superoffice pocket crm · web viewappendix c: windows server 2008 prerequisites23 appendix d:...

SuperOffice Pocket CRM – Installation Guide

SuperOffice Pocket CRM

Version 7.2

Installation Guide


Table of Contents

Introduction...........................................................................................................................................3

Prerequisites......................................................................................................................................3Scenarios............................................................................................................................................3

Deployment planning.............................................................................................................................4

Add a Template for incoming images (jpeg):..................................................................................4Add a Follow-up type for SMS:.......................................................................................................4E-mail settings................................................................................................................................5

Recommended small scenario................................................................................................................5

Install SuperOffice Pocket CRM..........................................................................................................6

Verifying installation.............................................................................................................................13

Verify Pocket CRM service................................................................................................................13Verify NetServer...............................................................................................................................13Verify Pocket CRM server.................................................................................................................13Verify Pocket CRM Download service...............................................................................................14

Installing on mobile phones.................................................................................................................15

Platform support..............................................................................................................................15Mobile phone installation explained................................................................................................16iPhone / iPad installation..................................................................................................................16Android installation..........................................................................................................................17Other devices...................................................................................................................................17After installation...............................................................................................................................18

Locating Pocket CRM....................................................................................................................18Set application permissions..........................................................................................................18Phone settings..............................................................................................................................19

Recommended enterprise scenario.....................................................................................................19Installing on multiple hosts..................................................................................................................20Appendix A: Phone requirements........................................................................................................21Appendix B: Application security..........................................................................................................22

Client side security...........................................................................................................................22Server side security..........................................................................................................................22

Appendix C: Windows Server 2008 prerequisites.................................................................................23Appendix D: Server configurations.......................................................................................................24

GSM formatted phone numbers.......................................................................................................24Apache Tomcat port.........................................................................................................................24Using non-default port.....................................................................................................................24

Appendix E: Log files.............................................................................................................................25

Pocket CRM server...........................................................................................................................25Distribution server............................................................................................................................25

Appendix F: AJP Connector...................................................................................................................26


Introduction

This Installation Guide is intended for system administrators, and will help install and configure SuperOffice Pocket CRM.

SuperOffice Pocket CRM is an online mobile phone application that runs on phones from different vendors like Apple, BlackBerry, HTC, LG, Motorola, Nokia, Sony Ericsson, Samsung and other.

The client application is downloaded from the server using a download service that is installed on the application server.

The server application is running on an embedded server and is integrated to SuperOffice data using the NetServer web services.

Pocket CRM can run on most phones – also those not defined as “smart phones” also known as “feature phones”. Pocket CRM is developed using a platform-independent technology. (Java)

Prerequisites

Pocket CRM requirements

Scenarios

There are several ways SuperOffice Pocket CRM can be deployed. It will be adequate for most customers to choose the recommended small scenario as described in chapter Recommended small scenario.

More complex deployment scenarios should be used if: There are more than 100 users of the Pocket CRM application. The deployment site already hosts Java application servers, like IBM WebSphere, JBoss,

Oracle AS, etc.

Chapter Recommended enterprise scenario addresses the more complex scenarios.

http://devnet.superoffice.com/Technical/Documentation/OnPremise/System-requirements/#pocket


Deployment planning

There are a couple of thing you should address before you install and start using Pocket CRM. Server configuration, you will need a server accessible on the public Internet that can be

addressed and reached using http over a designated port, by default port 80. Firewall and proxies, these must be properly configured so they don’t cause any

problems related to communication between Pocket CRM client and server. NetServer, you will need to set up and properly configure a correct version of SuperOffice

NetServer. Common issues are configuration of document archive (SO_ARC) and e-mail server setting. You can verify your NetServer installation using SuperOffice S&M for web.

There also are a couple of configurations you can address using the SuperOffice admin client.

Add a Template for incoming images (jpeg):

Open SuperOffice Admin client and select Lists section -> Lists tab -> double click “Template” (in lists) and select “+ Add” bottom of the “Lists items”. Add this List item:

Add a Follow-up type for SMS:

Open SuperOffice Admin client and select Lists section -> Lists tab -> double click “Type (Follow-up)” (in lists) and select “+ Add” bottom of the “Lists items”. Add this List item:


E-mail settings

Each user logging into Pocket CRM should configure the personal e-mail settings as their first task. Select the Setting tab in Pocket CRM and select “E-mail settings”. Also verify using “Task” -> “Test connection”Recommended small scenarioA minimum recommended scenario involve a web server and a zone consisting of a database server, file and e-mail services. The data centre zone may span from one single server hosting the database, file and e-mail services, to one server for each.

