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Part 3. Bringing it together. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357Chapter 13. Visioning scenario: Sametime enterprise integration. . . . . 35913.1 The scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36113.2 Business drivers and requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36113.2.1 Relationships between the call center and the departments. . . . . 36213.2.2 Solution description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36613.3 Architectural considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36713.3.1 Software components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36813.4 Phased approach toward building the solution . . . . . . . . . . . . . . . . . . . 36913.5 Phase 1: Implementing the infrastructure . . . . . . . . . . . . . . . . . . . . . . . 37013.5.1 Implementing an infrastructure for instant collaboration . . . . . . . . 37013.5.2 Customizing the meeting center look and feel . . . . . . . . . . . . . . . 37313.6 Phase 2: Expanding Sametime features . . . . . . . . . . . . . . . . . . . . . . . . 37813.6.1 Enabling people awareness into existing applications . . . . . . . . . 37913.6.2 Allow offline message delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . 38313.6.3 Implement workflow using Sametime awareness feature . . . . . . . 39013.7 Phase 3: Expanding to outside world . . . . . . . . . . . . . . . . . . . . . . . . . . 39213.7.1 Provide users with self service tools . . . . . . . . . . . . . . . . . . . . . . . 39313.7.2 Provide customers ability to call for online support . . . . . . . . . . . . 40013.7.3 Track user activity and provide active call center behavior. . . . . . 40813.7.4 Maintain logging of online customer conversations . . . . . . . . . . . 41113.7.5 Allow educational sessions with customers . . . . . . . . . . . . . . . . . 41313.7.6 Implementing multilanguage educational sessions. . . . . . . . . . . . 41713.8 Phase 4: Future planned enhancements . . . . . . . . . . . . . . . . . . . . . . . 42213.8.1 Consolidating the tools interface . . . . . . . . . . . . . . . . . . . . . . . . . . 42213.9 Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425Part 4. Appendixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427Appendix A. Visualizing Sametime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430Outline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430Visualizing Sametime client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434GUI Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434Web services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435IM session data aggregation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439Outcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452Trial program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453Concerns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453Future improvements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454viiiLotus Instant Messaging/Web Conferencing (Sametime): Building Sametime-Enabled Applications
Lessons learned . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454Appendix B. Online customer support application example . . . . . . . . . 455Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456Sametime functionality supporting this application. . . . . . . . . . . . . . . . . . . . . 457The customer applet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458Customer UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458Customer attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460Customer state machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460The agent applet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461Agent UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461Agent attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463Agent state machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463Customer/Agent handshake . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464Helper classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465Back-end classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465Appendix C. Additional material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467Locating the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467Using the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468How to use the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471Other publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472How to get IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475Contentsix
Page 1: Front coverLotus Instant Messaging/
Page 4 and 5: Note: Before using this information
Page 6 and 7: 2.3.5 Microsoft Visual C++ . . . .
Page 8 and 9: 8.4.4 Sametime server preparation .
Page 12 and 13: xLotus Instant Messaging/Web Confer
Page 14 and 15: TrademarksThe following terms are t
Page 16 and 17: Jonas Covey is a Senior I/T Special
Page 18 and 19: Become a published authorJoin us fo
Page 20 and 21: 2 Lotus Instant Messaging/Web Confe
Page 22 and 23: 3.1 APIs. Finally, we describe the
Page 24 and 25: 1.3 Sametime servicesSametime API f
Page 26 and 27: 1.3.2 Sametime online meeting servi
Page 28 and 29: The Sametime Links Toolkit allows y
Page 30 and 31: ►the administrator to determine w
Page 32 and 33: 1.6.2 Multiplatform support in STLi
Page 34 and 35: Note: The administrator must enable
Page 36 and 37: ►►closely have the meeting cent
Page 38 and 39: 20 Lotus Instant Messaging/Web Conf
Page 40 and 41: 2.1 Setting up the development envi
Page 42 and 43: ►►►►►►Sametime 3.1 C++
Page 44 and 45: 2.3.1 IBM WebSphere Studio Applicat
Page 46 and 47: Figure 2-4 New entry for Sametime C
Page 48 and 49: Figure 2-6 Adding a classpath varia
Page 50 and 51: Figure 2-9 Adding a new library4. N
Page 52 and 53: Figure 2-11 Adding a library to the
Page 54 and 55: Figure 2-13 Environment Variables s
Page 56 and 57: Figure 2-16 The Sametime C++ Toolki
Page 58 and 59: Figure 2-18 Directories options3. F
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6. Having selected the Library file
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Figure 2-24 Selecting the Reference
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46 Lotus Instant Messaging/Web Conf
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3.1 What is a bot?The term bot is d
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The method you choose to employ dep
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►►loginByToken(servername, user
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method returns the word the end use
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or instructions on how to use the b
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Figure 3-3 Buddylist showing bot on
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import com.lotus.sametime.community
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Example 3-8 imReceived method()publ
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Example 3-11 loggedOut() methodpubl
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}In this particular application, th
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}}return strQuestionSearch;public S
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Figure 3-8 Buddylist with FAQ Bot o
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Figure 3-12 Document created by bot
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Example 3-17 TranslatorBot doTextRe
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Figure 3-14 Bot translates phrases
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The degree to which you enhance thi
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4.1 Overview of Web servicesAs you
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POST request the ability to interac
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The application contains a main() m
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}System.err.println("Error: cannot
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WatchList object. Finally, it logs
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}}m_requestedUser = (STUser) event.
