Customizing Document and URL Push with Live Assist

Customizing Agent Data Push

Live Assist provides a test resource-manager application that works alongside the sample agent-console and the consumer-side sample application.

As the resource-manager application is for testing only, it is not HA.

It is possible to customize the document and links that are pushed from the agent to the clients.

This is done by going to the Resource Manager URL at https://<ip address>:8443/assist-resourcemanager/. From there you can upload documents which can be pushed from the agent to the consumer. You can also upload a links.xml file, which contains the URLs which can be pushed from the agent to the consumer.

 

Customizing Document Push

To customize the list of documents that agents can push to consumers, first go to the Resource Manager at https://<ip address>:8443/assist-resourcemanager/. You should see a page that looks like this:

In the "Resources" section, you will see listed the resources present in the assist-resourcemanager.war file ("static resources"), plus those uploaded to the resource manager, if any. These are the documents that can be pushed from an agent to a consumer. Uploaded ("dynamic") resources are listed with an asterisk next to them. If a static and dynamic resource have the same name, the name is listed with two asterisks next to it.

(You may see the special document "links.xml" listed. This is not a document that can be pushed from an agent to a consumer. Rather, it is a special file containing the list of URLs that can be pushed from an agent to a consumer.)

To make a new document available for pushing from agent to consumer, upload it to the resource manager. To do this, click the "Choose File" button, under where it says "Upload a resource". Select a file to upload from the file selector box. Click the "Upload" button. You should see the file you uploaded appear in the Resources box, with an asterisk next to it.

From this page, you can also create a new resource pack. Packs are separate groups of documents which can be pushed from agent to consumer. To create a new pack, type a name for the new pack into the text box underneath the "Packs" box. Then click the "Create Pack" button. If the pack is created successfully, you will be sent to the page for managing the resources in the pack. You can upload resources to the pack in the same way you upload resources on the main page. Click the up arrow to exit the page for the pack.

To view the resources in an existing pack, select the pack from the main page and click the "Go to Pack" button to the right of the packs list. To go back to the main page, click the up arrow.

Customizing URL Push

In order to customize the list of URLs that agents can push to clients, you need to upload a file named "links.xml" to the Resource Manager. See the above section, "Customizing document push", for instructions on uploading a file to the Resource Manager. The file must be in the correct format. Here is an example links.xml file:

 

<?xml version="1.0" encoding="UTF-8"?>

<links>

    <link url="/assistsample/index.html" text="CaféX Information Portal: Information"/>

    <link url="/assistsample/support.html" text="CaféX Information Portal: Support"/>

    <link url="http://www.google.com/" text="Google Search"/>

</links>

 

The first line of the above file should be used verbatim. The second line, the "<links>" tag, should also appear as in the above example. Then, each URL should have a "<link>" tag, with a "url" attribute containing the relative or absolute URL, and a "text" attribute containing the text to display in the button used for pushing the link. Finally, the last line of the file should be preserved, as the "<links>" tag needs to be closed.

A links.xml file can be uploaded to any pack, and will be used when that pack is specified in the "pack=" parameter in the agent console URL. Or, a links.xml file can be uploaded to the main resources list outside of any pack, and that will be used when no pack is specified in the agent console URL.

 

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