2. Customer Process Manager 6.3 for PRPC 6.3 Installation Guide
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Copyright 2012
Pegasystems Inc., Cambridge, MA
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Document: Installation Guide
Software Version: Customer Process Manager™ 6.3
Updated: September 6th
, 2012
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Contents
Preface...... .....................................................................................................4
Intended Audience ........................................................................................................4
Database Administrator Skills.................................................................................4
PegaRULES Process Commander (PRPC) Administrator Skills......................................4
Chapter 1:.. New Customer Process Manager Installations..............................5
Verify Prerequisites .......................................................................................................5
PRPC .......................................................................................................................5
Update PRPC Tables for UTF-8 Encoded Database .........................................................5
Install CPM and Components ..........................................................................................5
Add Tables to the PegaRULES Database.......................................................................5
Run the Import Wizard ..............................................................................................6
Sample Database..........................................................................................................9
Create and Load the Sample Database ........................................................................9
Configure a Connection to the Sample Database ......................................................... 10
Post Installation Steps................................................................................................. 11
Revalidate and Save CPM Association Rules................................................................ 11
Recreate Indexes for CPM Association Rules ............................................................... 12
Install Included Hot Fixes............................................................................................. 13
Verify Your CPM Installation ......................................................................................... 13
Install PegaCHAT ........................................................................................................ 13
Enable Logging for the PegaCHAT Engine ....................................................................... 14
Install PegaCALL CTI ................................................................................................... 14
Chapter 2:.. Installing the PegaCALL CTI Link ...............................................15
Installing PegaCALL CTI Link Engine.............................................................................. 15
Verify Prerequisites ................................................................................................. 15
Install the Java Libraries Required to Connect to Your CTI Platform ............................... 16
Install the PegaCALL ScreenPop ActiveX control .......................................................... 17
Enabling Logging for the CTI Link Engine ................................................................... 17
Purging Older Call Objects........................................................................................ 17
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Preface
This document provides technical guidance for installing the Customer Process Manager™
(CPM) Version 6.3. It does not detail steps that may be necessary to uniquely configure
your solution for use in a specific environment (such as interface configuration and flow
operation modifications).
Intended Audience
This document assumes that the installer has the following skills:
Database Administrator Skills
Creating databases and users in the DBMS that will be used for the deployment (Oracle, MS
SQL Server, or DB2 UDB)
Running database scripts in the DBMS that will be used for the deployment (Oracle, MS SQL
Server, or DB2 UDB)
PegaRULES Process Commander (PRPC) Administrator Skills
Finding and updating rule forms
Using the PRPC System Management Application
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Chapter 1:New Customer Process Manager
Installations
Follow the steps below for a new installation of CPM 6.3 (PegaAppCA:06-03-01). This
procedure also installs the PegaCALL™ and PegaCHAT™ components. To upgrade from a
prior release, refer to document titled CPM 6.3 Upgrade Guide.
Verify Prerequisites
PRPC
Before installing CPM 6.3, you must first install the following:
PRPC 6.3 (Pega-ProcessCommander 06-03-01)
Verify that PRPC 6.3 has been installed correctly before proceeding with the installation.
Update PRPC Tables for UTF-8 Encoded Database
All customers who are installing on a UTF-8 Encoded database should perform the steps
described in the PDN article referenced below before proceeding with the rest of the
installation. If you are not installing on a UTF-8 Encoded database, you can skip this step.
http://pdn.pega.com/devnet/prpcv5/kb/26025.asp
Install CPM and Components
Add Tables to the PegaRULES Database
Run the SQL script as directed below to add CPM, PegaCALL, and PegaApp tables to the
PegaRULES database. Connect as the user for your PEGA database and using the tool of
your choice (e.g. SQLPlus, QueryAnalyzer, Command Center, etc) run the script that
corresponds to your database type:
Database Script
Oracle InstallDDLCPM_ Oracle.sql
MS SQLServer InstallDDLCPM_MSSQL.sql
DB2 InstallDDLCPM_DB2.sql
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Run the Import Wizard
In this step the CPM System Data, RuleSets, Example Data, PegaCALL, and PegaCHAT
Components will be loaded.
1. Access the PRPC system: (http://hostname:port/prweb/PRServlet) and login
using the administrator@pega.com operator (password = install).
2. Click on the Pega button and then select Application > Distribution > Import.
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3. Find the following file on the distribution media and click Next>>:
InstallRuleSetsAndDataCPM_63_Install.jar
4. After the file is uploaded, it needs to be imported. From the Import Wizard tab,
select the above-mentioned file to import and click Next>>.
