Copyright 2014 - Integrated Research Limited

Installation Guide

Prognosis UC Foundation Edition Important Notices Copyright Copyright 2014 - Integrated Research Limited (ABN 76 003 588 449). All rights reserved. The information contained in this guide is protected by copyright. No part of this document may be reproduced in any form, including photocopying or translation into a foreign language. Reproducing or copying any part of this document or the computer software without authorization violates U.S. and international copyright laws. Date of Issue: 26 September 2014 Product Version: Prognosis UC Foundation Edition 10.1.5 Trademarks Prognosis, IR and the IR design mark are registered trademarks of Integrated Research Limited. Other product names mentioned in this manual may be trademarks, registered trademarks and/or service marks of their respective owners and may not be used for commercial purposes without express permission from their respective owners. Third Party Software License Notices Please refer to the Third Party Software License Guide on the Prognosis installation CD or in the Documentation folder of the Prognosis installation path for details of third party software license notices. Disclaimer The information in this guide is published as is and without warranties of any kind, expressed or implied, including those regarding the accuracy or completeness of the information, warranties of merchantability and fitness for a particular purpose, or those arising from a course of dealing, usage or trade practice. In no event will Integrated Research be liable for any damages whatsoever (including, without limitation, those resulting from lost profits, lost data or business interruption) arising out of the use, inability to use, or the results of this guide. Page 2

Installation Contents Installation... 5 Introduction... 6 General Information... 7 CopSSH... 8 Firewalls...10 License File...12 Port Requirements...13 Software Security Recommendations...15 SSL Certificate...16 System Requirements...18 Important Notes...19 Microsoft IIS Settings...21 Changing Port 6767...23 Security Recommendations...24 New Installation...25 Installation Checklist...26 Installation Procedure...28 Upgrade Installation...36 Upgrade Information...37 Upgrade Checklist...38 Upgrade Process...40 Upgrade Troubleshooting...42 Backup/Rollback Previous Version...45 Upgrade Procedure...47 Uninstalling...55 Using Windows Control Panel...56 Using Manual Uninstall...57 Manual Uninstall of CopSSH...59 Configuration...61 Configuration...62 Index...63 Page 3

Installation Installation Page 5

Prognosis UC Foundation Edition Introduction Prognosis UC Foundation Edition is a 'lite' version of the full Prognosis for Unified Communications product, it includes the Prognosis Web Application but does not include the Prognosis Windows Client. It includes multivendor support for monitoring Avaya Aura, Cisco and Microsoft Lync VoIP networks. For details of the various Prognosis for Unified Communications Editions and what they include, please refer to the UC Editions topic in the Prognosis for Unified Communications section of the Online Help System. Prognosis for Unified Communications Foundation Edition provides a wide range of data metrics including; component availability, phone status, voice stream MOS levels, latency, jitter and packet loss details plus much more. To do this Prognosis collects data from the servers and databases in the VoIP environment, filters this data as required and then presents it in a 'user-friendly' format through a range of pre-packaged Displays, all in 'real-time'. An additional function allows for data to be used to generate email alerts and/or SNMP Traps when pre-defined Threshold conditions are met or exceeded. In order to collect and present data, Prognosis must be installed on a dedicated MS Windows machine running Microsoft IIS, which is monitoring the devices in the VoIP environment. Prognosis for Unified Communications Foundation Edition is a Web based product which makes use of Microsoft IIS to serve data to operators through a Web browser connection. The number of Web browser connections simply depends upon how many operators need access to the data. Prognosis comes with a wide range of pre-packaged tools that enable data collection and monitoring to start almost immediately upon installation. The data requesting tools are called 'documents' and these include: Displays - Display documents are designed to request specific data and then present the collected results in either a chart or table format. Thresholds - Threshold documents consist of a series of 'Conditions'. The Threshold will scan selected Prognosis data looking for instances of the pre-defined conditions being met or exceeded and will then generate an email alert advising of the situation. Databases - 'Behind the scenes' databases are run by Prognosis in order to collect data over a period of time. This data is then used for later comparison and analysis through report documents. Page 6

Installation General Information Before commencing the Prognosis installation please refer to the following topics for some important setup considerations: CopSSH (page 16) Firewalls (page 10) License File (page 12) Port Requirements (page 13) Software Security Recommendations (page 15) SSL Certificate (page 16) System Requirements (page 18) Page 7

