Nortel Quality Monitoring Installation Guide

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1 Nortel Quality Monitoring Installation Guide Product Release 6.01 Standard 4.02 July 2008

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3 Nortel Quality Monitoring Installation Guide Publication number: Product release: 6.01 Document release: Standard 4.02 Date: July 2008 Copyright Nortel Networks, All Rights Reserved. All materials provided herein are the exclusive property of Nortel Networks and its licensors. Only expressly authorized individuals under obligations of confidentiality are permitted to review materials in this document. By reviewing these materials, you agree to not disclose these materials to any third party unless expressly authorized, and to protect the materials as confidential and trade secret information. Any unauthorized review, retransmission, dissemination or other use of these materials is strictly prohibited. If you are not authorized to review these materials, please return these materials (and any copies) from where they were obtained. All materials found herein are provided AS IS and without warranty of any kind.information is subject to change without notice. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Nortel Quality Monitoring server and the switch or the system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks. All other trademarks are the property of their respective owners. Installation Guide iii

4 Revision history Standard 4.02 Revision history July 2008 July 2008 September 2007 April 2007 March 2007 November 2006 July 2006 Standard 4.02 Nortel Quality Monitoring Installation Guide is up-issued for Product Release Updates include adding an additional procedure to update the hosts file on the Quality Monitoring server. Standard 4.01 Nortel Quality Monitoring Installation Guide is up-issued for Product Release 6.01.Updates include correction of graphic placement in the Installation Prerequisite Checklist on page 21. Standard 4.0. Nortel Quality Monitoring Installation Guide is up-issued for Product Release Standard 3.0. Updates to hardware requirements in Chapter 2, Getting Started. Standard 2.0. Nortel Quality Monitoring Installation Guide is up-issued for Product Release Standard 1.0. Nortel Quality Monitoring Installation Guide is up-issued for Product Release Nortel Quality Monitoring Installation Guide reformatted according to Nortel guidelines. iv Nortel Quality Monitoring

5 Contents 1 Getting Started 7 Intended audience How to get help Software and documentation version numbering Installation Overview 13 Nortel Quality Monitoring Overview System Requirements Component Co-residency Installation Prerequisite Checklist Installation Procedures Nortel Quality Monitoring Server Installation 25 Nortel Quality Monitoring Server Overview Before You Begin the Installation Installing the Server Software Creating the Nortel Quality Monitoring Database Final Steps for the Nortel Quality Monitoring Server Setup Upgrading to Release Nortel Quality Monitoring Client Installation 65 Nortel Quality Monitoring Client Overview Before You Begin the Installation Installing the Client Software Populating the Database Nortel Quality Monitoring Agent Installation 89 Nortel Quality Monitoring Agent Overview Before You Begin the Installation Installing the Agent Software Installation Guide v

6 Contents Standard 4.02 Making Configuration Changes after Installation Verifying the Installation 105 Basic test procedures Troubleshooting Tips A Quality Monitoring in a Citrix Environment 113 Overview Setting up the Quality Monitoring Client Setting Up the Nortel Quality Monitoring Agent Checking the Quality Monitoring Server Settings Setting the Citrix Application Security Policy Problems and Resolutions B Silent Agent Installation 129 Overview Properties for Configuration C Quality Monitoring FAQs 147 D Notification System 153 Feature Description vi Nortel Quality Monitoring

7 Chapter 1 Getting Started In this chapter Intended audience 8 How to get help 9 Software and documentation version numbering 11 Installation Guide 7

8 Getting Started Standard 4.02 Intended audience The Nortel Quality Monitoring Installation Guide provides details of how to install and configure the Nortel Quality Monitoring software. This guide is designed to be used by professional services staff, business partners, and system integrators. Additional references The following Nortel Quality Monitoring guides contain additional information you may find helpful. Administration Guide Evaluations Guide Graphing and Reporting Guide Server Infrastructure Guide 8 Nortel Quality Monitoring

9 July 2008 Getting Started How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide. Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation for Nortel Contact Recording and Quality Monitoring, click on the following link: The Nortel page for Nortel Contact Recording and Quality Monitoring documentation is located at Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can: download software and related tools download technical documents, release notes, and product bulletins sign up for automatic notification of new software and documentation search the Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases Installation Guide 9

10 Getting Started Standard 4.02 Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call NORTEL ( ). Outside North America, go to the Web site below to obtain the phone number for your region: Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller. 10 Nortel Quality Monitoring

11 July 2008 Getting Started Software and documentation version numbering Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release The individual Nortel Contact Recording and Quality Monitoring software components that you install may display a different number. This is a known issue that does not affect system performance. Version 6.01 will be reflected in future software updates. Use the Nortel Contact Recording and Quality Monitoring documentation for Release 6.01 with Nortel Contact Recording Release 6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive, and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality Monitoring 6.0 Service Pack 4. Installation Guide 11

12 Getting Started Standard Nortel Quality Monitoring

13 Chapter 2 Installation Overview In this chapter Nortel Quality Monitoring Overview System Requirements Component Co-residency Installation Prerequisite Checklist Installation Procedures Installation Guide 13

14 Installation Overview Standard 4.02 Nortel Quality Monitoring Overview Nortel Quality Monitoring is an optional component of the Nortel Contact Recording system. Quality Monitoring is a Windows-based application that allows users to selectively record and review customer interactions, both screen and voice. Users can also create forms that evaluate contact center performance and generate reports on agent or group performance. Nortel Quality Monitoring includes three components: Server, Client and Agent. The following diagram shows Nortel Quality Monitoring in context with the rest of the Nortel Contact Recording system. 14 Nortel Quality Monitoring

15 July 2008 Installation Overview The Nortel Quality Monitoring Server communicates with the Nortel Contact Recording Server, requesting and receiving call recordings (audio) which it stores locally. The Nortel Quality Monitoring Server also communicates with the Nortel Quality Monitoring Agent, requesting and receiving the screens captured during those calls; these files are also stored locally. Call data and voice (audio) are stored in separate files. Once a contact recording has been stored, users of the Nortel Quality Monitoring Client can retrieve, replay and manage the contact data (both screen and voice content). If a Nortel Call Recording Card (CRC) is installed at the PBX, users can replay calls over the phone; they can also monitor calls in progress (Live Monitoring). If the card is not installed, live monitoring and phone replay is not available. By default, calls are replayed through the PC speakers. When a user selects a call to replay, the AVI Conversion Service merges the voice and data files for that call to generate an.avi output file. The.AVI file is played back through the Client UI. Once the.avi is generated for a call, it is stored and used whenever that call is replayed. The Nortel Quality Monitoring Server runs as a service. This service, called WitnessService, launches other background processes that run the Server- Client and Server-Agent communications. The service also accesses the Quality Monitoring database for agent information and call recording rules. The Nortel Quality Monitoring Client includes a suite of applications. Some applications are used for system and user configuration and maintenance; others are designed for call review or agent evaluation. These applications write directly to the Quality database. The Nortel Quality Monitoring Agent includes the screen capture service, called Capture Service, and an optional program, AIMtray.exe, that provides the Agent Initiated Monitoring (AIM) capability. AIM enables the agent to start and stop call (and screen) recording on demand. The application is available from the user system tray. Installation Guide 15

16 Installation Overview Standard 4.02 System Requirements This section lists the minimum requirements for the Nortel Quality Monitoring system components. Server Requirements The Nortel Quality Monitoring Server can be installed on the same machine as the Nortel Contact Recording Server when the recorder is not used for bulk recording. If installing the two components together, follow the recommendations for the Nortel Contact Recording Server as shown in the Nortel Contact Recording Planning, Installation and Administration Guide ( ). When installing the Nortel Quality Monitoring Server on another machine, the machine must meet the minimum requirements listed here. Hardware: Processor - Pentium III 1 Ghz or Xeon 700 MHz minimum. Multiple 32- bit processors optional: dual core, core duo, and quad processors are supported. One processor provides acceptable performance for up to 96 channels. Two processors are recommended for up to 120 channels, which is the channel limit per server RAM - 1GB per 100 channels + 25 MB per concurrent user + 5 MB per concurrent Agent Storage - 10 GB local storage for operating system (4 GB) and for supporting applications (excludes call storage) Network Interface Card (NIC) (100 base T); one NIC per server CD-ROM drive Internet connection (for customer interaction center support) 16 Nortel Quality Monitoring

