Version 7.3 VRU
Installation and Configuration
August 20, 2002
Table Of Contents
Section Subject Page #
1 Overview 1
2 Installation and Environment Considerations 2
3 Installing the Edify Electronic Workforce 5
4 Performing the Relius Administration 7.3 VRU Installation 6
5 Installing the Oracle Client (If Necessary) 13
6 Final Installation Steps 15
7 Setting Up the Edify Electronic Workforce and VRU Options 17
8 Importing Your VRU Databases 21
9 Running VRU Scripts Against Your Databases 24
10 Running VRU Move and Testing the VRU 25
Appendix A System Requirements 27
1 Overview
This document covers only the Relius Administration 7.3 Voice Response Unit (VRU) powered by Edify’s Electronic Workforce. To install Relius Administration 7.3, please refer to the Relius Administration 7.3 Installation and Configuration document. All references to the Relius Administration 7.3 VRU will be hereinafter called RA VRU.
The installation of the RA VRU involves the following basic procedures:
1) Read and understand the entire document before beginning.
2) Ensure Relius Administration 7.3 is installed and fully functional at each workstation.
3) For Edify 6.2, install Windows NT 4.0 Workstation or Server, NT 4.0 Option Pack, Internet Explorer 5.0, Windows NT 4.0 Service Pack 6a, all required Edify components, and Edify Electronic Workforce 6.2.
For Edify 7.2.1, install Windows 2000 Professional or Server, Windows 2000 Service Pack 2 or higher, all required Edify components, and Edify Electronic Workforce 7.2.1.
4) Install the RA VRU software.
5) Install MDAC, Microsoft .NET, the Oracle Client, and necessary components.
6) Run VRU scripts against databases.
7) Configure and test the VRU.
2 Installation and Environment Considerations
2.1 Program File Location
SunGard Corbel requires using the default locations for files to be installed. You will need your 6-character client ID (ABC123 format), the special Product Key Code provided, and the TCP/IP address of your database server before beginning.
2.2 Installation Methods
RA VRU software is only available on CD-ROM. A local CD-ROM drive is recommended and supported. Other methods of installing (network volumes, “push” or “ghost” technology, Z.E.N. Works, Zip Drives, etc.) are not supported or recommended.
If a remote, shared CD-ROM drive is used to load Relius Administration, it must be mapped with a drive letter assigned. Running the Relius Administration 7.3 SETUP.EXE from a CD-ROM accessed by browsing with Network Neighborhood will fail.
2.3 Software fixes via Internet
Fixes and support files are distributed via the Internet at http://www.sungardcorbel.com. Users must have Internet capability to receive these fixes. Visit our web site (http://www.sungardcorbel.com/support/subscribe.asp) and click “subscribe” to receive notification of new fixes by e-mail. SunGard Corbel does not send patches and updates through the mail. SunGard Corbel strongly urges that all users subscribe to this service. Updated documents are located at ftp://ftp.sungardcorbel.com/administration/ra73/docs.
2.4 Virus Scanners
Although SunGard Corbel 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. Clients should consider disabling virus-scanning software, install RA VRU, test the application, and then enable virus scanning.
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.
2.5 Upgrading from a previous version of QT VRU or RA VRU
This installation only covers new installations of RA VRU for Relius Administration 7.3. To upgrade from previous versions, you must run the “Service Pack” upgrade, available from our web site.
2.6 Windows NT/2000 Considerations
Edify’s installation notes and field notes require that the Windows NT a user with local Administrator rights must run the installation. If your VRU was staged by SunGard Corbel, a user by the name of Edify_User with the password of edify was created. Edify also requires that this password not be changed. If the password is changed, the Electronic Workforce will not operate. For more information, please see the installation notes on the Edify CD.
2.7 Network Protocol
Oracle no longer supports the SPX protocol. TCP/IP is the only protocol supported by SunGard Corbel. The database server must have a static TCP/IP address. Workstations can have a TCP/IP address automatically assigned, but SunGard Corbel recommends static TCP/IP addresses on the workstation. For more information, please see visit http://www.microsoft.com/ntserver/techresources/commnet/TCPIP/TCPIntrowp.asp or see your network administrator. You will need to enter the TCP/IP address of the database server during the installation.
