Version 12.0 Web/VRU/CSR

Installation and Configuration

February 8, 2007

Table Of Contents

Section Subject

1 Overview

2 Installation and Environment Considerations

3 Performing the Relius Administration 12.0 Web/VRU/CSR Installation

4 Web/CSR Installation Specifics

5 VRU Installation Specifics

6 Setting Up Initial Web/VRU Configurations

7 Setting Up Security Profiles and Web/VRU Settings

8 Running VRU Move and Testing the Servers

1 Overview

This document covers upgrading the Relius Administration 11.0 (or higher) VRU, Web, and CSR Servers to Relius Administration 12.0. To install Relius Administration 12.0 on a workstation, please refer to the Relius Administration 12.0 Installation and Configuration document. All references to the Relius Administration 12.0 Voice Response Units powered by Edify will be hereinafter called RA VRU. All references to the Relius Administration 12.0 Internet Server will be hereinafter called RA Web. All references to the Relius Administration 12.0 Customer Service Representative module will be hereinafter called RA CSR.

Only those modules for which you are licensed will be activated.

Relius Administration Web/VRU is a universal installation that can be used to update an earlier version (version 11.0 or higher) or configure a new server.

• If updating an existing server, it must already be running Relius Administration 11.0 or higher before beginning. Additionally, Oracle 10g Client and the Relius Administration 12.0 Workstation Component CD must be installed

• If installing on a new server, Oracle 10g Client and the Relius Administration 12.0 Workstation Component CD should be installed before installing Relius Administration 12.0.

Important Note

If you are using the Relius Administration Web, VRU, or CSR modules, you must already be running Relius Administration 11.0 or later, including workstations, database, Web, VRU, and CSR. If your systems are not yet running 11.0 or later, installing RA12.0 to the workstations may cause additional delays and downtime. If you have not already installed 11.0 or if you are unsure about the version you are currently running, please contact Technology Support for assistance.

The installation of RA Web/VRU/CSR involves the following basic procedures:

1) Read and understand the entire document before beginning.

2) Ensure Relius Administration 12.0 is installed and fully functional at each workstation and the databases have been successfully upgraded.

3) Ensure the Relius Administration Web/VRU/CSR Component CD is installed on your servers.

4) Ensure your database has been properly exported and backed up.

5) Install Web/VRU/CSR.

6) Configure and test the Web/VRU/CSR systems.

2 Installation and Environment Considerations

2.1 Installation Methods

The Oracle 10g Client and the Component CD must still be installed to your servers before beginning this update.

Relius Administration 12.0 Web/VRU/CSR is only available via download from the SunGard Relius support web site (http://www.relius.net/support/loginform.asp). Downloading the installation to a local drive is recommended and supported. Other methods of installing (installing directly from the SunGard Relius web site, “push” or “ghost” technology, Z.E.N. Works, Zip Drives, etc.) are not supported or recommended.

If a network drive is used to install, it must be mapped with a drive letter assigned. Running the installation from a network drive accessed by browsing with Network Neighborhood will fail.

2.2 Software fixes via Internet

Fixes, support files, and updated documents will be generally distributed via the Internet at http://www.relius.net/support/loginform.asp. Users must have Internet capability to receive these fixes. Visit our web site (http://www.relius.net/support/subscribe.asp) and click “Subscribe” to receive notification of new fixes by e-mail. SunGard Relius does not send patches and updates through the mail. SunGard Relius strongly urges that all users subscribe to this service.

2.3 Virus Scanners

Although SunGard Relius does not endorse, support, or recommend any particular method, virus protection is encouraged on servers and workstations. The two most popular are Symantec’s Norton Anti-Virus and McAfee VirusScan by Network Associates. You should update your virus definition files regularly. Norton's “Script Blocking” option can cause problems on web servers. Clients using Norton with Script Blocking turned on should test the functionality of RA Web application to determine whether script blocking is affecting our Active Server Pages.

Certain versions of the Anti-Virus programs also install a Web Filter or Web Security. If this option is set too high it can cause serious connectivity errors and web lockups for your clients. The Web Filters or Web Security portions of the files are not supported because they emulate a firewall environment. Software firewalls are not supported by SunGard Relius and should be disabled during installation. If the security settings are too high, the web server may not work correctly. Exercise caution when implementing this manner of security.

