Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise

Transcription

1 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise Release Issue 1 September 2018

2 Contents Chapter 1: Introduction... 8 Purpose... 8 Prerequisites... 8 Chapter 2: Harmony Workforce Optimization overview... 9 Components... 9 Adapters Topology Deployment configurations Signaling events Recording tone Agent profiles Chapter 3: Cisco Unified Contact Center Enterprise UCCE and Harmony Workforce Optimization integration Integration overview Integration scenarios Redundancy and load balancing between UCM SIP trunks Chapter 4: Unified Communication Manager configuration Configuration checklist Configuring SIP UCM Recorder Logging into Unified Cisco Communication Manager Creating recording profile Creating trunk Creating route group Creating route list Creating route pattern Enabling BIB on selected phones Enabling ACR on selected phones Enabling BIB on a single phone Enabling ACR on a single phone Enable Redundancy or Load Balancing between UCM SIP Trunks Enabling SIP options ping feature SIP Options Ping feature in Unified Communication Manager Creating SIP profile with OPTIONS Ping enabled Applying SIP profile and SIP trunk security profile to the SIP trunk Chapter 5: Deployment process Chapter 6: Planning and preconfiguration Planning checklist Configuration information Signaling and Automatic Call Distribution information September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 2

3 Contents Harmony Workforce Optimization installation information Configuration tools and utilities Hardware requirements Software requirements Network requirements Preinstallation checklist Assigning metrics to the Network Interface Cards Registering for PLDS Downloading software from PLDS Installing JTAPI client Chapter 7: Deployment Single box installation Installing Harmony Workforce Optimization Harmony Workforce Optimization multibox installation Installing Harmony Workforce Optimization Chapter 8: Configuration Configure browser settings for SSL Configuring settings for Internet Explorer Configuring settings for Google Chrome Configuring settings for Mozilla Firefox Configure log values Modifying default values for logs Configure SysAdmin Logging on to SysAdmin Importing the license file Configuring AWFOS for hosted or premise deployments Adding tenants Adding tenant details Adding contact details Adding users Configuring license details Mapping assets Adding storage drives Mapping storage drives Viewing tenant summary Modifying tenant status Configure parameters for Unified Contact Center Enterprise UCCE on United Communication Manager Configuring component parameters Performing bulk actions Configure dynamic parameter for Unified Contact Center Enterprise UCCE on Unified Communication Manager Configuring dynamic parameters for the recorder September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 3

4 Contents Configuring cluster for SIP adapter Configuring tenant for SIP adapter Configuring dynamic parameters for adapter Restarting the components Configure the node name for DNS deployments Node name configuration checklist Stopping the Harmony Workforce Optimization components Changing the node name Starting the Harmony Workforce Optimization components Configuring component parameters Restarting the Harmony Workforce Optimization components Install and configure the Screen Capture and Desktop Monitor applications Overview Installing the Screen Capture application Installing Screen Capture and Desktop Monitor applications Screen Capture and Desktop Monitor field descriptions Installing and configuring the Screen Capture application using MSI packager Verifying the Screen Capture application logs Uploading the Screen Capture application logs Verifying the agent login Uninstalling the Screen Capture and Desktop Monitor applications Configuring Screen Capture parameters Configure the Desktop Monitor application Install the Screen Capture application on a terminal service server Installing the Screen Capture application using the command line method Uninstalling the Screen Capture application using the command line method Installing the Screen Capture application using the GUI method Uninstalling the Screen Capture application using the GUI method Limitations Chapter 9: Administration Administration checklist Setting passwords for services.msc components Starting the Harmony Workforce Optimization web application Maintenance Backup and restore Taking a backup of the server data Restoring the data Taking a backup of the database files Restoring the database files Running the installer in maintenance mode Server maintenance activities Database maintenance activities Component maintenance activities September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 4

5 Contents Infrastructure maintenance activities Server restart maintenance activities Certificate management Replacing self-signed certificates with CA-signed SSL certificates Chapter 10: Postinstallation verification System verification checklist Starting the SysAdmin service Logging on to SysAdmin Starting the web application service Logging on to Harmony Workforce Optimization Verifying Harmony Workforce Optimization service logs Component log verification Log Manager log messages Media Manager log messages Messaging log messages Process Checklist log messages Packet Sniffer log messages Recorder log messages Chapter 11: Post configuration verification Checklist SIP adapter log verification Cisco adapter log verification Recorder log verification Chapter 12: High Availability and Redundancy implementation High availability and redundancy Configuring database redundancy Creating the Windows 2012 cluster Installing and configuring SQL Server 2016 basic availability group Configuring web application server redundancy Configure the first instance of the web application on a server Configure the second instance of the web application on the same server Configuring the Apache load balancer Starting the Harmony Workforce Optimization components Configuring High Availability Configuring recorder redundancy Overview Configuring Recorder parameters for high availability Configuring Messaging parameters for high availability Configuring dynamic parameters for the recorder Dynamic recorder parameter configuration values for high availability Configuring screen capture redundancy High Availability support for the Screen Capture application Configuring high availability for Screen Capture September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 5

