COMPLETE - Agent IM Chat functionality

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COMPLETE - Agent IM Chat functionality

Postby mflorell » Tue Aug 04, 2009 6:30 am

Started from this thread:
viewtopic.php?t=549

Goals:
1. Managers send broadcast messages to agents by campaign/in-group/user/user-group
2. Agents send messages to managers and other agents
3. Restrictions by user group on who can message whom
4. Logging of all messages on the system
5. Ability to take web-site based messages from customers as calls within the ViciDial agent screen
6. Interface is entirely web-based and will work through established APIs

Development Stages:
1. Admin interface to view conversations in progress on the system
2. Admin changes to user groups and user details to allow restrictions on messaging
3. Agent screen changes to allow messages to be displayed and different levels of alerts
4. Admin and agent interface to view multiple live conversations at once

Limitations:
1. No multi-user conversations(only 2 users for each conversation, broadcasting manager to group will work though)
2. No interface to other IM protocols(Jabber, AIM, MSNM, YahooMessenger, ICQ, etc...)

Cost:
Estimated 50 hours ($10,000)

UPDATE (2015-12-13):
Development is complete and committed to svn/trunk
http://vicidial.org/docs/CHAT_MESSAGING.txt
Last edited by mflorell on Sat Feb 18, 2012 7:24 am, edited 2 times in total.
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Postby Trying » Tue Aug 04, 2009 6:34 am

$100 from me.
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Postby gmcust3 » Tue Nov 10, 2009 3:35 pm

Just a quick OT ,

Can I insert an AUTO REFRESH script at the bottom of the page which gets data from DB ? Interface can show last 5 message sent by ADMIN.

No Agent to Agent messaging else agent wil keep chatting with themselves and WONT take calls.
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very interested

Postby vasix » Tue Jan 04, 2011 4:29 am

Hi Matt

I am very interested about this feature.
Can you please make a quotation for inbound emails also?
I want to know if 7200$ for chat is still available as offer and how much more is needed for email support also.
For chat you estimated around 40 hours of coding, can you please spread them by working days? I suppose you will not work 8 hours per day on this project...
Last, if we sponsor this project I want to know if it is possible to add a "sponsored by" logo for this feature or to keep it private otherwise.

Best regards,
Vasix
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Postby mflorell » Tue Jan 04, 2011 7:20 am

$7100 is still needed before work can start on IM chat. As for email, you would need to provide a full list of features that you would expect to be in the new feature before I could quote hours.
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Postby Trying » Tue Jan 04, 2011 12:01 pm

Why would you want to keep it private? When I sponsor features or have them developed by somebody else I make sure it is made available to everyone. Isn't that the spirit of open source? The community pull together to make the project better. Just my two cents.
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Postby williamconley » Tue Jan 04, 2011 12:17 pm

When it's your money, you call the shots. If your competition uses Vicidial and so do you, do you REALLY want to pay $7k to improve the software for your competition? Doesn't sound fair to me.
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Postby mflorell » Tue Jan 04, 2011 12:56 pm

We do not put "sponsored by" logos in ViciDial. Any quotes assume full code release through the AGPLv2 license. If you want locked code we triple the price. If it is a truly custom solution that holds no value to the project, or requires security integration we will not charge triple for the development and we will not release the code.
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Postby pborm » Sun Aug 14, 2011 8:31 pm

Hi there, is this still available to do? My firm would be interested in paying the $7,200 or so to get the instant messaging and chat feature going...
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Postby mflorell » Sun Aug 14, 2011 9:23 pm

Please contact sales@vicidial.com to move forward with this.
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Postby gmcust3 » Sun Aug 14, 2011 10:09 pm

I guess GoautoDial has got this Chat feature ?

