IBM Deploying User Manual

0 (0)

Deploying and Customizing IBM Sales Center for WebSphere Commerce V6

Automated deployment with IBM

Tivoli Configuration Manager and IBM

WebSphere Everyplace Deployment

User interface and role-based customization

Customer Care integration with Sametime

Rufus Credle

Rajesh Adukkadukkath

Amit Jain

Lorilee Jarosinski

Ravindra Pratap Singh

Mojca Spazzapan

Dagmara Ulanowski

ibm.com/redbooks

International Technical Support Organization

IBM Sales Center for WebSphere Commerce V6

April 2007

SG24-7249-00

Note: Before using this information and the product it supports, read the information in “Notices” on page ix.

First Edition (April 2007)

This edition applies to Microsoft Windows XP, Microsoft Windows 2000 Server, Microsoft Windows 2003 Server, IBM Rational Application Developer V6.0.1.1, WebSphere Application Server Test Environment V6.0.2.5, IBM Sales Center for WebSphere Commerce V6.0, IBM WebSphere Commerce Developer V6.0, WebSphere Commerce Enterprise V6.0, DB2 Universal Database V8.2.3, IBM HTTP Server V6.0, WebSphere Application Server Network Deployment V6.0.

Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi The team that wrote this IBM Redbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii Become a published author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiv Comments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Part 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Chapter 1. IBM Sales Center for WebSphere Commerce V6.0 . . . . . . . . . . 3 1.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1.2 IBM Sales Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 1.3 IBM Sales Center benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2. Overview of the IBM Sales Center environment . . . . . . . . . . . . 9 2.1 IBM Sales Center’s high-level architecture . . . . . . . . . . . . . . . . . . . . . . . . 10 2.2 IBM Sales Center’s functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 2.2.1 Working with stores. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 2.2.2 Creating new customers and working with existing customers. . . . . 12 2.2.3 Performing order-related actions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 2.2.4 Performing quote-related activities . . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.2.5 Performing product-related activities. . . . . . . . . . . . . . . . . . . . . . . . . 13 2.2.6 Understanding ticklers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.2.7 Understanding returns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.2.8 User experience features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.2.9 IBM Support Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 2.3 IBM Sales Center default workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 2.4 Comparing IBM Sales Center with WebSphere Commerce Accelerator . 20

Part 2. Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Chapter 3. IBM Sales Center development environment installation . . . . 25 3.1 WebSphere Commerce Developer requirements . . . . . . . . . . . . . . . . . . . 26 3.1.1 Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 3.1.2 Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 3.1.3 Networking requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 3.2 Prerequisites for WebSphere Commerce Developer installation . . . . . . . 29 3.2.1 IBM Rational Application Developer V6.0 installation . . . . . . . . . . . . 30

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3.2.2 Applying the IBM Rational Application Developer fixes . . . . . . . . . . 34 3.2.3 Applying the WebSphere Application Server Test Environment fixes35 3.2.4 IBM Sales Center for WebSphere Commerce installation . . . . . . . . 38 3.3 WebSphere Commerce Developer install . . . . . . . . . . . . . . . . . . . . . . . . . 38 3.3.1 Installing both the toolkits on the same machine . . . . . . . . . . . . . . . 40

3.3.2 Installing the IBM Sales Center toolkit in the WebSphere Commerce development environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

3.3.3 Installing only the IBM Sales Center toolkit. . . . . . . . . . . . . . . . . . . . 43

Chapter 4. IBM Sales Center production environment installation . . . . . 45 4.1 IBM Sales Center client requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 4.1.1 Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 4.1.2 Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 4.1.3 Networking requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 4.2 Prerequisites to use the IBM Sales Center client . . . . . . . . . . . . . . . . . . . 47 4.2.1 WebSphere Commerce server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 4.2.2 IBM Sales Center client security considerations . . . . . . . . . . . . . . . . 49 4.2.3 IBM Sales Center distribution mechanisms . . . . . . . . . . . . . . . . . . . 49 4.3 IBM Sales Center Quick Install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 4.3.1 IBM Sales Center for WebSphere Commerce interactive install. . . . 52 4.3.2 Manual installation of the IBM Sales Center updates using the Eclipse Update Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

