IBM Deploying User Manual

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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.

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

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

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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

viii IBM Sales Center for WebSphere Commerce V6

Notices

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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 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

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

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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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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

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

2.2.4 Performing quote-related activities

A customer might want to get a cost quotation before deciding about whether to place an order. You can perform the following quote-related activities:

򐂰 Create a quote for a new or existing customer by beginning with an empty

quote or based on the information in an existing quote or order. You can also modify many of the details in an existing quote, such as item quantities and shipping addresses.

򐂰 View and work with merchandising associations relating to the items in a

quote, and view marketing promotions that might be of interest to the customer.

򐂰 Blocks can be placed on a quote automatically, and you can work with these

blocks to resolve any issues. Blocks on quotes do not halt the quote life cycle. However, when an order gets generated from a quote, any blocks that are applicable are transferred to the order and prevent it from being released to fulfilment until the blocks are removed by an authorized person.

2.2.5 Performing product-related activities

You can search for products, add products to an order, and perform side-by-side product comparisons (Figure 2-4) in the IBM Sales Center. The products might be grouped into bundles, packages, and static and dynamic kits, in the same way in which they are grouped in the online store. Products can also be related to each other using merchandising associations such as cross-sells and up-sells.

Chapter 2. Overview of the IBM Sales Center environment 13

Merchandising associations are displayed in a view next to the Order editor so that CSRs can see both at the same time. This functionality allows CSRs to drive revenue by suggesting associated products to customers at the same time as working on an order.

Figure 2-4 Side-by-side comparison of two products

2.2.6 Understanding ticklers

Ticklers are notifications and reminders for CSRs to take action. Ticklers can be created automatically, for example, when a CSR exceeds the price override limit, the order is automatically blocked and the CSR Supervisor receives a tickler to follow up on the blocked order. Ticklers can also be created manually, for example, to remind a CSR to follow up with a dissatisfied customer, a tickler can be created and assigned to the corresponding CSR. Ticklers can be assigned to self, to a specific person, to a specific group, or to a specific person within a group, depending on the system setup.

14 IBM Sales Center for WebSphere Commerce V6

2.2.7 Understanding returns

A return, which is also referred to as a Return Merchandise Authorization, is created when a customer wants to return a product purchased earlier from a store. A CSR can create, view, and edit the returns. Editing a return includes adding items to the return, removing items from the return, and changing the credit method, credit amount, and other key information, and approving it for further processing.

2.2.8 User experience features

In addition to typical features such as logging in, logging out, and changing passwords, the IBM Sales Center offers the following functionalities:

򐂰 Views and perspectives

Views support the editors and are used to navigate information or display the properties for an active editor. In IBM Sales Center, for example, the Stores view displays open stores, customers, orders, and quotes. Each view has its own toolbar, and can have its own context menu. Views can be opened, closed, resized, and moved to suit the work environment and habits.

Perspectives contain a set of views used to accomplish a specific type of task, for example, in the IBM Sales Center, the IBM Sales Center - Order Management Perspective contains the views that are required by a CSR to perform daily tasks in a call center.

򐂰 Setting preferences

Several preferences can be set in the IBM Sales Center to facilitate daily tasks, for example, if you work frequently with one store, you can set a preference so that this store opens immediately after login.

Chapter 2. Overview of the IBM Sales Center environment 15

򐂰 Keyboard navigation and shortcut keys

IBM Sales Center is accessible from a keyboard instead of the mouse to support people with disabilities and those who prefer the keyboard to the mouse. The F10 key in the keyboard, for example, accesses the menus on the main menu bar, and the combination of Ctrl+L opens the logon dialog box. You can customize the keyboard shortcuts based on your requirements. The default keyboard shortcuts are listed next to the menu items they represent, as shown in Figure 2-5.

Figure 2-5 The Ctrl+L combination opens the logon dialog box

For a complete list of the default keyboard shortcuts, refer to the following Web site:

http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/topic/com.ibm .commerce.telesales.tsr.doc/concepts/ctrhotkeys.htm

2.2.9 IBM Support Assistant

The IBM Support Assistant is an application that helps you find answers to your questions regarding IBM software products. Launch the IBM Support Assistant by selecting Help → IBM Support Assistant in the IBM Sales Center client running in the administrator mode. Use the IBM Support Assistant to perform the following tasks:

򐂰 Search technical notes and IBM Web resources, including newsgroups and

developerWorks

򐂰 Submit service requests through a link to the IBM software support Web site,

where you can create a new service request or problem management record (PMR) using the Electronic Service Request (ESR) tool.

Note: You require a valid ESR user ID and password to use the ESR tool.

16 IBM Sales Center for WebSphere Commerce V6

2.3 IBM Sales Center default workflows

IBM Sales Center supports a variety of functions. To understand these functions, many documented business process workflows exist. Workflows are a pictorial representation of processes that help users understand the steps and their sequence in the process. An orange box in a workflow represents a high-level grouping of activities that take place in a business process. It may contain other task objects and subprocesses, creating a hierarchy. The details of the subprocesses are documented in a separate page.

As an example, the Sales Center workflow (Figure 2-6) describes the CSR tasks, the objectives and features of this process, and the customization and links to its subprocesses. CSRs inquire about how they may help customers and respond with the most appropriate actions.

Figure 2-6 The Sales Center workflow

Chapter 2. Overview of the IBM Sales Center environment 17

The identify customer workflow (Figure 2-7) describes the steps a CSR follows to find a customer, given certain search criteria.

Figure 2-7 The identify customer workflow

Following is the identify customer process:

1. The CSR enters the search criteria.

The CSR chooses the key information that is to be used to find a customer profile, and then enters the key information about a customer in order to determine whether the customer profile has already been entered into the system.

2. The CSR examines the search result.

The CSR looks at the customer profiles that are a potential match to the customer.

3. If the customer is in the search result, the CSR performs the

task. The CSR chooses the customer profile that matches the customer from

among the list of potential matches, and the customer profile loads.

4. If the customer is not in the search result, the CSR can perform the

customer

The orange box indicates that the Add Customer workflow is described in a separate document.

18 IBM Sales Center for WebSphere Commerce V6

task.

Select customer

Add

work with return workflow (Figure 2-8) describes the steps a CSR follows to

The work with a return.

Figure 2-8 The work with return workflow

Following is the work with return process: 򐂰 If the return is a new return, the

followed. The orange box indicates that this process may contain other task objects and subprocesses that are explained in a separate page.

If a new tickler is required, the box indicates that this process may contain other task objects and subprocesses that are explained in a separate page.

Capture return with prior approval process is

Create tickler process is followed. The orange

򐂰 If the return is an existing return, the CSR can update the return.

If a new tickler is required, the Create tickler process is followed. The orange box indicates that this process may contain other task objects and subprocesses that are explained in a separate page.

Note: To view all the workflows of the business processes, refer to the WebSphere Commerce V6 Information Center:

http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/topic/com.ibm .commerce.business_process.doc/concepts/processSales_Center.htm

Chapter 2. Overview of the IBM Sales Center environment 19

2.4 Comparing IBM Sales Center with WebSphere Commerce Accelerator

There may be some amount of confusion about when to use IBM Sales Center and when to use the WebSphere Commerce Accelerator. Both are WebSphere Commerce tools, but they are targeted at different users.

IBM Sales Center must be used by CSRs who require a highly efficient user interface for day-to-day call center tasks. It can also be used for in-store customer service tasks, where in-store staff can use it to find a user account quickly and work with a customer’s privileges, for example, promotions and coupons. IBM Sales Center helps implement online order pick-up in-store and provide the in-store staff with all the information pertaining to cross-sell, promotions, and so on.

The WebSphere Commerce Accelerator tool is targeted at roles that maintain online stores, hubs, and catalogs by completing various store operations, from managing the look and feel of an online store, to creating and maintaining orders, and tracking store activities. With the WebSphere Commerce Accelerator tool, you can, for example, manage the catalogs, create marketing campaigns, and view operational reports. The WebSphere Commerce Accelerator can be used for some call center tasks. However, it does not provide the same rich and high-performance user experience as the IBM Sales Center.

Many of the functionalities of IBM Sales Center are also available in WebSphere Commerce Accelerator. However, not all the functionalities of WebSphere Commerce Accelerator are available in IBM Sales Center.

Table 2-1 shows a comparison of the IBM Sales Center and WebSphere Commerce Accelerator functionalities.

Table 2-1 Comparison of IBM Sales Center and WebSphere Commerce Accelerator functionalities

Category IBM Sales Center WebSphere Commerce

Accelerator

Rich client-based or browser-based

Audience CSRs who require an efficient

Eclipse rich client that is installed on the user’s machine

graphical user interface (GUI)

Browser-based Web application

Roles responsible for store maintenance such as Marketing Managers, Product Managers, and Returns Administrators

20 IBM Sales Center for WebSphere Commerce V6

Category IBM Sales Center WebSphere Commerce

Accelerator

Multitasking Can multitask by working on

multiple stores, customers, and orders simultaneously. Can see multiple views (orders, ticklers, up-sells, and so on) at the same time.

Efficiency tools and role-based GUIs

Creating customers Can create customers in IBM

Performing customizations Customizations performed by

Efficiency tools such as drag-and-drop, closing and hiding views that are not wanted or required for viewing, and hot keys. GUI elements can be suppressed or shown depending on the user’s role.

Sales Center

using the Eclipse framework and Standard Widget Toolkit (SWT) or by using the WebSphere Commerce's own customization framework, and Extensible Markup Language (XML) files to manipulate the user interface.

Multitasking is not possible. The user must work on one customer, order, product, and so on at a time.

Menu items can be displayed or hidden based on the user’s role

Cannot create a customer in Accelerator. Must use Organization Administration Console and have the proper user authority to create customers.

Customizations performed by using JavaServer™ pages (JSP™) and XML files

Viewing merchandising associations and promotions when taking an order

Reminders Ticklers are reminders or tasks

Quotes Can create quotes for a customer Not available in Accelerator

When creating an order in Sales Center, appropriate promotions and merchandising associations (up-sells, cross-sells) display in an adjacent view. CSRs do not have to remember what promotions and merchandising associations are available.

that can be assigned to other users or departments

Chapter 2. Overview of the IBM Sales Center environment 21

Not available in Accelerator

22 IBM Sales Center for WebSphere Commerce V6

Part 2

Part 2 Installation

This part discusses and describes the installation and building of the IBM Sales Center for WebSphere Commerce development environment and production environment.

