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1 RightNw Envirnmental Cnfiguratin Guide Purpse This guide is intended t assist in the initial installatinn and practive maintenance f yur f yur RightNw May 09 implementatin. Adherence t the guidelines laid ut in this dcument will help t ensure ptimal perfrmance and stability f yur RightNw deplyment. Prduct architecture, netwrk requirements, wrkstatins cnfiguratin requirements, installatin methdlgies, netwrk maintenance, and wrkstatin trubleshting are each cvered herein. Please see ur knwledge base at fr updates in each f these areas. RightNw Architecture The RightNw applicatin is a rich Internet applicatin utilizing a standard 3-Tier architecture cnsisting f the fllwing: Smart Client Tier: The client tier cnsistss f a.net Smart Client applicatin that presents cntentt received frm the applicatin tier. The client tier cmmunicates with the applicatin tier thrugh the Internet via Hypertext Transfer Prtcl (HTTP) r Hypertext Transfer Prtcl with Secure Scket Layer (HTTPS). Applicatin Tier: The applicatin tier prvides the business lgic fr the RightNw prduct and cmmunicates data frm the database tier t the client tier. This tier resides n a web server. Database Tier: At the base f the applicatin is the database tier, cnsisting f the database management system that manages the database cntaining the dataa users create, delete, mdify, and query. page 1 f 12

2 RightNw Envirnmental Cnfiguratin Guide Netwrking Requirements and Recmmendatins As the RightNw applicatin is web services based, the crprate netwrk plays an imprtant rle in the efficient and cnsistent cnnectivity t the applicatin. The fllwing items shuld be cnsidered when implementing the RightNw slutin: Bandwidth: Fr satisfactry perfrmance, a high-speed Internet cnnectin is required. Dial- bandwidth t the Internet. As a recmmendedd minimum, 25kbps (kilbits per secnd) must be dedicated per cncurrent lgged in agent. Fr example, if there are 20 agents lgged in, a minimum f 500kbps f up cnnectins are nt supprted. The infrmatin belw prvides guidelines fr the netwrk dedicated WAN / Internet bandwidth must be available fr the RightNw applicatin. As an example, based n the abve recmmendatin, a T1 line will supprt apprximately 60 cncurrent agents, depending upn the particular implementatin & the usage patterns f the agents in questin. Regular bandwidth utilizatin mnitring shuld be dne in prductin envirnments t facilitate the tuning f the amunt f bandwidth prvisined and its ptimal utilizatin. If yur netwrk utilizes a private WAN (typically ver multiple call centers) specified bandwidth must be available thrughut the entire netwrk path; that is frm the Internet t the Private WAN t the LAN and t the Agent wrkstatin. Rund Trip Time: Yur netwrk cnnectivity t the RightNw data center ( either Internet r private WAN) must cnsistently prvide less than a 300ms rund trip time (RTT) and less than 1% packet-lss. Where pssible, yur IT/IS staff shuld wrk t minimize WAN / Internet latency t ensure prper applicatin perfrmance. Netwrk Appliances (including Prxy Devices, Firewalls, and Cntent Filters): The custmer netwrk administratin team must ensure that all cmmunicatinn between the RightNw client applicatin and the RightNw hsted server is allwed, in an unrestricted manner, thrugh all levels f the custmer netwrk. All netwrk appliances must be cnfigured t allw all traffic between the client wrkstatins and the fllwing dmains t ccur in an unrestricted manner: *.custhelp.cm *.rightnwtech.cm *.rightnw. cm *.rnttraining.cm *.livelk.cm page 2 f 12

3 RightNw Envirnmental Cnfiguratin Guide Applicable netwrk appliances include the fllwing (but are nt limited t): Gateways Ruters Hubs Bridges Switches Prxy Servers Firewalls Lad Balancers Prxy servers must be cnfigured with authenticatin and caching exclusin rules fr each f the dmains listed abve. Firewalls must be cnfigured t allw traffic n HTTP prt 80 and HTTPS prt 443 fr the dmains listed abve. Custmers using HTTP / IP prxy devices, either directly r indirectly, must ensure that these devices are cnfigured t exclude RightNw applicatin traffic frm any caching peratins. These devices include but are nt limited t: Traditinal prxy server (PC serverr r dedicated appliances) Cntent caching/acceleratin devices Lcal cntent filtering/inspectin appliances Hsted cntent filtering and inspectin servicess Quality f Servicee (QS) Packet-Shaping Plicies: If yur netwrks have QS / packet- a shaping plicies implemented, the RightNw applicatin shuld be cnsideredd perfrmance-sensitive applicatin and accrdingly given apprpriate pririty t ensure maximum perfrmance. If yur rganizatinn has nt instituted QS/packet-shaping plicies, yu shuld cnsider the ecnmic advantages f grming netwrk traffic t prvide pririty applicatins, such as yur RightNw applicatin, sufficient access t netwrk resurces. Whenever pssible, custmer LAN / WAN cnnectivity shuld be grmed t match generally-accepted VOIP standards: Less than 250ms rund trip time (RTT), Less than 5% latency jitter, Near-zer packet-lss, and Apprpriate / cnsistent Layer-2/3 QS plicing. page 3 f 12