2.8 Free Disk Space
During this process, your VRU databases will be rebuilt to accommodate the newest features of the Relius Administration 7.3 VRU and Web products. Because of these enhancements, the VRU databases will contain more information and will be much larger. You will need to have at least 2 to 4 GB of additional free space on your database server’s “data drive” before beginning.
2.9 Database Alias Names
All references to the database assume the aliases and SIDs are identical. Examples below:
· The Oracle SID of QTDB needs to have the alias of QTDB.
· The Oracle SID of VRU1 needs to have the alias of VRU1.
· The Oracle SID of VRU2 needs to have the alias of VRU2.
2.10 Hardware and Software Requirements
All hardware requirements are specified in Appendix A of this document.
· TCP/IP Network Protocol with static IP address on the database server and VRU.
· Minimum video resolution of 800 x 600 with 256 colors.
Systems Running Edify 6.2 / Systems Running Edify 7.2.1Windows NT Server or Workstation with Service Pack 6a.
Internet Explorer 5 or higher
Windows NT 4 Option Pack / Windows 2000 Professional or Server with Service Pack 2 or higher2.11 Adjusting Virtual Memory
· Click on Start | Settings | Control Panel and double-click the System icon.
· Click on the Performance Tab and click on the Change button. (Windows 2000 users click the Advanced Tab, click the Performance Options button, then the Change button.)
· If Virtual Memory Paging has not been set for the D: drive, set it now by selecting the D: drive and enter an Initial Size of 128 and Maximum Size of 192. Click Set then OK. You will need to re-boot the server when finished.
3 Installing the Edify Electronic Workforce
Installing the Electronic Workforce (EWF) is covered under Edify’s documentation. Normally, Relius Administration Technology will install EWF on your behalf. If you plan to install EWF on your own, please call Relius Administration Technology Support before proceeding.
You will find their documentation on the EWF CD. Simply right click the CD icon in Explorer and choose Electronic Workforce Help. For updated documentation, please visit their web site (http://online.edify.com/) and click on documentation. You will need to sign on as a registered user. To register, click the “register” link on their web site.
The following guidelines show the basic requirements for EWF to be properly installed. For more detailed information, consult the documentation on the Edify CD.
Systems Running Edify 6.2 / Systems Running Edify 7.2.1· Install Windows NT 4.0 Server
· Install Internet Explorer 5 or higher
· Install Windows NT 4.0 Option Pack
· Install Windows NT Service Pack 6a
· Install NMS MFC Update from the Edify CD
· Install NMS CT Access from the Edify CD
· Install NMS AG from the Edify CD
· Adjust appropriate configuration files (AG.CFG, CTA.CFG, etc.) to match your voice card(s)
· Install Edify Electronic Workforce 6.2 from the Edify CD / · Install Windows 2000
· Install Windows 2000 Service Pack 2 or higher
· Install NMS CT Access from the Edify CD
· Adjust appropriate configuration files (AG.CFG, OAMSYS.CFG, etc.) to match your voice card(s)
· Install Edify Electronic Workforce 7.2.1 from the Edify CD
4 Performing the Relius Administration 7.3 VRU Installation
Pre-installation Notes:
a) This installation is valid for Windows NT Server or Workstation 4.0 with Service Pack 6a or higher for systems running Edify 6.2. This installation is valid for Windows 2000 Server or Professional with Service Pack 2 or higher for systems running Edify 7.2.1. Any other operating system is not valid or supported.
b) Relius Administration 7.3 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 2 to 3 hours to complete. The process of upgrading the databases may take longer, depending on the amount of data in the databases.
e) Assure you have a valid backup of your VRU and a valid database export before proceeding. SunGard Corbel cannot be held responsible for the integrity of your data or servers.
f) Unless otherwise noted, all activity is conducted from the VRU.
