Harmony Installation Guide 3.1

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KnoahSoft, Inc. 701 N. Green Valley Parkway, Suite 200 Henderson, NV 89074 USA http://www.knoahsoft.com Tel: 702 990-3022 Fax: 650 779-9899

Harmony Installation and Configuration

Guide

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© 2010 KnoahSoft, Inc. All rights reserved. All trademarks, service marks, registered trademarks, or registered service marks in this document are the property of their respective owners. KnoahSoft assumes no responsibility for any inaccuracies in this document or for any obligation to update information in this document. KnoahSoft reserves the right to change, modify, transfer, or otherwise revise this document without notice. No part of this document may be reproduced or distributed in any form or by any means without the prior permission of KnoahSoft, Inc.

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C O N T E N T S

C H A P T E R 1

Welcome to Harmony

1-1

About This Guide

1-1

Technical Support

1-2

System Overview

1-2

Deployment Scenarios

1-3

Single Site Deployment

1-3

Multi-Site Deployment

1-3

Call Flow Overview

1-4

Failover and Redundancy

1-5

Recording Server, Multi-Server Support

1-5

Recording Server, Multi-Interface Support

1-5

Database Server

1-6

Storage Server

1-6

Multiple SPAN Ports

1-6

KnoahSniffer

1-6 C H A P T E R 2

System Requirements

2-1

Hardware Requirements

2-1

Storage Calculator

2-2

Network Configuration

2-4

Network Ports

2-5

Best Practices

2-5

Software Requirements

2-6

Pre-Installation Checklists

2-8

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Contents

ii

KnoahSoft Harmony User Guide

C H A P T E R 3

Component Installation

3-1

Core Components

3-1

Debugging Components

3-2

Installing the KnoahSoft Components

3-3

C H A P T E R 4

Component Configuration

4-1

Common Configuration Settings

4-3

Database Settings

4-4

Mail Settings

4-5

Storage Settings

4-6

Security Settings

4-7

AlertMgr Settings

4-8

Component Configuration Settings

4-9

Web

4-9

Recorder

4-11

KnoahSniffer

4-15

Converter

4-16

G729 Generator

4-17

UCM Recorder

4-18

Upload Server

4-21

Process Check List

4-22

ED Service

4-23

Starting Components

4-26

Cisco Adapter Configuration

4-27

Screen Configuration

4-29

Non-ADS Deployment

4-29

Deployment from ADS

4-31

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Contents

Upload Client Configuration

4-35

Call Download Utility

4-36

C H A P T E R 5

Post-Installation Tasks

5-1

IIS Web Server Configuration

5-2

Starting and Stopping Services

5-3

Setting Passwords for services.msc Components

5-3

System Start

5-4

Changing Installation Configuration via Installer

5-4

Report Templates

5-5

XML File Extension

5-6

Post-Installation Checklist

5-6

Troubleshooting

5-7

userlogin.exe and Log File

5-7

Recording Server and Screen.exe

5-8

Screen Capture Issues

5-9

C H A P T E R 6

TAPI Integration

6-1

System Overview

6-1

Creating CTI user in Call Manager

6-2

TSP Installations and Configurations

6-5

TSP Installation

6-5

TSP Configuration

6-6

TSP Configuration Settings

6-6

Managing the Cisco TSP

6-14

Reinstalling the Cisco TSP

6-14

Upgrading the Cisco TSP

6-15

Uninstalling the Cisco TSP

6-15

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Contents

iv

KnoahSoft Harmony User Guide

C H A P T E R 7

Debugging Configuration

7-1

Log Manager Configuration

7-2

Log Manager Web Interface

7-3

Alert Manager Configuration

7-6

Alert Manager Architecture

7-6

Alert Manager Configuration

7-8

Web Alerts

7-9

SNMP Traps

7-11

Event Viewer Log

7-12

Email Alerts

7-14

GetDumpFilesForCall

7-14

GetDumpFilesForCall Configuration Settings

7-14

C H A P T E R 8

Archiving

8-1

Scheduled Archiver

8-2

Configuration

8-2

Database Information

8-2

Mail Notification Information

8-2

Source Storage Settings

8-3

Destination Storage Settings

8-3

Transaction Settings

8-3

Lean Period Configuration Settings

8-5

Other Settings

8-6

Starting and Stopping Scheduled Archiver

8-6

C H A P T E R 9

Other Features

9-1

On-demand Recording

9-2

ANI-based Recording

9-3

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Contents

Shift-based Recording

9-4

Recording Rules

9-5

Dual Monitor Modes

9-5

Hardware Recommendations

9-6

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Contents

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C H A P T E R

1

Welcome to Harmony

KnoahSoft Harmony is a web-based suite of tightly integrated tools, designed to improve and enhance all aspects of your business operations and employee performance.

Harmony is easy to implement, maintain, and manage in a wide variety of diverse contact center deployment models—from centralized contact centers, to

distributed branches, to work-at-home agents.

The following product suites are offered by KnoahSoft:

• Harmony Standard Edition—Features include recording, monitoring,

messaging, and reports;

• Harmony Contact Center Edition—Includes all Harmony Standard

features, plus the Evaluate and Analyze modules;

• Harmony Enterprise Edition—Includes all Harmony Contact Center

features, plus the Coach and Learn modules and the Survey module.

About This Guide

This guide walks you through the installation of all the necessary components of the Harmony product. This document is intended to be read and used by those who possess basic to intermediate system administration capabilities.

Tip It is strongly recommended that you review this guide in its entirety before you run the Harmony installer, to note the information you will be prompted for during the installation process.

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Chapter 1 Welcome to Harmony System Overview

1-2

KnoahSoft Harmony Installation Guide

Technical Support

View the KnoahSoft website at http://www.knoahsoft.com/support.html for the most up-to-date product information, release notes, patches, and downloads. For technical support, email KnoahSoft at [email protected] or contact your reseller.

System Overview

Harmony has the flexibility to be installed in either a single or multi-server configuration, and to operate in a single or multi-site environment. Harmony’s system architecture utilizes several distinct server components:

• Application Server Component—The application server component is used

to playback calls, set business rules for voice recordings, and monitor live calls.

