Multimedia chat for helpdesks: A practical SOA architecture

Abstract

The existing 3rd party chat services for help desk are text based only and more effective communication between user and agent for better help desk support in multimedia chat services is called for. It would be a very expensive approach to totally re-write the code to convert the current text based chat product for supporting multimedia in chat services. An innovative SOA chat system architecture is therefore presented in this paper to create a new multimedia chat services for help desk by novel decomposition and re-composition of the services from the existing 3rd party text based chat product. A regular web mashup is memory-less which the current mashup operation is independent from the previous one. Our SOA architecture implements uniquely the session based interactive mashup mechanism which the current mashup operation is related and bundled to the previous operations in the same chat session. ©2008 IEEE.