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Installation Guide
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Doc Version 7.8 SP3-9
2009-03-24
C o n t e n t s
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Standard Conventions . . . . . . . . . . . . . .
Information Icons . . . . . . . . . . . . . . .
If You Need Help . . . . . . . . . . . . . . . . .
Before You Contact Technical Support. . . . . . . . . . . . .
Contacting Technical Support . . . . . . . . . . . . .
Verints Witness Actionable Solutions (WAS) Website and the
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Telephone. . . . . . . . . . . . . . . . . . . . . . . . . .
Email . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Oracle Configuration . . . . . . . . . . .
Oracle location . . . . . . . . . . . . .
SQL Server 2005 Express Installation Requirements .
Database Maintenance Jobs . . . . . . . . . . . .
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Additional Requirements . .
Live Monitor Requirements .
Anti-Virus Software . . . .
Security . . . . . . . . . .
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Pre-Installation Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Planning for Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Single Server Deployment (Typical Install)
Multi-server Deployments (Custom Install)
Installation Log Files . . . . . . . . .
Typical Installation . . . . . . . . . .
Custom Installation. . . . . . . . . .
Setting up Filters on IP Recorders . . . . . .
Installing Cybertech Drivers . . . . . . . .
Installing Observer . . . . . . . . . .
Enterprise Installation . . . . . . . . .
Requirements for an Enterprise Installation .
Installing Recorder Components . . . . . .
Installing Enterprise Manager. . . . . . . .
Setting up your database (SQL Server) .
Setting up your database (Oracle) . . .
Installing the Application Server . . . .
Setting up a license . . . . . . . .
Configuring Enterprise Manager. . . . . . .
Correcting the Enterprise
Analyzer Installation . . .
Setting User Preferences . .
Port Usage . . . . . . .
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Contents
Post-Installation Tasks
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Migration Steps . . . . . . . . . .
Troubleshooting Enterprise Manager BPMAINDB
Generic Network Settings for SQL Server . . .
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Setting Up ExecRecord . . . . . . . . .
Installing ExecRecord . . . . . . . .
Prerequisites . . . . . . . . . . . . .
Stage 1: On the Recorder . . . . . . .
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Contents
Installing Screen Capture Module & AIM Using the Windows Installer .
Automated Installation of Screen Capture Module & AIM. . . . . .
When Copying Files for Installation . . . . . . . . . . . . . . . . .
About Property Names/Values and the Case Used . . . . . . . . . .
Screen Capture Module & AIM Silent Installation . . . . . . . . . . .
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Using the Administrative Installation . . . .
Setting Up the SMS Package . . . . . . .
Screen Capture Module and AIM Installation Using
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239
240
241
242
244
. 244
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. 246
About
This
Guide
This guide describes how to install and upgrade a Recorder for IP or TDM
environments, as well as how to install an Analyzer server. The guide includes
instructions for installing a new system for 7.8.1 as well as instructions for
upgrading an existing system to 7.8 SP3. Refer to the Release Notes
included on the installation DVD for the most up-to-date upgrade
instructions.
This introductory section to the guide describes the following topics:
z
Description
Chapter 1:
Getting Started, page 17
Chapter 2:
Installing the Recorder on
page 42
Chapter 3:
Post-Installation Tasks, page
112
Chapter 4:
Uninstalling and Upgrading on
page 126
Appendix A:
Setting Up ExecRecord, page
170
Appendix B:
Screen Capture Module
Installation, page 178
Chapter C:
Configuring MIB Files on
page 215
Appendix D:
Voice Card Wiring, page 225
10
System administrators
IT professionals
11
Standard Conventions
Area
Description
Menu Items
Document
Names
Buttons,
Functions, and
Dialog Box and
Window Names
User Variables
Click OK, and then choose the Restore Database dialog box.
12
Information Icons
Icon Type
Function
Note
Tip
Caution
Warning
13
Telephone
Write down the problem and details that may help us solve the problem. If you can
consistently reproduce the problem, list the steps to reproduce it.
Have at least the following information available when you contact Technical
Support.
z
Your name and customer site number, and identify yourself as a customer, Verint
Systems partner, or Verint Systems employee. Customer-initiated CIC contact is
restricted to customers that are one of the designated support contacts on your
companys service level agreement.
Server and client operating systems and service pack version numbers
The wording of any error messages from the product and/or operating system
Has this problem occurred previously? If it is new, did you change your system
configuration recently?
14
Telephone
Verints Witness Actionable Solutions (WAS) Customer Interaction Center (CIC) provides
the self-service tools and information you need to get the most out of your investment.
Americas:
+1 800 4 WITNESS (USA toll-free)
+1 770 754 1870
Europe/Middle East/Africa:
+ (0) 845 843 7333
Hong Kong/Asia Pacific:
+852 8103 0104
Australia:
1 800 600 806
New Zealand:
+61 2 8223 9493
Japan:
+81 (0)3 5919 1875
For geographic locations and hours of operation, refer to www.witness.com\support\
and click on Contact Centers.
15
Email
If you are a new customer and need a logon ID and password, you can e-mail
support@witness.com to obtain your new logon information.
16
Chapter
Getting Started
This chapter outlines the procedures for installing and setting up the Recorder
and provides instructions for setting up the hardware, operating system, and
database for Recorder installation.
z
Hardware Setup
Database Requirements
Additional Requirements
Or verify the requirements for installing SQL 2005 Express with the Recorder.
18
Hardware Setup
Hardware Setup
To set up the required Recorder hardware, please refer to the following topics:
z
Type
Ai-Logix Model*
Description
Analog
Station Side
LD409, LD409-eh
LD809, LD809-eh
LD1609,
LD1609-eh
LD2409,
LD2409-eh
PT409,
PT809,
PT1609
NGX800
NGX800-eh
NGX1600
NGX1600-eh
NGX2400
NGX2400-eh
MX80
Digital
Station Side
19
Hardware Setup
Type
Ai-Logix Model*
Description
Digital and
Analog
DSC-16-PCI
DSC-xP-PCI
(Cybertech)
Digital and
Analog
DSC-16-PCI
DSC-xP-PCI
(Cybertech)
Digital
Trunk Side
DP3209,
DP3209-eh
DP6409,
DP6409-eh
PCM3209
PCM3209-eh
PCM6409
PCM6409-eh
DT3209TE
DT3209TE-eh
DT6409TE
DT6409TE-eh
Turn off the power to the computer and remove all power cords before opening the
computer case.
Do not reattach power cords or turn on the power to the computer while the
computer case is removed.
20
Hardware Setup
Insert the card into an empty PCI slot in the computer using a chassis screw.
Upon restart, cancel out of the Windows Found New Hardware screen.
Place the voice card installation DVD into the drive and follow window instructions to
complete the installation. Alternatively, you can wait for the installation of the
Recorder software.
Additional Information
For more information on voice card installation and wiring, refer to the Ai-Logix and
Cybertech voice card documentation on the installation DVD.
You must remove the network protocols from any NICs connected to span ports
21
Hardware Setup
Then select:
-> Server Availability -> Power-On Delay
This value should be set to the nearest value to 15 seconds, which is a common option
for this setting.
The Power-On Delay feature delays the server from powering on for a specified time to
prevent power usage spikes when multiple servers power up after a power loss.
Wake-on LAN, RTC wake-up, and iLO 2 Virtual Power Button events override the delay
and immediately power on the server.
22
23
VMWare
z
z
Browser:
-
Microsoft
Microsoft
Microsoft
Microsoft
Internet
Internet
Internet
Internet
Explorer
Explorer
Explorer
Explorer
8.0
7.0
6.0, Service Pack 2 for Windows XP
6.0, Service Pack 1 for Windows 2003
24
Configuring Windows
Configuring Windows
Proper configuration of the Windows components impacts the functioning of the
Recorder and its associated applications.
Windows components require configuration to use Viewer on Windows 2003 Server
Standard or Enterprise Editions (including R2). Other Windows configurations are
required to ensure proper performance.
Windows Application
Server component
Required Configuration
IIS 6 Server
Microsoft Message
Queuing (MSMQ)
z
z
ASP.NET*
z Enable ASP.NET
Select Add or Remove Programs > Add/Remove
Window Components > Application Server. Ensure
that you select ASP.NET.
DTC access*
25
Configuring Windows
Make sure you restart the installation after disabling the security option.
If you do not clear the check box, the platform database and capture platform
are not registered, and the default Viewer queries are not generated.
If you skip this step during the installation, you can still clear the check box at a later
stage and execute Contact7000PlatformSetup.exe by using the following
command:
C:\Program Files\Witness
Systems\ContactPlatform\Contact7000PlatformSetup.exe" /S /L N
/T <Recorder Type> /H <Viewer Server Name> /R <Recorder Server
Name> /V <Database Server Name> /D EwareCalls /U
retriever/replay /P 8080
Where <Recorder Type> can be:
z
z
IP for IP Recorder
TDM for TDM Recorder
For a single server installation, remove /H, and then execute the command.
If you still see a message stating that Internet Explorer Enhanced Security
Configuration is enabled after disabling and you are working on an Windows
2003 Enterprise R2 Edition operating system, you must enable and disable the
option again to eliminate the message.
26
Configuring Windows
Select Properties
Click the Setup button in the Startup and Recovery section of the tab.
Click Edit on the Startup and Recovery dialog to open the boot.ini file in Notepad.
Append the following to the line: < /PAE> . An example is shown below in bold
text. Make sure to insert a space between the last parameter and the slash.
For Windows XP:
[operating systems]
multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows XP Professional"
/fastdetect /NoExecute=OptIn /PAE
For Windows 2003 Server:
[operating systems]
multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Windows 2003 Server, Enterprise"
/fastdetect /NoExecute=OptIn /PAE
For Windows 2000 Server:
[operating systems]
multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows 2000 Server "
/fastdetect /NoExecute=OptIn /PAE
Select Save from the Notepad File menu to save your changes.
27
Configuring Windows
Select Exit from the Notepad File menu to exit the application.
Select the Web Service Extensions node to display a list of all available extensions.
In the Web Service Extensions list, change the status of all extensions except All
Unknown CGI Extensions to Allowed.
Select the Default Web Site node, and then change its permissions to allow full
access rights for the administrator account, or the account you used to log on to the
server.
28
Configuring Windows
Click Driver Signing in the Drivers section to display the Driver Signing Options
dialog.
Click Ignore - Install the software anyway and dont ask for my approval.
Determine whether you want to make the action a system default and insert or
remove a checkmark from the Administrator option check box.
Right-click My Computer.
Click Properties.
29
Database Requirements
Database Requirements
Database requirements are described by the following topics:
z
Supported Databases
Supported Databases
Install a database (optional) before installing the Recorder. Alternatively, if you do not
install SQL or Oracle, the Recorder installation process can install a SQL Server 2005
Express database for you.
If you plan on using SQL Server 2005 Express, you must install:
z
Product
Database
Recorder
MSDE 2000
Enterprise Manager
30
Database Requirements
The Recorder components are tested against Oracle on Windows 2000 and
Windows 2003 servers.
If you plan on using SQL Server 2005 with one or more applications, refer to the
section, Obtaining Required CALs on page 28 to ensure compliance with
Microsofts licensing agreement.
Mixed Mode
When installing a Microsoft SQL Server for use with the Recorder, select Mixed Mode
as the authentication type. Mixed mode authentication allows access to the database
from either a Windows account or through a SQL Server account by using the default
system administrator (SA) account. The installation program uses the SA account to
create and update the database on new installs and upgrades.
Change SQL Server Service account to a local system account which has the
proper privileges
Update the account, under which SQL Server Service runs, with the required
privileges on the system
31
Database Requirements
where
C = number of estimated calls per hour
H = estimated number of hours per day calls are received
D = estimated number of days (recommended 120 days)
K = estimated average call size (in KB)
G = total database size needed (in GB)
As an example, for a single recorder handling 3240 calls (recording audio with screens)
per hour for eight hours a day for 120 days (20 day month), the Recorders eWareCalls
database can grow up to 6GB in six months.
To resize the database:
1
In Object Explorer, connect to an instance of the SQL Server 2005 Database Engine,
and then expand that instance.
To increase the size of an existing file, increase the value in the Initial Size (MB)
column for the file. You must increase the size of the database by at least 1
megabyte.
Click OK.
Manually set the TCP/IP Port for multiple SQL Server instances.
32
Database Requirements
Activating xp_cmdshell
To activate xp_cmdshell:
1
Navigate to Programs > Microsoft SQL Server 2005 > Configuration Tool >
SQL Server Surface Area Configuration.
Click xp_cmdshell.
Be sure that the Enable xp_cmdshell check box is selected in the right pane.
Click OK.
Navigate to Programs > Microsoft SQL Server 2005 > Configuration Tool >
SQL Server Surface Area Configuration.
Click Surface Area Configuration for Services and Connections, and ensure
SQL Server Agent Service status is Running.
33
Database Requirements
Click on the link Surface Area Configuration for Services and Connections to
bring up the dialog box.
Expand the Instance named SQL2005 node, followed by Database Engine on the
left pane.
Ensure Local and remote connections and Using both TCP/IP and named
pipes radio-buttons are selected.
Expand the SQL Server Configuration Manager (Local) node, followed by SQL
Server 2005 Network Configuration node on the left pane.
Make sure the Protocol Name TCP/IP is Enabled. If its disabled, right click on
TCP/IP and select Enable.
If you have both SQL Server 2000 and SQL Server 2005 installed on the same
system and you want to run both concurrently, youll need to assign a different port
to the SQL Server 2005 instance as follows:
a. Right click on the TCP/IP Protocol Name in the right pane of the SQL Server
Configuration Manager dialog, choose Properties.
b. Select the IP Addresses tab.
z
In the IP1 section, make the TCP Dynamic Ports field blank (delete the 0)
A value of zero means that the port is assigned dynamically when SQL Server
2005 starts up.
Specify a port number in the IP1 section TCP Port field.
Click OK.
34
Database Requirements
z
z
Oracle Configuration
To use an Oracle database with your Recorder, first install Oracle, and then complete
the following procedure to allow Oracle to work correctly with the Recorder.
The tablespace size must be 5 GB or greater. An initial tablespace size of 6 GB
is recommended.
To configure Oracle:
1
If you have not done so already, create an Oracle database instance named ATLAS.
create tablespace ewarecalls: update the datafile value to the location where
this file will be placed. For example:
create tablespace ewarecalls
logging
datafile 'c:\Recorder Database Path\ewarecalls.dbf'
size 400M
extent management local
alter database: update the datafile value to the location where this file will be
placed. For example:
alter database
datafile 'c:\Recorder Database Path\ewarecalls.dbf'
autoextend on next 100M
maxsize 5000M
35
Database Requirements
EWARECONFIG
EYRETELMEDIA
EYRETELAUDIT
EYRETELLICENCE
EYRETELSITE
EWARECALLS
If different tablespace names must be used, then replace the default tablespace
names in the tablespace.sql file with the new names. You must also replace the
default tablespace names in the install.bat file because these names are used as
input parameters for the tables.sql file and indices.sql file.
4
Open a command prompt and change to the directory where the install scripts are
located.
Oracle location
If you install Archive and your Recorder is on the same computer as Oracle, you should
change the Oracle port so that it does not conflict with the Tomcat listening port. For a
full list of ports used by the Recorder and other applications, see Port Usage on
page 109.
To change the HTTP/WEBDAV port for Oracle
1
call dbms_xdb.cfg_update(updateXML(dbms_xdb.cfg_get()
,'/xdbconfig/sysconfig/protocolconfig/httpconfig/http-port/text()', 8081));
In the above query, 8081 is the new port number.
2
Ensure that you commit the change. Refer to your Oracle documentation for more
information.
36
Database Requirements
SQL Server
eWare_Maintenance_Daily
This job will be executed daily at midnight except on Sunday. Part of this job includes
differential backups for the eWare and System databases for the configured location.
This job is also automatically scheduled to run for first-time installs of SQL Express.
eWare_Maintenance_WeekEnd
This job will be executed every Sunday at midnight. Part of this job includes a full
backup for the eWare and System databases for the configured location. In addition,
this job rebuilds indexes for the eWare databases. The full backup within this job
overwrites the existing contents of the backup device (backup file). This job is also
automatically scheduled to run for first-time installs of SQL Express.
z
If the backup location is not configured for Daily and Weekend jobs, the
differential and full backups will not be performed.
If you want to maintain all backups, copy the backup file created by the
eWare_Maintenance_WeekEnd job to a different location after the
job completes.
37
Database Requirements
eWareArchiveFailSafeNotification
This job will be scheduled to run daily at midnight. This job will identify the
non-archived inums for the configured parameters. If you do not utilize a local archiver
or Centralized Archiving, disable this job.
To disable this job, use the following procedure:
1
PurgeDuration
DelayDuration
WindowDuration
FilterString
SMTPServer
ToEmail
FromEmail
38
Database Requirements
Oracle
eWareArchiveFailSafeNotification
This job will be scheduled to run daily at midnight. This job will identify the
non-archived inums for the configured parameters. If you do not utilize a local archiver
or CAM, disable this job.
Manually Changing eWareArchiveFailSafeNotification Job Configuration
Parameters
If you require different parameter values than the defaults for the
eWareArchiveFailSafeNotification job, use the procedure below to manually
change them.
1
39
Additional Requirements
Additional Requirements
Your deployment of the Recorder may require additional system configuration. The
following sections address the requirements for Live Monitor, anti-virus software, and
for implementing the Recorder security features in your environment.
Anti-Virus Software
Recorders support Norton AntiVirus, version 7.50 or greater, and McAfee VirusScan
Enterprise version 7.0. Make the following changes to your antivirus software to ensure
that it does not affect Recorder performance.
1
Disable File System Realtime Protection for Norton and On-Access Scanning
for McAfee since they reduce system performance (which is critical in real-time
recording).
40
Additional Requirements
Security
A set of security features has been implemented in the recording systems. These
features are mostly optional and configurable. The objective is to secure recorded
customer sensitive information, such as payment card information, as well as
application authentication parameters. Security requirements often vary from
customers to customers. For more information, see the Enterprise Security
Administration Guide.
41
Chapter
Pre-Installation Tasks
Typical Installation
Custom Installation
Enterprise Installation
Analyzer Installation
Port Usage
Pre-Installation Tasks
Pre-Installation Tasks
Before you install the Recorder or any Recorder Components, you should have
completed the following tasks:
z
43
Pre-Installation Tasks
Note that Enterprise Manager is also included. You must use Enterprise Manager to:
z
Cluster IP Recorders
44
Pre-Installation Tasks
If you are installing on multiple servers, then you need to configure the Integration
Service CTI adapter to set up the connection between the Data Source (your switch or
PBX) and your Recorders. For more information on configuring your Integration Service
CTI Adapter, see the System Administration Guide.
You must use Custom Install if you want to:
z
z
45
Enterprise
2 Servers
3 Servers
n+ Servers
Server 1
Server 1
1+ Servers
Integration Service
Server 2
Server 2
Server 2
Server 2
Server 2
Server 3
Database**
Server 2
Server 3
1+ Servers
Enterprise Manager
Application Server
Server 2***
Server 2***
Server 4
46
Typical Installation
Typical Installation
Perform a typical installation if you are installing a Recorder and all its components on
a single server. A typical installation installs the Recorder, Recorder Manager, Unify,
Observer, Attribute Database, and Viewer Webservices. To install on multiple servers,
perform a custom installation.
To install a TDM Recorder with Cybertech cards, you must perform a custom
installation, not a typical installation. See Custom Installation on page 60.
To perform a typical installation:
1
Insert the installation DVD into the drive. If the installation does not autostart,
locate and double-click the file Install.htm.
Click Run.
Do not click Save. If you click Save, the installation fails.
47
Typical Installation
48
Typical Installation
Choose Typical in the installation Setup Type dialog. If you want to change the
destination folder, select the Browse button. Click Next when your selection is
complete.
Select the type of server you want to set up, and then click Next:
z
IP Recorder
TDM Recorder
Analyzer
If you are installing an IP Recorder and you want to eliminate unwanted network
traffic, refer to Setting up Filters on IP Recorders on page 72 to apply the standard
pcap filters to the IP recorder.
49
Typical Installation
You must now set up your database. You will see different screens depending on
which (if any) database you have installed on your server.
If...
Then...
Type / Select...
z
z
z
z
z
50
Typical Installation
If...
Then...
Type / Select...
51
Typical Installation
If...
Then...
Type / Select...
z
z
52
If...
Typical Installation
Then...
Type / Select...
Accept the suggested destination folder for the database path by clicking Next. Or
click Browse to select a different destination folder, and then click Next.
53
Typical Installation
10 By default, the installation creates a local user account for Search and Replay. For
the ServiceAccount, password is WitPa&&word1. You can also enter domain
name and domain user ID.
If required, you can safely reset the Service Account. To reset, navigate to
Administrative Tools > Computer Management > Local Users and
Groups and select Users. Right click on ServiceAccount and select Set
Password.
If the ServiceAccount password is changed (and it is the account that Viewer
runs under) you must:
a.) Enter the password in the Identity tab of the Application Portal Com+
application.
b.) Enter the password for the CacheManager scheduled task.
11 If prompted for the Tomcat port number, type a different port number. You will see
this dialog when the port 8080 is occupied. Click Next.
If the port you select is already used by another application, the installation
wizard opens the same window again with an error message. Refer to Port
Usage on page 109 for alternative ports.
54
Typical Installation
12 Type the server name and port number of your Enterprise Manager Authentication
Server. The EM server authenticates all Recorder Managers in the enterprise.
Tomcat uses the entered port number to communicate with EM. If you are not
deploying Enterprise Manager at this time, accept the defaults.
If you set up Enterprise Manager, your Recorder Manager enables Enterprise
Manager users to log on and manage the Recorder remotely.
Click Next.
If the port you select is already used by another application, the installation
wizard opens the same window again with an error message. Refer to Port
Usage on page 109 for alternative ports.
55
Typical Installation
If you type the wrong server name during this step, you must manually edit
the configmanager.xml file after installation. This file is located in your
installation directory, under \Tomcat5\config\. Open the file in a text editor
and locate the following line:
<Property name="Primary-Server-Host">EMSERVER</Property>
Change EMSERVER to the correct name of your server, and then save the edited
file.
13 Review all the displayed settings. Click Back to make changes, or click Next to
proceed with the installation.
56
Typical Installation
15 If you are installing a TDM Recorder, you may be prompted to install Ai-logix driver.
If you have not configured Windows to ignore unsigned drivers prior to installing
Recorder, make sure you click Yes to the dialog box that prompts you to install
SmartWORKS. The Ai-logix driver installation will prompt you for every eight
channels. If you do not click Yes every time it prompts, the driver may not get
installed properly.
The first dialog is shown below.
57
Typical Installation
16 [Optional] If you want to use Integration Service instead of Unify, add the following
text under <x:serverroles> in the
..[InstallationDirectory>\ContactStore\RecorderGeneral.xml file:
<x:serverrole>INTEGRATION_FRAMEWORK</x:serverrole>
With a Typical Installation, the Integration Service is installed but not
enabled. Custom installation will have the role automatically enabled.
17 [Optional] You can install a new Screen Capture Engine for recording Agent Screen
Activities. For more details, refer to Screen Capture Module Installation on
page 178.
18 When the installation completes, follow the prompts to restart the server.
58
Typical Installation
19 If you have installed SQL Express, your database maintenance jobs have been set
up to run automatically.
\Witness Systems\Database Files\DailyMaintenance.bat
59
Custom Installation
Custom Installation
Perform a custom installation if you are installing a Recorder on more than one server,
or if you are installing a TDM Recorder with Cybertech voice cards. This means that you
must visit each server, insert the installation DVD, choose the Custom Install option,
select the component (for example, Integration Service, Unify, Viewer, Recorder, or
Observer), and install that component according to the recommended distribution of
servers. If you are installing in an enterprise environment, refer to Enterprise
Installation on page 74.
To perform a custom installation:
1
Insert the installation DVD into the drive. If the installation does not autostart,
locate and double-click the file Install.htm.
Click Run.
Do not click Save. If you click Save, the installation fails.
60
Custom Installation
61
Custom Installation
The Setup Type window opens. Choose Custom. Either accept the default
destination folder or click Browse to navigate to and select a different destination
folder.
Click Next.
From the list on the Select Components dialog, select the components that you
want to install, and remove the selection from all other components. (Refer to the
Multiple Server Distribution Table on page 46 for recommendations about
components you should install on each server).
Use the Component/Install Setting Table on page 63 to understand how your
choices will affect the remaining dialogs presented.
62
Custom Installation
Type settings for each dialog in the following order for each component (see
Component/Install Setting Table below).
Install Setting
z
z
z
z
Note:
63
Custom Installation
Recorder
Install Setting
Select this option to install Viewer.
If you choose to install Viewer without the Attribute Database,
then you need to:
- Select the database type.
- Type database Server Name
- Type database Instance (SQL server)
z Select how you want to set up the Viewer Web Service
connection address. The installation will use your selection to
configure the Viewer WSDL (Web Service Definition Language)
files:
- Using local host name
- Using fully qualified domain name
- Using IP address
z Follow Steps 12 through 19.
For more information on the Viewer installation, see the Viewer
Installation and Administration Guide.
z
z
z
z
Unify
z
z
z
64
Custom Installation
Install Setting
z
z
Observer
10 For TDM Recorder installations only: select your card type in the AudioDriver for
TDM Recorder window, and then click OK.
If you are installing a TDM Recorder with Cybertech voice cards, you must install
your Cybertech drivers before continuing. See Installing Cybertech Drivers on
page 72.
11 Type the settings for the database related dialogs. Database setting dialogs may
vary depending on your component selection and if you have a database (SQL or
Oracle) installed prior to the Recorder installation. If you do not have a database
installed, you must choose between SQL Express and a remote SQL server. Refer to
the Component/Install Setting Table on page 63.
12 By default, the installation creates a local user account for Viewer. For the
ServiceAccount, password is WitPa&&word1. You can also enter domain name
and domain user ID.
65
Custom Installation
13 The Workflow User Account Information window opens after you type database
details for Recorder. The install program supplies a default name,
WorkflowAccount. Type a password for the account, confirm it, and then click
Next.
If required, you can safely reset the Workflow Account. To reset, navigate to
Administrative Tools > Computer Management > Local Users and
Groups and select Users. Right click on WorkflowAccount and select Set
Password.
66
Custom Installation
14 Type the server name and port number of your Enterprise Manager Authentication
Server. The EM server authenticates all Recorder Managers in the enterprise.
Tomcat uses the entered port number to communicate with EM. If you are not
deploying Enterprise Manager at this time, click Next.
If you set up Enterprise Manager, your Recorder Manager enables Enterprise
Manager users to log on and manage the Recorder remotely.
If you type the wrong server name during this step, you must manually edit
the configmanager.xml file after installation. This file is located in your
installation directory, under \Tomcat5\config\. Open the file in a text
editor and locate the following line:
<Property name="Primary-Server-Host">EMSERVER</Property>
Change EMSERVER to the correct name of your server, and then save the
edited file.
67
Custom Installation
15 After typing all component settings, click Next and follow the window instructions
to start copying installation files, as with a typical installation.
68
Custom Installation
17 If you are installing a TDM Recorder, you may be prompted to install Ai-logix driver.
If you have not configured Windows to ignore unsigned drivers prior to installing
Recorder, make sure you click Yes to the dialog box that prompts you to install
SmartWORKS. The Ai-logix driver installation will prompt you for every eight
channels. If you do not click Yes every time it prompts, the driver may not get
installed properly. If you do not click Yes every time it prompts, the driver may not
get installed properly.
69
Custom Installation
18 [Optional] You may install a new Screen Capture Engine for recording Agent Screen
Activities. For more details, refer to Screen Capture Module Installation on
page 178.
19 When the custom installation completes, follow the prompts to restart the server.
70
Custom Installation
20 If you have installed SQL Express, your database maintenance jobs have been set
up to run automatically.
\Witness Systems\Database Files\DailyMaintenance.bat
71
Installing Observer
For Recorders that do no use SIP, add this standard pcap filter: [tcp port 2000] or
(udp and not udp port 0)
For Recorders that use SIP, add this standard pcap filter: (tcp port 2000 or tcp
port 5060) or (udp and not udp port 0)
Because port numbers change according to customer environment, you should
check with your system architect that the above port numbers correctly reflect
your environment.
For more information, refer to the Cards and Filters section in the System
Administration Guide and in the Recorder Manager Online Help.
Select Properties.
Select Properties.
Installing Observer
In 7.8.1, Observer is installed automatically with the Recorder installation. After
installation, you can install and configure the Observer client. Instructions for
configuring the Observer client are described in the System Administration Guide, as
this application is used on Supervisor computers only.
72
Installing Observer
When multiple products are installed (such as Viewer, Visualizer, and Observer)
and you are uninstalling Observer (which is identified as Recorder in
Add/Remove Components), the uninstall process may ask if you want to remove
a DLL.
Click No. This action prevents DLLs, which may be shared between products,
from being deleted.
73
Enterprise Installation
Enterprise Installation
Perform an Enterprise installation if you are installing Recorders in an enterprise
environment, typically with a head office at a central location. (Other configurations
are possible.) The Enterprise installation includes Enterprise Manager, which provides
additional features such as:
z
z
You must have a permanent license for Enterprise Manager before you perform the
installation. Otherwise, only a temporary 14-day license is available.
You must install Enterprise Manager if you will use Integration Service to control or
tag recordings. EM is used to: (1) register the Integration Service (IS) and; (2)
associate the recorders to Integration Service.
Before installing Enterprise Manager, ensure that your server meets the minimum
system requirements outlined in the online documentation. Specifically, a
minimum of 4 GB of RAM is recommended for Enterprise Manager. Additional
memory may be required depending upon applications being controlled and the
number of expected concurrent users.
74
Enterprise Installation
See Multiple Server Distribution Table on page 46 for the recommended distribution of
servers.
Insert the DVD and navigate to the following folder of your Workforce Optimization
Suite:
SuiteCd2_IntegrationAndThirdPartyComponents
Navigate to the Db-MsSqlServer directory, and then run the file dbSetup.exe.
75
Enterprise Installation
Select I accept the terms of the license agreement, and then click Next.
76
Select an installation location for log files, and then click Next.
Select the Create a New Database option, and then click Next.
Enterprise Installation
77
Enterprise Installation
Type the connection details for your SQL Server, including its name, port number,
and administrator password, and then click Next.
78
Enterprise Installation
79
Enterprise Installation
10 Specify paths for your data and log files, and then click Next.
80
Enterprise Installation
11 The system prompts you to add the Warehouse Database Integration Package to
BPMAINDB. Select No, and then click Next.
The installation starts.
81
Enterprise Installation
Click Next.
Select I accept the terms of the license agreement, and then click Next.
Select an installation location for log files, and then click Next.
Type the details for your Oracle server, including its host name, port number, SID,
administrator user name, and administrator password. Click Next.
You may need to use a fully qualified DNS name for the host name.
Select the Create a New Database option, and then click Next.
82
Enterprise Installation
Accept the default password (blue) for your database, or type a new password.
Click Next to continue.
10 Type paths for the BPMAINDB Data and Index files, and then click Next.
11 Type paths for the BP Temp Tables System and Temp Table Files, and then click
Next.
12 Set up a schedule for maintenance tasks, and then click Next.
13 Click Install.
The installation begins.
14 Click Finish.
83
Enterprise Installation
Insert the DVD and navigate to the following folder of your Workforce Optimization
Suite:
SuiteCd1-ApplicationComponents
84
Enterprise Installation
Select I accept the terms of the license agreement, and then click Next.
85
Enterprise Installation
The installation wizard prompts you to choose a setup type. Select the
Verint Workforce Optimization Production Server option, and then click
Next.
86
Enterprise Installation
87
Enterprise Installation
The AppLink Server Scalability Option dialog opens. Select No, I will only
install a single server, and then click Next.
88
Enterprise Installation
The installation wizard prompts you to select your database type. Select your
database type, and then click Next.
89
Enterprise Installation
The installation wizard asks whether you want to install and configure Scorecards.
Select No, and then click Next.
90
Enterprise Installation
Type the information to configure the connection for your production database
(BPMAINDB) and then click Next.
The Oracle System Identifier which is Oracles term for the database server
instance name.
The database instance Port Name
If you receive errors, make sure you have configured your TNSNAMES.ORA
file correctly and you can tnsping the Oracle service name.
91
Enterprise Installation
10 Type the information to configure the connection for your What If database
(BPWHATIFDB), and then click Next:
The Oracle System Identifier which is Oracles term for the database server
instance name. (same as BPMAINDB)
The database instance Port Name (same as BPMAINDB)
92
Enterprise Installation
11 Click Next to accept the default settings for your WLSAdmin user.
93
Enterprise Installation
94
Enterprise Installation
95
Enterprise Installation
96
Enterprise Installation
17 Enterprise Manager deploys on the Application Server. This step might take several
minutes. After a successful deployment you should see a test browser window with
the message that Application test has completed successfully. The installer dialog
may be hidden behind the application test window.
Click Next on the main installer dialog. You can also close the test browser window.
18 Select Yes, I want to Install the WebLogic Service now to install the
Application Server as a service, and then click Next.
You may be prompted with dialogs similar to some previous ones due to the setting
up of the WebLogic Service.
If you do not select the option to run as a service, you will need to start the
Weblogic Server manually from a command prompt.
97
Enterprise Installation
98
Enterprise Installation
99
Enterprise Installation
21 Select No, do not install Pop-up Server, and then click Next.
If you do not select the option now, you can install it later. You can access the
Popup server and Popup client installers from your installation DVD.
22 When this installation finishes, the Enterprise Manager login screen displays in a
browser window. The browser window might be hidden behind the installer dialog.
In your installer dialog, click Next to continue. You may have to wait until the Next
button is enabled.
You can either close the EM login window or keep it open until you are ready for
your license tasks.
To log into Enterprise Manager, use the username wsuperuser and the
password pumpkin1.
100
Enterprise Installation
101
Enterprise Installation
23 Click Finish.
Setting up a license
1
Locate the license file, EMOnlyLicense.xml, on your DVD within the folder
\AppServer\EM.
Log on using wsuperuser as your user name, and pumpkin1 as your password.
After you login, a message appears stating that your license has expired.
Click Update License.
102
Enterprise Installation
Click Browse... in the Upload License File window and navigate to your license
file.
103
Enterprise Installation
104
Enterprise Installation
105
Analyzer Installation
Analyzer Installation
Analyzer is an optional component for your Recording system, for IP environments
only. Analyzer servers offer call control forwarding, a feature that routes call control
traffic to specific Recorders. This is useful when:
z
Your network topology normally prevents some Recorders from seeing call control
traffic
You want to reduce load on Recorders by only forwarding them call control traffic
for nodes they record
You must install Analyzer on a server by itself. Use the Analyzers Recorder Manager to
ensure proper functioning and configuration.
Before setting up an Analyzer server, ensure that the server meets the hardware and
software system requirements.
You must use the Typical installation type to install Analyzer.
Installing Analyzer
1
Type the server name and port number of your Enterprise Manager Authentication
Server. Click Next.
106
Analyzer Installation
In the Start Copying Files window, verify the settings you have selected, and then
click Next to continue or click Back to make changes.
107
Launch Recorder Manager and, after typing your user name and password, click
Preferences.
Click Save.
108
Port Usage
Port Usage
The following table shows default TCP server port usage for Recorder systems and
whether they can be configured.
Server
Component
Server
Port
Configurable?
Accept
Connections
only from
localhost?
Description
IPCapture Engine
1464
No **
No
7734
Yes
No
42421*
Yes
Yes
1462
No **
No
42421*
No
Yes
1463
No **
No
42423*
No
Yes
Alarmer
50001*
Yes
Yes
Archiver
2500
Yes
Yes
Recorder
Manager
8080
Yes
No
Recorder
Manager
8443
Yes
No
Attributes
(eWare) DB
(Oracle)
1521
No
No
Attributes
(eWare) DB (SQL
Server)
1433/
1434
No
No
TDM Capture
Engine
Screen Capture
Engine
109
Port Usage
Server
Component
Server
Port
Configurable?
Accept
Connections
only from
localhost?
Description
Workflow DB
(Postgres)
5432*
Yes
Yes
Live State
3500
Yes
No
Viewer
80
Yes
No
443
Yes
No
1430,
1431
No
No
1433
No
No
RTP Audio
1430
No
No
1431
No
No
RTP Audio
Recorder Web
Service
3435*
Yes
Yes
Enterprise
Manager
7001
Yes
No
7002
Yes
No
Content Server
50100
Yes
No
Content Server
50150
Yes
No
Recorder
Controller
3082
No
No
eQuality Connect
Adapter V6
3020
Yes
Yes
Observer
Web Observer
110
Port Usage
Server
Component
Server
Port
Configurable?
Accept
Connections
only from
localhost?
Description
Integration
Framework
3080
No
No
Tomcat
8080
Yes
No
Tomcat
8443
Yes
No
Viewer/IIS
80
Yes
No
Viewer/IIS
443
Yes
No
7443
Yes
No
Screen Capture
Module
4001
Yes
No
4004
Yes
No
Admin port
Cisco Viewer
Nortel DMS
Viewer B
* These ports are local to the server and do not require to be allowed on firewalls.
** While the port is configurable on the capture engines, the changed port value is not
communicated to Integration Services. Therefore, the port is configurable if integrated with
Unify. The port is not configurable when integrated with Integration Services
111
Chapter
Post-Installation Tasks
This chapter describes licensing and initial configuration tasks that you perform
after the installation to set up and verify the installation. After you have
successfully placed and viewed a test call, the installation is complete.
You do not have to assign ports for Recorder components, as this is done
automatically by the installation program.
You must be a user with Administrator rights to carry out any
configurations with the Recorder Manager.
After installation, you should carry out the steps below, in the order listed.
1
Configuring Alarms
Configure Alarms to set up the presentation of the various alarms raised by a
Recorder, such as whether the alarm sounds and who should be notified. These are
the same alarms that display in the Enterprise Manager, if one is present, when
triggered. In this step, you configure Alarms to set up the presentation of the
various alarms raised by a Recorder, such as whether the alarm sounds and who
should be notified. These are the same alarms that display in the Enterprise
Manager, if one is present, when triggered. For more information, see the System
Administration Guide.
You will also set alarm notification profiles (Setting Alarm Notification Profiles)
associated with specific recorder alarms to add the profile of another system
administrator or user who will be notified by email when the alarm is triggered.
Configuring Viewer
If you install the Viewer application, there are a number of configuration and
administration tasks you must complete to set up your system. For more details,
see the Viewer Installation and Administration Guide.
113
The licensing key includes options to enable or disable audio and screen channels
(Enable Audio and Enable Screen). The Number Of Channels field is a common field
in the license key for both audio and screen channels. It gives the total number of
concurrent licensed recordings for Audio if enabled (Enable Audio is selected) and the
total number of concurrent licensed recordings for Screen if enabled (Enable Screen is
selected).
Each Capture Engine (audio or screen) has its own pool of Channels, so that if a
particular Capture Engine runs out of licensed channels then it cannot use a licensed
channel from the other Capture Engine. For example, if both Audio and Screen are
Enabled and Number Of Channels is set to 200 then 200 licensed concurrent Audio
recordings and 200 licensed concurrent Screen Recordings are allowed. If an Audio
Capture engine processes 200 concurrent recordings and the Screen Capture Engine
processes 99 concurrent recordings then if a new start record request comes to Audio
Capture Engine to record on a new channel then Audio Capture Engine returns an error
message and raises an alarm indicating it exceeded the licensed concurrent channels
limit as it is already processing the 200 concurrent recordings. In effect, the Audio
Capture Engine cannot use a channel from the Screen Capture Engine channel pool,
where some licensed channels are idle.
The type of license depends on the license key provided to you. This information shows
in the license window after your license application has been processed. License
information also shows in terms of a soft license in the Recorders status summary
page.
114
90. When the recorder reaches 91 concurrent recordings, the License Reaching Max
Limit alarm is triggered. This alarm warns you that you are approaching the real
license limit (but have not yet exceeded it). When call or screen recording number 101
appears, the recorder does not record it, and the alarm License Max Limit Reached is
triggered.
There are times when the soft limit may be of no value. If you have a TDM Recorder,
you may have purchased a concurrent recording license equal to your number of
channels. In this case, the alarms mentioned above may be less interesting to you
because you would never have to worry about having more calls or screen recordings
than you can record, because this is not possible. If the alarm is of no value, you could
go into the Alarm configuration in Recorder Manager and disable the License Reaching
Max Limit alarm so that you do not get a warning message or e-mail every time the call
center has a busy day.
At any time while using the Recorder Manager you can access the license screen by
choosing System > License.
NOTE: The 10-Day trial license and permanent license radio button options appear only at the
first time a recorder's license is configured. After that, only the License option is available.
115
In the Site License window do one of the following and then click OK:
If you choose the 10-Day Trial License option, enter the serial number supplied or
enter a pre-determined 6-digit serial number in the range 600000 - 699999. This
license is good for recording up to 400 concurrent calls or screen recording
sessions, which are maintained if you choose to upgrade to a full license. Finish by
clicking Update in the license summary screen that displays.
If you chose the License option, follow screen instructions and then enter an
Activation key for your full license.
116
Click Activate. You must restart the Recorder server for the changes to take effect.
In the Recorder Manager click System > License. The License screen displays.
Click Activate.
NOTE: If the license has an Expiration date, a warning message displays during the
final 10 days.
117
Click a card to highlight it, and then set all appropriate fields, including Switch type,
E1/T1, Framing, Line Coding, and any other known parameters according to the
following:
Record
Method
Card Setting
Channel Setting
CTI/UNIFY
Driven Only, No
Recording
without Unify
when in Fallback
Mode
N/A
Vox Enabled =
This Setting Is
Not Used
CTI/Unify During
Normal
Operation, Tap
Sense During
Fallback Mode
Vox Enabled =
Checked
ISDN D-Channel,
Robbed Bit CAS bits,
Digital Extension Tap
Events or Line Voltage
Vox Enabled =
Unchecked
Start on Tap =
FallBack
Stop on Tap =
FallBack
CTI/Unify
Tagging Only (or
No Unify
Scripting At All)
with Tap Sense
Always Enabled
for Start/Stop
Recording
Vox Enabled =
Checked
ISDN D-Channel,
Robbed Bit CAS bits,
Digital Extension Tap
Events or Line Voltage
Vox Enabled =
Unchecked
Start on Tap =
Always
Stop on Tap = Always
When prompted, restart the server, and then repeat this procedure for any
additional cards.
118
Click a card to highlight it, then set all appropriate fields, including Switch type,
E1/T1, Framing, Line Coding, and any other known parameters according to the
following:
Record Method
Channel Setting
N/A
Start on Tap =
FallBack
Stop on Tap =
FallBack
Start on Tap =
Always
Stop on Tap = Always
119
With Recorder installed and running, place a test telephone call and then hang up.
You can use a utility to place this test call. For information on the utility, see
the documentation in TestCallsReadme.txt (generally located in <Installation
Directory>\ContactStore).
Note:
Click Status > Status Summary and, in the Capture area, confirm that Total Calls
and Calls per minute show the call you just recorded.
Click General Setup > Recorder Settings, and then identify the location of the
Call Buffer, such as D:\Calls.
Open the folder (such as D:\Calls) that contains the Call Buffer and ensure that it
contains a file representing the call.
The name of the file is based on the Serial number and Inum, which are
combined.
Note:
The Recording should play through the speakers on your computer. If the recording
does not play, follow these troubleshooting steps:
z
Make sure that your sound card is working. For example, check that sounds are
created from other applications.
120
With Recorder installed and running, place a test telephone call, and then hang up.
You can use a utility to place this test call. For information on the utility, see
the documentation in TestCallsReadme.txt (generally located in <Installation
Directory>\ContactStore).
Click the Speaker symbol on one of the rows to replay the call.
The call should appear in an energy envelope at the bottom of the page.
121
In the Recorder Manager click Alarms > Notification Profiles. A list of alarm
notification profiles is displayed.
122
Field
Description
Profile Name
SNMP Nodes
Assigned to
Alarm
E-Mail
Addresses
Click Create, Edit, or Delete to add a new profile, edit an existing profile, or delete
a profile, respectively, as described in Creating or Editing an Alarm Notification
Profile on page 123 and Deleting an Alarm Notification Profile on page 125.
In the Recorder Manager click Alarms > Notification Profiles. A list of alarm
notification profiles is displayed.
Click Create or select a profile and click Edit. The Alarm Notification Profile screen
shows.
123
Field
Description
Profile Name
Assigned to
Alarms
To Email
Addresses
Email
Notification
Language
124
Field
Description
Available SNMP
nodes
Assigned SNMP
nodes
Click Save.
Click Delete.
125
Chapter
Uninstalling and
Upgrading
This chapter describes installation tasks that you may be called upon to perform
after the initial installation of Recorder. These tasks are described in the
following sections:
z
Pre-upgrading Tasks
Upgrading Viewer
Migration to v7.8.1
Click Change/Remove.
When prompted to Remove your installation, select Remove and then click Next.
127
Pre-upgrading Tasks
Pre-upgrading Tasks
Perform an upgrade for a new release, service pack, build, or hot fix only if the
Recorder is already installed and you have the original installation DVDs. You can
identify the new build or service pack from the version number.
With the current Recorder installer, you can upgrade from 7.6.2 and 7.7.1
versions. If you have installed any other versions of Recorder other than the
supported ones, it is recommended that you upgrade to 7.6.2 or 7.7.1
versions of Recorder, and then to 7.8.
Before starting the upgrade, you need to identify which servers are being upgraded,
and which servers are acting only as TDM Recorders, which server hosts Viewer, which
server hosts Unify, and which server hosts the eWare Database. If this solution is a
single-box configuration, all of the components are hosted on one system.
You cannot use Terminal Services in any portion of this upgrade. Programs,
such as, pcAnywhere, GotomyPC provide console level remote access to the
server or servers being upgraded. Make sure the account used to login has
administrative privileges.
Select Start > Programs > Microsoft SQL Server > Enterprise Manager.
Right click the eWare Calls database on the SQL Server Enterprise Manager
window.
Select Properties.
Click the Data Files tab in Properties to locate the database files.
Record the location of the database files for use during the upgrade.
128
Pre-upgrading Tasks
This process may take several minutes depending on the size of the log files in the
ContactStore or Unify directories.
Right click on a blank space in the directory window, and select Paste. Copies of the
selected directories are created.
When you locate the ComPlus Applications directory, locate the directory that
begins with {A639A196-...
Right click on a blank space in the directory window, and select Paste. A copy of
the selected directory is created.
129
Pre-upgrading Tasks
If you do not know the Service Account and the Work Flow Account
passwords, you can safely reset them. Navigate to Administrative Tools >
Computer Management > Local Users and Groups and select Users.
Right click on ServiceAccount or WorkFlowAccount, and select Set
Password.
If the ServiceAccount password is changed (and it is the account that Viewer
runs under) you must:
a.) Enter the password in the Identity tab of the Application Portal Com+
application.
b.) Enter the password for the CacheManager scheduled task.
2
The System Administrator (SA) account username and password for the SQL or
Oracle database.
130
Pre-upgrading Tasks
z
z
This is especially crucial for MSDE to SQL Express upgrades. See Specific
Recommendations for MSDE to SQL Express Upgrades on page 131.
The current Recorder installer supports upgrade from 7.6.2 and 7.7.1 versions. When
you upgrade your Recorder, the installation program upgrades the Recorder software,
the JDK, and your SQL Server 2005 Express or SQL Server database. If you have a
large SQL Server database, see Upgrading Large SQL Server Databases.
If you use Oracle, you must upgrade your database manually using the scripts
provided with your Recorder. Do this before upgrading the Recorder itself. See
Upgrading an eWare Oracle Database.
Before you begin the backup, identify and ensure that duplicate logins are not
present. Duplicate user logins that are present during the MSDE-to-SQL Express
upgrade can result in total database loss.
Use a tool, such as Enterprise Manager, to examine the Security Logins folder. The
screenshot below shows an example of the duplicate user logins. The problem is
that two users exist with the same name. Note the two occurrences of
"WALTER/SystemAdmin".
To resolve the issue prior to upgrade, delete one of the two duplicate occurrences
using your tool.
131
Pre-upgrading Tasks
If a tool such as SQL Enterprise Manager is not available, there is a script file that can
be run manually to correct the problem.
1
RemoveDuplicateLogins.sql
RemoveDuplicateLogins.bat
Open the Command Prompt window and navigate to the temporary folder.
132
Pre-upgrading Tasks
Type:
sp_password 'CurrentPassword', 'NewPassword', SA
Type:
go
Type:
quit
133
Pre-upgrading Tasks
Take a backup of the eWare databases on SQL Server 2000 system. Refer to
the Microsoft SQL Server 2000 documentation for instructions. Information on the
procedure is also available at
http://msdn2.microsoft.com/en-us/library/ms187048.aspx.
134
Pre-upgrading Tasks
Take the backup the SQL Server 2000 database and restore it to a SQL
2005 Server.
- Install Microsoft SQL 2005 Server.
- Be sure that SQL Server 2005 is properly configured. (Refer to SQL Server
2005 Configuration on page 32.)
- Copy the backup files to the SQL 2005 system.
- Restore the eWare database backups on the SQL 2005 system. Refer to the
Microsoft SQL Server 2000 documentation for instructions. Information on the
procedure is also available at
http://msdn2.microsoft.com/en-us/library/ms187048.aspx.
- Fix the SQL Server Logins. Follow the instructions in the section Updating the
SQL Server Logins to resolve issues with the SQL logins.
Open the following script from the 7.8 SP3 (CD or DVD):
\Database\SQL Server
Scripts\Migration\Fix_EwareLogins_After_Changing_Server_machine_781.sql
Note:
135
Pre-upgrading Tasks
Sites at risk
The database changes can affect high-volume enterprise customers, and customers
who have had systems for a number of years. In particular, those systems with large
numbers of calls (EWareCalls.tblCalls), IP Calls and archived calls (Media.Filestore),
and audit records (Audit.Event) can be affected. Upgrade speeds vary according to
database size and hardware specification.
Before installing the Recorder, resize your SQL databases based on the
projections for your sites. The default database size and growth factor are not
enough for larger sites.
A large database is defined as a database with tables containing 5 million or more
rows. To determine the number of rows in a table, do one of the following:
z
Open an SQL Server Query Analyzer window, and run the following query:
SELECT COUNT(*) FROM dbo.tablename
This query can significantly affect database performance for a large table.
Particular issues
EWareCalls.tblCalls table
The addition and population of a new date field in the EWareCalls.tblCalls table can
take up significant new disk space, and writes an update for every row into the
transaction log while the update is in progress.
To determine the amount of new disk space that is required, use the following formula:
Additional required disk space in MB = (number of rows on EWareCalls.tblCalls * 8) /
(1024*1024)
A similar amount of transaction log space is required.
To minimize the amount of additional disk space that is required, do the following, if
possible:
z
Delete calls that are no longer on disk and on tape/archive, and that are no longer
required.
136
Pre-upgrading Tasks
Use the purge routines in SystemAdmin or set scheduled tasks to run the stored
procedures for housekeeping.
Audit.Event table
Changing column types to allow double-byte characters can take up significant new
disk space because the size of each of the ten columns is doubled. This change can also
use significant amounts of tempdb space.
To determine the amount of new disk space that is required, use the following formula:
Additional required disk space in MB = (you should allow for the Audit.Event table to
double in size)
To minimize the amount of additional disk space that is required, truncate the
Audit.Event table before running the upgrade, if the events are not being saved for
historical purposes.
Adding Indexes
Adding indexes to tables can take up significant new disk space. To determine the
amount of new disk space that is required for the following tables, use the associated
formulas:
z
To minimize the amount of additional disk space that is required, do the following, if
possible:
z
Back up and truncate the transaction log before running the index creation
process.
Ensure that the transaction log has sufficient room to store projected index and
concurrent user transactions
Delete unwanted records from tables using the stored procedures for
housekeeping.
Check that the database recovery model is suitable for large index operations.
Bulk-logging or simple recovery models are preferred.
Check that sufficient free space is available for new indexes. Use the formulas
listed above to estimate the required disk space.
Check that sufficient tempdb space is available to handle large sort operations,
and operations involving temporary tables.
137
Pre-upgrading Tasks
It is not required to upgrade your existing 9i database to 10g. You can elect to keep
the 9i database and setup a separate 10g database. If you choose to setup a separate
10g database, you must use the procedure, Migrating data from 9i to a new 10g
database, to migrate the 9i data to the 10g database.
Additionally, you can upgrade directly on the 9i database server to 10g. After the
upgrade, use the procedure in the section, Upgrading an eWare Oracle Database on
page 138, to migrate the data to the newly upgraded 10g database.
Run the create users script on new server. The create users script is located
Recorder installation folder \OracleDatabaseScripts.
Run the create tablespaces script on new server.The create tablespaces script is
located Recorder installation folder \OracleDatabaseScripts.
Run the create synonyms script. The create synonyms script is located Recorder
installation folder \OracleDatabaseScripts.
Copy the scripts to a directory on your database server. Or change your directory to
where the Oracle MigrationScripts are located using the command prompt.
Find out the Current version of the ATLAS Database Schema with the below query
after connecting to the database
SELECT VERSIONNUMBER FROM VERSION;
The default password for ATLAS has been hardcoded in the .BAT file.
138
The default password has been hardcoded in the .BAT file. If the default password is
changed to any new password, edit the .BAT file and replace the default password
with the new one. The .BAT file execution will be stopped in the middle if the
migration scripts execution generates any error.
Rectify the error by editing the corresponding migration script and re-run the
Migration Scripts from the point where it had halted.
The following command should be executed if the Oracle database upgrade (from 9i
to 10g) is taking place before the Witness database schema upgrade to 7.8.
PreUpgradeInstall <System Password> <NetServiceName>
This command should be executed for the successful completion of the Oracle
upgrade from 9i to 10g if the Oracle upgrade is taking place before the Witness
database schema upgrade to 7.8.
139
Additionally, various configuration states which could result in the upgrade to 7.8.1
failing will be detected and resolved.
To ensure that the upgrade from Recorder 7.7.x to Recorder 7.8.1 is a smooth and
error free process, you need to run a clean-up utility prior to the upgrade. This utility is
necessary for the Recorder (TDM or IP) or Analyzer components only.
All existing information in the LoginInformation table will be lost when this
script is run.
Note:
Execute the normal process for upgrading from Recorder 7.7.x or Analyzer 7.7.x to
7.8.1. See the next sections.
Do not reboot when 7.8.1 upgrade installation has completed.
When the upgrade installation is complete a dialog box will be presented prompting
to restart the server. Do not restart. Click the No button.
Complete any post-reboot operations that need to be performed as part of the 7.8.1
upgrade process.
The files that were removed or changed as part of the smoother operation are backed
up to a smoother folder. By default, this folder is C:\Program Files\Witness
Systems\Updates\Smoother
140
Upgrade Procedures
Important:
Before upgrading, please note the configuration of your adapters. Once the
upgrade is complete, you must re-create the adapters following the procedures
outlined in the Integration Service Guide.
If you are upgrading from Recorder v7.6.2, you must turn off the Internet
Explorer Enhanced Security Configuration prior to running the upgrade. For
details, see Additional Required Components on page 24.
If you are planning on upgrading from a 7.8.0 version of Recorder to the 7.8.1
version and you will be upgrading to the 7.8.1 Enterprise Manager, follow this
sequence:
Upgrade to the 7.8.1 Enterprise Manager.
Upgrade to the 7.8.1 Recorder. Until you have upgraded to the 7.8.1 Recorder
and migrated your data, you will not receive updates from the Enterprise
Manager.
1
Insert the installation DVD. If the autostart window opens, close it.
Click Run.
141
The installer recognizes the solution (Single Server or Multi-server, TDM or IP) and
starts the installation process. If you upgrade individual components (custom
install), the installer recognizes the existing components and upgrades it to a newer
version. The installer removes the previous version of Viewer components from an
old location and installs the newer version of Viewer components into a new
location.
An error may appear when the system installs Tomcat if the default port
(8080) is already in use. If this occurs, use the alternative port 8085.
It is recommended that you give the same path for installation files and
database that was previously given for the 7.6.2/7.7.1 installation.
8
If prompted, type Windows User Account information and Workflow User Account
information. For more details on each wizard, refer to Custom Installation on
page 60.
If you do not know the Work Flow Account password or ServiceAccount
password, you can safely reset them. Navigate to Administrative Tools >
Computer Management > Local Users and Groups and select Users.
Right click on ServiceAccount or WorkFlowAccount, and select Set
Password.
If the ServiceAccount password is changed (and it is the account that Viewer
runs under) you must:
a.) Enter the password in the Identity tab of the Application Portal
Com+ application.
b.) Enter the password for the CacheManager scheduled task.
142
Click the Apply button to confirm your selections. This sets the value for all
components.
You may customize individual components by selecting them from the Choose
Component list and changing the values.
13 If you have upgraded from a previous MSDE version to SQL Express, you must
manually set up the database maintenance jobs.
a. Navigate to Control Panel > Scheduled Tasks.
b. Use Add Scheduled Task to set up the daily and weekly database jobs:
\Witness Systems\Database Files\DailyMaintenance.bat
This should be scheduled daily (except Sunday) during an offpeak load period.
\Witness Systems\Database Files\WeekEndMaintenance.bat
This should be scheduled on Sunday during an offpeak load period.
14 [Optional] If you want to use Integration Service instead of Unify, then you have to
add the following text under <x:serverroles> in the ..<Installation
Directory>\ContactStore\RecorderGeneral.xml file:
<x:serverrole>INTEGRATION_FRAMEWORK</x:serverrole>
Upgrade from a Recorder installation without Unify will not have the
Integration Service installed. If you want to add the Integration Service,
then navigate to
Recorder\RecorderInstallation\InstallKit\IntegrationService folder in your
installation DVD and run the IntegrationService.msi file.
15 [Optional] You can install new Screen Capture Engine for recording Agent Screen
Activities. For more details, refer to Screen Capture Module Installation on
page 178.
143
16 If you upgraded a TDM Recorder, launch Recorder Manager and choose General
Setup > Voice Cards.
If a card appears as Removed in the Recorder Manager voice card configuration
page, you must restart the system again. This occurs if the Recorder detects the
voice card before the operating system initializes the driver.
17 If you upgraded an IP Recorder, note that the protocols used in the previous version
are not automatically carried forward. To resolve this, you must specify the
protocols again. To do this:
a. Launch Recorder Manager.
b. Choose General Setup > Network Settings > Protocols.
c. Choose the applicable protocol.
d. Click Save.
18 Commission and validate the installation as described in Verifying the
Installation on page 120.
144
Upgrading Viewer
Upgrading Viewer
If you are upgrading Viewer to 7.8.1, select Viewer and continue through the
installation wizard as you would for a regular Viewer installation.
When you upgrade from a previous version to v7.8, the Capture Platform port
number is not carried forward. You must manually insert the correct port
number 50100 during the upgrade.
The Viewer upgrade process retains existing default templates and queries
because they may have been customized. If you upgrade from a version prior
to 7.8.0 to 7.8.1, you may need to add screen query templates and queries.
To add new templates, you can use the Viewer Query Template Generator.
See the section, "Creating Queries", in the Viewer Installation and
Administration Guide.
For information on upgrading Viewer to 7.8 SP3, see the Viewer Installation and
Administration Guide.
145
If you have upgraded from an Enterprise Manager prior to and including 7.7.1, you
need to remove BPFX adapters manually. After 7.7.1, BPFX adapters are no longer
needed.
If you skip this step (removing the BPFX adapters) prior to upgrading the
database and the Application server, you must upgrade the Integration Server.
After upgrading the Integration Server, you must run the steps below.
To remove BPFX adapters, do the following:
146
In order to maximize performance, run the installer locally on the SQL Server
machine where the Enterprise Manager BPMAINDB is installed. Running the
installer on a remote MS-SQL Server is not recommended.
Make sure your MS-SQL Server is using mixed-mode authentication. Since the
database installer and the Application Server are both java applications, NT
Authentication will not work.
If you encounter any errors during setup, refer to the log files created in the
destination directory entered in Step 4 below. The default location is C:\Program
Files\Witness Systems\WFO Database Installer Logs.
Before you will be able to proceed with the upgrade, setup will require that you
back up the BPMAINDB database. This will ensure that if there are any problems
with the upgrade, you will be able to restore the original database and run the
upgrade again.
For all upgrades to 7.8.x, you must upgrade your database(s) from MSSQL Server
2000 to MSSQL Server 2005 before you can proceed with the SQL upgrade. Follow
instructions within EM Database Migration from SQL Server 2000 to SQL Server
2005 on page 156.
Specify the location of the installation log files and click Next.
Select the option Migrate or Upgrade an existing Database and click Next.
Select the option Upgrade data from all existing Suite Databases to newer
versions and click Next.
147
Enter the MS-SQL Database Server Name, the Port, and the Database Admin
Password for the EM databases, and click Next.
Setup searches the SQL server and now shows you which WFO Suite databases are
installed. Click Next.
If you get no warnings go to Step 9, otherwise, refer to Troubleshooting Enterprise
Manager BPMAINDB SQL Warnings on page 158.
The upgrade process begins. The next screens display the progress of the upgrade.
Once the installation is complete, click Finish.
Make sure the TNSNAMES.ORA file is configured correctly for your Oracle Server.
You must run the installer locally on the Windows/Solaris/Linux Oracle Server
machine. The installer needs to create files and folders locally used by the Oracle
server.
If you encounter any errors during setup, refer to the log files created in the
destination directory entered in Step 4 under Installing below. The default log
path locations are:
C:\Program Files\Witness Systems\WFO Oracle Database 7.6. x.x
Before you will be able to proceed with the upgrade, setup will require that you
back up the BPMAINDB database. This will ensure that if there are any problems
with the upgrade, you will be able to restore the original database and run the
upgrade again.
This upgrade process will upgrade all Suite databases installed on each Oracle
server by running the setup one time.
148
Example: If you have BPMAINDB installed on a single Oracle server, its database
will be upgraded by the setup.
z
z
From File Manager, upgrade the Enterprise Manager database by double clicking the
setup file:
dvd\SuiteCd2_IntegrationAndThirdPartyComponents\Db-Oracle\setupwin32console
.exe
Specify the destination directory for supporting files (including the setup log)
created by the installer and click Next.
Enter the Oracle Host Name, the Port, SID, Admin Username, and Admin Password,
and click Next.
The Host Name may need the fully qualified DNS name (e.g.
machine.qa.bluepumpkin.local)
Setup searches the Oracle instance and shows you which Suite databases are
installed. Click Next.
The upgrade process begins. The next screens display the progress of the upgrade.
Once the installation is complete, click Finish.
149
Follow steps in the Migration to v7.8.1 section to upgrade the Recorders configured
previously in v7.6.2 or v7.7 EM.
Do not use Add/Remove Programs to uninstall. Doing so will not remove all
components completely.
You must perform all remaining steps on the Production Application Server
(WebLogic).
To uninstall the Production Weblogic Service, select Start > Programs > BEA
WebLogic Platform 8.1 > User Projects > ProductionDomain > Uninstall
Windows Service.
The Production Weblogic Server name in the step above can also appear with
a BEAHOME # - e.g. BEA WebLogic Platform 8.1 (BEAHOME 2).
The number is automatically generated by the number of times Weblogic has
been installed. You know if you are uninstalling the Production server by the
ProductionDomain folder.
When you uninstall the service, a DOS window displays and notifies you whether or
not the service was uninstalled successfully. You may see the following error:
OpenService failed - The specified service does not exist as an installed service.
(0x424)
If you see this error, it means you did not have the service installed. This is a
harmless error, you can proceed to the next step. You can close the DOS window.
To uninstall the Production Server Components, select Start > Programs > BEA
WebLogic Platform 8.1 > User Projects > ProductionDomain > Uninstall All
Blue Pumpkin Suite Server Components
A DOS window will open and show you the progress. When the process
completes, close the DOS window.
Manually delete the directory where the earlier version was installed.
You must delete this directory before you reinstall the Production Application
Server, otherwise the install program notifies you that the folder already exists.
150
Make sure you have at least 500MB of free space in your TEMP directory.
DVDROOT\SuiteCd1_ApplicationComponents\AppServer\setupAppServerWin32.exe.
If you plan to install Application Server on a single system with a 512MB
heapsize, you can run:
DVDROOT\SuiteCd1_ApplicationComponents\AppServer\EM\installEMonSin
gleServer.bat script.
2
The next screen allows you to choose which of several different Application Server
types to install. Select the first option Workforce Optimization Suite
Production Server and click Next.
Enter the destination directory for the Production Application Server and click Next.
This directory will also contain the installation log file.
The AppLink Server Scalability Option dialog opens. Select No, I will only
install a single server, and then click Next.
The next dialog prompts for the type of Database Server. Select Microsoft SQL
Server and click Next.
Configure the connection (data source) for your main production database
(BPMAINDB). Enter the following information:
For SQL Server:
z
For Oracle:
z
151
If you receive errors, make sure you have configured your TNSNAMES.ORA
file correctly and you can tnsping the Oracle service name.
Click Next.
10 Configure the connection (data source) for your What If database (BPWHATIFDB).
Enter the following information:
For SQL Server:
z
For Oracle:
z
Click Next.
11 If you want to change the default password for the WLSAdmin user, type the name
of the new password and click Next.
12 Enter the Application Server information:
z
152
18 Select Yes, I want to Install the Weblogic Service now to install the Application
Server as a service (recommended).
If you do not select the option to run as a service, you will need to start the
Weblogic Server manually from a command prompt.
19 Click Next on the Generating config.xml for BEAWebLogic dialog.
20 Click Next on the Updating Uninstall XML dialog.
21 Select No when prompted to install Pop-up Server.
If you do not select the option now, you can install it later.
22 When this installation finishes, the Enterprise Manager login screen displays in a
browser window. The browser window might be hidden behind the main installer
dialog. In your main installer dialog, click Next to continue. You may have to wait
until the Next button is enabled.
23 Click Finish. You can either close the EM login window or keep it open until you are
ready for your license tasks.
24 Reconfigure the Weblogic settings (including any security settings). After the
upgrade, the certificates from previous EM installs are not transferred over to the
new installation. Also other settings may have changed in the Weblogic
configuration which might be lost as part of the upgrade.
25 You must disable the Integration Server (BPFX) which is listed as Witness
Integration Server in the Windows Service Manager. If you did not remove the BPFX
adapters during your preparation for upgrade, you must:
a. Upgrade the Integration Server (see Upgrading the Integration Server on
page 155)
b. Then remove the BPFX adapters (see Prepare for Upgrade on page 146)
Locate the license file on your DVD within the folder \AppServer\EM named
EMOnlyLicense.xml.
Follow the steps below depending upon whether you are a new installation or an
upgrade installation:
New Installation:
153
a. The license window should pop up when you log in. Click on Browse... and
navigate to the new license file, select it and click Open.
b. In the Upload License File dialog, click Done.
Upgrade Installation:
a. Click on the System tab (upper tabs, far right of screen).
b. Click on the Administration tab (in green header bar).
c. Click on the License tab (in green header bar).
d. Click Update License (bottom right of screen).
e. Click on Browse... and navigate to the new license file, select it and click Open.
f.
Americas
Asia Pacific
Stop the application server by going to Control Panel > Administrative Tools >
Services and stopping the Application Server service. The name of the service is a
combination of the domain name and the server name, typically
WFO_ProductionDomain_ProductionServer.
Start the application server service. It will take between 5 to 10 minutes to restart
the Application server and deploy.
154
Click the System module on the top navigation level (you might need to scroll
horizontally to get to it).
Click on the Administration section, and then on the License section on the
secondary navigation level. The license page will display the licensed components,
expiration date, and the number of licensed employees and units.
Verify the license data and contact Verint if you see any problems.
Follow steps in the Migration to v7.8.1 section to upgrade the Recorders configured
previously in v7.6.2 or v7.7 EM.
From the Recorder DVD, launch the Integration Server setup by running:
DVDROOT\SuiteCd2_IntegrationAndThirdPartyComponents\Integration-Server\Se
tup.exe
If the Integration Server Service is running, you are asked if you want to stop all
running Verint Systems Exchange applications. Click Yes.
When the Welcome screen appears, select Reinstall and click Next.
Setup will show a message that states it backed up the Packages folder. Click OK.
The installation process of the Integration Server begins. When the installation is
complete, you should get an informational message with the location of the
System.properties file. Click OK.
The setup program will launch the Integration Server Third Party setup. When the
Welcome screen appears, select Reinstall and click Next.
The installation process of the Integration Server Third Party begins. When the
installation is complete, click Finish.
Back in the main setup screen, click Finish to complete the installation.
155
Migration Steps
The term "Database", as used in this section, refers to Enterprise Manager
BPMAINDB.
1
156
Take the backup the SQL Server 2000 database and restore it to a SQL
2005 Server.
- Install Microsoft SQL 2005 Server.
- Be sure that SQL Server 2005 is properly configured. (Refer to SQL Server
2005 Configuration on page 32.)
- Copy the backup files to the SQL 2005 system.
- Restore the backup into the database on SQL Server 2005, replacing the empty
database freshly installed:
a.
Select Microsoft SQL Server 2005 from the Program Group, choose SQL
Server Management Studio.
b.
c.
Expand the Database Engine node, follow by the SQL Server 2005
Instanced name (if SQL Server 2000 and SQL Server 2005 coexists)
Example: <hostname> or <hostname>\<instanced_name>
d.
e.
f.
3
Run the SQL DB Installer on the SQL Server 2005 database to upgrade.
157
If you still get active connections, start SQL Enterprise Manager. Navigate to
local (server) > Management > Current Activity > Process Info.
g. In the window on the right, look at the Database column and determine which
process is connected to the BPMAINDB database. If needed, disconnect the
network cable from the machine that wont free the connection until the setup is
completed.
h. Once again in the setup, test if you cleared the open connections by clicking
Next to the two screens for migration.
158
Check the machine name and TCP/IP address by running the following from the
DOS prompt:
ipconfig/all
Save the network configuration to a file for future reference by running the
following command:
ipconfig/all > C:\networkInfo.txt
159
Migration to v7.8.1
Migration to v7.8.1
This section describes the upgrade and migration scenarios and highlights the
management of older Recorder versions in a v7.8.1 EM environment.
1
Click Create new Data Source or Use Existing Data Sources to complete
entering details. When finished, click Save.
Click Save. The system saves the Recorder and updates the Server roles in
Settings.
z
z
If only a single Recorder is being migrated, the Migrate Recorder window displays
If multiple Recorders are migrated, the Migrate Recorders Summary window
displays
For more details on creating installation and data source, refer to the Enterprise
Manager Administration Guide.
160
7.8
7.8.1
7.8SP3
Current Version
7.7.1
Yes
Yes
No
7.8
N/A
Yes
No
7.8.1
N/A
N/A
Yes
Upgrade Overview
The specific procedures for upgrading a site depend on the on the topology in place.
However, there are some best practice recommendations regarding order of installs
and databases:
z
z
z
z
z
Refer to the Release Notes included on the installation DVD for the most
up-to-date upgrade instructions.
If you have Enterprise Manager installed, you must upgrade that component first.
If it is not possible to upgrade all components of the system at the same time, it is
recommended to upgrade the center first (Viewer, database, Archive, Adapters).
Upgrade the Recorders and Vision clients in a later phase.
Back up the EwareCalls, EwareConfig, Media and EyretelSite database prior to
applying SP3.
The database should be upgraded from the server where the install kit was
originally run with Database component selected. If it is not known which server
was originally used to install the database, or if that server is no longer available,
161
or if the original database install was made by manually running the database
scripts, or if for any other reason the database schema is not being updated by the
SP3 install kit, then the database scripts can be run manually. These are located
on the SP3 media in the Database directory. For instructions, please refer to
"Manually running SQL Server database schema update" in the Notes section of
the Release Notes included on the installation DVD.
z
z
The individual install kits comprising this release each handle shut down of system
services; however, it is recommended to isolate the database from outside connectivity
while the database itself is updated.
If it is not possible to completely isolate the database, then to prevent database
contention/performance issues, you should:
z
select a time when there are no Viewer or Visualization users running searches
To upgrade the 7.8.1 Enterprise Manager to 7.8 SP3, complete the following
procedures:
1
Uninstall the Production Server Components. Select Start > Programs > BEA
WebLogic Platform 8.1 > User Projects > ProductionDomain >Uninstall All
WFO Suite Server Components
A DOS window will open and show you the progress. When the process
completes, close the DOS window.
Manually delete the directory where the earlier version was installed.
You must delete this directory before you reinstall the Production Application
Server, otherwise the install program notifies you that the folder already exists.
Upgrade the EM database. See Step 1 Upgrade the EM SQL Server Production
Database (BPMAINDB) or Step 1 - Upgrade the EM Oracle Production Database
(BPMAINDB) for details.
162
Once the EM Application Server has been upgraded, upgrade the Recorders.
On the IP/TDM Recorder server run the deployment file, . If a separate Unify server
is in use the deployment file must be run on that as well. The MSI will auto detect to
deploy the correct files.
On TDM Recorders the ai-logix.bat file in the contactstore folder must now be run
(double click on the file from Windows Explorer). This will take a number of minutes
to stop the capture service, un-install the original version of SmartWorks and then
install the new version. The server will restart at the end of this process (so skip
step 5), if you are prompted by Windows with Found New Hardware wizard go
through it and accept the Ai Logix cards.
Restart the Recorder server. If a separate Unify server is in use, restart that as well.
Refresh any copies of the Viewer and RM Web Applications that are already running,
including deleting temporary Internet files. This step must also be run on the
internet browsers of client PCs.
See the Viewer Settings on page 166 for new configuration flags which have been
added to vary the behavior of the Viewer software to suit different environments
and configure as required.
If any new line cards have been added during the upgrade process then the Recorder
must be restarted a further time.
163
[Database_User] is the database name this value can be seen in the tag <SQLUser>
from the file installconfig.xml in the Witness Systems directory
[Database_PSW] is the password for the account specified in [Database_User] if sa is
not known then use an account that is part of Admin group in SQL server
REBOOT=ReallySuppress - leave this as-is for TDM systems, where it is required to
run a second batch file. For IP and Analyzer systems, change this to REBOOT=Force.
For TDM Recorders, it is also necessary to schedule the execution of the file ai-logix.bat
which will be found in the \Witness Systems\ContactStore directory. If the TDM batch
file is run then in addition the ai-logix.bat file should also be run.
Post-Upgrade Configuration
z
Once you upgrade the components, you need to migrate the recorders and you
may need to adjust some of the configuration settings. Refer to the Release
Notes included on the installation DVD for the most up-to-date
instructions.
Recorder Migration
You need to migrate Recorders to update Recorder data (including Enterprise Manager)
from previous releases to work with the new functionality of the current release. Much
of the migrated data relates to IP Recorders and their extensions (from Recorder
Manager), and associating them to an IP Pool in EM. For TDM Recorders and Analyzer,
saving the Recorder migrates the data. See "Migrating Recorders" in the Enterprise
Manager Administration Guide for complete instructions.
General Information
z
Localization. Alarm configuration settings defined by the user are not translated
into other languages. Specifically, Alarm Priorities and Alarm Profiles appear
initially in English. Replace the default English entries with entries in the
appropriate language.
