Nortel Quality Monitoring User Import Guide

Transcription

1 NN Nortel Quality Monitoring User Import Guide Product release 6.5 and 7.0 Standard November 2009

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3 Nortel Quality Monitoring User Import Guide Publication number: NN Product release: 6.5 and 7.0 Document release: Standard Date: November 2009 Copyright Nortel Networks. 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.

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5 Contents Getting Started 7 About this guide How to get help Product Overview 11 Overview Functionality/Flow Security Server Options Execution Options Rules for Managing User Data Reporting Logging Installation 21 System requirements Prerequisites Installing the Quality Monitoring User Import Tool Post-installation instructions Configuration 29 Configuring User Import Identifying Attributes Unique Identifiers Custom Fields Updates 41 Updating Data Managing Users Adding users Updating Users Making a user inactive Managing Passwords Third-Party Tools 49 Installing Sun Java JDK 1.4.2_15 or 1.5.0_ Troubleshooting 51 Database Connectivity Not established Database Error during population Failure to load the staging data Failure to load PERSON data User Import Guide v

6 Contents Standard Glossary 57 vi Nortel Quality Monitoring

7 Chapter 1 Getting Started In this chapter About this guide 8 How to get help 9 User Import Guide 7

8 Getting Started Standard About this guide The Nortel Quality Monitoring User Import Guide is used to configure and import user data from a database maintained outside of Quality Monitoring and integrate that data into Quality Monitoring. The Quality Monitoring User Import Tool is provided on the Quality Monitoring DVD in a folder called Data Migration Tools. Intended audience This guide is designed to be used by: Business administrators typically manage business rules, perform management level reporting and analysis, are responsible for ensuring that systems support workflow processes and vice versa. System administrators have an IT background or skill set and typically manage the day-today operational aspects of the solution including device configuration, user administration, security access, server performance, and general system health checks. Supervisors are typically heavy users of the application. They manage lessons, review, and generate reports on training activity, and set up automatic notifications to employees regarding training activity. 8 Nortel Quality Monitoring

9 November 2009 Getting Started How to get help 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 the latest updates to the Nortel Contact Recording and Quality Monitoring documentation, go to and navigate to the Contact Recording suite. 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 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: User Import Guide 9

10 Getting Started Standard 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 Chapter 2 Product Overview In this chapter Overview 12 Security 14 Server Options 15 Execution Options 16 Rules for Managing User Data 17 Reporting 18 Logging 20 User Import Guide 11

12 Product Overview Standard Overview The Nortel Quality Monitoring User Import Tool is a complementary utility that integrates with Nortel Quality Monitoring. This utility enables you to import user data from an external source to populate your Quality Monitoring user hierarchy, saving you time and decreasing the risk for errors when typing all the data yourself. With the Nortel Quality Monitoring User Import Tool, you can perform the following tasks: Configure target data parameters Import text files to load new user data Import text files to update user data View file audit reports for each import 12 Nortel Quality Monitoring

13 November 2009 Product Overview Functionality/Flow User Import Guide 13

14 Product Overview Standard Security As system administrators are the sole owners of the Nortel Quality Monitoring User Import utility, no logon or password is required to perform any function. Thus, it is very important that only persons with system administrator authority are granted access to this utility. 14 Nortel Quality Monitoring

15 November 2009 Product Overview Server Options The Nortel Quality Monitoring User Import Tool enables you to migrate data between source file and target databases located on the same or a separate physical server. User Import Guide 15

16 Product Overview Standard Execution Options You can request data import in one of the following two ways. Run in Applications Mode You can select the file from any drive/directory to which you have access. The folder where you selected the file and the file name are saved in the configuration file. When you open Quality Monitoring User Import, the appropriate fields automatically populate these values. Run in Silent Mode You can run the import process (import user data), using command line arguments and enabling silent mode, such as: runimportuser_command_line.bat. If you run the utility from the command line, you can enable the options of running in background process or displaying the process status in the process window. Note: If you configure Quality Monitoring User Import to run in the process window, the same messages displayed in the Import status part of the application also display in the main window. 16 Nortel Quality Monitoring

