August 2014 Oracle Service Cloud Infrastructure Requirements...

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1 Welcome, Aaron MY SITE TOOLS MY ACCOUNT LOGOUT Products Developers Customers Idea Lab Support Search Support Knowledge Base Advanced Search Welcome LiveLOOK Customers. Please visit the LiveLOOK Welcome Center for information regarding LiveLOOK and Oracle Service Cloud support. August 2014 Oracle Service Cloud Infrastructure Requirements Answer ID 6891 Last Review Date 11/10/2014 What are the requirements to run the Oracle Service Cloud August 2014? Purpose This guide is intended to assist in the initial deployment and proactive maintenance of your Oracle Service Cloud implementation. Adherence to the requirements and guidelines laid out in this document will help to ensure optimal performance and stability of your Oracle Service Cloud deployment. Service Cloud architecture, deployment method, network requirements, workstation requirements, workstation configuration, and Terminal Server configuration requirements are covered herein. Please see our knowledge base at for updates or in depth details in each of these areas. Click the next to the appropriate heading below to expand that section for view. Oracle Service Cloud Architecture The Oracle Service Cloud application is a rich Internet application utilizing a standard 3-Tier architecture consisting of the following: Client Tier: The client tier consists of a.net Client application that presents content received from the application tier. The client tier communicates with the application tier through the Internet via Hypertext Transfer Protocol (HTTP) or Hypertext Transfer Protocol with Secure Socket Layer (HTTPS). Application Tier: The application tier provides the business logic for the Oracle Service Cloud product and communicates data from the database tier to the client tier. This tier resides on web server farms located in Oracle data center facilities. Database Tier: At the base of the application is the database tier, consisting of the database management system that manages the database containing the data users create, delete, modify, and query. Deployment Method The Oracle Service Cloud application is deployed using Microsoft s ClickOnce Technology and therefore is a Web-based Deployment. To deploy, an agent navigates to the appropriate deployment URL, for example: Selecting 'Install Oracle Service Cloud' on the launch page deploys the application under their Windows Profile for the agents use. Note, once the application is deployed, it is no longer necessary to navigate to the launch page. Instead, Oracle Service Cloud application can be started from the Windows Start menu. Windows Profiles: Deployment of the Oracle Service Cloud application in non-roaming and non-mandatory profiles environments is fully supported. Roaming Profiles: The Oracle Service Cloud application is deployed using the Microsoft ClickOnce technology. This technology is not supported by Microsoft with roaming profiles. For details see Roaming Profiles 1 of 8 11/18/14, 11:34 AM

2 Mandatory Profiles: ClickOnce deployment is precluded when a mandatory Windows profile is detected since Microsoft's ClickOnce technology utilizes the user's Windows profile as the deployment file destination. For details see Mandatory Profiles Network Requirements As the Oracle Service Cloud application is web services based, the corporate network plays an essential role in the efficient and consistent connectivity to the application. The following items should be considered when implementing the Oracle Service Cloud application: Bandwidth: Data payloads of the application differ greatly depending upon the implementation. Data requests and responses are also directly related to agent activity types and usage. Since transaction times will be directly proportional to the bandwidth available to the CX application; regular bandwidth utilization monitoring should be done in production environments to facilitate the tuning of the amount of bandwidth provisioned and its optimal utilization. For satisfactory performance, a high-speed Internet connection is required. Dial-up connections are not supported. The information below provides general guidelines for the network bandwidth to the Internet for the Oracle Service Cloud application. Please also consider other application requirements and general user Internet use when determining overall bandwidth needs. As a recommended minimum, 25kbps (kilobits per second) should be dedicated per concurrent logged in agent. Application averages show that payload requests can range from 1-50KB each, with maximums reaching 100KB - 2MB. Single agent utilization may average 1-10kbps in five minute intervals, but may burst well beyond this in shorter intervals. If your network utilizes a private WAN (typically over multiple call centers) specified bandwidth must be available throughout the entire network path; that is from the Internet to the Private WAN to the LAN and to the agent s workstation. Round Trip Time (RTT): Your network connectivity to the Oracle data center (either Internet or private WAN) must consistently provide less than a 250 ms round trip time (RTT) and less than 1% packet-loss. Where possible, your IT/IS staff should work to minimize WAN / Internet latency to ensure proper application performance. Network Appliances (including Proxy Devices, Firewalls, and Content Filters): The customer network administration team must ensure that all communication between the Oracle Service Cloud application and the Oracle hosted servers is allowed, in an unrestricted manner, through all levels of the customer network. All network appliances must be configured to allow all traffic between the client workstations and the following domains to occur in an unrestricted manner: *.custhelp.com *.rightnowtech.com *.rightnow.com *.rnttraining.com *.livelook.com and *.livelook.net (for co-browse functionality) *.birst.com (for Enterprise Analytics functionality) *.hivelive.com (for Oracle Social functionality) *.rnengage.com Applicable network appliances include the following (but are not limited to): Gateways Routers Hubs Bridges 2 of 8 11/18/14, 11:34 AM

