http://www.ilient.com/Sysforums/posts/list/123.page JForum - http://www.jforum.net
When we initiate a chat with the end user what is supposed to happen?]]> http://www.ilient.com/Sysforums/posts/preList/2935/13211.page http://www.ilient.com/Sysforums/posts/preList/2935/13211.page GMT
First make sure your SysAid Agents are upgraded.
If your Chat console is opened and you have an admin online - your end user will get a message and the chat window will open on his side.

You can initiate a chat from the console and from within a service request.

Regards,
Oded]]> http://www.ilient.com/Sysforums/posts/preList/2935/13213.page http://www.ilient.com/Sysforums/posts/preList/2935/13213.page GMT It is still a draft which will be finalized in the next few days - but I will share the link with you all.

Oded]]> http://www.ilient.com/Sysforums/posts/preList/2935/13217.page http://www.ilient.com/Sysforums/posts/preList/2935/13217.page GMT ]]> http://www.ilient.com/Sysforums/posts/preList/2935/13219.page http://www.ilient.com/Sysforums/posts/preList/2935/13219.page GMT
If an End user requests a chat session, are there any popups on the Admin side?
If the answer is in the User Manual then no reply necessary - just the link ]]> http://www.ilient.com/Sysforums/posts/preList/2935/13221.page http://www.ilient.com/Sysforums/posts/preList/2935/13221.page GMT To be online, you must have The chat administrator console open (from main menu press Chat) and check the online checkbox.

When a chat session from end user will start, you will see a new row on the left top table (table with current active chats).
In addition, you can check visual effects checkbox to have sound effect and automatic focus on every incoming call.







]]> http://www.ilient.com/Sysforums/posts/preList/2935/13227.page http://www.ilient.com/Sysforums/posts/preList/2935/13227.page GMT ]]> http://www.ilient.com/Sysforums/posts/preList/2935/13276.page http://www.ilient.com/Sysforums/posts/preList/2935/13276.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/13302.page http://www.ilient.com/Sysforums/posts/preList/2935/13302.page GMT
Hi David,
Can you please elaborate on what you mean....

Thanks

Oded]]> http://www.ilient.com/Sysforums/posts/preList/2935/13444.page http://www.ilient.com/Sysforums/posts/preList/2935/13444.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/13448.page http://www.ilient.com/Sysforums/posts/preList/2935/13448.page GMT
First, some users are not available for the admin to initiate a chat session with. I know the agent is updated on the asset and the user is online. The user can initiate a chat with an admin but when the admin attempts to initiate a chat with the end user I get a message, User Not available. I know the user IS available because it is myself setup as a test user on a second workstation.

Secondly, when I, as an admin, initiate a chat with a user that is available, the end user does not receive a notification. Again, that end user can start a chat session but does not receive notification if I start it.

Third, if an end user closes their window without hitting the "Close" button, for example X's out of the window, the session stays open and will not close until the system ends the session. There is no way for the admin to end the session. Either allowing an admin to close a session would be helpful. Or perhaps changing the wording on the "Close" button, to "End Session" would be less confusing.

I have tested this with PC and Mac, Explorer, Safari and FireFox with the same results]]> http://www.ilient.com/Sysforums/posts/preList/2935/13519.page http://www.ilient.com/Sysforums/posts/preList/2935/13519.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/13521.page http://www.ilient.com/Sysforums/posts/preList/2935/13521.page GMT
First, some users are not available for the admin to initiate a chat session with. I know the agent is updated on the asset and the user is online. The user can initiate a chat with an admin but when the admin attempts to initiate a chat with the end user I get a message, User Not available. I know the user IS available because it is myself setup as a test user on a second workstation.

Secondly, when I, as an admin, initiate a chat with a user that is available, the end user does not receive a notification. Again, that end user can start a chat session but does not receive notification if I start it.

