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GME Cloud Integration with IBM Websphere Commerce

Overview

Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels, and interactions.


Userscreen.jpg

Description

Genesys ConnectMe allows customers to simply click a button and connect directly to a live customer service agent without leaving your app or web page. The agent can see information from your app and web page along with the full customer history, profile, and location.


Deploy.jpg

Deployment

  1. Extract the zip file into a temporary folder. The following folder is created, which contains the Generated Page Composer widget source code (includes definitions for storefront assets): GenesysAgentProject
  2. Import the widget source code into IDE:
    • Open WebSphere Commerce Developer Enterprise.
    • Menu > File > Import launches the import dialog.
      • Select General > Existing Projects into Workspace.
      • Click Next.
      • Specify the GenesysAgentProject folder created in Step 1.
      • Click Finish to import the project into the workspace.
  3. Move storefront assets:
    • Copy GenesysAgentProject\target\Stores\WebContent\Widgets-GenesysInsert text into WCDE_installdir\workspace\Stores\WebContent.
  4. Register a Page Composer widget by running the Data Load Utility in the command-line utility:
    • Start a command-line utility.
    • Change directory to WCDE_installdir\bin.
    • Run the following command:
      dataload.bat ..\workspace\GenesysAgentProject\target\Dataload\widget\wc-dataload-widget.xml
  5. Use the Data Load utility to register your widget in the Page Composer framework and have your store subscribe to your widget.
  6. Add Management Center support for a Page Composer widget:
    • Copy the generated source code files (GenesysAgentProject\LOBTools\*) into the WebSphere Commerce Developer file structure.
      Important: Always merge a file if it already exists. The file GenesysAgentProject\LOBTools\WebContent\WEB-INF\src\lzx\commerce\pagelayout\PageLayoutExtensionsLibrary.lzx must be merged with the existing version of this file. If this file is overwritten, you will lose any extensions previously registered.
  7. After the LOBTools files have been copied/updated, you must rebuild the LOBTools project:
    • Right-click LOBTools.
    • Click Build OpenLazlo Project.
  8. Open Page Composer and add GenesysAgent Widget to the layouts as required.
  9. The Widget parameter pageName is required, and the value specified is saved to GMS and then later provided to the agent, after the customer-agent call is connected.
This page was last modified on 19 December 2013, at 21:41.