To add customer care to a store that is not based on a starter store that already contains customer care:
- Installing pre-requisites
- Install a Sametime server. For more information, see the WebSphere Commerce Additional Software guide.
- Install the WebSphere Commerce Sametime integration package. For more information, see the WebSphere Commerce Additional Software guide.
- Stop the WebSphere Commerce instance, then enable Sametime in the Configuration Manager, then restart the instance. For more information, see the WebSphere Commerce Additional Software guide.
- If the Sametime server does not use the same LDAP server as WebSphere Commerce, create a CSR and register the CSR for customer care using the Administration Console.
- Copying the customer care integration files from the starter store
To copy the Sametime integration files from the sample store to your store:
- Locate the store archive file for the consumer direct (FashionFlow store) or the Advanced B2B direct store. The store archive files are located in the following directory:
- WC_installdir/starterstores
- Open either the ConsumerDirect or B2BDirect folder, then select a consumerdirect.sar or B2Bdirect.sar.
- Open the store archive file using WinZip or a similar tool.
- Select the files listed above:
- Extract the files to the directory that contains the Web assets for your store. To maintain the same directory structure as the samples stores, you may want to create subdirectories for the following files:
- ../CustomerServiceArea/CollaborationSection
- CustomerCareAppletReadySetup.jsp
- CustomerCareBlankSetup.jsp
- CustomerCareBlankSetup.jsp
- CustomerCareFrameSetup.jsp
- CustomerCareInformationSetup.jsp
- CustomerCareMonitorList.jsp
- CustomerCareStoreQuestionList.jsp
- CustomerCareStoreURLList.jsp
- CustomerCareChatSetup.jsp
- /include
- CustomerCareHeaderSetup.jsp
- EnvironmentSetup.jsp
- ../
- index.jsp
- Sametime.js
- StoreFramesetPage.jsp
- ../CustomerServiceArea/CollaborationSection
- Locate the store archive file for the consumer direct (FashionFlow store) or the Advanced B2B direct store. The store archive files are located in the following directory:
- Adding code to determine which page the customer is browsing
To determine which page the customer is browsing:
- Include the CustomerCareHeaderSetup.jsp file to the store's header file, for example:
<%@ include file="include\CustomerCareHeaderSetup.jsp" %>
- Add the following code to any pages that should be marked personal, and thus not available for access by the CSR. Ensure the following code is added before you include the CustomerCareHeaderSetup.jsp file.
<flow:ifEnabled feature="customerCare"> <% request.setAttribute("liveHelpPageType", "personal"); %> </flow:ifEnabled>=incfile%>"flush="true"/>
- Include the CustomerCareHeaderSetup.jsp file to the store's header file, for example:
- Adding a link to customer care
To allow customers to access customer care in your store:
- Determine where you would like to place the link to customer care. For example, you may want to place the link in a navigation bar, so it is always available to customers, or in certain pages in the store.
- Copy the following code into the pages that will contain the link:
Note: You may need to replace infashiontext with the object name used for that store resource).
<a href="javascript:if((parent.sametime != null)) top.interact();"><%=infashiontext.getString("LiveHelp")%> </a>
- Create an entry page that will redirect to the customer care frameset page
Since the frameset is required for most customer care features to function properly, the customer must call the StoreFramesetView command to activate the frameset. For an example, see index.jsp of the consumer direct or B2B direct starter store.