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OnPremise Applications Server Admin Guide
OnPremise Applications Server Admin Guide
Joe Caffrey avatar
Written by Joe Caffrey
Updated over 5 months ago

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Guide covering what’s necessary to maintain an On Premise server. Anywhere that has a table is valuable information for an Administrator to document.

Server Environment

1.1 TeleTracking Server Information

Environment

App Version

Host Name(s)

IP Address(es)

Production

NonProduction

1.2 Remote Access

TeleTracking requires the ability to remotely connect to the servers listed above. This allows TeleTracking Support to assist with troubleshooting should an issue require further investigation. TeleTracking will not connect to servers without approval of the client.


Server Maintenance

2.1 Backups

  • It is the client’s responsibility to maintain backups of the application files. This applies to the application and database servers.

  • It is recommended that these backups are stored in a secure location and not on the application server itself.

  • Please validate that backups are running, valid, and available at all times.

  • At a minimum, the following directories on the application server should be backed up under Program Files / Program Files (x86): iNTERFACEWARE and TeleTracking.

  • Because the application files do not change often, scheduling a monthly backup of these files should be sufficient.

  • A backup should always be taken before and after running any TeleTracking application upgrades or patches.

  • Do not forget to update/backup your disaster recovery system as well.

Note: TeleTracking Technical Support recommends creating an image of the server in case of a hardware or software failure.

2.2 Anti-Virus

  • It is very important that a fully capable and up-to-date virus scanning solution be installed on the server to ensure protection from viruses.

  • To ensure that your virus prevention solution does not interfere with the everyday processing of your TeleTracking application, virus scan exclusions need to be in place.

Exclusions:
TeleTracking Technologies recommends that the following directories (and their subfolders) be added to the client’s antivirus program exclusion lists for all installations of TeleTracking XT products:

  • X below refer to the drives in which INTERFACEWARE, TeleTracking XT, and Dialogic are installed to. These are all typically located on a common data drive. These locations will not be present until the applications have been installed.

    • C:\Program Files (x86)\TeleTracking\*

    • X:\Program Files\INTERFACEWARE\*

    • X:\Program Files (x86)\INTERFACEWARE\*

    • X:\Program Files (x86)\TeleTracking\*

    • X:\Program Files (x86)\Dialogic\*

    • X:\Engineer\\*

    • X:\Centrak\\*

2.3 IIS Logs

  • IIS (Internet Information Services) is a Microsoft application that is required for the web portion of XT

  • IIS generates its own logs showing web activity on the server.

  • The management of these logs is the responsibility of the client IS/IT department.

  • TeleTracking recommends that you set a log retention limit and/or size limit on the IIS logs. This will allow log entries to be purged out as they become out of date or the log file starts to grow too large. If they grow too large, it could cause performance or free space issues. A minimal of two weeks of logs should be retained for troubleshooting purposes.

2.4 Driver Updates

  • TeleTracking Technical Support will inform you if any Dialogic drivers need to be updated as they are released and tested.

  • In some situations, a new Dialogic driver will be needed when upgrading your TeleTracking application.

  • TeleTracking does not track or test non-proprietary driver updates other than Dialogic.

  • Understand what changes are included in new drivers. Installing new non-proprietary drivers could result in poor system functionality or system downtime (NIC cards, Modems, etc.).

  • If your system is functioning properly, it is almost always better to leave the current drivers in place.

  • Applies to the application and database servers

2.5 Event Viewer

  • Periodically review the Event Viewer to help maintain system performance and avoid downtime.

  • It can often be used to resolve issues before they result in application downtime or as a good place to troubleshoot issues reported by end users.

  • The Event Viewer will have a mix of information related to TeleTracking products and other services and applications installed on the server.

  • The logs that should be reviewed at a minimum are:

    • Application

    • Security

    • System

    • TeleTrackingLog (only in XT)

  • The information in the event viewer will be a mix of information related to TeleTracking products and other services and applications running on the server.

  • If the system is already experiencing an issue, the event viewer is a good place to check for information on what the possible cause could be.

