c t communitake remote c technologies l project …

COMMUNITAKE

TECHNOLOGIES

LTD.

COMMUNITAKE REMOTE CARE

PROJECT SCOPING

CommuniTake Technologies Ltd. Project Scoping

Property of CommuniTake™ | CONFIDENTIAL | 2009-2015

2

CommuniTake Remote Care, Project Scoping

Copyright © 2015, CommuniTake Technologies Ltd., Yokneam, Israel .

All rights reserved.

For a hard-copy book: No part of this publication may be reproduced, stored in a retrieval system, or

transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise

without the prior written permission of the publisher, CommuniTake Technologies Ltd.

For a Web download or e-book: Use of this publication shall be governed by the terms established by

the vendor at the time this publication was acquired.



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Contents

PRELIMINARIES ______________________________________________________ 5

WHAT IS COMMUNITAKE REMOTE SUPPORT ______________________________________ 5

ABOUT THIS DOCUMENT______________________________________________________ 6

PROJECT FRAMEWORK ________________________________________________ 7

PROJECT DURATION _________________________________________________________ 7

PROJECT TIMELINES _________________________________________________________ 7

PROJECT GOVERNANCE_______________________________________________________ 8

STATUS MEETINGS __________________________________________________________ 8

NDA _____________________________________________________________________ 8

PROJECT AGREEMENT ________________________________________________________ 8

PRELIMINARY INFORMATION __________________________________________________ 9

TECHNICAL REQUIREMENTS ___________________________________________ 10

AGENT WORKSTATION SOFTWARE _____________________________________________ 10

NETWORK PORTS __________________________________________________________ 10

BLACKBERRY DEVICES _______________________________________________________ 11

SMSC INTEGRATION ________________________________________________________ 12

EMAIL GATEWAY INTEGRATION _______________________________________________ 12

LDAP (ACTIVE DIRECTORY) INTEGRATION ________________________________________ 13

APN CONFIGURATION MESSAGES ______________________________________________ 14

HARDWARE_______________________________________________________________ 14

SOFTWARE _______________________________________________________________ 15

INTEGRATION _____________________________________________________________ 16

AGENT DATA_______________________________________________________ 17

AGENTS LOCATION _________________________________________________________ 17

AGENTS NUMBER __________________________________________________________ 17

SKILL LEVEL _______________________________________________________________ 17

AGENTS LOG-IN ID’S AND PROFILE _____________________________________________ 18

DEVICES AND DEVICE PLATFORMS _______________________________________ 19

DEVICE PLATFORMS ________________________________________________________ 19

DEVICE TYPES _____________________________________________________________ 19

ADAPTATION IN GENERAL _____________________________________________ 20



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ADAPTATION - CSR _________________________________________________________ 20

ADAPTATION – DEVICE CLIENT ________________________________________________ 20

ADAPTATION – BILLING ______________________________________________________ 21

ENTERPRISES - GENERAL _____________________________________________________ 21

ADAPTATION - LANGUAGE & TEXTS______________________________________ 21

AGENTS APPLICATION AND DEVICE LANGUAGE SETTINGS ____________________________ 21

DISCLAIMER AND MESSAGES TEXT _____________________________________________ 22

FUNCTIONAL CONFIGURATION _________________________________________ 23

AGENT PRIVILEGES _________________________________________________________ 23

DEVICE PRIVILEGES _________________________________________________________ 24

DEVICE SERVICES PRIVILEGES _________________________________________________ 24

RESTRICTED APPLICATIONS ___________________________________________________ 25

REMOTE WAKE UP _________________________________________________________ 26

RECORDED SESSIONS _______________________________________________________ 26

REMOTE PC SUPPORT _______________________________________________________ 26

SELECT / CHANGE RESOLUTION ISSUE ___________________________________________ 26

RESOLUTION MACROS ______________________________________________________ 27

IPHONE CONFIGURATION ____________________________________________________ 28

CUSTOMER/AGENT FEEDBACK FORM ___________________________________________ 28

ADMINISTRATOR CENTER - GENERAL ___________________________________________ 29

ADMINISTRATOR CENTER - REPORTS____________________________________________ 29

TRAINING _________________________________________________________ 30

TRAINING FORMAT _________________________________________________________ 30

CERTIFICATION ____________________________________________________________ 30

SUCCESS CRITERIA AND MEASUREMENT __________________________________ 31

CURRENT METRICS _________________________________________________________ 31

MEASUREMENT ___________________________________________________________ 32

MACHINES _______________________________________________________________ 33

SYSTEM COMPONENTS ______________________________________________________ 34



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CHAPTER 1

PRELIMINARIES

WHAT IS COMMUNITAKE REMOTE SUPPORT

CommuniTake Remote Care is part of CommuniTake Total Care Platform that gives the user

extraordinary interface to support and train devices' end users. CommuniTake Remote Care includes:

Remote access to a device for tests, diagnostics and scripts activation without remote control

Complete remote control via a fully operational device replica

On-device screen drawing in real time for guiding on "How Do I?" queries

Automated resolution macros for resolving operational problems

Guidance macros for step-by-step guidance on device operations

Extensive device diagnostics

Device data management for managing device fi les and content

Operations to manage device applications

Remote iOS configuration

iOS screen captures sharing

One-click APN setting

Permission solicitation mechanism for device access authorization by device user

Floating replica on top of web sites and application

Textual chat.

Suspended session for user privacy; Automated reconnect after device reset

Messages for each activity performed by the system user

A recorder for each session for complete recordings of all session activities

A customer survey for collecting feedback on service quality

CommuniTake Remote Care is intuitive and easy to manage, allowing system users to perform quickly

and effectively without the need for extensive training. It offers advanced tools set that improves

agents' daily practices and generate operational efficiencies for cost reduction.



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ABOUT THIS DOCUMENT

This document presents step-by-step guidelines for CommuniTake project scoping prior to project

launch. It encompasses the business decisions that need to be taken prior to the project jumpstart

along with the requirements for on-site system installation and other considerations that are

mandatory prior to deploying CommuniTake platform.



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CHAPTER 2

PROJECT FRAMEWORK

PROJECT DURATION

Please specify the planned duration of the project.

PROJECT TIMELINES

The following states the proposed project timelines for the project. This section should be monitored

and updated if necessary.

Phase/Activity Commencement (week)

Project “Go”

Scoping session

Adaptation and Localization

Delivery for Project

Internal testing

Training

Project "go live"

Project end

Report compilation

Review and comments by CommuniTake



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PROJECT GOVERNANCE

In order for the deployment to succeed, it is critical to have management commitment on both sides

and efficient communications between the parties. Please specify the personnel who will form the

governance for the project.

Position Name Contact email/phone

Management sponsor/champion

Project manager

Agent supervisor focal point

IT focal point

Training focal point

STATUS MEETINGS

CommuniTake recommends daily status meetings during the first two weeks of the deployment.

Following this period, set meetings should be scheduled as agreed between both sides to have

ongoing communications about the course of the deployment and ways to alter or improve its results.

NDA

Item Specification Done?

NDA In place? (Yes / No)

PROJECT AGREEMENT


Project agreement In place? (Yes / No)



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PRELIMINARY INFORMATION

The following information is imperative to allow Communi Take proper alignment towards a successful

deployment.


Call volumes (Level 1)

Call volumes (Level 2)

Total support agents

Agents per shift

Agents grouping by subject matter expertise

Support/Knowledge systems in agent environment

Call volumes per device type

AHT – Level 1 calls

AHT – Level 2 calls

Performance derived compensations

Agents’ sales activities

Work flow of shifting issues to level 2

Experts involvement / practices

Agents knowledge level

Agents average time on the job

Cost per support minute

Main support issue 1










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CHAPTER 3

TECHNICAL REQUIREMENTS

This section describes the technical requirements for the project. It presents the necessary software

and access rights that must be provided in order to allow agents to access the CommuniTake system .

AGENT WORKSTATION SOFTWARE

Each agent workstation or Citrix server must have the following software installed:

Internet Browser (IE 7, 8, 9, 10; Firefox; Chrome).

The most recent Sun Java JRE with minimum version of 1.6.27.

Item Requirement Done?

Internet Browser Specify which and which version

Recent Sun Java JRE Installed on each agent workstation

Citrix Specify if agents work via Citrix

NETWORK PORTS

The following network ports must be enabled on the agent workstation, firewalls and any other

intervening network elements :

Port 80: http

Port 443: SSL-based TCP

In a remote control session, the CSR client connects to support.communitake.com and one of the

relays. Every user must be able to reach those from any station .

There is a need to reach the following servers and connect to the port as specified.



