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Avaya IPOCC Web Chat not working

Avaya IPOCC Web Chat not working

(OP)
Hello,We have been able to test the chat functionality using pidgin xmpp client and was able to exchange chat messages from agent desktop to the customer and also tested the webchatdialog internally,which is also working.
We tried making the chat live by using the (AvayaWebChat.php)Chat example in ipocc folder on the customer’s website.
As we tried sending chat from the website ,it is not getting to IPOCC Server at all.
The document from Avaya for chat is not explanatory enough.

But it was giving an error on the web chat interface “ error sending message to topic Support”.

I would like to know if anyone has successfully integrated AvayaWebChat.php with OPenfire xmpp server and also

what exactly do we need to edit in the properties file?

RE: Avaya IPOCC Web Chat not working

I used the doc "IPOCC Contact Center Email & Chat Service" to get this running as a test for a customer.

Can't remember any tricks and fixes as this was just for test, the customer built their own frontend for the chat.

"Trying is the first step to failure..." - Homer

RE: Avaya IPOCC Web Chat not working

I haven't played with the chat example from IPOCC but I managed to get the exmaple from CIE running with the XMPP server running on One-X Portal.

Basically you have to set up an xmpp domain and one user per topic on the xmpp server.
Then create a Chat taskserver (with hostname of the xmpp server and the xmpp domain).
After that create your topics and enter the credentials you just prepared on the xmpp server.
That's basically everything you have to do in order to get chat running in CIE/IPOCC.

Also take a look at the Chat Taskserver in TTrace, helped me a lot with debugging ;)

RE: Avaya IPOCC Web Chat not working

(OP)
That's interesting,how did you perform the integration between the chat application and the xmpp server to make it work?

RE: Avaya IPOCC Web Chat not working

(OP)
i couldn't see any log on TTrace for chat taskserver which means there is no connection between both parties at all

RE: Avaya IPOCC Web Chat not working

Is the topic conntected if you look in Openfire?

"Trying is the first step to failure..." - Homer

RE: Avaya IPOCC Web Chat not working

The Avaya example I used has a small properties file inside Tomcat/conf/ called WebChatApp.properties, part of the content is:

TTraceServiceHost=ptccie
TTraceServicePort=10300

# The list of topics that can be connected
# the format of the list is comma separated: <entry>,<entry>,......
# an entry has the format <TopicID>:<JabberID> where TopicID must not contain spaces
# keep in Mind, that the topicid must ONLY contain alpha numeric characters
Topics=ChatThema:ChatThema@xmpp.ptc.local
# The Host name of a XMPP server
WebChatProxy.XMPPServerHost=192.168.152.11
# the port where the XMPP server waits for client connections
WebChatProxy.XMPPServerPort=5222
# the XMPP domain where the users reside which use the proxy to connect to the XMPP server
WebChatProxy.XMPPServerDomain=xmpp.ptc.local


The settings in One-X Portal look like this:


In TTrace you should see the ChatTaskserver on the left if everything is configured correctly:

RE: Avaya IPOCC Web Chat not working

(OP)
Yes,the topic is connected on open fire.(it is showing as online(green color).

RE: Avaya IPOCC Web Chat not working

(OP)
I am using a the PHP chat example,attached is the backend file that is to be edited to the our particular server settings.

Please can you check and see what i am doing wrong?

For PHP(in the readme files)it was stated to install JDK,http server and webproxy which i have done but still not working

Thanks.

RE: Avaya IPOCC Web Chat not working

(OP)
Thanks so much. The document is really helpful.

I changed to using this java example instead but while accessing the page through internet explorer, i am now getting error

"HTTP Status 404 - /WebChatApp/

type Status report

message /WebChatApp/

description The requested resource is not available.


Apache Tomcat/8.0.28"

RE: Avaya IPOCC Web Chat not working

(OP)
Thank you so much. It is working now locally.

But it is working on a particular port(28443) instead of port 8080.

There is an issue with https because it is only working with this address "https://localhost:28443/WebChatApp/"

and we would want it to work with "http:"

Did you face this problem too? and how did you resolve it?

RE: Avaya IPOCC Web Chat not working

I've only used it with HTTPS, most would prefer having their conversations encrypted.

"Trying is the first step to failure..." - Homer

RE: Avaya IPOCC Web Chat not working

(OP)
okay but how can i ensure that it is shows the site is a trusted site because now it is still showing it as an untrusted site when i try to open it

RE: Avaya IPOCC Web Chat not working

You'll need a trusted ssl certificate, if it's gonna available to the public you'll need to buy a ssl certificate if the customer doesn't already have one.

"Trying is the first step to failure..." - Homer

RE: Avaya IPOCC Web Chat not working

(OP)
Thank you, will do that.

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