Maintenance Manual

Entry Points 39
window.open( 'http:// Server_Name /system/LiveCustomerServlet.egain?
eglvcmd=CustEntry&entryPointName=Default Entry Point
&eglvepid=1000&departmentid=999&eglvpartid=1&eglvrefname='
Support ,'',params)
b. Edit the following line to change the text that appears in the hyperlink. By default, it is “Test”.
Substitute the word “Test” for wording which you deem appropriate, such as “Click here to chat with
one of our agents.”
<a href="#" onClick="openHelp()" style=cursor:hand> Test </a>
5. Before adding the code to your website, ensure that you replace the server name in the following line of the
code with the fully qualified domain name of the server.
window.open(
'http://
Server_Name /system/LiveCustomerServlet.egain?eglvcmd=CustEntry&entryPoint
Name=Customer Support
EntryPoint&eglvepid=1003&departmentid=999&eglvpartid=1&referer='+refererurl+'&e
glvrefname='+refererName,'',params)
Change it to:
window.open(
'http://
Server_Name.Domain_Name .com/system/LiveCustomerServlet.egain?eglvcmd=CustE
ntry&entryPointName=Customer Support
EntryPoint&eglvepid=1003&departmentid=999&eglvpartid=1&referer='+refererurl+'&e
glvrefname='+refererName,'',params)
6. If auto-login is enabled for an entry point, you need to modify the entry point code so that the customer
information collected at the time of login to the website is passed on to the Cisco Interaction Manager
application when the customer initiates a chat session.
In the chat link, you need to add the customer details, which are provided by the customer.
For example, if the entry point is mapped to a template set which has Name, email ID, and phone number as
the login page fields, the following parameters should be added to the URL:
&fieldname_1=<value1>&fieldname_2=<value2>&fieldname_3=<value3>
Locate the following lines in the code:
(
'http://
Server_Name /system/LiveCustomerServlet.egain?eglvcmd=CustEntry&entryPoint
Name=Default Entry
Point&eglvepid=1003&departmentid=1002&eglvpartid=1&referer='+refererurl+'&eglvr
efname='+refererName,'',params)
Modify the URL to look like:
('http:// Server_Name /system/LiveCustomerServlet.egain?eglvcmd=CustEntry&entryPoin
tName=Default
EntryPoint&eglvepid=1003&departmentid=1002&eglvpartid=1&referer='+refererurl+'&
eglvrefname='+refererName&fieldname_1=
Name &fieldname_2= EmailID &fieldname_3= Phone-
number
,'',params)
where Name, EmailID, Phone-number are the customer details collected at the time of login to the website.
7. Open the code view of the host web page and add the link code at the appropriate point. You may need to
ask your webmaster to perform this task.