4.4 Manual installation of customizations using

the Eclipse Update Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 4.5 Automatic installation of customizations and updates. . . . . . . . . . . . . . . . 61 4.5.1 The production installation of IBM Sales Center . . . . . . . . . . . . . . . . 61 4.5.2 Automatically deploying customizations using IBM Tivoli Configuration Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 4.5.3 Automatically deploying customizations using WebSphere Everyplace Deployment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Part 3. IBM Sales Center customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Chapter 5. Requirements and design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 5.1 Planning and designing IBM Sales Center customizations . . . . . . . . . . . . 96 5.1.1 Phase 1: Requirements gathering. . . . . . . . . . . . . . . . . . . . . . . . . . . 96 5.1.2 Phase 2: Fit-gap analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 5.1.3 Phase 3: Solution design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 5.1.4 Phase 4: Macro design and micro design . . . . . . . . . . . . . . . . . . . . . 98 5.1.5 Phase 5: Post-design activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 5.2 An example using IBM Sales Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 5.2.1 Requirements gathering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 5.2.2 Fit-gap analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 5.2.3 Solution design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

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5.2.4 Macro design and micro design . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Chapter 6. Customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 6.1 IBM Sales Center client changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 6.2 WebSphere Commerce server changes . . . . . . . . . . . . . . . . . . . . . . . . . 113 6.3 IBM Sales Center and WebSphere Commerce changes . . . . . . . . . . . . 114 6.4 Integration customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Chapter 7. Developing customizations for IBM Sales Center . . . . . . . . . 119 7.1 Skill prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 7.2 IBM Sales Center architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 7.2.1 The Eclipse framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 7.2.2 The IBM Sales Center user interface framework . . . . . . . . . . . . . . 125 7.3 Steps to develop customizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 7.4 Developing the IBM Sales Center client components . . . . . . . . . . . . . . . 128 7.4.1 User interface organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 7.4.2 User interface elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 7.4.3 IBM Sales Center framework user interface elements . . . . . . . . . . 139 7.4.4 Service requests and Service request handlers . . . . . . . . . . . . . . . 142 7.4.5 Model object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 7.4.6 UserData property. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 7.4.7 UserData support for the command extension . . . . . . . . . . . . . . . . 144 7.4.8 Dynamic extension ID resolvers . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 7.4.9 System configurators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 7.4.10 Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 7.5 Developing IBM Sales Center server components . . . . . . . . . . . . . . . . . 148 7.5.1 Message mappers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 7.5.2 Response builders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 7.5.3 WebSphere Commerce server customizations. . . . . . . . . . . . . . . . 151

Chapter 8. Development tools and customization deployment . . . . . . . 153 8.1 Development tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 8.1.1 Deciding on the development environment to use . . . . . . . . . . . . . 154 8.1.2 Widget hover logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 8.1.3 Enabling the task of showing the contents . . . . . . . . . . . . . . . . . . . 158 8.1.4 Debugging in the IBM Sales Center development environment . . . 160 8.1.5 Tracing in the IBM Sales Center development environment. . . . . . 161 8.1.6 Enabling tracing and debugging in the IBM Sales Center client . . . 161 8.2 Deploying the customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 8.2.1 Exporting the client code from the development environment . . . . 163 8.2.2 Exporting the server code from the development environment. . . . 166 8.2.3 Deploying the customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Part 4. Customization scenario examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

