Professional Documents
Culture Documents
Guide
Version 3.1
KnoahSoft, Inc.
701 N. Green Valley Parkway, Suite 200
Henderson, NV 89074 USA
http://www.knoahsoft.com
Tel: 702 990-3022
Fax: 650 779-9899
Tip It is strongly recommended that you review this guide in its entirety before you
run the Harmony installer, to note the information you will be prompted for during
the installation process.
Technical Support
View the KnoahSoft website at http://www.knoahsoft.com/support.html for the
most up-to-date product information, release notes, patches, and downloads. For
technical support, email KnoahSoft at support@knoahsoft.com or contact your
reseller.
System Overview
Harmony has the flexibility to be installed in either a single or multi-server
configuration, and to operate in a single or multi-site environment. Harmony’s
system architecture utilizes several distinct server components:
• Application Server Component—The application server component is used
to playback calls, set business rules for voice recordings, and monitor live
calls.
• Database Server Component—SQL Server is used to store call information,
employee details, and configuration settings.
• Recording Server Component—The recording server component monitors
RTP and signaling packets for recording purposes. The recording server
component also transfers calls to the storage server component.
• Storage Server Component—The storage server stores voice recordings in
either G.729 or G.711 RTP payload format. These recordings can later be
decoded to WAV or MP3 format for playback.
Multiple recording servers can be used in either a single site or a multi-site
network. A single server environment can handle a load of approximately 150
agents; in a multi-server environment, Harmony can handle an approximate load
of 250 agents per recording server.
Note Actual agent load capability is contingent upon the frequency of call recordings
and also if the screen capture utility is in use. Please contact your KnoahSoft Sales
Engineer for more details.
Deployment Scenarios
Harmony seamlessly scales from single site environments to distributed,
multi-site enterprises. A multiple accounts across multiple sites configuration
model is supported, and recordings can be stored at each individual site or at a
central repository, if required.
Multi-Site Deployment
Harmony components can be separated and deployed across multiple physical
servers to better accommodate multi-site environments with large numbers of
agents, thus reducing total cost of ownership. With one instance of the database
and application components installed on one server, multiple instances of the
recording and storage services can be deployed at individual sites, to better handle
larger numbers of agents.
Note The number of agents that Harmony can handle in a multi-site environment will
depend on your underlying network infrastructure—routers used, available
bandwidth, etc.
Tip If the same voice gateway is serving multiple sites, recording servers can be
installed at a single location and handle calls flowing through multiple sites. If
each site has its own independent voice gateway, recording servers are best
installed and configured at each site.
Note In a single server deployment, the recommendations apply to that single server;
in a multi-server model, they apply to the physical recording servers.
Database Server
In addition to a redundant hardware configuration, SQL Server offers multiple
ways of providing failover support, including database mirroring, failover
clustering, and backup log shipping. It is strongly recommended that at least one
of these methods be adopted.
Storage Server
In the instance of storage server failure, the Harmony Recorder component has the
capability to write files locally so there is no loss of data. This is one good reason
for separating the recorder server component from the primary application server
in a single-server deployment. The recorder server component will not write files
locally in a single-server deployment if the single server fails.
KnoahSniffer
The KnoahSniffer application sniffs network packets from the recording server
NIC and dumps them to files. It can be used to analyze problems related to
improper processing of received packets. It can also be used to recover calls when
a recording server fails by running the server offline in tethereal mode.
KnoahSniffer is useful in branch recording scenarios where it can be used to
collect packet dumps from remote locations. It can also be used in delayed
recording scenarios, where generated packet dumps are simultaneously read by
the recorder, on the same machine, and calls are extracted from the packet dumps.
Delayed recording is useful if you need to process more than 500 agents with one
machine, and KnoahSniffer helps to ensure there is no packet loss.
During normal contact center operations, KnoahSniffer runs faster than the
recording server and accumulates packet dumps. During lean periods, the
recording server continues to process pending dumps so that all calls are available
in the database and storage server by the next working day.
This sections lists the system hardware, software, and network requirements for
Harmony. Be sure to install and configure all of these items as described before
you launch the Harmony installation CD.
Hardware Requirements
Hard disk space is based on storage requirements before archiving and will vary
based on your specific client requirements. Refer to the “Storage Calculator”
topic, below, for information on how to calculate your storage needs based on
anticipated call length, screenshot configuration, etc.
Recording Servers
Hard Disk Drive (HDD) 80GB (SCSI) per server (RAID 5 recommended)
Note Each recording server must have two network interface cards (NICs) installed.
Refer to the “Network Configuration” topic, below.
Storage Calculator
The Storage Calculator utility is designed to help determine your storage
requirements for your Harmony deployment.
Network Configuration
All deployment models should use minimum 100BASE-T, Fast Ethernet LAN
connections; 1000BASE-T is preferred. Multi-site deployments should utilize as
much bandwidth between site locations as possible; a minimum T1 connection is
strongly recommended.
Each recording server must have two 100/1000Mbps network interface cards
(NICs) installed, each with a distinct static IP address. One card is used for
standard network access, while the other is used as a packet sniffing interface
When you run the Harmony installer, the packet sniffing NIC is referred to as
the Voice NIC. You must direct the SPAN traffic in your SPAN configuration
to this NIC’s IP address.
Ensure that your SIP/SCCP and RTP traffic is configured to route to the Voice
NIC of the recording server in the SPAN configuration.
Network Ports
If your Harmony deployment is limited to your local intranet, there is no need to
open any ports on the firewall. However, if you want to provide external access
to Harmony, or you have firewalls on both ends of a private WAN, you must open
up the following ports on your firewall:
Note In a multi-site deployment, be sure to implement secure links between all sites in
your configuration.
Best Practices
To ensure that Harmony runs efficiently in your environment, and to allow
KnoahSoft personnel to best support the product, ensure the following:
Implement a server name resolution plan for all Harmony servers
Do not use underscores in a server name string
Do not configure any Harmony server as a domain controller
Set up a swap file across multiple physical disks, if possible, allocating 1.5
times the size of the physical RAM for the server
Install Symantec’s pcAnywhere Access Server, or a similar remote
administration tool, to allow KnoahSoft support personnel access to install
and configure Harmony
Create an account for KnoahSoft support with local administrative privileges
on each Harmony server, so that the KnoahSoft Technical Support team can
help troubleshoot installation or other issues, if required.
Set up a mail server or SMTP service for email alert notifications
Set proper time and time zone, and synchronize all Harmony servers
appropriately
Schedule anti-virus software to run during lean periods—i.e., not during peak
contact center business hours
Software Requirements
The following software must be installed prior to Harmony installation.
Operating System
Note Refer to the “IIS Web Server Configuration” topic in Chapter 5, Post-Installation
Tasks, for more information.
Database
Reporting Services
In order to accommodate the exporting of reports to other formats, you must have
Microsoft Excel and Adobe Reader installed on those user’s computers where
these reports will be viewed in these formats.
Microsoft Excel 2003
Adobe Reader 8.0 or higher
– Ensure automatic updates for Adobe Reader is disabled as follows:
1. From Adobe Reader, select Edit > Preferences. The Preferences window
appears.
2. Select Updates from the Categories list.
3. Select Do not automatically check for critical updates.
Third-party Applications
Installers for the third-party applications listed below can be found on the
Harmony installation CD.
In a single server environment, all software must be installed on that one physical
machine. In a multi-server environment, all software must also be installed on the
application server and Wireshark must be installed on the recording servers.
J2SE 1.5.0 Update 16
– Use all installation defaults, when prompted, during installation.
Wireshark 1.0.5
– Use all installation defaults, when prompted, during installation. Be sure
to select the WinPCap program installation, when prompted.
TextPad
– (optional) This tool is useful for Technical Support purposes.
Pre-Installation Checklists
The following tables list the third-party software, hardware, and configurations
that must be considered before you run the installer.
Note For a single site installation, the application, recorder and database server will be
same physical machine.
During the installation process, you will be prompted to install the following
components to the C:\ drive of your server, as listed below.
Note You must create a shared directory on your storage server named Voice before you
run the installer. You will be prompted for this directory during the installation
process.
Core Components
• Recorder
• KnoahSniffer
• Converter
• G729 Generator
• Cisco Adapter
• UCM Recorder
• Upload Server
• Process Check List
• Web
• Scheduled Archiver
• Screen
• EDService
• TAPI Adapter
Debugging Components
• Log Manager
• Alert Manager
• Get Dump Files For Calls
Step 4 Select a directory for your log files. If you select your C:\ drive for example, this
will create a directory named C:\knoahsoft\logs.
Step 5 Select the directory where you want to install Harmony. If you select your C:\
drive for example, this will create a directory named C:\knoahsoft.
Step 6 Enter Password@123 in the Password text field for database username
knoahsoftsa.
Step 7 Enter the passwords you want to assign to metric and metricsec users. These
users are created in your database by the installer.
Note Username metricsec is used for Harmony’s ED Service security feature only.
Step 8 Click Test DB to ensure that the username and password are working properly.
Step 9 Select the components you want to install (Recorder, Converter, etc.) then click
Next.
Step 10 Install the components, when prompted. A confirmation screen appears upon
successful installation of all components.
Step 11 Proceed to Chapter 4, Component Configuration.
Note Refer to Chapter 6, TAPI Integration, for information on the Cisco Computer
Telephony Integration (CTI) application and how to enable basic call recording
with TAPI integration.
Step 1 From your local machine, click Start > All Programs > Knoahsoft > Knoahsoft
Config. The Component Configuration screen is launched.
Step 2 Enter your administrator username and password.
Database Settings
• Database IP Address—IP address of machine where SQL Server is installed.
• Backup Database IP Address—IP address of machine where backup
instance of SQL Server is installed.
• Database Name—Name of database. Enter Metrics_Commercial.
• Database Username—Database user ID. Enter metric.
• Database Password—Password for database username metric, as previously
created during component installation.
• Database Port—Enter 1433, Harmony’s default port number assignment.
Mail Settings
Note This address need not be a functioning email address but can be a non-reply alias
used to identify either Harmony (e.g., harmony@domain.com) or specific servers
in a multi-server environment (i.e., harmonyserver01@domain.com).
Storage Settings
Security Settings
AlertMgr Settings
Alert Manager is a debugging component that receives HTTP alerts from all
Harmony components. It sends those alerts to the Alert Manager server, where
they are processed for viewing in various web, log, and email formats.
Web
Other Settings
• Media Format—Select primary media format for playback of calls, WAV or
MP3
• Recording Middleware Service IP—Enter IP address where Recording
Middleware Service will be installed. Refer to the “Recording Middleware
Service Configuration” topic in this chapter for configuration information.
Recorder
Folder settings
• Working Directory in—Logical drive under which the VoiceData and
VoiceTransferFailed directories will be created by Harmony for the recording
server component.
Server IP settings
• Monitor Server Public IP Address— IP address or fully qualified hostname
of server hosting Harmony recording server components. In a single server
deployment, this is the server’s Data NIC. This must be an actual IP address
(i.e., a loop back address is not allowed).
• Application Server IP Address— IP Address of Harmony server. In a single
server deployment, this is the server’s Data NIC. This must be an actual IP
address (i.e., a loop back address is not allowed).
Note Refer to the “On-demand Recording” topic in Chapter 9, Other Features, for
information on post-installation tasks to enable on-demand recording.
Recorder Settings
• Enable Screen Capture—Select to enable screenshots of agent desktops
during call recordings.
• Extension Mobility—Select if you have free-agent seating. Do not select for
an Avaya environment or if Cisco CTI OS integration is used.
• Compress G.711 calls—Select to compress calls using G.729 compression.
Calls will not be compressed if not selected.
KnoahSniffer
• Host Data IP—IP address of NIC card where the KnoahSniffer component
is running and monitoring. In a single server deployment, this is the server’s
Data NIC. This must be an actual IP address (i.e., a loop back address is not
allowed).
• Voice IP—IP address of Voice NIC card where the recording server
component is running, and that KnoahSniffer will monitor. In a single server
deployment, this is the server’s Data NIC. This must be an actual IP address
(i.e., a loop back address is not allowed).
• Working Directory—Logical drive where KnoahSniffer temporary files are
to be stored.
• Tethereal File Location—Directory where captured packet dumps are to be
stored.
• Packet Sniffer File Size (MB)—Maximum size of individual packet dump
file before next file is created.
Converter
The Harmony Converter converts calls on the storage server to WAV or MP3
format for playback.
G729 Generator
The G729 Generator converts G.711 audio calls to G.729. The generator is a
CPU-intensive application and should be run on a machine with no other
significant services running and configured to run during off-peak system
processing periods.
Host Settings
• Host Ip Address—Data NIC IP address of machine running G729 generator.
In a single server deployment, this is the server’s Data NIC. This must be an
actual IP address (i.e., a loop back address is not allowed).
Lean Period
• Convert During Lean Period—Select to convert calls during specified start
and stop times. If not selected, calls are converted when the recording server
pushes the completed calls to the storage server.
• Start Time—Time at which to begin converting recorded calls into G.729
format, in HH:MM format (e.g., 17:30 for 5:30PM).
• Stop Time—Time at which to stop converting recorded calls into G.729
format, in HH:MM format (e.g., 23:30 for 11:30PM).
UCM Recorder
These settings are used to configure the connection between Cisco Call Manager
and Harmony, specifically for trunk-based recording.
To add a cluster, click Add Cluster and enter information as described below. The
cluster appears in the Cluster Information list.
Tip To delete or edit a cluster, select the cluster from the list, then click Remove
Cluster or Edit/Modify Cluster, respectively.
Upload Server
The upload server is installed on the storage server. The Screen utility (as
installed on the agent desktop) captures screenshots during support calls, converts
them to JPEG format, then the upload server uploads them to the storage server.
ED Service
The ED Service creates two ZIP files: one contains the recorded call audio file
and the .inf file, if present; the other contains all the screen files. These ZIP files
are then stored at the central storage server, in encrypted form. The ED Service
also receives request from the converter for the decryption and playback of calls.
• Central Storage Path—Secure storage location where calls are stored after
encryption.
• Central Storage Server Login ID—Network user ID used to connect to
storage server, above. In a single server deployment, this is the administrative
username you created for Harmony (e.g., KnoahSoftAdmin). You can also
login as a domain user.
• Central Storage Server Password—Network password for specified user
ID, above.
• Drive Select—Drive location where ED Service will create temporary files
during encryption and decryption of calls and screens.
Starting Components
Once you’ve configured your components, you will arrive at the component start
selection screen. Here, you select the components you want to start, then click
Finish.
Step 1 Ensure that the Cisco Adapter is started via Start > Run > services.msc.
Step 2 Open the CiscoAdapter.properties file, located in the
KnoahSoft\CiscoAdapter\Conf directory, and add the following lines with the
appropriate parameters:
Version: Harmony version number (default = 3.1)
Application_Description: Harmony Cisco Adapter
NumClusterConfigs: Number of configured clusters (e.g., 3)
Cluster1_Name: Cluster name (default = UCCCE75_CLUSTER)
Cluster1_NumCTIOSServerPairs: Number of configured CTIOS server pairs
Cluster1_PeripheralID: Peripheral ID of CTIOS server, based on version of Call
Manager used, 5002 for 6.0 and 5003 for 7.0 (default = 5002)
Cluster1_CTIOS_1A_HostName: Primary CTIOS server IP address
Cluster1_CTIOS_1A_Port: Primary CTIOS server port (default value = 42028)
Cluster1_CTIOS_1B_HostName: Secondary CTIOS server IP address
Cluster1_CTIOS_1B_Port: Secondary CTIOS server port (default = 42028)
CTIOSAdapterServer1LocalPort=33333
AdapterWebURLString=/CiscoAdapter/MonitorSitesRecorderRequest
UseCTIIntegration=TRUE
CiscoCTIOSIntegration=TRUE
UseCTIIntegration:<Enables recorder to connect with Cisco Adapter (default =
FALSE)>
CiscoCTIOSIntegration:<Enables recorder use with Cisco CTIOS (default = FALSE)>
AdapterWebURLString:<CiscoAdapter/MonitorSitesRecorderRequest (URL string)
CTIOSAdapterServer1Address:<IP address where Cisco adapter is running>
CTIOSAdapterServer1Port:<Port where Cisco adapter is listening (default = 34201)>
CTIOSAdapterServer1LocalPort:<Opens reverse client socket with Cisco adapter
(default = 3333)>
Step 5 Open the log4j.xml file, located in the resources folder of the C:\ Program
File\KnoahSoft\CiscoAdapter\jetty directory, and:
• Replace the logs\\HarmonyCiscoAdapterApp.log line with your
log file directory (e.g., C:\\Logs\ HarmonyCiscoAdapterApp.log)
• Replace the SMTPHost parameter with the mail server IP address entered
during the installation process
• Replace the sendermail address parameter with the address entered
during the installation process
• Replace the EmailAddress1 parameter with the address entered during
the installation process
Step 6 Change the logon of the Cisco Adapter service from Local System account to
This account, via Run > services.msc > Cisco Adapter > Properties > Log On.
Step 7 Enter the username and password for the account, then click OK.
Step 8 Check the HarmonyCiscoAdapterApp.log to ensure that the Cisco Adapter has
started and is able to connect with the CTIOS server.
Step 9 Restart the Cisco Adapter via Start > Run > services.msc.
Step 10 Start the recorder Start > Programs > Knoahsoft > Recorder > Start Recorder.
This connects the adapter, and events can now be received for call recording.
Screen Configuration
The following procedures describe how to initiate screencapture for users in your
Harmony environment when they log on and off their machines.
You can configure screencapture initiation in one of two ways, based on whether
or not you are using Windows Active Directory.
Non-ADS Deployment
The following procedures must be performed on each user’s machine in your
Harmony environment.
First, add the userlogin.exe script to the group policy logon and logoff scripts:
Step 1 Navigate to Start > Run > gpedit.msc. The Group Policy window appears.
Step 2 Navigate to User Configuration > Windows Settings > Scripts (Logon/Logoff).
Step 3 Click Logon. The Logon Properties window appears.
Step 4 Click Add, then enter the following:
• Script Name—C:\Program Files\KnoahSoft\Screen\userlogin.exe
• Script Parameters—1
Step 5 Click OK.
Step 6 Click Logoff. The Logoff Properties window appears. (Note that although the
script is named userlogin, it functions for both logon and logoff events.)
Step 7 Click Add, then enter the following:
• Script Name—C:\Program Files\KnoahSoft\Screen\userlogin.exe
• Script Parameters—2
Step 8 Click OK.
Step 9 Log off then log back in as an agent.
Step 10 Ensure that appropriate entries are found in userlogin.log log file, located in the
C:\Program Files\KnoahSoft\Logs\ directory.
Note If you do not enter the script parameters 1 and 2 as per steps 4 and 6, no message
is sent to the Screen.exe program that the user logged in and out.
Step 1 Navigate to Start > Control Panel > Administrative Tools > Computer
Management.
Step 2 Select Local Users and Groups.
