browser related and application startup tips and tricks

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Global Tracking System (GTS) Portal Using Siebel Call Center GTS First Time User Setup & Tips September 17, 2008 GTS Version 4.0 Document Version 2.4 Direct comments, questions to: Kim Kelley, ext. 1600, or [email protected] Mentor Graphics Company Confidential Copyright © Mentor Graphics Corporation 2008 All Rights Reserved This document contains unpublished information that is confidential and proprietary to Mentor Graphics Corporation, 8005 SW Boeckman Road, Wilsonville, Oregon 97070. It is supplied for identification, maintenance, evaluation, engineering, and inspection purposes only, and shall not be duplicated or disclosed without prior written permission from an authorized representative of Mentor Graphics. This document and any other confidential information shall not be released to any third party without a valid Confidential Information Exchange agreement signed by the third party and an authorized Mentor Graphics representative. In accepting this document, the recipient agrees to make every reasonable effort to prevent the unauthorized use of this information.

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Page 1: Browser Related and Application Startup Tips and Tricks

Global Tracking System (GTS) Portal

Using Siebel Call Center

GTS First Time User Setup & Tips

September 17, 2008 GTS Version 4.0

Document Version 2.4 Direct comments, questions to:

Kim Kelley, ext. 1600, or [email protected]

Mentor Graphics Company Confidential Copyright © Mentor Graphics Corporation 2008

All Rights Reserved

This document contains unpublished information that is confidential and proprietary to Mentor Graphics Corporation, 8005 SW Boeckman Road, Wilsonville, Oregon 97070. It is supplied for identification, maintenance, evaluation, engineering, and inspection purposes only, and shall not be duplicated or disclosed without prior written permission from an authorized representative of Mentor Graphics. This document and any other confidential information shall not be released to any third party without a valid Confidential Information Exchange agreement signed by the third party and an authorized Mentor Graphics representative. In accepting this document, the recipient agrees to make every reasonable effort to prevent the unauthorized use of this information.

Page 2: Browser Related and Application Startup Tips and Tricks

Contents Introduction 3

Overview 3

Siebel 8 Client Startup 4

Overview 4 Overview of Required Software to start Siebel 8 Call Center 4 Recommended Desktop Settings 5 Internet Explorer 7 – Browser Setup 7 Browser Predefined Security Settings 8 Browser Manual Security Settings 8 First Time Connect to Siebel 8 – Browser Setup 11

First Time Connect – User Preferences Setup in GTS 13

Setting up Pre-defines Queries (PDQ) 14

Startup Troubleshooting Tips 15

Popups, Pick or Shuttle applets not displaying properly or hanging 15 Browser won’t close 17 Toggles not displaying properly or hanging 17 Date or Timestamp not in your local time 17 F9 - Email does not work 17 Error windows from browser 18 Browser default is NOT Internet Explorer 18 Screen does not fit in browser or form labels are overlapped 18 Why Do You See Characters Display as Squares? 19 Only English (ASCII) characters are displayed properly 20 Tooltip (on hover over field) only displays (ASCII) characters properly 20 Browser HANGS while re-ordering or sizing columns in a list view 20 Some queries work with mixed case and some not working 21 Problems setting First Contact Date/Time 21 Browser opens new tab instead of popup for pick lists, etc. 21 Problems installing the Siebel High Interactivity Framework (ActiveX) 22

Page 3: Browser Related and Application Startup Tips and Tricks

Introduction Overview

This document describes how to setup the Siebel web client for a first time user. There are also some troubleshooting tips for solving problems with the Hi Interactivity (HI) Web Client using Internet Explorer (IE) browser. There are also some important setup steps to perform in the application; they are listed under “First Time Connect – User Preferences Setup”.

Page 4: Browser Related and Application Startup Tips and Tricks

Siebel 8 Client Startup Overview

This document contains useful technical information for Setting up a user’s Client to run Siebel 8 software. The following sections are provided:

• Overview of Required Software to start Siebel 8 Call Center • Recommended Desktop Settings • Internet Explorer 7 – Browser Setup • Browser Predefined Security Settings • Browser Manual Security Settings • First Time Connect to Siebel 8 – Browser Setup • First Time Connect – User Preferences Setup • Startup Troubleshooting

Overview of Required Software to start Siebel 8 Call Center Note: If the following are not met, the behavior of Pick Applets is very inconsistent. Typical symptoms vary from incomplete display to locking up the desktop with high CPU utilization. The Siebel High-Interactivity (HI) Client requires IE, uses Java and JavaScript, and ActiveX technology.