17 November 2009 Product Overview Rules for Managing User Data The following requirements determine the rules for adding and modifying (updating) users within the Nortel Quality Monitoring database: Real Time Notification When you add or update a supervisor or agent, the Data User Import notifies Quality Monitoring components, including the BDR Server and Reporting components using the Realtime Notification System framework. In Quality Monitoring, it notifies the Enterprise Reporting system. Duplicates Nortel Quality Monitoring User Import compares the person table, the staging tables, and file data to reveal duplicate user names. For every entry not present in the staging tables, the utility compares the concatenated name in the file and the database, to ensure they are not duplicated. See Reporting on page 18 for details on how duplicates are handled. Logon Name Case The unique logon name should be written to the database using upper case text. The logon name must be unique in the target system. Where the logon name is not unique, the logon name should have a numeric value appended to it to make it unique. Example: In the source file. where login_id values exist as SJones, SJones, SJones, the target system would yield these values, respectively: PERSON.login_name = SJones PERSON.login_name = SJones1 PERSON.login_name = SJones 2 Example: in the source file, where values exist as Sam Jones, Sam Jones, Sam Jones, the target system would yield these values, respectively: PERSON.login_name = SamJones PERSON.login_name = SamJones1 User Import Guide 17

18 Product Overview Standard Reporting When the import process is complete, exception reports are generated, containing any duplicate user data entries. The following report files are created: Report name report_insert_user_<date>_<time>.html report_update_user_<date>_<time>.html report_update_user_<date>_<time>.html Contents Shows any new inserted data Shows any updated data Shows any duplicated data report_invalid_ignore_user_<date>_<time>.html Shows any invalid or ignored data during the import The information is sorted in alphabetical order by PERSON Last Name. Reports contain this information, one line for each Person row: Source File Unique Identifier Source File First Name Source File Last Name Source File Middle Name Person Unique Identifier value of PERSON.person_pk) Last Name (value of PERSON.last_name) First Name (value of PERSON.first_name) Middle Name (value of PERSON.middle_name) Login ID (value of PERSON.login_name) Agent's supervisor name (PERSON. last_name and PERSON.first_name of supervisor) 18 Nortel Quality Monitoring

19 November 2009 Product Overview Re-execution When organizational data import is re-executed, new audit files are created. User import error If the user import does not achieve successful completion, an audit file is not created. User Import Guide 19

20 Product Overview Standard Logging All logs generated by the Quality Monitoring User Import Tool are stored in the Quality Monitoring logs folder in \Program Files\Witness\QM\logs. 20 Nortel Quality Monitoring

21 Chapter 3 Installation In this chapter System requirements 22 Prerequisites 23 Installing the Quality Monitoring User Import Tool 24 Post-installation instructions 28 User Import Guide 21

22 Installation Standard System requirements The Nortel Quality Monitoring User Import Tool is provided on the Nortel Quality Monitoring DVD in a folder called Data Migration Tools. This utility runs independently of other programs and is not connected to other system installation scripts. The Nortel Quality Monitoring User Import Tool automatically installs the directory structure where its components reside. The Nortel Quality Monitoring User Import Tool integrates with Nortel Quality Monitoring recording solutions to enable you to import user data from an external source into the Quality Monitoring user hierarchy. Target data sources Quality Monitoring Data Management Systems (DBMS) supported The Quality Monitoring application supports MS SQL Server 2005 SP2. 22 Nortel Quality Monitoring

23 November 2009 Installation Prerequisites The following are required for successful installation of the Nortel Quality Monitoring User Import Tool: The appropriate JRE version must be installed and configured on the machine where the Quality Monitoring User Import Tool will reside. JRE 1.4.2_15 and JRE 1.5.0_12 (the default) are supported. For details on configuring the JRE, see Third-Party Tools on page 49. The machine must have ODBC connectivity to the database to which the Quality Monitoring User Import Tool logs on and performs import functions. User Import Guide 23

24 Installation Standard Installing the Quality Monitoring User Import Tool You can launch the installation program by clicking the links on the install.htm page on the Nortel Quality Monitoring DVD or run the install program directly.the install program is located on the Nortel Quality Monitoring DVD in the following folder: QM\Data Migration Tools\User Import Tool\Install 1 Launch the installation executable. The Quality Monitoring Import User wizard opens. 24 Nortel Quality Monitoring

25 November 2009 Installation 2 Click Next. Click Change to set the drive to D:\. 3 Click Next. Specify Other Sources as the data source to use when Workforce Optimization (WFO) is not included in the system. User Import Guide 25

26 Installation Standard Click Next. The Ready to Install the Program windows opens. 5 Click Install. The software installs to the directory you specifed. 26 Nortel Quality Monitoring

27 November 2009 Installation 6 After the install completes, click Finish. 7 Copy the <InstallDrive:\Directory>\OEM\endorsed folder, and paste the folder into <JRE Folder>/lib where <JRE Folder> is the installed directory for JRE1.4.2_15 or 1.5.0_12. User Import Guide 27

28 Installation Standard Post-installation instructions When the installation is complete, edit the values in the runimportuser.bat and runimportuser_command_line.bat files as follows: 1 Update the path for the _APP_HOME variable to the <Install Drive/Directory>. Example: C:\Program Files\Witness\Import User\ 2 Update the path of the java executable file to the JRE install directory. Example: C:\Program Files\java\j2re1.5.0_12\bin\java.exe To update notification In the Import User/configuration folder, edit the notification.xconf file to change the qamigration:2001/nameservice to bdrserver:portnum/nameservice where bdrserver is the server on which the BDR server resides and portnum is the port that Quality Monitoring uses for CORBA communications. The port is 2001, unless it was changed from that default value. Note: Enteprise Reporting information picked up from the Quality Monitoring database does not require configuration, and a separate Enterprise Reporting utility handles data import from external data sources. 28 Nortel Quality Monitoring

29 Chapter 4 Configuration In this chapter Configuring User Import 30 Identifying Attributes 38 Unique Identifiers 39 Custom Fields 40 User Import Guide 29

30 Configuration Standard Configuring User Import Now that you have completed the installation, you are ready to configure Nortel Quality Monitoring User Import. You establish target database parameters, select attributes for the user data, and specify the type of data delimiter used within the import file. The Comma Separated Value (CSV) format is the default; however, you can use a different delimiter (TAB, semi-colon, etc.) if you prefer. This section describes the process that you use to configure Quality Monitoring User Import. Prerequisites Before configuration, make certain that you have: Set up the ODBC connectivity needed to connect to the database and tested the connectivity. Established the Quality Monitoring application and completed the following fields: Switch, Switch Extensions, Roles, Randomizer Rules, and Telephones. Installed Quality Monitoring User Import on your machine. 30 Nortel Quality Monitoring

31 November 2009 Configuration Configuring the user import utility 1 Launch the utility from the runimportuser.bat file. The Main Menu opens. 2 Specify the file name and path of the source file. To browse for the file, click Open, select the file, and click Open again. User Import Guide 31

32 Configuration Standard Click the Configure button. The Configure Application window opens. The database parameters that you establish here reflect the values used during the ODBC setup. 4 From the Version drop-down list, select a version of Quality Monitoring (labeled Balance). 5 From the Database drop-down list, select Microsoft. 6 Type the host name for the target database location. 7 In the Schema box, type the target database schema name. 8 In the User Name and Password boxes, type the user name and password required to log on to the database. 9 If yours is a Fixed Seating environment, click the Fixed Switch Seating check box to enable this option. Free Seating is the default if you do not select the Fixed Seating option. Note: For Free Seating, if a Login ID is not present, user data is not updated. For Fixed Seating, if an extension is not present, user data is not updated. 32 Nortel Quality Monitoring

33 November 2009 Configuration Password Encryption Passwords imported from Workforce Optimization When a user is imported from the Workforce Optimization (WFO) application using the Quality Monitoring User Import Tool, the tool encrypts an undecipherable password for that user. User passwords imported from WFO are not changed in Quality Monitoring. Passwords imported from a data source other than Workforce Optimization When users are being imported from a data source other than WFM using the Quality Monitoring Import Tool, the encrypted password is Password. This is a default value and can be changed in Quality Monitoring. 10 Click Next. The Import File Configuration window opens. User Import Guide 33

34 Configuration Standard The Import File Configuration window enables you to configure up to 40 attributes (29 recording attributes + 11 additional customer attributes that you can insert in your text file), described in the following table: Attribute Definition Required Parameters First Name The user s first name. Yes Maximum length = 64 characters Restrictions = no commas, periods, or special characters, including foreign characters such as ë Note: Apostrophes are accepted. Last Name The user s last name or surname. Yes Maximum length = 64 characters Restrictions = no commas, periods, or special characters, including foreign characters such as ë Note: Apostrophes are accepted. Middle Name The user s middle name or initial. No Maximum length = 64 characters Restrictions = no commas, periods, or special characters, including foreign characters such as ë Note: Apostrophes are accepted. If a middle name is not available, then set to NULL. Role Role in the Quality Monitoring system. The role values are populated from the org_role table. No Maximum length = 64 characters Assumed to be previously established in the target database. If the Role does not match the roles within Quality Monitoring, the import utility defaults it to NULL and the user cannot use the application. For each imported user, the default role should be set to Not Assigned. Supervisor Unique ID Identifier of supervisor in external source, or the identifier for the associated supervisor row within the file. This attribute is used for translation across systems. No Maximum amount of numbers = Nortel Quality Monitoring

35 November 2009 Configuration Attribute Definition Required Parameters Login Enabled User can log on to the application. This field is used to update the logonenabled field within Quality Monitoring. This enables the user to log on to the application. If it is not typed or the value is invalid, the value defaults to N. No The values are Y for logon-enabled and N for logon-disabled. The default is N. If you select Y, then the application enforces logon names for all users. The application forces the user to choose the logon name from the list in the import file. Login Name The user s logon name for Quality Monitoring. No Maximum = 32 alphanumeric characters. This field is used to update the logon name within Quality Monitoring. If the logon enabled flag is set to Y, an invalid logon name or NULL is shown, then the row is not processed for insert or updates. Valid values are letters A- Z, numbers, _ and - (underscore and hyphen), periods "." and the at symbol "@". PersonnelD User ID per Human Resources records, for example. This attribute provides a separate unique identifier for each user, such as a Company ID or other designation. No Maximum = 64 characters This field is used to update the Personnel ID field within Quality Monitoring. If NULL, the field in Quality Monitoring is set to NULL. User s address. No Maximum = 128 characters Randomizer Rule Name of a randomizer business rule associated with this user. No Maximum = 64 characters All active randomizer rules are loaded from the database; Fixed Seating Switch Name of the switch to which the user is associated. No In a fixed seating arrangement, the name of the switch that you want the user to be associated to. Mandatory: No Maximum = 64 characters User Import Guide 35

36 Configuration Standard Attribute Definition Required Parameters Fixed Extension User s extension associated with the defined switch in a fixed seating environment. No Maximum = 20 characters Assumed to be setup already in the Quality Monitoring target database with workspaces. If the extension does not match the extension within Quality Monitoring, the import utility does not update the field. Free Seating Switch Name of the switch with which you want to associate the user. No Maximum = 64 characters Assumed to be set up in the target database. If the Switch does not match the switch within Quality Monitoring, the import utility does not update the free seating Agent Logon field. Free Seating Logon ID Switch Logon ID of the user, associated with the switch defined. No Maximum = 20 characters See Identifying Attributes on page 38 for more information. 11 Establish the configuration for the text file: Select the fields in the Attribute column in the same column order that they are displayed in the file. Based on the attribute, the default value is populated with values from the database. You can use a text box for manual entry. Configure attributes that are not present in the file between two fields which exist in the file. Configure other attributes that are present in the file between two fields which exist in the file. Note: If any fields to be imported do not correspond exactly with those in the file, an erroneous import occurs, since there is no check to ensure the data in the file is valid and the content cannot be validated. These attributes show default values from the database: Attribute Role, Randomizer Rule, Login Enabled, Fixed Seating or Free Seating switch (based on the selection that you made in Configuring User Import on page 30). 12 Specify the type of data delimiters used within the import file. Select only one of the following three choices: CSV (default) - Enclose each attribute within double quotation marks ( Ann, Lewis ). TAB Other - Type the delimiter, as in this example: *, /, semicolon,space,",alphabet, and so on. Note: User Import allows the same delimiters allowed in a Microsoft Excel file. 36 Nortel Quality Monitoring

37 November 2009 Configuration 13 Choose the default setting for Header Available in File. The default is checked = Headers are available. Header rows are not imported as user data. 14 Select all attributes that are either available or not available and that require updates within Quality Monitoring. 15 Click Next. You return to the Main Menu. User Import Guide 37

38 Configuration Standard Identifying Attributes You can dynamically establish the attributes to be imported from the file or use default values. You choose from 40 attributes, in sequential order. You can configure the file dynamically by setting custom attributes along with Quality Monitoring attributes. You can: List the attributes within the file Add any additional attributes that are not present in file but need to be imported using defaults Ignore any attributes from the file during import Use the default values for certain attributes Setting the Do Not Update attribute If there are attributes present in the file that should be ignored during inserts or updates, select the Do Not Update attribute. Disable this setting under any of the following conditions The attribute is configured to be absent in the import file The attribute selected is Other The attribute selected is a unique identifier Setting the Use Default attribute You can type default values for any fields set up as Use Default by using text fields or by selecting from the lists: Attributes present in the file that should be set to default for inserts, or updates, should be set to Use Default. If this flag is set, then the default value is used for updates and inserts. If there are attributes that are not present in the file that should be updated, select Use Default. If this flag is set, then the default value is used for updates and inserts. If the attribute selected is Other, this option is disabled. 38 Nortel Quality Monitoring

39 November 2009 Configuration Unique Identifiers Unique identifier fields are not stored in the user record within Quality Monitoring. However, they are used for the translation of data from external files or systems.the unique identifier for a user row in the external source can also be the unique identifier for that row within the file. Each entry is unique to the user. The maximum length is 20 numbers: Note: Unique IDs must be maintained across files. Otherwise, an existing user can be considered new during the import process. User Import Guide 39

40 Configuration Standard Custom Fields User-defined fields are optional. These custom fields for Quality Monitoring users allow up to 255 characters in the user-defined character and comment fields, and the date fields use the DD- MON-YYYY format (01-JAN-2007): Custom Fields Character1 Character2 Character3 Character4 Character5 Character6 Character7 Character8 Character9 Character10 Date1 (DD-MON-YYYY) Date 2 (DD-MON-YYYY) Date 3 (DD-MON-YYYY) Date 4(DD-MON-YYYY) Date 5 (DD-MON-YYYY) Comments If any of these fields is NULL, the corresponding field in Quality Monitoring is also set to NULL. 40 Nortel Quality Monitoring

41 Chapter 5 Updates In this chapter Updating Data 42 Managing Users 43 Adding users 44 Updating Users 45 Making a user inactive 46 Managing Passwords 47 User Import Guide 41

42 Updates Standard Updating Data Basic system administration includes monitoring initial imports and then updating subsequent imported data. Nortel Quality Monitoring User Import functionality enables you to modify existing user configuration by adding users and updating user properties. You perform regular updates in order to maintain the system. You can control the frequency of updates, as well as specific information about how the system updates the existing information. 42 Nortel Quality Monitoring

43 November 2009 Updates Managing Users You can update user data by performing the following tasks: Adding Updating Note: Nortel Quality Monitoring User Import does not automate the deletion process of users. This is due to the complexity and high level of risk that exists if users identified during the early analysis stage are accidentally removed (deleted). User Import Guide 43

44 Updates Standard Adding users By opening the file in a text editor, you can add new rows for additional users and modify existing rows for updates. Note: If the user does not exist in recording staging tables with the unique identifier as in the source file, a new user is created.block text Prerequisites Quality Monitoring User Import is installed on your machine. You have established and tested ODBC connectivity to the database. You have configured the application for file import, along with the database and seating arrangement. You have completed these fields: Switch, Extensions, Agent Logon IDs, Workspaces, Roles, and Randomizer business rules. Adding one or more users from an external file 1 Launch Quality Monitoring User Import. 2 Click File > Open and use WordPad, NotePad or another text editor to modify the text: 3 Add new rows for additions, and/or modify existing rows for updates. If any rows of user data are not present in the user file but are present in Quality Monitoring, these users are not be updated within the recording application. Note: The default status for the agent/supervisor is set to Active. 44 Nortel Quality Monitoring

45 November 2009 Updates Updating Users Through the Nortel Quality Monitoring user interface, a user with Administrator security permissions can modify and save data that has been loaded to the target database using the Quality Monitoring User Import tool. From your target system s user interface, you can modify the following data migrated for a user (supervisor or agent): Person fields Role Supervisor Fixed Seating/Free Seating Switch extension/logon assignment Randomizer Rule Telephone Active Status The default status for the agent/supervisor is set to Active. Note: If the user is set to Inactive in the Quality Monitoring application and present in the spreadsheet, this user is made Active (in Quality Monitoring). Therefore, if this user should not be updated, you must ensure the user is not present in the spreadsheet. User Import Guide 45

46 Updates Standard Making a user inactive 1 Remove mapping for the user from the agent_identifier table. 2 Change the role to Inactive Users. 3 Set Supervisor to inactiveusers. 4 Disable the logon for the user. 5 Clear the logon name of the user. 46 Nortel Quality Monitoring

47 November 2009 Updates Managing Passwords Nortel Quality Monitoring passwords are encrypted. If the password to the Quality Monitoring database changes, you will need to use the Password Encryption tool. The password resides in the database_configuration.xml file. To use the password encryption tool: 1 Run PwdGenerator.exe from the Quality Monitoring installation directory;.\witness\qm. The Password Generator dialog opens. 2 Type the new password and click Generate. The encrypted password appears in the Encrypted Password field. 3 Select the encrypted password and copy it into the database_configuration.xml file. The database_configuration.xml file is located in the User Import Tool installation directory;.\witness\import User\Configuration. User Import Guide 47

48 Updates Standard Nortel Quality Monitoring

49 Appendix A Third-Party Tools In this appendix Installing Sun Java JDK 1.4.2_15 or 1.5.0_12 50 User Import Guide 49

50 Third-Party Tools Standard Installing Sun Java JDK 1.4.2_15 or 1.5.0_12 To install and configure the required third-party tools used with the Nortel Quality Monitoring User Import Tool: 1 Download the installation package from 2 Run the installation program and follow the wizard screens. Agree to all default settings proposed. Choose a folder to which you want to install the software. The specified folder in this step is referred to as the home java folder on your machine. 3 Configure by adding a new System Environment Variable named JAVA_HOME and set it to the folder where JDK1.4.2_15 or 1.5.0_12 is installed. 50 Nortel Quality Monitoring

51 Appendix B Troubleshooting In this appendix Database Connectivity Not established 52 Database Error during population 53 Failure to load the staging data 54 Failure to load PERSON data 55 User Import Guide 51

52 Troubleshooting Standard Database Connectivity Not established 1 Type all parameters, and click Next. The application checks the connectivity to the database. If it cannot connect, an error message pops up. 2 Click OK. 3 Make the necessary corrections to the database parameters. 4 Click Next. 52 Nortel Quality Monitoring

53 November 2009 Troubleshooting Database Error during population 1 Select a field with a default value that needs to be populated from the database. The application imports the data from the database. If retrieval fails due to a database error, you are prompted with the following Error message: 2 Click OK. When copying 'endorsed' folder to the wrong JRE installed directory, the Quality Monitoring User Import application cannot be loaded The Quality Monitoring User Import application loads all libraries into the /cache folder in order to run. To load the Quality Monitoring User Import application when changing the JRE path, this cache folder needs to be deleted as shown in the procedure below. Deleting the cache folder 1 Remove the \endorsed folder from the wrong JRE installed directory. (C:\Program Files\Java\j2re1.5.0_12\lib). 2 Copy the \endorsed folder to the correct JRE installed directory. (C:\Program Files\Java\j2re1.4.2_15\lib). 3 Delete the <ImportUser folder>\cache folder. 4 Run the runimportuser.bat file. The Quality Monitoring User Import application is loaded. Click Import; the Quality Monitoring User Import application should not disappear. User Import Guide 53

54 Troubleshooting Standard Failure to load the staging data If the user data cannot be successfully loaded to the target database, the Quality Monitoring User Import tool records the failure status, including identifying information about the user row that failed, and then continues with attempts to load the remaining user rows. The identifying information about the failure includes the unique identifier and name for the user as it was recorded in the source file. If the problem is a database issue with the inserts or with the updates to the staging tables, this is indicated in the import logs and the processing ends immediately. 54 Nortel Quality Monitoring

