Cisco Unified Workforce Optimization

Monitoring and Recording Services Installation Guide 8.0 May 2010

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Contents
Overview 11
• Cisco Monitoring and Recording Components Client Applications 11 11 11 12 12 12 12 12 12 13 13 13 13 13 13 Monitoring and Recording Administrator Calabrio Screen Player Plug-in Desktop Recording Service Web Applications Services 12 12 11

Cisco Unified Workforce Optimization Monitoring and Recording CTI Service

Monitoring and Recording Data API Service Monitoring and Recording DB Cleaner Service Monitoring and Recording DB Proxy Service Monitoring and Recording Jetty Service Monitoring and Recording Monitor Service Monitoring and Recording Sync Service Monitoring and Recording Upload Controller • Mixed-mode Licensing 14 14 14 Quality Management License Call Recording License • System Configuration • System Requirements System Environment Operating Environment 14 16 17 17 17 16 Supported Configuration 14

Monitoring and Recording Monitoring and Notification Service Monitoring and Recording Network Recording Service

Advanced Quality Management License

Data Configuration Environment

Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator (No Recording) 17 QM License and Call Recording License (Voice Recording Only) QM License and Call Recording License (Voice Recording Plus) AQM License (Voice and Screen Recording) 21 21 AQM License (Voice and Screen Recording Plus) 19 19

Cisco Monitoring and Recording Base Server Operating Systems and Hardware Requirements 23 Server Capacity Guidelines 23 Single Server Configurations for Server Recording and Network Recording 24 Single Server Configurations for Desktop Recording 24 Off-board Server Configurations for Server Recording and Network Recording 25 Disk Storage Sizing Guidelines Software VPN Support Hardware VPN Support 26 27 27 29 25 26 Supported Remote Agent Configurations Required Third-Party Applications Web Browser Considerations Supported IP Phones 29 Supported IP Phones for Desktop Recording and Server Recording (SPAN) 29 Supported IP Phones for Network Recording Cisco IP Communicator Considerations 30 30 30 29 Qualifying Phones for Cisco Monitoring and Recording Phones Tested with Cisco Monitoring and Recording Supported Cisco Unified Outbound Dialer Modes • Recording Requirements Required Codecs General 31 32 34 35 37 37 37 33 31 31 30 Server Recording (SPAN) and Network Recording Considerations Server Recording (SPAN) Network Recording Points to Remember 31 Installing Unified CM for Network Recording Enabling Required Phone Device Parameters Hard Disk Drive Space on Agent’s Computers Network Interface Cards • Firewall Requirements 39 37 Desktop Recording Service (Endpoint) Requirements Phone Configurations for the Desktop Recording Service 38 .

Prerequisites 41 • Pre-installation and Deployment Checklists • Microsoft SQL Server 41 41 42 Installing Microsoft SQL Server Creating an SQL Server User Login 41 Configuring Microsoft SQL Server for Cisco Monitoring and Recording 43 Microsoft SQL Server 2008 Requirements Adding Firewall Exclusions by Application Allowing Remote Connections • Cisco Unified CM • Cisco Unified CCX 45 46 46 46 47 48 44 45 Configuring the SQL Server Browser 43 43 • Windows SNMP Services • Active Directory 47 Installing Windows SNMP Services Active Directory Configuration Guidelines Active Directory Information 48 Locating the Active Directory Domain Name Installing Cisco Monitoring and Recording 49 • Services for Cisco Monitoring and Recording Installing Services • Site Configuration Setup 49 51 52 58 49 Entering Configuration Data in Initial Mode Manually Installing the Cisco JTAPI Client Site Configuration Setup Steps 58 59 Monitoring and Recording Database Cisco Unified CC Database Cisco Unified CM 64 61 Configuration Settings Used By Services Configuration Settings Used By Services Configuration Settings Used By Services 60 63 67 .

Adding a Unified CM Cluster Deleting a Unified CM Cluster 67 67 68 69 Monitoring and Recording CTI Service Adding a Backup CTI Service Enterprise Settings Software Updates License 74 75 76 76 71 70 Configuration Settings Used By Services Configuration Settings Used By Services 73 73 Session Timeout Options Importing a License File Licensing Rules Active Directory 72 Adding an Active Directory Domain Removing an Active Directory Domain Locale 80 81 81 Enabling a Locale 79 80 Recording File Storage Location Upload Settings 85 Configuring the Recording Location 84 87 90 91 93 94 98 Configuration Settings Used By Services Monitoring and Notification 87 90 Configuration Settings Used By Services Configuring the SNMP Settings Using Email Addresses for Notification Configuring the SMTP Settings for Email Adding a Notification Email Address Using Notification Triggers 94 99 100 101 Enabling or Disabling a Notification Trigger Configuring the Notification Trigger Adding an Ignored Extension Modifying an Ignored Extension Removing an Ignored Extension CDR Information Formats Summary Only 104 104 Detail (Tab Delimited) 103 100 Examples of Notification Configuration Problems 101 .

Detail (Plain Text) RTP Filters 105 104 106 Configuration Settings Used By Services RTP Filter Guidelines Adding an RTP Filter Editing an RTP Filter Deleting an RTP Filter Status 109 107 107 108 108 Configuration Settings Used By Services Entering Configuration Data in Update Mode 109 109 Rules for Upgrading or Modifying the Unified CC Database in Update Mode 109 Stopping the Sync Service Before Upgrading the Unified CCX Database 110 Changing Cisco Monitoring and Recording Configuration Data in Update Mode 110 Changing the Recording Location in Update Mode • Site Configuration Setup Tools Start Local Services 113 113 114 114 114 114 114 115 Create Database Catalogs Generate Info for MSI Clients Download/Install JTAPI Encrypt Audio Files 112 111 Set Recording Home Directory Generate SSL Certificate Test CTI Service(s) 115 115 Display Metadata Encryption Key Choose Monitor Adaptor Remove Recording Services Configure Local Servers • Supporting Asian Languages 115 115 115 Installing Supplemental Language Support 116 117 • Installing Client Applications for Cisco Monitoring and Recording Enabling the Elevated Privileges Policy for Window Installer Installation 117 Enabling the Windows Elevated Privileges Policy Calabrio Screen Player Plug-in Limitations 118 117 Installing Client Applications for Cisco Monitoring and Recording 118 .

Manual Installation Multiple Software Releases Reboots Best Practices Deployment 120 121 121 121 120 120 Windows Installer Logging Installation and Uninstallation Deployment Packages Recommended Deployment Preparation Model Client Installation Packages on the Installation DVD Configuring Client Installation Files 122 121 122 121 Upgrading from Previous Versions 123 • Workflows and Retention Periods • Upgrade Guidelines NT Authentication 124 124 124 124 125 126 123 PrgpxNT.dll Failed to Register • Upgrading the Client Applications • Upgrading QM to Cisco Monitoring and Recording • Testing the Upgrade on Client Machines • Verifying the Upgrade is Installed Correctly on the Cisco Monitoring and Recording Server 127 Installing a Service Release or Patch 129 • Guidelines for Installing a Patch (SR or ES) • Installing an Patch (ES or SR) • Rolling Back to a Previous State 130 131 130 . Per User Automated Package Installation vs.Enabling the Next Generation Java Plug-in • Using Automated Package Distribution Tools Requirements Execution Privileges 119 119 119 119 119 119 Per-Machine vs.

Removing QM 133 • Removing a QM Application • Removing the QM Databases 134 134 135 • Verifying QM was Removed Correctly Removing Cisco Monitoring and Recording 137 • Removing a Cisco Monitoring and Recording Application • Removing the Cisco Monitoring and Recording Databases 138 138 Checklists and Activities 141 • Pre-Installation Checklists Pre-installation Checklist 141 141 142 143 144 144 145 145 146 147 148 149 150 Pre-order Validation Checklist Environment Information Checklist Base Server Information Checklist Cisco Unified CC Database Checklist Cisco Unified CM Information Checklist SQL Database Server Information IP Phone Models and Remote Access Checklist SQL Server 2005 Standard Edition Checklist 146 Monitoring and Recording CTI Service Information Enterprise Settings Information Checklist Recording File Storage Information Checklist Monitoring and Notification Information Checklist Remote User Information Checklist RTP Filters Information Checklist • Deployment Activities Day 1 Day 2 Day 3 151 152 152 151 150 151 147 Active Directory Domain Information Checklist .

• Installation Checklists 153 153 153 154 154 155 155 156 156 153 Deployment Information Checklist Server Information Checklist Unified CM Information Checklist Build Server Information Checklist Services Installation Checklist Active Directory Information Checklist Optional: Install Windows SNMP Services Checklist Initial Mode Configuration Checklist Cisco Unified CC Database Checklist Cisco Unified CM Checklist Database Checklist 157 157 Monitoring and Recording CTI Service Checklist Enterprise Settings Checklist 158 159 160 161 Optional: Domain Information Checklist Recording File Storage Location Checklist Upload Settings Checklist RTP Filters Checklist Status Checklist 162 162 163 163 Install JTAPI Checklist 162 161 Monitoring and Notification Checklist 158 Cisco Monitoring and Recording Checklist Screen Recording Gateway Checklist Client Applications Checklist 163 Monitoring and Recording Administrator Checklist 164 Backup and Restore 167 • Upgrades 167 167 167 168 • Disaster Recovery • Backing Up the Cisco Monitoring and Recording Databases • Restoring the Cisco Monitoring and Recording Database .

Prepare the server for Cisco Monitoring and Recording installation 2. Install the Calabrio Screen Player Plug-in on client PCs 5. Calabrio Screen Player Plug-in Use the Calabrio Screen Player Plug-in to play back recordings from the Search and Play widget and the Evaluate and Review widget in the Cisco Unified Workforce Optimization.0 in the following order: 1.0. Client Applications You can install the Cisco Monitoring and Recording client applications from web pages. Monitoring and Recording Administrator Use Monitoring and Recording Administrator to assign user roles. Install Cisco Monitoring and Recording 8. workflows.Overview Cisco Monitoring and Recording Components Overview This document explains how to install Cisco Unified Workforce Optimization Monitoring and Recording 8. and maintain the Cisco Monitoring and Recording system. set up groups. You install Monitoring and Recording Administrator on the client PC assigned to the Monitoring and Recording administrator. You install Calabrio Screen Player Plug-in on client PCs. Install the Desktop Recording service on client PCs 6. set up recording archiving. and other Cisco Monitoring and Recording elements 4. create evaluation forms. Install Cisco Monitoring and Recording Administrator to configure users. Install and configure Cisco Monitoring and Recording services on the server component 3. These web pages reside on the Cisco Monitoring and Recording Base Services server. set up workflows for recording customer contacts. 11 . groups. Verify agents can access Cisco Unified Workforce Optimization Cisco Monitoring and Recording Components The following client applications and services make up the Cisco Monitoring and Recording system. manage evaluation forms.

The retention time configured in Monitoring and Recording Administrator determines the time when the DB Cleaner service purges records. The Data API service is part of the Monitoring and Recording Base Services. Cisco Unified Workforce Optimization Use Cisco Unified Workforce Optimization to evaluate contacts. Each user role has a different level of access to information. view evaluated contacts. the Monitoring and Recording DB Proxy (DB Proxy) service is the single point of connection that uses a Screen Recording 12 . See “Desktop Recording Service (Endpoint) Requirements” on page 37 for more information. is responsible for recording contacts and collecting metadata associated with recorded calls. You install Desktop Recording services on client PCs. The DB Cleaner service is part of the Monitoring and Recording Database Services. The Desktop Recording service uploads recordings to the Voice and Screen server and uploads the metadata to the Cisco Monitoring and Recording database. Services You install the following Cisco Monitoring and Recording services from the Cisco Monitoring and Recording DVD. and access archived contacts. located on the agent’s PC. Monitoring and Recording DB Cleaner Service The Monitoring and Recording DB Cleaner (DB Cleaner) service purges records from the Cisco Monitoring and Recording database and purges media files from the Voice and Screen server on a daily basis. view reports. Monitoring and Recording CTI Service The Monitoring and Recording CTI service (CTI service) acts as a bridge between the Desktop Recording service and the Cisco Unified Communications Manager/CTI Manager.Overview Cisco Monitoring and Recording Components Desktop Recording Service The Desktop Recording service. Monitoring and Recording Data API Service Cisco Monitoring and Recording components use the Monitoring and Recording Data API (Data API) service to get configuration data. The Monitoring and Recording CTI service sends events to the Desktop Recording service when there is a change in the status of monitored phones. Monitoring and Recording DB Proxy Service In Cisco Monitoring and Recording deployments. Web Applications You access the Cisco Monitoring and Recording web applications from a web browser.

The Upload Controller service is part of the Monitoring and Recording Database Services. and synchronizes the information with Cisco Monitoring and Recording. Monitoring and Recording Network Recording Service The Monitoring and Recording Network Recording (Network Recording) service enables recording for agents who are configured for Server Recording (SPAN) and Network Recording. and Licensing webapp. These applications are installed as part of base services and when you select Monitoring and Recording Voice/Screen Services during installation. You can use this primarily in instances where Desktop Recording (Endpoint) is not supported. You can configure a mix of devices associated with the same server running the Network Recording service for Server Recording and Network Recording. Server API engine. Monitoring and Recording Upload Controller The Monitoring and Recording Upload Controller (Upload Controller) service manages the upload of recordings and records metadata to the Voice and Screen server.Overview Cisco Monitoring and Recording Components Gateway between users and the Cisco Monitoring and Recording database. The DB Proxy service is part of the Monitoring and Recording Database Services. 13 . The Mana service is part of the Monitoring and Recording Base Services. The Jetty service is part of the Monitoring and Recording Base Services and Monitoring and Recording Voice/Screen Services. Monitoring and Recording Monitor Service The Monitoring and Recording Monitor (Monitor) service works in conjunction with the Network Recording service for server recording. The Sync service is part of the Monitoring and Recording Base Services. C1Surrogate webapp. Monitoring and Recording Sync Service The Monitoring and Recording Sync (Sync) service reads data at an interval of every 10 minutes directly from Unified CCX. The Monitor service captures the packets that the Network Recording service records. the Mana service notifies the administrators through the event viewer or through email. Monitoring and Recording Monitoring and Notification Service The Monitoring and Recording Monitoring and Notification (Mana) service handles real-time monitoring of the Cisco Monitoring and Recording system. When there are problems. File Transfer Servlet (FTS). You can select the problems that trigger the notification in Monitoring and Recording Administrator. Monitoring and Recording Jetty Service The Monitoring and Recording Jetty (Jetty) service webserver hosts the Cisco Monitoring and Recording Reports webapp.

the supervisor can still view the screen recordings made by these agents. If the supervisor for these agents has a Cisco Quality Management (QM) license. The license type determines what Cisco Monitoring and Recording records. For example. Status and archive reports are available to supervisors and managers only. they can record their screens. This configuration is able to use an optional external storage server to store voice and screen recording files. Advanced Quality Management License The Cisco Unified Workforce Optimization Advanced Quality Management (AQM) license supports both audio and screen recordings. Cisco Monitoring and Recording supports one system configuration.Overview Mixed-mode Licensing Mixed-mode Licensing Cisco Monitoring and Recording supports mixed-mode licensing. The single server configuration consists of the following servers. An administrator can assign one user to one license type and another user to another license type. The license type does not determine what Cisco Monitoring and Recording features a user can view in Cisco Unified Workforce Optimization. as follows: • • Audio-only recording for archival purposes Screen and audio recordings for quality management purposes Call Recording License The Cisco Unified Workforce Optimization Call Recording (CR) license allows only audio recording and archive search and playback. if Agents X and Y use an Cisco Advanced Quality Management (AQM) license. Figure 1 on page 16 illustrates the supported configuration. System Configuration This topic describes the system configuration for Cisco Monitoring and Recording. Quality Management License The Cisco Unified Workforce Optimization Quality Management (QM) license supports audio contact recordings only for archival and quality management purposes. • Cisco Monitoring and Recording – – CTI service Data API service 14 .

NOTE: To maximize system performance and increase data storage capacity. do not install other applications on the server that host the Cisco Monitoring and Recording services.Overview System Configuration – – – – – – – – • • DB Cleaner service DB Proxy service Jetty service Mana service Monitor service (for SPAN or Network Recording) Network Recording service (for SPAN or Network Recording) Sync service Upload Controller Optional external recording storage server Optional external server hosting SQL server NOTE: Screen recording is available to users who have the Advanced QM license only. 15 .

Overview System Requirements Supported Configuration Figure 1. 16 . Supported configuration System Requirements This topic lists the Cisco Monitoring and Recording requirements. Read this information carefully and ensure your system environment meets all requirements before you install Cisco Monitoring and Recording.

http://www. The document appears in the search results list.com).cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cr s/express_compatibility/matrix/crscomtx.pdf NOTE: The Cisco website is subject to change without notice.0 runs in the operating environment described in Table 2 through Table 7 on page 23. If above address does not work.0 supports the following Cisco Unified Contact Center Express (Unified CCX) environment: Table 1. 17 .Overview System Requirements System Environment Cisco Monitoring and Recording 8. System environment ACD Unified CCX 8. Operating Environment Cisco Monitoring and Recording 8. go to the Cisco home page (www. type the name of the document in the Search field. Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator (No Recording) Table 2 displays the minimum hardware requirements for Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator without recording.0(2) or later 8.cisco. Data Configuration Environment Use one of the following products to maintain the system configuration data. See the Cisco Unified Contact Center Express (Cisco Unified CCX) Software and Hardware Compatibility Guide for a complete list of supported combinations at the following URL.x Cisco Unified Communications Manager (CM) Cisco Monitoring and Recording works with any official Cisco maintenance release version of Unified CCX and Unified CM displayed in Table 1. and click Go.

Cisco Monitoring and Recording does not support 64-bit processor for Vista.com/windows/windows-vista/get/system-requirements. Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator (no recording) Operating System Windows XP Professional. and click Go.microsoft. The latest Microsoft Vista requirements are available at: http://www. The document appears in the search results list. and Ultimate Editionsb 1 GHz processor 1 GB of system memory 200 MB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65.Overview System Requirements Table 2. enter the name of the document in the Search field. If the above links do not work.000 colors minimum Windows 7 Professional and Ultimatec 1 GHz processor 1 GB of system memory 200 MB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65.aspx c. NICs must support Promiscuous Mode. b. See the Configuring and Troubleshooting VoIP Monitoring and Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring documents for more information on the Promiscuous Mode and testing a NIC’s capabilities.000 colors minimum Windows Vista Business. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7.com/systemrequirements. The latest Microsoft Windows 7 requirements are available at http://windows.microsoft.com). These documents are available on the Cisco website.000 colors minimum a. Note that the Cisco website is subject to change without notice.cisco. Enterprise. 18 . Service Pack 3 or later Minimum Hardware Requirements 1 GHz processor 256 MB RAM 200 MB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65. go to the Cisco home page (www.

microsoft. These documents are available on the Cisco website. The latest Microsoft Windows 7 requirements are available at http://windows. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7. The latest Microsoft Vista requirements are available at: http://www. If the above links do not work.com). and Ultimate Editionsb 1 GHz processor 1 GB of system memory 1 GB HDD free space 100 Mbit NICa Windows 7 Professional and Ultimatec 1 GHz processor 1 GB of system memory 1 GB HDD free space 100 Mbit NICa a. Cisco Monitoring and Recording does not support 64-bit processor for Vista. and click Go. QM License and Call Recording License (voice recording only) Operating System Windows XP Professional. Note that the Cisco website is subject to change without notice.microsoft. The document appears in the search results list. QM License and Call Recording License (Voice Recording Plus) Table 4 displays the minimum hardware requirements for QM license and Call Recording license with voice recording plus Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator. NICs must support Promiscuous Mode.com/systemrequirements.Overview System Requirements QM License and Call Recording License (Voice Recording Only) Table 3 displays the minimum hardware requirements for QM License and Call Recording License for voice recording only.aspx c.cisco. Enterprise. enter the name of the document in the Search field. b.com/windows/windows-vista/get/system-requirements. Table 3. 19 . Service Pack 3 or later Minimum Hardware Requirements 500 MHz processor 256 MB RAM 1 GB HDD free space 100 Mbit NICa Windows Vista Business. See the Configuring and Troubleshooting VoIP Monitoring and Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring documents for more information on the Promiscuous Mode and testing a NIC’s capabilities. go to the Cisco home page (www.

com/windows/windows-vista/get/system-requirements.microsoft. The latest Microsoft Vista requirements are available at: http://www.000 colors minimum Windows 7 Professional and Ultimatec 1 GHz processor 1 GB of system memory 1 GB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65.aspx c. See the Configuring and Troubleshooting VoIP Monitoring and Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring documents for more information on the Promiscuous Mode and testing a NIC’s capabilities. The latest Microsoft Windows 7 requirements are available at http://windows. Service Pack 3 or later Minimum Hardware Requirements 1 GHz processor 256 MB RAM 1 GB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65. QM license and Call Recording license (voice recording plus Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator) Operating System Windows XP Professional.000 colors minimum a.microsoft. These documents are available on the Cisco website. The document appears in the search results list. If the above links do not work.Overview System Requirements Table 4. Enterprise.cisco. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7.com). go to the Cisco home page (www. Cisco Monitoring and Recording does not support 64-bit processor for Vista. and Ultimate Editionsb 1 GHz processor 1 GB of system memory 1 GB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65. enter the name of the document in the Search field. NICs must support Promiscuous Mode. and click Go. b. Note that the Cisco website is subject to change without notice. 20 .000 colors minimum Windows Vista Business.com/systemrequirements.

microsoft. enter the name of the document in the Search field.aspx c. and click Go. AQM License (voice and screen recording) Operating System Windows XP Professional. 21 . b.Overview System Requirements AQM License (Voice and Screen Recording) Table 5 displays the minimum hardware requirements for AQM License using voice and screen recording. The latest Microsoft Vista requirements are available at: http://www.microsoft. See the Configuring and Troubleshooting VoIP Monitoring and Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring documents for more information on the Promiscuous Mode and testing a NIC’s capabilities.4 GHz processor 1 GB RAM 1 GB HDD free space 100 Mbit NICa Windows Vista Business. Enterprise. Service Pack 3 or later Minimum Hardware Requirements 1.com). AQM License (Voice and Screen Recording Plus) Table 6 displays the minimum hardware requirements for AQM License using voice and screen recording plus Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator. go to the Cisco home page (www. Note that the Cisco website is subject to change without notice. The document appears in the search results list. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7. and Ultimate Editionsb 2 GHz processor 2 GB of system memory 1 GB HDD free space 100 Mbit NICa Windows 7 Professional and Ultimatec 2 GHz processor 2 GB of system memory 1 GB HDD free space 100 Mbit NICa a. Cisco Monitoring and Recording does not support 64-bit processor for Vista. These documents are available on the Cisco website. If the above links do not work.cisco. The latest Microsoft Windows 7 requirements are available at http://windows.com/systemrequirements. NICs must support Promiscuous Mode. Table 5.com/windows/windows-vista/get/system-requirements.

enter the name of the document in the Search field. Enterprise. and Ultimate Editionsb 2 GHz processor 2 GB of system memory 1 GB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65. The latest Microsoft Vista requirements are available at: http://www. The latest Microsoft Windows 7 requirements are available at http://windows.cisco. These documents are available on the Cisco website. See the Configuring and Troubleshooting VoIP Monitoring and Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring documents for more information on the Promiscuous Mode and testing a NIC’s capabilities.com).000 colors minimum a.aspx c.Overview System Requirements Table 6. Service Pack 3 or later Minimum Hardware Requirements 1. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7. NICs must support Promiscuous Mode. The document appears in the search results list. Cisco Monitoring and Recording does not support 64-bit processor for Vista. If the above links do not work.com/windows/windows-vista/get/system-requirements.4 GHz processor 1 GB RAM 1 GB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65. go to the Cisco home page (www. AQM License (voice and screen recording plus Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator) Operating System Windows XP Professional.microsoft.com/systemrequirements. 22 . and click Go.000 colors minimum Windows Vista Business.microsoft.000 colors minimum Windows 7 Professional and Ultimatec 2 GHz processor 2 GB of system memory 1 GB HDD free space 100 Mbit NICa 1280 x 1024 screen resolution Medium (16 bit) 65. b. Note that the Cisco website is subject to change without notice.

Cisco Monitoring and Recording base server operating systems and hardware requirements Operating System Windows 2003 Serverabc Service Pack 2 5 Client Access Licenses (CAL) Windows 2008 Server R1bc Service Pack 1 5 Client Access Licenses (CAL) VMware ESX Serverbce Minimum Hardware Requirements Cisco Media Convergence Server (MCS) platform or exact equivalentd Cisco Media Convergence Server (MCS) platform or exact equivalentd 3. 23 .4 GHz Dual Pentium 4 3 GB RAM 200 GB RAM hard disk space Cisco Media Convergence Server (MCS) platform or equivalent a.Overview System Requirements Cisco Monitoring and Recording Base Server Operating Systems and Hardware Requirements Table 7 displays the minimum hardware requirements for the Cisco Monitoring and Recording base server operating systems. You can also choose to configure MCS servers for Cisco Monitoring and Recording storage. and VMware ESX Server. Cisco does not support the installation of Cisco Monitoring and Recording on a machine running Cisco OEM Windows Server 2003. determining the actual server performance results under the VMware environment is the customer’s responsibility.cisco. the customer may be required to shut down other VM sessions or reproduce the problem in a non-VMware configuration to assist in the isolation of the issue. Cisco support for performance and scalability issues are limited to server-based deployments. Due to the many VM configuration factors and possible performance impacts of additional hosted virtual servers. Windows 2008 Server SP 1. Cisco only supports the 32-bit version of Windows 2003 Server SP 2. Server Capacity Guidelines Use the capacity guidelines in the following table to determine the MCS server or MCS server equivalent to use as the Cisco Monitoring and Recording as the server. If a problem occurs. Cisco did not test for performance or scalability in the VMware environment. Table 7. Cisco only tested Cisco Monitoring and Recording hosted on VMware for functionality. d. In a single configuration. the following components are located on the server.com/en/US/products/hw/voiceapp/ps378/index.html. go to http://www. e. c. For more information about Cisco MCS specifications. Cisco only supports the English locale on the server’s operating system. b. Cisco supports the currently shipped MCS platform.

Overview System Requirements • • • • • • • • • • • CTI service Data API service DB Cleaner service DB Proxy service Jetty service Mana service Monitor service Network Recording service Sync service Upload Controller service Cisco Monitoring and Recording databases Capacity is also affected by the type of recording you choose to implement. Single server configurations for Server Recording and Network Recording Cisco MCS Equivalent Maximum number of concurrent agents/users for voice only Maximum number of concurrent agents/users for voice and screen MCS 7816 n/a MCS 7825 40 MCS 7835 70 MCS 7845 100 n/a 20 35 50 Single Server Configurations for Desktop Recording Table 9 displays the capacity guidelines for single server configurations using Desktop Recording (Endpoint). Table 8. 24 . Single Server Configurations for Server Recording and Network Recording Table 8 displays the capacity guidelines for single server configurations using Server Recording (SPAN) or Network Recording.

Overview System Requirements Table 9. 25 . This only applies to Server Recording. Disk Storage Sizing Guidelines If you want to store recording files you need storage space on a hard drive. Single server capacity guidelines for Desktop Recording Cisco MCS Equivalent maximum number of named users for voice and screen maximum number of concurrent agents/users for voice and screen MCS 7816 450 MCS 7825 900 MCS 7835 1500 MCS 7845 3600 150 300 500 1200 Off-board Server Configurations for Server Recording and Network Recording Table 10 displays the capacity guidelines for off-board server configurations using Server Recording (SPAN) or Network Recording. Off-board server configurations for Server Recording and Network Recording Cisco MCS Equivalent Maximum number of concurrent agents/users for voice only Maximum number of concurrent agents/users for voice and screen Maximum number of concurrent agents/users for monitoringa MCS 7816 n/a MCS 7825 120 MCS 7835 200 MCS 7845 300 n/a 60 100 150 n/a 80 130 200 a. Table 10.

Overview System Requirements To estimate the amount of disk storage required for your system. Supported Remote Agent Configurations Some companies allow their agents to work offsite. the daily folder is located on the on your C: drive. Software VPN Support Cisco Monitoring and Recording supports the following Server Recording (SPAN) configurations when using the Cisco Systems VPN client: • A non-IP phone using Cisco Unified Mobile Agent for both voice and screen recording For more information on Cisco Unified Mobile Agent. you must ensure that you use a remote agent configuration that is supported by Cisco Monitoring and Recording. If you are using Server Recording (SPAN) or Network Recording.com/en/US/prod/collateral/voicesw/custcosw/ps5693/p s6223/product_data_sheet0900aecd80425476. The recordings remain on the client machine until you free up disk space on the storage location. Rates for screen recording may increase by as much as 2-4 times when the captured screens are displaying dynamic.spx recording Voice and screen recordings can occupy a great deal of hard disk drive space on the Cisco Monitoring and Recording server that hosts the recording file storage location. and the number of monitors recorded. or media-intensive applications. To protect the recording file storage location from running out of the free space required for normal operations and to prevent crashes.html 26 .cisco. The rate specified above is based on field data for low to moderate screen activity with a single monitor.0 MB for each minute of . graphical. When installing Cisco Monitoring and Recording. Cisco recommends using a Redundant Array of Independent Disks (RAID) for storage reliability. display resolution. the Cisco Monitoring and Recording halts recording when the available hard drive disk space fall below 2 GB. • Voice recordings: ~120 KB for each minute of . This document can be accessed at the following Cisco website: https://www. see the Cisco Mobile Agent Data Sheet.spx recording NOTE: Screen recordings rates are dependent on the type of screen activity. use the following guidelines: • Screen recordings: ~1.

x for voice and screen recording Hardware VPN Support Cisco Monitoring and Recording supports Desktop Recording (Endpoint) for remote agents with an attached IP phone or IP soft phone for both voice and screen recording using a Cisco 831 router or the Cisco 871 router.0 requires the following third-party applications in order to run successfully. These applications are not installed when you install Cisco Monitoring and Recording. Cisco Monitoring and Recording supports remote agents with a Network Recording and Monitoring capable IP phone or a Network Recording and Monitoring capable IP soft phone for both voice and screen recording using a Cisco 831 router or the Cisco 871 router. 27 . They must be purchased and installed separately.Overview System Requirements Cisco Monitoring and Recording supports the following Desktop Recording configuration when using the Cisco System VPN client: • Endpoint recording behind a VPN when using an IP soft phone Cisco Monitoring and Recording supports the following Network Recording configuration when using the Cisco System VPN client: • IP Communicator version 7. Required Third-Party Applications Cisco Monitoring and Recording 8.

com Media playback for voice and screen from the Cisco Unified Workforce Optimization’s Search and Play widget and Evaluate and Review widget.exe.x Microsoft Internet Explorer 7 or 8 Client machine 28 .0 or later Installed Where Cisco Monitoring and Recording Database server or offboard server Database Use Cisco Monitoring and Recording Base Services server Client machine Database PDF-based reports and Cisco Monitoring and Recording user documentation.adobe. Cisco Monitoring and Recording application widgets and HTML-based reports Java Runtime Environment (JRE) 1. Free download at www.0 update 13 or latera On the client machine where the Calabrio Screen Player Plug-in is installed Cisco Monitoring and Recording requires one of the following web browsers: • • Firefox 3.6. Download from http://<Monitoring and Recording Base Server>:8088/TUP/QM/jre-6u13windows-i586-p.0 Adobe Reader 6.0. where <Monitoring and Recording Base Server> is the IP address for the Monitoring and Recording Base Services server. Required third-party applications Application Microsoft SQL Server 2005 Standard Edition Service Pack 2 or Microsoft SQL Server 2008 Standard Edition Service Pack 1 IBM Informix Client Software Development Kit 3.Overview System Requirements Table 11.

The document appears in the search results list. Supported IP Phones for Desktop Recording and Server Recording (SPAN) For a list of supported IP phones. you must install the JRE on the client machine. If the above address does not work. Phones have to be qualified to work with Cisco Monitoring and Recording before you install Cisco Monitoring and Recording. Web Browser Considerations Our testing has found that the time required to fully render a page within the Cisco Unified Workforce Optimization can vary from one web browser family to the next. You can access this document at the following Cisco website: http://www.x or later IE 8 IE 7 Supported IP Phones All phones used by Cisco Monitoring and Recording must support endpoint monitoring.com). NOTE: Not all of the phones listed in this document are compatible with Cisco Monitoring and Recording. If user interface performance is a major concern to your business practice. the web browsers perform page rendering in the following order from fastest to slowest: • • • FF 3. The JRE is automatically installed when you install Cisco Monitoring and Recording Administrator. go to the Cisco home page (www. You can access this document at the following Cisco website: http://www. If you are using only the Cisco Unified Workforce Optimization.pdf 29 . see the Cisco Unified Contact Center Express (Cisco Unified CCX) Software and Hardware Compatibility Guide. and click Go. enter the name of the document in the Search field.cisco. Hard IP phones require a PC port.cisco. see the Cisco Unified Communications Manager Features and Services Guide.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cr s/express_compatibility/matrix/crscomtx. Supported IP Phones for Network Recording For a list of phones that support Monitoring and Recording.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/ccmfeat/f sgd.pdf NOTE: The Cisco website is subject to change without notice.Overview System Requirements a.cisco.

Overview System Requirements

NOTE: The Cisco website is subject to change without notice. If the above address does not work, go to the Cisco home page (www.cisco.com), enter the name of the document in the Search field, and click Go. The document appears in the search results list. NOTE: Not all of the phones listed in this document are compatible with Cisco Monitoring and Recording. Phones have to be qualified to work with Cisco Monitoring and Recording before you install Cisco Monitoring and Recording. Cisco IP Communicator Considerations When configuring phone names for Cisco IP Communicator, verify all phone names begin with SEP. If the phone names do not begin with SEP, you will not be able to find them when you search for devices from the VoIP Devices window in Monitoring and Recording Administrator. When using Cisco IP Communicator, the MAC on the client machine’s NIC should be the same configured device name specified in Cisco Unified CM. Qualifying Phones for Cisco Monitoring and Recording Some phones do not function with the Desktop Recording service (Endpoint). Verify your phones support endpoint monitoring (hard IP phones must have a PC port) before installing Cisco Monitoring and Recording. Server Recording (SPAN) is not limited by this requirement. Phones Tested with Cisco Monitoring and Recording Phones Tested for Desktop Recording and Server Recording: The following phones were tested and work with Cisco Monitoring and Recording when running Desktop Recording and Server Recording. • • 7910, 7940, 7941G, 7960, 7961G, 7970G — These phones have a PC port. Cisco IP Communicator 7.x

Phones Tested for Network Recording: The following phones were tested and work with Cisco Monitoring and Recording when running Network Recording. • • 7941G, 7941G-GE, 7945G, 7961G, 7970G, 7971, 9971 Cisco IP Communicator IP 7.x

Supported Cisco Unified Outbound Dialer Modes
Cisco Monitoring and Recording 8.0 supports the Direct Preview dialing mode.

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Overview Recording Requirements

Recording Requirements
You can configure Cisco Monitoring and Recording to record an agent’s calls from the agent’s desktop or from a server. This section describes the requirements and consideration for the following scenarios: • • • Using Desktop Recording service (Endpoint) to record from an agent’s desktop Using Server Recording (SPAN) Using Network Recording NOTE: Shared lines are not supported for the Desktop Recording, Network Recording, or Server Recording.

Required Codecs
Cisco Monitoring and Recording supports the G.711, G.722, and G.729 codecs with Desktop Recording (Endpoint), Network Recording, and Server Recording (SPAN). If you do not use a supported code, expect the following results. • • The Desktop Recording service and Network Recording service will not function correctly if IP phones use any other codec. Unsupported codecs will result in a 1KB (8bytes) recording (raw file).

Consult the Unified CM documentation for information on changing the codec of the IP phone.

Server Recording (SPAN) and Network Recording Considerations
General The following deployment scenarios are not supported by the Desktop Recording service (Endpoint). In these instances, you must use Server Recording or Network Recording. • • Thin clients (Citrix or Microsoft Terminal Services) Phones without PCs

You need to configure which devices will be recorded using Server Recording or Network Recording. The VoIP Devices node in Monitoring and Recording Administrator enables you to search for the devices configured in Unified CM and enable the devices for Server Recording or Network Recording. You can then associate an agent, a Monitor service server (Server Recording only), and a Network Recording server with those devices. See “VoIP Devices” in the Monitoring and Recording Services Administrator User Guide for more information.

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Overview Recording Requirements

Voice and screen recordings can occupy a great deal of hard disk drive space on the file storage location. See for “Disk Storage Sizing Guidelines” on page 25 more information. Server Recording and Network Recording have the following limitations: • If multiple agents use the same extension (for example, two agents on different shifts use the same phone), then recordings are attributed to the agent associated with that phone device in Monitoring and Recording Administrator. Extension mobility is not supported. A device cannot be registered for Server Recording and Network Recording at the same time. You can, however, change the configuration from Server Recording to Network Recording. Or change a configuration from Network Recording to Server Recording.

• •

Server Recording (SPAN) The Cisco Catalyst line of IP network switches support a feature called Switched Port Analyzer (SPAN), or port monitoring, that allows network traffic flowing through a particular switch port or group of ports to be copied and sent to a destination port. The Monitor service listening on this destination port can then get access to packets containing audio data representing a phone call. This method of packet capture is known as Server Recording. For Server Recording, the Monitor service must be connected to the SPAN port on the switch that is connected to the phones you want to record. See Configuring and Troubleshooting VoIP Monitoring for more information on SPAN. This document can be accessed at the following Cisco website: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ca d_enterprise/non_release_docs/voip-mon-troubleshooting.pdf NOTE: The Cisco website is subject to change without notice. If the above address does not work, go to the Cisco home page (www.cisco.com), enter the name of the document in the Search field, and click Go. The document will appear in the search results list. Server Recording acts as a backup to Desktop Recording (Endpoint). If a device configured for Server Recording is detected by the Desktop Recording service (Endpoint), then the Desktop Recording service will be used to capture the voice recording. NOTE: If you want to use Server Recording exclusively, do not daisy chain a phone to your PC.

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Cisco Monitoring and Recording does not capture the entire conversation. An advantage to the Network Recording approach is that it does not require you to configure SPAN ports for capturing voice traffic. there will be a delay before recording starts on the backup recording server. If you select On Demand for each line you want to record. Cisco Monitoring and Recording does not initiate the recording. 33 . consider the following: • • To enable Network Recording for Cisco Monitoring and Recording. For more information on this subject. The only “backup” for Network Recording is a backup recording server running the Network Recording service and that is only when you shut down the primary recording server using Top Down scheduling in Cisco Unified CM. You might miss a portion at the beginning of each recording until the primary recording server is online again.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/ccmfeat/f smr. The backup recording server begins recording calls when the primary recording server is not available. No additional configuration within Monitoring and Recording Administrator is required to make this work. a third-party application is required to initiate the recording. see the “Monitoring and Recording” section of the Cisco Unified Communications Manager Features and Services Guide available at: http://www.html When configuring Unified CM Administration for Network Recording.cisco.Overview Recording Requirements Network Recording Network Recording uses the Cisco Unified Communications Manager Recording functionality to capturing voice for recording and the built-in bridge (BIB) functionality of capable IP phones to send voice streams from the device being recorded to the Network Recording service. you must set up Unified CM for Automatic Recording on each line you want to record. Not available could mean any of the following: – – – – The Network Recording service on the primary recording server stopped The primary recording server is shut down The primary recording server is no longer connected to the network The Network Recording service on the primary recording server reached capacity for simultaneous recordings • NOTE: When the primary recording server shuts down or is no longer connected to the network. Cisco Monitoring and Recording will only capture the voice and screen from the point where a request to record is issued.

and there are only two recordings. Phones supported for Network Monitoring and Recording can be found in the Cisco Unified Communications Manager Features and Services Guide available at: http://www. However. they must be added to the Unified CM application user group that was configured for Call Monitoring (that is. JTAPI user) and have a calling search space for the extension that includes the user's line or device partition to allow a supervisor or manager to monitor an agent.x or later.cisco. If a device is configured in Monitoring and Recording Administrator for Network Recording.0 to silently monitor calls. This feature is explained fully in the Cisco documentation. All phones used for live monitoring must be set up for Network Recording in both the Unified CM Administration and Monitoring and Recording Administrator. Network Recording does not act as a backup to Desktop Recording (Endpoint). change the configuration from Server Recording to Network Recording.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/cc mfeat/fsmr. see the Monitoring and Recording Services Administrator User Guide. You can.html • A device cannot be configured for Server Recording and Network Recording at the same time. Points to Remember Live Monitor uses the Unified CM’s Silent Call Monitoring feature introduced in Unified CM 6. however. However certain important characteristics of this feature will be reiterated here for clarity and to ensure successful configuration. This includes IP Communicator 7. Remember the following points when configuring phones to support the Live Monitor application. When setting up your phones for Network Recording.. • For more information on configuring your system for Network Recording. Or change a configuration from Network Recording to Server Recording. • 34 . Phones used to monitor users do not need to be configured for Network Recording.Overview Recording Requirements • Workflow rules apply to all recorded calls. For example. Unlike Server Recording. if you configure a quality management workflow to save five recordings for a specific agent. only the two recordings will be kept. installation and usage. then Network Recording will be the only recording approach used for that device. • • Live Monitor only works on phones that include a Built In Bridge (BIB). consider the following: • Not all IP phones support Network Recording.

any live monitoring sessions they conduct might be recorded. all calls on the first extension will be recorded. but live monitor sessions conducted on the second extension will not be recorded. The calls will only be uploaded and displayed as calls in the Cisco Monitoring and Recording system if they match either an archive workflow or a quality management workflow. • • Installing Unified CM for Network Recording If you intend to use Network Recording. If a supervisor or manager is configured to be recorded using any recording method (for example. that is not configured to be recorded.Overview Recording Requirements • The extension a supervisor or manager enters in the My Extension field in the Live Monitor application must be added to Unified CM application user group that was configured for Call Monitoring (that is. or Network Recording). To avoid this behavior. Server Recording. It is not enabled or restricted by Live Monitor. Live Monitor support for Secure calls and multiple codecs is defined by Unified CM. a Monitoring and Recording administrator can configure a second extension in Monitoring and Recording Administrator. the JTAPI user) and have a calling search space for the extension that includes the user's line or device partition to allow monitoring the agent. and possibly Unified CM. use the following configuration instructions while installing Cisco Unified CM per the Cisco Unified CM documentation. 35 . Desktop Recording. Therefore.

ADDITIONAL INFORMATION: See “Directory Number Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. ADDITIONAL INFORMATION: See “Application User Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. ADDITIONAL INFORMATION: See “Cisco Unified IP Phone Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. ADDITIONAL INFORMATION: See “Trunk Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. ADDITIONAL INFORMATION: See “Route Pattern Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. • Create a recording profile. 36 . • Enable recording for a line appearance. • Create a route pattern for the recorder. • Add a user for the monitoring and recording application. ADDITIONAL INFORMATION: See “Recording Profile Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. ADDITIONAL INFORMATION: See “Directory Number Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. • Configure the recorder for redundancy. • Configure tones for monitoring and recording. ADDITIONAL INFORMATION: See “Trunk Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. ADDITIONAL INFORMATION: See “Service Parameters Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. ADDITIONAL INFORMATION: See “Application User Configuration” and “User Group Configuration” in the Cisco Unified Communications Manager Administration Guide for more information. • Add the use to a user group that allows monitoring and recording.Overview Recording Requirements TASK • Enable IP phone BIB (Built In Bridge) to allow monitoring and recording. • Configure DN for a monitoring calling search space. • Create a SIP trunk that points to the recorder.

Enabling Required Phone Device Parameters For the Desktop Recording service to function correctly. set these parameters to Enabled: • • • PC Port PC Voice VLAN Access Span to PC Port NOTE: Not all devices or Unified CM versions use all these settings. In Unified CM Administration. and then search for and select the agent’s phone device. Configure those that do appear for your device and Unified CM version. the recordings are automatically removed from the PC. choose Device > Phone. STEP RESULT: The phone device’s Phone Configuration page appears. 2. the Desktop Recording service halts recording when the available hard disk drive space falls below the following minimum capacity: • • Voice recordings: 100 MB Screen recordings: 250 MB After the space is freed up. They are enabled by default. NOTE: After the recordings are uploaded from the agent's PC to the storage server. Click Update. In the Product Specific Configuration Layout section. Network Interface Cards The Desktop Recording service does not function with some network interface cards (NICs). To protect the agent’s computer from running out of the free space required for normal operations and to prevent crashes.Overview Recording Requirements Desktop Recording Service (Endpoint) Requirements This section contains information about requirements for Desktop Recording (Endpoint) using the Desktop Recording service. you must enable several required phone device parameters in Unified CM Administration. The Intel PRO/100 and PRO/1000 NIC series are unable to detect both voice 37 . 3. If for some reason they have been disabled. TASK 1. follow this procedure to re-enable them. recordings will resume. Hard Disk Drive Space on Agent’s Computers Recordings can occupy a great deal of hard disk drive space on an agent’s computer.

connected to the network (Figure 3). Another solution is to use a NIC that is fully NDIS-compliant. NOTE: Multiple daisy-chained phones are not supported. These NICs do not fully support NDIS Promiscuous Mode settings.Overview Recording Requirements packets and data packets in a multiple VLAN environment. The following is a partial list of supported NICs: • • • • • D-Link Express EtherNetwork Workstation Ethernet LAN Connectivity DFE-530TX+ D-Link Fast Ethernet 10/100Mb Adapter DFE-550TX SMC Networks Fast Ethernet PCI Card SMC-1244TX SMC Networks EZ Card 10/100 Mbps Fast Ethernet PCI Card SMC-1255TX ReadyLINK Express 10/100 Fast Ethernet Adapter RE100TX Phone Configurations for the Desktop Recording Service Two phone configurations for endpoint recording are supported: • Hard IP phone and agent computer daisy-chained to the network (Figure 2). A workaround solution is available from the Intel Technical Support website (Solution ID: CS-005897). Figure 2. which prevents the Desktop Recording service from functioning properly. The only time you should daisy-chain your phones is when you intend to use endpoint recording. 38 . Cisco IP Communicator must be in the computer’s startup menu so that it is detected by the Desktop Recording service. Hardware setup (hard IP phone) for the Desktop Recording service • Cisco IP Communicator soft IP phone on the agent’s computer. The workaround described in CS-005897 might not work for some newer Intel PRO/100 and Intel PRO/1000 cards and drivers. No hard IP phone can be on the same network connection as the agent PC. For more information. The IP phone’s VLAN ID can be obtained from the phone’s Network Configuration screen (press Settings and then choose Network Configuration). see the documentation specific to your version of the Unified CM and IP phone model. If the workaround does not solve the problem. the VLAN ID of the IP phone to which the agent computer is directly connected must be added to the VLANs tab of the Intel NIC’s Network Connection Properties dialog box.

The document will appear in the search results list. the ports must be opened manually. See your firewall documentation for instructions.com). go to the Cisco home page (www. the ports in Table 12 must be opened in the Windows Firewall.Overview Firewall Requirements NOTE: Information about configuring phones for server recording can be found in the document Configuring and Troubleshooting VoIP Monitoring. This document can be accessed at the following Cisco website: http://www. Table 12. If the Windows Firewall/Internet Connection Sharing (ICS) service is running when Cisco Monitoring and Recording is installed.pdf NOTE: The Cisco website is subject to change without notice. Hardware setup (Cisco Communicator soft IP phone) for the Desktop Recording service Firewall Requirements For Cisco Monitoring and Recording to function correctly. If another firewall is used. and click Go. See “Microsoft SQL Server” on page 41 for information on adding Windows Firewall exclusions and allowing remote connections for Microsoft SQL Server and Informix Client SDK. or if you start the Windows Firewall/ICS service and then turn on the Windows Firewall after Cisco Monitoring and Recording is installed. enter the name of the document in the Search field. 1504).com/en/US/docs/voice_ip_comm/cust_contact/contact_c enter/cad_enterprise/non_release_docs/voip-mon-troubleshooting. 1433 and 1434) and Informix Client SDK (by default. the Cisco Monitoring and Recording installation process opens all ports and programs as needed except those for Microsoft SQL Server (by default.cisco. Cisco Monitoring and Recording port usage Port/Program 2303 8088 8448 UDP TCP TCP Type DB Proxy service Service Jetty service (Jetty port) Jetty service (Jetty SSL port) 39 . Figure 3. If the address above does not work.cisco.

exe to the firewall exception list. sqlbrowser.exe sqlbrowser. 40 .exe PgSvc.exe needs to be running and added to the exception list in the firewall. If the database uses a named instance.exe 5060 5060 TCP TCP TCP TCP TCP TCP TCP UDP TCP — Type CTI service DB service Sync service Service Upload Controller service Monitor service Network Recording service Data API servicea Network Recording service Network Recording service DB Proxy service UDP TCP UDP SQL Server Browserb Network Recording service Network Recording service a.Overview Firewall Requirements Port/Program 52102 52103 59011 59100 59101 59102 59103 59500-60300 RecordServer. b. the Instance Name filed in QM Databases is empty). The surrogate port is located on the Cisco Monitoring and Recording server. If you are using the default instance (that is. you do not need to add sqlbrowser. The Data API Service uses this port to communicate with the Surrogate.

To access this screen. use the following settings: • • • • Only select the SQL Server Database Services component from the Components to Install screen. you must read this section and ensure all prerequisites are complete. Only select Management Tools from the Feature Selection screen. you must install Microsoft SQL Server 2005 Service Pack 2 or Microsoft SQL Server 2005 Service Pack 1. click Advanced on the Components to Install screen. To access this screen. Microsoft SQL Server Before you install the Cisco Monitoring and Recording. Installation Checklist—Use this checklist in conjunction with the information in this chapter when installing Cisco Monitoring and Recording and running the Site Configuration Setup tool. click Advanced on the Components to Install screen. Select the Mixed Mode option in the Authentication Mode screen. • • • Pre-installation Checklist—Use this checklist to gather configuration information before you install Cisco Monitoring and Recording. 41 . either co-resident with the Monitoring and Recording Database server or on an off-board server. Installing Microsoft SQL Server Install Microsoft SQL Server 2005 Standard Edition Service Pack 2 or Microsoft SQL Server 2008 Standard Edition Service Pack 1 per the SQL Server documentation. Deployment Activities—Use these lists to plan what you need to do to install and deploy Cisco Monitoring and Recording. and configure it for Cisco Monitoring and Recording. Only select Management Tools from the Feature Selection screen. When installing the SQL Server. Pre-installation and Deployment Checklists This document provides the following checklist to help the installation go smoothly.Prerequisites Pre-installation and Deployment Checklists Prerequisites Before you install Cisco Monitoring and Recording.

See http://msdn. db_datawriter—Allows the user to write to the database. dbcreator—Required when the Site Configuration Setup creates the SQMDB database automatically. NOTE: If you are using an instance name and not the default instance. start SQL Server Management Studio. 2. 3.aspx for more information. Assign the following roles to a user login responsible for installation and upgrades: • • • • db_datareader—Allows the user to read the database. the user login is the dbowner of the SQMDB database. If you assign the dbcreator to the user login. Right-click Logins and select New Login from the popup menu to display the Login . which is the default setting).Prerequisites Microsoft SQL Server • Configure the SQL Server instance to be case insensitive (SQL collation name Latin1_General. Assign the following roles to a user login responsible for day-to-day database activities: • • db_datareader db_datawriter The following task assumes you are creating a user login responsible for installation and upgrades. db_owner—Allows the user to change the schema of the database. not automatically. For example. From the navigation tree in the left pane. TASK 1. this service is set to be started manually. Creating an SQL Server User Login Create a user login for the SQL server. This role is only required during installation and upgrades. On the SQL Server computer. you can configure one user login responsible for installation and upgrades and another user login responsible for day-to-day database activities. By default. If necessary. 42 .microsoft. create several user logins for the SQL server.com/en-us/library/ms180175. you must set the SQL Browser Service to start automatically. The SQL Server installation installs the SQL Browser Service. select Security > Logins under the SQL Server instance name. and Site Configuration Setup creates the SQMDB database.New dialog box.

select the dbcreator check box from the list of server roles. On the Server Roles page. 6. On the General page. you must configure it for Cisco Monitoring and Recording. 43 . select the authentication mode SQL Server Authentication. enter a password. and select the following check boxes from the Database role membership. ADDITIONAL INFORMATION: The Cisco Monitoring and Recording database uses the English date format. clear the Enforce password policy check box. If you use a named instance. Configuring Microsoft SQL Server for Cisco Monitoring and Recording After installation of SQL Server 2005 Standard Edition Service Pack 2 or SQL Server 2008 Standard Edition Service Pack 1. and then click OK. and choose English as the default language. On the User Mapping page. • • • db_datareader db_datawriter db_owner NOTE: If you are upgrading from SQL Server 2000 to SQL Server 2005 Standard Edition or SQL Server 2008 Standard Edition on an existing Cisco Monitoring and Recording system. you will receive a message indicating Cisco Monitoring and Recording was unable to save the .msi file when you try to install Cisco Monitoring and Recording service. enter a name for the new login. An easier method is to exclude applications by name. then the port that SQL Server uses is dynamic so that excluding port numbers in the firewall can be difficult. If you assign a language other than English to the SQL Server user the language might use a different date format. The SQL Server user must use English as the default language. select the db_datareader and db_datawriter server roles. STEP RESULT: The new login user appears in the list in the right pane. and then click OK. select SQMDB from the list of Users mapped to this login. 5. Adding Firewall Exclusions by Application Remote connections require that the SQL Server ports are accessible through the firewall. NOTE: If you do not disable UAC in Microsoft SQL Server 2008. causing Screen Recording DB errors and Sync errors.Prerequisites Microsoft SQL Server 4. Microsoft SQL Server 2008 Requirements If you are using Microsoft SQL Server 2008 you must go to User Account Setup and disable User Account Control (UAC) before you install Cisco Monitoring and Recording.

STEP RESULT: The Windows Firewall application starts. Verify that MSQL. Reporting. click Service Area Configuration for Services and Connections.1\Binn\sqlservr. On the Exceptions tab. 3.1 is the correct instance before adding a Windows Firewall exclusion. Click Start > Programs > Microsoft SQL Server <year> > Configuration Tools > SQL Server <year> Surface Area Configuration. 2.Prerequisites Microsoft SQL Server TASK 1. Allowing Remote Connections Microsoft SQL Server 2005 or Microsoft SQL Server 2008 disables remote connections by default. verify that sqlservr. 3. Click Remote Connections. STEP RESULT: The Add a Program dialog box appears. click Start > Settings > Control Panel > Windows Firewall. listing all applications on the server. In the Windows Firewall window. Click OK. Use the following task to enable remote connections in Microsoft SQL Server 2005 or Microsoft SQL Server 2008.exe.1” might not be the correct instance. and Recording Monitoring and Notification Service. 2.exe is in the list of Programs and Services and select the check box. Click Browse and navigate to the SQL Server engine at C:\Program Files\Microsoft SQL Server\MSQL. “MSQL. On the server that hosts SQL Server. ADDITIONAL INFORMATION: Where <year> is either 2005 or 2008. and then expand the tree for the instance configured for Cisco Monitoring and Recording. click Add Program. 4. ADDITIONAL INFORMATION: If there are more than one instance. Under Configure Surface Area for localhost. Microsoft SQL Server 2005 or Microsoft SQL Server 2008 only allows connections from the same server by default. TASK 1. 5. Cisco Monitoring and Recording requires remote connections for Monitoring and Recording Administrator. AFTER COMPLETING THIS TASK: All ports that SQL Server 2005 or SQL Server 2008 opens are now accessible. Select the View by Instance tab. Site Configuration Setup. 44 .

From the options on the resulting window. 4. AFTER COMPLETING THIS TASK: SQL Server Browser starts automatically. Right-click the name and choose Properties. you must install Cisco Unified CM and configure it for Cisco Monitoring and Recording. select Start > Settings > Control Panel > Administrative Tools > Services. On the server that hosts SQL Server. 5. In the Properties dialog box. If you are using a default instance you can skip this task. In the list of services. Click OK. Use this task to start the SQL Server Browser service if you are using a named instance (instead of the default instance). 2. locate SQL Server Browser. AFTER COMPLETING THIS TASK: Microsoft SQL Server 2005 or Microsoft SQL Server 2008 now allows remote connections. Cisco Unified CM Before you install the Cisco Monitoring and Recording. select: • • Local and remote connections Using TCP/IP only NOTE: All other options should be clear. and then click OK.Prerequisites Cisco Unified CM 4. By default. the service status for this component is Stopped and the service startup type is Manual. 45 . allows a client to search for named instances. 5. change the startup type from Manual to Automatic. Configuring the SQL Server Browser The SQL Server Browser. Click Start to start the service. TASK 1. STEP RESULT: The Windows Services utility starts. Install Cisco Unified CM per the Cisco Unified CM documentation. 3. an SQL Server component.

When configuring Cisco Unified CCX Administration. 46 . SNMP allows you to monitor and manage a network from a single workstation or several workstations. Windows SNMP Services Use Simple Network Management Protocol (SNMP) to send error messages from the Cisco Monitoring and Recording services to specified IP addresses. you must change the password for the WorkForce User. You can configure SNMP for notification in the Site Configuration Setup or under Site Configuration in Monitoring and Recording Administrator. This password is required when you run Site Configuration Setup. The WorkForce User manages login ID (uccxworkforce) for the Cisco Unified CCX database. SNMP is actually a family of specifications that provide a means for collecting network management data from the devices that reside in a network. select Start > Control Panel and launch the Add or Remove Programs utility. Install Cisco Unified CM per the Cisco Unified CM documentation. On the Cisco Monitoring and Recording server. see “Installing Unified CM for Network Recording” on page 35 for configuration instructions. TASK 1.Prerequisites Cisco Unified CCX NOTE: If you intend to use Network Recording. you must install Cisco Unified CCX and configure it for Cisco Monitoring and Recording. If you intend to use SNMP. Installing Windows SNMP Services This optional task describes how to install Windows SNMP services. you must install Windows SNMP on the Cisco Monitoring and Recording server. Cisco Unified CCX Before you install the Cisco Monitoring and Recording. For more information on using this tool. in the Monitoring and Notification window. SNMP also provides a method for those devices to report any problems that they are experiencing to the management station. see Microsoft SNMP documentation. called SNMP managers.

From the list of components. From the list of available components. Active Directory Configuration Guidelines If you are using Active Directory with Cisco Monitoring and Recording. 3. • When a user logs into Cisco Unified Workforce Optimization. If you configure Cisco Monitoring and Recording for Active Directory. observe the following guidelines. it forwards the information to the domain’s Active Directory server for authentication. 5. the Site Configuration Setup tool prompts you to provide domain information for Active Directory. STEP RESULT: The system prompts you for the Windows 2003 CD. click Add/Remove Windows Components.Prerequisites Active Directory 2. Cisco Monitoring and Recording collects the user’s username and password. choose Simple Network Management Protocol and then click OK. it accepts or rejects the user’s access based on the authentication results. complexity level or duration). 4. Enforce password security policies (for example. Insert the Windows 2003 CD in the drive and follow the instructions in the installation wizard to install SNMP. • The Cisco Monitoring and Recording server must be: – – On the same domain as the end users who log in to Cisco Unified Workforce Optimization. Active Directory If your system uses Active Directory. Use Active Directory with Cisco Monitoring and Recording to: • Allow Cisco Monitoring and Recording users to use their existing Windows user name and password to access Cisco Monitoring and Recording. When the Cisco Monitoring and Recording server receives the authentication results. On the left of the Add or Remove Programs window. Using the Windows user name and password eliminates the problem of remembering and maintaining a separate user name and password. and then click Details. or On a trusted domain to the domain that contains the end users who log in to Cisco Unified Workforce Optimization 47 . in a single instance across one or more domains. select Monitoring and Recording Tools.

Choose Start > Programs > Administrative Tools > Active Directory Users and Computers. Perform this task only if you are using Active Directory. you need the following domain information for Active Directory. Note the domain name. STEP RESULT: The Active Directory Users and Computers window appears. • • • • • • • Base DN Domain name Active Directory host name Active Directory IP address Port Active Directory display name. 3. 2. 48 . STEP RESULT: The properties dialog box for that domain appears and displays the domain name in the Domain name (pre-Windows 2000) field. Right-click a the domain folder and choose Properties.Prerequisites Active Directory • • There must be at least one configured domain. password. TASK 1. Each domain must have at least one configured user path Active Directory Information Before you install Cisco Monitoring and Recording. ADDITIONAL INFORMATION: The Site Configuration Setup tool requires the domain name for Active Directory. Log into the machine running Active Directory. and user search base User records Locating the Active Directory Domain Name Use this task to locate the Active Directory domain name on the machine running Active Directory. 4.

Installing Cisco Monitoring and Recording Services for Cisco Monitoring and Recording Installing Cisco Monitoring and Recording This chapter describes how to install Cisco Monitoring and Recording 8. 2. Site Configuration Setup runs automatically after you have installed a service or group of services. click Run to display the Custom Setup dialog box. Run Site Configuration Setup on the Cisco Monitoring and Recording server. 2. you must run it to completion in order for the system to function.0. The InstallShield Wizard prepares to install Cisco Monitoring and Recording and the InstallShield Wizard dialog box appears. When you install Cisco Monitoring and Recording 8. IMPORTANT: Any time Site Configuration Setup starts after an installation or an upgrade.exe to start the installation wizard. 1. Load the installation DVD in the server computer. 3. STEP RESULT: The Custom Setup dialog box appears (Figure 4).0. 3. and then navigate to the DVD in My Computer or Windows Explorer. Services for Cisco Monitoring and Recording Install the services for Cisco Monitoring and Recording according to the supported system configuration illustrated in Figure 1 on page 16. STEP RESULT: If the Open . TASK 1. Install the services for Cisco Monitoring and Recording. Install Cisco Monitoring and Recording client applications. Click Next.Security Warning dialog box appears. Double-click the file setup_MonRec_80<number>. 49 . you must install the components in the following order. Installing Services Use this task to install one or more services for Cisco Monitoring and Recording on a server.

Leave the window open. ATTENTION: This window is part of the Cisco Monitoring and Recording installation process.Installing Cisco Monitoring and Recording Services for Cisco Monitoring and Recording Figure 4. NOTE: Select the Network Recording service and Monitor service only if you are using Server Recording. You can change the location where the services will be installed by clicking Change and entering a new path. Do not close this window. STEP RESULT: A window appears and displays the following statement. These services will be installed on the server. and then click Install. Custom Setup window 4. Click Next. it will self terminated when finished. ADDITIONAL INFORMATION: Click the icon next to each service’s name to display a menu and select This feature will be installed on Local Hard Drive. It will close on its own. Select the first four services shown in the dialog. 50 . 5.

and Site Configuration Setup starts.Installing Cisco Monitoring and Recording Site Configuration Setup 6. Click Finish to complete the installation of services. For more information. STEP RESULT: The services you selected are installed. SQL. Initial Mode disables the Tools menu. or CTI) Performs data upgrade from previous versions of the system Provides tools—Tasks that typically occur during an installation or upgrade. but only those relevant to that service. Site Configuration Setup launches automatically in Initial Mode after you install Cisco Monitoring and Recording services. see “Site Configuration Setup” on page 51. ACD. NOTE: You must run Site Configuration Setup on the computer that hosts the Cisco Monitoring and Recording server. When Site Configuration Setup runs in Initial Mode. 51 . Update mode allows you to skips screens and jump around Site Configuration setup. you may need to complete these tasks outside an installation or upgrade. AFTER COMPLETING THIS TASK: Complete the Site Configuration Setup windows. These popup dialogs provide additional task or tools you must run to fully configure the system. You can see different steps depending on your Cisco Monitoring and Recording configuration. Site Configuration Setup Use Site Configuration Setup (PostInstall.exe) to enter the site configuration information needed for a successful Cisco Monitoring and Recording installation. Popup dialogs may prompt you for additional information when running in Initial Mode. Site Configuration Setup performs the following functions: • Initially configures the system – – • • Configures the location of the servers Configures the connection information for third party software (for example. Update Mode enables the Tools menu. Site Configuration Setup does not display the same windows for each service installation. Any time you launch Site Configuration Setup thereafter. the Site Configuration Setup tool is in Update Mode. you cannot skip screens or jump around in Site Configuration Setup.

Site Configuration Setup stays at the existing step until the step succeeds or is cancelled. choose the IP address of the Cisco Monitoring and 52 . 3. TASK 1.Installing Cisco Monitoring and Recording Site Configuration Setup Entering Configuration Data in Initial Mode This task explains how to enter configuration data during Initial Mode. Cisco Monitoring and Recording Database Services. Enter the IP address of Cisco Monitoring and Recording Base Server. Cisco Monitoring and Recording automatically runs the Site Configuration Setup tool after you install the services for Cisco Monitoring and Recording on the Cisco Monitoring and Recording server. the Monitoring and Recording Configuration Setup dialog box appears (Figure 5). Site Configuration Setup saves the text that you entered when you click Next. The step attempts to run again every time you click Next. Monitoring and Recording Configuration Setup dialog box 2. Cisco Monitoring and Recording Voice/Screen Services. NOTE: During Initial Mode. if a step fails. STEP RESULT: When Monitoring and Recording Configuration Setup starts. You cannot skip a step. Figure 5. and Recording CTI Services. Site Configuration Setup starts automatically after you install the services for Cisco Monitoring and Recording. ADDITIONAL INFORMATION: The Cisco Monitoring and Recording Base Server is the computer where you installed the Cisco Monitoring and Recording Base Services. Note the following: • • • • You cannot move forward until you enter all required information. You can go backwards at any time to revisit a previous step. Choose one of the following options: • If you are running Site Configuration Setup on the Cisco Monitoring and Recording Base Server.

STEP RESULT: If you are updating Cisco Monitoring and Recording from an earlier version. ADDITIONAL INFORMATION: For example. If the computer has multiple NICs. Complete the fields in Monitoring and Recording Database window and click Next. When finished. 53 . Choose one of the following options and click OK. • If you are running Site Configuration Setup on a different server. The program upgrades the database and loads default data into the database. multiple addresses appear in the IP Address for local Cisco Monitoring and Recording Services drop-down list. if you want to run Server Recording (SPAN) on a different server and installed the Network Recording service and Monitor service on the server. and then click OK. the Database Loaded Successfully confirmation box appears. and then click OK. STEP RESULT: Installation Type dialog box 4. 2. 8. • • • New Installation—Choose this option if this is a new installation. choose the IP address for the server from the IP Address for local Cisco Monitoring and Recording Services drop-down list. Click Yes to choose a location for the QM LDAP Backup files or click No to save the QM LDAP backup files to C:\Program Files\Common Files\SQM\Backup\ldap folder. and then click OK.Installing Cisco Monitoring and Recording Site Configuration Setup Recording Base Server from the IP Address for local Monitoring and Recording Services drop-down list. one of the following dialog boxes appears. If you choose No. Click OK to upgrade your database. • The Database Exist dialog box appears. and then click OK. choose the IP address for the Server Recording server from the IP Address for local Cisco Monitoring and Recording Services drop-down list. 5.x. your database will be empty. Choose the IP address used for network traffic. • Backup Files Found—This dialog box appears if backup files are found in the default location.X Upgrade—Choose this option if you are upgrading from QM 2.x. Click Yes to use the QM LDAP backup files or click No if you do not want to use the existing backup files.X Upgrade—Choose this option if you are upgrading from Cisco Monitoring and Recording 8. STEP RESULT: The Monitoring and Recording Database window in the Site Configuration Setup tool appears. Backup Files Not Found—This dialog box appears if no backup files are found in the default location.

NOTE: This step might take several minutes to complete. Click OK to dismiss the confirmation box. When finished. See “Manually Installing the Cisco JTAPI Client” on page 58 for instructions. NOTE: If the Cisco JTAPI Client does not install correctly. STEP RESULT: When finished. 11. 7. 54 . Complete the fields and click Next. STEP RESULT: The Change Administrator Password dialog box appears (Figure 6). Click OK to dismiss the Databases Loaded Successfully confirmation box. The Services Started Successfully dialog box indicates the services started with no errors. the JTAPI Configured Successfully confirmation box appears. the Services Started Successfully confirmation box appears. STEP RESULT: The Cisco Unified CM window appears. STEP RESULT: The Cisco Unified CC Database window appears. 12. STEP RESULT: The program installs the Cisco JTAPI Client. Complete the fields and click Next. Use Cisco Monitoring and Recording Authentication—Choose this option if you want to use Cisco Monitoring and Recording to authenticate user names and passwords. 9. You need to install JTAPI manually. STEP RESULT: The Monitoring and Recording CTI Service window appears.Installing Cisco Monitoring and Recording Site Configuration Setup 6. but they might not be fully initialized and listening for requests when the message appears. STEP RESULT: The Active Directory Options dialog box appears. 10. • • Use Active Directory—Choose this option if you want to use Active Directory to authenticate user names and passwords. Initialization continues after the message appears. 8. Choose one of the following options from the Active Directory Options drop-down-list. Complete the fields and click Next. Click OK to dismiss the Services Started Successfully confirmation box.

It is case sensitive. and then enter username and password in the Logon User pane. 18. Enter a password for the Monitoring and Recording Administrator in the New password field. 16. STEP RESULT: The Recording File Storage Location dialog box appears. the Old password field is disabled. 55 . When finished. the License Validated Successfully confirmation box appears. Complete the fields and click Next. Click OK to dismiss the License Validated Successfully confirmation box. Click OK to dismiss the Media Server Settings dialog box. Complete the fields and click OK. The password must be between 1 and 32 characters long. STEP RESULT: The Enterprise Settings window appears. the Media Server Settings dialog box appears with instructions on what to do next. In the navigation tree. The following steps explain these instructions. click the link “Click here to change Operation Security.” STEP RESULT: The Gateway Security dialog box appears (Figure 7). and from the right pane. Click OK to dismiss the dialog box. you must choose External Storage location. 15. select the Gateway Security node. 14. ADDITIONAL INFORMATION: Monitoring and Recording Administrator requires a password. STEP RESULT: The PROXY Pro Gateway Administrator window appears). STEP RESULT: The program validates the licenses. and enter it again in the Confirm new password field. 19. enter the path to the storage location. Change Administrator Password dialog box 13. ADDITIONAL INFORMATION: If you are installing Cisco Monitoring and Recording on Windows Server 2008. 17. STEP RESULT: The program initializes the Media server and installs PROXY Pro Gateway. When finished. NOTE: If you are installing Cisco Monitoring and Recording for the first time.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 6.

select the Allow check box for Record to File. 56 . enable permissions for administrators as follows: • • On the server that hosts the Network Recording service. On the Operation Security tab. select the Allow check box for Connect to File 21.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 7. Gateway Security dialog box 20. Click OK. On the server that hosts the QM Voice and Screen services.

RESULT: The General Settings Properties dialog box appears. f. select General Settings. l. Click the Recording tab and select the Prefer user mode. 26. Complete the fields and click Next. e.Installing Cisco Monitoring and Recording Site Configuration Setup 22. 27. Close the PROXY Pro Gateway Administrator window. Change Foreground to 4. RESULT: The General Settings Properties dialog box closes. RESULT: A list of settings appears in the right pane. Choose [Custom] from the Choose Profile drop-down list. a. m. g. Click Next. Complete the fields and click Next. h. 24. d. Change Bandwidth Limit to 30 KB/sec. 23. STEP RESULT: The Upload Settings Window appears. If you are configuring Cisco Monitoring and Recording for Server Recording (SPAN). From the General tab. Click OK to save your changes on the General Settings Dialog box. Complete the fields and click Next. RESULT: The User Mode Profile Properties dialog box closes. n. 25. Double-click Automatically move newly discovered workstations from “Unmanaged Hosts” to “All Hosts” group. Choose JPEG from the Image Type drop-down list. The Installation Complete confirmation box appears. Change Image Quality to 85%. 57 . STEP RESULT: The RTP Filters window appears. j. STEP RESULT: The program generates client information and finishes the Site Configuration Setup. to save your changes. Click Configure. b. and use this profile option. RESULT: The User Mode Profile Properties dialog box appears. Change Capture Rate to 8. perform the following steps: ADDITIONAL INFORMATION: If you plan to use Desktop Recording (Endpoint) or Network Recording. In the navigation tree. i. STEP RESULT: The Monitoring and Notification window appears. select the “Automatically move newly discovered workstations from “Unmanaged Hosts” to the “All Hosts” group check box. k. Change Background to 1. c. skip to step 23. Click OK.

exe in C:\Program Files\Cisco\WFO_QM\bin. the Services Started Successfully confirmation box appears. 29.Installing Cisco Monitoring and Recording Site Configuration Setup 28. 4. STEP RESULT: The Status window appears. copy the jtapi. Click OK to dismiss the confirmation box. 58 . Click OK to dismiss the dialog box and close the Site Configuration Setup window. 8. This step shows the version of all installed Cisco Monitoring and Recording components. 7. Click OK to dismiss the confirmation box. 6. STEP RESULT: The programs starts the Cisco Monitoring and Recording services. TASK 1. When finished. 2. Stop the Monitoring and Recording CTI service.jar file from the C:\WINDOWS\ java\lib folder to the C:\Program Files\Cisco\WFO_QM\ext folder. STEP RESULT: The Site Configuration Setup closes. Download the Cisco JTAPI Client from the Unified CM Plug-ins webpage. 3. 30. Manually Installing the Cisco JTAPI Client Follow the instructions in this task only if the Site Configuration Setup did not automatically install the Cisco JTAPI Client. Choose Tools > Test CTI Service. Click Finish to close Site Configuration Setup. Copy the jtapi. STEP RESULT: The CTI Service Ready dialog box appears and displays the following message: The CTI Service test completed successfully. Start the Monitoring and Recording CTI service. The steps you see in the Site Configuration Setup tool depends on the environment in which you install Cisco Monitoring and Recording and the options that you choose to configure. Click Yes. 31. ADDITIONAL INFORMATION: If you are not using the default path to the java\lib folder specified in step 4. STEP RESULT: A Start Services dialog box appears. 5. Install the Cisco JTAPI Client on the Cisco Monitoring and Recording server.jar file to correct folder. Start Site Configuration Setup from the executable PostInstall. Site Configuration Setup Steps Use the Site Configuration Setup tool to configure the Cisco Monitoring and Recording environment.

Installing Cisco Monitoring and Recording Site Configuration Setup Monitoring and Recording Database Use the Monitoring and Recording Database window to configure connection information for the SQL Server instance where Cisco Monitoring and Recording information is stored. 59 . NOTE: You can only change the information in the Monitoring and Recording Database window on the Cisco Monitoring and Recording Base Server. Figure 8 displays the Monitoring and Recording Database window.

Table 14 shows when your changes take effect. The DB service uses this name to access the Monitoring and Recording database (see “Microsoft SQL Server” on page 41). Configuration Settings Used By Services If you change the settings on the Monitoring and Recording Database window. Monitoring and Recording Database window Table 13. Leave blank if you want to use the default instance. The password used to access the Cisco Monitoring and Recording database (see “Microsoft SQL Server” on page 41).Installing Cisco Monitoring and Recording Site Configuration Setup Figure 8. The Cisco Monitoring and Recording SQL Server instance name. Monitoring and Recording Database fields Field Host Name/IP Address SQL Instance Name Username Password Description The host name or IP address of the Monitoring and Recording Database server (the server on which SQL Server is installed). 60 . NOTE: Cisco Monitoring and Recording encrypts and saves this password when you click the Next button.

Restart the service. it is read-only.exe) is running on the Cisco Monitoring and Recording Base Services server. No restart required. you must restart the Sync services before your changes take effect. The next sync period applies the configuration settings. You can only edit the information in this step if the Site Configuration Setup tool (PostInstall. Figure 9 displays the Cisco Unified CC Database window. NOTE: If you are upgrading or modifying Unified CCX. When viewed in Monitoring and Recording Administrator. 61 . When services start using the changed configuration settings Service Data API Service DB Proxy Service Sync Service Configuration Settings Applied Restart the service. Cisco Monitoring and Recording uses this information to sync agents and teams from Cisco Unified CCX. If you modify the information in the Cisco Unified CC Database window after the initial installation and configuration. observe the rules provided in “Rules for Upgrading or Modifying the Unified CC Database in Update Mode” on page 109. Cisco Unified CC Database Use the Cisco Unified CC Database window to identify the location of the Cisco Unified CCX database and configure access to the Cisco Unified CCX database.Installing Cisco Monitoring and Recording Site Configuration Setup Table 14.

You must select this check box for Unified CCX. teams. Cisco Unified CC Database window Table 15. and supervisors with Cisco Monitoring and Recording and to enable the other fields in the window. Cisco Unified CC Database fields Field Synchronize users with ACD Description Select this check box to synchronize ACD (Automatic Call Distributor) agents. By default. Site Configuration Setup appends _uccx to the name that appears the next time you run Site Configuration Setup. replace the hyphen with an underscore (_) when you enter the server name in this field. this check box is selected and indicates that an ACD is available. Cisco Monitoring and Recording connects to Unified CCX Administration and imports the license. If the server name contains a hyphen (-). When selected. NOTE: Do not remove _uccx from the name. 62 .Installing Cisco Monitoring and Recording Site Configuration Setup Figure 9. Cisco Monitoring and Recording retrieves the license from Unified CCX Licensing Side A Server Name The name of the Unified CCX server for the Side A (primary) Cisco Unified CC database. This ensures the correct configuration of the file name.

This user must have write permission to the database. The name of the Unified CCX server for the Side B (secondary) redundant Cisco Unified CC database. Site Configuration Setup appends _uccx to the name that appears the next time you run Site Configuration Setup. The name of the Cisco Unified CCX database. This ensures the correct configuration of the file name. The login ID is uccxworkforce and the field is disabled by default. 63 . Login ID used to access the Cisco Unified CC database. NOTE: Do not remove _uccx from the name. replace the hyphen with an underscore (_) when you enter the server name in this field. The port number used by the Cisco Unified CCX database.Installing Cisco Monitoring and Recording Site Configuration Setup Field Side A IP Address Side B Server Name Description The IP address of the Unified CCX server for the Side A (primary) Cisco Unified CC database. The name is rdsaux01_uccx and the field is disabled by default. Side B IP Address DB Instance Name Port User The IP address of the Unified CCX server for the Side B (secondary) redundant Cisco Unified CC database. Password Configuration Settings Used By Services If you change the settings on the Cisco Unified CC Database window. if one exists. If the server name contains a hyphen (-). Table 16 shows when your changes take effect. if one exists. Password used by uccxworkforce to access the Cisco Unified CC database. The port number is 1504 and the field is disabled by default.

When services start using the changed configuration settings Service Sync Service Configuration Settings Applied No restart required. Cisco Unified CM Use the Cisco Unified CM window to configure the Cisco Unified CM cluster in your system. The Cisco Unified CM window also allows you to configure the SOAP AXL user and Unified CM (JTAPI) user used by the CTI service to log in to the Unified CM. 2. Start the Sync service. Stop the Sync service and the Upload Controller service. 64 . 6. updating the settings in the Cisco Unified CC Database in the following order: 1. Verify the data by looking for mass deactivations. Figure 10 displays the Cisco Unified CM window. The next sync period applies the configuration settings. Restarting the Upload Controller services adds new calls to the database. Sync applies any changes without restarting the Sync service. Back up the SQMDB catalog 3.Installing Cisco Monitoring and Recording Site Configuration Setup Table 16. Restart the Upload Controller service. Best practice recommends. Change the configuration settings on the Cisco Unified CC Database window 4. 5.

If you have CM subscribers. NOTE: A Unified CM cluster requires at least one CTI Manager. The CTI Manager is a service that runs on the Unified CM and handles JTAPI events for every Unified CM in the cluster. to select one of these as your primary CTI manager. 65 . If a Unified CM is not in the list. You can choose any Unified CM to be your primary and backup CTI Manager. NOTE: You can configure any machine as the primary CTI Manager. You must enter each Unified CM in the cluster in Site Configuration Setup so that the Desktop Recording service can find the location of the CTI service. Cisco Monitoring and Recording stores an association between the CTI service and the Unified CMs in the cluster. You can specify a primary and backup CTI Manager. Using another server as the primary CTI Manager helps avoid decreasing Unified CM performance. but it is a good idea to avoid using the publisher. because it already has the highest load. Cisco Unified CM window A Unified CM cluster has one or more CTI Managers.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 10. the Desktop Recording service will not know where to register for events.

This must be between 1 and 32 alphanumeric characters. a primary CTI Manager can be reassigned. the Primary CTI Manager is a subscriber. There can be 1 or no backup CTI Manager. NOTE: When using hostnames. This is the application user with which all phone devices used for recording are associated. If the hostname cannot be resolved. The user name must be between 1 and 32 alphanumeric characters. The JTAPI user name. The host name or IP address of the publisher and subscriber (if any) Unified CMs. There can be only 1 primary CTI Manager. This is a good way to validate the AXL user and to populate the list of subscribers. Select this option if the Unified CM is the backup CTI Manager. Monitoring and Recording Administrator uses this user when configuring VoIP Devices in Record Server Configuration. Once entered. The AXL authentication password. In a typical configuration. Field SOAP AXL Access Username SOAP AXL Access Password JTAPI User Username Description The AXL (Administrative XML Layer) authentication username for this cluster. verify the server can resolve the name of the publisher and subscribers. It creates the association between the CTI service and the Unified CMs in the cluster. Select this option if there is no backup CTI Manager. This is configured when the you configure Unified CM. but not deleted. Click this button to use the AXL user to look up subscribers based on the publisher entered. The CTI service logs into the Unified CM with this user. Default setting = selected. JTAPI User Password Publisher and Subscribers Host Name/IP Address Primary CTI Manager Backup CTI Manager Find Subscriber None 66 . You can enter 1 publisher Unified CM. and up to 8 subscriber Unified CMs.Installing Cisco Monitoring and Recording Site Configuration Setup NOTE: Adding a new cluster here does not actually add a Unified CM cluster. The JTAPI user’s password. Select this option if the Unified CM is the primary CTI Manager. the CTI service cannot log in. This is configured when the you configure Unified CM. not a publisher. if any are found.

Adding a Unified CM Cluster This task describes how to add a Unified CM cluster from the Cisco Unified CM window. Click Add New Cluster. Click Remove Current Cluster. No restart required.Installing Cisco Monitoring and Recording Site Configuration Setup Configuration Settings Used By Services If you change the settings on the Cisco Unified CM window. The next polling period applies the configuration settings. Reload the VoIP Device window. Select the tab for the Unified CM cluster you wish to delete. When services start using the changed configuration settings Service CTI Service Monitoring and Recording Administrator (VoIP Devices) Network Recording Service Desktop Recording service Configuration Settings Applied Restart the service. Restart the service. STEP RESULT: The Delete Current Cluster dialog box appears (Figure 11). TASK 1. 2. Complete the fields on the tab created for the new cluster. Table 17 shows when your changes take effect. TASK 1. Deleting a Unified CM Cluster There must be at least one Unified CM cluster configured. 2. Cisco Monitoring and Recording does not allow you to delete the last remaining cluster. and then click Save. Table 17. 67 .

Figure 12 displays the Monitoring and Recording CTI Service window. Click Yes to confirm that you want to delete the cluster. Delete Current Cluster dialog box 3. 68 .Installing Cisco Monitoring and Recording Site Configuration Setup Figure 11. STEP RESULT: Cisco Monitoring and Recording deletes the cluster and removes the cluster’s tab from the Call Manager Cluster window. Monitoring and Recording CTI Service Use the Monitoring and Recording CTI Service window to configure the location of the CTI service.

Table 19 shows when your changes take effect. The host name or IP address of the primary CTI service.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 12. Primary Recording CTI Service Host Name/IP Address Backup Recording CTI Service Host Name/IP Address The host name or IP address of the backup CTI service. Monitoring and Recording CTI Service fields Field Cluster Description (Read only) The IP address of the primary CTI Manager for this Unified CM cluster to which the CTI service will connect for call events. Configuration Settings Used By Services If you change the settings on the Monitoring and Recording CTI Service window. 69 . Monitoring and Recording CTI Service window Table 18.

Installing Cisco Monitoring and Recording Site Configuration Setup

Table 19.

When services start using the changed configuration settings

Service CTI Service Monitoring and Recording Administrator (VoIP Devices) Network Recording service

Configuration Settings Applied Restart the service. Reload the VoIP Device window.

Restart the service. NOTE: If you add a backup CTI service from the Site Configuration Setup utility while in Update Mode, you must restart the Network Recording service. Restart the service.

Desktop Recording service

Adding a Backup CTI Service This task describes how to add a backup CTI service.

TASK
1. From the Site Configuration Setup tool on the base machine or Monitoring and Recording Administrator, choose Host Name or IP Address for the Backup CTI Service, and enter the host name or IP address. Save your changes by clicking Save in Monitoring and Recording Administrator or Next in the Site Configuration Setup tool. 2. Load the installation DVD in the server computer for the backup CTI Service, and then navigate to the DVD in My Computer or Windows Explorer. 3. Double-click the file setup_MonRec_801.exe to start the installation wizard. STEP RESULT: The Custom Setup dialog box appears. 4. Click the icon next to the feature named CTI Services and select This feature will be installed on local hard drive from the pop-up menu. ADDITIONAL INFORMATION: You can change the location where the services will be installed by clicking Change and entering a new path. 5. Click Next, and then click Install. STEP RESULT: The installation wizard installs the services you selected and starts the Site Configuration Setup tool.

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Installing Cisco Monitoring and Recording Site Configuration Setup

NOTE: If Cisco Security Agent (CSA) is running on the server, the installation process stops it temporarily during the installation and restarts it after the installation finishes. 6. Click Next on each window in Site Configuration Setup, and then click Finish to complete the installation.

AFTER COMPLETING THIS TASK: You must restart the Network Recording service for the change to take effect. If you do not restart the Network Recording service, it will not connect to the backup CTI Service.

Enterprise Settings
Use the Enterprise Settings window to configure enterprise settings for Cisco Monitoring and Recording. The Enterprise Settings window enables you to: • • • • • Enable automated software updates for client computers Configure Active Directory domains (in an Active Directory system only) Configure session time-outs for Cisco Unified Workforce Optimization and Monitoring and Recording Administrator View license information and update software licenses, if you are not using an ACD, by importing a new software license file Configure the locale for your system if your version of Cisco Monitoring and Recording supports other languages in addition to English

Figure 13 displays the Enterprise Settings window.

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Installing Cisco Monitoring and Recording Site Configuration Setup

Figure 13.

Enterprise Settings window

NOTE: The Active Directory section appears in the Enterprise Settings window only if your system is configured to use Microsoft Active Directory. Configuration Settings Used By Services If you change the settings on the Enterprise Settings window, Table 20 shows when your changes take effect.

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When you are satisfied they work. every time one of these client application starts. the best practice is to disable the Automated Update feature first. and Recording Administrator to verify they work. Cisco Unified Workforce Optimization. Allow a user to remain logged in indefinitely (default setting). the Automated Update feature automatically installs the update on the client desktop. If there is a newer version. Start the Data API service. 73 . enter the desired number of minutes of inactivity before timeout occurs in the minutes field. When services start using the changed configuration settings Service All Clients (Enable Updates change) Monitoring and Recording Administrator (AD Authentication and Administrator session timeout change) Desktop (AD Authentication and localization changes) Software Updates Configuration Settings Applied Restart the client application. Use the Automated Update feature to update the following client applications: Monitoring and Recording Administrator and Desktop Recording service. you can re-enable the Automated Update feature. When you enable the Automated Update feature. Log into Monitoring and Recording Administrator. NOTE: If you apply a service release (SR) update to the system. manually test an updated instance of the Desktop Recording service.Installing Cisco Monitoring and Recording Site Configuration Setup Table 20. it checks the Cisco Monitoring and Recording services to determine if a newer version is available. Session Timeout Options You can configure Monitoring and Recording Administrator or Cisco Unified Workforce Optimization to do one of the following: • • Close all open popup windows and log out the user after a specified number of minutes of inactivity (session time-out). After the SR update is installed. To configure the session timeout period for Cisco Unified Workforce Optimization and Cisco Monitoring and Recording Administrator.

each application displays a Timeout Warning dialog box 30 seconds before the application actually times out. or update an expired Cisco CR license). Your licenses can be updated through Unified CCX Licensing. change from only the QM license type to QM and AQM license types). add a Cisco CR license. you must ensure 74 . Cisco Monitoring and Recording will continue to try connecting to the CVD. You can use the Import Software License link to update your Cisco CR license if: • • Your current Cisco CR license has already or will soon expire You want to change the maximum number of licensed Cisco CR users NOTE: If you add new license types (for example. the dialog box and the application are closed and an alert is sent to the user stating that the application timed out and was closed. If you select the Synchronize Users with ACD check box. What appears in the License section after the initial installation depends on whether the Synchronize Users with ACD check box is cleared or selected. Cisco Monitoring and Recording obtains the licenses from the Cluster View Daemon (CVD) in Unified CCX and then displays the active license information in the License section. Unified CCX licensing will override any licenses previously associated with Cisco Monitoring and Recording. If the user does not respond to the Timeout Warning dialog box.Installing Cisco Monitoring and Recording Site Configuration Setup If a user accessed one or more applications in the Cisco Workforce Optimization. The License section displays the active license type. NOTE: If you initially run Cisco Monitoring and Recording without Unified CCX. you are running Cisco Monitoring and Recording without an ACD and can only import the Cisco CR license. If you clear the Synchronize Users with ACD check box. you are running Cisco Monitoring and Recording with Unified CCX with mixed-mode licensing enabled. the number of licensed users associated with the license you purchased. License This pane displays the available licenses. You can use the License pane to modify your license (for example. When you are playing a contact recording. NOTE: If a connection to the CVD cannot be made when initially running Site Configuration Setup. Cisco Unified Workforce Optimization does not time out when you are playing a contact recording. and allows you to import licenses. and the Import Software License link. You will not be able go to the next window until Cisco Monitoring and Recording can successfully connect to the CVD. the session remains in an active state. and then decide to run Cisco Monitoring and Recording with Unified CCX.

STEP RESULT: The Licensing Server uploads the Cisco CR license file. Contact your sales representative to obtain a new license file. Importing a License File This task describes how to import a Cisco CR license file. STEP RESULT: The results depend on the reason why you import a license. TASK 1. add a quality management workflow and assign users to the AQM license). 4. License Management Webpage 2. Close the browser window. 3. Click Next on the Enterprise Settings window to validate the Cisco 75 . and select the file. STEP RESULT: Your browser starts and displays the License Management web page (Figure 14). Click Upload. • The Enterprise Settings window does not display the uploaded Cisco CR license. Click Browse and navigate to the folder where your updated Cisco CR license file is stored. Click the Import Software License link.Installing Cisco Monitoring and Recording Site Configuration Setup Monitoring and Recording Administrator is configured to support the new license types (for example. Figure 14.

If the supervisor for these agents only has a QM license. a manager with agents using the Advanced license should purchase at least a QM license to see those quality recordings. • • Active Directory The Active Directory pane appears only if your system uses Active Directory. a supervisor can only export audio recordings when an administrator configures the supervisor for export in Monitoring and Recording Administrator. not what is viewed. in Cisco Unified Workforce Optimization. the supervisor can still view the screen recordings made by these agents. • • The license determines the tabs that the users see in Cisco Unified Workforce Optimization. 76 . Because managers using a Cisco CR license only see the Search and Play widget. A message appears indicating whether or not the license successfully uploaded. Because supervisors using a Cisco CR license only see the Search and Play widget. For example. they can record their screens. The license determines what is recorded. • The Cisco Monitoring and Recording server (or database server in multiple server configuration) must be on the same domain or on a trusted domain to the domain that contains the end users who log in to Cisco Unified Workforce Optimization There must be at least one domain configured Each domain must have at least one user path configured • • The connection information that you enter in the Domain Information dialog box is verified using the entered credentials. and the user paths are validated when you click OK in the Domain Information dialog box. The following rules apply to licensing. The license type does not determine what a user can view in Cisco Unified Workforce Optimization. Use the Active Directory section to configure Active Directory domains. Licensing Rules The license type determines what Cisco Unified Workforce Optimization records. if Agents X and Y use an Advanced license.Installing Cisco Monitoring and Recording Site Configuration Setup CR license.

Domain Information dialog box Table 21. but in some cases you must edit the default. add additional DC=domain statements to the beginning of the Base DN field. In most cases this is the domain name. Domain Information fields Field Base DN Description The location of all Active Directory users in the directory server tree. Defaults to the first part of the string entered in the Base DN field.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 15. Maximum number of characters allowed = 1000. If your hostname has more than 3 parts. Domain Name Host Name/IP Address 77 . The host name or IP address of the Active Directory server. This field is autofilled with a sample format with variable names that you replace with the domain information.

The node in the Active Directory directory under which the user resides. AD with SSL requires this certificate. 78 . NOTE: After you import the certificate and save your changes. clearing or selecting the Use SSL check box will not change the port. Click this button to locate the Certificate Authority (CA) certificate for AD. If this is the case. or CRL and save it to a folder. Maximum characters allowed = 1000. but the display name as configured in Active Directory) of a user with read access to the Active Directory database. you can access the certificate from: http://<AD server IP address>/certsrv Download the certificate from this website by clicking Download a CA certificate. Certificate Chain. The certificate provides the AD identity and public key for SSL communication. User Password User Search Base Use SSL Add Certificate View Certificate Select this button to view the certificate associated with AD. Select this check box to use SSL for connection to Active Directory. Then click Add Certificate to import the certificate. In many cases. The field is autofilled with the default port 389. Maximum number of characters allowed = 1000. Contact your AD administrator for the location of the CA certificate for AD. NOTE: If you change the port to anything other than 389 or 636.Installing Cisco Monitoring and Recording Site Configuration Setup Field Port Description The port used to access the Active Directory server. Display Name The name (not the login name. or 636 if you are using SSL (Secure Socket Layer). The user’s password. The check box is clear by default and indicates SSL is not enabled. the Certificate Authority on the AD machine issues the CA certificate for AD. Clearing or selecting this check box changes the default port number in the Port field. log off and log back in to verify the certificate works.

ou=US Adding an Active Directory Domain This task describes how to add an active directory domain. and Cisco Monitoring and Recording will search all the subtrees under Minnesota.ou=US Cisco Monitoring and Recording will search subtrees by default. You must specify Active Directory paths from the most specific to the least specific (from left to right in the path statement). For example. you could write the user record path as follows. Click Add to add at least one path. Click Add in the Active Directory section.ou=Minneapolis. if the AD tree is: ou=US ou=Minnesota ou=Minneapolis ou=Users Then the user record appears as follows: ou=Users. For example. 79 . STEP RESULT: The Domain Information dialog box appears (Figure 16).Installing Cisco Monitoring and Recording Site Configuration Setup Field User Records (OUs) Description One or more paths to user records (OUs). or Remove to remove an existing path. ou=Minnesota. TASK 1.ou=Minnesota. Maximum characters allowed = 1000.

Installing Cisco Monitoring and Recording Site Configuration Setup Figure 16. Removing an Active Directory Domain This task describes how to remove an Active Directory domain. 80 . 2. TASK 1. Click Remove. Locale Use the Locale section to enable the language used in your contact center. Select the Active Directory domain you want to delete from the list in the Path pane. Complete the fields as described in “Active Directory” on page 76 and click OK. You cannot assign one locale to a set of agents and another locale to a different set of agents. Domain Information dialog box 2. supervisors. and managers must use the same locale. A site has only one locale. evaluators. All agents.

depending on which server you are running the Site Configuration Setup tool) are stored on the server.Installing Cisco Monitoring and Recording Site Configuration Setup Enabling a Locale The following task describes how to enable the locale for Cisco Monitoring and Recording. 81 . TASK • Select the desired language from the Locale drop-down box. Figure 17. Figure 18 displays the Recording File Storage Location window. Enterprise Settings window Recording File Storage Location Use the Recording File Storage Location step to change the location where recordings (screen or voice. ADDITIONAL INFORMATION: You can enable only one locale per Cisco Monitoring and Recording system.

Installing Cisco Monitoring and Recording Site Configuration Setup

Figure 18.

Recording File Storage Location window

Table 22.

Recording File Storage Location fields

Field Voice Recording Screen Recordings

Description You can change the storage location to any local or external folder. You do not have to store recordings on the machine that hosts the Voice and Screen services. (Advanced license only) You can change the storage location to any local or external folder. You do not have to store recordings on the machine that hosts the Voice and Screen services. Because the Voice and Screen services are on the same server, you can choose to use the same path used for the voice recordings NOTE: The File Transfer Servlet that is part of the Voice and Screen services must run as a user who has access to the location you choose for recordings.

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Installing Cisco Monitoring and Recording Site Configuration Setup

Field IP Address

Description The IP address of the machine that hosts the Voice and Screen services and the voice recordings, and the path where voice recordings are stored. Select this check box to save screen recordings in the same folder as voice recordings. Choose this option to store the voice and screen recordings on the Cisco Monitoring and Recording server. Choose this option to store the voice and screen recordings on an external server. NOTE: If you change the storage location from local to external storage in update mode, you must first uninstall the DB service on the server that hosts the Voice and Screen services (in Control Panel’s Add or Remove Programs, remove PROXY Pro Gateway). When you run the Set Recording Home Directory tool, the DB service is reinstalled automatically. See “Entering Configuration Data in Update Mode” on page 109 for additional information. The path where voice and screen recordings are stored. Click Browse and navigate to the storage folder.

Use Same Path as Voice Recordings Local Storage Location External Storage Location

Storage Location

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Installing Cisco Monitoring and Recording Site Configuration Setup

Field Username

Description If you selected an external storage location, enter the username required to access that location. If the user is a domain user, enter the name with the format <domain>\<username>. For external screen storage and playback to work, you must provide a domain user that has read and write access to the local server and the external storage system. This user must meet these requirements: • • The local server must know the user (the user is a trusted domain user). If the user is a domain user, the domain specified must be trusted by the local server. This means the Recording Server that you are configuring has to be on a domain that trusts or is trusted by the domain you are entering. The user must be able to log on as a service. The user must have read/write access to both the external drive location entered AND the location where Cisco Monitoring and Recording is installed on the local server.

• •

Password

If you selected an external storage location, enter the password required to access that location.

Configuring the Recording Location This task describes how to configure the storage recording location.

TASK
1. Choose Tools > Set Home Recording Directory. STEP RESULT: The Recording File Storage Location window appears. 2. Select if you want to store recordings in a local or external storage location, and then enter the desired location in the IP Address and Storage Location fields. 3. If you selected an external location, enter the username and password required to access that location. If the user is a domain user, enter the name with the format <domain>\<username>. 4. Click OK.

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you can safely delete the agent from the ACD. in addition to recording metadata to the Cisco Monitoring and Recording database. you must restart the Upload Controller service. 85 . where. and how many uploads can occur. Upload Settings window NOTE: Recordings for deactivated agents cannot be uploaded. In order for any changes you make (except Database Cleanup Time) to take effect. The Upload Controller uses the settings configured in this window to define when. Ensure there are no recordings for that agent still on the agent PC in either the Daily or Staging folders. Figure 19 displays the Upload Settings window. After Cisco Monitoring and Recording uploads all recordings for that agent.Installing Cisco Monitoring and Recording Site Configuration Setup Upload Settings Use Upload Settings step to schedule uploading of peak and off-peak recordings from the agent desktops to the Voice and Screen servers. DB Cleaner uses the settings configured in this window to define when to run DB Cleaner. Figure 19. When an agent is deleted from the ACD.

Upload Settings fields Field Peak Hours Begin Peak Hours End Max Peak Uploads Description The time. The maximum number of recordings that can upload simultaneously during off hours (the hours not specified as peak hours as defined by the Peak Hours Begin and Peak Hours End fields). but there can be no more than the configured number uploading at any one time. When one upload completes. Default = 17:00. Must be between 00:00 and 23:59 in 1-minute increments. Max Off Hour Uploads Database Cleanup Time Screen Server Voice Server (Read-only) The IP address of the machine that hosts the Voice and Screen services and the voice recordings. Must be a value from 1 to 200. another takes its place. The time. Default = 100. this does not appear. and the path where voice recordings are stored. Default = 5. Must be a value from 1 to 100. This utility deletes expired recordings from the database. Choose a time when no uploads are occurring to reduce the load on the system. Must be between 00:00 and 23:59 in 1-minute increments. When one upload completes.Installing Cisco Monitoring and Recording Site Configuration Setup Table 23. but there can be no more than the configured number uploading at any one time. The maximum number of recordings that can upload simultaneously during peak hours. Default = 00:05. in 24-hour format. This pane only appears after Voice and Screen services are installed. Default = 09:00. Must be between 00:00 and 23:59 in 1-minute increments. another takes its place. when peak hours in the contact center begin. when peak hours in the contact center end. and the path where screen recordings are stored. The time when the DBCleanup utility runs. This pane only appears after Voice and Screen services are installed. This limit is set to conserve bandwidth on the network. If the QM license is installed. This limit is set to conserve bandwidth on the network. in 24-hour format. 86 . (Read-only) The IP address of the machine that hosts the Voice and Screen services and screen recordings.

87 . Start the Jetty service. When services start using the changed configuration settings Service Upload Controller service DB Cleaner service FTS webapp (Jetty service) Configuration Settings Applied The next End of Day applies the configuration settings. Table 24 shows when your changes take effect.Installing Cisco Monitoring and Recording Site Configuration Setup Configuration Settings Used By Services If you change the settings on the Upload Settings window. Monitoring and Notification Use the Monitoring and Notification window to enable the monitoring and notification feature. Table 24. if you configure email as the means of notification Trap destinations receiving notification. • • • • • Method used to notify administrators/supervisors of a system problem Email address of the person(s) receiving notification. The next cleanup time applies the configuration settings. if you configure SNMP as the means of notification If and how often a renotification of the problem should be sent out Types of problems that will trigger notification Figure 20 displays the Monitoring and Notification window. and to configure the following information.

Default = 10 min. This check box is enabled by default. (1 day). 88 . at least one notification method (event viewer.. SNMP. Monitoring and Notification window Table 25. The timer starts when the last polling task is complete.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 20. it takes one polling cycle before the new polling period goes into effect. Monitoring and Notification fields Field Use Monitoring/ Notification Service Polling Period Description Enable this check box to use the Mana service. Minimum = 0 min. If enabled. or email) must be enabled as well. Sets the interval at which the Mana service checks for the selected notification triggers. NOTE: When you change the polling period. Maximum = 1440 min.

Click this button to add an email address.Installing Cisco Monitoring and Recording Site Configuration Setup Field Use Event Viewer Notification Use SNMP Notification Description Select this check box to use the Event Viewer for displaying notification messages. Maximum = 5 email addresses. if you choose to be notified every 3 polling periods. See “Adding a Notification Email Address” on page 94 for more information. Choose this option if you want renotification to occur every polling period after the initial notification. Click this button to edit the selected email address. Click this button to configure the SMTP email connection (enabled only on the Base Services server). you receive the initial notification on the first polling period the problem is detected. Select this check box to use email for sending out notification messages. no notification the next two polling periods. For example. Note that the Windows SNMP Services must be installed to be able to use SNMP notification. The list of email addresses to which notification is sent. Click this button to remove an email address. SNMP Configuration Use Email Notification SMTP Configuration Email Addresses Add Remove Edit Never Every N Polling Periods Click this button to configure the SNMP connection (enabled only on the Base Services server). Choose this option if you do not want to be renotified of a problem after the initial notification. Every Polling Period 89 . and then another notification on the next polling period. See “Installing Windows SNMP Services” on page 46 for more information. Choose this option and enter how frequently you want renotification to occur after the initial notification. Select this check box to use SNMP for sending out notification messages. This check box is enabled by default. This pattern will continue as long as the problem is detected.

By default only one problem. Click SNMP Configuration. is not enabled and in this list. See “Configuring the Notification Trigger” on page 99 for more information. a Setup button appears in the Setup column. When services start using the changed configuration settings Service Mana service Configuration Settings Applied The next polling period applies the configuration settings. Click this button to configure the Call Detail Record (CDR) task. STEP RESULT: The SNMP Configuration dialog box appears (Figure 21). The list of enabled problems. Table 26 shows when your changes take effect. TASK 1. all problems except for QM3002 are enabled. 90 . Table 26. Configuration Settings Used By Services If you change the settings on the Monitoring and Notification window. By default. QM3002. Configuring the SNMP Settings Use this task to configure SNMP settings for notification.Installing Cisco Monitoring and Recording Site Configuration Setup Field Available Problems Enabled Problems Description The list of problems that can trigger notification if enabled by using the arrow keys to move them to the Enabled Problems pane. If QM3002 is enabled.

To use email notification. 3. NOTE: You must restart the SNMP service any time you make a change in trap destinations. AFTER COMPLETING THIS TASK: Restart the Windows SNMP service to enable your changes. enable the Use Email Notification check box and then configure up to 5 email addresses. When you finish. If you are using email notification.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 21. SNMP Configuration dialog box 2. 91 . Select a listed trap destination and then click Edit to change the IP address. you must configure SMTP. including on the initial setup. Using Email Addresses for Notification Notifications can be sent to either the Event Viewer or in emails to specified recipients. This can be done only from the Cisco Monitoring and Recording server. click OK to save your changes. Do one of the following: • • • Click Add to add a new trap destination. Select a listed trap destination and then click Remove to delete IP address. Notification emails will be sent from the sender email address configured in the SMTP Configuration dialog box.

The email address from which all notification emails will come.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 22. The user name needed to access the SMTP server. 92 . The port used by the Mana service to communicate with the SMTP server. The password needed to access the SMTP server. and then enter the host name or IP address of the SMTP server. Select this check box if authentication is needed to access the SMTP server. SMTP Configuration dialog box Table 27. SMTP Configuration fields Field Host Name/IP Address Port Use Authentication User Password From Address Description Choose Host Name or IP Address.

Installing Cisco Monitoring and Recording Site Configuration Setup Field Emergency Address Description The email address to which notification is sent if Cisco Monitoring and Recording database is down when the Mana service attempts to get its initial configuration. STEP RESULT: The SMPT Configuration dialog box appears (Figure 23). As a result. and then Cisco Monitoring and Recording database goes down while the Mana service is running. the notification that Cisco Monitoring and Recording database is down will go to the configured email address. On the Base Services server. 3. the Mana service will use the valid configuration it already has. start Site Configuration Setup (PostInstall. Navigate to the Monitoring and Notification window. TASK 1. not to the emergency address. Configuring the SMTP Settings for Email Use this task to configure SNMP settings for email. If the Mana service has already obtained a valid configuration from Cisco Monitoring and Recording database. Click SMTP Configuration. 2. and thus will not be functional in the event that Cisco Monitoring and Recording database is unavailable when the Mana service first starts. The notification email addresses configured in the Monitoring and Notification window are stored in Cisco Monitoring and Recording database.exe). 93 .

Specifically. The email address is added to the list.0 and 6. Add Email Address dialog box 2. TASK 1. click Add. Adding a Notification Email Address Use this task to add a notification email address. and then click OK. it compares the call records in the 94 . Complete the fields. STEP RESULT: The Add Email Address dialog box appears (Figure 24). In the Monitoring and Notification window’s Notification section.0) with the Cisco Monitoring and Recording database. SMTP Configuration dialog box 4. This trigger compares data in the Unified CM’s Call Detail Record database (for Unified CM version 4. Type the email address to which you want notifications sent. and then click OK. only one notification trigger requires configuration: Problem ID QM3002.0) or CAR Report (for Unified CM versions 5.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 23. Figure 24. Using Notification Triggers Currently.

The notification trigger does not have to be configured unless you enable that problem ID in the list of notification triggers.Installing Cisco Monitoring and Recording Site Configuration Setup Unified CM with the call records in Cisco Monitoring and Recording. If there is a discrepancy. 95 . Problem ID QM3002 is disabled. notification is sent. By default.

96 . The instance name of the Unified CM database.x. The number of cluster tabs that appear depend on the number of clusters configured for this system. so this field can be blank.x. (Unified CM 6. 8. 8.x. Choose host name or IP address. The fields listed under the Cluster tab applies only to that cluster. 7.x) The name of the user with rights to access the CAR reports. and then enter the information for the Unified CM. Usually the default instance of the CDR database is used. 7. Enabled only if using Unified CM 4. Configuration dialog box Table 28.x.x) The password of the user with rights to access the CAR reports. Configuration dialog box fields Field Cluster <number> <IP address> Unified CM Version Host Name/IP Address Instance Name Username Password Description Displays the CDR connection information and ignored extensions associated with the cluster.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 25.x. (Unified CM 6. Select the version of the Cisco Unified CM you are using.

Choose one of the following options. Cisco Monitoring and Recording does not send notifications to extensions that appear in this list. Remove—Delete an extension from the list.Installing Cisco Monitoring and Recording Site Configuration Setup Field Ignored Extensions Description Displays the list of ignored extensions. This only applies to the Desktop Recording (Endpoint) service. • • • Add—Add a new extension to the list. Properties Minimum Misses Notify on users that are logged in Display Type The fields listed in the Properties pane apply to all clusters. • • • Summary Only—displays 1 row per agent with misses that meet the above criteria. Edit—Modify a selected extension in the list. Select one of the following options to modify the extensions that appear in this list. Details (Tab Delimited)—displays each missed CDR in tab delimited format. 97 . Lowest number of missed CDRs required to receive notification When you select this option. Cisco Monitoring and Recording only generates notifications about users who are currently logged in to Cisco Unified Workforce Optimization. Details (Plain Text)—displays each missed CDR in text format.

x) The password of the user with rights to access the CAR reports. The instance name of the Unified CM database.x. and 8. Usually the default instance of the CDR database is used.x. at less than 30-minute intervals.x. 8. Enabled only if using Unified CM 4. the CAR reports (CDR export) are used. at a minimum. (Unified CM 6. – Unified CM 6. In these versions. 98 .x) The name of the user with rights to access the CAR reports. 7. Set up CAR so that it updates its information as frequently as possible.x. there is no CDR database. 8. Create a CAR user and enter that user in the Recording CDR Configuration dialog.x.x.x. 7.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 26. Choose host name or IP address. Enabling or Disabling a Notification Trigger PREREQUISITE: When enabling the QM3002 notification trigger: • CDR must be correctly configured in the Unified CM Administration web application. CDR Information dialog box Table 29. CDR Configuration dialog box fields Field Unified CM Version Host Name/IP Address Instance Name Username Password Description Select the version of the Cisco Unified CM you are using. so this field can be blank. 7. (Unified CM 6. and then enter the information for the Unified CM.x: See Serviceability > Tools. Instead.

This task describes how to enable and disable a notification trigger. choose a trigger from the Available Problems section and click >.Installing Cisco Monitoring and Recording Site Configuration Setup • Archiving must be enabled in Cisco Monitoring and Recording. All triggers move to the Enabled Problems section. click >>. 99 . The trigger moves to the Enabled Problems section. TASK 1. To disable all task notification triggers. TASK • To enable a task notification trigger. The trigger moves to the Available problems section. All triggers move to the Available problems section. click <<. choose a trigger from the Enabled Problems section and click <. • • • Configuring the Notification Trigger This task describes how to configure a notification trigger. Click Setup next to the QM3002 notification trigger in the Enabled Problems section. To disable a task notification trigger. To enable all task notification triggers. The Configuration dialog box appears STEP RESULT: The Configuration dialog box appears (Figure 27).

and then click OK. Complete the fields. 100 . In the Ignored Extensions section. STEP RESULT: The Add Extension dialog box appears (Figure 28). TASK 1. Configuration dialog box 2. Enter the extension in the field. Figure 28. Add Extension dialog box 2. Modifying an Ignored Extension This task describes how to modify an extension in the Ignored Extension list.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 27. Adding an Ignored Extension This task describes how to add an extension to the Ignored Extension list. and then click OK. click Add.

Click Edit. Examples of Notification Configuration Problems The following setup examples illustrate what happens when you configure the Notification Trigger Configuration as described. Make the necessary changes in the Edit Extension dialog box. Removing an Ignored Extension Use this task tor remove an extension from the Ignored Extension list. Edit Extension dialog box 3. Notify on users configured in QM: Enabled. TASK • Select an extension from the Ignored Extensions list and click Delete.Installing Cisco Monitoring and Recording Site Configuration Setup TASK 1. STEP RESULT: The Edit Extension dialog box appears (Figure 29). 2. Notify on users logged in: Enabled. 101 . select the connection you want to edit. Setup 1 Miss Threshold: 50%. Minimum Misses: 5. and then click OK. Figure 29. In the list of CDR connections.

Notify on users configured in QM: Enabled. Minimum Misses: 1. Agent A is properly configured and was logged in for the whole time. Agent B is configured properly. 102 . Effect Agent A: The missed percentage is 2/(8 + 2) = 20%. Agent Agent A is configured in Cisco Monitoring and Recording but does not have the Desktop Recording service installed. No notification would be made because neither the Miss Threshold or the Minimum Misses threshold were met. Notify on users logged in: Disabled. or the phone is not daisy-chained properly. Agent B has 6 matched calls.Installing Cisco Monitoring and Recording Site Configuration Setup Agent Agent A has 8 matched calls and 2 missed calls. Agent C has 2 matched calls and 8 missed calls. Agent C: The missed percentage is 8/(2 + 8) = 80%. but 2 were made before he was logged in. Notification is made because the Miss Threshold and the Minimum Misses threshold were met. Agent B: No notification would be made because the Minimum Misses (5) was not met. Agent C is properly configured and was logged in the whole time. Setup 2 Miss Threshold: 100%.

not from the time of the call in question. Notifications for unknown agents are filtered out if the “Notify on users configured in QM” check box is enabled. call durations are expressed in milliseconds. or if an agent's team membership changes during the period the CDR task is examining. CDR data can be out of sync with Cisco Monitoring and Recording. NOTE: In these reports. NOTE: Matching the CDR or CAR Report with Cisco Monitoring and Recording is not 100% accurate. The possible services with issues are: • • • CTI service Upload Controller DB service (on the Database server) A 100% miss percentage for a single agent might indicate a failure in the Desktop Recording service (desktop). A large number of agents with missed calls might indicate a Cisco Monitoring and Recording service failure. with the agent listed as “Unknown” because there is no cross-reference between the agent and extension until the Desktop Recording service is configured. NOTE: Agent team association and whether a team is configured for archiving are determined from the time the CDR task is run. Even a high threshold (100%) will notify on moderate and major outages. When a notification is received. Examples of the available formats are listed here. This could result in either false positives or false negatives if a team's archiving status changes. or certain call scenarios might yield false positives. 103 . It should not be used for compliance.Installing Cisco Monitoring and Recording Site Configuration Setup Effect Notification will be made on Agent A’s extension. It is probable that these agents are not configured correctly. NOTE: If the agent is listed as “Unknown” it means the agent has not successfully logged in recent history on a PC that has the Desktop Recording service (desktop). the thresholds might need to be adjusted to minimize unnecessary notifications. look at the DNs/Agents that show missed calls. If notifications are occurring frequently with less than 100% missed for a small number of agents. CDR Information Formats You can specify in which format you want to display the CDR information in the Notification Trigger Configuration dialog box.

Installing Cisco Monitoring and Recording Site Configuration Setup Summary Only Status Report Start Time: 01/11/2008 15:25:53 End Time: 01/11/2008 16:25:53 Extensions with Missed Calls: Ext Agent FoundMissed 1545 JonesM 08 2201 SmithB 015 % Missed 100% 100% Detail (Tab Delimited) Status Report Start Time: 01/11/2008 15:23:41 End Time: 01/11/2008 16:23:41 Extensions with Missed Calls: Ext Agent Found Missed% 1545 JonesM 0 8 2201 SmithB 0 16 Missed Calls (all times in GMT): CallID Agent Ext ANI DNIS 16778554 JonesM 1545 2671 1545 16778560 JonesM 1545 2671 1545 16778561 JonesM 1545 2671 1545 16778562 JonesM 1545 2671 1545 16778594 JonesM 1545 2671 1545 16778596 JonesM 1545 2671 1545 Missed 100% 100% StartTime 01/11/2008 01/11/2008 01/11/2008 01/11/2008 01/11/2008 01/11/2008 Duration 03:29:3613000 03:29:5214000 03:30:097000 03:30:208000 03:36:0112000 03:36:1811000 Detail (Plain Text) Status Report Start Time: 01/11/2008 15:24:57 End Time: 01/11/2008 16:24:57 Extensions with Missed Calls: Ext Agent Found Missed 1545 JonesM 0 8 2201 SmithB 0 16 Missed Calls (all times in GMT): Call ID = 16778554 Agent = JonesM Ext = 1545 ANI = 2671 DNIS = 1545 Start = 01/11/2008 03:29:36 End = 01/11/2008 03:29:49 Duration= 13 sec Call ID = 16778560 Agent = JonesM Ext = 1545 ANI = 2671 DNIS = 1545 Start = 01/11/2008 03:29:52 End = 01/11/2008 03:30:06 Duration= 14 sec % Missed 100% 100% 104 .

Installing Cisco Monitoring and Recording Site Configuration Setup RTP Filters Use the Real-time Transport Protocol (RTP) Filters window to filter voice packets. For example. 105 . use RTP filters when Monitoring and Recording is installed in an environment where Cisco Agent Desktop is present and you want to avoid getting duplicate RTP packets when a Cisco Desktop Supervisor is monitoring or recording calls. Figure 30 displays the RTP Filters window.

RTP Filters window Table 30. an IP address appears in this field. wildcards. RTP Filter IP/Port The value for the RTP filter. a port number appears in this field. and ranges are not allowed in this field. Table 31 shows when your changes take effect. • • IP Port—If selected. If the RTP Filter Type is IP Address. the RTP Filter IP/Port field is limited to valid IP port ranges (1 -65535). Configuration Settings Used By Services If you change the settings on the RTP Filters window. NOTE: Wildcards and ranges are not allowed in this field. If the RTP Filter Type is IP Port. IP Address—If selected. The following options are available. RTP Filters fields Field RTP Filter Type Description The type of RTP filter in use. the RTP Filter IP/Port field is limited to valid IP addresses (IPv4). 106 .Installing Cisco Monitoring and Recording Site Configuration Setup Figure 30. NOTE: Hostnames.

Choose one of the following options from the RTP Filter Type drop-down list. Use the following guidelines when adding or editing RTP filters. RTP Filter dialog box 2. 4. Click OK to save your changes and dismiss the dialog box. Adding an RTP Filter Use this task to add an RTP filter to the list of RTP filters. If you are using CAD. • • • CAD ports appear in the list of RTP filters by default. click Add. • • IP Port IP Address 3. STEP RESULT: The RTP Filter dialog box appears (Figure 31). Do not enter the same filter twice. Figure 31. From the RTP Filters window. The number of rows that can appear in the list of RTP filters is limited to 1000. When services start using the changed configuration settings Service Desktop Recording Service RTP Filter Guidelines Configuration Settings Applied Restart the client application. STEP RESULT: The new RTP filter appears in the list of RTP filters. you must also enter the IP address of the CAD Recording Server. An error appears if you enter the same filter twice. TASK 1. 107 .Installing Cisco Monitoring and Recording Site Configuration Setup Table 31. Enter the port number or IP address for the RTP Filter Type in the RTP Filter IP/Port field.

STEP RESULT: The selected filter is highlighted in blue and the Delete button is enabled. Select an RTP filter from the list. STEP RESULT: The modified RTP filter appears in the list of RTP filters. Click the Delete button.Installing Cisco Monitoring and Recording Site Configuration Setup Editing an RTP Filter Use this task to edit an existing RTP filter. RTP Filter dialog box 3. Enter the port number or IP address for the RTP Filter Type in the RTP Filter IP/Port field. TASK 1. 108 . Choose one of the following options from the RTP Filter Type drop-down list. STEP RESULT: The RTP filter is removed from the list of RTP filters. • • IP Port IP Address 4. STEP RESULT: The RTP Filter dialog box appears (Figure 32). STEP RESULT: The selected filter is highlighted in blue and the Edit button is enabled. Deleting an RTP Filter Use this task to delete an RTP filter from the list of RTP filters. Figure 32. TASK 1. Select an RTP filter from the list. Click OK to save your changes and dismiss the dialog box. 2. Click the Edit button. 5. 2.

exe. Start Configuration Setup from the executable PostInstall. Table 32. Table 32 shows when your changes take effect. Rules for Upgrading or Modifying the Unified CC Database in Update Mode Observe the following rules when you change access to the Unified CCX database in update mode: 109 . Figure 33 displays the Status window. When services start using the changed configuration settings Service Upload Controller service Configuration Settings Applied Periodically check for a version mismatch. When Configuration Setup starts. Status window Configuration Settings Used By Services If you change the settings on the Enterprise Settings window. Figure 33. • • Change the information through the Site Configuration node in Monitoring and Recording Administrator. it runs in Update Mode.Installing Cisco Monitoring and Recording Site Configuration Setup Status The Status window reports the version of the installed Cisco Monitoring and Recording components. located on each server in C:\Program Files\Cisco\WFO_QM\bin. Entering Configuration Data in Update Mode There are two ways to change Configuration Setup data after it is initially entered.

4. before you upgrade the Unified CCX database. STEP RESULT: This action enables the Sync Service on startup. 110 . 8. Choose Disabled from the Startup Type drop-down list. STEP RESULT: The Services window appears. Changing Cisco Monitoring and Recording Configuration Data in Update Mode Use this task to change the configuration data in update mode. TASK 1. and then click OK to save your changes. right-click Monitoring and Recording Sync Service and choose Start. NOTE: Do not start Sync Service and enable the Sync Service for the hardware profile until both Unified CCX Administration databases (if using High Availability) Recording are running and synchronized because the Sync Service reads data from the Unified CCX database. The Monitoring and Recording Sync Service Properties window appears. Verify the teams and agents in the upgraded Unified CCX appear correctly. 7.Installing Cisco Monitoring and Recording Site Configuration Setup • Do not change the location of the Unified CCX database after initial setup. Start Configuration Setup. 6. Upgrade or rebuild the Unified CCX database. If you do. Right-click Monitoring and Recording Sync Service again. Failing to do so could potentially deactivate users if there is a problem with the Unified CCX upgrade or rebuild. 3. TASK 1. Right-click Monitoring and Recording Sync Service again and choose Properties. Select Start> Administrative Tools > Services. choose Automatic from the Startup Type drop-down list. and click OK to save your changes. 2. Return to the Services window. • Stopping the Sync Service Before Upgrading the Unified CCX Database Use this task to stop the Sync Service. 5. you might be unable to access Cisco Monitoring and Recording historical data if the structure and contents of the new database is not the same as that of the old database. Stop the Sync Service and disable this service on startup to protect the Cisco Monitoring and Recording database before you upgrade or rebuild the Unified CCX database. Right-click Monitoring and Recording Sync Service and choose Stop.

STEP RESULT: Configuration Setup closes. Stop and restart the modified service and all desktops for the change to go into effect. If you are using domains. the DB Proxy service reinstalls automatically. you must provide a domain user that has read/write access to the local Cisco Monitoring and Recording server and the external storage system. A domain user must belong to a domain that is trusted by the local server. you must first uninstall the DB Proxy service on the server that hosts the Recording Voice and Screen services (in Control Panel’s Add or Remove Programs. When you finish. you must click Save to save your changes before you move on to another window.Installing Cisco Monitoring and Recording Site Configuration Setup 2. From the Configuration Setup tool. click the Revert to Saved button on the toolbar. This means the Recording Server must belong to the same domain as the user or a domain that is trusted by the user’s domain. The user must meet these requirements – – The local server knows the user. • • • You can display the windows in any order you wish. and then enter the desired location in the IP Address and Storage Location fields. 111 . Select the window you want to modify from the left pane. you must provide a username and password to access the external storage location. 2. The user must be able to log on as a service. If you modify something in a window. the user must be a trusted domain user. If you make a change to a window but need to change back to the original setting. • If you change the storage location from local to external storage. 3. If you select an external storage location. This discards any changes you made but have not saved yet. • – – TASK 1. 4. and then click Save on the toolbar or File > Save from the menu bar. When you run the Set Recording Home Directory tool. Select if you want to store recordings in a local or external storage location. choose File > Exit or click Close. and reverts the window back to the last saved version. STEP RESULT: The Recording File Storage Location window appears. choose Tools > Set Recording Home Directory. remove PROXY Pro Gateway). Changing the Recording Location in Update Mode Use this task to change the location of the contact recordings. For external screen storage and external screen playback to work. enter the new data in the right pane.

These tools are available through the Tools menu. The Tools menu. in Site Configuration Setup. 112 .Installing Cisco Monitoring and Recording Site Configuration Setup Tools 3. If you selected an external location. If the user is a domain user. Click OK. only enables tools when the tools are available on there server where you are running the Site Configuration Setup tool (Figure 34). enter the name with the format <domain>\<username>. Site Configuration Setup Tools Site Configuration Setup provides a number of tools you can use to update your site information. These tools normally run during the initial installation of Cisco Monitoring and Recording. Site Configuration Setup tools The following table displays the available tools and the servers on which they are located. enter the username and password. 4. Figure 34.

Create Database Catalogs This tool creates a new Cisco Monitoring and Recording database if one does not exist or updates an existing database to the latest schema version without overwriting any 113 . Tool availability in the Site Configuration Setup tool Tool Start Local Services Create Database Catalogs Generate Info for MSI Clients Download/Install JTAPI Encrypt Audio Files Set Recording Home Directory Generate SSL Certificates Test CTI Service(s) Display Metadata Encryption Key Choose Monitor Adaptor Remove Recording Configure Local Servers Base Server x x x Database Server x x Voice and Screen Server x CTI Server x Rec & Mon Server x x x x x x x x x x x x x x x x x x x x x x x x x x x Start Local Services This tool offers a convenient way to start all the Cisco Monitoring and Recording that are on the local computer. However. you should notify users because restarting services might cause outages.Installing Cisco Monitoring and Recording Site Configuration Setup Tools Table 33. You can run this tool any time.

This tool is available only when you run Site Configuration Setup on the Cisco Monitoring and Recording server (for reporting) and the Voice and Screen Services server (for FTS). remove PROXY Pro Gateway). You can use this tool to recreate your Cisco Monitoring and Recording database if you have no backup database and your database was corrupt and you deleted it. When upgrading from version 2.0. some audio files might remain in the staging folders on the client machines during the upgrade process and upload after the upgrade without encryption. Encrypt Audio Files Cisco QM 2. Generate SSL Certificate This tool generates a security certificate for the File Transfer Servlet (FTS) and Cisco Unified Workforce Optimization-generated reports.1 to 8. Use this tool if your certificate is corrupt or if the IP address of the server changes (the user sees a Security Alert dialog box whenever the FTS or Reports runs). NOTE: If you change the storage location from local to external storage. the Desktop Recording service. and Monitoring and Recording Administrator. This tool downloads and installs JTAPI. Click View Certificate to display the Certificate dialog box. All audio files are encrypted after you run this tool. you see a Security Alert dialog box. Encrypted files appear in Cisco QM 2. When you run the Set Recording Home Directory tool.1 did not encrypt audio files. This tool enables you to encrypt any unencrypted audio files.7(2) or later. Use this window to change the recording storage location. and then Install Certificate to install a new certificate. Run this tool only after you upgrade all client desktops to Cisco Monitoring and Recording 8. Download/Install JTAPI Use this tool when you upgrade Unified CM.0. Cisco Monitoring and Recording automatically reinstalls the DB Proxy service. Set Recording Home Directory This tool displays the Recording Location window. you must first uninstall Screen Recording Gateway on the server that hosts the Voice and Screen services (from the Control Panel’s Add or Remove Programs. When you run the tool. This tool populates a fresh database when the Unified CCX and Data API sync with it.Installing Cisco Monitoring and Recording Site Configuration Setup Tools existing data. Generate Info for MSI Clients This tool updates the information required by the MSI client installation programs to successfully install Calabrio Screen Player Plug-in. Run this step when upgrading from the Basic license to the Advanced license. 114 .

Configure Local Servers Use this tool to update server profiles for all local services with the latest properties. If any requests fail. The dialog box shows the customer-specific key used for AES encryption. an agent name. NOTE: If you changed the IP address for the Network Recording service or the Monitor service. Cisco Monitoring and Recording reports the failure and lists which succeed. 115 . if all succeed. you must install the supplemental language support for East Asian languages. Supporting Asian Languages If you have user-entered data in Asian characters (for example. This might be different from the network IP address you entered during Site Configuration Setup. You should choose the IP address of the NIC card that you connected to the SPAN port on the switch. Choose Monitor Adaptor This tool displays a dialog that asks for the IP address of the NIC card used for the Monitor service and server-based monitoring. the characters do not appear in the Quality Reports when you generate a PDF form. or a question). Remove Recording Services Use this tool to finalize the removal of Network Recording service and Monitor service servers by removing them from database. you need to run Remove Recording Services to remove the old IP addresses. The tool makes a request to each CTI Service and. If you do not install supplemental language support. The monitor adapter dialog pops up automatically during Site Configuration Setup if multiple NIC cards are on the box and the box hosts the Monitor service. The reports are available from Cisco Unified Workforce Optimization.Installing Cisco Monitoring and Recording Supporting Asian Languages Test CTI Service(s) This tool verifies that the local CTI Service has the correct JTAPI and accepts connections. Display Metadata Encryption Key This tool shows the information required to access user-defined metadata directly from the Cisco Monitoring and Recording database. The following languages require supplemental language support. Do this after you uninstall the services from the server. returns a success message. a team name.

Select the Install files for East Asian languages check box. Restart the Monitoring and Recording Base Services server. Double-click Regional and Language Options. STEP RESULT: The Install Supplemental Language Support dialog box appears. Restart the Monitoring and Recording Jetty service. From Control Panel.tcc (Chinese and Japanese) 10. STEP RESULT: The Regional and Languages Options window appears. STEP RESULT: The Fonts window appears. 8. 6. 3. Click OK to dismiss the dialog box. From the Monitoring and Recording Base Services server. 9. 2. 116 .Installing Cisco Monitoring and Recording Supporting Asian Languages • • • • • Chinese (China) Chinese (Taiwan) Japanese Korean Russian Installing Supplemental Language Support TASK 1. double-click Fonts. Follow the prompts to install the fonts. • • batang. and then click Apply.tcc (Russian and Korean) mingliou. 11. 7. ADDITIONAL INFORMATION: The server might automatically restart after installing the fonts. 4. Select and copy the font you just added. Click the Languages tab. choose Start > Settings > Control Panel. 5. Go to the C:\Program Files\Cisco\WFO_QM\Java\lib\fonts folder and choose Edit > Paste. STEP RESULT: The Control Panel window appears.

TASK 1. If the PC cannot resolve the name of the CAD Monitoring Server.htm—This page contains a link to the Desktop Recording service install files. NOTE: If you install the Desktop Recording service on a desktop that also runs the CAD client. Recording. an evaluator installing his or her own instance of Calabrio Screen Player Plug-in) you must enable the Windows policy “Always Install with Elevated Privileges” for both the User Configuration and the Computer Configuration. The web pages are: • Administrator. When this policy is enabled. Windows Installer installations will run in a context with elevated privileges. Cisco Monitoring and Recording creates these web pages when you install the Base Services. and the CAD installation includes a CAD Monitoring Server separate from the Unified CCX server.Installing Cisco Monitoring and Recording Installing Client Applications for Cisco Monitoring and Recording Installing Client Applications for Cisco Monitoring and Recording You can install the client applications from web pages that reside on the Cisco Monitoring and Recording Base Services server. By default. make sure that the PC running the Desktop Recording service can resolve the name of the CAD Monitoring Server. Windows Installer installations run in the context of the logged-on user.htm—This page contains links to the install files for all three desktop applications—Monitoring and Recording Administrator. NOTE: Install the client applications after you install the services for Cisco Monitoring and Recording.htm—This page contains a link to the Calabrio Screen Player Plug-in install files. Desktop. and the Desktop Recording service. 117 . Calabrio Screen Player Plug-in. Enabling the Windows Elevated Privileges Policy Use this task to elevate the privileges on a user’s computer so the user can install the client applications for Cisco Monitoring and Recording. • • Enabling the Elevated Privileges Policy for Window Installer Installation To allow users with limited privileges to install a client application for Cisco Monitoring and Recording on their computer (for example. recordings might be garbled when a CAD supervisor monitors a call. Start the Microsoft Management Console (MMC) Active Directory Users and Computers snap-in. thus allowing the install to successfully complete complex tasks that require a privilege level beyond that of the logged-on user.

Expand Computer Configuration > Administrative Templates > Windows Components > Windows Installer. 9. select the Group Policy Object (GPO) and then click Edit. 6. On the Group Policy tab. 7. 3. 8. The Calabrio Screen Player Plug-in requires the Next Generation Java Plug-in to be enabled so that you can play screen recordings in Cisco Unified Workforce Optimization. You have to choose which feature you want to use on the client desktop and enable or disable the Next Generation Java Plug-in accordingly. From the computer where you want to install the desktop application. Right-click the appropriate organizational unit (OU) and from select Properties from the popup menu. 3. there is a conflict with the Next Generation Java Plug-in. Installing Client Applications for Cisco Monitoring and Recording Use this task to install client applications for Cisco Monitoring and Recording. CAD requires the Next Generation Java Plug-in to be disabled so that you can use CAD’s keystroke macros. Enter the appropriate installation web page address in the Address field: • • • http://<base services IP address>:8088/TUP/QM/Administrator. TASK 1.htm http://<base services IP address>:8088/TUP/QM/Recording. ADDITIONAL INFORMATION: You must enable this GPO under both the User Configuration and Computer Configuration sections for it to take effect. and then click OK.Installing Cisco Monitoring and Recording Installing Client Applications for Cisco Monitoring and Recording 2. the Next Generation Java Plug-in is enabled. and then click OK. 118 . Double-click Always install with elevated privileges. Expand User Configuration > Administrative Templates > Windows Components > Windows Installer. Set to Enabled. start Internet Explorer. 4. Follow the instructions on the web page to install the desktop application. Calabrio Screen Player Plug-in Limitations If you install the Calabrio Screen Player Plug-in on a client machine running either the Vista or Windows 7 operating system where CAD is also installed. 5.htm STEP RESULT: The installation web page appears. 2. Set to Enabled. By default.htm http://<base services IP address>:8088/TUP/QM/Desktop. Double-click Always install with elevated privileges.

6. 119 . Double-click Java Control Panel. STEP RESULT: The Control Panel window appears. choose Start > Control Panel. Execution Installations must be executed on the target machine. Restart your web browser. Per User Installations must be deployed on a per-machine basis. 3. ADDITIONAL INFORMATION: If you have more than one web browser open. 5. STEP RESULT: The Java Control Panel window appears. Privileges Cisco Monitoring and Recording installations require either administrative or elevated privileges. Per-user installations are not supported. Deployment methods that capture a snapshot of an installation and redistribute that image are not supported. Requirements Cisco Monitoring and Recording support for automated package distribution depends on compliance with the requirements listed below. Select the Enable the next-generation Java Plug-in. Click OK. Click the Advanced tab and scroll to Java Plug-in. 4. Per-Machine vs. you must restart all web browsers. Using Automated Package Distribution Tools MSI-based desktop application installations for Cisco Monitoring and Recording can be deployed (“pushed”) via automated package distribution tools that make use of the Microsoft Windows Installer service. TASK 1.Installing Cisco Monitoring and Recording Using Automated Package Distribution Tools Enabling the Next Generation Java Plug-in Use this procedure to enable Generation Java Plug-in so that you can play screen recordings in Cisco Unified Workforce Optimization. From the client desktop. 2.

Reboots Any reboots associated with Cisco Monitoring and Recording installations are required. If the installation is run in the context of an administrative account. <user-defined path>\WFO_QM\Jetty\webapps\TUP\QM You can also generate MSI packages for Cisco Monitoring and Recording using the ConfigureMsi. 120 . Automated Package Installation vs.exe utility and unconfigured installation templates. then it must be deployed with elevated privileges. Cisco Monitoring and Recording does not support combining multiple releases (for example. See “Client Installation Packages on the Installation DVD” on page 122 for more information. If you suppress the installation’s default reboot behavior. Windows Installer installations will run in a context with elevated privileges. a software package's base release and a subsequent service release) into a single deployment package. Cisco Monitoring and Recording does not support alteration of these files or the use of other MSI files included with the product at other locations. MSI packages for Cisco Monitoring and Recording are located in the following location on a successfully-installed production server and are intended for both manual and automated deployment. product deployment configurations. Multiple Software Releases Do not combine multiple software releases into a single deployment package. Cisco Monitoring and Recording does not support altering the supplied MSI packages to circumvent the installation criteria.Installing Cisco Monitoring and Recording Using Automated Package Distribution Tools By default. The target machine must have the Windows policy “Always Install with Elevated Privileges” enabled for both the User Configuration and the Computer Configuration. and server/client version synchronization for automated package installation is the same as manual installation. The requirements for supported operating systems. If the installation is run in the context of an account with reduced privileges. You must distribute each Cisco Monitoring and Recording software release in its entirety as a distinct deployment. there is no need to enable policies to grant elevated privileges. installation order. When this policy is enabled. Manual Installation Automated installations must use the same files and meet the same installation criteria as manually-deployed installations. available on the Cisco Monitoring and Recording installation DVD. thus allowing the installation to successfully complete complex tasks that require a privilege level beyond that of the logged-on user. you must reboot the target machine before running the installed applications to ensure expected functionality. Windows Installer installations run in the context of the logged-on user.

Install the servers to obtain valid client installation packages. 121 . 1. 2. 5. automated deployment issues. Best Practices Best practices recommendations are listed below. At deployment time modify your deployment packages. If it is determined in the future that delaying a reboot via command line suppression affects expected behavior. Recommended Deployment Preparation Model Use the following deployment preparation model to test the deployment in a test environment before you deploy an update on your production server. replacing the client installation packages from the lab environment with valid client installation packages from the production server. as long as a reboot occurs before you launch the installed applications.Installing Cisco Monitoring and Recording Using Automated Package Distribution Tools You can delay a reboot without any issues at this time. Installation and Uninstallation Deployment Packages The deployment engineer should create and test both an installation and uninstallation deployment package. 6. Test the deployment packages. Use a lab environment to model the pending deployment. This ensures that any loggable issues are captured efficiently. 3. then that delayed reboot will not be supported. Windows Installer Logging Window Installer logging should be enabled. Using separate packages offers faster isolation of potential issues than does a composite deployment package. Manually deploy client installation packages to ensure that the installs are compatible with your environment. Deployment Each installation package should be deployed using its own deployment package. Create your deployment packages in accordance with the requirements listed in “Requirements” on page 119. 4. The installations should be run with the following command line argument: /l*v <logfile path and name> NOTE: The logfile path and name must be a location to which the installation’s user context has permission to write. This will isolate product installation vs.

Copy the Clients folder and all its contents from the Cisco Monitoring and Recording installation DVD to a PC that does not have the Cisco Monitoring and Recording Base services installed on it. can be configured so that client applications are available prior to the installation of the services for Cisco Monitoring and Recording. On the desktop. 4.exe). 2. Type ConfigureMsi. if Surrogate Host 2 does not exist. STEP RESULT: The utility creates installation files for all Cisco Monitoring and Recording client applications. STEP RESULT: The configuration tool starts. NOTE: You can combine the base release and service releases of the same version of software into a single folder structure. 5. Type the IP address of Surrogate Host 1 and press Enter.Installing Cisco Monitoring and Recording Using Automated Package Distribution Tools Client Installation Packages on the Installation DVD The Cisco Monitoring and Recording installation DVD contains unconfigured installation templates that. 6. 122 . The unconfigured installation templates are located in the following file structure on the installation DVD: • Clients – – – Admin MediaPlayer Recording Configuring Client Installation Files Use this task to configure client installation files with the ConfigureMsi tool. The configuration tool detects and configure both types of install packages. and press Enter.exe and press Enter. 3. TASK 1. with the use of a configuration tool (ConfigureMsi. Type the IP address of the Base Host or Surrogate Host and press Enter. open a command window and navigate to the Clients folder. Type the IP address of Surrogate Host 2 or none.

In this release. Also. Training.6. However. upgrade to QM 2. and Tagged retention periods.0 from 2. applied to tagged quality management calls and tagged archive-only calls. Workflows and Retention Periods In all releases prior to 2.6. and then uninstall 2. HR. upgrade to QM 2. and then install Cisco Monitoring and Recording 8.6. See “Upgrading QM to Cisco Monitoring and Recording” on page 124 for upgrade instructions. configured under the Quality Management node.6 or QM 2. 123 . consult the appropriate Monitoring and Recording Services Installation Guide for installation instructions.Upgrading from Previous Versions Workflows and Retention Periods Upgrading from Previous Versions You must uninstall QM 2. When upgrading to Cisco Monitoring and Recording 8. and then install Cisco Monitoring and Recording 8. you can configure retention periods per workflow. You can modify the retention periods under the Quality Management > Workflows and Archive > Workflows nodes in Monitoring and Recording Administrator after the upgrade is complete. and then install Cisco Monitoring and Recording 8. then uninstall 2.7. • • • From QM 2. Unscored. Consult the Release Notes for Cisco Unified Workforce Optimization Monitoring and Recording Services for any last minute changes to the upgrade procedure.6.0 NOTE: When upgrading to QM 2.4.0. then uninstall QM 2.3. After upgrading to Cisco Monitoring and Recording 8. you cannot change the retention periods for these calls.7. Tagged retention periods.7(2).6.0.0 From QM 2. Archive calls had a single Archive retention period. you can configure Tagged retention periods separately for quality workflows and archive workflows.7 before you upgrade to Cisco Monitoring and Recording 8.5.7.0 From QM 2.6. Quality calls had Scored. Cisco Monitoring and Recording assigns retention periods configured before the upgrade to calls recorded before the upgrade. you can change these retention periods per workflow. retention periods were global for all contacts. If you want to upgrade from a release prior to QM 2. choose one of the following options. upgrade to QM 2.6 and QM 2. Cisco Monitoring and Recording assigns the retention periods configured before the upgrade to all existing workflows.

124 . and enter a login ID and password.6 or QM 2.Upgrading from Previous Versions Upgrade Guidelines These changes occur after you configure the Cisco Monitoring and Recording Database step in the Site Configuration Setup tool.0.dll failed to unregister There are no known side effects associated with this error message.6. Assigning Workflow Retention progress bar Upgrade Guidelines When you upgrade from Cisco QM to Cisco Monitoring and Recording follow these guidelines. you must select the NT option in the Cisco Unified CC Database window.7 to Cisco Monitoring and Recording 8.7(3) and you are using NT authentication. NT Authentication If you upgrade from QM 2. A progress bar (Figure 35) appears when Cisco Monitoring and Recording implements these changes. PrxgpxNT. Upgrading QM to Cisco Monitoring and Recording Use the following task to upgrade from QM 2.dll Failed to Register If you see a dialog box containing the following message when performing an over-the-top upgrade on a machine running both QM Desktop and Desktop Recording service for 2. dismiss the dialog to successfully complete the installation. PrgpxNT. Figure 35.

Install Cisco Monitoring and Recording 8.Upgrading from Previous Versions Upgrading the Client Applications TASK 1.0. 2. See “Installing Cisco Monitoring and Recording” on page 49 for instructions. Cisco Monitoring and Recording 8. Upgrading the Client Applications PREREQUISITE: Verify Java JRE version 1. back up your QM database and LDAP database. 4. On the QM Base Services server. Reboot the server. 3. ADDITIONAL INFORMATION: Cisco Monitoring and Recording 8.0. Remove the previous version of QM.0_13 or greater is installed on the client machines. ADDITIONAL INFORMATION: See “Removing QM” on page 133 for instructions.6.0 no longer requires the LDAP database.0 replaced the QM Desktop with the Cisco Unified Workforce Optimization.0 on the Cisco Monitoring and Recording Base Services server and select the Enable automatic updates for all Cisco Monitoring and Recording clients check box on the Enterprise Settings window in the Site Configuration Setup utility. ADDITIONAL INFORMATION: Selecting the Enable automatic updates for all Cisco Monitoring and Recording clients check box ensures that Cisco Monitoring and Recording automatically updates the client machines after you install Cisco Monitoring and Recording 8. ADDITIONAL INFORMATION: See “Restoring the Cisco Monitoring and Recording Database” on page 168 for instructions. Restore the QM database. You need a clean copy of the LDAP database if you intend to downgrade from Cisco Monitoring and Recording 8. you must remove the existing QM Desktop Recording from each client machine and replace them with the Calabrio Screen Player Plug-in and Desktop Recording service. 125 . When you upgrade to Cisco Monitoring and Recording 8.0. See “Backing Up the Cisco Monitoring and Recording Databases” on page 167 for instructions. 5.

3. you must install the Desktop Recording service on the client machines you are testing. 126 . Testing the Upgrade on Client Machines If you have multiple types of client machines (for example. • • • QM Desktop QM Desktop Recording QM Administrator—from the administrator’s machine only ADDITIONAL INFORMATION: See “Removing a QM Application” on page 134 for more instructions. TASK 1. Uninstall the following applications from each client machine. Generate test calls. • • • Calabrio Screen Player Plug-in Desktop Recording service Monitoring and Recording Administrator—on the administrator’s machine only ADDITIONAL INFORMATION: See “Installing Client Applications for Cisco Monitoring and Recording” on page 117 for more instructions. Verify the recordings uploaded successfully to the designated recording file storage location. Install the following applications from each client machine. Log on to a client machine. PREREQUISITE: If you configured your site for Desktop Recording (Endpoint). test three or four of each machine type using Cisco Monitoring and Recording in your environment and generate test calls to phones associated with each of the client machines before a scheduled upload occurs. 2. 2.Upgrading from Previous Versions Testing the Upgrade on Client Machines TASK 1. a laptop with administrator privileges or a desktop with elevated privileges).

2. STEP RESULT: Monitoring and Recording services should appear in the list. Select Start > Add or Remove Programs. if your environment uses desktops and laptops. Repeat steps 1-3 for each client machine in your test set. continue updating the remaining client machines that have Cisco Monitoring and Recording installed. For example.Upgrading from Previous Versions Verifying the Upgrade is Installed Correctly on the Cisco Monitoring and Recording Server 4. 5. Verify the version is correct by clicking Click Here for Support Information. you need to test the following scenarios: • • • • Desktop with administrator privileges Desktop with elevated privileges Laptop with administrator privileges Laptop with elevated privileges Verifying the Upgrade is Installed Correctly on the Cisco Monitoring and Recording Server Verify Cisco Monitoring and Recording 8. After testing the sample client machines. 127 . STEP RESULT: The version appears in the Support Info dialog box.0 appears in the list of Add or Remove Programs. TASK 1.

Upgrading from Previous Versions Verifying the Upgrade is Installed Correctly on the Cisco Monitoring and Recording Server 128 .

when you enable this feature. the automated update feature does not update the clients. to update the clients when you install an SR on the Cisco Monitoring and Recording server. An SR is cumulative. Always install the SR on the Cisco Monitoring and Recording server. You install each ES separately and each ES appears in the Add/Remove Programs window. An ET can contain server and/or client files. So. engineering special (ES)s An installable component that addresses a specific bug fix needed by one or more customers. Cisco releases updates. the automated update feature does not update the clients. So. The update types are describes as follows. If the SR contains no fixes for the client side. the second ES contains all the fixes provided in the first ES. An ES can contain server and/or client fixes. the Add/Remove Program title includes “(Server only). if two SRs are issued against a base release. Separate installation of SRs allows rollback to a previous state. Always install the MR on the Cisco Monitoring and Recording server.” service release (SR) Contains all patches for all bugs found and fixed since the base release of the product. If the MR contains no fixes for the client side. to update the clients when you install an MR on the Cisco Monitoring and Recording server. the Add/Remove Program title includes “(Server only). If the ET also contains client files. the automated update feature does not update the clients. engineering-test (ET) An installable component that contains the files needed to assist developers when diagnosing a problem. There are several types of updates. An ES is tied to a specific version of the base release and/or Service Release (SR). The Cisco Monitoring and Recording server uses the automated update feature. If the ES contains no fixes for the client side. install the ET directly on the client machine. Always install an ES on the Cisco Monitoring and Recording server for automatic update to work. You install each SR separately and each SR appears in the Add/Remove Programs window. If an SR is server side only. Always install an ET on the Cisco Monitoring and Recording server. Separate installation of ESes allows rollback to a previous state. the second SR contains all the fixes provided in the first SR. if two ESes are issued against a base release. An ES is cumulative.Installing a Service Release or Patch Verifying the Upgrade is Installed Correctly on the Cisco Monitoring and Recording Server Installing a Service Release or Patch Periodically. The Cisco Monitoring and Recording server uses the automated update feature. If an ES is server side only.” maintenance release (MR) Contains the base release of the product. when you enable this feature. An SR contains fixes for the Cisco Monitoring and Recording server and/or client. 129 .

Only one ET can exist on a system at a time. ES. the SR install checks for any unknown ESes on the Cisco Monitoring and Recording server. Uninstall the unknown ES on the Cisco Monitoring and Recording server and try again. uninstall the unknown ES and try again. You cannot install an SR or ES until the ET is removed. See “Rolling Back to a Previous State” on page 131 for instructions. ES. ESes. or SR. or SRs. When installing a major or a minor upgrade. the system returns to its previous state. the SR install displays a message and stops the installation process. All but the last ET. The Remove button is disabled (hidden) for older ETs. the ET.Installing a Service Release or Patch Guidelines for Installing a Patch (SR or ES) You install each MR separately and each MR appears in the ADD/Remove Programs window. A message will appear if a reboot is required. or SR is uninstalled. TASK 1. the Add/Remove Program title includes “(Server only). Separate installation of MRs allows rollback to a previous state. Installing an Patch (ES or SR) Use this task to install an ES or SR on the Cisco Monitoring and Recording server. • • • • • • Uninstall any ETs before you install an SR. and SRs are automatically removed. or SR is uninstallable. ES. then the automatic update feature will update the clients. The same block will happen on the client side whether the automatic update feature is enabled or not. Download the executable to the Cisco Monitoring and Recording Server. A reboot might be required if you uninstall an ET. If the ES or SR includes client-side fixes. If the SR install finds an unknown ES. ESes.” Guidelines for Installing a Patch (SR or ES) Use the following guidelines when installing and ES or SR. ADDITIONAL INFORMATION: Before installing the SR. If the SR install finds an unknown ES on the client side. and the automatic update feature is available. 130 . When an ET. If an MR is server side only. PREREQUISITE: Remove any engineering tests (ETs) installed on the Cisco Monitoring and Recording server.

or ET is removed from the Cisco Monitoring and Recording Base Services server. choose Start > Settings > Control Panel. you restore Cisco Monitoring and Recording to its previous state. the next patch you can remove will now display the “Remove me first” message.Installing a Service Release or Patch Rolling Back to a Previous State 2. or ET you want that displays “Remove me first” and then click Remove. When you roll back to a previous state. and ES sequentially. 3. STEP RESULT: The Control Panel window appears. Cisco Monitoring and Recording also removes the SR or ES from the client side to ensure the clients and Cisco Monitoring and Recording server are in sync with each other. Run the executable. ES. STEP RESULT: The Add or Remove Programs window appears. ES. From the Cisco Monitoring and Recording Base Services server. ADDITIONAL INFORMATION: If there are multiple patches applied. STEP RESULT: The SR. 131 . Double-click Add or Remove Programs. or ES in the order you installed them. Select the SR. Rolling Back to a Previous State Use this task to remove an SR. or ET installed on the Cisco Monitoring and Recording server. 2. or ET. STEP RESULT: The executable installs the files for the ES or SR. When your remove the first patch that displayed this message. PREREQUISITE: Cisco builds each SR. you must remove the patches in the reverse order they were installed. ES. Always remove the patch that displays a “Remove me first” message first. Continue removing patches until you reach the desired state. TASK 1. and so on. ES. When you remove an SR. If you enable the automated update feature. you must remove the SR.

Installing a Service Release or Patch Rolling Back to a Previous State 132 .

7 to Monitoring and Recording 8. QM client applications (QM Administrator and QM Desktop) 3.0. QM Desktop Recording service 4. NOTE: A user must log in as an administrator in order to remove any QM applications. including the following services: • • • • • • • • • • • • Cisco Unified Communications Manager JTAPI client Proxy PRO Gateway service QM CTI service QM DB Cleaner service QM DB Proxy service QM LDAP Monitor service QM Monitoring and Notification (Mana) service QM Monitor service QM Network Recording service QM Sync service QM Tomcat service QM Upload Controller Recordings are not uploaded from client or server computers when you remove Cisco QM. Uninstall QM in the following order: 1. QM service release. QM services from the QM server. if any 2.Removing QM Rolling Back to a Previous State Removing QM If you are upgrading from QM 2.6 or QM 2. 133 . They are maintained in the folder located at: C:\Program Files\Common Files\SQM\Recordings The default location on the storage server for uploaded recordings is: C:\Program Files\Common Files\QM\Recordings Note that these are the default locations and that your recordings might be stored in custom location. you must uninstall QM before you install Monitoring and Recording.

If you intend to reinstall or upgrade QM. 2. and uninstalling one application may remove files needed by the remaining applications. select the application you wish to remove and click Remove. In the left navigation pane. if you want to remove QM completely. NOTE: If you have multiple client applications for QM installed on one computer. On the server that hosts the QM database.Removing QM Removing a QM Application Removing a QM Application Use this procedure to uninstall the components identified in “Removing QM” on page 133. and wish to uninstall one application and leave the rest. reboot your computer. 3. The applications share certain third party files. and then reinstall the desired set of applications. expand the Databases node and right-click SQMDB. launch and log in to Microsoft SQL Server Management Studio. 3. verify that the recording storage folder structures are removed before installing the new version. you must uninstall all of the applications. you must not remove the QM database. From the popup menu. However. Open the Windows Control Panel. follow this procedure to remove the database. TASK 1. and you want to retain historical data. 2. NOTE: If you intend to reinstall QM after completely removing an older version (a clean install). TASK 1. 134 . STEP RESULT: Windows removes the application. Removing the QM Databases Using the Windows Control Panel to remove services does not remove the QM database (SQMDB). STEP RESULT: the Delete Object window appears (Figure 36). From the list. Double-click Add/Remove Programs. choose Delete.

If the SQM folder does not exist.Removing QM Verifying QM was Removed Correctly Figure 36. Delete Object window 4. Type regedit in the Open field and click OK. delete the folder. STEP RESULT: The Registry Editor window appears. 3. you successfully removed QM. choose Start > Run. Select the Close existing connections check box and then click OK. TASK 1. Verifying QM was Removed Correctly Use the following task to verify you successfully removed QM 2. 2. STEP RESULT: The Run dialog box appears. Verify the SQM folder does not appear under HKEY_LOCAL_MACHINE/SOFTWARE/Spanlink. 135 .6 or QM 2. • • If the SQM folder exists. From the server.7.

Removing QM Verifying QM was Removed Correctly 136 .

Cisco Monitoring and Recording ESes. They are maintained in the folder located at: C:\Program Files\Common Files\SQM\Recordings The default location on the storage server for uploaded recordings is: C:\Program Files\Common Files\QM\Recordings Note that these are the default locations and that your recordings might be stored in custom location. 4. 137 . 6. if any Cisco Monitoring and Recording SRs. if any Cisco Monitoring and Recording client applications Cisco Monitoring and Recording Desktop Recording service Cisco Monitoring and Recording services from the Cisco Monitoring and Recording server.Removing Cisco Monitoring and Recording Verifying QM was Removed Correctly Removing Cisco Monitoring and Recording Uninstall Cisco Monitoring and Recording in the following order: 1. 3. 5. if any 2. NOTE: A user must log in as an administrator in order to remove any Cisco Monitoring and Recording applications. Cisco Monitoring and Recording ETs. including: • • • • • • • • • • • Cisco Unified Communications Manager JTAPI client Monitoring and Recording CTI service Monitoring and Recording Data API service Monitoring and Recording DB Proxy service Monitoring and Recording Jetty service Monitoring and Recording Mana service Monitoring and Recording Monitor service Monitoring and Recording Network Recording service Monitoring and Recording Sync service Monitoring and Recording Upload Controller PROXY Pro Gateway service Recordings are not uploaded from client or server computers when you remove Cisco Monitoring and Recording.

TASK 1. On the server that hosts the Cisco Monitoring and Recording database. STEP RESULT: The Delete Object window appears (Figure 37). In the left navigation pane. However. TASK 1. and you want to retain historical data. 138 . and then reinstall the desired set of applications. 2. The applications share certain third party files. you must not remove the Cisco Monitoring and Recording database. Double-click Add or Remove Programs. follow this procedure to remove the database. From the popup menu. you must uninstall all of the applications. and uninstalling one application may remove files needed by the remaining applications. From the list. 3.Removing Cisco Monitoring and Recording Removing a Cisco Monitoring and Recording Application Removing a Cisco Monitoring and Recording Application Use this procedure to uninstall the components identified in “Removing Cisco Monitoring and Recording” on page 137. NOTE: If you intend to reinstall Cisco Monitoring and Recording after completely removing an older version (a clean install). select the application you wish to remove and click Remove. 2. Open the Windows Control Panel. and wish to uninstall one application and leave the rest. If you intend to reinstall or upgrade Cisco Monitoring and Recording. NOTE: If you have multiple client applications for Cisco Monitoring and Recording installed on one computer. STEP RESULT: Windows removes the application. expand the Databases node and right-click SQMDB. launch and log in to Microsoft SQL Server Management Studio. choose Delete. 3. reboot your computer. Removing the Cisco Monitoring and Recording Databases Using the Windows Control Panel to remove services does not remove the Cisco Monitoring and Recording database (SQMDB). if you want to remove Cisco Monitoring and Recording completely. verify that the recording storage folder structures are removed before installing the new version.

Select the Close existing connections check box and then click OK. 139 . Delete Object window 4.Removing Cisco Monitoring and Recording Removing the Cisco Monitoring and Recording Databases Figure 37.

Removing Cisco Monitoring and Recording Removing the Cisco Monitoring and Recording Databases 140 .

you can then install Cisco Monitoring and Recording. Pre-installation Checklist Use this checklist to verify the customer’s site meets the requirements for installing Cisco Monitoring and Recording. When you have gathered the information in these checklists.Checklists and Activities Pre-Installation Checklists Checklists and Activities Use the information provided here to prepare for Cisco Monitoring and Recording installation and deployment activities. 141 . Pre-Installation Checklists Use the pre-installation checklists to prepare for a Cisco Monitoring and Recording installation.

Verify system specifications as defined by the Monitoring and Recording Services Installation Guide Evaluate customer needs for MetaData/Agent Tagged Calls Configuration Information Pre-order Validation Checklist Use the following checklist to validate the order before you order Cisco Monitoring and Recording. Pre-installation checklist Cisco Monitoring and Recording Server Environment Complete Cisco Monitoring and Recording sizing worksheet Verify NIC support for promiscuous mode. See “Disk Storage Sizing Guidelines” on page 25 for information on estimating the amount of disk storage required for your system.Checklists and Activities Pre-Installation Checklists Table 34. 142 . recommend driver update if needed Verify desktop hardware and disk requirements as defined by the Monitoring and Recording Services Installation Guide Verify there is sufficient disk space.

See “Disk Storage Sizing Guidelines” on page 25 for information on estimating the amount of disk storage required for your system.Checklists and Activities Pre-Installation Checklists Table 35. 143 . Verify system specifications as defined by the Monitoring and Recording Services Installation Guide Evaluate customer needs for MetaData/Agent Tagged Calls Configuration Information Environment Information Checklist Use the following checklist to verify the environment information meets requirements. Pre-order validation checklist Cisco Monitoring and Recording Server Environment Complete Cisco Monitoring and Recording sizing worksheet Verify NIC support for promiscuous mode. recommend driver update if needed Verify desktop hardware and disk requirements as defined by the Monitoring and Recording Services Installation Guide Verify there is sufficient disk space.

Checklists and Activities Pre-Installation Checklists Table 36. Environment information checklist Cisco Monitoring and Recording Server Environment Unified CCX version Number of agent workstations Number of supervisor/managers workstations Number of knowledge workers (the non-ACD users that you want to record) Number of evaluators Configuration Information IP Phone Models and Remote Access Checklist Use the following checklist to verify the IP phone models used at the customer site and verify remote access for deployment resources. 144 . IP phone models and remote access checklist Cisco Monitoring and Recording Server Environment Verify IP phone models Verify remote access for deployment resources Configuration Information Base Server Information Checklist Use the following checklist to gather Cisco Monitoring and Recording Base Server information. Table 37.

Cisco Unified CCX database checklist Cisco Monitoring and Recording Server Environment Synchronize users with ACD Side A Server Name Side A IP Address Side B Server Name. if one exists DB Instance Name Port DB Instance Name user login Configuration Information rdsaux01_uccx 1504 • • Username: uccxworkforce Password: Cisco Unified CM Information Checklist Use the following checklist to gather Cisco Unified CM information.Checklists and Activities Pre-Installation Checklists Table 38. Table 39. if one exists Side B IP Address. Base Server information checklist Cisco Monitoring and Recording Server Environment Cisco Monitoring and Recording base server IP address Cisco Monitoring and Recording base server IP hostname Monitoring and Recording administrator login • • Configuration Information Username: Password: Cisco Unified CC Database Checklist Use the following checklist to gather Cisco Unified CCX information. 145 .

Cisco Unified CM information checklist Cisco Monitoring and Recording Server Environment SOAP AXL user login • • JTAPI user login—The same account used for CTI integration Publisher and Subscribers Host Name/IP Address Subscriber IP addresses or hostnames Primary CTI Managers Backup CTI Managers • • Configuration Information Username: Password: Username: Password: SQL Server 2005 Standard Edition Checklist Use the following checklist to order SQL Server 2005 Standard Edition. 146 . SQL Server 2005 Standard Edition checklist Cisco Monitoring and Recording Server Environment Order SQL Server 2005 Standard Edition Configuration Information SQL Database Server Information Use the following checklist to gather Cisco Monitoring and Recording SQL Database Server information. Table 41.Checklists and Activities Pre-Installation Checklists Table 40.

dbcreator and dbreader roles to this login. SQL server information checklist Cisco Monitoring and Recording Server Environment Cisco Monitoring and Recording SQL database server IP address or hostname Cisco Monitoring and Recording SQL database server instance name — The default is mssqlserver.Checklists and Activities Pre-Installation Checklists Table 42. The Monitoring and Recording CTI service is usually located on the Cisco Monitoring and Recording server. Table 43. Enterprise Settings information checklist Cisco Monitoring and Recording Server Environment Primary Monitoring and Recording CTI Service IP address or hostname Secondary Recording CTI Service IP address or hostname (if any) Configuration Information Enterprise Settings Information Checklist Use the following checklist to gather Enterprise Settings information. Assign the dbowner. User login for remote access (for example. Cisco Monitoring and Recording SQL database server login—Default language must be English. 147 . VPN or RDP) • • Configuration Information Username: Password: • • • Username: Password: Cisco Monitoring and Recording system site name: Monitoring and Recording CTI Service Information Use the following checklist to gather Monitoring and Recording CTI service information.

Enterprise Settings information checklist Monitoring and Recording Server Environment Location of the Cisco Monitoring and Recording software licenses Configuration Information Active Directory Domain Information Checklist Use the following checklist to gather Active Directory domain information. This information is required only if you use Active Directory with Cisco Monitoring and Recording.Checklists and Activities Pre-Installation Checklists Table 44. 148 .

Cisco Monitoring and Recording requires this information is only when using Active directory accounts for Cisco Monitoring and Recording user authentication.Checklists and Activities Pre-Installation Checklists Table 45. • • • • OU: OU: OU: OU: • • Configuration Information Username: Password: Recording File Storage Information Checklist Use the following checklist to gather Cisco Monitoring and Recording recording file storage information. A path or paths to user record. 149 . Active Directory domain information checklist Cisco Monitoring and Recording Server Environment Base DN Domain name Active Directory IP address or hostname Port number for AD connection (default is 389 or 636 if you are using SSL) Active Directory display name (Created for Read Only)—This user may reside in a different OU than the Cisco Monitoring and Recording users User Search Base Location of the CA certificate for AD User records—Containers in the Active Directory tree used to locate and link Active Directory users to Cisco Monitoring and Recording users. and organizational unit records.

IP addresses for SNMP trap) If you chose email notification. exchange@example. provide the necessary configuration information • • • • • • Configuration Information IP address or hostname (for example. Monitoring and notification information checklist Cisco Monitoring and Recording Server Environment If you chose SNMP notification.Checklists and Activities Pre-Installation Checklists Table 46. provide the necessary configuration information (for example. Recording file storage information checklist Cisco Monitoring and Recording Server Environment Cisco Monitoring and Recording Voice/Screen Recording Server IP address or hostname Provide the storage location (for example.com): Port number: Username: Password: From address: Emergency address: Remote User Information Checklist Use the following checklist to gather remote user information. 150 . C:\Program Files\Common Files\QM\Recordings) If you chose an external storage location. Table 47. provide the username and password required to access that location • • Configuration Information Username: Password: Monitoring and Notification Information Checklist Use the following checklist to gather monitoring and notification information.

TASK 1. Remote user information checklist Cisco Monitoring and Recording Server Environment User login for remote access (for example. 2. 3. 151 . Verify all server connections are successful based on the information provided in the pre-installation checklist. Connect to the customer’s production servers. Remote user information checklist Cisco Monitoring and Recording Server Environment RTP filter IP addresses or port addresses • • • Configuration Information Username: Password: Site name for Cisco Monitoring and Recording: Deployment Activities Deploying Cisco Monitoring and Recording is a three-day activity.Checklists and Activities Deployment Activities Table 48. VPN or RDP) • • • Configuration Information Username: Password: Cisco Monitoring and Recording system site name: RTP Filters Information Checklist Use the following checklist to gather information on RTP filters. Day 1 The following list describes activities for day 1. ADDITIONAL INFORMATION: See “Pre-Installation Checklists” on page 141 for more information. if required. The following topics describes the activities for each day. Table 49. Gather Active Directory information.

8. STEP RESULT: You should complete site’s configuration by the end of the day. Calabrio Screen Player Plug-in. 10. if required. TASK 1. Stop site configuration tasks at server and create first evaluation form. Continue site configuration. TASK • • Verify the agent recordings were uploaded from the previous day and use the evaluation form to check calls. Review and modify it. 6. if needed. 7. 9. Validate Active Directory information. Install Cisco Monitoring and Recording from the installation DVD. prepare to install the client applications at each user’s workstation. Ask any questions before completing the site configuration. Create an MSI to push Monitoring and Recording Administrator. 4. Ask the customer to modify and return the sample evaluation form based on business processes for Desktop Recording service. and check for recordings. Meet with the customer to confirm the final configuration based on the customer’s business processes. Place test calls to agent workstations. Verify the global upload time settings are consistent with the agent daily log on/log off activity. Day 3 The following list describes activities for day 3. Test the Upload On Demand feature.Checklists and Activities Deployment Activities Day 2 The following list describes activities for day 2. 3. Complete the Site Configuration Setup tool. and Desktop Recording service out to user workstations. Confirm workflows and then complete the installation based on answers provided by the customer. 152 . Link all contact center agents to their respective Active Directory account. if Active Directory is used. 2. 5. ADDITIONAL INFORMATION: The evaluation form is required for the system setup.

153 . Deployment Information Checklist Use this checklist to gather deployment information. Server information checklist Deployment Task Cisco Monitoring and Recording database user login Verify DNS resolution of IP address and hostname for Cisco Monitoring and Recording Server on corporate network • • Comments Username: Password: Active Directory Information Checklist Use this checklist to gather Active Directory information when installing Cisco Monitoring and Recording. Table 51.Checklists and Activities Installation Checklists Installation Checklists Use the installation checklists when installing and configuring Cisco Monitoring and Recording. Deployment information checklist Deployment Task Planned installation date Deployment engineer Site address Primary contact phone Primary contact email address Comments Server Information Checklist Use this checklist to gather Cisco Monitoring and Recording Server information when installing Cisco Monitoring and Recording. Table 50.

Unified CM information checklist Deployment Task Hostname IP address Unified CCX • • JTAPI user login • • AXL user login • • Remote access method (Cisco VPN. SSL VPN) Remote access user login • • Comments Username: Password: Username: Password: Username: Password: Username: Password: Build Server Information Checklist Use this checklist to gather build server information when installing Cisco Monitoring and Recording. 154 . Active Directory information checklist Deployment Task hostname IP address Port number Base DN Active Directory user login • • Comments Username: Password: Unified CM Information Checklist Use this checklist to gather Unified CM information when installing Cisco Monitoring and Recording.Checklists and Activities Installation Checklists Table 52. Table 53.

Books Online. Install Windows SNMP services checklist Deployment Task Install Windows SNMP services (optional) Comments Services Installation Checklist Use this checklist when installing services for Cisco Monitoring and Recording. and select dbcreator from the list of server roles Clear Enforce Policy option Set Server Roles to dbcreator Set SQL collation to Latin1_General Add Windows Firewall exclusions by application (if Windows Firewall or other firewall utility is active) Allow remote connections Configure the SQL Server Browser • • Comments Username: Password: Optional: Install Windows SNMP Services Checklist Use this checklist when installing Windows SNMP services. workstation components. select English as the default language.Checklists and Activities Installation Checklists Table 54. Build server information checklist Deployment Task Install Microsoft SQL Server 2005 Standard Edition (including database. Table 55. 155 . and development tools) and select the Mixed Mode option in the Authentication Mode screen Create an SQL user account.

Table 57. 156 . Initial mode configuration checklist Deployment Task Enter the IP address for Cisco Monitoring and Recording Directory Services and services Enter password for the Monitoring and Recording Administrator and note it on this worksheet • Comments Password: Cisco Unified CC Database Checklist Use this checklist to record information when you enter the Cisco Unified CCX information. Services installation checklist Deployment Task Run the setup_MonRec_802.Checklists and Activities Installation Checklists Table 56.exe and all selected services shown in the dialog will be installed to the server Comments Initial Mode Configuration Checklist Use this checklist to record information when the Site Configuration Setup runs for the first time.

157 . enter the following information. For each cluster. Cisco Unified CM checklist Deployment Task SOAP AXL Access username SOAP AXL Access password JTAPI username JTAPI password Unified CM hostname or IP address Primary or backup CTI Manager Hostname or IP address for the subscribers (if any) and Primary or Backup designation Comments Database Checklist Use this checklist to record information when you configure the Cisco Monitoring and Recording database. if one exists DB Instance Name user login • • Comments Username: uccxworkforce Password: Cisco Unified CM Checklist Use this checklist to record information when you enter the Cisco Unified CM information. Unified CCX database checklist Deployment Task Enter Side A Server Name Enter Side A IP Address Enter Side B Server Name. Table 59. if one exists Enter Side B IP Address.Checklists and Activities Installation Checklists Table 58.

Table 61.) Select the Unlimited check box Enter the username and password for the Cisco Monitoring and Recording Database • • Comments Username: Password: Monitoring and Recording CTI Service Checklist Use this checklist to record information when you configure the Monitoring and Recording CTI service. 158 . Database checklist Deployment Task Enter the Cisco Monitoring and Recording Database hostname or IP address Enter the SQL instance name (Leave blank if you want to use the default instance.Checklists and Activities Installation Checklists Table 60. Monitoring and Recording CTI service checklist Deployment Task Enter the hostname or IP address for the primary Monitoring and Recording CTI service Enter the hostname or IP address for the backup Monitoring and Recording CTI service Comments Enterprise Settings Checklist Use this checklist to record information when you configure the Monitoring and Recording CTI service.

Enterprise settings checklist Deployment Task Select the Enable Automatic Updates for All Cisco Monitoring and Recording Clients check box Configure session time-outs for Cisco Unified Workforce Optimization and Monitoring and Recording Administrator View license information and update software licenses by importing a new software license file Configure Active Directory domains (in an Active Directory system only) Enable/disable non-English locales (in a system with non-English versions of Cisco Monitoring and Recording installed) Comments Location of the Cisco Monitoring and Recording software licenses. if not obtained from CVD: Optional: Domain Information Checklist Use this checklist to record information when you configure the domain information.Checklists and Activities Installation Checklists Table 62. 159 .

Checklists and Activities Installation Checklists Table 63. 160 . Domain inform checklist Deployment Task Enter the Base DN Enter the domain name Enter the hostname or IP address Enter the port number Enter the Active Directory display name • • • Select the Use SSL check box if Secure Socket Layer is enabled Enter the user records (OUs) • • • • OU: OU: OU: OU: Comments Username: Password: User Search Base: Recording File Storage Location Checklist Use this checklist to record information when you configure the recording file storage location.

Upload settings checklist Deployment Task Enter Peak Uploads hour parameters Enter Off Peak Uploads hour parameters Comments Monitoring and Notification Checklist Use this checklist to record information when you configure monitoring and notification. enter the username and password.Checklists and Activities Installation Checklists Table 64. • • Comments Username: Password: Upload Settings Checklist Use this checklist to record information when you configure the recording file upload settings. Recording file storage location checklist Deployment Task Enter the IP address for the voice recordings storage location Choose Local Storage Location or External Storage Location for the voice recording storage location Enter the storage location to any local or external folder for the voice recording storage location Enter the IP address for the screen recording storage location Select the Use Same Path as Voice Recordings check box to store screen recordings in the same location as the voice recordings If you selected External Storage Location. 161 . Table 65.

Monitoring and notification checklist Deployment Task CAD ports CAD Recording server Identify additional RTP filters by IP address or port Comments Status Checklist Use this checklist to verify the version of Cisco Monitoring and Recording. Status checklist Deployment Task Verify the information on the screen is correct Comments Install JTAPI Checklist Use this checklist to record the information when you install JTAPI. Monitoring and notification checklist Deployment Task Select Use Monitoring/Notification Service Select Use Event View Notification if required and configure SMTP options Select notification triggers Comments RTP Filters Checklist Use this checklist to record information when you configure the RTP Filters.Checklists and Activities Installation Checklists Table 66. 162 . Table 68. Table 67.

Checklists and Activities Installation Checklists

Table 69.

Install JTAPI checklist

Deployment Task Set Monitoring and Recording Administrator Sync Service to run as local user account that is shared with Unified CCX

Comments

Cisco Monitoring and Recording Checklist
Use this checklist to verify all Cisco Monitoring and Recording are running and verify connections.
Table 70. Cisco Monitoring and Recording checklist

Deployment Task Start the Monitoring and Recording Base Server Start Monitoring and Recording Sync Service Verify the FCSS0021 Log Entry

Comments

Screen Recording Gateway Checklist
Use this checklist when you configure Screen Recording Gateway. This checklist applies only to systems that include screen recording.
Table 71. Screen Recording Gateway checklist

Deployment Task Configure Screen Recording Gateway permissions for administrators

Comments

Client Applications Checklist
Use this checklist when installing client applications for Cisco Monitoring and Recording.

163

Checklists and Activities Installation Checklists

Table 72.

Client applications checklist

Deployment Task Install Cisco Monitoring and Recording Administrator—http://<base services IP address>:8088/TUP/QM/Administrator. htm Install the Calabrio Screen Player Plug-in for managers and supervisors (and agent, if required by the customer)—http://<base services IP address>:8088/TUP/QM/Desktop.htm Install the Desktop Recording service—http://<base services IP address>:8088/TUP/QM/Recording.htm Verify login for Monitoring and Recording Administrator and Cisco Unified Workforce Optimization, if allowed

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Monitoring and Recording Administrator Checklist
Use this checklist when configuring Monitoring and Recording Administrator.
Table 73. Monitoring and Recording Administrator checklist

Deployment Task Define the Inclusion List Use the wild cards “?” and “*” to configure ranges of extensions Select Inbound and/or Outbound check boxes to limit recordings to calls going in a specific direction Enable Evaluation for managers and supervisors Link AD to ACD Users Create Cisco Monitoring and Recording users for non-agent roles

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164

Checklists and Activities Installation Checklists

Deployment Task Assign roles to Cisco Monitoring and Recording users License users Assign Cisco Monitoring and Recording supervisors to ACD teams Create groups Assign teams to groups Assign managers to groups Configure recording retention periods Configure training retention period Configure agent tagged retention period Enter archive recording retention period or select Unlimited Select Allow Agents to Access Archive, if allowed Create evaluation forms Configure who can evaluate contacts that use a specific form Configure who can approve evaluation that use a specific form Create an archive workflow per customer requirements Create an archive workflow per customer requirements Add user-defined metadata elements Enable or disable recording export at the role level per customer requirements

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Checklists and Activities Installation Checklists 166 .

0 Making a disaster recovery backup of version 8. • • Upgrading your system from earlier versions of Cisco QM to Cisco Monitoring and Recording 8. the installation process automatically backs up your data and restores it to the newly-installed version 8.6. It is not necessary to manually backup and restore the data. TASK 1.0.0 databases. NOTE: After you back up the Cisco Monitoring and Recording database.7 to version 8. The SQMDB database stores historical data and the SQMREPORTDB stores report data.Backup and Restore Upgrades Backup and Restore There are two situations in which Cisco QM or Cisco Monitoring and Recording data is backed up and restored. 167 . Backing Up the Cisco Monitoring and Recording Databases Use this task to back up your Cisco Monitoring and Recording system. Disaster Recovery Use the Backup and Restore features available in the Microsoft SQL Server Management Studio to back up and restore Cisco Monitoring and Recording version 8. it is advisable to copy the backup files to another location for safekeeping. Backup the databases to a folder on the computer that hosts the Microsoft SQL Server 2005. or version 2.0).0 Upgrades When upgrading from version 2. Open Microsoft SQL Server Management Studio (choose Start > Programs > Microsoft SQL Server 2005 > SQL Server Management Studio).

RESULT: The Restore Database window appears. Stop the following services for Cisco Monitoring and Recording: • • • • • • • • DB Cleaner service DB Proxy service Mana service Sync service Upload Controller service Network Recording service Monitor service Jetty on the Voice and Screen server and the Base server 3. STEP RESULT: The Restore Database window appears. Choose Tasks > Back Up. RESULT: A menu appears. 3.Backup and Restore Restoring the Cisco Monitoring and Recording Database 2. Open Microsoft SQL Server Management Studio (choose Start > Programs > Microsoft SQL Server 2005 > SQL Server Management Studio). Right-click the database name (SQMDB or SQMREPORTDB) under the Databases node. Restart the services for Cisco Monitoring and Recording you stopped in Step 2. Right-click the database name (SQMDB or SQMREPORTDB) under the Databases node. 168 . Restoring the Cisco Monitoring and Recording Database Use this task when you need to restore your Cisco Monitoring and Recording system from the backup files due to a database corruption or some other problem. b. Complete the fields and click OK. Close Monitoring and Recording Administrator. TASK 1. a. 4. 4. 2. c. Complete the fields and click OK. STEP RESULT: A menu appears. Choose Tasks > Restore > Database.

76 configuration guidelines 47 configuring Active Directory domains 76 domain name 48 Advanced Quality Management license 14 automated package distribution tools 119 best practices 121 requirements 119 Automated Update feature 73 data configuration environment 17 DB Cleaner service 12 DB Proxy service 12 Desktop Recording service about 12 network interface cards (NICs) 37 phone configurations 38 requirements 37 disaster recovery 167 disk storage sizing guidelines 25 Display Metadata Encryption Key 113 Download /Install JTAPI 113 B backup 167 backup and restore 167 email addresses 91 Encrypt Audio Files 113 enterprise settings 71 E C Calabrio Screen Player Plug-in 11 Call Recording license 14 CDR information formats 103 Choose Monitor Adaptor 113 Cisco Unified CC database 61 Cisco Unified CCX database 61 Cisco Unified CM 45. 65 Cisco Unified Workforce Optimization 12 client applications 11.Index A Active Directory 47. 117 codecs. 68 F firewall requirements 39 G Generate Info for MSI Clients 113 Generate SSL Certificates 113 H hardware VPN 27 I ignored extensions 100 Initial Mode 51 installation order 11 D Data API service 12 169 . required 31 components 11 Configure Local Services 113 Create Database Catalogs 113 CTI Manager 65 CTI service 12. 46.

about 14 Monitor service 13 monitoring and notification 87 Monitoring and Recording Administrator 11 Monitoring and Recording database 59 server capacity guidelines 23 Server Recording considerations 31 services 12 session timeout options 73 Set Recording Home Directory 113 single server configuration 14 Site Configuration Setup 51 Site Configuration Setup tools 112 SMTP settings 93 SNMP settings 90 software updates 73 software VPN 26 Start Local Services 113 Sync service 13 system environment 17 system requirements 16 N network interface cards (NICs) 37 Network Recording considerations 31 Network Recording service 13 notification triggers 94 NT Authentication upgrade guidelines 124 T Test CTO Service(s) 113 third-party applications 27 O operating environment 17 P PostInstall.installation status 109 IP phones supported 29 tested 30 Q Quality Management license 14 J Jetty service 13 R Real-time Transport Protocol (RTP) filters 105 guidelines 107 recording file storage location 81.exe 51 U Update Mode 51 upgrade status 109 upgrades backup and restore 167 client applications 125 from previous versions 123 170 . 82 recording requirements 31 remote agent supported configurations 26 Remove Recording 113 removing Monitoring and Recording 137 removing QM 133 restore 167 retention periods 123 L license 74 importing 75 licensing rules 76 license type 14 licensing rules 76 Live Monitor considerations 34 S M Mana service 13 Microsoft SQL server 41 mixed-mode licensing.

guidelines 124 Monitoring and Recording 124 Upload Controller service 13 upload settings 85 W web applications 12 web browser considerations 29 Windows SNMP services 46 workflows 123 171 .

172 .

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