Third, if an end user closes their window without hitting the "Close" button, for example X's out of the window, the session stays open and will not close until the system ends the session. There is no way for the admin to end the session. Either allowing an admin to close a session would be helpful. Or perhaps changing the wording on the "Close" button, to "End Session" would be less confusing.

I have tested this with PC and Mac, Explorer, Safari and FireFox with the same results[/quote]

Inkaholic ,

1. SysAid check if users can be available for chat by locating the user name in the "Users" list in at least one asset. Please check that your user in listed in the "Users" field in your asset.

2. This can happens if the end user is logged on to asset with old version. Please make sure you upgrade the asset.

3. The window close is a bug that will fixed in beta 2 (5.6.03) that should be sent next week. This will also fix the problems with Safari and Chrome for end users. It will also improve the initiate chat with end user ability from within a service request. In beta 2 you will not have to open the chat window to initiate the chat and also the chat session will be automatically assigned to the administrator and will be assigned to the SR. ]]> http://www.ilient.com/Sysforums/posts/preList/2935/13522.page http://www.ilient.com/Sysforums/posts/preList/2935/13522.page GMT
2. Regarding the end user not being notified, this is still happening. The agent was updated, but I re-deployed the agent just to be safe. the end user still receives no notification that an admin has started a chat.

3. cool, thanks.]]> http://www.ilient.com/Sysforums/posts/preList/2935/13523.page http://www.ilient.com/Sysforums/posts/preList/2935/13523.page GMT
Mike
]]> http://www.ilient.com/Sysforums/posts/preList/2935/13525.page http://www.ilient.com/Sysforums/posts/preList/2935/13525.page GMT
Mike
[/quote]
My users are customers off site, we are a software company, they will not allow the Agent to be installed on their computers for obvious security reasons, I'm a little disappointed that this chat function is tied to assets and agents at all, as my team will not be able to use it.

John]]> http://www.ilient.com/Sysforums/posts/preList/2935/13536.page http://www.ilient.com/Sysforums/posts/preList/2935/13536.page GMT
1. Customer initiate the chat with the support. In that mode you do not need to install anything in the asset. This is 100% web based both for the end user and administrator. End users just need to click on the chat button in the end user portal or in any web site. You can take html code and put it in any website and you will have direct chat button to your help desk. You can see example in our website at [url]http://www.ilient.com[/url]

2. Support initiate chat with an end user. This mode require that the end user will be logged-in to a computer that have SysAid agent. If SysAid install in "standard" IT environment then probably all assets have SysAid agent installed. So this will give you very powerful tool to ask your end users question directly or directly start chat to resolve a service request.

So what are the differences between SysAid chat module to other live chat software ? (search google for "live chat" )

1. Other live chat software only have mode 1 (customer initiate chat with support) only SysAid have mode 2: option to initiate chat with end user.

2. With SysAid the chat session is integrated with the helpdesk. You can create SR directly from a chat session or can select existing SR and associate the chat session with that SR. When you open SR you can see in one screen all the communication with end user including the chat session. When a customer open a chat with you you can see immediately all the open and closed tickets of that customer.


]]> http://www.ilient.com/Sysforums/posts/preList/2935/13538.page http://www.ilient.com/Sysforums/posts/preList/2935/13538.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/13539.page http://www.ilient.com/Sysforums/posts/preList/2935/13539.page GMT
I initiated a chat. The end user did not get a notification.

I also noticed the account id in the URL is Hanan and not the account ID of the company. This is on the end user workstation chat window when they initiate a chat.

The end user window opens but does not display anything.]]> http://www.ilient.com/Sysforums/posts/preList/2935/13550.page http://www.ilient.com/Sysforums/posts/preList/2935/13550.page GMT
Please send us a request with your issue to beta@sysaid.com so we can further investigate the issue you are having and provide you with a solution.

Thanks.
Haim]]> http://www.ilient.com/Sysforums/posts/preList/2935/13559.page http://www.ilient.com/Sysforums/posts/preList/2935/13559.page GMT
Mike [/quote]

I agree. We use a different system to track our assets. Having the chat piece download to the user, whether or not they have an asset in SysAid, would be ideal.

