SightMax

NEW! Conversion to .NET 2.0 - SightMax 3.0 was built using the latest in .NET 2.0 technology, along with all plugin assemblies to .NET 2.0 as well!

NEW! SightMax now with Microsoft SQL Express 2005 - SightMax 3.0 was designed for and bundled with the new and improved Microsoft SQL Express 2005!

NEW! Enhanced Localization of Visitor Chat Window and Text - You can now fully customize your Visitor Chat Window and text in your native language! This includes all text and system messages that are viewed by or emailed to your visitors, thus creating a better visitor experience.

Improved! Unanswered Chat Timeout - Don't lose the sale! If a chat goes unanswered after a configured period of time set by you, the visitor will be directed to complete an Offline Message which will be emailed to a specified email address of your choice.

NEW! Realtime Return Visitor History - At a glance Operators can now see how many times a visitor has come to your website.

NEW! Custom Visitor Invite Images and Placement - Customize your Visitor Invite Image to be any size you wish. Like a small window? Medium or large...it's your choice! You can also customize where you would like the display position of your invite to show up on your pages.

NEW! Auto Visitor Invite - This "pro-active" feature allows you to automate/configure a timed chat invite graphic to pop up on a specific page of your website after a designated time. This is great for inviting visitors to chat who linger on a particular page for a while.

NEW! Auto Email Transcript to Queue after Chat Session - Automatically email all chat transcripts to a specific Queue Administrator. This allows for parsing into CRM solutions, ticketing systems etc.

Enhanced! The SightMax Operator GUI now allows your operators to reorganize/customize all of the visitor information columns to best suit their needs by drag and drop. Each Operators customized GUI is saved to Login memory.

NEW! Microsoft Virtual Earth Tab - This great little feature courtesy of Microsoft, allows you to have a true bird's eye view of your website visitors physical location. Just too cool and we had to add it!

NEW! IP Filtering for Specific IP's - This filter stops all reoccurring and unwanted website traffic from specified IP's from being logged into the database or displayed in SightMax. Great for filtering out localized traffic from being reported.

NEW! Designated Purging of Database - Purge old chats and session data automatically with this time based purge feature. This helps to keep resources free, speed search time and keep the size of your database down.

NEW! Cross Queue/Domain Transfer - A great feature! This allows for your operators to transfer chat sessions from one queue to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer.

Improved! Reporting Generation - With new and improved behind the scenes adjustments, generating of reports is even faster and utilizes even less overhead.

a) Using the SightMax IIS Editor
In order for SightMax to work, you MUST create two virtual directories (SightMaxAgentInterface and SightMaxWebServices) under each website that will use SightMax. We have created a program to automate this step. After the installation is complete, a shortcut is placed on your desktop called SightMax IIS Editor as well as in the SightMax Program Group. By default, the file is located in C:\Program Files\SmartMax Software, Inc.\SightMax\AdminConsole\createsightmaxvd.exe.

1. Run the SightMax IIS Editor.

2. Select the website where you want the two virtual directories to be created.

3. By default, the virtual directories will be created in IIS for the following directories:

SightMaxAgentInterface: C:\Inetpub\wwwroot\SightMax\AgentInterface
SightMaxWebServices: C:\Inetpub\wwwroot\SightMax\Webservices

If your files are located in a different directory, you can click the 'Browse' button to select the new path.

4. Click the 'Add' button to create the virtual directories.

Note: You will need to repeat steps 1-4 above for every website that needs to have the virtual directories added.

b) Upgrading from SightMax v1.x or v2.x to v3.x
If you are upgrading from SightMax 1.x, you will need to follow the exact steps in the above section for every website where you have SightMax currently installed.
a) Overview
The SightMax System Administrator (SystemAdmin.exe) is the tool used to carry out all of the following administrative tasks in SightMax:

  • Registration
  • Manage System Administrators
  • Manage Accounts, Sites, Queues and Operators.
  • Manage Operator Memberships
  • Manage Account Wide Canned Responses
  • Generate Site Tags (Monitor Tag/Chat Icon Tag)

a) Logging into the SightMax Administrator for the first time

Administrator Login Information
Administrator Login: sysadmin
Password: newsysadmin
Web Service Url: Simply enter the URL of your website that you installed SightMax under.
(ex. www.MySightMaxServer.com)

Click the 'Login' button to continue.