17 July 2008 Installation Overview Software: Operating System - Microsoft Windows Server 2003 SP1 Internet Information Services (IIS) installed with Windows OS. Database - Microsoft SQL 2000 Database Server at SP4 or greater Client Requirements The Nortel Quality Monitoring Client can be installed on the same machine as the Nortel Quality Monitoring Server for set up and testing purposes. When installing the Nortel Quality Monitoring Client on a supervisor computer, the computer must meet the minimum requirements listed here. Hardware: Processor - Pentium III 500 MHz processor RAM - 512MB Storage - 500MB available disk space Network Interface Card (NIC) (100 base T); one NIC per server CD-ROM drive Internet connection (for customer interaction center support) Software: Operating System - Windows XP Professional (SP2) or Windows 2000 Professional (SP3 or greater) Internet Information Services (IIS) installed with Windows OS. Agent Requirements The Nortel Quality Monitoring Agent can be installed on the same computer as the Nortel Quality Monitoring Server for set up and testing purposes. When installing the Nortel Quality Monitoring Agent on the agent computer, the computer must meet the minimum requirements listed here. Installation Guide 17

18 Installation Overview Standard 4.02 Hardware: Processor - Pentium III 200 MHz, P-300Mhz for use on XP (note data capture quality increases with faster machines) RAM MB Storage - 75 MB available disk space Network Interface Card (NIC) (100 MB NIC) per customer network topology CD-ROM drive, Network Share Access or FTP for application installation Internet connection (for customer interaction center support) Software: Operating System - Windows 2000 (SP3 or greater) or Windows XP Professional (SP2) 18 Nortel Quality Monitoring

19 July 2008 Installation Overview Component Co-residency As you set up your system, you may need to install more than one component on a server. The chart below shows the currently supported co-resident configurations of the Nortel Contact Recording and Quality Monitoring system components. Contact Recording IP Contact Recording TDM Viewer/ eware Quality Monitoring Archive CTI Integratio n Adapter Other Nortel MA servers Contact Recording IP Contact Recording TDM Viewer/ eware Quality Monitoring No No Yes* No Yes* No No Yes* Yes* No Yes* No No Yes* No Yes** No No Yes* Yes* No Yes* Yes No No No Yes** No No No Archive CTI Integration Adapter Other Nortel MA servers Yes* Yes* No Yes No No No No No No No No * This co-residency configuration is subject to engineering review/approval due to potential application contention/performance issues. Installation Guide 19

20 Installation Overview Standard 4.02 ** Archive and Viewer can be co-resident on the same server as long as the total channel count does not exceed Nortel Quality Monitoring

21 July 2008 Installation Overview Installation Prerequisite Checklist Confirm that the minimum hardware and software requirements for the Nortel Quality Monitoring components are met. For information about hardware and software requirements, see Server Requirements, on page 16, Client Requirements, on page 17 and Agent Requirements, on page 17. Confirm that the latest patches have been applied to the operating system. Ensure that you run Windows Update and that Windows Installer 3.1 is installed. Confirm that the Nortel Quality Monitoring Server has network connectivity and can ping a computer and replies to pings from other computers on the same network. Confirm that the Nortel Contact Recording Server can ping the Nortel Quality Monitoring Server and vice versa. Make sure that Microsoft SQL 2000 Server has been installed, at service level 4 or greater, with any security patches applied. Note: When installing Microsoft SQL, make sure that you select the Mixed Authentication mode, as the Nortel Quality Monitoring Server needs this option to function properly. Confirm that IIS Admin service (Internet Information Services) has been installed and that the latest patches have been applied. Note: The AVI Conversion server is not compatible with the Worker Process Isolation Mode introduced in IIS 6.0 (the version on Windows 2003 Server). The Quality Server installation automatically sets the isolation mode to IIS 5.0 isolation mode for proper compatibility. This may affect installations where the AVI Conversion server is co-hosted with other web services. For detailed information about isolation modes in IIS, see the on-line help associated with IIS (Start > Programs > Administrative Tools > Internet Information Services (IIS) Manager.) Installation Guide 21

22 Installation Overview Standard 4.02 Confirm that the Nortel Contact Recording Server is setup. Confirm that the Nortel Contact Recording Server is configured with the extensions and hunt groups the Nortel Quality Monitoring Server will need. Confirm that the Nortel Quality Monitoring CD-ROM is available or has been copied to a shared network folder that the Nortel Quality Monitoring Server has access to. Confirm that the Nortel Quality Monitoring CD-ROM is available or has been copied to a shared network folder that the Nortel Quality Monitoring Server has access to. If installing the Nortel Quality Monitoring Server and the Microsoft SQL Database Server on the same computer, disable the Named Pipes protocol so that the Server uses the TCP/IP protocol as its standard network protocol. Open the Client Network Utility. (Start4 Programs4Microsoft SQL Server4Client Network Utility.) Verify that Named Pipes is listed in Disabled protocols. If it is not, then select Named Pipes, and then select Disable to transfer Named Pipes to the Disabled protocols. Verify that the Enable shared memory protocol check box is cleared, otherwise system memory resources are limited. 22 Nortel Quality Monitoring

23 July 2008 Installation Overview Installation Procedures This section describes the procedures involved in installing the Nortel Quality Monitoring system and the order in which to perform them. 1 Confirm that you have met all the prerequisites described in Installation Prerequisite Checklist, on page Install the Nortel Quality Monitoring Server. For detailed information, see Nortel Quality Monitoring Server Installation on page Create the Nortel Quality Monitoring database. For detailed information, see Creating the Nortel Quality Monitoring Database on page Reboot the Nortel Quality Monitoring Server in order for the install to complete the remaining post-processing steps. Note: When rebooted, the system attempts to start both the AVI Conversion Service and the WitnessService. The WitnessService will not start until the basic database records have been created using the Nortel Quality Monitoring Client. See item 6. 5 Install the Nortel Quality Monitoring Client. For detailed information, see Nortel Quality Monitoring Client Installation on page Use the Client to set up the basic database records. For detailed information, see Populating the Database on page Install the Nortel Quality Monitoring Agent using either the interactive install detailed in Installing the Agent Software on page 93 or the silent install, described in Silent Agent Installation on page 129. Note: The Agent install can be done at any point during the Nortel Quality Monitoring installation - before, during, or after the Server and Client installations. 8 Verify the system setup. See Verifying the Installation on page 105. Installation Guide 23

24 Installation Overview Standard Nortel Quality Monitoring

25 Chapter 3 Nortel Quality Monitoring Server Installation In this chapter: Nortel Quality Monitoring Server Overview Before You Begin the Installation Installing the Server Software Final Steps for the Nortel Quality Monitoring Server Setup Upgrading to Release Installation Guide 25

26 Nortel Quality Monitoring Server Installation Standard 4.02 Nortel Quality Monitoring Server Overview The Nortel Quality Monitoring Server is the component of the system that: communicates with the Nortel Contact Recording Server communicates with the capture service on the agent machine responds to requests from the Nortel Quality Monitoring Client machine. The Server s place in the system is shown in the following diagram. Figure 1: The Server Component in the Nortel Quality Monitoring System 26 Nortel Quality Monitoring

27 July 2008 Nortel Quality Monitoring Server Installation Before You Begin the Installation Before you install the Nortel Quality Monitoring Server, be sure that: the Server machine meets the hardware and software requirements listed in Server Requirements, on page 16. you have any patches necessary for installation and whether the patches should be applied before or after the server is installed and whether the patches require a reboot. (The README file for each patch includes this type of information.) the machine you are installing the server on can ping the Nortel Contact Recording Server the Server machine is co-located with the Microsoft SQL Server. (WAN connection is not supported.) you have created the folder in which to put the Quality database. If the folder is not created when you create the database, the database will be placed in the Microsoft default directory, C:\Program Files\Microsoft SQL Server\MSSQL\Data. you know the name of the Quality Monitoring database server and whether the database is in its own database instance you have a user name and password to access the SQL database. (User must have administrator rights. SA is the user most commonly used.) you know how many ports are licensed for Quality Monitoring. You can view this information on the System4Licenses tab of the Nortel Contact Recording Master. whether to enable Call Export. If yes, then you need to know the type of mail system to use and a username and password on that system for the Quality Monitoring Server. whether to enable Agent Initiated Monitoring (AIM). If yes, then you need to know the type of mail system to use and a username and password on that system for the Quality Monitoring Server. Installation Guide 27

28 Nortel Quality Monitoring Server Installation Standard 4.02 For other specific program options, review the installation procedure described in Installing the Server Software, on page Nortel Quality Monitoring

29 July 2008 Nortel Quality Monitoring Server Installation Installing the Server Software To install the Nortel Quality Monitoring Server, follow these steps: 1 Close all applications on the workstation. 2 Be sure that the WWW Publishing and IIS Admin services are stopped. 3 Place the Nortel Quality Monitoring CD into the CD-ROM drive on the workstation. The Welcome page appears automatically. Note: If this page is not automatically displayed, open Windows Explorer and navigate to the CD drive to select install.htm. 4 Under Install Nortel Quality Monitoring, select Nortel Quality Monitoring Server Component. Installation Guide 29

