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Siebel Wireless Installation

This Installation and Configuration Technical Note is designed to supplement the Siebel 2000 Wireless Guide, which is available on the Siebel 2000 Bookshelf 

1.1        Summary 

  • Describing a basic Siebel installation process that enables Siebel Wireless
  • Highlighting additional options available for installing Siebel Wireless
  • Troubleshooting common problems encountered in setting up Siebel Wireless

For more information on Siebel Wireless functionality and architecture, see the Siebel Wireless Technical Brief and the Siebel 2000 Wireless Guide available from Siebel Technical Support.

1.2        Overview

The installation process overviewed in this document provides instructions to install all Siebel applications required to run and configure Siebel Wireless, including:

  • Siebel eBusiness Application Server
  • Siebel eBusiness Application Gateway Server
  • Siebel eBusiness Applications Client for Web Server Applications (Siebel Web Engine)
  • Siebel eBusiness Applications Client for Thick Client applications
  • Siebel Tools Client (optional, to support the configuration of Siebel Wireless)

This document also overviews the installation of certain required base software, such as:

  • Windows NT4 Server, Service Pack 5+, and Option Pack 4.0
  • MDAC 2.1
  • Oracle database client

In addition, this document describes configuration required to support Siebel Wireless, including:

      ·         Creating a login account for Siebel software to “Log on as a service.”

  • Adding MIME types to IIS.
  • Configuring database connectivity.
  • Enabling component groups and assigning Wireless responsibilities

This basic installation process assumes the use of an NT Server with NT already installed, an Oracle database and client with the database server already installed, and a WAP Gateway hosted by a wireless network carrier or ASP.  See the Appendix for Siebel versions and builds, Database versions, and middle tier platforms required to support Siebel Wireless.

Checkpoints” have been added to the installation process described below to help installers ensure that the installation is proceeding properly.  “Notes” have been added at other points in the installation process, as well.

1.3        Sequence of Major Installation Steps

Following is a list of the major steps required to install a basic Siebel environment that supports Siebel Wireless.

First, fulfill all prerequisites described in Section 3 of this document, including:

–      Acquiring all software needed for installation and copying it to a file server if needed

–      Exposing an IP address to be used by Siebel Wireless

–      Granting “Log on as a Service” permission to a local Administrator account

Next, execute the following steps IN SEQUENCE.  The number of each step below refers to more detailed instructions included in Section 4 of this document:

  1. 4.1    Install Windows NT Service Pack 5 or 6a
  2. 4.2    Install Windows NT 4.0 Option Pack (including IIS)
  3. 4.3    Install MDAC 2.1 (Microsoft Data Access Components)
  4. 4.4    Reinstall Windows NT Service Pack 5 or 6a.
  5. 4.5    Add IIS MIME types to support Siebel Wireless
  6. 4.6    Install Oracle database client and configure connectivity
  7. 4.7    Install the Siebel Gateway Server
  8. 4.8    Install the Siebel Server
  9. 4.9    Install the Siebel Thick Client

4.10  Install the Siebel Web Engine

4.11  Enable required Component Groups

4.12  Synchronize

4.13  (Optional) Add Sales Personnel to Wireless Responsibilities

4.14  (Optional) Add Service Personnel to Wireless Responsibilities

4.15  (Optional) Install Siebel Tools

2         Installation Names and Definitions Checklist

Throughout the installation process several server names, logins and passwords, and other parameters will be used and defined.  The list below names the required information, and these same names are referenced throughout the document for consistency and clarity.

WRITE DOWN this information as it is defined during setup, as it will be needed for reference often:

2.1        Windows NT Names and Parameters

  1. Siebel Gateway Server Host name:
  2. Siebel Server Host name: 
  3. Siebel Web Engine Host name:

NOTE:  These are the Local Machine Names of the computers where each of the above Siebel components is installed.  These components may be installed on the same computer or on different computers.

  1. Local Account Name for “Login as a Service” for the Siebel Gateway:
  2. Host String (also known as SQL*Net Alias or connect string):
  3. Service Name:
  4. Tablespace Name:
  5. Oracle Administrator Username and Password:

2.2        Oracle Database Names and Parameters:

NOTE:  Oracle Administrator Username and Password are used for version checking, auto starting of server components, and operation of the synchronization manager.  Additionally, they are used for an anonymous login by the Siebel Web Engine.