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Since there is a fail over mechanism, if a relay is not responding, the next relay will be used, therefore

it is advised to be able to connect to all of those relays :

Server IP Port Region Done?

support.communitake.com 46.137.110.154 80/443 World

r1.communitake.com 46.137.110.162 443 (TCP) Europe (default)

r2.communitake.com 50.19.104.23 443 (TCP) USA East

r3.communitake.com 212.199.177.153 443 (TCP) Israel

r4.communitake.com 54.232.122.90 443 (TCP) South America

r5.communitake.com 122.248.248.56 443 (TCP) Singapore

r6.communitake.com 118.194.128.10 443 (TCP) China

R7.communitake.com 54.251.162.183 443 (TCP) India

To test all relays from the customer's computers:

http://support.communitake.com/relaytest/relaytest.html

Pilot note: if a new customer is being added as sub-group of the CommuniTake customer, users must

enter their respective international prefix. If they use "0XXXXXXXX" as the device MSISDN, they will be

directed to the R3l Relay (which is default for all customers under CommuniTake).

BLACKBERRY DEVICES

These devices must "be familiar" with the operator's details and APNs beforehand. The APNs are

defined in the CommuniTake Database for each operator. The APN must be for BlackBerry devices.

Item APN 1 APN 2… Done?

APN name

Username (not mandatory)

Password (not mandatory)

Proxy IP (not mandatory)

Proxy port (not mandatory)

Comments (not mandatory)

http://support.communitake.com/relaytest/relaytest.html



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SMSC INTEGRATION

CommuniTake needs to interface its remote care platform to your Short Message service Center

(SMSC) for the purposes of sending links to the client application to customers who will receive

support.

Please provide details of the SMSC and attach relevant documentation.


Type

SMS Usage (Link, Wakeup)

Protocol

IP port

Command line

Link to API documentation

Others

Customer POC for SMSGW

EMAIL GATEWAY INTEGRATION

CommuniTake needs to interface its remote support platform to your email gateway for the purposes

of sending links to the client application to customers who will receive support.

Please provide details of the email gateway and attach relevant documentation.


Type

Protocol

IP port

Link to API documentation

Others

Customer POC for GW



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LDAP (ACTIVE DIRECTORY) INTEGRATION

CommuniTake needs to interface its remote care platform to your LDAP for the purposes of forming

users and specified permission scheme.

Please provide details of the LDAP and attach relevant documentation.


Use LDAP (Yes / No)

IP, port

Username

Password

LDAP groups

Customer POC

3RD PARTY INTEGRATION – OTHER CommuniTake may need to interface its remote care platform to your BSS environment for specific

purposes as defined in the scoping session.

Please provide details of the 3rd

party BSS component and attach relevant documentation.




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APN CONFIGURATION MESSAGES

Item Internet MMS Done?

Name

APN

Username (not mandatory)

Password (not mandatory)

Proxy (not mandatory)

Proxy Port (not mandatory)

MMSC (mandatory for MMS)

URL (not mandatory)

HARDWARE

For an on-premise implementation, the following hardware is required:

Hardware Item Specification Done?

Servers Application Server; Database Server; Connection

Server; Relay Server; Download Server

Application Server: At least 4 logical

cores (preferably 8)

Application Server: At least 1GB of

memory per logical core

DB server: A SCSI configuration in a

redundant RAID configuration or RAID

0+1 for both speed and redundancy

(or any other redundant disk system)

Disk space requirements for session

recording: 4 MB of disk space per CSR

per day. Around 1,500 MB for one CSR

for one year of storage

Connection and Relay Servers number 2 (enterprises – 1 is sufficient)

Application Servers number 2 (enterprises – 1 is sufficient)

DB Servers number 2 (enterprises – 1 is sufficient)

Hardware Load balancer 2 (enterprises – 1 is sufficient)

Hardware load balancer Should

include fail recovery



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Note: in a pilot all the hardware can be on one server.

SOFTWARE

For an on-premise implementation, the following software is required:

Software Item Specification Done?

Application Server OS?

EJB 3.0 application server

(Apache Tomcat)

Application Server data management

MySQL or other

Relay, Connection, Download Servers OS?

Relay, Connection, Download Servers -

Apache Tomcat or other

Relay, Connection, Download Servers –

data management MySQL or other

DB Servers: SQL server -Oracle DB or

Microsoft SQL or MySQL

DB Servers: Error recovery disk RAID

configuration

DB Servers: backup



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INTEGRATION

For an on-premise implementation, the following integration might be required:

(For each item, it is required to indicate the attributes l ist and integration method)

Integration Item Specification Done?