Required Software Software Type Version Comments I.E. Browser Internet

Explorer (IE) 6* SP1 or Higher

Popup Blockers Must be Disabled. Toolbars like Google must be totally disabled (Unchecked)

Java JRE JRE 1_5_0_14 or Higher

There is a warning of first Login to Siebel 8 if your JRE is not correct.

Siebel High Interactivity Framework

ActiveX N/A Automatically downloaded on first Login to Siebel 8

Siebel Desktop Integration

ActiveX N/A Automatically downloaded on first Login to Siebel 8 Aka Web Client Automation Component

Siebel Email Support for Microsoft Outlook and Lotus Notes

ActiveX N/A Automatically downloaded on first Login to Siebel 8

Page 5: Browser Related and Application Startup Tips and Tricks

Recommended Desktop Settings

For optimal display of the application, the following are recommended. If these are not set as follows, there will be unnecessary scrolling and possible label truncation

• Screen Resolution of at least 1280 X 1024 • System Display Font should be Normal Size (96 DPI) • F11 should be used for Full Screen (without auto hide)

Set display properties as follows:

Right Click on the desktop/laptop go to Properties – Settings tab Click on the Advanced Button set the DPI setting to Normal Size

OK the change OK again to apply to desktop (Screen will grey out for a few seconds)

There are 3 fonts required by the Siebel “HI” Client Arial - Normally found on Windows Systems Arial Unicode MS - May NOT be on all Windows Systems Tahoma - Normally found on Windows Systems

For Proper Unicode Display in the Browser you MUST HAVE a Unicode font “Arial Unicode MS” Font is the most commonly used Unicode font. To verify the font is loaded on your system, bring up a tool like Microsoft Word and use the Font Pulldown menu to verify that Arial Unicode MS is listed as a valid font. If missing, install as follows from Microsoft Office or open a ticket to the “help desk” and we can help you get a copy of the font:

How do I install the Arial Unicode MS font? The Arial Unicode MS font is installed as part of the Microsoft Office Setup and is part of the International Support features. To install the Arial Unicode MS font, follow these steps:

Page 6: Browser Related and Application Startup Tips and Tricks

1. Click Start, point to Settings, and then click Control Panel. 2. In Control Panel, click Add/Remove Programs. 3. Click Change or Remove Programs 4. Click Microsoft Office Standard Edition (Or your installed version) and then click

Change. 5. In the Setup Window Click “Add or Remove Features” and click Next. 6. Click Choose Advanced Customization of Applications and Click Update. 7. In the Advanced Customization window Click to expand Office Shared Features. 8. Click to expand International Support.

9. Click the icon next to Universal Font, and then click Run from My computer on

the shortcut menu (The red X should go away). 10. Click Update to complete the installation of the Universal Font (Arial Unicode MS) to

your computer.

For ToolTips in the Browser to display correctly for Unicode, set the Desktop as follows:

1. Go To Start Settings Control Panel Display 2. Select Apprearance Tab 3. Select Advanced Button 4. Select Item: Tooltip 5. Change font to “Arial Unicode MS” 6. OK the change 7. OK again to apply to desktop (Sceen will greyout for a few seconds)

Page 7: Browser Related and Application Startup Tips and Tricks

Internet Explorer 7 – Browser Setup

For IE 7 to work with Siebel 8, you MUST change the option: "When a pop-up is encountered" to "Always open pop-ups in a new window"

Page 8: Browser Related and Application Startup Tips and Tricks

Browser Predefined Security Settings

Web content zones in Microsoft Internet Explorer support predefined security setting templates, or groups of settings: Low, Medium-low, Medium, and High. Siebel applications support both Low and Medium-low settings. You should use a zone such as Local intranet. The Local intranet zone defaults to the Medium-low setting. To use this zone the Siebel Business Applications URL must be hosted on the same intranet as the end users’ Web browsers. Note: If connecting from the Internet, change the Internet Zone. To check your security zone: Go to Tools Internet Options Security Tab and click on Local Intranet. If the settings are not Low or Medium low, change them.

Browser Manual Security Settings If you are not using supported security setting templates for applicable Web content zones for your Siebel high-interactivity applications, then you must manually specify the Internet Explorer settings described in this section. (Some settings are not associated with either Low or Medium-low security templates. All such settings are optional.)

