ENABLING ASKTHEEXPERT USER GUIDE

Transcription

1 ENABLING ASKTHEEXPERT USER GUIDE CONTENTS What Is Enabling AskTheExpert?... 2 Client Settings... 2 Enabling AskTheExpert Settings Interface... 3 Buttons... 4 Home Page... 5 Background... 5 Home Page Views... 6 Terms page... 7 Survey Page... 8 Advanced Settings... 9 Installtion Launching AskTheExpert Enable UI Suppression Mode Starting AskTheExpert Closing AskTheExpert Disable UI Suppression Mode AskTheExpert - Best Practice... 16

2 WHAT IS ENABLING ASKTHEEXPERT? Enabling AskTheExpert is a Lync/Skype4Business app that allows walk-up customers to communicate with a remote business expert. The customer and expert can collaborate on a two-way video call, share files, start online applications, or use whiteboard. The addition of the app can close business deals, improve relationship stickiness, and improve customer satisfaction. CLIENT SETTINGS For Enabling AskTheExpert to function properly, a few settings in the Lync/ Skype4Business client on the Kiosk machine needs to be set. 1. In the client options, under the General tab, make sure to UNCHECK the Enable tabbed Conversation option. If Lync/ Skype4Business puts every conversation window into a tabbed interface, it can prevent AskTheExpert from properly docking new conversation windows inside its own user interface. 2. For AskTheExpert to be able to determine availability of each call button, remote Lync/ Skype4Business agents (Experts) need to have their Lync/ Skype4Business client set to allow everyone to see my presence, or alternatively they need to add the Lync/S4B account that the Kiosk is using to their contact list. This allows the kiosk to see the availability of the Lync/ Skype4Business agent to use in Enabling/disabling the call button based on availability.

3 ENABLING ASKTHEEXPERT SETTINGS INTERFACE Enabling AskTheExpert Settings Interface allows you to customize the look and feel of AskTheExpert s interface (what the customer sees) as well giving you routing options (what agent group to send your customer to).

4 BUTTONS In the Button tab you can configure how and where the customer is routed when they place the two-way video call. NAME: In this field you will name the button. This would state who the customer will be placing the two-way video call to. This will display as a button on the customers welcome screen. Sip Uri: In this field you will add the Sip contact information. When the customer clicks the button for this field, it will place the two-way video call to this address. Group: This setting determines whether the call button is enabled or disabled based on the aggregate presence of the group s members. Either an active directory distribution group or a custom Lync/S4B contact group can be used to look up this presence: o Distribution Group: To use an active directory Distribution Group, make sure that Distribution Group is checked and then type the name of your Group in the text box. o Lync Contact Group: To use Lync Contact Group select and the name of the group in the text box. Background & Button Color Editor: A customization tool to change the color of the background and button. You can use the small Circle in the editor to customize your color or if you know the color code of the specific color, you can enter that information here. Button Font: Use the drop down menu to choose the font for your buttons. *note: You can add custom fonts to this dropdown menu by adding them first to the font s folder of your computer.

5 HOME PAGE BACKGROUND In the Home Page Tab you can choose to configure your background with a solid color, or select your own custom background image. You can also load in a custom company logo. *Note: For a custom logo, we recommend a 450 X 500 px, as a png file with transparency. The Home View Content Background section allows you to customize the color of the home screen content box and gives you a live preview as your changes occur. You can use the small Circle in the editor to customize your color or if you know the color code of the specific color, you can enter that information here.

6 HOME PAGE VIEWS From the Home Page Views tab you will be able to import your content pages and have quick access to edit your text in those pages as needed by choosing the page in the left column. Creating a Page: To create a page you will simply use a word document program and save the file as a.rtf file. Next, simply click the Import button and locate the file from your computer and click open. Display each view for [ ] seconds: This action allows you to have your pages scroll on the home page for a duration of your given time. ***IMPORTANT: Be sure to click SAVE CHANGES after any changes made in this tab.

