ISL Pronto Features

This article describes the features of ISL Pronto, from the layout of the main window to chat, file transfer, remote desktop, phone calls, canned responses, the registry settings ISL Pronto uses and the debug window. 

Contents

Overview

The ISL Pronto interface includes the following windows:

ISL Pronto main toolbar

Main toolbar: buttons for status change, supporter chat, supporter invite, chat ignore, client history, send file, receive file and remote desktop.

Users window

Users: information about the supporters in your company.

Details window

Details: detailed information about clients and supporters, including the chat transcript.

Clients window

Clients: information about active clients.

Chat history window

Chat history: used for browsing and searching through the chat history.

Canned responses window

Canned responses: used for creating new canned responses and browsing the saved ones.

Status

Status button

Click the "Status" button on the main toolbar to change your status to one of the following:

  • Available
  • Busy
  • Unavailable
  • Offline

Chat

The "Chat" dropdown offers the following options:

Chat dropdown

  • Start chat: Select a client or a user from the list and click "Start chat".

Note: You can select a filter and click "Start chat" to start a chat with multiple users.

  • Ignore chat: Click "Ignore chat" to hide notifications from the chat that is currently open.
  • End chat: Click "End chat" to close the chat on all sides.

Note: To end a chat only on your side, click the "X" button in the top right of the chat window.

  • Save the chat: Click "Save the chat" to save the chat transcript.

Invite to chat

Invite button

Click the "Invite" button to invite a supporter or a filter to the current chat.

Transfer chat

Transfer chat to another supporter

Transfer chat button

Click the "Transfer chat" button to transfer the chat to another supporter.

Chat transfer confirmation

A confirmation message appears once another supporter has taken over the chat.

Transfer chat to filter

Transfer chat to filter button

Click the "Transfer chat to filter" button to transfer the chat to a specific filter.

History

Chat history tab

On the "Chat history" tab, click the "Retrieve" button to retrieve the history for the selected "Time range".

Select any chat in the history list to show its transcript in the details panel.

Send and receive files

Files button

Click "Files" on the main toolbar to transfer files. You can also drag and drop files into the chat to transfer them.

Note: ISL Pronto does not allow certain files (for example .exe files) to be transferred, as they can be potentially harmful.

Remote desktop

Remote Desktop button

Click the "Remote Desktop" button to start a remote desktop session. After the client runs the link, you can view the visitor's desktop or invite the visitor to temporarily view yours.

ISL Light and ISL Light Client support a variety of parameters and settings that change their behavior. These can be accessed through Settings. The examples below show what is possible.

Enable custom parameters

By default, the ISL Light session is started with the account you are currently using to chat in ISL Pronto:

Remote desktop settings using domain settings

Uncheck "Use domain settings" to add custom parameters to ISL Light, ISL Light Desk and ISL Light Client:

Use domain settings unchecked

Start a support session as another user

Username and password fields

Enter the username and password of another ISL Online user. When the remote session starts, it is established under the specified account.

Example: ISL Pronto is signed in with the account tim@islonline.com, but the session is established with the jim@islonline.com account.

Pass command line arguments to ISL Light

Command line field

Enter the command line arguments to pass to ISL Light and ISL Light Client. The available commands are described in Command line arguments.

Note: ISL Conference Proxy verifies that the "Command line" is correct.

Phone call

Phone call button

Click "Phone call" to call your client or start a chat with them outside ISL Online applications, for example in Skype or Skype for Business.

Skype

Phone call dialog

Enter your client's phone number or email address. If you enter a phone number, Skype places a call to it. If you enter an email address, Skype tries to start a chat with the user who has that email address.

Step 1: Enter a phone number or email address

Phone call:

Skype phone call example

Chat:

Skype chat example

Step 2: Approve the call in Skype

Approve call in Skype

Skype for Business

Skype for Business uses different protocols to handle a phone call request, so prefix the phone number with tel: (tel:<telephone_number>) or the email address with sip: (sip:<email_address>), as shown in the examples below.

Phone call:

Skype for Business phone call example

Chat:

Skype for Business chat example

Canned responses

Canned responses let you save your replies by category and keyword as you chat. You can then quickly search for the saved text to speed up your answers.

  1. On the "Canned responses" tab, click the "Create" button to create a new canned response.

    Create canned response

  2. Enter the response text, keywords and categories, then click the "Save" button.

    Save canned response

  3. To use a canned response, type its keywords in the chat. Matching canned responses are shown, and you can select one to use it.

    Using a canned response in chat

Registry descriptions

ISL Pronto stores many of its settings in the registry (or the equivalent on macOS and Linux). Most of them are true/false values corresponding to a check box state. Passwords are not stored in the registry but in Credential Manager (Keychain Access on macOS).

Depending on your operating system, the settings are stored in:

  • Windows: HKEY_CURRENT_USER\Software\ISL Online\ISL Pronto
  • macOS: /Users/your_user_name/Library/Preferences/com.isl-online.ISL Pronto.plist
  • Linux: /home/your_user_name/.config/ISL Online/ISL Pronto.conf

Note: This section lists only the registry values and the settings they correspond to. For what each setting does, see Settings.