Setting up Internet Settings for GTS Portal IE 6 and IE 7

1) Select Internet Options > Security tab

2) Click on the “Trusted sites” option for content zone

Page 9: Browser Related and Application Startup Tips and Tricks

3) Click on the “Sites…” button 4) Add https://iweb.mentor.com to the list and select the “Require server verification (https:) for

all sites in this zone”

5) Click [OK] and close the Trusted sites dialog box 6) Now select the [Custom Level] button on the Security tab 7) In this dialog, select the following items:

To specify ActiveX settings

In Security Settings, under ActiveX controls and plug-ins > Download signed ActiveX controls, select Enable or Prompt.

In Security Settings, under ActiveX controls and plug-ins > Run ActiveX controls and plug-ins, select Enable.

In Security Settings, under ActiveX controls and plug-ins > Script ActiveX Controls marked safe for scripting, select Enable.

In Security Settings, under ActiveX controls and plug-ins > Initialize and script ActiveX controls not marked as safe, select Enable or Prompt.

In Security Settings, under ActiveX controls and plug-ins > Allow Previously unused ActiveX controls to run without prompt to Enable. everything works fine.

Click OK, then click OK again. To specify scripting settings

In Internet Explorer, choose Tools > Internet Options. Click the Security tab. Select the Web content zone you want to customize (for example, Local intranet or

Trusted sites). Click Custom Level. In Security Settings, under Scripting > Active scripting, select Enable or Prompt. In Security Settings, under Scripting > Scripting of Java applets, select Enable or

Prompt. In Security Settings, under Scripting > Allow paste operations via script, select Enable

or Prompt. Click OK, then click OK again.

Page 10: Browser Related and Application Startup Tips and Tricks

To specify download settings In Internet Explorer, choose Tools > Internet Options. Click the Security tab. Select the Web content zone you want to customize (for example, Local intranet or

Trusted sites). Click Custom Level. In Security Settings, under Downloads > File download, select Enable. Click OK, then click OK again.

8) Click [OK] and close the “Internet Options” dialog 9) Close all of your IE browsers and reopen. 10) Navigate to http://iweb.mentor.com/gts_portal 11) If prompted to install Oracle Siebel Active X Controls, click on the install bar and proceed

with the installation.

Page 11: Browser Related and Application Startup Tips and Tricks

First Time Connect to Siebel 8 – Browser Setup

When you first connect to Call Center, you MUST install the required browser framework for Siebel 8:

Note: The sequence below will vary slightly based on if Java is already installed, etc.

You will see the Siebel Call Center login window.

Login with Userid/Password as yourself

Depending on your browser security settings you may or may not get prompted for the following: (If prompted, you must “Install” the Siebel HI Frameworks as follows)

Page 12: Browser Related and Application Startup Tips and Tricks

Once the installations are complete, you might see a “Siebel Browser Check” window which may include the java runtime version mismatch warning, and recommended browser settings to Auto Fix.

If Java is installed: Click on checkbox for “Please do not warn me again about recommended settings” Click on “Auto Fix” button. Siebel automatically fixes browser settings. If Java is not installed or is an earlier version: Click on Exit button, and close the browser. Then perform the following instructions to install java.

You must have Java 1_5_0_14 or higher for High Interactivity (HI) Client deployments. You can install directly from Sun at http://www.java.com/en/download/manual.jsp Accept the license and default values.

Login again

Page 13: Browser Related and Application Startup Tips and Tricks

First Time Connect – User Preferences Setup in GTS After setting up your desktop and browser, you must setup your User Preferences and Skills in order to use the application properly. Upon starting Siebel application initially user will be taken to User Preferences view so you can setup your user preferences. After that you can change you default startup view. Note: Saving User Preferences REQUIRES DEPRESSING THE SAVE BUTTON! Note: Always logout after the user preferences are updated. Most updates will take effect

on the next login. 1. Navigate to Tools-> User Preferences User Profile

• Make sure Time Zone Field is correct (Most people will want to set it to match the

machine you are using) For people in Wilsonville it would normally be: (GMT-08:00) Pacific Time (US & Canada); Tijuana Note: This says -08:00 but it adjusts for Daylight Savings

• Select your Manager. This is REQUIRED for emails to be delivered properly. Note: There is also a manager field on the Skills Profile. You must also select the

manager there, and the manager can be different for each profile. • Fill in any other fields desired, making sure the required fields (*) are entered • Depress “Save”