7 TERMS PAGE From the Term Page Tab you will be able to import your term and condition page and have quick access to edit your text as needed. Creating a Page: To create a page you will simply use a word document program and save the file as a.rtf file. Next, simply click the Import button and locate the file from your computer and click open. o Editing the Terms Page: You can make simple changed to the terms page within this tab Show Terms Page Before Placing Call: Check this box to display your Terms and Conditions of your company before your customer places the call. Show Background Color Editor: Check this box to bring up the background color editor options, or uncheck to hide. You can use the small Circle in the editor to customize your color or if you know the color code of the specific color, you can enter that information here. Terms Page Timeout Seconds: You can adjust the amount of the time the page will display before it will time out and return to the main welcome screen. This is helpful if someone walk away from the application then it won t be stuck on the terms page. By default this page will timeout after 30 seconds. ***IMPORTANT: Be sure to click SAVE CHANGES after any changes made in this tab.

8 SURVEY PAGE The Survey Page allows you to receive customer feedback on how their experience went using a 3 rd party website. To enable the survey page Check Show Surey after Call option. Safe Host: This setting should be the base url of the site hosting your survey. For example, if your survey is hosted on surveymonkey.com, this setting should be This is used to prevent the user from being able to browse to any other website other than one starting with Survey Url: If you wanted to display a survey after your call with the customer you will place the url of a 3 rd party website in this text box. Ex: User Idle Timeout Minutes: You can adjust the amount of the time the survey page will display before it will time out and return to the main welcome screen. This is helpful if someone walk away from the application then it won t be stuck on the survey page. By default this page will timeout after 1 minute.

9 ADVANCED SETTINGS Video Delay Milliseconds: This setting allows you to control the delay for starting the video of the kiosk user after the call is answered by the remote Lync/ S4B agent. The default of 1500 milliseconds will work in most environments, but if the video modality is not starting properly, try extending this timeout by 500 milliseconds at a time, 2000, 2500, 3000, etc. Sometimes on a slower network this setting needs to be extended for the video to start properly. o Auto Start Video: This checkbox allows you to set if the kiosk user s video should be started automatically after the remote Lync/ S4B agent answers the call. If this is not checked, the kiosk user will have to start their video themselves by clicking start video in the Lync/S4B conversation window. Sharing Delay Milliseconds: Just like the video delay setting, this setting will delay how long to wait before auto-accepting a desktop share request. On slower networks, this setting sometimes needs to be extended because auto-accepting too fast can cause the desktop share to fail to connect. Exit Phrase: This phrase is what you would type to close the Enabling AskTheExpert application. This hidden feature prevents the customer from being able to normally close the program. Click on the background and then simply type your Exit Phrase. Debug Mode: If this checked than error message will display as they occur. Hide Mouse Cursor: For touch screen kiosks you may want this option checked to hide the mouse. Account: In order to launch AskTheExpert you will need to sign in using your Lync/ Skype4Business login created specific for AskTheExpert. Enter your login account name into this field. (name@domain.com) Password: Enter your Lync/ Skype4Business account password into this field. Domain: Enter the Domain associated with your Lync/ Skype4Business account info into this field. (domain.com)

10 INSTALLTION ***Note 30 day Trial Every time you open the Application, it will say one of two things: 1: You will see a prompt with what that day of the trial that you are on day of 30 trial You will have the option to Continue Evaluation, Enter License Key, or Cancel 2: If you have exceeded your 30 day trial, it will prompt you on how many days past the trial period that you have exceeded. At this point, after the 30 day trial, you will only have the option to enter license key or cancel. Once you have entered a valid license key, you will no longer see an evaluation method. Installation Steps 1.) Click on this installation link HERE. 2.) Extract the zip file 3.) Double click and install the SqlLocalDB.MSI file first. Click though the prompts given on the screen. If you need help installing this file click on this link: 4.) Next, install the Enabling AskTheExpert Setup.msi file. Click through the prompts given on the screen.

