Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Integrate Jabber with FocalScope
Openfire is the background service enabling the delivery of messages from one user to another in FocalScope's Jabber chat client. To minimize administration overhead by having to separately create users & groups in Opefire's console, we will integrate Openfire with FocalScope. Doing so will allow all our administration work for creating users & groups, for Jabber and keeping them in synchronization, to be done as a once off process in FocalScope.
Download OpenFire 3.7.0 for Windows from http://www.igniterealtime.org/downloads/index.jsp (on the page choose a link with Java included).
Note: On Windows 2008 it's required to run OpenFire with elevated privileges (using [Run as Administrator] command).
Run downloaded setup program on the same computer where FocalScope is installed. Accept all default values during installation process by clicking [Next] on every setup screen.
On the last setup screen ensure [Run Openfire] flag is on and click [Finish].
Note: On every step don't rush OpenFire, always wait until you see "Admin console listening at..." message in it's window.
In the Openfire window click [Launch Admin] button once it gets enabled. Openfire 1st time configuration wizard will then start in a web browser window. Follow prompts of the wizard and click [Continue] to move from screen to screen.
On the "Server Settings" screen of the wizard it's enter "localhost" as the domain, if your domain has a different name during this step, please change it to "localhost".
On the "Database Settings" screen of the wizard ensure that "Embedded database" option is selected.
Accept default values for parameters on rest of wizard pages by clicking [Continue] and on the following screen click [Skip This Step]. No username and password has to be set up for Openfire, the default username admin and default password admin will suffice for our next step.
You may now login to the Openfire console. Use username admin and password admin. Once logged in, close the browser, all configurations will be done in FocalScope NOT in the Openfire console.
Note: On some systems, Openfire may not allow you to login and gives a username or password error. If this happens to you please CLOSE the browser WITHOUT loggin in. This is an error in Openfire, but does not affect integration with FocalScope since we won't be using Openfire console for our configurations. The setup has already completed successfully when you see this final page.
Once the browser closes the Openfire service status box is still open. Please click [Quit]. We will be configuring Openfire as a windows service, when we integrate it with FocalScope. So we need to exit this running instance of the Openfire service.
Before running FocalScope integration wizard make sure to quit OpenFire by clicking [Quit] button in its window. Make sure SQL Browser service is enabled and running and TCP Protocol is enabled for SQL Server instance running FocalScope database. This is necessary for OpenFire to be able to connect to FocalScope database.
To Enable TCP Protocol for the SQL server browser service, launch Windows Start Menu -> Microsoft SQL Server 2008 R2 -> Configuration Tools -> SQL Server Configuration Manager.
Expand the [SQL Server Network Configuration] node, select "Protocols for SQLEXPRESS" and in the right pane enable "TCP/IP".
Enabling TCP/IP on the SQL Server requires you to restart the SQL server. Click [SQL Server Services], right click [SQL Server (SQLEXPRESS)] and select restart.
In Windows Start Menu -> FocalScope Mail -> Enable Openfire integration command.
In FocalScope OpenFire integration wizard accept all default values by clicking [Next] on every screen of the wizard.
Ensure you tick the [Configure OpenFire as a Windows service] tickbox and click [Next] for this and all following prompts.
Go to the server's services page and make sure Openfire service instance exists and is started.
Finally all that remains is testing our Openfire integration by using Jabber in FocalScope. To see how to set-up Jabber and test out the chat feature, see the lesson Create Shared Jabber Groups.
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