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5. At this point, the Install jar file will be loaded.
6. After the jar file has been imported, click Next>>.
7. At this point, the rules will be loaded. When the import is completed, click the Done
button and you will be returned to the Developer Portal screen.
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Sample Database
Create and Load the Sample Database
CPM uses a sample database of “customer” information as a starting point for site-specific
implementations.
1. Click on the Pega button and then select the Import link from the Application >
Distribution menu.
2. Find the following file on distribution media and click Upload:
InstallSampleDBCPM_63_SampleDatabase.zip
3. Follow the on-screen instructions to upload and import the sample database files.
4. Create a new user for the database in which you installed PRPC (e.g. SAMPLE).
5. Give this user privileges similar to those that you gave to the database user for
PRPC.
6. Create and populate the sample tables:
Connect to your database as the SAMPLE user using the tool of your choice (e.g. SQLPlus,
QueryAnalyzer, Command Center, etc) and run the script that corresponds to your database
type:
Database Script
Oracle InstallSampleDBCPM_Sample_Oracle.sql
MS SQLServer InstallSampleDBCPM_Sample_MSSQL.sql
DB2 InstallSampleDBCPM_Sample_DB2.sql
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Configure a Connection to the Sample Database
1. Logged into the system as CASysAdmin (password=install), update the Data-
Admin-DB-Name instance named Sample to connect to the database as the
SAMPLE user. It should use a JDBC URL appropriate for your Sample database (click
the Help icon for details).
2. Save the instance.
3. Test the Connection
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Post Installation Steps
Revalidate and Save CPM Association Rules
Follow these steps to revalidate and save the CPM Association rules in your system.
1. Access the PRPC Resaver Utility. Using the Pega button. Navigate to System >
Tools > Validate > Revalidate and Save.
2. Select Rule-PegaCA-Association-CoachingTip from the Type list box.
3. Select MyCoCA from the RuleSet Name list box.
4. Click on the List button.
5. Click the Run button.
6. Repeat steps 2 through 5 for the following
Rule-PegaCA-Association-Dialog
Rule-PegaCA-Association-KnowledgeContent
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Recreate Indexes for CPM Association Rules
In order for Knowledge Content to be displayed at runtime, indexes for these must be
recreated. Follow these steps:
1. From the Developer Portal, search for the following PRPC activity:
RecreateIndexesForClass
2. After the activity is displayed, click the Run button.
3. Execute the rule for the following:
Rule-PegaCA-Association-CoachingTip
Rule-PegaCA-Association-Dialog
Rule-PegaCA-Association-KnowledgeContent
Rule-PegaCA-KnowledgeContent
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Install Included Hot Fixes
Occasionally, CPM will ship recently available hotfixes with the installation media as a
convenience. Check your installation media for a HotFix directory. If one is included,
review each hotfix in the directory and follow the installation instructions in each hotfix zip
file. If there is no HotFix directory in your media, you can skip this step.
Verify Your CPM Installation
To verify correct installation, follow the test procedure as described in the CPM 6.3
Installation Test Procedure document that is included in your CPM distribution media.
Install PegaCHAT
PegaCHAT RulesSets are installed automatically with CPM, but some additional configuration
is required if you plan to use PegaCHAT.
1. Make the configuration changes below to your prweb application:
Note: In Tomcat environments, these files can be found in the prweb/WEB-INF/classes
directory. For WebLogic and WebSphere, you will need to open the WAR or EAR file, make these
changes, repackage and redeploy prresources.
a. Edit the prconfig.xml file and add the following entry
<env name="classloader/publicinterfacepackages" value="com.pega.pegarules.pegachat" />
b. Restart your application server.
2. Configure your chat server environment. For further information, consult the Tech
Note on installing and configuring OpenFire included in the CPM ResourceKit on
your media image:
Tech_Note_PegaCHAT_63_Installing_and_Configuring_OpenFire.pdf
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Enable Logging for the PegaCHAT Engine
To enable logging for the PegaCHAT Engine:
1. Edit the prlogging.xml file. This is located in the same folder as the prconfig.xml
file (e.g. webappsprwebWEB-INFclasses on Tomcat; in the prresources.jar
on WebSphere). For your convenience, the XML snippets used below are provided in
a file chat-logging.xml in the External Components folder in the CPM
distribution.
2. At the end of the appender blocks, add the appender block found in the file
chat-logging.xml in the External Components folder in the CPM distribution
3. At the end of the category blocks, add the category block found in the file
chat-logging.xml.
4. The debug level may be changed by setting the priorityvalue parameter in the
category block, as specified below:
Priority Value Meaning
Error Log error messages only.