24 IBM Sales Center for WebSphere Commerce V6

Chapter 3. IBM Sales Center

development environment installation

IBM Sales Center development environment and WebSphere Commerce development environment are the recommended tools for creating the IBM Sales Center client and the WebSphere Commerce server customizations.

This chapter describes the hardware, software, and networking requirements. It also addresses the development environment installation prerequisites.

This chapter describes how to install the development environment with the IBM Sales Center toolkit and the WebSphere Commerce toolkit, both as components of WebSphere Commerce Developer product installation. It then outlines the installation steps involved in different installation scenarios.

Refer to Chapter 7, “Developing customizations for IBM Sales Center” on page 119 to determine which installation scenario is appropriate for the type of customization that you plan to develop.

3.1 WebSphere Commerce Developer requirements

The development environment must comply with the hardware requirements, operating system requirements, and networking requirements described in this section.

3.1.1 Hardware requirements

This section describes the hardware requirements of the WebSphere Commerce Developer.

Tip: For updates, refer to the Technote IBM WebSphere Commerce Developer, V6.0 hardware prerequisites, which is available in the following

Web site:

http://www-1.ibm.com/support/docview.wss?uid=swg27007490

Depending on which development environment component you are installing (IBM Sales Center, WebSphere Commerce, or both), ensure that the minimum hardware requirements for WebSphere Commerce Developer are as follows:

򐂰 An Intel® Pentium® III IBM-compatible personal computer with a minimum of

800 MHz processor

Note: A 1.6 GHz Intel Pentium 4 processor is recommended.

򐂰 A minimum of 1.5 GB of RAM

Note: A 2.0 GB of RAM is recommended.

򐂰 A minimum of 6.1 GB of free disk space on the target installation drive,

broken down as follows:

– IBM Rational Application Developer V6.0 requires 4.2 GB – WebSphere Commerce Developer requires 1.9 GB

Note: If you choose to install WebSphere Commerce Developer only with the IBM Sales Center toolkit component (without the WebSphere Commerce toolkit), the free disk space that is required is about 100 MB.

26 IBM Sales Center for WebSphere Commerce V6

򐂰 Enough free disk space to install the Rational Application Developer 6.0.1.1

Fix Pack:

– 906 MB to install the fix pack directly from the IBM update server or 1.7

GB to download, extract, and install the fix pack from a compressed file if you already have Rational Application Developer Refresh Pack 6.0.1 or later installed.

– 3.5 GB to install the fix pack directly from the IBM update server or 6.5 GB

to download, extract, and install the fix pack from a compressed file if you do not already have Rational Application Developer Refresh Pack 6.0.1 or later installed.

򐂰 A graphics-capable monitor with a screen resolution of 800 x 600 display

resolution

Note: A 1024 x 768 display resolution is recommended.

򐂰 A CD-ROM drive or another media for installing the software, that is, network

drive

3.1.2 Operating system requirements

This section describes the operating system requirements of the WebSphere Commerce Developer.

Tip: For updates, refer to the Technote IBM WebSphere Commerce Developer Version 6.0 operating system prerequisites, which is available on

the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg27007488

Ensure that the WebSphere Commerce Developer system is running on one of the following operating systems:

򐂰 Microsoft® Windows® 2000, Server Edition with Service Pack 4 򐂰 Microsoft Windows 2000, Advanced Server Edition with Service Pack 4 򐂰 Microsoft Windows 2000, Professional Edition with Service Pack 4 򐂰 Microsoft Windows XP Professional with Service Pack 2

Chapter 3. IBM Sales Center development environment installation 27

Note: In addition to the required operating system service pack levels, ensure that the system has the following:

򐂰 All the latest critical fixes issued by Microsoft 򐂰 Microsoft Internet Explorer® 6.0 Service Pack 1 or higher with the latest

critical security updates

To obtain the latest service packs and critical fixes, refer to the Microsoft Windows Update Web site:

http://windowsupdate.microsoft.com

3.1.3 Networking requirements

This section describes the networking requirements of the WebSphere Commerce Developer.

Tip: For updates, refer to the Technote WebSphere Commerce Developer Version 6.0 Networking Prerequisites, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg27007489

Depending on which development environment component you are installing (IBM Sales Center, WebSphere Commerce, or both), ensure that the network configuration of the system meets the following requirements:

򐂰 The system must have a resolvable, fully qualified host name. This host name

is the host name combined with the domain name. If, for example, the host name is system1 and the domain is mydomain.com, the fully qualified host name is system1.mydomain.com

Issue the following command from a command prompt to return the IP address of the system:

nslookup fully_qualified_host_name

The result must be a reply with the correct IP address of the system.

򐂰 The IP address of the system must resolve to a host name, including a

domain. To determine if the IP address is mapped to a fully qualified host name, start a command prompt session and issue the following command:

nslookup IP_address

The result must be a reply with the correct, fully qualified host name of the system.

28 IBM Sales Center for WebSphere Commerce V6

򐂰 Ensure that all the nodes in the configuration can be reached from other

machines in the network by pinging the fully qualified host name of each node in the configuration.

Note: If you choose to install both the toolkits on the same system, you might have only one node in your configuration.

If you choose to install only the IBM Sales Center toolkit, the IBM Sales Center client in the IBM Sales Center development environment is required to connect to the WebSphere Commerce server (testing environment or development environment) for customization development testing purposes, possibly running on another node in your configuration.

3.2 Prerequisites for WebSphere Commerce Developer installation

Depending on which development environment component you are installing (IBM Sales Center, WebSphere Commerce, or both), have the following software installed and configured at a minimum fix pack level:

򐂰 IBM Rational Application Developer V6.0 updated to 6.0.1.1 Fix Pack level 򐂰 WebSphere Application Server Test Environment V6.0 updated to a minimum

6.0.2.5 Fix Pack level, with the necessary fixes installed (required for WebSphere Commerce toolkit only)

򐂰 Eclipse-based IBM Sales Center for WebSphere Commerce V6.0 rich client

(required for IBM Sales Center toolkit only)

Note: IBM Sales Center is only available for WebSphere Commerce Professional and WebSphere Commerce Enterprise.

In our case, we followed the installation guide WebSphere Commerce Developer Enterprise and Professional Version 6.0 Installation Guide (GC10-4255-03) to install IBM WebSphere Commerce Developer Enterprise 6.0 with the WebSphere Commerce toolkit and the IBM Sales Center toolkit, both on the same system, running the Windows XP SP2 operating system. The following installation guide describes how to install and configure IBM WebSphere Commerce Developer V6.0, and is available for download from the IBM Publications Center site:

http://www.elink.ibmlink.ibm.com/public/applications/publications/cgibi n/pbi.cgi?CTY=US&FNC=SRX&PBL=GC104255

Chapter 3. IBM Sales Center development environment installation 29

Tip: All the product documentation is available for download from the WebSphere Commerce Developer product library page:

http://www-306.ibm.com/software/genservers/commerce/commercestudio/l it-tech-general-be-en.html#v60

The following sections outline the installation process of the WebSphere Commerce Developer V6.0 prerequisite software.

3.2.1 IBM Rational Application Developer V6.0 installation

Regardless of whether you install only the IBM Sales Center toolkit, only the WebSphere Commerce toolkit, or both the toolkits on a machine, the first step in preparing the environment for WebSphere Commerce Developer installation is to install the Rational Application Developer V6.0 on the same machine.

Tip: If you already have Rational Application Developer installed, proceed to

3.2.2, “Applying the IBM Rational Application Developer fixes” on page 34.

During the installation process, you might see the options to install software that do not ship with WebSphere Commerce Developer. The only options of Rational Application Developer that are available for install from the WebSphere Commerce Developer CDs are:

򐂰 Rational Application Developer 6.0 򐂰 WebSphere Application Server 6.0 Integrated Test Environments 򐂰 Remote Agent

To install Rational Application Developer V6.0, perform the following tasks:

1. Log in as a user with Administrator privileges.

2. Run launchpad.exe and select Install IBM Rational Application Developer

V6.0 (Figure 3-1).

30 IBM Sales Center for WebSphere Commerce V6

Note: You can install Rational Application Developer by running

launchpad.exe in the disk1 directory or by running setup.exe in the disk1\setup directory.

Figure 3-1 Selecting Install IBM Rational Application Developer V6.0

Chapter 3. IBM Sales Center development environment installation 31

3. In the Welcome window, click Next.

4. In the window that appears, ensure that you specify a short directory name

such as C:\RAD601 and click Next (Figure 3-2).

Notes: 򐂰 Do not accept the default installation path for IBM Rational Application

Developer V6.0. The default installation path is too long for configuration with the WebSphere Commerce development environment.

򐂰 Specify a short directory name such as C:\RAD601. Avoid using periods

(.), spaces, or dollar signs ($) in the directory names.

Figure 3-2 Specifying a short directory name to install Rational® Application Developer

32 IBM Sales Center for WebSphere Commerce V6

5. When prompted to select the features that are to be installed, ensure that you

select IBM WebSphere Application Server V6.0 Integrated Test Environment, and click Next (Figure 3-3).

Figure 3-3 Selecting IBM WebSphere Application Server V6.0 Integrated Test Environment

6. Review the summary information (Figure 3-4) and click

to begin the

installation.

Figure 3-4 Summary information of the IBM Rational Application Developer V6.0 installation

Chapter 3. IBM Sales Center development environment installation 33

7. After the Rational Application Developer installation is completed, you are

prompted to install the Agent Controller feature (Figure 3-5). If you do not want to install this component at this juncture, deselect

Install

and click

feature.)

Figure 3-5 Prompt to launch the Agent Controller install

Finish

to exit the wizard. (In our case, we did not install this

Launch Agent Controller

3.2.2 Applying the IBM Rational Application Developer fixes

After the installation of IBM Rational Application Developer V6.0, apply the Rational Application Developer fixes to update it to a minimum level of 6.0.1.1.

Tip: If you already have the Rational Application Developer V6.0 fixes installed, proceed to 3.2.3, “Applying the WebSphere Application Server Test Environment fixes” on page 35.

