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Broadband Care Manager 7.1.1 Release Notes Broadband Care Manager 7.1.1 Release Notes

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Broadband Care Manager 7.1.1 Release Notes Broadband Care Manager 7.1.1 Release Notes Broadband Care Manager 7.1.1 Release Notes Broadband Care Manager 7.1.1 Release Notes 7.1.1 Copyright © 2012 February 2012 Introduction ................................................................................................................... 1 New features .................................................................................................................. 2 Required WebLogic patches ......................................................................................... 2 Required Solaris kernel patch for T3 machines using BCM ......................................... 3 Documents in this release ............................................................................................ 3 System requirements ..................................................................................................... 4 Subscriber desktop requirements .............................................................................. 4 Motive Support Platform server requirements ........................................................... 5 Motive Data Mart system requirements ..................................................................... 6 CSR and supervisor desktop requirements ............................................................... 7 Motive Workbench desktop requirements ................................................................ 7 Server Configuration Console desktop requirements ............................................... 7 Service Alerts Console desktop requirements .......................................................... 8 Chat integration requirements ................................................................................... 8 Remote control integration requirements ................................................................. 9 Known Issues .............................................................................................................. 10 Support and contact information ................................................................................ 10 Legal Notice ................................................................................................................. 10 Introduction Broadband Care Manager provides both self service and assisted service for broadband subscribers: ■ For self service, the Broadband Care Manager automates problem diagnosis, resolution, and service management capabilities across each of the primary support channels---electronic, phone, and email. With Motive software, subscribers can easily self-manage their IP-based services without Broadband Care Manager 7.1.1 Release Notes 1 engaging a CSR (customer support representative) or requiring a technician visit. With the self service features of the Broadband Care Manager, providers can: ❐ Deflect support calls from call centers. ❐ Tackle the increasing complexity of multi-service subscriber environments. ❐ Turn customer support into a competitive advantage. ■ For assisted service, the Broadband Care Manager helps CSRs pinpoint the cause of and resolution for service issues on behalf of high-speed data subscribers. The product gathers service data referred to as telemetry from multiple sources to present CSRs with a complete representation of a service as it exists in a subscriber’s environment. Also, the product presents CSRs the results of a comparison between the subscriber information and managed settings that “model” the optimal working state. The overall process empowers CSRs to automatically perform root cause analysis and to drive rapid and accurate resolution. With the assisted service features of the Broadband Care Manager, providers can: ❐ Improve the efficiency of every technical support transaction, regardless of communication channel. ❐ Increase customer satisfaction, lower churn rates, and retain more revenue per subscriber by automating data gathering and analysis processes. ❐ Scale the existing CSR base to new productivity levels with better management tools and more informed choices. New features Broadband Care Manager 7.1.1 provides the following new features: ■ Support for Oracle 11g for the Data Mart (requires update to Cognos Data Manager 8.4) Note: Do not update your Motive Data Mart to this release if you plan to use Oracle 10g instead of Oracle 11g. ■ Diagnostic Decode now done from a workflow ■ Browser management added for Chrome and Firefox via Mcci 6.10 and PC Health Check in BCM 7.1.1 Required WebLogic patches The following Oracle WebLogic server patches must be installed: 2 Broadband Care Manager 7.1.1 Release Notes 9839762 - N57B This patch fixes a memory leak that causes CLOSE_WAIT connections to not be cleaned up when using DevPollSocketMuxer on Solaris. Under a high load of connections, it was observed that the connections were getting stuck in this state indefinitely. 