6 Contents Starting the Screen Capture service Chapter 13: Load balancing implementation Overview Configuring load balancing parameters for Recorder Configuring dynamic parameters for the recorder Dynamic recorder parameter configuration values for load balancing Configuring load balancing parameters for SIP adapter Configuring load balancing parameters for Cisco adapter Chapter 14: Troubleshooting s are not delivered to recipients Interaction playback fails Failed to join the instance NODE2 to the availability group AG Interaction playback issues Unable to view components in SysAdmin when installing through maintenance mode Services disappear from Windows console when Harmony Workforce Optimization installer is run and closed in maintenance mode Install or upgrade program fails Chapter 15: Resources Documentation Support Appendix A: Parameter descriptions Component parameter descriptions Log Manager parameters Process checklist parameters Packet Sniffer parameters System Administration parameters Analytics parameters Webapp parameters Adapter parameter descriptions SIP adapter parameters Cisco adapter parameters Recorder parameters Messaging parameters Media manager parameters Appendix B: IP address update process Overview Updating database server IP address Running scripts on the hosted database Running scripts on the tenant database Updating web server IP address Updating Apache server IP address Updating IP address for components Parameter configuration for IP address update September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 6

7 Contents Updating dynamic parameters for components Dynamic parameter configuration for IP address update Updating IP address of the Screen Capture application Changing the host data IP address Updating IP address for Harmony Workforce Optimization September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 7

8 Chapter 1: Introduction Purpose This document contains the checklist and procedures for the installation, configuration, initial administration, and basic maintenance of Harmony Workforce Optimization on Unified Contact Center Enterprise UCCE and Unified Communications Manager (UCM). Prerequisites Before deploying Harmony Workforce Optimization, ensure that you have the following knowledge, skills, and tools: Knowledge Skills Tools Spanning or Port Mirroring Telephony Platforms such as Unified Communication Manager Automatic Call Distribution such as Unified Contact Center Enterprise UCCE. How to execute SQL scripts and queries. How to validate logs. How to run switch commands for spanning or port mirroring. Wireshark Notepad ++ MIB Browser September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 8

9 Chapter 2: Harmony Workforce Optimization overview Harmony Workforce Optimization is a web-based suite of tightly integrated tools, designed to enhance and improve all aspects of your contact center operations and performance. The solution is easy to implement, maintain, and manage in a variety of contact center deployment models from centralized contact centers to distributed branches and work-at-home agents. Harmony Workforce Optimization offers contact centers the ultimate workforce optimization functionality and flexibility. It is a comprehensive solution that provides contact center staff and businesses with scalable applications that synchronize and unify the entire workforce, regardless of VoIP architecture. Harmony Workforce Optimization has sophisticated yet easy-to-use monitoring, recording, quality assurance, reporting, and analytic features. It provides contact center management and agents alike with all the tools necessary to effectively manage the entire agent life cycle process. Components Name Log Manager Media Manager Description Collects and zips log data into a single zip file to debug issues and fetches packet dumps from the Packet Sniffer component. You can configure the period for which you want to maintain the zipped files. Manages media files for conversion, encryption, storage, video generation, download, and compression. Media manager comprises of the following components: Converter: Retrieves audio recordings that are in G.711, G722, and G.729 codec from storage and converts them to browser media player-friendly formats such as WAV/MP4/M4a. The conversion is done based on the call codec or mixed codec call recorded. Encryption Decryption (ED) Service: Encrypts and decrypts recorded calls. Recorder sends a message to ED Service to encrypt and move the call to local storage. From the 256 bit keys, ED Service randomly selects one key and encrypts the call. The pass phrases used for generating the keys are stored in an Table continues September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 9

