Quality Monitoring Configuration Guide

Avaya AuraTM Quality Monitoring
Release 10.1.1
Configuration Guide
November 2010
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C o n t e n t s
1 Welcome to Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

System Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . 7
Welcome to System Administration . . . . . . . . . . . . . . . . . . . . . . . 8
2 System Administration Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Accessing System Administration . . . . . . . . . . . . . . . . . . . . . . . 13
Navigating System Administration . . . . . . . . . . . . . . . . . . . . . . . 15
Exiting the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3 Level 1 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
What To Do Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Data Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
What To Do Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
LAN Data Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Trunk Spans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
CTI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Email Notifiers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
What To Do Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Voice Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
What To Do Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
7 Additional Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Custom Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Custom Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
JRE Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Contents
Root Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . 126
What To Do Now. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
8 Configure Screen Capture Module and Agent Initiated Monitoring . . . . . . . . . . . . 128

Configuring Quality Monitoring for AIM . . . . . . . . . . . . . . . . . . . . . 129
Configuring Search and Replay for AIM . . . . . . . . . . . . . . . . . . . . . 134
Configuring Screen Capture Module Compatibility . . . . . . . . . . . . . . . . . 138
Multi-Monitor Screen Capture Support . . . . . . . . . . . . . . . . . . . . . 139
AIM Automatic Login/Logoff . . . . . . . . . . . . . . . . . . . . . . . . . 140
Clearing Annotations . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Remote Agent Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . 145
Using AIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
9 Localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Changing the Regional Settings . . . . . . . . . . . . . . . . . . . . . . . 148
Changing Browser Language Settings . . . . . . . . . . . . . . . . . . . . . 148
Changing Time Format on the Server . . . . . . . . . . . . . . . . . . . . . 148
Adding User Defined Text to the Login Screen . . . . . . . . . . . . . . . . . . 149
A Configuration Quick Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

CTI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Data Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Email Notifiers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
LAN Data Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Trunk Spans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Voice Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Custom Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Custom Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
JRE Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Root Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . 292
B Avaya Predictive Dialer System (PDS) Configuration . . . . . . . . . . . . . . . . . . . 294

Overview of Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . 295
C Network Ports Usage and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 297

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Client Server Environment . . . . . . . . . . . . . . . . . . . . . . . . . 298
Terminal Server Environment . . . . . . . . . . . . . . . . . . . . . . . . 302
Quality Monitoring Configuration Guide 4
© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.

Contents
Firewall Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Other Ports Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Server Registry Settings . . . . . . . . . . . . . . . . . . . . . . . . . . 308
D Alcatel 4400 Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Voice Board(s) Configuration . . . . . . . . . . . . . . . . . . . . . . . . 319
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
E Intecom Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Installing an Intecom Switch Configured for Free Seating . . . . . . . . . . . . . . 325
Installing an Intecom Switch Configured for Roaming Agents . . . . . . . . . . . . . 325
F ACR Selective Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327

Selective Quality Solution . . . . . . . . . . . . . . . . . . . . . . . . . 328
Configuring the ACR Selective Recorder . . . . . . . . . . . . . . . . . . . . 328
G Citrix and Screen Capture Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332

Sessions and Published Applications . . . . . . . . . . . . . . . . . . . . . . 333
Screen Capture Module on a Citrix Terminal Server . . . . . . . . . . . . . . . . 334
Registry Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Memory Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Tracking Citrix User Sessions . . . . . . . . . . . . . . . . . . . . . . . . 336
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Chapter 1
Welcome to Quality
Monitoring
Welcome to Quality Monitoring. This Configuration Guide is designed to help

you properly configure your system.
This chapter describes the following topics:
z System Configuration Overview, page 7
z Welcome to System Administration, page 8
Chapter 1 - Welcome to Quality Monitoring System Configuration Overview
System Configuration Overview

To configure your Quality Monitoring server environment, you must set up your current
work environment and the Quality Monitoring server environment.
Before you configure your system, you need to confirm that any supporting hardware
and software has been correctly installed. Please refer to the Quality Monitoring
Installation Guide for details.

Chapter 1 - Welcome to Quality Monitoring Welcome to System Administration
Welcome to System Administration

You use System Administration to set up the hardware devices and the
communications software with which the suite communicates. Some of the items that
you set up, such as data connections, LAN data adapters, and servers are universal.
Some of the items that you define for the system, such as voice cards and CTI
adapters, are vendor-specific to the hardware and software that your enterprise uses.
System Administration enables you to define the settings for components such as
Servers, Switches, CTI Adapters, Voice Cards, and so on, all within a familiar,
browser-based environment.
This application uses role-based security. Your system administrator sets up roles in
the Search and Replay application, and assigns each user to a role within the system.
Security permissions are granted within the role. Therefore, you must have the
appropriate security permissions within your role to add, edit or delete any of the
System Administration components.
Date and time information is stored in Greenwich Mean Time (GMT) in the
System Administration database tables.
Note:
Launch Quality Monitoring

Access Quality Monitoring by typing:
z http://<servername>:<port>/qm
or
z https://<servername>:<port>/qm
For new installations, use:
z Username: eadmin
z Password: password
Security Administration
There are various security features you can implement on the Quality Monitoring
system. For information on security features, see the Quality Monitoring Security
Administration Guide.
Maintenance
For guidance on maintaining your Quality Monitoring system, see the Quality
Monitoring Maintenance Guide.

Best Practices
For recommendations for your Quality Monitoring system, see the Quality Monitoring
Best Practices Guide.
Configuration Procedures and Dependencies

The dependencies of the hardware, software, and devices require that you configure
the components in a predefined order. For example, a server belongs to a site.
Therefore, you must define a site before you can configure a server. The following
illustration outlines the process to be followed when configuring the Quality Monitoring
system:
The component dependencies are hierarchical not linear. Each component in a certain
level is independent of any other component in the same level. Each level, however, is
dependent upon the level that precedes it.

System Administration Component Dependencies

This guide follows the dependencies and presents the configuration information in the
following order:
z Level 1 Configuration (Sites)
z Level 2 Configuration (Data Connections, Switches, Servers)
z Level 3 Configuration (LAN Data Adapters, Workstations, Telephones, Trunk Spans,
CTI Adapters, Email Notifiers)
z Level 4 Configuration (Workspaces, Voice Cards)
This guide also describes how to set up:
z Additional Configuration Parameters.
z The Quality Monitoring system to support Screen Capture Module and AIM (Agent
Initiated Monitoring).

Deleting Components in the Hierarchy

Just as you define components based on their dependencies, you need to take the
hierarchy into account when you delete components. In general, the rules for deletion
are:
z You cannot delete a Site that has Servers, Switches, Workspaces, Data
Connections, ACD Adapters or Email Notifiers assigned to it.
z You cannot delete a Switch that has any of its extensions assigned to a telephone
or a Switch assigned to a CTI Adapter or Voice Card.
z You cannot delete a Server that has Voice Cards or LAN Data Adapters assigned to
it.
z You cannot delete Extensions assigned to Telephones.
z You cannot delete a Telephone that is assigned to a Workspace.
z You cannot delete a Workstation that is assigned to a Workspace.
Restrictions are noted in the appropriate section for each component.
Setting up a System for the First Time

If you are setting up a system for the first time, you must complete the following
procedures to ensure that the Search and Replay application works properly:
1 Log in to Quality Monitoring. See Chapter 2, “System Administration Navigation” for
complete instructions.
2 In System Administration, set up an Search and Replay Server. See Chapter 4,
“Level 2 Configuration.” for specific information about defining a server and
assigning server roles.
3 Log out of the Quality Monitoring system. See Chapter 2, “System Administration
Navigation” for complete instructions.
4 Log in to the Quality Monitoring system again. See Chapter 2, “System
Administration Navigation” for complete instructions.
The Search and Replay application will not launch if you do not define the BDR server.

Chapter 2
System Administration
Navigation
The Quality Monitoring System Administration application runs inside a pop-up

window called from the web browser. This chapter provides instructions to help
you access, navigate, and exit the application.
This chapter describes the following topics:
z Accessing System Administration, page 13
z Navigating System Administration, page 15
z Exiting the Application, page 17
Chapter 2 - System Administration Navigation Accessing System Administration
Accessing System Administration

To access System Administration:
1 Open a Web browser.
2 Type the address for Quality Monitoring in the Address field, and then press Enter.
You can also select the Quality Monitoring address from your Favorites list, or
double-click the shortcut on your desktop. The Logon window opens.
You must have appropriate security permissions to perform certain tasks within
the Quality Monitoring system such as editing, adding, or deleting system
administration components. The Administrator (EADMIN user) is responsible
Note:
for setting up security
Assigned and Inactive roles do not have any security permissions.

Note:
3 Type your Logon Name and Password. Your Logon Name and Password are
case-sensitive. They can include a maximum of 64 characters, and must not include
spaces.

Chapter 2 - System Administration Navigation Accessing System Administration
4 Click OK. The main Quality Monitoring system window opens.

5 Click System Administration. The System Administration main page opens.

Chapter 2 - System Administration Navigation Navigating System Administration
Navigating System Administration

The main window lists all of the components that you can configure in the left column.
To select a component to be configured, click a component type. When the window

refreshes:
z The upper left shows the selected component type.
z The right side of the window lists any currently defined items

Chapter 2 - System Administration Navigation Navigating System Administration
By default, all lists are sorted using the first column on the left as the sort criterion.
To sort a list of currently defined items, use the up and down triangles at the top of a
column to use that column name as the sorting criterion. You can sort a list either in
ascending or descending order.

Chapter 2 - System Administration Navigation Exiting the Application
Some components have multiple pages. You can use the paging controls to move
through the list.
Exiting the Application

To exit System Administration, follow these steps:
1 At the top right of any window in the Administrator application, click Menu. The
menu window opens.
2 Click Logout to return to the Logon window. Close the browser window.

Chapter 3
Level 1 Configuration
The dependencies of the hardware, software, and devices that you define in
System Administration require that you configure the components in a
predefined order.
The first component to configure, on Level 1, is Sites.
Chapter 3 - Level 1 Configuration Sites
Sites
A site is an organizational unit. As the parent element for all hardware and software
components, the site designation enables you to identify each component with a
unique locale. For example, a site can be a country, a city, or an office location. You use
sites to manage the enterprise-wide implementation of the Quality Monitoring system.
Defining a Site
To define a site, follow these steps:
1 From the main System Administration page, click Sites. Any currently defined sites
are listed in the right pane.
2 Click Create. The Enter Site Properties page opens.
3 Type the following information:

z Name. Type a unique name (up to 128 characters) that identifies the site, for
example, New York Office, Canada, Midwest Support. This field is required.
z Description. Type any additional text or annotation (up to 255 characters) to
further describe the site, such as an address or contacts. This field is not
required, but is recommended.
z City. Type the name of the city (up to 64 characters) where the site is located.
z State. Type the state (up to 64 characters) where the site is located.

4 Choose one of the following actions:

z Click Submit to validate the properties, and then save and close the page. If you
select Submit, a message confirms that the definition was saved, and then
prompts you to define additional sites.
a. Click Yes to define another site.
b. Click No to return to the list of defined sites.
z Click Reset to restore the previously defined (or default) values.
z Click Cancel to exit the page without making any changes.
5 After defining a site, you must restart the following services:
z Quality Monitoring eRecorder service
z Quality Monitoring eRecorder audio service
z Quality Monitoring eRecorder video service
z Quality Monitoring BDR Service
z Quality Monitoring Apache Tomcat
z Quality Monitoring Command Service
z Quality Monitoring Search Service
Reviewing a Site Definition

To review a site’s properties, follow these steps:
1 From the main System Administration page, click Sites. Currently defined sites are
listed in the right frame.

2 Click the site definition to review it. The View Site page opens.
3 Click Cancel to return to the list of defined sites.

Editing a Site Definition

To edit a site’s definition, follow these steps:
1 From the main System Administration page, click Sites. Currently defined sites are
2 Click the site definition to review it. The View Site page opens.
3 Click Edit. The Enter Site Properties page opens.
4 Make any necessary changes.
select Submit, a message prompts you to confirm the change.
a. Click Yes to save the new definition.
b. Click No to return to the Properties page.
z Click Reset to restore the previously defined values.
6 After editing a site, you must restart the following services:

Deleting a Site Definition

To delete a site, follow these steps:
1 From the main System Administration page, click Sites.
2 In the right frame, click the check box next to the site definition to delete it.
You cannot delete a site that has Server, Switches, Data,

Corrections, Email ACD Adapters, or Email Notifiers assigned to it.
3 Click Delete.You are prompted to confirm the command.

z Click Yes to delete the site definition.
z Click No to cancel the command.
5 After deleting a site, you must restart the following services:

Chapter 3 - Level 1 Configuration What To Do Now
What To Do Now
Once you have defined the sites on Level 1, go on to Chapter 4 to configure the
components on Level 2.

Chapter 4
Once you configure the sites at Level 1, you need to configure data
connections, switches, and servers on Level 2.
This chapter describes how to define and edit the following components:
z Data connections and associated logon IDs
z Switches, agent groups, logon IDs, and extensions
z Servers
Chapter 4 - Level 2 Configuration Data Connections
Data Connections
In the Quality Monitoring system, a data connection provides a logical grouping of the
components used for collecting data from the workstation’s graphical user interface
(GUI).
You can better organize and manage your GUI components by assigning them to a
central data connection. In some instances, you can use data connections as logical
devices to configure logon IDs for external applications such as Customer Relationship
Management (CRM) and Workforce Management (WFM). In addition to defining the
data connection itself, you can also define the Quality Monitoring logons used by
agents when logging into the telephone system.
For Quality Monitoring with Full time Recording integrations, you need to create two
data connections:
z One data connection assigned to Quality Monitoring with Full time Recording to set
up the audio server logon IDs for audio playback over the telephone using the
Audioserver.
z Another data connection is required for recording data from the screen.
Defining a Data Connection

To define a data connection and the associated logon IDs, follow these steps:
1 From the main System Administration page, click Data Connections.The currently
defined data connections are listed in the right pane.
2 Click Create. The Enter Data Connection Properties page opens.

3 Complete the following information:

z Name. Type a unique name (up to 128 characters) that identifies the data
connection. This field is required.
further describe the data connection, such as the type of connection.
z Free Seating. Enable this option if your organization uses a free seating
environment. Free seating indicates that an agent does not have a permanently
assigned workstation. The assignment is performed dynamically when the agent
logs on. The option is enabled (checked) by default.
z Data Connection for Audio Server. Enable this option if Full time Recording is
integrated with the Quality Monitoring system. This setting is for the Audioserver.
Leave unchecked for data connections. Only use this option for a data connection
that is created for Audio Server playback. This option is not enabled (unchecked)
by default.
z Record Channel Threshold. Specify the minimum number of channels available
for recording before an NT event is issued. The default setting is 0. The field limit
is 6 digits. This field is required.
z Playback Channel Threshold. Specify the minimum number of channels
available for playback before an NT event is issued. The default setting is 0. The
field limit is 6 digits. This field is required.
z Site. Use the drop-down list to select the site of the data connection. The site
identifies the location of the data connection in the enterprise. This field is
required.
select Submit, a message confirms that the definition was saved and prompts
you to define additional data connections.
a. Click Reset to restore the previously defined (or default) values.
b. Click Cancel to exit the page without making any changes.
z Click Logon ID to create IDs for this connection. If you select Logon ID, the
Logon ID page opens.

You need to set up logon IDs for the data connection to use a Connect
application such as AIM or Screen Capture Module. See Chapter 8 of this guide
for more information on setting up these applications.
Note:
5 Specify IDs as follows:

z For a single ID, type the ID number (up to 31 digits).
z For multiple IDs, type the range of IDs:
a. Begin Range. Type the first logon ID in the range. Type up to 31 digits. You
must also type an End Range.
b. End Range. Type the last logon ID in the range. Type up to 31 digits. The value
in this field must be greater than the one you typed in the Begin Range field.
6 Click Add. A message confirms that the ID was saved and prompts you to create
additional data connections/logon IDs:
z Click Yes to define another data connection.
z Click No to return to the list of defined data connections.
7 After defining a data connection, you must restart the following services:

Reviewing Data Connection Definitions

To review a data Connection definition, follow these steps:
1 From the main System Administration page, click Data Connections. The currently
2 Click the data connection definition to review it. The View Data Connection
Properties page opens.
3 Click Logon ID to view the IDs associated with the data connection. The Logon ID
page opens.
4 Click Cancel to return to the list of defined data connections.
Editing a Data Connection Definition

To edit a data connection’s definition, follow these steps:
defined data connections are listed in the right pane:
2 Click the data connection to edit it. The View Data Connection Properties page
opens.
3 Click Edit. The Enter Data Connection Properties page opens.
5 Click Logon ID to edit the logon IDs for the connection. The Logon ID page opens.
6 Make any necessary changes to the IDs.
7 Click Submit to validate the properties, and then save and close the page. Click
Reset to restore the previously defined values. Click Cancel to exit the page
without making any changes.If you select Submit, a message prompts you to
confirm the change.
z Click Yes to save the new definition.
z Click No to return to the Properties page.
8 After editing a data connection, you must restart the following services:
Deleting a Data Connection Definition

To delete a Data Connection definition, follow these steps:
defined Data Connections are listed in the right pane.

2 Click the check box next to the Data Connection to delete it.
You cannot delete a Data Connection that has Workstations or

LAN Data Adapters assigned to it
3 Click Delete. You are prompted to confirm the command.

z Click Yes to delete the Data Connection definition.
4 After deleting a data connection, you must restart the following services:
Deleting a Logon ID
To delete a logon ID without deleting the entire data connection definition, follow these
steps:
2 Click the data connection with which the logon ID is associated. The View Data
Connection Properties page opens.
3 Click Logon ID to view the IDs.

4 Click Edit.
5 Click in the check box next to the ID to delete.

6 Click Delete.
7 After deleting a login id for the data connection, you must restart the following
services:

Chapter 4 - Level 2 Configuration Switches
Switches
A switch is a piece of hardware that establishes a communication path between the
external public phone lines and the internal telephone extensions in the company, as
well as establishing paths between internal extensions. A switch is also commonly
referred to as a Private Branch Exchange (PBX) or an Automatic Call Distributor (ACD).
Each switch supports multiple incoming lines and maps to agent extensions.
The Quality Monitoring system uses the switch, in conjunction with the CTI adapter, to
gather information for agent logons and extensions, incoming call routing and
recording events (for example, logon, start call, and end call), and outgoing recording
events. In some configurations, the agent's logon triggers an extension association,
allowing the agent to work from various locations (free seating).
The switch definition in the Quality Monitoring system includes not only information
about the switch itself, but also any agent groups, logon IDs, and extensions
associated with the switch.
Agent Groups. An agent group identifies a subset of extensions on a switch. Agent
Group is a term specific to the Aspect switch. Other switch types use other terms, such
as Pilot Number, Hunt Group, Skill Set, Queues, or Resource Group. All of these terms
refer to the grouping of extensions to determine call routing. The groups are created
based upon the specialized skills, areas of knowledge, or services that the agents on
those extensions provide. The routing occurs based upon any number of possible
criteria, such as an IVR-entered credit card number, or a DNIS.
For example, an IVR system requests the preferred language and the customer
responds with Spanish. A defined Agent Group includes all Spanish speaking agents on
the switch, such as extensions 4001 through 4015. The call is then queued for the next
available agent on extensions 4001 through 4015.
Agent groups are associated with a switch and are defined within the switch definition.
Logon IDs. Agents use logon IDs to access the telephone system. You need to specify
the logon IDs to be used by the agents in the Quality Monitoring system. The logon
IDs, like the agent groups, are associated with a particular switch.
Extensions. The Extensions page of the Switch definition enables you to set up
extensions on the Switch and shows you which extensions have been assigned to
telephones. You can also limit recording on the extension based upon either of two
types of attributes:
z Blocked. Designates extensions that should never be recorded (for example,
human resources, executives, and so on). If a contact reaches a blocked
extension, the contact is preserved but recording is terminated.
z Ignored. Designates extensions where recordings are ignored only if the first call
event for the contact occurs on the extension. Typically, ignored extensions are
those dedicated to the eRecorder Server for use during playback of recorded
contacts to prevent re-recording of contacts.

Defining a Switch
To define a Switch, follow these steps:
1 From the main System Administration page, click Switches. Any currently defined
Switches are listed in the right pane.
2 Click Create. The Switch Selection page opens
3 Click the type of switch you want to create. The Enter Switch Properties page for the
selected switch type opens (for example, the Avaya Definity G3/S8300/S8700
Properties page).
Not all fields are applicable to all switch types.
4 Complete the appropriate information on the Properties page.

z Name. Type a unique name (up to 128 characters) that identifies the switch.
Cannot contain “\” (backslash). This field is required.
describe the switch.
z Site. Using the drop-down list, select the site of the switch. The site identifies its
location in the enterprise. Required. (If there are no sites listed, go to the main
page to define the sites. See “Chapter 3, Level 1 Configuration,” in this guide for
details.)

z Service Observe By. When using the service-observe function, you can either
use the Extension of the telephone (teleset), or the logon ID of the agent to
address the particular phone. The preferred method is by extension, which
enables monitoring even when no one is logged into the ACD (Automatic Call
Distributor). However, in some environments, the service-observe monitoring by
extension is disabled. In such environments, you must monitor by agent ID.
z Free Seating. Select this option if your organization uses a free seating
environment (that is, extensions are assigned to agents based upon where they
log into the telephone system). Free Seating is always checked when the Service
Observe by Agent ID (default) is selected.
z On Hook Delay. Specify the amount of time, in milliseconds, that a channel
must remain “on hook” before it can be reused. Type up to 6 digits. This field is
required. The default setting is 1000.
z Off Hook Delay. Specify the amount of time, in milliseconds, that the system
waits after the phone is taken off the hook before it dials a number. Type up to 6
digits. This field is required. The default setting is 250.
If HookFlash is set on the switch, then you need to set On Hook

Delay to a greater value.
z Record Channel Playback. Specify the minimum number of channels available

for recording before an NT event is issued. This field is required. Type up to 6
digits. The default is 0.
z Playback Channel Threshold. Specify the minimum number of channels
available for playback before an NT event is issued. This field is required. Type up
to 6 digits. The default is 0.
z Call Follow-up Timer. Type the amount of time to continue recording the
agent’s screen data when a call ends so that the follow-up work performed by the
agent can be recorded. The after call recording ends when the timer expires or
when another call is received or placed at the agent’s workspace, or when the
agent logs off or signals ready to receive another call, whichever event occurs
first.
If the Recording Control Engine is scripted to have after call work

events in a Quality Monitoring with Full time Recording integrated
environment, set the timer to 0 to avoid creating two follow-up
video recordings.
z Service Observe String. The code that Quality Monitoring must send the switch
in order to monitor extensions on the switch.
If the Hotline options are set for a card, Service Observe String
must be set to something such as 0000, so that eRecorder does
not dial it.


z Click Agent Groups to set up agent groups on this switch.
z Click Logon ID to set up logon IDs for the switch.
z Click Extensions to set up extensions on this switch.
See the appropriate sections that follow for complete instructions on completing the
Agent Groups, Logon IDs or Extensions pages.
selected Submit, a message confirms that the switch definition was saved and
prompts you to create additional switch definitions.
6 After defining a switch, you must restart the following services:
Agent Groups Page

If your list exceeds the display area, use the pagination tools to navigate to the item
you want to use.

To add Agent Groups to the Switch definition:

1 Click Logon IDs to add either a Single ID or Multiple IDs.
2 For a single ID, type the ID number (up to 31 digits).
For multiple IDs, type the range of IDs:
z Begin Range. Type the first logon ID in the range. Type up to 31 digits. You
z End Range. Type the last extension in the range. Type up to 31 digits. The value
3 Click Add. A message confirms that the group was saved and prompts you to create
additional switches/agent groups.
z Click Yes to define another switch.
z Click No to return to the list of defined switches.
4 After adding an agent group to a switch, you must restart the following services:
Logon ID Page
you want to use.

To add logon IDs to the Switch definition:

z End Range. Type the last logon ID in the range. Type up to 31 digits. The value
3 Click Add. A message confirms that the ID was saved and prompts you to create
additional logon IDs.
z Click Yes to define another logon ID.
z Click No to return to the list of switches.
4 After adding logon IDs to a switch, you must restart the following services:
Extensions Page
you want to use.

To add extensions to the switch definition:

z End Range. Type the last logon ID in the range. Type up to 31 digits. The value
3 Select the Extension Properties:
z Blocked. Enable the option to block recording on the extension.When the Quality
Monitoring system is integrated with Full time Recording, call-based recording
still occurs on blocked extensions. The user is prompted with a warning message
indicating that Quality Monitoring is integrated with Full time Recording.
z Ignored. Enable to ignore contacts initiated on the extension. When the Quality
Monitoring system is integrated with Full time Recording, call-based recording
still occurs on ignored extensions. The user is prompted with a warning message
indicating that Quality Monitoring is integrated with Full time Recording.
4 Select Add Telephones using extensions as primary extensions to
automatically create a telephone for every new extension added to the switch. The
telephone name always includes the "Tele-" prefix followed by the extension
number.
Do not select this option if the switches in your environment have primary and
secondary extensions for a phone.
The telephone can not be added if the extension already exists in

the system.
5 Click Add. A message confirms that the extension(s) were saved and prompts you
to create additional extensions.
z Click Yes to define another switch.
z Click No to return to the list of switches.
6 After adding extensions to a switch, you must restart the following services:

Reviewing Switch Definitions

1 From the main System Administration page, click Switches. The currently defined
switches are listed in the right pane.
2 Click the switch definition to review it. The View Switch Properties page opens.
3 Click Cancel to return to the list.
Editing a Switch Definition

2 Click the switch listed on the right side of the page. The View Switch Properties page
opens:
3 Click Edit.The Enter Switch Properties page opens.
5 Click Agent Groups, Logon ID, or Extensions to edit the information on those
pages.
z Click Submit to validate the properties, save and close the page. If you select
Submit, a message prompts you to confirm the change.
7 After editing a switch, you must restart the following services:
Deleting a Switch Definition

To delete a switch definition, follow these steps:
You cannot delete a switch that has any of its extensions assigned
to a telephone, or a switch assigned to a CTI adapter or voice
card.
2 Select the check box next to the Switch to delete it.

3 Click Delete. You are prompted to confirm the command

z Click Yes to delete the switch definition.
4 After deleting a switch, you must restart the following services:
Deleting Agent Groups, Logon IDs, or Extensions

To delete the agent groups, logon IDs, or extensions for a switch without deleting the
entire switch definition, follow these steps:
2 Click the switch with which the agent group, logon ID, or extension is associated.
The View Properties page opens.
z Click Agent Groups to delete agent groups on this switch.
z Click Logon ID to delete Logon IDs for the switch.
z Click Extensions to delete extensions on this switch.
4 Click Edit.
5 Click the check box next to the item(s) to delete.
z Click Yes to delete the item.
7 After deleting agent groups, logon IDs or extensions from a switch, you must
restart the following services:

Chapter 4 - Level 2 Configuration Servers
Servers
Within the Quality Monitoring system, each server can have one or more of the
following roles:
z eRecorder Master Node. The eRecorder Master Node supports environments
with multiple eRecorder servers. The server that is assigned the eRecorder master
node role is the server where contact exports occurs. If you have only one
eRecorder server, you must assign it both the eRecorder server role and the
eRecorder master node role.
z eRecorder Server. The eRecorder server records the voice and screen data of
contacts. The data is available for immediate playback or can be archived and
retrieved for playback later. The eRecorder server features a scalable architecture
that provides high-volume recording and storage, and that allows additional
storage expansion using Storage Area Networks (SANs) and Network Attached
Storage (NAS), or near-line storage options, such as high-volume tape archives,
disk storage, and others.
You must have a playback interface on each eRecorder that is

performing to enable live monitoring.
z Command Server. The Command Server receives commands from the

Evaluations client, the Enterprise Reporting client, and the Logon client. It hosts
requested server-side processing from these client applications that typically
include commands requiring database access. The Command server is always
running.
z BDR Server. The BDR Server is the central component that make decision to
record contacts based on incoming events and business rules evaluations. The BDR
Server:
` Monitors and tracks contact center activity.
` Contains the Business Rules Engine (BRE) that evaluates business rules against
each contact, and determines if the criteria are satisfied before it records the
contact.
` Stores information related to each contact in the database.
` Supports playback functionality, where a client can initiate the playback of a
contact.
` Supports live monitor functionality, where a client can initiate the real-time
monitoring of an agent, and save the live monitor for future playback.
` Uses the eRecorder to record agent voice or screen data relating to a contact.
` Manages recorded contacts within the database
z Search Server. The Search server is used by the Quality Monitoring applications
to perform searches within the database.
z Reporting ETL Server. The Reporting ETL Server is used to extract data from the
Quality Monitoring system to be used by the Enterprise Reporting application.
The ETL Server should not be configured until Enterprise Reporting

is Installed.

z Web Server. The Web server hosts the Quality Monitoring browser-based
applications, Search and Replay, Evaluations, and Enterprise Reporting. These
applications interface with the BDR server, Command server, and the Search
server to provide complete user functionality.
With the exception of the eRecorder server, once a role is selected it is removed from
the list of available server roles. Only one server per site can assume a particular role.
You can, however, assign the eRecorder server role to multiple servers.
Defining a Server
To define a server in the Quality Monitoring system, follow these steps:
1 From the main System Administration page, click Servers. Any defined servers are
2 Click Create. The Enter Server Properties page opens.
3 Complete the following information for the server:

z Name. Type a unique name (up to 128 alphanumeric characters) to identify the
server. The server Name could be the same as the Host Name (below).
z Description. The function of the server or any additional text or annotation to
further describe the server. Maximum: 255 alphanumeric characters.
z Site. Using the drop-down list, specify the server site. The site identifies its
location in the enterprise.

z Host Name. Type a name (up to 63 alphanumeric characters, no spaces) to

identify the server. You can use the Server Name as the Host Name or type a new
name. This field is required.
Do not use an underscore (_) character when defining the Web Server’s host
name.
Note:
4 Click Server Roles. The Server Roles page opens.
5 Select the server role(s) and the appropriate properties:

z BDR Server. Enable this option to assign the role of BDR Server. You can only
assign the role of BDR Server to one server per site. Assign this role to the
machine on which you chose “Quality Monitoring Server” during installation.
Define the following property for the BDR Server:
LMPS Socket Port. Specify the port the Playback Client uses to connect to the
BDR Server using TCP/IP. Type an integer 1024 - 65535. Always set the Socket
Port to 3000.
z Search Server. Enable this option to assign the role of Search Server. Only one
server per site can have the role of Search Server. Assign this role to the machine
on which you chose “Quality Monitoring Server” during installation. Define the
following property for the Search Server:
Search Socket Port. Specify the port number used to communication with the
search server. Required. Default is 1244.
z Web Server. Enable this option to assign the role of Web Server. Only one server
per site can have the role of Web Server. Assign this role to the machine on which
you chose “Web Server” during installation.

z eRecorder Server. Enable this option to assign the role of eRecorder Server.
Assign this role to each NT Server on which you chose “eRecorder Server” during
installation. Define the following properties for the eRecorder Server.
You must have a playback interface on each performing eRecorder

to enable live monitoring.
Master Node. Enable this option to designate this server as the server where
contact exports occurs. If you have only one eRecorder server, you must assign it
both the eRecorder server role and the eRecorder master node role.
Content Path. Defines the full path or URL where content used during Playback
is stored. The URL should point to the Content root directory (the directory
shared with the name Content) and should be formatted as follows:
\\server\Content
Export AVI Path. Type the full path or URL where content used during export is
stored.
Disk Space Threshold. Specify the minimum amount of disk space (in
kilobytes) remaining on the server before the system administrator is alerted.
Integer; Range: 0 - 9999999999. Defaults to 5242880 kilobytes.
Reporting Frequency. Specify the interval (in seconds) at which the server
reports that the minimum disk space threshold has been reached. Integer;
Range: 0 - 999. The default is 600 (seconds).
z Command Server. Enable this option to assign the role of Command Server.
Only one server per site can have the role of Command Server. Assign this role to
the machine on which you chose “Quality Monitoring Server” during installation.
Define the following properties for the Command Server:
Input Rate Interval. Specify the interval between updates to Performance
Monitor. Integer; Range: 0 - 999999. The default is 10.
Latency Threshold. Specify the threshold, in seconds, for command processing
latency. Integer; Range: 0 - 100. The default is 30 (seconds).
Num Performance Samples. Specify the number of consecutive threshold
violations that need to occur before an NT event is issued. Integer; Range: 0 -
999999. The default is 2.
Socket Processors. Specify the number of separate processes that the Server
uses to handle connections. Integer; Range: 0 - 999. The default is 5.
Socket Timeout (seconds). This setting will specify the timeout value, in
seconds, when the Quality Monitoring client communicates to the Command
Server. This setting is required and has a range: 10 - 60 (seconds).
z Reporting Server. Enable this option to assign the role of Reporting Server. Only
one server per site can have the role of Reporting Server. Assign this role to each
NT Server on which you chose “Web Server” during installation. Define the
following properties for the Reporting Server:
Socket Port. When you select this option, you must specify the Socket Port. This
port the Reporting Server uses to connect to the Enterprise Reporting application.

The default Socket Port is 8282. When selected, the socket port is required and
has a range: 1024 - 65535.
Socket Timeout. This setting will specify the timeout value, in seconds, when
Quality Monitoring sends a request to Enterprise Reporting. This setting is
required and has a range: 10 - 60 (seconds).
z Reporting ETL Server. When selected, indicates that the server is assigned the
role of Reporting ETL Server. Assign this role to the machine on which the "Web
Server" is installed. Do not configure the server role for the Reporting ETL Server
until Enterprise Reporting is installed on the Quality Monitoring system. Define
the following properties for the Reporting ETL Server:
Socket Port. When selected, indicates that the server is assigned the role of
Reporting ETL Server. Assign this role to the machine on which the "Web Server"
is installed. Do not configure the server role for the Reporting ETL Server until
Enterprise Reporting is installed on the Quality Monitoring system. This setting is
required and has a range: 1024 - 65535.
Socket Timeout. This setting will specify the timeout value, in seconds, when
Quality Monitoring sends a request to the ETL. This setting is required and has a
range: 10 - 60 (seconds)
Extract Task Name. The name given to the extract task for data extraction from
the Quality Monitoring system to be used in the Enterprise Reporting database.
Required. Maximum: 64 characters.
z Click Submit to validate the properties, save and close the page.If you selected
Submit, a message confirms that the server definition was saved and prompts
you to create additional server definitions.
z Click Yes to define another server.
z Click No to return to the list of defined servers.
7 After defining a server, you must restart the following services:

Reviewing a Server Definition

To review a Server’s definition, follow these steps:
1 From the main System Administration page, click Servers. The currently defined
servers are listed in the right pane.
2 Click the server definition to review it. The Properties page opens.
3 Click Server Roles to review the selections on that page.
4 Click Cancel to return to the list of servers.
Editing a Server Definition

To edit a Server’s definition, follow these steps:
2 Click the server definition to edit it. The View Server Properties page opens.
3 Click Edit.The Server Properties page opens.
4 Edit the server properties as necessary.
5 Click Server Roles. The Server Roles page opens.
6 Edit the server role as necessary.
select Submit, a message prompts you to confirm the change.
8 After editing a server, you must restart the following services:

Deleting a Server Definition

To delete a server definition, follow these steps:
2 Click the check box next to the server definition(s) to delete it.
You cannot delete a server that has voice cards or LAN data
adapters assigned to it, or a server that has one or more roles
assigned to it.
4 Click Yes to delete the server definition(s). Click No to cancel the command.
5 After deleting a server, you must restart the following services:

What To Do Now
Once you have defined the components on Level 2, go on to Chapter 5 to configure the

Chapter 5
Once you have configured the components at Level 2, proceed to Level 3 to

configure the next set of components.
This chapter describes how to define and edit the following components:
z LAN Data Adapters
z Workstations
z Telephones
z Trunk Spans
z CTI Adapters
z Email Notifiers
Chapter 5 - Level 3 Configuration LAN Data Adapters
LAN Data Adapters

The LAN Data Adapter attached to the local area network (LAN) captures data from the
agents' workstations. Specifically, the LAN Data Adapter definition includes:
z The server and data connection where the data adapter resides.
z The areas of media capture.
z The maximum number of sessions for each area the adapter handles.
z The events the adapter can handle, for example, start of contact, playback, or
business rule trigger.
These parameters set up the LAN card data capture services for the eRecorder content
storage subsystem.
Defining a LAN Data Adapter and Sessions

To define a Lan Data Adapter and its associated session(s), follow these steps:
1 Click LAN Data Adapters in the left frame. The right frame refreshes, showing the
list of any currently defined LAN data adapters.
2 Click Create.The Enter LAN data adapters Properties page opens.


z Name. Type a unique name (up to 128 characters) to identify the LAN Data
Adapter. This field is required.
describe the adapter, such as the type of LAN Data Adapter.
z Server. Use the drop-down list to select the server on which the LAN Data
Adapter resides. This field is required.
Submit, a message confirms that the definition was saved and prompts you to
create additional definitions.
z Click Session List to create sessions for this adapter. If you select Session List,
the Session List page opens.
A session is a group of channels with the same usage.

z Click Yes to define another LAN Data Adapter.
z Click No to return to the list of LAN Data Adapters.

