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

· Web+Center AD (Active Directory) User guide

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 6.0 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 (660) 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 5.0 to 6.0 Please contact ISS to obtain the upgrade kit. Existing Free (3) Tech users running Version 5.0 wishing to upgrade must purchase an “Upgrade kit” which includes scripts to migrate your database from Version 5.0 to Version 6.0 and also purchase a single tech license since Version 6.0 only offers a 2 tech free license. 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 five 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 and lastly, Reservation+Center, a comprehensive media or equipment/facilities reservation application to allow customers to reserve and schedule equipment for users from a catalog of resources. The Web+Center application is entirely a web-based application where the software is installed on one “server” machine (typically Windows 2000/2003 or XP Pro/Vista ) 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, Firefox, safari, etc) running on any platform (Windows, MAC, Unix, Linux, etc)

Databases

Web+Center supports two back-end databases, MS Access and SQL*Server 2005/2000. 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

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 Web server (IIS) software.

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

We recommend you install the application on a Windows 2000/2003 server OS since under XP Pro, Microsoft has limited the number of web connections with IIS to a maximum of 10 concurrent users.

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 2000/2005)

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 2000 or SQL Server 2005 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 SQL 2000/2005

SQL Server2000/2005 must be purchased separately from Microsoft. We recommend SQL Server 2000/2005 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 2000 /2005. then completely install the database application. Confirm that you can access the application called SQL Server Studio Manager if installing SQL Server 2005.

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 (webcenter60.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 6.0 Program and save it to a local directory.

· The file that should be downloaded is called webcenter60.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 the FREE (2) tech installation is completed with no changes to your current configuration.

· Note: Do not install this product under the inet-pubs/ 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 remaining 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 2000/2005. To use the Access database version, you will be using the “seed” database which is an Access database file called webcenter60.mdb. This file comes configured with (2) 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 webcenter60 directory tree.

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

SQL*Server 2005 Version - Please follow the following steps below to create a Web+Center SQL Server 2005 database. For SQL Server 2000, please see the instructions for SQL Server 2000 specific instructions after the SQL Server 2005 instructions.

Step 4.1 – Launch the SQL Server Management Studio under START… ALL Programs… Microsoft SQL Server 2005… SQL Server Management Studio. A connect to Server dialog window will appear. Press the Connect button to the appropriate database server.

Step 4.2 - In the Object Explorer area on the left hand side, right click on the Database and select the New Database menu option.

Step 4.3 - In the New Database window, enter “webcenter60” into the database name field

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

Step 4.5 – From the menu bar at the top of the SQL Server Management Studio, select the File… Open.. File.. Option

Step 4.6 – Navigate to the Web+Center database folder which is typically found at

C:\program files\Internet Software Sciences\Web+Center 6.0 \databases

And open the file called Createwebcenter60.sql. You will be asked to connect to the database engine so select the appropriate database and press Connect.

Step 4.7 IMPORTANT: Select the database you want to run this query with. In the upper left hand portion of the SQL Server Management Studio below the File.. Edit menu options will you see a drop down list of databases. Select the webcenter60 database

Step 4.8 – Click on the ! Execute button to create all of the tables and database settings. In the Messages window it should display a message indicating Command(s) completed successfully .

Step 4.9 – Run a second SQL script to populate the database with some default data.

Press the File.. Open.. File Option and navigate to the file called LoadWC60Defaults.sql. This script is located in the C:\program files\Internet Software Sciences\Web+Center 6.0 \database directory. It will prompt you to connect to the database, so select the appropriate database and press the Connect button.

Step 4.10 IMPORTANT: Select the database you want to run this query with. In the upper left hand portion of the SQL Server Management Studio below the File.. Edit menu options will you see a drop down list of databases. Select the webcenter60 database

Step 4.11- Click on the ! Execute button to create all of the tables and database settings. In the Messages window it should display a message indicating Command(s) completed successfully

Step 4.12 – You must create a user account for the webcenter60 database. The Web+Center software access the database using SQL Server Authentication and requires one SQL Server user account. You must create a SQL Server User account of a user account with username of “wc60” and a password of “wc60pass”. (See Step 4.13 if you do not want to use these values)

To add this user account for your webcenter60 database, in the SQL Server Studio Manager Click on Security and then Right Mouse Click and select the New… Login menu option.

In the Login name text box, enter “wc60”.

For Authentication area, select the SQL Server Authentication radio button and enter the password of: “wc60pass”

Uncheck the Enforce password policy

Change the default database to webcenter60.

Click OK

Click the + sign on Logins and Right Mouse click on the wc60 user and select the Properties menu option.

Next select Server Role in the upper left hand corner and select ALL and press OK.

Click on User mapping. Select the webcenter60 database. Check all of the boxes in the database role membership box at the bottom. Press the OK button to save this user profile.

Step 4.13 - If you do not want to use login of “wc60” and password of “wc60pass”, 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 6.0 \techcenter\ directory.

· Edit the Global.asa files in the \customercenter, \techcenter, \pocketcenter, \reservationcenter and \businesscenter directories that exist under the Web+Center 6.0 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, \reservationcenter and \businesscenter directories that exist under the Web+Center 6.0 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.

SQL Server 2005 users are finished with the database setup. Please proceed to Step 5B if you are a SQL 2005 user.

SQL*Server 2000 Instructions - Please follow the following steps below to create a Web+Cent