2.6 Microsoft Updates

  • TeleTracking recommends that Microsoft updates are set to manual on all TeleTracking servers.

  • Alternatively, allowing the OS to download but not install updates automatically can be supported.

  • Automatically installing updates is not supported by TeleTracking and will cause unexpected downtime for your users.

  • This applies to all TeleTracking servers including shared database environments.

2.7 Reboot Order

If a reboot of the servers is required for maintenance, it is recommended to boot the Servers in the following order. There should be enough of a delay to allow the SQL Server to come back up before Application servers are brought back online.

  • SQL Server(s)

  • RTLS Hardware Server

  • RTLS Application Server

  • TempTracking Server

  • XT Application Server

  • XT Web Servers

  • XTMobile Server (IQ Connector/Mobile Server)

  • TransferCenter Application Server

  • CWS Application Server

For more specific details on reboot order timing across multiple productsreview Server Rebooting Order - Support

2.9 Virtual Memory

Having the virtual memory, also known as the page file, set to an acceptable level allows the system to adequately handle application usage spikes during peak hours.

  • TeleTracking follows Microsoft’s recommended virtual memory allocation of 1.5x the total RAM installed on the server. Example: A server with 4GB of RAM installed should have 6GB allocated for virtual memory.

  • The proper allocation of virtual memory for your system will depend on the actual amount of RAM installed and the memory requirements of your applications.

  • Applies to the application and web servers


SQL Server

3.1 Configuration

  • TeleTracking provides a Best Practices document on how to configure the SQL Server within Microsoft’s best practices to ensure optimal performance.

  • The Best Practices document also includes recommendations for a maintenance plan that can be deployed.

3.2 Maintaining SQL Server

  • All databases should be managed by a fully qualified Database Administrator (DBA) who knows how to deploy and manage maintenance plans and protect the system from failure.

  • It's important to verify that a DBA is actively managing the SQL Server and TeleTracking databases.

  • Please inform TeleTracking of the responsible Database Administrator for escalation needs.

3.3 SQL Maintenance Plans

  • Maintenance plans perform re-indexing, verify data integrity, perform backups, and manage transaction logs.

  • Backups should be stored off of the SQL server to ensure availability in case of server failure.

  • Refer to the maintenance section in the SQL Best Practices Guide for more information.

3.4 Database Copying and Restoration

  • Copying and restoring databases allows data to be moved between environments for testing or updates.

  • Restoring a TeleTracking database must be done in collaboration with TeleTracking to avoid application issues.

  • Backup and restore may be necessary for various reasons such as updating non-production environments, upgrading/rebuilding environments, or migrating databases.

3.5 Database Copying and Restoration – Rules to Follow

  • Database copies and restores must involve TeleTracking Technical Support to avoid issues like failed processes or data loss.

  • TeleTracking Technical Support will run SQL scripts and perform repair installs to ensure proper database restoration.

  • Schedule database copy and restore work with TeleTracking Technical Support ahead of time for coordination.

3.6 Archiving Process: Capacity Management Suite® / TeleTracking® Real-Time Locating System

  • Each night, these applications have an archiving process that copies data to archive databases.

  • The archiving process runs during off-hours to avoid interference with other processes.

  • It also deletes records and logs to maintain an appropriate database size, with a default retention period of 7 days.

  • Email alerts can be configured for archive failures.

  • Contact Technical Support if archiving fails for resolution to avoid performance issues.

  • Changes should not be made without TeleTracking Technical Support engagement.

Application

Time

Capacity Management Suite®

TeleTracking® Real-Time Locating System


Iguana

4.1 GENERAL INFORMATION

  • INTERFACEWARE Iguana is an Integration Engine used by TeleTracking to process HL7 transactions from clinical systems used at your facility.

  • HL7 transactions are typically sent to Iguana for processing by the application but can also be generated by the application and sent outbound to other hospital applications.

  • Alerts should be configured to specified mailboxes to monitor Iguana for issues. Contact Technical Support for assistance with this.


