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Technology
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Operator application
The operator's application an independent software, installed on operator's PC. It can be installed at many stations using the same company server. They're all connected with each other, therefore they're able to communicate and observe the activity on the website.
To install the operator's application on a particular PC, administrator's rights are required.
 | Technology: Visual C++ |
| | Requirements: |
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| a) | system: |
| - Windows 2000,XP |
| b) | hardware: |
| - pentium 3, 1Ghz processor |
| - RAM 128 Mb, |
| - 100 Mb HDD, |
| c) | Internet connection: |
| - LAN, DSL, Cable, 128 Kbs minimum |
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Web application functionality
The customer's communicator is an application that does not require any extra software installations. This functionality enables usage of the communicator by customers who don't have the administrator's rights.
| | Technology: Macromedia Flash 8 |
| | Requirements: |
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| a) | internet browser: |
| - Internet Explorer, |
| - Mozilla, |
| - Firefox, |
| b) | Macromedia Flash Player plugin |
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Buttons and monitoring code
The button is located on the website and used to call the operator. The button presents whether the operator is online or offline. The button's graphic can be personalized.
| | Technology: JavaScript |
The monitoring code sends details about the customers on the website, using the HTTP or HTTPS protocol.
The frequency is set by the administrator. The code is placed on the website`s code before the closing of the marker,
and is invisible to the customers.
| | Technology: JavaScript |
Corporate version
The corporate version is an independent installation of the whole system in a company. As a result, the server, database and administrative panel software is installed on the dedicated server.
Other system components requirements (the operator`s application, the customer`s communicator, the button and monitoring codes) are the same as in the ASP version.
Server
The server`s software is responsible for the communication between the operators, and for the collection of data about the customers on the website.
| | Technology: C++ |
| | Requirements: |
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| a) | system: |
| - pentium 3, 1Ghz processor |
| - RAM 512MB, |
| - 100MB HDD, |
| b) | internet connection |
| An average connection needed for 400 customers and 25 operators in LIVECHAT is a 64 KB/s connection. 48KB/s for the customers, and 16KB/s for the operators. |
| c) | the environment |
| - The Perl interpreter (5.6 or higher), |
| - WWW Apache 2.0 server, |
| - MySQL 4.x database, |
| - Mail Transfer Agent Sendmail (8.12.x or higher). |
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Database
The server can use any SQL type database (MySQL, PostgreSQL, Oracle).
The data stored on it can be used with integration with other systems, like, for instance, CRM.
Administration panel functionality
The whole Contact Center system is managed by the fully privileged administrator, who is able to manage it through any website browser supported by SSL protocol.
Panel also allows adding new operators, managing their rights, and establishing priorities of customer's inquiries distribution.
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