Avaya Aura Quality Monitoring Release 11.0 Installation Guide

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Release 11.0

Installation Guide

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1 Pre-Installation Overview and Requirements . . . 8

Known Issues and Workarounds . . . 9

Pre-Installation Requirements . . . 9

Pre-Installation Checklist . . . . 11

Upgrading the Operating System . . . . 13

Determine the Quality Monitoring Service Account . . . . 13

Java Runtime Environment (JRE) Requirements . . . . 14

Server Configuration Overview . . . . 14

Multi-Node System Clock Synchronization . . . . 15

Multi-Node Clock Precedence . . . . 15

Important Points . . . . 15

Server Requirements. . . . 16

2 Two-Server Configuration Requirements . . . . 17

Overview . . . . 18

About the BDR Server and Web Server Relationship . . . . 18

Two-Server Installation . . . . 19

Server 1 . . . . 19

Server 2 . . . . 20

3 Installing the Quality Monitoring Database Schema . . . . 21

SQL Server Database Creation . . . . 22

Creating the Quality Monitoring Database Schema for SQL Server . . . . 22

Oracle Database Creation . . . . 23

Creating the Quality Monitoring Database Schema for Oracle . . . . 23

Setting Up the Windows 2003 Server Environment . . . . 24

4 Installing Third-Party Applications . . . . 25

Overview . . . . 26

Installation Order . . . . 27

Alphabetical Listing of Third-Party Installation Procedures . . . . 28

Alcatel TSAPI Client . . . . 28

Avaya TSAPI Client . . . . 28

Dialogic Release 6.0 Drivers and Voice Cards . . . . 29

Pre-Installation Steps . . . . 29

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Quality Monitoring Installation Guide 4

Configuring the Dialogic Voice Cards . . . . 39

Starting the Dialogic Drivers . . . . 43

Dialogic DSE DL-3009 (VTG) Board Configuration . . . . 45

Dialogic Host Media Processing Release 3.0 . . . .47

Installing Dialogic Drivers . . . . 47

Configure Dialogic for HMP/DNI Cards . . . . 57

License activation . . . . 57

Configuring DNI cards . . . . 58

Configuring HMP software . . . . 60

JRE 6.0 update 18 . . . .63

5 Installing Quality Monitoring 11 Server . . . 64

Overview . . . . 65

Components Overview . . . . 65

Installing the Server Components . . . . 66

Launching the Installation . . . .66

Selecting Features to Install . . . . 67

Selecting Database and Settings . . . . 69

Specifying the eRecorder Destination Folder . . . . 73

Completing the Installation . . . . 74

Re-installing the Quality Monitoring System . . . . 76

Post-Installation Checklist . . . . 76

Quality Monitoring Services. . . .78

Service Startup Types . . . . 78

Install Diagnostic and Troubleshooting Tools . . . . 80

Launch Quality Monitoring . . . . 80

6 Post-Installation Server Configuration . . . 81

Time Synchronization . . . . 82

Configuring Windows Servers to Automatically Restart Failed Services . . . . 82

Restart Service Configuration Steps . . . .82

Configuring the Quality Monitoring System for Terminal Services . . . . 83

Enabling Quality Monitoring Audit Logging. . . . 84

About Audit Logging for Playback and Live Monitor . . . .85

How Logging Works . . . . 85

Security Permissions . . . . 86

What Information is Logged . . . . 86

Where Logging Occurs . . . . 87

Playback\Live Monitor Timeout. . . . 87

Force Password Reset . . . . 87

A Additional Server Configurations . . . 88

Overview . . . . 89

About the BDR Server and Web Server Relationship . . . .89

One Server . . . . 90

Three Servers . . . . 91

Server # 1 Database. . . .91

Server # 2 Web, BDR, System Administration . . . .92

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B Capture Installation . . . 94

Screen Capture Requirements . . . . 95

Screen Capture Module & AIM Installation Overview . . . . 96

DVD Installation . . . .96

Network Installation . . . .97

Automated Installation . . . .97

Screen Capture Module Compatibility . . . .97

Registry: ColorReduction . . . .98

Installing Screen Capture Module & AIM . . . . 99

Configuring Screen Capture and AIM in a Citrix Environment . . . 103

Screen Capture and AIM Post Installation Notes . . . 103

Automated Installation of Screen Capture Module . . . 104

When Copying Files for Installation . . . . 104

About Property Names/Values and the Case Used . . . . 105

Screen Capture Module Silent Installation . . . . 105

Prerequisites to Silent Installation of the Screen Capture Module . . . 105

Silent Install and Windows Vista . . . 106

Silent Installation Basic Properties . . . 106

Silent Installation AIM Properties . . . 109

Screen Capture Module Installation Using Microsoft SMS . . . . 116

Overview . . . 116

SMS Installation Basic Properties . . . 117

Using the Administrative Installation . . . 117

Setting Up the SMS Package . . . 118

Screen Capture Module Installation Using Novell ZENworks . . . . 120

ZENworks Installation Basic Properties . . . 120

Setting Up the ZENworks Package . . . 121

Silent Install Examples . . . . 122

Applying changes using a transform (.mst) . . . . 123

C JRE Installation . . . . 124

JREs Required for the Quality Monitoring System . . . 125

Server JRE . . . . 125

Client JRE . . . . 125

Choosing the Client JRE Version . . . 125

Troubleshooting . . . 126

Installing JREs . . . 127

Installing the Quality Monitoring System . . . . 127

For Installations Using JRE 1.4.2_19, JRE 6.0 Update 18 or JRE 5.0 update 22 . . . . 127

