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.
In this step Java 8 is installed on the server.
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The ClientMessenger directory is copied to /home/jtel.
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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 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
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View all computers in the Hazelcast cluster:
execute updatejb.sh
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.
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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:
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Then, the process is installed as a Linux daemon:
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An update script is created for updating the chat server:
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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.
Execute the following commands, on the following machines:
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The following adjustments are made on the haproxy, in case of a http connection for the chat to the outside:
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Then, reload the haproxy with the following command:
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ACD.Chat.Script.Library.URL | https://<load-balancer>:3003/gui/ |
ACD.Chat.Server.Base.URL | wss://<load-balancer>:3003 |
ACD.Chat.Script.Library.URL | https://<load-balancer>:3000/gui/ |
ACD.Chat.Server.Base.URL | ws://<load-balancer>:3000 |
An appropriate agent status for "Chat" - or an existing status - must be configured so that chat is distributed to the agent:
The maximum number of parallel chats per agent must be configured. This value is set to 0 by default for all agents.
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.
The load balancer must be operated with https and a valid certificate. |
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.
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Additional entries are required in the frontend area for the portal:
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The following system parameters must be checked in the portal:
Parameter | Value | Comment |
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ACD.Whatsapp.Server.Base.URL | The URL used by the agent client to allow the agent to reply to messages. This must be resolved from all agent workstations to a valid URL via DNS, and is directed to the chat server via the haproxy. | |
ACD.Whatsapp.Whatsapp.Url | https://jtel-portal:3003 | The URL used by the outside world (WhatsApp users) to download the attachments of the messages. This must be resolved from the Internet to a valid URL via DNS, and is directed to the chat server via the haproxy. |
ACD.Whatsapp.Tyntec.Url | https://api.tyntec.com/chat-api/v2/messages | The URL of the TynTec API for WhatsApp. |
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.
Setting | Value | |
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URL | https://api.tyntec.com/chat-api/v2/applications/default | |
Request Type | PATCH | |
Authorization | apikey Value = the generated API Key from Tyntec | |
Additional Headers | Accept application/problem+json | |
Additional Headers | Content-Type application/json | |
Body |
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The following additional parameters are configured in the Chat Connector: