Avaya Workforce Optimization
Enterprise Manager Configuration and
Administration Guide
Release 15.1
Issue 3
March 2016
Copyright
Except where expressly stated otherwise, no use should be made of materials on this
site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All
Notice
content on this site, the documentation, Hosted Service, and the Product provided by
While reasonable efforts have been made to ensure that the information in this
Avaya including the selection, arrangement and design of the content is owned either
document is complete and accurate at the time of printing, Avaya assumes no liability by Avaya or its licensors and is protected by copyright and other intellectual property
for any errors. Avaya reserves the right to make changes and corrections to the
laws including the sui generis rights relating to the protection of databases. You may
information in this document without the obligation to notify any person or organization not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way
of such changes.
any content, in whole or in part, including any code and software unless expressly
Documentation disclaimer
authorized by Avaya.
"Documentation" means information published by Avaya in varying mediums which may Unauthorized reproduction, transmission, dissemination, storage, and or use without
include product information, operating instructions and performance specifications that the express written consent of Avaya can be a criminal, as well as a civil offense under
Avaya may generally make available to users of its products and Hosted Services.
the applicable law.
Documentation does not include marketing materials. Avaya shall not be responsible
Virtualization
for any modifications, additions, or deletions to the original published version of
Each product has its own ordering code and license types. Note that each Instance of a
documentation unless such modifications, additions, or deletions were performed by
product must be separately licensed and ordered. For example, if the end user
Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents,
servants and employees against all claims, lawsuits, demands and judgments arising customer or Avaya Channel Partner would like to install two Instances of the same type
of products, then two products of that type must be ordered.
out of, or in connection with, subsequent modifications, additions or deletions to this
© 2016 Avaya Inc.
All Rights Reserved.
documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked websites referenced
within this site or documentation provided by Avaya.
Avaya is not responsible for the accuracy of any information, statement or content
provided on these sites and does not necessarily endorse the products, services, or
information described or offered within them.
Avaya does not guarantee that these links will work all the time and has no control over
the availability of the linked pages.
Warranty
Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales
agreement to establish the terms of the limited warranty. In addition, Avaya's standard
warranty language, as well as information regarding support for this product while under
warranty is available to Avaya customers and other parties through the Avaya Support
website: http://www.avaya.com/support or such successor site as designated by Avaya.
Please note that if you acquired the product(s) from an authorized Avaya Channel
Partner outside of the United States and Canada, the warranty is provided to you by
said Avaya Channel Partner and not by Avaya.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE,
HTTP://SUPPORT.AVAYA.COM/LICENSEINFO, OR SUCH SUCCESSOR SITE AS
DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS,
USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC.,
ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE)
UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL
PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA
DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM
ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL
PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST
YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A
LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR
AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE
ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE
SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND
"END USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A
BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE
AVAYA AFFILIATE ("AVAYA").
Avaya grants you a license within the scope of the license types described below, with
the exception of Heritage Nortel Software, for which the scope of the license is detailed
below. Where the order documentation does not expressly identify a license type, the
applicable license will be a Designated System License. The applicable number of
licenses and units of capacity for which the license is granted will be one (1), unless a
different number of licenses or units of capacity is specified in the documentation or
other materials available to you. Software" means Avaya's computer programs in object
code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone
products, pre-installed, or remotely accessed on hardware products, and any upgrades,
updates, bug fixes, or modified versions thereto. "Designated Processor" means a
single stand-alone computing device. "Server" means a Designated Processor that
hosts a software application to be accessed by multiple users. "Instance" means a
single copy of the Software executing at a particular time: (i) on one physical machine;
or (ii) on one deployed software virtual machine ("VM") or similar deployment.
License types
Shrinkwrap License (SR). You may install and use the Software in accordance
with the terms and conditions of the applicable license agreements, such as
“shrinkwrap” or “clickthrough” license accompanying or applicable to the Software
(“Shrinkwrap License”).
Third Party Components
"Third Party Components" mean certain software programs or portions thereof included
in the Software or Hosted Service may contain software (including open source
software) distributed under third party agreements ("Third Party Components"), which
contain terms regarding the rights to use certain portions of the Software ("Third Party
Terms"). As required, information regarding distributed Linux OS source code (for those
Products that have distributed Linux OS source code) and identifying the copyright
holders of the Third Party Components and the Third Party Terms that apply is
available in the Documentation or on Avaya's website at:
http://support.avaya.com/Copyright or such successor site as designated by Avaya.
You agree to the Third Party Terms for any such Third Party Components.
Note to Service Provider
The product may use Third Party Components subject to Third Party Terms that do not
allow hosting and require a Service Provider to be independently licensed for such
purpose. It is your responsibility to obtain such licensing.
Preventing Toll Fraud
"Toll Fraud" is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee, agent,
subcontractor, or is not working on your company's behalf). Be aware that there can be
a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can
result in substantial additional charges for your telecommunications services.
Avaya Toll Fraud intervention
If you suspect that you are being victimized by Toll Fraud and you need technical
assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at
+1-800-643-2353 for the United States and Canada. For additional support telephone
numbers, see the Avaya Support website: http://support.avaya.com, or such successor
site as designated by Avaya. Suspected security vulnerabilities with Avaya products
should be reported to Avaya by sending mail to: securityalerts@avaya.com.
Trademarks
The trademarks, logos and service marks ("Marks") displayed in this site, the
Documentation, Hosted Service(s), and Product(s) provided by Avaya are the
registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are
not permitted to use such Marks without prior written consent from Avaya or such third
party which may own the Mark. Nothing contained in this site, the Documentation,
Hosted Service(s) and Product(s) should be construed as granting, by implication,
estoppel, or otherwise, any license or right in and to the Marks without the express
written permission of Avaya or the applicable third party.
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners.
Linux® is the registered trademark of Linus Torvalds in the U.S. and
other countries.
Downloading Documentation
For the most current versions of Documentation, see the Avaya Support website:
http://support.avaya.com, or such successor site as designated by Avaya.
Contact Avaya Support
See the Avaya Support website: http://support.avaya.com for Product or Hosted
Service notices and articles, or to report a problem with your Avaya Product or Hosted
Service. For a list of support telephone numbers and contact addresses, go to the
Avaya Support website: http://support.avaya.com (or such successor site as designated
by Avaya), scroll to the bottom of the page, and select Contact Avaya.
Contents
1
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Summary of Content . . . . . . . . . . .
What is the Enterprise Manager? . . . . .
The Enterprise Manager Installation Tree
Enterprise menu options . . . . . . . . .
System Management > Enterprise menu
2
. . . .
. . . .
. . . .
. . . .
options
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.9
10
11
12
12
Enterprise Suite Initial Configuration Workflow . . . . . . . . . . . . . . . . . . . . . . 14
Configuration Prerequisites . . . . . . . . . . . . . . . .
Documentation Review . . . . . . . . . . . . . . . .
Enterprise Suite Installation . . . . . . . . . . . . . .
License and Product Activation . . . . . . . . . . . . .
Disable Secondary Network Interface Cards (Consolidated
Administrator Configuration Access Privileges . . . . . .
Enterprise Suite Initial Configuration Workflow . . . . . . .
3
.
.
.
.
.
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
Server only) .
. . . . . . .
. . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
15
15
15
16
16
17
18
Enterprise Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Installations Tree Overview . . . . . . . . . . . . . . . . . .
The Nodes of the Installations Tree . . . . . . . . . . . . .
Use the Installation Tree Nodes to Represent an Organization
Hierarchical Nature of Installation Tree Nodes . . . . . . . . .
Manage Installations Tree Nodes . . . . . . . . . . . . . . .
Create, Edit, and Delete Nodes . . . . . . . . . . . . . . .
Move Installation Tree Nodes . . . . . . . . . . . . . . . .
Create Installations and Server Clusters Beneath a Site Node
Generate Reports . . . . . . . . . . . . . . . . . . . . .
Manage Servers . . . . . . . . . . . . . . . . . . . . . . .
Work with Servers. . . . . . . . . . . . . . . . . . . . .
Copy Server Configurations . . . . . . . . . . . . . . . .
Work with External Servers . . . . . . . . . . . . . . . .
Enterprise Settings. . . . . . . . . . . . . . . . . . . . . .
Test SMTP Settings . . . . . . . . . . . . . . . . . . . .
Security Settings . . . . . . . . . . . . . . . . . . . . . .
View Configuration Status . . . . . . . . . . . . . . . . . .
View a List of Configuration Errors . . . . . . . . . . . . .
View Queued Configuration Changes . . . . . . . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
22
23
27
29
30
30
49
50
50
51
51
54
58
63
71
72
81
81
84
Contents
View Configuration Message Status. . . . . . . . . . . . . . . . . . . . . .
View Configuration Message Details . . . . . . . . . . . . . . . . . . . . .
Export a Configuration Message to a Zip File . . . . . . . . . . . . . . . . .
Delete Configuration Messages . . . . . . . . . . . . . . . . . . . . . . . .
View Software Version Information for Servers and Maintenance Releases (Patches)
View the Software Version Information . . . . . . . . . . . . . . . . . . . .
Filter the View of the Version Information . . . . . . . . . . . . . . . . . . .
Generate the Version Report . . . . . . . . . . . . . . . . . . . . . . . . .
Generate the Software Report . . . . . . . . . . . . . . . . . . . . . . . .
Manage Recording Channels . . . . . . . . . . . . . . . . . . . . . . . . . .
Determine the Number of Recording Channels Currently Assigned . . . . . . .
Topology Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Scheduling the Creation of the Topology Report . . . . . . . . . . . . . . . .
Manually Create a Topology Report in Excel or XML Format. . . . . . . . . . .
Topology Report Screen Description . . . . . . . . . . . . . . . . . . . . .
Topology Report Contents . . . . . . . . . . . . . . . . . . . . . . . . . .
Server Clusters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Types of Server Clusters Supported . . . . . . . . . . . . . . . . . . . . .
Server Cluster Administration Procedures . . . . . . . . . . . . . . . . . . .
Create a Speech Transcription Server Cluster (Site Zone Cluster) . . . . . . . .
Create an Application Server Cluster (step-by-step) . . . . . . . . . . . . . .
View and Filter the Installations Tree . . . . . . . . . . . . . . . . . . . . . .
View Installation Tree Details . . . . . . . . . . . . . . . . . . . . . . . .
Find Installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
View Server Icon and Tooltip Status . . . . . . . . . . . . . . . . . . . . .
Filter the Installation Tree . . . . . . . . . . . . . . . . . . . . . . . . . .
Create and Edit an Installation Tree Filter . . . . . . . . . . . . . . . . . . .
The Configuration Messages Status Icon . . . . . . . . . . . . . . . . . . . .
Expand Error Messages on Enterprise Manager Screens . . . . . . . . . . . . .
4
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 85
. 90
. 92
. 93
. 95
. 95
. 101
. 107
. 109
. 110
. 113
. 114
. 115
. 117
. 118
. 120
.127
. 127
. 128
. 135
. 135
. 142
. 142
. 143
. 144
. 145
. 146
. 149
. 151
Server Role Configuration and Administration . . . . . . . . . . . . . . . . . . . . . .
152
Overview . . . . . . . . . . . . . . . . . . . . . . . . . .
Map Server Roles to Platforms . . . . . . . . . . . . . . . .
Platforms and Deployment Levels . . . . . . . . . . . . .
About Activating or Deactivating Server Roles . . . . . . . . .
Activate/Deactivate Server Roles . . . . . . . . . . . . . .
Configure Recording Channels . . . . . . . . . . . . . . . .
Configure Server Roles . . . . . . . . . . . . . . . . . . . .
Set Server Role Associations . . . . . . . . . . . . . . . .
Configuration Details: Data Center Zone Server Roles . . . . .
Framework Applications Server Role and Associations . . . .
Forecasting and Scheduling Server Role and Associations . .
Framework Database Server Role and Associations . . . . .
Framework Data Warehouse Server Role and Associations . .
Reporting Services Server Role and Associations . . . . . .
Search and Replay Role and Associations . . . . . . . . . .
Framework Integration Service Server Role and Associations.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 153
. 154
. 155
. 156
. 157
. 159
. 160
. 165
. 167
. 168
. 169
. 170
. 174
. 177
. 178
. 180
4
Contents
Interaction Flow Manager Server Role and Associations . . . . . . . . . . . . . . .
Interaction Applications Server Role and Associations . . . . . . . . . . . . . . . .
Interaction Data Warehouse Server Role and Associations . . . . . . . . . . . . . .
Web Services Server Role and Associations . . . . . . . . . . . . . . . . . . . . .
Contact OLTP Database Server Role and Associations . . . . . . . . . . . . . . . .
Contact Database Server Role and Associations . . . . . . . . . . . . . . . . . . .
QM Database Server Role and Associations . . . . . . . . . . . . . . . . . . . . .
Archive Database Server Role and Associations . . . . . . . . . . . . . . . . . . .
Archive Database Service (eWare-based Only) Server Role and Associations . . . . .
Biometrics Database server role and associations . . . . . . . . . . . . . . . . . .
Biometrics Database role associations . . . . . . . . . . . . . . . . . . . . . . .
Configuration Details: Site Zone Server Roles . . . . . . . . . . . . . . . . . . . . .
Recorder Integration Service Server Role and Associations . . . . . . . . . . . . . .
IP Recorder Role and Associations . . . . . . . . . . . . . . . . . . . . . . . . .
TDM Recorder Role and Associations . . . . . . . . . . . . . . . . . . . . . . . .
Screen Recorder Role and Associations . . . . . . . . . . . . . . . . . . . . . . .
Content Server Role and Associations . . . . . . . . . . . . . . . . . . . . . . .
IP Analyzer Role and Associations . . . . . . . . . . . . . . . . . . . . . . . . .
Central Archive Roles and Associations . . . . . . . . . . . . . . . . . . . . . . .
Real Time Speech Engine Server Role and Associations . . . . . . . . . . . . . . .
Telephony Playback Service Server Role and Associations . . . . . . . . . . . . . .
Import Manager Server Role and Associations. . . . . . . . . . . . . . . . . . . .
Legacy Extraction Manager Server Role and Associations . . . . . . . . . . . . . .
Customer Feedback Integration Service Server Role and Associations. . . . . . . . .
Customer Feedback Survey Server Role and Associations . . . . . . . . . . . . . .
Analytics Framework server role and associations . . . . . . . . . . . . . . . . . .
Recorder Ingestion Web Service server role and associations. . . . . . . . . . . . .
Risk Assessment Engine server role and associations . . . . . . . . . . . . . . . .
Biometrics Engine server role and associations . . . . . . . . . . . . . . . . . . .
Enrollment Engine server role and associations . . . . . . . . . . . . . . . . . . .
RTP Proxy Server Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Speech Analytics Server Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Speech Analytics Configuration Workflow . . . . . . . . . . . . . . . . . . . . . .
Speech Analytics Server Role Descriptions . . . . . . . . . . . . . . . . . . . . .
Speech Analytics Data Center Configuration. . . . . . . . . . . . . . . . . . . . .
Speech Analytics Service Server Roles . . . . . . . . . . . . . . . . . . . . . . .
Speech Analytics Database Server Roles . . . . . . . . . . . . . . . . . . . . . .
Configure Speech Analytics Topology . . . . . . . . . . . . . . . . . . . . . . . .
Speech Analytics Site Zone Configuration . . . . . . . . . . . . . . . . . . . . . .
Desktop and Process Analytics Server Roles. . . . . . . . . . . . . . . . . . . . .
DPA Applications Server Role and Associations . . . . . . . . . . . . . . . . . . .
DPA Database Server Role and Associations. . . . . . . . . . . . . . . . . . . . .
External Servers and Their Roles . . . . . . . . . . . . . . . . . . . . . . . . . . .
External Forecaster DB Server Role and Associations . . . . . . . . . . . . . . . .
External Recorder Server Role and Associations . . . . . . . . . . . . . . . . . . .
Retriever Role and Associations . . . . . . . . . . . . . . . . . . . . . . . . . .
External Acquisition Recorder (former External ULTRA Recorder) Role and Associations
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 181
. 183
. 187
. 192
. 192
. 196
. 200
. 205
. 207
. 209
. 210
. 211
. 212
. 214
. 215
. 216
. 217
. 220
. 220
. 221
. 222
. 227
. 228
.230
. 231
. 234
. 238
. 240
. 241
. 243
. 245
. 247
. 247
. 249
. 249
. 249
. 259
. 263
. 268
. 270
. 270
. 271
. 275
. 276
. 276
. 278
. 278
5
Contents
External Screen Recorder Role and Associations . . . . . . . . . .
External Screen Storage Role and Associations . . . . . . . . . .
External Storage Role and Associations . . . . . . . . . . . . . .
External Telephony Playback Service Server Role and Associations .
External Speech Transcription Service Server Role and Associations
ACR Server Roles and Associations . . . . . . . . . . . . . . . . .
ACR Integration Server Role and Associations . . . . . . . . . . .
ACR Recorder Server Role and Associations . . . . . . . . . . . .
ACR Replay Server Role and Associations . . . . . . . . . . . . .
Server Role Administration Procedures . . . . . . . . . . . . . . .
Create a Server Role from an Existing Role . . . . . . . . . . . .
Copy Server Role Settings . . . . . . . . . . . . . . . . . . . .
Establish One Server Role as Secondary to Another . . . . . . . .
Upgrade or Downgrade a Role . . . . . . . . . . . . . . . . . .
5
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 279
. 280
. 281
. 282
. 283
. 284
. 284
. 284
. 285
. 286
. 286
. 287
. 288
. 290
Enterprise Manager Location Settings . . . . . . . . . . . . . . . . . . . . . . . . . .
291
EM Server Updated Status Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
6
Log Collection with Information Collector . . . . . . . . . . . . . . . . . . . . . . . .
294
Log Collection Zip Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Information Collector Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Create and Download Log Collection Zip Files . . . . . . . . . . . . . . . . . . . . . . . . . 299
7
Enterprise Manager Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . .
Common Troubleshooting Issues and Procedures . . . . . . . . . . . . . . . . . . .
A Server’s Alarms Display after the Server is Deleted . . . . . . . . . . . . . . . .
Alarm Configuration Errors in the Active Alarms Window . . . . . . . . . . . . . . .
Browsing Directly to Recorder Manager or Enterprise Manager Agent . . . . . . . . .
Changing System Time to a Future Time Causes Enterprise Manager Tasks to Stop
Functioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuration Changes Remain in the Queued State and Do Not Change to the Pending
Message State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enterprise Manager Distributes Configuration Changes Slowly When Deployed on an
Application Server Cluster . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NIC Configuration Change or IP Address Change Causes Message Distribution to Stop .
Ensuring All Configuration Changes Are Implemented on a Server . . . . . . . . . .
Enterprise Manager Server Cluster Not Functioning Correctly. . . . . . . . . . . . .
Error Message Indicates Failed To Authenticate . . . . . . . . . . . . . . . . . . .
Error Message Indicates the IP Address of the Server Could Not Be Determined . . . .
Error Message Indicates Unknown Host . . . . . . . . . . . . . . . . . . . . . . .
When Configuring A Server Role an Error Indicates Directories Weren’t Created . . . .
Collect Logs in Troubleshooting Scenarios . . . . . . . . . . . . . . . . . . . . . . .
Using Advanced Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Turn Advanced Mode On or Off . . . . . . . . . . . . . . . . . . . . . . . . . . .
Manually Refreshing a Server’s Configuration Cache . . . . . . . . . . . . . . . . .
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
.
.
.
.
.
.
.
.
.
.
.
.
303
. 304
. 304
. 305
. 305
. . . . 306
. . . .307
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 308
. 308
. 309
. 310
. 311
. 313
. 314
. 315
. 317
. 318
. 319
. 319
6
Contents
8
Architecture and Technical Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enterprise Manager Architecture . . . . . . . . . . . . . . . .
Enterprise Manager Basic Deployment Model (Data Center Zone
The Installations Tree (Servers and Server Roles) . . . . . . .
Other Configuration Settings . . . . . . . . . . . . . . . . .
Communication Over HTTP(S) . . . . . . . . . . . . . . . .
Handling of Configuration Changes by the Enterprise Manager .
Enterprise Manager Agent . . . . . . . . . . . . . . . . . .
Security (Authentication and Authorization) . . . . . . . . . .
Enterprise Manager Operational Processes and Concepts . . . . .
Locating the Installation Directory . . . . . . . . . . . . . .
Server Discovery . . . . . . . . . . . . . . . . . . . . . .
Version and Patches Display Processes . . . . . . . . . . . .
Adding a Server. . . . . . . . . . . . . . . . . . . . . . .
Blocking and Unblocking a Server . . . . . . . . . . . . . .
Deleting Servers . . . . . . . . . . . . . . . . . . . . . .
Upgrade or Roll Back a Server Role. . . . . . . . . . . . . .
Activating/Deactivating Server Roles . . . . . . . . . . . . .
Editing a Server Role . . . . . . . . . . . . . . . . . . . .
Associating/Disassociating Server Roles . . . . . . . . . . .
Launching Recorder Manager from Enterprise Manager Process.
Alarm Processes . . . . . . . . . . . . . . . . . . . . . .
Enterprise Manager Background Processes . . . . . . . . . . .
CMS Proxy (Backward Compatibility) Process . . . . . . . . .
Licensing and Serial Number Processes . . . . . . . . . . . .
Custom Data/Calculated Custom Data Import Task . . . . . .
Configure Alarms and Messaging Adapters and HTTP Settings . .
Configure EM HTTP Settings . . . . . . . . . . . . . . . . .
Configure EM Alarm Collection Settings . . . . . . . . . . . .
Configure EM Messaging Settings . . . . . . . . . . . . . .
Information Collector Architecture and Processes . . . . . . . .
Information Collection Process and ZIP File Streaming . . . . .
Information Collector ZIP Files . . . . . . . . . . . . . . . .
Information Collector Collect Between Setting. . . . . . . . .
Auditing System Architecture . . . . . . . . . . . . . . . . . .
The Audit Viewer . . . . . . . . . . . . . . . . . . . . . .
Audited Actions and Database Tables . . . . . . . . . . . .
Enterprise Manager Audit Entries. . . . . . . . . . . . . . .
Enterprise Manager Agent and Recorder Manager Audit Entries.
Detection of Tampered or Missing Audit-Entry Files . . . . . .
Troubleshooting the Auditing System . . . . . . . . . . . . .
. .
and
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. .
. . . . . .
Site Zone) .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
. . . . . .
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
321
. 322
. 322
. 325
. 333
. 333
. 337
. 340
. 343
. 347
. 347
. 347
. 349
.353
. 354
.355
. 356
. 361
. 362
. 362
. 362
. 363
. 370
. 370
. 372
. 375
. 378
. 378
. 379
. 381
. 383
. 383
. 385
. 387
. 389
. 389
. 390
. 390
. 391
. 393
. 393
7
Chapter 1
Overview
The Enterprise Manager application is the primary administrative tool you use to
configure and administer the servers in the enterprise.
From the Enterprise Manager, you can perform these tasks:


Perform an initial configuration of the Enterprise Suite - Follow the step-bystep description in Enterprise Suite Initial Configuration Workflow on page 18 to
complete the initial configuration of Enterprise suite. All reference and procedural
documentation you need to complete each step of this workflow is provided in this
documentation.
Administer the Enterprise Suite servers - After performing the initial
configuration of the Enterprise Suite, you use the Enterprise Manager in the ongoing
administration of the system.
This document describes all settings and procedures related to the basic end user
features of the Enterprise Manager application, and includes a detailed discussion of
the Enterprise Manager architecture and its internal technical operations.
Related topics

Summary of Content, page 9

What is the Enterprise Manager?, page 10

Enterprise menu options, page 12
Chapter 1 - Overview
Summary of Content
Summary of Content
This document includes these chapters:


Chapter 2 “Enterprise Suite Initial Configuration Workflow” - Provides a step-bystep description of the workflow you must follow to perform the initial configuration
of the Enterprise suite. This chapter also describes the prerequisite conditions that
must be met before you can perform the initial configuration of the Enterprise suite.
Chapter 3 “Enterprise Management” - Provides reference and procedural
information associated with all configuration screens, settings, and buttons
available from the Enterprise Management menu of the System Management
tab. Topics discussed in this chapter include the following:

Installations Tree Overview, page 22

Manage Servers, page 51

Enterprise Settings, page 63

Security Settings, page 72

View Configuration Status, page 81






View Software Version Information for Servers and Maintenance Releases
(Patches), page 95

Manage Recording Channels, page 110

Server Clusters, page 127

View and Filter the Installations Tree, page 142

The Configuration Messages Status Icon, page 149
Chapter 4 “Server Role Configuration and Administration” - Serves as the primary
procedural and reference chapter for the configuration of server roles, which is one
of the most important and complex steps in Enterprise suite configuration. This
chapter discusses the mapping of server roles to server platforms, explains how to
activate and deactivate server roles, and how to configure server roles and server
role associations. This chapter describes every server role in the system, and
provides descriptions for every setting available for each server role.
Chapter 5 “Enterprise Manager Location Settings” - Describes the settings that
enable the remote servers to authenticate configuration messages sent to them by
the Enterprise Manager.
Chapter 6 “Log Collection with Information Collector” - Explains how to use the
Information Collector to gather log files created by server role components. In
troubleshooting scenarios, these log files provide insight into server activities.
Chapter 7 “Enterprise Manager Troubleshooting” - Explains the Enterprise Manager
troubleshooting tools and provides solutions for common problems associated with
the Enterprise Manager.
Chapter 8 “Architecture and Technical Concepts” - Provides advanced technical
information for field engineers and other technical personnel who have mastered
the end user features of the Enterprise Manager. This chapter explains how the
Enterprise Manager functions, and discusses important technical concepts and
background processes associated with the Enterprise Manager. Understanding this
information will make you a more effective user of the application and assist you in
troubleshooting problems with the application.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
9
Chapter 1 - Overview
What is the Enterprise Manager?
What is the Enterprise Manager?
The Enterprise Manager serves as the primary administration tool for all of the managed
servers deployed in your enterprise, including those deployed both in the Data Center
and in remote geographical locations (or sites).
NOTE
A “managed server” is any server that includes the Enterprise Manager
Agent software that enables the server to be managed and configured
from Enterprise Manager.
The Enterprise Manager is a Java-based web application that runs on an Oracle Weblogic
server. The Oracle Weblogic server is installed on the Windows server as part of the
Enterprise Manager installation.
The Enterprise Manager application features are available from the System
Management screen in the Enterprise Portal web application. The Enterprise Manager
application supports these basic administrative functions:







Provides a hierarchical view of the Installations (the Installations tree user
interface). This user interface uses Site Group, Site, Server, and Server Role nodes
(icons) to create a visual representation of your enterprise.
Handles configuration settings for all of the managed servers in the enterprise.
Generally, these configuration settings are either Enterprise-level settings that
apply to all managed servers in the enterprise, or server and server role settings
that apply to individual managed servers. The Enterprise Manager architecture uses
XML to manage the configuration settings.
Allows you to configure Custom Data (Attributes) Recording Rules, Centralized
Archive Manager (CAM), and Data Sources for managed servers and other
applications. Data Sources are entities that provide data to the system. An example
of a Data Source is a phone switch or PBX, which provides the data for voice
recording. Another example of a Data Source is a LAN (Screen), which provides the
data for screen recording.
Connects to managed servers using HTTP (or HTTPS) and distributes configuration
changes to the servers using a reliable messaging protocol.
Monitors the managed servers to detect the installation of any new software on the
servers, such as new server roles or components. Also detects the version number
of servers, and components installed on the managed servers.
Configures alarm behavior and collects alarm summary information from the
managed servers.
Launches applications on the managed servers that enable you to respond to and
acknowledge alarms, and to configure Recorder servers. The two primary
applications launched from Enterprise Manager are the Recorder Manager (RM)
application and the Enterprise Manager Agent (EMA) application.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
10
Chapter 1 - Overview
NOTE
The Enterprise Manager Installation Tree
When working with the Enterprise Manager application, do not refresh
popup browser windows using either the F5 key or the View > Refresh
menu option available from the web browser. The Enterprise Manager
includes its own refresh functionality to automatically refresh the popup
windows that are launched from Enterprise Manager screens. Enterprise
Manager does not support refreshing the popup windows using the
manual refresh functionality provided by the web browser.
The Enterprise Manager Installation Tree
The Enterprise Manager Installations tree is a major user interface component of the
Enterprise Manager.
The Installations tree provides the administrator with a set of nodes that the
administrator uses to create a graphical view of the Enterprise and to configure the
managed servers in the enterprise. These nodes include:

Enterprise node

Site Group node

Site node


Installation node (This node can represent a managed server or an external server.
The Installation node is also commonly referred to as the Server node.)
Server role node
If you are not familiar with the Enterprise Manager application or the Enterprise
Manager Installations tree, you should review the information in “Installations Tree
Overview” on page 22 before performing any procedures in this documentation.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
11
Chapter 1 - Overview
Enterprise menu options
Enterprise menu options
This document discusses the Enterprise Manager menus and configuration settings you
use to manage the Installations tree, and to configure servers and server roles.
Related topics
System Management > Enterprise menu options, page 12
System Management > Enterprise menu options
You use the System Management > Enterprise menu options to configure and
manage the Installations tree and the servers in the Enterprise.
The table below briefly summarizes the functionality available from each of the System
Management > Enterprise menu items.
System Management >
Enterprise menu item
Description
Settings
Use this menu to create and manage the Installations
tree. You can add site groups, sites, and servers to the
Installations tree. You can also copy servers, move
servers, and block distribution of configuration changes
to servers from this menu.
Enterprise Settings
Use this menu to specify configuration settings common
to all servers in the enterprise. You can specify
credentials for important system-wide accounts, specify
the SMTP server the system uses, schedule system
maintenance times, and system backup locations from
this tab.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
12
Chapter 1 - Overview
System Management > Enterprise menu options
System Management >
Enterprise menu item
Description
Security
Use this menu to specify SSL, data encryption, and
application security settings that apply to all servers in
the enterprise.
Version
Use this menu to view version information about any
server in the enterprise. You can also view version
information about service packs, hot fix rollups, server
role components, and server role component patches
installed on any server in the enterprise.
Configuration Status
Use this menu to view configuration errors associated
with each server. You can also view a variety of status
information about configuration messages sent from the
Enterprise Manager to its managed servers.
Topology Report
Generate a topology report in upgrade and
troubleshooting scenarios. This report provides shows
all items licensed in the enterprise. The report also
shows details about every server in the enterprise, such
as hardware/software installed and disk capacity, that
are useful when evaluating the system for upgrades.
Data Center Migration Internal Use Only
Use this feature when upgrading a server to the next
service pack or major release. See the Migration Guide
for instructions on using this feature.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
13
Chapter 2
Enterprise Suite Initial
Configuration Workflow
After completing the server installations, either the customer or an authorized customer
engineer uses the Enterprise Manager application to perform the initial configuration of
the Enterprise suite.
This chapter describes all prerequisite conditions that must be met before performing
the initial configuration of the Enterprise suite and also lists all steps required to
complete the initial configuration workflow.
All of the information required to complete each step of the initial configuration is
available in subsequent chapters of this documentation. The documentation sections
that are relevant to each step in the workflow are noted in Enterprise Suite Initial
Configuration Workflow, page 18.
This chapter includes the following topics:

Configuration Prerequisites, page 15

Enterprise Suite Initial Configuration Workflow, page 18
Chapter 2 - Enterprise Suite Initial Configuration Workflow
Configuration Prerequisites
Configuration Prerequisites
Before performing an initial configuration of the Enterprise suite, you must ensure that
each of these four prerequisite conditions is met:

Documentation Review, page 15

Enterprise Suite Installation, page 15

License and Product Activation, page 16

Disable Secondary Network Interface Cards (Consolidated Server only), page 16

Administrator Configuration Access Privileges, page 17
Documentation Review
Make sure that you have reviewed all of the appropriate documentation before
performing the initial Enterprise suite configuration workflow presented in this chapter.
For example:



The Customer Furnished Equipment (CFE) Guide - This guide defines the required
servers for a particular customer deployment. You can use this guide to determine
the data center site, the remote sites, and the platforms required at each site. This
guide is also useful for configuring database retention periods and database preallocation values.
The customer’s site preparation checklist
The customer’s Configuration Report, which describes the customer deployment
requirements.

The Workforce Optimization Technical Overview Guide

The System Installation Upgrade Guide
Enterprise Suite Installation
Before you can perform the initial configuration workflow presented in this chapter, it is
mandatory that you have successfully installed the Enterprise suite. Successful
installation includes the following:

Physical set up and installation of all servers required for the enterprise deployment,
with information recorded regarding server name, port number, qualified domain
name, and HTTP alias (used only by Application servers), and so on.
You will need this information when configuring individual servers in the Enterprise
Manager Installations tree.

Appropriate server platforms (set of server roles) selected for each server as
required for the enterprise deployment, where the appropriate deployment zone
(Data Center zone or Site zone) is identified for each server.
You will need this information to determine how to set up the hierarchy (Site
Groups, Sites, and Servers) in the Enterprise Manager Installations tree.
For example, you might want to ensure that all servers with data center platforms
are added to the same Site in the Enterprise Manager Installations tree, and that all
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
15
Chapter 2 - Enterprise Suite Initial Configuration Workflow
License and Product Activation
servers physically located a particular remote office are added to a single Site that
represents that remote office.
NOTE

If you are not familiar with organizational hierarchies, or the Enterprise
Manager Installations tree, see The Nodes of the Installations Tree on
page 23 and Use the Installation Tree Nodes to Represent an Organization
on page 27.
Default administrator (superuser) logon ID and password entered.
For details on server set up and the Enterprise Suite installation, see the appropriate
Suite installation guide (for installations including Recorder, or no recorder).
License and Product Activation
Before you can perform the initial configuration workflow presented in this chapter, it is
mandatory that you first complete the license and product activation procedures.
If you have not performed the license and product activation procedures, perform them
now before beginning the Enterprise suite initial configuration workflow steps.
You can find the detailed procedures for license and product activation in these books:

Workforce Optimization Installation Guides

Workforce Optimization System Administration Guide
Disable Secondary Network Interface Cards
(Consolidated Server only)
If your environment uses a Consolidated server, only one Network Interface Card (NIC)
can be enabled on the server when you perform the configuration workflow procedures.
Disable all Network Interface Cards (NICs) on the server except the primary NIC before
you begin these procedures.
If multiple NICs are enabled on a Consolidated server, you cannot add a server to the
Enterprise Manager Installations tree during the configuration process (due to problems
resolving the server’s FQDN).
NOTE
After you complete the configuration workflow procedures, you can reenable the additional NICs on the Consolidated server. If you re-enable
the additional NICs, it is mandatory that you restart the Consolidated
server after re-enabling the NICs. Configuration changes will not be
processed correctly if you fail to restart the server after re-enabling the
additonal NICs.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
16
Chapter 2 - Enterprise Suite Initial Configuration Workflow
Administrator Configuration Access Privileges
Administrator Configuration Access Privileges
To perform the initial configuration workflow presented in this chapter, you must log in
to the suite using an administrator account that has full privileges and access rights
required to configure the entire suite.
Once the Enterprise Suite has been installed, a default Administrator role is created
which includes the full privileges and access rights to the system required to complete
the Enterprise suite initial configuration workflow.
However, following initial Suite installation and configuration, the Administrator role’s
access to the original default privileges and their scope may be changed.
For example, the Administrator role for certain individuals can be changed so that they
only have access to configure a single site node or server or server role on the
Enterprise Manager Installations tree, instead of all of them. With this type of access,
other parts of the installation tree are generally not visible and cannot be configured.
NOTE
For more details about the Installation tree and its structure, see
Installations Tree Overview on page 22.
The procedure below describes how the Administrator role’s access privileges can be
expanded or limited.
To change Administrator access to configuration roles and privileges:
1
Log on to the suite web portal as the system administrator.
2
Navigate to User Management > Security > User Access Rights.
3
Select the individual who needs access rights to configure elements on the
installation tree, such as servers and server nodes.
4
Click Edit Access Rights.
On the right panel, a list of role names available within the Suite displays, and
below them several columns, including Installation Scope. The Installation
Scope area, when expanded, shows the structure of the installation tree with all
site nodes, and beneath each site node, all server installation nodes and their server
roles.
5
Under Role Name, make sure Administrator is selected.
6
In the Installation Scope area, select the level of installation for which you want
the administrator to have access. All sub-levels of your selection are automatically
selected as well.
For example, if you select the check box for the top level of the installation, all other
check boxes are automatically selected, and the user can configure any level of the
installation.
Or, if you just want the administrator to configure a particular site node or server
node, select that node. The administrator only has the ability to configure that site
node and its servers.
7
Click Save.
For more details on user management, refer to the Workforce Optimization User
Management Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
17
Chapter 2 - Enterprise Suite Initial Configuration Workflow
Enterprise Suite Initial Configuration Workflow
Enterprise Suite Initial Configuration
Workflow
This section shows the step-by-step workflow for the initial configuration of the
Enterprise suite. You perform these configuration steps using the Enterprise Manager
application.
NOTE
Configuration in the Enterprise Manager application must be complete
before creating, updating, or deleting users in the User Management
module.
In the table below, the Relevant Documentation Topics column shows the specific topics
in this documentation that contain the information needed to complete each step.
Step
Procedure
Relevant Documentation Topics
1
Ensure all prerequisite conditions are
met
Configuration Prerequisites, page 15
2
Configure the Installations tree
Reference Topics:
Installations Tree Overview, page 22
What is a Server?, page 326
Work with External Servers, page 58
a.
Create Site Group nodes
Create a Site Group, page 33
b.
Create Site nodes
Create a Site, page 35
c.
Add Server nodes underneath the
Site Group or Site nodes
Create or Edit a Server (Windows
Domain), page 37
(You can add both managed servers
and external servers.)
Create and Work with an External
Server, page 59
3
Configure the Enterprise Settings
and Security
a.
Configure the Enterprise Settings
Enterprise Settings, page 63
b.
Configure the Security settings
Security Settings, page 72
4
Configure the Server Roles
Reference Topics:
Server Role Configuration and
Administration, page 152
What is a Server Role?, page 327
How Server Roles are Managed by
Enterprise Manager, page 331
a.
Activate the Server Roles
About Activating or Deactivating
Server Roles, page 156
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
18
Chapter 2 - Enterprise Suite Initial Configuration Workflow
Enterprise Suite Initial Configuration Workflow
Step
Procedure
Relevant Documentation Topics
b.
Configure the Server Roles
Configure Server Roles, page 160
Configuration Details: Data Center
Zone Server Roles, page 167
Configuration Details: Site Zone
Server Roles, page 211
Speech Analytics Server Roles,
page 247
Desktop and Process Analytics
Server Roles, page 270
5
Create a Server cluster
Reference Topic: Server Clusters,
page 127
a.
Create a server cluster
Create an Application Server Cluster
(step-by-step), page 135
(This is an optional procedure
performed only in larger
deployments.)
6
Validate the Configuration
a.
Review the Configuration Status tab
to determine if any configuration
problems exist. Correct any
problems reported on the
Configuration Status tab.
View Configuration Status, page 81
7
Set Up Alarm E-mail Notification for
Testing Purposes
Perform the procedure described at
left. This procedure allows you to
verify that e-mail notifications are
sent for triggered alarms.
(In this procedure, enable e-mail
notifications and add one e-mail
address to the All Alarms alarm
notification profile for testing
purposes.)
a.
Click System Monitoring >
System Monitor > Global Alarm
Settings.
b.
Select the Email Notification check
box, and click Save.
c.
Click System Monitoring >
System Monitor > Notification
Profiles.
d.
Select the All Alarms profile and
click Edit.
For more information about working
with alarms, see the System
Monitoring, Messaging, and Alarms
Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
19
Chapter 2 - Enterprise Suite Initial Configuration Workflow
Enterprise Suite Initial Configuration Workflow
Step
Procedure
Relevant Documentation Topics
e.
In the Additional Email Address
field, enter an e-mail address to
which you want notifications of
triggered alarms to be sent.
The Site Acceptance Tests will
instruct you to check this e-mail
address to ensure alarm notifications
are being sent.
f.
Click Save.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
20
Chapter 3
Enterprise Management
The Installations tree is a primary user interface component of the Enterprise Manager.
The Installations tree displays in the left-hand panel of the Enterprise Manager and uses
five nodes (or icons) to represent the organizational units (Site Groups and Sites) of
your enterprise, the managed servers installed in your enterprise, and the server roles
active on those servers.
Use the Installations tree nodes to create a graphical view of your enterprise that
reflects the real world organization of the enterprise. From this view you can manage
and configure servers in all geographical locations of your enterprise.
For more information about the Installations tree functionality, see “Installations Tree
Overview” on page 22.
This chapter includes the following sections pertaining to working with the Installations
tree:

Installations Tree Overview, page 22

Manage Servers, page 51

Enterprise Settings, page 63

Security Settings, page 72

View Configuration Status, page 81

View Software Version Information for Servers and Maintenance Releases (Patches),
page 95

Manage Recording Channels, page 110

Topology Report, page 114

Server Clusters, page 127

View and Filter the Installations Tree, page 142

The Configuration Messages Status Icon, page 149

Expand Error Messages on Enterprise Manager Screens, page 151
Chapter 3 - Enterprise Management
Installations Tree Overview
Installations Tree Overview
The Installations tree is a primary user interface component of the Enterprise Manager.
Understanding the Installations tree is essential to using the Enterprise Manager.
You can view the Installations tree by selecting the System Management >
Enterprise > Settings tab in the Enterprise Portal web application. The Installations
tree occupies the left-hand pane of the Enterprise Manager user interface.
You use the Installations tree nodes (or icons) to create a graphical view of your
enterprise that reflects the real-world organization of the enterprise. These nodes
include the Enterprise, Site Group, Site, Server, and Server Role nodes.
Once you have created a graphical view of your enterprise, you select the various
Installation tree nodes to make configuration changes that affect the managed servers
in your enterprise.
This section defines the Installations tree nodes and includes a specific example of how
you can use these nodes to create a graphical, hierarchical view of an enterprise.
This section discusses these topics:

The Nodes of the Installations Tree, page 23

Enterprise node, page 23

Site node, page 25

Installations node (Server node), page 26

Server role node, page 27

Use the Installation Tree Nodes to Represent an Organization, page 27
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
22
Chapter 3 - Enterprise Management
The Nodes of the Installations Tree
The Nodes of the Installations Tree
The five nodes of the Installations tree include:

Enterprise node

Site Group node

Site node

Installations node (represents managed servers and external servers)

Server Role node
Each of these nodes is discussed below. The discussion of each node provides examples
of how the node can be used to create a graphical view of your enterprise.
Enterprise node
The Enterprise node exists by default following the installation of the Enterprise
Manager. This node represents your entire organization and is the highest level node in
the Installations tree hierarchy. All other nodes are created beneath this node in the
Installations tree. You cannot delete the Enterprise node from the Installations tree.
NOTE
Technically, the Enterprise node is a special, top-level, instance of the Site
Group node described below.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
23
Chapter 3 - Enterprise Management
Site Group node
Site Group node
The Site Group node falls just beneath the Enterprise node in the hierarchy of the
Installations tree. You create Site Group nodes to represent major divisions of your
company under which smaller Sites are organized.
Two of the more common uses of Site Groups involve using them to represent
geographical divisions of an enterprise or line-of-business divisions of an enterprise.
For example, you can create one Site Group to represent the Southern division of your
enterprise and another Site Group to represent the Northern Division of your enterprise.
Beneath these nodes, you create Site nodes to represent the geographic locations of the
individual offices or operations centers that comprise each of these divisions.
Another example involves using Site Groups to represent line-of-business divisions of
your company, such as Human Resources, Sales, Credit Card Processing, or Call
Centers. Note that you would only use Site Groups to represent line-of-business
divisions if each of these divisions has offices in multiple locations (or Sites) in your
Enterprise.
You can create a Site Group node beneath the Enterprise node or beneath another Site
Group node. A Site Group node can contain other Site Group nodes and Site nodes. A
Site Group cannot contain Server or External Server nodes. For more information about
working with Site Groups, see Create, Edit, and Delete Nodes on page 30.
NOTE
It is not mandatory for your Installations tree hierarchy to include Site
Groups. Smaller organizations may not need to use Site Groups. For
smaller organizations, you can create Site nodes directly beneath the
Enterprise node.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
24
Chapter 3 - Enterprise Management
Site node
Site node
The Site node falls beneath the Site Group node in the hierarchy of the Installations
tree. You create a Site node to represent specific locations (or offices) within your
enterprise at which physical computers (individual managed servers and/or external
servers) are installed.
Two of the more common uses of Site nodes involve using them to represent the
geographical locations of offices or operations centers of an enterprise or using them to
represent line-of-business divisions of an enterprise.
For example, you might create a Site to represent a specific location (such as an office in
a specific city) within the Southern division of your corporation where computers
containing managed servers exist.
Sites can also be used to represent line-of-business divisions of your company such as a
specific Call Center, or specific offices of the Sales, Human Resources, or Credit Card
Processing divisions.
If you have a smaller enterprise and you don’t need to use Site Groups, you can create
Site nodes directly under the Enterprise node.
For more information about Sites, see Create, Edit, and Delete Nodes on page 30.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
25
Chapter 3 - Enterprise Management
Installations node (Server node)
Installations node (Server node)
Installations nodes fall beneath the Site node in the Installations tree hierarchy.
The Installations node can represent either a managed server or an external server.
(The Installations node is often referred to generically as the “Server” node.)
The Installations types are briefly discussed below:


Managed server - A managed server is the most prevalent type of installation.
Managed servers are servers that include the software (Enterprise Manager Agent)
that enables them to be monitored and configured from the Enterprise Manager
application. Managed servers include server roles that support the Workforce
Optimization applications used in your environment. For detailed information about
managed servers and server roles, see these topics:

Work with Servers, page 51

What is a Server?, page 326

What is a Server Role?, page 327
External server - External servers are also referred to as “unmanaged servers”
because they cannot be configured from Enterprise Manager. Generally, these are
legacy versions of Recorder or Storage servers. For more information, see Work
with External Servers on page 58.
Unlike the higher nodes of the Installations tree, which represent divisions or
geographical locations of your enterprise, the Installations (or Server) node represents a
physical computer in your enterprise.
Create Installation nodes under the Site node that represents the location where the
server is installed. You create one Installations node for each computer that hosts a
managed server or an external server.
Before you can create an Installation node, the server represented by that node must be
physically installed. Enterprise Manager connects to the actual server at the time you
add the Server node to the Installations tree and performs a process called “server
discovery” on the server. For more information about adding servers, see Create or Edit
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
26
Chapter 3 - Enterprise Management
Server role node
a Server (Windows Domain) on page 37, Adding a Server on page 353, and Server
Discovery on page 347.
Once you create the Installation node, you can select that node to make configuration
changes to the managed server that the node represents.
Server role node
Each managed server is comprised of server roles. The Server Role nodes fall beneath
an Installation (or Server) node in the Installations tree hierarchy that represents a
managed server.
The Server Role nodes that exist beneath a given managed server depend on the server
roles the administrator has activated on a managed server.
The server role is the lowest configurable element in the enterprise, and therefore, the
lowest node on the Installations tree.
The server roles that comprise an individual server contain most of the configuration
settings that control the operation of that server. To completely configure a managed
server, you must configure all of the server roles that are active on that server.
Use the Installation Tree Nodes to Represent an
Organization
This section provides a brief, specific, example of how to use the Installation tree nodes
to create a hierarchy that reflects the real-world organization of an enterprise. This
example illustrates only one way in which you can use the Installations tree nodes to
create a hierarchical representation of an organization. The manner in which you use the
Installation tree nodes to represent your enterprise is at your discretion.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
27
Chapter 3 - Enterprise Management
Use the Installation Tree Nodes to Represent an Organization
This example describes an Italian corporation named Telefono Italia. The Telefono Italia
corporation is divided into two divisions: the Northern Division and the Southern
Division. The Northern Division includes offices in Bologna, Florence, and Milan. There
are five managed servers installed at each office in the Northern Division. The Southern
Division includes offices in Rome and Naples. There are seven managed servers installed
at each office in the Southern Division.
To mimic this organization in the Installations tree, you would do the following:




Create two Site Groups beneath the Enterprise node: one named Northern Division
and one named Southern Division. (See Create a Site Group on page 33 for this
procedure.)
Create three Site nodes beneath the Northern Division Site Group node: a Bologna
Site, a Florence Site, and a Milan Site. (See Create a Site on page 35 for this
procedure.)
Create two Site nodes beneath the Southern Division Site Group node: a Rome Site
and a Naples Site.
Beneath the Bologna Site node, you add the five Installations (or managed
servers) that are installed at the Bologna office (this process is called "creating
Installations"). This process creates five Server nodes in the Installations tree
beneath the Bologna Site node. (See Create or Edit a Server (Windows Domain) on
page 37 for this procedure.)
Repeat this process to add the Florence servers to the Florence Site, and the Milan
servers to the Milan Site.


Beneath the Rome Site node, you add the seven Installations (or managed
servers) that are installed at the Rome office. Repeat this process to add the Naples
servers to the Naples Site. (See Create or Edit a Server (Windows Domain) on page
37 for this procedure.)
When you have added all of the Installations (managed servers) to all of the Sites,
you configure the servers one-at-a-time. You configure each managed server by
activating the appropriate server roles on the server and then individually
configuring each server role on the Server.
When you are finished, the Installations tree contains a graphical, hierarchical
representation of the enterprise (the Telefono Italia corporation). From this Installations
tree, you can select the nodes to quickly manage and configure any server(s) installed
at any Site in the enterprise. You can also view alarm summaries for all managed
servers installed in the enterprise and quickly gain access to important information
about the individual active alarms on the servers.
For information about all step-by-step procedures associated with the Installations tree,
see Chapter 3 “Enterprise Management”.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
28
Chapter 3 - Enterprise Management
Hierarchical Nature of Installation Tree Nodes
Hierarchical Nature of Installation Tree Nodes
As discussed in the previous section, you use the Installations tree to create a virtual
view of your enterprise that reflects the real-world organization of your enterprise. You
create this virtual view so that you can easily manage and configure the servers
installed at the various locations in your enterprise.
It is important to understand the hierarchical nature of the Installations tree when using
it to make configuration changes to, or to view information about, the managed servers
in the enterprise. The basic concepts associated with using the Installations tree are
easy to grasp. Generally, you begin by selecting the node of the Installations tree from
which you want to make configuration changes or view information. For example:





Select the Enterprise node when you want to make configuration changes or view
information that applies to all managed servers in the Enterprise.
Select a Site Group node when you want to make configuration changes or view
information that applies to all managed servers in a particular Site Group. You can
also view and change information specific to the Site Group, such as the Site Group
name.
Select a Site node when you want to make configuration changes or view
information that applies to all managed servers in a particular Site. You can also
view information specific to the Site, such as the Site name.
Select a Server node when you want to make configuration changes or view
information that applies to one specific managed server.
Select a Server Role node when you want to make configuration changes that apply
to one specific server role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
29
Chapter 3 - Enterprise Management
Manage Installations Tree Nodes
Manage Installations Tree Nodes
Use the Installations tree nodes to create a graphical view of your enterprise that
reflects the real world organization of the enterprise. From this view you can manage
and configure servers in all geographical locations of your enterprise. For more
information about the Installations tree functionality, see “Installations Tree Overview”
on page 22.
To create the graphical view of your enterprise in the Installations tree, you use a set of
nodes to represent the organizational units or geographical locations, and individual
servers in your enterprise. When properly configured, these nodes organize your
enterprise into a logical hierarchy from which you can quickly locate and configure
managed servers and server roles. These nodes, in hierarchical order, include:

Enterprise

Site Group

Site

Server

Server role
This section includes the following topics:



Create, Edit, and Delete Nodes, page 30 - Explains how to create Site Group, Site,
and Server nodes beneath the Enterprise node in the Installations tree. Procedures
for editing and deleting these nodes are also provided.
Move Installation Tree Nodes, page 49 - Explains how to move Site Group, Site and
Installation (or Server) nodes to different locations in the Installations tree.
Create Installations and Server Clusters Beneath a Site Node, page 50 - Lists the
topics associated with creating the various Installations and Server Cluster nodes
beneath a Site node in the Installations tree.
Create, Edit, and Delete Nodes
You begin the process of setting up your enterprise by creating Site Groups, Sites, and
Servers beneath the Enterprise node. You should know what Site Groups, Sites and
Servers you want to create before you start this process. For more information on the
purpose of Site Group and Site nodes, see Installations Tree Overview on page 22.
This section includes the following topics related to creating, editing, and deleting the
Site Group and Site Nodes:

View the Enterprise Node, page 31

Create a Site Group, page 33

Edit a Site Group, page 34

Delete a Site Group, page 34

Create a Site, page 35

Edit a Site, page 36
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
30
Chapter 3 - Enterprise Management
View the Enterprise Node

Delete a Site, page 37

Create or Edit a Server (Windows Domain), page 37

Create or Edit a Server (Windows Workgroup), page 41

Delete a Server, page 46
View the Enterprise Node
The Enterprise node is the top-level node in the Installations tree. The Enterprise node is
a special instance of a Site Group node that exists by default in the Installations tree.
The Enterprise node represents your entire organization and cannot be deleted. All Site
Groups and Sites are created beneath the Enterprise node.
Begin creating an Installations tree by viewing the Enterprise node. You must view the
Enterprise node to create Site Groups and Sites beneath the node.
From the Enterprise node, you can also turn advanced mode on, block/unblock
configuration distribution, and view reports.
To view the Enterprise node:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), click the Enterprise node.
3
Review the fields (all read-only except Description) in the right pane, according to
the following:
Item
Description
Pending
Messages Icon
The Pending Messages icon
displays above this screen when
the Enterprise Manager is processing configuration changes. For
more information, see The Configuration Messages Status Icon on
page 149.
Site Group
Name
Enterprise (the pre-defined name of the top-level Site Group
node.)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
31
Chapter 3 - Enterprise Management
View the Enterprise Node
Item
Description
Server Name in
EM
Shows the FQDN (fully qualified domain name), IP address, or
Server name for the Enterprise Manager (EM) server.
The EM Server is the server on which the Enterprise Manager
application is installed. This server has the Framework
Applications server role activated and is used to manage all Site
Groups, Sites, and Servers.
All Installations in the enterprise use this name to communicate
with the Enterprise Manager application.
Port Number
Shows the port number of the Enterprise Manager server (this
server).
Description
Optionally, type descriptive text for the Enterprise (such as the
name of your enterprise).
Master
Enterprise
Manager Server
When the application server is clustered, examine the logs from
this server to troubleshoot problems related to the Enterprise
Manager application.
Explanation:
If you have a cluster of application servers (servers hosting the
Enterprise Manager application), one server in the cluster is
designated as the Master Enterprise Manager Server. By default,
this is the first server started in the cluster.
The Enterprise Manager application residing on this server is the
master instance of the Enterprise Manager application. The master
instance is the only Enterprise Manager application in the cluster
that runs Enterprise Manager operational processes and
background tasks such as alarm collection and message
distribution.
The Master Enterprise Manager Server displays here so that you
know which server in the server cluster to collect logs from when
troubleshooting Enterprise Manager problems related to
operational processes and background tasks.
If you have only a single application server in your environment (a
non-clustered environment), that server name displays here.
Notes:


4
For more information about background tasks, see “Enterprise
Manager Operational Processes and Concepts” on page 347
and “Enterprise Manager Background Processes” on page 370.
For more information about server clusters, see Server
Clusters on page 127.
From the Enterprise node, you can do any of the following:


Click Create Site, as described in Create a Site on page 35.
Click More Actions > Block Configuration Distribution or More Actions >
Unblock Configuration Distribution, as described in Block and Unblock
Configuration Distribution (Block and Unblock Servers) on page 52.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
32
Chapter 3 - Enterprise Management




5
Create a Site Group
Click Reports to view the Configuration Reports. See the Enterprise Manager
Configuration Reports Guide for more information.
Configure settings in the Enterprise Settings tab as described in Enterprise
Settings on page 63.
Configure settings in the Security tab as described in Security Settings on page
72.
Check the errors listed in the Configuration Status tab as described in View
Configuration Status on page 81.
Click Save when finished.
Create a Site Group
A Site Group is a container of other Site Groups or Sites.
Generally, a Site Group represents a major division or unit of your company under which
smaller Sites are organized.
To illustrate the typical use of a Site Group, assume your enterprise consists of an
Northern division and a Southern division, and each of these divisions include several
branch offices. In this situation, you would create a Northern Site Group and a Southern
Site Group. In a subsequent procedure, you would create Site nodes to represent the
branch offices beneath each of these Site Groups. For more information on Site Group
nodes, see Installations Tree Overview on page 22.
Follow these rules when creating Site Groups:




All names are case insensitive.
Site Group names must be unique within their container groups in the Installation
tree.
Buttons available from the Site Group nodes are disabled if you do not have
sufficient privileges to the functionality they perform.
Site Groups may contain other Site Groups and Sites (the real-world organization of
your enterprise determines whether you create Site Groups, Sites or both beneath a
Site Group).
To create a Site Group:
1
Choose System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select either Enterprise or an existing Site
Group, and then click Create Site Group. The Site Group window displays.
3
Complete the fields in the Site Group window as follows:
Field
Description
Site Group
Name
Type the unique name of the Site Group being created.
Description
Optionally type a brief description of the Site Group, including its
purpose or where it is located.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
33
Chapter 3 - Enterprise Management
Edit a Site Group
4
Click Save. The new Site Group appears in the Installations pane.
5
Repeat these steps for any Site Groups to be created in the organization.
Edit a Site Group
Edit a Site Group to change the initially assigned Site Group name or description, or to
perform procedures related to Site Group management.
To edit a Site Group:
1
Choose System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select either Enterprise or an existing Site
Group.
3
You can edit the following information for the Enterprise and Site Group nodes:


4
Site Group node - Edit the name or description.
You can perform any of the following actions related to the Site Group:




5
Enterprise node - Edit the description as required. (If you want to edit the EM
Server Name, see The Configuration Messages Status Icon on page 149.)
Click More Actions > Move Group, to move the Site Group to another location
in the Installations tree. For more information, refer to Move Installation Tree
Nodes on page 49.
Click More Actions > Block Configuration Distribution or Unblock
Configuration Distribution, to block and unblock managed server updates, as
described in Block and Unblock Configuration Distribution (Block and Unblock
Servers) on page 52.
Click Create Site Group, to create within the Site Group another Site Group.
Click Create Site, to create a Site within the Site Group, as described in Create
a Site on page 35.
Click Save.
Delete a Site Group
Delete a Site Group to remove the Site Group from the Installations tree and delete all
Site Groups, Sites, and Servers within that Site Group.
Before deleting a Site Group, note the following:


Deleting a Site Group can cause the applications that rely on the functionality (or
server roles) provided by the managed servers that are installed within the deleted
Site Group to stop working. For more information, see Deleting Servers on page
355.
If you delete a Site Group, the Sites and managed servers that are part of that Site
Group cannot be automatically restored. If you want to add these Sites and
managed servers back to the Installations tree after you have deleted a Site Group,
you must recreate each Site and then manually add and reconfigure each managed
server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
34
Chapter 3 - Enterprise Management
Create a Site
If you want to delete a Site Group, but retain the Sites and managed servers that are
part of the Site Group, consider moving those Sites to a different Site Group before
deleting the Site Group.
To delete a Site Group:
1
Choose System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the Site Group you wish to delete.
3
Click Delete.
The Site Group and all Sites, Servers, and Server Roles within the Site Group are
deleted.
Create a Site
A Site is a container of Installations. Installations include managed servers and external
servers.
Typically, you create a Site to represent a facility or location in your enterprise at which
managed servers or external servers are physically installed. The name of this Site
might be the name of the city in which the facility exists, or the name of the building in
which the servers are installed (or any other name you feel adequately represents the
Site).
In a subsequent procedure, you add the appropriate managed servers or external
servers to the Site node in the Installations tree. For more information about adding
managed servers or external servers to a Site, see Create or Edit a Server (Windows
Domain) on page 37 or Create and Work with an External Server on page 59.
Follow these rules when creating Sites:


All names are case insensitive.
Buttons are disabled if you do not have sufficient privileges to the functionality they
perform.