• Database Server Component—SQL Server is used to store call information,

employee details, and configuration settings.

• Recording Server Component—The recording server component monitors

RTP and signaling packets for recording purposes. The recording server component also transfers calls to the storage server component.

• Storage Server Component—The storage server stores voice recordings in

either G.729 or G.711 RTP payload format. These recordings can later be decoded to WAV or MP3 format for playback.

Multiple recording servers can be used in either a single site or a multi-site network. A single server environment can handle a load of approximately 150 agents; in a multi-server environment, Harmony can handle an approximate load of 250 agents per recording server.

Note Actual agent load capability is contingent upon the frequency of call recordings and also if the screen capture utility is in use. Please contact your KnoahSoft Sales Engineer for more details.

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Chapter 1 Welcome to Harmony

System Overview

Deployment Scenarios

Harmony seamlessly scales from single site environments to distributed, multi-site enterprises. A multiple accounts across multiple sites configuration model is supported, and recordings can be stored at each individual site or at a central repository, if required.

Single Site Deployment

A single site deployment model is one where all Harmony users are located within the same physical location. This model can be either a single or multi-server configuration, depending on how many users must be accommodated. A typical single site, single server deployment, with up to 50 users and

implementing all the necessary components—storage, database, application, and recording servers—can usually be accomplished using one Harmony server. This is a cost-effective deployment for organizations with limited hardware budgets. A single site, multi-server deployment can accommodate as many users as required by distributing the Harmony server components across multiple physical servers. Typically, separate physical servers would exist for the application, database, and recording server components.

In this deployment model, the Harmony server is linked to the network's data switch via the server’s Voice NIC. The switch is configured to copy all voice traffic to the Harmony server through the use of port spanning (SPAN/RSPAN).

Multi-Site Deployment

Harmony components can be separated and deployed across multiple physical servers to better accommodate multi-site environments with large numbers of agents, thus reducing total cost of ownership. With one instance of the database and application components installed on one server, multiple instances of the recording and storage services can be deployed at individual sites, to better handle larger numbers of agents.

Note The number of agents that Harmony can handle in a multi-site environment will depend on your underlying network infrastructure—routers used, available bandwidth, etc.

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Harmony also supports branch recording, a light-weight deployment model well-suited to record calls in all remote branch locations where it is not practical to deploy a recording server to capture and process calls.

Tip If the same voice gateway is serving multiple sites, recording servers can be installed at a single location and handle calls flowing through multiple sites. If each site has its own independent voice gateway, recording servers are best installed and configured at each site.

Call Flow Overview

Harmony uses two network interface cards (NICs)—a Data NIC and a Voice NIC. The Data NIC is used for general network data access, and the Voice NIC is used as a packet sniffing interface to capture voice traffic via VLAN SPAN/RSPAN switching.

All voice packets of all logged in Harmony users in the network are captured and their calls are processed through the Cisco Call Manager.

RTP packets are copied and sent through the SPAN to the Voice NIC on the Harmony server. The packets are evaluated by the Harmony recording server component to determine if the call transaction should be saved as a recording and also which agent is associated with the transaction.

Agents are identified by the extensions present in the signaling packets from the SPAN data stream. Harmony's screen captures are identified by the agent's network ID and associated with their respective extension.

Once the call is recorded, call details are stored in the database and the audio files are stored on the storage server. The application server component communicates with the database and storage server components to coordinate the retrieval and playback of recordings.

All HTTP web requests are received and processed by the Windows Internet Information Services (IIS) snap-in running on the Harmony application server.

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System Overview

Failover and Redundancy

Recording Server, Multi-Server Support

The following recommendations will help ensure that the recording server is always running and maintaining a high degree of recording integrity.

Note In a single server deployment, the recommendations apply to that single server; in a multi-server model, they apply to the physical recording servers.

Recommendation #1– A secondary or backup recording server is recommended

for failover. Two separate SPAN sessions are provided to both the primary and secondary recording servers. If the primary server fails, the secondary server continues to record calls from its SPAN session.

Recommendation #2—Configure the KnoahSniffer application on every

recording server (including the Harmony server, if you are using a single server deployment). KnoahSniffer collects voice traffic from the recording server’s Voice NIC, writing to files in rotation. If the recording server fails, recordings can be retrieved from the KnoahSniffer file dumps.(Refer to the “KnoahSniffer” topic, below.)

Recording Server, Multi-Interface Support

If a multiple redundant server model is not desired, installing multiple NIC cards in a single server can help provide redundancy at the NIC level.

Normally, if a NIC fails, all traffic will stop. By grouping together several physical NICs into one logical NIC (a.k.a., teaming), availability is maximized. With teaming, if one NIC fails, the network connection does not cease and continues to operate on the other NICs.

A multi-interface NIC configuration (i.e., a configuration using multiple NICs in a team) can also be used to connect multiple SPANs to the recording server, and each SPAN’s traffic can be forwarded to a separate interface. A multi-interface NIC configuration also supports failover at the switch level. If two switches are configured in failover mode, you can configure two SPANs on the switches and direct that traffic to the two interfaces. Now, if the primary switch fails and the backup switch becomes primary, Harmony will still continue to record calls.

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Note Harmony supports a maximum of five NICs in a multi-interface NIC configuration.

Database Server

In addition to a redundant hardware configuration, SQL Server offers multiple ways of providing failover support, including database mirroring, failover clustering, and backup log shipping. It is strongly recommended that at least one of these methods be adopted.

Storage Server

In the instance of storage server failure, the Harmony Recorder component has the capability to write files locally so there is no loss of data. This is one good reason for separating the recorder server component from the primary application server in a single-server deployment. The recorder server component will not write files locally in a single-server deployment if the single server fails.

Multiple SPAN Ports

It is critical to ensure that the point of failure which can occur at the data switch level is mitigated in the best manner possible. Since Harmony relies on a properly functioning SPAN, it is highly recommended that multiple SPAN ports be configured to avoid loss of recording due to port failure.