To install the IBM Rational Application Developer fix pack and fixes, perform the following tasks:

1. Open the Rational Product Updater by selecting Start → Programs → IBM

Rational → Rational Product Updater.

2. Select IBM Rational Application Developer → Find Updates.

3. The Rational Product Updater detects all the applicable fixes. Choose Select

All → Install Updates.

34 IBM Sales Center for WebSphere Commerce V6

Note: Incremental updates might be required. To apply these updates, run

the Rational Product Updater multiple times.

4. Accept the license agreement and click Finish.

5. Follow the prompts to install all the updates.

Note: Install the fix pack and the fixes directly from the IBM update server as described earlier. However, updates are also available for download. Download and install the fix pack in certain situations, such as the following:

򐂰 You have a slow or unstable Internet connection and want to use a

download manager that can resume the download

򐂰 You have difficulty accessing the live IBM update servers from behind a

firewall

򐂰 You prefer to download the fix pack and install it later

For information about how to download and install the fix pack, refer to the Te ch no te IBM Rational Application Developer Fix Pack 6.0.1.1, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg24010926

3.2.3 Applying the WebSphere Application Server Test Environment fixes

If you choose to install the WebSphere Commerce toolkit, update the WebSphere Application Server Test Environment V6.0 to the minimum 6.0.2.5 fix pack level and apply the required fixes before installing the WebSphere Commerce toolkit. The recommended way to update the WebSphere Application Server Test Environment 6.0 is by using the WebSphere Commerce installation wizard.

Tip: If you are installing only the WebSphere Commerce toolkit, and you already have the IBM WebSphere Application Server V6.0 Test Environment

6.0.2.5 or later Fix Pack, and have all the required fixes installed, proceed to

3.3, “WebSphere Commerce Developer install” on page 38.

If you are installing only the IBM Sales Center toolkit or both the toolkits, and you already have the required WebSphere Application Server Test Environment fixes installed, proceed to 3.2.4, “IBM Sales Center for WebSphere Commerce installation” on page 38.

Chapter 3. IBM Sales Center development environment installation 35

There are several WebSphere Application Server Test Environment fix pack and fix installation scenarios that are possible. Each scenario requires the application of specific fixes in order to bring it to the appropriate level. Apply the WebSphere Application Server Test Environment fixes that are specific to your installation scenario. Refer to the Technote WebSphere Commerce Developer, V6.0 required maintenance, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg21236356

If you have, for example, manually applied the 6.0.2.5 Fix Pack to your WebSphere Application Server Test Environment, and no required fixes were applied, refer to the Technote Required Maintenance Scenario: WebSphere Application Server was manually installed at the version 6.0.2.5 level, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg21237197

Furthermore, WebSphere Application Server Test Environment can be updated to a Fix Pack V6.0.2.5 or later. If this update is made to 6.0.2.10 or later, apply one of the three solutions as described in the Technote Installation of

WebSphere Commerce Developer with WebSphere Application Server Fix Pack

6.0.2.11 fails, before proceeding to 3.3, “WebSphere Commerce Developer

install” on page 38. The Technote is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg21243206

Perform the following tasks to install the required fixes to the WebSphere Application Server V6.0 Test Environment by using the WebSphere Commerce installation wizard:

1. Log in as a user with Administrator privileges.

2. Stop all the Java applications running on the machine.

3. Insert the WebSphere Application Server CD disk2 from the WebSphere

Commerce package, which is provided with WebSphere Commerce Developer, into the CD-ROM drive of the machine on which Rational Application Developer is installed. Run install.exe and click Next in the welcome window.

4. Accept the terms and conditions shown in the agreement window and click

Next.

5. After verifying that your system has completed the prerequisites check

successfully, click Next.

36 IBM Sales Center for WebSphere Commerce V6

6. When prompted by the install wizard, select Apply maintenance and add

features (Figure 3-6). Ensure that you select the WebSphere Application Server that is used by Rational Application Developer, for example, <RAD_installdir>\runtimes\base_v6. Click Next.

Figure 3-6 Selecting the Apply maintenance and add features option

Tip: If your WebSphere Application Server V6.0 Test Environment is not detected properly as <RAD_installdir>\runtimes\base_v6, that is, C:\RAD601\runtimes\base_v6, verify whether the WebSphere Application Server Test Environment was selected to be installed at the time of Rational Application Developer installation (Figure 3-3 on page 33).

If the WebSphere Application Server Test Environment was not installed during the Rational Application Developer installation, install the IBM WebSphere Application Server V6.0 Test Environment manually.

Refer to WTE V6 MANUAL INSTALL instructions in the Technote Install of

the Rational Application Developer 6.x WebSphere Test Environment 6.0 server failed on Windows Operating System, which is available on the Web

at:

http://www-1.ibm.com/support/docview.wss?uid=swg21209120

7. When the update installation wizard is completed, click Finish.

Chapter 3. IBM Sales Center development environment installation 37

3.2.4 IBM Sales Center for WebSphere Commerce installation

If you choose to install the IBM Sales Center toolkit, install the IBM Sales Center for WebSphere Commerce client before installing the IBM Sales Center toolkit.

Install the IBM Sales Center for WebSphere Commerce client by using interactive install:

1. Insert the IBM Sales Center for WebSphere Commerce CD into the CD-ROM

drive.

2. Browse the CD-ROM drive and run the setup.exe.

3. Follow the prompts in the installation wizard.

For detailed information about installing the client IBM Sales Center for WebSphere Commerce, refer to Chapter 4, “IBM Sales Center production environment installation” on page 45.

Note: Microsoft Windows XP is the only supported platform for the IBM Sales Center client. For updates, refer to the Technote IBM WebSphere Commerce, version 6.0 operating system prerequisites, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg27007429

3.3 WebSphere Commerce Developer install

IBM Sales Center toolkit and WebSphere Commerce toolkit are the components of the WebSphere Commerce Developer product, and are used to create IBM Sales Center and WebSphere Commerce customizations, as described in Chapter 7, “Developing customizations for IBM Sales Center” on page 119.

Note: The IBM Sales Center toolkit is only available for WebSphere Commerce Developer Professional and WebSphere Commerce Developer Enterprise. Use the WebSphere Commerce Developer that matches your WebSphere Commerce server version:

򐂰 WebSphere Commerce Developer Enterprise with WebSphere Commerce

Enterprise

򐂰 WebSphere Commerce Developer Professional with WebSphere

Commerce Professional

򐂰 WebSphere Commerce Developer Express with WebSphere Commerce -

Express

38 IBM Sales Center for WebSphere Commerce V6

Depending on the type of the customizations you will be developing, you can install only the IBM Sales Center toolkit, the WebSphere Commerce toolkit, or both the toolkits. Also, depending on your hardware performance, you can install the IBM Sales Center toolkit and the WebSphere Commerce toolkit on the same system, or can have the two development environments installed on two different machines.

Note: The IBM Sales Center development environment is launched in another workspace that is separate from the WebSphere Commerce development environment workspace. If you choose to install both the toolkits in the same Rational Application Developer (on the same system), you will be able to launch each development environment separately.

The WebSphere Commerce Developer is built on Rational Application Developer V6.0. In addition to Rational Application Developer V6.0.1.1, which is required for both the toolkits, the WebSphere Commerce development environment requires a WebSphere Application Server Test Environment at a minimum 6.0.2.5 Fix Pack level, with all the required fixes installed. The IBM Sales Center development environment requires IBM Sales Center for WebSphere Commerce (Eclipse-based rich client) to be installed on the same machine.

The IBM Sales Center development environment is configured to launch the plug-in development environment perspective (default). The target platform is set to the IBM Sales Center client, and a runtime workbench configuration is available to launch the IBM Sales Center application (either in debug or normal mode). No projects are available in the workspace initially.

The WebSphere Commerce development environment is configured to launch the Java 2, Enterprise Edition (J2EE) perspective (default). The WebSphere Commerce Test Server is created as part of the WebSphere Commerce Developer installation in order to deploy and test the customized code. You can start and stop the WebSphere Commerce Test Server within the Rational Application Developer graphical user interface (GUI). However, you might want to run the WebSphere Commerce Test Server without running the Rational Application Developer GUI. You might, for example, want to test the code in your development environment and do not want to examine or change the code. Running the WebSphere Commerce Test Server without the Rational Application Developer GUI reduces the resources used on your system and may result in better performance.

Chapter 3. IBM Sales Center development environment installation 39

Note: For information about starting the WebSphere Commerce Test Server from the command prompt, refer to the topic “Starting and stopping the WebSphere Commerce Test Server via command line” in the WebSphere Commerce information center, which is available on the Web at:

http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/topic/com.ibm .commerce.developer.doc/tasks/tsrwcdevnogui.htm

For information about launching the IBM Sales Center development environment, refer to the topic “Launching the IBM Sales Center development environment” in the WebSphere Commerce information center, which is available on the Web at:

http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/topic/com.ibm .commerce.telesales.developer.doc/tasks/ttrdevlaunch.htm

3.3.1 Installing both the toolkits on the same machine

For moderate and extensive customizations, install both the toolkits, the IBM Sales Center toolkit and the WebSphere Commerce toolkit, either on two separate machines, or on the same machine, depending on your hardware performance.

To install WebSphere Commerce Developer Enterprise V6.0 with the WebSphere Commerce toolkit and the IBM Sales Center toolkit components, both on the same machine using GUI installation, perform the following tasks:

1. Log in as a user with Administrator privileges.

2. Install the prerequisite software as outlined in 3.2, “Prerequisites for

WebSphere Commerce Developer installation” on page 29.

3. Ensure that no Java applications are running and insert the WebSphere

Commerce Developer CD in the CD-ROM of the Rational Application Developer machine. (If the WebSphere Commerce toolkit installation wizard does not start automatically, run setup.exe in the root of the WebSphere Commerce Developer CD.)

4. Select the Language to be used for the install wizard, and click OK.

5. In the welcome window click Next.

6. Accept the terms in the agreement window and click Next.

7. Specify a short directory name such as C:\WCToolkit60 and click Next.

40 IBM Sales Center for WebSphere Commerce V6

Note: Long installation paths can cause errors with some WebSphere

Commerce additional software. Use a short directory name such as C:\WCToolkit60 or C:\WebSphere\WCToolkit60.

