Defining the store's URL list

Professional Edition onlyBusiness Edition only Each store contains a file that defines the URLs that the CSR can send to a customer's browser during the chat session. The file, CustomerCareStoreURLList.jsp , is located in the following directory:

This JSP file returns the following XML string, which contains the URL information for the store:

<?xml version="1.0" encoding="UTF-8"?>
<WCS_CUSTOMERCARE>
     <URL_LIST>
          <GROUP NAME="URLGroupName" >
               <PAGE NAME="IBM" URL="http%3A%2F%2Fwww.ibm.com" ></PAGE>
          </GROUP>
     </URL_LIST>
</WCS_CUSTOMERCARE>

The group element (GROUP), as illustrated above, defines a URL group which can have multiple URLs. It has the following attributes:

The page element (PAGE) defines a single URL address. It has the following attributes:

Example CustomerCareStoreURLList.jsp

The following code is from the Advanced B2B direct starter store's, CustomerCareStoreURLList.jsp:

<% // Create XML string
String strCfg=ECLivehelpConstants.EC_CC_XML_HEADER 
 + LiveHelpConfiguration.getOpenTagString(ECLivehelpConstants.
EC_CC_XML_ROOT)
 + LiveHelpConfiguration.getOpenTagString(ECLivehelpConstants.
EC_CC_XML_URL_LIST);
%>

<% //unmark following block to add URL group/pages
// start of URL group block, repeat for more URL groups
strCfg=strCfg + LiveHelpConfiguration.getURLGroupElementString("URLGroupName");
 // start of URL pages block, repeat for all pages in the same group
 strCfg=strCfg + LiveHelpConfiguration.getURLPageElementString
("IBM","http://www.ibm.com")
          + LiveHelpConfiguration.getCloseTagString
(ECLivehelpConstants.EC_CC_XML_URL_PAGE);
 // end of URL pages block
strCfg=strCfg  + LiveHelpConfiguration.getCloseTagString
(ECLivehelpConstants.EC_CC_XML_URL_GROUP);
// end of URL group block
%> 
<% 
strCfg=strCfg + LiveHelpConfiguration.getCloseTagString
(ECLivehelpConstants.EC_CC_XML_URL_LIST)
 + LiveHelpConfiguration.getCloseTagString(ECLivehelpConstants.EC_CC_XML_ROOT);
%>

The sample uses the utility methods of the LiveHelpConfiguration class to ensure the correctness of the XML. The following table provides more detail on the methods.

Note: In order to avoid parsing problems, the sample also uses encoded attribute values. Unicode string is also used to avoid character corruption.

Method Description Notes
static String getOpenTagString(String tagName) returns an open tag string LiveHelpConfiguration.getOpenTagString("HELLO") returns string <HELLO>
static String getCloseTagString(String tagName) returns a closed tag string LiveHelpConfiguration.getCloseTagString("HELLO") returns string </HELLO>
static String getTopicGroupElementString(String sGroupName) returns a GROUP element string for the URL list LiveHelpConfiguration.getTopicGroupElementString("myGroup") returns string <GROUP NAME = 'myGroup'>
static String getURLPageElementString(String sName, String sURL) returns a PAGE element string for URL list LiveHelpConfiguration.getURLPageElementString("myName", "myURL") returns <QUESTION TITLE ="myName" TEXT ="myURL">

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