Once you have installed and configured Sametime, to enable a CSR to use customer care, you must first create the CSR in the WebSphere Commerce system if the user does not already exist with CSR authority, and then register the CSR in the Sametime server. To register a CSR to use customer care:
- Open the Organization Administration Console and select Site on the Administration Console Site/Store Selection page.
- From the Access Management menu, click Users. A list of users for the site displays.
- From the list, click New to add the CSR to the system.
- The New User wizard launches, displaying the Details page first. Important: Ensure that the CSR logon ID that you specify on the Details page is not used by another user in the system (such as another CSR) and that it is not the same ID as the Sametime server administrator's ID. A duplicate ID may occur when multiple WebSphere Commerce instances share one Sametime server. Provide appropriate information for the fields on the Details page and click Next to save each page. Click Back to return to the previous page, if necessary.
- When you have completed all pages, click Finish on the Member Groups page to add the CSR and return to the list of users.
- Assign a role for the CSR, as follows:
- From the list of users, select the check box next to the CSR that you created above and click Roles. The Roles dialog opens.
- From the Organization drop-down list, select the organization for which the CSR will play a role.
- From the Role drop-down list, select Customer Service Representative as the role for the user.
- Click Add. The role and organization combination displays in the Selected roles list.
- Click OK to save your changes.
- If the WebSphere Commerce instance is configured for Sametime, and if the CSR is allowed to register on the Sametime server you have configured, the Register Customer Care is enabled. Click Register Customer Care.
- Click Yes for any security warnings that display.
- WebSphere Commerce connects to the Sametime server, displaying the Lotus Sametime User Registration page. The CSR user ID you created above is registered with the Sametime server. The registration page specifies whether or not the CSR was successfully registered on the Sametime server. If the registration is successful, the newly created CSR will have access to log into the WebSphere Commerce Accelerator and launch the Sametime applet to user customer care. If registration fails, the Sametime User Registration page will prompt you that the user name already exists and to try the registration again. Typically, this happens because of a user name conflict; that is another user with the same logon ID is already register on the Sametime server. In this case, complete steps 1 to 8, specifying a different user name and logon ID in the New User wizard.
- After you have registered the CSR to use customer care, in order to use the collaboration functions, your store must be set up for them. To enable collaboration in a store based on a starter store, see Changing flows.