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Impact 360

Recorder
Installation Guide

Release 7.8 SP3


February 2009

2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All
rights reserved, worldwide.
The Verint Systems Inc. products are protected by one or more of the following U.S., European or
International Patents: USPN 5,659,768; USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN
6,404,857; USPN 6,510,220; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,405;
USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 6,959,078; USPN
6,724,887; USPN 7,216,162; European Patent 0 833 489; GB 2374249; and other provisional rights
from one or more of the following Published US Patent Applications: US 10/061,469; US 10/061,489;
US 10/061,491; US 11/388,854; US 11/388,944; US 11/389,471; US 10/818,787; US 11/166,630;
US 11/129,811; US 11/477,124; US 11/509,553; US 11/509,550; US 11/509,554; US 11/509,552;
US 11/509,549; US 11/509,551; US 11/583,381; US 10/181,103; US 09/825,589; US 09/899,895;
US 11/037,604; US 11/237,456; US 09/680,131; US 11/359,356; US 11/359,319; US 11/359,532;
US 11/359,359; US 11/359,358; US 11/359,357; US 11/359,195; US 11/385,499; US 11/394,496;
US 11/393,286; US 11/396,061; US 11/395,992; US 11/394,410; US 11/394,794; US 11/395,350;
US 11/395,759; US 60/799,228; US 11/479,926; US 11/479,841; US 11/479,925; US 11/479,056;
US 11/478,714; US 11/479,899; US 11/479,506; US 11/479,267; US 60/837,816; US 11/528,267;
US 11/529,132; US 11/540,281; US 11/540,322; US 11/529,947; US 11/540,902; US 11/541,056;
US 11/529,942; US 11/540,282; US 11/529,946; US 11/540,320; US 11/529,842; US 11/540,904;
US 11/541,252; US 11/541,313; US 11/540,086; US 11/540,739; US 11/540,185; US 11/540,107;
US 11/540,900; US 10/610,780; US 10/832,509; US 11/608,340; US 11/608,350; US 11/608,358;
US 10/771,315; US 10/771,409. Other U.S. and International Patents Pending.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE,
STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS
logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and
CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries.
Other trademarks mentioned are the property of their respective owners.
Doc Version 7.8 SP3-9
2009-03-24

C o n t e n t s

About This Guide . . . . . . . .


User Guide Content Overview. .
Intended Audience for This Guide
Conventions Used in This Guide .

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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
Customer Interaction Center (CIC) . . . . . . . . . . . . .
Telephone. . . . . . . . . . . . . . . . . . . . . . . . . .
Email . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Direct Internet FTP . . . . . . . . . . . . . . . . . . . . .
Other Support and Training Alternatives . . . . . . . . . . .

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Getting Started

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Recorder Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . 18


Hardware Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Setting Up Voice Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Additional Information . . . .
Setting Up Network Interface Cards
Setting BIOS Boot Delay . . . . . .
Setting up the Operating System .
Supported Operating Systems . . .

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Client Operating Systems . . . . . . . . . . . . . . .


Additional Required Components . . . . . . . . . . . . . . . . .
Configuring Windows. . . . . . . . . . . . . . . . . .
Required Windows Application Server Components for Single Server
Configuring Windows Components for Viewer . . . . . . . . . . .
Setting the PAE flag . . . . . . . . . . . . . . . . . . . . . . .
Configuring Microsoft IIS. . . . . . . . . . . . . . . . . . . . .
Obtaining Required CALs . . . . . . . . . . . . . . . . . . . . .
Configuring to Ignore Unsigned Drivers . . . . . . . . . . . . . .
Split Swap File . . . . . . . . . . . . . . . . . . . . . . . . .
Database Requirements. . . . . . . . . . . . . . . . .

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Contents

Supported Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30


SQL Server 2005 Installation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . .31
Mixed Mode . . . . . . . .
SQL Server Service . . . . .
SQL Database Size and Growth .
SQL Server 2005 Configuration .
Oracle Installation Requirements . .

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Oracle Configuration . . . . . . . . . . .
Oracle location . . . . . . . . . . . . .
SQL Server 2005 Express Installation Requirements .
Database Maintenance Jobs . . . . . . . . . . . .

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SQL Server . . . . .
Oracle . . . . . . .
Additional Requirements . .
Live Monitor Requirements .
Anti-Virus Software . . . .
Security . . . . . . . . . .
2

Installing the Recorder

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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 . . . . . . .

Manager
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Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

Contents

Post-Installation Tasks

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Setting Up Your License for the First Time .

. 114

Activating the Recorder License for the First Time


Re-activating a Recorder license . . . . . . .
Configuring Voice Cards . . . . . . . . . . .

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To configure each AI-Logix voice card . .


To configure each Cybertech voice card .
Verifying the Installation . . . . . . . .

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Verifying Recorder installation


Viewing a call using Viewer .
Setting Alarm Notification Profiles

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Reviewing Alarm Notification Profiles . . . .


Creating or Editing an Alarm Notification Profile
Deleting an Alarm Notification Profile . . . .

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Uninstalling and Upgrading


Uninstalling the Recorder
Pre-upgrading Tasks . .

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Locate the Database Files . . . . . . . . . . . .


Back Up the System . . . . . . . . . . . . . .
Postgres and Upgrading . . . . . . . . . . . . . . . . . .
General Recommendations Before Upgrading Databases . . .
Specific Recommendations for MSDE to SQL Express Upgrades

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Preventing Database Loss During Upgrade . . . . . . . . . . . . . . . . . . 131


Changing the MSDE Password Before Upgrading to SQL Express . . . . . . . . . . 133
Migrating SQL Server 2000 to SQL Server 2005 . . . . . . . . . . . . . . . . . . . . . . . 134
Updating the SQL Server Logins . . . . . . . . . . . . . . . . . . . . . . 135
Upgrading Large SQL Server Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Sites at risk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Particular issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Database Migration from Oracle 9i to Oracle 10g . . . . . . . . . . . . . . . . . . . . . . . 138
Migrating data from 9i to a new 10g database . . . . . . . .
Upgrading an eWare Oracle Database . . . . . . . . . . . . . . . .
Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1 .
Pre-Upgrade Procedures for 7.7.x Installations. . . . . . . . . . . .

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The SQL Patch . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140


Upgrade Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Upgrade notes for v7.6.2 . . . . . .
Upgrading Viewer . . . . . . . . . .
Upgrading Enterprise Manager . . . . . .
Upgrading from EMT to Enterprise Manager .
Upgrading from Earlier Versions of Enterprise

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Prepare for Upgrade . . . . . . . . . . . . . . . . . . . .


Step 1 Upgrade the EM SQL Server Production Database (BPMAINDB). .
Step 1 - Upgrade the EM Oracle Production Database (BPMAINDB) . . .
Step 2 Production Application Server Installation . . . . . . . . .
Upgrading the Integration Server . . . . . . . . . . . . . . . . . . . . . .
Additional Information about Weblogic . . . . . . . . . . . . . . . . . . .

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Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

Contents

Configuring Weblogic to run as a service . . . . . . . . . .


Uninstalling the Weblogic service . . . . . . . . . . . .
Running the Weblogic server from a console window . . . . .
Collecting Server Log Files . . . . . . . . . . . . . . .
EM Database Migration from SQL Server 2000 to SQL Server 2005 . .

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Overview . . . . . . . . . . . . .
Migration Steps . . . . . . . . . .
Troubleshooting Enterprise Manager BPMAINDB
Generic Network Settings for SQL Server . . .

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156
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Check Network Settings. . . .


Static TCP/IP address required .
Machine network names . . .
Verify DNS accuracy . . . . .
Migration to v7.8.1 . . . . . . .
Moving from v7.8.1 to v7.8 SP3 . .
Upgrade Overview . . . . . . . . .
Upgrading Enterprise Manager . . .
Upgrading the Recorder . . . . . .

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Silent install procedure . . . . . . . . . . . . . . . . . . . . . . . . . 163


Post-Upgrade Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Recorder Migration .
General Information .
Japanese Localization
Viewer Settings . .
Uninstalling 7.8 SP3 . . .
TDM only .
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Setting Up ExecRecord . . . . . . . . .
Installing ExecRecord . . . . . . . .
Prerequisites . . . . . . . . . . . . .
Stage 1: On the Recorder . . . . . . .

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Step 1: Install ExecRecord Service . . . . . . . . . . . . . . . . . . . . . 171


Step 2: Install the w3Sockets Object . . . . . . . . . . . . . . . . . . . . 172
Stage 2: In Cisco Call Manager Administration tool . . . . . . . . . . . . . . . . . . . . . . 172
Step 3: Add the Phone Service . . . . . . . . . . . . . . . . . . . . . . 172
Step 4: Subscribe a Phone to a Service . . . . . . . . . . . . . . . . . . . 174
Stage 3: Create a Unify TCP adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
B

Screen Capture Module Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178


Screen Capture Requirements . . . . . . . . . . . . . . . . . . . . . . . . 179
VMWare . . . . . . . . . . . . . . .
Other Requirements . . . . . . . . . . .
Screen Capture Module & AIM Installation Overview .
DVD Installation . . . . . . . . . . . . . . . . . .
Network Installation . . . . . . . . . . . . . . . .
Automated Installation . . . . . . . . . . . . . . .
Screen Capture Module Compatibility . . . . . . . .
Registry: ColorReduction . . . . . . . . . . . . . .
Installing Screen Capture Module & AIM . . . . .

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Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

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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Silent Install and Windows Vista . . . . . .


Silent Installation Basic Properties . . . . .
Silent Installation AIM Properties . . . . .
Screen Capture Module and AIM Installation Using

. . . . . . .
. . . . . . .
. . . . . . .
Microsoft SMS . . .

Overview . . . . . . . . . . . . . .
SMS Installation Basic Properties . . . . .
Using the Administrative Installation . . . .
Setting Up the SMS Package . . . . . . .
Screen Capture Module and AIM Installation Using

. . . . . .
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. . . . . .
. . . . . .
Novell ZENworks

ZENworks Installation Basic Properties .


ZENworks Installation AIM Properties . .
Setting Up the ZENworks Package . . .
Silent Install Examples . . . . . . . . . . .
Applying changes using a transform (.mst) .
Screen Capture in a Citrix or Terminal Services
Limitations . . . . . . . . . . . . . . . .

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Environment .
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Citrix Published Applications Screen Capture Limitations . . . . . . . . . . . . . 210


Windows Terminal Services (without Citrix) Screen Capture Limitations . . . . . . . . 212
Installing the Screen Capture Program . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
C

Configuring MIB Files . . . . . . . . . .


Setting Up the Files . . . . . . . .
Copying the MIB Files . . . . . . . . .
Compiling the MIB files. . . . . . . . .
Configuring the Event Filter. . . . . . .

. . .
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. . .

Voice Card Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225


Digital Trunk Side Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Cable lengths . . . . . .
Wiring on the T1 Interface . .
Wiring on the E1 Interface . .
Digital Station Side Wiring . . . .

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Planning your NGX System .


Using a Y-Splitter . . . . .
Using Bridge Clips . . . . .
Using Dual Punch-down Blocks
Using NGX 4-wire Connectivity
Using the Ai-Logix RTS . . .
Analog Station-Side Wiring . . . .

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Wiring for Analog voice cards (Except LD409


Wiring for LD409 and LD809 Voice Cards. .
Wiring for PT809 and PT1609 Voice Cards .
Wiring for Cybertech Voice Cards . . . . . .
DSC-MOD-PCI . . . . . . . . . . . . . . . .

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and LD809) .
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Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

Contents

MOD-PCI 2-wire Connections . . .


MOD-PCI 4-wire Connections . . .
MOD-PCI Serial Tapping. . . . .
Cabling for the DSC-MOD-PCI Card.
DSC-16-PCI . . . . . . . . . . . . .
16-PCI 2-wire Connections.
16-PCI 4-wire Connections.
Cabling for 16-PCI Cards .

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. 244
. 245
. 246

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

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

User Guide Content Overview, page 10

Intended Audience for This Guide, page 11

Conventions Used in This Guide, page 12

If You Need Help, page 14

Contacting Technical Support, page 15

Preface - User Guide Content Overview

User Guide Content Overview


This guide provides the following information:
Chapter title

Description

Chapter 1:
Getting Started, page 17

Discusses the hardware and software prerequisites


for Recorders. For TDM environments, this chapter
highlights voice card installation and wiring.

Chapter 2:
Installing the Recorder on
page 42

Discusses the pre-installation steps for Recorders


and provides installation procedures to install the
7.8.1 version of the Recorder.

Chapter 3:
Post-Installation Tasks, page
112

Describes how to verify a successful installation,


and how to do basic post-installation configuration
tasks.

Chapter 4:
Uninstalling and Upgrading on
page 126

Describes how to upgrade, reinstall, or uninstall the


Recorder software. The instructions include
upgrading to 7.8.1 and 7.8 SP3 as well as moving
to a new version of the database.

Appendix A:
Setting Up ExecRecord, page
170

Details the steps to record calls on demand.

Appendix B:
Screen Capture Module
Installation, page 178

Details instruction for installing Screen Capture.

Chapter C:
Configuring MIB Files on
page 215

Details the steps to set up the Recorder MIB files for


SNMP messages.

Appendix D:
Voice Card Wiring, page 225

Details typical wiring requirements for digital


trunk-side, digital station-side, analog station-side,
and Cybertech voice cards.

Additional information is included in your System Administration Guide.

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

10

Preface - Intended Audience for This Guide

Intended Audience for This Guide


This guide is designed for users responsible for installing and configuring Recorders,
including:
z

System administrators

IT professionals

Customer service representatives

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

11

Preface - Conventions Used in This Guide

Conventions Used in This Guide


The following two tables describe some of the conventions that are used in this
document:
z

The Standard Conventions table highlights conventions used to describe user


interaction, as well as special notations
The Information Icons table describes the icons used to highlight information of
special interest to the user

Standard Conventions
Area

Description

Menu Items

Menu items are highlighted in bold as in the following example:


From the menu, choose File > Preferences > Options.

Document
Names

Other Verint Systems documents are referred to using italics.


For example:
Refer to the Recorder System Administration Guide for more
information.

Buttons,
Functions, and
Dialog Box and
Window Names

Specific button or function names are highlighted in bold. The


following example shows how a button and dialog name are
referred to in the documentation:

User Variables

When the user is expected to type a value, the name of the


variable to be replaced is surrounded by < > . The following are
examples:

Click OK, and then choose the Restore Database dialog box.

<Your Recorder Server Name>


The notation <Your Recorder Server Name> refers to the
name of your Recorder server.
When you see this notation, replace it with the actual name of
your Recorder server.

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

12

Preface - Conventions Used in This Guide

Information Icons
Icon Type

Function

Note

Important details that we want to make sure that you do not


overlook.

Tip

Helpful hints that can improve the efficiency or effectiveness


of your work.

Caution

Advice that can help you avoid undesirable results.

Warning

Situations that can result in:


z Harm to software
z Loss of data
z An interruption in service

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

13

Preface - If You Need Help

If You Need Help


Our goal at Verint Systems is to provide you with the best products backed by a high
quality support network with a variety of resource options. These include:
z

Verints Witness Actionable Solutions (WAS) website and Customer Interaction


Center (CIC)

Telephone

E-mail

Direct Internet FTP

Other support and training alternatives

Before You Contact Technical Support


Help from Technical Support is as near as your keyboard or telephone. However,
before you contact us, read this section carefully. We can provide faster and better
service if you have certain information available when you contact us.
You can solve many problems quickly with the information in the online Help system or
in this manual. When running the product, you can select the Help button in the
upper-right portion of the window to get help for the active window or dialog box.
If you are unable to solve a problem by using the online Help or this manual, and you
need help from Technical Support, use the guidelines in the following checklist before
you contact us:
1

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.

Product name and version number.

Server and client operating systems and service pack version numbers

Supporting files and screenshots (if available)

ACD type and reporting package (for ACD-related issues)

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?

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

14

Preface - Contacting Technical Support

Contacting Technical Support


Once you have determined that you need technical support, and you have gathered as
much information as you can based on the checklist, the following provides a list of the
various support options and alternatives:

Verints Witness Actionable Solutions (WAS) Website and the


Customer Interaction Center (CIC)
This facility allows users worldwide fast access to product information, marketing and
sales information, information about the company, technical documentation, support
case management, and support solutions information.
You can access the Verints Witness Actionable Solutions (WAS) Customer Interaction
Center (CIC) support site at www.witness.com/support, or through www.witness.com
by clicking the Support Login link from the Home page.
Once you have successfully logged on to the CIC, use the navigation tree on the right
to access available user manuals, troubleshooting guides, FAQs, and more.
For help using the site, refer to the CIC Support Website Navigation Guide. To access
this document, click the link at the right on the CIC Home page. The guide is a PDF file
that you can save or print locally for future reference.

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.

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

15

Preface - Contacting Technical Support

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.

Direct Internet FTP


This facility greatly speeds up transfer of new and upgraded software to all of Verint
Systems customers. Contact us for more information about access to Direct Internet
FTP services.

Other Support and Training Alternatives


In addition to documentation, online Help, and support services, Verint Systems also
offers both classroom-based and online learning alternatives to suit your specific
needs. Contact us for more information about other support and training alternatives.

Recorder Installation Guide


2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

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

Recorder Installation Overview

Hardware Setup

Setting up the Operating System

Database Requirements

Additional Requirements

Chapter 1 - Getting Started

Recorder Installation Overview

Recorder Installation Overview


To install the Recorder successfully, you need to complete the following procedures:
1

Set up the hardware:


z

Install the appropriate Voice Card. (TDM recording only)

Install Network Interface Cards.

Set the BIOS boot delay.

Set up the Operating System.


z

Adjust Windows or Vista settings as necessary.

Set up any additional or third-party components.

Set up the Database.


z

Install MSSQL 2005

Configure MSSQL as required to support the Recorder.

Or verify the requirements for installing SQL 2005 Express with the Recorder.

Set up Live Monitor

Install the Recorder.

Install Enterprise Manager.

Set up the Recorder with Recorder Manager.

Set up the Recording System with Enterprise Manager.

10 Upgrade to 7.8 SP3.


11 Install Agent Capture.
This guide provides instructions for installing or upgrading the Recorder; complete
configuration information can be found in the Recorder System Administration Guide.
Refer to the Release Notes included on the installation DVD for the most
up-to-date upgrade instructions.

Recorder Installation Guide


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Chapter 1 - Getting Started

Hardware Setup

Hardware Setup
To set up the required Recorder hardware, please refer to the following topics:
z

Setting Up Voice Cards

Setting Up Network Interface Cards

Setting BIOS Boot Delay

Setting Up Voice Cards


TDM Recorders require voice cards. The following section describes compatible voice
cards and how to install them. See Voice Card Wiring on page 225 for typical wiring
requirements for digital trunk-side, digital station-side, and analog station-side.
A Customer Supplied Unit (CSU/DSU) may be required between the PBX and
the card.
Ensure that the voice card is a compatible model according to the following
specifications:

Type

Ai-Logix Model*

Description

Analog
Station Side

LD409, LD409-eh
LD809, LD809-eh
LD1609,
LD1609-eh
LD2409,
LD2409-eh

Newer versions of Ai-Logix's analog station-side


recording voice cards capable of recording 4, 8, 16,
and 24 ports respectively.

PT409,
PT809,
PT1609

Voice cards capable of recording 4, 8, and 16 ports


respectively. These cards are currently supported by
ContactStore Express and are supported for
backwards-compatibility with those customers. They
do not generate a loss of signal (LOS) alarm.

NGX800
NGX800-eh

Voice card that records 8x2-wire digital stations


(4x4-wire). It is triggered by D-channel events. It
can have up to two MX80 daughterboards attached.

NGX1600
NGX1600-eh

Voice card that records 16x2-wire digital stations


(8x4-wire). It is triggered by D-channel events. It
can have one MX80 daugtherboard attached.

NGX2400
NGX2400-eh

Voice card that records 24x2-wire digital stations


(12x4-wire) triggered by D-channel events.

MX80

Daughterboard that can be installed on NGX800 and


NGX1600 voice cards.

Digital
Station Side

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Chapter 1 - Getting Started

Hardware Setup

Type

Ai-Logix Model*

Description

Digital and
Analog

DSC-16-PCI
DSC-xP-PCI
(Cybertech)

Voice cards from Cybertech that record 16 digital


channels (DSC-16) and modular tapping (DSC-xP),
which allows inserting analog and digital detection
devices (that is daughterboards) into a blank
Cybertech motherboard. These show as 16-PCI and
P-PCI.

Digital and
Analog

DSC-16-PCI
DSC-xP-PCI
(Cybertech)

Voice cards from Cybertech that record 16 digital


channels (DSC-16) and modular tapping (DSC-xP),
which allows inserting analog and digital detection
devices (that is daughterboards) into a blank
Cybertech motherboard. These show as 16-PCI and
P-PCI.

Digital
Trunk Side

DP3209,
DP3209-eh
DP6409,
DP6409-eh

Passive-tap recording voice cards capable of recording


30 (DP3209) and 60 (DP6409) channels. They are
software switchable between E1 and T1 trunk spans.

PCM3209
PCM3209-eh
PCM6409
PCM6409-eh

Passive-tap recording voice cards capable of recording


32 (PCM3209) and 64 (PCM6409) channels. These
cards use the PCM32 protocol, which is similar to E1 in
that they are cabled over twisted pair cable and
terminated with RJ-45 connectors.

DT3209TE
DT3209TE-eh
DT6409TE
DT6409TE-eh

Active and passive-tap recording voice cards capable


of recording 24 or 30 channels (for T1 and E1
respectively on the DT3209TE model) and 48 or 60
channels (for T1 and E1 respectively on the
DT6400TE model). These cards are cabled over
twisted pair cable and terminated with RJ-45
connectors.

See also: http://www.ai-logix.com and http://www.parrot-dsc.com (Cybertech).


Notes: 1. NGX 800 appears in Windows Device Manager regardless of NGX card model.
2. -eh refers to PCI express card versions.
*Except where otherwise noted.

To install the voice card:


1

Ensure that there is no possibility of static electricity shocks occurring.


An antistatic cuff or ESD wrist strap is strongly recommended, as a single
static shock can destroy a voice card.

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.

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Chapter 1 - Getting Started

Hardware Setup

Insert the card into an empty PCI slot in the computer using a chassis screw.

When secure, attach cables and turn on the computer.

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.

Setting Up Network Interface Cards


Both TDM and IP Recorders require Network Interface Cards (NICs). You need to install
your NICs before installing your Recorder. Windows automatically detects the new
hardware. Once you have finished installing the software, use Recorder Manager to
configure your NICs for recording. Configuration of network interface cards for IP
recording involves enabling and disabling specific NICs, setting up filters, and selecting
supported protocols.
IP Recorders support up to four or five network interface cards (NICs) per Recorder.
The maximum number depends on the amount of RAM installed on your Recorder.
Systems with less than 2 GB of RAM support recording on only four NICs. Systems with
more than 2 GB of RAM support can record up to five NICs.
If you have more than the supported number of NICs, or if you want to use one or
more NICs for purposes other than recording, you must enable and disable NICs for
recording using Recorder Manager. For more information on configuring these network
settings and enabling and disabling NICs, see Configuring Network Interface Cards in
the System Administration Guide.
Please note that:
z

All NICs must have 64 KB buffers (or greater)

You must remove the network protocols from any NICs connected to span ports

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21

Chapter 1 - Getting Started

Hardware Setup

Setting BIOS Boot Delay


Power outages are rare; however, if PCs are not protected for power outage, you
should ensure that an expansion chassis (if present) is operational before system start
up. Upon reboot, the server performs a PCI bus scan. This must occur after the
expansion chassis has initialized. When installing or maintaining the system, you can
initiate the required boot sequence manually, but you cannot in the case of power
outage. To initiate the boot sequence, we recommend that you enable the HP BIOS
delay startup feature.
To achieve this delay in starting an HP server, the BIOS should be configured to delay
the startup as follows:
1

After rebooting and entering the BIOS setup page, select:


-> Server Availability -> Automatic Power-On
This value should be set to ON.

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.

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22

Chapter 1 - Getting Started

Setting up the Operating System

Setting up the Operating System


To set up the Operating System for the Recorder, please refer to the following topics:
z

Supported Operating Systems

Additional Required Components

Supported Operating Systems


The Recorder may be installed on the following server operating systems:
z

Windows 2003 32-bit Standard and Enterprise Editions (SP2)

Windows 2003 R2 32-bit Standard and Enterprise Editions (SP2)

For small TDM/IP Recorders (72 channels or fewer):


z

Microsoft Windows XP 32-bit Professional (SP3) - recorders with Enterprise


Manager (EM)
Microsoft Vista Business, Enterprise, and Ultimate 32-bit Editions (SP1)

For eWare only:

Microsoft Windows 2000 Server (SP4)


Microsoft Windows 2000 Advanced Server (SP4)

Client Operating Systems


The following is a general list of operating systems for client software (such as Agent
Capture or Screen Capture) or web-based clients (Recorder Manager or Viewer). For
specific requirements for a software client or web-based client, refer to the installation
guide for that product.
z

Microsoft Windows XP Professional 32-bit, SP3

Microsoft Vista Business, Enterprise, and Ultimate 32-bit Editions SP1

Microsoft Windows 2003 Standard and Enterprise Edition 32-bit SP2

Microsoft Windows 2003 R2 Standard and Enterprise Edition 32-bit SP2


Additional Notes:
z
z

The Observer client does not support Vista.


The Contact Visualizer client does not support any version of Microsoft
Windows 2003. For system requirements, see the Contact Visualizer
Installation Guide.
If you are installing Viewer, see the Viewer Installation and
Administration Guide for system requirements and configuration details.

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Chapter 1 - Getting Started

Setting up the Operating System

Additional System Support for Agent Capture


In addition to the client operating systems listed above, the following are supported for
Agent Capture:
z

VMWare

Terminal Services or Citrix XP


Specific requirements for Screen Capture Module are described in Screen
Capture Module Installation on page 178.

Additional Required Components


z

Microsoft Messaging Queue (MSMQ) with Active Directory Integration Disabled


(otherwise Viewer may not work properly), and HTTP Support Enabled
IIS 6 Server with Enable WWW Publishing Enabled
IIS 7 is preinstalled with the Vista operating system.

z
z

Time Synchronization on all servers (Windows Time Service is sufficient)


If applicable, information about the CTI integration (including details of tapped
trunks or extensions)

Path or connection details of the database

Adobe Reader 7.0 or later

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

Popup blockers are not supported.

The Observer client does not support Vista.


If you are installing Viewer, see the Viewer Installation and Configuration
Guide for system requirements and configuration details.

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24

Chapter 1 - Getting Started

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.

Required Windows Application Server Components for Single


Server
Your Recorder installation may fail if you do not set up specific Windows components in
advance. When performing a single server installation, the Application Server
components listed below are required. However, if you are performing a multiple
server install, only Viewer requires these components.
Your Recorder uses the following Application Server components:

Windows Application
Server component

Required Configuration

IIS 6 Server

Microsoft Message
Queuing (MSMQ)

z
z

Enable WWW Publishing option


Disable Active Directory Integration (otherwise
Viewer may not work properly)
Enable HTTP Support

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*

z Enable DTC access


Select Add or Remove Programs > Add/Remove
Window Components > Application Server, and
ensure that you select Enable Network DTC access.

* Windows 2003 only

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Chapter 1 - Getting Started

Configuring Windows

Configuring Windows Components for Viewer


In order to install Default Queries within Viewer, you must disable the Internet
Explorer Enhanced Security Configuration.
To remove the selection, do the following:
1

Navigate to Add or Remove Programs.

Select Add/Remove Windows Components. This opens Windows


Components Wizard.

Clear the Internet Explorer Enhanced Security Configuration check box.

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.

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Chapter 1 - Getting Started

Configuring Windows

Setting the PAE flag


If the system memory is over 3GB, the PAE flag must be turned on to ensure that
Windows 2003 can fully utilize memory. If you are using Windows 2003 Enterprise
Edition, the PAE flag is already turned on as the system default.
Use the following procedure to turn on the PAE flag.
1

Right click on My Computer.

Select Properties

Select the Advanced tab

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.

Locate the following line under the [operating systems] category:


For Windows XP:
[operating systems]
multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows XP Professional"
/fastdetect /NoExecute=OptIn
For Windows 2003 Server:
[operating systems]
multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Windows 2003 Server, Enterprise"
/fastdetect /NoExecute=OptIn
For Windows 2000 Server:
[operating systems]
multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows 2000 Server "
/fastdetect /NoExecute=OptIn

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.

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Chapter 1 - Getting Started

Configuring Windows

Select Exit from the Notepad File menu to exit the application.

10 Click OK on the Advanced tab.


11 Click OK on the Properties window.
12 Restart the computer to apply the changes.

Configuring Microsoft IIS


Internet Information Server (IIS) is a web server platform that only runs on computers
using a Windows operating system.
If you upgrade from Windows 2000 to Windows 2003, you must complete the following
additional steps:
1

Open Microsoft IIS.

In the navigation pane, expand the local computer node.

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.

In the navigation pane, expand the Web Sites node.

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.

Obtaining Required CALs


If you use Windows 2003 server or one or more applications that access SQL 2005, you
need the appropriate Client Access Licenses (CALs). This ensures compliance with
Microsoft's licensing agreement. Please review CAL requirements in your system
documentation before installing Microsoft products, or refer to
http://www.microsoft.com/windowsserver2003/howtobuy/licensing/caloverview.mspx.

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Chapter 1 - Getting Started

Configuring Windows

Configuring to Ignore Unsigned Drivers


Prior to installing Recorder you can eliminate the overhead of confirming unsigned
drivers during the install process.
1

Right click on My Computer.

Click Properties to display the System Properties dialog.

Click the Hardware tab.

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.

Click OK on the Driver Signing Options dialog.

Click OK on the Hardware tab of the System Properties dialog.

Split Swap File


The swap file must be split between the boot drive and the call buffer drives.
1

Right-click My Computer.

Click Properties.

Select the Advanced tab in the System Properties dialog.

In the Performance section, click the Settings button.

In the Performance Options dialog, click the Advanced tab.

Within the Virtual Memory section, click the Change button.

Select the Calls Buffer Drive from the list of drives.

Click System Managed Size.

Click the Set button.

10 Repeat clicking OK until you exit Properties.

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29

Chapter 1 - Getting Started

Database Requirements

Database Requirements
Database requirements are described by the following topics:
z

Supported Databases

SQL Server 2005 Installation Requirements

Oracle Installation Requirements

SQL Server 2005 Express Installation Requirements

Database Maintenance Jobs

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

.Net Framework v2.0

Windows Installer v3.1

The install file for .Net Framework is located in:


DVD2 - Recorder - Witness Brand\Recorder\OEM\Microsoft\dotnetfx_v2.0

Product

Database

Recorder

Microsoft SQL Server 2005 SP2 (Standard or Enterprise


Editions)
For eWare only: Microsoft SQL Server 2000 SP4
(Standard or Enterprise Editions)
Oracle 10g R2 Standard or Enterprise Editions (10.2.0.2)
For eWare only: Oracle 9i (version 9.2.0.7 and above in
the 9i series)

For Small Single


TDM/IP recorders (72
channels or less), and
Viewer only

MSDE 2000

For Small Single


TDM/IP recorders (72
channels or less), EM,
and Viewer only

SQL Server Express 2005

Enterprise Manager

Microsoft SQL Server 2005 SP2 Build 9.2.3042 or higher.


Oracle 10g (10.2.0.2.0)

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Chapter 1 - Getting Started

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.

SQL Server 2005 Installation Requirements


The following sections describe the SQL Server 2005 database requirements.

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.

SQL Server Service


Ensure the account that used by the SQL Server (2000/2005) Service has sufficient
privileges on the machine to create directories or files required to create databases:
z

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

SQL Database Size and Growth


The default database size (100MB) and growth factor (10%) set up during SQL Server
installation are not enough for the average Recorder. Resize your databases during the
interval between installing the Recorder and starting the Recorder. You should always
resize the database after installing the Recorder but before actually starting the
Recorder.
The recommended initial size for the eWareCalls database is around 6GB. Add
additional size based on tagging. The growth option should be kept to default. If
Archiving is enabled, then also allocate 6GB as the initial size for the Media database.
Resize the database according to the recording projections for your site(s). A general
rule of thumb is to allocate the initial database size to 6 months up to 1 year of
anticipated size. Keep Auto Increment turned on, but periodically check the size and
increase manually during off-peak loads.
Supply your own values for the variables below and use the following equation:
(C * H * D * K)/(1024 * 1024)= G

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Chapter 1 - Getting Started

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.

Expand Databases, right-click the database to increase, and then click


Properties.

In Database Properties, select the Files page.

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.

SQL Server 2005 Configuration


Verify that the required SQL 2005 configuration settings sections are in place before
installing Recorder:
z

Ensure that xp_cmdshell is activated in the SQL Server Surface Area


Configuration.

Ensure that the SQL Server Agent Service status is Running.

Manually set the TCP/IP Port for multiple SQL Server instances.

Ensure that the Remote Connection is activated for multi-server installations.


The default instance name for SQL Server is MSSQLSERVER.

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Chapter 1 - Getting Started

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 Surface Area Configuration for Features.

In the left pane, expand Database Engine.

Click xp_cmdshell.

Be sure that the Enable xp_cmdshell check box is selected in the right pane.

Click OK.

Verifying Agent Service Status


To ensure that the SQL Server Agent Service is Running:
1

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.

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Chapter 1 - Getting Started

Database Requirements

Enabling Remote Connections


The SQL Server 2005 default connection is local only. To allow remote clients to
connect to the database, you must change this setting.
1

Navigate to the Microsoft SQL Server 2005 Program Group, select


Configuration Tools to start SQL Server Surface Area Configuration.

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.

Select the Remote Connections node.

Ensure Local and remote connections and Using both TCP/IP and named
pipes radio-buttons are selected.

Click OK button to complete.

Setting the TCP/IP Port


To manually set the TCP/IP port to support Multiple SQL Server instances and remote
connections:
1

Navigate to the Microsoft SQL Server 2005 Program Group.

Select Configuration Tools menu to run the SQL Server Configuration


Manager. This will bring up the SQL Server Configuration Manager dialog.

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.

Restart SQL Server 2005 for the settings to take effect.

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Chapter 1 - Getting Started

Database Requirements

Oracle Installation Requirements


z

z
z

Install Oracle on a database server, choosing the Administrator installation type.


(This installs an Oracle driver OLEDB required by your Recorder.)
Create an Oracle database instance named ATLAS.
Install the Oracle client on your Recorder, choosing the Administrator installation
type.
Configure a Net Service Name using the Oracle Net Configuration Assistant. It is
mandatory to give the Net Service Name as ATLAS.
Complete the procedure below to configure Oracle to work with your Recorder.

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.

Locate the \OracleDatabaseScripts folder on your Recorder installation DVD, and


then copy the folder to a local drive on your database server.
Ensure the files are not read-only by modifying the properties of all files so
that the read-only flag is removed.

Open tablespaces.sql in a text editor and update the following entries:


z

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

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Chapter 1 - Getting Started

Database Requirements

Default tablespace names are:

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

Save the tablespaces.sql file.

Open a command prompt and change to the directory where the install scripts are
located.

Run the following command:


Install <System Password> <NetServiceName> [AtlasUserName,
AtlasPassword, EWCodeLogin, EWCodePassword, EWAPPSLogin,
EWAPPSPassWORD, EWAREROLE]
The seven parameters in [] are optional. If you provide these parameters, you can
create logins(users) with different names. If you don't provide these optional
parameters, the install script will create default names, passwords and roles.

The script runs and produces a log file.

Check the log file for any errors.


The Install Log file will show a few Warning messages. These messages do not
indicate any problem.

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

Run the following query from within SQL*Plus:

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.

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Chapter 1 - Getting Started

Database Requirements

SQL Server 2005 Express Installation Requirements


Install SQL Server 2005 Express, the default database, as part of the Recorder
installation process. Limitations of SQL Server 2005 Express include a 4GB maximum
size per database.
If you have already installed SQL Server 2005 Express before installing
Recorder, then you must uninstall SQL Server 2005 Express prior to installing
the Recorder.

Database Maintenance Jobs


Use the jobs described in this section to maintain your SQL or Oracle databases used
within a Recording environment.

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.

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Chapter 1 - Getting Started

Database Requirements

Adding a Disk Backup Device for Daily and Weekend Jobs


To add a disk backup device, type the following SQL statements:
IF EXISTS (SELECT * FROM master.dbo.sysdevices WHERE name = 'diskbackup')
EXEC sp_dropdevice 'diskbackup';
GO
In the SQL command below, change the physical location to a valid location and
filename. Then run the command.
EXEC sp_addumpdevice 'disk', 'diskbackup', '<valid location and filename>'

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

Open SQL Server Enterprise Manager or SQL Server Management Studio.

Navigate to SQL Server Agent->Jobs.

Right click on EWareArchiveFailSafeNotification and select Disable.

Exit Server Enterprise Manager or SQL Server Management Studio.

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

In SQL Server Query Analyzer, run an update statement for


ArchiveFailSafeConfigParameters table to update any of the following
parameters.
z

PurgeDuration

DelayDuration

WindowDuration

FilterString

SMTPServer

ToEmail

FromEmail

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Chapter 1 - Getting Started

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

In Oracle SQL Plus, run an update statement for the


ArchiveFailSafeConfigParams table to update any of the following parameters.

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Chapter 1 - Getting Started

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.

Live Monitor Requirements


The Recorder installation automatically installs Live Monitor. After installation, you can
choose whether to enable Live Monitor. The Live Monitor server aggregates states from
all Recorder servers at a location, regardless of the server. Although it makes no
difference on which particular server it is used, business needs may dictate a
preference, requiring input from the system architect.

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 any corporate antivirus policy enforcement to prevent the following


customizations from being lost.

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).

Exclude the following from being scanned:

The configured Calls folder (by default c:\calls)

SQL Server or Oracle database files

The Postgres database

Local DVD-RAM drives, if one or more are being used

Exclude the following file types from virus scanning:

*.xml, *.wav, *.outee, *.open.wav, *.open.xml, *.dat, *.tar, *.tmp


5

Exclude the following directory locations from virus scanning:


z

C:\Program Files\Witness Systems\ContactStore\ or


<Installation Directory>\ContactStore

C:\Program Files\Witness Systems\Unify\ or <Installation


Directory>\Unify

Also exclude the RetrievalCache folder. This location is specified by the


Configuration Viewer utility, but defaults to C:\RetrievalCache.
If scanning is not performed in real-time, schedule periodic virus scans for
non-peak hours.

