Nortel Quality Monitoring. Maintenance Guide NN

Transcription

1 NN

2 Document status: Standard Document version: 0102 Document date: 6 November 2009 All Rights Reserved While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED The information and/or products described in this document are subject to change without notice Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks All other trademarks are the property of their respective owners

3 3 Contents New in this release 5 Features 5 Other changes 5 Introduction 7 Intended audience 7 Conventions used in this guide 7 Customer support 8 Finding the latest updates on the Nortel Web site 8 Getting help from the Nortel Web site 8 Getting help over the phone from a Nortel Solutions Center 8 Getting help from a specialist by using an Express Routing Code 9 Getting help through a Nortel distributor or reseller 9 Quality Monitoring server maintenance 11 Maintenance best practices 11 Server shutdown order 11 Services 12 Service recovery options 12 Services user account 13 Services account 13 Quality Monitoring system maintenance 15 Recommendations for data backup 15 Antivirus software maintenance 15 Identification of unreferenced and missing files in the database 16 Deleting unreferenced files in the database 16 Clearing the JRE 150_XX cache on the server 17 Using alternate client JREs 18 Clearing the Internet Explorer cache 18 SQL database maintenance 21 Overview of database backup types 21 Overview of backup devices 22 Maintaining database indexes 23 Creating a maintenance plan for SQL Server Creating the maintenance job 23 NN Standard 70 6 November 2009

4 4 Contents Overview of default maintenance jobs 25 Activating schedules for maintenance jobs 25 Manual maintenance stored procedures 26 Witness_Maintenance_DefragmentIndexes 26 Witness_Maintenance_ReBuildIndexes 26 Witness_Maintenance_UpdateStatistics 27 NN Standard 70 6 November 2009

5 5 New in this release The following sections detail what s new in (NN ) for Release 70 "Features" (page 5) "Other changes" (page 5) Features There are no feature changes for this document Other changes Nonessential graphics have been removed from procedures NN Standard 70 6 November 2009

6 6 New in this release NN Standard 70 6 November 2009

7 7 Introduction This document provides information about suggested routine processes related to system maintenance, and guidelines for database backup This document applies to releases 77x and 78x of Quality Monitoring The document contains the following chapters: "Quality Monitoring server maintenance" (page 11) "Quality Monitoring system maintenance" (page 15) "SQL database maintenance" (page 21) Intended audience Implementors and administrators of the Quality Monitoring system should use this guide This guide is designed to be used by the IT and administration staff responsible for system maintenance, including database administration Conventions used in this guide The following table describes some of the conventions that are used in this document: Area Menu items Document names Description Menu items are highlighted in bold as in the following example: From the menu, choose File > Preferences > Options Document titles appear in italics For example: For more information, see the Quality Monitoring 77 Installation Guide NN Standard 70 6 November 2009

8 8 Introduction Area Buttons, functions, and dialog box and window names User variables Description Specific button or function names are highlighted in bold The following example shows how a button and dialog names appear in the documentation: On the Restore Database dialog, click OK When the user is expected to type a value, the name of the variable to be replaced is surrounded by < > For example: The notation <ER Server Name> refers to the name of your Enterprise Reporting server When you see this notation, replace it with the actual name of the Enterprise Reporting server Customer support This section explains how to get help for Nortel products and services 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, go to wwwnortelcom/documentation Getting help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support web site: wwwnortelcom This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products download software, documentation, and product bulletins search the Technical Support web site and the Nortel Knowledge Base for answers to technical issues sign up for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support web site, and 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 following web site to obtain the phone number for your region: NN Standard 70 6 November 2009

9 Customer support 9 wwwnortelcom/callus Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service, go to: wwwnortelcom/erc Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller NN Standard 70 6 November 2009

10 10 Introduction NN Standard 70 6 November 2009

11 Quality Monitoring server maintenance 11 This chapter discusses maintenance-related best practices regarding the Quality Monitoring server This chapter contains the following sections: "Maintenance best practices" (page 11) "Server shutdown order" (page 11) "Services" (page 12) "Services account" (page 13) Maintenance best practices To properly maintain your Quality Monitoring servers and clients machines, you must determine the following information: the operating system update schedule Nortel recommends that you use the update schedule recommended for the operating system database backup schedule follow the backup instructions recommended for the database software you are using machine shut down and restart schedule Nortel recommends that you use the reboot schedule recommended for the operating system ideally, a biweekly reboot schedule ensures the Quality Monitoring services restart often Recommended reboot frequency: Once a month Server shutdown order In a multi-server environment, you should start the servers in the following order after a system shutdown: database server Recorder servers BDR server (if it is separate from the database server) NN Standard 70 6 November 2009

12 12 Quality Monitoring server maintenance reporting server Services The following table shows the Quality Monitoring services that must be running at startup: BDR Server Third Party erecorder Server Quality Monitoring Apache Tomcat Quality Monitoring BDR Service Quality Monitoring Command Service Quality Monitoring Naming Service Quality Monitoring Search Service SQL Server SQL Server Agent Quality Monitoring erecorder Audio Service Quality Monitoring erecorder Service Quality Monitoring erecorder Video Service Typically Quality Monitoring services on a Quality Monitoring server can be set to Automatic startup after you configure dependencies to ensure the recommended startup order is as follows: Database software erecorder service erecorder audio service erecorder video service BDR service ATTENTION The Quality Monitoring services not mentioned in the above list should be configured for automatic startup In some cases, service dependencies configuration does not provide the necessary delays, which results in errors during services startup In such cases customized solutions (such as startup scripts) are required Optionally, you can configure the services to manual startup Service recovery options Quality Monitoring services can be configured with service recovery options set to Restart the Service on the first, second and subsequent failures after 1 minute NN Standard 70 6 November 2009

13 Services account 13 Services user account Initially, all services must be installed and run using a user account with administrator privileges However, many installations prefer not to use an administrator account during the day to day starting and running of Quality Monitoring services After installation, you can configure the services user account to use minimum privileges For more information, see "Services account" (page 13) Services account When you make configuration changes (defining, modifying or removing) in System Administration, you may need to restart the Quality Monitoring services according to the following table Services or applications to restart System administration component or setting Custom Attributes Custom Events CTI Adapters (including the Quality Monitoring Connect Adapter and the AIM Adapter) Data Connections Notifications LAN Data Adapters Switches Trunk Spaces Services or applications to restart Quality Monitoring BDR Service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service NN Standard 70 6 November 2009

14 14 Quality Monitoring server maintenance System administration component or setting Voice Cards Servers Sites Root settings component Client Debug Level Contact Delete Cycle Time Maximum Active Call Count High Volume Storage (any setting) Services or applications to restart Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring Apache Tomcat Quality Monitoring Command Service Quality Monitoring Naming Service Quality Monitoring Search Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring Apache Tomcat Quality Monitoring Command Service Quality Monitoring Naming Service Quality Monitoring Search Service Search and Replay application Quality Monitoring BDR Service Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service NN Standard 70 6 November 2009

15 Quality Monitoring system maintenance 15 This chapter includes the following topics: "Recommendations for data backup" (page 15) "Antivirus software maintenance" (page 15) "Identification of unreferenced and missing files in the database" (page 16) "Clearing the JRE 150_XX cache on the server" (page 17) "Using alternate client JREs" (page 18) "Clearing the Internet Explorer cache" (page 18) Recommendations for data backup For disaster recovery purposes, Nortel recommends that you back up the following data: Software directories: Quality Monitoring and Tomcat directories Quality Monitoring database Call data By default, call data is located on the erecorder in the ecorder/01/data directory When it is not practical to back up the call data because of its size, use a fault tolerant disk drive system instead Antivirus software maintenance The use of antivirus software is supported The Quality Monitoring system does not directly interact with antivirus software It is recommended that running any antivirus software be done either off-hours for the contact center or at low peaks for call volume There is a potential that the antivirus software could impede the performance of the Quality Monitoring system during lengthy scans Care should be taken to see that the running of antivirus software does not create a significant drain on server CPU or disk utilization Customers may experience severe system slowness and delays NN Standard 70 6 November 2009

