Monday, December 16, 2013

FAQ on bundling ITS Plugin with Samtime client install


This article will guide you through to include Instant Team Sessions plug-in into Sametime 8.5.2/9 installer.

To get started you will be needing Sametime client installer and Instant Team Sessions plug-in install site.

Instant Team Sessions plug-in install site can be obtained from:
http://instant-tech.com/ITSresources.cfm

Take following steps to include Instant Team Sessions plug-in into Sametime installer:
1. Run Sametime client installer and extract files into a folder (say C:\Sametime9)



2.  After files have been extracted go into the specified location, folder should contain following files and folders.



3. Next go into “updateSite” folder.

4. Copy “TeamSessionsSite\features\Instant_TeamSessions_1.0.154.jar” from Instant Team Sessions plug-in install site to “updateSite/features” folder.

5. Copy “TeamSessionsSite\plugins\com.ibm.collaboration.realtime.instant.team._ST8_1.0.154.jar” from Instant Team Sessions plug-in install site to “updateSite/plugins” folder.

6. Next open site.xml located in updateSite folder in any text editor.

7. At the end of the file add following nodes under site tag.

   <feature id="Instant_TeamSessions" patch="false" url="features/Instant_TeamSessions_1.0.154.jar" version="1.0.154">
      <category name="Instant TeamSessions"/>
   </feature>


  <category-def label="Instant TeamSessions" name="Instant TeamSessions" />

8. Updated file will look like the following screen shot:



9. Next the Sametime 9 directory can be packaged back as a self-extractor executable. Self-extractor executable will need to launch the process “setup.exe” after successfully extracting files.

To create self extractor executable it is recommended to use 7Zip (http://www.wikihow.com/Use-7Zip-to-Create-Self-Extracting-excutables) or WinZip (http://kb.winzip.com/help/winzip/help_zip2exe.htm)





 

Friday, September 20, 2013

Uninstall IQMV4 plug-in from IBM Sametime Client

1. Start Sametime Client
2. Go to Tools->Plug-ins->Manage Plug-ins...






































3. Next, you will be presented with the following dialog, find and select the plug-in "Instant Queue V4" or "CannedResponses" (for V2)  and click on highlighted "Uninstall" link option.









































4. Next you will be prompted to uninstall the plug-in.











5. After the plug-in has been uninstalled you will be prompted to restart Sametime client to complete the uninstall process.

Uninstall IQMV4 plug-in from IBM Lotus Notes Client

Take following steps to enable plug-in management options in Lotus Notes client:

1. Using a text editor, open the following file: [Notes Install Directory]\framework\rcp\plugin_customization.ini























[Notes Install Directory] is usually C:\Program Files\IBM\Lotus\Notes

2. Perform one of the following steps:
 If the following line is not present, then add it to the end of the file:
  com.ibm.notes.branding/enable.update.ui=true
 
 If the line is present, make sure that the value is equal to true.

3. Save the file and close your text editor.


4. Go to Lotus\Notes\Data\workspace\.metadata\.plugins\org.eclipse.core.runtime\.settings
Edit com.ibm.notes.branding.prefs file

Edit 2nd line
[Before] 
#Thu Sep 08 11:56:06 PDT 2011
enable.update.ui=false
eclipse.preferences.version=1

[After] 
#Thu Sep 08 11:56:06 PDT 2011
enable.update.ui=true
eclipse.preferences.version=1


5. Restart Lotus Notes, if it is running.


Steps to uninstall plug-in:
1. Start Lotus Notes Client
2. Go to File->Application->Application Management...



3. Next, you will be presented with the following dialog, find and select the plug-in "Instant Queue V4" or "CannedResponses" (for V2)  and click on highlighted "Uninstall" link option.








































4. Next you will be prompted to uninstall the plug-in.











5. After the plug-in has been uninstalled you will be prompted to restart Lotus Notes client to complete the uninstall process.



Tuesday, August 13, 2013

Placing Outbound Chat Request in a Queue

When an outbound chat request is placed with Queue Manager then the specified Queue will check for presence of the customer/seeker for which the request is placed. And if the seeker appears to be available then Queue initiates an IM session with them. After the session is started seeker receives a welcome message and subsequently a free agent is located to assist seeker.

To place a outbound chat request a JSON request is to be sent to Queue Manager.

JSON request looks like the following snippet:

{"CRM":[
{"key":"webVistor","value":"false"},
{"key":"First_Name","value":"John"},
{"key":"Last_Name","value":"Doe"},
{"key":"STID","value":"CN=John Doe/OU=BIZ"},
{"key":"SametimeName","value":"John Doe"},
{"key":"QueueID","value":"Sales Support"},
{"key":"OutBoundRequest","value":"true"},
{"key":"Question","value":"Need help in resetting my password"}]}


JSON request contains following details:

1. Seeker First Name
2. Seeker Last Name
3. Seeker Sametime Id - Typically their email address or Active Directory Id
4. Seeker Display Name
5. Queue ID - Queue which should reach out to seeker
6. Seeker Query - Initial Query/Question for which Queue should reach out to seeker


JSON request should be submitted as a GET request to:
http://<<SERVER>>/ITFramework/servlet/CRMServlet?datajson=<<JSON_REQUEST>>

After the request is submitted to server, server will return response as "SUCCESS" if a request was successfully submitted. In case of an error, error message will be returned by the server.

Wednesday, June 5, 2013

Checking if Queue has available experts via a Rest API call

IQMV4 has a REST API call which returns back JSON response as follows:

[{"totalExperts":"XXXXX","availableExperts":"XXXXXX"}]

If the count of available experts is more than 0 then it would indicate that Queue is ready to service incoming seeker requests.