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Chapter 1 - Getting Started

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.

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Chapter

Installing the Recorder


This chapter describes pre-installation tasks and procedures for installing
Recorder 7.8.1 software for both TDM and IP environments.
The recorder software installation is described in the following topics:
z

Pre-Installation Tasks

Typical Installation

Custom Installation

Enterprise Installation

Analyzer Installation

Setting User Preferences

Port Usage

Chapter 2 - Installing the Recorder

Pre-Installation Tasks

Pre-Installation Tasks
Before you install the Recorder or any Recorder Components, you should have
completed the following tasks:
z

Planning for deployment of the Recorder software on a single or multiple servers.


See Planning for Deployment on page 44
Reviewing the system and configuration requirements in:
z

Recorder Installation Overview on page 18

Hardware Setup on page 19

Setting up the Operating System on page 23

Configuring Windows on page 25

Database Requirements on page 30

Determining your network topology and the ports to be used by Recorder


applications (See Port Usage on page 109.)
z

To avoid the overhead of confirming each unsigned driver during the


Recorder installation, you can configure Windows to ignore unsigned
drivers. For details, see Configuring to Ignore Unsigned Drivers on
page 29
Prior to installation, ensure that the account used by the SQL Server
Service has the proper privileges to run correctly. Sufficient privileges on
the machine, such as to create directories or files, are required to create
databases.

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Chapter 2 - Installing the Recorder

Pre-Installation Tasks

Planning for Deployment


You can deploy the Recorder software on a single server or multiple servers.

Single Server Deployment (Typical Install)


In the Single Server configuration, all the Recorder components are installed on the
same server. This solution is ideal for customers who have a few channels to record
and where relatively little processing power is required. The Recorder can function on
its own using only tap-sense to start/stop recording and to provide metadata.
An example of Single Server deployment is shown in the following illustration.
Single Server Deployment

Note that Enterprise Manager is also included. You must use Enterprise Manager to:
z

Cluster IP Recorders

Manage Recorders from a single Enterprise

Use Integration Service

Use Screen Recording

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Chapter 2 - Installing the Recorder

Pre-Installation Tasks

Multi-server Deployments (Custom Install)


You can use the Custom Install option to install all components on one server or
different components on different servers in your network.
The following illustrates one of many possible multi-server deployment scenarios:
Possible Multiple Server Deployment Scenario

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

use Cybertech voice cards in a TDM environment,


install different Recorder components (for example, Viewer and Unify) on different
servers

enable Integration Service, or

specify your own service account for Viewer or Integration Service.

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Chapter 2 - Installing the Recorder

Installation Log Files

Multiple Server Distribution Table


The following listing shows the recommended distribution of servers:
Component*

Multiple Server Installations

Enterprise

2 Servers

3 Servers

n+ Servers

Recorder and Screen


Capture

Server 1

Server 1

1+ Servers

Integration Service

Server 2

Server 2

Server 2

Search and Replay

Server 2

Server 2

Server 3

Database**

Server 2

Server 3

1+ Servers

Enterprise Manager
Application Server

Server 2***

Server 2***

Server 4

*Recorder Manager is automatically installed on all Recorder servers.


**When installing system components on multiple servers, always install your Oracle
or SQL Server database first. The other components need database connectivity for
their installations.
*** You can install Enterprise Manager on a server with other applications. However,
because EM has specific RAM requirements, ensure that there is sufficient RAM for
installation and operation.
Note: Unify can exist for Greyfield multi-server installations.

Installation Log Files


If you have any issues with your installation, you can examine the installation log file
automatically created by the system. The installation log is located in your installation
directory, and uses the following naming convention:
WitnessInstall_<MajorVersion>_<MinorVersion>_<ServicePack>_<BuildNu
mber>.log
Note that this log file is only created when you install the Recorder or Observer
components.

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Chapter 2 - Installing the Recorder

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 Install the Recorder.

Click Run.
Do not click Save. If you click Save, the installation fails.

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Chapter 2 - Installing the Recorder

Typical Installation

Click Run again as confirmation.


Do not click Dont Run. If you click Dont Run, the installation fails.

Click Next in the wizard Welcome dialog.

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Chapter 2 - Installing the Recorder

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.

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Chapter 2 - Installing the Recorder

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...

You are prompted for


SQL Server information

The installer detected a


local SQL Server
database

You are prompted for


Oracle connection

The installer detected a


local Oracle connection

Type / Select...
z
z

z
z
z

The SA account password


The server name and port
number for the database

The server name for the


database
The service name for the
database
The Tomcat Port number

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Chapter 2 - Installing the Recorder

Typical Installation

If...

Then...

You are prompted to


choose either SQL
Server or Oracle

The installer detected


both SQL Server and
an Oracle database

Type / Select...

The database type you want


to use with your Recorder
(You are then prompted for
database information as
outlined above.)

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Chapter 2 - Installing the Recorder

Typical Installation

If...

Then...

Type / Select...

You are prompted to


either connect to a
remote SQL Server or
install a local SQL
Express database

The installer did not


detect a local database

z
z

The database type you want


to use with your Recorder
If you choose SQL Express:
a. you are prompted for the
SQL Express Installation
Path.
b. you are prompted for a
password for the SA
account.

If you choose a remote SQL


server, you are then
prompted for database
information as outlined
above.

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Chapter 2 - Installing the Recorder

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.

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Chapter 2 - Installing the Recorder

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.

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Chapter 2 - Installing the Recorder

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.

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Chapter 2 - Installing the Recorder

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.

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Chapter 2 - Installing the Recorder

Typical Installation

14 If you are installing an IP Recorder, you may be prompted to install WinPcap.


WinPcap enables applications to capture and transmit network packets, bypassing
the protocol stack. Follow window prompts to install WinPcap.

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.

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Chapter 2 - Installing the Recorder

Typical Installation

A second dialog may also display. Click Yes.

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.

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Chapter 2 - Installing the Recorder

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

This is scheduled to run daily (except Sunday) at midnight.


\Witness Systems\Database Files\WeekEndMaintenance.bat

This is scheduled to run every Sunday at midnight.


20 Launch Recorder Manager by clicking the desktop shortcut, and then typing the user
name superuser, and the password witness1.
After you launch the Recorder Manager for the first time, you may hear
alarms. These generally indicate that your license and voice cards are not
yet set up. This is normal, and configuring your recorder resolves these
alarms. You can also temporarily silence them by navigating to Alarms >
Alarm Settings and clearing the Audible Notification check box. The
alarms are triggered again according to your refresh rate (one minute by
default). You must resolve these alarms to permanently silence them.

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Chapter 2 - Installing the Recorder

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 Install the Recorder.

Click Run.
Do not click Save. If you click Save, the installation fails.

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Chapter 2 - Installing the Recorder

Click Run again as confirmation. The installation wizard opens.

Click Next in the Welcome dialog.

Custom Installation

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Chapter 2 - Installing the Recorder

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.

Click Next to continue.

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Chapter 2 - Installing the Recorder

Custom Installation

Type settings for each dialog in the following order for each component (see
Component/Install Setting Table below).

Component/Install Setting Table


Component
Attribute Database
(eWare Database)

Install Setting
z
z

z
z

Select this option to install the attribute database.


For an existing SQL or Oracle database: Type database
connection settings, including server name, user name, and
password, and then click Next.
For an existing Oracle database: Type the database connection
settings: Oracle server name and Oracle service name.
If there is no database installed, you are prompted to install SQL
Express or connect to a remote SQL server.

If SQL Express is selected:


a. Accept the defaults on the SQL Express Installation Path.
Otherwise, use the Browse button to change the
installation folder path.
b. You are prompted to type a password for the SQL Express
server.
c. Accept the default database path for log and database files
or use the Browse button to change the default.
If you have selected to keep the database during the
un-installation of a previous release, and choose to do a
fresh installation using 'Custom' options, ensure that you
select the 'Attribute Database' if you want to upgrade the
old database. Otherwise, the old database will be left as
is unless you uninstall the current installation and
re-install.

Note:

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Chapter 2 - Installing the Recorder

Custom Installation

Component/Install Setting Table


Component
Viewer
Webservices

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

Select the type of server you want to set up (TDM Recorder or IP


Recorder). 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.
Follow Steps 10 through 15.
If you choose to install Recorder without the Attribute Database,
then you need to:
- Select the database type.
- Type database Server Name
- Type database Instance (SQL server)
Type the Host name (server name) and Port number of the
Enterprise Manager Authentication server. This server
authenticates users who log on to this recorder from the
Enterprise Manager.
Select your Unify Configuration. If you select Yes, then you
have to select the type of Recorder (IP or TDM) to configure
Unify.
Select Single Machine or Servers for Multiple Recorders.
If you select Multiple Recorder for configuring Unify, then type
the number of Recorder nodes.
Type the Recorder names and their port numbers.
- Make a note of the Recorder Node Configuration information.
This will be required at the time of configuring the recording
nodes.

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Chapter 2 - Installing the Recorder

Custom Installation

Component/Install Setting Table


Component
Integration Service

Install Setting
z
z

Observer

Follow Steps 11 through 19.


If you choose to install Integration Service without the Attribute
Database, then you need to:
- Select the database type.
- Type database Server Name
- Type database Instance (SQL server)
Type the user account information to be used for accessing the
recorder, and provide the necessary Windows account user
name and password.
Type the Host name (server name) and Port number of the
Enterprise Manager Authentication server. This server
authenticates users who log on to this recorder from the
Enterprise Manager.

Select this option if you want to install 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.

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Chapter 2 - Installing the Recorder

Custom Installation

If required, you can safely reset the ServiceAccount password. 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.

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.

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Chapter 2 - Installing the Recorder

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.

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Chapter 2 - Installing the Recorder

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.

16 If you are installing an IP Recorder, you may be prompted to install WinPCap.


WinPCap enables applications to capture and transmit network packets, bypassing
the protocol stack. Follow window prompts to install WinPCap.

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Chapter 2 - Installing the Recorder

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.

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Chapter 2 - Installing the Recorder

Custom Installation

The first dialog is shown below.

A second dialog may also display. Click Yes.

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.

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Chapter 2 - Installing the Recorder

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

This is scheduled to run daily (except Sunday) at midnight.


\Witness Systems\Database Files\WeekEndMaintenance.bat

This is scheduled to run every Sunday at midnight.


21 Launch Recorder Manager by clicking the desktop shortcut and typing the username
superuser, and the password witness1.
After you launch the Recorder Manager for the first time, you may hear
alarms. These generally indicate that your license and voice cards are not yet
set up. This is normal, and configuring your recorder resolves these alarms.
You can also temporarily silence them by clicking Alarms > Silence. The
alarms are triggered again according to your refresh rate (one minute by
default). You must resolve these alarms to permanently silence them.

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Chapter 2 - Installing the Recorder

Installing Observer

Setting up Filters on IP Recorders


If you are installing an IP Recorder, it is recommended that you apply at least the
standard pcap filters to minimizes unwanted IP traffic. Without pcap filters, your
system may run slowly and performance may be poor. To apply pcap filters, launch
Recorder Manager and click General Setup > Cards and Filters and complete as
follows:
z

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.

Installing Cybertech Drivers


1

In Windows, on your desktop, right-click My Computer.

Select Properties.

Select the Hardware tab.

Click Device Manager.

Locate and expand Other Devices in the tree view.

Locate and right-click the entry corresponding to your Cybertech card.

Select Properties.

Select the Driver tab.

Click Update Driver.


The Hardware Update Wizard starts.

10 Follow window prompts to locate and install your card drivers.


Drivers are generally located in C:\WINNT\system32\drivers.

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.

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Installing Observer

Typically, a System Administrator grants access privileges to certain supervisors to use


the Live Monitor feature. These supervisors access the server containing the Live
Monitor application, navigate to the network file share directory
\\<recorderhostname>\ObserverClientInstall and click the Observer
Setup.exe file to install the Observer client on their computer.

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.

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Chapter 2 - Installing the Recorder

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

Centralized management of Recorders


Single sign-on for seamless access (users log on to Enterprise Manager to gain
access to all Recorders, rather than logging on to each Recorder separately)
Security privileges that can be enforced at both a Recorder level and at a granular
level, controlling which users can access which operations and/or components
The ability to import Recorders from Viewer, without the need to reregister the
Recorders

This information is described in the following topics:


z

Installing Recorder Components

Installing Enterprise Manager

Configuring Enterprise Manager

Requirements for an Enterprise Installation


z

You must install Enterprise Manager first if:

you have more than one recorder in your enterprise site


you intend to manage multiple recorders within an enterprise site
all recorders within the enterprise site have been previously licensed
you plan on using Integration Service to control recordings

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.

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Chapter 2 - Installing the Recorder

Enterprise Installation

Installing Recorder Components


For optimum performance, you need to install:
z

Recorder on one or more standalone servers at each location

Enterprise database server on a separate server

Viewer and Unify or Integration Service components on one or more different


servers

See Multiple Server Distribution Table on page 46 for the recommended distribution of
servers.

Installing Enterprise Manager


Enterprise Manager is an optional product that requires an additional server. Consider
installing it if you need to control Recorder Managers from a central location. You can
also use Enterprise Manager to view alarms from multiple Recorders, and copy
configurations across them.
To install Enterprise Manager, you must:
z

Set up your database

Install the Application Server

Set up your license


For detailed information on installing Enterprise Manager, insert DVD 1 of your
Workforce Optimization Suite, and then click Installation Instructions to
access browser-based documentation.

Setting up your database (SQL Server)


1

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.

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When the Welcome window opens, click Next.

Select I accept the terms of the license agreement, and then click Next.

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Select an installation location for log files, and then click Next.

Select the Create a New Database option, and then click Next.

Enterprise Installation

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Type the connection details for your SQL Server, including its name, port number,
and administrator password, and then click Next.

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Select Production Database (BPMAINDB and BPWHATIFDB), and then click


Next.

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Select your language, and then click Next.

10 Specify paths for your data and log files, and then click Next.

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11 The system prompts you to add the Warehouse Database Integration Package to
BPMAINDB. Select No, and then click Next.
The installation starts.

12 When your installation finishes, click Finish.

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Setting up your database (Oracle)


1

On your database server, insert DVD 2 of your Workforce Optimization Suite.

Navigate to the Db-Oracle directory, and then run the file


setupwin32console.exe.
If you use Oracle on a Linux or Solaris platform, see your browser-based
documentation for additional instructions. Insert DVD 1 of your Workforce
Optimization Suite, and then click Installation Instructions to access this
online Help.
The Welcome window opens.

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.

Select Production Database (BPMAINDB and BPWHATIFDB), and then click


Next.

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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.

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Enterprise Installation

Installing the Application Server


1

Insert the DVD and navigate to the following folder of your Workforce Optimization
Suite:
SuiteCd1-ApplicationComponents

Navigate to the AppServer directory, and run the file


setupAppServerWin32.exe.
However, if Enterprise Manager is being installed on the same server as the
Recorder, you must run the file, AppServer\EM\InstallEMOnSingleServer.bat.
The Welcome window opens.
Click Next.

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Select I accept the terms of the license agreement, and then click Next.

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Enterprise Installation

The installation wizard prompts you to choose a setup type. Select the
Verint Workforce Optimization Production Server option, and then click
Next.

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Select an installation location, and then click Next.


This directory also contains the installation log file.

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The AppLink Server Scalability Option dialog opens. Select No, I will only
install a single server, and then click Next.

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The installation wizard prompts you to select your database type. Select your
database type, and then click Next.

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Chapter 2 - Installing the Recorder

Enterprise Installation

The installation wizard asks whether you want to install and configure Scorecards.
Select No, and then click Next.

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Type the information to configure the connection for your production database
(BPMAINDB) and then click Next.

Your database server host name


Your database server instance name (if SQL)
The password for the BPMAINDB user account (The default is blue.)
If you are using Oracle, the installer additionally prompts for:
z
z

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.

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Enterprise Installation

10 Type the information to configure the connection for your What If database
(BPWHATIFDB), and then click Next:

Your database server host name (same as BPMAINDB)


Your database server port (same as BPMAINDB)
The password for the BPWHATIFDB user account (The default is blue.)
If you are using Oracle, the installer additionally prompts for:
z
z

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)

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11 Click Next to accept the default settings for your WLSAdmin user.

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12 Click Next to accept the default WebLogic settings.


The JVM heap size must be 256MB less than the total physical RAM.

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13 The Confirmation window opens. Click Next.

14 The installation process begins. It might take several minutes to complete.

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15 Click Next on the WebLogic BEA Jrockit JVM dialog.

16 When the BEA WebLogic dialog opens, click Next.

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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.

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19 Click Next on the Generating config.xml for BEA WebLogic dialog.

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20 Click Next on the Updating Uninstall XML dialog.

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Chapter 2 - Installing the Recorder

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.

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23 Click Finish.

You have finished installing your Enterprise Manager Application Server.

Setting up a license
1

Locate the license file, EMOnlyLicense.xml, on your DVD within the folder
\AppServer\EM.

In your web browser, navigate to the WFO Suite logon page:


http://localhost:7001/wfo

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.

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Click Browse... in the Upload License File window and navigate to your license
file.

Select the file, and then click Upload.

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In the Upload License File window, click Done.

Configuring Enterprise Manager


If you have successfully installed Enterprise Manager, ensure that the Enterprise
Manager server has network access to each Recorder and that the Recorders ports are
open.
Now you can log into Enterprise Manager to perform configuration tasks within EM. Use
the Enterprise Manager Administration Guide to navigate through configuration and
setup an enterprise according the plans from your System Architect. When your
organization is set up and matches your plan, you are ready to configure the Recorders
in the enterprise.

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Enterprise Installation

Correcting the Enterprise Manager Server Name on a Recorder


If Enterprise Manager is installed after the Recorder and you did not type the correct
EM server name during the Recorder installation, you must correct the EMServer
name. Installing Recorder establishes a default server name for Enterprise Manager
which remains as the default name in the configuration file after an EM installation.
You must manually edit the configmanager.xml file after the Enterprise Manager
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.

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Chapter 2 - Installing the Recorder

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

Perform steps 1 through 6 for a typical installation.


See Typical Installation on page 47.

In the installation Setup Type window, select Analyzer. Click Next.

Type the server name and port number of your Enterprise Manager Authentication
Server. Click Next.

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Chapter 2 - Installing the Recorder

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.

When the installation completes, click Finish.

Restart your computer.


You must now configure Analyzer. To do this, use Analyzer Manager to set up
preferences and network settings, and then configure Analyzers Call Control
Forwarding feature. For detailed instructions, see "Configuring Analyzer" in the
System Administration Guide.

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Setting User Preferences

Setting User Preferences


When you first log on to Recorder Manager, you should set your system preferences.
This includes items such as Language, Timezone, Regional Time Formats, and default
screen settings. This avoids incorrect time-stamps appearing on logs and reports.

Setting user preferences:


1

Launch Recorder Manager and, after typing your user name and password, click
Preferences.

Complete preference fields as follows:


z

Default Language: Choose the preferred language to appear in the interface


(Default English (United States.)
Default Regional Time: Choose a regional time format, such as the 24-hour
format. Default is English (United States, 24 hr.)
Default Time Zone: Choose the Time Zone where the recorder is located, such
as Eastern Standard Time. (Default Pacific Time (United States and Canada.)
Default Screen at Login: Choose the screen to first appear in the interface after
logon.
Default Numbers of Rows / Page: Choose the number of rows to appear in
the interface.
Show Navigation Images: Click to toggle between showing and hiding
graphical elements (icons) in the interface.
Repeat Header Every N Rows: Type a number, default 30, representing the
frequency that headers are placed in tables and other grids. For example, if you
type 30, a header appears every 30 rows.

Click Save.

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Chapter 2 - Installing the Recorder

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

TCP port for recorder


control clients such as
Unify, Recorder
Controller, and Live
Monitor State

7734

Yes

No

TCP port for IP Analyzer

42421*

Yes

Yes

HTTP Diagnostic Interface

1462

No **

No

TCP port for recorder


control clients such as
Unify, Recorder
Controller, and Live
Monitor State

42421*

No

Yes

HTTP Diagnostic Interface

1463

No **

No

TCP port for recorder


control clients such as
Unify, Recorder
Controller, and Live
Monitor State

42423*

No

Yes

HTTP Diagnostic Interface

Alarmer

50001*

Yes

Yes

Archiver

2500

Yes

Yes

Archive Media Control


Interface

Recorder
Manager

8080

Yes

No

Tomcat Web Server HTTP


port

Recorder
Manager

8443

Yes

No

Tomcat Web Server


HTTPS port

Attributes
(eWare) DB
(Oracle)

1521

No

No

Oracle Server port

Attributes
(eWare) DB (SQL
Server)

1433/
1434

No

No

SQL Server port

TDM Capture
Engine

Screen Capture
Engine

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Chapter 2 - Installing the Recorder

Port Usage

Server
Component

Server
Port

Configurable?

Accept
Connections
only from
localhost?

Description

Workflow DB
(Postgres)

5432*

Yes

Yes

PostgressSQL Server port

Live State

3500

Yes

No

TCP port for live


monitoring applications,
such as Observer and
Web Observer

Viewer

80

Yes

No

HTTP port for Viewer


search and replay client
applications

443

Yes

No

HTTPs port for Viewer


search and replay client
applications

1430,
1431

No

No

UDP ports for receiving


RTP streams

1433

No

No

RTP Audio

1430

No

No

1431

No

No

RTP Audio

Recorder Web
Service

3435*

Yes

Yes

Used by the Recorder


Manager application to
communicate with the
recorder web services

Enterprise
Manager

7001

Yes

No

Weblogic Server HTTP


port

7002

Yes

No

Weblogic Server HTTPS


port

Content Server

50100

Yes

No

HTTP retrieval port

Content Server

50150

Yes

No

HTTPS retrieval port

Recorder
Controller

3082

No

No

Control and Diagnostic


port for Recorder
Controller (Unify).

eQuality Connect
Adapter V6

3020

Yes

Yes

Port has been replaced


with the Integration
Framework listening on
port 3081

Observer

Web Observer

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Port Usage

Server
Component

Server
Port

Configurable?

Accept
Connections
only from
localhost?

Description

Integration
Framework

3080

No

No

Adapter, Control, and


Diagnostic port for
Integration Framework.
Typically used for
AIM/Capture Service
connections to the IF.
Also used for dynamic
workstations and logons.

Tomcat

8080

Yes

No

Tomcat HTTP port for


AudioServer, Web
Observer, Adapter, and
Archive Admin

Tomcat

8443

Yes

No

Tomcat HTTPS port for


AudioServer, Web
Observer, Adapter, and
Archive Admin

Viewer/IIS

80

Yes

No

HTTP port for voice and


screen replay
applications.

Viewer/IIS

443

Yes

No

HTTPS port for voice and


screen replay applications

RSA Key Manager


Server

7443

Yes

No

HTTPS port for KMS


administration and Key
Manager Clients.

Screen Capture
Module

4001

Yes

No

Server Port for Screen


Capture engine

4004

Yes

No

Admin port

Cisco Viewer

User configurable during install

Nortel DMS
Viewer B

User configurable during install

* 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

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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

Setting Up Your License for the First Time


In this step, you either set up a temporary license that will last for 10 days,
until you obtain the full license, or activate your full license.

Configuring call buffer


In this step, you check the call buffer location where calls get stored.
The installer always picks the drive with the largest free space as the Call
Buffer location. You can change the Call Buffer location in the General Setup
tab in the Recorder Manager. We recommend that the Call Buffer be located
on a different drive from system files. For more details, see the System
Administration Guide.

(For TDM environments) Configuring Voice Cards


In this step, you configure each voice card installed so that it will work in the
telephony environment and record calls.

Verifying the Installation


In this step, you make a call and check the results using a viewer
application. Once you have done this, installation is complete.

Chapter 3 - Post-Installation Tasks

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.

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Setting Up Your License for the First Time

Setting Up Your License for the First Time


Recorder licensing is designed to provide the maximum amount of flexibility in terms of
license coverage. You can have one of the following license types:
z

Temporary. This is a 10-day trial license that licenses up to a maximum of 400


concurrent call or optional screen recordings. Recordings during this time are
maintained, that is, kept on file, when you upgrade to a full license.
Full. This is a license for a specified number of concurrent calls or screens that can
be recorded.

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.

More information on soft licensing:


A soft license (a software-based limit equal to licensed concurrent calls or
screenscontacts that can be recorded minus 10) is built into every recording license.
The soft license is used to trigger alarms as the license limit is approached. The soft
license also ensures that you are warned well in advance before the license limit is
reached. When the license limit is reached, no contacts are recorded until the number
of concurrent calls falls below the license limit.
License statistics appear in the Recorders Status Summary which is accessed from
Recorder Manager (Status > Status Summary). These statistics keep you informed
about the number of contacts in progress, contacts within the soft license limit, and
contacts that exceeded the soft limit. Contacts that exceed the soft limit are shown as
unlicensed contacts.
Recorder alarms are triggered when the soft license limit is approached. For example,
if you purchase a license for 100 concurrent recordings, then your soft limit is set at

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Setting Up Your License for the First Time

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.

Activating the Recorder License for the First Time


When you login in to the Recorder when installing the system, you are required to
confirm your license or apply for a temporary one. The first time you log in to the
newly-installed application, you use the provided user ID and password. You then must
change the password and use the new password every time you access the application.
A license is bound to the MAC address of a network interface card on the recorder. If
the network interface card to which the license is bound becomes inactive, the license
is invalidated. This is true when the card is disabled, physically removed, or
unconfigured with TCP/IP. Users must therefore unconfigure the Internet Protocol
(TCP/IP) using Recorder Manager before activating the recorder license. Configuring
and unconfiguring NICs is described in Setting up Network Interface Cards in the
Full-time Recorder System Administration Guide.

To activate the Recorder license for the first time:


1

Launch the Recorder Manager and choose a language.

Enter the username and password supplied and click Activate.

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.

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Setting Up Your License for the First Time

In the Site License window do one of the following and then click OK:

To install a temporary, 10-day license, click 10-Day Trial License.

To install a permanent license, select License.

A different window displays according to your selection.


5

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.

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Setting Up Your License for the First Time

Click Activate. You must restart the Recorder server for the changes to take effect.

Re-activating a Recorder license


Use the re-activate license method for updating your software license to activate a full
license based on a temporary one, or when upgrading the features in your license,
such as adding more channels or adding screen recording.

To re-activate a Recorder license:


1

In the Recorder Manager click System > License. The License screen displays.

Copy the Activation Key field and click Update.

In the Activation Key area, enter the activation key.

Click Activate.
NOTE: If the license has an Expiration date, a warning message displays during the
final 10 days.

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Configuring Voice Cards

Configuring Voice Cards


This section applies to TDM Recorders only.
Configure your CTI voice card(s) to ensure that Recorder communicates properly with
the switch. You configure each voice card using the Recorder Manager to assign
channels to be recorded.

To configure each AI-Logix voice card


Configure each card to attach a switch type and recording method for recording calls.
1

In Recorder Manager, click General Setup > Voice Cards.


Recorder Manager automatically lists all voice cards that are installed.

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

Tap Sense Mode

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

Start on Tap = Never


Stop on Tap = Never

CTI/Unify During
Normal
Operation, Tap
Sense During
Fallback Mode

VOX, audio voice


energy only

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, audio voice


energy only

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

Click Save to save the configuration.

When prompted, restart the server, and then repeat this procedure for any
additional cards.

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Configuring Voice Cards

To configure each Cybertech voice card


This text is a placeholder until our UI is finished and we can document this process.
For Cybertech voice cards, you must upgrade each cards personality (i.e.,
firmware) before configuring it. Consult your Cybertech card documentation
for detailed instructions. Do NOT interrupt the firmware upgrade process.
1

In Recorder Manager click General Setup > Voice Cards.


Recorder Manager automatically lists all voice cards that are installed.
Exclamation marks indicate newly detected cards.

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

Tap Sense Mode

Channel Setting

CTI/UNIFY Driven Only, No


Recording without Unify when
in Fallback Mode

N/A

Start on Tap = Never


Stop on Tap = Never

CTI/Unify During Normal


Operation, Tap Sense During
Fallback Mode

Digital Extension Tap


Events

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

Digital Extension Tap


Events

Start on Tap =
Always
Stop on Tap = Always

Click Save to save the configuration.

When prompted, reboot the server.

Repeat this procedure for any additional cards.

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Verifying the Installation

Verifying the Installation


To verify that the Recorder has been installed properly, place a test call and play it
back or use Viewer to view the test call.
If you have any issues with your installation, you can examine the
installation log file automatically created by the system. This file logs any
issues encountered during installation, and can help troubleshoot the
process. The installation log is located in your installation directory, and
uses the following naming convention:
WitnessInstall_<MajorVersion>_<MinorVersion>_<ServicePack>_<BuildNumber>.log

Verifying Recorder installation


1

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.

Locate Witplayer.exe (generally located in <Installation


Directory>\ContactStore).

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

Read any error messages that appear.

Make sure that the speakers are turned on

Make sure that the recording has finished.

Make sure that your sound card is working. For example, check that sounds are
created from other applications.

Check that the LAN is fully operational

Check that the Recorder has been installed properly.

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Setting Alarm Notification Profiles

Viewing a call using Viewer


1

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).

Open Viewer in a browser by typing:


http://<server name>/witness
where <server name> is the name of the computer on which Viewer is installed.
If your Recorder and Viewer are part of a multi-server configuration, you must
add your Recorder to Viewer by adding a capture platform. You need your
Recorders serial number to do this. See your Viewer documentation for more
information

Do the following in Viewer:


z

Click the Viewer tab

In the Queries section, click the Last 10 Calls By Extension query.

Click Run the Query.

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.

Setting Alarm Notification Profiles


Set 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. You can also directly edit and delete a profile from this area of the
Recorder Manager. These tasks are described in the following topics:
z

Reviewing Alarm Notification Profiles

Creating or Editing an Alarm Notification Profile

Deleting an Alarm Notification Profile

Reviewing Alarm Notification Profiles


Review alarm notification profiles to assess current profile names and e-mail addresses
of the one or more persons who will be notified when an alarm is triggered. From this
information you can also determine if profiles must be created, edited, or deleted.

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Setting Alarm Notification Profiles

To review alarm notification profiles:


1

In the Recorder Manager click Alarms > Notification Profiles. A list of alarm
notification profiles is displayed.

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Setting Alarm Notification Profiles

Select an e-mail notification profile according to the following:

Field

Description

Profile Name

The name assigned to the Alarm notification

SNMP Nodes

The name of the SNMP nodes (Simple Network


Management Protocol) as created in SNMP
configuration.

Assigned to
Alarm

Yes/No list indicating if the alarm (as more than one


alarm can be assigned to a profile) has been assigned
to the selected notification profile.

E-Mail
Addresses

The e-mail addresses of alarm notification profiles


assigned to the alarm, separated by a comma or
semicolon.
NOTE: There can be zero or many addresses listed
here.

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.

Creating or Editing an Alarm Notification Profile


Create a new alarm notification profile or edit an existing profile to add or edit a
recipient to be notified by e-mail that an alarm has been triggered. To create a profile
click Create. To edit a profile, select a profile and click Edit.

To create or edit an alarm notification profile:


1

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.

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Setting Alarm Notification Profiles

Complete or review the fields according to the following:

Field

Description

Profile Name

The name of the profile assigned to the Alarm


notification

Assigned to
Alarms

Read-only field that indicates if the Profile Name has


been assigned to any alarms.

To Email
Addresses

The e-mail addresses of alarm notification profiles


assigned to the alarm, separated by a comma or
semicolon.
NOTE: There can be zero or many addresses listed
here.

Email
Notification
Language

Dropdown box that allows you to choose the preferred


language in which the notification will be made.

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Setting Alarm Notification Profiles

Field

Description

Available SNMP
nodes

Shows a list of all available SNMP servers/nodes


configured in the SNMP configuration. The notification
profile must be assigned to a listed node. To assign an
available SNMP node, select it and click the
right-pointing arrow.

Assigned SNMP
nodes

Shows the SNMP node(s) that has been assigned to the


current notification profile. To remove an Assigned
SNMP node, select it and click the left-pointing arrow.

Click Save.

Deleting an Alarm Notification Profile


To delete an alarm notification profile:
1

In the Alarm Notification window, select an alarm notification profile.

Click Delete.

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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

Uninstalling the Recorder

Pre-upgrading Tasks

Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1

Upgrading Viewer

Upgrading Enterprise Manager

Migration to v7.8.1

Moving from v7.8.1 to v7.8 SP3

Chapter 4 - Uninstalling and Upgrading

Uninstalling the Recorder

Uninstalling the Recorder


Uninstall the Recorder using the Windows Add/Remove Programs feature. Use this
procedure for Observer and Analyzer as well.
Back up all data before uninstalling the Recorder.

Open your Windows Control Panel.

Double-click Add/Remove Programs.

Select Recorder from the list of currently installed programs.

Click Change/Remove.

When prompted to Remove your installation, select Remove and then click Next.

When prompted for removing the database, click No.


We recommend that you do not remove your database as multiple Recorders
might be connected to it.
The uninstall process starts and removes the application.

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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.

Locate the Database Files


Before starting the upgrade, you also need to identify where the database files are
stored. This step only applies to a single-box solution, or the servers that host the
ContactViewer and eWare in a multiple-box solution.
To locate the database files for a SQL database:
1

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.

Back Up the System


Before starting the upgrade, you must back up the system in case you need to rollback
to the previous application, or understand the previous configuration of the application.
If possible, create an image of the server using an application like Norton Ghost or
Acronis Truelmage. If you do not have any software to create an image of the server,
you must manually complete the system back up, which includes existing TDM
application directories, the registry, and in some cases, the ComPlus applications
directory.

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Pre-upgrading Tasks

Backing Up the Database Maintenance Scripts and Jobs


If you have any customized database scripts, make sure you back them up before
performing the upgrade, as original script changes will clash with the new standard
tasks introduced with the upgrade. It is suggested that the original jobs are backed up,
and then integrated into the new standard tasks, which are separate and different from
the originals.

Backing Up the Existing TDM Application Directories


To manually back up the existing TDM application directories:
1

Go to the directory on which the application is stored, for example,


D:\ProgramFiles\Witness Systems.

Select ContactStore (if available or if upgrading TDM Recorder only),


ContactViewer (if available or if upgrading the ContactViewer component only),
and Unify (if available or if upgrading the Unify component only).

Right-click the applicable directories, and select Copy.

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.

Backing Up the ComPlus Applications Directory


If you are upgrading a single-box solution, or a ContactViewer server in a multiple-box
solution, you must back up the ComPlus Applications directory.
1

When you locate the ComPlus Applications directory, locate the directory that
begins with {A639A196-...

Right click the {A639A196-... directory, and select Copy.

Right click on a blank space in the directory window, and select Paste. A copy of
the selected directory is created.

Gathering System Information


Before starting the upgrade, record the following information:
1

The ServiceAccount and WorkFlowAccount passwords.

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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.

You are ready to begin the upgrade.

Postgres and Upgrading


z
z

Migration of Postgres data occurs only when upgrading a Recorder.


The Postgres (Workflow) account will not be removed by the upgrade but the
administrator can remove it at a later time.
Resetting the password as well as any other operations will not interfere with the
system after the upgrade because the Postgres (Workflow) account is no longer
referenced.
New installs will not create the Postgres account.

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General Recommendations Before Upgrading Databases


When upgrading databases, do the following:
z

Always back up databases before running upgrade scripts against them.

z
z

This is especially crucial for MSDE to SQL Express upgrades. See Specific
Recommendations for MSDE to SQL Express Upgrades on page 131.

Ensure minimal user activity when upgrading a database.


Make sure you have SQL 2005 database installed for EM, and the SQL 2000
databases from the instance used in 7.7/7.6 is migrated to SQL2005.
If the upgrade operation fails, determine the cause, restore the original database,
correct the fault, and restart the upgrade. Never assume that the upgrade script
will carry on seamlessly.

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.

Specific Recommendations for MSDE to SQL Express Upgrades


The two sections below describe specific requirements that you must follow in order for
a successful upgrade from MSDE to SQL Express. Preventing database loss and
changing the MSDE SA password are critical to this type of upgrade.

Preventing Database Loss During Upgrade


If you are planning to upgrade from a prior MSDE version to SQL Express using the
Recorder upgrade, you must use either of the two procedures below. These procedures
prevent database loss.
1

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.

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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

Navigate to the following folder in the product DVD:


Recorder\RecorderInstallation\UtilityScripts

Copy the following files to a temporary location, such as C:\UtilityScripts.


z

RemoveDuplicateLogins.sql

RemoveDuplicateLogins.bat

Open the Command Prompt window and navigate to the temporary folder.

Run the following command:


RemoveDuplicateLogins.bat <sa password>
Where
<sa password> is the password for the sa account.
You can ignore the error message that states the login is associated with a user and
login cannot be dropped.

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Changing the MSDE Password Before Upgrading to SQL


Express
To ensure the successful upgrade from MSDE to SQL Express, you must change the
MSDE SA password before beginning the upgrade to SQL Express. SQL Express
implements a strong password policy for its SA password, which MSDE does not. For
details about the strong password policy, visit
http://www.microsoft.com/smallbusiness/support/articles/select_sec_passwords.mspx
Verify if your organizations password guidelines adhere to the strong policy with your
system architect before changing the MSDE password.
Make a note of this password because you will use it during the upgrade.
To change the MSDE SA password:
1

Open command prompt and type:


osql -U SA -P CurrentPassword

Type:
sp_password 'CurrentPassword', 'NewPassword', SA

Type:
go

Type:
quit

Verify by connecting to MSDE with the new password:


osql -U SA -P NewPassword

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Pre-upgrading Tasks

Migrating SQL Server 2000 to SQL Server 2005


If you are moving from SQL Server 2000 to SQL Server 2005:
1

Install the eWare (Attributes) databases. Use the Recorder installation to


install the Attribute databases. Be sure that Platform Databases is selected if
doing a custom installation. This selection installs the eWare databases:ewarecalls,
media, audit, ewareconfig, eyretelsite, nga_sc and licence.