Site names must be unique within their container groups in the Installation tree.

Sites cannot contain Site Groups or other Sites.

Server installations may be created under Sites.
To create a Site:
Create a Site as a member of an existing Site Group. If no Sites or Site Groups have yet
been created, only the Enterprise node displays.
1
Choose System Management > Enterprise > Settings.
2
Select the Enterprise node or select the Site Group under which you want to create
the Site. (You can create a Site directly under the Enterprise node, if it suits the
needs of your organization.)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
35
Chapter 3 - Enterprise Management
3
Edit a Site
Click Create Site, and then complete the details area as follows:
Field
Description
Site Name
Type a unique name of the Site being created.
Description
Optionally type a description of the Site and where it is located.
4
Click Save. The Site is added to the installations hierarchy.
5
Repeat these steps to add any Site in your Enterprise to the Installations tree.
Edit a Site
Edit a Site to change the initially assigned name or description or to perform procedures
related to Site management.
To edit a Site:
1
Choose System Management > Enterprise > Settings.
2
In the Installations tree (left-hand pane), select a Site, and then update details as
follows:
Field
Description
Site Name
Type a unique name for the site. Note: Sites contain servers. Site
Groups contain Sites.
Description
Optionally type a description of the Site, such as the location.
3
You can perform any of the following actions related to the Site:




Click More Actions > Move Site, to move the Site to another location in the
Installations tree. For more information, refer to Move Installation Tree Nodes on
page 49.
Click More Actions > Block Configuration Distribution or Unblock
Configuration Distribution, to block and unblock within the Site any managed
server updates, as described in “Block and Unblock Configuration Distribution
(Block and Unblock Servers)” on page 52.
Click Create Installation, to create a managed server or an external server in
the Site, as described in Create or Edit a Server (Windows Domain) on page 37
or Create and Work with an External Server on page 59.
Click Create Server Cluster, to create within the Site a group of managed
servers with identical configurations to allow for task sharing/load balancing, as
described in Server Clusters on page 127.
4
Click Save.
5
Repeat for all Sites to be updated.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
36
Chapter 3 - Enterprise Management
Delete a Site
Delete a Site
Delete a Site to delete the Site node from the Installations tree and also delete all
managed servers added under that Site.
Before deleting a Site, note the following:


Deleting a Site can cause the applications that rely on the functionality (server
roles) provided by the managed servers installed within the Site to stop working.
For more information, see “Deleting Servers” on page 355.
If you delete a Site, the managed servers that are part of that Site cannot be
automatically restored. To add managed servers back to the Installations tree after
deleting them, you must individually add and reconfigure each managed server.
If you want to delete a Site node, but retain the managed servers that are part of the
Site, consider moving those managed servers to a different Site before deleting the Site
node.
To delete a Site:
1
In the Installations tree (left pane), choose System Management > Enterprise >
Settings.
2
Select the Site you wish to delete.
3
Click Delete. The Site and all servers within the Site are deleted (providing that you
have Delete Site privileges).
Create or Edit a Server (Windows Domain)
Create a managed server installation to add a Server node to the Installations tree. A
Server node in the Installations tree represents a physical computer on which the server
software (server roles) is installed. The server must already be installed before you can
add a Server node that represents the server to the Installations tree.
IMPORTANT
Follow the instructions in this section if the servers in your enterprise are
networked as a Windows Domain. If the servers in your enterprise are
networked as a Windows Workgroup, see “Create or Edit a Server
(Windows Workgroup)” on page 41.
The first time you create a server (add the Server node to the Installations tree),
Enterprise Manager connects to the server and performs the server discovery process on
the managed server.
After you add a managed server to the Installations tree, you must activate and then
configure the server roles on that managed server. The server roles that you activate
and configure determine the functionality provided by the managed server.
Creating a server involves entering a server name, server description, and server
connection details. After you have created the server, you can later edit the information
you have provided for the server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
37
Chapter 3 - Enterprise Management
Create or Edit a Server (Windows Domain)
To create or edit a managed server (Windows Domain):
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the Site where you wish to create the
managed server or that contains the managed server you want to edit.
3
If you are creating a server, click Create Installation, and then choose Server.
If you are editing a server, select the managed server you want to edit in the
Installations tree (left pane).
4
Complete or edit the Server window according to the following:
Field
Description
Pending
Messages Icon
The Pending Messages icon
displays above this screen when the
Enterprise Manager is processing configuration changes. For more
information, see “The Configuration Messages Status Icon” on
page 149.
Name
Type the name of the managed server being added. This name is at
your discretion.
This name is associated with the server’s icon in the Installations
tree.
Description
Add text (optional) to describe the new managed server, such as
“Recorder server.”
Note: Although different installation types are represented by
different icons, it is still a good idea to use text to describe the type
of managed server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
38
Chapter 3 - Enterprise Management
Create or Edit a Server (Windows Domain)
Field
Description
Serial Number
Read-only field that shows the serial number of the managed
server from the installation process. The serial number can be any
six-digit number.
This field is populated if you are editing an existing server, but
empty if you are creating a new server. The system automatically
assigns serial numbers to new servers.
For more information on serial numbers, see “Ensuring a History of
Recorder Serial Numbers is Maintained in the Database” on
page 373.
Last Discovered
Time
Read-only field that indicates the last time the managed server
was discovered by Enterprise Manager.
This field appears if you are editing a server, but not if you are
creating a new server.
Every minute Enterprise Manager polls the managed servers to
determine if anything has changed on the server. If Enterprise
Manager detects a change, it performs the server discovery
process. This process detects the following on the managed server:






Discovers if any server roles were added or updated on the
server
Discovers server roles that have been activated but not
configured and supplies the default settings for these server
roles
Deletes any cached or stored data pertaining to server roles
that are deactivated
Automatically creates any one-to-one, or one-to-all server role
associations for active server roles
Checks for server roles that require specific server role
associations but do not have them and reports these roles in
the Configuration Status tab
Detects any new alarms triggered on the server and updates
the alarm summary information for the server in Enterprise
Manager
You can also initiate server discovery manually by clicking the Save
button on the Server screen (this screen) for any managed server.
For more information, see “Server Discovery” on page 347.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
39
Chapter 3 - Enterprise Management
Field
Create or Edit a Server (Windows Domain)
Description
Server Connection Details
Server Name
Enter either the Host Name, FQDN, or IP address of the managed
server in this field. Enterprise Manager uses this name to connect
to this server.
The name entered in this field cannot include an underscore
character (_). Server names that include underscores are not
supported by the Enterprise Manager application.
The name entered in this field automatically appears in the HTTP
Alias field.
Important: If Enterprise Manager communicates with this server
using SSL (HTTPS), this field must specify the exact same server
name that is specified in the common name field of the server’s
SSL server certificate. For more information, see the Security
Configuration Guide.
Port Number
Shows the port number (default port 80) to be used for HTTP
communication between the Enterprise Manager and the server.
If you are adding an Avaya Contact Recorder (ACR) server, change
this port number to 8080. For all other servers, including other
recorder servers, accept the default port of 80.
SSL Port
Number
Shows the port number (default port 443) to be used if SSL
encrypts the HTTP communication between the Enterprise Manager
and the server.
If you are adding an Avaya Contact Recorder (ACR) server, change
this port number to 8443. For all other servers, including other
recorder servers, accept the default port of 443.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
40
Chapter 3 - Enterprise Management
Field
Create or Edit a Server (Windows Workgroup)
Description
Additional Settings
HTTP Alias
The HTTP Alias field defaults to the same server name that is
entered in the Server Name field.
You can use this field to specify any alternate name of the server
that is used to point to this server as a host.
The name entered in this field cannot include an underscore
character (_).
This field is most frequently used to support application server
clusters that support Enterprise Manager.
An entry in this field is mandatory if the server you are creating will
function as part of a server cluster that supports the Enterprise
Manager application.
If the server you are creating will be part of a server cluster that
supports the Enterprise Manager application, this field must specify
the HTTP address of the load balancing device that distributes
connections to the clustered servers.
For more information, see “Create an Application Server Cluster
(step-by-step)” on page 132.
Blocked
This check box is visible when creating a new server, but not when
editing an existing one.
Select this check box to prevent (block) configuration messages
from being communicated from Enterprise Manager to the newlycreated server. In this case, the new server cannot receive
configuration changes from Enterprise Manager.
This option is usually selected when you are adding a new server to
a Site that is currently blocked from receiving configuration
changes. Selecting this option also prevents the newly-added
server from receiving configuration changes.
If you add a new server to a Site that is blocked, and you do not
select this option, the newly-added server will receive configuration
changes from Enterprise Manager, even though the Site is blocked
(and configuration changes to all other servers at the Site are
blocked). For more information, see “Block and Unblock
Configuration Distribution (Block and Unblock Servers)” on
page 52.
5
Click Save.
Create or Edit a Server (Windows Workgroup)
Create a managed server installation to add a Server node to the Installations tree. A
Server node in the Installations tree represents a physical computer on which the server
software (server roles) is installed. The server must already be installed before you can
add a Server node that represents the server to the Installations tree.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
41
Chapter 3 - Enterprise Management
IMPORTANT
Create or Edit a Server (Windows Workgroup)
Follow the instructions in this section if the servers in your enterprise are
networked as a Windows Workgroup. If the servers in your enterprise are
networked as a Windows Domain, see “Create or Edit a Server (Windows
Domain)” on page 37.
The first time you create a server (add the Server node to the Installations tree),
Enterprise Manager connects to the server and performs the server discovery process on
the managed server.
After you add a managed server to the Installations tree, you must activate and then
configure the server roles on that managed server. The server roles that you activate
and configure determine the functionality provided by the managed server.
Creating a server involves entering a server name, server description, and server
connection details. You must also include the server name in the Management Service
Account User Name field on the Enterprise Settings page.
After you have created the server, you can later edit the information you have provided
for the server.
To create or edit a managed server (Windows Workgroup):
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the Site where you wish to create the
managed server or that contains the managed server you want to edit.
3
If you are creating a server, click Create Installation, and then choose Server.
If you are editing a server, select the managed server you want to edit in the
Installations tree (left pane).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
42
Chapter 3 - Enterprise Management
4
Create or Edit a Server (Windows Workgroup)
Complete or edit the Server window according to the following:
Field
Description
Pending
Messages Icon
The Pending Messages icon
displays above this screen when the
Enterprise Manager is processing configuration changes. For more
information, see “The Configuration Messages Status Icon” on
page 149.
Name
Type the name of the managed server being added. This name is at
your discretion.
This name is associated with the server’s icon in the Installations
tree.
Description
Add text (optional) to describe the new managed server, such as
“Recorder server.”
Note: Although different installation types are represented by
different icons, it is still a good idea to use text to describe the type
of managed server.
Serial Number
Read-only field that shows the serial number of the managed
server from the installation process. The serial number can be any
six-digit number.
This field is populated if you are editing an existing server, but
empty if you are creating a new server. The system automatically
assigns serial numbers to new servers.
For more information on serial numbers, see “Ensuring a History of
Recorder Serial Numbers is Maintained in the Database” on
page 373.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
43
Chapter 3 - Enterprise Management
Create or Edit a Server (Windows Workgroup)
Field
Description
Last Discovered
Time
Read-only field that indicates the last time the managed server
was discovered by Enterprise Manager.
This field appears if you are editing a server, but not if you are
creating a new server.
Every minute Enterprise Manager polls the managed servers to
determine if anything has changed on the server. If Enterprise
Manager detects a change, it performs the server discovery
process. This process detects the following on the managed server:






Discovers if any server roles were added or updated on the
server
Discovers server roles that have been activated but not
configured and supplies the default settings for these server
roles
Deletes any cached or stored data pertaining to server roles
that are deactivated
Automatically creates any one-to-one, or one-to-all server role
associations for active server roles
Checks for server roles that require specific server role
associations but do not have them and reports these roles in
the Configuration Status tab
Detects any new alarms triggered on the server and updates
the alarm summary information for the server in Enterprise
Manager
You can also initiate server discovery manually by clicking the Save
button on the Server screen (this screen) for any managed server.
For more information, see “Server Discovery” on page 347.
Server Connection Details
Server Name
Enter either the Host Name, FQDN, or IP address of the managed
server in this field. Enterprise Manager uses this name to connect
to this server.
The name entered in this field cannot include an underscore
character (_). Server names that include underscores are not
supported by the Enterprise Manager application.
The name entered in this field automatically appears in the HTTP
Alias field.
Important: If Enterprise Manager communicates with this server
using SSL (HTTPS), this field must specify the exact same server
name that is specified in the common name field of the server’s
SSL server certificate. For more information, see the Security
Configuration Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
44
Chapter 3 - Enterprise Management
Create or Edit a Server (Windows Workgroup)
Field
Description
Port Number
Shows the port number (default port 80) to be used for HTTP
communication between the Enterprise Manager and the server.
If you are adding an Avaya Contact Recorder (ACR) server, change
this port number to 8080. For all other servers, including other
recorder servers, accept the default port of 80.
SSL Port
Number
Shows the port number (default port 443) to be used if SSL encrypts
the HTTP communication between the Enterprise Manager and the
server.
If you are adding an Avaya Contact Recorder (ACR) server, change
this port number to 8443. For all other servers, including other
recorder servers, accept the default port of 443.
Additional Settings
HTTP Alias
The HTTP Alias field defaults to the same server name that is entered
in the Server Name field.
You can use this field to specify any alternate name of the server that
is used to point to this server as a host.
The name entered in this field cannot include an underscore
character (_).
This field is most frequently used to support server clusters. An entry
in this field is mandatory if the server you are creating will function
as part of a server cluster that supports the Enterprise Manager
application.
If the server you are creating will function as part of a server cluster
that supports the Enterprise Manager application, this field must
specify the HTTP address of the load balancing device that distributes
connections to the clustered servers.
For more information, see “Create an Application Server Cluster
(step-by-step)” on page 132.
Blocked
This check box is visible when creating a new server, but not when
editing an existing one.
Select this check box to prevent (block) configuration messages from
being communicated from Enterprise Manager to the newly-created
server. In this case, the new server cannot receive configuration
changes from Enterprise Manager.
This option is usually selected when you are adding a new server to a
Site that is currently blocked from receiving configuration changes.
Selecting this option also prevents the newly-added server from
receiving configuration changes.
If you add a new server to a Site that is blocked, and you do not
select this option, the newly-added server will receive configuration
changes from Enterprise Manager, even though the Site is blocked
(and configuration changes to all other servers at the Site are
blocked). For more information, see “Block and Unblock
Configuration Distribution (Block and Unblock Servers)” on page 52.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
45
Chapter 3 - Enterprise Management
Delete a Server
5
Click Save.
6
Include the server name in the Username field of the Management Service Account
on the Enterprise Settings screen:
a. Click Enterprise Settings (above the right pane).
b. Under Management Service Account, in the Username field, ensure that the
server name is the correct server name for this server or enter a period for the
server name.
<server name>\<Management Service Account>
.\<Management Service Account>
Examples:
vm-ft-wg1\msa
.\msa
NOTE
Each time you add a new server, the Username field of the Management
Service Account settings defaults to the name of the first server that
was added to the site. You must manually change the server name so that
it reflects the name of the server you are currently adding.
7
Repeat the procedure for each server you want to add to the Installations tree.
8
It may take a short while for the new Site and Installations to appear. Once the
changes are sent to all servers (the star symbol is no longer visible), you must
restart each server.
Delete a Server
To delete a Server node from the Installations tree, you first deactivate all server roles
on the server, and then delete the server.
Before deleting a server, note the following:



Deleting a server deletes the server, all server roles on the server, and all
associations to those roles. If an application relies on a server role that resides on
the server you are deleting, that application may stop working after you delete the
server. For more information, see “Deleting Servers” on page 355.
If you delete a server while the server has active alarms, the alarms remain active
and continue to display in the Active Alarms window even after the server is
deleted. To clear active alarms for a deleted server, you must manually acknowledge
the alarms.
If you delete a server that has a serial number assigned to it (such as a Recorder
server), you cannot change the host name of the server and add it back to the
Installations tree.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
46
Chapter 3 - Enterprise Management
NOTE
Delete a Server
Enterprise Manager maintains a history (or list) of the server serial
numbers in the Framework database records. You cannot have two
different server host names associated with the same serial number in
these database records. For more information about serial numbers, see
“Ensuring a History of Recorder Serial Numbers is Maintained in the
Database” on page 373
If you delete a server that has a serial number assigned, but you do not change its
host name, you can add it back to the Installations tree. However, the server’s
configuration is not automatically restored. If you add the server back, you must
reactivate and reconfigure its server roles.


If you delete a server that does not have a serial number assigned to it, you can
change the host name and add the server back to the Installations tree. However,
the server’s configuration is not automatically restored. If you add the server back,
you must reactivate and reconfigure its server roles.
You can delete a server from one instance of the v15.1 (or higher) Enterprise
Manager application and add that server to a different instance of the v15.1 (or
higher) Enterprise Manager application. In this scenario, you must reset the
AuthConfig.xml file on the server after you delete the server from the first
instance of the Enterprise Manager application but before you add the server to the
second instance. See “Reset the AuthConfig.xml file on a Server to its Default State”
on page 48 for details.
NOTE
You must also reset the AuthConfig.xml file on a v15.1 server if you
mistakenly attempt to add a v15.1 server to a version of the Enterprise
Manager application that is earlier than v15.1. In this scenario, you will
not be able to add the v15.1 server to a v15.1 version of Enterprise
Manager until you reset the AuthConfig.xml file.
To delete a Server:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the Server node you want to delete,
expanding Site Groups and/or Sites if necessary.
3
Click the Server Roles tab.
4
Click Select None to clear all check marks from the Active column for all server
roles.
5
Click Save (to deactivate the server roles).
When prompted with Do you wish to continue, click Yes.
6
Wait for the Pending Messages icon
to disappear from the screen before
continuing to the next step. (The icon disappears when the configuration message
that deletes the server roles is successfully sent to the server.)
7
Click the Settings tab.
8
Click Delete.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
47
Chapter 3 - Enterprise Management
NOTE
Delete a Server
If you intend to add the deleted server to a different instance of a v15.1
(or higher) Enterprise Manager application, you must reset
AuthConfig.xml on the server to its default state before adding the
server to the different Enterprise Manager instance. See “Reset the
AuthConfig.xml file on a Server to its Default State” on page 48.
Reset the AuthConfig.xml file on a Server to its Default State
You must reset the AuthConfig.xml file on a server to its default state in these two
scenarios:


You have deleted the server from one v15.1 (or higher) Enterprise Manager
application instance, and you want to add the server to a different v15.1 (or higher)
Enterprise Manager instance. Reset the AuthConfig.xml file after deleting the
server from the first Enterprise Manager instance, but before adding it to the second
Enterprise Manager Instance.
You have mistakenly tried to add a v15.1 server to a version of the Enterprise
Manager that is earlier than v15.1, and you now want to add the v15.1 server to a
v15.1 (or higher) version of the Enterprise Manager application.
To reset the AuthConfig.xml file to its default state:
1
Use a text or XML editor to open the AuthConfig.xml file on the server. The file is
at this location:
<install directory>\software\conf\applications\AuthConfig.xml
2
Edit the file so that the <Properties> values are set to the defaults as shown
below. (Ensure that the Primary Server-Host and Secondary Server-Host
values are empty).
<Properties>
<Property name="Primary-Server-Host"> </Property>
<Property name="Primary-Server-Port">80</Property>
<Property name="Primary-Server-Context">wfo</Property>
<Property name="Primary-Server-SSLPort">443</Property>
<Property name="Secondary-Server-Host"> </Property>
<Property name="Secondary-Server-Port">80</Property>
<Property name="Secondary-Server-SSLPort">443</Property>
<Property name="Secondary-Server-Context">wfo</Property>
<Property name="AuthServer-SSLEnabled">false</Property>
<Property name="system restrictRemoteConntectionToSSL">false
</Property>
<Property name="isLoginWithFullDomain">false</Property>
</Properties>
3
Save the file.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
48
Chapter 3 - Enterprise Management
Move Installation Tree Nodes
Move Installation Tree Nodes
You can move Site Group, Site, and Installation (or Server) nodes to rearrange these
items within the Installations tree.
When you move any of these nodes, you are only changing the location of the node in
the Installations tree. No servers or software are physically copied or moved, and no
configuration settings or server role associations are changed. This capability provides
you with the flexibility to quickly reorganize your Installations tree to accommodate any
reorganizations that occur in your enterprise.
To move a Site Group or Site node, you select the appropriate node in the Installations
tree, and then click either the More Options > Move Group, More Options > Move
Site, or More Options > Move Installation button. If only one Site Group or Site
exists, the Move buttons are disabled.
You must have Edit Installation privileges on the source and target Site Group, Site, or
Installation to perform move operations.
To move a Site Group, Site, or Installation (Server)
1
Select System Management > Enterprise > Settings.
2
In the Installations pane, select the Site Group, Site, or Server node that you want
to move. Details of the selection appear in the right pane with the appropriate move
button enabled.
3
Click on one of the following depending on which node of the Installations tree you
are moving:

Site Group - More Actions > Move Group

Site - More Actions > Move Site

Server - More Actions > Move Installation
The target Move window displays, showing all eligible target Site Groups (including
the Enterprise node) or Sites.
4
Select the target of the move, and then click Move.
The Site Group, Site or Installation is moved to the target location. All associations
are retained.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
49
Chapter 3 - Enterprise Management
Create Installations and Server Clusters Beneath a Site Node
Create Installations and Server Clusters Beneath a Site
Node
You can also create external servers and server clusters beneath a Site node. These
procedures are described in different sections of this documentation. For more
information, see the topics below:

Create and Work with an External Server, page 59

Server Clusters, page 127
Generate Reports
You can use the Reports button available from the Enterprise node to obtain
information about Installations, server and component version numbers, member
groups, data sources and more.
For detailed information about generating and viewing reports, see the Enterprise
Manager Configuration Reports Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
50
Chapter 3 - Enterprise Management
Manage Servers
Manage Servers
The Server node of the Installations tree represents a physical computer in your
enterprise on which server software is installed.
NOTE
A “managed server” is a server that contains the software (Enterprise
Manager Agent) that enables the server to be managed and configured
from the Enterprise Manager.
A managed server consists of a set of server roles. The server roles that exist on a given
managed server depend on the platform chosen for the server during the server
installation. The specific functionality provided by the managed server depends on the
specific server roles that are activated on the server by the administrator following the
installation. For more information about managed server and server roles, see “The
Installations Tree (Servers and Server Roles)” on page 325.
Both managed servers and server roles can be managed and configured from the
Enterprise Manager Installations tree. This section discusses using the Server nodes in
the Installations tree to manage servers, and includes the following sections:



Work with Servers, page 51 - Explains how to create Server nodes (Installation
nodes), edit a server, move a server, delete a server, activate and deactivate server
roles, block or unblock configuration distribution for a server, and launch the
Recorder Manager on a Recorder Server.
Copy Server Configurations, page 54 - Explains how to copy the configuration of
one managed server to another managed server. The source and target servers
must be at the same version and service pack level to copy the configuration from
one server to another.
Work with External Servers, page 58 - Explains how to create and work with
External Server nodes. Generally, external servers are older recorder or storage
servers that pre-date the Enterprise Manager and cannot be managed or configured
from Enterprise Manager.
Work with Servers
This section describes the following tasks you can perform when working with Server
nodes in the Installations tree.

Create, Edit, or Delete a Server, page 52

Block and Unblock Configuration Distribution (Block and Unblock Servers), page 52

Launch a Recorder Manager on a Recorder Server, page 53

Manually Discover a Server and its Server Roles, page 54

Move a Server, page 54

Work with External Servers, page 58

Server Clusters, page 127
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
51
Chapter 3 - Enterprise Management
Create, Edit, or Delete a Server
Create, Edit, or Delete a Server
You can create, edit, or delete a server from the Installations tree. For these procedures,
see “Create or Edit a Server (Windows Domain)” on page 37 and “Delete a Server” on
page 46.
Block and Unblock Configuration Distribution (Block and Unblock
Servers)
You can block the distribution of configuration updates from Enterprise Manager to the
managed servers. You can perform this procedure from the Enterprise, Site Group, Site,
or Server nodes of the Installations tree.
Blocking configuration updates prevents managed servers at or below the selected node
of the Installations tree from receiving configuration messages or cache updates from
the Enterprise manager.
For example, if you select a Site Group in the Installations tree and block the
configuration distribution, all managed servers at all Sites beneath that Site Group
receive no configuration updates - configuration distribution is blocked. If you select a
specific server in the Installations tree and block the configuration updates,
configuration updates are blocked only for the selected server.
NOTE
If you add a server to a Site that is blocked, the new server is not blocked
automatically.
If you want to add a new server to a blocked Site, select the Blocked
option in the New Server screen when creating the server. The newly
created server will remain blocked until you unblock it using the procedure
below.
You can unblock the distribution of configuration updates when you are ready for the
managed server to begin receiving configuration updates again.
Note the following:




Administrators often block distribution when making a large number of changes to a
managed server. The administrator keeps the server blocked until finished making
all of the configuration changes, and then unblocks the server. This precaution
ensures that all of the changes are implemented on the managed server at the
same time, and prevents partially implemented configuration changes from causing
a problem on the server.
Configuration distribution is often blocked to prevent configuration changes from
occurring during software upgrades.
You need to have Edit Installation and Block Distribution to Servers privileges to
block or unblock.
An audit entry is created if you either block or unblock a server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
52
Chapter 3 - Enterprise Management
Launch a Recorder Manager on a Recorder Server
To block or unblock configuration distribution to managed servers:
1
Choose System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select one of these nodes: Enterprise, Site
Group, Site, or Server.
The node of the Installations tree that you select determines the managed servers
for which configuration distribution is blocked, as discussed above.
3
Do one of the following:


Click More Actions > Block Configuration Distribution if you want to block
the distribution of configuration messages and cache updates to all managed
servers at or below the selected node.
Click More Actions > Unblock Configuration Distribution if you want to
unblock the distribution of configuration messages and cache updates to all
managed servers at or below the selected node.
Note: If Block Config Distribution and Unblock Config Distribution buttons do
not display or are disabled, you may not have the required user security privileges
for this feature.
4
Click Save.
Launch a Recorder Manager on a Recorder Server
If you have a managed server of the Recorder Platform installed in your environment,
you can launch the Recorder Manager application on that server from the Server node in
the Installations tree.
The Recorder Manager application provides additional configuration settings that you
use to configure the individual Recorder Servers in your recording environment.
For more information about Recorder Manager, see the Recorder Configuration and
Administration Guide.
Launch Multiple Recorder Manager Applications
In some situations, you may want to launch the Recorder Manager applications on
several different managed servers and have all of the Recorder Managers open at the
same time. By default, each Recorder Manager will launch in a separate window on your
computer. You can configure your Internet Explorer browser so that each instance of the
Recorder Manager automatically opens in its own separate tab in Internet Explorer. This
configuration helps you more efficiently manage and navigate between all of the
Recorder Manager applications in your browser when several instances of the application
are open simultaneously. To configure Internet Explorer so that each instance of
Recorder Manager opens in a separate tab, follow this procedure:
1
Open Internet Explorer.
2
Select the Tools > Internet Options menu.
3
Select the General tab.
4
In the Tabs section of the General tab, select the Settings button.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
53
Chapter 3 - Enterprise Management
Manually Discover a Server and its Server Roles
5
In the When a pop-up is encountered section, select the Always open pop-ups
in a new tab option.
6
Each Recorder Manager application will now open in a separate tab in Enterprise
Manager.
To launch a Recorder Manager on a Recorder Server:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select a managed recorder server (a managed
server with recording server roles activated). Expand the Site Groups and/or Sites if
necessary.
3
Click Launch. The Recorder Manager application opens in a separate window.
Manually Discover a Server and its Server Roles
The Enterprise Manager periodically performs a discovery process to detect all active
server roles on a managed server. For more information, see “Server Discovery” on
page 347.
You can use the procedure below to manually perform the server discovery process so
that Enterprise Manager instantly detects the active server roles on a managed server.
To manually discover a server and its server roles:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the managed server on which you want
to discover server roles.
3
Click Save. All roles are discovered.
Move a Server
You can move a managed server to move the Server node under a different Site node or
Server Cluster node in the Installations tree. For more information, see “Move
Installation Tree Nodes” on page 49.
Copy Server Configurations
Copy managed server configurations within the enterprise to copy role settings,
associations, and component configurations data from one managed server to another
managed server(s). Copying a server includes copying:



The server roles settings of all server roles that exist on both the source and target
server, and are of the same type and version
Component configurations (if any)
Associations (if any), including Data Sources, IP Pools, Rules, Workstations,
Centralized Archiving to Campaigns, Centralized Archiving to Recorders, and
Schedule to Recorders.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
54
Chapter 3 - Enterprise Management
Copy a Server
When you copy a managed server, the Enterprise Manager locates for you all possible
target managed servers (that is, all servers that have one or more active server roles of
the same type and version as the server you are copying).
The copy operation copies only those server roles that exist on both the source and
target servers and that are of the same type and version.
If the target managed server includes roles that do not exist on the source managed
server, those roles remain untouched on the target server and are not affected by the
copy operation in any way.
When the copy process completes, you should manually verify the status of the
component configuration copy process using the Configuration Status tab (click View
Message Status), as successful copy cannot be confirmed immediately by the target
server.
Note the following before copying a server configuration:




You need Edit Installation Hierarchy privileges to copy server configurations.
If the source server has settings managed by the Recorder Manager, the Recorder
Manager settings are also copied to the Recorder Manager on the target server.
The copy server feature is not supported for v7.7 Recorder servers. If you have v7.7
Recorder servers in your environment, you cannot copy the configuration of one
v7.7 Recorder server to another v7.7 Recorder server.
If you copy the TDM Recorder server role, the Voice cards on both the source and
target server must be in the Existing state. If the Voice cards on both the source
and target server are not in the Existing state, you will see a message indicating the
copy operation completed successfully, but the Voice card settings are not actually
copied.
To verify that the Voice cards are in the Existing state before copying a server that
includes the TDM Recorder server role, perform this procedure on both the source
and target servers:
a. Launch the Recorder Manager application on the server that includes the TDM
Recorder server role. For more information, see “Launch a Recorder Manager on
a Recorder Server” on page 53
b. In the Recorder Manager application, select General Setup > Voice Cards >
Card. The Voice card status displays under the Status column in the left-hand
panel.
Information is presented in the following topics:

Copy a Server, page 55

Preview Copied Servers, page 56
Copy a Server
Copy a managed server to duplicate a server’s role settings, associations, and
component configurations in one or more other servers of the same version and service
pack. The following rules apply:


The source and target managed servers must at the same version and service pack
level.
Only server roles of the same type and same server role metadata version are
copied.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
55
Chapter 3 - Enterprise Management


Preview Copied Servers
Only the server roles settings and components that are available on the source
server are copied. Server roles existing on the target server, but not on the Source
server, are not affected by the copy operation.
Associations (if any) are copied, including Data Sources, IP Pools, Rules,
Workstations, Centralized Archiving to Campaigns, Centralized Archiving to
Recorders, and Schedule to Recorders.
You must have Edit Installation Hierarchy privilege to perform server copying
operations.
To copy a Server configuration:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the managed server you wish to copy,
and then click More Actions > Copy Server.
3
In the Copy Server window choose one or more managed servers to receive the
copied configuration. Click the arrow to expand Site Groups and Sites if necessary.
4
Click Copy.
5
Complete the Preview window, as described in Preview Copied Servers on page 56.
WARNING
After you make any server role configuration changes, check the Server
Role Restart window for any services or applications that require a restart.
Preview Copied Servers
Preview copied servers to review copy details from a copied server and confirm that you
wish to copy the server configuration to the target server(s). After previewing, the
results of the copy are displayed in the screen.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
56
Chapter 3 - Enterprise Management
Preview Copied Servers
To preview a copied server:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the managed server whose configuration
you wish to copy.
3
Click More Actions > Copy Server.
4
In the Copy Server window choose one or more managed servers to receive the
copied configuration. Click the arrow to expand Site Groups and Sites if necessary.
5
Click Copy. The Copy Server Results Preview popup screen displays.
NOTE
6
Do not use the F5 key to refresh the Copy Server Results Preview popup
screen. You cannot use the F5 key to refresh popup browser windows that
are launched by the Enterprise Manager application.
Review information in the Copy Server Results Preview window according to the
following:
Item
Description
Roles
Shows all available source server roles that are to be copied
Server
Shows the target server name
Roles To Copy
Shows supported server role settings that can be copied.
Roles To Skip
Shows all information that was not copied. The following messages
are possible:




Role Not Found: The role that was intended to be copied was
not found.
No Settings Defined to be Copied: The source role does not
have its settings defined; there are no settings to copy.
Different Number of Instances: The number of server role
instances attempted to be copied does not match the number
of server role instances (of the same type) on the target
server.
Version Mismatch: The source and target server role (of the
same type) versions do not match.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
57
Chapter 3 - Enterprise Management
Work with External Servers
7
Click Confirm Copy. The configuration from the servers that you selected in step 2
is copied to the server(s) you selected in step 3, and the Preview window displays.
8
In the confirmation window that displays, click Close.
Work with External Servers
You can create External Server nodes in the Enterprise Manager Installations tree.
External Servers are also referred to as "unmanaged servers," because they cannot be
managed or configured from the Enterprise Manager.
External servers can be either Recorder Servers or Storage Servers. Often, external
servers are older versions of the Recorder or Storage Servers that pre-date the
Enterprise Manager and do not contain the software that enables them to work fully with
Enterprise Manager. Examples of External Recorder Servers are OEM and Mediastore
versions of Recorder Servers.
Although external recording and storage servers cannot be configured from Enterprise
Manager, there is still value in integrating them into the recording environment and
adding them to the Installations tree.
For example, recordings from external Recorder types (such as Mediastores) can be
stored in a Centralized Archiving system that supports all Recorder types. Although
Enterprise Manager does not communicate with the external Mediastore server, the
external server must be added to the Installations tree to enable it to store recorded
media in the Centralized Archiving System.
Similarly, External Storage Servers can provide additional storage space for external
VAM Recorder Servers, but must be added to the Installations tree to work with the VAM
Recorder Servers.
After adding an external server to the Installations tree, you can activate the following
server roles for the external server. The server role(s) you activate determines the
functionality provided by the external server.

External Acquisition Server role

External Recorder role

External Screen Recorder role

External Screen Storage role

External Speech Transcription Service role

External Storage role

External Telephone Playback Service role
This section includes the following topics concerning working with external servers:

Create and Work with an External Server, page 59

Activate Server Roles on an External Server, page 60

Associate an External Server Role, page 62
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
58
Chapter 3 - Enterprise Management
Create and Work with an External Server
Create and Work with an External Server
Create an external server so that you can integrate related, unmanaged resources into
your recording environment. For External Recorder Servers, this allows recordings from
External Recorder types such as Mediastores, to be used, for example, in a Centralized
Archiving system that includes all Recorder types. For VAM Recorder External Servers,
External Storage Servers can provide additional unmanaged storage resources.
NOTE
You can add both managed servers and external (or unmanaged) servers
to a Site.
To create an external server:
1
Click System Management > Enterprise > Settings.
2
Select the Site for the new external server.
3
Click Create Installation, and then click External Server. The External Server
window displays.
4
Complete fields according to the following:
Field
Description
Name
Type the name of the external server being added. The name you
enter here appears as the server’s name in the Installations tree.
This field is mandatory.
Description
Add text (optional) to describe the external server. Since this
server does not communicate with Enterprise Manager, it is
recommended you describe the type of Recorder and its purpose
using as much detail as possible.
Serial Number
Type the serial number of the external server. Use only numbers;
do not include alphabetic or special characters.
Server Name
Type the network/hostname or IP address for this external server.
This field is optional.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
59
Chapter 3 - Enterprise Management
Activate Server Roles on an External Server
5
Click Save. The external server now displays in the installation hierarchy.
6
Activate or deactivate the external server’s role(s) as appropriate. All active roles
display.
To edit, move, or delete an external server
1
In the Installations pane, select a Site and then select the external server.
2
Review the displayed information, and then make any required changes and click
Save.
3
Do one of the following:


Click Move Installation to move the external server to a different Site, as
described in Move a Server on page 54.
Click Delete to delete the selected external server.
Activate Server Roles on an External Server
After you have created an External (or unmanaged) server, you must activate the server
role(s) on the server that is appropriate for the functionality provided by the server. You
can activate the following server roles on an external server:

External Acquisition Server role

External Recorder role

External Screen Recorder role

External Screen Storage

External Speech Transcription Service role

External Storage role

External Telephone Playback Service role
To activate server roles on an external server:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left-pane), select the managed server on which you want
to activate or deactivate Server roles.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
60
Chapter 3 - Enterprise Management
Activate Server Roles on an External Server
3
Click the Server Roles tab. The Server Roles window displays.
4
Review fields according to the following:
Item
Description
Active
Check box that you click to activate or deactivate the
corresponding server role.


Role name
5
Shows the name of the role (read-only). Once you check or
uncheck the Active check box and click Save, the role is activated
or deactivated respectively.
Do one of the following:



6
Activate: If you check a role, then that role is activated and
an icon for the server role appears beneath the Server icon in
the Installations tree.
Deactivate: If you uncheck a role, then that role is
deactivated. Deactivated roles do not appear in the
Installations tree.
Click the Active check box to check or uncheck the corresponding role. If
checked, the role is activated after you click Save. If unchecked, the role is
deactivated after you click Save.
Click Select All or Select None to place a check mark in all check boxes or to
uncheck all check boxes, respectively. Once you click Save, all roles are either
activated or deactivated, according to your choice.
Click the Configuration Checker icon (the check mark icon in the upper-right
corner of the screen) to check the updated configuration at any time.
Click Save.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
61
Chapter 3 - Enterprise Management
Associate an External Server Role
Associate an External Server Role
Associate a server role for an External server to link it to another server resource. For
example, an External Recorder can be associated with centralized archiving to show that
calls from the external server are being aggregated on the centralized archiving Server.
When a server role on an external server is associated to another server role, the
settings of the server role on the external server are shared with the role to which it is
associated.
To associate an External Recorder Server:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left-pane), expand the External Server icon and select a
server role.
3
Click Associations. The Associations tab displays, showing any eligible servers that
can be associated with the server role.
4
Click a server in the hierarchy, and then click Save.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
62
Chapter 3 - Enterprise Management
Enterprise Settings
Enterprise Settings
The Enterprise Settings are configured at the Enterprise node, and apply to all managed
servers in all Site Groups and Sites in the Enterprise.
Only the Management Service Account and the System Backup Enterprise Settings
can be overridden (configured) at nodes below the Enterprise node. All other Enterprise
Settings apply to all managed servers in the enterprise (they are configured at the
Enterprise node) and cannot be overridden at lower nodes of the Installations tree.
When you add a new Site Group, Site, or Server node to the Installations tree, the
added node inherits the Enterprise Settings from its parent node.
When you change Enterprise Settings, it may be necessary to restart services on the
managed servers. If this is the case, one alarm is raised for each service that must be
restarted on the affected server.
You must have Edit Installation Hierarchy user privileges scoped to the Enterprise node
to configure Enterprise Settings.
To configure Enterprise Settings:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the Enterprise node.
NOTE
3
If you want to edit the Management Service Account or the System
Backup settings for a lower node of the Installations tree, select that node
here instead of the Enterprise node.
Click Enterprise Settings.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
63
Chapter 3 - Enterprise Management
4
Enterprise Settings
Make settings changes according to the following:
Item
Description
Pending
Messages Icon
The Pending Messages icon
displays above this screen when the
Enterprise Manager is processing configuration changes. For more
information, see “The Configuration Messages Status Icon” on
page 149.
Calendar Settings
First Day of the
Week
Specify the day that is considered the first day of the work week in
your part of the world (for example, Monday in the United States).
This setting is used by the Quality Monitoring (QM) application. The
setting determines the day that is considered the first day of the
week in the weekly QM reports. The setting also affects the
operation of the QM inbox flow manager.
Note: This setting is also used to calculate periodicities in
Scorecards when the Apply to Scorecards check box is selected.
For more information about this check box, see the description
below.
Starting Date of
the Fiscal Year
Select the starting month and day (mm/dd) of the fiscal year for
your enterprise. The year is not needed. This information is
required by some Enterprise Portal applications.
Note: This setting is also used to calculate monthly, quarterly, and
yearly periodicities in Scorecards when the Applies to Scorecards
check box is selected. For more information about this check box,
see the description below.
Apply to
Scorecards
Select to use the two enterprise calendar dates (First Day of the
Week and Starting Date of the Fiscal Year) for Scorecards. The
default value for this check box varies based on whether this is a
new version 15.1 installation or a migration to v15.1.


For a new installation, this check box is selected.
For a migration, this check box is clear.
Caution: Scorecards data will be purged and periodicities will be
re-calculated when either of the following actions occur:


this check box is selected after a migration.
this check box is selected and either one of the calendar dates
is changed.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
64
Chapter 3 - Enterprise Management
Item
Enterprise Settings
Description
Locale Settings
Default
Language
Specify the language to be used in the user interfaces of all
Enterprise Portal applications (including Enterprise Manager).
Default
Regional
Format
Specify the regional formats appropriate for your part of the world.
The regional formats affect the display of the following in the user
interfaces of all Enterprise Portal applications (including Enterprise
Manager):





Default Time
Zone
Date (short and long formats, order, separator)
Time (12 or 24 and relevant symbols, separator, leading zero)
Currency (symbol, number settings)
Number settings (000 separator, decimal point character)
Employee display name format (for example, ordering of first
and last names may be different for some regions)
Specify the time zone appropriate for your location. This setting can
be overridden by individual users in their User Preferences settings.
Management Service Account Settings
Management
Service Account
Username (or
“MSA”
Username)
Specifies the username of the Windows user account that managed
servers use to access services in the system. Enter the username in
the Windows Domain\Username format (for example,
Domain1\JDoe)
For the initial configuration of this setting, specify the same
username that was specified for the Management Service Account
during the server installations.
Important:


Management
Service Account
Password
Changing this username involves more procedures than just
changing the value specified in this field. For details about
changing the Management Service Account, see the System
Administration Guide.
For additional information about the Management Service
Account (including the rights required), see the Technologies,
Security, and Network Integration Deployment Guide.
Specifies the password associated with the Windows user account
(specified above) that managed servers use to access various
services in the system.
For the initial configuration of this setting, specify the same
password that was specified as the Management Service Account
Password during the server installations.
The maximum password length is 127 characters.
Important: Changing this password involves more procedures
than just changing the value specified in this field. For details about
changing the Management Service Account, see the System
Administration Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
65
Chapter 3 - Enterprise Management
Item
Enterprise Settings
Description
Database Management Service Account Settings
Database
Management
Username (or
“DMSA”
Username)
Specify the username of the Windows user account that databaserelated tasks on the managed servers use to access and configure
all databases in the system.
For the initial configuration of this setting, specify the same
username that was specified as the Database Management Services
Account Username during the server installations.
Specify the name in the Windows Domain\Username format (for
example, Domain1\JDoe)
This Domain\Username entry must be from a valid Windows user
account in the Windows domain in which the Enterprise Manager
and the managed servers in your system reside. This Windows user
account must be dedicated to this purpose.
Important:


Database
Management
Password
Changing this username involves more procedures than just
changing the value specified in this field. For details about
changing the Database Management Service Account, see the
System Administration Guide.
For additional information about the Database Management
Account (including the rights required), see the Technologies,
Security, and Network Integration Deployment Guide.
Specify the password associated with the Windows user account
(specified above) that database-related tasks on the managed
servers use to access and configure all databases in the system.
Note: For the initial configuration of this setting, specify the same
password that was specified as the Database Management Services
Account Password during the server installations.
The maximum password length is 127 characters.
Important:
Changing this password involves more procedures than just
changing the value specified in this field. For details about changing
the Database Management Service Account, see the System
Administration Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
66
Chapter 3 - Enterprise Management
Item
Enterprise Settings
Description
Maintenance Times Settings
Day of Week for
Weekly
Maintenance
Specify the day of the week in which you want the weekly
maintenance jobs to run on all managed servers in the Enterprise.
Weekly
Maintenance
Start Time
Specify the time of day in which you want the weekly maintenance
jobs to begin running on all managed servers in the Enterprise.
Weekly
Maintenance
Duration
Specify the time in minutes that you want the weekly maintenance
jobs to run. If the maintenance jobs exceed the specified time limit,
an alarm is raised.
Daily
Maintenance
Start Time
Specify the time of the day in which you want the daily
maintenance jobs to run on all managed servers in the Enterprise.
These maintenance jobs run in the background once per week on a
managed server at the scheduled time. These jobs perform
maintenance procedures to clean up and optimize the managed
server. These jobs should be scheduled at the time of the lowest
system usage as they consume system resources and can
adversely affect system performance.
The time of day you specify here corresponds to the time zone in
which a server is configured to operate. For example, assume you
have one server operating in the Eastern Standard Time (EST) time
zone and one server operating in the Greenwich Mean Time (GMT)
time zone. If you select 1:00 AM, the maintenance jobs begin
running at 1:00 AM EST on the server in the EST time zone and
1:00 AM GMT on the server in the GMT time zone.
These maintenance jobs run in the background once per day on a
managed server at the scheduled time. These jobs perform
maintenance procedures to clean up and optimize the server. These
jobs should be scheduled at the time of the lowest system usage as
they consume system resources and can adversely affect system
performance.
The time of day you specify here corresponds to the time zone in
which a server is configured to operate. For example, assume you
have one server operating in the Eastern Standard Time (EST) time
zone and one server operating in the Greenwich Mean Time (GMT)
time zone. If you select 1:00 AM, the maintenance jobs begin
running at 1:00 AM EST on the server in the EST time zone and
1:00 AM GMT on the server in the GMT time zone.
Daily
Maintenance
Duration
Specify the time in minutes that you want the daily maintenance
jobs to run. If the maintenance jobs exceed the specified time limit,
an alarm is raised.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
67
Chapter 3 - Enterprise Management
Enterprise Settings
Item
Description
Use Custom
Schedule
Select this option if you are using a customized schedule defined in
an external tool (for example, SQL Enterprise Manager) to perform
maintenance procedures. When this option is selected, the other
maintenance scheduling fields in this section are disabled and the
weekly and daily maintenance jobs described above do not run.
SMTP Settings (Required to support e-mail notifications for alarms and
alerts)
SMTP Server
Enter the server host name, IP address, or the Fully-Qualified
Domain Name (FQDN) of the SMTP server used by the managed
servers.
Servers use this address to connect to the SMTP server to send an
email (for example, to notify an administrator of a triggered alarm).
Notes:


If you want users to receive reports via email, you must
perform the procedure titled “Specify a Connection to a Mail
Server Account” in the Workforce Optimization Administration
Guide. This procedure enables the IBM Cognos server to send
reports via email.
The SMTP server must be configured to allow receipt of email
from all managed servers in the enterprise (not just the
application server). If the SMTP server is not configured in this
way, email notifications of triggered alarms are not sent.
SMTP Port
Enter the port on which the SMTP server listens for connections
from the managed servers.
Secondary
SMTP Server
Enter the server host name, IP address, or the FQDN of the
secondary SMTP server used by the managed servers.
Servers will access this SMTP server to send email if the primary
SMTP server is unavailable.
Secondary
SMTP Server
Port
Enter the port on which the secondary SMTP server listens for
connections from managed servers.
Return Email
Address
Enter the return email address to appear in emails that are sent by
background processes running on the managed servers.
An example of an email sent by a background process is an email
that is sent to an employee by an alarm notification profile when an
alarm is triggered on a managed server.
When a user replies to an email sent by a background process, the
reply is sent to this email address.
Note: Each user is assigned an individual email address in their
user profile. If a user logs into the system, and initiates an action in
the user interface that generates an email (such as forwarding a
link to a recording), the user’s email address appears as the return
email address in the sent email.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
68
Chapter 3 - Enterprise Management
Enterprise Settings
Item
Description
Use
Authentication
Select this option if you want the managed servers to present
authentication credentials to the SMTP server when connecting to
the SMTP server. Specify these credentials below.
Username
This field is required only if you select the Use Authentication
option.
Enter the domain and username of the SMTP server account that
the managed servers use to authenticate when connecting to the
SMTP server. Complete this field in the format
Domain\Username.
This must be a username associated with a valid account on the
SMTP server.
Password
Enter the password associated with the SMTP server account that
the managed servers use to authenticate when connecting to the
SMTP server.
This field is required only if you select the Use Authentication
option.
System Backup Settings
System Backup
Each managed server stores some, but not all, of its configuration
data in various databases.
Select this option if you also want to store backup copies of the
managed server XML configuration and properties files that are not
stored in any database. Storing these files ensures that you have
backup copies of all configuration files if it is necessary to
completely restore the configuration of a managed server.
When you select this option, use the System Backup Path field
below to specify the network location where you want to store the
backup copies of these XML files.
The system backup is a daily maintenance task. If you select this
option, the system backup runs every day at the time specified in
the Daily Maintenance Start Time setting above.
For more information about the specific files backed up by this
feature, see the Maintenance Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
69
Chapter 3 - Enterprise Management
Enterprise Settings
Item
Description
System Backup
Path
Specify the Universal Naming Convention (UNC) path to the specific
server and directory where you want to store the backup copies of
the Server XML configuration and properties files (for example:
\\ComputerName\DirectoryName). This server and directory
must be accessible on the network from the managed servers.
You can modify this setting at the Site Group or Site node of the
Installations tree. The network location specified here must be
accessible by all of the managed servers in the selected Site Group
or Site.
Important: The Management Service Account (MSA) specified in
the Management Service Account Settings above must have write
access to the directory specified in this setting.
If the same System Backup Path is specified for multiple servers,
the system creates a separate subfolder for each server.
This value cannot specify a location on the local physical drive of
the computer hosting the Enterprise Manager application. You
cannot store the backup copies of the configuration and properties
files on the local physical drive of the computer hosting Enterprise
Manager.
5
Do one of the following:

Click the Test SMTP Settings button to test the SMTP settings you entered in
the SMTP section of the Enterprise Settings.
When you click the Test SMTP Settings button, the system sends a test email
to the email address specified as the Return Email Address in the SMTP
settings.
If the SMTP settings are configured correctly, a message appears at the top of
the Enterprise Settings screen indicating the email was successfully sent. An
error message appears if the SMTP settings are not configured correctly. For
more information, see “Test SMTP Settings” on page 71.

Click Save. When you click Save, the changes are applied to the selected node.
The changes are also applied to a child node if the child node has not been
previously altered from its default state and saved.
If a child node has been previously altered and saved, changes are not sent to
the child node when you click Save. In this case, you must click the Save and
Apply to Children button to apply the changes to the child node.

Click Save and Apply to Children to apply changes to all managed servers
below the selected node. For example, with a Site Group selected, click Save and
Apply to Children to pass updated settings to all managed servers in Sites in the
Site Group.
NOTE
Select this option if you are configuring the Enterprise Settings for
the first time (performing the initial configuration of the Enterprise
suite).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
70
Chapter 3 - Enterprise Management

Test SMTP Settings
Click Revert to Parent to restore the settings to those of the parent Site Group
or Site. For example, when you click Revert to Parent, only this Site’s settings
revert to those of the parent Site Group. Other Sites in the Site Group are not
affected.
Note: Revert to Parent is disabled when Enterprise is selected, as Enterprise has
no parent Site Group.
6
Check the System Monitoring > System Monitor > Alarm Dashboard screen
for new alarms that indicate it is necessary to restart services. If these alarms
appear, restart the services indicated by the alarms.
In some cases, changes to the Enterprise Settings necessitate the restarting of
services on some managed servers. If this is necessary, an alarm is raised in the
System Monitor on the affected server. It may take several minutes after changing
the Enterprise Settings for these alarms to be raised in Enterprise Manager. One
alarm is raised for each service that must be restarted.
Test SMTP Settings
The Enterprise Settings screen includes a Test SMTP Settings button. Use this button
to test that the SMTP settings on the Enterprise Settings screen are configured correctly.
This feature sends a test email via the SMTP server to the email address specified as the
Return Email Address in the SMTP settings. For testing purposes, you can enter your
own email address in the Return Email Address field, and then perform the procedure
below, to have the test email appear in your email inbox.
To test the SMTP Settings:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree, select the Enterprise node.
3
Click the Enterprise Settings tab.
4
Click the Test SMTP Settings button in the bottom right corner of the screen.
If the SMTP settings are configured correctly, a message appears at the top of the
Enterprise Settings screen indicating the email was sent successfully. Be sure to
scroll through this message to read all of the contents of the message. Both the
primary SMTP server and the secondary SMTP server are tested and the message
provides information on both of these servers.
If the SMTP settings are not configured correctly, the message at the top of the
screen indicates an error occurred when sending the email message. The message
also indicates whether the primary SMTP server settings, the secondary SMTP
server settings, or both sets of settings are configured incorrectly.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
71
Chapter 3 - Enterprise Management
Security Settings
Security Settings
You configure the settings on the Security tab to support encryption of recorded data,
securing communications within the system with SSL, and to specify timeout intervals
for applications.
The settings on the Enterprise Manager Security tab support encryption for the
following:

Recorded media (for example, telephone calls and computer screen activity) that
may contain sensitive customer information, such as payment card information

Security tokens used in telephone recording and screen recording replay requests

SSL encryption of Web browser access to Enterprise Portal applications.