Prognosis UC Foundation Edition CopSSH CopSSH is a third party software product that installs minimal Cygwin with OpenSSH, OpenSSL and Zlib packages on Windows, which provides SSH and SFTP server functionality. Prognosis for Unified Communications uses this software to install and to setup an SFTP server/client in order to obtain CDR data from Cisco Unified Communications Manager 5+, Acme Packet Session Border Controller and Avaya Aura Session Manager. CopSSH Installation When installing the Prognosis Monitoring Server component with a Prognosis for Unified Communications product license, the installer will detect if a copy of CopSSH currently exists on the destination machine: Copy of CopSSH does not exist The installer will install the required version and make the necessary configuration settings. Copy of CopSSH does exist If the copy was installed by a previous Prognosis version, the installer will check the CopSSH version number. a) If the version number is 3.1.1 or later, then the installer will automatically configure Prognosis for Unified Communications to use the existing CopSSH version. b) If the version is lower than 3.1.1, the Prognosis installer will show a message asking that it be uninstalled and the Prognosis installation will terminate. In this case the old CopSSH version will need to be manually uninstalled and then the Prognosis installation can be started again which will automatically install the correct CopSSH version. If the copy was not installed by a previous Prognosis version, then the installer will continue but will not install another version of CopSSH and will not configure Prognosis for Unified Communications for CopSSH. In this case the following manual procedure will need to be carried out after the installation has been completed. Step 1 Step 2 Shutdown the Prognosis service. Uninstall the existing CopSSH version a) Check that no Cygwin processes are running; the exception would be 'cygrunsrv.exe' and just one instance of the 'sshd.exe'. Any additional instances of sshd.exe or any instance of 'bash.exe' for example, may not allow a clean uninstall of CopSSH. In short, any running process that has its image path matching the cygwin bin folder installation should be stopped. The 'Process Explorer' from Sysinternals could be used to display running processes and their image path. b) De-activate all CopSSH users. Prognosis only has the user 'PrognosisCDR': [COPSSH_PATH]\bin > copsshadm.exe -a deactivateuser -u [USER_NAME] c) Uninstall CopSSH: [COPSSH_PATH] > uninstall.exe" Step 3 Install CopSSH version 3.1.1: [CD_ROOT]\3rdparty\copssh\Copssh_3.1.1_Installer.exe" /D=[COPSSH_PATH] Step 4 Configure SFTP connectivity. See the Configuration section of the Prognosis for Unified Communications - Cisco UCM 5+ User Guide for details. [COPSSH_PATH] represents the absolute path of the CopSSH installation directory, for example, C:\Prognosis\3rdparty\copssh Page 8

Installation CopSSH Access Rights The CopSSH service is set up to run under the local user account 'SvcCOPSSH' which requires the following rights to be assigned: 'Act as part of the operating system', 'Create a token object' 'Logon as a service' It is important to be aware that once these rights have been assigned they may be revoked by synchronization of the machine settings with the Group Policies. If this happens it will cause the service to fail to start with the following error: "Logon failure: the user has not been granted the requested logon type at this computer". To correct this problem the Group Policies need to be modified by the System Administrator. Page 9

Prognosis UC Foundation Edition Firewalls If Prognosis is being installed on a network that is configured to prevent connections between machines by the use of firewalls, then this may also prevent Prognosis from making connections between servers. In situations where only the MS Windows firewall is being used, the Prognosis installer will automatically make the necessary settings. In other cases, the firewall settings will need to be made manually. The following section provides details. Windows Firewall (Windows XP SP2) When the 'Windows Firewall/Internet Connection Sharing (ICS)' service is running, then the Prognosis installation will automatically make the following changes: For Management/Monitoring Server installation, the following five programs will be added to the exception list in order to allow Prognosis connectivity and CDR delivery: IR Prognosis - Server Connectivity (%PROGNOSIS_INSTALL%\Server\x64\irnetrtr.exe) IR Prognosis - Avaya PBX CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_PBX.exe) IR Prognosis - Avaya Legacy CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_Legacy.exe) IR Prognosis - Avaya Definity CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_DEFINITY.exe) IR Prognosis - Avaya RTCP CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irrtcpcol.exe) In addition, if a Management/Monitoring Server is selected and a Prognosis for Unified Communications license is used (with TMA, SBM, or TCE product codes), one port is added to the exception list to allow CDR delivery: IR Prognosis - CDR Delivery (Port 22 with TCP protocol) If an exception is needed and 'Windows Firewall' is configured to not allow exceptions, then the Prognosis installer will override it. If "Windows Firewall/Internet Connection Sharing (ICS)" service is not started, then no changes will be made by the Prognosis installation. Windows Firewall with Advanced Security (Windows Vista and above) When the Windows Firewall service is running, then the Prognosis installation will automatically make the following changes: For Management/Monitoring Server installation, the following five firewall rules will be added in order to allow Prognosis connectivity and CDR delivery: IR Prognosis - Server Connectivity (%PROGNOSIS_INSTALL%\Server\x64\irnetrtr.exe) IR Prognosis - Avaya PBX CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_PBX.exe) IR Prognosis - Avaya Legacy CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_Legacy.exe) IR Prognosis - Avaya Definity CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_DEFINITY.exe) IR Prognosis - Avaya RTCP CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irrtcpcol.exe) In addition, if a Management/Monitoring Server is selected and a Prognosis for Unified Communications license is used (with TMA, SBM, or TCE product codes), one firewall rule will be added to allow CDR delivery: IR Prognosis - CDR Delivery (Port 22 with TCP protocol) If the Web Application is selected, one firewall rule will be added to allow the Prognosis web application access: Page 10