This scenario can be illustrated as follows:

Protocol and service used for the different arrows1) HTTP, default port 80 (AES Encrypted content)2) IMAP3) File Share (may vary according to document archive provider)4) Database proprietary protocol (as implemented by the database drivers)


Install SuperOffice Pocket CRM

Note: This procedure applies to a completely new installation, i.e. Full installationNote: Before you can start this task you need to install prerequisites. These are described under the chapter Introduction, section Prerequisites.Note: For Windows Server 2008 see chapter Appendix C: Windows Server 2008 prerequisites

The SuperOffice Pocket CRM installation program is designed as a wizard guiding you through each step. You navigate in the wizard using the Previous and Next buttons. If you choose to press the Cancel button at any point during the installation, any installed files for the current Pocket CRM instance will be removed from disk, and a "clean rollback" of installed data will be performed. In this case, you will receive a message that the installation was unsuccessful.

Do the following:1. Start the installation program by running SETUP.EXE. The installation wizard starts.

2. In the welcome screen, click Next


2. Accept the License Agreement and click Next

3. Select Full installation to install Pocket CRM with built-in application server (Apache Tomcat), server application and distribution server – including configured clients. Select Custom if you want to install just parts of the installation or install an additional installation next to an existing application.


4. Choose a folder to install Pocket CRMNote: If you plan to install multiple instances of Pocket CRM on the same server you will need to use the same Installation folder.

5. In the field Server address (URL) you enter the complete Internet domain name address to the server you are installing Pocket CRM on. The Pocket CRM client is installed on phones that access this server over the Internet and must be able to reach this server host.NOTE: Server address is typically set up to use default port 80 – it is possible to use another port by appending this to the Server address like this. http://<servername>.<yourcompany>.<com> :81 This means that, if you install on an IIS Web Site running on a different port than 80 you need to configure this in your Server address (URL)

6. In the field Application context you enter a unique name for this instance of Pocket CRM on this server. You can install multiple instances on the same server that each need to be separate / unique.


Note: Application context will be part of the URL like this http://m.yourcompany.com/ pocketcrm / Do not use space or national characters; use lowercase a-z characters and/or numbers 0-9.

PS! Advanced settings (Optional)This is for installing multiple Pocket installations, typically hosting environments.Do not use these settings for normal installation!

When you enable Advanced settings you will have the possibility to group the installations.E.g.

And IIS / Pocket CRM Service will not restart as it does for the normal installation

7. Click Next.

http://m.yourcompany.com/pocketcrm/


8. In the field Download address (URL) you will see that default value is the same as the Server address entered in the previous Server settings screen. It is required that the phone can reach this URL/address from the built-in Internet browser on the phone.Tip: Make a note of this download URL since this is where the end-user will download and install SuperOffice Pocket CRM from. Together with download context this is typically what you send to the end-user: http://m.yourcompany.com/dl 9. In the field Download context you enter a unique name for this instance of the download service on this server. Tip: It’s recommended to keep the length of the download URL and context as small as possible. A good example http://m.yourcompany.com/dl We also recommend sending this client download on SMS to the end-user to make it easy to install Pocket CRM – just click the received link and follow the installation instructions.

10. Click Next.

http://m.yourcompany.com/dl



11. In the field NetServer address (URL) field you enter the address to the remote installation of NetServer.Note: Pocket CRM 7.0 supports NetServer version 7.0, 7.0 sr1 and 7.0 sr2, other versions of NetServer are not compatible. Note: Pocket CRM Server/context address and NetServer address cannot be the same if you install on the same machine/host12. Click Next.

13. Verify your settings in the Pre-Installation Summary. Use the Previous button if you need to go back and change anything.

14. Click Install.

15. Select IIS Web Site. Full installation also includes the option to install an IIS to Pocket CRM (Tomcat) connector. This connector will install in the selected IIS Web Site and route/forward traffic from IIS to the Pocket CRM Server.NOTE: If you want to use an IIS Web Site running on a different port than 80 you will need to configure this in your Server URL (See step 5 and chapter Using non-default port)


16. Click Next

17. Click Done.

Tip: After installation you can navigate to Start -> All Programs -> SuperOffice Pocket CRM and select link to your Pocket CRM installation. This will open default browser and you can inspect the result:


Verifying installation

After installation there are some easy ways to verify that your installation is a success. You can also use these steps to trouble shoot an installation that does not seem to work properly.

