Web+Center Installation and Configuration Guide

Welcome to the Web+Center Installation and Configuration guide. This document only contains the information necessary to install and configure the Web+Center web-based customer support / Help Desk and contact management application running on the Windows operating systems. Please reference other Web+Center documents for more product features and operations.

Other Web+Center Documents:

· Web+Center Linux Installation Guide

· Web+Center Getting Started Guide

· Web+Center User Guide

· Web+Center Programmers Guide

· Web+Center Power Point Training Module

· User guide for Auto-login with Active Directory

These documents can be reference on-line at http://www.inet-sciences.com/support/ or they can be found in the Documentation subdirectory of your Web+Center 5.0 installation.

Installation Support :

· Web-based FAQ, Help Desk Knowledgebase at:

o http://www.inet-sciences.com/support/

· Emails at support@inet-sciences.com

· Phone based support at (650) 949-0942 (9 AM -5 PM PST Pacific Standard Time)

Important Upgrade Information:

Licensed users must have a current support/upgrade contract to upgrade from version 4.0 to 5.0 Please contact ISS to obtain the upgrade kit. Free (3) Tech users wishing to upgrade must purchase an “Upgrade kit”. Please check for Upgrade Kit information on the ISS website for more details at http://www.inet-sciences.com/upgrade.html

What is Web+Center?

Web+Center is a suite of four web-based applications consisting of Customer+Center, a customer self help web application, Tech+Center, a Tech Staff Help Desk web application and Business+Center, a web Customer Relationship Management CRM application and Pocket+Center, a re-engineered user interface of the Tech+Center application designed to run on Pocket PC running a pocket browser. The Web+Center application is entirely a web-based application where the software is installed on one machine (typically Windows 2000/2003 or XP Pro ) and then clients access the application through any web browser (IE or Netscape or others) over the network just like any website.

Web+Center - Windows Installation

Web+Center Server Operating Systems – Windows 2003 Server, Windows 2000 Server/Professional, Windows XP Pro, Windows NT Server, Windows NT Workstation

Web+Center Client Requirements – Almost Web browser (Internet Explorer, Netscape, safari, etc) running on any platform (Windows, MAC, Unix, Linux, etc)

Databases

Web+Center supports two back-end databases, MS Access and SQL*Server 7/SQL 2000. For Access installations, one DOES NOT have to install Access on the server. All of the necessary Access database drivers come installed with Windows operating systems. SQL*Server users must separately purchase SQL*Server product to run this configuration.

There are 10 basic steps to installing the Web+Center application including:

Step 1 - Install Web Server - MS Internet Information Server (IIS)

Step 2 -Install Database Application (Access or SQL*Server)

Step 3 - Download and Run the Web+Center Installation Program.

Step 4 - Installing the Web+Center database

Step 5 - Configuring the ODBC Database Connection for Access /SQL

Step 6 - Setting up Web+Center’s Web Server Virtual Directories

Step 7 - Confirm Internet Information Services Settings

Step 8 - Set File Security Permissions for Web+Center Application and any IIS permissions settings

Step 9 - Performing Final installation and configuration tests

Step 10 - Accessing the Web+Center Application Suite

Step 11 (Optional) – Configuring Auto-login with Active Directory

Hardware and Software recommendations

Web+Center is a web-based client/server application. Web+Center is the software that is installed on a PC running Microsoft web server software (Internet Information Server or IIS). Internet Software Sciences does not provide any client software since each client user must use their own web browser.

To help maintain high availability and reliability, it is recommended that “production” uses of Web+Center reside on a machine that is dedicated as a web server where the proper backup, server maintenance, full time connectivity, and reliable power issues are handled. For evaluation purposes, Web+Center can be installed on any desktop machine equipped with the necessary software.

Web+Center can be configured to run on several Microsoft operating system platforms including Windows 2003/2000/XP/NT

Any Web+Center machine should have sufficient memory (128 MB) and disk capacity (1-4 GB minimum) to support the web server application, although the application can be installed on machines with fewer resources. The Web+Center application itself only requires around 15MB for the initial installation.