3 Switches Proxy Servers Firewalls Load Balancers Important notes: Firewalls must be configured to allow traffic on HTTP port 80 and HTTPS port 443 for the domains listed above. Proxy servers must be configured with authentication and caching exclusion rules for each of the domains listed above. Deployment will not occur successfully when Proxy authentication other than NTLM is in place. If using Chat service, note that your proxy server must not recognize any of the Oracle Service Cloud Chat packets entering or exiting your network. Customers using HTTP / IP proxy devices, either directly or indirectly, must ensure that these devices are configured to exclude Oracle Service Cloud application traffic from any caching operations. These devices include but are not limited to: Traditional proxy server (PC server or dedicated appliances) Content caching/acceleration devices Local content filtering/inspection appliances Hosted content filtering and inspection services, including anti-virus Internet security applications. Quality of Service (QoS) Packet-Shaping Policies: If your networks have QoS / packet-shaping policies implemented, the Oracle Service Cloud application should be considered a performance-sensitive application and accordingly given appropriate priority to ensure maximum performance. If your organization has not instituted QoS/packet-shaping policies, you should consider the economic advantages of grooming network traffic to provide priority applications, such as your Oracle Service Cloud application, sufficient access to network resources. Whenever possible, customer LAN / WAN connectivity should be groomed to match generally-accepted VOIP standards of: Less than 250ms round trip time (RTT), Less than 5% latency jitter, Near-zero packet-loss, Appropriate / consistent Layer-2/3 QoS policing. Wide Area Network / Internet Load Balancing: Wide area network (WAN) and internet load balancing must be performed in a per-session manner for Oracle Service Cloud traffic. Per-packet load balancing often leads to out of order packet delivery which will result in degraded performance of your Oracle Service Cloud application and may destabilize the application. Oracle Service Cloud Wireless: Wireless application protocol version 2.0 (WAP 2.0) is required for Oracle Service Cloud Wireless. Security: Viruses, adware, and spyware can affect the performance of your workstation and Oracle Service Cloud products. We recommend that workstations have a firewall, anti-virus software, and spyware/adware-detection software. However, exclusions should be in place for the RightNow.CX.exe process in order to avoid potential conflicts and/or interference with the Oracle Service Cloud console. Workstation Requirements The information in the workstation requirements section outlines the minimum specifications required for using the August 2014 release of Oracle Service Cloud application and all of its components 3 of 8 11/18/14, 11:34 AM

4 Hardware Requirements Table 1: Workstation Hardware Requirements Workstation Type Memory CPU Hard Disk 1 Agent Recommended: 2 GB 1.5 GHz or greater 2 GB free Administrator Recommended: 2 GB 1.5 GHz or greater 2 GB free 1 For Terminal Server users, the hard disk space must be available on the server for use by the client. Important! The memory requirements listed in the above table are suitable for workstations running only Oracle Service Cloud. These baseline memory requirements were calculated using an average, non-customized site and provide the minimum memory necessary for running an unloaded client for that particular Operating System. Adding complex elements to your workspaces, such as browser controls and large reports, will increase the memory footprint consumed for each object. Performing actions and leaving objects open inside the client will consume additional memory, while closing objects will allow that memory to return to the operating system for reuse. Running additional applications on your workstation will also limit the amount of memory available. If your workstation will feature any such additional resource-consuming needs or requirements, be sure to increase your memory accordingly. We strongly encourage performance testing to determine the workstation memory required for your deployment. Video Requirements For workstations running Windows 7 and Internet Explorer versions 10 or newer, a dedicated video card with a minimum of 1 GB of memory is required. Integrated graphics or graphic chips using shared graphics memory cannot be substituted for this requirement. Or workstations with integrated graphics chips, must have current video drivers which include WDDM 1.1 drivers. Please check with the graphic card's OEM for driver updates. For workstations running Windows 8.1, integrated graphics or graphic card drivers must include a driver catalogue with Windows 8.1, WDDM 1.3 drivers. Please check with the graphic card's OEM for compatibility with Windows 8.1 WDDM requirements. Answer ID 6762: Changes to Oracle Service Cloud Workstation Specifications for Windows 8.1 Workstation display settings The following display settings are required for staff member and administrator workstations: Minimum screen area: 1024 by 768 pixels Font size: Small fonts or normal size (96 dpi) Workstation Operating Systems Staff member and administrator functions are supported on the following workstation operating systems. No other workstation operating systems are supported for this release. Table 2: Supported Workstation Operating Systems Operating System Required Service Pack (SP) 32-Bit Version Supported 64-Bit Version Supported Windows 8.1 (Professional and Enterprise editions) Windows 7 (Professional, Enterprise and Ultimate editions) Windows Server 2008 R2 (Standard edition) NA Yes Yes SP 1 Yes Yes SP 1 Yes Yes 4 of 8 11/18/14, 11:34 AM

