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       Ezlive Live - Support Frequently Asked Questions
General Questions Integration Questions
1. What is Ezlive?
2. Who can use Ezlive?
3. What is called a "Seat"?
4. Will I get free upgrade?
1. How to integrate Ezlive with my web site?
2. Can Ezlive integrate my existing user database?
3. Can users automatically logged in?

Technical Questions Customization Questions
1. Can you install Ezlive for me?
2. How to display "online/offline" button in my webpage?
3. What version of MS .net is needed to run Ezlive Winamp windows Client?
4. Can Ezlive be runfrom a shared computer?
5. Can the department list be skipped?
6. When no staff are available, why can't I receive customer's email?
7. Why my admin window and staff window get stuck and keep loading?
1. Can you make a skin to fit my site?
2. Can I replace the logo in the Customer Chat Client?
3. Can you design a logo for me?
4. Can you develop custom features for me?
5. Can I change the size of the Customer Chat Client?
6. Is Ezlive multilingual support?




General Questions

1. What is Ezlive?
A: Ezlive is a web-based live support software designed for sales representatives or live support staff to engage in one-to-one chat with web site visitors. It is implemented with either an online web browser or a Windows client. Chatting with multiple people at once is supported. Visitors may be queued until a live supporter is available for chatting. A chat may be transferred from one supporter to another. Frequently used responses can be predefined(canned) for quick use.

2. Who can use Ezlive?
A: Ezlive builds the communication platform into your Ezead Controlled webpage or websites, on which your staff members can deliver customers technical support and service in both pre-sales and post-sales activities, which increases your sales and customer satisfaction. It's suitable for business of any size because different number of staff seats can be purchased and activated.

3. What is called a "Seat"?
A: The concurrent connection limit of Staff Client is called seat. For example, if you have 9 staff members, they work in 3 shift, and for every shift there're only 3 staffs working at the same time, so in total you need 3 seats. And because our license comes basic with one seat included, if you need more you can choose two more seats with our Corporate or Enterprise solution.

4. Will I get free upgrades?
A: Yes, you will get free upgrades as we improve the software - you receive the benefits automatically.



Integration Questions

1. How to integrate Ezlive with my Ezead controlled web site?
A: 1. It is done automatically by the Ezead Technincal team so you receive the benefits automatically.
A: 2. Can Ezlive integrate my existing website?
A: 3. Yes! Basically Ezlive can integrate into any kind of website. The integration method is similar with all sites that are controlled and hosted by the Ezead Community.

3.Can users stay automatically logged in?
A: Yes! If the user is logged into the site, the username and password can be passed automatically to another Ezlive Operator, so that the user does not have to log into the live support again



Technical Questions

1. Can you install Ezlive for me on my existing website?
A: YES! We can install it for on request when you transfer your site within the Ezead Community Hostings Solution, without extra charge.
We've helped many of our customers with installation. You can monitor our every move once we access your website so you'll have no worries about security issues, and you can rest assured that we won't do anything to impair the operation of your web site.

2. How to display "online/offline" button in my webpage?
A: Included as soon as the code is activated into your webpage at the proper location will enable the online/offline button there.
Details

3. What version of Windows is needed to run Ezlive Winapp Client?
A: Please reveiw the following:

Specs
  • NOTICE WinApp will not work with .NET version 2.0 at this time. Please download and install version 1.1 from above

  • ONLY for Windows systems (ME/NT/XP/Vista/Windows 7)

  • must have Internet Explorer (IE) 5.0 or greater


  • 4. Can Ezlive be running on a shared computer?
    A:Yes with a shared comptuer, you can't run Ezlive by your own log-in. you're suggested to use our dedicated server plan, or at least a shared. And our live help hosting service is available, also the 7-day free trial can be applied,details here!

    5. Can the department list be skipped?
    A: Yes, it can be. No matter how many departments you have, your users can directly access the waiting queue in the specific department without choosing a department first. This is controlled by one parameter in our html code to define the department ID when inserting the Customer Chat Client to webpage we can do this for you at no charge.

    Sample: client.swf?init_room=3



    Customization Questions

    1. Can you make a skin to fit my site?
    A: Yes! Once you've signed up for our EzLive Support package, you can write to supportteam@ezead.com and leave us your requirements and we'll try our best to make a skin of the Customer Chat Client for you. We charge $50 for extra skin design. (Staff and Admin interface won't be changed.)

    2. Can I replace the logo in the Customer Chat Client?
    A: Sure, you can replace the logos on all the chat clients, by just replacing Them in the EzeSupport Setup Panel which is under your direct: controll. Further more, if you want to change the initiate chat client that is easy as well..

    3. Can you design a logo for me?
    A: No problem! Just give us your requirements in details (color code, font and so on) as much as you can and we'd love to make one for you in 24 hours after your order for software package, without any extra charge for your new logo.

    4. Can you develop custom features for me?
    A: We'd love to. please contact sales@ezead.com, we'll give you timeline and quote according to your needs, we charge extra developing fee by hour ($50 per hour).

    5. Can I change the size of the Customer Chat Client?
    A: Yes, Customer Chat Client is resizable, changing width and height in html code could change the size flexibly. You don't even have to maintain the aspect ratio - we will do this for you free of charge.

    6. Does Ezlive have multilingual support?
    A: Yes. So far Ezlive only supports English and Simplifed French and can display any relative language when your OS is using English or French. Basically the interface language of it is controller by an php file, you can easily translate it to your own language or as requested we may do this free of charge.

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