2.3        Siebel Names and Parameters:

  1. Enterprise Server name:
    1. Siebel File System Directory Location:

3         Prerequisites

Please ensure that the following prerequisites are met before beginning the detailed installation process described in Section 4 of this document:

3.1        Acquire Software Needed for Installation

  • NT 4.0 ServerNT Service Pack 5 or 6a
  • NT Option Pack 4.0 (For IIS)
  • Microsoft Data Access Components (MDAC) 2.1 (See Section 4 for information on how to acquire MDAC online)
  • Oracle Database Client (See the Appendix for information on database versions supported by particular Siebel builds)
  • Siebel Gateway Server
  • Siebel Server
  • Siebel Web Engine
  • Siebel Client
  • Siebel Tools (optional, to support the configuration of Siebel Wireless)

3.2        Copy Siebel Software to File Server, If Required

The Siebel Software can be installed from a file server or from CDROM.  If installing from a file server, create a directory to contain the Siebel software components.  Next, copy the following directories (including all sub-directories and files) into that directory:

  • \ Windows Server\eappweb                (Siebel Web Engine or SWE)
  • \ Windows Server\gtwysrvr   (Siebel Gateway Server)
  • \ Windows Server\siebsrvr      (Siebel Server)
  • \ Windows Client\sea                          (Siebel Thick Client)
  • \ Windows Client\seatools      (Siebel Tools)

NOTE:  If Microsoft Word is not installed on the computer on which the Thick Client is being installed, then make the following modification to the Siebel.ini configuration file in the source files to allow installation of the Thick Client.  This must be done before the installation proceeds.  If the Thick Client is installed without MS Word, and the following modification is made, then the Siebel Reports feature will not be enabled.

  1. Go to the Siebel sub-directory containing the Thick Client source files created above.
  2. Open the Siebel.ini file with notepad.
  3. Use Find to search for “Word”.
  4. Modify the “Word = mandatory” line to instead read “Word = optional”.  Save edits.

3.3        Expose an IP Address

The basic Siebel Wireless installation process described in this document relies on a carriers’ Wireless Gateway, and thus requires users to expose an IP address in their Firewall.  This exposed IP address will allow mobile devices to access Siebel Wireless over the Internet.

Exposing an IP address often requires the involvement of an IT department and may require a significant amount of time for approval, as it creates potential security risks.  Filtering for defined IP addresses and enabling only certain ports on the company’s router can help address these security risks.

See the Siebel 2000 Wireless Guide available from Siebel Technical Support for more information allowing access to the Web Server from outside the firewall.

3.4        Grant “Log on as a service” Permission to a Local Account

When installing the Siebel Gateway Server later on in the installation process, the user must provide an account with administrator access on the local machine.  This account must have the “Log on as a service” permission so that the Siebel Gateway Server may log on as a service. 

Perform the following steps to create this permission:

Note:  These local accounts for which the “Log on as a Service” right is added must already exist and have been added to the Administrator’s group.   Also, the installer must have the password for the account that will be used.

  1. On the Siebel Gateway Server Host, open the Windows NT User Manager by navigating through Start à Programs à Administrative Tools à User Manager.
  2. Go to the User menu à Select Domain, and type in the name of the Siebel Gateway Server Host.
  3. Click on the Policies menu à User Rights
  4. Click on the Show Advanced User Rights check box.
  5. Open the drop-down list box labeled Right and select the “Log on as a service” right.
  6. If not, then Add them.

4         Installing Siebel Software Components

4.1        Install Service Pack 5 or 6A

Select the default parameters during this installation.

4.2        Install Windows NT Option Pack 4 (IIS)

Install IIS (Internet Information Server) using Windows NT Option Pack 4.

The following components are required during the installation:

  • IIS
  • Internet Server Manager
  • MDAC 1.5 (required for installation now, to be replaced later with MDAC 2.1)
  • Default Web site
  • MTS (MS Transaction Server)

The Index Server, FTP server, SMTP Server, and Certificate Server are not required.  Otherwise, accept the defaults offered by the Installation Wizard.

