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Oracle Service Cloud 18B .NET Client Infrastructure Requirements
Answer ID 10217   |   Last Review Date 11/26/2018

What are the requirements to run the Oracle Service Cloud 18B .NET client?

NOTE: 

This information is for the .NET client install.

Purpose

This guide is intended to assist in the initial deployment and proactive maintenance of your Oracle Service Cloud implementation. Adherence to the requirements and guidelines laid out in this document will help to ensure optimal performance and stability of your Oracle Service Cloud deployment.

Service Cloud architecture, deployment method, network requirements, workstation requirements, workstation configuration, and Terminal Server configuration requirements are covered herein. Please see our knowledge base at http://cx.rightnow.com for updates or in depth details in each of these areas.

Click the plus sign next to the appropriate heading below to expand that section for viewing.

 Oracle Service Cloud Architecture

The Oracle Service Cloud application is a rich Internet application utilizing a standard 3-Tier architecture consisting of the following:


Client Tier: The client tier consists of a .NET Client application that presents content received from the application tier. The client tier communicates with the application tier through the Internet via Hypertext Transfer Protocol (HTTP) or Hypertext Transfer Protocol with Secure Socket Layer (HTTPS).

Application Tier: The application tier provides the business logic for the Oracle Service Cloud product and communicates data from the database tier to the client tier. This tier resides on web server farms located in Oracle data center facilities.

Database Tier: At the base of the application is the database tier, consisting of the database management system that manages the database containing the data users create, delete, modify, and query.

 Deployment Method 

The Oracle Service Cloud application is deployed using Microsoft’s ClickOnce Technology and therefore is a Web-based Deployment. To deploy, an agent navigates to the appropriate deployment URL, for example: http://interface.custhelp.com/cgi-bin/interface.cfg/php/admin/launch.php

Selecting 'Install Oracle Service Cloud' on the launch page deploys the application under their Windows Profile for the agents use. Note, once the application is deployed, it is no longer necessary to navigate to the launch page. Instead, Oracle Service Cloud application can be started from the Windows Start menu.


Windows Profiles: Deployment of the Oracle Service Cloud application in non-roaming and non-mandatory profiles environments is fully supported.

Roaming Profiles: The Oracle Service Cloud application is deployed using the Microsoft ClickOnce technology. This technology is not supported by Microsoft with roaming profiles. For details see Click Here.

Mandatory Profiles: ClickOnce deployment is precluded when a mandatory Windows profile is detected since Microsoft's ClickOnce technology utilizes the user's Windows profile as the deployment file destination. For details see Click Here.

For more information regarding deployment of the Service Cloud application, please see Click Here.

 Network Requirements

As the Oracle Service Cloud application is web services based, the corporate network plays an essential role in the efficient and consistent connectivity to the application. The following items should be considered when implementing the Oracle Service Cloud application:


Bandwidth:

Data payloads of the application differ greatly depending upon the implementation. Data requests and responses are also directly related to agent activity types and usage. Since transaction times will be directly proportional to the bandwidth available to the CX application; regular bandwidth utilization monitoring should be done in production environments to facilitate the tuning of the amount of bandwidth provisioned and its optimal utilization.

For satisfactory performance, a high-speed Internet connection is required. Dial-up connections are not supported.

The information below provides general guidelines for the network bandwidth to the Internet for the Oracle Service Cloud application. Please also consider other application requirements and general user Internet use when determining overall bandwidth needs.

As a recommended minimum, 25kbps (kilobits per second) should be dedicated per concurrent logged in agent.

Application averages show that payload requests can range from 1-50KB each, with maximums reaching 100KB - 2MB. Single agent utilization may average 1-10kbps in five minute intervals, but may burst well beyond this in shorter intervals.

If your network utilizes a private WAN (typically over multiple call centers) specified bandwidth must be available throughout the entire network path; that is from the Internet to the Private WAN to the LAN and to the agent’s workstation.



Round Trip Time (RTT):

Your network connectivity to the Oracle data center (either Internet or private WAN) must consistently provide less than a 250 ms round trip time (RTT) and less than 1% packet-loss. Where possible, your IT/IS staff should work to minimize WAN / Internet latency to ensure proper application performance.



