IBM Deploying User Manual

Front cover

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

ibm.com/redbooks

Rufus Credle

Rajesh Adukkadukkath

Amit Jain

Lorilee Jarosinski

Ravindra Pratap Singh

Mojca Spazzapan

Dagmara Ulanowski

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.

© Copyright International Business Machines Corporation 2007. All rights reserved.

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

Contents

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

© Copyright IBM Corp. 2007. All rights reserved. iii

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

iv IBM Sales Center for WebSphere Commerce V6

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

Contents v

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

vi IBM Sales Center for WebSphere Commerce V6

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

Contents vii

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

viii IBM Sales Center for WebSphere Commerce V6

Notices

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© Copyright IBM Corp. 2007. All rights reserved. ix

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The following terms are trademarks of the International Business Machines Corporation in the United States,
other countries, or both:

Redbooks (logo) ™
developerWorks®
eServer™
i5/OS®
xSeries®
AFS®
BladeCenter®
Cloudscape™
Domino Designer®

The following terms are trademarks of other companies:

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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.

© Copyright IBM Corp. 2007. All rights reserved. xi

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 Ton g, Mar kh am La b
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

Become a published author

Join us for a two-week to six-week residency program! Help write an IBM
Redbook dealing with specific products or solutions, while getting hands-on
experience with leading-edge technologies. You will have the opportunity to team
with IBM technical professionals, Business Partners, and Clients.

Your efforts will help increase product acceptance and customer satisfaction. As
a bonus, you will develop a network of contacts in IBM development labs, and
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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

Your comments are important to us!

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:

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򐂰 Send your comments in an e-mail to:

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򐂰 Mail your comments to:

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Dept. HYTD Mail Station P099
2455 South Road
Poughkeepsie, NY 12601-5400

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.

© Copyright IBM Corp. 2007. All rights reserved. 1

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

© Copyright IBM Corp. 2007. All rights reserved. 3

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

2

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.

© Copyright IBM Corp. 2007. All rights reserved. 9

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

Switch CTI Server

Telephone

Network

Telephone

Agent Desktop
with IBM Sales
Center

Voice

Response

IVR

Phone Line

Telephone

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

Network Line

Agent Desktop
with IBM Sales
Center

Database

Server

Telephone

WebSphere

Commerce

Agent Desktop
with 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