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Integrating Smart Suite with Spok Go

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This article describes how to integrate Smart Suite with Spok Go. This includes configuring the on-premises gateway and Smart Suite to communicate with each other and pass data to the cloud.

Overview

This article describes the process for integrating Smart Suite with Spok Go to be able to receive WCTP messages. When Spok Go is integrated with Smart Suite, the following information is synced:

  • User Account Details:

    • First Name

    • Middle Name

    • Last Name

    • Title

    • Email Address

      • Only one email at this time, usually the last one entered unless the “Display  Order” settings are used.

      • Will eventually be all emails for a user

Before you Begin

  • Ensure Smart Suite 7.1.2 or higher is used. 
  • Ensure the customer has set up user accounts within Spok Go and Smart Suite.
  • Ensure there is SYSDBA Access to the Smart Suite Oracle Database​.
  • If a customer wants existing Smart Suite users who are currently not pagable to be pagable in the future using Spok Go, they must add message IDs to those users prior to syncing them from Smart Suite to Spok Go.

For detailed information about Smart Suite configuration and requirements for integration with Spok Go, see Smart Suite Integration with Spok Go.

User Accounts

When Smart Suite is integrated to Spok Go, a subset of user account information is accessible so that Smart Suite users can sign in and use Spok Go. Any updates that are made to a user account within Smart Suite are automatically synchronized and accessible in Spok Go. 

All users with an email address in Smart Suite can be synchronized. Only first name, middle name, last name, title, and one email address are accessible within Spok Go.

 You will not see a user in Spok Go until that person has signed in at least once. Signing in creates the user account.

Configure Synchronization of the Console Database to the Cloud

Step 1: Build and Deploy the Gateway

Ensure the on-premises gateway is installed and configured. For more information see, Installing and Configuring the On-Premises Gateway.

Step 2: Create the Smart Suite Integration

Access Spok Go to add a Smart Suite integration.

  1. In Spok Go, click Administration > Integrations and click the Connectors tab.
  2. Click +Connector to add the Smart Suite connector.
  3. In the Connector Details section, enter the following:
    Connector Name Enter a name for the Smart Suite connector.
    Description Enter a description for the Smart Suite connector.
    Type Select Smart Suite from the drop down.
  4. Select the Gateway where the integration will be created.
  5. Click Save to save the connector. The connector is automatically enabled.
  6. Click the connector in the list and click the Enabled Services tab.
  7. Enable the WCTP Service by sliding the toggle.
  8. Click +Instance and enter the following info for the connector:
    Client Address This is the server that is running the daemon that is sending the message. Get the IP Address from Smart Suite WITHOUT ":<port>/WCTP".
    Security Code Enter the WCTP password you are going to use later in Smart Suite.
  9. If you need to edit or delete the WCTP instance, click the vertical ellipses button and select Edit or Delete.
  10. Under Priority mapping from WCTP to Spok Go, select a Spok Go Notification Priority for each WCTP Priority.
  11. After all changes are made, click Save.

For more information on protocol support for WCTP, see Spok Go WCTP Protocol Support.

 

Configure Data Exchange

  1. Click the connector in the list and click the Data Exchange tab.
  2. For Entity Imports select the following:
    1. In Select entities you want to import, click Select All or select the entities individually.
    2. In Select how you want to import that data, select either Manually or Schedule Job. If you select Schedule Job, enter the Start Date, Time, and Frequency.
    3. In Select where you want to import the file, enter the folder path in the SFTP server that is running on the gateway.
      Examples: connector1 or connectorname.
      This must be unique per connector and the path must not be reused.
  3. Enable Entity Exports and enter the URL of the console listener.
    Example: https://10.40.182.35/smartrestservice/restServices/processEvent adjust accordingly if HTTP or a non-standard port is being used.
    The Application Key section then becomes available.
  4. Under Application Key, click Generate Secret Key. Copy and Save this key. This key is only available during connector creation and will need to be recreated if lost. Use this key in the console integration to access the Spok Go public API. For information on where to enter this in the CCS consoles, see that product's integration documentation.
  5. Click Save to save all changes or Discard to discard changes.

 

Below is the order in which the import files will be imported:

  1. Departments
  2. Specialties
  3. Locations
  4. Roles
  5. Devices
  6. Users
  7. Forwarding Status
  8. Care Team Roles
  9. On-Call Groups
  10. On-Call Schedules
  11. Communication Groups

 

 

File Import Specifications

Ensure you followed the specifications for file upload outlined in the following guides. Note that certain versions of each Spok console support specific versions of the Upload spec. These are noted under each spec version.

 

Running the Import/Export 

Now that your Spok Exchange File connector is configured, you can use an SFTP client with the User Name and Password that were previously generated to upload files to the address of one of your Gateway’s VMs using the default port 22.