16 16 Quality Monitoring system maintenance in call recording and playback after any antivirus application has been installed Correctly configuring the list of file types and folders to exclude from antivirus scanning will prevent this issue When deploying Quality Monitoring on a machine that has antivirus software, Verint Systems provides a list of file extensions, files and folders that must not be scanned by antivirus applications on a per server basis You must manually set up the following list of exclusions: *LOG, which includes all log files SQL Server or Oracle Database files and directories (*mdf, *ndf, *ldf) Quality Monitoring directory and all subdirectories on the BDR server Tomcat directory and all subdirectories on the BDR server Import User directory on the BDR server, if applicable ecorder directory on the erecorder servers Customers are responsible for updating and maintaining the list of exclusions defined for the antivirus software for their specific environments Identification of unreferenced and missing files in the database The Resynchronization utility reports orphan and missing files, and deletes found orphan files You can use this utility on SQL and Oracle databases An orphan file is a content file that does not have a reference in the Quality Monitoring database A missing file is a file that has a reference in the Quality Monitoring database but is not physically present on the erecorder server Orphan and missing files can be a result of hardware or software problems on the Quality Monitoring server Deleting unreferenced files in the database If an erecorder server contains orphan files, you can run the Resynchronization utility to delete them and free the hard drive space Procedure steps Step Action 1 Stop all Quality Monitoring services NN Standard 70 6 November 2009

17 Clearing the JRE 150_XX cache on the server 17 ATTENTION All Quality Monitoring services must be stopped before you run this utility The system could be damaged if the utility is started while the erecorder services are running 2 Open a command window on the erecorder server 3 Navigate to the Quality Monitoring directory 4 Type the following command: Resync /d The Resynchronization utility produces a log in the Command window At the end this log, there are statistics and a message indicating that the utility has run successfully, as shown in the following image: 5 To view the log, open the file resync_yyyy_mm_dd_nnnnlog (where yyyy_mm_dd is the current date and nnnn is the log sequence number) End Clearing the JRE 150_XX cache on the server Clear the cache in the following situations: when you update the system with a patch when you upgrade from one version of Quality Monitoring to another, such as version 65 to 70 NN Standard 70 6 November 2009

18 18 Quality Monitoring system maintenance when instructed to clear the cache by Nortel support Procedure steps Step Action 1 Open the Java Plug-in Control Panel by clicking the Java icon in the operating system control panel 2 In the Temporary Internet Files section, click Delete Files 3 On the dialogue, click to select Downloaded Applets, Downloaded Applications, and Other Files, and then click OK 4 Select the Update tab and clear the Check for Updates Automatically check box 5 Select the Security tab and remove any certificates End Using alternate client JREs Before you begin to install and use an alternate release version of the JRE, make sure you are aware of the following points: The JRE version you use on the client workstation does not have to be installed on the server, as long as the JRE install file is in the correct folder on the server If the Supervisor lockdown option has been implemented at your site, please contact technical support for assistance ATTENTION Regardless of which JRE version you choose for the client JRE, all computers must run the same version of the client JRE You cannot use client JRE versions interchangeably For more information, see the Installation Guide (NN ) Clearing the Internet Explorer cache Clear the cache in the following situations: when you update the system with a patch when you upgrade from one version of Quality Monitoring to another, such as version 65 to 70 NN Standard 70 6 November 2009

19 Clearing the Internet Explorer cache 19 when instructed to clear the cache by Nortel support Procedure steps Step Action 1 From the Internet Explorer Tools menu, select Internet Options 2 From the Temporary Internet files section, click Delete Cookies and Delete Files Selecting these two options clears the history from the system 3 Click Settings in the Temporary Internet files section 4 Click View Objects, which opens an Internet Explorer page that has multiple Download Program Files 5 Delete any Java objects that are marked as damaged ATTENTION The first time you access the Quality Monitoring application, it downloads the certificate and displays a Java Plug-in Security Warning 6 If the Java Plug-in Security Warning appears, click Grant Always and the application continues with no further pop-ups End NN Standard 70 6 November 2009

