COMPLETE - Agent IM Chat functionality

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Wed Dec 16, 2015 6:29 am

That is a valid point, but I see that you haven't added an Issue Tracker ticket on this yet :)
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Wed Dec 16, 2015 11:02 am

The Inbound Chat Report has been added to svn/trunk as of this morning.
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Re: COMPLETE - Agent IM Chat functionality

Postby ClearCall » Wed Dec 16, 2015 2:48 pm

mflorell wrote:That is a valid point, but I see that you haven't added an Issue Tracker ticket on this yet :)

http://www.vicidial.org/VICIDIALmantis/view.php?id=904
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Thu Dec 17, 2015 4:20 am

Thank you Clearcall :-)
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Fri Dec 18, 2015 8:49 am

Changed some code yesterday to allow for easier Customer Chat setup with a fixed in-group:

If you want to link to chat with a specific in-group, you can use a link like this,
http://192.168.1.2/chat_customer/custom ... d=TESTCHAT

If you want to put a chat page within your own IFRAME and use a specific in-group, you can use a URL like this,
http://192.168.1.2/chat_customer/vicidi ... d=TESTCHAT
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Re: COMPLETE - Agent IM Chat functionality

Postby Nefariousparity » Fri Dec 18, 2015 2:35 pm

Wait so let me get this right? I can turn chat on now and it works?
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Fri Dec 18, 2015 3:46 pm

yes? .......
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Fri Dec 18, 2015 4:31 pm

Yes, chat is fully functional, although I have been making some changes that won't be posted until the weekend to allow for dynamic languages and some other fixes.
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Sat Dec 19, 2015 2:37 am

Matt, do you have clients who are using the customer chat on their websites already?
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Sat Dec 19, 2015 7:05 am

Yes we do have clients that are already using chat. We have one client on Vicihost that has been waiting for it for a couple months, and we upgraded them right away and they started using it right away.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Sat Dec 19, 2015 5:17 pm

I just committed several security fixes as well as dynamic language ability for all chat functions to svn/trunk.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Sat Dec 19, 2015 11:02 pm

I just committed updated Spanish and Japanese agent translations and custom language images, including chat features.
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Sun Dec 20, 2015 7:52 am

mflorell wrote:Yes we do have clients that are already using chat. We have one client on Vicihost that has been waiting for it for a couple months, and we upgraded them right away and they started using it right away.


Is it possible to share their chat page URL? I'd be curious to see how it looks on their website.
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Sun Dec 20, 2015 8:13 am

Since what they are using now is the first revision and it is not very secure, I'd rather not expose their URL publicly. I just did a full security audit on the chat_customer code and fixed quite a few holes in it yesterday in svn/trunk.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Sun Dec 20, 2015 11:22 am

Just committed some logging fixes for the chat functionality to svn/trunk.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Mon Dec 21, 2015 7:54 am

Just made some changes in svn/trunk to Chat In-Group Modify page, noted Next Agent Call is non-functional and changed the Download link to a live link to the Customer Chat page for this in-group.
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Re: COMPLETE - Agent IM Chat functionality

Postby Herozs » Wed Dec 23, 2015 8:02 am

Great! Keep up the good work!
I wonder if you could give us an insight into your plans concerning the future of your project?
banking crm - next gen solution for banking, real estate and e-commerce needs
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Re: COMPLETE - Agent IM Chat functionality

Postby areon » Tue Dec 29, 2015 10:39 am

Hi all!
Can you tell me please how to run a custom chat? I have just a white screen.
My URL: http://server/chat_customer/vicidial_ch ... =join_chat
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Tue Dec 29, 2015 11:30 am

areon, you need to put your real web server in that url, not leave it as "server".
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Re: COMPLETE - Agent IM Chat functionality

Postby areon » Wed Dec 30, 2015 3:18 am

Matt, please do not hold me for a fool. Of course, I put a real server (192.168.3.122). That's my real URL:

http://192.168.3.122/chat_customer/vici ... =join_chat

White screen. Only white screen.
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Wed Dec 30, 2015 4:57 am

Does the internal chat work for you? Tell us all the settings you have configured.
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby areon » Wed Dec 30, 2015 5:26 am

dspaan, yes, internal chat work great, no problem!
Which settings you need from me?
My config:
1) VERSION OF VICIDIAL
VERSION: 2.12-523a
2) LOADAVG
0-5%
3) SERVER SPECS
RAM-2GB/HDD 40G/1CPU – 1GHZ
4) CODECS USED
ULAW,ALAW,GSM
5) VOIP OR PSTN
Sip trunk
6) OS
CENTOS 6.6 -2.6.32-504.30.3.EL6.X86_64
ALL IN ONE SERVER.
Install Method = Manual by striker24x7.blogspot
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Wed Dec 30, 2015 5:32 am

I mean the specific changes you made to configure chat. I recommend checking the apache error log after you see that white page.
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Wed Dec 30, 2015 7:58 am

We have made many changes and fixes to chat since the version you are running, so I would suggest upgrading to the latest svn/trunk.

As for your issue, after upgrading, try this link only and see if it works,
http://192.168.3.122/chat_customer/vici ... atCustomer


Also, dspaan's suggestion of looking in the apache error_log is a good one as well.
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Re: COMPLETE - Agent IM Chat functionality

Postby rrb555 » Sun Jan 03, 2016 7:16 pm

Thank you very much for this Matt, It is working just great!