Step 3 Select the group you want to deploy the package to (e.g., KnoahSoft). If you have
a pre-existing group that contains all the users you want to configure for group
policy log on and off screen capture, select that group. Otherwise, create a group
with the appropriate users.
Step 4 Create a user with administrative privileges in the selected group.
Step 5 Create a new Group Policy for the user (Properties > Group Policy > New).
Step 6 Edit the new Group Policy Object logon script (Window settings > Scripts > Log
On) as follows:
• Open inisettings.exe file for the MSI Installer
• Edit the file to create a db.ini file in the C:\Program Files\KnoahSoft\Screen
directory
• Create a shared directory for the C:\ and copy the db.ini and MSI packager
into the directory
• Edit the batch file provided with the installer, specifying the shared directory
path in the second and third lines of the batch file
Step 7 Click Show files. Copy the MSI Installer and batch file into the new window.
Step 8 Click Add in the Log On properties window. The Add Script window appears.
Step 9 Click Browse, select the batch file, then click OK and Apply.
Step 10 Specify the path of the MSI packager.
Step 11 Click Browse, then copy the batch file to this location.
Step 12 Click Add, then select the batch file.
Step 13 Save and close all open windows.
Step 14 Repeat steps for each user’s machine.
Finally, configure the UserLogin application so that it runs whenever every user logs in or out:
Step 1 Navigate to Start > Programs > Administrative Tools > Active Directory Users
and Computers.
Step 2 Open the scripts window for the group you want to run the UserLogin program
for (Properties > Window Settings > Scripts).
Step 3 Select Log On and apply the logon script.
Step 4 Click Show files, then copy the userlogin.exe and log4cplus.dll files from the
KnoahSoft directory.
Step 5 Click Browse, then select the userlogin.exe file.
Step 6 Set the Script Parameter to 1.
Step 7 Save and close all open windows. The script will now run whenever a user logs
into their machine, and the screencapture application will run for the user account.
Step 8 Repeat steps 1 through 5 for the logoff script, setting the Script Parameter to 2.
Step 9 Save and close all open windows.
Step 1 Log into a user machine in the MSI deployed group as the admin user.
Step 2 Wait two minutes, then check the Task Manager to ensure that the Screen.exe
process is running on the machine.
Step 3 Log off the machine, then perform the above procedure for all machines.
Note Note that all users in your system are in the group.
Note The installation CD contains the following files in the Screen_MSI directory:
inisettings.exe, MSI_Installer_CentralPush_Script.bat, and
ScreenMSIPackager.msi.
Then, log in to the active directory server with a user with administrator privileges as follows:
Step 1 Navigate to Start > Programs > Administrative Tools > Active Directory Users
and Computers.
Step 2 Select a group to deploy that package to.
Step 3 Create a user in the selected group with administrator privileges, then right-click
on that user to open the Properties window.
Step 4 Click the Group Policy tab. Click New. The Group Policy Object and Group
Policy Object Links page appears.
Step 5 Click Edit. Select Window Settings then click the Scripts option.
Step 6 Click the log on script. Specify the path of the batch file, as edited in the previous
procedure.
Step 7 Click Show Files. Copy the batch file to the location shown.
Step 8 Click Add, then click Browse and locate and open the batch file previously
created.
Step 9 The batch file is added to the log on script. Click OK.
Step 1 Close all ADS windows, go to individual machines of the MSI deployed group
and log in with an admin user (i.e., whatever user you have created in this MSI
deployment).
Step 2 Wait for two minutes and check in the task manager whether the screen.exe is
running on that machine or not.
Step 3 If it is running, log off that machine and repeat this procedure for all machines.
Where:
• HarmonyRMSServerPort is used to connect RMS with the recorder.
Recorder will open the connection on this port (default = 33022).
• HarmonyRMSIntegrationPort is used to connect the CRM
application with Harmony RMS. The CRM application will open the
connection on this port (default = 33023).
To configure RMS:
Step 1 Start the service via Start > Program Files >Knoahsoft > HarmonyRMS >
Start HarmonyRMS.
Step 2 Open the Recorder.ini file, located in the C:\Program Files\KnoahSoft\Recorder
directory, and modify the following parameters:
CTIOSAdapterServer1Address=IP address
CTIOSAdapterServer1Port=33022
UseCTIIntegration=TRUE
Where:
CTIOSAdapterServer1Address = IP address where RMS is running
CTIOSAdapterServer1Port = port where RMS is listening (default = 33022)
UseCTIIntegration enables recorder to connect with RMS (default = FALSE)
Step 3 Start the recorder via Start > Programs > Knoahsoft > Recorder > Start
Recorder.
Note If the recorder and storage server are both installed are on the same machine, then
there is no need to install the Upload Client.
Step 1 Stop the Upload Client services on the recorder server via Start > Program Files
> KnoahSoft > UploadClient > Stop UploadClient.
Step 2 Stop the recorder services on the recorder server via Start > Program Files >
KnoahSoft > Recorder > Stop Recorder.
Step 3 Stop the Upload Server service via Start > Program Files > KnoahSoft >
SCUploadServer > StopSCUploadServer.
Step 4 To change default value of any of the below parameters, add that parameter in
C:\Program Files\KnoahSoft\UploadClient\UploadClient.ini file and start the
application
Step 5 Open the recorder.ini file and add the following parameters:
• UploadCallRecordings=TRUE
• UploadClientIpAddress=IP address
• UploadClientPort=33026
Where:
• UploadCallRecordings—Enables uploading of calls with the help of the
Upload Client (default = FALSE)
• UploadClientIpAddress—Upload Client host IP address
• UploadClientPort—Upload Client and recorder communication port (default
= 33026).
Step 6 Open the UploadServer.ini file, located in the C:\Program
Files\KnoahSoft\SCUploadServer directory, and add the following parameters:
• StorageServerAddress=IP address
• UploadServerHTTPServerPort=33028
• FileUploadServerPort=33027
Step 7 Restart the recorder, Upload Client, and Upload Server via Start > Run >
services.msc.
Note It is recommended that the Archival Tool be installed on the Storage server.
Step 1 Navigate to the Archiver MSI Packager directory on your local server.
Step 2 Click the MSI Packager. A prompt will display upon successful installation.
Step 1 Navigate to Start > Programs > KnoahSoft > Call Download > Run
CallDownloadUtility.
Step 2 Enter the following database login credentials:
• Login User ID—Database login user ID (metric)
• Login Password—Database login user password (metric)
Selection Parameters
• Client List—All Clients configured in database will be displayed.
• Sites List—All Sites configured in database will be displayed.
• Work Types List—All Work Types configured in database will be displayed.
• From Date and To Date—Date range of calls to be archived.
• With Out Screens/With Screens/Both—Select to filter calls in results
window, for: without screenshots; with screenshots; or all calls.
• Agents Range—Agent IDs range.
• Extensions Range - Phone Extension.
• Min call duration and Max call duration (in seconds)—Select calls that
match this range of call duration criteria. Default for Min and Max are 0 and
21600 seconds respectively.
• List Archived Calls—Select the checkbox, if you want to download
Archived calls Pages Range - Number of pages to appear in the results
window before a new page appears.
• Click List Calls to filter results window after selection.
Selected Calls Information
• Total Calls—Number of calls currently displayed in the results window.
• Calls Selected—Number of calls currently selected in the results window.
Click Select All and Unselect All to filter.
• Selected Worktypes —Above selected worktypes will be displayed
Drive Information
• Source—Database where calls are recorded. Map the drive until Voice folder.
• Destination—Database to download recorded calls. Space available on the
drive is shown in the Free Space MB text box. Click Refresh to recalculate if
a new drive is selected.
Downloadable Files Storage Information
• Calculate Storage—Click to view storage requirements for the selected
audio format, as selected in the Output Parameters section (below).
Output Parameters
• Output Format—Format used to archive calls (wav, mp3).
Call Download Status
• Downloading Status—Status of all selected calls being download, shown as
a progress bar.
This section describes the post-installation tasks you need to perform for IIS web
server configuration, once you have run the installer as previously described.
Information is also provided on how to start your system, change the settings you
made during the installation process, and start and stop Harmony services.
Detailed troubleshooting help for user login, recording server, and screencapture
issues is also provided.
• Create a new virtual directory labeled Voice pointing to the storage folder
Voice with appropriate login credentials for the KnoahSoft website, as
previously created in IIS.
• Ensure the proper user ID and password are set for access to the storage
server.
• Ensure anonymous access for the Screens directory, as per IIS’s directory
security.
• Ensure Integrated Windows authentication is disabled for the Screens
directory.
• Enable Read and Run Scripts for the Voice sub-directory of the
StorageServerWorkingDirectory directory.
System Start
Once all the servers have been installed and properly configured as previously
described, you can then start the KnoahSoft web application and log in as the
Administrator user.
Step 1 Log into the physical server hosting the web application component.
Step 2 Click Start > Programs > KnoahSoft > Web > Start Web.
Step 3 Once the service is started, enter the following URL in your browser:
http://server name:8080/knoahsoft/
where server name is the KnoahSoft web application host server system name or
IP address (i.e., the server hosting JBoss).
Step 4 Login as the Administrator user as follows:
• UserID—admin
• Password—password
Step 5 Be sure to change the password the first time you log in.
Note The System Administrator can create accounts, employees, etc. For more
information, refer to the KnoahSoft Harmony System Administration Guide.
Step 1 Navigate to Start > Programs > KnoahSoft > KnoahSoft Config. The installer
relaunches.
Step 2 Follow the prompts to make your changes, then click OK.
Step 3 Restart the server or service to enable your changes.
Note Contact KnoahSoft Technical Support in the event that you need to change any IP
address.
Report Templates
In order to download JRXML and HRXML templates in the Reports module using
the Import New Templates feature, you must associate the JRXML and HRXML
file extensions to the Windows OS in IIS, as described below.
Note Refer to the “Importing New Templates” topic in Chapter 3 of the KnoahSoft
Harmony User Guide for more information.
To configure jrxml and hrxml mime types for use with Harmony:
Step 1 Ensure that your KnoahSoft IIS web server is properly configured as previously
described (above).
Step 2 Open IIS and navigate to the KnoahSoft website.
Step 3 Navigate to Reports > Properties. The KnoahSoft Properties window appears.
Step 4 Navigate to HTTP Headers > MIME types block, then click MIME Types. The
MIME Types window appears.
Step 5 Click New.
Step 6 Specify the extension as jrxml and the MIME type as Jrxml file, then click OK.
Step 7 Click New.
Step 8 Specify the extension as hrxml and the MIME type as Hrxml file, then click OK.
Step 9 Click OK in the MIME Types window, then click Apply and OK in the
KnoahSoft Properties window.
Step 10 Repeat steps 2 through 9 for all required end-user desktop machines.
Step 1 In Windows Explorer, navigate to Tools > Folder Options > File Types, then
click New.
Step 2 Enter jrxml as the file extension, then click OK.
Step 3 Click New.
Step 4 Enter hrxml as the file extension, then click OK.
Step 5 Click Apply and OK in the Folder Options window.
Post-Installation Checklist
Ensure that the following items are properly configured and function as described
in the table below.
Troubleshooting
– Ensure that the agent desktop firewall is disabled and that agent desktops
are separated from the recorder by the company firewall.
– Permissions should be granted in the firewall to enable the recorder to
connect to the agent desktop machines.
– Ensure that the agent’s machine is configured for screen capture, and that
the capture interval is configured as per the Voice Configuration setting
for the agent.
System Overview
The Cisco Unified Telephony Application Programming Interface (TAPI)
comprises the set of classes and principles of operation that constitute a telephony
application programming interface. The Cisco Unified TAPI implementations
provide the interface between computer telephony applications and telephony
services.
The Cisco Unified Communications Manager (formerly Cisco Unified Call
Manager) includes a TAPI Service Provider (Cisco Unified TSP), which allows
developers to create customized IP telephony applications for Cisco users. Cisco
Unified TSP enables the Cisco Unified Communications system to understand
commands from the user-level application such as Cisco Soft Phone via the
operating system.
Note The system does not support using Cisco TAPI 2.1 TSP via the TAPI 3.x
compatibility layer.
TSP Installation
Install the Cisco Unified TSP software either directly from the Cisco Unified
Communications Manager CD-ROM or from Cisco Unified Communications
Manager Administration as follows:
Note For information on installing plug-ins from the Cisco Unified Communications
Manager, see the Cisco Unified Communications Manager Administration Guide.
TSP Configuration
Step 1 Open the Control Panel.
Step 2 Double-click Phone and Modem Options.
Step 3 Choose the Cisco TSP you want to configure.
Step 4 Click Configure. The system displays the Cisco IP PBX Service Provider dialog
box, with General, User, CTI Manager, Wave, Trace, Advanced, and Language
tabs.
Step 5 Select each tab and enter the configuration settings.