May be I am wrong.. But I saw a folder as Chat but No idea whether its active or not.
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Postby mflorell » Sun Aug 14, 2011 10:14 pm

It's a separate application, not tied into vicidial like this project is designed to be.
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Postby Trying » Mon Aug 15, 2011 5:59 am

Please let me know when you start with the project Matt so that I can pay my promised $100 :D
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Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
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Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
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Postby dspaan » Mon Aug 22, 2011 6:48 am

We currently use a chat program for communication between agents and supervisors. I would recommend implementing a limitation so agents cannot chat with each other by default. Our experience is that this results in a chat party :)
Regards, Dennis

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Postby Trying » Mon Aug 22, 2011 6:50 am

I think Matt is planning for that:

3. Restrictions by user group on who can message whom
Vicibox Redux 3.1.14 64 bit
Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
Sangoma A102D/E1
Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
No additional software
Trying
 
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Postby Trying » Sun Jan 29, 2012 10:59 am

I remember somebody committed to pay for the IM feature. Did that ever happen?
Vicibox Redux 3.1.14 64 bit
Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
Sangoma A102D/E1
Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
No additional software
Trying
 
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Postby mflorell » Sun Jan 29, 2012 1:51 pm

No, nobody has committed to fully fund IM development.
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Postby williamconley » Sun Jan 29, 2012 6:21 pm

There have been several third parties that have claimed to be adding it or partially added it to older versions ... but nothing on the "official channel" and no apparent successes.
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Postby Trying » Sat Feb 18, 2012 1:23 am

I will sponsor $1 000 in total. Come on the rest of you! Contribute towards this awesome feature!
Vicibox Redux 3.1.14 64 bit
Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
Sangoma A102D/E1
Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
No additional software
Trying
 
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Postby Acidshock » Fri Mar 30, 2012 5:02 pm

This seems a bit like reinventing the wheel. Why not use an OpenFire server and one of the many web based IM packages out there like jwchat and embed it into an iframe or launch a new window? OpenFire provides a real nice admin interface and user monitoring. It can restrict protocols, etc.
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Postby mflorell » Sat Mar 31, 2012 4:23 pm

Integrating group controls, user permissions and logging into Vicidial with those existing packages would actually be a bigger job than just writing the functions into Vicidial, I've looked into that already.
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Postby bghayad » Sun Apr 01, 2012 7:35 am

How much now "the needed money" it is remaining to get this feature working?

Regards
Bilal
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Postby mflorell » Sun Apr 01, 2012 8:54 am

Looks like $6200 more is needed before we can start work.
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Postby Acidshock » Mon Apr 02, 2012 9:34 pm

I was thinking rather than full integration just implement it in a similar fashion of the web phones
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Postby mflorell » Tue Apr 03, 2012 6:24 am

That would certainly be quicker on the development side, but would cause separate administration with no integrated logins or logging of IMs, which is a big down side, especially for larger call centers.
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Postby bghayad » Thu Apr 12, 2012 2:42 pm

gmcust3 wrote:I guess GoautoDial has got this Chat feature ?

May be I am wrong.. But I saw a folder as Chat but No idea whether its active or not.


* What is the name of it at goautodial? Where did u see it?

Regards
Bilal
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Re: BOUNTY - Agent IM Chat functionality

Postby sunnyfun1987 » Mon Dec 24, 2012 2:30 am

Pls send me the code of this project
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Re: BOUNTY - Agent IM Chat functionality

Postby Trying » Mon Dec 24, 2012 6:09 am

LOL! This is a bounty project. Meaning that people need to contribute the money to get it done. If you contribute the outstanding amount I am sure Matt would be happy to do the project and send you the code. Well actually the code would then be on SVN so you can simply just download it.
Vicibox Redux 3.1.14 64 bit
Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
Sangoma A102D/E1
Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
No additional software
Trying
 
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Re: BOUNTY - Agent IM Chat functionality

Postby adam.greenhalgh1 » Thu Feb 28, 2013 11:56 am

Hi there,

Is there any information regarding this feature ?? Last post was last year ;)

Dont get me wrong it was only a few month ago the last message was sent...but Im really interested in this!
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Re: BOUNTY - Agent IM Chat functionality

Postby Trying » Thu Feb 28, 2013 12:02 pm

I am the only one willing to sponsor part of the development. Until more people contribute towards the $7 200 do not expect any news. :)
Vicibox Redux 3.1.14 64 bit
Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
Sangoma A102D/E1
Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
No additional software
Trying
 
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Re: BOUNTY - Agent IM Chat functionality

Postby williamconley » Thu Feb 28, 2013 12:30 pm

There is another thread from someone who has posted an image of a chat in an agent window. No code there, either, but he may be willing to share. And we have two clients who has "almost" paid for it. LOL
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Re: BOUNTY - Agent IM Chat functionality

Postby mflorell » Thu Feb 28, 2013 6:32 pm

We've had about a half-dozen clients that have "almost" paid for it too.

