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COMPLETE - Agent IM Chat functionality

PostPosted: Tue Aug 04, 2009 6:30 am
by mflorell
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

PostPosted: Tue Aug 04, 2009 6:34 am
by Trying
$100 from me.

PostPosted: Tue Nov 10, 2009 3:35 pm
by gmcust3
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.

very interested

PostPosted: Tue Jan 04, 2011 4:29 am
by vasix
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

PostPosted: Tue Jan 04, 2011 7:20 am
by mflorell
$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.

PostPosted: Tue Jan 04, 2011 12:01 pm
by Trying
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.

PostPosted: Tue Jan 04, 2011 12:17 pm
by williamconley
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.

PostPosted: Tue Jan 04, 2011 12:56 pm
by mflorell
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.

PostPosted: Sun Aug 14, 2011 8:31 pm
by pborm
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...

PostPosted: Sun Aug 14, 2011 9:23 pm
by mflorell
Please contact sales@vicidial.com to move forward with this.

PostPosted: Sun Aug 14, 2011 10:09 pm
by gmcust3
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.

PostPosted: Sun Aug 14, 2011 10:14 pm
by mflorell
It's a separate application, not tied into vicidial like this project is designed to be.

PostPosted: Mon Aug 15, 2011 5:59 am
by Trying
Please let me know when you start with the project Matt so that I can pay my promised $100 :D

PostPosted: Mon Aug 22, 2011 6:48 am
by dspaan
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 :)

PostPosted: Mon Aug 22, 2011 6:50 am
by Trying
I think Matt is planning for that:

3. Restrictions by user group on who can message whom

PostPosted: Sun Jan 29, 2012 10:59 am
by Trying
I remember somebody committed to pay for the IM feature. Did that ever happen?

PostPosted: Sun Jan 29, 2012 1:51 pm
by mflorell
No, nobody has committed to fully fund IM development.

PostPosted: Sun Jan 29, 2012 6:21 pm
by williamconley
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.

PostPosted: Sat Feb 18, 2012 1:23 am
by Trying
I will sponsor $1 000 in total. Come on the rest of you! Contribute towards this awesome feature!

PostPosted: Fri Mar 30, 2012 5:02 pm
by Acidshock
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.

PostPosted: Sat Mar 31, 2012 4:23 pm
by mflorell
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.

PostPosted: Sun Apr 01, 2012 7:35 am
by bghayad
How much now "the needed money" it is remaining to get this feature working?

Regards
Bilal

PostPosted: Sun Apr 01, 2012 8:54 am
by mflorell
Looks like $6200 more is needed before we can start work.

PostPosted: Mon Apr 02, 2012 9:34 pm
by Acidshock
I was thinking rather than full integration just implement it in a similar fashion of the web phones

PostPosted: Tue Apr 03, 2012 6:24 am
by mflorell
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.

PostPosted: Thu Apr 12, 2012 2:42 pm
by bghayad
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

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Mon Dec 24, 2012 2:30 am
by sunnyfun1987
Pls send me the code of this project

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Mon Dec 24, 2012 6:09 am
by Trying
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.

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Thu Feb 28, 2013 11:56 am
by adam.greenhalgh1
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!

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Thu Feb 28, 2013 12:02 pm
by Trying
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. :)

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Thu Feb 28, 2013 12:30 pm
by williamconley
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

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Thu Feb 28, 2013 6:32 pm
by mflorell
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.

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Fri Mar 01, 2013 3:05 am
by Trying
:D NICE!!

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Wed Mar 06, 2013 6:40 am
by bghayad
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

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Wed Mar 06, 2013 7:15 am
by mflorell
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.

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Wed Mar 06, 2013 7:18 am
by Trying
8) And Vicidial continues down the path of becoming one of the very best out there!

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Wed Mar 06, 2013 5:38 pm
by williamconley
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-)

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Sun Jun 23, 2013 5:50 pm
by Nefariousparity
What is the status on Chat in ViciBOX?

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Mon Jun 24, 2013 6:37 am
by mflorell
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.

Re: BOUNTY - Agent IM Chat functionality

PostPosted: Thu Jul 25, 2013 1:20 pm
by dspaan
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?