4 RightNw Envirnmental Cnfiguratin Guide Wide Area Netwrk / Internet Lad Balancing Wide area netwrk (WAN) and internet lad balancing must be perfrmed in a per-sessin vs. a per-packet manner fr RightNw traffic. Per-packet lad balancing ften leads t ut f rder packet delivery which will result degraded perfrmance f yur RightNw applicatin and may result in its decreased stability. page 4 f 12

5 RightNw Envirnmental Cnfiguratin Guide Wrkstatin Requirements and Recmmendatins The RightNw slutin cnsists f a.net Smart Client applicatin that is autmatically installed and updated frm the RightNw site. In additin, the Management and Cnfiguratin prtins f the applicatin require the Micrsft Internet Explrer Web Brwser. The fllwing items are recmmended t maximize applicatin perfrmance. These are listed in additin t the wrkstatin requirements published n the RightNw supprt website. Hardware Cnfiguratin: The minimum hardware recmmendatins fr the staff member wrkstatin listed in Table 1 are fr RightNw applicatins. Thesee recmmendatins d nt include the additinal disk space required fr perating system swap space (refer t the perating system dcumentati n) r ther applicatins simultaneusly running n the wrkstatin. Table 1: Minimum Wrkstatin Hardware Recmmendatins Wrkstatin Type Agent Memry Min: 512 MB Recmmended: 1 CPU Minimum: 700 MHz Hard Disk 50 MB free with 512 MB virtual memry GB Recmmended: - 1 GHz GHz Administratr (has access t management and cnfiguratin pages) Min: 512 MB Recmmended: 1 GB 1.5 GHz 50 MB free with 512 MB virtual memry *Required free hard drive space will vary depending n database size and file attachments. Operating Systems: Supprted perating systems are listed in RightNw answer Select the link fr the apprpriate versin. Nte that newer versins f RightNw have deprecated supprt fr lder perating systems. Wrkstatin Display Settings: T view RightNw windws, cnsles, and panels, yu must cnfigure the display prperties f yur wrkstatin t display a minimumm screen area f 1024 by 768 pixels with the small fnts r nrmal size (96 dpi)..net Framewrk: RightNw staff and administratr wrkstatins require and must supprt.net Framewrk Versin 3.5 f the.net framewrk. If the.net Framewrk is nt installed n a given wrkstatin prir t the installatinn f the RightNw slutin, the user will be prmpted t dwnlad and install the.net Framewrk befre the installatin can prceed. Nte thatt.net Framewrk 3.5, 2.0, and 1.1 versins can c-exist n a given page 5 f 12

6 RightNw Envirnmental Cnfiguratin Guide wrkstatin, therefre enabling the mass installatin f the 3.5 versin prir t the deplyment f RightNw 8 with n disruptin t the RightNw 7.X implementatin. Web Brwsers: The RightNw slutin requires a PC versin f Micrsft Internet Explrer. Such users must have Internet Explrer set as their default brwser. Table 3 shws Internet Explrer versin requirements. Fr end-user web brwser recmmendatins, refer t Answer ID 31 at /rightnw.custhelp.cm. Table 3: Internet Explrer Versin Requirements Internet Explrer Versin 6.0 ( SP 1 r newer) r 7.0 Additinal Requirements: If yu are using RightNw Live r RightNw Sales, refer t Table 5 fr sftware and hardware requirements. Thesee requirements are in additin t the wrkstatin recmmendatins listed abve. Table 5: Additinal Requirements User Additinal Requirements RightNw Live Agent Java brwser plug-in Versin 1.5.0_02 Sales Qutes Staff Member Micrsft Wrd 2000 r newer (merging qutes nly) Discnnected Access Staff - Minimum f 500 MB free hard disk space Member - Minimum 1.5 GHz prcessr - High-speed Internet cnnectin fr synchrnizing page 6 f 12

