COMPLETE - Agent IM Chat functionality

Projects needing sponsorship, and bounties for projects

Moderators: Staydog, mflorell, MJCoate, mcargile, Kumba

Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Thu Oct 27, 2016 1:42 am

Thanks Matt, is there a file in which i can find all the translatable phrases, i have a lot of problems with phrases which have these symbols in them since they sometimes should or should not be included: () :

@jjohnson78: Yes this was indeed the problem we discovered yesterday, i had to set the choose ingroups setting to 0 for the agent. What i meant was by 'has no access' is that in the user modify the ingroup would become de-selected each time. That checkbox you referred to, i would select it first in that screen as admin and once the agent logged in the setting was undone, but this was because i would not select the ingroups when logging in as agent, rookie mistake.
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1377
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Thu Oct 27, 2016 5:52 am

We wrote the extras/QXZanalyzer.pl script to be able to pull out all of the phrases from the PHP files.
mflorell
Site Admin
 
Posts: 18387
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Wed Nov 02, 2016 3:51 pm

Hi Matt, how do i use this script? Which file do i analyze and which parameters do i use? I tried:

:/usr/src/astguiclient/trunk/extras # perl QXZanalyzer.pl /srv/www/htdocs/agc/vicidial.php
no file to analyze(), exiting
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1377
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Wed Nov 02, 2016 5:05 pm

mflorell
Site Admin
 
Posts: 18387
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: COMPLETE - Agent IM Chat functionality

Postby ClearCall » Wed Nov 16, 2016 4:17 pm

Is there any plan to incorporate canned responses per chat in_group?
ClearCall
 
Posts: 164
Joined: Fri Dec 03, 2010 12:21 pm

Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Wed Nov 16, 2016 5:47 pm

That idea has been mentioned before, but nobody has really outlined how exactly it would work or be administered.
mflorell
Site Admin
 
Posts: 18387
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: COMPLETE - Agent IM Chat functionality

Postby ClearCall » Thu Nov 24, 2016 12:37 pm

I was thinking of adding a table to my database with ResponseID, Chat_Ingroup, ResponseType and Text then putting a drop down for each group of ResponseType on the agent chat interface that gets populated based on the Chat_Ingroup. The agent would then select text from one of the drop downs and click a button to enter it into the chat box. The agent could then make changes or add text before they click 'Submit' to send the text to the other party just as they would for any other text. ResponseType would be to separate greetings, closings, data gathering questions and answers to FAQs just so that it's easier to find the response you need. I haven't actually implemented anything yet though.
ClearCall
 
Posts: 164
Joined: Fri Dec 03, 2010 12:21 pm

Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Tue Dec 20, 2016 11:40 am

I was the one who asked this question before. I have experience with chat software for over 10 years, what Clearcall described is just fine. I'd like to add that for canned responses it is very nice if you were able to preview the entire canned text before you click to use it. For instance we also use the WHMCS ticket system which only shows a topic title for each canned response and not the complete text, so as an agent you will never use some of them because you don't know their exact text. I know that OTRS is used by vicidial.com support, it has a knowledge/FAQ feature that's basically also a form of canned answers. Only OTRS is not really crispy in the sense that it opens a popup window in which you then have to search and those are just too many steps in order for the agent to be attracted into using the canned answers. If it doesn't work 100% user satisfactory the agents will simply not use them and type all the text every time.
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1377
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: COMPLETE - Agent IM Chat functionality

Postby williamconley » Wed Dec 21, 2016 2:15 am

So a "tooltip" solution, then? I've done that a few times in situations like this. No actual popup, but you can see what you want to see easily.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
Posts: 20271
Joined: Wed Oct 31, 2007 4:17 pm
Location: Davenport, FL (By Disney!)

Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Thu Dec 22, 2016 6:56 am

Yes, tooltip would be a good solution!
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1377
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: COMPLETE - Agent IM Chat functionality

Postby SBabludeva » Fri Jul 12, 2019 3:23 pm

Hi guys, i need few suggestion about chat in the dialer
(1) how can i disable agents reply permanently?, I can see only temporary option to stop agents reply, once i refresh the chat url the agents reply will enable automatically.
(2) how can i disable agent to customer chat?, when i allow chat as 1 and set timeout in 120s the chat internal and chat customer is available in agent login screen but we want only internal chat, we don't like to disturbing customers by chat, so what do i do now.

Help us.
vicibox_v8.1.2_4.4.179-99-default
VERSION: 2.14-710a
BUILD: 190530-1715
© 2019 ViciDial Group
Asterisk 13.24.1-vici
mysql Ver 15.1 Distrib 10.2.24-MariaDB
SBabludeva
 
Posts: 30
Joined: Mon Sep 03, 2018 1:15 pm

Re: COMPLETE - Agent IM Chat functionality

Postby williamconley » Fri Jul 12, 2019 4:00 pm

SBabludeva wrote:Hi guys, i need few suggestion about chat in the dialer
(1) how can i disable agents reply permanently?, I can see only temporary option to stop agents reply, once i refresh the chat url the agents reply will enable automatically.
(2) how can i disable agent to customer chat?, when i allow chat as 1 and set timeout in 120s the chat internal and chat customer is available in agent login screen but we want only internal chat, we don't like to disturbing customers by chat, so what do i do now.

Help us.

Sounds like you may need to sponsor a couple upgrades. Remember that the sponsor sets the standard for what's required. If those were not built in, there's a reason: someone didn't want to pay for them.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
Posts: 20271
Joined: Wed Oct 31, 2007 4:17 pm
Location: Davenport, FL (By Disney!)

Previous

Return to Projects

Who is online

Users browsing this forum: No registered users and 4 guests