KnoahSniffer

The KnoahSniffer application sniffs network packets from the recording server NIC and dumps them to files. It can be used to analyze problems related to improper processing of received packets. It can also be used to recover calls when a recording server fails by running the server offline in tethereal mode.

KnoahSniffer is useful in branch recording scenarios where it can be used to collect packet dumps from remote locations. It can also be used in delayed recording scenarios, where generated packet dumps are simultaneously read by

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System Overview

the recorder, on the same machine, and calls are extracted from the packet dumps. Delayed recording is useful if you need to process more than 500 agents with one machine, and KnoahSniffer helps to ensure there is no packet loss.

During normal contact center operations, KnoahSniffer runs faster than the recording server and accumulates packet dumps. During lean periods, the recording server continues to process pending dumps so that all calls are available in the database and storage server by the next working day.

Tip It is recommended that KnoahSniffer be installed on each recording server in your system. It requires 30GB of hard disk space.

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C H A P T E R

2

System Requirements

This sections lists the system hardware, software, and network requirements for Harmony. Be sure to install and configure all of these items as described before you launch the Harmony installation CD.

Hardware Requirements

Hard disk space is based on storage requirements before archiving and will vary based on your specific client requirements. Refer to the “Storage Calculator” topic, below, for information on how to calculate your storage needs based on anticipated call length, screenshot configuration, etc.

Table 2-1 Single Server Environment

Database, Storage, Application, Recording Server

Hard Disk Drive (HDD) 500GB (RAID 5 recommended)

Processor Intel or AMD 64-bit quad-core, with dual processors

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Chapter 2 System Requirements

2-2

Table 2-2 Multi-Server Environment

Note Each recording server must have two network interface cards (NICs) installed. Refer to the “Network Configuration” topic, below.

Storage Calculator

The Storage Calculator utility is designed to help determine your storage requirements for your Harmony deployment.

To calculate your storage requirements:

Step 1 Navigate to the StorageCalculator.exe file on the Harmony installation CD then double-click the file.

Step 2 The Storage Calculator application launches.

Database, Storage, and Application Server

RAM 4GB (SDRAM/RDRAM preferred)

Hard Disk Drive (HDD) 500GB (RAID 5 recommended) Recording Servers

RAM 4GB per server (SDRAM/RDRAM preferred) Hard Disk Drive (HDD) 80GB (SCSI) per server (RAID 5 recommended)

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Figure 2-1 Storage Calculator, Sample Data

Step 3 Enter the following:

• Number of Seats—Number of users that will be recorded at any given time.

• Average Call Duration (mins)—Average call duration of recorded calls.

This duration includes calls that are transferred to other agents.

• Average Calls Per Seat—Average number of calls per seat, per day.

• Storage Days—Number of days to save calls on the storage device.

• Audio Codec—Audio compression format for incoming calls prior to

conversion, either G.711 or G.729. During installation, select to compress G.711 calls using G.729 format. Calls will not be compressed if not selected.

• Storage Format—Audio format for call storage, either G.711 or G.729.

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• % of Calls with Screen Capture—Users utilizing some form of the screen

capture utility, as a percentage. For example, if 50% of agents use screen capture for 50% of their calls, this number would be 25%.

• Screen Capture Interval (sec)—Interval, in seconds, between screen captures

(range: 5 to 50 seconds, in increments of 5). This setting is configured on a per agent or group basis in the Administration module. Refer to the KnoahSoft System Administration Guide for more information.

• Screen Capture Image Quality—Select a quality level for screen captures

—N/A, Very Low, Low, Medium, Very Medium, High, Very High. Note that the image in the Preview pane changes with your selection so you can preview the quality of the setting. Also note that this selection significantly effects the size of the stored image and, subsequently, the overall storage requirement.

Step 4 Click Click this Button to Calculate Storage. Your storage requirement appears in the Your Storage Requirement text area. Modify the parameters in step 3 and recalculate, if necessary.

Step 5 Click Exit to close the utility.

Network Configuration

All deployment models should use minimum 100BASE-T, Fast Ethernet LAN connections; 1000BASE-T is preferred. Multi-site deployments should utilize as much bandwidth between site locations as possible; a minimum T1 connection is strongly recommended.

Each recording server must have two 100/1000Mbps network interface cards (NICs) installed, each with a distinct static IP address. One card is used for standard network access, while the other is used as a packet sniffing interface When you run the Harmony installer, the packet sniffing NIC is referred to as the Voice NIC. You must direct the SPAN traffic in your SPAN configuration to this NIC’s IP address.

Ensure that your SIP/SCCP and RTP traffic is configured to route to the Voice NIC of the recording server in the SPAN configuration.

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Network Ports

If your Harmony deployment is limited to your local intranet, there is no need to open any ports on the firewall. However, if you want to provide external access to Harmony, or you have firewalls on both ends of a private WAN, you must open up the following ports on your firewall:

Note In a multi-site deployment, be sure to implement secure links between all sites in your configuration.

Best Practices

To ensure that Harmony runs efficiently in your environment, and to allow KnoahSoft personnel to best support the product, ensure the following: Implement a server name resolution plan for all Harmony servers Do not use underscores in a server name string

Do not configure any Harmony server as a domain controller

Set up a swap file across multiple physical disks, if possible, allocating 1.5 times the size of the physical RAM for the server

Install Symantec’s pcAnywhere Access Server, or a similar remote administration tool, to allow KnoahSoft support personnel access to install and configure Harmony

Create an account for KnoahSoft support with local administrative privileges on each Harmony server, so that the KnoahSoft Technical Support team can help troubleshoot installation or other issues, if required.

Set up a mail server or SMTP service for email alert notifications

Port Protocol Description

8080 TCP Harmony application server 8081 TCP IIS web server

4444 UDP Silent Monitoring

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Set proper time and time zone, and synchronize all Harmony servers appropriately

Schedule anti-virus software to run during lean periods—i.e., not during peak contact center business hours

Software Requirements

The following software must be installed prior to Harmony installation.

Operating System

 Windows 2003 Server SP2 or higher (64-bit OS)

– Be sure to create an administrative user to use for KnoahSoft installation and maintenance purposes (e.g., KnoahSoftAdmin)

 IIS 6.0 or higher (with ASP.NET server extensions enabled).