Upgrading an Existing JRE to the International Version . . . . 127

Using Alternate Client JRE Versions . . . 128

Changing the JRE Version . . . . 128

Using Multiple JRE Versions on the Desktop . . . . 129

Static Versioning . . . 129

Security Baselines. . . 129

D Quality Monitoring Client Software Installation . . . . 130

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Installing the JRE from the DVD . . . . 131

Installing the JRE from the Network . . . . 131

Automated Installation of the JRE . . . . 131

Installing the JRE . . . 132

Running the Installation. . . 132

Configuring the JRE . . . 132

Running the Quality Monitoring Client for the First Time . . . 133

Running the Quality Monitoring Client with SSL . . . 134

General Usage Notes. . . . 134

Media Players. . . 134

Remote Client Troubleshooting. . . 135

E Supervisor Installation on Local Supervisor Machines. . . . 136

Overview . . . 137

Installing Quality Monitoring Files on a Supervisor Machine . . . 138

Silent Installation . . . 142

Command Format . . . . 142

Command Example . . . . 142

F Support for Fully Qualified Domain Names. . . . 143

Configuration . . . 144

Manual Configuration . . . . 144

Allowing Access Using IP Address . . . 145

Example . . . 145

Network Requirements . . . 152

Troubleshooting . . . 152

G High-Volume Storage Installation . . . . 153

Using File Copy Mode . . . . 154

Specifying the Archive Location . . . . 154

Specifying File Copy in the System Administration Settings . . . . 154

H Nortel Switches . . . . 155

DSE DL-3009 Cards . . . 156

Requirements . . . . 156

Before You Begin . . . . 156

Installing Dialogic Software. . . . 156

Installing Dialogic Drivers . . . 156

Installing Dialogic DSLT Drivers . . . 156

Installing Dialogic DSE Hot Fix . . . 157

Dialogic DSE DL-3009 (VTG) Configuration . . . . 157

Configuration Notes . . . 157

D/82JCT-U Cards . . . 157

Requirements . . . . 157

Configuring Dialogic D82 . . . . 158

I Mitel TAI API Installation . . . . 163

Before You Begin . . . 164

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J Repairing the Quality Monitoring Installation . . . . 165

Dynamic or Self Repair Overview . . . 166

Example Event Log Messages During Self Repair . . . 166

Repairing Files Manually . . . . 167

Test Cases for Self Repair . . . . 168

K Troubleshooting . . . . 170

Installer Fails When Accessing a System Folder . . . 171

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Pre-Installation

Overview and

Requirements

This chapter contains the following sections:

 Known Issues and Workarounds, page 9  Pre-Installation Requirements, page 9  Pre-Installation Checklist, page 11

 Upgrading the Operating System, page 13  Server Configuration Overview, page 14  Server Requirements, page 16

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Known Issues and Workarounds

Documentation of known issues and workarounds for the installation process can be found in the Release Notes. Please ensure you have downloaded the latest Release Notes provided with this release. You can obtain the latest Release Notes from your online source of documentation.

Pre-Installation Requirements

Before beginning installation, complete the following tasks:

 Ensure that the appropriate operating system has been installed on the application

servers. Operating systems must be installed on the C:\ drive of all servers that are part of the Quality Monitoring installation. For supported operating systems, refer to the Quality Monitoring 11 Release Notes.

 Ensure that all agent and supervisor workstations have supported operating

systems installed. For supported operating systems, refer to the Quality Monitoring

11 Release Notes.

 Ensure that the correct host name is set on all machines that will contain the Verint

Systems servers. You cannot change the host name after the installation is complete.

 Determine the domain to which the Verint Systems servers will belong. Refer to

Support for Fully Qualified Domain Names, page 143, for detailed instructions on how to set up access. You can access the Quality Monitoring system in the following ways:

 IP address, for example, http://123.45.67.890:8285/qm  Fully qualified domain name, for example,

http://www.servername.com:8285/qm or http://servername.xyz.com:8285/qm

 Default server name usage, for example, http://servername:8285/qm

 Obtain a signed IPMO Work Breakdown Structure before beginning the installation.

You reference this information throughout the installation process.

 For Windows 2003 Server, you need to add the URL to your Trusted Sites (Internet

Explorer > Tools > Internet Options> Security > Trusted Sites).

 Check the MDAC (Microsoft Data Access Components) version:

1. Open the mdac folder on the Quality Monitoring installation DVD.

2. Run

cc_pkg.exe

(the component checker).

If the component checker reveals that the version of MDAC on the target machine does not meet the minimum version, a warning message will appear. You then need to install the latest service pack to upgrade the MDAC to the required version.

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Note:

MDAC 2.8 comes with Windows 2003 Server. On Windows 2003, MDAC can be upgraded only by either installing operating service packs or via windows updates.

