Frequently asked questions (FAQ)

 

Do you have agents to answer incoming calls for us?
No. We don not offer call center services. 

Can I use StaffOnline on more than one website?
Yes. What’s more, StaffOnline will also detect from which website the call is coming from.

Do I have to use FLASH on my computer?
Yes. Nowadays, many websites and web applications use Flash technology so chances are that you already have the latest Flash version on your computer. If it is not the case, your web browser application will invite you to do so. This procedure is so simple that it seems almost automatic.

 
Is StaffOnline Mac compatible?
Yes. StaffOnline works on any computer platform and with any web browser available.
 
Do I always have to be at my computer to answer incoming calls?
No. Simply replace your headset by speakers so you can hear the audio signal for an incoming call. To answer the call, replace your speakers with your headset.
 
Does StaffOnline have to be dedicated to a workstation in particular?
No. You operator console is hosted on our servers. It can therefore be activated from any computer and anywhere in the world as long as you have an Internet connection.
 
Do I have to install StaffOnline on my computer or servers?
No. StaffOnline is completely hosted on our servers. There is no software to be installed anywhere for both the operator and the visitor making the call from your website.
 
How is the confidentiality of my information protected?
As a measure of full-proof security, StaffOnline keeps no record about the content of any communication whether it is audio, video or written through the chat.
 
What are the minimum requirements to use StaffOnline?
Þ     You will need a computer with both a video and audio card. Nowadays, most computers are sold with built-in cards.
 
Þ     A good quality webcam and headset with noise reduction is recommended.
 
Þ     A high-speed Internet connection such as DSL or cable is also recommended.
 
Does StaffOnline use a lot of bandwidth?
No. We use a video and audio compression technology that reduces tremendously on bandwidth usage. The average bandwidth consumption for a console that is connected 24/7 is approximately 50 megs per month.
 
How many users can I have per console?
Even though only one user can use a console at a time, you can have as many users as you need to answer calls and from anywhere around the world. I you need multiple simultaneous users; we can provide you with as many consoles as you need.
 
What happens when my operators are unavailable?
If all your operators are busy online or disconnected, the visitor will be invited to call again later or leave a message.
 
Do you have call statistics?
Yes. The administrator has access to a detailed statistic report.
 
Can I customize my StaffOnline?
Yes. We have made it possible for you to customize the interface so you can add your own corporate banner and customize your button so it blends in with your website.
 
Can I use StaffOnline in my email signature?
Yes. That way your contacts will be able to start a video and audio conversation with you directly from your emails.
 
How does it work for invoices?
Other than the initial installation and account-opening fee, we charge a monthly fee. There is no limit to the amount of incoming calls. We offer a rebate for quarterly billing.