Installation IR Prognosis - Secure Web Site (Port 443 with TCP protocol) If port 443 is not available the installer will check the availability of port 8080, if this is not available it will continue to search incrementing the port number by 1 each time (i.e. 8081, 8082 etc) until an available port is found. If the "Windows Firewall" service is not running, then no changes will be made by the Prognosis installation. If there are any firewall rules that block port 22 or port 443 then Prognosis will disable them and add a new firewall rule that will allow these ports access. Other MS Windows Firewall Applications The firewall will need to be manually configured to provide access for the following application: Server Connectivity (%PROGNOSIS_INSTALL%\Server\x64\irnetrtr.exe) In addition, for Prognosis for Unified Communications: Uninstall Avaya PBX CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_PBX.exe) Avaya Legacy CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_Legacy.exe) Avaya Definity CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irAVAYA_DEFINITY.exe) Avaya RTCP CDR Delivery (%PROGNOSIS_INSTALL%\Server\x64\irrtcpcol.exe) CDR Delivery (Port 22 with TCP protocol) Uninstallation of Prognosis will revert all firewall settings that have been made, except overriding "Don't allow exceptions" on Windows with old Windows Firewall. Remove added rules/exceptions Enable disabled rules Not reverting "Don't allow exceptions" Page 11

Prognosis UC Foundation Edition License File Licensing a New or Upgrade Installation In most cases a Prognosis license will be sent by email as an attached text file. When received, it is recommended that the license file be saved to the same folder as the Prognosis installation files. The installation process will automatically search for a license file in this folder. However, if a valid license is not found an alternative location can be specified or browsed for. Updated Licenses on an Existing Installation Over time it may be necessary to upgrade the license file on an existing Prognosis installation. This can occur when additional Prognosis products have been purchased or when an existing product is renewed for an additional time period. When this occurs, a new license file will be sent as an email attachment. When received carry out the following steps: Step 1 Step 2 Save the attached license file from the email to a convenient location. Copy the license file to the configuration directory of each applicable Prognosis installation. When copying, accept to overwrite the existing license file. The default configuration directories are as follows: MS Windows: <Install_path>\Prognosis\Server\Configuration Step 3 After the files have been copied to the configuration directory, restart Prognosis. Page 12

Installation Port Requirements Prognosis requires the use of a number of Ports on each machine. This section details each of the 'Base' ports that are required and also any other ports that might be required in particular circumstances. Base Ports Prognosis reserves the use of a number of ports; starting from the port number specified in the NETWORK configuration, through to that port number plus six. The ports used are: Port Protocol Executable Usage <PortNumber>+0 Default 1960 TCP IRNETRTR By default this is the base port. This port is used for; router-to-router, local process to router and Windows Client to router communications where TCP/IP is used. All requests and data messages are sent via this port across nodes as well as to individual collectors that actually gather raw data. <PortNumber>+1 Default 1961 <PortNumber>+2 Default 1962 TCP IRPROMGR Used for connections from child processes back to Process Manager in order to detect process failures and to instigate process restarts. It is used for local communications only. UDP IRNETRTR Used to send and receive Auto-Discovery multicasts (UDP protocol) in order to discover other Prognosis Servers. This port is not used if Auto-Discovery is disabled (e.g. if Managing- Nodes are used). Changing the Base Port The default base port used by Prognosis is 1960 with the following six ports also reserved for its use. The installer will check the availability of port 1960 and if this is not available will switch to port 19600. If port 1960 is not available the installer will continue to search incrementing the port number by 10 each time. The Base port number can be changed after installation by amending the port number in the TCPIP-PORT statement of the NETWORK Configuration; this will also reserve the following six ports for Prognosis use. Prognosis will need to be restarted after amending the NETWORK Configuration for the change to take effect. Common Ports The following 'Common' ports are applicable for inbound data to Prognosis and should be enabled where the specified service is to be used, e.g. LDAP authentication. Port Protocol Usage 443 HTTPS Default IIS port between the Prognosis Web Application and the IIS Web Server. If not available, the installer will check the availability of port 8080, if this is not available it will continue to search incrementing the port number by 1 each time up to port 8089. 636 TCP LDAP secure access 6767 TCP Default port between the IIS Web Server and the Prognosis server. Page 13

Prognosis UC Foundation Edition Ports for Unified Communications The following vendor specific ports are also used in addition to the set of Prognosis base ports and any required Common ports. Avaya Aura Communication Manager Port Protocol Usage 161 UDP SNMP queries from the Monitoring Server. 5005 UDP Port for receiving RTCP packets from Avaya end points. 5022 TCP Common SSH port for the Avaya PBX to issue SAT commands. 5023 TCP Common Telnet port for the Avaya PBX to issue SAT commands. Only needed for Avaya PBX if SSH is not supported. Cisco Port Protocol Usage 161 UDP SNMP queries from the Monitoring Server to: Cisco Clusters including CUCM 5+, Cisco Unity Connection, Cisco Unified Presence, Cisco Unified Contact Center Express Cisco UCS B-Series - SNMP interface for UCS Manager Cisco H.323 and VG Gateways Cisco Unified Border Element Cisco TelePresence Endpoint 443 or 8443 TCP Standard port on Cisco clusters for 3rd party applications, such as Prognosis, to retrieve data via SOAP AXL and SOAP Perfmon. This includes; CUCM 5+, Cisco Unity Connection, Cisco Unified Presence, Cisco Unified Contact Center Express Standard port on Cisco TelePresence Endpoints to retrieve call statistics. Microsoft Lync Port Protocol Usage 389 TCP LDAP Non-secure access 636 TCP LDAP secure access 135 and 49152-65535 TCP WMI Dynamic port range used for WMI. This can be configured to use a fixed port with Windows Vista/Windows Server 2008 and higher operating systems for easier firewall traversal, for details please refer to the following link:: http://msdn.microsoft.com/enus/library/windows/desktop/bb219447(v=vs.85).aspx 1433 TCP SQL - Default port used by SQL monitoring Page 14