 Configure Oracle Database Server group and domain memberships:

If the Oracle Database Server is a member of a Domain or a Group, create a new Windows User named: ora_dba, and add that user as a member of the Users

Windows group. OR

If the Oracle Database Server is a member of a domain:

 Add a domain user or an Administrator User to the Administrators Group.  Assign the domain user the right to act as the operating system:

Start > Settings > Control Panel > Admininstrative Tools >

Local Security Policy > Local Policies > User Rights

Assignments > Act as part of the operating system

 Click Add User or Group and select the user name or Administrator User you

created in step 1.

 Log into Windows as the domain user or Administrator User, and then install

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Pre-Installation Checklist

The following table provides a pre-installation checklist for a one-server configuration. Refer to Additional Server Configurations, page 88, for the correct installation order for a multiple server configuration, or to Two-Server Configuration Requirements, page 17, for the correct installation order for a two-server configuration.

Pre-Installation Checklist

Refer to:

Server Java Runtime Environment (JRE)

Install JRE 6.0 update 18 JRE 6.0 update 18, page 63 Database

Check that you are using a supported

database platform. Quality Monitoring 11 Release Notes If you are using Microsoft SQL Server, install

it from the SQL Server installation media. Third-party documentation for installation instructions. When installing SQL Server, the following Database Engine Services options are recommended for Quality Monitoring:

 Authentication: Mixed Mode  Collation: Latin1_General_CI_AS

for English. For other languages, consult with your support

representative to determine the appropriate collation.

 Server Protocol Configuration:

TCP/IP

 Service Pack: Latest Service Pack

NOTE: SQL Server Integration Service is not required.

If you are using Oracle, i Third-party documentation for installation instructions.

Dialogic 6.0

Install the Dialogic drivers if you plan to install Dialogic voice cards on the server. NOTE: You cannot install Dialogic 6.0 on the same server as Dialogic HMP 3.0.

NOTE: There are separate installation packages for 32-bit and 64-bit operating systems.

Dialogic Release 6.0 Drivers and Voice Cards, page 29

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Dialogic HMP 3.0

Install Dialogic HMP 3.0 if HMP / DNI cards are used.

NOTE: You cannot install Dialogic 6.0 on the same server as Dialogic HMP 3.0.

Dialogic Release 6.0 Drivers and Voice Cards, page 29

Nortel Switch

If you are using the Nortel switch, install Dialogic DSE DL-3009 (VTG) or D/82JCT-U. IP only deployments do not require Dialogic DSE DL-3009 (VTG).

Nortel Switches, page 155

Mitel Switch

Install the Mitel TAI API installation prior to

the BDR server installation. Mitel TAI API Installation, page 163

Alcatel Integration

Install the Alcatel TSAPI Client from the installation DVD under Third Party Components.

Alcatel TSAPI Client, page 28

After you install and configure the Alcatel TSAPI Client, copy the following files from the install directory to the QM directory:

 csta32.dll  alccsta.cfg

Alcatel TSAPI Client, page 28

Avaya TSAPI Integration

Install the Avaya TSAPI Client from the installation DVD under Third Party Components.

Avaya TSAPI Client, page 28

Quality Monitoring System

Install all components of the Quality

Monitoring system. Installing Quality Monitoring 11 Server, page 64 Enterprise Reporting

Install Adobe Reader for viewing reports. www.adobe.com

Pre-Installation Checklist

Refer to:

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Upgrading the Operating System

If you are using Windows Server 2000, you must upgrade the operating system. Refer to the Quality Monitoring 11 Release Notes for the minimum required versions and service pack levels.

After upgrading the operating system, you must reinstall Dialogic Drivers, Feature Pack and Services Update. Refer to Dialogic Release 6.0 Drivers and Voice Cards, page 29, for detailed instructions.

Determine the Quality Monitoring Service

Account

The Quality Monitoring Service Account is the user name and password used:

 to log on to Quality Monitoring servers  to configure Quality Monitoring services  by Quality Monitoring services to execute

The Quality Monitoring Service Account must have local administrative privileges on the servers that are part of the Quality Monitoring system. Ensure that this account belongs to the Administrator group. If the account is used for email or authentication, or if the customer has a multiple-server solution, the account must be a domain account. You must use the same account for all servers and services.

Install the Cognos application and apply

patches. Enterprise Reporting Installation and Configuration Guide

Install the ETL and Enterprise Reporting application. For environments that use Enterprise Reporting on multiple sites, install Enterprise Reporting on a separate server. Install the Enterprise Reporting ETL server on the same server as the Quality Monitoring server.

Enterprise Reporting Installation and Configuration Guide

Pre-Installation Checklist

Refer to:

During installation, the Quality Monitoring Service Account must have administrator privileges.

After installation you can reduce the privileges of the Quality Monitoring Service Account if preferred. For more information on reducing the privileges for the Quality Monitoring Service Account, see the Quality Monitoring Security Administration Guide.

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For a complete list of services, see Quality Monitoring Services, page 78.