To change Alarm Priorities, click Alarms > Alarm Settings > Settings, and then
type under Name.
For Alarm Profiles, click Alarms > Notification Profile > Create or Edit, and
then type a Profile Name.
USB DVD Hardware. Certain USB DVD hardware configurations may hang while
writing. This is caused by USB controller and chipset issues that cannot be
overcome in software.
If you have an external USB DVD drive, test your USB DVD drive hardware with
the DVDValidator.exe utility to see if it hangs or passes. This utility is located on
your Recorder or Centralized Archiving Installation DVD. The test takes 20-30
minutes and you must have a DVD +/-RW disc available for overwriting.
164
Alarm Messages. Three Integration Framework alarms will not display correctly
when the following error conditions occur:
When any of these failover conditions occur, no alarms will be sounded and the
alarm message will display as a text string.
Japanese Localization
The TomcatPatch.vbs script should be executed once and only once. Not
following this instruction will result in the removal of Recorder Tomcat service
and you will be unable to launch the Recorder Manager (RM) itself.
The following configuration is for Japanese localisation only:
1
Using Administrative Tools > Services, start the Recorder Tomcat service.
Once all child command windows have been closed automatically, a pop-up window
is displayed. Click OK.
Using Administrative Tools > Services, stop the Recorder Tomcat service.
165
Contact attribute names Agent, Contact, CTI and Custom cannot be translated
because of a limitation in the control .xml files.
Some strings in the Viewer application (e.g. Configuration Page, Configuration
Status, Download Contact, About Contact 7000) appear untranslated in Japanese,
because of a limitation in UTF-8 encoding. When encoding is changed to shif-jis
(shif-jis is another Japanese character set), the strings display correctly.
Recorder service and IP Analyzer service will not work if the LAN name is
translated into Japanese. Follow these steps to correct this problem:
a. In the Control Panel, open Network Connection.
b. If the network name for the LAN is in Japanese, then right-click Network
Connection and rename it 'Local Area Connection' (English).
c. Restart the IP Capture and/or IP Analyzer services.
Viewer Settings
All of the following Viewer configuration options are optional and should only be
enabled if requested by a Verint support engineer.
Option Name
Location
Value
Description
HTTPTimeout
Systems\Main Eyretel
System\General
Number of
seconds
FileshareEnabled
Systems\Main Eyretel
System\General
True/False
ENABLE_MASTERSOCKET
Systems\Main Eyretel
System\General
True/False
HTTPRetrieverTimeout
Systems\Main Eyretel
System\General
Number of
seconds
166
Option Name
Location
Value
Description
InumRetrieverTimeout
Systems\Main Eyretel
System\General
Number of
seconds
DBQueryTimeout
Systems\Main Eyretel
System\General
Number of
seconds
HTTPTimeout
Systems\Main Eyretel
System\General
Number of
seconds
Create a configuration value with the option name from the table in the location
given in the table.
Set the value to any of the options given in the value column in the table.
COM+ Pooling
On Windows 2003 servers only. To allow for more efficient replay throughput on
multi-user systems, set the pool size as follows:
1
On the Pooling/Recycling tab, set the Pool Size to a number greater than 1 (the
default) using the following guidelines:
z
determine the amount of free, non-paged RAM available for the Viewer
application.
allocate one Pool Size setting for every 64MB of free RAM.
Example: Your system has 2GB free after the operating system, SQL Server and
other application requirements. 2048/64 = 32. Set the Pool Size to 32.
167
If a separate Unify server is in use then step 2 must be carried out on that server as
well.
Refresh any copies of the Viewer and RM Web Applications that are already
running, including deleting temporary Internet files. This step must also be run on
the internet browsers of client PCs.
Note: any Viewer configuration options added will be ignored by the original code and
so can be left in place.
6
168
TDM only
The Version of SmartWorks being used by the Recorder must be reverted from Version
3.11.0 which is used by 7.8 SP3 to version 3.10.3, which is the original version used.
To do this:
1
Copy the Ai-Logix SmartWORKS 3.10.3.msi file from the HRF1 media to the
program files\witness systems\contactstore folder on the Recorder.
Confirm in the Recorder Manager that the voice cards are detected and no alarms
are raised.
169
Appendix
Setting Up ExecRecord
The ExecRecord feature allows you to record calls on demand. That is, while a
call is in progress, you can press a specific button or buttons to tell the
recording system to capture the call.
Installing ExecRecord
Installing ExecRecord
ExecRecord works in recording environments that use Cisco CallManager equipment
and IP phones.The procedure to install ExecRecord requires setup on the Recorder and
setup using the Cisco CallManager Administration tool. Stage one describes steps
which are performed on the Recorder. Stage two describes steps which are performed
within the Cisco CallManager Administration tool. Stage three describes how to create
a Unify TCP adapter in Recorder Manager.
If you are using Unify rather than the Integration Service, instead of
completing Stage 3, you must create a script to implement a source.dll for
ExecRecord.
Note:
Prerequisites
To install ExecRecord using Cisco CallManager, you need:
z
Recorder
Microsoft IIS 6 Server with the Enable WWW Publishing option Enabled
IP phones
On your Recorder DVD, navigate to the ContactExec folder, and then copy the
entire contents of the folder to the following location (your IIS root directory):
C:\Inetpub\wwwroot\ContactExec
If Unify is installed on a system, other than the IIS server, that will host the
ExecRecord files, verify IP address is the actual Unify IP Address by editing either of
the files below (depending on the phone color type):
z
171
Installing ExecRecord
If you are working with a single box standalone solution, the address is
typically 127.0.0.1.
Click Finish.
Type the service name in the Service Name box. Typically, the service name
is ExecRecord.
172
Installing ExecRecord
Type a brief description for the service in the Service Description box. You may
want to include whether the service is for non-color or color phones.
For CCM v5, 6, and 7: Type the service name in the ASCII Service Name box.
Type only ASCII characters (such as alphanumeric or numeric). This field was
introduced in CCM v6 and is used to identify the service name when written
language utilizes special characters. Refer to the CCM Help for more information.
In the Service URL box, type:
For non-color phones:
http://<Recorder server IP address>/ContactExec/UnifyComms.asp
For color phones:
http://<Recorder server IP address>/ContactExec/UnifyCommsColor.asp
For CCM 3 or 4:
Click Insert.
For CCM 5, 6, or 7:
Click Save.
a. If the phone has more than one line, and you would like to be able to record the
additional line(s), then you will need to repeat steps 7a through 7d using
"Extension2", "Extension3",...etc. as the Parameter Name and Display Name
for each extension.
173
Installing ExecRecord
Use the Find button to locate and select the record of the phone that you want to
subscribe to the ExecRecord IP Phone service. The Phone Configuration page
opens.
Select ExecRecord (the service you created earlier) from the Service drop-down
list, and then click:
z
Type the number of phone line1 in the Extension1 field, and the number of phone
line2 in the Extension2 field and so on for every line that you plan to record.
Click Save.
Repeat steps 1 through 8 for each phone to which you must publish the services.
174
Installing ExecRecord
Note:
To Create an Adapter for Exec Record and TCP/IP API using Unify TCP
1
In the Recorder Manager, choose System > Integration Framework > Settings.
Click Create.
In the right-hand pane, in Choose a CTI Adapter to Create, select Unify TCP
Adapter.
Specify settings for this adapter in the right-hand pane, referring to the following
table (all fields are required unless otherwise indicated):
Field
Description
Name
Description
175
Installing ExecRecord
Field
Description
Adapter Type
Run From
Startup Type
DataSource
Port
Message Type
Under Advanced Settings, use the Key and Value fields to enter any proprietary
pairs that are in use in your system.
176
177
Appendix
Windows Vista Enterprise, Business, Ultimate 32-bit with SP1 (see note below)
Windows Vista Enterprise and the Screen Capture Module: If the 'Windows
Aero' color scheme is not enabled on the Agent workstation, then the Screen
Capture Module may not be able to capture the Gadgets, Tooltips, and similar
items displayed on the desktop.
VMWare
Screen capture is supported on VMWare when the session is treated as a standard
desktop.
You cannot run the Full-time Recorder services in a VMWare session.
If VMWare Server 1.0.x or ESX Server 3.0.x is used, the following conditions are
required:
z
Bridged-moded
Other Requirements
z
179
DVD Installation
This is the easiest method of installing the software on individual workstations. DVD
installation requires a DVD-ROM drive, either local or shared, and a copy of the
installation DVD.
To launch the installation program from a DVD:
1
Navigate to Recorder\ScreenCaptureModule\setup.exe.
Double-click setup.exe.
The installation program launches.
Network Installation
Installation can also be accomplished using a network share, which is accessible to a
larger number of people. This is the most widely used installation technique.
To launch a network installation program:
1
To set up network installation capability, copy the entire Screen Capture Module
and Agent Initiated Monitoring directory from the installation DVD onto a
network share. Ask the network administrator for assistance with this step if
necessary.
The installation can then be launched by running setup.exe from the network
location. The installation program launches.
180
Automated Installation
It is possible to launch an unattended installation. Refer to Automated Installation of
Screen Capture Module & AIM on page 190 for more information.
A network administrator should attempt an automated installation only after
testing it in a non-production environment. We do not recommend or support
software images, diffs, or any other deployment not performed by a Verint
Systems installer.
Verint Systems cannot be held responsible for incorrectly deployed software or
the effect it can have on a terminal server or an agent's workstation or operating
system.
Comments
7.8
Fully Supported
7.7
Partially Supported*
Partially Supported**
Fully Supported
Quality Monitoring Server and Full-time Recorder (FTR) 7.8 compatibility with different
versions of Screen Capture Module:
Screen Capture Module Version
Comments
Fully Supported
7.7 - QM only
Partially Supported*
Not Supported
181
Registry: ColorReduction
New installations of the Screen Capture Module set the ColorReduction value to 1.
However, upgrade installations of the Screen Capture Module will keep the existing
ColorReduction value.
System Administrators can change the registry setting by opening the registry editor
and navigating to the following parameter:
HKEY_LOCAL_MACHINE \ SOFTWARE \ Witness Systems \ eQuality Agent \ Capture \
CurrentVersion: ColorReduction
182
Launch the installation program using the DVD Installation or the Network
Installation methods described above.
When the Welcome to the InstallShield Wizard for Screen Capture Module window
opens, click Next.
183
At the Destination Folder dialog, accept the defaults or click Change to select a
different destination folder.
184
You can optionally select Data Encryption. This setting affects how the Screen
Capture client interacts with the server. Your system administrator will know which
option, if any, you should select.
The data encryption feature authenticates and encrypts the data transmitted over
the network between the Screen Recorder(s) and Screen Capture Module
components.
Data encryption authenticates the connection between the Screen Recorder and
Screen Capture Module components. After establishing a connection, the Screen
Recorder authenticates its connection with the Screen Capture Module component.
The Screen Recorders authentication code is contained within the server.wss file in
encrypted form, and is matched with the code read from the Screen Capture Module
components agent.wss file. If the codes match, the connection is authenticated,
and the Screen Recorder can begin recording video data. If the authentication fails,
the connection is terminated.
Data encryption also refers to the encryption of data transmitted over the network
between the Screen Capture Module and the Screen Recorder. This encryption uses
the AES 256 Encryption Algorithm.
Click Next when done.
185
Select the checkbox to install the Install Agent Initiated Monitoring (AIM)
option. If you install AIM, you can also activate the Block Monitoring and Pause
and Resume options on this dialog. They are not enabled by default.
AIM allows agents to initiate call recording. The block monitoring option allows
agents to block capture sessions they initiate.
Block monitoring is available for both Integrated Services and Quality Monitoring
systems.
Pause and Resume allows agents to stop recording both screen and voice and then
resume recording. This is useful to keep sensitive information such as credit card
numbers or Social Security Numbers from being recorded, while keeping a record of
the call itself.
If you install AIM and have a Quality Monitoring installation, you can configure the
Quality Monitoring AIM Options dialog.
Select the Connect to Quality Monitoring Server checkbox and type the host
name and port for the BDR server in the Quality Monitoring Connect Adapter URL
field. Use the following syntax for the host name and port number:
<host name>:3020
Specify the Login Options. You can choose CTI with AIM to log on to AIM through
CTI so that no separate logon to AIM is required. Use the data connection name for
automatic logon. Or, you can choose Use Manual Login to manually log on to AIM.
186
Property
Description
Enable Asynchronous
Terminal Login
187
10 If enabling annotation, use the AIM Annotation Setup window to type values in the
User Field boxes.
a. Click Enable annotation for Agent Initiated Monitors.
b. Type a value in each of the User Field boxes (boxes 1 to 5). Entries must match
exactly what is configured in the System Administrations Custom Attributes.
c. If desired, click Define User Tips to configure a tooltip for each annotation
field.
User Tip entries do not have to match the User Field entries.
188
11 In the Ready to Install the Program window, click Install. The installation begins.
189
Screen Capture Module and AIM Installation Using Microsoft SMS on page 199
Screen Capture Module and AIM Installation Using Novell ZENworks on page 205
Property definitions and sample silent installation scripts are included as well:
z
setup.exe
190
You can use either one of these files to install the Screen Capture Module on a PC. The
only difference between these two files is that the setup.exe file includes both the files
and logic to install the Windows Installer 2.0 engines on a PC. The setup.exe file
automatically detects the version of Windows Installer on the PC, and updates or
installs the engines as required. If you are not sure whether any other msis have been
run on the machine, run setup.exe
To use the Screen Capture Module.msi file, you must ensure that the PC has Windows
Installer installed. You can download the Windows Installer engines from the Microsoft
website.
run the Command Prompt in administrator account and run the silent install
191
INSTALLDIR
AGENT_MONITORING_ENABLED
ENCRYPTION_DATAENCRYPT
ENCRYPTION_WSSPATH
COLOR_REDUCTION
CONN_QM_SERVER
CONN_INTG_SVC
INTG_SERVERS
UNIFY_SERVERSLIST
Restrictions:
AGENT_MONITORING_ENABLED
Description:
Restrictions:
ENCRYPTION_DATAENCRYPT
Description:
Restrictions:
192
ENCRYPTION_WSSPATH
Description:
Restrictions:
Description:
COLOR_REDUCTION
Restrictions:
Default: 1
CONN_QM_SERVER
Description:
Restrictions:
Description:
Restrictions:
CONN_INTG_SVC
INTG_SERVERS
193
Description:
Restrictions:
UNIFY_SERVERSLIST
Description:
Restrictions:
194
CTI_BUTTON_GRP
CONNECT_ADPTR_URL
MONITOR_BLOCK
ENABLE_ANNOT
AGENT_LOGS
PAUSE_RESUME_MONITOR
Restrictions:
Required.
Allowed values: CTI or MANUAL.
Default: CTI
CONNECT_ADPTR_URL
Description:
Restrictions:
Required.
Must be specified in the following format:
MONITOR_BLOCK
Description:
Restrictions:
195
ENABLE_ANNOT
Description:
Restrictions:
Description:
Restrictions:
AGENT_LOGS
PAUSE_RESUME_MONITOR
Description:
z
z
z
z
Restrictions:
Default: FALSE.
AGENT_EXTENSION
AGENT_EXTENSION_LOCK
AGENT_ID
AGENT_ID_LOCK
196
Restrictions:
Number.