Network Appliances (including Proxy Devices, Firewalls, and Content Filters):

The customer network administration team must ensure that all communication between the Oracle Service Cloud application and the Oracle hosted servers is allowed, in an unrestricted manner, through all levels of the customer network. All network appliances must be configured to allow all traffic between the client workstations and the following domains to occur in an unrestricted manner:

*.custhelp.com

*.rightnowtech.com

*.rightnow.com

*.oraclecloud.com (UK government use only)

*cobrowse.oraclecloud.com (for Cobrowse functionality)

*.livelook.com and *.livelook.net (for Cobrowse functionality)

*.birst.com (for Enterprise Analytics functionality)

*.hivelive.com (for Oracle Social functionality)

*.rnengage.com

*.estara.com (For Engagement Engine)


Applicable network appliances include the following (but are not limited to):

  • Gateways
  • Routers
  • Hubs
  • Bridges
  • Switches
  • Proxy Servers
  • Firewalls
  • Load Balancers


Important notes: 

  • Firewalls must be configured to allow traffic on HTTP port 80 and HTTPS port 443 for the domains listed above.
  • Proxy servers must be configured with authentication and caching exclusion rules for each of the domains listed above.
  • Deployment will not occur successfully when Proxy authentication other than NTLM is in place.
  • If using Chat service, note that your proxy server must not recognize any of the Oracle Service Cloud Chat packets entering or exiting your network.


Customers using HTTP / IP proxy devices, either directly or indirectly, must ensure that these devices are configured to exclude Oracle Service Cloud application traffic from any caching operations. These devices include but are not limited to:

  • Traditional proxy server (PC server or dedicated appliances)
  • Content caching/acceleration devices
  • Local content filtering/inspection appliances
  • Hosted content filtering and inspection services, including anti-virus Internet security applications.



Quality of Service (QoS) Packet-Shaping Policies:

If your networks have QoS / packet-shaping policies implemented, the Oracle Service Cloud application should be considered a performance-sensitive application and accordingly given appropriate priority to ensure maximum performance.

If your organization has not instituted QoS/packet-shaping policies, you should consider the economic advantages of grooming network traffic to provide priority applications, such as your Oracle Service Cloud application, sufficient access to network resources. Whenever possible, customer LAN / WAN connectivity should be groomed to match generally-accepted VOIP standards of:

  • Less than 250ms round trip time (RTT),
  • Less than 5% latency jitter,
  • Near-zero packet-loss,
  • Appropriate / consistent Layer-2/3 QoS policing.



Wide Area Network / Internet Load Balancing:

Wide area network (WAN) and internet load balancing must be performed in a per-session manner for Oracle Service Cloud traffic. Per-packet load balancing often leads to out of order packet delivery which will result in degraded performance of your Oracle Service Cloud application and may destabilize the application.



Security:

Viruses, adware, and spyware can affect the performance of your workstation and Oracle Service Cloud products. We recommend that workstations have a firewall, anti-virus software, and spyware/adware-detection software. However, exclusions should be in place for the RightNow.CX.exe process in order to avoid potential conflicts and/or interference with the Oracle Service Cloud console.

Workstation Requirements

The information in the workstation requirements section outlines the minimum specifications required for using the current release of Oracle Service Cloud application and all of its components


Hardware Requirements

Table 1: Workstation Hardware Requirements
Workstation Type Memory CPU Hard Disk*
Agent Recommended: 2 GB 1.5 GHz or greater 2 GB free
Administrator Recommended: 2 GB 1.5 GHz or greater 2 GB free

* For Terminal Server users, the hard disk space must be available on the server for use by the client.


Important!

The memory requirements listed in the above table are suitable for workstations running only Oracle Service Cloud. These baseline memory requirements were calculated using an average, non-customized site and provide the minimum memory necessary for running an unloaded client for that particular Operating System. Adding complex elements to your workspaces, such as browser controls and large reports, will increase the memory footprint consumed for each object.

Performing actions and leaving objects open inside the client will consume additional memory, while closing objects will allow that memory to return to the operating system for reuse. Running additional applications on your workstation will also limit the amount of memory available. If your workstation will feature any such additional resource-consuming needs or requirements, be sure to increase your memory accordingly.

We strongly encourage performance testing to determine the workstation memory required for your deployment.


Video Requirements

Workstation video drivers must be kept up to date and be running current video driver catalogues 

If your workstations are not running the latest video drivers for the video hardware and Operating System, performance issue may be experienced.


Workstation display settings

The following display settings are required for staff member and administrator workstations:

  • Minimum screen area: 1024 by 768 pixels
  • Maximum screen area: 1920 by 1080 pixels for standard console
  • For screen areas above: 1920 by 1080 pixels the enhanced console must be used.
  • Font size: Small fonts or normal size (96 dpi)


Workstation Operating Systems

Staff member and administrator functions are supported on the following workstation operating systems. No other workstation operating systems are supported for this release.