If domain-level security policies are defined, they override local security policies. To confirm whether or not domain-level security policies are defined:

1 Click Start>Settings>Control Panel>Administrative Tool>Local Security Policy.

2 Select Local Policies.

3 Click User Rights Assignments. 4 Right-click Log on as a service. 5 Select Properties.

6 Click Add User or Group and add the user that belongs to the Administrator group. You need the Quality Monitoring Service Account in several key places throughout the installation process, for example, configuring services and logging on to servers. During database-related installation steps, you do not use the above ID and password. Instead, you use the database-specific logon and password as defined in Installing Quality Monitoring 11 Server, page 64.

Java Runtime Environment (JRE)

Requirements

The Quality Monitoring system supports specific versions of the JRE for servers and client applications. To avoid installation problems on the server and the client workstations, please take the time to review carefully the following information JRE Installation, page 124.

Server Configuration Overview

This section provides information on several different server configurations that can be used to install the Quality Monitoring system. Detailed instructions for installing individual components are included in later sections of this manual.

This document assumes the following is true for all servers:

 The operating system is Windows Server 2003 with the most current service packs

installed.

 Network protocols are installed and bound as follows: NetBEUI (if applicable), then

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Multi-Node System Clock Synchronization

For configurations with multiple eRecorders, that is, multi-node environments, the Quality Monitoring system requires exceptionally accurate system clock

synchronization between the servers used for contact playback and contact recording.

Note:

Regardless of the method used to synchronize system clocks on the Quality Monitoring servers, it is very important in multi-node environments that a method of clock synchronization exists and is managed by the Quality

Monitoring System Administrator. Otherwise, contact recording and playback does not function successfully.

Multi-Node Clock Precedence

Refer to the following diagram, and the notes that follow it, to help you plan server clock synchronization.

Important Points

 Every eRecorder must synchronize its clock with the BDR server, as shown above.  You may elect to synchronize the BDR server’s clock with one of the following:

 The site’s enterprise time server, if one exists.  A well-known world atomic clock time server.

If the BDR server does not synchronize its clock with a time server, it must serve as the master timekeeper for the Quality Monitoring system.

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Server Requirements

The standard Quality Monitoring installation uses two servers; however, three types of configurations are possible:

1 One Server – one server contains all components.

2 Two Servers - one server contains the database, Web/Reporting, and

BDR/Evaluations/Search and Replay components; the second server holds the eRecorder.

3 Three Servers - one server contains the database; a second server contains the Web/Reporting and the BDR/Evaluations/Search and Replay components; a third server contains the eRecorder.

The following table lists the server roles, supported operating systems, and components installed on those servers. For more information on additional server configurations, see Additional Server Configurations, page 88.

Server Roles

Supported OS

Components

Web Server Refer to the Quality Monitoring

11 Release Notes for the

supported operating systems.

 Java Runtime Environment

6.0 update 18



 System Administration

BDR Server Refer to the Quality Monitoring

 Java Runtime Environment

6.0 update 18

 Mitel TAI API installation (if

using a Mitel switch)

 Alcatel TSAPI client (for

Alcatel integration)

 Avaya TSAPI client (for

Avaya integration) eRecorder Server Refer to the Quality Monitoring

 Dialogic Drivers

Enterprise

Reporting Server Refer to the Enterprise Reporting 11 Release Notes for

the supported operating systems.

Cognos ReportNet and ReportNet SDK

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Two-Server

Configuration

Requirements

 Overview, page 18

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Overview

The standard installation is a two-server setup; however, additional configurations are possible. To perform a one-, or three-server installation, use the tables in Additional Server Configurations, page 88, of this manual.

Note:

Use the tables below as a guide for two-server installations. You need to refer back to these configuration tables throughout the installation to determine the proper component installation order.

About the BDR Server and Web Server Relationship

In a multiple server configuration, the web server is always co-located with the BDR server. Therefore, if there are two BDR servers, there are two web servers.

Multiple eRecorders can be linked to one BDR, but multiple BDRs cannot be linked to a single web server.

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Two-Server Installation

Install the following components in the order shown. Unless otherwise noted, install all components using the Quality Monitoring installation DVD.

Server 1

Components

Notes

Java Runtime Environment 6.0 update 18

SQL Server Install from SQL CD

Refer to the Quality Monitoring 11 Release Notes for the supported versions and service pack levels.

Mitel TAI API

installation Mitel TAI API installation

Alcatel TSAPI Client Only required for Alcatel integration on the BDR server: Alcatel TServer installation CD

After you install and configure this client, you must copy the following files from the install directory to the QM directory:

Avaya TSAPI Client Only required for Avaya integration. Quality Monitoring 11

(all except eRecorder)

Quality Monitoring 11 (all except eRecorder)

Cognos Install before Enterprise Reporting. Enterprise Reporting

11 For environments that use Enterprise Reporting on multiple sites, Verint Systems recommends that Enterprise Reporting be installed on a separate server.

Install the Enterprise Reporting ETL server on the same server as the Quality Monitoring server.

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Server 2

Components

Notes

Java Runtime Environment 6.0 update 18

MS Access Optional Component Install from MS Office CD

Dialogic Drivers Requires appropriate Dialogic drivers. Refer to Refer to the Quality

Monitoring 11 Release Notes for the driver version.