Note:  During the installation users will receive a warning that NT Option Pack 4 has not been tested with SP-4 or higher.  Ignore this warning.

Reboot the machine after installation completes, and verify that the World Wide Web Publishing NT service is running.

Checkpoint: To ensure that IIS is installed properly, attempt to view the default web site.  From a web browser, type http://<machine name>/IISSamples/Default/ welcome.htm, where <machine name> is the name of the server on which IIS is installed.  If the default web site cannot be viewed, uninstall and reinstall IIS.

4.3        Install MDAC 2.1 (Microsoft Data Access Components)

MDAC 2.1 may be obtained from the Microsoft Visual Studio service pack 3 or 4, or from MSSQL 7.0.  Search for mdac_typ.exe.  Alternatively, get MDAC 2.1.3711.11 (GA) from http://www.microsoft.com/msdownload/uda/mdac21/mdac_typ21.asp.

4.4        Reinstall Service Pack 5 or 6A

Again, select the default parameters during this installation.

4.5        Add IIS MIME Types to Support Siebel Wireless

Five IIS MIME types must be added to support Siebel Wireless as follows:

  1. Open Internet Service Manager (Start à Programs à Windows NT Option Pack 4 à Microsoft Internet Information Server à Internet Service  Manager).
  1. Go to Console Root à Internet Information Server à “Siebel Web Engine Host name” à Default Web Sites.
  2. Right click on Default Web Site, and then select Properties.
  3. Click on the HTTP Headers tab.
  4. Click on the “File Types” button.

Add the following MIME types, being careful to copy them EXACTLY as they appear below:

Association Extension

Content Type

.wbmp image/vnd.wap.wbmp
.wml text/vnd.wap.wml
.wmlc application/vnd.wap.wmlc
.wmls text/vnd.wap.wmlscript
.wmlsc application/vnd.wap.wmlscriptc

Note:  These MIME type changes can be made at the Individual Site level instead of at the default level as we’ve described above.  Making these changes at the individual site level requires that the Siebel Web Engine be installed (Step 4.10 below).  If these changes are made at the individual site level, then must be made for both the “wpsales” and “wpserv” virtual directories that are created during the SWE installation.

4.6        Install Oracle Database Client and Configure Connectivity

Install the correct version of the Oracle client (see Appendix) using the Oracle installer.

Define the following parameters in Net8 Easy Config, and document them in the “Installation Names and Definitions Checklist” in Section 2:

      ·   Host String (aka SQL*Net Alias or Connect String)

  • Service Name
  • Tablespace Name
  • Oracle Administrator Username & Password

Checkpoint:  To verify that the client can connect to the database being usedg, start SQL*Plus and enter the Oracle Administrator Username and Password and Host String.  If connect to the database fails, check the following:

  1. Verify with the DBA that the database is up
  2. Verify that the Oracle Administrator Username and Password are valid
    1. Verify that the Host String name is correct
    2. Verify that there are valid entries in the tnsnames.ora and sqlnet.ora files for the database in the Oracle Client subdirectory <oracle home dir>/network/admin directory as follows:

TNSNAMES.ORA based on sample data above:

“Service Name”.SIEBEL.COM =

  (DESCRIPTION =

    (ADDRESS_LIST =

      (ADDRESS = (PROTOCOL = TCP)(HOST = “Host String”)(PORT = 1521))

    )

    (CONNECT_DATA =

      (SERVICE_NAME = “Service Name”)

    )

  )

SQLNET.ORA based on the sample data above:

NAMES.DEFAULT_DOMAIN = SIEBEL.COM

SQLNET.AUTHENTICATION_SERVICES= (NTS)

SQLNET.EXPIRE_TIME = 0

NAMES.DIRECTORY_PATH = (TNSNAMES, HOSTNAME)

Note:  Creating an image of the system at this point, prior to installation of any Siebel components is recommended.

4.7        Install The Siebel Gateway Server

  1. On the Siebel Gateway Server Host, run the setup.exe file in the “Windows Server\gtwysrvr” directory.
  2. In the “Resonate Support” dialog box, answer “Yes” to continue without Resonate Support.
  3. At the “Setup Type” screen, select “typical”.