You will need to make a GET request to the following URL:
http://<<server>>/ITFramework/SessionDetails?queueName=<<Queue Name>>

For a working demo refer the following sample:
http://chatui.instant-tech.com/ITFramework/expert.html

Tuesday, May 28, 2013

Installing & Configuring IQMV4 Plug-in


Take following steps to enable plug-in installation in Lotus Notes client:

1. Using a text editor, open the following file: [Notes Install Directory]\framework\rcp\plugin_customization.ini
 [Notes Install Directory] is usually C:\Program Files\IBM\Lotus\Notes

2. Perform one of the following steps:
If the following line is not present, then add it to the end of the file:
com.ibm.notes.branding/enable.update.ui=true

If the line is present, make sure that the value is equal to true.

3. Save the file and close your text editor.


4. Go to Lotus\Notes\Data\workspace\.metadata\.plugins\org.eclipse.core.runtime\.settings
Edit com.ibm.notes.branding.prefs file

Edit 2nd line
[Before] 
#Thu Sep 08 11:56:06 PDT 2011
enable.update.ui=false 
eclipse.preferences.version=1

[After] 
#Thu Sep 08 11:56:06 PDT 2011
enable.update.ui=true
eclipse.preferences.version=1


5. Restart Lotus Notes, if it is running.

Steps to install plug-in:
1. Start Lotus Notes Client
2. Go to File->Application->Install...


3. Next, you will be presented with the following dialog, select "Search for new features to install" and click Next.


4. You will now see the following dialog, use the option "Add Folder Location..." and point to the folder containing plug-in install site.





5. After the plug-in is installed go to the Lotus Notes Preferences dialog and select the "Instant IQM V4" page.

6. On the preferences page you would want to specify URL to IQM V4 configuration database & credentials for connecting to it.


7. Next, you should be able to use the toolbar options available in the chat window while assisting a seeker.



Toolbar options allow to use canned messages, transfer conversation to another Queue/Expert or may be invite another expert into the conversation.





Tuesday, May 14, 2013

Installing Instant TeamSessions Plug-in in IBM Lotus Notes


Take following steps to enable plug-in installation in Lotus Notes client:

1. Using a text editor, open the following file: [Notes Install Directory]\framework\rcp\plugin_customization.ini
 [Notes Install Directory] is usually C:\Program Files\IBM\Lotus\Notes

2. Perform one of the following steps:
If the following line is not present, then add it to the end of the file:
com.ibm.notes.branding/enable.update.ui=true

If the line is present, make sure that the value is equal to true.

3. Save the file and close your text editor.


4. Go to Lotus\Notes\Data\workspace\.metadata\.plugins\org.eclipse.core.runtime\.settings
Edit com.ibm.notes.branding.prefs file

Edit 2nd line
[Before] 
#Thu Sep 08 11:56:06 PDT 2011
enable.update.ui=false 
eclipse.preferences.version=1

[After] 
#Thu Sep 08 11:56:06 PDT 2011
enable.update.ui=true
eclipse.preferences.version=1


5. Restart Lotus Notes, if it is running.

Steps to install plug-in:
1. Start Lotus Notes Client
2. Go to File->Application->Install...


3. Next, you will be presented with the following dialog, select "Search for new features to install" and click Next.


4. You will now see the following dialog, use the option "Add Folder Location..." and point to the folder containing plug-in install site.





































5. After the plug-in is installed go to the Lotus Notes Preferences dialog and select the "Team Sessions" page.

6. On the preferences page you would want to specify URL to Team Sessions Server & credentials for connecting to it.


7. Next, you should be able to use the toolbar option to see list of available rooms





Thursday, January 31, 2013

Refresh Documents in Instant Queue Logs Database


There are several situations where when the design of Instant Queue Logs database is updated, existing documents need sto refreshed so that the fields will recompute.

The following is the procedure to refresh the selected documents in Instant Queue Logs database.
  • Open the Instant Queue Logs database through Lotus Notes client.

  • Browse to a view in which the documents needs to be updated. Lets take example of view 'Agent Availability By Agent & Date'
  • Select all documents in the view (CTRL+A)
  • From the Lotus Notes menu click ‘Actions --> Administration --> Refresh Selected Documents’ to refresh the existing logs to recompute with the updated design

Friday, January 18, 2013

Updating Instant Team Sessions Plug-in Settings Programmatically



Take the following steps to modify the settings:

1. Access the Settings INI file
Path to plug-in settings file is as follows:
<< User's profile folder i.e. c:\users\username >>\AppData\Roaming\Lotus\Sametime\.metadata\.plugins\com.ibm.collaboration.realtime.instant.team._ST8


2. Contents of file look like the following screen shot:




















3. List of settings
   As specified in the above screen shot, the settings which need to be modified are as follows:
   st76483478_serverURL: Instant Team Sessions Server URL
   st76483478_username: Username, typically same as your Sametime Connect Client username
   st1773149419_password: Password for the username specified for the above mentioned username

4. Format of settings key is as follows:
 <<Community ID>> + setting

5. Code snippet to read settings is as follows:

6. Code snippet to write settings is as follows:


7. Complete code sample can be downloaded from http://chatui.instant-tech.com/its_faq_18_Jan_2013.zip

For information on password management, please contact Instant Technologies


Thursday, December 6, 2012

IQMV4 – Configure Queue Rollover



In IQMV 4.5 release it is now possible to specify rollover queue i.e. if in a queue no experts are available or online, incoming customer/seeker requests will be immediately routed to another queue. Rollover is instantaneous.

To configure rollover you will need to edit a queue definition and under “Broadcast” tab specify the queue to which the request should be transferred.