8. Select the WebSphere Commerce development environment and the IBM

Sales Center development environment components (Figure 3-7) and click Next.

Figure 3-7 Selecting the components to install

9. Verify the summary information and click Next.

10.Verify that the installation is successful and click Finish.

Chapter 3. IBM Sales Center development environment installation 41

Tip: To verify whether the installation is successful, perform the following tasks:

1. For the WebSphere Commerce development environment installation, examine the contents of the <WCDE_installdir>/logs/setup.log

For the IBM Sales Center development environment installation, examine the contents of <WCDE_installdir>/logs/setupmsc.log

2. If these logs do not exist, are empty, or have errors, try running <WCDE_installdir>/bin/setup.bat and <WCDE_installdir>/bin/setupmsc.bat manually from the command line.

3. Examine the < RAD_HOME environment variable points to the correct Rational Application Developer installation location, and that the WED_HOME environment variable points to the correct IBM Sales Center for WebSphere Commerce (rich client) location, for example, setenv.bat sets these variables to:

RAD_HOME=C:\RAD601 WED_HOME=C:\WebSphere\SalesCenter60

WCDE_installdir>/bin/setenv.bat file to ensure that the

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

To develop moderate and extensive IBM Sales Center customizations, you may choose to install the IBM Sales Center toolkit on a machine with an existing WebSphere Commerce Developer, where you already have the WebSphere Commerce toolkit installed.

To add the IBM Sales Center toolkit to an existing WebSphere Commerce Developer, perform the following tasks:

1. Preinstall IBM Sales Center for WebSphere Commerce client. For more information, refer to 3.2.4, “IBM Sales Center for WebSphere Commerce installation” on page 38.

2. Run the WebSphere Commerce Developer installation wizard as described in

3.3.1, “Installing both the toolkits on the same machine” on page 40. When performing the task described in step 8 on page 41, opt to install only the IBM Sales Center development environment component.

3. Open the file <WCDE_installdir>/bin/setenv.bat in a text editor. Ensure that the RAD_HOME environment variable points to the correct Rational Application Developer installation location, for example, RAD_HOME=C:\RAD601.

42 IBM Sales Center for WebSphere Commerce V6

Ensure that the WED_HOME environment variable points to the correct IBM Sales Center for WebSphere Commerce client location, for example, WED_HOME=C:\WebSphere\SalesCenter60

4. Save the file and exit.

3.3.3 Installing only the IBM Sales Center toolkit

For moderate and extensive customizations where you choose to install the IBM Sales Center toolkit and the WebSphere Commerce toolkit on two separate machines, and for simple customizations where you only require the IBM Sales Center toolkit, you can install the IBM Sales Center toolkit on a machine only as part of the WebSphere Commerce Developer installation.

Note: You can create the IBM Sales Center development environment without the WebSphere Commerce toolkit component. However, in order to test the customized IBM Sales Center code, you must log in from the IBM Sales Center client, which is a part of the IBM Sales Center development environment, to the WebSphere Commerce server. This can be a WebSphere Commerce Test Server running within the WebSphere Commerce toolkit on the same system or on another system as the IBM Sales Center toolkit. It can also be a runtime WebSphere Commerce server, running on the same system or on another system as the WebSphere Commerce Developer when no WebSphere Commerce customizations are required, for example, when developing simple IBM Sales Center customizations.

To install only the IBM Sales Center toolkit, perform the following tasks:

1. Preinstall Rational Application Developer as outlined in 3.2, “Prerequisites for WebSphere Commerce Developer installation” on page 29.

2. Preinstall IBM Sales Center for WebSphere Commerce. For more information about this, refer to 3.2.4, “IBM Sales Center for WebSphere Commerce installation” on page 38.

3. Run the WebSphere Commerce Developer installation wizard as described in

3.3.1, “Installing both the toolkits on the same machine” on page 40. When you perform the task described in step 8 on page 41, opt to install only the IBM Sales Center development environment component.

Chapter 3. IBM Sales Center development environment installation 43

44 IBM Sales Center for WebSphere Commerce V6

Chapter 4. IBM Sales Center production

environment installation

The IBM Sales Center production environment may involve anywhere from tens to thousands of clients. The enterprise requires a scalable and repeatable way in which to distribute and update IBM WebSphere Everyplace® Deployment for Windows and Linux® (WED4WL) and the IBM Sales Center components, and to distribute their customizations.

This chapter describes the basic hardware, software, and networking requirements for the IBM Sales Center production environment. It provides details about the production environment installation prerequisites, security considerations, and different distribution mechanisms.

The chapter then outlines the quick install of the client with manual installation tasks, and the manual installation of IBM Sales Center customizations and IBM Sales Center updates, for example, fix pack installation using the Eclipse Update Manager.

The last part of this chapter describes how to create a fully automated production environment using automated deployment with IBM Tivoli Configuration Manager and IBM WebSphere Everyplace Deployment.

4.1 IBM Sales Center client requirements

The production environment must comply with the hardware requirements, operating system requirements, and networking requirements described in this section.

4.1.1 Hardware requirements

This section describes the hardware requirements for installing IBM Sales Center for WebSphere Commerce:

򐂰 An Intel Pentium III IBM-compatible personal computer with the following

minimum hardware requirements:

– A minimum of 384 MB of RAM – A minimum of 350 MB of free disk space on the target installation drive

򐂰 A graphics-capable monitor with a screen resolution of 1024 x 768 display

resolution

Tip: For updates, refer to the Technote IBM WebSphere Commerce, version

6.0 hardware prerequisites, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg27007428

4.1.2 Operating system requirements

This section describes the operating system requirements to install the IBM Sales Center for WebSphere Commerce.

Tip: For updates, refer to the Technote IBM WebSphere Commerce V6.0 operating system prerequisites, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg27007429

Ensure that you have Microsoft Windows XP with Service Pack 1, which is the minimum operating system, installed.

Note: In addition to the required operating system service pack levels, ensure that your system has all the latest critical fixes issued by Microsoft. To obtain the latest service packs and critical fixes, refer to the Microsoft Windows Update Web site:

http://windowsupdate.microsoft.com

46 IBM Sales Center for WebSphere Commerce V6

4.1.3 Networking requirements

This section describes the networking system requirements that are required to create the IBM Sales Center production environment.

In addition to the hardware and software requirements, ensure that the network configuration of the systems involved meets the following requirements:

򐂰 The WebSphere Commerce server in your configuration can be reached from

all IBM Sales Center clients in the network by pinging the fully qualified host name of the server from the client computer.

򐂰 The communication port is opened.

Note: The default port for communication between the IBM Sales Center client and the WebSphere Commerce server is 8000.

4.2 Prerequisites to use the IBM Sales Center client

The prerequisites for using the IBM Sales Center client in a production environment are as follows:

򐂰 The WebSphere Commerce V6.0 server must be installed and running 򐂰 At least one store must exist

Note: IBM Sales Center is only available for WebSphere Commerce Professional and WebSphere Commerce Enterprise.

Also consider the security precautions with regard to the machines on which the IBM Sales Center client is installed. For more information about this, refer to the IBM Sales Center client security considerations.

The next section briefly describes the installation and configuration processes pertaining to the WebSphere Commerce V6.0 server environment.

Chapter 4. IBM Sales Center production environment installation 47

4.2.1 WebSphere Commerce server

The first step in creating the IBM Sales Center production environment is to ensure that WebSphere Commerce V6.0 is installed, and that at least one store exists.

Tip: If you already have WebSphere Commerce V6.0 installed and configured, proceed to 4.2.2, “IBM Sales Center client security considerations” on page 49.

In our case, we followed the IBM WebSphere Commerce V6.0 Enterprise and Professional Installation Guide for Windows (GC10-4261-00) to install WebSphere Commerce Enterprise V6.0 on the Windows 2003 Server Standard Edition operating system platform. This installation guide describes how to install and configure IBM WebSphere Commerce V6.0, and is available for download from the IBM Publications Center site:

http://www.elink.ibmlink.ibm.com/public/applications/publications/cgibi n/pbi.cgi?CTY=US&FNC=SRX&PBL=GC104261

We installed WebSphere Commerce V6.0 on a clean system, as a stand-alone one-tier server, by following the instructions in the product installation guide, using the WebSphere Commerce Quick Install. The Quick Install performs the following tasks:

򐂰 Installs DB2® Universal Database™ V8.2.3 򐂰 Installs IBM HTTP Server V6.0 򐂰 Installs WebSphere Application Server Network Deployment V6.0.2.5 򐂰 Installs Web server plug-ins for the WebSphere Application Server 򐂰 Installs WebSphere Commerce V6.0 򐂰 Creates a WebSphere Commerce instance named

After the server was installed, we published two starter stores using the WebSphere Commerce Administration Console:

򐂰 Consumer Direct B2C starter store (ConsumerDirect.sar) with housewares

catalog. In our case, we chose the Available to Promise-enabled inventory option for the store in the store publish wizard.

򐂰 Advanced Business-to-business Direct starter store (AdvancedB2BDirect.sar)

under Seller Organization with the electronics catalog. In our case, we chose the Available to Promise-enabled inventory option for the store in the store publish wizard.

48 IBM Sales Center for WebSphere Commerce V6

demo

Tip: By default, Windows 2003 Internet Explorer enables tight security. If you see a blank page when accessing the tools (Accelerator, Adminconsole, Organization Adminconsole), verify and modify the Internet Explorer security settings, for example, add the server site to your trusted sites.

For the most current list of the required maintenance, refer to the Technote WebSphere Commerce required maintenance, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg21232042

For details about the recommended fixes for the IBM WebSphere Application Server, refer to the Technote Recommended fixes for WebSphere Application Server, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg27004980#ver60

4.2.2 IBM Sales Center client security considerations

Security is an important concern whenever technology and commerce are involved. The IBM Sales Center client is no exception. It is important that you take the following precautions with regard to the machines on which the IBM Sales Center client is installed:

򐂰 Ensure that the client is behind a firewall 򐂰 Physically secure the machine from intruders 򐂰 Use a password-protected screen saver

Without these precautions, an intruder can install software on the client machine, which can, in turn, compromise the security of the information in the IBM Sales Center for WebSphere Commerce.

