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<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>Hi Carlos,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>This is the first of 3 issues with any
non telephony agent ‘interaction’ technology (be it chat or efax or
other interaction channel).<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>1….how do I know the agent isn’t
on a call.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>2….how do I route a chat to ‘qualified’
agents<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>3….how do I distribute inbound
chats to multiple qualified agents on a rotating round robin basis.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>There are simple ways to solve and
technical ways to solve.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>The easiest is you have 1 agent available
at her desk but not logged into the telephony queue all day and she just
answers inbound chats that day.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>The next harder way is – when an
agent receives a chat you build an api to let the queue know that they agent is
on a web chat (hard depending on what chat application you are running –
though asterisk has the api’s for busy agent).<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'>Problems 2 and 3 involve commercial chat
applications and are beyond the scope of this discussion but that should give
you a start.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:black'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=3 color=black face="Times New Roman"><span style='font-size:12.0pt;
color:black'> <o:p></o:p></span></font></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:black'>Regards,</span></font><font size=2 color=black face=Arial><span
lang=EN-AU style='font-size:10.0pt;font-family:Arial;color:black'><o:p></o:p></span></font></p>
<div>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:black'>Dean Collins<br>
Cognation Pty Ltd<br>
<a href="mailto:dean@cognation.net"
title="blocked::mailto:dean@cognation.net mailto:dean@cognation.net">dean@cognation.net</a> <br>
<u1:DIAL u2:st="on"><st1:dial w:st="on">+1-212-203-4357</st1:dial><br>
</u1:DIAL><u1:DIAL u2:st="on"><st1:dial w:st="on">+61-2-9016-5642</u1:DIAL></st1:dial>
(<u3:CITY u2:st="on"><u3:PLACE u2:st="on"><st2:City w:st="on"><u4:City u5:st="on"><u4:place u5:st="on"><st2:place
w:st="on">Sydney</u4:place></u4:City></u3:PLACE></u3:CITY></st2:place></st2:City>
in-dial).</span></font><font color=black><span style='color:black'> </span><o:p></o:p></font></p>
</div>
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<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> asterisk-dev-bounces@lists.digium.com
[mailto:asterisk-dev-bounces@lists.digium.com] <b><span style='font-weight:
bold'>On Behalf Of </span></b>Carlos Carvalhar<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, 11 March 2008 3:03
PM<br>
<b><span style='font-weight:bold'>To:</span></b> 'Asterisk Developers Mailing
List'<br>
<b><span style='font-weight:bold'>Subject:</span></b> [asterisk-dev] RES: live
chat with asterisk</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Hey,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Sorry for the ignorance but I’m a
newbie about asterisk…<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>At my work, there is a call center using
asterisk to control the queue of the clients already. This part is ok.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>But now I need to make a chat room at the
site and someone of the call center will need to answer that client.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>So my doubt is how to implement a solution
that identifies an operator who is free and put him to talk by chat and then
make him busy to phone calls.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>After the web chat is finished, the
operator turns automatically free again.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>I’m not sure, but for what I want do
I need a ToIP?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Carlos<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span lang=PT-BR style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span lang=PT-BR
style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>De:</span></font></b><font
size=2 face=Tahoma><span lang=PT-BR style='font-size:10.0pt;font-family:Tahoma'>
asterisk-dev-bounces@lists.digium.com
[mailto:asterisk-dev-bounces@lists.digium.com] <b><span style='font-weight:
bold'>Em nome de </span></b>Gunnar Hellström<br>
<b><span style='font-weight:bold'>Enviada em:</span></b> terça-feira, 11 de
março de 2008 04:03<br>
<b><span style='font-weight:bold'>Para:</span></b> 'Asterisk Developers Mailing
List'<br>
<b><span style='font-weight:bold'>Assunto:</span></b> Re: [asterisk-dev] live
chat with asterisk</span></font><span lang=PT-BR><o:p></o:p></span></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span lang=PT-BR
