The CHAT role is used for conducting chat sessions with agents from external websites. 

The chat server is a Java application, which can be installed in parallel on the web servers - with a corresponding RAM extension of about 4 GB per server - or installed on a separate server.

Java 8 Installation

In this step Java 8 is installed on the server. 

yum -y install https://cdn.jtel.de/downloads/java/jdk-8u202-linux-x64.rpm

Installing and Configuring ClientMessenger

ClientMessenger Installation

The ClientMessenger directory is copied to /home/jtel. 

cp -R /home/jtel/shared/JTELCarrierPortal/Utils/Install/ClientMessenger/ /home/jtel/ClientMessenger
chown -R jtel:jtel /home/jtel/ClientMessenger

Hazelcast Cluster Configuration

The configuration of the Hazelcast cluster must be checked. For new installations of Release 3.11 as of April 1, 2018, the entries in hazelcast.xml are available, but not before. 

• On the one hand, the chat server is accepted as a member of the cluster. 

• On the other hand the CHAT buffers and counters are added to the configuration - if not available.

The necessary configuration sections in hazelcast.xml are listed here

	...
 
	<tcp-ip enabled="true">
 		...
		<member>CHATSERVER</member>
	</tcp-ip>

	...

	<ringbuffer name="CHAT">
		<in-memory-format>BINARY</in-memory-format>
		<backup-count>1</backup-count>
		<async-backup-count>0</async-backup-count>
		<time-to-live-seconds>60</time-to-live-seconds>
		<capacity>500</capacity>
	</ringbuffer>
	
	<map name="CHATCOUNTERS">
        <backup-count>0</backup-count>
        <async-backup-count>1</async-backup-count>
        <time-to-live-seconds>600</time-to-live-seconds>
        <eviction-policy>LRU</eviction-policy>
        <max-size policy="PER_NODE">5000</max-size>
	</map>

View all computers in the Hazelcast cluster:

• Role DATA, DB master
  
  • update hazelcast.xml 
  • execute updatepl.sh
• Role TEL
  
  • update hazelcast.xml
  • restart PlatformUDPListener
• Role WEB
  • update hazelcast.xml

  • execute updatejb.sh

• Role CHAT (the system that is being installed!)
  • its best to copy hazelcast.xml 

Install ClientMessenger as a daemon process

If the repositories are located on a Windows machine (this can only affect old installations), the start script /etc/init.d/jtel-clientmessenger must be repaired before, so that CR+LF becomes only LF.

sed -i -e 's/\r//g' /home/jtel/ClientMessenger/init.d/jtel-clientmessenger

The configuration or the start file jtel-clientmessenger may have to be adapted so that the database connection can be established. Here <password> must be replaced with the password for the root user of the database:

...
                        -Dde.jtel.platform.clientmessenger.connection=jdbc:mysql://acd-dbm/JTELWeb?user=root\&password=<password>\&characterEncoding=utf8 \
...

# For jtel portal version >= 3.25
-Dde.jtel.platform.clientmessenger.connection=jdbc:mysql://acd-dbm/JTELWeb?user=root\&password=<password>\&characterEncoding=utf8\&serverTimezone=Europe/Berlin \

Then, the process is installed as a Linux daemon:

cd /home/jtel/
cp /home/jtel/ClientMessenger/init.d/jtel-clientmessenger /etc/init.d/
chmod 755 /etc/init.d/jtel-clientmessenger
chkconfig jtel-clientmessenger on
service jtel-clientmessenger start

Create update script

An update script is created for updating the chat server:

cat <<EOFF>/usr/local/bin/updatesc.sh
#!/bin/bash
service jtel-clientmessenger stop
cp /home/jtel/shared/JTELCarrierPortal/Utils/Install/ClientMessenger/bin/* /home/jtel/ClientMessenger/bin
cp /home/jtel/shared/JTELCarrierPortal/Utils/Install/ClientMessenger/public /home/jtel/ClientMessenger/ -r
 chown -R jtel:jtel /home/jtel/ClientMessenger
service jtel-clientmessenger start
EOFF
chmod +x /usr/local/bin/updatesc.sh

Firewall configuration

Next, the open ports for the chat service must be entered in the firewall and saved persistently. Here you can distinguish whether http (speak unsecure websocket) or https (secure websocket) is used.