6 Enter the following session information:

z Name. Type a unique name (up to 128 characters) for the session. This field is
required.
z Usage. From the drop-down list, select one of these options:
z Record at call start - record video for every contact from the beginning,
whether or not a rule is triggered. This setting is useful on some sites with
redundant resources where 100% recording is required or a rule can trigger at
contact end, but the video is needed for the whole contact. Do not use this
setting if the site does not have enough resources to record all contacts at all
times.
z Record by rule trigger - use channels for selective video recording only (when
a rule triggers video recording for a contact). This is the recommended setting
for a video recording channels group.
z Video Playback - use channels for video playback only.
z Audio Playback - use channels for audio playback via computer speakers only.
This field is required.
To playback audio over the LAN, you must have a session with the
Audio Playback Usage option selected.
z Max Connections. Max Connections means the number of channels in the

group. When you have 1 channel only (max connections value is 1), you cannot
record video for 2 contacts at the same time. Specify the maximum number of
connections.
z Data Connections. Use the drop-down list to select the data connection for the
LAN data adapter. You must use the data connection that is not related to the
Quality Monitoring with Full-time Recording integration for setting up recording
and playback.
7 Click Add to create the session definition in the Sessions List.
8 When you finish creating sessions, click Submit to validate the properties, save and
close the page. If you select Submit, a message confirms that the definition was
saved and prompts you to create additional definitions:
z Click Yes to define another session.
z Click No to return to the list of sessions.
9 After defining a LAN Data Adapter, you must restart the following services:

Reviewing LAN Data Adapter Definitions

To review a Lan Data Adapter definition, follow these steps:
list of currently defined LAN data adapters.
2 Click the adapter definition to review. The View LAN Data Adapters Properties page
opens.
3 Click Session List to review the sessions defined for this adapter. The Session List
page opens.
4 Click Cancel to return to the list of defined adapters.
Editing LAN Data Adapter and Session Definitions

To edit Lan Data Adapter or session definitions, follow these steps:
2 Click the adapter whose definition you want to edit. The View LAN Data Adapters
Properties page opens.
3 Click Edit. The Enter LAN Data Adapters Properties page opens.
4 Edit the properties as necessary.
5 Click Session List to edit the sessions defined for this adapter. The Session List
page opens.
6 Edit the session definitions as necessary.
z Click Submit to validate the properties, save and close the page.If you select
Submit, a message prompts you to confirm the action:
a. Click Yes to save the changes and view the new definition.
b. Click No to return to the editable properties page.
8 After editing a LAN Data Adapter, you must restart the following services:

Deleting LAN Data Adapter Definitions

To delete Lan Data Adapter definitions, follow these steps:
2 Click the check box next to the adapter(s) to delete it.
Deleting the LAN data adapter definition deletes the associated

session definition(s)
3 Click Delete. A message prompts you to confirm the action.

z Click Yes to delete the adapter definition.
4 After deleting a LAN Data Adapter, you must restart the following services:

Deleting Session Definitions

To delete session definitions without deleting the associated LAN data adapter
definition, follow these steps:
2 Click the adapter whose sessions are to be deleted. The View LAN Data Adapters
page opens.
3 Click Edit. The Enter LAN Data Adapters page opens.
4 Click Session List. The Session List page opens.
5 Click the check box next to the adapter(s) you want to delete.
6 Click Delete. A message prompts you to confirm the action:
z Click Yes to delete the session(s).
z Click No to return to the editable properties page.
7 After deleting session definitions from a LAN Data Adapter, you must restart the
following services:

Chapter 5 - Level 3 Configuration Workstations
Workstations
Workstation refers to any computer functioning as a Quality Monitoring client. The
workstation is configured to run the Quality Monitoring system for recording and/or
playback of customer contacts. Typically an agent uses the workstation while providing
customer service; however, supervisors may also use the workstation while monitoring
or reviewing contacts.
You can create more than one workstation at a time. To create a single workstation,
leave the Begin and End Sequence Range fields blank. To create multiple workstations
simultaneously, add values to the Begin and End Sequence Range fields.
For example, if you want to add 10 workstations with a base name of CallCenter, type
01 in the Begin Sequence Range and 10 in the End Sequence Range field, select Suffix
and click Create to create the following workstations:
z CallCenter_01
z CallCenter_02
z CallCenter_03
z CallCenter_04
z CallCenter_05
z CallCenter_06
z CallCenter_07
z CallCenter_08
z CallCenter_09
z CallCenter_10

Defining Workstations
You can create multiple workstations simultaneously to streamline site configuration.
To define workstations (and terminal services clients), follow these steps:
1 Click Workstations in the left frame. Any currently defined workstations are listed
in the right frame.
2 Click Create. The Enter Workstations Properties page opens.

z OS Platform. Identifies the Workstation's operating system (OS).
You must use anonymous terminal services when using NFuse

Classic.
Terminal Services requires that you select either Anonymous or

Named Terminal.
z Data Connection. Use the drop-down list to select the data connection for the
workstation. You must use the data connection that is not related to the Quality
Monitoring with Full time Recording integration for setting up recording and
playback. This field is required.
z Base Workstation Name. Type the base name (up to 128 characters) to
identify the workstation. If you are creating multiple workstations, a number is
added to the base workstation name to create a unique identifier for each
workstation. The workstation name and the host name can be the same.Type a
name that does not contain spaces. This field is required.

z Base Host Name. Type up to 128 characters (no spaces) as the host name for
the workstation. If you are creating multiple workstations, a number is added to
the base host name to create a unique identifier for each workstation. The host
name and the workstation name can be the same. This field is required. It is not
required for an anonymous terminal.
z Begin Sequence Range. Use this field only if you want to create multiple
workstations. Type the lowest number you want to add to the workstation
name/host name to create a unique identifier for the workstation. You can use
padding zeros to format the numbers. For example, if you want to add 100
workstations, you can type 001 in this field and 100 in the End Sequence Range
field to add symmetry in the resulting workstation names (for example,
workstation_001; workstation_055; workstation_100 - rather than,
workstation_1; workstation_55; workstation_100). The maximum number is
1000.
z End Sequence Range. Use this field only if you want to create multiple
workstations. Type the highest number you want to add to the workstation
name/host name to create a unique identifier for the workstation. You can use
padding zeros to format the numbers. For example, if you want to add 100
workstations, you can type 001 in the Begin Sequence Range field and 100 in this
field to add symmetry in the resulting workstation names (for example,
workstation_001; workstation_055; workstation_100 - rather than,
workstation_1; workstation_55; workstation_100). The maximum number is
1000.
z Prefix. Select Prefix to add the sequence number before the base name, such as
055_workstation.
z Suffix. Select Suffix to add the sequence number after the base name, such as
workstation_055.
4 Click Create. The workstations are added and listed in the area below. You can use
the page controls to view all of the workstations and, if necessary, remove specific
workstations using the checkbox beside the workstation name and the Delete
button.
a. Click Yes to define another set of workstations.
b. Click No to return to the list of workstations.

Reviewing Workstation Definitions

To review workstation definitions, follow these steps:
in the right frame.
2 Click the defined workstation to review it. The View Workstation Properties page
opens.
Editing Workstation Definitions

To edit workstation definitions, follow these steps:
in the right frame.
2 Click the Workstation definition to edit it. The View Workstation Properties page
opens.
3 Click Edit.
4 Change the parameters as necessary.
Submit, a message prompts you to confirm the action.
a. Click Yes to save the changes and view the new definition.

Deleting Workstation Definitions

To delete workstation definitions, follow these steps:
1 Click Workstations in the left frame. Any currently defined Workstations are listed
in the right pane.
2 Select the check box next to the workstation(s) to delete it.

z If the workstation is not assigned to a workspace:
- Click Yes to delete the workstation definition.
- Click No to cancel the command.
z If the workstation is assigned to a workspace you must remove the workstation
from the workspace before you can delete it. The system displays a message if
the workstation is currently assigned to a workspace.

Exporting Workstation Definitions

You can export the workstation definitions to a Microsoft Excel-readable, comma
separated file format.
To export workstation definitions, follow these steps:
in the right pane.
2 Click Export. The file download dialog opens.
3 Use the exported file as required.
Importing Workstation Definitions

You can import workstation definitions from a comma-separated file format. Imported,
comma-separated files require the following content:
Workstation_ Description Host_Name Operating_ Data_

Name System Connection
Required. Not required. Not required. Required. Required.

Maximum 128 Maximum 255 Maximum 128 Must exactly Must exactly
characters. characters. characters. match an match an
No spaces No spaces existing value: existing value as
allowed. allowed. z Windows specified in the
Desktop Data Connections
z Named area of System
Terminal Administration.
Services
Terminal
z Anonymous
Terminal
Services
Terminal

If the import file has a workstation or host name that exactly matches an existing entry
in Quality Monitoring, the import process will update the existing workstation with the
associated data in the import file. If there are any errors, the workstation will remain in
the Import Workstation table.
The number of records added successfully appears in the Create field. The Error field
lists the number of errored records.
To import workstation definitions, follow these steps:
in the right pane.
2 Click Import. The Import Workstations page opens.
3 Click Browse to find the comma separated variable file (csv), select it and click
Open.
4 Click Load. The records appear on the page.
5 You can remove any unwanted records by selecting the check box beside the record
and clicking Delete. You can use the page controls to view all of the records.
z Click Submit to add the workstations. you can view the number of created
records and records with errors in the Create and Error fields. Any records that
match existing workstations in the system are updated with the associated data
in the import file.
7 Click Done to return to the main workstations page.

Chapter 5 - Level 3 Configuration Telephones
Telephones
In the System Administration application, a telephone represents a holding place
assigned to the physical unit used by an agent. When you define telephones, you
specify which telephones are in use and the switches associated with these telephones.
Defining a Telephone
If you selected the Add telephones using Extensions as primary extensions
check box on the Switch Extensions page, the system automatically creates telephones
for every new extension added to the switch. The telephone name always includes the
"Tele-" prefix followed by the extension number.
This option does not work if the switches in your environment have primary and
secondary extensions for the telephones.
To define telephones, follow these steps:
1 From the main System Administration page, click Telephones. Any currently
defined Telephones are listed in the right frame.
2 Click Create. The Enter Telephone Properties page opens.
If you select an Intecom switch, the other options on the page

becomes unavailable.


z Name. Type a unique name (up to 128 characters) to identify the telephone. This
field is required.
describe the telephone.
z Switch. Use the drop-down list to select the switch associated with the
Telephone. This field is required.
4 Click Set Primary Extension. The Set Telephone Primary Extensions page opens,
showing the list of extensions available on the switch.
5 Click the radio button next to an extension number in the list to select it. (You must
select an extension).
6 Click Submit to confirm the selection and return to the Properties page.
7 Click Set Secondary Extensions. The Update Telephone Secondary Extensions
page opens.
On this page you can assign secondary extension numbers to the telephone. These
secondary extensions are typically the outgoing lines.
8 Click the check box next to any extension to assign it as the secondary extension.
z Click Submit to continue.
If you change the Switch selection after the primary/secondary

extensions are assigned, those extensions are removed.
The Enter Telephone Properties Page opens.

a. Click Yes to define another set of telephones.
b. Click No to return to the list of telephones.

Reviewing Telephone Definitions

1 From the main System Administration page, click Telephones. The currently
defined telephones are listed in the right pane.
2 Click the telephone definition to review it. The View Telephone Properties page
opens.
3 Click Cancel to return to the list of defined telephones.
Editing a Telephone Definition

2 Click the telephone definition to edit it. The View Telephone Properties page opens.
3 Click Edit.The Enter Telephone Properties page opens.
Extensions are switch based. If you change the telephone's related

switch, the system warns you that you are about to remove all
extensions for the telephone.

z To add or remove secondary extensions, click Set Secondary Extensions.
z The Update Telephone Secondary Extensions page opens.
To change the primary extension, you must delete the entire

telephone definition and create a new one that includes the correct
primary extension.
z Click in the check box next to any unassigned extension to assign it.
z Click in the check box next to any assigned extension to remove it from the
definition.
Submit, you are prompted to confirm the change.

Deleting a Telephone Definition

To delete a Telephone definition, follow these steps:
2 Click the check box next to the Telephone definition(s) to delete it.

z If the telephone is not assigned to a workspace:
- Click Yes to delete the telephone definition.
- Click No to cancel the command.
z If the telephone is assigned to a workspace you must remove the telephone from
the workspace before you can delete it. The system displays a message if the
telephone is currently assigned to a workspace.

Chapter 5 - Level 3 Configuration Trunk Spans
Trunk Spans
A trunk is a telephone line that connects telecommunications devices, such as switches
and voice cards. A trunk span is a group of related trunks that all form the same
connection. Unlike a single trunk, a trunk span can conduct multiple exchanges of data
simultaneously so that it provides high bandwidth. Each individual trunk in the trunk
span is known as a trunk span member. When tapping is required, you must configure
an extension span.
Trunk spans are used only in Passive Tap configurations where a

physical connection is wired directly into the phone lines and
continuous monitoring is allowed.
There are two types of spans available including:

z T-1 Trunk Span is a digital connection standard used in the United States, Canada
and Asia. A T-1 line supports at least twenty-four channels, each of which can
simultaneously support a conversation.
z E-1 Trunk Span is the European implementation of the T-1. An E-1 supports thirty
channels and provides higher data transfer rates than the T-1.
The trunk span links the CTI system to the BDR Server. When a contact begins, the
Quality Monitoring system uses the trunk span and the trunk span member number to
map back to a specific channel on the T-1 or E-1 line.
Dialer Trunk Span

The most common use of a dialer trunk span is for dialer integration. Most dialers
establish an initial call, called a ’nail up’ call, to the agent. That nail up call lasts the
entire duration of the agent’s login to the dialer. Calls are then connected and
disconnected to this nail up call by the dialer. Without any extra configuration, Quality
Monitoring would record this nail up call which would result in a single long call with
many calls inside the single recording. For this reason the system needs to be able to
ignore this nail up call.
To make sure the system ignores the nail up calls established by the dialers, you must
configure the trunks that the dialers use to make nail up calls as “Dialer Trunk Span” in
System Administration. Generally these trunks are identified by either an extension
number for each channel, or a trunk/trunk group ID for each channel. Depending on
which ID’s are present the user would create a Trunk Span and add all these ID’s, then
check the “Dialer Trunk Span” checkbox for that span. This allows the system to
identify the nail up calls and ignore them.

Defining Trunk Spans or Trunk Extension Spans

To define a trunk span or a trunk extension span, follow these steps:
1 From the main System Administration page, click Trunk Spans. Any currently
defined trunk spans are listed in the right frame.
2 Click Create.
3 Select one of the following trunk spans as the type to define:
z T-1 Trunk Span
z E-1 Trunk Span
The appropriate properties page opens.
4 Enter the following information for the trunk span:
z Name. Type a unique name (up to 128 characters) to identify the trunk span.
z Description. Type a any additional text or annotation (up to 255 characters) to
characterize the trunk span, such as the type of trunk or associated switch.
z Switch. Use the drop-down list to specify the telephony switch to which the
trunk span is connected. This field is required.
If you select both the Dialer Trunk Span and Trunk Extension Span
check boxes, you configure a dialer trunk extension span. If you
leave both unchecked, you configure a trunk span.

z Dialer Trunk Span. Select this check box to indicate that the trunk span
represents a dialer trunk span.
z Trunk Extension Span. Select this check box to indicate that the trunk span
represents a trunk extension span.
5 Click Ports.
6 Edit the Port Names as necessary to conform to your site’s naming conventions.
You can also retain the default names.
a. Click Yes to define another trunk span.
b. Click No to return to the list of defined trunk spans.
8 After defining a trunk span, you must restart the following services:
Reviewing Trunk Span Definitions

To review a trunk span definition, follow these steps:
2 Click the trunk span definition to review. The View Trunk Span Properties page
opens.
3 Click Ports to review the port numbers and names for the trunk span.
4 Click Cancel to return to the list of defined trunk spans.
Editing Trunk Span Definitions

To edit a trunk span definition, follow these steps:
2 Click the trunk span definition to edit. The View Trunk Span Properties page opens.
3 Click Edit.

4 Make any necessary changes to the trunk span definition.

z Click Ports to change the port numbers and names.
z Configure a trunk span range (for more information, see Configuring a Trunk
Span Range on page 71)
z Edit individual Port Names as necessary
z Click Submit to save the changes. If you select Submit, a message prompts you
to save the definition.
a. Click Yes to save the definition.
5 After editing a trunk span, you must restart the following services:

Configuring a Trunk Span Range

To configure a trunk span range, follow these steps:
1 Select one of the following naming strategies:
z Aspect Naming Strategy. Use this strategy when the port names are sequential
numbers.
z Avaya Naming Strategy. Use this strategy when the port names are strings (in
a TGxTy format).
z Meridian Naming Strategy. Use this strategy when the port names are
generated from a loop number.
2 Type the starting port name in the Beginning from field.
3 If the port name is a data port, you can indicate this by entering the port name in
the Port is a Data Channel field.
4 Click Assign to automatically populate the Port Name fields according to the
chosen schema.
Refer to the chapter entitled "Setting Up Passive-side Trunk Recording" in the
Quality Monitoring Server Infrastructure Guide for more detailed information.
5 After configuring a trunk span range, you must restart the following services:
Editing Trunk Extension Span Definitions

To edit a trunk extension span definition, follow these steps:
2 Click the trunk span definition to edit. The View Trunk Span Properties page opens.
3 Click Edit. Make any necessary changes to the trunk span definition.
z Click Ports to change the port numbers and names.
z Edit individual Port Names as necessary.
z Click Submit to save the changes.

4 After editing a trunk span, you must restart the following services:
Configuring a Trunk Extension Span Range

To configure a trunk extension span range, follow these steps:
1 Type the starting port name in the Begin Range field.
2 Type the ending port name in the End Range field.
3 If the port name is a data port, you can indicate this by entering the port number in
the Port is a Data Channel field.
4 Click Assign to populate the port name fields according to the chosen range.
5 After configuring a trunk extension span range, you must restart the following
services:
Deleting Trunk Span Definitions

To delete a trunk span definition, follow these steps:
2 In the right frame, click the check box next to the trunk span(s) you want to delete.
3 Click Delete. A message prompts you to confirm the command.
4 Choose one of the following:
z Click Yes to delete the trunk span definition(s).
5 After removing a trunk span, you must restart the following services:

Chapter 5 - Level 3 Configuration CTI Adapters
CTI Adapters
A Computer Telephony Integration (CTI) Adapter is software that runs on a server, and
enables the phone system and the computer system to function together. The Quality
Monitoring system requires a CTI Adapter. The CTI Adapter provides services that
allow Quality Monitoring system to interface with the CTI software and to communicate
with the telephone switch. The CTI Adapter translates CTI event information from
vendor-specific CTI servers and switches, and delivers that event information to the
BDR server. The CTI Adapter interface also enables the telephone switch to
communicate events to Quality Monitoring. One switch can be configured to function
with multiple CTI Adapters. The CTI Adapter is started by the BDR Server at system
startup and should be running whenever the BDR Server is running.
If you are integrating Full time Recording or Full time Recording IP

with the Quality Monitoring system, you must set up a Quality
Monitoring Connect adapter. If you are using Live Monitor or
schedule-based business rules, you also need to set up an
additional CTI adapter.
Defining a CTI Adapter

If you are setting up a Terminal Services adapter, you need to set
up your data connection first.
To define a CTI adapter, follow these steps:

1 From the main System Administration page, click CTI Adapters. Any currently
defined CTI adapters are listed in the right frame.
2 Click Create.
3 Select the type of adapter to define. The appropriate properties page opens.
4 Enter the required information for the CTI adapter. Refer to Appendix A, CTI
Adapters on page 151 for properties listed by adapter type.
These fields are common to most adapters:
z Name.Type a unique name (up to 128 characters) to identify the CTI adapter.
characterize the CTI adapter, such as the type of trunk or associated switch.
z Switch. Use the drop-down list to specify the switch to which the CTI adapter is
associated. This field is required.
z Server. Use the drop-down list to specify the server on which the CTI adapter
software resides. This field is required.
z Site. Use the drop-down list to specify the site which identifies the location of the
CTI adapter within the enterprise. This field is required.

z Logon Application Name. Defaults to the name of the CTI adapter. Change the
default name of the application or delete it.
z Trace.Shows run-time information about what the adapter processes. Select this
option only when troubleshooting. Use of this option during normal operation
negatively impacts performance.
z Debug. Shows additional run-time information about what the adapter
processes. Select this option only when troubleshooting. Use of this option during
normal operation negatively impacts performance.
5 To add custom properties to the definition, click Custom Properties. See “Defining
Custom Properties” for details.
create additional definitions
a. Click Yes to define another CTI adapter.
b. Click No to return to the list of CTI adapters.
7 After defining a CTI adapter, including a Quality Monitoring Connect Adapter or an
AIM Adapter, you must restart the following services:
Defining Custom Properties

You can use the Custom Properties page within the CTI adapter definition to create or
modify custom parameters required by third-party applications that are not explicitly
defined elsewhere.
To maintain the connection between Unify and the Quality

Monitoring Connect adapter, you must add the following property:
KeepAlive=1.
To add custom properties to the adapter definition, follow these steps:

1 At the Enter Adapter Properties Page, click Custom Properties. The Custom
Properties page opens:
2 Click Add. The Add page opens.

3 Enter the following information:

z Custom Property Name. Type the name (up to 255 characters) of the custom
property. This field is required.
z Custom Property Value. Type the value (up to 255 characters) of the custom
property. This field is required.
z Click Yes to define another CTI Adapter.
5 Click No to return to the list of CTI Adapters.
6 After defining a custom property for a CTI adapter, including a Quality Monitoring
Connect Adapter or an AIM Adapter, you must restart the following services:
CT Connect Version 7
If you are using CT Connect version 7, there are additional steps you must take to use
the adapter.
To use CT Connect Version 7:
1 In Windows Explorer, navigate to .\Program Files\Witness\QM\ctadapterV7\.
2 Copy the following dlls to the QM folder (.\Program Files\Witness\QM\):
a. ctadatpterV7.dll
b. ctcapi32.dll
3 Register the adapter dll:
a. Select Run from the Start menu.
b. Type cmd in the Open field and click OK.
c. Navigate to the QM folder.
For example, from the C:\ drive, type "cd C:\Program Files\Witness\QM" at the
command prompt and press Enter.
d. Type "regsvr32 ctadapterV7.dll" at the command prompt and press Enter.
You can now use the CT Connect Version 7 CTI adapter.

Reviewing CTI Adapter Definitions

To review an adapter definition, follow these steps:
defined adapters are listed in the right frame.
2 Click the adapter definition to review it. The View Adapter Properties page opens.
3 Click Custom Properties to review any custom properties defined for the adapter.
Editing CTI Adapter Definitions

To edit an adapter definition, follow these steps:
2 Click the adapter definition to edit it. The View Adapter Properties page opens.
3 Click Edit. Make any necessary changes to the adapter definition.
4 Click Custom Properties to edit any custom properties defined for the adapter.
5 To define additional custom properties, click Add.
6 To remove a property, click in the check box next to the property, then click Delete.
to save the definition.
8 After editing a CTI adapter definition, including a Quality Monitoring Connect
Adapter or an AIM Adapter, you must restart the following services:

Deleting CTI Adapter Definitions

To delete an adapter definition, follow these steps:
2 Click the check box next to the adapter definition to delete it.
3 Click Delete.
4 A message prompts you to confirm the command:
z Click Yes to delete the CTI adapter definition(s).
5 After removing a CTI adapter, including a Quality Monitoring Connect Adapter or an
AIM Adapter, you must restart the following services:

Chapter 5 - Level 3 Configuration Email Notifiers
Email Notifiers
An e-mail notifier is a software component that enables the Quality Monitoring system
to send messages through Microsoft Outlook. Quality Monitoring can be set up to send
e-mail to certain recipients based upon a business rule.
Before notifications can be sent:
z The e-mail admin must create an account on the Exchange server or POP server to
send mail with a client-specified account name.
z If a firewall is in place, appropriate SMTP ports must be open to allow e-mail to
pass through.
z Outlook Express is the only client that can be used to accomplish this due to
Microsoft Security settings in Outlook regarding sending e-mail with "idsmail32
silently". This is addressed in the following Microsoft articles:
z Outlook Email Security Update Info
(http://www.microsoft.com/presspass/features/2000/jun00/06-08outlook.asp)
z Customizing the Outlook E-mail Security Update
(http://www.microsoft.com/office/ork/updates/97_2000/OutSecUpdate.htm)
Outlook Express must be configured on the BDR server as the default mail client.
Configuring Outlook Express

1 Start Outlook Express. (You may need to use the startup wizard if you have not
already done so). You need to have the e-mail account and password that was
created for you by your e-mail administrator. Verify that the e-mail account can
successfully send e-mail by sending a test message to a known, working account.
2 To set Outlook Express as the default Mail handler, click the Tools > Options >
General tab, and then click Make Default.
3 To configure security, click the Tools > Options > Security tab. De-select the
Warn me when other applications try to send mail as me check box in the
Virus Protection section.
4 To configure Read Receipts, click the Tools > Options > Receipts tab. De-select
the Request a read receipt for all sent messages check box in the Requesting
Read Receipts section.
5 To configure Send Settings, click the Tools > Options > Send tab. De-select Save
copy of sent messages in the 'Sent Items' folder check box, and then select
Send messages immediately in Sending section.
6 Save all changes.

Defining Email Notifiers

To define an e-mail notifier, follow these steps:
1 From the main System Administration page, click Email Notifiers. Any currently
defined e-mail notifiers are listed in the right frame.
2 Click Create. The Enter Email Notifiers Properties page opens.

3 Enter the following information:

Name. Type a unique name (up to 128 characters) that identifies the e-mail
notifier. This field is required.
Description. Type any text (up to 255 characters) to describe the e-mail notifier,
such as the type of e-mail notifier.
Site. Use the drop-down list to select the site of the e-mail notifier, which identifies
its location in the enterprise. This field is required.
Server. Use the drop-down list to specify the server on which the IDSMail Email
Notifier resides. This field is required. For Outlook Express, select the BDR server.
Mail System. Use the drop-down list to select the type of e-mail interface that
Quality Monitoring uses. The default is Microsoft's Messaging Application Program
Interface (MAPI). This field is required. For Outlook Express, select MAPI.
Post Office. Specify the domain name or TCP/IP address (up to 30 characters) of
the e-mail server that receives e-mail. This field is required.
Host Name. Type the host name or TCP/IP address (up to 63 characters) of the
IDSMail Server. For Outlook Express, select the host name for the BDR Server.
Username. Type a user name (up to 20 characters) that the IDSMail Notifier uses
to log on to the e-mail server. This field is required.
Password. Type a password (up to 14 characters) that the IDSMail Notifier uses to
log on to the e-mail server. This field is required.
Recipient Delimiter. Specify the single character to use to separate recipients in
the e-mail “Send To” list. The default is a semicolon (;). This field is required. For
Outlook Express, select the semicolon (;).
Exchange Outlook Based. Enable this option if the e-mail system is either
Microsoft Exchange- or Outlook-based. The default setting is disabled (unchecked).
For Outlook Express, leave this setting disabled (unchecked).
5 After defining an email notifier, you must restart the following services:

Reviewing Email Notifier Definitions

To review an e-mail notifier definition, follow these steps:
defined Email Notifiers are listed in the right frame.
2 Click the definition to review it. The View Email Notifier Properties page opens.
3 Click Cancel to return to the list of defined e-mail notifiers.
Editing Email Notifier Definitions

To edit an e-mail notifier definition, follow these steps:
defined e-mail notifiers are listed in the right frame.
2 Click the definition to review it. The View Email Notifier Properties page opens.
3 Click Edit. Make any necessary changes to the definition.
to save the definition. Click Yes to save the changed definition or click No to
return to the editable properties page.
5 After editing an email notifier, you must restart the following services:
Deleting Email Notifier Definitions

To delete an e-mail notifier definition, follow these steps:
defined Email Notifiers are listed in the right pane.
2 Click the check box next to the e-mail notifier definition to delete it.
3 Click Delete and, when prompted to confirm the command, click Yes.
4 After deleting an email notifier, you must restart the following services:

Troubleshooting Email Notifiers

1 Try sending/receiving from Outlook Express to make sure the e-mail account works
properly.
2 Make sure the account information (username/password) in System Administration
is the same as the account in Outlook Express.
3 Make sure the following required files exist in the same folder and are registered:
z IDSMai32.exe
z MailBuilderd.dll,
z EmailBuilderHelperd.dll
z EmailNotifyManagerd.dll
z EmailNotifyServiced.dll
How:
z Using command line: regsvr32 -u dllname to unregister
z Using command line: regsvr32 dllname to register
z Using command line: IDSMai32 /regserver to register IDSMai32.exe.
How to install IDSMail:
z Reference the Frequently Asked Question > How do I distribute my application in
IDSMail Help (IDSMAIL.HLP) to get more information.
z The help file is located at oem\intuitivedata\idsmail
4 Make sure the license file IR5BHIQE.ID$ is located in your Windows directory.
How:
Launch GetWindowsDirectory.exe and click Show. It shows the path that the
license file should be located.
What To Do Now
Once you have defined the components on Level 3, go on to Chapter 6 to configure the

Chapter 6
The final set of components to configure are on Level 4. These components are:
z Workspaces, page 84
z Voice Cards, page 96
This chapter explains how to set up these two components.

Chapter 6 - Level 4 Configuration Workspaces
Workspaces
In the Quality Monitoring system, a workspace refers to a physical location where an
agent works, such as a cubicle or an office. Quality Monitoring does not record
audio/video content of workspaces that are not associated with agents.
Quality Monitoring associates a workspace with an agent either statically (the
workspace contains a fixed seating device assigned to the agent by a Quality
Monitoring administrator) or dynamically (upon receiving an Agent Logon message for
a workspace device).
Quality Monitoring supports both static or dynamic workspaces. Workspaces of both
types can contain devices (telephones and workstations) that belong to a free seating,
a fixed seating or a mixed environment (where one device belongs to a free seating
system while the other belongs to a fixed seating system).
For more information, see:
z Dynamic Workspaces, page 84
z Static Workspaces, page 87
Dynamic Workspaces
Dynamic workspaces provide a convenient way of keeping the
agent-telephone-workstation association up-to-date, even in a stable environment,
because workspace changes do not require administrator involvement. In an
environment where agents routinely change their telephones and/or workstations,
especially in environments with virtual desktops and/or extension mobility, this may be
the only solution.
A dynamic workspace is a collection of one unassigned telephone and/or one
unassigned workstation (a Windows workstation or an anonymous terminal), which is
associated with the same agent. From a content recording point of view, dynamic
workspaces are no different from static ones.
Quality Monitoring creates, updates, and deletes dynamic workspaces at runtime. For
the sake of simplicity, Quality Monitoring:
z creates a dynamic workspace as soon as an agent logs onto the first unassigned
device
z updates the dynamic workspace as soon as the agent logs onto or logs off an
unassigned device
z destroys the dynamic workspace as soon as the agent logs off the last unassigned
device
Workspace Name
At any given time, a dynamic workspace carries the following name:
z DWS_<first device>_<second device>
Where <first device> and <second device> are the names of the workspace devices in
the order in which they were added to the workspace.

For example, an agent:

z logs onto Phone-1; the workspace is created with the name DWS_Phone-1
z logs onto WS-1; the name becomes DWS_Phone-1_WS-1
z logs onto Phone-2; the name becomes DWS_WS-1_Phone-2
z logs off WS-1; the name becomes DWS_Phone-2
Telephones and Regular Window Workstations

Quality Monitoring adds a fix seating device to an agent's dynamic workspace when
one of the following occurs:
z an agent-device association is received from the database during BDR Server
startup
z a Change Notification message in received stating that this device has been
assigned to the agent
Quality Monitoring removes a fixed seating device from an agent's dynamic workspace
when one of the following Change Notification messages are received, stating that:
z the device has lost its association with the agent
z the device has been assigned to a static workspace
Quality Monitoring adds a free seating device to a agent's dynamic workspace when
one of the following occurs:
z an agent-device association is received from the database during BDR Server
startup
z a message is received stating that the agent logged onto the device
Quality Monitoring removes a free seating device from an agent's dynamic workspace
when one of the following messages are received, stating that:
z the agent has logged off the device
z the agent has logged on to another device of the same type (telephone or
workstation)
z the device has been assigned to a static workspace
For telephones, the logon/logoff message source is usually a CTI link.
For workstations, the AIM Tray application can be configured to send logon/logoff
messages.
Anonymous Terminals
If an agent is logged onto a telephone, Quality Monitoring adds an anonymous terminal
to the agent's dynamic workspace upon receiving a message from a Terminal Server
that an agent's session has been created.

Quality Monitoring removes an anonymous terminal from an agent's dynamic

workspace upon receiving on of the following:
z a message from a Terminal Server that an agent's terminal server session has
been destroyed
z a message that this agent has logged off the telephone in this workspace
This is consistent with how Quality Monitoring works with anonymous terminals in
static workspaces as the system cannot record the agent's anonymous terminal screen
when the agent is logged off the telephone.
There is no need to configure AIM to send agent logon/logoff messages to the BDR if
an agent's dynamic workspace is supposed to have a telephone along with an
anonymous terminal.
In an "anonymous terminal workstation only" workspace, it is necessary to configure
AIM on the Terminal Server to send Logon/Logoff messages when the terminal sessions
are created and destroyed.
Named Terminals
Since Quality Monitoring has no information about agents that log onto Named
Terminals, this type of workstation cannot be used in dynamic workspaces.
Logon is Required
A telephone or a workstation cannot be added to or removed from a dynamic
workspace without Quality Monitoring receiving logon/logoff messages.
A CTI adapter(s) is a source of agent's messages regarding telephones.
The AIM Tray application that runs on agent workstations can be configured to send an
Agent Logon/Logoff messages when an agent logs on/off Windows. For more
information, see AIM Automatic Login/Logoff, page 140.
Enable Dynamic Workspaces

To enable dynamic workspaces, the Quality Monitoring site administrator performs the
following steps:
z Delete unnecessary static workspace definitions using the System Administration
application. A bulk delete operation is available. For more information, see
Defining Static Workspaces—Bulk, page 87.
z If missing, create and configure CTI adapter(s) to receive agent logon messages
for all unassigned telephones. For more information, see CTI Adapters, page 151.
z If missing, create data connection logon IDs for each agent using dynamic
workspaces. For more information, see Data Connections, page 189.
z Assign the logon IDs to each agent in the User Administration application. For
more information, see the Quality Monitoring Search and Replay guide.
z Create and configure Quality Monitoring Connect adapter(s) to receive agent logon
messages for all unassigned workstations. For more information, see Data
Connections, page 189.

z If necessary, install and configure the AIM Tray application on every unassigned
workstation to send agent logon messages. For more information, see Configure
Screen Capture Module and Agent Initiated Monitoring on page 128.
z If anonymous terminals are used without telephones, then install and configure
the AIM Tray application on a Terminal Server to send agent logon messages to
Quality Monitoring. This step is not necessary if telephone logon will be used. For
more information, see Configure Screen Capture Module and Agent Initiated
Monitoring on page 128.
Mixed Environment - Static and Dynamic Workspaces

An agent can be logged onto:
z a single dynamic workspace or
z one or more static workspaces or
z a combination of one or more static and one dynamic workspaces (mixed
environment)
A mixed environment can cause login conflicts.
When an agent logs onto an unassigned (does not belong to a static workspace)
telephone or workstation, Quality Monitoring creates a dynamic workspace and adds
the device to that workspace. This occurs even if the agent is already logged onto a
static workspace because Quality Monitoring cannot add an unassigned device to a
static workspace.
When an agent logs onto an assigned (belongs to a static workspace) telephone or
workstation, Quality Monitoring logs the agent onto that static workspace. This occurs
even when the agent is already logged onto a dynamic workspace because Quality
Monitoring cannot remove a device from a static workspace.
The easiest way to avoid login conflicts is to avoid mixing static and dynamic
workspaces.
Static Workspaces
Static workspaces are configured by a Quality Monitoring administrator via the System
Administration application. Actually, the term workspace in the System Administration
application refers to a static workspace. A single static workspace can contain any
number of telephones and workstations.
Static workspaces provide a convenient way to group all the devices used by an agent
when the device-agent associations are stable.
Quality Monitoring needs only one device in a static workspace to be associated with an
agent to associate every device with this agent.
Defining Static Workspaces—Bulk

Use this procedure to create one or more workspaces that have no more than one
telephone and/or one workstation. If you need to create a workspace with more than
one telephone or more than one workstation, refer to the advanced instructions.

To define workspaces, follow these steps:

1 From the main System Administration page, click Workspaces. Currently defined
workspaces are listed in the right pane.
2 Click Create. The Enter Workspace Properties page opens.
3 Use the drop-down list to select the Site of the workspace. The site identifies its
location in the enterprise. This field is required.
After you specify the site, all of the telephones and workstations associated with the
Site selected that have not yet been assigned to a workspace appear on the page.
You can use the page controls at the bottom of each column to view all of the
available telephones and workstations.
4 To simplify adding workspaces, you can hide unwanted telephones and
workstations. This does not delete the telephones or workstations, it merely
removes them from the list that appears on the page.
To hide unwanted telephones or workstations, select the corresponding check box
and click Hide.
5 In the Description field, type any text (up to 255 characters), such as the type or
location, to describe the workspace. This description is added to all created
workspaces.
6 Select the telephones and workspaces you want to group into workspaces using the
corresponding check boxes.
Remember that the telephones and workstations are paired in the order they
appear in the list (first selected telephone is paired with the first selected
workstation, regardless of the order in which you select the check boxes). If an
extra telephone or workstation is selected, a workspace will be created with only
one device.

7 Click Create. The workspace name is the telephone name and workstation name
separated by an underscore; "telephone_name_workstation_name".
The value in the description field is added to all workspaces that are created.
8 Continue adding workspaces as needed.
a. Click Yes to define another set of workspaces.
b. Click No to return to the list of workspaces.
Defining a Static Workspace—Advanced

Use this procedure to add a single workspace that has more than one telephone or
workstation assigned to it.
To define a workspace with more than one telephone or workstation, follow these
steps:
workspaces are listed in the right pane.
2 Click Create. The Enter Workspace Properties page opens.

3 Click Advanced.
4 Complete the following information on the Properties tab:

z Name. Type a unique name (up to 128 characters) to identify the workspace.
z Description. Type any text (up to 255 characters), such as the type or location,
to describe the workspace.
z Site. Use the drop-down list to select the site of the workspace. The site
identifies its location in the enterprise. This field is required.
z Click Submit to validate the properties, save and continue. If you select Submit,
a message confirms that the definition was saved.

6 Open the Add Telephones tab.
7 Select the check box next to one or more telephones to assign it to the workspace.
You can use the page controls to view all available telephones.
8 Open the Add Workstations tab.
9 Select the check box next to one or more workstations to assign it to the
workspace.


a. Click Yes to define another set of workspaces.
b. Click No to return to the list of workspaces.
Reviewing Static Workspace Definitions

To review a Workspace definition, follow these steps:
1 From the main System Administration page, click Workspaces. The list of currently
defined Workspaces opens in the right frame.
2 Click the workspace definition to review it. The View Workspace page opens.
3 Click Devices to review the telephones and/or workstations assigned to this
workspace.
4 Click Cancel to return to the list of defined Workspaces.
Editing Static Workspace Definitions

To edit a Workspace definition, follow these steps:
Workspaces are listed in the right frame.
2 Click the workspace definition to edit it. The View Site Properties page opens.
3 Click Edit. The Enter Workspace Properties page opens.
4 Make any necessary changes to the definition.
5 Click Devices to review the telephones and/or workstations assigned to this
workspace.
6 Choose any of these as necessary:
z To add telephones to the definition, click Add Telephones.
z To add workstations to the definition, click Add Workstations.
z To remove devices from the definition, click in the check box next to the
device(s), and then click Remove Devices.


Deleting a Static Workspace Definition

To delete a workspace definition, follow these steps:
1 From the main System Administration page, click Workspaces. The list of currently
defined Workspaces opens in the right frame.
2 Click the check box next to the workspace definition(s) to delete it.

z Click Yes to delete the workspace definition.

Exporting Static Workspace Definitions

You can export the workspace definitions to a Microsoft Excel readable comma
To export workspace definitions, follow these steps:
1 Click Workspace in the left frame. Any currently defined Workspaces are listed in
the right pane.
Importing Static Workspace Definitions

You can import workspace definitions from a comma separated variable format.
Imported comma separated variable files require the following content:
Workspace_ Workspace_ Telephone_ Telephone_ Workstation Workstation Site

Name Description Name_1 Name_2 _Name_1 _Name_2
Required. Not Not Not Not Not Required.

Maximum Required. required. required. required. required. Must
128 Maximum Must Must Must Must exactly
characters. 255 exactly exactly exactly exactly match an
No spaces characters. match an match an match an match an existing
allowed. NOTE: existing existing existing existing site.
Although telephone. telephone. workstation workstation
the field .
can be
blank, the
heading
must exist
in the
comma
separated
file or the
import will
fail.

If the import file has a workspace name that exactly matches an existing entry in
Quality Monitoring, the import process shall update the existing workspace with the
associated data in the import file. Also, if the assigned telephones and workstations
currently belong to another workspace in System Administration, the system will not
import and create the new workspace.
If there are any errors, the workspace will remain in the Import Workspace table.
lists the number of records with errors.
To import workspace definitions, follow these steps:
1 Click Workspaces in the left frame. Any currently defined Workstations are listed in
the right pane.
2 Click Import. The Import Workspaces page opens.
Open.
z Click Submit to add the workspaces. you can view the number of created records
and records with errors in the Create and Error fields. Any records that match
existing workspaces in the system are updated with the associated data in the
import file.
7 Click Done to return to the main workspaces page.

Chapter 6 - Level 4 Configuration Voice Cards
Voice Cards
A voice card is a hardware component that supports the Quality Monitoring system in
the recording and playback of voice media for client contacts. Voice cards reside on the
eRecorder server, and they connect with the telephone system through a switch or by
tapping directly into the T-1 or E-1 span lines.
You can configure a voice card either for monitoring or playback. In service-observe
recording environments, the voice card can perform both monitoring and playback. You
can use multiple monitoring and playback voice cards to provide additional bandwidth
by distributing simultaneous sessions of monitoring and playback across cards.
The Quality Monitoring system supports two types of voice card monitoring options:
z Extension (Service Observe). This type of monitoring is a service provided by
the switch and is similar to a conference call. When the Quality Monitoring system
needs to record a contact, it dials the switch and sends a service-observe string to
record the conversation on the desired extension. In effect, the switch recognizes
the Quality Monitoring system as just another extension that conferences into a
call. Due to resource limitations inherent in such a configuration, continuous
monitoring is not possible.
z Passive Tap. This type of monitoring requires a physical connection wired directly
into the phone lines and does allow continuous monitoring. The tap connects with
the T-1 or E-1 spans before the switch, and feeds directly into the eRecorder
server. A trunk side tap can monitor all activity on the T-1 or E-1 span lines,
although the monitoring methods used can vary based upon board usage and
business rules.
If you use Quality Monitoring with Full-time Recording, and you

plan to use live monitoring or schedule-based business rules, you
need to set up a voice card.
Defining a Voice Card

To define a voice card, follow these steps:
1 From the main System Administration page, click Voice Cards. Any currently
defined voice cards are listed in the right frame.
2 Click Create. You are prompted to select the type of voice card to define.
3 Select the type of voice card to define. The appropriate properties page opens for
the selected card. The following window shows the properties page for the Dialogic
D/240JCT - T1 voice card.

These fields are common to the properties page for most voice
cards; however, your specific card may not require all of them.
4 Complete the following information for the voice card.

z Name.Type a unique name (up to 128 characters) to identify the voice card. This
field is required.
characterize the voice card, such as the type of card.
z Server. Use the drop-down list to specify the eRecorder Server on which the
voice card resides. This field is required.
z Board ID. Use the drop-down list to select the ID number for the voice card in
the server. (Server and Board ID combination must be unique). Valid values are 0
(default) through 9 and A through F. The Board IDs should reflect the physical
order that the boards are installed in the server. This field is required.
5 Choose one of the following span connection types: Extension Span or Passive
Span.
6 Click Next.
7 Complete the appropriate information in the screens which are displayed for the
type of voice card you are defining.
The next sections describe the second page of Voice Card properties, the Extension
Span properties page, and the Passive Span properties page.

8 After defining a voice card, you must restart the following services:
Extension Span Properties Pages

The following window shows a sample Extension Span Page:
Not all parameters apply to all cards.

z Switch. Use the drop-down list box to specify the switch associated with the
voice card. This field is required.
z COM Port. Type the number of the COM port that corresponds to this voice card.
This field is required if the associated switch type is Aspect.
z Usage. Defines whether the voice card is used for recording or playback. For
recording, you must select under what conditions recording occurs.
For Extension (Service Observe), never select Record Always. Due

to the resource limitations of such a configuration, continuous
recording is not possible.

2 Choose one of the following from the drop-down list:

z Record at Start of Call
z Record at Business Rule Trigger
z Playback
z Record Always.
z Protocol. Specify the protocol used by the connection to the switch. This field is
required. Where this parameter is used, the default setting is US R2MF.
z Signaling Mask. Specify the bit settings that indicate an off-hook condition to
the switch. Click in the box next to a bit (A, B, C, or D) to select it. The reverse
bit settings indicates an on-hook condition. The default setting is all bits off.
z Port Number. The list shows the ports on the voice card.
z Capability. Use the drop-down list to specify the port's capability. The default
capability matches the usage specified for the voice card. You can, however,
change the record and playback capability for the individual port, as necessary.
a. Click Yes to define another voice card.
b. Click No to return to the list of defined voice cards.
5 After defining an extension span for a voice card, you must restart the following
services:
Passive Span Properties Page

The Passive Span Properties Page opens with the name of the voice card.
Not all parameters apply to all cards.


z Switch. Use the drop-down list box to specify the switch associated with the
voice card. This field is required.
z Usage. Use the drop-down list to select the condition under which recording
occurs. Choose one of the following: Record at Start of Call, Record at
Business Rule Trigger, or Record Always. This field is required.
z Protocol. Specify the protocol used by the connection to the switch. This field is
required. Where this parameter is used, the default setting is US R2MF.
z Trunk Span. Use the drop-down list to select the trunk span to use. The list only
includes trunk spans that are available for use. This field is required.
z Port Number. The list shows the ports on the voice card.
z Capability. Use the drop-down list to specify the port's capability. The default
capability matches the usage specified for the voice card. You can, however,
change the record and playback capability for the individual port, as necessary.
a. Click Yes to define another Voice Card.
b. Click No to return to the list of defined Voice Cards.
3 After defining a passive span for the voice card, you must restart the following
services:
Reviewing Voice Card Definitions

1 From the main System Administration page, click Voice Cards. Currently defined
voice cards are listed in the right pane.
2 Click the voice card definition to review. The View Voice Card page opens.
3 Click Extension Span or Passive Span to review the additional properties.
4 Click Cancel to return to the list of defined voice cards.

Editing Voice Card Definitions

voice cards are listed in the right pane.
2 Click the voice card to edit. The View Properties page opens.
3 Click Edit. The Enter Properties page opens.
To be sure that the voice card definition changes, you may want to
delete the original definition and create a new definition that
reflects the needed changes.

5 Click Submit, Next or use the page links at the top of the page to access any
additional pages in the definition, such as the Extension Span or Passive Span
attributes.
6 Make any necessary changes in the secondary definition pages.
8 After editing a voice card, you must restart the following services:

Deleting a Voice Card Definition

To delete a voice card definition, follow these steps:
voice cards are displayed in the right pane.
2 Click the check box next to the voice card definition(s) to delete it.
3 Click Delete.A message prompts you to confirm the command.
z Click Yes to delete the voice card definition.
4 After deleting a voice card, you must restart the following services:
What To Do Now
Go to Chapter 7 to complete the Quality Monitoring configuration through System
Administrator.

Chapter 7
Additional Configuration
Settings
You can define system-wide settings for the Quality Monitoring system using
the System Administration application. These settings control hardware, logon
preferences, as well as playback and record functionality. You configure these
settings on the Additional Settings page of the System Administration
application:
z Custom Attributes, page 104
z Custom Events, page 107
z JRE Settings, page 109
z Root Settings, page 115
z Server Settings, page 123
z System Configuration Report, page 126
Chapter 7 - Additional Configuration Settings Custom Attributes
Custom Attributes
Custom attributes provide external applications with the ability to attach additional
customized information to events sent to the Quality Monitoring system. This
information could be used for business rules evaluation. Some custom attributes are
created during Quality Monitoring installation: ContactStore, ContentType, Error,
WorkForceOptimization. Deletion of these attributes will break certain Quality
Monitoring functionality.
Never delete predefined custom attributes.
Make the INUM_VOICE and INUM_SCREEN attributes visible

before you record any contacts.
Defining Custom Attributes

To define custom attributes for the Quality Monitoring system, follow these steps:
1 From the main System Administration page, click Custom Attributes.The currently
defined Custom Attributes are listed in the right frame.
2 Click Add. The Custom Attributes Properties Page opens.

3 Complete the following information for the attribute:
You can only edit the System Name field if you select the
Business Rules Editable option.
You can only edit the Display Name, Tooltip, and Renderer
fields if you select the Business Rules Editable option.
z System Name. Type the name (up to 128 characters) for the attribute.
Alphanumeric characters and the underscore (_) are valid characters for this
field. This field is required.
z Visible. Enable this option to show the attribute in the Customize Columns
window and the Search window for contacts. The default setting is enabled
(checked).
z Business Rule Editable. Enable this option to show custom attributes in the
attributes list on the Condition tab for a business rule. The default setting is
enabled (checked).
z Display Name. Type a display name (up to 128 characters) for this attribute.
z Tooltip. Type a meaningful description (up to 255 alphanumeric characters) for
the attribute that is shown when a cursor is passed over the attribute.
z Renderer. Use the drop-down list to select the attribute type. This field is
required.
4 Click Submit to validate the properties, save and continue. If you select Submit,
you are prompted to confirm the command.
b. Click No to return to the properties.
5 After defining, modifying or removing custom attributes, you must restart the
Quality Monitoring BDR Service service.
Viewing Custom Attributes

To view custom attributes for Quality Monitoring, follow these steps:
1 From the System Administration page, click Custom Attributes. Currently defined
custom attributes are listed in the right pane.
2 Click the name of the attribute definition to view it.The Custom Attributes Properties
Page opens.
3 Click Cancel to exit the page without making any changes.

Editing Custom Attributes

To edit custom attributes, follow these steps:
custom attributes are listed in the right frame.
2 Click the name of the attribute definition to edit it.The Custom Attributes Properties
Page opens.
3 Click Edit.
z Click Submit to validate the properties, save and continue.If you select Submit,
a message prompts you to confirm the command.
Deleting Custom Attributes

To edit custom attributes, follow these steps:
Custom Attributes are listed in the right frame.

Chapter 7 - Additional Configuration Settings Custom Events
2 Click the box next to the name of the attribute definition to delete it.
z Click Yes to delete the definition.
Custom Events
The Custom Events page provides the ability to define contact events generated by
third-party applications such as e-mail, web chat, and so on, and sent to the Quality
Monitoring system through Quality Monitoring Connect. Unless a product is integrated
with the Quality Monitoring system and has the ability to send the defined event, no
action occurs in the Search and Replay application.
Defining Custom Events

To define custom events for the Quality Monitoring system, follow these steps:
1 From the main System Administration page, click Custom Events.Currently
defined custom events are listed in the right pane.
2 Click Create.The Custom Events Properties Page opens:

Chapter 7 - Additional Configuration Settings Custom Events
3 Complete the following information for the event:

z Name. Type the event name that the third-party application sends to Quality
Monitoring. This field is required.
z Description. Type a meaningful description for the event.
z Domain. Select the category in which the event occurs. This field is required.
z Click Submit to validate the properties, save and continue.
5 After defining, modifying or removing custom events, you must restart the Quality
Monitoring BDR Service service.
Viewing Custom Events

To view custom events for Quality Monitoring, follow these steps:
1 From the main System Administration page, click Custom Events. Currently
defined Custom Events are listed in the right frame.
2 Click the name of the event definition to view it.
The View Custom Events page opens. Click Cancel to exit the page without making
any changes.
Editing Custom Events

To edit custom events, follow these steps:
1 From the main System Administration page, click Custom Events.The list of
currently defined custom events opens in the right frame.
2 Click the name of the event definition to edit it.The View Custom Events page
opens.
3 Click Edit.The Custom Events page opens.
z Click Submit to validate the properties, save and continue.If you select Submit,

Chapter 7 - Additional Configuration Settings JRE Settings
Deleting Custom Events

To delete custom events, follow these steps:
1 From the main System Administration page, click Custom Events. Currently
defined custom events are listed in the right pane.
2 Select the box next to the event definition(s) to delete it.
z Click Yes to delete the definition.
JRE Settings
You can manage multiple JRE versions using the JRE settings configuration area. This
area allows you to configure JREs that were not part of the original installation.
This can be important as Quality Monitoring and Workforce Optimization must use the
same version of the JRE.
The ability to add, delete, and configure JREs is a permission that can be added to a
role. By default, the administrator role has this permission.
You can define role permissions in Search and Replay > Admin > Roles. The role is
System Administration Application > Add/Delete/Configure JRE Settings. For more
information, see the Quality Monitoring Search and Replay guide.
Troubleshooting Tips:
1 Make sure your role has the appropriate permission.
Note:
2 Make sure the appscreen.xhtml, IE5.xsl, and IE5s.xsl files are

present and not marked as read-only.

Adding JREs
To add a new JRE version:
1 From the main System Administration page, click JRE Settings. Currently defined
JRE versions are listed in the right pane.

2 Click Add. The Add JRE window opens.

3 Click Browse to open a file selector window. Navigate to the JRE version you want
to add.
4 Click Load to add the selected JRE version to System Administration.

The following JRE information is displayed:
z Name - Displays the JRE name.
z JRE Version - Displays the version number.
z CLASSID - Displays the Java class identifier.

Configuring JREs
To configure a JRE version:

2 Select the JRE you want to use and click Configure.

Deleting JREs
To delete a JRE version:
2 Select the JRE you want to remove and click Delete.
a. Click Yes to confirm the deletion.
b. Click No to cancel the deletion.

Chapter 7 - Additional Configuration Settings Root Settings
Root Settings
Root settings control general attributes such as hardware, logon preferences, as well as
playback and record functionality for the Quality Monitoring system. When the system
is installed, default system values are applied for both the general settings and logon
settings. You can edit these parameters as necessary for your enterprise.
Editing General Settings

To change the General Settings for the Quality Monitoring system, follow these steps:
1 From the main System Administration page, click Root Settings. The View Root
Settings page opens in the right frame.
2 Click Edit. The Enter Root Settings Properties page opens in the right frame.
3 Complete the following information.

z Client Debug Level. Specify the type of diagnostic messages to have displayed in
the Java console. You should only change this setting if instructed to do so by your
customer service representative. This field is required. The default setting is 1.
Valid values for this field are 0-4:
0. Quiet Mode. Shows no messages.
1. Error Mode. Shows error messages.
2. Info Mode. Displays error messages and informational messages.
3. Debug Mode (minimum). Shows error messages, informational messages, and
the minimum number of debug messages.

4. Debug Mode (maximum). Shows error messages, informational messages,

and the maximum number of debug messages.
5. Reserved for future use.
After configuring or changing the Client Debug Level you must close the browser,
Login, and start Search and Replay.
z Contact Delete Cycle Time (minutes). Specify the number of minutes between
attempts to delete expired contacts. This field is required. The default setting is 30
minutes.
After configuring or changing the cycle time you must restart the Quality
Monitoring BDR Service.
z Time to Purge Export (days). Specify the number of days, from 0 to 9999, you
want the system to wait before it purges export data. A value of 0 means that the
exports will never be purged.
z Maximum Active Call Count. Specify the maximum number of calls Quality
Monitoring can record at one time. The field is required. The default setting is 400.
After configuring or changing the active call count you must restart the Quality
Monitoring BDR Service.
z Single Workspace Logon. Click to indicate that the system permits logons to a
single workspace only. If your system allows agents to log into multiple
workspaces, clear this check box.
z System Administration Logging Enabled. Indicates whether logging is enabled
in System Administration. If logging is enabled, the first entry in the log indicates
which user has enabled logging, along with the corresponding date and time.
When this feature is active, the logs are saved in the following location:
.\<Tomcat Install Directory>\webapps\sysadmin\WEB-INF\logs
A new log is created each day using the following naming convention:
sysadmin_YYYY_MM_DD.log
For example, sysadmin_2007_09_27.log
By default, the log time uses GMT instead of local time.

To change GMT to local time:
a. Use a text editor, such as Notepad, to open the following file located on the drive
where Tomcat is installed:
<Driver>:\Tomcat\webapps\sysadmin\WEB-INF\conf\cocoon.xconf
b. Change the following line, located toward the bottom of the file, to the value
indicated for the time zone you are using (GMT + or -); for example, change
mappingfile="sysadmin/conf/logging.mapping.xml"
filename="/WEB-INF/logs/sysadmin_$Date.log" dateFormat="dd-MMM-yyyy
hh:mm:ss a" dateFormatFilename="yyyy_MM_dd" timezone="GMT"/>
to
mappingfile="sysadmin/conf/logging.mapping.xml"
filename="/WEB-INF/logs/sysadmin_$Date.log" dateFormat="dd-MMM-yyyy
hh:mm:ss a" dateFormatFilename="yyyy_MM_dd" timezone="GMT-05:00"/>

c. Save the file and exit the text editor.

d. Restart the Quality Monitoring Apache Tomcat service.
Additional audit functionality is available on the Security page. For more
information, see Full System Auditing within Editing Security Settings, page 122.
Complete auditing information appears in the Auditor’s Reference Guide.
z Allow Default Password. The default password allows new users to access the
system for the first time. After they access the system, the new users create a
password based on the password specifications on this tab.
Select this option to assign new users the default password, "password".
Leave this option blank to have the system administrator manually assign the
temporary, initial password for the new users.
The system administrator can assign the temporary, initial password in the User
Administration module of Search and Replay.
z WFM Integration. Indicates whether Workforce Management integration is
enabled. To ensure that the Search and Replay application works correctly in a
WFM integrated environment, you must enable this option.
z Single Sign-On Token Verifier. When you enable WFM Integration, this field
becomes available. Change the WFMServer and port values to point to the
appropriate server name and port number. Default:
http://WFMServer:port/wfo/control/auth_integration. Maximum 128 character
URL.
If Secure Socket Layer is required, replace http with https.
z eLearning Enabled. When you enable WFM Integration, this field becomes
available. Set this to Yes (select the check box in Edit mode) to allow access to
the eLearning module from Work Force Management.
z eRecorder Media Ports. Specify the socket ports you want the client to use to
communicate with the eRecorder for Audio and Video data. The ports are opened
on the Quality Monitoring eRecorders.
z Audio default port is 4050.
z Video default port is 4051.
z QM with Full-time Recording. Click to indicate whether Full time Recording is
integrated with the Quality Monitoring system. The default setting is unchecked.
If QM with Full time Recording is enabled, these additional settings are required:
z Host. Indicate the Host Name of the ContactViewer server.
z WebService URL. Indicate the ContactViewer URL to be used for playback. This
field is required if Full time Recording is integrated with Quality Monitoring.
z User Name. Indicate the name of the user who has the appropriate security
permissions for ContactViewer. This name is usually Eyr_Contact7k.
z Password. Indicate the password for the user name above.
z Contacts with Multiple Inums. Select to indicate that Follow the Call is
enabled within Contact Viewer Settings.

z High Volume Storage Exists? Click to indicate that High Volume Storage is
being used. The default setting is unchecked.
z Archive Cycle Time (minutes). Specify the number of minutes between
attempts to archive content of contacts. This field is required if High Volume
Storage is in use.
z Administrator Email. Type the e-mail address of the individual responsible for
responding to problems with archiving and restoring of content of contacts. This
field is required if High Volume Storage is in use.
z Storage Adapter Type. Use the drop-down list to select the type of storage
adapter used to archive the content of contacts. This field is required if High
Volume Storage is in use.
After configuring or changing high volume storage settings you must restart the
following services:
Editing Logon Settings

To change the Quality Monitoring logon settings, follow these steps:
1 From the main System Administration page, click Root Settings. The View Root

3 Click Logon Settings. The Logon Settings page opens

z Failed Logins Time (hours). Specify the number of hours the user must wait to
try to Login again after exceeding the Maximum Failed Logins setting. If Failed
Logins Time is zero, The user's logon would never disable. The user can logon
with the correct user name and password.
This field is required. The default setting is 24.
z Maximum Concurrent Logins. Type the number of separate Quality Monitoring
sessions a user can have. This field determines how many times a user can log in
from multiple workstations. This field is required. The default setting is 1.
z Maximum Failed Logins. Specify the number of failed Logins allowed before
the user's Login ID is disabled. If Failed Logins Time is not zero, the user must
wait the specified number of hours before attempting another Login. This field is
z Password Inactivity Time (days). Specify the number of days that a user's
password can be inactive before it is disabled. The Quality Monitoring
Administrator can reset the Login ID and assign a password using the Search and
Replay application Administration component. This field is required. The default
setting is 90.
z Password Lifetime (days). Specify the number of days that the user password
is valid. After this period, the password expires and must be changed. This field is
z Minimum Password Length Specify the minimum number of characters
required for a user's password. This field is required. The default setting is 4.

z Password Reuse Time (days). Specify the number of days during which a user
can reuse a previous password (limited, too by the Minimum Previous
Password parameter). After the number of days has expired they cannot reuse
the password. This field is required. The default setting is 365.
z Minimum Previous Password. Specify the number of new user passwords that
must be created before a previously used password can be reused. Previously
used passwords are also limited by the Password Reuse Time parameter. This
field is required. The default setting is 5.
z Password Maximum Repeat Characters. Type the maximum number of times
the same character can be repeated in a User password, for example, aaaa. This
field is required. The default is 2.
z Password Match Login. Enable this option to enable the user password to be
the same as the user Login ID. The default is disabled (unchecked).
z Password Restrictions. Choices include: No Special Password Restrictions (The
Default is checked), Password Requires Both Numbers and Alphabets [Minimal
Restriction], Password must contain [Enhanced Restriction]:
zLowercase letters: [a, b, c...z]
zUppercase letters: [A, B, C...Z]
zNumbers: [0-9]
zSpecial Characters: [! @ # % ^ & * ( ) _ = + - [] | \ : ; , " ' < >]
Editing Client Settings

To change the Client Settings for the Quality Monitoring system, follow these steps:
1 From the main System Administration page, click Root Settings.The View Root

3 Click Client. The Client Settings page opens.
4 Type the appropriate information for:

z Agent Refresh Rate (seconds). Sets the default time interval that the system
uses to refresh the list of active agents.
The system refreshes the view of active agents using this default agent refresh
rate. Supervisors can also change the agent refresh rate from this default value
for each logon session. However, the next time the supervisor logs on, the
system reverts to this default Agent Refresh Rate:
Range: 10 - 3600 seconds.

Default: 30 seconds.
z Extension of Evaluation File in Email. Specifies the file extension used when
emailing an evaluation file. Default: html.
z Contact Folder. Specify whether you want to enable the contact folder date
range filter. This filter improves contact relevance by taking the date range into
account.

z Live Monitor and Playback Audio Setup. Specify how client workstations
receive audio:
z Phone - If selected, the Audio Dialog will display during a live monitor or
playback session.
zPC Speaker\LAN - If selected, the Audio Dialog will not display during a live
monitor or playback session.
z Both (Phone and PC Speaker\LAN) - If selected, the Audio Dialog will display
during a live monitor or playback session.
5 Specify configuration folders to store log, content and playback files on the client
workstation:
z User Home Drive. Select to use the user’s HOME directory on each client
workstation.
z Log Folder. Select the User Temp Folder checkbox to use the default user
temporary folder as defined on the client computer. If you chose not to use the
user temp folder, specify a location for log files on a Supervisor workstation.
z Content Folder. Select the User Temp Folder checkbox to use the default user
temporary folder as defined on the client computer. If you chose not to use the
user temp folder, specify a location for content files on a Supervisor workstation.
z Playback Folder. Specify a libraries folder location for playback files on a
supervisor workstation.
z Spell Check Settings. Specify a dictionary folder for use with the Spell Check
feature. Choose either Use System Variable and specify the variable or User
Home Folder and specify the dictionary folder.
z Properties Folder. Select the User Home Folder checkbox to use the default
user home folder as defined on the client computer. If you chose not to use the
user home folder, specify a location for the properties information to reside on a
Supervisor workstation.
Editing Security Settings

By default, all Quality Monitoring security features are installed, but disabled. If you
want to enable security features, see the Quality Monitoring Security Administration
Guide.

Chapter 7 - Additional Configuration Settings Server Settings
Server Settings
The server settings control how the system manages the call events, logs attributes
and communicate with the BDR server.
WARNING
1 Do not modify these settings unless you are directed to do so by a Tier3
representative of Avaya. The setting value is critical for proper functioning
of the system.
2 Please backup the Witness database before you make any change.
3 The BDR Service should be restarted to accept a new setting value.
4 All Quality Monitoring services should be restarted to accept a new WAPI
SocketPort value.
Element Description Restrictions
Call Manager
AcceptedFollowupOnly 0 = records video follow-up for every active Required.

contact, regardless of whether video was Default: 1 (see
recorded during the contact or a rule was warning above)
triggered to store the contact.
1 = records video only when logical to do so, such
as when video was recorded during the contact
itself (see note below).
AdherentVoiceRecording 0 = directs the system to switch voice recording Required.

between agent 1 and agent 2 back and forth at Default: 1 (see
the end of a consultation call. It could result in warning above)
voice gaps and lost data.
1 = directs the system to adhere voice recording
with agent 1 as long as possible (see note below).
AllowsIntecomExtensions Quality Monitoring requires “Roaming Extensions” Required.

to be configured as Agent Ids on the Intecom Default: 1 (see
switch. Most Quality Monitoring adapters and warning above)
integrations comply with this requirement.
However, some integrations use Intecom
extensions, rather than agent ids.
0 = directs the system to ignore faulty

information.
1 = directs the system to change device type
from “Extension” to “Agent Id” for every event for
Intecom-type switches.
CreateCallOnConferenced 0 = directs the system to ignore a Conferenced Required.

event if it does not match an active call. Default: 1 (see
1 = directs the system to create a new active call warning above)
when the system cannot match it to an active call
(see note below).
CreateCallOnHeld 0 = directs the system to ignore a Held event if it Required.

does not match an active call. Default: 1 (see
(see note below).

CreateCallOnQueued 0 = directs the system to ignore a Queued event Required.

if it does not match an active call. Default: 1 (see
(see note below).
CreateCallOnRetreived 0 = directs the system to ignore a Retrieved Required.

(see note below).
CreateCallOnRouted 0 = directs the system to ignore a Routed event if Required.

it does not match an active call. Default: 1 (see
(see note below).
CreateCallOnTransfered 0 = directs the system to ignore a Transferred Required.

(see note below).
DestinationAgentisPrimary This setting alters the Primary Agent definition for Required.
Quality Monitoring contacts that begin with an Default: 1 (see
internal (agent-to agent) call. warning above)
The Primary Agent name is one of the contact

tags in Search and Replay. It is the Primary
Agent, whose video gets recorded at the contact
begin.
0 = defines the Origination-role agent as the

Primary Agent.
1 = defines the Destination-role agent as the
Primary Agent (see note below).
When the contact-creating event does not have

role information, the system assigns the Primary
Agent randomly.
ForceIdleAgentState 0 = directs the system to use agent events only Required.

for updating agent state in the Active Agents Default: 1 (see
display. warning above)
1 = directs the system to set agent state to Idle
when the agent leaves a call. It is necessary when
switches and middleware do not provide agent
state events (see note below).
IgnoreAlertingEvents 0 = directs the system to process Alerting events. Required.

1 = directs the system to disregard Alerting Default: 0 (see
events (see note below). warning above)
MainThreadTimeoutSeconds Sets time limit (in seconds) for processing a Required.

single CTI or API event. Default: 60
The BDR Service shuts itself down (and may (see warning
restart if configured to do so) on this timeout above)
event.

StopRecordingwithBusyonFollow 0 = directs the system to not stop call recording Required.

upEvent when the system receives a BusyWithFollowup Default: 0 (see
event for the agent from the switch. warning above)
1 = directs the system to stop recording a call
when the system receives a BusyWithFollowup
event from the switch (see note below).
StopRecordingonLogoffEvent 0 = directs the system to not stop recording a Required.

contact when the system receives a Logoff event Default: 1 (see
for the agent from the switch. warning above)
1 = directs the system to stop recording a
contact when the system receives a Logoff event
from the switch (see note below).
StopRecordingonNotReadyEvent 0 = directs the system to not stop recording a Required.

contact when the system receives a NotReady Default: 0 (see
contact when the system receives a NotReady
StopRecordingonReadyEvent 0 = directs the system to not stop recording a Required.

contact when the system receives a Ready event Default: 0 (see
contact when the system receives a Ready event
General Settings
DisableAttributesLogging 0 = directs the system to log custom attribute Required.

values. Default: 0 (see
1 = prevents the system from logging custom warning above)
attributes (see note below).
WAPI
SocketPort Defines the port on which to communicate with Required.

the BDR server. Default: 40520
(see warning
above)
The value 1 represents any non-zero value.

Chapter 7 - Additional Configuration Settings System Configuration Report
System Configuration Report

The system configuration report is an exportable report that contains the following
sections:
z Header. The report header displays the user who ran the report, the date and time
the report was executed and the report description. The report description is
entered on the System Configuration Report page in System Administration when
the report is exported.
Do not delete ContentType attribute. It is required for Pause/Resume

functionality.
z Workspace. The workspace section includes the workspace name, the

description, the telephone name, the telephone extension, the workstation name
and the workstation host name.
z Site. The site section includes the name, description, city and state. Each site
includes the following sub-sections:
Data Connections. The data connections sub-section lists the attributes and the
logon IDs for the data connection.
LAN Data Adapters. The LAN data adapters sub-section lists the attributes and
the session list for the LAN data adapter. Each session list includes the session,
board usage, maximum connections and data connections.
Servers. The server sub-section lists each server name, the server attributes
and the roles for each server, with the appropriate settings for each role.
Switch. The switch sub-section lists the attributes for the switch, all associated
agent groups, all logon IDs, and all extensions. The extensions list the extension,
blocked, ignored and assigned.
Each switch also lists the Voice Cards configured for the switch. Each voice card
includes the name, attributes, extension span attributes, port configuration and
capability.
z Workstation. The workstation section includes the name, description, host name,
and operating system.
z Telephone. The telephone section includes the name, description, switch,
primary, secondary for each telephone.
z Voice Cards. The voice card section includes the name, properties, extension
span properties, port configuration and capability.
z Root Settings. The root settings section includes the properties from the general
tab, the login tab, the client tab and the security tab.
z Server Settings. The server settings section includes the call manager settings.
z CTI Adapters. The CTI adapter section includes the properties for all defined CTI
adapters.
z Email Notifiers. The email notifiers section includes the defined properties.
z Custom Attributes. The custom attributes section lists all custom attributes and
the related properties.

Chapter 7 - Additional Configuration Settings What To Do Now
Exporting the System Configuration Report

To export the system configuration report for the Quality Monitoring system, follow
these steps:
1 From the main System Administration page, click System Report. The System
Configuration Report page opens in the right frame.
2 Type the description you want to appear in the report header in the Description
field.
3 Click Export.
What To Do Now
If you are using Screen Capture Module and AIM (Agent Initiated Monitoring), go to
Chapter 8 to complete the configuration for those components.
If you do not plan to use Screen Capture Module and AIM, the system configuration
is complete.

Chapter 8
Configure Screen
Capture Module and
Agent Initiated
Monitoring
If you install Screen Capture Module and AIM (Agent Initiated Monitoring) on
agent workstations, you need to configure the Quality Monitoring system to
support Screen Capture Module and AIM in the System Administration
application.
For information on running Screen Capture Module on Citrix, see Citrix and
Screen Capture Module, page 332.
This chapter provides information on the following topics:
z Configuring Quality Monitoring for AIM, page 129
z Configuring Search and Replay for AIM, page 134
z Configuring Custom Properties, page 133
z Configuring Screen Capture Module Compatibility, page 138
z Remote Agent Troubleshooting, page 145
z Using AIM, page 146
Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring Configuring Quality Monitoring for AIM
Configuring Quality Monitoring for AIM

If you plan to install AIM (Agent Initiated Monitoring) on agent workstations or on a
terminal server, you should first use System Administration to configure Quality
Monitoring to support AIM. Use the following procedures to configure Quality
Monitoring for AIM:
If this is a Quailty Monitoring with Full time Recording environment and AIM is
used to initiate only video recordings in Quality Monitoring, then add the
following registry setting on the BDR Server machine
Note:
'HKLM\SOFTWARE\Witness\bdr\WAPI\ContentMaskDefault' of type DWORD

and set it to 2.
Possible values for ContentMaskDefault are:
1 - Audio Recording
2 - Video Recording
3 - Audio and Video Recording
z Configuring Custom Settings on page 129

z Creating the AIM CTI Adapter on page 131
Configuring Custom Settings

If you plan to provide agents with the AIM annotation feature, you must configure
System Administration with the custom attributes needed to store annotations. Use the
following procedures to configure Quality Monitoring for annotation.
If you do not plan to use the annotation feature, proceed to Creating the AIM CTI
Adapter on page 131.
Accessing Custom Attributes

1 Log on to Quality Monitoring and launch System Administration.
2 In the left frame, click Custom Attributes.

Creating the AIM Attribute

If the child name AIM does not exist in the custom attributes list, complete the
following procedure:
1 Click Add.
2 Complete the following properties.
Property Value
System Name AIM
Visible Unchecked
Business Rule Editable Unchecked
3 Click Submit and, at the prompt, click Yes, to save your changes.
Creating the AIM Annotation Attributes

1 If the System Name currently displayed is not AIM, click the AIM item in the
System Name list.
2 If items appear in the resulting list, verify they have the properties described below.
You must have five items in the list corresponding to each AIM annotation field.
Although you can use any unique names for the AIM annotation
custom attributes, you must type the same custom attributes
names during each installation of Screen Capture Module/AIM.
Recommendation: assign the names User1, User2, User3,
User4, and User5. Be sure to record the custom attribute names.
You need them during each Screen Capture Module/AIM
installation.
3 If no items appear, or if the list does not contain the five annotation fields, click
Add.
4 Complete the following properties.
Property Value
System Name Unique name (for example, User1,

User2, and so on.
Visible Checked.
Business Rule Editable Checked.
Display Name Provide a meaningful name to be

displayed when users create business
rules in Search and Replay.

Property Value
ToolTip If desired, provide a short explanation

of the attribute to be displayed as a
tooltip in Search and Replay.
Renderer String.
5 Click Submit and, at the prompt, click Yes, to save your changes.
6 Click Go Up Level to return to the AIM System Name.
7 Repeat steps 3 through 5 for each of the four remaining annotation attributes.
Creating the AIM CTI Adapter

The use of AIM requires that you configure System Administration with the CTI adapter
necessary for AIM to communicate with Quality Monitoring. Use the following
procedures to configure the AIM CTI adapter.
Accessing CTI Adapters

1 Log on to Quality Monitoring and launch System Administration.
2 In the left frame, click CTI Adapters.
Creating the Quality Monitoring Connect Adapter

1 Click Create.
2 Select Quality Monitoring Connect Adapter.
3 Assign the following properties to the adapter:
Property Value
Name A unique name that identifies the

Quality Monitoring Connect adapter.
Site The site to which the Quality Monitoring

Connect adapter belongs, which
identifies its location in the enterprise.
Choose from the drop-down list.
Server The server on which the Quality

Monitoring Connect adapter resides.

Property Value
Port Unique port number on which the

Quality Monitoring Connect adapter
listens for requests.
The default port is 3020. Do not change
the default setting.
The port number used for the

new adapter must match the
port number used during AIM
Note:
client installations on agent

workstations or on a terminal
server.
4 Leave unchanged the default values for all other properties on the page and
proceed to Configuring Custom Properties on page 133.
5 After defining the Quality Monitoring Connect Adapter, you must restart the
following services:

Configuring Custom Properties

To configure the custom properties for the Quality Monitoring Connect Adapter, you
must know the way in which users log on.
If users log on through CTI (automatic logon), use the data connection as
the system device. If users log on manually, use the switch as the system
device.
Note:
1 Switch to the Custom Properties page.

2 Add the following name/value pairs:
Name Value
device.SystemDevice Must match the data connection name or

the switch name where logon IDs are
configured.
See note above.
agent.SystemDevice Must match the data connection name or

the switch name where logon IDs are
configured.
See note above.
3 Click Submit to save each custom property.

4 Click Submit and, at the prompt, click Yes, to save your Quality Monitoring
Connect adapter.
5 Exit System Administration.
6 After defining a custom property for the CTI adapter, including a Quality Monitoring

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring Configuring Search and Replay for AIM
Configuring Search and Replay for AIM

The use of AIM requires an active business rule configured in Search and Replay to
initiate the recording of the customer interaction when the agent requests contact
creation. Unless this special business rule is configured, no contact creation can occur
when you use AIM.
The following procedures outline the process of creating a business rule for
AIM. For in-depth instructions on creating business rule folders or business
rules, consult the Quality Monitoring Search and Replay Guide, or the Search
Note:
and Replay online help.
Use the following procedures to create the AIM business rule:
Accessing Search and Replay

1 If you are not already logged on to Quality Monitoring, do so now.
2 Launch Search and Replay.
3 Click Rules, located in the top navigation bar. The rules tree view opens.
Creating the Business Rule Folder

If necessary, create a folder to contain the business rule:
1 Right-click the Business Rules folder, and select New Folder on the shortcut
menu.
2 Provide a name for the folder, and complete the security options if required.
3 Click Add to complete the folder creation.
Creating the AIM Business Rule

Navigate to the Event Rules tab. Right-click a folder in the tree view, and select New
Event-based Rule on the shortcut menu. The event-based rules property page opens.
Business Rule Properties

Complete the following properties on the Properties tab:
Property Value
Name Provide a unique name for the AIM

business rule.
Status Active.

Property Value
On Every Configure the days of the week, and the

times during those days, you want
agents to be able to create AIM
contacts.
Beginning Immediately.
Ending No End Date.
Business Rule Condition

1 Switch to the Condition tab.
2 Complete the following properties on the Condition tab:
Property Value
Attribute Attributes > Event > Event Type.
Operator equals.
Value CONTACT_AGENT_INITIATE.
Business Rule Action

1 Switch to the Action tab.
2 Complete the following properties on the Action tab:
Property Value
Select Content Externally Controlled.

Type to Save
Save Contact Select a contact folder from the list

Reference to provided.
Folder
3 Click Add.
4 Exit Search and Replay and log off from Quality Monitoring.

Setting up the Block Rule

Right-click a folder in the tree view, and select New Event-based Rule on the
shortcut menu. The event-based rules property page opens.
Business Rule Properties

Complete the following properties on the Properties tab:
Property Value
Name Provide a unique name for the AIM

business rule.
Status Active.
On Every Configure the days of the week, and the

times during those days, you want
agents to be able to block contact
recordings.
Beginning Immediately.
Ending No End Date.
Business Rule Condition

1 Switch to the Condition tab.
2 Complete the following properties on the Condition tab:
Property Value
Attribute Attributes > Event > Event Type.
Operator equals.
Value CONTACT_AGENT_BLOCK.
Business Rule Action

1 Switch to the Action tab.
2 Complete the following properties on the Action tab:
Property Value
Select Content Do not store content

Type to Save
3 Click Add.
4 Exit Search and Replay and log off from Quality Monitoring.

Configuring Quality Monitoring for Screen Capture Module in a

Terminal Services Environment
If you are installing Screen Capture Module in a terminal services environment, you
must use System Administration to configure Quality Monitoring to communicate with
the terminal server.
Creating a Data Connection

Create or modify a data connection for use with the terminal server. Assign this
connection to all logon IDs used by the Terminal Server Client to log on to the Terminal
Server.
Creating a LAN Data Adapter

Create or modify a LAN Data adapter for use with the terminal server. When creating a
session list for the LAN Data adapter, use the same data connection for the LAN Data
adapter that you just created.
Creating a Terminal Services Adapter

Create a CTI adapter using the data connection you established for the LAN data
adapter. The CTI adapter created for Terminal Services is the Terminal Services
adapter.
Restarting the Services

After creating the data connection, LAN data adapter and the terminal services adapter,
restart the following services:

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring Configuring Screen Capture Module
Configuring Screen Capture Module

Compatibility
After installing Screen Capture Module on the agent workstation, you must set the
compression method in the Windows Registry. The value used for the compression
method depends on the version of the Quality Monitoring system installed on the
server.
Refer to the following table to determine which compression method to configure.
Quality Screen Capture Module 10.1.1

Monitoring Compression Value
Server Version
5.x 5
6.x/7.x 1
Setting the Compression Method

1 On the Start menu of the agent’s workstation, click Start > Run.
2 In the Open field, type regedit.
3 Click OK.
4 Locate the following key in the registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\eQuality
Agent\Capture\CurrentVersion
5 Double-click the DWORD value CompressionMethod.
6 Type the appropriate value from the Compression Methods table above.
7 Click OK.
8 Exit the Windows Registry Editor.

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring Multi-Monitor Screen Capture Support
Multi-Monitor Screen Capture Support

Screen Capture Module can record screens from multiple monitors attached to a
workstation.
Recording multiple monitors is controlled by the DWORD registry setting
DualMonitor, which resides: HKEY_LOCAL_MACHINE\SOFTWARE\Witness
Systems\eQuality Agent\Capture\CurrentVersion.
If DualMonitor is set to 1, Screen Capture Module records video from all attached
monitors. There can be more than two monitors attached to a workstation. By default,
DualMonitor is set to 1.
If DualMonitor is set to 0, Screen Capture Module only records video from the
designated primary monitor screen.
Capturing video from multiple monitors increases the network bandwidth utilization.
Set the appropriate value for DualMonitor as needed.
Screen capture of multiple monitors is tested with multiple
monitors attached to a single display adapter. If the monitors are
attached to more than one display adapter, the behavior is
unknown. In general, Screen Capture Module will capture all
monitors in the sequence displayed in the Display Properties
dialog.

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring AIM Automatic Login/Logoff
AIM Automatic Login/Logoff

You can configure automatic AIM login and logoff for agents.
Pre-requisites
z The agents will login into their Windows PC or Terminal Server session at the start
of the shift. This will send a ’login’ request to the Quality Monitoring server.
z Screen Module Capture with Agent Initiated Monitoring is installed on the
workstations or Terminal Server.
z All the agent workstations have been created in Quality Monitoring System
Administration.
z The agents will logoff from the Windows PC or Terminal Server session when the
shift is over. This will send a ’logoff’ message to the Quality Monitoring server.
Configuring AIM for Automatic Login/Logoff

In Quality Monitoring System Administration:
z Add all agent Windows domain user names to the Data Connection Logon ID tab in
System Administration.
In Search and Replay, from the Administration screen:
z Assign each agent's Windows domain logon name to each agent on the Agent IDs
tab. For more information, see the Search and Replay guide or online help.
The symbols %USERNAME% and %COMPUTERNAME% are environment variables used
by Windows to identify the logon id and host name of the computer the agent is using.
Desktop Configuration
On each agent's desktop, either:
z Add the following script to the agent’s Windows Domain logon script (batch file):
<Path to AIM>\AimTray.exe /logon /agentid %USERNAME% /ext
%COMPUTERNAME%
For example: ".\Program Files\Witness Systems\Screen Capture

Module\AimTray.exe" /logon /agentid %USERNAME% /ext
%COMPUTERNAME%
or
z Make sure the AIM auto launch registry value located in
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run
registry key has the following properties:
z value name = "Witness AIM"
z value type = "REG_EXPAND_SZ" (expandable string)

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring AIM Automatic Login/Logoff
z value data =
"<Path to AIM>\AimTray.exe /logon /agentid %USERNAME% /ext
%COMPUTERNAME%"
If method 1 is chosen, and you add the script to the agent’s Windows Domain
logon script (batch file), then you must remove the "Witness AIM" key from the
registry
Note:
"HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run".
Otherwise two aimtray.exe's will run and could conflict and cause issues.
Anonymous Terminal Services Terminal Configuration

As there is no name to the Agent workstation in Anonymous Terminal Server case, use
the following script to enable AIM auto login/logoff:
"Anonymous Terminal"
This can be added either to the Registry or Logon script. If AIM auto logon is added to
the logon script, you must remove the registry key "Witness AIM".
This logon event works only in a Screen Only workspace. If the workstation
and telephone are grouped in a workspace, then the logon on the telephone
device must be used (AIM can be used to logon on to telephone device).
Note:
Named Terminal Services Terminal Configuration

In case of Named Terminal Services Terminal, use the following script to automatically
login using AIM as a workstation:
%CLIENTNAME%
This can be added either to the Registry or Logon script. If AIM auto logon is added to
the logon script, you must remove the registry key "Witness AIM".

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring Clearing Annotations
Hiding the AIM Icon

You can configure the AIM application to hide its icon when running. This is useful when
you exclusively use the AIM Tray application to automatically send Logon and Logoff
events to the BDR Server. Automatically sending Logon and Logoff events is necessary
to add and remove the workstation to and from the agent’s dynamic workspace.
To configure AIM to run without showing its icon:
1 On each agent workstation, open Run from the Start menu.
2 Type regedit in the Open field and click OK.
3 Navigate to the HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\AIM
registry key.
4 Find or create the "ShowIcon" DWORD and set the value to 0.
5 Close the regedit.
AIM will hide its icon when started.
Clearing Annotations
There is a new registry entry that will control whether Quality Monitoring cleans the
annotation cache. The new registry key is EnableAnnotationCleaning.
By default, the system keeps the annotations. If you want to clear the annotation field
contents after use, you need to modify the registry key and set it to 1.
To clear annotations:
1 On each agent workstation, open the Windows Registry.
a. Select Run on the Start menu.
b. Type regedit in the Open field and click OK.

2 Make a backup copy of the registry to a safe location so you can revert to the
existing registry in case of difficulties.
a. Select Export from the File menu.
b. Browse to the safe location and name the backup registry file.
c. Click Save.
3 Navigate to the Screen Capture Module registry location:
HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\eQuality Agent\Capture\CurrentVersion
4 Hover over the EnableAnnotationCleaning key and select Modify from the
right-menu.

a. Select 1 as the Value data.
5 Click OK. Close the registry.

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring Remote Agent Troubleshooting
Remote Agent Troubleshooting

If you install a remote agent and are using Quality Monitoring or Quality Monitoring
with Full-time Recording, you can receive an error message when you attempt to
access System Administration.
To correct this error:

1 Go to the Quality Monitoring server.
2 Open Internet Explorer and select Internet Options from the Tools menu.
3 Open the Privacy tab and click Advanced.
4 Select the Override automatic cookie handling check box.
Repeat these steps on the remote agent.

Note:

Chapter 8 - Configure Screen Capture Module and Agent Initiated Monitoring Using AIM
Using AIM
Agent Initiated Monitoring (AIM) complements Search and Replay and allows agents to
initiate recording commands from the desktop.
With this tool, agents can easily monitor customer interactions while they are taking
place. Contacts can be recorded as a single string, or by using several stop and start
commands to capture specific information.
In addition to agent-initiated recordings, the application can be configured to allow
agents to block recordings for the current contact and note important facts about the
call.
Installation Decisions
AIM Option (on the shortcut menu) Installation Decision
Logon/Logoff Do not display if Use CTI with AIM

selected
Display if Use Manual Login selected
Block Monitoring Display if Enable Block Monitoring

selected
Annotation Display if Enable Annotation selected
Accessing AIM
Each AIM user is assigned a user ID and password in order to gain access to the
application. After logging on, the agent will be able to perform tasks based on the
configured AIM options. After completing all tasks, the agent can log off AIM to end the
current session.
If the Agent ID or Agent Extension options are locked during installation, the agent
cannot change the Agent ID or Agent Extension in AIM.
Typically, the agent ID is configured as the user ID and the telephone

extension is configured as the password.
Note:
For more information, see the Quality Monitoring Search and Replay guide.

Chapter 9
Localization
Localization includes determining how information is sorted, how currency is

formatted, how date and time are displayed, and translation of interface
elements, and so on. Translation is a sub-set of localization and deals
specifically with the process of converting information from one language to
another to make it appropriate for the locale.
In the Quality Monitoring system, you can configure your system to display the
date and time in localized format:
z Changing the Regional Settings on page 148
z Changing Browser Language Settings on page 148
z Changing Time Format on the Server on page 148
z Adding User Defined Text to the Login Screen on page 149
Chapter 9 - Localization Changing the Regional Settings
Changing the Regional Settings

To use localized content in Quality Monitoring, you must configure the regional settings
for each machine.
To change the regional settings:
1 Open Start > Control Panel > Regional and Language Options. The Regional
and Language Options dialog opens.
2 Specify the language and location values based on your Quality Monitoring
localization.
3 Click Apply after each change.
4 Click OK when done.
Changing Browser Language Settings

Dates and calendars are displayed in local format. The system handles dates in
Greenwich Mean Time (GMT) in the database, then shows them according to the locale
and language for which your system is configured.
To change your browser language settings and display dates in local format:
1 Select Internet Options from the Tools Menu in Internet Explorer.
2 Select the Languages... button from the General tab.
3 Set your language preference.
If your operating system is Windows XP, you also need to install the corresponding
language pack.
4 On the browser of the client machine:
a. Select Encoding from the View menu.
b. Select Unicode (UTF-8).
Changing Time Format on the Server

To change the time format on your server to display the local time, and offset the
correct time for your locale from the GMT time stored in the database:
1 Select Control Panel from Settings... in the Start menu.
2 Select Regional Options/Regional and language Options.
3 From the Regional Options tab, click Customize.
4 Select the Time tab, then adjust the time format as required.
5 Click OK to save your changes.

Chapter 9 - Localization Adding User Defined Text to the Login Screen
Adding User Defined Text to the Login Screen

You can add user defined text to the Login file using resource.xml.
To add user defined text:
1 On the BDR server, stop the Quality Monitoring Tomcat service.
2 Navigate to <drive>:\Tomcat\webapps\qm.
3 For a server installation: save the resource.xml to a safe location so that it is
available if you later need to revert to the original version of the file.
4 Open the resource.xml file in the <drive>:\Tomcat\webapps\qm location
using an editor, such as Notepad ++, that saves the file using UTF-8 encoding.
5 Locate the strings tag under the appropriate language.
For example, if the language is English, search for <strings xml:lang="en">
or if the language is German, search for <strings xml:lang="de">.
6 Just below the strings tag, locate:

<string res="user-notice"><![CDATA[]]></string>
7 Add the user defined text between <![CDATA[ and ]]>.
This text is HTML, which means you can use HTML formatting tags. For example:
<string res="user-notice"><![CDATA[<font COLOR="#FF0000"><strong>XYZ
Company prohibits any unauthorized access.</strong></font>]]></string>.
8 Repeat steps 5-7 for each language, as required.
9 When done, save the file.
10 Restart the Quality Monitoring Tomcat service to view your change.

Appendix A
Configuration Quick
Reference
This appendix presents the fields, options, and commands available in the
System Administrator application.
Components:
CTI Adapters on page 151
Data Connections on page 189
Email Notifiers on page 190
LAN Data Adapters on page 193
Servers on page 195
Sites on page 200
Switches on page 201
Telephones on page 221
Trunk Spans on page 223
Workspaces on page 269
Workstations on page 275
Voice Cards on page 229
Additional:
Custom Attributes on page 277
Custom Events on page 279
Root Settings on page 281
Server Settings on page 289
System Configuration Report on page 292
Appendix A - Configuration Quick Reference
CTI Adapters
After defining, modifying or removing a CTI adapter, including a Quality Monitoring
Refer to the following topics for properties specific to that CTI Adapter type:
z Alcatel (TSAPI) Adapter Properties Page on page 152
z Apropos Adapter Properties Page on page 154
z Aspect Event Bridge Adapter Properties Page on page 157
z Aspect Contact Server (Portal) Adapter on page 155
z Avaya CT TSAPI (CentreVu) Adapter on page 159
z Avaya Predictive Dialer System (PDS) Adapter on page 160
z CallPath Adapter Properties Page on page 163
z Castel Dialer Adapter on page 165
z Cisco ICM (Geotel) Adapter Properties Page on page 166
z Concerto Conversations (Melita/eShare/divine) Adapter Properties Page on page
168
z Concerto Ensemble / Unison (Davox) Adapter Properties Page on page 169
z Concerto Spectrum Transaction Link (Rockwell) Adapter Properties Page on page
170
z Fujitsu Adapter Properties Page on page 172
z Genesys Adapter Properties Page on page 174
z IFConnector Adapter Properties Page on page 176
z CT Connect Adapter Properties Page on page 178
z Interactive Intelligence Adapter Properties Page on page 180
z Mitel MiTAI Adapter Properties Page on page 181
z Meridian MAX Adapter Properties Page on page 182
z Quality Monitoring Connect Adapter Properties Page on page 183
z Symposium TAPI Adapter Properties Page on page 185
z Terminal Services Adapter Properties Page on page 187

Alcatel (TSAPI) Adapter Properties Page

The following table details the elements found on the Alcatel (TSAPI) Adapter
Properties page:

Name A unique name that identifies the CTI Required. Maximum:128
Adapter. characters. Cannot contain “\”
(backslash).
Description The type of CTI Adapter or any Maximum: 255 characters.
additional text or annotation to further
describe the CTI Adapter.
Switch The switch associated with the CTI Required. Configure Switches
Adapter. Choose from the drop-down prior to configuring CTI Adapters.
list.
Server The server on which the CTI Adapter Required.
resides. Choose from the drop-down list. Servers must be configured prior
to configuring CTI Adapters.
Site The site of the CTI Adapter, which Required.
identifies its location in the enterprise. Configure Sites prior to
Choose from the drop-down list. configuring CTI Adapters.
Service ID The internal identifier by which the Maximum: 49 characters.
switch is known to the CTI Adapter's
Server.
Logon ID The logon ID used to access the TSAPI. Required.
Maximum: 47 characters.
Password The password used to access the TSAPI. Required.
TSAPI Version The version of the TSAPI. The options Required
are: Default: Version 6x
Version 6x
Version 5x
DR - Link Interface The interface version used to provide Required.
Version CTI event connectivity between the Default: R 5.0Ux or higher
Quality Monitoring system and the CTI
adapter. The options are:
z R 5.0Ux or higher
z Prior to R 5.0Ux
Start Monitor Delay Creates a delay, in milliseconds, Range: 0 - 10000.

between each request on the switch to Default: 250.
register interest in a device (extension
or pilot number). The delay prevents the
switch from being overloaded.
Logon Application Defaults to the name of the CTI Adapter. Maximum: 128 characters.
Name Change the default name of the
application or delete it.


CTI Event Source Indicates whether or not this adapter Default: checked.
also provides CTI events.
If you are configuring another

adapter (i.e. Genesys) for
getting the CTI Events,
Note:
deselect this check box.
Trace Shows run-time information about what Default: unchecked.

the adapter processes.
Select this option only when

troubleshooting. Use of this
option during normal operation
Note:
negatively impacts
performance.
Debug Shows additional run-time information Default: unchecked.

about what the adapter processes.

Note:
negatively impacts
performance.
Submit Validates the properties, saves any N/A

changes, and closes the page.
Reset Disregards any changes and restores N/A
the previously defined (or default)
values.
Cancel Exits the page without saving any N/A
changes.

Apropos Adapter Properties Page

The following table describes the elements found on the Apropos Adapter Properties
page:

Name A unique name that identifies the CTI Required.
Adapter. Maximum: 128 characters.
Cannot contain “\” (backslash).
Switch The switch associated with the CTI Required.
Adapter. Choose from the drop-down Configure Switches prior to
list. configuring CTI Adapters.
resides. Choose from the drop-down list. Servers must be configured prior
to configuring CTI Adapters.
identifies its location in the enterprise. Configure Sites prior to
Choose from the drop-down list. configuring CTI Adapters.
Host Name The unique host name of the Apropos Required.
Server. Can also be an IP address. Maximum: 63 characters.
Default: Apropos.
Port Number The unique port number on which the Required.
adapter listens for requests. Valid values: 1-65535. Default:
9001.
DNIS The name of the Apropos CTI Dialer Maximum: 255 characters
information field that identifies the
number that the caller dialed.
ANI The name of the Apropos CTI Dialer Maximum: 255 characters
calling number.
Queue Field The name of the Apropos CTI Dialer Maximum: 255 characters
information field that identifies the call
waiting queue.
Trunk Field The name of the Apropos CTI Dialer Maximum: 255 characters
trunk.
Trunk Group Field The name of the Apropos CTI Dialer Maximum: 255 characters
information field that identifies the trunk
group.


Media Type Indicates whether or not this adapter Default: CTI
tracks the following types of media:
z CTI
z Email
z WebChat
Logon Application Defaults to the name of the CTI Adapter. Maximum: 128 characters

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Aspect Contact Server (Portal) Adapter

The following table details the elements found on the Aspect Contact Server (Portal)
CTI Adapter Properties page:

Switch The Aspect switch associated with the Required.
CTI Adapter. Choose from the
drop-down list.


resides. Choose from the drop-down list.
Link Number The Datalink number on the Aspect Required.
Switch. Range: 1 - 30.
Default: 11.
Port The unique port number on which the Required.
adapter listens for requests. Range: 1 - 65535.
Default: 9001.
Host Name The unique host name of the Aspect Required.
Contact Server (Portal) server. Can also Maximum: 63 characters.
be an IP address. Default: witness.
DNIS The name of the Aspect Contact Server Default: DataC.
(Portal) information field that identifies
the number that the caller dialed. Select
an item from the drop-down list, which
includes the following values:
z DataA
z DataB
z DataC
z DataD
z DataE
ANI The name of the Aspect Contact Server Default: DataA.

(Portal) information field that identifies
the calling number. Select an item from
the drop-down list, which includes the
following values:
z DataA
z DataB
z DataC
z DataD
z DataE
Wrap Up Indicates whether the adapter receives Default: checked.

all wrap-up events.
All Agent Groups Indicates whether the adapter receives Default: unchecked.
CTI events for all Agent Groups (defined
on the Aspect switch).
All Trunk Groups Indicates whether the adapter receives Default: unchecked.
CTI events for all trunk groups.



Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Aspect Event Bridge Adapter Properties Page

The following table details the elements found on the Aspect Event Bridge Adapter
Properties page:

Adapter. Choose from the drop-down
list.


Link Number The Data Link Number on the Aspect Required.
Switch. Range: 1 - 30.
Default: 11.
Port The port on which the CTI Adapter Required.
listens for connections from the Aspect Range: 1 - 65535.
Switch. Default: 9001.
Local Machine Name The host name of the Quality Monitoring Required.
server on which the adapter is running. Maximum: 63 characters.
The Local Machine name is Default: witness.
case-sensitive and must match the
hostname of the Quality Monitoring
server, as configured in the Aspect
Configuration application.
DNIS The name of the Aspect Event Bridge Default: DataC.
CTI Adapter information field that
identifies the number that the caller
dialed. Select an item from the
drop-down list, which includes the
following values:
z DataA
z DataB
z DataC
z DataD
z DataE
ANI The name of the Aspect Event Bridge Default: DataA.

CTI Adapter information field that
identifies the calling number. Select an
item from the drop-down list, which
z DataA
z DataB
z DataC
z DataD
z DataE
Use Agent State When checked, causes a “device idle” Default: unchecked.
event to be sent to the BDR server in
place of an “agent state ready” event.



Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Avaya CT TSAPI (CentreVu) Adapter

The following table details the elements found on the Avaya CT TSAPI Adapter
Properties page:

list.
Service ID The internal identifier by which the Maximum: 48 characters.
switch is known to the CTI Adapter's
Server.


Logon ID The logon ID used to access the TSAPI. Required.
Password The password used to access the TSAPI. Required.

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Avaya Predictive Dialer System (PDS) Adapter

Your Avaya Engineer must type the host name and the IP address of the Quality
Monitoring server into the /etc/hosts file on the Avaya Predictive Dialer System
(PDS) or the dialer is unable to receive events. The following table details the elements
found on the Avaya Predictive Dialer System (PDS) Adapter Properties page:


Switch The Aspect switch associated with the Required.
CTI Adapter. Choose from the
drop-down list.
Server The Server on which the CTI Adapter Required.
IOR String A unique identifier also known as a Required. Maximum: 1275
stringified object reference. Quality characters.
Monitoring uses the IOR String to locate
the CORBA services on the remote
dialer. An IOR String is generated by the
Avaya Engineer when the ENSERVER
process is started up on the Avaya
Predictive Dialer System (PDS) with the
‘–I’ command line parameter.
Username The logon name used to access the Required.
CORBA (Common Object Request Broker Maximum: 255 characters.
Architecture) services. Default: orbwsys
Password The password used to access the CORBA Maximum: 255 characters.
services. Default: orbwsys
Dialer Version Identifies the version of the Avaya Required. 11 or 12 or 30.
Predictive Dialer System (PDS). Also Default: 12.
referred to as PDS Version.
Link Checking The interval, indicated in seconds, Required.
Timeout where checking for an active connection Range: 0 - 99999.
between Quality Monitoring and the Default: 30.
dialer is performed. The dialer provides Do not set to lower than 120
an update every 5 to 10 seconds to seconds. Recommended setting:
indicate that it is responding. 180 seconds.
To disable this feature, set to zero.
Dialer IP Address The TCP/IP address of the Avaya Required.
Predictive Dialer System (PDS) in dotted
decimal format.
Dialer Host Name The Host name of the CTI Adapter. Maximum: 255 characters.


Modify Host File Indicates whether to enable the adapter Default: unchecked.
to modify the Windows NT host file. The
host file is used when there are multiple
dialers with the same host name.
When checked, enables the following
items:
z Host File Location
z Temp File Location
Host File Location The path to the file location of the Maximum: 255 characters.
Windows NT host file.
Temp File Location The path to the file location of the Maximum: 255 characters.
temporary (backup) Windows NT host
file.
ORB End Point Specifies how the CTI Adapter connects Maximum: 255 characters.
to the Quality Monitoring server. It
contains the IP address of the Quality
Monitoring server, a return port Make sure the dialer
number, and a portspan option that has an entry for the
limits the number of ports used. The IP hostname in the
Note:
address MUST be set to the correct IP

for the Quality Monitoring server. /etc/hosts file located
on the dialer.
If multiple dialers are

used, multiple adapters
must be configured for
Note:
each dialer. Each

adapter must have
unique ports with no
overlapping portspans.
Use Dotted Decimal Forces both ends of the CORBA services Required: on V12 dialers.
(CTI Adapter and Quality Monitoring) to Optional: on V11 dialers.
use IP addresses for communication
rather than hostnames. Helps to
eliminate some of the issues associated
with hostname resolution in complicated
environments.
Device Type Specifies the type of data stored in the Optional: values are Extension,
Device ID field. Agent ID, and Default
Interface Path Location of the ADInterface.exe binary Required.
and the ACE Tao dlls. Typically, this is
QM\AvayaDialer.
Ignore Logon Logoff Forces the CTI Adapter to ignore agent Optional.
logon and logoff events. Default: Unchecked.


Log Detail Specifies the level of detail to be output Optional: Range 0 - 4 with 4
to the log. specifying the most detail.
Level 4 can impact

speed of the dialer. Use
level 4 for durations of
Note:
30 minutes or less.
Append Signals that the log file should append Optional: values are True, False,
rather than overwrite. 1 and 0.
Default: Unchecked.
Disabled Prevents the Adapter from initiating Optional: values are True, False,
communications. Allows you to disable 1 and 0.
an Adapter without deleting the Default: Unchecked.
configuration.
Show Shows the AD Interface for debugging Optional: values are True, False,
purposes. 1 and 0.
Default: Unchecked.
CallPath Adapter Properties Page

The following table details the elements found on the CallPath Adapter Properties page:

list.