SSL encryption of client-to-server communication occurring between client
applications in the data center (such as Enterprise Manager) and the managed
servers both at remote sites and within the data center.
SSL encryption of server-to-server communications
IMPORTANT
Before configuring SSL settings, you should read the Security Guide. This
guide provides detailed instructions for setting up SSL for all managed
servers and applications (including Enterprise Manager) deployed both in
the data center and at remote Sites.
You can also configure application session timeout intervals so that a user must log in
again after an application is open for a specified period of time. This security precaution
ensures that applications left open on unattended computers become inaccessible after
a specified interval.
Many of the security settings are configurable only at the Enterprise node and apply to
all managed servers deployed in the enterprise. Others can be configured at the Site
Group, or Site nodes, as noted in the procedure below. Security settings are not
configurable from the Installations (or Server) nodes.
When you change Security Settings, it may be necessary to restart services on the
managed servers. If this is the case, one alarm is raised in the System Monitor on the
affected server for each service that must be restarted.
You need View Installation Security and Edit Installation Security privileges to view and
edit all security settings. You must also have a license for security before you can enable
Data-At-Rest-Encryption and some of the Encryption Management security settings, as
noted in the procedure below.
To configure security settings:
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the node from which you want to
configure the Security settings. Some Security settings are configurable only from
the Enterprise node, as noted in the table below.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
72
Chapter 3 - Enterprise Management
Security Settings
3
Click Security.
4
Complete the settings window according to the following:
Item
Description
Pending
Messages
Icon
The Pending Messages icon
displays above this screen when the
Enterprise Manager is processing configuration changes. For more
information, see “The Configuration Messages Status Icon” on
page 149.
View
Installations
Tree
Select a predefined filtered view of the installations tree or accept the
default All view. The All view displays the entire Installations tree
hierarchy. For a large hierarchy, a filter is recommended. You can
create or edit a filter, as described in Filter the Installation Tree on
page 145.
Find
Type the name or first few letters of a Site Group, Site, or Server and
then click Go to perform a search of the Installations tree. All
matches are highlighted. For multiple matches, use the adjacent Up
and Down arrows to move up and down the list of matches.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
73
Chapter 3 - Enterprise Management
Item
Security Settings
Description
General (Configurable only from the Enterprise node)
Security
Token
PassPhrase
Optionally type or update the security token pass phrase.
When a user attempts to replay a telephone or screen recording, the
system sends a retrieval request to retrieve the recording from
storage.
These retrieval requests include a security token that validates these
retrieval requests.
This pass phrase is used to generate the key that encrypts this
security token.
The system ships with a default pass phrase and will operate properly
if you accept the default and do not enter anything in this setting.
Generally, you only need to change this pass phrase under the
following circumstances:


You believe there is a security risk with the existing password.
For example, you believe this password is known by someone
who may use it to gain illicit access to telephone recordings or
screen recordings.
The security policies of your enterprise require all passwords to
be changed periodically.
Important:


If you change this setting, you must restart the IIS server on
every application server in your environment. (For example, on
the application server open a command line as the server
administrator, and run iisreset.)
After restarting the IIS servers, it may take a few minutes for the
change to go into effect.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
74
Chapter 3 - Enterprise Management
Security Settings
Item
Description
Security
Token
Timeout
Period (Secs)
Specify the maximum number of seconds allowed between the time
the security token discussed above is generated and the time the
security token is processed (used in the recording retrieval request
authentication process). If this period is exceeded, the token expires
and authentication fails, and the user cannot replay any telephone or
screen recordings.
This setting prevents unauthorized users from using old security
tokens to gain illicit access to telephone or screen recordings.
The default setting is 300 seconds.
Lower settings provide greater security. However, if the setting is too
low, network congestion (or other processing delays) may cause the
timeout period to elapse before the system can process the security
token. When specifying settings lower than 300 seconds, experiment
as needed to find the setting that provides the highest security but
does not cause unnecessary authentication failures.
The minimum setting is 1 second and the maximum setting is
99,999,999 seconds.
SSL
Enable SSL
This option enables SSL for all data transmitted on the network by all
applications and managed servers in the system.
Important: Selecting this option is not the only procedure required
to enable SSL. Before you select this option, you must make the
necessary preparations for enabling SSL for the system, including
installing certificates. Details on how to prepare the system for SSL
appear in the Security Configuration Guide. If you select this option
without first making the necessary preparations, such as correctly
installing SSL certificates, Enterprise Manager will be unable to
communicate with the managed servers.
When you select this setting, you must also select an SSL Mode
setting, as discussed in “SSL Mode” below.
When SSL is completely enabled (including the installation of
certificates), the following communications are encrypted:




All Web browser access to Enterprise Portal applications
All client-to-server communications (includes all clients, such as
Enterprise Manager and Quality Monitoring).
All passwords transmitted between a user’s Web browser and the
login page, and any passwords transmitted on the network by
the system to support single sign-on.
All server-to-server communications.
Clear the check mark from this setting to disable SSL.
You can edit this option at the Enterprise, Site Group, Site or Server
nodes of the Installations tree. (that is, you can enable SSL for some
Site Groups, Sites, or Servers and disable it for others).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
75
Chapter 3 - Enterprise Management
Security Settings
Item
Description
SSL Mode
When you select the Enable SSL setting, you must select an SSL
Mode (or accept the default setting of Medium).
The SSL Mode determines the specific SSL/TLS protocols and cipher
suites that are used to encrypt communications.
The available settings are High, Medium, and Custom. The High
setting provides the strongest security.
You can edit this mode for any node of the Installations tree:
Enterprise, Site Group, Site, or Server.
The mode you select applies to all encrypted client-to-server and
server-to-server connections to the server(s) at or beneath the
Installations tree node at which you edit the setting. For example,
you can specify the Medium mode for one site or server and the High
mode for a different site or server.
For detailed information about the specific protocols and ciphers
supported by each of the SSL mode settings, see the “SSL cipher
suites” section of the Security Configuration Guide.
Data-At-Rest Encryption
Enable DataAt-Rest
Encryption
Choose this option to encrypt all recorded content immediately as it
is written to the disk on the managed recorder server. The content
remains encrypted as it is archived.
This field can be enabled only when there is a primary RSA Key
Management Server configured. Make sure the RSA Key Management
Server is configured to allow this option, as discussed in the Security
Configuration Guide.
You must have a license for security to enable this option.
You can edit this option at the Enterprise, Site Group, Site, or Server
nodes of the Installations tree.
Encryption
Key Class
Type the encryption key class. Key classes, such as recorder key
class, are created in the RSA Key Management Server to identify a
set of encryption keys, derived from a specified key policy, and
associated with a defined application group. For more information,
refer to the Security Configuration Guide.
This field is enabled only if Enable Data at Rest Encryption is
checked.
You can edit this option at the Enterprise, Site Group or Site nodes of
the Installations tree.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
76
Chapter 3 - Enterprise Management
Item
Security Settings
Description
Screen Encryption
Encrypt
Screen
Content in
Transit
This check box applies to environments that support screen
recording. You must be licensed for Encryption Management to select
this option.
With screen recording, screen capture data is sent over the network
from an agent’s local computer to a screen recorder server.
Select this check box to ensure that the screen capture data is sent
over the network in the encrypted format when it is sent from the
agent’s local computer to the recorder server.
Selecting this option prevents sensitive data present in screen
images, such as credit card or social security numbers, from being
transmitted in an unencrypted format.
Note: If you enable this option, the screen capture data is encrypted
only while in transit on the network. Selecting this option does not
encrypt screen capture data that is stored on a recorder or archived.
To encrypt the recordings stored on a recorder or archived, you must
also select the Enable Data-At-Rest Encryption option above.
You can edit this option at the Enterprise, Site Group or Site nodes of
the Installations tree.
For example, assume you select this option for Site A, but not Site B.
Screen activity is encrypted for the agent computers operating in Site
A, but not for the agent computers in Site B.
Encrypting Screen Content in Transit to the Live Monitor
Application
If you use Screen Live Monitor (Real-Time Monitoring) in your
enterprise, and you enable the Encrypt Screen Content in Transit
option, you must perform an additional step on a supervisor’s
desktop to enable the supervisor to Live Monitor the agent’s desktop.
To allow a supervisor to Live Monitor agent desktops that are
configured for Encrypt Screen Content in Transit, do the following:
1
Copy the client.wss file into the playback directory (default
C:\Program Files\Verint\Playback) of the supervisor’s
workstation.
Note: When the client.wss file is copied to the playback directory, the
supervisor can live monitor only encryption-enabled desktops. If the
client.wss file is not copied to the playback directory, the supervisor
can live monitor only desktops that are not encryption-enabled.
For information about creating and deploying the client.wss file, see
the Security File Configuration section of the Security Configuration
Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
77
Chapter 3 - Enterprise Management
Item
Security Settings
Description
Encryption Management (Configurable only from the Enterprise node)
Primary Key
Management
Server
Type the host name or fully qualified domain name (FQDN) of the
primary server that hosts the key management system. For Port,
type the port number, default 7443, used by the server that hosts the
key management system.
You must have a license for security to specify a Primary Key
Management Server.
For more information, see the Key Manager Server Installation and
Configuration Guide.
Secondary
Key
Management
Server
Same as above, but applies to the secondary (or backup) server, if
one exists, that hosts the KMS.
You must have a license for security to specify a Secondary Key
Management Server.
For more information, see the Key Manager Server Installation and
Configuration Guide.
Client
Certificate
File Password
Type the export password of the client certificate used to create an
identity/application in RSA KMS.
A pre-generated client certificate, I360KMClientCertKey.p12, is
installed in the <install
directory>\software\conf\securityKMCerts folder during
installation. By default, the system is configured to use the pregenerated client certificate.
The default password of the pre-generated client certificate is
impact360 (all lower case).
If Key Not
Present
Select the action to be taken when the encryption key is not available
(for example, when the Key Manager server is unavailable due to
network problems or other technical difficulties).
This setting applies only to recorder servers that have either the TDM
Recorder or IP Recorder server role activated.
Click Stop Recording or Archiving, if you want the recorder
servers to stop recording or archiving when the encryption key is not
available.
Click Record or Archive in Unencrypted Format if you want the
recorder servers to continue recording or archiving when the
encryption key is not available.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
78
Chapter 3 - Enterprise Management
Item
Security Settings
Description
Application Security (Configurable only from the Enterprise node)
Session
Timeout
Specify the number of minutes an application will stay active before
requiring the user to log in again. When this time interval elapses, a
login prompt displays to the user, and the user must log in again to
continue using the application.
The Session Timeout setting is a security precaution. Specifying a
Session Timeout interval can prevent unauthorized users from
accessing the system through applications left running on unattended
computers.
Select this option to apply the Session Timeout interval above to
applications that include pages that automatically refresh
themselves.
Apply Session
Timeout to
Auto Refresh
Pages
Some applications (including Enterprise Manager) contain pages that
automatically refresh their contents at user-defined intervals. These
pages include a Refresh Rate setting, usually in the upper-right
corner of the page.
If you do not select this option, applications that contain auto-refresh
pages will not timeout when the Session Timeout interval elapses
(that is, they will not require users to log in again after the Session
Timeout interval elapses).
5
Do one of the following:

Click Save. When you click Save, the changes are applied to the selected node.
The changes are also applied to a child node if the child node has not been
previously altered from its default state and saved.
If a child node has been previously altered and saved, changes are not sent to
the child node when you click Save. In this case, you must click the Save and
Apply to Children button to apply the changes to the child node. Refer to the
Security Configuration Guide for more information.

Click Save and Apply to Children to apply changes to all managed servers
below the selected node. For example, with a Site Group selected, click Save and
Apply to Children to pass updated settings to all managed servers in Sites in the
Site Group.
WARNING
Even if you have updated the child nodes in a Site Group or Site,
clicking Save and Apply to Children overwrites all the changes to all
the managed servers in any Site Group or Site below the selected
node.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
79
Chapter 3 - Enterprise Management

Security Settings
Click Revert to Parent to restore the settings to those of the parent Site Group
or Site. For example, when you click Revert to Parent, only this Site’s settings
revert to those of the parent Site Group. Other Sites in the Site Group are not
affected.
Note: Revert to Parent is disabled when Enterprise is selected, as Enterprise has
no parent Site Group.

6
Click Revert to revert to the settings that existed the last time the screen was
saved.
Check the System Monitoring > System Monitor > Alarm Dashboard screen
for new alarms that indicate it is necessary to restart services. If these alarms
appear, restart the services indicated by the alarms.
In some cases, changes to the Security settings necessitate the restarting of
services on some managed servers. If this is necessary, an alarm is raised on the
affected server. It may take several minutes after changing the Security settings for
these alarms to be raised. One alarm is raised for each service that must be
restarted.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
80
Chapter 3 - Enterprise Management
View Configuration Status
View Configuration Status
Use the Configuration Status tab for these purposes:



View a list of the configuration errors that are associated with each managed server.
Information about each error is also provided.
View a list of configuration changes that are queued and waiting to be converted to
configuration messages.
View a list of configuration messages sorted by status (for example, pending,
retrying, completed, or failed).

View the number of pending configuration messages associated with each server.

View detailed information about individual configuration messages.

Delete configuration messages that have not yet been sent to the managed servers.
NOTE
Configuration messages are XML documents that contain the configuration
changes made in Enterprise Manager. These XML documents are sent from
Enterprise Manager to the managed server and used by the managed
server to implement configuration changes on the server.
For more information about configuration messages, see “Handling of
Configuration Changes by the Enterprise Manager” on page 337 and
“Enterprise Manager Agent” on page 340.
See the following topics:

View a List of Configuration Errors, page 81

View Queued Configuration Changes, page 84

View Configuration Message Status, page 85

View Configuration Message Details, page 90

Export a Configuration Message to a Zip File, page 92

Delete Configuration Messages, page 93
View a List of Configuration Errors
Use the Configuration Status tab to view a list of configuration errors on the managed
servers in the enterprise.
You can view a list of the configuration errors that exist at each node of the Installations
tree: Enterprise, Site Group, Site, Server, and Server Role.
The node you select in the Installations tree determines the configuration errors that
display in the right-hand pane. For example, if you select the Enterprise node, the righthand pane displays every configuration error associated with every managed server in
the enterprise. If you select, a Site Group node, the right-hand pane displays only
configuration errors associated with the managed servers in the selected Site Group,
and so on.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
81
Chapter 3 - Enterprise Management
View a List of Configuration Errors
Each configuration error in the list includes important information about the
configuration error, including the specific server on which the problem exists and an
error description to help you resolve the configuration error.
To view a list of configuration errors:
1
Choose System Management > Enterprise > Configuration Status.
2
If View Configuration Status appears in the lower-right corner, click it.
If View Message Status appears in the lower-right corner, do nothing and
continue to step 3.
3
In the Installations tree (left pane), select the node from which you want to view
the list of configuration errors (Enterprise, Site Group, Site, Server, or Server Role).
4
Review the following information:
Item
Description
Pending
Messages
Icon
The Pending Messages icon
displays above this screen when the
Enterprise Manager is processing configuration changes. For more
information, see “The Configuration Messages Status Icon” on
page 149.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
82
Chapter 3 - Enterprise Management
View a List of Configuration Errors
Item
Description
View
Use the View menu on the right-hand side of the screen to filter the
display of configuration errors according to error level. The possible
selections are All, Fatal, Warning, and Error.
The configuration errors that display are those that exist at and below
the node selected in the Installations tree.




Refresh
Rate
All - Displays all configuration errors (errors of the Fatal, Error, and
Warning statuses).
Fatal - Displays only errors of the Fatal level. Fatal configuration
errors can cause the server to stop functioning and must be
addressed immediately.
Error - Displays only errors of the Error level. Error-level
configuration errors can seriously affect the server performance
and should be addressed as soon as possible.
Warning - Displays only errors of the Warning level. Warning
configuration errors indicate potential problems that should be
addressed when time permits.
Shows the rate at which the user's browser refreshes the current page
to update the view of configuration errors. Click the Up/Down arrows to
choose a refresh rate from the menu (maximum 20 minutes). The
default setting is 1 minute. You can also click the refresh icon (beside
the Configuration Status check mark) at any time to refresh the current
page.
The higher the refresh rate, the better the system performance
resulting from less bandwidth and less processor usage. The default
setting provides a balance of good error reporting and good
performance.
Note: This setting does not control the interval at which the
configuration errors are gathered from the managed servers. This
setting controls the rate at which the screen refreshes to display the
latest information gathered from the servers.
Installation
Shows the name of the managed server on which the configuration
error exists.
Error Type
Shows the type of configuration error, such as a Role Constraint
Violation or an Automatic Discovery Failure.
Error Level
Shows the error level, such as Fatal, Error, or Warning. See View above
for more information about error levels.
Entry Date
Shows the date and time when the configuration error occurred.
Error
Description
Shows a description of the error, such as "Integration Service - Role
Integration Service should be associated to at least one instance of role
IP Recorder under given enterprise". Use this information to resolve the
error condition.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
83
Chapter 3 - Enterprise Management
View Queued Configuration Changes
View Queued Configuration Changes
When you use Enterprise Manager to make configuration changes to managed servers,
Enterprise Manager performs a two-step process to distribute these changes to servers.
The Enterprise Manager:


Queues the configuration changes in a local cache
Converts the queued configuration changes to configuration messages (XML
documents) and transmits these messages on the network to the managed servers
From the Configuration Status tab, you can view a list of all configuration changes
that are queued in the local cache, but have not yet been converted to configuration
messages. This list shows the status of each queued configuration change.
You must have the View Installation Hierarchy privilege to view the list of queued
configuration changes.
NOTE
For more information about configuration changes and configuration
messages, see “Handling of Configuration Changes by the Enterprise
Manager” on page 337 and “Enterprise Manager Agent” on page 340.
To view a list of queued configuration changes:
1
Choose System Management > Enterprise > Configuration Status.
2
In the Installations tree (left pane), select the Enterprise node.
3
Click View Queued Changes in the lower-right corner.
NOTE
If you do not see View Queued Changes, click View Configuration
Status, and then click View Queued Changes.
The View Queued Changes window shows the configuration changes that are
queued and waiting to be converted to configuration messages.
The following information is provided for each queued configuration change:
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
84
Chapter 3 - Enterprise Management
View Configuration Message Status
Item
Description
Change Type
Indicates the area of the user interface from which the
configuration change was made.
Number of Changes
Indicates the number of configuration changes that are queued
for each area of the user interface.
Time of First Change
Indicates the date and time at which the first queued
configuration change was made.
4
Click View Configuration Status to return to the Configuration Status summary
screen.
View Configuration Message Status
Use the Configuration Status tab to view a list of configuration messages sent from
the Enterprise Manager to the managed servers. This list shows the status of each
message.
Configuration messages are XML documents that are sent from Enterprise Manager to a
managed server when you change the configuration of the managed server. These
messages carry the data needed to implement the configuration change on the
managed server.
NOTE
For more information about configuration messages, see “Handling of
Configuration Changes by the Enterprise Manager” on page 337 and
“Enterprise Manager Agent” on page 340.
You can view a list of the configuration messages and their statuses at these nodes of
the Installations tree: Enterprise, Site Group, Site, and Server. The node you select in
the Installations tree determines the configuration messages that display in the righthand pane. For example, if you select the Enterprise node, the right-hand pane displays
the status of every configuration message sent to every managed server in the
enterprise. If you select a Site Group node, the right-hand pane displays the status of
every configuration message sent to every managed server in the selected Site Group,
and so on.
You can filter the display of the configuration messages. For example, you can display
only the configuration messages that have a particular status.
Once you display the list showing the configuration messages, you can double-click on a
specific configuration message to view detailed information about that configuration
message.
To view a list showing the status of configuration messages:
1
Choose System Management > Enterprise > Configuration Status.
2
In the Installations tree (left pane), select the node of the Installations tree from
which you want to view configuration messages and their status (Enterprise, Site
Group, Site, or Server).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
85
Chapter 3 - Enterprise Management
3
View Configuration Message Status
If View Message Status appears in the lower right corner, click it.
If View Configuration Status appears in the lower-right corner, do nothing, and
continue to step 4.
4
The Configuration Status window shows the status of all configuration messages
sent to the managed servers at or below the Installations tree node selected in step
2.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
86
Chapter 3 - Enterprise Management
View Configuration Message Status
Review the following:
Item
Description
Pending
Messages Icon
The Pending Messages icon
displays above this screen when the
Enterprise Manager is processing configuration changes. For more
information, see “The Configuration Messages Status Icon” on
page 149.
View menu
Use the View menu on the right-hand side of the screen to filter the
display of configuration messages according to the message status.
The possible selections are listed below:






Refresh Rate
All - Displays configuration messages that have any of these
statuses: Scheduled Imports, Pending, Completed, Failed.
Scheduled Imports - Displays configuration messages that
are scheduled to be imported, but have yet to be imported and
processed.
Pending - Displays configuration changes that are converted
from the queued state into configuration messages, but the
configuration messages are not yet sent from Enterprise
Manager to the managed server.
Completed - Displays configuration messages that were
successfully received and processed by the managed server.
Failed - Displays configuration messages that were received
by the managed server but could not be successfully
processed. In this case, you need to examine the source file
and find out the cause of the failure, such as a mis-spelled field
name.
Pending Per Server - Displays the total number of
configuration messages in the Pending state (as described
above) that exist for each server. Also displays the time of the
last attempt to send a pending configuration message to each
server, and the total number of attempts that have occurred to
each server.
Shows the rate at which the user's browser refreshes the current
page to update the view of the configuration message status. Click
the Up/Down arrows to choose a refresh rate from the menu
(maximum 20 minutes). The default setting is 1 minute. You can
also click the refresh icon (beside the Configuration Status check
mark) at any time to refresh the current page.
The higher the refresh rate, the better the system performance
resulting from less bandwidth and less processor usage. The
default setting provides a balance of good status reporting and
good performance.
Note: This setting does not control the interval at which the
configuration message status is gathered from the managed
servers. This setting controls the rate at which the screen refreshes
to display the latest information gathered from the servers.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
87
Chapter 3 - Enterprise Management
View Configuration Message Status
Item
Description
Destination
Shows the name (as specified in the Installations tree hierarchy) of
the configuration message destination. The destination is either a
managed server or a server role.
Status
Shows the current status of the configuration message. Statuses
include Pending, Scheduled Imports, Retrying, Completed,
and Failed.
See View above for details about all statuses except Retrying.
The Retrying status indicates the configuration message was sent
to the managed server but the managed server could not
successfully process the configuration message. The Enterprise
Manager is sending the configuration message again.
Detail
If the status is Retrying or Failed, this will show the error
condition of the last attempt.
This column does not display if Pending Per Server is selected in
the View menu.
Number of
Messages
Shows the total number of configuration messages of the Pending
status that currently exist for each server.
This column displays only if Pending Per Server is selected in the
View menu.
Operation
Shows the type of operation being performed, such as Update
Cache or Update Recorder Security.
This column does not display if Pending Per Server is selected in
the View menu.
Scheduled Date
Shows the date on which the scheduled update is to take place,
according to the specified time format (Universal Time Zone of
Local Time Zone).
This column does not display if Pending Per Server is selected in
the View menu.
Last Attempt
Shows the last time a configuration message was sent.
Number of
Attempts
Shows the number of times a configuration message has been
sent.
User
Shows the login name of the user who initiated the configuration
update.
This column does not display if Pending Per Server is selected in
the View menu.
5
Do one of the following:


Click View Configuration Status to return to the Configuration Status
summary window.
Click Select All or Select None to select or deselect all messages. For example,
you would choose Select All to delete all messages.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
88
Chapter 3 - Enterprise Management


View Pending Configuration Messages Per Server
Click Details with a message selected to view additional details, as described in
View Configuration Message Details on page 90.
Click Delete, as described in Delete Configuration Messages on page 93.
View Pending Configuration Messages Per Server
Use the Configuration Status tab to view a list of the configuration messages of the
Pending status that exist for each server.
The Pending status indicates that configuration changes are converted from the queued
state into configuration messages, but the configuration messages are not yet sent from
the Enterprise Manager to the managed servers.
To view the pending configuration messages for each server:
1
Choose System Management > Enterprise > Configuration Status.
2
In the Installations tree (left pane), select the node of the Installations tree from
which you want to view the pending configuration messages for each server
(Enterprise, Site Group, Site, or Server).
NOTE
3
Selecting the Enterprise node shows pending configuration messages for
every server in the Enterprise, selecting a Site Group shows pending
configuration messages for every server in the Site Group, and so on.
If View Message Status appears in the lower right corner, click it.
If View Configuration Status appears in the lower-right corner, do nothing, and
continue to step 4.
4
In the View drop-down list in the upper-right corner, select Pending Per Server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
89
Chapter 3 - Enterprise Management
View Configuration Message Details
Review the following:
Item
Description
Pending
Messages Icon
The Pending Messages icon
displays above this screen when the
Enterprise Manager is processing configuration changes. For more
information, see “The Configuration Messages Status Icon” on
page 149.
Refresh Rate
Shows the rate at which the user's browser refreshes the current
page to update the view of the configuration message status. Click
the Up/Down arrows to choose a refresh rate from the menu
(maximum 20 minutes). The default setting is 1 minute. You can
also click the refresh icon (beside the Configuration Status check
mark) at any time to refresh the current page.
The higher the refresh rate, the better the system performance
resulting from less bandwidth and less processor usage. The
default setting provides a balance of good status reporting and
good performance.
Note: This setting does not control the interval at which the
configuration message status is gathered from the managed
servers. This setting controls the rate at which the screen refreshes
to display the latest information gathered from the servers.
Destination
Shows either the name of the specific managed server or server
role that is the destination of the pending configuration message.
If nothing appears in this column, there are no servers that have
pending configuration messages for the Installations tree node
selected in step 2.
Status
Displays the Pending status.
Number of
Messages
Shows the total number of configuration messages of the Pending
status that currently exist for each server or server role.
Last Attempt
Shows the last time a configuration message was sent.
Number of
Attempts
Shows the number of times a configuration message has been
sent.
5
Click View Configuration Status to return to the Configuration Status summary
window.
View Configuration Message Details
Use the following procedure to view detailed information about a specific configuration
message. This information includes the following:

User who performed the configuration

Status of the configuration message

The operation being performed
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
90
Chapter 3 - Enterprise Management


View Configuration Message Details
Time the configuration was performed
A summary of the XML content of the configuration message (you can export the
full XML content of configuration message to a zip file, as described in “Export a
Configuration Message to a Zip File” on page 92.)
To view configuration message details:
1
Choose System Management > Enterprise > Configuration Status.
2
In the Installations tree (left pane), select the node of the Installations tree from
which you want to view configuration messages and their statuses (Enterprise, Site
Group, Site, or Server).
3
Click the View Message Status button. The Configuration Status window shows
the status of all configuration messages sent to the managed servers at or below
the Installations tree node selected in step 2.
4
Click the specific message whose details you want to view.
TIP
5
Use the Page control at the bottom of the screen to page through all of
the available configuration messages.
Click the Details button.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
91
Chapter 3 - Enterprise Management
6
Export a Configuration Message to a Zip File
The configuration message details are as follows:
Item
Description
Destination
Shows the managed server that is receiving the configuration
message.
Status
Shows the status of the configuration message (Scheduled Import,
Pending, Completed, Failed). See “View Configuration Message
Status” on page 85 for more information.
Operation
Shows the type of configuration status update that was done to the
specific cache in an object, such as a cache update or a full update.
Scheduled Date
Shows the date on which the scheduled update is to take place,
according to the specified time format (Universal Time Zone of
Local Time Zone).
User
Shows the login name of the user who initiated the configuration
update.
XML Content
Shows a summary of the XML content of the configuration message
file.
The XML content summary provides insight into the type of the
configuration message and the servers or server roles to which the
configuration message applies.
Only the main tags of the XML file are displayed. The entire XML
content is not shown.
To view the entire XML content of a configuration message, you can
export the configuration message, as noted in the next step.
7
Do one of the following:


Click Done to close the Configuration Status Details screen.
Click Export to export the configuration message XML file to a zip file. For more
information, see “Export a Configuration Message to a Zip File” on page 92.
Export a Configuration Message to a Zip File
You can export a configuration message XML file to a zip file. The exported XML file
contains the complete XML content of the configuration message.
This capability is useful in troubleshooting scenarios that require detailed analysis of
past configuration changes.
When exporting a configuration message to a zip file, you can save the file to your local
hard drive or to any accessible network location. You can also open the zip file to view
the XML file it contains.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
92
Chapter 3 - Enterprise Management
Delete Configuration Messages
By default, the zip file is saved in this filename format:
zipid_configurationmessagetype.zip
where:


zipid is a unique numerical identifier of a configuration message zip file (for
example: 1121)
configurationmessagetype is either updateSecurityconfig or updateCache.
For example, a zip file name looks like this: 1121_updateCache.zip
The zip file contains a single XML file that includes the complete XML content of the
configuration message. This XML file has a filename format of
requestMessage_messageid, where messageid is a unique numerical identifier of
the configuration message XML file.
You must have the View Installation Hierarchy security privilege to perform this
procedure.
To export a configuration message to a zip file:
1
Choose System Management > Enterprise > Configuration Status.
2
In the Installations tree (left pane), select the node of the Installations tree from
which you want to export the configuration message (Enterprise, Site Group, Site,
or Server).
3
If the View Message Status button appears in the lower right corner, click it.
If the View Message Status button does not appear in the lower-right corner, do
nothing and continue to step 4.
4
Click on the individual configuration message that you want to export.
TIP
Use the Page control at the bottom of the screen to page through all of
the available configuration messages.
5
Click the Details button.
6
Click the Export button.
7
Do one of the following:


Click the Save button to save the zip file containing the XML configuration
message file to the local hard drive or a network location.
Click the Open button to open the zip file containing the configuration message
XML file. You can then open the XML file with an XML or text editor to view the
file.
Delete Configuration Messages
You can delete configuration messages that are completed or that have not yet been
successfully processed.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
93
Chapter 3 - Enterprise Management
Delete Configuration Messages
Deleting a configuration message that has not been successfully processed by the
managed server prevents the configuration changes carried by the message from being
implemented on the managed server.
To delete configuration messages:
1
Choose System Management > Enterprise > Configuration Status.
2
In the Installations tree (left pane), select the Server that was the target of the
configuration message you want to delete.
3
Click the View Message Status button.
4
Select the specific message(s) in the right-hand pane that you want to delete and
click the Delete button. Note the following:



You can delete an individual destination message that is in a Scheduled,
Pending, Retrying, Completed or Failed state provided you have the
appropriate security privileges.
You cannot delete a destination message with a status of In Progress.
You cannot delete individual destination messages for Recorders that are part of
a clustered site.
NOTE
Completed configuration updates are deleted from the system
automatically by the Integration adapter after a configurable number of
days.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
94
Chapter 3 - Enterprise Management
View Software Version Information for Servers and Maintenance Releases (Patches)
View Software Version Information for
Servers and Maintenance Releases (Patches)
You can view software version information pertaining to servers and server roles
installed in your enterprise, and for the server maintenance releases (or patches)
installed on those servers. Specifically, you can view version information for all of the
following:

Servers (managed servers)

Service Packs

Hotfix Rollups

Server role components

Server role component patches (a component patch is a component that is installed
individually to correct a problem, and is not part of any Service Pack or Hotfix
Rollup)
You can also generate either of these reports related to the software version
information:


Version Report - Provides the version information for each server and server
component in a format that can be printed or exported to an Excel spreadsheet.
Software Report - Used by support personnel to produce a report listing all
software upgrades needed in your enterprise to upgrade every server to the latest
software releases.
This section includes the following topics related to viewing managed server and server
maintenance release version information:

View the Software Version Information, page 95

Filter the View of the Version Information, page 101

Generate the Version Report, page 107

Generate the Software Report, page 109
View the Software Version Information
You can view software version information for the servers installed in your enterprise.
You can also view the version information for the service packs, hotfix rollups, and
components (both unpatched and patched) installed on those servers.
You can view this software version information from the Enterprise, Site Group, Site, or
Server nodes of the Installations tree.
When you access the Version tab, the Installations tree displays in the left-hand pane. A
list of the managed servers either installed beneath, or associated with, the node
selected in the Installations tree displays in the right-hand pane. The software version
information for a managed server also displays in the right-hand pane.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
95
Chapter 3 - Enterprise Management
View the Software Version Information
The right-hand pane of the Version tab is divided into two sections: a top section and a
bottom section, as discussed below.
By default, the top section of the Version tab displays the following version information
about an individual managed server:

Server Name

Server version number

Server Platform

Version number of the latest Service Packs installed

Version number of the latest Hotfix Rollups installed

Last Updated (most recent date on which a component was either installed or
patched on the server)
The bottom section of the Version tab displays version information about the server
roles and components installed on the server selected in the top-half of the Version tab.
The bottom section can display the following version information:

A list of all server roles installed on the managed server (either active roles or both
active and inactive roles)

A list of all components that comprise each server role

The build version number of every component

Latest Hotfix installed for every component

Last Updated (the most recent date on which each component was installed or
patched)
When viewing this version information, you can also select a Version Report button to
generate a report containing version information for every component on any managed
server in the enterprise.
Note the following about the Version feature:


External servers will not display in the Server list. You cannot view version
information for these installations.
You must have the View Installation Hierarchy privilege scoped to the selected
Installation tree node to view the version information for managed servers
underneath the selected node.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
96
Chapter 3 - Enterprise Management
View the Software Version Information
To view software version information for Servers or Server roles:
1
Select System Management > Enterprise > Version.
2
In the Installations tree (left pane), select the node of the Installations tree from
which you want to view version information. (You can view version information from
the Enterprise, Site Group, Site, or Server nodes.)
3
In the right-hand pane, beneath the Server Name column, select the managed
server for which you want to view Version information.
4
(Optional) Select a Version filter from the View drop-down list on the right-hand
side above the Version and Patches pane.
The All filter is selected by default so that you see all available version information.
If you want to use a different filter to view the version information, you must create
a new filter as described in Filter the View of the Version Information on page 101.
5
Review the information displayed in the Version tab according to the following:
Item
Description
Fields in the top section of the Version tab
Red Status icon
A red status icon displays at the left of the Server
Name only if a component version error exists.
The red icon indicates that the managed server has a
component installed that is of a lower version than
expected based on the server version, service packs,
and hotfix rollups that are installed on the server.
For this condition to exist, the lower version was either
installed manually or some other problem occurred
during the installation of a server, service pack, hotfix
rollup, or component patch.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
97
Chapter 3 - Enterprise Management
View the Software Version Information
Item
Description
Server Name
Displays the name of the managed server as defined in
the Name field under the System Management >
Enterprise > Settings screen for the server.
Version
Displays the version number in a two decimal format.
The format is A.B where A is the Major version and B is
the Minor version. For example, version 15.1 is Major
version 15 Minor version 1.
Platform
Displays the primary functionality provided by the
managed server (for example, Application Server or
Database Server). The server Platform is specified
during the server installation.
Service Packs
Displays the latest service packs installed on the
managed server.
Hotfix Rollup
Displays the latest hotfix rollups installed on the
managed server that are not part of an installed
service pack.
A hotfix rollup is a package consisting of multiple hot
fixes.
Note: If a service pack is installed, and that service
pack includes previous hotfix rollups, none of those
hotfix rollups will display in the Hotfix Rollup(s)
column. In this case, the hotfix rollups are considered
to be part of the Service Pack.
Last Updated
Displays the most recent date in which a component
was installed on the managed server.
Check boxes above the Component Details (bottom) section of the Version
tab
Show Only Patched
Components check box
When selected, this check box displays only the
patched components installed on a managed server.
This check box is selected by default.
A patched component is an individual component that
was installed to address a particular problem, but is
not included as part of any service pack or hotfix
rollup.
When this check box is not selected, all components
(including patched components) installed on the
managed server display.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
98
Chapter 3 - Enterprise Management
View the Software Version Information
Item
Description
Show Roles Column check
box
Select this check box to display the Role column in the
Component Details (bottom) section of the Version tab.
If this check box is not selected, the Roles column does
not display in the Component Details section of the
Version tab.
Include Inactive Roles check
box
Select this check box to display both the active and the
inactive server roles, and all associated components, in
the Component Details section of the Version tab.
If this option is not selected, only the active server
roles, and the components that comprise those roles,
display in the Component Details section.
Note: Roles that display as "Unknown" appear
regardless of whether this option is selected.
Enterprise Manager cannot determine whether roles
that are "Unknown" are active or inactive.
Build Version check box
Select this check box to display the complete version
number of each component in the Component Details
section of the Version tab.
These version numbers display in an A.B.C.D format,
where A is the major version, B is the minor version, C
is the Service Pack number, and D is the build number.
For example:
15.1.0.1273
Note that version numbers here can display in up to an
18-digit format of AAA.BBBBB.CCCCC.DDDDD, where
A is the 3-digit Major version number, B is the 5-digit
Minor version number, C is the 5-digit Service Pack
number, and D is the 5-digit Build Number. For
example, version 015.00001.00000.01273 is Server
Major Version 15, Minor Version 1, Build Number 1273.
To ensure clarity, zeros that are not needed in the
version number usually do not display in the user
interface. For example, version number
015.00010.00000.01273 displays in the user interface
as 15.10.0.1273.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
99
Chapter 3 - Enterprise Management
Item
View the Software Version Information
Description
Columns that appear by default in the Component Details (bottom) section
of the Version tab
Red status icon
If a red icon displays, a component version error
exists.
Specifically, the red icon indicates that the installed
component is of a lower version than expected based
on the server version, service packs, and hotfix rollups
that are installed on the managed server.
For this condition to exist, the lower version was either
installed manually or some other problem occurred
during the installation of a server, service pack, or
hotfix rollup.
Role column
Displays the server roles that exist on the selected
server.
If the term "Unknown" appears here, the system is
unable to determine the role to which a component
belongs. Also, it is not known whether the role to
which the component belongs is active or inactive. For
more information, see “Version and Patches Display
Processes” on page 349.
If the Show Roles Column check box is not selected,
this column does not display in the Component Details
section.
Component column
Displays the components that comprise each server
role.
If the Include Inactive Roles check box is selected,
the components associated with both the active and
the inactive roles display under this column.
If the Include Inactive Roles check box is not
selected, only the components associated with the
active roles display under this column.
Hotfix column
Displays number of any Hotfix installed that includes a
fix for the component. Hotfix numbers have the format
KBXXXXXX, where XXXXXX is a 6-digit hotfix number.
Last Updated column
Displays the most recent date in which the component
was installed or patched on the managed server.
6
Do one of the following:

Click the Refresh button to see the version information as it existed the last
time the server roles were discovered. (Clicking the Refresh button does not
discover the server roles.) For more information, see “Server Discovery” on
page 347.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
100
Chapter 3 - Enterprise Management


Filter the View of the Version Information
Click the Version Report button to generate a report that displays version
information for every component on one (or more) managed servers. For more
information, see Generate the Version Report, page 107.
Click the Software Report button to create a report that is used by support
personnel to evaluate the software upgrades needed on each server. For more
information, see Generate the Software Report, page 109.
Filter the View of the Version Information
Create version filters to customize (or filter) the version information that displays in the
right-hand pane of the Version tab. Use this feature to display:



Only the managed servers that meet the specific version criteria in which you are
interested
Only the components on a managed server that meet the specific version criteria in
which you are interested
Version information for specific server roles on a managed server
For example, you can create a version filter that displays only managed servers of a
specific platform that have a specific service pack installed. When you select a node in
the Installations tree, the right-hand pane displays only the managed servers
underneath the selected node that meet the platform and service pack criteria that you
specified for the version filter.
NOTE
Version filters are created on a per-user basis. For example, if User A logs
in and creates a version filter, the version filter is only visible to User A. If
User B logs in, User B cannot see or use the version filter created by User
A.
The Version tab displays server version information in the top half of the right-hand
pane, and server role and component information in the bottom half of the right-hand
pane. When you create a version filter, you use Server Filter settings to specify which
servers will appear in the top-half of the Version tab. Similarly, you use Component
Filter settings to determine which components and server roles appear in the bottom
half of the Version tab.
You have considerable flexibility when creating version filters. You can use the Server
Filter settings of a version filter to display servers that meet any one of these criteria or
any combination of these criteria:




Servers that have a specific version number, or a version number that falls between
two particular version numbers
Servers of a specific platform
Servers with a service pack version installed that is between two particular service
pack version numbers
Servers with a hotfix rollup version installed that is between two particular hotfix
rollup version numbers
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
101
Chapter 3 - Enterprise Management
Filter the View of the Version Information
Similarly, you can use the Component Filter settings of a version filter to display the
following information in the bottom half of the Version tab:


All components that were installed on a server between two dates
All components installed on a server that are between two specific component
version numbers

One specific component name

Version information associated with specific server roles
After you create a Version filter, you can select the filter from the View menu to display
the customized view of the version information. You can also edit or delete the version
information filters you have created.
To create, edit, or delete a version information filter:
1
Click System Management > Enterprise > Settings > Version.
2
In the Installations tree (left pane), select any node of the Installations tree other
than a Server Role node.
3
From the View menu on the upper-right corner of the screen, do one of the
following:


Click Create Filter to create a new version information filter.
Select an existing version information filter and click Edit Filter if you want to
edit the filter or delete the filter.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
102
Chapter 3 - Enterprise Management
4
Filter the View of the Version Information
Complete the Create Filter window according to the table below:
NOTE
The filter displays only the items that meet ALL of the criteria that you
specify in the Create Filter or Edit Filter window. For example, if you
complete the Platform and Service Pack Name fields, only managed
servers that are of the specified Platform AND have the specified Service
Pack installed display. Servers that are of the specified Platform but do not
have the specified Service Pack installed do not display.
Any fields left blank are not included in the filter.
Item
Description
Server Filter
Server Filter
settings
summary
The Server Filter settings described below determine the list of
servers that display in the top half of the Version tab. Only those
servers that meet all of the criteria you specify in the settings
below display in the Version tab when the search filter is selected.
Version Between
Allows you to display all servers that equal to or between the
versions entered in the two boxes.
To use this setting:
1
2
3
In the left box, type the lowest server version you want to
display.
In the right box, type the highest server version you want to
display.
Save the filter and provide it with a name.
When you apply this filter, all managed servers that are equal to or
between the versions entered display in the Version screen.
Note: Version numbers here can contain up to two digits separated
by decimal points. The format is A.B where A is the Major version
number and B is the Minor version number.
Platform
Type the name of a specific platform in this field (for example,
Recorder) to display all servers of that platform that are under the
selected node.
Note: This field automatically suggests specific platforms as you
type individual letters into the field. For example, if you type only
the letter c, any platform installed in your environment that
includes the letter c (such as Recorder or Consolidated) appears as
an option in the field. If you type the letters Rec, only the Recorder
platform displays.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
103
Chapter 3 - Enterprise Management
Filter the View of the Version Information
Item
Description
Service Pack
Number
Between
Type the numbers of service packs in the fields to display all
managed servers under the selected node that have service packs
installed that are between the numbers entered. These fields are
inclusive.
For example, if you enter the numbers 1 and 4 in the two boxes
provided, the Version tab displays all managed servers that have
service packs installed that include the numbers 1, 2, 3, and 4.
Hotfix Rollup
Number
Between
Type the numbers of hotfix rollups in the fields provided to display
all managed servers that have hotfix rollups installed that are
between the numbers entered. These fields are inclusive.
For example, if you enter the numbers 1 and 4 in the two boxes
provided, the Version tab displays all servers that have hotfix
rollups installed that include the numbers 1, 2, 3, and 4.
Component Filter
Component
Filter settings
summary
The Component Filter settings described below determine the list of
components that display in the bottom half of the Version tab. Only
those components that meet the specific criteria you enter in
these settings will display in the Version tab.
Component
Installed
Between
Use this option to display components installed within a particular
date range.
Select the Any Date radio button (the default selection) to display
all installed components.
Select the radio button to the left of the date range fields to display
components installed between two particular dates.
Use the Date Format Selector (at the right of the fields) to enter
dates in the provided fields. To enter dates, place your cursor in a
Date field, click the Date Format Selector, select a date, and then
click the Set button.
The version tab displays all components that were installed
between the specified dates. These fields are inclusive.
For example, if you enter 06/21/2015 and 06/23/2015, the Version
tab displays all components installed on 6/21, 6/22, and 6/23 of
2015.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
104
Chapter 3 - Enterprise Management
Filter the View of the Version Information
Item
Description
Component
Version Between
Type the numbers of component versions in the fields provided to
display all instances of the installed components that are between
the version numbers entered. These fields are inclusive.
For example, if you enter the numbers 15.1.0.1 and 15.1.0.4 in the
two boxes provided, the Version tab displays every component that
of version number 15.1.0.1, 15.1.0.2, 15.1.0.3, or 15.1.0.4 that is
installed on a selected managed server.
Important: Version numbers are maintained in an 18-digit format
of AAA.BBBBB.CCCCC.DDDDD, where A is the 3-digit Major version
number, B is the 5-digit Minor version number, C is the 5-digit
Service Pack number, and D is the 5-digit Build Number. For
example, version 015.00001.00000.01273 is Server Major Version
15, Minor Version 1, Build Number 1273.
When entering version numbers in the Component Version
Between fields it is not mandatory that you enter the complete 18digit version number. However, any numbers you omit from the
complete version number are assumed to be zeros.
For example, if you enter 15.1.0.1 in a Component Version
Between field, the system sees this as version number
015.00001.00000.00001. If you enter 15.1.1.1273, the system
sees this as version number 015.00001.00001.01273, and so on.
When entering version numbers in the Component Version
Between fields, you should enter as much of the complete 18-digit
version number as is necessary to ensure the version filter displays
the appropriate components.
Component
Name
Type the name of a specific component in this field to display all
instances of that component under a selected managed server.
Use this field when you want to find version information for one
specific component. When this field is populated, only components
with the specified name display in the bottom half of the Version
tab.
Note: This field automatically suggests specific components as you
type individual letters into the field. For example, if you type only
the letter a, any Component installed in your environment that
includes the letter a (such as AlarmFramework) appears as an
option in the field.
Role Names
Use the Role Name selection boxes to select the server roles you
want to add to the version filter. Only the server roles that are
moved into the Selected Roles box can display in the bottom half
of the Version tab when this version filter is selected.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
105
Chapter 3 - Enterprise Management
Filter the View of the Version Information
Item
Description
Role Names Available Roles
Shows a list of all active and inactive server roles that exist on at
least one server installed in the enterprise. Server roles that
appear in the Available Roles box are not included in the version
filter
To add an available server role to a version filter, select the server
role and click the right-pointing arrow to move the server role into
the Selected Roles box.
Role Names Selected Roles
Shows a list of every server role that is included in the version
filter. The version filter displays only these server roles in the
bottom half of the Version tab.
To remove a server role from the version filter, select a server role
that displays under the Selected Roles column and click the leftpointing arrow to move it into the Available Roles column.
5
(Optional) If you want to make the Version search filter you are creating or editing
the default search filter, select Default filter check box in the lower-left corner of
the Create Filter screen. If you select this option, this search filter appears by
default in the View menu above the Version and Patches pane.
6
Do one of the following:




Click Save to save a filter that you are editing.
Click Save As to save a new filter. Enter a name for the filter and click the Save
button. This filter name will thereafter appear in the Filter menu.
Click Clear to remove all selections from the Create Filter window and start
again.
Click Delete to delete the selected filter (you cannot delete the All filter).
To display a filtered view of the version information:
The managed servers displayed by the Version filter are dependent on the Installation
tree filter that is selected, as discussed in the note below.
IMPORTANT
Before you begin this procedure, be sure to select the appropriate
Installation tree filter (from the View menu above the left pane). The
Installation tree filter affects the managed servers that can be displayed
by the Version filter (above the right pane). If the selected Installation
tree filter hides any servers, those hidden servers cannot be displayed by
the Version filter even if the hidden servers match the criteria specified in
the Version filter. For more information about the Installation tree filter,
see Filter the Installation Tree on page 145.
1
Click System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the node of the Installation tree from
which you want to view version information. (You can select any node of the
Installation tree: Enterprise, Site Group, Site, Server, or Server Role node.)
3
Click the Version tab.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
106
Chapter 3 - Enterprise Management
Generate the Version Report
4
Click the View menu in the upper-right corner of the screen.
5
Select a version filter from the drop-down list.
Upon selection, the Version information in the right-hand pane displays the
managed servers that meet the criteria specified in the selected filter. To create or
edit filters, follow procedures in To create, edit, or delete a version information
filter: on page 102.
6
To view Role and Component version information for a specific managed server,
select a specific server under the Server Name column in the right-hand pane. The
Roles and Components on the selected server display in the Component Details
(bottom-half) of the right-hand pane.



To view all components on the selected server, clear the check mark from the
Show Only Patched Components check box.
To hide the Roles column, clear the check mark from the Show Roles Column.
To show inactive roles (server roles installed on a server that are not activated),
click the Include Inactive Roles check box.
Generate the Version Report
You can generate a Version Report for any server(s) in your enterprise. This report is
useful if you want to print a copy of the version information or export the version
information to an Excel spreadsheet.
To generate the Version Report:
1
Select System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the node for which you want to generate
a Version Report.
3
Click the Version tab.
4
Click Version Report.
5
In the Version Report screen, select the node of the Installation tree for which you
want to generate a Version Report.
If you select the Enterprise node, a Site Group, or a Site node, the report includes
version information for every server beneath the selected node.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
107
Chapter 3 - Enterprise Management
6
Generate the Version Report
Click Generate Reports. The report displays in the Version Report screen.
The report contains the following information:
Field
Details
Server
Displays the name of the managed server as specified
in the Server Name field in the Settings tab available
from the Server node of the Installations tree.
Server Version
Displays the server version number in a two decimal
format. The format is A.B where A is the Major version
and B is the Minor version. For example, version 15.1
is Major version 15 Minor version 1.
Component
Displays the names of the components that are
installed on each managed server. The server roles are
comprised of components.
Build Version
Displays the complete version number of each
component.
Version numbers display in an A.B.C.D format, where A
is the major version, B is the minor version, C is the
Service Pack number, and D is the build number. For
example:
15.1.0.1273
Note that version numbers here can display in up to an
18-digit format of AAA.BBBBB.CCCCC.DDDDD, where
A is the 3-digit Major version number, B is the 5-digit
Minor version number, C is the 5-digit Service Pack
number, and D is the 5-digit Build Number. For
example, version 015.00001.00000.01273 is Server
Major Version 15, Minor Version 1, Build Number 1273.
For clarity, any zeros that are not needed in the version
number are not displayed. For example, version
number 015.00010.00000.01273 displays as
15.10.0.1273.
Hotfix
Displays the number of any Hotfix that was installed to
fix a component. Hotfix numbers have the format
KBXXXXXX, where XXXXXX is a 6-digit hotfix number.
Install Date
Displays the date and time the component was
installed.
7
Do one of the following:


Click Printer Friendly to display the report in a format suitable for printing.
Click the PRINT option at the top of the screen to print the report.
Click Export to export the Version Report to an Excel spreadsheet.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
108
Chapter 3 - Enterprise Management
Generate the Software Report
Generate the Software Report
When planning for software upgrades, a support representative may ask you to provide
a Software Report. This topic explains the purpose of this report and how to generate
the report.
NOTE
Normally, you generate a Software Report only if it is requested by an
authorized support representative. The support representative should
explain how to provide the support team with a copy of this report.
The Software Report is an XML file that contains information about the versions of every
server release, service pack, hot fix, and component patch installed on every server in
the enterprise. The report also includes brief descriptions of each hot fix.
Support personnel use the Software Report as an input file to an application called the
Software Update Manager. The Software Update Manager application produces a report
that lists all of the software upgrades (including hotfixes and component patches)
needed on every server in your enterprise to upgrade each server to the latest software
release.
You must have the View Install Hierarchy privilege assigned at the Enterprise node to
perform this procedure. If you do not have this privilege, the Software Report button
described in the procedure below is unavailable.
To generate the Software Report:
1
Select System Management > Enterprise > Settings.
2
In the Installations tree, select any node other than a Server Role node.
NOTE
The Software Update Manager Report contains version information for all
servers in the enterprise regardless of which Installations tree node is
selected in the left pane.
3
Click the Version tab.
4
Click Software Report.
5
Do one of the following:


Click Save to download the Software Report XML file to a local or network drive.
You can then provide the file to a support representative in the manner the
support representative requests.
Click Open to view the Software Report XML file
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
109
Chapter 3 - Enterprise Management
Manage Recording Channels
Manage Recording Channels
Use the Recording Channels screen to assign recording channel counts to server roles in
a recording environment. If a server role appears in the Recording Channels screen, you
must assign a recording channel count to that server role to enable the server role to
begin recording.
IMPORTANT
The information in this section does not apply to recording environments
where Avaya Contact Recorder (ACR) servers are deployed. Recording
channels are not managed in this way for ACR servers.
When your enterprise purchases a license for any recording server (managed server on
which recording server roles are activated), it purchases a license for a specific number
of “configured voice channels” or “configured screen channels.”
Configured voice channels are licensed in telephone recording environments and
configured screen channels are licensed in environments that also record screen activity.
In each case, one configured channel equals one active recording.
For example, if your enterprise purchases a license that allows an IP Recorder to handle
200 configured voice channels, the managed server on which the IP Recorder server role
is active can simultaneously record a maximum of 200 calls at any given time. In this
example, the license supports 200 recording channel counts.
When assigning recording channel counts, you can do either of the following:


Assign the entire recording channel count for a license to a single server role
Distribute the recording channel count for a license among multiple server roles that
are covered by the same license. This capability allows you to assign portions of the
licensed recording channel count to multiple servers. Use this approach to ensure
that the licensed capacity of each server is appropriate for the volume of work that
you expect that server to handle.
For example, assume your enterprise purchases a license that allows an IP Recorder
to handle 200 configured voice channels, and you have two IP Recorder server roles
active in your environment. You can assign a count of 125 configured voice channels
to an IP Recorder server role on one server and a count of 75 configured voice
channels to an IP Recorder server role on a different server. (To assign portions of
the recording channel count to multiple server roles in this way, the two server roles
must be covered by the same license.)
You must assign recording channel counts as described above for the following server
roles. If any of these server roles has a recording channel count of zero, the server role
cannot record.

IP Recorder

TDM Recorder

Screen Recorder
If the recording channel count that you assign exceeds the number of configured voice
channels or configured screen channels provided by a license, a message appears
indicating the number by which you have exceeded the licensed count.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
110
Chapter 3 - Enterprise Management
NOTE
Manage Recording Channels
To determine the number of screen channels and recording channels that
you have currently assigned, see “Determine the Number of Recording
Channels Currently Assigned” on page 113.
You can assign recording channel counts from the Enterprise, Site Group, Site, Cluster,
or Server nodes of the Installations tree. If you select a Cluster node, the recording
channel count you assign applies to the entire cluster. You cannot assign different
recording channel counts to individual server roles in a cluster.
To assign recording channel counts to server roles, you must have the View/Edit License
Count security privilege scoped to the Installations tree node from which you perform
the procedure.
To assign recording channel counts to server roles:
1
Click System Management > License Management > Recording Channels.
2
In the Installations tree (left pane), select the node of the Installations tree from
which you want to assign recording channel counts. You can select either the
Enterprise, Site Group, Site, Cluster, or Server nodes of the Installations tree.
3
The active server roles that require recording channel counts appear in the righthand pane. Only the server roles that are beneath the Installations tree node
selected in step 2 appear.
4
Review the information displayed in the Recording Channels screen according to the
following. (Only the field under the Count column is configurable.)
Item
Description
Installation
Displays the name of the managed server on which a
server role that supports recording channel counts
exists.
Server Role
Displays the name of a server role for which you can
configure a recording channel count.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
111
Chapter 3 - Enterprise Management
Manage Recording Channels
Item
Description
License
Displays the specific license that is associated with this
server role.
Each license is valid for a specific number of configured
voice channels or configured screen channels
(recording channel counts). The number of recording
channel counts for which this license is valid
determines the number of recording channel counts
that can be assigned to the server role in the Count
column.
You can assign all of the recording channel count to a
single server role, or you can assign portions of the
recording channel count to multiple server roles that
are covered by the same license. If you assign portions
of the recording channel count to multiple server roles,
the total recording channel count assigned to the
server roles cannot exceed the total license count
supported by the license.
Count
Displays the number of recording channel counts
currently assigned to the server role. The default
setting is zero.
You must specify a recording channel count for a
server role listed on the Recording Channels tab to
enable that server role to record.
A server role with a recording channel count of zero
cannot record.
5
In the Count column, type the number of recording channel counts you want to
assign to one or more of the server roles and then click Save.
NOTE
If you want to assign the same number of configured voice channels or
configured screen channels to all voice or screen recording server role, do
the following:
1
2
3
4
Click the Apply to All button.
If you want to apply recording channel counts to voice recording
server roles, select the check box next to Configured Voice
Channels. Enter the number of configured voice channels that you
want to assign to all voice recording server roles.
If you want to apply recording channel counts to screen recording
server roles, select the check box next to Configured Screen
Channels. Enter the number of configured screen channel counts you
want to assign to all screen recording server roles.
Click Apply to All (in the Apply License Counts dialog box).
Click Save. The number of license counts you specified is assigned to
each voice recording server role or screen recording server role
displayed in the Recording Channels screen.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
112
Chapter 3 - Enterprise Management
Determine the Number of Recording Channels Currently Assigned
Determine the Number of Recording Channels Currently
Assigned
To determine the total number of configured screen channels or configured voice
channels that you have currently assigned to all server roles covered by a particular
license, follow this procedure:
1
Click System Management > License Management > Recording Channels.
2
In the Installations tree (left pane), select the Enterprise node.
3
For a particular license, add the number of Configured Voice Channels or Configured
Screen Channels that are assigned to each server role (for example, IP Recorder or
Screen Recorder) covered by the license. The sum is the total number of channels
assigned to all server roles in the enterprise that are covered by a particular license.
4
Find the total number of recording channels supported by a particular license. You
can view this information by selecting System Licensing at the top of the screen.
The Max Channels column displays the number of channels supported by a license.
5
Subtract the total number of recording channels currently assigned (determined in
step 3) from the total number of recording channels supported by the license
(determined in step 4).
The result is the number of recording channels available to be assigned.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
113
Chapter 3 - Enterprise Management
Topology Report
Topology Report
The Topology Report provides system information that is useful when planning system
upgrades and in troubleshooting scenarios.
The Topology Report consists of five individual reports. You can produce the Topology
Report as an Excel workbook or as an XML file.


The Excel version of the Topology Report consists of five separate spreadsheets, one
for each individual report.
The XML version of the Topology Report is provided as a single XML file that includes
all five reports. The XML version contains the same data as the Excel version.
The Topology Report consists of these five individual reports:




Summary - Contains information about the creation of the Topology report, the
customer, and the items licensed in the enterprise.
Servers - Contains detailed information about the hardware components and
operating system software installed on each server in the enterprise.
Storage - Contains statistics about the disk space capacity and free disk space on
each server in the enterprise.
Recorders - Contains information about the following for Recorder and
Consolidated servers in the enterprise:




Number of audio channels and screen channels available on each server.
Total number of audio channels and screen channels available on all servers in
the enterprise.
CTI Adapters configured on each server.
Versions - Contains information about the software server version, service pack
version, and specific hot fixes installed on each server in the enterprise.
Excel Version and Report Formatting
To ensure proper formatting of the Excel spreadsheet version of the Topology Report,
you must:

Use Microsoft Excel 2010 or later to view the Topology Report.

When you open the report in Excel, enable macros when prompted.
Related topics

Scheduling the Creation of the Topology Report, page 115

Manually Create a Topology Report in Excel or XML Format, page 117

Topology Report Contents, page 120

Manually Create a Topology Report in Excel or XML Format, page 117
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
114
Chapter 3 - Enterprise Management
Scheduling the Creation of the Topology Report
Scheduling the Creation of the Topology Report
You can schedule the automatic creation of the Topology Report.
When you schedule the automatic creation of the Topology Report:


An XML version of the report is created automatically at the time intervals you
specify.
The finished report is automatically zipped and sent as an email attachment to
email addresses that you specify. The report is also sent to a Verint email address
for storage.
Related topics
Schedule a Topology Report, page 115
Manually Create a Topology Report in Excel or XML Format, page 117
Topology Report, page 114
Schedule a Topology Report
Procedure
1
Click System Management > Enterprise > Topology Report.
2
Click the Schedule a Report icon
3
Complete the settings on the Schedule a Report screen:
4
Click Save.
NOTE
.
If a server is down or not fully functional at the time the Topology Report
collection runs, the report can contain incomplete data for that server.
Related topics
Schedule a Report Screen Reference, page 116
Scheduling the Creation of the Topology Report, page 115
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
115
Chapter 3 - Enterprise Management
Schedule a Report Screen Reference
Schedule a Report Screen Reference
To schedule the automatic creation of the Topology Report, complete the settings on this
screen.
Settings on the Schedule a Report Screen
Setting
Description
Schedule Collection
To enable the automatic creation of the Topology Report at
scheduled intervals, select this check box.
The Topology Report is created in the XML format.
Verint Email
Specifies the Verint email address to which a zipped copy of
the Topology Report is sent. You cannot edit this setting.
Additional Emails
Enter the additional email addresses to which a zipped copy of
the Topology Report is sent.
Separate multiple email addresses with a semi-colon.
Schedule Interval
Select the interval at which the Topology Report is created.
The options are:



Schedule Start Date
Weekly - Once each week beginning on the start date.
This option is selected by default.
Monthly - Once each month beginning on the start date.
Quarterly - Once every three months beginning on the
start date.
Specify the date on which the first scheduled Topology Report
is created. To select the date, use the Calendar icon
.
The Schedule Interval setting determines when subsequent
Topology Reports are created.
For example, if you select June 21 for this setting and a
Schedule Interval of Quarterly, Topology Reports are
automatically created on June 21, September 21, December
21, and March 21. The Topology Reports are also
automatically sent by email on those dates.
Schedule Start Time
Specify the time of day on which the Topology Report creation
begins.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
116
Chapter 3 - Enterprise Management
Manually Create a Topology Report in Excel or XML Format
Related topics
Schedule a Topology Report, page 115
Manually Create a Topology Report in Excel or XML
Format
You can manually create an Excel or XML version of the Topology Report at any time.
To create a Topology Report manually, you first collect the data for the report. Then you
generate the report in either the Excel or XML format.
Before you begin


Verify that the servers in your enterprise are running properly. If a server is down,
or not fully functional, the Topology Report cannot collect information about the
hardware for that server.
If you intend to create the Topology Report in Excel format, note the following to
ensure proper formatting when viewing the report:
-
Use Microsoft Excel 2010 or later to view the report
-
When opening the report in Excel, enable macros when prompted
Procedure
1
Click System Management > Enterprise > Topology Report.
2
Click the Collect Report Data icon
.
Wait for the collection process to complete before continuing to the next step.



