Instant chime plugin_installation_guide_for_ibm_sametime_9

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  1. 1. Page 1 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 Instant Chime Agent Plugin Installation Guide Sametime 9 Fall 2014
  2. 2. Page 2 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 Copyright and Disclaimer This document, as well as the software described in it, is furnished under license of the Instant Technologies Software Evaluation Agreement and may be used or copied only in accordance with the terms of such license. The content of this document is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Instant Technologies. Instant Technologies assumes no responsibility or liability for any errors or inaccuracies that may appear in this document. All information in this document is confidential and proprietary. Except as permitted by the Software Evaluation Agreement, no part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, recording, or otherwise, without the prior written permission of Instant Technologies . Copyright 2005 - 2014 Instant Technologies, All rights reserved. Trademarks All other trademarks are the property of their respective owners. Contact Information See our Web site for Customer Support information. http://www.instant-tech.com/
  3. 3. Page 3 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 Contents System Requirements.............................................................................................................................................................4 Required accounts: .............................................................................................................................................................4 Overview.................................................................................................................................................................................5 High Level Steps......................................................................................................................................................................5 Uninstall previous versions of the Plugin................................................................................................................................6 Installation New Chime Plugin................................................................................................................................................9 1. Download the plugin.......................................................................................................................................................9 2. Unzip the plugin............................................................................................................................................................10 Install the new version of the Chime for IBM Sametime Plugin...........................................................................................10 Setup and Configure Preferences Location to Chime URL.................................................................................................18 1. Configure Chime URL ....................................................................................................................................................19 Test the plugin. .....................................................................................................................................................................21 Troubleshoot Installation......................................................................................................................................................22 Lack of URL in Chime preferences: ...................................................................................................................................22 Revision History ....................................................................................................................................................................23
  4. 4. Page 4 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 System Requirements Microsoft Windows 8 or Microsoft Windows 7, or Mac OS IBM Sametime 9 client and above Chime for Sametime will access IBM Sametime using port 1533 as a Java application URL of the on-premise Chime installation. For example http://174.129.244.84/chime/plugin/getAllQueueDetails The agent should be provisioned, as an agent or manager, in at least one Instant Chime queue Required accounts: The following accounts will be need for the installation and/or operation of Chime. Chime account for the agent: This account will be used by Chime to query Active Directory for users AD Username: Password: URL to the Chime Instant: URL: http://FQDN/chime/plugin/getAllQueueDetails For example http://174.129.244.84/chime/plugin/getAllQueueDetails
  5. 5. Page 5 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 Overview Instant Chime for IBM Sametime is an enterprise service desk application that enables service desk enablement, and click to chat functionality, using IBM Sametime as the IM routing and presence platform. Typically, Chime is deployed as part of either an Apache TomcatMicrosoft SQL Express installation or an IBM WebsphereIBM DB2 deployment. Your installation and configuration preferences are generally based on enterprise preferences and internal licensing. Chime provides a client based IBM Sametime plugin that extends the agents Sametime experience and provides functionality such as an in place context window, the ability to transfer and route inbound requests, and additional agent level functionality. The Chime plugin may be installed on either an IBM Sametime standalone client, or the embedded SametimeNotes client. Chime leverages the IBM Sametime platform for agent awareness and agent IM routing and this IBM Sametime functionality may be accessed via an on-premise installation or via the IBM Sametime service provided the IBM cloud functionality (IBM Smarter Cloud). The following document will describe the Chime plugin installation process based on a Sametime 9 client. High Level Steps At a high level, the following steps should be followed: 1. If necessary, uninstall the earlier Queue Manager or Chime plugin 2. Download the plugin from the Chime Agent Dashboard 3. Unzip the plugin to a local folder 4. Run the plugin installation process using the Sametime client 5. Configure the plugin with the URL of the Chime instance this is critical 6. Refresh the plugin settings to pull the information from the Chime URL
  6. 6. Page 6 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 Uninstall previous versions of the Plugin. If you have a previous version of the plugin installed, you will need to uninstall it before proceeding. If you don't have a version installed, proceed to step 3 and simply install the latest plugin. a. Open the Product Configuration Panel. The path to it is: Tools/Plug-Ins/Manage Plugins. b. In the list to the right locate the "CannedMessages Feature..." or Instant Queue V4 depending on the version that has been installed. You may need to expand the various lists until you find the plug-in. Click the Uninstall task in the right hand panel.
  7. 7. Page 7 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 The following screen shot demonstrates uninstalling the Queue Manager plugin
  8. 8. Page 8 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 If you have installed an earlier version of Instant Chime for IBM Sametime, then the plugin will be located in a location similar to the following screen shot: c. Click on "OK" to confirm request to uninstall the earlier plugin. d. Click on "Restart Now" for the message box notifying you of the need to restart the IBM Sametime Client.
  9. 9. Page 9 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 e. Your IBM Sametime client will now automatically restart. You are now ready to install the new plug-in. Installation New Chime Plugin 1. Download the plugin. If you do not have the link to the plugin, please contact Instant Technologies Technical Support. By default, the plugin is available via the Chime Agent Dashboard:
  10. 10. Page 10 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 2. Unzip the plugin Save the plugin in a location either on the network or on your local machine. The file that you downloaded is a .ZIP file. Note: You will have to expand (unzip) the directory before installing the plugin. Install the new version of the Chime for IBM Sametime Plugin. a. Start the plug-in installer by clicking on Tools/Plug-Ins/Install Plugins...
  11. 11. Page 11 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 b. Click on the "Search for new features to install" radio button, and click on the "Next>" button.
  12. 12. Page 12 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 c. Click on the "Add Folder Location ..." button.
  13. 13. Page 13 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 d. Navigate to the folder where you extracted the plugin files. It will be the parent level for the features and plugins subfolders. In this case it is named Eclipse. It will be named something different on your system. Click on "OK". e. In this window you can change the name, if you like, to something more meaningful to you. This is not a required step.
  14. 14. Page 14 Copyright 2014 Instant Technologies. All rights reserved. PM Oct 21_2014 Rev 3 f. Check the checkbox beside the location you just defined in step d. In this case it is "Chim