Note:  There is a chance to change the installation directory from the default directory on the C: drive (C:\sea601\tools) to any other directory another drive.  The C: drive is useful for a small test environment where everything is stored on one partition.  In a production environment another drive may be the best option, like the D:\.

  1. In the Gateway Server NT Account dialog box, use the Local Account Name for “Login as Service” defined in Section 3.4.
  2. In the Gateway Server NT Services dialog box, check the Start Automatically check box.
  3. An Event Log message appears confirming that setup was successful.
  4. Reboot.
  5. On the Siebel Server Host, run the setup.exe file located in the “Windows Server\siebsrvr” directory.
  6. In the “Resonate Support” dialog box, click on “Yes” to continue without Resonate Support.
  7. Make sure that the startup type is “Automatic”.
  8. Verify that the path is correct (either the default or custom path).
  9. In the “Gateway Server Address” dialog box, enter the Siebel Gateway Server Host name.
  10. Use the Enterprise server name of your organization.
  11. Respond “Yes” to this message box.
  12. Enter the planned location of the Siebel File System Directory (which will be created later in step 20).  This Directory (typically titled “FS”) will contain Siebel user files and should reside on a drive that is backed up regularly, such as on D:\ on the Siebel Server Host or as a share on another machine that is referenced using a UNC share name.
  13. In the Server Database dialog box, select the appropriate Oracle database client and server version.
  14. In the Database Identification dialog box, enter the Database Alias (Host String) and Table Owner (Tablespace Name).
  15. In the Server Database Account Information dialog box, enter the Oracle Administrator Username and Password (sadmin/sadmin).
  16. In the Siebel Server Information dialog box, enter the Siebel Server Host name.
  17. In the Gateway Server NT Services dialog box, check the “Start Automatically” check box.
  18. In the Synchronization Post Assignment dialog box, set the Sync Manager Port = 40400.
  19. In the eBriefings and eContent Services dialog box, click on the “Neither” radio button (assuming that these products have not been purchased).
  20. In the “Java Thin Client Help File URL” dialog box, choose the defaults (unless using the Java Thin Client), then click on “Next”
  21. Click OK on the Enterprise Server “Siebel has been created” in the message box, assuming that “Siebel” has been defined as the Enterprise Server Name
  22. An Event Log message pops up, confirming that setup was successful.
  23. Reboot.
  24. Create a folder for the Siebel File System Directory with the exact name and in the exact location specified in Step 8 above.

4.8        Install The Siebel Server

4.9        Install The Siebel Thick Client

The Thick Client can be installed on the computer on which the Siebel Server was installed or on a different computer.  The appropriate database client and any required patches need to be installed on the computer on which the Thick Client is to be installed.  Configure and verify database connectivity before starting.

  1. Run the setup.exe file located in the “Windows Client\sea” directory.
  2. Verify that the path is correct (either the default or the custom path).
  3. In the Server Database dialog box, select the appropriate Oracle client and server version.
  4. Click on ”Next”.
  5. Click on “Next”.
  6. In the Database Identification dialog, enter the Database Alias (Host String) and Table Owner (Tablespace Name).
  7. Also enter the Enterprise Server name.
  8. Ignore the dialog box for the Server Request Information by clicking on “Next”.
  9. Ignore the dialog box for the Analysis Proxy Server Setup by clicking on “Next”.
  10. Ignore the dialog box for the Fulcrum Setup by clicking on “Next”.
  11. In the Select Program Folder dialog box, use the default name.
  12. Event Log and Registry messages will be displayed.

Note:  This information is also saved to the “seasetup.log” and “seasetup.reg” files in the client directory.

  1. Click on Finish.
  2. Reboot.

Checkpoint:   If a connection to the Siebel application via the Thick Client does not occur, check the installation steps and parameters and reinstall if necessary.  The core Siebel application needs to be up and running before proceeding.

To Test, start the Siebel Thick Client (usually siebel Sales or Siebel Service) and connect to the server by logging in as sadmin/sadmin.