30 Nortel Quality Monitoring Server Installation Standard 4.02 The File Download dialog box may or may not appear, depending on your Internet Explorer (or other web browser) settings. Also, the dialog box may vary slightly from the one shown below, depending on the browser version. 5 Click Run (or Open depending on the dialog displayed). 30 Nortel Quality Monitoring

31 July 2008 Nortel Quality Monitoring Server Installation A screen indicates that the installation wizard is being prepared. Once started, the Welcome to the InstallShield Wizard for Nortel Server screen is displayed. 6 Click Next. Installation Guide 31

32 Nortel Quality Monitoring Server Installation Standard 4.02 The Language Settings screen is displayed. 7 Use the drop-down list to select the appropriate language for the Nortel Quality Monitoring Server. 8 Click Next. 32 Nortel Quality Monitoring

33 July 2008 Nortel Quality Monitoring Server Installation The Customer Information screen is displayed. 9 Enter your User Name and Organization. 10 Select one of the following options in the Install this application for field: Anyone who uses this computer (all users). This application is accessible to anyone who has a logon for this machine. Only for me (User Name). The application is only accessible when the specified user name is used to log on. 11 Click Next. Installation Guide 33

34 Nortel Quality Monitoring Server Installation Standard 4.02 The Destination Folder screen is displayed: 12 Click the Change button. 34 Nortel Quality Monitoring

35 July 2008 Nortel Quality Monitoring Server Installation The Change Current Destination Folder dialog is displayed. 13 Specify the D: drive, leaving the other path information as it is. Click OK to return to the Destination Folder screen. Click Next. Installation Guide 35

36 Nortel Quality Monitoring Server Installation Standard 4.02 The Journal Storage screen is displayed. 14 Use the drop-down list to select the drive on which the recorded calls (journal files) will be stored. Typically, the files are stored on the F: drive. During the installation process, a journal file storage folder will be created and named as follows: <selected drive>:\journals - stores.dat files that hold the data (screen information and call details) for the calls <selected drive>:\journals\voice - stores.wav files that hold the audio for the calls. Also, two folders for the Archive system will be created and named as follows: <selected drive>:\archive - stores files to be removed from the database <selected drive>:\restore - stores files to be restored to the database Note: This Archive system is specific to the files in the Quality Monitoring database. 36 Nortel Quality Monitoring

37 July 2008 Nortel Quality Monitoring Server Installation 15 Click Next. The Datasource screen appears: 16 Use this screen to enter the SQL Server Instance name where the Nortel Quality Monitoring database resides. The local server name is entered by default, since this is typically the case. Normally, the database for Nortel Quality Monitoring is installed in the default (only) instance. In this case, the SQL Server Instance name is the same name as the TCP/IP host name where the instance resides. On rare occasions, the database instance might be installed as a named instance, for example, MyDBServer\Nortel Quality Monitoring. Installation Guide 37

38 Nortel Quality Monitoring Server Installation Standard 4.02 If you are unsure of the name or whether a named instance is used, run Start4Programs4Microsoft SQL Server4Service Manager on the machine where SQL is installed. The server name is listed in the Server field. 17 Click Next. 38 Nortel Quality Monitoring

39 July 2008 Nortel Quality Monitoring Server Installation The Playback and Record Settings screen is displayed. 18 Set the Fast Forward and 2X Forward intervals, in seconds, to use when replaying calls with the Nortel Quality Monitoring Client software. This setting applies to phone replay, which is only available if a Nortel Contact Recording Card is installed at the PBX. 19 Set the Data Poll Rate to capture data from the agent desktops. The default poll rate is 1000 milliseconds. 20 Choose a Scheduled Recording option: Record entire block of scheduled time: Recording is based on a block of time, which may contain more than one call.choose this option to record all activity (call and screen) during the scheduled time. This enables you to review agent activity both on and off calls to get a full view of productivity. Record discrete calls during scheduled time: Recording starts and stops based on call events. Choose this option to record only agent call activity. This is the typical selection. 21 Click Next. Installation Guide 39

40 Nortel Quality Monitoring Server Installation Standard 4.02 The System Maintenance screen appears: 22 Set the purge criteria for journal files and the removal of events from the Nortel Quality Monitoring Server log files. This setting will not affect journals that have been saved to call buckets. This setting only affects calls which have not been reviewed or which have been marked for deletion. 23 Set the time at which these processes occur. Use the 24-hour format, for example, 4:00 p.m. is 16:00. Do not set these two processes to run at the same time. Schedule them to run at a low activity period for the Quality Monitoring system. 24 Click Next. 40 Nortel Quality Monitoring

41 July 2008 Nortel Quality Monitoring Server Installation The Export Call screen is displayed. 25 Enable the Click here to turn Export Call on feature to enable the Nortel Quality Monitoring Server to send recorded voice calls to others via . To use this feature, you must have an account set up on your mail server for Nortel Quality Monitoring to use. If necessary, contact your LAN administrator to have an account set up. 26 Use the drop-down list (which is disabled until you select the Click here to turn Export Call on check box) to specify the type of mail service your network uses: Microsoft MAPI (Microsoft Exchange mail systems) SMTP/POP (Internet-based mail systems) VIM Systems (Lotus mail systems) For Login Name, enter the name on the account that is set up on your mail server for the Nortel Quality Monitoring Server to use. The default mail logon is Quality with a Password of password. If your mail system uses a character other than ; (semi-colon) to separate recipients, replace the ; (semi-colon) in the Recipient Delimiter text box with that character. Installation Guide 41

42 Nortel Quality Monitoring Server Installation Standard 4.02 The Post Office refers to Microsoft Exchange and VIM systems for mail received. For Lotus mail systems, it should be the path to the post office, not the post office itself (for example, N:\CCMAIL). For Microsoft Exchange, it is the name of the Exchange server. Note: This field is only used for Microsoft Exchange and Lotus VIM systems. 27 If you selected None, Microsoft MAPI, or VIM Systems as the mail system on the Export Call screen, go directly to step 30 on page 43. If you selected SMTP/POP, click Next. The SMTP screen is displayed. 28 Enter the following SMTP configuration parameters: In the SMTP Server field, specify the hostname or IP address of the SMTP mail server. Use the fully qualified domain name for your SMTP mailserver/gateway. Example: mail.witsys.com Accept the default SMTP Port (which is 25), unless the SMTP port has been modified by your mail implementor for security reasons. 42 Nortel Quality Monitoring

43 July 2008 Nortel Quality Monitoring Server Installation Specify the timeout, in milliseconds, for the initial connection (Timeout Connect) and communications (Timeout Protocol). Leave the default values (30000) unless you know that the connection to the SMTP Server is slow. 29 Click Next. The Agent Initiated Monitoring screen is displayed. 30 Click to Enable Agent Initiated Monitoring. (Recommended). Agent Initiated Monitoring, referred to as AIM, is the feature that allows the agents to start and stop monitoring sessions. The feature must be enabled at the Nortel Quality Monitoring Server as well as at the agent desktop to function; therefore, it is typically installed here so that the option to use the feature is always available. 31 Click to Enable Block monitor for Agent Initiated Monitoring. (Recommended) This option allows agents to stop the monitoring that they have initiated through AIM feature and discard the recording. The Stop command at the agent desktop stops the monitoring, but the recording is retained. Installation Guide 43

44 Nortel Quality Monitoring Server Installation Standard Set the Maximum Record time (in minutes) of all Nortel Quality Monitoring recordings, except for Live Monitor calls. The default setting for maximum record time is 0, which allows unlimited recording time. Note: Live Monitor is only available if a Nortel Contact Recording Card is installed at the PBX. 33 Click Next. The Switch Configuration screen is displayed. (This screen is designed to be used in a future release of this product.) 34 Click Next. 44 Nortel Quality Monitoring

45 July 2008 Nortel Quality Monitoring Server Installation The Voice Ports screen is displayed. 35 Use the drop-down list for Total Ports to specify the number of active ports on your system. This is generally the total number of ports available on your T1/E1 connections. This number is typically 24 active ports. The port value is written to the voice.ini file which is used to set up communications with the Contact Recording Server. The voice.ini file will have one line that states: CHANNEL: 0 CS N 0 TRACE DEBUG TEST N is the is the number of ports; the 0 must be there. Note: Make sure that the number of Total Ports selected is less than or equal to the number of Nortel Quality Monitoring ports licensed for the Nortel Contact Recorder. 36 Use the drop-down list for Random Ports to specify the maximum number of monitor ports to be used for random monitoring. In most configurations, the Random Ports setting will be the same as the Total Ports setting.the remaining monitor ports will be used for scheduled recordings and live monitoring. For example, if 20 monitor ports are specified as random ports, the remaining 4 monitor ports would be used Installation Guide 45

46 Nortel Quality Monitoring Server Installation Standard 4.02 for scheduled recording and live monitoring. The 4 monitor ports specified as random ports could be used for the other types of recording, if they are not being used as random ports. Live Monitor is only available if a Nortel Call Recording Card is installed at the PBX. 37 Click Next. The Voice URL screen is displayed. 38 Leave this as the default voice. Recordings made under the control of a Quality Monitoring application are only held temporarily in the recorder s bulk recording call storage area and, after the call completes, are copied to a file-share (the voice URL) on the Quality Monitoring Server. This folder must be accessible by the Nortel Contact Recording Server 39 Click Next. 46 Nortel Quality Monitoring

47 July 2008 Nortel Quality Monitoring Server Installation The AVI Conversion Server Settings screen is displayed. 40 Leave the default value for the directory in which to store the files created by the AVI Conversion Service. The voice and data files generated when a call is recorded are stored separately. When a user selects a call to replay, the AVI Conversion Service generates an.avi output file that is played through the Client UI. Once the.avi has been generated for a call, it is stored and used whenever that call is replayed. 41 Enter a Database Username and Database Password to use to create a system DSN (QualityforAVI) for the AVI Conversion Service. This user user must have full administrator rights. (The most commonly used is dba with manchupinchu as the password.) If this DSN is not set correctly, there will be problems with call replay. 42 Click Next. Installation Guide 47

48 Nortel Quality Monitoring Server Installation Standard 4.02 The Ready to Install the Program screen is displayed. 43 Leave the Launch Database Update Utility checked if there are no patches to apply to the Nortel Quality Monitoring Server. Clear the option if there are patches to apply to the server installation. 44 Click Install. The installation program begins the installation process. Once the installation is complete, the program: launches the Database Update Utility if the option is selected displays the InstallShield Wizard Completed screen if the option is not selected 45 If the utility is started, go to Creating the Nortel Quality Monitoring Database on page 50 for complete instructions. If the Completed screen is displayed, click Finish. 46 Following the instructions in the patch readme files, apply the patches issued for the Nortel Quality Monitoring Server. 48 Nortel Quality Monitoring

49 July 2008 Nortel Quality Monitoring Server Installation 47 Run the database utility as described in Creating the Nortel Quality Monitoring Database, on page 50. Installation Guide 49

50 Nortel Quality Monitoring Server Installation Standard 4.02 Creating the Nortel Quality Monitoring Database You must create the Nortel Quality Monitoring database for the system to function. Note: Create a database folder before beginning this procedure. The recommended location for the folder is D:\Program Files\Nortel\Nortel DB. To create the database, follow these steps: 1 If the installation program did not launch the utility, click Start4 Programs4Nortel Quality Monitoring Server4DBUtil. The Database Utility dialog box is displayed: 2 The SQL database server specified when the Nortel Quality Monitoring was installed is displayed in the Database Server Name field. 3 Click Run. 50 Nortel Quality Monitoring

51 July 2008 Nortel Quality Monitoring Server Installation The Database Login dialog box is displayed: 4 Enter the SA (system administrator) user name in the User Name field. This value is typically SA, but may be any user that has full administrator rights on the SQL server. 5 Enter the password in the Password field. 6 Click OK. Note: If the program cannot connect to the database, make sure that the user that you specified has administrative rights and that you entered the correct password for that user. Note: You can also go to the Windows Control Panel. Under Administrative Tools, open Data Sources and review the System DSN settings. The DSN named Quality should be set with the server and username\password for the SQL server that will house the database. Start Dbutil again. Installation Guide 51

52 Nortel Quality Monitoring Server Installation Standard 4.02 Do not proceed until you have successfully connected to the database. When it connects successfully to the database, the program displays the Database Parameters dialog box. 7 Enter the path of the database folder in the Database Path field. This folder must exist; the program will not create it for you. The recommended path is D:\Program Files\Nortel\Nortel DB. 8 Select the language to be used at the Quality Monitoring Client from the Language drop-down list. 9 Click Go. The Database Creation window is displayed. The program displays a list of actions performed. The last line is Done. 52 Nortel Quality Monitoring

53 July 2008 Nortel Quality Monitoring Server Installation You can use the scroll bar to review the actions; there should be no errors for a new database. 10 If the SQL Server and Nortel Quality Monitoring Server are installed on the same machine, reboot the machine to complete the remaining postprocessing steps. If the SQL Server is on a separate machine, follow the procedure in MSSQLSERVER Considerations, on page 54 BEFORE you reboot. Note: When rebooted, the system attempts to start both the AVI Conversion Service and the WitnessService. The WitnessService will not start until the basic database records have been created using the Nortel Quality Monitoring Client. Note: When setting up the database, you should set up a maintenance plan at the same time, to ensure that the database gets backed up automatically, and to avoid disk storage problems in the future. You must also set up a maintenance plan for the transaction log file. This is necessary as the transaction log continues to grow cumulatively over time, and requires periodic truncation by way of an automated MS SQL maintenance plan schedule. To verify the creation of the Quality Monitoring SQL database, open Start4All Programs4 Microsoft SQl Server4 Enterprise Manager. The witness database must be available for the Nortel Quality Monitoring system to be functional. Installation Guide 53

54 Nortel Quality Monitoring Server Installation Standard 4.02 MSSQLSERVER Considerations By default, the WitnessService has a dependency for MSSQLSERVER. If MSSQLSERVER is not installed on the machine where the Nortel Quality Monitoring Server is installed, you need to do the following: If... Then... Otherwise... You are installing the SQL Database on a separate server (on a different machine than the Nortel Quality Monitoring Server). Go into the Windows Service manually (Nortel Quality Monitoring Server > WitnessService), and delete the dependency for MSSQLSERVER. The Nortel Quality Monitoring Server will not start. You remove the dependency. Make sure that the SQL Database Server is up and online before you start or restart the Nortel Quality Monitoring Server. The Nortel Quality Monitoring Server will fail, since there are no dependencies set up to make sure that the Nortel Quality Monitoring Database is available before the Nortel Quality Monitoring Server tries to start up and access the database. 54 Nortel Quality Monitoring

55 July 2008 Nortel Quality Monitoring Server Installation Final Steps for the Nortel Quality Monitoring Server Setup To complete the Nortel Quality Monitoring Server setup, you must: Change the Permission for the Voice Folder. Confirm the Quality Monitoring Setup at the Contact Recording Server. Update the hosts file if the Quality Monitoring Server is not on the domain. Changing the Permission for the Voice Folder The permission setting for the local voice folder that is created during installation is read only. For the Contact Recording Server to access the folder, the permission needs to be read\write. To change it to read/write: Installation Guide 55

56 Nortel Quality Monitoring Server Installation Standard In Windows Explorer, navigate to the voice folder. The default path is \Journals\Voice. 2 Right-click on the voice folder, and select Sharing and Security. 3 Ensure that the Share This Folder radio button is selected. 56 Nortel Quality Monitoring

57 July 2008 Nortel Quality Monitoring Server Installation 4 Click the Permissions button. 5 In the Allow category, ensure that all the options are selected that enable access to the voice folder. Installation Guide 57

58 Nortel Quality Monitoring Server Installation Standard 4.02 Confirming the Quality Monitoring Setup at the Contact Recording Server The Nortel Quality Monitoring Server communicates with the Nortel Contact Recording Server. The communication is established by the Recording Server; therefore that server must be configured with the details of the Nortel Quality Monitoring Server. To verify that the appropriate data is entered at the Nortel Contact Recording Server: 1 Log in to the Nortel Contact Recording Server: 2 Click the Operations tab. 3 Click the Quality Monitoring tab. 4 If this tab is not present, you need to update the licensing for the recorder. 58 Nortel Quality Monitoring

