{"id":191,"date":"2003-07-19T00:00:00","date_gmt":"2003-07-18T22:00:00","guid":{"rendered":"https:\/\/wwwneu.strehle.de\/tim\/weblog\/archives\/2003\/07\/19\/124\/"},"modified":"2003-07-19T00:00:00","modified_gmt":"2003-07-18T22:00:00","slug":"124","status":"publish","type":"post","link":"https:\/\/www.strehle.de\/tim\/weblog\/archives\/2003\/07\/19\/124\/","title":{"rendered":"Enterprise IM needs call center features"},"content":{"rendered":"<p>I&#8217;m using Instant Messaging for (second level) tech support more and more, and it&#8217;s great for this purpose:<\/p>\n<p>Interaction is just so much faster than with e-mail exchange, and it&#8217;s not dragging my attention as far away from my current work as phone calls do. I can send text, URLs, files&#8230;<\/p>\n<p>Two things we&#8217;re used to having with plain old telephony still seem to be missing, though:<\/p>\n<p>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.)<\/p>\n<p>Secondly, how can I put someone through to another IM account when I find out &#8211; during the conversation &#8211; that there&#8217;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?)&#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I&#8217;m using Instant Messaging for (second level) tech support more and more, and it&#8217;s great for this purpose: Interaction is just so much faster than with e-mail exchange, and it&#8217;s not dragging my attention as far away from my current work as phone calls do. I can send text, URLs, files&#8230; Two things we&#8217;re used [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_share_on_mastodon":"0"},"categories":[1],"tags":[],"class_list":["post-191","post","type-post","status-publish","format-standard","hentry","category-weblog"],"share_on_mastodon":{"url":"","error":""},"_links":{"self":[{"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/posts\/191","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/comments?post=191"}],"version-history":[{"count":0,"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/posts\/191\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/media?parent=191"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/categories?post=191"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.strehle.de\/tim\/wp-json\/wp\/v2\/tags?post=191"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}