Verify Pocket CRM service

Pocket CRM installs Apache Tomcat as a Windows service named Pocket CRM. Verify that this service is up and running, Start > Administrative Tools > Services and check if service Status is set to Started.

Verify NetServer

Pocket CRM uses SuperOffice NetServer so we need to verify that the server you install Pocket CRM can reach the server that NetServer is installed on.

Open the browser locally on the server you installed Pocket CRM. Enter the domain name address to the remote NetServer installation.

Example: http://servername.youcompany.com/netserver/sale.svcResult should look like this:

Verify Pocket CRM server

Open Internet Explorer locally on the server you installed Pocket CRM. Enter the Server address and the Application context. Add /servlet at the end.

Example: http://<servername>.<yourcompany>.<com>/<application context>/servlet

Result in the browser should look like this:

If NetServer connection is wrong there will be displayed an error message.NOTE: If you receive an empty page in the browser it usually mean there has been a timeout, slow initialization connecting to NetServer. Restarting Pocket CRM service should help.


Clients installed on mobile phones uses this address to communicate. This server address (URL) must be reachable from the mobile phones, i.e. from the “internet”.

Verify Pocket CRM Download service

Open Internet Explorer locally on the server you installed Pocket CRM. Enter the Download address

Example: http://server/dl

This is what you should see:


Installing on mobile phones

The server installation installs the Pocket CRM application and a distribution server application. After running the installer on the server a set of configured mobile phone clients are installed into the distribution server.

Platform support

Downloading and installing Pocket CRM from the distribution server supports the following mobile device platforms:

1. Android (smartphones and tablets)2. Apple iOS (iPhone and iPad)3. BlackBerry Smartphones BIS and BES - NOT BB104. VeriSign signed Java ME (Symbian and others)5. Unsigned Java ME

The Android version is installed from Google Play. Link is available from the Pocket CRM distribution server.

The Apple iOS version is installed from the Apple App Store. Link is available from the Pocket CRM distribution server.

There are two possible ways of deploying applications to mobile devices: Manual installation using mobile phones built-in browser System administrator uses a system management software, like BlackBerry Enterprise Server

or equivalent


Mobile phone installation explained iPhone / iPad installation

To make it easier to install Pocket CRM it is recommended that the installation address, i.e. http://m.yourcompany.com/dl , is sent to the end-user using SMS.

Pocket CRM app for Apple iPhone/iPad is installed from Apple App Store.

1. Navigate to the Pocket CRM distribution server (i.e. http://m.yourcompany.com/dl) and select ”1. Install Pocket CRM from App Store”

2. Install Pocket CRM from the Apple App Store.

3. Go back to the browser and select the ”2. Click to configure Pocket CRM” link. 4. Pocket CRM should be configured and ready for login.. Click ”Login”




Android installation

To make it easier to install Pocket CRM it is recommended that the installation address, i.e. http://m.yourcompany.com/dl , is sent to the end-user using SMS.

Pocket CRM for Android devices is installed from Google Play.

1. Navigate to the Pocket CRM distribution server (i.e. http://m.yourcompany.com/dl) and select ”1. Install Pocket CRM from Google Play”

2. Download and install Pocket CRM from Google play.3. Go back to the browser and select the ”2. Click to configure Pocket CRM” link. 4. Pocket CRM should be configured and ready for login.. Click ”Login”

Other devices

A common way to install Pocket CRM is to let the end-user navigate to the download web page using the built-in internet browser.

Step 1: Navigate to http://<servername>/<download context>Example: http://m.yourcompany.com/dl

Click “Download” to automatically detect correct client installation.

Click “Manual download” to override and select the client type you want to install.

Step 2: Follow the instructions and complete the installation.

Step 3: Locate Pocket CRM and start it. Typically installed in the “Programs” folder.

The first time it will use some time installing configuration.

Tip: Nokia phones support placing a start-up link on the phones home screen. Example Nokia E71: Menu > Tools > Settings > General > Personalisation > Home screen > Mode settings > Home screen applications > Application shortcuts.

Tip: To make it easier to install Pocket CRM it is recommended that the installation address, i.e. http://m.yourcompany.com/dl , is sent to the end-user using SMS.






After running the installer on the server a set of configured mobile phone clients are installed into the distribution server.

Default location:C:\Program Files\Apache Software Foundation\Tomcat 6.0\mBricks\dl\distributionServer\apps\1\ (1,2,3,4,5)Read Platform support below to see what the different clients are.

Inside a SuperOffice.jad-file:

After installation

After installation some of the mobile operating systems will ask whether or not you want to launch the application directly, we recommend to not doing this since we have experienced that the start-up is faster and more reliable when starting after terminating the browser.

Locating Pocket CRM

To locate the Pocket application you should look under Applications, Java Applications or similar folders, please consult your phone manual or phone vendor’s web site. On Windows devices there is usually an application named Java that must be opened to locate all the Java applications. If you are unable to find Pocket CRM, contact SuperOffice support.

Set application permissions

To ensure a good user experience the user should grant permissions to the application before the application is started. The most important is access to network; this will result in getting fewer dialogs during start-up and use. The way to set the permission is different from one mobile phone to the other. E.g. on Nokia phones you must open Control Panel -> Application Manager -> Installed Applications -> SuperOffice Pocket -> Options -> Settings -> Network Access and then set "Always allowed" or "Ask first time only".


Phone settings

The Pocket CRM is a connected application and network need to be setup and configured before the application can launch. To setup network on the device the APN (Access Point Name) for Internet must be defined. The operator normally already configures this when the phone is purchased, but if it is not please first check if your operator has an online OTA (Over the Air) configuration service. Most of the operator provides such a service. To configure the APN manually, please check your phone manual and your operator settings. Tip: On older Blackberries you must manually configure APN, this is done under Options -> Advanced Options -> TCP/IP.

Recommended enterprise scenario

A Network Load Balancing cluster (NLB) should be considered if there are more than 100 users of SuperOffice Pocket CRM. This is also related to the NetServer being a prerequisite; please see NetServer documentation for details about setting up NLB.

This scenario can be illustrated as follows:

Protocol and service used for the different arrows1) HTTP, default port 80 (AES Encrypted content)2) Web services (HTTP)3) IMAP4) File Share (may vary according to document archive provider)5) Database proprietary protocol (as implemented by the database drivers)


Installing on multiple hosts

In an enterprise scenario it is recommended to install Pocket CRM on a separate host to share the workload. Several hosts will be able to serve a greater number of clients if proper Network Load Balancing is used.

Note: A large enterprise already hosting a Java enterprise environment (JEE), typically on IBM WebSphere, JBOSS, or equivalent, it is advisable to deploy Pocket CRM into this environment instead of using the built-in Apache Tomcat application server. Describing or performing such a deployment to such an environment is beyond the scope of this installation guide and features of the installer it-self. This should be deployed in collaboration with a SuperOffice partner.

The simplest way of installing on multiple host is to separate Pocket CRM and NetServer on two separate physical hosts. For this scenario you can still use the exact same installation described for the small scenario.


Appendix A: Phone requirements

SuperOffice Pocket CRM is designed to support a wide variety of mobile phone brands and models.

Almost all mobile phones on the market today supports download and installation of applications created using Java technology (“Java ME” / “J2me”).

Required Java spec: Mobile Information Device Profile (MIDP) version 2.0 Connected Limited Device Configuration (CLDC) version 1.1

For the Android platform we have created a special package with native support for camera and touch keyboard.

For the Apple iPhone (iOS) we have provided a separate package that is installed from the App Store.

Minimum supported screen resolution is QVGA. This is a resolution of 240 by 320 pixels, supporting both landscape and portrait orientations. The layout and graphics scales to fit larger screens, like 320 by 480 or even larger screens. Smaller screens than QVGA are not supported.

SuperOffice Pocket CRM supports both touch screen and non touch screen phones. Support for various keyboard layouts, like the common mobile multitap or full QWERTY layout are implemented.

SuperOffice Pocket CRM is an online application that needs a network from the mobile phone to the Pocket CRM server. All data traffic is compressed and is designed to have a minimum overhead to save bandwidth. Minimum support is GPRS (approx 114kbp/s) – but 3G (approx 384kbp/s – 2Mbp/s) support is recommended. At home or in the office wireless LAN could be used to keep data traffic costs down.

SuperOffice provides a list of recommended phones.


Appendix B: Application security

SuperOffice Pocket CRM provides full security of all traffic going between the client installed on the end-users phone and the server. All data traffic is encrypted using strong AES Encryption.

Client side security

Pocket CRM client application is signed using various certificates from various vendors. A signed client application provides the end-user with a trust that the application is not altered in any way. It also provides a mechanism for giving trusted access to various features and APIs on the phone.

In case of a lost mobile phone the user must change the password to avoid possible data theft. Pocket CRM uses local caching to speed up data access – this data is stored locally in the phone, but not commonly accessible on the mobile phones file memory / file system.