59 July 2008 Nortel Quality Monitoring Server Installation 5 Verify the following: URL of Nortel Quality Monitoring application to connect to. This is the IP node name of the Quality Monitoring server. The port numbers for the recording control and CTI links between these applications will default to 1415 and 1416 respectively. If you installed Quality Monitoring on the same server as the recorder, you can specify or localhost. Username/Password for file-share on Quality server. This is the username and password that the Recording server can use to access the voice URL (typically left as voice) to write recordings to and read recordings from the share. For complete information about the Nortel Contact Recording configuration, see the Nortel Contact Recording Planning, Installation and Administration Guide. Updating the hosts file If the Quality Monitoring server is not in the domain or if it has no access to the DNS server, you must manually update the hosts file on the Quality Monitoring server with the computer name and IP address of the agent desktop so that the Quality Monitoring server can find the agent desktop for desktop capturing. 1 On the QM Server, use Windows Explorer to locate C:\WINDOWS\system32\drivers\etc\hosts. 2 Using WordPad or another text editor, open the file and add the following line for each Agent desktop: <IP address> <computer name> where <IP address> is the IP address of the agent desktop and <computer name> is the computer name of the agent desktop. 3 Save and close the file. Installation Guide 59

60 Nortel Quality Monitoring Server Installation Standard 4.02 Upgrading to Release 6.01 Before you upgrade to Release 6.01 from an earlier version of Nortel Quality Monitoring, be sure to: Stop the witnessservice and AVI conversion service Back up the server.ini, voice.ini, and process.ini files. These files are located in the \Program Files\Nortel\ Nortel Quality Monitoring Server folder. To upgrade the server: 1 Run the Nortel Quality Monitoring Server installation program, from a CD or network drive. 2 Follow the onscreen prompts. 3 Start the witnessservice and AVI Conversion Service. For a more detailed description of the installation/upgrade options, see Installing the Server Software on page 29. Note: If you upgrade the Nortel Quality Monitoring Server, you must also upgrade the Client and Agent versions. The Server, Client, and Agent versions must be the same in order for the system to work properly. Upgrading the Nortel Quality Monitoring Database After upgrading the Nortel Quality Monitoring Server, you need to use dbutil32.exe, the database upgrade/creation utility, to upgrade the Nortel Quality Monitoring database. When you are upgrading your system to a new service level, you should make it standard procedure to run this program in order to incorporate the latest schema changes and other changes in your database. Note: If you have not already done so, create a full backup of your database before continuing. 60 Nortel Quality Monitoring

61 July 2008 Nortel Quality Monitoring Server Installation To upgrade an existing version of the Nortel Quality Monitoring database, follow these steps: 1 If the installation/upgrade program did not launch the utility, click Start4 Programs4Nortel Quality Monitoring Server4DBUtil. Result: The Database Utility dialog box appears. 2 Enter the name of your database server (typically the local host name) in the Database Server Name field. 3 Select Run. Result: The Database Login dialog box appears. 4 Enter the SA (system administrator) user name in the User Name field. 5 Enter the password in the Password field. 6 Select OK. Installation Guide 61

62 Nortel Quality Monitoring Server Installation Standard A message box appears, asking if you would like to upgrade the current database. Select Yes. Result: The Database Parameters dialog box appears. 8 Select the desired language from the Language drop-down list. 9 ClickGo. The Database Creation window appears, and the database is updated. 62 Nortel Quality Monitoring

63 July 2008 Nortel Quality Monitoring Server Installation You will see a number of messages scroll by in the Database Creation window. Based on the size of your database, the database upgrade process can take between a few minutes and several hours. The last message you will see is Done (as shown in the figure above). Once the Done message appears, you can close the Database Creation window. After the upgrade is complete and the database upgrade utility has been run, it is recommended that you backup your database and also your Nortel Quality Monitoring Server folder. Once you finish updating the Nortel Quality Monitoring database, reboot the Nortel Quality Monitoring Server in order for the installation program to complete the remaining post-processing steps. Installation Guide 63

64 Nortel Quality Monitoring Server Installation Standard Nortel Quality Monitoring

65 Chapter 4 Nortel Quality Monitoring Client Installation In this chapter: Nortel Quality Monitoring Client Overview Before You Begin the Installation Installing the Client Software Populating the Database Installation Guide 65

66 Nortel Quality Monitoring Client Installation Standard 4.02 Nortel Quality Monitoring Client Overview The Nortel Quality Monitoring Client is the component of the system that supervisors use to: administer the system review the recorded calls (journals) create and use evaluation forms generate Agent performance and call handling reports and graphs The Client is typically installed on each supervisor desktop; it communicates directly with the Nortel Quality Monitoring Server and database, as shown in the following diagram. Note: We recommend that you install an instance of the Client on the Nortel Quality Monitoring Server machine itself so that you can test the system prior to full deployment. 66 Nortel Quality Monitoring

67 July 2008 Nortel Quality Monitoring Client Installation Installation Guide 67

68 Nortel Quality Monitoring Client Installation Standard 4.02 Before You Begin the Installation Before you install the Nortel Quality Monitoring Client, be sure that: the Client machine is on the same network as the Nortel Quality Monitoring Server and the Quality Monitoring database server the Client machine is running Windows 2000 SP4 or Windows XP SP2 Microsoft.NET Framework 1.1 is installed on the Client machine the World Wide Web Publishing Service and the IIS Admin Service are stopped on the Client Machine you know the name of the Nortel Quality Monitoring Server machine you know the name of the Quality Monitoring database server and whether the database is in its own database instance you know the database connection port number you know whether or not to enable the Call Export feature you know whether you need to use a typical or custom installation For help with the program options, review the installation procedure described in Installing the Client Software, on page 71. Note: The Client applications on the supervisorís computers should always match the Nortel Quality Monitoring Server version to prevent an out-ofdate Client application from possibly corrupting the database. If the database is corrupted, the Client application could become unusable. Stopping and Starting Services Before you install the Client (or any application which is dependent on IIS Admin or the World Wide Web Publishing Service), you should be sure that these services are not running. To stop (then restart the services), follow these steps: 68 Nortel Quality Monitoring

69 July 2008 Nortel Quality Monitoring Client Installation 1 Access the Services management component of the Control panel. 2 Open the IIS Admin Properties dialog. 3 Change the IIS Admin Startup type to Manual. 4 Access the World Wide Web Publishing Service Properties dialog. 5 Change the World Wide Web Publishing Service Startup type to Manual. 6 Restart the machine. Installation Guide 69

70 Nortel Quality Monitoring Client Installation Standard Once the machine restarts, ensure that IIS Admin and World Wide Web Publishing Service are not running. 8 Install the Nortel Quality Monitoring Client as described in the Installing the Client Software, on page Once the Client is installed, change the IIS Admin Service and World Wide Web Publishing Service Startup types to Automatic. 10 Restart the machine. 70 Nortel Quality Monitoring

71 July 2008 Nortel Quality Monitoring Client Installation Installing the Client Software To install the Nortel Quality Monitoring Client, follow these steps: 1 Close all applications on the workstation. 2 Be sure that the WWW Publishing and IIS Admin services are stopped. 3 Place the Nortel Quality Monitoring CD into the CD-ROM drive on the workstation. The Welcome page appears automatically. Note: If this page is not automatically displayed, open Windows Explorer and navigate to the CD drive to select install.htm. 4 Under Install Nortel Quality Monitoring, select Nortel Quality Monitoring Client Component. Installation Guide 71

72 Nortel Quality Monitoring Client Installation Standard 4.02 The File Download dialog box may or may not appear, depending on your Internet Explorer (or other web browser) settings. Also, the dialog box may vary slightly from the one shown below, depending on the browser version. 5 Click Run (or Open depending on the dialog displayed). A screen indicates that the installation wizard is being prepared. Once started, the Welcome to the InstallShield Wizard for Nortel Client screen is displayed. 72 Nortel Quality Monitoring

73 July 2008 Nortel Quality Monitoring Client Installation 6 Click Next. Installation Guide 73

74 Nortel Quality Monitoring Client Installation Standard 4.02 The Customer Information screen is displayed. 7 Enter your User Name and Organization. 8 Select one of the following options in the Install this application for field: Anyone who uses this computer (all users). This application is accessible to anyone who has a logon for this machine. Only for me (User Name). The application is only accessible when the specified user name is used to log on. 9 Click Next. 74 Nortel Quality Monitoring

75 July 2008 Nortel Quality Monitoring Client Installation The Server Connections screen is displayed. 10 Enter the host name or IP address of the Nortel Quality Monitoring Server in the Enter the host name for the Quality Voice Server field. 11 Enter the TCP/IP host name of the SQL Server in the Enter the Database Server Name field. For information on finding the correct name, see page 37 in this guide. Note: In rare cases, the database is created in its own separate database instance. If the database was created in its own separate database instance in your environment, enter the instance name in the following format: TCP/IP host name\instance name. For example, \\SQL_SVR\quality. 12 Enter the number of the port used to communicate with the Quality database in the Enter the Database Port Number field. The default is 3033; this should not need to be changed. 13 Enter the host name or IP address of the server hosting the SQL Server database in the Enter the host name for the Database Server field. The local machine name is entered by default. This entry should always Installation Guide 75

