Comments on: Sametime for Customer Chat Support http://itknowledgeexchange.techtarget.com/itanswers/sametime-for-customer-chat-support/ Thu, 23 May 2013 07:35:56 +0000 hourly 1 By: ennova http://itknowledgeexchange.techtarget.com/itanswers/sametime-for-customer-chat-support/#comment-51329 ennova Tue, 29 Jan 2008 17:50:11 +0000 #comment-51329 Rick – once the basic Sametime issues are resolved, you will also need some queuing/routing software that will be able to take your customers requests and find the next available customer service or help desk analyst.

For an example of such a solution for Sametime and other enterprise and public IM systems, take a look at: http://www.vayusphere.com/call_centers.htm

]]> By: ozzy0028 http://itknowledgeexchange.techtarget.com/itanswers/sametime-for-customer-chat-support/#comment-51324 ozzy0028 Tue, 29 Jan 2008 15:16:31 +0000 #comment-51324 One solution may be to use Websphere and an Websphere Application server, this way you would be able to accept conversations from other Im clients, I think asking your customers to use an IBM product would be a mistake.

]]> By: smiley2 http://itknowledgeexchange.techtarget.com/itanswers/sametime-for-customer-chat-support/#comment-51163 smiley2 Thu, 17 Jan 2008 18:32:58 +0000 #comment-51163 I think that if you have utility server licenses, you have free use of the limited facilities and can do some great integration on your web site, especially if you have registered users in a directory. If you are using user cal based licensing then you need a utility server, this allows you to do authenticated user access for an extranet application, amongst various other facilities.

However, as this is a server driven application, I would also think that you would be wdvised to upgrade to 7.5.x or 8.x to gain the benefits which have come through in subsequent releases of sametime and the functions available to developers.

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