Installing and Configuring Openfire

Technical Note

PegaCHAT™ 7.1

Installing and Configuring OpenFire

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Document: Technical Note for Installing and Configuring Openfire Software Version: PegaCHAT™ 7.1 Updated: November 7, 2013

Tech Note – Installing and Configuring Openfire

Contents

Overview ...... 4 Installing & Configuring Openfire and Fastpath to Work with PegaCHAT ...... 5 Install Openfire and Fastpath Components ...... 5 Install the Smack API jar files ...... 6 Configure Openfire Users ...... 7 Configure a Fastpath Queue ...... 8 Configure the Workgroup Chat Launch Page ...... 9 Install and Configure the Fastpath Webchat Client on Server ...... 11 Test Your Configuration ...... 12

Tech Note – Installing and Configuring Openfire

Overview

This document describes the process of installing the Openfire components necessary to use the PegaCHAT™ feature with CPM 7.1.

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 PegaCHAT. Openfire is an XMPP compatible chat server.

 Fastpath Service Plug-in – provides support for queuing chat requests.

 Fastpath Webchat – provides a way for users to chat with support representatives using a browser-based chat client. It may be deployed as a plug-in on the Openfire server or as a standard web application on a Java 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. This is required only for testing your configuration.

Tech Note – Installing and Configuring Openfire

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 instructions. Refer to the Openfire and Fastpath documentation available from the developer community for more information installing and configuring your environment.

Install Openfire and Fastpath Components 1. Download the following components from the Openfire development community web site (http://www.igniterealtime.org)

 Openfire Chat Server V. 3.8.1

 http://www.igniterealtime.org/downloads/index.jsp

 Fastpath Service Plug-in V. 4.2.0

 http://www.igniterealtime.org/projects/Openfire/plugins.jsp

 Fastpath Webchat V. 4.0.0

 http://www.igniterealtime.org/projects/Openfire/plugins.jsp Note: You may need to install Fastpath Webchat on a Java app server, or find a version of the plugin that works with Openfire 3.8.1.

 Smack Client Library V. 3.2.1

 http://www.igniterealtime.org/downloads/index.jsp 2. Install the Openfire server in your environment according to the instructions provided with the download package.

3. Deploy the Fastpath Service plug-in to your Openfire server environment according to the developer’s instructions.

4. Deploy Fastpath Webchat on an app server or on Openfire.

Tech Note – Installing and Configuring Openfire

Install the Smack API jar files 1. Access the PRPC System (http://hostname:port/prweb/PRServlet) and login using the [email protected] operator (password = install). From the Designer Studio menu, select Application > Distribution > Import.

Follow the on-screen instructions to upload and import the smack.jar and smackx.jar files downloaded from www.igniterealtime.org into the Customer codeset.

Note: If you are upgrading from a previous version of PegaCHAT, you must ensure that the correct version of the Smack libraries are imported. If you have an older version of the Smack libraries, you must import version 3.2.1.

2. Restart your application server.

Tech Note – Installing and Configuring Openfire

Configure Openfire Users 1. Login to Openfire as an administrator using the admin username and password created during the installation.

2. Navigate to Users/Groups. Select Create a New User, fill in the form and select Create User.

3. Repeat this for each user that will need access to PegaCHAT.

Tech Note – Installing and Configuring Openfire

Configure a Fastpath Queue 1. From the Openfire admin portal, navigate to the Fastpath tab and select Create New Workgroup.

2. Name the workgroup and add members to it and select Create Workgroup.

3. The workgroup name should now show up in the list of workgroups when you click the Fastpath tab as shown.

Tech Note – Installing and Configuring Openfire

Configure the Workgroup Chat Launch Page You can create a custom launch page that customers will see when they click the workgroup chat 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:

1. Select the workgroup by selecting its name from Workgroup Summary that displays when the Fastpath tab is selected.

2. Select Form UI from the options. The current UI elements are displayed.

3. Select the ‘Add Field’ button to add new fields

Tech Note – Installing and Configuring Openfire

4. Complete the form and select Update.

5. When you are done creating UI fields, select Save Changes. You may need to restart Openfire before the changes take effect.

Tech Note – Installing and Configuring Openfire

Install and Configure the Fastpath Webchat Client 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.

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.

Tech Note – Installing and Configuring Openfire

Test Your Configuration Test the Openfire, Fastpath and Fastpath Webchat configuration before proceeding to PegaCHAT configuration steps.

1. 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 (V2.6.3) and use that for testing purposes.

2. If you are using Spark, you should see a Fastpath tab on your client.

3. Select it and login to the workgroup you created earlier by selecting it from the dropdown and clicking Join.

4. Now, navigate to the Fast Path Webchat client location configured earlier.

5. Select the icon for the workgroup. If it is working correctly, you should see the launch page configured for the workgroup.

6. 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, as described in the PegaCHAT Implementation Guide. Otherwise, check your steps.

Tech Note – Installing and Configuring Openfire