Events settings

  • Events_allowServerSoundDelays: Corresponds to the "Allow server to set sound effects delay" option.
  • Events_disableSoundAfter: Stores the "Disable sound effects after (seconds)" value.
  • Events_hideNotifications: Corresponds to the "Do not show notifications, only change the icon" option.
  • Events_hideNotificationsAfterSeconds: Stores the "Hide notifications after (seconds)" value.
  • Events_hideNotificationsTimeout: Corresponds to the "Hide notifications after" check box.
  • Events_pcSpeaker: Corresponds to the "PC speaker notifications enabled" option.
  • Events_sound_message: Stores the path for the "Custom sound for message events" setting.
  • Events_sound_normal: Stores the path for the "Custom sound for regular events" setting.
  • Events_soundDevice: Stores the value of the "Use sound device" option.
  • Events_soundFx: Corresponds to the state of the Sound notifications "Enabled" check box.
  • Events_startSoundAfter: Stores the value of the "Sound effect delay (seconds)" option.
  • userActivity: Stores the value of "Set status to unavailable if inactive" and its check box state (the value is set to 0xffffffff if the option is unchecked).
  • userActivityAdvanced: Settings for advanced user activity setup (where available on the platform).

Phone settings

  • PhoneCaller::device: Holds the chosen "Phone device" value.
  • PhoneCaller::remember_numbers: Stores the "Remember phone numbers" value.

Updates settings

  • updates_auto_enabled: Corresponds to the "Check periodically for new versions of the application (minutes)" check box state.
  • updates_auto_interval: Stores the "Check periodically for new versions of the application (minutes)" value.
  • updates_auto_last: Time (in Unix time) of the last update check.

GUI settings

  • initialSetupAlready: Initialization string for the program version (each version sets its own; if it does not match, the configuration is shown on startup).
  • ISLPronto::ChatHistoryWidget::chatList#columns: Values required to save the GUI state.
  • ISLPronto::ClientList#columns: Values required to save the GUI state.
  • ISLPronto::Gui#geometry: Values required to save the GUI state.
  • ISLPronto::Gui#state: Values required to save the GUI state.
  • ISLPronto::UserList::available_front: Corresponds to the "Keep available users on top" option for the user list.
  • ISLPronto::UserList::display: Stores the display choice for the user list, either "List of users" (flat) or "Categorised by filters" (filters).
  • ISLPronto::UserList::show_chats: Corresponds to the "Show user chats" option for the user list.
  • QtUtils::PhoneCallGui#geometry: Values required to save the GUI state.
  • lang: Stores the currently selected language (en, nl, ...).
  • langChosen: Whether the language has already been set.
  • lastSendFileDir: Holds the path to the directory of the last sent file.
  • status: Stores the supporter's status (Available, Busy, ...).

Connection settings

  • server: Holds the "Server" value.
  • user: Holds the "Username" value.
  • description: Holds the "Description" value.

Schedule settings

  • scheduleDomain: Corresponds to the "Use domain settings" check box state.
  • scheduleRules: Holds schedule rules, for example 1-3=07:00-16:00;1=08:00-16:00.

Remote desktop settings

  • remoteDesktopDomain: Corresponds to the "Use domain settings" check box state.
  • ISLLightClientBootCustom: Holds the ISL Light Client "Command line" value.
  • ISLLightClientCustomp: Holds the ISL Light Client "Custom parameters" value.
  • ISLLightDeskBootCustom: Stores the ISL Light Desk "Command line" value.
  • ISLLightDeskCustomp: Stores the ISL Light Desk "Custom parameters" value.
  • ISLLightDeskUser: Stores the ISL Light Desk "Username" value.
  • ISLLightNotBusy: Corresponds to the "Do not change to busy status automatically" check box state.
  • ISLLightUseInstalled: Corresponds to the "Use installed ISL Light for remote desktop" check box state.

Integration settings

  • integrationDomain: Corresponds to the "Use domain settings" check box state.
  • chatInfoLink: Holds the Chat info "Open link" value.
  • chatInfoOpenAtEnd: Whether the chat info is opened at the end of a chat.
  • closeChatWhenMyselfOnly: Corresponds to the "Close automatically when I am the only one left" check box state.
  • closeChatWhenNoClient: Corresponds to the "Close automatically when client leaves" check box state.
  • customClientInfo: Stores the "Additional client info columns" value.
  • endChatOnClose: Corresponds to the "End chat automatically when I close the chat tab" check box state.
  • hideUrl: Corresponds to the "Hide "Current page" in client data" check box state.
  • notifySecondary: Corresponds to the "Notify me, when client sees no available supporters" check box state.

Other connection values

  • connectionId: Holds the connection identifier number.
  • cp_protocol: Stores the ISL Conference Proxy protocol used.
  • gridConf: Stores the Grid identification in human-readable text.
  • gridID: Holds the Grid ID (hex ID).
  • protocol: Holds the protocol version used.
  • status: Stores the user's current status.
  • trEngine: Holds the binary data used by the translation engine.

Debug window

The debug window shows everything ISL Pronto does behind the scenes, such as performed actions, updates and errors. It helps you or our technicians find the cause if you experience technical issues.

Debug window

Open the debug window by pressing Ctrl + Shift + D.

Command line parameters in the debug window

Among other information, the debug window shows the command line parameters passed to ISL Light and ISL Light Client through the remote desktop settings.

Gal Selan
Updated
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