Interaction Mobilizer

Transcription

1 Interaction Mobilizer Installation and Configuration Guide Interactive Intelligence Customer Interaction Center (CIC ) Version 4.0 Last updated October 16, 2013 Abstract Interaction Mobilizer enables connections between the customer s mobile device or computer, the Customer Interaction Center (CIC), and third-party data sources. This document describes the Interaction Mobilizer system architecture and how to set up and configure the components required to use Mobilizer in a production environment. Interactive Intelligence, Inc Interactive Way Indianapolis, Indiana Telephone/Fax (317)

2 Copyright and Trademark Information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, ION, icnotify, Interaction Mobile Office, Interaction Optimizer, Insurance Content Management, and the Spirograph logo design are registered trademarks of Interactive Intelligence, Inc. Interaction Center Platform, Interaction Monitor, Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, Interaction Voic Player, Interactive Update, Interaction Supervisor, Interaction Migrator, Interaction Melder, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. e-faq and Interaction Director are registered trademarks of Interactive Intelligence, Inc. e-faq Knowledge Manager, Interaction FAQ, and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interactive Intelligence Live Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. INTERACTION MEDIA SERVER IS A TRADEMARK OF INTERACTIVE INTELLIGENCE, INC. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Message Indicator, Interaction Feedback, Interaction Process Automation, and Interaction SIP Station are trademarks of Interactive Intelligence, Inc. Deliberately Innovative is a registered trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence Inc. All rights reserved. Interaction Web Portal, Interaction Analyzer, IPA, Latitude Software & Design are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence Inc. All rights reserved. Spotability is a trademark of Interactive Intelligence, Inc All rights reserved. Interaction Mobilizer is a trademark of Interactive Intelligence, Inc All rights reserved. The verypdf product is verypdf, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies. DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILIT UNDER WARRANT, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF AN INTERACTIVE SOFTWARE B INTERACTIVE, CUSTOMER OR AN THIRD PART EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED B INTERACTIVE. Interactive Intelligence, Inc Interactive Way Indianapolis, Indiana Telephone/Fax (317) Interaction Mobilizer Installation and Configuration Guide 2

3 Table of Contents Foreword... 5 Audience... 5 Prerequisites... 5 Hardware Prerequisites... 5 Software Prerequisites... 5 Related Documents... 5 Links... 5 Introduction to Interaction Mobilizer... 6 Inventory... 6 What is Included with Interaction Mobilizer... 6 What is Not Included with Interaction Mobilizer... 6 Supported Mobile Application Access Options... 7 Interaction Mobilizer Administrative Dashboard... 7 Installation and Configuration Checklists... 7 Setting up a Development Environment... 7 Setting up a Testing Environment... 7 Setting up a Production Environment... 7 Configuring and Integrating Interaction Mobilizer... 7 Chapter 1: Deploying Interaction Mobilizer... 8 Interaction Mobilizer System Architecture... 8 Development Environment... 9 Testing Environment Setting up the Testing Environment Production Environment Setting up the Production Environment Setting Up Microsoft Deployment Packages Setting Up the Front-end Server Setting up the MongoDB Replication Set Setting up the Mobilizer Application Server Installing Interaction Mobilizer on the Application Server Setting up the SQL Database Server Setting up the SQL Server Setting up the Oracle Server Preparing the SQL Database Configuring the SQL Database Connection Installing the SQL Objects Installing the Front-end Servers Configuring.NET Internet Information Server Handlers Installing the Administrative Dashboard Verifying Installation Setting up an Administrative or Development Workstation Installing Chat for Mobilizer Applications Installing and Configuring the XMPP Server Software Configuring Chat Administrative Settings Deploying Applications Editing the ngslib File Preparing to Publish Applications for Android via Google Play Preparing to Publish Applications for Apple ios via itunes Chapter 2: Integrating and Configuring Interaction Mobilizer Configuring Interaction Mobilizer using the Dashboard System Settings Debugging Licensing Interaction Mobilizer Installation and Configuration Guide 3

4 About Interaction Mobilizer Configuring Microsoft Internet Information Services (IIS) Integrating Interaction Mobilizer with Interaction Center (IC) Setting up the Integration Server Data Handler Tables Interaction Mobilizer Installation and Configuration Guide 4

5 Foreword Interaction Mobilizer gives mobile customers improved access to your organization s contact center. Mobilizer provides an application development platform that you can use to develop mobile solutions, and the infrastructure they need publish applications and integrate them with Customer Interaction Center (CIC). ou must install Interaction Mobilizer independently from the Interaction Center (IC) Server installation. Audience Read this document if you are responsible for installing and configuring Interaction Mobilizer hardware and software, installing or configuring Mobilizer databases, or integrating Mobilizer with Customer Interaction Center. Prerequisites ou need an active Interaction Mobilizer license and the installation package, available from the Interactive Intelligence Professional Services Organization (PSO). Hardware Prerequisites To implement Interaction Mobilizer, you need at least two physical servers that can host at least one instance of Microsoft Windows 2008 R2 and up to four virtual machines. Mobilizer requires the following physical or virtual machines: Front-end Server Mongo DB Server Mobilizer Application Server Mobilizer Integration Server Software Prerequisites To implement Interaction Mobilizer, you need the following software: Microsoft Internet Information Server (IIS) Microsoft Web Platform Installer Microsoft Windows Server 2008 R2 Microsoft SQL Server Oracle 11gR2 database client MongoDB Python 2.7 PyMongo 1.9+ Related Documents The following documents include important information about using Interaction Mobilizer: Interaction Mobilizer Developer Guide Interaction Web Tools Technical Reference Interaction Web Tools Developer's Guide Links For an overview of Interaction Mobilizer, see Interaction Mobilizer Installation and Configuration Guide 5