NOTE: There are separate installation packages for 32-bit and 64-bit operating systems.

Dialogic DSE

DL-3009 (VTG) If using Nortel Meridian switch with DL-3009 cards. Quality Monitoring

11 (eRecorder only)

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Installing the Quality

Monitoring Database

Schema

This chapter describes the steps for installing the Quality Monitoring database schema for SQL Server and Oracle. It is assumed you have already installed the database platform you plan to use for Quality Monitoring, as outlined in

Pre-Installation Overview and Requirements, page 8. This chapter contains the following sections:

 SQL Server Database Creation, page 22  Oracle Database Creation, page 23

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SQL Server Database Creation

Creating the Quality Monitoring Database Schema for SQL

Server

This section guides you through the process of creating the Quality Monitoring database schema on either the SQL Server 2005 or the SQL Server 2008 database platform.

1 Load the Quality Monitoring installation DVD 3 and navigate to the following folder:

<DVDrom>:\Quality Monitoring\database\MS SQL Server

2 Copy the Database folder to the local disk of the database server. 3 Using a text editor, such as Notepad, open the file

Install_DB.cmd

.

4 Modify all parameters found in the file as required for the installation, and then save the changes to the file.

Note:

Please read the header file carefully before making changes.

5 To create the Quality Monitoring database, execute the following command file:

Install_DB.cmd

Note:

For Windows Server 2008 environments: You must launch the command file referenced above by right-clicking it and then selecting, Run as

Administrator.

6 After Install_DB.cmd finishes execution, a log file named Install_DB.log is created in the same folder where the command file executed.

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Oracle Database Creation

Creating the Quality Monitoring Database Schema for Oracle

This section guides you through the process of creating the Quality Monitoring database schema on the Oracle 10g database platform.

1 Load the Quality Monitoring installation DVD 3 and navigate to the following folder: <DVDrom>:\Quality Monitoring\database\Oracle

2 Copy the Schema folder to the local disk of database server. 3 Using a text editor, such as Notepad, open the file Params.cmd.

4 Modify all parameters found in the file as required for the installation, and then save the changes to the file.

Note:

Please read the header file carefully before making changes.

5 To create the Quality Monitoring database, execute the following command file:

Install_DB.cmd

6 After Install_DB.cmd finishes execution, a log file named Install_DB.log is created in the same folder where the command file executed.

Check the log file to ensure no errors occurred during the command file execution. 7 To deploy the Quality Monitoring database schema and to configure Enterprise

Manager for the Quality Monitoring database, execute the following command file: Install_Schema_EM.cmd

8 After Install_Schema_EM.cmd finishes execution, a log file named

Install_Schema_EM.log is created in the same folder where the command file executed.

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Setting Up the Windows 2003 Server Environment

If you are running an Oracle database in a Windows 2003 server environment, complete the following procedure:

1 Click Start > Settings > Control Panel.

2 In the Control Panel window, click the System icon. 3 Select the Advanced tab.

4 Click Environment Variables.The Environment Variables dialog box opens. 5 Under System Variables, click New.

6 Type the following values:

•

In the Variable Name field, type ORACLE_SID.

•

In the Variable Value field, type the Oracle service name which was configured in

params.cmd file. For example, the default service name is QM. 7 Click OK twice to save your changes and to exit the System applet.

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Installing Third-Party

Applications

 Installation Order, page 27

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Overview

Unless otherwise specified, all third-party applications should be installed from the Quality Monitoring DVD, using the default options. This document provides

step-by-step instructions and visuals only for situations where the installation process varies from the default selections.

During some third-party installation processes, the application can request

company-specific information. Type the appropriate data for the site to which you are installing the application.

Note:

A system reboot may be required after installation of some third-party applications. Each product-specific section below indicates whether a reboot should be performed after installing that application. It is important to perform all reboots as indicated, since configuration files may need to be updated in order to ensure that subsequent products install successfully.

You do not need to remove the installation DVD during the reboot process; however, if the DVD does not automatically run upon reboot, navigate to the DVD drive directory and click Launch.

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Installation Order

The installation order and location for third-party applications depends on the type of server configuration that you are using. Use the alphabetized sections below to locate the installation instructions for each third-party application.

The following table outlines the installation order for a one-server configuration:

Components

Notes

Java Runtime Environment 6.0 update 18 SQL Server 2005 or 2008. Refer to the Quality

Monitoring 11 Release Notes for the required

service pack level.

SQL CD.

Windows Server 2003 or 2008. Refer to the

Quality Monitoring 11 Release Notes for the

required service pack level.

Must be installed on the same server that hosts the database.

Dialogic or HMP drivers Refer to the Quality Monitoring 11 Release

Notes for the required service pack level.

Dialogic DSE DL-3009 (VTG) If using Nortel Meridian switch with DL-3009 cards.

Mitel TAI API installation If using the Mitel switch.

Must be installed prior to the BDR Server installation.

Alcatel TSAPI Client Only required for Alcatel integration on the BDR server:

Alcatel TServer installation CD

After you install and configure this client, you must copy the following files from the install directory to the QM directory:



csta32.dll



alccsta.cfg

Avaya TSAPI Client Only required for Avaya integration on the BDR server.