IMSI – providing the IMSI

l inked to the MSISDN

CRM system a "launch in

context”

CRM system database Required integration with the CRM DB

Device phone number:

adding the device’s phone

number to the HTTP headers

LDAP – predefined access

rights to authenticate the

CSRs

Required LDAP integration:

Operations Auditing and

Monitoring Systems -

implementing an SNMP-client

Required SNMP attributes:



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CHAPTER 4

AGENT DATA

AGENTS LOCATION

Please specify the locations of the participating agents.

Item Specification

Agent location Specify addresses and contact person details

AGENTS NUMBER

Please provide the number of agents who will participate in the project.


Agents How many agents will participate in the project?

Control Group How many agents will participate in a control group?

SKILL LEVEL

Please specify the skil l level of the participating agents (Level 1/Level 2/Technical specialist)


Level 1 Specify number of agents

Level 2 Specify number of agents

Technical Specialists Specify number of agents

Supervisor Specify number of agents

Trainers Specify number



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AGENTS LOG-IN ID’S AND PROFILE

Please provide the log-in ids’ of the participating agents and their support profile (if relevant).

Agent Name Windows logon id Password Level (agent /

supervisor)

Please note that CommuniTake will aim to retrieve the log-in id from the agent’s desktop and

automatically validate against the CommuniTake database and enable “single sign on” to the

CommuniTake system.



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CHAPTER 5

DEVICES AND DEVICE PLATFORMS

DEVICE PLATFORMS

Please specify the device operating system platforms to be part of the deployment.


Android Participating? (Yes / No)

iPhone Participating? (Yes / No)

Blackberry Participating? (Yes / No)

Symbian Participating? (Yes / No)

Windows Mobile Participating? (Yes / No)

Windows PC Participating? (Yes / No)

OSX Participating? (Yes / No)

DEVICE TYPES

Please specify the devices that will be supported in the deployment.


Android Participating devices:

iPhone Participating devices:

Blackberry Participating devices:

Symbian Participating devices:

Windows Mobile Participating devices:

Windows PC Participating devices:

OSX Participating devices:



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CHAPTER 6

ADAPTATION IN GENERAL

ADAPTATION - CSR

The following look and feel adaptations might be desired (please refer to CommuniTake’s Branding

specification documents):


CSR UI colors Required colors / look & feel:

CSR UI images Required images / logo:

Other

ADAPTATION – DEVICE CLIENT

The following adaptations of the Device client might be desired (please refer to CommuniTake’s

Branding specification documents ):

Item – on-device diagnostics app Specification Done?

Application name

Icon PNG for Android, iOS and BlackBerry. SVG for

Symbian.

Logo + background image

Item – remote control app Specification Done?

Application name

Icon PNG for Android, iOS and BlackBerry. SVG for

Symbian

Logo + background image



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ADAPTATION – BILLING

The following adaptations of the bil l ing might be desired:


Data charges Data in remote support sessions is free of charge

ENTERPRISES - GENERAL

For an enterprise implementation, the following verifications are required:


Data plan across devices

BES policy definition allowing

access to CommuniTake

client

Valid Certificate HTTPS and SSL require the server to have a certificate

published from a well know CA (such as VeriSign,

GeoTrust, etc)

The certificate must support SSL and HTTPS

Certificate must be delivered in JSK format including the

password

Other

ADAPTATION - LANGUAGE & TEXTS

Please specify relevant languages and texts for the project by the following criteria:

AGENTS APPLICATION AND DEVICE LANGUAGE SETTINGS


Agent application Specify required language:

Device messages Specify required language:



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DISCLAIMER AND MESSAGES TEXT

Please specify the text of the “terms of use” that the handset holder will see and must approve before

creating a connection. Please refer to other messages that the device holder might encounter.


Default disclaimer

for first time launch

of the on-device

diagnostics

applications

By running this application, you herby give your consent to run

on-device tests, diagnostics and applications reviews.

These insights will serve you in achieving better mobile user

experience and may be sent to a central database or a support

system for allowing improved care practices.

Default disclaimer to

approve an agent’s

access to the device

info in the Remote

Support portal:

You herby give your consent to support representatives to view

device tests results; view diagnostics; view on-device applications

attributes; and to operate resolution actions on your device from

afar.