6 Introduction to Interaction Mobilizer Interaction Mobilizer enables seamless connections between a call center customer with a mobile device or computer, and call center agents via Customer Interaction Center (CIC) and third-party data sources. Interaction Mobilizer (or just Mobilizer) is a set of web services and an application development platform that enable you to create mobile applications and integrate them with a CIC. These Mobilizer-based applications provide a better call center experience by connecting customers more conveniently and directly with your organization s contact center personnel and data. Use the Interaction Mobilizer development platform to develop, test, and implement mobile applications. Developing your own applications enables you to provide the better customer service to your customers. ou can include the functions required by your customers and brand the applications according to your organization s standards. Inventory Because Interaction Mobilizer is a development environment, it includes software required to develop Mobilizer applications. It does not include all the software and hardware required to use the product. What is Included with Interaction Mobilizer The following items are included with an Interaction Mobilizer license: Mobilizer application server software MobilizerServer.msi installation file. Mobilizer ngs-dbinstall.exe database installation utility. Mobilizer administrative dashboard mobilizer_admin.zip package. A Microsoft Windows PowerShell software module specialized for Mobilizer. Mobilizer software that processes mobile application requests through the front-end server and application server. What is Not Included with Interaction Mobilizer Interaction Mobilizer does not include any hardware. The following required items are not included with an Interaction Mobilizer license: Mobilizer integration service. ou must develop an integration service that connects mobile applications with your corporate systems. An out-of-the-box mobile application. Open source software, shareware, or freeware including: o MongoDB o Python 2.7 o PyMongo 1.9+ Commercial software, including: o Microsoft Internet Information Server (IIS) o Microsoft Web Platform Installer o Microsoft Windows Server 2008 R2 o Microsoft SQL Server o Oracle 11gR2 database client Interactive Intelligence Customer Interaction Center (CIC). The following optional items are not included with an Interaction Mobilizer license: MongoDB Monitoring Service (MMS) Corporate back-end systems. Enterprise resource management (ERM) software. Cloud-based software or services. Interaction Mobilizer Installation and Configuration Guide 6

7 Supported Mobile Application Access Options Interaction Mobilizer supports customer access to applications using the following methods: ios on the iphone Android on phones Interaction Mobilizer Administrative Dashboard Interaction Mobilizer includes a browser-based dashboard to help you administer and configure the product. For more information about installing the Mobilizer dashboard, see Installing the Administrative Dashboard. For more information about using the dashboard, see Configuring Interaction Mobilizer using the Dashboard. Installation and Configuration Checklists Complete the following checklists when setting up development, testing, and production environments. Setting up a Development Environment Set up a development workstation as described in Setting up an Administrative or Development Workstation. Setting up a Testing Environment Set up at least two testing workstations as described in Setting up an Administrative or Development Workstation. Setting up a Production Environment Set up production workstations as described in Setting up an Administrative or Development Workstation. Install Interaction Mobilizer as described Installing Interaction Mobilizer on the Application Server. Set up the database server as described in Setting up the SQL Database Server. Prepare the SQL objects as described in Installing the SQL Objects. Install the front-end server software as described in Installing the Front-end Servers. Set up the Mobilizer dashboard as described in Installing the Administrative Dashboard. Set up a production virtual machine network as described in Setting up a Production Environment. Configuring and Integrating Interaction Mobilizer Complete the configuration tasks for development, testing, and production environments as needed. Configure the Mobilizer environments as described in Configuring Interaction Mobilizer using the Dashboard. Set up Internet Information Services as described in Configuring Microsoft Internet Information Services (IIS). Integrate Mobilizer with IC as described in Integrating Interaction Mobilizer with Interaction Center (IC). Interaction Mobilizer Installation and Configuration Guide 7

8 Chapter 1: Deploying Interaction Mobilizer ou can deploy Interaction Mobilizer with a number of different front-end features and back-end configurations. Interaction Mobilizer System Architecture Mobilizer integrates with the existing Customer Interaction Center (CIC), back-end corporate systems including CRMs, and cloud-based services. To help you develop mobile applications, Mobilizer includes a Mobilizer-specific language (MSL). ou can use MSL built-in functions to connect customers to the Mobilizer database and the Mobilizer integration service. 1. Customer-branded mobile presence ou can develop Interaction Mobilizer applications for iphones and Android phones. 2. Interaction Mobilizer front-end servers (Microsoft IIS) Deliver configuration data to front-end applications. Front-end servers are load balanced, with no server affinity. 3. Interaction Mobilizer database Mobilizer uses a scalable, high-performance database for temporary storage of application and tracking data. 4. Interaction Mobilizer application server Hosts the Mobilizer application. 5. Customer Interaction Center (CIC) Interaction Mobilizer uses existing CIC functions to queue up interactions, get status, and interact with the contact center. 6. Interaction Mobilizer integration service Provides data and interface functions between Mobilizer applications and back-end and cloud-based systems. 7. Corporate back-end systems Interaction Mobilizer can communicate with product catalogs, ticketing systems, databases, and other sources and destinations of data for mobile applications. 8. Resource management systems Interaction Mobilizer can integrate with the Microsoft Corporate Resource Management (CRM) system and other resource management systems. 9. Cloud-based services Resources hosted in the cloud such as Salesforce.com can be sources or destinations of data for mobile applications. Interaction Mobilizer Installation and Configuration Guide 8

9 Development Environment ou can host the Interaction Mobilizer development environment on a single server using a virtual machine. A. Single physical computer with four development virtual machines 1. Interaction Mobilizer front-end server. 2. Interaction Mobilizer database. 3. Interaction Mobilizer application server. 4. Interaction Mobilizer integration service. Interaction Mobilizer Installation and Configuration Guide 9

10 Testing Environment ou can create an Interaction Mobilizer acceptance testing environment using as few as two physical machines: one web server and a one testing server hosting virtual machines for a database server, application server, and integration service. Make sure that the final testing environment is as close as possible to the actual production environment. 1. Customer-branded mobile application. A. Single computer with a web server virtual machine 2. Interaction Mobilizer front-end servers, load balanced with no server affinity. B. Single computer with multiple testing server virtual machines 3. Interaction Mobilizer database. 4. Interaction Mobilizer application server. 5. Interaction Mobilizer integration service. Setting up the Testing Environment Make sure the testing environment mirrors the production environment as closely as possible. The testing environment can use fewer servers to host the virtual machines because backup servers are not as critical in the testing environment. The testing environment does not include any backup or failover capabilities, but you can deploy this configuration as a basic fully functional production environment. Interaction Mobilizer Installation and Configuration Guide 10