10 Harmony Workforce Optimization overview Name Description encrypted format in the database. ED Service zips the fwd, bwd, and inf files into one compressed file and screens into another compressed file. Then ED Service encrypts these compressed files. Storage Manager: Archives, copies, moves, compress, and deletes calls and screens across physical locations. You can define storage rules as per your requirements. For example, you can specify retention periods, storage locations, clients, sites, groups, employees, ANI number, DNIS number, call duration, and call hold duration. Video Generator: Processes requests to download calls with screens in MP4 and M4a (only audio without screens) format. The component checks for requests in the database, processes the same by mixing both audio and video files, and then saves them for download in MP4 format. G729 Compressor: Retrieves G.711 and G.722 calls from storage and compresses them to G.729 format to reduce storage size. External Call Playback: Converts the external calls in the following formats to PCM Wav file for call playback in Harmony Workforce Optimization - Wav-G711 u law stereo and mono - Wav-G711 a law stereo and mono - Wav-G726 mono and stereo - Wav-G729 mono and stereo - Mp4 h264 mono and stereo - M4a AAC mono and stereo Messaging Acts like a proxy between the Recorder and Screen component. The Recorder directly interacts with the Messaging component which in turn checks for bandwidth availability and accordingly processes screen requests. Integrates with Customer Relationship Management (CRM) applications to receive different types of HTTP events. The component captures additional customer information such as Credit Card details and passes the information to the Recorder for processing. Enables provisioning synchronization of agents and supervisors in Harmony Workforce Optimization. Process Checklist Monitors all components and checks if the processes are running. Process Checklist sends appropriate alerts and restarts the services that are not running. Table continues September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 10

11 Adapters Name Packet Sniffer Recorder Web Application SysAdmin Screen Capture Adapters Description Sniffs Network Interface Card (NIC) data and saves them as files for debugging. Packet sniffer writes all the received packets into local files along with a timestamp. You can limit the storage consumed by specifying the file size and the number of files before wrapping. You can also upload the sniffed packets to a central location. Records interactions based on events received from RTP and CTI information and chat, , and SMS based on events received from CTI information. The recorder uses adapters to receive signaling and media from phones. The recorder receives Automatic Call Distribution (ACD) information from other Harmony Workforce Optimization components. Provides an interface that allows users to monitor live interactions, playback recorded interactions, perform quality evaluations on agent interactions, and supports quiz, coaching, and report functionalities. Provides an interface to manage tenants, configure parameter values for components and adapters, and monitor alerts. Runs on Agent desktop and captures screens during an interaction. Screens are uploaded to the server and tagged to an interaction. Connects to Automatic Call Distributors and PBXs to provide voice streams, call signaling, dialer, agent information, chat, , and SMS. Different adapters are used in the respective Harmony Workforce Optimization deployment configurations. The Harmony Workforce Optimization Recorder receives data from the adapters and annotates the interaction entries in the database along with the metadata. Adapters Adapters connect to Automatic Call Distributors and PBXs to provide voice streams, call signaling, dialer, and agent information. Cisco adapter SIP adapter Description Used to connect to Unified Contact Center Enterprise server to receive voice streams and send voice streams to the Recorder. Used to connect to Unified Contact Center Enterprise server to send call signalling and agent information to the Recorder. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 11

12 Harmony Workforce Optimization overview Topology The following diagram shows the high-level topology for deploying Harmony Workforce Optimization: Deployment configurations Harmony Workforce Optimization supports the following deployment models: Single site, single server Single site, multiple servers Multiple sites, multiple servers Harmony Workforce Optimization scales from single site environments to distributed multisite enterprises. Harmony Workforce Optimization also supports multiple accounts across multiple site configuration models where recorded interactions are stored at individual sites or a central repository. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 12

13 Signaling events Single Site, Single Server In a single site deployment model, all users are located within the same physical location. A typical single site, single server deployment implements all the necessary components such as storage, database, application, and recording servers using one server. This deployment is cost-effective for organizations with limited hardware budgets. The single site, single server deployment contains a single server where all necessary components are installed. Components for recording, monitoring, web application, database, storage, and reporting are all plugged into the network s data switch. Voice traffic is captured in the server through port spanning and switch configuration. You can capture interactions between agents and customers. If needed, you can also monitor agent-to-agent conversations by spanning each individual agent phone to Harmony Workforce Optimization. Single Site, Multiple Servers A single site, multiserver deployment can accommodate as many users as required by distributing the server components across multiple physical servers. Typically, separate physical servers exist for the application, database, and recording components. In a single site, multiple servers deployment model, the Harmony Workforce Optimization server is linked to the data switch of the network through the Voice NIC configured on the server. The switch is configured to copy all voice traffic to the Harmony Workforce Optimization server through the use of port spanning. Multiple Sites, Multiple Servers In a multiple sites, multiple servers deployment model: Agents are spread across multiple geographical locations. Multiple instances of recording, monitoring, and storage services are installed to scale to handle larger number of agents. Only one instance of the web application and database is installed. All the services are split and deployed across multiple physical server spread across multiple geographical locations. The number of agents that a multisite environment can handle depends on the underlying network infrastructure such as routers used and available bandwidth. Signaling events Harmony Workforce Optimization supports different environments for recording interactions. However, the primary requirement for any environment is to capture signaling events. You can successfully trace every interaction if you capture the following signaling events: Call signaling events for voice transactions Media stream events Automatic Call Distribution (ACD) signaling and external call variables to tag interaction to agents as per business rules September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 13

