SuperOffice Pocket CRM

SuperOffice Pocket CRM Version 7.5 Installation Guide Page 1

Table of Contents Introduction... 3 Prerequisites... 3 Scenarios... 3 Recommended small scenario... 3 About this version... 4 Deployment planning... 5 Add a Template for incoming images (jpeg):... 5 Add a Follow-up type for SMS:... 5 E-mail settings... 6 Recommended small scenario... 6 Install SuperOffice Pocket CRM... 7 Verifying installation...13 Verify Pocket CRM service...13 Verify NetServer...13 Verify Pocket CRM Server...14 Verify Pocket CRM Download Service...14 Installing on mobile devices...15 Platform support...15 Recommended enterprise scenario...16 Installing on multiple hosts...17 Appendix A: Mobile device requirements...18 Appendix B: Application security...19 Client side security...19 Server side security...19 Appendix C: Windows Server 2008 prerequisites...20 Appendix D: Server configurations...21 GSM formatted phone numbers...21 Apache Tomcat port...21 Using non-default port...21 Appendix E: Log files...22 Pocket CRM Server...22 Appendix F: AJP Connector...23 Page 2

Introduction This Installation Guide is intended for system administrators, and will help install and configure SuperOffice Pocket CRM. SuperOffice Pocket CRM is an online mobile device application that runs on phones and tablets from different vendors like Apple, HTC, LG, Motorola, Sony Ericsson, Samsung and others. The client application is downloaded from the Apple App Store or the Google Play Store - a download service is installed on the application server to help the installation and configuration process. The server application is running on an embedded server and is integrated to SuperOffice data using the SuperOffice NetServer Web Services (SOAP). Pocket CRM can run on most phones and tablets, supporting Google Android and Apple ios. Pocket CRM is developed using a platform-independent technology using the same user interface across all supported operating systems and screen resolutions. Prerequisites Pocket CRM requirements (http://devnet.superoffice.com/technical/documentation/onpremise/systemrequirements/#pocket) Scenarios There are several ways SuperOffice Pocket CRM can be deployed. It will be adequate for most customers to choose the recommended small scenario as described in chapter Error! Reference source not found. More complex deployment scenarios should be used if: There are more than 100 users of the Pocket CRM application. The deployment site already hosts Java application servers, like IBM WebSphere, JBoss, Oracle AS, etc. Chapter Recommended enterprise scenario addresses the more complex scenarios. SuperOffice Pocket CRM is also part of the SuperOffice Online offering, hosted cloud based CRM. Page 3

About this version SuperOffice Pocket CRM 7.5 has been made available on Apple App Store and Google Play Store search for SuperOffice to install on your Apple iphone/ipad or Android device. Features and fixes in this version: Feature: SuperOffice CRM 7.5 Sales & Marketing support Feature: Support for product/quote selections Feature: Allow accept / reject single recurring assignments Server setting: Enable / disable client autologin (ENABLE_CLIENT_AUTOLOGIN) Server setting: Force re-configure clients (CLIENT_CONFIGURE) Server setting: Deny old clients (LEAST_SUPPORTED_CLIENT_VERSION) Server: Java 7 runtime used on server Server: Distribution server removed lightweight configuration solution added Client: Improved overall (UI / network) performance on all platforms Client: Improved touch navigation Client: Support for Android 4.4 ART runtime Client fix: Grayscale image parsing Client fix: Uploaded project images tagged with title Client fix: Screen location bug fix after showing native widgets on ios Client fix: Verify correct sentry rights company, adding new person / new appointment Client fix: Paging issue in long lists (SOS id: 1513089) Security: https support (valid certificate must be installed on server) Security: Encryption of autologin credentials in local store Security: Support for using NetServer with service contract turned off Page 4

Deployment planning There are a couple of things you should address before you install and start using Pocket CRM. Server configuration, you will need a server accessible on the public Internet that can be addressed and reached using http or https over a publically available port. Firewall and proxies, these must be properly configured so they don t cause any problems related to communication between Pocket CRM client and server. NetServer, you will need to set up and properly configure a correct version of SuperOffice NetServer. Common issues are configuration of document archive (SO_ARC) and e-mail server settings. You can verify your NetServer installation using SuperOffice S&M for web. There also are a couple of configurations you can address using the SuperOffice admin client. Add a Template for incoming images (jpeg): Open SuperOffice Admin client and select Lists section -> Lists tab -> double click Template (in lists) and select + Add bottom of the Lists items. Add this List item: Add a Follow-up type for SMS: (Rembember: 7.5 screen dump) Open SuperOffice Admin client and select Lists section -> Lists tab -> double click Type (Follow-up) (in lists) and select + Add bottom of the Lists items. Add this List item: (Rembember: 7.5 screen dump) Page 5

