Lotus Instant Messaging/ Web Conferencing ... - IBM Redbooks

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application can send an e-mail or an instant message to the user, notifying themabout the problem report document.To implement this status checking feature within a workflow application, we canchoose from at least two available techniques:►This feature could be implemented by using the Java Toolkit, essentiallycreating a Java agent that uses the Sametime Java Toolkit features to checkfor user availability. For a complete example on how to implement statuschecking functionality using this method, please refer to 6.3, “TheAnnouncementSender application” on page 141. There you will find step bystep instructions on how to implement a Sametime enabled workflowapplication.Note: While we are using a Notes application for this specific example, theuse of this technique is not by any means restricted to Notes basedapplications only. The techniques described at 6.3, “TheAnnouncementSender application” on page 141 are Java compliantmethods. Accordingly, this approach can be used in any Java basedapplication environment.►The second approach to checking a user’s online status is to use a Webservice. From an architectural perspective, this approach has significantadvantage. Using a Web service, the logic of querying the user status withinthe Sametime environment can be re-utilized by any application within theenterprise.For a complete example on how to implement an workflow application using aWeb service, please refer to 6.4, “The AnnouncementSender Web service” onpage 148. There you find step-by-step instructions on how to implement aSametime-enabled workflow application.13.7 Phase 3: Expanding to outside worldWith Sametime features working to help increase productivity for FMEemployees, FME now wishes to shift its focus and expand these tools to itsoutside customer base. Using Sametime Toolkits, we extend the functionality tocreate a more direct and efficient link between the external customers and theinternal employees.The following upcoming sections discuss how FME would implement newfunctionality to help its customers:► Section 13.7.1, “Provide users with self service tools” on page 393392 Lotus Instant Messaging/Web Conferencing (Sametime): Building Sametime-Enabled Applications
►►Section 13.7.2, “Provide customers ability to call for online support” onpage 400Section 13.7.3, “Track user activity and provide active call center behavior” onpage 408► Section 13.7.4, “Maintain logging of online customer conversations” onpage 411► Section 13.7.5, “Allow educational sessions with customers” on page 413►Section 13.7.6, “Implementing multilanguage educational sessions” onpage 417Important: Please be aware that when we talk about expanding Sametimefeatures outside of the company’s network to an extranet, some seriousdeployment considerations need to be addressed. For example, there arespecific firewall and reverse proxy solutions that need to be designed,implemented, and configured very carefully. The objective of this chapter andof this redbook is not to deal specifically with the deployment related issues.As a deployment reference, we recommend that you review the followingsources:►►►Sametime 3.1 Installation Guide (see 2.2.1, “Sametime SoftwareDevelopment Kit (SDK) documentation” on page 22 for details on how tofind this publication).Sametime 3.1 Administration Guide (see 2.2.1, “Sametime SoftwareDevelopment Kit (SDK) documentation” on page 22 for details on how tofind this publication).Lotus Sametime 2.0 Deployment Guide, SG24-6206. This redbook isbased on a old version of Sametime. However, it gives a goodunderstanding of basic Sametime architecture and deployment concepts.13.7.1 Provide users with self service toolsFME has a high volume of repetitive calls that concern the following questions:► Estimated delivery dates for equipment and sales proposals► Checking the status of a support incident► Checking the status for a custom equipment order► Checking delivery status for medical apparelIf the mechanism to provide a response for these common questions can beproperly automated through the company’s Web site, this would reduce the loadon the call center attendants and provide faster customer response time.Chapter 13. Visioning scenario: Sametime enterprise integration 393
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Front coverLotus Instant Messaging/
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Note: Before using this information
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2.3.5 Microsoft Visual C++ . . . .
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8.4.4 Sametime server preparation .
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Part 3. Bringing it together. . . .
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xLotus Instant Messaging/Web Confer
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TrademarksThe following terms are t
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Jonas Covey is a Senior I/T Special
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Become a published authorJoin us fo
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2 Lotus Instant Messaging/Web Confe
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3.1 APIs. Finally, we describe the
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1.3 Sametime servicesSametime API f
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1.3.2 Sametime online meeting servi
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The Sametime Links Toolkit allows y
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►the administrator to determine w
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1.6.2 Multiplatform support in STLi
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Note: The administrator must enable
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►►closely have the meeting cent
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20 Lotus Instant Messaging/Web Conf
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2.1 Setting up the development envi
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►►►►►►Sametime 3.1 C++
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2.3.1 IBM WebSphere Studio Applicat
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Figure 2-4 New entry for Sametime C
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Figure 2-6 Adding a classpath varia
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Figure 2-9 Adding a new library4. N
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Figure 2-11 Adding a library to the
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Figure 2-13 Environment Variables s
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Figure 2-16 The Sametime C++ Toolki
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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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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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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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