14 Harmony Workforce Optimization overview Call signaling for voice Call signaling triggers the following events: Offhook event gets triggered when the phone goes off hook and a dial tone is heard. Connected event gets triggered when the call is answered. Hold event gets triggered when the agent puts the call on hold. Resume event gets triggered when the agent resumes the on-hold call. Onhook event gets triggered when the receiver is put down or when the call ends. Transfer Info event gets triggered when the agent does a blind or consultation transfer to a supervisor or another agent. The recorder receives the event from the adapter. Conference Info event gets triggered when the agent starts a conference between a customer and a supervisor or another agent. The recorder receives the event from the adapter. RTP Started Info event provides information about the IP address and ports of the local and remote phones to the recorder. Phone extension information is sent to the recorder by adapter to provide IP phone extension mapping. Call information is sent to the recorder by adapter to provide called party, calling party, and call direction. Voice stream information is sent to the recorder by adapter to provide media end point information. SNMP events for getting IP address in SPAN based recording. ACD signaling and external call variables The Harmony Workforce Optimization recorder needs the agent information and external call variables to tag an interaction with the agent who is handling the interaction. The recorder tags each interaction with the business data that the agent enters in the desktop tools for each interaction. Agent login, agent logout, ACD information or extended call info, and wrapup data are the events that the recorder tags. Passive recording Passive recording is a recording method used for IP recording deployments to capture voice transmission or RTP through a network spanning configuration also known as port mirroring. The call events and RTP stream are mirrored directly to the recording server. However, the network switch must support port mirroring capabilities. There are no additional PBX licenses required. IP recording or passive recording cannot be used for analog or digital extension. Harmony Workforce Optimization recorder uses SPAN to get voice and adapter to get call signaling and agent information. Active recording Active recording, also known as Conference Mode Recording, conferences the agent call to the recording server. The recording system captures voice transmission by integrating with specific PBX models. You might need to get additional PBX licenses. Active recording does not require port mirroring and supports end points such as analog or digital. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 14

15 Recording tone Harmony Workforce Optimization uses PBX to get voice streams and passes the voice streams to the recorder for recording an interaction. Harmony Workforce Optimization uses adapter to get agent information and call signaling. Harmony Workforce Optimization allows call recording for Digital or Analog stations. Recording tone Recording tone is a feature that inserts a tone in the audio stream to indicate that a call is being recorded. Harmony Workforce Optimization supports the recording tone feature for Unified Contact Center Enterprise on Unified Communications Manager active recording deployments. Agent profiles Based on the signaling event, the recorder tags an interaction with the agent ID or extension. Skill calls are assigned to an agent ID, whereas extension or directory number (DN) calls are assigned to an extension. When an agent takes a call by logging into the phone, the call gets assigned to the agent ID. If an agent takes calls on an extension or DN without logging into the phone, the call gets assigned to the extension. If an agent profile is configured for 100% recording and if the extension or DN is configured for on demand segment recording, then the agent profile takes priority. However, if the agent has not logged in to the phone or if the agent profile is configured for fixed seating, then the extension or DN takes priority. You can configure agent profiles for fixed seating and free seating in Harmony Workforce Optimization. Fixed Seating In a fixed seating environment, an agent is allocated an extension. The agent can log in to only that extension with the individual agent ID. To implement fixed seating in Harmony Workforce Optimization, the Recording Settings for an employee profile must have the extension or DN. Free Seating In a free seating environment, an agent can log in to any extension using the individual agent ID. To implement free seating in Harmony Workforce Optimization, you must configure two employee profiles and the Recording Settings must specify the following: The agent ID in one of the employee profiles The extension or DN in the other employee profile September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 15

16 Chapter 3: Cisco Unified Contact Center Enterprise UCCE and Harmony Workforce Optimization integration Cisco Unified Contact Center Enterprise UCCE delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. Harmony Workforce Optimization integration with Cisco is full featured and supports Cisco UCCE. The recording architecture can support up to 750 (G729) and 450 (G711/G722) concurrent calls on a standalone recording server and thousands of users in multi-server environments. Organizations can also set up custom recording rules to accommodate shift-based, ANI-based, call type-based, or agent-based. Cisco Unified Communications Manager (UCM) is an IP-based communications system integrating voice, video, data, and mobility products and applications. It enables more effective, secure communications and can transform the way in which we communicate. Note: Unified Contact Center Enterprise UCCE on UCM deployments do not support SRTP. Integration overview Harmony Workforce Optimization supports integration with Unified Contact Center Enterprise UCCE on Unified Communications Manager UCM for the following deployments: UCCE on UCM active recording UCCE on UCM passive recording Agent and extension based active recording The Harmony Workforce Optimization Recorder uses SIP adapter to get voice and Cisco adapter to get call signaling information, agent information and business data. The Cisco adapter filters the September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 16