CallPath Server The unique host name for the CallPath Required.
server. Maximum: 255 characters.
Default: CPServer.
Switch Number The internal identifier by which the Required.
switch is known to the CallPath server.
Select one from the drop-down list.
Disaster Recovery If an unrecoverable error occurs, the Default: checked.
Attempt adapter obtains the CallPath Server
name from a run-time configuration file
created by the CallPath client instead of
obtaining the CallPath Server from
System Administration.
Query ACD Obtains from the CallPath Server a list Default: unchecked.
of logged-on agents by skill set (Hunt
group).

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Castel Dialer Adapter

The following table details the elements found on the Castel Dialer Adapter Properties
page:

list.
Port The port number on the dialer to which Required.
the adapter connects. Range: 1 - 65535.
Default: 9510.
Host Name The host name of the dialer. Required.
Ignore Logon/Logoff When checked, forces the Adapter to Default: unchecked.
Events ignore agent logon and logoff events.
Heart Beat Timeout The amount of time to wait for dialer Required.
(seconds) events before shutting down the Range: 0 - 65535.
adapter.
Device Type Identifies the device type used in Required.
events. Select from the drop-down list, Default: Default.
which includes the following values:
z Default
z Extension
z AgentID



Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Cisco ICM (Geotel) Adapter Properties Page

The following table details the elements found on the Cisco ICM (GeoTel) Adapter
Properties page:

list.
Server Side A Host name or IP address of the primary Required.
Cisco ICM (GeoTel) server. Maximum: 127 characters.


Server Side B Host name or IP address of the backup Maximum: 127 characters.
Cisco ICM (GeoTel) server.
Port Side A Connection port on the primary Cisco Required.
ICM (GeoTel) server. Range: 1 - 65535.
Default: 1.
Port Side B Connection port on the backup Cisco Range: 0 - 65535.
ICM (GeoTel) server. Default: 0.
Client ID Login name used to access the Cisco Required.
ICM (GeoTel) server. Maximum: 63 characters.
Client Password Password used to access the Cisco ICM Optional.
(GeoTel) server. Maximum: 31 characters.
Heart Beat Creates an interval between Default: checked.
“heartbeats” (i.e., open communication
link between the Quality Monitoring
server and the Cisco ICM (GeoTel)
server over which communication is
verified periodically).

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Concerto Conversations (Melita/eShare/divine) Adapter

Properties Page
The following table details the elements found on the Concerto Conversations
(Melita/eShare/divine) Adapter Properties page:

list.
Host Name The unique host name for the Concerto Required.
Conversations (Melita/eShare/divine) Maximum: 127 characters.
server. Can also be an IP address. Default: Divine.
Port The port on which the CTI Adapter Required.
listens for connections from the switch. Range: 1 - 65535.
Default: 6092.
Record Preview Allows agent preview work (before the Default: unchecked.
interaction actually begins) to be
captured.
NOTE: Select this option only when
troubleshooting. Use of this option
during normal operation negatively
impacts performance.

Concerto Ensemble / Unison (Davox) Adapter Properties Page

The following table details the elements found on the Concerto (Davox) Adapter
Properties page:

list.
adapter listens for requests. Range: 1 - 65535.
Default: 4252.
Host Name The unique host name of the Concerto Required.
Ensemble / Unison (Davox) Server. Can Maximum: 127 characters.
also be an IP address. Default: UNISON.
Determine the number Configures the adapter to pass to the Default: unchecked.
dialed Quality Monitoring BDR Server the
number dialed by Concerto Ensemble /
Unison (Davox). Use of this feature
requires:
z Concerto Unison 6.0 or later, or Concerto
Ensemble 3.0 or later.
z Configuration on the dialer to pass the
following fields to the adapter: “Indicator”,
“Phone0”, “Phone1”, etc. Refer to the
Concerto Ensemble / Unison (Davox)
documentation for help on passing the
above fields.
Ignore Stop and Start Indicates whether to ignore the start Default: unchecked.
Recording Events and stop record events sent through the
adapter to Quality Monitoring.
Device Type Indicates the type of device, e.g., agent Default: Default.
identifier or telephone extension,
referred to in the Concerto Ensemble /
Unison (Davox) event.



Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Concerto Spectrum Transaction Link (Rockwell) Adapter

Properties Page
The following table details the elements found on the Concerto Spectrum Transaction
Link (Rockwell) Adapter Properties page:

list.


Host Name Unique host name of the Transaction Required.
Link server. Can also be an IP address. Maximum: 31 characters.
Port Unique port number on which the Required.
Transaction Link server listens. Range: 1 - 65535.
Default: 9000.
Time Out Number of milliseconds to wait before Required.
shutting down if no messages are Range: Greater than zero.
received. Default: 3600.

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Fujitsu Adapter Properties Page

The following table describes the elements found on the Fujitsu Adapter Properties
page:

list.
Host Name The host name or IP address of the Required.
Intelliserver. Obtain this value from Maximum: 255 characters.
Intelliserver customer support.
Intelliserver listens for requests. Obtain Maximum: 255 characters.
this value from Intelliserver customer
support.
Network connectivity must exist
between the Quality Monitoring server
and the specified Host Name
(Intelliserver) and Port.
DNIS Length This field is not used and is kept for Range: 0 - 9999.
legacy integrations.
Timeout (in seconds) The interval before the adapter shuts Range: 0 - 9999.
down, restarts, and attempts to
reestablish a connection.
PBX Name The name assigned to the PBX Maximum: 255 characters.
equipment. Obtain this value from
Intelliserver customer support.


Device Type Specifies the device type value sent in Default: Default.
the “deviceId” field to the BDR Server.
Select an item from the drop-down list,
which includes the following values:
z Default
z Extension
z AgentID
When set to “Default” the adapter
automatically determines the device
type.
(milliseconds) between each request on the switch to

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Genesys Adapter Properties Page

The following table details the elements found on the Genesys Adapter Properties
page:

list.
TServer Name The name of the primary Genesys Required.
Server where the CTI Adapter resides. Maximum: 127 characters.
NOTE: Your environment can also have The primary TServer name must
an optional, secondary TServer not be the same as the
configured, which is used if the primary secondary TServer name (if
TServer is unavailable or fails. Refer to configured). If you use the same
Genesys Secondary TServer Properties name for both TServers, you
on page 176 for more information. cannot use the secondary
TServer.
TServer Host Name The network name of the primary Required.
Genesys Server where the CTI Adapter Maximum: 127 characters.
resides.
TServer Port The port on which the primary TServer Required.
listens for connections from the switch. Range: 1 - 65535.
Default: 1.
Application Name Identifies the key (section name) in the Maximum: 127 characters.
Genesys configuration file (tserver.cfg)
that holds the configuration settings for
the Genesys application from which the
CTI Adapter is to get events.
Application Password The password used to log on to the Maximum: 127 characters.
Genesys Server.


Media Type Designates the type of customer Default: CTI.
interaction generating events. Select an
item from the drop-down list, which
z Email
z Chat
z CTI

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Genesys Secondary TServer Properties

You can configure a secondary TServer, which is used when the primary TServer is
unavailable or fails. When the primary TServer becomes available, the system begins
using it again.
Custom Custom Property Description Restrictions

Property Value
Name
FailoverServer TServer Name The name of the secondary Required.
Name Genesys Server where the Maximum: 255
CTI Adapter resides. characters.
NOTE: The secondary TServer
name must not be the same as
the primary TServer name. If
you use the same name for both
TServers, the use of the
secondary TServer does not
work.
FailoverServer TServer Host Name The network name of the Required.

HostName secondary Genesys Server Maximum: 255
where the CTI Adapter characters.
resides.
FailoverServer TServer Port The port on which the Required.
Port secondary TServer listens for Range: 1 - 65535.
connections from the switch.
All custom properties are required. If any one of the above custom properties
has a blank value, the use of the secondary TServer does not work.
Note:
IFConnector Adapter Properties Page

IFConnector is the Integrated Framework connector adapter. The following table
details the elements found on the IFConnector Adapter Properties page:

list.


Port The unique port number on the Required.
Integration Service to which the Quality Range: 1 - 65535.
Monitoring Adapter will connect. Default: 3082 (v7.8.1 or older
recorder)
Default: 3080 (v 7.8.3 or v11
recorder).
Hostname The unique host name of the Server. Required.
Can also be an IP address. Maximum: 127 characters.
Default: IFServer.
DataSourceName Enter the server name or IP address of Required.
the data source. Maximum: 127 characters

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

CT Connect Adapter Properties Page

The following table details the elements found on the CT Connect Adapter Properties
page:

list.
Network Type Defines the type of connection used to Required.
connect to the CTI Adapter host. The Default: TCPIP.
network type is closely related to, and
must be consistent with, the IP address
provided. Select a network type from
the drop-down list box containing the
following types:
z TCPIP
z NTEBIOSNETBEUI
z NOVELLSPX
z DECNET
z NETBIOSTCPIP
z NAMEDPIPES
Switch Logical The logical identifier for the switch. The Required.
Identifier identifier must match the 'Logical Maximum: 15 characters.
Identifier' for the 'Switch Link', as
configured on the CT Connect server.
Refer to your CT Connect documentation
for more information about these fields.
Devices per Channel Determines the number of logical Required.
connections made by Quality Monitoring Range: 1 - 998.
to the CTI Adapter server. Modify this Default: 150.
setting only if the adapter performs
poorly using the default setting.
CT Connect Server The name of the CT Connect Server Required.
Name where the CTI Adapter resides. Maximum: 15 characters.


Heart Beat Creates an interval between Default: 0.
“heartbeats” (that is, open
communication link between the Quality
Monitoring server and the CT Connect
server over which communication is
verified periodically).

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Interactive Intelligence Adapter Properties Page

The following table details the elements found on the Interactive Intelligence CTI
Adapter Properties page:

list.
EIC Server EIC (Enterprise Interactions Center) Required.
server to which the adapter connects. Maximum: 63 characters.
Use a single name, not the

fully qualified host name, e.g.,
“eicserver”.
Note:
EIC Logon The logon ID used to access the EIC Required.

server. Maximum: 20 characters.
EIC Password The password used to access the EIC Maximum: 14 characters.
server.
Workstation Host name of the Quality Monitoring Required.
server. The workstation host name is Maximum: 255 characters.
also configured in the EIC
Administration tool.
Privacy Is End Call Enables the “privacy is end call” feature. Default: unchecked.
When agents click the Privacy button in
the Interactive Intelligence client
application, recording is stopped or
prevented.



Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Mitel MiTAI Adapter Properties Page

The following table details the elements found on the Mitel MiTAI Adapter Properties
page:

list.
Host Name Unique host name or IP address of the Required.
Mitel MiTAI server. Can also be an IP Maximum: 63 characters.
address.


Meridian MAX Adapter Properties Page

The following table details the elements found on the Meridian MAX Adapter Properties
page:

list.
Client ID Identifies the Quality Monitoring Server Required.
to the MAX Event Interface client. Maximum: 16 characters.
Default: MEI_CLIENT.
Port Number Unique port number on which the Required.
Meridian MAX server listens. Range: 1 - 65535.
Default: 44247.


Host Name Unique host name of the Meridian MAX Required.
server. Can also be an IP address. Maximum:127 characters.
Default: MEI.

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Quality Monitoring Connect Adapter Properties Page

The following table details the elements found on the Quality Monitoring Connect
Adapter Properties page:



Quality Monitoring Connect Adapter Range: 0 - 65535.
listens. Default: 3020.
Initial Thread Count Number of concurrent threads that Required.
handle socket connections once the Range: Greater than zero.
connections have been established. Default: 16.
Thread Maximum number of requests that can Required.
Increment Trigger wait in the socket queue before more Range: Greater than Initial
connection threads are added. Thread Count.
Default: 64.
Thread Count Number of connection threads to add if Required.
Increment the request queue grows too large. Range: Greater than zero.
Default: 4.
Maximum Thread Maximum number of connection threads Required.
Count allowed. No new threads are created Range: Greater than Initial
once this thread count has been Thread Count.
reached. Default: 32.
Max Null Determines the maximum percentage of Required.
a voice recording that can contain no Range: 1 - 100.
data for Contact validation. This setting Default: 5.
should be a relatively low number (for
example., 5%).
Max Silence Determines the maximum percentage of Required.
a voice recording that can contain Range: 1 - 100.
silence for Contact validation. This Default: 60.
setting should be a relatively high
number (for example, 60%, to allow for
time spent on hold or other legitimate
periods of silence during a contact).
Record Delay Determines the maximum amount of Required.
time, in milliseconds, allowed between Range: Greater than zero.
the event triggering Contact recording Default: 10.
and the start of the recording for
Contact validation.
Buffer Delay Determines the delay, in milliseconds, Required.
before Contact validation begins. Since Range: Greater than zero.
the system buffers content, the buffer Default: 30.
delay ensures the content is physically
on the disk drive before validation
begins.
Do not configure the delay below the

default setting.
Template Creates a template for events received Maximum: 2,805 characters.
via Quality Monitoring Connect. Do not
use a template unless a specific
integration requires one.


Socket Timeout Determines the time, in milliseconds, Required.
before reads from the socket are Range: Greater than zero.
blocked. Default: 5000.
Valid Export Timeout Determines the time, in milliseconds, Required.
before eRecorder export operations are Range: Greater than zero.
blocked. Default: 2000.
Valid Export Latency Determines the delay, in milliseconds, Required.
for eRecorder export operations. Range: Greater than zero.
Default: 1000.
Use Connection Host Use the host name of the connecting Default: unchecked.
computer as the device name.

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.
Symposium TAPI Adapter Properties Page

The following table details the elements found on the Symposium TAPI Adapter
Properties page:


list.
Symposium TAPI The name of the primary Symposium Required.
Server Name TAPI server where the CTI Adapter Maximum: 255 characters.
resides.
Application Name Identifies the application to which the Required.
TAPI Server is connected, and from Maximum: 255 characters.
which the CTI Adapter receives events. Default: Meridian Link SP

Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Terminal Services Adapter Properties Page

The following table details the elements found on the Terminal Services Adapter
Properties page:

Quality Monitoring Connect Adapter Range: 1 - 65535.
listens. Default: 3022.
Data Connection The data connection associated with this Required.
adapter
To set up an
anonymous terminal
you need to set up the
Note:
logon IDs in Data

connections before you
can select it in the drop
down list.



Note:
negatively impacts
performance.


Note:
negatively impacts
performance.

Data Connections
After defining, modifying or removing a data connection, you must restart the following
services:
Data Connections Properties Page

The following table details the elements found on the Enter Data Connection Properties
page:

Name A unique name that identifies the data Required.
connection. Maximum: 128 characters.
Description The type of data connection or any Maximum: 255 characters.
describe the data connection.
Free Seating Indicates whether your organization Default: checked.
uses a free seating environment. “Free
seating” indicates that an agent does
not have a permanently assigned
workstation. The assignment is
performed dynamically when the agent
logs in.
Data Connection for Enable this option if Full time Recording Default: unchecked.
Audio Server is integrated with the Quality Monitoring
system. This setting is for the
Audioserver.
Leave unchecked for data connections.
Only use this option for a data
connection that is created for Audio
Server playback.
This option is not enabled (unchecked)
by default.
Playback Channel The minimum number of channels Maximum: 6 digits. Default: 0.
Threshold available for playback before an NT
event is issued.


Record Channel The minimum number of channels Maximum: 6 digits. Default: 0.
Threshold available for recording before an NT
event is issued.
Site The site of the data connection, which Required.
identifies the location of the data
connection in the enterprise. Choose
from the drop-down list.
Data Connection Logon IDs Page

The Enter Data Connection Properties - Logon ID page lets you define for Quality
Monitoring the IDs used by agents when logging into the network. The following table
details the elements found on the page:

Single ID The logon ID used by agents when logging on to the company Maximum: 31
network. digits.
Multiple IDs Allows you to identify a range of logon IDs for the data N/A
connection.

Begin Range The first logon ID in the Maximum: 31
range. digits.
Used with End
Range.
End Range The last logon ID in the Maximum: 31
range. digits.
Must be greater
than Begin Range.
Add Creates new logon IDs. N/A
Logon ID list The logon IDs that exist for the Data Connection. N/A
Delete Deletes the selected logon ID(s) in the logon ID list. N/A
Email Notifiers
An e-mail notifier is a software component that allows the Quality Monitoring system to
send messages through Microsoft Outlook. Quality Monitoring can be set up to send
e-mail to certain recipients based upon a Business Rule.
Before notifications can be sent:

z The e-mail admin must create an account on the Exchange server or POP server to
send mail with a client specified account name.
z Appropriate SMTP ports must also be open to enable e-mail to pass through if a
firewall is in place.
z Outlook Express is the only client that can be used to accomplish this, since
Microsoft Security settings in Outlook enable sending e-mail with idsmail32
silently. This is addressed in the following Microsoft articles:
z Outlook Email Security Update Info
(http://www.microsoft.com/presspass/features/2000/jun00/06-08outlook.asp)
z Customizing the Outlook E-mail Security Update
(http://www.microsoft.com/office/ork/updates/97_2000/OutSecUpdate.htm)
Outlook Express must be configured on the BDR server as the default mail client.
Configuring Outlook Express

1 Start Outlook Express. If required, use the startup wizard. You also need to have
the e-mail account and password that was created for you by your e-mail
administrator. Verify that the e-mail account can successfully send e-mail by
sending a test message to a known working account.
2 Set Outlook Express as the default Mail handler.Click the Tools > Options >
General tab. Click Make Default.
3 Configure Security. Click the Tools > Options > Security tab. Remove the check
from the Warn me when other applications try to send mail as me check box
in the Virus Protection section.
4 Configure Read Receipts: Click the Tools > Options > Receipts tab. Remove the
check from the Request a read receipt for all sent messages box in the
Requesting Read Receipts section.
5 Configure Send Settings: Click the Tools > Options > Send tab. Remove the
check from Save copy of sent messages in the 'Sent Items' folder box and
select Send messages immediately in Sending section.
6 Save all changes.
Email Notifiers Properties Page

After defining, editing or removing an email notifier, you must restart the following
services:

The following table details the elements found on the Enter Email Notifier Properties
page:

Name A unique name that identifies the e-mail Required.
notifier. Maximum: 128 characters.
Description The type of e-mail notifier or any Maximum: 255 characters.
describe the e-mail notifier.
Site The site of the e-mail notifier, which Required.
Server The server on which the IDSMail Email Required.
Notifier resides. Choose from the
drop-down list.
For Outlook Express, select the BDR
Server.
Mail System The type of e-mail interface (for Required.
example, MAPI [Microsoft's Messaging Default: Microsoft MAPI.
Application Program Interface]), that
Quality Monitoring uses.
For Outlook Express, select MAPI.
Post Office The domain name or TCP/IP address of Required.
the e-mail server that receives e-mail. Maximum: 30 characters.
Host Name The host name or TCP/IP address of the Required.
IDSMail server. Maximum: 63 characters.
For Outlook Express, select the host
name for the BDR Server.
User name The user name the IDSMail Notifier uses Required.
to log on to the e-mail server. Maximum: 20 characters.
Password The password the IDSMail Notifier uses Required.
to log on to the e-mail server. Maximum: 14 characters.
Recipient Delimiter The character used to separate Required.
recipients in the e-mail “Send To” list. Maximum: 1 character.
For Outlook Express, select the
semi-colon (;).
Exchange Outlook Indicates whether the e-mail system is Default: unchecked.
Based either Microsoft Exchange- or
Outlook-based.
For Outlook Express, leave this setting
disabled (unchecked).

LAN Data Adapters

LAN Data Adapter Properties Page
The LAN Data Adapter configures the LAN card data capture services for the eRecorder
content storage subsystem. On the Enter LAN Data Adapter Properties page, you set
up the properties for a LAN data adapter.
After defining, modifying or removing a LAN Data Adapter, you must restart the
following services:
The following table details the elements found on the Enter LAN Data Adapter
Properties page:

Name A unique name that identifies the LAN Required.
Data Adapter. Maximum: 128 characters.
Description The type of LAN data adapter or any Maximum: 255 characters.
describe the adapter.
Server The server on which the LAN data Required.
adapter resides. Choose from the
drop-down list.
LAN Data Adapter - Sessions List Page

The following table details the elements found on the Enter LAN Data Adapter
Properties - Sessions List page:

New Session
A session is a group of channels with the same usage.
Use the following fields to add session definitions (areas of media capture, events handled,
connections, and so on) to the LAN data adapter:
Name A unique name that identifies the Required.
session. Maximum: 128 characters.


Usage Defines the event for the area. Select an Required.
event from the drop-down list box:
Record at call start - record video
from every contact from the beginning,
whether or not a rule is triggered. This
setting has some use on sites with
redundant resources, where 100%
recording is required or a rule can
trigger at contact end, but the video is
needed for the whole contact. Do not
use this setting if the site does not have
enough resources to record all contacts
at all times.
Record by rule trigger - use channels
for selective video recording only (when
a rule triggers video recording for a
contact). This is the recommended
setting for a video recording channels
group.
Video Playback - use channels for
video playback only.
Audio Playback - use channels for
audio playback via computer speakers
only.
Max Connections Max Connections means the number of Required.
channels in the group. When you have 1 Default: 1.
channel only (max connections value is
1), you cannot record video for 2
contacts at the same time.
Defines the maximum number of
sessions handled for the area.
Double-click to edit.
Delete Session Deletes the selected session. N/A
Data Connections The data connection to which the LAN N/A
data adapter belongs. Choose from the
drop-down list.
Session List
Lists any sessions already defined for the LAN Data Adapter. Use the list to review sessions, edit
existing sessions, or select sessions for deletion.
Delete
Deletes any sessions selected in the Session List.
Submit
Validates the properties, saves any changes, and closes the page.
Reset
Disregards any changes you have made and restores the previously defined (or default) values.
Cancel
Exits the page without making any changes.

Servers
After defining, modifying or removing a server, you must restart the following services:
Server Properties Page

The following table details the elements found on the Enter Server Properties page:

Name A unique name that identifies the server. Required.
The server name must be the

same as the host name (below).
The server name must not

contain underscores.
Description The function of the server or any Maximum: 255 characters.
describe the server.
Site The site of the server, which identifies its Required.
location in the enterprise. Choose from
the drop-down list.
Host Name You can either use the server name as Required.
the host name or you can type a host Maximum: 63 characters.
name in the field provided if you want to Cannot contain spaces.
use a host name that is different from Always type a host name.
the server name. Do not use the underscore
character (“_”) when defining the
web server’s host name.

Servers - Server Roles Page

The following table details the elements found on the Enter Server Properties - Server
Roles page:
Element Description
BDR When selected this is the server responsible for the management of
Server recording contacts within the database. Assign this role to the machine on
which you chose “Quality Monitoring Server” during installation. The
following properties must be defined for the BDR Server.
BDR Server Description Restriction

Property
LMPS Socket Port The port the Playback client uses Required.
to connect to the LMPS Server Range: 1024 -
using TCP/IP. 65535.
NOTE: Always set the Socket

Port to 3000.
Search Server When selected, indicates that the server is assigned the role of Search
Server. Assign this role to the machine on which you chose “Quality
Monitoring Server” during installation.
Search Server Description Restriction

Property
Search Socket Port Specify the port number used to Required.

communication with the search Default is 1244.
server.
Web Server When selected, indicates that the server is assigned the role of Web Server.
Assign this role to the machine on which you chose “Web Server” during
installation.

Element Description
eRecorder Master When selected, indicates that the server is assigned the role of eRecorder
Node Master Node Server or eRecorder Server. Assign the eRecorder role to each
Server NT Server on which you chose “eRecorder Server” during installation. The
or following properties must be defined for the server:
eRecorder Server
eRecorder Description Restriction
Property
Content Path Defines the full path or URL None.
where content used during
Playback is stored.
The URL should point to the
Content root directory (the
directory shared with the name
Content) and should be
formatted as follows:
\\server\Content
Export AVI Path The full path or URL where None.
content used during export is
stored.
Disk Space Threshold The minimum amount of disk Required.
space, in kilobytes, remaining on Range: 0 -
the server before the system 9999999999.
administrator is alerted. Default: 5242880
kilobytes.
Reporting Frequency The interval, in seconds, at which Required. Range:
the server reports that the 0 - 999. Default:
minimum disk space threshold 600.
has been reached.

Element Description
Command Server When selected, indicates that the server is assigned the role of Command
Server. Assign this role to the machine on which you chose “Quality
Monitoring Server” during installation. The following properties must be
defined for the Command Server.
Command Description Restriction

Server
Property
Input Rate Interval The interval, in seconds, between Required.
updates to Performance Monitor. Range: 0 -
999999.
Default: 10.
Latency Threshold The threshold, in seconds, for Required.
command processing latency. Range: 0 - 100.
Default: 30.
Num Performance The number of consecutive Required.
Samples threshold violations before an NT Range: 0 -
event is issued. 999999.
Default: 2.
Socket Processors The number of separate Required.
processes that the Server uses to Range: 0 - 999.
handle connections. Default: 5.
Socket Timeout This setting will specify the Required.
timeout value, in seconds, when Range: 10 - 60
the Quality Monitoring client (seconds)
communicates to the Command
Server.
Reporting Server When selected, indicates that the server is assigned the role of Enterprise
Reporting Server. Assign this role to the machine on which you chose “Web
Server” during installation.
Reporting Description Restriction

Server
Property
Socket Port When you select this option, you Required.

must specify the Socket Port. Range: 1024 -
This port the Reporting Server 65535.
uses to connect to the Enterprise
Reporting application. The
default Socket Port is 8282.

Quality Monitoring sends a (seconds)
request to Enterprise Reporting.

Element Description
Reporting ETL Server When selected, indicates that the server is assigned the role of the ETL
Server.
Reporting ETL Description Restriction

Server
Property
Socket Port The port the Reporting ETL Required.

Server uses to receive requests Range: 1024 -
from the Quality Monitoring 65535
system. Default: 8282

Quality Monitoring sends a (seconds)
request to the ETL.
Extract Task Name The name given to the extract task for data extraction from the Quality
Monitoring system to be used in the Enterprise Reporting database.
Required.

Sites
After defining, modifying or removing a site, you must restart the following services:
Sites Properties Page

Each site that you create must have a name and should have a description. The
following table details the elements found on the Enter Site Properties page:

Name A unique name that identifies the site Required.
(for example, Albuquerque, London, Maximum: 128 characters.
Amsterdam, and so on).
Description Any additional text or annotation to Maximum: 255 characters.
further describe the site (for example,
an address, contacts, and so on).
City The city where the site is located. Maximum: 64 characters.
State The state where the site is located. Maximum: 64 characters.
values.
Cancel Exits the page without making any N/A
changes.

Switches
After defining, modifying or removing a switch, you must restart the following services:
Refer to the following topics for properties specific to that Switch type:
Alcatel 4400 Switch Properties Page on page 205
Aspect Switch Properties on page 206
Avaya Definity G3/S8300/S8700 Switch Properties Page on page 207
Concerto Spectrum Switch Properties Page on page 208
Ericsson Switch Properties Page on page 210
Fujitsu Switch Properties Page on page 212
Intecom Roaming Agent Switch Properties Page on page 213
Mitel SX2000/3300 Switch Properties Page on page 214
DMS-100 Switch Properties Page on page 216
Meridian1 / Succession Switch Properties Page on page 217
Siemens HiCom Switch Properties Page on page 218
Siemens HiPath Switch Properties Page on page 220
Agent Group Page

You use the Agent Group page to configure the agent groups defined on the switch.
you want to use.
The following table details the elements found on the Agent Group page:

Single ID A unique name that identifies the agent Maximum: 31 digits.
group associated with this switch.
Multiple IDs Allows you to identify a range of agent
group IDs for the switch.
Begin Range
The first group ID in the range. Maximum: 31 digits. Used with
End Range.
End Range
The last group ID in the range. Maximum: 31 digits. Must be
greater than Begin Range.
Add Creates new agent groups. N/A


Agent Group List The agent groups that exist for the N/A
switch.
Delete Deletes the selected agent group in the N/A
agent group list.
values.
changes.
Logon IDs Page

The Logon IDs page lets you define the Quality Monitoring IDs used by agents when
logging on to the telephone system.
you want to use.
The logon IDs properties in the table below apply to all switches.

Single ID The logon ID used by agents when logging on to the Maximum: 31
telephone system. digits.
Multiple IDs Allows you to identify a range of logon IDs for the switch. N/A

Begin Range The first logon ID in the Maximum: 31
range. digits.
Used with End
Range.
End Range The last logon ID in the Maximum: 31
range. digits.
Must be greater
than Begin Range.
Add Creates new logon IDs. N/A
Logon ID list The logon IDs that exist for the Switch. N/A
Delete Deletes the selected logon ID in the logon ID list. N/A

Extensions Page
The Extensions properties in the table below apply to the following switches:
z Alcatel 4400
z Aspect
z Avaya Definity G3/S8300/S8700
z Concerto Spectrum
z Ericsson Switch
z Fujitsu Switch
z Mitel SX2000/3300 Switch
z DMS-100
z Meridian1 / Succession
z Siemens HiCom Switch
z Siemens HiPath Switch
The Extensions page lets you set up extensions on the switch and shows you which
extensions have been assigned to telephones. You can also limit recording on the
extension based upon either of two types of attributes:
Blocked extensions
Designates extensions that should never be recorded (for example, human resources,
executives, and so on). If a contact reaches a blocked extension, the contact is
preserved but recording is terminated.
When Quality Monitoring is integrated with Full time recording, call-based recording
still occurs on blocked extensions. The user is prompted with a warning message
indicating that the system is integrated with Full time recording.
Ignored extensions
Designates extensions where recordings are ignored only if the first call event for the
contact occurs on the extension. Typically, ignored extensions are those dedicated to
the eRecorder Server for use during playback of recorded contacts to prevent
re-recording of contacts.
When Quality Monitoring is integrated with Full time recording, call-based recording
still occurs on ignored extensions. The user is prompted with a warning message
indicating that the system is integrated with Full time Recording.
you want to use.

The following table details the elements found on the Extensions page:

Single Allows you to identify a single extension on the switch. Maximum: 31
Extension digits.
Multiple Allows you to identify a range of extensions on the switch. N/A
Extensions

Begin Range The first extension in the Maximum: 31
range. digits.
Used with End
Range.
End Range The last extension in the Maximum: 31
range. digits.
Must be greater
than Begin Range.
Extension Allows you to limit recording on the extension. N/A
Properties
Element Description
Blocked Indicates whether to block recording on the
extension.
Ignored Indicates whether to ignore contacts initiated
on the extension.
Add Select this option to automatically create telephones when N/A
Telephones you add extensions for simplified system configuration.
using primary
extensions
Add Creates new extensions on the switch. N/A

Extensions The extension numbers available on the switch. Maximum: 31
list digits.
Delete Deletes the selected extension in the Extensions list. You cannot delete
extensions
assigned to
Telephones.

Alcatel 4400 Switch Properties Page

The following table details the elements that are found on the Alcatel 4400 Switch
Properties page:

switch. Maximum: 128 characters.
Description The type of switch or any additional text Maximum: 255 characters.
or annotation to further describe the
switch.
Site The site of the switch, which identifies Required.
its location in the enterprise. Choose
Free Seating Select this option if a free seating Default: checked.
environment is used (that is, extensions
are assigned to agents based upon
where they log into the telephone
system).
Free Seating is always checked when

the Service Observe by Agent ID
(default) is selected.
On Hook Delay The amount of time, in milliseconds, Required.
that a channel must remain “on hook” Range: 0 - 999999.
before it can be reused. Default: 1000.
Off Hook Delay The amount of time, in milliseconds, Required.
that the system waits after the phone is Range: 0 - 999999.
taken off the hook before it dials a Default: 250.
number.
Record Channel The minimum number of channels Required.
Threshold available for recording before an NT Maximum: 6 digits.
event is issued. Default: 0.
Playback Channel The minimum number of channels Required.
Threshold available for playback before an NT Maximum: 6 digits.
Call Follow-up Timer The amount of time to continue Required.
recording the agent's workstation Maximum: 4 digits.
screen after the end of a call. This Default: 0.
enables recording the follow-up work
performed by the agent. The contact To disable follow-up recording,
ends when the timer expires or when leave the default value of 0.
another call is received or placed at the
agent’s workspace, whichever is first.

Aspect Switch Properties

The following table details the elements that are found on the Aspect Switch Properties
page:

Switch. Maximum: 128 characters.
switch.
number.
agent’s workspace, whichever is first. You can set up an Aspect switch
to automatically send an
AGENT_READY event when a call
ends to stop follow-up recording
immediately.

Avaya Definity G3/S8300/S8700 Switch Properties Page

The following table details the elements that are found on the Avaya Definity
G3/S8300/S8700 Switch Properties page:

Name A unique Name that identifies the Required.
switch.
Service Observe By When using the service-observe Required.
function, you can either use the Default: service-observe by
extension of the telephone (teleset) or Agent ID.
the logon ID of the agent to address the
particular phone.
The preferred method is by extension,

which allows monitoring even when no
one is logged into the ACD (Automatic
Call Distributor).
However, in some environments

service-observe monitoring by extension
is disabled. In such environments, you
must monitor by agent ID.
environment is used, i.e., extensions are
assigned to agents based upon where
they log into the telephone system.


number.


screen after the end of a call. Recording Default: 0.
after the contact ends enable recording
the follow-up work performed by the To disable follow-up recording,
agent. The contact ends when the timer leave the default value of 0.
expires or when another call is received
or placed at the agent’s workspace,
whichever is first.
Service Observe The code that Quality Monitoring must Maximum: 20 characters.
String send the switch in order to monitor
extensions on the switch. If the Hotline options are set for
a card, Service Observe String
must be set to something such
as 0000, so that eRecorder does
not dial it.
Concerto Spectrum Switch Properties Page

The following table details the elements that are found on the Concerto Spectrum
Switch Properties page:

switch.
from the drop down list.


Service Observe By When using the service-observe Required. Default:
function, you can either use the service-observe by Agent ID.
extension of the telephone (teleset) or
particular phone.

which enables monitoring even when no
Call Distributor).

Free Seating Check to indicate that a free seating Defaults to checked.
environment is used (for example,
extensions are assigned to agents based
upon where they log on to the telephone
system).

number.


screen after the end of a call. This Default: 0
enables the recording of the follow-up
work performed by the agent. The To disable follow-up recording,
contact ends when the timer expires or leave the default value of 0.
when another call is received or placed
at the agent’s workspace, whichever is
first.
not dial it.
Ericsson Switch Properties Page

The following table details the elements that are found on the Ericsson Switch
Properties page:

switch.
extension of the telephone (teleset) or AgentID.
the AgentID of the agent to address the
particular phone.

Call Distributor).

must monitor by Agent ID.


Free Seating Check to indicate that a free seating Defaults to checked.
upon where they log on to the telephone
system).
On Hook Delay The amount of time, in milliseconds, Required. Integer; Range: 0 -
that a channel must remain “on hook” 999999.
Off Hook Delay The amount of time, in milliseconds, Required. Integer; Range: 0 -
that the system waits after the phone is 999999.
number.
event is issued. Default is 0.
Call Follow-up Timer The amount of time to continue Required. Integer; Range: 0 -
recording the agent's workstation 9999.
screen after the end of a call. Recording If Unify is scripted to have after
after the contact ends enables recording call work events in a Quality
of the follow-up work performed by the Monitoring with Full time
agent. The contact ends when the timer Recording integrated
expires, when another call is received or environment, set the timer to 0
placed at the agent’s workspace, or to avoid creating two follow-up
when the agent logs off or signals ready video recordings.
to receive another call, whichever is
first.
To disable follow-up recording, leave the
default value of 0.
This option defaults to 0 and does not
appear in the Quality Monitoring with
Full time Recording configuration.
Service Observe The code that Quality Monitoring must Maximum: 20 alphanumeric
String send the Switch in order to monitor characters.
extensions on the Switch.