11 Production Environment The minimum Interaction Mobilizer production environment requires two front-end servers, two MongoDB replication instances and a MongoDB arbiter, an application server, two or more Customer Interaction Center servers, and two integration service instances. To avoid degraded performance, do not host the Mobilizer application server and the integration service on the same physical machine. 1. Customer-branded mobile application. 2. Interaction Mobilizer front-end servers (N plus one), load balanced with no server affinity. 3. Interaction Mobilizer database (N plus one). 4. Interaction Mobilizer application server. 5. Customer Interaction Center (CIC). 6. Interaction Mobilizer integration service. Setting up the Production Environment To implement an Interaction Mobilizer production environment, use a minimum of five servers. Each server instance can be virtualized. None of the N plus one servers (front-end server and MongoDB replication server) can reside on the same machine. Interaction Mobilizer front-end server (N plus one) with your choice of load balancing. MongoDB replication server (N plus one) using MongoDB replication set technology. Mobilizer Application Server (one) this server hosts: - Interaction Mobilizer server - MongoDB Monitoring Tools (MMC) - MongoDB Arbiter if necessary SQL server, which can be clustered. This instance stores reporting data. Customer Interaction Center (CIC) servers with Interaction Web Tools: CIC 4.0 SU1 and the latest Engineering Special (ES) release. Interaction Mobilizer Installation and Configuration Guide 11

12 Setting Up Microsoft Deployment Packages Microsoft Deployment Toolkit is the base layer in a hierarchy of tools that provide a consistent application installation and management environment for the front-end servers. Mobilizer employs Microsoft Deployment Packages on the front-end servers and application servers. Interaction Mobilizer requires the Microsoft Deployment Toolkit. For more information, see Setting Up the Front-end Server The Interaction Mobilizer front-end server connects client applications with the contact center and with relevant business systems. 1. Install Microsoft Windows Server 2008 R2 Standard. For more information, see This package requires Microsoft.NET Framework 3.5 SP1, available from Server Manager > Features. 2. Add the Web Server (IIS) role. For more information, see 3. Install Microsoft Web Platform Installer version 4.0 from 4. Log in as an administrator and open a command window. Run the following command: "C:\Program Files\Microsoft\Web Platform Installer\webpicmd.exe" /Install /Products:IIS7,MVC3,WDeploy_2_1,NETFramework4,StaticContent,DefaultDocument,ASP NET,NETExtensibility,BasicAuthentication,WindowsAuthentication,DigestAuthentica tion,urlauthorization,requestfiltering,ipsecurity,staticcontentcompression,dyna miccontentcompression,powershell2 /AcceptEula 5. Optional: Open the Microsoft Web Platform Installer and that verify the following products are installed: Internet Information Services (IIS) 7 Recommended Configuration ASP.NET MVC 3 (Visual Studio 2010) Web Deployment Tool 2.1 Microsoft.NET Framework 4 IIS: Static Content IIS: Default Document IIS: ASP.NET IIS:.NET Extensibility IIS: Basic Authentication IIS: Windows Authentication IIS: Digest Authentication IIS: URL Authorization IIS: Request Filtering IIS: IP and Domain Restrictions IIS: Static Content Compression IIS: Dynamic Content Compression Windows PowerShell 2.0 Interaction Mobilizer Installation and Configuration Guide 12

13 Setting up the MongoDB Replication Set Interaction Mobilizer employs an open source database called MongoDB. To implement Mobilizer, download and install the version of MongoDB on the replication server. 1. Download the latest version of MongoDB from 2. Follow the Quickstart Guide for installation instructions at 3. After creating all MongoDB servers, configure a replication set as described at The connection string format for a replica set is: mongodb://server1:port,server2:port/database-name For more information about MongoDB connections, see Note: MongoDB parameters are case-sensitive. Server1 is not the same as server1. Setting up the Mobilizer Application Server This section describes how to set up the Interaction Mobilizer and application server for development, testing, and production environments. 1. Install Microsoft Windows Server 2008 R2 Standard. For more information, see 2. After installing Microsoft Windows Server, add the Web Server (IIS) role and install using the default settings. For more information, see 3. Install Microsoft Web Platform Installer version 4.0 from 4. OPTIONAL: Sign up for the free MongoDB monitoring service at Use a monitoring service to help maintain a highly available Mobilizer system. a. Install Python 2.7 and PyMongo The latest 2.7.x python download (MSI installer for windows) is available from The latest 1.9.x PyMongo is available from b. Install the MMS agent monitoring service, as described in the MMS install instructions at Installing Interaction Mobilizer on the Application Server This section describes how to install Interaction Mobilizer and supporting software for development, testing, and production environments. 1. Run the MobilizerServer.msi installation file on the Mobilizer application server. Running the MobilizerServer.msi installation file completes the following tasks: - Installs the Interaction Mobilizer Server windows service and starts the service on the application server. - Installs the mobilizer_config.exe command-line interface executable to run the Windows PowerShell modules. - Creates the file share \\server\mobilizer_files containing the MS Deploy package zip files for the front-end servers (mobilizer_frontend.zip) and the administrative interface (mobilizer_admin.zip). - Creates the file share \\server\mobilizer_modules containing the Windows PowerShell module for interacting with Mobilizer. To install the Windows PowerShell module on another computer or virtual server, copy and paste the folder InteractionMobilizer and all contents. Interaction Mobilizer Installation and Configuration Guide 13

