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    Hi,

    This time I'd like to know if there's any possibility to forward IM from an user to another.

    I'd like to activate our technical support e-mail address for OCS, and forward all IMs to a real user. Is it possible, without having to create a distribution group for technical support, and adding the user in it?

    Thanks.

    Thursday, May 29, 2008 1:16 PM

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    You may want to look into the Archving server and see if there is anyway to get that functionailty setup.

     

    I suppose you could setup client-side mail rules in Outlook that look for IM conservations and forward them automatically to the tech support address, assuming no one currently emails conversations to themselves for history.  Otherwise teach users to email themselves the current conversation history and forward it on manually.

     

    The size (in # of users) of your environment would decide if the above suggestion is doable or improbable.

     

    Thursday, May 29, 2008 1:46 PM
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    You can definitely create an application based on the OCS APIs to perform the type of forwarding you are looking for.  You would basically have a help desk bot that would channel the conversation between the end user and the hidden help desk user.
    Thursday, May 29, 2008 2:37 PM
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    First, to make it clear, I use a SE server, with no other deployed role.

    I'm just dealing with IM, not e-mails. Members of the tech support already receive e-mails sent to the support address, by adding the tech support mailbox in Outlook.

    What I want to do with MOC is the same. I want the tech support to be able to receive IM sent to the tech support contact on their communicator. The tech support "user" is never used to login.

    The easiest way should be a distribution group, I know it, but i cannot do it.

    Thursday, May 29, 2008 2:52 PM
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    Thanks Mike. I hadn't thought about bots. I think it's a great idea.

    Do you know any bots created for OCS? Some tutorials?

    Thursday, May 29, 2008 3:00 PM
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    I've been involved in bot creation for various customers but I can't share any of the code.  The SDK has some examples, but none that are as complex as you would need for your purposes.  All the APIs are documented on MSDN.
    Thursday, May 29, 2008 4:07 PM
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    That's ok, I stumbled upon this blog:

    http://blogs.msdn.com/jcalev/archive/2007/05/08/introduction-to-the-ucma-api-part-2-constructing-our-client.aspx

    Friday, May 30, 2008 9:42 AM
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    Hi,

    I'm currently having a hard time dealing with UCMA. Even with Joe Calev's blog or MSDN documentation, the API isn't well documented, and no example try to keep it simple: all examples use GUI, or do far much than what I want to do.

    I'd just like to understand the way the API works, but as I'm not that great of a developer, it will take me ages to do so.

    Are they any other ways to do what I asked?

     

    Thanks.

    Wednesday, June 4, 2008 12:54 PM
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    Hi,

    there is a much more easy way to distribute the IM to another user. We did this to integrate OCS IM capabilities with a CallCenter application. The first prototype is working and we can deliver IM based on information in the CallCenter Application.

    The hole Programm is based on OCS Server API with Manifest and .NET C# Code. It is not very well documented either, but it is not that huge as UCMA! With OCS Server API you will be able to catch SIP messages directly on the OCS SE Server. And then redirect it to who you want. If you do not have any intelligence in call routing it should be possible to do it with just a manifest.

    There will be some problem with PIC on your heldesk account. But I think you will not use that, do you?

    If you have any questions just ask.

     

    Best

    Philipp

    Tuesday, August 12, 2008 7:28 PM