Remote Administratior Login
System Administrators can now login and administer SightMax from any machine that has the Remote SightMax Administrator installed. By default, it is located in C:\Program Files\SmartMax Software, Inc.\SightMax\AdminConsole\sightmaxadministrator.exe

Note: sightmaxadministrator.exe simply needs to be copied and run on any machine from which you want to remotely login.

b) Creating and Editing System Administrators
A System Administrator has full administrative access to all of SightMax. It is strongly recommended that when you first login to SightMax, you create a new system administrator account. After you have created the new system administrator, you need to close SightMax, log back in as your newly created system administrator and then delete the original one. SightMax will not allow you to delete the last system administrator or an administrator that you are currently logged in with as this would prevent any access for administrative duties. You can however, rename the system administrator that you are currently logged in with.
Creating a System Administrator:
a. To create a system administrator, click 'System' at the top left of the admin and select 'Manage System Admins'.

b. Click the 'Add' button or right click anywhere in the window to get the option to 'Add' a system administrator.

c. Enter a user name, password and then click the 'Add' button to add the new administrator.

Deleting a System Administrator:
a. To delete a system administrator, click 'System' at the top left of the admin and select 'Manage System Admins'.

b. Select a user name and then click the 'Delete' button to delete the administrator. You can also right click on the name and select 'Delete'.

Renaming a System Administrator:
a. To rename a system administrator, click 'System' at the top left of the admin and select 'Manage System Admins'. Right click on the admin you would like to rename and select 'Rename'. Simply enter the new name you would like to use.

Changing a System Administrator:
a. To change a system administrator password, click 'System' at the top left of the admin and select 'Manage System Admins'. Right click on the admin you would like to change the password for and select 'Set Password'.

b. Simply enter the new password you would like to use and click the 'Ok' button to close the dialog and continue.

c) Accounts
Creating an Account:
a. Right click on Accounts and select 'Add Account'.
b. You will need to enter the following account information:

Name: Enter the name of the account you are creating (This is typically a company name).
Named Operator Limit: Enter the number of operators that can be created within this account.
Concurrent Operator Limit: Enter the number of concurrent operators that can be logged in at any given time.
Website Limit: Enter the number of sites that can be created within the account.
URL Page Tag: By default, SightMax will create page tags based on a "relative url", if you are going to be installing and using SightMax on a different server from your webserver url, you might consider adding the absolute url, the SightMax code will be appended to the URL defined below
(ex. http://www.mycompany.com)
Number of days to store data : Enter the number of days you wish to keep retain data. Zero is unlimited, which will store data indefinitely never purging. NOTE: Once data is purged it is deleted permanently from your database.

Deleting an Account:
There are two ways that an account can be deleted.

a. Right click on the account name in the System Items pane and click 'Delete Account'.

b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to delete and select 'Delete Accounts'.

NOTE: You can select multiple accounts to be deleted by highlighting two or more accounts (Press Ctrl and left click on each account). Then right click and select 'Delete Accounts'.

Renaming an Account:
There are two ways that an account can be renamed.

a. Right click on the account name in the System Items pane and click 'Rename Account'.

b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to rename and select 'Rename Account'. Simply enter the new name you would like to use.

Modifying an Account:
There are two ways that an account can be modified.

a. Right click on the account name in the System Items pane and click 'Modify Account'.

b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to modify and select 'Modify Account'.

Database Purging:

a. Right click on the account name in the System Items pane and click 'Modify Account'.

b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to modify and select 'Modify Account'.

c. Now in 'Number of days to store data' enter the number of days you wish to keep retain data. Zero is unlimited, which will store data indefinitely never purging. NOTE: Once data is purged it is deleted permanently from your database.

d) Sites
A site will normally be set up using the customer's actual website name, although this can be any name the customer wants to use. A site runs in the context of an account so a customer may have more than one site per account.
Creating a Site:
a. Under each account that you create, there will be a heading for Operators and Sites. Right click on Sites and select 'Add web site'.

b. You will need to enter the following site information:

Site Name: Enter the name of the website you are adding.
SMTP Server: Enter the SMTP server that the site uses for sending email.
Visitor Ban Time (seconds): Amount of time in seconds that a visitor is banned if an operator chooses to ban a visitor from harrarssing them.
Use SMTP Authentication (Optional): Check this box if your email server requires SMTP authentication.
SMTP Username: Enter your SMTP username.
SMTP Password: Enter your SMTP password.
Verify Password: Re-Enter your SMTP password.