Avaya TServer is found on the Quality

Monitoring installation DVD under Third Party Components.

Within the Quality Monitoring install, the tsadapter.dll is set to be self-registered. This occurs successfully only when the TSAPI Client has already been installed on the machine. If TSAPI client is installed after the Quality Monitoring install, the tsadapter.dll has to be registered manually.

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You must follow the proper installation order for third-party applications, as detailed in Two-Server Configuration Requirements, page 17 of this document (for a 2-server installation) or Additional Server Configurations, page 88 (for a 1, or 3 server installation). Deviation from the appropriate installation order causes unpredictable results.

Alphabetical Listing of Third-Party Installation

Procedures

Before installing components on any server (except the Database server), you must first ensure the Java Runtime Environment (JRE) 6.0 update 18 is installed using the server version of the JRE provided with the Quality Monitoring installation DVD. You cannot use another version of the JRE.

Alcatel TSAPI Client

For Alcatel integration, you must install the Alcatel TSAPI client on the BDR server. You can get this client from the Alcatel TServer installation CD.

After you install and configure this client, you must copy the following files from the install directory to the Quality Monitoring directory:

Avaya TSAPI Client

For Avaya integration, you must install the Avaya TSAPI client on the BDR server. You can get this client from the Quality Monitoring DVD under Third Party Components. Within the Quality Monitoring install, the tsadapter.dll is set to be self-registered. This occurs successfully only when the TSAPI Client has already been installed on the machine. If TSAPI client is installed after the Quality Monitoring install, the tsadapter.dll has to be registered manually.

Cognos Must be installed before Enterprise Reporting Enterprise Reporting 11 For environments that use Enterprise Reporting

on multiple sites, Verint Systems recommends that Enterprise Reporting be installed on a separate server.

Install the Enterprise Reporting ETL server on the same server as the Quality Monitoring server.

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Dialogic Release 6.0 Drivers and Voice Cards

If you are installing Dialogic DSE DL-3009 (VTG) and/or D/82JCT-U cards for a Nortel switch, skip these instructions. Follow the steps in the appendix Nortel Switches, page 155.

If you have Dialogic HMP cards, see Dialogic Host Media Processing Release 3.0, page 47

For all other Dialogic installations, complete the following steps for each card.

Pre-Installation Steps

1 If you have older Dialogic software installed, and need to upgrade it:

 Back up the dialogic/cfg directory if you have any customized Dialogic

configuration files (e.g., a .cdp file). The configuration files will be overwritten during the upgrade.

 If the installed software is Dialogic 6.0 SU 218 or newer you may upgrade the

software without removing the prior version.

 If the installed software is older than Dialogic 6.0 SU 218, uninstall the software.

During the uninstall chose to save the current configuration, if prompted. The server will be rebooted.

After the system restarts, the Found New Software Wizard displays. Click Cancel to exit the wizard.

2 Install Java Runtime Environment (JRE) version 6.0 update 18 before installing Dialogic System Release 6.0 software. Refer to the Quality Monitoring 11 Release

Notes for the required Dialogic service pack level.

Installing Dialogic Drivers

1 On the Install.htm page, click Install 3rd Party Components for Quality Monitoring.

2 From the Dialogic® section, select Dialogic® System Release 6.0 for Windows.

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3 The installation process begins. Click Next.

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5 Select an installation location and click Next.

6 Select the following features to install:

 Core Runtime Package  ISDN Protocol

 Demos

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Click Next.

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8 Specify the program folder and click Next.

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10 If you see a prompt reporting that the driver is not properly signed, click Yes.

11 If the installer finds a configuration backup directory, it will offer to migrate the configuration to the new version. Click Yes to migrate the configuration.

Note:

The driver name may be different from shown above.

Note:

Customized configuration files located in Dialogic\cfg directory are not automatically restored by the migration. After the installation completes: a. Backup the existing files in the cfg directory.

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13 After the restart, if the New Hardware Wizard opens, select Yes, this time only and click Next.

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14 Choose the Install from a list or specific location (Advanced) and click Next.

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16 If you receive a Security Alert, click Yes.

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Note:

To add subsequent supported Dialogic PCI boards, the user can shut down the system, insert the board, and reboot the system. Upon reboot, the system scans the new board and automatically locates the .inf file; it can then find the name of the newly inserted board. Use Device Manager to verify that the system has located and named the board.

Configuring the Dialogic Voice Cards

After you successfully install the Dialogic Drivers and reboot the system, you must configure the cards and bring up the drivers.

1 Click Start > Programs > Intel Dialogic System Release > Configuration Manager - DCM. (If this is the first time that you are running DCM, the drivers are down and the DCM auto-detects the cards that are installed on the system.) The DCM dialog box opens.

2 By default, DCM connects to your local system. Click Connect to continue.

If you are installing a D/82JCT-U for a Nortel switch, you must change the DCM to Nortel Meridian. Also, machines running D/82JCT-U cards must have Dialogic 6.0 or higher installed. Refer to the Quality Monitoring 11 Release Notes for the required service pack level.