14 2. The installation process prompts you to provide the required MongoDB connection strings for both application and statistics. Note: Make sure the MongoDB strings for the front end server and administration server are the same so that the front end server can access license information. Setting up the SQL Database Server Install the Interaction Mobilizer server before setting up the SQL database. ou can install the Interaction Mobilizer SQL database and related objects including tables, indexes, constraints, and stored procedures in either a stand-alone database, or in a CIC database. Installing Mobilizer Server also installs a database installation executable file called ngs-dbinstall.exe which automates the SQL database setup. Mobilizer supports Microsoft SQL Server 2008 R2 and Oracle 11gR2 databases. These are the only supported databases and versions. Setting up the SQL Server 1. If the target database does not exist, create an empty database. 2. Make sure that the SQL Server Native Client 10.0 ODBC driver is installed on the Mobilizer server. If the Mobilizer server operating system is Windows 7 or Windows Server 2008 or later, the native client is typically pre-installed. To check for the SQL Server Native Client 10.0, run Administrative Tools > Data Sources (ODBC) and click the Drivers tab. If SQL Server Native Client 10.0 is not installed, download and run the installer from in the Microsoft SQL Server 2008 Native Client section. Setting up the Oracle Server 1. If the target database does not exist, implement one of two database configurations: - Create the database with a physical partition for the Mobilizer data by configuring a data tablespace and an index tablespace. OR - Create the database without a physical partition for the Mobilizer data by configuring the USERS tablespace for both data and index storage. 2. Make sure that the latest version of the Oracle 11gR2 client software ( ) is installed on the Mobilizer server. For more information, see Interaction Mobilizer Installation and Configuration Guide 14

15 Preparing the SQL Database Before running the ngs-dbinstall.exe database installation utility, make sure that you have the following information: SQL Server The SQL server machine name or IP address. The TCP/IP port configured for listening on the SQL Server. If using the default of 1433, you do not need to supply it when configuring the database connection later in this section. If a named instance is being used, provide the name. The ODBC driver type and version. The default value is SQL Server Native Client Oracle The Oracle server machine name or IP address. The TCP/IP port configured for listening on the Oracle server. If using the default of 1521, you do not need to supply it when configuring the database connection later in this section. The Oracle service name from the instance where you are installing the database. The data and index tablespace names where you plan to store data. The ODBC driver type and version. This name appears in the Name column of the Drivers tab of the Administrative Tools > Data Sources (ODBC) dialog. The naming convention is usually similar to Oracle in OraClient11g_homeN, where N is the incremental number of the driver, typically 1. User Roles For both SQL Server and Oracle databases, provide information for the three types of database user roles. If the Mobilizer database is being installed on top of a CIC database, the three database user types must be the same as the roles used by Interaction Center. Administrator username and password The administrator owns the Mobilizer database objects and can create, change, and delete any table, index, constraints, stored procedures, and so on. The administrator can also read and write data in the tables. For SQL Server, the administrator is usually named I3_IC. Standard username and password The standard user can read and write data in the Mobilizer tables. The standard user cannot create, change, or delete any tables, indexes, constraints, stored procedures, and so on. The standard user is usually named IC_User. Read-only username and password The read-only user can only read data in the Mobilizer tables. The read-only user is usually named IC_Readonly. Configuring the SQL Database Connection The ngs-dbinstall.exe utility performs two functions: Configures the SQL database connection information by writing it to the mobilizer.config file in the Interaction Mobilizer server installation directory. Runs scripts that create the database users, set up permissions, and create the database objects. To configure the SQL database connection, open a command window, change directory (cd) to the Mobilizer Server installation directory, and run the command: ngs-dbinstall <options> The installation options depend upon which type of database you are installing. When you run the utility, it modifies the mobilizer.config file. ou can run the utility more than once to reconfigure the SQL database connection information. ou can also manually edit the mobilizer.config file to change the SQL database connection information. If you change passwords, run the ngs-dbinstall.exe utility to encrypt the new password. If you reconfigure the SQL database connection information, restart the Windows Mobilizer Server service to implement changes to the configuration file. Interaction Mobilizer Installation and Configuration Guide 15

16 SQL Server Configuration Options Option Required Description --dbtype sqlserver Sets the database type to SQL Server. --dbserver <server name> --dbport <database port> --dbname <database name> --dbinstance <instance name> --odbcdriver <odbc driver name> --sysuser <database admin user name> --syspw <database admin user password> --adminuser <mobilizer database admin user name> --adminpw <mobilizer database admin user password> --user <database admin user name> --pw <database admin user password> --rduser <database admin user name> --rdpw <database admin user password> N N Sets the SQL Server machine name. This value can be either the machine name or the IP address. Sets the SQL Server listener port. If not specified, this optional parameter defaults to Unless the SQL Server installation is configured to use an alternate port, do not provide a value for this option. This option is rarely used because it is unusual for SQL Servers to use an alternate port. Sets the logical database name in the SQL Server for storing Mobilizer data. Sets the SQL Server instance. If the SQL Server database is not set up with named instances, you do not need to enter a value for this parameter. Sets the name of the ODBC driver. The default value is SQL Server Native Client Do not change this value unless you need to use a different ODBC driver. Sets the user name of the database administrator, typically sa. Sets the password of the database administrator. Sets the user name of the mobilizer database admin user. This database user has full privileges over all the Mobilizer database objects (tables, indexes, stored procedures, and so on). If the Mobilizer database is being installed in the same logical database as an IC database, the admin user name should be the same as the IC database admin user name. The IC database admin user is typically named IC_Admin for SQL Server installations. Sets the password of the Mobilizer database admin user. Sets the user name of the database standard user. This database user has privileges to read and write data to the Mobilizer tables, but not to create, delete, or update the structure of any Mobilizer database objects (tables, indexes, and stored procedures). If the Mobilizer database is being installed in the same logical database as an IC database, the standard user should be the same as the IC database standard user. The IC database standard user is typically named IC_User for SQL Server installations. Sets the password of the database standard user. Sets the user name of the database read-only user. This database user has privileges to only read data from the Mobilizer tables. This user cannot create, delete, or update the structure of any mobilizer database objects (tables, indexes, stored procedures, and so on). If the Mobilizer database is being installed in the same logical database as an IC database, the read-only user should be the same as the IC database read-only user. The IC database read-only user is typically named IC_Readonly for SQL Server installations. Sets the password of the database read-only user. Interaction Mobilizer Installation and Configuration Guide 16