17 Integration overview events received from the UCCE server and sends the required set of events to the Recorder in a format that the Recorder understands. SIP adapter sends requests to UCM for RTP information. The Cisco UCM uses Java Telephony Application Interface (JTAPI) to receive telephony device state events from Cisco TAPI TSP. The audio is then redirected from the device s Built-in-Bridge or Cisco Unified Border Element to the Harmony Workforce Optimization call recording application via a SIP trunk. The call comes from the PSTN to Cisco UCM. The CiscoUCM routes the call to Cisco UCCE. The Cisco UCCE queues the call to the respective skill. After an agent is available for that skill, the call is routed to the agent. The agent receives a call on the UCCE agent UI and on its corresponding deskphone registered with UCM. The call traverses through a layer 2 switch to the IP phones. The Cisco UCCE sends the Automatic Call Distribution (ACD) related information and agent login and logout information to the Harmony Workforce Optimization Recorder through Cisco adapter. Call signaling-related information is sent by UCM to Harmony Workforce Optimization Recorder using the Cisco adapter. For active recording, you must: Connect the recorder to a Cisco adapter and SIP adapter. Configure parameters for call signalling, agent information, and business variables in Cisco adapter. Configure parameters for voice stream in SIP adapter. Agent and extension based passive recording The Harmony Workforce Optimization Recorder uses SPAN to get voice and Cisco adapter to get call signaling information, agent information and business data. The Cisco adapter filters the events received from the UCCE server and sends the required set of events to the Recorder in a format that the Recorder understands. One or more CTI clients exchange information with a UCCE system. The call comes from the PSTN to Cisco UCM. The Cisco UCM routes the call to Cisco UCCE. The Cisco UCCE queues the call to the respective skill. After an agent is available for that skill, the call is routed to the agent. The agent receives a call on the UCCE agent UI and on its corresponding deskphone registered with UCM. The call traverses through a layer 2 switch to the IP phones. The Cisco UCCE sends the Automatic Call Distribution (ACD) related information and agent login and logout information to the Harmony Workforce Optimization Recorder through Cisco adapter. Call signaling-related information is sent by UCM to Harmony Workforce Optimization Recorder using the Cisco adapter. For passive recording, you must: Connect the recorder to a Cisco adapter. Configure parameters for call signalling, agent information, and business data in Cisco adapter. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 17

18 Cisco Unified Contact Center Enterprise UCCE and Harmony Workforce Optimization integration Integration scenarios Deployments Automatic Call Distributor Recording type Voice stream events Call signaling UCCE on UCM UCM Active SIP adapter Cisco adapter Passive SPAN Cisco adapter Agent login information Cisco adapter Cisco adapter Business call variables Cisco adapter Cisco adapter Redundancy and load balancing between UCM SIP trunks The primary advantage of distributed trunking is inherent redundancy and load distribution. To achieve redundancy and load balancing between UCM SIP trunks, ensure you perform the following tasks: Create two recording profiles, primary and secondary, with different destination addresses. Create two SIP trunks, route groups, route lists; one as primary and the other as secondary. Add the SIP trunks to the route groups. Add the primary SIP trunk to the primary route group and the secondary SIP trunk to the secondary route group. Ensure each route group has only one SIP trunk. Assign each SIP trunk with the SIP adapter application machine IP address. Add both the (primary and secondary) route groups to both the route lists. When you add the primary and secondary route groups to the primary route list, the order must have the primary route group first and the secondary route group next However, when you add the primary and secondary route group to the secondary route list, the order must have the secondary route group first and the primary route group next. Note: If only redundancy is required, do not create the second route list. However, ensure you add both the route groups to the route list. Add the route lists to the route patterns. Add the primary route list to the primary route pattern and the secondary route list to the secondary route pattern. Ensure each route pattern has only one route list. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 18

19 Chapter 4: Unified Communication Manager configuration Configuration checklist No. Task Reference Notes 1 Configure SIP Unified Communications Manager (UCM) Recorder using the following tasks: Create recording profile. Create trunk. Create route group. Create route list. Create route pattern. Enable built-in-bridge on selected phones. Enable ACR on selected phones. Enable built-in-bridge on single phones Enable ACR on single phone. Enable redundancy and load balancing between UCM SIP trunks. See: Creating recording profile on page 20 Creating trunk on page 21 Creating route group on page 21 Creating route list on page 22 Creating route pattern on page 22 Enabling BIB on selected phones on page 23 Enabling ACR on selected phones on page 23 Enabling BIB on a single phone on page 23 Enabling ACR on a single phone on page 24 Enable Redundancy or Load Balancing between UCM SIP Trunks on page 24 Table continues September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 19

