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- How-To: How do i set specific Music On Hold for an inbound queue?
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- Tutorial: Step-by-step guide on configuring a call flow.
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- Welcome to FocalScope
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- Email Ticketing
- Accessing emails of deleted users in FocalScope
- Archiving FocalScope Emails to SugarCRM
- Best practices for (re)configuring core FocalScope features
- Can I still access the emails of a deleted FocalScope user account?
- Configuring a holiday Auto-Responder
- Configuring the spellchecker in the Thick Client
- Delaying outgoing emails for quality-checking purposes
- Displaying hidden or inaccessible folders in FocalScope
- Email language translation, automatic and on-demand
- FAQ - How do I add a hyperlink to a new email?
- FAQ - How to 'recall' an email in FocalScope
- FAQ - How to reset an agent's login password
- FAQ - Why am I getting 'Access Denied' entries in search results?
- FAQ - Why are autoresponses not sent out?
- FocalScope Email Ticket icons and what they mean
- FocalScope slow performance diagnostic tool
- FocalScope won't receive emails after recreating email accounts
- Get the best out of FocalScope with Google Chrome
- Get the most out of FocalScope knowledge-base articles
- Guide on how to configure and use SLAs in FocalScope
- Hiding unnecessary folders from view in FocalScope
- How do I add a hyperlink to a new email
- How do I change the 'From' field format for email compositions?
- How do I delete multiple emails at once?
- How do I perform drag-and-drop, reply, and other commands on search results?
- How do I remove an email lock?
- How do I restore a deleted folder?
- How does the email unread / read status work?
- How does the read receipt feature work in FocalScope?
- How email loops occur between FocalScope and the email server
- How Outlook and Exchange can prevent FocalScope from receiving emails
- How the 'Reopened' ticket-state tab works
- How to activate FocalScope's Duplicate Attachment Suppressor
- How to add folders to Personal / Shared Folder Tabs
- How to add multiple personal email accounts to one user
- How to add the agent's picture in the signature
- How to assign tickets using hotkeys
- How to change the ticket-number format in FocalScope
- How to check for / troubleshoot an incorrect email password
- How to configure and enable FocalScope's Acknowledgment of Assignment feature
- How to configure and enable FocalScope's Auto Responder
- How to configure and use FocalScope Ticket Queues
- How to configure and use FocalScope's Ticket Categories
- How to configure and use FocalScope's Ticket Queue Equalizer
- How to configure and use Virtual Search folders
- How to create and use a mailing list in FocalScope
- How to create and use FocalScope Standard Responses (canned replies)
- How to drag and drop emails and tickets in FocalScope
- How to enable and use drag & drop to third-party applications
- How to enable and use FocalScope's Post-to-Folder feature
- How to enable automatic hyperlink detection in Thick Client
- How to enable email duplication detection and suppression in FocalScope
- How to enable personal Email Processing Rules
- How to properly paste Excel (or other) tables into FocalScope emails
- How to quickly reset your message-list views
- How to rapidly attach files and images to emails in FocalScope
- How to 'recall' an email in FocalScope
- How to recreate your signature in FocalScope
- How to relocate masses of tickets in FocalScope
- How to remind other agents (with pop-ups) about ticketing events
- How to resend previously jammed emails
- How to restrict and preload Ticket Categories for a folder
- How to reuse FocalScope emails to answer repeat queries
- How to reveal the BCC field
- How to run the Setup Wizard on established FocalScope instances
- How to safeguard emails from potentially dangerous content
- How to save an email in FocalScope as a file
- How to search for tickets, notes, and chats using the FocalScope Finder tool
- How to search Internal Notes attached to emails
- How to set / enforce global font size and style globally
- How to set up a free gmail account for use with FocalScope
- How to set up FocalScope's Email Processing Rules
- How to sign up for / log into your FocalScope trial
- How to switch a Gmail account from POP3 to IMAP
- How to upgrade a FocalScope license key
- How to use Agent Views to grant supervisors access to agents' personal folders
- How to use FocalScope Placeholders
- How to use FocalScope Reminders
- How to use FocalScope Search Accelerators
- How to use FocalScope URL Placeholders
- How to use full-text search Email Processing Rules
- How to use the Quick-Filter Bar
- I can't reply to an email, and I get a warning message from Internet Explorer
- Linking emails accross email accounts and ticketboxes
- Mass mailing in FocalScope
- Migrating from POP3 to IMAP
- Office365 and FocalScope - How to access a Shared Mailbox using FocalScope IMAP
- Overview of IMAP IDLE in FocalScope
- Overview of SLA parameters
- Pending More Info - Distribution list VS email account - Using valid email accounts in FocalScope
- Placing an agent's account in Training Mode
- Referencing a particular message in a new email
- Role of Dispatch Priority and how to set it
- Send on behalf permision in FocalScope
- Setting up 'email group' and 'ticket group' folders for use with Email Processing Rules
- Setting up the 'Add to Ticket Queue' action
- Spam filter in FocalScope
- Stray tickets resulting from ticket formatting changes
- The fonts in the interface appear too small and are difficult to read
- Ticket due date
- Ticketbox ticketing options explained
- Understanding the rule scope for Email Processing Rules
- Using the Contact Content Accelerator to add new contacts in FocalScope
- Using the different message-list views in FocalScope
- What is the difference between the 'Agent' and 'Being replied' columns?
