Brief
An Instant Messaging system which is run on desktop and portable devices. It provides high reliability message delivering services, keeps message history in a centralized storage, provides chat capabilities and message delivery to two-way pagers.
Architecture
- Back-end protocol stack is implemented as cross-platform executable modules written in C++.
- Oracle database is used as a message storage.
- JSP-based Web UI is provided for an administrator to manage users belonging to groups and send alerts to groups.
- Redundancy on the server side is used for reliable message delivery. On the database level, redundancy is provided via replication, including procedural replication.
- COM and Java SDKs are provided to support embedding instant messaging capabilities into third-party software.
- Jabber is used for inter-communications with customers using other instant messaging providers.
Brief
This project implements a system for well-managed online chat for customer support of the online store. The customer support system is intended to handle customer complaints and answer questions about product features, availability, and price and provide customer services via the Internet. Customers interact with the system through an applet running in the web browser and the system provides real time communication in a chat mode between customers and customer support representatives.
In this system incoming chat requests are automatically routed to an available customer support representative, customer support managers may silently participate in a conversation, and takeover a chat session, if necessary. All of customer requested conversations are tracked and later used in statistical analysis and billing reports.
Architecture
The system consists of two applets (customer applet and customer support representative applet) communicating via RMI to the backend running on the server that accesses database hosted on the SQL Server. The reporting tool is implemented in MS Access connected to the SQL Server.
