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IBM Tealeaf CX Installation Manual

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1. Use this command Change directory cd desired directory Move a file mv file name destination directory Rename a file mv current file name new file name Remove a file List files in the current directory rm file name ls or Is la Display current location Check for traffic pwd tcpdump n i eth specify interface Check for traffic on a port tcpdump n i eth specify interface port specify port optional host specify host ip optional Check for traffic excluding ports and or hosts tcpdump n i eth specify interface and not port specify port optional and not host specify host ip optional Chapter 4 Installing IBM Tealeaf 91 Table 30 Useful Linux commands continued To do this Use this command Display interface details ifconfig Install Tealeaf RPM file rpm ivh tealeaf rpm file Update the Tealeaf RPM file rpm uvh tealeaf rpm file Use Sudo Root sudo su Change Ethernet settings full duplex ethtool eth specify interface etc 92 IBM Tealeaf CX IBM If you are installing the Portal Server the Installer automatically disables the Interactive Services Detection service which causes conflicts with the BBR rendering instances See Preparing the network environment for information about the Interactive Services Detection service The steps for enabling a product for u
2. IP s between FE80 0000 0000 0000 020B DBFF FE93 A462 thru FE80 0000 0000 0000 FFFF DBFF FE93 FFFF ipv6 remote addr contains FE80 0000 0000 0000 020B DBFF FFFF FE93 A462 FFFF Search Keywords The following table lists and describes the search keywords Table 19 Search fields and associated key words Search Keyword Description tltstsipaddr Legacy IPv4 client IP address remote_addr Legacy IPv4 client IP address local_addr Legacy IPv4 server IP address ipv6_remote_addr IPv6 client IP address ipv6_local_addr IPv6 server IP address These search keywords are available for constructing advanced search queries through the Portal and RTV as well as the Portal Search API For more information e See Search Keywords in theIBM Tealeaf cxImpact User Manual e See Search through the Portal for more information about searching for sessions through the Portal e See cxReveal Web Services API in the IBM Tealeaf cxReveal API Guide for more information about searching using the Portal API Search Templates Search templates that reference any of the above search keywords enable the searching of IPv4 IPv6 or mixed addresses See Configuring Search Templates in the IBM Tealeaf cxImpact Administration Manual 40 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Reporting for IPv6 IPv6 data is stored in the same databases used by IPv4 Reporting
3. If the Canister Manager Service is modified to run under a specific local user other than system all sub processes also run under this user TLStatColl exe Reads session statistics from the Session Evaluator and Event Reporter totals these statistics and publishes them to the NDLT and NDLY tables in the Short Term Canister TLPerfColl exe Polls the Short and Long Term Canisters for Canister statistics and makes the statistics available to the Data Service for inclusion into IBM Tealeaf cxImpact and Portal Status for system monitoring TLSesnRec exe Writes sessions marked for archiving from the Short Term Canister to the Long Term Canister TLSesnEval exe Closes sessions for archival upon inactivity timeout It also evaluates end of session for events TLEvtRep exe Evaluates every hit of every session for events and defined page level events Tealeaf Canister Server ctreesql exe Provides access to the STC and LTC database services Tealeaf Session Indexer IndexProgram exe Creates indexes of captured data so you can perform faster more effective searches This program can be run as a service or from the command line Tealeaf Transport Service Receives hit data and transports it to the Short Term Canister The TeaLeafCaptureSocket exe service may also perform pipeline operations if this machine is also the Transport machine IBM Tealeaf data collector services IBM Tealeaf includes serv
4. Destination TCP Port Tealeaf Administrator desktop to Processing and Portal Reporting Servers 3389 for Terminal Services access to the server Tealeaf Administrator desktop Capture Server for web interface setup 8080 and or 8443 and administration of the Capture Server Tealeaf Administrator desktop Capture Server for SSH setup and 22 administration of the Capture Server CX Portal Reporting Server SMTP server for Scorecard Alerts e mails 25 CX Portal Reporting Server X Processing Server for Tealeaf 20000 Management Server il 0 22 kbytes sec re 3 0 packets Starting and verifying the Passive Capture Application server is working After installing IBM Tealeaf CX Passive Capture Application you can start it and verify that it is functioning properly Before you starting and verify that the Passive Capture Application server is working verify that IBM Tealeaf CX Passive Capture Application installed correctly See Validate PCA Install in the IBM Tealeaf CX PCA Manual The IBM Tealeaf CX PCA Manual includes additional information about starting the PCA and configuring it for use To start and verify the IBM Tealeaf CX Passive Capture Application 1 Start the IBM Tealeaf CX Passive Capture Application a Open the passive capture web console by going to http www pca_host_ip com 8080 Click Console tab c Click Start to start the IBM Tealeaf CX Passive Capture Applic
5. In the Windows pipeline the Inflate session agent automatically scans for buffer variables that are inserted by the IBM Tealeaf Passive Capture Application to support internationalization If these variables are not present the Inflate session agent adds them This feature requires no additional configuration For information about the Inflate session agent see Inflate Session Agent in the IBM Tealeaf CX Configuration Manual Indexing Indexes are generated in UTF 8 encoding Canister Storage Response bodies are converted to UTF 8 for indexing You can search for text in the response Since the request data has already been converted to UTF 8 encoding it can be searched through standard search mechanisms All IBM Tealeaf internal data associated with a session is stored in UTF 8 encoding IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 8 International character set support by feature continued IBM Tealeaf feature Support notes Portal The Portal can be localized in UTF 8 to any supported character set The Portal inherits its number formatting from the operating system settings of the machine hosting the Portal application For more information see Configuring Locale Settings in the IBM Tealeaf cxImpact Administration Manual Search Through the Portal you can search for international characters in both the request and the response Event Manager In the definitio
6. utility it dh he oe 127 How the IBM Tealeaf web application installation utility works 127 Installing or re installing IBM Tealeaf CX Portal components 152 Using the TLTMaint script t maintain Canister stability z 132 Troubleshooting privacy performance i in ithe PCA server 2 0 ee ee ee 133 ili Chapter 8 IBM Tealeaf documentation Privacy Policy Considerations 139 and help 135 Notices 137 Trademarks 139 iv IBM Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 1 Overview The IBM Tealeaf CX Installation Manual provides information to help IBM Tealeaf customers and Tealeaf professional services plan for install configure and administer IBM Tealeaf CX This chapter provides an overview of the installation process a product overview which describes the IBM Tealeaf CX platform and the IBM Tealeaf products and a data processing overview How to use the information They way to install and use IBM Tealeaf CX can vary depending on your business requirements and your IT infrastructure Because of this there is no one size fits all installation That said the information in this guide demonstrates the sequence of activities that all customers need to complete to successfully plan for install configure and maintain an IBM Tealeaf CX installation In addition to the IBM Tealeaf CX Installation Manual you need access to the
7. 1 upgrade the database 2 do not upgrade the database During an upgrade all other parameters are ignored Silent installation or uninstall file You can set the parameters for installation and uninstall in a file and call that file from a command line to do silent installation or uninstall You create a ini file for the values that you want to configure You might use the file option to do multiple installs that have the same options This example shows the contents of a ini file that installs transport but not data collector portal processor or replay server uses the HBR transport and defines two servers COMMON TARGETPASS C Program Files Tealeaf CX INSTALLTRANSPORT YES INSTALLDATACOLLECTOR NO INSTALLPORTAL NO INSTALLPROCESSOR NO INSTALLREPLAYSERVER NO HBROPTION 2 PROCSERVERLIST server1 server2 CXUNINSTALL FORCETOREMOVE NO REMOVEDATABASE 1 Tealeaf project GUIDs for unistall When you uninstall a Tealeaf product you must specify the project GUID The GUIDs for the Tealeaf projects are e CX 249E5938 69C9 4017 9C39 B7E53867F2E5 e Upgrader 173E74FF DFFA 49F3 8E4B AED9A4A492B8 Chapter 4 Installing IBM Tealeaf 97 e RIV 464592FF 2576 4A64 B2CB A0F57095DC5D e cxView 9DBE60C5 02E0 4601 A7A7 0C8A1C2DCC9E e cxVerify D1490BBD 1DDE 4772 936D 3640BFF43B67 e cxReveal 72D988CA 4F53 460A 8632 9543D8F10C92 e cxOverstat 7471B3BF CC11 42BE AC40 0C4E8455E0BO e cxMobile
8. EFF86135 C1F6 481E BB6B EDF3BBF723DB e cxImpact 0962511C 1FBF 492P 9A6A BD732AAA1D7A e cxConnectWA B97DCE20 E3C9 443D AA21 E33E18980A5A e cxConnectVOC D33F5260 B354 487B 979D 9F420D10296A e cxConnectDA 9846E3C9 3457 4986 8C4F 9585C4FD7F3A Uninstalling CX silently The unistall wizard prompts you for information on the parts of CX that you want to install You can use the msiexec to uninstall CX and not use the uninstall wizard Before you uninstall CX silently you must identify the component that you want to uninstall and have the GUID for the component You must run the commands in this task as Administrator 1 Log in to the server where you want to uninstall CX 2 Optional To silently uninstall CX from the command line without a ini file enter the msiexec installation command and the parameters on the command line For example to uninstall CX and remove the database you might use this command msiexec X 249E5938 69C9 4017 9C39 B7E53867F2E5 qn REMOVEDATABASE 1 After the components are uninstalled a completion message displays on the screen 3 Optional To silently uninstall CX with a ini file enter the msiexec installation command and specify the ini file For example you created a silent ini file in C You might use this command to call the ini file and uninstall CX msiexec X 249E5938 69C9 4017 9C39 B7E53867F2E5 qn SOURCEFILEPATH C TestSourceFile ini After the components are uninstalle
9. IBM Tealeaf CX Version 9 Release 0 1 December 4 2014 IBM Tealeaf CX Installation Manual all Note Before using this information and the product it supports read the information in Notices on page 137 This edition applies to version 9 release 0 modification 1 of IBM Tealeaf CX and to all subsequent releases and modifications until otherwise indicated in new editions Copyright IBM Corporation 1999 2014 US Government Users Restricted Rights Use duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp Contents Chapter 1 Overview Overview of the installation process Installation roadmap IBM Tealeaf overview IBM Tealeaf CX IBM Tealeaf products Data processing overview IBM Tealeaf services IBM Tealeaf user accounts Data privacy and IBM Tealeaf CX How data sessionization works Internationalization support Support for IPv6 Chapter 2 Planning the installation Installation topologies for IBM Tealeaf CX Topology variations oe Support for virtualized server environment System requirements for installing IBM Tealeaf Operating system requirements Software requirements Hardware requirements User account requirements High availability considerations High availability CX Passive Capture Application server be gy tee 6 High availability Processing servers High availability Portal web application High availability Reporting server Example Hig
10. 0000 0000 0000 020B DBFF FE93 A462 IPV6_LOCAL_ADDR FE80 0000 0000 0000 0213 72FF FE67 ED26 IPV6_SERVER_NAME fe80 213 72ff fe67 ed26 IPV6_XLAT When IPv6 is set to True this option if True indicates whether IP addresses inserted into the request contain IPv4 addresses and should be translated IPV6 Indicates if captured traffic is IPv6 if True REMOTE_ADDR The raw IP address as captured for the remote address may be in IPv6 or IPv4 format This value may be inserted by the PCA LOCAL_ADDR The raw IP address as captured for the local address may be in IPv6 or IPv4 format This value may be inserted by the PCA Note This value may be compressed for IPv6 format SERVER_NAME Existing field name can now accept IPv6 data SERVER_NAME is not indexed IPV6_REMOTE_ADDR The REMOTE_ADDR value rendered in IPv6 uncompressed format This value may be inserted by the PCA IPV6_LOCAL_ADDR The LOCAL ADDR value rendered in IPv6 uncompressed format This value may be inserted by the PCA IPV6_SERVER_NAME New field name is used to store SERVER_NAME value in uncompressed IPv6 format Chapter 1 Overview 33 IPv6 Translate mode In IPv6 Translate mode the PCA translates I Pv4 native addresses into a format that is readable using components on the IBM Tealeaf Windows servers The PCA inserts the following fields in the request In addition to the above fields the original values for the following are insert
11. Component Portal f Web Service Install Options Figure 7 Application Main Screen The areas of the user interface are described and defined below Components The components section lists the components that you can install upgrade or remove using this application Components include e Portal The Tealeaf Portal Web Application e Web service The Tealeaf Portal Web Services Web Service requires IBM Tealeaf cxConnect for Data Analysis IBM Tealeaf cxReveal or both Options There are two options Standard or Extended For most systems only the Standard default options are needed For systems that have been altered or re purposed the Extended option might be required to properly install the IBM Tealeaf CX Portal e Standard The standard set of installation options assumes most of the default operating system permissions are still intact 128 IBM Tealeaf CX IBM Tealeaf CX Installation Manual E 3 Directory Permissions MET Framework False Virtual Directory False Temp Chart True Enviornment Temp False Windows 4ssembly False IS Temporary Compressed Files False IIS Help False Windows netory False IS Log Files False Windows Systenmse False Figure 8 Standard options Extended For systems that have been re purposed or locked down system settings and permissions required for an IIS Web Application to run properly may be removed by system administrators for security reasons The Extended install opti
12. These must be applied by executing the script To have the script appear select the script icon in the upper left corner This script is shown once clicking on OK Click Execute The messages generated by running the SQL Script indicate that the changes have been applied to the database are displayed 70 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 25 Configuring SQL to work with Tealeaf A reference table continued Things to do Notes Configure SQL Server for Mixed Authentication Mode The following instructions are a guideline Consult your Microsoft SQL Server documentation or articles from the MSDN for specific instructions i 4 From the SQL Server Management Studio right click on the top most entry and select Properties In the navigation pane click Secutiry The security configuration information for the server is displayed in the viewing area Make sure the radio button for SQL Server And Windows Authentication Mode is selected Note If any other parameter is set contact the database administrator to confirm that modifying the authentication mode is allowed Close the SQL Server Management Studio Configure SQL Server 2008 for TCP IP Protocol Support The following instructions are a guideline Consult your Microsoft SQL Server documentation or articles from the MSDN for specific instructions Open the SQL Server Configuration Manager from the start menu Expand the SQL
13. following publications e IBM Tealeaf CX Tealeaf Troubleshooting Guide e IBM Tealeaf CX Tealeaf Databases Guide e IBM Tealeaf CX Configuration Manual e IBM Tealeaf CX Version 9 Release 0 Upgrade Manual e IBM Tealeaf Event Manager Manual To access IBM Tealeaf publications 1 Sign in to the IBM Client Success portal 2 Sign in to the IBM Tealeaf portal 3 Select the version of the product you are working with from the Product Documentation window 4 Locate and download the PDF Related concepts Installation roadmap on page 2 IBM Tealeaf overview on page 3 Overview of the installation process Installing IBM Tealeaf CX involves planning your installation setting up your computing and network environment to accept IBM Tealeaf CX configuring and registering Windows server features and functions and then running the installer with the proper configuration settings The installer is multi panel wizard for gathering configuration data and for implementing the IBM Tealeaf CX configuration in your environment Copyright IBM Corp 1999 2014 1 After installing IBM Tealeaf CX you can install and configure the IBM Tealeaf products that you have licensed You can also modify your IBM Tealeaf CX configuration if you did not complete entries on all of the panels at install time The Tealeaf CX Installation Manual provides instructions for installing configuring and maintaining IBM Tealeaf CX It includes refere
14. 25 26 e Some user interface components do not respect cultural preferences for dates times calendars and numbers e Some components of Tealeaf CX including PCA HBR and RTV do not properly process user data that cannot be represented in the native character encoding of the operating system For example these components would not process Arabic data correctly on a French Windows system Customers should match the native character encoding of their operating system with the encoding of the data being processed International character set support by feature provides information about international character set support available in IBM Tealeaf component features Table 8 International character set support by feature IBM Tealeaf feature Passive Capture Application Support notes For IBM Tealeaf release 7 x or later and when a IBM Tealeaf Passive Capture Application build 33xx or later is deployed During capture the PCA transforms the request body into UTF 8 The response body is unmodified There is a known issue in which the PCA fails to properly recognize UTF 8 encoding in data submitted from client frameworks and the data may be mangled in the stored session causing issues in eventing and search For more information see Release 8 5 https community tealeaf com display tealeaf85 8 5 Release Notes For information about configuring international character set support see Windows pipeline
15. As an alternative you can leave the configured fields in unencrypted state in the session data and then define privacy rules specifically to be applied during session replay permitting the display of the unencrypted data in the Portal as needed Related concepts Web application development considerations on page 58 UI capture privacy If the IBM Tealeaf UI Capture for AJAX has been implemented in your web application you can manage the transmission of HTML form data from within the visitor s browser via JavaScript provided by IBM Tealeaf UI Capture privacy masks or blocks information that is collected from HTML forms and other browser elements by the IBM Tealeaf UI Capture for AJAX This IBM Tealeaf CX IBM Tealeaf CX Installation Manual JavaScript library periodically sends data back to your web server which enables capture and processing by the Tealeaf system The IBM Tealeaf UI Capture for AJAX requires additional installation and implementation in your web application See UI Capture for AJAX Guide in the IBM Tealeaf UI Capture for AJAX Guide Because this client side information can contain sensitive or personal visitor data you might need to use IBM Tealeaf UI Capture for AJAX to cleanse the data before it leaves the browser Cleansing data also distributes the act of blocking visitor data across all visitors computers which lowers the processing overhead for the Tealeaf system UI capture privacy cleanses data thr
16. CX Glossary IBM Tealeaf CX Installation Manual IBM Tealeaf CX PCA Manual IBM Tealeaf CX PCA Release Notes Copyright IBM Corp 1999 2014 135 136 Table 43 Available documentation for IBM Tealeaf products continued IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf CX RealiTea Viewer Client Side Capture Manual IBM Tealeaf CX RealiTea Viewer User Manual IBM Tealeaf CX Release Notes IBM Tealeaf CX Release Upgrade Manual IBM Tealeaf CX Support Troubleshooting FAQ IBM Tealeaf CX Troubleshooting Guide IBM Tealeaf CX UI Capture j2 Guide IBM Tealeaf CX UI Capture j2 Release Notes IBM Tealeaf cxImpact IBM Tealeaf cxImpact Administration Manual IBM Tealeaf cxImpact User Manual IBM Tealeaf cxImpact Reporting Guide IBM Tealeaf cxConnect IBM Tealeaf cxConnect for Data Analysis Administration Manual IBM Tealeaf cxConnect for Voice of Customer Administration Manual IBM Tealeaf cxConnect for Web Analytics Administration Manual IBM Tealeaf cxOverstat IBM Tealeaf cxOverstat User Manual IBM Tealeaf cxReveal IBM Tealeaf cxReveal Administration Manual IBM Tealeaf cxReveal API Guide IBM Tealeaf cxReveal User Manual IBM Tealeaf cxVerify IBM Tealeaf cxVerify Administration Manual IBM Tealeaf cx View IBM Tealeaf cxView User Manual IBM Tealeaf CX Mobile IBM Tealeaf CX Mobile Android Logging Fra
17. Capture components e IBM Tealeaf CX RealiTea Viewer Contact IBM Tealeaf Technical Support for information about applying patches to IBM Tealeaf CX Passive Capture Application IBM Tealeaf CX UI Capture components and IBM Tealeaf CX RealiTea Viewer How IBM Tealeaf patches work In scenarios where an upgrade is not the appropriate way to address an issue with the product the IBM Tealeaf development team can provide a software patch Generally software patches are tested against the most recent version of IBM Tealeaf and might not have been tested against the build you are currently running For this reason it is important to manage the patch process providing for testing rollback and tracking of software versions in your installation environment Customer advisories Periodically IBM Tealeaf publishes Customer Advisories for known issues that may affect multiple customer installations Customer Advisories may contain recommendations including upgrading or patching software Review the list of published Customer Advisories on a regular basis to make sure you are up to date on all known issues Sign in to the IBM Client Success portal to access the IBM Tealeaf support portal You can search the portal for advisories Managing IBM Tealeaf patches If you have not done so you should create a means of storing the original files that have been patched in a location outside of the IBM Tealeaf install directory Chapter 6 Administeri
18. IBM Tealeaf 81 82 Table 28 Tealeaf CX Installer pages continued Page Name Description Tracking Service Specify a Server and Port and indicate whether you want to install the Tracking Service The server and port information you enter is applied to the common registry used by IBM Tealeaf servers Note The registry is still available inside Tracking Service component but other services look at the same registry location During session replay Replay Server uses the registry keys to get information about where the Tracking service is installed and which port it is running on Replay Server sends the logging data to the configured tracking service host and port The Data Service reads the registry keys and pulls information from the same logging service You can modify the Tracking Service configuration in TMS after installing IBM Tealeaf For information about modifying the Tracking Service configuration using TMS see the IBM Tealeaf CX Configuration Manual Note If there are multiple instances of the Tracking service you must specify the same Server and Port on all of these servers Each of the specified servers determines if it can start with the given server and port information If a server cannot start it terminates itself This way only one instance of logging server will be available Report Data Collector Use this page to specify the Data Service Host Name or Machine IP address S
19. Server is a highly scalable real time distributed platform that processes analyzes indexes and archives the recorded data The Tealeaf Server also serves as the platform for the IBM Tealeaf Portal and RealiTea Viewer clients and the IBM Tealeaf family of products Typically deployed behind the DMZ in a trusted network segment the Tealeaf Server environment operates on the Windows 2003 and 2008 64 bit Server or Advanced Server platform The Tealeaf server environment includes two server components e Processing server component e Storage server component The Processing server is a real time data processing environment that receives streamed captured hits data from the Passive Capture Application server The data is received through the Transport component of the Processing server The Transport component reads the data into the Tealeaf pipeline which consists of a series of agents that perform specific filtering and manipulation functions against the data stream to normalize and secure the data The processes performed by the agents include e Streaming the data into the Short Term Canister an in memory database e The Short Term Canister organizes by session the sequence of hits into the order experienced by the visitor e The Short Term Canister inspects aggregates and evaluates the hit data Data inspection is conducted by the event engine which analyzes the captured data in real time against a set of user defined rules to pro
20. Tealeaf Canister can become corrupted and might lose all stored data You can create a shutdown script that keeps the operating system running until all services are stopped By running CanSvcs exe all in process data is saved which prevents the Canister from becoming corrupted To create a shutdown script in Windows 1 Open a Group Policy as a stand alone Microsoft Management Console a Open the Microsoft Management Console MMC by clicking Start gt Run gt and typing mmc in the Open field b In the Console menu select Add Remove Snap in c In the Add Remove Snap in dialog click Add and select Group Policy from the Add Standalone Snap in dialog d Click Add e In the Select Group Policy Object dialog click Browse to find the Group Policy that you want If you want to save the Group Policy console and be able to choose which Group Policy object opens in it from the command line select the Allow focus of the Group Policy Snap in to be changed when launching from the command line check box f Click Finish g Click Close in the Add Standalone Snap in dialog and OK in the Add Remove Snap in dialog 2 Assign a computer a In the Console tree of Management Console select the following 120 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Local Computer Policy gt Computer Configuration gt Windows Settings gt Scripts Startup Shutdown b In the details pane double click Shutdown c In the Shu
21. Tealeaf Management System TMS provides users and administrators with a centralized component for administering the IBM Tealeaf system For information about using TMS see Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual Table 35 Portal configuration tasks Task Description Configuring the Portal Portal announcements are messages displayed to all Portal announcements users upon login These messages can be used to display current system status scheduled maintenance windows or other Tealeaf related issues With each installation or upgrade it is recommended that you create a Portal announcement message to your users The announcements provide information as to the current stage of the machine its state and whether there are any current issues that might impact Tealeaf users See 111 for an example of messages Configuring miscellaneous In the Miscellaneous settings panel you can define a variety settings for Portal of settings including the Tealeaf administrator s contact information See CX Settings in the IBM Tealeaf cxImpact Administration Manual Configuring Portal By default the Portal is configured to use Portal authentications authentication which leverages the Portal s user management capabilities to control access Additionally you can configure the following authentications NT AD Active Directory authentication Mixed Mode authentication Web Services
22. Tealeaf solutions run IBM Tealeaf CX consists of several independent components that can either coexist on the same server or reside on separate servers From an installation perspective you must install and configure IBM Tealeaf CX and its components in order to use any IBM Tealeaf product or solution Related concepts IBM Tealeaf overview on page 3 IBM Tealeaf products on page 8 IBM Tealeaf CX component architecture on page 5 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Related tasks Installing IBM Tealeaf CX on page 80 Related information L Tealeaf CX product information IBM Tealeaf CX component architecture IBM Tealeaf solutions are distributed into three core components as follows e Passive Capture Application e Tealeaf Server environment which includes Processing server Storage server which includes A Reporting component An Archiving component e IBM Tealeaf User clients which can include IBM Tealeaf Portal IBM TealeafCX RealiTea Viewer A stand alone application that can be deployed to Tealeaf users Depending the topology of your IBM Tealeaf installation these components can coexist on the same server or reside on separate servers The following sections describe how the core components function Passive Capture component The IBM Tealeaf Passive Capture Application PCA component is a network sniffer that captures the HTTP S request and response data
23. Windows Server 2008 system please verify that the following Role Services have been enabled for IIS7 through the operating system Static Content e Default Document ASP NET e NET Extensibility ISAPI Extensions e ISAPI Filters e IIS Management Console Supported browsers On each desktop that will access the IBM Tealeaf Portal one of the following Web browser versions must be installed e Microsoft Internet Explorer Web browser version 7 or later e Mozilla Firefox 9 or later e Google Chrome 17 or later IBM Tealeaf cxOverstat requires web browser support for HTML5 IBM Tealeaf Portal does not support access from mobile browsers See Logging in to the Tealeaf Portal in theIBM Tealeaf cxImpact User Manual If you have licensed IBM Tealeaf cxOverstat the list of supported browser versions is smaller as HTML5 support is required See cxOverstat Installation and Configuration in the IBM Tealeaf cxOverstat User Manual Keeping the operating system and software add ons up to date After you install IIS Net Framework and Microsoft SQL Server install the latest patches for each Some guidelines include e Before installing IBM Tealeaf CX and enabling IBM Tealeaf products run Windows Update to make sure all of the latest patches have been applied Run Windows Update until there are no more critical updates to apply Turn off Windows Update while installing and configuring IBM Tealeaf CX and the IBM Tealeaf pro
24. a command line to do silent installation or uninstall You create a ini file for the values that you want to configure You might use the file option to do multiple installs that have the same options This example shows the contents of a ini file that installs transport but not data collector portal processor or replay server uses the HBR transport and defines two servers COMMON TARGETPASS C Program Files Tealeaf CX INSTALLTRANSPORT YES INSTALLDATACOLLECTOR NO INSTALLPORTAL NO INSTALLPROCESSOR NO INSTALLREPLAYSERVER NO HBROPT ION 2 PROCSERVERLIST server1 server2 CXUNINSTALL FORCETOREMOVE NO REMOVEDATABASE 1 Tealeaf project GUIDs for unistall When you uninstall a Tealeaf product you must specify the project GUID The GUIDs for the Tealeaf projects are e CX 249E5938 69C9 4017 9C39 B7E53867F2E5 e Upgrader 173E74FF DFFA 49F3 8E4B AED9A4A492B8 e RIV 464592FF 2576 4A64 B2CB A0F57095DC5D e cxView 9DBE60C5 02E0 4601 A7A7 0C8A1C2DCC9E e cxVerify D1490BBD 1DDE 4772 936D 3640BFF43B67 e cxReveal 72D988CA 4F53 460A 8632 9543D8F10C92 e cxOverstat 7471B3BF CC11 42BE AC40 0C4E8455E0BO e cxMobile EFF86135 C1F6 481E BB6B EDF3BBF723DB e cxImpact 0962511C 1FBF 492P 9A6A BD732AAA1D7A e cxConnectWA B97DCE20 E3C9 443D AA21 E33E18980A5A e cxConnectVOC D33F5260 B354 487B 979D 9F420D10296A e cxConnectDA 9846E3C9 3457 4986 8C4F 9585C4FD7F3A Installing CX silently You can sil
25. about installing IIS see the appropriate Microsoft web sites and documentation 2 Determine what version of NET installed on your Windows Server IBM Tealeaf CX requires NET 4 5 3 If you do not have the required version of NET installed on your Windows Server install it from the Microsoft Developer Network 4 Enable the required NET framework features for the Application Development server role 5 Register IIS 6 Install SOL Server For information about installing SQL Server see the appropriate Microsoft web sites and documentation 7 Configure SQL Server to work with IBM Tealeaf See Software requirements in this guide for information about installing and using IIS and SQL Server with IBM Tealeaf Related concepts Software requirements on page 49 Setting up SQL Server to work with Tealeaf on page 69 Related information Microsoft site for installing IIS 7 L Microsoft site for SQL Server Installing NET framework In order to run IBM Tealeaf Portal you must install Microsoft NET framework and ASP NET IBM Tealeaf requires version 4 5 of NET framework Before installing NET framework e Make sure you have access to Windows Server documentation and the Microsoft Developer Network web site Microsoft Developer Network web site provides articles that help users install configure administer and use Microsoft products e Search the Microsoft Developer Network for articles and help on
26. any of the information you supply in any way it believes appropriate without incurring any obligation to you Licensees of this program who wish to have information about it for the purpose of enabling i the exchange of information between independently created programs and other programs including this one and ii the mutual use of the information which has been exchanged should contact IBM Bay Area Lab 1001 E Hillsdale Boulevard Foster City California 94404 U S A Such information may be available subject to appropriate terms and conditions including in some cases payment of a fee The licensed program described in this document and all licensed material available for it are provided by IBM under terms of the IBM Customer Agreement IBM International Program License Agreement or any equivalent agreement between us Any performance data contained herein was determined in a controlled environment Therefore the results obtained in other operating environments may vary significantly Some measurements may have been made on development level systems and there is no guarantee that these measurements will be the same on generally available systems Furthermore some measurements may have been estimated through extrapolation Actual results may vary Users of this document should verify the applicable data for their specific environment Information concerning non IBM products was obtained from the suppliers of those products the
