster if MySQL is configured to use the non-transactional MyISAM storage engine. You can configure this using the MySQL Server Instance Configuration Wizard. This needs to be done before creating the WhosOn database. Select Non-Transactional Database Only. Note: Only make this change if the MySQL server is being used only for WhosOn - as the change will effect all databases. WhosOn Version 4 User Guide Page 20

Using The Built-In Database Starting with WhosOn Version 4, you can select for WhosOn not to maintain a SQL database of visit history. You can then run WhosOn without a database server of any type. WhosOn will use its own high performance database to store the visit data. All features of WhosOn will work exactly the same apart from: - some reports in the Charts & Reports viewer wont be available. - you will not be able to use the Web Charts module. You can still see visit history when you select a visitor and you will still be able to view previous days Alerts & Prospects from the WhosOn Client. Using WhosOn without a SQL database backend is ideal for users who just want to watch live stats and implement visitor chat without the overhead of a full SQL database server. When using the built-in database, WhosOn stores the data in the file: C:\Documents and Settings\All Users\Application Data\Parker Software\WhosOnV4\WhosOn.VDB The built-in database can grow to a maximum of 4GB in size. You can choose to move to a SQL database backend at any time, by choosing Reconfigure Database from the Tools menu on the WhosOn Version 4 Start menu. The built-in database is not recommended for high-volume sites (>100,000 page views per day). WhosOn Version 4 User Guide Page 21

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. 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. WhosOn Version 4 User Guide Page 22

WhosOn Performance Considerations WhosOn works differently than most log analyzer and web stats programs. These programs read your web server log files in a batch process before presenting you with your reports. WhosOn on the other hand operates in 'real time'. The WhosOn Server is left running at all times as opposed to batch processing. This means as new visitors arrive at your site WhosOn reads the visitor data from the logs and updates the WhosOn database 'as it happens'. It does this by keeping the log files open and trailing the new entries as they are written. A number of factors will effect the performance of WhosOn when using log files to track visitors. These include - how quickly the web server flushes its logs, speed of network (if logs are on a separate machine), security restrictions etc. If you are using FTP to read remote log files then the speed of the FTP server will be an important factor. If WhosOn is monitoring many sites, or very busy sites, then using log files to track visitors may not be fast enough. A Solution For Very Busy Sites WhosOn can also use embedded code in your web pages to track visitors in addition to log files. This is sometimes referred to as 'page tagging'. Using embedded code gives a huge performance boost over scanning log files and enables WhosOn to monitor many more sites/visitors. Tracking visitors via embedded code is handled by the WhosOn 'Gateway Server'. The Gateway server receives visitor information directly from the embedded code in your web pages. It then sends the information directly to the WhosOn Server. See: The WhosOn Gateway chapter for more information. WhosOn Version 4 User Guide Page 23

Exploring WhosOn Once you have setup a site to be monitored the site name will show in the Monitored Sites Tree. WhosOn will then scan the log file folder and pick the most recent log file. It will scan this log file every few seconds. The first scan typically takes longer than subsequent scans because WhosOn will start at the beginning of the log file. It may take a minute or so for the display to settle down. If you don t see any visitors try browsing your site yourself. You should then see a list of current visitors on your site. If you watch the list you will see visitors move from page to page. A visitor s session will timeout if they stay on the same page and don t move for several minutes (the timeout value can be adjusted). You can now add more sites to be monitored by selecting Add Site from the Action menu, or by right clicking the Monitored Sites Tree and selecting Add Site from the popup menu. When you add a new site the New Site Wizard will appear as described in the previous chapter. WhosOn Version 4 User Guide Page 24

The WhosOn Server - Introduction The WhosOn server needs to be running at all times. It is designed to be run as a Windows service. The WhosOn 'Service Manager' is a separate application that you can use to start & stop the WhosOn Server service. You can also use the Service Manager 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. The Server displays a list of monitored sites in the Monitored Sites tree. Selecting a site will display a list of currently active visitors in the Current Visitors list. The Today tab displays a summary of activity for the current day. The Exceptions tab displays a list of exceptions raised against the site for the current day. The Connected Clients tab displays a list of WhosOn Clients that are currently connected to the server. The Server Log tab displays the server event log. The Process Log tab displays a list of processed page views for the selected site. You should use the WhosOn Client to view and watch your visitors - as this gives MUCH more information that is shown by the server. If you right-click a site in the Monitored Sites tree, or select Action from the menu, the menu will be shown: WhosOn Version 4 User Guide Page 25

Select Add Site to add another site to be monitored. Select Edit Site to edit the Site Settings. Select Remove to delete the site from WhosOn - this will not actually delete your web site. It just removes it from WhosOn itself. Select Find Site to find a site based on any search text. This is useful if you are monitoring many web sites and you need to find a particular site to change its settings. You can search on site name, domain name, email address and contact name. Select Start Monitoring to restart monitoring a paused site. Select Pause Monitoring to stop monitoring the selected site. WhosOn will then stop reading the log files for the site. You can restart monitoring by selecting Start Monitoring. If you select Rescan Todays Log File then WhosOn will delete all visits for today for the selected site. It will then rescan the log file starting at the first entry for the current day. This option will not be available if you are using the Gateway to track visitors. Select Move Up to move the site up one position in the Monitored Sites tree. Select Move Down to move the site down one position in the Monitored Sites tree. Select New Site Group to create a new group. You can place several monitored sites into a group. This enables you to organize your sites into logical site groups. See: Site Groups Select Edit Group to edit the properties of the selected group. Select Move To Group to move the selected site into a previously created Site Group. WhosOn Version 4 User Guide Page 26

The WhosOn Client - Introduction The WhosOn Client is the program you should use to view visitor information and to receive chat requests. 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 8011. 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 server does show a list of current visitors, 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. 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. See: The WhosOn Client for more information. WhosOn Version 4 User Guide Page 27

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\WhosOnV4\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. WhosOn Version 4 User Guide Page 28

Traffic Summary 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. WhosOn Version 4 User Guide Page 29

Using The Service Manager The WhosOn Server can either run as an application (where you simply start it from your Start menu), or as a 'service'. A service is a program that is registered with Windows. Windows will start the service automatically when the PC starts. The service will also keep running if the currently logged on user 'logs off', whereas an application will close. The WhosOn Service Manager can be used to start and stop the WhosOn Server Service. You can also edit site settings and server options using the Service Manager whilst the service is running. The WhosOn Service Manager does NOT itself need to be left running. Before WhosOn can be run as a service, the service must be 'installed'. This registers the service with Windows, so it knows how to start it. When you run the WhosOn Service Manager for the first time the Install Services button will be visible: Click Install Services to install the WhosOn Service. Once installed the service can be started by clicking the Start button: WhosOn Version 4 User Guide Page 30

When the service is running you can edit sites in the same way you can in WhosOn itself. The Service Manager is useful if you run WhosOn as a service and access your server via terminal services, or if the service is running but not visible (because it s running under a user account). You can start the Service Manager and configure WhosOn from your terminal services session. Any setting changes you make will take effect immediately. Important When WhosOn runs as a service, it runs (by default) under the SYSTEM user. This user can only access the local disk (C:\) on your PC. It cannot access network drives. If you are tracking visitors using log files and those log files are located on a separate PC, then the scanning will fail because WhosOn wont have access to the logs. This does not apply if you are using the Gateway to track visitors or using FTP to access your log files. The solution is to run the service under a user that does have access to the network drives. You can change the user name that the service runs under by using the Services applet in the Administrative Tools group in your Control Panel. WhosOn Version 4 User Guide Page 31

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: http://{whosonserver}:8004 Where {whosonserver} is the IP address or DNS name of the PC running WhosOn. The port 8004 is configurable in the server main settings - 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: WhosOn Version 4 User Guide Page 32

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. WhosOn Version 4 User Guide Page 33

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: WhosOn Version 4 User Guide Page 34

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: WhosOn Version 4 User Guide Page 35

Clicking the Search For Organization button we can lookup the visitor's Organization via Google. WhosOn Version 4 User Guide Page 36

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. WhosOn Version 4 User Guide Page 37

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. WhosOn Version 4 User Guide Page 38

Setting Up WhosOn To start WhosOn for the first time, double-click the WhosOn icon on your desktop, or select WhosOn Server from the Windows Start menu WhosOn Version 4 folder. When WhosOn is first started the Registration Wizard will appear: Enter your Company Name & Contact Name and click Next to continue WhosOn Version 4 User Guide Page 39

Now enter your Email Address. It s important that you enter a valid email address here. If you are evaluating WhosOn this is the email 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 email uncheck the Would you like us to keep you informed via email of product updates? check box. All email addresses are kept strictly private. WhosOn Version 4 User Guide Page 40

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 emailed to you. Click the Get A Free 30 Day Evaluation Serial Number button. A serial will be emailed 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 email requesting an evaluation serial number and we will send you one). Once you have your serial number click Next to continue. WhosOn Version 4 User Guide Page 41

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 Help menu using the WhosOn Server. Now See: Database Create Wizard Quick Start - Setting Up Live Stats & Visitor Chat WhosOn Version 4 User Guide Page 42

Creating The WhosOn Database Once the Registration Wizard has completed the Create Database Wizard will automatically start. This Wizard will create a new empty WhosOn Database using the database provider of your choice. If you want WhosOn to maintain a SQL Database of your traffic history select 'Yes. Maintain A SQL Database'. Then follow the steps below. If you don't want to use a SQL database select 'No. Use The WhosOn Built-In Database'. See: Using The Built-In Database. WhosOn Version 4 User Guide Page 43

You now need to select the Database to use to store your WhosOn Data. Currently WhosOn supports SQL Server 2000, SQL Server 2005, MySQL & Pervasive.SQL. If you are using MSDE select SQL Server. The recommended option is SQL Server Express 2005. This is free and easy to install. Click the Download SQL Server Express button to open the Microsoft download page. Note: The database server must be installed and running before you proceed any further. See: Installing A Database Server Click Next to continue. WhosOn Version 4 User Guide Page 44

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. For MySQL you must select an ODBC DSN for the WhosOn database. Note: If you want to use a SQL Server that is on another PC you may need to enter the instance as PCNAME\SQLServerInstanceName For SQL Server, check the Use NT Authentication option if you want WhosOn to use NT/2000 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. WhosOn Version 4 User Guide Page 45

Enter the Database Name. This defaults to WhosOnV4 and normally does not need to be changed. Click Next to create the database. The Wizard will then display the Current Database Configuration once the database has been successfully created. WhosOn Version 4 User Guide Page 46

You can start the wizard again by selecting Reconfigure Database from the Tools menu on the WhosOn Start menu folder. You can then remove the database by clicking the Remove Database button. Click Finish to close the Wizard. If you are running the Database Create Wizard for the first time WhosOn will be automatically started when you exit the wizard. Now See: Quick Start - Setting Up Live Stats & Visitor Chat WhosOn Version 4 User Guide Page 47

Setting Up Live Stats & Visitor Chat - Quick Start Important: Please read this page before doing anything else. It will help you get up and running quickly. This chapter will describe how to quickly setup visitor monitoring and live chat. It assumes you have just installed WhosOn and have not changed any of the default settings. We will use 'page tagging' to monitor visitors as this is the quickest to setup and you don't need access to your web server log files. Install WhosOn and run the Database Setup Wizard to create the WhosOn Database. Now close WhosOn if it is running. Step One - 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. Step Two - Run The Chat Setup Wizard Make sure the WhosOn Server is closed, then select Chat Setup Wizard from the WhosOn Start Menu - Chat Folder Note: You need to complete this step even if you don't plan on using the WhosOn Chat feature. WhosOn Version 4 User Guide Page 48

WhosOn needs to know your public IP address. 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. Select your Public IP address. Click the Lookup button if you do not know your public IP. 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, http://www.nettica.com - once you have a permanent DNS name use this in the above entry. Click Next to continue. You can click Next on each of the following steps and complete the wizard. Step Three - Install And Start The WhosOn Server and Gateway services Run the WhosOn Service Manager from the WhosOn Start menu. If you haven't already done so, click the Install Services button to install the WhosOn Server and Gateway services. Click the Start buttons to start both the WhosOn Server and Gateway services. Step Four - Setup A Site In WhosOn Using the WhosOn Service Manager, click the Action menu option, then select Add Site The new site wizard will appear: Unselect the Import A Site From IIS option and click Next: WhosOn Version 4 User Guide Page 49