After we complete some PHP cleanup(changing ereg to preg, changing mysql to mysqli), and branching of the 2.6 branch, this is probably the next large unfunded project that we will be working on. If everything keeps going the way it is, we will begin working on this in the summer.
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Re: BOUNTY - Agent IM Chat functionality

Postby Trying » Fri Mar 01, 2013 3:05 am

:D NICE!!
Vicibox Redux 3.1.14 64 bit
Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
Sangoma A102D/E1
Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
No additional software
Trying
 
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Re: BOUNTY - Agent IM Chat functionality

Postby bghayad » Wed Mar 06, 2013 6:40 am

Will it has the ability to integrate with the social media (facebook, twitter, .. etc)?

Another thing, what about emails collaboration? Ability to queue and route emails for agents who are logged in, in this case the agent can handle the chats and the emails and the calls (but with the ability to have settings to control this).

Is it possible to include this? Because emails and chats are related to each other, and the agent should have a single consol to login and handle all of this with the voice calls.

Great efforts and thanks alot.
Regards
Bilal
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Re: BOUNTY - Agent IM Chat functionality

Postby mflorell » Wed Mar 06, 2013 7:15 am

We were not planning any integration with social media, but if someone wanted to sponsor that or contribute that we would consider it.

Yes, agents would be able to handle any combination of calls, emails and IMs just as different in-groups and email groups are handled now.
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Re: BOUNTY - Agent IM Chat functionality

Postby Trying » Wed Mar 06, 2013 7:18 am

8) And Vicidial continues down the path of becoming one of the very best out there!
Vicibox Redux 3.1.14 64 bit
Asterisk: 1.4.39.2-vici | VERSION: 2.8-433a | BUILD: 140411-1434
Sangoma A102D/E1
Servers: 1 x Database; 1 x Web; 6 x Telephony; 2 x Archive
Outbound and blended ratio 3:1 with full voice recording
No additional software
Trying
 
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Re: BOUNTY - Agent IM Chat functionality

Postby williamconley » Wed Mar 06, 2013 5:38 pm

Wait a minute, "one of"? Did I miss something? As far as I can see, there's nobody else on top of this mountain. 8-)
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SugarCRM integration - Customization and Add-ons - We Bring It All Together.
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Re: BOUNTY - Agent IM Chat functionality

Postby Nefariousparity » Sun Jun 23, 2013 5:50 pm

What is the status on Chat in ViciBOX?
|| DB Schema Version: 1460 || Asterisk 11.22.0-vici || BUILD: 160517-1927 ||VERSION: 2.12-557a||SVN: 2539||6xTelephony||1x Database||1x Slave||1x Web||1x Archive||ViciBox v.7.0.3-160505
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Re: BOUNTY - Agent IM Chat functionality

Postby mflorell » Mon Jun 24, 2013 6:37 am

We are finishing with another major project at the moment, but hopefully we will be able to start work on IM/chat in the next couple months.
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Re: BOUNTY - Agent IM Chat functionality

Postby dspaan » Thu Jul 25, 2013 1:20 pm

I've been looking for a chat solution to work alongside with ViCiDial and the best i could find is Openfire + Candy Chat.

http://candy-chat.github.io/candy/

I think Openfire is a no brainer but the reason i thought Candy Chat was the best web based client app:

-No other web based XMPP clients available right now that are still being supported
-It has editable notification sounds so an agent won't miss a chat
-You can use font colors and emoticons

One really big concern would be to disallow agents to chat with each other, i did not figure out how to do that with Openfire yet. We've done experiments with this in the past before and letting agents chat with each other negatively impacts performance. It's too much of a distraction. But i suppose it depends a lot on what kind of projects you are doing and the maturity of the agents.

Anyway i'm looking forward to chat being a integral part of vicidial. I noticed this will be an unfunded project. How much $$$ would be needed to give this some more priority?
Regards, Dennis

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