[JDEV] share jid

Peter Millard me at pgmillard.com
Wed Feb 12 12:57:38 CST 2003

Diana Chu wrote:
> I am trying to come up with a help desk solution using Jabber. One of the
> requirements is that customers would use a generic address (jid) to get help
> (eg. help at xyz.com). We would have different help desk agents to services
> requests. After an agent has been assigned the request, can the agent make
> connection with the customer still using the jid help at xyz.com. The
> requirement is that help desk agents will appear generically rather than
> individually to the customer. Can one jid be shared among multiple users?

A single jid can be connected multiple times using seperate resources. To really
do this the "right" way however, you should really create a custom component
which handles the distribution of "new requests" to a specific agent. For
example, I send a msg to="help.xyz.com" which fwds the request to a specific
agent (agent-smith at xyz.com). If you need to keep the agent's JID "hidden" from
the customer, you could always just use the component as a relay. Both parties
send msgs to: "help.xyz.com/transaction_id" and the component relays the msg to
the approrpriate real jid.

AFAIK, there is no open-source component which can do this... you'd have to make
your own.


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