Note: When visitors click the chat button and no operators are available, they will have the option to email the operator/queue that is currently offline.

Deleting a Site:
There are two ways that a site can be deleted.

a. Right click on the site name in the System Items pane and click 'Delete web site'.

b. Click on the Sites heading in the System Items pane to show a list of all the sites in the right pane. Then right click on the site you want to delete and select 'Delete web site'.

NOTE: You can select multiple sites to be deleted by highlighting two or more sites (Press Ctrl and left click on each site). Then right click and select 'Delete web site'.

Modifying a Site:
There are two ways that a site can be modified.

a. Right click on the site name in the System Items pane and click 'Modify web site'.

b. Click on the Sites heading in the System Items pane to show a list of all the sites in the right pane. Then right click on the site you want to modify and select 'Modify web site'.

e) Queues
Queues are created in the context of a site. A site can have multiple queues such as Sales, Support or any others you want to create.
Creating a Queue
There are three ways that a queue can be created.

a. Right click on the site name in the System Items pane and click 'Add queue'.

b. Click on the Sites heading in the System Items pane to show a list of all the sites in the right pane. Then right click on the site you want to add a queue too and select 'Add queue '.

c. If there is already an existing site, you can click on that site under the Sites heading in the System Items pane to show a list of all its queues in the right pane. Simply right click on any queue and select 'Add call queue' to add another queue.

d. You will need to enter the following Queue information:

Queue Name: Enter the name of the queue you are adding (Ex. sales, support, etc.).
Queue email address 'To': Enter the email address where all offline messages for this queue will be sent. You can enter multiple email addresses by separating each address by a semicolon (Ex. sales@mysite.com;michael@mysite.com).
Queue email address 'From': Enter the email address that you want the offline responses to be from.
Operator Concurrent Chat': Enter the number of concurrent chats that the operators assigned to this queue can accept. When operators hit the threshold, they are automatically signed out of the queue; when one of their chats ends, they are signed back into the queue.
Chat Request Timeout : If a chat goes unanswered for the duration set in this field, the email recipient assigned to this queue will receive an email of the missed chat opportunity and the visitor will be routed to the offline chat survey.
Auto Email Transcript to Queue after Chat Session: You may have all chat transcripts emailed to the Queue Email Address after a chat session is completed. To do this, just select 'Email transcript to Queue'.

Customized Chat Buttons

There are four (4) different queue statuses that an operator can set themselves to Online, Away, Back in Five and Out to Lunch.

By default, SightMax will use the images displayed in the 'Add Queue' dialog. If you want to use customized images that you have created, simply click the 'Select New' button and browse to the images you would like to use. You can then click the 'View Full' button to view the image that has been selected. Once you have selected an image for every queue status, click the 'Add' button to close the dialog and continue.

Note: ONLY .gif images can be used for the chat buttons.

Deleting a Queue
There are two ways that a queue can be deleted.

a. Right click on the queue name in the System Items pane and click 'Delete queue'.

b. Click on a site that has been created under the Sites heading in the System Items pane to show a list of all the queues in the right pane. Then right click on the queue you want to delete and select 'Delete queue(s)'.

Note: You can select multiple queues to be deleted by highlighting two or more queues (Press Ctrl and left click on each queue). Then right click and select 'Delete queue(s)'.

Changing a Queue
There are two ways that a queue can be modified.

a. Right click on the queue name in the System Items pane and click 'Modify Queue'.

b. Click on a Site in the System Items pane to show a list of all of it's queues in the right pane. Then right click on the queue you want to modify and select 'Modify call queue '. Simply enter the new name you would like to use.

f) Operators
Operators are created in the context of accounts and are associated with sites and the sites' queues if any.
Creating an Operator:
a. Right click on the Operators heading in the System Items pane and click 'Add operator'.

b. Enter an operator name, password and then click the 'Add' button to close the dialog and continue.