76 Nortel Quality Monitoring Client Installation Standard 4.02 be the same as the Server name entered above in the Enter the host name for the Quality Voice Server field. 14 Click Next. The Phone Extension and Export screen is displayed. 15 If you do not have a Nortel Call Recording Card installed in your PBX: Go to the next step. If you have a Nortel Call Recording Card installed in your PBX: Enter the extension of the phone you intend to use when replaying or live monitoring agents. If you enter your default callback extension here, it is saved for later reference. When you play back a call, this phone extension is used as the default. 16 Select the Check to enable the Export Call Feature to be able to recorded calls to people not on the system and to write the calls to disk. 17 The Export feature needs to be set both here and on the Nortel Quality Monitoring Server. For information about the Server settings, see page Nortel Quality Monitoring

77 July 2008 Nortel Quality Monitoring Client Installation 18 Click Next. The Setup Type screen is displayed. 19 Select Custom to install all of the available Nortel Quality Monitoring Client applications. Minimal installs the Client main UI, the System Administration Utility, the Evaluations, Site Editor, and Graphing applications. It was designed as a way to install the basic applications for lower-level supervisors, but in practice it is easier to install all applications and then restrict access to certain applications using the Security application. 20 Click Next. Installation Guide 77

78 Nortel Quality Monitoring Client Installation Standard 4.02 The Custom Setup screen is displayed. 21 All of the applications are selected; you do not need to make any selections. You can use the scroll bar to review the programs and verify that you are installing the Client applications to the correct drive. (Nortel typically installs Quality Monitoring applications on the D: drive.) Note: As mentioned in the previous step, you must provide the supervisors access rights to these applications through the Nortel Quality Monitoring Client s Security application. 22 Click Next. 78 Nortel Quality Monitoring

79 July 2008 Nortel Quality Monitoring Client Installation The Ready to Install the Program screen appears: 23 Click Install. If Microsoft.NET Framework 1.1 is not installed on the machine, a message box is displayed. Click Yes. When the licensing screen is displayed, accept the licensing agreement. Installation Guide 79

80 Nortel Quality Monitoring Client Installation Standard 4.02 When the installation process is complete, the InstallShield Wizard Completed screen appears. 24 Click Finish to exit the installation program. 25 If any patches have been released for the Nortel Quality Monitoring Client, install those now. Follow the instructions issued with the patch. 80 Nortel Quality Monitoring

81 July 2008 Nortel Quality Monitoring Client Installation Populating the Database In order for the Nortel Quality Monitoring Server to function correctly, you must populate the Quality database with some basic records. Use the Client applications to define at least one department, one Position ID/DN, and one agent. Note: You do not have to do this on every supervisor s machine. You need only do this to populate the Quality database with the basic set of records. To start the Nortel Quality Monitoring Client: 1 Select Start > Programs > Nortel Quality Monitoring Client> Client. 2 Enter admin in the User ID field. 3 Enter NewUser in the Password field. The password is case-sensitive; be sure to use a capital N and a capital U. 4 Click Logon. If prompted to confirm logging in without an extension. Click Yes. Installation Guide 81

82 Nortel Quality Monitoring Client Installation Standard 4.02 A message is displayed. 5 Click Yes. The Nortel Quality Monitoring Client is displayed. Note: If the icons are not shown in the Applications column on the left, right-click in that area and select Properties. In the dialog displayed, select all of the applications. 6 Select the Departments icon on the Applications toolbar, then create at least one department record as described in Creating a Department, on page Nortel Quality Monitoring

83 July 2008 Nortel Quality Monitoring Client Installation 7 Select the SIU icon on the Applications toolbar, then create at least one extension record as described in Defining Position IDs/DNs, on page Select the Agents icon on the Applications toolbar, then create at least one agent record as described in Defining an Agent, on page Close the Nortel Quality Monitoring Client application. 10 Start the Nortel Quality Monitoring Server. 11 Start the Nortel Quality Monitoring Client. Creating a Department Departments are used to control user access to agents in most Nortel Quality Monitoring applications. You must have a department defined before you can set up the agents. The departments usually correspond to the functional groups in your contact center. To create a department: Installation Guide 83

84 Nortel Quality Monitoring Client Installation Standard Select the Departments icon from the Applications toolbar. The Departments dialog box is displayed. 2 Select New. 3 Enter the name of the department in the Departments field. You can enter up to 25 alphanumeric characters. 4 Select Save. The name appears in the departments list. 5 Select Exit to save your changes and close the Departments dialog box. For complete information about departments, see the Nortel Quality Monitoring Administration Guide, Chapter 2: Setting Up the Departments Database Table. 84 Nortel Quality Monitoring

85 July 2008 Nortel Quality Monitoring Client Installation Defining Position IDs/DNs The SIU database table lists the instruments to be monitored. These instruments are the physical extension numbers (Position IDs/DNs). The Nortel Quality Monitoring service reads and initializes SIU information when the Server is started. You must define at least one instrument for the service to start. Typically, you define the one PositionID/DN that you will use to test the system, though each Position ID/DN or range of Position IDs/ DNs must be listed in the table for monitoring to be enabled. Note: The Position IDs/DNs you define here must also be defined in Nortel Contact Recording on the Operations4Bulk Recording tab. To define an instrument number: 1 Select the SIU icon on the Applications toolbar. The SIU Utility dialog box is displayed. 2 Select the Instr No. option button. 3 Select New. Installation Guide 85

86 Nortel Quality Monitoring Client Installation Standard Type the Position ID/DN in the Instrument Number field. 5 Select Save. 6 Select Exit to close the SIU Utility dialog box. For complete information about the SIU Utility, see the Nortel Quality Monitoring Administration Guide, Chapter 5: Setting Up the SIU Database Table. Defining an Agent To create an agent record: 1 Select the Agents icon on the Applications toolbar. The Agent Data dialog box is displayed. 2 Select New. 3 Type a name in the Agent field. 86 Nortel Quality Monitoring

87 July 2008 Nortel Quality Monitoring Client Installation 4 Select admin as the Supervisor for this agent. 5 Select the PhoneDef + tab. 6 In the Phone Definition field, enter the agent s login ID. 7 Select Depts. Installation Guide 87

88 Nortel Quality Monitoring Client Installation Standard 4.02 The Add Departments dialog box is displayed. 8 Select the department and click > to move it to the Departments Added field. 9 Select Return to return to the Agent Data dialog box. 10 Select Exit to save your changes and close the Agent Data dialog box. For complete information about agent definitions, see the Nortel Quality Monitoring Administration Guide. 88 Nortel Quality Monitoring

89 Chapter 5 Nortel Quality Monitoring Agent Installation In this chapter: Nortel Quality Monitoring Agent Overview Before You Begin the Installation Installing the Agent Software Making Configuration Changes after Installation Installation Guide 89

90 Nortel Quality Monitoring Agent Installation Standard 4.02 Nortel Quality Monitoring Agent Overview The Nortel Quality Monitoring Agent component is installed on the agent workstations. The Agent software includes: the Capture Service that records the desktop screen the Agent Initiated Monitoring application the Agent logging service that records interactions between the Agent and Server The Agent communicates directly with the Nortel Quality Monitoring Server, as shown in the following diagram. Note: We recommend that you install an instance of the Agent on the Nortel Quality Monitoring Server machine itself so that you can test the system prior to full deployment. 90 Nortel Quality Monitoring

91 July 2008 Nortel Quality Monitoring Agent Installation Installation Guide 91

92 Nortel Quality Monitoring Agent Installation Standard 4.02 Before You Begin the Installation Before you install the Nortel Quality Monitoring Agent, be sure that: the Agent machine is on the same network as the Nortel Quality Monitoring Server the Agent machine is running Windows 2000 SP4 or Windows XP SP2 you know the name of the Nortel Quality Monitoring Server machine you know whether or not to install Agent Initiated Monitoring (AIM) whether or not you want to use the annotation with AIM For help with the program options, review the installation procedure described in the next section. For instructions about installing the software using a batch file, see Silent Agent Installation on page Nortel Quality Monitoring

93 July 2008 Nortel Quality Monitoring Agent Installation Installing the Agent Software To install Agent, follow these steps: 1 Close all applications on the workstation. 2 Place the Nortel Quality Monitoring CD into the CD-ROM on the workstation. The installation page is launched automatically. Note: If this page is not launched automatically, open Windows Explorer and navigate to the CD drive to select install.htm. 3 Under Install Nortel Quality Monitoring, select Nortel Quality Monitoring Agent Component. 4 When prompted to run or save the file, select Run. 5 Ignore the security warning about the unknown publisher and click Run. Installation Guide 93