- When testing an email account, the message ‘Connection refused’ is displayed
- Why a ticket number referred to in an email does not correlate to a ticket in FocalScope
- Why am I receiving my own emails?
- Why are FocalScope Reminders not sending notifications via email?
- Why are incoming emails delayed or not received at all?
- Why are new tickets not automatically assigned to agents?
- Why are outgoing emails delayed or not sent at all?
- Why are some emails underlined?
- Why are the 'sent' and 'received' dates different from each other?
- Why are tickets placed 'on hold' appearing under the 'closed' tab?
- Why can I not see any tickets in the FocalScope message list?
- Why do ticket assignments change by themselves?
- Why is a personal or shared folder flashing red?
- Why is a recalled message assigned a different ticket number?
- Live Chat
- Live Chat for Website
- A note regarding the design of custom Live Chat UI templates
- Archiving FocalScope Live Chats to SugarCRM
- Enabling explicit confirmation of closed chats
- How to add an agent's picture to Live Chat
- How to configure a FocalScope Live Chat group
- How to configure and use FocalScope's Live Chat Categories
- How to integrate FocalScope's Live Chat into your website
- How to manually translate Live Chat UI elements
- How to prevent the automatic translation of Live Chat UI template buttons
- How to search for info inside Live Chat conversations
- How to use custom Live Chat UI templates
- The importance of the System Email Account for Live Chat
- Agent-to-Agent Chat - Jabber
- Live Chat for Website
- Phone System
- Knowledge Base Software
- Survey
- Getting started with system surveys
- How to configure and use the survey API link
- How to configure and use the survey automation tool
- How to configure survey exceptions
- How to display a completed survey form in a survey alert
- How to embed a survey link into a Standard Response (includes setting category index)
- How to set up a survey form for automatic dispatch
- How to use the survey API 'Survey Submit Field' placeholder
- Reviewing the survey history record
- Collaboration
- Reporting And Dashboards
- Configuring and using the 'tickets by category' report
- Creating custom pivot tables for FocalScope report
- Custom Excel templates for FocalScope - email statistics
- Custom Excel templates for FocalScope - emails per domain
- Custom Excel templates for FocalScope - Number of personal incoming emails per agent
- Custom Excel templates for FocalScope - response time summary
- Custom Excel templates for FocalScope - ticket statistics
- Custom Excel templates for FocalScope - weekly email statistics
- Custom Excel templates for FocalScope - weekly ticket statistics
- Explanation of fields in response-time reports
- Explanation of fields in the 'Compatibility - detailed email list' report
- Explanation of fields in the 'Live chat log' report
- Explanation of fields in the 'SLA conformation audit log' report
- FAQ - Excel warning when opening FocalScope raw (.xls) reports
- FAQ - How to correctly set the date range for reports
- FocalScope report filters explained
- Getting started with FocalScope reports
- Getting started with RDL and FocalScope reports
- Getting started with System Reports
- How to configure FocalScope Dashboards
- How to configure Focalscope Graphs in Dashboards
- How to convert V1 live reports to V2
- How to correctly set 'category mapping' for FocalScope reports
- How to create and configure a FocalScope report
- How to create new custom data fields in FocalScope reports
- How to download a live report
- How to download FocalScope reports from report notifications
- How to export FocalScope reports directly to a folder or FTP / web server
- How to focus on underlying data in Excel pivot tables / charts
- How to generate combined custom reports
- How to persistently store data in live reports
- How to schedule delivery and notification of a FocalScope report
- How to set up an exclusive reports folder in FocalScope
- How to use Excel as a report front end for FocalScope 'raw' report data
- How to use extended user properties with reports
- Installing the FocalScope shared reports module
- Managing custom RDL reports and custom report templates
- Shared Report parameters and filters explained
- The difference between raw and template-based reports in FocalScope
- Things to consider when configuring FocalScope reports
- Understanding 'incoming-reply' pairs for response-time reports
- Using custom Excel templates with live reports
- Using Excel to filter exported FocalScope report data
- When I open an Excel live report, I get an ‘Access denied’ error
- Wiping data from custom reports before uploading them to FocalScope
- Technology and Developer
- 2 - Configuring the reporting module to pull data from a shadow backup database
- Accessing SugarCRM contacts from FocalScope - Concept introduction
- Archiving FocalScope Emails to SugarCRM
- Archiving FocalScope Live Chats to SugarCRM
- Configuring the reporting module to pull data from a shadow backup database
- Creating CRM objects from FocalScope's user interface
- Creating custom (HTML) forms in FocalScope
- FAQ - How to reset an agent's login password
- FocalScope won't receive emails after recreating email accounts
