OCC Planned Downtime for Migration

January 19th, 2012
Victor Bilandzic

Dear OnlineChatCenters Chatters::

Over the past week or so, you may have noticed performance issues with OCC. We’ve been growing rapidly and were caught off-guard as a small development team, focusing instead on adding features and launching our new website.

For the outages and impacted performance, we sincerely apologize. Since the issues began last week, our technicians have worked around the clock to get our service stable and migrate everything over to a more highly available, scalable and secured cloud hosting infrastructure.

This evening we’ll be refreshing the current database data and redirecting traffic to the new platform, during hours with the lowest amount of traffic, scheduled from 11 PM PST to 1 AM PST. To minimize any issues during this migration period we will be disabling OCC services as we are moving to complete new locations geographically.

Once the migration is complete, you will have to restart your OCC agents for the change to take effect.

If you find ANY bugs, potential issues or speed problems, please report them to us via chat or contact form.

We’ve done extensive testing to ensure basic and most advanced functionality works but there may be a situation that we overlooked. Your feedback is important to us!

Thanks in advance and we look forward to having our OCC family on the new platform!

Sincerely,

The OnlineChatCenters Team

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Mac Agent v1.11 Released – Invite, Translate Updates & Fixes

December 21st, 2011
Victor Bilandzic

Mac users can and should update their OCC Agents to the latest update, version 1.11

This includes updates to operator to operator invites, visitor chat invites and and update to the translation module which is now active!

With this update, we’ll be officially moving the Mac OCC Agent out of “Beta.”

Download the latest Mac update here: OCC Agent for Mac

Tags: occ agent updates, occ mac agent

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WHS: Best Web Tool Awarded to OCC

December 20th, 2011
Victor Bilandzic

We’re honored to have been chosen as a Best Web Tool for the live support software category by Web Hosting Search.

Tags: awards

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Live Chat Offline Settings: New Feature

December 14th, 2011
Victor Bilandzic

In the OCC administration dashboard, you have the ability to define your offline settings for your website or specific departments.

This feature is available only to Premium users of our live chat. Free users will still only be able to use the “leave a message” option for offline support.

While we plan on releasing more options for when your operators are offline or unavailable, we only have the forward to a URL feature currently available. Future offline options will include forward to phone, go hidden or forward to an instant messaging service.

Find the new settings under Setup > Basic Settings > Offline Settings

Offline Settings Option

Select the department / website you want to change the setting for and plug in a URL on your website to forward the visitor to when they click your offline icon.

Forward Visitor to URL

With this new feature, Premium users can route visitors more effectively on their site such as forwarding requests to the Sales department to a request quote page, Support department to a support login area or help files and leaving General Inquiries to the regular offline leave a message form.

For more feature updates and specials follow us on our new twitter account: @OCC

Tags: offline settings, premium

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New Twitter: @OCC

December 8th, 2011
Victor Bilandzic

@OCC

Our old twitter, @motava will be only for motava specific items now and everything OCC related will be located at the new account!

Tags: occ, twitter

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OCC Windows Updates: Invited Icon, Multi Chats, Ending Chats, Fixes

December 6th, 2011
Victor Bilandzic

Some updates to the OCC Windows Software were officially released today in version 2.0.56.4. Updates to the Mac and Web versions will be released in the next couple weeks.

You can download the latest OCC software for Windows here

Invite Sent Notification

In previous versions, OCC operators had no notification displaying whether a chat invite was sent to a visitor or not. In the Topic column, we added a notification that is global to all operators displaying one of 4 statuses for invites sent:

Auto Invite Sent
Auto Invite Rejected
Manual Invite Sent
Manual Invite Rejected

Manual Invite Sent Notification

Multiple Chats – Hotkey to Switch Chats & Messaging

A much requested feature has been to add a hotkey to switch between chat tabs when in multiple chats. Now when CTRL+T is hit, you will switch between chat tabs. Previously, there was a small bug in disappearing text between chats. Now the message you type in one chat will remain and not disappear when you switch.

Press CTRL+T to switch between chats

Ending Chats: Chat Remains on Screen & Timestamp

Chats now remain on the Operator’s screen after they’ve been ended and even after a visitor has left the website. This is a particularly useful feature that allows operators to review the chat or email the transcript without digging through their live chat history.

Now the End Chat icon changes to Close Chat after the chat has ended. Clicking Close Chat will close the chat window. A timestamp has also been added to the ending chat text.

End Chat

Close Chat

Operators List: Number of Chats Display

The Operators list now displays the number of chats an operator is currently involved in. A simple but useful addition!