Some virus scanners – if active during the installation – can interfere with a successful installation. Symptoms include an error message stating that a file cannot be overwritten. Temporarily disable virus scanning before starting the installer.

2.4 Windows 2000/2003 Server Considerations

Web/CSR: Windows Server 2003 (Web, Standard, and Enterprise Editions) is now the only supported version for Web and CSR. The Relius Administration 12.0 Web/VRU/CSR installation will fail on Web/CSR servers upgraded from Windows 2000 Server.

ASP.NET: Microsoft’s ASP.NET must be installed and enabled on Web/CSR servers.

• Open a Windows Command Prompt and set your directory to C:\Windows\Microsoft.NET\Framework\v1.1.4322.

• From the Command Prompt, type ASPNET_REGIIS –i –enable <Enter>

VRU: The VRU server must remain on Windows 2000 until further notice.

The Windows 2000/2003 Server local Administrator must run the installation. SunGard Relius requires the use of the default local Administrator. For more information, please call Technology Support.

The Relius Administration Web/VRU/CSR Server cannot be configured as a primary or backup domain controller (PDC or BDC). It must be a member server of a workgroup or domain. If the server is configured as a PDC or BDC, the Web/VRU/CSR products will not correctly install, configure, or function. The only solution in these circumstances is to format the server and re-install the operating system and Relius Administration products.

The use of virtual environments and connections, such as Microsoft Virtual Server or VMWare, are not supported by SunGard Relius. If a virtual environment is detected, the installations will abort. For additional technical information regarding this topic, please contact Relius Administration Technology.

2.5 Upgrading from a Previous Version

The only version from which you can run this installation is Relius Administration 11.0 or later Web/VRU/CSR. If your system is at an earlier version, you must first upgrade your server to RA 11.0.

Web/CSR servers previously running Windows 2000 Server must format the drive and install Windows Server 2003 “fresh” before beginning. Web/CSR Servers that have been upgraded from Windows 2000 Server will neither install nor run Relius Administration 12.0 Web/CSR.

Please note that if you have SSL, custom graphics, and other non-standard settings on your existing Windows 2000 Web Server, you must export/backup this information to a safe location before formatting your drive. SunGard Relius cannot be held responsible for lost data.

2.6 Firewall and DMZ Considerations

Clients need their Internet environment to be as secure as possible. Although SunGard Relius recommends the use of firewalls and other security measures, SunGard Relius cannot assist clients in the implementation and maintenance of such technology.

Firewalls should not be of the software variety. This is due to software firewalls being less secured than hardware firewalls. Hardware firewalls are more secure but require more knowledge of the system in setting up the connectivity and ports.

By default, a hardware firewall is setup and installed between the client trying to access your website and the web server itself. In this case, the only port that should be “opened” on the Hardware Firewall should be port(s) 80 or 8080. These ports are the default web ports for networks worldwide. Opening these ports will only allow data to pass through these ports when clients access the web site.

DMZ environments are complicated to design and implement and therefore are NOT supported by SunGard Relius.

In a DMZ environment, the firewall is between the Web Server and the Database Server on your network. The firewall must support Oracle Port Redirection. For more information, please contact Relius Administration Technology Support at 1-800-326-7235.

2.7 Hardware and Software Requirements

All hardware requirements are specified on our web site (http://www.relius.net/support/qt_technology.asp).

• Web: Windows Server 2003 (Web, Standard, or Enterprise Edition) with Service Pack 1 may be used for the Web Server only.

• VRU: Windows 2000 Server with Service Pack 4 or higher.

• TCP/IP Network Protocol for multi-user systems. The database server must have a static IP address.

• Internet Information Services must be installed and set up (Web/CSR).

• Edify 8.0 must be installed on VRU servers.

• Minimum video resolution of 800 x 600 with 256 colors.

2.8 Post-Installation Configuration

Many enhancements have been placed in Relius Administration 12.0 Web/VRU/CSR. After the installation, users will need to make several configuration changes to their servers. Most of the documentation containing detailed instructions on configuration can be obtained from Relius Administration Software Support.

2.9 Edify Security Considerations

Once Edify is properly installed and configured, you must not change the “machine name” of your Edify server or the password of the user that installed Edify. Edify’s Electronic Workforce Administrator depends on a consistent “machine name” and UserID/Password configuration to run properly.