Note: Treat the files under the IBM Sales Center installation path <SC_installdir> with care because their exposure can cause security problems. Ensure that proper file permissions and access control settings are set to protect these files.

4.2.3 IBM Sales Center distribution mechanisms

Depending on the number of clients and the frequency of the updates required, you have several choices for installing and updating the IBM Sales Center.

The IBM Sales Center for WebSphere Commerce Quick Install installer provides a one time (one-off) install capability for the Eclipse-based rich client and the IBM Sales Center components. Installation scenarios requiring more scalability or

Chapter 4. IBM Sales Center production environment installation 49

automation use servers that provide local area network (LAN) booting, reimaging, software installation, and inventory tracking so that the software installed on a large number of clients can be remotely managed completely.

Updates are distributed and managed through a similar group of manual and automated technologies, as are IBM Sales Center client preference settings.

Table 4-1 indicates the different tasks for which the different technologies described in this chapter are suitable.

Table 4-1 Different technologies to distribute code

IBM Sales Center Quick Install

Image install mechanisms

Manual install with Eclipse Update Manager

IBM Tivoli® Device Management Server

Other software distribution systems

Initial client installation

Installing customizations

Applying updates

Centrally managing the client configuration

Easy, limited flexibility, manual

N/ A N/ A Yes , m a n u al Yes ,

N/A N/A N/A Yes Yes

Better for high volumes

N/A N/A N/A

4.3 IBM Sales Center Quick Install

For simple deployment, IBM provides a Quick Install package that installs the complete IBM Sales Center for WebSphere Commerce client and the full WebSphere Everyplace Deployment for Windows and Linux V6.0 (WED4WL) runtime on a single machine.

Quick Install has a graphical user interface-based (GUI-based) installer packaged on a single CD, and supports manual installation. It is appropriate for the following circumstances:

򐂰 Irregular and occasional installation, including installing for evaluation

purposes

automated

Ye s , automated

򐂰 Generally, ad hoc installation and uninstallation

50 IBM Sales Center for WebSphere Commerce V6

򐂰 Production use only in very limited deployments 򐂰 Under difficult circumstances, for example, to replace or rebuild a client on

site when the usual software deployment mechanisms are not available

򐂰 For developers, to install an instance of IBM Sales Center on the

development environment, as described in Chapter 3, “IBM Sales Center development environment installation” on page 25

Note: IBM Sales Center Quick Install cannot be used to install user customizations. The customizations must be built in the form of an Eclipse update site. Any of the postdeployment provisioning mechanisms can then be used to install custom extensions to the IBM Sales Center installed using Quick Install. If Quick Install was chosen to perform an ad hoc install in the absence of a deployment infrastructure, the manual installation of customizations using the Eclipse Update Manager can be used because this method does not require installation servers or deployment infrastructure to be in place.

This type of installation is not appropriate under the following circumstances: 򐂰 You require manual installation of only a subset of WED4WL.

The WED4WL installer provides the flexibility that the IBM Sales Center Quick Install does not expose. You can, for example, initially install a minimal WED4WL, and then add the optional features.

IBM Sales Center for WebSphere Commerce requires the WED4WL International Components for Unicode for Java (ICU4J) optional feature, which must be installed before IBM Sales Center can be added.

For more information, refer to the installation instructions in WebSphere Everyplace Deployment System Administrator's Guide, which is available on the Web at:

http://www-1.ibm.com/support/docview.wss?uid=swg27006861

򐂰 You have to install WED4WL with the Enterprise Management Agent already

enabled. As part of the IBM Sales Center installation, WebSphere Everyplace

Deployment for Windows and Linux V6.0 (WED4WL) containing the Enterprise Management Agent is installed. However, by default, this component is not enabled in IBM Sales Center when Quick Install is used.

Chapter 4. IBM Sales Center production environment installation 51

You can install IBM Sales Center for WebSphere Commerce manually in the following ways:

򐂰 Install IBM Sales Center for WebSphere Commerce interactively from a CD 򐂰 Install IBM Sales Center for WebSphere Commerce silently from a CD, the

instructions for which are available in the following Web site:

http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/topic/com.ibm .commerce.telesales.admin.doc/tasks/ttrin_silent.htm

For this book, we installed IBM Sales Center for WebSphere Commerce using an interactive GUI install, as described in the next section.

4.3.1 IBM Sales Center for WebSphere Commerce interactive install

To interactively install IBM Sales Center for WebSphere Commerce from a CD, complete the following tasks:

1. Ensure that the computer on which you are installing the IBM Sales Center for WebSphere Commerce meets the hardware, operating system, and networking requirements (4.1, “IBM Sales Center client requirements” on page 46).

2. Ensure that you are logged in as a user with sufficient system privileges to install new software, and that the basic IBM Sales Center client security is set (4.2.2, “IBM Sales Center client security considerations” on page 49).

3. Collect the following information:

– The directory in the computer on which you want to install the IBM Sales

Center

– WebSphere Commerce server information:

• Fully qualified host name for WebSphere Commerce This is the host name that you will use when accessing WebSphere

Commerce tools such as WebSphere Commerce Accelerator

• Port number for communication with WebSphere Commerce The default port is 8000

– (Optional) The Uniform Resource Locator (URL) for the Update Manager

site. This URL is used to update the IBM Sales Center components and can be set at any time.

– The starting language for IBM Sales Center. This is the language that IBM

Sales Center displays in when it starts.

52 IBM Sales Center for WebSphere Commerce V6

Note: The application starts the first time using the default language

properties file if no locale setting is detected on the client machine. The language that IBM Sales Center uses to display menus and labels is set by the -nl argument on the command line or, if no such argument is provided, by the operating system language setting (Regional Settings in Windows).

Refer to the information center topic “Globalization in the IBM Sales Center”, which is available on the Web at:

http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/topic/co m.ibm.commerce.telesales.developer.doc/concepts/ctrglobalizatio n.htm

4. Insert the IBM Sales Center for WebSphere Commerce CD into the CD-ROM drive, browse the CD-ROM drive, and run setup.exe.

5. Select the Language to be used for the install wizard, and click OK.

6. In the welcome window, click Next.

7. In the agreement window, accept the terms and click Next.

8. In the page that appears, specify a short directory name such as C:\WebSphere\SalesCenter60 and click Next.

Chapter 4. IBM Sales Center production environment installation 53

9. Verify the summary information (Figure 4-1) and click Next.

Figure 4-1 Summary information of IBM Sales Center for WebSphere Commerce V6 installation

54 IBM Sales Center for WebSphere Commerce V6

10.The installation starts. After the installation is complete, verify if the installation is successful, and click Finish (Figure 4-2).

Figure 4-2 IBM Sales Center for WebSphere Commerce installation completed

After the installation process is complete, review the <SC_installdir>\log\tsinstall.log file to ensure that no errors occurred during the installation. (In our example, the <SC_installdir> install directory was C:\WebSphere\SalesCenter60.)

4.3.2 Manual installation of the IBM Sales Center updates using the Eclipse Update Manager

To install the IBM Sales Center client updates, for example, the IBM Sales Center fix pack using the Eclipse Update Site, perform the following tasks:

1. Open the IBM Sales Center client in administrator mode, using the

-clientAdmin parameter. Add the -clientAdmin parameter inside the startup.bat file (if you are using it)

in order to start the IBM Sales Center client, or add to the command that is used to start IBM Sales Center.

Chapter 4. IBM Sales Center production environment installation 55

This mode provides access to administrative functions that are normally hidden at start. It is neither necessary to log in to IBM Sales Center nor to launch the Order Capture application to install the fix pack.

We created a copy of startup.bat located in the <SC_installdir>, C:\WebSphere\SalesCenter60, and edited it to add the -clientAdmin parameter. Our copy of startup.bat, renamed to, for example, Adminstartup.bat, contains the following command in one line:

"%~dp0rcp\rcplauncher.exe" -product com.ibm.commerce.telesales.TelesalesWorkbenchProduct -clientAdmin

2. From the menu, select Application → Install → Add Remote Location.

3. The New Remote location window appears with the Field Name and the URL.

– In the Name field, enter a name for the update location, for example, IBM

Sales Center v6.0 updates

– In the URL field, enter the following:

ftp://ftp.software.ibm.com/software/websphere/commerce/60/salesce nter/update/

4. The new update site is defined in the Location List (Figure 4-3). Select the newly created update site and click Next.

Figure 4-3 Application install locations

56 IBM Sales Center for WebSphere Commerce V6

5. Select the features to install. You can, for instance, select all of them. Click Next (Figure 4-4).

Figure 4-4 Search Results window

6. Accept the terms in the license agreements and click Next.

7. If you are presented with an optional features page, click Next.

Chapter 4. IBM Sales Center production environment installation 57

8. Select the installation location for the features (Figure 4-5). Click Finish to perform the update.

Note: IBM Sales Center fix pack updates are not enabled to change the location of the installed feature.

Figure 4-5 Install Location window

58 IBM Sales Center for WebSphere Commerce V6

9. If presented with a Jar Verification window (Figure 4-6) after feature

verification, click Install.

Figure 4-6 Feature Verification window

10.When the installation is completed, you will be prompted to restart the

WebSphere Everyplace Deployment workbench. Click Restart.

4.4 Manual installation of customizations using the Eclipse Update Manager

The WED4WL platform has the built-in ability to install the features packaged in an Eclipse Update Site. The installation of updates can be initiated manually by an IBM Sales Center client user if the administrator mode option is enabled.

The following list includes the prerequisites for the manual installation of customizations using the Eclipse Update Manager:

򐂰 WED4WL must be installed on the client

WED4WL can be installed using the WED4WL installer or the IBM Sales Center Quick Install. For production install by client imaging, install WED4WL

Chapter 4. IBM Sales Center production environment installation 59

on the prototype client using either of these methods, so that it becomes a part of the initial client image.

򐂰 WED4WL must not be using Enterprise Management Agent

The update manager's GUI is not available after the Enterprise Management Agent is enabled.

򐂰 The update site must be available to the client

It may be on the client's local hard disk, CD-ROM, a file server, the Web, or the File Transfer Protocol (FTP) server accessible from the client.

To manually install your customizations and updates, perform the following tasks:

1. Open the IBM Sales Center client in administrator mode using the

-clientAdmin parameter. (For instructions about this, refer to step 1 on page 55.)