Step 1 - Install Web Server - MS Internet Information Server (IIS)

Windows 2003 (IIS 6.0) Instructions:

With Windows 2003 Server, the web server is not installed by default and the ASP (Active Server Pages) is not enabled. To install IIS, under Roles, add Application Server and choose to install the web server (IIS) server.

Once IIS is installed, enable the Active Server Pages script engine by:

Click on Start.. Administrative Tools.. Internet Information Services Manager

Click on the (+) Sign for Local computer or the website you are installing Web+Center to show the Web Service Extensions Folder

Click on the Web Server Extensions Folder to display it in the right hand window.

Select the Active Server Pages web service Extension and press the Allow button.

Windows XP/Pro and Windows 2000 Instructions

Internet Information Services is often not installed by default. To install Microsoft IIS:

(1) Click on START.. Control Panel

(2) Select Add or Remove programs and windows components

(3) In the Add/Remove Windows components, check the Internet Information Services (IIS)

(4) Press Next

(5) Press Finish

Step 2 - Install Database Application (Access or SQL*Server)

Web+Center is a web-based database driven application and requires a “backend” database to run all the database record creation and SQL queries. Web+Center can use either an Access compatible database or a SQL*Server 7/SQL 2000/SQL 2003 database.

Access Configurations

Access configuration is easiest to install and lowest cost database configuration. MS Access IS NOT even required to be installed on the Web+Center server machine as long as the Microsoft Access ODBC database drivers have been properly installed with the operating system which they typically are by default.

If you want to review the Web+Center database tables directly or install the Access ODBC drivers with the Access installation, install Microsoft Access. If your installation asks whether to install ODBC drivers, select YES to install them.

The Web+Center database comes in Access 2000 format. If you wish to view or change the database with another version of Access, it can be converted back to Access97 format by selecting a menu option in Access under Tools…. Database Utilities…. Convert Database… Convert to Previous Version.

SQL*Server 7/SQL 2000 or later Configurations

SQL*Server/SQL 2000/2003 must be purchased separately from Microsoft. We recommend SQL 7/SQL 2000 for Web+Center installations with more than 20 techs instead of Access although Access has proven to work for support groups with over 30 techs.

If you are running Web+Center with SQL*Server/SQL 2000 or later then install SQL*Server version 7.0/SQL 2000 on your machine.

All of the Microsoft software should now be installed and operational. Please verify that the database and web server appear to be properly installed.

Step 3 - Download and Install the Web+Center Files

Download the Web+Center self-extracting executable installation program (webcenter50.exe) from the Internet Software Sciences Web site into a local directory on your machine. The Web+Center installation program can be downloaded from the Internet Software Sciences web site at:

http://www.inet-sciences.com/

· Click on the DOWNLOADS button in the top button panel.

· Click on the Downloads For Windows Link

· Complete and Submit the Download Registration Form

· Click on the Link to Download the Web+Center 5.0 Program and save it to a local directory.

· The file that should be downloaded is called webcenter50.exe.

· Once installation executable is downloaded to a local directory, run the application by selecting Start -> Run -> Browse and select the executable file where you just downloaded.

· Note: If you have purchased a licensed version you will be sent a special license key with instructions on how to install the license key. This key is installed after a normal FREE (3) tech installation is completed with no changes to your current configuration.

· Note: Do not install this product under the wwwroot directory. Installing this application under the wwwroot will cause some special restrictive directory permissions that make the default Access database un-updateable unless the directory permissions are changed.

Complete all of the installation steps. The Web+Center installation program only creates directories and places files into those directories. Web+Center will not run until the remaining configuration steps listed below are completed.

Step 4 - Installing the Web+Center database

The Web+Center can be configured to work with Access or SQL*Server 7/SQL 2000. To use the Access database version, you will be using the “seed” database which is an Access database file called webcenter50.mdb. This file comes configured with (3) initial tech accounts and some default settings.

The SQL*Server version can be configured running the (2) SQL scripts to create the Web+Center tables and load default data into the database. The Access Database file and SQL Server database create scripts are all located in the \database directory of your webcenter50 directory tree.

Access Version – No additional installation steps are required for the Access database. Please go to Step 5

SQL*Server Version - Please follow the following steps below to create a Web+Center 5.0 SQL*Server database.

