User manual LOGMEIN INSTANT CHAT FEATURE GUIDE

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 [. . . ] 500 Unicorn Park Drive Woburn,  MA 01801 Copyright © 2010 by LogMeIn,  Inc. No part of the contents of this document may be reproduced or transmitted in any form or by any means without the written permission of the publisher. LogMeIn®,  (LogMeIn® BackupTM,  LogMeIn® Free®,  LogMeIn® Pro2®,  LogMeIn® IT ReachTM,  LogMeIn® Rescue®,  LogMeIn® Ignition,  LogMeIn® HamachiTM),  LogMeIn® Rescue+MobileTM,  RemotelyAnywhereTM and Network ConsoleTM are either registered trademarks or trademarks of LogMeIn,  Inc. This publication may contain the trademarks and service marks of third parties and such trademarks and service marks are the property of their respective owners.  [. . . ] In your CSS,  change the background-image url of . ic_statusicon_waiting to the Waiting screen image. Customize how the screen will be displayed (for example,  change the left,  top,  width,  and height options). During Chat (ic_statusicon_chat) During Remote Control or Desktop Viewing (ic_statusicon_rc) When Instant Chat disconnects (ic_statusicon_disconnect) When the customer is on Hold (ic_statusicon_hold) While the customer is waiting for a Transfer to be completed (ic_statusicon_transfer) While typing (ic_statusicon_typing)

Tip!You can also display a custom screen in the following situations: · · · · · ·

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24

How to Display ChatLog Content Outside of the ChatLog
Add the following options to any class belonging to an element found in the ChatLog to place it outside of the ChatLog area. 
position: absolute; left:. . . ; top:. . . ; z-index:. . . ;

How to Display Custom Information in the Instant Chat Interface
You can display custom information in front of the ICContainer. 1 2 Enter a new HTML element on the same page as ICContainer in your hosted code. Position the new element so that it will be placed in the appropriate position in front of the
ICContainer. position: absolute; left:. . . ; top:. . . ; z-index:. . . ;

Important: Check position settings in the CSS and in the new HTML element to ensure that all elements are coordinated and do not cover each other in any way. 

How to Hide User Interface Elements
Do not use display: none to hide elements in Instant Chat. Instead,  change the left and top coordinates of the elements to negative values,  as shown in the following example:
. ic_custom_logo /*<img>*/ { position: absolute; left: -100px; top: -100px; width: 78px; height: 32px; }

How to Open Instant Chat in a `Custom' Browser Window
To open Instant Chat in a custom browser window,  customize the following code and insert it into your environment. 
<a onclick="window. open('YourHostedInstantChat. html',  '',  'toolbar=no,  status=no,  menubar=no,  titlebar=no,  location=no,  scrollbars=no,  resizable=no,  height=500,  width=400');" href="#">View hosted Instant Chat</a>

©2003-2010 LogMeIn Inc. All rights reserved

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25

How to Open the Instant Chat interface in a New Browser Window
To open Instant Chat in a new browser window,  customize the following code and insert it into your environment. sample1. html This is a form that opens the Instant Chat interface,  as defined in sample2. html. 
<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1. 0 Transitional//EN" "http://www. w3. org/TR/xhtml1/DTD/xhtml1-transitional. dtd"> <html xmlns="http://www. w3. org/1999/xhtml"> <head> <title></title> </head> <body> <table> <tr><td>Name: </td><td><input id="Name" type="text" maxlength="64" /></td></tr> <tr><td>Email: </td><td><input id="Email" type="text" maxlength="512" /></td></tr> </table> <input type="button" value="OpenChatInANewWindow" onclick="window. open('sample2. html?Name=' + document. getElementById('Name'). value + '&Email=' + document. getElementById('Name'). value,  '',  'toolbar=no,  status=no,  menubar=no,  titlebar=no,  location=no,  scrollbars=no,  resizable=no,  height=500,  width=400');" /> </body> </html>

sample2. html This is the Instant Chat interface. 
<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1. 0 Transitional//EN" "http://www. w3. org/TR/xhtml1/DTD/xhtml1-transitional. dtd"> <html xmlns="http://www. w3. org/1999/xhtml"> <head> <title></title> <script type="text/javascript" src="https://secure. logmeinrescue. com/InstantChat/InstantChat. aspx"></script> <script type="text/javascript"> function getParameter(name) { name = name. replace(/[\[]/,  "\\\["). replace(/[\]]/,  "\\\]"); var regexS = "[\\?&]" + name + "=([^&#]*)"; var regex = new RegExp(regexS); var results = regex. exec(window. location. href); if (results == null) return ""; else return results[1]; } function loadInstantChat() { var ICLoader = new RescueInstantChatLoader(); ICLoader. ICContainer = "ICContainer"; ICLoader. HostedCSS = "http://[YourSite]/yourstylesheet. css"; ICLoader. HostedLanguagesForChatOnlyMode = "http://[YourSite]/LanguagesForChatOnlyMode. js"; ICLoader. HostedLanguagesForAppletMode = "http://[YourSite]/LanguagesForAppletMode. js"; ICLoader. EntryID = "123456789"; ICLoader. Name = getParameter("Name"); ICLoader. Comment1 = getParameter("Email"); ICLoader. Start(); } </script> </head> <body onload="loadInstantChat();"> <div id="ICContainer" style="position: absolute; left: 0px; top: 0px; width: 400px; height: 500px"></div> </body> </html>

