RMG KFC AGENT APPLICATION SET-UP STEPS. Table of Contents

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1 Table of Contents SOFTWARE INSTALLATION, SET-UP AND CONFIGURATION... 2 STEP 1: Accessing the LiveXchange FTP Server... 2 STEP 2: Installing Microsoft.NET Framework 2.0 (if required)... 3 STEP 3: Downloading and Installing the KFC ChatXchange... 3 STEP 4: Changing icon picture if required (Windows XP Computers Only)... 4 STEP 5: Installing Java 5 Update 5 for CCA Platform 7.1 (if required)... 5 STEP 6: Disabling Java Updates... 5 STEP 7: Internet Explorer Settings and Configuration... 5 STEP 8: Installing Google Chrome (if required)... 6 CONFIRMING APPLICATION FUNCTIONALITY... 7 STEP 1: Launching and Logging in to ChatXchange... 7 STEP 2: Accessing Tillster - the KFC Data Application... 9 STEP 3: Launching & Logging into the CCA Interaction Manager May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 1

PREFACE This full walk-through guide has been created to assist you in setting up your applications to work for KFC in the event that you purchase a new computer or format your existing one.

2 PREFACE This full walk-through guide has been created to assist you in setting up your applications to work for KFC in the event that you purchase a new computer or format your existing one. Carefully read though this documentation and attempt to perform this setup yourself before calling into Tech Support. SOFTWARE INSTALLATION, SET-UP AND CONFIGURATION STEP 1: Accessing the LiveXchange FTP Server NOTE: All of the applications you will require are located on the LiveXchange FTP Server. 1) Click or type in the following URL into your Web Browser: ftp://depot.livexchange.com and press [Enter]. 2) When prompted, type in the credentials above and then click to access the folder (shown below) containing all of the items required to complete the set-up steps below. PLEASE NOTE: BOTH fields above are case sensitive! May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 2

3 STEP 2: Installing Microsoft.NET Framework 2.0 (if required) NOTE: The following steps are only required for Windows XP users. Windows VISTA, Windows 7 & Windows 8 users can ignore this step and proceed to STEP 3: Downloading and Installing the KFC ChatXchange 1) Verify Microsoft.NET Framework 2.0 is installed via Add or Remove Programs in the Windows Control Panel. If it s not installed, download and install the proceeding to the next step. from the LiveXchange FTP Server before 2) If Microsoft.NET Framework 2.0 is already installed on the computer, please move on to STEP 3: Downloading and Installing the KFC ChatXchange STEP 3: Downloading and Installing the KFC ChatXchange 1) Download the from the LiveXchange FTP Server and save the file to your Windows Desktop. 2) Once downloaded, double-click the icon. a) Click b) Click c) Click d) Click 3) When the install is completed an icon will be placed on the Windows Desktop. May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 3

STEP 4: Changing icon picture if required (Windows XP Computers

are structured, the icon above may display incorrectly (without

Should this happen, please do the following: 1) Right click on the

2) In the Icon Properties window, ensure the Shortcut tab is

4 STEP 4: Changing icon picture if required (Windows XP Computers Only) Due to differences in the way Windows XP s file system paths are structured, the icon above may display incorrectly (without the X logo). Should this happen, please do the following: 1) Right click on the icon and select Properties. 2) In the Icon Properties window, ensure the Shortcut tab is select and then click 3) On the Change Icon pop-up select the X icon and then click 4) Click and then May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 4

5 STEP 5: Installing Java 5 Update 5 for CCA Platform 7.1 (if required) 1) Navigate to Start Control Panel Add or Remove Programs (Program & Features in VISTA or Windows 7) 2) If there are ANY Java versions installed (except J2SE Runtime Environment 5.0 Update 5), uninstall them all. a) If Java 5 Update 5 is already installed, move on to STEP 6: Disabling Java Updates 3) If Java 5 Update 10 is NOT installed on the computer, download and install the from the LiveXchange FTP Server before proceeding to the next step. IMPORTANT: After the download is complete, close ALL Web Browsers. 3) Double-click the icon on the Windows Desktop and follow the standard prompts to install Java. STEP 6: Disabling Java Updates 1) Once Java has been installed, navigate to the Windows Control Panel and double click the Java icon (looks like a coffee cup) to access the Java Control Panel. 2) In the Java Control Panel, click the Update tab and remove the checkmark from Check for Updates Automatically. 3) Click then and close the Windows Control Panel. STEP 7: Internet Explorer Settings and Configuration The final step required to set-up a computer for KFC is the configuration of Internet Explorer to ensure that the CCA Interaction Manager works correctly. To accomplish this please ensure the following is done: 1) Make sure that ALL Pop-up blockers are fully disabled both within Internet Explorer and within your local antivirus program (if applicable). 2) Make sure that ALL Active X controls are enabled within Internet Explorer (Tools Internet Options Security Tab click the Custom level button) 3) After you have completed all of steps above, it is strongly recommended that you reboot your computer. May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 5

