emailtopia Response Manager 5.5. Read Me
To   make   your   installation,   setup   and   use   of   Response   Manager   as   trouble ‐ free   as   possible,   please   take   a   few   moments   to   read   this   document.
It   contains   important   information   that   is   not   included   elsewhere   in   the   product   documentation.
Upgrading
You   must   be   running   Response   Manager   5.0.800
or   later   or   4.1.721
or   later   to   upgrade   to   this   5.5
version.
If   you   are   running   an   earlier   version,   contact   emailtopia
Support   before   proceeding.
N O T E : :   You   must   be   running   SQL   Server   2005   or   greater   in   order   to   upgrade.
SQL
Server   2000   is   no   longer   supported.
To   upgrade   your   Response   Manager   to   this   version,   follow   these   instructions:
I M P O R T A N T : :   Read   all   the   steps   before   performing   the   upgrade.
1.
If   you   have   any   custom   reports   installed,   back   them   up   by   making   copies   of   the   corresponding   xml   and   xsl   files   in   these   folders:
\Reports\tomcat\webapps\hortonreports\xsl
\Reports\tomcat\webapps\hortonreports\xml
(To   be   safe,   you   may   back   up   all   the   files   in   each   folder,   but   make   sure   you   don't   replace   any   existing   files   when   you   do   the   restore   in   Step   6,   below.)
2.
Open   the   Services   control   panel   and   check   the   Log   On   tab   of   the   Properties    window   for   the   emailtopia   Response   Manager   and   emailtopia   Response   Manager
Reports   services.
If   the   Local   System   option   is   not   chosen,   make   a   note   of   the   account
name.
You   will   need   this,   along   with   the   account   password,   to   reset   the   login   after   the   upgrade.
3.
Open   the   setup.exe
file.
A   dialog   box   asks   if   you   want   to   upgrade   to   this   version.
4.
Click   OK.
Installation   of   the   upgrade   begins.
5.
At   the   end   of   the   installation,   a   dialog   box   asks   if   you   want   to   restart.
Click   OK.
6.
If   necessary,   after   the   restart,   restore   your   custom   reports   by   copying   the   backed   up   xml   and   xsl   files   to   the   corresponding   \Reports\tomcat\webapps\hortonreports\   sub ‐ folders.
I I M P O R T A N T : :   Do   not   overwrite   any   existing   files.
If   you   do,   you   will   not   get   the   new   reports   features   included   in   this   version.
©2011   emailtopia   Inc.
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7.
If   the   emailtopia   Response   Manager   services   were   not   set   up   to   use   the   Local
System   account   for   logging   on   (see   Step   2),   restore   the   Log   On   information   to
the   original   settings   and   restart   the   services.
System   Requirements
R e s s p o n s s e     M a n a g e r r     S e r r v e r r : :
‐  Intel   or   AMD   multi ‐ core   server ‐ class   processor,   2GB   RAM   (4GB   recommended)
‐  100GB   free   disk   space   on   the   Response   Manager   drive
‐  Windows   2003   Server   or   Windows   2008   (R2   supported)
‐  Internet   Explorer   7   or   greater   (for   running   Response   Manager   Admin)
‐  A   valid   Internet   host   name   registered   with   DNS;   e.g.,
"responsemanager.example.com"   for   the   computer.
Response   Manager   uses   Microsoft   SQL   Server   as   its   DBMS.
You   must   have   SQL
Server   2005   or   SQL   Server   2008   installed   on   a   network ‐ accessible   computer.
This
should   not   be   the   same   machine   as   the   Response   Manager   server.
For   trial   purposes   only,   you   may   use   the   Express   version   of   SQL   Server
2008,   available   at   this   location:
http://www.microsoft.com/download/en/details.aspx?DisplayLang=en&id=1695
R e s s p o n s s e     M a n a g e r     A d m i i n   ( u s s e d     t t o     a d m i n i s s t t e r r     t h e     s s e r r v e r ) ) :
‐  Windows   Vista,   Windows   7,   or   Windows   2003   Server
‐  Internet   Explorer   7   or   greater.
E m a i i l l     c c l l i i e n t t : :
‐  Outlook   2003,   2007,   2010
‐  Outlook   Express   6
‐  Vista   Mail
‐  Entourage   (Mac   OS   client)
Documentation
Documentation   is   provided   in   PDF   format   in   the   files   "UserGuide.pdf"   and
"AdminGuide.pdf,"   found   in   the   same   directory   as   this   Read   Me   file.
You   will   need   Adobe   Reader   in   order   to   view   the   PDF   files.
If   you   do   not   have   Adobe
Reader,   you   may   download   it   free   from:
http://www.adobe.com/products/acrobat/readermain.html
Installation
I I M P O R T A N T : :   The   installation   instructions   in   Chapter   2   of   the   AdminGuide.pdf,
©2011   emailtopia   Inc.
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"Installing   and   Configuring   Response   Manager,"   are   no   longer   up   to   date.
To   install   the   server,   run   the   Installer   (setup.exe)   and   choose   the   Complete
Installation   option.
After   installation   and   a   restart,   the   installer   will   ask   for   SQL
Server   login   information.
The   SQL   Server   account   specified   must   have   the
Security   Administrators   and   Database   Creators   server   roles.
If   this   is   not   possible   or   desirable   in   your   environment,   or   if   you   would   prefer   to   have   full   control   over   the   database   creation   defaults   (device   location,   sizing,   etc.),   an   alternate   means   of   installation   is   having   your   SQL   Server   system
administrator   do   the   following:
1.
