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These are the feature ....(Great man...)
QueCore
– Provides core operational services for the QueWeb system. QueCore
does not contain any customer-specific customizations, business logic
or presentation elements. As such, it contains Java classes and
architecture elements to enable database connectivity, provides
QueWeb’s basic structural components, and includes all required
standard Java libraries and 3rd party components for the
integration with other systems. QueCore utilizes Google’s© Web Toolkit
(GWT) technology and is shared across the QueWeb editions. Small and
medium size companies can now rely on the same platform with
enterprises that successfully run QueWeb.
QueTask – Auxiliary QueCore
process, which provides execution of all time-dependent system
processes. This module allows scheduling and execution of reports,
notifications, escalations and external processes (such as SQL scripts
or Stored Procedures for data import/export, UNIX shell scripts or MS
Windows batch jobs) that require execution upon certain time or
conditions. QueTask is responsible for capturing logs from the external
processes as well as passing variables to tasks from the QueWeb
database.
QueScheduler – Visual Interface
for the QueTask component; it allows maintaining the schedules for the
QueTask tasks. By default it is available to the system administrator,
permits monitoring of tasks execution, defines variables to be passed,
maintains distribution lists for reports and notifications, etc.
QueScheduler also runs all internal time-dependent functions in
QueWeb, such as escalation triggering, email polling, reports
execution, etc.
Email Routing – This module
provides a facility to track incoming and outgoing email
communications. It can be used in addition to any standard email
software, i.e. Outlook or Lotus Notes. QueWeb Email module allows
tracking and creating service requests, cases and interactions by
monitoring incoming email for multiple accounts. The email can then be
routed to the appropriate individual or a workgroup, based on the
routing rules. Standard routing rules are keyword-based and can be
triggered depending on the sender, product and category, type of
problem, agent availability or possession of a certain skill or based
on the previous history for the customer. QueWeb Email boasts
additional powerful features such as support for multiple languages,
HTML formatting, text templates, spell checking, attachments parsing,
auto-replies, spam filters and account size control for individual
users. QueWeb can be integrated with Exchange or Notes servers directly
through IMAP, POP3 or SMTP protocols for a real-time synchronization of
email.
Ad-Hoc Report Writer – Ad-hoc
Report Writer allows users to create and distribute their own reports
on the predefined schedule or in real time. The reports are created
simply by selecting a combination of the GUI field labels on any of the
QueWeb screens. Users can specify constrains (parameters) for the
report by populating the search constraints in the same user interface
which they use to search in QueWeb; thus there is no additional
training required to utilize ad-hoc reporting features in QueWeb.
Ad-Hoc Report Writer will automatically connect all data objects used
in the report and create optimum joints in order to produce complex
queries, grouping and various sorting of the data as requested by the
user. Users can print, save and export reports to MS Office© programs
or create an email distribution list.
My QueWeb – By default all users
first see this module upon login. My QueWeb is a collection of
information screens which are relevant to the current user and provide
at-a-glance snapshot of the current work queue and tasks. My QueWeb
consists of My Queue, which combines all incoming Emails, Alerts,
Escalations and Notifications as well as Action requests and system
messages. It is a place from which many standard workflow processes
start. My QueWeb also contains graphical dashboards; depending on the
user’s role (Manager, Support Agent, IT Help Desk, etc.) they provide a
graphical picture of many vital activities that are relevant to the
particular user’s role.
Interaction and Case Portal–
All Interactions entered by QueWeb agents are captured in the system,
regardless of the communication channel: email, phone, chat, customer
portal, and fax. Agents have an ability to quickly resolve the issue
using Knowledge Base; otherwise they can further research or
escalate/reassign the issue by creating a Case record from the
Interaction and maintain a follow up with the Customer. A single
interaction can contain several issues and each can be tracked
separately. Customers have access to their previous Cases and
Interactions through the Customer Portal.
Case Management – Allows the
system administrator or Customer Support Agents to create and perform
various maintenance activities with Cases. These include: archiving
based on the predefined time expiration or conditions, time and
statistical metrics maintenance, workflow propagation, user
participation in activities and Case loads, notifications and
escalations based on the predefined conditions, etc, designating data
elements for the Audit control. Workflow Management module is designed
to facilitate complex business processes around Cases to ensure the
timely and effective resolution and creating an overall satisfying
customer experience.
Knowledge Management – This module
allows the system administrator to manage the Knowledge base options.
The Knowledge base management consists of defining options for
Solutions, their usage in Cases, Solution expiration time, Solution
user roles definitions (authoring, reviewing, publishing, archiving,
and removal). Solution publishing workflow goes through Draft, Review,
Internal, Published and Expired modes while the system monitors
corresponding dates, solutions which are not used and notifying
Solution Authors to review those that are expired. Solutions can also
be published as FAQs for the Customers’ use on the Customer Portal.
Customers also have ability to troubleshoot issues by accessing allowed
resolutions, which pertain to their products.
Product Management – Allows creating and maintaining various levels of the Product and Product Components.
Customer Management – Provides
maintenance of Customer and Organizational records, as well as their
relationships with the company’s employees. Customers can be
distinguished as external or internal to the Company. Customers can
edit their personal records through the Customer Portal.
Email Management – This module
allows processing incoming and outgoing email communications through
email routing rules. These rules are used to create Cases from incoming
emails and to determine Case assignments to the appropriate employees
with specific skills or other criteria, i.e. assign to the Agent who
last handled this Customer, or has specific experience with the
Customer’s Product. This module also allows management of the Inbox and
Outbox for each user (size, frequency of polling, MS Exchange accounts,
etc). QueWeb Email module can be integrated with Exchange or other
Groupware Servers using included connector, IMAP, POP or SMTP
protocols.
Logs Management – Monitors and
allows browsing for the system and error logs. Several levels of
verboseness can be set. Using this module, the system administrator can
configure Email Notifications or Alerts when predefined events or
system errors occur.
User Management – The system
administrator can utilize this module to create and maintain User
accounts and Customer accounts for the Customer Portal access. Login
IDs and encrypted passwords can also be set or reset. Single sign-on
feature for Microsoft Windows Server is pre-built in QueWeb with LDAP
look up and authentication.
Access Control Module – QueWeb
leverages a sophisticated application-driven permissions access
mechanism: All users are organized in Work Groups, which can be
associated with appropriate User Roles (i.e. Administrator, Power User,
Solution Approver, Analyst, Manager, etc.) Based on these associations,
the system provides several levels of access: No Access, Read Only,
Write, Delete to any modular component of the system: Focus, Tab, Form
or even data element (data field).
Escalations and Notifications Module
– The QueWeb system enforces compliance with dynamic workflow processes
by using Escalations and Notifications mechanism. Notifications can be
email, page or broadcast messages, which occur based on predefined
workflow conditions (conditions can be customized to reflect specific
workflows). Escalations are time-dependent, and can be triggered upon
meeting predefined logical conditions and fire after a set time period.
For example, escalation conditions can be based on the status of the
Case: Send an email to the Case Analyst if the Case is Not Closed within 30 minutes after its creation time and, as a second-tier escalation, escalate the Case to the Manager if a Case is Not Updated within 1 hour.
Auditing Module – This module
allows designating certain fields to be audited. Users with proper
permissions can view the history of all changes for the Audited record
with timestamp, user name, old and new values.
System Properties Module –the
System Properties module allows dynamic management of the System
Properties throughout the application. The customer’s system
administrator can change any variables using this module. The System
Properties tab also contains Out Of the Box all necessary variables to
start working in the system after the initial installation: the name of
the SMTP server, default email account, locks timeout and other global
and system settings.