Cisco Unified Workforce Optimization Quality
Management
Server Installation Guide Version 10.5
First Published: June 18, 2014
Last Updated: October 13, 2015
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Server Installation Guide
© 2014-2015 Cisco Systems, Inc. All rights reserved.
2
Contents
Introduction
System Requirements
8
10
Quality Management Environment
10
System Environment
10
Event Timestamps
10
Operating Environment
11
Server Operating Systems
11
Server Hardware Requirements
11
Voice Record Server Capacity Guidelines
13
Single Base Server Configuration Capacity Guidelines
14
Disk Storage Sizing Guidelines
16
Determining Hard Disk Space Requirements
18
Recording Storage Requirements
19
Storage Calculator
19
Bandwidth Usage
20
Microsoft SQL Server Requirements
20
Contact Metadata and the Microsoft SQL Server
21
Determining Required RAM
22
Quality Management in a Cisco UCS Environment
23
Virtual Server Environment
23
Desktop Requirements
24
Firewall Requirements
Planning Ahead
Pre-Installation Checklists
Preparing a Site for Installing Quality Management Checklist
24
26
26
26
Cisco Unified CM Configuration Checklist
30
Cisco Unified CCX Configuration Checklist
32
Deployment Checklists
32
Single Server Installation Checklist
32
Quality Management Administrator Configuration Checklist
34
Client Desktop Application Installation Checklist
35
Optional Features Configuration Checklist
36
Testing Checklist
36
Before Installing Quality Management
Microsoft Windows Servers
38
38
Microsoft Windows Server Guidelines
38
Windows Server 2008 or 2012
38
Microsoft SQL Server
38
All Versions of Microsoft SQL Server
39
Installing Microsoft SQL Server
39
Microsoft SQL Roles
40
Microsoft SQL Server Maintenance Plan
40
Microsoft SQL Server Standard and Express Editions
41
SQL Server Browser
41
Express Edition Considerations
42
Windows SNMP Service
42
SNMP Requirements
43
Active Directory
43
Active Directory Information
43
Active Directory Configuration Guidelines
44
External Storage User
44
Cisco Unified CM
45
Configuring Cisco Unified CM Administration for Network Recording
45
JTAPI User
47
Fully Qualified Domain Name
48
Supporting Asian Languages or Unicode Font
49
Installing Supplemental Language or Unicode Font Support
49
Supporting Asian Languages or the Unicode Font in PDF Reports
50
Upgrading from Previous Versions
52
Proxy Host
53
Extend Screen Recording
53
Agent Recording and Gateway Recording
53
Cluster Recording
54
Recordings Folder
54
Configured Devices
54
VoIP Devices for Cisco MediaSense Recording
54
Integration Configuration
55
IBM Informix Driver
55
Integration Configuration
55
CDR Configuration
56
Recording Methods
56
Deploying Client Desktop Applications
56
Citrix or Windows Terminal Services
56
Playing a Voice Recording
56
Resiliency Options
57
Point-based Scoring
57
Customizing the Reports Logo
57
User Account Control (UAC)
58
Upgrading
58
Installing Quality Management
Services for Quality Management
60
60
Install Services on a Single Server
Installing a Service Release or Patch
60
64
Guidelines for Installing a Patch (SR, ES, or ET)
65
Install the Latest Patch
65
Rolling Back to a Previous State
66
Running System Configuration Setup
68
Run System Configuration Setup
69
Manually Installing the Cisco JTAPI Client
76
Entering Configuration Data in Update Mode
77
Rules for Upgrading or Modifying the ACD Database in Update Mode
77
Stopping the Sync Service Before Upgrading the Unified CCX Database
77
Changing the Base Server
78
Changing Configuration Data in Update Mode
79
External Storage and Services
Configuring Services for External Storage
Managing Certificates
80
80
82
Requirements
82
Updating the Quality Management Signed Certificate
83
Creating a Certificate Signing Request (CSR) for the Base Server
84
IP Address Limitations for SANs in Internet Explorer
Certificates and Commercial Services
85
86
Generating Certificates Using Commercial Services
86
Expired Certificate from a Commercial Service
89
Certificates and Active Directory
89
Verifying the AD CS Supports the SAN Certificate Feature
90
Generating Certificates Using Active Directory
91
Expired Certificate from AD CS
98
Installing Root and Intermediate Certificates on Client Desktops
99
Installing Server Applications
Installing the Recording Thin Client on a Citrix Server
After Installing Quality Management
100
100
102
CAD and Finesse Integration
102
Removing Quality Management
104
Removing a Quality Management Client Desktop Application
105
Removing the Quality Management Databases
106
Backup and Restore
Quality Management Database Disaster Recovery
108
108
Backing Up the Databases
108
Restoring the Database
109
Documentation
110
Introduction
This document explains how to install Cisco Unified Workforce Optimization Quality
Management 10.5 on a server in a Cisco Unified CCX environment.
For information on:
n
Understanding the Quality Management system, the Unified CCX environment, architecture, components, capture and recording methods, and resiliency options, see the
Integration Guide.
n
Deploying applications on the client desktop, see the Client Desktop Application Deployment Guide.
8
System Requirements
This topic lists the system requirements for Quality Management. Read this information
carefully and ensure your system environment meets all requirements before you install Quality
Management.
Quality Management Environment
Quality Management 10.5 is compatible with Cisco Workforce Management (WFM) 10.5.
System Environment
Quality Management has been verified in the following environments:
n
Cisco Unified CCX 8.0, 8.5, 9.0, 10.0, 10.5, 10.6
n
Cisco Unified CM 8.0, 8.5, 8.6, 9.1(2), 10.0, 10.5, 10.5(1) SU1a, 10.5(2)
n
Cisco MediaSense 8.5, 9.1, 10.0, 10.5
Quality Management has direct dependencies on Cisco Unified Communications Manager
(CM) for CTI and SIP events. Therefore, Quality Management compatibility with Unified CM is
generally limited to the corresponding Unified CM version at the time of release and at least
one prior version. Previous versions of Quality Management are not generally updated for
compatibility with new versions of Unified CM.
Event Timestamps
Many features within Quality Management rely on timestamps of events to properly associate
data with the correct person or call. Quality Management requires that all servers running Cisco
software are configured to use the same Network Time Protocol (NTP) server as Cisco Unified
Contact Manager. Windows Time Service is one method that can be used for this purpose.
The agent's timestamp for a call depends on where the call is recorded.
10
System Requirements
n
Desktop Recording—The call is recorded on the agent's desktop so the timestamp and
time zone for the call will be associated the agent's desktop.
n
Voice Record server—The call is recorded on a Voice Record server so the timestamp
and time zone for the call will be associated with the Voice Record server. If the agent is
in one time zone and the Voice Record server is in another timezone, the timestamp and
time zone for the call will be associated with the Voice Record server. If you have multiple Voice Record servers and they are in different time zones, the timestamp and time
zone used will be based on where each Voice Record server is located.
Operating Environment
This section provides requirements for your operating environment.
Server Operating Systems
The supported operating systems for Quality Management are the following.
n
64-bit Windows Server 2012
n
64-bit Windows Server 2008 R2
Note: Since Quality Management does not have direct version/update dependencies, it
is permissible to apply updates to the server operating system as recommended by
Microsoft .
Server Hardware Requirements
The table below displays the minimum hardware requirements for all Quality Management
servers. The requirements are based on the server size.
When determining the size of a server, observe the following guidelines:
n
11
The following servers require the medium server hardware requirements:
l
CTI (subscription) server or backup CTI server
l
Monitor server
System Requirements
n
l
Site Upload (site storage) server
l
Reconciliation services
To determine the server hardware requirements for the following servers, determine the
server size based on capacity and then use the following table to determine the requirements for that server.
l
l
l
For a base server configuration, see Single Base Server Configuration to
determine the server size
For the Microsoft SQL Server, see Microsoft SQL Server Requirements to
determine the server size
For the Voice Record Server, see Voice Record Server Requirements and
Capacity Guidelines to determine the server size
The Quality Management server scalability is dependent on the number of processing threads.
Note: The number of processor cores in your system can be determined by viewing the
Performance tab in Windows Task Manager—there is one CPU History Usage graph
for every processor core. Note that some types of processors are hyperthreaded,
meaning that each physical core is presented as two processor cores. This results in
twice the number of processor cores displayed in Windows Task Manager.
Server requirements
Ultra
Specifications
Large
Medium
Small
Server Server
Server
Server
Processor Cores
24
8
4
2
Processor Cores (VMware)
24
8
4
2
Minimum Processor Speed
2
GHz
2
GHz
2 GHz
2
GHz
16
8
4
4
429
143
143
143
40
40
40
40
Memory (GB)
Minimum input/output operations per
second (IOPS)
System Storage (GB) for Operating System and Quality Management
12
System Requirements
The minimum processor recommendations for Intel are Xeon Processor E3 or higher running
above 2 GHz or Xeon Processor 5502 on up. You must enable hyper threading for Intel
processors.
The minimum processor recommendation for AMD is Opteron Processor 3000 or higher.
Voice Record Server Capacity Guidelines
The system capacity for a Voice Record server is determined by your hardware, as well as the
number of users.
The users are defined as follows:
n
Concurrent users—The users who are logged in at any given time.
n
Configured or named users—The users who are configured and licensed
Example: agents, supervisors, managers, evaluators, and archive users
Use the capacity guidelines in the following table to determine the temporary Voice Record
Server capacity requirements for a single server configuration.
Voice Record Server capacity guidelines
Recording
Format
SPX
16-bit WAV
8-bit WAV
13
Specifications
Audio Media File Storage
(GB)
Ultra
Large
Medium
Small
Server
Server
Server
Server
500
125
100
100
Concurrent Users
1000
300
125
50
Audio Media File Storage
(GB)
6000
6000
3000
1200
Concurrent Users
1000
1000
500
200
Audio Media File Storage
(GB)
2000
2000
2000
1000
Concurrent Users
1000
1000
1000
500
System Requirements
Recording
Format
All Recording
Formats
Specifications
Ultra
Large
Medium
Small
Server
Server
Server
Server
Minimum IOPS
429
143
143
143
Capacity is also affected by the type of recording you choose to implement.
When determining audio media file storage, consider the following.
n
Recording storage varies by use.
n
The temporary recording location on a Voice Record Server (that is, the recordings
folder) must be located on disk other than the Operating System disk where Quality Management is installed. Write caching on the disk where recordings are stored must be
enabled.
EXAMPLE 1: If you are using the SPX recording format and you have 432 concurrent
agents in a single server configuration, you need an ultra server. There is no resiliency
with a single ultra server. If you want resiliency, add another ultra server.
EXAMPLE 2: If you are using the SPX recording format and have 132 concurrent
agents in a single server configuration, you can use one large server. There is no
resiliency with a single large server. If you want resiliency, add another large server.
Single Base Server Configuration Capacity Guidelines
The following table displays the capacity guidelines for a single base server configuration
where MediaSense Recording, Server Recording, or Network Recording are co-resident with
(or hosted on the same server as) the Quality Management Base Services.
Server Type
Ultra
Large
Medium Small
Server Server Server Server
Maximum number of named users for voice and screen
recording
5000
2000
1000
500
14
System Requirements
Server Type
Ultra
Large
Medium Small
Server Server Server Server
Maximum number of registered devices in a subscription
service
5000
2500
1250
600
500
150
60
25
Note: You can double the number of registered
devices if the subscription service is installed on a
separate dedicated server.
Maximum number of concurrent agents for MediaSense
Recording, Server Recording, Network Recording, or Gateway Recording (always voice, no screen option)
When determining your base server requirements, remember the following points:
n
The most desirable configuration uses a large, medium, or small server. Use an ultra
server only when the number of named users exceed 2000 and you cannot use multiple
smaller servers.
n
The capacity guidelines shown above assume all services required for a single server
configuration are installed on the base server, including Base Services, Database
Services, the signaling service, and Site Upload Server. You can choose to off-load the
Database Services, signaling service, and Site Upload Server to other servers to
improve capacity for a specific service.
Example: Install the signaling service or the Site Upload Server on another
server.
n
The Ultra Server cannot be virtualized.
n
If you install the CTI service and the MediaSense Subscription service on the same
server you have to either double your concurrent user number or halve your capacity.
To determine the capacity requirements for your base server:
15
System Requirements
1. Compare your number of named users to the table above to determine the server size.
Example: If your site requires between 1001 and 2000 named users on your
base server, you need a large server.
2. Compare your number of concurrent users to the server size determined by your
number of named users.
Example: If the number of concurrent users is less than or equal to 500, the
signaling service can remain on the large server. If the number concurrent users
exceeds the maximum allowed for the server, it is recommended that you move
the signaling service to another server. Note that if you move the signaling
service to another server, it can handle twice the number of concurrent users.
So you could move the signaling service to a medium server without effecting
the number of concurrent users required for your configuration.
See Recording Storage Requirements for additional information on storage requirements and
external database requirements.
Disk Storage Sizing Guidelines
To calculate the storage that a contact center will need, you need to collect the following data:
n
Number of agents who will be recorded
n
Average length of calls that are recorded
n
Number of calls that are recorded per agent per day
n
Number of work days per agent per month
n
Number of months that recordings will be kept
The number of minutes that will be recorded every day is the product of three numbers: the
number of agents being recorded, the average call length, and the average number of calls that
are recorded for each agent per day.
To estimate the amount of disk storage required for your system, use the following formulas:
Amount
Daily recorded minutes
Formula
Agents × Length × Calls = Recorded
16
System Requirements
Amount
Formula
Total recorded minutes to store
Recorded × Days × Months = Stored
Voice recording
storage (MB)
SPX
Stored × 0.12 MB/minute = Voice
8-bit WAV
Stored × 0.48 MB/Minute = Voice
16-bit WAV
Stored × 1.44 MB/Minute = Voice
Screen recording storage (MB)
Stored × 1.20 MB/minute = Screen
Note: The storage requirements for
screen recordings depend on three
factors: screen activity, monitor
resolution, and the number of monitors
being recorded. The value shown here is
based on low to moderate screen
activity, 768 x 1024 resolution, and a
single monitor. This rate may increase by
200-400% when recording dynamic,
graphical, or media-intensive
applications.
Keep in mind that the criteria that determine which contacts are recorded and how long
recordings are kept depends on the purpose of the recording. If you are recording for
compliance purposes, only the audio portion of a contact is recorded, and the recording might
be retained for as long as 7 years. If you are recording for quality management purposes,
contact centers can choose to record either audio only or both audio and video. In either case,
only some of the contacts will be recorded, and recordings will be kept for much shorter periods
of time, such as 30 or 60 days. The retention time for recordings is set withing the Quality and
Archive workflows.
Voice and screen recordings can occupy a great deal of hard disk drive space on the server
that hosts the recording file storage location.
To protect the recording file storage location from running out of the free space required for
normal operations and to prevent crashes, Quality Management:
17
System Requirements
n
Sends warning alerts through MANA when free disk space falls below 10 GB.
n
Halts recording when the available hard drive disk space fall below 2 GB. The audio
recordings remain on the recording service and the screen recordings remain on the client PC until you free up disk space on the storage location.
All recording client (endpoint and server) provide a report when disk threshold is below
minimum and causes recording to stop. The Record Server will additionally provide full disk
space information and recording capacity in the response to the MANA status request.
Determining Hard Disk Space Requirements
All recordings are converted from raw files to SPX when the call ends and then stored in the
Recordings folder. They are then uploaded to the recording storage location at End of Day
(EOD).
You need to determine your hard disk space requirements for the Voice Record server. The
formula used to determine hard disk space requirements, in GB, for a single server
configuration is as follows:
A + B + (C × D)
where:
A = Service installations and logs (The value is 40 GB.)
B = Database (The value is 100 GB and includes both database and transaction logs.)
C = GB
n
For SPX—the value is .5 GB for voice recording only or 1 GB for voice and screen
recording
n
For 8-bit WAV—the value is 2 GB for voice recording only or 2.5 GB for voice and screen
recording
n
For 16-bit WAV—the value is 6 GB for voice recording only or 6.5 GB for voice and
screen recording
D = Number of agents
Note: Values C and D are only required if you are using an on-board Voice Record
server.
Example: 40 + 100 + (0.5 × 100) = 190 GB
18
System Requirements
The formula used to determine hard disk space requirements for each off-board Voice Record
server configuration is as follows:
A + (C × D)
Example: 40 + (0.5 × 300) = 190 GB
Recording Storage Requirements
The recording storage requirements are as follows:
n
n
Voice recording only:
l
SPX—.5 GB/recorded user
l
8-bit WAV—2 GB/recorded user
l
16-bit WAV—6 GB/recorded user
Voice and screen recording:
l
SPX—1 GB/recorded user
l
8-bit WAV—2.5 GB/recorded user
l
16-bit WAV—6.5 GB/recorded user
The recording storage requirements specify the amount of disk space required per recorded
user for caching the recordings prior to their eventual upload to the Quality Management
server. The recordings are stored on the same server where the services are installed.
NOTE: The recordings must be stored on a local drive. You can only specify a network
drive if your are using a virtual machine.
Storage Calculator
The Quality Management Storage Calculator Storage Server Sizing Spreadsheet provides a
storage calculator you can use to determine your storage requirements. This spreadsheet is
available on the Calabrio Portal at:
http://portal.calabrio.com
19
System Requirements
Bandwidth Usage
Cisco supports 30 KB per second bandwidth for screen recording and playback.
The following table displays the transfer bitrate by recording format.
Recording
Format
SPX
8-bit WAV
16-bit WAV
Format
8000 Hz variable bit pulsecode modulation (PCM)
8000 Hz 8-bit
PCM
8000 Hz 16-bit
PCM
Transfer
Bitrate
64 kbits/s
128 kbits/s
KB/Minute
469 KB
938 KB
WAV-8
WAV-16
File Transfer
Type
WAV-16
For additional information on bandwidth usage, see "IP Call Bandwidth Usage" in the Cisco
Unified Contact Center Express Solution Reference Network Design on the Cisco website
(www.cisco.com).
Microsoft SQL Server Requirements
Quality Management requires one of the following Microsoft SQL Servers installed on the base
server or an offboard server.
n
Microsoft SQL Server 2012 (Enterprise, Standard, or Express)
Note: The Express option is for smaller customer sites that expect to stay within
the 500,00. See Microsoft SQL Server 2008 Express Edition Considerations for
more information on requirements.
n
Microsoft SQL Server 2008 R2 (Enterprise, Standard, or Express)
Note: Since Quality Management does not have direct version/update dependencies, it
is permissible to apply updates to the SQL Server as recommended by Microsoft .
20
System Requirements
Contact Metadata and the Microsoft SQL Server
The contact metadata for Quality Management is stored in the Microsoft SQL database on the
Microsoft SQL Server.
Contact metadata remains in the Microsoft SQL database for the longest of the configured
retention periods for the media files or 13 months if the retention period for the media files is
less than 13 months.
The formula used to estimate the maximum number of contacts stored in the database is as
follows:
A × B × C × D = E
where:
A = Number of agents
B = Average number of recorded contacts per day per agent
C = Number of days per month the contact center handles calls
D = Configured retention time in months
E = Total saved contacts in the database
Example: 300 × 25 × 22 × 13 = 2.1 million recorded calls
This example requires an off-board Microsoft SQL Server with a minimum of 4 CPU cores, 6
GB RAM, and Microsoft SQL Server with 64-bit to meet Microsoft SQL Server memory
requirements.
To ensure satisfactory response rates from the Microsoft SQL database the resources listed in
the following table must be available and configured for use by Microsoft SQL on its hosting
server. For deployments where Microsoft SQL is coresident with the Base services, you can
dedicate a maximum of 1 CPU Core and 2 GB RAM to Microsoft SQL from the server
resources as listed in Voice Record Server Requirements and Capacity Guidelines for physical
server hardware requirements.
Example: Microsoft SQL is coresident with the Base services in a single server
architecture or Cisco Unified Computing System (UCS) environment.
The following table uses a core with two processing threads. Intel CPU cores support two
processing threads per core and AMD processors perform best with a single processing thread
21
System Requirements
per core. The Quality Management server scalability is dependent on the number or
processing threads, so the number of recommended cores for AMD are doubled when
compared to Intel. Operating System and Hardware Requirements for a Server provides a
breakdown of processors, cores, and threads.
Microsoft SQL Server requirements
Specifications
Total Saved
Contacts
Microsoft SQL
Server Edition
Width
Dedicated Memory
for Microsoft SQL
Server
Ultra
Large
Medium
Small
12+
million
4-12
million
500K-4
million
< 500K
Enterprise or
Standard
Enterprise or
Standard
Standard
Express
64 bit
64 bit
64 bit
64 bit
12 GB RAM1
8 GB RAM
6 GB RAM
2 GB RAM
Yes
Yes
Yes
No
Requires an Offboard Microsoft
SQL Server
Note: Microsoft SQL Server caches pages so as the available RAM increases, the
frequency required by Microsoft SQL Server to access the disk decreases and
performance will improve. For large deployments, it is recommended that you monitor
usage and performance along with the Performance Monitor (PerfMon) to appropriately
size your Microsoft SQL server over time.
Apply Microsoft SQL Server updates as recommended by Microsoft. Quality Management
does not have Microsoft dependencies.
Determining Required RAM
If your saved contacts exceed 12 million, use the following formula to determine the required
RAM:
1See Determining Required RAM if the number of saved contacts exceed 12 million.
22
System Requirements
A ÷ 2 = B
where:
A = Number of Million Contacts Saved
B = Number of Gigabytes RAM
Example: 110 ÷ 2 = 55 GB RAM
This example assumes you have 110 million Contacts Saved and requires an off-board
Microsoft SQL Server with a minimum of 16 CPU cores and Microsoft SQL Server with 64-bit
to meet Microsoft SQL Server memory requirements.
Quality Management in a Cisco UCS Environment
Quality Management is certified to run on any Cisco Unified Computing System (UCS) server
with resources available to support the OVA/OVF template.
The virtual server requirements for deployments on UCS servers are specified on the Cisco
wiki page "Virtualization for Cisco Unified Work Force Optimization Suite for Cisco Unified
Contact Center Express" located at this URL:
http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Unified_Work_Force_Optimization_
Suite_for_Cisco_Unified_Contact_Center_Express
Virtual Server Environment
A virtual server environment requires hardware resources equivalent to those required for a
physical server (see Server Hardware Requirements).
Quality Management supports VMware ESXi versions 4.0, 4.1, 5.0, and 5.1.
Important: VMware Snapshots is only supported for Quality Management when calls
are not being recorded. A snapshot impacts server resources that are critical to Quality
Management. Recording failures will occur if snapshots are taken while Quality
Management is recording calls.Before you take a snapshot, verify that there is no
current recording activity and stop the services for Quality Management or pause or shut
down the server. You can use the Recording Monitoring application to verify that there
are no calls currently being recorded. After you take a snapshot you must restart Quality
23
System Requirements
Management services. You can restart services for Quality Management by restarting
the appropriate signaling service or running a service restart script.
It is recommended that you use the following settings to reduce the possibility of performance
issues when running Quality Management on virtual machines:
n
Shares—Guarantee that VMs are given a percentage of an available resource (CPU,
RAM, Storage I/O, Network)
n
Limits—Guarantees that a VM does not consume more than a specified resource limit
n
Resource Reservation—Provides an allocated resource for a VM on startup.
If you are using VM in a VMware environment, install the Quality Management application in its
own computing environment that is not shared with multiple hosts.
Desktop Requirements
The desktop requirements are provided in the Desktop Requirements Guide.
Firewall Requirements
The firewall requirements are provided in the Firewall Configuration Guide.
24
Planning Ahead
Quality Management works with a variety of operating systems, software, and Automatic Call
Distributors (ACD). Deployment planning is required to ensure that the installation goes
smoothly.
Use the information provided here to prepare for Quality Management deployment and
installation activities.
Pre-Installation Checklists
Use the pre-installation checklists to gather configuration information and prepare the servers
before you install Quality Management. The pre-installation checklists are as follows:
n
Preparing a Site for Installing
n
Cisco Unified CM Configuration Checklist
n
Cisco Unified CCX Configuration Checklist
Preparing a Site for Installing Quality Management Checklist
Use the following checklist to prepare the customer’s site for installing Quality Management.
Steps
Step
1
Task
Complete the QM Express
Site Configuration worksheet.
Notes
Done?
This worksheet allows you to determine storage requirements for the
primary recording storage location and
the Voice Record server temporary
storage location (optional).
This worksheet is available through
the Cisco Implementation Services
Help Desk or portal.calabrio.com.
26
Planning Ahead
Steps
Step
2
Task
Validate the Quality Management server hardware
requirements.
Notes
Done?
Verify the hardware requirements for
the following servers:
n
Base server capacity
n
Voice Record server capacity
n
Monitor server capacity
See Operating Environment for more
information on hardware
requirements.
27
Step
3
Order the server hardware.
Step
4
Order the Quality Management software and
license.
Planning Ahead
Steps
Step
5
Task
Notes
Done?
Install the Microsoft WinFor Microsoft Windows Server 2008
dows Server operating sys- and 2012:
tem on the Quality
n Update to the latest service
Management server.
pack (SP)
n
Verify IIS or Web Services are
not enabled (using port 80 or
443)
n
Install Desktop Experience—
see
http://technet.microsoft.com/enus/library/cc754314.aspx for
instructions on enabling
Desktop Experience.
n
Install the Telnet client—
Optional component for
troubleshooting.
See Microsoft Windows Servers for
more information on Microsoft
Windows Server 2008 or 2012.
28
Planning Ahead
Steps
Step
6
Task
Create the user accounts.
Notes
Done?
You will need the following user
accounts:
n
Local administrator account for
installation on the server.
n
User account to connect to the
external storage location—
optional. This is only required
for Site servers. The
requirements for this account
are as follows:
l
l
Step
7
Install the Microsoft SQL
Server.
Local administrator
Set permission to run
services
When installing the Microsoft SQL
Server:
n
Verify Collation is SQL_Latin1_
General_CP1_CI_AS
n
Verify Mixed Mode
Authentication
n
Create a DBCreator user
See Microsoft SQL Server for
information on settings.
29
Step
8
Verify all required ports
are open to the servers.
Step
9
Verify the Quality Management software and
license files are copied to
the Quality Management
base server.
See the Firewall Configuration Guide
for more information.
Planning Ahead
Steps
Task
Notes
Step
10
Download the latest Quality Management Service
Release (SR) and the
latest Engineering Special
(ES) from the Cisco website.
Step
12
Load the Quality Management License on the
Cisco Unified CCX server.
Step
13
Review the Release
Notes.
Done?
Cisco Unified CM Configuration Checklist
Use the following checklist to configure Cisco Unified CM.
Steps
Step
1
Task
Associate phones
with the JTAPI user.
Notes
Done?
See JTAPI User for more information.
30
Planning Ahead
Steps
Step
2
Task
Configure Network
Recording (optional).
Notes
Done?
See the Cisco documentation for details.
n
Create a recording profile for each Voice
Record server
n
Create a SIP trunk for each CTI server
n
Create a route pattern for each Voice Record
server
n
Set the recording profile on the DN to match
the associated Voice Record server
n
Configure DN for a monitoring calling search
space
Confirm the DN’s monitoring calling search
space includes a route pattern
See Configuring Cisco Unified CM Administration
for Network Recording for more information on Network Recording.
n
Step
3
Verify the phone configuration parameters.
Verify the following parameters for phone configuration are enabled:
n
PC Port
n
PC Voice VLAN Access
n
Span to PC Port—Desktop Recording only
These phone device parameters are enabled by
default. You only need to re-enable the parameters
if they are disabled.
Note: Not all devices or Unified CM versions
use all these settings. Configure those that
do appear for your device and Unified CM
version.
See Cisco Unified CM for more information.
31
Planning Ahead
Steps
Step
4
Task
Complete the VoIP
Device Table tab in
the QM Agent List.
Notes
Done?
This worksheet is only required for Cisco MediaSense Recording, Network Recording, or Server
Recording.
This worksheet is available through the Cisco
Implementation Services Help Desk or
portal.calabrio.com.
Cisco Unified CCX Configuration Checklist
Use the following checklist to configure Cisco Unified CCX.
Task
Notes Done?
Set the password for the uccxworkforce user.
Deployment Checklists
Use the deployment checklists when installing Quality Management and running the System
Configuration Setup tool. The deployment checklists are as follows:
n
Single Server Installation Checklist
n
Configuration Checklist
n
Application Installation Checklist
n
Optional Features Configuration Checklist
n
Testing Checklist
Single Server Installation Checklist
Use the following checklist when installing Quality Management components on a single
server.
32
Planning Ahead
Steps
Step
1
Task
Install the required
components on the Base
server.
Notes
Done?
Install the required
components on the Base
server.
See Install Services on a
Single Server for more
information.
Step
2
Install the latest SR or ES, if
available.
See Installing a Service
Release or Patch for more
information on installing an SR
or ES.
Step
3
Complete System Setup
Configuration (PostInstall)
Use the information entered in
the Use the information
entered in the QM Express Site
Configuration worksheet.
See Run System Configuration
Setup for more information.
33
Step
4
Update the digital certificate.
See Managing Certificates.
Step
5
Install any additional servers (optional).
This could include one or more
of the following servers:
n
Backup CTI server
n
Additional Cisco Unified
CM Cluster CTI server
n
Voice Record server
n
Monitor server
n
Monitor server and
Voice Record server
Planning Ahead
Steps
Step
6
Task
Notes
Done?
Verify the Screen Playback
Gateway (PROXY Pro
Gateway) configuration on
the Site Upload server.
Quality Management Administrator Configuration Checklist
Use the following checklist to configure Quality Management from Quality Management
Administrator. See the Administrator User Guide for more information.
Steps
Step
1
Step
2
Task
Configure users.
Configure groups.
Notes
Done?
n
Link ACD accounts (AD
Authentication) or configure
ACD accounts (QM
Authentication)
n
Create Quality Management
users
n
Assign roles
n
License users
n
Create groups
n
Assign teams
n
Assign managers
Step
3
Configure evaluation form worksheets.
This is required for QM and AQM
licenses only.
Step
4
Complete the Business Users Worksheet for each workflow.
This worksheet is available through
the Cisco Implementation Services
Help Desk or portal.calabrio.com.
Step
5
Configure evaluation forms.
This is required for QM and AQM
licenses only.
34
Planning Ahead
Steps
Task
Notes
Step
6
Configure workflows.
Step
7
Configure VoIP devices (Cisco
MediaSense Recording, Server
Recording and Network Recording
only).
Step
8
Done?
n
Enable devices for recording
n
Set recording type
n
Assign agents to devices or
configure devices for Hot
Desking
n
Assign a Voice Record server
n
Assign a Monitor server
(Server Recording only)
Configure export settings.
Client Desktop Application Installation Checklist
Use the following checklist when installing Quality Management client desktop applications.
Steps
Step
1
Task
Install the Recording Thin Client on
Citrix servers.
Notes
Required only for a Citrix environment.
See Installing Server Applications
for more information on installing
the Recording Thin Client.
35
Step
2
Install the Quality Management
Administrator on select workstations.
Step
3
Install the Desktop Recording service on all PCs that require audio
recording or screen recording.
Step
4
Install the latest SR or ES on the client desktop, if available.
See the Desktop Requirements
Guide for more information.
See Installing a Service Release or
Patch for more information.
Done?
Planning Ahead
Optional Features Configuration Checklist
Use the following checklist when configuring optional features for Quality Management.
Steps
Task
Notes
Done?
Step
1
Configure the Inclusion List.
See “Inclusion List” in the Administrator User Guide.
Step
2
Configure custom
metadata.
See “User-Defined Metadata” in the Administrator
User Guide.
Step
3
Configure Silence
and Talk Over
events.
See “Call Events Administration” in the Administrator User Guide.
Step
4
Configure the MANA
CDR
See “Monitoring and Notification” in the Administrator User Guide.
This option is not required for Cisco MediaSense
Recording.
Step
5
Configure Hot Desking
For Network Recording, Cisco MediaSense Recording, or Server Recording:
n
Create a default Hot Desking agent. See the
Administrator Guide for instructions.
n
Install Recording Controls on the base
server. See the API Programmer's Guide for
instructions.
Testing Checklist
Log in to Unified Workforce Optimization and use the following checklist to verify Quality
Management is running correctly.
36
Planning Ahead
Steps
37
Task
Notes
Step
1
Play back an audio recording.
See “Playing Recordings” in
the Application User Guide.
Step
2
Play back a screen recording (AQM).
Step
3
Play back a customer conversation.
Step
4
Monitor an active call using the Live Monitoring application (Network Recording
only).
See “Live Monitoring” in the
Application User Guide.
Step
5
Run a report.
See “Reporting” in the Application User Guide.
Step
6
Export a recording.
See “Export Selected
Contact” in the Application
User Guide.
Done?
Before Installing Quality Management
Before Installing Quality Management
Read this section and ensure all prerequisites are complete before you install Quality
Management.
Microsoft Windows Servers
Microsoft Windows Server Guidelines
Follow these guidelines when installing a Microsoft Windows Server:
n
The hostname for the server must not contain underscores if you are using Microsoft
Internet Explorer to access the Unified Workforce Optimization Container.
n
Cisco only supports the US English locale on the server’s operating system.
n
If a web service is installed on the server, make sure it does not use TCP ports 80, 443,
and 7001. These ports are used by the Jetty service. See "Quality Management Jetty
Component" in the Firewall Configuration Guide for more information.
Windows Server 2008 or 2012
If you are installing Quality Management on Windows Server 2008 or 2012, you must install
Desktop Experience. Desktop Experience allows the end users to export screen recordings,
Windows Audio File Format (WAV), or MPEG-4 Video (MP4) from the Unified Workforce
Optimization interface. See the Microsoft documentation for instructions on installing Desktop
Experience at the following website: http://technet.microsoft.com/en-us/library/cc754314.aspx
Microsoft SQL Server
Before you install the Quality Management, you must install one of the following Microsoft SQL
either co-resident with the base server or on an off-board server, and configure it for Quality
Management:
38
Before Installing Quality Management
n
Microsoft SQL Server 2012 (Enterprise, Standard, or Express)
n
Microsoft SQL Server 2008 R2 (Enterprise, Standard, or Express)
n
Microsoft SQL Server 2008 (Enterprise, Standard, or Express)
All Versions of Microsoft SQL Server
The following topics describe how to configure all versions of Microsoft SQL Server for Quality
Management.
Installing Microsoft SQL Server
You must install Microsoft SQL Server co-resident on the base server or on an off-board
server, and configure it for Quality Management.
For detailed information about how to install Microsoft SQL Server, see the Microsoft SQL
Server installation documentation. When you install Microsoft SQL Server, you must configure
the following items as follows:
n
n
Select one of the following options for Instance Name:
l
Default Instance
l
Named Instance. If you choose this option, specify the named instance.
Under Start Services at the End of Setup, highlight SQL Server and SQL Browser. By
default, the SQL Browser Service is set to be started manually, not automatically.
Note: If you are using an instance name and not the default instance, you must
set the SQL Browser Service to start automatically after you install Microsoft SQL
Server.
n
Choose Mixed Mode authentication.
n
For SQL Collations, select the following option:
Dictionary order, case-insensitive, for use with 1252 Character Set.
Note: This option is required to assign the Latin1_General_CP1_CI_AS property
to Server Collation in the Server Properties window. See
http://msdn.microsoft.com/en-us/library/ms180175.aspx for more information.
39
Before Installing Quality Management
Microsoft SQL Roles
Create several user logins for the Microsoft SQL Server.
Example: You can configure one user login responsible for installation and upgrades
and another user login responsible for day-to-day database activities.
For information on creating user logins for Microsoft SQL Server, see the Microsoft
documentation.
The user must be configured in SQL Server Management Studio as follows:
n
Choose SQL Server Authentication as the authentication mode.
n
When entering the password, clear the Enforce Password Policy check box and choose
English as the default language.
Note: The Quality Management database uses the English date format. If you
assign a language other than English to the SQL Server user the language might
use a different date format, causing Screen Recording DB errors and Sync
errors. The Microsoft SQL Server user must use English as the default language.
n
Choose the server roles for the user.
l
l
For new installations and upgrades, choose the dbcreator check box from the list
of server roles. This user is the db_owner of the SQMDB database.
For day-to-day database activities, choose the following check boxes from the list
of server roles: db_datareader, db_datawriter, and db_owner.
Note: If you are upgrading from Microsoft SQL Server 2000 to Microsoft
SQL Server 2008 on an existing Quality Management system, also select
the db_datareader and db_datawriter server roles.
Microsoft SQL Server Maintenance Plan
The Microsoft SQL Server requires regular maintenance to ensure peak performance. You
can automate the maintenance task and schedule it for once a week.
The common database tasks include:
40
Before Installing Quality Management
n
Check Data Integrity—checks the structural integrity of the data. It verifies the database
is not corrupt.
n
Reorganize Indexes—moves index pages into a more efficient search order.
n
Rebuild Indexes—recreates the indexes with a new fill factor which determines the
amount of empty space left in the indexes for future rows.
n
Update Statistics—performs sampling of the data in the database to optimize tables and
indexes so they can be used more efficiently, increasing performance for the distribution
of data in the tables.
Important: Do not select the Shrink Database check box when creating a
maintenance plan as it might degrade performance in the SQMDB database until
it “reaches equilibrium” where DB Cleaner is removing the same number of
records as are being added in a normal day. This does not occur until the system
has been running for at least the longest retention time (or 13 months, whichever
comes last). Until this point, the database must be allowed to grow.
You can add backups to this schedule if it’s appropriate to your business needs. If you have
specific requirements for backup, you should probably set up a different maintenance plan that
runs on a different schedule.
Example: Running backups three times a week.
See the Microsoft SQL Server documentation for instructions on creating a maintenance plan.
Microsoft SQL Server Standard and Express Editions
The following topics describe how to complete the configuration of Microsoft SQL Server 2008
or Microsoft SQL Server 2012 for Quality Management.
SQL Server Browser
The SQL Server Browser, a component in Microsoft SQL Server 2008 and Microsoft
SQL Server 2012, allows a client to search for named instances. By default, the service status
for this component is Stopped and the service startup type is Manual. The required service
status for the SQL Server Browser is as follows:
41
Before Installing Quality Management
n
If you are using a default instance, no changes are required for the SQL Server Browser
service.
n
If you are using a named instance, you need to start the SQL Server Browser service in
the Windows Services utility by changing the properties for the service from Manual to
Automatic.
Note: If the database uses a named instance, sqlbrowser.exe needs to be
running and added to the exception list in the firewall. If you are using the default
instance (that is, the Instance Name field in QM Databases is empty), you do not
need to add sqlbrowser.exe to the firewall exception list. See Adding Firewall
Exclusions by Program for more information.
Express Edition Considerations
If you want to use the Express Edition of Microsoft SQL Server 2008 or Microsoft SQL Server
2012, consider the following Express Edition limitations:
n
Supports only 1 CPU (dual/quad cores count as 1).
n
Limited to 1 GB RAM. This affects large databases.
Example: The size limitation can affect paging in large databases.
n
SQL Profiler is not included in the Express Edition. Cisco’s ability to troubleshoot
performance issues will be limited.
Windows SNMP Service
The Simple Management Network Protocol (SNMP) Service adds monitoring capabilities and
exposes key information to other computers on your network.
Quality Management uses SNMP to send error messages to specified IP addresses. (You can
specify the IP addresses when you run the System Configuration Setup tool.) Install SNMP on
the base server running either Windows Server 2008, Windows Server 2012, or VMware ESX
Server.
For more information on installing and configuring this tool, see the Microsoft SNMP
documentation.
42
Before Installing Quality Management
SNMP Requirements
n
The logged in user must have Administrator privilege or be part of the Administrators
group
n
Ensure network policies do not prevent installing new Windows services
Active Directory
Use Active Directory with Quality Management to:
n
Allow users to use their existing Windows user name and password to access Quality
Management. Using the Windows user name and password eliminates the problem of
remembering and maintaining a separate user name and password.
n
Enforce password security policies, in a single instance across one or more domains.
Example: Security policies like complexity level or duration.
If your system uses Active Directory, the System Configuration Setup tool prompts you to
provide domain information for Active Directory.
When a user logs into Unified Workforce Optimization, Quality Management collects the user’s
username and password. If you configure Quality Management for Active Directory, it sends
the login information to the domain’s Active Directory server for authentication. When the
Quality Management server receives the authentication results, it accepts or rejects the user’s
access based on the authentication results.
Active Directory Information
Before you install Quality Management, you need the following domain information for Active
Directory.
43
n
Base DN
n
Domain name—you can locate the Active Directory Domain Name on the machine
running Active Directory by right-clicking Active Directory Users and Computers in
Administrative Tools, right-clicking the domain folder, and then choosing Properties.
n
Active Directory host name or IP address
Before Installing Quality Management
n
Port
n
Active Directory display name, password, and user search base
n
Admin group—a list of Active Directory users who will be allowed to log into Quality
Management Administrator and Unified Workforce Optimization as an administrator.
n
User records—for recorded users (agents) and users who will log into Quality
Management Administrator and Unified Workforce Optimization as an administrator.
Active Directory Configuration Guidelines
If you are using Active Directory with Quality Management, observe the following guidelines.
n
The Quality Management server must be on the same domain as the end users who log
in to Workforce Optimization.
n
There must be at least one configured domain.
n
Each domain must have at least one configured user path.
n
If you are using Citrix, set up a recording security group within your Active Directory. A
recording security group reduces the number of connections to the server.
n
The Quality Management server must be able to access the Active Directory server for
user authentication using the port number specified in the Domain Information dialog
box in the System Configuration Setup tool. See “Active Directory” in the Administrator
User Guide for more information.
External Storage User
If you are going to use external storage for voice and screen recordings, you must create a
username and password for the external storage user on the external storage server. You will
need the username and password when you configure the recording file storage location in the
System Configuration Setup tool.
The following services require the external storage user to access the external storage
location:
n
Jetty service
n
Screen Playback Gateway (PROXY Pro Gateway) service
44
Before Installing Quality Management
The external storage user must have admin rights to the local system and read/write access to
the external storage location. The user also needs a right called Log On As Service that allows
a service to run as that user. Usually this right has to be added and is not part of the default
rights for admin users.
You can assign these rights to the external storage user before you install Quality
Management. Go to http://technet.microsoft.com/enus/library/cc739424%28v=ws.10%29.aspx for specific instructions.
If Quality Management is already installed, you can assign these rights to the external storage
user by following the instructions above or by manually configuring the service to log in as the
external storage user described in External Storage and Services.
Cisco Unified CM
Install Cisco Unified CM per the Cisco documentation.
Follow these guidelines when installing Cisco Unified CM:
n
Create a user in Cisco Unified CM and assign the Administrative XML Layer (AXL) User
group to the user. The Quality Management administrator uses this user when:
l
l
l
Configuring the SOAP AXL Access and subscriber information in the Cisco
Unified CM window
Loading the JTAPI jar during System Configuration Setup (PostInstall.exe)
Finding devices on the VoIP Devices window in Quality Management
Administrator
Configuring Cisco Unified CM Administration for Network Recording
The following instructions explain how to configure Cisco Unified CM Administrator for
Network Recording.
45
Before Installing Quality Management
Steps
Step 1
Configuration Steps
Enable IP phone BIB
(Built-in Bridge) to allow
monitoring and recording.
Related Procedures and Topics
See “Cisco Unified IP Phone Setup” in the Cisco
Unified Communications Manager Administration
Guide.
Note: BIB is required to use the silent
monitoring and whisper features in the
Live Monitoring application.
Step 2
Add a user for the monitoring and recording
application.
See “Application User Setup” in the Cisco Unified
Communications Manager Administration Guide.
Step 3
Add the user to a access
control group that allows
monitoring and recording.
See “Application User Setup” and “Access
Control Group Setup” in the Cisco Unified
Communications Manager Administration Guide.
Step 4
Optional: Configure tones
for monitoring and recording.
You can enable a tone to alert parties on the call
that they are being monitored or recorded.
Step 5
Configure DN for a monitoring calling search
space.
See “Directory Number Setup” in the Cisco
Unified Communications Manager Administration
Guide.
Step 6
Enable recording for a line
appearance.
See “Directory Number Setup” in the Cisco
Unified Communications Manager Administration
Guide.
Step 7
Create a recording profile.
See “Recording Profile Setup” in the Cisco
Unified Communications Manager Administration
Guide.
See “Service Parameter Setup” in the Cisco
Unified Communications Manager Administration
Guide.
46
Before Installing Quality Management
Steps
Configuration Steps
Related Procedures and Topics
Step 8
Optional: Create a SIP profile for Recording CTI service.
See “SIP Profile Setup” in the Cisco Unified Communications Manager Administration Guide.
step 9
Disable the Timer Keep
Alive Expires setting.
See “SIP Profile Setup” in the Cisco Unified Communications Manager Administration Guide.
Step 10
Create a SIP trunk that
points to the Recording
CTI service.
See “Trunk Setup” in the Cisco Unified
Communications Manager Administration Guide.
Step 11
Create a route pattern for
the Recording CTI service.
See “Route Pattern Setup” in the Cisco Unified
Communications Manager Administration Guide.
Step 12
Configure the recorder for
redundancy.
See “Trunk Setup” in the Cisco Unified
Communications Manager Administration Guide.
JTAPI User
Quality Management requires that you configure a JTAPI user for Unified CM. This JTAPI user
will be used by the Recording CTI service and CUBE SIP CTI service to log in to Unified CM.
The JTAPI username and password will be required when you configure Quality Management
for Unified CM.
Note: If you are configuring Quality Management for Gateway Recording or Cisco
MediaSense Recording, you only need a JTAPI user if you intend to record screen.
To add a JTAPI user for Unified CM, see the “Adding a New User” section in the Cisco Unified
JTAPI Developers Guide for Cisco Unified Communications Manager. This document is
available on the Cisco website (www.cisco.com).
When you configure the JTAPI user, consider the following guidelines:
47
Before Installing Quality Management
n
Quality Management can share the same JTAPI user with other applications.
Example: Unified CCX and Cisco Agent Desktop can share the same
JTAPI user.
n
Assign all devices that you want to record to the JTAPI user.
n
Assign the Standard CTI Enabled group to the JTAPI user. You also need to assign the
Standard CTI Allow Call Monitoring group to the JTAPI user. Live Monitoring requires
the permissions provided by this group.
Fully Qualified Domain Name
Quality Management supports Fully Qualified Domain Names (FQDN) or hostnames and IP
addresses when configuring the system.
If you choose to use FQDN, observe the following guidelines:
n
The hostnames specified for Quality Management must be resolvable by the clients that
need to connect to it.
Note: The clients do not need to be part of the domain.
n
The client desktop must be able to connect to the server using the hostname.
n
If the client is using desktop recording, the client must be able to connect to the following
hosts:
n
l
Base server (Jetty service)
l
Database server (Upload Controller service)
l
Voice Record servers
l
Site Upload server (Upload Controller service, Jetty service, and Media webapp)
The administrator needs to connect to the base server (Jetty service).
48
Before Installing Quality Management
Supporting Asian Languages or Unicode Font
If you have user-entered data in Asian characters or Unicode font (for example, a team name,
an agent name, or a question), you must install the supplemental language support for East
Asian languages or a Unicode font. If you do not install supplemental language support or a
Unicode font, the characters do not appear in the Quality Reports when you generate a PDF
form. The following languages require supplemental language support.
n
Chinese (China)
n
Chinese (Taiwan)
n
Japanese
n
Korean
n
Russian
Installing Supplemental Language or Unicode Font Support
1. From the base server, choose one of the following options: .
l
Windows Server 2008:
a. Choose Start > Settings > Control Panel.
b. Double-click Regional and Language. The Regional and Language window appears.
c. Click the Keyboards and Languages tab.
d. Click the Install/Uninstall Languages button.
e. Select the Install Display Languages and browse to the language pack,
and then follow the prompts to install the fonts.
l
For Windows Server 2012:
a. Choose Desktop > Control Panel > Clock, Language, and Regions >
Language. The Language window appears.
b. Click Add a Language, select a language, and then click Add.
2. Restart the base server. The server might automatically restart after you install the
fonts.
3. Open Windows Explorer and go to C:\Windows\Fonts. The Fonts window appears.
49
Before Installing Quality Management
4. Select and copy the font you just added.
l
batang.tcc (Russian and Korean)
l
mingliu.tcc (Chinese and Japanese)
l
A Unicode supported font (for example, Calibri)
5. Go to the C:\Program Files\Cisco\WFO_QM\Java\lib\fonts folder and choose Edit >
Paste.
6. Restart the Monitoring and Recording Jetty service.
Supporting Asian Languages or the Unicode Font in PDF Reports
If you are using a non-Asian locale or a Unicode font, but want to include Asian characters or a
Unicode font in your PDF reports, you must perform the following steps.
Note: The HTML and CVS reports automatically display Asian characters and Unicode
fonts.
1. On the base server, go to the ...\Program Files\Cisco\WFO_QM\Jetty\calabriosolutions\reports folder and open the properties file associated with your locale.
Example: Open QMReport_fr.properties if your locale is French.
2. Find encoding= and change it to encoding=UTF-8.
3. Find font=Arial and change Arial to one of the following fonts:
l
batang.tcc (Russian and Korean)
l
mingliu.tcc (Chinese and Japanese)
l
A Unicode supported font (for example, Calibri)
4. Open Windows Explorer and go to C:\Windows\Fonts.
The Fonts window appears.
5. Select and copy the font you just added.
l
batang.tcc (Russian and Korean)
l
mingliu.tcc (Chinese and Japanese)
l
A Unicode supported font (for example, Calibri)
50
Before Installing Quality Management
6. Go to the C:\Program Files\Cisco\WFO_QM\Java\lib\fonts folder and choose Edit >
Paste.
7. Save and exit the properties file.
8. Restart the Jetty service.
51
Upgrading from Previous Versions
Quality Management supports direct upgrades from the following versions:
l
Quality Management 10.0
l
Quality Management 9.0
l
Quality Management 8.5(2)
Upgrades from all other versions are indirect as per the upgrade paths shown in the following
table.
Upgrade path
From version
10.0, 9.0, 8.5(2)
Instructions
Uninstall the existing Quality Management from the base
server, then install Quality Management 10.5.
Upgrade client desktop applications over-the-top.
8.5(1)
Upgrade to version 8.5(2). Follow the upgrade instructions in
the Cisco Unified Workforce Optimization Quality Management Installation Guide for version 8.5(2).
Before you upgrade, consult the Release Notes for Cisco Unified Workforce Optimization
Quality Management for any last minute changes to the upgrade procedure.
To upgrade from a previous version, choose one of the options in the following table, and then
complete the upgrade in the following order:
1. Complete the steps in Upgrading.
Important: The system you are upgrading to must be running a 64-bit Windows
Server. Upgrading from a 32-bit Windows Server is not supported.
2. Upgrade the client desktop applications. See "Upgrading the Client Desktop
Applications" in the Client Desktop Application Deployment Guide for more information.
52
Upgrading from Previous Versions
Proxy Host
When upgrading the Desktop Recording service or the Recording Thin Client software to the
latest version, the Proxy Host might be missing. To restore the Proxy Host, locate the Quality
Management in Programs and Features, right-click the Quality Management, choose Repair,
and follow the prompts.
Extend Screen Recording
When upgrading from 9.0(1) or earlier, the Extend Screen Recording option moves from
Dropped Event in Classifier Configuration window to the Workflow Administrator window. If
you specified multiple classifiers in a workflow, the default value (in seconds) for the Extend
Screen Recording option defaults to the highest specified value when you upgrade.
Agent Recording and Gateway Recording
When upgrading from 9.0(1) or earlier note that there has been some fundamental changes to
how recordings are managed.
Screen recording and workflow processing has been removed from the Voice Record servers
to reduce load on the Voice Record servers. The Voice Record servers only handle voice
recording.
The workflow is now processed on the base server and screen recording is performed on the
client desktop (Endpoint). Moving the screen recording to the client desktop removes host to
gateway connection issues. All screen recordings will be uploaded at EOD.
For Agent Recording:
53
n
The workflow is used to determine which screen recordings are uploaded. This reduces
network usage by only moving the screen recording once for upload, not twice (stream
and upload).
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The Recording CTI service now sends screen recording start/stop signals to either the
Desktop Record server or the Screen Record (Thin Client Recording) server.
n
Cisco Unified CM SIP is now configured to be sent to the signaling service instead of the
Voice Record servers.
Upgrading from Previous Versions
For Gateway Recording:
n
The contact reconciliation and workflow are used to determine which screen recordings
are uploaded. This reduces network usage by only moving the screen recording once for
upload, not twice (stream and upload).
For Agent Recording and Gateway Recording: a Voice Record server can only connect to one
site.
Cluster Recording
When upgrading from 9.0(1) or earlier, you must associate each Voice Record server with a
unique Recording Cluster.
Recordings Folder
When upgrading from 9.0(1) or earlier, the recordings in the daily and staging folders under
C:\Program Files\QM\Recordings are moved, renamed, and uploaded. The daily and staging
folders are then removed. Future recordings are stored in the Recordings folder until they are
uploaded.
Configured Devices
When upgrading from 9.0(1), any devices configured for Cisco MediaSense and/or CUBE in
the VoIP Devices window are removed. The devices do not require additional configuration for
Cisco MediaSense and CUBE.
VoIP Devices for Cisco MediaSense Recording
When upgrading from 9.0(1) SRx to the latest version, note that the devices assigned to
MediaSense Recording were removed from the VoIP Devices table in Quality Management
Administrator. The recording method for Cisco MediaSense Recording changed from Agent
Recording to Gateway Recording. The old VoIP devices are not compatible with Gateway
Recording.
54
Upgrading from Previous Versions
Integration Configuration
When upgrading from 9.0(1), note that the following buttons have been moved from the
Monitoring and Notification window to the Enterprise Settings window in System Configuration
Setup (PostInstall.exe) and System Configuration:
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SMTP Configuration
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SNMP Configuration
The CDR Configuration button moved to UnifiedCM under Telephony Groups in System
Configuration Setup (PostInstall.exe) and System Configuration.
If you configured a distribution list for an SMTP configuration in 9.0(1), you must create a new
distribution list when you upgrade.
IBM Informix Driver
When upgrading from 9.0(1) or earlier, note that the supported Informix Client SDK changed to
the IBM Informix Driver.
When upgrading from 9.1 SR2 or earlier, note that changed from ODBC Bridge to the
IBM Informix Driver.
The IBM Informix Driver is installed when you install Quality Management.
Integration Configuration
When upgrading from 9.0(1), note that the following buttons have been moved from the
Monitoring and Notification window to the Enterprise Settings window in System Configuration
Setup (PostInstall.exe) and System Configuration:
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SMTP Configuration
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SNMP Configuration
The CDR Configuration button moved to UnifiedCM under Telephony Groups in System
Configuration Setup (PostInstall.exe) and System Configuration.
If you configured a distribution list for an SMTP configuration in 9.0(1), you must create a new
distribution list when you upgrade.
55
Upgrading from Previous Versions
CDR Configuration
When upgrading from 10.0(1), note that the CDR Configuration button moved to UnifiedCM
under Telephony Groups in System Configuration Setup (PostInstall.exe) and System
Configuration.
Recording Methods
When upgrading from 10.0(1), the “Recording Types” section was moved to the
“Capture/Recording Methods (In-depth View)” section of the Quality Management Integration
Guide.
Deploying Client Desktop Applications
When upgrading from 9.1(1), the information for deploying client desktop applications was
moved to the Client Desktop Application Deployment Guide.
Citrix or Windows Terminal Services
When upgrading from 10.0(1), the “Citrix or Windows Terminal Services” section was moved
to the “Screen Recording for Citrix or Windows Terminal Services” section of the Desktop
Requirements Guide.
Playing a Voice Recording
When upgrading from 9.1(1) or earlier, note that the behavior for downloading and playing a
recording in the Media Player has changed.
For 9.1(1) and earlier, voice recordings were downloaded, unencrypted, and uncompressed
when you played the recording in the Media Player. The voice recording was deleted when you
changed focus from the Media Player to another application on Unified Workforce
Optimization.
56
Upgrading from Previous Versions
Starting with 9.2(1), voice recordings are downloaded, unencrypted, uncompressed, and
streamed to your web browser when you play the recording in the Media Player. The voice
recording is deleted when you clear the cache in your web browser.
Best practices: Use HTTPS to connect to Unified Workforce Optimization through a
web browser and configure the QM certificate. See Updating the Signed Certificate for
instructions on generating certificates so that you can use HTTPS.
In Microsoft Internet Explorer, select the Delete Browsing History on Exit check box on
the General tab in the Internet Options dialog box. This ensures the cache, including all
voice recordings, is cleared every time you exit Internet Explorer.
Resiliency Options
When upgrading from 10.5(1), the “Redundancy Options for Quality Management” section was
to "Resiliency Options" and moved to the Cisco Unified Workforce Optimization Quality
Management Integration Guide.
Point-based Scoring
Starting with 10.x, point-based scoring is option when creating evaluation forms. Existing
evaluation forms that use percentage-based scoring are still supported, and that type of
scoring remains an option when creating evaluation forms.
Customizing the Reports Logo
Starting with 10.5(1)x, reports output in HTML, PDF, and XLS format contain a logo in the
upper left corner next to the report title. By default, the logo is the Cisco logo.
You can customize the logo that appears in the Reporting application by replacing the default
logo with one of your own under the Enterprise Settings window in System Configuration
Setup (PostInstall.exe).
57
Upgrading from Previous Versions
User Account Control (UAC)
Starting with 10.5(1) SR1, you are no longer required to disable UAC if you are using Microsoft
SQL Server 2008 or Microsoft SQL Server 2012.
Upgrading
Use the following task to upgrade from Quality Management 8.9 or 9.x(x) to 10.5.
1. On the SQL server, back up your Quality Management database.
See Backing Up the Databases for instructions.
2. Remove the existing Quality Management.
See Removing for instructions.
If you are prompted to reboot the machine to remove the software, click No. This reboot
prematurely terminates background installation activities. You can manually reboot the
machine before you install the Quality Management upgrade.
3. Manually reboot the server.
4. Install Quality Management 10.5on the base server and select the Enable Automatic
Updates for All QM Clients check box on the Site Settings window in the System Configuration Setup utility.
Selecting the Enable Automatic Updates for All QM Clients check box ensures that
Quality Management automatically updates the client desktops after you install Quality
Management10.5.
See Installing for instructions.
5. Install the latest SR or ES, if available. See Installing a Service Release or Patch for
more information.
58
Installing Quality Management
When you install Quality Management 10.5, you must choose one of the options in the following
table and install the components as described.
Installing Quality Management
To:
Do This:
Install a
single server
configuration
1. Install Services on a Single Server.
2. Cancel System Configuration Setup.
3. Install the Latest Patch, if available, on the base server.
4. Manually Run System Configuration Setup from C:\Program
Files\Cisco\WFO_QM\bin on the base server.
5. Install the client desktop applications (see the Client Desktop
Application Deployment Guide).
6. Update the digital certificate for the Base server. See
Managing Certificates.
Services for Quality Management
Install the services for Quality Management according to your system architecture. See the
Integration Guide for more information.
System Configuration Setup runs automatically after you have installed a service or group of
services. When using System Configuration Setup, you must complete System Configuration
Setup after an installation in order for the system to function.
Install Services on a Single Server
1. Copy the setup_MonRec_<version><build>.exe, where <version> is the version number and <build> is the build number, to the base server.
2. Double-click the file setup_MonRec_<version><build>.exe to start the installation wizard.
60
Installing Quality Management
If the Open - Security Warning dialog box appears, click Run to display the Custom
Setup dialog box. The InstallShield Wizard prepares to install Quality Management and
the InstallShield Wizard dialog box appears.
3. Click Next.
The Custom Setup dialog box appears. You need to install all services that appear in
this dialog box. These services will be installed on the server.
4. To select a service, click the icon next to the service’s name to display a menu and
select This feature will be installed on Local Hard Drive. Repeat this step for each service.
The services you need to select are as follows:
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Base Services
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Database Services
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Site Upload Services
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Encoding Services
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Optional: Recording Services—this service can reside on the base server or the
Voice Record server
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CTI Services
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MediaSense Subscription Service
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CUBE SIP CTI Services
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Reconciliation Services
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Optional: Monitoring Services—This service can reside on the base server or the
Monitor server
You can change the location where the services will be installed by clicking Change
and entering a new path.
Note: The default path is C:\Program Files\Cisco. If you need to change the
path, do not specify the root directory (for example, D:\ or E:\). Always include at
least one folder in the path (for example, D:\Cisco).
5. Click Next, and then click Install.
A window appears and displays the following statement:
61
Installing Quality Management
Attention: This window is part of the Quality Management installation process.
Do not close this window, it will terminate when finished.
Leave the window open. It will close on its own after you complete System
Configuration Setup.
6. Click Finish to complete the installation of services.
If you are prompted to reboot the machine to complete the installation, click No. This
reboot prematurely terminates background installation activities. You can manually
reboot the machine after the MSIPostProcessor DOS window closes.
The services you selected are installed, and System Configuration Setup starts.
After completing this task:
1. If an SR is available for Quality Management, install the latest SR. For more
information, see Installing a Service Release or Patch.
2. Complete the System Configuration Setup windows. For more information, see Run
System Configuration Setup.
62
Installing a Service Release or Patch
Installing a Service Release or Patch
Periodically, Cisco releases updates. There are several types of updates. The update types
are described as follows:
n
Service release (SR)—contains all patches for all bugs found and fixed since the base
release of the product. An SR is cumulative. So, if two SRs are issued against a base
release, the second SR contains all the fixes provided in the first SR and new fixes for
the current SR.
An SR contains fixes for the Quality Management server and/or client desktop. Always
install the SR on the Quality Management server. The Quality Management server uses
the Automated Update feature, when you enable this feature, to update the clients when
you install an SR on the Quality Management Base Services server.
You install each SR separately and each SR appears in the Add/Remove Programs
window. Separate installation of SRs allows rollback to a previous state. If an SR is
server side only, the Add/Remove Program title includes "(Server only)."
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Engineering special (ES)—an installable component that addresses a specific bug fix
needed by one or more customers. An ES is cumulative. So, if two ESes are issued
against a base release, the second ES contains all the fixes provided in the first ES and
new fixes for the current ES. An ES can contain server and/or client fixes. Always install
an ES on the Quality Management base server for automatic update to work. An ES is
tied to a specific version of the base release and/or Service Release (SR). If the ES
contains no fixes for the client side, the Automated Update feature does not update the
clients.
You install each ES separately and each ES appears in the Add/Remove Programs
window. Separate installation of ESes allows rollback to a previous state. If an ES is
server side only, the Add/Remove Program title includes “(Server only)."
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Engineering test (ET)—An installable component that contains the files needed to
assist developers when diagnosing a problem. An ET is intended for a limited scope test.
An ET can contain server and/or client files. Apply the ET on the servers or clients
desktops that you want to test. If the ET also contains client files, install the ET directly on
the client desktop. The ET does not work with the Automated Update feature.
64
Installing a Service Release or Patch
Guidelines for Installing a Patch (SR, ES, or ET)
Use the following guidelines when installing an SR or ES:
n
Only one ET can exist on a system at a time. You cannot install an SR or ES until the ET
is removed.
n
Uninstall any ETs before you install an SR or ES.
n
When installing a major or minor upgrade on the client desktop, the ET, ESes, and SRs
are automatically removed.
n
All but the last ES or SR is uninstallable. The Remove button is disabled (hidden) for
older ESes or SRs.
n
When an ET, ES, or SR is uninstalled, the system returns to its previous state.
n
A reboot might be required if you uninstall an ET, ES, or SR. A message will appear if a
reboot is required.
Note: If you are prompted to reboot the machine to complete the removal of the
patch, click No. This reboot prematurely terminates background removal
activities. You can manually reboot the machine before you run Quality
Management.
Install the Latest Patch
Remove any engineering tests (ET) installed on the server and client desktops. See Rolling
Back to a Previous State for instructions.
Refer to the Release Notes for additional installation instructions.
This task provides the basic instructions on installing an engineering special (ES) or service
release (SR) on the Quality Management base server. If the ES or SR includes client-side
fixes, and the automatic update feature is available, then the automatic update feature will
update the clients.
1. Download QM_<version number>_SR<number>ES<number_setup>.exe to the base
server.
2. Run the executable.
65
Installing a Service Release or Patch
Before installing the SR, the SR checks for any unknown ESes on the base server. If
the SR install finds an unknown ES, the SR install displays a message and stops the
installation process. Uninstall the unknown ES from the base server and try again.
The same block will happen on the client side whether the automatic update feature is
enabled or not. If the SR install finds an unknown ES on the client side, uninstall the
unknown ES and try again.
The executable installs the files for the SR.
Note: If you are installing this SR on a Windows Server 2008, the Files in Use
window might appear. Choose Automatically Close and Attempt to Restart
Applications, and then click OK.
3. Wait five minutes for Jetty to rebuild itself before accessing Unified Workforce Optimization.
Rolling Back to a Previous State
Cisco builds each SR and ES sequentially. When you roll back to a previous state, you must
remove the SR or ES in the reverse order they were installed.
Example: Remove the last SR or ES installed first.
Use this task to remove an SR, ES, or ET installed on the base server. If you enable the
Automated Update feature, Quality Management also removes the SR or ES from the client
side to ensure the clients and base server are in sync with each other. When you remove an
SR, ES, or ET, you restore Quality Management to its previous state.
1. From the base server, choose Start > Settings > Control Panel.
The Control Panel window appears.
2. Double-click Add or Remove Programs.
The Add or Remove Programs window appears.
3. Select the SR, ES, or ET that displays “Remove me first” and then click Remove.
If there are multiple patches applied, you must remove the patches in the reverse order
they were installed. Always remove the patch that displays a “Remove me first”
66
Installing a Service Release or Patch
message first. When you remove the first patch that displayed this message, the next
patch you can remove will now display the “Remove me first” message, and so on.
Continue removing patches until you reach the desired state.
To update the Remove Me First, Remove, or Uninstall button in the Add or Remove
window when you remove multiple patches, Press F5.
The SR, ES, or ET is removed from the base server.
4. Restart the Jetty service.
67
Running System Configuration Setup
Use System Configuration Setup (PostInstall.exe) to enter the system configuration
information needed for a successful Quality Management installation.
When running System Configuration Setup, remember the following points:
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You must run System Configuration Setup on the computer that hosts the Quality
Management server.
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When you run System Configuration Setup for the first time it launches into Initial Mode.
When System Configuration Setup runs in Initial Mode:
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You cannot move forward until you enter all required information.
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You cannot skip a step.
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You can go backwards at any time to revisit a previous step.
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System Configuration Setup saves the text that you entered when you click Next.
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l
n
If a step fails, System Configuration Setup stays at the existing step until the step
succeeds or is canceled. The step attempts to run again every time you click Next.
Popup dialogs may prompt you for additional information when running in Initial
Mode. These popup dialogs provide additional task or tools you must run to fully
configure the system. Initial Mode disables the Tools menu. Any time you launch
System Configuration Setup thereafter, the System Configuration Setup tool is in
Update Mode. Update mode allows you to skip screens and jump around System
Configuration Setup. Update Mode enables the Tools menu.
System Configuration Setup does not display the same windows for each service
installation, but only those relevant to that service. You can see different steps
depending on your Quality Management configuration.
System Configuration Setup performs the following functions:
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Initially configures the system
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Configures the location of the servers
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Configures the connection information for third party software
68
Running System Configuration Setup
Example: You use System Configuration Setup to configure the
connection information for SQL, ACD, and CTI.
n
Performs data upgrade from previous versions of the system
n
Provides tools—tasks that typically occur during an installation or upgrade, you may
need to complete these tasks outside an installation or upgrade
For more information on the System Configuration Setup interface, see “System
Configuration” in the Administrator User Guide.
Run System Configuration Setup
Note: Read "System Configuration" in the Administrator User Guide before you run the
System Configuration Setup utility. "System Configuration" provides a detailed
description of the windows and fields in System Configuration Setup.
Complete the System Configuration Setup utility windows as shown in the following table.
System Configuration Setup utility entries
Window or
Dialog box
Complete as follows:
Choose one of the following options:
69
n
If you just installed an SR, start System Configuration
Setup from the executable PostInstall.exe in C:\Program
Files\Cisco\WFO_QM\bin.
n
If you are installing Quality Management without an SR, the
System Configuration Setup dialog box automatically
appears in Initial Mode.
Running System Configuration Setup
Window or
Dialog box
System Configuration
Setup
Complete as follows:
1. Choose the network address type. Your options are:
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IP Address—the IP address of the base server
Host Name—the FQDN or hostname of the base
server
2. Enter the IP address or hostname of base server.
The base server is the computer where you installed the
Base Services, Database Services, Voice/Screen
Services, and signaling service.
3. Enter the IP address or hostname of the Unified
Workforce Optimization Container.
The Unified Workforce Optimization Container is located
on the base server.
If you also purchased Workforce Management (WFM),
these products will share this container once they are
configured to point to this container.
4. Choose one of the following options:
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l
If you are running System Configuration Setup on
the base server, choose the IP address or
hostname of the base server from the Local
Services drop-down list, and then click OK.
If you are running System Configuration Setup on a
different server, choose the IP address or hostname
for the server from the Local Services drop-down
list, and then click OK.
Example: If you want to run Network Recording on
a different server and installed the Network
Recording service and Monitor service on that
server, choose the IP address for the Voice Record
server from the IP Address for Local Services drop-
70
Running System Configuration Setup
Window or
Dialog box
Complete as follows:
down list. If the computer has multiple NICs,
multiple addresses appear in the IP Address for
Local Services drop-down list. Choose the IP
address used for network traffic.
Installation Type
System Database
Choose the type of installation you want to perform. Your options
are:
n
New Installation—install this version on a new system
n
Upgrade—upgrade from a previous version
Complete the fields and click Next.
See “System Database” in the Administrator User Guide for more
information.
Database Exists
If the Database Exists dialog box appears, click OK to upgrade
your database.
The program upgrades the database and loads default data into
the database.
Database Loaded
If the Database Loaded dialog box appears, click OK to dismiss
the Database Loaded dialog box.
This dialog box appears when the database loads successfully.
Update IP Address or
Hostname
If required, update the IP address for Site Upload server (Site
Services), Voice Record server (Record Server), Monitor server,
and Media Encoding server (Encoding Server) and then click
Continue with These Changes.
This window only appears when you are upgrading your system.
Note: This dialog only appears when you are upgrading
from a previous version of Quality Management.
71
Running System Configuration Setup
Window or
Dialog box
Complete as follows:
Services Started Successfully
Click OK to dismiss the Services Started Successfully confirmation box.
Select an ACD
Choose an ACD from the Select an ACD drop-down list and then
click OK.
Choose Temporary
Encoding Storage
Location
Choose a directory where encoding files will be processed from
the Directory drop-down list. The specified directory must be
accessible by the Local System user.
Choose Temporary
Storage Location
If you want to change the path to the temporary storage location,
click Open , navigate to the folder where you want to temporarily
store recordings, and then click OK.
Note: The Choose Temporary Storage Location dialog
box only appears if this is a new installation.
Cisco Unified CC
Database
Complete the fields and click Next.
Telephony Group
Complete the fields and click Next.
See “Cisco Unified CC Database” in the Administrator User
Guide for more information.
See “Telephony Groups” in the Administrator User Guide for more
information.
The program installs the Cisco JTAPI Client. When finished, the
JTAPI Configured Successfully confirmation box appears.
Note: If the Cisco JTAPI Client does not install correctly.
You need to install JTAPI manually. See Manually Installing
the Cisco JTAPI Client for instructions.
72
Running System Configuration Setup
Window or
Dialog box
Active Directory
Options
Complete as follows:
Choose one of the following options from the Active Directory
Options drop-down list.
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Use Active Directory—Choose this option if you want to use
Active Directory to authenticate user names and
passwords.
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Use QM Authentication—Choose this option if you want to
use Quality Management to authenticate user names and
passwords.
JTAPI Configured
Successfully
Click OK to dismiss the confirmation box.
Enterprise Settings
For a new installation, upload the licenses, complete the fields,
and then click Next.
The program validates the licenses.
See “Enterprise Settings” in the Administrator User Guide for
more information.
License Validated
Successfully
Click OK to dismiss the License Validated Successfully confirmation box.
Change Administrator
Password
Type a password for the administrator in the New password field,
type the password again in the Confirm new password field, and
then click OK.
This password allows the administrator to access Quality
Management Administrator and Unified Workforce Optimization.
The password must be between 1 and 32 characters long. It is
case sensitive.
Note: If you are installing Quality Management for the first
time, the Old password field is disabled.
73
Running System Configuration Setup
Window or
Dialog box
Complete as follows:
Administrator Configuration
To promote one or more business administrators to system administrators, select the users with the Admin Role of None, click
Change Admin Role, and then click Yes.
Site Settings
Complete the fields and click Next.
Note: Site Settings only appears when you installed the
Site Upload Server. If you did not install the Site Upload
Server, skip this step.
If you choose External Storage Location, enter the path to the
storage location, and then enter username and password in the
Logon User pane.
Note: The default path is C:\Program Files\Common
Files\QM\Recordings. If you need to change the path, do
not specify the root directory (for example, D:\ or E:\).
Always include at least one folder in the path (for example,
D:\Cisco).
See “Site Settings” in the Administrator User Guide for more
information.
Proxy Configuration
Click OK to dismiss the dialog box.
In the Gateway Administrator window, perform the following
steps:
Gateway Administrator
1. Choose Local Gateway > Gateway Server > Gateway
Security.
2. Click the Click Here to Change Operation Security link.
3. Select the Record to File and Connect to File check boxes
in the Allow column, and then click OK.
74
Running System Configuration Setup
Window or
Dialog box
Gateway Security
Complete as follows:
If you are using Windows Server 2008, complete the following
steps under each tab in Gateway Security:
Note: If you are not using Windows Server 2008, skip this
task.
1. Click Add and enter the name of the user that Quality Management will use to connect for screen playback.
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If you are using external storage, enter the domain
user entered for external storage.
If you are using local storage, enter RemoteControlGateway, and then click the Check Name button.
2. Select all check boxes under the Allowed column (the Special Permissions check box is disabled and cleared).
3. Complete step 1 and step 2 for each tab, and then click
OK.
System Configuration Setup validates the changes. If the changes
are incorrect, the Gateway Security dialog box appears again.
Correct your changes and try again.
75
Gateway Administrator
Close the Gateway Administrator window, and then click OK to
dismiss the Media Server Settings dialog box.
Monitoring and Notification
Add a distribution list, complete the fields, and then click Next.
Installation Complete
Click OK to dismiss the confirmation box.
See “Monitoring and Notification” in the Administrator User Guide
for more information.
Running System Configuration Setup
Window or
Dialog box
Status
Complete as follows:
Click Finish to complete the installation.
The Status window shows the versions of all installed Quality
Management components and displays the status of the signaling
server by telephony group.
See “Status” in the Administrator User Guide for more
information.
Start Services
Click Yes.
The program starts the services for Quality Management. When
finished, the Services Started Successfully confirmation box
appears.
Services Started Successfully
Click OK to dismiss the confirmation box.
Status
Click Finish to close System Configuration Setup.
Manually Installing the Cisco JTAPI Client
Follow the instructions in this task only if the System Configuration Setup did not automatically
install the Cisco JTAPI Client.
Note: This task is not required if you are configuring Quality Management for Cisco
MediaSense Recording.
1. Stop the Recording CTI service or CUBE SIP CTI service.
2. Download the Cisco JTAPI Client from the Unified CM Plug-ins webpage.
3. Install the Cisco JTAPI Client on the Quality Management server where the Recording
CTI service or CUBE SIP CTI service is installed.
4. Copy the jtapi.jar file from the C:\WINDOWS\ java\lib folder to the C:\Program
Files\Cisco\WFO_QM\ext folder.
76
Running System Configuration Setup
If you are not using the default path to the java\lib folder specified in step 4, copy the
jtapi.jar file to correct folder.
5. Start the Recording CTI service or CUBE SIP CTI service.
6. Start System Configuration Setup from the executable PostInstall.exe in C:\Program
Files\Cisco\WFO_QM\bin.
7. Choose Tools > Test CTI Service.
The CTI Service Ready dialog box appears and displays the following message:
The CTI Service test completed successfully.
8. Click OK to dismiss the dialog box and close the System Configuration Setup window.
Entering Configuration Data in Update Mode
There are two ways to change System Configuration Setup data after it is initially entered.
n
Change the information through the System Configuration node in Quality Management
Administrator.
n
Start System Configuration Setup from the executable PostInstall.exe, located on each
server in C:\Program Files\Cisco\WFO_QM\bin.
When System Configuration Setup starts, it runs in Update Mode.
Rules for Upgrading or Modifying the ACD Database in Update Mode
Observe the following rules when you change access to the Unified CCX database in update
mode:
n
Do not change the location of the Unified CCX database after initial setup. If you do, you
might be unable to access Quality Management historical data if the structure and
contents of the new database is not the same as that of the old database.
n
Stop the Sync Service and disable this service on startup to protect the Quality
Management database before you upgrade or rebuild the Unified CCX database.
Stopping the Sync Service Before Upgrading the Unified CCX
Database
Use this task to stop the Sync Service before you upgrade the Unified CCX database.
77
Running System Configuration Setup
1. Select Start> Administrative Tools > Services. The Services window appears.
2. Right-click Monitoring and Recording Sync Service and choose Stop.
3. Right-click Monitoring and Recording Sync Service again and choose Properties.
The Monitoring and Recording Sync Service Properties window appears.
4. Choose Disabled from the Startup Type drop-down list, and click OK to save your
changes.
5. Upgrade or rebuild the Unified CCX database.
6. Return to the Services window, right-click Monitoring and Recording Sync Service and
choose Start.
7. Right-click Monitoring and Recording Sync Service again, choose Automatic from the
Startup Type drop-down list, and then click OK to save your changes.
This action enables the Sync Service on startup.
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) are running and synchronized because the Sync Service reads data
from the Unified CCX database. Failing to do so could potentially deactivate
users if there is a problem with the Unified CCX upgrade or rebuild.
8. Verify the teams and agents in the upgraded Unified CCX appear correctly.
Changing the Base Server
Use this task if you need to change the IP address or host name for the base server.
1. From the System Configuration Setup tool, choose File > Choose Base Server.
The System Configuration Setup dialog box appears window appears.
2. Choose the network address type. Your options are:
l
IP Address—the IP address of the base server.
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Host Name—the FQDN or hostname of the base server.
3. Enter the IP address or hostname of base server.
The base server is the computer where you installed the Base Services, Database
Services, Voice/Screen Services, and signaling service.
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Running System Configuration Setup
4. Enter the IP address or hostname of the Unified Workforce Optimization Container.
The Unified Workforce Optimization Container is located on the base server.
If you also purchased WFM, this product will share this container once it is configured to
point to this container. The following figure displays the System Configuration Setup
dialog box.
5. Choose one of the following options:
l
l
If you are running System Configuration Setup on the base server, choose the IP
address or hostname of the base server from the Local Services drop-down list,
and then click OK.
If you are running System Configuration Setup on a different server, choose the
IP address or hostname for the server from the Local Services drop-down list,
and then click OK.
Example: If you want to run Network Recording on a different server and
installed the Network Recording service and Monitor service on that server,
choose the IP address for the Network Recording server from the IP Address for
Local Services drop-down list. If the computer has multiple NICs, multiple
addresses appear in the IP Address for Local Services drop-down list. Choose
the IP address used for network traffic.
Changing Configuration Data in Update Mode
Use this task to change the configuration data in update mode.
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Running System Configuration Setup
1. Start System Configuration Setup by running the PostInstall.exe.
This executable is located in the C:\Program Files\Cisco\WFO_QM\bin folder.
2. Select the window you want to modify from the left pane, enter the new data in the right
pane, and then click Save on the toolbar or File > Save from the menu bar.
l
l
l
You can display the windows in any order you wish.
If you modify something in a window, you must click Save to save your changes
before you move on to another window.
If you make a change to a window but need to change back to the original
setting, click the Revert to Saved button on the toolbar. This discards any
changes you made that have not been saved, and restores the settings in the
window to the last saved version.
3. When you finish, choose File > Exit or click Close.
System Configuration Setup closes.
4. Stop and restart the modified service and all desktops for the change to go into effect.
External Storage and Services
If you select External Storage Location in the Site Settings window in System Configuration
Setup, you must configure the Jetty service and the Screen Playback Gateway (PROXY Pro
Gateway) service.
This step must be done after you install the Quality Management Base Services and before you
start recording contacts.
To use external storage, you perform the following tasks:
1. Create a username and password for the external storage user on the external storage
server.
2. Configure the Jetty service and PROXY Pro Gateway service for external storage.
Configuring Services for External Storage
1. Select Start > Administrative Tools > Services.
The Services window appears.
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Running System Configuration Setup
2. Right-click Monitoring and Recording Jetty service and choose Properties.
The Monitoring and Recording Jetty Service Properties window appears.
3. Click the Log On tab, choose This Account by providing the username and password
for the external storage server, complete the fields, and then click Apply.
If the provided information is correct, the following message will appear:
The account .\<username> has been granted the Log On As A
Service right.
where <username> is the username you provided in the This Account field.
4. Repeat step 2 and step 3 for the PROXY Pro Gateway service.
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Managing Certificates
Quality Management supports HTTPS using a self-signed certificate. The self-signed
certificate is sufficient to encrypt the communication path between the Quality Management
server and the client browsers, however it has the following limitations:
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Agents see a certificate error or security alert the first time they access Unified Workforce Optimization.
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User security is not complete. Users are vulnerable to a man-in-the-middle attack (an active form of eavesdropping where private communication is controlled by a hacker).
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Errors appear when using HTTPS if you use WFO Finesse gadgets.
You can update the certificate so that users are not required to accept self-signed certificates.
This prevents the possibility of man-in-the-middle attacks.
Important: For a deployment that includes multiple Unified Workforce Optimization
products, if every user connects to Unified Workforce Optimization on the Quality
Management base server, then you only need to update the certificate on that base
server. Follow the instructions in this section only if CAS is not connected to the Quality
Management base server and you want to use an HTTPS URL and a self-signed
certificate to access Unified Workforce Optimization.
Requirements
Follow these steps to update the Quality Management signed certificate. In order to perform
this procedure, you will need the following:
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keytool.exe, located in the Cisco\WFO_QM\Java bin directory
Example: C:\Program Files\Cisco\WFO_
QM\Java\bin\keytool.exe
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A Certificate Authority (CA) from a commercial service, like Symantec VeriSign or
GoDaddy, or a local CA like Microsoft Active Directory Certificate Services (AD CS).
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Managing Certificates
Updating the Quality Management Signed
Certificate
Follow these steps to update the Quality Management Signed Certificate.
Important: You can skip this task if you installing or upgrading from Quality
Management 9.2 SR2 10.5 or later. The certificates for Quality Management 10.0 or
earlier improperly identify the country code as USA instead of US. You need to delete
this certificate and regenerate it with the correct US country code.
1. Log in to the Quality Management base server with administrator rights.
Note: You can use Remote Desktop Protocol (RDP) to access the base server
from your desktop.
2. From the command line (cmd.exe), enter the following command to delete the existing
certificate:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common Files\QM\config\.keystore"
-storepass C@labr1o -delete -alias jetty
3. Enter the following command to create the correct certificate:
Note: Replace <IP Address> in the following command with the IP address of
the base server before you enter the command.
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common Files\QM\config\.keystore"
-storepass C@labr1o -selfcert -genkey -keyalg RSA -alias
jetty -keysize 1024 -dname "C=US, S=MN, L=Minneapolis,
O=Calabrio Inc, OU=Quality Management, CN=<IP Address>" sigalg sha1WithRSA -validity 1000000 -v
Example: "C:\Program Files\Cisco\WFO_
QM\Java\bin\keytool.exe" -keystore "C:\Program
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Managing Certificates
Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -selfcert -genkey -keyalg RSA -alias jetty keysize 1024 -dname "C=US, S=MN, L=Minneapolis,
O=Calabrio Inc, OU=Quality Management,
CN=198.51.100.23" -sigalg sha1WithRSA -validity 1000000
-v
4. Press the Enter key when the Enter key password for <jetty> prompt appears.
5. Restart the Jetty service on the base server from Start > Control Panel > System and
Security > Administrative Tools > Services.
6. Verify the certificate works by entering the following URL in your browser:
https://<base server>
where < base server> is the host name or IP address of the server that hosts the
Unified Workforce Optimization Container.
A security warning will appear but you should still be able to log in to Unified Workforce
Optimization with a valid username and password.
Creating a Certificate Signing Request (CSR) for
the Base Server
Perform the following task to create a Certificate Signing Request (CSR) for the base server.
1. From the command line on the base server, enter one of the following commands:
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If the users will access Unified Workforce Optimization using an IP address, use:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common
Files\QM\config\.keystore" -storepass C@labr1o -certreq
-alias jetty -file jetty.csr
This command generate a CSR for Quality Management.
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If the users will access Unified Workforce Optimization using one or more
domain names, use:
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Managing Certificates
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common
Files\QM\config\.keystore" -storepass C@labr1o -certreq
-alias jetty -file jetty.csr -ext
san=dns:<myDomain>,dns:<yourDomain>
For information on using IP addresses in this instance, see Using an IP address
for a SAN in Internet Explorer.
Note: If you want to include multiple domains, use a comma to separate
each domain.
This command uses the keytool -ext option to specify multiple domain names.
Example: "C:\Program Files\Cisco\WFO_
QM\Java\bin\keytool.exe" -keystore "C:\Program
Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -certreq -alias jetty -file jetty.csr -ext
san=dns:qmcert.pdi.ld,dns:qmcert2.pdi.ld
The jetty.csr resides in the following location:
C:\Users\<username>
where <username> is the login name for the user with administrator rights.
IP Address Limitations for SANs in Internet Explorer
Once you specify an IP address or host name as a Subject Alternative Name (SAN), you lose
the ability to connect to Quality Management by using that IP address or host name in Internet
Explorer. Theoretically, you could specify an IP address or host name as a SAN using the
following format:
san=dns:<myDomain>,ip:<IP address>
Example: san=dns:mydomain.com,ip:192.0.2.0
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Managing Certificates
However, Internet Explorer does not recognize IP addresses or host names and will display a
security error indicating a certificate mismatch.
To work around this limitation, you can specify the IP address or host name as a Domain Name
System (DNS) name using AD CS. See Certificates and Active Directory for more information.
Note: You cannot use keytool.exe to configure the IP address or host name as a DNS.
Most CAs do not allow this. Only AD CS allows your to specify an IP address or host
name as a DNS.
Certificates and Commercial Services
You can generate signed Quality Management certificates using commercial services such as
VeriSign, Thawte, or GoDaddy.
Generating Certificates Using Commercial Services
Step 1: Submit the CSR to your Certificate Authority.
The procedure for obtaining a signed Quality Management certificate varies by vendor. Consult
your chosen vendor's website for instructions for requesting a signed certificate.
Note: Your CA will return to you a signed Quality Management certificate, and possibly
one or more intermediate certificates.
See Expired Quality Management Certificate from a Commercial Service for additional
information.
Step 2: Import the root certificate from the Certificate Authority into the Quality
Management keystore.
Import the CA root and any intermediate certificates into the keystore. These certificates can
be acquired from the CA used to generate the signed Quality Management certificate.
Note that you might not need these certificates if they are already part of the Java cacerts store
like VeriSign or Thawte. Lesser known CAs like GoDaddy, or an internal AD CS, will need to
be installed on the base server and also on the client web browser.
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Managing Certificates
1. Log in to the Quality Management base server with administrator rights.
Note: You can use Remote Desktop Protocol (RDP) to access the base server
from your desktop.
2. From the command line on the base server, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Cisco\WFO_
QM\Java\lib\security\cacerts" -storepass changeit -list -v
This command lists the existing CA certificates that comes bundled with QM Java.
Note: If your CA appears in this list, you do not need to install it.
3. If your root certificate is not already installed, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common Files\QM\config\.keystore"
-storepass C@labr1o -importcert -trustcacerts -alias <CA
name> -file <CA name>.cer
where <CA name> is the name of the certificate.
Important: Always import the root certificate first.
4. Click Yes when the when the following prompt appears:
Trust this certificate?
This prompt appears because the certificate is self-signed (that is, the certificate is
issuer of the certificate is also the owner) and the keytool cannot follow the chain back
to a trusted root CA.
Step 3: Import intermediate certificates into the Quality Management keystore.
Note: You can skip this step if the Quality Management certificate was signed by the
root CA. If the Quality Management certificate was signed by an intermediate CA, then
all intermediate certificates in the chain back to the root certificate must be imported.
From the command line on the base server, enter the following command:
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Managing Certificates
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -trustcacerts -alias <CA name> -file <CA
name>.cer
where <CA name> is the name of the certificate.
This command imports the intermediate certificates into the Quality Management keystore.
Step 4: Import the signed Quality Management certificate.
From the command line on the base server, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -alias jetty -file jetty.cer
This command imports the signed certificate into the Quality Management keystore.
Step 5: Restart the Jetty service.
On the Quality Management base server, use the Windows Services utility in the Control Panel
to restart the Jetty service.
Step 6: Import root and intermediate certificates into the client web browsers.
This step is not necessary in the following situations:
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The Quality Management certificate was signed by a well-known CA such as VeriSign,
or Thawte. Most modern browsers come with the major commercial CA root certificates
already installed. Lesser known CAs might not be installed.
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You are using Internet Explorer and an Active Directory CA where the Quality
Management base server and clients are all in the same Active Directory domain
To determine if you need to perform this step, start the client web browser and try to access
Unified Workforce Optimization using the following URL:
https://<base
server>/cwfo/apps/login.html?userLang=en&userTheme=
cisco&userCountry=
where <base server> is the host name or IP address of the server of the Quality Management
base server.
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Managing Certificates
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If you can connect without errors or requests to install certificates, you do not have to perform this step.
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If you see a message indicating that the issuer of the certificate is not trusted, you need
to perform this step.
Best Practices: Chrome provides more descriptive error messages when updating
certificates. Use Chrome to troubleshoot certificate errors.
For more information about installing root and intermediate certificates on the client desktop,
see Installing Root and Intermediate Certificates on Client Desktops.
Expired Certificate from a Commercial Service
Your CA will assign an expiration date to the Quality Management certificate. When the Quality
Management certificate expires you will need to create a new CSR and import it to replace the
expired CSR. To replace an expired Quality Management certificate:
1. Create a signed CSR for the Base Server.
2. Submit the CSR to your Certificate Authority.
3. Import the root certificate.
Note: Root and intermediate certificates only need to be reimported when you
use a different CA.
4. Import the intermediate certificates.
5. Import the signed certificate.
6. Restart the Jetty service.
To view the expiration date, double-click the Quality Management certificate or after the Quality
Management is installed use the keytool -list command.
Certificates and Active Directory
You can generate signed Quality Management certificates using Active Directory Certificate
Server (AD CS). AD CS is a CA.
When generating Active Directory certificates, remember the following points:
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Managing Certificates
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The AD CS for the root domain generates its own self-signed certificate. The issuer and
owner are the same. AD CS also signs the certificate for the intermediate certificate.
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A self-signed certificate is generated by Quality Management when it is installed. When
a web browser encounters this certificate, it views the certificate as a security violation
and generates an error.
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The intermediate AD CS signs the certificate for the Quality Management base server
and replaces the base server IP address with its own domain name in the Issuer field.
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When all the certificates are signed, each certificate is linked to the previous certificate,
with the final or root certificate included in the web browser's trusted root certificate
store. This is known as a certificate chain. In this scenario, the web browser does not
generate certificate errors.
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Root and intermediate certificates must be installed on both the Quality Management
base server and the web browser on each client machine.
Verifying the AD CS Supports the SAN Certificate Feature
By default, the AD CS server does not allow the ability to add SAN attribute to certificates. You
need to enable this feature on you AD CS server.
AD CS has policy modules that provide different services. The policy modules provide different
types of extensions that can be enabled so clients can submit their requests for those features.
The CertificateAuthority_MicrosoftDefault.Policy is the default policy module on a Windows
2003 Certificate server. By default, it does not allow the ability to add SAN attributes to
certificates.
Use the Certificate Database Tool to check the values of the Certificate Services registry keys
and enable the SAN attribute:
1. From the command line on the Windows 2003 or 2008 Certificate server, go to the
C:\Program Files\Support Tools directory and enter the following command:
certutil -getreg policy\EditFlags
The command lists the Certificate Services registry keys.
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Managing Certificates
2. Verify that EDITF_ATTRIBUTESUBJECTALTNAME2 EditFlag is enabled.
3. If the EditFlag is not enabled, enter the following command:
certutil -setreg policy\EditFlags +EDITF_
ATTRIBUTESUBJECTALTNAME2
4. On a Windows 2008 Certificate server only, you need to enter these additional
commands:
certutil –setreg policy\SubjectAltName enabled
certutil –setreg policy\SubjectAltName2 enabled
net stop certsvc
net start certsvc
For more information, go to the following topics on Microsoft website:
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Policy Modules: http://msdn.microsoft.com/en-us/library/aa387348%28v=vs.85%29.aspx.
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SAN certificate feature: http://techontip.wordpress.com/2011/06/06/how-to-make-sureinternal-certificate-authority-is-supporting-san-certificate-feature/
Generating Certificates Using Active Directory
Follow these steps to generate certificates using Active Directory Certificate Services
(AD CS).
Step 1: Create a root CA signed certificate from AD CS.
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Managing Certificates
1. Log in to the Active Directory server for the root AD CS.
Note: You can use Remote Desktop Protocol (RDP) to access the AD CS from
your desktop.
2. From Internet Explorer on the Active Directory server, enter the following URL:
http://<myRoot>/certsrv
where <myRoot> is the root domain's IP address or hosts name. The AD CS for this
domain is the root for this network.
Example: http://192.0.2.8/certsrv
3. Click Download a CA Certificate, Certificate Chain, or CRL.
4. Select Base 64 encoded.
Note: Quality Management can only import Distinguished Base-64 encoded
X.509 formatted certificates. These certificates have the following extension:
CER.
5. Click Download the CA certificate and specify a descriptive name for the root
certificate.
Example: 192.0.2.8_root_x509.cer
See Microsoft Knowledge Base 555252 and Expired Quality Management Certificate
from AD CS for additional information.
Step 2: Download the intermediate certificates.
Note: You can skip this step if there are no intermediate certificates.
Perform this procedure for each intermediate certificate.
1. Log in to the Active Directory server for the intermediate AD CS.
2. From Internet Explorer on the Active Directory server, enter the following URL:
http://<myIntermediate>/certsrv
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Managing Certificates
where <myIntermediate> is the intermediate domain's IP address or hosts name. The
AD CS for this domain where the Quality Management base server.
Example: http://192.0.2.21/certsrv
3. Click Download CA certificate, certificate chain, or CRL.
4. Click Download CA certificate and specify a descriptive name for the intermediate
certificate.
Example: 192.0.2.21_intermediate-cert_x509.cer
Step 3: Use the CSR to create a signed Quality Management certificate.
Note: This step requires that the EDITF_ATTRIBUTESUBJECTALTNAME2 EditFlag
is enabled in the Certificate Services registry. See Verifying the AD CS supports the
SAN Certificate Feature for instructions.
1. Log in to the Active Directory server for the intermediate AD CS.
2. From Internet Explorer on the Active Directory server, enter the following URL:
http://<myIntermediate>/certsrv/
where <myIntermediate> is the intermediate domain IP address or host name. This is
the domain where the Quality Management base server resides.
Example: http://192.0.2.8/certsrv
3. Click Request a Certificate.
Note: On some CA servers you might get an additional page where you must
click Advanced Certificate Request.
4. Click Submit a certificate request by using a base-64-encoded CMC or PKCS #10 file,
or submit a renewal request by using a base-64-encoded PKCS #7 File.
5. Open the CSR file that you created in Step 1 and copy the entire contents of the file into
the Saved Request field, including the following lines:
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Managing Certificates
----BEGIN NEW CERTIFICATE REQUEST-------END NEW CERTIFICATE REQUEST
6. Select Web Server in the Certificate Template field.
7. To access the Quality Management base server using an host name or IP address,
type the host name or IP address as a Subject Alternative Name (SAN) in the
Attributes field. The format is as follows:
SAN:DNS=<myDomain or IP address>
where <myDomain or IP address> is the host name or IP address.
Note: If you want to more than one host name or IP address, use an ampersand
to separate each host name or IP address.
Important: Once you specify a host name as a SAN DNS attribute, you will lose
the ability to connect to the Quality Management base server using an IP
address. If you try connecting to the Quality Management base server using an
IP address, you will a security error indicating a certificate mismatch. If you want
to continue connecting to Quality Management base server using an IP address
in Internet Explorer, you need to also add the IP address as a SAN DNS
attribute to the Attributes field.
Example: SAN:DNS=my.domain.com&DNS=192.0.2.0
8. Click Submit.
9. Select Base 64 encoded and click Download certificate.
Note: Quality Management can only import Base-64 encoded X.509 formatted
certificates. These certificates have the following extension: CER.
10. When prompted, provide a descriptive file name for the certificate.
Example: jetty.csr
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Managing Certificates
11. Click Save As and specify where the file will be located.
12. Go to the location of the certificate and double-click the certificate file.
13. Select Certification Path tab, and verify the certification path is correct. It should include
the IP address of the Quality Management base server and the chain of certificates
back to the root CA (see graphic).
If the certification path is not correct, download the root and intermediate certificates
again from the correct AD CS domains.
If you added SAN attributes, click the Details tab and verify the SAN attributes are
correct.
Note: The AD CS will fail silently if the SAN attributes are not configured
properly.
See Expired Quality Management Certificate from AD CS for additional information.
Step 4: Import the root certificate into the Quality Management keystore.
1. Log in to the Quality Management base server with administrator rights.
Note: You can use Remote Desktop Protocol (RDP) to access the base server
from your desktop.
2. From the command line on the base server, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Calabrio\WFO_
QM\Java\lib\security\cacerts" -storepass changeit -list -v
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Managing Certificates
This command lists the existing CA root certificates that comes bundled with QM Java.
If your CA appears in this list, you do not have to proceed. If it is not in the list, continue
to the next step.
3. Enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common Files\QM\config\.keystore"
-storepass C@labr1o -importcert -trustcacerts -alias <CA
name> -file <CA name>.cer
where <CA name> is the certificate file name.
Important: Always import the root certificate first.
Example: "C:\Program Files\Cisco\WFO_
QM\Java\bin\keytool.exe" -keystore "C:\Program
Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -trustcacerts -alias 192.0.2.8_
root_x509 -file 192.0.2.8_root_x509.cer
4. Click Yes when the when the following prompt appears:
Trust this certificate?
This prompt appears because the certificate is self-signed (that is, the certificate is also
the owner) and the keytool cannot follow the chain back to a trusted root.
Step 5: Import intermediate certificates into the Quality Management keystore.
Note: You can skip this step if the Quality Management certificate was signed by the
root CA. If the Quality Management certificate was signed by an intermediate CA, then
all intermediate certificates in the chain back to the root must be imported.
From the command line on the Quality Management base server, enter the following
command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
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Managing Certificates
C@labr1o -importcert -trustcacerts -alias <CA name> -file <CA
name>.cer
where <CA name> is the certificate file name.
Step 6: Import the Quality Management Jetty certificate into the Quality Management
keystore.
From the command line on the Quality Management base server, enter the following
command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -alias jetty -file jetty.cer
This command imports the signed Jetty certificate into the Quality Management keystore.
If the importation is successful, you will see the following message:
Certificate reply was installed in keystore.
Step 7: Restart the Jetty service.
On the Quality Management base server, use the Windows Services utility in the Control Panel
to restart the Jetty service.
Step 8: Import root and intermediate certificates into the client web browsers.
This step is not necessary in the following situations:
n
The Quality Management certificate was signed by a well-known CA such as VeriSign,
or Thawte. Most modern browsers come with the major commercial CA root certificates
already installed. Lesser known CAs might not be installed.
n
You are using Internet Explorer and an Active Directory CA where the Quality
Management base server and clients are all in the same Active Directory domain
To determine if you need to perform this step, start the client web browser and try to access
Unified Workforce Optimization using the following URL:
https://<base
server>/cwfo/apps/login.html?userLang=en&userTheme=
cisco&userCountry=
where <Quality Management server> is the host name or IP address of the server of the
Quality Management base server.
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Managing Certificates
n
If you can connect without errors or requests to install certificates, you do not have to perform this step.
n
If you see a message indicating that the issuer of the certificate is not trusted, you need
to perform this step.
Best Practices: Chrome provides more descriptive error messages when updating
certificates. Use Chrome to troubleshoot certificate errors.
For more information about installing root and intermediate certificates on the client desktop,
see Installing Root and Intermediate Certificates on Client Desktops.
Expired Certificate from AD CS
Your CA will assign an expiration date to the Quality Management certificate. When the Quality
Management certificate expires you will need to create a new CSR and import it to replace the
expired CSR. To replace an expired Quality Management certificate:
1. Create a signed CSR for the Base Server.
2. Create a root CA signed certificate from AD CS.
3. Download intermediate certificates.
4. Use the CRS to create a signed certificate.
5. Import the root certificate.
6. Import the intermediate certificates.
Note: Root and intermediate certificates only need to be reimported when you
use a different CA.
7. Restart the Jetty service.
To view the expiration date, double-click the Quality Management certificate or after the Quality
Management is installed use the keytool -list command.
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Managing Certificates
Installing Root and Intermediate Certificates on
Client Desktops
To install the root an any intermediate certificates on a client desktop:
1. Copy the root and any intermediate certificates to any location the client desktop.
Note: The root certificate must be installed first, and after that any intermediate
certificates. Follow theses steps for each certificate you want to install.
2. Double-click the certificate to open the Certificate dialog box.
3. On the General tab, click Install Certificate and then click Next.
4. Select the Place all certificates in the following store option, and then click Browse to
select a certificate store:
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For the root certificate, choose Trusted Root Certificate Authorities store
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For intermediate certificates, choose Intermediate Certificate Authorities store
5. Click Next and then Finish. When asked if you want to install the certificate, click Yes.
6. Click OK after the certificate is installed.
7. Click OK to dismiss the dialog box.
To verify that the certificates where installed correctly:
Open Internet Explorer and enter the following URL:
https://<base
server>/cwfo/aps/login.html?userLang=en&userTheme=
cisco&userCountry=
where <base server> is the host name or IP address of the server that hosts the Quality
Management base services.
If the certificates are correctly installed you should not see any security warnings. The URL
contains HTTPS and a Lock icon appears in the Address bar.
99
Installing Server Applications
You can install the Recording Thin Client from a web page that resides on the Quality
Management server. Quality Management creates this web page when you install the Base
Services.
The web page is ScreenRecordingThinClient.htm. This page contains a link to the Recording
Thin Client. The Recording Thin Client allows screen recording on a Citrix server. The
Recording Thin Client does not support the Automated Update feature.
Install the Recording Thin Client on the Citrix server after you install the services for Quality
Management.
Installing the Recording Thin Client on a Citrix
Server
Use this task to manually install the Recording Thin Client on a Citrix server.
1. Open the Citrix server’s web browser and access the ScreenRecordingThinClient.htm
on the base server.
http://<base server>/TUP/QM/ScreenRecordingThinClient.htm
Where <base server> is the IP address or hostname for the base server. Note that this
address is case sensitive.
2. Follow the installation instructions on the web page to upgrade the applications on the
client desktop.
3. Restart the Citrix server when prompted to ensure the services start correctly.
100
After Installing Quality Management
Read this section and ensure all tasks are complete after you install Quality Management.
CAD and Finesse Integration
If your environment includes CAD or Finesse, you can integrate CAD or Finesse with Quality
Management through the Recording API. See the Integration Guide for CAD and Finesse for
instructions.
102
Removing Quality Management
Uninstall Quality Management in the following order:
1. From the base server:
a. Clear the Enable Automatic Updates for All QM Clients check box on the Site
Settings window in Quality Management Administrator.
b. Remove Quality Management ETs, if any.
c. Remove Quality Management SRs and ESes, if any.
2. From the client desktops, use Programs and Features or Add/Remove to remove the
Cisco Unified WFO Monitoring and Recording Recording (Desktop Recording service).
Note: If you are removing version 8.9 before upgrading your software, you can
skip this step.
3. From the base server, use Programs and Features or Add/Remove to remove Quality
Management.
Note: If you are prompted to reboot the machine to complete the installation,
click No. This reboot prematurely terminates background removal activities. You
can manually reboot the machine later.
4. Remove the Cisco Unified Communications Manager JTAPI client.
5. Remove the PROXY Pro Gateway service.
6. If you were prompted to reboot the machine, reboot the machine now.
7. Some files might not be deleted after you perform these tasks. If the Cisco folder exists
on the machine, delete it. The default path to the Cisco folder is as follows:
C:\Program Files\Cisco
Note: You might not be able to delete the files in the folder because they are
locked. To unlock the files, reboot the machine and try again.
Recordings are not uploaded from client or server computers when you remove Quality
Management. They are maintained in the folder located at ..\Program Files\Common
104
Removing Quality Management
Files\SQM\Recordings on the same drive where you installed the services for Quality
Management.
The default location on the storage server for uploaded recordings is:
C:\Program Files\Common Files\QM\Recordings
If you did not use the default location, you specify the custom location you used when you
installed Quality Management.
NOTE: A user must log in as an administrator in order to remove any Quality
Management applications.
Removing a Quality Management Client Desktop
Application
Use this procedure to uninstall the components identified in Removing .
1. Open the Windows Control Panel.
2. Double-click Add or Remove Programs.
3. From the list, select the application you wish to remove and click Remove.
If you are running Windows 7, a Reboot Warning dialog box might appear behind the
current window after you install the application. Move the current window out of the
way to check for the Reboot Warning dialog box.
If you are prompted to reboot the machine to remove the software, click No. This reboot
prematurely terminates background installation activities. You can manually reboot the
machine before you install any software.
Important: If you have multiple client desktop applications for Quality
Management installed on one computer, and wish to uninstall one application
and leave the rest, you must uninstall all of the applications, reboot your
computer, and then reinstall the desired set of applications. The applications
share certain third-party files, and uninstalling one application may remove files
needed by the remaining applications.
105
Removing Quality Management
If you intend to reinstall Quality Management after completely removing an older
version (a clean install), verify that the recording storage folder structures are removed
before installing the new version.
Windows removes the application.
Removing the Quality Management Databases
Using the Windows Control Panel on the Quality Management server to remove services does
not remove the Quality Management database (SQMDB).
Important: If you intend to reinstall or upgrade Quality Management, and you want to
retain historical data, you must not remove the Quality Management database.
To remove the Quality Management database completely, complete the following task.
1. On the server that hosts the Quality Management database, launch and log in to
Microsoft SQL Server Management Studio.
2. In the left navigation pane, expand the Databases node and right-click SQMDB.
3. From the popup menu, choose Delete.
The Delete Object window appears.
4. Select the Close existing connections check box and then click OK.
106
Backup and Restore
There are two situations when you need to create a backup of Quality Management data.
n
Upgrading your system to the latest version of Quality Management.
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Making a disaster recovery backup for Quality Management data.
Quality Management Database Disaster Recovery
Use the Backup and Restore features available in the Microsoft SQL Server Management
Studio to back up and restore Quality Management version databases.
The SQMDB database stores historical data and report data.
Back up the databases to a folder on the computer that hosts the Microsoft SQL Server.
Note: After you back up the Quality Management database, it is advisable to copy the
backup files to another location for safekeeping.
Backing Up the Databases
Use this task to back up your Quality Management system.
1. On the server that hosts the Quality Management database, launch and log in to
Microsoft SQL Server Management Studio.
2. Right-click the database name (SQMDB) under the Databases node.
A menu appears.
3. Choose Tasks > Back Up.
The Restore Database window appears.
4. Complete the fields and click OK.
108
Backup and Restore
Restoring the Database
Use this task when you need to restore your Quality Management system from the backup files
due to a database corruption or some other problem.
1. Close Quality Management Administrator.
2. Stop the following services for Quality Management:
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DB Cleaner service
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DB Proxy service
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MANA service
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Sync service
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Upload Controller service
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Network Recording service
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Monitor service
n
Jetty on the Site Upload server and the base server
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MediaSense Subscription service
3. On the server that hosts the Quality Management database, launch and log in to
Microsoft SQL Server Management Studio.
a. Right-click the database name (SQMDB) under the Databases node.
A menu appears.
b. Choose Tasks > Restore > Database.
The Restore Database window appears.
c. Complete the fields and click OK.
4. Restart the services for Quality Management you stopped in step 2.
109
Documentation
Documentation
The following documents contain additional information about Quality Management.
n
Cisco Unified Workforce Optimization Quality Management Application User Guide
n
Cisco Unified Workforce Optimization Quality Management Administrator Guide
n
Cisco Unified Workforce Optimization Quality Management Integration Guide for CAD
and Finesse
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Cisco Unified Workforce Optimization Error Code Dictionary
n
Cisco Unified Workforce Optimization Quality Management Server Installation Guide
n
Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide
n
Cisco Unified Workforce Optimization Quality Management Release Notes
n
Cisco Unified Workforce Optimization Desktop Requirements Guide
n
Cisco Unified Workforce Optimization Media Player User Guide
n
Cisco Unified Workforce Optimization Getting Started Guide
n
Cisco Unified Workforce Optimization Client Desktop Application Deployment Guide
110
Index
base server
A
changing 78
batang.tcc 50
ACD database
upgrade rules 77
Active Directory 43
before installing 38
before installing QM 38
certificates 89
C
configuration guidelines 44
CAD 102
domain information 43
Calibri 50
Active Directory Certificate Server
(AD CS) 89
AD CS 89
SAN certificate feature 90
capacity guidelines
single base server
configuration 14
Voice Record server 13
Administrator privilege 43
CDR Configuration 56
Administrators group 43
Certificate Authority (CA) 82
after installing 102
certificate error 82
Agent Recording 53
Asian languages 50
Certificate Signing Request (CSR)
84
AXL 45
certificates
B
backup 108
Active Directory 89
commerical services 86
backup and restore 108
112
Index: Chinese – HTTPS
managing 82
deployment checklists 32
requirements 82
Desktop Experience 38
Chinese 49-50
desktop requirements 24
Cisco Agent Desktop 102
disaster recovery 108
Cisco MediaSense Recording 54
Cisco Unified CCX 32
Cisco Unified CM 30, 45
Cisco Unified CM
Administration 45
E
environment 10
event timestamps 10
expired certificate
commercial service 89
Citrix 56
Expired certificate
Citrix server 100
AD CS 98
client applications 100
Extend Screen Recording 53
client desktop application 35
external storage 44, 80
client desktops
F
intermediate certificate 99
root certificate 99
FDQN 48
cluster recording 54
Finesse 82, 102
commercial services 86
firewall requirements 24
concurrent users 13
Fully Qualified Domain Name
(FDQN) 48
Configuration Setup 68
G
configured devices 54
Gateway Recording 53
CSR 84
D
database
restoring 109
generating certificates
AD CS 91
commercial service 86
H
upgrading 77
113
Default Instance 39
hard disk space requirements 18
deploying client applications 56
HTTPS 82
Index: Informix JDBC Driver – operating environment
I
M
Informix JDBC Driver 55
man-in-the-middle attack 82
installing 60
managing certificates 82
installing a patch
Microsoft SQL server 38
guidelines 65
Microsoft SQL Server 21, 23, 39
installing latest patch 65
Express Edition 41
installing patch 64
installing QM 26, 32, 35, 60
Express Edition
considerations 42
installing service release 64
installing 39
installing services
maintenance plans 40
single server 60
requirements 20
intermediate certificate 99
roles 40
introduction 8
Standard Edition 41
Microsoft SQL Server Browser 41
IP address
Microsoft Windows Server 38
limitations 85
guidelines 38
IP phone BIB 46
J
mingliu.tcc 50
Mixed Mode authentication 39
Japanese 49-50
MPEG4 video 38
Jetty service 44, 67, 80
N
JTAPI 45
JTAPI user 30, 47
K
Named Instance 39
named users 13
network policies 43
keytool.exe 82
Network Time Protocol (NTP) 10
Korean 49-50
O
L
ODBC Bridge 55
limits 24
operating environment 11
114
Index: optional features – Unicode font
optional features 36
Russian 49-50
P
S
planning ahead 26
SAN certificate feature 90-91
point-based scoring 57
security alert 82
Policy Modules 91
self-signed certificate 82
PostInstall.exe 55, 68-69, 77
server capacity guidelines 13
pre-installation checklists 26
server hardware requirements 11
preparing a site 26
server operating systems 11
Proxy Host 53
services
R
recording methods 56
Recording Thin Client
installing 100
recordings folder 54
references 110
removing 104
removing client desktop
application 105
Installation Wizard 60
shares 24
Signed Certificate
updating 83
SNMP requirements 43
SOAP AXL 45
SQL Browser Service 39
SQL Collations 39
storage calculator 19
removing databases 106
supplemental language 49
reports logo 57
sync service
requirements
hard disk space 18
resiliency options 57
resource reservation 24
restore 108
roll back 66
stopping 77
system environment 10
system requirements 10
T
testing Quality Management 36
U
root certificate 99
Unicode font 49-50
115
Index: update mode – Windows Terminal Services
update mode 68, 77
Update Mode 79
update moede
entering configuration data 77
upgrades 58
upgrading from previous
versions 52
V
virtual server environment 23
VMware ESX 23
VMware ESXi 23
Voice Record server
capacity guidelines 13
voice recording
playing 56
VoiIP devices 54
W
WAV 17, 19-20, 38
Windows Server 2008 38
Windows Server 2012 38
Windows SNMP Service 42
Windows Terminal Services 56
116