Installation Software Security Recommendations Quite often there can be issues which may raise security concerns when installing and operating new software applications. A list of recommendations that should be implemented to overcome any such issues that were detected during the development of Prognosis are detailed in the 'Software Security Recommendations' topic in the Prognosis Online Help Center. Page 15

Prognosis UC Foundation Edition SSL Certificate Initial use of the Prognosis Web application may cause certificate errors to be shown by way of message popup windows or warnings in the URL. These messages indicate that the HTTPS certificate is not signed by a trusted source. To remove these certificate errors the following steps should be taken on the MS Windows machine that is hosting the Prognosis Web Application: There are two parts to the process: Part 1 Obtain and install the certificate provided by organization. Note that different certificate types may require different installation steps. See steps 1 through 7. Part 2 Bind the certificate to the website. See steps 8 through 14. Part 1 - Obtain the Certificate Step 1 Step 2 Step 3 Step 4 Obtain a trusted signed certificated for the Prognosis server name. The procedures for purchasing a real SSL certificate depend upon the specific provider. From the MS Windows Start screen, click or search for Internet Information Services (IIS) Manager and open it. In the panel on the left side, click on the server name. In the IIS section in the center panel, click on 'Server Certificates'. If you received a PFX certificate: Step 5 Step 6 Step 7 Right-click in the central window and select 'Import...'. In the first field browse to the.pfx file that was provided. In the second field, enter the password associated with the certificate. When complete click the OK button. If you received a CER certificate: Step 5 From the Actions menu in the panel on the right side, click on 'Complete Certificate Request...'. This will open the 'Complete Certificate Request' wizard. Step 6 Step 7 In the first field browse to the.cer file that was provided by the certificate vendor. In the second field enter a 'user friendly' name which can be used by the server administrator to easily distinguish the certificate. When complete click the OK button. Page 16

Installation Part 2 - Bind the Certificate Step 8 Step 9 Step 10 Step 11 Step 12 Step 13 Step 14 Once the SSL Certificate has been successfully installed to the server, it will be necessary to assign the certificate to the appropriate website using IIS. From the 'Connections' menu on the left side of the main Internet Information Services (IIS) Manager window, expand the name of the server to which the certificate was installed. Under 'Sites' select 'IrPrognosisSite'. From the 'Actions' menu on the right, click on 'Bindings...'. This will open the 'Site Bindings' window. In the 'Site Bindings' window, select https and click 'Edit '. This will open the 'Edit Site Binding' window. From the 'SSL certificate' field, select the certificate that has been added. Click the OK button. The SSL Certificate is now installed and the website configured to accept secure connections. Page 17

Prognosis UC Foundation Edition System Requirements The Prognosis Web Application must be installed together with a Prognosis MS Windows Server component. See the MS Windows Server topic for specific details of the system requirements. Web Application Requirements Platform Operating System: Internet Information Services (IIS) version 7 or later Microsoft Windows Server 2008 (64 bit) or later Supported Web Browsers: Microsoft Internet Explorer 9 + Google Chrome 16 + Mozilla Firefox 9.0 + Safari 5.7+ Android 3+ iphone 3GS + with at least ios 5.1 ipad - all versions Other ios - version 5.1 + Browser Support: For operation of the Web Application, the selected web browser must support: - Javascript - CSS Server Requirements Component Minimum Requirements Processor (CPU): System Memory (RAM): Installation Hard Drive Space: Operating Hard Drive Space: Minimum: - Intel Xeon Dual-Core processor 2.4GHz Recommended: - Intel Xeon 3450 2.67GHz Quad Core processor Minimum: 4 GB Recommended: 8 GB The installation requires the following minimum hard drive space. - Server + Web Application...760MB Temp Files: A further 70 MB of free space is required for temporary files during the installation. Plus: 700 MB free space on the c:\ drive regardless of the drive that Prognosis is being installed on. After installation the Prognosis server requires the following amount of space for the storage of historical data. The maximum database size for each vendor type is: - Avaya Aura Communication Manager...5.5GB - Cisco UCM 5+...3.0GB - Microsoft Lync Enterprise Voice...20.0GB Page 18

