topic This might be possible in Collaboration Applications

Jabber use as helpdesk client

justin.gaither1 — Mon, 18 Mar 2019 00:45:09 GMT

Does anyone have any experience (if Jabber can) using Jabber as a one to many helpdesk tool? Or using the Contact Center Enterprise? Or possibly a 3rd party vendor that integrates with Jabber for this functionality?

The scenario Im looking at is:

User 1 says help and helpdesk associate 1 answers

User 2 says help and helpdesk associate 2 answers.

If associate 1 is not available then, it would "round robin" to associate 2, associate 3, so on and so forth

Does this make sense? Looking for a swift response as this is an ongoing project that is hindering my jabber trainings until we know if we can support this.

You can use Jabber with

Md Hasan — Tue, 22 Dec 2015 16:47:28 GMT

You can use Jabber with logging into hunt group and create hunt pilot and line group to get the functionality.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/11_0/CJAB_BK_D657A25F_00_deployment-installation-guide-jabber-110/CJAB_BK_D657A25F_00_deployment-installation-guide-jabber-110_chapter_01110.html#JABW_RF_H9935755_00

But Cisco Attendant Console Standard might be better suited (does not require any Windows server, its just a software installed on an Operators PC that talks to directly to call manager)

http://www.cisco.com/c/en/us/products/collateral/unified-communications/unified-attendant-console/datasheet-c78-731866.html

Does this only pertain to

justin.gaither1 — Tue, 22 Dec 2015 17:08:45 GMT

Does this only pertain to voice or does this work for the instant messaging routing? I wasnt very clear but we want to be able to route instant messages in the format listed above.

This might be possible

Jaime Valencia — Tue, 22 Dec 2015 18:13:54 GMT

This *might* be possible using UCC, but this is not an out of the box feature of Jabber or IM&P.

Can you maybe expound on that

justin.gaither1 — Tue, 22 Dec 2015 19:37:37 GMT

Can you maybe expound on that javalenc