Deploying Chat Solution

This page outlines the essential steps of deploying a Chat Solution.

Overview

• Create a Chat Server application in configuration. Make sure that the following configuration is specified correctly:
  • Ports. At least 3 ports must be configured with the following IDs: default, webapi and ESP. Additionally, if KPI must be exposed via REST API, port with ID "health" must be added.
  • Connections. Chat Server must be connected to Interaction Server and UCS, and optionally Chat Server could be connected to the Configuration Server application (usually confserv) and Message Server. Setting addp is recommended for these connections.
  • Endpoints. Section [endpoints:*tenant_dbid*] must be renamed to contain an appropriate tenant ID value (for example [endpoints:1]) and the defaultoption must be initialized with a queue name (to which Chat Server will submit interactions).
  • Logs. By default logs are configured to hide all possible sensitive data - which however might not be convenient if troubleshooting will be required. Decide on how you want to set the values in section "[settings]" for "hide-attached-data", "message-log-print-size" and options in "[log-filter-data]" section.
  • Set up Chat HA configuration if needed.
  • Connect other applications to the Chat Server application:
    • Interaction Server must be connected to the ESP port (addp is recommended for this connection).
    • GMS must be connected to the webapi port (addp is not recommended for this connection due to short living nature of these connections).
• Install Chat Server IPs.
• Configure other applications to work with chat channels:
  • Create/modify capacity rule to include the chat media type.
  • Create/modify workflow (using either IR Designer or Composer) to route a chat interaction. For more information refer to How to Send Message or Notice to Chat Session from Workflow.
  • Enable GMS to provide chat API (by adding the [chat.customer-support] section).
  • Configure agents (persons in configuration) with a chat channel access.
  • Adjust configuration of Workspace (agent desktop) if needed. For WDE review the chat.* and chatserver.* options, add value chat for the openmedia.workitem-channels option .