Section: IV.D

To configure the look & feel as well as behavior of your CallSite call Buttons and the subsequent window that pops up after the visitor to your web site clicks on a CallSite call button, you have to modify the applet parameters that go into your Web pages as HTML code.

Here are described all these parameters with sample values.

1- Miscellaneous parameters

The following parameters are used to set the behavior of CallSite call button's inside Web pages:

name="autoPage" value="true"
If the value is true : the button Applet will check the Agent status (Online/Offline) every minute.
If the value is false : the user will have to reload the page where the button is to see if the Agent status has changed.

name="webmaster" value="webmaster@netdive.com"
Agent webmaster's email.

name="callButtonImage" value="/callsite/appletPict/callButton.gif"
Relative path to the picture displayed on the button (web site directory is considered as root directory).

name="buttonLabel" value="Click to call"
Text that is displayed on the Button if there is no picture.

name="autoCloseChatWindow" value="true"
Automatically close the caller CallSite chat/communication window when the Agent closes his communication window. The default value is 'false'.

name="exitChatURL" value="http://www.netdive.com"
A new browser window is open with this URL when the caller chat window is closed. This parameter is optional.
You can use it to display an exit poll to the caller, a departing sale message, etc.

name="exitChatURLTarget" value="_blank"
The html frame target of the "exitChatURL" parameter. The default value is "_blank" (new browser window). It can also be "_self" to replace the applet html page.

2- Button parameters in case of simple call

To configure a Button Applet to call a specific Agent directly, use the following parameters :

name="fullName" value="John Doe"
Agent's full name

name="agent" value="john"
Agent's user Login name.
Warning : username is case sensitive. This name must exactly match the name of the Agent that was created by the Admin or was later set by the Agent himself and MUST be in lowercase

name="infoText" value="NetDIVE Inc.\nhttp://www.netdive.com/\nLeading in Internet based live customer service (eCRM), communication, messaging and community building.">

This is the text that will be displayed to the customer on the top of the Pop Up window which the customer has to complete in order to call your Agents.

name="infoImage" value="images/vz.jpg"

The location of the photo of the Agent which is displayed in the same Pop Up winndow.

name="userName" value="sample_nickname"

With this parameter you can explicitely specify the caller username. It should be used in case of dynamically generated page (JSP, Servlet, CGI...). This is an optional parameter.

name="password" value="secret"

With this parameter you can explicitely specify the caller password, if necessary. It should be used in case of dynamically generated page (JSP, Servlet, CGI...). This is an optional parameter.

3- Button parameters in case of Call Routing (Patent Pending)

You can configure a CallSite Button to call a group of Agents instead of a single Agent. In this case, customers' calls are automatically routed to the next available Agent. While the CallSite system is looking for an available Agent, some images (ad banners) can be displayed to the customer.

Use the following parameters to configure the Button Applet to call a group of Agents :

name="group" value="netdive"
This is the server side group name (see the Call Routing section of the server guide for details of Call Routing feature).

name="groupName" value="NetDIVE team"
This is the group name that is displayed to the customer.

name="groupMail" value="support@netdive.com"
This is the group email address. So in case no one from the group is available to accept a call, then messages left by the customer are delivered to this email box.

name="waitImgSize" value="478x70"
Size of the images.

name="waitImg1" value="appletPict/ads/ad1.gif|3"
name="waitImg2" value="appletPict/ads/ad2.gif|3"
name="waitImg3" value="appletPict/ads/ad3.gif|4"
name="waitImg4" value="appletPict/ads/ad4.gif|4"

Image names, location and displaying duration in seconds.
You can specify as many images as you want in this Ad being displayed to the customer while they are waiting for an available by Agent by simply adding a new image to the above list and just raising the last digit of the image name one each time, such as "ad5.gif".

4- Customize the client Applets interface

To customize the look & feel of the buttons in the window that Pops Up when customer clicks on your CallSite call buttons, in which window you can ask customer such questions as their name, their company name, reason for their call, etc., you can use the following parameters :

name="background" value="192:192:192"
Color of the Button and Communication Applets background color in RGB values (0 to 255).

name="buttonBorderStyle" value="BIG_RELIEF"
Style of the Communication Applet buttons display. You can choose between : BIG_RELIEF, MACOS, RELIEF, BIG_BEVEL, ROUNDED, BEVEL, WIN311, NO_BORDER.

BIG_RELIEF		MACOS
RELIEF		BIG_BEVEL
ROUNDED		BEVEL
WIN311		NO_BORDER

name="chatWelcomeMsg" value="Welcome to NetDIVE !!!\nwww.netdive.com"
Title displayed when the user enters the Communication Applet.
Use \n to start a new line.

name="chatHelpMsg" value="This message can be personalized.\nIt can have several lines."
Message displayed when the user enters the Communication Applet.
Use \n to start a new line.

name="chatButtonColor" value="90:190:180"
Communication Applet buttons colors.

name="chatBgColor" value="90:190:180"
Color of the chat area (where the messages are displayed) background. This color should be light since messages color is black.

5- Parameters to customize the information form :

To customize the questions that are asked from the customer in the window that Pops Up when customer clicks on your CallSite call buttons, you can use the following parameters :

name="withForm" value="true"
If this value is True, the Customer will have to fill the information requested in the Pop Up window before their call is connected to the Agent (or group of Agents via Call Routing).
If this value is False, the Customer call will instantly be connected to the Agent (or group of Agents) without having to fill the questions in the Pop Up window.

name="photo" value="/callsite5/appletPict/photo.gif"
Path to the Agent's picture (server directory is considered as root directory).

name="resume" value="Sales Manager"
A short description of the Agent or the group.
Use \n to start a new line.

name="formComment" value="Please enter the following information :"
Text to display at the form top.

name="form1" value="TextField|name|Your name :"
First form element.

name="form2" value="TextField|email|Your email :"
Second form element.

name="form3" value="TextField|company|Your company :"
Third form element.

NOTE: You can specify as many form elements as you want (just increment them from 1 to n).

Each form value has to be specified as following :
ElementType|Label displayed on paging window|Label displayed to users|mandatory or not (true/false).

The possible form elements are :

• TextField
• TextArea
• CheckBox
• Choice
• Text (displays text only)
• Separator (it doesn't need any labels)

An example :

<PARAM NAME="FORM1" VALUE="TextField|name|Your name :">
<PARAM NAME="FORM2" VALUE="TextField|email|Your email :">
<PARAM NAME="FORM3" VALUE="TextField|company|Your company :">
<PARAM NAME="FORM4" VALUE="Separator">
<PARAM NAME="FORM5" VALUE="Checkbox|SalesInfo|Click here if you need sales info">
<PARAM NAME="FORM6" VALUE="TextArea|comments|Comments :">
<PARAM NAME="FORM7" VALUE="Text|Test line 1\nLine 2.">
<PARAM NAME="FORM8" VALUE="Choice|select test|Testing:|Select one value~Test 1~Test 2~Test 3|true">


name="info1" value="Info label|information text"
First info element.
The info elements will be submitted to the agent with the form elements. It should be used in case of dynamically generated page (JSP, Servlet, CGI...).