I’m about to try to install OpenFire in a call centre environment, using Spark as the client.
However, I have a few things that I would like to know how to do, and if they’re possible to even do. An easy method for each thing would be awesome.
The first thing that I would like to do is for the user preferences for Spark to be automatically set for all users, no matter where they decide to sit in the call centre. We don’t have assigned seating, so agents sit wherever there’s room and they each have their own network accounts. What I would like is for all the preferences to be set automatically when they sign on, such as running in the taskbar and havig the messages brought to the front when they receive a new message. Is this possible? How do I go about doing that?
Another thing I would like is to disable the Broadcast feature for a certain group, is this even possible? I would also like to prevent the agents from messaging each other, only allow them to message the supervisors, is this possible? From what I’ve read so far, there’s no way to prevent them from using the broadcast feature with the Spark client, but I don’t want users to be able to access MSN or Yahoo or anything like that, hence the use of the Spark client. Is there another client that I could use that would make this easier?
Right now I have 3 groups setup. One for the call centre agents, one for supervisors and managers and one for office staff that work in the HQ. I know how to setup the supervisor and HQ groups so that they only see each other and how to share the supervisor group with the agents and HQ group, but is there a way to share the agents group with the supervisors group without the agents in the agents group being able to see the agents group?
Is there also a way to lock the preferences in Spark so that agents can’t add new users to their individual spark clients?
Thanks in advance for any help, it’s greatly appreciated.