27. authentication Single Sign On SSO Authentication IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 35 Portal configuration tasks continued Task Description Identifying additional severs to the Portal During the installation process reference information for any installed Reporting Server Replay Server Visitor Server and any Canister Servers s are inserted into the database for use by the Portal If there are other Tealeaf servers in the environment the Portal must be made aware of them See Managing Tealeaf Servers in the IBM Tealeaf cxImpact Administration Manual Creating user accounts for the Portal You can create user groups for the following Tealeaf products cxImpact For information see CX User Administration in the IBM Tealeaf cxImpact Administration Manual e cxView For information see cxView User Administration in the IBM Tealeaf cxImpact Administration Manual cxReveal For information see cxReveal User Administration in the IBM Tealeaf cxReveal Administration Manual Configure and define reporting mechanisms for the Portal Reporting mechanisms include Scorecards Scorecards are used to report in graphical or tabular format useful metrics on data captured by Tealeaf For more information on configuring scorecards see Configuring Scorecards in the IBM Tealeaf cxView User Manual Dashboards Dashboards can be used to
28. automatically acquire this new setting HTTP Compression Level The Compression Level to use for HTTP Compression Standard 5 is recommended Maximum 9 requires more processing power for an insignificant gain over Standard 5 compression IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 39 Virtual directory option definitions continued Option Description Update 404 Handlers Point all IIS 404 handlers to the 404Handler aspx page within this virtual directory This functionality is used by Browser Based Replay BBR to catch and replay to requests to the local machine that would normally result in a 404 Directory Permissions The following are the various directory permissions that this utility can set or update Table 40 Virtual directory option definitions Directory Description NET Framework Update directory permissions to the NET Framework directory of this virtual directory Virtual Directory Update directory permissions for this virtual directory Temp Chart Update directory permissions for the temp_chart directory of this virtual directory Environment Temp Update directory permissions for the Windows Temp directory as efined by the TEMP environment variable Q Windows Assembly IIS Temporary Compressed Files Update directory permissions for the Windows Assembly directory Update directory permissions for the IIS Te
29. be unique These objects should be unique For this reason Name value pairs In general the key to easy creation and management of accurate events is to create explicit name value pairs in your web data Generate unique and parsable field names Chapter 2 Planning the installation 61 62 Table 23 Objects in your web application that should be unique continued These objects should be unique Page URL paths For this reason Intentionally or accidentally many sites are designed with non unique URL paths URI stems to identify page locations This lack of uniqueness creates a challenge when analyzing a specific data point on a specific web page of the site An example URL path might be the following deposits moneymarket accountsetupStep2 jsp Where possible please observe the following guidelines Unless a coding security or other standard requires otherwise each viewable page should have a unique URL path which includes a distinct application directory structure defining the application section of the site and specific page in that application If unique URL paths are not permitted or feasible then a consistent request or response header request field response field or response text on all pages can perform the same function The application section of the site should define each section of the site on which a report could be delineated Regardless of technique for eac
30. being processed by the visitor In this case it is more appropriate to evaluate the dataset as separate sessions instead of as a single visitor centric session Session close events cause multiple sessions to contain the same TLTSID cookie Sessions closed by events are not fragmented sessions and cannot be merged back together In Advanced Mode session close events are configured using the JavaScript CloseSession function with a SessionCloseReason session property See Advanced Mode for Events in theIBM Tealeaf Event Manager Manual Chapter 5 Configuring IBM Tealeaf 117 118 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 6 Administering and managing IBM Tealeaf CX Administering IBM Tealeaf CX involves preparing monitoring and modifying the environment on which IBM Tealeaf solutions run The topics contained in this chapter describe how to administer and manage an IBM Tealeaf runtime environment Generally administering an installation environment involves performing well defined tasks periodically and regularly to ensure that IBM Tealeaf CX is running efficiently and functioning properly The information in this chapter pertains to administering and managing IBM Tealeaf CX specifically Information in this chapter does not supersede your site s administrative policies and procedures for administering databases storage servers and IT infrastructure in general Configuring IBM Tealeaf cycle services
31. for Voice of Customer e Tealeaf cxConnect for Web Analytics IBM Tealeaf cxConnect for Data Analysis allows users to integrate Tealeaf s rich customer experience dataset seamlessly with any business intelligence or reporting application to create a multi channel view of the customer for ongoing analysis For more information see Tealeaf cxConnect for Data Analysis IBM Tealeaf cxConnect for Voice of Customer allows you to seamlessly integrate Tealeaf s rich customer experience dataset with any VOC application Businesses use VOC technologies to understand the perspectives of and gather feedback from their online customers When trying to uncover why customers are providing specific feedback companies are able to use the integration with Tealeaf to review the actual experience of the individual users who provided feedback This visibility provides full context about the user s experience and their feedback to ensure that businesses can effectively refine their efforts For more information see Tealeaf cxConnect for Voice of Customer IBM Tealeaf cxConnect for Web Analytics allows you to seamlessly integrate Tealeaf s rich customer experience data set with any web analytics application to help uncover trends or anomalies such as a difference in conversion rates between two time periods or customer segments When integrated cxConnect for Web Analytics enable web analysts to see the actual customers behind these trends in order to investigate w
32. for the Reporting Server require a cold standby system or rapid rebuild replacement of an unavailable Reporting Server Note When deploying a failover Report Server you must also deploy a mirrored version of all Tealeaf databases Tealeaf cannot natively update two sets of databases in real time so you must schedule with your database administrator daily or otherwise periodic updates of your mirrored set of databases Cold standby In the cold standby scenario a second identical Reporting Server is inactive until needed If the active Reporting Server becomes unavailable the standby server can be quickly activated to assume the responsibilities of the failed server This method has the benefit of minimizing the period of time during which Tealeaf reporting data is unavailable to Tealeaf users However it incurs the overhead of maintaining a second Reporting Server that is not being used most of the time Note Care should be taken to ensure that changes to the configuration of the active server are also made to the standby server Chapter 2 Planning the installation 57 rs 2 4 Servel j Failover gm Rebuild Replace In the rebuild replace scenario a new server is provisioned to replace the failed Reporting Server This scenario requires installation and configuration of the hardware operating system and Tealeaf components This method has the benefit of incurring the overhead of a second server only as needed However Te
33. gt Ctree Server ctsrvr cfg The Canister directory is specified in Local Directory e Logs Typically Tealeaf components write logs to the Logs directory e Indexes To find the location of the indexes use the Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual See Configuring CX Indexing in the IBM Tealeaf CX Configuration Manual e Spool Log File directories are specified in TealeafCaptureSocket cfg file in the Tealeaf install directory The location is specified in the lt SpoolDir gt property value e Decouple IBM Tealeaf CX IBM Tealeaf CX Installation Manual Log File directories are specified in TealeafCaptureSocket cfg file in the Tealeaf install directory The location is specified in the lt LogDir gt property value If this value is commented out or unspecified the directory defaults to the Logs directory inside the Tealeaf install directory e Backup The Backup directories are specified in the lt BackupDirectory gt property in the following file lt Tealeaf_install_directory gt tools TLBackupCFG xml 3 Disable the following services on the IBM Tealeaf CX server to improve system performance e NNTP e FIP e SMTP Relay e Disk Indexing Preparing the network environment The network environment involves the network infrastructure including ports email administration and replay server Before you deploy IBM Tealeaf verify that your network infrastruct
34. how to determine what version of NET framework is currently installed e Make sure you have installed IIS There can be variations in the installation procedure for NET and ASP NET based the version of Windows Server you are running Also Microsoft provides more than one way to install NET and register it for use For example you can install and register NET framework via a command line or by using the Server Manager interface to add the required NET and ASP NET features Consult your Microsoft documentation and technical resources to determine which installation procedure suits your Windows Server configuration Chapter 3 Preparing to install the software 67 68 This procedure provides general guidelines only for installing NET Framework and enabling the role based functions required by IBM Tealeaf components and your SQL Server installation 1 Determine what version of the NET framework is installed on Windows Server Search the Microsoft Developer Network web site for articles on how to determine your NET framework version If the installed version of NET framework and ASP NET does not meet the version level required by IBM Tealeaf CX then you must install the required version 2 Install the NET framework There are multiple methods for installing the NET framework You can install NET framework using the Server Manager Interface e You can install NET framework using PowerShell Search the Microsoft Developer Ne
35. login screen is displayed 5 Login using the administrator account information provided to you by Tealeaf The Portal Administration page is displayed You have successfully logged into the Portal which means that the core web application is operational See Logging in as Admin in the IBM Tealeaf cxImpact Administration Manual Start the IBM Tealeaf Passive Capture Application See Installation in the IBM Tealeaf Passive Capture Application Manual When the PCA has been started you can verify that session data is being captured and processed through the Pipeline Status utility in the Tealeaf Management System See TMS Pipeline Status Tab in the IBM Tealeaf cxImpact Administration Manual See Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual Related concepts Topology variations on page 43 Traffic requirements The IBM Tealeaf CX Passive Capture Application requires a minimum of a bidirectional traffic stream or two unidirectional traffic streams containing all HTTP request and response traffic between your web application s and the visitor s browsers that interact with your web applications If the data stream coming into the IBM Tealeaf CX Passive Capture Application is not complete or clean you might get the erroneous impression that Tealeaf is not working correctly Basic traffic requirements To capture traffic the PCA needs to see the start of all TCP connections To allow
36. monitoring of a complete HTTP S conversation the PCA requires that the mirrored network traffic be of very high integrity and quality Any loss of critical network TCP packets can prevent the PCA from reassembling the TCP traffic into HTTP hits Lost TCP packets may result in Tealeaf sessions with missing pages partial pages or both In a worst case scenario the entire session may be unusable Chapter 4 Installing IBM Tealeaf 101 102 Check with your IT team to confirm if HTTP persistent connections have been enabled in the IT infrastructure Individual HTTP persistent connections may be used by multiple visitors to your web application and may be deployed by a load balancer such as an F5 network device a front end proxy such as an Akamai server or the web server itself HTTP persistent connections which can also be called HTTP keep alive or HTTP connection reuse are the idea of using the same TCP connection to send and receive multiple HTTP requests responses as opposed to opening a new one for every single request response pair The Passive Capture Application requires that it sees the start of all HTTP TCP connections If HTTP persistent connections are enabled then the PCA will not be able to reassemble hits from in progress connections Traffic stream The PCA requires a minimum of one bidirectional traffic stream or two unidirectional traffic streams containing all HTTP request and response traffic between the web a
37. not already done so set up your patch management directories In some instances customers are given instructions that are specific to a particular fix In such cases follow those instructions rather than the instructions documented here If you have questions about the procedure for applying a patch contact IBM Tealeaf Technical Support To install an IBM Tealeaf patch 1 Unzip the patch into the patch directory 2 Depending on the type of patch you might have to stop any Tealeaf service effected by the patch If you do not know whether you need to stop the Tealeaf service contact IBM Tealeaf Technical Support IBM Tealeaf CX IBM Tealeaf CX Installation Manual 3 Create a backup copy of the files that are being patched from the affected sever s and place the files in a backup directory Note Do not remove the corresponding files from inside the IBM Tealeaf install directory 4 Copy the files in the patch directory to the appropriate destination s inside the IBM Tealeaf install directory Keep the following things in mind when copying the patch files to the IBM Tealeaf Portal directory e Never leave copies of files in the directory or in any sub directories There should be only one copy of each file in the directory tree e When replacing a file in the Portal directory tree make the backup and then directly replace the file being patched Note In some cases you may be adding a new file to the directory
38. page 43 Related tasks Installing IBM Tealeaf CX on page 80 IBM Tealeaf products An IBM Tealeaf solution can consists of various IBM Tealeaf products IBM Tealeaf provides three distinct suites of products that address the different aspects of online Customer Experience Management All of these products are powered by the IBM Tealeaf CX platform IBM Tealeaf CX IBM Tealeaf CX Installation Manual Customer Behavior Analyses suite of products The IBM Tealeaf Customer Behavior Analysis products help businesses with their online customer experience The Tealeaf products in this suite are used for observing and analyzing the online behavior of customers as they interact with your web site Typically the customer behavior analysis products answer the why questions about you customer facing website For example e Why do more customers abandon the credit card application on the second step rather than the first step e Why are customers searching for products multiple times and still not adding items to the shopping cart Products in the Customer Behavior Analyses suite include e Tealeaf cxImpact e Tealeaf cxView e Tealeaf cxOverstat IBM Tealeaf cxImpact transforms the dataset captured by IBM Tealeaf CX into visually re playable and completely searchable customer sessions IBM Tealeaf cxImpact not only captures the page by page browser level recording of each customer session but also offers one click access to all of
39. rule Related concepts Windows pipeline privacy on page 20 Chapter 7 Troubleshooting 133 134 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 8 IBM Tealeaf documentation and help IBM Tealeaf provides documentation and help for users developers and administrators Viewing product documentation All IBM Tealeaf product documentation is available at the following website https tealeaf support ibmcloud com Use the information in the following table to view the product documentation for IBM Tealeaf Table 42 Getting help To view Do this Product documentation On the IBM Tealeaf portal go to gt Product Documentation Help for a page on the IBM Tealeaf Portal On the IBM Tealeaf portal go to gt Help for This Page Help for IBM Tealeaf CX PCA On the IBM Tealeaf CX PCA web interface select Guide to access the IBM Tealeaf CX PCA Manual Available documents for IBM Tealeaf products Use the following table to view a list of available documents for all IBM Tealeaf products Table 43 Available documentation for IBM Tealeaf products IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf Customer Experience Overview Guide IBM Tealeaf CX Client Framework Data Integration Guide IBM Tealeaf CX Configuration Manual IBM Tealeaf CX Cookie Injector Manual IBM Tealeaf CX Databases Guide IBM Tealeaf CX Event Manager Manual IBM Tealeaf
40. security on page 17 Testing privacy PCA privacy management also enables testing to identify and eliminate potential processing issues For example if you have a single page that requires encryption of a specific text sequence you can create a test to trigger that rule only when the page s URL appears in the URL section of the request buffer Privacy passes on evaluating any page that does not contain the URL resulting in a dramatic decrease in processing overhead The test for the request value is far less intensive than the processing of the entire response of the hit for a text sequence See PCA Web Console Rules Tab in the IBM Tealeaf Passive Capture Application Manual Windows pipeline privacy You can use session agents in the Windows pipeline to manage data privacy The Windows pipeline enables multi threaded processing multi instance processing and sequenced processing that can accelerate the testing and application of privacy rules However any data that is not cleansed in the Windows pipeline is passed through the IBM Tealeaf server system and can be monitored by system administrators and users By design the Windows pipeline executes individual session agents such as the Privacy session agent to manipulate session data via individual threads which enables better management of the processing In addition the Health Based Routing session agent enables the distribution of the pipeline data across multiple servers
41. support search and indexing In the following example the PCA is configured to capture IPv4 addresses only e REMOTE_ADDR and LOCAL _ADDR addresses are written in source IPv4 format e The new fields IPv6 REMOTE ADDR IPv6 LOCAL ADDR IBM Tealeaf CX IBM Tealeaf CX Installation Manual IPv6_SERVER_NAME e In this mode the source addresses are written in IPv6 format using the last eight digits in hexadecimal format with the leading five groups written as zeroes e Addresses are formatted with a prefix FFFF group for the concluding two groups which represent an IPv4 address in IPv6 hexidecimal notation This new format is used to identify an Pv4 address translated in the IPv6 format env values IPV6_XLAT False IPV6 False REMOTE_ADDR 10 10 20 105 LOCAL_ADDR 152 163 17 33 SERVER_NAME 152 163 17 33 IPV6_REMOTE_ADDR 0000 0000 0000 0000 0000 FFFF 0AQA 1469 IPV6_LOCAL_ADDR 0000 0000 0000 0000 0000 FFFF 98A3 1121 IPV6_SERVER_NAME 0000 0000 0000 0000 0000 FFFF 98A3 1121 When the above values are indexed IPv4 values are zero padded so that all IP addresses are of the same length For IPv4 addresses the last 4 groups are indexes to the last 4 words of the IPv6 index variable which enables range search on the IP address For more information about example searches see Example Advanced Searches Table 12 Examples of indexed values IPv4 translated to IPv6 address Index variable Index
42. switch to send a copy of network packets seen on one switch port or an entire VLAN to a network monitoring connection on another switch port This is commonly used for network appliances that require monitoring of network traffic such as an intrusion detection system IBM Tealeaf CX IBM Tealeaf CX Installation Manual Port mirroring on a Cisco Systems switch is generally referred to as Switched Port Analyzer SPAN some other vendors have other names for it e g Roving Analysis Port RAP on 3Com switches NETWORK TAP A network tap is a hardware device which provides a way to access the data flowing across a computer network In many cases it is desirable for a third party to monitor the traffic between two points in the network If the network between points A and B consists of a physical cable a network tap may be the best way to accomplish this monitoring The network tap has at least three ports an A port a B port and a monitor port A tap inserted between points A and B passes all traffic between A and B through unimpeded but also copies that same data to its monitor port This enables a third party to listen Network taps are commonly used for Tealeaf network intrusion detection systems VoIP recording network probes RMON probes packet sniffers other monitoring and collection devices and software that require access to a network segment Taps are used in security applications because they are non obtrusive are no
43. the supporting HTTP S request and response information for further technical analysis For more information see Tealeaf cxImpact IBM Tealeaf cxView gathers the rich customer experience dataset of IBM Tealeaf cxImpact and puts it into executive level dashboards scorecards and reports Additionally IBM Tealeaf cxView includes a powerful early warning system that makes use of algorithmic discovery to automatically determine which areas of your site represent struggle sources for visitors For more information see Tealeaf cxView IBM Tealeaf cxOverstat allows your company to e Identify problematic hotspots e Optimize page content e Improve form conversion rates IBM Tealeaf cxOverstat is a scalable enterprise solution capable of supporting massive high volume sites and is an add on product to the Tealeaf CX platform and cxImpact For more information see Tealeaf cxOverstat Customer Service Optimization suite of products IBM Tealeaf Customer Service Optimization products improve communication between a company s call center and its web operations for more effective customer service in multichannel environments You can use IBM Tealeaf Customer Service Optimization products to help customer service representatives understand the full context of a customer s online sessions by preserving online interactions Products in the Customer Service Optimization suite include Chapter 1 Overview 9 10 e Tealeaf cxReveal e Teale
44. then view the results through RTV Privacy is applied to request response and replay views in RTV See RealiTea Viewer Privacy Tester in the IBM Tealeaf RealiTea Viewer User Manual How data sessionization works Sessionization is analytic for measuring user behavior A sessionization operation consists of a group of interactions that take place on your web site during a certain time frame A sessionization operation identifies your web site visitors browsing sessions by storing recorded events and grouping them from each user based on the time intervals between each and every event IBM Tealeaf can utilize one of many different methods for tracking sessions in the captured web traffic Depending on the method deployed for your web application IBM Tealeaf provides an appropriate means of identifying individual sessions For purposes of rebuilding accurate and complete sessions this section lists the possible methods that can be deployed within IBM Tealeaf for sessionization The methods listed are in the order of desirability from an IBM Tealeaf perspective IBM Tealeaf CX IBM Tealeaf CX Installation Manual Data sessionization with IBM Tealeaf Cookie Injector IBM Tealeaf Cookie Injector is a lightweight utility installed on your web server or application server It issues HTTP cookies containing sequential unique identifiers IBM Tealeaf Cookie Injector is the preferred method for tracking sessions in IBM Tealeaf How IB
45. to the INSTALLDIR property if a value is not found in the registry For example C Program Files Tealeaf This parameter is used for installation only and is ignored by uninstall INSTALLPORTAL Whether to install the portal Valid values are e YES NO This parameter is a CX installation parameter INSTALLDATACOLLECTOR Whether to install the data collector Valid values are YES NO This parameter is a CX installation parameter INSTALLPROCESSOR Whether to install the processor Valid values are e YES NO This parameter is a CX installation parameter INSTALLREPLAYSERVER Whether to install the replay server Valid values are e YES NO This parameter is a CX installation parameter INSTALLTRANSPORT Whether to install the transport pipeline Valid values are a YES NO This parameter is a CX installation parameter HBROPTION Whether to install the HBR transport pipeline Valid values are 1 do not install HBR 2 install HBR This parameter is a CX installation parameter Chapter 4 Installing IBM Tealeaf 85 Parameter Description PROCSERVERLIST A list of servers that are spearated by a pipe For example SERVERNAME or SERVERNAME SERVERNAME2 This parameter is a CX installation parameter PORTALSERVER The portal server name This parameter is a CX installation parameter TMSSERVER The TMS serv
46. 2008 non R2 all Windows updates must be applied e Microsoft Windows Server 2012 64 bit If the system has more than 32GB of RAM then you must install an Enterprise version of one of the supported operating system versions For optimal performance Tealeaf software should be installed on dedicated hardware Tealeaf does provide limited support for virtual machine VM environments NET Framework requirements Tealeaf requires that Microsoft NET Framework be installed on all IBM Tealeaf IBM Tealeaf servers including the SQL Server system e General requirements Tealeaf supports NET Framework V 3 5 and NET Framework V 4 5 Tealeaf requires updating NET V4 that includes stability and security fixes e Database Server The following NET Framework requirements pertain to specific versions of SOL Server SOL Server 2012 V 35 SOL Server 2008 V 35 e Windows Server The following versions of Windows Server are compatible with this version of Tealeaf Chapter 2 Planning the installation 47 48 Windows Server 2008 Windows Server 2012 Note The default Windows Server installation also installs the NET Framework Please verify that the installed version is one of the versions supported by Tealeaf When you configure Windows Server you must register Net Framework with IIS to enable it to accept the IBM Tealeaf Role Services requirements for IIS 7 on Windows Server 2008 If you using IIS 7 for Tealeaf on a
47. 2123 4321 FDDA 12CD IPV6_LOCAL_ADDR FFFF FFFF FFFF FFFF FFFF FFFF FFFF FFFF Table 14 Examples of indexed values IPv6 only uncompressed Index variable Indexed value remote_addr empty local_addr empty tltstsipaddr empty ipv6 remote addr 1234 5678 90AB CDEF 2123 4321 FDDA 12CD ipv6 local addr FFFF FEFESFEFE FEFE FFEF FEFF EFFE FFEFR IPv4 translated into IPv6 address example In this example the PCA has been configured to translate IP addresses from IPv4 format to IPv6 format The configuration settings are both true IPV6 XLAT True IPV6 True The PCA translates the captured address to IPv4 format and inserts it into the REMOTE ADDR and LOCAL ADDR values These values are inserted as the last two groups in the IPv6 values in the env section IPV6 REMOTE ADDR and IPV6 LOCALADDR env values IPV6 XLAT True IPV6 True REMOTE ADDR 254 147 164 98 LOCAL_ADDR 254 103 237 38 IPV6_REMOTE_ADDR 0000 0000 0000 0000 0000 FFFF FE93 A462 IPV6_LOCAL_ADDR 0000 0000 0000 0000 0000 FFFF FE67 ED26 Table 15 Examples of indexed values IPv4 translated into IPv6 address Index variable Indexed value remote_addr 254147164098 local_addr 254103237038 tltstsipaddr 254103237038 ipv6 remote addr 0000 0000 0000 0000 00FE 0093 00A4 0062 38 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 15 Examples of indexed values IPv4 translated into IPv
48. 6 address continued Index variable Indexed value ipv6_local_addr 0000 0000 0000 0000 00FE 0067 00ED 0026 Search for IPv6 All search fields that are configured to search for IP addresses such as Client IP or Server IP Address can be used to search for addresses in IPv4 or IPv6 format Search through the Portal When searching through the portal for IP addresses specific search keyword fields are used The following table lists the search fields and the search keyword associated with the search field Table 16 Search fields and associated key words Search field Associated key word Client IP address ipv6 remote addr Server IP address ipv6 local addr Note If you have upgraded your IBM Tealeaf solution from a pre Release 8 4 build the Portal automatically checks the upgrade data and adjusts searching for the above search fields to use the appropriate search keyword using the legacy versions if the search dates include days before the upgrade was completed For more information on searching for IPv6 addresses through the Portal see Searching for IP addresses in the IBM Tealeaf cxImpact User Manual Search in RTV Through the RTV Search Builder you can construct searches for IP address fields using IPv4 or IPv6 format Configuring RTV search fields Before you search for IP addresses through RTV you must add the appropriate fields to your search templates to
49. BIN1 format Chapter 1 Overview 21 22 In the Windows pipeline this data format can be decoded into clear text using the Inflate session agent Later in the same pipeline the Privacy session agent can be inserted and privacy rules applied to the clear text version To perform privacy you create privacy rules in the same manner as any other text xml post or text xml response format For more information see Privacy Session Agent and Inflate Session Agent in the IBM Tealeaf CX Configuration Manual Related tasks Troubleshooting privacy performance in the PCA server on page 133 On demand privacy On demand privacy enables you to apply privacy to data that you wish to save for indexing for search and reporting purposes yet you do not want IBM Tealeaf users to see the sensitive data in clear text during replay Using the same methods of configuration privacy rules can be applied to data delivered through Search Server to IBM Tealeaf users requesting sessions for replay These privacy rules use the same mechanisms as the PCA and Windows privacy methods Privacy rules for replay can be deployed through the Search Server configuration For more information see Configuring the Search Server in the IBM Tealeaf CX Configuration Manual RTV Privacy Tester The IBM Tealeaf RealiTea Viewer includes an integrated Privacy Tester utility that enables you to apply a selected privacy configuration file to one or more sessions and
50. Consult Table 34 for a listing of Tealeaf component publications that include instructions for uninstalling Table 34 Uninstalling Tealeaf Components Documentation reference Component to uninstall Documentation IBM Tealeaf CX Databases IBM Tealeaf CX Database Guide IBM Tealeaf cxReveal IBM Tealeaf cxReveal Administration Manual IBM Tealeaf CX Passive Capture Application IBM Tealeaf CX Passive Capture Application IBM Tealeaf cxVerify IBM Tealeaf cxVerify Administration Manual IBM Tealeaf cxConnect for Data Analysis IBM Tealeaf cxConnect for Data Analysis Administration Manual Chapter 4 Installing IBM Tealeaf 107 108 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 5 Configuring IBM Tealeaf After you have installed IBM Tealeaf you must complete additional configuration tasks to fully prepare your runtime environment Configuring IBM Tealeaf components Depending on which IBM Tealeaf components you enabled you might need to configure services features and component functionality For a multi machine implementation configure all the machines before starting any of the IBM Tealeaf services You can find information about configuring IBM Tealeaf components in the IBM Tealeaf CX Configuration Manual Common configuration tasks include Configuring the System Timezone IBM Tealeaf requires that a single time zone be defined across all IBM Tealeaf serv
51. Control Panel from Windows a Select the option for System and Security and then select the option for System 3 Use the following table to record information Table 27 CX server space and memory information Element Expected Actual Notes RAM Chapter 3 Preparing to install the software 75 Table 27 CX server space and memory information continued Element Expected Actual Notes CPU Core Count Disk type space NIC card Related concepts Hardware requirements on page 52 File permission considerations The IBM Tealeaf installer program modifies permissions as required for the Portal Service Install IBM Tealeaf using the default Windows Server file permissions Other things to consider with regard to file permissions and installing IBM Tealeaf e You should not modify the Windows Server file permissions prior to installing IBM Tealeaf e You can look into modifying or restricting file permissions after you verify the IBM Tealeaf installation e If you modify or restrict file permissions after installing IBM Tealeaf and you determine that your changes have caused problems with IBM Tealeaf undo the file permission changes Note If your site requires you to change the default Windows Server file permissions when installing software contact IBM Tealeaf Professional Services so that they can assess whether the changes will impact the IBM Tealeaf installatio
