Internet Survey Tool for Customer Service

Transcription

1 5LJKW1RZ0HWULFVΠInternet Survey Tool for Customer Service,QVWDOODWLRQ*XLGH by RightNow Technologies P.O. Box Enterprise Boulevard Bozeman, MT Toll Free: Web address: address:

2 7UDGHPDUNV RightNow is a registered trademark of RightNow Technologies, Inc. RightNow Web, RightNow Metrics, RightNow Live, RightNow Locator, Revelation, SmartAssistant, SmartConversion, SmartSense, RightStart, SmartAttribute Technology, ProServices, and Talk RightNow are trademarks of RightNow Technologies, Inc. Any trademarks, trade names, service marks, or service names owned or registered by any other company and used here are the property of their respective companies.

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5 3UHIDFH Welcome to RightNow Metrics, the ground-breaking survey and measurement tool to keep your business activities on target. RightNow Metrics is designed to efficiently conduct online market research to measure customer satisfaction, collect market intelligence, and identify product and service enhancements. Available in standalone mode, integrated with RightNow Technologies Internet customer service product RightNow eservice Center (eservice Center), or integrated with other customer relationship management (CRM) tools, RightNow Metrics provides Internet custom surveys to external and internal parties to gather important information for making business decisions. Integrated with eservice Center, RightNow Metrics can, for example, automatically ask customers about the quality of service received, or generate lists of customers with certain characteristics for follow-up contact. Some of the more common survey applications include customer and employee surveys, Web site feedback, product concept testing, opinion polls, and course evaluations. $ERXWWKLV0DQXDO This manual is a complete guide to successfully installing RightNow Metrics. To install RightNow Metrics, you must have a basic knowledge of operating systems and database installations and requirements. You also must have access to a database administrator to perform necessary database administration and maintenance procedures. This manual contains the following chapters: Chapter 1, Introduction Contains an overview of the installation process for RightNow Metrics, including integration, utilities, and language packs. Chapter 2, System Configuration Contains information about RightNow server architecture, system requirements, and downloading RightNow Metrics. Chapter 3, Database Preparations Contains procedures for creating a MySQL or MS-SQL database and setting user privileges. This chapter also includes instructions for preparing an Oracle database. Chapter 4, Windows NT/2000 Installation Procedures Contains procedures for installing, modifying, repairing, and removing RightNow Metrics on Windows NT/2000 platforms using MS-SQL or Oracle databases. Chapter 5, UNIX Installation Procedures Contains procedures for installing, modifying, repairing, and removing RightNow Metrics on UNIX platforms using MySQL or Oracle databases. Chapter 6, Language Pack Installation Contains procedures for installing a language pack for RightNow Metrics. L

6 Chapter 7, Troubleshooting Installations Contains information on troubleshooting installations. &RQYHQWLRQV As you read RightNow Metrics 4.3 documentation, you will notice the following conventions: Example Path: Active Surveys>Usage Configuration>RightNow Metrics>General> Survey Settings>SURV_ADMIN_PASSWD <angle brackets> Describes Identifies the path to access a page in RightNow Metrics, including any buttons or drop-down menus necessary to access a particular function. Paths appear immediately before the RightNow Metrics page. Identifies the submenus for configuration or message base settings accessed from the Configuration and Message Base Editors. Indicates variable information specific to your RightNow applications. Indicates a new feature in this release of RightNow Metrics. Indicates a feature that has changed in this release of RightNow Metrics. 5LJKW1RZ7HFKQRORJLHV'RFXPHQWDWLRQ RightNow documentation includes several manuals to help you install, administer, and use RightNow products, including RightNow eservice Center, RightNow Metrics, and RightNow Locator. This documentation is written for RightNow users who have a working knowledge of their operating system and Web browsers, and are familiar with standard conventions such as using menus and commands to open, save, and close files. 5LJKW1RZH6HUYLFH&HQWHU The following documentation is available for RightNow eservice Center 5.5 (eservice Center). RightNow eservice Center Release Notes This document contains a brief description of the new and expanded features of RightNow eservice Center. For a more detailed description of these features, refer to RightNow eservice Center New and Expanded Features. This document is available in PDF format only. RightNow eservice Center New and Expanded Features This document contains descriptions of the new and expanded features of RightNow eservice Center. This document is available in PDF format only. LL

7 RightNow eservice Center SmartConversion Guide This guide contains procedures on upgrading RightNow eservice Center 5.0.x to RightNow eservice Center, including the necessary updates and the areas affected by the upgrade. This guide is available in PDF format only. RightNow eservice Center Installation Guide This guide contains procedures for installing eservice Center on Windows NT, Windows 2000, and UNIX platforms. RightNow eservice Center Administration Manual This manual contains procedures for administering, configuring, and customizing RightNow eservice Center for your organization. RightNow eservice Center Customer Service Manual This manual contains information and procedures for customer service representatives on getting started, end-user interface functions and features, adding and editing incidents, using RightNow Live, creating and editing views, and using the Customer Console. RightNow eservice Center Reference Manual This manual contains eservice Center reference material, including descriptions of management and custom reports and instructions for generating a report. Also included are procedures for modifying configuration settings using the Configuration Editor and descriptions of configuration settings, procedures for customizing text strings and buttons using the Message Base Editor, and procedures for modifying eservice Center files using the File Manager. RightNow eservice Center Integration and Advanced Customization Manual This manual contains procedures for integrating eservice Center s Revelation knowledge engine with external systems, including help desks, data mining, and data reporting systems. Contact your Sales Representative for information on obtaining this manual. Click the online Help tab on the end-user pages for information about using the end-user pages of eservice Center. Click the online Help button on the Workflow Rules, Escalation Rules, and Reports pages of eservice Center for information specific to these features. 5LJKW1RZ0HWULFV RightNow Metrics can be used to efficiently conduct online research to measure customer satisfaction, monitor the effectiveness of your customer service department, and identify product and service enhancements. The following documentation is available for RightNow Metrics. SmartStart Surveys The SmartStart Surveys card contains valuable information about developing surveys using RightNow Metrics. It includes the steps necessary to plan your survey strategy and also provides helpful tips for creating successful surveys. RightNow Metrics Release Notes This document contains a brief description of the new and expanded features of RightNow Metrics. For a more detailed description of these features, refer to RightNow Metrics New and Expanded Features. This document is available in PDF format only. RightNow Metrics New and Expanded Features This document contains descriptions of the new and expanded features of RightNow Metrics. This document is available in PDF format only. RightNow Metrics Installation Guide This guide contains procedures for installing RightNow Metrics. LLL

8 RightNow Metrics SmartConversion Guide This guide contains procedures on upgrading RightNow Metrics 4.x to RightNow Metrics 4.3. This guide also contains procedures for integration RightNow Metrics 4.3 with RightNow eservice Center 5.5.x. This guide is available in PDF format only. RightNow Metrics User Manual This manual contains procedures for creating, launching, and maintaining RightNow Metrics surveys. Also included are procedures for integrating RightNow Metrics with RightNow eservice Center, procedures for displaying survey results, and procedures for scheduling utilities. Appendices include the configuration settings, procedures for accessing the message bases, a list of pre-defined questions and surveys, and the database schema tables. This document is available in PDF format only. Click the Help drop-down menu in RightNow Metrics to access online help. 5LJKW1RZ/RFDWRU RightNow Locator is RightNow Technologies latest addition to its eservice product line. Right- Now Locator provides your customers with your organization s location information, including contact information, mapping, and driving instructions. The following documentation is available for RightNow Locator. RightNow Locator User Manual This manual contains procedures for configuring RightNow Locator to enable your customers to quickly find location information, access maps, and access driving directions. You can also chat with a RightNow Locator agent, or talk to a location directly through your PC. This document is available in PDF format only. LY

9 7DEOHRI&RQWHQWV Preface i Chapter 1 Introduction Chapter 2 System Configuration RightNow Server Architecture System Requirements Downloading RightNow Metrics Chapter 3 Database Preparations Creating a MySQL Database Accessing MySQL User Privileges Creating an Oracle Database MS-SQL Database Preparations Chapter 4 Windows NT/2000 Installation Procedures Installation Checklist Installation using MS-SQL Summary Installation using Oracle Summary Modifying an Installation using MS-SQL or Oracle Accessing the Setup Program Performing an Additional Installation Restoring Interfaces using MS-SQL or Oracle Removing RightNow Metrics using MS-SQL or Oracle Chapter 5 UNIX Installation Procedures Installation Checklist Downloading and Unpacking RightNow Metrics Installation Using MySQL Summary Installation using Oracle Summary Chapter 6 Language Pack Installation Installation Preparations Installation of Language Packs for Windows NT/ Installation of Language Packs for UNIX Chapter 7 Troubleshooting Y