Enter your site Name and Domain Name (you don't need to enter the http:// part). The domain does NOT need to be hosted on the WhosOn PC. It can be hosted anywhere. Click Next: Select the Use The WhosOn Gateway option. Click Next: WhosOn Version 4 User Guide Page 50

Ensure the Allow Remote Access To This Site is enabled and click Next. This will enable us to view the site in the WhosOn Client. We don't need to specify a site user name/password at this point. Enter your Email address and contact name.. then click Finish to complete the wizard. The site will be added to WhosOn. You are now ready to embed the tracking code into your web pages. This is done using the WhosOn Client. Step Five - Embedding The Tracking Code Start the WhosOn Client from the WhosOn Start menu: WhosOn Version 4 User Guide Page 51

Right-click your site in the Monitored Sites Tree and select Site Properties: Select the Tracking Code tab: WhosOn Version 4 User Guide Page 52

Click the Embedding Instructions button. This will generate the tracking code files and place them in a folder on your PC. This folder will be opened along with instructions on what to embed in your 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 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 If you want to track page views on sites that do not allow Javascript, like MySpace, Blogs, ebay sites etc or in your Email Signature, click the Non-Javascript Tracking button and paste the code shown into your pages. See: Tracking Visitors Without Using Javascript for more information. WhosOn Version 4 User Guide Page 53

See Also: Server Main Settings Site Settings The WhosOn Client Implementing Visitor Chat Implementing Visitor Click-To-Call-Back The WhosOn Gateway Charts & Reports Web Access DotNetNuke Integration WhosOn Version 4 User Guide Page 54

Setting Up A Site To Be Monitored When WhosOn is started for the first time the New Site Wizard will start automatically. It will also start if you click the Add New Site button in the WhosOn Server or Service Manager: You can select to import site details directly from IIS. If you are not running IIS or don t have access directly to the IIS Server clear the check box, otherwise the Wizard will then retrieve the sites from IIS and display them. Select the site you want to import and click Next. Once imported all the settings in the rest of the Wizard will be automatically set. WhosOn Version 4 User Guide Page 55

Enter the Site Name and Domain Name. Note: Don t enter http:// in the domain name. WhosOn Version 4 User Guide Page 56

Visitor Tracking WhosOn has two options for tracking visitors on your web site: 1. Use Your Web Server Log Files You must now choose the Log File Type that your web server produces. See: Supported Log File Formats 2. Use Page Tagging Via The WhosOn Gateway You can also use Embedded code in your web pages to track visitors instead of log files. See: The WhosOn Gateway for more information. Select Use Gateway to use this method. If you have selected to track visitors using your web server log files then you must now enter the log file mask and the location that your web server saves it's logs to. If you do not know this information you will need to ask your web server administrator. Now enter the Log File Mask. In most cases you will not need to change this entry. When WhosOn scans your log files it automatically picks the most recent file from the log file folder. You may have other types of files in your log file folder, so you need to tell WhosOn the mask to use when it scans the folder. If your log file never changes, simply enter the log file name. Otherwise enter as much of the unchanging part of the file name as possible and use the * character for the changing part. WhosOn Version 4 User Guide Page 57

You must now select the Log File Location. This is the folder on your web server that contains the log files. You have two methods of accessing your log files. 1. Directly via a drive and path or network connection. This is the recommended option since it s the fastest. If you are running WhosOn on your web server or if your web server is directly accessible via a network then use this option. You must then enter the drive and path or network path. You can use a mapped drive or a UNC path. A mapped drive is recommended because opening the log files is faster using mapped drives. Click the Open button to select your log file location(s): WhosOn Version 4 User Guide Page 58

You must then select the folders that contain the log files for this web site. You can select multiple folders (on different networked servers) if your web site is hosted on multiple load-balanced web servers. 2. Indirectly via an FTP connection. If you cannot access your web server directly (for example, if your site is hosted by a hosting company) you can use FTP (File Transfer Protocol) to access your log files. You must enter the FTP Server Name, User Name & Password. The Wizard includes an FTP Client to help you locate the log file folder. Click the Open button to access it. If you do not host your own site, ask your ISP to make your log files available via FTP (most will be happy to do this). Your ISP will need to let you know the full path to the log folder and your FTP login details. WhosOn needs access to the raw un-compressed log files. The FTP access in WhosOn is designed as a 'last resort'. If you can, install WhosOn on a PC that can directly access the web server log files, or use the WhosOn Gateway. FTP accessed logs will always give slower response times in WhosOn - especially if many separate web sites are monitored. Note: The FTP Server must support the REST command. This is because WhosOn only downloads new parts of the log files, so the FTP Server needs to support resumed downloads. Most FTP servers do, however some older ones (such is the one supplied with IIS 5) do not. WhosOn Version 4 User Guide Page 59

You can select whether to allow Remote Access to visitor data for this site. Remote Access allows users running the WhosOn Client or a browser to view live visitor information remotely. See the WhosOn Client Chapter for more information. You can also view visitor information via a web browser using the Web Access feature. Disabling Remote Access for the site at this point disables both the Client and Web access. You can enter a User Name and Password for this site. WhosOn Client users can specify the user name & password in their Client settings if they only want to see information for this site and not others. WhosOn Version 4 User Guide Page 60

You can now assign an Email Address and optional Contact Name to this site. Visitor summary reports, alerts and exception notifications for this site will be sent to this email address. If you have selected to monitor visitor using log files then you can then select whether to enable Log File Archiving for this site. WhosOn Version 4 User Guide Page 61

Log file archiving is a feature that s only available for directly accessing log files. If enabled WhosOn will automatically compress log files older than 30 days (you can change the number of days later) into a ZIP compatible archive file in your log file folder. WhosOn does this every day at midnight. Enabling this option can save huge amounts of disk space. In our tests the overall disk space used (after including the space used by the WhosOn Database) is reduced. That s it! WhosOn now has enough information to start monitoring your site. You can send a Setup Email to the email address specified. This email which contain their WhosOn Client connection details. You can modify the setup email template in the Server Main Settings - Remote Access section. Click Finish to save the site details. After a few seconds you will start to see visitor information for the site appearing in the WhosOn main window. The first time that WhosOn scans your web server log file it will show all visitors for the current day. After a few moments the view will 'settle down' and will show only current visitors. Note: All site details are stored in the METADATA.VDB file in the C:\Documents and Settings\All Users\Application Data\Parker Software\WhosOnV4 folder. You can edit Site Properties after a site has been setup in WhosOn by right-clicking the site in the Monitored Sites tree and selecting Edit Site. WhosOn Version 4 User Guide Page 62

Importing Existing Log Files Over time the WhosOn Server will populate the WhosOn Database with visitor data it does that in real time as it is running. However you may also want to load historical log file data into the WhosOn Database so you can run charts & reports using the Charts & Reports tool. The Analyze Log Files Wizard can be used to read all your log files from the past and update the WhosOn Database. It can also be used to Refresh the database of missing days if you have not been running the WhosOn Server for a while. Select Import Existing Log Files from the Tools menu to start the Analyze Log Files Wizard. The Analyze Log Files Wizard can be run whilst the WhosOn Server is running. You can choose to Just Refresh Missing Days the wizard will only scan log files and update the database for days (and part days) that are not already in the database. Or you can Create All Records the wizard will clear the database of all data and start from scratch. Use this option if you have created a new site and want to populate the database with historic data. It s best to do this before you start monitoring the site. This can also be useful if you have reconfigured your site settings (added Exclusions or Prospect detection) and you want to update the complete database using the new site settings. Click Next to continue. WhosOn Version 4 User Guide Page 63

You can now select the Site to analyze, or select All Monitored Sites to scan logs for all sites. You can also select a Folder all sites within the folder will be scanned. Click Next to continue. WhosOn Version 4 User Guide Page 64

If you have chosen to Create All Records you can choose to Start From The Beginning Of The First Log File or a Specific Date. If you enter a specific date then WhosOn will ignore log entries before that date and not use them to update the database. Click Next to start the Wizard. The Wizard will then start scanning the log files for the selected sites. If the log files for a site are accessed via FTP the Wizard will first download any missing log files these are downloaded to a local copy in the FTPLocal folder it then uses the local copies to do the actual scanning. You can cancel the Wizard at any time by clicking the Cancel button. WhosOn Version 4 User Guide Page 65

WhosOn Server Main Settings 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 - Options in the WhosOn Server or using the Service Manager if you are running WhosOn as a service. WhosOn Version 4 User Guide Page 66

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. 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. 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 On Startup If enabled, WhosOn will run in the system tray when it is started. This only applies if you are not running the WhosOn Server as a service. When run as a service WhosOn will always start in the System Tray. Show User Name Column In Visitors View The user name column is hidden by default (because most users don t use it). WhosOn tracks visitors by their IP address and UserName. This means if two visitors from the same IP address (for example visitors using a Proxy Server) arrive with different UserNames they will appear as different visitors. You must enable logging of the UserName field in your web server log files for the user name to be used and displayed. Show Full Country Name & City Column In Visitors View You can show the full Country Name, City & Region in the current visitors view, or to save space you can just show the two letter country code. Hide Passwords On Settings Forms If this option is selected then all password entries in WhosOn will show as **** WhosOn Version 4 User Guide Page 67

Email WhosOn can send you emails when the following events occur: Exceptions are raised you can define which exceptions are emailed. See: Exceptions Alerts are raised when visitors arrive at your site and trigger an alert. Prospects are detected WhosOn can also send you emailed summary reports each day. You can also email most views & lists. This tab is used to define how WhosOn sends emails. SMTP Server Name or IP Address WhosOn uses SMTP to send emails. 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 email sent by WhosOn. Default Recipients You can specify recipients on a site-by-site basis See: Site Settings Email Tab. You can also specify a global address. If a global address (or addresses) is specified then WhosOn will send emails to both the global and site specific recipients. You can leave the global address blank and just use site specific addresses if you like. Send Pending Emails Every xx Minutes As email events are raised WhosOn does not send them right away. Instead it adds them to a queue of pending emails 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 emails in one go. If WhosOn needs to send you several messages it will combine them into 1 email and send it when the next batch is sent. Send Test Email Use this button to verify your email 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. WhosOn Version 4 User Guide Page 68

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. WhosOn Version 4 User Guide Page 69

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 WhosOn Version 4 User Guide Page 70

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 email 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. WhosOn Version 4 User Guide Page 71

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. WhosOn Version 4 User Guide Page 72

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. WhosOn Version 4 User Guide Page 73

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 emailed 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 100 122 No visitors for x minutes 60 130 Single visitor on site for more than x minutes 10 131 Single visitor viewed more than x pages 25 132 Same visitor returning more than x times during a day 10 133 Same visitor returning more than x times 100 134 Single visitor viewed pages [page] for more than x minutes 5 150 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 10 162 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 60 165 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] WhosOn Version 4 User Guide Page 74

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 400-505 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: WhosOn Version 4 User Guide Page 75

Email Exceptions can be emailed to you as they are raised, allowing you to take immediate action. Check the Send An Email When This Exception Is Raised checkbox against the exceptions you want to be emailed. You can also enter specific email addresses. If you leave the email 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. WhosOn Version 4 User Guide Page 76

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. WhosOn Version 4 User Guide Page 77

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 emailed 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 + 404 error 2 151 DLL file requested + 404 error 2 160 Requested path contains../ 1 162 PUT requested + 404 error 1 163 DELETE requested + 404 error 2 161 More than x 404 errors 2 164 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. WhosOn Version 4 User Guide Page 78

