Pega Chat. Installation Guide 7.4

Transcription

1 Pega Chat Installation Guide 7.4

2 2018 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service marks are property of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or editorial errors or omissions contained herein. Pegasystems Inc. may make improvements and/or changes to the publication at any time without notice. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: Fax: Document: Pega Chat Installation Guide ii

3 Software version: 7.4 If you have suggestions or comments for how we can improve our materials, send an to iii

4 Contents Prerequisites...5 Hardware requirements...5 Software requirements...5 Application requirements...5 Parameters to install Pega Chat... 7 Installing...11 Installing and starting the Chat server...11 Registering the company...11 Optional: Deploying content on a content delivery network Testing the installation...13

5 Prerequisites Prerequisites Ensure that your environment meets the following specifications before you start the. Hardware requirements Software requirements Application requirements Hardware requirements The Node.js application server requires the following resources: 10 GB disk 5 GB RAM 2.5 GHz dual core CPU The PostgreSQL database requires the following resources: 200 GB disk 16 GB RAM 2.3 GHz Dual Core CPU The Redis server requires the following resources: 30 GB disk 10 GB RAM 2.5 GHz Dual Core CPU Software requirements Install the following software before you install. You can download them from their respective websites. Linux-based operating system based on Kernel version generic or Red Hat Enterprise Linux version el7.x86_64 Node.js v8.9.x application server Redis v3.2.x server PostgreSQL v9.5.x database Application requirements 1. Install and start the PostgreSQL database that is used for hosting the data. 2. Create the user credentials that are needed to access the PostgreSQL database as per your business requirements. 3. Set the database schema name to chat_schema. 4. Update the database_name, role_name, and the user_name parameters in the postgres_script with the actual values. 5

6 5. Run the postgres_script.sql for the PostgreSQL database. 6. Start the Redis server for fast data retrieval from cache memory.

7 Parameters to install Pega Chat Parameters to install Pega Chat By using Pega Chat, customer service representatives can interact with customers online in real time and resolve their issues. To use Pega Chat configure the environment key values. The environment key values are stored in the config.json file provided in the installation media. For more information on Pega Chat, see the Pega Chat Implementation Guide on the Pega Customer Service product page. Configuring the environment key values The top-level objects in the config.json file corresponds to your environment in which the Chat server is deployed. Configure these settings so that you can use the Pega Chat application in your environment, for example, set the server_port object to indicate the chat server port. 1. Open the config.json file. 2. Modify the configuration key value for each environment object as described in the following table. 3. Save the file. Configuration key Configuration value description Required Example value server_port server_host The port through which the 80 customer chat web client connect to the chat server. The host name or the IP address of the Chat server , chat.usefirefly.com. Enter the value in quotation marks. server_protocol The protocol of the Chat server. http Enter the value in chat_file_path The public URL of the Pega Chat presenter's file when the file is deployed and retrieved from a content delivery network. When the file is not deployed on a content delivery network and is served from the Pega Chat server, the path is <server_host_url>/provision/final/ customer.js. scripts/final/chat.js. Enter the value in quotation marks. asset_host_url The public URL from where the presenter's static content is retrieved from a content delivery network. No (defaults to server_host_url) Enter the value in quotation marks. For more information on deploying content on a content delivery network, see Optional: Deploying content on a content delivery network. datasources The datasources that are used to store the Pega Chat data. This object contains the driver,and postgres child keys. datasources.driver The driver for the data sources. postgres. Enter the value in 7

8 Parameters to install Pega Chat Configuration key Configuration value description Required Example value postgres.driver postgres.host postgres.port postgres.username postgres.password postgres.database postgres.pool redis redis.master The postgres driver that is used to configure the PostgreSQL database. This object contains the host, port, username, password, database, and pool child keys. The host address that is accessible over a network. This can be the IP address of the machine or the domain on which the database is running. The port number on which the PostgresSQL database is running. The user name to log in to the PostgresSQL server. The password to log in to the PostgresSQL server. The PostgresSQL database that is used to store data. The PostgresSQL database that is used to store data. This object holds the Redis server configuration details. It contains the master and slave child keys. This object holds the configuration details for the Redis master. It contains the host, port, and password child keys. No postgres. Enter the value in Enter the value in 5432 admin. Enter the value in mypin. Enter the value in mydb. Enter the value in mydbpool. Enter the value in redis.master.host redis.master.port The host address that is accessible over the network. This can be the IP address of the machine or the domain name in which Redis is running or the machine name. The port number on which the master Redis runs. redis.master.password The Redis password. It must be the password that you specified at the time of redis requirepass configuration. redis.slave redis.slave.host redis.slave.port redis.slave.password This object holds the configuration for the Redis slave. The configuration values are the same as those for the Redis Master. Delete this object if you use a single Redis server. This object contains the host, port, and password child. The host address that is accessible over the network. This can be the IP address of the machine or the domain name in which Redis is running or the machine name. The port number on which the slave Redis runs. The Redis password. It must be the password that you specified at the time of redis requirepass configuration. No (Defaults to 6379) 6379 No No (Defaults to 6379) 6379 No Enter the value in mypassword. Enter the value in Enter the value in mypassword. Enter the value in 8