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.

Upgrade the database server in one of two ways:


z

Perform an in-place upgrade of SQL Server 2000.


- Make sure that the operating system of the existing SQL 2000 Server supports
SQL Server 2005. If not, you cannot perform an in-place upgrade.
- Ensure there are no active database connections (such as recording or
searching).
- Insert your SQL 2005 CD and select the upgrade of existing instance to SQL
2005 option.

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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.

Test the system.

Updating the SQL Server Logins


Database backups do not contain SQL logins; they only contain database users. After
you restore a backup, the links between users and logins need to be restored. (Logins
may be need to be created if they do not exist on a new machine.)
You need to run the script described in this section if:
z
z

you have moved the eWare databases to a new server (machine).


you have a new version of SQL Server installed and have restored eware
databases from backup.

This script can be used for eWare versions 7.7 to 7.8.1.


To update the logins:
1

In SQL Query Analyzer/Management Studio, connect to the SQL Server.

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

Click F5 to run the script.


Prior to 7.8.1, EWCODE, SITECODE and AUDCODE have sysadmin privileges.
The script does not replace or reduce any permissions, it only restores the
original state. If you need to reduce any permissions contact your eWare DBA.

Note:

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Upgrading Large SQL Server Databases


In sites with large SQL Server databases, some of the database improvements in this
version of the product can take a long time to run and can consume large amounts of
disk, transaction log, and tempdb space. This is particularly true for version 7.4 or
earlier of the database. Installation engineers and other users of this version of the
product need to be aware of the possible pitfalls when performing this upgrade on
large databases, and should take action to avoid them if possible.

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.

Use the following system-stored procedure:


EXEC sp_spaceused @objname = Ntablename

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.

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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

ItemModifiedDateTime column on EWareCalls.tblsCalls table.


Additional required disk space in MB = ((number of rows on EWareCalls.tblCalls *
8) / (1024*1024)) / 0.8

UserField6 column on EWareCalls.tblsCalls table.


Additional required disk space in MB = ((number of rows on EWareCalls.tblCalls *
15) / (1024*1024)) / 0.8

Filename column on Media.Filestore table.


Additional required disk space in MB = ((number of rows on Media.Filestore *
~30) / (1024*1024)) / 0.8

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.

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Database Migration from Oracle 9i to Oracle 10g


Beginning in release 7.8.0, Oracle 10g is supported. You can migrate data by two
methods:

Retain your 9i database and, additionally, setup a separate 10g database


Upgrade directly on the 9i database server

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.

Migrating data from 9i to a new 10g database


This procedure provides the steps required to establish a new Oracle 10g database
from the existing 9i Oracle database.
1

Export the ATLAS schema from old server

Create instance on new server

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.

Import the exported schema to the new server.

Run the create synonyms script. The create synonyms script is located Recorder
installation folder \OracleDatabaseScripts.

Test the system.

Upgrading an eWare Oracle Database


Scripts are provided to upgrade existing Oracle-based Recorder databases.
1

Locate the migration scripts directory on your Recorders installation DVD.

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.

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Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1

Run the following command which will execute the MigrationScripts


MigrationInstall [SystemUserPassword] [NetServiceName]
[CurrentVersion]
The above command:
z

Requires the [SystemUserPassword] for executing the "PreUgrade.sql" script,


which is intended for granting some of the permissions to database users.
Executes all the MigrationScripts based on the [CurrentVersion] passed to it. This
[CurrentVersion] is nothing but the version number returned by the SELECT
VERSIONNUMBER FROM VERSION; query.
Executes all the MigrationScripts with the ATLAS user account.

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.

Upgrading from Recorder v7.6.2, v7.7.1, and


7.8 to Recorder v7.8.1
Before upgrading the Recorder to 7.8.1, read or follow the steps that are documented
in General Recommendations Before Upgrading Databases on page 131. If you are
planning to upgrade an prior MSDE version to 7.8.1 SQL Express, you must follow the
procedure described in Specific Recommendations for MSDE to SQL Express
Upgrades on page 131.

Pre-Upgrade Procedures for 7.7.x Installations


The application of patches and service packs for Recorder and Analyzer version 7.7.x
can result in extraneous files being deposited into the ContactStore folder or new
settings being added to xml files. These changes can cause the upgrade to Release
7.8.1 to fail. The Smoother will delete extraneous files and reset xml files to a state
that will enable the standard version 7.8.1 installer to perform the upgrade correctly.

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Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1

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:

To run the utility:


1

Copy Smoother781.exe application to a location on the hard disk of the Recorder


(IP or TDM) or Analyzer being upgraded.

Run Smoother781.exe by double-clicking on the application in Windows Explorer.


When the operation is complete, press the OK button.

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.

Run Smoother781.exe by double-clicking on the application in Windows Explorer.


When Smoother has finished press the OK button.

Restart the Recorder or Analyzer server.

Complete any post-reboot operations that need to be performed as part of the 7.8.1
upgrade process.

Install all appropriate GA Patches.

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

The SQL Patch


The SQL script from patch CVWR781_13 is run automatically as part of the Smoother
operation. This script adds all existing SQL Server users to the LoginInformation table
with their original uids, resolving an issue with existing entries in the LoginInformation
table.

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Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1

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.

Locate and double-click the file Install.htm.

Click the Install the Recorder link.

Click Run.

When prompted to upgrade, click Yes.

When prompted for the Database Administrator Password, type the


Administrator user name and password.
If you have not upgraded your database to SQL Server 2005, an error
message will be displayed and you will not be allowed to continue the
upgrade process.
If you are upgrading from MSDE to SQL Express, type the MSDE SA password
you changed before starting this upgrade.

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Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1

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.

Complete the Enterprise Manager Authentication dialog and click Next.

10 When the upgrade is complete, click Finish.


11 Reboot the computer and log in as the same user ID used to run the Install. It is
important to log in as the same user to complete the Workflow Migration process. If
this is not completed, you may see Workflow connection alarms in the Alarm
manager.

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Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1

If your Recorder is part of a TDM environment, the Found New Hardware


wizard may appear when your computer restarts. If this happens, you need to
reinstall your voice card driver in order for the system to recognize it. Check
the device name displayed by the wizard. If the device name shown is an
AI-Logix card, complete the wizard to let Windows recognize the card. (The
card drivers are already installed on your system.) If the name listed is
Unknown device or PCI device, you can cancel the wizard.
12 After upgrading the Recorder, you may need to configure the \ContactStore\log
files directory if the upgrade process diverts this directory to an alternate location.
a. Navigate to Program Files -> Witness Systems -> ContactStore.
b. Double-click Logmanager.exe.
c. Select "DEFAULT" from the Choose Component list.
d. Confirm that the Directory field contains the correct location for the log files.
e. Confirm that the Trace Level is appropriate (Info is the default).
f.

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.

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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.

Upgrade notes for v7.6.2


When you upgrade from TDM Recorder version 7.6.2 to Recorder version 7.8.1, the
installation process upgrades the XML Command adapter. In practice, this becomes the
EM Alarm Collection adapter, but in Integration Server, the adapter continues to
appear as Witness - XML Command EM-RM.

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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.

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Upgrading Enterprise Manager

Upgrading Enterprise Manager


If you have used the Witness Enterprise Manager tool (EMT) with ContactStore IP
7.4.x, you must replace it with the Recorder Enterprise Manager (EM) 7.7.1. You
replace EMT with EM in a series of steps that ensures that Viewers and Recorders are
first disassociated from EMT, and then reassociated with EM, and that existing
Recorders and Viewers are imported into EM.
Sometimes names in EMT contain commas. For example, EMT may list John
Smith as smith, john. EMT to EM migration will not succeed, however, when
commas appear in names. To migrate successfully, remove commas from EM
names before exporting CSV files.

Upgrading from EMT to Enterprise Manager


To upgrade from EMT to Enterprise Manager 7.7.1, refer to the Compliance Recorder
Installation Guide (Release 7.7.1).
After upgrading to 7.7.1, you can then upgrade to EM v7.8.1.

Upgrading from Earlier Versions of Enterprise Manager


If WFM is installed, then you must follow the instructions from the WFM DVD.
The procedures in this guide describe instructions for Enterprise Manager in a
standalone installation without WFM.

Prepare for Upgrade


Since there are dependencies between the subsystems, the order of installation is
important. Installing items in the correct order eliminates the possibility of a
configuration problem.
1

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:

In Enterprise Manager, click System > Integration.


Select the Integration server that contains the adapters you wish to remove.
Click Workflow.
In the Workflow area, select the EM Alarm Collection and EM MESSAGING
adapters and click Delete.

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Upgrading Enterprise Manager

Stop the Integration (BPFX) Server.

Stop the Application Server (Weblogic) for Enterprise Manager.

Step 1 Upgrade the EM SQL Server Production Database


(BPMAINDB)
On the MSSQL Server where the Production database (BPMAINDB) is installed, upgrade
the Enterprise Manager SQL database to the latest version of the Enterprise Manager
SQL database.

Before You Begin


z

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.

Open SQL Enterprise Manager.

From MS-SQL Enterprise Manager, backup the BPMAINDB database.

Close/Exit SQL Enterprise Manager.

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.

Upgrading the EM SQL Server database


1

From the Recorder DVD, launch the EM Database setup by running:


DVDROOT\SuiteCd2_IntegrationAndThirdPartyComponents\Db-MsSqlServer\
dbSetup.exe

When the Welcome screen appears, click Next.

Accept the license agreement and click Next.

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.

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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.

10 It may be wise to back up all BPDB databases (such as BPMAINDB and


BPWAREHOUSEDB) for this upgraded Enterprise Manager. Use a different name
than you previously used (e.g., BPMAINDB_Suite_Final.bak, ) and make sure all
DBs are backed up on the same day. As you continue with the upgrade process, if
any problems should occur with any one of the databases, you should restore all of
the BPDB DBs at the same time (restoring just one of them will create data
inconsistency and will cause some of the applications not to work properly).
11 Remember to run this upgrade setup again on each MS-SQL server where any other
Enterprise Manager databases are installed.

Step 1 - Upgrade the EM Oracle Production Database


(BPMAINDB)
Since there are dependencies between the subsystems, the order of installation is
important. Installing items in the correct order eliminates the possibility of a
configuration problem.
On the Oracle 10g Server where the Production database (BPMAINDB) is installed,
upgrade the Enterprise Manager Oracle database to the latest version of the Enterprise
Manager Oracle database.

Before You Begin


z
z

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.

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Example: If you have BPMAINDB installed on a single Oracle server, its database
will be upgraded by the setup.
z
z

On Oracle 9i Server, backup the BPMAINDB database.


For all upgrades to 7.8.x, have your Oracle DBA upgrade your database(s) from
Oracle 9i to Oracle 10g and migrate your data before proceeding with the Oracle
upgrade.

Upgrading the EM Oracle database


1

From File Manager, upgrade the Enterprise Manager database by double clicking the
setup file:
dvd\SuiteCd2_IntegrationAndThirdPartyComponents\Db-Oracle\setupwin32console
.exe

When the Welcome screen appears, click Next.

Accept the license agreement and click Next.

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)

Select the option Upgrade Database and click Next.

Setup searches the Oracle instance and shows you which Suite databases are
installed. Click Next.

In the Summary Information panel, click Install.

The upgrade process begins. The next screens display the progress of the upgrade.
Once the installation is complete, click Finish.

10 It may be wise to back up all BPDB databases (such as BPMAINDB and


BPWAREHOUSEDB) for this upgraded EM. Use a different name than you previously
used (e.g., BPMAINDB_Suite_Final.bak, ) and make sure all DBs are backed up on
the same day. As you continue with the upgrade process, if any problems should
occur with any one of the databases, you should restore all of the BPDB DBs at the
same time (restoring just one of them will create data inconsistency and will cause
some of the applications not to work properly).
11 Remember to run this upgrade setup again on each Oracle server where any other
Enterprise Manager databases are installed.

Step 2 Production Application Server Installation


To upgrade the Production Application Server, you must follow the sequence:
z

Uninstall the current version of the Production Application Server

Install the new version of the Production Application Server

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Obtain a new Production License File

Install the new Production License File

Upgrading Enterprise Manager

Follow steps in the Migration to v7.8.1 section to upgrade the Recorders configured
previously in v7.6.2 or v7.7 EM.

Before You Begin


z

Do not use Add/Remove Programs to uninstall. Doing so will not remove all
components completely.

Uninstall the current version of the Production Application Server


1

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.

Install the new version of the Production Application Server


z
z

Make sure Enterprise Manager Production Database (BPMAINDB) is installed.


Check the TEMP environment variable to find the location of your TEMP directory.
The default is usually C:\Documents and Settings\[username]\Local
Settings\Temp (where [username] is your login name).

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Make sure you have at least 500MB of free space in your TEMP directory.

Make sure you have the Enterprise Manager License file.

From Recorder DVD, install the Production Application Server by running:

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

When the Welcome screen appears, click Next.

Accept the license agreement and click Next.

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.

The Scorecards dialog displays:


For SQL Server:
Click No when prompted to install and configure Scorecards and click Next.
For Oracle:
There is no dialog.

Configure the connection (data source) for your main production database
(BPMAINDB). Enter the following information:
For SQL Server:
z

Database server host name

Database instance name

The password of the BPMAINDB user (The default value is blue.)

For Oracle:
z

Database server Host Name

Database instance Port Name

Database server SID

The password of the BPMAINDB user (The default value is blue.)

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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

Database server host name

Database instance name

The password of the BPWHATIFDB user (The default value is blue.)

For Oracle:
z

Database server Host Name (same as BPMAINDB)

Database instance Port Name (same as BPMAINDB)

Database server SID (same as BPMAINDB)

The password of the BPWHATIFDB user (The default value is blue.)

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

Weblogic domain name

Weblogic server name

HTTP listen port

HTTPS listen port

JVM heap size


The JVM heap size must be 256MB less than the total physical RAM.

13 When the Confirmation screen appears, click Next.


14 The installation process begins. The next screens display the progress of the
installation. This step might take several minutes.
15 Click Next on the WebLogic BEA Jrockit JVM dialog.
16 Click Next on the BEA WebLogic dialog.
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.

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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)

Installing the EM License


Follow the procedure below to install the EM license.
1

Locate the license file on your DVD within the folder \AppServer\EM named
EMOnlyLicense.xml.

From Internet Explorer, navigate to the Enterprise Manager login page:


http://localhost:7001/wfo
(If you changed the default port during installation, you need to adjust the URL
accordingly).

Login as Username=wsuperuser and Password=pumpkin1.

Follow the steps below depending upon whether you are a new installation or an
upgrade installation:
New Installation:

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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.

In the Upload License File dialog, click Done.

Obtaining an EM License for a language other than English


If you want EM to use a language other than English, you must obtain a new license.
To request a permanent license, please email the request to one of the following email
addresses or technical support:
z

Americas

Asia Pacific

New installations: mailto:licenses@witness.com


Upgrade Installations: mailto:upgrades@witness.com
New installations: mailto:APAClicenses@witness.com
Upgrade Installations: mailto:APACupgrades@witness.com

Europe, Middle East and Africa

New installations: mailto:EMEAlicenses@witness.com


Upgrade Installations: mailto:EMEAupgrades@witness.com

Verifying the New EM License


1

Logout of Enterprise Manager and exit Internet Explorer.

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.

Verify that the correct License file is installed by visiting


http://localhost:7001/wfo with your browser. 7001 is the HTTP listen port you
entered when you installed the Production server. If you changed the default port
during installation, you need to adjust the URL accordingly.

Log in with Username=wsuperuser and password=pumpkin1 and wait until you


get the EM login screen (the first login might take a while to complete).

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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.

Upgrading the Integration Server


1

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.

Enter the Application Hostname and Port, 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.

Run the Integration Server by double-clicking the Integration Server Service


Manager icon in the desktop tray. Click Start Service.

Additional Information about Weblogic


Configuring Weblogic to run as a service
If you do not configure Weblogic to run as a Windows service during the installation
process, you can install the service at any time by going to the Windows Start menu
and selecting:
Programs > BEA WebLogic Platform 8.1 > User Projects >
<WEBLOGIC_DOMAIN_NAME> > Install Server as Windows Service

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Uninstalling the Weblogic service


If you later decide to uninstall the Weblogic service, you can do so by going to the
Windows Start menu and selecting:
Programs > BEA WebLogic Platform 8.1 > User Projects >
<WEBLOGIC_DOMAIN_NAME> > Uninstall Windows Service

Running the Weblogic server from a console window


When troubleshooting problems with the application server, it is sometimes useful to
run the server from a console window so that you can conveniently view log messages
as they happen. To start the application in a console window, go to the Windows Start
menu and selecting:
Programs > BEA WebLogic Platform 8.1 > User Projects >
<WEBLOGIC_DOMAIN_NAME> > Start Server in a Console Window

Collecting Server Log Files


If you have problems with the Application Server, your technical support
representative may ask you to collect the server log files. You can collect and package
the server log files into ZIP file by going to the Start menu and running:
Programs > BEA WebLogic Platform 8.1 > User Projects >
<WEBLOGIC_DOMAIN_NAME> > Collect Server Log Files

EM Database Migration from SQL Server 2000 to SQL Server


2005
Overview
Beginning in release 7.8.0, Microsoft SQL Server 2005 is supported.
This section describes the steps required to upgrade to Enterprise Manager using the
latest SQL Server 2005.

Migration Steps
The term "Database", as used in this section, refers to Enterprise Manager
BPMAINDB.
1

Backup the database from the SQL Server 2000 Installation.


a. Select Microsoft SQL Server from the Program Group, choose Enterprise
Manager.
b. Expand Console Root, Microsoft SQL Servers, SQL Server Group, (LOCAL)
(Windows NT), Databases.

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c. Right-Click on BPMAINDB database, choose All Tasks > Export Data


d. A DTS Import/Export Wizard will appear; follow the instructions in the wizard
panel to export the contents of the database.
2

Upgrade the database server in one of two ways:


z

Perform an in-place upgrade of SQL Server 2000.


- Make sure that the operating system of the existing SQL 2000 Server supports
SQL Server 2005. If not, you cannot perform an in-place upgrade.
- Ensure there are no active database connections (such as recording or
searching).
- Insert your SQL 2005 CD and select the upgrade of existing instance to SQL
2005 option.

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.

In the Connect to Server dialog, use SQL Server Authentication to


connect to the server.

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.

In the Summary tab, right-click on Databases and choose Restore


Database

e.

In the Restore Database dialog box, specify the To database: field by


selecting appropriate database
Specify the From database: field with the content backup from Step #2.

f.
3

Follow the instructions in the Restore Database dialog box to complete


this task.

Run the SQL DB Installer on the SQL Server 2005 database to upgrade.

