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Tim Strehle’s links and thoughts on Web apps, managing software development and Digital Asset Management, since 2002.

Enterprise IM needs call center features

I'm using Instant Messaging for (second level) tech support more and more, and it's great for this purpose:

Interaction is just so much faster than with e-mail exchange, and it's not dragging my attention as far away from my current work as phone calls do. I can send text, URLs, files...

Two things we're used to having with plain old telephony still seem to be missing, though:

How can I setup an IM account that points to a group of people and connects me to the first one willing to accept a message? (Which would be just the way that help desk phone numbers are working.)

Secondly, how can I put someone through to another IM account when I find out - during the conversation - that there's someone more able to answer the question? I can do this easily with the phone. Well, there is an IM workaround: But inviting someone to a group chat and then leaving the chat is just not as intuitive (or am I just stuck in a telephone perspective?)...

Sat, 19 Jul 2003 12:04:55 +0000