5 Important! On Windows Server 2008, Enhanced Security Mode cannot be enabled in Internet Explorer. Supported versions include Enterprise, volume licensing..net Framework Staff and administrator workstations require and must support.net Framework Version 4.0 (either the full version, or Client Profile and Extended components) or.net Framework Version 4.5. If a staff or administrator workstation does not have the supported.net Framework version installed, the installer will prompt you to download and install it. (This requirement does not apply to the Accessibility Interface.) Web browsers In order for the Oracle Service Cloud application to deploy and update as designed, Internet Explorer 8.0, 9.0, 10.0, or 11.0 must be installed on the workstation and set as the default browser with cookies enabled and the browser text size to Normal. Using versions of web browsers that are not listed will result in malfunction. Table 3: Web Browser Version Requirements for PCs User Internet Explorer Chrome Firefox Safari Staff members & agents 8.0, 9.0, 10.0, 11.0 NA NA NA Important! Co-browse agents must have Sun Java browser plug-in version 1.6.0_24 or newer Co-browse customers must have Sun Java browser plug-in version or newer Oracle Tap For specifications and support related to the Oracle Tap mobile agent application, visit WebDAV clients The native WebDAV clients and WebDrive are supported for the following operating systems and applications. WebDAV clients are used with Customer Portal. Windows 7 (SP 1) Windows 8.1 Mac OS X Cyberduck Dreamweaver CS 5.5 (Customer Portal Framework v2 only) Microsoft Office The following versions of Microsoft Office are supported for use with Oracle Service Cloud. Microsoft Office 2007 (32-bit) Microsoft Office 2010 (32-bit and 64-bit) Microsoft Office 2013 (32-bit and 64-bit) Clients By default, messages sent by Oracle Service Cloud use the ISO character set; however, the character set is configurable for each interface. messages are sent using quoted-printable encoding, and encoding is not configurable. clients used to read messages sent by Oracle Service Cloud must support the same character set and encoding or unexpected results may occur. We test the following clients. Apple Mail Gmail Hotmail Outlook 2007, 2010, and 2013 Yahoo 5 of 8 11/18/14, 11:34 AM

6 Note: Oracle Service Cloud does not support Lotus Notes for . Citrix XenApp Use of Citrix XenApp is supported on the following operating systems, using the Citrix XenApp Plugin version Refer to the Workstation Operating Systems section for required service packs. Table 6: Supported Server XenApp and Windows Server Combinations Citrix XenApp Version../ XenApp 5.0 Platinum Edition XenApp 6.0 Platinum Edition XenApp 6.5 Platinum Edition...is supported on Windows Server version Windows Server bit Windows Server 2008 R2 64-bit Windows Server 2008 R2 64-bit Important! Please contact us at for assistance with deploying the Oracle Service Cloud application via Citrix XenApp. Please use the subject line, "Citrix Deployment Assistance". We strongly encourage load testing to determine the per user CPU and memory requirement when running Oracle Service Cloud. Please refer to the application hardware requirements at the beginning of this guide to assist in determining per user hardware requirement. Outlook integration is supported only if Microsoft Outlook and Oracle Service Cloud are installed on the same Citrix XenApp server. About Citrix Ready Citrix Ready is a product verification program that allows partners to validate their product, solution, or service as compatible with Citrix. All products featured in the Citrix Ready have completed verification testing, thereby providing confidence in joint solution compatibility. Learn more at: VM Ware vsphere Deployment of the Oracle Service Cloud application is fully supported on virtual workstations and servers created and delivered using VMware vsphere Version and Those workstations must match the supported operating systems, browsers, and other requirements. Workstation Configuration The Oracle Service Cloud application is deployed and updates using Microsoft s ClickOnce Technology and as such does not require Administrative rights to deploy or update on a workstation. Deployment and updating the Oracle Service Cloud application requires that Microsoft s Internet Explorer is installed and set as the default browser on the workstation. See below for required Internet Explorer browser settings. Workstation Browser Settings: 1. Verify Browser Encoding Settings: Internet Explorer > View > Encoding Auto-select - Not selected Western European ISO - Selected 2. Verify correct browser caching: Start > Control Panel > Internet Options > General Tab > Settings Button Check for newer versions of stored pages - Every visit to the page 3. Verify Browser Security Settings: Start > Control Panel > Internet Options > Security Tab > Internet (Globe Icon) Selected OR Trusted Sites Zone > Custom Level Button.Net Reliant Framework Downloads Miscellaneous Run components not signed with Authenticode - Prompt (Required) Run components signed with Authenticode - Enable File Download - Enable Access data sources across domains - Prompt or Enable Allow scripting of Microsoft web browser control - Enable Allow webpages to use restricted protocols for active content - Enable or Prompt Allow script-initiated windows without size or position constraints - Enable 6 of 8 11/18/14, 11:34 AM