– To install IIS:

1. Navigate to Start > Control Panel > Add or Remove Programs. (Your Windows 2003 Server CD may be required.)

2. From Add/Remove Programs, select Add/Remove Windows

Components. The Windows Components window appears.

3. Select Application Server then click Details. A new window appears.

4. Select both the ASP.NET and IIS options, then click OK. (Note that a system reboot may be required.)

Note Refer to the “IIS Web Server Configuration” topic in Chapter 5, Post-Installation Tasks, for more information.

Database

 SQL Server 2005 SP3

– Be sure to install SQL Server with Mixed Mode Authentication selected

– Harmony requires its own separate SQL Server instance, so do not use an existing SQL Server configuration

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– Ensure that the SQL Server Agent service is enabled

– Please note during install Harmony will attempt to create a user called "metric" with a password of "metric". If Password Policy is enabled on the machine where SQL Server is installed, Harmony will still create the "metric" user, however it will not create the "metric" password. In this instance, a password will need to be manually added.

Reporting Services

In order to accommodate the exporting of reports to other formats, you must have Microsoft Excel and Adobe Reader installed on those user’s computers where these reports will be viewed in these formats.

 Microsoft Excel 2003  Adobe Reader 8.0 or higher

– Ensure automatic updates for Adobe Reader is disabled as follows:

1. From Adobe Reader, select Edit > Preferences. The Preferences window appears.

2. Select Updates from the Categories list.

3. Select Do not automatically check for critical updates.

Third-party Applications

Installers for the third-party applications listed below can be found on the Harmony installation CD.

In a single server environment, all software must be installed on that one physical machine.In a multi-server environment, all software must also be installed on the application server and Wireshark must be installed on the recording servers.  J2SE 1.5.0 Update 16

– Use all installation defaults, when prompted, during installation.  Wireshark 1.0.5

– Use all installation defaults, when prompted, during installation. Be sure to select the WinPCap program installation, when prompted.

 TextPad

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Pre-Installation Checklists

The following tables list the third-party software, hardware, and configurations that must be considered before you run the installer.

Note For a single site installation, the application, recorder and database server will be same physical machine.

Table 2-3 Third-party Software Pre-Installation Considerations

Name Version Installed Location Status

JBOSS jboss-4.2.3GA Application server, any drive (e.g., C:\Jboss-4.2.3GA)

MS SQL Server SQL 2005

Standard Edition SP3 Mixed Mode

Database server

JDK 1.5.0_16 Application server, any drive (e.g., C:\Program Files(86)\Java) IIS 6.0 and above Application server

WireShark 1.0.5 Recorder server (e.g., C:\Program Files\WireShark)

WinPCap (available with WireShark)

4.0 Recorder server (e.g., C:\Program Files\WinPCap)

TextPad (optional) 5.2 All servers (C:\Program Files\ Textpad 4.0)

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Table 2-4 Hardware and Configuration Pre-Installation Considerations

Item Status

Servers with required OS, as per System Requirements, are available Zero (0) script has been run to creates KS database user

Data NIC and Voice NIC on recording servers are enabled Local Administrator account or Domain User Account with local administrator privileges is available

Valid Mail Server details are ready

Sound Card is available on any machine, to listen to live and recorded calls Create Voice directory in the non-OS drive; share the Voice directory; give permissions to KnoahSoft account to create the directories

After logging as KnoahSoft account, ensure loop back address [\\127.0.0.1\c$\Voice] is working

Harmony Setup and License Keys are available on all the servers

It is recommended to stop the anti-virus software at the time of KnoahSoft installation

SQL 2008/SQL 2005 is installed, with mixed mode AUTH with SP2/SP3 Install IIS and ensure a sample image 'pageerror.gif' can be browsed Edit run.bat (:\jboss-4.2.3GA \bin) file to assign perm size parameter '-Xms128m -Xmx1024m -XX:MaxPermSize=256m'

Spanning [VLAN / Gateway/ Port level] should be configured where the Recording Servers are resided

RTP/RTCP/UDP traffic must flow into the recorder server, and can be confirmed with the help of WireShark

Windows Automatic updates on all the servers must be disabled, but can be applied after scheduling in the lean period [KnoahSoft to be updated on the patch that would be applied]

Symantec Anti Virus is suggested to be installed or run after the Harmony installation is complete, and scanning should be done in the lean period (excluding the KnoahSoft components)

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C H A P T E R

3

Component Installation

During the installation process, you will be prompted to install the following components to the C:\ drive of your server, as listed below.

Note You must create a shared directory on your storage server named Voice before you run the installer. You will be prompted for this directory during the installation process.

Core Components

•

Recorder

•

KnoahSniffer

•

Converter

•

G729 Generator

•

Cisco Adapter

•

UCM Recorder

•

Upload Server

•

Process Check List

•

Web

•

Scheduled Archiver

•

Screen

•

EDService

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Chapter 3 Component Installation

3-2

•

Recording Middleware Service

•

Upload Client

•

Call Download Utility

Debugging Components

•

Log Manager

•

Alert Manager

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Installing the KnoahSoft Components

To install the KnoahSoft components:

Step 1 Double-click the KnoahSoftHarmony.exe file, either from the installation CD or your local copy, to launch the installation wizard.

Step 2 Accept the software license when prompted.

Step 3 Enter the administrator's username and password for the local machine, then enter your license key, when prompted.

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Step 4 Select a directory for your log files. If you select your C:\ drive for example, this will create a directory named C:\knoahsoft\logs.

Figure 3-2 Log Directory Creation Screen

Step 5 Select the directory where you want to install Harmony. If you select your C:\ drive for example, this will create a directory named C:\knoahsoft.

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Step 6 Enter Password@123 in the Password text field for database username

knoahsoftsa.

Step 7 Enter the passwords you want to assign to metric and metricsec users. These users are created in your database by the installer.

Note Username metricsec is used for Harmony’s ED Service security feature only.

Step 8 Click Test DB to ensure that the username and password are working properly.

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Step 9 Select the components you want to install (Recorder, Converter, etc.) then click

Next.