10 7DEOHRI&RQWHQWV General Database Troubleshooting Common Problems SQL Statements SQL Tools Trace Files MS-SQL Troubleshooting MySQL Troubleshooting Oracle Troubleshooting Connectivity Oracle User Permissions Changing the Oracle Installation Directory YL

11 &KDSWHU,QWURGXFWLRQ With RightNow Metrics as your online survey tool, you ll never have to guess what your customers think of your products or the services you provide. Our ground-breaking survey and measurement tool is the best way to gauge your performance and continue to meet customer expectations. You can choose from two survey types: On-Demand and Closed-Incident. Use On- Demand surveys to measure customer satisfaction, opinions, product intelligence, or any topic of interest. Place On-Demand surveys on your Web site or them to your customers. Closed-Incident surveys provides a powerful method of sending surveys in connection with an incident from RightNow eservice Center (eservice Center) or a ticket from another customer relationship management (CRM) software program. Because Closed-Incident surveys are automatically sent after incidents are solved, they provide an automated method for sending surveys to customers immediately after they have received services from your organization. This enables you to send tailored surveys that are pertinent to your customers. New to this version of RightNow Metrics is the ability to integrate the RightNow Metrics login with the staff account information in RightNow eservice Center. This feature is available to organizations that are upgrading to this version of RightNow Metrics and have upgraded to eservice Center When configured, the RightNow Metrics Login page will require the user name and password of an eservice Center staff member. To take full advantage of the new and expanded features in RightNow Metrics 4.3, you will need to integrate your RightNow Metrics database with RightNow eservice Center 5.5. For complete integration procedures, refer to Chapter 4, Integration, in the RightNow Metrics 4.3 User Manual. RightNow Metrics has been translated into fourteen languages to allow for extensive international implementation. To install RightNow Metrics in any language other than English, you must first install the English version and then install the language pack to convert the installation to the chosen language. The same is true for upgrading a RightNow Metrics installation in a language other than English. For procedures on installing RightNow Metrics in a language other than English, refer to Chapter 6, Language Pack Installation. The pollster utility in RightNow Metrics sends, receives, and parses survey responses and Closed-Incident trigger s. We highly recommend that you schedule pollster to run automatically on your system. If you are using Windows NT/2000, you have the option to schedule pollster during the installation or manually at a later time. If you are using a UNIX platform, you will need to manually schedule pollster after the installation process. For more information on scheduling utilities, refer to Utilities in the RightNow Metrics 4.3 User Manual. This manual contains procedures for new installations for UNIX and Windows NT/2000 operating systems.

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13 &KDSWHU 6\VWHP&RQILJXUDWLRQ This chapter describes the common architecture and hardware and software requirements for RightNow Metrics. RightNow Metrics is designed to operate on the most common operating systems, Web servers, and database management systems (DBMS). Also included in this chapter are procedures for downloading RightNow Metrics. 5LJKW1RZ6HUYHU$UFKLWHFWXUH How you configure your RightNow Metrics site and database on a server or servers depends on many factors, such as the size of your database and your survey volume. The two common server configurations for the RightNow Metrics installation include: Single-tier architecture The Web server and database are installed on the same server. RightNow Metrics is installed on the Web server and connects to the RightNow Metrics database locally. Two-tier architecture The Web server is installed on one server and the database is installed on a separate server. RightNow Metrics is installed on the Web server and connects to the RightNow Metrics database through a remote connection. 6\VWHP5HTXLUHPHQWV RightNow Metrics can be installed on either Windows NT/2000 or UNIX operating systems. Each operating system supports Oracle as well as MySQL for UNIX or MS-SQL for Windows NT/2000. Before you begin to install RightNow Metrics, verify that your hardware and software meet the requirements. If you need to make adjustments, install or upgrade your hardware and/ or software before installation. For the system requirements of the current version of RightNow Metrics, refer to Answer ID 31 in the RightNow Technologies customer support knowledge base at

14 6\VWHP&RQILJXUDWLRQ 'RZQORDGLQJ5LJKW1RZ0HWULFV Contact RightNow Technologies Customer Support for URL and password information. Web: Enter this URL in your Web browser and download the version of RightNow Metrics for your platform, database, and language. Note: Write down the location where you saved the download in the Installation Checklist. Refer to Installation Checklist on page 4-2 for NT installations and Installation Checklist on page 5-2 for UNIX installations.

15 &KDSWHU 'DWDEDVH3UHSDUDWLRQV This chapter includes instructions for creating and configuring the databases used by RightNow Metrics. Database preparation procedures are provided for MySQL, Oracle, and MS-SQL. A database administrator should perform the setup and maintenance tasks described in this chapter. Note: If you are integrating your RightNow Metrics 4.3 database with RightNow eservice Center, the database and user will be the same. &UHDWLQJD0\64/'DWDEDVH This section contains procedures for creating a MySQL database and setting user privileges when installing the database (server) on the same computer that runs your Web server. If you encounter problems while creating a MySQL database, refer to MySQL Troubleshooting on page RFUHDWHD0\64/GDWDEDVH 1. Log on as a user with root privileges. 2. Verify that you are running the correct version of MySQL. Use the following command in MySQL: mysqladmin version Refer to Answer ID #31 in the RightNow Technologies Customer Support knowledge base at for the system requirements of the current version of RightNow Metrics. 3. Create the database by typing the following at the command line: mysqladmin create <your_database> Record this value in Installation Checklist on page 4-2 in the MySQL Users section. 4. Type the following from the command line to open MySQL database: mysql mysql 5. Execute the following query: UPDATE user SET Select_priv= Y, Insert_priv= Y, Update_priv= Y, Delete_priv= Y, Create_priv= Y, Drop_priv= Y, Reload_priv= Y, Shutdown_priv= Y, Process_priv= Y, Alter_priv= Y, Index_priv= Y, File_priv= Y Where Host = localhost AND User = ; Note: If you want to restrict the permissions to certain users, you may change the above

16 'DWDEDVH3UHSDUDWLRQV SQL update statement to allow access to only a specific user. 6. Type the following to exit MySQL: exit 7. Type the following at the UNIX command to restart the MySQL server: mysqladmin reload Note: You must restart the server for the permissions changes to take effect. Once you have prepared your database, you are ready to install RightNow Metrics. To install RightNow Metrics on Windows platforms, proceed to Chapter 4, Windows NT/2000 Installation Procedures. To install RightNow Metrics on UNIX platforms, proceed to Chapter 5, UNIX Installation Procedures. For information on accessing MySQL user privileges, refer to the following section.

17 $FFHVVLQJ0\64/8VHU3ULYLOHJHV $FFHVVLQJ0\64/8VHU3ULYLOHJHV The database user that is created must have the following privileges to successfully access and process the database information: select insert, update, and delete create and drop reload and shutdown process alter index file The Web server is the user that must access information in your MySQL database. This section contains procedures for checking and changing user privileges. 7RYLHZWKHXVHUSULYLOHJHVLQ0\64/ 1. Type the following at the UNIX command prompt to log in to MySQL: mysql mysql 2. Type the following at the MySQL command prompt to view the privileges for each user: SELECT * FROM user; To establish MySQL database permissions for users on the current machine, complete the following procedure. After completing the procedure, any user on the current computer can perform the actions listed above. 7RXSGDWHWKHXVHUSULYLOHJHV 1. Type the following at the command prompt to log in to MySQL: mysql mysql 2. Execute the following query: UPDATE user SET Select_priv= Y, Insert_priv= Y, Update_priv= Y, Delete_priv= Y, Create_priv= Y, Drop_priv= Y, Reload_priv= Y, Shutdown_priv= Y, Process_priv= Y, Alter_priv= Y, Index_priv= Y, File_priv= Y Where Host = localhost AND User = ; Note: If you want to restrict the permissions to certain users, you may change the above SQL update statement to allow access to only a specific user. 3. Type the following to exit MySQL: exit

18 'DWDEDVH3UHSDUDWLRQV 4. Type the following at the UNIX command to restart the MySQL server: mysqladmin reload Note: You must restart the server for the permissions changes to take effect.

