Raymond, I definitely think you've found the right protocol with XMPP/Jabber. It has strong security features built-in such as client to server encryption and strong authentication. There's also a lot of power in using an open protocol for customer support chat so that you can do things like route chats to any IM user or use any instant messaging client for your agents.
XMPP by itself doesn't have all the features you're looking for. However, we submitted a protocol extension called Workgroups (http://www.jabber.org/jeps/jep-0142.html) that deals with this functionality. We also have a commercial product that implements this protocol called Live Assistant -- http://www.jivesoftware.com/products/liveassistant/. I think Live Assistant does pretty much exactly what you're looking for. The answers to your questions below are specific to Live Assistant. > Do u have any plans to add encryption/decryption? If not, > the JOSL license allows anyone to use/modify the source for > public, private or commercial use (providing any changes made > are submitted back to the project for possible inclusion). > We are a non-profit and we would submit changes accordingly. Encryption of streams is supported by the XMPP protocol. You can also use https for the web client. > - customize client GUI with my logo and text This is supported -- you can fully customize the web client from the admin console. > - after a user logs into our site, pass their name or ID in, > for logging purposes You can pass in configurable meta-data or specify what form fields the user needs to provide. You can then setup routing rules based on that meta-data. So, if the user has a question about a certain topic, route them to a certain group of support agents, etc. > - ability to save transripts to a database, file system or via email. Transcripts are automatically saved. They're also available during chats so that an agent can see past chat conversations. The chat transcripts are also searchable in real-time to help find answers to questions that have already been asked. > - admin queue, transfer clients to or between CSRs, monitor > queue times, duration, etc All supported as well. I hope that helps. Regards, Matt > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Peter Saint-Andre > Sent: Wednesday, February 01, 2006 7:34 PM > To: jdev@jabber.org > Subject: [jdev] [Fwd: Fw: JabberApplet Questions] > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Forwarding to the list. > > /psa > > > - -------- Original Message -------- > Subject: Fw: JabberApplet Questions > Date: Wed, 1 Feb 2006 14:08:39 -0500 > From: Raymond M Bodall <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] > > > > > - ----- Forwarded by Raymond M Bodall/College Foundation Inc > on 02/01/2006 > 02:09 PM ----- > [EMAIL PROTECTED] > Sent by: [EMAIL PROTECTED] > > 02/01/2006 02:07 PM > > > To > [EMAIL PROTECTED] > cc > > Subject > JabberApplet Questions > > > > > > > > > You are not allowed to post to this mailing list, and your > message has been automatically rejected. If you think that > your messages are being rejected in error, contact the > mailing list owner at [EMAIL PROTECTED] > > > - ----- Message from Raymond M Bodall <[EMAIL PROTECTED]> > on Wed, 1 Feb 2006 14:05:30 -0500 ----- > *To:* > jdev@jabber.org > *Subject:* > JabberApplet Questions > > > > I want to provide one-on-one chat (visitor initiated) > capabilities from our website, to be used for our Call > Center, so CSRs can provide assistance. > I'm not sure if your applet will fit our needs. Some questions: > > You site says: > > "clients connect to the Jabber Server on TCP port 5222. The > connection from the client to the server is persistent and > maintains the presence state of the client after > authentication. The server delivers all data to the client > via this socket." > > A quick look at the source indicates SHA1. #1, are messages secure? > > Do u have any plans to add encryption/decryption? If not, > the JOSL license allows anyone to use/modify the source for > public, private or commercial use (providing any changes made > are submitted back to the project for possible inclusion). > We are a non-profit and we would submit changes accordingly. > > We usually deal with VERY sensistive data -- SSNs, financial, > etc. I need secure connection or encryption. > > Other needs: > > - customize client GUI with my logo and text > > - after a user logs into our site, pass their name or ID in, > for logging purposes > > - ability to save transripts to a database, file system or via email. > > - admin queue, transfer clients to or between CSRs, monitor > queue times, duration, etc > > Ray Bodall > Web Development > College Foundation, Inc > 919-835-2411 [EMAIL PROTECTED] > http://www.cfnc.org/ > Plan, Apply and Pay for College > > - -- > This email, including any documents, files, or previous email > messages attached to it, has been sent from an email account > of College Foundation Inc., (CFI) and may contain > confidential, proprietary, or legally priviledged information > belonging to CFI. If you are not the intended recipient, any > dissemination, distribution, or copying of this email or its > attachments is strictly prohibited. If you have received this > email in error, please immediately notify the sender by email > and destroy the original email and any attachments. > - -- > This email, including any documents, files, or previous email > messages attached to it, has been sent from an email account > of College Foundation Inc., (CFI) and may contain > confidential, proprietary, or legally priviledged information > belonging to CFI. If you are not the intended recipient, any > dissemination, distribution, or copying of this email or its > attachments is strictly prohibited. If you have received this > email in error, please immediately notify the sender by email > and destroy the original email and any attachments. > > - -- > Peter Saint-Andre > Jabber Software Foundation > http://www.jabber.org/people/stpeter.shtml > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (Darwin) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQFD4X3ENF1RSzyt3NURAtswAKCb60tpyrfGQSdRjNIuGzWQQwEEQwCgk5xP > g9bMV9mMAOnvkKeynkSO1uA= > =5Cgv > -----END PGP SIGNATURE----- >