Default: 1234.
AGENT_EXTENSION_LOCK
Description:
Restrictions:
Default: 0.
Description:
Restrictions:
Number
Default: 1234.
Description:
Restrictions:
Default: 0.
AGENT_ID
AGENT_ID_LOCK
197
The following properties determine how AIM annotation functions on the agent
desktops. Use the properties in this table when you have enabled AIM installation using
the AGENT_MONITORING_ENABLED property.
z
ANNOT_USER
USERTIP
Restrictions:
String
Default: UserFieldn.
You do not have to provide values for all five fields.
Description:
Restrictions:
String
Default: This is User Field n.
You do not have to provide values for all five fields.
USERTIPn
198
Parameters
z
/s
/v <properties>
Instructs Setup.exe to pass the properties that follow to the MSI engine. Enclose
all properties in quotation marks. The properties describe what features to install.
Property descriptions begin on Silent Installation Basic Properties on page 192.
z
/q
The remaining parameters are the features to install, descriptions of which begin
on Silent AIM Installation Properties, page 195.
Parameter names and values are case sensitive and must be used as shown.
For additional command line parameters for a basic MSI project Setup.exe,
visit: http://support.installshield.com/kb/view.asp?articleid=q105473
The above address is subject to change by InstallShield.
For additional command line parameters supported by the MSI engine, visit:
http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/c
ommand_line_options.asp
The above address is subject to change by Microsoft.
The MSI (Windows Installer Engine) file generated is a version 2.0 schema which
requires the Windows Installer 2.0 engine to be installed on the agent
workstations.
199
Before distributing the Screen Capture Module & AIM installation, you should
create a package in SMS to install MSI and then distribute the MSI package.
The character length of the installation command line can exceed the limit of what
SMS allows or can store for a command line. In such cases, you must store the
command line in a Windows batch file (.bat). Refer to Configuring the Program,
page 203 for more information.
The topics that follow are not intended to be a manual for deploying applications
with Microsoft SMS. The information presented may not necessarily represent
the best or the only way to distribute the Screen Capture Module and AIM
software in your environment. Use the provided information as a guide for the
general steps necessary for deployment. If you require more detailed
information about deploying software using SMS, consult your documentation or
contact Microsoft.
Overview
To deploy an installation using Microsoft SMS, use the procedures in the following
topics and in the order indicated:
1
Examine and record the configuration properties contained in SMS Installation Basic
Properties on page 200.
Step through the installation wizard, and set the required options and values.
Copy the installation files to a location that you choose, from which you later run
the installation on the agent workstations using SMS.
Once the wizard saves values for the installation, they cannot be changed without
running the administrative installation again.
Except where noted below, the installation process is exactly as described in
Installing Screen Capture Module & AIM on page 183.
200
Open a command prompt window by clicking Start > Run, typing cmd, and clicking
OK.
Click Next. The Agent Initiated Monitoring (AIM) Setup window opens.
<host name>:3020
Note the Browse button, used to select the destination drive and folder, is
disabled. The Administrative Installation does not store the drive and path.
The port number must be the same as configured for the Quality Monitoring
Connect adapter in System Administration. Always use the default port of 3020.
4
Select the drive and path where the Administration Installation stores the
installation image.
The drive and path selection must be accessible to all agent workstations on
which the installation runs.
In the tree view, right-click Packages and select New > Package on the shortcut
menu. The Package Property window opens.
On the General tab, type the information you want to provide in the property fields.
201
Select the Source directory that you used in Using the Administrative Installation
on page 200, Step 4. The drive and path selection must be accessible to all agent
workstations on which the installation runs. If you select a mapped network drive,
the drive letter must be the same for the current workstation where you are
configuring the SMS package as well as all agent workstations.
202
You need not change any other settings, however you can change them if necessary
for your environment.
Right-click Programs and select New > Program on the shortcut menu. The
Program Properties window opens.
Parameters
z
/s
/v"<properties>"
Instructs Setup.exe to pass the properties that follow to the MSI engine. Enclose
all properties in quotation marks. The properties describe what features to install.
Property descriptions begin on SMS Installation Basic Properties on page 200.
z
/q
The remaining parameters are the features to install, descriptions of which begin
on SMS Installation Basic Properties on page 200.
For example, use the following command line for the setup.exe file to provide Screen
Capture Module and AIM with CTI for Recorder:
"<Path to setup.exe>" /s /v"/q INSTALLDIR=\"c:\witness\""
Use the following command line with the Screen Capture Module.msi file:
msiexec.exe /i "<Path to the Screen Capture Module.msi>" /q INSTALLDIR="c:\witness"
You can change the installation location in the preceding examples from
c:\witness to another directory, depending upon where you want to install the
program.
Parameter names and values are case sensitive and must be used as shown.
The character length of the package path and the feature codes used can exceed
the limit of what SMS allows or can store for a command line. In such cases, you
must store the command line in a Windows batch file (.bat) and provide the path
to the batch file in the Command Line value.
203
For example for Quality Monitoring, to provide Screen Capture Module and AIM
with CTI for Recorder, you would use the following command line:
msiexec.exe /i "c:\Install\ScreenCapture\Screen Capture Module.msi" /qb
INSTALLDIR="C:\Program Files\Verint Systems\Screen Capture Module"
AGENT_MONITORING_ENABLED="TRUE" CONN_QM_SERVER="TRUE"
CONNECT_ADPTR_URL="server:3020" MONITOR_BLOCK="TRUE"
For example for the Full-time Recorder, you would use the following command line:
msiexec.exe /i "c:\Install\ScreenCapture\Screen Capture Module.msi" /qb
INSTALLDIR="C:\Program Files\Verint Systems\Screen Capture Module"
AGENT_MONITORING_ENABLED="TRUE" CONN_QM_SERVER="FALSE" CONN_INTG_SVC="TRUE"
INTG_SERVERS="server3:3081" UNIFY_SERVERS="server3:3090" MONITOR_BLOCK="TRUE"
PAUSE_RESUME_MONITOR="TRUE"
For additional command line parameters supported by the MSI engine, visit:
http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/c
ommand_line_options.asp The above address is subject to change by
Microsoft.
Note:
Click OK. The program options are saved and the installation is ready for
deployment.
For more information about deploying Windows Installer packages with SMS,
visit:
http:/www.microsoft.com/smserver/techinfo/deployment/20/deployosapps/de
ploymsi.asp.The above address is subject to change by Microsoft.
204
The MSI (Windows Installer Engine) file generated is a version 2.0 schema which
requires the Windows Installer 2.0 engine to be installed on the agent
workstations.
Before distributing the Screen Capture Module and AIM installation, create a
package in ZENworks that installs MSI and then configure the MSI installation as a
prerequisite for the installation of Screen Capture Module and AIM.
The topics that follow are not intended to be a manual for deploying applications
with Novel ZENworks. The information presented may not necessarily represent
the best or the only way to distribute the Screen Capture Module and AIM
software in your environment. Use this information as a guide for the general
steps necessary for deployment. If you require more detailed information about
deploying software using ZENworks, consult your documentation or contact
Novell.
Overview
To deploy an installation using Novell ZENworks, use the procedures in the following
topics and in the order indicated:
1
Examine and record the configuration properties contained in the following topics:
205
Right-click the appropriate level in the tree view where you want to create the
application and select New > Object on the shortcut menu. The New Object
dialog box opens.
Select App:Application, then click OK. The New Application Object window opens.
Select the option, An application that has an .MSI file, and then click Next.
Click Next.
Click Next.
Configure any additional settings required for your environment. See the Agent
documentation for operating system requirements.
Click Next.
206
10 Set the policies appropriately for Caching, running, Launcher and any other
requirements.
The Screen Capture Module and AIM installation does not have any specific
requirements for associations or policies.
11 Click Next.
12 Select Display details after creation.
13 Click Finish. The Properties window opens.
Click the down-arrow on the tab heading and select Properties on the shortcut
menu.
For each property required for Screen Capture Module and AIM installation:
a. Click Add to add a new application property to the Properties list.The Select
Property to add dialog box opens.
b. Select a property from the Value Name drop-down list box. If the required
property does not exist, you can type a new property name in the Value Name
field. For a list of properties to use, refer to:
ZENworks Installation Basic Properties on page 205
ZENworks Installation AIM Properties on page 205
Type the value for the property in the Value Data field.
c. Click OK.The property is added to the Properties list. Repeat Steps 3a through
3d for each property required. For example, to configure an installation with the
following features:
Value
INSTALLDIR
C:\Program Files\Witness\Screen
Capture Module
CTI_BUTTON_GRP
CTI
AGENT_MONITORING_E
NABLED
TRUE
207
Name
Value
CONNECT_ADPTR_URL
myservername:3020
MONITOR _BLOCK
TRUE
Sets the Agent Extension value in the registry to 123 and the Agent ID value to
231
Sets the Server and port number information for the QM Connect Adapter to
"TestServer1:3020"
208
209
z
z
Screen capture is only supported for Anonymous Terminal Session. The Agent Terminal
Server Windows Logon ID is used to configure the Terminal Services Screen Capture.
Named Terminal Session (remote terminal hostname) screen Capture is NOT
supported. You cannot use the PC name from where the Remote Terminal Session is
opened to configure the Terminal Services Screen Capture.
The 7.8 SP3 Recorder also supports Agent Initiated Monitoring (AIM) only in remote
sessions where the system tray is displayed; the AIM icon is available only in system
tray.
The screens captured in a Terminal services (Citrix) environment are saved in the
Recorder call buffer in the same format as other desktop screen data.
Limitations
There are some limitations surrounding screen capture of multiple sessions and/or
Published Applications in Windows Terminal Services and Citrix environments.
A Published Server Desktop session, then it will record all the activities in that
Desktop Session.
An individual Published Application session, then it will record only that particular
Published Application. See the Configuration Details on page 211 for instructions
on configuring explorer.exe as the Published Application to open a Windows folder
containing Application shortcuts. Applications launched using shortcuts will run in
the explorer.exe session.
A session that is shared between Published Applications, then it will record all the
Published Applications in that session. Published Applications with common
properties (color depth, resolution, encryption etc.) can be configured to share the
same session within Citrix.
210
If the Agent opens Multiple Published Applications from different Citrix Servers in a
Farm then Recording of only one session will occur.
If the Agent opens Multiple Published Applications (not by session sharing) from
single Citrix Server, then Recording of only one session will occur.
The session that will be recorded is the session most recently created. For
example, if the Agent first opens Email as a published application on one server
and then CRM as an application on a different server, the CRM application session
will be recorded and associated with his next call. If he opens CRM first and Email
second, then email will be recorded.
Configuration Details
To enable the recording of all Published Applications in circumstances where the
determination which screen should be recorded is not predictable:
z
Restrict each Agent to work on a single Citrix Server in a Citrix Server Farm at a
particular time.
Record all Applications an Agent uses:
Configure explorer.exe as the Published Application giving one of the folder names
as the argument. Create file shortcuts to applications in that folder using the
Windows Explorer. When the explorer.exe is launched on the client PC, it opens
the file explorer with shortcuts. These shortcuts can be used to launch
applications. Only one session will be created on Citrix Server when explorer.exe
program is launched. All applications launched using shortcuts will run in the same
explorer.exe session.
211
If the Agent opens Multiple Terminal Sessions from different Windows Terminal
Servers then Recording of only one session will occur.
If the Agent opens Multiple Terminal Sessions from single Windows Terminal
Server then Recording of only one session will occur.
The session that will be recorded is the session most recently created. For
example if the Agent first opens Email as a published application on one server and
then CRM as an application on a different server, the CRM application session will
be recorded and associated with his next call. If he opens CRM first and Email
second, then Email will be recorded instead.
Configuration Details
To enable the recording of all activities in circumstances where the determination which
screen should be recorded is not predictable:
z
Restrict each Agent to working on a single Windows Terminal Server and to the
single Terminal Session. Allow the Agent to access all the Applications through the
Terminal Session.
212
Launch the installation program using the DVD Installation or the Network
Installation methods described above.
When the Welcome to the InstallShield Wizard for Screen Capture Module
window opens, click Next.
When the installation program detects terminal server, this dialog displays.
At the Terminal Services configuration window, click Next. The options on this
screen are applicable only with the Quality Monitor server.
213
a. Check the box to indicate whether you are connecting via Unify or the
Integration Service.
b. Enter the name of the Integration Server or Unify server and the port number to
use for the connection.
The default Integration Service port number is 3091; the default Unify port number
is 3090.
7
Once the installation is complete, use Enterprise Manager to configure the system to
recognize the agent.
214
Appendix
To compile the files, you will need an SNMP configuration tool such as the Castle Rock
SNMPc Network Manager, which is used in the following procedures. If you are using
another tool, use these procedures as guidelines as you follow the specifc instructions
in the tools documentation.
Open Start > Programs > SNMPc Network Manager > Startup System.
216
217
218
In the left pane of the SNMPc Management Console, select the Event tab and
navigate to witsTraps.
219
Navigate to alarmTrap.
220
221
222
Under the Actions tab, set the Priority as Major-Yellow from the drop-down box.
223
10 Repeat these steps for all other severities; Minor, Information and Warning.
As you define each filter, assign the proper Event Name on the General tab
(Minor, Information and Warning), the correct Var Value on the Match tab (Minor,
Information and Warning), and the appropriate Priority on the Actions tab.
224
Appendix
A Customer Supplied Unit (CSU/DSU) may be required between the PBX and
the card.
Cable lengths
The maximum allowable cable lengths from the trunk side tap to the DP card is as
follows:
Trunk Type
Maximum Length
E1
T1
DP3209 or
DP6409
Voice Card
Phone Tap
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
RJ -45
Framer 0
RJ - 45
Framer 1
LEGEND:
R = Receive
T = Transmit
Crossover Cable
R
R
T1/E1 Line
T
T
1
2
3
4
5
6
7
8
1
2
3
4
5
6
7
8
R
R
T
T
R
R
T
T
1
2
3
4
5
6
7
8
1
2
3
4
5
6
7
8
R
R
T
T
DP Card
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226
R1
Trunk 1
T1
R
T
R1
T1
Trunk 2
R
T
PSTN
PBX
LEGEND:
RI = Receive Inbound
R = Receive Outbound
T1 = Transmit Inbound
T = Transmit Outbound
DP3209 or
DP6409 Voice Card
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
RJ -45
Framer 0
Inbound
Ch 1 - 24
Trunk 1
Framer 1
Outbound
Ch. 1 - 24
RJ - 45
Framer 2
Inbound
Ch 25 - 48
Trunk 2
Framer 3
Outbound
Ch. 25 - 48
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227
TGEE Connectors
Inbound
PSTN
PBX
RJ-45
12345678
DP3209 or
DP6409 Voice
Card
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
8
7
6
5
4
3
2
1
RJ -45
Framer 0
Inbound
Ch 1 - 30
Trunk 1
Framer 1
Outbound
Ch. 1 - 30
RJ - 45
Framer 2
Inbound
Ch 31 - 60
Trunk 2
Framer 3
Outbound
Ch. 31 - 60
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228
Using a Y-Splitter
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229
Using a Y-Splitter
An RJ-21X Y-Splitter is inserted between the PBX and the punch-down blocks that
breaks out to phones. It is preferable that the splitter be as close to the PBX as
possible. The PBX plugs into the first RJ-21X connector on the Y-Splitter, after which
the NGX and punch-down block can connect to either of the remaining connectors on
the Y-Splitter. This configuration offers the most flexibility. It allows the NGX to
passively tap the PBX without having to interface to the punch-down block. The signal
quality is optimized because it is routed to the NGX before reaching the punch-down
block.
