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

Important: Please keep in mind that the solution described here (creating anonline help desk) can be accomplished in several different ways. Using theSametime Links Toolkit is one possible approach, which we considered to bethe fastest approach with the least amount of effort. Please note, however,that it is possible to implement a full client-server solution based on the Java,C++, or COM Toolkits.In Chapter 8, “Places and Place awareness” on page 183, the applicationexample illustrated can be applied to address the needs of a call centerapplication. It provides more advanced functions such as sections, serverapplications, and activities.The following publications also show specific examples of how to create a callcenter solution, as well as other potential uses for Places and sections within aPlace-based Sametime solution. These solutions have primarily beendeveloped using techniques other than Sametime Links:►►►Chapter 8, ““Sametime development”, of the B2B Collaborative Commercewith Sametime, QuickPlace, and WebSphere Commerce Suite,SG24-6218Working with the Sametime Client Toolkits, SG24-6666Working With Sametime Community Server Toolkit, SG24-666713.7.3 Track user activity and provide active call center behaviorNow we have a powerful communication tool available for customers to chat withcall center attendants. FME wishes to implement the capability to monitor whichareas of the Web site customers are visiting most frequently. Ultimately, thiscapability will allow FME to better understand their customers’ needs andhopefully improve service. If call center attendants know which page or area ofthe Web site a customer is currently on, then the attendant can proactively offerassistance.How do we accomplish this request?To keep track of who is on the Web site we will leverage features of SametimeLinks and make use of Sametime's ability to accept both anonymous logins, aswell as logins for registered users. We will also make use of its ability to trackPlaces. For a detailed review of how to implement this capability, please refer to“Allow an agent to see who is on their Web site” on page 247.In this case, the virtual Places are sections of the Web site, such as the helpcenter, or any of the pages focused on informing the customer about FME,monitoring systems, diagnostic images, parts and accessories, and so on.408 Lotus Instant Messaging/Web Conferencing (Sametime): Building Sametime-Enabled Applications