Step 4.1 – Launch the SQL Server Enterprise manager from the SQL*Server program list

Step 4.2 - Select the Action…. New Database menu option

Step 4.3 - In the Database Properties window, enter WebCenter50 into the name text box.

Step 4.4 - Click the Ok button to create this initial blank database.

Step 4.5 - Select the Tools… SQL Server Query Analyzer menu option and connect to your SQL*Server

Step 4.6 - Select the File … Open Menu option and navigate to the

C:\program files\Internet Software Sciences\Web+Center 5.0 \database directory and select the Createwebcenter50.sql SQL script.

Step 4.7 IMPORTANT: Select the database you want to run this query against. In the DB: drop down list on the right hand side of the Query analyzer tool bar, select the WebCenter50 database.

Step 4.8 – Press the green arrow (Query…Execute Menu Option) to build all of the tables and database settings.

Step 4.9 - Now that you have created the tables, populate the tables and create the Web+Center default tech user accounts and initial configurations by running the script called LoadWC50Defaults.sql. This script is located in the C:\program files\Internet Software Sciences\Web+Center 5.0 \database directory.

Step 4.10 IMPORTANT: Verify that the database selected is still pointing to the Webcenter50 database in the DB: drop down list.

Step 4.11- Execute this script by pressing the green arrow (Query…Execute Menu option) to build all of the tables and database settings.

Step 4.12 – You must create a user account for the webcenter50 database. The Web+Center software access the database using SQL*Server Authentication and requires one SQL*Server user account. You must create a SQL*User account of a user account with username of “wc50” and a password of “wc50pass”. (See Step 4.13 if you do not want to use these values)

To add this user account for your webcenter50 database, return to the SQL Server Enterprise Manager and expand the tree that displays Databases, Data Transformation Services, Management, and Security.

Expand the Security Folder to show the Logins icon.

Click on the Logins Icon.

Right Mouse click in the right hand window and select the New Login option.

In the Name text box, enter “wc50”.

For Authentication area, select the SQL Server Authentication radio button and enter the password of:

“wc50pass”

Enter the password again to confirm the password

Next select the Database Access Tab of this window. Check the Permit checkbox next to the webcenter50 database and select all of the roles for the wc50 user.

Next select the Server Roles Tab and check the System Administrator option.

Press the OK button to save this user profile.

Step 4.13 - If you do not want to use login of “wc50” and password of “wc50pass”, you must edit the following set of ASCII files with your login and password for your database.

· Edit the file css_access.dat, which is installed into the \web+center 5.0 \techcenter\ directory.

· Edit the Global.asa files in the \customercenter, \techcenter, \pocketcenter and \businesscenter directories that exist under the Web+Center 5.0 directory tree.

Note – this file is identical in each of the four directories, so for convenience you need edit it only once, and then copy it to each of the four directories.

· Edit the SetGlobal.asp files in the \customercenter, \techcenter, \pocketcenter and \businesscenter directories that exist under the Web+Center 5.0 directory tree.

Note – – this file is identical in each of the four directories, so for convenience you need edit it only, once and then copy it to each of the four directories.

· Restart the server after performing these changes to allow the web applications to parse the new information at startup.

Step 5A - Configuring ODBC Connection for Access Database

(See Step 5B for steps for configuring SQL*Server)

To configure the Web+Center application to communicate with the database, the ODBC database drivers are used to connect the application to the backend database.

Follow the steps below to configure an ODBC connection for the Web+Center MS Access database configuration. See steps 5B for SQL*Server configurations

Press the Windows Start Button
Select the Settings.. Control Panel option
Select Administrative Tools
Select Data Source (ODBC)

In the ODBC Database Source Administrator, window, click on the System DSN tab
Click on the Add… button.
Select the Microsoft Access Driver (*.mdb) and press Finish
On the Create New Data source Window, scroll down to the Microsoft Access Driver and select this option and press Finish

In the ODBCMicrosoft Access Setup window:
Enter the Data Source Name of “webcenter50_db”
Enter a description of Web+Center Database as “Webcenter”
Press the Select… button and navigate to the webcenter50.mdb database which can be found in the c:\program files\Internet Software Sciences\Web+Center 5.0\ database directory.
Select the webcenter50.mdb Access Database file.
Press OK