19 &UHDWLQJDQ2UDFOH'DWDEDVH &UHDWLQJDQ2UDFOH'DWDEDVH The process of creating an Oracle database requires a knowledge of your database layout and planning to determine how much space the database will require. We recommend that you use a two-tier architecture. Note: An Oracle database administrator should perform the necessary administrative and maintenance tasks. We also recommend that your Oracle database administrator be contacted to create tablespaces and to complete the following tasks. Install Oracle Create a database instance Verify that all Oracle processes are running, including the transparent network substrate (TNS) listener Install the Oracle client on the Web server (two-tier architecture) Once these tasks have been completed, you are ready to configure Oracle for RightNow Metrics. 1. Verify that you are using the correct version of Oracle. Refer to Answer ID 31 in the RightNow Technologies Customer Support knowledge base at for the system requirements of the current version of RightNow Metrics. 2. Check the size of the default system tablespace. The system tablespace should be increased by at least 50 MB over the default. 3. Create a new tablespace for the RightNow Metrics table data (for example, rnm_tbl). Note: If you are unsure of the potential size of the database, you may want to use Oracle s auto-extend feature. For Windows users, record this value in Installation Checklist on page 4-2 in the Oracle Users section. For UNIX users, record this value in Installation Checklist on page 5-2 in the Oracle Users section. 4. Create a new tablespace for the RightNow Metrics indexes (for example, rnm_idx). Refer to step 3 for more information. For Windows users, record this value in Installation Checklist on page 4-2 in the Oracle Users section. For UNIX users, record this value in Installation Checklist on page 5-2 in the Oracle Users section. Note: Tablespace and index data should be locally managed, and the data should be located on separate disks with separate controllers. 5. Create a RightNow Metrics schema owner user (for example, rnm). This is the user that RightNow Metrics will use to connect to the database. For Windows users, record this value in Installation Checklist on page 4-2 in the Oracle Users section. For UNIX users, record this value in Installation Checklist on page 5-2 in the Oracle Users section. 6. Grant the RightNow Metrics schema owner the connect role, create table, create view, and rewrite query privileges. For specific SQL commands, refer to Answer ID #1271 in the RightNow Technologies Customer Support knowledge base at

20 'DWDEDVH3UHSDUDWLRQV 7. Set the quota for the user on the default tablespace and the index tablespace. For specific SQL commands, refer to Answer ID 1271 in the RightNow Technologies customer support knowledge base at 8. Change the RightNow Metrics schema owner s temporary tablespace to temp. 9. Verify that the RightNow Metrics schema owner can log in to the database and perform several administrative operations. Once you have prepared your database, you are ready to install RightNow Metrics. To install RightNow Metrics on Windows platforms, proceed to Chapter 4, Windows NT/2000 Installation Procedures. To install RightNow Metrics on UNIX platforms, proceed to Chapter 5, UNIX Installation Procedures.

21 0664/'DWDEDVH3UHSDUDWLRQV 0664/'DWDEDVH3UHSDUDWLRQV This section contains procedures for creating an MS-SQL Server database and login for RightNow Metrics. 7RFUHDWHDQ0664/GDWDEDVH 1. Install MS-SQL Server. For the system requirements of the current version of RightNow Metrics, refer to Answer ID #31 in the RightNow Technologies Customer Support knowledge base at 2. Create a database via the SQL Server Enterprise Manager. We recommend the following parameters when creating the database: Z Allow file to grow automatically by 10% Z Allow unrestricted file growth These recommended settings enable RightNow Metrics to create a large number of temporary tables during high-traffic periods. If these recommendations exceed any of your internal policies, please use your company s best practices. Record the database name in Installation Checklist on page 4-2 in the MS-SQL Users section. 7RFUHDWHDQ0664/ORJLQ 1. Create a new login via the SQL Server Enterprise Manager. The login must use SQL Server Authentication. Record this login value in Installation Checklist on page 4-2 in the MS- SQL Users section. 2. Set the default database to the newly created database. 3. Permit database access to the default database and allow public and db_owner database roles. Once you have prepared your database, you are ready to install RightNow Metrics. To install RightNow Metrics on Windows platforms, proceed to Chapter 4, Windows NT/2000 Installation Procedures. To install RightNow Metrics on UNIX platforms, proceed to Chapter 5, UNIX Installation Procedures.

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23 &KDSWHU :LQGRZV17,QVWDOODWLRQ3URFHGXUHV This chapter contains installation procedures for RightNow Metrics for Microsoft Windows NT/ 2000 platforms using MS-SQL and Oracle databases. This chapter is divided into the following sections: Installation checklist Contains a checklist with steps you need to perform and questions you need to answer about your server and database environment before installing. Refer to Installation Checklist on page 4-2. Installation procedures using MS-SQL Contains procedures for installing RightNow Metrics using MS-SQL. Refer to Installation using MS-SQL on page 4-5. Installation procedures using Oracle Contains procedures for installing RightNow Metrics using Oracle. Refer to Installation using Oracle on page Installation procedures for another installation of RightNow Metrics Contains information on installing additional installations of RightNow Metrics on a Web server. Refer to Modifying an Installation using MS-SQL or Oracle on page Restoring RightNow Metrics by reinstalling components Contains information on reinstalling certain directories and files of RightNow Metrics if files have been deleted or corrupted. Refer to Restoring Interfaces using MS-SQL or Oracle on page Removing RightNow Metrics and all its components Contains procedures for removing RightNow Metrics from a server. This option does not remove the associated database. Refer to Removing RightNow Metrics using MS-SQL or Oracle on page Note: Procedures for modifying, restoring, and removing are the same for MS-SQL and Oracle databases.

24 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV,QVWDOODWLRQ&KHFNOLVW The following checklist will prepare you for installing RightNow Metrics. Answer the questions regarding your system and language requirements, configuration and database information, and directory permissions. You will refer to this information throughout the installation procedures. Does your system meet the requirements for RightNow Metrics? For the system requirements of the current version of RightNow Metrics, refer to Answer ID 31 in the RightNow Technologies Customer Support knowledge base at: Do you want to install RightNow Metrics in a language other than English? For more information, refer to Chapter 6, Language Pack Installation. Have you downloaded RightNow Metrics and the appropriate language pack? For more information, refer to Downloading RightNow Metrics on page 2-2. Will you be integrating RightNow Metrics with eservice Center 5.5 or higher? If Yes, you will use the eservice Center database during the installation; eservice Center and RightNow Metrics will share one database. If you are installing RightNow Metrics in standalone mode or integrating it with another CRM package, have your database administrator create an empty database. For more information, refer to Chapter 10, Integration, in the RightNow Metrics 4.3 User Manual. For procedures on integrating RightNow Metrics with eservice Center or lower, refer to the RightNow Technologies knowledge base at Record the appropriate configuration information in the space provided: Where did you save the download of RightNow Metrics? What is the name of your Web server? In most cases this will be a fully qualified domain name (for example, <your_server>.<your_domain>.com). What is the name of your mail server? In most cases this will be a fully qualified domain name (for example, What is the IP address of the computer where you will install RightNow Metrics? Where will your RightNow home directory reside? This is the directory where the files shared between interfaces and utilities will reside. The default is C:\Program Files\Right Now Technologies. We strongly recommend using the default directory.

25 ,QVWDOODWLRQ&KHFNOLVW What will be your wwwroot directory? This is the directory where the HTML files and images will be stored. The default is C:\InetPub\wwwroot. We strongly recommend using the default directory. What will be your CGI scripts directory? This is the directory where the CGI applications will be stored. The default is C:\Inet- Pub\scripts. We strongly recommend using the default directory. What will your scripts alias be? This is the scripts alias that refers to the scripts directory. The default is scripts. What will your interface name be? The interface name determines the URL for the Web site, the name of the RightNow Metrics executable, and the name of the.cfg directory name. The default is metrics. This must be a valid filename with no spaces or punctuation. What will your configuration password be? This is the password used to open the Configuration Editor and Message Base Editor in standalone mode accessed through a URL. The password must contain at least four characters but cannot contain spaces. Keep this password in a safe place for future reference. MS-SQL Users: What is your database name? What is your database login name? Contact your database administrator for this information. What is your database login password? Contact your database administrator for this information. What is the name of your database server? Contact your database administrator for this information.