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Chapter 9. User interface customization. . . . . . . . . . . . . . . . . . . . . . . . . . 171 9.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 9.2 Implementing the customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 9.3 Developing the WebSphere Commerce server backend . . . . . . . . . . . . 176 9.3.1 Defining the new table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 9.3.2 Implementing the new ExtPet EJB and ExtPetAccessBean . . . . . . 177 9.3.3 Implementing the new commands . . . . . . . . . . . . . . . . . . . . . . . . . 178 9.4 Developing the Sales Center client customization base . . . . . . . . . . . . . 179 9.4.1 Defining the configurator and the properties . . . . . . . . . . . . . . . . . . 179 9.4.2 Defining the new model objects . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 9.5 Developing the new customer pet editor page . . . . . . . . . . . . . . . . . . . . 186 9.5.1 Implementing the user interface components . . . . . . . . . . . . . . . . . 187 9.5.2 Implementing the integration code on the client side (part 1) . . . . . 205 9.5.3 Implementing the integration code on the server side . . . . . . . . . . 214 9.5.4 Implementing the integration code on the client side (part 2) . . . . . 220 9.6 Developing the new add pet dialog box . . . . . . . . . . . . . . . . . . . . . . . . . 222 9.6.1 Implementing the user interface components . . . . . . . . . . . . . . . . . 223 9.7 Developing the find customer by pet dialog box . . . . . . . . . . . . . . . . . . . 230 9.7.1 Implementing the user interface components . . . . . . . . . . . . . . . . . 231 9.7.2 Implementing the integration code on the server side . . . . . . . . . . 234 9.7.3 Implementing the integration code on the client side . . . . . . . . . . . 241 9.8 Loading the customizations into WebSphere Commerce Developer . . . 244 9.8.1 Installing the WebSphere Commerce Developer 6.0.0.1 Fix Pack . 244 9.8.2 Creating the XPET table on the WebSphere Commerce toolkit . . . 245 9.8.3 Loading the access control policies . . . . . . . . . . . . . . . . . . . . . . . . 246 9.8.4 Mapping a modified Business Object Document message. . . . . . . 247 9.8.5 Importing the EJB JAR file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249 9.8.6 Importing the commands and the new bodreply messages . . . . . . 250 9.8.7 Loading the client code into the IBM Sales Center toolkit. . . . . . . . 251 9.9 Testing the customized code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Chapter 10. Role-based customizations . . . . . . . . . . . . . . . . . . . . . . . . . . 257 10.1 Duplicating an existing role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258 10.1.1 Creating a new role and a user in the Organization Administration

console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258 10.1.2 Revising and loading the access control policies . . . . . . . . . . . . . 259 10.1.3 Extending the server code for ShowStore. . . . . . . . . . . . . . . . . . . 262 10.1.4 Extending the client side for the new role . . . . . . . . . . . . . . . . . . . 266 10.1.5 Testing the new role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

10.2 Chapter checkpoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269 10.3 Displaying the menu items based on the roles . . . . . . . . . . . . . . . . . . . 269 10.3.1 Installing the samples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269 10.3.2 Extending the samples to display the context menu . . . . . . . . . . . 270

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10.3.3	Creating the activities and activity sets and mapping
	them to roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	274
10.3.4	Testing your changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	280
10.3.5	Deploying to production for both the server and the client . . . . . .	283

Part 5. Integration customization scenario examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

Chapter 11. Customer Care integration with Lotus Sametime . . . . . . . . 287 11.1 Introduction to Customer Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288 11.2 Installation and configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288 11.2.1 Software prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288 11.2.2 Installing IBM Lotus Sametime . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

11.2.3 Changing the default Hypertext Transfer Protocol port for the Sametime server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