Note: Click 'Is Account Admin' if you would like that operator to be an account admin. Account admins will automatically belong to all sites and their respective queues in that account.

Deleting an Operator:
There are two ways that an operator can be deleted.

a. Right click on the operator name in the System Items pane and click 'Delete operator(s)'.

b. Click on the Operators heading in the System Items pane to show a list of all the operators in the right pane. Then right click on the operator you want to delete and select 'Delete operator(s)'.

Note: You can select multiple operators to be deleted by highlighting two or more operators (Press Ctrl and left click on each operator). Then right click and select 'Delete operator(s)'.

Renaming an Operator:
There are two ways that an operator can be renamed.

a. Right click on an operator name in the System Items pane and click 'Rename Operator'.

b. Click on the Operators heading in the System Items pane to show a list of all of it's operators in the right pane. Then right click on the operator you want to rename and select 'Rename operator'. Simply enter the new name you would like to use.

g) Manage Memberships
In order for an operator to monitor a site, they must be associated with that site.
Adding an Operator and Associating them with a Site and it's Queues:
a. Right click on an operator and click 'Manage memberships'.

b. Associating an Operator with a Site(s): All sites available in an account are listed under the 'Web Sites in account' section. To grant an operator access to a site(s), click the site name and then applicable checkbox(es) shown under the 'WebSite Name column'.

c. Associating an Operator with a Queue(s): All queues available in a site are listed under the 'Queues in site' section. To grant an operator access to a queue(s), click the applicable checkbox(es) shown under the 'Queue Name' column.

Note: Check the 'Account Admin' box if you would like that operator to be an account admin. Account admins will automatically belong to all sites and their respective queues in that account.

d. Finally, click the 'Save' button to close the dialog and continue.

Removing an Operator and Associating them with a Site and it's Queues:
a. Simply uncheck the Site(s) and Queue(s) that an operator is associated with. Click the 'Save' button to close the dialog and continue.
h) Site Tags

IMPORTANT: If the SightMax Server is NOT installed on your webserver, then the tags MUST have absolute paths when you paste them into your webpages.

Examples:

Relative Path:
http://chat.sightmax.com/SightMaxAgentInterface/Monitor.smjs?siteID=1000&queueID=38

Absolute Path:
http://www.sightmax.comhttp://chat.sightmax.com/SightMaxAgentInterface/Monitor.smjs?siteID=1000&queueID=38

Monitor Tag
In order for operators to monitor the activity of their website, a monitor tag (JavaScript code) is generated in the SightMax Administrator and then manually added to all of the pages of their website.

a. Right click on the queue you would like to generate the monitor tag for.

b. A new dialog will open and display the monitor tag. Simply copy and paste the tag into each page of your website directly above the </BODY> tag. The following code is an example of what your monitor tag will look like:

<!-- Monitor tag for site SightMax.com (ID: 1000) on Queue Sales (ID: 38) -->
<script language=javascript src="http://chat.sightmax.com/SightMaxAgentInterface/Monitor.smjs?siteID=1000&queueID=38"></script>

Chat Tag (Chat Buttons)
The chat icon tag is the code that will actually display chat buttons on your webpages. The chat buttons will change indicating the current status of a queue (such as whether or not an operator is available to chat). The chat icon tag is generated in the SightMax Administrator and then manually added to any page where you want the chat button to be displayed.

a. Right click on the queue for which you would like to generate the chat icon tag.

b. A new dialog will open and display the chat icon tag. Simply copy and paste the tag into each page of your website where you want the chat button to appear.

i)SightMax Operator Deployment
As the administrator of SightMax, you will be responsible for making the Operator Client Installation available for download on your website, ftp server or any other means such as a network file share. The operators should then refer to the 'SightMax Operator GUI' documentation, included in the operator installation, for configuration and usage information.

For your convenience, by default, the SightMax Operator Client installation is placed on the desktop where you installed your SightMax server. The file name is SightMaxOperator.exe

a) Registering SightMax
This section is ONLY for registered owners of SightMax that are activating the full version. Demo users have 15 days to evaluate SightMax before it expires. Demo users need to skip to the next section to continue.

