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Tech Note: Integrating CPM with Other PRPC Applications

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Tech Note: Integrating CPM with Other PRPC Applications Technical Note Installing and Configuring OpenFire for PegaCHAT™ 18 December 2009 Copyright 2009 Pegasystems Inc., Cambridge, MA All rights reserved. This document and the software describe products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. This information should not be disclosed to third parties without the prior written consent of Pegasystems Inc. This document and the software are protected by federal copyright law, international laws and/or applicable treaties. This document is current as of the date of publication only. Changes in the document may be made from time to time at Pegasystems’ discretion. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services provided. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems services consultant. Other brand or product names are trademarks or registered trademarks of their respective holders. This document is the property of: Pegasystems Inc. 101 Main Street Cambridge, MA 02142-1590 (617) 374-9600, fax: (617) 374-9620 www.pega.com Contents Introduction .......................................................................................................... 1 Installing & Configuring OpenFire and FastPath to Work with PegaCHAT . 2 1. Install OpenFire and FastPath Components ........................................ 2 2. Configure an OpenFire User ................................................................ 3 3. Configure a FastPath Queue ............................................................... 4 4. Configure the Workgroup Launch Page ............................................... 5 5. Install and Configure the FastPath WebChat Cient on Server ............ 7 6. Test Your Configuration ....................................................................... 8 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT Installing & Configuring OpenFire for PegaCHAT™ Introduction This document describes the process of installing the OpenFire components necessary to use the PegaCHAT™ feature, which is available as part of CPM™ 6.1 SP1. This sample implementation depends on several open source components to function: • OpenFire Chat Server – an open source application that acts as the chat server for Expert Chat. OpenFire is an XMPP compatible chat server. • FastPath Service Plug-in – provides support for managed queued chat requests. • FastPath WebChat – provide a way for users to beginning chatting with support agents. It works both as a server plug-in and a standard web application file that can be deployed into any application server. • Smack API – Smack is an Open Source XMPP (Jabber) client library for instant messaging and presence • Spark or any IM client compatible with the OpenFire chat server. CONFIDENTIAL 1 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT Installing & Configuring OpenFire and FastPath to Work with PegaCHAT The following steps are meant as a general guide for configuring OpenFire to work with PegaCHAT and are not intended to provide detailed installation or configuration instruction of the OpenFire environment. Refer to the OpenFire and FastPath documentation available from the developer community for more information installing and configuring this component. 1. Install OpenFire and FastPath Components a. Download the following components from the OpenFire development community web site (http://www.igniterealtime.org) OpenFire Chat Server V3.6.4 http://www.igniterealtime.org/downloads/index.jsp FastPath Service Plug-in V4.1.0 http://www.igniterealtime.org/projects/openfire/plugins.jsp FastPath WebChat V4.0.0 http://www.igniterealtime.org/projects/openfire/plugins.jsp Smack Client Library V3.1.0 http://www.igniterealtime.org/downloads/index.jsp b. Install the OpenFire server in your environment according to the instructions provided with the download package. c. Deploy the FastPath plug-in to your OpenFire server environment according to the developer’s instructions. d. Install Smack.jar and Smackx.jar to your PRPC environment in the prweb\WEB- INF\lib\pega\ folder. CONFIDENTIAL 2 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT 2. Configure an OpenFire User a. Login to OpenFire as an administrator using the admin username and password created during the installation. b. Navigate to Users/Groups, select Create a New User, fill in the form (Figure 1) and select Create User. Repeat this for any users that will need access to PegaCHAT. Figure 1 – OpenFire Create New User CONFIDENTIAL 3 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT 3. Configure a FastPath Queue a. From the OpenFire admin portal, navigate to the Fastpath tab and select Create New Workgroup (Figure 2). b. Name the workgroup and add members to it and select Create Workgroup. Figure 2 – OpenFire Create Workgroup The workgroup name should now show up in the list of workgroups when you click the FastPath tab as shown in Figure 3. Figure 3 – OpenFire Workgroup Summary CONFIDENTIAL 4 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT 4. Configure the Workgroup Launch Page You can create a custom launch page that customers will see when they click the workgroup icon on a web page. The launch page is used to collect information from the customer and pass it to PegaCHAT and the CSR. NOTE: At a minimum, you must configure at least one field with a variable name of username. The CPM sample application (MyCoCA) will recognize the following variable names and display them in the screen pop as well as use them to skip the interaction account search, contact search and verification flow actions: - Account - ContactId - Verified - ProblemType To configure the launch page UI: a. Select the workgroup by selecting its name from Workgroup Summary that displays when the FastPath tab is selected. b. Select Form UI from the options. The current UI elements are displayed (Figure 4.) Figure 4 – OpenFire Form UI c. Select the ‘Add Field’ button to add new fields CONFIDENTIAL 5 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT d. Complete the form and select Update (Figure 5). Figure 5 – OpenFire Form UI Edit Form Element e. When you are done creating UI fields, select Save Changes (Figure 6). You may need to restart OpenFire before the changes take effect. Figure 6 – OpenFire Save Workgroup CONFIDENTIAL 6 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT 5. Install and Configure the FastPath WebChat Cient on Server Deploy FastPath WebChat to the web application server from which customers will need to access it according to the developer’s directions. Note: For initial testing purposes, you can deploy this to your PRPC server in the ‘webapps’ directory (..webapps/Webchat/) Once WebChat is installed and at least one Workgroup has been configured in FastPath, deploy the link to your workgroup by inserting the HTML Snippet from the Text options page in the Workgroup Settings (Figure 7). Figure 7 – OpenFire HTML Code If you deployed WebChat to your PRPC server for testing purposes (as described above), navigate to the WebChat link by entering the following URL into your browser: http://servername:port/WebChat You should see the default icon for the workgroup you created. CONFIDENTIAL 7 INSTALLING AND CONFIGURING OPENFIRE FOR PEGACHAT 6. Test Your Configuration Test the OpenFire/FastPath and FastPath Webchat configuration before proceeding to PegaCHAT configuration steps. a. Login to OpenFire as one of the created users with a compatible desktop client. For testing purposes, it is recommended that you download and install the Spark client (V2.5.8) and use that for testing purposes. b. If you are using Spark, you should see a FastPath tab on your client (Figure 8). Figure 8 – Test Configuration c. Select it and login to the workgroup you created earlier by selecting it from the dropdown and clicking Join (Fgiure 9). Figure 9 – Join Workgroup d. Now, navigate to the Fast Path WebChat client location configured in Step 5. e. Select the icon for the workgroup. If it is working correctly, you should see the launch page configured for the workgroup. f. Fill in the launch page fields and click Start Chat. The chat request should be routed to the Spark client session and the user should see a pop-up alert. If the user accepts the chat session, the FastPath WebChat customer and Spark user can carry on a chat session. If this is successful, proceed to configuring PegaCHAT, otherwise, recheck your steps. CONFIDENTIAL 8 .
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