Enabling Commerce Service Center Auto-Authentication

  1. You can configure Commerce Service Center to automatically authenticate an agent setting the atg/dynamo/servlet/daf/pipeline/
    AuthenticationServlet.properties     file property enabled parameter to true.

  2. The AuthenticationServlet.properties file also contains the following:

    # Login parameter name
    loginParamName=username

    # caller ID parameter name, this is the user telephone number
    callerIDParamName=UserTelphoneNumber

    # Unique caller ID, this is not the telephone number
    FTCallIDParamName=called

    # Hash parameter name
    hashParamName=hash

    # salt for the hash that's generated
    hashKey=secretKey

    # enable the AuthenticationServlet
    enabled=true

    # enable the FTCallID check
    checkFTCallID=true

  3. A salted hash is generated by your CTI application or by Live Help On Demand and then verified by Click to Call to ensure authenticity. The secret key must be configured identically on both Commerce Service Center and your CTI or Live Help On Demand system. The property secretKeyForHashCompare in the /atg/svc/
    clicktoconnect/C2CTools     file should be set to the value of this key.

    # Key that is included when calculating the has value...
    secretKeyForHashCompare=secretKey

  4. Live Help On Demand agents must be added with an identical login name for both Commerce Service Center and Webcare for automatic authentication. Use the Business Control Center and Webcare to ensure that agent names are the same in both applications.

    Note: If you are not using the Agent Console, set the checkFTCallID property to false in the /localconfig/atg/svc/clicktoconnect/C2CTools file.

  5. Use Webcare to add the agents. Contact your Oracle account representative to set up the secret key value.

  6. Each agent must have access to the Agent Console that is used to route telephone calls on their system.