55 November 2009 Troubleshooting Failure to load PERSON data If a PERSON row cannot be successfully loaded to the target database, Quality Monitoring User Import records the failure status, including identifying information about the PERSON data that failed, and continues with attempts to load the remaining PERSON rows. Failure to load PERSON relationships If the associated relationship tables with the PERSON row cannot be successfully loaded to the target database, the Quality Monitoring User Import tool records the failure status, including identifying information about the specific PERSON data that could not be loaded, and continues with attempts to load the remaining PERSON rows. This applies to relationships such Agent_switch_device for storing agent device relationships and bus_rule_cont for associating randomizer rules with agents. File Open/Close unsuccessful If the User Import tool is unable to open the file during import or close it after import, an error message notifies you of the failure, and the information is logged in the import logs. Failure can be attributable to file corruption. Free Seating Switch Logon ID Invalid If the source file has an invalid free seating switch logon ID or the logon ID is not included in the source file, then the application does not assign any logon IDs to the user. Installation Unsuccessful If the installation is unsuccessful, the install program provides notification of the failure. Failure can be attributable to lack of disk space, directory ownership rights, a corrupted zip file, or a bad DVD. Loss of Database Connection During Import If the database connection is lost as user data is loaded into the target database, the User Data Import tool notifies you of the connection loss, indicating that the Import Completion status is 'unsuccessful', and does not proceed to any subsequent steps in the import. 1 For Free Seating, if a Login ID is not present, user data is not updated. 2 For Fixed Seating, if an Extension is not present, user data is not updated. Missing Default data If you are missing default data, the system notifies you of the error when pulling data into the default lists for selection during configuration. Change the default flag to unchecked for the following attributes: Role, Fixed Seating Switch, Randomizer Rule. User Import Guide 55

56 Troubleshooting Standard Nortel Quality Monitoring

57 Glossary.CSV Comma Separated Value file extension. These files can be imported using Quality Monitoring User Import..TXT Text file extension. These files can be imported using the Quality Monitoring User Import tool. Active User Status Must be Active for Quality Monitoring User Import. If the user is Inactive in the Quality Monitoring application and present in the spreadsheet, this user is made Active (in Quality Monitoring). Therefore, if this user should not be updated, you must ensure the user is not present in the spreadsheet. Custom Field Optional, user-defined fields that allow up to 255 characters in the character and comment fields. The date fields use the DD-MON-YYYY format (available with Quality Monitoring). DBMS Database Management System such as MS SQL Server Delimiter You can specify the type of data delimiter used within the import file: CSV (default), TAB delimited, or Other Fixed Seating Switch The name of the switch to which the user is associated, established in the Quality Monitoring target database, prior to installation. Free Seating Logon ID Optional field: Switch Logon ID of the user, associated with the defined switch. Maximum = 20 characters. Free Seating Switch Name of the switch, set up in the target database, with which you want to associate the user. PERSON table The name of a Quality Monitoring table that stores user data. Quality Monitoring Multimedia recording solution designed for both Customer Interaction Centers and back-office customer service initiatives. User Import Guide 57

58 Glossary Standard Randomizer Rule A business rule creating in Quality Monitoring that associates an agent with the name of the associated switch. This should be established in the Quality Monitoring target database, prior to installation. Realtime Notification When you add or update user (supervisor or agent) data, the User Data Import tool notifies Quality Monitoring components, including the BDR Server and Reporting components using the Realtime Notification System framework. Role Role in the Quality Monitoring system. Role values are populated from the org_role table. Status See Active User Status. Sun Java JDK Requires installation and configuration as a prerequisite to installing the Quality Monitoring User Import tool. Switch Seating The utility enables you to indicate whether the switch seating is free or fixed. The default is Free Seating. Third-Party Tools Installation and configuration of Sun Java JDK and Apache Ant tools precedes Quality Monitoring User Import installation. These are required before you can install the import utility. Unique Identifier These fields are used to translate data from external files or systems. Each entry in a Unique Identifier field is unique to the user. Maximum length =20. Use Default You can type default values for any fields set up as Use Default, by using text fields or selecting from lists. Choose a value from each drop-down list: Role, Fixed Switch/Free Seating, Login Enabled, and Randomizer Rule. 58 Nortel Quality Monitoring

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60 Nortel Quality Monitoring User Import Guide Copyright Nortel Networks. 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. To provide feedback or report a problem with this document, go to Publication number: NN Product release: 6.5 and 7.0 Document release: Standard Date: November 2009