20 Unified Communication Manager configuration No. Task Reference Notes 2 Enable SIP Options Ping feature. 3 Span the traffic between the PBX or Media Server and phones. Connect the traffic to one of the NIC cards in promiscuous mode on the recording server. Configuring SIP UCM Recorder Logging into Unified Cisco Communication Manager 1. Open the Unified Cisco Communication Manager interface in a web browser. 2. Accept the Certificate. 3. Log in the system using the username and password. Creating recording profile 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Device > Device Settings > Recording Profile. 3. Click Add New to create a new recording profile and do the following: a. Enter a name for the recording profile. b. Select a Recording Calling Search Space that matches with the Cisco IP Phone DN on which the BIB and ACR are enabled. c. Enter a Recording Destination Address. For example, or Click Save to save the recording profile. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 20

21 Configuring SIP UCM Recorder Creating trunk 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Device > Trunk > Add New. 3. On the Trunk Configuration page, in the Trunk Information section, configure the following: a. For Trunk Type, select SIP Trunk. b. The Device Protocol is auto populated to SIP with the Trunk Type selection. c. Leave the Trunk Service Type to None (Default). 4. Click Next. 5. In the Device Information section, configure the following fields: a. For Device Name, type the name of the device. b. Foe Device Pool, select the required device pool. 6. In the Inbound Calls section, select the Calling Search Space that matches with the Recording Profile you created earlier. 7. In the SIP Information section, configure the following: a. For Destination Address, type the IP address of the recording server. b. For Destination Port, type Click Save to save the Trunk configuration. Creating route group 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Call Routing > Route/Hunt > Route Group. 3. Click Add New to create a new route group. 4. On the Route Group Configuration page, in the Route Group Information section, configure the following: a. Type a Route Group Name. b. Select the Distribution Algorithm. 5. In the Route Group Member Information section, configure the following: Select the SIP trunks from the Available Devices and add to Current Route Group Members by clicking Add to Route Group. The SIP trunks you added are displayed in the Selected Devices field. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 21

22 Unified Communication Manager configuration 6. Click Reverse Order of Selected Devices to reorder the SIP Trunks based on your requirement. 7. Click Save. Creating route list 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Call Routing > Route/Hunt > Route List > Add New. 3. For the Name field, type a name for the route list. 4. For the Description field, type a description for the route list. 5. For the Cisco Unified Communications Manager Group field, select Default. 6. Click Save. The Route List Member Information section appears. 7. Click Enable this Route List (change effective on Save; no reset required). 8. In the Route List Member Information section, click Add Route Group. The Route List Detail Configuration page appears. 9. Select the desired Route Group from the Route Name drop-down list. 10. Click Save. Creating route pattern 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Call Routing > Route/Hunt > Route pattern > Add New. 3. Configure the same route pattern that you gave in Recording Profile > Recording Destination field while creating the recording profile. 4. Select an appropriate Route Partition. 5. Enter a description for the route pattern. 6. In the Gateway/Route List drop-down, select the SIP trunk that you configured earlier. 7. For the Route Option field, select Route this pattern. 8. Click Save. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 22

23 Configuring SIP UCM Recorder Enabling BIB on selected phones 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Bulk Administration > Phone > Update Phones > Query. 3. Filter your search criteria by Device Name and click Find. 4. Select the phone records for which you want to enable BIB and then, click Next. 5. In the Device Information section, set Built in Bridge to On. 6. In the Job Information section, select any one of the following options: Run Immediately Run Later 7. Click Submit to save the changes. Enabling ACR on selected phones 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Bulk Administration > Phones > Add/Update Lines > Update Lines. 3. Filter your search criteria based on the Directory Number and click Find. 4. Select the phone Directory Number records for which you want to enable ACR and then, click Next. 5. In the Line null on Device null section, configure the following: a. For the Recording Option field, select Automatic Call Recording Enabled. b. For the Recording Profile filed, select the recording profile you created earlier. 6. In the Job Information section, select any one of the following options: Run Immediately Run Later 7. Click Submit to save the changes. Enabling BIB on a single phone 1. Log in to the Unified Cisco Communication Manager interface. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 23