Capacity Management Suite® Application

5.1 Notifications

The application can send out notifications through various transport protocols. The methods available are SMTP, SNNP, Vocera, and WCTP. Capacity Management Suite® can also send out notifications via mobile devices with a TeleTracking mobile application installed and configured.

Description

Notes

Hospital Paging Services Used

Configuration Information for Paging

Capacity Management Suite® URL(s)

Mobile Application URL(s)

5.2 IVR Functionality

The IVR allows employees to call into the system to create and complete EVS and Transport jobs within the system. This has three different levels of operation:

  1. Intel Dialogic or HMP Elements

  2. CTI32 (runs as a service and needed for IVR functionality)

  3. XT Application

Application/Environment

Group Number

Number of Lines

Production

Non Production

5.3 Services

The Capacity Management Suite® utilizes services that start automatically upon application server startup. No user login is required.

  • XT Archive Service: Controls Production Database Archiving

  • XT Bed Tracking Timer Service: Manages Bed Tracking Timers and Events

  • XT Data Synchronization: Synchronizes Portal data to MongoDB

  • XT Employee Notification Service: Processes Employee Notifications

  • XT External Integration Service: Integrates with external systems

  • XT Integration Service: Hosts and receives data from RTLS, processes events, and invokes appropriate components

  • XT Message Broker ADT Queue Service: Processes & Routes all XT ADT Messages

  • XT Message Broker Queue Service: Processes & Routes all XT Messages

  • XT Notification Service: Processes and Sends Notification Emails

  • XT Patient Manager Timer Service: Auto Transitions Patients to Pending Discharge State

  • XT Reporting Service: Processes requests for XT Reports

  • XT Statistics Service: Creates Statistics

  • XT Subscription Based Notification Service: Processes Subscription Based Notifications

  • XT Supervisor Alert Service: Processes Supervisor Alerts

  • XT Timer Alert Service: Enterprise Timer Alert Service

  • XT Transport Tracking Queue Service: Processes Transport Tracking Messages

  • XT Transport Tracking Timer Service: Manages Transport Tracking Timers and Events

  • XT User Session Monitor Service: Processes and Sends Notification Emails

5.4 Third Party Services Used By The XT Application

  • CTI32 Telephony Engine: IVR / Phone Processing for TeleTracking XT applications

  • InterfaceWare Iguana: Receives HL7 information from the hospital ADT system and sends it to the appropriate TeleTracking applications

  • InterfaceWare Iguana Monitor: Iguana Service Helper

  • Intel Dialogic product System Service: Dialogic Card Service used for dialing into the IVR

  • HMP Elements Service: HMP Elements Service used for dialing into the IVR

CMS Mobile Services (Installed on IQ/Mobile Server)

  • TeleTracking Mobile Threshold Service: Controls the sessions generated by the CMS Mobile applications.


TeleTracking® Real-Time Locating System

6.1 Hardware Server

The hardware server is the communication point for the Stars, Monitors, and Sensors. It is configured to receive data from all RTLS infrastructure used by the hospital(s). The hardware server processes this information and sends it to the application environments.

6.2 RTLS Services

Real Time Location System utilizes services that start automatically upon application server startup. No user login is required.

Asset Tracking Services (Pre-2022.05 Services)

  • TTRTLSAgent Service: Starts RTLS services

  • TTRTLSArchiveService Service: Controls Production Database Archiving

  • TTRTLSAssetTrackingEngine Service: Processes location data

  • TTRTLSCentrakDriver Service: Receives data from the Centrak Hardware server

  • TTRTLSEngine Service: Processes data from the hardware server

  • TTRTLSOdinDriver Service: Receives data from the Odin Hardware server

  • TTRTLSSonitorDriver Service: Receives data from the Sonitor Hardware server

  • TRTLSStanleyDriver Service: Receives data from the Stanley Hardware server

  • TTRTLSWebServer Service: Used for the web interface

  • TTTeleTracking Centrak Integration: Centrak Data Integration Engine

Asset Tracking Services (Post-2022.05 Services)

