Apple iPad, iPhone, iPod Touch Agent Client R2.0
ContactAtOnce! allows agents to be “online” and to answer chat sessions from their Apple mobile devices including iPad, iPhone and iPod Touch.

Topic Overview
The ContactAtOnce! Agent Client for the Apple iPad, iPhone or iPod Touch allows agents to answer chat sessions from Apple device when the agent may be away from their desktop computer. Agents may also login and be “online” from their mobile device without regard to desktop client status. For simplicity purposes, this document will refer to the iPad, iPhone and iPod Touch clients as the iPxx client unless referencing device-specific features.

How It Works
ContactAtOnce! sends Apple Push Notification (APN) alerts to the agents activated with the iPxx Agent Client at the beginning of each customer chat session.  The APN

  • Is sent to each online agent with an iPxx agent client
  • Includes a button to accept the chat session

The agent may answer the consumer chat session from the iPxx Agent Client.  Key features of the iPxx Agent Client:

  • Ability to send and receive chat messages
  • Ability to “login” from the iPxx
  • Forward to Agent’s desktop function – transfers control from the iPxx to the agent’s desktop client
  • Short cut scripts to simplify responses while minimizing keystrokes
  • Site Visitor Geo Location
  • Click Path Tracking (where activated)
  • Conversation History
  • CARFAX Alerts (where applicable)
  • Terminate conversation
    iPadClient

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Key concepts of the iPxx Agent Client:

  • The agent may, but is not required to, login to the iPxx Agent Client in advance to accept chat sessions.
  • An agent with an activated iPxx client will receive alerts on the iPxx client when online from desktop or from iPxx client.  Thus, the agent can choose to accept the chat session from whichever device is most convenient at the moment of the chat session.

Important Usage Guidelines
Please review these guidelines to get the most value from the ContactAtOnce! iPxx Agent Client:

  • You may answer only one chat session at a time.
  • The update consumer profile panel must be completed after a chat conversation before the next conversation will be received.
  • You will receive iPxx Alerts when you are “online” with your ContactAtOnce! desktop application and/or when you are “online” with your iPxx client.

Online Status with the iPxx Agent Client
Agents may “login” to the ContactAtOnce! network using the iPxx Agent Client by clicking the Change Status button on the client background which produces the Login Screen:
iPhoneLoginSample
Key points:

  • Agents select a time to be “online”. At the end of the specified period, an alert will be presented to the user and the user will automatically be marked offline.
  • Agents need not login to receive chat sessions.  Conversation start alerts will be sent to the iPxx device if the user is online with their Windows client regardless of status of the iPxx client

For more information, please see Mobile Agent Client Presence Overview
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Differences Between iPad and iPhone/iPod
The iPad and iPhone/iPod Touch client versions are very similar and each include all of the key functions.  However, the form factor differences between the devices necessitate some changes. The primary change is the main chat window. Given the large screen size of the iPad, site visitor contextual information including GeoLocation, Click Path history, etc. is available on the chat window. For the iPhone/iPod Touch versions, that information is accessible from the context menu item. Examples below:
iPadClientSmall iPhoneChatSample

Installing the iPad, iPhone or iPod Agent Client
The ContactAtOnce! Agent Client for iPad,  iPhone and iPod Touch is now available in the Apple App Store. Click here Please note that the iPxx client requires Apple iOS 4.20 or higher. Please upgrade the operating system on your mobile device if not at that revision level or above.

Activating the iPxx Agent Client
The ContactAtOnce! iPad Agent Client includes a short activation form that will automatically be initiated when the application is downloaded from the Apple App Store. Complete the activation form accurately and completely and your iPxx client will be instantly activated. If you are unable to complete the registration form in it’s entirety a ContactAtOnce! representative will contact you to complete the activation.
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