24 Unified Communication Manager configuration 2. Navigate to Device > Phone. 3. Filter your search criteria based on Directory Number and click Find. 4. Click on the Device Name to go to the Phone Configuration page. 5. In the Device Information section, set Built in Bridge to On. 6. Click Save. 7. Click Reset. Enabling ACR on a single phone 1. Log in to the Unified Cisco Communication Manager interface. 2. Navigate to Device > Phone. 3. Filter your search criteria based on Directory Number and click Find. 4. Click on the Device Name to go to the Phone Configuration page. 5. In the Association section on the left pane, click on the directory number link. 6. In the Line (x) on Device (x) section, configure the following: a. For the Recording Option field, select Automatic Call Recording Enabled. b. For the Recording Profile filed, select the recording profile you created earlier. 7. Click Save. 8. Click Reset. Enable Redundancy or Load Balancing between UCM SIP Trunks 1. Log in to the Unified Cisco Communication Manager interface. 2. Create two recording profiles primary and secondary with different destination addresses. 3. Create two SIP Trunks, Route Groups and Route Lists as primary and secondary. While adding trunks to the route groups, add the primary SIP Trunk to the primary Route Group and secondary SIP Trunk to the secondary Route Group such that each route group has only one SIP trunk. Each SIP Trunk is assigned with a UCM Recorder application machine IP. While adding route groups to the route lists, add both the route groups to both the route lists but in reverse order. Suppose, you have added both route groups to primary route list in order like first one to be primary route group and next one to be secondary route group. The secondary route list must have reverse order like first one to be secondary route group September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 24

25 Enabling SIP options ping feature and next one to be primary route group. This must be done if redundancy and load balancing is required. Note: If only Redundancy is required, do not create the second route list. But you need to add both the route groups to the first route list as specified earlier.. 4. Configuring the Route lists in the Route pattern similarlt. Each route pattern allows only one route lists. Enabling SIP options ping feature SIP Options Ping feature in Unified Communication Manager The Cisco Unified Communication Manager (CUCM) 8.5 version onwards support the SIP OPTIONS Ping feature. This feature is introduced to allow quick fail over and the status report OPTIONS message is sent to the remote destination peer periodically. Response from the remote destination peer decides if new INVITE is sent to it In SIP Profile. Enabling the SIP OPTIONS Ping feature is recommended for all SIP trunks because it allows UCM to track trunk state dynamically rather than determining trunk destination state on a per-node, per-call, and time-out basis. Only SIP trunk with default type as None(default), supports this feature The SIP OPTIONS Ping feature can be enabled on the SIP Profile associated with a SIP trunk to dynamically track the state of the trunk's destination(s). When this feature is enabled, each node running the trunk's SIP daemon periodically sends an OPTIONS Request to each of the trunk's destination IP addresses to determine if the request has reached the destination and sends calls only to reachable nodes. A destination address is considered to be out of service if the destination address: Fails to respond to an OPTIONS Request. Sends a Service Unavailable (503) response or Request Timeout (408) response. A TCP connection cannot be established The overall trunk state is considered to be in service when at least one node receives a response (other than a 408 or 503) from at least one destination address. SIP trunk nodes can send OPTIONS Requests to the trunk's configured destination IP addresses or to the resolved IP addresses of the trunk's DNS SRV entry. With SIP OPTIONS Ping feature enabled, the UCM periodically sends SIP OPTIONS to every remote destination peer, to detect its availability. If the remote destination peer is unavailable (no response or it responds 408 Request Timeout or 503 Service Unavailable ), UCM will mark this peer as unavailable. If the remote destination peer is available (any other responses rather than 503 or 408 ), the UCM marks this peer as available. The UCM sends a new INVITE only to the available remote destination peers. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 25

26 Unified Communication Manager configuration Creating SIP profile with OPTIONS Ping enabled 1. Log in to the Cisco Unified Communication Manager interface. 2. Navigate to Device > Device Settings > SIP Profile > Add New. 3. On the SIP Profile Configuration page, in the SIP Profile Information section, configure the following: a. For Name, type Standard SIP Profile OPTIONS PING ENABLED. b. For Description, type SIP Profile OPTIONS PING ENABLED. c. For Default MTP Telephony Event Payload Type, type 101. d. Foe Resource Priority Namespace List, select None. e. Foe Early Offer for G.Clear Calls*, select Disabled. 4. On the SIP Profile Configuration page, in the SIP OPTIONS Ping section, configure the following: a. Select the Enable OPTIONS Ping to monitor destination status for Trunks with Service Type None (Default) * check box. b. For Ping Interval for In-service and Partially In-service Trunks (seconds)*, type 60. c. For Ping Interval for Out-of-service Trunks (seconds)*, type 120. d. For Ping Retry Timer (milliseconds)*, type 500. e. Foe Ping Retry Count*, type Click Save to save the SIP profile. 6. Navigate to Device > Trunk. 7. Click Find to view the list of trunks you configured for the recording devices. 8. Click on the name of the SIP trunk to modify the SIP profile. 9. In the SIP Information section, configure the following: a. For Destination Address, configure the failover recorder server IP address. The Unified Communication Manager sends INVITE messages to the respective recorder server when the status is UP. b. For the SIP Profile option, click Standard SIP Profile (with Option Ping). 10. Click Save to save the trunk configuration. 11. Click Reset to reset the trunk. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 26