26 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV Oracle Users: What is your Oracle home directory? This is the Oracle distribution directory on the Web server. If your database is located on a separate server, the Oracle home directory will be the home directory of the server on which RightNow Metrics is being installed. Contact your database administrator for this information. What is your Oracle SID? This is the Oracle database instance name. Contact your database administrator for this information. What is your Oracle service name? Contact your database administrator for this information. What is the Oracle tablespace where table data will be created? Contact your database administrator for this information. What is the Oracle tablespace where table indexes will be created? Contact your database administrator for this information. What is your Oracle user name? Contact your database administrator for this information. What is your Oracle user password? Contact your database administrator for this information. Are you logged on to the Web server with full administrative privileges, including read permissions in your root HTML directory and read and execute permissions in your scripts directory? For more information on permissions, refer to the RightNow Technologies Customer Support knowledge base at Have you shut down all other programs?

27 ,QVWDOODWLRQXVLQJ0664/,QVWDOODWLRQXVLQJ0664/ This section contains procedures for installing RightNow Metrics on Windows NT/2000 platforms using an MS-SQL database. The windows displayed precede the accompanying instructions. To cancel from the program at any time, click. To return to the previous window(s), click. Note: When installing RightNow Metrics, we strongly recommend using the default directories. 7RLQVWDOO5LJKW1RZ0HWULFVIRU:LQGRZV17XVLQJ0664/ 1. Open the RightNow Metrics executable file you downloaded to your computer to launch the RightNow Metrics installation program. You will open the License Agreement window. 2. Click if you agree to the license terms and conditions.

28 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 3. Click the New Installation radio button and click to open the RightNow Home Directory window. 4. Click to accept the default RightNow Metrics Home directory where the files shared between interfaces and the utilities will reside. To select another path, click, choose the desired directory, and click. The Web Server Root HTML Directory window will open.

29 ,QVWDOODWLRQXVLQJ0664/ 5. Click to accept the default Web server root HTML path where the RightNow Metrics HTML files and images will be stored. To select another path, click, choose the desired directory, and click. If you are not using Microsoft Internet Information Server (IIS), click to choose the Web server s document/content root and click. This value must match your Web server configuration. The Web Server Script Directory window will open.

30 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 6. Click to accept the default scripts directory where the CGI applications will be stored on the Web server. To select another path, click, choose the desired directory, and click. If you are not using IIS, click to choose the Web server s CGI directory and click. The Web Server Script Alias window will open. Note: The scripts directory must have execute permissions in the Web server s configuration. 7. Click to accept the default scripts alias that refers to the scripts directory. To choose another alias, type the alias you want in the text box and click Type window will open.. The Setup

31 ,QVWDOODWLRQXVLQJ0664/ 8. This step is used to configure virtual directories for IIS. If you are running IIS, this step detects any Web sites that are currently on your server. If the site you want to install to is listed, highlight it and click. The RightNow Metrics Interface Name window will open shown in step 10 on page If you want to install to a site located on a different server or to a site that is not listed, or you are not running IIS, choose Other and click open.. The Configure IIS window will 9. If you chose Other in step 8, complete this step. If you are using IIS, enter the name of the Web server and Web site you want to install to and click. If you are not using IIS, enter the host name in the Computer field, leave the Web Site field blank, and click. The RightNow Metrics Interface Name window will open.

32 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 10. Type your interface name in the space provided. The default is metrics. This must be a valid filename with no spaces or punctuation. The interface name appears on the URL that you use to access RightNow Metrics (for example, The interface name will also be used for the name of the.cfg directory in the scripts directory and the data source name (DSN) used to access the database. Click to open the Configuration Password window. Note: If RightNow Metrics is integrated with eservice Center, RightNow Metrics must be installed with a separate interface name. We recommend appending metrics to your eservice Center interface name.

33 ,QVWDOODWLRQXVLQJ0664/ 11. Type a configuration password in the first text box and verify the password in the second text box. This is a required field. The password is used to access the Configuration Editor in standalone mode via a URL instead of through the RightNow Metrics user interface. The password must contain at least four characters but cannot contain spaces. Click open the Example Data window. Note: Keep this password in a safe place for future use. to 12. Click the appropriate radio button to choose whether or not to add example surveys to your interface. For a detailed listing of the example questions and surveys, see the RightNow Metrics 4.3 User Manual. Click to open the System Setup Options window.

34 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 13. To schedule the utilities now, select the Schedule utilities for interface check box. You can schedule the utilities later by manually running the schedule.bat file. If you do not want to schedule the utilities now, leave the check box cleared. For more information on scheduling utilities, refer to the RightNow Metrics 4.3 User Manual. 14. To make the utilities available from the command prompt without using the path, select the Add utilities directory to path check box. If you want to specify that the utilities can only be run manually from the directory where the utilities are located, leave the check box cleared. Click to open the Setup ODBC Connection window. 15. Type the login and password for the MS-SQL login. The user must have both public and db_owner roles. The password is the SQL Server login password. Contact your database administrator for these settings. Verify the password in the last field and click open the Setup ODBC Connection window. to

35 ,QVWDOODWLRQXVLQJ0664/ 16. Type the name of the database. If your database is not local, type the name of the server where the database is located. Contact your database administrator for these settings. Click to open the Server Names window. 17. Type the domain name of the Web server and the outgoing mail server that RightNow Metrics will use. Click to open the Verify Information window.

36 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 18. Verify all the setup information you have previously entered and click to begin the installation. If the information is not correct, click to abort the installation process. To alter the setup information, you must restart the installation program and enter the correct information. 19. The RightNow Metrics installation is complete. Click. The following message will appear.

37 ,QVWDOODWLRQXVLQJ0664/ The log file, install.log, contains a record of each function performed during the installation. If any problems occurred during the installation, you can view this file to troubleshoot the problem. Note: If you contact the RightNow Technologies Customer Support department for assistance with your installation, attach this file with your support request. 20. Click to complete this section of the installation process. 21. To log in to RightNow Metrics, refer to Chapter 2, Getting Started, in the RightNow Metrics 4.3 User Manual.

38 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 6XPPDU\ During the installation, you have added or modified the following RightNow directories and files to your system. RNT_Home directory (by default, C:\Program Files\Right Now Technologies) This directory contains RightNow Metrics utilities and support files. HTML documents directory (by default, C:\InetPub\wwwroot) This directory contains HTML files, images, and CSS files used to display the RightNow Metrics Web pages. Also contained in this directory is the dictionary used for the spell check feature. Scripts directory (by default, C:\InetPub\scripts) This directory contains the.cfg directory and the schedule.bat file. The.cfg directory contains the RightNow Metrics executable, PHP executable, configuration setting files, and message base files. Additional installed components include: Registry key HKEY_LOCAL_MACHINE>Software>Microsoft>Windows>Current Version>Uninstall>8b e551-11d3-aa3b-00e Registry keys, including PRODUCT_VERSION located in HKEY_LOCAL_MACHINE>Software>Right Now Technologies>RightNow Metrics A virtual directory inside the scripts directory in IIS (default setting) An ODBC system DSN Scheduled tasks AT s have been added to your scheduled tasks to run the pollster utility

39 ,QVWDOODWLRQXVLQJ2UDFOH,QVWDOODWLRQXVLQJ2UDFOH This section contains procedures for installing RightNow Metrics on Windows NT/2000 platforms using an Oracle database. The windows displayed precede the accompanying instructions. To cancel from the program at any time, click. To return to the previous window(s), click. Note: When installing RightNow Metrics, we strongly recommend using the default directories. 7RLQVWDOO5LJKW1RZ0HWULFVIRU:LQGRZV17XVLQJ2UDFOH 1. Open the RightNow Metrics executable file you downloaded to your computer to launch the RightNow Metrics installation program. You will open the License Agreement window. 2. Click if you agree to the license terms and conditions.

40 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 3. Click the New Installation radio button and click to open the RightNow Home Directory window. 4. Click to accept the default RightNow Metrics home directory where the files shared between interfaces and the utilities will reside. To select another path, click, choose the desired directory, and click. The Web Server Root HTML Directory window will open.

41 ,QVWDOODWLRQXVLQJ2UDFOH 5. Click to accept the default Web server root HTML path where the RightNow Metrics HTML files and images will be stored. To select another path, click, choose the desired directory, and click. If you are not using Microsoft Internet Information Server (IIS), click to choose the Web server s document/content root and click. This value must match your Web server configuration. The Web Server Script Directory window will open.

