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

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AcceptingChatReadyChattingFigure B-8 Agent StatesWhere:► Ready: The agent applet is ready to respond to chat requests.► Accepting Chat: The agent is in the process of accepting a chat (see“Customer/Agent handshake” on page 464). From this state, the agenttransitions to chatting if the customer accepts the chat or back to ready if thecustomer applet rejects the chat.► Chatting: The agent is currently chatting with a customer. Once the chatfinishes, the customer transitions back to the ready state. In this state, theagent sets the CUSTOMER_NAME and COMPANY attributes so thisinformation displays on the other agent monitoring screens.Customer/Agent handshakeThe customer appears on all the agent screens. There is a possibility that morethan one agent could choose to respond. We must ensure that only oneestablishes a link. We do this through a handshake between the customer andagent. The customer applet accepts one and only one connection. This isillustrated in Figure B-9 on page 465.464 Lotus Instant Messaging/Web Conferencing (Sametime): Building Sametime-Enabled Applications
Customer Agent 1 Agent 2Customerbroadcasts requestfor assistance to allagents (via aSametime attributechange)Agent 1 sends a message viaUserInPlace.sendData()requesting permission tobegin a chatCustomer applet automaticallygrants permission to chatAgent 2 requests permission to begin a chatCustomer applet automatically denies permission to chatFigure B-9 Handshake between customer and agentHelper classesWe developed the following wrapper classes for this application. In addition totheir primary function, as described below, each class checks the return valuesfrom Sametime and report any errors.Back-end classes►►STcSession: A small wrapper class for the Sametime STSession class. Themain purpose of this class is to load all the components common to bothapplets (STBase and Places), hold references to the common services(CommunityService and PlacesService), and provide a simple interface tocreate Places.STcPlace: This much larger wrapper class for the Sametime Place objectkeeps track of all Places created, traps the sectionAdded events, andAppendix B. Online customer support application example 465
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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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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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Page 442 and 443: Figure 13-30 The Call Center Workpl
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Page 448 and 449: OverviewSocial network analysis and
Page 450 and 451: 2. Logging data on a specially adap
Page 452 and 453: ImplementationThe application was d
Page 454 and 455: import org.apache.soap.encoding.*;i
Page 456 and 457: Check the response.if (resp.generat
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Page 460 and 461: The DatabaseStoreKeeper class also
Page 470 and 471: OutcomeThe following sections addre
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Page 474 and 475: OverviewIn this appendix, we will d
Page 476 and 477: ►►►Agents listen for users en
Page 478 and 479: Within the chat dialog screen, we u
Page 480 and 481: system and whom they are in contact
Page 484 and 485: ►►►►►►identifies the se
Page 486 and 487: Using the Web materialThe additiona
Page 490 and 491: Other publicationsThese publication
Page 492 and 493: Help from IBMIBM Support and downlo
Page 494 and 495: collaborative commerce rules and wo
Page 496 and 497: Result.jsp 110Reverse proxy support
Page 498 and 499: WebSphere Translation Server 418Web
Page 502: Back coverLotus Instant Messaging/W
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