Optimal network configuration for RightNow Chat
Note: RightNow Live is now referred to as RightNow Chat.
If you are currently using RightNow Chat or plan on implementing Chat in the future, please review the following items to ensure optimal performance.
Note: These items are specific to RightNow Chat and are in addition to the environmental requirements that are described in the RightNow Environmental Configuration Guide. The Environmental guide can be downloaded from Answer ID 2364: RightNow Environmental Configuration Guide.
Step 1: Proxy Server Configuration
If your network environment uses a proxy server, note that your proxy server should not recognize any RightNow Chat packets entering or exiting your network. To prevent this, your proxy administrator needs to set an exception in the proxy configuration so that it does not recognize your Chat server domain and its corresponding IP address. On-premise customers with RNT can determine what Chat server you are running on by checking Configuration Settings > RightNow Chat> APPLET_PATH.
If your site is hosted with RNT, please submit an Ask a Question to request the proper chat server being used. Then, set your proxy exception accordingly:
Chat 8.3 and later:
bcvipca01.rightnowtech.com 216.136.229.204 bcvipnj01.rightnowtech.com 63.240.89.53 bcvipwc01.rightnowtech.com 64.56.194.160 bcvipeu01.rightnowtech.com 206.17.168.14 bcvipap01.rightnowtech.com 216.136.229.159 bcvipuk01.rightnowtech.com 81.110.142.40
Chat 8.3 and older:
livesc01.rightnowtech.com 216.136.229.21 livesc02.rightnowtech.com 216.136.168.90 livesc03.rightnowtech.com 216.136.229.23 liveca04.rightnowtech.com 216.136.168.87 liveca05.rightnowtech.com 216.136.229.27 liveca06.rightnowtech.com 216.136.229.22 liveca07.rightnowtech.com 216.136.229.186 liveca08.rightnowtech.com 216.136.229.182 liveca09.rightnowtech.com 216.136.229.184 liveca10.rightnowtech.com 216.136.229.185 liveca11.rightnowtech.com 216.136.229.187 liveca12.rightnowtech.com 216.136.229.188 liveca13.rightnowtech.com 216.136.168.79 livenj01.rightnowtech.com 63.240.89.30 livenj02.rightnowtech.com 63.240.89.29 livenj03.rightnowtech.com 63.240.89.28 livenj04.rightnowtech.com 63.240.89.27 liveeu01.rightnowtech.com 206.17.168.25 liveeu02.rightnowtech.com 206.17.168.26 livewc01.rightnowtech.com 64.56.194.138 livewc02.rightnowtech.com 64.56.194.139 livewc03.rightnowtech.com 64.56.194.140 livewc04.rightnowtech.com 64.56.194.141 livewc06.rightnowtech.com 64.56.194.157 liveap01.rightnowtech.com 216.136.229.45 liveuk01.rightnowtech.com 81.110.142.31 liveuk02.rightnowtech.com 81.110.142.32 demolivesc01.rightnowtech.com 216.136.229.18
After inserting the proxy exception, please flush your proxy server so the *.rightnowtech.com domain and IP address are not stored anywhere within the proxy server.
Step 2: Firewall Server Configuration
The agent applet requires that port 80 be open within your network. In order for the agent applet to maintain a persistent connection to the RightNow Chat server, make sure that no firewall timeouts are set on port 80 below the 120 second (2 minute) mark.
Note: If SSL is currently being used then port 443 is required to be open within the network.
Step 3: Routing Requirement
With the evolution of RightNow Chat in November ‘07 (version 8.3) and newer, the chat server has the capability of handling some sever latencies . However, if RightNow November ’07 (version 8.3) and older is being used please follow the guidelines listed below.
In versions November '07 and prior, all RightNow Chat packets should be routed via fiber (e.g. terrestrial) to ensure maximum performance. If RightNow Chat agents are answering from a location where satellite transmission is possible (e.g. International location), please note that RightNow Chat will not function correctly due to latency introduced by satellite. To correct this, the network administrator needs to update your router tables so that all RightNow Chat packets pertaining to your server domain and its corresponding IP address are routed over fiber. On-premise customers with RNT can determine what Chat server you are running on by checking Configuration Settings > RightNow Chat> APPLET_PATH.
If your site is hosted with RNT, please submit an Ask a Question to request the proper chat server being used. Then, set your proxy exception accordingly:
livesc01.rightnowtech.com
216.136.229.21 livesc02.rightnowtech.com 216.136.168.90 livesc03.rightnowtech.com 216.136.229.23 liveca04.rightnowtech.com 216.136.168.87 liveca05.rightnowtech.com 216.136.229.27 liveca06.rightnowtech.com 216.136.229.22 liveca07.rightnowtech.com 216.136.229.186 livenj01.rightnowtech.com 63.240.89.30 livenj02.rightnowtech.com 63.240.89.29 livenj03.rightnowtech.com 63.240.89.28 livenj04.rightnowtech.com 63.240.89.27 liveeu01.rightnowtech.com 206.17.168.25 demolivesc01.rightnowtech.com 216.136.229.18
Step 4: Network Saturation Report
Contact your network administrator and have them run a Multi Router Traffic Grapher (MRTG) report on your network. MRTG is a tool to monitor the traffic load (bandwidth) on network-links. MRTG generates HTML pages containing PNG images, which provide a live visual representation of this traffic. If your network bandwidth is saturated (98%-100%), please do not attempt to use RightNow Chat, as TCP packet transmission will not be efficient, thus interfering with product functionality.
Examples of a non-saturated network (Figure A) compared to a saturated network (Figure B) are provided below. Please make note of the Max In: percentage located under the graph; this percentage indicates how saturated your network can become during the course of a day.
Note: If your network administrator cannot run a MRTG report, have them run the closest possible network bandwidth report to ensure you can use RightNow Chat.