Step 6 Click OK to save the changes.
Note After configuring the TSP, you must restart the telephony service before an
application can run and connect with its devices.
• User Name—Enter the user name of the CTI User that you want to give
access to devices. This TSP can access devices and lines associated with this
user. Make sure this user is also configured in the Cisco Call Manager, so TSP
can connect to Cisco Call Manager. The TSP configuration keys store the
user name and password that you enter.
• Password—Enter the password associated with the user that you entered in
the User Name field. The computer encrypts the password and stores it.
• Verify password—Re-enter the user password.
Note You can designate only one active user name and password t at a time for a TSP.
The CTI Manager tab allows you to configure primary and secondary
CTI Manager Information.
The Wave tab allows you to configure settings for your wave devices.
• Automated Voice Calls—The number of Cisco wave devices that you are
using determines the possible number of automated voice lines (default = 5).
You can open as many CTI ports as the number of Cisco wave devices
configured. For example, if you enter 5, you need to create five CTI port
devices in Cisco Call Manager. If you change this number, you need to
remove and then reinstall any Cisco wave devices that you installed.
• Silence Detection—If you use silence detection, this check box notifies the
wave driver which method to use to detect silence on lines that support
automated voice calls using the Cisco Wave Driver. If the check box is
checked (default), the wave driver searches for the absence of audio-stream
RTP packets. Because all devices on the network suppress silence and stop
sending packets, this method provides a very efficient way for the wave
driver to detect silence.
The Trace tab allows you to configure various trace settings, as shown below
Changes to trace parameters take effect immediately, even if TSP is running.
• On—Allows you to enable Global CiscoTSP trace. Check the check box to
enable CiscoTSP trace so you can modify other trace parameters in the dialog
box. The CiscoTSP trace depends on the other values that you enter in these
fields.
• Max line/file—Specifies the maximum number of lines the trace file can
contain. The default is 10,000. Once the file contains the maximum number
of lines, trace opens the next file and writes to that file.
• No. of files—Specifies the maximum number of trace files. The default is 10.
File numbering occurs in a rotating sequence starting at 0. The counter
restarts at 0 after it reaches the maximum number of files minus one.
• Directory—Specifies the location in which trace files for all Cisco TSPs are
stored. Make sure that the specified directory exists. The system creates a
subdirectory for each Cisco TSP. For example, the CiscoTSP001Log
directory stores Cisco TSP 1 log files. The system creates trace files with
filename TSP001Debug000xxx.txt for each TSP in its respective
subdirectory.
• TSP Trace—Activates internal TSP tracing. When you activate TSP tracing,
Cisco TSP logs internal debug information that you can use for debugging
purposes. You can choose one of the following levels:
• Error—Logs only TSP errors. (The system checks the TSP Trace check
box and chooses the Error radio button by default.)
• Detailed—Logs all TSP details (i.e., log function calls in the order that
they are called).
• CTI Trace—Traces all messages and function calls between TAPI and
Cisco TSP. The system leaves this check box unchecked by default. If you
check the check box, TSP traces all the function calls made by TAPI to
Cisco TSP with parameters and messages (events) from Cisco TSP to TAPI.
• TSPI Trace—Traces messages flowing between Cisco TSP and CTI.
Cisco TSP communicates with the CTI Manager. By default, the system
leaves the check box unchecked.
The Language tab allows you to select one of the installed languages to view the
configuration settings in that language.
Choose a language and click Change Language to reload the tabs with the text
in that language.
Note You cannot change the number of installed Cisco TSPs when you reinstall or
upgrade the Cisco TSPs.
Note If TSP files are already locked, the installation program prompts you to restart the
computer.
TAPI Installation
Step 1 Double click the TAPIAdapterMSIPackager.msi. This Installs TAPI Adapter on
your machine.
Step 2 Configure the TAPIAdapterServerPort in the TAPIAdapter file.
Step 3 Check the TAPIAdapter.log for verification.
Step 4 Add the following parameters to the recorder.ini file:
CTIOSAdapterServer1Address=<IP address where TAPIAdapter is running>
CTIOSAdapterServer1Port=33022
NoOfCTIOSAdapters=<number of Adapters connected to the recorder>
This chapter describes how to configure the Log Manager, Alert Manager, and Get
Dump Files For Calls debugging components. These components can be selected
for installation during component installation of Harmony, as described in
Chapter 3.
To fetch logs:
• Expression (1 though 8)—These all parameters are works as a filter for logs.
Eg: Provide any string from the logs in these expression fields. Like agent,
Extension xxxxx. Final log file will have only those lines that are in the
expressions field.
Step 4 Click Submit. In the above examples, logs will be returned for KnoahSniffer
between 4AM May 21 and 4AM May22.
Step 5 To fetch logs based on voice case ID:
• Application name— Select Harmony application (i.e., component) you want
to review the logs for (e.g., KnoahSniffer).
• Voice case Id—Enter a voice case id. Based on the time that is present in the
voice case id, LogManager will try to fetch the logs for the selected
application. Based on the given time in the voice case id itself application will
create start and end time for call. Note: Max limit 110 characters. Call Start
time—start time in voice case id - time tolerance. Call End time— start time
in voice case id + duration of call in voice case id + time tolerance
• Time Tolerance—Provide the integer value in two digits for getting the logs
before the call start and after the call end. Note: Min value is 1 and Max value
is 99. Eg: 9 Means LogManager will creates the logs 9 minute before the call
start and after 9 minute the calls end for the selected application.
• Expression (1 though 8)—These all parameters are works as a filter for logs.
Eg: Provide any string from the logs in these expression fields. Like agent,
Extension xxxxx. Final log file will have only those lines that are in the
expressions field.
Step 6 Click Submit. In the above examples, logs will be returned for KnoahSniffer
between 4AM May 21 and 4AM May22.
Note Alert Manager is backward compatibile with all previous versions of Harmony’s
alert management system.
Note The maximum size of of the alert.log file is 10MB. Once this limit is reached,
Harmony creates a backup file and then opens a new file. Alet Manager saves ten
(10) backup files.
Web Alerts
Alert Manager consists of a web server that accepts web connections and
processes requests to display alerts in the web page. Filtering can be done to fetch
desired by IP address of machine, alert severity, Harmony component name, and
number of latest alerts.
Alert Manager can also validate the network IP address of the web request. If the
network address is in the AlertManager.ini file, requests from those networks are
validated and allowed to access Alert manager alerts. (See “Alert Manager
Configuration” topic, above.)