One quick question though, I can see that a status of Call Hungup is displayed on the top right hand side of the screen. Im just wondering why or any purpose for this?

thanks
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Sun Jan 03, 2016 8:26 pm

That just means that it's not a phone call. That might be something we will look into changing in the future for chats and emails.
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Re: COMPLETE - Agent IM Chat functionality

Postby rrb555 » Sun Jan 03, 2016 8:32 pm

i see, you may also like to
1. disable the Park Call and Transfer-Conf buttons as they are clickable when an agent receives a chat.
2. end the chat session after customer ends the chat, or change the status in real time report of the agent after the customer ends the chat to maybe ' Agent on a dead Chatting'
3. remove the recording when agent receives chat, it is enables by default i think since agent chat is like an ingroup.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Sun Jan 03, 2016 10:13 pm

1 and 2 and good ideas, we'll look into those.

As for #3, we actually have clients that wanted to hear their agents when they work emails, so we left recordings active for chat by default as well, that probably won't change by default.
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Re: COMPLETE - Agent IM Chat functionality

Postby rrb555 » Mon Jan 04, 2016 1:30 am

Create also maybe a group chat function as I can see that it is only an individual chat. agents and supervisors sometimes uses this group chat to get their updates with what they are working on.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Mon Jan 04, 2016 8:05 am

As it is now, a manager can send a broadcast chat to multiple logged-in agents with a single button click. We have not considered having multi-member chat sessions, this would be much more complex, but is probably possible at some point.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Mon Jan 04, 2016 2:14 pm

Just committed some code to svn/trunk to detect a dead customer chat and log it properly. Will also work in real-time report and the Non-Agent API functions that show agent status.
Also included are agent screen images for LIVE CHAT, CHAT HANGUP and LIVE EMAIL.
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Mon Jan 04, 2016 2:57 pm

Thanks Matt.

What bothers me is the look and feel. The chat works fine. I suppose it won't be as advanced as chat software like Openfire that has been out there for years but it's great that ViCidial has this possibility now. Especially internal chat is very useful in all cases i'd say.

But the big problem remains is that the entire interface looks so damn old fashioned and plain ugly. I have demo'd ViCidial to a lot of clients and even though the software works 100% a lot of managers choose other software over ViCidial (and pay double) just because it looks so old school.

It's the same with this custom chat module, i can't really demo this because i looks so silly compared to the slick chat solutions that are already out there. Just like there is a translation system now would it not be cool if people could design skins for Vicidial? Or if that's too complex maybe just do a contest where a few graphic designers can create new slick designs for the portions of vicidial that really impact the manager interaction side: Reports, Live chat, the agent screen, the realtime screen.

It's so frustrating to lose clients over other software solutions which cost more, offer the same functionality but are only better looking....
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Mon Jan 04, 2016 5:47 pm

The issue with changing the agent screen design is the sheer amount of work it takes to do it. There are over 100 spans in the vicidial.php code, and hundreds of buttons and other images have been created that would all have to be redone if the interface is changed significantly, and nobody wants to pay for those changes to be made. I think we've quoted $17,000 to do this a few times before based on an estimate of 100 hours to complete the work.

The issue with designs we've received from graphic artists is that they are usually designed for very large desktops, usually a minimum of 1600x1200. We even received a design that was for dual-monitors that was over 2400 pixels wide. Because of the large number of clients that we have that are on agent machines with a low maximum resolution, we have set our minimum design standards at 1024x768 and we have yet to receive a functional design that will fit within that.

We are certainly open to a redesign, but since it will have to be unpaid, it will be a while before it happens. For example, chat was unpaid and it took over 20 months to complete :)
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Re: COMPLETE - Agent IM Chat functionality

Postby dspaan » Tue Jan 05, 2016 1:01 pm

I agree that 1024x768 is best, a lot of big older callcenters still have a lot of monitors with this resolution.

Perhaps you could write a guide so community members like me could help to do parts of this project. For instance i would gladly help with the buttons. But we'd have to agree on a button design and method first. Personally the twitter bootstrap buttons look fine to me, simple, clean and modern.

The current reports could easily be pimped if the font type and size was changed and the ------+------ rows would be replaced.
Regards, Dennis

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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Tue Jan 05, 2016 1:47 pm

This discussion is probably something that should be moved to a new topic under Development...
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Wed Jan 06, 2016 10:32 pm

I just modified the agent screen to disable the park/transfer buttons while Chat and Email handling.
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Fri Jan 08, 2016 9:29 pm

I just added available_agents and status_link button options as well as validation of active in-group to the chat_customer screen.

What the buttons look like:
Image
Image
Image
Image
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Re: COMPLETE - Agent IM Chat functionality

Postby Arative » Tue Jan 12, 2016 11:40 am

Does this allow chat sessions to be recorded and archived?
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Re: COMPLETE - Agent IM Chat functionality

Postby mflorell » Tue Jan 12, 2016 1:22 pm

All chat text is logged in the database, and you can search it using the chat report in Admin Utilities.
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Re: COMPLETE - Agent IM Chat functionality

Postby ClearCall » Wed Jan 20, 2016 2:11 pm

I have done quite a bit of testing and have four comments:
1. New leads were not being entered into my list. I added code to set the $default_list_id and put this in the tracker (0000915).
2. I added Email as an optional field in my first screen as people may be more willing to provide email rather than Phone.
3. When the chat session is ended, the message history is cleared completely. It would be useful if the message about the session ending appeared below the last message in case either party needs to get some information or wants to copy and paste to save or email the transcript.
4. It would be useful if the agents could see the phone number (and email in my case) that the customer entered at the first screen so they don't ask the customer for information that was already provided; they would be confirming instead of asking.
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