SQL Server Monitoring One of the Exceptions that WhosOn can raise is the exception '180 - SQL Server Is Down'. WhosOn can monitor a Microsoft SQL Server instance and raise an exception if the SQL Server does not respond. This tab is used to setup the SQL Server monitoring. Check the Enable SQL Server Monitoring option to switch on SQL Server monitoring. In the SQL Server Instance entry, enter the name of the computer running the SQL Server you want to monitor. If SQL Server is running on the same computer as WhosOn, enter 'localhost'. The SQL Server being monitored can be different than the SQL Server used to maintain the WhosOn Database. Check the Use NT Authentication option to use the NT Authentication option when WhosOn logs on to SQL Server, otherwise you must enter a valid SQL Server User Name and Password. In the Check Every entry, enter how often you want WhosOn to login to your SQL Server to verify that its still operating. If the login fails, WhosOn will raise an exception. As with other exceptions, this can be emailed, sent to WhosOn Clients or sent to your mobile phone as a text message. If the login fails, WhosOn continues to check the SQL Server. If the logins resume, another exception will be sent informing you that the SQL Server is back on-line (exception 181). You can test the settings by clicking the Test Login button. 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. Email2DB can send messages to almost all countries and networks. For full details of coverage and pricing see http://www.email-2-db/ordersms.htm 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. WhosOn Version 4 User Guide Page 79

Remote Clients This tab is used to configure support for WhosOn Operator 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 Licensing The number of WhosOn Remote Clients that can connect at any one time depends on the number of client Licenses you have purchased. You can buy from zero to 500 (per server). The number of client licenses you currently have will be displayed on this tab. Click the License Manager button to view your licenses. You can add more client licenses using the License Manager at any time. 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. WhosOn Version 4 User Guide Page 80

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 http://localhost:8004 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 Email Whenever Web Access User Logs In option for WhosOn to send you an email 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. WhosOn Version 4 User Guide Page 81

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. WhosOn Version 4 User Guide Page 82

Client Setup Email This tab allows you to edit the Client Setup Email Template. When you create a new site in WhosOn, the new site wizard has the option of sending an email to the site email address. This email will contain the Client connection details for the site. Setup emails can also be sent via the WhosOn Service manager. You can edit the email 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. WhosOn Version 4 User Guide Page 83

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 email to the site's email address. You can specify the text of the email here. WhosOn Version 4 User Guide Page 84

WhosOn Gateway See the WhosOn Gateway chapter for descriptions of these options. You can also set the Gateway options via the Gateway Server itself. WhosOn Version 4 User Guide Page 85

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. See the chapter: Implementing Visitor Chat for details on how to setup real time visitor chat on your web site. Check the Enable Chat Server to switch on the chat server. Listen For Visitors On Port Number By default WhosOn uses port 8010 for visitor chats. This port can be changed to any available port number. This is the port number that the chat client uses to communicate with the WhosOn Server internally. Note: This port is NOT required by the.net Chat client (the default) - this uses port 80. The port is only needed for the Java chat client which is automatically used if the visitor is using an old browser. 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 (multihomed). Chat URL Optional. Enter the URL of your CHATSTART.HTM page. For example: http://www.mysite.com/chat/chatstart.htm. This information is for reference only and is not required in order for the chat server to operate. 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). WhosOn Version 4 User Guide Page 86

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 http://www.parkersoft.co.uk/psltranslateadmin/ 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 WhosOn Version 4 User Guide Page 87

Database Settings This tab contains the current database connection string that WhosOn is using. Under normal circumstances you should not change this setting. If you want to use another database, close WhosOn and use the Reconfigure Database tool. However you may need to fine tune the Database Connection String depending on your database settings see your database documentation for more information about connection strings. You could also use this option to try other database providers such as Oracle or MySQL. Use the Build button to build a connection string using any provider currently installed on your computer (you would have to manually create Database & Tables first) WhosOn does not use any database specific commands so in theory any SQL Database that has an ADO provider should work. WhosOn Version 4 User Guide Page 88

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. WhosOn Version 4 User Guide Page 89

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. WhosOn Version 4 User Guide Page 90

Site Settings 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 Action menu. Alternatively, right-click a site and choose Edit Site from the popup menu. The Site Properties form contains a number of tabs.. each will be described here. WhosOn Version 4 User Guide Page 91

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 http:// 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 User If you are using WhosOn to provide live stats and chat services for your own customers (using the ISP Edition), you can specify when their subscription ends. After this date the site will automatically pause, and an email will be sent to the customer. You can specify the text of the email in the WhosOn Server Main Settings - 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. WhosOn Version 4 User Guide Page 92

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 email to the site email 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. WhosOn Version 4 User Guide Page 93

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. 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. WhosOn Version 4 User Guide Page 94

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 21. WhosOn Version 4 User Guide Page 95

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 '127.0.0.1' See: The WhosOn Gateway for more information. WhosOn Version 4 User Guide Page 96

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. WhosOn Version 4 User Guide Page 97

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 192.168.* would exclude all visitors with IP addresses beginning with 192.168 WhosOn Version 4 User Guide Page 98

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. WhosOn Version 4 User Guide Page 99

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: http://www.mysite.com?source=yahoo&cost=1.2. 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. Enable Click Fraud Detection WhosOn Version 4 User Guide Page 100

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. WhosOn Version 4 User Guide Page 101

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. WhosOn Version 4 User Guide Page 102

3. Keywords. 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. WhosOn Version 4 User Guide Page 103

Alert Actions This tab is used to define that 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 Email Enable this option to receive an email whenever the alert is raised. You can specify an address (leave blank to use the default email 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). WhosOn Version 4 User Guide Page 104

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). WhosOn Version 4 User Guide Page 105

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. WhosOn Version 4 User Guide Page 106

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. 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. WhosOn Version 4 User Guide Page 107

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 email 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 WhosOn Version 4 User Guide Page 108

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 email or popup message to the WhosOn Clients. WhosOn Version 4 User Guide Page 109

Email This tab is used to define settings relating to Email that are specific to this site. Recipients For This Site Enter a list of email addresses (separated by ;) to receive email 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 emails to the global address where a site specific address has been specified. Disable Emailed Exceptions For This Site If you don t want any emails sent for Exceptions raised for this site, check this option. Automatically Email Each Chat Transcript To The Site Administrator Select this option if you want WhosOn to automatically email each visitor chat transcript to the email recipient for this site. The transcript is emailed 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 email from WhosOn showing summary totals for visitor activity for the day. These emails 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 email. The email can be quite large if you have a busy site. Send Weekly Traffic Summary Report Enable this option to receive a weekly email from WhosOn showing traffic analysis reports for the previous week. These emails are sent at midnight on Sundays. Send Monthly Traffic Summary Report Enable this option to receive a monthly email from WhosOn showing traffic analysis reports for the previous month. These emails are sent at midnight on the last day of each month. WhosOn Version 4 User Guide Page 110

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: 4477991234568. 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-Email service. Some mobile providers allow you to send SMS messages via email using the mobile number in the email address (for example, 012312345678@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 email 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'. WhosOn Version 4 User Guide Page 111

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 WhosOn Version 4 User Guide Page 112

Chat This tab is used to configure visitor chat settings for the site. You can also change these settings via the WhosOn Client. WhosOn Version 4 User Guide Page 113

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\WhosOnV4\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. WhosOn Version 4 User Guide Page 114

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. WhosOn Version 4 User Guide Page 115

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. WhosOn Version 4 User Guide Page 116

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 email to the email 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. WhosOn Version 4 User Guide Page 117

Operator Status File 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 WhosOn Gateway 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 WhosOn Version 4 User Guide Page 118

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 WhosOn Version 4 User Guide Page 119

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 Email Signatures or in any other form of document that supports web links. WhosOn Version 4 User Guide Page 120

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 WhosOn Version 4 User Guide Page 121

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 401.2 Errors If you are using the NT Challenge Response method of securing access to your web site, IIS can generate a lot of 401.2 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. WhosOn Version 4 User Guide Page 122

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 emailed 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. WhosOn Version 4 User Guide Page 123

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 WhosOn Version 4 User Guide Page 124

Contact This tab allows you to enter site specific contact details & notes. All entries are optional. WhosOn Version 4 User Guide Page 125

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 New Site Group from the Action menu using the WhosOn Server or Service Manager. You can then move sites into the new group by selecting the site in the Monitored Sites tree and selecting Move To Group from the Action menu. To edit group settings, select the group then choose Edit Group from the Action menu. 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 Email Address that will be used for all new sites that you create within the group. WhosOn Version 4 User Guide Page 126

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. WhosOn Version 4 User Guide Page 127

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 Server Main Settings - 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 Service manager. 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. WhosOn Version 4 User Guide Page 128

Creating A Named User Using the WhosOn Service Manager, 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. 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. Email Address, Phone, SMS These entries are optional. WhosOn Version 4 User Guide Page 129

Access Rights You can assign each user various access rights. Select or un-select the access rights that you want to grant the user. WhosOn Version 4 User Guide Page 130

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. WhosOn Version 4 User Guide Page 131

The WhosOn Client The WhosOn Client is the main tool used to watch your site activity. 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 WhosOn Version 4 User Guide Page 132

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 http://www.whoson.com/downloads.aspx The WhosOn Client will work on any Windows 2000, XP, Vista or 2003 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 8011. 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 License Count. You can increment your Client License 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. WhosOn Version 4 User Guide Page 133

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. Click the Summary tab to view a monthly summary of visitor totals with a comparison to the same period last month. WhosOn Version 4 User Guide Page 134

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. WhosOn Version 4 User Guide Page 135

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 Start Time 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. The start time of the current visit. WhosOn Version 4 User Guide Page 136

Last Time Browser Op Sys Location Referrer 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. WhosOn Version 4 User Guide Page 137

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. WhosOn Version 4 User Guide Page 138

Viewing 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. Chat Transcripts This tab will list all chat sessions for this visitor. Double-click a chat session to view the chat transcript. Exceptions Lists any exceptions raised against this visitor 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. 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. Contact This tab can be used to entered and update contact information specific for this visitor. WhosOn Version 4 User Guide Page 139

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: Site Entry Alerts The Alerts List 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 to show the full Visit Detail. To create and edit Alerts See: Site Settings - Alerts tab. WhosOn Version 4 User Guide Page 140

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. Chats Shows a list of chat sessions for the selected date. Double clicking a chat session will show the full chat transcript. Call Backs Shows a list of call backs requested for the selected date. Exceptions The Exceptions list shows any exceptions raised for the site. Exceptions are basically any event that is out of the ordinary. WhosOn Version 4 User Guide Page 141

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: You can then double-click a visit to view the full Visit Detail. WhosOn Version 4 User Guide Page 142

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) 'Other Operators' list. If all Clients for your domain 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 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. See: WhosOn Client Options. 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. WhosOn Version 4 User Guide Page 143

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. WhosOn Version 4 User Guide Page 144

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. You can also view the visitor s previous visits by clicking the Previous Visits button. If the visitor has chatted to you before the Chat History 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. Click the Leave button to leave this chat session. Another Client 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 Save button to save the chat to text or HTML (the WhosOn Server also keeps a copy). Click the Email button to send the chat transcript directly to Microsoft Outlook as a new mail message. WhosOn Version 4 User Guide Page 145

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 http://{your domain}/order.htm. You can send any content that can be viewed in a browser. For example, send http://www.mysite.com/offer.gif - will just send a specific image. Transferring To Another Operator To transfer a visitor chat to another operator simply 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. WhosOn Version 4 User Guide Page 146

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 Other Operators list and start chatting. The other operator will receive a popup message saying that you want to chat. WhosOn Version 4 User Guide Page 147

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. WhosOn Version 4 User Guide Page 148

Responding To Call Back Requests When a visitor requests a call-back a popup message will be sent to all users 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. WhosOn Version 4 User Guide Page 149

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. 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 Call Type drop down select Skype before you click the Make Call button. The Skype caller form then appears: Click the Place Call to call the visitor via Skype. Click End Call to end the call. WhosOn Version 4 User Guide Page 150

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 WhosOn Version 4 User Guide Page 151

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 WhosOn Version 4 User Guide Page 152

Viewing Charts & Reports Click the Charts icon on the Client toolbar to launch the Charts & Reports viewer. If this is done on the WhosOn Server PC then the Windows based Charts & Reports view will be launched. If done via a remote WhosOn Client on a separate PC then the web-based Charts & Reports viewer will be launched in a browser session. See: Charts & Reports for more information. WhosOn Version 4 User Guide Page 153