4.10    Install The Siebel Web Engine

  1. Run the setup.exe file located in the “Windows Server\eappweb” directory.
  2. Verify that the path is correct (either the default or custom path).
  3. Click on Next.
  4. In the “Gateway and Enterprise server information” dialog box, enter the Siebel Gateway Server Host Name, the Enterprise Server Name, and leave Gateway Port set at 2320.
  5. In the “Siebel Server Information” dialog box, enter the Siebel Server Host name.
  6. In the “Connection Protocol” dialog box, choose TCP/IP.
  7. In the “Encryption Type” dialog box, choose “none” (unless using encryption).
  8. In the “Compression Method” dialog box, choose “none” (unless using compression).
  9. For both the Anonymous Employee and Anonymous Contact logins, use the Oracle Administrator Username and Password (“sadmin/sadmin”).
  10. In the “Error Level for Logging” dialog box, choose a level such as “Errors Only”.  Choosing “All” will require significantly more disk space.
  11. The Event Log message is displayed.

Note:  This information is also saved to the “EAPPSsetup.log” file in the “SWEApp” directory.

  1. When the “Setup Complete” message appears, click on “Finish”.
  2. Reboot.
  3. Open the Thick Client from Start à Programs à Siebel Client 6.x à Siebel Sales.

4.11    Enable Required Component Groups.

  1. Login to the Server as sadmin/sadmin.
  2. Go to Screens à Server Admin à Enterprise Configuration à Enterprise Component Groups.
  3. Highlight and then enable each of the following Component Groups:
  • Field Service
  • Workflow Management
  • Assignment Management
  • Siebel Thin Client
  • EAI (Enterprise Application Integration)
  • Siebel Remote

4.12    Synchronize

  1. Go to Screens à Server Admin à Enterprise Configuration à Batch Component Admin.
  2. Click on the “Synchronize” button.

Note:  Synchronization can require up to 15 minutes.  The busy (hourglass) cursor will change to a normal cursor once synchronization is finished.

  1. Stop and start the Siebel Server, using “Services” in NT’s control panel.
  2. From NT’s command prompt type “Net Stop IISadmin /y”.  After the service stops, type “Net Start w3svc”.
  3. Go to Screens > Application Administration > Responsibilities.
  4. Highlight “Sales Representative – Wireless” in the Responsibilities applet.
  5. Highlight the word “Employees” in the Employees list applet.
  6. Right click and choose “New record”.
  7. Search for the existing employees by last name (case sensitive) and add as desired:
  8. Go to Screens > Application Administration > Responsibilities.
  9. Highlight “Field Service Representative – Wireless” in the Responsibilities applet.
  10. Highlight the word “Employees” in the Employees list applet.
  11. Right click and choose “New record”.
  12. Search for the existing employees by last name (case sensitive) and add as desired:

4.13    (Optional) Add Sales Personnel to Wireless Responsibilities

4.14    (Optional) Add Service Personnel to Wireless Responsibilities

Checkpoint:  Verify environment integrity by connecting with a phone simulator or phone.  Make sure that Main Menu of Siebel Wireless is visible after logging in.

To test Siebel Wireless with the Phone.com UP.SDK:

  1. Go to http://developer.phone.com.
  2. Create an account.
  3. Download the UP.SDK.40.
  4. Install the UP.SDK.40.
  5. Start the UP.SDK.40.
  6. Make sure that the simulator is set for http direct.
  7. Connect with a URL such as http://host/wpsales/s.swe?SWECmd=Login, where “host” is either the internal or external DNS host name or the IP address of the machine on which the Siebel Web Engine is installed.
  8. Run the setup.exe file located in the “Windows Client\seatools” directory.
  9. Verify that the path is correct (either the default or custom path).
  10. In the Server Database dialog box, select the appropriate Oracle client and server version.
  11. Click on “Next”.
  12. On the Server Locations dialog box, enter the Siebel Remote Server name (this is typically the Siebel Server Host name) and Siebel File System information previously defined.
  13. In the Database Identification dialog box, enter the Database Alias (Host String) and Table Owner (Tablespace Name).
  14. In the Select Program Folder dialog box, use the default name.
  15. A very long Event Log message appears.

4.15    (Optional) Install Siebel Tools

Note:  This information is also saved to the ”SSDsetup.log” file in the Tools directory.