You can get data about the status of file uploads in the Job Monitor tab. See Job Monitor for details on this feature.

Click the vertical menu CC_kebab_icon.png next to the desired Spok Exchange File connector and select an option based on the action you need:

Run Import

For connectors using a schedule, this will run the job immediately instead of waiting for the normal scheduled import. For a connector where it is configured to be manually triggered, this is the only way to start a job.
Run Export This option is currently unavailable.
Delete

Deletes the selected connector.

To bulk delete multiple connectors, click the box next to the desired connectors, use the dropdown next to the select all box, and select Delete.

You can also delete a connector from the configuration tab for that connector.

An error displays if the delete fails.

 

 

 

 

 

 

Using the CLI Tool

This command-line interface supports the creation of a CSV file that provides the mapping between the SpokGo entity id and the Console entity id.

These steps should be followed by implementers once the Spok Go On-Premises Gateway and the Console connector are created.

  1. The CLI tool uses a configuration file. Use the information obtained in the Configure Data Exchange section. The file needs to have the following json format. A template of this format is also available within the CLI tool's download folder.

    {
      "ServiceName": "public-api",
      "AwsRegion": "us-east-1",
      "EnvironmentBaseUrl": "https://localjohnson-publicapi.spokdevdir.spokci.com/",
      "ApiKey": "HxtKD5bS3g9m5bqT1e3hylNRJ8OEOk28wSfq1XJ9",
      "SecretId": "sp08kaaxMHmWwOSmUasBeQnhrR9JQ",
      "SecretValue": "He288gqplmbNcArbj9EySrkw2c1r2y1015d+5Fd5GvA=",
      "BatchSize": 1000,
      "RetryAttempts": 3,
      "RetryDelay": 2
    }

    ServiceName

    		 The public-api
    AwsRegion AWS region is which the SpokGo environment is hosted.
    EnvironmentBaseUrl The base URL of the Public API in the SpokGo environment.
    APIKey The Key Identifier from the Application Key section of the Connector Management page.
    SecretId The Secret Identifier from the Application Key section of the Connector Management page.
    SecretValue The Secret Key from the Application Key section of the Connector Management page.
    BatchSize The number of records the CLI Tool will query in each request.
    RetryAttempts Total number of retry attempts the CLi tool will make upon receiving a HTTP StatusCode : 429 TOO MANY REQUESTS
    RetryDelay Number of seconds between each retry attempt. It uses a exponential backoff + jitter for the retry logic.
  2. Once the file has been created, run the command for the tool:
    consolebootstrapper  [-f --file <configuration.json>]

    This command provides a way for the tool to connect to the Public API, download the data, and create a csv file. The csv file will be created in the current folder with the following naming convention:
    spokgo-extract-xxxxx.csv
  3. Once the csv file is created, follow the steps for the integrated console to import the data. These steps can be found here:
    Implementing Smart Suite with Spok Go
    Spok Console Integration with Spok Go

Disable the Connector

If you need to disable the connector perform the following.

  1. Click the connector in the list.
  2. Click the slider to disable the connector.

Delete the Connector

If you need to delete the connector perform the following.

  1. Click the connector in the list.
  2. Click Delete this connector permanently. This will permanently delete the connector so be sure only to select this if the connector is not needed.

Step 3: Configure the WCTP Out Settings in Smart Suite

  1. Determine the password you will use to secure WCTP communication. Record this password for later use when generating an encrypted password for the Smart Suite configuration and for the securityCode in the Configure WCTP section.
  2. Manage the certificate.

    1. Export the public key of the certificate that was loaded on the gateway to enable HTTPS to a *.PEM format file.

    2. Copy the *.PEM file that is created onto the Smart Suite app server’s file system.

  3. Sign in to the Smart Suite app server as a Super User.

  4. At the Linux command line, using the password from earlier, type /home/amcom/bin/encrypt.sh and press Enter. Enter the password. An encrypted password is displayed. Copy and paste the encrypted password into a text file for later use.

  5. At the Linux command line, enter /home/amcom/bin/serviceMenu.sh
    For more information on using the service Menu Tool, see the Using the Smart Suite Service Menu Tool document.

    1. Add a wctp_in process, noting the instance number used.

    2. Add a wctp_out process, noting the instance number used.

    3. Exit the serviceMenu.

  6. Open the /home/amcom/wctp_in.ini file in a text editor.

    1. Locate the section corresponding to the wctp_in process that was created.

    2. Add an unused, non-SSL port number as the NETWORK PORT NUMBER.
      For example: 8989

    3. Save the file.

    4. Restart the wctp_in service you just updated.

  7. Open the /home/amcom/wctp_out.ini file in a text editor.

    1. Locate the section corresponding to the wctp_out process that was created.

    2. For the Password Field Name enter "securityCode". This is case sensitive.

    3. For the SENDER ID field, enter the value using the following format:
      <IP address of the Smart Suite application server>:<port>/WCTP

      Note that the <port> should match the port that you configured as the NETWORK PORT NUMBER earlier.
      For example: 192.0.1.43:8989/WCTP.