52. If you are installing in Windows Server 2008 you might have to unblock files before the operating system permits them to run Right click the file and select Properties and deselect the Block option 5 Restart any services that you stopped as part of the patch process 6 If you are patching the IBM Tealeaf Portal you must complete the following additional steps a Restart the Tealeaf Data Service through the Windows Services Control Panel on the Portal Server b Perform an IIS reset at the command line of the Portal Server You are now ready to verify that the patch was applied successfully Be sure to check the logs for any error messages if one or more IBM Tealeaf components has been restarted See Portal Logs in the IBM Tealeaf cxImpact Administration Manual Chapter 6 Administering and managing IBM Tealeaf CX 125 126 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 7 Troubleshooting Use the information in this section to troubleshoot the IBM Tealeaf installation and configuration Using the IBM Tealeaf web application installation utility Use the IBM Tealeaf CX Web Application Installation utility to manually re install the IBM Tealeaf CX Portal and its web service with expanded supervision of the required permissions and component installation In most installations the IBM Tealeaf Portal Web Application is installed and configured automatically by the standard IBM Tealeaf CX install process Due
53. It is recommended to cycle the services on all Processing Servers Canisters and Report Servers once per day during off peak hours Cycling services alleviates the following issues e Space and memory issues On the Processing Server Canister services use a lot of memory At the end of the day memory that is used for the Short Term Canister can be highly fragmented and therefore less efficient Recycling the services results in a defragmentation of the Canister memory automatically and ensures consistent performance in the Short Term Canister e Residual data and information Cycling services flushes out any residual information about existing sessions and prepares the system for the next day e Health checks on the Long term Canister On the Processing Server cycling services process also runs scripts through TLTMaint exe to verify the integrity of the Long Term Canister By default the IBM Tealeaf Scheduling Service is configured to run a cycle services job on each IBM Tealeaf server at 12 30 AM local time All IBM Tealeaf servers can be cycled at the same time The Processing Servers and Reporting Servers are the most important servers to cycle on a daily basis If you deployed a Health Based Routing server in your system configure cycle services on the Processing Servers so that the HBR always has a Processing Server available to which to send hits Otherwise data may be lost For more information about HBR see Health Based R
54. M Tealeaf CX on page 4 Tealeaf CX silent installation uninstallation and upgrade 84 Tealeaf CX installation uses an install wizard that prompts you for information You can use a command line command to install CX instead of the install wizard When you use the command line you are not prompted for any information You can use silent install to do a fresh installation or an upgrade Silent installation types There are two ways to do a silent installation uninstallation and upgrade e Command and parameters specify all of the options and parameters on a command line You might specify all of the parameters on a command line if you are doing a one time installation or uninstall e Command and file specify the parameters and options in a file and call the file from the command line You might use the file option to do multiple installs that have the same options Silent installation command You use the setup exe command to silently install CX Silent uninstallation command You use the msiexec command to silently uninstall CX You must run this command as Administrator Silent upgrade command You use the setup exe command to silently install CX Parameters All property names and parameters are case sensitive This table lists and describes the parameters that you can set for silent installation IBM Tealeaf CX IBM Tealeaf CX Installation Manual Parameter Description TARGETPASS The path that is assigned
55. M Tealeaf Cookie Injector works For each request submitted to each hosting server the Cookie Injector examines the request for the cookie or cookies that it is configured to issue If the cookie is not present a set Cookie header is added to the response Things you should know about IBM Tealeaf Cookie Injector IBM Tealeaf Cookie Injector supports the injection of multiple cookies e IBM Tealeaf Cookie Injector can be configured to inject cookies into the request header for visibility by downstream IBM Tealeaf components e IBM Tealeaf Cookie Injector can also add a response header that identifies the name of the server so that this information is available in hits captured by a IBM Tealeaf Passive Capture Application server Because the Cookie Injector is designed specifically for the IBM Tealeaf CX platform it provides the best method for sessionization within IBM Tealeaf However since it requires installation of software within your web infrastructure it is an optional component of the platform Data sessionization in the CX Passive Capture Application server If for some reason you cannot install the IBM Tealeaf Cookie Injector the next best method for applying data sessionization is through the IBM Tealeaf Passive Capture Application As a best practice it is recommended to apply sessionization to captured data at the earliest possible juncture and before it reaches the Windows pipeline where processing loads may already be s
56. Server Network Configuration tab Make sure that TCP IP is enabled Highlight Protocols For MSSQLSERVER and ensure that TCP IP is Enabled If TCP IP is not enabled right click on TCP IP and change the setting to Enabled Configuring SQL Server 2008 for DATABASE Port 1433 Ensure that the TCP DYNAMIC PORTS is not enabled If the database has been configured using dynamic ports contact will again be needed with the local database administrator to have them disabled Related tasks Installing and configuring prerequisite software on page 66 Preparing the installation environment You must prepare your environment to accept the IBM Tealeaf installation Preparing the environment involves e Configuring IBM Tealeaf user accounts e Preparing the domain e Preparing the network environment e Configuring the network interface cards NICs Configuring IBM Tealeaf user accounts You need to assign proper authorization and permissions to individuals at your site who are to access IBM Tealeaf For more information on IBM Tealeaf cxImpact users and groups see CX User Administration in the IBM Tealeaf cxImpact Administration Manual For more information on IBM Tealeaf cxView users and groups see cxView User Administration in the IBM Tealeaf cxImpact Administration Manual Chapter 3 Preparing to install the software 71 72 For more information on IBM Tealeaf cxReveal users and groups see cxRevea
57. Tea Viewer is a win32 client used by the production support team and other users of IBM Tealeaf solutions to recreate problems or other issues by visually replaying the real user s interaction with the web application The user session is replayed step by step as it was recorded at the time the real end user conducted the session In addition the RealiTea Viewer also provides advanced search and correlation functionality for advanced causal factor isolation and problem diagnosis For more information about the IBM TealeafRealiTea Viewer see RealiTea Viewer RTV l in the IBM Tealeaf RealiTea Viewer User Manual The IBM Tealeaf Portal web application is served from the Tealeaf Server The IBM Tealeaf Portal can be served from over HTTP port 80 or HTTPS port 443 End user access to the IBM Tealeaf Portal is controlled via its native authentication system or by using Windows NT Authentication to administer groups and users on the Tealeaf Server machine Database access via the RealiTea Viewer can also be controlled using Windows NT Authentication see Access controls using Windows Domain Authentication In addition data query end user and administrative actions conducted via the IBM Tealeaf Portal and Viewer clients is logged to enable auditing of which end user requested and accessed what data see Access and change auditing Related concepts IBM Tealeaf overview on page 3 IBM Tealeaf CX on page 4 Topology variations on
58. Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 2 Planning the installation Planning for IBM Tealeaf before introducing its software into your enterprise information system helps ensure that the system you implement meets your needs This section describes how to plan for IBM Tealeaf including assessing your current environment and your business requirements Planning activities include e Learning about IBM Tealeaf installation topologies Many factors go into determining how to use the servers including traffic both hits sec and average page size count and type of events and amount of retained data By learning about the supported IBM Tealeaf installation topologies you will have a better understanding of which topology is best suited for your intended use of the product e Making sure your environment meets the hardware and software requirements required for your IBM Tealeaf solution e Determining your how to implement high availability for your IBM Tealeaf installation Installation topologies for IBM Tealeaf CX An installation topology is the physical and logical layout of interconnected servers on which IBM Tealeaf CX components are installed You can install IBM Tealeaf CX on a single server or across multiple servers The decision on which topology to implement depends your existing IT infrastructure the volume of data to be captured and your IBM Tealeaf design and usage model If you are unsure about
59. Tealeaf services IBM Tealeaf provides a services for various types of functionality Review information in the following sections to learn about these services IBM Tealeaf services common to all machines Avoid using the Windows Services Control Panel to stop and start IBM Tealeaf services Whenever possible use the shortcuts that are inserted into the Start menu Chapter 1 Overview 11 Table 2 IBM Tealeaf services common to all machines Service Name Description Tealeaf Management Server Provides management for Tealeaf components for that machine TLMgmtsrv exe Tealeaf Search Server TLSrchsrv exe Provides session search capabilities through a TCP IP network IBM Tealeaf processor machine services Processor machine services include Canister Manager Canister Server Session Indexer and Transport Service Table 3 IBM Tealeaf Process Machine Services Service Name Description Tealeaf Canister Manager TLCanMgr exe This service manages and monitors a set of sub processes If one of the sub processes quits unexpectedly the Canister Manager attempts to restart the service Note To stop and restart the Canister Manager use the Start menu shortcuts under the IBM Tealeaf CX Portal heading The Start menu shortcut executes CanSvcs exe which manages the flow of hits into the canister and spooling operations Using the Windows Services Control Panel to stop and start the Canister Manager may cause data loss
60. ables an instance of Inflate session agent deployed in the Windows pipeline can perform the insertions The Inflate session agent is included in the default Windows pipeline and guarantees the data to be inflated for subsequent processing by the remainder of the pipeline and other Tealeaf components When the Inflate session agent is deployed in the pipeline no further configuration is required For more information see Inflate Session Agent in the IBM Tealeaf CX Configuration Manual For information about deploying session agents in the pipeline see TMS Pipeline Editor in the IBM Tealeaf cxImpact Administration Manual Internationalization support for Portal Through the Portal you can configure locale settings for individual users and groups for language time zone and currency formatting For more information see Configuring Locale Settings in the IBM Tealeaf cxImpact Administration Manual Table 9 lists the portal pages that do not support native locale languages Table 9 Portal pages not supported for translation Page Name Menu Description Portal Tealeaf gt Portal Page for configuring IBM Tealeaf servers user Management Management administration and administration level settings For more information see Managing Tealeaf Servers in the IBM Tealeaf cxImpact Administration Manual Tealeaf Tealeaf gt TMS Centralized facility for managing Management configurations for IBM Tealeaf servers and Syste
61. abling of events If you do not currently have a designated IBM Tealeaf administrator enter a valid email address and update after the installation is completed Processing Servers Use this page to configure the Processing Server Select the server name or IP address of the Tealeaf processing server Canister If you want to add another server enter the server name or the IP address of the server and click Add You can also select a server from the list and click Remove to delete the server from the list Ready to Install the Program Use this page to install IBM Tealeaf CX using the configuration from the previous settings Chapter 4 Installing IBM Tealeaf 83 7 At the Ready to Install the Program page click Install The installer installs IBM Tealeaf CX with the specified configuration settings The display updates the status of the installation 8 When the Installation Complete screen is displayed click Finish You have successfully installed IBM Tealeaf CX You are now ready to enable your IBM Tealeaf solution Enabling your IBM Tealeaf solution involves running setup exe files for the products that you have licensed and installing and configuring the Passive Capture Application server For information on how to install the Passive Capture Application server see the IBM Tealeaf CX Passive Capture Application PCA Manual Related concepts IBM Tealeaf CX component architecture on page 5 IB
62. af cxVerify IBM Tealeaf cxReveal makes use of the core functionality of the Tealeaf CX platform session replay and search and packages it into a simple user interface for efficient use by customer service representatives sales associates and marketing personnel Using one click retrieval users have instant access to both live and historical customer sessions from any existing CRM solution For more information see Tealeaf cxReveal IBM Tealeaf cxVerify preserves a record of online customer interactions on a website or mobile device It helps online businesses maintain highly reliable records for dispute resolution fraud investigations and audit and compliance purposes IBM Tealeaf cxVerify provides a thorough accurate snapshot of entire customer sessions to maintain a permanent record of customer online interactions and transactions For more information see Tealeaf cxVerify Customer Experience Integration suite products The IBM Tealeaf Customer Experience Integration products provide seamless integration with other business applications including business intelligence web analytics and voice of customer solutions As the only solution capable of capturing all the data about online customers Tealeaf s rich customer experience dataset is critical to successful cross channel analysis and web site optimization Products in the Customer Experience Integration suite include e Tealeaf cxConnect for Data Analysis e Tealeaf cxConnect
63. agent see Inflate Session Agent in the IBM Tealeaf CX Configuration Manual Related concepts PCA support for IPv6 on page 32 Processing server Session data containing IPv6 addresses is passed through the Processing Server without interruption These hits are processed and stored transparently Indexing and search services have been updated to support IPv6 as described in the following sections Indexing for IPv6 During the indexing process most values in the env section of the request are indexed including the IP address values For more information on indexing in general see Configuring CX Indexing in the IBM Tealeaf CX Configuration Manual Indexing for IPv4 During the indexing process the indexer reviews and normalizes the remote_addr local addr referrer and T1tStsIPaddr values that are IP address Normalization for IPv4 involves e Zero padding all octets so that each is three digits e Removing the dots between octets so that the remaining value is a string of twelve digits Chapter 1 Overview 35 36 For example an IPv4 address of 1 12 123 4 is normalized as 001012123004 for indexing purposes Note Values in the appdata section of the request that contain IP addresses are indexed as text values instead of IP addresses Searching for IPv4 addresses through the Portal requires entering the IP address in the above normalized format For more information see Search through the Portal In
64. al Example of encrypting data you can configure the HTML output to enable IBM Tealeaf to encrypt the data In our example above the generated HTML might look like the following Your Social Security No is lt TLTENB gt 123 12 1234 lt TLTENE gt For IBM Tealeaf users who do not have the appropriate permissions to view this data the output looks like the following Your Social Security No is lt TLTENB gt G CCECGC lt TLTENE gt To enable this privacy rule additional configuration is required See Privacy Session Agent in the IBM Tealeaf CX Configuration Manual Enabling prebuilt rules In the privacy configuration IBM Tealeaf provides a number of pre configured privacy rules which can be modified and enabled to meet the requirements of your application For more information modifying prebuilt rules see Privacy Session Agent in the IBM Tealeaf CX Configuration Manual Related concepts Web application development considerations on page 58 Managing multiple levels of data security If multiple levels of encryption are required you can add more bracketing comments with each set representing a different security level For example Chapter 1 Overview 17 Your Social Security No is lt TLTTrustStandardB gt lt TLTTrustSilverB gt lt TLTTrustGoldB gt 123 12 1234 lt TLTTrustGoldE gt lt TLTTrustSilverE gt lt TLTTrustStandardE gt If the examples of b
65. aleaf reporting data is unavailable to Tealeaf users for a longer period than in the cold standby method If a new server can be made available within an acceptable period of time this method may be appropriate Note Statistical data is retained on the Processing Server for a period of 72 hours before it is discarded As long as a replacement server is provisioned within this period no data is lost Example High availability configuration Example Resilient Tealeaf Installation below depicts a Tealeaf installation with the following characteristics Two primary capture servers each with a failover slave server A primary and standby HBR server e Three processing servers An active and a cold standby processing server Cold Standby Repocing Server Namal gt Praha Flow Figure 5 Example Tealeaf failover configuration Web application development considerations 58 There are things you should consider when building or reviewing your web applications for use with IBM Tealeaf Generally Tealeaf acquires most of its data from the real time HTTP data stream between your web servers and the client computers Upon capture Tealeaf parses this text data in order to IBM Tealeaf CX IBM Tealeaf CX Installation Manual e organize hits into the related session e detect user defined event patterns e generate indices for searching e create reports e replay the sessions All of these functions require clear easi
66. ame value pairs in response data In the response inserting name value pairs as HTML comments near the top of the response makes them efficient to find and easy to read for the analyst Provide server errors If possible pass server errors in the response Please provide some mechanism to identify application servers that are generating errors or exceptions In Tealeaf events can be created to monitor errors passed in the response which enables the reporting of them Identify language dependent or frequently changing text using HTML markup Tealeaf can monitor user visible error messages in your web site which provides useful insight into customer behavior and web application friction points Depending on the web application its error messages may frequently change as well Tealeaf events can be configured to track errors by detecting the text of the error messages in the response data However this approach can result in a high overhead to maintain events when error messages are frequently changed This overhead is compounded on multi lingual sites where the number of events affected by a change is equal to the number of changed error messages multiplied by the number of languages supported by the site To minimize event maintenance you can identify frequently changing text such as error messages with some HTML markup such as an ID or name attribute Table 23 Objects in your web application that should
67. an one Processing Server that must be highly available Smaller Tealeaf installations might not require an HBR Server Smaller installations typically have low data volumes requiring a single Processing Server only The HBR Server manages the distribution of incoming session data among the available Processing Servers HBR monitors the health of the Processing Servers and if one of them becomes unavailable stops sending data to that server and redistributes the incoming data across the remaining servers When the unavailable server becomes operational again the HBR server resumes sending data to it Functionally the HBR Server is a Tealeaf Processing Server without a local canister A Windows machine is dedicated to running the Tealeaf Transport Service It polls each Processing Server for availability and spooling status The HBR Server runs a Tealeaf pipeline that includes the HBR session agent This agent performs the following functions e Monitor the availability of downstream processing servers If a machine is unavailable or is spooling data then HBR reallocates its traffic to other available Processing Servers e Distribute the incoming captured data amongst the available processing servers e Spool incoming data in the event that no processing servers are available or the available servers cannot deal with the volume of incoming data between them Since the HBR Server performs a central data management and distribution role i
68. anister 106 Uninstalling IBM Tealeafi 107 Chapter 5 Configuring IBM Tealeaf 109 Configuring IBM Tealeaf components 109 Configuring Portal settings 110 Configuring the IBM Tealeaf system fine zone 112 Configuring IBM Tealeaf data objects 112 Accessing the Event Manager to configure data objects sk e amp BD Configuring Tele dimensions eos amp 2 114 Creating deviations so e y 116 Configuring sessionization settings 4 a VE ER 116 Configuring session timeout settings 116 Changing top level domains 117 Configuring session close events 117 Chapter 6 Administering and managing IBM Tealeaf CX 119 Configuring IBM Tealeaf cycle services 119 Backing up and restoring IBM Tealeaf session data 120 Creating a shutdown script in Windows 120 Resetting IBM Tealeaf system service stop times 121 Updating user agent files s a 121 Installing the most up to date version of the fixed user agent file BrowsCap csv 122 Installing the most up to date version of the mobile user agent file WURFL csv 122 Managing and installing IBM Tealeaf patches 123 How IBM Tealeaf patches work 123 Managing IBM Tealeaf patches 123 Installing IBM Tealeaf patches 124 Chapter 7 Troubleshooting 127 Using the IBM Tealeaf web application insati on
69. ant to block at the PCA server include e Visitor account number e Social Security numbers e Credit card information In addition to preventing access to customer sensitive information you can use PCA privacy management tools enable to encrypt customer sensitive data which can then be decrypted at a later time in the process Blocking or encrypting data on the PCA using privacy rules ensures that the rest of the IBM Tealeaf system does not ever have plain text access to customer sensitive data that belongs to visitors of your web site Chapter 1 Overview 15 16 How to decide if implementing privacy on the PCA server is the right thing to do Implement PCA privacy if you want to e Block private data e Encrypt private data that must recalled later e Drop traffic that does not need to be captured e Drop the response or body of unnecessary hits Note By default the PCA is configured to sanitize all user input data from form fields for security purposes If needed you can disable this setting with the PCA Web Console and manage data privacy for fields on an individual field basis This sanitization is managed through the TextBlockURLFields action configured by default in Rule 1 See PCA Web Console Rules Tab in the IBM Tealeaf Passive Capture Application Manual Performance implications of PCA privacy Because the PCA processes each hit in real time consider limiting privacy processing as much as possible If the PCA is bu
70. arameter is a CX installation parameter PORTALSERVER The portal server name This parameter is a CX installation parameter TMSSERVER The TMS server name This parameter is a CX installation parameter MAILSERVER The mail server name This parameter is a CX installation parameter REPORTDBSERVER The report database server name This parameter is a CX installation parameter REPORTDBPORT The report database port number This parameter is a CX installation parameter REPDBLOCATION The report database location Valid values are e 1 Local e 2 Remote This parameter is a CX installation parameter Chapter 4 Installing IBM Tealeaf 95 Parameter Description REPDBINSTALL Whether to install the report database Valid values are 0 do not install 1 install This parameter is a CX installation parameter CANISTERDIR The Cannister directory path This parameter is a CX installation parameter SQLDATA The SQLDATA directory path SQLDATA directory Path must be specified if REPDBLOCATION 2 installed on Remote machine otherwise Report Database installation will fail This parameter is a CX installation parameter SPOOLDIR The Spool directory path This parameter is a CX installation parameter DATACOLLECTOR The remote data collector host name of IP address This parameter is a CX installation paramet
71. arrange multiple reporting components into a single page For more information on configuring dashboards see Configuring Dashboards in the IBM Tealeaf cxView User Manual e Tealeaf Status report Tealeaf Status report delivers status information on the Portal and other components of the Tealeaf system For more information on configuring the Tealeaf Status report see Tealeaf Status Report in the IBM Tealeaf cxImpact Administration Manual Search and List Templates Search and List Templates can be configured to enable specific search fields for specified groups For more information on configuring search templates see Configuring Search Templates in the IBM Tealeaf cxImpact Administration Manual For more information on configuring reports see Report Configuration in the IBM Tealeaf cxImpact Administration Manual The following are examples or Portal announcement messages Chapter 5 Configuring IBM Tealeaf 111 Stage Proof of Concept Stage Proof of Concept State Functional Notes This system is intended to demonstrate Tealeaf capabilities only This system should not be used for any functions other than demonstrating system functionality For more information contact your Tealeaf administrator From the Portal menu select Help gt Contact Tealeaf Administrator Stage Development Stage Development State Functional Notes This system is under construction Users may experience problems usi
72. ata such as credit card details or site passwords in the HTTP response Instead you can echo this type of data in the response after the visitor has encountered an error such as a credit card authorization error to assist the visitor in completing the transaction Note Some industry standards expressly limit the transfer of this data in the response For example the Payment Card Industry PCI Data Security Standard permits the presentation of the first six or the last four digits of a credit card number only Tealeaf can be configured to block this data However this configuration is expensive in terms of processing and may be complicated to successfully complete Chapter 2 Planning the installation 59 As a best practice develop your Web application such that Tealeaf s blocking of sensitive data is only necessary within the HTTP request If sensitive data is appropriately bracketed in the HTML responses generated by your web application Tealeaf includes some pre built privacy rules that automatically block or encrypt the data Note To utilize these pre built rules as they are configured by default you must bracket sensitive data in your HTML responses with specific comment tags Pop up windows Since client side pop ups and client side validation do not involve any communication with the web server they cannot be tracked using Tealeaf s IBM Tealeaf Passive Capture Application If you need to track these types of client side
73. ation for the Transport Pipeline Default Transport Pipeline No HBR Select this option for an environment with a single Processing Server HBR Transport Pipeline w HBR Health Based Routing can be installed with the Transport Service In multi Processing Server environments HBR can be deployed to manage load balancing and failover between Processing Servers The Transport Service receives data to process on a machine separate from the web server to avoid burdening the web server with additional tasks Master Management Server Use this page to specify the name or IP address of the Master Management Server In most configurations the Master Management Server is the server on which you install the IBM Tealeaf Portal If you install everything including Portal on the same machine then the Master Management Server is localhost Ina multiserver topology where Portal is installed on a different machine but all of the other components are installed locally then when prompted you must enter the name or IP address of the machine where Portal is installed Each machine that is subordinate to the Master Management Server must know the name of the master machine from which it can acquire its configuration information The installer presents a prompt asking if you want to configure the Tracking service If you click Yes you are presented with the Tracking Service configuration panel Chapter 4 Installing
74. ation server and to begin sending hits to the IBM Tealeaf appliance 2 Verify the IBM Tealeaf CX Passive Capture Application is handling traffic a Click the Summary tab b Scroll and check Filtered traffic c Verify that kbytes sec is greater than zero Filtered traffic kbytes sec If non zero packets are being dropped because they exceed the max size limit In a healthy production system you might also see something like this 104 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Instance Compound Statistics ID Status Descripton 0 075 The percentage of alien packets E 0 false If true reassd cannot keep up with listend a 0 006 The percentage of dropped packet connections a 0 1 The percentage becoming unidirectional traffic a 0 65 hits sec The rate reassd is currently reassembling non SSL hits E 0 false lf true encountered Diffie Hellman SSL EH 0 0 02 The percentage of aged connections a 0 Okeys sec Missing SSL keys sec a 0 2312kbytes sec Filtered traffic kbytes sec g 0 Opackets if non zero packets are being dropped because they exceed the max size limit Verifying system traffic As part of system start up verify that Tealeaf is processing traffic Verifying system traffic involves checking the pipeline status To verify system traffic 1 If you have not already done so log into the Tealeaf Portal 2 From the menu bar select Tealeaf gt TMS 3 Click the Pipeline Status tab 4 From the Pipeline Sta
75. cts you can use them to verify aspects of system operation IBM Tealeaf CX IBM Tealeaf CX Installation Manual Accessing the Event Manager to configure data objects To configure Data objects you must access the Event Manger To access the Event Manager 1 Login to the Portal using the admin account 2 From the Portal menu select Configure gt Event Manager 3 The Events tab of the Tealeaf Event Manager is displayed From the Events tab you can e Configure the Login ID to be searchable e Remap components to reference session attributes Configuring the Login ID to be searchable As part of the set of provided data objects IBM Tealeaf includes a hit attribute and an event for detecting the Login ID displayed in your web application You must configure data objects to detect the Login ID A hit attribute is used to define the patterns in request or response data that demarcate an element of data that you wish to track through an event An event is triggered by a condition In this case the condition is the presence of the Login ID hit attribute When this hit attribute is detected the event is fired which stores the Login ID value as the first session attribute Login ID IBM Tealeaf supports the creation of up to 64 session attributes A session attribute is a session level variable that can be populated and updated based on events To enable these data objects you must configure them to detect the Login ID s that are p
76. d a completion message displays on the screen Post installation tasks After you complete your installation specify a backup strategy recovery model and log file compression settings Post installation database tasks Depending on the database environment required for your installation you might need to perform some post installation database tasks Decide which database tasks you need to perform 98 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 32 Database task reference Task Description For more information see Installing the If you elected to not install the databases through Using Tealeaf Database Manager in the database the Tealeaf Installer you should install them as IBM Tealeaf Databases Guide soon as you can Loading the event definitions If you have installed databases individually and one of them includes the System database you must install or reinstall the event definitions through the Tealeaf Database Manager Installing Tealeaf Databases in the IBM Tealeaf Databases Guide Implementing a database backup strategy The Tealeaf databases should be regularly backed up During installation backup scripts are automatically generated for use in the Tealeaf installation tree Database Backup Strategy in the IBM Tealeaf Databases Guide Setting recovery model and logging levels Tealeaf recommends using the Simple database recovery model and compressing lo