Table 2: Supported Workstation Operating Systems
 Operating System

 Required Service Pack (SP)

 32-Bit Version Supported

64-Bit Version Supported 

 Windows 7
 (Professional, Enterprise and Ultimate editions)  

 SP1

 Yes

 Yes

 Windows 8.1
 (Professional and Enterprise editions)

 NA

 Yes

 Yes

 Windows 10
 (Version 1607 or 1703, 1709)

NA

 Yes

 Yes

 Windows Server 2008 R2

SP1

Yes

Yes

 Windows Server 2012 R2

 NA

na

Yes

 Windows Server 2016

 NA

na

Yes


Important!

  • All Workstation hardware drivers must be the latest available driver versions to ensure smooth functioning of OSvC. This includes, but is not limited to, Video, NIC, ChipSet, and BIOS. 
  • On Windows Servers 2008 R2, 2012 R2, and 2016 Enhanced Security Mode cannot be enabled in Internet Explorer.
  • Supported versions include Enterprise, volume licensing.

* Oracle Service Cloud is currently not supported on Microsoft's Windows tablets. This includes Surface, Surface Pro, Surface Go, and Go.



.NET Framework

Staff and administrator workstations require and must support .NET Framework Version 4.5.2, 4.6, 4.6.1, 4.6.2, 4.7, or 4.7.1  

Note that 4.6.2 to 4.7.1 are very strongly recommended as startup and performance issues have been seen when running versions prior to .NET 4.6.2 

NOTE: All agent desktops must be compatible with TLS 1.1 and TLS 1.2


Web browsers

In order for the Oracle Service Cloud application to deploy and update as designed, Internet Explorer must be installed on the workstation and set as the default browser with cookies enabled and the browser text size to Normal. Using versions of web browsers that are not listed will result in malfunction.

Table 3: Web Browser Version Requirements for PCs
User Internet Explorer Chrome Firefox Safari
Staff members & agents 11.0, Edge 16* NA NA NA


Important!
* Windows Edge is supported only on Windows 10
• Cobrowse agents must have Sun Java browser plug-in version 1.6.0_24 or newer
• Cobrowse customers must have Sun Java browser plug-in version 1.5.0 or newer



Oracle Tap

Support for this feature is deprecated in Service Cloud.


WebDAV clients

The native WebDAV clients and WebDrive are supported for the following operating systems and applications. WebDAV clients are used with Customer Portal.

• Windows 7 (SP 1)
• Windows 8.1
• Windows 10
• Windows Server 2012 with Desktop Experience feature enabled.
• Mac OS X
• Cyberduck 6.x
• Dreamweaver CS 5.5 (Customer Portal Framework v2 only)


Microsoft Office

The following versions of Microsoft Office are supported for use with Oracle Service Cloud.

• Microsoft Office 2007 (32 and 64 bit) Traditional Editions
• Microsoft Office 2010 (32 and 64 bit) Traditional Editions
• Microsoft Office 2013 (32 and 64 bit) Traditional Editions
• Microsoft Office 2016 (32 and 64 bit) Traditional Editions

NOTE: Versions of Microsoft Office 365 or MS (Microsoft Shared) are not supported.


Email Clients

By default, email messages sent by Oracle Service Cloud use the ISO-8859-1 character set; however, the character set is configurable for each interface. Email messages are sent using quoted-printable encoding, and encoding is not configurable. Email clients used to read email messages sent by Oracle Service Cloud must support the same character set and encoding or unexpected results may occur.

We test the following email clients.

• Apple Mail
• Gmail
• Hotmail
• Outlook 2007, 2010, 2013, 2016 (32 and 64 bit) Traditional Editions
• Yahoo

Note: Oracle Service Cloud does not support Lotus Notes for email.



Citrix XenApp

Use of Citrix XenApp is supported as a published ** application on the following operating systems, using the Citrix XenApp Plugin version 12.0.0.6410. Refer to the Workstation Operating Systems section for required service packs.

Citrix XenApp versions are supported that have not reached End of Life (EOL) as documented by the product vendor.  See http://www.citrix.com/support/product-lifecycle/product-matrix.html for more information.

Important!
** Oracle Service Cloud is not supported in Citrix Seamless mode nor as a virtualized application.

  • Please contact us at installer@mailca.custhelp.com for assistance with deploying the Oracle Service Cloud application via Citrix XenApp. Please use the subject line, "Citrix Deployment Assistance".
  • We strongly encourage load testing to determine the per user CPU and memory requirement when running Oracle Service Cloud.
  • Please refer to the application hardware requirements at the beginning of this guide to assist in determining per user hardware requirement.
  • Outlook integration is supported only if Microsoft Outlook and Oracle Service Cloud are installed on the same Citrix XenApp server.


