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OCS 2007 & Help Desk App RRS feed

  • Question

  • I am wondering if OCS 2007 can be customized to support a help desk type IM solution.  

     

    Basically, we want IM to work like normal, but we would like to add IM help desk functionality.  Basically a user would go to a webpage, generate a chat session, and the request would be sent to a list of authorized internal users (I'm guessing a distribution group).  Then the internal user could answer the external user. 

     

    I am pretty sure this doesn't exist out of the box.  Is there an add-on?  (Modification for Communicator Web Client?)

     

    Third-party product?

     

    Thanks,

     

    Keenan

    Wednesday, May 30, 2007 9:28 PM

Answers

All replies

  • There are very few limitations on what you can customize using the APIs - I know other companies that deployed an appliction similar to what you described.  CWA wouldn't work because the user would have to logon to the CWA client, and external users wouldn't have credentials to do this.  You'll definitely need to custom develop this.  The best places to start are the SDK and the API references.

     

    SDK: http://www.microsoft.com/downloads/details.aspx?FamilyId=0A3E2593-5812-4BF5-A554-3215CBBA587A&displaylang=en

    Developer Resources (including API references): http://msdn2.microsoft.com/en-us/office/aa905500.aspx

     

    Z

    Thursday, May 31, 2007 1:19 AM
    Moderator
  • I have the same goal. Need to have external users start chat sessions with OCS enabled users on our network via a web page.

     

    I am looking through APIs, but I'm still not sure how to have an external user start a chat with an OSC user without being logged into OCS first? Isn't that a requirement? I am thinking of using a generic user for such purpose, but can I have the same user logged in to OCS from different places the same time and conduct different chat sessions? I thought there were restrictions on that.

     

    Are there any other ways around the above?

     

    Thanks,

     

    Mark

     

    Tuesday, December 4, 2007 8:55 PM
  • I have been able to have a user logged into OCS more than once. In order for this to work you need a SIP URI on the external side of this. You could use a pool of users or use a single AD Enabled user.

     

     

    I would have your web page interact with a web service that would be use to send and receive IM messages. Ajax API is another possibility for  you as well.

     

    Keith Kabza OCS-MVP

    http://www.ocsmvp.com

     

     

    Thursday, December 6, 2007 6:04 PM