CHAT CUSTOMER AND RECEIVING A CALL AT THE SAME TIME

[omar]

Hello

We need that our agents can chat with customers. That's works fine.

But at the same time is also needed that the agents can receive or make a call. We don't know how to configure vicidial to do that.

So is it posible?

Thanks

ViciBox v.7.0.3
Vicidial Version: 2.12b0.5
Vicidial SVN Rev: 2580
1xDB-Web-Dialer-Archive (all in one server)

[mflorell]

Our clients that want to do this usually use two separate agent logins for agents that want to do a chat at the same time as they handle calls, one for chat only and one for calls.

[omar]

Our clients that want to do this usually use two separate agent logins for agents that want to do a chat at the same time as they handle calls, one for chat only and one for calls.

Thanks for the fast answer Matt

[udy786]

Is possible for a agent to manage multiple chat from customers?

Right now one agent using two login from different browser to manage two chat.

[mflorell]

No, chat was designed to work like a phone call, so the agent can only handle one per session. This is also because it would be very difficult to accurately log time per chat if agents were rapidly switching between multiple active chats. We usually recommend clients that want to handle more than one chat session at a time should create additional logins and open up additional vicidial agent screens using those logins.

[sajiahma]

Our clients that want to do this usually use two separate agent logins for agents that want to do a chat at the same time as they handle calls, one for chat only and one for calls.

Can you please elaborate as to what you mean by two agent logins ? Login using two separate browser using two login id's ?

[mflorell]

Yes, two separate web browsers and two separate agent IDs.

[sajiahma]

Thanks a lot for clarifying