Viewing Quick Reports In addition to being able to view the full set of Charts & Reports via the web charts option, a number of quick reports are available via the Client itself. Select the Quick Reports button: Top Referrers You can quickly view a list of top referrers for the currently selected site by click the Top Referrers button. WhosOn queries the database and builds a list of top referrers. The list is sorted by number of visits. You can also sort by any other column by clicking the column header. This means you can sort by Prospect count instead of visit number. The Prospect % column shows the % of prospects against total visitors that the referrer has sent you. As with other views you can print or email it by clicking the Print or Email buttons. Click a referrer to view it in your web browser. You can delete a specific referrer from the database by selecting it in the list and clicking the Delete button. The referrer s visit and prospect counts will then be reset to zero. Note: You can view many more reports & charts based on referrers and other data using the Charts & Reports tool. The Charts & Reports tool also allows you to run reports for specific date ranges. WhosOn Version 4 User Guide Page 154

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 Server or the Service Manager. 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. WhosOn Version 4 User Guide Page 155

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. Changing Click Fraud Warning Graphic WhosOn Version 4 User Guide Page 156

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. WhosOn Version 4 User Guide Page 157

Generating The Gateway Embedded Code Via The WhosOn Client You can use the WhosOn Client to generate the WhosOn Gateway code to embed into your web pages. The code will then be correctly formatted for your settings. Make sure the WhosOn Gateway is configured before you do this. 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: Select the Language For Chat Window Text from the drop down list. This will change the text strings in the chat window that the visitor sees. WhosOn supports, English, French, Spanish, Dutch, Italian and German. You can use separate languages in different parts of your site if you wish. Enable the Allow Invite Requests To Be Sent option if you want to be able to send 'Invite' requests to visitors. If you send an invite to a visitor, the visitor will see a moving 'Can we help' image appear on their browser window. The image will move across the screen and back once before disappearing. The visitor can click the image to start a chat session. You can change the image that is used at any time one the Visitor Chat tab. The Use A Custom Chat Window Background entry allows you to specify a URL to a custom GIF file that will be used for the chat window background. This will replace the default blue background. You must use the full URL to your custom GIF file, for example: http://www.mysite.com/images/mychatbackground.gif Now click the Embedding Instructions button. WhosOn Version 4 User Guide Page 158

A text file will be displayed in Notepad. Follow the instructions shown here. The WhosOn Client creates a Javascript file called whoson_{site}.js (where {site} is the name of your site in WhosOn). This is placed in the C:\Program Files\WhosOnV4\Tracking Code\ folder. This file should be copied to the root folder of your web site. 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. WhosOn Version 4 User Guide Page 159

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. WhosOn Version 4 User Guide Page 160

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. WhosOn Version 4 User Guide Page 161

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. WhosOn Version 4 User Guide Page 162

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. WhosOn Version 4 User Guide Page 163

Charts & Reports One of the main benefits of WhosOn is that whilst it is providing you with live stats and useful alerts & exceptions it is maintaining a SQL Database of visitor activity. This database can provide you with a wealth of very useful data about your web site traffic. We have included a Charts & Reports Tool which you can use to view historical reports from the WhosOn Database. Run Charts & Reports from the Tools menu (the Tools menu is located on the Windows Start menu - WhosOn folder). The Charts & Reports tool comes pre-supplied with over 75 Charts & Reports.. and if you understand SQL you can add your own. We hope users will send us their queries so we can add them to the list of standard ones. You can select the Site you want to view from the Site drop down menu. You can also select Groups of sites. The results of any Chart or Report will be the combined results of all sites in the folder. Most Charts & Reports allow you to enter a DateRange 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. When viewing a Chart you can always view the data behind it by click the Data tab The Data tab will also show the Total, Average, Highest & Lowest values. You can export the data to a CSVfile by clicking the Save button. Some Charts show in Pie chart format: WhosOn Version 4 User Guide Page 164

Reports show data in a tabular format that cannot be shown as a chart (or is better suited to a report type view). Reports will show totals for most numerical columns. This data can also be saved to a CSV file using the Save button. WhosOn Version 4 User Guide Page 165

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. WhosOn Version 4 User Guide Page 166

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. WhosOn Version 4 User Guide Page 167

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\WhosOnV4\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 WhosOn Version 4 User Guide Page 168

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. WhosOn Version 4 User Guide Page 169

Implementing Visitor Live Chat 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. Since you are hosting the chat server yourself there are no on-going costs! 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\WhosOnV4\Chat\ Prerequisites In order to host visitor chat you need the following: - A PC running Windows 2000, XP or 2003 - 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 WhosOn Version 4 User Guide Page 170

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\WhosOnV4\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 8011. 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 WhosOn Version 4 User Guide Page 171

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 2000, 2003 or XP. 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. WhosOn Version 4 User Guide Page 172

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\WhosOnV4\Chat folder. To test the chat functionality follow these simple steps: Start WhosOn - (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 http://localhost/chat/chatstart.htm 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 8010 & 8011 are open on your firewall. - WhosOn 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. WhosOn Version 4 User Guide Page 173

Enabling External Chat Follow these steps to allow visitors from the Internet to chat to you. First close the WhosOn server and WhosOn Gateway. From the Chat folder on the WhosOn Start Menu, choose Chat Setup Wizard. The Wizard will list all IP addresses that it finds on your PC. Select the PUBLIC IP address 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 192.168, 127.0 and 10. are INTERNAL addresses and will not work from outside your network. You must select the EXTERNAL ip address. Click Next > WhosOn Version 4 User Guide Page 174

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, chat 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 http://{public ip}/chat/chatstart.htm You can replace the {public ip} with a DNS name if you have one assigned to the IP address. For example: http://www.mysite.com/chat/chatstart.htm WhosOn supports multiple domains. If you want to provide chat on multiple domains then simply add?domain={domain name} to the link. For example: http://www.mysite.com/chat/chatstart.htm?domain=mydomain.com 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 WhosOn Version 4 User Guide Page 175

You then have the option of editing the text strings that are used in the Chat Client itself.. Click the Change Chat Window Text Strings button: WhosOn Version 4 User Guide Page 176

Against each string type you can change the text. Double click a line to start editing. You can also change the text used on each of the languages. WhosOn Version 4 User Guide Page 177

Creating Chat Links From Your Site You can place standard 'click to chat' hyperlinks on your web pages or email signature in addition to the 'click to chat' graphic. To do this simply create links to: http://{whosonserver}/chat/chatstart.htm?domain={domain} 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: http://mywhosonserver.com/chat/chatstart.htm?domain=www.mysite.com&deptartment=sal es&lang=fr&bg=http://www.mysite.com/images/chat.gif A simple 'Click To Chat' text link would therefore be: <a href="http://mywhosonserver.com/chat/chatstart.htm?domain=www.mysite.com>click 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="http://mywhosonserver.com/chat/chatstart.htm?domain=www.mysite.com" onclick="javascript:window.open('http://mywhosonserver.com/chat/chatstart.htm?doma in=www.mysite.com','new_win', '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. WhosOn Version 4 User Guide Page 178

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. WhosOn Version 4 User Guide Page 179

Changing The Background We have included a number of different colored backgrounds in the Program Files\WhosOnV4\Chat folder (blue_back.gif, red_back.gif, green_back.gif etc). To change the color simply save the desired background to background.gif. You can also replace this with your own customized background graphic if you choose. You also have the option of specifying a custom background URL on the chatstart querystring. Eg: http://www.mysite.com/chat/chatstart.htm?domain=www.mysite.com &bg=http://www.mysite.com/images/mybackground.gif Use the &bg={url} option to specify the url of any image file to use as the background. WhosOn Version 4 User Guide Page 180

Using Chat On Multiple Domains You can set up Domain specific chats. This means that chat requests from certain domains directed only to those operators assigned to a specific domain (you can also setup 'departments' within a domain). When WhosOn Clients connect to the WhosOn Server they will be logged on to the domains that they have access to depending on their user name & password. If you run multiple domains and want to provide domain specific chat on each one then follow these steps To configure domain specific chat, simply add a?domain={domain} to the CHATSTART.HTM page, for example: http://www.mysite.com/chat/chatstart.htm?domain=www.myotherdomain.com - will direct the chat request only to operators logged on to the www.myotherdomain.com domain. WhosOn Version 4 User Guide Page 181

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: http://www.mysite.com/chat/chatstart.htm?department=sales - will direct the chat request only to operators in the Sales department. You can combine domain and departments, for example: http://www.mysite.com/chat/chatstart.htm?domain=www.myotherdomain.com&department=sales This will cause the chat request to be sent only to operators logged on to domain 'www.myotherdomain.com' in department 'sales'. Preselecting 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 add &select=d to the chatstart querystring, for example: http://www.mysite.com/chat/chatstart.htm?domain=www.mysite.com&select=d The visitor will then see a list of available departments: WhosOn Version 4 User Guide Page 182

The chat request will then only be sent to operators in the selected department. WhosOn Version 4 User Guide Page 183

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 add &select=o to the chatstart querystring, for example: http://www.mysite.com/chat/chatstart.htm?domain=www.mysite.com&select=o The visitor will then see a list of available operators: The chat request will then be sent to the selected operator only. WhosOn Version 4 User Guide Page 184

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: http://www.mysite.com/chat/chatstart.htm?domain=www.mysite.com&name=stephen 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: http://www.mysite.com/chat/chatstart.htm?domain=www.mysite.com&name=auto WhosOn Version 4 User Guide Page 185

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 http://www.parkersoft.co.uk/psltranslateadmin/ - 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. WhosOn Version 4 User Guide Page 186

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. WhosOn Version 4 User Guide Page 187

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. WhosOn Version 4 User Guide Page 188

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: http://www.mysite.com/chat/chatstart.htm?domain=www.mysite.com&lang=fr Will display French labels in the chat client. If you do not specify the &lang parameter 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 WhosOn Version 4 User Guide Page 189

Using A Server-Side Script To Show Operator Availability If you are not using the WhosOn Gateway 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 within WhosOn. Open the Site Properties..Chat..Operator Status File tab. 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\WhosOnV4\chat\www.mysite.com.htm") = 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. WhosOn Version 4 User Guide Page 190

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="http://www.mysite.com/chat/www.mysite.com.htm"> </iframe> Placing the above IFRAME element on your page would display the current status of each operator monitoring the domain 'www.mysite.com'. 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 WhosOn Version 4 User Guide Page 191

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\WhosOnV4\Chat\NET2\) 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: www.mysite.com.xml 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> <NoEmail>Please enter an email address</noemail> <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 emailed to you, please enter your email address and click the Send button.</transcript> <Send>Send</Send> <Print>Print</Print> <Email>Email</Email> </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. WhosOn Version 4 User Guide Page 192

Implementing Visitor Click To Call Back 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 WhosOn Version 4 User Guide Page 193

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: http://{whosonserver}/chat/callback.htm?domain={domain} 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: http://mywhosonserver.com/chat/callback.htm?domain=www.mysite.com&lang=fr&bg=http: //www.mysite.com/images/mybackground.gif A simple 'Click To Call Back' text link would therefore be: <a href="http://mywhosonserver.com/chat/callback.htm?domain=www.mysite.com>click 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="http://mywhosonserver.com/chat/callback.htm?domain=www.mysite.com" onclick="javascript:window.open('http://mywhosonserver.com/chat/callback.aspx?doma in=www.mysite.com','new_win', '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 email to the site admin. - Send a SMS message (if enabled). WhosOn Version 4 User Guide Page 194

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. Note: The Call Back feature is only available with the.net Framework 2.0 version of the WhosOn Chat Client. If you are currently using the.net Framework 1.1 version you will need to install the.net Framework 2.0 and then change the 'chat' virtual directory in IIS to point to the C:\Program Files\WhosOnV4\Chat\NET2\ folder. Then set the virtual directory to use ASP.NET 2 (alternatively uninstall WhosOn - install.net Framework 2.0 - then re-install WhosOn). WhosOn Version 4 User Guide Page 195

