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IBM Maximo is now integrated with Google Hangouts

IBM Maximo is now integrated with Google Hangouts: In this article I’m showing you how to embed Google Hangsout into a IBM Maximo application, for example in the Service Request Self Service application.

Google Hangouts is a communication platform developed by Google which includes instant messaging, video chat, SMS and VOIP features.

The most successful businesses in the world include voice and video chat options for customer support. Video chat is the future of customer care and customer happiness. With Google Hangouts integration an operator can help the user during a Service Request submission with live voice and video chat directly in the browser. The video chat software works directly in web browsers, with nothing extra to install, web users just click a button in your live chat widget to start a voice or video call with your support team. Customers love it because they make a personal connection and get their questions answered quickly and clearly.

It’s very simple to embed Google Hangouts into IBM Maximo:

FIRST of all you have to define a Customer Support/Help desk Google Hangouts account, which users can call in case of doubt during a Service Request submission.

SECOND you have to modify the Create Service Request application with the following items (using application designer) :

  • add a new section for Operator Assistance where you will able to add the Hangouts button.
  • add an IFrame in section’s description with the Java script Hangout button.

At the end the Create Service Request application looks like this one:

IBM Maximo is now integrated with Google Hangouts
IBM Maximo Operator Assistance

Here the code to insert in the section’s description:

<div class="top-caller">
<b>Contact an operator.</b>
<strong>Tel: +39 800999777</strong><br></br>
<!--- invites id is your phone number --->
<g:hangout render="createhangout" widget_size="175" hangout_type="normal" invites="[{ id : '800999777', invite_type : 'PHONE' }]"></g:hangout>
</div>
<script type="text/javascript">
      window.___gcfg = {
        lang: 'en-US'
      };
      (function() {
        var po = document.createElement('script'); po.type = 'text/javascript'; po.async = true;
        po.src = 'https://apis.google.com/js/plusone.js';
        var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(po, s);
      })();
    </script>

IBM Maximo is now integrated with Google Hangouts, the Hangouts button lets you open the video call directly from your browser.

Enjoy using Google Hangouts in IBM Maximo, your comments and suggestions are welcome.

 

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9 Comments

  1. Hi, yes it is possible to disable the icon and to display “out of service / office” !
    you can use a cron task that check operator calendar and set the chat status based on it otherwise you can check if the pc/tablet/system is in sleeping/pause mode and to set the status

  2. My work has separate systems for Facilities service requests and IT Help Desk. I think having a unified way to do voice, email, or webcam is an awesome idea. Especially, on the IT front … being able to share the screen and provide tech support on the call makes it really convenient! As a Maximo support person, its helpful too if someone needs training or advice on how to do something specifically in Maximo.

    If you’re not around or it is after hours… can the ICON be disabled or saying “out of office”?

  3. thanks for reading. I’m going to test with IE 😉 regarding the corporate environments depends by internal business guidelines, for few small customers the solution is ok

  4. Might want to test on the web browsers you are using for Google Hangouts, especially IE — on the desktop and mobile. Its a cool idea, but not sure how integrates overall with a corporate environment.

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