Chat functionality in CRM 7.0 Ehp3 with portal front end

[ARJUN]

Hi,

We are planning to implement chat functionality in our IC. Our CSC agents use IC interface, but end users use portal interface as front end. Is it possible for an end user to initiate chat from portal so that agent will be able to pick it up from their agent inbox?

Any pointers will be helpful!!

BR - Arjun

[former_member187066]

Hi Arjun,

Yes it is possible You could use BCM ( Business Communications Management)  integrated with CRM IC

Chat can be initiated from Company's portal home page. The Chat web server can redirect the chat requests to CRM where in it can be assigned to agents.

Please refer below architecture

Thanks

Abdul Rasheed