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Using OCS/MOC for an IM-based helpdesk RRS feed

  • Question

  • We would like company users to be able to contact the helpdesk via IM.  The chat content would be used to create the ticket in our system.  We were thinking that we could have multple helpdesk technicians logged in to CWA as a single "helpdesk" user.  Then the tech who answers the IM established the session.  However what we are finding is that if 2 (or more) techs answer simulataneously, one tech gets the session while the other waits for a response but has no indication that they did not establish a session.

    It would be even nicer if we could route the IM in a round-robin or simultaneous ACD-type situation.  However, RGS is only used for voice.

    Without doing any custom development, does anyone have any experience setting up this type of workflow.  Or any type of MOC helpdesk workflow.
    Wednesday, June 10, 2009 3:07 PM

All replies

  • There's not really any way to set this kind of thing up without some custom development.  You could do something with UCMA that receives the IM, creates the ticket, and then seeks out available users, but that means a lot of custom development (essentially duplicating what Response Groups already does).

    The situation you're describing is something that my company actually supports though.  We're a contact center vendor (CompuerTalk http://www.computer-talk.com), and we've been supporting OCS IM for a few years now.  The way it works is that you can use our graphical workflow editor to define self-service treatment for an IM session, which can present menus and collect data in the same way a speech or DTMF IVR can over the phone.  Then we can use ACD or skills based routing to direct IM sessions to users who are defined as agents.  Users who want to initiate sessions with the queue send a message to a generic queue account (e.g. "Tech Support"), and agents log in using theor own OCS accounts.  This has the added benefit of shielding the identity of the tech from the user who initiated the conversation, since they see that they're talking with "Tech Support" vs the actual tech ID.  We actually just had a case study published on this solution at http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000004304 .

    Anyway, the short answer is that there's not really any way to do what you're looking for without some custom development or third party solution.  Just out of curiosity, have you already got any sort of ACD platform in place for your help desk, or are you using response groups for it? 
    Wednesday, June 10, 2009 6:33 PM