style='font-size:10.0pt;font-family:Arial;color:blue'>Carlos,</span></font><span
lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span lang=PT-BR
style='font-size:10.0pt;font-family:Arial;color:blue'>There is support for
T.140 real-time text ( RFC 4103 ) in Asterisk.</span></font><span lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span lang=PT-BR
style='font-size:10.0pt;font-family:Arial;color:blue'>It can go with any other
media in a SIP call.</span></font><span lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 color=blue face=Arial><span lang=PT-BR
style='font-size:10.0pt;font-family:Arial;color:blue'>But I am afraid that
meet-me or app-conference do not support it yet.</span></font><span lang=PT-BR><o:p></o:p></span></p>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=2 color=blue face=Arial><span lang=PT-BR
style='font-size:10.0pt;font-family:Arial;color:blue'>It is activated in
sip.conf by:</span></font><span lang=PT-BR><o:p></o:p></span></p>
</div>
<div>
<p class=MsoBodyText style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
6.0pt;margin-left:0in'><font size=3 face=Times><span style='font-size:12.0pt;
font-family:Times'>textsupport=yes<o:p></o:p></span></font></p>
<p class=MsoBodyText style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
6.0pt;margin-left:0in'><font size=3 face=Times><span style='font-size:12.0pt;
font-family:Times'>allow=t140<o:p></o:p></span></font></p>
<p class=MsoBodyText style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
6.0pt;margin-left:0in'><font size=3 face=Times><span style='font-size:12.0pt;
font-family:Times'>allow=red<o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>There was basic T.140 support in Astersik 1.4. But
you would need 1.6 or vidcaps to get a more mature support.</span></font><span
lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>You can use it with clients supporting RFC 4103.
There is a free softphone in the project Tipcon1 in Sourceforge.</span></font><span
lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>Gunnar</span></font><span lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>-------------------------------------------------------------------</span></font><span
lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>Gunnar Hellström</span></font><span lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>Omnitor</span></font><span lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'><a href="mailto:gunnar.hellstrom@omnitor.se">gunnar.hellstrom@omnitor.se</a></span></font><span
lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>Tel: <st1:dial w:st="on">+46708204288</st1:dial></span></font><span
lang=PT-BR><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'><a href="http://www.omnitor.se/">www.omnitor.se</a></span></font><span
lang=PT-BR><o:p></o:p></span></p>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'> <o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'><o:p> </o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span lang=SV style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabIndex=-1>
</span></font></div>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><font size=2 face=Tahoma><span
lang=SV style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:</span></font></b><font
size=2 face=Tahoma><span lang=SV style='font-size:10.0pt;font-family:Tahoma'> asterisk-dev-bounces@lists.digium.com
[mailto:asterisk-dev-bounces@lists.digium.com] <b><span style='font-weight:
bold'>On Behalf Of </span></b>Carlos Carvalhar<br>
<b><span style='font-weight:bold'>Sent:</span></b> Monday, March 10, 2008 9:27
PM<br>
<b><span style='font-weight:bold'>To:</span></b> <st2:PersonName w:st="on">asterisk-dev@lists.digium.com</st2:PersonName><br>
<b><span style='font-weight:bold'>Subject:</span></b> [asterisk-dev] live chat
with asterisk</span></font><span lang=SV><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'>Hello,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span lang=PT-BR style='font-size:
10.0pt;font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>How can I make a live chat (mainly text, but with voice chat
if possible) interacting with asterisk?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Can asterisk control simultaneously the queue between people
calling by phone and people by web chat?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Is there any free solution?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Does MeetMe and app_conference have something about it?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Thanks<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Carlos<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=PT-BR
style='font-size:12.0pt'><br>
<br>
__________ NOD32 2933 (20080310) Information __________<br>
<br>
Detta meddelande dr genomsvkt av NOD32 Antivirus.<br>
<a href="http://www.nod32.com">http://www.nod32.com</a><o:p></o:p></span></font></p>
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