94 Nortel Quality Monitoring Agent Installation Standard 4.02 The Welcome to the InstallShield Wizard for Nortel Quality Monitoring Agent is displayed. 6 Click Next. 94 Nortel Quality Monitoring

95 July 2008 Nortel Quality Monitoring Agent Installation The Destination Folder screen is displayed. 7 Select the location where you want the Agent files to reside. The default location is c:\program Files\Nortel\Nortel Quality Monitoring Agent. To specify another drive or folder location, click Change. In the Change Destination Folder screen, type in the desired location or use the browse tools to select it. Click OK to return to the Destination Folder screen. 8 Click Next. Installation Guide 95

96 Nortel Quality Monitoring Agent Installation Standard 4.02 The Agent Initiated Monitoring (AIM) screen is displayed. 9 Select Install Agent Initiated Monitoring to allow agents to record calls. This feature must also be enabled on the Nortel Quality Monitoring Server to work. See Step 31 on page 43 in this guide. If installing AIM, specify the Nortel Quality Monitoring Server Name. This name is the TCP/IP host name of the computer that is running the Nortel Quality Monitoring Server. Note: Select Browse to change the path of the folder where the AIM log files reside. Note: Logging is disabled by default. To enable logging, set the registry value LogEnable = 1 in the registry key HKEY_LOCAL_MACHINE\Software\Witness Systems\eQuality Agent\AIM. In addition, you will either need to: Change the LogPath value in HKEY_LOCAL_MACHINE\Software\Witness Systems\eQuality Agent\AIM to a path where all users have write permissions. OR 96 Nortel Quality Monitoring

97 July 2008 Nortel Quality Monitoring Agent Installation Give write permissions to users for the path currently set. 10 Click Next. The AIM Options screen is displayed. 11 Leave the selection as Use CTI with AIM. The Nortel Quality Monitoring environment includes CCMS as the CTI, which sends logon, logoff, and call event information to the Nortel Quality Monitoring Server. If necessary, this function can be replaced with the ability of agents to log in and log out manually, as well as initiate and end a monitoring session. 12 Choose whether to Enable Block Monitoring for this agent. When block monitoring is enabled, the agent is able to end any monitoring session. He can use the Block Monitoring command on his desktop to cause the Nortel Quality Monitoring Server to stop monitoring and remove all references to the journal file. 13 Click Next. If you selected the Use CTI with AIM option, proceed to step 17. Installation Guide 97

98 Nortel Quality Monitoring Agent Installation Standard 4.02 If you selected the Use Manual Login option in the previous screen, the Manual Logon Configuration screen is displayed. 14 Provide the following information: Agent ID. Enter the ID that the user must enter to log on to the phone system. If more than one agent will use this workstation, enter any one of those IDs. This is the same number that you entered as the Phone Definition in the Agents application at the Client. Lock ID. Select Yes to tie this workstation to this agent within the Quality system. (This is known as static seating.) Select No to allow other agents to log in to the system with this workstation (free seating). If you have an environment where Agents share workstations over different shifts, then you would select No. Agent Extension. Enter the phone extension number that the agent uses. This will be one of the Position ID/DNs that you defined in the Nortel Quality Monitoring SIU Utility. 98 Nortel Quality Monitoring

99 July 2008 Nortel Quality Monitoring Agent Installation Lock Extension. Select Yes to tie this extension to this agent ID within the Quality system. Select No to allow other agents to use this extension. If you have a free seating environment where Agents are not assigned a specific extension, then you would select No. 15 Click Next. The AIM Annotation Setup screen is displayed. 16 Select Enable annotation for Agent Initiated Monitors to enable the Annotate menu item at the agent s workstation. When the agent selects Annotate from the AIM pop-up menu during a monitored call, a screen with data entry fields is displayed on the agent s desktop. The information that the agent enters in these fields is stored with the call and displayed with the journal file in the Nortel Quality Monitoring Client. 17 If you enable the annotation option, you need to configure the annotation fields (User Field 1, User Field 2, and so on). Enter descriptive information for all of the fields that you will be using. When annotation fields are Installation Guide 99

100 Nortel Quality Monitoring Agent Installation Standard 4.02 used, supervisors can search for a journal entry by these field names. Any field left blank will not be included on the agent screen. Note: It is important that these fields do not vary from desktop to desktop. These fields must also match the corresponding data types in the database. Note: To avoid having to set up each agent workstation manually, you can use the batch file procedure described in Silent Agent Installation, on page 129 to apply a common configuration to multiple agent workstations. 18 Click Define User Tips to enable tool tips that can assist agents when answering calls. The Add User Tips to Annotation Labels screen appears. 19 Enter information in any of the User Tip fields and click OK. 20 Click Next. 100 Nortel Quality Monitoring

101 July 2008 Nortel Quality Monitoring Agent Installation The Ready to Install the Program screen is displayed. 21 Click Install to continue. 22 When the installation process is complete, the InstallShield Wizard Completed screen is displayed. 23 Click Finish to exit the installation program. Installation Guide 101

102 Nortel Quality Monitoring Agent Installation Standard 4.02 Making Configuration Changes after Installation To change any options selected during installation, you can edit the system registry. The Nortel Quality Monitoring Agent registry keys are located in: HKEY_LOCAL_MACHINE\Software\Witness Systems\eQuality Agent\AIM Note: Use caution when changing registry values. Editing the registry may cause the program to become unstable. The following table lists the keys, the corresponding installation option, and possible values. Agent Key Installation option Value(s) Agent ID Agent ID user-defined BlockMonitoring Enable Block Monitoring 1=yes 0=no Extension Agent Extension user-defined LockAgentID Lock ID 1=yes 0=no LockExtension Lock Extension 1=yes 0=no LogEnable LogPath not in program UI;logging is disabled by default Default Destination of AIM Log Files 1=yes 0=no c:\program Files\Nortel\Nortel Quality Monitoring Agent\logs LogonLogoff Use Manual Login 1=yes 0=no 102 Nortel Quality Monitoring

103 July 2008 Nortel Quality Monitoring Agent Installation Agent Key Installation option Value(s) ServerAddress Nortel Quality Monitoring Server Name TCP/IP host name of the computer running the Quality Server. ServerPort not in program UI The default is StopMonitoring UserField1 to UserField5 not in program UI. This option allows the agent to stop the recording at the end of the call. User Field 1... User Field 5 1=yes 0=no user-defined. This text is displayed in the text field where the agent enters information. UserFieldName1 to UserFieldName5 Not in the program UI. This must match the busdatatype in the database user-defined. UserTip1 to UserTip5 User Tip 1...User Tip 5 user-defined. This text is displayed as the tool tip for the annotation text fields. Installation Guide 103

104 Nortel Quality Monitoring Agent Installation Standard Nortel Quality Monitoring

105 Chapter 6 Verifying the Installation In this chapter: Basic test procedures Troubleshooting Tips Installation Guide 105

106 Verifying the Installation Standard 4.02 Basic test procedures Once the software components are installed, you should verify that the system is running properly. To do this, you need to complete the basic procedures: Start the Nortel Quality Monitoring system components, including the Nortel Contact Recording Server. Start the Nortel Contact Recording Server Start the Nortel Quality Monitoring Client Start the Nortel Quality Monitoring Agent Make sure that the Quality Monitoring link to the Nortel Contact Recording Master is UP. See the Recording Status screen of the Nortel Contact Recording Master. Log the agent onto the phone system. Verify the login at the Nortel Quality Monitoring Client UI in the Active Agents display. Place calls to the agent phone. 106 Nortel Quality Monitoring

107 July 2008 Verifying the Installation Refresh the Active Agents display in the Nortel Quality Monitoring Client UI to review the Recording Status. Review the Recorder Status at the Nortel Contact Recording Server. The Quality Monitoring will show Channels are Active when calls are being recorded. Review the completed calls. Select Journal Files at the Nortel Quality Monitoring Client UI to view the list of completed (recorder) calls. Replay a call. Select a file in the list of Journal Files at the Nortel Quality Monitoring Client UI and click the Play button. Installation Guide 107

108 Verifying the Installation Standard 4.02 Troubleshooting Tips If you experience any problems during the testing, consider the following: Is it a communication problem? Can all of the machines ping each other? Refer to the Installation Prerequisite Checklist, on page 21 to review the required network components. Did all of the components start correctly? Refer to Running the Nortel Quality Monitoring Server in Console Mode, on page 110 to review the startup process. Are the DNs/Position IDs defined at the Nortel Contact Recording Server as well as in the Nortel Quality Monitoring Client SIU Utility? If all of the components and systems seem to be running, review the common problems listed in the next section for possible solutions. Common Problems This section lists common problems experienced in new installations. For more information about diagnosing and solving problems, see the Nortel Quality Monitoring Troubleshooting Guide. Startup Problems WitnessService will not start For the Nortel Quality Monitoring Server to be able to function correctly, you must use Nortel Quality Monitoring Client to set up at least one department record, at least one extension, and at least one agent record. Check the Filter.log file. If the following message appears, it is probably because the database has not been populated with these required records: Filter Failed Private Initialization 108 Nortel Quality Monitoring