42 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 6. Click to accept the default scripts directory where the CGI applications will be stored on the Web server. To select another path, click, choose the desired directory, and click. If you are not using IIS, click to choose the Web server s CGI directory and click. The Web Server Script Alias window will open. Note: The scripts directory must have execute permissions in the Web server s configuration. 7. Click to accept the default scripts alias that refers to the scripts directory. To choose another alias, type the alias you want in the text box and click Type window will open.. The Setup

43 ,QVWDOODWLRQXVLQJ2UDFOH 8. This step is used to configure virtual directories for IIS. If you are running IIS, this step detects any Web sites that are currently on your server. If the site you want to install to is listed, highlight it and click. The System Setup Options window will open. Refer to step 13. If you want to install to a site located on a different server or to a site that is not listed, or you are not running IIS, choose Other and click open.. The Configure IIS page will 9. If you chose Other in step 8, complete this step. If you are using IIS, type the name of the Web server and Web site you want to install to and click. If you are not using IIS, type the host name in the Computer field, leave the Web Site field blank, and click.

44 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 10. Type your interface name in the space provided. The default is metrics. This must be a valid file name with no spaces or punctuation. The interface name appears on the URL that you use to access RightNow Metrics (for example, <your_interface>.cfg/metrics.exe). The interface name will also be used for the name of the.cfg directory in the scripts directory and the data source name (DSN) used to access the database. Click to open the Configuration Password window. Note: If RightNow Metrics is integrated with eservice Center, RightNow Metrics must be installed with a separate interface name. We recommend appending metrics to your eservice Center interface name.

45 ,QVWDOODWLRQXVLQJ2UDFOH 11. Type a configuration password in the first text box and verify the password in the second text box. This must be a valid filename with no spaces or punctuation. You will use this password to open the Configuration Editor through a URL. This is a required field. The password must contain at least four characters. Click window. Note: Keep the password in a safe place. to open the Example Data 12. Click the appropriate radio button to choose whether or not to add example surveys to your interface. For a detailed listing of the example questions and surveys, see the RightNow Metrics 4.3 User Manual. Click to open the System Setup Options window.

46 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 13. To schedule the utilities now, select the Schedule utilities for interface check box. You can schedule the utilities later by manually running the schedule.bat file. If you do not want to schedule the utilities now, leave the check box cleared. For more information on scheduling utilities, refer to Chapter 11, Utilities, in the RightNow Metrics 4.3 User Manual. 14. To make the utilities available from the command prompt without using the path, select the Add utilities directory to path check box. If you want to specify that the utilities can only be run manually from the directory where the utilities are located, leave the check box cleared. Click to open the Configure Oracle Connection window. 15. Type your Oracle home directory. This specifies the Oracle distribution directory on the Web server. Oracle home corresponds to the environment in which Oracle products run. This environment includes the following: Z Location of installed product files (for example, C:\Oracle\Ora817)

47 ,QVWDOODWLRQXVLQJ2UDFOH Z PATH variable pointing to the products binary files Z Service names Z Program groups If your database is located on a separate server, the Oracle home directory will be the home directory of the Web server on which RightNow Metrics is being installed. 16. Type your Oracle SID. This specifies the Oracle database instance name. This corresponds to the ORACLE_SID environment variable and is used as the database name. For more information, contact your Oracle database administrator. 17. Type your Oracle Service. Click to open the Configure Oracle Connection window. Note: If your database is located on a remote machine, the Oracle client software must be installed on the Web server, and a connection must be established. 18. Type the names of the Oracle tablespaces in which the table data and indexes will be created. We strongly recommend that table data and indexes be placed in tablespaces on different disk controllers or at least on different disks. Note: Do not leave these fields blank or enter any of the default Oracle tablespaces, such as system, users, or tools. The rnm_dbaudit utility uses this information to create the schema for RightNow Metrics. Contact your Oracle database administrator if you are unsure of this information. Click to open the Oracle User window.

48 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 19. Type your Oracle schema user name and password. The user must be granted the connect role, create table, create view, and query rewrite privileges. For information on these fields, contact your Oracle database administrator. Note: Do not use sys or system. Click to open the Server Names window. 20. Type the domain name of the Web server and the outgoing mail server that RightNow Metrics will use. Click to open the Verify Information window.

49 ,QVWDOODWLRQXVLQJ2UDFOH 21. Verify all the setup information you have previously entered and click to begin the installation. If the information is not correct, click to abort the installation process. To alter the setup information, you must restart the installation program and enter the correct information. 22. The RightNow Metrics installation is complete. Click. The following message will appear.

50 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV The log file, install.log, contains a record of each function performed during the installation. If any problems occurred during the installation, you can view this file to troubleshoot the problem. Note: If you contact the RightNow Technologies Customer Support department for assistance with your installation, attach this file with your support request. 23. Click to complete this section of the installation process. 24. To log in to RightNow Metrics, refer to Chapter 2, Getting Started, in the RightNow Metrics 4.3 User Manual.

51 6XPPDU\ 6XPPDU\ During the installation, you have added or modified the following RightNow directories and files to your system. RNT_Home directory (by default, C:\Program Files\Right Now Technologies) This directory contains RightNow Metrics utilities and support files. HTML documents directory (by default, C:\InetPub\wwwroot) This directory contains HTML files, images, and CSS files used to display the RightNow Metrics Web pages. Also in this directory is the dictionary used for the spell check feature. Scripts directory (by default, C:\InetPub\scripts) This directory contains the.cfg directory and the schedule.bat file. The.cfg directory contains the RightNow Metrics executable, PHP executable, configuration setting files, and message base files. Additional installed components include: Registry key HKEY_LOCAL_MACHINE>Software>Microsoft>Windows>Current Version>Uninstall>8b e551-11d3-aa3b-00e Registry keys, including PRODUCT_VERSION located in HKEY_LOCAL_MACHINE>Software>Right Now Technologies>RightNow Metrics A virtual directory inside the scripts directory in IIS (default setting) An ODBC system DSN Scheduled tasks AT s have been added to your scheduled tasks to run the pollster utility

52 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 0RGLI\LQJDQ,QVWDOODWLRQXVLQJ0664/RU2UDFOH After you have completed an initial installation, you can use the setup program to perform additional installations of RightNow Metrics or modify an existing installation of RightNow Metrics. The modify option will display if you currently have RightNow Metrics 4.3 installed on your Web server. The following options are available from the RightNow Metrics Modify menu: Perform an additional installation This option can be used to add another installation of RightNow Metrics to your server. Repair a current installation This option can be used to reinstall components of RightNow Metrics that may have been deleted or have become corrupted. Remove an installation This option can be used to delete RightNow Metrics and all its components from a server. The following sections lead you through RightNow Metrics modify procedures for Windows NT/2000 platforms using MS-SQL or Oracle. When choosing to modify RightNow Metrics, you can either perform a new installation or upgrade existing installations. This option can be used to add another installation of RightNow Metrics to your server or upgrade additional RightNow Metrics databases. For information on upgrading RightNow Metrics, refer to the RightNow Metrics 4.x to 4.3 SmartConversion Guide. For information on upgrading from a version earlier than 4.x, submit an incident to our Customer Support department at $FFHVVLQJWKH6HWXS3URJUDP You can access RightNow Metrics setup program through either of the following methods: Navigate to the RightNow Metrics executable that you downloaded previously to perform a new installation or upgrade and double-click to start the setup program. (For the location of the executable, refer to the information you noted during the initial installation in Installation Checklist on page 4-2.) From Windows, click Start>Settings>Control Panel>Add/Remove Programs>RightNow Metrics. Click Change/Remove to start the setup program and open the Welcome page where you can choose to modify, repair, or remove RightNow Metrics.

53 3HUIRUPLQJDQ$GGLWLRQDO,QVWDOODWLRQ 3HUIRUPLQJDQ$GGLWLRQDO,QVWDOODWLRQ This option allows you to add another installation of RightNow Metrics to a Web server that already has an existing installation. Before you start a new installation, refer to Installation Checklist on page RSHUIRUPDQDGGLWLRQDOLQVWDOODWLRQRI5LJKW1RZ0HWULFV 1. Open the RightNow Metrics setup program as described in Accessing the Setup Program on page From the Welcome page, select the Modify radio button and click to continue. Note: If your registry settings do not show that a RightNow Metrics 4.3 or higher site is installed on the Web server, this screen will not appear. 3. To perform a new installation of RightNow Metrics, click the New Installation radio button, and click. Continue the installation with step 2 on page 4-5 for MS-SQL or step 2 on page 4-17 for Oracle. Note: To perform an upgrade on an existing RightNow Metrics site, refer to the procedures in the RightNow Metrics 4.3 SmartConversion Guide. For information on upgrading from a version earlier than 4.x, submit an incident to our Customer Support department at rightnow.custhelp.com.

