RightNow Environmental Configuration Guide

Transcription

1 Purpse This guide is intended t assist in the initial installatin and practive maintenance f yur f yur RightNw CX 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 cnsists f a.net Smart Client applicatin that presents cntent 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 web server farms lcated in RightNw data center facilities. Database Tier: At the base f the applicatin is the database tier, cnsisting f the database management system that manages the database cntaining the data users create, delete, mdify, and query. page 1 f 11

2 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. Dialup cnnectins are nt supprted. The infrmatin belw prvides guidelines fr the netwrk bandwidth t the Internet. As a recmmended minimum, a 512kbps (kilbits per secnd) Internet cnnectin must be available. Data paylads f the applicatin differ greatly depending upn the implementatin. Data requests and respnses are als directly related t agent activity types and usage. Grss averages shw applicatin request paylads t range frm 1-50KB each, with maximums reaching 100KB - 2MB. Transactin times will be directly prprtinal t the bandwidth available t the applicatin. Single agent utilizatin may average 1-10kbps in five minute intervals, but may burst well beynd this in shrter intervals. 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. page 2 f 11

3 Netwrk Appliances (including Prxy Devices, Firewalls, and Cntent Filters): The custmer netwrk administratin team must ensure that all cmmunicatin 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 and *.livelk.net (fr c-brwse functinality) *.birst.cm (fr Enterprise Analytics functinality) *.hivelive.cm (fr RightNw Scial functinality) 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. Installatin will nt ccur successfully when Prxy authenticatin ther than NTLM is in place. 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 server r dedicated appliances) Cntent caching/acceleratin devices Lcal cntent filtering/inspectin appliances Hsted cntent filtering and inspectin services page 3 f 11

4 Quality f Service (QS) Packet-Shaping Plicies: If yur netwrks have QS / packetshaping plicies implemented, the RightNw applicatin shuld be cnsidered a perfrmance-sensitive applicatin and accrdingly given apprpriate pririty t ensure maximum perfrmance. If yur rganizatin 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. 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 11

5 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. These recmmendatins d nt include the additinal disk space required fr perating system swap space (refer t the perating system dcumentatin) r ther applicatins simultaneusly running n the wrkstatin. Table 1: Table 1: Wrkstatin Hardware Requirements Wrkstatin Type Memry CPU Hard Disk Agent Minimum: 512 MB 1 Recmmended: 1 GB Minimum: 1 GHz Recmmended: 1.5 GHz r greater x MB free x64 2 GB free 512 MB virtual memry 2 Administratr Minimum: 1 GB Recmmended: 2 GB 1.5 GHz r greater x MB free x64 2 GB free 512 MB virtual memry 2 1 Minimum memry fr Windws Vista and Windws 7 is 1 GB. 2 Fr Terminal Server users, the hard disk space must be available n the server fr use by the client. 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 minimum 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 4.0. If a staff r administratr wrkstatin des nt have.net Framewrk Versin 4.0 installed, the cmpnent manager will prmpt yu t dwnlad and page 5 f 11

6 install it. (This requirement des nt apply t the Accessibility Interface.) 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 Nte that imprved memry handling capabilities f Internet Explrer 8 make it the preferred versin fr the latest versins f RightNw. Table 3: Internet Explrer Versin Requirements Internet Explrer Versin 7.0, 8.0, r 9.0 Additinal Requirements: If yu are using RightNw Live r RightNw Sales, refer t Table 5 fr sftware and hardware requirements. These requirements are in additin t the wrkstatin recmmendatins listed abve. Table 5: Additinal Requirements User Additinal Requirements Sales Qutes Staff Member Micrsft Wrd 2007, r 2010 (merging qutes nly) Sales Outlk Integratin Micrsft Outlk 2007, r 2010 RightNw Chat with cbrwse Java Runtime Envirnment (JRE) build 24 r newer Custmer Prtal Adbe Dreamweaver CS4 and CS5 page 6 f 11

7 Wrkstatin Settings (Required fr RightNw Administratrs Only): Several settings are marked fr trubleshting nly. 1. Verify Brwser Encding Settings: Internet Explrer > View > Encding Aut-select Nt selected Western Eurpean ISO Selected 2. Verify crrect brwser caching: Start > Cntrl Panel > Internet Optins > General Tab > Settings Buttn Check fr newer versins f stred pages Every visit t the page 3. 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 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 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 cntent 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 4. Verify Advanced Brwser Settings: Start > Cntrl Panel > Internet Optins > Advanced Tab page 7 f 11

8 Brwsing Always send URLs as UTF-8 Unchecked (Internatinal sectin fr IE8) 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 1.6.0_x fr applet Checked Security Use SSL 3.0 Checked (fr sites using SSL) page 8 f 11

9 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 CRM n the launch page. Nte, nce the applicatin is installed, it is n lnger necessary t navigate t the launch page. Instead, RightNw CX 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. page 9 f 11

10 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 Infrmatin Yu r yur IT/IS staff shuld generally be able t prvide apprpriate WAN / Internet trubleshting and perfrmance infrmatin. This includes infrmatin such as: ICMP/UDP 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 infrmatin 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/WAN 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 infrmatin 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 11

11 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 11