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Troubleshooting Enterprise Manager BPMAINDB SQL Warnings


Possible Warning 1 You have not yet backed up the BPMAINDB database
Perform the backup from SQL Enterprise Manager and then retry.
Possible Warning 2 There are active open connections to the BPMAINDB
Database.
If the Recorder is running on the same computer as EM (Standalone system),
stop all Recorder services using the Windows Services Manager.
You must close the connections. If you get this warning, do the following:
Quick steps:
a. In the setup, click OK to the warning message.
b. Close/Exit SQL Enterprise Manager. Sometimes just having the SQL Enterprise
Manager open creates a connection. In the setup, test if you cleared the open
connections by clicking Next to the two screens for migration.
Detailed steps:
a. If you still get the active connections warning, in the setup, click OK to the
warning message.
b. Make sure you have stopped the Application Server (Weblogic) for Enterprise
Manager.
c. Make sure you have stopped the Integration Server (BPFX).
d. In SQL Service Manager (icon by clock), try stopping/restarting the SQL Server.
This will close open connections to the BPMAINDB database (however, some
processes like Weblogic will restart again quickly, so make sure these types of
services are off).
e. Once again in the setup, test if you cleared the open connections by clicking
Next to the two screens for migration.
f.

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.

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Generic Network Settings for SQL Server


Check Network Settings
z

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

Static TCP/IP address required


Make sure your machine has a Static IP address. SQL Server may refuse to accept
connections if you use DHCP where the IP address is allowed to change dynamically.

Machine network names


Make sure the machine's network name contains only alphanumeric characters (a-z
0-9) or a dash( - ). By convention, spaces, underscores ( _ ) or other punctuation are
not allowed.

Verify DNS accuracy


Make sure that the DNS server for the local network has the correct IP address for the
machine. You can verify this by going to a DOS prompt on a different machine and
typing the following:
nslookup DBSERVERNAME
where DBSERVERNAME is the host name of your server.
Make sure the IP address displayed by nslookup matches the IP address displayed by
ipconfig /all.

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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

Log on to the EM Application.

Migrate Recorders by clicking System > Installations.

Click Migrate All in the migration window.

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

Click Done when finished.

For more details on creating installation and data source, refer to the Enterprise
Manager Administration Guide.

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Moving from v7.8.1 to v7.8 SP3

Moving from v7.8.1 to v7.8 SP3


A maintenance release, v 7.8 SP3, is available for the Recorder and components.
Viewer 7.8 SP3 is bundled inside the Recorder 7.8 SP3, so it does not require separate
installation. There is a also separate service pack available to update the Enterprise
Archive (CAM), Visualizer, Observer, and Adapters packages. A Recorder that is
currently at 7.8.1 can upgrade to 7.8 SP3. If your Recorder is currently at a level below
7.8.1, such as 7.6.2, 7.7.1, or 7.8, you must first move to 7.8.1 before applying 7.8
Service Pack 3. Please refer to the earlier sections in this chapter to upgrade to 7.8.1.
Target Version

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

Please note the following:


z
z

Live Monitor is not supported.


Observer, Unify, MSMQ and IIS should be manually removed using Add/Remove
programs if no longer required.
When upgrading from 7.7.1 to any other version, the RetrievalCache should be
manually removed. The Viewer virtual directory and ComPlus components are
automatically removed, so Viewer can no longer be used.
After upgrade the UNIFYLOG folder should be removed if Unify is no longer
installed.

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,

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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

Confirm that the database has been upgraded.


Once the database is upgraded, run the Recorder upgrade on the other Recorder
servers and select Do not update database.
Please also refer to the "Custom Database Objects" entry in Notes section of the
Release Notes included on the installation DVD.

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

shut down Centralized Archiving

select a time when there are no Viewer or Visualization users running searches

select a time when there is no recording traffic

Upgrading Enterprise Manager


Enterprise Manager must be upgraded to 7.8 SP3 BEFORE the Recorder.

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.

Backup the BPMAINDB database.

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.

Install EM Application Server. See Step 2 Production Application Server


Installation for additional details.

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Once the EM Application Server has been upgraded, upgrade the Recorders.

Upgrading the Recorder


The installer must be logged into the Server being upgraded as Administrator
or a user with administration rights.
For Oracle sites only
Run the Oracle database migration script "v7_8_1 to v7_8_2.sql". A rollback script is
available to take the database schema back to latest GA patch but this will not
necessarily restore the exact schema that existed before the upgrade. The Oracle DBA
must establish a rollback position for the database if rollback to the exact schema is
required.
For All sites
1

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.

Do NOT reboot following the completion of the install wizard.

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.

See Post-Upgrade Configuration for optional configuration steps 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.

Silent install procedure


To run the recorder install silently, edit the batch file Recorder_SilentInstall.bat
included with this update to site-specific settings before running it.
The parameters to change are as follows (remove the square [] brackets):
[Database_Name] is the database name this value can be seen in the tag
<SQLServerName> from the file installconfig.xml in the Witness Systems directory

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[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.

IP Protocols. After you upgrade an IP Recorder, the protocols used in the


previous version are not automatically carried forward. To resolve this, you need
to specify the protocols again. To do this

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a. Launch Recorder Manager.


b. Choose General Setup > Network Settings > Protocols.
c. Select the applicable protocol, and then click Save.
z

Alarm Messages. Three Integration Framework alarms will not display correctly
when the following error conditions occur:

The Recorder loses connection from the Integration service.


The connection is lost to the primary Integration Service.
The connection is lost to the secondary Integration Service.

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.

Open a command prompt and change the directory to \Witness


Systems\Tomcat5\bin folder.

Execute the command TomcatPatch.vbs.

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.

Navigate to the folder \Witness Systems Tomcat5\config.

Using a text editor such as Notepad, open the ConfigManager.xml file.

Locate the entry <Language code="en_US"/> in the file.

Add the new entry <Language code="ja_JP"/> below it.

10 Save and close the file.


Please note the following limitations/corrections for Japanese localization:
z

Viewer Administration System information may contain untranslated strings


If so, change the database after installing. To do this:
a. Open 'EyretelSite' database.
b. Select the 'Location' table
c. In the 'Location Name' column, translate column content 'Default Location' to
Japanese.

In some instances, Japanese text appears partially garbled in the Manage


Extensions window. The same text appears correctly in other areas of the
application.

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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

Maximum time that an HTTP


request will run before being
timed out. Default is 30
seconds.
Can be used if retrieval requests
are being delayed unreasonably
by offline or slow response
machines

FileshareEnabled

Systems\Main Eyretel
System\General

True/False

If retrieval is slow then it may


be that Viewer is trying to
fallback to FileShare retrieval.
This is not operational on most
installs and so should be
disabled.

ENABLE_MASTERSOCKET

Systems\Main Eyretel
System\General

True/False

Set to False to use simple


socket API to transfer data
between Viewer and the client
instead of CSocketMaster
module.

HTTPRetrieverTimeout

Systems\Main Eyretel
System\General

Number of
seconds

Maximum time for the


HTTPRetriever to remain open
without update; default is 900
seconds (15 minutes).
Can be used if
EyrInfHttpRetriever.exe tasks
are building up in Task Manager
list of processes.

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Option Name

Location

Value

Description

InumRetrieverTimeout

Systems\Main Eyretel
System\General

Number of
seconds

Maximum time for the


InumRetriever to remain open
without update; default is 900
seconds (15 minutes).
Can be used if
EyrInfInumRetriever.exe tasks
are building up in Task Manager
list of processes.

DBQueryTimeout

Systems\Main Eyretel
System\General

Number of
seconds

Maximum time that a database


statement will run before being
timed out. Default is 30
seconds.Can be used if search
queries are timing out
frequently.

HTTPTimeout

Systems\Main Eyretel
System\General

Number of
seconds

Maximum time that an HTTP


request will run before being
timed out. Default is 30
seconds.
Can be used if retrieval requests
are being delayed unreasonably
by offline or slow response
machines

To apply any of the above configuration options:


1

Log in as a member of the Administrator role.

Run EyrBSConfigurationViewer.exe under the ComPlus applications directory.

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

Select Control Panel > Administrative Tools> Component Services.

Under Component Services, navigate to Computers > My Computer > COM+


Applications.

Right-click Application Portal and select Properties.

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.

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Chapter 4 - Uninstalling and Upgrading

Moving from v7.8.1 to v7.8 SP3

Uninstalling 7.8 SP3


The procedures in this section describe how to remove 7.8 SP3 and revert to 7.8.1.
Refer to the Release Notes included on the installation DVD for the most
up-to-date upgrade instructions.
For Oracle Sites Only
Revert to a pre-7.8 SP3 schema by rolling back the Oracle migration scripts. There is a
single batch file, MigrationRollback.bat, created to do this (but note this will only take
the database back to the latest GA patch level). For sites where rollback to the exact
schema is required, the Oracle DBA should restore from the established rollback
position.
For SQL Server Sites Only
Revert to a pre-7.8 SP3 schema by rolling back the SQL Server migration scripts. The
\Database\SQL Server Scripts\Rollback folder on the 7.8 SP3 CD/DVD includes one
script for each database named Rollback_<database>...sql created to do this (but
note this will only take the database back to the latest GA patch level). For sites where
rollback to the exact schema is required, the DBA should restore from the established
rollback position.
For all sites Recorders
1

Select Start->Control Panel->Add or Remove Programs.

Select the Recorder 7.8 SP3 install and click Remove.

Follow the online instructions.

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

Restart the Server.

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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

Back up the ai-logix.bat file in the \Witness Systems\ContactStore directory.

Using a text editor such as Notepad, edit the file.


Replace the following line:
MsiExec.exe /i "C:\PROGRA~1\WITNES~1\ContactStore\Ai-Logix
SmartWORKS.msi" ALLUSERS=1 /qn /lvoicewarmup
"C:\PROGRA~1\WITNES~1\ContactStore\Ai_Logix.log"
With:
MsiExec.exe /i "C:\PROGRA~1\WITNES~1\ContactStore\Ai-Logix SmartWORKS
3.10.3.msi" ALLUSERS=1 /qn /lvoicewarmup
"C:\PROGRA~1\WITNES~1\ContactStore\Ai_Logix.log"

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.

Run the ai-logix.bat in the \Witness Systems\ContactStore directory. You can


double-click on the file from Windows Explorer to run it.
This will take a number of minutes to stop the capture service, un-install the new
version of SmartWorks and then install the original version. The server will restart
at the end of this process. If you are prompted by Windows with Found New
Hardware wizard go through it and accept the Ai Logix cards.

Reboot the Recorder server one more time.

Confirm in the Recorder Manager that the voice cards are detected and no alarms
are raised.

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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.

Appendix A - Setting Up ExecRecord

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

Cisco CallManager version 3.2 or above

Recorder

Microsoft IIS 6 Server with the Enable WWW Publishing option Enabled

IP phones

Stage 1: On the Recorder


Step 1: Install ExecRecord Service
This step ensures that essential files are copied to the computer. This includes active
server pages (.asp files) that Cisco IP phones use to communicate with the Recorder
system. To copy essential files to the computer:
1

Create a folder named ContactExec in the following directory:


C:\Inetpub\wwwroot

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

UnifyComms.asp file (for non-color phones)

UnifyCommsColor.asp file (for color phones)

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Appendix A - Setting Up ExecRecord

Installing ExecRecord

If you are working with a single box standalone solution, the address is
typically 127.0.0.1.

Step 2: Install the w3Sockets Object


To enable the ExecRecord pages to communicate with Unify:
1

Double-click the sockets.exe file in the C:\InetPub\wwwroot\ContactExec


directory. This is a self-extracting compressed archive.

Accept the defaults, and then click Unzip.

A readme.txt file opens in Notepad. Close this.


A dialog opens, indicating that socket.dll has been successfully installed.

Click Finish.

Stage 2: In Cisco Call Manager Administration tool


Identifiers, tasks, or buttons may vary depending on your version of CCM. Use
the CCM help to identify the exact terms and steps.

Step 3: Add the Phone Service


To add a phone service once you have copied essential files:
1

Log into the Cisco CallManager Administration tool.


The URL for this is typically http://<IPAddress>/ccmadmin

Do one of the following:


z

For CCM versions 3 or 4:


Click Feature > Cisco IP Phone Services.

For CCM versions 5, 6, or 7:


Click Device > Device Settings > Phone Services.

To add a new phone service:


z

For CCM versions 3 or 4


Click the Add a new IP phone service link.

For CCM version 5, 6 or 7


Click the Add New button (v5, v7) or Add button (v6).

The Cisco IP Phone Services Configuration page opens.


4

Type the following details:


z

Type the service name in the Service Name box. Typically, the service name
is ExecRecord.

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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

Click the Enable check box (if present).

To commit the changes:


z

For CCM 3 or 4:
Click Insert.

For CCM 5, 6, or 7:
Click Save.

You have completed adding a phone service. If your environment is Recorder


Controlled (the DataSource Member Group is set to Recorder Controlled), proceed
to Step 4: Subscribe a Phone to a Service. Otherwise, go on to step 7.
7

Only for environments that are not "Recorder Controlled":


a. Under Service Parameter Information, click New.
b. Type the following information:
Parameter Name: Extension1
Parameter Display Name: Extension1
Default Value: [Leave this field blank]
Parameter Description: Primary Extension Number
c. Click Parameter is Required.
d. To commit the changes and close the dialog:
z

For CCM 3 or 4: Click Update and Close.

For CCM 5, 6, or 7: Click Save and Close.

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.

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Appendix A - Setting Up ExecRecord

Installing ExecRecord

Step 4: Subscribe a Phone to a Service


Subscribe phones and users to the new phone service. Refer to the Cisco CallManager
Administrator Guide, or follow the general subscription steps:
1

From the Device menu, select Phone.

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.

To navigate to the Subscriptions page:


z
z

For CCM 3 or 4: Locate and click Subscribe/Unsubscribe Services link.


For CCM 5, 6, and 7: Click Subscribe/Unsubscribe Services from the-drop
down list and click Go.

Select ExecRecord (the service you created earlier) from the Service drop-down
list, and then click:
z

For CCM 3 or 4: Click Continue.

For CCM 5, 6, and 7: Click Next.

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.

When finished, click Subscribe and close the dialog box.

Click Save.

For CCM 7: On the Phone Configuration page, under Association Information,


click Add a new SURL.
a. Under Button Service, select the service name that you just selected to
subscribe, ExecRecord. The other fields are automatically populated once you
select the service.
b. Select Save.
c. Select Close.
d. Once the new SURL is added, the link Add a new SURL is no longer available;
there is a new link with the service name added (ExecRecord typically.)

Repeat steps 1 through 8 for each phone to which you must publish the services.

10 On the Phone Configuration page click:


z

For CCM 3 or 4: Click Reset Phone.

For CCM 5, 6, and 7: Click Reset.

The Reset Device dialog box opens.


11 Click Reset and close the dialog box.

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Appendix A - Setting Up ExecRecord

Installing ExecRecord

Stage 3: Create a Unify TCP adapter


Use the following procedure to create a Unify TCP adapter.
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:

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

Type a unique name for this adapter. Do not use any


special characters or characters that truncate xml.
This field is not case sensitive.

Description

Type a description of the adapter (optional).

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Appendix A - Setting Up ExecRecord

Installing ExecRecord

Field

Description

Adapter Type

This is a read-only field that specifies the adapter


selected in step 3.

Run From

This is a read-only field that specifies the server


from which the adapter is run.

Startup Type

Select a startup type: Automatic, Manual, or


Disabled.

DataSource

Select a data source.

Port

Specify the port that the Unify TCP adapter is


listening on. The default is 6666.

Message Type

Select the MessageType.NGAType option if you will


use the adapter for ExecRecord functionality. Select
MessageType.DesktopApplMsg if you will use the
adapter for recording control.

Under Advanced Settings, use the Key and Value fields to enter any proprietary
pairs that are in use in your system.

Click Save. The adapter appears in the left-hand pane.

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Appendix A - Setting Up ExecRecord

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Appendix

Screen Capture Module


Installation
This appendix contains the following information:
z

Screen Capture Requirements

Screen Capture Module & AIM Installation Overview

Installing Screen Capture Module & AIM

Automated Installation of Screen Capture Module & AIM

Screen Capture in a Citrix or Terminal Services Environment

Appendix B - Screen Capture Module Installation

Screen Capture Requirements

Screen Capture Requirements


The Screen Capture Module software is compatible with the following operating
systems:
z

Windows Server 2003 R2 SP2 (32-bit Standard and Enterprise Editions)

Windows Server 2003 SP2 (Standard and Enterprise Editions)

For small systems with 120 or fewer channels:


z

Windows XP Professional SP3

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

Standard Desktop Client

Bridged-moded

Static IP Addresses per Session

IP Addresses are NOT shared

Each session should have dedicated processor space

Other Requirements
z

Microsoft Windows Installer 3.1 (MSI)

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Appendix B - Screen Capture Module Installation

Screen Capture Module & AIM Installation Overview

Screen Capture Module & AIM Installation


Overview
The instructions in this section must be completed on each agent workstation or
terminal server where Screen Capture Module and (optionally) AIM are required.
If a previous version of Screen Capture Module exists on the agent workstation or on
the terminal server, the installation program automatically removes it; no manual
removal is required.
Use the sections that follow for installation on terminal servers and on agent
workstations. Any installation differences are noted below.

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

Using Windows Explorer, browse the contents of the DVD.

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.

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Appendix B - Screen Capture Module Installation

Screen Capture Module & AIM Installation Overview

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.

Screen Capture Module Compatibility


Screen Capture Module 7.8 compatibility with different versions of the Quality
Monitoring Server and Full-time Recorder:
Quality Monitoring Version

Comments

7.8

Fully Supported

7.7

Partially Supported*

7.6, 6.5, 6.4 and 6.3

Partially Supported**

Full-time Recorder Version


7.8

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

7.8 - QM and FTR

Fully Supported

7.7 - QM only

Partially Supported*

7.6, 6.5, 6.4 and 6.3 - QM only

Not Supported

* Supported only if Data Encryption/Server Authentication features are disabled since


the data encryption algorithm changed from the Blowfish Algorithm to the AES256
algorithm.
** Supported without Data encryption and server authentication features as these
features were not available in these versions of Quality Monitoring.

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Appendix B - Screen Capture Module Installation

Screen Capture Module & AIM Installation Overview

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

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Appendix B - Screen Capture Module Installation

Installing Screen Capture Module & AIM

Installing Screen Capture Module & AIM


Installing Screen Capture Module & AIM Using the Windows
Installer
You use the Windows Installer for most workstation installations.
1

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.

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Appendix B - Screen Capture Module Installation

Installing Screen Capture Module & AIM

If the install detects terminal server, this dialog displays.

To continue installation in a Terminal Services Environment, please see Installing


the Screen Capture Program on page 213.
4

At the Destination Folder dialog, accept the defaults or click Change to select a
different destination folder.

Click Next when finished with selections.

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Appendix B - Screen Capture Module Installation

Installing Screen Capture Module & AIM

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.

Full-time Recording installations only: On the Integration Services options


dialog, if you use Integration Services, select the checkbox and specify the
Integration Services server by name and port number in the Connect Adapter URL
field. If you have more than one Integration Services server, use a comma to
separate each Connect Adapter URLs (name and port pair).

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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.

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Property

Description

Use CTI with AIM

Allows the user to log on to AIM through


CTI, such that no separate logon to AIM is
required.
Use the data connection name for
automatic logon.

Use Manual Login

Requires users to manually log on to AIM


and requires additional configuration
described below.

Enable Asynchronous
Terminal Login

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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.

Click Next when finished entering values for these fields.

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11 In the Ready to Install the Program window, click Install. The installation begins.