Step 10 Install the components, when prompted. A confirmation screen appears upon successful installation of all components.

Step 11 Proceed to Chapter 4, Component Configuration.

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C H A P T E R

4

Component Configuration

Once the Harmony components have been installed, as described in Chapter 3, launch Harmony’s Component Configuration to configure the installed components with the appropriate data. Configuration of MSI files is also described.

Note Refer to Chapter 6, TAPI Integration, for information on the Cisco Computer Telephony Integration (CTI) application and how to enable basic call recording with TAPI integration.

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Chapter 4 Component Configuration

4-2

KnoahSoft Harmony Installation Guide To launch Harmony’s Component Configuration:

Step 1 From your local machine, click Start > All Programs > Knoahsoft > Knoahsoft

Config. The Component Configuration screen is launched.

Step 2 Enter your administrator username and password.

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Common Configuration Settings

Click on the components you wish to configure from the Main Configuration screen. Once complete, be sure to click Next from the Main Configuration screen and then click Finish to complete the configuration process.

Figure 4-2 Main Configuration Selection Screen

Note During configuration, you will be prompted for various IP addresses. In a single-server deployment, the same IP address is to be used throughout; in a multi-server deployment, be sure to use the appropriate server IP address for the component you are configuring.

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Database Settings

• Database IP Address—IP address of machine where SQL Server is installed.

• Backup Database IP Address—IP address of machine where backup

instance of SQL Server is installed.

• Database Name—Name of database. Enter Metrics_Commercial.

• Database Username—Database user ID. Enter metric.

• Database Password—Password for database username metric, as previously

created during component installation.

• Database Port—Enter 1433, Harmony’s default port number assignment.

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Mail Settings

Figure 4-4 Mail Settings Screen

• Send Email Alerts—Select to enable the sending of email alerts.

• Mail Server IP Address—IP address of the local SMTP mail server.

• Sender Email Address—Email address associated with Harmony system

alerts. Harmony generates email alerts automatically when component services encounter errors or communication is otherwise interrupted (e.g., network connection lost, storage disk full, etc.).

Note This address need not be a functioning email address but can be a non-reply alias used to identify either Harmony (e.g., [email protected]) or specific servers in a multi-server environment (i.e., [email protected]).

• Mail Server Port—Enter 25, Harmony’s default port number assignment.

• Send alerts to these Email addresses—Email addresses where alerts will be

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Storage Settings

Figure 4-5 Storage Server Settings Screen

• Network Folder Path—Mapped drive path to storage server directory where

recording server stores calls (e.g., \\server_IP\Voice, C:/Voice directory for local storage)

.

You must have created this shared directory on your storage server, as previously described, named Voice.

• Username—Network user ID used to connect to the storage server. In a

single server deployment, this is the administrative username you created for Harmony (e.g., KnoahSoftAdmin). You can also log in as a domain user (i.e., domain\username)

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Security Settings

Figure 4-6 Security Settings Screen

• Security Enabled—Select to enable Harmony’s ED Security service feature.

• ED Service IP—IP address of server where ED Security service will be

installed.

• ED Service Port—Enter 33047, Harmony’s default port number assignment

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AlertMgr Settings

Alert Manager is a debugging component that receives HTTP alerts from all Harmony components. It sends those alerts to the Alert Manager server, where they are processed for viewing in various web, log, and email formats.

Figure 4-7 Alert Manager Configuration & Settings Screen

• HTTP Alerts Enabled—Select to install the Alert Manager debugging

component.

• Alert Manager IP Address—IP address of server where Alert Manager will

be installed.

• Alert Manager Port—Enter 33035, Harmony’s default port number

assignment for Alert Manager.

Note Refer to the “Alert Manager Configuration” topic in Chapter 7, Debugging Configuration,” for information on how to configure Alert Manager’s web alerts, SNMP traps, event viewer, and email server.

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Component Configuration Settings

Web

Figure 4-8 Web (AppServer) Configuration Screen

App Server Settings

• J2SE path—Click Browse to navigate to the directory where J2SE is

installed (C:\Program Files\Java\jdk1.5.0_16)

• JBoss path—Directory where the JBoss application server is installed

(informational only).

• Host IP—IP address where web server will be installed. Web Server Settings

• Working Directory—Directory to create for the Harmony web application,

to host configuration settings and static content

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• KS Web Server IP—IP address of application server where web application

is installed.

• KS Home Port—Enter 8081, Harmony’s default port number assignment for

the KnoahSoft web server.

Other Settings

• Media Format—Select primary media format for playback of calls, WAV or

MP3

• Recording Middleware Service IP—Enter IP address where Recording

Middleware Service will be installed. Refer to the “Recording Middleware Service Configuration” topic in this chapter for configuration information.

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Recorder

Figure 4-9 Recorder Configuration Screen, Part One

Recorder Server IP Settings

• Data NIC IP Address—IP address of NIC card used by the recording server

to connect to the network. This must be an actual IP address (i.e., a loop back address is not allowed).

• Voice NIC IP Address—IP address of NIC card used to sniff voice traffic

from the SPAN/RSPAN port. This must be an actual IP address (i.e., a loop back address is not allowed).

• Storage IP Address—IP Address of Harmony storage server. In a single

server deployment, this is the server’s Data NIC.

Folder settings

• Working Directory in—Logical drive under which the VoiceData and

VoiceTransferFailed directories will be created by Harmony for the recording server component.

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Figure 4-10 Recorder Configuration Screen, Part Two

Advanced Storage Space Threshold Alerts

• Local (Space in MB)—(optional) Storage threshold limit for local server

(i.e., recording server working directories), after which an email alert is sent

• Remote (Space in MB)—(optional) Storage threshold limit for storage

server, after which an email alert is sent

Server IP settings

• Monitor Server Public IP Address— IP address or fully qualified hostname

of server hosting Harmony recording server components. In a single server deployment, this is the server’s Data NIC. This must be an actual IP address (i.e., a loop back address is not allowed).

• Application Server IP Address— IP Address of Harmony server. In a single

server deployment, this is the server’s Data NIC. This must be an actual IP address (i.e., a loop back address is not allowed).