17 For example, if the SQL Server runs on machine sql2008, Mobilizer data must be shared with a CIC database named I3_IC, the database administrator is IC_Admin, the database standard user is IC_User, the database read-only user is IC_Readonly, the system administrator is sa, and all passwords are i3, the command-line entry is: ngs-dbinstall --dbtype sqlserver --dbserver sql dbname I3_IC --odbcdriver "SQL Server Native Client 10.0" --adminuser IC_Admin --adminpw i3 --user IC_User --pw i3 --rduser IC_Readonly --rdpw i3 --sysuser sa --syspw i3 Oracle Configuration Options Option Required Description --dbtype oracle Sets the database type to Oracle. --dbserver <server name> --dbport <database port> --dbinstance <instance name> --datatblspc <table data tablespace name> --indxtblspc <index data tablespace name> --odbcdriver <odbc driver name> --sysuser <database admin user name> --syspw <database admin user password> --adminuser <mobilizer database admin user name> --adminpw <mobilizer database admin user password> --user <mobilizer database user name> N Sets the Oracle machine name. This value can be either the machine name or IP address. Sets the Oracle listener port. If not specified, the default value for this optional parameter Unless the Oracle installation is configured to use an alternate port, do not set this option. Oracle databases do not typically use an alternate port, so this option is rarely used. Sets the Oracle service name. Sets the tablespace name for the Mobilizer table data. Sets the tablespace name for the Mobilizer index data. Sets the name of the ODBC driver. Sets the user name of the Oracle database admin user, typically system. Sets the password of the database admin user. Sets the user name of the Mobilizer database admin user. This database user has full privileges over all the Mobilizer database objects (tables, indexes, stored procedures). If you are installing the Mobilizer database in the same logical database as an IC database, the admin user name should be the same as the IC database admin user. The IC database admin user is typically named IC_Admin for Oracle installations. Oracle installations require this user to be the schema owner of the Mobilizer (and possibly IC) database schema, which contain the database objects. Sets the password of the Mobilizer database admin user. Sets the user name of the mobilizer database standard user. This database user has privileges to read and write data to the Mobilizer tables, but not to create, delete, or update the structure of any mobilizer database objects (tables, indexes, and stored procedures). If you are installing the Mobilizer database in the same logical database as an IC database, the standard user name should be the same as the IC database standard user name. The IC database standard user is typically named IC_User for Oracle installations. Interaction Mobilizer Installation and Configuration Guide 17

18 Option Required Description --pw <mobilizer database user password> --rduser <database readonly user name> --rdpw <database admin read-only password> Sets the password of the Mobilizer database standard user. Sets the user name of the database read-only user. This database user has privileges to only read data from the Mobilizer tables. This user cannot create, delete, or update the structure of any Mobilizer database objects (tables, indexes, stored procedures). If you are installing the Mobilizer database in the same logical database as an IC database, the read-only user name should be the same as the IC database read-only user name. The IC database read-only user is typically named IC_Readonly for Oracle installations. Sets the password of the database read-only user. For example, if the Oracle server runs on machine ora11g, the service name of the new Oracle instance is I3, the Mobilizer data must be shared with a CIC database using data tablespace IC40_DATA and index tablespace IC40_INDX, the Oracle ODBC driver is named Oracle in OraHome1, the database administrator is IC_Admin, the database standard user is IC_User, the database read-only user is IC_Readonly, the system administrator is system, and all passwords are i3, the command-line entry is: ngs-dbinstall --dbtype oracle --dbserver ora11g --dbinstance I3 --datatblspc IC40_DATA --indxtblspc IC40_INDX --odbcdriver "Oracle in OraHome1" --adminuser IC_Admin --adminpw i3 --user IC_User --pw i3 --rduser IC_Readonly --rdpw i3 --sysuser system --syspw i3 Installing the SQL Objects Once the SQL database connection information is set up, you need to create the database objects. The ngs-dbinstall.exe utility runs database scripts that create the required users, roles, and permissions; then creates the Mobilizer SQL tables, indexes, constraints, and stored procedures. To install the database objects, open a command window, change directory (cd) to the Mobilizer Server installation directory, and run the command: ngs-dbinstall -r Installing the Front-end Servers This section describes how to install Interaction Mobilizer front-end software on the front-end server. 1. Log on to a front-end server. 2. Start Microsoft Internet Information Server (IIS). 3. Create an Application Pool as described at a. In the Name text box, enter a unique name such as InteractionMobilizer. b. Set the.net Framework version to 4.x. c. Set the Managed pipeline mode to Integrated. d. Click OK to save the changes and close the window. Interaction Mobilizer Installation and Configuration Guide 18

19 4. Right-click on the name of the new application pool and click Advanced Settings. Change the following settings. a. Set the General >.NET Framework Version to v4.0. b. Set the General > Enable 32-Bit Applications to True. c. Set the Process Model > Idle Time-out (minutes) to 0. d. Accept the default settings for all other values. e. Click OK to save the changes and close the window. 5. Right-click on the website name. The default name is Default Web Site. Click Deploy > Import Application. 6. Select the \\server\mobilizer_files\mobilizer_frontend.zip package file. 7. Accept the default values until the Enter Application Package Information window displays. This window includes prompts for parameters such as Application Path and Connection String. 8. Enter parameters appropriate for your environment. a. Select the application for the URL published to mobile devices. b. Enter the MongoDB connection strings. MongoDB parameters are case-sensitive. Note: Make sure the MongoDB strings for the front end server and administration server are the same so that the front end server can access license information. c. The Configuration Refresh Interval parameter specifies, in milliseconds, how frequently the front-end server queries the database for updated configuration information. In a development environment, set this value to 5 seconds (5000). In a production environment, set this value to 1 or 2 minutes (60000 or ). 9. When the import wizard is complete click Finish. 10. In IIS, right-click on the newly added application subdirectory. Click Manage Application > Advanced Settings. 11. Change the Application Pool setting to use the name you defined previously in this section such as InteractionMobilizer. Interaction Mobilizer Installation and Configuration Guide 19