The collection process runs as a background job. The time it takes for this
process to complete depends on the number of servers in your enterprise.
The Status column displays a status of Collection In Process while the
collection process is running. A message also displays at the top of the Topology
Report screen indicating “Successfully collected data from 0 out of a total of X
servers.”
When the collection process completes, the Status column displays either
Success or Failure. A message also displays at the top of the Topology Report
indicating the number of servers for which data was successfully collected.
3
Click the Generate Report icon
for the report.
4
Do one of the following:


and select either Excel or XML as the format
Click Open to view the Topology Report XML or Excel file. (To open the Excel
version, use Excel 2010 or later, and enable macros when prompted.)
Click Save to save the Topology Report to a local or network drive.
Related topics
Topology Report Screen Description, page 118
Scheduling the Creation of the Topology Report, page 115
Topology Report, page 114
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
117
Chapter 3 - Enterprise Management
Topology Report Screen Description
Topology Report Screen Description
The table below describes the fields and buttons on the Topology Report screen.
Item
Description
Refresh Every
Specifies the interval (in minutes) with which the data displayed in
this screen is refreshed with the latest status information. The
default is 1 minute.
You can click the Refresh icon
to refresh the display instantly
rather than waiting for the refresh interval to elapse.
If you select the No Refresh setting, the display refreshes only
when you click the Refresh icon.
Configuration
Messages
Status icon
To see the status of the configuration changes the Enterprise
Manager is currently processing, click this icon
Topology
Report Icons
Schedule a Report icon
- To schedule the automatic creation
of an XML version of the Topology Report at regular intervals, select
this icon.
Collect Report Data icon
- To collect the Topology Report data
manually from all of the servers in the enterprise, select this icon.
Generate Report icon
- To generate the Topology report,
select this icon and choose either the Excel or XML format for the
report. The report is generated from the Topology Report data that
was most recently collected from the servers.
Server
The name of each server from which the Enterprise Manager last
attempted to collect Topology Report information.
Report
Collected
The most recent date and time at which the Enterprise Manager
attempted to collect Topology Report information from each server.
A generated Topology Report contains the information that was
successfully collected from the server at this date and time.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
118
Chapter 3 - Enterprise Management
Topology Report Screen Description
Item
Description
Status
One of these three statuses will appear in this column:



Collection In Progress - The Enterprise Manager is in the
process of collecting Topology Report information from each
server.
Success - The Enterprise Manager successfully collected the
Topology Report information from a server.
Failure - The Enterprise Manager failed to collect the Topology
Report information from one or more servers.
With this status, the reason for the failure appears in the
Message column. Also, a message at the top of the Topology
Report screen indicates the number of servers from which
information was successfully collected.
You can click the Refresh button in the upper-right corner of the
screen to see the most up-to-date status.
Message
Shows the reason that the Enterprise Manager failed to collect
Topology Report information from a server.
To ensure that the Topology Report includes data for this server,
you can address the cause of the failure and manually create the
Topology Report again.
If the Status column for a particular server indicates Collection In
Progress or Success, this column is blank.
Related topics
Topology Report, page 114
Scheduling the Creation of the Topology Report, page 115
Manually Create a Topology Report in Excel or XML Format, page 117
Topology Report Contents, page 120
The Configuration Messages Status Icon, page 149
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
119
Chapter 3 - Enterprise Management
Topology Report Contents
Topology Report Contents
The System Topology Report is produced as either an Excel workbook or an XML file.
The Topology Report includes five individual reports. The Excel and XML versions of the
report contain the same data, but the data is presented in different ways:


The Excel workbook version contains five separate spreadsheets, one for each
individual report.
The XML version is provided as a single XML file and contains the same data as the
Excel version.
NOTE
For security reasons, the host names and IP addresses of servers are not
included in the XML version of the Topology Report.
The Topology Report consists of these five reports:

Summary Report Contents, page 120

Servers Report Contents, page 123

Storage Report Contents, page 124

Recorders Report Contents, page 124

Versions Report Contents, page 126
Related topics
Topology Report, page 114
Topology Report Screen Description, page 118
Scheduling the Creation of the Topology Report, page 115
Manually Create a Topology Report in Excel or XML Format, page 117
Summary Report Contents
The Excel version of the Summary report includes the following tables of information.
(The XML format of the report includes the same data, with some slight variation in the
naming of the items.)

Summary

Licensed Items
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
120
Chapter 3 - Enterprise Management
Summary Report Contents
Summary
Item
Description
Report Generation Date
Time
Shows the date and GMT time the final report was
generated. The format is YYYY-MM-DDTHH.MM.SS GMT.
For example: 2013-08-22T06.30.33GMT (where T
separates the date from the time)
Data Collection Date Time
Shows the date and the GMT time that the data shown
in the report was collected from the servers. The format
is YYYY-MM-DDTHH.MM.SS GMT.
For example: 2013-08-22T06.27.33GMT (where T
separates the date from the time)
Data Collection Errors
Shows any errors that occurred in the data collection
process, including information about servers from which
data was not collected.
System Version
Shows the major and minor version, and the build
number, of the system from which data was collected.
For example: 15.1 (build number)
Customer Name
Shows the name of the customer to whom the system
belongs.
System Registration Key
(RK)
Shows the system registration key.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
121
Chapter 3 - Enterprise Management
Summary Report Contents
Licensed Items
Items
Description
Name
Displays the name of each licensed item in the
enterprise.
Note: Items that are considered “additional features” do
not appear in this list. Additional features are those
items that appear in italic font on the System
Management > Licensing Management > System
Licensing screen. Such a feature does not require a
license, or is a subordinate feature of a feature that
requires a license.
Quantity
Displays the maximum quantity allowed by the license
for each item. The quantity can represent any of the
following, depending on the item that is licensed:





Max
Max
Max
Max
Max
Employees
Named Employees
Channels
Sites
Servers
To view the specific quantity that applies to each
licensed item, go to the System Management >
Licensing Management > System Licensing screen.
Related topics
Topology Report Contents, page 120
Topology Report, page 114
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
122
Chapter 3 - Enterprise Management
Servers Report Contents
Servers Report Contents
The Servers report provides information about the hardware and operating system
software installed on each server in the enterprise.
In the Excel version of the Servers report, a separate table of information exists for each
site that is configured in the Enterprise Manager Installations tree. (The XML format of
the report includes the same data, with some slight variation in the naming of the
items.)
These tables contain the following data about each server in each site.
Item
Description
Server Name in EM
The server name that is specified for the server in the
Name field of the System Management > Enterprise
> Settings screen for the server.
Platform
The WFO software platform installed on the server.
Active Server Roles
The server roles that are activated on the server (listed
in alphabetical order).
Machine Name
The host name or Windows computer name of the
server.
IP Address
The IP address of the server.
RAM
The amount of RAM installed on the server.
Processor Model
The processor model on the server.
Logical Cores
The number of CPUs on the server.
Operating System
The operating system version installed on the server.
OS SP
The operating system service packs installed on the
server.
Related topics
Topology Report Contents, page 120
Topology Report, page 114
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
123
Chapter 3 - Enterprise Management
Storage Report Contents
Storage Report Contents
The Storage report provides statistics for each disk drive (or disk partition) on each
server in the enterprise.
In the Excel version of the Storage report, a separate table exists for each site that is
configured in the Enterprise Manager Installations tree. (The XML format of the report
includes the same data, with some slight variation in the naming of the items.)
Each table includes the following information about each server in each site.
Item
Description
Server Name in EM
The server name that is specified for the server in the
Name field of the System Management > Enterprise
> Settings screen for the server.
Platform
The software platform installed on the server.
Active Server Roles
The server roles that are activated on the server.
Drive
Lists each drive or drive partition on the server.
Total Size
Displays the total storage capacity of the drive or
partition.
Free Space
Displays the amount of free space on the drive or
partition.
Related topics
Topology Report Contents, page 120
Topology Report, page 114
Recorders Report Contents
The Recorders report provides information about the audio and screen channels
available on each Recorder server in the enterprise.
NOTE
This report is not used in environments where Avaya Contact Recorder
(ACR) servers are deployed. Disregard this report if ACR servers are
deployed in your environment.
The Recorders report includes the following tables (or elements in XML) of information:


Enterprise Total
Sitename - One separate table for each site that is configured in the Enterprise
Manager Installations tree (where Sitename represents the name of the site).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
124
Chapter 3 - Enterprise Management
Recorders Report Contents
Enterprise Total
The Enterprise Total table shows the total number of screen channels and audio
channels available on all servers in the Enterprise.
Column
Description
Audio Channels
The total number of audio channels available on all
recorder servers in the enterprise.
Screen Channels
The total number of screen channels available on all
recorder servers in the enterprise.
Site
The Site table includes the following information about each server in each site.
Column
Description
Server Name in EM
The server name that is specified for the recorder server
in the Name field of the System Management >
Enterprise > Settings screen for the server.
Platform
The software platform installed on the recorder server.
Audio Channels
The maximum number of audio channels the recorder
server can record.
Screen Channels
The maximum number of screen channels the recorder
server can record.
CTI Adapters
The Computer Telephony Interface (CTI) adapters that
are configured on the recorder server.
Each configured adapter is listed in this format:
Adapter Name(Adapter Type)
where:


Adapter Name is the user-defined name for the
adapter entered in the Adapter Name field of the
General Setup > Integration Service >
Settings screen in the Recorder Manager
application on the server.
Adapter Type is the hard-coded value that appears
in the Adapter Type field of the General Setup >
Integration Service > Settings screen.
Related topics
Topology Report Contents, page 120
Topology Report, page 114
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
125
Chapter 3 - Enterprise Management
Versions Report Contents
Versions Report Contents
The Versions report provides information about the software version number, service
packs, and hotfixes installed on each server in the enterprise.
In the Excel version of the Versions report, a separate table exists for each site that is
configured in the Enterprise Manager Installations tree. (The XML format of the report
includes the same data, with some slight variation in the naming of the items.)
Each table includes the following information about each server in each site.
Column
Description
Server Name in EM
The server name that is specified for the server in the
Name field of the System Management > Enterprise
> Settings screen for the server.
Platform
The software platform installed on the server.
Version
The software version installed on the server, including
the major version, the specific service pack, and the
specific hotfix rollup.
For example: 15.1 HFR 2
Patched Active Component
The active server components that have been patched
with a specific hotfix. This column lists only hotfixes that
are not part of a hotfix rollup.
Hot fix
The specific hotfix that patched each active component.
Related topics
Topology Report Contents, page 120
Topology Report, page 114
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
126
Chapter 3 - Enterprise Management
Server Clusters
Server Clusters
A server cluster is a group of servers that work together as a single logical server to
provide high availability for applications or databases. Each server in a server cluster
has identical server role configurations and associations.
The term “high availability” means that the applications or databases supported by the
server cluster are available to users a higher percentage of the time than they would be
if they were supported by a single server. In a server cluster, high availability is achieved
by supporting load balancing and failover, as noted below:


Load balancing - In a server cluster, the workload is spread equally across multiple
servers. Evenly balancing the workload among multiple servers provides users with
better performance than if all users accessed a single server.
Failover - If one server in a server cluster fails, the work being performed by that
server is rerouted (or “failed over”) to the remaining operational servers in the
cluster. Unlike the single-server approach, this capability ensures users have
continued access to applications or databases even if a server fails.
This section discusses the following topics associated with server clusters:

Types of Server Clusters Supported, page 127

Server Cluster Administration Procedures, page 128

Create a Speech Transcription Server Cluster (Site Zone Cluster), page 135

Create an Application Server Cluster (step-by-step), page 135
Types of Server Clusters Supported
The three supported types of server clusters include:

Speech Transcription Server Clusters (Site Zone Cluster), page 127

Application Server Clusters, page 127

Database Server Clusters, page 128
Speech Transcription Server Clusters (Site Zone Cluster)
Customers licensed for Speech Analytics, can create Speech Transcription server
clusters.
For details about creating these server clusters, see “Configure Speech Analytics
Topology” on page 263.
Application Server Clusters
You can cluster Application Servers in the data center. Clustering application servers
provides high availability for the data center applications (including Enterprise
Manager).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
127
Chapter 3 - Enterprise Management
Database Server Clusters
In larger deployments, multiple Application Servers are always configured as a cluster.
This clustering option is available to deployment levels 3 to 6.
A load balancer is deployed in front of an Application Server cluster to equally distribute
connections to the clustered servers. To support an Application Server cluster, the
address of this load balancing device must be specified in the following locations:


The HTTP Alias in the Settings tab of each clustered server.
If the Enterprise Manager application is one of the applications on the clustered
servers, you must also specify the address of the load balancing device in the
System Management > General Settings > Enterprise Manager Location
tab.
For step-by-step instructions on creating an Application Server cluster, see Create an
Application Server Cluster (step-by-step), page 135.
Database Server Clusters
High availability for databases is achieved by deploying the Workforce Optimization
database(s) on the customer’s existing SQL server farm or SQL cluster with multiple
nodes, instead of deploying the customer’s SQL database on a server in a Workforce
Optimization Data Center zone.
An SQL server farm or cluster is a deployment of multiple servers that is highly scalable
and can achieve high-performance. An SQL server farm can be expanded (scaled) to
accommodate increased site traffic and site performance in a cost-effective manner.
This setup also provides a failover mechanism so that if there is a problem with one
server node in the farm, another of the cluster nodes is always available so that the
customer data is always accessible.
Since the SQL server farm is deployed remotely, which in this context means that SQL
runs on servers other than those running the Enterprise software, a database platform
server is set up in the Workforce Optimization Data Center zone and manages (installs,
configures, and monitors) the remote SQL database setup.
In this setup, the application servers containing the Workforce Optimization software
products access the remote SQL cluster directly. This access is configured by adding the
correct URL for the remote SQL cluster during the database server role configuration
process.
Server Cluster Administration Procedures
This section discusses the basic procedures you perform in the Enterprise Manager
application to administer a server cluster. These procedures include:

Create a Server Cluster Node in the Installations Tree, page 129

Add Servers to a Server Cluster, page 130

Delete a Server from a Server Cluster, page 132

Change Server Configuration in a Cluster, page 133

Move Servers into a Cluster, page 134
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
128
Chapter 3 - Enterprise Management
Create a Server Cluster Node in the Installations Tree

Create and Edit Role Associations in a Cluster, page 134

Patch Servers in a Server Cluster, page 135

Replace a License on a Server Cluster, page 135
NOTE
For a specific step-by-step example of all procedures required to create an
Application Server cluster, see “Create an Application Server Cluster (stepby-step)” on page 135.
For information about creating Site Zone server clusters, see Create a
Speech Transcription Server Cluster (Site Zone Cluster), page 135.
Create a Server Cluster Node in the Installations Tree
Creating a Server Cluster node in the Installations tree is the first procedure performed
when creating a server cluster in Enterprise Manager.
This procedure creates a node in the Installations tree to represent the multiple
managed servers in a server cluster. After you create this node, you select the node to
add managed servers to the cluster.
To perform this procedure, you must have Edit Installation Hierarchy privileges scoped
to the site node where you want to create the cluster.
To create a server cluster node in the Installations tree:
1
Click on System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the Site node under which you want the
server cluster to reside.
3
Click Create Server Cluster. The Server Cluster window displays.
4
Type a name for the cluster, and then optionally type a description.
5
Click Save.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
129
Chapter 3 - Enterprise Management
Add Servers to a Server Cluster
Add Servers to a Server Cluster
After you create a Server Cluster node in the Installations tree, you can add individual
servers to the cluster node.
Note the following about adding managed servers to a server cluster:

The first server added to the server cluster becomes the primary server in the
cluster by default.
Subsequent servers added to the server cluster inherit the configuration of the
primary server. All pre-existing configurations on these servers are lost when the
servers are added to the cluster.


All servers added to a server cluster must have the same server roles installed and
the roles must be of the same version. The servers do not need to have the same
server roles activated. The server roles are automatically activated and configured
to match the server role configuration of the primary server at the time a secondary
server is added to the cluster.
Any server added to a cluster cannot be involved in any kind of redundant
relationship with another server in the environment. Specifically, a clustered server
cannot be part of either a Secondary Role relationship or an IP extension cluster.
To add a server to a server cluster:
1
Click on System Management > Enterprise > Settings.
2
In the Installations tree (left pane), select the Server Cluster node (indicated by a +
sign).
3
Select Create Installations > Server to add a new managed server to the
cluster.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
130
Chapter 3 - Enterprise Management
4
Add Servers to a Server Cluster
Complete the Server window according to the following:
Field
Description
Name
Type the name of the managed server being added. This name is at
your discretion, but it is recommended that you enter either the
Host Name, Fully-Qualified Domain Name, or IP address of the
managed server.
Note: The name you enter here also automatically populates the
Server Name field and the HTTP Alias field. The Server Name field
must contain either the Host Name, Fully-Qualified Domain Name
(FQDN), or IP address. If you do not enter the Host Name, FQDN,
or IP address in this field, you must manually edit the Server Name
field. You must alter the HTTP Alias field so that the HTTP Alias field
specifies the address of the load balancing device that supports the
cluster.
Description
Add text (optional) to describe the new managed server, such as
TMD Recorder (ITS IP Recorder) or IP Recorder.
Note: Although different installation types are represented by
different icons, it is still a good idea to use text to describe the type
of managed server.
Serial Number
Read only field that shows the serial number of the managed
server from the installation process. The serial number can be any
six-digit number.
For more information on serial numbers, see “Ensuring a History of
Recorder Serial Numbers is Maintained in the Database” on
page 373.
Server Name
Enter either the Host Name, FQDN, or IP address of the managed
server in this field. Enterprise Manager uses this name to connect
to this server.
Note: By default, this field contains the name that is entered in the
Name field above.
Port Number
Shows the port number (port 80) to be used if the communication
between the Enterprise Manager and the managed server is
unencrypted (that is, Secure Sockets Layer (SSL) is not being
used to encrypt Enterprise Manager/Server communication). Do
not change this port number.
SSL Port
Number
Shows the port number (port 443) to be used if SSL is being used
to encrypt the communication between the Enterprise Manager
and the managed server. Do not change this port number.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
131
Chapter 3 - Enterprise Management
Delete a Server from a Server Cluster
Field
Description
HTTP Alias
Specify the HTTP address of the load-balancing device that is used
to distribute user connections to the servers in the cluster.
Users connect to the load-balancing device to access the clustered
servers. The load-balancing device distributes user connections
equally among the clustered servers.
Note: If you are clustering a server that includes Enterprise
Manager (has the Framework Applications server role activated),
you must also specify the address of the load balancing device in
the Enterprise Manager Locations tab. For more information,
see “Enterprise Manager Location Settings” on page 291.
Blocked
Select this check box to prevent (or block) the clustered server
from receiving configuration changes or cache updates from
Enterprise Manager.
Clear the check mark from this check box to unblock the server.
When the server is unblocked, it can receive configuration
messages and cache updates from Enterprise Manager.
Primary
Select this check box to establish this server as the primary server
in the cluster.
Subsequent servers added to the cluster inherit the configuration
of the primary server in the cluster.
It is recommended that you access the primary server to make all
configuration changes, as noted in Change Server Configuration in
a Cluster on page 133.
By default, this check box is selected for the first server added to
the cluster and is not selected for subsequent servers added to the
cluster.
5
Click Save.
Delete a Server from a Server Cluster
To delete a server from a server cluster, you must remove the server from the load
balancer configuration, delete the server from the Enterprise Manager Installations tree,
and then manually deactivate all of the server roles on the deleted server.
IMPORTANT
When deleting a server from a server cluster, you cannot deactivate the
server roles in the normal way through the user interface. Instead, you
must deactivate the server roles by manually deleting them from the
roles-active.xml file, as described below.
To delete a server from a server cluster:
1
Remove the server you want to delete from the cluster from the network load
balancer configuration.
2
Use a web browser to access the Enterprise portal, and select System
Management > Enterprise > Settings.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
132
Chapter 3 - Enterprise Management
Change Server Configuration in a Cluster
3
In the Installations tree (left pane), select the Server node that you want to delete
from the cluster.
4
Click Delete to delete the server.
5
Wait for the Pending Messages icon
(asterisk) to disappear from the Server:
screen before continuing to the next step.
6
Manually deactivate all server roles on the server you just deleted, by performing
the following procedure on that server:
a. Use a text or XML editor to open this file:
<install directory>\software\Conf\Roles\roles-active.xml.
b. In the roles-active.xml file, delete all of the <ServerRole
name=”RollName”/> tags, as discussed below:
-
In the roles-active.xml file, each <ServerRole name=”RollName” /> tag
represents an active server role.
-
Manually delete each of the <ServerRole name=”RollName” /> tags so that
only the <ServerRoles> and </ServerRoles> tags remain in the file.
c. Save and close the roles-active.xml file.
d. Restart the Impact Configuration & Monitoring Service on the server (from
the Services window in the Windows Administrative Tools).
e. If the WFO_ProductionDomain_ProductionServer service is present on the
server, stop and disable this service (from the Services window in the Windows
Administrative Tools).
7
If the WFO_ProductionDomain_ProductionServer service is present on the
remaining servers in the cluster, restart this service on each of the clustered servers
(from the Services window in the Windows Administrative Tools).
Change Server Configuration in a Cluster
It is recommended that you use the primary server in the cluster to make configuration
changes to the cluster. Configuration changes made on the primary server are
automatically replicated to the other servers in the cluster.
Servers that operate in a cluster have identical sets of server role configurations, (that
is, they have the same set of active server roles, and the same server role settings and
associations).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
133
Chapter 3 - Enterprise Management
Move Servers into a Cluster
If you make any configuration change to a server role on one server in the cluster, the
same configuration change is automatically made on the other servers in the cluster.
For example, if you deactivate a server role on one server in the cluster, the same role is
automatically deactivated on all servers in the cluster. If you change any server role
setting on one server in the cluster, the same role setting is automatically changed on all
servers in the cluster.
Move Servers into a Cluster
You can move a server into a server cluster. To move a server into a cluster, the server
must have the same server roles as the other clustered servers.
When you move a server into a cluster, the server assumes the configuration settings
(including the HTTP Alias) of the primary server in that cluster.
You cannot move a server out of server cluster. To remove a server from a server cluster,
you must delete the server as described in “Delete a Server from a Server Cluster” on
page 132.
To move a server into a cluster:
1
Click on System Management > Enterprise > Settings.
2
In the installations tree (left pane), select the server you want to move into a server
cluster.
3
Click More Actions > Move Installation. The installation tree displays in the right
pane.
4
Select the server cluster you want to move the server into, and then click Save. The
server is moved, and assumes the same configuration (role settings, associations
and legacy associations) as the other servers in the new cluster. Any settings that
existed prior to the server being added are lost. The moved server assumes the
HTTP Alias of the new cluster.
Create and Edit Role Associations in a Cluster
When you create or edit a server role association on one server role in a server cluster,
the same association is automatically made for all other server roles of the same type
that exist in the cluster. This functionality ensures that all server roles in the cluster that
are of the same type maintain the identical server role associations.
To create or edit role associations in a cluster:
1
In the Installations pane select any role in a server in a cluster, and then click
Associations. All roles that can be associated are displayed in the right pane.
NOTE
2
Within the cluster, only the cluster name and its server roles display.
Servers in the cluster do not display.
Select one or more roles in the cluster, or make any necessary changes, and then
click Save.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
134
Chapter 3 - Enterprise Management
Patch Servers in a Server Cluster
Patch Servers in a Server Cluster
Update Servers in a cluster (also known as patching) to update server role metadata or
add a new role on a server. No action is necessary, except for actually updating the roles
in all the servers in the cluster. When you update, or patch, a server role on a clustered
server, the other servers in the cluster are not also patched automatically. You must
patch each server individually.
When Enterprise Manager detects a configuration difference in the servers in a server
cluster, a warning message displays, and all communications are temporarily blocked
until server configuration consistency across the cluster is restored. Once restored, all
servers in the cluster are automatically unblocked.
Replace a License on a Server Cluster
If you need to replace a license in a server cluster for any reason (for example, if you
purchased a new product and need to upload a new license), follow this procedure:
1
Stop every application server in the cluster except one. (That is, stop the
WFO_ProductionDomain_ProductionServer service on every application server
except one.)
2
Upload the new license on the application server that is not stopped. (Use the
System Management > Licensing Management > System Licensing tab, as
described in the System Installation and Upgrade Guide.)
3
Restart the WFO_ProductionDomain_ProductionServer service on the
application server to which you uploaded the license.
4
Start the WFO_ProductionDomain_ProductionServer service on the other
application servers in the cluster.
Create a Speech Transcription Server Cluster (Site Zone
Cluster)
Customers licensed for Speech Analytics, can create Speech Transcription servers
clusters.
For details about creating these server clusters, see “Configure Speech Analytics
Topology” on page 263.
Create an Application Server Cluster (step-by-step)
This section describes all procedures associated with creating a cluster of servers that
have the Framework Applications server role.
The Framework Applications server role supports Enterprise Manager and other
applications. Follow these instructions to create a server cluster that supports a
clustered version of Enterprise Manager (as well as clustered versions of the other
applications supported by the Framework Applications server role).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
135
Chapter 3 - Enterprise Management
Create an Application Server Cluster (step-by-step)
These instructions are presented in three steps:
Step 1: Complete the Prerequisites
Before you can create a server cluster that supports Enterprise Manager, all of the
following prerequisite tasks must be performed. The tasks must be performed in the
order listed.
IMPORTANT
All of the servers that you install as part of the cluster must include the
same server roles and alarm definitions. Also the server roles and alarm
definitions on each server must be of the same version. Otherwise, you
will not be able to add the servers to the cluster in Enterprise Manager in a
subsequent procedure.
These prerequisite tasks must be performed before you can create the server cluster in
Enterprise Manager.
1
Install the database to which the managed servers (servers containing the
Framework Applications server role) will connect.
2
Install the first managed server (Server1 in this example) and connect it to the
database.
3
Install the additional managed servers and connect them to the same database. All
servers in the cluster must connect to the same database.
4
Activate the license on Server1 for the number of servers that will operate as part of
the cluster.
5
Install the load balancing device. You should know the address required to connect
to the load balancing device before beginning the procedure below.
IMPORTANT
Do NOT configure the servers to connect to the load balancing device at
this time. The servers must be added to the cluster from Enterprise
Manager before they are connected to the load balancing device, as noted
in the procedure below.
Configure the load balancer to listen for HTTP connections on port 80 and
HTTPS (SSL) connections on port 443.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
136
Chapter 3 - Enterprise Management
IMPORTANT
Create an Application Server Cluster (step-by-step)
An application server may have two Network Interface Cards (NICs)
installed, where one NIC handles general communications and a second
NIC serves as a backup.
If an application server you intend to cluster has multiple NICs installed,
you must ensure that the NIC that handles general communication on that
server is the first connection that is accessed by network services.
To ensure that a NIC is the first connections accessed by network services,
do the following on the server:
1
2
3
4
5
6
7
8
Open the Windows Control Panel.
Select Network and Internet.
Select Network and Sharing Center.
Select Change Adapter Settings.
Press the Alt key on the keyboard.
Select the Advanced > Advanced Settings menu.
In the Adapters and Bindings tab, ensure that the NIC that handles
general communications appears as the first connection in the
Connections: box.
Click OK.
Step 2: Using Enterprise Manager to Create the Server Cluster
When you have completed the prerequisite tasks, use Enterprise Manager to create the
server cluster.
IMPORTANT
Follow the steps below exactly in the order described, otherwise the
cluster may not function. In particular, be sure to add the servers to the
cluster in Enterprise Manager before the servers are added to the load
balancer. If the servers are added to the load balancer before they are
added to the cluster, it may be necessary to manually refresh the cache on
each of the clustered servers to make the cluster function properly.
Once you begin this procedure, complete all 16 steps described below
before using Enterprise Manager to make any other kind of configuration
change. Do not stop in the middle of this procedure to make any other
kind of configuration change.
Perform the clustering steps in the exact order described below:
1
In the System Management > General Settings > Enterprise Manager
Location tab, enter the connection information for the server that will operate as
the primary server in the cluster (Server1 in this example).
In the Enterprise Manager Location tab, specify the server name (hostname, IP
address, or FQDN) and port number required to connect to the primary server in the
cluster. For more information, see “Enterprise Manager Location Settings” on
page 291.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
137
Chapter 3 - Enterprise Management
2
Create an Application Server Cluster (step-by-step)
In the System Management > Enterprise > Enterprise Settings tab, ensure
that a valid username and password are entered in the Application Service
Account Username and Password fields.
If the username and password are not specified, you must enter a valid username
and password in these fields and save the settings. For more information, see
“Enterprise Settings” on page 63.
3
(Optional) In the Installations tree, create the Site node under which you want the
server cluster to reside. Follow the procedure described in “Create a Site” on
page 35.
You can skip this step if a suitable Site node already exists in the Installations tree.
4
Create a Server Cluster node beneath the Site node, as described in “Create a
Server Cluster Node in the Installations Tree” on page 129.
5
Add a the first server (for example, Server1) to the Server Cluster node, as
described in “Add Servers to a Server Cluster” on page 130.
NOTE
6
The first server added to the Server Cluster node becomes the primary
server in the cluster. Subsequent servers added to the cluster will inherit
the configuration of this server.
In the Installations tree, activate the Framework Applications server role, as
described below:
a. Select the Server node added in step 5.
b. Select the Server Roles tab.
c. Select the Framework Applications server role and click Save to activate the
role.
Optionally, you can activate other server roles on the selected server. Note that
the Framework Applications server role must be active for Enterprise Manager to
function.
NOTE
7
When you add additional servers to the cluster in a subsequent step, the
additional servers automatically assume the same configuration as the
first server added to the cluster, including the server role configuration.
After you activate the server role(s), a Pending Messages
icon (asterisk) appears
at the top of the screen while Enterprise Manager processes the configuration
change.
Wait for the Pending Messages icon to disappear before continuing to the next step.
It may take a few minutes for the icon to disappear. (For more information about
this icon, see “The Configuration Messages Status Icon” on page 149.)
8
Add each of the remaining servers to the server cluster, as described in “Add
Servers to a Server Cluster” on page 130.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
138
Chapter 3 - Enterprise Management
IMPORTANT
9
Create an Application Server Cluster (step-by-step)
When adding each server to the server cluster, be sure to specify the
address of the load balancing device in the HTTP Alias setting for the
server. While this setting is not required for connectivity to the Enterprise
Manager, it is required for connectivity to the other applications supported
by the Framework Applications server role.
After adding the remaining servers to the server cluster, the Pending Messages icon
appears while Enterprise Manager processes the configuration changes. Again, wait
for the Pending Messages icon
to disappear before continuing to the next step.
10 If it was necessary to enter a valid username and password in the Application
Service Account fields in step 2, you must restart two services on the primary
server in the server cluster (Server1 in this example). Use the Services dialog in
Windows to restart these two services:

Impact Configuration & Monitoring Service

Impact System Monitoring Agent
Skip this step if it was not necessary to enter a valid username and password in
step 2.
11 Restart the WFO_ProductionDomain_ProductionServer service on the primary
server in the cluster (Server1 in this example). Restart this service from the
Services dialog in Windows.
After restarting this service, do not proceed to the next step until you are able to
login to the Enterprise Portal web application (containing the Enterprise Manager
and other applications).
12 If it was necessary to enter a valid username and password in the Application
Service Account fields in step 2, restart these two services again on each of the
remaining (non-primary) servers in the cluster.

Impact Configuration & Monitoring Service

Impact System Monitoring Agent
13 Restart the WFO_ProductionDomain_ProductionServer service on each of the
remaining (secondary) servers in the cluster.
14 Perform the following check to verify the cache is set up correctly and the cluster is
functioning.
a. Click System Monitoring > Log > Cache.
b. In the Cache Viewer screen, verify the following to ensure the cache is set up
correctly and the cluster is functioning:



Each server in the cluster must be listed under the Host column.
Each server in the cluster must be listed under the ServerName from DB
column.
For each server in the cluster, the value Yes must appear under the Cache is
Clustered column.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
139
Chapter 3 - Enterprise Management

Create an Application Server Cluster (step-by-step)
For each server in the cluster the value Yes must appear under the
Synchronized column.
IMPORTANT
If the requirements above are not met, and the cluster is not functioning
properly, do the following:
1
2
3
4
Shut down all application servers in the cluster.
Start the primary application server in the cluster.
Log in to the enterprise portal on the primary application server to
verify the portal is up.
Start the remaining application servers in the cluster one-by-one.
Make sure that each application server is up before starting the next
one.
15 Connect all servers in the cluster (both primary and secondary) to the load
balancing device.
16 In the System Management > General Settings > Enterprise Manager
Location tab, enter the connection information for the load balancing device.
In the Enterprise Manager Location tab, you must specify the server name
(hostname, IP address, or FQDN) and port number required to connect to the load
balancing device. For more information, see “Enterprise Manager Location Settings”
on page 291.
Step 3: Adding Servers to a Functioning Server Cluster That Supports
Enterprise Manager
After you have a functioning server cluster that supports the Framework Applications
server role (and therefore the Enterprise Manager application), you can expand the
server cluster by adding additional servers to it.
Follow the instructions below to add an additional server to a functioning server cluster.
IMPORTANT
1
Any server added to a functioning server cluster must include the same
server roles and alarm definitions as the existing servers in the cluster.
Install the server and connect it to the same database to which the other servers in
the cluster are connected.
Do not connect the server to the load balancing device at this time.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
140
Chapter 3 - Enterprise Management
Create an Application Server Cluster (step-by-step)
2
Add a the server to the Server Cluster node, as described in “Add Servers to a
Server Cluster” on page 130.
3
After you add the server to the Server Cluster node, a Pending Messages
icon
(asterisk) appears at the top of the screen while Enterprise Manager processes the
configuration change.
Wait for the Pending Messages icon to disappear before continuing to the next step.
It may take a few minutes for the icon to disappear. (For more information about
this icon, see “The Configuration Messages Status Icon” on page 149.)
4
5
On the newly added server, restart these services from the Windows Services
dialog:

Impact Configuration & Monitoring Service

Impact System Monitoring Agent

WFO_ProductionDomain_ProductionServer service
Verify the cache is set up correctly and the cluster is functioning.
You can perform the following check to verify that the cache is set up correctly and
the cluster is functioning:
a. Click System Monitoring > Log > Cache.
b. In the Cache Viewer screen, all of the servers in the cluster should be listed
under the Host and the ServerNamefromDB columns. For each server, the
screen should indicate that the Cache is Clustered and the server is
Synchronized.
6
Use the Weblogic Configuration Tool to configure Single Sign-On (SSO) on the
newly-added server. For details, see “Configuring WebLogic Settings” in the
Enterprise Suite System Administration Guide.
7
Connect the newly-added server to the load balancing device.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
141
Chapter 3 - Enterprise Management
View and Filter the Installations Tree
View and Filter the Installations Tree
Follow the procedures in this section to view details of the Installations tree, find
Installations, view server and tooltip status, and filter the Installations tree.
You can filter the Installations tree to create customized views of the Site Groups, Sites,
and Servers in the Installations tree. This capability is useful in large environments with
many different servers.
For more information, see the following topics:

View Installation Tree Details, page 142

Find Installations, page 143

View Server Icon and Tooltip Status, page 144

Filter the Installation Tree, page 145

Create and Edit an Installation Tree Filter, page 146
View Installation Tree Details
Display the Installations tree in full screen to show the following information for each
Installation in the enterprise:

Serial Number

Description

Installation Type (Enterprise, Site Group, Site, or Server)
The view allows you to view at a glance all the different installation types in the
enterprise. Only active roles display in the Installations pane.
To view installation tree details:
1
Click System Management > Enterprise > Settings.
2
In the slim divider that separates the Installations tree (left pane) from the right
pane, click the small right-pointing arrow. All installations display in full screen
mode.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
142
Chapter 3 - Enterprise Management
3
Find Installations
Review the installations summary according to the following:
Item
Description
Installation
Node
Shows the name of all items, that is Site Groups, Sites, and Servers,
in the Installations tree.
Serial Number
Shows the Serial Number of managed servers.
For more information on serial numbers, see “Ensuring a History of
Recorder Serial Numbers is Maintained in the Database” on
page 373.
Description
Shows the optional description of installation items.
Installation
Type
Shows the category of the installation such as Enterprise, Site
Group, Site, or Server.
4
Click the lower, left-pointing arrow on the right side of the screen to return to edit
mode. In edit mode, you can see the Installation tree in the left pane and the
selected item in the right pane.
5
Create Installation Tree filters, as described in Filter the Installation Tree on page
145.
Find Installations
A Find text box appears just above the Installations tree (left pane). You can type
search criteria in the Find text box to search for any of the following:


Site Groups, Sites, Servers, or Server Roles in the Installations tree
Server serial numbers, descriptions, and installation types listed on the Installations
Summary screen
If you want to search for serial numbers, descriptions, and information types, you
must expand the Installations tree to full-screen mode to display the Information
Summary screen, as noted in the procedure below.
You can type letters, numbers, or wildcards (*) as search criteria in the Find text box.
As you type, matches for the search criteria are immediately highlighted in green in the
Installations tree or the Installations Summary screen.
For example, type the letter S and the first occurrence of any installation in the
Installations tree with the letter S is highlighted in green. Use the Up or Down arrows
beside the Find text box to move to the next or previous occurrence of an Installation
that includes the letter S.
NOTE
If an Installation tree appears in any window in the right-hand pane of
Enterprise Manager, and the Installation tree includes a Find text box, the
Find text box also functions as described in this topic for that Installations
tree.
Also, Java (JRE) 7 or higher must be installed. If you use the Find feature
on a server other than the Enterprise Manager server, make sure that the
JAVA_HOME is set to the installed Java folder.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
143
Chapter 3 - Enterprise Management
View Server Icon and Tooltip Status
To find items in the tree:
1
If necessary, click the Expand All button (the arrow at the left of Installations). The
tree displays expanded.
2
If you only want to search for Site Groups, Sites, Servers, or Server Roles in the
Installations tree, skip this step and continue to step 3.
If you want to include server serial numbers, descriptions, and installation types in
your search, do the following:
In the slim divider that separates the Installations tree (left pane) from the right
pane, click the small right-pointing arrow. (The Installations tree expands to fullscreen mode to display the Installations Summary screen.)
3
In the Find area, type the first few letters, numbers, or the entire name of the item
you seek. You can type any regular expression to search for the name. The first
instance of the result displays highlighted in green in the Installations tree or
Installations Summary screen. If there are no matches, the Find area turns red.
4
Advance to the next occurrence of the Find criteria by clicking the Down arrow
beside the Find area (circled). You can also press Enter to advance. To return to the
previous occurrence, click the Up arrow.
View Server Icon and Tooltip Status
Server icons display the status of the managed server within the Enterprise Manager
Installations tree (left pane). Also, a brief status description for each managed server
can be viewed by hovering your cursor over the Server icon to show a tooltip. Only
Server nodes have tooltips; Enterprise, Site Groups, and Sites do not.
A Server node displays:

the blocked icon
present.

the error icon

the warning icon
when the server is blocked, even if warnings and errors are also
if there are both error and warning messages.
when only warnings are present.
Tooltips display the statuses using the following sequence:
Errors:

Configuration messages for a server have failed and are being retried
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
144
Chapter 3 - Enterprise Management
Filter the Installation Tree
Warnings and Blocks:

Distribution to the server is blocked (the blocked icon displays)

Messages are in progress but have not completed

The count of active alarms is greater than 0 or errors

Note that the following tooltip statuses are also displayed as warning icons up to the
top level in the Installations tree:

Enterprise, Site Group, or Site has Servers that need to be migrated

Server that needs to be migrated
Filter the Installation Tree
Create an Installation tree filter to customize (or filter) the view of Site Groups, Sites,
and Servers that displays in the Installations tree (left pane). This feature allows you to
display only the specific Site Groups, Sites, and Servers that you select in the
Installations tree.
For example, you can create a view consisting of a single Site Group, or you can create
a view consisting of all managed servers in the enterprise that have the IP Recorder role
activated.
You have considerable flexibility when creating views of the Installations tree. You can
create an Installations tree filter to display almost any combination of the Site Groups,
Sites, and Servers that display in the Installations tree.
After you create an Installation tree filter, you can select the filter from the View menu
to display the customized view of the Installation tree. You can also edit or delete the
Installations tree filters you have created.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
145
Chapter 3 - Enterprise Management
NOTE
Create and Edit an Installation Tree Filter
Installation tree filters are created on a per-user basis. For example, if
User A logs in and creates an Installation tree filter, the filter is only visible
to User A. If User B logs in, User B cannot see or use the Installation tree
filter created by User A.
To filter the installation tree:
1
Click System Management > Enterprise > Settings.
2
Click the View menu (above the installation tree).
3
Select a filter.
Upon selection, the installation tree displays according to the selected filter. If no filters
have yet been created or to edit a filter, follow procedures in Create and Edit an
Installation Tree Filter on page 146.
Notes:



If you do not select a filter, all installations are displayed and server roles are
collapsed.
Anti-virus scans can adversely affect performance on large lists of servers with
roles. Filtering such lists can increase performance and improve usability.
You can also Find Site Groups, Sites and Servers, as described in Find Installations
on page 143.
Create and Edit an Installation Tree Filter
Create an Installations tree filter to view parts or servers with specific properties, such
as the Server name, or the Site in which it belongs. This feature is particularly useful for
large numbers of servers that have many roles.
NOTE
Installation tree filters are created on a per-user basis. For example, if
User A logs in and creates an Installation tree filter, the filter is only visible
to User A. If User B logs in, User B cannot see or use the Installation tree
filter created by User A.
To create an installation tree filter:
1
Click System Management > Enterprise > Settings.
2
Click the arrow beside View (just above the Installations tree), and do one of the
following:


Click Create Filter to create a new filter. The Create Filter window displays.
Click Edit Filter to edit the currently selected filter. When the Create Filter
window displays, select the filter you want to edit from the Filters: list in the
upper-right corner of the window.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
146
Chapter 3 - Enterprise Management

3
Create and Edit an Installation Tree Filter
Click Refresh to refresh the window.
Complete the Create Filter window according to the following:
Item
Description
Scope
Choose the Scope to be displayed when this filter is selected.
Essentially, the Scope is the Site Group(s) and/or Site(s) you want
the filter to display.
For example, if you want the filter to limit your view to only
Installations under a Site called Atlanta, you would select the
Atlanta site in the Scope section of the Create Filter window.
Note: You can select in Preferences whether you wish to display
empty Site Groups and Sites in the right pane. This does not affect
the left hand pane items. (If that was possible, then a Site could
not be created, because initially a site is empty). The preference
only applies to right hand trees, as with Associations.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
147
Chapter 3 - Enterprise Management
Create and Edit an Installation Tree Filter
Item
Description
Installation Type
Choose the installation type (or server) to be displayed within the
selected Site Group or Site. Only the selected installation types
appear in the filtered view.
Your options include:




Name
Server
Blocked Server
Search and Replay
External Server
Type a wildcard name to be included in the filter. For example:
type v* to filter out any server that does not begin with the letter v.
That is, all servers that begin with the letter v display. As another
example, type *v* to display all installations that have the letter v
in the name.
Server Name
Type the domain name or IP address of the servers to be filtered.
You can use wildcards, as in the following examples:
WS* = any servers that start with WS
*WS = any servers that end with WS
*WS* = any server containing WS.
If you enter invalid characters, a message displays.
Servers with
Error/Warning
Click to place a check beside Errors and/or Warnings to show only
servers that contain errors or have warnings.
Servers with
Roles
Shows servers that display any of the selected roles. All other
server roles will be removed by the filter. For example, if you
choose IP recorder and Screen Recorder, then only servers with
either IP Recorder or Screen Recorder roles are displayed.
Default filter
Check this field to apply the displayed filter to the Installations
tree. If a user has a default filter selected, then this filter is applied
whenever the user logs in and uses the page.
Expand Roles by
Default
Check this field to cause the servers to display with the server roles
expanded (the server role icons are visible beneath the Server icon
by default).
4
Do one of the following:



Click Save to save a filter that you are editing.
Click Save As to save a new filter. You then must give the new filter a name that
will thereafter appear in the Filter menu.
Click Clear to remove all selections from the Create Filter window and start
again.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
148
Chapter 3 - Enterprise Management
The Configuration Messages Status Icon
The Configuration Messages Status Icon
The Configuration Messages Status icon
can appear on any screen accessible from
these Enterprise Manager application menus:

System Management > Enterprise

System Monitoring > System Monitor

Recording Management
NOTE
For detailed information about how Enterprise Manager handles
configuration changes, see “Handling of Configuration Changes by the
Enterprise Manager” on page 337 and “Enterprise Manager Agent” on
page 340.
When you make a configuration change from any Enterprise Manager screen, the
Configuration Messages Status icon
appears on all Enterprise Manager screens.
This icon displays on the screens while the Enterprise Manager processes the
configuration changes.
You can click on the Configuration Messages Status icon to view status information
about the configuration changes the Enterprise Manager is currently processing. The
states of a configuration change are queued, processing, and pending, as discussed
below.
States of a Configuration Change
When you use Enterprise Manager to make configuration changes to managed servers,
Enterprise Manager performs a two-step process to distribute these changes to the
servers. The Enterprise Manager:


Stores (or queues) the changes in a local cache.
Converts the cached changes to configuration messages and transmits these
messages on the network to the managed servers.
When you click on the Configuration Messages Status icon, it shows the number of
configuration changes that are in each of the three states below:



Queued Changes - The configuration changes are queued in the local cache. For
configuration changes in this state, an estimated time appears that indicates how
long it will take to convert the queued changes into a pending message(s). This
time is calculated based on the current activity occurring on the server. This
message appears when the estimated time for conversion is expected to be three
minutes or less.
Processing Queued Changes - The configuration changes are of sufficient volume
that the time required to convert the queued changes into configuration messages
exceeds three minutes. This state displays until the conversion of all configuration
changes to configuration messages is complete. This state can display for several
minutes.
Pending Messages - The configuration changes are converted to a configuration
message, but the message has not yet been sent to the managed server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
149
Chapter 3 - Enterprise Management
NOTE
The Configuration Messages Status Icon
To view more information about pending messages, click System
Management > Enterprise > Configuration Status and click View
Message Status.
As noted above, the amount of time that the Configuration Messages Status icon
persists on the screen depends on the current level of activity on the Enterprise Manager
server. If the Configuration Messages Status icon persists on the screen indefinitely,
some problem exists either with Enterprise Manager, the managed server that is the
target of the configuration changes, or the communication link between Enterprise
Manager and the target server. In this case, you should investigate the problem using
any of the following Enterprise Manager features:



Installation tree icons - Scan the Installations tree nodes for icons that indicate an
error or a warning condition and then investigate the problem.
Configuration Status tab - Use this tab to view information about pending
configuration messages. This tab is available in the right-hand pane when you select
any node of the Installations tree.
System Monitor Alarms - Use the System Monitoring > System Monitor >
Alarm Dashboard menu to investigate any active alarms that are related to
Enterprise Manager or recent configuration changes.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
150
Chapter 3 - Enterprise Management
Expand Error Messages on Enterprise Manager Screens
Expand Error Messages on Enterprise
Manager Screens
Error messages and information messages appear at the top of Enterprise Manager
screens when there are configuration problems on a screen or any issues with the
configuration of which you should be aware.
When these messages exist, two scroll arrows and the Expand Message icon
appear in the upper-right corner of the screen. The first line of the message appears to
the immediate left of the scroll arrows and icon.
By default, only the first line of the error message displays. Do one of the following to
view the entire text of the message:

Click the scroll arrows to scroll through the message one line at a time.

Click the Expand Message icon to view the entire message.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
151
Chapter 4
Server Role Configuration
and Administration
The sections that follow provide a descriptive overview of server roles and detailed
descriptions on configuring each server role’s parameters.

Overview, page 153

Map Server Roles to Platforms, page 154

Activate/Deactivate Server Roles, page 157

Configure Recording Channels, page 159

Configure Server Roles, page 160


Configuration Details: Data Center Zone Server Roles, page 167

Configuration Details: Site Zone Server Roles, page 211

Speech Analytics Server Roles, page 247

Desktop and Process Analytics Server Roles, page 270

External Servers and Their Roles, page 275

ACR Server Roles and Associations, page 284
Server Role Administration Procedures, page 286
Chapter 4 - Server Role Configuration and Administration
Overview
Overview
Once a customer’s license and products are activated, you can use Enterprise Manager
to see the available server roles installed on each server.
After completion of the Enterprise hierarchy and server node set up as discussed in
“Installations Tree Overview” on page 22 and “Manage Installations Tree Nodes” on
page 30, you are ready to activate server roles, configure recording channels for
recorders (if applicable), and finally configure the server roles installed on each server,
in order to achieve the product functionality for which the customer is licensed.
See:

Map Server Roles to Platforms, page 154

About Activating or Deactivating Server Roles, page 156

Configure Recording Channels, page 159

Configure Server Roles, page 160

Configuration Details: Data Center Zone Server Roles, page 167

Speech Analytics Server Roles, page 247

Desktop and Process Analytics Server Roles, page 270

Speech Analytics Server Roles, page 247

Desktop and Process Analytics Server Roles, page 270
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
153
Chapter 4 - Server Role Configuration and Administration
Map Server Roles to Platforms
Map Server Roles to Platforms
During installation, each server used in the Enterprise Suite deployment is installed with
a selected platform. Each platform is comprised of specific server roles that support
database, application and/or recording functionality, and all server roles are installed
automatically, though not all of these server roles are activated.
There are two server platform types:


Data Center— Server roles on these platforms provide functionality for databases
and the Workforce Optimization (or Enterprise Suite) applications.
Site— Server roles on these platforms provide functionality for content acquisition
(Recorder/Speech)
TIP
In general, most platforms contain either Data Center or Site server roles,
not both.
Only two platforms in the system can contain both Data Center and Site
Zone type server roles:


The Consolidated platform, which contains all Workforce Optimization
server roles and is installed on a single server. This solution is used for
the smallest deployments.
The Speech Analytics platform, which contains the Speech Application
Service server role (a Data Center server role) and Speech
Transcription server role (Site Zone server role).
While never activated on the same server, these roles are activated as
follows:


When the Speech Analytics platform is installed on a server in a
Data Center zone, the Speech Application Service server role is
activated and configured.
When the Speech Analytics platform is installed on a server in a
Site zone, the Speech Transcription server role is activated and
configured.
All other platforms are installed on servers that are deployed either in a
Data Center or Site zone.
Installing a platform installs all the server roles that are mapped to that platform.
The number of server platforms installed and configured for the customer’s Workforce
Optimization solution depends on the size of the deployment.
For example, if you are installing and configuring a single server deployment (Level 1
deployment), you install a single server that contains the Consolidated platform,
comprising all Data Center and Site zone server roles. This is one of the most common
deployments types.
In a distributed server deployment scenario (Level 2 to 6 deployments), Data
Center and Site roles are separated by platform. The number of servers, and the
specialized platforms installed on them, depends on the size of the deployment and the
product licensing requirements.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
154
Chapter 4 - Server Role Configuration and Administration
Platforms and Deployment Levels
See also below:

Platforms and Deployment Levels, page 155

About Activating or Deactivating Server Roles, page 156
Platforms and Deployment Levels
There are six levels of deployment for Workforce Optimization (or Enterprise Suite),
depending on client requirements.
Level 1 deployment (the smallest) comprises installation of a single server, with the
Consolidated platform selected.
Deployment levels 2 to 6 require additional servers, with each server installed with Data
Center and Site zone- type platforms (for example, Data Center or Database platforms
in the Data Center zone, and Recorder platforms in one or more site zones).
The combination of servers and their platforms depend on the complexity of the
customer’s Workforce Optimization deployment.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
155
Chapter 4 - Server Role Configuration and Administration
About Activating or Deactivating Server Roles
About Activating or Deactivating Server Roles
Each server you add to the installation tree contains a platform that has a pre-defined
set of server roles. Server role availability is based on licensing.
NOTE
For more detailed description about server roles and their associations,
see Appendix D, “What is a Server Role?” on page 327.
Once you have completed installing Workforce Optimization (or the Enterprise Suite),
and have activated the licensed products, server roles for which the customer is licensed
are visible in Enterprise Manager.
NOTE
The ability to view server installations and their server roles is based on
access privileges that have been granted to users.
If a user is only granted privileges to view a specific server role, and then
navigates to the System Management > Enterprise > Server Roles
screen, the name of the server installation to which the server role
belongs is displayed.
However, the user cannot view or edit the server installation’s
configuration.
For details on installation and configuration access privileges, see
“Administrator Configuration Access Privileges” on page 17.
The following section describes how to activate or deactivate server roles.
IMPORTANT
The following server roles must be activated (and then configured) in
order for Workforce Optimization to function properly:



The Framework Applications server role is always activated by
default for all products, and must be configured and associated with
the appropriate server roles (for example, it must be associated with
the Database Analytics Processing Engine, QM Database, and Contact
Database server roles).
The Content Server server role must be configured for all Recorder
(TDM or IP) products in order to retrieve media from each recorder.
If you install a Consolidated platform or a Recorder platform on a
server, all Recorder related server roles are automatically installed.
During server role activation time, you activate either the IP
Analyzer server role or the IP Recorder server role, depending
on requirement.
For details specific to Recorder configurations, see the Recorder
Configuration and Administration Guide.
See Activate/Deactivate Server Roles, page 157.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
156
Chapter 4 - Server Role Configuration and Administration
Activate/Deactivate Server Roles
Activate/Deactivate Server Roles
1
Complete Enterprise hierarchy and server setup as discussed in “Installations Tree
Overview” on page 22 and “Manage Installations Tree Nodes” on page 30.
2
Navigate to System Management > Enterprise Management > Settings, and
select the server node that contains the platform of server roles you want to
configure.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
157
Chapter 4 - Server Role Configuration and Administration
3
Activate/Deactivate Server Roles
To display the list of available server roles installed on the server, click the Server
Roles tab.
By default, the server roles associated with the product(s) activated by the
customer’s license are listed.
NOTE



In general, activate all Data Zone server roles.
If you are activating Recorder server roles, not all options are
necessarily selected.
If you are viewing a list of server roles associated with a Consolidated
platform or a Recorder platform, you activate either the IP Analyzer
server role or the IP Recorder server role, depending on your
requirement.
4
To activate or deactivate a server role, select or de-select the check box beside the
server role name.
5
Click the Save button.
NOTE
If required, Enterprise Manager generates a message indicating that you
must restart the server.
After completing this step, the Server Role nodes for the activated server
roles appear beneath the Server node in the Installations tree.
6
Next Step: Configure each server role selected in the Server Roles screen as
described in Configure Server Roles, page 160.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
158
Chapter 4 - Server Role Configuration and Administration
Configure Recording Channels
Configure Recording Channels
Before you configure server roles for Recorders, you need to configure the recording
channels on the site zone servers that contain recorder server roles.
IMPORTANT
The information in this section does not apply to environments where
Avaya Contact Recorder (ACR) servers are deployed. You do not configure
recording channels in this way for ACR servers.
The recorder server roles include:

IP Recorder Server Role

TDM Recorder Server Role

Screen Recorder Server Role

IP Analyzer Server Role
To configure recording channels
1
Navigate to System Management > Enterprise > Settings.
2
On the installation tree, select the server that includes the server role(s) for which
you want to configure the recording channels.
3
Click the Recording Channels tab to display the Recording Channels screen in
the right panel. This screen displays each server role for which you need to set the
recording channels.
4
Beside each Server Role name, in the Count text box, type the number of
recording channels.
5
Click Save.
6
Repeat Steps 2 to 5 for each server installation that contains a recorder server role.
NOTE
For more information about configuring recording channels, see “Manage
Recording Channels” on page 110.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
159
Chapter 4 - Server Role Configuration and Administration
Configure Server Roles
Configure Server Roles
IMPORTANT
The section below contains general instructions for configuring server roles, details
regarding each server role available within the suite, and the server role parameters
you need to configure.
However, only the server roles and parameters for products that you are licensed to
use are visible in your system.
Server roles and their parameters that relate to products for which you have not
purchased a license are not visible.
For more details on how licensing affects your system, refer to the section on License
and Product Activation in your installation or system administration documentation.
Alternatively, contact one of our representatives for information.
1
Once you have activated/deactivated server roles as required, navigate to System
Management > Enterprise > Settings, select the server node that contains the
platform of server roles you want to configure, and expand the server node.
The list of active server roles displays.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
160
Chapter 4 - Server Role Configuration and Administration
2
Configure Server Roles
From the list of server roles, select the server role you want to configure.
The panel on the right refreshes to display the Server Role <Server Role Name>
screen, with the parameters that require configuration.
NOTE
If necessary, you can view the Server Role screen in Advanced Mode,
which may display additional parameters for some server role screens.
To view the server role screens in advanced mode, navigate to the
Enterprise node (the top-level node in the installation tree and, at the
bottom of the right panel, click More Actions > Turn Advanced Mode
On.
However, it is not recommended that you change Advanced Mode
settings.
To return the server role screens to the default view, click More Actions
> Turn Advanced Mode Off.
3
Complete the server role configuration as required for each server role:

Data Center Zone server roles

Framework Applications Server Role and Associations, page 168

Forecasting and Scheduling Server Role and Associations, page 169

Framework Database Server Role and Associations, page 170

Framework Database Server Role and Associations, page 170

Framework Data Warehouse Server Role and Associations, page 174

Framework Integration Service Server Role and Associations, page 180
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
161
Chapter 4 - Server Role Configuration and Administration

Reporting Services Server Role and Associations, page 177

Search and Replay Role and Associations, page 178

Interaction Flow Manager Server Role and Associations, page 181

Interaction Applications Server Role and Associations, page 183

Interaction Data Warehouse Server Role and Associations, page 187

Web Services Server Role and Associations, page 192

Web Services Server Role and Associations, page 192

Contact OLTP Database Server Role and Associations, page 192

Contact Database Server Role and Associations, page 196

QM Database Server Role and Associations, page 200

Interaction Flow Manager Server Role and Associations, page 181

Archive Database Server Role and Associations, page 205


NOTE

Configure Server Roles
Archive Database Service (eWare-based Only) Server Role and Associations,
page 207
Biometrics Database server role and associations, page 209
Note that if you are configuring Customer Feedback, these server roles
need to be configured:

Framework Applications

Framework Database

Framework Data Warehouse

Reporting Services
Site Zone Server Roles

Recorder Integration Service Server Role and Associations, page 212

IP Recorder Role and Associations, page 214

TDM Recorder Role and Associations, page 215

Screen Recorder Role and Associations, page 216

Content Server Role and Associations, page 217

IP Analyzer Role and Associations, page 220

Central Archive Roles and Associations, page 220

Real Time Speech Engine Server Role and Associations, page 221

Telephony Playback Service Server Role and Associations, page 222

Import Manager Server Role and Associations, page 227


Legacy Extraction Manager Server Role and Associations, page 228Customer
Feedback Integration Service Server Role and Associations, page 230
Customer Feedback Integration Service Server Role and Associations,
page 230
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
162
Chapter 4 - Server Role Configuration and Administration



Analytics Framework server role and associations, page 234

Recorder Ingestion Web Service server role and associations, page 238

Risk Assessment Engine server role and associations, page 240

Biometrics Engine server role and associations, page 241

Enrollment Engine server role and associations, page 243
Speech Analytics Server Roles

Speech Application Service Server Role, page 249

Speech Products Database Server Role, page 259

Speech Products Database Server Role, page 259

Interactions Analytics Services Server Role, page 262

Interaction Applications Server Role for Speech Analytics, page 262
Desktop and Process Analytics (DPA) Server Roles

DPA Applications Server Role and Associations, page 270

DPA Database Server Role and Associations, page 271

External Server Roles

External Forecaster DB Server Role and Associations, page 276

External Recorder Server Role and Associations, page 276

Retriever Role and Associations, page 278

External Acquisition Recorder (former External ULTRA Recorder) Role and
Associations, page 278

External Screen Recorder Role and Associations, page 279

External Screen Storage Role and Associations, page 280

External Storage Role and Associations, page 281

External Telephony Playback Service Server Role and Associations, page 282


Configure Server Roles
External Speech Transcription Service Server Role and Associations,
page 283
ACR Server Roles and Associations

ACR Integration Server Role and Associations, page 284

ACR Recorder Server Role and Associations, page 284

ACR Replay Server Role and Associations, page 285
4
When you have completed configuring each server role, click Save.
5
After you save certain server roles, the Service and Application Notification
pop-up appears indicating that you need to manually restart services related to the
role. For details on this pop-up menu, see Viewing and Continuing from the Service
and Application Notification Pop-Up Window, page 165.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
163
Chapter 4 - Server Role Configuration and Administration
6
Configure Server Roles
If required, after you complete configuring each server role, set the role’s
associations as described in Set Server Role Associations, page 165.
IMPORTANT
After you configure each server role or role association, the Enterprise
Manager’s alarming system provides the following information:

Requirement to restart services



Server Role: The Enterprise Manager notifies you in advance
which services (if any) for each server role you need to restart
once you save your changes.
Associated Roles: Once you save your changes, an alarm may
appear in the System Monitor to notify you of which services (if
any) to restart on the associated server roles. An alarm appears
for each service that needs to restart.
Error messages
If you make an error while configuring server roles and their
associations, Enterprise Manager generates the relevant error
messages.
Upon receiving notification, ensure that you restart services and fix errors
as indicated on the System Management > System Monitor > Alarms
tab. Otherwise, the suite will not function as planned.
For details about alarms, see the System Monitoring, Messaging, and
Alarms Guide.
7
Once you have completed the server role and association configuration, validate
your configuration using Enterprise Manager’s validation tools. See “View
Configuration Status” on page 81.
NOTE
Roles and associations may have constraints/restrictions on how they are
configured.
Configuration validation indicates if there are any problems in your
configuration related to possible server role/association constraints or
restrictions.
For details on roles and association constraints/restrictions, see “What is a
Server Role?” on page 327
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
164
Chapter 4 - Server Role Configuration and Administration
Viewing and Continuing from the Service and Application
Viewing and Continuing from the Service and Application Notification
Pop-Up Window
This pop-up window is triggered only by some server roles once they are saved:
To view and continue from the Service and Application Notification Pop-up
Window
1
Once you save one of the above server roles, the Service and Application
Notification pop-up window displays.
It indicates the name(s) of the service(s) that need to be restarted manually.
A scrollable message at the top of the screen indicates that: The following
indicated services must be manually restarted. Do not restart a service
until an alarm appears in the System Monitor indicating that the service
needs to be restarted.
2
Note the services that need to be manually restarted, then click the Continue
button.
The pop-up window closes, and the server role settings are saved successfully.
For details on server role configurations, see Configure Server Roles, page 160.
Set Server Role Associations
Most server roles are automatically associated with the appropriate roles, or
associations that are set by default, based on product licensing. It is best practice in
general not change these associations.
However, in some cases you must set associations for a server role manually.
The Enterprise Manager generates an alarm if mandatory associations are not set or are
deactivated.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
165
Chapter 4 - Server Role Configuration and Administration
Set Server Role Associations
To set associations for a server
1
Select the server role you configured and click the Associations tab.
The Associations <Server Role Name> screen opens on the right panel, showing
the roles that can be associated with your selected server role.
By default, many of the server roles’ associated roles are already selected. And
when the check box is inactive (greyed out), the association is a mandatory one.
It is not recommended that you de-select a mandatory association, since that may
result in Workforce Optimization (or Enterprise Suite) not working properly.
2
You can do one of the following:


If you need to select a role to be associated with the server role, select the check
box beside the associated role’s name.
If you need to remove an association from the server role, clear the check box
beside the associated role’s name.
For details on how to set associations for individual server roles, select the server
role whose association you want to configure from the list of server roles in the
procedure “Configure Server Roles”, Step 3.
Related topics
Configure Server Roles, page 160
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
166
Chapter 4 - Server Role Configuration and Administration
Configuration Details: Data Center Zone Server Roles
Configuration Details: Data Center Zone
Server Roles
The following server roles and their associations belong to platforms installed on servers
in the Data Center zone. These server roles are required for database functionality
(Framework database, Quality Monitoring Database, Archive Database and so on), and
for application functionality (Workforce Management, Interactions and Analytics,
Recorder, and so on).
WARNING
Note the following if you are configuring database server roles that include
database size allocation parameters (for example the Database Storage
Allocation or Transaction Log Storage parameters configured for the
the Framework Database, QM Database and Contact Database server
roles):
You may decide to lower the database size since the original value was set
too high, or you do not want to save data for long periods.
However, if the database files are locked (due to an internal sql process)
or the value which was configured is less than the used space in the
database, the system does not allow you to lower the allocation value, and
will retain the last successful change attempt.
After the server roles are enabled and distributed, monitor the outcome by
checking the system monitor for pre-allocation process errors.