2. Navigate to Tools -> User Preferences -> Behavior

• Setup the startup view

• Depress “Save”

Page 14: Browser Related and Application Startup Tips and Tricks

Setting up Pre-defines Queries (PDQ) Navigate to the screens and views you want to create a query, and then after performing the “query by example” (QBE), save the query. To Create your own Query

Go to the screen where you want to create a predefined query. E.g. SR List Enter your search criteria. Follow the below steps

• Click Query Button on the list applet • Enter the search criteria, e.g. Status “2-Pending” • Execute the query by either “Enter” or “Go” button • Save this query by clicking on File Menu bar Query > Save Query As

• Enter the new Query Name • Click “OK” button (Do NOT use enter here, you MUST click OK)

This new query will now be visible in your drop down list on the right corner under saved queries. To Make your Query the default

To make it the default query for a Screen. Go to User Preferences -> Default Queries, and select the query name you created for the Default Query in the Screen View applet. E.g. “Service Requests” screen below for my query called “2-Pending”.

Page 15: Browser Related and Application Startup Tips and Tricks

Startup Troubleshooting Tips

Active X is required and won’t install Possible Scenario:

When navigating to http://iweb.mentor.com/gts_portal you are prompted to install Active X, when you click OK, you lose the Active X install toolbar.

Resolution: 1. In IE's Tools...Internet Option...Security...Internet Zone, I selected "Medium".

2. Go to IE's Tools...Internet Option...Security...Internet Zone...Custom Level and select: "Enable" to

"Download Signed ActiveX Controls". Your browser will warn you about high risk. With that setting, login S8 GTS Portal page again, this time, the activeX control is installed.

3. Now go back to the security setting, and reset it back to Medium. Logout, and log back in.

The bottom line is, you just need to set up that high risk option one time, in order to download the ActiveX from Siebel 8. After that, you can set it back to more secure options (Medium).

Page 16: Browser Related and Application Startup Tips and Tricks

Popups, Pick or Shuttle applets not displaying properly or hanging Possible Scenario:

When clicking on buttons, or invoking pick applets, or just getting error messages, the popup window appears Blank or only partially painted or even hangs. There may also be a small window that stays on your desktop that looks like this:

Resolution:

Most Common Cause: If using popup blockers or “3rd party” toolbars and search engines like my_websearch, google toolbar, yahoo toolbar, etc. these can interfere with the Siebel popup windows. You must turn off your custom search engines and toolbars. If it still does not work, you must un-install them.

e.g. To turn off Google Toolbar: from IE, View ~> Toolbars ~> Uncheck Google

Other Causes: Siebel High Interactivity Framework is damaged or corrupted. Java Version is not correct or not installed properly.

To check whether Siebel High Interactivity Framework is damaged:

In I.E. Navigate to Tools Internet Options General Tab Settings Button View Objects Button. Check the Status column of Siebel High Interactivity Framework.

If the status is anything but “Installed” open a SR on SupportNet because correcting problems with the HI Framework requires removing the Framework and re-installing.

Page 17: Browser Related and Application Startup Tips and Tricks

Browser won’t close

Resolution: Use task manager to kill the browser

(i.e. End Task on the Application “Siebel Call Center – Microsoft Internet Explorer”)

Toggles not displaying properly or hanging

Possible Scenario:

When toggling from Service Requests to Service Requests List view the form gets stuck without displaying any data.

Resolution:

Most Common Cause: An error occurred and has cached in your browser a bad view of the applet.

In I.E. Navigate to Tools Internet Options Under “Temporary Internet Files” click the “Delete Files” button Close all browsers and re-execute

Date or Timestamp not in your local time

Possible Scenario:

Your date and times are all showing up in GMT. You want them to display in your local time.

Resolution:

Follow instructions for setting your time zone in your User Profile: First Time Connect to Siebel 8 – Setup User Preferences

F9 - Email does not work

Resolution:

Follow instructions in section: First Time Connect to Siebel 8 – Setup User Preferences

Page 18: Browser Related and Application Startup Tips and Tricks

Error windows from browser

Resolution:

Follow instructions in: (play close attention to IE Version & Java Plug-in Version) First Time Connect to Siebel 8 – Browser Setup

Browser default is NOT Internet Explorer

Possible Scenario:

After login screen, some other browser pops up.