20 Configuring.NET Internet Information Server Handlers Complete this section if you installed IIS after installing.net 4.0. If so, the.net 4 Internet Information Server (IIS) handlers are not automatically configured. If.NET IIS handlers are not correctly configured, any page requiring ASP.NET fails. To configure the IIS handlers for.net 4.0: 1. Log in as an administrator. 2. Open a command window and navigate to the.net framework directory, such as: c:\windows\microsoft.net\framework\v4.xxxx\ 3. To re-register asp.net with IIS, run the command: aspnet_regiis.exe i 4. To make sure that the handlers are correctly configured, start IIS Manager. 5. Click the server name. 6. Click Handler Mappings. Check for the following values: aspq-isapi-4.0_32bit aspq-isapi-4.0_64bit 7. Close IIS Manager. Installing the Administrative Dashboard To install the Interaction Mobilizer browser-based administrative dashboard, complete the following procedure. 1. Log on to the application server. 2. Start Microsoft Internet Information Server (IIS). 3. Create an Application Pool as described at a. In the Name text box, enter a unique name such as InteractionMobilizerAdmin. b. Set the General >.NET Framework version to 4.x. c. Set the General > Managed pipeline mode to Integrated. d. Click OK to save the changes and close the window. 4. Right-click on the name of the new application pool and click Advanced Settings. Change the following settings. a. Set the General >.NET Framework Version to v4.0. b. Set the General > Enable 32-Bit Applications to True. c. Accept the default settings for all other values. d. Click OK to save the changes and close the window. 5. Right-click on the website name. The default name is Default Web Site. Click Deploy > Import Application. 6. Select the \\server\mobilizer_files\mobilizer_admin.zip package file. Interaction Mobilizer Installation and Configuration Guide 20

21 7. Accept the default values until the Enter Application Package Information window displays. This window includes prompts for parameters such as Application Path and Connection String. 8. Enter parameters appropriate for your environment. a. Select the application path for URL published to mobile devices. b. Enter the MongoDB connection strings. MongoDB parameters are case-sensitive. Note: Make sure the MongoDB strings for the front end server and administration server are the same so that the front end server can access license information. 9. When the import wizard is complete click Finish. 10. In IIS, right-click on the newly added application subdirectory. Click Manage Application > Advanced Settings. 11. Change the Application Pool setting to use the name you defined previously in this section such as InteractionMobilizerAdmin. 12. OPTIONAL: The administrative dashboard is available to anyone with network access to port 80 on this computer. To restrict access, use Microsoft IIS authentication and authorization rules. For more information about IIS, see ou can also restrict access using other means such as IP Address and Domain restrictions. Verifying Installation To verify that the installation succeeded and the application is working, open a browser and navigate to the URL If the installation is successful, the browser window displays the following JSON text: { version : } If you are using Internet Explorer, the browser prompts you to download a file with the same content. Setting up an Administrative or Development Workstation Interaction Mobilizer administrators or developers who want to create, edit, maintain, or publish Mobilizer applications need the Interaction Mobilizer Windows PowerShell module. This module is found in the Mobilizer Modules file share at \\server\mobilizer_modules\interactionmobilizer. To install and run this module, complete the following steps: 1. Copy the InteractionMobilizer directory (and all files) from the file share into the local machine, in the following location: %USERPROFILE%\Documents\WindowsPowerShell\Modules The full directory path for this directory is c:\users\username\documents\windowspowershell\modules\interactionmobilizer If the WindowsPowerShell or Modules directories do not exist, you must create them. 2. Copy the configuration host at \\server\mobilizer_files\mobilizer_config.exe to any location on the local machine to any location. 3. Run mobilizer_config.exe to load the module and open a command-line window that provides access to the Mobilizer application. Interaction Mobilizer Installation and Configuration Guide 21

22 Installing Chat for Mobilizer Applications This section describes how to install and configure components required to implement Chat for Mobilizer applications. For information about implementing chat for Mobilizer, see the Interaction Mobilizer Developer s Guide. Installing and Configuring the XMPP Server Software Mobilizer Chat uses the OpenFire XMPP server. The XMPP server is not automatically installed or configured by any Interactive Intelligence product or installer. The Mobilizer server installation package (InteractionMobilizer.msi) includes three chat MSIs, one for each chat server component: Mobilizer Push Server, Mobilizer XMPP Bridge, and CIC XMPP Bridge. The server installation package unpacks the chat installer MSIs with other Mobilizer assets, in the same directory as the front end server and admin web deploy zip files. Upon installation, the two XMPP components run as separate Windows services. Depending on the anticipated (or actual) load on the XMPP system, you can install the components on the same machine or separate machines. In a light-load scenario, you can install both components on the XMPP server. Download the OpenFire XMPP server from To install the server, run the installation package, then configure XMPP. Any installation or configuration requirements that are not defaults are described in this section. Configuring OpenFire for Mobilizer Enable External Components in OpenFire: 1. Log in to the OpenFire administrative interface. 2. Under the top-level Server tab (selected by default) click the Server Settings tab. 3. From the left navigation column, click External Components. 4. From the External Components Settings panel, be sure to configure the following options: Service Enabled Make sure Service is Enabled. Note the configured port. ou can accept the default or change it to any unused port number. Enter a shared secret, and make a note of the secret. Allowed to connect/not allowed to connect ou can change any of these settings. If you want to configure a whitelist for security reasons, configure the following subdomains and use the same shared secret for both cic.[server domain] and mobilizer.[server domain]. For these examples, replace [server domain] with the configured XMPP server domain. For example, using xmpp.example.com would result in cic.xmpp.example.com and mobilizer.xmpp.example.com. Configuring Chat Administrative Settings Configure and remember the following settings for chat support: The XMPP server domain must be publicly resolvable and accessible by the Mobilizer XMPP components. The configured XMPP server port for external component connections. The configured shared secret for XMPP server components. The subdomain prefix of the conference subdomain. For example, if the XMPP server is at xmpp.example.com, and the conference service is at conference.xmpp.example.com then the subdomain prefix is conference with no additional words or punctuation. In XMPP, conferencing (chat rooms) are typically handled by a component registered with a specific subdomain. In XMPP, subdomains are used to route messages to various components. OpenFire (and most servers) include a conference component. Interaction Mobilizer Installation and Configuration Guide 22