2. Select Application → Install.

3. If the update site directory is available on the client hard disk, CD-ROM, or on a shared file server, click Add Folder Location in the Application Locations dialog box and enter the path to the update site directory. Otherwise, click Add Remote Location and enter the URL to the update site if it is available on an FTP server, Hypertext Transfer Protocol (HTTP) server or Hypertext Transfer Protocol Secure (HTTPS) server. Click OK.

4. In the Application Locations dialog box, ensure that the new update site is selected. Click Next.

5. From the update site, select the features you want to install, and click Next.

6. Accept the license agreement and click Next.

7. At the Install Location prompt, select the features to install and the location. (Do

not select the check box labeled Show base WebSphere Everyplace

Deployment location.) Click Finish.

Note: If you select Show base WebSphere Everyplace Deployment

location, other base WebSphere Everyplace Deployment locations are displayed. However, if you choose to install features to the base WebSphere Everyplace Deployment location, they cannot be updated, disabled, nor uninstalled using the Application Manager.

8. The feature verification window is shown. Click Install.

9. A dialog box will ask you whether you want to restart the workbench. Click

Yes.

60 IBM Sales Center for WebSphere Commerce V6

Tip: To uninstall or disable updates, perform the following tasks:

1. Launch IBM Sales Center in administrator mode (see instructions in step 1 on page 55).

2. Select Application → Application Management → <the feature> to uninstall.

3. In the right panel click Uninstall.

4.5 Automatic installation of customizations and updates

As discussed earlier, the production use of IBM Sales Center is expected to involve anywhere from tens to thousands of IBM Sales Center clients. The enterprise requires a scalable and repeatable way of distributing and updating WebSphere Everyplace Deployment for Windows and Linux (WED4WL) and IBM Sales Center components, and to distribute their customizations. This chapter provides the recommendations pertaining to this activity. These recommendations involve exploiting the capabilities of Eclipse and the management capabilities built into WED4WL.

The automation of this process requires additional software, which is available from IBM, external parties, and from the Eclipse Web site:

http://www.eclipse.org

This process also requires additional setup, including installing and configuring the management and software distribution servers. The automation process is attractive when this activity is spread over a sufficient number of clients. Otherwise, manual installation is recommended.

4.5.1 The production installation of IBM Sales Center

The production installation of the IBM Sales Center client is performed in two stages:

1. First, the base image consisting of Windows XP and an initial load of the client software is installed.

2. The client is then deployed and further provisioned with the remaining client application (if any), using one of the supported automated software distribution mechanisms. (Over the lifetime of the client, updates and additional features are installed using the same automated mechanisms.)

Chapter 4. IBM Sales Center production environment installation 61

Deciding about where to draw the line between the initial load of the client software that occurs before client deployment and the further provisioning that happens afterwards is a customer design decision. The competing factors that contribute to this decision are:

򐂰 The initial load must include a minimal enabling software for postdeployment

provisioning. What this enabling software consists of depends on the provisioning method.

򐂰 The initial load might require a significant setup effort that is repeated for each

choice of initial load content. This argues the point that the initial load must contain only components that are relatively stable and common to all the supported configurations in order to minimize the number of times the setup is to be performed.

򐂰 If postdeployment provisioning involves a low bandwidth channel or a channel

whose bandwidth is already committed to a high-priority business function, it is advantageous to make the initial load as complete as possible. In an extreme situation, the initial load may contain all the software that is necessary for a fully functioning client, and postdeployment provisioning only applies updates to sections of the client that have changed since the time the initial load image was created.

򐂰 If the deployed client has a high bandwidth channel to the provisioning server,

it is possible to deploy the bare hardware and perform both the initial load and the subsequent provisioning at the deployment site. This method is also useful to reimage a client that has been corrupted in the field.

The next section describes how to automatically deploy customizations to IBM Sales Center.

4.5.2 Automatically deploying customizations using IBM Tivoli Configuration Manager

Many third-party enterprise software management systems are capable of moving a set of files to a managed system and issuing a command on that system or running a native installer there. Use these management systems to install and maintain IBM Sales Center for WebSphere Commerce and the customizations you build.

IBM Tivoli Configuration Manager is used to illustrate this. Tivoli Configuration Manager is a highly scalable system for monitoring, installing, and controlling IT resources across an enterprise. Its software distribution and inventory monitoring can be implemented over large numbers of geographically distributed clients.

62 IBM Sales Center for WebSphere Commerce V6

Relevant concepts are referred to using their Tivoli Configuration Manager nomenclature. The following descriptions of the nomenclature will help you identify the corresponding terms in your software management product:

򐂰 Tivoli management region

In a Tivoli environment, a Tivoli server and the set of clients that it serves form a Tivoli management region. An organization can have more than one region.

򐂰 Tivoli server

The server for a specific Tivoli management region that holds or references the complete set of Tivoli software, including the full object database.

򐂰 Managed node

A management server on which the Tivoli Management Framework is installed, and which can therefore participate in providing management services to endpoints.

򐂰 Gateway

The software that provides communication services between endpoints and the rest of the Tivoli environment. The gateway is a managed node. In a minimal configuration, a single machine hosts a

򐂰 Repeater

A managed node or gateway that caches and transmits data through a repeater hierarchy to designated targets. Repeaters are used for multiplexed distribution and collection operations. A repeater is a managed node.

Tivoli server and a gateway.

򐂰 Endpoint

The final recipient of any type of Tivoli operation. IBM Sales Center clients in a Tivoli management region are endpoints, not managed nodes. For scalability reasons, endpoints communicate with gateways instead of directly with the Tivoli server.

Endpoints require an endpoint agent installed as a Windows service. The agent communicates with a gateway to send and receive data and to perform actions. Tivoli Configuration Manager uses the Tivoli Management Framework endpoint agent, lcfd.

In contrast to the Device Management Server whose agent is included as part of the Workplace™ Managed Client platform, a Tivoli Management Framework agent is not included in the client and must be installed separately. Although this involves an extra component, it has the advantage of the agent being active and managing the client even when the IBM Sales Center client is not running. It is also possible to use Tivoli Configuration Manager to perform the base Workplace Managed Client™ install, in addition to distributing Eclipse update sites to the client.

Chapter 4. IBM Sales Center production environment installation 63

There are several ways of installing an agent, including CD installation and remote installation methods. For more information about this, refer to the “Tivoli Enterprise™ Installation Guide” section under “Installing endpoints”. The Tivoli Enterprise Installation Guide is part of the Tivoli Management Framework documentation, and is available for download from the following Web site:

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ti voli.frmwrk.doc/instguid.htm

In the rest of this section, it is assumed that the Tivoli Configuration Manager server and the gateway is installed and configured, and that an endpoint agent is installed and running on the client.

Environment

In our environment, we installed and configured the following components: 򐂰 The Tivoli server and gateway are installed and configured with at least the

Tivoli Configuration Manager Software Distribution, Inventory, Activity Planner, and Change Manager features. Our Tivoli server ran on a Windows 2000 Server machine.

򐂰 An endpoint agent is running on the target client and successfully connecting

with the gateway. We used a desktop machine with Windows XP Professional as the target machine to run the endpoint.

Note: The endpoint agent must be configured to run under the Windows user identity, and not under the Local Server identity. Eclipse Update Site installations fail if the agent runs as Local Server.

򐂰 The endpoint machine or the machine where the server is running, or any

other machines connected to the same network that can also be used as a the development client, has a copy of the Tivoli Configuration Manager Software Package Editor component installed. The Software Package Editor is a part of the software distribution function of the Tivoli Configuration Manager. We used the same machine on which the Tivoli server was running to run the Software Package Editor and the Tivoli desktop.

򐂰 The IBM Sales Center client install CD image is available to the development

client, which, in our case, was installed and configured on the Tivoli server.

64 IBM Sales Center for WebSphere Commerce V6

Figure 4-7 shows our laboratory environment.

Figure 4-7 Tivoli Management Framework environment

Creating and distributing a WED4WL software package

This section discusses how to create and distribute a WED4WL software package using the Tivoli Configuration Manager. Use the method described here to remotely distribute a large number of WED4WL clients in a Tivoli environment.

To create, test, and distribute the WED4WL software package, perform the following tasks:

1. On the development client, run the WED4WL installer with the option to generate a prototype response file:

setupwin32.exe -options-template c:\response.txt

2. Use a text editor to customize the generated response file by following the instructions provided in the WED4WL System Administrator's Guide. Do not set the installLocation product bean property. Set the following product bean properties in the responses file:

– -G licenseAccepted=true – -W launchPlatformPanel.launchPlatform="0"

3. Launch the Software Package Editor on the development client.

Chapter 4. IBM Sales Center production environment installation 65

4. In the Software Package Editor Selector window (Figure 4-8), select Generic Software Package and click OK.

Figure 4-8 Software Package Editor Selector window

5. In the page that opens, right-click Noname package in the left-hand navigator and select Properties.

6. In the General tab, set the Package Name to WMC and the Version to 6.0. Click

Condition.

66 IBM Sales Center for WebSphere Commerce V6

7. In the Condition Editor window, double-click os_name, click ==, and type Windows_NT in the text window, as shown in Figure 4-9. Click OK.

Figure 4-9 Condition Editor

Note: In Tivoli Configuration Manager, Windows_NT is the name used to refer to all the supported Windows operating systems. Refer to the Tivoli Configuration Manager Reference Manual for Software Distribution for information about the condition variables.

Chapter 4. IBM Sales Center production environment installation 67

8. In the Package Properties editor (Figure 4-10), select Variable list. In the variable editor, type install_location in the Name field and $(program_files)\IBM\WED in the Value field, and click Set. This creates a variable and its default value, which you can use in the installation script to control the place where the WED4WL will install. Also create another variable install_temp with the value $(install_location)\temp (Figure 4-10). This directory will be used to temporarily hold the install image files. Click OK.

Figure 4-10 Package Properties editor

68 IBM Sales Center for WebSphere Commerce V6

9. In the Software Package Editor page, right-click the package icon again and select Insert → Program → Execute program (Figure 4-11).

Figure 4-11 The Software Package Editor

10.The Execute Program Properties editor opens. In the Install tab of the Execute Program Properties editor, type cmd in the Path field. This is the program that will run the Windows Command Interpreter.

