Default Page and Customization Examples

This section discusses how to use the Interaction Web Tools default page and the examples provided with Interaction Web Tools.

Interaction Web Tools default page

The default page included with Interaction Web Tools enables you to test your installation. You access the page at: http://webservename/i3root/.

 

Using the Interaction Web Tools default page

This page enables website visitors to start chat interactions, create an account, or submit a callback request.

Chat: Start a chat interaction with an agent.

Callback: Submit a callback request.

Create an Account: This tab contains a sample registration form. The program stores the registration information in the Individuals tables in the Interaction Tracker database. A registration function is required if you want visitors to your website to log on before starting an interaction. Authentication can optionally be handled by a different party than the CIC Interaction Web Tools implementation.

Setting up the examples

The Web Tool files placed in \\IC_WebServicesChat on the CIC server during the CIC server installation include IWT_Examples-X-X.zip. This file contains examples for controls and forms you can use on your website for your visitor to request a chat or start a callback request. For information about customizing the Interaction Web Tools interface, see the Interaction Web Tools Developer's Guide at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/web_tools_dg.pdf.

1. Install and configure Web Tools.

2. Unzip IWT_Examples-X-X.zip to any directory accessible to the web server.

   Note:
   The Web Tools installation and configuration process can unzip this file to the web root directory of your web server (most likely C:\inetpub\wwwroot).

   Tip:
   If you are exploring the examples in a testing environment, put the examples on the web server used for testing. On both the test and production systems, take steps to prevent unauthorized access to the examples and consider removing the examples when you’re done.

3. Copy i3root/js/config.js into examples/<every subdirectory>/js

4. Access each of the examples in a web browser: http://<server name>/<directory where you unzipped the examples>/<example subdirectory name>

Exploring the examples

Each example directory contains a readme.html file that contains:

• A short description of what the example does.

• A list of files which are different from the default install and an explanation of the changes in these files.

• A reminder to copy config.js to the example directory before attempting to use the example.

BypassLoginForm

To obtain the information necessary to start a chat or create a callback from an external source and bypass the default logon page, use this example.

 

CallbackStatusField

In this example, a few of the fields on the callback status page are hidden. This includes such details as the callback request status, the assigned agent, and estimated wait time.

ClickOnFlagsForDifferentLanguages

 

To present the appropriate language release of the logon, chat, and callback forms, use the language a website visitor selects for viewing your website.

Note:
The necessary language files for this example to function properly are supplied in 4.0 SU 1 and later releases.

DifferentLayout

This example is an alternative version of the Interaction Web Tools form installed by default in http://webservename/i3root/.

 

DifferentLayout2

This example is another version of the Interaction Web Tools form installed by default in http://webservename/i3root/.

 

Directory

To create chat and callback links visitors can use to contact specific queues or CIC client users, use this example.

 

EmbeddedWithinOtherPage

To embed the Interaction Web Tools form directly in a website page, use this example.

 

NoRegistrationTab

This version of the Interaction Web Tools form does not contain the Create an Account tab.

 

Notifications

If you are interested in creating more extensive customizations, you can use this example to familiarize yourself with the variety of Notifications for which your code can listen. This example listens for every possible Notification. In each case, the listening code just displays a JavaScript alert dialog box.

RegistrationFormPanelFields

To add required and non-required fields to the Create an Account form, use this example.