23 Setting Mobilizer Administration Settings 1. Enter the Google Cloud Messaging push notification settings and click Save Changes. 2. Enter the Apple Push Notification Service settings and click Save Changes. Interaction Mobilizer Installation and Configuration Guide 23

24 Installing and Configuring the Apple Push Certificate Apple Push Notification service requires a push certificate. To avoid overloading the MongoDB server by storing and encrypting each certificate password, install the certificate on both the front end server and the push notification server. The certificate identity must match the account associated with the push notification service. 1. Open a Microsoft Management Console (MMC). Add the Certificates snap-in and check the radio button for managing the Computer account certificates. Click Next and accept Local Computer as the host. Click Finish and OK to save your changes. 2. Click Console Root > Certificates. Right-click on Personal then click All Tasks > Import to open the Certificate Import Wizard. Interaction Mobilizer Installation and Configuration Guide 24

25 3. From the Certificate Import Wizard dialog, click Next then Browse for the certificate provided by Apple. Open the certificate, enter in the password provided for that certificate, and check the Mark this key as exportable option on the import wizard. Click Next and OK to save your changes. 4. ou must grant access to the certificate for the Mobilizer front end by allowing the identity of the ASP.NET application pool to have read access to the certificate store. Right-click on the newly imported certificate, then click All Tasks > Manage Private Keys. Interaction Mobilizer Installation and Configuration Guide 25

26 5. From the Permissions dialog box click Add. From the Select Users of Groups dialog box, start typing the name of the ASP.NET application pool that needs access to the certificate. If you start typing IIS AppPool\<name of your app pool>, the text box automatically displays matching application pools. 6. Click OK to save the displayed application pool. From the Permissions dialog box click OK to save the changes. 7. From the Console, click File > Save to save all changes. Close the console. Deploying Applications This section describes how to deploy applications for Android and Apple ios mobile devices. Set up the ngslib file the same for both ios and Android. Publishing applications requires different processes for Android and Apple ios, as described in Preparing to Publish Applications for Android via Google Play and Preparing to Publish Applications for Apple ios via itunes. Editing the ngslib File Open the ngslib file in a text editor and make the following edits: 1. Under baseurl: add the HTTP address of your Mobilizer application site, for example 2. Under tabs: add all the formid or the image names needed for your application. Make sure any image added here is also present in the image directory. 3. Choose a true or false value for the savegeographiclocation key. If true and allowed by the end user, the user s device latitude and longitude are added to the HTTP header. 4. Choose a true or false value for the chatsharingenabled key if your application allows the end user to share a chat conversation with a CIC agent. 5. Change the default value for Internet requests using the requesttimeout key. The default value is 60 seconds. 6. Edit the facebookappid line to include the application facebookapp ID with the prefix fb, for example, if your Facebook application ID is , add fb Interaction Mobilizer Installation and Configuration Guide 26

27 Preparing to Publish Applications for Android via Google Play Complete the procedures in this section to publish your application for devices using Android. Setting Up Android Images The image setup is slightly different between Android and ios. Android applications look for images in the project directory of the shell application: <root directory>/assets /images /ldpi /mdpi /hdpi /xhdpi For Android applications, you should have at least four resolutions of each image. Small screens: at least 426dp x 320dp Normal screens: at least 470dp x 320dp Large screens: at least 640dp x 480dp Extra large screens: at least 960dp x 720dp The application displays the best image based on the device resolution. If only one image resolution is available or required, place it in the /images directory for display on all devices. When designing your user interface, remember that each design requires a minimum amount of space. Each generalized screen size has an associated minimum resolution defined by the system. These minimum sizes are in dp (density-independent pixel) units. Use these units when defining your layouts to minimize the effort required to accommodate changes in screen density. The Android developer s definition of dp is: density-independent Pixels an abstract unit based on the physical density of the screen. A dp is based on a 160-dpi screen, so one dp is one pixel on a 160-dpi screen. The ratio of dp-to-pixel changes with screen density, but not necessarily in direct proportion. For an in-depth description of Android display metrics (class DisplayMetrics) including size, density, and font scaling, see Setting Up Android SDK and Shell Application ou must use the Android SDK to build the applications for Android devices. Download the latest Android SDK from The shell application setup does not need Java, but does require the following configuration in the AndroidManifest.xml file. A sample AndroidManifest.xml file containing all these directives is included in the NGSShell sample application. ou need to use your path for com.example.app. Permissions: <uses-permission android:name="android.permission.internet"/> <uses-permission android:name="android.permission.access_coarse_location"/> <uses-permission android:name="android.permission.write_external_storage"/> Push notifications: <permission android:protectionlevel="signature" android:name="com.example.app.permission.c2d_message"></permission> <uses-permission android:name="com.example.app.permission.c2d_message"/> <uses-permission android:name="com.google.android.c2dm.permission.receive"/> <uses-permission android:name="android.permission.get_accounts"/> <uses-permission android:name="android.permission.wake_lock"/> Interaction Mobilizer Installation and Configuration Guide 27