E-mail settings Each user logging into Pocket CRM should configure the personal e-mail settings as their first task. Select the Setting tab in Pocket CRM and select E-mail settings. Also verify using Task -> Test connection. Error! Reference source not found. A minimum recommended scenario involve a web server and a zone consisting of a database server, file and e-mail services. The data centre zone may span from one single server hosting the database, file and e-mail services, to one server for each. This scenario can be illustrated as follows: 1 SuperOffice Pocket CRM & NetServer application server running on the same machine 2 3 4 Database, File Share and e- mail services provided to the Pocket CRM application using the NetServer application server. Protocol and service used for the different arrows 1) HTTP default port 80 (AES Encrypted content) or HTTPS using valid certificate 2) IMAP 3) File Share (may vary according to document archive provider) 4) Database proprietary protocol (as implemented by the database drivers) Page 6

Install SuperOffice Pocket CRM Note: This procedure applies to a completely new installation, i.e. Full installation Note: Before you can start this task you need to install prerequisites. These are described under the chapter Introduction, section Prerequisites. Note: For Windows Server 2008 see chapter Appendix C: Windows Server 2008 prerequisites The SuperOffice Pocket CRM installation program is designed as a wizard guiding you through each step. You navigate in the wizard using the Previous and Next buttons. If you choose to press the Cancel button at any point during the installation, any installed files for the current Pocket CRM instance will be removed from disk, and a "clean rollback" of installed data will be performed. In this case, you will receive a message that the installation was unsuccessful. Do the following: 1. Start the installation program by running SETUP.EXE. The installation wizard starts 2. In the welcome screen, click Next Page 7

3. Accept the License Agreement and click Next 4. Select Full installation to install Pocket CRM with built-in application server (Apache Tomcat), server application and distribution server including configured clients. Select Custom if you want to install just parts of the installation or install an additional installation next to an existing application. Page 8

5. Choose a folder to install Pocket CRM Note: If you plan to install multiple instances of Pocket CRM on the same server, you will need to use the same Installation folder. 6. In the field Server address (URL) you enter the complete Internet domain name address to the server you are installing Pocket CRM on. The Pocket CRM client is installed on mobile devices that access this server over the Internet and must be able to reach this server host. NOTE: Server address is typically set up to use default port 80 it is possible to use another port by appending this to the Server address like this. http://<servername>.<yourcompany>.<com>:81 This means that, if you install on an IIS Web Site running on a different port than 80 you need to configure this in your Server address (URL) Page 9

7. In the field Application context you enter a unique name for this instance of Pocket CRM on this server. You can install multiple instances on the same server that each need to be separate / unique. Note: Application context will be part of the URL like this http://m.yourcompany.com/pocketcrm/ Do not use space or national characters; use lowercase a-z characters and/or numbers 0-9. PS! Advanced settings (Optional) This is for installing multiple Pocket installations, typically hosting environments. Do not use these settings for normal installation! When you enable Advanced settings you will have the possibility to group the installations. E.g. And IIS / Pocket CRM Service will not restart as it does for the normal installation 8. Click Next Page 10

9. In the field NetServer address (URL) field you enter the address to the remote installation of NetServer 10. Click Next 11. Verify your settings in the Pre-Installation Summary. Use the Previous button if you need to go back and change anything 12. Click Install 13. Select IIS Web Site. Full installation also includes the option to install an IIS to Pocket CRM (Tomcat) connector. This connector will install in the selected IIS Web Site and Page 11

route/forward traffic from IIS to the Pocket CRM Server. NOTE: If you want to use an IIS Web Site running on a different port than 80 you will need to configure this in your Server URL (See step 5 and chapter Using non-default port) 14. Click Next 15. An overview of the installation is shown 16. Click Done Page 12

Tip: After installation you can navigate to Start -> All Programs -> SuperOffice Pocket CRM and select link to your Pocket CRM installation. This will open default browser and you can inspect the result: Verifying installation After installation there are some easy ways to verify that your installation is a success. You can also use these steps to trouble shoot an installation that does not seem to work properly. Verify Pocket CRM service Pocket CRM installs Apache Tomcat as a Windows service named Pocket CRM. Verify that this service is up and running, Start > Administrative Tools > Services and check if service Status is set to Started. Verify NetServer Pocket CRM uses SuperOffice NetServer so we need to verify that the server you install Pocket CRM can reach the server that NetServer is installed on. Open the browser locally on the server you installed Pocket CRM. Enter the domain name address to the remote NetServer installation. Example: http://servername.youcompany.com/netserver/sale.svc Result should look like this: NOTE: As of SuperOffice NetServer 7.5 contract/wsdl is turned off by default so you will need to verify NetServer using SuperOffice Sales & Marketing for web or enable contract/wsdl in the web.config. Page 13