Since the load balancer usually decrypts the https, for https only port 3003 needs to be opened to the load balancer.

Firewall configuration http

Execute the following commands, on the following machines:

• On CHAT server (here the chat port and the Hazelcast Cluster ports)
  
  

firewall-cmd --zone=public --add-port=5701-5801/tcp --permanent
firewall-cmd --zone=public --add-port=3000/tcp --permanent
firewall-cmd --reload

• On all LB - with http connection to the outside
  
  

firewall-cmd --zone=public --add-port=3000/tcp --permanent
firewall-cmd --reload

Firewall configuration https

• On all LB - with https connection to the outside
  
  

firewall-cmd --zone=public --add-port=3003/tcp --permanent
firewall-cmd --reload

Firewall Centos 6

service iptables status
iptables -I INPUT 4 -p tcp -m tcp --dport 5701:5801 -j ACCEPT
iptables -I INPUT 4 -p tcp -m tcp --dport 3000:3003 -j ACCEPT
service iptables save
service iptables restart

Load Balancer Configuration

haproxy.cfg Adjustments

For http

The following adjustments are made on the haproxy, in case of a http connection for the chat to the outside:

frontend acdportal_chat_ws
        mode            http
        bind            :3000 
        timeout         client 1d
        default_backend backend_chat_ws

backend backend_chat_ws
        mode            http
        balance         leastconn # roundrobin
        server          chatserver1 <ip_addresse_oder_name>:3000 weight 1 check inter 1m
        server          chatserver2 <ip_addresse_oder_name>:3000 weight 1 check inter 1m

For https

frontend acdportal_chat_wss
        mode            http
        bind            :3003 ssl crt /etc/haproxy/haproxy.pem
        timeout         client 1d
        default_backend backend_chat_ws

backend backend_chat_ws
        mode            http
        balance         leastconn # roundrobin
        server          chatserver1 <ip_addresse_oder_name>:3000 weight 1 check inter 1m
        server          chatserver2 <ip_addresse_oder_name>:3000 weight 1 check inter 1m

Reload Haproxy

Then, reload the haproxy with the following command:

service haproxy reload

Chat Configuration

Parameters (as sysadmin)

For https / wss

For http / ws

Status

An appropriate agent status for "Chat" - or an existing status - must be configured so that chat is distributed to the agent:

Max chats per agent

The maximum number of parallel chats per agent must be configured. This value is set to 0 by default for all agents.

Additional configurations for WhatsApp

In order for What's App to work, further configurations still need to be made.

Note: setting up the WhatsApp business account or connecting to the provider (currently TynTec) is done directly with the provider.

Additional configuration in jtel-clientmessenger

The parameter DATADIR must be checked. This must point to either the /srv/jtel/shared/Data/Clients/ directory if it is hosted directly on the chat server, or /home/jtel/shared/Data/clients/ if the server has mooted the directory.

DATADIR="/home/jtel/shared/Data/clients/"

Additional configurations on the load balancer

Additional entries are required in the frontend area for the portal:

frontend acdportal_https
...
        acl whatsapp_req    path /incoming
        acl whatsapp_req    path /delivery
...
        use_backend     backend_chat_ws if whatsapp_req

Additional parameters

The following system parameters must be checked in the portal:

Customize TynTec API endpoints

It may be necessary to adjust the API endpoints to which the messages are sent. Currently TynTec does not offer the possibility to do this via a web configuration, this must be done via a REST call. The easiest way to do this is to use Postman.

The following parameters are required, both callback URLs are adjusted according to the end point of the system.

Chat Connector Configuration

The following additional parameters are configured in the Chat Connector:

• The check mark Whatsapp is set.
• The TynTec API Key is entered.
• The phone number is entered in E.164 format.
• The language used for automatic Whatsapp responses