77. d data accordingly e RealiTea Viewer Chapter 1 Overview 27 For more information see RealiTea Viewer Replay View in the IBM Tealeaf RealiTea Viewer User Manual e Tealeaf Event Manager For more information see Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual e CX Browser Based Replay For more information see CX Browser Based Replay in the IBM Tealeaf cxImpact User Manual e Extended Privacy Session Agent For more information see Extended Privacy Session Agent in the IBM Tealeaf CX Configuration Manual e Event evaluation For more information see Configuring the CX Canister in the IBM Tealeaf CX Configuration Manual Configuring internationalization support for the IBM Tealeaf Passive capture application You can configure encoding types and enable international request variable support for IBM Tealeaf Passive capture application Configuring encoding types for IBM Tealeaf Passive capture application You can configure encoding types for IBM Tealeaf Passive capture application Make sure you have access to the IBM Tealeaf Passive Capture Application Manual By default the PCA is configured to assume that all captured traffic is encoded in ISO 8859 1 format To enable a character encoding other than the default 1 Open the Web Console For more information see Passive Capture Configuration via Web Console in the IBM Tealeaf Passive Capture Application Manual 2 Click the Pipeli
78. d data stream Native and PCA server 73 Chapter 3 Preparing to install the software Table 26 Opening Ports continued 2 Change Port way Origination Destination port Description 5597 Y Report Server Canister Y Communications between Portal and ctree session database on Canister 8080 Y IBM Tealeaf CX PCA Y PCA Status and configuration program or server or 8443 administrator s desktop 19000 Y Search Server IBM Tealeaf CX N Searches and retrieves sessions via TCP IP Server 20000 Y Portal Server Tealeaf Tealeaf N Communication for retrieving and sending Management System Management configurations of Tealeaf servers components on all servers except System on all and databases PCA server servers except PCA server 23000 Y Portal Tealeaf databases N Tealeaf Data Service 38000 Y Portal Replay Server N Replay Server 2 Configure email requirements Most organizations configure email systems to accept email at a particular machine such as smtp company com or maill company com To support IBM Tealeaf CX email requirements a Configure the SMTP receiving computer to accept mail for the IBM Tealeaf CX server Verify that the IBM Tealeaf CX server can resolve the SMTP server name and that the SMTP server can be pinged from the IBM Tealeaf CX server The SMTP port between the IBM Tealeaf CX server and the SMTP server must be opened throug
79. data backup without taking real time processing off line The archiving component copies and maintains saved sessions and their associated indexes At the end of each operational day it copies the saved sessions and indexes to specified drive locations on the Storage Server Upon expiration sessions and indexes can either be automatically deleted or saved off to cold storage The Reporting component of the storage server consists of Report Data Collector services which collect the Processing component aggregated values and populate the reporting database and the Portal Web Application the user interface Chapter 1 Overview 7 8 Normally the Archiving and Reporting sub components are kept together but for optimum efficiency they may be placed on separate machines for high volume sites User clients The IBM Tealeaf cxImpact solution includes two user clients e IBM Tealeaf Portal e IBM Tealeaf RealiTea Viewer A stand alone application that can be deployed to Tealeaf users The IBM Tealeaf Portal is a real time web based console that provides a centralized workspace for the production support team to identify size and diagnose issues impacting business critical web applications as well as a tool for administrators to manage the overall health of IBM Tealeaf solutions It offers a real time view of user activity searching capabilities and reporting functionality to provide rapid awareness and problem resolution The Reali
80. dditional installation For information about Browser based replay See CX Browser Based Replay in the IBM Tealeaf cxImpact User Manual 4 Perform post installation tasks and product configuration tasks for you single server solution 5 Start the IBM Tealeaf CX solution and verify that it is operational Obtaining installation files You can obtain IBM Tealeaf products from Passport Advantage in either electronic downloadable or physical DVD format For more information on Passport Advantage visit the web site at http www 01 ibm com software passportadvantage Copyright IBM Corp 1999 2014 79 Follow your site s standards and procedures for saving software product files to your environment Installing IBM Tealeaf CX 80 Install IBM Tealeaf CX before installing any other IBM Tealeaf product Make sure the operating system hardware and software requirements have been met and that you have completed all tasks to prepare for the installation Verify that you have access to a Windows user account with administrator permissions The IBM Tealeaf CX installer includes panels for setting up databases If you plan on setting up databases during the installation make sure your user account has the authorization to set up databases Make sure you have obtained the installation files for IBM Tealeaf CX and that you have access to the directory in which the installation files reside The IBM Tealeaf CX installer ga
81. de you with the information needed to authenticate with the database Chapter 3 Preparing to install the software 69 Table 25 Configuring SQL to work with Tealeaf A reference table continued Things to do Notes Configure SQL Server Consumption The following instructions are a guideline Consult your Microsoft SQL Server documentation or articles from the MSDN for specific instructions 1 From the SQL Server Management Studio right click on the top most entry and select Properties Confirmation that the instance of SQL Server isn t set up to consume more than 50 of the server s RAM is required Note If you do not configure the server consumption rate SQL Server consumes all of the allocated server memory icc pap aT General FA Memory Processors Server memory options F y Secunty aa AK ee E oseese de es cescesessasece ses Connections bs m am Database Settings 22 Adv anced Minimum server memory fin MB Permissions fo Maximum server memory in MB 2048 Other memory options Index creation memory in KB 0 dynamic memory o Minimum memory per query n KB Server ho 4 TEALOANERPOC Connection TEALOANERPOC Acmirestrator 7 View connection propesties Modify the Maximum Server Memory to be half of the System RAM available to the system per the available System Memory Click OK Note This does not automatically change the memory allocations
82. dexing for IPv6 If a hit is an IPv4 hit the indexer populates the env IPv6 fields with IPv4 equivalents In the IPv6 address the last two groups are the hexidecimal equivalent of the IPv4 address and the first 6 groups are all set to be zeroes as shown in the following example REMOTE_ADDR 152 163 17 33 IPV6_LOCAL_ADDR 0000 0000 0000 0000 0000 FFFF 98A3 1121 Using this example the indexer adds the following IPv6 related value as a search keyword ipv6_remote_addr To retain backward compatibility and for legacy purposes the fields remote_addr local addr and tltstsipaddr are indexed if the addresses are IPv4 values Additionally Pv4 addresses are spread across more groups as shown in the following example Source Item Data IPV6_LOCAL_ADDR request variable 0000 0000 0000 0000 0000 FFFF 98A3 1121 ipv6_remote_addr index variable 0000 0000 0000 0000 0098 00A3 0011 0021 By splitting the data in the final two groups into four different data values it is possible to enable searching across data ranges through the Portal and RTV See Search for IPv6 IPv4 translated to IPv6 address example For indexing purposes the PCA inserts IPv4 addresses in a new standards based format that is compatible with IPv6 This data insertion in the request enables IBM Tealeaf indexing and search to operate with minimal changes while supporting both IP formats Note These address formats are used internally by IBM Tealeaf to
83. ducts Windows updates might restart your server automatically and that might cause problems during the installation IBM Tealeaf CX IBM Tealeaf CX Installation Manual Consult with your IT team before turning off Windows Update to make sure it is OK Related tasks Identifying available resources on page 65 Installing NET framework on page 67 Software requirements Make sure your installation environment meets the software requirements documented here Required software components Install the following software components in the sequence in which they are listed prior to running IBM Tealeaf CX installer Note If you have already installed some or all of these components please install the remaining components and run the command listed below these items 1 Internet Information Services IIS World Wide Web Server version 6 or version 7 If you are installing IIS into Windows Server 2008 you must assign a minimum set of Role Services to IIS For more information see Role Services requirements for IIS 7 on Windows Server 2008 in Operating system requirements on page 47 If you are running the IBM Tealeaf CX solution on a multi CPU server hosting multiple web applications create a new application domain that is assigned to IBM Tealeaf only When it is assigned to a single domain the application can use an entire CPU or core for its purposes thus enhancing performance The IBM Tealeaf CX solution can be i
84. e e PCA Build 3500 or later IBM Tealeaf CX IBM Tealeaf CX Installation Manual In PCA 3500 or later the default failover method is to use even distribution which automatically redistributes traffic from a failed delivery peer evenly across the remaining delivery peers in the environment Set the Delivery Mode to Even Distribution PCA Build 34xx or earlier The PCA can be configured to recognize failures in delivery targets and then to failover to secondary targets Set the Delivery Mode to Failover Note This method is supported for legacy purposes and may be deprecated in a future release For either method each PCA must have at least two delivery targets a primary and secondary If the connection to the primary target is lost the PCA begins to send traffic to the secondary peer in Failover mode or to all remaining peers in Even Distribution mode See PCA Web Console Delivery Tab in the IBM Tealeaf Passive Capture Application Manual High availability Processing servers A IBM Tealeaf cxImpact installation includes one or more Processing Servers depending on the volume of data to be captured Among other functions the Tealeaf Processing Server is responsible for the following e event processing e alerting e indexing of captured data e storage of captured data To protect against failure of one or more of these Processing Server functions additional capacity should be configured Additional capacity can b
85. e Application server machine The server used for passive capture must meet the following hardware requirements e Dual processor quad core Intel quad core Xeon processor at 2 8 GHz or better for total of 8 cores minimum e 3 network interface cards NIC each card with 1 Gigabit Hard drive space according to sizing Hard drive speed SAS or SCSI hard drive with 15ms access time and 7200rpm drive speed Related tasks Identifying available resources on page 65 Recording machine identities on page 66 Checking server requirements on page 75 User account requirements IBM Tealeaf user accounts include account permissions NT authentication and Passive Capture Application accounts Account permissions As a recommended best practice give any account used by a Windows based IBM Tealeaf service Local System permissions on the server IBM Tealeaf CX IBM Tealeaf CX Installation Manual Using non local system accounts for running IBM Tealeaf software is not supported Running IBM Tealeaf services with permissions other than Local System permissions might cause problems such as failures to connect write errors and unexpected time outs NT authentication When NT authentication is enabled for the IBM Tealeaf system IBM Tealeaf services must run under an NT domain account with appropriate privileges See Authentication in the IBM Tealeaf cxImpact Administration Manual Additional configuration may b
86. e IBM Tealeaf Passive Capture Application Manual Data privacy and IBM Tealeaf CX As IBM Tealeaf CX captures and processes data the private or personal information of the people who visit your web site can be changed masked or removed IBM Tealeaf has three points of privacy management where it can change mask or remove private or personal information Each point of privacy management has distinct features uses and best practices associated with it Information in the following sections describe how privacy is handled in each privacy management area of the IBM Tealeaf system Note IBM Tealeaf and the IBM Tealeaf CX system do not host or otherwise manage the personal data of visitors to your web application During implementation and usage of IBM Tealeaf you must determine how to comply with any local privacy laws that apply Seek guidance from your own counsel on privacy law compliance Data privacy and Web application development Data privacy in IBM Tealeaf can have implications on web application development at your company IBM Tealeaf can block or encrypt data in the request or response However there are a number of good practices in web application development that may facilitate management of data privacy Fields that have been encrypted using privacy rules in the IBM Tealeaf Passive Capture Application or Windows pipelines cannot be decrypted in the Portal These encrypted fields can be decrypted only during replay
87. e by reading the Max Ctree Bytes size from the Registry Every time that it starts up it can modify the spacer file size that is based on these settings e Checks Canister size and files to index e Checks database version e Begins checking tables that are defined in the TLTMaint cfg IBM Tealeaf CX IBM Tealeaf CX Installation Manual If you want to skip the check of these tables you can comment these out in TLTMaint cfg On bad Canister shutdowns data files might be corrupted An attempt is made to salvage the data file Runs CanTrim e Checks the CanTrim setting to see whether it is the right time and day to start CanTrim is enabled through TMS See Configuring the CX Canister in the IBM Tealeaf CX Configuration Manual Troubleshooting privacy performance in the PCA server Sometimes privacy actions can prevent the PCA from processing hits in real time You can address performance related issues in the PCA that are caused by privacy actions by doing the following 1 Move all non sensitive privacy rules into the Windows pipeline downstream See Windows Pipeline Privacy in this guide for more information 2 Redesign your privacy rules to eliminate regular expressions 3 Experiment with the Stop Processing flag if only one occurrence in a page requires blocking 4 Create Tests for your CPU intensive rules based on URL or other unique data identifier in the request so only relevant hits are processed by the privacy
88. e case sensitive This table lists and describes the parameters that you can set for silent installation Parameter Description TARGETPASS The path that is assigned to the INSTALLDIR property if a value is not found in the registry For example C Program Files Tealeaf This parameter is used for installation only and is ignored by uninstall INSTALLPORTAL Whether to install the portal Valid values are e YES NO This parameter is a CX installation parameter INSTALLDATACOLLECTOR Whether to install the data collector Valid values are e YES NO This parameter is a CX installation parameter INSTALLPROCESSOR Whether to install the processor Valid values are e YES NO This parameter is a CX installation parameter 94 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Parameter Description INSTALLREPLAYSERVER Whether to install the replay server Valid values are e YES NO This parameter is a CX installation parameter INSTALLTRANSPORT Whether to install the transport pipeline Valid values are e YES NO This parameter is a CX installation parameter HBROPTION Whether to install the HBR transport pipeline Valid values are 1 do not install HBR 2 install HBR This parameter is a CX installation parameter PROCSERVERLIST A list of servers that are spearated by a pipe For example SERVERNAME or SERVERNAME SERVERNAME2 This p
89. e in the form of additional servers or additional resources within each server If one of the processing servers fails the additional capacity configured allows the remaining servers to assume the load of the failed server For multi Processing Server environments an HBR Server can be deployed to monitor Processing Server health and load balancing For more information see HBR Server In a single Processing Server environment excess capacity should be available within the Processing Server Each Processing Server monitors the health of its own Canister which stores session data for Active and Completed sessions If the Canister is temporarily unavailable or if the server is falling behind in processing data may be spooled locally until the situation is resolved Depending on whether you are using Health Based Routing failover of the Processing Servers is handled in one of two ways Chapter 2 Planning the installation 55 56 HBR Server Tealeaf supports Health Based Routing within Tealeaf software for data transports to multiple Processing Servers HBR enables load routing based on Canister health and failover in multi Processing Server configurations The Health Based Routing HBR server distributes incoming captured data across multiple Processing Servers The HBR server monitors the health of the Processing Servers in the system so it is recommended that an HBR server be configured in any Tealeaf installation with more th
90. e required See Database Manager SQL Server Access and Permission Requirements in the IBM Tealeaf Databases Guide Passive Capture Application PCA accounts The IBM Tealeaf PCA runs on the Linux operating system During PCA installation the ctccap account is created which is used for running all PCA services Installation in the IBM Tealeaf Passive Capture Application Manual Related tasks Configuring IBM Tealeaf user accounts on page 71 High availability considerations Before you install IBM Tealeaf consider the implications of making the system highly available In order to provide uninterrupted service Tealeaf allows highly available configurations of its capture and processing platforms The main objective of making Tealeaf highly available is to protect against data loss or the inability to capture data which results in data loss Note For IBM Tealeaf protecting against the temporary unavailability of already captured data is not a primary objective of a high availability The high availability features of IBM Tealeaf cxImpact may be considered from the perspective of the main IBM Tealeaf cxImpact functional components The functional components will be considered in the order that captured data passes through them Each section addresses one of the main functional units of a IBM Tealeaf cxImpact installation The order of data flow through these components is as follows Passive Capture Application server
91. eaf CX components you can remap the session attributes to reference this data Table 37 lists the components that may use these session attributes and where you may be able to configure them Table 37 Components and session attributes Documentation on IBM Tealeaf CX Component Description of Use Changing IBM TealeafcxImpact In IBM TealeafcxImpact See TEM Session Attributes these attributes can be Tab in the IBM Tealeaf Event created and defined in the Manager Manual Tealeaf Event Manager to track session based information captured by events See TEM Events Tab in the IBM Tealeaf Event Manager Manual Session attribute data can be captured to dimensions for use in reporting See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide Configuring Tealeaf dimensions You can configure predefined dimensions to track contextual information about the activities of visitors to your web application These predefined dimensions are the e URL The URL dimension identifies the URL of the hit host The host dimension identifies the host of your web application e application The application dimension identifies the application name e server The server dimension identifies the name of the server hosting your application When configured properly values for these dimensions are captured in the Tealeaf pipeline and periodically logged to the database Using the Tealeaf Event Manager you can map values f
92. ealeaf identifier since the browser does not include www sitel com in the first request to www site2 com Cross domain sessions may be stitched together if there is a known value present in the session when it jumps from one domain to the next Possible solutions 1 You could add functionality to your Web applications to forward the TLTSID cookie value into the other domains to which the TLTSID cookie itself cannot be submitted by the browser You could use JavaScript to set TLTSID cookies into the browser s cookie cache for the other domains 2 Ifa query parameter is inserted into the URL that can be searched and evaluated when the visitor exits one domain and enters the other the session fragments may be stitched together using the TLSessioning session agent For example you could submit the TLTSID value in the query string of requests to other domains and modify the Web applications to consume that TLTSID query string value and to set a TLTSID cookie with that value from the Web or application servers See Tealeaf Sessioning Session Agent in the IBM Tealeaf CX Configuration Manual Configuring session close events You can configure Tealeaf events to close a session if an event condition is met For example suppose a visitor is using an application to manage multiple customer accounts in a single session You can define a session close event to close the session whenever the Close Account screen is reached for each customer that is
93. ealeaf products are still installed This parameter is a CX uninstall parameter REMOVEDATABASE Whether to remove the database Valid values are 0 do not remove the database e 1 remove the database This parameter is a CX uninstall parameter SOURCEFILEPATH The location of ini file that contains the list of properties for the install If no value is assigned the installer ignores this property TRACKINGHOST The server where the Tracking service is installed Default is localhost During an upgrade you can specify this parameter only if the tracking service is not already installed TRACKINGPORT The port that the Tracking service will use Default is 9001 During an upgrade you can specify this parameter only if the tracking service is not already installed TRACKINGSERVICECONFIGURE Enable or disable the Tracking services Valid values are 0 disable tracking service e 1 default enable tracking service During an upgrade you can specify this parameter only if the tracking service is not already installed DBUPGRADEOPTION Whether to upgrade the database Valid values are 1 upgrade the database 2 do not upgrade the database During an upgrade all other parameters are ignored Chapter 4 Installing IBM Tealeaf 87 Silent installation or uninstall file You can set the parameters for installation and uninstall in a file and call that file from
94. ealeaf_install_directory gt NativeMobile SDK See Overview of CX Mobile Configuration in the IBM Tealeaf CX Mobile Administration Manual Related tasks Preparing the network environment on page 73 Tealeaf CX silent installation uninstallation and upgrade Tealeaf CX installation uses an install wizard that prompts you for information You can use a command line command to install CX instead of the install wizard When you use the command line you are not prompted for any information You can use silent install to do a fresh installation or an upgrade Silent installation types There are two ways to do a silent installation uninstallation and upgrade Chapter 4 Installing IBM Tealeaf 93 e Command and parameters specify all of the options and parameters on a command line You might specify all of the parameters on a command line if you are doing a one time installation or uninstall e Command and file specify the parameters and options in a file and call the file from the command line You might use the file option to do multiple installs that have the same options Silent installation command You use the setup exe command to silently install CX Silent uninstallation command You use the msiexec command to silently uninstall CX You must run this command as Administrator Silent upgrade command You use the setup exe command to silently install CX Parameters All property names and parameters ar
95. ed e IPV6 REMOTE ADDR ORIG e IPV6 LOCAL ADDR ORIG e IPV6 SERVER NAME ORIG Example IPV6 XLAT True IPV6 True REMOTE ADDR 254 147 164 98 LOCAL_ADDR 254 103 237 38 SERVER_NAME 254 103 237 38 IPV6_REMOTE_ADDR 0000 0000 0000 0000 0000 FFFF FE93 A462 IPV6_LOCAL_ADDR 0000 0000 0000 0000 0000 FFFF FE67 ED26 IPV6_SERVER_NAME 0000 0000 0000 0000 0000 FFFF FE67 ED26 IPV6 REMOTE ADDR ORIG FE80 0000 0000 0000 020B DBFF FE93 A462 IPV6 LOCAL ADDR ORIG FE80 0000 0000 0000 0213 72FF FE67 ED26 IPV6 SERVER NAME ORIG FE80 0000 0000 0000 0213 72FF FE67 ED26 IPV6 REMOTE ADDR ORIG Contains the original IPv6 address for the REMOTE ADDR before it is translated IPV6 LOCAL ADDR ORIG Contains the original IPv6 address for the LOCAL ADDR before it is translated IPV6 SERVER NAME ORIG Contains the original IPv6 address for the SERVER NAME before it is translated Data insertions into the request IPv4 format If the PCA detects IPv4 addresses the following fields are inserted in the request IPV6 XLAT False IPV6 False REMOTE ADDR 10 10 20 105 LOCAL ADDR 152 163 17 33 SERVER NAME 152 163 17 33 IPV6 REMOTE ADDR 0000 0000 0000 0000 0000 FFFF 0A0A 1469 IPV6 LOCAL ADDR 0000 0000 0000 0000 0000 FFFF 98A3 1121 IPV6 SERVER NAME 0000 0000 0000 0000 0000 FFFF 98A3 1121 For indexing purposes the IPv4 source addresses are converted into an IPv6 format and inserted into the following destination variab
96. ed value remote_addr 010010020105 local addr 152163017033 tltstsipaddr 010010020105 ipv6 remote addr 0000 0000 0000 0000 000A 000A 0014 0069 ipv6 local addr 0000 0000 0000 0000 0098 00A3 0011 0021 IPv6 only compressed example In the following example the IP addresses are submitted as IPv6 only The legacy fields generated by the indexer remote addr local addr and tltstipaddr are therefore blank env values IPV6 XLAT False IPV6 True REMOTE ADDR fe80 20b dbff fe93 a462 LOCAL ADDR fe80 213 72ff fe67 ed26 IPV6 REMOTE ADDR FE80 0000 0000 0000 020B DBFF FE93 A462 IPV6 LOCAL ADDR FE80 0000 0000 0000 0213 72FF FE67 ED26 Table 13 Examples of indexed values IPv6 only compressed Index variable Indexed value remote addr empty local addr empty titstsipaddr empty ipv6 remote addr FE80 0000 0000 0000 020B DBFF FE93 A462 Chapter 1 Overview 37 Table 13 Examples of indexed values IPv6 only compressed continued Index variable Indexed value ipv6_local_addr FE8 amp 0 0000 0000 0000 0213 72FF FE67 ED26 IPv6 only uncompressed example In this example all IP addresses are in uncompressed IPv6 format The legacy index fields are thus blank env values IPV6_XLAT False IPV6 True REMOTE_ADDR 1234 5678 90ab cdef 2123 4321 fdda 12cd LOCAL_ADDR ffff ffff ffff ffff ffff ffff ffff ffff IPV6_REMOTE_ADDR 1234 5678 90AB CDEF
97. el machine names are acceptable However DOMAIN LEVEL MACHINE NAMES ARE NOT ACCEPTABLE Recording the identities can help you manage the installation process and administer the machines post installation if necessary Use the following table as a worksheet for recording machine identities Table 24 Server names and IP addresses Machine name Server name IP address optional Notes Passive None Capture server CX server None SQL server The SQL server can be separate box HBR server The HBR server is rarely needed Consult with Tealeaf services personnel to determine if your environment configuration requires an HBR server Report In most cases the Report server server and CX server are the same servers SMTP server This is the server that IBM Tealeaf uses for alerts Related concepts Hardware requirements on page 52 Installing and configuring prerequisite software 66 Before you install and configure IBM Tealeaf CX you must install and configure the prerequisite software The task flow for installing and configuring prerequisite software is 1 Install Microsoft IIS The IBM Tealeaf Portal will not work without IIS installed It might be that you already have IIS installed and you just need to verify that it is installed Make sure that the Startup Type for IIS is set to Automatic IBM Tealeaf CX IBM Tealeaf CX Installation Manual For information
98. enable searching for addresses See IP address field configuration in the IBM Tealeaf RealiTea Viewer User Manual Searching for IP addresses through RTV See Searching for IP addresses in the IBM Tealeaf RealiTea Viewer User Manual Example Advanced Searches The following searches can be configured using advanced search methods In the Portal you can specify these types of searches in the All Text search field e In RTV these searches are specified through the Advanced Search Builder tab Chapter 1 Overview 39 Table 17 Examples of advanced searches for IPv4 To look for IPv4 address Enter the following in an IPv4 address field 10 10 20 100 ipv6_remote_addr contains 270000 0000 0000 0000 000A 000A 0014 0064 IP s between 10 10 20 100 thru 10 10 20 200 ipv6_remote_addr contains 270000 0000 0000 0000 000A 000A 0010 0010 0014 0064 00C8 IP s between 10 10 20 100 thru 10 50 20 200 ipv6_remote_addr contains 270000 0000 0000 0000 000A 000A 0032 0020 0064 00C8 Table 18 Examples of advanced searches for IPv6 To look for IPv6 address Enter the following in an IPv6 address field FE80 0000 0000 0000 020B DBFF FE93 A462 ipv6_remote_addr contains FE80 0000 0000 0000 020B DBFF FE93 A462 IP s between FE80 0000 0000 0000 020B DBFF FE93 A462 thru FE80 0000 0000 0000 020B DBFF FE93 FFFF ipv6 remote addr contains FE80 0000 0000 0000 020B DBFF FE93 A462 FFFF
99. eneral procedure for installing the most up to date version of the mobile user agent file WURFL csv is 1 If you do not have the most up to date version of WURFL xml download the latest version from http wurfl sourceforge net 2 Convert WURFL xm1 to WURFL csv Install WURFL csv to lt Tealeaf_Install_Directory gt system w 4 Restart the IBM Tealeaf transport service IBM Tealeaf CX IBM Tealeaf CX Installation Manual For detailed instructions about how to prepare WURFL csv for use with IBM Tealeaf see Maintenance for CX Mobile in the IBM Tealeaf CX Mobile Administration Manual Managing and installing IBM Tealeaf patches IBM Tealeaf provides automated tested and documented software upgrades to ensure you have the most up to date features and functions However if the product development team at IBM Tealeaf discovers a problem with a product or component before a scheduled upgrade it might release a fix to the problem in the form of a software patch Software patches contain fixes to problems that can be applied without having to perform a product upgrade Information in the topics that follow explain how to acquire manage and install IBM Tealeaf software patches Instructions in the topics that follow apply to IBM Tealeaf Portal and its components Instructions in the topics that follow do not apply to the following IBM Tealeaf components e IBM Tealeaf CX Passive Capture Application e IBM Tealeaf CX UI
100. ently install CX from the command line by specifying the parameters or by calling a file that has parameter values in it You silently install when you do not want to go through the installation prompts for example if you want to automate nightly installations Before you do a silent installation you must identify the parameters and values that you want to specify on the command line or in the ini file that you want to use for installation 1 Log in to the server where you want to install CX 88 IBM Tealeaf CX IBM Tealeaf CX Installation Manual 2 Optional To silently install CX from the command line without a ini file enter the setup exe installation command and the parameters on the command line For example to specify a new Tealeaf installation folder and install transport but not data collector portal processor or replay server use the HBR transport and define two servers you might use this command C src current Installations TealeafCX_MSI PROJECT_ASSISTANT TealeafCx DiskImages DISK1 setup exe s v qn TARGETPASS C Program Files Tealeaf INSTALLTRANSPORT YES INSTALLDATACOLLECTOR NO INSTALLPORTAL NO INSTALLPROCESSOR NO INSTALLREPLAYSERVER NO HBROPTION 2 PROCSERVERLIST server1 server2 After the installation is complete a completion message displays on the screen 3 Optional To silently install CX with a ini file enter the setup exe installation command and specify the ini file For example you created a s
101. er FORCETOREMOVE Whether to force the uninstall Default value is NOValid values are YES uninstall CX even other Tealeaf products are still installed e NO Default do not Uninstall CX if any Tealeaf products are still installed This parameter is a CX uninstall parameter REMOVEDATABASE Whether to remove the database Valid values are 0 do not remove the database 1 remove the database This parameter is a CX uninstall parameter SOURCEFILEPATH The location of ini file that contains the list of properties for the install If no value is assigned the installer ignores this property TRACKINGHOST The server where the Tracking service is installed Default is localhost During an upgrade you can specify this parameter only if the tracking service is not already installed 96 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Parameter Description TRACKINGPORT The port that the Tracking service will use Default is 9001 During an upgrade you can specify this parameter only if the tracking service is not already installed TRACKINGSERVICECONFIGURE Enable or disable the Tracking services Valid values are 0 disable tracking service 1 default enable tracking service During an upgrade you can specify this parameter only if the tracking service is not already installed DBUPGRADEOPTION Whether to upgrade the database Valid values are
102. er name This parameter is a CX installation parameter MAILSERVER The mail server name This parameter is a CX installation parameter REPORTDBSERVER The report database server name This parameter is a CX installation parameter REPORTDBPORT The report database port number This parameter is a CX installation parameter REPDBLOCATION The report database location Valid values are e 1 Local e 2 Remote This parameter is a CX installation parameter REPDBINSTALL Whether to install the report database Valid values are 0 do not install 1 install This parameter is a CX installation parameter CANISTERDIR The Cannister directory path This parameter is a CX installation parameter SQLDATA The SQLDATA directory path SQLDATA directory Path must be specified if REPDBLOCATION 2 installed on Remote machine otherwise Report Database installation will fail This parameter is a CX installation parameter IBM Tealeaf CX IBM Tealeaf CX Installation Manual Parameter Description SPOOLDIR The Spool directory path This parameter is a CX installation parameter DATACOLLECTOR The remote data collector host name of IP address This parameter is a CX installation parameter FORCETOREMOVE Whether to force the uninstall Default value is NOValid values are e YES uninstall CX even other Tealeaf products are still installed NO Default do not Uninstall CX if any T
