Customer Engagement EngageOne® Compose ® EngageOne Server Installation Guide Version 4.4 Service Pack 9 Table of Contents 2 - Introduction 7 - External component install and configuration Target Audience 5 Definitions and terms 5 Load balancer 48 System components 7 LDAP Server 49 Shared File System (Active Drive) 51 Databases 52 3 - Preparing for installation ® Software and hardware requirements 13 8 - EngageOne standalone Extracting the release distribution 13 Pre-install server configuration 14 install Installing scripting prerequisites 16 Establishing system configuration 18 Pre-installation steps 58 Understanding install scripts 18 Installing and configuring bundles 58 Log files 22 Installing and configuring the Security bundle 59 Installing and configuring the Core bundle 61 Installing and configuring the Composition 4 - Designer component install bundle 62 Installing and configuring the Conversion and configuration bundle 63 Installing and configuring the Batch bundle 64 Designer Server 24 Installing and configuring the Notification Comparison services (optional) 24 bundle 65 ® 5 - Comparison plug-in support 9 - EngageOne clustered install Implementing a custom comparison plug-in 26 Cluster specific configuration properties 68 Implementing sample comparison tools 28 Pre-installation steps 68 Installing the primary nodes 69 ® 6 - Installing the EngageOne Installing the replica nodes 70 Notification bundle in a clustered environment 71 Compose Interactive Editor Editing interactive communications 33 Installing and configuring the Interactive Editor 34 Pointing EngageOne® Digital Delivery to EngageOne Server 104 10 - Configuration changes EngageOne® Vault install 105 ® Configuring EngageOne Video 107 Reconfiguration steps 73 Reconfiguration use cases 73 ® Asset promotion - Import tab 76 15 - EngageOne Server Configuration backups 82 uninstall ® 11 - EngageOne Scaling Uninstalling EngageOne Server 4.4 109 Scaling the installation 84 ® 16 - Upgrading EngageOne Migrating a single node install to a clustered install 84 Server Redistributing bundles 85 Adding servers to a clustered install 86 Upgrading from previous 4.4 service packs 111 Upgrading from previous EngageOne versions 114 12 - Enabling SSO to ® 17 - Troubleshooting EngageOne applications Installation Enable SSO for EngageOne 88 Script configuring the Security bundle never completes 140 13 - Securing network traffic Troubleshooting Windows SSO 140 with TLS Troubleshooting SSL connection issues 141 Public / private key archive format 91 18 - Appendix Certificate configuration 91 HTTP protocol 93 System Services 143 JDBC TLS 99 Creating PKCS#12 Archives with Java keytool 144 SMTP TLS 100 Server status and health check endpoint 145 Vault TLS 101 Migration script 146 Other protocols 101 Advanced install script topics 148 Special software requirements for Linux 148 Running the installation as a non-root privileged 14 - Configuring external Linux user 150 delivery components Enabling LDAP over SSL/TLS 159 Interactive Editor - OS and Network Infrastructure ® EngageOne Deliver installation 103 recommendations 165 Pointing EngageOne® Server to EngageOne Deliver 103 EngageOne® Compose EngageOne® Server Installation Guide 3 2 - Introduction This manual describes how to install EngageOne Server. It is intended for system administrators and professional services personnel who are responsible for installing EngageOne Server. In this section Target Audience 5 Definitions and terms 5 System components 7 Introduction Target Audience This document assumes the personnel reading this document and executing the installation process have an understanding of the following: • General knowledge of command line interfaces in the chosen operating system architecture (Windows or Linux). • Execution of SQL database scripts on the chosen RDBMS (SQL Server or Oracle). Alternatively, these steps may be delegated to the appropriate Database Administrator. • Configuration of the network load balancer for clustered installs. Alternatively, these steps may be delegated to the appropriate Network Administrator. Definitions and terms Terms The following terms are used throughout this document: Table 1: Active Drive The Active Drive or Shared File System is an external component used by EngageOne Server to store persistent and temporary files outside of the SQL database. bundle EngageOne Server is deployed as groups of applications called bundles. There are six bundles - Security, Core, Composition, Conversion, Notification, and Batch. deploy.properties deploy.properties is the configuration file specified at installation time to configure all bundles. It must be populated before installation time with configurations such as database connection information, LDAP connection information and