Step 3 The alert manager selector page is displayed. Enter and select the following:
• Number of Alerts—Number of alerts to display in the web page (default =
1000).
• Alert severity—Alert severity level (FATAL, ERROR, WARN, DEBUG and
INFO) to display in web page. By default, type ALL is selected, to display all
alert types.
• Machine IP Address—IP address of machine where the Harmony
component you want to monitor alerts for is running. If no IP address is
entered, all IP address are considered and alerts for all machine IP addresses
are displayed.
• Application name—Select the Harmony component you wish to monitor
alerts for. Multiple selections are allowed. If no components are selected, the
alerts of all components are displayed in the web page.
Step 4 Click Submit. The Alert Manager web page is displayed. Alerts are displayed by
date, and are color-coded as follows:
FATAL = Red
ERROR = Dark red
WARN = Blue
INFO = Green
DEBUG = Black
SNMP Traps
Alert Manager acts as SNMP agent and sends alerts as SNMP traps to the SNMP
manager (i.e., the NMS server).
SNMP traps are alerts generated by agents on a managed device. They are
network packets that contain data relating to a component of the system sending
the trap. The data may be statistical in nature or even status related.
Alert Manager acts as SNMP agent and provides the ability to send traps (i.e.,
notifications) to advise an administrator when one or more conditions have been
met. Traps are defined in the Management Information Base (MIB) provided by
the vendor, and the administrator then defines thresholds, or limits to the
conditions, to generate the trap. Conditions range from preset thresholds to a
restart. After the condition has been met, the SNMP agent forms the SNMP packet
(i.e., trap).
Trap-based notification allows an administrator who is responsible for a large
number of devices to be notified of selective events, instead of having to poll or
request information from every object on every device in the network.
The Application log in the Event Viewer will display alerts as ERROR types when
they are received from the Alert Manager.
Email Alerts
Alert Manager can send alert message emails to the Mail server, if desired. Alert
Manager acts as an email client, preparing emails with alert message details and
then sending them to the pre-configured email addresses.
GetDumpFilesForCall
The GetDumpFilesForCall utility program collects the dump file of particular
configured calls from the dump location.
During installation, all the necessary folders and files are created in the default
location C:\Program Files\KnoahSoft\GetDumpFilesForCall.
The KnoahSniffer application is used to capture the dump files. So KnoahSniffer
must be running on the recording server in order to debug call recording issues.
Ensure that KnoahSniffer does not over write those files with new files, as it runs
in a ring buffer fashion. (Refer to KnoahSniffer configuration and how to allocate
enough space so you can retain the files for a call which is two or three days old.)
Step 1 Select drive the dump files are located (e.g., C:\). This will be the DriveSelect
parameter value configured in the KnoahSniffer.ini file.
Step 2 Select the SourceFilesLocation (i.e., the name of directory where we have the
dump files; e.g., VoiceDataTest).
For example:
VoiceCaseId=agent1002_MUM_4063_07232009_134512_001500_0
TimeBeforeCallStart=2
TimeAfterCallEnd=5
Call start time of call is "134512" on “07232009”.
Step 1 Configure all parameter in the ini file then click GetDumpFilesForCall.exe.
Step 2 View the dump files collected at <DriveSelect>:\DestFilesLocation.
Scheduled Archiver
The Scheduled Archiver service is designed to automatically archives calls based
on the parameters you configure in the archiver.ini file. Different transaction
parameters can be configured to archive different types of calls, based on clients,
sites, Work Types, call freshness, call start times, etc. This allows you to schedule
a wide-variety of transaction types for archiving.
Archiving can also be scheduled to start and stop during specified times—i.e.,
during lean, off-peak system processing periods.
Configuration
Scheduled Archiver is configured via the archiver.ini file, located in the
C:\Program Files\KnoahSoft\Archiver directory. The ini file can be modified using
a text editor, to edit or add new transactions. (A transaction is defined as a set of
parameters you create for archival purposes.)
Note After modifying the ini file, you must either restart your server or start the service,
as described below.
Database Information
• DatabaseServerIPAddress—IP address of machine where SQL Server is
installed.
• Database Name—Name of database. Enter Metrics_Commercial.
• DatabaseUserId—Database user ID. Enter metric.
• Database Password—Password for database user metric.
Transaction Settings
• NoOfTransactions—Enter number of transactions you want to configure for
archiving. Transactions are numbered sequentially, and each transaction
consists of its own distinct list of the parameters, as listed below (e.g.,
Transaction1_SiteList, Transaction2_SiteList, Transaction1_ClientList,
Transaction2_ClientList, etc.).
• Transaction<num>_SiteList—Comma separated list of sites whose calls are
to be archived—e.g., Cambridge, Oakland, San Francisco. (Sites are created
in the Harmony System Administration module.)
• Transaction<num>_ClientList—Comma separated list of clients whose
calls are to be archived (e.g., ELNK, PALM, AWH). (Clients are created in
the Harmony System Administration module.)
Note Calls are archived based on Work Types, and the client and site
parameters are ignored. If a Work Types is not entered, calls are archived
based on the other transaction parameters.
Other Settings
• LogLevel=DEBUG— Set to TRUE to allow for system messages to be saved
into a log file, for debugging purposes.
This chapter describes additional Harmony features that can be configured for
use, specifically:
• On-demand recording
• ANI-based recording
• Shift-based recording
• Dual monitor modes
On-demand Recording
On-demand recording can be initiated either by a phone key event or as a Record
Call Now selection during Silent Monitoring. On-demand recording can be used
with Session Initiation Protocol (SIP) or Skinny Client Control Protocol (SCCP)
based phones.
Note A license is required for every user that you wish to use on-demand recording for.
You enter the start and stop recording patterns while running the Harmony
installer. To enable on-demand recording if you did not enter the patterns during
installation, or to change those settings after installation, you must modify the
recorder.ini file, located in the C:\ProgramFiles\KnoahSoft\Recorder directory,
by editing the following parameters:
StartRecordingPattern=*7*7 (for example)
StopRecordingPattern=*8*8 (for example)
Note You can also change these parameters by re-running the installer. Refer to the
“Changing Installation Configuration” topic in this document for more
information.
Normally, the call is recorded with the initiation of the start recording key sequence.
If you want to start recording from the beginning of the call, you must modify the
following ini file parameter:
MonitorAllCalls=TRUE
You must restart the recorder service after modifying the file.
Note Refer to the Harmony System Administration Guide for Silent Monitoring Record
Call Now information for on-demand recording.