2.10 Cascading Style Sheets

Cascading Style Sheets (CSS) are used to attach a style (colors, fonts, etc.) to a web site. In Relius Administration Web 12.0, the CSS structure and the page structure have been modified to more closely conform to current web design standards. Some of the benefits of this modification are as follows:

• Previously the site was structured using tables. The left menu, banner, and page content were all in separate rows and columns in a table. It is more appropriate to use CSS for positioning, where possible, and only use tables when tabular data is present.

• With an eye toward the future, this change will assist with making the web site accessible to the blind and interpretable by screen readers.

• In addition the CSS has been modified to handle media types. Now when the page is printed (even without using the print view button) the page can be formatted to a printer-friendly layout because the browser recognizes the media type as a printer not a display. For example, when printing, the top banner and menu can be removed via CSS. This will facilitate removal of the print view button. The print view button requires the page to be viewed using different logic. This requires a repeated query for a printer-friendly display. By using media types, the site can display the screen for printing without redundantly going back to the server.

• The site can also alter the page for printing without altering the logic used to generate the page. The printable page can also have items shown that would otherwise require the user to highlight and expand them for display. For instance the transaction history screen is by default “rolled up.” Using CSS this screen can be “unrolled” for printing using CSS and the media type.

If you have customized (modified or created new) the CSS file for your web site, then you must propagate the changes into the latest version of the CSS files. Click here (ftp://ftp.corbel.com/qtftp/download/RAtech/SampleCSS/csssamples.zip) to download a zip file containing sample Internet Explorer and Netscape CSS files for RA Web 12.0 to assist you with propagating your changes prior to the 11.0 upgrade.

3 Performing the Relius Administration 12.0 Web/VRU/CSR Installation

Pre-installation Notes:

a) This installation is valid for Windows 2000 Server with Service Pack 3 or higher for VRU Servers and Windows Server 2003 (Web, Standard, or Enterprise Edition) for Web/CSR Servers. Any other operating system is not valid or supported.

b) Relius Administration 12.0 must be installed and fully functional (including database upgrade scripts) at each workstation before beginning this installation.

c) Be sure no screen saver will become active during the installation. If a screen saver is to be used after the installation, the default “logon” and the “blank” screen savers use the fewest resources on the server.

d) The installation process takes approximately 1 hour to complete. The process of upgrading the databases may take longer, depending on the amount of data in the databases.

e) Ensure you have a valid backup of your server(s) and a valid database export before proceeding. SunGard Relius cannot be held responsible for the integrity of your data or servers.

f) Unless otherwise noted, all activity is conducted from the server(s) being upgraded.

3.1 Ensure you have run the Web/VRU Component Install CD.

3.2 Download the self-extracting installation program from the SunGard Relius FTP Site (http://www.relius.net/support/loginform.asp) and copy it to an easily accessed location, preferably a local drive on each server. In these instructions, D:\Temp will be used.

3.3 Remove any icons or shortcuts from the StartUp folder. Services (such as real-time virus scanning) that may impede or interfere with the installation should be stopped and set to “Manual” before proceeding.

Additionally, programs that are set to launch when Windows is started can also be specified in C:\WINDOWS\WIN.INI. Please edit this file using Notepad. Temporarily remark the entries RUN= and LOAD= by placing a semi-colon (“;”) in front of the line (if programs are specified), then Save and Exit the WIN.INI file. Example of remark:

;RUN=EXAMPLE.EXE

3.4 Re-start the computer. Windows or other programs may have locked some files that need to be overwritten during the upgrade process.

3.5 VRU Servers: Open Control Panel. Double click “Services.” If Electronic Workforce is not started, start the service before running the installation. Edify must be “up” for a successful installation.

3.6 Temporarily disable all virus protection.

3.7 Click Start, then Run and type D:\Temp\ReliusAdminWebVruCsr12.exe in the command box, then click OK.

3.8 Because this installation is a self-extracting executable, several files will extract and copy to temporary locations for the installation process.

3.9 The Relius Administration 12.0 Web/VRU/CSR Installation “Welcome” screen appears. Click Next to continue. Upgrade installations will skip to Step 3.15.

3.10 New installations will prompt for the ClientID. Enter the six-character ClientID provided by SunGard Relius and click Next.