Out of curiosity, what was the thought behind that?]]> http://www.ilient.com/Sysforums/posts/preList/2935/13591.page http://www.ilient.com/Sysforums/posts/preList/2935/13591.page GMT
Mike [/quote]

I agree. We use a different system to track our assets. Having the chat piece download to the user, whether or not they have an asset in SysAid, would be ideal.

Out of curiosity, what was the thought behind that?[/quote]

The post just below that informs us that the agent need to be on the machine for you, the support tech, to initiate the chat with the end user, which makes sense. You have to have something there to listen for the chat request. They, however, can chat with you with no agent installed.

[quote=Israel Lifshitz]1. Customer initiate the chat with the support. In that mode you do not need to install anything in the asset. This is 100% web based both for the end user and administrator. End users just need to click on the chat button in the end user portal or in any web site. You can take html code and put it in any website and you will have direct chat button to your help desk. You can see example in our website at http://www.ilient.com [/quote]
]]> http://www.ilient.com/Sysforums/posts/preList/2935/13593.page http://www.ilient.com/Sysforums/posts/preList/2935/13593.page GMT
Firstly i love this feature been using it for the last two days dead handy when im on the phone i can chat to the users etc and they seem to like it.

However the big downsides for us are as follows

1. My desktop and start bar is always packed with open items so it is easy to miss the alert. Perhaps there could be a way to bring the window to the front or do something to draw your attention to the message.

2. Pretty much the same the Audio alert only rings once maybe a continuous ring and then a re ring every 1 minute you have not chated to some one. I should add to this my winamp plays all day long so it is easy to miss the beep but if you could have a longer ring you would not miss

3. I would like to see an option of once you as an admin sign in to sysaid your chat window is opened for you automatically.

4. Lastly can we personallise the message to the end user, instead of a support rep would like to talk to you "Jonathan would like to talk to you"

Keep up the good work a great new feature from a great software company]]> http://www.ilient.com/Sysforums/posts/preList/2935/13595.page http://www.ilient.com/Sysforums/posts/preList/2935/13595.page GMT
I am sure the development team will take them into consideration.]]> http://www.ilient.com/Sysforums/posts/preList/2935/13599.page http://www.ilient.com/Sysforums/posts/preList/2935/13599.page GMT
i have created a que for each one of us and i have personalized the message to Jonathan woudl like to chat to you etc etc is that correct?]]> http://www.ilient.com/Sysforums/posts/preList/2935/13610.page http://www.ilient.com/Sysforums/posts/preList/2935/13610.page GMT
Firstly i love this feature been using it for the last two days dead handy when im on the phone i can chat to the users etc and they seem to like it.

However the big downsides for us are as follows

1. My desktop and start bar is always packed with open items so it is easy to miss the alert. Perhaps there could be a way to bring the window to the front or do something to draw your attention to the message.

2. Pretty much the same the Audio alert only rings once maybe a continuous ring and then a re ring every 1 minute you have not chated to some one. I should add to this my winamp plays all day long so it is easy to miss the beep but if you could have a longer ring you would not miss

3. I would like to see an option of once you as an admin sign in to sysaid your chat window is opened for you automatically.

4. Lastly can we personallise the message to the end user, instead of a support rep would like to talk to you "Jonathan would like to talk to you"

Keep up the good work a great new feature from a great software company[/quote]

Jonathan,

Thank you for your feedback on the chat modules.

Actually SysAid try to bring the window to the front on new chat session. Its working fine in IE but Firefox just not bring the window to the focus. We are working to find solution to that. Mean while we suggest that you use IE for the chat.

Regarding the audio notification I think that longer ring will be annoyance to many users. Maybe we need to add a configuration for that.

Regarding 3 (open chat automatically). I think this is a good suggestion.

