I would think the ACD would need to be fixed before thinking about
implementing something like this...
Josh Patten
Assistant Network Administrator
Brazos County IT Dept.
(979) 361-4676
On 5/19/2010 1:22 PM, Peter Varga wrote:
I'm curious if anyone has attempted to run the Fastpath plugin for
Openfire within sipXecs?
For those unfamiliar, Fastpath is a system of Anonymous Chat Queuing
accessed through a "Live Chat" button. Currently, the fastpath plugin
implements a no longer supported XMPP Extension (Was deferred by the
XMPP Standards Foundation). It's a fairly capable system that allows
for customizable welcome forms and routing inbound chats to a queue of
agents.
Seems like this would be a terrific addition to a "Unified"
communication portfolio.
It would be great to have a "Support Queue" defined once and they
field both inbound phone calls AND chats...
The problem is, today's fastpath REQUIRES a fastpath capable client on
the agent side. Dealbreaker for sipXecs users that may be sitting at
Bria or their cell phones...
Considering the Deferred status of XEP-0142
<http://xmpp.org/extensions/xep-0142.html>, I was envisioning a
replacement that could replace fastpath and work with any standard
XMPP client for the agents.
It could exist as a XMPP bot that keeps track of your chat queue
participation (most likely through your existing presence system).
Inbound chats are sent to the bot from an temporary jid that is
created for the anonymous web chatter.
I'd love to brainstorm with anyone familiar with the sipXecs Openfire
setup. I truly feel "Live Chat" is a killer addition to this platform.
--
Peter Varga
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