Support forums - Strange problem

Support forums » Products » Cute Live Support » Re: Strange problem

Strange problem

Last post 01-25-2008, 2:03 PM by speech. 13 replies.


	Sort Posts: Previous Next

01-19-2008, 4:06 PM 36428

speech
Joined on 01-20-2008
Posts 33

Strange problem

Reply Quote

I have installed the demo version to test Live Support, no problems during the installation and everything seems to work fine but the chat.

I can enter in the administration an create operators. I have installed the operator software and I can login.

The "Chat now" image changes accordingly to the operator logged or not.

But when a visitor starts a chat, the operator do not get the call, the visitor get the message "Please wait for a live consultant to respond. You are number 1 in the queue. Thank you for waiting.", but nothing happens.

I hope I made myself clear.

01-19-2008, 9:19 PM 36429 in reply to 36428

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Strange problem

Reply Quote

speech,

In the left-bottom of the operator client, you can find the "Request Queue". You have to click the "Accept" so that the customer can join the chat room.

Hope it helps.

Keep me posted

asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
asp wysiwyg html editor: http://cutesoft.net/ASP
asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
Live Support: http://cutesoft.net/live-support/default.aspx

01-20-2008, 5:02 AM 36432 in reply to 36429

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

The problem is that I do not see any "Queue request" all the buttons are gray. Despite the visitor is waiting for the operator to accept the call, in the operator software I see Visitors = 0.

FYI, the operator softare runs on Vista Business. The chat icon on the web site goes "on line" and "off line" accordingly to the operator status.

01-22-2008, 4:58 AM 36450 in reply to 36429

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

Adam, any clue?

I'm sorry but if I cannot make this working I have to give up.

01-22-2008, 5:22 AM 36451 in reply to 36450

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Strange problem

Reply Quote

speech,

Please post a screenshot showing the problems.

01-22-2008, 5:52 AM 36452 in reply to 36451

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

Not clear what screenshot do I have to post...

Here is the problem again:

1) LiveSupport Operator software works fine

2) "Chat now" icon works fine (goes online and off-line accordingly with the operator status)

3) When operator is on line I can click on the "chat now" button, fill in the name and email, and submit. BUT: the operator client despite is logged do not track the visitor nor receive a chat request. After some time the customer gets a no available operator, please leave a message.

I have tried the operato client on different PCs but same problem. I ahave also disabled the firewall (Windows Vista Firewall).

Here you can see the chat now button to test: "www tigal com / livesupport.asp" (I have removed the dot from the link). I will keep the operator client logged.

P.S. I want really to make this working and dismiss a concurrent live support service

01-22-2008, 9:58 PM 36472 in reply to 36452

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Strange problem

Reply Quote

speech,

>>I ahave also disabled the firewall (Windows Vista Firewall).

This is the firewall. HTTP Tunneling to work through firewalls and proxy servers.

>>After some time the customer gets a no available operator, please leave a message.

How did you login the operator client? same URL?

When you initially open the program you will see the screen below:

Web service Url: The Url of your website which contains CuteSoft_client folder.

User name: The operator user name.

Password: The operator password.

Remember password: Check this box, if you want to save this password for next login.
< br>Go toWindows->Start->All Programs->Cute LiveSupport->Config Live Support Operator to set default value of Web service Url:
<add key="CuteChatServiceUrlBase" value="http://yoursite.com"/>

Important note about Web service Url
You must upload your CuteSoft_client folder to this exact location. For example, if the folder is located at http://yoursite.com/livesupport/CuteSoft_Client, then the URL here is http://yoursite.com/livesupport. Incorrect URL can cause exceptions.

01-23-2008, 11:23 AM 36485 in reply to 36472

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

I have disabled the firewaal, I also also opened the port 80, but nothing. I cannot track the customer nor receive chat requests.

The operator clients login correctly and the chat icon on the web site works fine.

I'm on line right now, you can try here: http://www.tigal.com/livesupport.asp

01-23-2008, 11:35 AM 36486 in reply to 36485

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

Forgot to mention: my computer is part of Windows 2003 server domain.

What port is used by the operator client?

01-24-2008, 3:54 AM 36520 in reply to 36486

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

I have tried whatever I can to make LiveSupport working. I have installed without problems, the operator client works, the LiveSupport icon on the web site works, but the client do not track visitors nor is able to repond to the chat requests.

It is one week that I'm dealing with this and I didn't get real support from you. Maybe the product is not mature yet, will see in future.

Sorry but I give up, I will stick with the service I use right now, it is more expensive, but at least it works!

01-24-2008, 5:17 AM 36521 in reply to 36520

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Strange problem

Reply Quote

speech,

>>Maybe the product is not mature yet

It's a mature product and works. This is the installation issue.

Please send the admin username/password of the following site: http://www.tigal.com/livesupport/ to me.

I will find out why it doesn't work for you.

01-24-2008, 2:36 PM 36537 in reply to 36521

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

Adam,

I have sent you the password by email using the "Contact/Send email" button.

I will keep th eoperator client logged.

Thanks for helping, if this works I will buy right away.

01-25-2008, 5:38 AM 36550 in reply to 36537

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Strange problem

Reply Quote

speech,

Our developer has found the problem.

Please download this operator client:

Http://cutesoft.net/download/LiveSupportOperatorClient.zip

Keep me posted

01-25-2008, 2:03 PM 36564 in reply to 36550

speech
Joined on 01-20-2008
Posts 33

Re: Strange problem

Reply Quote

Dear Adam, it works!

Thanks for your support, I will keep testing and then buy it :)