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 clicks Next: WhosOn Version 4 User Guide Page 196

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. WhosOn Version 4 User Guide Page 197

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. WhosOn Version 4 User Guide Page 198

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 WhosOn Version 4 User Guide Page 199

Using The Gateway The Gateway can either be run on the same PC as the WhosOn Server itself, or on a separate PC. The Gateway is installed by default with the main setup. A shortcut to it is placed on the Tools menu in the WhosOn Start menu. WhosOn Version 4 User Guide Page 200

Running The Gateway As A Service The Gateway can be installed and run as a Windows service so that it is always active when the PC is on. To install the service choose Install from the Service menu. You must then close the Gateway and use the WhosOn Service Manager start it (or restart your PC). Configuring Sites To Use The Gateway Instead Of Log Files To Track Visitors When you setup a site in WhosOn, set the visitor tracking type to 'Gateway'. This will cause WhosOn to listen for visitor stats from the Gateway instead of looking for and scanning log files. When you set the log file type to 'Gateway' you must also specify the Gateway IP address. Enter the IP address of the PC running the WhosOn Gateway (set to 'localhost' if the WhosOn Server and Gateway are on the same PC). Once you have setup the Gateway you then need to create the embedded code and add it to your web site pages. You can create the code by using the WhosOn Client. See: Generating The Embedded Code Via The WhosOn Client See Also: Configuring The Gateway See Also: Setting Up The Gateway - Step By Step WhosOn Version 4 User Guide Page 201

Setting Up The Gateway - Step By Step The page gives a step by step guide to setting up the WhosOn Gateway. It assumes the Gateway will be run on the same PC as WhosOn. It also assumes that the WhosOn PC has 1 public IP address. If the WhosOn PC is on a private network behind a public router, then use the router's public IP address. Make sure the router is configured to route traffic on ports 8010,8011 & 8080 to the WhosOn PC. Before you start ensure that ports 8080, 8010 & 8011 are open on your firewall. 1. Run The Chat Setup Wizard Close the WhosOn Server & Gateway Click Start - Programs - WhosOn Version 4 - Chat - Chat Setup Wizard Enter or select your External IP address of DNS name for the WhosOn PC and complete the Wizard. Start the WhosOn Server and Gateway 2. Test The Gateway You can easily test that the Gateway is running and servicing requests correctly by opening your browser at address: http://{public IP address}:8080/index.htm A small page will be displayed showing that the Gateway is working. Try this test from both the WhosOn PC itself and from outside your network. If the test fails check that the Gateway is running and that port 8080 is open on the firewall. 3. Setting Up A Site To Be Monitored In WhosOn Open the WhosOn Server program (or use the Service Manager if the WhosOn Server is running as a service). Add a new site if your site is not already setup and select 'Gateway' as the Visitor Tracking Method. If your site is already setup make sure the visitor tracking method set to Use Embedded Javascript Via The WhosOn Gateway. 4. Embedding The Code In Your Pages Start the WhosOn Client Right-click the site in the Monitored Sites tree and choose Site Properties and select the Tracking Code tab. Click the Create Test Page button to view a test page in your browser (ignore the security warning - this warning will not appear on your actual pages). If the test works you should see a new visitor for the site. Click the Embed Wizard to quickly add the code to your pages, or click the View Embed Code button to view the code in notepad. Copy the whoson_{site}.js file to the root folder of your web site. Then in your web pages add <script LANGUAGE="JavaScript" src="/whoson_{site}.js"></script> before the </BODY> tag (where {site} is your web site name). 5. Install The Gateway Service In the Gateway, choose Service...Install.. Click the Install button to install the service. Close the WhosOn Gateway program Use the WhosOn Service Manager to start the Gateway service. The WhosOn Gateway will now start each time your PC starts. The Gateway must be running at all times. See Also: Tracking Visitors Without Using Javascript WhosOn Version 4 User Guide Page 202

Generating The Gateway Embedded Code Via The WhosOn Client You can use the WhosOn Client to generate the WhosOn Gateway code to embed into your web pages. The code will then be correctly formatted for your settings. Make sure the WhosOn Gateway is configured before you do this. 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: Select the Language For Chat Window Text from the drop down list. This will change the text strings in the chat window that the visitor sees. WhosOn supports, English, French, Spanish, Dutch, Italian and German. You can use separate languages in different parts of your site if you wish. Enable the Allow Invite Requests To Be Sent option if you want to be able to send 'Invite' requests to visitors. If you send an invite to a visitor, the visitor will see a moving 'Can we help' image appear on their browser window. The image will move across the screen and back once before disappearing. The visitor can click the image to start a chat session. You can change the image that is used at any time one the Visitor Chat tab. The Use A Custom Chat Window Background entry allows you to specify a URL to a custom GIF file that will be used for the chat window background. This will replace the default blue background. You must use the full URL to your custom GIF file, for example: http://www.mysite.com/images/mychatbackground.gif Now click the Embedding Instructions button. WhosOn Version 4 User Guide Page 203

A text file will be displayed in Notepad. Follow the instructions shown here. The WhosOn Client creates a Javascript file called whoson_{site}.js (where {site} is the name of your site in WhosOn). This is placed in the C:\Program Files\WhosOnV4\Tracking Code\ folder. This file should be copied to the root folder of your web site. 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. WhosOn Version 4 User Guide Page 204

The Embedded Code Once the WhosOn Gateway is running you can insert the embedded code into you web pages to start monitoring visitors. The embedded 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: // ============================================================================== // WhosOn LiveStats & Chat Gateway script www.whoson.com // (c) 2006 Parker Software Ltd // ============================================================================== // This script should be placed in the root directory of your web site. It should // be included in each page you want to track. // Place the Include on your page at the place where you want the Click-To-Chat // graphic to appear. // =============================================================================== var swogateway = "%gateway%"; // specify the address of the WhosOn Gateway server var swodomain = "%domain%"; // the domain you are monitoring var swodepartment = ""; // optional department var swochatstart = "http://yoursite.com/chat/chatstart.htm"; // url to the chatstart.htm page var swolanguage = "en"; // language for the chat window var swobackgroundurl = ""; // optional custom background url var sworesponse = "Y"; // set to a blank string if you do not want a visible chat link var swoinvite = "Y"; // set to a blank string if you do not want invite requests to be polled var swosession; var swourl; var swouser=""; var swopage=""; var swoprotocol=window.location.protocol;; // specify a user name here if you want a specific user name instead of a session cookie // swouser="my user"; // specify a page name here if you want a specific page name shown in WhosOn instead of the window.location // swopage="my page"; var swocost=0; // specify a visit cost var sworevenue=0; // specify the revenue generated by the visitor // optional contact information. Specify values for these variables if you want contact info for the visitor passed to WhosOn var swoname=""; var swocompany=""; var swoemail=""; var swotelephone=""; if(swouser==""){ // create a unique session cookie for the visitor var dt=new Date(); var swocookie=document.cookie.tostring(); if(swocookie.indexof("whoson")==-1){ swosession=parseint(math.random()*1000)+"-"+dt.gettime(); document.cookie="whoson="+swosession+";expires=fri, 31-Dec-2010 00:00:00 GMT;"; } swocookie=document.cookie.tostring(); if(swocookie.indexof('whoson')==-1){ swosession=""; } else { var s=swocookie.indexof("whoson=")+7; WhosOn Version 4 User Guide Page 205

} } var e=swocookie.indexof(";",s); if(e==-1)e=swocookie.length; swosession=swocookie.substring(s,e); if(swouser!="")swosession=swouser; if(swopage=="")swopage=escape(window.location); if(swoprotocol=="file:")swoprotocol="http:"; swourl=swoprotocol+"//"+swogateway+"/stat.gif?u="+swosession+"&d="+swodomain; if(swodepartment.length>0)swourl+="&t="+swodepartment; swourl+="&p='"+swopage+"'&r='"+escape(document.referrer)+"'"; if(swocost!=0)swourl+="&c="+swocost; if(sworevenue!=0)swourl+="&v="+sworevenue; if(swoname!="" swocompany!="" swoemail!="" swotelephone!="")swourl+="&n="+swoname+" "+swocompany+" "+swoemail+" "+swotelephon e; if(sworesponse==""){ if(document.layers)document.write("<layer name=\"whoson\" visibility=hide><img src=\""+swourl+"\" height=1 width=1><\/layer>"); else document.write("<div id=\"whoson\" STYLE=\"position:absolute;visibility:hidden;\"><img src=\""+swourl+"\" height=1 width=1><\/div>"); } else { swourl+="&response=g";swochatstart+="?domain="+swodomain+"&lang="+swolanguag e; if(swobackgroundurl!="")swochatstart+="&bg="+swobackgroundurl; if(swodepartment.length>0)swochatstart+="&department="+swodepartment; document.write("<a target=\"_blank\" href=\""+swochatstart+"\" onclick=\"javascript:window.open('"+swochatstart+"','new_win','width=484,hei ght=361');return false;\"><img border=\"0\" src=\""+swourl+"\"><\/a>"); } swourl=swoprotocol+"//"+swogateway+"/invite.js?domain="+swodomain; if(swoinvite=="y")document.write("<scr"+"ipt language='javascript' src='"+swourl+"'><\/sc"+"ript>"); The code has some configurable options swogateway The EXTERNAL DNS or IP address of the WhosOn Gateway. This should be in the form http://{whoson gateway IP}:{port} If the Gateway is listening on port 80 (recommended) then the :{port} can be omitted. swodomain The domain name - this must match a domain for that site is set up in WhosOn. The log file type for the site in WhosOn must be set to 'Hosted/Gateway Interface' 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. 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'. swolanguage WhosOn Version 4 User Guide Page 206

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 swoinvite Set this to 'Y' if you want the code to poll for 'Invite' requests every few seconds. This 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. Set to a blank string '' to switch off the invite polling. 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, swoemail, 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. If you generate the code via your WhosOn Client then these parameters will be automatically set for you. WhosOn Version 4 User Guide Page 207

WhosOn Version 4 User Guide Page 208

Including The Code In Each Page Using an Include File Save the code to a file called 'whoson.js' in the root folder of your web site. Then use a script include line: <script LANGUAGE="JavaScript" src="/whoson.js"></script> Embedding Directly You can also embed the code directly on the page instead of using an include file. To do this enclose the code between <SCRIPT> tags: <SCRIPT LANGUAGE="Javascript">.. script goes here </SCRIPT> WhosOn Version 4 User Guide Page 209

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 language="javascript" src="/whoson.js"></script> </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. WhosOn Version 4 User Guide Page 210

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. WhosOn Version 4 User Guide Page 211

The Embedded 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: var sworesponse chat link = "Y"; // set to a blank string if you do not want a visible Simply change this parameter from "y" to "" (blank string). Eg: var sworesponse chat link = ""; // set to a blank string if you do not want a visible This tells WhosOn not to serve a visible graphic - so nothing will be visible on your page, but tracking and invites will work as normal. WhosOn Version 4 User Guide Page 212

The Embedded Code - Using On SSL Pages The code itself needs no changes to be embedded in SSL pages. 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 must first purchase an SSL certificate for the WhosOn Server PC. These are available from several companies (Verisign, Thwart etc). We recommend http://www.rapidssl.com 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. WhosOn Version 4 User Guide Page 213

The Embedded Code - Recording Cost & Revenue You can use the embedded 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 as two variables: var swocost=0; // specify a visit cost var sworevenue=0; // specify the revenue generated by the visitor These can be set to values, eg: var swocost=.10; // specify a visit cost var 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. WhosOn Version 4 User Guide Page 214

