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 http://crm.rightnw.cm 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
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
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
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
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 x86 850 MB free x64 2 GB free 512 MB virtual memry 2 Administratr Minimum: 1 GB Recmmended: 2 GB 1.5 GHz r greater x86 850 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 31. http://crm.rightnw.cm/app/answers/detail/a_id/31 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
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 http://rightnw.custhelp.cm. 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) 1.6.0 build 24 r newer Custmer Prtal Adbe Dreamweaver CS4 and CS5 page 6 f 11
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
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
Installatin Methdlgies Web-based Installatin: T use the mst cmmn installatin methdlgy, an agent simply navigates t the apprpriate URL, fr example: http://interface.custhelp.cm/cgi-bin/interface.cfg/php/admin/launch.php 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
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
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