Fujitsu Switch Properties Page

The following table details the elements that are found on the Fujitsu Switch Properties
page:

switch.
extension of the telephone (teleset) or Extension.
particular phone.

which enables monitoring even when no
Call Distributor).

upon where they log into the telephone
system).

number.


screen after the end of a call. Recording Default is 0.
after the contact ends enables recording
expires, when another call is received,
whichever is first.
String send the switch in order to monitor Default: 119.
extensions on the switch.
If the Hotline options are set for
not dial it.
Intecom Roaming Agent Switch Properties Page
This switch does not support station-side recording

Note:
The following table details the elements that are found on the Intecom Roaming Agent

switch.
number.


Playback Channel The minimum number of channels Required,
expires, or when another call is received
whichever is first.
not dial it.
Mitel SX2000/3300 Switch Properties Page

The following table details the elements that are found on the Mitel SX2000/3300

switch.


extension of the telephone (teleset) or Extension.
particular phone.

Call Distributor).

system).

number.


screen after the end of a call. Recording Default: 0.
whichever is first.
String send the switch in order to monitor Default: 119.
extensions on the switch.
If the Hotline options are set for
not dial it.
DMS-100 Switch Properties Page

The following table details the elements that are found on the DMS-100 Switch
Properties page:

switch.
number.


not dial it.
Meridian1 / Succession Switch Properties Page

The following table details the elements that are found on the Meridian1 / Succession

switch.
from the drop down list.
system).
number.


Call Follow-up Timer The amount of time to continue Required. Maximum: 4 digits.
recording the agent's workstation Default: 0.
screen after the end of a call. This
enables recording the follow-up work To disable follow-up recording,
performed by the agent. The contact leave the default value of 0.
ends when the timer expires, or when
Siemens HiCom Switch Properties Page

The following table details the elements that are found on the Siemens HiCom Switch
Properties page:

switch.
Service When using the service-observe Required.
Observe By function, you can either use the Default: service-observe by
particular phone.

Call Distributor).



system).


number.
Call Follow-up Timer The amount of time to continue Required. Maximum: 4 digits.
recording the agent's workstation Default: 0.
screen after the end of a call. Recording
after the contact ends enables recording To disable follow-up recording,
the follow-up work performed by the leave the default value of 0.
agent. The contact ends when the timer
whichever is first.
String send the switch in order to monitor If the Hotline options are set for
extensions on the switch. a card, Service Observe String
not dial it.

Siemens HiPath Switch Properties Page

The following table details the elements that are found on the Siemens HiPath Switch
Properties page:

switch.
particular phone.

Call Distributor).

system).

number.


whichever is first.
String send the switch in order to monitor If the Hotline options are set for
extensions on the switch. a card, Service Observe String
not dial it.
Telephones
Telephone Properties Page
The following table details the elements found on the Telephone Properties page:

telephone. Maximum: 128 characters.
Description A description of the phone (for example, Maximum: 255 characters.
type of phone, location, workspace
designation), or any additional text or
annotation to further describe the
telephone.


Switch The Telephony Switch associated with Required.
the telephone. Selecting the switch
determines the extensions which are
available.
Because extensions are switch-based,

when changing a telephone's related
switch or assigning a related switch to a
new telephone, the system warns you
that you are about to remove all
extensions for the telephone.
The Intecom switch does not require

that you set extensions. If you select
this type of switch, all other options are
grayed out.
Set Primary Extension Shows the Set Telephone Primary Required.
Extension page. Accessible only when creating a
telephone.
Set Secondary Shows the Set Telephone Secondary N/A
Extensions Extensions page.
Set Primary Extension Page

The Set Telephone Primary Extensions page lets you designate the primary extension
for this telephone, typically the incoming line.
To change the primary extension, you must delete the telephone definition and
create a new one with the appropriate primary extension.
Note:
The following table details the elements found on the Set Telephone Primary
Extensions page:

Available Extensions The list of available extensions. The Required.
list available extensions are determined by
the switch, specified on the Telephone
Properties page.
Click in a radio button to select that

extension.
Submit Saves the list of extensions and returns N/A
to the previous window.


values.
Cancel Returns to the previous window without N/A
making any changes.
Add Telephone Extensions Page

The Set Telephone Secondary Extensions page lets you assign secondary extension
numbers to the telephone, typically the outgoing lines. The switch, defined on the
Telephone Properties page, determines the available extensions. The following table
details the elements found on the Set Telephone Secondary Extensions page:

Available Extensions The list of available extensions. The An extension can be assigned to
list available extensions are determined by only one telephone.
the switch selected on the Telephone
Properties page.
Click in the check box to add an

extension to the telephone.
Submit Saves the list of extensions and returns N/A
to the previous window.
values.
Cancel Returns to the previous window without N/A
making any changes.
Trunk Spans
After defining, modifying or removing a trunk span, you must restart the following
services:

Types of Trunk Spans

There are four different types of trunk spans available in the Quality Monitoring
system. You specify the type of trunk span to be configured on the Trunk Span
Properties Page. To specify the type of trunk span, you need to check the appropriate
boxes on the Trunk Span Properties Page, as indicated in the following table:
Element Description Dialer Trunk Trunk

Span Check Extension Span
box Check box
Trunk Span Represents a regular trunk span. No No
Dialer Trunk Span Connects a hardware dialer with Yes No
a switch.
Trunk Extension Span Represents a span of trunks that No Yes
appear in the CTI system as
extensions.
Dialer Trunk Represents a span of trunks that Yes Yes
Extension Span appear in the CTI system as
extensions and connects a
hardware dialer with a switch.
Trunk Span Page

When you click Trunk Spans in the left frame, the right frame shows a list of existing
trunk spans.
Procedures
z Creating a trunk span:
1. Click Trunk Spans in the left frame.
2. Click Create.
3. Select the type of trunk span you want to create. The Properties pages for the
type of trunk span you selected opens.
4. Refer to the Trunk Span Properties page for details on completing the properties.
z Editing a trunk span:
1. Click Trunk Spans in the left frame.
2. In the right frame, click the type of span you want to edit.
3. Click Edit.
4. Refer to the Trunk Span Properties page for details on completing the properties.
z Deleting a trunk span:
1. Click Trunk Span in the left frame.
2. In the right frame, click the check box next to the span you want to delete.
3. Click Delete.
4. When the delete confirmation page opens, click Yes.

5. If your database server is restarted, you may see an error message as you try to
create, view, or edit a trunk span. Click OK to close the message, then try the
operation again.
Dependencies
z Configure switches before configuring trunk spans.
z Configure trunk spans before configuring the Dialogic D/480JCT - 2T1 and
DM/V960 - 4T1 Voice Cards.
Trunk Span Properties Page

The following table details the elements found on the Edit E1/T1 Trunk Span Properties
page:

Name A unique name that identifies the trunk Required.
span. Maximum: 128 characters.
Description A description of the trunk span (for Maximum: 255 characters.
example, type of trunk, switch, and so
on), or any additional text or annotation
to further describe the Trunk Span.
Switch The Telephony Switch to which the trunk Required.
span is connected.
Dialer Trunk Span Checking this check box configures a Check the Dialer Trunk Span and
dialer trunk span. the Trunk Extension Span check
boxes to configure a trunk
extension span that connects a
hardware dialer with a switch.
Trunk Extension Span Checking this check box configures Leaving both check boxes
trunk extension span. unchecked allows you to
configure a regular trunk span

Trunk Span Ports Page

The following table details the elements found on the Trunk Span Properties - Ports
page:

Assigning Port Names Allows you to type a range of trunk Must choose one of the three
identifier values to simplify data entry. naming strategies from the
Choose one of the three naming drop-down list.
strategies from the drop-down list:
z Avaya Naming Strategy
z Aspect Naming Strategy,
z Meridian Naming Strategy
For trunk extension spans:
Begin Range:
Type a value for the first extension. For
new trunk extension span, the initial
value of every port is D-channel, which
indicates unassigned trunk channels.
End Range:
Type a value for the last extension.
Port <x> is Data Channel:

Type a value for x, where x is the Data
Channel port number if the trunk is an
ISDN line.
Assign:
Automatically populates the port
numbers starting from the first number
specified incremented by one for the
next port, and ending at the last line.
Port Number Describes the channels available on the Default: Port - <n>, where n is
trunk span. The number of channels is the channel number.
determined by the type. A T1 trunk
provides 24 channels. An E1 Trunk
provides 30.
Port Name The logical identifier of the trunk port. Must be formatted to match the
way that the CTI adapter
presents the trunk port.
values.
changes.

Avaya Naming Strategy

The following table identifies the Avaya Definity G3/S8300/S8700 Trunk Naming
strategy to be entered on the Trunk Span Ports page:

Assign <x> Port Type a value for x, where x is the Port names must be in one of the
Names number of port names. following formats:
z TGxTy: where x is a group number
and y is a member number
z TGTy: where y is a member
number if the No groups radio
button is selected
No Groups Select this radio button if there are no

group numbers in the port names.
Beginning from Type a value for x, where x is the group
TGxTyy for Port number.
Type a value for y, where y is the

member number.
Port <x> is Data Type a value for x, where x is the port
Channel number if the trunk span is an ISDN line
(usually 24 for T1 spans and 30 for E1
spans).
Assign Automatically populates the port
specified and ending at the last line.
Aspect Trunk Naming Strategy

The following table identifies the Aspect Trunk Naming strategy to be entered on the
Trunk Span Ports page:

Beginning from <x> Type a number for the first port in the Must be sequential numbers in
for Port 1 range, where <x> is the number. the Aspect Naming schema.
spans).

Meridian Trunk Naming Strategy

The following table identifies the Meridian Trunk Naming strategy to be entered on the
Trunk Span Ports page:

Use Loop Numbers Type the loop number for the first port. Port names must be in the
following format:
TGTy: where y is a member
number
spans).

Voice Cards
After defining, modifying or removing a voice card, you must restart the following
services:
There are several types of voice cards supported by Quality Monitoring.
Dialogic D/120JCT-LS (Analog) Voice Card Properties Page on page 232
Dialogic D/120JCT-LS (Analog) Passive Span Page on page 233
Dialogic D/160JCT (Resource) Voice Card Properties Page on page 235
Dialogic D/240JCT - T1 Voice Card Properties Page on page 235
Dialogic D/240JCT - T1 Extension Span Page on page 236
Dialogic D/300JCT - E1 Voice Card Properties Page on page 237
Dialogic D/300JCT - E1 Extension Span Page on page 238
Dialogic D/320JCT (Resource) Voice Card on page 239
Dialogic D/480JCT - 2T1 Voice Card on page 240
Dialogic D/480JCT - 2T1 Extension Span Page on page 240
Dialogic D/480JCT - 2T1 Passive Span Page on page 242
Dialogic D/600JCT - 2E1 Voice Card Properties Page on page 246
Dialogic D/600JCT - 2E1 Extension Span Page on page 246
Dialogic D/600JCT - 2E1 Passive Span Page on page 248
Dialogic D/82JCT-U Voice Card Properties Page on page 249
Dialogic DM/V960 - 4T1 Voice Card Properties Page on page 250
Dialogic DM/V960 - 4T1 Extension Span Page on page 250
Dialogic DM/V960 - 4T1 Passive Span Page on page 252
Dialogic DMV1200BTEP/BTEPEQ - as QUAD T1 Voice Card Properties Page on page 253
Dialogic DMV1200BTEP/BTEPEQ - as QUAD T1 Extension Span Page on page 253
Dialogic DMV1200BTEP/BTEPEQ - as QUAD T1 Passive Span Page on page 255
Dialogic DM/V1200 - 4E1 Voice Card Properties Page on page 256
Dialogic DM/V1200 - 4E1 Extension Span Page on page 256
Dialogic DM/V1200 - 4E1 Passive Span Page on page 258
Dialogic DMV1200BTEP/BTEPEQ - as QUAD E1 Voice Card Properties Page on page 259
Dialogic DMV1200BTEP/BTEPEQ - as QUAD E1 Extension Span Page on page 259
Dialogic DMV1200BTEP/BTEPEQ - as QUAD E1 Passive Span Page on page 261

Dialogic DM/V480 - 2T1 - Hiz Voice Card Properties Page on page 262
Dialogic DM/V480 - 2T1 - Hiz Passive Span Page on page 262
Dialogic DM/V600 - 2E1 - Hiz Voice Card Properties Page on page 263
Dialogic DM/V600 - 2E1 - Hiz Passive Span Page on page 264
Music Telecom DAC 16 Voice Card Properties Page 1 on page 265
Music Telecom DAC 16 Voice Card Properties Page 2 on page 266
VTG DSE DL-300x Voice Card Properties Page on page 267
VTG DSE DL-300x Voice Card: Extension Span Page on page 268
VR 1000 (ACR Integration) on page 268
Special Notes on Configuration for Mixed Environments

In mixed environments with Springware voice cards, you must always install the
Springware cards first. To ensure correct configurations of media channels in Quality
Monitoring, you must set up environments with mixed voice cards with the correct
board IDs, both physically on the cards, and in System Administration.
Scenario 1: One SpringWare or One DM3 card

1 Point the rotary switch to 0 to assign board ID 0 to the card.
2 In System Administration, set the Board ID to 0 in the card definition.
Scenario 2: Multiple SpringWare cards

1 Assign board IDs to the cards in ascending order starting with 0.
2 In System Administration, set the Board ID to 0 in the card definition.
Scenario 3: Multiple DM3 cards

1 Note the serial number of each DM3 card and its position on the computer chassis.
2 If the Dialogic service is started, stop the service either from the Dialogic
Configuration Manager (DCM) or from the Windows Service Manager window.
3 Open the DCM.
4 For each card, right-click and select Configure Device.
5 In the pop-up configuration window, select the Physical tab.
6 Note the value of the LogicalID parameter and its corresponding serial number.
7 Use the LogicalID as the board ID for each card, pointing the rotary switch to the
assigned board ID.
8 In System Administration, add the Springware cards in the same order in which you
physically installed them.

9 In System Administration, add the DM3 cards in the same order in which you
10 Ensure that you match the Board ID in each card’s definition with the rotary switch
number in the card.
Scenario 4: Multiple SpringWare and DM3 cards

If the system has a mix of SpringWare and DM3 cards, install the SpringWare cards
before you install the DM3 cards.
1 Configure the SpringWare cards as in Scenario 2. We recommend you start with the
empty PCI slot with the lowest slot number.
2 Note the last assigned board ID, for example, N.
3 Configure the DM3 cards as in Scenario 3. However, instead of assigning the
LogicalID, assign N + LogicalID as the board ID to each DM3 card.
4 In System Administration, add the Springware cards in the same order in which you
5 In System Administration, add the DM3 cards in the same order in which you
6 Ensure that you match the Board ID in each card’s definition with the rotary switch
number in the card.
Configuring HMP/DNI Cards

HMP/DNI cards are configured in System Administration the same way as regular
Dialogic voice cards.
When using HMP/DNI cards, the Dialogic Global Call protocol must be enabled on every
eRecorder server that has such cards.
To verify that the protocol is enabled:
1 Open Run from the Start menu on the eRecorder server.
2 Type regedit in the Open field and click OK.
3 Navigate to the HKEY_LOCAL_MACHINE\SOFTWARE\Witness\eQRecord
registry key.
4 Check the EnableGC setting.
a. If the setting is not present or set to 1, Global Call is enabled.
b. If it is set to 0 Global Call is disabled.

Not Supported
Since the upgrade to the Dialogic 6.0 drivers, the following older voice cards are no
longer supported:
z D/240/PCI
z D/240SC-LS
z D/160PCI
z D/160SC
z D/160SC-LS
z D/300PCI
z D/300SC
z D/320PCI
z D/320SC
z D/480SC-LS
z D/600SC
z D/640SC
Dialogic D/120JCT-LS (Analog) Voice Card Properties Page

The following table details the elements found on the Dialogic D/120JCT-LS (Analog)
Properties page:

Name A unique name that identifies the voice Required.
card. Maximum: 128 characters.
Description The type of voice card or any additional Maximum: 255 characters.
text or annotation to further describe
the voice card.
Server The server on which this voice card Required.
resides. Choose from the drop-down list
of eRecorder Servers.
Board ID The ID number for the voice card in this Required.
server. (Server and Board ID Valid values are 0 - 9 and A - F.
combination must be unique). Choose Default: 0.
from the drop-down list. Board IDs that you assign need
to reflect the physical order in
which the boards are installed on
the server.
Switch The switch associated with the voice Required.
card. Choose from the drop-down list.


Choose span Defines how the span is connected from Required. Provided only when
connection type the voice card to the phone system for creating a voice card.
recording. Select Extension or Passive
Span.
To change an existing voice card's span
connection type, you must delete the
voice card and recreate it.
values.
changes.
Next Validates the properties and displays the N/A
next page of voice card properties.
Dialogic D/120JCT-LS (Analog) Passive Span Page

The following table details the elements found on the Passive Span page:

Usage Defines whether the voice card is used Required.
for recording or playback. For recording, For Extension (Service Observe),
you must select the conditions under never select Record Always. Due
which recording occurs. to the resource limitations of
Choose one of the following from the such a configuration, continuous
drop-down list: recording is not possible.
z Record at Start of Call Default: Record at Business Rule
z Record at Business Rule Trigger Trigger.
z Record Always
Port Number list Allows you to assign a telephone to each N/A

port on the voice card and to specify the
port's capability.
The default capability matches the

usage specified for the voice card. You
can, however, change the record and
playback capability for the individual
port, as necessary.
changes, and closes the window.
values.
changes.

Dialogic D/120JCT-LS (Analog) Extension Span Page

The following table details the elements found on the Extension Span page:

Switch The switch associated with the Span Required.
Pair. Choose from the drop-down list. N/A
COM Port A number identifying the COM port that If switch type is Aspect, required.
corresponds to this voice card.
for recording or playback. For recording, Default: Record at Business Rule
you must select the conditions under Trigger.
which recording occurs.
Choose one of the following from the
drop-down list:
z Playback
z Record Always
Protocol The protocol used by the connection to Required.

the switch. Choose one of the following Default: US R2MF.
options:
z ISDN
z US R2MF If you are using the
z UK Mercury CAS Interactive Intelligence
z Other
adapter with a T1
Note:
If you are using the Interactive protocol, select "Digital

Intelligence adapter with an E1 protocol, Loop Start" as the
select “Other” as the extension span extension span
protocol, then type protocol.
'pdk_us_sw_I3E1_io'.
Signaling Mask Toggles the bit settings that indicate an Default: All bits off.
off-hook condition to the switch.
Check the bits (A, B, C, or D) that

indicates an off-hook condition. The
reverse bit settings indicates an on-hook
condition.
Port Number list Allows you to specify the capability of Default: Both Record and
each individual port on the voice card. Playback (all ports).
values.
changes.

Dialogic D/160JCT (Resource) Voice Card Properties Page

The following table details the elements found on the Dialogic D/160JCT (Resource)
Properties page:

the voice card.
of eRecorder servers.
Board ID The ID number for the voice card in this Required. Valid values are 0 - 9
server. (Server and Board ID and A - F.
to reflect the physical order that
the boards are installed on the
server.
values.
changes.
Dialogic D/240JCT - T1 Voice Card Properties Page

The following table details the elements found on the Dialogic D/240JCT - T1 Properties
page:

the voice card.


the server.
values.
changes.
Dialogic D/240JCT - T1 Extension Span Page


Switch The switch associated with the span N/A
pair. Choose from the drop-down list.
which recording occurs. Choose one of
the following from the drop-down list:
z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:
z Digital Loop Start

protocol, select "Digital
If you are using the Interactive Loop Start" as the
Intelligence adapter with an E1 protocol, extension span
select “Other” as the extension span



condition.
values.
changes.
Dialogic D/300JCT - E1 Voice Card Properties Page

The following table details the elements found on the Dialogic D/300JCT - E1 Properties
page:

the voice card.
the server.


values.
changes.
Dialogic D/300JCT - E1 Extension Span Page


drop-down list:
z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:

protocol, then type
protocol.

condition.


values.
changes.
Dialogic D/320JCT (Resource) Voice Card

The following table details the elements found on the Dialogic D/320JCT (Resource)
Properties page:

the voice card.
the server.
values.
changes.

Dialogic D/480JCT - 2T1 Voice Card

The following table details the elements found on the Dialogic D/480JCT - 2T1
Properties page:

Name A unique name that identifies the Voice Required.
Card. Maximum: 128 characters.
the voice card.
the server.
Choose Span Defines how the span is connected from Required.
Connection Type the voice card to the phone system for
recording. Select Extension Span or
Passive Span.
next page.
values.
changes.
Dialogic D/480JCT - 2T1 Extension Span Page


Switch The switch associated with the span Required.
pair. Choose from the drop-down list. N/A


for recording or playback. or recording, Default: Record at Business Rule
drop-down list:
z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


condition.
values.
changes.

Dialogic D/480JCT - 2T1 Passive Span Page

The following table details the elements found on the Passive Span page.

you must select under what conditions Trigger.
recording occurs. Choose one of the
following from the drop-down list:
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:

Trunk Span The trunk span to which the voice card Required.
is connected. The list only includes trunk
spans that are available for use (not
currently assigned).
Port Number list Allows you to specify the capability of Default: Record Only.
each individual port on the voice card.
Playback capability is not

available for Passive Tap
configurations.
Note:

values.
changes.

Dialogic DM/V600A - 2E1 Voice Card Properties Page

The following table details the elements found on the Dialogic DM/V600A - 2E1
Properties page:

the voice card.
the server.
Passive Span.
next page.
values.
changes.

Dialogic DM/V600A - 2E1 Passive Span Page


z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


configurations.
Note:

values.
changes.

Dialogic DM/V600A - 2E1 Extension Span Page


z Record Always
z Playback

options:
z ISDN
z Other
adapter with a T1
Note:


configurations.
Note:

values.
changes.

Dialogic D/600JCT - 2E1 Voice Card Properties Page

The following table details the elements found on the Dialogic D/600JCT - 2E1
Properties page:

the voice card.
the server.
Passive Span.
next page.
values.
changes.
Dialogic D/600JCT - 2E1 Extension Span Page





drop-down list:
z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


condition.
values.
changes.

Dialogic D/600JCT - 2E1 Passive Span Page


z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:

protocol, then type
protocol.

configurations.
Note:

values.
changes.

Dialogic D/82JCT-U Voice Card Properties Page

The following table details the elements found on the Dialogic D/82JCT-U Properties
page:

Name A unique name that identifies the Voice Card. Required.
Maximum: 128
characters.
Description The type of voice card or any additional text or Maximum: 255
annotation to further describe the voice card. characters.
Server The server on which this voice card resides. Choose Required.
Board ID The ID number for the voice card in this server. (Server Required.
and Board ID combination must be unique). Choose Valid values are 0 - 9 and
from the drop-down list. A - F.
Default: 0.
Board IDs that you assign
need to reflect the
physical order that the
boards are installed on
the server.
Outgoing Line Defines the keystroke required for the voice card to Required.
Button Number obtain an outside phone line.
Service Observe Defines the keystroke required for the voice card to Required.
Button Number send a service-observe command to the switch.
Dialogic D/82JCT-U Voice Card: Extension Span Page


Switch The switch associated with the Span Pair. N/A
recording will occur. Choose one of the
z Playback
z Record Always
each individual port on the voice card. Playback.

Dialogic DM/V960 - 4T1 Voice Card Properties Page

The following table details the elements found on the Dialogic DM/V960 - 4T1
Properties page:

the voice card.
the server.
Passive Span.
next page.
values.
changes.
Dialogic DM/V960 - 4T1 Extension Span Page




z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


condition.
values.
changes.
The Dialogic DM/V960 - 4T1 voice card does not support the Robbed Bit
signaling mode for T1. This card works only for ISDN.
Note:

Dialogic DM/V960 - 4T1 Passive Span Page


z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:

protocol, then type
protocol.

configurations.
Note:

values.
changes.

Dialogic DMV1200BTEP/BTEPEQ - as QUAD T1 Voice Card

Properties Page
The following table details the elements found on the Dialogic DMV1200BTEP/BTEPEQ -
as QUAD T1 Properties page:

the voice card.
the server.
Passive Span.
next page.
values.
changes.
Dialogic DMV1200BTEP/BTEPEQ - as QUAD T1 Extension Span

Page



z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


condition.
values.
changes.
The Dialogic DM/V960 - 4T1 voice card does not support the Robbed Bit
signaling mode for T1. This card works only for ISDN.
Note:

Dialogic DMV1200BTEP/BTEPEQ - as QUAD T1 Passive Span

Page

z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


configurations.
Note:

values.
changes.

Dialogic DM/V1200 - 4E1 Voice Card Properties Page

The following table details the elements found on the Dialogic DM/V1200 - 4E1
Properties page:

the voice card.
the server.
Passive Span.
next page.
values.
changes.
Dialogic DM/V1200 - 4E1 Extension Span Page




z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


condition.
values.
changes.

Dialogic DM/V1200 - 4E1 Passive Span Page


z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:

protocol, then type
protocol.

configurations.
Note:

values.
changes.

Dialogic DMV1200BTEP/BTEPEQ - as QUAD E1 Voice Card

Properties Page
The following table details the elements found on the Dialogic DMV1200BTEP/BTEPEQ -
as QUAD E1 Properties page:

the voice card.
the server.
Passive Span.
next page.
values.
changes.
Dialogic DMV1200BTEP/BTEPEQ - as QUAD E1 Extension Span

Page

pair. Choose from the drop-down list.


z Playback
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:


condition.
values.
changes.

Dialogic DMV1200BTEP/BTEPEQ - as QUAD E1 Passive Span

Page

Pair. Choose from the drop-down list.
z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:

protocol, then type
protocol.

configurations.
Note:

values.
changes.

Dialogic DM/V480 - 2T1 - Hiz Voice Card Properties Page

The following table details the elements found on the Dialogic DM/V480 - 2T1 - Hiz
Properties page:

the voice card.
the server.
next page.
values.
changes.
Dialogic DM/V480 - 2T1 - Hiz Passive Span Page


z Record Always


options:
z ISDN
z Other
adapter with a T1
Note:

protocol, then type
protocol.

configurations.
Note:

values.
changes.
Dialogic DM/V600 - 2E1 - Hiz Voice Card Properties Page

The following table details the elements found on the Dialogic DM/V600 - 2E1 - Hiz
Properties page:

the voice card.


the server.
next page.
values.
changes.
Dialogic DM/V600 - 2E1 - Hiz Passive Span Page


z Record Always

options:
z ISDN
z Other
adapter with a T1
Note:




configurations.
Note:

values.
changes.
Music Telecom DAC 16 Voice Card Properties Page 1

The following table details the elements found on the first Music Telecom DAC 16
Properties page:

the voice card.
the server.
Switch The switch associated with the Voice Required.
Card. Choose from the drop-down list.


Resource Card The Dialogic Resource Card that works Required.
in conjunction with the Music Telecom N/A
DAC 16. Choose from the drop-down
list.
values.
changes.
next page of voice card properties.
Music Telecom DAC 16 Voice Card Properties Page 2

The following table details the elements found on the second Music Telecom DAC 16
Properties page:

for recording or playback. For recording, For Extension (Service Observe),
you must select the conditions under never select Record Always. Due
which recording occurs. Choose one of to the resource limitations of
the following from the drop-down list: such a configuration, continuous
z Record at Start of Call recording is not possible.
z Record at Business Rule Trigger Default: Record at Business Rule
z Record Always Trigger.
Protocol The protocol used by the connection to Required. Default: US R2MF.
the switch. Choose one of the following
options:
z ISDN
z US R2MF
z UK Mercury CAS
z Other
If you are using the Interactive
Intelligence adapter with an E1 protocol,
select "Other" as the extension span
protocol, then type
Port Number list Allows you to assign a telephone to each N/A
port on the voice card and to specify the
port's capability.
The default capability matches the

usage specified for the voice card. You
can, however, change the record and
playback capability for the individual
port, as necessary.


changes, and closes the window.
values.
changes.
VTG DSE DL-300x Voice Card Properties Page

The following table details the elements found on the properties page:

text or notation to further describe the
voice card.
of eRecorder Servers.
Board ID The ID number for the voice card in this Required.
server. (Server and Board ID Valid values are 0 - 9 and A - F.
Board IDs that you assign need to
reflect the physical order that the
boards are installed on the server.
Outgoing Line But- Defines the keystroke required for the Required.
ton voice card to obtain an outside phone
Number line.
Service Defines the keystroke required for the Required.
Observe voice card to send a service observe
Button command to the switch.
Number
Resource Card The voice card that works in conjunction Required.
with the VTG DSE. The resource card
provides voice functionality not
supported by the VTG DSE card. Choose

VTG DSE DL-300x Voice Card: Extension Span Page

The following table details the elements found on the extension span page:

Switch The switch associated with the Span Pair. N/A
for recording or playback. For recording,
you must select under what conditions
recording will occur. Choose one of the
z Playback
z Record Always
Port Number list Allows you to specify the capability of N/A

The default capability matches the usage

specified for the voice card. You can,
however, change the record and playback
capability for the individual port, as
necessary.
VR 1000 (ACR Integration)

You can use a soft voice card and define it as a VR 1000 voice card in system
administration.
Element Description Restriction

Name A unique name that identifies the Voice Required. Maximum: 128
Card. characters.
text or annotation to further describe the
voice card.
Server The server on which this voice card Required. Configure Servers and
resides. Choose from the drop-down list. their Roles prior to configuring
voice cards. Server(s) with only
eRecorder role should be
displayed in the drop down list.
Channels - Playback Total number of channels reserved for Required. Default is 8. CS1K
Playback on this voice card. configuration cannot have
playback channels in QM,
therefore, the value must be
changed to 0.
Channels - Record Total number of channels reserved for Required. Default is 24.
Recording on this voice card.

Element Description Restriction

TCP Port eRecorder listen TCP port. ACR Recorder Required. Default is: 1415
will connect to it.
Switch The switch associated with the Required. Configure Switches
configured extensions, which will be prior to configuring voice cards.
recorded by the ACR Recorder. Choose
Usage Defines the Recording channels usage. Required. Default: Record at
For recording, you must select under Business Rule Trigger.
what conditions recording will occur.
drop-down list:
z Record at Start of Call (Recording starts at
the very first event.)
z Record at Business Rule Trigger (Recording
starts only when a business rule is
triggered.)
z Record Always

Reset Disregards any changes and restores the N/A
previously defined (or default) values.
changes.
For more information, see ACR Selective Recorder, page 327.
Workspaces
In the Quality Monitoring system, a workspace refers to a physical location where an
agent works, such as a cubicle or an office. Quality Monitoring does not record
audio/video content of workspaces that are not associated with agents.
Quality Monitoring associates a workspace with an agent either statically (the
workspace contains a fixed seating device assigned to the agent by a Quality
Monitoring administrator) or dynamically (upon receiving an Agent Logon message for
a workspace device).
Quality Monitoring supports both static or dynamic workspaces. Workspaces of both
types can contain devices (telephones and workstations) that belong to a free seating,
a fixed seating or a mixed environment (where one device belongs to a free seating
system while the other belongs to a fixed seating system).

Workspace Properties
If you want to add multiple workspaces in bulk with a single telephone and/or a single
workstation, see Static Workspace Properties—Bulk on page 270.
If you want to add workspaces with more than one telephone or more than one
workstation, see Static Workspace Properties—Advanced Page on page 272
Static Workspace Properties—Bulk

The following table details the elements found on the advanced Workspace Properties
page:

Site The site of the workspace, which Required.
After you specify the site, all of the
telephones and workstations that have
not yet been assigned to a workspace
appear on the page. You can use the
page controls at the bottom of each
column to view all of the available
telephones workstations.
Description The type of workspace (for example, Maximum: 255 characters.
type of office, location, and so on) or
any additional text or annotation to
further describe the workspace. The
same description is used for all
workspaces created simultaneously.
Telephones This column lists the available Not required.
telephones that can be associated with a Select multiple telephones to add
workspace. multiple workspaces.
You can use the page controls to view all If the workspace has more than
available telephones. one telephone assigned, use
You can select the corresponding Advanced mode.
checkbox to pair the telephone with a
workstation and add it to a workspace.
You can also hide the telephone from
the list to simply bulk workspace
creation.
Remember that the telephones and
workstations are paired in the order
they appear in the list (first selected
telephone is paired with the first
selected workstation, regardless of the
order in which you select the check
boxes). If an extra telephone or
workstation is selected, a workspace will
be created with only one device.


Workstations This column lists the available Not required.
workstations that can be associated with Select multiple workstations to
a workspace. add multiple workspaces.
You can use the page controls to view all If the workspace has more than
available workstations. one workstation assigned, use
You can select the corresponding Advanced mode.
checkbox to pair the workstation with a
telephone and add it to a workspace.
You can also hide the workstation from
the list to simply bulk workspace
creation.
Remember that the telephones and
workstations are paired in the order
they appear in the list (first selected
telephone is paired with the first
selected workstation, regardless of the
order in which you select the check
boxes). If an extra telephone or
workstation is selected, a workspace will
be created with only one device.
Name The workspace name is automatically Required.
created based on the combined Maximum: 128 characters.
telephone and workstation name. For
workspaces with only a single device,
telephone or workstation, the
workspace name matches the device
name.
Submit Validates the properties provides the N/A
option to add devices, such as
telephones and/or workstations, to the
workspace.
Advanced Allows you to create a single workspace N/A
at a time, but the workspace can have
more than one telephone and/or more
than one workstation.
changes.

Static Workspace Properties—Advanced Page

The following table details the elements found on the advanced Workspace Properties
tab:

workspace. Maximum: 128 characters.
Description The type of workspace (for example, Maximum: 255 characters.
type of office, location, and so on) or
any additional text or annotation to
further describe the workspace.
Site The site of the workspace, which Required.
Submit Add telephones and workstations on the N/A
appropriate tabs before you click
Submit.
Validates the properties provides the
option to add devices, such as
telephones and/or workstations, to the
workspace.
values.
changes.
Add Workstations Page

The Workstations tab defines which Workstations reside in the Workspace.
The following table details the elements found on the Workstations tab:
Element Description
Workstations list Shows a list of the workstations that are available to be assigned to a
workspace.
Select one or more workstations to add them to the workspace.
Add Telephones Page

The Telephones tab defines which telephones reside in the workspace.

The following table details the elements found on the Telephones tab:
Element Description
Telephones list Shows a list of the telephones that are available to be assigned to a
workspace.
Select one or more telephones to add them to the workspace.
Workspace Devices Page

The following table details the elements found on the Workspace Devices page:
Element Description
Device List Lists the existing devices assigned to the workspace. Includes the
device name and the device type, such as telephone or workstation.
Remove Devices Click to remove any currently selected devices in the Device List.
Add Telephones Shows the Add Telephones page, which provides the means to select
and add telephones to the workspace.
Add Workstations Shows the Add Workstations page, which provides the means to
select and add workstations to the workspace.
Submit Saves your workspace as currently configured and provides the
option to create or update another workspace.
Reset Disregards any changes and restores the previously defined (or
default) values.
Cancel Exits the page without making any changes.

Exporting Workspace Definitions

You can export the workspace definitions to a Microsoft Excel readable comma
To export workspace definitions, follow these steps:
1 Click Workspace in the left frame. Any currently defined Workspaces are listed in
the right pane.
Importing Workspace Definitions

You can import workspace definitions from a comma separated variable format.
Imported comma separated variable files require the following content:
Workspace_ Workspace_ Telephone_ Telephone_ Workstation Workstation Site

Name Description Name_1 Name_2 _Name_1 _Name_2
Required. Not Not Not Not Not Required.