103. ers in the system For some IBM Tealeaf operations such as searching the time zone may change the meaning of parameters such as today or yesterday Among other features this system wide time zone is used as the basis for determining when scheduled reports are executed and delivered Configuring the Alert Service This service manages execution and delivery of event based alerts You can configure this service to send email messages depending on threshold values defined for the event or Top Mover Configuring the Transport Service The Transport component is responsible for accepting hits from the Capture Server performing a series of pipeline operations and then delivering the hit to the Processor component Configuring the CX Canister After installation you may need to perform additional configuration of the IBM Tealeaf CX Canister for single server or multi server installations Configuration settings can be used to deploy the Canister and indexing functions across multiple servers or you can install multiple Canisters on the same machine or across multiple machines Configuring CX Indexing A session index is a database that stores the locations of meaningful words and fields in each session Because an index does not contain all text from each session it can hold a large quantity of session information in a single file Configuring the Report Server The Report Server consists of the Portal Web Application the databases and
104. es are configured through the Pipeline Editor See TMS Pipeline Editor in the IBM Tealeaf cxImpact Administration Manual Sessioning session agent The Sessioning session agent can be added to your Windows pipeline to create a session identifier When this session agent is invoked it scans specified request field values for a matching session identifier For example in the session agent configuration if you specify to look for JSESSIONID KSESSIONID and LSESSIONID as the sessioning parameters the session agent first looks for JSESSIONID and then KSESSIONID and so on If a match is found is the request variables the session agent applies a hash to create a 32 byte value that is inserted as the TLTSID value in the request This method of sessionization is considered inferior to sessionization on the PCA because it burdens the pipeline and occurs later in the data evaluation process For more information see Sessioning Session Agent in the IBM Tealeaf CX Configuration Manual Tealeaf sessioning session agent For special situations the Tealeaf Sessioning session agent can be deployed in your Windows pipeline to sessionize off specific user data in the request The data on which to sessionize is not limited to an HTTP Cookie For example you can perform sessionization based on a table lookup This lookup examines one of 65 536 available buckets where hashes are stored and applies the hashes stored in the bucket until the session ident
105. escription Tealeaf Replay Server TLReplaySrv exe Receives hit data from the capture device does common hit processing data deletion inflating compressed data reference and more IBM Tealeaf user accounts IBM Tealeaf user accounts include account permissions NT authentication and Passive Capture Application accounts The user accounts are described in the following sections Account permissions Accounts used by a Windows based Tealeaf service should be given Local System permissions on the server Note IBM Tealeaf does not support using non local system accounts for running IBM Tealeaf software Running IBM Tealeaf services using permissions other than Local System permissions might cause problems such as failures to connect write errors and unexpected time outs NT authentication When NT authentication is enabled for the IBM Tealeaf system IBM Tealeaf services must run under an NT domain account with appropriate privileges See Authentication in the IBM Tealeaf cxImpact Administration Manual Chapter 1 Overview 13 14 Additional configuration might be required See Database Manager SQL Server Access and Permission Requirements in the IBM Tealeaf Databases Guide Passive Capture Application accounts The IBM Tealeaf Passive Capture Application runs on the Linux operating system During PCA installation the ctccap account is created which is used for running all PCA services See Installation in th
106. essing Server Data Center 2 PCA server and Processing Server Data Center 3 PCA server and Processing Server Operations Center Storage Server is configured to store session and index archives on SAN The Portal Web application is also deployed on the Storage Server 44 IBM Tealeaf CX IBM Tealeaf CX Installation Manual The Report Server is deployed on the SQL Server farm Additional Processing Servers can be deployed if the data volumes exceed the capacity of a single Processing Server Each Processing Server is configured to store sessions for the current day The aggregate reporting data is stored in the Report Server deployed on the SQL farm Using the Portal and IBM Tealeaf RealiTea Viewer Tealeaf users are presented a single unified view of live activity monitoring search session replay and reporting across all Processing and Storage server instances All in one Prescribed Architecture Separate Portal Transport Crister Indexer Tealeaf Workstation Standalone DB Lapip Figure 4 Deployment Variations Chapter 2 Planning the installation 45 46 The distributed architecture of the Tealeaf solution also permits the prescribed architecture to be modified to meet varying data volume network architecture and business requirements Related concepts IBM Tealeaf CX component architecture on page 5 Related tasks Verifying system startup on page 99 Verifying sy
107. fTrustGold users the number appears as several signs Output Your Social Security No is lt TLTTrustGoldB gt GCCGCEG lt TLTTrustGoldE gt TealeafTrustSilver example If only the Gold and Silver groups are permitted to see the email address then following the example Gold users must also be included in the Silver security group Example HTML Your Email Address is lt TLTTrustSilverB gt test example com lt TLTTrustSilverE gt When the response is viewed by a Gold or Silver user the user sees the actual email All non Gold or Silver users see the email address as several signs Output Your Email Address is lt TLTTrustSi 1 verB gt GCCGCCECCECEEEG lt TLTTrustSilverE gt 18 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Steps for enabling multiple levels of security The following is a general approach to enabling multiple levels of data security in IBM Tealeaf after applying the above standards in your web application You are likely to need to modify these steps to meet your enterprise requirements 1 Create IBM Tealeaf user groups for each type of security to employ In the above example you might create the following groups e TealeafTrustStandard e TealeafTrustSilver e TealeafTrustGold Note If you are using tiered levels of security clearance then users with the highest level of clearance must be included in all of the lower levels 2 Bracket all sensitive data w
108. for superior load balancing IBM Tealeaf CX IBM Tealeaf CX Installation Manual The Windows pipeline does not restrict the number of instances of a session agent so you can create sequenced processing One instance of the Privacy session agent can execute an action to manipulate a value in the hit and then another session agent downstream can act on the result of the first privacy rule Sequenced processing enables sophisticated post processing of hit data The following types of privacy actions should be handled in the Windows pipeline e Moving data values into the request buffer from the response buffer for event triggering e Concatenating existing values e Postprocessing request or response values Blocking data that IBM Tealeaf users should not see while enabling IBM Tealeaf administrators to access it e General listing manipulation or other alterations of data values in the hit For information about CX Pipeline Configuration designing privacy in the Privacy Session Agent and the Extended Privacy Session Agent see the IBM Tealeaf CX Configuration Manual Potential security risks of Windows pipeline privacy When hits arrive faster than the Windows pipeline can process them those hits are spooled to temporary files on the disk drive Spooling hits to a disk drive might present a security risk as potentially sensitive information in those hits becomes accessible to employees Although spooled data is deleted after the hi
109. g files for the Tealeaf databases Database Sizing in the IBM Tealeaf Databases Guide Setting the file path on a remote SQL Server If you installed the SQL Server data files on a remote server you must validate the file path to these files All data files are in a single location on one server In this case you must specify the path after installation completes In the registry update the following value with the correct location of the files HKLM gt Software gt Tealeaf Technology gt Datastore gt ReportServer gt MSSQL Data All data files are in multiple locations on the remote server During database upgrades that manipulate these files you must run the Tealeaf Database Installer in Advanced mode For each database the file paths must be verified and specified on the Filegroups tab Verifying system startup After you complete the installation process and configure the components on the respective servers you can start IBM Tealeaf CX The procedure for verifying system startup vary depending on the server topology of your IBM Tealeaf installation environment This section provides instructions for e Verifying system start up for single server topology e Verifying system start up for a multi server topology Related concepts Topology variations on page 43 Verifying system start up for single server topology After you complete the installation process and configure the components
110. ger files Package Confirmed Yes or No Packages for Red Hat Enterprise Linux 5 OS bash 3 1 16 1 coreutils 5 97 12 1 el5 expat 1 95 8 8 2 1 gawk 3 1 5 14el5 gdbm 1 8 0 26 2 1 glibc 2 5 18 libgcc 4 1 2 14 el5 libstdc 4 1 2 14 el5 libxml12 2 6 26 2 1 2 perl 5 8 8 10 zlib 1 2 3 3 Packages fore Red Hat Enterprise Linux 6 bash 4 1 2 3 e16 1686 coreutils 8 4 9 e16 i686 gawk 3 1 7 6 e16 i686 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 21 Required Red Hat Package Manager files continued Package Confirmed Yes or No glibc 2 12 1 7 el6 i686 libgcc 4 4 4 13 e16 i686 libstdc 4 4 4 13 e16 1686 libxm12 2 7 6 1 e16 i686 libicudata so 38 Provided with the Tealeaf rpm libicuuc so 38 Provided with the Tealeaf rpm openssl 1 0 0 4 e16 i686 perl 5 10 1 115 e16 i686 zlib 1 2 3 25 el6 i686 Packages for SUSE 10 bash 3 1 24 14 compat libstdc 5 0 7 22 2 coreutils 5 93 22 14 gawk 3 1 5 18 2 gdbm 1 8 3 243 2 glibc 2 4 31 30 libgcec 4 1 2_20070115 0 11 libxml2 2 6 23 15 2 zlib 1 2 3 15 2 Software requirements for the Processing server The server used for processing capture data must meet the following software requirements Microsoft Windows Server 2008 64bit Administrator rights on the server e Net 3 51 or newer installed and registered IIS Installed S
111. gt HBR server gt Processing servers gt Reporting server The relative positions of these components can be described as being upstream or downstream of each other In this sense the IBM Tealeaf Passive Capture Application server is upstream of the HBR Server The Reporting Server is downstream of the Processing Servers Chapter 2 Planning the installation 53 54 Typically an upstream component is responsible for monitoring the health of the component immediately downstream from itself This document assumes that the reader is already familiar with the architecture of a IBM Tealeaf cxImpact installation High availability CX Passive Capture Application server The Tealeaf IBM Tealeaf Passive Capture Application Server PCA server is responsible for the extraction of HTTP requests and responses from raw TCP IP network data An HTTP request response pair is combined to form a hit and hits are sequenced into sessions based on defined criteria such as the value of a session cookie The PCA server can also decrypt encrypted data and obscure or destroy sensitive data such as credit card numbers In a IBM Tealeaf cxImpact solution there is at least one PCA server In high volume solutions additional PCA servers may be deployed PCA device failover The Tealeaf Passive Capture software supports failover and failback between primary and secondary Passive Capture devices If a Tealeaf PCA server fails the data being captured b
112. h any intervening firewalls Note It is recommended that you identify a Tealeaf administrator with a valid reachable email address before you begin the installation process 3 Configure the replay service The replay server manages replay of sessions You can configure the replay server to access replay of sessions or disable interactive services detection a Enable Replay server access to the web application For more information see Configuring the Replay Server in the IBM Tealeaf CX Configuration Manual Disable Interactive Services Detection When the WebKit Chrome renderer is enabled for the Replay Server it conflicts with the Interactive Services Detection service on the hosting machine This service must be disabled The Replay Server is a Tealeaf component used to render sessions for replay through Browser Based Replay It is typically hosted on the Portal Server The WebKit Chrome renderer is used to render for replay sessions initiated from mobile devices 74 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Note The Interactive Services Detection service is automatically disabled by the Tealeaf Installer or Upgrader during normal operations Afterward the service can be disabled through the Windows Services control panel on the server hosting the Replay Server Note If your environment utilizes multiple Replay Servers this service must be disabled on each Replay Server in your environment Alternatively
113. h availability configuration Web application development considerations Chapter 3 Prepare to install the software Identifying available resources Recording machine identities Installing and configuring prerequisite software i Installing NET framework Registering IIS Setting up SQL Server to work with Tealeaf Preparing the installation environment Configuring IBM Tealeaf user accounts Preparing the domain i Preparing the network enviroment Configuring the network interface cards NICs Checking server requirements File permission considerations User account considerations Chapter 4 Installing IBM Tealeaf Installing on a single server Obtaining installation files Installing IBM Tealeaf CX Tealeaf CX silent installation ninstallati and upgrade Copyright IBM Corp 1999 2014 54 55 57 s97 58 58 65 65 66 66 67 68 69 71 171 s72 ee 75 s J9 76 76 79 79 x79 80 84 Installing CX silently 88 Upgrading silently eo p a 4 89 Enabling your IBM Tealeaf solution C amp 4 89 Tealeaf CX silent installation uninstallation and upgrade ds ME te oe me we 98 Uninstalling CX silently bog oa G p t se 2798 Post installation tasks eke ay nm x B Post installation database tasks E 7 Verifying system startup 99 Backing up the IBM Tealeaf event modal bi 37106 Rebuilding the c
114. h viewable web page and the application of the site a consistent unique parameter displayed in either the request or response should be created Ensuring this uniqueness should be a joint effort between the developers and content owners of your site Form field names or IDs Tealeaf can extract and display a wealth of data from captured sessions A large proportion of this information is obtained from data provided by the user in the form of information entered in form fields The use of unique form field names across the site avoids confusion in event definition and improves the accuracy of the reported data JavaScript identifiers To simply replay of sessions please use unique identifiers for JavaScript elements Step identifiers in business processes Tealeaf provides the Business Process Scorecard report which can provide insight into the effectiveness of site business processes and factors affecting the conversion rate of those processes The foundations of a process scorecard are step events which track the user s progress through the steps of the process To track this progress configured Tealeaf events must be able to unequivocally identify each process step The process of creating these events can be dramatically simplified if the web application provides unique step identifiers that do not change between web application revisions Some examples of step identifiers are a unique URL a Web Analy
115. heck the Browser Capabilities Project website periodically for the most up to date release information and downloads of BrowsCap csv To get the version of the BrowsCap csv file with the latest definitions 1 Download BrowsCap csv to the IBM Tealeaf CX server You can find the file at Browser Capabilities Project website Note BrowsCap is available in various formats ini xml and csv for example IBM Tealeaf supports the comma separated version csv format only On startup IBM Tealeaf verifies that BrowsCap csv was not modified and rejects any modified versions See Managing User Agents in the IBM Tealeaf cxImpact Administration Manual 2 On the IBM Tealeaf CX server machine save the file to lt Tealeaf_Install_Directory gt system 3 Restart the Transport Service through the Tealeaf Management System For information about editing copying assigning and reviewing the history of all configurations managed by Tealeaf Management System see TMS WorldView Tab in the IBM Tealeaf cxImpact Administration Manual Installing the most up to date version of the mobile user agent file WURFL csv IBM Tealeaf uses a publicly available standard to identify your visitor s mobile device capabilities Wireless Universal Resource FiLe WURFL is a Device Description Repository DDR i e a framework that enables applications to map HTTP requests to a description of the capability of the mobile device that requests the page The g
116. her than using this port number 2001 0db8 85a3 0000 0000 8a2e 0370 7334 8080 You can use this port number 2001 db8 85a3 0 0 8a2e 370 7334 Note Notice the removal of two sets of leading zeroes and two sets of octets composed of zeros Groups of zeroes One or more consecutive groups of zero values may be replaced with a single empty group using two consecutive colons Chapter 1 Overview 31 32 e Substitution can only be applied once in an address as multiple occurrences create an ambiguous representation e If more than one such substitution could be applied the substitution that replaces the most groups should be used If the number of groups is equal then the leftmost substitution should be used With these rules the example address is simplified even further to this 2001 db8 85a3 8a2e 370 7334 Special addresses Table 10 Special addresses Address name Raw address Shortened address The localhost 0 0 0 0 0 0 0 1 21 loopback address The IPv6 unspecified 0 0 0 0 0 0 0 0 address Source http www wikipedia org Supported uses of IPv6 The following uses of IPv6 addresses are supported by IBM Tealeaf at this time e URLs in web application e Enterprise internal IPv6 addresses for servers Restrictions for using IPv6 IBM Tealeaf components cannot be hosted on networks that use IPv6 addresses at this time Capturing and normalizing IP addresses To make IPv6 addres
117. hy each individual customer is either succeeding or failing online Tealeaf cxConnect requires the Tealeaf CX platform and cxImpact For more information see Tealeaf cxConnect for Web Analytics IBM Tealeaf CX IBM Tealeaf CX Installation Manual The following illustration is an example of a IBM Tealeaf solution It shows the IBM Tealeaf CX platform and its components stored on two servers and the IBM Tealeaf products available to the employees Existing Customer Environment Web Servers gt Servers 4 Switch Router Databases Load Balancer IBM Teeleaf CX Rich Internet Apps FlashiFiex IBM Tealeaf CX Mobile IBM Tealeaf cximpact Mobile Sites IBM Tealeaf cxView Mobile Apps IBM Tealeaf cxOverstat IBM Tealeat cxReveal IBM Tealeaf cxVerify IBM Tealeaf CX Mobile IBM Tealeaf CX Capture IBM Tealeaf CX Datastore IBM Tealeaf cxConnect DA Firewall IBM Tealeaf cxConnect WA Decrypt Inspect index IBM Tealeaf cxConnect VOC Privacy Event Archive Assemble Correlate Figure 2 IBM Tealeaf CX architecture Related concepts IBM Tealeaf overview on page 3 IBM Tealeaf CX on page 4 Data processing overview IBM Tealeaf data processing includes managing services handling user authorization providing for data privacy implementing data sessionization and supporting internationalization standards Information in the following sections provide explanations about IBM Tealeaf data processing IBM
118. ialog box select the language for the installation screens and click OK 4 In the Welcome page click Next 5 In the License page review the terms of the license agreement and select I accept the terms in the license agreement and click Next to continue the installation 6 Complete the remaining pages in the wizard to set up your IBM Tealeaf CX configuration IBM Tealeaf CX IBM Tealeaf CX Installation Manual The following table lists the pages by name and describes the purpose of the page Table 28 Tealeaf CX Installer pages Page Name Destination folder Description Use this page to set the installation directory for IBM Tealeaf CX If you want to install IBM Tealeaf CX to a location other than the default click Change and select another location Note Do not include non ANSI characters in the installation path Custom Setup Use this page to customize the installation The options in the drop down list next to the component name allow you to control which IBM Tealeaf CX components are installed and whether to install all of the features for the component Note IBM Tealeaf validates the selected components If an invalid configuration is selected an error message is displayed To continue the installation verify that the appropriate components are selected for your installation For information about the options on this panel click Help Transport Pipeline Use this page to set the configur
119. ications IBM Tealeaf supports ISO 8859 1 and UTF 8 encoding only If needed you can configure the PCA and the Windows pipeline to handle traffic that is in ISO 8859 1 and UTF 8 encoding IBM Tealeaf provides limited support for double byte encoding For more information see International character set support Prerequisites and recommendations for enabling internationalization support IBM Tealeaf release and build requirements e Your IBM Tealeaf solution must using a 33xx build of the Passive Capture Installation e Your version of the IBM Tealeaf CX platform is Release 7 0 or later Operating system and SQL server version recommendations e Install the operating system and SQL Server versions that are designed for the appropriate native locale Avoid installing US versions of these software packages and then manually applying settings for your locale If you install using a native locale you might have to perform additional configuration steps For more information see Configuring Locale for the Portal International character set support IBM Tealeaf provides limited support for UTF 8 and ISO 8859 1 character sets e Monitored web sites must use either ISO 8859 1 or UTF 8 character encoding and may not mix them e Some searching and filtering operations such as privacy and filtering rules may not correctly process non ASCII data characters outside of A Z a z 0 9 and common punctuation Chapter 1 Overview
120. ices for collecting data for reporting Table 4 IBM Tealeaf data collector services Service Name Description Tealeaf Reporting Server Collects Tealeaf Canister data aggregates it and prepares Tealeaf TeaLeafReportingService exe Reports 12 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 4 IBM Tealeaf data collector services continued Service Name Description Tealeaf RSE Service TeaLeafRSEService exe Generates resultset data for reporting through the use of predefined resultsets or search templates Tealeaf Alert Service TLAlertSrv exe Provides real time event alert detection and messaging Tealeaf Scheduling Service Manages scheduling of Tealeaf utilities Tealeaf Status report and TLSchedulerSvc exe more Tealeaf Transport Service Receives statistics hit data and inserts into the reporting statistics TeaLeafCaptureSocket exe database IBM Tealeaf web tier service IBM Tealeaf web tier service includes the ability to generate session data for replay within the Portal Table 5 IBM Tealeaf web tier service Service Name Description Tealeaf Replay Server TLReplaySrv exe Generates session data for replay within the Portal IBM Tealeaf transport machine services IBM Tealeaf transport machine service receives hit data from the capture device and processes the data Table 6 IBM Tealeaf transport machine service Service Name D
121. ifier is retrieved Hash values must be evenly distributed across the buckets or hash search times may be impeded Depending on the traffic to your web site you may need to store more than 10 000 session identifiers per day which can impact the lookup performance For more information see Tealeaf Sessioning Session Agent in the IBM Tealeaf CX Configuration Manual Related tasks Configuring session timeout settings on page 116 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Data sessionization through CX UI Capture In web applications where no suitable cookie exists you can use the IBM Tealeaf UI Capture for AJAX library create a unique cookie on the client This unique cookie can then be used for sessionization If you have installed and deployed the IBM Tealeaf UI Capture for AJAX library you can configure it to create a unique cookie in the visitor s web browser This cookie is posted with each request or user interface event for capture by the IBM Tealeaf Passive Capture Application Within IBM Tealeaf you may use the captured cookie value to identify individual sessions For information about IBM Tealeaf UI Capture for AJAX library see e UI Capture FAQ in the IBM Tealeaf UI Capture for AJAX FAQ e UI Capture for AJAX Reference in the IBM Tealeaf UI Capture for AJAX Guide Internationalization support IBM Tealeaf supports internationalization the use of native non English character sets in monitored appl
122. ignificant At the point of capture the CX Passive Capture Application can sessionize on a preexisting session cookie like JSESSIONID The session cookie is transformed into a 32 byte string that is then injected into the IBM Tealeaf request buffer as a TLTSID Note For a PCA based sessionization solution to work the specified cookie must be persistent for the entirety of the session By default the downstream components of the IBM Tealeaf platform are configured to use the TLTSID for identifying sessions Passive Capture can sessionize on multiple fields in the request For more information see PCA Web Console Pipeline Tab in the IBM Tealeaf Passive Capture Application Manual Chapter 1 Overview 23 24 Data sessionization in the Windows pipeline If you cannot apply sessionization through the PCA or have special requirements for sessionization you can apply identifiers to the IBM Tealeaf request and manage sessionized traffic using the following Windows pipeline session agents How data sessionization in the Windows pipeline works After data is captured by the IBM Tealeaf Passive Capture Application the data is forwarded to the Processing Server where it is passed through the Windows pipeline a configured series of processing agents that review and modify the captured data based on user defined rules For more information see CX Pipeline Session Agents in the IBM Tealeaf CX Configuration Manual Windows pipelin
123. ilent ini file in C that specifies a Tealeaf installation folder and install transport but not data collector portal processor or replay server use the HBR transport and define two servers You might use this command to call the ini file and install CX C src current Installations TealeafCX_MSI PROJECT_ASSISTANT TealeafCx DiskImages DISK1 setup exe s v qn SOURCEFILEPATH C Silent ini After the installation is complete a completion message displays on the screen Upgrading silently You can use the silent installation process to upgrade an existing installation Before you do a silent installation you must identify the parameters and values that you want to specify on the command line or in the ini file that you want to use for installation The TRACKINGHOST TRACKINGPORT TRACKINGSERVICECONFIGURE parameters can be used during Upgrade only if the Tracking Service is not installed Otherwise these parameters are ignored 1 Log in to the server where you want to upgrade CX 2 Optional To run an upgrade and upgrade the database from the command line enter the setup exe installation command and the parameters on the command line You might use this command C src current Installations Upgrade_MSI PROJECT_ASSISTANT Upgrader_MSI DiskImages DISK1 setup exe s v qn 3 Optional To run an upgrade CX without upgrading the database enter the setup exe installation command and the parameters that you want to use Yo
124. ining the installation files for IBM Tealeaf CX and for the IBM Tealeaf products and then running the product installers Before installing the software for IBM Tealeaf assess your current environment and your business requirements to ensure that the system you implement meets your needs Use of UNC paths in the IBM Tealeaf Installer is supported only if they reference locations on the local machine The information in this chapter explains how to obtain the installation file for IBM Tealeaf CX and how to run the installer It also contains information about installing and enabling IBM Tealeaf products pointing you to product specific publications when necessary Related concepts IBM Tealeaf overview on page 3 Installing on a single server The installation procedure for a single server topology is different than the installation procedure for a multiserver topology Overview of the installation procedure for a single server topology If your IBM Tealeaf deployment environment consists of a single server the installation steps involved are as follows 1 Install IBM Tealeaf CX 2 Enable additional IBM Tealeaf products on the same server 3 On local Windows desktops you can install IBM Tealeaf RealiTea Viewer the desktop application for searching and replaying IBM Tealeaf sessions Note It is recommended that you use Browser Based Replay the web browser based method of replaying sessions This client requires no a
125. installed software and database applications Note e Function e Breadth of use across the company e Security requirements 3 List your current IT personnel and note whether you have available the means for installation and maintenance of IBM Tealeaf as well as the required expertise in database management Make sure all involved have user IDs with the appropriate authorizations to successfully install all products and files 4 Make sure you have access to appropriate file transfer software and remote access utilities To move Tealeaf installation files from your laptop to the Linux box that will be your Tealeaf Passive Capture Server and to the Windows box that will be your all in one CX Sever you might need additional 3rd party software To access and configure LINUX server remotely you need a command shell SSH client If you are not sure whether your current assets are adequate for the IBM Tealeaf solution to be deployed IBM Tealeaf Services personnel can assess the traffic on your site and tell you whether you need to purchase additional hardware Related concepts Software requirements on page 49 Hardware requirements on page 52 Operating system requirements on page 47 Copyright IBM Corp 1999 2014 65 Installation topologies for IBM Tealeaf CX on page 43 Recording machine identities Record the identities of the machines to be used in the IBM Tealeaf installation environment Bios lev
126. interactions for your web application the Tealeaf IBM Tealeaf UI Capture for AJAX library can be deployed to gather this information This library requires additional deployment configuration and maintenance and may involve Tealeaf Professional Services See UI Capture for AJAX Guide in the IBM Tealeaf UI Capture for AJAX Guide Request and response data When developing your web applications employ the developing practices listed in Table 22 Table 22 Considerations for web application development and request and response data Do this For this reason Run W3C validation Tealeaf products require that web sites conform to W3C services on your web site standards including having properly formed HTML Making sure your web site complies to W3C standards can save time during the Tealeaf integration process The processing that Tealeaf performs on web pages is significantly more complex than a simple rendering meaning that just because web pages render correctly in a web browser does not guarantee that they will replay with Tealeaf Use unique and common General principles of uniqueness identifiers as appropriate Objects that must be specifically identified by Tealeaf such as screen elements or JavaScript items require unique identifiers Groups of objects that must have common actions performed on them inside of Tealeaf should have a shared tag in them for easy identification For example sensitive data tha
127. ir published announcements or other publicly available sources IBM has not tested those products and cannot confirm the accuracy of performance compatibility or any other claims related to non IBM products Questions on the capabilities of non IBM products should be addressed to the suppliers of those products All statements regarding IBM s future direction or intent are subject to change or withdrawal without notice and represent goals and objectives only This information contains examples of data and reports used in daily business operations To illustrate them as completely as possible the examples include the names of individuals companies brands and products All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental COPYRIGHT LICENSE This information contains sample application programs in source language which illustrate programming techniques on various operating platforms You may copy modify and distribute these sample programs in any form without payment to IBM for the purposes of developing using marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written These examples have not been thoroughly tested under all conditions IBM therefore cannot guarantee or imply reliability serviceability or function of these programs The sam