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Figure 4-2 Launch Configurations di
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Figure 4-5 Defining the Web project
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Figure 4-7 Selecting the project pr
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Figure 4-9 Adding the Java Client T
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Figure 4-12 UserStatus.java file im
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Figure 4-14 Web Service Java Bean I
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Figure 4-16 Web Service Binding Pro
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Table 4-1 Test JSP files created by
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Figure 4-19 Clicking link for getUs
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Figure 4-21 Result.jsp showing user
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Figure 4-22 Change the default User
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Figure 4-24 WebSphere Application S
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Figure 4-26 RedbookServiceEAR in li
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Figure 4-28 Confirmation screen fol
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Figure 4-30 Testing the service wit
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126 Lotus Instant Messaging/Web Con
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5.1 Overview of the Chat Logging SP
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emaining major accounting firms and
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Development Kit (SDK) documentation
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***********************************
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►►►►►►►stDdaClTimerEv
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Note particularly the highlighted c
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6.1 Using Sametime within a workflo
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The class is a Domino java agent, s
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}else{m_shAnnouncementStatus = -1;m
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Example 6-6 Click button eventSub C
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Figure 6-4 Announcement sent to act
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Figure 6-6 Announcement delivered u
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call.setTargetObjectURI ("urn:Annou
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send an HTML tag to a user logged
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Figure 6-10 Microsoft Excel integra
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Figure 6-12 Enabling access to the
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With this code, a SOAP envelope is
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7.1 The BuddyList service advantage
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7.2 Overview of the Extended Live N
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Figure 7-2 Login dialogAdding peopl
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Figure 7-5 Chat dialogLogging out f
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Figure 7-8 Adding library pathOnce
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7.4.2 Handling service available/un
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If the service is available, we wil
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If the reason is different then ST_
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if (currGroupId == sampleGroupId){p
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Note: The Extended Live Names sampl
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8.1 Key concepts within Places arch
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Custom ActivityPanel/Stage Section-
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Table 8-1 Sections in the applicati
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Attention: All files referenced for
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8.4.6 Start the client applications
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When a user wants to send a message
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8.4.10 Getting a reference to the a
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Example 8-2 actionPerformed() event
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Enumeration myAttribs = null;String
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}}m_myself.changeSection(m_queue);}
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Example 8-7 Establishing a Sametime
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RedPanelDiscussionSA PlacesAdminHan
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RedPanelDiscussionSAPlacesAdminHand
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Example 8-9 Determining which secti
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ActivityHandlerPlaceMonitorActivity
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Example 8-11 textReceived eventpubl
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} else {translatedText = inputText;
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9.1 Overview of Sametime LinksThe S
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Lotus QuickPlace. Contact IBM Lotus
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Example 9-2 Call to the Sametime Li
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The files within the STLINKS direct
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transcript.html is referenced in:
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Figure 9-8 announcement.html frames
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The frameset layout is shown in Fig
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Figure 9-14 im.htmlThe frameset lay
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Figure 9-18 invitation.html framese
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Figure 9-21 inviteOthers.htmlThe fr
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The frameset layout for nway.html i
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Figure 9-28 place.htmlThe frameset
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9.5 Building an interactive Web sit
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After making these changes, you may
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4. Provide a Web page for the agent
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that the agent will load. Within th
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perfectly suitable. However, in the
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If you understand JavaScript, you w
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9.6 Using Sametime Links with botsO
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the message and would be inconsiste
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9.7.1 The sample pop-up menuThe sam
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9.7.2 Starting with a Sametime Link
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Example 9-8 STLinkClicked functionv
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function showMenu(userName, display
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which group the user is added to. T
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1. In the head section of the page,
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10.1 IBM WebSphere Portal Server ov
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Figure 10-2 WebSphere Portal archit
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While writing this redbook, we used
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While these portlets were made avai