The Embedded Code - Recording Contact Information You can use the embedded 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: var swoname=""; var swocompany=""; var swoemail=""; var 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 email 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, email 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 Email,Name,Company,Telephone ' extract form variables Email = Request("Email") Name = Request("Name") Company = Request("Company") Telephone = Request("Telephone") ' process your form %> ' write the Whoson tracking code variables Response.Write "<script language='javascript'>" Response.Write "var swoname = '" & Name & "';" Response.Write "var swocompany = '" & Company & "';" Response.Write "var swoemail = '" & Email & "';" Response.Write "var swotelephone = '" & Telephone & "';" Response.Write "</script>" <script language="javascript"> var swogateway = "mygateway.com"; // specify the address of the WhosOn Gateway server var swodomain = "www.mysite.com"; // the domain you are monitoring var swodepartment = ""; // optional department var swochatstart = "http://yoursite.com/chat/chatstart.htm"; // url to the chatstart.htm page var swolanguage = "en"; // language for the chat window var swobackgroundurl = ""; // optional custom background url var sworesponse = "Y"; // set to a blank string if you do not want a visible chat link WhosOn Version 4 User Guide Page 215

var swoinvite = "Y"; // set to a blank string if you do not want invite requests to be polled var swosession; var swourl; var swouser=""; var swopage=""; var swoprotocol=window.location.protocol; var swocost=0; // specify a visit cost var sworevenue=0; // specify the revenue generated by the visitor if(swouser==""){ // create a unique session cookie for the visitor var dt=new Date(); var swocookie=document.cookie.tostring(); if(swocookie.indexof("whoson")==-1){ swosession=parseint(math.random()*1000)+"-"+dt.gettime(); document.cookie="whoson="+swosession+";expires=fri, 31-Dec-2010 00:00:00 GMT;"; } swocookie=document.cookie.tostring(); if(swocookie.indexof('whoson')==-1){ swosession=""; } else { var s=swocookie.indexof("whoson=")+7; var e=swocookie.indexof(";",s); if(e==-1)e=swocookie.length; swosession=swocookie.substring(s,e); } } if(swouser!="")swosession=swouser; if(swopage=="")swopage=escape(window.location); if(swoprotocol=="file:")swoprotocol="http:"; swourl=swoprotocol+"//"+swogateway+"/stat.gif?u="+swosession+"&d="+swodomain; if(swodepartment.length>0)swourl+="&t="+swodepartment; swourl+="&p='"+swopage+"'&r='"+escape(document.referrer)+"'"; if(swocost!=0)swourl+="&c="+swocost; if(sworevenue!=0)swourl+="&v="+sworevenue; if(swoname!="" swocompany!="" swoemail!="" swotelephone!="")swourl+="&n="+swoname+" "+swocompany+" "+swoemail+" "+swotelephon e; if(sworesponse==""){ if(document.layers)document.write("<layer name=\"whoson\" visibility=hide><img src=\""+swourl+"\" height=1 width=1><\/layer>"); else document.write("<div id=\"whoson\" STYLE=\"position:absolute;visibility:hidden;\"><img src=\""+swourl+"\" height=1 width=1><\/div>"); } else { swourl+="&response=g";swochatstart+="?domain="+swodomain+"&lang="+swolanguag e; if(swobackgroundurl!="")swochatstart+="&bg="+swobackgroundurl; if(swodepartment.length>0)swochatstart+="&department="+swodepartment; document.write("<a target=\"_blank\" href=\""+swochatstart+"\" onclick=\"javascript:window.open('"+swochatstart+"','new_win','width=484,hei ght=361');return false;\"><img border=\"0\" src=\""+swourl+"\"><\/a>"); } swourl=swoprotocol+"//"+swogateway+"/invite.js?domain="+swodomain; if(swoinvite=="y")document.write("<scr"+"ipt language='javascript' src='"+swourl+"'><\/sc"+"ript>"); </script> </body> </html> WhosOn Version 4 User Guide Page 216

Using The Gateway To Show Operator Availability Whilst Using Log Files To Track Visitors You can use the Gateway to show chat operator availability and to send 'invite' requests to visitors, whilst still using the web server log files to track visitors. This gives you the advantages of tracking visitors using log files with the advantage of automatic operator availability updating on your web pages and the option of sending 'invite' requests to visitors. To do this requires no additional setup. Simply embed the code into your pages as normal. You can generate the code via the client. If visitors are being tracked using log files then the Gateway will simply not send the visitor information to WhosOn. WhosOn Version 4 User Guide Page 217

The Embedded 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 penalised 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"> <SCRIPT language="javascript" src="/whoson.js"></script> </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. WhosOn Version 4 User Guide Page 218

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 Email 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="http://{gateway}/stat.gif?d={domain}&p={page}&response=g"> 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="http://195.62.224.1:8080/stat.gif?d=www.mysite.com&p=index.htm&response=g"> This example assumes the WhosOn Gateway is listening on external IP 195.62.224.1, port 8080. The page will show against the WhosOn site with the domain 'www.mysite.com'. 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="http://195.62.224.1/chat/chatstart.htm?domain=www.mysite.com"> <img border="0" src="http://195.62.224.1:8080/stat.gif?d=www.mysite.com&p=index.htm&response=g"> </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 WhosOn Version 4 User Guide Page 219

Tracking MySpace Pages MySpace pages do not allow querystrings to be passed with images, so the above technique wont work. WhosOn fortunately allows another method. Simply embed the image: <img border="0" src="http://{gateway}/{domain}.gif"> Where {domain} is the site domain name as setup in WhosOn. Example: <a href="http://195.62.224.1/chat/chatstart.htm?domain=www.myspace.com"> <img border="0" src="http://195.62.224.1:8080/www.myspace.com.gif"> </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. WhosOn Version 4 User Guide Page 220

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. Download the script here: http://www.whoson.com/whoson_call.js 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: http://www.whoson.com/test.htm WhosOn Version 4 User Guide Page 221

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: http://localhost:8080/stat.xml?domain=www.mysite.com&auth=authentication&ip=123.12 3.123.123&p=page.htm&r=http://www.referrer.com 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 (optiona0 - allows you to pass page errors (404's etc) to WhosOn to show as exceptions Visitor contact information (Name Company Email Telephone) (optional) WhosOn Version 4 User Guide Page 222

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>www.whoson.com</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>195.62.223.1</ip> <country>united Kingdom</country> <region>stoke-on-trent</region> <city>keele</city> <organization>routed block for Parker Software</organization> <lattitude>53</lattitude> <longitude>-2.2833</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. WhosOn Version 4 User Guide Page 223

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\WhosOnV4\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 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 = "www.mysite.com" ' 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, email & 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, VisitorEmail,VisitorTelephone prior to calling the SendPageInfoToWhosOn method. WhosOn Version 4 User Guide Page 224

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. 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> WhosOn Version 4 User Guide Page 225

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\WhosOnV4\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\WhosOnV4\ServerSideTracking\DNN folder. WhosOn Version 4 User Guide Page 226

Gateway Settings Choose File..Options to open the Gateway configuration form. Listen For 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. 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: 813368 WhosOn Version 4 User Guide Page 227

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\WhosOnV4\{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. WhosOn Version 4 User Guide Page 228

DotNetNuke Integration DotNetNuke is the popular open-source content management system. See http://www.dotnetnuke.com 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\WhosOnV4\ServerSideTracking\DNN folder. Check our DotNetNuke developer portal for more information: http://www.whoson.com/dnn/ WhosOn Version 4 User Guide Page 229

FAQ s General Q. I Don't have access to my log files at all (either directly or by using FTP). Can I use WhosOn? A. If you have a permanent Internet connection with a static IP address then you can use the WhosOn Gateway to track visitors. This uses Javascript that you embed into your web pages to update WhosOn. If you don't have a permanent Internet connection then consider using the WhosOn Hosted Solution. Q. Do I have to run WhosOn on my web server? A. No. WhosOn can run on any Windows 2000, 2003 server or Windows XP, Vista PC that has a permanent connection to the Internet and is left on at all times. Q. What Web Servers are supported? A. WhosOn can monitor any website, regardless of the web server that the site is hosted on. Q. How many separate sites can WhosOn monitor? A. WhosOn can monitor any number of sites from a single WhosOn Server. Note: The actual number of separate sites that a single WhosOn Server can monitor depends of course on how busy the sites are and the power of the PC running WhosOn. Q. Do I have to leave WhosOn running all the time? A. WhosOn has been designed to be left running at all times and works best this way. Q. The WhosOn server does show me much information.. Why? A. The WhosOn server is designed to be left running as a Windows service. Use the WhosOn Client to view all your visitor info. The Client can be installed on remote PC's and does not need to be left running. Q. Does WhosOn change anything on my web server? A. Absolutely not. WhosOn does not write any data to you log files, nor does it interfere with your web server in any way. Q. Can I View Visitor Information remotely using a browser? A. Yes. A Web Access application is installed as part of WhosOn. Point your browser to http://{whosonpc IP/dns}/whosoncharts/ Q. How do I view Historical Reports? A. Use the WhosOn Charts & Reports tool. This is on the Tools menu (Start menu - WhosOn - Tools). Note: You need to run the Analyze Log Files Wizard first to import your old logs into the WhosOn Database. Once imported WhosOn itself will update the database with new visitor data. Chat Q. I don't host my own web server, can I still use visitor chat? A. Yes! You can run WhosOn on any machine that has a permanent Internet connection with PUBLIC IP address (for example, an ADSL or DSL line). You can then create a link from your main web site to the CHATSTART.HTM file on your own PC. For example, suppose you have a machine with IP address 192.134.16.201. You can create a link from your web site [http://192.134.16.201/chat/chatstart.htm] that visitors click when they want to chat. The machine running WhosOn must also be running IIS (or any other web server). Q. I don't have a permanent Internet connection. Can I still host visitor chat? WhosOn Version 4 User Guide Page 230

A. No. To host chat yourself you need a permanent Internet connection on a Windows 2000, XP or 2003 computer. Consider using the WhosOn Hosted Solution instead. Q. Visitors can open the Chat Client ok but when they start a chat it always tells them that operators are not available - even when I'm on-line. A. The domain name parameter you have specified in the querystring that invokes the chat client does not match a domain name setup in WhosOn. Eg: http://www.mysite.com/chat/chatstart.htm?domain=www.mysite.com Q. Can I run the WhosOn Client across the Internet? A. Yes. The WhosOn Client will connect to the WhosOn Chat Server via any IP address. This means that for example, you could ask your hosting company to host the WhosOn chat server for you and run your Operator Clients from your office or home via the Internet. Q. How many Chat Operator Clients can I install? A. You can install any number. However only a fixed number will be able to connect to the WhosOn Server at once. This depends on how many Client Licenses you have purchased (to check, choose Help..About in the WhosOn Server). The Server is capable of supporting up to 500 operators and 500 concurrent chats. Each chat client can chat to multiple visitors at the same time. Q. I run multiple domains. Can I run chat on all of them? A. Yes. Simply pass the domain name (as setup in WhosOn Site Settings) in the querystring. eg: http://www.mysite.com/chat/chatstart.htm?domain=www.myotherdomain.com See: Using Chat On Multiple Domains Q. Can I setup Department specific chat within a domain? A. Yes. See: Department Specific Chat Q. Can I customize the Chat Client? A. Yes. You can change the background image and the text strings that are used by the Chat Client. Q. I am an ISP. Can I provide live stats & chat services for my clients? A. Yes. See our 'ISP Edition'. WhosOn Version 4 User Guide Page 231