54 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 5HVWRULQJ,QWHUIDFHVXVLQJ0664/RU2UDFOH This option reinstalls components of RightNow Metrics that were previously installed, including the RNT_Home directory (by default, C:\Program Files\Right Now Technologies) and the wwwroot directory (by default, C:\InetPub\wwwroot). This option can be used if you accidentally delete files and need to reinstall them. This option will not repair an upgraded site that is not functioning properly. The following steps lead you through RightNow Metrics repair procedures for Windows NT/2000 platforms using MS-SQL or Oracle. Note: The files in the RNT_Home directory and the wwwroot directory will be reset to their default configuration. Before restoring an interface, you should create backups of the three RightNow directories, including RNT_Home, wwwroot, and scripts. The repair option will not restore the.cfg directories. 7RUHSDLU5LJKW1RZ0HWULFV 1. Open the RightNow Metrics setup program as described in Accessing the Setup Program on page Select the Repair radio button to reinstall RightNow Metrics. Click to continue.

55 5HVWRULQJ,QWHUIDFHVXVLQJ0664/RU2UDFOH 3. The RNT_Home and wwwroot directories have been restored for RightNow Metrics. Click to continue. A log file, maint.log, contains a record of each function performed during the restoration. If any problems occurred during this process, you can view this file to troubleshoot the problem. Note: If you contact the RightNow Technologies Customer Support department for assistance with your restoration, attach this file with your support request. 4. Click to complete the restoration process. Check that the files and directories have been restored to your system.

56 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 5HPRYLQJ5LJKW1RZ0HWULFVXVLQJ0664/RU2UDFOH This option enables you to remove RightNow Metrics and all its components from your server. The following steps lead you through RightNow Metrics remove procedures for Windows NT/ 2000 platforms using MS-SQL or Oracle. Note: This option does not remove the RightNow Metrics database. 7RUHPRYH5LJKW1RZ0HWULFV 1. Open the RightNow Metrics setup program as described in Accessing the Setup Program on page Select the Remove radio button. Click to continue. 3. Click OK to confirm the removal. The program will list the directory of the interface you are about to remove.

57 5HPRYLQJ5LJKW1RZ0HWULFVXVLQJ0664/RU2UDFOH 4. Select from the following options: Remove all interfaces Select this check box to remove all interface-specific components of RightNow Metrics, including the.cfg directory, the interface executable, message base strings, and configuration settings. Remove all shared files Select this check box to remove the files shared between interfaces in the RNT_Home directory, such as the libraries and utilities, and the wwwroot (HTML document root) directory, such as the CSS files, images, and dictionaries. 5. Click to confirm and continue.

58 :LQGRZV17,QVWDOODWLRQ3URFHGXUHV 6. To finish the removal of RightNow Metrics, click. A log file, rnm_uninst.log, contains a record of each function performed during the removal process. If any problems occurred during this process, you can view this file to troubleshoot the problem. 7. Click to complete the removal process. Windows will sometimes retain certain files and directories. Check that all registry keys, files, and directories have been removed from your system. Note: If you contact the RightNow Technologies Customer Support department for assistance with removing RightNow Metrics, attach this file with your support request.

59 &KDSWHU 81,;,QVWDOODWLRQ3URFHGXUHV This chapter contains procedures for installing RightNow Metrics on UNIX platforms using either MySQL or Oracle databases. The chapter is divided into the following sections: Installation checklist Contains a checklist with steps you need to perform and questions you need to answer about your server and database environment before installing RightNow Metrics. Refer to Installation Checklist on page 5-2. Installation procedures using MySQL Contains procedures for installing RightNow Metrics using MS-SQL. Refer to Installation Using MySQL on page 5-6. Installation procedures using Oracle Contains procedures for installing RightNow Metrics using Oracle. Refer to Installation using Oracle on page 5-15.

60 81,;,QVWDOODWLRQ3URFHGXUHV,QVWDOODWLRQ&KHFNOLVW The following checklist will prepare you for installing RightNow Metrics. Answer the questions regarding your system and language requirements, configuration and database information, and directory permissions. You will refer to this information throughout the installation procedures. Does your system meet the requirements for RightNow Metrics? For the system requirements of the current version of RightNow Metrics, refer to Answer ID 31 in the RightNow Technologies Customer Support knowledge base at: Do you want to install RightNow Metrics in a language other than English? For more information, refer to Chapter 6, Language Pack Installation. Have you downloaded RightNow Metrics and the appropriate language pack? For complete instructions, refer to Downloading and Unpacking RightNow Metrics on page 5-5. Will you be integrating RightNow Metrics with eservice Center 5.5 or higher? If Yes, then you will use the eservice Center database during the installation; eservice Center and RightNow Metrics will share one database. If you are installing RightNow Metrics in standalone mode or integrating it with another CRM package, have your database administrator create an empty database. For more information, refer to Chapter 10, Integration, in the RightNow Metrics 4.3 User Manual. For procedures on integrating RightNow Metrics with eservice Center or lower, refer to the RightNow Technologies knowledge base at Record the appropriate configuration information in the space provided: Where did you save the download of RightNow Metrics? What is the name of your Web server? In most cases this will be a fully qualified domain name (for example, What is the name of your mail server? In most cases this will be a fully qualified domain name (for example, What is the IP address of the computer where you will install RightNow Metrics? Where will your RightNow home directory reside? This is the directory where the files shared between interfaces and utilities will reside. The default is /usr/local/rnt. We strongly recommend using the default directory.

61 ,QVWDOODWLRQ&KHFNOLVW What will be your wwwroot directory? This is the directory where the HTML files and images will be stored. The default is /home/httpd/html. We strongly recommend using the default directory. What will be your CGI scripts directory? This is the directory where the CGI applications will be store. The default is /home/ httpd/cgi-bin. We strongly recommend using the default directory. What will your interface name be? The interface name determines the URL for the Web site, the name of the RightNow Metrics executable, and the name of the.cfg directory name. The default is metrics. This must be a valid filename with no spaces or punctuation. What will your configuration password be? This is the password used to open the Configuration Editor or Message Base Editor in standalone mode accessed through a URL. The password must contain at least four characters. MySQL Users: What is your database name? Have your database administrator create an empty database within your database management system. What is your database user name? (You may or may not have a user name.) Contact your database administrator for this information. What is your database user password? Contact your database administrator for this information. What is the name of your database server? Contact your database administrator for this information. Oracle Users: What is your Oracle home directory? This is the Oracle distribution directory on the Web server. If your database is located on a separate server, the Oracle home directory will be Web server s $ORACLE_HOME. Contact your database administrator for this information.

62 81,;,QVWDOODWLRQ3URFHGXUHV What is your Oracle SID? This is the Oracle database instance name. Contact your database administrator for this information. What is your Oracle service name? Contact your database administrator for this information. What is the Oracle tablespace where table data will be created? Contact your database administrator for this information. What is the Oracle tablespace where table indexes will be created? Contact your database administrator for this information. What is your Oracle user name? Contact your database administrator for this information. What is your Oracle user password? Contact your database administrator for this information. Are you logged on to the Web server as a user with read permissions in your root HTML directory and read and execute permissions in your CGI directory? For more information on permissions, refer to the RightNow Technologies Customer Support knowledge base at Have you shut down all other programs?

63 'RZQORDGLQJDQG8QSDFNLQJ5LJKW1RZ0HWULFV 'RZQORDGLQJDQG8QSDFNLQJ5LJKW1RZ0HWULFV Installing RightNow Metrics requires that you download the software from the RightNow Technologies Web site. You must also have the correct user permissions to install the software. 1. Contact RightNow Technologies Customer Support for URL and password information. Z Web: Z support@rightnow.com Enter this URL in your Web browser and download the version of RightNow Metrics for your platform, database, and language. Note: When installing a demonstration version of RightNow Metrics, it is not necessary to contact Customer Support for URL and password information. Note: Write down where you saved the download in the Installation Checklist. Refer to Installation Checklist on page 5-2 for UNIX installations. 2. Log on to the system as a user (usually root) who has read permissions in the root HTML directory and read and execute permissions in the CGI directory. For more information on permissions, refer to the RightNow Technologies customer support knowledge base at 3. Change directories to where you downloaded the setup file. Unzip the file by typing the following at the command prompt: gunzip rnm*tar.gz. Note: If you are installing on a Solaris platform, you must use GNU tar to unpack the tarball. You can download a precompiled binary of GNU tar from the following Web site: 4. Unpack the file by typing the following at the command prompt: tar xvf rnm*.tar. A directory named rnm-<release>_<platform>_<database>, for example rnm- 4.3_linux_mysql, will be created containing the following files and directories: Table 5-1: File/Directory Definitions File/Directory cgi-bin doc_root rnt_home crontabfile install.sh Explanation This directory contains the interface.cfg directory and files to be installed in your cgi-bin directory. This directory contains images, style sheets, and other files to be installed in your HTML documents directory. This directory contains utility programs and support files to be installed in your RightNow home directory. This file contains sample RightNow Metrics crontab entries. This file is the RightNow Metrics install script.