Installation Important Notes Before starting the initial installation please pay particular attention to the following requirements: Microsoft IIS By default, the Prognosis installer will setup Internet Information Services (IIS) automatically to enable the minimum requirements for the Prognosis Web Application to function. This includes creating an application pool "PrognosisAppPool" and a website "IrPrognosisSite", plus an application named "Prognosis" which will be created in IIS under "IrPrognosisSite" using "PrognosisAppPool". However, when installing the Prognosis Web Application on a Microsoft Windows Server 2008 SP2 platform, it will be necessary to manually ensure that a number of Microsoft IIS settings have been enabled before installation. Please refer to the Microsoft IIS Settings topic (page 21) for details. For Microsoft Windows Server 2008 SP1 machines the Web Application requires a 'hotfix' for IIS 7.0 to support.net Framework 4.0. To download the 'hotfix' go to http://support.microsoft.com/kb/958854. Port Requirements Port 443 is the default port that is used between the Web Browser and the Prognosis Web Application on the IIS Web Server. If the Prognosis installation detects that an existing website is listening to port 443 (https) then the installer will try to find an alternative port starting from 8080 and incrementing by 1 up to 8089. In this case the installer will show a dialog box with the selected port number, this can be manually changed if required. If no alternative port in the range 8080 to 8089 is found the installer will show a dialog box where a user specified port can be input. When a secure website, that is using port 443 (https), is turned off and nothing is listening to this port, the Prognosis Web Application will proceed to use port 443. This will result in no Prognosis website being created (only the Prognosis application pool and Prognosis application); the Prognosis application will use the web site that is using port 443. When the installer has finished, the website has to be turned on in order for the Prognosis Web Application to function. Port 6767 is the default port that is used between the Prognosis Web Application on the IIS Web Server and the Prognosis server. If it is not possible to use this port, please refer to the Changing Port 6767 topic (page 23). Security Recommendations See the Security Recommendations topic (page 24) for recommended firewall settings that can prevent potential external access to Prognosis data. SSL Certificate Initial use of the Prognosis Web application may cause certificate errors to be shown by way of message pop-ups or warnings in the URL. These messages indicate that the HTTPS certificate is not signed by a trusted source. Please refer to the SSL Certificate topic (page 16) for details of how to setup a certificate. Windows Server 2008 R2 When viewing the Web Application using Internet Explorer 9 from a Windows Server 2008 R2 machine, it is possible that some screen buttons may be unresponsive. This is due to Server Manager IE Enhanced Security Settings on the Windows Server being turned 'on'. With this option turned on 'onclick' events in Javascript are disabled. Therefore in order to rectify the unresponsive buttons in the Web Application, this setting needs to be turned 'off'. Page 19

Prognosis UC Foundation Edition MS Windows Updates On MS Windows 8, Windows Server 2012 and above, the Prognosis Web Application Installation may fail unless all pending Windows updates have been applied. It is therefore strongly recommended that the Windows Update facility be manually run before attempting to install Prognosis in order to ensure that the system is completely up to date. Page 20

Installation Microsoft IIS Settings 23 July 2014 - This topic has been updated to remove a number of items from the Minimum Web Server IIS Settings list that are no longer required. When installing the Prognosis Web Application on a Microsoft Windows Server 2008 SP2 platform, it will be necessary to ensure that the following Microsoft IIS settings have been enabled before installation. For Microsoft Windows Server 2008 R2, Windows 7 and Windows Server 2012 installations these settings will be automatically enabled by the Prognosis installation. Minimum Web Server IIS Settings The minimum Web Server IIS settings are: Web Server (on MS Windows Server) or World Wide Web Services (on MS Windows Workstation) Common HTTP Features Static Content (enabled) Default Document (enabled) HTTP Errors (enabled) Application Development.NET Extensibility 4.5 (enabled) ASP.NET 4.5 (enabled).net Extensibility (enabled) ASP.NET (enabled) Microsoft IIS Manager 8 Microsoft IIS Manager 7 ISAPI Extensions (enabled) ISAPI Filters (enabled) Health and Diagnostics Request Monitor (enabled) Security Request Filtering (enabled) Performance Static Content Compression (enabled) Dynamic Content Compression (enabled) Management Tools IIS Management Console (enabled) IIS Management Scripts and Tools (enabled) Page 21

Prognosis UC Foundation Edition To enable any of these IIS settings use the following procedure. Procedure Step 1 Step 2 From the Windows Start menu select: Control Panel > Programs > Programs and Features > Turn Windows Features On or Off This will open the Windows 'Server Manager' window. In the 'Server Manager' window, move down to the 'Roles Summary' section: If the 'Roles Summary' section already includes a Web Server (IIS) item, then proceed with the following 'Update an Existing Server Role' steps. If the 'Roles Summary' section does not show an existing Web Server (IIS) item, then proceed with the 'New Server Role' steps. Update an Existing Server Role Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Click on the Web Server (IIS) item. This will open the Web Server IIS page. In the 'Role Services' section click on Add Role Services. From the list of Role services ensure that at least all of the items shown in the 'Minimum Web Server IIS settings (page 21)' list are checked. When complete, click the Next button. This will open the 'Confirm Installation Selections' page. Check that all the required items have been selected and if everything is correct click on the Install button. The Installation Result page will open verifying that the role services have been installed successfully. New Server Role Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Click on the Add Roles option on the right side. This will open the 'Add Roles Wizard'. If the wizard opens at the 'Before you Begin' page, click the Next button to open the 'Select Server Roles' page. Otherwise the wizard will open directly to the 'Select Server Roles' page. From the 'Roles' list, select Web Server (IIS). This will display the 'Add features required for Web Server (IIS)' dialog box. On the dialog box click the Add Required Features button. This will return the 'Select Server Roles' page. From the Navigation panel on the left of the 'Select Server Roles' page, click on Role Services. From the list of Role services ensure that at least all of the items shown in the 'Minimum Web Server IIS settings (page 21)' list are checked. When complete, click the Next button. This will open the 'Confirm Installation Selections' page. Check that all the required items have been selected and if everything is correct click on the Install button. The Installation Result page will open verifying that the role and role services have been installed successfully. Page 22