  • TTRTLSAgent Service: Starts RTLS services

  • TTRTLSArchiveService Service: Controls Production Database Archiving

  • TTRTLSAssetTrackingEngine Service: Processes location data

  • TTRTLSWebServer Service: Used for the web interface

  • TTTeleTracking <RTLS Vendor> Integration Service: Vendor Data Integration Engine

TempTracking Services

  • TTTemperatureAppServer Service: Processes temperature data

  • TTTemperatureArchiveService Service: Controls Production Database Archiving

  • TTTemperatureHardwareDriver Service: Receives data from the hardware server

  • TTTemperatureWebServer Service: Used for the web interface

3rd Party Services used by the RTLS Application

  • Apache NIFI: Used for hardware server data transport from vendors

  • Apache: Used for Web interface


TransferCenter™

7.1 Document Archiving

TransferCenter allows documents to be attached to cases. Over time, the attached documents grow in size and can lead to performance issues if not maintained. TransferCenter has the ability to allow an administrator to export the attached documents. Once exported, the export can be backed up and the entries can be deleted from the database. To complete the task, please see below for instructions:

  • Navigate to the administrator section

  • In the top right-hand corner, select Case Documentation

  • Review the information at the selected screen

7.2 TransferCenter™ Services

3rd Party Services used by the TransferCenter Application

  • RabbitMQ: A robust and scalable messaging broker.


Clinical Workflow® Suite Application

8.1 Notifications

The CWS application can send out notifications through various paging protocols. The methods available are SMTP, SNPP, WCTP, and iOS Push Notifications.

Description

Notes

Hospital Paging Services Used

Configuration Information for Paging

8.2 Reporting

For reporting, CWS utilizes a separate reporting database (cws_prod_rpt) that uses transactional replication from the cws_prod database. In addition, CWS leverages SSRS on a separate report server. The name of the database(s) may vary depending on client needs.

8.3 Clinical Workflow® Suite Application

  • cws_prod (cpmmgr32.exe): Manages all CWS services and the database connection. If this service is down, the application is as well.

  • cws_prod_uivm (Teletracking.Orchestrate.UIVM.ServiceHost.exe): Draws web and mobile user interfaces. If this service is down, the web client and mobile will be inaccessible.

  • cws_prod_uivm_proxy (Teletracking.Orchestrate.UIVM.Gateway.ServiceHost.exe): Facilitates web and iOS client connections in a multi-instance CWS environment.

  • cws_prod_inbs (InboundServerService.exe): Processes incoming HL7 transactions. Can have multiple instances for different interfaces.

  • cws_prod_otbs (HL7Outbound.exe): Generates and sends outbound HL7 transactions. Can have multiple instances for different interfaces.

  • cws_prod_notification (NavNotification.exe): Generates notifications destined to paging devices and mobile.

  • cws_prod_xtin (XTinterface.exe): Used for integration with CMS XT.

  • cws_prod_rtls (RTLSInterface.exe): Used for integration with RTLS.

  • cws_prod_nav (cpmnav32.exe): A legacy thick client navigator for the CWS application.

  • service viewer (ttserviceviewer.exe): Provides a taskbar icon that enables interaction with CWS services.

  • IIS: Used to host the CWS web client and the CWS Dialog Server. If CWS pop-up dialogs are not working, or displaying "unable to connect" errors, the dialog server may be down or misconfigured.

8.4 Third Party Services Used by the CWS Application

  • PageGate: A notification service that works in tandem with cws_prod_notification

  • Iguana: Used to process HL7 messages

  • Microsoft SQL Server Reporting Services: Used to generate reports.


Mobile

9.1 MOBILE URLS

The following URLs will be used to configure the Mobile Applications:

Description

Notes

Production Mobile URL

Production IQ URL

NonProduction Mobile URL

Production IQ URL

9.2 MOBILE SERVICES

TeleTracking Mobile Threshold Service

  • Updating Read Store for Mobile Device

TeleTracking Mobile Threshold Service (Default)

  • Processing Data Publisher Log for Nurse

TeleTracking Nurse Service (Default) - (Pre-2022.02)

  • Processing Data Publisher Log for Nurse

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