64 81,;,QVWDOODWLRQ3URFHGXUHV,QVWDOODWLRQ8VLQJ0\64/ This section contains procedures for installing RightNow Metrics on UNIX platforms using MySQL. The windows displayed precede the accompanying instructions. To cancel from the install program at anytime, press Ctrl+C. Note: We strongly recommend that you use the default directories. 1. As root, change directories to rnm-<release>_<platform>_<database>, for example: rnm- 4.3_linux_mysql. This directory is created after unpacking RightNow Metrics. 2. Type the following at the command line to install RightNow Metrics:./install.sh Press Enter to continue.

65 ,QVWDOODWLRQ8VLQJ0\64/ 3. Press Enter to accept default RightNow Metrics Home directory or type the desired directory path and press Enter. This directory contains the files shared between interfaces and the utilities. 4. Press Enter to accept the default Web server HTML directory or type the desired directory path and press Enter. This directory contains the RightNow Metrics files and images. This value must match your Web server configuration.

66 81,;,QVWDOODWLRQ3URFHGXUHV 5. Press Enter to accept the default scripts directory or type the desired directory path and press Enter. This directory contains the CGI applications and must match your Web server configuration. 6. Press Enter to continue and install the shared images and utilities.

67 ,QVWDOODWLRQ8VLQJ0\64/ 7. Press Enter to detect current databases. Note: This detects only local databases. 8. Type your interface name in the space provided. The default is metrics. This must be a valid filename with no spaces or punctuation. Note: If RightNow Metrics is integrated with eservice Center, RightNow Metrics must be installed with a separate interface name. We recommend appending metrics to your eservice Center interface name. The interface name appears on the URL that you use to access RightNow Metrics, for example: The interface name will also be used for the name of the.cfg directory and appears in some outgoing messages. Press Enter to continue.

68 81,;,QVWDOODWLRQ3URFHGXUHV 9. To add examples to your RightNow Metrics database, type y and press Enter. This populates the database with example surveys. Type n if you do not want the examples loaded. 10. Type the name of the MySQL database to be used with RightNow Metrics and press Enter.

69 ,QVWDOODWLRQ8VLQJ0\64/ 11. Type the location of your MySQL server (if installed locally, leave blank) and press Enter. 12. Type your configuration password and press Enter. Re-type it to verify the password and then press Enter to continue. This is a required field. The password must contain at least four characters but cannot contain spaces. This password is used to access the Configuration Editor in standalone mode through a URL. Note: Make note of this password and keep it in a safe place for reference.

70 81,;,QVWDOODWLRQ3URFHGXUHV 13. Type the domain name of the Web server location and press Enter to configure RightNow Metrics. Press Enter if the Web server is installed on the local computer. 14. Type the domain name of the SMTP mail server location and press Enter to configure RightNow Metrics. Press Enter if the SMTP server is installed on the local computer.

71 ,QVWDOODWLRQ8VLQJ0\64/ 15. Press Enter to configure your database for use with RightNow Metrics. This will run the rnm_dbaudit utility that builds the tables needed for RightNow Metrics. The installation process is complete. A log file, install.log, contains records of all the functions performed during the installation. If you have problems during the installation, you can view this file to troubleshoot the problem. This file also lists the new files and their locations. Note: If you contact the RightNow Technologies Customer Support department for assistance with your installation, attach this file with your support request.

72 81,;,QVWDOODWLRQ3URFHGXUHV 16. To configure your installation and schedule your utilities to run automatically, refer to Utilities in the RightNow Metrics 4.3 User Manual. 17. To log in to RightNow Metrics, refer to Chapter 2, Getting Started, in the RightNow Metrics 4.3 User Manual. 6XPPDU\ During the installation, you have added or modified the following RightNow Metrics directories and files to your computer. RNT_Home directory (by default, /usr/local/rnt) This directory contains RightNow Metrics utilities and support files. HTML documents directory (by default, /home/httpd/html) This directory contains HTML files, images, and CSS files used to display the RightNow Metrics Web pages. Also in this directory is the dictionary used for the spell check feature. Scripts/CGI directory (by default, /home/httpd/cgi-bin) This directory contains the.cfg directory and the schedule.bat file. The.cfg directory contains the RightNow Metrics executable, PHP executable, configuration setting files, and message base files. ETC directory (by default, /etc/rnt) This directory contains the rnm.conf file that stores the directory paths for the three RightNow directories that you specified during the installation.

73 ,QVWDOODWLRQXVLQJ2UDFOH,QVWDOODWLRQXVLQJ2UDFOH This section contains procedures for installing RightNow Metrics on a UNIX platform using Oracle. The windows displayed precede the accompanying instructions. To cancel from the install program at anytime, press Ctrl+C. Note: We strongly recommend that you use the default directories. 1. As root, change directories to rnm-<release>_<platform>_oci, for example: rnm- 4.3_linux_oci. This is the directory created after unpacking RightNow Metrics. 2. Type the following at the command line to install RightNow Metrics:./install.sh Press Enter to start to the setup program.

74 81,;,QVWDOODWLRQ3URFHGXUHV 3. Press Enter to accept the default RightNow Home directory or type the desired directory path and press Enter. This directory contains the files shared between interfaces and the utilities. 4. Press Enter to accept the default Web server HTML path or type the desired directory path and press Enter. This directory contains the RightNow Metrics files and images. This value must match your Web server configuration.

75 ,QVWDOODWLRQXVLQJ2UDFOH 5. Press Enter to accept the default scripts directory or type the desired directory path and press Enter. This directory contains the CGI applications and must match your Web server configuration. 6. Press Enter to install the shared images and utilities.

76 81,;,QVWDOODWLRQ3URFHGXUHV 7. Press Enter to continue. This step will not detect Oracle databases. 8. Type your interface name in the space provided and press Enter. The default is metrics. This must be a valid filename with no spaces or punctuation. The interface name appears on the URL that you use to access RightNow Metrics, for example: cgi-bin/<your_interface>. The interface name will also be used for the name of the.cfg directory and appears in some outgoing messages.

77 ,QVWDOODWLRQXVLQJ2UDFOH 9. To add examples to your RightNow Metrics database, type y and press Enter. This populates the database with examples and allows you to see how RightNow Metrics works. Type n if you do not want the examples loaded. 10. Type your Oracle home directory and press Enter. This specifies the Oracle distribution directory on the Web server. Oracle home corresponds to the environment in which Oracle products run. This environment includes the following: Z Location of installed product files (for example, /opt/oracle/product/8.1.7) Z PATH variable pointing to the products binary files Z Service names Z Program groups If your database is located on a separate server, the Oracle home directory will be the Web server s $ORACLE_HOME. For more information, contact your Oracle database administrator.

78 81,;,QVWDOODWLRQ3URFHGXUHV Note: If you are integrating RightNow Metrics with RightNow Web version or lower, refer to the RightNow Technologies knowledge base for specific procedures Type your Oracle Service and press Enter. For more information, contact your Oracle database administrator. Note: If your database is located on a remote machine, the Oracle client software must be installed on the Web server, and a connection must be established. 12. Type your Oracle SID and press Enter. This specifies the Oracle database instance name. This corresponds to the ORACLE_SID environment variable and is used as the database instance name. For more information, contact your Oracle database administrator.

