Features

 

Two-way audio, video and chat

 
Using a webcam and preferably a headset with microphone, to avoid feedback, you can transmit and receive video and audio in real-time. StaffOnline also has a chat box application for writing messages and still communicate with end-users that do not have a webcam and/or microphone. The chat box enables you also to send active hyperlinks.
 
Operator console
 
Activation and deactivation of audio and video:
By default, both the video and audio features are activated. Anytime during the conversation, either one or both features may be deactivated by a simple click of a button.
 
Multiple lines:
One single operator console has multiple lines. The operator can go from on call to another by putting them on ‘pause’.
 
Incoming calls:
When a call comes in, there is both a visual and a sound alert on the computer. The visual alert will also indicate the name of the caller and on which line the call is coming from.
 
Caller information:
Once a call is accepted, the operator is able to identify certain information about the caller. The information shows the name, the language of communication, the amount of calls this same caller has done up to now, the IP address and on which website the visitor is located.
 
Undesirable visitors:
Even though this almost never happens, should a caller’s behaviour be improper, the operator may ban the caller by a single click of a button.
 
‘On pause’ mode:
The operator may set his console ‘on pause’ rather than turning it off or leaving it unattended. Once on pause, the caller trying to initiate a conversation will get a message that all lines are currently busy and to try calling again later.
 
Off duty operator:
Should there be no one to receive incoming calls; the visitor will be able to email a message through a form to a member of your staff of your choice.
 
Multiple consoles and call transfer:
When multiple consoles are used at the same time, incoming calls will be signalled on all open stations. That way, the first available agent can pick up the call.
By the same token, it also allows calls to be transferred from one agent to another.
 
Administrator interface:
The administrator’ interface allows a detailed statistics’ report on all calls that were made, manage users, view report on banned callers, modify your corporate banner that appears on the visitors console and modify the call invitation button from your website.
 
 
Visitor’s console
 
Initiating a conversation:
Once a visitor clicks on the call request button, a new browser window appears. The caller will then be required to insert his or her name and click the connect button. The window will then refresh to a ‘waiting for transmission mode’ until an operator takes the call. When that happens, the same window refreshes again to the actual caller console. Note that there is no software whatsoever that needs to be installed on the caller’s computer.
 
Audio, video and chat:
By default, upon initiation of the call, only the chat application may be used for privacy purposes. The caller may then activate either one or both of the audio and video features by a simple click of a button. The caller will receive knowledge of the operator’s name once a chat message is sent to him or her.
 
Installing StaffOnline
 
StaffOnline is completely hosted on our servers so there is no software installation. By email, we will send you and HTML code that you will insert in your web pages. This will make your call invitation button appear and connect to your account on our servers. We will also send you the web link to your operator console that you can save anywhere you want.
 
Finally, a good quality webcam and a headset with a noise reduction feature will do the trick. We will be more than happy to give you suggestions on this matter or even send you the appropriate equipment at a very competitive price.