Troubleshooting I can't create the database. I get the error ""Class does not support automation or does not support expected interface You may not have the up to date MDAC components installed on your system. WhosOn requires MDAC 2.6 or higher. You can download MDAC (Microsoft Data Access Components) from Micosoft's site. My site scans fine for the first scan, then no new visitors appear even though I know my site has current visitors. If you are accessing your log files using a UNC path or mapped drive, try setting the 'Close Log File After Each Scan' option on the Site Settings - Log File Location tab. This may be required on some networks. It will slow scanning down slightly but it forces WhosOn to reassign a new file handle on each scan. I have setup a site in WhosOn but no visitors are appearing at all. Possible Solutions: If Using The WhosOn Gateway (Page Tagging) To Track Visitors: 1. The WhosOn Gateway isn't running. Use the WhosOn Service Manager to install and start the Gateway service. 2. You haven't embedded the tracking code into your web pages. See: Generating The WhosOn Gateway Tracking Code Via The Client. 3. Your External IP/DNS hasn't been specified. By default the tracking code will be pointing to 'localhost'. This won't work for Internet visitors. You must use the Chat Setup Wizard to specify your External IP/DNS and then re-generate the tracking code and upload the JS file to your website. If Using Log Files To Track Visitors: 1. WhosOn may be reading the wrong log file. By default WhosOn picks the file from the log file folder alphabetically. Click the Site in the Sites List and look on the status bar. This will show the log file that WhosOn is currently reading. If you have other files in the log file folder with a *.LOG extension (or that match the site Mask) either delete them or change the Log File Selection Method to Date in the Site Properties. 2. If you are accessing your log files using a UNC path or mapped drive, try setting the 'Close Log File After Each Scan' option on the Site Settings - Log File Location tab. This 'may' be required on some networks. It will slow scanning down slightly but it forces WhosOn to reassign a new file handle on each scan. 3. WhosOn is not finding any log files at all. By default, WhosOn looks for log files using the file mask. If your log files do not have a.log extension you can change the File Mask in the Site Settings. 4. WhosOn may not find log entries relating to the current date. Check that the Date is included in the log file. Also check your time zone information. Log files store the time in GMT so WhosOn has to convert the time into local time. 5. In Windows 2000/XP - IIS Settings check that the 'Use local time for file naming and rollover' setting is enabled. 6. If your log files are stored on a Unix/Linux machine and you are accessing them via a network path, set the 'Unix File Format' option on the site settings. 7. Make sure that the date & time on your PC are correct. 8. If you are accessing your log files over a network make sure that WhosOn has permission to access the log file folder. The easiest way to do this is to create a 'mapped drive' to your log file folder and then access it in WhosOn via the mapped drive. WhosOn Version 4 User Guide Page 232

When I run WhosOn as a Service it stops reading the log files, but it works fine when I run it normally. If you are running the WhosOn Server as a Service using the SYSTEM account it will not be able to access log files that are located on another machine (the SYSTEM account only has security access to local devices). If your log files are on another machine you will have to reinstall the service and use a different user account that can access the remote machine. When I run WhosOn as a Service using a user account (not SYSTEM) I can't see the WhosOn display. This is normal. Any Windows Service that does not run under the SYSTEM account cannot interact with the desktop. Use the WhosOn Client to view visitor information and use the WhosOn Service Manager to add/edit sites. The WhosOn Service Does Not Start The WhosOn Service depends on the Workstation service in Windows 2000, 2003 or XP. The Workstation service will not start if you have disabled 'Client For Microsoft Networks' in your networking configuration. Verify that the Client For Microsoft networks is enabled in your network configuration. The manual refers to the 'Tools' menu - but I can't find it. The WhosOn Tools menu is on your Start menu - Program Files - WhosOn Version 4 - Tools. I am using FTP to access my log files. The first scan show visitors fine, but subsequent scans show nothing. Your FTP server may not support the REST command. This command is used by WhosOn to reposition the file pointer so that it does not have to re-read parts of the log file that it has already scanned. WhosOn will only work with FTP servers that support the REST command. Look in the Trace Pane. Check if an error is returned after WhosOn sends the REST command. Consider using the WhosOn Gateway to track visitors instead of reading your log files. This will give much better performance and results. I am using FTP to access my log files. WhosOn logs in ok but never finds any log files. Make sure you have specified the full ABSOLUTE path to your log file folder. Not the 'relative' path. For example, /MySite/Logs is the absolute path, where as 'Logs' or /Logs is a path relative to 'MySite'. Visitor Data appears jumbled when I access my log files via FTP. Each log file line may not end with a Carriage Return or Line Feed. If the log file is stored on a Unix machine, try enabling the 'Unix File Format' on the site properties. My Database is getting huge!. How can I delete data? On the Site Settings - Archive Tab enable the 'Automatically Delete Old Database Records' option. Enter the number of Days to keep visit records. You can also enter the number of days to keep page history (which normally makes up the bulk of the database). Since you don't need page history for most reports you should only keep 1-2 months. Once these options have been defined WhosOn will automatically delete old records every day at midnight - so ensure WhosOn is left running. WhosOn Version 4 User Guide Page 233

The WhosOn Sites Manager The WhosOn Sites Manager is a tool that can be used to create and delete sites within WhosOn by using simple email messages. This tool is designed to be used by ISP's or companies providing WhosOn services for multiple customers. Simple email messages can be sent to WhosOn to create new sites or delete existing ones. When new sites are created, WhosOn will send a setup email to the customer allowing for a completely automated service for creating and deleting sites. The Sites Manager is located in the C:\Program Files\WhosOnV4\ folder and called WOSitesManager.exe The Sites Manager 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). The WhosOn Server must be running for the Sites Manager to work. 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 WhosOnSitesManager service. How It Works The Sites Manager checks a given POP3 account once every minute. You send emails in a specified format to this account (for example from a web form). If a new email is found it is parsed and site is either created or deleted from WhosOn. The email is then deleted from the POP3 server. It is very important to use the specified POP3 account ONLY for the Sites Manager emails. You therefore need to create a new 'whoson' email account. WhosOn Version 4 User Guide Page 234

Sites Manager 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 emails. 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 emails 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 email to the customer. This entry specifies the From address for these emails. Subject Specify the subject line for setup emails. 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 Email When the Sites Manager deletes a site from WhosOn it will send an email to the site email address. WhosOn Version 4 User Guide Page 235

Creating Sites Via Email Once you have defined the POP3 account that the Sites Manager will use, you can then send emails to the Sites Manger to create or delete sites within WhosOn. The Sites Manager will check for new email on this account once per minute. Format Of Emails For New Sites To create a new site within WhosOn, send an email in the following format (any subject line can be used): Contact: {customer name} Company: {company name} Email: {email address} Domain: {domain} Bias: {GMT bias} UserName: {user name} Password: {password} Expires: {days} Clients: {clients} Group: {group name} The email MUST be in text format not HTML. Example: Contact: Stephen Parker Company: Parker Software Email: stephen@parker-software.com Domain: www.parker-software.com Bias: -5 UserName: parkersoft Password: stephen Expires: 14 Clients: 10 Group: Hosted Sites This will create a new site for domain 'www.parker-software.com'. 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 Email 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 http:// 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 Sites Manager reads the email it will send the new site details to the WhosOn Server and delete the incoming email from the POP3 server. A setup email will be sent to the site email address (you can customize the setup email in the WhosOn Server Main Settings). A confirmation email will be sent to the 'from' address of the incoming email. Note: New sites are created in WhosOn to use the Gateway to monitor visitors. You cannot use the Sites Manager to create sites in WhosOn that use log files (unless you manually edit the site settings after the site is created). WhosOn Version 4 User Guide Page 236

Resending Setup Emails To resend the setup email to the customer for an existing site, send an email in the format: Domain: {domain name} RESEND: Example: Domain: www.parker-software.com RESEND: The setup email will be resent to the customer. WhosOn Version 4 User Guide Page 237

Deleting Sites Via Email To delete a site in WhosOn send an email in the format: Domain: {domain name} DELETE: Example: Domain: www.parker-software.com DELETE: Will delete the site in WhosOn that monitors domain 'www.parker-software.com'. An email will be sent to the customer. You can customize the delete email template in the Site Manager settings. WhosOn Version 4 User Guide Page 238

Getting A List Of Sites Send an email with the subject 'list' and the WhosOn Sites Manager will email back a list of sites currently setup in WhosOn. The email will be sent to the 'from' address of the incoming email. WhosOn Version 4 User Guide Page 239

Getting A Backup Of Site Settings You can request the Sites Manager to email you the current WhosOn Settings file. This will contain the settings for all sites currently setup. Send an email with the subject 'backup' to the Sites Manager. The Sites Manager will reply with an email containing the MetaData.vdb file as an attachment. WhosOn Version 4 User Guide Page 240

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 Sites Manager can automatically delete expired sites after a number of days (specified in the Sites Manager 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 Sites Manager email with a zero value expiry days. WhosOn Version 4 User Guide Page 241

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: http://localhost/whosonweb/whosonadminservices.asmx (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. WhosOn Version 4 User Guide Page 242

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 email to the site email address. 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 http:// 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. 8. Email - the email 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. SendSetupEmail - set to 'Y' if you want WhosOn to send a setup email to the site email 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 SendSetupEmail 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. SendSetupEmail This method instructs the WhosOn Server to send the client setup email to the email 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'. WhosOn Version 4 User Guide Page 243

WhosOn Version 4 User Guide Page 244

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 can use a number of database servers to store it's data, including SQL Server, MySQL & Pervasive.SQL. In addition it can use it's own built-in database engine. In all cases the database structure is the same. 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 following files contain the SQL Create Table commands to create the database tables: CREATEDB_MSSQL.SQL - for SQL Server/MSDE CREATEDB_MYSQL.SQL - for MySQL CREATEDB_PVSW.SQL - for Pervasive.SQL These files are in C:\Program Files\WhosOnV4\ These will be executed automatically by the Create Database Wizard. The chart below shows the WhosOn Version 4 database diagram: WhosOn Version 4 User Guide Page 245

WhosOn Version 4 User Guide Page 246

Backing Up WhosOn Settings WhosOn stores all settings in the folder: C:\Documents and Settings\All Users\Application Data\Parker Software\WhosOnV4\ You can open this folder by selecting Help - About in the WhosOn Server or Service Manager and then clicking the Settings Path button. 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 Service Manager. 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. WHOSONV4.VDB This is the WhosOn database file when using the built-in database engine instead of a SQL database. This file will only be updated if you are using the built-in database engine to store WhosOn data. This file can be deleted (provided WhosOn is not running) but you will loose all visit history. 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 emails each day. It will also contain the Gateway log files for the domain (if the Gateway is being used to monitor visitors). WhosOn Version 4 User Guide Page 247

Supported Log File Formats WhosOn supports the following log file formats: 1. W3C Extended W3C Extended format is a customizable ASCII format with a variety of different fields. You can include fields important to you, while limiting log size by omitting unwanted fields. Fields are separated by spaces. Time is recorded as UTC (Greenwich Mean Time). For more information on the W3C Extended format specification, see the World Wide Web Consortium Web site. The example below shows lines from a file using the following fields: Time, Client IP Address, Method, URIStem, Protocol Status, and Protocol Version. #Software: Microsoft Internet Information Services 5.1 #Version: 1.0 #Date: 1998-05-02 17:42:15 #Fields: time c-ip cs-method cs-uri-stem sc-status cs-version 17:42:15 172.16.255.255 GET/default.htm 200 HTTP/1.0 The preceding entry indicates that on May 2, 1998 at 5:42 P.M., UTC, a user with HTTP version 1.0 and the IP address of 172.16.255.255 issued an HTTP GETcommand for the /Default.htm file. The request was returned without error. The #Date: field indicates when the first log entry was made, which is when the log was created. The #Version: field indicates that the W3C logging format used. Any of the fields can be selected but some fields may not have information available for some requests. For fields that are selected, but for which there is no information, a hyphen ( ) appears in the field as a placeholder. W3C Extended is the recommended format for use with WhosOn because of its flexibility and because you can easily include the Referrer and User Agent fields. When using this format we recommend you enable as a minimum, the following fields: Date Time Client IP Address User Name Method URI Stem URI Query Protocol Status Protocol Sub-Status Bytes Sent Bytes Received Time Taken User Agent Cookie Referrer 2. IIS Log File Format This format is used only by Microsoft Web Servers. It's used mainly for compatibility with older versions of IIS. WhosOn supports this format, but if you are using IIS it is recommended you use the W3C Extended format instead. 3. NCSA Common (or Combined) Log Format This format is used by Apache and many other web servers. NCSA Common format is a fixed (non-customizable) ASCII format. It records basic information about user requests, such as remote host name, user name, date, time, request type, HTTP status code, and the number of bytes sent by the server. Items are separated by spaces; time is recorded as local time. WhosOn Version 4 User Guide Page 248