Resolution: Fix as follows in Windows XP SP2:

1. Change Browsers to not make themselves the default 2. Set the default for your system”

a. Use Control Panel “Add or Remove Programs” b. Select Set Program Access Defaults c. Expand Custom choices d. Set default Web Browser to Internet Explorer

Screen does not fit in browser or form labels are overlapped Resolution: Siebel 8 HI Client is designed for: Screen resolution of 1280 X 1024 (Note S6 was 1024 X 768) Full screen using F11 without auto hide Display font DPI should be Normal Size (96 DPI)

Set display properties as shown in Recommended Desktop Settings

Page 19: Browser Related and Application Startup Tips and Tricks

Why Do You See Characters Display as Squares?

Possible Scenario:

When viewing the data in the Siebel application, alphanumerical some characters are displayed correctly and some are not, but are displayed as boxes instead (usually the problem is the non-English characters such as multi-byte Chinese, Japanese, and Korean characters)

Resolution:

One reason for this behavior is that all the fonts required to display the client in the browser are not available. The following fonts are required to display the application properly: Arial Tahoma Arial Unicode MS

More information on installing fonts can be found in Recommended Desktop Settings

Page 20: Browser Related and Application Startup Tips and Tricks

Only English (ASCII) characters are displayed properly Resolution:

“Arial Unicode MS” Font is required in-order to display the Unicode characters properly To verify the font is loaded on your system, bring up a tool like Microsoft Word and use the Font Pulldown menu to verify that Arial Unicode MS is listed as a valid font.

If missing, Install font from Office as shown in Recommended Desktop Settings

Tooltip (on hover over field) only displays (ASCII) characters properly Resolution:

“Arial Unicode MS” Font is required in-order to display the Unicode characters properly

Set display properties for tooltips as shown in Recommended Desktop Settings

Browser HANGS while re-ordering or sizing columns in a list view Possible Scenario:

Most fields are not sortable in list views, but for the ones that are, if you accidentally click on the column when you are resizing or moving it, it will perform a full DB sort. This can take time, based on the view you are in and the column you clicked on.

E.G. the following fields are sortable on SR List Views:

SR Modified Date SR Number SR Status SR Contact Date SR Contact Last Name SR Contact First name SR Open Date SR Owner SR Priority SR Product SR Open Method SR Account Name SR Backline Flag

Resolution:

Be more careful when moving or sizing columns in list views. If you hover over the column heading, a balloon tip will tell you if the field is sortable. Be especially careful of fields like SR Backline. This field is sortable so that it can be included in other queries, but should never be sorted by itself when querying ALL SRs.

Page 21: Browser Related and Application Startup Tips and Tricks

Some queries work with mixed case and some not working Possible Scenario:

Siebel 8 has most fields set to case sensitive for performance. This means they must be entered with the correct case. This is noted by the text <Case Required> in the field when starting a query. If the field is blank when starting a query, then it is not case sensitive. These are: Account Name Contact Last Name Contact First Name Product There are also a couple of fields that say <Case Required> that are not case sensitive. These are special cases, where we know that the data is all upper case or lower case and can “fix” your query for you. These are: SR Owner Contact Email Address

Resolution: Make sure you have the correct case for all columns except those mentioned above.

Problems setting First Contact Date/Time Possible Scenario:

You have not setup your Employee Timezone.

Resolution: Make sure you have the setup your Employee Timezone as per section:

First Time Connect to Siebel 8 – Setup User Preferences

Browser opens new tab instead of popup for pick lists, etc. Possible Scenario:

If using I.E.7, the default settings for popups is wrong.

Resolution: Make sure you have the correct options set for popups. See the Internet Explorer 7 – Browser Setup section.

Page 22: Browser Related and Application Startup Tips and Tricks

Problems installing the Siebel High Interactivity Framework (ActiveX) Possible Scenario:

I see the message bar that I need to install Active X controls, and a message box tells me that my Active X may be out of date. I no longer have the option of installing the Active X control after clicking OK.

Resolution: Make sure you have the correct security settings as shown in Browser Predefined Security Settings Make sure you have the correct options set for popups as seen in the Internet Explorer 7 – Browser Setup section. Clear the HI Interactive framework and Browser Cache. In I.E. go to Tools - Internet Options 1 - In the General Tab, Temporary Internet Files section, click on settings Click on View Objects - You have a file explorer view of all Downloaded Programs Delete the Siebel High Interactivity Framework by selecting it and using the delete key. Close the file explorer view and dialog box 2 - In the General Tab, Temporary Internet Files section, click on Delete Files Click OK CLOSE ALL YOUR BROWSERS. Try Again.