3.11 New installations will also be prompted whether they want a “Typical” or “Custom” installation. Choosing “Typical” skip Step 3.13.

3.12 New installations will be prompted for the location of the program files. The default is C:\Program Files\Relius\Admin. When you have entered your desired path, click Next.

3.13 New web installations where “Custom” was chosen will see choices for the path and virtual directory names of two web sites that will be created. The defaults are ReliusWeb (using the directory of C:\InetPub\WWWRoot\ReliusWeb) and RACsrWeb (using the directory of C:\InetPub\WWWRoot\RACsrWeb).

3.14 New installations will skip to Step 4.1.

3.15 If you have already installed this release, you will be prompted to continue. There is usually no harm in continuing, but it is not always necessary. Special circumstances may dictate reapplying this update, such as troubleshooting and maintenance, or at the recommendation of Support.

3.16 You may be prompted whether you are using VRU databases. If you are uncertain, select No. No changes will be made to your databases or connectivity if this is a new installation.

3.17 For updates, database update scripts will need to be run against your VRU databases.

3.18 You will be prompted to ensure your databases are backed up.

3.19 You will also be asked to verify that all users are disconnected from the system.

3.20 Note the database names that reflect the database being updated. Please be patient and do not interrupt the process.

3.21 At this point, the installation will proceed according to your server’s configuration. Web installations continue with Section 4. VRU installations continue with Section 5.

4 Web/CSR Installation Specifics

4.1 Internet Information Services will stop automatically. Windows Server 2003 may take some time to stop IIS under the installation. Do not interrupt the process.

4.2 Files will copy to your server.

4.3 Servers upgrading from version 11.x: Before each web site directory is updated, you will be asked to back it up. SunGard Relius urges a backup of each directory to preserve any customization that may need to be restored.

4.4 Relius Administration Web/CSR 12.0 will configure its settings and update the applications.

4.5 When finished, you may need to reboot the server. Be certain that “Yes, I want to restart my computer now” is selected. Click Finish. Continue with Section 6.

5 VRU Installation Specifics

5.1 Existing Edify applications will first uninstall.

5.2 Files will copy to your server.

5.3 Relius Administration 12.0 VRU will configure its settings.

5.4 The new Edify applications will install, configure, and submit job requests. You may see “DOS” windows flash in the background. This is normal and expected. Do not interrupt.

5.5 When finished, you may need to reboot the server. Be certain that “Yes, I want to restart my computer now” is selected. Click Finish. Continue with Section 6.

6 Setting Up Initial Web/VRU Configurations

After installing Relius Administration 11.0 Web/VRU/CSR, you will need to initialize the options, which are now stored in the database. The “Web Options” and “Web Utilities” files no longer exist on Web and VRU servers.

6.1 If action was taken in Step 3.3, restore the icons or shortcuts that were temporarily removed from the StartUp group or folder and remove the remark from the RUN= and LOAD= statements from WIN.INI. Restart any services that were temporarily set to “Manual” and – if necessary – place them back in “Automatic” mode.

6.2 You will need to initialize your databases. Click Start | Run, then type C:\Program Files\Relius\Admin\InitializeDatabases.exe and click OK.

6.3 Enter the information for your database connectivity for each database. The default databases are RADB, RAV1, and RAV2.

6.4 The default Usernames and Passwords are SYSADM. After entering the information for each database, click Test Connection. If the connection is successful, you will see the screen below. Click OK.

6.5 Once you have a successful connection, click Save Settings, which will no longer be grayed out. When the entries have been saved, you will see a check mark beside the button.

6.6 If you are using VRU databases, check the option stating so and repeat the process for each VRU database. When you have saved each VRU database setting the “Run Scripts” button will enable.

6.7 If you haven’t already run Web/VRU scripts against your VRU databases, click Run Scripts. This will take a few minutes, and the process will inform you when complete. Close the Database Initialize tool.

6.8 To configure your settings, Click Start | Programs | Relius | Admin | Web/VRU Configuration. Your Configuration program will look like what you see below.

6.9 Choose one of the “Applications” listed on the left side of the Configuration window. In many cases, clients are installing Relius Administration 12.0 Web to a “fresh” operating system where no previous RA Web applications existed. If no applications exist, click File | New | Web Site to create one. (If no application exists on your VRU, you will be prompted for a location automatically.) Choose the directory where your web site (or voice clips for VRU) was installed and click OK. The default for Web is C:\InetPub\WWWRoot\Reliusweb, and the default for VRU is C:\Qtech.