Chapter 4. IBM Sales Center production environment installation 69

11.Click Advanced and fill in the properties listed in Table 4-2, including the quotes that are provided. Click OK.

Table 4-2 Property information

Arguments “$(install_location)”

Inhibit parsing Not checked

Working directory $(install_temp)

Reporting standard error file on server Check

12.In the Execute Program Properties window, click Add in the Corequisite Files section. Navigate to the local file system location where the WED4WL install images are present, and select the install directory. Click Open. Select the directory icon that has just been created and click Edit.

13.In the Add Directory Properties window (Figure 4-12), change the Destination Location to $(install_temp). This temporarily copies the install directory and all the files and subdirectories to the path $(install_temp)/install. Click OK.

Figure 4-12 Add Directory Properties window

70 IBM Sales Center for WebSphere Commerce V6

14.Ensure that the Directory icon is not selected and click Add again. This time, copy the updates directory to $(install_temp)/updates.

15.Deselect any unwanted icons once again and click Add one more time. Navigate to the response.txt file created in step 1 on page 65. Edit the created file entry to again set the Destination location to $(install_temp). The editor looks similar to Figure 4-13. Click OK.

Figure 4-13 Execute Program Properties settings

16.In the main editor window, from the menu, select File → Save as. Select the Software Package Block file type and provide the name wmc6 for the file.

17.To test the package locally on the development client, open a command shell window, with the software distribution command line environment established. Your Start menu must contain a shortcut named SWDIS ENV that will open this. Issue the following command:

wdinstsp -Dinstall_location=c:\WMC6 wmc6.spb

In this command, wmc6.spb is the software package block file created earlier. The property C:\WMC6 overrides the default install location of C:\Program Files\IBM\WED and the package installs in the C:\WMC6 directory.

Chapter 4. IBM Sales Center production environment installation 71

18.When the software package is ready, it is distributed to the endpoint using the Tivoli desktop.

Tip: Refer to the IBM Tivoli Configuration Manager Reference Manual for Software Distribution for more information about disconnected command-line interface commands and the software package change management states.

Creating and distributing an Eclipse Update Site software package

This section discusses how to create and distribute an IBM Sales Center feature using Tivoli Configuration Manager. Use the method described here to remotely distribute a large number of IBM Sales Center clients in a Tivoli environment. A software package bundle is created in a Tivoli environment for packaging and distributing any software you want to distribute.

Perform the following tasks to create a software package from an Eclipse Update Site. For this book, the IBM Sales Center Update Site was used. However, the same procedure can be used to distribute update sites built with your own customizations:

1. Launch the Software Package Editor on the development client.

2. In the Software Package Editor Selector window, select Generic Software Package and click OK.

3. In the window that opens, right-click the Noname package icon in the left-hand navigator and select Properties.

4. Enter the Name as Sales Center and the Version as 1.0. Click Condition.

5. In the Condition Editor window, double-click os_name, click the == button, and type Windows_NT in the text window. Click OK.

6. In the Package Properties editor, click the Variable list tab. In the variable editor, type install_location in the Name field and $(program_files)\IBM\WED in the Value field, and click Set. When the distribution is installed, this variable must be set to the path where WED4WL has already been installed. Also create a variable install_temp with the value $(install_location)\temp. This directory will be used to temporarily hold the install image files. Click OK.

7. In the Software Package Editor, right-click the Package icon again and select

Insert → Program → Execute.

72 IBM Sales Center for WebSphere Commerce V6

8. An Execute Program Properties editor opens. In the Install tab of the Execute Program Properties editor, type installfeature.bat in the Path field. This is the name of the Windows batch file that will be executed. Click Advanced and fill in the properties as shown in Table 4-3, including the quotes that are provided. Click OK.

Table 4-3 Property information

Arguments “$(install_location)”

Inhibit parsing Not checked

Working directory $(install_temp)

Reporting standard error file on server Check

9. Create a copy of installfeature.bat (Example 4-1) and copy it to a location in the development client.

Edit this file by replacing the text FEATUREID with the name of the feature to install and the VERSION with its version number.

To install Sales Center, replace FEATUREID with the name of the primary feature, com.ibm.commerce.telesales.impl.feature, and VERSION with

6.0.0. Any nested features in the update site will also be installed. If your site has more than one primary feature, replicate those lines and replace FEATUREID and VERSION with the corresponding values for the other features as many times as necessary.

This script takes one command-line argument, that is, the path where an instance of WED4WL is already installed. The script assumes that it will be in the same directory in which the update site's site.xml file is located. It implicitly creates an install site named sc. You might encounter errors if you attempt to use an existing install site instead. In particular, the site in %WED_HOME%\shared\eclipse path cannot be installed into using this mechanism.

Example 4-1 installfeature.bat

setlocal enableextensions set WED_HOME=%1 set CUR_DIR=%~dp0

%WED_HOME%\rcp\rcplauncher -application org.eclipse.update.core.standaloneUpdate -nosplash -os win32 -arch x86

-command install -featureId FEATUREID -version VERSION -from

"file:/%CUR_DIR%/" -to %WED_HOME%\sc\eclipse -rcpLauncherWait

-consolelog -data "%CUR_DIR%/data"

set rc=%ERRORLEVEL% if errorlevel 1 goto :error

Chapter 4. IBM Sales Center production environment installation 73

rem replicate previous lines to add other features

:error rem endlocal is implied by end of script exit %rc%

10.In the Execute Program Properties window, select Add in the Corequisite Files section. Navigate to the local file system location of the Eclipse update site and select its directory. Click Open. Select the directory icon just created, and click Edit.

11.In the Add Directory Properties window (Figure 4-14), change the Destination Location to $(install_temp) and the Destination Name to ".", and select the Descend directories option. This maps the Update Site directory and all the files and subdirectories it contains, to the path $(install_temp). Click OK.

Figure 4-14 Add Directory Properties window

74 IBM Sales Center for WebSphere Commerce V6

12.In the Execute Program Properties window (Figure 4-15), deselect all the icons and click Add. Navigate to the customized installfeature.bat file and select Open. Click Edit and set the Destination Location as $(install_temp). Click OK.

Figure 4-15 Adding installfeature.bat file properties

13.Configure the actions to be uninstalled. Select the Remove tab and type uninstallfeature.bat in the Path field. Click Advanced and set the fields in such a way that they are identical to the way they were set for the Install action.

Chapter 4. IBM Sales Center production environment installation 75

14.Create a copy of uninstallfeature.bat (Example 4-2) and copy it to a location in the development client. Again, customize the FEATUREID and VERSION and the install site location. Duplicate the text if more than one feature is to be uninstalled. Because features must be disabled before they can be uninstalled, this script performs two actions for each feature.

Example 4-2 uninstallfeature.bat

setlocal enableextensions

set WED_HOME=%1 set CUR_DIR=%~dp0

%WED_HOME%\rcp\rcplauncher -application org.eclipse.update.core.standaloneUpdate -nosplash -os win32 -arch x86

-command disable -featureId FEATUREID -version VERSION -to

%WED_HOME%/sc/eclipse -rcpLauncherWait -consolelog -data "%CUR_DIR%/data" set rc=%errorlevel% if errorlevel 1 goto :error

%WED_HOME%\rcp\rcplauncher -application org.eclipse.update.core.standaloneUpdate -nosplash -os win32 -arch x86

-command uninstall -featureId FEATUREID -version VERSION -to

%WED_HOME%/sc/eclipse -rcpLauncherWait -consolelog -data "%CUR_DIR%/data" set rc=%errorlevel% if errorlevel 1 goto :error

:error rem endlocal implied by end of script exit %rc%

15.Select Add in the Execute Program Properties editor and map the customized uninstallfeature.bat file to the directory $(install_temp). Click OK.

16.As in the previous example, save in the Software Package Block format.

17.Test using the wdinstsp command on the development client to install features into a previously installed WED4WL. The install succeeds irrespective of whether the client is running or not, but the installed features become accessible only after the client is restarted.

Test the uninstall action on the development client using the following software distribution disconnected command:

wdrmvsp "Sales Center^1.0"

76 IBM Sales Center for WebSphere Commerce V6

Note: If the features are removed when the client is running, the results are

unpredictable. Therefore, uninstalls must normally be scheduled when the client is not in use.

The Tivoli desktop can now be used to import the software distribution packages built in this section into a Profile Manager in the management region, and activities can be scheduled to distribute them to endpoints. There are other variations in the distribution mechanism where, for example, the corequisite files are served from a file server instead of being copied to each endpoint, or the package is served from a repeater depot.

4.5.3 Automatically deploying customizations using WebSphere Everyplace Deployment

IBM Workplace Managed Client includes an Enterprise Management Agent that can be used in conjunction with a Tivoli Device Management Server to install, upgrade, and configure applications running on the WED4WL client. The agent and the server can also manage other aspects of the client machine, such as installing or upgrading native applications or manipulating the contents of the Windows registry.

Note: The Tivoli Device Management Server is not supplied with WebSphere Commerce, but is a component of several IBM products that may be separately acquired. The Enterprise Management Agent in WED4WL requires a Device Management Server V1.8 or later. An appropriate Device Management Server is available in the IBM products WebSphere Everyplace Deployment V6.0 and WebSphere Everyplace Device Manager V6.0.

For information about installing and configuring the Device Management Server, and the full set of capabilities it provides, refer to the documentation supplied with the product. In this case, we assume that the server is already configured and the objective is to use it to install or uninstall the Eclipse features in a WED4WL runtime.

The Device Management Server is capable of running a number of different types of management operations on a variety of different device types. In Device Management Server terms, the distribution of IBM Sales Center or of customized Eclipse features to install on a WED4WL Windows XP client uses a native software distribution job targeting a Windows 32-bit device. This device is a subset of the Open Services Gateway initiative (OSGi) devices, which in turn, are a type of Open Mobile Alliance Device Management (BaseOMA DM) device.

Chapter 4. IBM Sales Center production environment installation 77

To distribute software to the client platform, use the NativeAppBundle tool that is provided as part of the Device Management Server distribution to wrap the Eclipse update site in an OSGi bundle. After this, create and schedule a software distribution job targeting the client. When the created bundle is received on the client by the agent, it programmatically invokes the Eclipse Update Manager to install the features packaged in the update site.