7 RightNw Envirnmental Cnfiguratin Guide Wrkstatin Settings (Required fr RightNw Administratrss Only): Several settingss are marked fr trubleshting nly. 1. (Required) Verify current user is member f wrkstatin Administratrs Grup: Start > Cntrl Panel > Administrative Tls > Cmputer Management > System Tls > Lcal Userss and Grups > Grups > Administratrs Verify the current Windws prfile is listed under the Administratrs grup. 2. Verify Brwser Encding Settings: Internet Explrer > View > Encding Aut-select Nt selected Western Eurpean ISO Selected 3. Verify crrect brwser caching: Start > Cntrl Panel > Internet Optins > General Tab > Settings Buttn Check fr newer versins f stred pages Every visit Amunt f disk space t use Greater than 1000 MB t the page 4. Verify Brwser Security Settings: Start > Cntrl Panel > Internet Optins > Security Tab > Internet (Glbe Icn) Selected OR Trusted Sites Zne > Custm Level Buttn.Net Reliant Framewrk Run cmpnents nt signed with Authenticde Prmpt (Required) Run cmpnents signed with Authenticde Enable ActiveX cntrls and plug-ins Run Autmatic Prmpting fr ActiveX cntrls - Enable Binary and script behavirs Enable (Required) Dwnlad signed ActiveX cntrls Prmpt r Enable (Required) Run ActiveX cntrls and plug-ins Enable r Prmpt (Required) Script ActiveX cntrls marked as safe fr scripting Enable r Prmpt Dwnlads File Dwnlad Enable Miscellaneus Access data surces acrss dmains Prmpt r Enable Allw scripting f Internet Explrer web brwser cntrl Enable Allw Web pages t use restricted prtcls fr active cntent Enable r Prmpt Allw script-initiated windws withut size r psitin cnstraints Enable page 7 f 12

8 RightNw Envirnmental Cnfiguratin Guide Display mixed cntent Enable r Prmpt Launching f prgrams and files in an IFRAME Enable r Prmpt Navigate sub-frames acrss different dmains Enable r Prmpt Userdata persistence Enable Web sites in less privileged web cntentt zne can navigate int this zne Enable r Prmpt Scripting (Required) Active Scripting Enable r Prmpt Allw paste peratins via script Enable Scripting f Java Applets Enable 5. Verify Advanced Brwser Settings: Start > Cntrl Panel > Internet Optins > Advanced Tab Brwsing Always send URLs as UTF-8 brwser extensins Enabled Unchecked Enable third party Disable Script Debugging (IE) Unchecked (when trubleshting) Display ntificatin abut every script errr Checked (when trubleshting) Enable third-party brwser extensins Checked HTTP 1.1 Settings Use HTTP 1.1 thrugh prxy cnnectins Checked Java (Sun) Use Java 2 v 1.4.1_x fr applet Checked Security Allw active cntent t run in files n my cmputer Checked D nt save encrypted pages t disk Unchecked Empty Temprary Internet Files when brwser is clsed Unchecked Use SSL 3.0 Checked (fr sites using SSL) page 8 f 12

9 RightNw Envirnmental Cnfiguratin Guide Installatin Methdlgies Web-based Installatin: T use the mst cmmn installatin methdlgy, an agent simply navigates t the apprpriate URL, fr example: Select Install RightNw 8 n the launch page. Nte, nce the applicatin is installed, it is n lnger necessary t navigate t the launch page. Instead, RightNw 8 can be started frm the Windws Start menu. The nly time it is necessary t access the launch page is fllwing an upgrade. Nte that web based installatin is based upn Micrsft ClickOnce technlgy. ClickOnce installatin is precluded when a mandatry Windws prfile is detected because ClickOnce utilizes the user prfile as the installatin file destinatin. Administrative Installatin: Refer t the Smart Client Installatinn Guide fr infrmatin n using the Smart Client msi file. This guide can be fund in the Library sectin f ur supprt site with the manuals specific t yur versin f RightNw. page 9 f 12