Installation Changing Port 6767 By default the Prognosis Web Application is set to use port 6767 between the IIS Web Server and the Prognosis server, either locally or in a remote setup. If port 6767 cannot be used, the following procedure should be followed to configure an alternative port. Procedure Step 1 Step 2 On the Prognosis server machine go to the following folder path and open the web.config file in a text editor. /Prognosis/WebUI/IIS/web.config In the <appsettings> section add the following: <add key="serverport" value="<portnumber>" /> Where: <PortNumber> Input the alternative port number to be used Example: <configuration> <appsettings>... <add key="serverport" value="3535" /> </appsettings> Step 3 Step 4 Save and close the configuration file. The following addition will also need to be made to the irpqlsrv.ini file. This file can be found in the following folder path of the Prognosis server. /Prognosis/Server/Configuration/irpqlsrv.ini Add the following: [PQL] Port=<PortNumber> Step 5 Step 6 Save and close the configuration file. Refresh/reopen the Prognosis Web Application. Page 23

Prognosis UC Foundation Edition Security Recommendations Prognosis makes use of port 6767 between the IIS Web Server and the Prognosis server. The following security recommendations can prevent potential access to Prognosis data by external users: 1. For standard installations of the Prognosis Web Application, where the Management Server and Web Application are running on the same machine, it is recommended to block external access to port 6767 using Windows Firewall. 2. For customized split deployments (e.g. where the Web Application is running in a web farm connecting to a remote Prognosis Management Server) it is recommended to only allow access to Port 6767 from the remote IIS server(s). Where an alternative port number has been configured (see Changing Port 6767 (page 23)), the same security precautions should be applied. Page 24

Installation New Installation The following topics will provide details for a new installation of the Prognosis server component on to an MS Windows machine. Installation Checklist (page 26) Installation Procedure (page 28) Additional information: CopSSH (page 8) (for Prognosis for Unified Communications) For an upgrade to an existing Prognosis installation please refer to the Upgrade section. Page 25

Prognosis UC Foundation Edition Installation Checklist Checklist for installing the Prognosis server on an MS Windows machine. Before proceeding with the installation please go through the following checklist and ensure that all items have been addressed. Installation Checklist - MS Windows 1. Release Notes Before proceeding please take time to read the latest Release Notes for this Prognosis installation. The Release Notes document can contain important information relating to the installation process and the operation of Prognosis. This document can be downloaded from the Prognosis Online web site. Go to: https://online.prognosis.com/products/download 2. Prognosis Installation Files Ensure that you have the Prognosis for Windows installation file (Prognosis10.exe). This can be downloaded from the Prognosis Online web site and saved to a suitable drive/folder on the Windows server (where required the installation may also be provided on CD/DVD). Go to: https://online.prognosis.com/products/download Windows XP - Ensure that the Prognosis.exe file is saved to a drive/folder that does not have encryption enabled. Encryption will lead to an error when trying to read the installation files. This applies to MS Windows XP only. 3. Has the Prognosis 10 license been received? When received, it is recommended that the license file be saved to the same folder as the Prognosis installation files. If the license file has not been received, please contact your Prognosis account manager. See: License File (page 12) 4. Check the Prognosis server requirements See: Server Requirements - MS Windows. 5. Pre-requisite software The following software is required on the server. If the installer does not find this software on the destination machine it will be automatically installed. Microsoft Visual C++ 2010 SP1 Redistributable Package (x86) needed to run 32-bit Prognosis code (on both 32-bit and 64-bit Windows) Microsoft Visual C++ 2010 SP1 Redistributable Package (x64) needed to run 64-bit Prognosis code (on 64-bit Windows) Microsoft.NET Framework 4 full needed to run.net 4 Prognosis code (on both 32- bit and 64-bit Windows) 6. Ensure that the correct level logon is available (username/password) Administrator privileges will be required for the system on which Prognosis will be installed. 7. Determine which disk drive and folder path Prognosis is to be installed on. The server installation cannot be made into any of the following folders: - /Program Files - /Program Files (x86) - /Users - /Documents and Settings - /WINDOWS This is because Prognosis needs to save/modify files in its installed location as the logged in user. In MS Windows problems can occur when trying to do this in these folders unless the user is an administrator, which may not be the case. Page 26

Installation Installation Checklist - MS Windows 8. Is SNMP installed? If installed, the SNMP service enables Prognosis to monitor remote devices. Prognosis will still run without the SNMP service but some data will be unavailable. SNMP can be installed from the Add/Remove Programs Control Panel applet by selecting the Add/Remove Windows Components wizard and installing the Management and Monitoring Tools component. 9. Check if CopSSH version 3.1.1 or later installed. (Prognosis for Unified Communications) Prognosis monitoring of Cisco UCM 5+, Acme Packet SBC and Avaya Aura Session Manager requires a specific version of CopSSH to be installed. Provided that no other version of CopSSH is found on the machine the Installation will install the correct version. However, if an existing copy of CopSSH is found a manual set up may be required. See: CopSSH (page 8). 10. Disable all virus checking software. (Prognosis for Unified Communications) It is preferable that all types of virus checking software be disabled on the destination machine. However, if this is not possible then the Prognosis directory should be added to the virus checking exclusion list. If McAfee VirusScan 8.0i is being used on Cisco UCM (please refer to the Release Notes for the latest information) The SFTP server component will not run under McAfee VirusScan 8.0i with the result that CDR files will not be downloaded from the Cisco Unified Communications Manager appliances. The workaround is to disable McAfee VirusScan 8.0i or switch off the 'Buffer Overflow Protection' option. To switch off the 'Buffer Overflow' Protection option, open the Virus Scan Console (Network Associates) from the Start > Programs menu, then right click on the 'Buffer Overflow Protection' line then choose 'Properties'. On the 'Buffer Overflow Protection' tab, uncheck the box next to 'Enable Buffer Overflow Protection', click Apply then click OK. Once the checklist has been completed, proceed with the Prognosis installation. For details see, Installation Procedure (page 28). Page 27