11.2.4 Installing the Customer Care component . . . . . . . . . . . . . . . . . . . 290 11.2.5 Enabling Customer Care in WebSphere Commerce . . . . . . . . . . 291 11.2.6 Configuring the Lotus Sametime self-registration feature . . . . . . . 294 11.2.7 Enabling the flex flow for the Customer Care feature . . . . . . . . . . 296 11.3 Adding Customer Care to your store. . . . . . . . . . . . . . . . . . . . . . . . . . . 297 11.4 Integrating Customer Care with IBM Sales Center . . . . . . . . . . . . . . . . 299 11.4.1 Use case example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300 11.4.2 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301 11.4.3 Sample integration application implementation. . . . . . . . . . . . . . . 301 11.4.4 Scope for further expansion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312

Part 6. Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313

Chapter 12. Installing, configuring, and running the WebSphere Commerce Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315 12.1 Introduction to WebSphere Commerce Analyzer . . . . . . . . . . . . . . . . . 316

12.2 Installing the WebSphere Commerce Analyzer. . . . . . . . . . . . . . . . . . . 317 12.2.1 WebSphere Commerce databases supported by WebSphere

Commerce Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317 12.2.2 Hardware and software prerequisites . . . . . . . . . . . . . . . . . . . . . . 317 12.2.3 The WebSphere Commerce Analyzer installation program . . . . . 318 12.3 Preparing WebSphere Commerce for analytics . . . . . . . . . . . . . . . . . . 324 12.3.1 Configuring WebSphere Commerce to record analytics data . . . . 324

12.3.2 Verifying the currency conversions setup in

WebSphere Commerce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329 12.3.3 Collecting the information required for WebSphere Commerce

Analyzer configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329 12.4 WebSphere Commerce Analyzer configuration . . . . . . . . . . . . . . . . . . 330 12.5 Integrating the WebSphere Commerce Analyzer with WebSphere

Commerce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341

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12.6 Running the WebSphere Commerce Analyzer . . . . . . . . . . . . . . . . . . .		343
12.6.1	Running the capture program on the WebSphere
	Commerce database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	343
12.6.2	Running the replication and the extract, transform,
	and load processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	345

Chapter 13. Developing and customizing customer service reports . . . 347 13.1 WebSphere Commerce customer service reports . . . . . . . . . . . . . . . . 348 13.2 Developing customer service reports . . . . . . . . . . . . . . . . . . . . . . . . . . 350 13.2.1 Writing the JavaServer Page files . . . . . . . . . . . . . . . . . . . . . . . . . 350 13.2.2 Writing the Extensible Markup Language files . . . . . . . . . . . . . . . 358 13.2.3 Updating the common files to reflect the new report. . . . . . . . . . . 361 13.2.4 Loading the access control policies for new reports . . . . . . . . . . . 366

13.3 Displaying the customer service reports in the WebSphere Commerce Accelerator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368

Appendix A. Additional material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375 Locating the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375 Using the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376 How to use the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377 IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377 Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377 How to get IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382 Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

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Notices

This information was developed for products and services offered in the U.S.A.

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x IBM Sales Center for WebSphere Commerce V6

Preface

The IBM Sales Center for WebSphere Commerce V6 is an application for customer service representatives to capture and manage customer orders. This IBM® Redbook helps you understand IBM Sales Center for WebSphere Commerce and provides you with how-to instructions to deploy the business solution, customize it, and integrate the Sales Center with other applications.

This IBM Redbook helps you install, tailor, and configure the Sales Center development environment and production environment for creating and deploying the Sales Center customizations. In addition, this book discusses the use of IBM Tivoli Configuration Manager and IBM WebSphere Everyplace Deployment, to perform automated deployment.

This book discusses how to plan and design Sales Center customizations. Examples are provided to help you through this process. The customization scenarios that include the integration of additional IBM software and original equipment manufacturer (OEM) software are described.

This book provides user interface and role-based customization examples to demonstrate customization within the user interface framework and the role-based tools.

This book also provides code sample that you can use to integrate IBM Lotus Sametime V7.5 into Sales Center, where live help and customer care functionality are achieved.

IBM WebSphere Commerce Analyzer allows you to view analytical data and provide customer service reports. This book provides instructions about how to use this tool to gather information for analyzing data in order to help the marketing, sales, and customer service representative supervisors take more informed business decisions.

