Introduction

Welcome to the Omni-Channel Services Toolset 1.1.

Intershop's Omni-Channel Services Toolset (OCST) is a collection of frameworks that enable fast, standardized development of business web apps like the Intershop Contact Center. Based on open-source technologies, the OCST is decoupled from the Intershop 7/Intershop Commerce Management core platform and uses the REST API (as part of the Synaptic Commerce API) to access data and commerce functionality.

The Contact Center is a reference implementation for the Omni-Channel Services Toolset and can be used by contact center agents to solve the customers' problems and assist them while shopping.

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

What's New

New Features

Fixed Bugs

Version Information and Dependencies

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

The package contains the component setf_contactcenterwhich includes the following cartridges:

• app_contactcenter: OCST and reference implementation Contact Center

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.public.source/f_ocst/1.1.3/zips/f_ocst-zip-src-1.1.3.zip

References

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

Setup

Prerequisites

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

• A running Intershop 7.6 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

Add the Omni-Channel Services Toolset to an Assembly

The Omni-Channel Services Toolset requires an Intershop 7.6 based installation. 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

1. Define a host type for the Omni-Channel Services Toolset web application by adding the following host type to build.gradle:

   assembly {
       ... 
       // Define the Omni-Channel Services Toolset hosttype 
       hostTypes { 
       	contactcenter { 
       		include ( 
       			'com.intershop:3rd_tomcat', 
       			'com.intershop.infrastructure:runtime', 
       			'com.intershop.infrastructure:tcm', 
       			'com.intershop.ocst:app_contactcenter' 
   			) { 
   				transitive = false 
   			} includeLocal = true } 
   		} 
   	... 
   }

2. The version of the used OCST has to be added to the gradle.properties:

   version.com.intershop.ocst.app_contactcenter = 1.1.3

3. To deploy the Omni-Channel Services Toolset 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/"
   			]
   		}
   	}
   }

   Note

   For details about adding custom deployment logic to an assembly, see Recipe: Add Custom Deployment Logic to an Assembly.

Configure 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