27 Enabling SIP options ping feature Applying SIP profile and SIP trunk security profile to the SIP trunk 1. Log in to the Cisco Unified Communication Manager interface. 2. Navigate to Device > Trunk. 3. Click Find to view the list of trunks you configured for the recording devices. 4. Click on the name of the SIP trunk to modify the SIP profile. 5. In the SIP Information section, configure the following: a. For Destination Address, configure the failover recorder server IP address. The Unified Communication Manager sends INVITE messages to the respective recorder server when the status is UP. b. For the SIP Trunk Security Profile option, click Secure SIP Trunk Profile. c. For the SIP Profile option, click Standard SIP Profile (with Option Ping). 6. Click Save to save the trunk configuration. 7. Click Reset to reset the trunk. September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 27

28 Chapter 5: Deployment process The following image shows the high-level tasks for deploying Harmony Workforce Optimization: September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 28

29 Chapter 6: Planning and preconfiguration Planning checklist No. Task Reference Notes 1 Download the required documentation. See Documentation on page Gather configuration information. See Harmony Workforce Optimization installation information on page Plan for site preparation. See Preinstallation checklist on page 42. Configuration information Signaling and Automatic Call Distribution information To maintain a record of the Harmony Workforce Optimization configuration information, take a printout of the following table and work with your network administrator to fill the empty cells: Signalling for Unified Communications Manager (UCM) Name Value Description UCM Hostname UCM Username UCM Password The hostname of the server where the UCM is installed. The UCM username. The UCM password. Automatic Call Distribution (ACD) for Unified Contact Center Enterprise UCCE Name Value Description CTI Hostname CTI Port The name of the UCCE server. The port number of the UCCE server. The default port number is September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 29

30 Planning and preconfiguration Harmony Workforce Optimization installation information To maintain a record of the Harmony Workforce Optimization installation information, take a printout of the following table and work with your network administrator to fill the empty cells: Web server details Name Value Description Server IP address Server Hostname Harmony Workforce Optimization Operating System Domain/Login Harmony Workforce Optimization Operating System Password Harmony Workforce Optimization Services Account Domain/Login Concurrent web logins SMTP Server IP address or Hostname Default Sender Address Default Sender Name SysAdmin server details Name Value Description SMTP Server IP address or Hostname SMTP port Default Sender Address The IP address of the server where Harmony Workforce Optimization is installed. The hostname of the server where Harmony Workforce Optimization is installed. The login credentials of the user who has administrator privileges on the server where Harmony Workforce Optimization is installed. The password of the user who has administrator privileges on the server where Harmony Workforce Optimization is installed. The username of the user whose default sender address is configured. The number of web nodes required to be installed depends on the number of concurrent user logins. The maximum number of concurrent users for a web node is 40. The IP address or the hostname of the exchange server. The default sender address that is used to send s related to alerts and notifications triggered by the web application and Harmony Workforce Optimization components. The name of the user that appears in the From list of the . The IP address or the hostname of the exchange server. The SMTP port number. The default sender address that is used to send s related to alerts and notifications triggered by the web application and Harmony Workforce Optimization components. Table continues September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 30

31 Configuration information Name Value Description Default Sender Name SNMP Server IP address or Hostname SNMP port The name of the user that appears in the From list of the . The IP address or the hostname of the system where MIB browser is installed to get SNMP traps. The IP address is configured as NMS server IP address in SysAdmin. The NMS server port number. Username admin The default username to log in to the SysAdmin application. Password The default password to log in to the SysAdmin application. Database server details Name Value Description Database Name Database Server IP address or Hostname Database User ID Database Password Authentication mode Recording server details Name Value Description Server IP address Server Hostname Harmony Workforce Optimization Recorder Operating System Domain/Login The name of the database that points to the Web application and Harmony Workforce Optimization components. The IP address or hostname of the server where the database is installed. The user ID of the database to connect to the SQL server. You can only use sa as the user ID. The password of the database to connect to SQL server. You can configure a password as suggested by the customer. The type of authentication modes. You can choose either: Windows: The windows authentication credentials of the user to install the database. SQL: The option to connect to the database or login as the database administrator using sa credentials. The IP address of the server where recorder is installed. The hostname of the server where recorder is installed. The login credentials of the user who has administrator privileges on the server where recorder is installed. Table continues September 2018 Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise 31