About Citrix Ready

Citrix Ready is a product verification program that allows partners to validate their product, solution, or service as compatible with Citrix. All products featured in the Citrix Ready have completed verification testing, thereby providing confidence in joint solution compatibility. Learn more at: www.citrixready.com/ready.



VM Ware vSphere

Deployment of the Oracle Service Cloud application is fully supported on virtual workstations and servers created and delivered using VMware vSphere. 

VMware vSphere supported systems, follows the vendors lifecycle policy for the operating systems listed in Table 2, Supported Workstation Operating Systems.

 Workstation Configuration

The Oracle Service Cloud application is deployed and updates using Microsoft’s ClickOnce Technology and as such does not require Administrative rights to deploy or update on a workstation. Deployment and updating the Oracle Service Cloud application requires that Microsoft’s Internet Explorer is installed and set as the default browser on the workstation.

Please Note:

It is strongly recommended that the following domains be added to the list of trusted sites and the security level for trusted sites be set to low. Performance issues may be experienced if the domains are not added to trusted sites.

*.custhelp.com

*.rightnowtech.com

*.rightnow.com

*.oraclecloud.com (UK government use only)

*.livelook.com and *.livelook.net (for Cobrowse functionality)

*.birst.com (for Enterprise Analytics functionality)

*.hivelive.com (for Oracle Social functionality)

*.rnengage.com

*.estara.com (For Engagement Engine)


See below for general Internet Explorer browser settings.


Workstation Browser Settings:

1. Verify Browser Encoding Settings: Internet Explorer > View > Encoding

· Auto-select - Selected

2. Verify correct browser caching: Start > Control Panel > Internet Options > General Tab > Settings Button

· Check for newer versions of stored pages - Every visit to the page

3. Verify Browser Security Settings: Start > Control Panel > Internet Options > Security Tab > Internet (Globe Icon) Selected OR Trusted Sites Zone > Custom Level Button

· .Net Reliant Framework

Run components not signed with Authenticode - Prompt

(Required) Run components signed with Authenticode - Enable

· Downloads

File Download - Enable

· Miscellaneous

Access data sources across domains - Prompt or Enable

Allow scripting of Microsoft web browser control - Enable

Allow webpages to use restricted protocols for active content - Enable or Prompt

Allow script-initiated windows without size or position constraints - Enable

Display mixed content - Enable or Prompt

Launching of programs and files in an IFRAME - Enable or Prompt

Navigate windows and frames across different domains - Enable or Prompt

Userdata persistence - Enable

 Web sites in less privileged web content zone can navigate into this zone - Enable or Prompt

· Scripting

(Required) Active Scripting - Enable or Prompt

Allow programmatic clipboard access - Enable

Scripting of Java Applets - Enable

4. DISA/DoD Only: Verify Trusted Sites: Start > Control Panel > Internet Options > Security Tab > Trusted Sites Zone Selected > Sites button

     · http://*.oraclecloud.com and https://*.oraclecloud.com should be included in list of Trusted Sites

5. Verify Browser Connection Settings: Start > Control Panel > Internet Options > Connections tab > LAN Settings

· Automatically Detect Settings - Unchecked (Recommended)


6. Verify Advanced Browser Settings: Start > Control Panel > Internet Options > Advanced Tab

· Disable Script Debugging

· Browsing

Disable Script Debugging (IE) - Unchecked (when troubleshooting)

Display notification about every script error - Checked (when troubleshooting)

Enable third-party browser extensions - Checked

· HTTP 1.1 Settings

Use HTTP 1.1 through proxy connections - Checked

· International

Send UTF-8 URLs - Unchecked

     7. Verify cookies are enabled (Accessibility Interface Only)

· Starting with Oracle Service Cloud version May 2012, the Accessibility Interface requires that your web browser accept cookies for your site's URL. This change was made for security purposes and cannot be overridden.

· There are multiple methods for enabling cookies for a specific site. Determining which method best fits your security policy while still allowing cookies should be left to the discretion of your network security team.



Cookie Use & European Cookie Legislation:

Please see the link below for details on cookie use and information on the EU Cookie Legislation, if you have any questions around this please contact your sales representative.

Click Here


For Windows Server 2008 R2, 2012 R2 and 2016:

The following directories and their sub-folders must have full-access permissions.

/%USERPROFILE%/AppData/Local/

/%USERPROFILE%/AppData/Roaming


Note:  These directories must have full access for all Oracle Service Cloud deployment methods.