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On demand recorder settings

• Pattern to start recording—(optional) Pattern of digits or characters used

to initiate recording (maximum five), issued from a phone when on-demand recording is implemented. (Note that the entire call will be recorded.)

• Pattern to stop recording—(optional) Pattern of digit or characters used to

end recording (maximum five), issued from a phone when on-demand recording is implemented. (Note that this sequence does not stop a recording and cancels the storage of the recording completely. No recording will be maintained if this sequence is issued.)

Note Refer to the “On-demand Recording” topic in Chapter 9, Other Features, for information on post-installation tasks to enable on-demand recording.

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Figure 4-11 Recorder Configuration Screen, Part Three

Recorder Settings

• Enable Screen Capture—Select to enable screenshots of agent desktops

during call recordings.

• Extension Mobility—Select if you have free-agent seating. Do not select for

an Avaya environment or if Cisco CTI OS integration is used.

• Compress G.711 calls—Select to compress calls using G.729 compression.

Calls will not be compressed if not selected.

Video Generator Settings

• Currently not used.

Sip Proxy Server List

• SIP Servers List—Comma-separated list of IP addresses of SIP servers used

to record calls, if SIP proxy servers and Cisco Call Managers are used. This enables Harmony to record calls made to and from SIP phones. Note that the SIPProcessingEnabled parameter in the recorder.ini file must also be set to TRUE to enable SIP phone recording.

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KnoahSniffer

Figure 4-12 Knoah Sniffer Configuration Screen

• Host Data IP—IP address of NIC card where the KnoahSniffer component

is running and monitoring. In a single server deployment, this is the server’s Data NIC. This must be an actual IP address (i.e., a loop back address is not allowed).

• Voice IP—IP address of Voice NIC card where the recording server

component is running, and that KnoahSniffer will monitor. In a single server deployment, this is the server’s Data NIC. This must be an actual IP address (i.e., a loop back address is not allowed).

• Working Directory—Logical drive where KnoahSniffer temporary files are

to be stored.

• Tethereal File Location—Directory where captured packet dumps are to be

stored.

• Packet Sniffer File Size (MB)—Maximum size of individual packet dump

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• Recorder IP Address—Data NIC IP address of central branch recording

server component. In a single server deployment, this is the server’s Data NIC. This must be an actual IP address (i.e., a loop back address is not allowed).

• UploadServer IP Address—IP address of central branch recording upload

server.

Converter

The Harmony Converter converts calls on the storage server to WAV or MP3 format for playback.

Figure 4-13 Converter Folder Screen

• Provide KS_HOME Path—Logical drive where converted voice files will

be stored. (e.g., D:\Knoahsoft). A directory named VoiceConvertedFiles is created in that location.

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G729 Generator

The G729 Generator converts G.711 audio calls to G.729. The generator is a CPU-intensive application and should be run on a machine with no other significant services running and configured to run during off-peak system processing periods.

Figure 4-14 G729 Generator Configuration Screen

Host Settings

• Host Ip Address—Data NIC IP address of machine running G729 generator.

In a single server deployment, this is the server’s Data NIC. This must be an actual IP address (i.e., a loop back address is not allowed).

Lean Period

• Convert During Lean Period—Select to convert calls during specified start

and stop times. If not selected, calls are converted when the recording server pushes the completed calls to the storage server.

• Start Time—Time at which to begin converting recorded calls into G.729

format, in HH:MM format (e.g., 17:30 for 5:30PM).

• Stop Time—Time at which to stop converting recorded calls into G.729

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UCM Recorder

These settings are used to configure the connection between Cisco Call Manager and Harmony, specifically for trunk-based recording.

Figure 4-15 UCM Trunkrecorder Configuration Screen, Part One

• Host Data IP—Data NIC IP address of machine where trunk recorder is

running. In a single server deployment, the server’s Data NIC. This must be an actual IP address (i.e., a loop back address is not allowed).

• Server Port—Port number of UCM trunk recorder

• Max Number Trunks—Maximum number of trunks configured in all

clusters. Must not be less than total number of trunks configured in all clusters.

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To add a cluster, click Add Cluster and enter information as described below. The cluster appears in the Cluster Information list.

Figure 4-16 Cluster Definition Configuration Screen

Tip To delete or edit a cluster, select the cluster from the list, then click Remove

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Figure 4-17 UCM Trunkrecorder Configuration Screen, Part Two

• Cluster Name—Name of cluster (e.g., Cluster01)

• Max Num Of Trunks—Maximum number of trunks configured in the cluster

• SIP Transport—Select TCP

• First Trunk DN—DN of first SIP trunk

• Backup SIP Trunk DN—DN of second SIP trunk

• CM IP Address List—IP address list of all Call Managers in the cluster,

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Upload Server

The upload server is installed on the storage server. The Screen utility (as installed on the agent desktop) captures screenshots during support calls, converts them to JPEG format, then the upload server uploads them to the storage server.

Figure 4-18 Upload Server Configuration Screen

• Delete Calls recordings older than (Days)—Number of days to save

recordings. All recordings and their associated screens older than number of days specified will be deleted. This makes room for new calls to be stored.

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Process Check List

The Process Check List monitors the status of various Harmony and other components. The Process Check List service will send out an alert message to the administrator whenever a component has stopped running.

• Long Running Processes Name—Name of application or Harmony service

to monitor (converter.exe, recorder.exe, UploadServer.exe, etc.)

– In a single server configuration, you must specify all installed services— Recorder.exe, Converter.exe, UploadServer.exe, Java.exe,

G729Generator.exe.

– In a multi-server configuration, you must specify Java.exe,

Converter.exe, and UploadServer.exe on the application server. For the recording servers, specify Recorder.exe, Converter.exe and

UploadServer.exe, if these components are installed.

• Time Interval—Enter status checking interval (i.e., frequency of delay

between alerts) to check process running state, in minutes

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ED Service

The ED Service creates two ZIP files: one contains the recorded call audio file and the .inf file, if present; the other contains all the screen files. These ZIP files are then stored at the central storage server, in encrypted form. The ED Service also receives request from the converter for the decryption and playback of calls.