4.1 Remove any icons or shortcuts from the StartUp folder. Additionally, programs that are set to launch when Windows is started can also be specified in C:\WINNT\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
4.2 Re-start the computer. Windows or other programs may have locked some files that need to be overwritten during the upgrade process.
4.3 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.
4.4 Temporarily disable all virus protection.
4.5 Insert the “Relius Administration 7.3 VRU/Web” CD into your CD-ROM drive. The installation’s “flash” screen should appear. Click “Begin Complete Installation.”
4.6 If the “flash” screen does not appear, click Start, then Run and type D:\Setup in the command box, substituting D: with the drive letter of your CD-ROM drive, then click OK.
4.7 The Relius Administration 7.3 VRU/Web Installation “Welcome” screen appears. Please note that all open programs need to be closed at this time. However, the Edify Electronic Workforce must be up. Click Next to continue.
4.8 You will be asked to insert the key disk that came with Relius Administration. Place the disk in the floppy drive and click OK.
4.9 You will need to enter the license code that came with your key disk. This code is case sensitive. Enter it carefully. If you enter it incorrectly, you will need to call Support for the codes that are required in the next steps.
4.10 You will be prompted to confirm or enter your Client ID. Please type in your Client ID and click Next to continue.
4.11 You will be prompted to confirm or enter your Product Key. The code is case-sensitive and will not install the correct options for your system if you enter it incorrectly. If you have more than one Product Key (using Web and VRU, for example), be sure to use the VRU Product Key. Carefully type in your Product Key and click Next to continue.
4.12 The Choose Destination Location screen will appear. SunGard Corbel requires the default location, C:\Program Files\Relius\Admin. Click Next to continue.
4.13 The installation program will uninstall previously installed EWF applications (if they exist) and begin copying and registering the VRU files to the appropriate locations. If prompted to overwrite files, click Yes.
4.14 Windows Installer and MDAC will then install in the background. MDAC will take several minutes. Do not interrupt.
4.15 If you are prompted to re-install XML Parser, click No. If not previously installed or if you click Yes, XML Parser will install in the background. Do not interrupt.
4.16 Windows Scripting Host will install in the background. Do not interrupt.
4.17 You may see the screen below. Be certain to click No. The installation is not yet finished. Hitting the <Enter> key or the <Spacebar> is the same as clicking Yes.
4.18 After all other products have completed installation the Microsoft .NET Framework will automatically install. According to Microsoft's web site, "The Microsoft .NET Framework is the comprehensive tool set for rapidly building and integrating XML Web services, Microsoft Windows®–based applications, and Web solutions." The installation will be automatic. It will take several minutes to complete. Do not interrupt the process.
4.19 Once the initial program files of .NET have installed, Service Pack 2 of .NET will install.
4.20 If an earlier version of Oracle Client was installed, the system will need to uninstall it. Click OK.
4.21 When finished, the installation will determine if your system needs the Oracle client software installed. If necessary, it will begin installing automatically (continue with Section 5). If Oracle 8 Client was previously installed, it will prompt you to re-install. Click No (continue with Section 6).
5 Installing the Oracle Client (If Necessary)
5.1 If necessary, the Oracle Client installation will start automatically. There may be a slight delay between screens. Do not interrupt the process.
5.2 Enter the path of the “Destination.” The path must be C:\ORACLE\ORA81. Click Next when ready.
5.3 The Product List will then load. This may take several minutes. Do not interrupt.
5.4 A flood bar will appear at the top-right corner of the Oracle Universal Installer screen. This shows the progress of the installation program preparing to copy files. Do not interrupt this process or click any buttons.
5.5 Files will begin installing to your hard drive. This process takes several minutes to complete. Do not interrupt the process. When the Oracle installation is complete, it will exit automatically.
6 Final Installation Steps
6.1 If prompted, enter the TCP/IP address of the database server and click Next.
6.2 The installer will then configure, compile, and install the Edify applications. DOS windows will appear. Do not interrupt.