  1. When the Setup Complete message appears, click on “Finish”.
  2. Reboot.

Checkpoint:  To Test, start Siebel Tools and connect to the server by logging in as sadmin/sadmin.  After a successful login, click on “Screen” and scroll to the Webphone Screens to verify that they are present.

5         Siebel Wireless – Installation Options

5.1        Configuring Siebel Wireless With Another Database

RDBMS database clients supported by Siebel 2000 include:

–          Oracle 8.1.5

–          IBM DB2 UDB

–          Microsoft SQL 7.0

5.2        Enabling WAP Push Alerts

Phone.com Wireless Push alerts may be enabled within Siebel Wireless 2000, if desired.  For help in enabling Phone.com Push alerts, consult the Tech Note: Wireless Push document available from Siebel Technical Support

5.3        Installing on Single or on Multiple Computers

The web server, Siebel Application Server, and WAP Gateway (if appropriate) can be hosted on the same machine or on separate machines connected over a LAN.

5.4        Upgrading From Previous Versions of Siebel

If upgrading from a previous Siebel version instead of performing a new installation, then additional steps may be required.  Read the release notes for supported upgrade paths for any additional steps or procedures that may be required.

5.5        Hosting the WAP Gateway Behind the Enterprise Firewall

For increased security, an enterprise may host a Wireless Gateway behind their firewall instead of having a carrier host one for them.  This configuration requires a RAS server.  Wireless Gateway vendors can provide more details on this option.

6          Common Installation Problems

The following table overviews the most common problems experienced in installing Siebel Wireless, and suggested fixes

Symptom

Suggested Fix

Cannot connect to Siebel Wireless with WAP simulator or mobile device  Confirm that MIME types have been set exactly as specified in Section 4.5 of this document 
Users are prompted to log in repeatedly when navigating through the Siebel Wireless applications, and receive errors after logging in multiple times  Ensure that the WAP gateway or browser used to access Siebel Wireless supports cookies (as the Phone.com and latest Nokia WAP servers do), and enable cookie support; the Siebel Web Engine requires cookies in Siebel 2000 to manage and maintain web-based sessions
The IIS default web page will not display when using an HTML browser  Reinstall the Windows NT 4.0 Option Pack (IIS)
“Can’t connect to network” message is displayed  Make sure web services are running
404 error message is displayed  Confirm that correct URL has been entered, such as the one defined in Section 4.14 of this document 
URL is too long to enter on a wireless device  Add a redirection URL page on the Web Server, as described in the Siebel 2000 Wireless Guide
SEA does not load properly  Virtual Directories are loaded by SEA Installer in lower case letters (such as wpsales), but these Directories need to be changed to Upper Case, similar to the PUBLIC and BIN Directories
When users log into Siebel Wireless, the Main Menu shows only the [Exit] link Ensure that the correct license keys are entered for Siebel Wireless Ensure that the Wireless User ID has the appropriate “Sales Representative – Wireless” or “Field Service Representative – Wireless” responsibilities

Required Versions and Builds for Siebel Wireless

The following chart contains versions and builds of the Siebel Gateway, Server, Web Engine, Client, and Tools required to support and configure Siebel Wireless, and each associated database type and middle tier.

Version & Build Database Version Middle Tier
6.0.1.5 build 2848 and 2949 (patch)
  • Oracle 8.1.5
  • IBM DB2 UDB v6.1 w/fixpack 3S
WinNT 4.0 Server
6.0.3 (Localized versions, various builds)
  • Oracle 8.1.5
  • IBM DB2 UDB v6.1 w/fixpack 3S
WinNT 4.0 Server
6.1 build10007
  • IBM DB2 390
WinNT 4.0 Server
6.2 build 10214
  • IBM DB2 390 & UDB
    • IBM DB2 390 & UDB
    • AIX
      • WinNT 4.0 Server
 
6.2.1 build 10232
  • Oracle 8.1.6
  • Oracle UTF-8
  • IBM DB2 UDB v6.1 3Sa
  • IBM DB2 OS/390
  • NT & Solaris
  • WinNT 4.0 Server
  • NT, Solaris, AIX
  • NT, Solaris, AIX
 

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