Server side security

Pocket CRM need to be installed in a way so that the client on the mobile phone can access the server from the internet. A common way is to install Pocket CRM server in DMZ. Pocket CRM server need to access SuperOffice NetServer. It is recommended that SuperOffice NetServer is installed inside the local network, not in DMZ. However, if for practical reasons you need to install Pocket CRM and NetServer on the same sever it is highly recommended that you lock down IP access to NetServer (Web Services).

This can be done in Internet Information Services (IIS) Manger: Right-click NetServer installation under Web Sites and select Properties Select Directory Security tab and click Edit in the IP address and domain name restrictions Select Denied access and add select the server that is allowed, i.e. PocketCRM server


Appendix C: Windows Server 2008 prerequisites

The SuperOffice Pocket CRM installer uses IIS 6 administration tools when installing the IIS components.

Before installing on Windows Server 2008 you need to install some role services using the Server Manager. (This assumes that the server already has the Web Server (IIS) role installed.

Log on to the Windows Server 2008 as administrator Open Start > Administrative Tools > Server Manager Select Roles node and select Add Role Services under Role Services Under node Management Tools select IIS 6 Management Compatibility Click Next and Install


Appendix D: Server configurations

GSM formatted phone numbers

When initiating phone calls from Pocket CRM it is important that the numbers are formatted in a way that the phone can use. SuperOffice NetServer has the functionality to return all phone numbers from the SuperOffice database in a clean formatted way, without spaces, commas and including country prefix, like this: +4712345678To enable this feature in NetServer make sure that <Globalization> in Web.config contains this element:

<add key="AllwaysUseGsmPhoneStyle" value="True" />

Apache Tomcat port

SuperOffice Pocket CRM is bundled with an Apache Tomcat application server. The installer installs this server into default installation directory and using default listening server port – 8585. For some server environments certain ports are locked down by firewall hardware/software so the listening port needs to be changed.

To change Apache Tomcat listening port: Edit C:\Program Files\SuperOffice Pocket CRM\Tomcat 6.0\conf\server.xml using WordPad Change connector port from 8585 to the new port, ex 8686 Change connector executor from 8585 to the new port, ex 8686 Restart Pocket CRM service (Start > Administrative Tools > Services)

Using non-default port

For installations on a server running Microsoft Internet Information Server (IIS) a filter is by default installed that will forward traffic going to IIS (default on port 80) forward to Apahce Tomcat running (default running on 8585). This way IIS and Tomcat can both share the same port externally (default port 80) and avoid opening extra ports in the firewall(s). If IIS is set up using a different port then default port 80, or you want to connect directly to Tomcat you need to remember to add this port during installation. Server address is used when configuring clients, if you plan to use a different port than default port 80 you need to insert this during installation, like this:


Appendix E: Log files

Pocket CRM provides flexible logging on the server-side.

Pocket CRM server

These log-files are placed in the <Tomcat root>\logs folder, example: C:\Program Files\Apache Software Foundation\Tomcat 6.0\logs

Inside logs you will find separate log files, each named according to which Server address (URL) the server application got during installation, example: PocketCRM.log

(Unexpected errors during runtime can also end up in a separate log files, stdout_yyyymmdd.log or stderr_yyyymmdd.log.)

Distribution server

The distribution server has a separate log file for logging mobile brand/model downloading and installing the Pocket CRM application. This log file is located according to which Download address (URL) the distribution service got during installation, example:C:\Program Files\Apache Software Foundation\Tomcat 6.0\mBricks\dl\distributionServer\log\download_history.log


Appendix F: AJP Connector

NOTE: The ISAPI connector used in Pocket CRM 1.x, 2.x and 3.0 has been replaced with an improved .NET based AJP Connector. Please uninstall Pocket CRM 1.x, 2.x and 3.0 before installing 7.0

Part of the default installation of Pocket CRM is a connector that forward traffic from IIS to the embedded Apache Tomcat server running on port 8585.

The connector is a .NET based DLL that is installed on <Tomcat root>/bin/ajp/ During installation Virtual Directory (Application) are added for both Pocket CRM (/pocketcrm) and Distribution Server (/dl). Both these Virtual Directories points to the <Tomcat root>/bin/ajp/ and have asp net handler mappings defined.

Virtual Directories defined for each Pocket CRM installation:

Handler mapping installed on each of the Virtual Directory (Application):

The Handler is configured with Script access.

The scripts installing Virtual Directories and Handler mappings are stored in <Tomcat root>/ajp

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