November 2003
Intermediate to advanced
496 pages
11h 59m
English
book
Lotus Instant Messaging/Web Conferencing (Sametime): Building Sametime Enabled Applications
by John Bergland, John Barrow, Jonas Covey, Washington Cabral, Carl Tyler, Yafit Sami, Rob Novak
Content preview from Lotus Instant Messaging/Web Conferencing (Sametime): Building Sametime Enabled Applications
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© Copyright IBM Corp. 2003. All rights reserved. 455
Appendix B. Online customer support
application example
The following appendix material has been contributed by Vince Fertig of IBM
Software Services for Lotus (ISSL). It provides a high level overview of an online
customer support application recently developed by a team internally within IBM.
It provides an alternate means of handling customer support through live chats
between a customer and customer support agents. The goal of this appendix is
to illustrate an overview of the architecture while also highlighting some of the
important design decisions and their potential benefits to the appli ...