Applying company specific settings

The Self Service Portal is configured by a combination of XML configuration settings in the Self Service Portal Configuration tool and other configuration information read directly from the settings in the Virtual Agent Administration Console. The configuration information is passed to the Self Service Portal arhome.html page, where it is processed. The appropriate configuration of the interface is then presented to the user based on these configuration settings.

When the eschat.war module is loaded in Apache Tomcat (or your servlet container), it reads into memory the XML settings in the Self Service Portal Configuration tool that are enabled. It also reads certain other settings from the Virtual Agent Administration Console, such as the mode of application (live agent only, virtual agent only, or both virtual and live agents).

When a self-service user opens the Self Service Portal, the arhome.html page requests configuration settings. All settings from the <application_properties> section are sent to the page, including settings about the interface and the information to show on the right side of the portal window. Appended to those settings are other settings from the Virtual Agent Administration Console. When the arhome.html page reads the configuration settings, it simply searches for the first occurrence of the information for which it is looking.

For example, the application status is read from the Virtual Agent Administration Console and passed to the arhome.html page in the <chatapplicationstatus> XML element. This status is appended to the data from the <application_properties> section. To override the values set from the Virtual Agent Administration Console, place this same tag with the values in the <application_properties> section of the Self Service Portal Configuration tool. The arhome.html page then finds the setting in <application_properties> section rather than the tag that was read from the Virtual Agent Administration Console.

The following topics are provided:

• Creating application properties for a specific company
• Changing the company logo
• Passing the company name on the URL
• URL parameters
• Changing the initial customer greeting
• Changing the Self Service Portal logon label