Thanks again for your feedback - I think that the key to success in that module is the usability. So please SysAiders write your feedback about using this module and suggest how it can work better.

Israel.

]]> http://www.ilient.com/Sysforums/posts/preList/2935/13667.page http://www.ilient.com/Sysforums/posts/preList/2935/13667.page GMT
About bringing the window to the front.

Can you imagine admin doing something and every 10 seconds a window is jumping to the front? Nasty ...
We have about 50 "always" active users + xxx "sometimes active. I can't see myself jumping from window to window in the morning
when they can't login, can't open, can't close etc ... you know - users in the morning

The idea of drawing attention is a "must" but it would be better to do like google notifier or something like that. That can be a very good addition.

]]> http://www.ilient.com/Sysforums/posts/preList/2935/13724.page http://www.ilient.com/Sysforums/posts/preList/2935/13724.page GMT
The issue with the user gets no notification is happening in xp and win7

Lev]]> http://www.ilient.com/Sysforums/posts/preList/2935/13725.page http://www.ilient.com/Sysforums/posts/preList/2935/13725.page GMT
You need to assign the user to an asset so that the system knows which machine to send the chat invitation to. Does that answer your question?

M]]> http://www.ilient.com/Sysforums/posts/preList/2935/13750.page http://www.ilient.com/Sysforums/posts/preList/2935/13750.page GMT This xp is not in the domain with FW disabled, the server is in the domain. Same network.
The user doesn't get a notification.

I will try on another machines.


addition:

On win7 no notification]]> http://www.ilient.com/Sysforums/posts/preList/2935/13767.page http://www.ilient.com/Sysforums/posts/preList/2935/13767.page GMT
I have upgraded the agents. The end users are assigned to an asset. I have tried to initiate the chat from various operating systems to XP workstations.

Nothing happens on the end user side.

The chat works if I ask the user to click on the "chat with rep" graphic.

Am I missing something??]]> http://www.ilient.com/Sysforums/posts/preList/2935/13789.page http://www.ilient.com/Sysforums/posts/preList/2935/13789.page GMT
I get this message when I try to initiate a chat from within the SR.

The user is associated with a SysAid agent. I can initiate a chat from the chat window for the same user.

The user does not get the chat request as mentioned in my previous post, but I can send it.]]> http://www.ilient.com/Sysforums/posts/preList/2935/13869.page http://www.ilient.com/Sysforums/posts/preList/2935/13869.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/13920.page http://www.ilient.com/Sysforums/posts/preList/2935/13920.page GMT
I don't think you will be able to initiate.]]> http://www.ilient.com/Sysforums/posts/preList/2935/13946.page http://www.ilient.com/Sysforums/posts/preList/2935/13946.page GMT
Mike,

Initiate chat with terminal session user is not available. I think this is good suggestion for next version. Ofcourse end users can initiate chat with support in a terminal services.]]> http://www.ilient.com/Sysforums/posts/preList/2935/13964.page http://www.ilient.com/Sysforums/posts/preList/2935/13964.page GMT
I have upgraded the agents. The end users are assigned to an asset. I have tried to initiate the chat from various operating systems to XP workstations.

Nothing happens on the end user side.

The chat works if I ask the user to click on the "chat with rep" graphic.

Am I missing something??[/quote]

I am having the same problem. Chat works if the end user initiates, but not if the admin initiates the chat session. We have upgraded to 6.5.03 and the user is associated with an asset. The admin gets a message stating the user is notified, however the end user never gets a window. I have pop-ups allowed for this site, but no luck.]]> http://www.ilient.com/Sysforums/posts/preList/2935/13993.page http://www.ilient.com/Sysforums/posts/preList/2935/13993.page GMT
Did you made sure that the assets have the latest version of the agent (6.5.03)?