Default disclaimer to

send one time data

to Remote Support

portal and approve

an agent’s access to

this data

You herby give your consent to a one-time delivery of on-device

tests, diagnostics and on-device applications reviews to be viewed

by support representatives for care practices. Support

representatives may operate resolution actions on your device

from afar. The data sent to the support system will be deleted

within 24 hours and it will not be used beyond the support

session.

Default disclaimer

for complete remote

control

“I hereby agree that my phone will be taken over remotely. I

hereby renounce any claim and will not hold CommuniTake liable

for damages to the device and/or its content. I am aware of the

ability to disconnect at any time. Proprietary CommuniTake

technology – no unauthorized use is permitted. Al l rights reserved

by CommuniTake”.

Disconnection

message

Project specific

disclaimer

Specify language and text if different from default



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CHAPTER 7

FUNCTIONAL CONFIGURATION

AGENT PRIVILEGES

Please specify the access privileges to application functions by agent profile. For each function, specify

“Enable”, “Disable” or “Ask” (meaning that the handset holder is asked for approval before the action

can take place). Note, CommuniTake recommends use of the default settings for project in order to

gain view of the true need and possible use of each function by all agents.

Item Default Level 1 Level 2 Specialist Super.

Device View Enable

Device Control (keypad, touch screen) Enable

Device File System View Enable

Device File System (copy, delete, etc.) Ask

Device Diagnostics Enable

Device Draw Enable

View Installed Applications Enable

View Running processes Enable

Start Application Enable

Kil l Application Enable

Run Scripts Enable

Floating replica Enable

Suspended session Enable

Automatic reconnect after a reset Enable

Screen capture Enable

Log session Enable

Record session Enable

Replay recorded session Enable



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DEVICE PRIVILEGES

Please specify the access privileges to device functions by agent profile. For each function, specify





Diagnostics View Enable

Calls View Enable

Fi le System View Enable

Fi le System Edit Ask

Scripts Run Enable

Customer Apps View Enable

Apps View Enable

App Install Enable

App Run Enable

DEVICE SERVICES PRIVILEGES

Please specify the access privileges to device services by agent profile. For each function, specify





SMS Enable

Camera Enable

Contacts Enable

Calendar Enable

Gallery Enable



25

RESTRICTED APPLICATIONS

Please specify the applications for which agents has restricted access

App name App ID OS ID Default Level 1 Level 2 Specialist Super.



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REMOTE WAKE UP

For pre-installed or repeat sessions in which the device client is already installed, it is possible to

launch the client on behalf of the customer (the customer must stil l approve the disclaimer in order to

complete the connection).


Remote Wake up Enable? (Yes / No)

RECORDED SESSIONS

All sessions can be recorded and replayed in order to troubleshoot, learn agent behavior and track

agent actions in case of complaints. Replays can be limited to privileged users or administrators only

or given to a wider community. CommuniTake recommends enabling this functionality.


Recorded Sessions Enable? (Yes / No)

REMOTE PC SUPPORT


Remote PC support Enable? (Yes / No)

SELECT / CHANGE RESOLUTION ISSUE

A form can appear at the beginning of each session in which the agent must indicate what type of

issue will be handled. Once chosen, the agent is given access to the application to handle the issue

and a timer starts on the top left corner of the application. This timer provides input to the agent as

to whether he is meeting a configurable benchmark of handling time or not (the timer begins with

green color, turns yellow and then red to indicate progression of the time). Once the agent finishes

handling the issue, he can select “Change issue” and restart the timer. This information is stored in

CommuniTake database for use by Call Center management.

Alternatively, this function can be disabled and the agent can be sent directly to the support interface

without choosing an issue.



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Select / Change Resolution Issue Enable? (Yes / No)

RESOLUTION MACROS

CommuniTake will provide a basic group of solution shortcuts for use by support agents .

The solution shortcuts can be time saving factors in dealing with support issues or fast means of

downloading and configuring new applications on the customer’s handset.

CommuniTake can change the list of the troubleshooting shortcuts according to the most common

problems faced by your agents. In addition, CommuniTake would consider development of a small

number of such shortcuts for your specific products .

Please provide input as to the most common problems and any specific products or services that your

agents handle for which you would like to have solution shortcuts.

Common issues Specification Done?

Products/services Specification Done?



