Cisco Workforce Optimization System
Configuration Guide
Release 1.2
Workforce Management 8.2
Quality Management 2.6
September 2008
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Cisco Workforce Optimization System Configuration Guide, Release 1.2
Copyright © 2008, Cisco Systems, Inc.
All rights reserved
2
Cisco Workforce Optimization 1.2
System Configuration Guide
1.
2.
3.
Introduction .......................................................................................................................................... 4
About Cisco Unified Workforce Optimization .................................................................................... 5
User Licensing Considerations............................................................................................................. 6
3.1
Named or Configured Versus Concurrent Users ......................................................................... 6
3.2
Who Needs to be Licensed? ........................................................................................................ 6
3.3
Managing User Licenses ............................................................................................................. 6
4. WFO Application Server Software ...................................................................................................... 7
4.1
Operating System Requirements ................................................................................................. 7
4.2
Database Requirements ............................................................................................................... 7
4.2.1
SQL Licensing Guidelines.................................................................................................. 7
4.2.2
Guidelines for an Internal SQL Database Licensing .......................................................... 7
4.2.3
Guidelines for an External SQL Database .......................................................................... 8
5. Server Hardware Configurations.......................................................................................................... 9
5.1.1
Matching the Hardware to the Number of Users ................................................................ 9
5.1.2
Server Hardware Specifications.......................................................................................... 9
5.2
Workforce Management Hardware ........................................................................................... 10
5.2.1
Workforce Management Single Server Hardware Configuration..................................... 10
5.2.2
WFM Services Descriptions ............................................................................................. 11
5.3
Quality Management Hardware................................................................................................. 13
5.3.1
Recording Architectures: Endpoint and Server-based ...................................................... 13
5.3.2
Quality Management Single Server Hardware Configuration: Endpoint Recording........ 15
5.3.3
Quality Management Single Server Hardware Configuration: Server-based Recording . 16
5.3.4
Quality Management Hardware Configuration: Separate Monitor/Record Server........... 17
5.3.5
Calculating Quality Management Contact Storage Capacity............................................ 18
5.3.6
Quality Management Services Descriptions ..................................................................... 20
5.3.7
Quality Management Endpoint Recording Client PC Requirements................................ 23
6. Additional Considerations.................................................................................................................. 24
3
1. Introduction
The purpose of this document is to assist Cisco partners in correctly configuring Cisco Unified
Workforce Optimization systems including one or both of its applications: Quality Management
and Workforce Management.
Correct configurations will ensure:
Accurate customer quotations
Successful customer deployments
Continued customer satisfaction as the configured system provides both the performance
and capacity to meet customer needs
A step-by-step methodology is employed to guide partners through the process of identifying the
necessary hardware and system software components required for their customer’s specific
situation.
4
2. About Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization (WFO) for Unified CCX is a full-featured solution for
optimizing performance and quality and is an integral component of the Cisco Unified
Communications System. The WFO suite provides two solutions: Workforce Management
(WFM) and Quality Management (QM).
-
Workforce Management allows for forecasting and development of schedules for agents
across multiple sites and channels. It also provides real-time dashboards, enabling
supervisors to track key performance indicators and manage agents’ adherence to
schedules.
-
Quality Management is a voice and screen recording, compliance and evaluation solution
for agent performance optimization and dispute resolution.
The following architecture diagram shows the overall service communications medium between
the WFO solutions and Unified CCX.
5
3. User Licensing Considerations
3.1 Named or Configured Versus Concurrent Users
WFO applications are licensed on a named user basis. This is different from the concurrent
agent licensing model utilized by Unified CCX. A named user is any scheduled or recorded
agent plus all other users with active login rights to use the WFO applications, like supervisors,
managers, quality evaluators or schedulers. The term Configured is sometimes used in place of
Named when referring to application users and the terms are considered synonymous.
3.2 Who Needs to be Licensed?
Only active users and agents who are recorded or scheduled by the WFO applications require
licensing. It is not required to have WFO licenses for all agents within the ACD. Each WFO
application can also license a separate set of agents or users; it is not required that the same users
be licensed for both applications.
3.3 Managing User Licenses
The user administration tool provides a means to license and unlicense users. Unlicensing
previously-licensed users allows customers to reuse the named user licenses for users who have
become inactive, for example agents who have left the organization. Unlicensing a user will
remove them as an active login but will not affect their preexisting recordings or database
information within the WFO system.
6
4. WFO Application Server Software
4.1 Operating System Requirements
Each Workforce Optimization (WFO) application server requires Microsoft Windows Server
2003 R2 Standard edition. The most economical configuration of this is to purchase with 5
client access licenses (CALs). Since WFO application users do not directly access or use the
Windows server software, additional client access licenses for WFO application users should not
be required. Additional details about client access licensing for Windows Server 2003 can be
found at: http://www.microsoft.com/windowsserver2003/howtobuy/licensing/caloverview.mspx .
4.2 Database Requirements
Each Workforce Optimization application – QM or WFM – requires one database instance
hosted on Microsoft SQL Server 2005. WFO application deployments can meet this requirement
in two ways:
Internally, by installing and hosting SQL Server 2005 on the application single server or
on the database server within multi-server configurations.
Externally, by creating an SQL database instance for the WFO application(s) on an
external SQL server.
Generally, systems will use the internal option but may consider the external option to reduce
database licensing costs – particularly if the customer already has an enterprise licensed SQL
server capability or if the enterprise desires to share SQL licensing between WFO and/or other
applications.
Note: The current release of Cisco WFO-WFM 8.2 does not support the external SQL
database option. This functionality is planned to be added within a future release.
4.2.1 SQL Licensing Guidelines
Acquiring and properly licensing the SQL database used by the WFO application(s) is the
responsibility of the deploying partner and the end customer. Cisco provides the following
guidelines as a convenience for our partners but cannot guarantee the accuracy of the information
nor should this be construed as a replacement for the partners due diligence in understanding
software licensing terms and how they apply to a specific implementation.
4.2.2 Guidelines for an Internal SQL Database Licensing
4.2.2.1 Processor verses CAL Licensing
WFO applications require Microsoft SQL Server 2005 Standard edition. Cisco’s interpretation
of Microsoft’s client access licensing (CAL) terms is that each WFO user would require a CAL.
Since the cost of SQL server plus 30 or more CALs would be more expensive then the cost of a
processor license, Cisco recommends using the processor license which eliminates the need for
user-based CALs. Additional information on Microsoft SQL licensing can be found at:
http://www.microsoft.com/sql/howtobuy/default.mspx .
7
4.2.2.2 Multiple Processor SQL Licensing
If SQL is hosted on a server with multiple physical processors, like an MCS 7845 or equivalent
server, then Cisco’s interpretation of Microsoft SQL licensing terms is that multiple SQL
processor licenses would be required.
4.2.2.3 Multi Core SQL Licensing
If SQL is hosted on a single physical processor with multiple cores, then only a single SQL
processor license is required. See details at
http://www.microsoft.com/sql/howtobuy/multicore.mspx .
4.2.2.4 Virtual server, aka VMware, SQL licensing.
Although virtual servers are not an approved WFO hardware configuration, they are often used
for demonstration environments. The following link explains virtual server licensing for SQL.
http://www.microsoft.com/sql/howtobuy/faq.mspx
4.2.3 Guidelines for an External SQL Database
When using an external database, ensure the database server has additional capacity to handle the
WFO application load. If sharing an SQL database between the Cisco WFO applications, QM
and WFM, Cisco recommends the SQL database be hosted on a dedicated SQL server on a
platform equivalent to the largest platform recommended for either of the WFO applications.
8
5. Server Hardware Configurations
5.1.1 Matching the Hardware to the Number of Users
The server configuration recommended is directly dependent upon the expected number of
named and concurrent users of the application. The maximum recommended users are based
upon scalability testing done by Cisco to ensure a reliable and responsive system for the
customer. Partners should take into account not only the initial number of users within the
deployment but also consider potential growth factors and size the system to accommodate
potential expansion of the user base, at least for the first year after deployment.
5.1.2 Server Hardware Specifications
Cisco specifies application servers based upon a few specific Cisco MCS server configurations.
Partners may substitute different hardware provided it is equivalent or better then the target MCS
server. Partners should verify the latest MCS server configurations when designing a QM
system to ensure they are deploying equivalent or better configurations.
Cisco MCS server configurations are listed at
http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_models_home.html
9
5.2 Workforce Management Hardware
5.2.1 Workforce Management Single Server Hardware Configuration
The current Cisco WFM release supports a single server configuration with all WFM services
installed upon a single MCS equivalent server. The specific model required is defined by the
maximum number of named or concurrent users as shown in the table below:
Workforce Management Server Capacities
Intel 5140 Xeon
2 x Intel 5140 Xeon Processor
2.33 GHz
2.33 GHz
Memory
2 GB
4 GB
System Storage
40 GB
Cisco MCS Equivalent
MCS 7835
Workforce Management: Single Server Configuration
MCS 7845
Maximum number of named users
450
900
Maximum number of concurrent agents users
150
300
10
5.2.2 WFM Services Descriptions
The diagram below shows the detailed service interaction between WFM services and the
Unified CCX environment:
5.2.2.1 WFM Capture Service
The Workforce Management Capture Service watches for historical call data reports created by
the Workforce Management OOC (Odysoft ODBC Collector) Service. When the Workforce
Management Capture Service detects a new report, it sends a compilation request to the
Workforce Management Compile Service.
5.2.2.2 Compile Service
The Workforce Management Compile Service listens for compilation requests from the
Workforce Management Capture Service. The Workforce Management Compile Service can
compile historical data for agents, services or teams by day, week, month, or year, for use in
forecasting and scheduling. When requested by Capture Service, compiles historical data by day,
week or month.
5.2.2.3 OOC Service
Every 30 minutes, the Workforce Management OOC Service collects all of the call data for the
preceding 30 minutes from the ACD database using the Open Database Connectivity (ODBC)
interface. The Workforce Management OOC Service then writes the call data into historical
reports.
11
High availability (HA) configurations can use multiple data sources. The Workforce
Management OOC Service always connects to the primary Unified CCX node, however, and
fails over to the secondary Unified CCX node only if the first connection fails.
5.2.2.4 Request Service
Processes user requests to generate forecasts and schedules.
5.2.2.5 Adherence (RTE) Service
The Workforce Management RTE (Real-Time Engine) Service uses the Advanced Contact
Management Interface (ACMI) protocol to get real-time information on agent states from the
Unified CCX server. Calabrio WFM displays agent state information in the Supervisor
Adherence dashboard. Uses ACMI to get real-time agent states from the Unified CCX server.
5.2.2.6 Sync Service
The Workforce Management Sync Service retrieves and processes user configuration data, such
as skill group configurations, team configurations, and agent configurations from the ACD.
5.2.2.7 Tomcat Service
Provides web services for WFM browser based clients
12
5.3 Quality Management Hardware
5.3.1 Recording Architectures: Endpoint and Server-based
Quality Management offers two different recording architectures that can be used on their own or
together in a single deployment, depending on the customer’s needs. Both technologies are very
similar to those used for live monitoring and on-demand recording in Cisco Agent Desktop.
5.3.1.1 Endpoint Recording
Quality Management endpoint recording utilizes the same capture technology as Cisco Agent
Desktop (CAD). The agent PC’s Network Interface Card (NIC) is placed in promiscuous mode,
allowing the Quality Management capture service to copy the RTP voice stream packets as they
are transferred to the IP phone. The service then caches the recordings locally on that agent’s PC,
and then compresses, encrypts and uploads the recordings to the Quality Management storage
device at a time designated by the administrator.
The fundamental benefit that this architecture provides is being able to easily record agents in
multiple physical locations. We do not need recording servers at every location in order to do the
recordings, and the solution scales up with the number of users without requiring additional
recording servers.
To enable the Quality Management recording service to capture the call, the endpoint PC and
phone must be configured as shown in the diagrams below.
13
Notes:
1. Certain Cisco phones such as the 79xx phones must be configured to span ports in the
Unified CM administrator in order to pass these packets on to the agent’s PC
2. The complete list of Cisco IP phones that support endpoint recording is located in the Quality
Management Installation Guide
3. If a remote agent uses a physical phone (as opposed to IP Communicator soft phone), that
agent must connect to their corporate network with a physical VPN router, such as a Cisco
831 or 871
5.3.1.2 Server-based Recording
There are certain situations in which the customer is unable to use endpoint recording:
Customer uses a thin-client environment such as Citrix or Windows Terminal Services
Customer uses IP Phone agent
Agent PCs are not available
To address these environments, Quality Management includes a server-based recording option,
again, similar to Cisco Agent Desktop. Server-based recording relies on Cisco Catalyst switches
configured for Switched Port Analyzing (SPAN) sessions, where agent phones are attached to
the designated source ports, and the destination port routes the packets from those source ports to
a server running the Quality Management monitoring and recording services.
For a detailed explanation of server-based recording, as well as some example configurations,
please see the Voice-Over IP Monitoring Best Practices Deployment Guide for CAD 6.0/6.1,
located here:
http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fapplication%2F
pdf%2Fen%2Fus%2Fguest%2Fproducts%2Fps427%2Fc1225%2Fccmigration_09186a008038a4
8d.pdf&pos=1&strqueryid=4&websessionid=Zq_nU_jihT-OggpQydTebBJ
(or search Cisco.com for ‘monitoring best practices’)
Please disregard any server capacity numbers stated in the Best Practices guide and use the
capacity numbers in the Hardware Configuration sections below.
For more detailed information about configuring Cisco Catalyst switches for SPAN sessions,
please see the Catalyst Switched Port Analyzer (SPAN) Configuration Example (Document ID
10570):
http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015c61
2.shtml
14
5.3.2 Quality Management Single Server Hardware Configuration:
Endpoint Recording
The QM single server configuration has all QM services for endpoint recording – Base Services,
Database Services, Voice/Screen Services and CTI Services – installed on a single MCSequivalent server. The specific model required is defined by the maximum number of named or
concurrent users as shown in the table below:
Quality Management Server Capacities
Intel 5140 Xeon
2 x Intel 5140 Xeon Processor
Intel Celeron D 352 Intel Dual‐Core Xeon 3.2 GHz
3050 2.13 GHz
2.33 GHz
2.33 GHz
Memory
2 GB
2 GB
2 GB
4 GB
System Storage
40 GB
Varies by Usage
Recording Storage
Cisco MCS Equivalent
Single Server Configuration (for QM and AQM)
MCS 7816
MCS 7825
MCS 7835
MCS 7845
Maximum number of named users
450
900
1500
3600
Maximum number of concurrent agents/users
150
300
300
300
Notes:
1. Dual processor MCS 7845-equivalent servers can be used for this configuration but may
require an additional SQL database processor license, increasing the overall server costs.
2. Additional storage capacity will likely be required.
1 2
3
4 5
6
7 8
9
8
#
*
15
5.3.3 Quality Management Single Server Hardware Configuration:
Server-based Recording
The QM single server configuration for server-based recording has all QM services for serverbased recording – Base Services, Database Services, Voice Services, CTI Services, Monitoring
Services and Recording Services – installed on a single MCS-equivalent server. The specific
model required is defined by the maximum number of concurrent recordings as shown in the
table below:
Quality Management Server Capacities
Intel Dual‐Core Xeon Intel 5140 Xeon
2 x Intel 5140 Xeon Processor
3050 2.13 GHz
2.33 GHz
2.33 GHz
Memory
2 GB
2 GB
4 GB
40 GB
System Storage
Varies by Usage
Recording Storage
Cisco MCS Equivalent
QM Base Server (for QM and AQM)
MCS 7825
MCS 7835
MCS 7845
Maximum number of named users
Monitoring and Recording Server Capacities
900
1500
3600
Co‐resident with base QM server (voice only)
40 Concurrent Calls
67 Concurrent Calls
100 Concurrent Calls
Co‐resident with base QM server (voice and screen)
20 Concurrent Calls
33 Concurrent Calls
50 Concurrent Calls
Example Customer Environment:
400 configured (named) agents need to be recorded by Quality Management
50 agents need to be recorded simultaneously using server-based recording
Customer only needs voice recording; they don’t need screen recording
Because of the way the customer’s network is configured, they only need one server for
monitoring and recording, and it can be co-located with the main QM server
Based on the above table, this customer should use an MCS 7835:
Customer needs to record a total of 400 named users, MCS 7835 allows for up to 1,500
named users
Customer needs to record 50 voice-only (no screen) calls simultaneously, MCS 7835
allows for up to 67 voice-only simultaneous recordings
16
1
2
3
4
5
6
7
8
9
*
8
#
5.3.4 Quality Management Hardware Configuration: Separate
Monitor/Record Server
The QM configuration for server-based recording with separate Monitor/Record servers has all
core QM services – Base Services, Database Services, Voice Services and CTI Services –
installed on a single MCS-equivalent server, and the Monitoring Services and Recording
Services installed on separate MCS-equivalent servers as needed for the specific network
configuration. The specific model of MCS server required for the Monitor/Record servers is
defined by the maximum number of concurrent recordings as shown in the table below:
Quality Management Server Capacities
Intel 5140 Xeon
2 x Intel 5140 Xeon Processor
Intel Celeron D 352 Intel Dual‐Core Xeon 3.2 GHz
3050 2.13 GHz
2.33 GHz
2.33 GHz
Memory
2 GB
2 GB
2 GB
4 GB
40 GB
System Storage
Varies by Usage
Recording Storage
Cisco MCS Equivalent
QM Base Server (for QM and AQM)
MCS 7816
MCS 7825
MCS 7835
MCS 7845
450
900
1500
3600
Separate Monitoring/Recording Servers (voice only)
50 Concurrent Calls
Separate Monitoring/Recording Servers (voice and screen)
25 Concurrent Calls
60 Concurrent Calls
30 Concurrent Calls
Maximum number of named users
Monitoring and Recording Server Capacities
100 Concurrent Calls 150 Concurrent Calls
50 Concurrent Calls 75 Concurrent Calls
Example Customer Environment:
400 configured (named) agents need to be recorded by Quality Management
60 agents need to be recorded simultaneously using server-based recording
Customer only needs voice recording; they don’t need screen recording
17
Because of the way the customer’s network is configured, the Monitoring and Recording
server needs to be separated from the main QM server
Based on the above table, this customer should use an MCS 7816 for the main QM server and an
MCS 7825 for the Monitoring and Recording server:
Customer needs to record a total of 400 named users, MCS 7816 allows for up to 450
named users
Customer needs to record 60 voice-only (no screen) calls simultaneously, MCS 7825
allows for up to 60 voice-only simultaneous recordings
1 2 3
4 5 6
7 8 9
*
8 #
5.3.5 Calculating Quality Management Contact Storage Capacity
In addition to the normal disk storage for the operating system, SQL database and QM server
software QM deployments must also plan for storage space for the recorded contacts. The total
amount of storage required is based upon the cumulative time and types of recording to be stored
on the system. Calculate the cumulative storage requirements using these formulas:
Recorded minutes/day = average call time * # calls/day * # of agents
Recorded minutes in QM = Rec minutes/day * work days/agent/month * months to save
Voice Storage = Recorded minutes * 0.12 MBytes/min
Screen Storage = Recorded minutes * 1.2 MBytes/min
Note: The screen storage rate represents the average recording rate over thousands of
contacts. The rate for individual contacts may vary with the amount of screen activity.
18
5.3.5.1 Quality Management Contact Storage Example
Average call time = 330 seconds or 5.5 minutes
# calls/day = 40
# of agents = 60
Recorded minutes /day = 5.5 minutes * 40 calls * 60 agents = 13,200 minutes
Average work days /agent /month = 21 (full time, 5 days per week)
Months to save = 2 (Saving for 60 days through quality evaluation & review cycle)
Recorded minutes in QM =13,200 minutes/day * 21 days/month * 2 months = 554,400
min
Voice Storage = 554,400 minutes * 0.12 MBytes/minute = 66 GBytes
Screen Storage = 554,400 minutes * 1.2 MBytes/minute = 665 GBytes
Note: A single system may have multiple groups of recorded users with variations in recording
rules or retention periods so this calculation may need to be repeated for each group and the
results summed together to get to total storage requirements.
5.3.5.2 Quality Management Contact Storage Calculator
To assist in calculating storage requirements, the Quality Management Storage Server Sizing
Spreadsheet is available for download here:
http://portal.calabrio.com/tiki/tiki-list_file_gallery.php?galleryId=17
(Access to the site requires a one-time registration.)
Note: The formulas and Calculator referenced above will return the minimum amount of storage
space required. Additional storage capacity should be provided to accommodate for normal
usage variations.
5.3.5.3 Options for Quality Management Contact Storage
QM supports a variety of contact storage options including local disk, network attached storage
(NAS) or storage area networks (SAN) by allowing the installer to specify the storage location
for voice and screen recordings as a universal naming convention (UNC) location during install
or change the location by moving the existing contacts and running the post install process to
specify the new contact storage location. Cisco recommends the usage of external enterprise
class SAN or NAS storage for critical recordings because of the additional fault tolerant options
provides by these storage architectures.
5.3.5.4 Local Storage
Contact storage can be hosted within the QM single server or on the Voice and Screen Storage
servers in the multi-server configuration. The storage used can either be a portion of the server’s
primary partition on the base disk(s) that came with the server or can be on a secondary partition
using additional drives added to the base server. In either case, it is recommended that contact
storage be provided on a RAID volume to protect the recorded contacts from drive failure. The
following table shows the base and expansion capacity of the Cisco MCS server configurations
19
recommended for QM deployments. It is from a worksheet within the storage calculator
worksheet described previously.
MCS Server Recording Storage Capacity
Expansion Capacity
Base Capacity
Reserved Capacity SATA MCS Model
Disk RAID system RAID for Disk recording Disk Base capacity capacity capacity recording Available Expansion capacity capacity slots
disks
GB
GB
GB
GB
disk slots
disks
GB
GB
7816‐H3
2
1
160
160
40
120
1
1
160
120
7816‐I3
2
1
160
160
40
120
1
1
160
120
7825‐H3
2
2
160
160
40
120
0
0
0
7835‐H2
8
2
72
72
40
32
6
6
250
1250
7845‐H2/I2
8
4
72
144
40
104
4
4
250
750
7845‐H2/I2‐ECS1
8
8
72
288
40
248
0
0
0
To calculate actual expansion capacity of servers fill in the yellow highlighted cells, default values show the maximum potential capacity
Notes:
The MCS 7835 provides the maximum expansion capacity for recording storage.
Popular expansion 2.5” drive capacities can be selected via a drop down in the Disk Capacity
column.
MCS 7816 base only provides a single 160 GB disk with no RAID protection for the primary
partition. It is recommended that disk expansion be done with an equivalent disk capacity,
binding the expansion drive to the base disk in a RAID 1 volume.
The base reserved system capacity is an estimate of the space required for the OS, database and
QM server application and may need to be adjusted for the actual server configuration.
5.3.5.5 Network Attached Storage or Shares
Configure the NAS or share to allow read and write access from the QM server and allocated the
required storage capacity to the share. Set the UNC storage location during QM install to the
server name and share to be utilized.
5.3.5.6 Storage Area Network (SAN)
Map a dedicated SAN volume to the QM server and create a file system partition on that volume.
Then setup the recording storage to point to the mapped drive or a share name within the
partition
5.3.6 Quality Management Services Descriptions
The diagram below shows the detailed service interaction between QM services and Unified
CCX/Unified CM environment:
20
Central Site – Cisco Software
Unified CCX
Unified CM
CTI Manager
Central Site – QM Software
- Voice Server
- QM CTI
- Database Server
- LDAP Server
- Sync Server
- Voice Recordings
- Compressed Format
- Transferred via HTTPS
- DB Tables
- QM Metadata
- Evaluation Forms
- Archive Metadata
- Configuration Data
- Report Web Pages
5.3.6.1 CTI Server
The QM CTI service acts as a bridge between the QM Recording service and the Cisco Unified
Communications Manager/CTI Manager. It sends events to the QM Recording service when the
status of monitored phones changes.
The QM CTI Service communicates with the CTI Manager using the Cisco JTAPI interface to
listen for phone events (it does no call control). The QM CTI Service forwards these events on to
the QM recording client for workflow processing.
When agents that have been configured in QM log in to a PC with the recording service installed,
a message is sent to the QM CTI Service. The QM CTI Service in turn registers an event listener
with JTAPI and is notified when phone events occur. When the agent logs off the PC, the
registration with JTAPI is removed for that agent.
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5.3.6.2 Sync Service
The QM Sync Service reads data from the Unified CCX system using an ODBC interface. It
maintains an ODBC connection with the UDB and runs queries every ten minutes and stores the
information on the QM Base server (LDAP). The information that is read consists of:
- Agents
- Teams
- Supervisors
5.3.6.3 Desktop Recording Service
The Desktop Recording service is the end-point utility that enables the recording of agent
contacts. It is resident on the agent’s PC.
5.3.6.4 DB Cleaner Service
The DB Cleaner service purges records from the QM database and media files from the Voice
and Screen servers on a daily basis according to the retention times configured in QM
Administrator.
5.3.6.5 DB Proxy Service
The DB Proxy service is the single point of connection between users and the QM database.
5.3.6.6 LDAP
LDAP contains information about the system’s users, organizations, configuration and
workflow. It supplies information about agents and their workflows to the QM Recording
service.
5.3.6.7 LDAP Monitor Service
The LDAP Monitor service constantly checks LDAP to ensure that it is running. If LDAP stops,
the LDAP Monitor service restarts it.
5.3.6.8 Monitoring and Notification (MANA) Service
The Monitoring and Notification service monitors the QM system in real time and notifies
administrators via event viewer or email when problems occur. The problems that trigger
notification are selected in QM Administrator.
5.3.6.9 Tomcat Service
The Tomcat service web server hosts the QM Reports engine, File Transfer Servlet (FTS), Server
API engine, and Licensing engine.
5.3.6.10 Upload Controller Service
The Upload Controller manages the uploading of recordings and recording metadata to the Voice
and Screen servers.
5.3.6.11 Monitor Service (for Server-based Recording)
The Monitor service works in conjunction with the Network Recording service. It monitors the
destination port from the switch’s SPAN session for voice packets, and is responsible for
forwarding only the voice packets that match the packet filter. The packet filter is constructed
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based on requests from the Network Recording service that keeps track of which devices actually
need to be recorded.
NOTE: The Monitor service does not include the ability to perform live call monitoring; live call
monitoring is not a feature of Quality Management, but is an option in Cisco Agent Desktop.
5.3.6.12 Network Recording Service (for Server-based Recording)
The Network Recording service receives the packets forwarded from the Monitor service and
writes those packets to recording files on the server’s hard disk.
5.3.7 Quality Management Endpoint Recording Client PC Requirements
In order to ensure that the endpoint recording service can operate in the background on the
agent’s PC without impacting the PC’s capability to execute other critical programs, the
following client PC guidelines are recommended as listed in the Quality Management Install
guide:
Operating
System
Desktop and Administrator
Applications
Windows XP
Professional,
SP3 or later
1Ghz Processor,
256 MB RAM,
200 MB HDD free space,
100MB NIC,
Browsers: IE v6.0 and IE v7.0
1Ghz Processor,
256 MB RAM,
200 MB HDD free space,
100MB NIC,
Browsers: IE v6.0 and IE v7.0
Windows Vista
Agent Recording Service
for Basic
(Voice only)
500MHz Processor,
256 MB RAM,
1 GB HDD free space,
100MB NIC
Agent Recording Service for
Advanced (Voice and
Screen)
2Ghz Processor,
2 GB RAM,
1 GB HDD free space,
100MB NIC
1Ghz Processor,
1GB RAM,
1 GB HDD free space,
100MB NIC
2Ghz Processor,
2GB RAM,
1 GB HDD free space,
100MB NIC
5.3.7.1 Network Interface Card Compatibility
A list of network interface cards which are known to support endpoint recording is available at:
http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fen%2FUS%2Fp
rod%2Fvoicesw%2Fcustcosw%2Fps5693%2Fps14%2Fprod_system_requirements0900aecd800
e3149.pdf&pos=1&strqueryid=2&websessionid=KGq7i9glAJONQUY8BM3lriH\
(If the above link does not work, search Cisco.com for ‘cti os network interface cards’)
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6. Additional Considerations
All product documentation is available online; please visit Cisco.com for the latest product
documentation. For additional product questions send email to ask-wfo@external.cisco.com.
When deploying in an AD environment, both QM and WFM servers should be a member of the
domain. The Unified CCX server is recommended but not required to be a member of the
domain – in which case additional setup is required. See installation document for more details.
ƒ When deploying WFO, a user must exist or be created on the Unified CCX server who
has read access to db_cra
ƒ WFO products do not currently provide redundancy. However, note that both QM and
WFM do support a redundant Unified CCX environment and are able to switch to
secondary/backup on failure of the primary Unified CCX system.
ƒ WFM and QM servers should be installed on the same Campus LAN as the Unified CCX
servers and the CTI Managers with which they are communicating. The round-trip delay
between all these servers should be less than 2 ms.
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