Verify Pocket CRM Server Open Internet Explorer locally on the server you installed Pocket CRM. Enter the Server address and the Application context. Add /servlet at the end. Example: http://<servername>.<yourcompany>.<com>/<application context>/servlet Result in the browser should look like this: If NetServer connection is wrong there will be displayed an error message. NOTE: If you receive an empty page in the browser it usually mean there has been a timeout, slow initialization connecting to NetServer. Restarting Pocket CRM service should help. Clients installed on mobile devices uses this address to communicate. This server address (URL) must be reachable from the mobile device, i.e. from the public internet. Verify Pocket CRM Download Service Open an internet browser locally on the server you installed Pocket CRM. Enter the Download address Example: http://localhost/pocketcrm/dl This is what you should see: Page 14

Installing on mobile devices The server installation installs the Pocket CRM Server application and a distribution server application. Platform support Downloading and installing Pocket CRM from the distribution server makes it easy for the end-users to install and configure Pocket CRM: The Apple iphone/ipad version is installed from the Apple App Store. Link is available from the Pocket CRM distribution server. There is also a configure link to make it easier to configure the client to use the correct server address/url. For Google Android devices we have provided the same user experience: Page 15

Recommended enterprise scenario A Network Load Balancing cluster (NLB) should be considered if there are more than 100 users of SuperOffice Pocket CRM. This is also related to the NetServer being a prerequisite; please see NetServer documentation for details about setting up NLB. This scenario can be illustrated as follows: 1 SuperOffice Pocket CRM running on a dedicated host 2 SuperOffice NetServer Application Server with Web services using Network Load Balancing (NLB). 3 4 5 Database, File Share and e- mail services provided to the Pocket CRM application using the NetServer application server. Protocol and service used for the different arrows 1) HTTP, default port 80 (AES Encrypted content) or HTTPS using valid certificate 2) Web services (HTTP) 3) IMAP 4) File Share (may vary according to document archive provider) 5) Database proprietary protocol (as implemented by the database drivers) Page 16

Installing on multiple hosts In an enterprise scenario it is recommended to install Pocket CRM on a separate host to share the workload. Several hosts will be able to serve a greater number of clients if proper Network Load Balancing is used. Note: A large enterprise already hosting a Java enterprise environment (JEE), typically on IBM WebSphere, JBOSS, or equivalent, it is advisable to deploy Pocket CRM into this environment instead of using the built-in Apache Tomcat application server. Describing or performing such a deployment to such an environment is beyond the scope of this installation guide and features of the installer it-self. This should be deployed in collaboration with a SuperOffice partner. The simplest way of installing on multiple host is to separate Pocket CRM and NetServer on two separate physical hosts. For this scenario you can still use the exact same installation described for the small scenario. Page 17

Appendix A: Mobile device requirements SuperOffice Pocket CRM is designed to support a wide variety of mobile device brands and models. Almost all mobile devices on the market today supports download and installation of applications provided in a verified app store. For the Android platform we have created a special package with native support for camera and touch keyboard. This is available in Google Play and is available for most Android devices, mobile phones and tablets. (Support for Gingerbread/2.3.3 and newer) For the Apple iphone/ipad (ios) we have provided a separate package that is installed from the App Store. (Support for ios 4.3 or newer) Minimum supported screen resolution is QVGA. This is a resolution of 240 by 320 pixels, supporting both landscape and portrait orientations. The layout and graphics scales to fit larger screens, like tablets with high pixel density and resolution. Smaller screens than QVGA are not supported. SuperOffice Pocket CRM is an online application that needs a network from the mobile device to the Pocket CRM Server. All data traffic is compressed and is designed to have a minimum overhead to save bandwidth. Minimum support is GPRS (approx 114kbp/s) but 3G (approx 384kbp/s 2Mbp/s) support is recommended. At home or in the office wireless LAN could be used to keep data traffic costs down. Page 18