Prognosis UC Foundation Edition Installation Procedure The following procedure is used to install the Prognosis Management and/or Monitoring Server components onto a machine running the MS Windows operating system. If required, the Windows Client and/or Web Application can also be installed with the server onto the same machine. To do this, select the required client components along with the server at Step 4. Administrator rights are required for the machine onto which the Prognosis Server is being installed. Procedure Step 1 Place the Installation CD into the CD drive of the required machine. If Autorun is activated the CD will start the installation automatically. If the installation fails to start, go to Windows Explorer, select the CD drive, copy the Prognosis installer to a local drive and then run the Prognosis10.exe file. or Download the Prognosis10 installer to a local hard disk and then run the Prognosis10.exe file. Prognosis10.exe is a self-extracting executable that will extract into a folder named 'Prognosis10'. On slow machines this may take a few minutes. Once extracted, the folder will contain: - Prerequisites folder - Backup-restore folder - Prognosis10.msi - Setup.exe Setup.exe will now run automatically and initially check for the required pre-requisite software (page 26). a) If the pre-requisite software is not found on the destination machine, it will be automatically installed. This may result in some non-prognosis dialog boxes being displayed, but normally it will only be necessary to 'click' through these until the software has been installed. b) If the required pre-requisite software is found on the destination machine, or after it has been installed, the Prognosis Welcome dialog will open. Click the Next button to proceed. Page 28

Installation Step 2 End-User License Agreement The next step in the installation is the acceptance of the End-User License Agreement (EULA). Carefully read the End User License agreement and then click the check box to accept the terms and conditions. The Next button will become active and can now be selected to continue with the installation. If the End-User License Agreement (EULA) is not acceptable, click the Cancel button and the installation will be aborted. Page 29

Prognosis UC Foundation Edition Step 3 License The installation will now request the Prognosis license file (page 12) information. In most cases the license information is sent by email as an attached text file. When received, it is recommended that the license file be saved to the same folder as the Prognosis installation files The License dialog box will default to the same folder path as the installation files, should the license be located elsewhere or should an invalid license be found, an alternative license location can be specified or browsed for. The license field may be left blank, however this will only allow the Prognosis Windows Client to be installed. Please note that the Windows Client cannot be used with the UC Foundation Edition license. When completed click the Next button to continue. Page 30

Installation Step 4 Prognosis Components This step does not apply for Prognosis for Unified Communications Foundation Edition. Page 31

Prognosis UC Foundation Edition Step 5 Destination Folder This dialog box is used to assign the folder path where this copy of Prognosis will be installed. Check that the default path shown in the Destination Folder field is where you wish Prognosis to be installed. If not, click the Browse button where an alternative folder path can be specified. Please note the following: Prognosis cannot be installed into any of the following folders of an MS Windows machine: - /Program Files - /Program Files (x86) - /Users - /Documents and Settings - /WINDOWS This is because Prognosis needs to save/modify files in its installed location as the logged in user. In MS Windows problems can occur when trying to do this unless the user is an administrator, which may not be the case. Prognosis cannot be installed into an existing folder. A new folder must be created. Absolute file name length cannot exceed 258 characters. As the relative path and field names of the Prognosis packaging can reach up to 210 characters, it is strongly recommended to limit the absolute path for the Prognosis home installation folder to 45 characters. Click the Next button to continue. If a new folder name has been input Prognosis will now create the new folder. Page 32

Installation Step 6 Prognosis Web Application Port The following dialog box will only appear when the Web Application component has been selected and the default port 443 is already in use. When the default port is found to be in use, the Prognosis installer will try to find an alternative port starting with 8080 and incrementing by 1 up to 8089. When one of these port is found to be available, it will be shown in the input field on this dialog box, if none of these ports are found to be available, the input field will be empty. If the installer nominated port number is acceptable, click the Next button to proceed. If the nominated port number is not acceptable, an alternative user-selected port number can be entered. In this case after clicking the Next button, the installer will check the port number for both format (digit only and < = 65535) and availability. If the format is incorrect the following warning message will be displayed and if the port is unavailable the Prognosis Web Application Port dialog box will be redisplayed. Page 33

Prognosis UC Foundation Edition Step 7 Ready to Install Prognosis This dialog box confirms that all the installation settings that have been made and that Prognosis will make any necessary Firewall (page 10) changes. If the Web Application component has been included it will confirm the port that has been configured. If any changes are required click the Back button to return the required dialog and make the necessary adjustments. If you are satisfied with the settings, click the Install button to begin copying the installation files to the nominated folder. Page 34

