InTouch CRM - Installation Manual

Our company ANNECA s.r.o. thanks you for your decision to use the internet information system InTouch CRM. This software is based on advanced Java technology using SQL database. This guarantees transferability of the application to most operating systems available these days.

Installation of supporting software

InTouch CRM is a multi-layer software. This means that it runs using other software, which has to be installed before you install the application itself. All required software packs are available for free on the internet. Here is a list of what you need to download:

• JDK 6 or newer - JAVA technology support
• MySQL 5.0.x - database server
  Migration from version 4.0 to 5.x
• Apache Tomcat 6.0.x - application server

Installation of JDK

Installation pack is available on http://java.sun.com/javase/downloads/index.jsp. There are a few references to software download on this page. The right one is called "JDK 6u2". Download this pack, start it and install J2SE SDK in any directory (e.g. c:\j2sdk).

Installation of MySQL

Installation pack for the database server is available on mysql.com pages.

Installation of this SQL server is simple. You either start the installation program or let the archive unzip on your HD. We recommend that you let MySQL start up as a service right upon computer startup.

For future installation of InTouch CRM application you will need an empty database to be created in the database. Next chapter describes how to create it.

The directory in which the SQL server is installed will be further referred to as [mysql].

Installation of Apache Tomcat application server

Application server installation pack is available on pages jakarta.apache.org/tomcat. Download version 6.0.x. When this documentation was being written, the latest version was 6.0.20.

If you install Tomcat on a Linux server, we recommend locating it in a directory /usr/local/tomcat. If you have a Windows server, Tomcat is by default installed in a directory c:\Program Files\Apache Software Foundation\Tomcat 5.x. Make sure you install it as a service. The directory with Tomcat installed will be further referred to as [tomcat].

New installation of InTouch CRM

Warning: If you are upgrading an older version of InTouch CRM, skip to the next subchapter.

InTouch CRM product is distributed in a file named intouch.war. Follow these steps when installing this file:

1. Make sure the application server (Tomcat) is not running; if it is, stop it:
   Linux:

   # cd [tomcat]/bin
   # ./shutdown.sh

   Windows:
   Open Services control panel and stop the "Apache Tomcat"service.
2. Make sure MySQL database server is running. If not, start it. A new empty database must be created using the following commands:
   Windows and Linux:

   # cd [mysql]/bin
   # ./mysql -u root
   > CREATE DATABASE intouch CHARACTER SET utf8 COLLATE utf8_czech_ci;
   > grant all privileges on intouch.* to USER identified by 'PASSWORD';
   > exit

   Note: [mysql] is a directory name in which a database server is installed; enter user name and password with which InTouch CRM will log on to the database. You will need the information later.
3. Copy file intouch.war to directory [tomcat]/webapps
4. Start Tomcat application server
5. Now try to connect to the application server through a web browser at the following address:

   http://<server>:<port>/intouch

   Specifications <server> and <port> are the name of a machine on which Tomcat is running and http port where Tomcat is waiting to connect. When installing Tomcat, port 8080 is offered. You can change it to 80, which is a standard port that doesn't have to be specified in the address.
6. If everything proceeded correctly, the browser should display an opening page for InTouch CRM configuration, which contains language options for installation. To finish installation follow the browser instructions.
7. Upon the end of browser guide, restart (i.e. shut down and then start) Tomcat application server.
8. Finally go again to http://<server>:<port>/intouch. A log-on window should appear to log on to InTouch CRM. Enter login information that you specified when configuring InTouch CRM.

InTouch CRM Upgrade

Follow these steps to upgrade InTouch CRM product.

1. If you haven't done so, download the latest version of intouch.war file. You can do it any time if you use InTouch CRM Start version. If you use a paid version Profi or Enterprise, you need to have technical support service activated.
2. Make sure the application server (Tomcat) is not running; if it is, stop it:
   Linux:

   # cd [tomcat]/bin
   # ./shutdown.sh

   Windows:
   Open Services control panel and stop the "Apache Tomcat" service.
3. We strongly recommend that you back up current e-mail database in case the upgrade failed for any reason (e.g. power outage):
   1. · Database backup (Linux and Windows):

      # cd [mysql]/bin
      # ./mysqldump -u root intouch > [path]/[file]

   2. · E-mail backup (Linux and Windows): During installation you were asked to specify path to folders for fulltext, e-mail and other data. Now copy the contents of mail folder to directory [path].
   Note: [path] is a location of any directory in which you make the backup, [file] is any file name that will be created automatically.
4. Backup of InTouch CRM application:
   Linux and Windows:
   Copy intouch directory from directory [tomcat]/webapps to directory [path]. Now remove directory [tomcat]/webaps/intouch and file [tomcat]/webaps/intouch.war.
   Note: This step is necessary to upgrade InTouch CRM and therefore it must not be omitted.
5. Location of a new version of InTouch CRM:
   Linux and Windows:
   Copy the new intouch.war to directory [tomcat]/webapps.
6. Start Tomcat application server:
   Linux:

   # cd [tomcat]/bin
   # ./startup.sh

   Windows:
   Open Services control panel and start the "Apache Tomcat" service.
7. Now try to connect to the application server through the web browser at:

   http://<server>:<port>/intouch

   Specification <server> and <port> are the name of a machine on which Tomcat is running and http port where Tomcat is waiting to connect. When installing Tomcat, port 8080 is offered. You can change it to 80, which is a standard port that doesn't have to be specified in the address.
8. If everything proceeded correctly, the browser should display an opening page for InTouch CRM upgrade, which contains language options for installation. To finish installation follow the browser instructions. The path to the previous version of application is [path]/intouch, where you performed backup.
9. Upon the end of browser guide, restart (i.e. shut down and then start) Tomcat application server.
10. Finally go again to http://<server>:<port>/intouch. A log-on window should appear to log on to InTouch CRM.

Other settings upon completion of installation

If you want to use InTouch CRM for real and don't install it only to try it, you may be interested in a few other issues. Here is a list of them:

Memory for running the application server

Upon installation Tomcat application server runs with standard available memory, approx. 64 MB. If the application reaches this limit, OutOfMemoryError (insufficient memory) will be reported. It happens in spite of the fact that the server may have 2 GB of RAM.

In UNIX operating system define a variable named CATALINA_OPTS, whose value will be -Xmx256m. This information means that Tomcat can use up to 256 MB of RAM. This should be enough for standard installation of InTouch CRM.

CATALINA_OPTS=-Xmx256m

If you use Windows, setup of this parameter is more complicated. Tomcat, which runs as an NT service, expects this information in operating system registers. In addition, this information is located in a different place for different Tomcat versions.

Fortunately, Tomcat comes with a script named service.bat, which installs Tomcat as a service. These script parameters allow to determine memory size. We recommend reading the instructions for the installation of Tomcat application server.

Access to InTouch CRM through HTTPS

Upon installation Tomcat has the support of HTTPS protocol disabled and therefore it is necessary to modify its configuration files if you want to access InTouch CRM in a safer mode.

In the notes of file [tomcat]/conf/server.xml you will find steps to follow to enable HTTPS protocol. When the configuration is modified, Tomcat has to be restarted.

InTouch CRM and firewall

If you already have InTouch CRM installed on a server, you should allow access to the server through ports 80 (HTTP) and 443 (HTTPS). In order for InTouch CRM to download and send e-mail (includes built-in e-mail client), ports 110 (POP3), 143 (IMAP) and 25 (SMTP) will also have to be enabled.