Adam,
I think I found a work-around by authenticating Support Operators using DirectoryServices in the SupportLogin() method of the Global.asax.
However, I also need to auto-register operators in a particular Active Directory Group (without going through the process in the video). I that Support Operators get added to the CuteSupportOperator table but what else happens behind the scenes in order to register an operator? When I manually add a user to that table, they can open the operator client but as soon as a customer connection comes in, I get the following error:
"Unable to connect to chat server. Click OK to retry, or click "CANCEL to ignore the connection. There is an error in XML document (1, 806)"
Thanks.