Enabling a Direct Connection from the Operator Console

Activa Live Chat Support » Operator Console » Troubleshooting

Article ID: 148 | Last Modified: 07/16/2010

Activa Live Chat's Operator Console is capable of two connection methods to the Activa Live Chat service:

1. Direct Connection: A preferred, high-availability, direct-socket connection to the Activa Live Chat service. All communication is encrypted in AES 256 High Grade SSL Encryption and is completely secure.
2. Extended Connection: A fallback method of connecting to the Activa Live Chat service. This is only used when your network prevents you from using the Direct connection method. It is not recommended for sustainable, long term use.

Determining your Connection Type:
Operators can easily determine which connection they have to the Activa Live Chat service.

1. Sign in to the Operator Console
2. Go to the Settings tab
3. Under General Settings, select the Connection tab

Ensuring a Direct Connection
It is imperative that you are connected to the Activa Live Chat service via the Direct connection method. If you determine that you have an Extended connection, this may require some changes to your PC or corporate network settings:

• Make sure Port 15002 is open to the computers, network and/or other hardware attempting to access the Activa Live Chat service.
• Make sure the operator's computer can communicate through port 15002 to *.activalive.com
  
  NOTE: It is recommended that any firewall routing exceptions use the domain name (*.activalive.com) rather than by IP addresses because IP addresses are subject to periodic changes. If, however, you must make the exceptions via IP address, then please use the current IP addresses ranges:
  
  
  • 64.239.111.75 - 64.239.111.99
  • 216.157.79.60 - 216.157.79.65
  • 216.157.79.136