Hi,

Love the product BTW. Working well apart from some routing and transferring issues: -

What we are trying to achieve: -

The Jlive Chat users
1) a number of users to act as reception
2) a number of users to act as support

The Routing
1) a live chat request comes in
2) all the users to act as reception get the chat request popup
3) a receptionist takes the live chat and qualifies the request as genuine support
4) the receptionist transfers the chat to a support user to deal with the enquiry

We have tried a couple of combinations of setup in JLive Chat, but the results are not what we require: -

Scenario 1)

1) Put all the users in same department "Support"
2) Delete all routing
3) Have "ring all operators at the same time" set to yes
4) Have the JLive Chat module set with the "Specific Operators Only" setting set to "1,2", which are the two users we want to ring.

In this scenario everyone logged into the JLive chat client gets a chat request.

We can successfully transfer chats between users, but the fact that everyone's client pops up, this is insufficient.

scenario 2)

1) Put all reception users in the Reception department
2) Put all the support users in the "Support" department
3) Have "ring all operators at the same time" set to yes
4) Create a route called reception that has all the reception users in it
4) Set the route to send to selected operators.
5) Have the JLive Chat module set with the "Specific Route ID" setting set to "1", which is the id of the route

In this scenario only the people in the route get new chat requests, but then live chat sessions cannot be transferred to users in the Sales department.

Has anyone got our requirement working? We are using the latest 4.0.8 version and live chat in general is working fine, just the configuration to restrict who gets new chat requests and then have the ability to transfer chats to anyone.

Any help would be well appreciated. Once this is running we feel the live chat facility will become an integral part of our company.

Hello

Thank you for reporting this issue to us. We are looking into this issue now and will get back to your shortly with a solution.

Thank you!
John

Hi John,

Thanks for the response. Have you had a chance to look at this? It would be uber cool if we could get this sorted.

Regards,
Webmaster

webmaster889 wrote:
Hi John,

Thanks for the response. Have you had a chance to look at this? It would be uber cool if we could get this sorted.

Regards,
Webmaster

Hi,

I still haven't received a response on the original issue here. I would have expected a response after nearly 3 weeks. Please see if you can get this working and let me know what to do to fix it.

Having paid for the extension it would be good to receive the answer.

Hello

I apologize, I was under the impression you had upgraded to the latest version v4.1.0 which should have corrected this issue. Please upgrade to the latest component, plugin, module and desktop application and that should solve the issue.

Thank you!
John

It doesn't solve the issue.