109 July 2008 Verifying the Installation If this is not the issue, check the following: If the MS-SQL Server is not installed on the same machine as the Nortel Quality Monitoring Server, make sure that you have removed the service s dependency on MSSQL. Refer to MSSQLSERVER Considerations, on page 54 for details. The Agent does not appear in the Active Agent display as logged on Refresh the Active Agent display. If the Agent still does not appear, confirm that the agent definition is correct and that the agent is logged on. In addition, confirm that the capture service is running on the agent machine. The Client cannot connect to the Server Be sure that the WitnessService is running properly and that the Client is pointed to the correct server. When logging on to the Client, click the Advanced tab to see which Site it is pointed to. Open the Sites application at the Client (Start4Nortel Quality Monitoring Client 4Sites) and review the Server name and DSN for the specified site. This definition must match the System DSN definition in the Data Sources application on the Control Panel (Administrative Tools). Cannot connect to the database server Make sure that the database is correctly defined in the System DSN. In the Windows Control Panel, under Administrative Tools, open Data Sources and review the System DSN settings. The DSN named Quality should be set with the server and username\password for the SQL server that houses the Quality database. Recording Problems My call was not recorded Although there can be many reasons for this, the most common problem is that the DN/Position ID is not properly defined at the Contact Recording Server or in the SIU Utility of the Quality Monitoring Client. Installation Guide 109

110 Verifying the Installation Standard 4.02 Also, be sure that the WitnessService was started after the DN/PositionID was defined. The service picks up the list of DNs to be monitored when it starts up; it is not dynamically updated. Replay Issues I get an ActiveMovie Error when replaying calls Errors in playback that indicate a problem with ActiveMovie are typically caused by an incorrect user name and password for the database. Check the definition of the System DSN created for the AVI conversion service, QualityForAVI. Voice is correct, but screen info is another agent's If there is a mismatch between the voice and screen data, either the Phone number or PC name is incorrect. Be sure that the Agent definition in the Client is correct. Screen is correct, but there is no voice If you know that the call was properly recorded, be sure that the \voice directory (fileshare) is properly defined on the Contact Recording Server and that the fileshare has the appropriate permissions as shown in Final Steps for the Nortel Quality Monitoring Server Setup on page 55. Running the Nortel Quality Monitoring Server in Console Mode When troubleshooting, you can run the Nortel Quality Monitoring Server in Console Mode, which allows you to monitor the system while it is running. In Console Mode, a program called kernel.exe controls the Nortel Quality Monitoring Server executables, which output operation feedback to the Kernel window. You can stop and restart kernel.exe without rebooting the Nortel Quality Monitoring Server. Note: Console Mode is generally only used during installation and setup of the system for diagnostic purposes. Performance of the system is affected and some features, such as Export via , may not be available when running in Console Mode.It is not recommended for general use. 110 Nortel Quality Monitoring

111 July 2008 Verifying the Installation Starting and Stopping the Server in Console Mode To start the Nortel Quality Monitoring Server in Console Mode: 1 Use a text editor such as Notepad to open the server.ini file, located in the Nortel Quality Monitoring Server folder (typically D:\Program Files\Nortel\Nortel Quality Monitoring Server\). 2 Change the SilentRun setting from 1 to 0 in the [Kernel] section, then save your changes. For more information about the server.ini file, see the Nortel Quality Monitoring Server Infrastructure Guide. 3 Save the changes to the file. 4 In the Windows Services control utility, set the WitnessService to Disabled or Manual mode. 5 In Windows Explorer, navigate to and double-click kernel.exe. kernel.exe is located in the Nortel Quality Monitoring Server folder (typically D:\Program Files\Nortel\Nortel Quality Monitoring Server\). To stop the Nortel Quality Monitoring Server in Console Mode, click in the Kernel window, and then press Q on your keyboard. Reverting to Service Mode To revert to Service Mode, follow these steps: 1 Use a text editor such as Notepad to open the server.ini file, located in the Nortel Quality Monitoring Server folder (typically D:\Program Files\Nortel\Nortel Quality Monitoring Server\). 2 Change the SilentRun setting from 0 to 1 in the [Kernel] section. 3 In the Windows Services control utility, set the WitnessService to Automatic mode. Installation Guide 111

112 Verifying the Installation Standard Nortel Quality Monitoring

113 Appendix A Quality Monitoring in a Citrix Environment In this Appendix: Overview Setting up the Quality Monitoring Client Setting Up the Nortel Quality Monitoring Agent Checking the Quality Monitoring Server Settings Setting the Citrix Application Security Policy Problems and Resolutions Installation Guide 113

114 Quality Monitoring in a Citrix Environment Standard 4.02 Overview This appendix provides instructions on how to set up the Nortel Quality Monitoring applications to run in a distributed computing environment. In the thin-client environment, client sessions run on a Thin-Client server. As a result, the Nortel Quality Monitoring Server requires a method of connection to the individual sessions. The Quality Thin-Client solution acts as a broker to deliver communication requests to and from the Quality Monitoring Server and the individual client sessions. Quality Monitoring supports the following environments: Microsoft Windows 2000 Server with Terminal Services Microsoft Windows 2000 Server with Terminal Services with Citrix MetaFrame 1.8 Microsoft Windows 2000 Server with Terminal Services with Citrix MetaFrame XP Microsoft Windows 2003 Server, Service Pack 1, with Citrix MetaFrame Nortel Quality Monitoring

115 July 2008 Quality Monitoring in a Citrix Environment Setting up the Quality Monitoring Client Complete the following procedures to set up the Nortel Quality Monitoring Client on Citrix: 1 Using the instructions in the Installation Guide, install the Quality Monitoring Client application on the machine where Citrix is installed. 2 Using the procedures for publishing applications and creating a web interface for an application, publish the Nortel Quality Monitoring Client and give it a URL. (These procedures should be included in the Citrix documentation.) 3 Once the Quality Monitoring Client application is published, launch it through its URL. 4 Enter the following information for authentication. User name Password Domain 5 Click Logon. Citrix presents a list of applications. The Nortel Quality Monitoring Client is in the list. 6 Click the Nortel Quality Monitoring Client. The Login page prompts you for the following information: User name Password Extension 7 Enter this information in the appropriate fields, and click Logon. The Nortel Quality Monitoring Client window opens and its functionality is available. Installation Guide 115

116 Quality Monitoring in a Citrix Environment Standard 4.02 Defining the Agents in the Client Once the Client is running, you can set up the agents to monitor. As you define the agents, set the following attributes for each one: In the Terminal application, choose WIN TS AGENT as the Controller. In the Agent Data application, on the Supervisor tab, assign a Terminal that is defined with WIN TS AGENT as the Controller. 116 Nortel Quality Monitoring

117 July 2008 Quality Monitoring in a Citrix Environment On the User Fields tab, enter the 10 character user name that will be used by this agent to logon to the Citrix Server using the Web Interface. Installation Guide 117

118 Quality Monitoring in a Citrix Environment Standard 4.02 Setting Up the Nortel Quality Monitoring Agent Complete the following steps to set up the Nortel Quality Monitoring Agent application on Citrix. This procedure highlights the Citrix (Terminal Services) environment. For complete descriptions of the Agent installation screen options, see Nortel Quality Monitoring Agent Installation on page Click on the Nortel Quality Monitoring Installation executable. 2 At the Welcome page, click Next. 3 At the Terminal Services configuration screen: Enter the name of the Nortel Quality Monitoring Server. Choose Anonymous Terminal Services Terminal. 118 Nortel Quality Monitoring

119 July 2008 Quality Monitoring in a Citrix Environment 4 Click Next. 5 At the Destination page, enter the target directory for the Agent files. 6 Click Next. The Agent Initiated Monitor (AIM) page appears. 7 Choose whether or not to enable AIM. If you did not opt to enable AIM, click Next. the installation program installs the Agent at this point. If you opted to enable AIM, specify the name and port of the Quality Monitoring Server, and click Next. The AIM Options page appears. The AIM Options page appears. 8 Select AIM Options and click Next. The Configure AIM Annotation page appears. 9 Configure the AIM Annotation settings and click Next. The Quality Monitoring Agent is installed. Installation Guide 119

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