Version 11.1 Web/VRU/CSR

Update Installation and Configuration

June 23, 2006

Table Of Contents

Section Subject

1 Overview

2 Installation and Environment Considerations

3 Performing the Relius Administration 11.1 Web/VRU/CSR Upgrade

4 Setting Up Initial Web/VRU Configurations

5 Setting Up Security Profiles and Web/VRU Settings

6 Running VRU Move and Testing the Servers

1 Overview

This document covers upgrading the Relius Administration 11.0 VRU, Web, and CSR Servers to Relius Administration 11.1. To install Relius Administration 11.1 on a workstation, please refer to the Relius Administration 11.1 Installation and Configuration document. All references to the Voice Response Units powered by Edify will be hereinafter called VRU. All references to the Internet Server will be hereinafter called Web. All references to the Customer Service Representative module will be hereinafter called CSR. Only those modules for which you are licensed will be activated.

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

1) Read and understand the entire document before beginning.

2) Ensure Relius Administration 11.1 is installed and fully functional at each workstation and the databases have been successfully upgraded.

3) Ensure RA Web/VRU/CSR and all related components required to properly function are installed on your servers.

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

5) Install the Web/VRU/CSR Service Pack, including running updated scripts against databases.

6) Test the Web/VRU/CSR systems.

Important Note If you are using the Relius Administration Web, VRU, or CSR modules, you must already be running the latest release of Relius Administration before applying this release. This means that your workstations and database must already be running Relius Administration 11.1, upgraded from Relius Administration 11.0. In addition, your WEB, VRU, and CSR servers must also already have 11.0 installed.

2 Installation and Environment Considerations

2.1 Installation Methods

This Service Pack is only available via download from SunGard’s support web site (http://www.relius.net/support/loginform.asp). Downloading the Service Pack to a local drive is recommended and supported. Other methods of installing (“push” or “ghost” technology, Z.E.N. Works, Zip Drives, etc.) are not supported or recommended.

If a network drive is used to load the Service Pack, 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 does not send patches and updates through the mail. SunGard strongly urges that all users subscribe to this service.

2.3 Virus Scanners

Although SunGard 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 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

Windows Server 2003 (Web, Standard, and Enterprise Editions) is now supported for Web and CSR. The VRU server must remain on Windows 2000 until further notice.

The Windows 2000/2003 Server local Administrator must run the installation. SunGard 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 VRU must remain at Windows 2000 Pro or Server until further notice.

2.5 Upgrading from a Previous Version

The only version from which you can run this Service Pack 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.

2.6 Database Alias Names

All references to the database assume the aliases and SIDs are identical. Database names changed from Oracle 8i to Oracle 10g. Please use them accordingly. Examples below:

Oracle 8i Oracle 10g Main Database QTDB RADB 1st VRU Database VRU1 RAV1 2nd VRU Database VRU2 RAV2

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) may be used for the Web Server only.

• VRU: Windows 2000 Server with Service Pack 3 or higher. Before installing Service Pack 4, please call Technology Support.

• TCP/IP Network Protocol with a static IP address on the database server. • 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 Firewall and DMZ Considerations

Clients need their Internet environment to be as secure as possible. Although SunGard recommends the use of firewalls and other security measures, SunGard 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 set up and installed between the client trying to access your website and the web server itself. In this case, the only ports that should be “opened” on the Hardware Firewall should be port(s) 80 or 8080, as well as 443. 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.

In a DMZ environment, the firewall is between the Web Server and the Database Server on your network. Due to Oracle working on certain ports, there are inherent connection issues with this setup. Oracle is currently working with firewall vendors in order to alleviate these issues. For more information or questions about configuring this type of connection, please contact Relius Administration Technology Support at 1-800-326-7235.

2.9 Post-Installation Configuration

Many enhancements have been placed in Relius Administration 11.1 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.

3 Performing the RA 11.1 Web/VRU/CSR Upgrade

Pre-installation Notes:

a) This installation is valid for Windows 2000 Server (or Professional) with Service Pack 3 or higher. Windows Server 2003 (Web, Standard, or Enterprise Edition) may be used for the Web Server only. Any other operating system is not valid or supported.

b) Relius Administration 11.1 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 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 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. In these instructions, D:\Temp will be used.

3.2 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

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

3.4 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.