Figure 4-20 Encryption Service Screen, Part One

KnoahSoftsa user credentials

• Username—Database username knoahsoftsa (informational field only).

• Password—Password for database user knoahsoftsa, as previously created. Metricsec user credentials

• Username—Database username metricsec (informational field only).

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Figure 4-21 Encryption Service Screen, Part Two

• Password—Password to create RSA keys for encryption. (This password is

different from the metricsec user password.)

• No Of Keys—Enter how many 256-bit encryption keys you want to generate,

in numerical form (1 minimum, 10 maximum). These are saved to the database in encrypted form using an RSA 1024-bit key.

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Figure 4-22 Encryption Service Screen, Part Three

• Central Storage Path—Secure storage location where calls are stored after

encryption.

• Central Storage Server Login ID—Network user ID used to connect to

storage server, above. In a single server deployment, this is the administrative username you created for Harmony (e.g., KnoahSoftAdmin). You can also login as a domain user.

• Central Storage Server Password—Network password for specified user

ID, above.

• Drive Select—Drive location where ED Service will create temporary files

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Starting Components

Once you’ve configured your components, you will arrive at the component start selection screen. Here, you select the components you want to start, then click

Finish.

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Cisco Adapter Configuration

Cisco Adapter Configuration

The Cisco Adapter collects events from one or more CTI/OS servers to compose and cache a dynamic global agent list. This allows the system to validate agent availability before attempting to stream a call from the agent. The adapter connects to CCM via JTAPI, allowing for initiation of agent monitoring requests. If you selected to install the Cisco Adapter component, you must configure the component as follows:

Step 1 Ensure that the Cisco Adapter is started via Start > Run > services.msc.

Step 2 Open the CiscoAdapter.properties file, located in the

KnoahSoft\CiscoAdapter\Conf directory, and add the following lines with the appropriate parameters:

Version: Harmony version number (default = 3.1) Application_Description: Harmony Cisco Adapter

NumClusterConfigs: Number of configured clusters (e.g., 3) Cluster1_Name: Cluster name (default = UCCCE75_CLUSTER)

Cluster1_NumCTIOSServerPairs: Number of configured CTIOS server pairs Cluster1_PeripheralID: Peripheral ID of CTIOS server, based on version of Call Manager used, 5002 for 6.0 and 5003 for 7.0 (default = 5002)

Cluster1_CTIOS_1A_HostName: Primary CTIOS server IP address

Cluster1_CTIOS_1A_Port: Primary CTIOS server port (default value = 42028) Cluster1_CTIOS_1B_HostName: Secondary CTIOS server IP address

Cluster1_CTIOS_1B_Port: Secondary CTIOS server port (default = 42028)

Step 3 Open the DBConfig.properties file, located in the

KnoahSoft\CiscoAdapter\Conf directory and add the following lines: jdbc.dataBaseServerIP:jdbc:jtds:sqlserver://database server IP address jdbc.portNumber: Database port number

jdbc.dataBaseName: Database name jdbc.username: Database username jdbc.password: Database password

Step 4 Open the Recorder.ini file, located in the C:\Program Files\KnoahSoft\Recorder directory, then add the following lines and enter the appropriate parameters:

CTIOSAdapterServer1Address=<Server IP address> CTIOSAdapterServer1Port=34201

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Chapter 4 Component Configuration Cisco Adapter Configuration

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CTIOSAdapterServer1LocalPort=33333

AdapterWebURLString=/CiscoAdapter/MonitorSitesRecorderRequest UseCTIIntegration=TRUE

CiscoCTIOSIntegration=TRUE

UseCTIIntegration:<Enables recorder to connect with Cisco Adapter (default = FALSE)>

CiscoCTIOSIntegration:<Enables recorder use with Cisco CTIOS (default = FALSE)> AdapterWebURLString:<CiscoAdapter/MonitorSitesRecorderRequest (URL string) CTIOSAdapterServer1Address:<IP address where Cisco adapter is running> CTIOSAdapterServer1Port:<Port where Cisco adapter is listening (default = 34201)> CTIOSAdapterServer1LocalPort:<Opens reverse client socket with Cisco adapter (default = 3333)>

Step 5 Open the log4j.xml file, located in the resources folder of the C:\ Program File\KnoahSoft\CiscoAdapter\jetty directory, and:

• Replace the logs\\HarmonyCiscoAdapterApp.log line with your log file directory (e.g., C:\\Logs\ HarmonyCiscoAdapterApp.log)

• Replace the SMTPHost parameter with the mail server IP address entered during the installation process

• Replace the sendermail address parameter with the address entered during the installation process

• Replace the EmailAddress1 parameter with the address entered during the installation process

Step 6 Change the logon of the Cisco Adapter service from Local System account to

This account, via Run > services.msc > Cisco Adapter > Properties > Log On.

Step 7 Enter the username and password for the account, then click OK.

Step 8 Check the HarmonyCiscoAdapterApp.log to ensure that the Cisco Adapter has started and is able to connect with the CTIOS server.

Step 9 Restart the Cisco Adapter via Start > Run > services.msc.

Step 10 Start the recorder Start > Programs > Knoahsoft > Recorder > Start Recorder. This connects the adapter, and events can now be received for call recording.

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Screen Configuration

Screen Configuration

The following procedures describe how to initiate screencapture for users in your Harmony environment when they log on and off their machines.

You can configure screencapture initiation in one of two ways, based on whether or not you are using Windows Active Directory.

Non-ADS Deployment

The following procedures must be performed on each user’s machine in your Harmony environment.

First, add the userlogin.exe script to the group policy logon and logoff scripts:

Step 1 Navigate to Start > Run > gpedit.msc. The Group Policy window appears.

Step 2 Navigate to User Configuration > Windows Settings > Scripts (Logon/Logoff).

Step 3 Click Logon. The Logon Properties window appears.

Step 4 Click Add, then enter the following:

• Script Name—C:\Program Files\KnoahSoft\Screen\userlogin.exe

• Script Parameters—1

Step 5 Click OK.