Framework Applications Server Role and Associations, page 168

Forecasting and Scheduling Server Role and Associations, page 169

Framework Database Server Role and Associations, page 170

Framework Data Warehouse Server Role and Associations, page 174

Reporting Services Server Role and Associations, page 177

Search and Replay Role and Associations, page 178

Framework Integration Service Server Role and Associations, page 180

Interaction Flow Manager Server Role and Associations, page 181

Interaction Applications Server Role and Associations, page 183

Interaction Data Warehouse Server Role and Associations, page 187

Web Services Server Role and Associations, page 192

Web Services Server Role and Associations, page 192

Contact OLTP Database Server Role and Associations, page 192

Contact Database Server Role and Associations, page 196

QM Database Server Role and Associations, page 200

Archive Database Server Role and Associations, page 205


Archive Database Service (eWare-based Only) Server Role and Associations,
page 207
Biometrics Database server role and associations, page 209
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
167
Chapter 4 - Server Role Configuration and Administration
Framework Applications Server Role and Associations
Framework Applications Server Role and Associations
This server role is required for all Workforce Optimization (or Enterprise Suite)
deployments, as it activates the suite portal and such suite modules as Enterprise
Management, Organization Management and User Management.
The Enterprise Management module contains the Enterprise Manager tool required to
implement Enterprise settings, setup and configure the Enterprise hierarchy, sites and
servers.
This server is also associated with the Reporting Services server role, the Framework
Database server role and, if the Scorecards license has been purchased, the Framework
Data Warehouse server role.
This server role also configures the Pop-up Server used with Framework applications in
the suite portal.
This server role is available in the following platforms:

Consolidated

Data Center

Database

Application
Once the configuration is complete, you need to restart the Weblogic service. To do so,
use the Watchdog services window to restart the
WFO_ProductionDomain_ProductionServer service.
See:

Framework Applications Server Role, page 169

Framework Applications Server Role Associations, page 169
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
168
Chapter 4 - Server Role Configuration and Administration
Framework Applications Server Role
Framework Applications Server Role
Server Access
Parameter
Description
Administrator Account
Name
Weblogic server administrator account name. Please
provide an account, which is configured to manage
Weblogic server. For example WLSAdmin
Administrator Account
Password
Weblogic server administrator account password.
Framework Applications Server Role Associations
Associated
Roles
Mandatory,
Optional, If
Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
required or used?
Framework
DB
Mandatory
Enterprise
One-to-One
Dependency
enforcement.
Framework
WHDB
If Exists
Enterprise
One-to-One
If a Scorecards
license exists,
required to connect
to the Warehouse
Database.
Forecasting and Scheduling Server Role and
Associations
This server role is required for a Workforce Optimization (or Enterprise Suite)
deployment that includes Forecasting and Scheduling.
This server is Framework Applications server role.
This server role is available in the following platforms:

Consolidated

Data Center

Forecasting and Scheduling
See:

Forecasting and Scheduling Server Role, page 170

Forecasting and Scheduling Server Role Associations, page 170
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
169
Chapter 4 - Server Role Configuration and Administration
Forecasting and Scheduling Server Role
Forecasting and Scheduling Server Role
No settings required.
Forecasting and Scheduling Server Role Associations
Associated
Roles
Mandatory,
Optional, If
Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
required or used?
Framework
Applications
Mandatory
Enterprise
One-to-One
Dependency
enforcement.
Framework Database Server Role and Associations
The Framework Database server role supports the core Framework database that is
required for use with Workforce Optimization (or Enterprise Suite) modules in the suite
portal, such as Enterprise Management, Organization Management, User Management,
as well as the Framework applications.
This server role can be installed with the following platforms:

Consolidated

Data Center

Database

Framework Database & Reporting

Framework Database
See:

Framework Database Server Role, page 171

Framework Database Server Role Associations, page 174
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
170
Chapter 4 - Server Role Configuration and Administration
Framework Database Server Role
Framework Database Server Role
NOTE
If the database server role is used with remote SQL Servers (SQL Farms/
Clusters), do not configure the TempDB data storage parameter.
The customer owns the SQL server and its configuration, including
TempDB data storage parameter values.
SQL Server Details
Parameter
Description
SQL Server Name
Type the SQL server host address used as the default for
all databases.
For SQL cluster or SQL farm the server name must be
the cluster name.
The SQL instance name is not required.
Port
The TCP/IP static port from where the SQL Server
hosting the database is listening.
Default: 1433.
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
The total size in GB that is pre-allocated for the
database's data and index files.
Default: 8
Transaction Log Storage
(GB)
The number refers to the GB that will be pre-allocated
for the database's transaction log.
Default: 4
TempDB Data Storage
(GB)
The number refers to the GB that will be pre-allocated
for SQL Server's TEMPDB data files, up to a maximum
value of 64 GB.
Default: 3
TempDB Log Storage
The number refers to the GB that will be pre-allocated to
SQL Server's TEMPDB log file. Valid values are from 1GB
to 10GB.
Default: 2
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
171
Chapter 4 - Server Role Configuration and Administration
Framework Database Server Role
Purging Data
IMPORTANT
These values are customized for each customer and documented in
the “EM Config” tab of the Customer Furnished Equipment (CFE)
Guide prepared for the customer site.
If you have never purged the database, and you must purge a large
amount of data to return the database to an acceptable data retention
level, you must take the system out of production during a
maintenance period, and purge the database then. In this scenario, if
you do not take the system out of production, the purge process
cannot purge the data fast enough to bring the data retention down to
an acceptable level.


Parameter
Description
Purging Enabled
Check box, Is the purging job enabled for this database?
Default: Check box not selected.
Enable Delete by Rows
If checked, each execution of the purging job will delete
a maximum of the number of rows indicated in each
specific area below.
If unchecked, all rows beyond the retention period will
be deleted per job execution.
Default: Enabled
Report Area
Specify retention period in months and rows to be
deleted for tables to be purged in the Reporting area.
Defaults: 12 months and 1000 rows respectively.
Timerecord Area
Specify retention period in months and rows to be
deleted for tables to be purged in the Time Record area.
Defaults: 24 months and 1000 rows respectively.
Schedule Area
Specify retention period in months and rows to be
deleted for tables to be purged in the Schedule area.
Defaults: 24 months and 1000 rows respectively.
Queue Area
Specify retention period in months and rows to be
deleted for tables to be purged in the Queue area.
Defaults: 24 months and 1000 rows respectively
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
172
Chapter 4 - Server Role Configuration and Administration
Framework Database Server Role
Parameter
Description
Audit Compliance Area
Specify retention period in months and rows to be
deleted for tables to be purged in the Audit Compliance
area.
Defaults: 84 months and 1000 rows respectively
Note that the “Audit Compliance area” includes these
modules in the AUDITTRAILENTRY table:






Audit Non-Compliance
Area
Remote Component
Contact Attribute
Installation Node
Data Source
Business Rule
Viewer
Specify retention period in months and rows to be
deleted for tables to be purged in the Audit NonCompliance area.
Defaults: 18 months and 1000 rows respectively
Note that the “Audit Non-Compliance area” includes all
modules in the AUDITTRAILENTRY table that are not
listed in the “Audit Compliance Area” description above.
VCT Events (Managed)
Area
Specify retention period in months and rows to be
deleted for tables to be purged in Managed VCT Events
area.
Defaults: 6 months and 1000 rows respectively
VCT Events (Unmanaged)
Area
Specify retention period in months and rows to be
deleted for tables to be purged in the Audit Compliance
area.
Defaults: 0 months (all records deleted) and 1000
rows respectively
My Notifications Area
Specify retention period in months and rows to be
deleted for tables to be purged in the My Notifications
area.
Defaults: 6 months (all records deleted) and 1000
rows respectively
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
173
Chapter 4 - Server Role Configuration and Administration
Framework Database Server Role Associations
Parameter
Description
Coaching Purge Area
Specify retention period in months and rows to be
deleted for tables to be purged in the Coaching Purge
area.
Defaults: 24 months (all records deleted) and 1000
rows respectively
Notification Rule Log Area
Specify retention period in months and rows to be deleted for
tables to be purged in the Notify Rule Log area.
Defaults: 1 months (all records deleted) and 5000 rows
respectively
Jobs
Parameter
Description
Kill Blockers Enabled
Enable this setting only under the direction of an
authorized support representative.
Default: Disabled
Framework Database Server Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
FrameworkWHDB
Optional
Enterprise
One-to-One
Data acquisition,
required for
solutions that
include the
Scorecards
application.
The Framework Data Warehouse is optional for the Framework Database role. If it does
not exist, no error message will be generated.
Framework Data Warehouse Server Role and
Associations
The Framework Data Warehouse server role is required for Enterprise solutions that
include the Scorecards application.
This server role can be installed on servers with the following platforms:

Consolidated

Data Center
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
174
Chapter 4 - Server Role Configuration and Administration

Database

Framework Database & Reporting

Data Warehouse
Framework Data Warehouse Server Role
See:

Framework Data Warehouse Server Role, page 175

Framework Data Warehouse Server Role Associations, page 176
Framework Data Warehouse Server Role
NOTE
If the database server role is used with remote SQL Servers (SQL Farms/
Clusters), do not configure the TempDB data storage parameter.
The customer owns the SQL server and its configuration, including
TempDB data storage parameter values.
SQL Server Details
Parameter
Description
SQL Server Name
The TCP/IP host name or IP address of the SQL Server
hosting the SQL Server database.
Default: No SQL Instance name.
Port
The TCP/IP static port from where the SQL Server
hosting the database is listening.
Default: 1433.
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
The total size in GB that is pre-allocated for the
database's data and index files
Transaction Log Storage
(GB)
The number refers to the GB that will be pre-allocated
for the database's transaction log.
Default: 5
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
175
Chapter 4 - Server Role Configuration and Administration
Framework Data Warehouse Server Role Associations
Parameter
Description
TempDB Data Storage
(GB)
The number refers to the GB that will be pre-allocated
for SQL Server's TEMPDB data files, up to a maximum
value of 64 GB.
Default: 2
TempDB Log Storage
The number refers to the GB that will be pre-allocated to
SQL Server's TEMPDB log file. Valid values are from 1GB
to 10GB.\
Default: 2
Purging Data
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Purging Enabled
Check box, Is the purging job enabled for this database?
Default: Not enabled.
Scorecards Fact Tables
In the Retention (Month) box, type the retention
period (in months), and in the Rows to delete box, the
number of rows that are to be deleted (in batches) per
job.
Defaults:
Retention (Months) = 24
Rows to delete = 100000
Framework Data Warehouse Server Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
FrameworkDB
Mandatory
Enterprise
One-to-One
The
FrameworkWHDB
database requires
the FrameworkDB
database association
in order to function.
The Framework Data Warehouse role cannot be installed without the existence of the
Framework Database role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
176
Chapter 4 - Server Role Configuration and Administration
Reporting Services Server Role and Associations
Reporting Services Server Role and Associations
The Reporting Services server role is required for Framework applications’ reporting.
This service server role is used with the MS SSRS service, which is used to install and
configure reports. Before configuring the Reporting Services server role, ensure that the
MS SSRS service is properly installed and configured.
After the server role is configured, the reports are deployed. If reports fail to deploy, the
this will trigger an alarm in the Enterprise Manager system.
This service role can be installed on servers with the following platforms:


Consolidated
Platforms that include the Framework Applications, Framework Database, and
Framework Database Warehouse server roles.
See:

Reporting Services Server Role, page 177

Reporting Services Server Role Associations, page 178
Reporting Services Server Role
SSRS Server Details
Parameter
Description
Port
Non-SSL port of the MS SSRS service.
Default: 29283
SSL Port
SSL port of the MS SSRS service.
Default: 29284
Report Server Virtual
Directory
Name of the Report Server Web Service Virtual
Directory that was configured using the Reporting
Services Configuration Manager during the pre-requisite
setup of SQL Server Reporting Services.
Default: ReportServer
Report Manager Virtual
Directory
Name of the Report Manager Virtual Directory that was
configured using the Reporting Services Configuration
Manager during the pre-requisite setup of SQL Server
Reporting Services.
Default: Reports
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
177
Chapter 4 - Server Role Configuration and Administration
Reporting Services Server Role Associations
Reporting Services Server Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
Framework
Database
Mandatory
Enterprise
One-to-One
Automatic association.
Framework
Data
Warehouse
DB
Mandatory
Enterprise
One-to-One
Automatic association.
Framework
Applications
Mandatory
Enterprise
One-to-One
Automatic Association
Exeternal
Forecaster
DB
If it exits
Enterprise
One-to-One
Automatic Association
Search and Replay Role and Associations
The Search and Replay server role is only available when a Trading license has been
applied to the system. This role must be activated to log on to the Search and Replay
application.
The Search and Replay application enables users to search for and review recorded
content from trading systems.
This role is used with these platforms:

Consolidated

Recorder
This section also describes the roles associated with the Content Server role. See:

Search and Replay Role Settings, page 178

Search and Replay Role Associations, page 180
Search and Replay Role Settings
Parameter
Description
Search Configuration
Trading Calls Limit
Enter the maximum number of recordings that can be
returned for each search for Trading Calls Replay.
Default: 1000
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
178
Chapter 4 - Server Role Configuration and Administration
Search and Replay Role Settings
Parameter
Description
Telephone Calls Limit
Enter the maximum number of recordings returned for
each search in Trading Replay.
Default: 200
Save filter Settings
Select this option to save the user’s last entry in the
search filter pane and autofill the search filter pane with
this entry.
Default: Not selected.
Maximum No. of Calls in a
Page
Enter the maximum number of records that can appear
on a single page of search results.
Default: 20
Turret Replay
Maximum Age (in hours)
of Calls Returned in
Searches
Specify the maximum age in hours of call recordings
that are returned in Turret Replay searches.
The maximum value is 72.
Default: 24
Maximum No. of Calls
Returned in Searches
Specify the maximum number of call recordings that are
returned in a Turret Replay search.
The maximum value is 100.
Default: 20
Maximum Length of PIN
for Users
Specify the maximum character length of the PIN that
Turret users use to log in to Turret Replay.
The maximum value is 9.
Default: 4
Windows Authentication
Enable (Requires Service
restart)
Select to enable Windows Authentication (Single Sign
On). Enabling this option requires the Recorder Tomcat
Service to be restarted.
Default: Not selected.
Other Configurations
Use SSL
Select to enable SSL.
Default: Not selected.
Use previous version
database views
Select to enable the use of previous version database
views. Change to 771 for 7.7.1 non-trading views.
Default: Field empty.
Subject for Email Links
Enter the default subject for email links.
Default: Link to Call
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
179
Chapter 4 - Server Role Configuration and Administration
Search and Replay Role Associations
Search and Replay Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
Archive
Database
Service
M
Enterprise
One-to-all
Automatic
Association.
Content
Server
M
Enterprise
One-to-all
Automatic
Association.
Framework
Applications
M
Enterprise
One-to-all
Automatic
Association.
Recorder
Integration
Service
M
Enterprise
One-to-all
Automatic
Association.
Framework Integration Service Server Role and
Associations
The Framework Integration Service server role is required for Workforce Optimization
(or Enterprise Suite) solutions that include Framework applications such as Workforce
Management, Forecasting and Scheduling, Scorecards and eLearning.
Once installed and activated, the Framework Integration Service is used to configure
and run a variety of adapters, whose features are described in individual adapter guides.
This service role can be installed on servers with the following platforms:

Consolidated

Data Center

Database

Framework Database & Reporting

Framework Database

Framework Integration Service
Upon completion of the Enterprise Suite configuration, start the Integration Service.
See:

Framework Integration Service Server Role, page 180

Framework Integration Service Server Role Associations, page 181
Framework Integration Service Server Role
There are no parameters associated with this server role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
180
Chapter 4 - Server Role Configuration and Administration
Framework Integration Service Server Role Associations
Framework Integration Service Server Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
Framework
Applications
Mandatory
Enterprise
One-to-One
Automatic association.
Interaction Flow Manager Server Role and Associations
The Interaction Flow Manager includes QM post processing services such as call
distribution and Inbox selection.
The Interaction Flow Manager server role is installed on the following platforms:

Consolidated

Data Center

Database

Recording & QM Database

Contact & QM Database
This section describes the parameters as well as the roles associated with the
Interaction Flow Manager server role.
See:

Interaction Flow Manager Server Role and Associations, page 181

Archive Database Server Role and Associations, page 205
Interaction Flow Manager Server Role
Calendar
Parameter
Description
Number of Working
Days in a Week
Set the number of working days of the week.
Default Value: 5
Options:
Any number between 1 and 7
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
181
Chapter 4 - Server Role Configuration and Administration
Interaction Flow Manager Server Role
Advanced Inbox Parameters
Parameter
Description
Maximum Thread
Number
The number of worker threads that perform Inbox
lotteries.
Default Value: 1
Options:
Any value between 1 and 10
Thread Interval
(milliseconds)
The delay between the individual lottery actions, in
order to reduce database load.
Default Value: 100
Options:
Any value between 10 and 10000
Contact Time Interval
(minutes)
The time interval between when a contact is initiated
and when the lottery actions are executed. Relevant for
Contact Gathering.
Default Value: 180
Options:
Any value between 1 and 3600
Lotteries Time Interval
(minutes)
The time interval between the Inbox lottery initiation
processes.
Default Value: 60
Options:
Any value between 10 and 1440 (24 hours)
Maximum Number of
Inbox Rules
The maximum number of rules allowed per Inbox.
Default Value: 5
Options:
Any value between 1 and 50
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
182
Chapter 4 - Server Role Configuration and Administration
Interaction Flow Manager Server Role’s Associations
Interaction Flow Manager Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional
(O) or If
Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
QM
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Interaction
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association.
Contact
OLTP
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Framework
Application
Mandatory
Enterprise
One-to-one
Automatic
Association.
Interaction
Data
Warehouse
Mandatory
Enterprise
One-to-one
Automatic
Association.
Framework
Application
Mandatory
Enterprise
One-to-one
Automatic
Association.
Interaction Applications Server Role and Associations
The Interaction Applications includes the QM and Speech Analytics management
applications such as Custom Data manager. It also includes applications that are hosted
on the IIS such as QM and Speech Analytics.
The role also includes an instance of the Unified User Manager data repository (a replica
of the instance on the QM Database server role).
The Interaction Application server role is installed on the following platforms:

Consolidated

Data Center

Application
This section describes the parameters as well as the roles associated with the
Interaction Application server role.
See:

Interaction Applications Server Role, page 184

Interaction Applications Server Role’s Associations, page 186
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
183
Chapter 4 - Server Role Configuration and Administration
Interaction Applications Server Role
Interaction Applications Server Role
Real-Time Settings
Parameter
Description
Real-Time Playback
Start Port
Type the start number for the port range for real-time
playback.
Default Value: 8500
Real-Time Playback End
Port
Type the end number for the port range for real-time
playback.
Default Value: 8503
Playback Contact Gathering
NOTE
This section is relevant only when the Enterprise Cradle to Grave check
box is selected under the License Management tab.
Parameter
Description
Unique Contact ID
Select a unique contact ID to define the parameter to
gather the contact segments.
Verify that the value selected is the same as the value
selected in the Contact Database server role for the
Enterprise Gathering Mode parameter. (For details
about this parameter, see the section Advanced
Contact Gathering under Contact Database Server
Role, page 197).
Default Value: Contact ID
Options:




ANI
Contact ID
Custom Data
Switch Call ID
When selecting Custom Data, configure the Gathering
Mode parameter in the Custom Data Manager
application. For details, see the Interactions and
Analytics Administration Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
184
Chapter 4 - Server Role Configuration and Administration
Interaction Applications Server Role
Parameter
Description
Key Cycle
Represents the time range relative to a segment’s start
time, from which the system searches for segments
related to the same contact. For example, when
accessing a specific segment in the Interactions
application whose start time is 12:00, and the Key cycle
(minutes) value is 30, the system searches for the
related contact’s segments that were recorded between
11:30 and 12:30.
Options:


Min value:30
Max value: 480
This parameter appears whenever the Unique Contact
ID value is NOT Contact ID.
Application Configuration Settings
Parameter
Description
Maximum Number of
Search Rows per Page
Type the maximum number of search rows to return per
page.
Default Value: 50
Default Time Range for
Contact Searches
(days)
Type the default time range, in days, for contact
searches.
Default Time Range for
Evaluations/
Assessment Searches
Type the default time range, in days, for evaluation or
assessment searches.
Maximum Item Age in
Workflow Folders
The maximum age for objects in the flagged workflow
folders and Shared Inboxes.
Default Value: 7
Default Value: 30
Default Value: 30
The maximum value you can enter is 180.
Security Settings
Parameter
Description
Enforce Org Scope
Visibility (Multitenancy)
Select to configure SaaS for the Interactions application.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
185
Chapter 4 - Server Role Configuration and Administration
Interaction Applications Server Role’s Associations
Interaction Applications Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional
(O) or If
Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
QM
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Speech
Transcriptio
n Service
If Exists
Enterprise
One-to-all
Automatic
Association.
Telephony
Playback
Service
If Exists
Enterprise
One-to-all
Automatic
Association.
Interaction
Data
Warehouse
Mandatory
Enterprise
One-to-one
Automatic
Association.
Contact
OLTP
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Interaction
Flow
Manager
Mandatory
Enterprise
One-to-one
Automatic
Association.
Content
Server
Mandatory
Enterprise
One-to-all
Automatic
Association.
Archive
Database
If Exists
Enterprise
One-to-one
Automatic
Association.
Speech
Application
Service
If Exists
Enterprise
One-to-all
Automatic
Association.
Recorder
Integration
Service
If Exists
Enterprise
One-to-one
Automatic
Association.
Integration
Service
Mandatory
Enterprise
One-to-one
Automatic
Association.
Framework
Application
Mandatory
Enterprise
One-to-one
Automatic
Association.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
186
Chapter 4 - Server Role Configuration and Administration
Interaction Data Warehouse Server Role and Associations
Interaction Data Warehouse Server Role and
Associations
The Interaction Data Warehouse is used to store Recording, QM and Speech data for
reporting purposes.
The Interaction Data Warehouse server role is installed on the following platforms:

Consolidated

Data Center

Database

Framework Database & Reporting

Data Warehouse
This section describes the parameters as well as the roles associated with the
Interaction data warehouse server role.
See:

Interaction Data Warehouse Server Role, page 187

Interaction Data Warehouse Server Role’s Associations, page 191
Interaction Data Warehouse Server Role
NOTE
If the database server role is used with remote SQL Servers (SQL Farms/
Clusters), do not configure the TempDB data storage parameter.
The customer owns the SQL server and its configuration, including
TempDB data storage parameter values.
SQL Server Details
Parameter
Description
SQL Server Host
Address
Type the SQL server host address of the Framework
Data Warehouse Database server. The instance name is
not required.
Default Value: Value provided during the installation
process.
SQL Server Port
Type the SQL server port number of the Interaction
Data Warehouse Database server.
Default Value: 1433
Options:
Any number between 0 and 65535
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
187
Chapter 4 - Server Role Configuration and Administration
Interaction Data Warehouse Server Role
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
Set the total size that will be allocated to the database’s
data and index files.
Default Value: 3
Options:
Minimum value of 0.001
Transaction Log Storage
(GB)
Set the size that will be pre-allocated to the database’s
transaction log.
Default Value: 2
Options:
Any number between 1 and 128
Tempdb Data Storage
(GB)
Set the size that will be pre-allocated to the Tempdb
data files, up to a maximum value of 64 GB.
Default Value: 4
Options:
Any number between 1 and 64
Tempdb Log Storage
(GB)
Set the size that will be pre-allocated to the Tempdb log
file. Valid values: from 1GB to 10GB.
Default Value: 2
Options:
Any number between 1 and 10
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
188
Chapter 4 - Server Role Configuration and Administration
Interaction Data Warehouse Server Role
Retention
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Contact Segments
Retention Period (days)
Set the number of days the database retains the
contact segments.
Default Value: Clear
Options:
Any number between 1 and 50000
Evaluations Retention
Period (days)
Set the number of days the database retains the
evaluations.
Default Value: Clear
Options:
Any number between 1 and 50000
Unevaluated Contacts
Retention Period (days)
Set the number of days the database retains the
unevaluated contacts.
Default Value: 30
Options:
Any number between 1 and 50000
Contact Segments
Retention Quantity
(millions)
Set the number of contact segments the database
retains.
Default Value: Clear
Options:
Any number between 0.000001 and 2000
Evaluations Retention
Quantity (millions)
Set the number of evaluations the database retains.
Default Value: Clear
Options:
Any number between 0.000001 and 50
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
189
Chapter 4 - Server Role Configuration and Administration
Interaction Data Warehouse Server Role
Data Warehouse ETL
Parameter
Description
Data Warehouse ETL
Frequency (minutes)
Set the ETL recurrence interval in minutes from Contact
Database and QM database to the Interaction Data
Warehouse.
Default Value: 20
Options:
Any number between 1 and 10080
Chunk Size (minutes)
Set the number of minutes of data retrieved per
iteration.
Default Value: 5
Options:
Any number between 0 and 999
Real-Time Buffer
(minutes)
Set a minimum length in minutes that a record must
exist to be included in an ETL iteration.
Default Value:240
Options:
Any number between 0 and 999
Delay Between Chunk
Intervals (seconds)
Set an interval in seconds between successive calls to
the same operation.
Default Value: 5
Options:
Any number between 0 and 999
Data Warehouse Aggregation
Parameter
Description
Frequency for Building
Aggregations (hours)
Set the recurrence interval in hours for aggregation.
Default Value: 6
Options:
Any number between 1 and 12
Chunk Size (hours)
Set the number of hours of data retrieved per iteration.
Default Value:6
Options:
Any number between 1 and 12
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
190
Chapter 4 - Server Role Configuration and Administration
Interaction Data Warehouse Server Role’s Associations
Parameter
Description
Real-Time Buffer
(hours)
Set a minimum length in hours that a record must exist
to be included in an aggregation.
Default Value:12
Options:
Any number between 12 and 999
Delay Between Chunk
intervals (seconds)
Set a minimum length in seconds that a record must
exist to be included in an aggregation.
Default Value:2
Options:
Any number between 0 and 2
Data Access Layer
Parameter
Description
Default Timeout
(seconds)
Set the interval in seconds after which query processing
times out.
Default Value: 30
Interaction Data Warehouse Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Archive
Database
Mandatory
Enterprise
One-to-one
Automatic
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Framework
Database
Mandatory
Enterprise
One-to-one
Automatic
Association
QM Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Association
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
191
Chapter 4 - Server Role Configuration and Administration
Web Services Server Role and Associations
Web Services Server Role and Associations
Enable this role to use the Real Time Notifications feature on Trading systems.
See:

Web Services Server Role, page 192

Web Services Server Role’s Associations, page 192
Web Services Server Role
General
Parameter
Description
HTTP Port
The port on which to listen for HTTP requests.
Default: 29542
HTTPS Port
The port on which to listen for HTTP requests.
Default: 29543
Web Services Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Framework
Applications
Mandatory
Enterprise
One-to-many
Automatic
Association.
Contact OLTP Database Server Role and Associations
The Contact OLTP database is used to upload (often mentioned as mark or consolidate)
recorded contacts metadata to the Data Center (DC) zone.
Near real-time queries that display contacts recorded in the last half an hour are
executed on the Contact OLTP database.
Contacts retention vary between the different scales in the Contact OLTP database.
The Contact OLTP Database is built in an optimized manner to support one by one
inserts and updates of segments.
The Contact OLTP Database server role is installed on the following platforms:

Consolidated

Data Center
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
192
Chapter 4 - Server Role Configuration and Administration

Database

Recording & QM Database

Contact OLTP & Archive Database
Contact OLTP Database Server Role
This section describes the parameters as well as the roles associated with the Contact
OLTP database server role.
See:

Contact OLTP Database Server Role, page 193

Contact OLTP Database Server Role’s Associations, page 195
Contact OLTP Database Server Role
NOTE
If the database server role is used with remote SQL Servers (SQL Farms/
Clusters), do not configure the TempDB data storage parameter.
The customer owns the SQL server and its configuration, including
TempDB data storage parameter values.
SQL Server Details
Parameter
Description
SQL Server Host
Address
Type the SQL server host address of the Contact OLTP
Database server. The instance name is not required.
Default Value: Value provided during the installation
process.
SQL Server Port
Type the SQL server port number of the Contact OLTP
Database server.
Default Value: 1433
Options:
Any number between 0 and 65535
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
193
Chapter 4 - Server Role Configuration and Administration
Contact OLTP Database Server Role
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
Set the total size that will be allocated to the database’s
data and index files.
Default Value: 3
Options:
Minimum value of 0.001
Transaction Log Storage
(GB)
Set the size that will be pre-allocated to the database’s
transaction log.
Default Value: 2
Options:
Any number between 1 and 128
Tempdb Data Storage
(GB)
Set the size that will be pre-allocated to the Tempdb
data files, up to a maximum value of 64 GB.
Default Value: 4
Options:
Any number between 1 and 64
Tempdb Log Storage
(GB)
Set the size that will be pre-allocated to the Tempdb log
file. Valid values: from 1GB to 10GB.
Default Value: 2
Options:
Any number between 1 and 10
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
194
Chapter 4 - Server Role Configuration and Administration
Contact OLTP Database Server Role’s Associations
Retention
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Contact Segments
Retention Period (days)
Set the number of days the database retains the contact
segments.
Default Value: 30
Options:
Any number between 1 and 50000
Contact Segments
Retention Quantity
(millions)
Set the number of contact segments the database
retains.
Default Value: Clear
Options:
Any number between 0.000001 and 2000
Data Access Layer
Parameter
Description
Default Timeout
(seconds)
Set the interval in seconds after which query processing
times out.
Default Value: 30
Contact OLTP Database Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
QM Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
195
Chapter 4 - Server Role Configuration and Administration
Contact Database Server Role and Associations
Contact Database Server Role and Associations
The Contact database includes long term contact metadata where contacts are inserted
and updated in bulk operations.
NOTE
The Contact Database server role is not used in environments where
Avaya Contact Recorder (ACR) servers are deployed.
The Contact database is populated as follows:


Contacts are migrated during an upgrade process.
Contacts are transferred by the Extract, Transform and Load job (ETL) from the
Contact OLTP database.
The Contact data can be updated as follows:

By the system’s post record flow (archive).

With Auto generated application data (speech).


By user operations such as evaluations, remarks and using the Desktop Activity
Manager (DAM).
From external sources such as third party integration (post update of segment
custom data).
The Contact database is built in an optimized manner to support searches.
This database is only required for QM, Analytics and Recording applications.
The Contact Database server role is installed on the following platforms:

Consolidated

Data Center

Database

Recording & QM Database

Contact & QM Database
This section describes the parameters as well as the roles associated with the Contact
database server role.
See:

Contact Database Server Role, page 197

Contact Database Server Role’s Associations, page 200.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
196
Chapter 4 - Server Role Configuration and Administration
Contact Database Server Role
Contact Database Server Role
NOTE
If the database server role is used with remote SQL Servers (SQL Farms/
Clusters), do not configure the TempDB data storage parameter.
The customer owns the SQL server and its configuration, including
TempDB data storage parameter values.
SQL Server Details
Parameter
Description
SQL Server Host
Address
Type the SQL server host address of the Contact
Database server. The instance name is not required.
Default Value: Value provided during the installation
process.
SQL Server Port
Type the SQL server port number of the Contact
Database server.
Default Value:1433
Options:
Any number between 0 and 65535
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
Set the total size that will be allocated to the database’s
data and index files.
Default Value: 30
Options:
Minimum value of 0.001
Transaction Log Storage
(GB)
Set the size that will be pre-allocated to the database’s
transaction log.
Default Value: 2
Options:
Any number between 1 and 128
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
197
Chapter 4 - Server Role Configuration and Administration
Contact Database Server Role
Parameter
Description
Tempdb Data Storage
(GB)
Set the size that will be pre-allocated to the Tempdb
data files, up to a maximum value of 64 GB.
Default Value: 4
Options:
Any number between 1 and 64
Tempdb Log Storage
(GB)
Set the size that will be pre-allocated to the Tempdb log
file. Valid values: from 1GB to 10GB.
Default Value: 2
Options:
Any number between 1 and 10
Retention
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Contact Segments
Retention Period (days)
Set the number of days the database retains the contact
segments.
Default Value: Clear
Options:
Any number between 1 and 50000
Contact Segments
Retention Quantity
(millions)
Set the number of contact segments the database
retains.
Default Value: Clear
Options:
Any number between 0.000001 and 2000
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
198
Chapter 4 - Server Role Configuration and Administration
Contact Database Server Role
Advanced Contact Gathering
NOTE
This section appears only when the Enterprise Cradle to Grave check
box is selected under the License Management tab.
Parameter
Description
Enterprise Gathering
Mode
Select the gathering value to be used when creating a
contact.
Verify that the value selected is the same as the value
selected in the Interaction Applications server role for
the Unique Contact ID parameter (see details about
this parameter under the Playback Contact
Gathering section in Interaction Applications Server
Role, page 184)
Default Value: Contact ID
Options:




ANI
Custom Data
Switch Call ID
Contact ID
When selecting Custom Data, configure the Gathering
Mode parameter in the Custom Data Manager
application. For details, see Interactions and Analytics
Administration Guide.
Maximum Contact
Length
Set the maximum length in minutes for calls per
contact.
Default Value: 60
Options:
Any number between 60 and 1440
Delay Buffer
Set an interval in minutes to ensure that all sessions are
gathered.
Default Value: 60
Options:
Any number between 60 and 1440
Cradle-to-Grave Start
time
Set an activation date for Cradle-to-Grave contact
gathering.
Default Value: 1900-01-01T00:00:00.000Z
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
199
Chapter 4 - Server Role Configuration and Administration
Contact Database Server Role’s Associations
Data Access layer
Parameter
Description
Default Timeout
(seconds)
Set the interval in seconds after which query processing
times out.
Default Value: 30
Contact Database Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Archive
Database
If Exists
Enterprise
One-to-one
Automatic
Association.
Contact OLTP
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Framework
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association.
QM Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
QM Database Server Role and Associations
The QM database is used to store Speech Analytics and QM application data such as
evaluations, flags and contacts selected for the user's Inbox.
The QM database is also synchronized with the Unified User Manager data repository. In
addition to the synchronized data, it maintains data for managing user rights related to
QM and Speech Analytics entities. This repository is used by the QM and Speech
Analytics applications.
This database is only required for QM, Analytics and Recording applications.
The QM Database server role is installed on the following platforms:

Consolidated

Data Center

Database

Recording & QM Database

Contact & QM Database
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
200
Chapter 4 - Server Role Configuration and Administration
QM Database Server Role
This section describes the parameters as well as the roles associated with the QM
database server role.
See:

QM Database Server Role, page 201

QM Database Server Role’s Associations, page 204
QM Database Server Role
NOTE
If the database server role is used with remote SQL Servers (SQL Farms/
Clusters), do not configure the TempDB data storage parameter.
The customer owns the SQL server and its configuration, including
TempDB data storage parameter values.
SQL Server Details
Parameter
Description
SQL Server Host
Address
Type the SQL server host address of the QM Database
server. The instance name is not required.
Default Value: Value provided during the installation
process.
SQL Server Port
Type the SQL server port number of the QM Database
server.
Default Value: 1433
Options:
Any number between 0 and 65535
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
201
Chapter 4 - Server Role Configuration and Administration
QM Database Server Role
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
Set the total size that will be allocated to the database’s
data and index files.
Default Value: 3
Options:
Minimum value of 0.001
Transaction Log Storage
(GB)
Set the size that will be pre-allocated to the database’s
transaction log.
Default Value: 2
Options:
Any number between 1 and 128
Tempdb Data Storage
(GB)
Set the size that will be pre-allocated to the Tempdb
data files, up to a maximum value of 64 GB.
Default Value: 4
Options:
Any number between 1 and 64
Tempdb Log Storage
(GB)
Set the size that will be pre-allocated to the Tempdb log
file. Valid values: from 1GB to 10GB.
Default Value: 2
Options:
Any number between 1 and 10
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
202
Chapter 4 - Server Role Configuration and Administration
QM Database Server Role
Retention
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Evaluations Retention
Period (days)
Set the number of days the database retains the
evaluations.
Default Value: Clear
Options:
Any number between 1 and 50000
Unevaluated Contacts
Retention Period (days)
Set the number of days the database retains the
unevaluated contacts.
Default Value: 30
Options:
Any number between 1 and 50000
Evaluations Retention
Quantity (millions)
Set the number of evaluations the database retains.
Default Value: Clear
Options:
Any number between 0.000001 and 50
Priority Purger Caption Text
Parameter
Description
Priority 2 Caption
Set the text to display for Priority 2 in the Status 2
drop-down list of evaluation and assessment forms. For
example, a campaign name. Priority 2 indicates a
medium priority contact to retain.
Priority 3 Caption
Set the text to display for Priority 3 in the Status 2
drop-down list of evaluation and assessment forms. For
example, a campaign name. Priority 3 indicates a high
priority contact to retain.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
203
Chapter 4 - Server Role Configuration and Administration
QM Database Server Role’s Associations
Application Synchronization ETL
Parameter
Description
ETL Frequency
(minutes)
Set the ETL recurrence interval in minutes from the
Contact Database to the Application Database.
Default Value: 15
Options:
Any number between 1 and 59
Chunk Size
Set the number of records of data retrieved per
iteration.
Default Value: 1000
Options:
Any number between 1 and 100000
Backward
Synchronization (days)
Set the maximum number days in the past included in a
database search.
Default Value:1
Options:
Any number between 1 and 30
Data Access Layer
Parameter
Description
Default Timeout
(seconds)
Set the interval in seconds after which query processing
times out.
Default Value: 30
QM Database Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Contact OLTP
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association.
Framework
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
204
Chapter 4 - Server Role Configuration and Administration
Archive Database Server Role and Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Speech
Transcription
Service
If Exists
Enterprise
One-to-all
Automatic
Association.
Interaction
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association.
Interaction
Flow Manager
Mandatory
Enterprise
One-to-one
Automatic
Association.
Speech
Application
Service
If Exists
Enterprise
One-to-all
Automatic
Association.
Archive Database Server Role and Associations
This role defines the configuration for the Archive database.
This role can be enabled in the following Data Center platforms:

Consolidated

Data Center

Database

Recording and QM Database

Contact OLTP & Archive Database
After making any changes to this role, you must restart the Interaction Applications
Services.
This section also describes the roles associated with the Archive Database server role.
See:

Archive Database Role Settings, page 206

Archive Database Role Associations, page 207
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
205
Chapter 4 - Server Role Configuration and Administration
Archive Database Role Settings
Archive Database Role Settings
NOTE
If the database server role is used with remote SQL Servers (SQL Farms/
Clusters), do not configure the TempDB data storage parameter.
The customer owns the SQL server and its configuration, including
TempDB data storage parameter values.
SQL Server Details
Parameter
Description
SQL Server Host Name
The name of the SQL Server on which the Archive
Database is stored, which comprises host name and
port.
Only those with system administrative privileges (for
example Firstuser) can change this setting.
Default: (local)
SQL Server Port
The port number of the SQL Server on which the Archive
Database is stored.
Default: 1433
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation
The total space allocated to the database’s data and
index files.
Transaction Log Storage
(GB)
The space pre-allocated to the database’s transaction
log.
Tempdb Data Storage (GB)
The space pre-allocated to the database’s Tempdb data
files, up to a maximum value of 64 GB.
Tempdb Log Storage (GB)
The space pre-allocated to the Tempdb log file.
Valid values: from 1GB to 10GB.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
206
Chapter 4 - Server Role Configuration and Administration
Archive Database Role Associations
Retention
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Archive Database
retention period
(days)
How long Archive database records are to be kept before they are
deleted (purged) automatically. If this field is checked, you must
type in the number of days. Database records older than this
value will be deleted from the Archive database. If unchecked,
the database records will not be deleted.
Default: Not enabled (unchecked)
Note: In the Recorder Manager application, you can configure a
Days Kept on Archive setting. This setting specifies the
maximum number of days a recording is left on an archive media.
The Days Kept on Archive setting overrides the value specified
for this setting. If the Days Kept on Archive setting specifies a
greater number of days than this setting, database records are
kept for the number of days specified by the Days Kept on
Archive setting.
Archive Resiliency
Parameter
Description
Delay From Real Time
(days)
The number of days back from the current date (now) to
start re-Archiving calls. See below.
Window Duration (days)
The time window scanned by the failsafe job starts at
the delay period specified above and goes back the
number of days specified by the Window Duration. For
example, if the delay is 5 days and the window is 7
days, then the re-archiving of calls would cover 12 days
ago to 5 days ago.
Archive Database Role Associations
The role has an association to the Central Contact role.
Archive Database Service (eWare-based Only) Server
Role and Associations
This role configures both the Archive Database and the ports for the standalone (nonIIS) Archive web service.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
207
Chapter 4 - Server Role Configuration and Administration
Archive Database Service Server Role Settings
You configure the Archive Database Service role on the Enterprise Manager server with
the SQL connectivity details and web service listening port numbers. The Archive
Database Service uses SQL authentication to access the Archive Database.
Note that in eWare environments there may be multiple eWare databases, hence
multiple Archive databases and multiple instances of the Archive Database server role.
See:

Archive Database Service Server Role Settings, page 208

Archive Database Service Server Role Associations, page 208
Archive Database Service Server Role Settings
Parameter
Description
SQL Server Details
Server Name
The name of the SQL Server on which the Archive Database
is stored, which comprises host name and port.
Only those with wsuperuser privileges can change this
setting.
Default: (local)
Port
The port number of the SQL Server on which the Archive
Database is stored.
Default: 1433
Username
A valid SQL user name to access the Archive Database.
Typically, this parameter should be left blank.
Default: none
Password
The SQL password to access the Archive Database.
Typically, this parameter should be left blank.
Default: none
Archive Database Web Service Details
HTTP Port
The port on which the Archive web service listens for
requests from other components.
Default: 80
HTTPS Port
The secure port on which the Archive web service listens for
requests from other components.
Default: 443
Archive Database Service Server Role Associations
The Archive Database Access Role has no role associations, though other roles may be
associated with it.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
208
Chapter 4 - Server Role Configuration and Administration
Biometrics Database server role and associations
Biometrics Database server role and associations
This server role is used in any Workforce Optimization (or Enterprise Suite) deployments
that have purchased the Voice Biometrics product. The role’s settings define the
configuration for the Biometrics Database.
This server role is available in the following platforms:

Consolidated (voice biometrics should not be used in a consolidated deployment)

Data Center

Database
Biometrics Database role settings
The following settings are required for the Biometrics Database.
SQL Server Details
Property name
Instructions
Values
SQL Server Host Address
Provide the hostname for
the server. Instance name
is not required.
SQL Server Port
Provide the port number
used by the database
server.
Default: 1433
Property name
Instructions
Values
Database Storage
Allocation (GB)
Provide the disk space in
gigabytes allocated on the
server for all data and
index files.
Default: 1
Provide the disk space in
gigabytes allocated on the
server for the database’s
transaction log.
Default: 1
Provide the disk space in
gigabytes allocated on the
server for the Tempdb.
Default: 4
Provide the disk space in
gigabytes allocated on the
server for the Tempdb log
file.
Default: 2
Minimum: 0
Maximum: 65535
Database Sizing
Transaction Log Storage
(GB)
Tempdb Data Storage (GB)
Tempdb Log Storage (GB)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
Minimum:.001
Maximum: 9999999999
Minimum: 1
Maximum: 128
Minimum: 1
Maximum: 64
Minimum: 1
Maximum: 10
209
Chapter 4 - Server Role Configuration and Administration
Biometrics Database role associations
Data Access Layer
Property name
Instructions
Default value
Default Timeout (seconds)
Provide the interval in
seconds after which query
processing times out.
Default: 30
Minimum: 1
Maximum: 99999999
Biometrics Database role associations
The Biometrics Database Role has no role associations.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
210
Chapter 4 - Server Role Configuration and Administration
Configuration Details: Site Zone Server Roles
Configuration Details: Site Zone Server Roles
The following server roles belong to platforms installed on servers in Site zones. These
server roles are required for content acquisition functionality (Recorder, Archive, and so
on).

Recorder Integration Service Server Role and Associations, page 212

IP Recorder Role and Associations, page 214

TDM Recorder Role and Associations, page 215

Screen Recorder Role and Associations, page 216

Content Server Role and Associations, page 217

IP Analyzer Role and Associations, page 220

Central Archive Roles and Associations, page 220

Real Time Speech Engine Server Role and Associations, page 221

Telephony Playback Service Server Role and Associations, page 222

Import Manager Server Role and Associations, page 227

Legacy Extraction Manager Server Role and Associations, page 228Customer
Feedback Integration Service Server Role and Associations, page 230

Customer Feedback Integration Service Server Role and Associations, page 230

Analytics Framework server role and associations, page 234

Recorder Ingestion Web Service server role and associations, page 238

Risk Assessment Engine server role and associations, page 240

Biometrics Engine server role and associations, page 241

Enrollment Engine server role and associations, page 243

RTP Proxy - Server Role Settings, page 246
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
211
Chapter 4 - Server Role Configuration and Administration
Recorder Integration Service Server Role and Associations
Recorder Integration Service Server Role and
Associations
The Recorder Integration Service is an interface between the recording system and
output from the switch and other data sources. The Integration Service processes
events from the server interfaces, detects state or data changes, and passes them along
to other subsystems. It can capture CTI event streams to file for later playback and
viewing, and holds agent state, device state, call state, and data associated with all
known devices and calls. To allow an IP Recorder, TDM Recorder, or a Screen Recorder to
be controlled by the Integration Service, associate it with the Integration Service role.
This role is used with these platforms:

Consolidated

Recorder
This section also describes the roles associated with the Recorder Integration Service
server role. The Integration Service role must be associated with at least one of the IP
Recorder, TDM Recorder, or Screen Recorder roles. See:

Recorder Integration Service Role Settings, page 213

Recorder Integration Service Role Associations, page 214
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
212
Chapter 4 - Server Role Configuration and Administration
Recorder Integration Service Role Settings
Recorder Integration Service Role Settings
General Settings
Parameter
Description
Delete/Block
Behavior
This setting controls how the Recorder Integration Service
deletes recordings when they are blocked by the Delete-onDemand feature (on a phone), a recording rule, AIM, or a
block command from a Recorder Integration Service API
integration.
Default: Delete entire contact completely.
Options:




Process Business
Rule on
Delete entire contact completely. All past, present
and future sessions and recordings in a contact are
deleted.
Delete active sessions completely. All current
sessions are deleted. Past sessions and recordings are
not deleted.
Delete all future recordings in a contact. Sessions
and recordings after the trigger point will be deleted.
Any recordings and sessions up to that point will be
kept.
Delete all future recordings in currently active
sessions. Recordings of all currently active sessions
will be deleted after the trigger point. Any recordings up
to that point will be kept.
If a block is triggered, and a new session then starts
within the contact, the audio and screen recording
content for that session are masked. (In this scenario,
metadata about the session is available but the audio
and video content is not.)
The audio and video content for the new session is
masked as long as the block remains active.
This setting allows you to set the broad scope within which
the system applies business rules (in addition to the
parameters within the business rules themselves).
Default: Contact, then apply to every session.
Options:


Contact, then apply action to every session.
Evaluates business rules on the contact level (and will
only fire once per contact) and the action will affect all
sessions in that contact.
Session, then apply action to that session only.
Evaluates business rules on the session level and the
action will only affect that session.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
213
Chapter 4 - Server Role Configuration and Administration
Recorder Integration Service Role Associations
Parameter
Description
Enable Return to
Primary After
Recovery
If you are using redundant Integration Service servers,
enabling this option ensures that if the load on the primary
and secondary servers is otherwise equal, the system will
direct traffic toward the primary server.
Default: Enabled
Recorder Integration Service Role Associations
NOTE
Though the following associations are not enforced, you need to associate
at least one recorder to the Integration Service in order for it to be
functional.
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association Required
or used?
TDM
Recorder
O
Enterprise
One-to-many
The Integration Service
controls recording for
this role.
IP Recorder
O
Enterprise
One-to-many
The Integration Service
controls recording for
this role.
Screen
Recorder
O
Enterprise
One-to-many
The Integration Service
controls recording for
this role.
IP Recorder Role and Associations
Enable this role to record IP calls from IP data sources, such as switches and IP
gateways, via the Recorder. The system supports two types of IP recording: Gateway
and Extension-Side.
NOTE
The IP Recorder server role is not used in environments where Avaya
Contact Recorder (ACR) servers are deployed.
This role is used with these platforms:

Consolidated

Recorder
Before you configure this server role, you must configure its recording channels. See
Configure Recording Channels, page 159.
After making any changes to this role, you must restart the recorder component
services.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
214
Chapter 4 - Server Role Configuration and Administration
IP Recorder Role Settings
This section also describes the roles associated with the IP Recorder server role. See:

IP Recorder Role Settings, page 215

TDM Recorder Role and Associations, page 215
IP Recorder Role Settings
General
Parameter
Description
Default Recording Mode
This setting applies to calls that are not among those
covered by member group extensions. The member
group extension recording mode will take a higher
priority over the default recording mode set here.
Default: Record
Options:


Record. Record all calls by default.
Do Not Record. Do not record any call not included
in the configured member group extensions.
IP Recorder Redundancy
Parameter
Description
Enable Return to Primary
After Recovery
If you are using redundant IP Recorder servers, enabling
this option ensures that if the load on the primary and
secondary servers is otherwise equal, the system will
direct traffic toward the primary server.
Default: Enabled
IP Recorder Associations
There are no associations for the IP Recorder role.
TDM Recorder Role and Associations
Enable this role to record TDM calls via the Recorder. This role is used with these
platforms:

Consolidated

Recorder
NOTE
The TDM Recorder server role is not used in environments where Avaya
Contact Recorder (ACR) servers are deployed.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
215
Chapter 4 - Server Role Configuration and Administration
TDM Recorder (ITS IP Recorder) Role Settings
Before you configure this server role, you must configure its recording channels. See
Configure Recording Channels, page 159.
After making any changes to this role, you must restart the recorder component
services.
This section also describes the roles associated with the TDM Recorder server role. See:

TDM Recorder (ITS IP Recorder) Role Settings, page 216

TDM Recorder (ITS IP Recorder) Associations, page 216
TDM Recorder (ITS IP Recorder) Role Settings
TDM Recorder Redundancy
Parameter
Description
Enable Return to Primary
After Recovery
If you are using redundant TDM Recorder servers,
enabling this option ensures that if the load on the
primary and secondary servers is otherwise equal, the
system will direct traffic toward the primary server.
Default: Enabled
TDM Recorder (ITS IP Recorder) Associations
There are no associations for the TDM Recorder role.
Screen Recorder Role and Associations
This role allows you to record activity on agent workstation screens.
This role is installed with these platforms:

Consolidated

Recorder
Before you configure this server role, you must configure its recording channels. See
Configure Recording Channels, page 159.
After making any changes to this role, you must restart the recorder component
services.
This section also describes the roles associated with the Screen Recorder server role.
See:

Screen Recorder Role Settings, page 216

Screen Recorder Role Associations, page 217
Screen Recorder Role Settings
There are no settings for the Screen Recorder role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
216
Chapter 4 - Server Role Configuration and Administration
Screen Recorder Role Associations
Screen Recorder Role Associations
There are no associations for the Screen Recorder role.
Content Server Role and Associations
The Content Server provides a Web Service to allow external applications to retrieve
recorded files from an Recorder, including files stored on Archive.
A Content Server role should enabled on any Recorder (TDM, IP, or Screen), CAM server,
or ATSM. The system creates an association between one of these and the Content
Server role automatically, and will warn you if you remove it.
This role is used with these platforms:

Consolidated

Recorder
This section also describes the roles associated with the Content Server role. See:

Content Server Role Settings, page 217

Content Server Role Associations, page 219
Content Server Role Settings
Parameter
Description
Interface Configuration
HTTP Port
The port on which to listen for HTTP requests.
Default: 29500
Internal Configuration
Session Cache Path
The Content Server uses this location to cache
intermediate files that it may create while serving
requests. These files are created whenever the Content
Server performs significant work on the original
recorded files before the data is in the correct form to
return to the requestor.
Default:
.\contentserver\SessionCache (this is below the folder
containing the Content Server executable file)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
217
Chapter 4 - Server Role Configuration and Administration
Content Server Role Settings
Parameter
Description
Timeout for Archive
Retrieval (seconds)
This is the length of time, in seconds, to wait for Archive
to respond to requests for file retrieval. If no response is
received within this time, the request is considered to
have failed. Used only when Archive is enabled on the
same server as the Content Server.
Default: 300 seconds (5 minutes)
Token Validation Configuration
Disable all token checking
Select this check box to prevent token checks. This
feature is used only for troubleshooting purposes.
Default: Disabled
Verify IP addresses
Select this check box to verify IP addresses in tokens.
This is not recommended for use where there may be
issues matching the token address to that of the lowlevel network connection (for example, where tokens
are created on servers for use by client browsers).
Default: Disabled
Allow legacy tokens
Select this check box if both of the following are true:


You have legacy (7.x) servers that need to obtain
recorded files from this server.
The Security Token PassPhrase setting on the
System Management > Enterprise > Security
screen specifies a value (that is, the setting is not
empty).
Explanation:
Legacy (7.x) servers send only security tokens
encrypted with DES in requests to obtain recorded files.
If the Security Token Passphrase setting specifies a
value, the Content Server accepts only tokens encrypted
with AES, unless this setting is selected.
If this setting is selected, the Content Server also
accepts the DES-encrypted tokens sent by the legacy
(7.x) servers.
Default: Disabled
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
218
Chapter 4 - Server Role Configuration and Administration
Content Server Role Associations
Content Server Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
External
Recorder
M
Enterprise
One-tomany
Allows the Content
Server to act as a
proxy for v11 Replay
from MediaStore or
OEM recorders.
Required only in v11,
optional in v11
(eWare-based).
Content
Server
M
Enterprise
One-to-all
Ensures that each
Content Server can
find files anywhere
else in the system
when necessary.
Audio
Processing
Manager
(ATSM)
M
Server
One-to-one
Allows the Content
Server to find files
when it is running on
an ATSM server.
APP
M
Enterprise
One-to-all
This is the main
application (Portal)
role, which enables
the Contact Server to
communicate with the
Archive Web Service
that provides access
to the Archive
database. This allows
it to look up files that
may have been
archived.
Archive
Database
Service
Required
Enterprise
One-to-all
This is the Archive
Database Service
role. It allows the
Content Server to
communicate with the
Archive Web Service
that provides access
to the Archive
database. This allows
it to look up files that
may have been
archived.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
219
Chapter 4 - Server Role Configuration and Administration
IP Analyzer Role and Associations
IP Analyzer Role and Associations
IP Analyzer spans IP traffic from an IP data source and distributes the traffic to
designated gateways and recorders. This role applies only to IP recording and must be
associated with an IP Recorder Server Role.
This role is used with these platforms:

Consolidated

Recorder
After making any changes to this role, you must restart the recorder component
services.
This section also describes the roles associated with the Archive Database server role.
See:

IP Analyzer Role Settings, page 220

IP Analyzer Role Associations, page 220
IP Analyzer Role Settings
There are no settings for the IP Analyzer role.
IP Analyzer Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
IP Recorder
M
Enterprise
One-tomany
The IP Analyzer spans
the control protocol
from an IP data source
and distributes the
traffic to the Recorder.
Central Archive Roles and Associations
This role configures the Centralized Archiving Server.
It is installed with the following platforms:

Consolidated

Recorder
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
220
Chapter 4 - Server Role Configuration and Administration
Central Archive Role Settings
See:

Central Archive Role Settings, page 221

Central Archive Role Server Associations, page 221

Central Archive Role Secondary Role, page 221
Central Archive Role Settings
There are no Settings required for this role.
Central Archive Role Server Associations
This role must be associated with each Recorder that is to be "serviced" by this
Centralized Archiving Server.
Central Archive Role Secondary Role
For N+N Central Archive configuration, use the Secondary Role tab to select the backup
Central Archive server.The selected Secondary Archive Server picks up the recorder
associations from the Primary Server. Other RM-based configuration information, such
as drive definitions, must be manually synched between Primary and Secondary
Servers.
If the drives on the Secondary server do not match those on the Primary server, the
system will generate warnings about the mis-matched drive configuration until the
second server is configured closely enough for failover to succeed.
Real Time Speech Engine Server Role and Associations
The Real Time Speech Notifications feature detects when specific words or phrases are
spoken in telephone calls that are being recorded.
This server role can be installed on the following platforms:

Consolidated

Recorder
This section describes the parameters as well as the roles associated with the Real Time
Speech Engine server role.
See:

Real Time Speech Engine Server Role, page 222

Real Time Speech Engine Server Role’s Associations, page 222
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
221
Chapter 4 - Server Role Configuration and Administration
Real Time Speech Engine Server Role
Real Time Speech Engine Server Role
General
Parameter
Description
Maximum Calls to Analyze
Insert value for maximum calls to analyze.
The maximum value is 1000.
Real Time Speech Engine Server Role’s Associations
There are no roles associated with this role.
Telephony Playback Service Server Role and
Associations
The Telephony Playback Service (TPS) is used to support playback of contact and
segments over the phone.
The Telephony Playback Service server role is installed on the following platforms:

Consolidated

Recorder
This section describes the parameters as well as the roles associated with the Telephony
Playback Service server role.
See:

Telephony Playback Service Server Role, page 223

Telephony Playback Service Server Role’s Associations, page 227.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
222
Chapter 4 - Server Role Configuration and Administration
Telephony Playback Service Server Role
Telephony Playback Service Server Role
General
Parameter
Description
Number Lines for
Telephony Playback
Set the number of lines available for Playback.
Range of Extensions
(Prefix, First Extension
in Range, Last Extension
in Range, Suffix)
Set the range of extensions that the users dial to
playback a call through the TPS.
Control Playback Volume
Set to control the volume of the call being played back
through the TPS.
Default Value: 0
Default Value: N/A
Default Value: Selected
HTTP Port of TPS Service
Set the port number used by the TPS web service
(HTTP protocol). This is mainly used by the portal's
Playback component.
Default Value:
29598
Supported Codecs
Parameter
Description
G.711 A-Law
Select to enable TPS to support this codec to transmit
the playback audio.
Default Value: Selected
G.711 Mu-Law
Select to enable the TPS to support this codec to
transmit the playback audio.
Default Value: Selected
G.723
Select to enable the TPS to support this codec to
transmit the playback audio.
Default Value: Selected
G.729
Select to enable the TPS to support this codec to
transmit the playback audio.
Default Value: Selected
Default Codec
Select the default codec that the TPS uses to transmit
the playback audio.
Default Value: G.711 A-Law
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
223
Chapter 4 - Server Role Configuration and Administration
Telephony Playback Service Server Role
Advanced
The Advanced configuration parameters are relevant for all TPS deployments.
Parameter
Description
TPS Signaling IP
Set the IP address of the network interface on the TPS
machine used for signaling.
Options:
N/A
Default Value:
N/A
Signaling Port
Set the port number on the TPS machine used for
signaling.
Options:
N/A
Default Value:
5060
Signaling Protocol
Select the underlying protocol for SIP signaling. The
setting must match the SIP signaling protocol setting on
the switch side.
Options:
TCP or UDP
Default Value:
UDP
Media Base Port
This parameter is deprecated.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
224
Chapter 4 - Server Role Configuration and Administration
Telephony Playback Service Server Role
Parameter
Description
Maximum Playback Idle
Time (minutes)
Set the maximum idle time allowed between the time
TPS detects that there is no playback active on a call and
the time the actual playback begins. If the idle time
exceeds the maximum idle time, TPS disconnects the
call.
Options:
0 or greater (0 disables the timeout).
Default Value:
10
Maximum Connection
Idle Time (minutes)
Set the maximum time allowed between the time the
system allocates a user an extension for playback and
the time the user initiates a playback call on this
allocated extension. If the idle time exceeds the
maximum idle time, TPS de-allocates the extension.
Options:
N/A
Default Value:
3
SIP Lines
The SIP Lines parameters are relevant only for deployments with SIP lines.
Parameter
Description
Assign SIP Line
Select to enable the use of SIP lines.
Do not select this parameter for SIP trunk or MP-118
configurations.
Options:
N/A
Default Value:
Clear
Server IP or Hostname
Set the host name of the SIP sever that the TPS
connects to (usually the switch host name or IP
address).
Options:
N/A
Default Value:
N/A
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
225
Chapter 4 - Server Role Configuration and Administration
Telephony Playback Service Server Role
Parameter
Description
Server Port
Set the SIP port used by the SIP server or switch
(usually port 5060).
Options:
N/A
Default Value:
5060
Register Signaling
Protocol
Set the protocol for signaling, either UDP or TCP.
Options:
N/A
Default Value:
UDP
Registration Request
URI
Set the URI for the SIP server (usually the switch host
name or IP address).
Options:
N/A
Default Value:
N/A
Registration Expiration
Time (seconds)
Set the period of time after which a TPS line registered
with the SIP server is expired.
Options:
N/A
Default Value:
3600
Domain
Set the IP address or domain name of the SIP server.
Options:
N/A
Default Value:
N/A
Password
Set the password used for registering lines with the SIP
server.
Options:
N/A
Default Value:
N/A
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
226
Chapter 4 - Server Role Configuration and Administration
Telephony Playback Service Server Role’s Associations
Telephony Playback Service Server Role’s Associations
Associated Roles
Mandatory
(M) or
Optional (O)
Association
Scope
Association
Type & Limits
Interaction Applications
Optional
Enterprise
One-to-One
Import Manager Server Role and Associations
The Import Manager can be set up to provide call import capabilities. For import, the
Import Manager is set up to facilitate working with Speech Analytics and Interactions
and Analytics deployments, where calls from external recording systems are imported
and made available to users for analysis and review.
The Import Manager server role is installed on the Recorder platform along with all
Recorder roles (for example the IP or TDM Recorder roles).
This server role and its associations are available on these platforms:

Consolidated

Recorder
See:

Import Manager Server Role, page 227

Import Manager Server Role Associations, page 228
Import Manager Server Role
There are no parameters associated with this server role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
227
Chapter 4 - Server Role Configuration and Administration
Import Manager Server Role Associations
Import Manager Server Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or used?
Framework
Applications
Mandatory
Enterprise
One-to-one
Automatic Association
Interaction
Applications
Mandatory
Enterprise
One-to-one
Automatic Association
NOTE
In general, required associations for each server role are automatically
assigned by default, except for scenarios where the Import Manager
Server and the Speech Transcription Service are registered under different
site groups in Enterprise Manager.
To allow the Speech Transcription Service to process calls extracted by the
Import Manager Server, you must select the Speech Transcription Service
role and manually associate it to the Import Manager role.
Legacy Extraction Manager Server Role and
Associations
Used for upgrade scenarios only, the Legacy Extraction Manager server role is present
only when an Extraction Manager platform is upgraded to the current release’s Recorder
platform.
In such upgrade scenarios, this server role is enabled by default when the server is
rediscovered in the Enterprise Manager following upgrade.
For more details on the Legacy Extraction Manager, see the Enterprise Extraction
Manager Installation and Configuration Guide.
For details on the server role that replaces the Legacy Extraction Manager server role in
this release, see Import Manager Server Role and Associations, page 227.
For server role and association details, see:

Legacy Extraction Manager Server Role, page 228

Legacy Extraction Manager Associations, page 229
Legacy Extraction Manager Server Role
This role has no parameters.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
228
Chapter 4 - Server Role Configuration and Administration
Legacy Extraction Manager Associations
Legacy Extraction Manager Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Audio
Processing
Manager
(ATSM)
Mandatory
Enterprise
One-to-one
Automatic
Association
Framework
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association
Interaction
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
229
Chapter 4 - Server Role Configuration and Administration
Customer Feedback Integration Service Server Role and
Customer Feedback Integration Service Server Role
and Associations
The Customer Feedback Integration Service (CFIS) is an interface between Customer
Feedback and one or more IP Recorders or TDM Recorders. This integration service
processes NGA event streams for tagged events to obtain the agent ID.
This Customer Feedback Integration Service role is installed on

Customer Feedback Survey
See:

Customer Feedback Integration Service Server Role, page 230

Customer Feedback Integration Service Role Associations, page 231
Customer Feedback Integration Service Server Role
You can only access the Customer Feedback Integration Service server role when the
Enterprise Manager’s Advanced Mode feature is activated.
For more information about this server role, contact your application consultant.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
230
Chapter 4 - Server Role Configuration and Administration
Customer Feedback Integration Service Role Associations
Customer Feedback Integration Service Role Associations
Associated
Roles
Mandatory
(M) or
Optional
(O)
Association
Scope
Association
Type
& Limits
Why is this
Association
Required or used?
TDM
Recorder
O
Enterprise
One-to-many
To identify the TDM
Recorder that the
CFIS listens to for
NGA messages.
IP Recorder
O
Enterprise
One-to-many
To identify the IP
Recorder that the
CFIS listens to for
NGA messages.
Customer Feedback Survey Server Role and
Associations
This role is required for a Workforce Optimization (or Enterprise Suite) deployment that
includes Customer Feedback. It is used to configure the Survey Server Cache database
and the telephony or VXML interface. All configurations are done in Advanced Mode.
CAUTION
Changes to these settings will cause the Survey server to restart. If this is a
production system, you should plan to make changes when they will have the least
impact on your operations.
The Customer Feedback Survey server role is installed on the following platform:

Customer Feedback Survey
This section describes the parameters as well as the roles associated with the Customer
Feedback Survey server role.
See:

Customer Feedback Survey Server Role Settings, page 232

Customer Feedback Survey Server Role Associations, page 233
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
231
Chapter 4 - Server Role Configuration and Administration
Customer Feedback Survey Server Role Settings
Customer Feedback Survey Server Role Settings
Survey Server Cache database
Parameter
Description
Host Name
Name or IP address of the server hosting the survey server
cache database.
Default Value: Value from the unified installation process
(SQL Server Host Address).
Database Port
Survey Server cache database port.
Default Value: Value from the unified installation process
(SQL Server Port).
VXML
This parameter is used when you installed a Survey Server with a VXML interface.
Parameter
Description
Maximum Channels
Maximum number of VXML channels. When the maximum
number of channels is exceeded, call processing continues and
an alarm is generated.
Default Value: 0 - Unlimited
Companding Method
Specifies the codec used for playback of sound files in
surveys and verbatim messages in Customer Feedback
reports. Values:


A_LAW
MU_LAW (Default)
IMPORTANT: Check this setting to make sure it
matches your switch setting. If the parameter setting
does not match, it must be changed. A full sync must be
run for the change to take effect on the survey server.
For information about how to manually run a full sync,
see the Customer Feedback Survey Server Interface
Reference.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
232
Chapter 4 - Server Role Configuration and Administration
Customer Feedback Survey Server Role Associations
Telephony
These parameters are required when you installed one or more Customer Feedback
Survey Servers with a telephony (Teleflow) interface. Up to four media boards can be
configured. On each Customer Feedback Survey Server, all boards must use the same
protocol.
Parameter
Description
Protocol
Telephony protocol options.
Default Value: E1 ISDN
Options:




E1 ISDN
T1 CAS
T1 ISDN
VOIP SIP
Board #2 Enabled
Enables or disables the media board. When the board is
enabled, additional parameters are available for configuration.
Board #3 Enabled
Default Value:
Board #4 Enabled
No
Board #1 Enabled
Options:


Yes (Enabled)
No (Disabled)
Additional parameters for each telephony protocol
Protocol
Parameters
T1 ISDN

E1 ISDN


T1 CAS


VOIP SIP





ISDN Variant
ISDN Country
Cyclic Redundancy Check
Number of Inbound Digits
Cyclic Redundancy Check
Companding Method
SIP IP Address (static)
Media IP Address (static)
Media IP Mask
Media IP Gateway
Customer Feedback Survey Server Role Associations
There are no associations for the Customer Feedback Survey server role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
233
Chapter 4 - Server Role Configuration and Administration
Analytics Framework server role and associations
Analytics Framework server role and associations
This server role is used in any Workforce Optimization (or Enterprise Suite) deployments
that have purchased the Recorder Platform Analytics product. The role configuration
comprises the settings used by Recorder-based set of components shared by all
Recorder Platform Analytics solutions, which includes software interfaces, services,
Recorder Analytics rule processing, and the infrastructure used to support a common
enterprise solution for analyzing metadata and audio captured by Recorders.
This server role is available in the following platforms:

Consolidated (voice biometrics should not be used in a consolidated deployment)

Recorder
Analytics Framework role settings
The following settings are required for the Analytics Framework role.
General Configuration
Property name
Instructions
Default value
Call object lifetime
(minutes)
Provide the maximum time
period in minutes to retain
call objects after a call has
terminated. The interval
enables the framework to
complete analysis of the
call after it has ended.
Default: 60
Minimum: 1
Maximum: 720
The default value suffices
for most deployments.
Real-Time Configuration
The ports configured for the Real-Time Configuration section are used for Live Monitor
for each audio capture engine (IP, TDM). Live Monitor provides the audio used by the
Analytics Framework for real-time processing.

First/Last port number ranges for IP and TDM cannot overlap

Since ports are used in pairs, port numbers entered must be even numbers.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
234
Chapter 4 - Server Role Configuration and Administration
Analytics Framework role settings
Property name
Instructions
Default value
First IP Live Monitor port
Provide the first UDP port
used by the framework to
receive audio from an IP
Recorder.
Default: 30000
Provide the last UDP port
used by the framework to
receive audio from an IP
Recorder.
Default: 32500
Provide the first UDP port
used by the framework to
receive audio from a TDM
Recorder.
Default: 33000
Provide the last UDP port
used by the framework to
receive audio from a TDM
Recorder.
Default: 35500
Last IP Live Monitor port
First TDM Live Monitor port
Last TDM Live Monitor port
Minimum: 1024
Maximum: 65535
Minimum: 1024
Maximum: 65535
Minimum: 1024
Maximum: 65535
Minimum: 1024
Maximum: 65535
Campaign Configuration
Recorder Platform Analytics campaigns process historical calls (post-processing) and
function as do Archive campaigns with respect to locating recorded calls.
Property name
Instructions
Default value
Maximum number of query
results
Provide the maximum
number of calls returned
by each database query.
Default: 3500
Provide the span of time in
minutes each database
query searches.
Default: 60
Provide the minimum
period in minutes after a
call is recorded before it
can be included in a
campaign.
Default: 60
Query window (minutes)
Delay after recording
(minutes)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
Minimum: 1
Maximum: 10000
Minimum: 1
Maximum: 1440
Minimum: 1
Maximum: 525600
235
Chapter 4 - Server Role Configuration and Administration
Analytics Framework role associations
Analytics Framework role associations
Use Associations for the Analytics Framework to establish role-to-role associations
between the Analytics Framework and specific roles.
Associated
roles
Mandatory
(M) or
Optional
(O)
Association
scope
Association
type & limits
Why is this
association
required or
used?
Biometrics
Engine
If exists
Server
One-to-one
Automatic
association
ensures the
engine is known
to the framework.
Enrollment
Engine
If exists
Server
One-to-one
Automatic
association
ensures the
engine is known
to the framework.
Risk
Assessment
Engine
If exists
Server
One-to-one
Automatic
association
ensures the
engine is known
to the framework.
Framework
Applications
O
Enterprise
One-to-many
Enables the
framework to call
the Foundation
Web Service to
trigger alerts.
Real Time
Speech Engine
M
Server
One-to-one
Automatic
association
NOTE
You can also create manual associations to any server with the IP
Recorder and/or TDM Recorder roles. Use these manual associations to
configure which Recorders are used for Recorder Platform Analytics
Campaigns (post-processing) designed for detection and/or enrollment.
Use of manual associations is determined by your deployment topology.
Related information
Recorder Platform Analytics Deployment Reference Guide
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
236
Chapter 4 - Server Role Configuration and Administration
Analytics Framework role to servers associations
Analytics Framework role to servers associations
Use Server Associations for the Analytics Framework role to associate an instance of the
role with one or more servers. The association determines which Analytics Framework
role each server uses.


In most deployments, the Analytics Framework role on each Recorder must be
associated to that Recorder. This association ensures that Analytics campaigns will
be processed on each Recorder against that Recorder’s recordings only.
However, for deployments using centralized biometrics (using additional servers for
historical detection and verification), the Analytics Framework role on Recorders
must not be associated to that Recorder; the Analytics Frameworks on the
centralized biometrics servers will be associated with the Recorders. This ensures
that the Recorders will not run any voice biometrics campaigns.
To perform historical detection and/or verification
Associate every Recorder to a single instance of the Analytics Framework on a server
running the Biometrics Engine.

The simplest method is to associate each Recorder to the local instance of the
Analytics Framework.

This causes the Analytics Framework on each Recorder to process all historical
detection and verification Analytics Rules against that recorder's recordings.
Alternatively, associate each Recorder to a single instance of the Analytics
Framework on one centralized biometrics server.
-
This causes each centralized biometrics server to process all historical detection
and verification Analytics Rules against the set of recorders to which it is
associated.
To perform automatic enrollment
Associate every Recorder to a single instance of the Analytics Framework on a server
running the Enrollment Engine.

The simplest method is to associate each Recorder to the local instance of the
Analytics Framework.

This causes the Analytics Framework on each Recorder to process all automatic
enrollment rules against that Recorder's recordings.
Alternatively, associate each Recorder to a single instance of the Analytics
Framework on a centralized enrollment server.
-
This causes each centralized enrollment server to process all automatic
enrollment rules against the set of Recorders to which it is associated.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
237
Chapter 4 - Server Role Configuration and Administration
IMPORTANT
Recorder Ingestion Web Service server role and associations
If you fail to associate a Recorder to any instance of the Analytics
Framework with a specific engine, then no historical (post-processing)
Recorder Analytics Rules for that engine will be processed against that
Recorder's recordings.
If you associate a Recorder to multiple instances of the Analytics
Framework with a specific engine, then all historical Recorder Analytics
Rules for that Engine will be processed against that recorder's recordings
multiple times, which wastes resources and duplicates results.
Related information
For complete information about all deployment scenarios supported, refer to the
Recorder Platform Analytics Deployment Reference Guide.
Recorder Ingestion Web Service server role and
associations
This server role is used in any Workforce Optimization (or Enterprise Suite) deployments
that have purchased the Recorder Platform Analytics product. The role’s settings define
how the Recorder Ingestion Web Service saves content captured from an external
source to the Recorder’s call buffer.
This server role is available in the following platforms:

Consolidated (voice biometrics should not be used in a consolidated deployment)

Recorder
Recorder Ingestion Web Service role settings
The following settings are required for the Recorder Ingestion Web Service role.
Tuning Parameters
Property name
Instructions
Default value
Max Simultaneous
Connections
Provide the maximum
number of concurrent
connections the service
accepts.
Default: 3
Provide the maximum
number of calls the service
will process in during the
span of one minute.
Default: 600
Max calls per minute
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
Minimum: 1
Maximum: 100
Minimum: 1
Maximum: 3000
238
Chapter 4 - Server Role Configuration and Administration
Recorder Ingestion Web Service role associations
Ingestion Web Service Connectivity
Property name
Instructions
Default value
HTTP Port
Port number where the
service listens for requests
over standard HTTP.
Default: 29297
Minimum: 1
Maximum: 65535
Token Validation Configuration
Property name
Instructions
Default value
Disable all token checking
Check to allow the service
to communicate without
requiring a security token
for authentication.
Cleared
Recorder Ingestion Web Service role associations
There are no associations for the Recorder Ingestion Web Service role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
239
Chapter 4 - Server Role Configuration and Administration
Risk Assessment Engine server role and associations
Risk Assessment Engine server role and associations
This server role is required for any Workforce Optimization (or Enterprise Suite)
deployments that have purchased the Recorder Platform Analytics product. The role’s
settings define connection parameters for the Risk Assessment Engine, which provides
services supporting integration with the Recorder Platform Analytics’ voice biometrics
libraries.
This server role is available in the following platforms:

Consolidated (voice biometrics should not be used in a consolidated deployment)

Recorder
Risk Assessment Engine role settings
The following settings are required for the Risk Assessment Engine role.
Risk Assessment Connection Details
Property name
Instructions
Default value
Risk Assessment
Command Port
Provide the port number
where the Risk
Assessment Engine listens
for commands.
Default: 9958
Provide the port number
where the Risk
Assessment Engine sends
and receives data.
Default: 9959
Risk Assessment Data Port
Minimum: 1024
Maximum: 65535
Minimum: 1024
Maximum: 65535
Risk Assessment Engine role associations
There are no associations for the Risk Assessment Engine role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
240
Chapter 4 - Server Role Configuration and Administration
Biometrics Engine server role and associations
Biometrics Engine server role and associations
This server role is required for any Workforce Optimization (or Enterprise Suite)
deployments that have purchased the Recorder Platform Analytics product. The role’s
settings define connection parameters for the Biometrics Engine, which analyzes
metadata and audio supplied for voice biometric processing.
This server role is available in the following platforms:

Consolidated (voice biometrics should not be used in a consolidated deployment)

Recorder
Biometrics Engine role settings
The following settings are required for the Biometrics Engine role.
Biometrics Connection Details
Property name
Instructions
Default value
Biometrics Command Port
Provide the TCP port
number where the engine
listens for control
messages.
Default: 29290
Minimum: 1024
Maximum: 65535
NOTE: The port used
should be the same as the
Enrollment Command
Port configured for the
Enrollment Engine.
Biometrics Data Port
Provide the starting/base
TCP port number used by
the engine to transmit
audio for biometric
processing.
Default: 29348
Minimum: 1024
Maximum: 65535
The engine uses 2 ports
per CPU core. Therefore,
on an 8 core hyperthreaded machine (16
cores total) the engine
requires 32 ports.
IMPORTANT: Based on CPU
cores, configure the port
base number with a
sufficient number of ports
available relative to the
Enrollment Data Port of
the Enrollment Engine.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
241
Chapter 4 - Server Role Configuration and Administration
Biometrics Engine role settings
Biometrics Processing Options
Property name
Instructions
Default value
Allow delayed
customer
identification
Enables voice biometrics to begin analysis
on interactions as soon as audio is
available, even if the attributes configured
in the Identification Rules are not yet
available for customer voiceprint retrieval.
Default: Selected
Disable this feature to save system
resources if a significant portion of
interactions will not have attributes to
retrieve customer voiceprints.
Max time to wait
for customer
identification
Configure the maximum number of
seconds to preprocess interaction audio
without a customer voiceprint to use for
comparison.
Default: 300
Minimum: 0
Maximum: 1200
Preprocessing analysis stops after the
interval elapses if the attributes
configured in the Identification Rules
cannot be used to locate a trained,
customer voiceprint.
Stop preprocessing
if no voiceprint
Select to stop interaction processing if a
person’s voiceprint cannot be found in the
voice biometrics system.
Default: Cleared
A voiceprint will not be found if:


Identification Rule attributes do not
match a person in voice biometrics.
Identification Rule attributes match a
person in voice biometrics, but that
person doesn’t have a trained
voiceprint.
When this option is cleared, preprocessing
will continue; if interaction attributes
configured in the Identification Rules are
updated, the system will attempt again to
find a matching voiceprint.
NOTE: Applicable only when Allow
delayed customer identification is
selected.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
242
Chapter 4 - Server Role Configuration and Administration
Biometrics Engine role associations
Biometrics Engine role associations
Associated
roles
Mandatory
(M) or
Optional
(O)
Association
scope
Association
type & limits
Why is this
association
required or
used?
Biometrics
Database
M
Enterprise
One-to-one
Automatic
association
Enrollment Engine server role and associations
This server role is required for any Workforce Optimization (or Enterprise Suite)
deployments that have purchased the Recorder Platform Analytics product. The role’s
settings define connection parameters and behavioral settings for the Enrollment
Engine, which provides services for voiceprint creation.
This server role is available in the following platforms:

Consolidated (voice biometrics should not be used in a consolidated deployment)

Recorder
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
243
Chapter 4 - Server Role Configuration and Administration
Enrollment Engine role settings
Enrollment Engine role settings
The following settings are required for the Enrollment Engine role.
Enrollment Connection Details
Property name
Instructions
Default value
Enrollment Command Port
Provide the TCP port
number where the engine
listens for control
messages.
Default: 29290
Minimum: 1024
Maximum: 65535
NOTE: The port used
should be the same as the
Biometrics Command
Port configured for the
Biometrics Engine.
Enrollment Data Port
Provide the starting/base
TCP port number used by
the engine to transmit
audio for biometric
processing.
Default: 29291
Minimum: 1024
Maximum: 65535
The engine uses 2 ports
per CPU core. Therefore,
on an 8 core hyperthreaded machine (16
cores total) the engine
requires 32 ports.
IMPORTANT: Based on CPU
cores, configure the port
base number with a
sufficient number of ports
available relative to the
Biometrics Data Port of
the Biometrics Engine.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
244
Chapter 4 - Server Role Configuration and Administration
Enrollment Engine role associations
Enrollment Configuration
Property name
Instructions
Default value
Concurrent Voiceprint
Training Cap
Provide the maximum
number of calls that can
be processed for voiceprint
training at the same time.
Default: 5
Provide the minimum
score required for the
system to conclude that
the audio on an analyzed
call is consistent with an
existing voiceprint.
Default: 5.0
Minimum Score For
Consistency Checks
Minimum: 1
Maximum: 100
Minimum: 0.0
Maximum: 16.0
Enrollment Engine role associations
Associated
roles
Mandatory
(M) or
Optional
(O)
Association
scope
Association
type & limits
Why is this
association
required or
used?
Biometrics
Database
M
Enterprise
One-to-one
Automatic
association
RTP Proxy Server Role
The RTP Proxy server role supports audio recording for Microsoft Lync clients in Delivery
deployments. The RTP Proxy routes the RTP and RTCP packets to and from Lync clients,
enabling the IP Capture engine to record the required calls.
You can enable this server role on any Recorder (TDM, IP, or Screen), and CAM server.
This role is used with these platforms:

Consolidated

Recorder
See:
RTP Proxy - Server Role Settings, page 246
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
245
Chapter 4 - Server Role Configuration and Administration
RTP Proxy - Server Role Settings
RTP Proxy - Server Role Settings
Configure the following RTP Proxy server role settings in the Enterprise Manager’s
Advanced tab.
Parameter
Description
RTP Proxy Control Port
The port on which to listen for RTP proxy control
requests from the Lync proxy.
Default: 29509
RTP Proxy role associations
There are no associations for the RTP Proxy role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
246
Chapter 4 - Server Role Configuration and Administration
Speech Analytics Server Roles
Speech Analytics Server Roles
Following system installation, Speech Analytics is configured using the Enterprise
Manager’s (EM) Installations tree where you add sites, site groups, and servers. Once
these are added, the Installations tree provides a graphical view of your enterprise.
The main guidelines and best practices for configuring Speech Analytics include:




Each Speech Transcription Server can transcribe a single language
When multiple transcription servers transcribe the same set of interactions,
configure transcription server clusters
Create Site Groups in cluster the Speech Transcription Servers and the relevant
Recorders in one group
To ensure that every Speech Transcription Server will transcribe the relevant
interaction, you need to associate the transcription servers to the Recorders
accurately.
Related topics
Enterprise Suite Initial Configuration Workflow, page 14
Installations Tree Overview, page 22
Speech Analytics Configuration Workflow, page 247
Speech Analytics Server Role Descriptions, page 249
Speech Analytics Configuration Workflow
The following workflow table provides the order for configuring Speech Analytics in the
system:
Step
Configure
Reference
Configure Data Center Server Roles
1
Speech Application Service
Speech Application Service
Server Role, page 249
2
Speech Products Database
Speech Products Database
Server Role, page 259
3
Speech Analytics Database
Speech Analytics Database
Server Role, page 260
4
Interaction Analytics Services
Interactions Analytics Services
Server Role, page 262
5
Interactions Applications (for Speech
Analytics)
Interaction Applications Server
Role for Speech Analytics,
page 262
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
247
Chapter 4 - Server Role Configuration and Administration
Step
Configure
Speech Analytics Configuration Workflow
Reference
Configure Speech Analytics Topology
6
Create Site Groups in order for Speech
Transcription Servers to be automatically
associated with the relevant Recorders
Installation Hierarchy Best
Practice—Create Site Groups,
page 263
7
When multiple transcription servers
transcribe the same interactions, configure
transcription server clusters
Speech Transcription Server
Cluster Considerations,
page 266
Configure Site Zone Server Role
8
Speech Transcription Service
Speech Transcription Service
Server role, page 268
Set language model
9
Set a language model in the system, which
contains words for a specific language, and
distribute it to all Speech Transcription
Servers
Language Model Configuration
and Distribution User Guide
Import ontology
10
Upload a canned or factory ontology, which
provides powerful Semantic Intelligence
(Si) data in Speech Analytics (also known
as themes), to the Speech Analytics
Database
Speech Analytics Ontology
Import-Export User Guide
Define Speech Analytics Business Rules
11
These rules are defined in the Project Rules
Manager and assigned to the Speech
Application Server
NOTE
Interaction and Analytics
Administration Guide
For expansions, verify that the Speech Analytics license is enabled in the
system before performing any configurations.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
248
Chapter 4 - Server Role Configuration and Administration
Speech Analytics Server Role Descriptions
Speech Analytics Server Role Descriptions
The following table describes each server role’s utility within the Speech Analytics
application:
Server Role
Zone
Description
Speech Application Service
Data Center
Builds the index of transcribed calls for
use by various system applications and
services, and processes requests for
retrieving analytics data based on the
indexed interactions.
Speech Products Database
Data Center
Stores the transcribed interactions.
Speech Analytics Database
Data Center
Stores Speech administration and
management data.
Interaction Analytics
Services
Data Center
Manages the Semantic Intelligence (Si)
processes in the system.
Speech Transcription
Service
Site
Transcribes the interactions into text
files for analytics purposes.
Speech Analytics Data Center Configuration
After defining the Speech Analytics topology (via the EM Installations Tree), configure
the server role parameters of the server roles defined in the Data Center:

Speech Analytics Service Server Roles, page 249

Speech Analytics Database Server Roles, page 259

Interaction Applications Server Role for Speech Analytics, page 262
NOTE
The Speech Products Database and Speech Analytics Database server
roles need to first be added via the EM Installations Tree, and then their
parameters must be configured as required.
Speech Analytics Service Server Roles
Speech Analytics Service Server Roles build an index of transcribed interactions and
process requests for retrieving analytics.
Speech Application Service Server Role
The Speech Application Service builds the index of transcribed calls for use by various
system applications and services, and processes requests for retrieving analytics data
based on the indexed interactions.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
249
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
The Speech Application Service server role parameters define the system behavior of
the Speech Application Service.
Project
Parameter
Description
Name
Set the Project Name. By default, the project name is empty. The
Project Name must be unique across the enterprise.
The project name can represent a line of business (LOB); for
example: Sales
Note: the following characters cannot be used in the Project Name:
"'/\\[]:;|=,+*?><"
Description
Set the Project description.
Analytics Application Server Language
Parameter
Description
Language
Set the language to transcribe.
The same language must be configured for the Speech Analytics
Application Server and for all the Speech Analytics Transcription
Servers that work with that Application Server.
Default Value: English
Vocabulary
Set the vocabulary to transcribe. The same vocabulary must be
configured for the Speech Analytics Application Server and for all the
Speech Analytics Transcription Servers that work with that Application
Server.
Default Value: United States
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
250
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
Index
Parameter
Description
Index Size
Select the index size to increase the size of the index
according to the required index size. Note that the
hardware must support the required index size
according to the Customer Furnished Equipment Guide.
Default Value: Tier 1 (2 million calls or 200K audio
hours)
Optional Values:
Tier 2 (12 million contacts or 1.2M audio hours)
Tier 3 (20 milion calls or 2M audio hours)
Note: Ensure that you select the correct tier options. If
you select Tier 1, Tier 2 or Tier 3 for this parameter but
the server specifications do not match, the Speech
Application does not start.
Full Index Build Time
Set the hour at which the Full index is to be generated
on a daily basis.
The Full Index should be generated during off peak
hours, at least one hour after creating the Speech
Ontology Training.
Default Value: 12:00:00 AM
Incremental Indexing
Interval (minutes)
Set the interval at which the Incremental Index is built.
Note: the Incremental Index includes the deltas for the
Full index.
Default Value:60
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
251
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
Parameter
Description
Retention Policy
Select the purge policy method for projects stored in the
Speech Products Database, so that unused transcripts
can be purged. Purging unused transcripts maintains
storage requirements based on actual Speech project
retention:
By Project: Transcribed interactions are purged based
on the defined retention setting for an associated
project. All transcripts with start times older than the
retention setting for that project should be marked for
purging.
By Platform: Transcribed interactions are purged only
when the associated recordings are purged from the
WFO platform. This ensures that transcript information
is available for WFO application users when they replay
calls, regardless of the usage of the transcript within
Speech Analytics projects.
Default Value: By Project
Retention Period (days)
Set the number of days contacts should be kept in the
Index.
Note: if the amount of contacts collected during the
Retention Period is more than the amount supported by
the maximum index size, the system will purge contacts
earlier than the specified Retention Period.
Default Value: 100
Reports
Parameter
Description
Retention Period (days)
Set the value for the number of days reports should be
kept in the system.
Default Value: 30
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
252
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
Advanced
Parameter
Description
NEAR Word Proximity
Adjustment
Select NEAR Word Proximity Adjustment to affects the
NEAR search result rank.
The closer the words are to one another the higher the
rank.
Default Value: Clear
NEAR Word Proximity
Threshold
Set the maximum number of words that can separate
the NEAR search terms.
Default Value: 3
Options:
Any number between 0 and 15
Global Date Filter
(days)
Select the Global Date Filter to define the default filter in
days that will apply to all queries applied to the Speech
Application.
Default Value: 180
Minimum Characters to
Activate Auto-Complete
Select the minimum characters required to activate the
auto-complete feature.
Default Value: 3 (characters)
Time of Day
Parameter
Description
Morning
Set the Morning range for the Time of Day chart.
From (HH:MM)
Default Value: 06:00 - 10:00
To (HH:MM)
Mid Day
Set the Mid Day range for the Time of Day chart.
From (HH:MM)
Default Value: 10:00 - 14:00
To (HH:MM)
Afternoon
Set the Afternoon range for the Time of Day chart.
From (HH:MM)
Default Value: 14:00 - 18:00
To (HH:MM)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
253
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
Parameter
Description
Evening
Set the Evening range for the Time of Day chart.
From (HH:MM)
Default Value: 18:00 - 22:00
To (HH:MM)
Night
Set the Night range for the Time of Day chart.
From (HH:MM)
Default Value: 22:00 - 06:00
To (HH:MM)
Duration
Parameter
Description
Very Short
Set the Very Short range for the Duration chart.
From (MM:SS)
Default Value: 00:00 - 00:35
To (MM:SS)
Short
Set the Short range for the Duration chart.
From (MM:SS)
Default Value: 00:35 - 01:55
To (MM:SS)
Average Length
Set the Average Length range for the Duration chart.
From (MM:SS)
Default Value: 01:55 - 03:00
To (MM:SS)
Long
Set the Long range for the Duration chart.
From (MM:SS)
Default Value: 03:00 - 05:00
To (MM:SS)
Very Long
Set the Very Long range for the Duration chart.
From (MM:SS)
Default Value: 05:00 - 90:00
To (MM:SS)
Wrap Up Time
Parameter
Description
Very Short
Set the Very Short range for the Wrap Up Time chart.
From (MM:SS)
Default Value: 00:00 - 00:35
To (MM:SS)
Short
Set the Short range for the Wrap Up Time chart.
From (MM:SS)
Default Value: 00:35 - 01:55
To (MM:SS)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
254
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
Parameter
Description
Average Length
Set the Average Length range for the Wrap Up Time
chart.
From (MM:SS)
To (MM:SS)
Default Value: 01:55 - 03:00
Long
Set the Long range for the Wrap Up Time chart.
From (MM:SS)
Default Value: 03:00 - 05:00
To (MM:SS)
Very Long
Set the Very Long range for the Wrap Up Time chart.
From (MM:SS)
Default Value: 05:00 - 90:00
To (MM:SS)
Total Hold Time
Parameter
Description
Very Short
Set the Very Short range for the Total Hold Time chart.
From (MM:SS)
Default Value: 00:00 - 00:35
To (MM:SS)
Short
Set the Short range for the Total Hold Time chart.
From (MM:SS)
Default Value: 00:35 - 01:55
To (MM:SS)
Average Length
From (MM:SS)
Set the Average Length range for the Total Hold Time
chart.
To (MM:SS)
Default Value: 01:55 - 03:00
Long
Set the Long range for the Total Hold Time chart.
From (MM:SS)
Default Value: 03:00 - 05:00
To (MM:SS)
Very Long
Set the Very Long range for the Total Hold Time chart.
From (MM:SS)
Default Value: 05:00 - 90:00
To (MM:SS)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
255
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
Agent Talk Time Percentage
Parameter
Description
Very Low
Set the Very Low percentage range in the Agent Talk
Time chart.
From (%)
To (%)
Default Value: 00:00 - 20:00
Low
Set the Low percentage range in the Agent Talk Time
chart.
From (%)
To (%)
Default Value: 20:00 - 40:00
Average
Set the Average percentage range in the Agent Talk
Time chart.
From (%)
To (%)
Default Value: 40:00 - 60:00
High
Set the High percentage range in the Agent Talk Time
chart.
From (%)
To (%)
Default Value: 60:00 - 80:00
Very Long
Set the Very High percentage range in the Agent Talk
Time chart.
From (%)
To (%)
Default Value: 80:00 - 100:00
Customer Talk Time Percentage
Parameter
Description
Very Low
Set the Very Low percentage range in the Customer Talk
Time chart.
From (%)
To (%)
Default Value: 00:00 - 20:00
Low
Set the Low percentage range in the Customer Talk
Time chart.
From (%)
To (%)
Default Value: 20:00 - 40:00
Average
Set the Average percentage range in the Customer Talk
Time chart.
From (%)
To (%)
Default Value: 40:00 - 60:00
High
Set the High percentage range in the Customer Talk
Time chart.
From (%)
To (%)
Default Value: 60:00 - 80:00
Very Long
Set the Very High percentage range in the Customer
Talk Time chart.
From (%)
To (%)
Default Value: 80:00 - 100:00
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
256
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role
Silence Time Percentage
Parameter
Description
Very Low
Set the Very Low percentage range in the Silence Time
chart.
From (%)
To (%)
Default Value: 00:00 - 20:00
Low
Set the Low percentage range in the Silence Time chart.
From (%)
Default Value: 20:00 - 40:00
To (%)
Average
From (%)
Set the Average percentage range in the Silence Time
chart.
To (%)
Default Value: 40:00 - 60:00
High
Set the High percentage range in the Silence Time
chart.
From (%)
To (%)
Default Value: 60:00 - 80:00
Very Long
Set the Very High percentage range in the Silence Time
chart.
From (%)
To (%)
Default Value:80:00 - 100:00
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
257
Chapter 4 - Server Role Configuration and Administration
Speech Application Service Server Role’s Associations
Talk Over Time Percentage
Parameter
Description
Very Low
Set the Very Low percentage range in the Talk Over
Time chart.
From (%)
To (%)
Default Value: 00:00 - 20:00
Low
Set the Low percentage range in the Talk Over Time
chart.
From (%)
To (%)
Default Value: 20:00 - 40:00
Average
Set the Average percentage range in the Talk Over Time
chart.
From (%)
To (%)
Default Value: 40:00 - 60:00
High
Set the High percentage range in the Talk Over Time
chart.
From (%)
To (%)
Default Value: 60:00 - 80:00
Very Long
Set the Very High percentage range in the Talk Over
Time chart.
From (%)
Default Value: 80:00 - 100:00
To (%)
Speech Application Service Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association
Interaction
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association
* (See note)
Enterprise
One-to-all
Automatic
Speech
Association
Transcription
Service
*. The Speech Application Service server role requires an association to the Speech Transcription Service server role only when in hybrid mode and the Speech Analytics Transcription Server is v11.0 or
v11.1.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
258
Chapter 4 - Server Role Configuration and Administration
Speech Analytics Database Server Roles
Speech Analytics Database Server Roles
The Speech Analytics Database Server Roles store transcribed interactions, and Speech
Analytics administration and management data:

Speech Products Database Server Role, page 259

Speech Analytics Database Server Role, page 260

Interactions Analytics Services Server Role, page 262
Speech Products Database Server Role
The Speech Products Database stores transcribed interactions, and interfaces with the
Transcription Repository Service (TRS) for the storage and retrieval of transcripts.
The Speech Products Database server role parameters define the system behavior of the
Speech Products Database.
SQL Server Details
Parameter
Description
SQL Server Host
Address
Type the SQL server host address of the Speech Products
Database server.
The instance name is not required.
SQL Server Port
Type the SQL server port number of the Speech Products
Database server.
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
Set the total size (in GB) that will be allocated to the
database’s data and index files.
Default: 45 GB
Transaction Log
Storage (GB)
Set the size (in GB) that will be pre-allocated to the
database’s transaction log.
Default: 2 GB
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
259
Chapter 4 - Server Role Configuration and Administration
Speech Products Database Server Role Associations
Parameter
Description
Tempdb Data Storage
(GB)
Set the size (in GB) that will be pre-allocated to the Tempdb
data files, up to a maximum value of 64 GB.
Default: 4 GB
Tempdb Log Storage
(GB)
Set the size (in GB) that will be pre-allocated to the Tempdb
log file. Valid values: 1GB-10GB.
Default: 2 GB
Data Access Layer
Parameter
Description
Default Timeout
(seconds)
Set the time interval (in seconds) after which query
processing times out.
Default: 30 seconds
Advanced
Parameter
Description
Agent Signature
Builder Maximum
Thread Number
Set the maximum number of threads that should be used by
the Agent Signature Builder.
You can set from 1 to 10 threads.
Speech Products Database Server Role Associations
Associated
Roles
Mandatory
(M), Optional
(O) or If Exists
Association
Scope
Association
Type & Limits
Why is this
Association
Required or
used?
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association
Speech
Application
Service
Mandatory
Enterprise
One-to-all
Automatic
Association
Speech Analytics Database Server Role
The Speech Analytics Database stores the Ontology data and the results of the Training
process.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
260
Chapter 4 - Server Role Configuration and Administration
Speech Analytics Database Server Role
The Speech Analytics Database server role parameters define the system behavior of
the Speech Analytics Database.
SQL Server Details
Parameter
Description
SQL Server Host
Address
Type the SQL server host address of the Speech Analytics
Database server.
The instance name is not required.
SQL Server Port
Type the SQL server port number of the Speech Analytics
Database server.
Database Sizing
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Parameter
Description
Database Storage
Allocation (GB)
Set the total size (in GB) that will be allocated to the
database’s data and index files.
Default: 5 GB
Transaction Log Storage
(GB)
Set the size (in GB) that will be pre-allocated to the
database’s transaction log.
Default: 2 GB
Tempdb Data Storage
(GB)
Set the size (in GB) that will be pre-allocated to the
Tempdb data files, up to a maximum value of 64 GB.
Default: 1 GB
Tempdb Log Storage
(GB)
Set the size (in GB) that will be pre-allocated to the
Tempdb log file. Valid values: 1GB-10GB.
Default: 1 GB
Data Access Layer
Parameter
Description
Default Timeout
(seconds)
Set the time interval (in seconds) after which query
processing times out.
Default: 30 seconds
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
261
Chapter 4 - Server Role Configuration and Administration
Speech Analytics Database Server Role Associations
Speech Analytics Database Server Role Associations
Associated
Roles
Mandatory
(M), Optional
(O) or If Exists
Association
Scope
Association
Type & Limits
Why is this
Association
Required or
used?
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association
Interactions Analytics Services Server Role
The Interactions Analytics Services server role manages the Semantic Intelligence (Si)
functionality.
There are no parameters that define the behavior of the Interactions Analytics Services.
Interactions Analytics Services Server Role Associations
Associated
Roles
Mandatory
(M), Optional
(O) or If Exists
Association
Scope
Association
Type & Limits
Why is this
Association
Required or
used?
Interaction
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association
Speech
Analytics
Database
Mandatory
Enterprise
One-to-all
Automatic
Association
Interaction Applications Server Role for Speech Analytics
The Transcription Repository Service (TRS) is a Web-based database service and
interface used in Speech Analytics, and is configured as part of the Interaction
Applications server role.
Both the Speech Products Database and Speech Analytics Databases use the TRS for
database storage and retrieval services. Therefore, the Speech Products and Speech
Analytics Database server roles need to be configured as associations to the Interaction
Applications server role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
262
Chapter 4 - Server Role Configuration and Administration
Configure Speech Analytics Topology
Interaction Applications Server Role Associations
Associated
Roles
Mandatory
(M), Optional
(O) or If
Exists
Associatio
n Scope
Association
Type & Limits
Why is this
Association
Required or
used?
Speech
Products
Database
If exists
Enterprise
One-to-one
Automatic
Association
Speech
Analytics
Database
If exists
Enterprise
One-to-one
Automatic
Association
Configure Speech Analytics Topology
When building your installation hierarchy in the system, note the following related to
Speech Analytics topology configurations:


Installation Hierarchy Best Practice—Create Site Groups, page 263: Create Site
Groups in order for Speech Transcription Servers to be automatically associated
with the relevant Recorders.
Speech Transcription Server Cluster Considerations, page 266: When multiple
transcription servers transcribe the same interactions, configure transcription server
clusters.
For general information on creating the installation hierarchy, including adding sites, site
groups and servers, see “Enterprise Suite Initial Configuration Workflow” and
“Installations Tree Overview”.
Installation Hierarchy Best Practice—Create Site Groups
In order for Speech Transcription Servers to transcribe interactions recorded by specific
Recorders, the Speech Transcription Servers need to be associated with the relevant
Recorders.
When building your installation hierarchy for your enterprise, you can define Site
Groups, which are containers of other sites. All sites and servers in the same Site Group
are automatically associated to one another.
Therefore, an installation hierarchy best practice is the following:
1
Create a Site Group.
2
Create Sites within the Site Group.
3
Under each Site in the Site Group:
a. Define the Speech Transcription Servers that need to transcribe interactions by
specific Recorders.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
263
Chapter 4 - Server Role Configuration and Administration
Installation Hierarchy Best Practice—Create Site Groups
b. Define the Recorders that need to be associated with the Speech Transcription
Servers.
The Speech Transcription Servers and the Recorders within the Site Group you
defined are automatically associated with one another. These Speech Transcription
Servers will transcribe all interactions recorded by these Recorders.
This hierarchy should be defined as in the following example:
Enterprise
Site Group 1
Site 1
Server 1
Speech Transcription Server (server role)
Site 2
Server 2
IP Recorder (server role)
TDM Recorder (server role)
Screen Recorder (server role)
In this case, the Speech Transcription Server defined in Site 1 will automatically
transcribe all interactions recorded by the IP Recorder, TDM Recorder and Screen
Recorder defined in Site 2.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
264
Chapter 4 - Server Role Configuration and Administration
Installation Hierarchy Best Practice—Create Site Groups
However, if Site Groups are not defined in the installation hierarchy, Speech
Transcription Servers are not automatically associated to Recorders, as in the following
example:
Enterprise
Site 1
Server 1
Speech Transcription Server (server role)
Site 2
Server 2
IP Recorder (server role)
TDM Recorder (server role)
Screen Recorder (server role)
In this case, the Speech Transcription Server is not automatically associated with the IP
Recorder, TDM Recorder and Screen Recorder on Server 2 in Site 2.
If a Site Group was not defined, you need to manually associate each Speech
Transcription Server:
1
From the relevant server, select the Speech Transcription Service server role.
2
Select Associations.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
265
Chapter 4 - Server Role Configuration and Administration
3
Speech Transcription Server Cluster Considerations
Select the Show Associations Outside the Scope check box.
IMPORTANT
Make sure not to create too many out-of-scope associations, as it will not
be efficient. In this scenario, the Speech Transcription Server will need to
transcribe remote calls, which can cause network issues.
That said, with no defined Site Groups, you do need to set the associations
so that the Speech Transcription Server transcribes the calls, and the data
from the calls is available in the Speech Portal.
4
Select the checkbox next to the Recorder to be associated with the Speech
Transcription Server.
For general information on creating the installation hierarchy, including adding sites, site
groups and servers, see “Enterprise Suite Initial Configuration Workflow” and
“Installations Tree Overview”.
Speech Transcription Server Cluster Considerations
In a typical deployment, multiple Speech Transcription Servers transcribe the same
interactions. These servers share the same business rules, which define the set of
interactions to transcribe, and the same queue of incoming transcription missions.
For this purpose, you need to configure a cluster of transcription servers. In that cluster,
one server is defined as the primary server. (By default, the first server you define is
designated as the primary one, set by the Primary checkbox. Subsequent servers
added to the server cluster inherit the configuration of the primary server.)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
266
Chapter 4 - Server Role Configuration and Administration
Speech Transcription Server Cluster Considerations
If you have several sites, you may need to define multiple transcription server clusters,
with each cluster handling a different set of calls.
Data Center
Site #1
Site #2
Speech Transcription
Server Cluster
Speech
Transcription
Server
Speech
Transcription
Server
Speech Transcription
Server Cluster
Recorder
Recorder
Speech
Transcription
Server
Speech
Transcription
Server
Recorder
Speech
Transcription
Server
Recorder
Recorder
Recorder
Speech
Transcription
Server
To create a transcription server cluster:
1
Create the server cluster, and add servers to the cluster accordingly.
IMPORTANT
When configuring the cluster, note the following:


2
The HTTP Alias for the cluster must be the same address of the
primary Speech Transcription Server (or the first server defined for
the cluster).
For upgraded systems, make sure that the server defined as the
Primary server in the previous version continues to be the Primary
server in the current version.
Associate the first (primary) Speech Transcription Server in the cluster to the
relevant Recorders.
Once you create or edit a server role association on one Speech Transcription
Server, the same association is automatically made for all other Speech
Transcription Servers in the cluster.
3
Define transcription rules for the recorders associated with the Speech Transcription
Server cluster.
For details on defining transcription rules, see the Interaction and Analytics Administration
Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
267
Chapter 4 - Server Role Configuration and Administration
Speech Analytics Site Zone Configuration
Speech Analytics Site Zone Configuration
Configure the Speech Transcription Service server role, defined in the Site zone.
Speech Transcription Service Server role
The Speech Transcription Server transcribes the interactions into text files for analytics
purposes.
The Speech Transcription Server server role parameters define the system behavior of
the Speech Transcription Server.
Transcription Language
Parameter
Description
Language
Set the language to transcribe.
Default Value: English
Vocabulary
Set the language vocabulary to transcribe.
Default Value: United States
Options:
United States
United Kingdom
Speech Transcription Service Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type
& Limits
Why is this
Association
Required or
used?
Contact
Database
Mandatory
Enterprise
One-to-one
Automatic
Association
IP Recorder
If Exists
Leaf Site Group
One-to-all
This association
is required so
that the Speech
Transcription
Service
recognizes the
IP Recorder that
recorded the
audio it is
transcribing.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
268
Chapter 4 - Server Role Configuration and Administration
Speech Transcription Service Server Role’s Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type
& Limits
Why is this
Association
Required or
used?
TDM
Recorder
If Exists
Leaf Site Group
One-to-all
This association
is required so
that the Speech
Transcription
Service
recognizes the
TDM Recorder
that recorded
the audio it is
transcribing.
QM Database
Mandatory
Enterprise
One-to-one
Automatic
Association
Interaction
Applications
Mandatory
Enterprise
One-all-all
Automatic
Association
Import
Manager
If Exists
Leaf Site Group
One-to-all
This association
is required so
that the Speech
Transcription
Service
recognizes the
Import Manager
that imported
the audio it is
transcribing.
Legacy
Extraction
Manager
If Exists
Leaf Site Group
One-to-all
This association
is required so
that the Speech
Transcription
Service
recognizes the
Legacy
Extraction
Manager that
imported the
audio it is
transcribing.
Content
Server
Mandatory
Enterprise
One-to-all
Automatic
Association
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
269
Chapter 4 - Server Role Configuration and Administration
Desktop and Process Analytics Server Roles
Desktop and Process Analytics Server Roles
Following system installation, the Desktop and Process Analytics (DPA) application is
configured using the Enterprise Manager’s (EM) Installations tree where you add sites,
site groups, and servers.
For details on the initial configuration, see:

“Installations Tree Overview” on page 22

“Manage Installations Tree Nodes” on page 30
You must then configure DPA server roles, which are configured in the Data Center zone
of the suite. The two server roles and their associations are:

“DPA Applications Server Role and Associations” on page 270

“DPA Database Server Role and Associations” on page 271
Once server roles are configured, you can configure integrations with other modules in
the enterprise, such as Recording, Interactions, Scorecards and Adherence.
NOTE
For details on these integrations, see Desktop and Process Analytics (DPA)
Configuration Guide.
NOTE
For expansions, verify that the DPA license is enabled in the system before
performing any configurations.
DPA Applications Server Role and Associations
The Desktop and Process Applications (DPA) application includes DPA Application
Analysis, DPA Reporting, DPA Application Event Triggering, DPA Process Discovery and
Analysis, and DPA Data Propagation and Process Guidance.
The DPA Application server role is installed on the following platforms:

Consolidated

Application
DPA Applications Server Role
The Desktop and Process Applications (DPA) application includes DPA Application
Analysis, DPA Reporting, DPA Application Event Triggering, DPA Process Discovery and
Analysis, and DPA Data Propagation and Process Guidance.
The DPA Application server role is installed on the following platforms:

Consolidated

Application
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
270
Chapter 4 - Server Role Configuration and Administration
DPA Application Server Role Associations
DPA Application Configuration
Parameter
Description
Min Disk Space
Set the minimum amount of free disk space (in MBs). DPA
client data transfer to the server stops when this limit is met.
Default Value: 200
Options: A value from 1 to 200
Use Trigger Value
Enables storage of trigger values.
Default Value: selected (enabled)
Options: Disable to ensure sensitive data is not stored
DPA Application Server Role Associations
Associated
Roles
Mandatory
(M), Optional
(O) or If
Exists
Association
Scope
Association
Scope
Association
Scope
DPA Database
Mandatory
Enterprise
One-to-one
Automatic
Association
Framework
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association
Interactions
Applications
Mandatory
Enterprise
One-to-one
Automatic
Association
DPA Database Server Role and Associations
The DPA Database is used to upload DPA data from DPA clients and changes generated
from the DPA application user interfaces.
The DPA Database server roles is installed on the following platforms:

Consolidated

Data Center

Framework Database and Reporting
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
271
Chapter 4 - Server Role Configuration and Administration
DPA Database Server Role
DPA Database Server Role
This role is used to upload DPA data from DPA clients and uploads the changes
generated from the DPA application user interfaces.
SQL Server Details
Parameter
Description
SQL Server Host Address
Type the SQL server host address of the server hosting the
DPA database server role. The instance name is not required.
Default Value: Value provided during the installation process.
SQL Server Port
Type the SQL server port number of the server hosting the DPA
database server role.
Default Value: 1433
Options: Any number between 0 and 65535
NOTE
These values are customized for each customer and documented in the
“EM Config” tab of the Customer Furnished Equipment (CFE) Guide
prepared for the customer site.
Database Sizing
Parameter
Description
Database Storage
Allocation (GB)
Set the total size that will be allocated to the database’s data
and index files.
Default Value: 1
Transaction Log Storage
(GB)
Set the size that will be pre-allocated to the database’s
transaction log, from 1 to 128
Default Value: 1
Tempdb Data Storage (GB)
Set the size that will be pre-allocated to the Tempdb data files,
up to a maximum value of 64 GB.
Default Value: 1
Tempdb Log Storage (GB)
Set the size that will be pre-allocated to the Tempdb log file.
Valid values: from 1GB to 10GB.
Default Value: 1
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
272
Chapter 4 - Server Role Configuration and Administration
DPA Database Server Role
Retention
Parameter
Description
Application Retention
(days)
Set the number of days the database retains application data.
Default Value: Selected (enabled); 90
Options: Any number between 1 and 50000
Event and Trigger
Retention (days)
Set the number of days the database retains event and trigger
data.
Default Value: Selected (enabled); 90
Options: Any number between 1 and 50000
Consolidated Retention
(days)
Set the number of days the database retains consolidated
data.
Default Value: Selected (enabled); 90
Options: Any number between 1 and 50000
Audit Retention (days)
Set the number of days the database retains the Audit data.
Default Value: Selected (enabled); 90
Options: Any number between 1 and 50000
DPA Employee Sync
Parameter
Description
Import Folder
Type the location of user organization files imported to DPA.
Default Value: [data and logs directory]\DPA\ImportFiles
DPA Adherence Export
Parameter
Export Folder
Description
Type the location of the output files.
Default Value: [data and logs directory]\DPA\AdherenceFeed
DPA External Events Import
Parameter
Import Folder
Description
Type the location external event files are imported to DPA.
Default Value: [data and logs
directory]\DPA\ExternalEventFeed
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
273
Chapter 4 - Server Role Configuration and Administration
DPA Database Server Role Associations
DPA VCT Export
Parameter
Description
Export Folder
Type the location the VCT Extract program creates its output
files.
Default Value: [data and logs directory]\DPA\VCTOutput
DPA Database Server Role Associations
Associated
Roles
Mandatory
(M), Optional
(O) or If
Exists
Association
Scope
Association
Scope
Association
Scope
DPA Application
Mandatory
Enterprise
One-to-one
Automatic
Association
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
274
Chapter 4 - Server Role Configuration and Administration
External Servers and Their Roles
External Servers and Their Roles
Generally, external servers are older versions of the Recorder or Storage Servers that
pre-date the Enterprise Manager.
As with other servers, each external server contains a number of server roles.
NOTE
External server roles can be activated/deactivated as you would other
server roles. For details, see About Activating or Deactivating Server
Roles, page 156.
External servers can contain the following server roles (and related associations):

External Forecaster DB Server Role and Associations, page 276

Retriever Role and Associations, page 278

External Acquisition Recorder (former External ULTRA Recorder) Role and
Associations, page 278

External Screen Recorder Role and Associations, page 279

External Screen Storage Role and Associations, page 280

External Storage Role and Associations, page 281

External Telephony Playback Service Server Role and Associations, page 282

External Speech Transcription Service Server Role and Associations, page 283
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
275
Chapter 4 - Server Role Configuration and Administration
External Forecaster DB Server Role and Associations
External Forecaster DB Server Role and Associations
The External Forecaster DB server role is used for defining connection settings to RFS
Forecaster database for running the Forecaster reports from Workforce Management
(WFM).

External Forecaster DB Server Role, page 276

External Forecaster DB Server Role Associations, page 276
External Forecaster DB Server Role
Settings
Parameter
Description
SQL Server Name
The SQL Server Name on which the Forecaster database
exists. This field is left blank by default.
Port
The port on which the SQL Server is running.
Default: 1433
Database Name
The Database Name for the RFS Forecaster.
Default: c2s_forecast_release
External Forecaster DB Server Role Associations
This role has no associations to other roles.
External Recorder Server Role and Associations
The External server role represents legacy recorders that cannot be managed by
Enterprise Manager but need to be known by other components in the system in order
to play back calls recorded by those recorders.
Each of these recorders had an adapter that was used to play calls back from it. The
settings for this role define the URL resource and ports for the adapter.

External Recorder Server Role, page 277

External Recorder Server Associations, page 278
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
276
Chapter 4 - Server Role Configuration and Administration
External Recorder Server Role
External Recorder Server Role
Settings
Parameter
Description
Recorder Type
This is the type of external recorder
Default Value: MediaStore
Options:
Avaya - used for Avaya OEM recorders
Nortel - used for Nortel OEM recorders
MediaStore - used for MediaStore recorders
LegacyCAM - used for older CAM systems (version
7.7.x)
Replay URL Resource
The URL fragment used for replaying from the adapter
for this recorder.
Default Value:



Replay Port
If Avaya or Nortel recorder type, the default value is
'replay'
If Media Store, the default value is 'adapter/replay'
If Legacy CAM, the default value is 'ContactArchive/
replay'
The port which the adapter is listening for replay
requests
Default: 80
Options:
Any number between 0 and 65535
Replay SSL Port
The secure port which the adapter is listening for replay
requests
Default: 443
Options:
Any number between 0 and 65535
Adapter Host Address
Type the host name/IP Address for the adapter.
Note: This field is only visible if you select the Recorder
Type MediaStore; the adapter hostname/IP address is
required in order that calls are replayed from the
recorder
The adapter is a component that accepts a HTTP replay
request and pulls the call from the MediaStore recorder
via the UDP interface.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
277
Chapter 4 - Server Role Configuration and Administration
External Recorder Server Associations
External Recorder Server Associations
This role has no associations to other roles.
Retriever Role and Associations
This role is used to represent legacy Content Servers (Content Server in 7.8 and
Retriever in 7.7). This role is used to assist in playing back calls from these servers.

Retriever Role, page 278

Retriever Associations, page 278
Retriever Role
Settings
Parameter
Description
HTTP Port
The port which the retriever listens for requests.
Default: 8080 (for 7.7.x) and 50100 (for 7.8.x)
Options:
Any number between 0 and 65535
HTTPs Port
The secure port which the Retriever listens for requests.
This is not present on a 7.7 Retriever.
Default: 50150 (for 7.8.x) (not used for 7.7.x)
Options:
Any number between 0 and 65535
Retriever Associations
This role has no associations to other roles.
External Acquisition Recorder (former External ULTRA
Recorder) Role and Associations
This role is used to represent legacy Acquisition recorders that are not yet upgraded.
These recorders cannot be managed by Enterprise Manager but need to be known by
other components in the system in order to play back calls recorded by those recorders.
The External Acquisition Recorder instance ID represents the legacy Acquisition module
ID.

External Acquisition Recorder Role, page 279

External Acquisition Recorder Associations, page 279
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
278
Chapter 4 - Server Role Configuration and Administration
External Acquisition Recorder Role
External Acquisition Recorder Role
There are no settings for this role.
External Acquisition Recorder Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
External
Storage
Optional
Server
One-to-Many
If more than
one External
Storage roles is
associated to
the External
Acquisition
unit, use this
association to
indicate which
of the External
Storage roles is
the primary
search
location.
External Screen Recorder Role and Associations
This role is used to represent legacy screen recorders that are not yet upgraded. These
recorders cannot be managed by Enterprise Manager but need to be known by other
components in the system in order to play back calls recorded by those recorders. When
used for V9 upgrade, the External Screen Recorder instance ID represents the legacy
Acquisition module ID.

External Screen Recorder Role, page 279

External Screen Recorder Associations, page 280
External Screen Recorder Role
There are no settings for this role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
279
Chapter 4 - Server Role Configuration and Administration
External Screen Recorder Associations
External Screen Recorder Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
External
Screen
Storage
Mandatory
Server
One-to-one
The association
is required so
that the
Content Server
will know on
which External
Screen Storage
to find its
recorded
screen.
External Screen Storage Role and Associations
This role is used to represent an external location that sores recorded screens. This
location is not managed by Enterprise Manager but need to be known by other
components in the system in order to play back the stored screen files.

External Screen Storage Role, page 281

External Screen Storage Associations, page 281
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
280
Chapter 4 - Server Role Configuration and Administration
External Screen Storage Role
External Screen Storage Role
Settings
Parameter
Description
Storage Location
Set full UNC path of the storage location for screen files.
Default: SamData
External Screen Storage Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
External
Screen
Recorder
Mandatory
Server
One-to-one
The association
is required so
that the
Content Server
will know on
which External
Screen
Recorders
store their
screens in this
location.
External Storage Role and Associations
This role is used to represent an external location that stores recorded audio. This
location is not managed by Enterprise Manager but need to be known by other
components in the system in order to play back the stored audio files.

External Storage Role, page 282

External Storage Associations, page 282
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
281
Chapter 4 - Server Role Configuration and Administration
External Storage Role
External Storage Role
Settings
Parameter
Description
Storage Location
Set full UNC path of the storage location for audio files.
Default: OspData
External Storage Associations
Associated
Roles
Mandatory
(M),
Optional (O)
or If Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
Required or
used?
External
Acquisition
Recorder
Mandatory
Server
One-to-many
The association
is required so
that the
Content server
points to the
correct
External
Storage server
to find its
recorded
audio.
External Telephony Playback Service Server Role and
Associations
This role is used to represent an external location for Telephony Playback Service. Users
should be able to define the external role inside an already existing external server.
External Telephony Playback Service Server Role
This server role has no visible parameters.
External Telephony Playback Service Server Role Associations
This server role has no visible parameters.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
282
Chapter 4 - Server Role Configuration and Administration External Speech Transcription Service Server Role and Associations
External Speech Transcription Service Server Role and
Associations
For this server role, set language, vocabulary and timing for transcription values. You
should be able to define the external role inside an already existing external server.

External Speech Transcription Service Server Role, page 283

External Speech Transcription Service Associations, page 283
External Speech Transcription Service Server Role
Settings
Parameter
Description
Language
Set the transcription language of the External Speech
Transcription server.
Default: English
Vocabulary
Set the transcription vocabulary of the External Speech
Transcription server.
Default: United States
Number of Previous Days
to Transcribe Contacts
Set the number of previous days in which to transcribe
contact information from the External Speech
Transcription Server.
External Speech Transcription Service Associations
This role has no associations.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
283
Chapter 4 - Server Role Configuration and Administration
ACR Server Roles and Associations
ACR Server Roles and Associations
The following roles and associations are required for ACR deployments:

ACR Integration Server Role and Associations, page 284

ACR Recorder Server Role and Associations, page 284

ACR Replay Server Role and Associations, page 285
ACR Integration Server Role and Associations
This server role exists on Master and Standby servers in an ACR recording system. This
server role is required to obtain the CTI and Recording configuration (for example, data
sources and recording rules) from the Enterprise Manager application.
ACR Integration Server Role
There are no parameters for this server role.
ACR Integration Server Role Associations
This server role has no associations.
ACR Recorder Server Role and Associations
This server role represents an individual serial number in the ACR recording system.
Multiple instances of this server role can exist on a single ACR server.
Serial numbers are stored in records in the Contact Database. Serial numbers enable
the ACR system to locate and retrieve calls stored on an ACR server.
ACR Recorder Server Role
There are no parameters associated with this server role.
ACR Recorder Server Role Associations
This server role has no associations. The Content Server server role is associated to this
server role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
284
Chapter 4 - Server Role Configuration and Administration
ACR Replay Server Role and Associations
ACR Replay Server Role and Associations
This server role supports the recording replay interface in an ACR recording system. The
replay interface is responsible for both the retrieval and playback of recordings.
ACR Replay Server Role
ACR Replay Interface Configuration
Parameter
Description
HTTP Port
HTTP Port used to connect to the server for recording
retrieval and playback operations.
HTTPS Port
HTTPS Port used to the server for recording retrieval and
playback operations (used when connection to the
server is encrypted with SSL).
ACR Replay Server Role Associations
Associated
Roles
Mandatory,
Optional, If
Exists
Association
Scope
Association
Type &
Limits
Why is this
Association
required or used?
ACR
Recorder
Mandatory
Site Group
One-to-All
Dependency
enforcement.
The Content Server server role is associated to this server role.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
285
Chapter 4 - Server Role Configuration and Administration
Server Role Administration Procedures
Server Role Administration Procedures
This section describes the various administrative tasks you can perform when working
with server role nodes in the Installations tree. Note that all configuration settings for
individual server roles are documented in “Server Role Configuration and
Administration” on page 152.
Read the following topics to understand how to work with the server role nodes:

Create a Server Role from an Existing Role, page 286

Copy Server Role Settings, page 287

Establish One Server Role as Secondary to Another, page 288

Upgrade or Downgrade a Role, page 290
Create a Server Role from an Existing Role
Create a server role from an existing role to create one or more new instances of a
server role from a currently active server role.
Use this feature to create multiple instances of a role on a single server. Currently, this
feature is supported only for the Voice Acquisition Module (VAM) server role.
When you create a server role from an existing role, the new instance of the role has
configuration settings identical to the existing instance of the role.
You can use either the current configuration of the server role, or a default server role
configuration.
To create a server role from an existing server role:
1
Click System Management > Enterprise Management, and then select a
managed server that has the VAM role activated.
Note: If Create Role(s) From Existing does not display or is disabled, then this
functionality is not available.
2
Select a server role, and then click Create Role(s) From Existing. The Create
Role Options window displays.
3
Complete the Create Role Options window according to the following:
Item
Description
Number of server roles
Type the number of instances of this server role to be
created.
Copy existing server role’s
data and associations
Click to apply all server role data and role associations
from the selected role (to create an identical copy of the
role).
Use default data and
associations
Click to apply default values for server role data and
default role associations.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
286
Chapter 4 - Server Role Configuration and Administration
4
Copy Server Role Settings
Click Create to create the new server role(s). The new server role(s) then appear
under the Server icon.
Copy Server Role Settings
Copy server role settings to copy all or selected role settings from an active server role
to one or more active instances of a server role, of the same type and version, anywhere
in the installations hierarchy.
When you copy a server role’s settings, the Enterprise Manager locates for you all
possible target server roles installed in the enterprise (that is, it locates all server roles
that are of the same type and version as the role you are copying).
Use this feature if your environment requires the same server role to be configured
consistently across multiple servers. You can configure one instance of the server role
and then use that server role as a template and copy its configuration to other server
roles of the same type and version.
To perform this procedure, you must have the View Installation Hierarchy privilege and
the Edit Installation Hierarchy privilege with a scope covering the source managed
server and the target managed server. Note that some server roles cannot be copied
and do not support the copy server role functionality.
To copy role settings:
1
Click System Management > Enterprise Management > Settings.
2
In the Installations tree (left pane), select the managed server that contains the
server role(s) you want to copy.
If necessary, click the small arrow to the left of the Server node to expand the node
and display all of the server roles that are active on that server.
3
Select a server role, and then click Copy Role Settings. The Copy Role Settings
window displays. Roles that cannot be copied do not display.
Note: If the Copy Role Settings button does not display or is grayed out, then this
functionality is not available for this role (or you don’t have the appropriate
privileges to use this feature).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
287
Chapter 4 - Server Role Configuration and Administration
4
Establish One Server Role as Secondary to Another
Complete the Copy Role Settings window according to the following:
Item
Description
Target Roles
Displays all managed servers that have an active
Server role that is of the same type and version as the
role you are copying.
Select the managed server to which you want to copy
the role. If necessary, click the arrows to expand Site
Groups or Sites.
If there are no managed servers in the enterprise that
have an active Server role that is of the same type and
version as the role you are copying, a message
appears at the top of the screen indicating that no
matching server roles were found.
Available Sections
Lists the server role settings that you can copy by
section of the Server Role configuration screen.
Check only the sections that contain the server role
settings you wish to copy.
You can click Select All Sections to copy all of the
role settings.
You can click Select No Sections to copy none of the
role settings.
5
Click Copy. The copied server role settings appear under the target server role
settings.
WARNING
After you make any server role configuration changes, check for any
services or applications that require a restart, as discussed in “Viewing
and Continuing from the Service and Application Notification Pop-Up
Window” on page 165.
Establish One Server Role as Secondary to Another
You can select a server role and then establish another role of the same type and
version as its secondary role. This capability is also called "server role pairing."
In this situation, the server role configuration settings and associations of the primary
role are duplicated on the secondary role. Also, configuration changes made to the
primary server role are automatically applied to the secondary role.
Secondary roles are frequently used in recording environments to support failover, or
redundancy, between two managed servers. If the primary server fails, the secondary
server can automatically assume the functions of the primary. For example, if a primary
Recorder Server fails, the secondary Recorder Server operates as the backup and can
assume the recording of calls. With server pairing, the servers are not in operation at
the same time and load sharing does not occur between the two servers.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
288
Chapter 4 - Server Role Configuration and Administration
Establish One Server Role as Secondary to Another
To use this feature, you need to have Edit Installation Hierarchy privileges and also
privileges for the role.
In server role pairing, the following applies:



When a primary server role is updated (with information from the Settings tab), all
applicable updates are made automatically to the secondary server role.
Fields specific to the secondary role, such as an IP address, are not updated. Select
the Settings tab of the secondary role to edit the fields that are specific to the
secondary role.
Only active roles can be paired (that is, have a primary/secondary role
relationship). Deactivating a role removes the pairing.

A role cannot be paired with a role that is already paired.

When you unpair a primary role, the secondary role is also unpaired.
When you remove a primary role’s association to a Data Source or to Rules, the same
associations are also removed on the secondary role. When you add/associate a primary
Integration Service to a Data Source, the secondary role is also associated.


You cannot copy settings to a secondary role by using the Copy Role Settings
feature.
You cannot use the Create Role from Existing feature if a role is paired.
To establish one server role as secondary to another:
1
Click System Management > Enterprise Management > Settings.
2
In the Installations tree (left pane), select a primary role that can be paired, such as
Recorder Integration Service.
3
Click the Secondary Role tab. The Paired Secondary Role window displays,
showing all eligible role instances.
Note: If pairing is not available for this role, the Secondary Role tab does not
appear.
4
Select a secondary role to be associated to the primary role, keeping the following
in mind:



5
There can be only one secondary role instance for each primary instance, and
only one primary per secondary instance.
All associations to the role (such as an association to a Recorder) are copied
from the primary to the secondary role.
Associations for the secondary role are disabled, including phone extensions in
Member Groups.
Click Save.
NOTE
6
If you make changes to the secondary role and click Save, the changes
are not passed to the primary role.
If you later decide to unpair the role, select the primary role, and then uncheck the
secondary role in the Secondary Role window.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
289
Chapter 4 - Server Role Configuration and Administration
WARNING
Upgrade or Downgrade a Role
After you make any server role configuration changes, check for any
services or applications that require a restart, as discussed in Viewing and
Continuing from the Service and Application Notification Pop-Up Window.
Upgrade or Downgrade a Role
For information about server role upgrades and rollbacks, see “Upgrade or Roll Back a
Server Role” on page 356.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
290
Chapter 5
Enterprise Manager Location
Settings
An Enterprise Manager server operates as an authentication server for the Enterprise
Manager Agent (EMA) and Recorder Manager (RM) applications that reside on the
managed servers.
Specifically, the EMA and RM applications authenticate every message sent to them by
calling a web service on the Enterprise Manager. To call this web service and accomplish
the authentication, the EMA and RM must connect to the Enterprise Manager server.
Use the Enterprise Manager Location settings to specify the Enterprise Manager server
address and port to which the EMA and RM applications on the managed servers connect
to accomplish this authentication.
You can click the Update Enterprise Manager Location button to propagate the
Enterprise Manager Location settings to all EMA and RM applications on all managed
servers in the enterprise.
Also, if you are replacing your current Enterprise Manager application, you can use the
Update Enterprise Manager Location button to specify a different Enterprise
Manager server to handle authentication calls from EMAs and Recorder Managers.
IMPORTANT
If you have deployed managed servers in a cluster, the Enterprise
Manager Location settings must specify the server name and the port of
the load balancing device that is the entry point to the cluster.
For more information about these settings, see “Security (Authentication and
Authorization)” on page 343.
Chapter 5 - Enterprise Manager Location Settings
To update the Enterprise Manager Location Settings:
1
Click System Management > General Settings > Enterprise Manager
Location. Details of the Enterprise Manager Server display.
2
Review fields according to the following:
Field
Description
EM Server Name
Enter the host name, IP address, or Fully-Qualified Domain Name
(FQDN) of the Enterprise Manager server that you want to handle
authentication calls from EMA/Recorder Manager.
Note: If you are creating a server cluster, enter the host name, IP
address, or Fully-Qualified Domain Name (FQDN) of the load
balancing device that serves as the entry point to the cluster.
Port Number
Specify port 80. The EMAs and Recorder Managers use this port
when making authentication calls to the Enterprise Manager server
in environments where SSL is not used to encrypt communication
between servers.
Note: If you are creating a server cluster, enter the port number
on which the load balancing device that serves as the entry point
to the cluster listens for connections. You should configure the
load balancer to listen for HTTP connections on port 80.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
292
Chapter 5 - Enterprise Manager Location Settings
EM Server Updated Status Screen
Field
Description
SSL Port
Number
Specify port 443. The EMAs and Recorder Managers use this port
when making authentication calls to the Enterprise Manager server
in environments where SSL is used to encrypt communication
between servers.
Note: If you are creating a server cluster, enter the port number
on which the load balancing device that serves as the entry point
to the cluster listens for connections. You should configure the
load balancer to listen for HTTPS connections on port 443.
Context
Specifies the part of the Enterprise Manager URL that indicates the
application context for the request. For example, for the URL
http://enterprisemanager1/wfo the correct context entry is:
/wfo
The default setting is /wfo.
3
Click Save to save the settings.
4
Click Update Enterprise Manager Location to send the update to all managed
servers in the organization.
The EM Server Updated Status screen indicates whether the update was sent
successfully.
EM Server Updated Status Screen
After you click the Update Enterprise Manager Location to send the updated
Enterprise Manager location to all managed servers in the organization, the EM Server
Updated Status screen displays to indicates the status (success or failure) of the
update.
If the update failed, it is likely that there is a communication problem between the
Enterprise Manager and a managed server. See “Common Troubleshooting Issues and
Procedures” on page 304 for information about resolving communication problems with
managed servers.
Click the Done button to close the EM Server Updated Status screen.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
293
Chapter 6
Log Collection with
Information Collector
A server role is comprised of individual components. Most server role components
produce their own log files. These component log files are useful in troubleshooting
scenarios where you need to examine the activity that occurred on a server.
To support troubleshooting efforts, you can use the Enterprise Manager Information
Collector feature to do the following:


Package the server role component log files, and other important files, from a single
server into one log collection zip file.
View the contents of this zip file, or download the zip file and then extract the
individual files to analyze them.
You must have the Edit Installation Hierarchy user privilege on a server to use the
Information Collector to collect log files from that server.
This section discusses the following topics related to the Information Collector and the
log collection process:

Log Collection Zip Files, page 295

Information Collector Usage Notes, page 297

Create and Download Log Collection Zip Files, page 299
Chapter 6 - Log Collection with Information Collector
Log Collection Zip Files
Log Collection Zip Files
You can create and download one log collection zip file for each server. This topic
discusses these important aspects of log collection zip files:

Zip File Creation, page 295

Zip File Contents, page 295

Zip Filename Format, page 295
Zip File Creation
To instruct a managed server to collect logs and other files and aggregate this data into
a zip file, you perform the procedure described in “Create and Download Log Collection
Zip Files” on page 299.
The Enterprise Manager Agent (EMA) application on the managed server performs the
log file collection, aggregates the files into a single log collection zip file and streams the
zip file to the browser. The web browser displays a prompt, from which you can
download or view the contents of the zip file.
Zip Filename Format
A log collection zip file has this filename format:
<servername>-<timestamp>.zip


<servername> is the name of the server on which the zip file was created (this
name appears in the Name field of the System Management > Enterprise >
Settings tab for the server).
<timestamp> indicates the time the zip file was created in this format: yearmonth-day-hour-minute-second.
For example, a log collection zip filename looks like this: ServerName1-2012-10-2315-27-22.
Zip File Contents
The contents of a log collection zip file vary depending on the server roles you select in
the Information Collector during the log file collection process.
A log collection zip file contains one subdirectory for each server role component for
which the Information Collector collects data. For each server role, the Information
Collector collects data for different server role components.
For example, assume the Information Collector collects data for a server role with these
components: Enterprise Manager Agent, Workforce Optimization, Crypto SDK, and UCM.
In this case, the log collection zip file contains these files and subdirectories:


collection.log file - Lists the actions taken by the Information Collector to create
the log collection zip file. Essentially, this is a log file of the log collection zip file
creation process.
Enterprise Manager Agent subdirectory - Contains subdirectories that include
active and acknowledged alarm files for the server, server role XML files, component
log files, and more.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
295
Chapter 6 - Log Collection with Information Collector



Log Collection Zip Files
Workforce Optimization subdirectory - Contains subdirectories that include
configuration and log files related to the application server.
Crypto SDK subdirectory - Contains files related to KMS and encryption key
configuration.
UCM subdirectory - Contains records of UCM activity, CMS.log files, and
Distribution.log files.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
296
Chapter 6 - Log Collection with Information Collector
Information Collector Usage Notes
Information Collector Usage Notes
This section includes important notes about Information Collector usage and
performance. Review the following topics before running the Information Collector.

Web Browser Connectivity, page 297

Determine the Logs that Are Associated with Each Server Role, page 297

20-Server Collection Limit, page 297

Collection Limit is 5 GB of Uncompressed Data, page 298

Enterprise Manager Agent Compatibility, page 298

Target Server Disk Space Requirement, page 298

Zip File Download, page 298

Hidden Server Role Log Collection, page 298
Web Browser Connectivity
To create and download log collection zip files, you access the Information Collector with
a web browser. Note the following:


The web browser from which you access the Information Collector must make a
direct connection to the managed server from which you will collect information.
The web browser makes this connection to the managed server on the host name
and port specified on that server’s System Management > Enterprise > Settings tab.
The default ports for this connection are 80 for HTTP and 443 for HTTPS.
If a firewall configuration prevents your web browser from connecting to a managed
server on the ports specified on the server’s Settings tab, use the web browser that
is installed on the application server that hosts the Enterprise Manager application
to access and run the Information Collector.
NOTE
Any DNS problem that prevents the web browser from connecting to the
managed server using the server host name specified on the server’s
Settings tab will prevent the Information Collector from functioning
properly.
Determine the Logs that Are Associated with Each Server Role
If you know the name of a log file you want to collect, but are not certain which server
role produces the log, consult the Log Reference File.
The Log Reference File lists the individual log files that are associated with each server
role.
20-Server Collection Limit
The maximum number of servers from which you can collect information on a single
running of the Information Collector is 20.
A server counts toward the 20-server limit even if only one server role is selected on the
server.
To collect information from more than 20 servers, run the Information Collector multiple
times.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
297
Chapter 6 - Log Collection with Information Collector
Information Collector Usage Notes
Collection Limit is 5 GB of Uncompressed Data
The maximum amount of data you can collect in a single running of the Information
Collector is 5 GB of uncompressed data.
NOTE
Any resulting Information Collector zip file will be considerably smaller
than 5 GB. The 5 GB limit applies to the amount of data you can collect
before the data is zipped.
If you attempt to collect more than 5 GB of uncompressed data, an error message
appears indicating the size of the files to be collected exceeds 5 GB.
If you see this error message, select fewer server roles and run the Information
Collector again.
Enterprise Manager Agent Compatibility
The Information Collector can collect information from managed servers of these
releases:

Avaya 12 SP1 HFR 4 release or later
Information Collector cannot function with servers from earlier releases.
Target Server Disk Space Requirement
The managed server from which you are collecting information must have at least 1 GB
of available disk space on the drive or partition that contains the Data directory.
Zip File Download
When downloading a Log Collection zip file, note the following:



Once you begin downloading a zip file, you cannot pause the download process.
If an error occurs before the zip file download begins, an error message appears
indicating a problem occurred. In this case, you may need to use the browser Back
button to return to the Collection window containing the list of servers.
If the zip file download begins, and then an error occurs, no message displays
indicating the error occurred. In this case, the zip file is likely corrupted. Examine
the Enterprise Manager and Enterprise Manager Agent log files to determine the
cause of the error.
Hidden Server Role Log Collection
If a server has hidden server roles (roles not visible in the user interface), and you
select one or more server roles on that server, information for all of the hidden server
roles is also included in the log collection zip file.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
298
Chapter 6 - Log Collection with Information Collector
Create and Download Log Collection Zip Files
Create and Download Log Collection Zip Files
Review “Information Collector Usage Notes” on page 297 before performing this
procedure. There are some limits on the amount of data you can collect in a single
running of the Information Collector.
To create and download log collection zip files:
1
Click System Monitoring > Log > Information Collector.
2
(Optional) In the Collect between setting, specify a time range that you want to
apply to the server role components that are configured to support date and time
range collection. For these server role components, information is collected only for
activity that occurred in the specified time range.
The default and maximum time range you can specify is 48 hours.
IMPORTANT
The Collect between setting is only valid for server role components that
are specifically configured by technical support to support date and time
range collection.
If a server role component is not configured to support date and time
range collection, Information Collector collects all available information for
that server role component regardless of any dates or times specified in
the Collect between setting.
The primary purpose of the Collect between setting is to prevent
components that regularly generate large amounts of information from
adversely affecting Information Collector performance.
For more details about this setting, see “Information Collector Collect
Between Setting” on page 387.
To specify a date and time range:
a. Click the Calender icon
range selector.
to the right of the two text boxes to launch the date
b. In the From: calender, select the date and time that specifies the beginning time
for which Information Collector will collect information from server role
components configured to support date and time range collection.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
299
Chapter 6 - Log Collection with Information Collector
Create and Download Log Collection Zip Files
c. In the To: calendar, select the date and time that specifies the end time for
which Information Collector will collect information from server role components
configured to support date and time range collection.
NOTE


3
If a server role component is configured to support date and time
range collection, and the Collect between values are left empty, the
Information Collector collects information for the most recent 48 hour
period (the default and maximum time period).
The Information Collector applies a buffer of 15 minutes to both the
From: and the To: setting. For example, if you specify 10:00 AM in
the From: setting and 10:00 PM in the To: setting, the Information
Collector collects files produced from 9:45 AM to 10:15 PM.
The Information Collector applies this buffer to ensure that any log
files that are rolling over at the beginning and ending collection times
are included in the log collection zip file. The Information Collector
also collects the first log file that is created after the To: time to
ensure that all rolled over logging data is collected.
In the Installations Tree, select the servers or individual server roles for which you
want to collect component log files (and other files). For any given server, you can
select all server roles or a subset of server roles. Note the following:



If you select any parent node (Enterprise, Site Group, Site, or Server), all child
nodes beneath the parent node are automatically selected.
When you select server roles on more than one server, a separate log collection
zip file will be created for each server. You create and download the individual log
files one-at-a-time in a subsequent step.
The maximum number of servers from which you can collect information on a
single running of the Information Collector is 20.
A server counts toward the 20-server limit even if only one server role is
selected on the server.
To collect information from more than 20 servers, run the Information Collector
multiple times.

If a server has hidden server roles (roles not visible in the user interface), and
you select one or more server roles on that server, information for all of the
hidden server roles is also included in the log collection zip file.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
300
Chapter 6 - Log Collection with Information Collector

4
Create and Download Log Collection Zip Files
If a server node cannot be selected, that server is a release that is earlier than
11.1 SP 1 HFR 4. For more information, see “Enterprise Manager Agent
Compatibility” on page 298.
Click the Collect button.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
301
Chapter 6 - Log Collection with Information Collector
5
In the Collection window, click the Download arrow associated with one of the
listed servers.
IMPORTANT
6
Create and Download Log Collection Zip Files
If you see a message indicating size of the files collected exceeds 5
GB you are trying to collect data from too many server roles in a single
running of the Information Collector. In this case, run the Information
Collector again, but select fewer server roles in step 2 of this process.
You are prompted to Open or Save the log collection zip file:


Click Open to view and access the contents of the log collection zip file.
Click Save to save (download) the log collection zip file to a local or network
drive.
IMPORTANT
At this point, the web browser begins reading compressed data sent from
the server and assembling the zip file. There may be a brief delay while
this process occurs before you can view or download the zip file.
7
Repeat steps 5 and 6 to create and download (or view) each remaining log
collection zip file that displays in the Collection window.
8
Click Close after you have downloaded the last log collection zip file.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
302
Chapter 7
Enterprise Manager
Troubleshooting
This chapter discusses common issues with the Enterprise Manager and the solutions to
those issues. This chapter includes these topics:

Common Troubleshooting Issues and Procedures, page 304

Collect Logs in Troubleshooting Scenarios, page 317

Using Advanced Mode, page 318
Chapter 7 - Enterprise Manager Troubleshooting
Common Troubleshooting Issues and Procedures
Common Troubleshooting Issues and
Procedures
This section discusses common issues related to Enterprise Manager and the solutions
for these issues. These issues include:

A Server’s Alarms Display after the Server is Deleted, page 304

Alarm Configuration Errors in the Active Alarms Window, page 305

Browsing Directly to Recorder Manager or Enterprise Manager Agent, page 305




Changing System Time to a Future Time Causes Enterprise Manager Tasks to Stop
Functioning, page 306
Configuration Changes Remain in the Queued State and Do Not Change to the
Pending Message State, page 307
Enterprise Manager Distributes Configuration Changes Slowly When Deployed on an
Application Server Cluster, page 308
NIC Configuration Change or IP Address Change Causes Message Distribution to
Stop, page 308

Ensuring All Configuration Changes Are Implemented on a Server, page 309

Enterprise Manager Server Cluster Not Functioning Correctly, page 310

Error Message Indicates Failed To Authenticate, page 311



Error Message Indicates the IP Address of the Server Could Not Be Determined,
page 313
Error Message Indicates Unknown Host, page 314
When Configuring A Server Role an Error Indicates Directories Weren’t Created,
page 315
A Server’s Alarms Display after the Server is Deleted
Problem:
You delete a server from the Installations tree, but alarms for the server continue to
display in the Active Alarms window after the server is deleted.
Solution:
If you delete a server from the Installations tree while the server has active alarms, the
alarms continue to display in the Active Alarms window even after the server is deleted.
To clear the alarms, you must manually acknowledge each alarm as described in the
System Monitoring, Messaging, and Alarms Guide .
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
304
Chapter 7 - Enterprise Manager Troubleshooting
Alarm Configuration Errors in the Active Alarms Window
Alarm Configuration Errors in the Active Alarms Window
Problem:
Alarm Configuration Errors appear in the Active Alarms tab available from either the
Enterprise Manager Agent (EMA) application or the Recorder Manager (RM) application.
Solution:
To solve this problem, activate the Framework Applications server role on the server that
hosts the Enterprise Manager application.
Alarm Configuration Errors can occur when the Enterprise Manager service is running
but the Framework Applications server role is not yet activated on the server that hosts
the Enterprise Manager.
The Enterprise Manager service must be running before you can activate server roles
from Enterprise Manager. It is possible for various Alarm Configuration Errors to appear
during the period that elapses between the time the Enterprise Manager application is
installed and the time that the Framework Applications server role is activated.
Alarm Configuration Errors will also appear if the Framework Applications server role is
deactivated at any time.
Browsing Directly to Recorder Manager or Enterprise
Manager Agent
Normally, you launch the Recorder Manager (RM) application and the Enterprise
Manager Agent (EMA) application from within the Enterprise Manager application, as
discussed in Launch a Recorder Manager on a Recorder Server, page 53.
When you launch the RM or EMA from within Enterprise Manager, you are automatically
authenticated by the RM or EMA based on the credentials you entered when logging in
to the Enterprise Manager application. See Security (Authentication and Authorization),
page 343 for more information.
You can also browse directly to the RM application or the EMA application on a managed
server by entering the URL for the application in a web browser. You can then log in to
either the RM or EMA directly through the RM or EMA login screen.
When the RM or EMA is accessed directly, the username used to access the RM or EMA is
preserved on the RM or EMA login screen and is visible to the next user who accesses
the application by browsing directly to the application. This user name is passed to the
web browser in a cookie.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
305
Chapter 7 - Enterprise Manager Troubleshooting Changing System Time to a Future Time Causes Enterprise Manager Tasks
If you have several administrators accessing RMs and EMAs directly, you must perform
the procedure below to prevent an administrator from seeing the username of the
previous administrator who accessed the application. This procedure suppresses cookies
and prevents the username from being passed to the web browser.
1
Use a text editor to open the following file on the computer that hosts Enterprise
Manager: <install directory>\software\conf\applications\EMA and
RM\ConfigManager.xml
2
Add the following property to the existing properties:
<Property name=”system/suppressCookieEnabled”>true</Property>
3
Restart the Tomcat service on the managed server.
4
After performing the steps above, delete cookies from your Internet Explorer
browser. Also, instruct anyone else who has previously browsed directly to the EMA
or RM to delete cookies from Internet Explorer.
Changing System Time to a Future Time Causes
Enterprise Manager Tasks to Stop Functioning
Problem:
You change the time of the system on which Enterprise Manager operates to a time in
the future, and then you change the system time back to the current time.
Enterprise Manager then stops performing common tasks such as sending configuration
messages, collecting alarm summaries from the managed servers, and gathering
auditing information from the managed servers.
Solution:
Changing the time of the Enterprise Manager system to a future time causes Enterprise
Manager timer tasks (such as messaging and alarm collection) to stop running until the
system catches up to the future time set by the user.
The tasks will not run until the future time arrives even if you set the system time back
to the present time.
In this scenario, the user has two options regarding the tasks that are stopped:


If the future time was set to only a few minutes in the future, you do not need to
take any action. The Enterprise Manager tasks will automatically begin functioning
within a few minutes when the system time catches up to the future time.
If the future time was set to an hour or more, you should return the system time to
the present time and then restart the wfo service on the Enterprise Manager
system. The Enterprise Manager timer tasks will begin functioning again
immediately after the wfo service restart.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
306
Chapter 7 - Enterprise Manager Troubleshooting Configuration Changes Remain in the Queued State and Do Not Change to
IMPORTANT
Even after the wfo service restarts, the Enterprise Manager will not
resume gathering audit entries from the managed servers until the system
time catches up to the future time (although all other Enterprise Manager
tasks will function properly). If you have mistakenly set the future time to
months or years in the future, contact product support. You must update
the database to enable the auditing system to resume functioning
immediately. Update the database only under the direction of product
support.
Configuration Changes Remain in the Queued State and
Do Not Change to the Pending Message State
Problem:
A problem can occur where configuration changes are placed into the queued state but
do not move to the pending messages state. As a result, the configuration changes
made from Enterprise Manager are not sent to the managed servers.
NOTE
For more information about how Enterprise Manager handles the
configuration change process, see “Handling of Configuration Changes by
the Enterprise Manager” on page 337 and “Enterprise Manager Agent” on
page 340.
Solution:
This problem occurs if you have enabled a Custom Data field and used the Custom Data
field in a business rule, but neglected to map the Custom Data field to an Attribute.
Specifically, this problem occurs in the following configuration scenario:
1
From the Interactions > Administration > Custom Data menu, you enable a
Custom Data field.
2
You neglect to map the enabled Custom Data field to an Attribute in the Recording
Management > Custom Data > Custom Data tab. (The failure to perform this
task causes the problem.)
3
You then include the Custom Data field in a Calculated Custom Data rule and save
it. At this point, the messages will remain in the queued state and will not move into
the pending messages state.
To fix this problem, go to the Recording Management > Custom Data > Custom
Data tab, map the Custom Data field to an attribute and save it.
After performing this task, the Enterprise Manager will begin operating as normal and
the queued configuration messages will move to the pending message state.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
307
Chapter 7 - Enterprise Manager Troubleshooting
Enterprise Manager Distributes Configuration Changes Slowly When
Enterprise Manager Distributes Configuration Changes
Slowly When Deployed on an Application Server Cluster
Problem:
In large environments with many servers, the Enterprise Manager application is often
deployed on an application server cluster.
In such an environment, the Enterprise Manager application may exhibit slow
performance when sending configuration changes to managed servers.
Solution:
You can improve the Enterprise Manager configuration message distribution
performance by increasing the number of threads it uses to distribute configuration
messages. It is recommended that you increase the number of threads to 10 (the
default setting is 5). Follow the procedure below:
1
Click System Management > General Settings > General.
2
Scroll down the General Settings window until EM Reliable Messaging displays. (If
necessary, click the small arrow to the left of EM Reliable Messaging to display
the related configuration settings.)
3
In the Maximum Number of Threads field, enter 10.
4
Click Save.
5
Restart each of the application servers in the application server cluster that hosts
the Enterprise Manager application.
NIC Configuration Change or IP Address Change Causes
Message Distribution to Stop
Problem:
After you make system level changes in the Windows operating system of a server, the
Enterprise Manager cannot distribute configuration messages to that server.
Examples of system level changes include:

Adding an additional NIC

Changing the configuration of the existing NIC

Changing the IP address
Solution:
Restart the server on which the Windows system level changes were made.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
308
Chapter 7 - Enterprise Manager Troubleshooting
Ensuring All Configuration Changes Are Implemented on a Server
Ensuring All Configuration Changes Are Implemented
on a Server
When you use Enterprise Manager to make configuration changes to a managed server,
the configuration changes are not applied to the managed server instantaneously.
Enterprise Manager places configuration changes in a queue, converts the changes to
configuration messages, and then sends them on the network to a managed server. The
managed server then implements (or applies) the configuration changes. This
configuration change process can result in a small delay between the time you make a
configuration change in Enterprise Manager and the time that this configuration change
is applied to the managed server.
NOTE
For more details on the configuration change process, see “Handling of
Configuration Changes by the Enterprise Manager” on page 337 and
“Enterprise Manager Agent” on page 340.
The procedure below explains how to verify that all configuration changes that you have
made from Enterprise Manager are implemented on a managed server.
1
Select System Management > Enterprise > Settings and in the Installations
tree (left-hand pane), select the server.
2
Check to see if the Pending Messages (asterisk) icon
pane of a screen associated with the server.
NOTE
displays in the right-hand
The Pending Messages icon can appear on any screen accessible from
these Enterprise Manager menus:
System Management > Enterprise
System Monitoring > System Monitor

Recording Management > Data Sources
For more information on this icon, see “The Configuration Messages Status
Icon” on page 149.


If the Pending Messages icon
does not display, all of the configuration messages
have been sent from the Enterprise Manager to the managed server. Go to step 4.
If the Pending Messages icon displays, go to step 3.
3
If the Pending Changes icon displays, check the status of configuration messages.
To do this:
a. Select System Management > Enterprise > Configuration Status and in
the Installations tree (left-hand pane), select the managed server that is the
target for the configuration changes.
b. Select the View Message Status button (if it displays in the lower-right corner
of the screen).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
309
Chapter 7 - Enterprise Manager Troubleshooting
Enterprise Manager Server Cluster Not Functioning Correctly
c. In the Status column, check to see if any messages have either the Pending or
Retrying status.
If there are no messages with either the Pending or Retrying status, all of the
configuration messages have been sent from the Enterprise Manager to the
managed server. Go to step 4.
If there are messages with the Pending or Retrying status, you must wait for
those messages to disappear from the Configuration Status screen before
proceeding to step 4.
4
Open the Enterprise Manager Agent (EMA) application on the managed server.
To open the EMA application, enter the following URL in your web browser:
http://servername/EMA
where servername is the host name of the managed server on which the EMA (or
Tomcat server) listens for connections. For example:
http://recorderserver1/EMA
5
In the EMA application, select Status > System Monitor.
In the Status Messages section at the bottom of the screen, verify that there are
status messages that indicate the configuration changes are applied on the
managed server.
6
In the Enterprise Manager application, determine if the server has active alarms and
resolve any active alarms on the server, including any alarm that indicate a service
restart is needed.
For information about viewing and resolving active alarms on a server, see the
System Monitoring, Messaging, and Alarms Guide.
When you have completed all of these steps, a managed server’s configuration is up-todate and is applied on the server.
Enterprise Manager Server Cluster Not Functioning
Correctly
Problem:
After creating a server cluster that supports the Enterprise Manager application, the
server cluster is not functioning correctly.
Solution:
When creating a server cluster that supports the Enterprise Manager application, it is
mandatory that the servers be added to the cluster in the Enterprise Manager
application before they are added to the load balancing device that supports the cluster.
If the servers are added to the load balancing device before they are added to the server
cluster in the Enterprise Manager application, the cluster will not function correctly.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
310
Chapter 7 - Enterprise Manager Troubleshooting
Error Message Indicates Failed To Authenticate
If you added the servers to the load balancer before adding them to the cluster in
Enterprise Manager, there are two possible solutions to the problem. Do one of the
following:


Manually refresh the configuration cache on each of the servers in the cluster. To
refresh a server’s cache, see “Using Advanced Mode” on page 318 and “Manually
Refreshing a Server’s Configuration Cache” on page 319.
Set up the server cluster again from scratch. When setting up a server cluster that
supports the Enterprise Manager application, follow the procedure described in
“Create an Application Server Cluster (step-by-step)” on page 135. Perform the
steps of this procedure exactly in the order described.
Error Message Indicates Failed To Authenticate
Problem:
An error message appears that includes the following text:
Failed to authenticate
NOTE
Additional text may appear in the error message along with the “failed to
authenticate” text.
A “failed to authenticate” error message indicates that the Enterprise Manager was able
to connect to either the Enterprise Manager Agent (EMA) or Recorder Manager (RM)
application on a managed server, but that the EMA or RM could not authenticate the
Enterprise Manager connection.
NOTE
For more information about this authentication process, see “Security
(Authentication and Authorization)” on page 343.
This error may appear in the System logs or on these Enterprise Manager tabs:

System Management > Enterprise > Settings

System Management > Enterprise > Configuration Status

System Monitoring > System Monitor > Alarm Status
Solution:
A failed to authenticate error message usually appears because of one of these two
problems:


The EMA on the managed server cannot connect to the Enterprise Manager because
of a firewall or network configuration issue.
The Enterprise Manager location settings to which the managed server has access
do not match the settings in the Enterprise Manager Location tab.
To solve either of these problems, you must know the connectivity settings specified for
the Enterprise Manager application in the Enterprise Manager Location tab.
To view these settings, select System Management > General Settings >
Enterprise Manager Location. The Enterprise Manager listens for connections from
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
311
Chapter 7 - Enterprise Manager Troubleshooting
Error Message Indicates Failed To Authenticate
managed servers on the server name and port specified in the Enterprise Manager
Location tab, as discussed in “Security (Authentication and Authorization)” on page 343.
Network Configuration Issues
Network configuration issues are one possible cause of a failed to authenticate error
message.
To complete the authentication process, all networks that are between the managed
server and the Enterprise Manager application must allow communication on the port
specified in the Enterprise Manager Location tab. For example, if a firewall anywhere
between the managed server and the Enterprise Manager blocks HTTP communication
on the port (default 80) specified in the Enterprise Manager Location tab, the EMA on
the managed server cannot connect to the Enterprise Manager to complete the
authentication process. The inability to complete this connection results in the failed to
authenticate message. Ensure that all networks and firewalls between the managed
server and the Enterprise Manager allow HTTP communications to the server name and
port specified in the Enterprise Manager Location tab.
Enterprise Manager Location Settings
Incorrect Enterprise Manager Location settings are a second possible cause of a failed to
authenticate error message.
The authentication process can also fail if the Enterprise Manager location settings
stored in the AuthConfig.xml file on the managed server are different than those
specified in the System Management > General Settings > Enterprise Manager
Location tab. A managed server uses the Enterprise Manager location settings specified
in the AuthConfig.xml file to connect to the Enterprise Manager to complete the
authentication process.
NOTE
For details about the AuthConfig.xml file, see “Security (Authentication
and Authorization)” on page 343.
Use the procedure below to view the AuthConfig.xml file on the managed server to
ensure that the Enterprise Manager location values specified in that file match those
specified in the Enterprise Manager Location tab.
1
Use the Remote Desktop Connection tool to access the managed server. (From the
Windows desktop, select Start > Programs > Accessories > Remote Desktop
Connection).
2
Use a text editor or web browser to open the AuthConfig.xml file on the managed
server. The AuthConfig.xml file is in the following location on the managed server:
<install directory>\software\Conf\applications\AuthConfig.xml
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
312
Chapter 7 - Enterprise Manager Troubleshooting
3
Error Message Indicates the IP Address of the Server Could Not Be
In the AuthConfig.xml file, ensure that the values for the following XML tags
match the corresponding values in the Enterprise Manager Location tab, as
described below:




The value of the <Primary-Server-Host> XML property tag must match the
value of the EM Server Name field in the Enterprise Manager Location tab.
The value of the <Primary-Server-Port> XML property tag must match the
value of the Port Number field in the Enterprise Manager Location tab.
The value of the <Primary-Server-SSLPort> XML property tag must match
the value of the SSL Port Number field in the Enterprise Manager Location
tab.
The value of the <Primary-Server-Context> XML property tag must match
the value of the Context field in the Enterprise Manager Location tab.
If the value of an XML property tag does not match the corresponding value in the
Enterprise Manager Location tab, use an XML or text editor to edit the value in
the AuthConfig.xml file so that it matches the corresponding value in the
Enterprise Manager Location tab.
4
If you changed the AuthConfig.xml file, save the file.
To test the settings specified for the XML tags in the AuthConfig.xml file, construct a
URL consisting of the values provided for the XML property tags in the AuthConfig.xml,
as indicated below:
http://<Primary-Server-Host>/<Primary-Server-Context> -orhttps://<Primary-Server-Host>/<Primary-Server-Context>
For example: http://emserver/wfo
Enter the URL in a web browser. If you can access the Enterprise Manager successfully
using a URL constructed from the values specified in the AuthConfig.xml file, the
managed server should be able to successfully authenticate with the Enterprise
Manager. If you continue to see a failed to authenticate error message, check the logs
on the EM or RM for other error messages.
Error Message Indicates the IP Address of the Server
Could Not Be Determined
Problem:
An error message containing the following text appears:
The IP address of the server could not be determined by the system.
This error indicates that the Enterprise Manager is unable to connect to a managed
server.
This error may appear in the System logs or on these Enterprise Manager tabs:

System Management > Enterprise > Settings

System Management > Enterprise > Configuration Status

System Monitoring > System Monitor > Alarm Status
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
313
Chapter 7 - Enterprise Manager Troubleshooting
Error Message Indicates Unknown Host
Solution:
This problem usually indicates that the Domain Name Server (DNS) does not have an
entry for the host name entered on a managed server’s Settings tab or that a firewall is
blocking the connections between the Enterprise Manager and a managed server.
The solution to this problem is the same solution that is described in the topic “Error
Message Indicates Unknown Host” on page 314.
Error Message Indicates Unknown Host
Problem:
An error containing the following text appears:
Unknown Host. Please check the values and try again.
This error indicates that the Enterprise Manager is unable to connect to a managed
server.
This error may appear in the System logs or on these Enterprise Manager tabs:

System Management > Enterprise > Settings

System Management > Enterprise > Configuration Status

System Monitoring > System Monitor > Alarm Status
Solution:
A managed server’s host name is entered in the Server Name field on the System
Management > Enterprise > Settings tab for the managed server.
The Unknown Host error often indicates that the Domain Name Server (DNS) does not
have an entry for the host name entered the Settings tab.
To address this problem, first ping the host name that is specified on the managed
server’s Settings tab. If the ping fails, the problem is likely caused by one of these two
issues:

An incorrect host name is specified in the managed server’s Settings tab

A firewall is blocking the connection to the host name
To fix this problem, do one of the following:


Specify the correct host name for the managed server in the Server Name field on
the System Management > Enterprise > Settings tab for the managed server.
If necessary, contact the enterprise’s IT department to determine the correct host
name for the server.
Configure any firewall between the Enterprise Manager application and the
managed server to allow HTTP connections between the Enterprise Manager and the
managed server. The Enterprise Manager communicates with a managed server
using HTTP on default port 80 (or HTTPS port 443). For more information, see
“Communication Over HTTP(S)” on page 333.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
314
Chapter 7 - Enterprise Manager Troubleshooting
When Configuring A Server Role an Error Indicates Directories Weren’t
When Configuring A Server Role an Error Indicates
Directories Weren’t Created
Problem:
You select a Server Role node in the Enterprise Manager Installations tree. The page
containing the server role settings (in the right-hand pane) does not load immediately
and when it does load the settings are blank. The web browser returns a javascript error
and an error message similar to the one below appears at the top of the right-hand pane
in Enterprise Manager:
Could not display settings because of an internal error. The system was unable
to create some of the directories in this directory path:
C:\WFO\Software\ProductionServer\weblogic10sp3\WFO\ProductionDomain\xmlui\page
_model\_screen\generated. You must manually create the directories that
weren’t created. Contact the system administrator or consult the
Troubleshooting section of the Enterprise Manager Configuration and
Administration Guide.
NOTE
The directory path displayed in the error message will reflect the
installation path used in your environment and may vary slightly from that
shown in the example.
Solution:
This problem is sometimes seen the first time you configure a server role.
The workaround for this problem is to manually create the directories that were not
created by the system. After manually creating the directories, access the Server Role
node again in the Enterprise Manager Installations tree. The Server Role settings will
appear correctly in the right-hand pane.
The steps below describe the workaround in detail:
1
To manually create the directories, first examine the directory path reported in the
error message. For example:
C:\WFO\Software\ProductionServer\weblogic10sp3\WFO\ProductionDomain\xmlui\
page_model\_screen\generated
The problem is that one or more of the last four directories in this directory path
were not created:
\xmlui\page_model\_screen\generated
2
Compare the directory path in the error message to the directory path that exists on
the Enterprise Manager computer to determine which directories are missing on the
Enterprise Manager computer.
3
Use either the command line or Windows Explorer to create the directories that
were not created. You must create all missing directories needed so that the
directory path that exists on the Enterprise Manager computer exactly matches the
directory path shown in the error message.
For example, assume the error message indicates the following directory path:
C:\WFO\Software\ProductionServer\weblogic10sp3\WFO\ProductionDomain\xmlui\
page_model\_screen\generated
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
315
Chapter 7 - Enterprise Manager Troubleshooting
When Configuring A Server Role an Error Indicates Directories Weren’t
You then look at the directories on the Enterprise Manager computer and find that
only these directories exist:
C:\WFO\Software\ProductionServer\weblogic10sp3\WFO\ProductionDomain\xmlui
In this example, you must manually create the following three directories below the
xmlui directory on the Enterprise Manager computer so that the directory path
existing on the Enterprise Manager computer exactly matches the directory path
reported in the error message:
\page_model\_screen\generated
4
After manually creating the missing directory or directories, access the Server Role
node again in Enterprise Manager.
The settings page in the right-hand pane will be fully functional. (The settings
appear correctly and are configurable. No javascript error is reported and no error
message appears at the top of the right-hand pane in Enterprise Manager).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
316
Chapter 7 - Enterprise Manager Troubleshooting
Collect Logs in Troubleshooting Scenarios
Collect Logs in Troubleshooting Scenarios
If it is necessary to examine logs in troubleshooting scenarios, you can use the
Information Collector feature to gather the logs. For more information, see “Log
Collection with Information Collector” on page 294.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
317
Chapter 7 - Enterprise Manager Troubleshooting
Using Advanced Mode
Using Advanced Mode
If you log into Enterprise Manager as the superuser (using the wsuperuser account), you
can select a Turn Advanced Mode On button to operate the Enterprise Manager in an
Advanced Mode.
IMPORTANT
Turning Advanced Mode on displays additional buttons and fields in the
user interface. These buttons and fields are designed only for
troubleshooting scenarios. Use Advanced Mode and any associated
features only under the direction of an authorized support representative.
Selecting the Turn Advanced Mode On button causes the following to occur:

Displays a More Actions > Refresh Cache button in the user interface. This
button displays in the Settings tab when you select a Server node in the
Installations tree, but displays only to users logged in as superuser.
The Refresh Cache button allows you to manually overwrite all of the configuration
setting currently existing on a managed server with the configuration settings that
are specified for that server in Enterprise Manager.
Normally configuration changes are automatically distributed to managed servers
using the process described in “Handling of Configuration Changes by the Enterprise
Manager” on page 337.
The Refresh Cache option bypasses the normal configuration distribution process
and overwrites all existing configuration settings on the managed server with those
currently specified in Enterprise Manager. This feature is used in troubleshooting
scenarios for these reasons:



To instantly send new configuration changes to a managed server
To ensure the managed server has the settings specified for it in Enterprise
Manager. This capability is useful in troubleshooting scenarios where the
configuration settings on the managed server have become corrupted for any
reason.
Displays a More Actions > Distribute button in the user interface. This button
displays in the Settings tab when you select the Enterprise node in the Installations
tree, but displays only to users logged in as superuser.
Selecting the Distribute button causes all configuration messages that are in the
queued or pending state to be sent on the network to the managed servers. After
selecting the Distribute button, it takes approximately one to two minutes to
distribute all configuration messages to the servers.
Under normal conditions, distribution of configuration messages is performed
automatically by the Enterprise Manager (as discussed in “Handling of Configuration
Changes by the Enterprise Manager” on page 337).
In troubleshooting scenarios, you can use the Distribute button to quickly send all
queued or pending configuration changes from Enterprise Manager to the managed
servers, rather than waiting for the automated process to send the changes.

Displays other advanced settings in several server role configuration screens and
other configuration screens. As with the settings discussed above, these advance
settings are used only in troubleshooting scenarios or special configurations. You
must be logged in as superuser to configure any Advanced Mode settings.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
318
Chapter 7 - Enterprise Manager Troubleshooting
Turn Advanced Mode On or Off
Turning Advanced Mode off hides the More Actions > Refresh Cache button, the
More Actions > Distribute button, and the Advanced Mode any other Advanced Mode
settings in the user interface.
Related topics
Turn Advanced Mode On or Off, page 319
Turn Advanced Mode On or Off
Procedure
1
Log in to Enterprise Manager as the superuser (using the wsuperuser account).
2
Click System Management > Enterprise > Settings.
3
In the Installations tree (left pane), select the Enterprise node.
4
Click More Actions.

If Advanced Mode is off, click Turn Advanced Mode On to turn it on.

If Advanced Mode is on, click Turn Advanced Mode Off to turn it off.
Related topics
Using Advanced Mode, page 318
Manually Refreshing a Server’s Configuration Cache
Manually refreshing a server’s configuration cache is an advanced procedure that should
be performed only under the direction of an authorized support representative.
Manually refreshing the cache replaces all of the configuration settings that currently
exist on the managed server with the configuration settings that are specified for the
server in Enterprise Manager. All of the cached configuration settings currently existing
on the managed server are refreshed (replaced) with those specified in Enterprise
Manager.
Under normal operating conditions, Enterprise Manager automatically distributes
configuration changes to the managed servers and you do not need to manually refresh
a server’s cache to ensure the configuration settings are current. (For more information
on this process, see Handling of Configuration Changes by the Enterprise Manager on
page 337.)
To manually refresh a managed server’s configuration cache, you must be logged in as
superuser (using the wsuperuser account) and you must turn Advanced Mode on in
Enterprise Manager, as discussed in Using Advanced Mode on page 318.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
319
Chapter 7 - Enterprise Manager Troubleshooting
Manually Refreshing a Server’s Configuration Cache
This option exists primarily to enable you to reset the configuration settings on a
managed server after some kind of problem has occurred. For example, you might use
this option in the following situations:


A problem occurs on the managed server that corrupts the cached configuration
files, or creates uncertainty as to whether a managed server has received all of the
latest configuration changes
A problem occurs that prevents Enterprise Manager from automatically distributing
configuration changes to a managed server
You cannot refresh a managed server’s cache if the server is blocked. For details on
blocking or unblocking servers, see “Block and Unblock Configuration Distribution (Block
and Unblock Servers)” on page 52.
To manually refresh Server cache files:
1
Log in as the superuser.
2
Click System Management > Enterprise > Settings.
3
In the Installations tree (left pane), select the managed server on which you want
to refresh the cache.
4
Click More Actions > Refresh Cache.
Note: The Refresh Cache button displays only if you are logged in as the
superuser and for-internal-use-only mode is turned on.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
320
Chapter 8
Architecture and Technical
Concepts
This is an advanced chapter that discusses the Enterprise Manager architecture, how
Enterprise Manager functions, and important technical concepts surrounding the
Enterprise Manager. Understanding these aspects of the Enterprise Manager will make
you a more knowledgeable and effective user of the application.
The topics discussed in this section include:

Enterprise Manager Architecture, page 322

Enterprise Manager Operational Processes and Concepts, page 347

Enterprise Manager Background Processes, page 370

Configure Alarms and Messaging Adapters and HTTP Settings, page 378

Information Collector Architecture and Processes, page 383

Auditing System Architecture, page 389
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Architecture
Enterprise Manager Architecture
This section discusses the Enterprise Manager architecture and related technical
concepts, and includes these topics:

Enterprise Manager Basic Deployment Model (Data Center Zone and Site Zone),
page 322

Architecture Overview, page 324

The Installations Tree (Servers and Server Roles), page 325

Other Configuration Settings, page 333

Communication Over HTTP(S), page 333

Handling of Configuration Changes by the Enterprise Manager, page 337

Enterprise Manager Agent, page 340

Security (Authentication and Authorization), page 343
Enterprise Manager Basic Deployment Model (Data
Center Zone and Site Zone)
This section discusses two topics:

Enterprise Manager Deployment

Deployment of Servers Managed by Enterprise Manager
Enterprise Manager Deployment
The Enterprise Manager is installed as part of the Framework Application Server at a
central location in your enterprise, such as the Data Center. (The Framework Application
server role must be active on a server for Enterprise Manager to function.)
The Enterprise Manager communicates with the managed servers both in the Data
Center and at geographically remote sites to configure, manage, and monitor those
servers. Enterprise Manager can communicate with the managed servers on a LAN,
WAN, or over the Internet using HTTP or SSL (HTTPS).
To communicate with a managed server, the Enterprise Manager connects to a software
application on the server called the Enterprise Manager Agent (EMA). The EMA operates
as an agent for the Enterprise Manager on the managed server and provides the
configuration changes made in Enterprise Manager to the applications on the managed
server.
Deployment of Managed Servers
There are two logical deployment zones for the Enterprise Manager and the servers it
manages. These zones include:

Data center zone - Contains server platforms that host enterprise applications,
databases, and any centralized processing components. As noted above, the
Enterprise Manager resides in the data center zone.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
322
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Basic Deployment Model (Data Center Zone and Site
Generally, the data center zone represents a single physical site in your enterprise
that is centrally located.

