RightNow® Software System Requirements

System Specifications for RightNow CRM 7.5

This document contains recommendations and requirements for RightNow CRM 7.5 staff member and end-user workstations. Additionally, this document contains Web server, database server, and mail server recommendations and requirements for non-hosted customers.

RightNow CRM 7.5 Workstation Specifications

To maximize the performance of RightNow CRM 7.5 for staff members and end-users, we recommend the following workstation hardware configurations, operating systems, and web browsers. Also listed are additional requirements for RightNow Live, RightNow Sales, and RightNow Computer Telephony Integration (CTI).

Hardware configuration

The minimum hardware recommendations for the staff member workstation listed in Table 1w are for RightNow applications. These recommendations do not include the additional disk space required for operating system swap space (refer to the operating system documentation) or other applications running on the workstation.

If you are using Disconnected Access, a minimum 200 MB of free hard disk space is required. Required free hard disk space will vary depending on database size and file attachments.

Workstation operating systems

RightNow staff member and end-user functions are supported on workstations running either Windows 2000 Professional (service pack(SP) 4) or XP Professional (SP 2) operating systems. All other workstation operating systems are not supported for this release.

.NET Framework

RightNow staff and administrator functions require .NET Framework Version 1.1. If a staff or administrator workstation does not have .NET Framework installed, the component manager will prompt you to download and install it.

Web browsers

RightNow is best viewed with the web browser versions listed in Table 2w and Table 3w. Using versions of web browsers that are not listed in this table may result in improper functioning of certain features of RightNow. Table 2w contains the recommneded web browser versions for PCs. Table 3w contains recommended web broswer version for Macintosh computers.

To view RightNow windows, consoles, and panels, you must configure the display properties of your workstation to display a minimum screen area of 1024 by 768 pixels with the "small fonts" or "normal size" (96 dpi) font size setting; however, for easier viewing, we recommend using the largest screen area possible. To ensure proper functionality, the text size setting in your web browser must be set to "medium" or smaller

RightNow also requires that the following workstation web browser security options be set to "enable" or "prompt":

• Download signed ActiveX controls
• Run ActiveX controls and plug-ins
• Run components signed with Authenticode

These settings are enabled by default under the "medium" security settings.

Networks

Firewalls,proxy servers, and content filters can affect the performance RightNow CRM. If your site is hosted by RightNow Technologies, RightNow requires the following configuration.

• Firewalls must allow all traffic from your custhelp.com subdomains (*.custhelp.com).
• Proxy servers and caching firewalls must have an exclusion rule to prevent the caching of RightNow components and files.
• Content filters must allow traffic from your custhelp.com subdomains (*.custhelp.com).

Security

Viruses, adware, and spyware can affect the performance of your workstation and RightNow products. We recommend that workstations have a firewall, anti-virus software, and spywareand adware-detection software. For specific product and version recommendations, refer to Answer 2020 on our support site at: http://rightnow.custhelp.com.

Additional requirements

If you are using RightNow Live or RightNow Sales, refer to Table 4w for software and hardware requirements. These requirements are in addition to the workstation recommendations listed in Table 1w and Table 2w.

RightNow CRM 7.5 Server Specifications

RightNow CRM can be installed on UNIX operating systems, supporting MySQL and Oracle database managements systems (DBMS), and Windows operating systems, supporting Oracle or MS-SQL. The listed hardware specifications are meant to be a guide to help you define the hardware necessary for satisfactory performance. The listed software specifications for operating systems and DBMSs are requirements for the proper operation of RightNow. Any operating system, DBMS, web server, or web browser not specifically listed in this document is not supported by RightNow Technologies.

Hardware recommendations

The minimum recommended hardware for RightNow is listed in Table 1s.

Software requirements

The required software for RightNow is listed by DBMS.

MySQL
The MySQL DBMS is supported on UNIX for RightNow. The software requirements are listed in Table 2s

Oracle
The Oracle DBMS is supported on UNIX and Windows for RightNow. The software requirements are listed in Table 3s.

MS-SQL
MS-SQL database management system is supported on Windows 2000/2003 for RightNow. The software requirements are listed in Table 4s.

If you are using Windows 2003 Server, you must request a hotfix from Microsoft. This hotfix is described in Microsoft knowledge base article number 839229.

PopChart server
RightNow uses the PopChart server to generate charts and graphs in analytics. The PopChart server requires that a Java Runtime Environment (JRE) version 1.4 or higher be installed on your web server. If you are running RightNow on a UNIX server, you must also have X Libraries installed.

Mail servers
To maximize the performance of RightNow, configure your outgoing mail server and web server on different physical servers. RightNow supports RFC-compliant SMTP servers for outgoing mail. We recommend that the mailer daemon (rnmd) be run on a server separate from your mail server. The minimum recommended hardware is described in Table 5s.

PBX interface server
If you are implementing RightNow's CTI component, you will need Intel's NetMerge Call Processing Software, version 6.0.

• RightNow 8
• RightNow CRM 7.5
• RightNow CRM 7.0
• RightNow Service 6.0 and RightNow Outbound 6.0 (UNIX)
• RightNow eService Center 5.5.5
• RightNow eService Center 5.5 and Higher, Metrics 4.3 and Locator 3.0
• RightNow eService Center 5.1