ANI-based Recording
Harmony can be configured to record incoming calls based on specific area codes
(a.k.a, Automatic Number Identification (ANI)-based recording). To enable this
feature, you must modify the Recorder.ini file, which is located in the following
directory:
C:\ProgramFiles\KnoahSoft\Recorder\Recorder.ini
Open the file, then edit and save the file by adding the following parameter:
ANIPrefixesList=xxx,yyy
Where xxx and yyy are the comma-separated area codes you always want to be
recorded (e.g., 212, 415).
Note Be sure to leave all other settings in the Recorder.ini file (e.g., log level, shift
timings, etc.) as they are.
Recording Rules
Call recording rules are configured on an agent-by-agent basis by the System
Administrator. It is important to note that:
• The agent must be enabled to record calls;
• If an agent is configured to record random calls (i.e., not continuous), all calls
matching the area codes in the Recorder.ini file will still be recorded;
• If an agent has exceeded the maximum number of calls they are configured
to record, all calls matching the area codes in the Recorder.ini file will be still
recorded;
• If an agent receives a call that does not fall within the shift timings, but the
call is an ANI-based call with a matching area code, the call is recorded.
• Rules are not affected by ANI-based calls (e.g., if an agent has exceeded the
maximum number of calls they are configured to record screen captures for,
will not be enabled for ANI-based calls).
Note For information on how to set employee recording rules, refer to the “Adding A
New Employee” topic in Chapter 4 of the KnoahSoft System Administration
Guide, Version 3.1.
Shift-based Recording
Harmony can be configured to record incoming calls based on specific time shifts.
To enable this feature, you must modify the Recorder.ini file, which is located in
the following directory:
C:\ProgramFiles\KnoahSoft\Recorder\Recorder.ini
Open the file, then edit and save the file by adding the following parameters:
ShiftTimingsDefined=TRUE
Shift1Timing= HH:MM-HH:MM
Shift2Timing= HH:MM-HH:MM
Shift3Timing= HH:MM-HH:MM
Note Be sure to leave all other settings in the Recorder.ini file (e.g., log level, area code
prefixes, etc.) as they are.
Recording Rules
With shift based recording, calls are recorded only during the shift period, and all
other recording rules apply. It is important to note that:
• If an agent is configured to record a maximum 5 calls and the recording type
is continuous, the first 5 calls received during the shift will be recorded.
• If an agent is configured to record a maximum 5 calls and the recording type
is random, 5 random calls during the shift will be recorded.
• If an agent receives a call that does not fall within the shift timings, the call
will not be recorded, even if the agent is configured with recording type
continuous.
• If an agent receives a call that does not fall within the shift timings, but the
call is an ANI-based call with a matching area code, the call is recorded.
• Rules are not affected by shift-based recording (e.g., if an agent has exceeded
the maximum number of calls they are configured to record screen captures
for, will not be enabled for shift-based calls).
Note For information on how to set employee recording rules, refer to the “Adding A
New Employee” topic in Chapter 4 of the KnoahSoft System Administration
Guide, Version 3.1.
• Dual view—In this mode, the screen is the same for both monitors. Windows
can be moved from the primary monitor to the secondary monitor, and vice
versa. is performed for the primary monitor only; any activity on the
secondary monitor is not captured.
• Span view—The screen is stretched across two monitors. One half of the
screen is viewed on the primary monitor and the other half is viewed on the
secondary monitor. The image on both monitors is captured as a single image.
• Clone View—The screen for both monitors is the same. Screen capturing of
the primary monitor is performed as a single image
.
Note Not all versions of KnoahSoft Harmony 2.0 can be used for in dual view mode.
Contact your reseller for more information.
Hardware Recommendations
The following are recommendations for hardware for desktop to use dual monitor
mode with Harmony. Note that these are recommendations only; you may need
additional hardware:
• Microsoft Windows XP or Vista
• 1.5GHz processor (e.g., Intel Pentium 4, AMD Athlon XP 1500+, or
equivalent)
• 256MB RAM
• 2GB of free hard disk space
• SLI-ready motherboard, with PCI Express chipset support, and dual x16
connectors for two graphics cards
• Two dual monitor Express graphics cards, with identical GPU and memory,
preferably both cards from the same vendor
• One SLI connector to connect graphics cards
Tip You can adjust your GPU graphics cards timings, to support a variety of different
display timings, for ultimate flexibility for analog CRT and DVI connections.
database
B
requirements 2-6
best practices 2-5 database configuration 3-5
database server
redundancy 1-6
C usage 1-2
Data NIC 1-4
calculator
debugging
storage 2-2
components 3-2
call download utility 4-36
configuration 7-1
call flow overview 1-4
deployment scenarios 1-3
Call Manager
multi-site 1-3
CTI user 6-2
single site 1-3
Cisco TSP 6-14
domain controller 2-5
Cisco adapter configuration 4-27
dual monitor modes 9-5
cluster settings 4-19
installation configuration
E
changing 5-4
ED service 4-23
event viewer log 7-12
K
KnoahSniffer
F
overview 1-6
failover 1-5 space requirement 1-7
G L
M
H
multi-site deployment 1-3
Hamony
editions 1-1
hard disk drive N
requirement, multi-server 2-2 network configuration 2-4
requirement, single server 2-1 network interface cards 1-4
hardware requirements 2-1 network ports 2-5
HTTP web requests NICs 1-4
process 1-4 non-ADS deployment 4-29
I O
IIS web server configuration 5-2 on-demand recorder
installation settings 4-13
component 3-1 on-demand recording 9-2
services
P
starting 5-3
post-installation checklist 5-6 stopping 5-3
pre-installation checklists 2-8 shift-based recording 9-4
process check list 4-22 SIP servers 4-14
processor SNMP traps 7-11
requirement, single server 2-1 software requirements 2-6
SPAN ports 1-6
starting 4-26
R starting components 4-26
starting services 5-3
RAM
stopping services 5-3
requirement, multi-server 2-2
storage calculator 2-2
requirement, single server 2-1
storage server
recording middleware service 4-33
redundancy 1-6
recording server
usage 1-2
failover 1-5
system overview 1-2
usage 1-2
system requirements 2-1
redundancy 1-5
reporting services
requirements 2-7
T
report templates 5-5
RTP packets TAPI integration 6-1
call flow 1-4 technical support 1-2
RTP traffic 2-4 third-party applications 2-7
troubleshooting 5-7
TSP installation, configuration 6-5
S