Maximum Required. required. required. required. required. Must
128 Must Must Must Must exactly
characters. Maximum exactly exactly exactly exactly match an
No spaces 255 match an match an match an match an existing
allowed. characters. existing existing existing existing site.
telephone. telephone. workstation workstation
NOTE: .
Although
the field
can be
blank, the
heading
must exist
in the
comma
separated
file or the
import will
fail.
If the import file has a workspace name that exactly matches an existing entry in
Quality Monitoring, the workspace is not added. Also, if the assigned telephones and
workstations currently belong to another workspace in System Administration, the
system will not import and create the new workspace.
If there are any errors, the workspace will remain in the Import Workspace table.
To import workspace definitions, follow these steps:
1 Click Workspaces in the left frame. Any currently defined Workstations are listed
in the right pane.

2 Click Import. The Import Workspaces page opens.

Open.
z Click Submit to add the workspaces. you can view the number of created records
and records with errors in the Create and Error fields. Any records that match
existing workspaces in the system are not created.
z Click Reset to clear the loaded csv file.
Workstations
Workstation refers to any computer functioning as a Quality Monitoring client. The
workstation is configured to run the Quality Monitoring system for recording and/or
playback of customer contacts. Typically an agent uses the workstation while providing
customer service; however, supervisors may also use the workstation while monitoring
or reviewing contacts.
You can create more than one workstation at a time. To create a single workstation,
leave the Begin and End Sequence Range fields blank. To create multiple workstations
simultaneously, add values to the Begin and End Sequence Range fields.
For example, if you want to add 10 workstations with a base name of CallCenter, type
01 in the Begin Sequence Range and 10 in the End Sequence Range field, select Suffix
and click Create to create the following workstations:
z CallCenter_01
z CallCenter_02
z CallCenter_03
z CallCenter_04
z CallCenter_05
z CallCenter_06
z CallCenter_07
z CallCenter_08
z CallCenter_09
z CallCenter_10
The thin client workstation can be either Named or Anonymous.

Workstation Properties Page

On the Enter Properties to create Workstations page, you establish the settings for a
specific client computer. The following table details the elements found on the Enter
Properties to create Workstations page:

OS Platform Specifies the workstation's operating Required.
system. Select one of the following
NOTE: You must use anonymous terminal allowed options:
services when using NFuse Classic. z Windows Desktop
z Named Terminal Services Terminal
NOTE: Terminal Services requires that you Anonymous Terminal Services
select either Anonymous or Named Terminal. Terminal
Data Connection Use the drop-down list to select the data Required.
connection for the workstation.
You must use the data connection that is
not related to the Quality Monitoring
with Full time Recording integration for
setting up recording and playback.
Base Workstation Type the base name to identify the Required.
Name workstation. Maximum: 128 characters
If you are creating multiple without spaces.
workstations, a number is added to the
base workstation name to create a
unique identifier for each workstation.
The workstation name and the host
name can be the same.
Base Host Name Type the host name for the workstation. Maximum: 128 characters
If you are creating multiple without spaces
workstations, a number is added to the
base host name to create a unique
identifier for each workstation.
The host name and the workstation
name can be the same.
A host name is not required for an
anonymous terminal.
Begin Sequence Use this field only if you want to create Maximum: 1000
Range multiple workstations. Must be lower than the End
Type the lowest number you want to add Sequence Range value.
to the workstation name/host name to
create a unique identifier for the
workstation.
You can use padding zeros to format the
numbers. For example, if you want to
add 100 workstations, you can type 001
in this field and 100 in the End
Sequence Range field to add symmetry
in the resulting workstation names
(such as, workstation_001;
workstation_055; workstation_100 -
rather than, workstation_1;
workstation_55; workstation_100).


End Sequence Range Use this field only if you want to create Maximum: 1000
multiple workstations. Must be higher than the Begin
Type the highest number you want to Sequence Range value.
add to the workstation name/host name
to create a unique identifier for the
workstation.
Prefix Select Prefix to add the sequence Default: selected
number before the base name, such as
055_workstation.
Suffix Select Suffix to add the sequence Default: unselected
number after the base name, such as
workstation_055.
Import Workstations Page

You can import workstation definitions from a comma separated file format. Imported
comma separated files require the following content:
Workstation_Name Host_Name Operating_System Data_Connection
Required. Not required. Required. Required.

Maximum 128 Maximum 128 Must exactly match an Must exactly match an
characters. characters. existing value: existing value as
No spaces allowed. No spaces allowed. z Windows Desktop specified in the Data
z Named Terminal Connections area of
Services Terminal System
z Anonymous Terminal Administration.
Services Terminal
If the import file has a workstation or host name that exactly matches an existing entry
in Quality Monitoring, the workstation is not added. If there are any errors, the
workstation will remain in the Import Workstation table.
Export Workstations
You can export workstation definitions from System Administration into a Microsoft
Excel comma separated variable format (csv).
Custom Attributes
After defining, modifying or removing custom attributes, you must restart the Quality

Custom Attributes Page

The following table details the elements found on the Custom Attributes page.
Do not delete the custom attributes ContactStore.INUM_SCREEN and

ContactStore.INUM_ VOICE. These two custom attributes are used for
ContactStore Plus integrations.
Note:
Do not delete the custom attribute WorkforceOptimization.RecordingType. This

custom attribute is used for Workforce Management integrations. For detailed
instructions on integrating Workforce Management, refer to the Package
Note:
Integration Guide. Do not delete ContentType attribute. It is required for

Pause/Resume functionality.

System Name Provide the name for the attribute. Required.
Alphanumeric and the
Editable only if the Business Rules Underscore. Maximum 128
Editable option is selected. characters.
Visible Indicates whether the attribute displays Default: selected.
in the Customize Columns window and
the Search window for contacts.
Business Rule Determines whether custom attributes Default: selected.
Editable display in the attributes list on the
Condition tab for a business rule.
Display Name Provide a display name for this Maximum 128 characters.
attribute.
Editable only if the Business Rules

Editable option is selected.
Tooltip Provide a meaningful description for the Alphanumeric. Maximum 255
attribute that displays when a cursor is characters.
passed over the attribute.

Renderer Select the attribute type. N/A


Custom Events
The Custom Events page provides the ability to define contact events generated by
third-party applications such as e-mail, web chat, and so on, and send contact events
to Quality Monitoring using the Quality Monitoring Connect Adapter. Unless a product is
integrated with Quality Monitoring, and has the ability to send the defined event, no
action occurs in the Search and Replay feature.
Procedures
z Creating custom events:
1. Click Custom Events in the left frame.
2. Click Create. The Custom Events page opens.
3. Refer to the Custom Events page for details on completing the properties.
4. After defining, modifying or removing custom events, you must restart the Qual-
ity Monitoring BDR Service service.
z Editing custom events:
2. In the right frame, click the custom event that you want to edit.
3. Click Edit.
4. Refer to the Custom Events page for details on completing the properties.
z Deleting custom events:
2. In the right frame, click the box next to the custom event you want to delete.
3. Click Delete.
4. When the delete confirmation page opens, click Yes.

Custom Events Properties Page

The following table details the elements found on the Edit Custom Events page:

Name Provide the event name the third-party Required.
application sends to Quality Monitoring. Alphanumeric.
Description Provide a meaningful description for the Alphanumeric.
event.
Domain Select the category in which the event Required.
occurs.
JRE Settings
You can manage multiple JRE versions using the JRE settings configuration area. This
area allows you to configure JREs that were not part of the original installation.
The ability to add, delete, and configure JREs is a permission that can be added to a
role. By default, the administrator role has this permission.
You can define role permissions in Search and Replay > Admin > Roles. The role is
System Administration Application > Add/Delete/Configure JRE Settings. For more
information, see the Quality Monitoring Search and Replay guide.
Troubleshooting Tips:
1 Make sure your role has the appropriate permission.
Note:
2 Make sure the appscreen.xhtml, IE5.xsl, and IE5s.xsl files are

present and not marked as read-only.
JRE Settings Page

The following table details the elements found on the JRE Settings page:

Name Lists the existing JREs by file name. N/A.
Configured JRE Signifies which is the current JRE N/A.
configured for Quality Monitoring.
Add Use to add new JREs. N/A.


Delete Use to remove JREs from the list. N/A.
Configure Use to change the currently configured N/A.
JRE.
Root Settings
Root settings includes the following property pages:
z General Properties Page on page 282
z Logon Properties Page on page 285
z Client Settings Page on page 286
z Security Settings Page on page 288

General Properties Page

The Root Settings General Settings page contains miscellaneous Quality Monitoring
parameters. The following table details the elements found on the General Settings
page:

Client Debug Type of diagnostic messages displayed in the Java Required.
Level console. This setting should only be changed when Range: 0 - 5.
instructed to do so by your CIC representative. Valid Default: 1.
settings are: After configuring or
changing the Client
Level Name Message Types Displayed Debug Level you must
close the browser, Login,
0 Quiet Mode No Messages and start Search and
Replay.
1 Error Mode Error Messages (Default)
2 Info Mode z Error Messages

z Information Messages
3 Debug z Error messages

(minimum) z Informational messages
z Debug messages
(minimum)
4 Debug z Error messages

(maximum) z Informational messages
z Debug messages
(maximum)
5 n/a Reserved for future use.

Contact Delete Number of minutes between attempts to delete Required. Default: 30
Cycle Time expired contacts. minutes.
(minutes) Time to Purge Export (days). Specify the number of After configuring or
days, from 0 to 9999, you want the system to wait changing the cycle time
before it purges export data. A value of 0 means you must restart the
that the exports will never be purged. Quality Monitoring BDR
Service service.
Time to Purge Number of days, from 0 to 9999, you want the Required.
Export (days) system to wait before it purges export data. A value Default: 0.
of 0 means that the exports will never be purged.
Maximum Indicates the maximum number of active calls Default: 400
Active Call allowed. After configuring or
Count changing the cycle time
you must restart the
Quality Monitoring BDR
Service service.
Single This flag indicates whether the system allows for Default: checked.
Workspace single workspace logon only or multiple workspaces
Logon logon.


System This flag indicates whether or not the System Default: unchecked
Administration Administration Logging feature is enabled.
logging If logging is enabled, the first entry in the log
enabled
indicates which user has enabled logging, along with
the corresponding date and time.
When this feature is active, the logs are saved in the
following location:
.\<Tomcat Install Directory>\webapps\
sysadmin\WEB-INF\logs
A new log is created each day using the following
naming convention:
sysadmin_YYYY_MM_DD.log
For example, sysadmin_2007_09_27.log
Additional audit functionality is available on the
Security page.
Complete auditing information appears in the
Auditor’s Reference Guide.
Allow Default The default password allows new users to access the Default: checked
Password system for the first time. After they access the
system, the new users create a password based on
the password specifications on this tab.
Select this option to assign new users the default
password, "password".
Leave this option blank to have the system
administrator manually assign the temporary, initial
password for the new users.
The system administrator can assign the temporary,
initial password in the User Administration module of
Search and Replay.
WFM This flag indicates whether or not the Workforce Default: unchecked
Integration Management component is enabled
Single Sign-On When you enable WFM Integration, this field Default:
Token Verifier becomes available. Change the WFMServer and port http://WFMServer:port/
values to point to the appropriate server name and wfo/
port number. control/auth_integration
Maximum 128 character
URL.
If Secure Socket Layer is
required, replace http
with https.
eLearning When you enable WFM Integration, this field Default: unchecked
Enabled becomes available. Set this to Yes (select the check
box in Edit mode) to allow access to the eLearning
module from Work Force Management.
eRecorder Specify the socket ports you want the client to use Audio default = 4050.
Media Ports to communicate with the eRecorder for Audio and Video default = 4051.
Video data. The ports are opened on the Quality
Monitoring eRecorders.


QM with Full This flag indicates whether or not the Quality Default: unchecked
time Recording Monitoring with Full time Recording component is
enabled
Contact Viewer These are the settings for Contact Viewer. These Automatically supplied
Settings settings were configured when you integrated with
Quality Monitoring.
Host Specify the Quality
Monitoring server name.
Web Service URL Specify the URL for the
web service.
Username Specify the user name for Default: Service Account
the web service account.
Contacts with Multiple Indicates whether Follow Default: unchecked.
Inums the Call is enabled within
Contact Viewer Settings.
High Volume Indicates whether High Volume Storage is being Default: unchecked.
Storage used. After configuring or
Exists? changing high volume
storage settings you
must restart the
following services:
z Quality Monitoring
eRecorder service
eRecorder audio service
eRecorder video service
z Quality Monitoring BDR
Service
Archive Cycle Time Number of minutes Required if High Volume

(minutes) between attempts to Storage Exists is
archive content of checked.
contacts.
Administrator Email Email address of Required if High Volume
individual responsible for Storage Exists is
responding to problems checked.
with archiving and
restoring of content of
contacts.
Storage Adapter Type Select the type of storage Required if High Volume
adapter used to archive Storage Exists is
the content of contacts. checked.
Options are FILECOPY.

Logon Properties Page

The Root Settings Login Settings page controls login preferences. The following table
details the elements found on the Login Settings page:

Failed Logins Time Number of hours the user must wait to Required.
(hours) try to log on again after exceeding the Default: 24.
Max Failed Logins setting. If Failed
Logins Time is zero: The user's login
would never disable. The user can login
with the correct user name and
password.
Maximum Concurrent Number of separate Quality Monitoring Required.
Logins sessions a user can have (for example, Default: 1.
logging in from multiple workstations).
Maximum Failed Number of failed Logins allowed before Required. Default: 3.
Logins the user's login is disabled. If Failed
Logins Time is not zero, the user must
wait the specified number of hours
before attempting another login.
Password Specify the number of days after which Required.
Inactivity Time (days) a user's password is disabled if the user Default: 90.
does not log in to Quality Monitoring.
The Administrator can enable the logon
ID and reset the password using the
User Administration module in Search
and Replay.
Password Lifetime Number of days after which a user's Required.
(days) password expires and must be changed. Default: 90.
Minimum Password Minimum number of characters required Required.
Length in user's password. Default: 4.
Password Number of days during which a user can Required.
Reuse Time (days) reuse a previous password, within the Default: 365.
confines of the Min Previous Password
parameter. After the number of days has
expired they cannot reuse the
password.
Minimum Number of new user passwords that Required.
Previous Password must be created before a previously Default: 5.
used password is allowed. Previously
used passwords are also limited by the
Reuse Time parameter.
Password Maximum Maximum number of times the same Required.
Repeat character can repeat in a User Default: 2.
Characters password, such as aaaa.


Password Match Indicates whether the user password Default: unchecked.
Login can be the same as the user logon ID.
Password z No Special Password Restrictions Default: No Special Password
Restrictions z Password Requires Both Numbers and Restrictions
Alphabets [Minimal Restriction]
z Password must contain [Enhanced
Restriction]
z Lowercase letters: [a, b, c...z]
z Uppercase letters: [A, B, C...Z]
z Numbers: [0-9]
z Special Characters: [! @ # % ^
& * ( ) _ = + - [] | \ : ; , " ' < >]
Client Settings Page

The Root Settings Client Settings page provides options for configuring port usage
during Live Monitoring and Playback on Search and Replay client workstations. Note
that these settings apply to all Search and Replay users. The following table details the
elements found on the Client Settings page:

Agent Refresh Rate Sets the default time interval that the Range: 10 - 3600 seconds.
(seconds) system uses to refresh the list of active Default: 30 seconds.
agents. The system refreshes the view
of active agents using this default agent
refresh rate.
Supervisors can also change the agent
refresh rate from this default value for
each logon session. However, the next
time the supervisor logs in, the system
reverts to this default Agent Refresh
Rate.
Extension of Specifies the file extension used when Default: html.
Evaluation File in emailing an evaluation file. Default:
Email html.
Contact Folder Specify whether you want to enable the N/A
contact folder date range filter. This
filter improves contact relevance by
taking the date range into account.


Live Monitor and Specify how client workstations receive Required.
Playback Audio Setup audio: Default: Both (PC Speaker\LAN).
z Phone - If selected, the Audio Dialog will
display during a live monitor or playback
session.
z PC Speaker\LAN - If selected, the Audio
Dialog will not display during a live monitor
or playback session.
z Both (Phone and PC Speaker\LAN) - If
selected, the Audio Dialog will display
during a live monitor or playback session.
Configuration Folders Specify where to store log, content and N/A

playback files on the client workstation.
Playback Settings
Log Folder User Temp Folder - select this checkbox Windows folder path.
to use the default user temporary folder Default: User Temp Folder as
as defined on the client computer. defined on the client computer
If you chose not to use the user temp
folder, specify a location for log files on a
Content Folder User Temp Folder - select this checkbox Windows folder path.
to use the default user temporary folder Default: User Temp Folder as
as defined on the client computer. defined on the client computer
If you chose not to use the user temp
folder, specify a location for the Player
content files to reside on a Supervisor
workstation.
Playback Folder Specify a libraries folder location for Windows folder path.
playback files on a supervisor Default: .\Program
workstation. Files\Java\<jre version>\bin on
the client computer
Spell Check Settings
Dictionary Folder Specify a dictionary folder for use with Required.

the Spell Check feature. Variable requires valid system
Choose either Use System Variable variable.
and specify the variable or User Home Default: User Home Folder as
Folder and specify the dictionary folder. defined on the client computer
Properties Folder User Home Folder - select this checkbox Windows folder path.
to use the default user home folder as Default: User Home Folder as
defined on the client computer. defined on the client computer
If you chose not to use the user home
folder, specify a location for the
properties information to reside on a

Security Settings Page

Before you make changes to this page, refer to the Quality Monitoring Security
Administration Guide:

Secure Select this option to implement security. Default: unchecked
Communications Refer to the Quality Monitoring
Security Administration Guide
before you change this setting.
Full System Auditing Select this option if you enabled Full Default: unchecked
System Auditing during installation and Refer to the Quality Monitoring
you want to monitor and log all system Security Administration Guide.
activity and user actions. Complete auditing information
appears in the Auditor’s
Reference Guide.
Audit Server If you select Full System Auditing, Fully qualified host name
you must specify the web address of the Refer to the Quality Monitoring
audit server. This server must match the Security Administration Guide.
server specified during installation. Complete auditing information
Reference Guide.
Audit Transfer Limit Specify the maximum amount of audit Default: 1024
(Kb) data (in Kb) that Quality Monitoring will Valid Range: 1 to 9999
send per request. The default value is Refer to the Quality Monitoring
1024. The valid range is from 1 to 9999 Security Administration Guide.
Kb. Complete auditing information
Reference Guide.


Enable Recording Select this option to encrypt all stored Default: unchecked
Content Encryption on recording content data. This option in Refer to the Quality Monitoring
Disk combination with the Data Encryption Security Administration Guide.
option, ensure that the data is secure
whether stored on the server or
transmitted over the network.
Recording Content If you select Enable Recording Refer to the Quality Monitoring
Encryption Options Content Encryption on Disk, you can Security Administration Guide.
specify how you want the encryption to
behave.
The content is encrypted and decrypted
using keys. You can specify how you
want the recorder to behave if the key is
not available; select either Stop
Recording or Record in unencrypted
format.
You can select the key management
provider from the list of available
providers. RSA is the only available key
provider at this time.
Specify the full server name for the key
management provider in the Key
Management Server Name field.
Specify the port number in the Key
Management Server Port field.
Server Settings
The server settings control how the system manages the call events, logs attributes
and communicate with the BDR server.
WARNING
1 Do not modify these settings unless you are directed to do so by a Tier3
representative of Avaya. The setting value is critical for proper functioning
of the system.
2 Please backup the Witness database before you make any change.
3 The BDR Service should be restarted to accept a new setting value.
4 All Quality Monitoring services should be restarted to accept a new WAPI
SocketPort value.

Call Manager
AcceptedFollowupOnly 0 = records video follow-up for every active Required.

contact, regardless of whether video was Default: 1 (see
recorded during the contact or a rule was warning above)
triggered to store the contact.
1 = records video only when logical to do so, such
as when video was recorded during the contact
itself (see note below).
AdherentVoiceRecording 0 = directs the system to switch voice recording Required.

between agent 1 and agent 2 back and forth at Default: 1 (see
the end of a consultation call. It could result in warning above)
voice gaps and lost data.
1 = directs the system to adhere voice recording
with agent 1 as long as possible (see note below).
AllowsIntecomExtensions Quality Monitoring requires “Roaming Extensions” Required.

to be configured as Agent Ids on the Intecom Default: 1 (see
switch. Most Quality Monitoring adapters and warning above)
integrations comply with this requirement.
However, some integrations use Intecom
extensions, rather than agent ids.
0 = directs the system to ignore faulty

information.
1 = directs the system to change device type
from “Extension” to “Agent Id” for every event for
Intecom-type switches.
CreateCallOnConferenced 0 = directs the system to ignore a Conferenced Required.

(see note below).
CreateCallOnHeld 0 = directs the system to ignore a Held event if it Required.

does not match an active call. Default: 1 (see
(see note below).
CreateCallOnQueued 0 = directs the system to ignore a Queued event Required.

if it does not match an active call. Default: 1 (see
(see note below).
CreateCallOnRetreived 0 = directs the system to ignore a Retrieved Required.

(see note below).
CreateCallOnRouted 0 = directs the system to ignore a Routed event if Required.

it does not match an active call. Default: 1 (see
(see note below).

CreateCallOnTransfered 0 = directs the system to ignore a Transferred Required.

(see note below).
DestinationAgentisPrimary This setting alters the Primary Agent definition for Required.
Quality Monitoring contacts that begin with an Default: 1 (see
internal (agent-to agent) call. warning above)
The Primary Agent name is one of the contact

tags in Search and Replay. It is the Primary
Agent, whose video gets recorded at the contact
begin.
0 = defines the Origination-role agent as the

Primary Agent.
1 = defines the Destination-role agent as the
Primary Agent (see note below).
When the contact-creating event does not have
role information, the system assigns the Primary
Agent randomly.
ForceIdleAgentState 0 = directs the system to use agent events only Required.

for updating agent state in the Active Agents Default: 1 (see
display. warning above)
1 = directs the system to set agent state to Idle
when the agent leaves a call. It is necessary when
switches and middleware do not provide agent
state events (see note below).
IgnoreAlertingEvents 0 = directs the system to process Alerting events. Required.

1 = directs the system to disregard Alerting Default: 0 (see
events (see note below). warning above)
MainThreadTimeoutSeconds Sets time limit (in seconds) for processing a Required.

single CTI or API event. Default: 60
The BDR Service shuts itself down (and may (see warning
restart if configured to do so) on this timeout above)
event.
StopRecordingwithBusyonFollowupEv 0 = directs the system to not stop call recording Required.

ent when the system receives a BusyWithFollowup Default: 0 (see
1 = directs the system to stop recording a call
when the system receives a BusyWithFollowup
StopRecordingonLogoffEvent 0 = directs the system to not stop recording a Required.

contact when the system receives a Logoff event Default: 1 (see
contact when the system receives a Logoff event
StopRecordingonNotReadyEvent 0 = directs the system to not stop recording a Required.

contact when the system receives a NotReady Default: 0 (see
contact when the system receives a NotReady

StopRecordingonReadyEvent 0 = directs the system to not stop recording a Required.

contact when the system receives a Ready event Default: 0 (see
contact when the system receives a Ready event
General Settings
DisableAttributesLogging 0 = directs the system to log custom attribute Required.

values. Default: 0 (see
1 = prevents the system from logging custom warning above)
attributes (see note below).
WAPI
SocketPort Defines the port on which to communicate with Required.

the BDR server. Default: 40520
(see warning
above)
The value 1 represents any non-zero value.
System Configuration Report

The system configuration report is an exportable report that contains the following
sections:
Section Definition
Header The report header displays the user who ran the report, the date and
time the report was executed and the report description. The report
description is entered on the System Configuration Report page in
System Administration when the report is exported.
Workspace The workspace section includes the workspace name, the
description, the telephone name, the telephone extension, the
workstation name and the workstation host name.
Site The site section includes the name, description, city and state. Each
site includes the following sub-sections:
Data Connections The data connections sub-section lists the attributes and the logon
IDs for the data connection.
LAN Data Adapters The LAN data adapters sub-section lists the attributes and the
session list for the LAN data adapter. Each session list includes the
session, board usage, maximum connections and data connections.

Section Definition
Servers The server sub-section lists each server name, the server attributes
and the roles for each server, with the appropriate settings for each
role.
Switch The switch sub-section lists the attributes for the switch, all
associated agent groups, all logon IDs, and all extensions. The
extensions list the extension, blocked, ignored and assigned.
Each switch also lists the Voice Cards configured for the switch. Each
voice card includes the name, attributes, extension span attributes,
port configuration and capability.
Workstation The workstation section includes the name, description, host name,
and operating system.
Telephone The telephone section includes the name, description, switch,
primary, secondary for each telephone.
Voice Cards The voice card section includes the name, properties, extension span
properties, port configuration and capability.
Root Settings The root settings section includes the properties from the general
tab, the login tab, the client tab and the security tab.
Server Settings The server settings section includes the call manager settings.
CTI Adapters The CTI adapter section includes the properties for all defined CTI
adapters.
Email Notifiers The email notifiers section includes the defined properties.
Custom Attributes The custom attributes section lists all custom attributes and the
related properties.

Appendix B
Avaya Predictive Dialer

System (PDS)
Configuration
This appendix presents all of the supplementary information required for

configuring the Avaya Predictive Dialer System (PDS):
z Pre-Requisites on page 295
z Limitations on page 295
z Installation Files on page 296
z Dialer Set-up on page 296
z Available Diagnostic Tools on page 296
Appendix B - Avaya Predictive Dialer System (PDS) Configuration
Overview of Process Flow

1 The BDR server launches the ADAdapterD.dll.
2 The ADAdapterD.dll launches the ADInterface.exe.
3 The ADInterface.exe connects to the Avaya Predictive Dialer System (PDS) using
CORBA. All CORBA-specific code is isolated to this interface.
4 Agent and Call events are returned from the Avaya Predictive Dialer System (PDS)
to the ADInterface.
5 The ADInterface.exe translates dialer events into BDR events, and forwards them to
the ADAdapterD.dll.
6 The ADAdpaterD.dll in turn forwards events to the BDR server.
Pre-Requisites
1 You must have network connectivity to the dialer.
2 The dialer must be able to connect to ADInterface by hostname or IP address. You
may need to modify the host file on the dialer.
3 You must have a valid IOR string, logon ID, and password for the Avaya Predictive
Dialer System (PDS).
4 Obtain the fully qualified domain name of the dialer. Typically, this name is
cpu1.<domain>. This information is provided to you by your Avaya representative.
Your non-Avaya representative does not have access to this information.
5 To verify that the EnClient service is running on the dialer, type enclient-S. If you
encounter issues after running this command on the dialer, contact Avaya for
additional technical support.
6 Verify that the Quality Monitoring server is identified in the host file on the dialer.
7 Verify that the Quality Monitoring server can ping the dialer by hostname.
Limitations
For trunk-side recording, a separate CTI server is required for PBX trunk information.
The Avaya Predictive Dialer System (PDS) does not provide PBX trunk information.

Appendix B - Avaya Predictive Dialer System (PDS) Configuration
Installation Files
The following files are part of the installation:
z ADAdapterD.dll
z ADInterface.exe
z Ace.dll
z Tao.dll
z Tao_CosNaming.dll
z Tao_IORTable.dll
z Tao_PortableServer.dll
z Tao_SVC_Utils.dll
The ADAdapterD.dll belongs in the QM folder. The remaining files must reside in a
separate folder. The default folder is QM\AvayaDialer. This folder is required to prevent
conflicts between the versions of Ace.dll and Tao*.dlls used by the BDR server.
Dialer Set-up
The HOSTNAME and IP address of the Quality Monitoring server must be typed into the
/etc/hosts file on the Avaya Predictive Dialer System (PDS). If this information is not
contained in the host file, the EnServer is unable to pass events. Essentially, the
adapter starts up, connects, registers, logs on and begins to wait for events that never
arrive.
Non-Avaya personnel do not have rights to modify the host file on the dialer, or display
the contents of this file. Your Avaya engineer must perform these modifications.
Available Diagnostic Tools

The following table identifies the additional diagnostic tools included in both the
adapter and the interface:
Utility Description
Set log detail = 4 The Interface automatically detects NameService

IOR Strings. It can force the use of IP addresses
rather than hostname resolution. This utility is
useful where network address translation is used.
Catior-f filename.txt This utility help diagnose valid IOR strings. Run
(or filename.ior) CATIOR from the operating system command line.
The filename.txt must contain only the IORString,
all on a single line. Do not include carriage returns
or line feed characters at the end of the line. For
example,
IOR=1234987234234...0000

Appendix C
Network Ports Usage

and Configuration
This appendix presents all of the supplementary information required for

z Overview on page 298
z Client Server Environment on page 298
z Terminal Server Environment on page 302
z Firewall Considerations on page 304
z Other Ports Used on page 308
z Server Registry Settings on page 308
Appendix C - Network Ports Usage and Configuration
Overview
The appendix outlines the correct settings for ports that are used by the Quality
Monitoring system in release 6.5.0 and above. It identifies the network ports used in
the following environments:
z Regular Client Server
z Terminal Server
Refer to the Quality Monitoring Server Infrastructure Guide for more information on the
Quality Monitoring components touched upon in this appendix.
Client Server Environment

This is a regular Quality Monitoring environment where the BDR server and eRecorder
server are installed on one or multiple servers. In this environment, the supervisor
launches the Quality Monitoring application using a web-based browser to connect to a
Quality Monitoring server.
Agent Recording
z The Screen Capture Module is installed on an agent machine and communicates
directly with the eRecorder server for data recording.
z The Agent-Initiated Monitoring (AIM) application is installed on an agent machine
and communicates directly with the BDR server.
Supervisor Client
The supervisor can log on to the Quality Monitoring application and work on the
following applications:
z Search and Replay
z Evaluations
z Reporting

Client Server and Terminal Server Ports

There are a number of ports that are used for communication within the Quality
Monitoring product suite. Some ports are utilized for communication between servers,
and some between client and server. For those communications that occur between
client and server, firewalls may become an issue for remote clients. A firewall may also
be a concern if any of the Quality Monitoring servers are in different locations with a
firewall between them.
The table below describes the ports that the application uses and details the
components that use those ports. Firewalls can be configured to restrict both incoming
and outgoing traffic, and many times are configured with a different set of open ports
for each, so it is important to understand the configuration of the firewall when
considering port requirements for Quality Monitoring.
Quality Monitoring supports NAT environments.
The list below goes over all ports required by the Quality Monitoring application in both
a regular client server and terminal server [thin client] environments.
From To Port Protocol Config. in Comments

Number Application
External Quality 3020 HTTP Y Bi-directional: Y

application Monitoring Subject: Agent, Connection and
Connect Adapter other events, update requests for the
instance BDR Server Applicable for custom
[BDR Server] integrations.
AIM Tray Quality 3021 HTTP Y Bi-directional: Y

Monitoring
Subject: Agent, Connection other
Connect Adapter
events for the BDR Server
instance
[BDR Server]
Terminal Server Quality 3022 HTTP Y Bi-directional: Y

[Either Citirx or Monitoring Subject: Terminal Server Updates
Terminal Server] Connect Adapter Applicable only in Terminal Server
instance environment and Citrix.
[BDR Server]
Quality Command 1001 TCP N Bi-directional: Y

Monitoring Client Server [BDR (NT
Various applications open a
Applications, Server] Registry)
connection to this port to
WFO
communicate with the Command
Applications
Server.
Quality Search Server 1244 TCP/RMI Y Bi-directional: Y

Monitoring Client [BDR Server] Search on the Quality Monitoring
Client opens a connection to this port
to communicate with the Search
Server.


Number Application
Quality BDR Server 3000 TCP Y Bi-directional: Y

Monitoring Client
The Quality Monitoring Client
opens a connection to this port to
communicate with the BDR server
for Live Monitor and Playback.
Quality Web Server 8285 HTTP N Bi-directional: Y

Monitoring Client [BDR Server] (server.xml)
connects to the Web Server using
this port.
Quality Web Server 8443 HTTPS N Bi-directional: Y

Monitoring Client [BDR Server] (server.xml)
connects to the Web Server using
HTTPS protocol using this port.
Quality eRecorder Audio 4050 TCP Y Bi-directional: Y

Monitoring Client Service
Subject: Audio Playback messages
and data.
Quality eRecorder Video 4051 TCP Y Bi-directional: Y

Monitoring Client Service
Subject: Video Playback messages
and data.
Quality Reporting 8282 HTTP Y Bi-directional: Y

Monitoring Client Server
Subject: Quality Monitoring Client
communicate with Enterprise
Reporting.
Quality Reporting 8287 HTTPS Y Bi-directional: Y

Reporting.
Quality Reporting 8383 HTTP Y Bi-directional: Y

Monitoring Client Server: Cognos
Reporting: Cognos
Quality Reporting 8387 HTTPS Y Bi-directional: Y

Monitoring Client Server: Cognos
Reporting: Cognos
Quality Reporting ETL 8282 HTTP Y Bi-directional: Y

Reporting: ETL


Number Application
Command BDR Server 40520 TCP Y Bi-directional: Y

Server,
Subject: Database Change
Sys Admin
Notifications.
eRecorder eRecorder 137, 138 UDP N Bi-directional: N

[in another box]
Microsoft File Shares Ports used by
the eRecorder in a multiple
eRecorder configuration.
eRecorder eRecorder 139, 445 TCP Y Bi-directional: Y

[in another box]
Microsoft File Shares Ports used by
the eRecorder in a multiple
eRecorder configuration.
eRecorder BDR Server 40520 TCP Y Bi-directional: Y

Services
Subject: DSM content status
updates.
eRecorder Audio BDR Server 45010 TCP N Bidirectional: Y

and Video (database)
Subject: Media Channel and DSM
Services
requests.
eRecorder Key Manager 7443 HTTPS N Bi-Directional: Y

Services Server
The eRecorder services connect to
the Key Manager Server to obtain
keys to encrypt/decrypt data at rest.
eRecorder Video Screen Capture 4001 TCP N Bi-directional: Y

Service Module
Subject: Screen Capture Data.
eRecorder Video Screen Capture 4002 TCP Y Bi-directional: Y

Service Service on
Subject: Screen Capture Data of
Terminal Server
Terminal Server sessions.
External eRecorder Audio 1415 TCP Y Bi-directional: Y

Recorder Service
Subject: External recording
[ACR, NCR]
commands and notifications


Number Application
Agent Manager Screen Capture 4004 TCP Y Bi-directional: Y

Module
Subject: Screen Capture Data.
Optional - used for Agent test.
Database ports are not listed for database servers (neither Oracle nor SQL
Server). Database ports are very customer specific. Database ports need to be
open from the BDR Server/eRecorder to the database server.
Note:
Similarly, the necessary ports on the CTI Server need to be opened for the BDR
Server to connect to it via the adapters. This is adapter-specific information
that can be obtained and configured during implementation.
Terminal Server Environment

In a Terminal Server environment, the agent and the supervisor clients are Terminal
Server/Citrix based, and the actual processing occurs on the Terminal Server/Citrix
server. Therefore all client related ports needed for the Quality Monitoring application
to run are located on the Terminal Server/Citrix server. The actual Quality Monitoring
environment can consist of one or more Quality Monitoring servers.
Agent Recording
z The Screen Capture Module and Terminal Service Capture service is installed on
the Terminal Services/Citrix server and communicates directly with the BDR Server
and the eRecorder for data recording.
z The Agent-Initiated Monitoring (AIM) application is installed on the Terminal
Services/Citrix server and communicates directly with the BDR Server.
Supervisor Client
The supervisor can log on to the Quality Monitoring system and work on the following
applications. All of these applications run in the browser executing on the Terminal
Services/Citrix server and connect to the server from that browser.
z Search and Replay
z Evaluations
z Reporting

Terminal Server Network Ports Diagram

The following is a detailed illustration of the Terminal Server environment for a two-
box solution, with one box housing the BDR server, Web server, and Reporting server,
and the other box housing the eRecorder server. The Quality Monitoring servers work
in conjunction with a Citrix/Terminal Services server.