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21 21 SQL database maintenance The Quality Monitoring solution supports SQL databases This chapter provides some guidelines on maintaining a SQL database environment This chapter includes the following topics: "Overview of database backup types" (page 21) "Overview of backup devices" (page 22) "Maintaining database indexes" (page 23) "Creating a maintenance plan for SQL Server 2005" (page 23) "Manual maintenance stored procedures" (page 26) Overview of database backup types Backing up the database is an integral part of the maintenance plan to preserve data in the case of a disaster The frequency of backup operations is determined according to the needs of the business and the supporting hardware There are two backup types performed: Full backup This type of backup stores a full copy of the database on any supported backup media You can perform a full backup without taking the database offline; however, database response time is impacted during the backup process Full backup takes more time to complete than the other backup types, and consumes a large amount of storage space, but it is usually smaller than the database itself Nortel recommends scheduling the full backup to run once a week Differential backup Differential backup records only the data that has changed since the last full backup Differential backups are smaller and faster than full backups, simplifying frequent backups and reducing your risk of data loss Before restoring a differential backup, you must restore its last full backup If you take a series of full differentials for a given base, you only need to restore the base and the most recent differential at restore time NN Standard 70 6 November 2009

22 22 SQL database maintenance We recommend scheduling the differential backup to run daily to minimize the risk of data loss ATTENTION It can be dangerous to set up differential backup on a system with a high volume of contacts recorded and cleaned per day because of the backup file size Before scheduling a database backup, ensure that there is enough disk space to store backup files You can also configure automatic deletion of backup files We recommend ensuring you have enough disk space to store four weeks worth of backup files and configuring automatic deletion to remove all backup files that are more than four weeks old Overview of backup devices The Quality Monitoring solution supports backup to the following device types: disk Disk backup devices are files on hard disk or other disk storage media These devices function the same as regular operating system files You can define disk backup devices on a server s local disk or on the remote disk of a shared network resource If your disk backup device is located on a remote disk on a remote computer, use the path \\Servername\ShareFolder\Filename to specify the location of the file You must grant appropriate permissions to the user account that is used by SQL server to write to the file on the remote computer ATTENTION Use different physical disk locations for the backup device and the database server tape Tape backup devices are used in the same way as disk backup devices, with the following exceptions: You must connect tape devices directly to the computer that is running an instance of SQL Server If the tape device is filled during the backup operation and more data still needs to be written, SQL server prompts you to connect a new tape device and continues the backup operation NN Standard 70 6 November 2009

23 Creating a maintenance plan for SQL Server Maintaining database indexes Database index maintenance includes the following tasks: Rebuild the index Use the DBCC DBREINDEX statement to rebuild all the indexes on all the tables in your database periodically to reduce fragmentation Fragmented data can cause SQL Server to perform unnecessary data reads and degrade system performance DBCC DBREINDEX is an offline operation A shared lock is held on the table while the index is being rebuilt Schedule the DBCC DBREINDEX statement during CPU idle time and slow production periods The option to rebuild the index is scheduled to run weekly Defragment the index Use the DBCC INDEXDEFRAG statement to defragment clustered and secondary indexes of the specified table or view The time required to defragment is related to the level of fragmentation An index that is relatively unfragmented can be defragmented faster than a new index can be rebuilt Similarly, a very fragmented index could take longer to defragment than rebuild DBCC INDEXDEFRAG is an online operation so it does not hold locks long term and thus will not block running queries or updates Whenever possible, use the DBCC INDEXDEFRAG command instead of DBCC DBREINDEX The option to defragment the index is scheduled to run daily Update database statistics The Update statistic task updates information about the distribution of key values for one or more statistics groups in the specified table or indexed view Update statistic is scheduled to run daily and weekly Creating a maintenance plan for SQL Server 2005 The following sections provide maintenance planning information: "Creating the maintenance job" (page 23) "Overview of default maintenance jobs" (page 25) "Activating schedules for maintenance jobs" (page 25) Creating the maintenance job Use the following procedure to create the default maintenance jobs NN Standard 70 6 November 2009