7 Scripting Display mixed content - Enable or Prompt Launching of programs and files in an IFRAME - Enable or Prompt Navigate windows and frames across different domains - Enable or Prompt Userdata persistence - Enable Web sites in less privileged web content zone can navigate into this zone - Enable or Prompt (Required) Active Scripting - Enable or Prompt Allow programmatic clipboard access - Enable Scripting of Java Applets - Enable 4. Verify Browser Connection Settings: Start > Control Panel > Internet Options > Connections tab > LAN Settings Automatically Detect Settings - Unchecked (Recommended) 5. Verify Advanced Browser Settings: Start > Control Panel > Internet Options > Advanced Tab Disable Script Debugging Browsing HTTP 1.1 Settings International Security Disable Script Debugging (IE) - Unchecked (when troubleshooting) Display notification about every script error - Checked (when troubleshooting) Enable third-party browser extensions - Checked Use HTTP 1.1 through proxy connections - Checked Send UTF-8 URLs - Unchecked Use SSL Checked (for sites using SSL) 6. Verify cookies are enabled (Accessibility Interface Only) Starting with Oracle Service Cloud version May 2012, the Accessibility Interface requires that your web browser accept cookies for your site's URL. This change was made for security purposes and cannot be overridden. There are multiple methods for enabling cookies for a specific site. Determining which method best fits your security policy while still allowing cookies should be left to the discretion of your network security team. Cookie Use & European Cookie Legislation: Please see the link below for details on cookie use and information on the EU Cookie Legislation, if you have any questions around this please contact your sales representative. Oracle's use of cookies within its products Microsoft Terminal Server Configuration Use of Terminal Server is supported on Windows Server 2008 R2 operating system (refer to the Workstation Operating Systems section for required service packs). The Windows network should be configured to use Active Directory. We strongly encourage load testing to determine the per user CPU and memory requirement when running Oracle Service Cloud. Please refer to the application hardware requirements at the beginning of this guide to assist in determining per user hardware requirement. Windows server hardware and software requirements are dependent on installation and usage. For information about Terminal Server capacity planning, refer to: The Terminal Server client connection settings should be set to always prompt for password when logging in. All users must have full-access permissions to all Oracle Service Cloud directories on the server. We recommend creation of a new group on the server, and all users should be assigned to that group. This will allow permissions to be assigned to only those users who need them. For Windows Server 2008/R2: 7 of 8 11/18/14, 11:34 AM

8 The following directories and their sub-folders must have full-access permissions. /%USERPROFILE%/AppData/Local/ /%USERPROFILE%/AppData/Roaming Note: These directories must have full access for all Oracle Service Cloud deployment methods. The Supported Customer Platforms Guide for August 2014 can be accessed from Answer ID 6847: Oracle Service Cloud August 2014 Supported Customer Platforms. Ask Support Answers others found helpful Oracle RightNow CX May 2014 Environment Configuration Guide Documentation for Oracle Service Cloud Products Oracle RightNow CX February 2014 Environment Configuration Guide Oracle RightNow CX November 2013 Environment Configuration Guide Oracle RightNow CX August 2013 Environment Configuration Guide Previously viewed answers Popular Answers About System Requirements System requirements to run Oracle RightNow products August 2014 Documentation Overview Documentation for Oracle Service Cloud Products Using SSL and your own domain name in the URL for a hosted site Comments (1) Amanda Jo 10/30/ :57 AM "Video Requirements For workstations running Windows 7 and Internet Explorer versions 10 or newer, a dedicated video card with a minimum of 1 GB of memory is required. Integrated graphics or graphic chips using shared graphics memory cannot be substituted for this requirement. Or current video drivers which include WDDM 1.1 drivers. Please check with the graphic card's OEM for driver updates." I was told by David Olson that the video card is recommended by Microsoft. So is it required for installation or recommended for optimal performance? Also, there is a sentence fragment "Or current video drivers which include WDDM 1.1 drivers." Is this also not a substitution? Post a Comment Reply Flag as Inappropriate Rate It: 2014 Oracle Corporation and/or its affiliates. Privacy Terms of Use About All rights reserved. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. 8 of 8 11/18/14, 11:34 AM