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IPHONE CONFIGURATION


General Enable? (Yes / No)

Wi-Fi Enable? (Yes / No)

Email Enable? (Yes / No)

Exchange ActiveSync Enable? (Yes / No)

Advanced (APN) Enable? (Yes / No)

CUSTOMER/AGENT FEEDBACK FORM

At the end of a support session, it is possible to provide a configurable form for the agent to complete

with his/her and the customers input about the session. The questions on this form are totally

configurable and can include radio buttons, drop down lists and free text fields. The input in this form

is stored in the CommuniTake database and is available to Call Center management for analysis of the

support experience.

CommuniTake recommends enabling this form and the creation of 4 -6 questions that most suit this

specific project.

Questions can be comprised of grades (1-5); Free text; Selection from list of answers; Mandatory

reply, if needed.


Feedback form Enable? (Yes / No)

Mandatory reply Enable? (Yes / No)

Ranking answers Enable? (Yes / No); number of ranks:

Question 1

Question 2

Question 3

Question 4

Question 5



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ADMINISTRATOR CENTER - GENERAL

For an on-premise implementation, the following features access might be required:


Manage users Enable? (Yes / No)

Manage groups Enable? (Yes / No)

Manage privileges Enable? (Yes / No)

Manage scripts Enable? (Yes / No)

View reports Enable? (Yes / No)

View dashboard Enable? (Yes / No)

ADMINISTRATOR CENTER - REPORTS

The system can present the following reports:

Report Description

CSR Statistics Show overview statistics for support agents.

Session Statistics Show overview statistics for support sessions.

Other required reports / statistics:

Report Description



30

CHAPTER 8 TRAINING

TRAINING FORMAT

Please provide information about the planned training format.


Number of training sessions

Agents per session

Length of session CommuniTake recommends at least 2-3 hours for

learning and practice

Facil ities for session CommuniTake strongly recommends agents work

in pairs with one acting as support agent and the

second acting as customer.

Format of session CommuniTake recommends PowerPoint based

instruction with emphasis on practice on actual

devices. Agents should act both as support agent

and as customer during training

Training lead CommuniTake or your agents?

Floor walking support CommuniTake recommends to provide close

support to agents at beginning and possibly during

middle of project

Screens view one pager CommuniTake recommends to provide one pager

with screens i l lustration of the device holder

connection process

CERTIFICATION

CommuniTake places great importance in training and practice of agents in presenting, initiating and

conducting support sessions in order to enable them to be effective as quickly as possible. For this

reason, CommuniTake requires certification of each agent. This certification is done by the agent

attending an approved training session and for the Training organization/Agent Supervisor to fi l l in a

certification document for each agent .

This document is attached here. The items in the document can be adapted to meet the specifics of

the project, but an agreed certification must be completed for each agent.



31

CHAPTER 9 SUCCESS CRITERIA AND MEASUREMENT

In order to judge the effectiveness of the project and of the CommuniTake platform, it is necessary to

have an agreed set of success criteria as well as recognized means of measurements against existing

benchmarks.

A common understanding on these issues will facilitate post-project analysis and ease discussions on

any post-project steps.

CURRENT METRICS

Please provide information on the current situation.


Calls per agent per hour

Average Handling Time by issue type

Average Handling Time – Level 1 calls


Most common issues

Most common issues generating longest call duration

The devices generating the most support time

First call resolution ratio

Percentage of repeat calls

Customers satisfaction level

Agents satisfaction level



32

MEASUREMENT

Please describe your proposed means of measuring the success of the project.

Success criteria Means Done?

Calls per agent per hour

Average Handling Time by issue type



First call resolution ratio

Percentage of repeat calls

Customers satisfaction level

Agents satisfaction level



33

CHAPTER 10 INTERNAL USE – SYSTEM CONFIGURATION

MACHINES

Machine 1:

Name

IP Internal

External

Operating system (including 32/64bit)

Infrastructure Components (Version) Java

Tomcat

MySql - server

MySql -UI

MySql – Connector

OpenEJB

CommuniTake Components Installed Application Server

Connection Server

Download Server

Relay-X

Management Portal

Other

Open Ports HTTP

TCP

HTTPS

FTP

Other

Backups

Special notes



34

SYSTEM COMPONENTS

HTTPS

Name Machine IP HTTP port

Application Server

Connection Server

Download Server

RelayProxy (Relay-x)

RELAYS

Name Machine IP HTTP port TCP Port – CSR

+ is SSL

TCP Port– Device

+ is SSL

Relay-1

Relay-X

SERVER VERSION

Server version

Deployment configuration

DNS Internal DNS for servers

Name IP

External DNS for servers - the internet address the device will connect to

Name IP

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