Configurar Webchat En Elastix

Running an Online Helpdesk
Openfire is a fantastic instant messaging server, as you'll probably agree, having read
through the chapters. But there's another trick it can do which is pretty cool if you
need to interact with people outside your organization—an online helpdesk.
An online helpdesk is a web-based interface to your internal instant messaging
server which lets users outside thenetwork connect and interact with members of
the organization. Traditionally, you'd need such a service if you provide product or
software-based service, but as Openfire is free, it is accessible to a wide spectrum of
companies and organizations who can use it as an online receptionist. Once you're
through with this chapter you'll see that Openfire fits snuggly on your website, next
to your contactdetails.
In this chapter, we will learn how to:
•

Create and design an online helpdesk

•

Add users as agents

•

Route online calls to agents

•

Set up canned responses

•

Monitor sessions

Installing Fastpath and Webchat
For deploying an online help desk, you'll need a couple of plugins. These plugins
started out as commercial plugins but were released as Open Sourceones just
before I started working on this chapter. Because the transition is still underway,
the plugins might still be listed as an Enterprise plugin, depending on the Openfire
version you are using, but you'll be able to install it nonetheless.

This material is copyright and is licensed for the sole use by Alfio Munoz on 13th February 2010
7339 NW 54 St. RD#38872, , Miami, Santo Domingoeste, 33166

Running an Online Helpdesk

The first plugin you need for an online helpdesk is called Fastpath. This plugin does
all the work in the background, such as managing queues of callers as they call in.
This plugin is also responsible for routing online chat requests to users inside the
Openfire network. You can install the plugin from the Plugins tab under Openfire's
web-based adminconsole. Or, you can download the plugin from the Openfire
website (see http://www.igniterealtime.org/projects/openfire/plugins.
jsp) and upload it from the plugins interface in the admin console, by browsing to
the downloaded plugin (fastpath.jar) and hitting the Upload Plugin button.
The process for deploying the plugin is a little involved if you
are upgrading the plugin from its pre-OpenSource days. The
steps are detailed in the plugins readme file (see http://www.
igniterealtime.org/projects/openfire/plugins/fastpath/
readme.htm).

The other plugin you need is the Spark Fastpath Webchat plugin. Webchat is
responsible for the interface that your users/visitors to the website will use to
exchange messages with people inside the network. You'll need to install this plugin
onyour web server. It works with any Application Server with Java Servlet 2.3 or
greater, such as Apache Tomcat (see http://tomcat.apache.org/), Caucho's
Resin (see http://www.caucho.com/), RedHat's JBoss (see http://www.jboss.
org/), BEA's WebLogic (see http://www.bea.com/framework.jsp?CNT=index.
htm&FP=/content/products/weblogic/server), and so on. You'll need to grab
the plugin that isdistributed as a .WAR java archive package (see http://www.
igniterealtime.org/projects/openfire/plugins/webchat.war) and copy it to
your application server's webapps/ directory.
You can also install the plugin from within the Openfire interface for evaluation
purposes. This installation of the Webchat client is powered by the Jetty WebServer
(see http://www.mortbay.org/jetty-6/). To keep thingssynchronized,
irrespective of your setup, let's assume this is what you've done. The steps vary
minutely in their execution depending on which application server you are running.
After the plugin is installed, you'll have to restart your Openfire server and then
head over to http://:/webchat where hostname is
your application server and port number is the port used for admin access. This...