- How to archive old emails to free up disk space
- How to backup and restore your FocalScope SQL database
- How to close tickets in FocalScope using the SOAP API
- How to create and use custom FocalScope Accelerators
- How to delete (purge) old emails to free up disk space
- How to import data from LDAP into FocalScope personal or shared contact folders
- How to install additional FocalScope UI languages
- How to limit which IP addresses can access FocalScope
- How to query emails by ticket number and by folder using SOAP API calls
- How to use custom HTML forms to extend user properties
- How to use data binding and form relationships with custom (HTML) forms
- How to use FocalScope categories as custom fields and retrieve the associated tickets using SOAP API
- How to use the Remote Sendmail API
- HTML email formatting tools overview
- Importing HTML forms to FocalScope's custom form repository
- Integration - Concept introduction
- Integration of Email with GDS for travel agents in FocalScope
- Look up a SugarCRM contact from FocalScope Emails
- Look up a SugarCRM contact from FocalScope Live Chats
- Restricting access to FocalScope from certain IP addresses
- Restricting access to FocalScope from certain IP addresses 2
- Setting up a custom (HTML) forms folder
- Using SugarCRM custom fields when archiving FocalScope data
- Email Archiving
- How to archive and purge FocalScope data
- How to archive old emails to free up disk space
- How to delete (purge) old emails to free up disk space
- How to use the FocalScope ArchiveViewer
- Understanding database purging / archiving nuances (specifically, disk-space usage)
- Why is email data purging not freeing up any disk space?
- Desktop Thick Client
- Deep Linking and the Thick Client
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- Keyboard shortcut in the Thick Client (version 2)
- Mobile App
- Concept introduction - the FocalScope Mobile Client
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- Downloading the FocalScope Mobile Client (Apple devices)
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- How to hide a folder in the FocalScope Mobile Client
- Mobile Client settings and how they affect data synchronization
- On Premise Installation
- Configuring the reporting module to pull data from a shadow backup database
- How to backup and restore your FocalScope SQL database
- How to configure the FocalScope server self-referencing URL
- How to enable custom UI extensions in FocalScope (On-Premise edition)
- How to install a FocalScope license key
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- How to reconfigure or repair a FocalScope instance
- How to restore Full-Text Search functionality in FocalScope
- Logging into your new FocalScope instance for the first time
- On-premise FocalScope installation - Scenario: SQL Express installed on the same server as FocalScope
- Quick Setup Guide
- System requirements for on-premise installation
- Email Ticketing
- Admin Manual
A note regarding the design of custom Live Chat UI templates
Monday, December 5, 2016 8:10 AM
Because live chat is such a prolific tool now, often live chat users need the service provided to them in their local or regional language. Depending on your application and deployment, you may require certain custom Live Chat UI templates to be static and others to be automatically translated by FocalScope when the default language settings are changed. This article details how custom Live Chat UI templates can be designed to be translatable by FocalScope or static (not translatable).
Tutorial
Creating translatable custom Live Chat UI templates
The easiest way to make translatable custom Live Chat UI templates is to base them off the default Live Chat template included in FocalScope (downloadable at the end of this article). The element IDs in the default template are reference by FocalScope and the associated form, button, and interface text will automatically be translated when the language settings in FocalScope are changed.
So, to create a translatable custom Live Chat UI template, observe the following practices:
- The default element IDs must be retained in all the htm / html files of the custom Live Chat UI template (see Figure 1)
- Any CSS styling that is applied must not invoke images containing text that obscures or replaces text in fields, buttons, and other Live Chat UI elements (see Figures 2 & 3)
Figure 1 - Default element IDs
Creating static (non-translatable) custom Live Chat UI templates
To prevent the translation of form, button, or other Live Chat UI element text in a custom Live Chat UI template, the following practises need to be observed:
- The default ID's of Live Chat buttons must be changed so FocalScope cannot alter the corresponding text when the language settings are changed
- The CSS styling should invoke images that display the desired language to replace fields, buttons, and other Live Chat UI elements (see Figures 2 & 3)
Figure 2 - Images containing the desired language
Figure 3 - Custom CSS styling elements with images
Additional Information
- How to use custom Live Chat UI templates
- How to prevent the automatic translation of Live Chat UI template buttons
- How to install additional FocalScope UI languages
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