3.5 Temporarily disable all virus protection.

3.6 Click Start, then Run and type D:\Temp\ReliusAdminWebVruCsr111.exe in the command box, then click OK.

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

3.8 The Relius Administration 11.1 Web/VRU/CSR Installation “Welcome” screen appears. Some systems may place the installation screens in the background. Click the flashing icon on your taskbar or use <Alt> + <Tab> to bring the installation to the foreground. Please note that all other open programs should be closed at this time. Click Next to continue.

3.9 If you have already installed this Service Pack, 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.

3.10 The installation will first check the level of your database.

3.11 If no database links exist, they will be created.

3.12 The process will repeat for each of the VRU databases. You should allow the scripts to run at least one time on each database. The systems will not function properly without the scripts being successfully run on each database. Be patient and let the process complete without interruption. If you answer Yes, you will need to repeat Steps 3.10 and 3.11 on both VRU databases.

3.13 If the Web/VRU/CSR scripts have already been run against your databases, you will be prompted to run them again. It is not always necessary, but there is no harm. If you have successfully applied this update to your VRU and are now applying it to the Web server (or vice-versa), you need not re-run the scripts. If you are attempting to fix a potential problem, you may wish to re-run the scripts. If you click “No,” the installation will skip to Step 3.17.

3.14 You will then be prompted to run the database upgrade scripts against your database.

3.15 All users need to be logged out, and your database should have already been backed up. Click Yes.

3.16 Several minutes will pass while the scripts are running. Do not interrupt the process.

3.17 A summary log file will generate after the scripts have run successfully.

3.18 When the scripts are complete, the installation program will prompt you to back up your Web files.

3.19 If you answered “Yes,” you may be prompted for a location. The default is C:\Program Files\Relius\Admin. A new directory will be created within that folder (named after the original name and its previous version), where all your current files will be backed up.

3.20 Next, the installation will back up any necessary files, uninstall “packages,” copy files, install “packages,” and restart some services. Some screens will be different than what is displayed in these instructions, depending on the servers being upgraded.

Appearance on Web/CSR Appearance on VRU

3.21 The installation is complete. This is the final screen you will see. If prompted to reboot, select “Yes, I want to restart my computer now” and click Finish. Because some components provided by Microsoft were updated (and you may have stopped some services before beginning), you may need to reboot the computer.

3.22 If action was taken in Step 3.2, 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.

4 Setting Up Initial Web/VRU Configurations

After installing Relius Administration 11.1 Web/VRU/CSR, you will need to initialize the options, which are now stored in the database.

4.1 To initialize your settings, Click Start | Programs | Relius | Admin | Web/VRU Configuration from the Web or VRU server. Your Configuration program will look like what you see below.

4.2 Choose one of the “Applications” listed on the left side of the Configuration window.

4.3 Make the changes appropriate to your particular settings. Each description must be unique.

4.4 Test and set your database connection information.

4.5 Click File | Save.

4.6 Repeat this process for each “Application” on each VRU and Web server.

5 Setting Up Security Profiles and Web/VRU Settings

Because security profiles in Relius Administration have been fine-tuned during the upgrade to 11.1, 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.

5.1 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.

5.2 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.

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

5.4 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.

5.5 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.

5.6 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.

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

6 Running VRU Move and Testing the Servers

6.1 Re-install Service Pack 3 or higher. You may also need to re-install any patches to your operating systems. You can download these service packs and updates from Microsoft’s web site (http://www.microsoft.com/). Please note: The best and most problem free way of installing additional security and program patches supplied by Microsoft is to set the WWW Publishing Service, FTP Publishing Service, and SMTP Publishing Service to Manual and rebooting the server. Once the update or HotFix has been applied and you restart your Web or VRU server, you can set these services back to automatic and start them for use. Reinstalling HotFix Q296441 or HotFix Q298012 may cause your system to fail. Some future HotFix patches may produce similar results. Use these patches with caution.

6.2 From a Relius Administration 11.1 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 with Relius Administration, click Help | About or press the <F1> key from anywhere within the program.

6.3 From a Relius Administration 11.1 workstation, execute VRU Move (normally C:\Program Files\Relius\Admin\UVRUMOVE.EXE) twice.

6.4 If not already installed, all workstations that will access the CSR module need to have Microsoft Internet Explorer 6.0 or higher installed.

6.5 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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