[Fixed in 6.5.03] Initiate Chat with User

 
Author
Message
SysAid Wiz
326
 
hi

When we initiate a chat with the end user what is supposed to happen?

This message was edited 3 times. Last update was at Oct. 26, 2009 09:54 AM

SysAid VP Product
1166
 
Hi Jonathan,

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
SysAid VP Product
1166
 
I will be uploading the full Chat User manual later today - or maybe tomorrow.
It is still a draft which will be finalized in the next few days - but I will share the link with you all.

Oded
SysAid Wiz
326
 
On reflection that answer was obvious
Elite SysAider
162
 
Not sure if this should be a separate topic -

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
SysAid R&D
25
 
The end user can create a chat session with administrator only if one of the administrators is online.
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.







Elite SysAider
104
 
Would be nice to be able to select which one or both. I'd like it to take focus but not do an audio alert, but i still want to be able to listen to my zune
The monkey cometh
SysAider
3
 
will there be a thick client available for chatting?
SysAid VP Product
1166
 
David Baker wrote:will there be a thick client available for chatting?


Hi David,
Can you please elaborate on what you mean....

Thanks

Oded
SysAid Wiz
1768
 
By "thick client", I think he means a separate chat program that can run independently, without the need to have a browser window for chat open all the time.
Elite SysAider
131
 
I have 3 problems with this currently.

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
Ed-
Buffalo NY
Elite SysAider
131
 
Update, My bad with the user not available. The End user must be an asset owner I guess and have an agent installed on a asset that they own. I changed the asset owner to the test user and the chat did initaite. However, the end user still did not receive any notification that a session was started. There is also no session started in the Chat admin console
Ed-
Buffalo NY
SysAid CEO
62
 
Inkaholic wrote:I have 3 problems with this currently.

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


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.
Elite SysAider
131
 
1. Yes, I discovered the need for the User to be listed on the asset shortly after posting this and tried to update the forum as soon as possible, so that is taken care of.

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.
Ed-
Buffalo NY
SysAider
45
 
The majority of my users do not have assets assigned to them, it makes no sense to me that I would have to assign an asset to them so I can chat with them.

Mike