12 Click Finish to complete the installation.

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Automated Installation of Screen Capture


Module & AIM
You can launch an unattended installation of the Screen Capture Module & AIM on
agent desktops.
The information contained in this section helps you to plan and deploy automated
installations to agent desktops. If you require more detailed information, consult the
documentation or provider for your third-party resource/configuration management
solution.
Use one of the following methods to help you deploy unattended installations of Screen
Capture Module & AIM:
z

Screen Capture Module & AIM Silent Installation on page 191

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

Silent Installation Basic Properties on page 192

Silent Installation AIM Properties on page 194

Silent Install Examples on page 208

Applying changes using a transform (.mst) on page 209


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. We cannot be held
responsible for incorrectly deployed software or the effect it can have
on an agents workstation or operating system.

When Copying Files for Installation


Regardless of the method used for automated installation (silent installation, Microsoft
SMS, or Novell ZENworks), if you are copying the installation files from the DVD to
another location, you must copy the appropriate files depending on the launch method
used.
The distribution folder contains two files:
z

setup.exe

Screen Capture Module.msi

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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.

About Property Names/Values and the Case Used


In the tables of properties and the command line examples that appear in this
appendix, you must duplicate upper- and lowercase for the names and values as
illustrated.
z

Property names must be all uppercase.

Property values are case-sensitive and must be used as shown.

Screen Capture Module & AIM Silent Installation


Use the silent installation method to deploy Screen Capture Module and AIM to agent
desktops without the support of a third-party resource/configuration management
solution.
Silent installation uses a basic MSI Windows installer package. The silent installation is
command-line based.
The Windows Installer 2.0 engine is included in the setup.exe included with the
installation. Running MSI from setup.exe checks for and automatically installs the
required Windows Installer engine.
Parameter names and values are case sensitive and must be used as shown.

Silent Install and Windows Vista


On Windows Vista, Administrative privileges are needed in order to run the silent install
successfully. Any of the following methods can be used:
z

login as administrator and run the silent install

run the Command Prompt in administrator account and run the silent install

use a distribution tool such as SMS or Tivoli to deploy the package

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Silent Installation Basic Properties


The following properties are required for any installation. Review them and record the
required values for your environment.
Properties listed in subsequent topics are dependent on and, in some cases,
determined by the values assigned to the following basic configuration properties:
z

INSTALLDIR

AGENT_MONITORING_ENABLED

ENCRYPTION_DATAENCRYPT

ENCRYPTION_WSSPATH

COLOR_REDUCTION

CONN_QM_SERVER

CONN_INTG_SVC

INTG_SERVERS

UNIFY_SERVERSLIST

Basic Property Definitions


INSTALLDIR
Description:

Specifies the folder path where the software is installed.

Restrictions:

Any valid Windows path.


Default: <Program Files>\Witness Systems\Screen
Capture Module

AGENT_MONITORING_ENABLED
Description:

AIM is installed if this property is set to TRUE.


z TRUE = install AIM.
z FALSE = do not install AIM.
Any value other than TRUE, including nothing (NULL),
equals FALSE.

Restrictions:

Default: NULL (FALSE).

ENCRYPTION_DATAENCRYPT
Description:

Determines if data encryption is selected.


TRUE = data encryption is selected.
FALSE = data encryption is not selected.
Any value other than TRUE, including nothing (NULL),
equals FALSE.
z
z

Restrictions:

Default: NULL (FALSE).


If selected, make sure that Data Encryption is
enabled in System Administration Root Settings.
Note:

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ENCRYPTION_WSSPATH
Description:

Specifies the path for the agent.wss file.


If the restrictions are met, set this property to the same
folder as INSTALLDIR.
z If the restrictions are not met, exclude this property
from the command line.
z

Restrictions:

Any valid Windows path.


Default: <Program Files>\Witness Systems\Screen
Capture Module

Description:

Sets the ColorReduction value.


z New installations of the Screen Capture Module set the
ColorReduction value to 1.
z Upgrade installations of the Screen Capture Module
retain the existing ColorReduction value.
z Can be changed by System Administrators in registry at
HKEY_LOCAL_MACHINE \ SOFTWARE \ Witness
Systems \ eQuality Agent \ Capture \CurrentVersion

COLOR_REDUCTION

Restrictions:

Default: 1

CONN_QM_SERVER
Description:

Determines if the connect to Quality Monitoring Server is


selected.
z TRUE = Connect to Quality Monitoring Server is
selected.
z FALSE = Connect to Quality Monitoring Server is not
selected.

Restrictions:

Default: NULL (FALSE).

Description:

Determines if integration service is selected.


z TRUE = connect to Integration Services is selected.
z FALSE = connect to Integration Services is not
selected.
Any value other than TRUE, including nothing (NULL),
equals FALSE.
INTG_SERVER is only enable when CONN_INTG_SVC =
True.

Restrictions:

Default: Empty string

CONN_INTG_SVC

INTG_SERVERS

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Description:

Identifies each server by a pair of name and port number


separated by colon.
If the 'Connect To Integration Services' check box is
unchecked then set this setting to empty string else set
to user entered string.
z If empty, set this property to empty string.
z If string is entered, set this property to user entered
string.

Restrictions:

Default: Empty string

UNIFY_SERVERSLIST
Description:

Identifies each server by a pair of name and port number


separated by colon.
If the 'Connect To Unify' check box is unchecked then set
this setting to empty string else set to user entered
string.
z If empty, set this property to empty string.
z If string is entered, set this property to user entered
string.

Restrictions:

Default: Empty string

Silent Installation AIM Properties


The following groups of properties determine how AIM is installed and what AIM
features are available:
z

Silent AIM Installation Properties, page 195

Silent AIM Installation Manual Properties, page 196

Silent AIM Installation Annotation Properties, page 198

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Silent AIM Installation Properties


The following properties determine how AIM is installed on the agent desktops. Use
these properties when you have enabled AIM installation using the
AGENT_MONITORING_ENABLED property.
z

CTI_BUTTON_GRP

CONNECT_ADPTR_URL

MONITOR_BLOCK

ENABLE_ANNOT

AGENT_LOGS

PAUSE_RESUME_MONITOR

AIM Installation Property Definitions


CTI_BUTTON_GRP
Description:

Indicates whether the site uses CTI for recording.


z CTI if your site uses CTI for recording.
z MANUAL if your site does not use CTI for recording.

Restrictions:

Required.
Allowed values: CTI or MANUAL.
Default: CTI

CONNECT_ADPTR_URL
Description:

The server name and port number on which the Quality


Monitoring Connect Adapter listens for requests.
Syntax:
CONNECT_ADPTR_URL=<servername>:<port>
NOTE: Used with Impact 360 6.x and above.

Restrictions:

Required.
Must be specified in the following format:

<Server name>:<port number>


Port range: 0 - 65535.
Default: Witness:3020.

MONITOR_BLOCK
Description:

Determines if agents have the ability to block capture


sessions they initiate. This property must be set to TRUE
if agents are required to have this ability.
z TRUE = agents can block monitoring they initiate.
z FALSE = agents cannot block monitoring they initiate.
Any value other than TRUE, including nothing (NULL),
equals FALSE.
Refer to the Quality Monitoring Configuration Guide for
details.

Restrictions:

Default: NULL (FALSE).

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ENABLE_ANNOT
Description:

Determines if agents have the ability to annotate


captured sessions.
z TRUE = agents can annotate sessions they initiate.
z FALSE = agents cannot annotate sessions they initiate.
Any value other than TRUE, including nothing (NULL),
equals FALSE.

Restrictions:

Default: NULL (FALSE).

Description:

Specifies the drive and path used by AIM to store and


write log files.

Restrictions:

Any valid Windows path.


Default: <Program Files>\Witness Systems\Screen
Capture Module\Logs

AGENT_LOGS

PAUSE_RESUME_MONITOR
Description:

z
z
z
z

Restrictions:

Determines if agents can select pause or resume


monitoring while working in AIM.
TRUE = agents can pause or resume monitoring
FALSE = agents cannot pause or resume monitoring
This setting is also configurable by an install command
line parameter so that silent install can be used to
enable/disable this option.

Default: FALSE.

Silent AIM Installation Manual Properties


The following properties determine how Manual AIM is installed on the agent desktops.
Use the properties in this table when you have enabled AIM installation using the
AGENT_MONITORING_ENABLED property.
z

AGENT_EXTENSION

AGENT_EXTENSION_LOCK

AGENT_ID

AGENT_ID_LOCK

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Manual Property Definitions


AGENT_EXTENSION
Description:

Use to automatically populate agents extensions when


they log on to AIM.
Refer to the Quality Monitoring Configuration Guide for
more information.

Restrictions:

Number.
Default: 1234.

AGENT_EXTENSION_LOCK
Description:

Determines if agents can change their extensions when


logging on to AIM.
z 1 = agents cannot change extensions when logging on.
z 0 = agents can change extensions when logging on.
z If you do not want to lock extensions, exclude this
property from the command line.

Restrictions:

Default: 0.

Description:

Use to automatically populate agents IDs when they log


on to AIM.
Refer to the Quality Monitoring Configuration Guide for
more information.

Restrictions:

Number
Default: 1234.

Description:

Determines if agents can change their Agent IDs when


logging on to AIM.
z 1 = agents cannot change IDs when logging on.
z 0 = agents can change IDs when logging on.
z If you do not want to lock extensions, exclude this
property from the command line.

Restrictions:

Default: 0.

AGENT_ID

AGENT_ID_LOCK

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Silent AIM Installation Annotation Properties


If you are using the Full-time Recorder, you must map these annotation
properties to attributes using Enterprise Manager. Annotations are considered
customized attributes. For details, see the Enterprise Manager System
Administration Guide.
The following is a sample command line using the Screen Capture Module.msi file:
msiexec /i "Screen Capture Module.msi" /v"/q INSTALLDIR="c:\Program
Files\Witness\Screen Capture Module\" AGENT_MONITORING_ENABLED="TRUE"
CONN_QM_SERVER="TRUE" CONNECT_ADPTR_URL="witness:3020" CTI_BUTTON_GRP="CTI"
MONITOR_BLOCK="TRUE" ENABLE_ANNOT="TRUE""

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

Annotation Property Definitions


ANNOT_USERn
Description:

Determines the user fields available for annotation. These


fields must also be configured in the database, and
configured in the Impact 360 system.
Syntax: ANNOT_USER<n>=UserField<n>
(where <n> is an integer from 1 to 5)
Refer to the Quality Monitoring Configuration Guide for
more information.

Restrictions:

String
Default: UserFieldn.
You do not have to provide values for all five fields.

Description:

Determines the user tips available for annotation.


Syntax: USERTIP<n>=<value n>
(where n is an integer from 1 to 5)
Refer to the Quality Monitoring Configuration Guide for
more information.

Restrictions:

String
Default: This is User Field n.
You do not have to provide values for all five fields.

USERTIPn

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Using the Setup.exe Launcher


The following command line example launches the Setup.exe launcher, which installs
and configures the Windows Installer 2.0 engine prior to launching the actual
installation.
Setup.exe /s /v"/q INSTALLDIR=\"c:\Program Files\Witness\Screen Capture Module\"
AGENT_MONITORING_ENABLED="TRUE" CONN_QM_SERVER="TRUE"
CONNECT_ADPTR_URL="witness:3020" CTI_BUTTON_GRP="CTI" MONITOR_BLOCK="TRUE"
ENABLE_ANNOT="TRUE""

Parameters
z

/s

Instructs Setup.exe to run silently.


z

/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

Instructs the MSI engine to run without a user interface.


z

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.

Screen Capture Module and AIM Installation Using Microsoft


SMS
Use the instructions found in this section to deploy Screen Capture Module and AIM to
agent desktops using Microsoft Systems Management Server (SMS). The installation
uses a basic MSI Windows installer package.
Important notes:
z

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.

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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.

Following the procedures in the following topics:

Using the Administrative Installation on page 200


Setting Up the SMS Package on page 201

SMS Installation Basic Properties


Basic properties are required for any installation. Review them and record the required
values for your environment. Note that properties listed in subsequent topics are
dependent on and, in some cases, determined by the values assigned to the basic
configuration properties. For more information, see Silent Installation Basic Properties.

Using the Administrative Installation


Overview
By definition, an administrative installation installs a source image of the application
onto the network that is similar to a source image on the Installation DVD.
1

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.

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Launching the Installation


You must use the Screen Capture Module.msi file to perform an administrative
installation.
1

Open a command prompt window by clicking Start > Run, typing cmd, and clicking
OK.

At the prompt, type the following command:

msiexec.exe /a "<Path to the Screen Capture Module.msi>"


The Administrative Installation launches and the Welcome window opens.

Using the Installation Wizard


1

Click Next. The Destination Folder window opens.

Click Next. The Agent Initiated Monitoring (AIM) Setup window opens.

If you want to select the Install Agent-Initiated Monitoring option:


a. Check the corresponding box.
b. Type the host name and port for the Verint Systems server in the Recorder
Connect Adapter URL field. Use the following syntax for the BDR server host
name and port number:

<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

Click Next. The Network Location window opens.

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.

Click Install. The Administrative Installation is complete.

Setting Up the SMS Package


Configuring Basic Package Properties
1

Launch SMS Enterprise Manager.

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.

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Configuring Data Source Properties


1

Switch to the Data Source tab.

Select This package contains source files.

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.

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Saving the Package


1

You need not change any other settings, however you can change them if necessary
for your environment.

Click OK. The package is saved.

Configuring the Program


1

Expand Packages and locate the Programs item.

Right-click Programs and select New > Program on the shortcut menu. The
Program Properties window opens.

Provide a Name for the program, e.g, Screen_Capture_Module.

Provide a Command Line using the following syntax:


Setup.exe /s /v" /q

Parameters
z

/s

Instructs Setup.exe to run silently.


z

/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

Instructs the MSI engine to run without a user interface.


z

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.

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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:

Adjust any additional settings required for your environment.

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.

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Screen Capture Module and AIM Installation Using Novell


ZENworks
Use the instructions found in this section to deploy Screen Capture Module and AIM to
agent desktops using Novell ZENworks. The installation uses a basic MSI Windows
installer package.
Important notes:
z

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:

ZENworks Installation Basic Properties on page 205


ZENworks Installation AIM Properties on page 205

Following the procedures beginning in Setting Up the ZENworks Package on page


206.

ZENworks Installation Basic Properties


Basic properties are required for any installation. Review them and record the required
values for your environment. Note that properties listed in subsequent topics are
dependent on and, in some cases, determined by the values assigned to these
properties. For more information, see Silent Installation Basic Properties.

ZENworks Installation AIM Properties


The following groups of properties determine how AIM is installed and what AIM
features are available:
z

ZENworks AIM Properties, page 206

ZENworks AIM Manual Properties, page 206

ZENworks AIM Annotation Properties, page 206

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Appendix B - Screen Capture Module Installation

Automated Installation of Screen Capture Module & AIM

ZENworks AIM Properties


These properties determine how AIM is installed on the agent desktops. Use these
properties after you enable AIM installation using the AGENT_MONITORING_ENABLED
property. For more information, see Silent Installation AIM Properties.

ZENworks AIM Manual Properties


These properties determine how Manual AIM is installed on the agent desktops. Use
these properties after you enable AIM installation using the
AGENT_MONITORING_ENABLED property. For more information, see Silent AIM
Installation Manual Properties, page 196.

ZENworks AIM Annotation Properties


These properties determine how AIM annotation functions on the agent desktops. Use
these properties after you enable AIM installation using the
AGENT_MONITORING_ENABLED property. For more information, see Silent AIM
Installation Annotation Properties, page 198.

Setting Up the ZENworks Package


Creating the Application Object
1

Launch ZENworks and open Console One.

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.

Configuring the Object


1

Select the option, An application that has an .MSI file, and then click Next.

Specify the path to the Screen Capture Module installation wheresetup.exe, is


located.
Whether accessed through a mapped network drive or a network share, the path
must be accessible to all agent workstations on which the installation runs.

Click Next.

Provide an Object Name.

Verify that the SOURCE_PATH is correct.

Click Next.

Configure any additional settings required for your environment. See the Agent
documentation for operating system requirements.

Click Next.

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Appendix B - Screen Capture Module Installation

Automated Installation of Screen Capture Module & AIM

Add the proper associations for workgroups, users and workstations.

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.

Configuring the Application


1

On the Properties window, select the MSI tab.

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:

For use with Impact 360


Screen Capture Module
AIM with CTI
Annotations disabled
Block monitoring enabled
you would create the following Property list:
Name

Value

INSTALLDIR

C:\Program Files\Witness\Screen
Capture Module

CTI_BUTTON_GRP

CTI

AGENT_MONITORING_E
NABLED

TRUE

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Appendix B - Screen Capture Module Installation

Automated Installation of Screen Capture Module & AIM

Name

Value

CONNECT_ADPTR_URL

myservername:3020

MONITOR _BLOCK

TRUE

Click OK. The package is now ready for deployment.

Silent Install Examples


1

Msiexec.exe /i "Path to Screen Capture Module.msi" /qn


(/q - quiet mode with no user interface)
This command line installs Screen Capture Module. The default installation path is
<Program Files>\Witness Systems\Screen Capture Module". Please note that AIM is
not installed by default.

Msiexec.exe /i "Path to Screen Capture Module.msi"


AGENT_MONITORING_ENABLED="TRUE" /qn
This command line installs Screen Capture Module and AIM as well.

Msiexec.exe /i "Path to Screen Capture Module.msi"


INSTALLDIR="D:\Witness" CONN_QM_SERVER="TRUE"
CONNECT_ADPTR_URL="TestServer1:3020"
AGENT_MONITORING_ENABLED="TRUE" CTI_BUTTON_GRP="MANUAL"
AGENT_EXTENSION="123" AGENT_ID="231" /qn
This command line:

Installs the Screen Capture Module software including AIM to "D:\Witness"


Sets the Server and port number information for the QM Connect Adapter to
"TestServer1:3020"

Sets the Agent Extension value in the registry to 123 and the Agent ID value to
231

Msiexec.exe /i "Path to Screen Capture Module.msi"


CONN_QM_SERVER="TRUE" CONNECT_ADPTR_URL="TestServer1:3020"
AGENT_MONITORING_ENABLED="TRUE" ENABLE_ANNOT="TRUE"
ENCRYPTION_WSSPATH="C:\Test" /qn
This command line:

Installs Screen Capture Module software including AIM to "<Program


Files>\Witness Systems\Screen Capture Module"

Sets the Server and port number information for the QM Connect Adapter to
"TestServer1:3020"

Enables annotation ability (Sets the EnableAnnotation value in the registry to 1)


Sets the WSSPath value in the registry to C:\Test\

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Appendix B - Screen Capture Module Installation

Automated Installation of Screen Capture Module & AIM

Applying changes using a transform (.mst)


A transform (.mst) contains changes that can be applied to a base installation package.
By generating a transform that contains required changes to default values for
configurable properties, you can avoid having to pass a long list of parameters on the
command line.
The following command line applies a transform to the Screen Capture Module.msi:

msiexec.exe /i "Path to Screen Capture Module.msi"


TRANSFORMS="Path to transform" /qn

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Appendix B - Screen Capture Module Installation

Screen Capture in a Citrix or Terminal Services Environment

Screen Capture in a Citrix or Terminal


Services Environment
In 7.8 SP3, screen capture is supported in the following Citrix or Terminal Services
environments:
z
z

z
z

Windows Server 2003 32-bit Server with Terminal Services Enabled


Windows Server 2003 32-bit Server with Terminal Services Enabled with Citrix 1.8
or above, or Citrix XP
Windows Server 2003 64-bit Server with Terminal Services Enabled
Windows Server 2003 64-bit Server with Terminal Services Enabled with 64-bit
Citrix Presentation Server 4.5

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.

