Simulate customer service interactions to verify the setup and explore the basic features of the CEA widgets.

Before you begin

Verify that the telephony system is functioning correctly.

About this task

Step 12 towards the goal: Setting up and using the communications enabled application samples
  • To complete this set of tasks, you must know the WC_defaulthost port of the application server that is running the PlantsByWebSphereAjax application.

    To view the port numbers assigned to a given server, first visit the following WebSphere Application Server administrative console page: Application servers > servername , where servername is the name of the application server; for example: server1. Then display the Ports table that is located in the Communications category of settings.

  • Before testing customer service interactions, you must verify that the ClickToCall widget is configured appropriately for your environment. First open the contactus.html file that is located in the following directory: profile_root /installedApps/<cellName>/PlantsByWebSphereAjax.ear/PlantsByWebSphere.war.

    Next, within contactus.html, locate the widgetNumber attribute (widgetNumber="sip:CSR@localhost"). If necessary, replace CSR@localhost with the SIP number (address) to be contacted when a click-to-call request is initiated. SIP phone numbers must be specified in the format sip:userName@hostName, where hostName is the host name or IP address of the IP PBX.

For more information about the sample application, see the supporting documentation that is provided in the PlantsByWebSphere directory of the CEA samples package that you can download from the WebSphere Application Server Samples page.

Procedure

  1. Start the customer and customer service representative softphones.
  2. Acting as a customer service representative, register the CallNotification widget with the communications infrastructure.
    1. Start a new web browser instance and load the PlantsByWebSphereAjax for CEA home page, http://hostname:port/PlantsByWebSphereAjax/, where hostname is the host name or address of the application server, and port is the WC_defaulthost port of the appropriate application server; for example: http://localhost:9080/PlantsByWebSphereAjax/
    2. Click the Call Notification link.
    3. Within the CallNotification widget, enter sip:CSR@hostname, where hostname is the host name or address of the application server that is running the sample IP PBX application; for example: sip:CSR@localhost.
    4. Click the Start Call Notification button.
  3. Acting as a customer, use the ClickToCall widget to call (contact) the customer service representative.
    1. Start a new web browser instance and load the PlantsByWebSphereAjax for CEA home page, http://hostname:port/PlantsByWebSphereAjax/, where hostname is the host name or address of the application server, and port is the WC_defaulthost port of the appropriate application server; for example: http://localhost:9080/PlantsByWebSphereAjax/
      Best practice Best practice: When completing this task on a single machine, you must use two separate web browsers from different vendors; otherwise, results are unpredictable. For example, do not attempt to use two tabs within the same instance of a given browser, or even two separate instances of the same browser; for example, Firefox. Always use two separate browsers from different vendors; for example, Firefox and Internet Explorer, Chrome and Safari.bprac
    2. Click the Contact Us link.
    3. Within the ClickToCall widget, enter sip:Customer@hostname , where hostname is the host name or address of the application server that is running the sample IP PBX application; for example: sip:Customer@localhost.
    4. Click the Call Me button.
  4. Acting as the customer service representative, use the X-Lite softphone to answer the call.
  5. Acting as the customer, use the Express® Talk Basic softphone to answer the call.
  6. Acting as the customer service representative, use the CallNotification widget to start a web collaboration session with the customer.
    1. Within the CallNotification widget, click Cobrowse.
  7. Acting as the customer service representative, send a web page to the customer. Then verify that the customer received the page.
    1. Navigate to an appropriate page, and click Send Page.
    2. Verify that the page is displayed in customer's browser.
  8. Acting as the customer service representative, set up the Collaboration Dialog to automatically send the customer each new web page that is viewed. Then verify that the customer automatically receives new pages.
    1. Within the Collaboration Dialog, click Follow Me and view several different pages in the site.
    2. Verify that the final page is displayed in the customer's browser.
  9. Acting as the customer service representative, highlight an area of a page for the customer. Then verify that the area was highlighted correctly in the customer's view.
    1. Within the Collaboration Dialog, click Highlight.
    2. Move your mouse pointer across the page to view the areas of the page that can be highlighted.
    3. Click the area of the page that you want to highlight in the customer's browser.
    4. Verify that the same area of the page is highlighted in the customer's browser.
  10. To end the collaboration session, complete the following steps in the web browser of the customer or the customer service representative:
    1. Click the Close icon that is located in the upper right-hand corner of the Collaboration Dialog.
    2. In the Cobrowse widget, click End Collaboration Session.

What to do next

Simulate cobrowsing interactions to further explore the features of the CEA widgets.
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Last updated: April 17, 2014 10:32 PM CDT
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