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Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 16, 2015 6:29 am
by mflorell
That is a valid point, but I see that you haven't added an Issue Tracker ticket on this yet :)

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 16, 2015 11:02 am
by mflorell
The Inbound Chat Report has been added to svn/trunk as of this morning.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 16, 2015 2:48 pm
by ClearCall
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

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Thu Dec 17, 2015 4:20 am
by dspaan
Thank you Clearcall :-)

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Fri Dec 18, 2015 8:49 am
by mflorell
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

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Fri Dec 18, 2015 2:35 pm
by Nefariousparity
Wait so let me get this right? I can turn chat on now and it works?

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Fri Dec 18, 2015 3:46 pm
by dspaan
yes? .......

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Fri Dec 18, 2015 4:31 pm
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sat Dec 19, 2015 2:37 am
by dspaan
Matt, do you have clients who are using the customer chat on their websites already?

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sat Dec 19, 2015 7:05 am
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sat Dec 19, 2015 5:17 pm
by mflorell
I just committed several security fixes as well as dynamic language ability for all chat functions to svn/trunk.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sat Dec 19, 2015 11:02 pm
by mflorell
I just committed updated Spanish and Japanese agent translations and custom language images, including chat features.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sun Dec 20, 2015 7:52 am
by dspaan
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sun Dec 20, 2015 8:13 am
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sun Dec 20, 2015 11:22 am
by mflorell
Just committed some logging fixes for the chat functionality to svn/trunk.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Mon Dec 21, 2015 7:54 am
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 23, 2015 8:02 am
by Herozs
Great! Keep up the good work!
I wonder if you could give us an insight into your plans concerning the future of your project?

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Tue Dec 29, 2015 10:39 am
by areon
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

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Tue Dec 29, 2015 11:30 am
by mflorell
areon, you need to put your real web server in that url, not leave it as "server".

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 30, 2015 3:18 am
by areon
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 30, 2015 4:57 am
by dspaan
Does the internal chat work for you? Tell us all the settings you have configured.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 30, 2015 5:26 am
by areon
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

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 30, 2015 5:32 am
by dspaan
I mean the specific changes you made to configure chat. I recommend checking the apache error log after you see that white page.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Dec 30, 2015 7:58 am
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sun Jan 03, 2016 7:16 pm
by rrb555
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

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sun Jan 03, 2016 8:26 pm
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sun Jan 03, 2016 8:32 pm
by rrb555
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Sun Jan 03, 2016 10:13 pm
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Mon Jan 04, 2016 1:30 am
by rrb555
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Mon Jan 04, 2016 8:05 am
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Mon Jan 04, 2016 2:14 pm
by mflorell
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Mon Jan 04, 2016 2:57 pm
by dspaan
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....

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Mon Jan 04, 2016 5:47 pm
by mflorell
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 :)

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Tue Jan 05, 2016 1:01 pm
by dspaan
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.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Tue Jan 05, 2016 1:47 pm
by mflorell
This discussion is probably something that should be moved to a new topic under Development...

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Jan 06, 2016 10:32 pm
by mflorell
I just modified the agent screen to disable the park/transfer buttons while Chat and Email handling.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Fri Jan 08, 2016 9:29 pm
by mflorell
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

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Tue Jan 12, 2016 11:40 am
by Arative
Does this allow chat sessions to be recorded and archived?

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Tue Jan 12, 2016 1:22 pm
by mflorell
All chat text is logged in the database, and you can search it using the chat report in Admin Utilities.

Re: COMPLETE - Agent IM Chat functionality

PostPosted: Wed Jan 20, 2016 2:11 pm
by ClearCall
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.