Punch-down block
Phones
PBX
1
LEGEND:
RJ-21 X Y Splitter
RJ-21 X Connector
50-Pin Centronics
ML Cable
Standard Twisted
Pair Cable
NGX Voice Card
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230
Punch-down block
Phones
LEGEND:
PBX
RJ-21 X Connector
DETAIL
Bridge Clip
Bridge clips
couple 1st leg
of punch-down
block to 2nd leg
50-Pin Centronics
ML Cable
Standard Twisted
Pair Cable
Using Bridge Clips limits you to wiring only one leg of the punch-down block to the
phones while the second leg must be dedicated entirely to the NGX. Use this method
only if the Y-Splitter method is not possible.
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231
Punch-down block
Phones
LEGEND:
PBX
DETAIL
RJ-21 X Connector
From PBX
RJ-21 X Cable
Break-out
Twisted
pair to
2nd Block
To
Phones
50-Pin Centronics
ML Cable broken out
to twisted pair
50-Pin Centronics
ML Cable
Standard Twisted
Pair Cable
To
NGX
NGX Voice Card
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232
NT
TE
PBX
NT
NT
TE
LEGEND:
Tap point
NT - Incoming Signal
TE - Outgoing Signal
BRI - Basic Rate Interface
Framer 0
Slot 0 Slot 1
Pin 01
Pin 26
Pin 02
Pin 27
Pin 03
Pin 28
Pin 04
Pin 29
Pin 05
Pin 30
Pin 06
Pin 31
Pin 07
Pin 32
Pin 08
Pin 33
Pin 09
Pin 34
Pin 10
Pin 35
Pin 11
Pin 36
Pin 12
Pin 37
Pin 13
Pin 38
Pin 14
Pin 39
Pin 15
Pin 40
Pin 16
Pin 41
Pin 17
Pin 42
Pin 18
Pin 43
NTB1
TE B1Pin 22 Pin 23
Pin 24
TE
Illustration of RJ-21 pin
connectivity in a 4-wire
scenario. Two phone channels
share B-channel resources in a
BRI (Basic Rate Interface)
application.
Framer 1
Slot 0Pin 44
Slot 1
Pin 45
Slot 2
Slot 3
Pin 46
NTB2Pin 47 Pin 48
TEB2
Pin 49
Channel 1
Channel 2
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233
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234
Punch-down block
Phones
PBX
LEGEND:
RJ-21 X Connector
Pin 01 - Ring 01
Pin 26 - Tip 01
Pin 02 - Ring 02
Pin 27 - Tip 02
Pin 03 - Ring 03
Pin 28 - Tip 03
Pin 04 - Ring 04
Pin 29 - Tip 04
Pin 05 - Ring 05
Pin 30 - Tip 05
Pin 06 - Ring 06
Pin 31 - Tip 06
Pin 07 - Ring 07
Pin 32 - Tip 07
Pin 08 - Ring 08
Pin 33 - Tip 08
Pin 09 - Ring 09
Pin 34 - Tip 09
Pin 10 - Ring 10
Pin 35 - Tip 10
Pin 11 - Ring 11
Pin 36 - Tip 11
Pin 12 - Ring 12
Pin 37 - Tip 12
Pin 13 - Ring 13
Pin 38 - Tip 13
Pin 14 - Ring 14
Pin 39 - Tip 14
Pin 15 - Ring 15
Pin 40 - Tip15
Pin 16 - Ring 16
Pin 41 - Tip16
Pin 17 - Ring 17
Pin 42 - Tip17
Pin 18 - Ring 18
Pin 43 - Tip18
Pin 19 - Ring 19
Pin 44 - Tip19
Pin 20 - Ring 20
Pin 45 - Tip 20
Pin 21 - Ring 21
Pin 46 - Tip 21
Pin 22 - Ring 22
Pin 47 - Tip 22
Pin 23 - Ring 24
Pin 48 - Tip 24
Pin 24 - Ring 25
Pin 49 - Tip 25
50-Pin Centronics
ML Cable
Standard Twisted
Pair Cable
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235
Punch-down block
Phones
PBX
LEGEND:
RJ-21 X Connector
LD 409 Pinout
(LD 809 has two more connectors)
Connector 1
1
2
3
4
5
6
50-Pin Centronics
ML Cable
Standard Twisted
Pair Cable
1 = NC (Not Connected)
2 = TIP 2
3 = RING 1
4 = TIP 1
5 = RING 2
6 = NC (Not connected)
Connector 2
1
2
3
4
5
6
1 = NC (Not Connected)
LD409 or LD809 Voice Card
2 = TIP 4
3 = RING 3
4 = TIP 3
Analog Wiring using RJ14 Connector
5 = RING 4
6 = NC (Not connected)
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236
Pin 01 - Tip 01
Pin 26 - Ring 01
Pin 01 - Tip 01
Pin 26 - Ring 01
Pin 02 - Tip 02
Pin 27 - Ring 02
Pin 02 - Tip 02
Pin 27 - Ring 02
Pin 03 - Tip 03
Pin 28 - Ring 03
Pin 03 - Tip 03
Pin 28 - Ring 03
Pin 04 - Tip 04
Pin 29 - Ring 04
Pin 04 - Tip 04
Pin 29 - Ring 04
Pin 05 - Tip 05
Pin 30 - Ring 05
Pin 05 - Tip 05
Pin 30 - Ring 05
Pin 06 - Tip 06
Pin 31 - Ring 06
Pin 06 - Tip 06
Pin 31 - Ring 06
Pin 07 - Tip 07
Pin 32 - Ring 07
Pin 07 - Tip 07
Pin 32 - Ring 07
Pin 08 - Tip 08
Pin 33 - Ring 08
Pin 08 - Tip 08
Pin 33 - Ring 08
Pin 09 - Tip 09
Pin 34 - Ring 09
Pin 10 - Tip 10
Pin 35 - Ring 10
Pin 11 - Tip11
Pin 36 - Ring 11
Pin 12 - Tip 12
Pin 37 - Ring 12
Pin 13 - Tip 13
Pin 38 - Ring 13
Pin 14 - Tip 14
Pin 39 - Ring 14
Pin 15 - Tip15
Pin 40 - Ring 15
Pin 16 - Tip 16
Pin 41 - Ring 16
PT809
PT1609
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237
DSC-MOD-PCI
DSC-16-PCI
DSC-MOD-PCI
Cybertechs DSC-MOD-PCI card is a modular card that accepts a daughterboard that
provides recording of IP and TDM streams. It can be wired with a 2-wire connection,
where each of the 24 channels is wired as an A and B channel component, or a 4-wire
connection, where each of 12 channels is wired for Tx (transmit) and Rx (receive) on A
and B channel components. This information is described in the following topics:
MOD-PCI 2-wire Connections
MOD-PCI 4-wire Connections
Cabling for the DSC-MOD-PCI Card
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238
Ch. 1-A
Ch. 2-A
Ch. 3-A
Ch. 4-A
Ch. 5-A
Ch. 6-A
Ch. 7-A
Ch. 8-A
Ch. 9-A
Ch. 10-A
Ch. 11-A
Ch.12-A
Ch.13-A
Ch. 14-A
Ch. 15-A
Ch.16-A
Ch. 1-B
Ch. 2-B
Ch. 3-B
Ch. 4-B
Ch. 5-B
Ch. 6-B
Ch. 7-B
Ch. 8-B
Ch. 9-B
Ch. 10-B
Ch. 11-B
Cybertech
DSC-16-PCI Rear
Connector Pinning
2-wire Connections
Ch. 12-B
Ch. 13-B
Ch. 14-B
Ch. 15-B
Ch. 16-B
LEGEND:
Ch. - Voice Channel
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239
Ch. 1-Rx-A
Ch. 1-Rx-B
Ch. 1-Tx-A
Ch. 1-Tx-B
Ch. 2-Rx-A
Ch. 2-Rx-B
Ch. 2-Tx-A
Ch. 2-Tx-B
Ch. 3-Rx-A
Ch. 3-Rx-B
Ch. 3-Tx-A
Ch. 3-Tx-B
Ch. 4-Rx-A
Ch. 4-Rx-B
Ch. 4-Tx-A
Ch. 4-Tx-B
Ch. 5-Rx-A
Ch. 5-Rx-B
Ch. 5-Tx-A
Ch. 5-Tx-B
Ch. 6-Rx-A
Ch. 6-Rx-B
Ch. 6-Tx-A
Ch. 6-Tx-B
Ch. 7-Rx-A
Ch. 7-Rx-B
Ch. 7-TxA
Ch. 7-Tx-B
Ch. 8-Rx-A
Ch. 8-Rx-B
Ch.8-Tx-A
Ch.8-Tx-B
Ch. 9-Rx-A
Ch. 9-Rx-B
Ch. 9-Tx-A
Ch. 9-Tx-B
Ch. 10-Rx-A
Ch. 10-Rx-B
Ch. 10-Tx-A
Ch. 10-Tx-B
Ch. 11-Rx-A
Ch. 11-Rx-B
Ch. 11-Tx-A
Ch. 11-Tx-B
Ch. 12-Rx-A
Ch. 12-Rx-B
Ch. 12-Tx-A
Ch. 12-Tx-B
Cybertech
DSC-MOD-PCI
Connector Pinning
for 4-Wire
Connections
LEGEND:
Ch. - Voice Channel
Rx - Signal from PBX to PSTN
Tx - Signal from PSTN to PBX
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240
Ch. 1-B in
Ch. 2-A in
Ch. 2-B in
Ch. 3-A in
Ch. 3-B in
Ch. 4-A in
Ch. 4-B in
Ch. 5-A in
Ch. 5-B in
Ch. 6-A in
Ch. 6-B in
Ch. 7-A in
Ch. 7-B in
Ch. 8-A in
Ch. 8-B in
Ch.8-A out
Ch.8-B out
Ch. 9-A in
Ch. 9-B in
Ch. 10-A in
Ch. 10-B in
Ch. 11-A in
Ch. 11-B in
Ch. 12-A in
Ch. 12-B in
Cybertech
DSC-MOD-PCI
Connector Pinning
for Serial Tapping
LEGEND:
Ch. - Voice Channel
in - Signal in
out - Signal out
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241
L = cable length (in metres and feet) between the PBX and the digital telephone
Length
(Metres/Fee
t)
Tap
Distance
(Metres/Fee
t)
Alcatel 4200/4400/OmniPCX
600/1968
6/19
Ascom Ascotel
600 /1968
20/64
150/492
20/64
600/1968
20/64
Ericsson ELU5
600/1968
20/64
600/1968
20/64
Generic Up0
600/1968
20/64
Generic S0
600/1968
20/64
ISDN2 (*)
600/1968
20/64
600/1968
20/64
600/1968
20/64
600 /1968
20/64
Nitsuko
300/984
20/64
Nortel Matra
600/1968
20/64
Nortel Meridian
600/1968
20/64
Nortel Norstar
600/1968
20/64
600/1968
20/64
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242
600/1968
20/64
Siemens Hicom/HiPath
600 /1968
20/64
Tadicom Coral
600/1968
20/64
Toshiba
600/1968
20/64
PBX or Digital
Telephone
Length
(Metres/Feet)
Tap (Metres/Feet)
Avaya Index
500/1640
On the card
Mitel
600/1968
On the card
For more detailed information on cable lengths and for the latest updates refer to the
Cybertech (Parrot) web site at www.parrot-dsc.com.
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243
DSC-16-PCI
Cybertechs DSC-16-PCI card records up to 16 channels. It can be wired with a 2-wire
connection, where each of the channels is wired as an A and B channel component, or
a 4-wire connection, where each of 8 channels is wired for Tx (transmit) and Rx
(receive) on A and B channel components. This information is described in the
following topics:
16-PCI 2-wire Connections
16-PCI 4-wire Connections
Cabling for 16-PCI Cards
Ch. 1-A
Ch. 2-A
Ch. 3-A
Ch. 4-A
Ch. 5-A
Ch. 6-A
Ch. 7-A
Ch. 8-A
Ch. 9-A
Ch. 10-A
Ch. 11-A
Ch.12-A
Ch.13-A
Ch. 14-A
Ch. 15-A
Ch.16-A
Ch. 1-B
Ch. 2-B
Ch. 3-B
Ch. 4-B
Ch. 5-B
Ch. 6-B
Ch. 7-B
Ch. 8-B
Ch. 9-B
Ch. 10-B
Ch. 11-B
Cybertech
DSC-16-PCI Rear
Connector Pinning
2-wire Connections
Ch. 12-B
Ch. 13-B
Ch. 14-B
Ch. 15-B
Ch. 16-B
LEGEND:
Ch. - Voice Channel
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244
Ch. 1-Tx-A
Ch. 1-Rx-A
Ch. 2-Tx-A
Ch. 2-Rx-A
Ch. 3-Tx-A
Ch. 3-Rx-A
Ch. 4-Tx-A
Ch. 4-Rx-A
Ch. 5-Tx-A
Ch. 5-Rx-A
Ch. 6-Tx-A
Ch. 6-Rx-A
Ch. 7-Tx-A
Ch. 7-Rx-A
Ch. 8-Tx-A
Ch. 8-Rx-A
Ch. 1-Tx-B
Ch. 1-Rx-B
Ch. 2-Tx-B
Ch. 2-Rx-B
Ch. 3-Tx-B
Ch. 3-Rx-B
Ch. 4-Tx-B
Ch. 4-Rx-B
Ch. 5-Tx-B
Ch. 5-Rx-B
Ch. 6-Tx-B
Cybertech
DSC-16-PCI Rear
Connector Pinning
4-wire Connections
Ch. 6-Rx-B
Ch. 7-Tx-B
Ch. 7-Rx-B
Ch. 8-Tx-B
Ch. 8-Rx-B
LEGEND:
Ch. - Voice Channel
Rx - Signal from PBX to PSTN
Tx - Signal from PSTN to PBX
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245
L = cable length (in metres and feet) between the PBX and the digital telephone
Length
(Metres/Fee
t)
Tap
Distance
(Metres/Fee
t)
Alcatel 4200/4400/OmniPCX
600/1968
6/19
Ascom Ascotel
600/1968
20/64
150 /492
20/64
600/1968
20/64
Ericsson ELU5
600/1968
20/64
600/1968
20/64
Generic Up0
600/1968
20/64
Generic S0
600/1968
20/64
ISDN2 (*)
600/1968
20/64
600/1968
20/64
600/1968
20/64
600/1968
20/64
Nortel Matra
600/1968
20/64
Nortel Meridian
600/1968
20/64
Nortel Norstar
600/1968
20/64
600/1968
20/64
600/1968
20/64
Siemens Hicom/HiPath
600/1968
20/64
Tadicom Coral
600/1968
20/64
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246
(*) The ISDN2 bus requires that the last device must be correctly terminated.
For more detailed information on cable lengths and for the latest updates refer to the
Cybertech (Parrot) web site at www.parrot-dsc.com.
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247