A typical first time installation of SuperOffice Customer Service on Windows 2003/2008 server using IIS web server and Microsoft SQL server 2008. There is no client install necessary outside of a supported web client like Internet Explorer, as this is a web based application.
We assume you have already run the general SuperOffice CRM 7 server setup to create a database primed with necessary startup data in the language of your choice.
You need to have a working SuperOffice Web Services installation before you proceed with the installation of Customer Service as ejTermsetup.exe requires it. Both Customer Service and SuperOffice Web Services must be of the same version.
A domain name like “support.comany.com” must be created and registered in the DNS for SuperOffice Customer Service to be able to run.
SuperOffice Customer Service requires access to a e-mail server in order to work, using either POP3 or IMAP to retrieve e-mails, and SMTP to send e-mails. MAPI can also be used (Exchange), but requires additiofnal licenses. Any e-mail account on Exchange servers can be configured to use POP3/IMAP instead of the standard MAPI protocol.
It is important that the e-mail server allows “relaying”, allowing SuperOffice Customer Service to send e-mail “outside” the domain. Please be sure that any firewalls must be configured to allow this type of communication.
Where on the network should SuperOffice Customer Service be located?
For security reasons, the SuperOffice Customer Service solution, like all other Internet-connected servers, should be placed in a DMZ (demilitarised zone) or Secure Server Net. A DMZ is a zone in the firewall which is protected against breaches from the outside and inside of the firewall. As long as the solution is on the same LAN as the e-mail server, no configurations in the Firewall is necessary. If there are a firewalls between SuperOffice Customer Service and the e-mail server, the firewall must be configured as described below.
Module: SuperOffice Customer Service Customer Centre
In order to provide the SuperOffice Customer Center on the Internet, the server must be reached by external users by http or https. The firewall must be configured to handle http/https requests from the “outside” to the SuperOffice Customer Service server.
Configuration of firewalls (if e-mail server is on separate LAN as SuperOffice Customer Service)
a) The port(s) for retrieving e-mail by the protocols POP3/IMAP must be opened
b) The port(s) for sending e-mail by the protocol SMTP must be opened
c) If the ports cannot be opened for security reasons, the alternative is to install a new e-mail server on the same LAN or server as SuperOffice Customer Service, and forward incoming e-mail from original e-mail server to this one. All e-mail accounts that are supposed to be handled by SuperOffice Customer Service must be created, and in the setup of e-mail accounts in SuperOffice Customer Service must be set up to add the original