Step 6 Click Logoff. The Logoff Properties window appears. (Note that although the script is named userlogin, it functions for both logon and logoff events.)

Step 7 Click Add, then enter the following:

• Script Name—C:\Program Files\KnoahSoft\Screen\userlogin.exe

• Script Parameters—2

Step 8 Click OK.

Step 9 Log off then log back in as an agent.

Step 10 Ensure that appropriate entries are found in userlogin.log log file, located in the C:\Program Files\KnoahSoft\Logs\ directory.

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Chapter 4 Component Configuration Screen Configuration

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Note If you do not enter the script parameters 1 and 2 as per steps 4 and 6, no message is sent to the Screen.exe program that the user logged in and out.

Next, deploy the group policy for the screencapture application:

Step 1 Navigate to Start > Control Panel > Administrative Tools > Computer

Management.

Step 2 Select Local Users and Groups.

Step 3 Select the group you want to deploy the package to (e.g., KnoahSoft). If you have a pre-existing group that contains all the users you want to configure for group policy log on and off screen capture, select that group. Otherwise, create a group with the appropriate users.

Step 4 Create a user with administrative privileges in the selected group.

Step 5 Create a new Group Policy for the user (Properties > Group Policy > New).

Step 6 Edit the new Group Policy Object logon script (Window settings > Scripts > Log

On) as follows:

• Open inisettings.exe file for the MSI Installer

• Edit the file to create a db.ini file in the C:\Program Files\KnoahSoft\Screen directory

• Create a shared directory for the C:\ and copy the db.ini and MSI packager into the directory

• Edit the batch file provided with the installer, specifying the shared directory path in the second and third lines of the batch file

Step 7 Click Show files. Copy the MSI Installer and batch file into the new window.

Step 8 Click Add in the Log On properties window. The Add Script window appears.

Step 9 Click Browse, select the batch file, then click OK and Apply.

Step 10 Specify the path of the MSI packager.

Step 11 Click Browse, then copy the batch file to this location.

Step 12 Click Add, then select the batch file.

Step 13 Save and close all open windows.

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Screen Configuration

Finally, configure the UserLogin application so that it runs whenever every user logs in or out:

Step 1 Navigate to Start > Programs > Administrative Tools > Active Directory Users

and Computers.

Step 2 Open the scripts window for the group you want to run the UserLogin program for (Properties > Window Settings > Scripts).

Step 3 Select Log On and apply the logon script.

Step 4 Click Show files, then copy the userlogin.exe and log4cplus.dll files from the KnoahSoft directory.

Step 5 Click Browse, then select the userlogin.exe file.

Step 6 Set the Script Parameter to 1.

Step 7 Save and close all open windows. The script will now run whenever a user logs into their machine, and the screencapture application will run for the user account.

Step 8 Repeat steps 1 through 5 for the logoff script, setting the Script Parameter to 2.

Step 9 Save and close all open windows.

To confirm that the screencapture group policy is working:

Step 1 Log into a user machine in the MSI deployed group as the admin user.

Step 2 Wait two minutes, then check the Task Manager to ensure that the Screen.exe process is running on the machine.

Step 3 Log off the machine, then perform the above procedure for all machines.

Note Note that all users in your system are in the group.

Deployment from ADS

This procedure describes how to deploy a Microsoft Installer (MSI) packager from a central ADS server to all the machines configured in the group, if you use Active Directory you dont need to manually on each machine as per the first procedure.

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Chapter 4 Component Configuration Screen Configuration

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KnoahSoft Harmony Installation Guide First, configure all clients as follows:

Step 1 Create a Knoahsoft\Screen directory in the C:\Program Files directory on the ADS server.

Step 2 Run the IniSettings application, which will create a db.ini file in the directory created in step 1.

Step 3 Copy the ini file and MSI packager into one shared folder.

Step 4 Open the batch file with a text editor. Modify the second and third lines of the batch file with the IP address of the ADS server and the directory name with the shared directory name for the ADS server.

Step 5 Save the batch file.

Note The installation CD contains the following files in the Screen_MSI directory: inisettings.exe, MSI_Installer_CentralPush_Script.bat, and

ScreenMSIPackager.msi.

Then, log in to the active directory server with a user with administrator privileges as follows:

Step 1 Navigate to Start > Programs > Administrative Tools > Active Directory Users

and Computers.

Step 2 Select a group to deploy that package to.

Step 3 Create a user in the selected group with administrator privileges, then right-click on that user to open the Properties window.

Step 4 Click the Group Policy tab. Click New. The Group Policy Object and Group Policy Object Links page appears.

Step 5 Click Edit. Select Window Settings then click the Scripts option.

Step 6 Click the log on script. Specify the path of the batch file, as edited in the previous procedure.

Step 7 Click Show Files. Copy the batch file to the location shown.

Step 8 Click Add, then click Browse and locate and open the batch file previously created.

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Recording Middleware Service Configuration

Now, configure the userlogin application as follows:

Step 1 Navigate to Start >Run >gpedit.msc.

Step 2 Click New from the Group Policy menu to create a new group policy for the user group.

Step 3 Click Edit. The UserConfiguration >Windows Settings >Scripts (Logon/Logoff) window appears.

Step 4 Click the log on script, then click Show Files.

Step 5 Click Add, then click Browse and select and open the userlogin.exe file.

Step 6 Enter 1 for the parameter then click OK. Now, whenever the user logs into their machine, the user login account will run the application.

Step 7 Repeat steps 4 through 6 for the log off script, entering a 2 for the parameter.

Finally, test the script log off script running:

Step 1 Close all ADS windows, go to individual machines of the MSI deployed group and log in with an admin user (i.e., whatever user you have created in this MSI deployment).

Step 2 Wait for two minutes and check in the task manager whether the screen.exe is running on that machine or not.

Step 3 If it is running, log off that machine and repeat this procedure for all machines.

Recording Middleware Service Configuration

Harmony’s Recording Middleware Service (RMS) can be easily integrated with CRM applications.

RMS receives different types of HTTP events from CRM applications and, after processing those messages into CTIOS messages, passes them to the recorder for further processing.