[38167] in Resnet-Forum
Re: Chat Support
daemon@ATHENA.MIT.EDU (Andy Voelker)
Thu Apr 4 15:22:44 2013
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Date: Thu, 4 Apr 2013 15:22:20 -0400
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From: Andy Voelker <avoelker@email.wcu.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <1205375839597295.WA.lfrerichs1unl.edu@listserv.nd.edu>
We do not have chat support at all at WCU, but we have been looking in to it. Thanks to everyone for the replies.
We did pilot a chat server called Openfire. It is based on XMPP/Jabber (open source chat protocol that Google Chat uses). It is very easy to run and comes bundled with the Spark and SparkWeb clients. These are pretty well featured clients that use SSL for everything. Overall I have been really impressed with the package. There is a plugin called FastPath that can be used to allow for unregistered users to get dumped in to chat queues for support type situations, all from within a web page. It is a pretty slick system that will pass the client to another person if they do not respond or drop off. It allows session transfers, group chats, canned messages, all kinds of goodies. Even a "We're closed right now, try again later, and here is a web page with our FAQs" message for when no one is available or you are closed. The server is pretty lightweight and stable. We've been running it for inter-office communications for over two years. Not as integration rich as Lync,!
but it does have the plugin for external communications.
www.igniterealtime.org
-- Andy Voelker
Manager of Student Computing in the Technology Commons
WCU Staff Senator, UNC Staff Assembly
Western Carolina University
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Loren Frerichs
Sent: Thursday, April 04, 2013 2:09 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Chat Support
UNL has incorporated chat into the template for campus web pages. I do not think our Help Center or ResNet are using it but it is staffed 24 hours by the staff manning the campus information number. The group that has good success with it is Graduate Studies Admissions office as many prospective graduate students have a language barrier or phone international phone charges. Information about our chat system is at http://ucommchat.unl.edu/faq
Loren
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