For more information, see the Technical Bulletin: eRecorder Update for D82 and

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3 For each Dialogic DMV board loaded in your system, the Assign Firmware File dialog box opens.

4 Select the appropriate firmware file for each card, and click OK.

5 There is an entry for each Dialogic card loaded in your system. The card number that you select for the card when you install it is displayed after the number in its corresponding DCM entry. Ensure that DCM has properly recognized all the cards that you have installed in the system.

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6 For D/82JCT-U cards, double-click the card in the Dialogic Configuration Manager. The Properties for D/82JCT-U dialog opens.

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7 Open the Misc tab and click the PBXSwitch.

8 In the Value drop-down list select Nortel_Meridian_1. Click OK.

9 Proceed to the following procedures, based on the type of installation that you are using. If this is a T1 Robbed-Bit installation, proceed to Starting the Dialogic Drivers on page 43.

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Note:

Windows 2003 Server environments use .inf files in order to correlate any devices found while scanning the PCI bus with the correct driver binary file for the scanned device. The following steps are for Windows systems which were installed with a system release that does not include full PnP

supported drivers. In this instance, dummy .inf files are used in order to make the system aware of the name of the Dialogic board and its

manufacturer. This allows the Device Manager to keep track of the device, and saves the user from having to cancel the Found New Hardware Wizard every time the system is rebooted.

Starting the Dialogic Drivers

1 Click the large green button to start the Dialogic System Service. The following occurs as the service starts:

 The System Service Status at the bottom of the box changes from Stopped to

Start Pending.

 A progress bar is displayed in the lower left-hand corner of your screen. This

indicates that the drivers are in the process of starting.

 Finally, if the drivers start successfully, you see the screen configuration shown

below. Note that the image of the card(s) has changed from a red dot to a green dot, and the green Start button at the top of DCM has changed to a red Stop button which can be used to stop the drivers at any time.

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2 Click the Settings menu and select System/Device autostart. Change the System/Device autostart from Detect Only to Start System.

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3 Close DCM and test to ensure that you have a clean voice and call control path from the server to the switch. Depending on the switch you are using, you should be able to test whether the card and switch can connect.

Dialogic DSE DL-3009 (VTG) Board Configuration

Complete the following steps for each board.

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2 Select ThirdPartyTech under Family and ThirdPartyDevice under Model. Click Next.

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4 Select SCBus Master and SCBus Slave in the TDM Bus Master/Slave Capabilities section. Select Slave in TDM Bud Master/Slave Assignments section. Click Next.

Enter 0 in Starting and 15 in Ending in Allocate Time Slots section and click Allocate. When done, click Finish.

Dialogic Host Media Processing Release 3.0

If you are installing Dialogic DSE DL-3009 (VTG) and/or D/82JCT-U cards for a Nortel switch, skip these instructions. Follow the steps in the appendix Nortel Switches, page 155.

If you have cards other than HMP cards, see Dialogic Release 6.0 Drivers and Voice Cards, page 29.

For Dialogic HMP/DNI installations, complete the following steps for each card.

Installing Dialogic Drivers

1 On the Install.htm page, click Install 3rd Party Components for Quality Monitoring.

2 From the Dialogic section, select Dialogic® Host Media Processing Software Release 3.0 for Windows - SU 253 (HMP Cards Only).

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3 The installation process begins. Click Next.

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5 Select an installation location and click Next. 6 Select the following features to install:

 Core Runtime Package

 Circuit Connectivity Runtime Package  Demos

Click Next.

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8 Specify the program folder and click Next.

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12 After the restart, if the New Hardware Wizard opens, select Yes, this time only and click Next.

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14 Browse for the Dialogic Driver location.

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16 Click Finish.

Note:

To add subsequent supported Dialogic PCI boards, the user can shut down the system, insert the board, and reboot the system. Upon reboot, the system scans the new board and automatically locates the .inf file; it can then find the name of the newly inserted board. Use Device Manager to verify that the system has located and named the board.

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Configure Dialogic for HMP/DNI Cards

Quality Monitoring supports HMP/DNI cards for the following environments:

 T1 ISDN  T1 Robbed Bit  E1 ISDN

License activation

1 Start the Dialogic License Manager.

2 Click Browse and navigate to the license file.

3 Verify the number of resources shown in the Feature Details table. 4 Click Activate License.

E1 CAS is not currently supported.

T1 Robbed Bit environment may introduce slight (1 - 2 sec.) latency in recording. The environment is not recommended for the customers that may be concerned about the latency.

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Configuring DNI cards

1 Stop the Dialogic service.

2 Start Dialogic Configuration Manager (DCM).

3 Select a card and select Restore Defaults from the Device menu.

4 Double-click on the card. 5 Select the Physical tab.

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 For T1 ISDN trunks, select the Value 4ESS (T1, Group 1).  For T1 robbed bit trunks, select the Value CAS (T1, Group 1).  For E1 ISDN trunks, select the Value NET5 (E1, Group 1).

8 Click Apply.

9 Click OK to generate configuration files.

10 Repeat these steps for every HMP / DNI card.

Additional configuration steps for T1 robbed bit protocol.

To reduce recording latency it is recommended to configure trunks to use ISDN protocols. Additional configuration steps are required if a trunk is configured for T1 robbed bit.