128. is enabled by the website this setting allows HTTP compression for this virtual directory The IIS website where the virtual directory is to be installed ASP NET Framework The ASP NET Framework associated with this virtual directory Choosing a framework that does not match the current OS architecture and the Enable32BitAppOnWin64 setting using 32 bit ASP NET Framework and Enable32BitAppOnWin64 0 forces the Enable32BitAppOnWin64 flag to match the architecture of the chosen ASP NET Framework This change in turn allows the newly created web application to function properly However it may break existing web applications as this flag applies to the entire website Application Pool The IIS Application Pool to which this virtual directory is assigned Verify Script Maps Verifies that the ASP NET extensions aspx ascx asmx and so on are configured properly IIS Web Server The following are the configurable IIS Web Server specific options Table 39 Virtual directory option definitions Option Description Verify Extensions and Filters Verify that all the Web Service Extensions and ISAPI Filters physically exist on disk Set RTV Mime Type Apply the RTV tlx application rtv Mime Type to the IIS Web Server Enable HTTP Compression HTTP Compression Enable HTTP Compression for the IIS Web Service Any websites or virtual directories configured to allow HTTP Compression
129. ith the appropriate HTML comments as shown in the examples 3 Add IBM Tealeaf users to the appropriate groups 4 Create and enable the privacy rules 5 Deploy Privacy rules accordingly e For IBM Tealeaf Passive Capture Application You can deploy privacy rules to be applied at the point of capture which ensures that the sensitive data is never in an unprotected state in IBM Tealeaf However PCA privacy rules can impede performance of real time processing e For Windows Pipeline You can deploy privacy rules in the Windows pipeline on the Processing Server s However using the Privacy session agent to block or encrypt data means that the data has not been secured until it passes through the PCA and the Transport Service to the Processing Server IBM Tealeaf does employ application and database security methods to protect general access 6 Test the availability of sensitive data for one user from each privacy group Related concepts Designing privacy rules Designing privacy rules Several types of privacy rules inherently require high CPU time requirements and can affect PCA performance These types of rules include the following e Rules that search the entire response of the hit e Rules that use regular expressions instead of plain text to match patterns e Rules that use both start and end pattern regular expressions e Rules that encrypt data Actions based on regular expressions are the most time CPU intensive
130. l User Administration in the IBM Tealeaf cxReveal Administration Manual Related concepts User account requirements on page 52 Preparing the domain You must perform several tasks to prepare the domain 1 Set up a local user account Set up a local user account called TeaLeaf with local administrator rights on the IBM Tealeaf CX Server box This local Tealeaf user runs IBM Tealeaf CX processes and services Adding the Tealeaf user on the IBM Tealeaf CX box eliminates issues with password changes that may arise from using a domain administrator s or the main local administrator s account and password 2 Configure virus scanning software Exclude Tealeaf directories from Real Time File Protection This eliminates possibility of the antivirus software interfering with the operation of Tealeaf software At a minimum configure the virus scan to not include the directories in which Tealeaf creates and opens files in locked exclusive mode These directories include the e Canister Indexes e Spool e Logs directories The locations for these directories are determined when you install the software To find out the actual location of these directories after an installation e Tealeaf install directory lt Tealeaf_install_directory gt The value is recorded in the Windows registry under the following entry HKEY_LOCAL_MACHINE SOFTWARE TeaLeaf Technology TeaLeafPath e Canister View the file lt Tealeaf_Install_Directory
131. leaf cxConnect for Data Analysis IBM Tealeaf cxConnect for Data Analysis Administration Manual IBM Tealeaf cxConnect for Data Analysis integrates IBM Tealeaf customer experience dataset with any business intelligence or reporting application to create a multichannel view of the customer for ongoing analysis Viewer IBM Tealeaf CX RealiTea IBM Tealeaf RealiTea Viewer User Manual For servers that are hosting Tealeaf software you may wish to install RTV for troubleshooting purposes Note It is recommended that you use IBM Tealeaf cxImpact Browser Based Replay BBR for most replay tasks You can access BBR through the Portal web application IBM Tealeaf CX RealiTea Viewer requires administrator level access to the machine on which it is being installed It can be installed on the local Windows desktop of Tealeaf users For more information on installation see RealiTea Viewer Overview in the IBM Tealeaf RealiTea Viewer User Manual IBM Tealeaf CX Passive Capture Application IBM Tealeaf CX Passive Capture Application Manual IBM Tealeaf Passive Capture Application provides the capability to capture requests and responses of your website s traffic IBM Tealeaf CX Passive Capture Application runs on Linux only See Table 30 for a list of commands that are useful when installing and configuring IBM Tealeaf CX Passive Capture Application Table 30 Useful Linux commands To do this
132. les in the request Table 11 Data insertions into the request IPv4 source Source example IPv6 destination Destination example REMOTE_ADDR 10 10 20 105 IPV6 REMOTE ADDR 0000 0000 0000 0000 0000 FFFF QAQA 1469 LOCAL_ADDR 152 163 17 33 IPV6_LOCAL_ADDR 0000 0000 0000 0000 0000 FFFF 98A3 1121 SERVER_NAME 152 163 17 33 IPV6 SERVER NAME 0000 0000 0000 0000 0000 FFFF 98A3 1121 34 IBM Tealeaf CX IBM Tealeaf CX Installation Manual For descriptions of these fields see Data insertions into the request IPv6 format on page 33 For an example of translating an IPv4 address to an IPv6 address see Pu4 translated to IPv6 address example in Indexing for IPv6 Related concepts Inflate session agent support for IPv6 Inflate session agent support for IPv6 If the PCA cannot be upgraded to a IPv6 supported build at this time you must deploy the Inflate session agent to insert the appropriate values in the request for indexing and search of IPv6 addresses When hits are passed through pipelines containing the Inflate session agent the following IPv6 compatible fields are inserted into the request if they are not already present e IPV6 REMOTE ADDR e IPV6 LOCAL ADDR For information about insertions performed by the Inflate session agent see Data insertions into the request IPv6 format in the topic PCA support for IPv6 Also for information about configuring the Inflate session
133. locking and encrypting data shown in Pre Built privacy rules IBM Tealeaf on page 16 are required then you can enable both blocking and encrypting in the response The response data sent from your web application should be the following Your Social Security No is lt TLTTrustStandardB gt lt TLTTrustSi1lverB 123 12 1234 lt TLTTrustSilverE gt lt TLTTrustStandardE gt For each of the security levels shown above you should create a separate user group Taking the example above you might create the following groups whose privacy rules will reference the listed bracketing tags Table 7 Groups to create and tags to reference Group to create Bracketing tags to reference TealeafTrustStandard lt TLTTrustStandardB gt lt TLTTrustStandardE gt TealeafTrustSilver lt TLTTrustSilverB gt lt TLTTrustSilverE gt TealeafTrustGold lt TLTTrustStandardB gt lt TLTTrustStandardE gt In implementation you can determine what each of these groups is permitted to see TealeafTrustGold example If only the Gold group is permitted to view the social security number the example bracketing would be the following Your Social Security No is lt TLTTrustGoldB gt 123 12 1234 lt TLTTrustGoldE gt In the TealeafTrustGold example when the response was viewed by a TealeafTrustGold user the user would see the actual social security number For all non Tealea
134. lose events Configuring session timeout settings By default Tealeaf is pre configured to time out sessions that grow too large last too long or are left idle for a period of time When these limits are exceeded the Canister breaks the session into fragments each of which is assigned the same TLTSID value The TLSessioning session agent continues to use the same TLTSID value for sessions that have timed out In the Services Controls tab of the Canister configuration you can specify Session Size Limits which define the maximum number of hits size in bytes or time per session For information about setting size limits see Configuring the CX Canister in the IBM Tealeaf CX Configuration Manual Tealeaf also times out sessions that have been allowed to stand idle for a period of time If no new pages are added to a session for a predefined period of time the session is closed If the visitor resumes browsing a new session identifier is issued See Configuring the CX Canister in the IBM Tealeaf CX Configuration Manual Related concepts Data sessionization in the Windows pipeline on page 24 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Changing top level domains If Tealeaf is monitoring multiple top level domains a visitor who browses across the domains may generate a new TLTSID from the Tealeaf Cookie Injector For example switching from www sitel com to www site2 com may cause the issuance of a new unique T
135. ly parsed request and response data Tealeaf does not require JavaScript tags to be implemented on your web application Browser support The browser based replay feature supports the following browsers e Mozilla family of browsers e Gecko n Release 8 0 and later the Replay Server utilizes the Gecko browser control to render session content on the server for delivery to the browsers of Tealeaf users Replay of such sessions may still be supported through the IBM TealeafRealiTea Viewer a desktop client that must be separately installed on each Tealeaf user s desktop See RealiTea Viewer RTV User Manual in the IBM Tealeaf RealiTea Viewer User Manual Data privacy To facilitate the blocking encryption or hashing of sensitive data points you should release code that minimizes the instances of sensitive data passed between web server and client For each potentially sensitive data point e Identify whether the data is required for reporting or alerting purposes If the data is required for reporting or alerting purposes it must be made available to some Tealeaf users in some way Review the data with your security team e Verify with your security team the conditions under which the data must be blocked Add a consistent tag to the unique identifier for the data point such as private so that all sensitive data can be easily identified using configured privacy rules As a security practice do not display any sensitive d
136. m components For more information see Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual Chapter 1 Overview 29 30 Table 9 Portal pages not supported for translation continued Page Name Menu Description Event Manager Configure gt Event Portal facility for creating and configuring Manager events and other event related data objects For more information see Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual IBM Tealeaf Tealeaf gt IBM Tealeaf Tealeaf product to enable extraction of Tealeaf cxConnect for cxConnect for Data session and event data for third party systems Data Analysis Analysis For more information see cxConnect for Data Analysis Administration Manual in the IBM Tealeaf cxConnect for Data Analysis Administration Manual IBM Tealeaf Tealeaf gt IBM Tealeaf IBM Tealeaf product to enable extraction of cxVerify cxVerify Tealeaf sessions for storage in the enterprise data warehouse Note IBM Tealeaf cxVerify is a separately licensable component of the IBM Tealeaf CX system For more information see cxVerify Administration Manual in the IBM Tealeaf cxVerify Administration Manual Support for IPv6 IBM Tealeaf supports the capture processing and storage of IPv6 which results in these addresses being available for search replay and reporting Information in the following sections provide links to infor
137. mation about configuring IBM Tealeaf support for IPv6 throughout the solution Note Hosting IBM Tealeaf servers using IPv6 addresses is not supported at this time IPv6 overview Internet Protocol Version 6 IPv6 is the next generation method for specifying internet protocol addresses IPv4 the previous version enabled 32 bit IP addresses which permitted the specification of 2 32 addresses All IPv4 address blocks have been assigned IPv6 enables the specification of 128 bit IP addresses which supports the specification of 2 128 addresses This expanded specification allows the use of device specific IP addresses for the ever growing set of connected devices Other features e extra flexibility in allocating addresses e efficiency for routing traffic e eliminates the primary need for network address translation NAT Note The IBM Tealeaf Passive Capture Application can be configured to capture IPv6 addresses mixed IPv6 and IPv4 and to translate IPv4 to IPv6 addresses Note IPv4 addresses translated to IPv6 format cannot be inserted into the PCA Web Console but you can insert these values in the ctc conf xml file The PCA is IBM Tealeaf CX IBM Tealeaf CX Installation Manual able to consume these addresses For information about the methods for capturing and translating IP addresses see Capturing and normalizing IP addresses IPv4 Format The Internet Protocol specification originally formatted IP addresses in the followi
138. mework Guide IBM Tealeaf Android Logging Framework Release Notes IBM Tealeaf CX Mobile Administration Manual IBM Tealeaf CX Mobile User Manual IBM Tealeaf CX Mobile iOS Logging Framework Guide IBM Tealeaf iOS Logging Framework Release Notes IBM Tealeaf CX IBM Tealeaf CX Installation Manual Notices This information was developed for products and services offered in the U S A IBM may not offer the products services or features discussed in this document in other countries Consult your local IBM representative for information on the products and services currently available in your area Any reference to an IBM product program or service is not intended to state or imply that only that IBM product program or service may be used Any functionally equivalent product program or service that does not infringe any IBM intellectual property right may be used instead However it is the user s responsibility to evaluate and verify the operation of any non IBM product program or service IBM may have patents or pending patent applications covering subject matter described in this document The furnishing of this document does not grant you any license to these patents You can send license inquiries in writing to IBM Director of Licensing IBM Corporation North Castle Drive Armonk NY 10504 1785 U S A For license inquiries regarding double byte DBCS information contact the IBM Intellectual Pro
139. mporary Compressed Files directory IIS Help Update directory permissions for the Windows Help iisHelp Common directory Windows InetSrv Update directory permissions for the Windows InetSrv directory IIS Log Files Update directory permissions for the Log Files directory of the website of this virtual directory Windows System32 Update directory permissions for the Windows System32 directory Registry Settings Registry Settings The following are the various registry settings required for the web application to function properly Table 41 Virtual directory option definitions Directory Description FIPS Algorithm Policy Verify that the Use FIPS compliant algorithms local policy is disabled The Tealeaf NET libraries cannot function properly if this policy is enabled Chapter 7 Troubleshooting 131 Installing or re installing IBM Tealeaf CX Portal components You can re install IBM Tealeaf CX Portal components 1 Select the component to install Portal or Web Service 2 Click the installation mode Standard or Extended 3 If you wish to see the log output of the install process select Show Output 4 Modify the available options To reset options click Reset 5 Click Execute to install the component If you attempted to re install the IBM Tealeaf CX Portal under Extended mode and are still experiencing issues with connecting to the Portal contact IBM Tealeaf Cu
140. n User account considerations 76 IBM Tealeaf user accounts include account permissions NT authentication and Passive Capture Application accounts Account permissions As a recommended best practice give any account used by a Windows based IBM Tealeaf service Local System permissions on the server Using non local system accounts for running IBM Tealeaf software is not supported Running IBM Tealeaf services with permissions other than Local System permissions might cause problems such as failures to connect write errors and unexpected time outs NT authentication When NT authentication is enabled for the IBM Tealeaf system IBM Tealeaf services must run under an NT domain account with appropriate privileges See Authentication in the IBM Tealeaf cxImpact Administration Manual IBM Tealeaf CX IBM Tealeaf CX Installation Manual Additional configuration may be required See Database Manager SQL Server Access and Permission Requirements in the IBM Tealeaf Databases Guide Passive Capture Application PCA accounts The IBM Tealeaf PCA runs on the Linux operating system During PCA installation the ctccap account is created which is used for running all PCA services Installation in the IBM Tealeaf Passive Capture Application Manual Chapter 3 Preparing to install the software 77 78 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 4 Installing IBM Tealeaf Installing IBM Tealeaf involves obta
141. n page 71 7 Install IBM Tealeaf CX Installing IBM Tealeaf CX on page 80 8 Enable IBM Tealeaf CX features and functions Enabling your IBM Tealeaf solution on page 89 9 Perform required post installation tasks Chapter 5 Configuring IBM Tealeaf on page 109 Related concepts Chapter 1 Overview on page 1 IBM Tealeaf overview IBM Tealeaf is a digital customer experience management and customer behavior analysis solution It consists of IBM Tealeaf CX an industry leading robust datastore of online customer information and the engine behind all IBM Tealeaf products and suite of products for customer behavior analysis customer service optimization and integrations Figure 1 on page 4 illustrates the IBM Tealeaf platform and the suite of products that it supports Each product suite Customer Behavior Analysis Customer Service Optimization and Integrations has its own set of products Chapter 1 Overview 3 Figure 1 IBM Tealeaf customer experience solutions 4 Related concepts Chapter 1 Overview on page 1 IBM Tealeaf CX IBM Tealeaf CX component architecture on page 5 IBM Tealeaf products on page 8 Related tasks Chapter 4 Installing IBM Tealeaf on page 79 IBM Tealeaf CX IBM Tealeaf CX is the datastore of online customer information and the engine behind all IBM Tealeaf products It provides the framework on which all IBM
142. n for a hit attribute you can select the encoding to expect in the request data This value should match the value configured for the PCA For more information see TEM Hit Attributes Tab in the IBM Tealeaf Event Manager Manual Browser Based Replay The IBM Tealeaf Browser Based Replay support the UTF 8 character set RTV Replay RTV is not a UNICODE application and therefore does not support search for multi byte characters The IBM Tealeaf RealiTea Viewer can replay the Response page in whatever code format is specified in the Response HTTP Content type encoding directive The request buffer continues to be replayed in English UTF 8 format cxConnect for Data Analysis IBM Tealeaf cxConnect for Data Analysis can be configured to extract extended characters in UTF 8 format Internationalization request variables The following variables are inserted into the env section of the request REQ_BUFFER_ENCODING UTF 8 REQ BUFFER ORIG ENCODING IS0 8859 1 RESP BODY ENCODING utf 8 REQ BUFFER ENCODING The encoding of the request This value is always be set to UTF 8 REQ BUFFER ORIG ENCODING Identifies the original encoding of the request RESP BODY ENCODING Identifies the encoding in use in the body of the response Affected Systems The following IBM Tealeaf systems use the variables described in Internationalization request variables to identify international encoding schemes and to interpret capture
143. n the Tealeaf Management System See TMS Pipeline Status Tab and Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual Related concepts Topology variations on page 43 Related tasks Using the IBM Tealeaf web application installation utility on page 127 Verifying system start up for a multiserver installation environment After you complete the installation process and configure the components on multiple servers you can start IBM Tealeaf CX A multiserver installation results in a deployment environment in which Tealeaf services are installed on different servers To verify the system startup of a multiserver Tealeaf installation environment 1 Start the Processing Server s Login to each machine and start all Tealeaf services If a Processing Server is a TMS slave server you may see event log messages warning that the slave server is unable to connect to the TMS master These can be ignored for the moment 2 Start the TMS Master IBM Tealeaf CX IBM Tealeaf CX Installation Manual Login to the machine and start all Tealeaf services The TMS master performs some initial configuration after the first startup 3 Start all remaining servers Login to the machine and start all Tealeaf services Wait until all Tealeaf services have started and the window that lists the services closes 4 Open a browser and navigate to the following URL http localhost portal The Tealeaf Portal
144. nces to other IBM Tealeaf publications for instructions on installing and configuring the CX features that you have licensed See the Installation roadmap topic in this guide for the sequence of tasks to install and configure IBM Tealeaf CX Installation roadmap The installation roadmap presents the task flow for preparing your environment and installing and configuring IBM Tealeaf CX IBM Tealeaf CX is the platform on which all IBM Tealeaf solutions run In a typical installation you install IBM Tealeaf CX and then you enable the CX features and functions needed to address your customer management business needs Table 1 lists the sequence of steps for installing IBM Tealeaf CX and provides links to the topics that contain the detailed instructions Table 1 Roadmap of activities for installing and configuring the software Step Description Link 1 Plan your installation topology An installation topology is the physical and logical layout of the servers in your IBM Tealeaf CX installation Installation topologies for IBM Tealeaf CX on page 43 2 Identify your assets to make the best use of those Identifying available resources on page 65 resources already available 3 Consider High availability High availability considerations on page 53 For a Tealeaf solution high availability pertains to a configuration that ensures uninterrupted service of the capture and processing servers a
145. nd can include strategies for redirecting traffic among multiple PCA devices on a network 4 Address all the software and hardware requirements System requirements for installing IBM Tealeaf needed to support your IBM Tealeaf CX installation on page 47 5 Perform all pre installation assessments of your Chapter 3 Preparing to install the software on environment such as e Assessing your current IT resources Determining and cataloging the IBM Tealeaf CX component to server assignments page 65 2 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 1 Roadmap of activities for installing and configuring the software continued Step Description Link 6 Configuring your environment and installing the prerequisite software which includes the following activities Configuring Windows Server by registering the features and functions that IBM Tealeaf CX requires such as Installing NET Enabling NET and ASP NET functions in the Application Development role in Windows Server Installing SQL Server Preparing your environment for IBM Tealeaf which includes the following tasks Creating user accounts Preparing the domain Preparing the network environment Configuring your network interface cards Checking server requirements Installing and configuring prerequisite software on page 66 Preparing the installation environment o
146. ne tab For more information see PCA Web Console Pipeline Tab in the IBM Tealeaf Passive Capture Application Manual 3 In the Pipeline screen select the proper encoding values for the following settings e Default request encoding e Default response encoding Note To set the encoding to ISO 8859 1 select the value None 4 Click Save Changes Enabling internationalization request variables for IBM Tealeaf Passive capture application You can enable internationalization request variables for IBM Tealeaf Passive capture application Make sure you have access to the IBM Tealeaf Passive Capture Application Manual 28 IBM Tealeaf CX IBM Tealeaf CX Installation Manual To enable internationalization request variables 1 Open the Web Console For more information see Passive Capture Configuration via Web Console in the IBM Tealeaf Passive Capture Application Manual 2 Click the Pipeline tab For more information see PCA Web Console Pipeline Tab in the IBM Tealeaf Passive Capture Application Manual 3 In the Pipeline screen click the Enable I18N check box 4 Click Save Changes All traffic subsequently captured by the IBM Tealeaf Passive capture application has several variables inserted into the request For more information see Internationalization Request Variables in Internationalization support on page 25 If the IBM Tealeaf Passive Capture Application has not been configured to insert the request vari
147. nformation about how to back up the IBM Tealeaf event model see Backing up the IBM Tealeaf event model in the IBM Tealeaf cxImpact Administration Manual Rebuilding the canister You can remove all Tealeaf captured session data from the canister by running the Canister Rebuild utility CanRebuild exe Running the Canister Rebuild utility reverts back to an installation with no captured session data present Rebuilding the canister is optional You might want to run the Canister Rebuild utility after you have run tests to verify a proof of concept that your Tealeaf installation is working and before you go into production with your solution Note Rebuilding a canister is an unrecoverable process The results are final and cannot be undone Before you rebuild the canister make sure that you do not need the session data in the canister To rebuild a canister 1 Go to the Tealeaf installation directory and locate the Canister Rebuild executable CanRebuild exe 2 Double click CanRebuild exe Select Rebuild Full Canister and Preserve Session Data w 4 Click Rebuild and click Yes to confirm the rebuild operation IBM Tealeaf CX IBM Tealeaf CX Installation Manual Uninstalling IBM Tealeaf You can remove IBM Tealeaf CX and IBM Tealeaf products from your environment by uninstalling them To uninstall IBM Tealeaf CX and IBM Tealeaf products use Add and Remove Programs or Programs and Features from the Control Panel
148. ng and managing IBM Tealeaf CX 123 124 This location should be part of any regular backups that are performed for the IBM Tealeaf system Use the following procedure as a guideline to manage IBM Tealeaf patches 1 Download the software patch from the IBM Client Success Portal for IBM Tealeaf You need a user ID and password to access the IBM Client Success Portal for IBM Tealeaf 2 Create a directory on a server that is not one of the IBM Tealeaf servers and name it Tealeaf Patches 3 For each patch for Tealeaf a Create a sub directory with a date stamp and the issue that is being fixed You might include the Customer Support Case number if applicable e g 100421 SR00010531 b Within the directory create the following sub directories e doc e patch e backup 4 Save the instructions and any case history that is applicable into the doc directory 5 Unzip the patch into the patch directory 6 Complete the installation instructions You can now install the patch or patches Installing IBM Tealeaf patches The procedure for installing IBM Tealeaf patches as documented here can be applied to most patches Before you begin verify that you are logged into the server using an account that has write authorization to the directories to which the patch files are to be applied When copying the patch files to the IBM Tealeaf directory never rename files in the directory unless explicitly told to do so If you have
149. ng manner This format was in universal use through 2009 In the following example each three digit set of values is called an octet AAA BBB CCC DDD EEEE The value EEEE represents a port number and is preceded by a colon IPv6 Format An IPv6 address is represented as a sequence of eight groups of four hexadecimal digits The groups are separated by colons The IPv6 format provides a much larger range of potential addresses than its predecessor the IPv4 IPv6 which is becoming more prevalent on the Internet It is specified in the following format 2001 0db8 85a3 0000 0000 8a2e 0370 7334 8080 Hexadecimal digits are case insensitive but should be represented in lower case for consistency Port numbers Since the specification utilizes the colon as an separator the colon cannot be used as the port number marker as in Pv4 https langley 19000 Instead the parentheses notation is used as in the following example 2001 0db8 85a3 0000 0000 8a2e 0370 7334 8080 Note The port number is included in parentheses 8080 For IPv6 addresses searches using port numbers are not supported Simplifications The full representation of eight 4 digit groups may be simplified by several techniques eliminating parts of the representation Leading zeroes Leading zeroes in a group can be omitted but each group must contain at least one hexadecimal digit In this way the address can be simplified For example rat
150. ng the system For more information contact your Tealeaf administrator From the Portal menu select Help gt Contact Tealeaf Administrator Stage Staging Stage Staging State Functional Notes This system is currently being tested for production release Please report any problems For more information contact your Tealeaf administrator From the Portal menu select Help gt Contact Tealeaf Administrator Stage Production Configuring the IBM Tealeaf system time zone In the IBM Tealeaf system the time zone is used by all Tealeaf servers to synchronize a variety of tasks During the installation process this system wide setting must be defined and applied to each server in the environment See Configuring the System Timezone in the IBM Tealeaf CX Configuration Manual Configuring IBM Tealeaf data objects 112 After you perform the initial configuration tasks for the Tealeaf Portal you must configure the data objects provided by Tealeaf Data objects are configured in the Tealeaf Event Manager a Portal based interface for creating event and event related objects for deployment in the stream of data captured and processed by Tealeaf The topics in this section explain how to e Access the Tealeaf Event Manager e Configure the Login ID to be searchable e Remap components to reference session attributes e Configure Tealeaf dimensions e Create deviations After configuring the IBM Tealeaf data obje
151. nstalled in any virtual directory regardless of the website to which it may be attached as long as the application domain is running NET applications only This deployment option is useful if the Portal is accessed using http TealeafPortal MyCompanyDomain com Portal or a similar domain dependent construction Please note the Portal at the end If you must reference the Portal using http TealeafPortal MyCompanyDomain com please contact Tealeaf Support for guidance 2 Microsoft NET Framework Microsoft NET Framework must be installed on all servers used by IBM Tealeaf See NET Framework Requirements Operating system requirements on page 47 3 Microsoft SOL Server 2008 or SQL Server 2012 The database server may be the same machine as the Portal Server or a remote machine that can be accessed by the Portal Server The database server and SQL Server software must be set up and configured prior to running the IBM Tealeaf CX Installer If you are installing IBM Tealeaf cxConnect for Data Analysis a local SQL instance is strongly recommended for the IBM Tealeaf cxConnect for Data Analysis database See cxConnect Installation in the IBM Tealeaf cxConnect for Data Analysis Administration Manual R2 is the recommended version for SOL Server 2008 Chapter 2 Planning the installation 49 50 As of Release 8 1 Tealeaf requires 64 bit machines for all Windows based servers hosting Tealeaf software If your Release 8 1 or la
152. nual Chapter 5 Configuring IBM Tealeaf 115 Optionally you can configure the dimension to use a whitelist and observed values This option allows values that are detected in the capture stream to automatically be made available for reporting purposes in addition to any whitelist values you specify Note Given the volume of URLs in the typical web application configuring the URL dimension to whitelist observed values is not recommended For more information on configuring the values to record see TEM Dimensions Tab in the IBM Tealeaf Event Manager Manual Creating deviations IBM Tealeaf CX provides the capability of creating and storing standard deviation calculations for any selected event or dimension This capability was made available in version 8 0 Standard deviation calculations also known as movers require several days of stored data depending on configuration before they can be used in actionable reports After installing IBM Tealeaf CX you might want to create some movers off of the events that already exist in your system For more information on creating deviations see TEM Top Movers Tab in thel BM Tealeaf Event Manager Manual For more information on deviation reports see Analyzing Top Movers in the IBM Tealeaf Reporting Guide Configuring sessionization settings 116 Configuring sessionization involves configuring session timeout settings changing top level domains and configuring session c
153. objects may need to be reviewed and modified to accommodate the IP address configuration in your network environment Report data After IPv6 data capture has been deployed values in the reporting data may be changed depending on your configuration options Dimensions The Server dimension provided by IBM Tealeaf is defined to capture values from the REMOTE_ADDR request variable If you have enabled the X FORWARDING feature in the PCA to pull data from a different request field containing IPv6 formatted addresses the content of your Server dimension is changed See X forwarding in the IBM Tealeaf Passive Capture Application Manual Until the dimension data is purged it may be difficult to produce consistent reporting data if IPv4 addresses are being translated into IPv6 format Note After you have enabled capture of IPv6 data and have enabled IPv4 translation into IPv6 do the following e If possible consider purging any dimensions that capture IP addresses of their data See Purging Dimension Data in the IBM Tealeaf Event Manager Manual e If dimension purge is not acceptable all report users should be informed of the date in which the IPv6 switch was enabled Dimension data before and after the switch will differ for the same values Other IP related event objects Any objects that you have created to capture IP addresses should be reviewed to verify that they are sourced from the proper hit data See Tealeaf Event Manage
154. oftware related actions Turn off Anti virus Turn off Windows Firewall Software requirements for the SQL server The SQL server must meet the following software requirements e Microsoft SQL Server 2008 or Later Software related actions e Do not configure virtual ports e Must be configured for mixed mode security e Turn off Anti virus e Turn off Windows Firewall Chapter 2 Planning the installation 51 52 Related tasks Identifying available resources on page 65 Installing and configuring prerequisite software on page 66 Hardware requirements For optimal performance install IBM Tealeaf on dedicated hardware Processor requirements As of release 8 1 of IBM Tealeaf 64 bit processors are required for all Windows based servers hosting the IBM Tealeaf Processing Server Report Server or Archiving component For the IBM Tealeaf Passive Capture Application which runs on Linux only and the IBM Tealeaf CX RealiTea Viewer replay client installed on desktop systems both 32 bit processors and 64 bit processors are supported Note If your Release 8 1 or later installation of IBM Tealeaf databases is hosted on a machine that also hosts other IBM Tealeaf software such as the Reporting Server you may use a supported 32 bit version of SQL Server However a 64 bit version of SOL Server is recommended See SQL Server Administration in the IBM Tealeaf Databases Guide Hardware requirements for the Passive Captur
155. on a single server you can start IBM Tealeaf Chapter 4 Installing IBM Tealeaf 99 100 A single server installation results in a topology in which all IBM Tealeaf services are installed on a single machine To verify the system startup for a single server topology 1 Login to the machine and select the following Windows Start menu shortcut All Programs gt Tealeaf Technology gt Start Tealeaf Services The services for startup are displayed in a window When the services are all started and the window closes 2 Open a browser and navigate to the following URL http localhost portal The IBM Tealeaf Portal login screen is displayed 3 Login using the administrator account information provided to you by IBM Tealeaf The Portal Administration page is displayed Note If you are unable to login or you encounter permission issues related to IIS you might be able to rectify the problem by reinstalling the IBM Tealeaf CX Portal application or web service See Using the IBM Tealeaf web application installation utility in the Troubleshooting chapter You have successfully logged into the Portal which means that the core web application is operational Start the IBM Tealeaf CX Passive Capture Application See Installation in the IBM Tealeaf Passive Capture Application Manual When the IBM Tealeaf CX Passive Capture Application started verify that session data is being captured and processed through the Pipeline Status utility i
156. on in Table 25 as a guideline for configuring SQL Server 2008 to work with IBM Tealeaf Consult SQL Server 2008 documentation and the Microsoft Developer Network for specific instructions with regard to configuring SQL server The information in this topic assumes you have installed SQL Server For information about installing SQL Server see SQL Server documentation Table 25 Configuring SQL to work with Tealeaf A reference table Things to do Notes Check the amount of RAM For a single server topology no more than 2 GB of the system RAM should be allocated to the SQL Server allocated to Microsoft SQL To check the amount of RAM 1 Right click the Computer icon on the desktop 2 Select Properties View basic information about your computer Windows edition Windows Server Enterprise Copyright 2007 Microsoft Corporation All rights reserved Service Pack 2 System Processor Intel R Xeon TM CPU 3 0GHZ 2 processors Memory RAM 4 00 GB System type 32 bit Operating System Connect to the Server Login to SQL is managed via the Microsoft SQL Server Management Studio A login screen is displayed that allows you so specify the Tealeaf Server name and click Connect Note If the Database Administrator completed a non standard configuration you will need details from the administrator If after clicking Connect you are not connected to the database contact the database administrator The database administrator can provi
157. ons perform the same actions as the Standard set and adjust additional directory permissions The extended set of installation options attempts to repair as many broken file and directory permissions as possible as required by IIS and ASP NET El 3 Directory Permissions NET Framework Virtual Directory Temp Chart Enviornment Temp Windows 4ssembly IS Temporary Compressed Files IIS Help Windowss netory IS Log Files Windows S ystems Figure 9 Standard options True True True True True True True True True True Some Portal installation settings cannot be changed Virtual Directory The following are the configurable virtual directory specific options Table 38 Virtual directory option definitions Option Description Action The action to be performed Install Upgrade or Remove Chapter 7 Troubleshooting 129 130 Table 38 Virtual directory option definitions continued IIS Website Option Description Name The virtual directory name Fore example http lt host gt Name Path The physical path of the web application or web service being installed Authentication The directory security settings for the website NT for NT Active Directory authentication e Anonymous for Database Portal authentication For more information on authentication see Authentication in the IBM Tealeaf cxImpact Administration Manual Allow HTTP Compression Assuming HTTP compression
158. or these dimensions to values that are useful for reporting purposes by creating whitelists of accepted values For example multiple URLs may be mapped to a single URL value search To initialize the predefined dimensions 1 When the installation is complete logging of these dimensions has been enabled As traffic is being captured and processed by Tealeaf applicable values for these dimensions are being logged into the Tealeaf database 114 IBM Tealeaf CX IBM Tealeaf CX Installation Manual See TEM Dimensions Tab in the IBM Tealeaf Event Manager Manual These dimensions are initially configured to report from a whitelist of values which means that the dimension reports from these whitelist values only Upon installation the whitelist is empty Before you can begin using these dimensions you must specify the whitelist of values which can be gathered from the logs into which detected values are inserted After installation please wait one hour or a suitable period of time to gather a sufficient sample of values into the logs 3 To make changes to these dimensions open the Tealeaf Event Manager a Login to the Tealeaf Portal b From the Portal menu select Configure gt Event Manager The Tealeaf Event Manager is displayed See Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual c Click the Dimensions tab d In the left panel click the URL Host App Server report group The dimensions are displayed for edi
159. ough by masking or blocking it It can only mask or block data collected via the IBM Tealeaf UI Capture for AJAX This library does not provide access to data contained on the page which is not managed by the library The following types of data cannot be made private by UI Capture e A visitor ID embedded in the HTML of the page e A static element not captured by the library which contains the visitor s account balance or Social Security number or similar Implementation considerations You cannot use UI Capture Privacy to cleanse data if you do not have the IBM Tealeaf UI Capture for AJAX implemented in your Tealeaf system In the IBM Tealeaf UI Capture for AJAX the TealeafClientCfg js includes the tlfieldblock configuration object where you can specify the fields whose values you wish to mask You can replace values with a specified string which enables searching for fields that have been masked through the Tealeaf Portal without revealing the data See Data Privacy in UI Capture in the IBM Tealeaf UI Capture for AJAX Guide Passive capture privacy After data is passed to the IBM Tealeaf system the first place in which data can be cleansed is on the IBM Tealeaf Passive Capture Application PCA server Cleansing data at the PCA server is known as passive capture privacy The PCA server is the optimal place for blocking internal employee access to customer sensitive information Types of personal information that you might w
160. outing HBR Session Agent in the IBM Tealeaf CX Configuration Manual For more information about enabling and scheduling cycle services see Configuring the Scheduling Service in the IBM Tealeaf CX Configuration Manual Copyright IBM Corp 1999 2014 119 Backing up and restoring IBM Tealeaf session data Scheduling and implementing periodic backups protects you from data loss and keeps a record of important sessions for future reference IBM Tealeaf provides backup and restore facilities for maintaining backups of IBM Tealeaf session and index data that is stored on Tealeaf Canisters Although backing up and removing session data on a daily basis is the ideal scenario implement a backup plan that fits your production environment maintenance and backup schedule Depending on the volume of data you are backing up it might make better sense to perform a partial backup instead of a full backup A partial backup saves all canister data files that have not been previously archived For information about backing up and restoring session data see TLBackup and TLRestore in the IBM Tealeaf cxImpact Administration Manual Creating a shutdown script in Windows You can create a shutdown script that runs CanSvcs exe before the computer shuts down When you shut down the IBM Tealeaf CX server it is important to ensure all IBM Tealeaf services were stopped before the server shuts down If services are not stopped in time the IBM
161. passively by sniffing TCP IP packets from the network via an existing spanning port or network tap Example types of captured data include e HTTP headers e URLs e URL form fields both get and post e URL Referrers e user login names e cookies e server host names e application e client IPs e page sizes e The HTML source code of the page returned to the customer and other diagnostics included in the HTTP S interaction between the customer s web browser and the web application The network sniffer provides a non intrusive real time method of capturing what each customer is doing and seeing across the entire session with your Web application It does not introduce any overhead latency and risk of disrupting traffic to the application Chapter 1 Overview 5 6 The capture process records the total round trip Internet delivery and page generation times for each page requested in the session page cancellations and the connection type experienced by the customer e g T1 DSL or dial up as measured by the page delivery rate The PCA server streams captured data to the IBM Tealeaf CX Server environment where it is received by Transport component of the Processing Server For additional security IBM Tealeaf supports encrypting this data transport For more information see the Passive Capture Application Manual in the IBM Tealeaf Passive Capture Application Manual Tealeaf server environment The Tealeaf
162. pecifying the Data Service Host Name or Machine IP address allows the Replay Server connect to the Data Service and retrieve Server Information This information is necessary for the Replay Server to determine which Replay Server is the master server Mail Server Use this page to specify the name or IP address of the SMTP Mail server Providing this information is optional If the mail server is not known use the default mail value You can change the value that you provide here after the installation is complete Canister Destination folder Use this page to set the directory in which the IBM Tealeaf Canister is created If you want to choose another directory click Change and select another folder At run time the system stores sessions in the Canister In most cases the Canister is located on a different drive than IBM Tealeaf mainly because this drive requires a lot of space IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 28 Tealeaf CX Installer pages continued Page Name Description Report Database Use this page to set the configuration for the Report Database If you are installing the report database on the local server verify the server name and the path for the installation directory and click Next If you want to install the report database on a remote server enter the name of the machine or IP address and the port number At the Should the installer
163. perty Department in your country or send inquiries in writing to Intellectual Property Licensing Legal and Intellectual Property Law IBM Japan Ltd 19 21 Nihonbashi Hakozakicho Chuo ku Tokyo 103 8510 Japan The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF NON INFRINGEMENT MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Some states do not allow disclaimer of express or implied warranties in certain transactions therefore this statement may not apply to you This information could include technical inaccuracies or typographical errors Changes are periodically made to the information herein these changes will be incorporated in new editions of the publication IBM may make improvements and or changes in the product s and or the program s described in this publication at any time without notice Any references in this information to non IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk Copyright IBM Corp 1999 2014 137 138 IBM may use or distribute
164. ple IBM Tealeaf CX IBM Tealeaf CX Installation Manual programs are provided AS IS without warranty of any kind IBM shall not be liable for any damages arising out of your use of the sample programs Trademarks IBM the IBM logo and ibm com are trademarks or registered trademarks of International Business Machines Corp registered in many jurisdictions worldwide Other product and service names might be trademarks of IBM or other companies A current list of IBM trademarks is available on the Web at Copyright and trademark information at www ibm com legal copytrade shtml Privacy Policy Considerations IBM Software products including software as a service solutions Software Offerings may use cookies or other technologies to collect product usage information to help improve the end user experience to tailor interactions with the end user or for other purposes A cookie is a piece of data that a web site can send to your browser which may then be stored on your computer as a tag that identifies your computer In many cases no personal information is collected by these cookies If a Software Offering you are using enables you to collect personal information through cookies and similar technologies we inform you about the specifics below Depending upon the configurations deployed this Software Offering may use session and persistent cookies that collect each user s user name and other personal information for pu
165. ple suppose the HTML response from your page includes the following user readable text Your Social Security No is 123 12 1234 This information may be necessary for the visitor to your site yet for security reasons it should be blocked from the data captured by IBM Tealeaf or encrypted so that only those IBM Tealeaf users that have been authorized can see it IBM Tealeaf CX IBM Tealeaf CX Installation Manual Note To manage these operations in IBM Tealeaf it is a recommended practice that you bracket data to block or encrypt with a specific set of HTML comments Example of blocking data To block the Social Security number data 123 12 1234 from IBM Tealeaf you should bracket the data in the response using the following HTML comments Your Social Security No is lt TLTIHB gt 123 12 1234 lt TLTIHE gt IBM Tealeaf Privacy can be configured to recognize these specific tags and then to block the data between them It is possible to configure IBM Tealeaf to recognize any set of bracketing comments However when the provided privacy rule is enabled the above bracketing comments are automatically recognized by IBM Tealeaf and the data is blocked The resulting output sent to IBM Tealeaf is the following Your Social Security No is lt TLTIHB gt XXXXXXXXXXX lt TLTIHE gt To enable this privacy rule additional configuration is required See Privacy Session Agent in the IBM Tealeaf CX Configuration Manu
166. pplication and the visitor s browser interacting with it e No errors or dropped packets No errors dropped packets or overrun packets at operating system network interface card and network level An ifconfig ethx command on the capture server should display a constant number of dropped packets or errors The X in ethx will be the number of the NIC card e g ifconfig eth0 If the number is increasing at a high rate there may be problems with the fidelity of the traffic sent to the PCA inadequate sizing of your PCA hardware for your traffic volume or both e Real visitor IPs The capture point can see the real visitor IPs or host address of visitor s IP Access to the real IP address of your visitors is a valuable resource for troubleshooting purposes For customers using load balancers this requirement may not be possible e Filtered traffic Spanned traffic is filtered down to the essential traffic only It is recommended that you filter out as much unnecessary traffic as possible at the network level before it is delivered to the PCA Filtering off loads processing resources that the PCA has to use to filter out traffic e TCP persistent connections disabled If HTTP persistent connections are enabled then the PCA will not be able to reassemble hits from in progress connections TCP Connections Sources of Traffic SPAN PORT A SPAN port is also known as Port Mirroring Port Mirroring is used on a network
167. r in the IBM Tealeaf Event Manager Manual Database IPv6 and IPv4 if present addresses are stored in the appropriate IBM Tealeaf database fields Access to the data is transparent to the user IP data is stored in the following databases e Reports v System if your internal network uses IPv6 e Visitor Staging e Visitor Reports e RSE Replay for IPv6 Through Browser Based Replay BBR and the desktop IBM Tealeaf RealiTea Viewer RTV application the replay of sessions containing IPv6 addresses is unaffected and transparent to the user e See CX Browser Based Replay in the IBM Tealeaf cxImpact User Manual e See RealiTea Viewer Replay View in the IBM Tealeaf RealiTea Viewer User Manual Chapter 1 Overview 41 Client Side capture IBM Tealeaf provides a DLL plugin for use with Fiddler to capture sessions for replay through the local client This tool is provided for proof of concept work in environments where IBM Tealeaf is not installed or available Client side capture supports the mapping of detected addresses to IPv6 format See Using Client Side Capture for Fiddler in the IBM Tealeaf Client Side Capture Manual cXConnect for IPv6 IBM Tealeaf cxConnect for Data Analysis supports the transparent export of IPv6 addresses for use in third party systems For more information see cxConnect for Data Analysis Administration Manual in theIBM Tealeaf cxConnect for Data Analysis Administration Manual 42 IBM
168. rdened with many privacy rules then it may not be able to handle the traffic in real time which might result in dropped or missing hits As you configure your privacy management rules for the PCA you should move privacy processing that is not required to the downstream IBM Tealeaf Privacy session agent in the Windows pipeline Note At this time the PCA does not support multithreaded privacy Privacy actions can only utilize a single core Running the PCA Privacy on a multi CPU system does not alleviate processing load problems presented by excessive privacy actions Through the PCA Web Console you can configure privacy rules to find beginning and ending text patterns between which the text can be blocked Privacy also enables regular expression pattern matching so complicated text patterns can be applied Using regular expressions is expensive to process For more information on the web console see Passive Capture Configuration via Web Console in the IBM Tealeaf Passive Capture Application Manual Pre Built privacy rules IBM Tealeaf IBM Tealeaf provides prebuilt rules that enable the blocking or encryption of data fields that have been marked in the response with the appropriate comments When you are building your web application you can mark content in the response with HTML comments These comments are not visible to the user However IBM Tealeaf can scan the response for them and then blocks or encrypts accordingly For exam
169. reates one Data backup and day of standard Extraction can be indexes done nightly Figure 3 IBM Tealeaf CX components processing Allocating IBM Tealeaf functions in a multi server environment The distributed architecture of the IBM Tealeaf solution provides you with options for distributing component functionality to meet varying data volume network architecture and business requirements For small volume deployments you can deploy the Storage Server on the same physical machine as the Processing Server While deploying the Processing and Storage Servers on a single machine does not provide the benefits of two separate machines it provides greater advantages for backup and search performance than running an entire Tealeaf system on a single Processing Server For high volume and multi data center environments the Tealeaf architecture can be scaled horizontally and distributed to meet real time processing loads while still providing a central location for session and aggregate data storage and a single IBM Tealeaf user experience The following scenario examines a high volume geographically distributed Web application where the production support team is concentrated in a fourth separate operations location that contains a SQL Server farm and SAN This example illustrates how the IBM Tealeaf CX architecture can be flexibly deployed while still delivering optimal performance and data security Data Center 1 PCA server and Proc
170. rposes of session management enhanced user usability or other usage tracking or functional purposes These cookies can be disabled but disabling them will also eliminate the functionality they enable Various jurisdictions regulate the collection of personal information through cookies and similar technologies If the configurations deployed for this Software Offering provide you as customer the ability to collect personal information from end users via cookies and other technologies you should seek your own legal advice about any laws applicable to such data collection including any requirements for providing notice and consent where appropriate IBM requires that Clients 1 provide a clear and conspicuous link to Customer s website terms of use e g privacy policy which includes a link to IBM s and Client s data collection and use practices 2 notify that cookies and clear gifs web beacons are being placed on the visitor s computer by IBM on the Client s behalf along with an explanation of the purpose of such technology and 3 to the extent required by law obtain consent from website visitors prior to the placement of cookies and clear gifs web beacons placed by Client or IBM on Client s behalf on website visitor s devices For more information about the use of various technologies including cookies for these purposes See IBM s Online Privacy Statement at http www ibm com privacy details us en section entitled Cookies Web Beacon
171. s e g application hostname path server browser OS e Routing The Processing server component also indexes completed sessions to enable retrieval using both free text and parametric search The recorded HTML session data and associated indexes to the sessions are written to local disk in an embedded flat file database referred to as the Long Term Canister For information about indexing see Configuring CX Indexing in the IBM Tealeaf CX Configuration Manual For information about the canister see Configuring the CX Canister in the IBM Tealeaf CX Configuration Manual The Storage server includes the Reporting and Archiving components The Archiving component provides a data storage environment for long term storage of collected data The archiving function lets you archive data for extended periods of time for problem resolution customer behavior analysis dispute resolution and other web archiving needs IBM Tealeaf CX intelligently determines which sessions are of interest and should be archived based on user defined data management rules For example you can archive customer sessions that include a certain class of errors or business events a random sampling or 100 percent of sessions captured Sessions not marked for archiving are discarded By providing a distributed dedicated storage environment with minimal disk activity the Storage Server improves overall search response time and provides the ability to conduct
172. s and Other Technologies Notices 139 140 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Printed in USA
173. s form conversion rates Tealeaf CX Installation Manual Table 31 Tealeaf solution and software distribution path continued If you are enabling this solution Navigate to Notes IBM Tealeafcx Verify Enablers cxVerify IBM Tealeaf cxVerify preserves a record of online customer interactions on a website or mobile device It helps online businesses maintain highly reliable records for dispute resolution fraud investigations and audit and compliance purposes IBM TealeafcxView Enablers cxView IBM Tealeaf cxView gathers the customer experience dataset of IBM Tealeaf cxImpact and puts it into executive level dashboards scorecards and reports 2 Double click setup exe 3 Select the language that you want to use for the installation wizard pages and click OK 4 In the License screen review the license terms If you agree to the license terms select I accept the terms and click Next 5 When the Begin Installation page is displayed click Install to start the installation process 6 When the Installation Complete page is displayed click Finish You have successfully enabled the IBM Tealeaf solution s The following native application frameworks are installed on the Portal Server as a result if installing IBM Tealeaf CX Mobile e Tealeaf Android Logging e Tealeaf iOS Logging These logging frameworks are installed as ZIP files in the following location on the Portal Server lt T
174. se by running it s setup exe are same regardless of the product To enable an IBM Tealeaf solution 1 In the software distribution navigate to the solution you are enabling Table 31 Tealeaf solution and software distribution path If you are enabling this solution Navigate to Notes IBM TealeafcxImpact Enablers cxImpact IBM Tealeaf cxImpact enables IBM Tealeaf features and functions that transform the dataset captured by IBM Tealeaf CX into visually re playable and completely searchable customer sessions IBM TealeafcxConnect for Enablers IBM Tealeaf cxConnect for Voice of Voice of Customer cxConnectVOC Customer provides integration to theIBM Tealeaf customer experience dataset with any Voice of Customer VOC application IBM TealeafcxConnect for Enablers IBM Tealeaf cxConnect for Web Web Analytics cxConnectWA Analytics provides you with a product that integrates theIBM Tealeaf customer experience dataset with any web analytics application to help uncover trends or anomalies such as a difference in conversion rates between two time periods or customer segments IBM TealeafCX Mobile Enablers cxMobile IBM TealeafCX Mobile modules capture replay and analyze the experiences of visitors those are accessing your web application from mobile devices IBM TealeafcxOverstat Enablers IBM Tealeaf cxOverstat provides a cxOverstat product that identifies problematic hotspots optimizes page count and improve
175. ses available for search addresses of either IPv4 or IPv6 format must be captured and normalized to a format that is known to the IBM Tealeaf indexing and search processes IBM Tealeaf supports two methods of capturing and translating addresses e PCA e Inflate session agent PCA support for IPv6 If you have deployed PCA Build 3501 or later you can enable the capability to capture IPv6 addresses IPv4 addresses can be translated into an IPv6 format for indexing and search Note If you cannot upgrade to PCA Build 3501 or later at this time you must deploy the Inflate session agent in every Windows processing pipeline in order to support indexing and search of IPv6 addresses IPV6 addresses in the Web Console Beginning in PCA Build 3600 you can configure the Web Console to accept IPv6 addresses by default IBM Tealeaf CX IBM Tealeaf CX Installation Manual e See Passive Capture Configuration via Web Console in the IBM Tealeaf Passive Capture Application Manual Prior to PCA Build 3600 IPv6 addresses could not be entered through the PCA Web Console Data insertions into the request IPv6 format When IPv6 capture is enabled and IPv6 addresses are detected in the capture stream the following variables are inserted into the env section of the request IPV6_XLAT False IPV6 True REMOTE_ADDR fe80 20b dbff fe93 a462 LOCAL_ADDR fe80 213 72ff fe67 ed26 SERVER_NAME fe80 213 72f Ff fe67 ed26 IPV6_REMOTE_ADDR FE80
176. set up the SQL Reporting database s screen click Yes to install the database or click No to install the database at a later time Note If you select Yes to set up the Reporting database at install time but do not have the required authorization to do so the installation finishes with errors and the Reporting database is not set up Online Help Use this page to set up access to the online help If you do not know the user name and password to enter you can leave the fields blank and enter them later through the IBM Tealeaf Portal See CX Settings in the IBM Tealeaf cxImpact Administration Manual When these values are configured users can automatically access IBM Tealeaf Online Help by clicking Help the Portal Point of Contact Use this page to set contact information for the IBM Tealeaf Administrator at your site The Point of Contact is the individual to contact when Tealeaf users have questions about user accounts or the Tealeaf installation If you do not know this information you can leave these fields blank and enter them later through the IBM Tealeaf Portal For more information see CX Settings in the IBM Tealeaf cxImpact Administration Manual Note The email address for the Tealeaf Administrator is not required however IBM Tealeaf uses the specified email address to deliver important updates Updates can contain information about system issues and configuration changes including the automated dis
177. stem start up for single server topology on page 99 Verifying system start up for a multiserver installation environment on page 100 Support for virtualized server environments IBM Tealeaf supports the installation of a subset of Tealeaf components into a server virtualization solution such as those offered by VMWare Citrix or Microsoft For all virtualized server environments it is recommended to use a dedicated environment due to the unpredictable and volatile nature of the system resource requirements necessary to support data processing in the IBM Tealeaf system Resources must be allocated to meet the minimum system requirements specified by the Tealeaf sizing recommendation provided by Tealeaf Professional Services Support restrictions Tealeaf is not responsible for supporting the identification or resolution of performance issues when Tealeaf is deployed in a shared VM environment For any Tealeaf component that is deployed in a virtual server environment Tealeaf software in a non shared virtual server environment or non virtual server environment Tealeaf components that support virtualization Table 20 Tealeaf components that work in a virtualized environment Virtual machine support Yes or Component No Notes Passive Capture No The IBM Tealeaf Passive Capture Application is a Appliance high performance real time processing engine that requires a dedicated server Processing Server Yes Due
178. stomer Support Using the TLTMaint script to maintain Canister stability 132 TLTMaint checks the stability of the Canister and its files When a corruption is detected in any of the Canister data files an attempt is made to correct the condition by rebuilding the corrupted table If stability of the Canister cannot be maintained TLTMaint does not allow the Canister services to start TLTMaint is normally started by the TeaLeaf Canister Server program but can also be run manually at the command line Note TLTMaint rarely requires extra configuration after installation Unless explicitly told to do so by IBM Tealeaf personnel services you should not have to use or configure TLTMaint Do not attempt to perform this procedure without fist consulting with IBM Tealeaf technical support To run the TLTMaint script manually use the following command line options e h Help e v Verbose output e CheckOnly Performs check on tables without fixing anything e Noserver Recovers files without datastore Canister Archive services running TLTMaint publishes its processing to the Windows application log It also stores log files in the TeaLeaf Logs directory On services startup TLTMaint performs the following checks e Locates the installation path of TeaLeaf by checking the Registry e Checks for the ctsrvr cfg file e Loads its own CFG file TLTMaint cfg e Creates Canister spacer file TLTMaint calculates spacer file siz
179. t is a potential single point of failure To protect against this a hot standby HBR Server may be configured The standby server should be identical in capabilities and configuration to the primary HBR Server The PCA server can be configured with a primary and secondary delivery peer where the primary peer is the active health based router and the secondary peer is the failover HBR machine See Health Based Routing HBR Session Agent in the IBM Tealeaf CX Configuration Manual Non HBR configurations with multiple Processing Servers You can achieve higher availability by having two PCA servers feeding two Processing Servers For configurations with multiple Processing Servers and no Health Based Routing that use the PCA failover feature the supported solution is to use and active active model for failover management In this model the PCA is configured to send half its data to each Processing Server If the connection to a Processing Server is lost the PCA sends all its data to the remaining server IBM Tealeaf CX IBM Tealeaf CX Installation Manual An alterative approach using one active Processing Server with a standby Processing Server for failover is not supported Delivery to multiple Processing Servers can be configured through the PCA Web Console For information about using the Web console see PCA Web Console Delivery Tab in the IBM Tealeaf Passive Capture Application Manual High availability Portal web applica