Appendix B: Application security SuperOffice Pocket CRM provides full security of all traffic going between the client installed on the end-users mobile device and the server. All data traffic is encrypted using strong AES Encryption. Client side security Pocket CRM client application is signed using various certificates from various vendors. A signed client application provides the end-user with a trust that the application is not altered in any way. It also provides a mechanism for giving trusted access to various features and APIs on the mobile device. In case of a lost mobile device the user must change the password to avoid possible data theft. Pocket CRM uses local caching to speed up data access this data is stored locally in the mobile device, but not commonly accessible on the mobile device file memory / file system. Sensitive data stored locally on device using autologin, like passwords and security tokens are stored encrypted. Pocket CRM supports https for added security and flexibility; valid SSL certificate must be used. Server side security Pocket CRM need to be installed in a way so that the client on the mobile device can access the server from the internet. A common way is to install Pocket CRM Server in DMZ. Pocket CRM Server need to access SuperOffice NetServer. It is recommended that SuperOffice NetServer is installed inside the local network, not in DMZ. However, if for practical reasons you need to install Pocket CRM and NetServer on the same sever it is highly recommended that you lock down IP access to NetServer (Web Services). This can be done in Internet Information Services (IIS) Manger: Right-click NetServer installation under Web Sites and select Properties Select Directory Security tab and click Edit in the IP address and domain name restrictions Select Denied access and add select the server that is allowed, i.e. Pocket CRM Server Page 19

Appendix C: Windows Server 2008 prerequisites The SuperOffice Pocket CRM installer uses IIS 6 administration tools when installing the IIS components. Before installing on Windows Server 2008 you need to install some role services using the Server Manager. (This assumes that the server already has the Web Server (IIS) role installed. Log on to the Windows Server 2008 as administrator Open Start > Administrative Tools > Server Manager Select Roles node and select Add Role Services under Role Services Under node Management Tools select IIS 6 Management Compatibility Click Next and Install Page 20

Appendix D: Server configurations GSM formatted phone numbers When initiating phone calls from Pocket CRM it is important that the numbers are formatted in a way that the phone can use. SuperOffice NetServer has the functionality to return all phone numbers from the SuperOffice database in a clean formatted way, without spaces, commas and including country prefix, like this: +4712345678 To enable this feature in NetServer make sure that <Globalization> in Web.config contains this element: <add key="allwaysusegsmphonestyle" value="true" /> Apache Tomcat port SuperOffice Pocket CRM is bundled with an Apache Tomcat application server. The installer installs this server into default installation directory and using default listening server port 8585. For some server environments certain ports are locked down by firewall hardware/software so the listening port needs to be changed. To change Apache Tomcat listening port: Edit C:\Program Files\SuperOffice Pocket CRM\Tomcat 6.0\conf\server.xml using WordPad Change connector port from 8585 to the new port, ex 8686 Change connector executor from 8585 to the new port, ex 8686 Restart Pocket CRM service (Start > Administrative Tools > Services) Using non-default port For installations on a server running Microsoft Internet Information Server (IIS) a filter is by default installed that will forward traffic going to IIS (default on port 80) forward to Apahce Tomcat running (default running on 8585). This way IIS and Tomcat can both share the same port externally (default port 80) and avoid opening extra ports in the firewall(s). If IIS is set up using a different port then default port 80, or you want to connect directly to Tomcat you need to remember to add this port during installation. Server address is used when configuring clients, if you plan to use a different port than default port 80 you need to insert this during installation, like this: Page 21

Appendix E: Log files Pocket CRM provides flexible logging on the server-side. Pocket CRM Server These log-files are placed in the <Tomcat root>\logs folder, example: C:\Program Files\Apache Software Foundation\Tomcat 6.0\logs Inside logs you will find separate log files, each named according to which Server address (URL) the server application got during installation, example: PocketCRM.log (Unexpected errors during runtime can also end up in a separate log files, stdout_yyyymmdd.log or stderr_yyyymmdd.log.) Page 22

Appendix F: AJP Connector NOTE: Pocket CRM is using.net based AJP Connector so IIS can be used in conjunction with the Pocket CRM Server using the IIS http or https port. Part of the default installation of Pocket CRM is a connector that forward traffic from IIS to the embedded Apache Tomcat server running on port 8585. The connector is a.net based DLL that is installed on <Tomcat root>/bin/ajp/ During installation Virtual Directory (Application) are added for both Pocket CRM (/pocketcrm) and Distribution Server (/dl). Both these Virtual Directories points to the <Tomcat root>/bin/ajp/ and have asp net handler mappings defined. Virtual Directories defined for each Pocket CRM installation: Handler mapping installed on each of the Virtual Directory (Application): The Handler is configured with Script access. The scripts installing Virtual Directories and Handler mappings are stored in <Tomcat root>/ajp. Page 23