See Dialogic TN 998 for details:

http://www.dialogic.com/support/helpweb/hmp/tn998.aspx

Configuring HMP software

1 Double-click HMP_Software. 2 Select the Physical tab.

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3 Highlight LogicalID and assign the logical ID that is greater by 1 than the Logical ID of the last DNI card.

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4 Open the Misc tab, highlight FCDFileName and select the file name corresponding to the number of available HMP licenses.

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5 Repeat the same for PCDFileName.

6 Click OK.

7 Start the Dialogic service.

JRE 6.0 update 18

1 On the Install.htm page, click Install 3rd Party Components for Quality Monitoring.

2 Click Install Java Runtime 6.0 update 18. The File Download dialog box opens. 3 Click Open, then click Yes to continue. The installation process begins.

4 Proceed through the resulting dialog boxes, accept all default choices, and type site-specific information if requested.

5 When the installation completes, launch the Windows Control Panel.

For additional information, refer to JREs Required for the Quality Monitoring System on page 125.

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Installing Quality Monitoring

11 Server

 Components Overview, page 65

 Installing the Server Components, page 66

 Re-installing the Quality Monitoring System, page 76  Post-Installation Checklist, page 76

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Overview

Follow the procedures below to install Quality Monitoring 11 on the server, using the Quality Monitoring 11 installation DVD.

Throughout this section, use the default database and schema information provided in this chapter when requested. (Note that the following defaults should not have been changed unless your database administrator specifically requested a change. If the defaults were changed during the install, substitute the new information.)

Note:

Database logons and passwords cannot exceed 12 characters. If a logon or password exceeds this maximum, the Quality Monitoring system does not start.

Components Overview

Load the Quality Monitoring installation DVD. If the DVD does not run automatically within a few seconds, open Windows Explorer, navigate to the DVD-ROM drive and click Install.htm to view a page with the following options displayed:

Documentation:

 Quality Monitoring Release Notes — Provides a link to the release notes.  Enterprise Reporting Release Notes — Provides a link to the release notes.  Package Implementation Guidelines — Provides a link to a web page

describing the packages.

 Installation Guide/Upgrade Guide for Quality Monitoring — Provides links to

the installation and upgrade guides for Quality Monitoring; including this guide.

 Installation Guide/Upgrade Guide for Enterprise Reporting — Provides links

to the installation and upgrade guides for Enterprise Reporting. Installation:

 Install 3rd Party Components for Quality Monitoring — Provides the

installation order and the links to install all third-party products.

 Install Quality Monitoring Components — Provides the installation order and

the links to install the Quality Monitoring Components.

 Install Enterprise Reporting — Provides the installation order and the links to

install Enterprise Reporting. For more information, see the Enterprise Reporting

Installation Guide.

 Install Data Migration Products for Quality Monitoring — Provides links to the

installation guides and installation software for the Quality Monitoring data migration tools. Data migration products may not apply to all installations. International contact information appears at the bottom of the page.

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Installing the Server Components

If you are using the Mitel switch, you must first install the Mitel TAI API component before proceeding. Refer to Mitel TAI API Installation on page 163.

Note:

If you are installing from a network souce, Verint Systems recommends that you save the installation files to your local drive before procededing.

Launching the Installation

1 On the Install.htm main page, click Install Quality Monitoring Components. 2 Click Install Quality Monitoring Server Components. The Welcome to the

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3 In the Customer Information window, type the User Name and Organization, and then click Next.

4 In the Destination Folder window, accept the default destination location, and then click Next.

Selecting Features to Install

In the Custom Setup window, the default is for all features including System

Administration, to be installed on the same server. If you are configuring a multiple server solution, you can select and deselect features as required.

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Refer to the information found in the appendix Additional Server Configurations on page 88 for the features to be installed based on the number of servers in your configuration.

1 To select a feature and all of its related sub-features, click it. For example, to select the eRecorder Server, right-click eRecorder Server, and select the appropriate option. After you make all the appropriate selections for your installation, click Next.

2 If you want to verify space requirements for all features, select Space in the Custom Setup window. The space requirements for all features are listed as shown in the Disk Space Requirements window.

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Selecting Database and Settings

1 In the Database Vendor window, select Microsoft SQL server, then click Next.

2 In the Database Server Machine Name and Port Number window, type the following information. The information that you type in this window is based on the database that you installed.

For Microsoft SQL Servers, specify the following:

 Server Name - name of the server on which the database resides.

 Port Number - port number to connect to the database server. This value is

1433 by default.

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The Instance Name and Port Number fields are automatically populated with the correct values if you installed SQL Server locally. If you have multiple instances of the SQL server set up on your machine, you must edit the information in the Port Number and Instance Name fields to manually point to the correct instance. 3 , specify the following:name of the server on which the database resides.port

number to connect to the database server. This value is 1521 by default.In the Database Configuration window, type the following information:

For Microsoft SQL Servers, specify the following:

 Username: eqadmin  Password: passion

The password characters are masked

 Data Source Name: qm

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For , specify the following:

The password characters are masked

4

5 In the Service Configuration window, type the following information: