CUSTOMER EXPERIENCE BUSINESS SOLUTIONS GROUP

UnionBank of the Philippines

UnionBank Plaza, Meralco Avenue
cor. Onyx and Sapphire Road, Ortigas Center, Pasig City

Verint 15.2 Preventive Maintenance

Method of Procedure
<Version 1.0>

Trends & Technologies, Inc.

23rd Floor Trafalgar Plaza
105 H.V. Dela Costa Street, Salcedo Village
Makati City 1227 Philippines

Phone: +63 2 811 8181 Fax: +63 2 814 0130

www.trends.com.ph
 Verint 15.2 Preventive Maintenance
Methods of Procedure

DOCUMENT CONTROL

PROJECT INFORMATION
Client UnionBank of the Philippines
Name:
Project Verint 15.2 Preventive Maintenance
Title:

DEVELOPMENT & QUALITY CONTROL

Name Remarks
Prepared by: Kamla Vianca Geron
Reviewed by: Oliver Pineda

VERSION CONTROL
Version
Revised By Date Released Pages Affected Remarks / Changes Made
#
1.0 Kamla Vianca Geron July 12, 2021 N/A Initial Release

DISTRIBUTION LIST
Name Designation Company
Kenneth Canete UBP
Angel Alvarez UBP
Oliver Pineda Trends Technical Manager
Jasmin P. Sayo Trends Head

DOCUMENT APPROVAL

Name Role/Designation Signature Date

2
 Verint 15.2 Preventive Maintenance
Methods of Procedure

TABLE OF CONTENTS

DOCUMENT CONTROL ....................................................................................................... 2

PROJECT INFORMATION ................................................................................................. 2
DEVELOPMENT & QUALITY CONTROL ................................................................................... 2
VERSION CONTROL ....................................................................................................... 2
DISTRIBUTION LIST ...................................................................................................... 2
DOCUMENT APPROVAL ................................................................................................... 2
TABLE OF CONTENTS ........................................................................................................ 3
1 OVERVIEW.................................................................................................................. 4
1.1 OBJECTIVE .............................................................................................................. 4
1.2 ACTIVITY DESCRIPTION ........................................................................................... 4
1.3 SERVICE IMPACT ..................................................................................................... 4
1.4 NETWORK ELEMENTS ............................................................................................... 4
1.5 NETWORK DIAGRAM ................................................................................................ 4
2 TASKS AND PROCEDURES ........................................................................................ 5-6
3 CONTINGENCY PLAN AND BACK-OFF PLAN ................................................................. 7

3
 Verint 15.2 Preventive Maintenance
Methods of Procedure

1. OVERVIEW

1.1. OBJECTIVE

This Methods of Procedure (MOP) is made for the purpose of Preventive Maintenance
in Verint servers to conduct health check in existing System.

1.2. ACTIVITY DESCRIPTION

• Check Verint Server Data Storage
• Check CPU Usage
• Check SQL Job Services
• Check Verint Services
• Check NIC Status
• Check recordings by accessing Verint Portal
• Check Integration Server Status
• Check IP Extension Pool to monitor real-time recordings
• Check Archiving Status
• Check Integration Adapter
• Check Drive G:\

1.3. SERVICE IMPACT

• No Impact

1.4. NETWORK ELEMENTS

N/A

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 Verint 15.2 Preventive Maintenance
Methods of Procedure

2. TASK AND PROCEDURES

Item Activity Procedures Duration Impact Remarks

No.
1. Capture Disk Drive
Status All Server
Check Verint
1 Server Data 2. Make sure that there’s 10 Minutes No Impact
enough free space for (Verint-trs)
Storage
each Drive (Verint-rec)

1. Login to Verint Server >> All Server

Check CPU Access Task Manager >>
2 10 Minutes No Impact (Verint-trs)
Usage Check CPU and Memory
Usage status. (Verint-rec
1. Login to Application
Server >> Access SQL
Management Studio
All Server
>> SQL Jobs Monitor.
Check SQL Job
3 2. Verify that all jobs are 30 Minutes No Impact (Verint-trs)
Services
all running and (Verint-rec
updated

1. Login to Application
and Recorder Server
as administrator
2. Access System Tools
>> Watchdog >>
Check if all services All Server
Check Verint are all running
4 15 Minutes No Impact (Verint-trs)
Services properly
3. Check Services. MSc (Verint-rec
for other Verint
services especially the
WFO Production
Service

1. Access Verint Servers

>> Go to Open and
Network Sharing
center. All Server
Check NIC 2. Check NIC Status to
5 10 Minutes No Impact (Verint-trs)
Status verify that Packets
wasn’t hung in the (Verint-rec
server.

1. Check if the
recordings are all able
Access Verint to record in Verint Application Server
6 5 Minutes No Impact
Portal real-time (Verint-trs)

5
 Verint 15.2 Preventive Maintenance
Methods of Procedure

Check
1. Check Integration Server Application Server
7 Integration 10 Minutes No Impact
services. (Verint-trs)
Server
1. Access Recorder
Manager >> Status >>
IP Extension Status.
2. Check if both IP Recorder Server
Check IP
8 Phones and TDM 10 Minutes No Impact
Extension Pool
phone calls can record (Verint-rec)
in Verint real-time

1. Access recorder
Manager >>
Check Operations >> Drives Recorder Server
9 Archiving 2. To verify that archiving 5 Minutes No Impact
Status is still ongoing. (Verint-rec)

1. Access Recorder
Manager >> General
Check Setup >> Settings. Recorder Server
10 Integration 2. Check Cisco JTAPI and 5 Minutes No Impact
Adapter SIP Proxy Adapter are (Verint-rec)
both started

1. Access Recorder
Server >> Go to Drive
G:\ Recorder Server
11 Check Drive G:\ 2. Verify that all calls are 10 Minutes No Impact
dumping in Verint (Verint-rec)
Media drive.

1. Conduct Test Call for

all extensions
configured in Verint
Verint Portal in
Conduct Test Data Source
Application Server
12 Call for all 2. Check the 1 hour No Impact
(Verint-trs)
Extensions Interactions for all
recordings in Verint
Portal

Total Activity is 3 hours with NO Downtime

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 Verint 15.2 Preventive Maintenance
Methods of Procedure

3. CONTINGENCY PLAN AND BACK-OFF PLAN

Item Activity Procedures Duration Impact Remarks

No.
1 Troubleshooting Troubleshoot the issue in
case we found error in
the system
2 hours It depends on system Whatever issue we
issue we encounter encountered; this
must resolve within
2 hours.