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13 5.) By default, you should now have a shortcut to both the Main Application and the Setup App on your desktop. If not, continue to the following steps otherwise continue to step 8. 6.) Your applications files are located in the windows C:

14 7.) Right click on the Applications, choose the option to create a shortcut and choose your shortcut destination. 8.) Now, download the two.reg files in order to Enable and Disable your chat client in and out of Ui Suppressed Mode. LAUNCHING ASKTHEEXPERT *** In order to run AskTheExpert, your chat client needs to run in UI Suppressed mode. For more information on UI Suppressed Mode click Here. ENABLE UI SUPPRESSION MODE 1.) Click on the windows key. Search for and open Task Manager. 2.) Look for any tasks that are related to Lync/ Skype4Business. Highlight and click on End Task.

15 *note there may be more than one related task running, 3.) Open and Run the Enable UI Suppression.reg file. Click though the prompts given on the screen. STARTING ASKTHEEXPERT *** Before starting AsktTheExpert, make sure that your Lync/ Skype4Business account login is entered into the Settings App. You can do this by launching the AskTheExpert Settings app and under the Advance tab, fill out the (Account, Password, and Domain) fields.

16 CLOSING ASKTHEEXPERT To close AskTheExpert, simply tap anywhere on the program and with a keyboard, enter the Exit Phrase that you created in the Settings app under the Advance tab. By default this phrase is the word exit. *** To return your Lync/Skype4Business back to normal you will have to take the client out of UI Suppressed Mode. DISABLE UI SUPPRESSION MODE 1.) Click on the windows key. Search for and open Task Manager. 2.) Look for any tasks that are related to Lync/ Skype4Business. Highlight and click on End Task. *note there may be more than one related task running, 3.) Open and Run the Disable UI Suppression.reg file. Click though the prompts given on the screen. ASKTHEEXPERT - BEST PRACTICE In this section of the User Guide you will learn the best practice to handle incoming calls from an AskTheExpert customer. 1.) Presence: In order for the customer to see the call button, your presents will need to be set to Available in the Lync/ Skype4Business Client. All other presences will render the call button to be grayed out. Set your Presence to become available in order to receive calls. 2.) Answering A Call: When your customer clicks the call button on the AskTheExpert Kiosk, it will immediately initiate a call to an individual agent or a response group. When you receive an

17 incoming call, click the Accept notification in the Lync/ Skype4Business client and the call will connect. They may be a small delay while the call connects depending on network speeds. 3.) Start Your Video Feed: When you answer an incoming call from the AskTheExpert customer, their video feed will automatically start displaying inside of your Lync/ Skype4Business conversation window. By default your video will not start automatically. This gives you time to check your hair and make sure that your surroundings are ready for a video call. Now start your video by clicking on the Video icon in the conversation window. Click Start Video and your video feed will now appear as the main view on the AskTheExpert Kiosk. 4.) Sharing Your Desktop: While sharing your video, you may decide you also would like to share your desktop. To do this, simply click on the Desktop icon on the bottom of your conversation window and choose the Present Desktop option. Your video feed to the customer will now display in a miniature window at the bottom right of their screen and your desktop will be the main window in their view. To stop presenting, simply click on the Stop Presenting button at the top of your monitor screen. When you stop presenting, your video feed to the customer will revert back to their main view. *** Note: If you would like to share an application, it is in best practice to share your application within the full desktop view. 5.) Escalation to A Conference Call: At this time Microsoft s Lync/ Skype4Business 2013 API does not allow escalation to a conference call while in UI Suppression Mode. Doing so will trigger a crash of the Lync/ Skype4Business client, and subsequently hang up AskTheExpert as well. This is a well-known bug for UI Suppression Mode. Microsoft is aware of this issue. 6.) Disconnecting the Call: Before disconnecting the call, make sure that your desktop is not in Presenting mode. You can now say your farewells and disconnect the call by clicking the red telephone icon. When your call has ended the video and audio will also disconnect and the AskTheExpert kiosk will return to its default main home page view.