180. t detectable on the network having no physical or logical address can deal with full duplex and non shared networks and will usually pass through traffic even if the tap stops working or loses power SPAN PORT AGGREGATOR SPAN Port Aggregation is a technology that combines a bidirectional full duplex data transmission into one single stream of data Additionally aggregation can allow for the combination of data transmitted from multiple networks or SPAN ports An identical copy of this single stream of data can then be sent to any connected monitoring device The connected monitoring device can receive the entire full duplex conversation or aggregate data from multiple networks with a single network interface card NIC also without having to reassemble the traffic Port Requirements Port Definition and Configuration Your IT team might be required open various TCP ports to enable communication with IBM Tealeaf The types of communications can include e Source Request e Destination server to handle request e Port Number The port number which needs to be opened Table 33 Port details Source Destination TCP Port Capture Server Linux CX Processing Server 1966 Tealeaf End User desktop CX Processing Server for session retrieval 19000 Tealeaf End User desktop CX Reporting Portal for the Tealeaf Web 80 Portal Chapter 4 Installing IBM Tealeaf 103 Table 33 Port details continued Source
181. t is processed there is a small window of time in which the data is exposed and accessible Some company security policies might not permit this type of spooling storage or might require additional deletion or data scrubbing of the storage area to ensure that no sensitive data remains Dealing with performance implications of Windows pipeline privacy When your privacy configuration results in too much CPU processing you can try the following to reduce the load e Split your privacy rules between two or more instances of the privacy session agent by creating a child pipeline See Session Router Session Agent in the IBM Tealeaf CX Configuration Manual Split your privacy rules across more than one server by putting a privacy session agent into the pipeline on each server with a portion of your privacy actions in each See Health Based Routing HBR Session Agent in the IBM Tealeaf CX Configuration Manual Applying privacy rules to Windows pipeline session agents IBM Tealeaf provides a utility for testing and iterating on the development of privacy rules While these rules are applied using the Windows pipeline session agents the same rules can be applied through PCA privacy management For more information see Privacy Tester Utility in the IBM Tealeaf CX Configuration Manual Applying Privacy to Binary Response Formats For release 8 2 or later IBM Tealeaf supports the ability to apply privacy rules to the responses for the MS
182. t must have privacy applied to them could have the tag private as part of the identifier For more information see Table 23 on page 61 60 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 22 Considerations for web application development and request and response data continued Do this For this reason Avoid the use of encrypted or encoded field values Use of encrypted or encoded field data within the web site application can complicate and slow down the extraction process e Where data can be decoded Tealeaf can extract information with some additional configuration work In cases where the data is truly encrypted Tealeaf may not be able to extract that information Encryption refers to application level encryption of specific data items such as form field or cookie values Avoid the use of client generated data Applications should avoid using date and timestamps generated on the client as these values are different from the values recorded by the server at the time of capture by Tealeaf For best results use server side data for generating values such as timestamps Embed report segmentation data in requests Provide hidden fields or name and value pairs in the request for data that may be used for report segmentation For example when a customer logs in to the web application submit in the request hidden fields such as Account Company and Geographic Region Insert n
183. tdown Properties dialog click Add In the Add a Script dialog 1 Click Browse beside the Script Name field and navigate to the following path Program Files TeaLeaf CanSvcs exe 2 In the Script Parameters field enter stop 3 Click OK twice d Close the MMC window and save the console By default the file is saved here C Documents and Settings lt current user gt Start Menu Programs Administrative Tools Consolel msc The registry entry HKEY LOCAL MACHINE gt SYSTEM gt CurrentControlSet gt Control gt gt gt gt WaitToKil lServiceTimeout determines how long the system waits for TeaLeaf services to stop after notifying the service that the system is shutting down This value is automatically set to 600 000 milliseconds 10 minutes by the IBM Tealeaf CX installation program Resetting IBM Tealeaf system service stop times The length of time IBM Tealeaf waits for TeaLeaf services to stop after notifying the service that the system is shutting down is set automatically by the IBM Tealeaf CX installer program The default value is 600 000 milliseconds 10 minutes You can reset the time that IBM Tealeaf waits for TeaLeaf services to stop after notifying the service that the system is shutting down by editing the registry entry HKEY_LOCAL_MACHINE gt SYSTEM gt CurrentControlSet gt Control WaitToKil1lServiceTimeout Updating user agent files IBM Tealeaf uses publicly available standards for detecting user agen
184. ter installation of Tealeaf databases is hosted on a machine that also hosts other Tealeaf software such as the Reporting Server you may use a supported 32 bit version of SQL Server However Tealeaf recommends 64 bit versions of SOL Server If you are upgrading from Tealeaf 6 2 or earlier you must upgrade to SQL Server 2008 or later See Upgrading SQL Server for Tealeaf in the IBM Tealeaf Databases Guide Software requirements for the Passive Capture Application server The server used for passive capture must meet the following software requirements e Red Hat Enterprise Linux 5 or SuSe 10 e root user access to the server e A minimum of 16 gigabytes of RAM Before you install IBM Tealeaf use Table 21 as a worksheet to confirm that the required Red Hat Package Manager RPM files are installed on the Linux server that you are using for passive capture The required packages vary by operating system Table 21 lists packages required for Red Hat 5 and SUSE 10 For other versions of the OS please refer to the product documentation To resolve dependencies and to download the required RPM files consider using Yum Note There might be more recent versions of packages available however only those listed in Table 21 have been validated for compatibility with IBM Tealeaf If you do use a newer version and start experiencing issues with the PCA consider reverting back to the listed versions Table 21 Required Red Hat Package Mana
185. the Data Service You can configure the Report server timezone and change various Report server configuration settings Configuring the Search Server Search Server implements several low level functions used by the IBM Tealeaf system to retrieve session data and to monitor the systems that maintain it You can configure Search server settings Copyright IBM Corp 1999 2014 109 e Configuring the Scheduling Service The IBM Tealeaf Scheduling Service can be used to schedule repeated Tealeaf specific jobs which include TLI archiving backups and extractions During installation the Tealeaf Scheduling Service is configured to automatically start up yet some default jobs are disabled You can change these settings as you see fit For information about configuring the Tealeaf Event bus see the IBM Tealeaf cxConnect for Data Analysis Administration Manual For information about configuring the Tealeaf Cookie Injector see Installing and Configuring the Tealeaf Cookie Injector in the IBM Tealeaf Cookie Injector Manual Configuring Portal settings 110 After you log in to the Portal you can configure it for use Table 35 lists the initial configuration tasks for the Portal Instructions on how to perform the configuration tasks are documented in the IBM Tealeaf cxImpact Administration Manual Note You can use the Tealeaf Management System TMS to perform many of the operations for configuring Tealeaf servers and services
186. the topology to use for your IBM Tealeaf installation consult with IBM Tealeaf professional services After you have installed and configured IBM Tealeaf CX and IBM Tealeaf products you can manage the deployment environment for the IBM Tealeaf CX components a single server or as a collection of servers Related tasks Identifying available resources on page 65 Topology variations The physical architecture of your IBM Tealeaf installation environment can be distributed across multiple servers Figure 3 on page 44 illustrates a three server configuration for IBM Tealeaf The illustration shows the various processing components on the servers and illustrates the functional relationship between the servers at run time Copyright IBM Corp 1999 2014 43 All Traffic Real Time All IPs and Ports Captured Traffic Real Time Decrypted RequestResponse Stored Sessions Moved Nightly Daily Canisters Daily Indexes Capture Storage Machine o Server Canister index R portng DB Processing Processing Processing Filters IPsiPorts Pipeline sessionizes Archiver moves daily Assembles filters sensitive data canister and indexes Decrypts Live Canister events Merges dally indexes Filters out images and alerts Extended Canister Daily Canister stores Stores many days of one day of sessions sessions Indexes c
187. thers the configuration information for your IBM Tealeaf CX installation and creates the installation when you click Install Installing IBM Tealeaf CX provides the platform that is required for IBM Tealeaf solutions The installation wizard includes panels for installing databases however you can choose to install databases after running the installer Note The following installation instructions assume that you are installing IBM Tealeaf CX for the first time This process installs the base files and creates the necessary databases You need to provide the additional information to identify the Data Collector and Report Server if you are not performing a full installation and you are installing an instance of the Tealeaf Portal that does not use the default Data Collector and Report Server settings The following information is required to configure the Data Collector and Report Server settings e SQL server name and port e Database name for the Data Collector and Report Server e Database path for the Data Collector and Report Server After the Tealeaf Portal is installed you can log in to the portal and click Tealeaf gt Portal Management gt Manage Servers to edit the server configuration for your IBM Tealeaf environment To install IBM Tealeaf CX 1 In the software distribution navigate to the following folder cx TealeafCx 2 Double click setup exe to launch the installer 3 In the Select the language for the installation d
188. tics tag an HTML comment a breadcrumb trail indicator such as text or an image to indicate the step in the process that the user has reached IBM Tealeaf CX IBM Tealeaf CX Installation Manual Rich internet applications When developing a site that includes one or more Rich Internet Applications utilizing AJAX Flex or significant client side script you must deploy the IBM Tealeaf UI Capture for AJAX to capture client side user interface events Development of these types of applications has additional recommended practices See UI Capture for AJAX Best Practices in the IBM Tealeaf UI Capture for AJAX Guide lt A_UNIQUE_VAR_NAME SOME_VALUE gt Session tracking and cookies Tealeaf evaluates all of the request response pairs hits between the servers and the clients to recreate the customer experience From this interleaved data Tealeaf requires all requests and responses of the session and a common key to join them to the session Typically this identifier is a session level cookie defined by the web application such as ASP NET SessionId or JSESSIONID In some cases such as landing pages this session tracking cookie is not set on each hit This case can result in orphaned standalone hits that are not assigned to a specific session To limit these orphaned hits verify that session tracking information is available on every web page served by the web application If the web application cannot provide this iden
189. tifier the Tealeaf Cookie Injector can be deployed on your web server to provide an appropriate session tracking cookie See Installing and Configuring the Tealeaf Cookie Injector in the IBM Tealeaf Cookie Injector Manual Related concepts Data privacy and Web application development on page 14 Pre Built privacy rules IBM Tealeaf on page 16 Chapter 2 Planning the installation 63 64 IBM Tealeaf CX IBM Tealeaf CX Installation Manual Chapter 3 Preparing to install the software Preparing to install IBM Tealeaf CX involves assessing your current IT resources determining and cataloging the IBM Tealeaf CX component to server assignments installing and configuring prerequisite software and preparing the servers and your network environment to accept IBM Tealeaf Identifying available resources Identify your assets to make the best use of those resources already available You must be familiar with your current hardware and software Prepare a list of the available assets You are assessing your current enterprise information system to determine if you require any additional hardware or software to meet your business needs 1 Determine the number of physical computer systems you will use and itemize each piece of physical hardware Note the following e Amount of installed memory e Number and type of installed microprocessors e External media e Whether a particular unit can be upgraded 2 Itemize the currently
190. ting TEM Dimensions Tab in the IBM Tealeaf Event Manager Manual Tealeaf also provides the following dimensions Connection Type Depending on the computed speed of traffic between visitor and web server this dimension buckets the visitor s session into one of four connection types Dial Up ISDN DSL Tl See Analyzing Performance in the IBM Tealeaf Reporting Guide Content Type This dimension contains the value of the HTTP header for CONTENT_TYPE captured from the hit If the header value begins with text or application the reported value is Page Otherwise the value is set to unknown No additional configuration is required Request Cancelled If the hit was cancelled by the visitor or the server this value is set to true No additional configuration is required Traffic Type This dimension identifies the type of user agent that is initiating the session Possible values include Browser Bot and Mobile among others Note Detection of user agents including the type of traffic requirements deploying the Tealeaf Reference session agent in your Windows pipeline and enabling extended user agent parsing See Managing User Agents in the IBM Tealeaf cxImpact Administration Manual After a sufficient period has elapsed to capture a good sample of data for each dimension into the logs you may specify the whitelists for each of the dimensions See TEM Dimensions Tab in the IBM Tealeaf Event Manager Ma
191. tion In the event of a failure of the Portal Web application a failover switching script can be executed to resume functioning of the Web application on a separate platform Typically a secondary machine with identical configuration is deployed as a failover with the suite of Tealeaf Data Services stopped When this machine becomes active a script starts the services which then assume collection of session data from the Processing Servers To start the secondary machine login to the machine and select the following shortcut from the Windows Start menu Start gt gt All Programs gt Tealeaf Technology gt Start Tealeaf Services High availability Reporting server The Tealeaf Reporting Server hosts the Report Server and Portal Web application which are supporting components of the Tealeaf Web Portal application These components store data in a SQL Server database that can be installed locally on the Reporting Server or installed remotely on a separate server User access to Tealeaf functionality is via a combination of the Tealeaf Web Portal and the IBM Tealeaf RealiTea Viewer Both access methods depend on the Reporting Server being available At any time a Tealeaf installation should only have a single instance of the Tealeaf Data Service a component of the Reporting Server since this data is collected from Processing Servers aggregated and then removed from subsequent collection As a result high availability strategies
192. to issues in the installation environment or permission restrictions the Portal components may not install properly the first time Do not execute the IBM Tealeaf CX Web Application Installation utility unless you are experiencing issues with the IBM Tealeaf CX Portal Related tasks Verifying system start up for single server topology on page 99 How the IBM Tealeaf web application installation utility works Use the information here to learn about the IBM Tealeaf web application installation utility To launch the IBM Tealeaf CX Web Application Installation Utility please select the following from the Windows Start menu Start gt Programs gt Tealeaf Technology gt Tealeaf CX Portal gt CX Web gt Application Installation Utility Copyright IBM Corp 1999 2014 127 Tealeaf IIS Utility amp Web Application Installer E 1 Virtual Directory Acton Install Name Portal Path D 4 TeaLeaf Portal w ebA Authentication Anonymous Allow HTTP Compression True IS Web Site Default Web Site 1 ASP NET Framework y2 0 50727 x86 Standard Extended Application Pool lt Web Site Default Verty Script Maps True M Show tule E 2 IS Web Server Verty Extensions and Filters True Set ATY Mime Type True Reset Enable HTTP Compression True HTTP Compression Level Normal Execute Update 404 Handlers True The physical path of the web application web service being installed 11 25 13 TLITSUtility Ready
193. to high processing and I O loads at least 8 cores and 16 GB of RAM must be dedicated to the instance that runs the Tealeaf software Other Yes Tealeaf supports Microsoft SQL Server 2008 R2 and Windows based 2012 in virtual server environments that adhere to Tealeaf Servers Microsoft support policies guidelines and restrictions IBM Tealeaf CX IBM Tealeaf CX Installation Manual System requirements for installing IBM Tealeaf To install IBM Tealeaf make sure the operating system hardware and software requirements are met Operating system requirements Make sure that the machines on which you install IBM Tealeaf CX meet the operating system requirements documented here Operating system requirements for the Report server The time zone for the Windows machine hosting the IBM Tealeaf Report Server must be configured to match the IBM Tealeaf system time zone See Configuring the System Timezone in the IBM Tealeaf CX Configuration Manual See Configuring the Report Server in the IBM Tealeaf CX Configuration Manual Operating system requirements for running IBM Tealeaf IBM Tealeaf installer One of the following operating systems must be installed prior to running the IBM Tealeaf IBM Tealeaf installer e Microsoft Windows Server 2008 64 bit IBM Tealeaf supports SQL Server 2008 Standard or Enterprise 32 bit or 64 bit versions are supported The R2 version is recommended and SQL Server 2012 Note For Windows
194. ts e BrowsCap csv The BrowsCap csv file detects fixed user agents and contains definitions for various web capable devices BrowsCap csv is widely used in commercial applications Note Tealeaf administrators can use UserCap csv to supplement the contents of the BrowsCap csv file with user agents that are not listed in the standard e WURFL csv The WUREFL standard detects mobile user agents Store BrowsCap csv and WURFL csv the in the following location lt Tealeaf_Install_Directory gt system Install the files on any Canister server or Health Based Routing server where the Tealeaf Reference session agent is installed Chapter 6 Administering and managing IBM Tealeaf CX 121 122 To enable detection of fixed and mobile user agents the Tealeaf Reference session agent must be installed in each Windows pipeline that processes session data See Tealeaf Reference Session Agent in the IBM Tealeaf CX Configuration Manual Health Based Routing enables load balancing between multiple Canisters in a Tealeaf environment See Health Based Routing HBR Session Agent in the IBM Tealeaf CX Configuration Manual Installing the most up to date version of the fixed user agent file BrowsCap csv IBM Tealeaf uses a publicly available standard to identify your visitor s browser capabilities As new browsers and web devices are released or updated the version of BrowsCap csv that is installed on your system might become out of date C
195. tus confirm that traffic is being received Look for non zero entries in the hit sec column that go all the way from the top line down to the canister line IBM Tealeaf CX Dashboards Active Searc A Configu Tealeaf Admin Server QABASE070 w Update Interval secs 2 151 000 953 040 Figure 6 Verifying traffic from the Pipeline Status tab If there are only a few hits every minute that stop part way down these are statistics hits from the PCA server and are not real HTTP traffic If there are zero s in all columns then no traffic is being received from the PCA Chapter 4 Installing IBM Tealeaf 105 106 Verifying system status You can use the Tealeaf portal to monitor and verify system status To verify system status 1 If you have not already done so log into the Tealeaf Portal 2 From the menu bar select Tealeaf gt System Status 3 Select the type of systems status to check You can perform the following types of checks e Status Summary e Canister e DecoupleEX e Storage e Health Based Routing e Database Filegroup Size Database Table Size e Data Collector Statistics e Fact Collection Rate e Collection Status Backing up the IBM Tealeaf event model Through the Portal you can define tasks to automatically create backups of critical event model data As needed Portal backups can be restored returning your Tealeaf solution to a previously saved state For i
196. twork for articles to determine which is installation method is best for your site 3 Add the following features to the Application Development role e ASP NET 4 5 e Net Extensibility 4 5 e ISAPI Extensions e ISAPI Filters You can use the Windows Server Add Roles and Features wizard to add features to the Application Development role For information on how to add roles and features see the Windows Server documentation or articles on MSDN You now need to register IIS Related concepts Operating system requirements on page 47 Registering lIS After you install the latest Net Framework you must register IIS to ensure that the framework is ready to receive the Tealeaf installation To register IIS 1 From the Windows icon select Run 2 Type cmd and press Enter to open the Windows Command Prompt 3 Navigate to the directory where Net Framework is located Typically Net Framework is located in the following directory systemroot Microsoft NET Framework versionNumber For example windows Microsoft Net Framework64 v2 0 50727 4 From the Net Framework directory enter the command aspnet_regiis i 5 Press Enter You can now ready to configure SQL Server to work with IBM Tealeaf IBM Tealeaf CX IBM Tealeaf CX Installation Manual Setting up SQL Server to work with Tealeaf After installing SQL Server you need to configure it to work with Tealeaf Setting up SQL Server 2008 to work with Tealeaf Use the informati
197. types of privacy actions These rules should be avoided unless absolutely necessary Note A single regular expression rule can be created which causes the PCA to begin dropping traffic Use them cautiously Chapter 1 Overview 19 20 Some regular expressions must examine each character in the data as well as a predefined preceding number of characters to match the pattern The net result is the following computation for number of searches of characters in data of preceding characters to match Including several rules with these types of regular expressions can raise the processing requirement for each hit to dangerously high levels Whenever possible use plain text to identify the start and end pattern of what you wish to block or encrypt In your rule configuration you may also use the Stop Processing flag which stops evaluating the data if you need to block only the first occurrence of the data This flag allows privacy to stop searching after the rule has been triggered For example if you know that a customer s login ID is displayed only once on any page then this flag is useful for limiting the processing required to block it For text sequences occurring at the beginning of the response the Stop Processing flag can make a considerable difference in processing requirements See PCA Web Console Rules Tab in the IBM Tealeaf Passive Capture Application Manual Related concepts Managing multiple levels of data
198. u might use this command C src current Installations Upgrade_MSI PROJECT_ASSISTANT Upgrader_MSI DiskImages DISK1 setup exe s v qn DBUPGRADEOPTION 2 Enabling your IBM Tealeaf solution After you install IBM Tealeaf CX you can enable it for use by running setup exe files Running a setup exe file unlocks features and functions in most cases though a license mechanism specific to the IBM Tealeaf solution that you will use manage your customer s experience Chapter 4 Installing IBM Tealeaf 89 90 Some IBM Tealeaf solutions can be enabled only if IBM Tealeaf Portal and IBM Tealeaf CX components are installed while other IBM Tealeaf products can be enabled regardless of whether Portal is installed The following IBM Tealeaf solutions can be enabled only if you have installed IBM Tealeaf Portal e IBM Tealeaf cxImpact e IBM Tealeaf cxConnectVOC e IBM Tealeaf cxConnectWA e IBM Tealeaf cxMobile cxOverstat cxView Running the setup exe files for these products registers them and enables them for use You must run the setup exe files on the server hosting the IBM Tealeaf Portal The following IBM Tealeaf solutions can be enabled regardless of whether you have installed IBM Tealeaf Portal e IBM Tealeaf cxConnectDA e IBM Tealeaf cxReveal e IBM Tealeaf cxVerify You can run the setup exe files for these products locally on the same machine as IBM Tealeaf CX or on a different machine e If you run the setup e
199. ublished by your web application In this End to End scenario you can complete the steps required to configure the Login ID hit attribute event and session attribute and then surface this data for use in search and search results To configure the Login ID to be searchable 1 Access the Event Manager 2 See Configure Hit Attribute Login ID in the IBM Tealeaf cxImpact User Manual Re mapping components to reference session attributes Similar to the Login ID configuration some IBM Tealeaf CX components are pre configured to reference the first four session attribute slots These pre configured mappings are used to support customers upgrading from Release 7 2 or earlier In earlier versions of IBM Tealeaf these first four session attributes were known as UserDef 1 UserDef 4 Table 36 shows the default display names and the internal identifiers for these session attributes which are assigned automatically during upgrade or new installation Table 36 Review Session Attributes 1 4 Default Display Name Internal Name Release 7 2 or earlier name Session Attribute 1 CustomVar 1 UserDef 1 Session Attribute 1 CustomVar 2 UserDef 2 Session Attribute 3 CustomVar 3 UserDef 3 Chapter 5 Configuring IBM Tealeaf 113 Table 36 Review Session Attributes 1 4 continued Default Display Name Internal Name Release 7 2 or earlier name Session Attribute 4 CustomVar 4 UserDef 4 For some IBM Teal
200. ure is configured to send data to the IBM Tealeaf Passive Capture Application in a method that is suitable for capture See Tealeaf PCA Network Capture Traffic Requirements in the IBM Tealeaf Passive Capture Application Manual Preparing the network environment involves opening ports configuring email requirements and configuring the replay service To prepare the network environment 1 Configure firewall openings for bidirectional communication See Table 26 for a description of the ports to open Table 26 Opening Ports 2 Change Port way Origination Destination port Description 22 Y IBM Tealeaf CX IBM Tealeaf N Remote Secure Shell server or Passive Capture administrator s Application server desktop PCA server 25 Y IBM Tealeaf CX SMTP Mail system N Sends mail via SMTP from components of IBM Server Tealeaf CX to the mail server 80 or Y Portal thin client IE Portal Server IBM N Thin Client Note To enable effective replay 443 and IBM Tealeaf Tealeaf CX server the Replay Server might require access to static RealiTea Viewer Pro content stored on the origin server Typically Analyst desktop this access occurs over ports 80 or 443 See Configuring the Replay Server in the IBM Tealeaf CX Configuration Manual 1433 Y Report Server Remote SQL Y Needed only if Reporting DB is MSSQL and Server Report Server is on a platform other than MSSQL server 1966 Y Capture Filters IBM Tealeaf CX Y Capture
201. vide insight into business process health customer activity application errors page errors and response time problems Events can be defined against the occurrence or absence of a single value text pattern page attribute session attribute or compound conditions appearing in a page or across the entire session See TEM Events Tab in the IBM Tealeaf Event Manager Manual Observed events are used for real time alerting reporting and searching Alerting functions are processed by an alerting service which evaluates event counts against user defined thresholds and alerting actions See Configuring the Alert Service in the IBM Tealeaf CX Configuration Manual IBM Tealeaf CX IBM Tealeaf CX Installation Manual Aggregate event counts are populated by a data collector service into the Report Server reporting database on the Storage Server See Data Aggregation and Retention in the IBM Tealeaf cxImpact Administration Manual Event markers are also embedded into the sessions to enable indexing and session retrieval A key filtering function in the transport component removes or encrypts sensitive data to avoid unauthorized access from unauthorized personnel Other common pipeline operations include the following e Data Removal e g removing hits from an unwanted source as keep alive hits e Data Queuing e Data Inflation e g inflating hits with compressed responses e Privacy e Normalization of some field
202. xe files for these products locally and you have installed IBM Tealeaf Portal you can then use Portal to register and enable the products for use If you have not installed Portal you can still enable these products for use by running the setup exe files locally Enabling products for use in this manner involves changing configuration files manually e If you are not running the setup exe files for these products locally meaning you are not enabling them for use on the same machine on which IBM Tealeaf CX is installed then you can enable them by running the setup exe on a separate machine The following table lists the IBM Tealeaf solutions and the publications needed to install and enable the solutions for use Table 29 Publications with installation instructions Go to this To enable this IBM Tealeaf publication for solution instructions Notes IBM Tealeaf cxReveal IBM Tealeaf IBM TealeafcxReveal enables features cxReveal and functions that use core functionality Administration of the Tealeaf CX platform session Manual replay and search and packages it into a simple user interface for efficient use by customer service representatives sales associates and marketing personnel IBM Tealeaf CX IBM Tealeaf CX Installation Manual Table 29 Publications with installation instructions continued solution To enable this IBM Tealeaf Go to this publication for instructions Notes IBM Tea
203. y that server is lost To protect against data loss resulting from such a failure additional PCA server systems can be configured to run in a master slave configuration A heartbeat check from the secondary device published NIC polls the primary device published NIC at a pre configured interval if the polling is not successful the secondary device begins writing data to the Processing Server The master server in a pair is the normally active server The slave server continually monitors the status of the master through a heartbeat check In the event of a failure in the master the slave assumes responsibility for the capture of data from the master server The slave server can be configured to fall back to the master server when the master becomes operational again Requirements To enable PCA device failover please verify the following requirements in your Tealeaf environment PCA configurations on each device must be identical except for the failover settings Changes to PCA configurations in one device must be applied to the other e A second capture point SPAN port or tap must be active and connected to the secondary device See PCA Web Console Interface Tab in the IBM Tealeaf Passive Capture Application Manual e Both PCAs must be receiving identical traffic feeds Delivery failover mode The IBM Tealeaf Passive Capture Application supports two methods of deliver failover management depending on the version in us
204. you may disable this mobile based renderer for individual groups through the Portal Management page See CX User Administration in the IBM Tealeaf cxImpact Administration Manual section See cxReveal User Administration in the IBM Tealeaf cxReveal Administration Manual section Related tasks Enabling your IBM Tealeaf solution on page 89 Configuring the network interface cards NICs Before you install IBM Tealeaf Passive Capture Application server or IBM Tealeaf CX configure the settings on your network adapter Configure the following network adapter settings in your operating system for use in your network environment Host Name DNS Servers IP Address IP address for management on the PCA and one IP address for the IBM Tealeaf All in one server Subnet Mask Default Gateway Note The IBM Tealeaf Passive Capture Application server can have multiple NICs For information about configuring NICs for the Passive Application Server see theIBM Tealeaf Passive Capture Application Manual Checking server requirements Before you install IBM Tealeaf CX and enable CX features and functions make sure that the server meets the RAM disk space CPU core count and NIC card requirements 1 For information about disk space select Start gt Computer from Windows a Click the General tab to display information about disk capacity the fee space available 2 For information about CPU and RAM select Start gt

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