Operators List - Number of Chats

Other Minor Updates

Other minor updates worth mentioning include:

Language Translation API Update (now works better and supports new languages)
Emails coming from the software will now come from the department email address
“Came From” in Visitor Information has been changed to “Referring Page”
“Came To” in Visitor Information has been changed to “Landing Page”
Browsing & Processing Chats (Missed, Offline & History) in Agent improved and sped up
Chat Invite pop-up – you’re now able to click away from the chat invite pop-up

You can download the latest OCC software for Windows here

Tags: chat hotkeys, chat invites, multiple chats, occ agent updates, occ features, occ windows software

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Chat History: Rating & Ending Timestamp

November 3rd, 2011
Victor Bilandzic

A couple new simple updates released today to the chat history section of the website and the OCC agents:

Chat Ending Timestamps

At the end of the chat history transcript, you’ll now see a line that displays when the chat was ended and by whom (operator or visitor):

Operator Ends Chat

Visitor Ends Chat

Operator Rating

At the end of chats, you may also notice the rating the visitor gave to the operator in the post-chat rating is now available. Coming soon will be a column to sort by highest/lowest rated chats and an inclusion of this in the CSV export.

Operator Rating Left by Visitor

We hope you find the additional information added to the chat history useful and look forward to even more useful data about your chats and visitors coming soon!

Tags: chat history, chat transcripts, operator rating

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Chat History – Archiving Limit & Page Navigation

June 10th, 2011
Victor Bilandzic

The chat history section of the administration section has been updated with 2 highly requested additions: removal of the archiving limit and page navigation.

Chat Arching Limit Removal

Premium Version accounts no longer have a chat archiving limit of 365 days (the default is 30 days). Chats are now automatically stored forever for our OCC accounts.

Free Accounts still have a 30 day chat archive limit.

Page Navigation

To accommodate for the additional chat history storage, we added page navigation to the Chat History sections.

Page Navigation in OCC Chat History

Upcoming Features

We have many features still in development, beginning with the Chat History and Operator Stats Reports and beyond. Some features being added to these reports:

All reports – filtering for common and custom-defined date ranges

Operator Stats – addition of time in chats, status times and more for each operator.

Stay updated on these developments and more via our Twitter, Facebook and this blog.

Tags: archiving, chat history, occ features, page navigation

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OCC Agent Updates: Chat Tab Names, End Chat Message, Email Chat Transcript

June 1st, 2011
Victor Bilandzic

Today we released an update to all of our OCC Agents which includes the following updates:

Chat Tab Names

Chat tabs now contain the name of the visitor as well as the unique ID of the chat visitor.

Chat Tab - Names

End Chat Messages

The message displayed at the end of a chat are now more descriptive, showing whether it was the visitor or the operator who ended the chat.
Screenshots of the ended chat messages seen below:

Chat ended by Visitor

Chat ended by Operator

Email Chat Transcript from Chat History

You now have the ability to email the entire chat transcript from individual chats found in your chat history. This is available through all the OCC Agents and the Chat History section in the administration section. The screenshot below is from the administration section.

Email Chat Transcript from Chat History

Some other minor edits were also included:

- Columns in the Agents were changed – Current Page was added to display the current page the visitor is browsing.
- Messages displayed for users joining and leaving chat conferences were added.
- Messages displayed for chats being forwarded changed.

Download / Access the latest OCC Agents:

OCC for Windows
OCC for Mac
Web Agent

Tags: chat history, chat tab names, chat transcript, end chat message, mac occ desktop agent, OCC Agent, occ agent updates, occ features

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Department Selection Page Released

May 19th, 2011
Victor Bilandzic

The Department Selection Page feature is officially released in OnlineChatCenters. An embedded video can be found at the end of this post.

Watch Department Selection Page on The OCC YouTube Channel

The new section can be found in your OCC Administration Section under Setup –> Settings –> Design Customization –> Department Selection Page

There are 4 options for your department selection page, 3 pre-set themes and an option to customize your page.

The 3 themes are:

Classic Boxes – This is the style that has been used for the department selection page up to now
Graphic & Text Links - This is a new style that displays the department logo with the department name
Text Links – This is a new style that displays just the department name and online/offline status

Live Chat Department Selection Page - OCC

Department Selection Page Themes

The Graphic & Text Links and the Text Links themes’ department name text can be customized through the font styling options that appear when you click on one of the options:

Font Styling for the Dept. Select Page

Below you’ll find a video explaining and demonstrating the features in more detail: