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 .

Enabling the Next Generation Java Plug-in • Using Automated Package Distribution Tools Requirements Execution Privileges 119 119 119 119 119 119 Per-Machine vs. Per User Automated Package Installation vs.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 . 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.

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 .

set up recording archiving. Client Applications You can install the Cisco Monitoring and Recording client applications from web pages. manage evaluation forms. Install Cisco Monitoring and Recording 8. Install Cisco Monitoring and Recording Administrator to configure users. 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. Install and configure Cisco Monitoring and Recording services on the server component 3. Prepare the server for Cisco Monitoring and Recording installation 2.0.Overview Cisco Monitoring and Recording Components Overview This document explains how to install Cisco Unified Workforce Optimization Monitoring and Recording 8. set up groups. workflows. and other Cisco Monitoring and Recording elements 4. 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. Monitoring and Recording Administrator Use Monitoring and Recording Administrator to assign user roles. Install the Desktop Recording service on client PCs 6. You install Monitoring and Recording Administrator on the client PC assigned to the Monitoring and Recording administrator.0 in the following order: 1. These web pages reside on the Cisco Monitoring and Recording Base Services server. 11 . and maintain the Cisco Monitoring and Recording system. groups. set up workflows for recording customer contacts. create evaluation forms. Install the Calabrio Screen Player Plug-in on client PCs 5. You install Calabrio Screen Player Plug-in on client PCs.

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

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

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

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. 15 .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.

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

com). If above address does not work. type the name of the document in the Search field.cisco. and click Go. go to the Cisco home page (www. Operating Environment Cisco Monitoring and Recording 8. 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. System environment ACD Unified CCX 8.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cr s/express_compatibility/matrix/crscomtx.0(2) or later 8.cisco. The document appears in the search results list.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. 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 runs in the operating environment described in Table 2 through Table 7 on page 23. 17 . http://www.0 supports the following Cisco Unified Contact Center Express (Unified CCX) environment: Table 1.pdf NOTE: The Cisco website is subject to change without notice. Data Configuration Environment Use one of the following products to maintain the system configuration data.Overview System Requirements System Environment Cisco Monitoring and Recording 8.

b.com/systemrequirements. Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator (no recording) Operating System Windows XP Professional. go to the Cisco home page (www.microsoft. 18 . The latest Microsoft Vista requirements are available at: http://www. 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. and click Go. Enterprise.com/windows/windows-vista/get/system-requirements. If the above links do not work. 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. Cisco Monitoring and Recording does not support 64-bit processor for Vista.Overview System Requirements Table 2. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7. The latest Microsoft Windows 7 requirements are available at http://windows.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.cisco.000 colors minimum Windows Vista Business.microsoft. enter the name of the document in the Search field. 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. The document appears in the search results list. These documents are available on the Cisco website. Note that the Cisco website is subject to change without notice.

The latest Microsoft Vista requirements are available at: http://www. and click Go.com/windows/windows-vista/get/system-requirements. If the above links do not work. These documents are available on the Cisco website. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7. go to the Cisco home page (www.microsoft. Cisco Monitoring and Recording does not support 64-bit processor for Vista. NICs must support Promiscuous Mode. QM License and Call Recording License (voice recording only) Operating System Windows XP Professional. The document appears in the search results list. 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. b. Note that the Cisco website is subject to change without notice.com/systemrequirements. 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.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. 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. The latest Microsoft Windows 7 requirements are available at http://windows. Table 3.cisco. enter the name of the document in the Search field.microsoft. Enterprise.com). 19 .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.

NICs must support Promiscuous Mode. 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. The latest Microsoft Windows 7 requirements are available at http://windows. If the above links do not work.000 colors minimum a. Enterprise. go to the Cisco home page (www.com/windows/windows-vista/get/system-requirements.com). b.cisco. Note that the Cisco website is subject to change without notice. The latest Microsoft Vista requirements are available at: http://www. and click Go. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7. The document appears in the search results list.Overview System Requirements Table 4. Cisco Monitoring and Recording does not support 64-bit processor for Vista. 20 .microsoft. QM license and Call Recording license (voice recording plus Cisco Unified Workforce Optimization and/or Monitoring and Recording Administrator) Operating System Windows XP Professional. These documents are available on the Cisco website.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) 65.000 colors minimum Windows Vista Business.microsoft.com/systemrequirements.aspx c. enter the name of the document in the Search field. 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. 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.

microsoft. Note that the Cisco website is subject to change without notice. and click Go.4 GHz processor 1 GB RAM 1 GB HDD free space 100 Mbit NICa Windows Vista Business.microsoft. The document appears in the search results list. 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. Service Pack 3 or later Minimum Hardware Requirements 1.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. enter the name of the document in the Search field. Cisco Monitoring and Recording does not support 64-bit processor for Vista. NICs must support Promiscuous Mode.cisco. 21 . b.com/systemrequirements. 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). If the above links do not work.aspx c. 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. go to the Cisco home page (www.com/windows/windows-vista/get/system-requirements. The latest Microsoft Windows 7 requirements are available at http://windows. Table 5. Enterprise. Cisco Monitoring and Recording does not support 64-bit processor for Windows 7. AQM License (voice and screen recording) Operating System Windows XP Professional.

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

You can also choose to configure MCS servers for Cisco Monitoring and Recording storage. determining the actual server performance results under the VMware environment is the customer’s responsibility. For more information about Cisco MCS specifications. Cisco did not test for performance or scalability in the VMware environment. Cisco only supports the English locale on the server’s operating system. If a problem occurs.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. Table 7.4 GHz Dual Pentium 4 3 GB RAM 200 GB RAM hard disk space Cisco Media Convergence Server (MCS) platform or equivalent a. In a single configuration. and VMware ESX Server.cisco. Cisco only supports the 32-bit version of Windows 2003 Server SP 2. go to http://www. the following components are located on the server. 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. 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. Cisco support for performance and scalability issues are limited to server-based deployments. d. 23 . Windows 2008 Server SP 1. Cisco supports the currently shipped MCS platform. 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 only tested Cisco Monitoring and Recording hosted on VMware for functionality.html. c. Cisco does not support the installation of Cisco Monitoring and Recording on a machine running Cisco OEM Windows Server 2003. e.com/en/US/products/hw/voiceapp/ps378/index. b. Due to the many VM configuration factors and possible performance impacts of additional hosted virtual servers.

Table 8. 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. 24 .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).

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. 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. Table 10.Overview System Requirements Table 9. 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.

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

Required Third-Party Applications Cisco Monitoring and Recording 8. 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. These applications are not installed when you install Cisco Monitoring and Recording.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. 27 . They must be purchased and installed separately.0 requires the following third-party applications in order to run successfully.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.

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.0. Download from http://<Monitoring and Recording Base Server>:8088/TUP/QM/jre-6u13windows-i586-p. where <Monitoring and Recording Base Server> is the IP address for the Monitoring and Recording Base Services server.exe.adobe.0 Adobe Reader 6.6. Free download at www. 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 3.0 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.com Media playback for voice and screen from the Cisco Unified Workforce Optimization’s Search and Play widget and Evaluate and Review widget.Overview System Requirements Table 11. Cisco Monitoring and Recording application widgets and HTML-based reports Java Runtime Environment (JRE) 1.x Microsoft Internet Explorer 7 or 8 Client machine 28 .

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

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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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. For more information on this subject. An advantage to the Network Recording approach is that it does not require you to configure SPAN ports for capturing voice traffic. If you select On Demand for each line you want to record. Cisco Monitoring and Recording does not initiate the recording. 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. Cisco Monitoring and Recording does not capture the entire conversation. 33 . consider the following: • • To enable Network Recording for Cisco Monitoring and Recording.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/ccmfeat/f smr. 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. Cisco Monitoring and Recording will only capture the voice and screen from the point where a request to record is issued. No additional configuration within Monitoring and Recording Administrator is required to make this work. there will be a delay before recording starts on the backup recording server. you must set up Unified CM for Automatic Recording on each line you want to record. You might miss a portion at the beginning of each recording until the primary recording server is online again.cisco. The backup recording server begins recording calls when the primary recording server is not available.html When configuring Unified CM Administration for Network Recording.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.

Unlike Server Recording. All phones used for live monitoring must be set up for Network Recording in both the Unified CM Administration and Monitoring and Recording Administrator.cisco. only the two recordings will be kept. You can. • • Live Monitor only works on phones that include a Built In Bridge (BIB).. When setting up your phones for Network Recording. Remember the following points when configuring phones to support the Live Monitor application. however.html • A device cannot be configured for Server Recording and Network Recording at the same time. However certain important characteristics of this feature will be reiterated here for clarity and to ensure successful configuration. However. • For more information on configuring your system for Network Recording. Phones supported for Network Monitoring and Recording can be found in the Cisco Unified Communications Manager Features and Services Guide available at: http://www.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/cc mfeat/fsmr. consider the following: • Not all IP phones support Network Recording. Or change a configuration from Network Recording to Server Recording. see the Monitoring and Recording Services Administrator User Guide. change the configuration from Server Recording to Network 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. installation and usage. and there are only two recordings. Network Recording does not act as a backup to Desktop Recording (Endpoint). if you configure a quality management workflow to save five recordings for a specific agent. 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. For example. This includes IP Communicator 7.x or later. This feature is explained fully in the Cisco documentation. they must be added to the Unified CM application user group that was configured for Call Monitoring (that is. Points to Remember Live Monitor uses the Unified CM’s Silent Call Monitoring feature introduced in Unified CM 6.0 to silently monitor calls. If a device is configured in Monitoring and Recording Administrator for Network Recording. then Network Recording will be the only recording approach used for that device.

a Monitoring and Recording administrator can configure a second extension in Monitoring and Recording Administrator. Therefore. that is not configured to be recorded. It is not enabled or restricted by Live Monitor. To avoid this behavior. • • Installing Unified CM for Network Recording If you intend to use Network Recording. all calls on the first extension will be recorded. Live Monitor support for Secure calls and multiple codecs is defined by Unified CM. or Network Recording). 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. If a supervisor or manager is configured to be recorded using any recording method (for example. but live monitor sessions conducted on the second extension will not be recorded. any live monitoring sessions they conduct might be recorded. and possibly Unified CM. Server Recording. 35 . Desktop Recording.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. use the following configuration instructions while installing Cisco Unified CM per the Cisco Unified CM documentation. 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.

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

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

Hardware setup (hard IP phone) for the Desktop Recording service • Cisco IP Communicator soft IP phone on the agent’s computer. which prevents the Desktop Recording service from functioning properly. NOTE: Multiple daisy-chained phones are not supported. The IP phone’s VLAN ID can be obtained from the phone’s Network Configuration screen (press Settings and then choose Network Configuration). 38 . connected to the network (Figure 3). A workaround solution is available from the Intel Technical Support website (Solution ID: CS-005897). For more information. see the documentation specific to your version of the Unified CM and IP phone model. These NICs do not fully support NDIS Promiscuous Mode settings.Overview Recording Requirements packets and data packets in a multiple VLAN environment. 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 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). Cisco IP Communicator must be in the computer’s startup menu so that it is detected by the Desktop Recording service. The workaround described in CS-005897 might not work for some newer Intel PRO/100 and Intel PRO/1000 cards and drivers. Figure 2. The only time you should daisy-chain your phones is when you intend to use endpoint recording. No hard IP phone can be on the same network connection as the agent PC. Another solution is to use a NIC that is fully NDIS-compliant. If the workaround does not solve the problem.

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

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

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

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

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

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

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

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

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

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

IMPORTANT: Any time Site Configuration Setup starts after an installation or an upgrade. 3. The InstallShield Wizard prepares to install Cisco Monitoring and Recording and the InstallShield Wizard dialog box appears. 3. STEP RESULT: The Custom Setup dialog box appears (Figure 4). Load the installation DVD in the server computer. When you install Cisco Monitoring and Recording 8. 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. click Run to display the Custom Setup dialog box. Run Site Configuration Setup on the Cisco Monitoring and Recording server. Installing Services Use this task to install one or more services for Cisco Monitoring and Recording on a server. 2.0. Click Next. 49 . 2.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.Security Warning dialog box appears. Install the services for Cisco Monitoring and Recording. 1. and then navigate to the DVD in My Computer or Windows Explorer. you must run it to completion in order for the system to function. Double-click the file setup_MonRec_80<number>. Site Configuration Setup runs automatically after you have installed a service or group of services. you must install the components in the following order. STEP RESULT: If the Open .0. TASK 1. Install Cisco Monitoring and Recording client applications.exe to start the installation wizard.

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

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

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

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

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

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

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

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

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

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.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.

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). 60 . Configuration Settings Used By Services If you change the settings on the Monitoring and Recording Database window.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 8. Table 14 shows when your changes take effect. Monitoring and Recording Database window Table 13. 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). The Cisco Monitoring and Recording SQL Server instance name. NOTE: Cisco Monitoring and Recording encrypts and saves this password when you click the Next button. The DB service uses this name to access the Monitoring and Recording database (see “Microsoft SQL Server” on page 41).

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

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

The port number used by the Cisco Unified CCX database. The name is rdsaux01_uccx and the field is disabled by default. Password used by uccxworkforce to access the Cisco Unified CC database. Password Configuration Settings Used By Services If you change the settings on the Cisco Unified CC Database window. 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 ensures the correct configuration of the file name.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. if one exists. if one exists. This user must have write permission to the database. 63 . The name of the Cisco Unified CCX database. Login ID used to access the Cisco Unified CC database. 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. The port number is 1504 and the field is disabled by default. The name of the Unified CCX server for the Side B (secondary) redundant Cisco Unified CC database. Table 16 shows when your changes take effect. If the server name contains a hyphen (-). NOTE: Do not remove _uccx from the name. The login ID is uccxworkforce and the field is disabled by default.

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

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

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

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

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

69 . 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. 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 window Table 18. The host name or IP address of the primary CTI service.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 12. Configuration Settings Used By Services If you change the settings on the Monitoring and Recording CTI Service window. Table 19 shows when your changes take effect.

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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the best practice is to disable the Automated Update feature first. enter the desired number of minutes of inactivity before timeout occurs in the minutes field. the Automated Update feature automatically installs the update on the client desktop. When you are satisfied they work. To configure the session timeout period for Cisco Unified Workforce Optimization and Cisco Monitoring and Recording Administrator. NOTE: If you apply a service release (SR) update to the system. you can re-enable the Automated Update feature. and Recording Administrator to verify they work. Allow a user to remain logged in indefinitely (default setting).Installing Cisco Monitoring and Recording Site Configuration Setup Table 20. manually test an updated instance of the Desktop Recording service. 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). When you enable the Automated Update feature. Start the Data API service. it checks the Cisco Monitoring and Recording services to determine if a newer version is available. After the SR update is installed. every time one of these client application starts. Cisco Unified Workforce Optimization. 73 . Log into Monitoring and Recording Administrator. If there is a newer version. 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.

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

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

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

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

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

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

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

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

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

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

87 . if you configure email as the means of notification Trap destinations receiving notification. Table 24 shows when your changes take effect. 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. Monitoring and Notification Use the Monitoring and Notification window to enable the monitoring and notification feature. • • • • • Method used to notify administrators/supervisors of a system problem Email address of the person(s) receiving notification. Start the Jetty service. Table 24. 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. The next cleanup time applies the configuration settings. and to configure the following information.Installing Cisco Monitoring and Recording Site Configuration Setup Configuration Settings Used By Services If you change the settings on the Upload Settings window.

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

if you choose to be notified every 3 polling periods.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. See “Adding a Notification Email Address” on page 94 for more information. no notification the next two polling periods. Select this check box to use email for sending out notification messages. you receive the initial notification on the first polling period the problem is detected. Click this button to remove an email address. Choose this option if you want renotification to occur every polling period after the initial notification. 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). The list of email addresses to which notification is sent. Click this button to edit the selected email address. For example. Click this button to add an email address. Note that the Windows SNMP Services must be installed to be able to use SNMP notification. Every Polling Period 89 . This pattern will continue as long as the problem is detected. Choose this option if you do not want to be renotified of a problem after the initial notification. Maximum = 5 email addresses. See “Installing Windows SNMP Services” on page 46 for more information. Click this button to configure the SMTP email connection (enabled only on the Base Services server). and then another notification on the next polling period. 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.

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

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

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

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

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

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

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

Select one of the following options to modify the extensions that appear in this list. Cisco Monitoring and Recording does not send notifications to extensions that appear in this list. Cisco Monitoring and Recording only generates notifications about users who are currently logged in to Cisco Unified Workforce Optimization. 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. This only applies to the Desktop Recording (Endpoint) service. Lowest number of missed CDRs required to receive notification When you select this option. Edit—Modify a selected extension in the list. 97 . Choose one of the following options. 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. • • • Add—Add a new extension to the list. Details (Plain Text)—displays each missed CDR in text format. Details (Tab Delimited)—displays each missed CDR in tab delimited format.

x.x) The name of the user with rights to access the CAR reports. 8. and 8. CDR Information dialog box Table 29. Set up CAR so that it updates its information as frequently as possible.x.Installing Cisco Monitoring and Recording Site Configuration Setup Figure 26.x. (Unified CM 6. at a minimum.x. Enabled only if using Unified CM 4.x: See Serviceability > Tools. 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.x. 7. 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. – Unified CM 6. 7.x. 7. Create a CAR user and enter that user in the Recording CDR Configuration dialog. and then enter the information for the Unified CM. there is no CDR database. so this field can be blank. Instead. The instance name of the Unified CM database. Choose host name or IP address. In these versions. Usually the default instance of the CDR database is used. at less than 30-minute intervals. the CAR reports (CDR export) are used. (Unified CM 6. 8.x.x) The password of the user with rights to access the CAR reports. 98 .

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

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

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

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

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

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 .

For example. 105 . Figure 30 displays the RTP Filters window.Installing Cisco Monitoring and Recording Site Configuration Setup RTP Filters Use the Real-time Transport Protocol (RTP) Filters window to filter voice packets. 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.

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

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

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

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

Select Start> Administrative Tools > Services. 8. STEP RESULT: The Services window appears. Right-click Monitoring and Recording Sync Service and choose Stop. TASK 1. 2. 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. and then click OK to save your changes. before you upgrade the Unified CCX database. STEP RESULT: This action enables the Sync Service on startup. TASK 1. Changing Cisco Monitoring and Recording Configuration Data in Update Mode Use this task to change the configuration data in update mode. Verify the teams and agents in the upgraded Unified CCX appear correctly. 6. Failing to do so could potentially deactivate users if there is a problem with the Unified CCX upgrade or rebuild. choose Automatic from the Startup Type drop-down list.Installing Cisco Monitoring and Recording Site Configuration Setup • Do not change the location of the Unified CCX database after initial setup. Return to the Services window. 4. If you do. • Stopping the Sync Service Before Upgrading the Unified CCX Database Use this task to stop the Sync Service. 7. 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. Right-click Monitoring and Recording Sync Service again and choose Properties. Upgrade or rebuild the Unified CCX database. right-click Monitoring and Recording Sync Service and choose Start. Start Configuration Setup. 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. Choose Disabled from the Startup Type drop-down list. Right-click Monitoring and Recording Sync Service again. 3. 5. and click OK to save your changes. 110 .

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

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

However. you should notify users because restarting services might cause outages. You can run this tool any time. 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.Installing Cisco Monitoring and Recording Site Configuration Setup Tools Table 33.

Use this window to change the recording storage location. Download/Install JTAPI Use this tool when you upgrade Unified CM. and then Install Certificate to install a new certificate. you see a Security Alert dialog box. Click View Certificate to display the Certificate dialog box. the Desktop Recording service. Run this tool only after you upgrade all client desktops to Cisco Monitoring and Recording 8. Cisco Monitoring and Recording automatically reinstalls the DB Proxy service. When you run the Set Recording Home Directory tool. When upgrading from version 2. All audio files are encrypted after you run this tool. some audio files might remain in the staging folders on the client machines during the upgrade process and upload after the upgrade without encryption.0.1 did not encrypt audio files. This tool populates a fresh database when the Unified CCX and Data API sync with it. 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.0. 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). 114 . This tool enables you to encrypt any unencrypted audio files. remove PROXY Pro Gateway). When you run the tool. Set Recording Home Directory This tool displays the Recording Location window. 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.7(2) or later. Generate SSL Certificate This tool generates a security certificate for the File Transfer Servlet (FTS) and Cisco Unified Workforce Optimization-generated reports. Run this step when upgrading from the Basic license to the Advanced license. Encrypt Audio Files Cisco QM 2.Installing Cisco Monitoring and Recording Site Configuration Setup Tools existing data. Encrypted files appear in Cisco QM 2. NOTE: If you change the storage location from local to external storage.1 to 8. This tool downloads and installs JTAPI. 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). 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. and Monitoring and Recording Administrator.

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

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

thus allowing the install to successfully complete complex tasks that require a privilege level beyond that of the logged-on user. 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. NOTE: Install the client applications after you install the services for Cisco Monitoring and Recording. recordings might be garbled when a CAD supervisor monitors a call. TASK 1. If the PC cannot resolve the name of the CAD Monitoring Server. make sure that the PC running the Desktop Recording service can resolve the name of the CAD Monitoring Server. 117 .htm—This page contains links to the install files for all three desktop applications—Monitoring and Recording Administrator.htm—This page contains a link to the Desktop Recording service install files. Recording. By default. Start the Microsoft Management Console (MMC) Active Directory Users and Computers snap-in. and the CAD installation includes a CAD Monitoring Server separate from the Unified CCX server. 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.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. Windows Installer installations run in the context of the logged-on user. Calabrio Screen Player Plug-in. Desktop. The web pages are: • Administrator.htm—This page contains a link to the Calabrio Screen Player Plug-in install files. NOTE: If you install the Desktop Recording service on a desktop that also runs the CAD client. and the Desktop Recording service. Cisco Monitoring and Recording creates these web pages when you install the Base Services. Windows Installer installations will run in a context with elevated privileges. When this policy is enabled. • • 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.

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

you must restart all web browsers. choose Start > Control Panel. Click OK. ADDITIONAL INFORMATION: If you have more than one web browser open. Double-click Java Control Panel. 2. From the client desktop. STEP RESULT: The Control Panel window appears. 6. Click the Advanced tab and scroll to Java Plug-in. Select the Enable the next-generation Java Plug-in. Per-user installations are not supported.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. 4. Deployment methods that capture a snapshot of an installation and redistribute that image are not supported. Per-Machine vs. 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. Privileges Cisco Monitoring and Recording installations require either administrative or elevated privileges. 119 . Execution Installations must be executed on the target machine. Per User Installations must be deployed on a per-machine basis. 5. 3. STEP RESULT: The Java Control Panel window appears. Restart your web browser. TASK 1. Requirements Cisco Monitoring and Recording support for automated package distribution depends on compliance with the requirements listed below.

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

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

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. 5. Type the IP address of the Base Host or Surrogate Host and press Enter. NOTE: You can combine the base release and service releases of the same version of software into a single folder structure. 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. STEP RESULT: The configuration tool starts. 122 . and press Enter. On the desktop. Type ConfigureMsi. with the use of a configuration tool (ConfigureMsi. 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.exe). if Surrogate Host 2 does not exist. can be configured so that client applications are available prior to the installation of the services for Cisco Monitoring and Recording. open a command window and navigate to the Clients folder. 2. The configuration tool detects and configure both types of install packages. 6. Type the IP address of Surrogate Host 2 or none. Type the IP address of Surrogate Host 1 and press Enter. 4. TASK 1. STEP RESULT: The utility creates installation files for all Cisco Monitoring and Recording client applications.exe and press Enter. 3.

6. Unscored. Quality calls had Scored.7 before you upgrade to Cisco Monitoring and Recording 8. and then install Cisco Monitoring and Recording 8. upgrade to QM 2.5. Consult the Release Notes for Cisco Unified Workforce Optimization Monitoring and Recording Services for any last minute changes to the upgrade procedure.3.7.0.7(2).6. consult the appropriate Monitoring and Recording Services Installation Guide for installation instructions.0 NOTE: When upgrading to QM 2. Training. If you want to upgrade from a release prior to QM 2.0 from 2. Tagged retention periods. • • • From QM 2. 123 . and then install Cisco Monitoring and Recording 8. you can configure Tagged retention periods separately for quality workflows and archive workflows. and then uninstall 2. applied to tagged quality management calls and tagged archive-only calls. upgrade to QM 2. In this release. When upgrading to Cisco Monitoring and Recording 8.0. After upgrading to Cisco Monitoring and Recording 8. and Tagged retention periods. upgrade to QM 2. Cisco Monitoring and Recording assigns the retention periods configured before the upgrade to all existing workflows.6. you cannot change the retention periods for these calls. Workflows and Retention Periods In all releases prior to 2.6. and then install Cisco Monitoring and Recording 8.6 or QM 2. 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.Upgrading from Previous Versions Workflows and Retention Periods Upgrading from Previous Versions You must uninstall QM 2.4.0 From QM 2.0 From QM 2. Archive calls had a single Archive retention period.7. you can change these retention periods per workflow. HR. you can configure retention periods per workflow. then uninstall 2. then uninstall QM 2.6. However. configured under the Quality Management node. choose one of the following options.7.6 and QM 2.6. Also. See “Upgrading QM to Cisco Monitoring and Recording” on page 124 for upgrade instructions. retention periods were global for all contacts. Cisco Monitoring and Recording assigns retention periods configured before the upgrade to calls recorded before the upgrade.

NT Authentication If you upgrade from QM 2. PrxgpxNT.7(3) and you are using NT authentication. Assigning Workflow Retention progress bar Upgrade Guidelines When you upgrade from Cisco QM to Cisco Monitoring and Recording follow these guidelines.7 to Cisco Monitoring and Recording 8. Upgrading QM to Cisco Monitoring and Recording Use the following task to upgrade from QM 2. 124 .0. dismiss the dialog to successfully complete the installation.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 2.6. Figure 35. A progress bar (Figure 35) appears when Cisco Monitoring and Recording implements these changes.6 or QM 2. PrgpxNT. you must select the NT option in the Cisco Unified CC Database window.dll failed to unregister There are no known side effects associated with this error message. and enter a login ID and password.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.

Upgrading from Previous Versions Upgrading the Client Applications TASK 1.0. On the QM Base Services server. 4. 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. When you upgrade to Cisco Monitoring and Recording 8. See “Backing Up the Cisco Monitoring and Recording Databases” on page 167 for instructions. ADDITIONAL INFORMATION: See “Removing QM” on page 133 for instructions. 5. Upgrading the Client Applications PREREQUISITE: Verify Java JRE version 1. back up your QM database and LDAP database.6. Restore the QM database. ADDITIONAL INFORMATION: See “Restoring the Cisco Monitoring and Recording Database” on page 168 for instructions.0_13 or greater is installed on the client machines.0. See “Installing Cisco Monitoring and Recording” on page 49 for instructions. Remove the previous version of QM. ADDITIONAL INFORMATION: Cisco Monitoring and Recording 8.0 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. 3.0. 2. Cisco Monitoring and Recording 8. 125 .0 no longer requires the LDAP database. You need a clean copy of the LDAP database if you intend to downgrade from Cisco Monitoring and Recording 8. Reboot the server. Install Cisco Monitoring and Recording 8.0 replaced the QM Desktop with the Cisco Unified Workforce Optimization. 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.

126 . Log on to a client machine. 2. 3.Upgrading from Previous Versions Testing the Upgrade on Client Machines TASK 1. • • • 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. you must install the Desktop Recording service on the client machines you are testing. • • • 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. Uninstall the following applications from each client machine. Install the following applications from each client machine. Generate test calls. Verify the recordings uploaded successfully to the designated recording file storage location. 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. a laptop with administrator privileges or a desktop with elevated privileges). TASK 1. PREREQUISITE: If you configured your site for Desktop Recording (Endpoint). Testing the Upgrade on Client Machines If you have multiple types of client machines (for example.

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

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

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

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

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

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

6 or QM 2. QM client applications (QM Administrator and QM Desktop) 3. QM service release.Removing QM Rolling Back to a Previous State Removing QM If you are upgrading from QM 2.0. QM Desktop Recording service 4. NOTE: A user must log in as an administrator in order to remove any QM applications. 133 . 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. if any 2. QM services from the QM server. Uninstall QM in the following order: 1. 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.7 to Monitoring and Recording 8. you must uninstall QM before you install Monitoring and Recording.

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

3. Verifying QM was Removed Correctly Use the following task to verify you successfully removed QM 2. Delete Object window 4. • • If the SQM folder exists.6 or QM 2. 135 . choose Start > Run. Verify the SQM folder does not appear under HKEY_LOCAL_MACHINE/SOFTWARE/Spanlink. From the server. STEP RESULT: The Registry Editor window appears. TASK 1.7. 2. STEP RESULT: The Run dialog box appears. Type regedit in the Open field and click OK. you successfully removed QM.Removing QM Verifying QM was Removed Correctly Figure 36. If the SQM folder does not exist. Select the Close existing connections check box and then click OK. delete the folder.

Removing QM Verifying QM was Removed Correctly 136 .

NOTE: A user must log in as an administrator in order to remove any Cisco Monitoring and Recording applications. if any 2. 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. 6.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. 137 . 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. Cisco Monitoring and Recording ESes. Cisco Monitoring and Recording ETs. 4. 5. if any Cisco Monitoring and Recording SRs. 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.

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

Removing Cisco Monitoring and Recording Removing the Cisco Monitoring and Recording Databases Figure 37. 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 140 .

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

Checklists and Activities Pre-Installation Checklists Table 34. 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. Pre-installation checklist Cisco Monitoring and Recording Server Environment Complete Cisco Monitoring and Recording sizing worksheet Verify NIC support for promiscuous mode. 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. 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. 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.Checklists and Activities Pre-Installation Checklists Table 35. 143 . Pre-order validation checklist Cisco Monitoring and Recording Server Environment Complete Cisco Monitoring and Recording sizing worksheet Verify NIC support for promiscuous mode.

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.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 . Table 37.

145 . if one exists Side B IP Address. 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.Checklists and Activities Pre-Installation Checklists Table 38. 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. 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. Table 39.

146 .Checklists and Activities Pre-Installation Checklists Table 40. 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. 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.

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. Cisco Monitoring and Recording SQL database server login—Default language must be English.Checklists and Activities Pre-Installation Checklists Table 42. 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. 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. The Monitoring and Recording CTI service is usually located on the Cisco Monitoring and Recording server. dbcreator and dbreader roles to this login. Table 43. Assign the dbowner. User login for remote access (for example.

Checklists and Activities Pre-Installation Checklists Table 44. This information is required only if you use Active Directory with Cisco Monitoring and Recording. 148 . 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.

149 . • • • • 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. and organizational unit records. 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. 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.

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

ADDITIONAL INFORMATION: See “Pre-Installation Checklists” on page 141 for more information. TASK 1. 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. Table 49. 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. Verify all server connections are successful based on the information provided in the pre-installation checklist.Checklists and Activities Deployment Activities Table 48. 151 . The following topics describes the activities for each day. 2. if required. 3. Remote user information checklist Cisco Monitoring and Recording Server Environment User login for remote access (for example. Day 1 The following list describes activities for day 1. Connect to the customer’s production servers. Gather Active Directory information.

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

Checklists and Activities Installation Checklists Installation Checklists Use the installation checklists when installing and configuring Cisco Monitoring and Recording. 153 . Deployment Information Checklist Use this checklist to gather deployment information. 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. 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 50. Table 51.

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. Unified CM information checklist Deployment Task Hostname IP address Unified CCX • • JTAPI user login • • AXL user login • • Remote access method (Cisco VPN. 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. Table 53.Checklists and Activities Installation Checklists Table 52.

Books Online. workstation components. and development tools) and select the Mixed Mode option in the Authentication Mode screen Create an SQL user account. Build server information checklist Deployment Task Install Microsoft SQL Server 2005 Standard Edition (including database. 155 . Table 55. 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. select English as the default language. 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.Checklists and Activities Installation Checklists Table 54.

Services installation checklist Deployment Task Run the setup_MonRec_802.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.Checklists and Activities Installation Checklists Table 56. 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.

if one exists Enter Side B IP Address.Checklists and Activities Installation Checklists Table 58. 157 . 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. For each cluster. 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. Table 59. Unified CCX database checklist Deployment Task Enter Side A Server Name Enter Side A IP Address Enter Side B Server Name. enter the following information.

158 . Table 61.Checklists and Activities Installation Checklists Table 60. 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.) 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. 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 .

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.Checklists and Activities Installation Checklists Table 63. 160 .

enter the username and password. Table 65. • • Comments Username: Password: Upload Settings Checklist Use this checklist to record information when you configure the recording file upload settings. 161 . 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. 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.Checklists and Activities Installation Checklists Table 64.

Checklists and Activities Installation Checklists Table 66. Table 68. Table 67. 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. 162 .

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 .

TASK 1. Backing Up the Cisco Monitoring and Recording Databases Use this task to back up your Cisco Monitoring and Recording system. It is not necessary to manually backup and restore the 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. or version 2.0).0 Making a disaster recovery backup of version 8. it is advisable to copy the backup files to another location for safekeeping.0 databases. Open Microsoft SQL Server Management Studio (choose Start > Programs > Microsoft SQL Server 2005 > SQL Server Management Studio). 167 . Backup the databases to a folder on the computer that hosts the Microsoft SQL Server 2005. 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. • • Upgrading your system from earlier versions of Cisco QM to Cisco Monitoring and Recording 8. NOTE: After you back up the Cisco Monitoring and Recording database.0 Upgrades When upgrading from version 2. The SQMDB database stores historical data and the SQMREPORTDB stores report data.7 to version 8.6.0. the installation process automatically backs up your data and restores it to the newly-installed version 8.

Right-click the database name (SQMDB or SQMREPORTDB) under the Databases node. a. 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. Right-click the database name (SQMDB or SQMREPORTDB) under the Databases node. Choose Tasks > Back Up. Restart the services for Cisco Monitoring and Recording you stopped in Step 2. 2. 4. b. 168 . 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. RESULT: A menu appears. RESULT: The Restore Database window appears. Choose Tasks > Restore > Database. Close Monitoring and Recording Administrator. STEP RESULT: A menu appears. c. 3.Backup and Restore Restoring the Cisco Monitoring and Recording Database 2. 4. STEP RESULT: The Restore Database window appears. TASK 1. Complete the fields and click OK. Complete the fields and click OK. Open Microsoft SQL Server Management Studio (choose Start > Programs > Microsoft SQL Server 2005 > SQL Server Management Studio).

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. 117 codecs. 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.Index A Active Directory 47. 65 Cisco Unified Workforce Optimization 12 client applications 11. 46.

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.exe 51 U Update Mode 51 upgrade status 109 upgrades backup and restore 167 client applications 125 from previous versions 123 170 . 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.

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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