Warning Log warnings and errors.
Info Log informational messages, in addition to warnings and errors.
Debug Log debugging information to enable troubleshooting.
5. You must restart your application servers for any changes to take effect.
Consult the PegaCHAT Implementation Guide, included with the CPM Media, for
additional configuration details.
Install PegaCALL CTI
If your implementation uses the PegaCALL CTI Link (previously known as PBX Link), to
integrate with your company’s telephony environment, follow the instructions in the section
titled Installing the PegaCALL CTI Link.
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Chapter 2:Installing the PegaCALL CTI Link
PegaCALL CTI Link enables CPM to work with your telephony environment. PegaCALL
provides two deployment models for CTI Link:
PegaCALL CTI Link Engine: runs within PRPC and supports the Avaya AES, Cisco ICM/CCE,
and Genesys CIM CTI platforms. To install a PegaCALL CTI Link Engine, follow the
instructions in the section Installing PegaCALL CTI Link Engine.
PegaCALL CTI Link Server: runs on a separate Windows server and supports Aspect
Contact Server and the Syntellect CT Connect CTI platforms. Follow the instructions in the
Tech Note entitled Installing PegaCALL CTI Link Server.
To learn more about PegaCALL, please refer to the PegaCALL 6.3 Configuration and
Operations Guide for your CTI platform.
Installing PegaCALL CTI Link Engine
Verify Prerequisites
Before installing the PegaCALL CTI Link Engine, verify that you have:
1. Prepared the telephony environment:
Verified CTI platform versions – PegaCALL 6.3 CTI Link Engine requires Genesys TServer
version 7.0 or higher OR Avaya AES Server version 4.2 or higher OR Cisco ICM or CCE
version 7.0 or higher.
Installed the CTI platform (Avaya AES Server, Cisco ICM, or Genesys TServer) and
configured it to connect to your telephony environment.
Configured and tested your CTI platform to confirm that it successfully connects to and
receives agent and call state events from the PBX/ACD.
2. Prepared the network environment:
Verified network connectivity between the PRPC Server and your CTI Server.
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Install the Java Libraries Required to Connect to Your CTI Platform
Note: The PegaCALL CTI Link Engine does not require any third-party libraries to connect to Cisco ICM
CTI Server. If you use Cisco ICM/UCCE, please skip this step.
Obtain the required third-party libraries:
Avaya
For connecting to the Avaya AES server, the PegaCALL 6.3 CTI Link Engine requires the
Avaya AES Java Telephony API (JTAPI) SDK, release 5.2. Please contact your Avaya
representative to obtain the SDK. Once you have installed the SDK, locate the files
named ecsjtapia.jar log4j-1.2.12.jar and log4j.properties.
Genesys
For connecting to the Genesys TServer, PegaCALL 6.3 CTI Link Engine requires the
Genesys Platform SDK 8.0. Please contact your Genesys representative to obtain the
SDK. Once you have installed the SDK, locate the files named commons.jar,
configurationprotocol.jar, connection.jar, kvlists.jar, protocol.jar, system.jar, and
voiceprotocol.jar.
Copy the files located in the step above to the PRPC node where you wish to install the
PegaCALL CTI Link Engine.
Install the third-party Java libraries on your PRPC node:
1. Click on the Pega button and then select Application > Distribution > Import.
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2. Choose the Java archives (.jar files) that you copied over and import them into the
Customer codeset (which is the default), one at a time, following PRPC prompts.
Note: Import Java archives on only one PRPC node in a cluster. Once a Java archive is imported,
it is stored in the PRPC database and is accessible to every node in the PRPC cluster.
Install the PegaCALL ScreenPop ActiveX control
PegaCALL may be configured to use either an applet or an ActiveX control to deliver events
to the user’s desktop. If you use the ActiveX control, it is automatically downloaded to a
user’s browser when it first accesses the CSR or CSR manager portal. If security settings in
your environment prevent the download of signed ActiveX controls, you may install the
ActiveX using a Windows installer instead. The installer is provided in the
ScreenPopDesktopInstaller.zip file in the ResourceKit folder on your install media.
Enabling Logging for the CTI Link Engine
You should enable logging for the CTI Link Engine to help troubleshoot problems. Refer to
the appendix of the PegaCALL Configuration and Operations Guide for your CTI platform for
instructions.
Purging Older Call Objects
In most environments, older call objects should be purged from the database. PegaCALL
provides an Agents rule that does this. You should configure call object purging on your
system. Refer to the appendix of the PegaCALL Configuration and Operations Guide for your
CTI platform for instructions.