location of the active-drive. Groovy Groovy is a scripting language that runs within the Java Runtime. EngageOne Server's installation scripts are written in Groovy. load balancer A load balancer (or proxy) is a piece of software or hardware device that distributes network or application traffic across a number of servers. release distribution The EngageOne Server release distribution is a zip file containing all of the assets necessary to install and use the application. It is generally named with the convention EngageOne_Server-<w.x.y.z>.zip where <w.x.y.z> is the version of the software. EngageOne® Compose EngageOne® Server Installation Guide 5 Introduction Placeholders EngageOne Server installation is driven from the command line. This document uses several placeholders to provide clarity when describing the location of various components. Below is a brief overview of those placeholders: Table 2: <active-drive> Indicates the file path of the <active-drive>. In a clustered environment this must be a shared location. For example: \\shared-file-system\active-drive <release-distribution> Indicates the file path of the extracted release distribution .zip. For example: C:\Temp\EngageOne_Server-4.4.0.0 <java.home> Indicates the file path of the Java install on the application server. For example: C:\Program Files\Java\jre8 ${property.value} Indicates a value located in the deploy.properties file. For example: ${db.host} represents the host name or IP address of the database server as specified in deploy.properties. EngageOne® Compose EngageOne® Server Installation Guide 6 Introduction System components This section describes the components (external and internal) required to install and run EngageOne Server. This section also lists the delivery mechanisms that EngageOne Server supports. EngageOne® Compose EngageOne® Server Installation Guide 7 Introduction Designer components The Designer Components are installed separately. For installation and setup details please see the Designer documentation. Designer Client The Designer Client is a Windows thick client application to author and publish document templates. Use Designer to export templates. Use the EngageOne Admin application to import templates. Designer Server The Designer Server is a small set of Web services used by the Designer Client and also by EngageOne Server in the Design Review and Approval feature. Designer Repository The Designer Repository is a Microsoft SQLServer instance and shared file system which allows clients to collaborate on design assets, and store these in a centralized location. External components The following external components are not included within the EngageOne Server release distribution and must be installed and available before beginning the installation process. Load balancer A load balancer is a simple Web server or Web appliance that serves as the front-end to the EngageOne application server cluster. LDAP server EngageOne requires an LDAP v3 directory server to connect to for authentication. Active Directory is primarily supported, though support extends to LDAP v3 directory servers in general. Database server The Relational Database Management System or "database server", backs the EngageOne Server content repository and transactional data for creating and delivering documents through either EngageOne Server Interactive or EngageOne Server SOAP. EngageOne Server supports Microsoft SQLServer and Oracle (see below for version details). The database infrastructure should be supported with the database vendor's disaster recovery and high availability recommendations to meet your specific needs. This may include RAID, hot backups, mirrored systems, and so on. Attention: The database must be installed on a server that is configured to run in the UTC time zone. EngageOne® Compose EngageOne® Server Installation Guide 8 Introduction Shared file system SAN or other shared file storage is required to hold the portion of the data referenced in the content repository. This storage must be accessible with read/write/execute privileges from the application server and the destination of the EngageOne Server Active Drive. Internal components EngageOne Server is divided into a series of "bundles". These bundles are groupings of application services and programs which can be scaled and clustered independently. All bundles are required for a full working system, but are installed separately. Core Bundle The Core Bundle component provides the primary interfaces to the EngageOne Server features. They include: • EngageOne Server Interactive- The EngageOne Interactive application allows front-office users to create customized documents. For example, a CSR in a call center chooses a template for the document they wish to produce and then fills