When you open an NCSA Common format file in a text editor, the entries are similar to the following example: 172.21.13.45 REDMOND\fred [08/Apr/1997:17:39:04-0800] "GET/scripts/iisadmin/ism.dll?http/serv HTTP/1.0" 200 3401 The NCSA Combined format is the same as the common format with the addition of the User Agent and Referrer fields. A Note About Reverse DNS Lookups If your web server is resolving the IP address to the domain name (DNS) and storing this in the log instead of the IP address, we recommend you switch this off and let WhosOn resolve the DNS for you. This will reduce the overhead on your web server and WhosOn will operate better if it tracks visitors by their IP address instead of DNS name. Using Embedded Code In Your Pages Instead Of Log Files To Track Visitors WhosOn can also uses embedded Javascript in your pages to monitor visitor activity. This is useful if you cannot access your log files or if you want to provide live stats & visitor chat for customers web sites that you do not host yourself. This method is also preferable if you will be monitoring many sites from a single WhosOn Server. See: The WhosOn Gateway for more information. WhosOn Version 4 User Guide Page 249

Installation Of The ISP Edition On A New Server This guide details how to set up WhosOn Installable/ISP edition on a new server, in the most efficient manner possible. This guide deals with: 1. Updating Windows 2. Installing.NET Framework 2.0 3. Forcing IIS to listen only on one IP 4. Installing MSSQL 5. Setting up the SQL Data Folder 6. Installing WhosOn 7. Configuring IIS 8. Configuring WhosOn 9. Testing Updating Windows You should use Windows updates to update to the latest service pack, and install all security updates. This can take some time on a fresh installation, so it is recommended to do this first. Installing.NET Framework 2.0 To get the best out of the WhosOn Chat, and to be able to use the Click-To-Call functionality, you should install the.net 2.0 framework on the server. This should be done through Windows updates (usually under Software, Optional) then make sure that after installing this you also install any necessary security updates. Forcing IIS To listen On One IP The optimum setup for WhosOn is two IP's, running on two network adapters, or two IP's running on one network adapter. The Gateway uses one IP, and the other is used for the Chat and the Web Access application. This allows you to use port 80 and 443 for both the Chat and the WhosOn Gateway. The main reason for this is that some strict firewalls block HTTP access that is not on the standard HTTP ports. By default, IIS will listen on all IP's on the machine, even if you set it up to only listen on one through IIS management. In order to set this so that IIS is listening on only one IP, the httpcfg utility is needed. This is not installed with Windows by default. You can either install the Windows support utilities (found on the Windows CD) or download it from our site: http://www.parkersoft.co.uk/downloads/support/httpcfg.exe Drop this into the C:\Windows folder. It can be used to restrict the IP addresses used by IIS. The commands are as follows: > httpcfg set iplisten -i [chat-ip] HttpSetServiceConfiguration completed with 0. > httpcfg query iplisten IP : {chat ip} > net stop http The following services are dependent on the HTTP service. Stopping the HTTP service will also stop these services. World Wide Web Publishing Service HTTP SSL Do you want to continue this operation? (Y/N) [N]: > Y The World Wide Web Publishing Service service is stopping. The World Wide Web Publishing Service service was stopped successfully. The HTTP SSL service is stopping. The HTTP SSL service was stopped successfully. WhosOn Version 4 User Guide Page 250

The HTTP service was stopped successfully. >iisreset Attempting stop... Internet services successfully stopped Attempting start... Internet services successfully restarted Installing MSSQL For best performance, MSSQL 2005 should be installed on the machine. The Express Edition is sufficient for running WhosOn, although you would see some performance improvements in the reports if you were using the Workgroup / Standard / Enterprise editions. Using Windows Authentication is the preferred method, therefore if you do want to split the database onto a separate server, it is better to have this in the same Domain / Workgroup as the WhosOn server. A local version of SQL Express would be preferable to a remote version of SQL Server using SQL Authentication. You can download SQL Express directly from Microsoft at: http://msdn.microsoft.com/vstudio/express/sql/download/ You should download both SQL Server 2005 Express Edition and SQL Server Management Studio Express. First, install SQL Express; keeping the defaults during the installation is recommended. After this is complete, install SQL Management Studio. At this point you will probably want to check for Windows Updates again, as there is an MSXML security fix that applies to the version installed with SQL Express. Setting up the SQL Data folder Create a folder to store the SQL data in; this is generally preferred to be on a separate "Data" partition to your operating system files. I usually set this as D:\SQLData\ for clarity. Now, launch the SQL Management Studio, and connect to the instance of SQL Server (should be default options here again). Right click the instance in the tree on the left; it will be the root of the tree. Go to "Properties", then "Database Settings". Use the... file selector on the "Default Database Locations" Data and Log, and set these to the newly created folder. All other default settings will be fine. Now, to create the shell of the WhosOn database, so we can set the file size to restrict fragmentation. Expand out the tree one level, and right click on Databases, and select "New Database". Set the database name to WhosOnV4. Edit the initial size of the WhosOnV4 data file, and set this to the starting value. I usually pick 3500 MB for this, as the database probably won't grow over this size (the maximum for SQL Express is 4 GB). I also set the autogrowth to grow by 10 MB instead of grow by 1 MB. This means that in the event the database does exceed 3500 MB, SQL Server is not continually expanding the database, and wasting CPU cycles. If you are using a SQL Database that isn't SQL Express, then you need to go to Options, and set the Recovery Model to "Simple". The default for Express is Simple. We use Simple logging, as there is no need for Point-in-Time transactional recovery on the WhosOn database. OK the dialog, and this should create the database. Installing WhosOn The first step in the installation of an ISP WhosOn is to create a folder for the WhosOn data. The default folder is stored in the "Documents and Settings" folder, however this is generally not preferred on a server installation, especially when the logs can become quite large. Create a folder on the data drive named "WhosOnData". Now, download the version 4 installer from http://www.whoson.com/downloads.aspx You need the Installable Edition Full Setup, and the GEO-IP Organization database. Run the WhosOn Installer on the server, just going through the normal installation. When you get to the end, untick the "Run WhosOn" box, and finish the installation. WhosOn Version 4 User Guide Page 251

Open regedit, and go to HKEY_LOCAL_MACHINE/Software/Parkersoft/WhosOn/4/Settings and create a new String named "DDFPath". The contents of this string should be the path to the WhosOn Data directory you created. Make sure that you end this path with a trailing slash. So the contents would be "D:\WhosOnData\" for my suggested name. Now, run the GEO-IP installer, and let this do the default installation. Now, go to Start > Programs > WhosOn Version 4 -> WhosOn Service Manager. You should be prompted with the WhosOn Registration Wizard. Enter your details, and your registration number. If you haven't allowed the server access to the internet, you will have to go and get an unlock code from our site. Next, you will get the Create Database wizard. Select the SQL version you are using, and the instance. When you click "Next" after selecting the database name (which should be the default) it will prompt you that the database already exists. Click "Yes" so WhosOn uses the pre-allocated files that we created earlier. Click "Finish" after WhosOn has finished creating the database. Click "Cancel" when it prompts you to add a site, and close down the server window. Go back to Start > Programs > WhosOn Version 4 > WhosOn Service Manager, and click "Install Services". This should install the services, and you can now click "Start" next to the WhosOn Server service. Go to the "Server Log" tab at the top of the Service Manager, to ensure there are no errors in starting the server. Configuring IIS WhosOn creates virtual directories inside the default website. Usually, the only change necessary inside IIS is to allow ASP.NET v2 in the Web Service Extensions list. Configuring WhosOn You should have the WhosOn service manager open, with no sites displayed. Go to File > Server Options. These are the settings I generally change: 1. General > Email SMTP Server Name or IP Address : [your corporate mailserver] From Address : [address that users will see server messages as coming from. Generally set up a dedicated address for this as it may recieve a lot of Out Of Office auto-replies.] Username : [username if SMTP auth is required; generally not required if we are inside the local network of the mail server.] Pass: [as username] Default Recipients: [this is the e-mail address that recieves messages & warnings from the server if anything goes wrong (such as a database problem). It is also the address that will recieve reports if the Email address is not set on a site.] Send Test Email: [once you have populated the settings as above, you should click this & ensure that you get an e-mail into your mailbox.] 2. Remote Access > Remote Clients Authentication String : [this is the string which is required when connecting to the server; it is a necessary field in the client. Generally, use something not too difficult to pass on via telephone, or re-type]. Default User Name : [the server login - this is used for the web services, and logging in remotely with this account will give access to all monitored sites] Default Password : [the password for the default user name] 3. Remote Access > Web Charts Web Charts URL : [the URL to the webcharts. The default virtual directory for the charts is whosoncharts and this is on the IP that IIS is listening on. So if you bound the sub domain chat.company.com to that IP, the charts URL would be http://chat.company.com/whosoncharts/] 4. Remote Access > Client Setup Email This is the e-mail that is sent to clients when the "Send Setup Email" option is initiated. You can edit this, and use any of the replacements listed. Generally, it is better to change the %EXTERNALIP% to your DNS name for the server. 5. Remote Access > WhosOn Gateway Listen for page tagging web requests on Port : [this is the gateway port that is used to receive page requests, and server the online / offline images; optimum is port 80] SSL Port : [same as above, for SSL] Select Certificate : [ use this to set the SSL cert used by the WhosOn gateway. This should match the External Domain Name below] WhosOn Version 4 User Guide Page 252

External Domain Name or IP Address : [this should be set to the external DNS name that you have registered for the gateway IP. The format gateway.company.com would be usual] 6. Chat Server > Settings Chat URL : [this is again the external URL of the chat interface; this should be likehttp://chat.company.com/chat/chatstart.htm or https://chat.company.com/chat/chatstart.htm https is necessary if you want to state that your chat is secure, however you do need to install the cert for chat.company.com into IIS. After these settings have been saved, you should stop & start the services so that the settings take effect. Firewall With the setup described above, the following ports need to open on the firewall, and forwarded to the WhosOn server. Port Purpose 80 HTTP connection to chat and gateway 443 HTTPS connection to chat and gateway 8011 WhosOn Client Connection Testing Testing the Gateway The first step is to test the gateway. From outside, browse to http://gateway.company.com/index.htm you should see the "Gateway Test Page". If you receive a 404 error, with a message saying it is from IIS at the bottom, either the DNS name is going to the wrong IP, or IIS has not correctly bound to the just the other IP. Retry the steps above regarding forcing IIS to listen only on one IP, and if this has no effect, try rebooting the server after the iisreset command. If you receive a timeout, then either the gateway isn't running, or the firewall is misconfigured. Testing the Client To test WhosOn, you should first create a test site through the service manager. Once you have done this, download the client from http://www.whoson.com/downloads.aspx and install this on a remote machine. Now connect to the WhosOn server using the DNS, Authentication String, and user access as has been setup. Possible errors at this point include "Timeout", or "Unable to Connect" which point to a firewall misconfiguration, or the WhosOn server not running, or "You do not have access to any sites" which means the Login username & password that have been used are incorrect. Once connected, you should be able to see the test site listed in the left hand side, and generate a test page for this. To create the test page, right click the site on the left, and go to properties. Now go to Tracking Code > Create a Test Page. This should generate and send you to a page with the WhosOn embedded code installed. (You may have to allow access for this zone, as by default IE doesn't run javascript when referenced through a local path.) Make sure that you appear in the client, and that the image appears correctly online in the page. If you get a broken image appearing in the page, then this probably means there is an issue with the javascript file. Examine the javascript in a text editor, and look at the swogateway variable. If this is not using the correct IP / port then there is a mistake in the gateway settings, or the gateway was not restarted after the settings were saved. Testing the Chat Click to chat on the page, and make sure you go through to the chat screen. Timeouts here either mean an incorrect chat URL (section 6 of the WhosOn settings above) or that the port is not open on the firewall. If you get a 404, then there is some issue inside IIS - either the ASP.NET Web Services Extension is not enabled, or the virtual directory is missing. Make sure that the chat functions, and you can chat between the browser & the client. Testing the Web Access Click the picture of the bar graph next to the "Reports" button inside the client, and you should be linked through to the webcharts. The URL should be like http://chat.company.com/whosoncharts/ if this is not correct, then the setting in Server Options, Section 3 above is not correct. You should be able to see the WhosOn Version 4 User Guide Page 253

sites, the live stats & the historical reports through this web interface. This is accessible with the above URL from any browser location. WhosOn Version 4 User Guide Page 254