Configuration Manager - Commerce - Sametime

The customer care feature is part of the WebSphere Commerce collaboration component. It provides real-time customer service support via synchronous text interface (instant messaging or IM) using Lotus Sametime. To set up your system to use customer care, complete this Configuration Manager page.
Enable
Select this check box if you want the WebSphere Commerce customer care feature available to your site.
Host Name
Type the fully qualified host name of your Sametime server (hostname.domain.com is fully qualified). Note that you do not need to type www in this field. The default is the fully qualified host name of the machine where your Sametime server is installed.
Registration URL
Type the Registration URL of your Sametime server. A Site Administrator can register Customer Service Representatives on the Sametime server using the Organization Administration Console by accessing the Users list and clicking Register Customer Care within the Organization Administration Console.
Applet CodeBase URL
Type the Sametime applet code base URL to where all the applet code is located. Ensure that the applet code is installed on the Sametime server machine.
Monitor Type
Select the way you want (or Customer Service Representatives) to monitor customers:
Monitor Waiting Queue
Select this option if you want to monitor customers who are waiting to work with Customer Service Representative.
Monitor All Shoppers in Store
Select this option if you want to monitor all customers in the store.
Monitor Waiting Queue and All Shoppers in Store
Select this option if you want to monitor customers who are waiting to work with Customer Service Representatives and monitor all customers in the store.

The default is Monitor Waiting Queue.

Initiation Type
Select who can initiate help requests:
Shoppers Initiate Help
Select this option if you want customers, rather than Customer Service Representatives, to be able to ask for help and start a help session.
Both Shoppers and CSRs Initiate Help
Select this option if you want customers or Customer Service Representatives to be able to initiate a help session.

The default is Shoppers Initiate Help.

Help Session Limit
Type the maximum number of Sametime help sessions a Customer Service Representative can open at one time. The value must be a positive integer and the default value is 7.
Use WebSphere Commerce Member subsystem's LDAP server
Select this option when the Sametime server is configured with the same LDAP server that is used by the WebSphere Commerce Member subsystem. When this option is selected, Customer Service Representative does not require to register on the Sametime server and the Registration URL field, above, will be ignored.

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