The license status, expiration date, number of operators licensed and number of sites licensed is displayed at the top of the SightMax Administrator GUI.

Requesting a License Key File
After purchasing SightMax, you will be sent an Order ID: number by email in order to request a license key file from the SightMax Administrator.

1. To request a license key file, click 'Registration' and select 'Request License Key File'.

2. Enter your Order ID: in the textbox and click the 'Request License' button to continue. An emailed request will be sent to our sales department.

Installing a License Key File
3. Once you have received your SightMax.lic file, you will need to save it to your hard drive. It can be saved anywhere, but we recommend creating a 'SightMax License' folder (or any other folder with the name you choose) for this file. Please keep a backup of this file as it is your license key.

4. Click 'Registration' and select 'Install License Key File'.

5. Explore to the directory where your SightMax.lic file resides and then click the 'Install' button to continue.

6. A dialog will pop up and display the current license you are running as well as the license that you are about to register. If the license information is correct, click the 'Ok' button to continue. Otherwise, contact our sales department for assistance.

7. Click the 'Ok' button to finish activating your license.

a) Customizing "Invite Visitor to Chat' Graphic

Operators can proactively invite visitors to chat. When an operator invites a visitor an invite graphic will appear on the visitor's screen. You can use your own custom invite graphic that you have created or you can use the default image included with SightMax.

Customization of Invite Chat Graphic - If you opt to customize your invite chat graphic it may be any size you wish and is located by default in c:\inetpub\wwwroot\SightMax\AgentInterface. The invite chat graphic is actually two images and has two regions: Accept and Cancel.

The Accept Region must be at the top, and the image MUST be named acceptInvite.gif
The Cancel Region must be at the bottom, and the image MUST be named CancelInvite.gif

Accept Region:

Cancel Region:

cancel

b) Text Localization of Visitor Chat Window

Beginning with SightMax 3.0, you can now localize the visitor experience to any desired language. Simply edit the strings in the files as shown below. These files are located on the server in the Agentinterface and Webservices directory. The files are in XML format.
 
CustomVis.xml (AgentInterface Directory)
<?xml version="1.0" encoding="utf-8" ?>
- <CustomVis>
  <EmailTranscript>Email Transcript</EmailTranscript>
  <OperatorTyping>Operator typing</OperatorTyping>
- <InviteImageLocation>
- <![CDATA[

<div ID=\"SightMaxChatRequest\" style=\"border-top-style: none; border-right-style: none; border-left-style: none; border-bottom-style: none; position: absolute; z-index:9999; top: 0px; left: 0px; visibility: hidden\"><img src=\""+ this.Path + "Images/acceptInvite.gif\" onclick=\"SightMaxAccept()\"/><br /><img src=\""+ this.Path + "Images/CancelInvite.gif\" onclick=\"SightMaxCancel()\"/></div>
 
]]> f(clean);
  </InviteImageLocation>
  </CustomVis>

CustomLang.xml (WebServices Directory)
<?xml version="1.0" encoding="utf-8" ?>
- <CustomLang>
  <BegWelcomeMessage>Welcome to</BegWelcomeMessage>
  <EndWelcomeMessage>will be right with you</EndWelcomeMessage>
  <RequestTransfer>is requesting to transfer to</RequestTransfer>
  <AcceptTransfer>transferred the chat to</AcceptTransfer>
  <RejectTransfer>rejected the transfer request from</RejectTransfer>
  <WithdrewTransfer>withdrew the transfer request for</WithdrewTransfer>
  <Visitor>Visitor</Visitor>
  <EndedChat>has ended the chat.</EndedChat>
  <JoinChat>has joined the chat.</JoinChat>
  <LeftChat>has left the chat.</LeftChat>
  <JoinCoach>has joined the chat as a coach</JoinCoach>
  <NoopEndedChat>The chat has ended.</NoopEndedChat>
  <PushUrl>Sending URL Push to:</PushUrl>
  <VisitorTyping>Visitor typing</VisitorTyping>
  <OperatorTyping>Operator typing</OperatorTyping>
  </CustomLang>

c) Customizing "Visitor Chat Window" Graphic

1. To do this you must first copy the 'AgentInterface' folder that is, by default, located in the C:\Inetpub\wwwroot\SightMax folder to another location on your hard drive (You can copy it to any directory you wish).