This book is useful for IT architects, IT specialists, application designers, application developers, application deployers, and consultants because it contains information that is necessary to design, develop, deploy, and customize.

The team that wrote this IBM Redbook

This IBM Redbook was produced by a team of specialists from around the world working at the International Technical Support Organization (ITSO), Poughkeepsie Center, USA.

Rufus Credle is a Certified Consulting IT Specialist at the ITSO, Raleigh Center. In his role as Project Leader, he conducts residencies and develops IBM Redbooks™ on network operating systems, enterprise resource planning (ERP) solutions, voice technology, high availability, and clustering solutions, Web application servers, pervasive computing, IBM and OEM e-business applications, IBM System x™, IBM eServer™ xSeries®, and IBM BladeCenter®. The various positions he has held during the course of his career at IBM include assignments in administration and asset management, systems engineering, sales and marketing, and IT services. He holds a BS degree in Business Management from Saint Augustine's College. He has been employed at IBM for 26 years.

Rajesh Adukkadukkath is a Staff Software Engineer in India Software Labs, Bangalore, India. He has six years of experience in software design and development of e-business, network management systems, and client-server technologies. He holds a degree in Master of Computer Applications from Bharathiar University, Coimbatore, India. He has worked extensively on IBM Sales Center development for WebSphere Commerce and his areas of expertise include Java™ and Java 2 Platform, Enterprise Edition (J2EE™) technologies, including plug-in development on the Eclipse framework.

Amit Jain is a Technical Architect in the Portal and eCommerce competency at IBM India. He has nine years of experience in consulting, software design, and development of e-business and client-server technologies. He has carried out extensive work on WebSphere Commerce customizations for several IBM customers. He has been with IBM since 2000. He holds a degree in Computer Science from Rohailkhand University, India. His areas of expertise include solution design, analysis, and development of Java and J2EE applications, and IBM WebSphere® technologies. He has practical experience in problem determination and resolution.

Lorilee Jarosinski is a Staff Software Developer at the IBM Toronto Lab. She is responsible for programming and customizing tutorials for WebSphere Commerce. She has five years of experience working on the build, development, and technical writing teams. She has written extensively on IBM Sales Center customization, including tutorials, samples, and a white paper. Lorilee holds a degree in Computer Science from York University, Toronto.

xii IBM Sales Center for WebSphere Commerce V6

Ravindra Pratap Singh is a Software Engineer in IBM India. He has over three years of experience in the WebSphere Commerce field. He holds a Master of Computer Applications degree from Jawaharlal Nehru University, New Delhi, India. His areas of expertise include WebSphere Commerce Analyzer. He has written several articles and tutorials in IBM developerWorks® about WebSphere Commerce and WebSphere Commerce Analyzer.

Mojca Spazzapan is an Advisory Product Services Specialist for WebSphere Commerce in the Europe, Middle East, and Africa (EMEA) support team, working in IBM Slovenia since 2001. She has four years of experience in diverse WebSphere Commerce products areas, with practical experience in problem determination and resolution. She holds a Master’s degree in Electrical Engineering from the University of Ljubljana, Slovenia. Mojca’s areas of expertise include software programming, middleware applications, and e-commerce. She has co-authored an IBM Redbook, WebSphere Commerce V5.4 Handbook: Architecture and Integration Guide, SG24-6567, and an IBM Redpaper, WebSphere Commerce V5.4 for Solaris and Oracle9i, Infrastructure and Deployment Patterns, REDP-0316.

Dagmara Ulanowski is a WebSphere Commerce Consultant with the IBM Software Services for WebSphere team, working in IBM Canada. She has several years of experience in consulting and developing e-commerce solutions using WebSphere Commerce. She has worked on implementing the WebSphere Commerce solution for various IBM customers. She holds an Honors degree in Computer Science from York University, Toronto, Canada. Her areas of expertise include IBM Sales Center and IBM WebSphere Commerce Accelerator customization.