Prerequisites

The following components were installed and configured on our environment: 򐂰 WebSphere Everyplace Deployment 6.0 Server

This is installed and configured on a server whose port 80 is accessible from the client. Enable WebSphere Application Server security on the Device Management Server. Although the Device Manager Installation Guide indicates that enabling security is optional, security is mandatory to correctly support Windows 32-bit devices.

Before starting the WebSphere Everyplace Deployment Server, apply IBM WebSphere Everyplace Deployment V6.0 Interim Fix 2.

For information about applying IBM WebSphere Everyplace Deployment V6.0 Interim Fix 2 and the location information, refer to the following Web site:

http://www-1.ibm.com/support/docview.wss?rs=2314&context=SSNLT6&dc=D 400&q1=wedfpintfx&uid=swg24013683&loc=en_US&cs=utf-8&lang=en

򐂰 WebSphere Everyplace Deployment for Windows and Linux (WED4WL) 6.0

Install WED4WL on the client either by using the WED4WL installer or the IBM Sales Center Quick Install.

Apply the following fixes on the WED4WL:

– Fix Pack 1 for WebSphere Everyplace Deployment for Windows and Linux

6.0 For information about applying Fix Pack 1 for WebSphere Everyplace

Deployment for Windows and Linux 6.0 and the location information, refer to the following Web site:

http://www-1.ibm.com/support/docview.wss?rs=2314&context=SSNLT6&d c=D400&q1=wedfpintfx&uid=swg24012062&loc=en_US&cs=utf-8&lang=en

78 IBM Sales Center for WebSphere Commerce V6

– WebSphere Everyplace Deployment for Windows and Linux 6.0 Interim

Fix 3 For information about applying the WebSphere Everyplace Deployment

for Windows and Linux 6.0 Interim Fix 3 and the location information, refer to the following Web site:

http://www-1.ibm.com/support/docview.wss?rs=2314&context=SSNLT6&d c=D400&q1=wedfpintfx&uid=swg24013807&loc=en_US&cs=utf-8&lang=en

Following are the tasks that we performed (each of these tasks are described subsequently):

򐂰 Enabling the Enterprise Management Agent 򐂰 Creating an Eclipse NativeAppBundle 򐂰 Registering the NativeAppBundle with the Device Management Server 򐂰 Scheduling a software distribution job 򐂰 Uninstalling using a bundle control job

Enabling the Enterprise Management Agent

To enable the Enterprise Management Agent, perform the following tasks:

1. Start the IBM Sales Center client with the -clientAdmin command-line option. For instructions, refer to step 1 on page 55.

2. In the Preferences window (Figure 4-16):

– Select the Enterprise Management Agent preferences page. – Select the check box against Enable Enterprise Management Agent. A

dialog box pops up asking you to confirm whether you want to enable the Enterprise Management Agent. Click OK.

– In the Server IP Address field, enter the following:

http://<hostname>/dmserver/SyncMLDMServerAuthRequired

– <hostname> represents the Device Management Server host name. – For the Device User Name and Device User Password fields, provide valid

information for a user authorized to access the Device Management Server. These users are defined in the user registry selected during the WebSphere Application Server configuration. You can test a user and password combination by accessing the server URL with a Web browser.

– Review the polling configuration. The Enterprise Management Agent

contacts the Device Management Server based on a start and stop polling window. When the Enterprise Management Agent is enabled for the first time, it attempts to contact the Device Management Server regardless of the polling window settings. On each subsequent restart, the agent will not contact the Device Management Server if it is outside the polling window.

Chapter 4. IBM Sales Center production environment installation 79

The polling configuration is not changeable in this window. It can be changed by a Device Management Server Configuration Job.

Click OK.

Figure 4-16 Agent Preferences page

Creating an Eclipse NativeAppBundle

Following is the process involved in creating an Eclipse NativeAppBundle:

1. Log in to the server where the Device Management Server is installed and copy the Eclipse update site to a directory on that machine.

2. Change the current directory to <DM Server install directory>/bin.

3. Run the command shown in Example 4-3 to create your software bundle.

Example 4-3 Creating a software bundle

NativeAppBundle -BundleName=<bundle_name> -InputDirectory=<path to your update site> -InstallDirectory=<temporary_install_directory>

-BuildDirectory=<HTTP server document directory>/bundles

-Eclipse=default -BundleVersion=<version> -CleanupAfterInstall=yes

-RemoveOnUninstall=no

80 IBM Sales Center for WebSphere Commerce V6

In this command:

<bundle_name> is a name of the bundle that will be generated to wrap

–

the Eclipse update site. The bundle name may not contain spaces or periods. Each bundle that

you define using the NativeAppBundle tool must use a unique bundle name, for example, if you have created a distribution bundle with a BundleName of MyApp, containing V1.0.0 of your application, you must use a different BundleName when creating a distribution bundle containing V2.0.0. This refers only to the BundleName specified as parameters to the NativeAppBundle program, and not to the features or plug-ins contained in the update site.

–

<path to your update site> is the location of the input update site on the

Device Management Server machine.

–

<temporary_install_directory> is the name of the directory that will be

used on the client, and is operating system-specific. This value may contain a variable reference that will be replaced on the client during bundle installation. The manifest file generated for this bundle uses % as the delimiter surrounding the variable name. The search order for the variable value is the operating system environment, followed by the Java system properties.

If the NativeAppBundle command is being run on a Windows system, escape characters are required, for example, in order to use the value of the environment variable TEMP on the client system, you must specify

-InstallDirectory=^%^%TEMP^%^%. The variable name is case-sensitive, unlike the usual behavior on

Windows systems.

–

<HTTP Server document directory> is the destination where the OSGi

bundle jar will be written. Because the client has to access it using either the HTTP or the FTP protocol, it is most convenient to generate it directly into a document directory served by a Web server or an FTP server. An example path would be C:/Program Files/IBM HTTP Server/htdocs/en_US/bundles.

– The -Eclipse parameter indicates that the target bundle contains an

Eclipse update site for installation into an Eclipse extension framework. Its value defines the Eclipse install site into which the features will be installed. The special value default installs the features into the default install site for WED4WL. Any other value must be an absolute file system path to the Eclipse subdirectory of the install site, for example,

-Eclipse=c:/Program Files/IBM/WED/SalesCenter/eclipse.

Chapter 4. IBM Sales Center production environment installation 81

Example 4-4 shows the command that we ran.

Example 4-4 Targeted bundle command

NativeAppBundle -BundleName=MCSC1 -InputDirectory=C:\WED-SW-Dump\ISCWC

-installDirectory=C:\Temp\mcsc -BuildDirectory=c:\IBM\IBM HTTP

Server\htdocs\en_US\bundles -Eclipse=default -BundleVersion=1.0.0

-CleanupAfterInstall=yes -RemoveOnUninstall=noand on successful

execution generates the response

After the command has run successfully, the output is as follows:

SMF bundle: c:\Program Files\IBM HTTP Server\htdocs\en_US\bundles\MCSC1+1_0_0.jar successfully created

Registering the NativeAppBundle with the Device Management Server

To register the NativeAppBundle with the Device Management Server, perform the following tasks:

1. Start the Device Manager console. The console is automatically installed on the Device Management Server, but may also be installed on other Windows systems using a browser. For instructions, refer to the topic “Installing the Device Manager console” in the Device Management Server documentation.

Ensure that the Device Manager Server field contains the Device Manager Server host name.

2. Log in to the Device Manager console with the appropriate user ID and password:

– In a WebSphere Everyplace Deployment server, use the WebSphere

Everyplace Deployment administrator user ID and password.

– In a WebSphere Everyplace Device Management server, the default

Subscription Manager authorizes the user ID dmadmin with the password dmadmin.

If you have implemented a custom Subscription Manager on the server, it will determine which IDs and passwords are valid.

82 IBM Sales Center for WebSphere Commerce V6

IBM Deploying User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Front cover

Contents

Notices

Trademarks

Preface

The team that wrote this IBM Redbook

Become a published author

Comments welcome

Part 1 Introduction

1.1 Introduction

1.2 IBM Sales Center features

1.3 IBM Sales Center benefits

2.1 IBM Sales Center’s high-level architecture

2.2 IBM Sales Center’s functionality

2.2.1 Working with stores

2.2.2 Creating new customers and working with existing customers

2.2.3 Performing order-related actions

2.2.4 Performing quote-related activities

2.2.5 Performing product-related activities

2.2.6 Understanding ticklers

2.2.7 Understanding returns

2.2.8 User experience features

2.2.9 IBM Support Assistant

2.3 IBM Sales Center default workflows

2.4 Comparing IBM Sales Center with WebSphere Commerce Accelerator

Part 2 Installation

3.1 WebSphere Commerce Developer requirements

3.1.1 Hardware requirements

3.1.2 Operating system requirements

3.1.3 Networking requirements

3.2 Prerequisites for WebSphere Commerce Developer installation

3.2.1 IBM Rational Application Developer V6.0 installation

3.2.2 Applying the IBM Rational Application Developer fixes

3.2.3 Applying the WebSphere Application Server Test Environment fixes

3.2.4 IBM Sales Center for WebSphere Commerce installation

3.3 WebSphere Commerce Developer install

3.3.1 Installing both the toolkits on the same machine

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

3.3.3 Installing only the IBM Sales Center toolkit

4.1 IBM Sales Center client requirements

4.1.1 Hardware requirements

4.1.2 Operating system requirements

4.1.3 Networking requirements

4.2 Prerequisites to use the IBM Sales Center client

4.2.1 WebSphere Commerce server

4.2.2 IBM Sales Center client security considerations

4.2.3 IBM Sales Center distribution mechanisms

4.3 IBM Sales Center Quick Install

4.3.1 IBM Sales Center for WebSphere Commerce interactive install

4.3.2 Manual installation of the IBM Sales Center updates using the Eclipse Update Manager

4.4 Manual installation of customizations using the Eclipse Update Manager

4.5 Automatic installation of customizations and updates

4.5.1 The production installation of IBM Sales Center

4.5.2 Automatically deploying customizations using IBM Tivoli Configuration Manager

4.5.3 Automatically deploying customizations using WebSphere Everyplace Deployment