2. Once you have copied the folder to its new location, you will need to go into IIS under the website where SightMax is located and right click on the 'SightMaxAgentInterface' virutal folder.

3. Select 'Properties'.

4. You will be on the 'Virtual Directory' tab. You will need to click the 'Browse' button next to 'Local Path:' and browse to the directory where you copied the 'AgentInterface' folder. The website will now be using the chat window, chat invite and other images in the new 'AgentInterface' folder.

5. IMPORTANT! The 'WebServices' folder, by default, located in C:\Inetpub\wwwroot\SightMax does NOT need to be copied, and actually only ONE needs to exist on the server. You can just point all of the 'SightMaxWebServices' virtual directories from the other websites using SightMax to the same physical location where the folder exists.

LIST OF ALL PAGES, FILES AND FOLDERS THAT CAN BE MODIFIED

1. Browse to the AgentInterface folder you want to modify.

2. There are four .aspx files that you CAN edit:

Chat.aspx:
This is the visitor chat window that your users will see and use when chatting with an operator.

ErrorPage.apx:
This is the error page that will be displayed if an error occurs in the SightMax Application.

PreChatSurvey.aspx:
This is the prechat survey page.

WaitingForOperator.aspx:
This is the page that is shown between the time an operator initiates a chat and when the operator accepts a chat.

3. There are two files that you CANNOT edit:

Global.asax and Web.config:
These two files are application system files and should NOT be edited. If they are edited, the SightMax application will be broken.

4. The IMAGES folder is where all of the images for the chat windows are stored.
Note: The invite graphic (FullInvite2Chat.gif) is also stored in this directory.
------------------------------------------------
IMPORTANT! There are certain HTML elements that have specific ID's that must NOT be modified or deleted when customizing one of the chat windows. This code MUST be present for the SightMax Application to function properly. For example, WaitingForOperator.aspx has a table with the following code:

id="table3" => You CANNOT edit or delete this part of the code.

d) Account Wide Canned Responses
Account Administrators can create account wide canned responses. These canned responses will be available for all operators to view and use, but only account administrators can add and edit canned responses created at the account level.

NOTE: Operators can add and edit their own personal canned responses as well as using account wide responses.

Adding an Account Wide Canned Response:
a. Right click on the 'Canned Responses' heading under an account you have setup, then click 'Add Response'.

b. Next, enter your 'Canned Response Name' and 'Canned Response Text' and then click the 'Add' button to continue.

Editing an Account Wide Canned Response:
a. Click on the Canned Responses heading in the System Items pane to show a list of all the canned responses in the right pane. Simply right click on each canned response and select rename response, modify response or delete response.

e) Auto Visitor Invite

Auto Visitor Invite allows you to enter a specified time value into the 'Auto-Invite Time (Seconds)' for your Visitor Chat Invite Window to automatically pop up on any page of your site.

SightMax will first attempt a forced chat whereby the operator is automatically engaged in chat with the visitor. If the forced chat failed (blocked by a popup blocker), SightMax will revert to the standard visitor invite image (which will never get blocked).


This filter stops all reoccurring and unwanted website traffic from being logged into the database or being displayed in SightMax. For example, a supervisor that logs into SightMax to run reports, or a web designer logging into your website make changes. This is not valid traffic and will not be logged, thus providing you with accurate data.
"Zero Cost Technical Support for 60 Days"
We believe quite strongly in providing outstanding technical support after the sale and provide "Zero Cost Technical Support" to our customers for 60 days. You can submit trouble tickets and view knowledge base articles via our website at www.sightmax.com/support, or email support@sightmax.com and a technician will return your email. You may also call our technical support line from 9:00am to 5:00pm CDT at 918.388.5900 option 2.
You can use any of the following methods to purchase SightMax:
Order Online: shop.sightmax.com
E-Mail Us: sales@sightmax.com
U.S.A. Toll Free Sales Line: 888.770.8001
International Sales Line: 918.388.5900