13573346 - EKHH This patch addresses a problem where the WebLogic server was closing a KeepAlive connection when the request is forwarded due to HTTP status 302 (a redirect). This caused the session to be closed unexpectedly. Required Solaris kernel patch for T3 machines using BCM BCM deployments using the Sparc T3 machines may experience stuck thread problems that do not resolve and require a full server restart to release the OS resources. Oracle support has determined this is a problem specific to Oracle Sparc T3 servers and fixed it in a recent kernel patch, 144500-19. The problem appears to be triggered by high load. The pkcs libraries had many known threading problems that were addressed in the patch (Oracle bugs 7026310, 6834849, 6878996, and several other related ones). The kernel readme is here: https://updates.oracle.com/Orion/Services/download?type=readme&aru=14174795 This patch must be installed on all BCM deployments using the hardware in question, the Sparc T3 machines. It is NOT necessary on other hardware. It would be relevant to any version of BCM/Care (7.1, 7.0, or even previous). Documents in this release This release provides the following documents: ■ BCM Server Deployment Guide (internal only) ■ BCM CSR Console Deployment Guide ■ Data Mart and Reporting Guide Broadband Care Manager 7.1.1 Release Notes 3 System requirements Subscriber desktop requirements Depending on the deployment, subscribers use various deployment-specific versions of Motive's Service Management Client to resolve service issues. In the following table, review the operating system and browser combinations under which Motive client software can run. For subscriber desktop hardware requirements, see the documentation for the applicable operating system and browser. Operating system OS Browser Email clients supported service pack Microsoft Windows XP Home 2 or 3 Internet Explorer 7.0 Outlook 2007 (32-bit) (including N version) (32-bit) Windows Live Mail Desktop Internet Explorer 8.0 (32-bit) Microsoft Windows XP 2 or 3 Internet Explorer 7.0 Outlook Express 6.0 Professional, Tablet, Media (32-bit) Outlook 2000 Center 2004, Media Center Internet Explorer 8.0 Outlook XP (2002) 2005, or Media Center 2005 (32-bit) Outlook 2003 Rollup 2 (including N Outlook 2007 (32-bit) versions) Microsoft Windows Vista none or 1 Internet Explorer 7.0 Outlook 2000 Home, Home Premium, (32-bit) Outlook 2003 Business, Enterprise, and Internet Explorer 8.0 Outlook 2007 (32-bit) Ultimate (32- and 64-bit (32-bit) Outlook 2010 versions) Internet Explorer 8.0 Windows Live Mail Desktop (64-bit) Windows Mail (32- and 64-bit) Internet Explorer 9.0 Microsoft Windows 7 Starter, none or 1 Internet Explorer 7.0 Outlook 2000 Home Premium, Ultimate, (32-bit) Outlook 2003 Professional (32- and 64-bit Internet Explorer 8.0 Outlook 2007 (32-bit) versions) (32-bit) Outlook 2010 (32-bit) Internet Explorer 8.0 Windows Live Mail Desktop (64-bit) Internet Explorer 9.0 4 Broadband Care Manager 7.1.1 Release Notes Motive Support Platform server requirements The Motive Support Platform runs in an Oracle WebLogic Server domain that includes an Administration Server and a cluster of Managed Servers, and which requires one or more Apache web servers (between the WAN and the cluster) to provide security filtering. Additionally, you may configure the Apache web server(s) to terminate SSL and provide static content. Host Minimum hardware Minimum software Administration Sun SPARC Enterprise T5120 host with Sun Solaris 9 or 10 Server the following: Oracle Enterprise Edition 11g Client version 11.2.0.1 (preferred) or 10g ■ 1 x 4 core UltraSparc T2 CPU @ 1.2 10.2.0.12 GHz ■ 16 GB RAM ■ At least 50 GB disk space Managed Servers Same as Administration Server Sun Solaris 9 or 10 Motive OLTP Middle-end to high-end systems with Sun Solaris 9 or 10 Database server two to four system processors3 Oracle Enterprise Edition 11g Server version 11.2.0.1 (preferred) or 10g version 10.2.0.1 or greater 1 The currently available low end Oracle/Sparc machine is the T5120 which if properly configured is sufficient to host a WebLogic Administration Server, one (or perhaps more) WebLogic Managed Server(s), and an Apache Web Server to proxy only for the Managed Servers on the host. 2 The installer configures the Oracle JDBC Thin drivers. It is possible to configure the Oracle JDBC OCI driver for the database client on the Administration Server; however, Motive products do not provide this configuration or related documentation. 3 To improve scalability and availability of back-end systems, many deployment teams opt to configure Oracle Real Application Cluster (RAC) for their Motive environment. BEA WebLogic 10.3.3 fully supports Oracle RAC. For further information,
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