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

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

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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, see How-To Configure and Use Oracle Real Application Clusters (RAC) with Oracle WebLogic Server 10.3 [http://www.oracle.com/technetwork/middleware/weblogic/ index-086651.html], at the Oracle WebLogic Server documentation site. Also, the configuration of the database servers depends heavily on the expected size, load, and growth of the database, so we recommend you work closely with your Oracle consultant to establish this configuration.

Broadband Care Manager 7.1.1 Release Notes 5

Motive Data Mart system requirements

Windows hosts

Motive host Minimum hardware Minimum software requirements installation requirements Data Mart 32-bit Oracle 11g server 11.2.0.1 database server http://docs.oracle.com/cd/ E11882_01/install.112/e24281/ toc.htm 64-bit http://docs.oracle.com/cd/ E11882_01/install.112/e24283/ toc.htm Reporting Pentium III 1.4 GHz (or faster) Either Microsoft Windows 2000 Server Console processor Service Pack 4 and IIS 5.0 Service Pack 4 OR 128 MB RAM Microsoft Windows 2003 Server and IIS 6.0 5 GB free disk space on the file Crystal Reports Designer XI (provided) system partition where the server is Crystal Reports Server XI (provided) to be installed Note: Crystal Enterprise Server 10 is no longer supported. DataDirect ODBC Drivers 5.0 Oracle SQL*Net for Windows (not SQL*Plus) Note: The Oracle client software must be compatible with the Oracle server software installed on the Data Mart database server host. Data Mart runtime Windows is no longer supported for Windows is no longer supported for the Data (ETL) host the Data Mart runtime (ETL) host. Mart runtime (ETL) host.

Solaris hosts

Motive host Minimum hardware requirements Minimum software installation requirements Data Mart database SPARC 64-bit Oracle 11g server 11.2.0.1 server http://docs.oracle.com/cd/E11882_01/ install.112/e24348/toc.htm Solaris on x86-64 (64-bit) http://docs.oracle.com/cd/E11882_01/ install.112/e24350/toc.htm

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Motive host Minimum hardware requirements Minimum software installation requirements Reporting Console The Reporting Console does not run on The Reporting Console does not Solaris. For Reporting Console requirements, run on Solaris. For Reporting see the Windows hosts requirements table. Console requirements, see the Windows hosts requirements table. Data Mart runtime SPARC 64-bit Sun Solaris 10 or later (SPARC (ETL) host http://docs.oracle.com/cd/E11882_01/ processors only) install.112/e24348/toc.htm Cognos Data Manager 8.4 Solaris on x86-64 (64-bit) Oracle 11g client 11.2.0.1 (must be http://docs.oracle.com/cd/E11882_01/ 32-bit) install.112/e24350/toc.htm

CSR and supervisor desktop requirements

As part of assisted service, CSRs use the BCM CSR Console to facilitate problem resolution on behalf of subscribers. See the Customer Service Console (CSC) 3.2 Release Notes for these requirements.

Motive Workbench desktop requirements

Content authors use Motive Workbench to create and publish subscriber attribute directories and managed settings, to generate and publish client bundles, and to generate client installers.

Minimum hardware Minimum software A Windows host with: ■ Operating system: Microsoft Windows XP Professional with Service Pack 2 or 3 ■ Pentium 600 MHz or faster processor ■ Eclipse 3.1.x or 3.2.x with Sun Java JRE 1.5 if installing ■ 128 MB RAM (256 MB RAM Motive Workbench into an existing Eclipse or recommended) Eclipse-based product ■ 200 MB free disk space

Server Configuration Console desktop requirements

Application administrators use the Server Configuration Console to configure server properties on a particular Managed Server instance or globally on all instances in the MotiveCluster.

Broadband Care Manager 7.1.1 Release Notes 7

Minimum hardware Operating system Browser See documentation for the Microsoft Windows XP with Internet Explorer 6.0 with Service applicable operating system and Service Pack 2 Pack 2 web browser Internet Explorer 7.0 (32-bit) See documentation for the Microsoft Windows XP with Internet Explorer 6.0 with Service applicable operating system and Service Pack 3 Pack 2 web browser Internet Explorer 7.0 (32-bit)

Service Alerts Console desktop requirements

Content authors use the Service Alerts Console to create service alerts, service alert templates, and alert groups.

Chat integration requirements

The Moxie chat integration provides the functionality for CSRs and subscribers to interact in electronic conversations over the Web. The following table identifies server requirements that are specific to Motive deployments.

NOTE: Moxie 8.3 Service Pack 2 Hotfix 10 is required.

NOTE: The Moxie company was formerly Talisma and then nGenera before becoming Moxie.

Host Motive software requirements nGen CIM Channels Load See the "Requirements" section in chapter 2 of the nGen Channels Balancer 8.3 Load Balancer Guide

nGen CIM Channels Server Oracle Enterprise Edition 10g Client version 10.2.0.1.01. For all other software requirements, see the "Requirements" section in chapter 2 of the nGen Channels 8.3 Installation Guide

8 Broadband Care Manager 7.1.1 Release Notes

Host Motive software requirements nGen CIM Channels Database Oracle Enterprise Edition 10g Server version 10.2.0.1.0 For all other software requirements, see the "Requirements" section in chapter 2 of the nGen Channels 8.3 Installation Guide.

1SQL Server is not supported for Motive deployments.

Remote control integration requirements

The remote control integration provides the functionality for CSRs to access and work on a subscriber desktop to resolve a service issue. To establish a remote control session, the subscriber must explicitly permit access.

The following table identifies server requirements that are specific to Motive deployments. For requirements to conduct remote control from CSR or supervisor desktops and on subscriber desktops, see "Subscriber desktop requirements" and "CSR and supervisor desktop requirements".

Component Platforms Notes VNC Helpdesk Windows 2000 One binary supports both 32- and 64-bit Viewer for Windows Windows XP CPUs (where supported by the Windows Server 2003 underlying OS) Windows Vista Windows Server 2008 Windows 7 Windows Server 2008 R2 VNC Helpdesk Windows 2000 Compressed and uncompressed versions Connector for Windows XP are available. Each binary supports both Windows Windows Server 2003 32- and 64-bit CPUs (where supported by Windows Vista the underlying OS). See the document Windows Server 2008 VNC Helpdesk Quick Start Guide for more Windows 7 information. Windows Server 2008 R2 VNC Helpdesk OS X 10.4 (Tiger) Compressed and uncompressed versions Connector for Mac OS X 10.5 (Leopard) are available for Universal, Intel, and PPC. OS X OS X 10.6 (Snow Leopard) See the document VNC Helpdesk Quick OS X 10.7 Start Guide for more information. VNC Helpdesk RedHat Enterprise Linux 5 update Also required: Oracle/Sun Java 1.6.0_18 Services 5 or equivalent CentOS version or later PostgreSQL 8.4.4

Broadband Care Manager 7.1.1 Release Notes 9

Known Issues

There are currently no known issues.

Support and contact information

If you encounter issues with this product, visit the Online Customer Support (OLCS) [https:// support.alcatel-lucent.com] website. After registering and logging on, you can access troubleshooting resources.

In addition, you can contact Alcatel-Lucent Support as follows:

Toll-free phone (within U.S.) 1-866-582-3688, option 1 Outside U.S. +1 613 784 6100 (United States)

Alcatel-Lucent is interested in feedback about your experience with this product and its documentation. If you have comments or suggestions, send email to .

Legal Notice

Alcatel, Lucent, Alcatel-Lucent, the Alcatel-Lucent logo, Motive, and the Motive logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.

10 Broadband Care Manager 7.1.1 Release Notes