Citrix Published Applications Screen Capture Limitations


In capturing screens for Published Applications, the Recorder records only one Citrix
Session at a time per Agent.
The capture depends on the type of Citrix session. If the Citrix Session is:
z

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.

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Appendix B - Screen Capture Module Installation

Screen Capture in a Citrix or Terminal Services Environment

Refer to http://support.citrix.com/kb/entry.jspa?externalID=CTX159159 for


session sharing details.
The limitations for the capture are as follows:
z

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 Published Applications to share the Same Session


Publish the Server Desktop and allow Agents to access all the Applications through
the Desktop session.

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.

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Appendix B - Screen Capture Module Installation

Screen Capture in a Citrix or Terminal Services Environment

Windows Terminal Services (without Citrix) Screen Capture


Limitations
In capturing screens under Windows Terminal Services, the Recorder records only one
Windows Terminal Session at a time per Agent. It records all the activities in that
Terminal Session.
The limitations of the capture are as follows:
z

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.

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Appendix B - Screen Capture Module Installation

Screen Capture in a Citrix or Terminal Services Environment

Installing the Screen Capture Program


This section explains the procedure for installing Screen Capture and AIM in a terminal
services environment. It describes the screens that are unique to the Terminal Services
environment. The screens that are common to both Dekstop and Terminal Services
installations are explained in detail in Installing Screen Capture Module & AIM on page
183.
To install the screen capture program on an agent workstation:
1

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.

On the Destination Folder dialog, specify where the program is to be installed.

Continue with the Data Security dialog.

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Appendix B - Screen Capture Module Installation

Screen Capture in a Citrix or Terminal Services Environment

At the Integration Services Options dialog, indicate the location of the


Integration Server and/or Unify Server:

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

Continue at Step 8 of the installation as shown in Installing Screen Capture Module


& AIM on page 183.

Once the installation is complete, use Enterprise Manager to configure the system to
recognize the agent.

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Appendix

Configuring MIB Files


Configure Management Information Base (MIB) files to enable the SNMP
manager to interpret trap messages from the Recorder. To interpret a trap that
the Recorder sends, the SNMP manager needs to have access to the MIB that
describes the format and content of the possible traps that the Recorder can
send. This section explains how to set up MIB files on the Recorder.
To configure Recorder MIB files, you will need a SNMP configuration
tool such as the Castle Rock SNMPc Network Manager.
Note:

Appendix C - Configuring MIB Files

Setting Up the Files

Setting Up the Files


To set up the Recorder MIB files, you will need to:
z

Copy the MIB files

Compile the MIB files

Configure the Event Filter

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.

Copying the MIB Files


The Recorder MIB files are located in the Contactstore/MIB folder of the Installation
DVD:
"WITS-CSFAMILY-MIB.mib
"WITS-CS-MIB.mib
"WITS-PRODUCTS-MIB.mib
"WITS-TRAP-MIB.mib
Copy the Recorder MIB files from the DVD to the folder <Install Path>\SNMPc
Network Manager\mibfiles on the server running the Castle Rock SNMPc Network
Manager.

Compiling the MIB files


To compile the files using Castle Rock SNMPc Network Manager:
1

Open Start > Programs > SNMPc Network Manager > Startup System.

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Appendix C - Configuring MIB Files

Setting Up the Files

In the SNMPc management console, choose Config > MIB database.

Click Add to select the Recorder MIB files.

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Appendix C - Configuring MIB Files

Select the Recorder MIB files to add.

Click Compile. It will compile all the MIB files loaded.

Click Done to complete the compilation.

Setting Up the Files

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Appendix C - Configuring MIB Files

Setting Up the Files

Configuring the Event Filter


Once the files are compiled, set up the Event Filter. You need to set up a filter for each
severity: Major, Minor, Information and Warning. The following steps show how to set
up the Major filter.
1

In the left pane of the SNMPc Management Console, select the Event tab and
navigate to witsTraps.

Expand the witsTraps folder.

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Appendix C - Configuring MIB Files

Setting Up the Files

Navigate to alarmTrap.

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Appendix C - Configuring MIB Files

Right-click and then select Insert Event filter

Within the Add Event Filter dialog, on the General tab:

Setting Up the Files

a. Set Event Name as Major.


b. Set Message as $'5.
Setting message to $'5 extracts the message in field 5 of SNMP trap and displays it
in the monitor window. Field 5 is the body of the alarm message, so this causes the
alarm message to be displayed in the monitor window.

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Appendix C - Configuring MIB Files

Click the Match tab.

Under the Match tab:

Setting Up the Files

a. In the Var List, select witscsAlarmSeverity.


b. In the Var Value, select Major from the drop-down list.

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Appendix C - Configuring MIB Files

Setting Up the Files

Under the Actions tab, set the Priority as Major-Yellow from the drop-down box.

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Appendix C - Configuring MIB Files

Setting Up the Files

Click OK to complete the event filter configuration.


When configured properly, you will see a new Event Filter called Major under
Alarm Trap.

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.

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224

Appendix

Voice Card Wiring


Different cabling and wiring setups are required for voice cards compatible with
the Recorder. The following sections show typical wiring requirements for digital
trunk-side, digital station-side, analog station-side, and Cybertech voice cards.
This information is described in the following topics:
z

Digital Trunk Side Wiring

Digital Station Side Wiring

Analog Station-Side Wiring

Wiring for Cybertech Voice Cards

A Customer Supplied Unit (CSU/DSU) may be required between the PBX and
the card.

Digital Trunk Side Wiring


The following sections describes cabling and wiring for the Ai-Logix SmartWorks
DP voice cards and typical wiring diagrams for T1 and E1. This information is
described in the following topics:
Cable lengths
Wiring on the T1 Interface
Wiring on the E1 Interface

Appendix D - Voice Card Wiring

Cable lengths
The maximum allowable cable lengths from the trunk side tap to the DP card is as
follows:

Trunk Type

Maximum Length

E1

16 meters (52 feet)

T1

30 meters (98 feet)

NOTE: A cross-over cable is typically required when installing an Ai-Logix DP card. If a


cross-over cable is not used, the Receive and Transmit wires do not line up properly, as
shown in the following diagram:

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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Appendix D - Voice Card Wiring

Wiring on the T1 Interface


The Ai-Logix DP6409 card has two RJ-45 ports on its front bracket. (The DP3209 has
one). In a typical configuration, standard Category 5 (Cat 5) network cables connect
the DP card to a pair of T1 trunks by using a punch-down block. Connecting to the
punch-down block may require cable modification. For more information on connecting
Cat 5 cables to a punch-down block, refer to the documentation that accompanies the
punch-down block.

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

T1 Trunk Wiring Scenario

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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Appendix D - Voice Card Wiring

Wiring on the E1 Interface


The process of passively tapping E1 trunks is no different from tapping T1 trunks.
However, with European telephony there are a few differences in channel numbers and
possibly hardware. For example, instead of Cat 5 cable, some European networking
and telephony lines use standard co-axial cable, requiring a converter to make the
switch from co-axial to RJ-45. The Dual Balun converter and co-axial TEE converters
are shown in the following diagram:
COAX Cable
Outbound

TGEE Connectors
Inbound

PSTN

PBX

1st Dual BALUN Converter


(for trunk 1 )

RJ-45
12345678

DP3209 or
DP6409 Voice
Card

Category 5 Twisted Pair Tap

Feed from 2nd


Dual BALUN
Converter for
Trunk 2 (not
shown)

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

E1 Trunk Wiring Scenario

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Appendix D - Voice Card Wiring

Digital Station Side Wiring


The following sections describe how to plan for the Ai-Logix SmartWorks NGX family of
digital voice cards, including typical wiring diagrams for the three common connection
types (Y-Splitter, Bridge Clips, and Dual Punch Blocks). This information is described in
the following topics:
z

Planning your NGX System

Using a Y-Splitter

Using Bridge Clips

Using Dual Punch-down Blocks

Using the Ai-Logix RTS

Planning your NGX System


Before you set up your NGX system you must answer a few questions. By doing so,
you will narrow the field of variables that exist in planning and configuring an NGX
digital voice card.
1. What type of system are you looking to set up? There are two possibilities:
a) VOX Only: The NGX is used for voice recording only, using activity detection to
trigger recording. This method is the simplest configuration, and provides the least
control. At the same time, the VOX option requires more tuning for individual
environments and is more sensitive to variations in the length and amount of silence in
any particular call.
b) D-Channel. Using the D-Channel method allows the user application to collect raw
D-Channel information to determine call states and control the NGX at the same time.
This method provides the greatest amount of control. In general, while it is
recommended that the D-Channel option for fallback is used, some customers may
need to choose VOX because the D-Channel events may not match their interpretation
of what a call is.
NOTE: VOX Only and D-Channel can be combined. For example, an application can be
designed to record voice data and report raw D-Channel information.
2. How will you connect the NGX card to your PBX and phones? There are three
possibilities:
a) Y-Splitter: A Y-Splitter is inserted between the PBX and the punch-down blocks
that breaks out to phones. This is the optimal solution.
b) Bridge Clips: The second leg of the punch-down block receives a duplicate PBX
signal from the first leg through bridge clips. Depending on the quality of the
components, this method may cause mild signal degradation.
c) Dual Punch-down Blocks: The PBX signal is duplicated by wiring each channel on
the main punch-down block to a second punch-down block. This solution is the least
desirable method.
These three possibilities described in detail in the following sections.

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Appendix D - Voice Card Wiring

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

NGX Wiring with Y-Splitter Scenario


The Y-Splitter is the recommended method of passively tapping with the NGX. If this
solution is not possible, consider Bridge Clips first or Dual Punch-down Blocks if nothing
else is possible.

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Appendix D - Voice Card Wiring

Using Bridge Clips


With Bridge Clips, the second leg of the punch-down block receives a duplicate PBX
signal from the first leg. The NGX is then connected to the second leg of the
punch-down block. Although it is not as flexible as the Y-Splitter, this method is a
viable means of passively tapping a PBX at the punch-down block with the NGX. Bridge
clips are applied between the first leg of the punch-down block to the second leg to
duplicate the PBX signal between the legs.

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

NGX Wiring with Bridge Clips Scenario

50-Pin Centronics
ML Cable
Standard Twisted
Pair Cable

NGX Voice Card

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

Appendix D - Voice Card Wiring

Using Dual Punch-down Blocks


With dual punch-down blocks the PBX signal is duplicated by wiring each channel on
the main punch-down block to a second punch-down block that connects to the NGX.
Use this configuration if you have no access to alter the PBX signal path (which means
you cannot use a Y-Splitter) or if you are not able to reconfigure the punch-down block
that routes the PBX to the phones (which means you cannot use Bridge Clips).
Using standard twisted pair wire, each channel is connected to an additional
punch-down block that the NGX can connect to through either an RJ-21X connection,
or if necessary, by manually breaking out the HD68 cable that normally connects to the
RK-21X connector into its individual lines and connecting them each to a channel.

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

NGX Wiring with Dual Punch-down Blocks Scenario


Dual punch-down blocks can seriously degrade signal quality. Each additional
connection made on the punch-down block reduces signal energy and therefore signal
quality. This is due to the nature of the method and not due to a limitation of the NGX
card.

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232

Appendix D - Voice Card Wiring

Using NGX 4-wire Connectivity


In some NGX installations, 4-wire connectivity is required. This can happen when a
4-wire PBX type is used. Here, the Ai-Logix card automatically mixes the channels so
that every odd channel is disabled, as seen in Recorder Manager when you press the
Channels tab with an NGX card selected. This is because the odd channel will be mixed
to the previous event channel.
Because every other channel is disabled and the voice card uses 2 channels for every
phone, 4-wire environments require twice as many card channels as a 2-wire
configuration with the same number of phones. A 4-wire configuration is shown in the
following illustration:

NGX 4-Wire Connection Scenario

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

Slot 2Pin 19Slot 3


Pin 20
Pin 21

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

Framer 0 represents incoming traffic, and


Framer 1 represents outgoing traffic

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233

Appendix D - Voice Card Wiring

Using the Ai-Logix RTS


An Ai-Logix RTS is required when tapping an Avaya SDX INDex, a Siemens IBM Rolm
9751 CBX, or a Mitel Sx2000 PBX. For detailed information including diagrams on
Ai-Logix RTS, refer to the documentation that accompanies your specific card or refer
to the installation CD.

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234

Appendix D - Voice Card Wiring

Analog Station-Side Wiring


Recorder supports Cybertech analog voice cards and two models of Ai-Logix analog
station-side voice cards, the PT and LD. All compatible models use R-21 50-pin
high-impedance connectors, except the LD409 and LD809, which use RJ-14
connectors. Wiring diagrams for these are shown below.

Wiring for Analog voice cards (Except LD409 and LD809)


Use Ai-Logix LD1609 and LD2409 cards for analog lines supporting 16 and 24 channels
respectively. The following diagram shows the different Pin requirements for each card.

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

LD 1609 or LD2409 Voice Card

On the LD1609 board, pins


1 to 16 and pins 26 to 41
are used.
On the LD2409 board, pins
1 to 24 and pins 26 to 49
are used.

Analog Wiring using RJ21 Connector

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235

Appendix D - Voice Card Wiring

Wiring for LD409 and LD809 Voice Cards


Use Ai-Logix LD409 and LD809 cards for analog lines supporting 4 and 8 channels
respectively. The diagram above shows the different Pin requirements for each card.
The diagram below shows the wiring for the RJ-14 ports:

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

Appendix D - Voice Card Wiring

Wiring for PT809 and PT1609 Voice Cards


Use Ai-Logix PT 409, PT809 and PT1609 cards for analog lines supporting 4, 8 and 16
channels respectively. The following diagram shows the different Pin requirements for
the 8 and 16:

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

Analog Wiring for Ai-Logix Analog Cards (PT Models, RJ-21)

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237

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

Wiring for Cybertech Voice Cards


The following sections describes cabling and wiring for Cybertech DSC-MOD-PCI and
DSC-16-PCI voice card models. Included for the MOD-PCI card are connector pinning
for 2-wire and 4-wire connections and for serial tapping. Only digital extension tapping
is supported with Cybertech cards. For the 16-PCI card, connector pinning for 2-wire
and 4-wire connections are included. This information is described in the following
topics:
z

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

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

MOD-PCI 2-wire Connections


DSC-MOD-PCI rear connector pinning for 2-wire connections is shown in the following
diagram:

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

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

MOD-PCI 4-wire Connections


DSC-MOD-PCI rear connector pinning for 4-wire connections is shown in the following
diagram:

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

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

MOD-PCI Serial Tapping


DSC-MOD-PCI pinning for serial connections is shown in the following diagram:

PBX ___ Ch. 1-A in

Ch. 1-B in

SET ___ Ch. 1-A out

Ch. 1-B out

Ch. 2-A in

Ch. 2-B in

Ch. 2-A out

Ch. 2-B out

Ch. 3-A in

Ch. 3-B in

Ch. 3-A out

Ch. 3-B out

Ch. 4-A in

Ch. 4-B in

Ch. 4-A out

Ch. 4-B out

Ch. 5-A in

Ch. 5-B in

Ch. 5-A out

Ch. 5-B out

Ch. 6-A in

Ch. 6-B in

Ch. 6-A out

Ch. 6-B out

Ch. 7-A in

Ch. 7-B in

Ch. 7-A out

Ch. 7-B out

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. 9-A out

Ch. 9-B out

Ch. 10-A in

Ch. 10-B in

Ch. 10-A out

Ch. 10-B out

Ch. 11-A in

Ch. 11-B in

Ch. 11-A out

Ch. 11-B out

Ch. 12-A in

Ch. 12-B in

Ch. 12-A out

Ch. 12-B out

Cybertech
DSC-MOD-PCI
Connector Pinning
for Serial Tapping

LEGEND:
Ch. - Voice Channel
in - Signal in
out - Signal out

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241

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

Cabling for the DSC-MOD-PCI Card


The table below shows the maximum tap lengths for the various types of digital
telephone with which the DSC-MOD-PCI operates correctly. All connections use UTP
Cat 5 cable. The distance between the tap point and the PBX is 20 metres or 64 feet.
Deviations from these requirements such as different cable lengths, different cable
types, sources of interference, may cause unpredictable results. The measurements in
the following table were derived under laboratory conditions.
LEGEND:
z

L = cable length (in metres and feet) between the PBX and the digital telephone

T = maximum tap length (in metres and feet)

Parallel Set/Extension-Side Tap

PBX or 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

Aspect Call Center

150/492

20/64

Bosch / Tenovis Integral

600/1968

20/64

Ericsson ELU5

600/1968

20/64

Ericsson ELU25/28/Business Phone

600/1968

20/64

Generic Up0

600/1968

20/64

Generic S0

600/1968

20/64

ISDN2 (*)

600/1968

20/64

Lucent Definity 2-wire / 4-wire

600/1968

20/64

Lucent Definity 5ESS

600/1968

20/64

Nec NEAX 2000

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

Philips Sopho 2-wire

600/1968

20/64

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Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

Philips Sopho 4-wire

600/1968

20/64

Siemens Hicom/HiPath

600 /1968

20/64

Tadicom Coral

600/1968

20/64

Toshiba

600/1968

20/64

Serial Set/Extension-Side Tap

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

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

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

16-PCI 2-wire Connections


DSC-16-PCI rear connector pinning for 2-wire connections is shown in the following
diagram:

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

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

16-PCI 4-wire Connections


DSC-16-PCI rear connector pinning for 2-wire connections is shown in the following
diagram:

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

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

Cabling for 16-PCI Cards


The table below shows the maximum tap lengths for the various types of digital
telephone with which the DSC-16-PCI operates correctly. All connections use UTP Cat 5
cable. The distance between the tap point and the PBX is 20 metres or 64 feet.
Deviations from these requirements such as different cable lengths, different cable
types, sources of interference, may cause unpredictable results. The measurements in
the following table were derived under laboratory conditions.
LEGEND:
z

L = cable length (in metres and feet) between the PBX and the digital telephone

T = maximum tap length (in metres and feet)

PBX or 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

Aspect Call Center

150 /492

20/64

Bosch / Tenovis Integral

600/1968

20/64

Ericsson ELU5

600/1968

20/64

Ericsson ELU25/28/Business Phone

600/1968

20/64

Generic Up0

600/1968

20/64

Generic S0

600/1968

20/64

ISDN2 (*)

600/1968

20/64

Lucent Definity 2-wire / 4-wire

600/1968

20/64

Lucent Definity 5ESS

600/1968

20/64

Nec NEAX 2000

600/1968

20/64

Nortel Matra

600/1968

20/64

Nortel Meridian

600/1968

20/64

Nortel Norstar

600/1968

20/64

Philips Sopho 2-wire

600/1968

20/64

Philips Sopho 4-wire

600/1968

20/64

Siemens Hicom/HiPath

600/1968

20/64

Tadicom Coral

600/1968

20/64

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246

Appendix D - Voice Card Wiring

Wiring for Cybertech Voice Cards

(*) 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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