Thanks to the following people for their contributions to this project:

Carolyn Sneed, Tamikia Barrow

ITSO, Poughkeepsie Center

Brian Nolan, IT Architect, WebSphere Business Integration Services Planning IBM Research Triangle Park

Bill MacIver, WebSphere Commerce Suite Sr Development Manager IBM Markham, Canada

Carl Kaplan, Worldwide e-Commerce Sales

IBM Waltham

Anthony Tjong, Manager, WebSphere Commerce Development

IBM Markham, Canada

Preface xiii

Michael Au, Manager, WebSphere Commerce Foundation Development

IBM Markham, Canada

Peter Swithinbank, ITSO Project Leader

IBM Hursley, UK

Andy Kovacs, Support, Quality, and Measurements

IBM Markham, Canada

Tack Tong, Markham Lab

IBM Markham, Canada

Judy Chan, WebSphere Commerce Business-to-Business Solutions

IBM Markham, Canada

Brian Thomson, STSM Performance, Scalability, Availability

IBM Markham, Canada

Glenn Jones, SWG VoIP Infrastructure, Backup AFS® Cell Admin

IBM Markham, Canada

Wai-Kong Ho, Senior IT Specialist

IBM, Australia

Jegathasan Thambipillai, End User Support

IBM Toronto

Ramya Rajendiran, Associate Software Engineer

IBM India

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Find out more about the residency program, browse the residency index, and apply online at:

ibm.com/redbooks/residencies.html

xiv IBM Sales Center for WebSphere Commerce V6

Comments welcome

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We want our IBM Redbooks to be as helpful as possible. Send us your comments about this or other IBM Redbooks in one of the following ways:

Use the online Contact us review IBM Redbook form found at: ibm.com/redbooks

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Preface xv

xvi IBM Sales Center for WebSphere Commerce V6

Part 1

Part 1 Introduction

This part introduces IBM Sales Center for WebSphere Commerce V6 and discusses the functionality and value of this product.

2 IBM Sales Center for WebSphere Commerce V6

Chapter 1. IBM Sales Center for WebSphere Commerce V6.0

This chapter describes the most common call center pains and how you can resolve them using IBM Sales Center for WebSphere Commerce.

1.1 Introduction

IBM Sales Center for WebSphere Commerce is a new and separately orderable feature that leverages the catalog, order management, promotions, and merchandising capabilities of WebSphere Commerce to provide call center representatives with the functionalities they require to service and up-sell to cross-channel customers.

More than two-thirds of customers were unsatisfied with agent-assisted phone support. Many companies are finding that their existing call center applications are failing to accommodate the high volume of requests they receive and that the call center representatives have inadequate access to customer data and order data from other channels. In addition, most call center representatives are not equipped to perform cross-sell and up-sell activities, losing additional revenue opportunities. IBM Sales Center for WebSphere Commerce helps address these issues and contributes to a more efficient call center operation.

4 IBM Sales Center for WebSphere Commerce V6

Figure 1-1 shows a sample IBM Sales Center customer editor.

Figure 1-1 IBM Sales Center customer editor

Chapter 1. IBM Sales Center for WebSphere Commerce V6.0 5

Figure 1-2 shows a sample IBM Sales Center order editor.

