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5.2. Conversation Functions

The operatorís conversation window has several functions of its own, which facilitates their work and expands their possibilities:

The following image shows us a conversation window. The operator enters the texts to be sent in the input window on the lower left-hand side of the screen (Messages) and can see the record of the conversation in the upper box (Conversation). To send a message, all they have to do is write it and press Enter or the Send button.

The Close button ends the conversation, both for the user and the operator.

Answers: a list of frequent answers that are configured by the administrator. The responses may be text or multimedia, which is why there are 4 types: Text, Image, Audio and URL. When pressed, the message will automatically be sent to the user.

Send Image: opens an image in the user conversation.

Send Sound: opens a sound file in the customerís browser.

Send URL: opens a new browser window with the URL chosen by the operator.

Send / Receive File: Allows the operator to send a file to the user. When the operator sends the file, the user will see a small screen with a link to the file.

The operator also has the option to receive a file from the user. When they click on the Receive File button, the user will see a send file window and the process will take place in reverse.

If you are using Netscape Navigator, this send/receive window will not appear within the conversation window, but in a separate window.

History: shows the active user history between user and operator.

Notes: during a conversation with a user, the operator may, at any time, insert and modify notes regarding that conversation. This tool is useful to make good use of information given by the customers and to remember conversation details. Operator may add/modify/remove the General Notes also. General Notes are viewed during conversation with any user.

CoSurfing: this is the joint Browsing tool. It allows the operator to see what the user is doing in the administratorís site. Not only will we be able to see the page in which the user is currently located, but it will also show the mouse movements and the contents of the inputs in the pages visited by the user, as long as they are within HTML FORMS.

Cosurfing permits a certain degree of interactivity since operator could start conversation by Showing floating banner.

When we monitor users using this function, we can see what pages they are browsing, what data they are entering... But as soon as the audited user accesses a page in which the service is not integrated, we will lose track either momentarily or definitively, depending on whether the user returns to our own pages or not. When the user has definitely been lost, the Cosurfing tool will notify you, but it will take a little time to do so.

This is a non-intrusive tool: the data that are sent are those that the user is really viewing, it does not use any page reloading system, and, therefore, there is no danger of data reloading (neither by the user or the operator).

Voice: this function allows you to establish a voice over IP session between the user and the operator. The first time this option is executed, the operator will download a small plugin of some 110 Kb, which will allow them to talk to the users. When the operator presses on the Voice button, the user will download the same plugin and, as long as both have the appropriate multimedia equipment, they will be able to establish a voice conversation.

It is necessary to keep in mind that during the conversation, both users can continue to write in the window.

To show that a voice link has been established, a Voice button on operator and user sides are changed.

Video: this function allows you to establish a p2p video between the user and the operator. The first time this option is executed, the operator will download a small plugin of some 135 Kb, which will allow them to talk to the users. When the operator presses on the Video button, the user will download the same plugin and, as long as both have the appropriate multimedia equipment, they will be able to establish a voice conversation.

It is necessary to keep in mind that during the conversation, both users can continue to write in the window and to listen the Voice.

To show that a video link has been established, a Video button on operator and user sides are changed.

Spell-checking: this function allows you to spell check the inputted by operator text. The first time this option is executed, the operator will download a small plugin of some 35 Kb, which will allow them to spell check his messages.

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