Instant Talk System Administration
FootPrints Instant
Talk™ enables a customer to chat online one-on-one to an agent in a real-time
setting. Internal users can also chat to other internal users.
No special client software is required; users only need their web browser.
To use Instant Talk, simply click the link for Instant
Talk on the FootPrints Toolbar under "Communication".
On the Administration
| System | Features | Instant Talk setup screen, the following
options can be set:
- Enable/Disable
Talk—Use
this option to disable Instant Talk system-wide.
- Refresh
Times—Specify
the length of time between refreshes, in seconds. Specify
a shorter refresh time to increase the response speed of Talk. Specify
a larger time to reduce the processing load on your web server.
- Active
Talk—This
is the refresh time for the Talk window during an ongoing Talk. This should
be a small value. We recommend setting it between 3 and 10 seconds.
- Talk
Check—When
a user is logged into FootPrints, the Homepage periodically checks
to see if another user has opened a Talk with them. This value should
be much higher than the active Talk time. We
recommend setting it to 30 to 90 seconds.
- Exclude
Users—Restrict
customers from opening a Talk session with certain Agent and administrative
users on a system-wide basis. Users can also be excluded individually
on the My
Preferences page.
- Restrict
by Project—If
this option is enabled, customers can only start a Talk session with Agents
and administrators who are members of the customer’s current project.
Full instructions on the Instant Talk feature can be
found in the chapter on Real-Time Resolution
Tools.