Figure 1-2 IBM Sales Center order editor

1.2 IBM Sales Center features

IBM Sales Center’s key features include the following:

Works with multiple stores, orders, and customers simultaneously

Views cross-sell, up-sell, and promotion information

Finds and compares products, and views product availability

Views and takes control of customers’ shopping carts

Creates quotes and turns them into orders

Overrides contract and list pricing

Creates, updates, cancels orders, and processes payments

Creates and manages profiles and ticklers (reminders)

Integrates with other applications

6 IBM Sales Center for WebSphere Commerce V6

1.3 IBM Sales Center benefits

IBM Sales Center provides the following benefits:

Improves the productivity of call center employees

Increases sales in call center through cross-sell and up-sell

Improves service for cross-channel customers

Reduces IT cost and complexity by using a central server for both the call center and the Web, and by reducing the number of systems requiring replicated catalog, customer, promotion, and order data

Chapter 1. IBM Sales Center for WebSphere Commerce V6.0 7

8 IBM Sales Center for WebSphere Commerce V6

Chapter 2. Overview of the IBM Sales

Center environment

This chapter discusses the IBM Sales Center architecture and the functions of the IBM Sales Center environment. It also provides a comparison with the IBM WebSphere Commerce Accelerator tool.

2.1 IBM Sales Center’s high-level architecture

IBM Sales Center for WebSphere Commerce consists of the IBM Sales Center client component and the WebSphere Commerce server. A large number of IBM Sales Center clients can connect to the WebSphere Commerce server using Web services. Multiple customer service representatives (CSRs) can use IBM Sales Center clients simultaneously to perform their daily tasks. IBM Sales Center accesses and updates the data in the WebSphere Commerce database. This data, for example, order and product information, is the same data accessed and updated through the storefront and the WebSphere Commerce Accelerator tool.

Figure 2-1 shows a high-level view of the IBM Sales Center clients and the WebSphere Commerce server. The IBM Sales Center clients are installed directly on the CSRs’ machines unlike browser-based tools.

	Interactive		Database	WebSphere
Switch	Voice	CTI Server	Database	WebSphere
Switch	Response	CTI Server	Server	Commerce
Telephone
Network
	IVR
	Phone Line
		Network Line
Telephone	Telephone		Telephone
Agent Desktop		Agent Desktop		Agent Desktop
with IBM Sales		with IBM Sales		with IBM Sales
Center		Center		Center

Figure 2-1 A high-level view of IBM Sales Center

10 IBM Sales Center for WebSphere Commerce V6

2.2 IBM Sales Center’s functionality

IBM Sales Center provides various functionalities for CSRs to work easily and efficiently with WebSphere Commerce. The following sections describe some of these functionalities.

2.2.1 Working with stores

With IBM Sales Center, you can work with any of the stores your role has access to, for example, WebSphere Commerce might contain a consumer direct store and a business-to-business direct store (Figure 2-2). If your role is to service the customers of the consumer direct store, you may be restricted from viewing the business-to-business direct store. Any of the stores with which you are working are listed in the Stores view. Figure 2-2 shows an example of the Stores view with three stores open, Business-to-business Direct, Consumer Direct, and Sample Business-to-business Reseller.

Figure 2-2 A Stores view

Chapter 2. Overview of the IBM Sales Center environment 11

2.2.2 Creating new customers and working with existing customers

You can create new customers and work with existing customers in IBM Sales Center. Existing customers might have registered themselves through the storefront or might have been created by another CSR.

When the Customer editor opens, the customer name and login ID is displayed in the Stores view, as shown in Figure 2-3.

Figure 2-3 The Stores view and the Customer editor

2.2.3 Performing order-related actions

In IBM Sales Center, you can perform the following order-related actions:

Create an order for a new or existing customer by beginning with a new order or by using the information from an existing order or quote

Modify many of the details in an existing order such as item quantities, shipping addresses, and payment methods after the order is submitted, but before all the items in the order are fulfilled

View and work with the merchandising associations that are related to the items in an order, and view the marketing promotions that might be of interest to the customer

Create guest orders for direct customers who have not registered or do not want to register with the consumer direct store

Note: Guest orders cannot be created in a business-to-business store.

Manage manually blocked orders (A CSR can resolve manual blocks, but automatic blocks must be removed by an authorized administrator using the WebSphere Commerce Accelerator tool.)

12 IBM Sales Center for WebSphere Commerce V6

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