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

5. A standard welcome message is sent to the customer informing them how touse the specific bot. If a specific syntax is required, this is indicated throughthe bot interface window.6. The customer then sends his query to the bot, which in turn interprets thequery.7. At this step, the bot calls the proper internal application, which searches forthe information customer requested in the back-end store. (In the case of thisexample, we used a Notes database, and used the native Java classesprovided by IBM Lotus Notes and Domino.)8. Finally, the bot returns the desired information to customer, based on thesubmitted query.Important: In this specific example, we used a Notes database as theback-end data store. Since the bot architecture is Java compliant, however,we can use any back-end source that is also Java compliant. For example,you can use bots to directly access relational databases such as IBM DB/2,Oracle, MS SQL Server, Informix®, and so on. You can also use theapplication servers’ built-in logic, such as with Siebel, SAP, PeopleSoft, andany other open standard application severs that supply a Java interface.Implementing the botSince the subject of designing and implementing bots has already been welldocumented in Chapter 3, “Sametime Bots” on page 49, we will not repeat all ofthe implementation details here. Instead, our goal is to just provide the necessarylogic to help you understand what the bot does and how it works at a high level.Important: The incident tracking bot we are implementing now is completelybased on the bot example available on the 3.3.2, “FAQ Bot” on page 61. Justminor changes must be made in order to transform the “FAQ Bot” into the“incident tracking” bot, using the FAQ Bot example.After properly initializing the necessary services, logging in to the server, andreceiving the incident number from the user, is time for the bot to give informationback to the user. In order to access the incident tracking application and locatethe desired incident, we used the “query” portion of the code from the FAQ Botexample to illustrate how to do this (Example 13-6 on page 397).396 Lotus Instant Messaging/Web Conferencing (Sametime): Building Sametime-Enabled Applications