28 Activity Declarations: <activity android:name="com.inin.ngs.mobilizertabbedactivity" <intent-filter> <action android:name="android.intent.action.main" /> <category android:name="android.intent.category.launcher" /> </intent-filter> </activity> <activity android:name="com.inin.ngs.loginactivity"/> <activity android:name="com.inin.ngs.interaction.callbackactivity"/> <activity android:name="com.inin.ngs.chat.chatactivity"/> <activity android:name="com.facebook.loginactivity" Service Declarations: <service android:name="com.inin.ngs.gcmintentservice"/> only required for push <service android:name="com.inin.ngs.mobilizerservice"/> Receiver Declarations (only required for push): <receiver android:name="com.inin.ngs.gcmreceiver" android:permission="com.google.android.c2dm.permission.send"> <intent-filter> <action android:name="com.google.android.c2dm.intent.receive"/> <action android:name="com.google.android.c2dm.intent.registration"/> <category android:name="com.inin.ngs"/> </intent-filter> </receiver> In the shell application you need to reference the ngslib library. ou can do this using the Eclipse IDE, or by adding the following line to the project.properties file of your project: android.library.reference.<n>=<path to ngslib> android.library.reference.<n+1>=<path to actionbar sherlock> Where n is a unique value in the enumeration of libraries needed by the shell application. Actionbar Sherlock is a publicly available library for action bar compatibility. Signing and Publishing Android Applications When your application is ready, make sure that it is signed as described at Once your application is signed, you can make it available at the Google Play store as described at Interaction Mobilizer Installation and Configuration Guide 28

29 Preparing to Publish Applications for Apple ios via itunes Complete the procedures in this section to publish you application for devices using Apple ios. Unzipping the Deploy Package Locate the deploy.zip package included in the Mobilizer installation files. Unzip the file on your local OS X machine, usually in the project directory of your choice. Updating Directory Assets Add default graphics for all the different iphone models. Take snapshots of graphics from the ios simulator while testing your application. Use Cmd-S in the ios simulator to take snapshots and put them on your desktop. Rename the images using the following conventions: 1. Default.png for iphone 3GS, a 320x480 image. 2. Default@2x.png for iphone 4. 4S, a 640x960 image. 3. Default-568h@2x.png for iphone5, a 640x1136 image. Copy default icons for all different iphone models 1. Icon.png is a 57x57 image. 2. Icon-72.png is a 72x72 image. 3. Icon@2x.png is a 114x114 image. 4. Copy your own embedded.mobile provision file if you intend to test on your own devices. 5. Using Xcode, edit the Info.plist file and make the following changes: 1. Under the Bundle Display Name: line, add the name off the application as you want it displayed in itunes and on the device. 2. Under the Bundle Identifier: line, add the unique application identifier you have registered on the apple store, such as com.example.app. 3. Under the URL Types / Item 0 / Url Schemes / Item 0: line, add the application facebookapp ID with the prefix fb, for example, if your Facebook application ID is , add fb Updating Directory Certifications Copy the necessary encryption certificates to the cert directory. Updating Directory Images Copy the static images you created and are going to use in your application to the images directory. Make sure to include images used for your tabs in the ngslib configuration file. Running the ios Deploy Script and Publishing our Application When your application is ready to be published, run the ios_deploy script. ou may need to make the file executable before you can run it. Use the chmod command, using a syntax such as chmod u+x ios_deploy if needed. When you are ready to publish your application, complete the Submit our Application procedure described at the Apple Developer site and publish it as you would be doing your own. esubmission/submitourapp/submitourapp.html Interaction Mobilizer Installation and Configuration Guide 29

30 Chapter 2: Integrating and Configuring Interaction Mobilizer Configure Interaction Mobilizer settings to implement policies that affect all Mobilizer applications. Configuration parameters can include session timeouts, capability, and behavior. Configuring Interaction Mobilizer using the Dashboard Interaction Mobilizer uses a Web-based interface for system administration called the Mobilizer Dashboard. From the Dashboard, you can view and change Mobilizer settings. The main dashboard panel displays the system status and current session counts. System Status The system status displays whether Mobilizer is active and configured. If Mobilizer is not active, this panel displays basic instructions for setting up your system. For more information about configuring your system, see the Mobilizer Installation and Configuration Guide. Current Session Counts The session counts shows the number of active sessions in progress when the page displayed. To update this value, refresh the browser window. Interaction Mobilizer Installation and Configuration Guide 30

31 System Settings System settings include expiration, trace level, and server URL information. If there are no values, your Mobilizer application has not been configured. General These settings apply to general Interaction Mobilizer configuration. Session Expiration The Session Expiration text box displays the number of minutes that a session can last before the system stops it. The default is or roughly 30 days. To change the expiration value, click in the Session Expiration text box, edit the number, and press Enter to save the changes. Trace Level The Trace Level determines how closely Mobilizer records the processing of user and system activity. The Default value uses the default tracing levels from Customer Interaction Center (CIC). To change the Trace Level, click the arrow at the end of the text box and select from the drop-down list. The choices are Default, Low, Medium, High, and Trace Everything. Interaction Mobilizer Installation and Configuration Guide 31

32 Interaction Web Tools The Interaction Web Tools provide web server URLs for integrating Mobilizer with Interaction Center. Server 1 URL This text box must contain the URL of Interaction Web Tools running on an Interaction Center server. To be integrated, Interaction Mobilizer front-end Servers must be able to communicate with the Interaction Center server. To add or edit a URL, click in the Server 1 URL text box, add or edit the URL, and press Enter to save the changes. The URL must include the IP Address or logical name, and the port number, such as or Server 2 URL This text box must contain the URL of Interaction Web Tools running on the backup Interaction Center server. To add or edit a URL, click in the Server 2 URL text box, add or edit the URL, and press Enter to save the changes. Debugging The Logs screen displays three types of diagnostic messages from Mobilizer: Info, Warning, and Error. Click Details under any message for more information, if available. Info An entry appears when a Mobilizer server starts. Click Details to see more information about this message. Warning Logs every instance of a problem such as a file or action could not be found. Click Details to see more information about the warning. Error An entry appears each time Mobilizer cannot process an action, including the name of the action. Click Details to see the Boo Only Code and All Code associated with the error. Interaction Mobilizer Installation and Configuration Guide 32