79 ,QVWDOODWLRQXVLQJ2UDFOH 13. Type the name of the Oracle tablespace in which the table data will be created and press Enter. We strongly recommend that table data and indexes be placed in tablespaces on different disk controllers or at least different disks. The rnm_dbaudit utility uses this information to create the tables for the database. Contact your Oracle database administrator if you are unsure of this information. Caution! Do not leave this field blank or enter any of the default Oracle tablespaces, such as system, users, or tools. 14. Type the name of the Oracle tablespace in which the indexes will be created and press Enter. We strongly recommend that table data and indexes be placed in tablespaces on different disk controllers or at least different disks. Contact your Oracle database administrator if you are unsure of this information. Caution! Do not leave this field blank or enter any of the default Oracle tablespaces, such as system, users, or tools.

80 81,;,QVWDOODWLRQ3URFHGXUHV 15. Type your Oracle schema name and press Enter. The user must be granted the connect role, create table, create view, and query rewrite privileges. For information on these fields, contact your Oracle database administrator. Caution! Do not use sys or system. 16. Type your Oracle schema password, and then re-type it to verify the password. Press Enter to continue.

81 ,QVWDOODWLRQXVLQJ2UDFOH 17. Type your configuration password and press Enter. Re-type it to verify the password and then press Enter to continue. This is a required field. The password must contain at least four characters but cannot contain spaces. This password is used to access the Configuration Editor and Message Base Editor in standalone mode accessed through a URL. (You can also access these features through the Management and Configuration page.) Keep this password in a safe place for future use. 18. Type the domain name of the Web server location and press Enter to configure RightNow Metrics. Press Enter if the Web server is installed on the local computer. 19. Type the domain name of the SMTP mail server location and press Enter to configure RightNow Metrics. Press Enter if the SMTP server is installed on the local computer. 20. Press Enter to configure the database. The rnm_dbaudit utility will run and create tables necessary for RightNow Metrics.

82 81,;,QVWDOODWLRQ3URFHGXUHV 21. The installation process is complete. A log file, install.log, contains records of all the functions performed during the installation. If any problems occurred during the installation, you can view this file to troubleshoot the problem. This file also lists the new files and their locations. Note: If you contact the RightNow Technologies Customer Support department for assistance with your installation, attach this file with your support request. 22. To configure your installation and schedule your utilities to run automatically, refer to Utilities in the RightNow Metrics 4.3 Manual. 23. To log in to RightNow Metrics, refer to Chapter 2, Getting Started, in the RightNow Metrics 4.3 User Manual. 6XPPDU\ During the installation, you have added the following RightNow directories and files to your computer. RNT_Home directory (by default, /usr/local/rnt) This directory contains RightNow Metrics utilities and support files. HTML documents directory (by default, /home/httpd/html) This directory contains HTML files, images, and CSS files used to display the RightNow Metrics Web pages. Also in this directory is the dictionary used for the spell check feature. Scripts/CGI directory (by default, /home/httpd/cgi-bin) This directory contains the.cfg directory and the schedule.bat file. The.cfg directory contains the RightNow Metrics executable, PHP executable, configuration setting files, and message base files. ETC directory (by default, /etc/rnt) This directory contains the rnm.conf file that stores the directory paths for the three RightNow directories that you specified during the installation.

83 &KDSWHU /DQJXDJH3DFN,QVWDOODWLRQ In addition to United States English, RightNow Metrics is available in fourteen languages, including United Kingdom English, Australian English, German, European French, French Canadian, Spanish, Portuguese, Finnish, Dutch, Italian, Czech, Polish, Greek, and Swedish. When you install RightNow Metrics, you can install a language pack and translate your database to languages other than United States English. To install RightNow Metrics in any language other than English, you must first install the English version and then install the language pack to convert the installation to the chosen language. The language pack will convert all message base strings and configuration setting descriptions from English to the chosen language. Note: For availability of language packs, check the RightNow Technologies Web site at 1. Determine your language requirements for RightNow Metrics. You can install the RightNow Metrics language packs in United Kingdom English, Australian English, German, European French, French Canadian, Spanish, Portuguese, Finnish, Dutch, Italian, Czech, Polish, Greek, and Swedish. 2. Download the language pack for the desired language. Refer to Downloading RightNow Metrics on page 2-2.

84 /DQJXDJH3DFN,QVWDOODWLRQ,QVWDOODWLRQRI/DQJXDJH3DFNVIRU:LQGRZV17 This section contains procedures for installing a language pack for RightNow Metrics on Windows NT/2000 platforms. The windows displayed precede the accompanying instructions. To cancel from the program at any time, click. To return to the previous window(s), click. 7RLQVWDOODODQJXDJHSDFNIRU:LQGRZV17SODWIRUPV 1. Open the RightNow Metrics language pack executable file you downloaded to your computer to launch the RightNow Metrics language pack installation program. 2. Review the instructions and click to continue. The instructions contain information about the effects of converting a database and an interface to another language.

85 ,QVWDOODWLRQRI/DQJXDJH3DFNVIRU:LQGRZV17 3. Select the interfaces you want to convert and click to continue. 4. Verify that the information is correct and click to install the language pack.

86 /DQJXDJH3DFN,QVWDOODWLRQ 5. Click. The following message will appear. A log file, <language_code>_install.log, contains a record of each function performed during the installation. If any problems occurred during the installation, you can view this file to troubleshoot the problem. Note: If you contact the RightNow Technologies Customer Support department for assistance with your installation, attach this file with your support request. 6. Click to complete the installation process. 7. To log in to RightNow Metrics, refer to Chapter 2, Getting Started, in the RightNow Metrics 4.3 User Manual.

87 ,QVWDOODWLRQRI/DQJXDJH3DFNVIRU81,;,QVWDOODWLRQRI/DQJXDJH3DFNVIRU81,; This section contains procedures for installing a language pack for RightNow Metrics on UNIX platforms. The windows displayed precede the accompanying instructions. To cancel from the program at any time, press Ctrl+C. 7RLQVWDOODODQJXDJHSDFNIRU81,;SODWIRUPV 1. Log on to the system as a user (usually root) who has execute permissions to modify the CGI and HTML root directories in the following table: Table 6-1: Directory Definitions Directory cgi-bin html docs Explanation This is your Web server s cgi-bin directory. This directory must have execute permissions in the Web server. This is your Web server s html documents directory. This directory must have read permissions in the Web server. 2. Change directories to where you downloaded the setup file. The language pack file will be in the form rnm-<release>_<language_code>_lang_pack.tar.gz (for example, rnm- 4.3_de_DE_lang_pack). Unzip the file by typing the following at the command prompt: gunzip rnm*tar.gz. Note: If you are installing on a Solaris platform, you must use GNU tar to unpack the tarball. You can download a precompiled binary of GNU tar from the following Web site:

88 /DQJXDJH3DFN,QVWDOODWLRQ 3. Unpack the file with the command: tar xvf rnm*.tar A directory named rnm-<release>_<language_code>_lang_pack will be created containing the following files and directories: Table 6-2: File/Directory Definitions File/Directory cgi-bin doc_root install_lang.sh lang Explanation This directory contains the.cfg interface directories that contain interface-specific files, including configuration settings, message base strings, and executables. This directory contains the HTML, image, CSS, and dictionary files shared by all interfaces. This file is the language pack install script. This file contains the language string. 4. Change directories to the rnm-<release>_<language_code>_lang_pack (for example, rnm- 4.3_de_DE_lang_pack). 5. Install the language pack by executing the command:./install_lang.sh Press Enter to start the language pack program.

89 ,QVWDOODWLRQRI/DQJXDJH3DFNVIRU81,; 6. Press Enter to detect current RightNow Metrics interfaces. 7. Type the letter that corresponds to the function you want to perform for the interface shown and press Enter. Repeat this step for all available interfaces. Refer to Table 6-3 for a description of these options. Table 6-3: Convert Interface Options Option y d n s Description Type y to convert the interface, but not convert its associated database. Type d to convert the interface and its associated database. When converting a database, incidents will remain in the original language and will continue to be available to end-users when searching in that language. Type n not to convert the interface and skip to the next interface. Type s to skip the remaining interfaces.

90 /DQJXDJH3DFN,QVWDOODWLRQ Table 6-3: Convert Interface Options (Continued) Option q Description Type q to quit the conversion process. The installation process is complete. A log file, install.log, contains records of all functions performed during the conversion. If any problems occurred during the installation, your can view this file to troubleshoot the problem. Note: If you contact the RightNow Technologies Customer Support department for assistance with your installation, attach this file with your support request. 8. To log in to RightNow Metrics, refer to Chapter 2, Getting Started, in the RightNow Metrics 4.3 User Manual.