©2003-2010 LogMeIn Inc. All rights reserved

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26

How to Start More than One Session on the Same Page (invalidate websessionid)
To be able to start more than one new session on the same page without needing to reload the page,  add a new character to the websessionid before calling the Start() function. Note: This invalidates the old websessionid. 
if (window. location. hash. length == webSessionIdLength + 1) { window. location = window. location + "X"; } ICLoader. Start();

How to Display a Loading Screen
To display a loading screen during download and initialization of the Instant Chat JavaScript Engine,  put your image reference here:
<div style=". . . <div id="ICContainer" style=". . . "></div> </div>

. ic_htmlbody /*<body>*/ { . . . background-image: url('loading. jpg'); }

. ic_bodyarea /*<div>*/ { . . . background-image: url('loading. jpg'); }

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27

New CSS Classes: June 2009
These classes were added to the InstantChat. css for the June 2009 release of LogMeIn Rescue. See How to Edit InstantChat. css for a complete list of elements in InstantChat. css. 

©2003-2010 LogMeIn Inc. All rights reserved

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28

. ic_waitingtime

only appears once per session. For example,  during reconnection. 

. ic_waitingtime

does not appear

. ic_statusicon_waiting

appears throughout the session whenever the customer is waiting for the

technician. 

©2003-2010 LogMeIn Inc. All rights reserved

www. LogMeIn. com

29

How to Customize InstantChat. css
You can customize the appearance of the Instant Chat interface using Cascading Style Sheets (CSS). By default,  the Instant Chat interface is determined by InstantChat. css.  [. . . ] E. g. : Close Technician Console Technician Console has lost the connection with the web server so the client cannot communicate with the Technician

No Change

NOTHING

. ic_statusicon_typing

"TYPING"

Lead Technician:
"PUT_ON_HOLD" Technician Name

98

ic_control_chatline_TC_HOLD

YES

YES

Collaborating Technician:
No Change

. ic_statusicon_hold

Lead Technician:
No Change

Lead Tech:

Collaborating Technician:

"PUT_YOU_ON_HOLD"

Collaborating Tech: Lead Tech:

Lead Technician:
"TRANSFERING_SESSION" NOTHING

99

ic_control_chatline_TC_TRANSFER

YES

YES

Collaborating Technician:
No Change

. ic_statusicon_transfer

Lead Technician:
No Change

Collaborating Technician:

"TRANSFERING_TO_ANOTHER"

Technician Name NOTHING

Collaborating Tech:

Lead Technician:
"ENDED_SESSION" Technician Name

100

ic_control_chatline_TC_END

YES

YES

Collaborating Technician:
No Change

. ic_statusicon_disconnect

Lead Technician: Collaborating Technician:
No Change "DISCONNECTED" NOTHING

Lead Technician:
"STOPPED_SERVICING" Technician Name

101

ic_control_chatline_TC_EXIT

YES

YES

No Change

Collaborating Technician:

. ic_statusicon_waiting

Lead Technician: Collaborating Technician:
No Change "WAITING_FOR_TECH" NOTHING

Lead Technician: Collaborating Technician:
No Change "CONNECTION_BROKEN" NOTHING

Lead Technician: Collaborating Technician:
No Change . ic_statusicon_waiting

Lead Technician: Collaborating Technician:
No Change "WAITING_FOR_TECH" NOTHING

102

ic_control_chatline_TC_DISCONNECTED

YES

YES

©2003-2010 LogMeIn Inc. All rights reserved

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53

#

Class names for control messages

Displays in Chatonly Mode

Displays in Applet Mode

What is happening when the client shows the control message

Which hash table item will be displayed in the ChatLog

Parameters ($X) of the hash table item in the ChatLog

Which class will be displayed as status icon

Which hash table item will be displayed in the ic_statustext element

First parameter ($1) of the hash table item in the ic_statustext element

103

ic_control_chatline_TC_START_APPLET

NO,  except on iPhone

YES

Link to start applet download or iPhone Configuration file download

"IPHONE_CONFIG_EMAIL"

On iPhone:

Other platforms in Applet mode:

Technician Name,  start tag of link,  end tag of link

On iPhone:

No Change

No Change

NOTHING

"APPLET_DOWNLOAD1",  "APPLET_DOWNLOAD2"

Other platforms in Applet mode:
Technician Name

104

ic_control_chatline_TC_SHOWSURVEY

YES

YES

Technician pushed customer survey link Technician pushed a link

"SURVEY_DOWNLOAD1",  "SURVEY_DOWNLOAD2"

Technician Name Technician Name,  URL

No Change

No Change

NOTHING

105

ic_control_chatline_TC_URLPUSH

YES

YES

"URLPUSH"

No Change

No Change

NOTHING

©2003-2010 LogMeIn Inc. All rights reserved

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54

How to Customize Self-Hosted Instant Chat Using JavaScript
When self-hosting the Instant Chat language files,  you can implement JavaScript tricks for Instant Chat. All custom JavaScript code must be integrated into one of the Instant Chat language files: · · https://secure. logmeinrescue. com/InstantChat/LanguagesForChatOnlyMode. js https://secure. logmeinrescue. com/InstantChat/LanguagesForAppletMode. js

Hosting of language files is discussed above.  [. . . ]
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