9 Parameters to install Pega Chat Configuration key Configuration value description Required Example value enable_ssl_server The SSL server to run the Pega Chat server. This should run as a HTTPS server, not as a HTTP server. No (Default value is false) true. Enter the value in ssl_server_config This object holds the path to the SSL server access credentials that are needed to start the Chat HTTPS server. It contains the ssl_certificate_path, ssl_key_path, and ca_certificate_path child keys., if enable_ssl_server is set to true. ssl_server_config.ssl_certificate_path The to the SSL certificate file.../ssl/host.com.crt. Enter the value in ssl_server_config.ssl_key_path The path to the SSL key file.../ssl/host.key. Enter the value in ssl_server_config.ca_certificate_path The to the certification authority certificate file. publish_settings s3_infra The account setting that is retrieved from the Amazon S3 account. Information about the S3 account that is used for publishing account settings or storing static content. This object contains the bucket, accesskeyid, and secretaccesskey child keys. No, if publish_settings is set to true../ssl/bundle.crt. Enter the value in False. Enter the value in s3_infra.bucket The S3 bucket name. S3 bucket name. Enter the value in s3_infra.accesskeyid The S3 access key. D342SOIFGJASIFUGA. Enter the value in quotation marks. s3_infra.secretaccesskeythe S3 secret access key. mvnv96v9ndfvdfgv50543dfgaa34. Enter the value in quotation marks. xmpp_server_config The xmpp server configuration. It has websocket and bosh that includes port and host. xmpp_server_config.port The port through which the agentside chat client, and the customerside chat window or hybrid mobile chat window establishes a connection to the server. xmpp_server_config.host The xmpp server and its corresponding chat server. It is set to localhost. admin_credentials 5280 The HTTP Basic Auth credentials to be used for accessing the administration area of the Pega Chat. This object holds the user and password child keys. admin_credentials.userthe HTTP Basic Auth administrator user credential that are used for accessing the administration area of the Pega Chat server. admin_credentials.password The HTTP Basic Auth administrator password that are used for accessing the administration area of the Pega Chat server. qa The testing environment of the Pega No Chat deployment. localhost. Enter the value in Username. Enter the value in Password. Enter the value in myqa. Enter the value in 9

10 Configuration key Configuration value description Required Example value staging The staging environment of the Pega Chat deployment. No mystg. Enter the value in

11 Installing Installing Install Pega Chat so that customer service representatives can interact with the customers. The installation includes the following tasks: Installing and starting the Chat server Registering the company Optional: Deploying content on a content delivery network Installing and starting the Chat server With Pega Chat, your customer service representative can interact online with customers in real time and resolve their issues. 1. Copy and extract the.tar archive from your installation media to your Linux workstation where you want to install the application. 2. Navigate to the directory that you created by extracting the.tar archive, and open the server directory. 3. Install the node modules with the following command: npm install --production 4. Modify the server configuration values in the config.json file with the values of your environment. For more information about the config.json file, see Determine the parameters to install Pega Chat. 5. To start the Chat server, run the node_env=production node app command. Registering the company Register your company to receive the token that identifies the company and enables the application for your customer service representatives. 1. Enter the following URL in your browser: <server_host_url>/provision. Replace <server_host_url> with the value of the server_host_url parameter that you specified in the config.json file. For more information about the config.json file, see Determine the parameters to install Pega Chat. 2. On the registration page, enter your login credentials that you specified for the admin_credentials parameter in the config.json file. 3. To register and create an administrator account so that you can access, enter an address and your company name, and then click Register Company. The server displays a JavaScript snippet and sends an that contains the JavaScript snippet to the address. 4. Follow the instructions that are provided in Testing the installation. Optional: Deploying content on a content delivery network You can deploy and retrieve static content such as images, scripts, and stylesheets from a content delivery network. 11

12 A content delivery network is a distributed network of data servers that store the static content. It increases the speed with which the content is delivered to the users. Specify the path of each file located in the /assets directory in your installation package on your content delivery network. For example, if the content delivery network host is then set the customerchat.css file in your installation package at /assets/stylesheets/ customer/final/customerchat.css as final/customerchat.css.

13 Testing the installation Testing the installation Complete the following step to verify that the Pega Chat installation process has completed successfully. Implement the chat application, for detailed information on implementing chat, see the Pega Chat Implementation in the Pega Customer Service Implementation Guide on the Pega Customer Service product page. 13