6 STEP 8: Installing Google Chrome (if required) In order for KFC s Order Application Tillster to work correctly, Agents must use the Google Chrome Web Browser. As this is a very popular browser, first check to see if you already have this installed on your computer. If not, please follow the steps below to install it. IMPORTANT NOTE: Even though the installation steps for the Google Chrome browser is contained within this document, this IS a 3 rd party application. As such, it is NOT supported by the LiveXchange Service Desk. Should experience any issues while you are working, you are responsible for troubleshooting the issue on your own. The only thing that the LiveXchange Service Desk will advise is to try uninstalling and then reinstalling Google Chrome. 1) Go to and click the link to Download Chrome. Please Note: Should the link above not work for you, do a Google search within your normal web browser for Google Chrome download and then follow the applicable steps to download and install the browser. 2) On the Google Chrome Terms of Service screen above, ensure the 2 boxed highlighted above are unchecked and then click. 3) When prompted, save the ChromeSetup.exe file to the Agent s Windows Desktop. 4) Double click the ChromeSetup.exe to install Google Chrome 5) After the installation is completed you will see the screen above. Click. This should add a icon on you Windows Desktop screen as well as into the Start->Programs->Google Chrome folder. May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 6

CONFIRMING APPLICATION FUNCTIONALITY STEP 1: Launching and Logging in to ChatXchange 1) Double click the icon to launch the ChatXchange application.

NOTE: In some cases, you may need to Left-Click & Hold your mouse button down, move to the chatroom and release the mouse button to select the chatroom.

7 CONFIRMING APPLICATION FUNCTIONALITY STEP 1: Launching and Logging in to ChatXchange 1) Double click the icon to launch the ChatXchange application. 2) Left click on and select RMG Pizza Hut from the dropdown list. NOTE: In some cases, you may need to Left-Click & Hold your mouse button down, move to the chatroom and release the mouse button to select the chatroom. 3) Type in your Username and Password into the applicable fields and then click to log into the chatroom NOTE: If the 3 steps above are not followed correctly, an incorrect log in attempt is made or you have a drop in your internet service, the chat will immediately close down completely. Should this happen, you will have to launch the chat application again and repeat the above login process. May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 7

8 4) After you have logged in to the Chatroom, type in a test message into the bottom window and press [Enter] to verify that all is functioning correctly. 5) To log out of the chatroom click on the main ChatXchange window to close it. May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 8

STEP 2: Accessing Tillster - the KFC Data Application REMINDER: The KFC Tillster Application MUST BE used with the Google Chrome Web

1) To access the log in screen for the KFC Tillster order application, go to the RMG->KFC Links folder, click and then click the URL Link

2) This will open the login screen to Tillster the KFC Data Application 3) On the Tillsterl Login screen, type in your applicable User

9 STEP 2: Accessing Tillster - the KFC Data Application REMINDER: The KFC Tillster Application MUST BE used with the Google Chrome Web Browser! 1) To access the log in screen for the KFC Tillster order application, go to the RMG->KFC Links folder, click and then click the URL Link (as shown above). 2) This will open the login screen to Tillster the KFC Data Application 3) On the Tillsterl Login screen, type in your applicable User Name and Password (provided to you either in class or from your Client directly) and then click NOTE: Tillster is solely managed and supported by your Client not the LiveXchange HelpDesk. Therefore, any specific requirements, processes or problems with Tillster should be directed to your Client and NOT the LiveXchange Service Desk. May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 9

STEP 3: Launching & Logging into the CCA Interaction Manager 1) Using Internet Explorer, NOT Google Chrome, located within the

Please have the Agent click on the Link and then click the URL Link (as shown above).

before going into an available status. 4) When you are ready to start accepting calls, click.

10 STEP 3: Launching & Logging into the CCA Interaction Manager 1) Using Internet Explorer, NOT Google Chrome, located within the ContractWorld->CCA URLs folder on the LiveXconnect site are the CCA links. Please have the Agent click on the Link and then click the URL Link (as shown above). 1) In the Company Alias field, type in RMG (no spaces) 2) Type in your applicable Username and Password and then click the button to begin loading the CCA. ***Please Note: ALL fields above are case sensitive*** 3) Click on, pick up your physical phone when it rings and leave it off hook before going into an available status. 4) When you are ready to start accepting calls, click. PLEASE NOTE: Any specific requirements or processes related to how to use your phone will be discussed in Training or communicated to you by your Client. As such, any questions you have regarding the use of your phone should be directed to either the LiveXchange elearningxchange Department or your Client directly May 26 th, 2015 LiveXchange Agent On-Boarding Department Page 10

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