6.10 You may be prompted for database information again. Enter in your database connection string and click Test. If the connection was successful, click OK.

6.11 If no default text exists for that particular web site (or it is outdated), you will be prompted to import new text. Click Yes. If you are licensed for multilingual web, you may be prompted a second time.

6.12 Make the changes appropriate to your particular settings. Each description must be unique. Be sure to include a full address in the URL field.

6.13 Click File | Save.

6.14 Repeat this process for each “Application” on each VRU and Web server. If you are installing RA CSR on a “fresh” operating system, you may need to create another Web Site directory. Create the folder C:\InetPub\WWWRoot\RACsrWeb. Then copy all files from C:\Program Files\Relius\Admin\ReliusWebSrc (the source folder). Repeat steps 6.9 through 6.13.

6.15 Part of the validation process on the VRU is to check for unrecorded voice clips. If voice clips are not recorded, the VRU may produce erroneous information or inadvertently hang up. If you receive a list of clips that have not been recorded, please record them before testing your VRU on participant information.

6.16 Clients who have customized their Cascading Style Sheets (CSS) must propagate those changes into new CSS files provided by SunGard Relius. See Step 2.11 for more information.

7 Setting Up Security Profiles and Web/VRU Settings

Because security profiles in Relius Administration have been fine-tuned during the upgrade to 11.0, you will need to adjust your profiles. The default for new and adjusted profiles is “No Access.” To enable a user for certain modules, you must adjust the security profiles.

All tasks in this Section must be performed at a Relius Administration workstation.

7.1 Open Relius Administration and sign on as a user with rights to System Administration. From the main menu, click Utilities | System Administration | System Administrator Update.

7.2 From the System Administration menu, click the “Security Profiles” tab. Double click the profile you wish to edit. Change the level of security (specifically, checking “Customer Service Module,” “VRU Options,” “Web Options,” and any other settings you deem appropriate for that profile) to your desired settings and click Modify. Repeat this process for each security profile you wish to change.

7.3 From the Relius Administration Main Menu, click Utilities | VRU / Web Administration | Web Options.

7.4 Select the “site” you wish to adjust, click “Load,” make adjustments to your site, then save your changes. Repeat this process for each site. Click Exit.

7.5 From the Relius Administration Main Menu, click Utilities | VRU / Web Administration | VRU Options. Make your adjustments to the VRU, save your changes, and click Exit.

7.6 From the Relius Administration Main Menu, click Utilities | VRU / Web Administration | Custom Text. You will be asked to choose which site’s custom text you wish to edit.

7.7 Using “tree branch” browsing, select the text you wish to customize. When you have finished, click File | Save, then File | Exit.

7.8 You can change your “Logo” on the top of your web site by adjusting the settings in Custom Text | General ASP Messages | LeftBannerLogo. To eliminate the logo on the right, adjust the settings in Custom Text | General ASP Messages | LeftBannerLogo and change the file name listed therein to transparent.gif.

8 Running VRU Move and Testing the Servers

8.1 From a Relius Administration 12.0 workstation, open Relius Administration and enable your plans, participants, and plan sponsors (if applicable) to access your web server. Setting up plans must be completed before running VRU Move. For more help within Relius Administration, click Help | Contents or press the <F1> key.

8.2 From a Relius Administration 12.0 workstation, execute VRU Move (normally C:\Program Files\Relius\Admin\UVRUMOVE.EXE) twice. To review the log generated by VRU Move, browse to C:\QtTemp and look for the most recent log file, starting with the name “VRUMove.”

8.3 Workstations accessing CSR must have Microsoft Internet Explorer 6.0 or higher.

8.4 Web servers can now be set to use the same “site” for both Web and CSR – http://yourweb/reliusweb/csr.aspx. You may have to adjust IIS at the Web Server by adding Csr.aspx to the ReliusWeb Virtual Directory’s settings and placing it second only to Default.aspx.

8.5 Log on to the Web/CSR Server using the URL assigned to it (i.e., http://yourweb/reliusweb/ or http://yourweb/racsrweb/) or call your VRU. Enter a test UserID and Password. For troubleshooting, please call Support at 1-800-326-7235, Option 3.

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