10 RightNw Envirnmental Cnfiguratin Guide Netwrk Trubleshting Yur netwrks shuld be practively mnitred t avid false-psitive reprts f applicatin issues. Even if yur IT / IS staff are in anther lcatin, yur staff shuld evaluate and check the state f crprate LAN/WAN/Internet cnnectivity befre submitting incidents t RightNw's Technical Supprt team. This helps t ensure accuracy and efficiency when trubleshting yur issue. When requesting netwrk trubleshting assistance, please nte the fllwing guidelines: WAN / Internet Perfrmance e Infrmatin Yu r yur IT/IS staff shuld generally be able t prvide apprpriate WAN / Internett trubleshting and perfrmance infrmatin. This includes infrmatin such as: ICMP/UDPP tracerute infrmatin frm the affected call center t the assciated RNT datacenter, greater than 800-byte ICMP ech (ping) infrmatin frm the affected call center t the assciated RNT datacenter, and/r ther mre specific IP and Layer-4 sessin infrmatinn related t reprted issues. Netwrk Tplgy: Yu shuld be able t prvide a descriptin f yur netwrk tplgy, such as single netwrk, multi-site netwrk with n cnnectivity, multi-site netwrk with public [VPN] cnnectivity, multi-site netwrk with private/dedicated cnnectivity. This descriptin shuld include but nt be limited t the fllwing: ISP(s), circuit/access types (fr bth public and private netwrk segments), ruting equipment vendr t ascertain cnfiguratin capabilities, LAN/WANN utilizatin stats. Charts are preferred but the minimum, average, and maximum values fr each circuit and lcatin are acceptable statistics. netwrk appliances related t cnnectivity, such as firewalls, prxies, cntent filters, plus their cnfiguratins. Perfrmance Mnitring Statistics: Basic LAN / WAN perfrmance mnitring statistics shuld be available t analyze per site and per wrkstatin issues. In additin, raw lgs that prvide infrmatinn such as packet capture and netwrk interface stats shuld als be available. Open surce and multi-platfrm packages such as MRTG are inexpensive and easy t implement. page 10 f 12

11 RightNw Envirnmental Cnfiguratin Guide Wrkstatin Trubleshting When requesting wrkstatin trubleshting assistance, please nte the fllwing guidelines: Agent PC Cnfiguratins: Yu r yur IT/IS staff shuld be prepared t discuss the state f agent PCs, including system cmpnents and resurce utilizatin with tls such as Micrsft Perfmn. Yu shuld als be prepared t islate individual agent wrkstatins and netwrk interfaces fr cmparisn purpses in the event spradic applicatin perfrmance cnditins are present. page 11 f 12

12 RightNw Envirnmental Cnfiguratin Guide Appendix A Answer ID: 2412 What is the Wrkstati n and Netwrk Data Cllectr (rntinf.batt file)? Questin Our supprt agent wants us t run the Wrkstatin and Netwrk Data Cllectr (rntinf.bat file) n sme wrk statins t truble sht ur supprt issue. What des this file d and why is it necessary? Answer The Wrkstatin and Netwrk Data Cllectr is a.bat file that can be run n a wrk statin t cllect pertinent system and perfrmance infrmatin. This infrmatin is written t a text file s that ur RightNw supprt agents can review and evaluate the fllwing: Wrkstatin infrmatin -- including memry and disk space Netwrk cnnectivity -- tracerutee infrmatin with laded packets Cmpnent Manager Lg file -- list f RNT cmpnents that have been dwnladedd t the machine If yu have reprted perfrmance issues related t yur RightNw applicatin, yur Supprt Accunt Manager may request that yu run the data cllectr.bat file and attach the resulting.txt file t the incident. T run the RNT_Inf.bat file, use the steps belw. Typically, when the file runs, it will take 3-4 minutes fr the file t run. Upn cmpletin, the windw will clse autmatically and a new text file named rntinf is saved t yur desktp Click n the file attachment, fund in the referenced answer, named rntinf.bat. At the prmpt t Open r Save the file, click Save. Save the file t yur desktp. When yu get the Dwnlad Cmplete message, click Clse. Frm the desktp, duble click the file r right click and select Open. At the prmpt, enter the site name and presss Enter. This is the name f the database fr yur applicatin. At the next prmpt, enter the interface name and press Enter. While the check is perfrmed, text will scrll in the windw and then peridically pause. Leave the windw running; it will clse autmatically upn cmpletin. When cmplete, a file named rntinf.txt will be saved t yur desktp. Attach the rntinf.txt file t yur incident and update the incident. page 12 f 12