- This topic has 2 replies, 3 voices, and was last updated 20 years, 8 months ago by
.
-
Posts
-
I have a situation where a client of ours doesn’t want to keep track of the individual screen names of the agents that support him.
He only wants to send an IM to ONE screen name (like HELPME) and have that IM seen by 3 to 4 agents, any combination of which may in turn respond, but again the response will appear to come from the ONE screen name the client initiatied the conversation with.
So it would look like this:
Client -> One General Screen Name (i.e. HELPME – then forwarded? to 3 – 4 agents in a pool, any combination of which may respond, but the response would return through the One General Screen Name *AND* all the agents in the pool and the client can see all conversations back and forth)?
I’d sure appreciate any suggestions on how to accomplish this!
Many thanks! Take Care… Mike.
well it’s certainly possible (through AIM, at least) to do the first part of your request. We’ll use the names CLIENT to mean the person sending the problem/request to the HELPME name.
If all the agents are signed onto the same HELPME screenname – which I think is possible, I know AIM lets you sign on in more than one location, but I dont know if there’s a limit to how many separate locations are allowed – I believe they will all see the same incoming message from CLIENT. However, if any of them respond, that message will only be seen by CLIENT and themselves. None of the other agents will be able to see that message. Meaning the CLIENT might receive several replies, which is probably undesirable.
Perhaps there are corporate IM products that can accomplish this that I’m not aware of… if so, someone else here might be able to offer those as alternatives.
- You must be logged in to reply to this topic.