[JDEV] share jid

[jabber at dsutton.legend.uk.com]

Hello Diana,

  I can envisage ways of doing this. 

  * One way would be is to have a program connected as help at xyz.com. When a
message comes in, it would choose an agent, and would forward the request
on to that agent, pretending the message came from itself (using a tracking
number in the resource) The agent would then reply to the message. The
program would then relay the message back to the end user, pretending it
came from itself. The program then just needs to record the tracking
numbers, and forward messages to and from the right people.

  * You could have the agents all logged into the help at xyz.com address,
just using different resource names. You'd still need a program listening
to help at xyz.com (with a high priority, so it handles the default requests)
to farm the requests onto an agent.

Hope this gives you some ideas,

Regards,

  David

Diana Chu writes:

> Hi,
> 
> I am trying to come up with a help desk solution using Jabber. One of the
> requirements is that customers would use a generic address (jid) to get help
> (eg. help at xyz.com). We would have different help desk agents to services
> requests. After an agent has been assigned the request, can the agent make
> connection with the customer still using the jid help at xyz.com. The
> requirement is that help desk agents will appear generically rather than
> individually to the customer. Can one jid be shared among multiple users?
> 
> - Diana
> 
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