Create   the   RM   database   (an   empty   one,   with   no   tables).
The   name   is   not
important,   but   a   recommended   default   is   'rmdb'.
2.
Create   the   RM   user   login   and   give   it   db_owner   role   access   to   the   database.
Again,   the   name   of   the   login   is   not   important;   a   recommended   default   is   'rm'.
Once   this   is   done,   in   the   Response   Manager   installer,   choose   the   "Use   existing
database"   option   and   use   the   SQL   Server   account   created   in   step   2   above.
To   install   just   the   Response   Manager   Admin   program,   run   the   Installer,   choose
Custom   Installation   and   deselect   all   components   except   Response   Manager
Administrator.
A   smaller   Admin ‐ only   installer   is   also   available   upon   request.
On   mail   client   machines,   no   installation   is   necessary.
Simply   set   up   an   IMAP    account   connection   pointing   to   the   Response   Manager   server.
See   Chapter   2   of
the   User's   Guide,   "Connecting   to   Response   Manager"   for   details.
Assigning   Replies   When   Users   Are   on   DND
The   “Assign   customer   replies   to   previous   owner”   option   (see   page   70   of   the
Response   Manager   Administrator’s   Guide)   will   not   assign   messages   to   users   who   have   “Do   not   disturb”   (DND)   or   “Don’t   auto ‐ assign”   (DAA)   turned   on.
If   you   would   prefer   for   this   option   to   ignore   the   DND   and   DAA   settings   and   assign   replies   to   these   users,   a   custom   configuration   option   is   available.
Have   your   database   administrator   connect   to   the   Response   Manager   database   (“rmdb”   is   the   default   name)   and   execute   this   query:   update   rm_config   set   ignore_dnd_for_replies   =   1
If   (after   having   already   enabled   the   change)   you   would   like   to   disable   the   change,   please   run   this   SQL   script:
update   rm_config   set   ignore_dnd_for_replies   =   0
©2011   emailtopia   Inc.
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This   setting   affects   all   group   mailboxes.
It   does   not   change   the   behavior   of   the
“Assign   customer   replies   to   previous   owner”   when   a   user   is   on   vacation;   replies   will   never   be   assigned   in   this   case.
Reports   Graphing
Two   reports   (Monthly   System   Performance   and   Hourly   Group   Mailbox   Volume)    include   graphs.
To   view   these   graphs,   you   must   first   download   and   install   the
Adobe   SVG   viewer.
See:
http://www.adobe.com/svg/viewer/install/main.html
Maintenance   Window
Response   Manager   schedules   certain   database ‐  and   processor ‐ intensive   tasks
(such   as   expiry   of   closed   and   sent   messages)   for   execution   beginning   at   2:00
AM   each   morning   to   minimize   their   effect   on   system   performance.
These   processes   normally   take   less   than   an   hour.
At   the   end   of   this   process,   Response
Manager   restarts   itself.
Other   tasks   requiring   access   to   Response   Manager   or   its   database   (such   as   backups)   should   not   be   scheduled   for   this   time.
(If   necessary,   the   start   time   of   this   process   can   be   altered.
Contact   emailtopia   Support   for   details.)
Reports   and   Permanently   Deleting   Messages
If   you   wish   to   use   the   "Permanently   delete"   option   to   remove   messages   from
Response   Manager   after   a   specified   number   of   days   (see   p.
51   of   the
Administrator's   Guide),   there   are   two   reports ‐ related   issues   that   must   be   kept   in   mind:
1.
In   order   to   have   accurate   monthly   reports,   messages   must   be   retained   for   at   least   32   days.
The   summarization   for   the   current   month   is   regenerated   every   night,   so   if   messages   from   earlier   in   the   month   are   being   deleted,   they   will   disappear   from   that   month's   summary   data.
The   same   goes   for   weekly   reports   if   the   setting   is   less   than   7   days.
We   recommend   a   minimum   of   40   days   for   the
"permanently   delete"   option.
This   allows   for   delays   in   completing   the   end ‐ of ‐
month   summarization.
2.
Some   reports   that   include   data   on   closed   messages   pull   information   from   the   live   RM   database,   instead   of   or   in   addition   to   summary   tables.
In   order   for   these   reports   to   be   accurate,   the   messages   for   the   time   period   reported   on   must   still   be   in   Response   Manager.
The   standard   reports   affected   are   the   following:
Aged   Monthly   Categories   by   Group   Mailbox
Daily   Group   Mailbox   Threads
Daily   Group   Mailbox   Reconciliation
©2011   emailtopia   Inc.
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Message   Detail
Monthly   Category   Performance
Category   Summary
SQL   Server   Transaction   Logs
SQL   Server's   transaction   logs   for   the   Response   Manager   database   (as   with   any   other   database)   may   become   very   large   if   the   configuration   and/or   maintenance   plan   allows   it.
We   recommend   setting   the   recovery   model   for   the
Response   Manager   database   to   "Simple".
For   detailed   information   on   this   topic,   consult   your   SQL   Server   documentation.
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emailtopia
220   King   Street   West,   2 nd
Floor
Toronto,   Ontario   M5H   1K4
Canada
Phone:   416 ‐ 239 ‐ 4826
Support   Phone:   602 ‐ 218 ‐ 8689
Support   Email:   support@emailtopia.com
http://www.emailtopia.com
***
Response   Manager   5.5
Modified   24   June   2011
©2011   emailtopia   Inc.
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