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These sections assume that the read
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►►►►DominoServiceThe Domino
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“Additional material” on page 4
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Figure 10-7 Sametime enabled portle
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Figure 10-9 Adding a button to chan
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10.4 STLinks API approach to enabli
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10.4.3 ConclusionBy using this tech
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11.1 Typical reasons for branding t
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.Figure 11-2 After: Customized Same
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11.2.2 Changing the lookChanging th
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►►In the HTML Head Content sect
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how to add a feature that allows us
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Figure 11-5 E-mail notification for
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Creating a meetingThe following seq
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Cancelling a meetingThe following s
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Note: These high-level steps are ju
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server. It is in this function that
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else{window.opener.document.layers[
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abURL ='//WebRepeatDelete?OpenForm&
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Changes to this form are a mixture
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pathreldb = note.RedirectToPrefix(0
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To apply these subforms, copy them
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Table 11-4 Test case 3ItemDescripti
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Table 11-6 Test case 5ItemDescripti
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12.1 Why customize and integrate?Th
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}e.getIm().sendData(true, 100001, 8
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Example 12-2 RichTextClient’s log
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m_ImOpened.addElement(im);im.addImL
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Logging in with a password may be a
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else{System.out.println("Passed val
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catch (DuplicateObjectException e){
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Example 12-14 SametimeToken getToke
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}Once deployed to a suitable servle
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12.4.1 What are IIS and ASP?IIS is
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Example 12-18 VBScript to call Toke
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Attention: This purpose of this cha
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►►A broad set of applications h
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External customersFME’s customers
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DepartmentRoles and responsibilitie
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13.3.1 Software componentsIn this s
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Table 13-4 Objectives of each imple
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available. When appropriate, users
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Figure 13-5 An example page from FM
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►Change the text above the user n
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Figure 13-7 FME’s customized Same
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Methodology for implementing presen
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By integrating this with your Web a
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Why is this feature useful, since i
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able to access a a listing of the t
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To implement this client portion of
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When a user sends a message to the
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application can send an e-mail or a
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FME has decided to try and implemen
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5. A standard welcome message is se
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try{if (session != null){session.re
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Outside WorldHospitalsHealthcarePro
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►After each teller completes thei
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Attention: The stands for the form
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2. Next, we call an authentication
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Important: Please keep in mind that
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Implementing the customer sideWithi
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to the template DLL provided in the
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►►►►►►Anonymous logins
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Figure 13-25 illustrates the interf
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Implementing language translation t
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Main Discussion ThreadBoardAwarenes
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13.8 Phase 4: Future planned enhanc
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Figure 13-30 The Call Center Workpl
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OverviewSocial network analysis and
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2. Logging data on a specially adap
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ImplementationThe application was d
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import org.apache.soap.encoding.*;i
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Check the response.if (resp.generat
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PreparedStatement statement = null;
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The DatabaseStoreKeeper class also
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OutcomeThe following sections addre
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users on the system was not shown,
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OverviewIn this appendix, we will d
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►►►Agents listen for users en
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Within the chat dialog screen, we u
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system and whom they are in contact
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AcceptingChatReadyChattingFigure B-
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►►►►►►identifies the se
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Using the Web materialThe additiona
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Other publicationsThese publication
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Help from IBMIBM Support and downlo
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collaborative commerce rules and wo
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Result.jsp 110Reverse proxy support
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WebSphere Translation Server 418Web
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