Introduction

Welcome to the Intershop Contact Center 1.0.

The Contact Center (CC) is intended to be used by contact center agents to solve the customer's problems and assist him while shopping.

This Release Note provides important product information, including version information and dependencies. It also outlines the basic setup and configuration steps.

Version Information and Dependencies

This delivery and the accompanying documentation are valid for the following combinations of software versions:

The package contains the component set f_contactcenter which includes the following cartridges:

• app_bo_contactcenter_cobrowsing - Co-browsing extensions for the Commerce management application
• app_contactcenter - OCST and reference implementation Contact Center
• app_sf_contactcenter_cobrowsing - Storefront extensions for Co-browsing
• app_sf_contactcenter_rest - REST extensions
• as_contactcenter - Application configuration
• init_contactcenter - DBInit data for the contact center
• ucm_demo_contactcenter - DBInit data for contact center related to PrimeTech

References

• Overview - Contact Center
• Contact Center User Guide Intershop 7 (Knowledge Base) - (Download as PDF)
• Concept - Contact Center 1.0
• Cookbook - Contact Center 1.0
• Guide - Contact Center Keyboard Interaction (1.0)
• Reference - Omni-Channel Services Toolset REST API

What's New

The Contact Center 1.0.2 is a hotfix release for the Contact Center 1.0.

For more detailed information on already existing features please refer to the according feature lists.

• Feature List - Contact Center 1.0 (EN)
• Feature List - Contact Center 1.0 (DE)

New Features

Fixed Bugs

Sources

To build own applications based on the Omni-Channel Services Toolset, the sources of the reference implementation as well as the source for the documentation and the demo assembly are provided:

http://<your-reposerver:port>/nexus/content/repositories/ishrepo/com.intershop.services.source/f_contactcenter-customer/1.0.x/zips/f_contactcenter-customer-zip-src-1.0.x.zip

Setup

Prerequisites

Adding the Contact Center to your Intershop 7 system assumes the following requirements:

• A running Intershop 7.5.1 installation that matches the system requirements
• An assembly to which the Contact Center cartridges can be added, either a self defined or one of the Intershop samples
• Knowledge of how to add the delivered artifacts to the continuous integration environment
• Knowledge of how to deploy to a test or production environment

Adding Contact Center Server Components

The Contact Center 1.0 needs some extensions in the Intershop 7 to provide the full functionality.

Define the Version

Add the following line to  <ASSEMBLY>/gradle.properties

filter.com.intershop.services.set.f_contactcenter = 1.0.2

Adding the Cartridges

Change the file <ASSEMBLY>/build.gradle by adding the cartridges of the Contact Center

assembly {
	...

	// Add the Contact Center cartridges
	cartridges {
		def productionCartridges =
		[
		'as_contactcenter',
		'app_sf_contactcenter_rest',
		'app_sf_contactcenter_cobrowsing',
		'app_bo_contactcenter_cobrowsing'
		]
		include (*(productionCartridges.collect {"com.intershop.services:$it"}), in:[development, test, production]) {
			transitive = false
		}

		def testCartridges =
		[
		'app_sf_contactcenter_test',
		'app_sf_contactcenter_rest_test'
		]
		include (*(testCartridges.collect {"com.intershop.services:$it"}), in:[development, test]) {
			transitive = false
		}

		def initCartridges =
		[
		'init_contactcenter',
		'ucm_demo_contactcenter'
		]
		include (*(initCartridges.collect {"com.intershop.services:$it"}), in:[init]) {
			transitive = false
		}

		order = listFromAssembly('com.intershop.assembly:primetech') + productionCartridges + initCartridges + testCartridges
	}

	...
}

DBInit

Run  dbinit  to initialize the Contact Center

• Cartridge as_contactcenter for Contact Center application
• Cartridge init_contactcenter for Contact Center permissions and service configurations
• Cartridge ucm_demo_contactcenter for extended demo content

Contact Center Web Application

All setup steps described below are based on the assembly used for this installation, which is referred to as <ASSEMBLY>. Also the required Gradle files (build.gradle, deploy.gradle) should be already part of this assembly

Define a Host Type for the Contact Center

The host type of the Contact Center web application is defined by adding the following host type to  build.gradle:

assembly {
	...

	// Define the Contact Center hosttype
	hostTypes {
		contactcenter {
			include (
			'com.intershop:3rd_tomcat',
			'com.intershop:runtime',
			'com.intershop:tcm',
			'com.intershop.services:app_contactcenter',
			) {
				transitive = false
			}

			includeLocal = true
		}
	}
	...
}

Deployment of the Contact Center

To deploy the Contact Center the used host type needs to be configured. See Cookbook - Gradle Deployment Tools - Recipe: Configure the Deployment for more details. As an example, to deploy within the same Tomcat as the Intershop 7 system, add the following lines to the deploy.gradle:

apply plugin: com.intershop.deploy.assembly.TargetPlugin
apply plugin: com.intershop.deploy.resources.ResourceDeploymentPlugin
apply plugin: com.intershop.deploy.intershop.TomcatPlugin

deployment {
	if (target.includeLocal) {
		// if hostType == ALL (development) add a map as contactcenter extension
		// containing the default values for the REST APIs

		if (deploymentBootstrap.hostType.hostType.name == 'all' &&
		!tomcat.instances.any { it.ext.has 'contactcenter' }) {
			def host = "https://${webadapter.hostname}:${webadapter.securePort}"
			tomcat.instances.find().ext.contactcenter = [
			webshopRestURIBase: "$host/INTERSHOP/rest/WFS/",
			contactcenterRestURI: "$host/INTERSHOP/rest/WFS/ContactCenter/-",
			contactcenterRestURIBase: "$host/INTERSHOP/rest/WFS/"
			]
		}
	}
}

Configuration of the Contact Center for a Production Deployment

If the Contact Center is deployed within the development environment, no additional settings are necessary. The file f_contactcenter/app_contactcenter/deployment/deploy.gradle ensures that the placeholders in the URIs are replaced during deployment.

If you only want to install an assembly with the Contact Center using settings.gradle, the URIs must be configured manually. To do this, change the file settings.gradle to configure the Contact Center:

tomcat {
	instances {
		appserver0 {
			ext.contactcenter = [
				webshopRestURIBase:       'https://[HOSTNAME]:[SECURE_PORT]/INTERSHOP/rest/WFS/',
				contactcenterRestURIBase: 'https://[HOSTNAME]:[SECURE_PORT]/INTERSHOP/rest/WFS/',
				contactcenterRestURI:     'https://[HOSTNAME]:[SECURE_PORT]/INTERSHOP/rest/WFS/ContactCenter/-'
			]
		}
	}
}

This can be done in the settings.gradle:

deploymentBootstrap {
        appserver {
            hostname = 'your.public.hostname'
		}
}

Limitations

Available Payment Methods

On delivery the Contact Center supports only the following payment methods:

• Cash on Delivery
• Direct Debit Transfer
• Invoice

Product Search

On the quick order page, a product can only be searched by the product's SKU.