24 24 SQL database maintenance Procedure steps Step Action 1 Ensure that the database is created successfully 2 Open SQL Server Management Studio 3 Select the server on which the database is located 4 If the service is not started, right click SQL Server Agent, and select Start to start the service 5 Copy the following files from database\ms SQL Server\2005 directory of the Quality Monitoring DVD to folder C:\InstallQM_temp\ Maintenance_SPsql Maintenance_Jobssql create_maintenance_jobscmd 6 Open the create_maintenance_jobscmd file 7 Modify the ServerName (current: witness-dba04) 8 Modify the password if necessary 9 Save the changes and close the file 10 Open the Maintenance_SPsql file 11 Modify the path of FullDiskBackup device (Current: \\witness-dba03\backup\fulldiskbackupbak) 12 Modify the path of DiffDiskBackup device (Current: \\witness-dba03\backup\diffdiskbackupbak) 13 Modify the path of DiskBackup device (Current: \\witnessdba03\backup\) ATTENTION The backup device could be a hard disk or tape device If the backup device is a hard disk, back up the files to a different PC than the PC that runs SQL Server to minimize risk of data loss If the backup device is a tape device, ensure that there is sufficient space to store four weeks worth of data Backup files older than four weeks are automatically deleted NN Standard 70 6 November 2009

25 Creating a maintenance plan for SQL Server Save the changes and close the file 15 Run the file create_maintenance_jobscmd to create maintenance jobs 16 Verify that two new maintenance jobs appear in the SQL Server Agent > Jobs folder End Overview of default maintenance jobs The two default maintenance jobs are: Daily maintenance and backups The Witness_Maintenance_Daily job is scheduled to run at midnight everyday By default, this job is disabled at installation time Daily maintenance performs the following jobs: De-fragments the database index Updates the database statistics Performs a differential backup of database Weekly maintenance and backups The Witness_Maintenance_WeekEnd job is scheduled to run at midnight on the Sunday of every week The job is disabled at installation time by default Weekly maintenance does the following jobs: Rebuilds the database index Updates the database statistics Performs a full backup of database Activating schedules for maintenance jobs By default, maintenance jobs are disabled when they are created; use the following procedure to enable them Procedure steps Step Action 1 To activate a maintenance job, right click on the job, and select Enable By default, the maintenance jobs are scheduled to run at 12:00 AM every night for daily maintenance, and at 12:00 PM every Sunday for weekly maintenance NN Standard 70 6 November 2009

26 26 SQL database maintenance 2 To modify the schedule to run at an alternate time, right-click on the job and select Properties 3 In the Schedules section, click Edit 4 In the Job Schedule Properties window, modify the schedule to suit the requirements of your organization 5 Repeat Steps 1 to 4 for each job End Manual maintenance stored procedures After you run the script to create maintenance jobs, the following stored procedures are available: Witness_Maintenance_DefragmentIndexes Witness_Maintenance_ReBuildIndexes Witness_Maintenance_UpdateStatistics You can run these store procedures manually if you do not want to enable the maintenance jobs Witness_Maintenance_DefragmentIndexes Use this stored procedure to defragment indexes To use this stored procedure, run the following statement in the Query Analyzer: exec Witness_Maintenance_DefragmentIndexes database_name Replace database_name with the actual name of your database, such as witness Witness_Maintenance_ReBuildIndexes Use this stored procedure to rebuild indexes To use this stored procedure, run the following statement in the Query Analyzer: exec Witness_Maintenance_ReBuildIndexes database_name Replace database_name with the actual name of your database, such as witness NN Standard 70 6 November 2009

27 Manual maintenance stored procedures 27 Witness_Maintenance_UpdateStatistics ATTENTION This is an online operation so it will affect the performance of your live system Try to schedule this stored procedure during CPU idle time and slow production periods Use this stored procedure to update statistics To use this stored procedure, run the following statement in the Query Analyzer: exec Witness_Maintenance_UpdateStatistics database_name Replace database_name with the actual name of your database, such as witness NN Standard 70 6 November 2009

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30 All Rights Reserved Publication: NN Document status: Standard Document version: 0102 Document date: 6 November 2009 While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED The information and/or products described in this document are subject to change without notice Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks All other trademarks are the property of their respective owners To provide feedback or report a problem with this document, go to wwwnortelcom/documentfeedback