Firewall Considerations
z Communication between the BDR server and the eRecorder server(s): It is much
easier to open up any firewall between these two servers, rather than to open up
all of the ports required for the communication to be successful.
z Connection through a Virtual Private Network (VPN) or trusted network: You must
enable both to communicate through the ports listed in the port description tables.
For more information, see Client Server Environment, page 298.
Windows Vista Firewall Configuration

Windows Vista requires some configuration before you use Live Monitor or playback a
contact. If you are using Windows Vista, do the following on each Windows Vista
machine:
z set ports
z set security rights and options
To set ports:
1 Login as an ADMINSTRATOR user on Windows Vista.
2 From the Start menu, navigate to Control Panel > System and Maintenance >
Administrative Tools.
3 Select Windows Firewall with Advanced Security.

4 Select Inbound Rules in the left panel.
5 Select New Rules in the right panel. The New Inbound Rule Wizard opens.

6 Select Port and click Next.
7 Select TCP and select the specific local ports. Enter the appropriate ports, such as
15000, 15001, 15002, 15003, 15004, 15005. The space for ports is limited;
you cannot add all of the ports as assigned in System Administration. You may have
to adjust the System Administration port settings to match the ports defined on this
screen.

8 Click Next. Select Allow the Connection.

9 Click Next. Select the Type of Network Connection; either Domain, Public or
Private.
10 Click Next. Type in a Name and Description.
11 Click Finish.
To set security rights and options:
1 Login as an ADMINISTRATIVE or Regular users on Windows Vista.
2 Give the user the security rights to modify the JRE\bin and JRE\lib\ext folders
(for example, .\Program Files\Java\bin and .\Program
Files\Java\lib\ext).
For more information on security rights, see the Windows Vista online help.
3 If you configured the system to store the Log and Content files in a location other
that the default locations, then you need to modify the security rights on those
directories as well. Make sure the user has the security rights to modify the folder
that contains the Witcanvas.log file (C:\ by default).
For more information on security rights, see the Windows Vista online help.
4 In Internet Options, turn off Protect Mode for the Intranet Zone on the Security tab.
For more information on Protect Mode, see the Internet Explorer online help.
Live Monitor and playback will work correctly.

Other Ports Used

The Quality Monitoring system connects to the database ports on the SQL server
database server. Depending on the configuration of your environment, these database
ports might be located on another server.
You must also open the following ports:
z Port 8285 for the Web Server
z Port 442 for Secure Socket Layer (SSL) installations
z Port 40520 on the BDR server for WAPI socket communication
z Ports on the CTI Server [T Servers]. Depending on your integration, the CTI T
server might communicate to ports on the BDR server that are dynamically
allocated by the operating system.
Server Registry Settings

The following tables list several Quality Monitoring registry settings that may be
changed during the system configuration.
Registry key HKLM\SOFTWARE\Witness\BDR\CallManager

Registry Entry Description Type Default Value
CallExpirationTimeout Maximum duration of a call (seconds) REG_DWORD 7200
FocusOnTrunk When set to 1 prevents switching REG_DWORD 0

from recording from trunk to
recording using service observe when
the agent makes a consultation call.
Registry Key HKLM\SOFTWARE\Witness\BDR\LMPS

MonitorSingleMedia When set to 1 allows performing a REG_DWORD 0

live monitor even if there is no
available medium of one type (audio
or video).

PlaySingleMedia When set to 1 allows playing a REG_DWORD 0

contact that has only one content
type (audio or video) recorded.
MonitorSocketTime Maximum inactivity time for a client REG_DWORD 900

Out (in seconds). When the timeout is
exceeded the client session is
disconnected.
Registry Key HKLM\SOFTWARE\Witness\eQRecord

AgentCaptureConnect The number of times the server will REG_DWORD 3

ionRetryCount try to reconnect to capture before
reporting an error after a connection
has been lost.
ArchiveLocalPath Location of archived content files if REG_SZ N/A

archiving is configured.
CommaDelay A delay (in msec) caused by a REG_DWORD 2000

comma in the dialing string when
making a call.
ContentLocalPath Location of online content files. REG_SZ N/A
ExportLocalPath Location of exported AVI files. REG_SZ N/A
InterDigitDelay A delay before dialing every digit in REG_DWORD 50

the dialing string when making a call.
Key_Frame_Rate Interval (msec) between full screen REG_DWORD 30000

requests the server sends to a
capture.
ReconnectInterval The time (in msec) the server will REG_DWORD 1000
wait after losing a connection to
capture before trying to reconnect.
The setting cannot be less than 1000.
Registry Key HKLM\SOFTWARE\Witness\eQuality

Version* The installed Quality Monitoring REG_SZ N/A

version
* Do not change this setting.

HKEY_LOCAL_MACHINE\SOFTWARE\Witness\eQRecord
The setting is supported for digital trunk cards (Global Call only) and for analog cards.
MonitorSubstr MonitorSubstr format: N/A N/A

Offset[,Length[,Min_Ext_Length]]
The parts within brackets are
optional.
The following rules apply:
z If the setting is not configured, the
extensions in Service Observe (SO)
calls are the same as received from
BDR without any changes.
z Offset (1 based) defines where to
start when selecting a part of the
original extension.
z Length defines how many
characters will be taken from the
original extension starting with
Offset.
If Length is omitted, the part of the
original extension starting with
Offset and to the end of the
extension will be used.
If Offset + Length is greater than
the original extension length, Offset
is changed to ensure that the dialed
extension will contain Length
characters.
MonitorSubstr z Min_Ext_Length defines the

continued minimum length of the original
extension the MonitorSubstr rules
can be applied to.
If the extension length is less than
Min_Ext_Length the extension will
be dialed as is.
Examples:
Extension received from BDR:
123456789
z MonitorSubstr: "5,4,8"
SO will use 5678
SO will use 56789
SO will use 123456789
z MonitorSubstr: "5,4"
SO will use 5678
z MonitorSubstr: "1"
SO will use 123456789
z MonitorSubstr: "3"
SO will use 3456789
z MonitorSubstr: "5,7"
SO will use 3456789

Appendix D
Alcatel 4400 Integration
This appendix presents all of the supplementary information required for Alcatel
4400 integration.
z Overview on page 312
z Installation on page 313
z Voice Board(s) Configuration on page 319
z Troubleshooting on page 323
Appendix D - Alcatel 4400 Integration
Overview
Voice connectivity and CTI event connectivity are the two necessary components that
enable the Quality Monitoring system to integrate with the Alcatel 4400 Switch. The
voice recording connectivity option relies on the Alcatel Dedicated Recording link
feature (DR-Link) available in the Alcatel 4400 switch. For playback, Quality Monitoring
Server uses the regular E-1 interface on the Alcatel 4400 switch.
This appendix details the installation and configuration of the Alcatel 4400 switch with
the Quality Monitoring system.
DR-Link Voice Record Connectivity

The Alcatel 4400 switch does not have a service-observe function accessible using
DTMF tones. Instead, to record voice, the Quality Monitoring Server uses the DR-Link
feature of the 4400 switch.
The DR-Link consists of one or more PCM Boards in the 4400 switch that can be
“conferenced” into an agent’s extension using TSAPI CTI commands. A DR-Link CSTA
license is required for each monitor channel to be used on the Alcatel PCM boards. A
maximum of 600 DR-links can be managed by the Alcatel system with a maximum of
2000 monitored devices. The DR-Link -based recording supports both hardware phone
sets and VOIP phones.
The Alcatel 4400 has a native CSTA Phase II interface available using TCP/IP. Quality
Monitoring supports connections to this interface using Alcatel TSAPI and Genesys CTI
middleware products. Quality Monitoring receives events for agents associated with
CCD Pilot Groups.
Alcatel TSAPI CTI Server is required for voice connectivity (Single Step Conference)
using the DR-Link. For getting the CTI events, you can use either the Alcatel TSAPI CTI
server or Genesys CTI-server.

Installation
Before configuring the Quality Monitoring System Administration module for the Alcatel
integration, install and configure the Alcatel TSAPI client software on the BDR server
and copy the following two files from the Alcatel TSAPI Client installed directory to the
Quality Monitoring installed directory.
csta32.dll
alccsta.cfg
Refer to the Alcatel TSAPI documentation for instructions on installation and
configuration of the Alcatel TSAPI client software. Installation of the Alcatel TSAPI
server directly on the Quality Monitoring server is supported provided that sufficient
hardware resources are available on the Quality Monitoring server.
Installation order is not important; the Quality Monitoring or Alcatel TSAPI

Client software can be installed in any order.
Note:
System Configuration - 1
This configuration describes the situation in which only the Alcatel TSAPI CTI server is
available.
z The Alcatel TSAPI server provides both the CTI events and the Single Step
Conference facility.
z In this configuration, only the Alcatel TSAPI adapter needs to be configured in
Quality Monitoring. This adapter gets the CTI Events and provides Single Step
Conference facility.

The following is an example of the Alcatel 4400 Switch Configuration page. Configure
the switch properties, agent groups, logon IDs, and extensions as needed.

The following is an example of the Alcatel TSAPI Adapter page configuration for the
System Configuration – 1 scenario.
The option “CTI Event Source” is checked for the System Configuration – 1
scenario.

The Service ID comprises the following items, separated by the # symbol:

z Alcatel (switch type)
z Link (link name)
z CSTA (protocol name)
z T - Server name
Obtain this string from the Switch Administrator.
Confirm that the correct DR-Link Interface Version with the switch administrator and
configure the other parameters as required.
System Configuration - 2
This configuration describes the situation in which both the Alcatel TSAPI CTI server
and Genesys CTI server are available. The Genesys CTI server provides the ability to
add custom attributes with the events.
z Alcatel TSAPI server provides the Single Step Conference facility.
z Genesys CTI server provides the CTI events.
In this configuration:
z Configure the Alcatel TSAPI adapter for Single Step Conference facility.
z Configure the Genesys adapter for the CTI events source.

The following is an example of the Alcatel 4400 Switch configuration page for the
System Configuration - 2 scenario. Configure the switch properties, agent groups,
logon IDs, and extensions as needed. The switch configuration is the same as that
shown for the System Configuration – 1 scenario.

The following is an example of the Alcatel TSAPI Adapter page configuration for the
System Configuration – 2 scenario.
The option “CTI Event Source” is not selected for the System Configuration – 2
scenario.
The Service ID comprises following items, separated by the # symbol:
z Alcatel (switch type)

z Link (link name)

z CSTA (protocol name)
z T - Server name
Obtain this string from the switch administrator.
Confirm the correct DR-Link Interface version with the switch administrator and
configure the other parameters as required.
The following is an example of the Genesys Adapter page configuration for the System
Configuration – 2 scenario.
Voice Board(s) Configuration

Only the following E1 family boards are supported with an Alcatel 4400 switch
integration:
z 300 SC - E1
z 600 SC - 2E1
z 1200 SC - 4E1
The Alcatel 4400 switch requires the CTR4 ISDN protocol on the playback channels and
Robbed Bit CAS on the monitor channels; therefore, each extension span can be
configured for Recording or Playback only. It is not possible to have some channels for

recording and some channels for playback on the same extension span. Please confirm
the protocol information with the switch administrator.
When using the DR-Link voice connectivity option, at least two 300 SC - E1 (or one 600
SC - 2E1) cards must be present in the Quality Monitoring server:one PCM card for
Alcatel to monitor and one PRA2 card in the Alcatel 4400 switch for playback.
For more than 30 monitor or playback ports, additional E-1 cards can be installed in the
Quality Monitoring server.
If the card has more than one extension span, then some extension spans can be used
for recording and some for playback. For example, on a 600 SC - 2E1 card, one span
can be used for recording, and other span can be used for playback.
Recording Extension Span

The corresponding E1 extension span must be configured in the Dialogic DCM in the
following way. Confirm with the switch administrator that the span is configured
correctly from the switch side.
For Alcatel, the Recording E1 extension span needs three additional parameters, the
shelf (CRYSTAL), slot (COUPLER) and channel (TIMESLOT). The channel (TIMESLOT)
parameter should be set to the first channel (TIMESLOT) number on the PCM board.
For subsequent ports, the Quality Monitoring server calculates the channel numbers, as
they are sequential. Obtain these configuration parameters from the switch
administrator. This extension span should be plugged in to PCM board on the Alcatel
4400 Switch. The E-1 protocol, by default “us_mf_o", must be specified.
The following is a sample configuration of the E1 recording span with Shelf (CRYSTAL)
set to 0, Slot (COUPLER) set to 0 and channel (TIMESLOT) set to 1.

In the above image, note that all ports are set to have ‘Record Only” capability.
If Usage is selected as Record always or Record at Start of Call or Record at
Business Rule Trigger then each port can be assigned either the Record Only or
Disabled Capability option. Note that playback related options are not possible.

Playback Extension Span

Each playback span should be configured in Dialogic as in the following illustration.
Confirm with the switch administrator that the span is configured correctly from the
switch side.
Playback channels used with the Alcatel 4400 are ISDN channels. The playback span
must be plugged into the PRA2 card in the Alcatel 4400.
The following is a sample configuration for the E1 Playback span.
In the above image, note that all ports are set to the Playback Only capability.

If Usage is selected as Playback then each port can be assigned either the Playback
Only or Disabled Capability option. Note that record-related options are not available.
Troubleshooting
z Make sure that the E1 spans are plugged into the proper boards on the switch.
z Recording spans should be plugged into PCM board(s) in the Alcatel 4400 switch.
z Playback spans must be plugged in to PRA2 board(s) in the Alcatel 4400 switch.
z Make sure that the Alcatel Link identifier is correct and is typed on the Alcatel
TSAPI adapter configuration page.
z Make sure that the extension spans are configured correctly in Dialogic DCM.
z Make sure that the crystal, coupler and timeslot information is correct for each
recording extension span configured.
z If only the Alcatel TSAPI adapter is configured, make sure that the CTI event
source check box is selected.

Appendix E
Intecom Switch
Configuration
The Intecom switch supports two different configurations:

z Free Seating
z Roaming Agents
The Free Seating configuration works exactly like the Definity G3.
The Roaming Agents configuration associates two distinct numbers with each
agent:
1 The ACD ID
2 Roaming Extension ID
Each agent is issued a pair of these unique IDs. Service Observe Recording
requires that the Roaming Extension ID be sent in the resource string of
StartRecord() on the eRecorder. The telephones on the Intecom switch have no
static identifier; they take on the Roaming Extension value when the agent logs
in to them.
Appendix E - Intecom Switch Configuration
Installing an Intecom Switch Configured for

Free Seating
1 Install a "Lucent Definity G3" switch and name it “Intecom Switch”.
2 Select Service Observe by Extension (the Intecom switch does not support
service-observe by agent identifier).
From this point, proceed as you normally would if you were installing a G3.
Installing an Intecom Switch Configured for

Roaming Agents
1 Install an “Intecom Roaming Agents” switch and name it “Intecom Switch”
Unlike other switches that have one tab for agent IDs and one tab for extensions,
this one has only a single tab to which you add the Roaming Extension (Intecom
uses the term DIRN for this) values. The Intecom ACD IDs is not entered into
Quality Monitoring.
2 Add one Telephone for each roaming agent being monitored in the call center.
Unlike Lucent Telephones, after you choose the Intecom Roaming Agents switch,
you do not have the option of adding extensions to the phone, since the telephone
takes on different roaming extensions dynamically when the agent logs on to it. The
only thing to set for each telephone is the name and switch.
3 Configure the workstation and workspace in the same way that you normally would,
including a telephone and a workstation for each workspace.
4 Assign Roaming Extensions to each agent using the Search and Replay Client Admin
page.
5 Choose the Agent ID tab for the agent and, from the Select and ID/Device combo
box, choose the correct Roaming Extension for that agent.
6 Configure a Connect HTTP Adapter for AIM.
In addition to the “device.SystemDevice” custom setting you configure for the
Connect HTTP adapter, also set “agent.SystemDevice” equal to the same value as
“device.SystemDevice”. This extra configuration step is needed so the AIM tray can
issue a logon command to the BDR Server.
7 Execute the AIM installation for each agent desktop. In addition to the normal setup
procedure, complete the following setup steps on the agent machine:
a. Configure a Windows Domain logon script (batch file) for the agent that includes
the following:
%COMPUTERNAME%

Appendix E - Intecom Switch Configuration
b. Refer to the 5.x AIM troubleshooting article 102000-002 for more details on the
auto logon feature of AIM. The symbols %USERNAME% and
%COMPUTERNAME% are used by Windows to identify the logon ID and host
name of the computer that the agent is using. We pass these to the AIM tray so
that it can send a logon event to the BDR Server when the agent logs on to his
computer.
c. Remove the registry value “Witness AIM” from the key:
"HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Ru
n"
This prevents the AimTray from running twice when the logon script executes it.
8 After starting the system, perform a live monitor and playback to make sure the
system is working properly. Also playback a contact from a business rule trigger to
verify that it works as well.
Upgrading a Lucent/Fixed Seating Workaround to Roaming

Agents
1 Stop the BDR server and eRecorder.
2 Update the software to the proper version of Quality Monitoring.
3 Look in the SYS_DEVICE table in the database, and obtain the SYS_DEVICE_PK
values for the switch and data connection involved.
4 Edit the IntecomUpgrade.sql script and set these values where indicated
(switch_pk, lan_pk). Save the changes to the script.
5 Run the IntecomUpgrade.sql script provided.
6 Configure the AimTray logon as described above for each agent.
7 Note that if there were any workspaces not assigned to an agent using fixed
seating, the Roaming Extensions for those workspaces must be added to the list of
agent IDs in the switch.
8 Restart the system and perform a live monitor.
9 Play back the live monitor, one call recorded after the upgrade, and one call
recorded before the upgrade, to make sure everything is working.
There MUST be a workstation that the agent sits at to log on to the system. If
there is no workstation then we cannot record the phone. Voice-only Intecom
workspaces are not supported using this configuration method.
Note:

Appendix F
ACR Selective Recorder
The Avaya Contact Recorder (ACR) was previously known as the ContactStore
for Communication Manager (CSCM) recorder.
Release 10 of the Avaya Contact Recorder can be connected to Quality
Monitoring to provide audio services.
Quality Monitoring is a Web-based solution that enables supervisors to record
and replay customer interactions, assign eLearning to agents and track their
participation, as well as many other features that enable you to monitor agents
more efficiently.
You can configure the Avaya Contact Recorder to link to Quality Monitoring to
implement true Selective Recording with Quality Monitoring.
To establish the link, you simply specify the IP address of the Quality
Monitoring server in the Avaya Contact Recorder system configuration.
This section includes the following topics:
z Selective Quality Solution, page 328
z Configuring the ACR Selective Recorder, page 328
Appendix F - ACR Selective Recorder
Selective Quality Solution

Selective recording does not capture all of the calls, but rather captures calls meeting
specific criteria defined by the following types of business rules:
z Event-based rules
z Agent Randomizer rules
z Schedule-based rules
You can then use the call samples to assess the quality of your interactions with
customers. Refer to the Avaya Contact Recorder and Quality Monitoring guides to
determine how you will use the Quality Monitoring system to control recording.
As you configure the system, you need to specify the number of ports required:
z Quality recording channels ("selective" mode only)
Determine the number of concurrent audio recording "channels" required on the
Avaya Contact Recorder to support your Quality Monitoring requirements.
z Quality replay channels
Consider how Quality Monitoring is to replay calls for supervisors to review and
coach their staff. If you choose to replay via their telephones, then you must
provide sufficient ports for this. This is in addition to the recording channels.
The overall port count required for selective quality recording is the sum of the
recording and replay requirements.
The Avaya Contact Recorder must be provided with a license key that includes the
required number of quality channels (the sum of recording and replay ports assigned to
the Quality Monitoring application).
Configuring the ACR Selective Recorder

To configure Quality Monitoring for selective recording with Avaya Contact Recorder:
1 Log onto the Quality Monitoring application.
2 Open the System Administration application.
3 Configure the Sites, Switches, Data Connections, and Servers keeping the
following in mind:
z Be sure to assign all roles to the one server on which the Quality Monitoring
software is installed.
z DO NOT ENABLE the Quality Monitoring with Full-time Recording option for
the Data Connection.
z There will typically be one data connection, one switch, and one server.
4 Open the CTI Adapters page.
5 Click Create.
6 Select the IFConnector Adapter.

7 Set the properties for the adapter:
Name A unique name that identifies the CTI Adapter. Required.

Description The type of adapter or any additional text or annotation

to further describe this entry. Maximum: 255 characters.
Server The server on which the Quality Monitoring components

are installed. Choose from the drop-down list. Required.
Configure Servers and their Roles prior to configuring
voice cards. Server(s) with the BDR recorder role should
be displayed in the drop down list.
Switch The switch associated with the extensions to be recorded

by the Contact Recorder. Choose from the drop-down list.
Required. Configure Switches prior to configuring the CTI
adapter.
Site The site of the CTI Adapter, which identifies its location in
the enterprise. Choose from the drop-down list. Required
field.
Port The unique port number on the recorder to which the

Quality Monitoring Adapter will connect. Required.
Range: 1 - 65535. Default: 3082. (Recommended.)
Hostname The unique host name of the Avaya Contact Recorder

master. You can also enter the IP address.
DataSourceName This field is not used in the Avaya Contact Recorder

implementation so the value of this field does not matter.
However, since required by Quality Monitoring, enter up
to 127 characters.
Logon Application Name Defaults to the name of the CTI Adapter. Change the
default name of the application or delete it.
Trace Shows run-time information about what the adapter

processes. Select this option only when troubleshooting.
Use of this option during normal operation negatively
impacts performance. Default: unchecked.
Debug Shows additional run-time information about what the

adapter processes. Note: Select this option only when
troubleshooting. Use of this option during normal
operation negatively impacts performance.
8 Open the Voice Cards page.

9 Click Create.
10 Select VR1000.

11 Set the properties for the card:
Name A unique name that identifies the Voice Card. Required.

Description The type of voice card or any additional text or

annotation to further describe the voice card. Maximum:
255 characters.
Server The server on which this voice card resides. Choose from
the drop-down list. Required. Configure Servers and their
Roles prior to configuring voice cards. Server(s) with only
eRecorder role should be displayed in the drop down list.
Channels - Playback Total number of channels reserved for Playback on this

voice card. Required. Default is 8. The number you
specify here must be equal to or less than the number of
ports defined for Quality with Avaya Contact Recorder.
Channels - Record Total number of channels reserved for Recording on this

voice card. Required. Default is 16. The number you
specify here must be equal to or less than the number of
ports defined for Quality with Avaya Contact Recorder.
TCP Port eRecorder listen TCP port. Avaya Contact Recorder will
connect to it. Required. Default is: 1415.
Switch The switch associated with the configured extensions,

which will be recorded by the Avaya Contact Recorder.
Choose from the drop-down list. Required. Configure
Switches prior to configuring voice cards.
Usage Defines the Recording channels usage. For recording, you

must select under what conditions recording will occur.
Choose one of the following from the drop-down list:
z Record at Start of Call (Recording starts at the very first
event.)
z Record at Business Rule Trigger (Recording starts only
when a business rule is triggered.)
z Record Always.
Default: Record at Business Rule Trigger.
12 Click Submit.
13 After defining the CTI Adapter and the Voice Card, restart the following services:
14 Access the Avaya Contact Recorder System Administration application.
15 Open Port Allocations > Quality.

16 Configure the settings as follows:
Apply Beep Tone within Select either Yes or No, depending on whether you want
the recorder the recorder to inject a beep tone.
Audio format Select either G7.11 or G7.29A audio format. If you want
to use these quality ports to record stations that are also
being recorded in other service observe-based modes,
you must use the same codec as those other modes.
URL(s) of Quality Specify the IP node name of the Quality server. The port
server(s) to connect to number defaults to 1415 and must match the one you
specified on the voice card properties page. If the
recorder is supporting multiple servers, list their names
separated by semicolons.
Username/Password for Recordings made under the control of this Quality

file-share on Quality application are only held temporarily in the recorder's
server bulk recording call storage area. As each call completes,
it is copied onto a location maintained by the Quality
application. If you have configured QM 7.8 SP1 to store
recordings in a file-share, you must type a user name and
password in these fields so that the recorder can write
recordings to and read recordings from the share.
When you use more than one Quality server, you must
use the same user name and password on each Quality
server file-share.
Ports Configured This number shows how many ports you have allocated to
this recording mode (as detailed in the table at the
bottom of the Quality Server Ports page). Click Add
ports(s) to add a port range.
For this mode, you typically add a single range of ports -
large enough for the total number of recording and replay
ports. The split between recording and replay is set up on
the Quality Server not the recorder.
Unassigned Capacity This field shows how many more ports you can assign
before exhausting the available channel licenses on the
recorder. It does not indicate that the Communication
Manager has a corresponding number of IP softphone
licenses installed.
17 Open Status > System Overview on the Master recorder.

18 Confirm that the link between the recorder and the Quality Monitoring application is
UP. If it does not connect within 1 minute, check Status > Alarms and Events and
correct any problems shown there.

Appendix G
Citrix and Screen

Capture Module
Information on Screen Capture Module also appears in this guide, Configure

Screen Capture Module and Agent Initiated Monitoring, page 128 and in the
Quality Monitoring Installation guide and the Quality Monitoring Best Practices
Guide.
This appendix covers the following topics:
z Sessions and Published Applications, page 333
z Screen Capture Module on a Citrix Terminal Server, page 334
z Registry Settings, page 335
z Memory Requirements, page 336
z Tracking Citrix User Sessions, page 336
z Troubleshooting, page 337
Appendix G - Citrix and Screen Capture Module
Sessions and Published Applications

User applications on a Citrix server run within sessions. Citrix published applications
can be configured to run in seamless mode. This means that the application looks and
feels as if it has been started from the client machine.
If a user already has an open session and starts a new application on the same server,
Citrix may run the application within the existing session (session sharing) or start a
new session.
Session sharing is only possible when:
z all applications are seamless applications
z the second and following applications have been published on the server where the
first application session is running
z the color depth setting for the second and following applications are equal to or
lower than the color depth setting for the first application
z the sound quality settings for the second and following applications are equal to or
lower than the sound quality settings for the first application
z the encryption levels for the second and following applications are the same as the
encryption level for the first application
Multiple sessions are created when:
z one of the published applications is not configured as a seamless published
application
z there is a custom logon script that takes longer than 20 seconds to complete
z the application prompts for a password or a default Windows NT authentication is
configured
z The published applications have different settings for:
• Color depth
• Screen size
• Sound
• Drive mappings
• Printer mappings
For more information on session sharing, see
http://ctxex10.citrix.com/kb/entry.jspa?externalID=CTX159159.

Screen Capture Module on a Citrix Terminal

Server
Screen Capture Module software on a Citrix server consists of two main modules: the
Capture Service and the Data Capture.
Only one instance of the Capture Service (CaptureService.exe) runs on a Citrix server.
The Capture Service:
z accepts Quality Monitoring server monitor requests
z identifies the user session to be monitored
User sessions can be identified by Host Names (named terminals) or by
Agent IDs (anonymous terminals) depending on the value of the
UseAgentID registry setting. For more information, see the Quality
Monitoring Installation Guide.
z passes the request to the appropriate Data Capture module

z gathers information about active user sessions on the Citrix server and sends the
information to the Quality Monitoring server(s)
Data Capture (Wcapw32.exe) runs within every user session that is being monitored.
The Data Capture module:
z establishes the connection with the Quality Monitoring server
z authenticates the Quality Monitoring server (when configured)
z detects screen changes
z gets screen updates
z compresses data
z encrypts data (when configured)
z sends updates to the Quality Monitoring server
Quality Monitoring Agent is capable of monitoring only one
session per user at a time.
This means that it will capture all the applications for a Citrix user
only if the applications run within the same user session.
If a user has multiple sessions (which is always the case when the
user runs concurrent applications on multiple Citrix servers) only
the applications running within one session will be captured.
For more information, see Tracking Citrix User Sessions, page 336.

Registry Settings
The following registry settings are applicable only when Capture Service is running on a
Thin Client Server, including a Citrix server. The registry settings location is
HKLM\SOFTWARE\Witness Systems\eQuality Agent\Capture\Current Version
Registry Entry Description Type Default

Value
AdditionalUserApps Registry Key for Citrix published applications REG_KEY blank

and Citrix published desktops. This entry
prevents WCapW32.exe from exiting
prematurely. Entries under this key can be
named anything appropriate; the values
should contain the executable name of the
published application with the .exe
extension.
LogArchive Indicates log files should be archived by the REG_DWORD 1

Capture Service on Thin-Client servers:
0 - No
1 - Yes
LogArchiveDays Day of week for Capture Service to perform REG_SZ 1,2,3,4,5

log archiving.
0-Sun, 1-Mon, 2-Tue, 3-Wed, 4-Thu, 5-Fri,
6-Sat
E.g. "0,1,2,3,…"
LogArchivePath Path to store archived logs, used by Capture REG_SZ C:\Witness\

Service. Logs\Archive
Typically: C:\Witness\Logs\Archive
LogArchiveTime Time of day, in military time, for Capture REG_SZ 2300

Service to begin log archive.
LogMaxSizeKB Maximum size, in kilobytes, that Capture REG_DWORD 500

Service allows the logs to grow before
archiving.
PubAppRate Time interval, in milliseconds, to poll the REG_DWORD 5000

system for the presence of the session
published application or published desktop
on Citrix thin-client servers.
ServiceSocketListenPort Capture Service Socket Port Number for REG_DWORD 4002

Thin-Client.
ServiceUpdateInterval Defines the time interval (in seconds) the REG_DWORD 300
Capture Service use when sending user
session updates to a Quality Monitoring
server
TermSvr Used to indicate Thin-Client server. REG_DWORD 0

Must be set to 1.

Registry Entry Description Type Default

Value
UseAgentID Used by the Capture Service for Thin-Client REG_DWORD 0

servers, determines whether device host
names or agent logon Id's are used to locate
Thin-Client sessions:
0 - Device Host Name (Named terminals)
1 - Agent Logon ID (Anonymous terminals)
WitnessServerList Comma-separated list of the Quality REG_SZ Blank

Monitoring servers' names and port
numbers to receive agent session updated
from by the Capture Service on Thin-Client
servers.
For more Screen Capture Module registry settings, see the Quality Monitoring Best
Practices Guide.
Memory Requirements
Screen Capture Module memory requirements on a Citrix server can be roughly
estimated by the following formula:
M = 2000 + (4*H*W*D)/1000 where
M - Memory per user in KB.
H - Screen height in pixels.
W - Screen width in pixels.
D - Screen color depth in bytes.
Tracking Citrix User Sessions

A Quality Monitoring Server tracks user sessions on all the Citrix servers configured to
send information to this Quality Monitoring server. Only one agent session (usually the
one created last) is considered "active" for the agent. When starting to monitor an
agent, the Quality Monitoring server sends a monitor request to the Citrix server
associated with the "active" user session. If the agent terminates the "active" session
and there are other sessions for the agent, one of these sessions will become "active".
If all the sessions for an agent have been terminated, the Quality Monitoring server
cannot record screen data for the agent.

Troubleshooting
Troubleshooting of screen recording issues usually involves researching Screen Capture
Module and Quality Monitoring Server logs and using diagnostic and testing tools, such
as Captest.
Log Files
When a screen recording problem occurs the following information must be collected
and sent to customer support:
z examples (contact names) that have the problem
z the following logs from the Citrix Server:
• WitnessService_ServerUpdate.log
• WitnessService_ClientConnection.log
• Screen Capture Module logs for the agents recorded in the provided examples
(Screen Capture Module log name on a Citrix server have the following format:
WCAPW32_<agent id>.log)
z the following logs from the Quality Monitoring server(s):
• BDR log
• eRecVideoSvc log
• eQualityConnect log
Before reproducing the problem on the Citrix server and gathering the logs, make the
following changes in the registry on the Citrix server:
z Set AgentLogLevel to 4
z Set AgentLogAppend to 1
z Set ServiceLogLevel to 3
z Set ServiceLogAppend to 1

Captest
Captest is a utility that allows testing data capture without the Quality Monitoring
server.
The utility can be obtained from customer support.

Troubleshooting Tips
The following lists common causes of recording problems on the Citrix server and how
to resolve them.
Cause Resolution
Agents have multiple Citrix sessions To understand how Quality Monitoring server tracks Citrix
user sessions, see Tracking Citrix User Sessions, page
336.
No session information has been received for Check the WitnessService_ServerUpdate log and the
the agent. eQualityConnect log to find out whether the updates are
being sent from the Citrix server to the Quality Monitoring
server for the agent.
A published application the agents are For instructions on setting the registry key, see Registry
running has not been listed under the Settings, page 335, or the Quality Monitoring Installation
AdditionalUserApps registry key. guide.
A published application has not started Try to increase the PubAppRate registry setting. For
within 5 seconds after creation a user instructions on setting the registry key, see Registry
session. Settings, page 335, or the Quality Monitoring Installation
guide.

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Avaya AuraTM Quality Monitoring

1 Welcome to Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2 System Administration Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

7 Additional Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Root Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

8 Configure Screen Capture Module and Agent Initiated Monitoring . . . . . . . . . . . . 128

A Configuration Quick Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

B Avaya Predictive Dialer System (PDS) Configuration . . . . . . . . . . . . . . . . . . . 294

C Network Ports Usage and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 297

Quality Monitoring Configuration Guide 4

© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.

Firewall Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 304

D Alcatel 4400 Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

E Intecom Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

F ACR Selective Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327

G Citrix and Screen Capture Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332

Quality Monitoring Configuration Guide 5

© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.

Welcome to Quality Monitoring. This Configuration Guide is designed to help

System Configuration Overview

Quality Monitoring Configuration Guide 7

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Welcome to System Administration

Launch Quality Monitoring

Quality Monitoring Configuration Guide 8

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Configuration Procedures and Dependencies

Quality Monitoring Configuration Guide 9

© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.

System Administration Component Dependencies

Quality Monitoring Configuration Guide 10

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Deleting Components in the Hierarchy

Setting up a System for the First Time

Quality Monitoring Configuration Guide 11

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The Quality Monitoring System Administration application runs inside a pop-up

Accessing System Administration

for setting up security

Assigned and Inactive roles do not have any security permissions.

Quality Monitoring Configuration Guide 13

© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.

4 Click OK. The main Quality Monitoring system window opens.

Quality Monitoring Configuration Guide 14

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Navigating System Administration

To select a component to be configured, click a component type. When the window

Quality Monitoring Configuration Guide 15

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Quality Monitoring Configuration Guide 16

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Exiting the Application

Quality Monitoring Configuration Guide 17

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3 Type the following information:

Quality Monitoring Configuration Guide 19

© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.

4 Choose one of the following actions:

Reviewing a Site Definition

Quality Monitoring Configuration Guide 20

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3 Click Cancel to return to the list of defined sites.

Quality Monitoring Configuration Guide 21

© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.