    4. Save the <IP address or domain> portion of the SENDER ID for later use in the Configure WCTP section.

    5. For the SENDER PASSWORD field, enter the encrypted password from earlier.

    6. Change the FORMAT CALLBACK NUMBER from "T" to "F"

    7. Update the CERTIFICATE FILE NAME with the full path, including file name, of the *.PEM file from earlier.

    8. Ensure that the SSL PROTOCOL VERSION is TLS 1.2 or higher.

    9. Save the file.

    10. Restart the wctp_out service you just created.

  8. Ensure that the Linux system’s firewall is configured to allow traffic into the <port> that was configured as the NETWORK PORT NUMBER:
    firewall-cmd --zone=public --add-port=<port>/tcp --permanent
    service firewalld restart

Step 4: Configure Paging Options in Smart Center

Within Smart Suite, devices need to be created so they can be assigned by Spok Go automatically.

For more detailed information about Smart Suite configuration for integration with Spok Go, see Smart Suite Integration with Spok Go.

  1. Sign in to Smart Center.
  2. Click Setup > Pager Setup > Pager Models.
  3. Click Enter to search for existing Pager Model entries.
  4. Ensure that an "ALPHA" Pager Model record exists, or create one if needed.
  5. Click Setup > Pager Setup> Pager RCC.
  6. Click Esc to leave query mode.
  7. For the RCC field, enter a name such as Spok_Go.
  8. For the Connection type field, enter Network.
  9. For the Server Name field, enter the FQDN or IP address of the load balancer for the on-premises gateway. (Do not include “https://” Protocol.)
  10. For the Port number, enter 443.
  11. For the Path, enter WCTP.
  12. For the Protocol, enter HTTPS.
  13. Click File > Save.
  14. Close the window.
  15. Click Setup > Pager Setup> Pager Class of Service.
  16. Click Esc to leave query mode.
  17. For the COS field, enter Spok_Go_WCTP (or the same value that was used to name Spok Go’s Pager Class of Service in Smart Center).
  18. For the Protocol field, enter WCTP.
  19. For the RCC field, enter the RCC name you entered above (Spok_Go).
  20. For the Callback # field, enter 1.
  21. For the Process ID, enter the instance ID for the daemon that was previously used.
  22. Click File > Save. A warning displays.

  23. Click OK on the warning and close the window.

Optional Step: Associate Spok Go User IDs as pagers for Smart Suite Users

These users will not have pager IDs auto-added. To manually add a pager ID to these users, see Manually Add Pager IDs below.

 

Manually Add Pager IDs (optional steps)

Use these steps to manually assign a pager ID to users who previously did not have one and that have not be synced to Spok Go.

  1. Get the User ID from Spok Go.
    1. Click the Administration icon.
    2. Click the user account. An edit screen is displayed.
    3. Click the Access and Identity tab.
    4. View and copy the Spok ID.
  2. In Smart Center, click Admin > Pager Admin > Pagers.
    1. Click Esc to leave query mode.
    2. For the Pager ID field, enter the user ID of the Spok Go user copied in step 1d.
    3. For the COS field, enter Spok_Go_WCTP.
    4. For the Model field, enter ALPHA.
    5. Click File > Save.
    6. Close the window.
  3. In Smart Center, click Admin > Listings.
    1. Click Esc to leave query mode.
    2. For the First field, enter a first name.
    3. For the Last field, enter a last name.
    4. For the Messaging ID field, click F3 to allow the system to auto-assign the next available ID.
    5. Click the Pagers tab at the bottom of the window.
    6. For the Order field, enter the next available number (including 1 if this is the first pagable device for the user).
    7. For the Pager ID field, enter the user ID of the Spok Go user copied in step 1d in the following format: “User_user ID”.
      Note that other Spok Go entities that can be messaged via WCTP include Care Team Roles (ex: “Role_role ID”) and Message Groups (ex: “Group_group ID”).
    8. Click Save.
  4. Click the Messaging tab at the bottom of the Listings form.
    1. Change the status to 2.
    2. Click Save.

Step 5: Send a Message to a Spok Go User

Follow these steps to send a message to a Spok Go user.

  1. Open the console and click Paging.
  2. Search for the Spok Go user that you created by entering the messaging ID assigned to them.
  3. Click the pager icon.
  4. Enter a message and click Send Message.
  5. Verify the user receives it on their Spok Go device. 
  6. Open the console.

WCTP Status

Smart Suite to Spok Go supports machine-level responses for successful messages that include Delivered and Read. Failed messages return error statuses with error codes that are relevant to the reason for the error.