Merchant FAQs

 IM Client Usage

  • How do I know when I’ve received a lead?
  • What does the customer see when I answer a lead?
  • Can the provided client be customized?
  • How do I change my status to offline or online on the provided client?
  • Must I log off when not at my desk or going to lunch?
  • I lost my User ID and/or password. How can I retrieve it?
  • How do I change the assigned user?
  • Can I change the default timeout settings?  How?

Q: How do I know when I’ve received a lead?
A: The provided IM client will ring a distinctive ring and open a new IM window with lead details. The first agent who clicks the Accept button answers the lead.
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Q: What does the customer see when I answer a lead?
A: When a lead is answered, your picture and name will appear on the customer’s IM window, assuming you have uploaded a picture to ContactAtOnce!
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Q: Can the provided client be customized?
A: Yes, certain options may be customized. To customize the client, click on theContactAtOnce! icon at the bottom left corner of the client window. Select Options from the drop down menu.

Q:How do I change my status to offline or online on the provided client?
A: To change your status, click on the ContactAtOnce! status indicator at the bottom right corner of client window. Select your desired status from the drop down menu.

Q: Must I log off when not at my desk or going to lunch?
A: No. The client is preconfigured to automatically determine when you are no longer active at your computer. ContactAtOnce! will automatically identify you as “Away” after a designated period of time.

Q: I lost my UserID and/or password. How can I retrieve it?
A: Contact ContactAtOnce! Support.

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Q: How do I change the assigned user?
A: The ContactAtOnce! provided IM client saves the assigned userid/password for a given sales person. That userid/password may need to be changed in certain events (e.g., a new sales person takes over for a prior sales person).  The following steps will change theContactAtOnce!  assigned user on a computer that already has the software installed:

  • Define the new user to ContactAtOnce! (if the new user is not already defined toContactAtOnce!).
  1. Login to portal.contactatonce.com
  2. Select Provisioning
  3. Select Provision Agent
  4. Provide requisite information for the new sales agent
  5. ContactAtOnce! will automatically send an email to the email address specified for the new agent with the assigned userid/password.
  • Double click the ContactAtOnce! boomerang in the Windows system tray to open the Roster window
  • Right click the previous user name
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  • Select Modify Account
  • Type in the userid and password received for the new user into the Jabber ID and password fields respectively:
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  • Click Save
  • Go Agent Offline and then Go Online as the new user.

Q: Can I change the default ‘away’ and ‘extended away’ settings? How?
A: Yes. The ContactAtOnce! provided IM client is installed with default settings for the IM ‘away’ and extended away values. Research determined that these default values represent optimal settings for many advertisers.  However, you may change those values to meet your specific desires or circumstance. If desired, the values must be changed at each sales agent computer.  The following steps will change the ContactAtOnce!  assigned default away and extended away values on a computer that already has the software installed:

  • Double click the ContactAtOnce! boomerang in the Windows system tray to open the Roster window
  • Single click the boomerang at the bottom left of the Roster window, a new window will appear.
  • Select Status from the menu on the left.
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  • Change the Auto Away After: value to the desired value
  • Change the Auto XA After: value to the desired value
  • Click OK to Save the values

IM Client Installation

  • The install process says that I do not have rights to install software.
  • I tried to install software, the installer says that I need .NET framework. What do I do?
  • Where can I download the IM client installation package?
  • I need to reinstall ContactAtOnce! Where can I get the software?
  • The IM client software is installed. Why can’t I sign on to the server?

Q: The install process says that I do not have rights to install software.
A: Contact your System Administrator.

Q: I tried to install software, the installer says that I need .NET framework. What do I do?
A:The installer will prompt you through this, so just click yes when the installer asks if you want to install .NET. After .NET is installed, the user must restart the ContactAtOnce! client installation process.

Q: Where can I download the IM client installation package?
A:You must define each sales agent via ContactAtOnce! portal .  An agent-specific email will be automatically sent to each agent with a customized download link.

Q: I need to reinstall ContactAtOnce! Where can I get the software?
A: Click here for access to the most current ContactAtOnce! installation.

Q: The IM client software is installed. Why can’t I sign on to the server?
A: Check the following:

  • First confirm internet connectivity by typing a known URL (e.g., www.cnn.com) in the browser. If not, contact ISP.
  • Confirm User ID and password validity. IM Client UserID should match the UserID and password provided in the setup email sent to you from ContactAtOnce!
  • Confirm access to the IM Server on port 5222 by typing “http://im.contactatonce.com:5222” in browser. If response similar to below is received, then communication is established.
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  • If you are running Zone Alarm, Windows XP, or another personal firewall, you must configure the firewall to allow the ContactAtOnce! IM client to communicate over port 5222 to the internet. port 5222 to the exception list.
  • If none of these steps solve the problem, please contact ContactAtOnce!Support.

IM Client Troubleshooting

  • Why do I see a “spinning star” and not the ContactAtOnce! icon?
  • Why don’t I get a sound (ring) when I receive an IM?

Q: Why do I see a “spinning star” and not the ContactAtOnce! icon?
A: It means user is not connected to the ContactAtOnce! Server:

  • Spinning stars may mean it is taking the IM client more time than usual to connect and authenticate.
  • Verify that the user id and/or password on the client has not been edited since last sign on.
  • Ensure that this UserID is not already signed in on another machine.
  • Another reason could be that the IM server is down or there is a network problem causing a slow connection.
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Q: Why don’t I get a sound (ring) when I receive an IM?
A: Check the following:

  • Ensure that PC audio is not muted or that volume is not turned all the way down.
  • You may have muted the sound on the client unintentionally. To unmute the client, click on the ContactAtOnce! icon at the bottom left corner of client window. Toggle Play Sounds in the drop down menu until client is unmuted.
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