Regards.
Haim]]> http://www.ilient.com/Sysforums/posts/preList/2935/14023.page http://www.ilient.com/Sysforums/posts/preList/2935/14023.page GMT
It still does not notify the user of the chat session..]]> http://www.ilient.com/Sysforums/posts/preList/2935/14030.page http://www.ilient.com/Sysforums/posts/preList/2935/14030.page GMT
Did you made sure that the assets have the latest version of the agent (6.5.03)?

Regards.
Haim[/quote]
Yes, all agents are on 6.5.03]]> http://www.ilient.com/Sysforums/posts/preList/2935/14037.page http://www.ilient.com/Sysforums/posts/preList/2935/14037.page GMT
I am now running 6.5.04. I have updated the agents, ensured that the user is associated with a asset.

I sent the chat request - THE USER GETS IT!!!!!!!!!!!!!!

The end user chat console opens after they have accepted the chat session.

The chat console defaults to IE and just displays the SysAid logo in the top left. Nothing else.

What do I look for now??]]> http://www.ilient.com/Sysforums/posts/preList/2935/14056.page http://www.ilient.com/Sysforums/posts/preList/2935/14056.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/14060.page http://www.ilient.com/Sysforums/posts/preList/2935/14060.page GMT
Can you share your solution with us?

Thanks.
Haim]]> http://www.ilient.com/Sysforums/posts/preList/2935/14064.page http://www.ilient.com/Sysforums/posts/preList/2935/14064.page GMT
I simply went through all the steps to make sure the user is associated with an asset, the agent on the workstation is updated and the chat is available.

I sent a chat request, logged onto the server, to a user on a Vista workstation. It worked.

I have not tested it fully with XP workstations, but will do it in the morning.

Most of Australia came to a stop toady with the Melbourne Cup. It is a big event and we even have a public holiday in Victoria for it.

I will test more extensively and post my findings.]]> http://www.ilient.com/Sysforums/posts/preList/2935/14065.page http://www.ilient.com/Sysforums/posts/preList/2935/14065.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/14111.page http://www.ilient.com/Sysforums/posts/preList/2935/14111.page GMT http://www.ilient.com/Sysforums/posts/preList/2935/16271.page http://www.ilient.com/Sysforums/posts/preList/2935/16271.page GMT
Just wanting to say thank you for this software. Seems to handle all that we require. I'm just in the throws of configuring it all as a trial etc, so I'm in testing mode.

I seem to have a similar problem to most of the peoples here.

IE: End User is assigned to an asset, asset has agent 6.5.05 installed, user can initiate a chat with Admin OK>

Admin can send chat request to use that is logged in, user does not get notification.

Asset has windows 7 on it. Any ideas.

Thanks Again.
Leonard
]]> http://www.ilient.com/Sysforums/posts/preList/2935/17223.page http://www.ilient.com/Sysforums/posts/preList/2935/17223.page GMT
Welcome to SysAid community
Does this happens only with Windows 7 machines? did you try to use XP?
I saw that you sent us a request regarding this issue. Do you want to continue this there and we will post the solution once we finish? ]]> http://www.ilient.com/Sysforums/posts/preList/2935/17423.page http://www.ilient.com/Sysforums/posts/preList/2935/17423.page GMT ]]> http://www.ilient.com/Sysforums/posts/preList/2935/25698.page http://www.ilient.com/Sysforums/posts/preList/2935/25698.page GMT
Please make sure that the owner of the asset is the request user in the SR if so and you still get an issue with this please contact helpdesk@sysaid.com with step by step description how you are trying to initiate the chat. Also please recreate the issue and send us the updated logs folders and files:
...\SysAidServer\root\WEB-INF\logs folder (zipped)
...\SysAidServer\root\WEB-INF\conf\serverConf.xml
...\SysAidServer\tomcat\logs
...\SysAidServer\logs\wrapper.log


We are looking forward to hearing from you.


Thanks Inna
]]> http://www.ilient.com/Sysforums/posts/preList/2935/25717.page http://www.ilient.com/Sysforums/posts/preList/2935/25717.page GMT