Installation Step 8 When the installation is complete the final dialog box will be shown Click the Finish button to complete the installation. The Prognosis installation may include new drivers. These drivers may not become effective until after the next reboot of the Windows Server. If a reboot is required, a prompt will be shown advising that a reboot of the machine can be made now or later. 'PROGNOSIS' PASSWORDS Configuration entry During installation on a MS Windows platform a 'PROGNOSIS' entry will be added to the Prognosis PASSWORDS Configuration. This entry is used by Analysts and Thresholds (and is used by the default Windows Analyst) to tell Prognosis to run commands with the Local System Account (NT AUTHORITY/SYSTEM) and not the user that started the Analyst. As such, it is recommended that the SECURITY Configuration be modified to limit access to this PASSWORDS Configuration entry to specific users. Configuration After the installation has been completed there are a number of configuration steps that now need to be undertaken. Monitoring Server Each Monitoring Server may need vendor specific configurations for the type of data monitoring that it will be undertaking. These configurations are detailed in the product sections of the Prognosis Online Help Center. Page 35

Prognosis UC Foundation Edition Upgrade Installation With the release of Prognosis 10.1 an upgrade path is available from the previous Prognosis UC Foundation Edition v10.0. However, no other PVM products are supported with this upgrade. Upgrading from v10 to v10.1 To carry out the upgrade it will first be necessary to obtain a new Prognosis UC Foundation Edition license by contacting your Prognosis Sales Office. Once the license has been obtained simply follow the Upgrade Procedure (page 47) as described for the Prognosis Windows Server. However, please note the following: Except for MS Lync, the upgrade will backup the Configuration files plus.ini files and these will be restored to the new version. However, databases will not be backed-up or restored for any vendor products. During the upgrade process the Configuration folder, service, CopSSH and start menu shortcut will be removed and once the Prognosis 10.1 installation has finished any remaining files and registry entries will be removed. For MS Lync please complete a new installation of Prognosis 10.1 and then carry out the MS Lync Configuration procedure for a new installation. Upgrading from Foundation to Enterprise Edition To upgrade to the full Prognosis for Unified Communications Enterprise edition it will be necessary to obtain a new license by contacting your Prognosis Sales office. Once the license has been obtained it simply replaces the current license in the Configuration/Server folder of the Prognosis installation. Once this has been done and the Prognosis server restarted, the full Enterprise edition features will be available. Page 36

Installation Upgrade Information What DOES happen on Upgrade? All documents (i.e. Displays, Thresholds etc.) in the 'My Displays & Configurations' folder of the Prognosis Windows Client will be maintained. All documents (i.e. Displays, Thresholds etc.) in the 'Knowledge' folder of the Prognosis Windows Client will be deleted and replaced with new files. irgui.ini will be restored. Static Configurations will be maintained. The following statistics will be reset; - Availability - Dispatch Manager Logs - Problem Logs - File Manager Logs Prognosis log file (wvlog.txt) is backed up but will not be restored. All.ini files will be merged on upgrade (old values are kept on upgrade). Software Inventory history will be maintained on upgrade (file SWINVDB). UDEFSREC will be merged with a new UDEFSREC (records are replaced with newer ones). If the Tomcat Web Server was previously installed by Prognosis then it will be completely removed. Please note that: The contents of the 'My Displays & Configurations' folder will not be upgraded. Windows Client security is not maintained during upgrade. Modifications to standard Displays, Thresholds, Analysts etc. are not kept. All Prognosis Configurations that were running at the time will be automatically started on upgrade. File Manager Logs are NOT maintained. Page 37

Prognosis UC Foundation Edition Upgrade Checklist Checklist for upgrading the Prognosis server on an MS Windows machine. Before proceeding with the upgrade please go through the following checklist and ensure that all items have been addressed. Upgrade Checklist - MS Windows 1. Release Notes Before proceeding please take time to read the latest Release Notes for this Prognosis installation. The Release Notes document can contain important information relating to the installation process and the operation of Prognosis. This document can be downloaded from the Prognosis Online web site. Go to: https://online.prognosis.com/products/download 2. Prognosis Installation Files Ensure that you have the Prognosis for Windows installation file (Prognosis10.exe). This can be downloaded from the Prognosis Online web site and saved to a suitable drive/folder on the Windows server (where required the installation may also be provided on CD/DVD). Go to: https://online.prognosis.com/products/download Windows XP - Ensure that the Prognosis.exe file is saved to a drive/folder that does not have encryption enabled. Encryption will lead to an error when trying to read the installation files. This applies to MS Windows XP only. 3. Has the Prognosis 10 license been received? When received, it is recommended that the license file be saved to the same folder as the Prognosis installation files. If the license file has not been received, please contact your Prognosis account manager. See: License File (page 12) 4. Carry out a backup of the previous Prognosis version. See: Backup Instructions (page 45). 5. Pre-requisite software The following software is required on the server. If the installer does not find this software on the destination machine it will be automatically installed (for Unattended Installations, this software will need to be manually.installed first.) Microsoft Visual C++ 2010 SP1 Redistributable Package (x86) needed to run 32-bit Prognosis code (on both 32-bit and 64-bit Windows) Microsoft Visual C++ 2010 SP1 Redistributable Package (x64) needed to run 64-bit Prognosis code (on 64-bit Windows) Microsoft.NET Framework 4 full needed to run.net 4 Prognosis code (on both 32- bit and 64-bit Windows). 6. Ensure that the correct level logon available (username/password) Administrator privileges will be required for the system on which Prognosis will be installed. Page 38