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When you're providing support through an IM system what do you often want?

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From what I've seen and heard, it's canned responses. These are things like the welcome message you send to a person when you accept their questions, or closing comments like "Have a nice day". If you help a lot of people through IM it can be tedious to type these things over and over, and has been one of the big requests as an enhancement for Queue Manager.

One of the key selling points that customers have appreciated about Queue Manager, is that it doesn't require a special Sametime IM client, it just uses the regular Sametime Clients available to request and provide help. This is great but it creates problems for us when we're trying to provide solutions to all our customers enhancement requests, as currently the Sametime Connect client is a closed environment with no published interfaces etc. So how do we get to solve the canned response problem? Well we've come up with a solution that will be free to Queue Manager customers, the Queue Manager Assistant.

Queue Manager Assistant consistsa low level windows monitor that monitors the Sametime Connect client and provides an additional menu when you're in a conversation:

QMAMenu.gif

Which when clicked on presents a list of canned responses:

QMAResponses.gif

So when a response is selected, it's pasted back into the chat window that called it.

QMATextpaste.gif

One of the things that's nice is that all the responses are read from an XML document , that could be on a network share, local drive, website etc. or even better in a Domino Database, so Queue Manager customers can easily add canned responses to the databases a browser Notes client.

Existing Responses:
cannerresponseview.gif

A canned response document
cannerresponsedoc.gif

The resulting XML:
xmlrespons.gif

Queue Manager customers, expect to receive download details shortly...

Comments

Gravatar Image1 - Hey, that's a nice, creative feature implementation.

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