Site zone - Contains applications that host recording, audio and screen recording
storage, and speech transcription services functionality.
You can deploy site zone server platforms either in the data center physical site, or
optionally at one or more remote physical sites.
For example, if your enterprise has three remote call centers operating in three
different cities, you can deploy site zone server platforms in each of these three
different physical locations. You can manage the servers at these sites from the
Enterprise Manager located in the data center.
There are two basic deployment scenarios for the Enterprise Manager and the servers it
manages:


Consolidated deployment - For small deployments in a single physical site. A
consolidated deployment includes a single sever installed with the Consolidated
platform. The Consolidated platform includes all possible server roles (both data
center and site server roles).
Distributed deployment - For medium and large deployments. Depending on the
geographic distribution of your contact centers, the data center and site logical
zones can be deployed in a single physical site or multiple logical sites.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
323
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Basic Deployment Model (Data Center Zone and Site
Architecture Overview
The following diagram shows a high-level view of the Enterprise Manager architecture.
Read this chapter to understand the components in this diagram and how these
components interoperate.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
324
Chapter 8 - Architecture and Technical Concepts
The Installations Tree (Servers and Server Roles)
The Installations Tree (Servers and Server Roles)
The Installations tree is a major architectural and user interface component of the
Enterprise Manager.
The Installations tree provides the administrator with a set of nodes that the
administrator uses to create a graphical view of the Enterprise and to configure the
managed servers in the enterprise. These nodes include:

Enterprise node

Site Group node

Site node


Installation node (This node can represent a managed server or an external server.
The Installation node is also commonly referred to as the “Server node”.)
Server role node
Before reading the remaining sections in this chapter, you should understand the
purpose and usage of these Installation tree nodes. If you are not familiar with the
Installations tree and its usage, see “Installations Tree Overview” on page 22 and
“Enterprise Management” on page 21 for more information.
This section focuses only on the two most architecturally significant nodes of the
Installations tree: the Server and Server role nodes. A clear understanding of these
nodes and the technical concepts behind them is necessary to understand the Enterprise
Manager architecture and how it functions.
This section includes the following topics:

What is a Server?, page 326

What is a Server Role?, page 327

How Server Roles are Managed by Enterprise Manager, page 331
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
325
Chapter 8 - Architecture and Technical Concepts
What is a Server?
What is a Server?
Configuring managed servers is a primary function of the Enterprise Manager.
NOTE
A “managed server” is any server that includes the Enterprise Manager
Agent software that enables the server to be managed and configured
from Enterprise Manager.
A managed server can support a wide range of applications and functionality. The
functionality that a given server supports is determined by two characteristics of the
managed server:

The platform chosen during the server installation

The server roles that are active on the server
During a managed server installation, the installation administrator selects a specific
platform for the managed server. A platform consists of a group of server roles that
support a specific functionality.
There are many different managed server platforms to accommodate the wide range of
applications available for your enterprise. One platform, the Consolidated platform,
includes every possible server role. Other platforms are smaller and include only the
server roles needed to support specific functionality. Some examples of these platforms
include Recorder, Speech Analytics, Database, and Data Warehouse.
A managed server platform can be either a Data Center platform or a Satellite (or Site)
platform. Data Center server platforms support applications designed for installation and
operation in the data center, while Satellite platforms are designed for installation at
remote sites. Satellite platforms usually support either telephone call recording, screen
recording, or speech analytics functionality.
After the managed server platform installation, the administrator adds the managed
server to the Installations tree and uses the Enterprise Manager to activate server roles
on the managed server.
An administrator can activate all of the server roles of the installed server platform, or
only a subset of the server roles of the installed server platform. With some server
platforms, server roles are installed in the activated state. The server roles that are
activated on the managed server determine the specific functionality that the server
provides.
To further illustrate the concept of a managed server, consider a Recorder server. To
install a Recorder, the administrator selects the Recorder platform during the server
installation.
The Recorder platform installs server roles such as:

Archive Manager

Content Server

Recorder Integration Service

TDM Recorder

IP Recorder
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
326
Chapter 8 - Architecture and Technical Concepts
What is a Server Role?
After the server installation, the administrator then uses Enterprise Manager to activate
specific server roles.
For example, if the administrator activates the Recorder Integration Service role, the IP
Recorder role, and the Screen Recorder role, this particular server provides the
functionality supported by these three active roles of the Recorder platform.
Even though there are five other server roles on this server, the server does not provide
the functionality supported by those roles if those roles are not activated by the
administrator.
The administrator may choose to install another Recorder server and activate the TDM
Recorder server role and the Content Server server role on this second managed
recorder server.
In this environment, the administrator has installed two managed recorder servers.
Although both servers are of the same Recorder platform, each server is providing
different functionality to the recording environment. The functionality provided by each
managed recorder server depends on the specific server roles that are activated by the
administrator.
While this example is relatively simple, it illustrates the concept of a managed server. A
managed server is comprised of a set of server roles that support a platform (or type of
functionality). The specific functionality within the platform that is supported by a given
server depends on the specific server roles that are activated by the administrator.
In a production environment, the server platforms installed, and the server roles that
are activated, depend on the applications used in the environment. Production
environments can be complex with many different platforms installed with different
server roles activated on servers of the same platform.
Servers are represented to users as Server nodes (or icons) in the Enterprise Manager
Installations tree. You can view information about, and configure some server settings,
such as connectivity settings, from the Server node.
The Server Role nodes for the active server roles display beneath the Server node in the
Installations tree. Many of the configuration settings associated with individual servers
are configured at the server role level.
What is a Server Role?
Read this section to understand the basics of server roles. The topics discussed include:

Server Role Overview, page 327

Server Role Associations, page 328

Server Role Association Scope, page 329

Server Role Constraints, page 330
Server Role Overview
A managed server consists of a collection of server roles. The functionality provided by a
server is determined by the server roles the administrator activates on the server, as
discussed in What is a Server? on page 326.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
327
Chapter 8 - Architecture and Technical Concepts
What is a Server Role?
The server role is the lowest configurable element in an enterprise. A server role is
"atomic," meaning the server role always resides on a single server and can’t be divided
across servers.
A server role is comprised of separate components that are grouped together to support
a specific functionality. The primary purpose of a server role is to simplify the view and
configuration of the system. Rather than configure several individual components to
support a specific kind of functionality, the administrator need only configure a single
server role.
Some examples of server roles include:

Archive Database

IP Recorder

TDM Recorder

Recorder Integration Service

Content Server
You configure a server role by selecting the Server Role node in the Installations tree
and specifying the settings for the server role in the right-hand pane of the Enterprise
Manager. The server roles, and their associated configuration settings, are described in
“Server Role Configuration and Administration” on page 152.
NOTE
Some server roles do not have any configuration settings. When you select
these server roles in the Installations tree, the Settings tab in the righthand pane is blank.
As noted previously, server roles are comprised of components. Components are
collections of services and are the smallest software modules in the system. There are
no configuration settings for the individual components. However, in some upgrade or
troubleshooting scenarios, you may need to be aware of the particular component that
raised an alarm or of the version levels of the components that are installed on a server.
In these cases, you can:


Find all alarms associated with a particular component by selecting the component
in the Filter options of the Alarm Dashboard. For more information, see the Alarm
Dashboard chapter in the System Monitoring, Messaging, and Alarms Guide.
View server role component version information from the Version tab in Enterprise
Manager, which is available from any node of the Installations tree. For more
information, see “View Software Version Information for Servers and Maintenance
Releases (Patches)” on page 95.
Server Role Associations
Some server roles support associations to other server roles. An administrator creates a
server role association when one server role relies on the configuration and functionality
of another server role to perform its tasks. Some server role associations are created
automatically by Enterprise Manager.
Some server role associations are mandatory (that is, one server role cannot operate
unless it is associated with another type of server role).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
328
Chapter 8 - Architecture and Technical Concepts
What is a Server Role?
Administrators create server role associations by selecting a Server Role node in the
Enterprise Manager Installations tree and then configuring the association in an
Associations tab in the right-hand pane of Enterprise Manager.
NOTE
Some server roles do not support any associations. When you select these
server roles in the Installations tree, the Associations tab in the righthand pane is blank.
There are three types of server role associations:



One-to-One (1:1) - A server role can be associated to only one instance of a target
role.
One-to-Many (1:N) - A server role can be associated to many instances of a target
role.
One-to-All (1:All) - A server role can be associated to all instances of a target role.
Server role associations can be one-way or two-way. In a one-way association, one
server role relies on the services provided by the other role. In a two-way association,
each server role relies on the services provided by the other server role.
Although associations may be mutually beneficial (as in a two-way association), the
association only exists for one of the server roles: the server role from which you create
the association.
For example, when you select an Integration Service server role and associate it to a
TDM Recorder server role, you create an association for the Integration Service. No
association is created for the TDM Recorder server role. The Integration Service is
associated to the TDM Recorder, but the TDM Recorder is not associated to the
Integration Service.
To illustrate server role associations, consider a simple example of how an IP Recorder
server role requires an association to an Integration Service server role. The Integration
Service is a very important server role in a recording environment. The Integration
Service acts as an interface between the IP Recorder and a Data Source, such as a PBX
switch. One of the many functions performed by the Integration Service is to control
when the IP Recorder begins and stops recording incoming calls. The Integration Service
receives information from the PBX indicating an incoming call and relays the appropriate
event to the IP Recorder so that the recorder can begin recording the call. To
interoperate with the IP Recorder in this way, the Integration Service server role must
be associated with the IP Recorder server role. The IP Recorder server role will not
operate properly unless it is associated with an Integration Service server role.
Another example of server role associations involves associating a Centralized Archive
server role to a Screen Recorder server role. This association is mandatory to enable the
Screen Recorder to store screen recordings in a centralized archive. Without this role
association, screen recordings created by the Screen Recorder cannot be stored in the
centralized archiving system.
Server Role Association Scope
Server role associations also have a scope. The four possible server role association
scopes are enterprise-wide, site group-wide, site-wide, and server-wide. These server
role association scopes are described below:

Enterprise-wide - A server role can be associated with another type of server role
that is active anywhere in the enterprise.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
329
Chapter 8 - Architecture and Technical Concepts



What is a Server Role?
Site Group-wide - A server role can be associated with another type of server role
type that is active in the same site group.
Site-wide - A server role can be associated with another type of server role that is
active in the same site.
Server-wide - A server role can be associated with another type of server role type
that is active on the same server.
The possible server role associations that exist for a particular server role are predetermined in the server role software (in the server role metadata file, as discussed in
“How Server Roles are Managed by Enterprise Manager” on page 331).
When you create a server role association, you select a Server Role node in the
Installations tree and select the Associations tab in the right-hand pane. The righthand pane displays the server roles with which the selected server role can be
associated. The server role scope plays a part in determining which server roles appear
in the right-hand pane.
For administrators who have the Edit Advanced Settings privilege in the Installation
Hierarchy user security privileges, a Show Associations Outside the Scope option
exists in the Associations tab. Select this option to display server roles that are of the
correct type for the association, but fall outside of the association scope.
In some situations, you can create associations to server roles that are outside the predefined scope of the association. However, you should only use this feature under
guidance from an authorized support representative.
Server Role Constraints
Some server roles have constraints. A server role constraint is a particular condition or
restriction under which the server role must operate. Examples of server role constraints
include:

A restriction on the number of server role instances that can exist within a particular
site or within the enterprise.
There are three levels of restrictions:



Lax - If you violate a lax server role constraint, a warning message displays in
the Configuration Status tab. If you ignore the warning, the system will
continue to function.
Overrideable - If you violate an overrideable server role constraint, an error or
warning message appears in the Configuration Status tab. You can ignore this
message and the system will continue to function, although the error indicates
your configuration is not optimal.
Strict - If you violate a strict server role constraint, an error message appears in
the Configuration Status tab and you cannot ignore the error. The system will
not function properly until the error is addressed.
For example, there can be only one Framework Applications server role active on all
servers in the enterprise. If more than one Framework Applications server role is
active, Enterprise Manager reports a server role constraint violation.

Server role association constraints determine whether a server role association is
mandatory or optional.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
330
Chapter 8 - Architecture and Technical Concepts
How Server Roles are Managed by Enterprise Manager
There are three kinds of server role association constraints



Required (or Mandatory) - A server role must be associated to another server
role to operate properly. If the server role is not associated with the other server
role, an error message appears in the Configuration Status tab and the
system will not operate properly until the association is created. This constraint
is enforced even if the required role is not installed or activated.
If Exists - A server role must be associated to another server role if the other
server role is installed and is active. If the other server role is not installed, or is
not active, the server role association is not mandatory. An error message
displays in the Configuration Status tab for this kind of server role constraint
violation.
Optional - A server role association is optional. No errors are reported if the
server role association is not made.
There are other types of server role constraints. If a server role violates one of its
constraints, Enterprise Manager reports a server role constraint violation in the
Configuration Status tab.
You should remedy any server role constraint violations reported by the Enterprise
Manager.
How Server Roles are Managed by Enterprise Manager
The Enterprise Manager application uses XML files to manage the server role
configuration settings. As an Enterprise Manager administrator, you do not see or
interact with these XML files directly. However, for the purpose of understanding the
Enterprise Manager architecture, it is useful to have a basic understanding of how the
Enterprise Manager uses XML to manage the server role configuration settings.
The two basic concepts to understand relating to how the Enterprise Manager uses XML
files to manage server roles include:

Server role instance data

Server role metadata
Server Role Instance Data
When you configure a server role, you select the Server Role node in the Installations
tree of the Enterprise Manager and you specify the configuration settings for the server
role in the right-hand pane.
The settings you make for a server role are stored in an XML file. This data is called
server role instance data, as it reflects a specific instance of a server role with its
configuration settings set in a particular way. Essentially, the server role instance data
holds the current configuration settings for a particular server role.
NOTE
The filename format for server role instance data is <rolename>conf.xml. For example, the file name for the IP Recorder server role
instance data is iprecorder-conf.xml.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
331
Chapter 8 - Architecture and Technical Concepts
How Server Roles are Managed by Enterprise Manager
Enterprise Manager maintains one server role instance data XML file for every server
role that is deployed across the entire enterprise.
Enterprise Manager stores these server role instance data XML files in the Framework
database on the Enterprise Manager server.
Each server role has default settings that are programmatically set during the
installation process.
Server Role Metadata
Server role metadata is also maintained in XML files by the Enterprise Manager. Server
role metadata controls everything else about a server role with the exception of its
instance data.
For example, the server role XML metadata controls all of the following pertaining to
each server role:






Screen settings - The metadata determines the settings for the server role that
appear in the right-hand pane of the Enterprise Manager. You use these settings to
configure the server role. (The values you provide for these settings become the
server role instance data.)
Associations - The metadata determines the server role associations a role can
have, or is required to have. The metadata also determines the scope of the server
role associations.
Constraints - The metadata specifies the constraints that apply to the server role.
Services to be restarted - The metadata maintains a list of all services that must be
restarted when a server role’s configuration is changed. This list displays to an
administrator in the Enterprise Manager user interface when the administrator
changes the configuration of the server role. Not all of the server roles require
services to be restarted following configuration changes.
Components - The metadata specifies all of the components on which a server role
is dependent (or that are dependent on the server role).
Upgrade transformations - The metadata contains a list of all transformations that
must be applied to an earlier version of a role to upgrade the role to the current
version.
The server role metadata determines a server role’s type. For example, the IP Recorder
server role XML metadata file contains the screen settings, associations, default
settings, and constraints needed by an IP Recorder role.
The server role metadata is the same for every server role of that type and version that
is installed in the Enterprise. For example, an IP Recorder server role installed on Server
A will have the exact same metadata as an IP Recorder server role installed on Server B
(as long as the two roles are of the same version). However, the server role instance
data for these two server roles may be different, depending on the settings you have
configured for each of the server roles in the Enterprise Manager.
When you upgrade a server role to a higher version, it is the server role’s metadata that
is changed.
The Enterprise Manager uses both the server role instance data and the server role
metadata to display a server role’s configuration to the Enterprise Manager user. This
data (the server role configuration settings and their specific values) appears in the
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
332
Chapter 8 - Architecture and Technical Concepts
Other Configuration Settings
right-hand pane of Enterprise Manager when you select a Server Role node in the
Installations tree.
The Enterprise Manager maintains one server role metadata XML file for each server role
of the same type and version that exists in the enterprise. For example, if you have
activated eight IP Recorder server roles of version 15.1 and two Recorder Integration
Service server roles of version 15.1 in your enterprise, only two server role metadata
XML files are maintained: one for the IP Recorder server role version 15.1 and one for
the Recorder Integration Services server role version 15.1.
The Enterprise Manager stores (caches) these server role metadata XML files in the
Framework database on the Enterprise Manager server.
Other Configuration Settings
Enterprise Manager is not limited to configuring only managed servers and server roles.
The menus listed below contain many other settings that you configure using Enterprise
Manager:

System Monitoring > System Monitor menu

System Management > Enterprise menu

Recording Management > Custom Data menu

Recording Management > Recording Rules menu

Recording Management > Campaign menu

Recording Management > Data Sources menu

Recording Management > Real Time Analytics Rules menu
Similar to the server role settings, Enterprise Manager also uses XML files to manage the
settings available from the screens displayed from these menus. Enterprise Manager
also maintains these settings in XML files.
The settings available from these menus do not use the XML metadata and XML instance
data structure used for the server roles. The configuration settings for the tabs available
from these menus are stored in a single XML file with a name that describes the
settings.
For example, the settings in the System Management > Enterprise > Enterprise
Settings tab are stored in the enterprisesettings.xml file and the settings in the
System Management > Enterprise > Security tab are stored in the
securitysettings.xml file.
These XML files are also stored in the Framework database.
Communication Over HTTP(S)
The Enterprise Manager communicates with the Enterprise Manager Agent (EMA)
application or the Recorder Manager (RM) application on a managed server to manage
and configure the server. (The EMA application is described in greater detail in
Enterprise Manager Agent on page 340.)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
333
Chapter 8 - Architecture and Technical Concepts
HTTP(S) Connection from the Enterprise Manager
There are two connections that must occur between the Enterprise Manager and the
EMA on the managed server to enable the Enterprise Manager to manage the server.
These connections include:

An HTTP(S) connection from the Enterprise Manager to the EMA (or RM)

An HTTP(S) connection from the EMA or RM to the Enterprise Manager
The following diagram shows the HTTP connections between the EM and EMA (or RM).
HTTP(S) Connection from the Enterprise Manager
To initiate communication with a managed server, the Enterprise Manager makes an
HTTP(S) connection to the Secure Gateway proxy on the managed server that hosts the
EMA (or RM). The Secure Gateway proxy forwards this connection to the EMA (or RM) on
the server.
This connection is necessary so that configuration information (in XML format) and
alarm information can be exchanged between the Enterprise Manager application and
the EMA.
The HTTP(S) connection occurs on the Server connection port (default 80) that is
specified in Enterprise Manager for the managed server (this is the connection port of
the Secure Gateway proxy on the server). To view these connection settings for a
specific server, select the Server node in the Installations tree and click on the Settings
tab.
NOTE
The Avaya Contact Recorder (ACR) server does not have a Secure
Gateway proxy component. HTTP connections to the ACR server occur on
port 8080. HTTP connections to all other servers occur on port 80, as
noted above.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
334
Chapter 8 - Architecture and Technical Concepts
HTTP(S) Connection to the Enterprise Manager
For the HTTP(S) connection between the Enterprise Manager and the managed server to
succeed, the following must be true:



In the Installations tree, the Settings tab for the Server node that hosts the EMA
must list the correct Server name and port number (default 80) on which the
Secure Gateway proxy listens for connections.
All networks and firewalls between the Enterprise Manager and the managed server
must allow HTTP(S) communications on the specified port (default 80).
The EMA or RM must successfully establish a connection back to Enterprise Manager
to complete an authentication process. This connection is discussed in HTTP(S)
Connection to the Enterprise Manager on page 335.
This HTTP(S) communication between the Enterprise Manager and the managed server
can be encrypted with SSL for tighter security.
HTTP(S) Connection to the Enterprise Manager
When the Enterprise Manager attempts an HTTP(S) connection to the EMA or RM on a
managed server (as described in HTTP(S) Connection from the Enterprise Manager on
page 334), the EMA or RM must authenticate the Enterprise Manager before it can
accept any configuration messages from the Enterprise Manager.
To complete this authentication process, the EMA or RM must establish an HTTP(S)
connection back to the Enterprise Manager. If the EMA or RM cannot establish the
HTTP(S) connection back to the Enterprise Manager, the authentication fails and the two
systems cannot communicate.
The EMA or RM attempts this HTTP(S) connection to the Enterprise Manager using the
port (default 80) and the Server name specified in the Enterprise Manager Location
settings available from the System Management > General Settings > Enterprise
Manager Location screen (this setting specifies the server name and port on which the
Secure Gateway proxy on the Enterprise Manager server listens for connections).
The EMA or RM connects to the Secure Gateway proxy on the server that hosts the
Enterprise Manager application. The Secure Gateway proxy forwards the connection to
the Enterprise Manager application on the server.
For more information about the Enterprise Manager Location settings, see
“Authentication of Connections to Managed Servers” on page 343, and “Enterprise
Manager Location Settings” on page 291.
For this connection to succeed, all networks and firewalls between the managed server
and the Enterprise Manager must allow HTTP(S) communications on the port (default
80) specified on the Enterprise Manager Location screen.
NOTE
If the Enterprise Manager application operates in a server cluster, users
and servers connect to the Enterprise Manager application through a load
balancing device that distributes the connections to the server cluster.
Therefore, when the Enterprise Manager operates in a server cluster, the
Enterprise Manager Location settings must specify the server name and
port of the load balancing device rather than the server name and port of
the specific server that hosts the Enterprise Manager application. For more
information, see “Create a Speech Transcription Server Cluster (Site Zone
Cluster)” on page 135.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
335
Chapter 8 - Architecture and Technical Concepts
HTTP Connections in the Enterprise
For more information on the authentication process that occurs between the managed
server and the Enterprise Manager, see Security (Authentication and Authorization) on
page 343.
HTTP Connections in the Enterprise
The Enterprise Manager uses HTTP to communicate with all servers in the enterprise,
both in the Data Center deployment zone and in the Satellite deployment zone.
HTTP communication with an individual server requires two HTTP connections to occur,
one from the Enterprise Manager to the managed server and one from the managed
server back to the Enterprise Manager, as noted in “Communication Over HTTP(S)” on
page 333.
All networks and firewalls between the Enterprise Manager and the managed servers
must allow HTTP connections on the communication port (default 80) for the Enterprise
Manager to operate successfully with the managed servers.
NOTE
The Avaya Contact Recorder (ACR) server does not have the Secure
Gateway component. HTTP connections to this server occur on port 8080.
All networks and firewalls between the Enterprise Manager and the ACR
server must allow HTTP connections on port 8080 for the Enterprise
Manager to operate successfully with this recorder server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
336
Chapter 8 - Architecture and Technical Concepts
Handling of Configuration Changes by the Enterprise Manager
The diagram below illustrates the HTTP communications that occur in an enterprise. The
Enterprise Manager communicates with different kinds of servers both in the Data
Center deployment zone and in the Site deployment zone.
Handling of Configuration Changes by the Enterprise
Manager
This section explains how the Enterprise Manager processes configuration changes and
then uses a Reliable Messaging architecture to ensure the changes are successfully
distributed to the managed server(s).
The sequence of events that occurs within Enterprise Manager when you make a
configuration change is as follows:
1
You edit a configuration setting in Enterprise Manager. Generally, the configuration
settings that you edit in Enterprise Manager fall into these two types:


Server role settings - If you edit a server role setting, the Enterprise Manager
updates the server role instance data XML file for the server role that you edit.
Non-role based settings - If you edit a non-role based setting, the Enterprise
Manager updates the XML file associated with the particular screen on which the
setting exists. For example, the enterprisesettings.xml file or the
SecuritySettings.xml file.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
337
Chapter 8 - Architecture and Technical Concepts
NOTE
Handling of Configuration Changes by the Enterprise Manager
For more information about server role settings, see How Server Roles are
Managed by Enterprise Manager on page 331.
For more information about non-role based settings, see Other
Configuration Settings on page 333.
2
Enterprise Manager stores the updated XML files in a queue in the Framework
database.
3
Enterprise Manager manages the queue as follows:
Once every 60 seconds, Enterprise Manager checks to determine if any new
changes have been placed in the queue.
If new changes were placed in the queue in the past 60 seconds, Enterprise
Manager checks again 60 seconds later to determine if any new changes have been
placed in the queue.
Enterprise Manager continues in this way until it detects no new changes have been
placed in the queue in the last 60-seconds, or until the message has been in the
queue for three minutes (whichever comes first).
This wait period ensures that Enterprise Manager waits until you are finished
making configuration changes before it begins processing the changes, but also
ensures that no message remains in the queue for more than three minutes.
4
Enterprise Manager converts the queued XML files into configuration messages as
follows:
After 60 seconds elapses with no new changes being placed in the queue, or a
change has existed in the queue for three minutes, Enterprise Manager converts all
of the queued configuration changes into configuration messages.
NOTE
A configuration message is a single XML document that can contain
multiple concatenated XML files.
Enterprise Manager creates one configuration message (one XML document) for
each managed server that has configuration changes.
For example, if you change two server roles on Server A, Enterprise Manager
creates a single configuration message (XML document) that contains two server
role instance data XML files that are concatenated to form the single configuration
message.
5
The Reliable Messaging architecture on the Enterprise Manager takes each
configuration message and sends it on the HTTP(S) connection to the target
managed servers.
NOTE
The previous two steps are sometimes referred to as “message
distribution.”
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
338
Chapter 8 - Architecture and Technical Concepts
6
Handling of Configuration Changes by the Enterprise Manager
If the initial attempt to send the configuration message to the managed server is
unsuccessful for any reason, the Reliable Messaging architecture on Enterprise
Manager retries the message until it succeeds.
Enterprise Manager resends this message once every 60 seconds until the message
is received successfully by the Enterprise Manager Agent (EMA) on the managed
server. In this way, Enterprise Manager ensures that the configuration changes are
successfully distributed to the managed servers, even if initial attempts to distribute
them fail.
7
The configuration message is received and handled by the EMA on the managed
server as described in Enterprise Manager Agent on page 340.
The user should be aware of the following points regarding the process described above:



The process of queuing and the distributing configuration changes as described
means that the configuration changes do not go into effect on the managed server
immediately after you change the configuration settings in Enterprise Manager. user
interface. There is a delay period that consists of the time it takes for Enterprise
Manager to process the changes (queue and convert the changes to messages) and
transmit them on the network. The changes must also be implemented by the
managed servers before they go into effect, as discussed in Enterprise Manager
Agent on page 340.
To view the status of the configuration messages sent from Enterprise Manager to
the managed servers, select the Configuration Status tab in Enterprise Manager
and click the View Message Status button. (The Configuration Status tab is
accessible from any node of the Installations tree.) For more information, see View
Configuration Status, page 81.
The Pending Messages icon
, which appears on many configuration screens in
Enterprise Manager, indicates how many configuration changes are in the queued
state and how many have been converted to configuration messages (but not yet
successfully sent to the managed server). For more information, see The
Configuration Messages Status Icon on page 149.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
339
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Agent
The diagram below shows the complete configuration change process and the
Enterprise Manager and Enterprise Manager Agent interactions and operations that
occur to support this process. For more information about the Enterprise Manager
Agent on the managed server, see “Enterprise Manager Agent” on page 340.
Enterprise Manager Agent
The Enterprise Manager Agent (EMA) application is installed as part of every managed
server. The EMA is a Java-based Web application that runs on a Tomcat Server.
The EMA is the application on the managed server with which the Enterprise Manager
communicates. The EMA application operates as an agent for the Enterprise Manager on
the managed server. The Enterprise Manager cannot manage or send configuration
messages to a server if the EMA is not present on the server.
For details on the connections that occur between the Enterprise Manager and the EMA,
see Communication Over HTTP(S) on page 333.
The Enterprise Manager connects to and communicates with the EMA to accomplish
these tasks:




Transmit configuration messages (containing configuration changes) to the
managed server
Receive alarm summary information from the managed server
Periodically discover the managed server to maintain timely information about the
server roles and components installed on the server. For more information, see
Server Discovery on page 347.)
Collect auditing information. For more information about this process, see “Auditing
System Architecture” on page 389.

Collect data for reports and other purposes

Import a Data Source
As noted in Handling of Configuration Changes by the Enterprise Manager on page 337,
the Enterprise Manager transmits configuration messages to the EMA on each managed
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
340
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Agent
server. The sequence of events that occurs when the EMA receives a configuration
message from Enterprise Manager is as follows:
1
The EMA receives a configuration message XML document from Enterprise Manager.
EMA receives this configuration message over the HTTP(S) connection with the
Enterprise Manager (via the Secure Gateway proxy).
2
EMA uses stAX (Streaming API for XML) to parse the configuration message XML
document.
In this parsing process, EMA extracts individual XML files (for example, a server role
instance data file) from the configuration message XML document. These individual
XML files are temporarily stored in this directory:
<install directory>\Data\Ema\Temp\<Sequencenumber_Timeinmillisec>\Cache
NOTE
These temporary files can be automatically zipped and saved, as described
in the notes at the end of this process.
3
EMA creates a smaller version of the original configuration message XML document.
This document includes pointers to each of the individual XML files (rather than the
entire contents of the XML files). These pointers point to the individual XML files
stored in the temporary Cache directory described in step 2.
4
EMA loads the smaller version of the original configuration message XML document
into memory.
5
EMA copies the individual XML files from their temporary directory into the following
directories:

<install directory>\Software\Conf\Roles - Server role instance data XML
files are moved into this directory. Each specific server role includes its own
subdirectory under the ..\Conf\Roles subdirectory:
For example, the server role instance data XML file for the IP Recorder server
role is moved here: ..\Conf\Roles\IP_RECORDER\IP_RECORDERconf.xml

<install directory>\Software\Conf\Cache - Non-server role configuration
files are moved into this directory.
For example: ..\Conf\Cache\enterprisesettings.xml
6
EMA deletes the XML files from the temporary directories (unless they were zipped,
as noted below).
7
EMA notifies applications on the managed server that it has placed XML files with
configuration changes in the directories noted in step 5.
The applications on the managed server that are notified by EMA include the
Recorder Manager and the Unified Configuration and Monitoring (UCM) application.
8
If the EMA successfully notifies the Recorder Manager or the UCM application of the
changed files, the EMA returns a message to the Enterprise Manager indicating the
configuration change is successful. This message appears in the Configuration
Status tab on Enterprise Manager.
9
The Recorder Manager or the UCM application implement the configuration changes
to components on the managed server to complete the configuration change
process.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
341
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Agent
The user should be aware of the following points regarding the process described above:


This process, and the process described in Handling of Configuration Changes by
the Enterprise Manager on page 337, comprise the entire configuration change
process (as shown in the diagram below). If an error occurs anywhere in either of
these processes, up to and including step 8 above, a message appears in the
Configuration Status tab on Enterprise Manager indicating Enterprise Manager is
retrying the configuration change. The Reliable Messaging architecture will continue
retrying the configuration change until step 8 above is completed successfully (the
EMA successfully notifies the Recorder Manager or the UCM application of the
changed files).
If an error occurs in step 9 above, and either the Recorder Manager or the UCM
application cannot implement the changes on the managed server, an alarm is
raised on the managed server indicating the reason the change cannot be
implemented.
In this case, the message indicating the configuration change was successful will
still display in the Configuration Status tab of the Enterprise Manager. However,
the alarm must be resolved before the configuration changes are implemented on
the managed server.

Steps 2 through 6 describe a process by which the original configuration message
XML document is parsed into a smaller file before being loaded into memory.
Parsing this file into a smaller file allows the EMA to process configuration messages
more quickly and efficiently.
You have the option to create zip files of the temporary files stored in the Cache
subdirectory described in step 2. These temporary files can be useful in
troubleshooting scenarios. These files are saved only if they are zipped. Otherwise,
they are deleted as noted in step 6 above.
If you want to zip these files automatically, set the following property in the
ConfigManager.xml file to true:
<Property name=”ZIP_TEMP_FILES_FLAG”>true</Property>
The diagram below shows the complete configuration change process and the
Enterprise Manager and Enterprise Manager Agent interactions and operations that
occur to support this process.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
342
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Agent and Alarms
Enterprise Manager Agent and Alarms
The Enterprise Manager Agent also manages alarms on the managed servers and
provides summaries of active alarms to the Enterprise Manager. For more information,
see “Alarm Processes” on page 363.
Security (Authentication and Authorization)
Read this section to understand the authentication process that occurs when the
Enterprise Manager connects to a managed server. User authorization and the
encryption of connections with SSL are also briefly discussed.
This section includes these topics:

Authentication of Connections to Managed Servers, page 343

Authorization of Users, page 346

Encrypt Connections with SSL, page 346
Authentication of Connections to Managed Servers
The Enterprise Manager establishes an HTTP(S) connection to either the Enterprise
Manager Agent (EMA) or the Recorder Manager (RM) application on the managed server
to manage and configure the server, as discussed in Communication Over HTTP(S) on
page 333.
The EMA and RM on the managed server authenticate connections from the Enterprise
Manager. This authentication process ensures that the EMA and RM accept configuration
changes only from a trusted instance of the Enterprise Manager application. This
authentication prevents unauthorized or malicious users from installing an Enterprise
Manager and using it to gain control over the managed servers in your enterprise.
This authentication process is discussed in the following topics:

Authentication Server and Authconfig.xml, page 343

Authentication/Single Sign-On (SSO) Process, page 344

Replacing the Enterprise Manager, page 345
Authentication Server and Authconfig.xml
Before you can understand the authentication process that occurs when the Enterprise
Manager connects to a managed server, you need to be aware of these two important
entities involved in the authentication process:


Authentication server - The Enterprise Manager operates as an authentication
server for the EMA and RM. The authentication server software on Enterprise
Manager (which exists by default) validates tokens that are transmitted to it by the
EMA and RM on the managed server, as discussed in Authentication/Single Sign-On
(SSO) Process on page 344.
Authconfig.xml - Each managed server has an authconfig.xml file. The
authconfig.xml file stores the location of the authentication server on the
Enterprise Manager and uses this information to connect to the authentication
server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
343
Chapter 8 - Architecture and Technical Concepts
Authentication of Connections to Managed Servers
The first time you add a managed server to the Enterprise Manager Installations tree,
the Enterprise Manager transmits to the managed server the location of the
authentication server. The managed server writes this location information to its
authconfig.xml file.
The authentication server location information transmitted to the managed server is the
Server name and port number that is specified in the Enterprise Manager Location
screen in Enterprise Manager (to access this screen, select System Management >
General Settings > Enterprise Manager Location).
Authentication/Single Sign-On (SSO) Process
The following authentication process occurs when a user logs into Enterprise Manager.
This authentication process enables the user to configure and monitor the managed
servers from Enterprise Manager. This process also supports single sign-on.
1
Enterprise Manager initiates an HTTP(S) connection to the Enterprise Manager
Agent (EMA) or the Recorder Manager (RM) on the managed server (as discussed in
Communication Over HTTP(S) on page 333).
2
The Enterprise Manager generates a token and sends it to the EMA or the RM on the
managed server. This token includes information about the user initiating the
connection (for example, an administrator or the Enterprise Manager itself).
3
The EMA or RM on the managed server receives the token.
4
The EMA or RM looks at the authconfig.xml file to determine the location of the
authentication server on the Enterprise Manager server.
5
The EMA or RM creates an HTTP(S) connection back to the authentication server on
the Enterprise Manager (as discussed in Communication Over HTTP(S) on page
333).
6
The EMA or RM makes a request to the authentication server on the Enterprise
Manager to validate the token it received in step 3.
7
The authentication server on the Enterprise Manager validates the token (verifies
that this instance of the Enterprise Manager originally sent the token).
If the Enterprise Manager did not originally send this token, the authentication fails.
This aspect of the authentication process prevents users from making changes to
managed servers from an Enterprise Manager other than the one specified in the
authconfig.xml file on the managed server.
If the Enterprise Manager originally sent the token, the authentication process
continues to the next step.
8
The Enterprise Manager retrieves information about the user specified in the token.
This information includes a user profile, the security privileges assigned to the user,
and the user preferences for the user.
9
The Enterprise Manager sends to the EMA or RM the information about the user
(user profile, user security privileges, and user preferences). This information is
sent in XML files.
10 The EMA or RM receives the information about the user and creates a user session.
The EMA or RM applies the appropriate user security privileges and user preferences
to this session.
11 The user (administrator or Enterprise Manager application) can now make
configuration changes and interact with the managed server according to the
security privileges and user preferences specified for that user.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
344
Chapter 8 - Architecture and Technical Concepts
Authentication of Connections to Managed Servers
Replacing the Enterprise Manager
This section discusses how the authentication process is handled when you replace an
existing instance of the Enterprise Manager with a new Enterprise Manager that resides
on a different server.
NOTE
You can have only one instance of the Enterprise Manager operating in
your enterprise at a time. You cannot use multiple instances of Enterprise
Manager to manage your enterprise.
There are two exceptions to this rule. You can cluster multiple Enterprise
Managers so that the multiple Enterprise Managers operate as a single
logical Enterprise Manager. Also, when replacing an Enterprise Manager
with a different Enterprise Manager, you can have two Enterprise
Managers operating in the same enterprise, but only for a brief period as
you transition from the old Enterprise Manager to the new one, as
discussed below.
As discussed in Authentication Server and Authconfig.xml on page 343, a managed
server records in its authconfig.xml file the location of the authentication server on the
Enterprise Manager. After recording this location, the managed server only accepts
tokens generated from the Enterprise Manager specified in its authconfig.xml file.
If you elect to replace your existing Enterprise Manager (that is, install a new instance of
Enterprise Manager on a different server than the existing Enterprise Manager), you
must ensure the managed servers can authenticate tokens generated on the new
instance of Enterprise Manager.
When replacing an existing instance of the Enterprise Manager with a different one,
follow these steps to enable managed servers to authenticate with the new instance of
Enterprise Manager:
1
Install the new instance of Enterprise Manager.
2
In the existing instance of Enterprise Manager (the one that you are replacing),
select System Management > General Settings > Enterprise Manager
Location.
3
In the Enterprise Manager Location tab of the existing instance of Enterprise
Manager, specify the Server name, Port Number, and Context setting for the new
instance of Enterprise Manager.
4
Click the Save button.
5
Click the Update Enterprise Manager Location button.
When you click the Update Enterprise Manager Location button, the connection
information for the new Enterprise Manager is transmitted to all managed servers
that are managed by the existing version of the Enterprise Manager. The managed
servers write this new connection information to their authconfig.xml files and can
then authenticate connections from the new version of the Enterprise Manager.
The user should be aware of the following point regarding the process described above:

The managed server maintains two authentication server entries in its
authconfig.xml file: a Primary authentication server entry and a Secondary
authentication server entry.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
345
Chapter 8 - Architecture and Technical Concepts
Authorization of Users
When you perform the process above, the managed server specifies the new
Enterprise Manager as the Primary authentication server and the existing Enterprise
Manager as the Secondary authentication server.
The managed server can authenticate connections from either the Primary
authentication server or the Secondary authentication server. This capability means
that managed servers can authenticate connections from both the new Enterprise
Manager and the existing Enterprise Manager while you are transitioning the control
of your environment to the new Enterprise Manager.
Authorization of Users
The level of access a user has to Enterprise Manager and Recorder Manager are
determined by the User Security Roles assigned to the user in the User Management
> Security > User Access Rights screen.
The most common User Security Roles assigned to Enterprise Manager administrators
are Enterprise Manager Admin and System Monitor Admin.
The User Security Roles assigned to a user are applied to a user session during the
authentication process, as described in Authentication/Single Sign-On (SSO) Process on
page 344.
Encrypt Connections with SSL
For maximum security, you can encrypt Enterprise Manager-related communications
with SSL. Specifically, you can encrypt each of the following connections with SSL:



The Web browser to Enterprise Manager connection - A user accesses the Enterprise
Manager with a web browser. You can encrypt all data that passes between the
user’s Web browser and the Enterprise Manager server with SSL.
The Enterprise Manager to Enterprise Manager Agent connection - The Enterprise
Manager connects to the Enterprise Manager Agent to transmit configuration
information to and receive alarm and status information from the Enterprise
Manager Agent on the managed server. This connection can be encrypted with SSL.
The Enterprise Manager to Recorder Manager connection - The Enterprise Manager
connects to the Recorder Manager when you click the Launch button in Enterprise
Manager to launch the Recorder Manager. You can encrypt this connection with SSL.
The instructions for configuring Enterprise Manager to support SSL for these connections
are described in the Security Guide.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
346
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Operational Processes and Concepts
Enterprise Manager Operational Processes
and Concepts
This section provides technical details on how Enterprise Manager handles other
important interactions with the managed servers. The topics in this section include:

Locating the Installation Directory, page 347

Server Discovery, page 347

Version and Patches Display Processes, page 349

Adding a Server, page 353

Blocking and Unblocking a Server, page 354

Deleting Servers, page 355

Upgrade or Roll Back a Server Role, page 356

Activating/Deactivating Server Roles, page 361

Editing a Server Role, page 362

Associating/Disassociating Server Roles, page 362

Launching Recorder Manager from Enterprise Manager Process, page 362

Alarm Processes, page 363
Locating the Installation Directory
Many of the topics in this chapter include file paths that begin with an <install
directory> parameter to refer to the directory in which a particular product was
installed. For example: <install directory>\Software\Conf\SP.
Server Discovery
The Enterprise Manager regularly communicates with the managed servers to perform a
process called “server discovery.” Enterprise Manager performs server discovery to
maintain timely information about the server roles and components installed on the
managed servers, and the versions of those server roles and components.
NOTE
The Enterprise Manager communicates with the EMA on the managed
servers to initiate server discovery as discussed in “Communication Over
HTTP(S)” on page 333.
Every minute, Enterprise Manager connects to and polls each managed server to
determine if anything about the server has changed. Specifically, Enterprise Manager
determines if any server roles were added or upgraded on the server.
If the Enterprise Manager detects a change, it initiates the server discovery process to
discover what has changed on the managed server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
347
Chapter 8 - Architecture and Technical Concepts
Initiating Server Discovery
In the server discovery process, Enterprise Manager accomplishes all of the following:

Discovers if any new server roles were added to the managed server or if any of the
existing server roles were upgraded.
Enterprise Manager receives from the Enterprise Manager Agent on the managed
server a server role metadata XML file for every server role installed on the server.
If the Enterprise Manager does not already have a server role metadata XML file for
a version of a server role, it stores the XML file in the Framework database. For
more information about server role metadata, see How Server Roles are Managed
by Enterprise Manager on page 331.

Checks for constraints on newly-added server roles.
Enterprise Manager checks for server role instances which require mandatory
associations with another server role, but have not yet had these mandatory
associations configured. If Enterprise Manager finds any of these roles, it displays a
message in the Configuration Status tab.


Automatically performs any one-to-one, or one-to-all, server role associations that
are defined in the server role metadata of any active server role.
Deletes uninstalled server roles.
Enterprise Manager deletes from the Framework database any server role instance
data (including associations) for roles that were uninstalled from the managed
server. These Server Role nodes are also removed from the Installations tree in
Enterprise Manager. For more information about server role instance data, see How
Server Roles are Managed by Enterprise Manager on page 331.


Discovers any new alarms definitions that exist on the managed server.
Discovers server and component version information. Because of the complexity of
this process it is described in a separate topic. See “Version and Patches Display
Processes” on page 349.
Initiating Server Discovery
Server discovery can be initiated both automatically and manually. Server discovery is
initiated automatically in the following situations:


Enterprise Manager automatically queries the managed servers periodically for
changes on the server. If a change is detected, Enterprise Manager initiates
automatic server discovery.
When Enterprise Manager sends a configuration message to the managed server, it
queries the managed server for changes. If a change is detected, Enterprise
Manager initiates automatic server discovery.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
348
Chapter 8 - Architecture and Technical Concepts
NOTE
Version and Patches Display Processes
Enterprise Manager routinely makes calls to its managed servers to
receive the latest alarm summary information for the server. Each time the
Enterprise Manager makes an alarm summary call, the response from the
EMA includes a check sum. The EMA calculates this checksum from the
existing server role metadata XML files on the managed server. The
Enterprise Manager stores this check sum. (For more information, see
“Enterprise Manager Agent and Alarms” on page 343.)
When Enterprise Manager queries the managed server for changes, or
sends a configuration message to the managed server, the EMA responds
by sending all server role metadata XML files to the Enterprise Manager.
The EMA also sends a check sum of the server role information. Enterprise
Manager compares this check sum to the check sum it received with its
latest alarm summary call. If the check sums do not match, Enterprise
Manager initiates automatic server discovery. In this way, Enterprise
Manager detects changes on the managed servers.

When you add a managed server to the Installations tree.
You can initiate server discovery manually by performing this procedure:
a. Select a Server node in the Enterprise Manager Installations tree.
b. Select the Settings tab.
c. Click the Save button.
Version and Patches Display Processes
Enterprise Manager includes a Version and Patches display screen that is accessible by
selecting the System Management > Enterprise > Version screen.
The Version and Patches screen displays version information for all of the following:






System Version - Version information of the managed server that hosts the
Framework Applications server role (this server role supports the Enterprise
Manager and other applications).
Server version - Displays the Major and Minor version of every managed server
installed in the enterprise.
Service Packs - Displays the version of every Service Pack installed on every
managed server in the enterprise.
Hotfix Rollup - Displays the version of every Hotfix Rollup installed on every
managed server in the enterprise.
Last Updated - For each managed server in the enterprise, displays the most
recent date in which a component was installed on the server.
Component Details - For each managed server in the enterprise, the following
component details are displayed:

The name of each component on the server

The version of each component on the server

The installation date of each component on the server

The server role on which each component on the server depends
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
349
Chapter 8 - Architecture and Technical Concepts
How Enterprise Manager Obtains Version Information
How Enterprise Manager Obtains Version Information
The steps below explain the process through which Enterprise Manager obtains version
information from a managed server. This process occurs as part of server discovery, as
discussed in “Server Discovery” on page 347.
1
The administrator installs any of the following on a managed server:

A server Platform

A Service Pack

A Hotfix Rollup

A component patch using an individual MSI. (A “component patch” is a single
component installed to fix a particular problem. A component patch is not part of
any Service Pack or Hotfix Rollup.)
2
The installation updates registry entries related to the installation.
3
The Unified Configuration Management (UCM) application or Configuration
Management Service (CMS) on the managed server monitors the registry settings.
When it detects changes, it updates these two files residing on the managed server:


ServerVersionInformation.xml - Contains the latest version information for
all components installed on a managed server.
PackageManifest.xml - Contains a list of components (including versions) that
must be installed as part of an installation package.
Note: For more information on these files, see “PackageManifest.xml and
ServerVersionInformation.xml Files” on page 351.
4
The Enterprise Manager Agent on the managed server monitors the two files above
for updates.
5
Enterprise Manager periodically performs a server discovery of each managed
server to detect changes on the server. The server discovery process includes
interacting with the Enterprise Manager Agent on the managed server to discover
changes to the ServerVersionInformation.xml and PackageManifest.xml files.
For more information on the server discovery process, see “Server Discovery” on
page 347.
6
As part of the server discovery process, Enterprise Manager Agent sends to
Enterprise Manager the recently updated ServerVersionInformation.xml file.
7
Enterprise Manager receives the ServerVersionInformation.xml file and updates
the Framework database with the new version information. The version information
is added to the following database tables:
8

INSTALLVERSION

INSTALLPATCH

INSTALLCOMPONENTPATCH
The Version and Patches display page in Enterprise Manager uses the information
in the database to display the latest version information for the recently discovered
server. The version information includes Server, Service Pack, Hotfix Rollup, and
Component version information.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
350
Chapter 8 - Architecture and Technical Concepts
PackageManifest.xml and ServerVersionInformation.xml Files
PackageManifest.xml and ServerVersionInformation.xml Files
As noted in the process above, two files residing on a managed server are updated
following an installation on the managed server: PackageManifest.xml and
ServerVersionInformation.xml.
This section discusses the contents of those files.
PackageManifest.xml
The PackageManifest.xml file contains a list of all components (and versions) that
must be installed as part of a particular installation package, such as a server Platform,
a Service Pack, or a Hotfix Rollup. The components and MSIs in this list are required for
the software provided by the installation package to operate properly.
This file lists the following information for each component:

ID - Unique identifier of the component.

Name - The name of the component.

Version - The version number of the component. The version number contains four
digits separated by decimal points. The format is A.B.C.D where A is the Major
version number, B is the Minor version number, C is the Service Pack number, and D
is the hot fix number. For example, version 15.1.0.1 is Server Version 15.1 with Hot
Fix 1.
When the component installed on a managed server is of a lesser version than the
component listed in the PackageManifest.xml file, a red icon (unhappy face) appears
next to that server on the Version and Patches screen in the Enterprise Manager user
interface.
The PackageManifest.xml file can reside on the managed server at any of three
locations. The location of this file depends on whether a server Platform, a Service Pack,
or a Hotfix Rollup was installed:



Server Platform installation - The file resides at <install
directory>\Software\Conf\ECO
Service Pack installation - The file resides at <install
directory>\Software\Conf\SP\<service pack package name>
Hotfix Rollup installation - The file resides at <install
directory>\Software\Conf\HFR\<service pack package name>
NOTE
To locate the <install directory>, see “Locating the Installation
Directory” on page 347.
ServerVersionInformation.xml
The ServerVersionInformation.xml file is updated by any installation performed on
the managed server (server Platform, Service Pack, Hotfix Rollup, or component patch
installation).
This file lists the latest version information for every component on the managed server.
For example, if version 15.1.0.0 of the Alarmer component resides on a server, and you
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
351
Chapter 8 - Architecture and Technical Concepts
PackageManifest.xml and ServerVersionInformation.xml Files
install a component patch for Alarmer, this file is updated to list version 15.1.0.1 for the
Alarmer component.
This file includes the following information for each component installed on the managed
server:

ID - Unique identifier of the component.

Name - The name of the component.


Version - The version number of the component. The version number contains four
digits separated by decimal points. The format is A.B.C.D where A is the Major
version number, B is the Minor version number, C is the Service Pack number, and D
is the hot fix number. For example, version 15.1.0.1 is Server Version 15.1 with hot
fix 1 installed.
Installed Date - The date the component was installed.
The ServerVersionInformation.xml file resides in the <install
directory>\Software\Conf folder.
Roles and Components (Component Details)
The bottom half of the Version and Patches screen in Enterprise Manager is the
Component Details section of the screen. The Component Details section displays
information about server roles and components.
You can view all of the following information in the Component Details section of the
Version and Patches screen:

Component - Every component installed on a managed server.

Version - The version number of every component.

Installed Date - The date every component was installed.

Role - The server role upon which each component depends. You have the option to
show or hide the Role column in the Enterprise Manager.
The information that is provided in the Component Details section of the Version and
Patches screen is built from these files:

ServerVersionInformation.xml file

Server role metadata files
NOTE
For detailed information on server role metadata files, see “How Server
Roles are Managed by Enterprise Manager” on page 331.
As noted previously, Enterprise Manager receives a ServerVersionInformation.xml
file from a managed server during the server discovery process, and writes the
information from this file into tables in the database.
Enterprise Manager then uses the information from these database tables to populate
the Component Details section of the Version and Patches screen. This information
includes the list of all components installed on the managed server, the version number
of each component, and the installation date of each component.
Enterprise Manager looks at the server role metadata files to list the server roles in the
Roles column of the Component Details section.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
352
Chapter 8 - Architecture and Technical Concepts
Adding a Server
The metadata xml file for each server role lists all of the components that are dependent
on that role (or on which the role is dependent). If a component name appears in a
server role metadata xml file, that server role appears in the Roles column for that
component.
Note the following about the information that displays in the Component Details
section of the Version and Patches screen:


A single component can be dependent on multiple server roles. In this case, the
same component name displays multiple times in the Component Details section.
For each appearance of the component name, a different server role is listed in the
Role column.
If a component appears in the ServerVersionInformation.xml file, but the
component is not listed in any of the server role metadata xml files on the managed
server, Unknown displays in the Role column for that component.
Server role metadata files are stored in the <install
directory>\Software\Conf\Roles\<ROLENAME>\ directories on the managed
server (there is an individual directory for every server role installed on the managed
server).
An individual XML file is also installed on the managed server for each component that
can possibly be installed on the server. These component XML files reside in the <install
directory>\Software\Conf\Components directory on the managed server.
Each server role metadata file lists the components that belong to the role underneath a
<COMPONENTS> tag. Each <COMPONENT> tag includes a link to the associated
component XML file.
Component Patches
You can also install a component patch. A component patch is the installation of an
individual component to fix a particular problem. The installed component is not part of
any larger installation package.
When you install a component patch, the ServerVersionInformation.xml file is
updated with the new version information.
Since this component is not part of any installation package, it displays as a Patched
Component when you select the Show Only Patched Components option in the
Component Details section.
Related topics
Version and Patches Display Processes, page 349
How Enterprise Manager Obtains Version Information, page 350
Adding a Server
An administrator adds managed servers to the Installations tree by selecting a Site node
and then clicking on the Create Installation > Server button and completing the New
Server screen.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
353
Chapter 8 - Architecture and Technical Concepts
Blocking and Unblocking a Server
When the administrator saves the New Server screen, the Enterprise Manager performs
the server discovery process on the server specified in the New Server screen.
The Enterprise Manager discovers the server roles installed, server role metadata,
server role instance data, and server and server role version information for the server
being added (as described in Server Discovery on page 347). Enterprise Manager stores
all of this information in the Framework database.
Enterprise Manager also adds the appropriate Server and Server Role nodes to the
Installations tree.
Any server roles that are active but not yet configured are provided with their default
settings by Enterprise Manager (which are programmatically determined during the
server installation). Enterprise Manager transmits this configuration information to the
Enterprise Manager Agent on the managed server and the Enterprise Manager Agent
handles the configuration files as described in “Enterprise Manager Agent” on page 340.
The Enterprise Manager location information is also transmitted to the newly added
server so that the server can authenticate connections from the Enterprise Manager, as
discussed in Security (Authentication and Authorization) on page 343.
The diagram below shows the process of adding a server:
Blocking and Unblocking a Server
An administrator can block managed servers from receiving configuration changes. An
administrator can perform this action from the Enterprise, Site Group, Site, or Server
node of the Installations tree.
When you block configuration changes from a particular node of the Installations tree,
Enterprise Manager sets a blocked flag on every server that is lower in the Installations
tree hierarchy. From this point forward Enterprise Manager sends no configuration
messages to the blocked server(s).
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
354
Chapter 8 - Architecture and Technical Concepts
Deleting Servers
For example, if you block configuration changes from a specific Site Group node, all of
the managed servers in that Site Group are blocked from receiving configuration
messages.
NOTE
An administrator usually blocks a server when the administrator is making
a large number of changes, and the changes may cause problems if they
are not sent to the server all at the same time. Administrators also often
block servers in upgrade scenarios.
When you unblock the managed server, Enterprise Manager discovers the server using
the process described in Server Discovery on page 347. Enterprise Manager also
distributes any pending configuration messages to the managed server using the
process described in Handling of Configuration Changes by the Enterprise Manager on
page 337 and Enterprise Manager Agent on page 340. In this way, Enterprise Manager
ensures the managed server is updated with all of the latest configuration changes once
the server is unblocked.
Deleting Servers
An administrator can delete managed servers from the Installations tree in any of these
ways:



Selecting a Server node and clicking on the Delete button. Only the selected server
is deleted from the Installations tree.
Selecting a Site node and clicking on the Delete button. All managed servers that
are part of the selected Site are deleted.
Selecting a Site Group node and clicking on the Delete button. All managed servers
that are part of any Site beneath the selected Site Group node are deleted.
When the administrator deletes a managed server(s) from the Installations tree using
any of the procedures above, the Enterprise Manager reconfigures every server role that
is associated with, or dependent on, a server role that is being deleted.
Enterprise Manager performs this reconfiguration by making changes to the server role
instance data XML files stored in the Framework database.
This reconfiguration ensures that all active server roles are no longer associated with, or
dependent on, the deleted server roles.
Enterprise Manager also checks to determine whether deleting a server role violates a
server role constraint. For example, each enterprise must include one instance of a
Database server role. If you try to delete the managed server that contains this role, an
error displays on the Configuration Status tab.
Enterprise Manager also deletes the server and server role instance data (including
associations) pertaining to the deleted server from the Framework database.
The Server’s node and all associated Server Role nodes are also deleted from the
Installations tree in the Enterprise Manager user interface.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
355
Chapter 8 - Architecture and Technical Concepts
IMPORTANT
Upgrade or Roll Back a Server Role
As noted above, deleting a server (or a site or site group) can cause a
reconfiguration of the server roles on other servers. In cases where an
application is dependent on, or associated with, a server role being
deleted, the application may stop functioning after this reconfiguration of
server roles occurs. For this reason, you should use caution when deleting
servers, sites, and site groups.
If you delete a server that has a serial number assigned to it by the
Enterprise Manager, you cannot change the host name of the server and
add it back to the Installations tree.
Once the Enterprise Manager assigns a serial number to a server and
stores the serial number in the Framework database, you cannot add a
server with a different host name to the Installations tree that has that
same serial number. For more information about serial numbers, see
“Ensuring a History of Recorder Serial Numbers is Maintained in the
Database” on page 373.
If you delete a server, and then add the server back to the Installations
tree, you must completely reconfigure the server (manually activate and
configure each server role) after adding it back. The server’s previous
configuration cannot be automatically restored.
If you delete a server while the server has active alarms, the alarms remain active and
continue to display in the Active Alarms window even after the server is deleted. To clear
active alarms for a deleted server, you must manually acknowledge the alarms. For
more information, see the System Monitoring, Messaging, and Alarms Guide.
Upgrade or Roll Back a Server Role
You can upgrade a server role to a newer version or rollback an existing server role to a
previous version. This section discusses the Enterprise Manager operations that occur
when a server role is upgraded or rolled back to a previous version.
Server role upgrades occur when you install a maintenance release (such as a new
service pack, hotfix rollup, or component patch) on a managed server and the
maintenance release contains a newer version of a server role than the one that
currently exists on the server.
Server role rollbacks occur when you first upgrade a server role, but then roll the server
role back to the version that existed before the upgrade (by installing the maintenance
release containing the older version of the server role).
During a server role upgrade or rollback, the server role metadata file is replaced on the
managed server.
If a server role on a managed server is either upgraded or rolled back, Enterprise
Manager detects the change in the role during the server discovery process. To
understand this process, see “Server Discovery” on page 347.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
356
Chapter 8 - Architecture and Technical Concepts
NOTE
Active/Inactive Status
After you install a maintenance release, it may take a little time for the
Enterprise Manager to discover the newly installed versions of the server
roles. Discovery of newly installed server roles does not happen
instantaneously. If you want Enterprise Manager to instantaneously
discover the upgraded versions of the server role, follow the procedure to
manually discover the server described in “Manually Discover a Server and
its Server Roles” on page 54.
Upon detection of an upgraded or rolled back version of a server role on a managed
server, the Enterprise Manager must perform operations in these three areas to ensure
the upgrade or rollback is properly handled:



Active/Inactive Status - Enterprise Manager must apply either an active or
inactive status to the changed server role.
Migrate Instance Data - Enterprise Manager must migrate the existing server role
instance data to the upgraded or rolled back version of the server role.
Auto-Associations - Enterprise Manager must automatically make any new
associations defined in the metadata of the upgraded or rolled back version of the
server role.
To support the upgrade process described in this section, there is a specific numbering
convention the software developers must follow when creating new server role metadata
files to support software upgrades. For more information, see “Numbering Convention
for Server Role Metadata Versions When Working on New Software Releases” on
page 360.
Related topics
Active/Inactive Status, page 357
Migration of Server Role Instance Data, page 357
Auto Associations, page 359
These operations are discussed in this section.
Active/Inactive Status
Enterprise Manager assigns the upgraded or rolled back version of the server role the
same status (active or inactive) that was applied to the server role that is being
replaced.
Migration of Server Role Instance Data
When a server role version is upgraded or rolled back, Enterprise Manager must migrate
the server role instance data from the replaced version of the server role to the
upgraded or rolled back version of the server role. The migration of the instance data is
handled differently for upgrade scenarios than for rollback scenarios.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
357
Chapter 8 - Architecture and Technical Concepts
Migration of Server Role Instance Data
Upgrade Scenario
There are two possibilities that can occur during a server role upgrade:


The upgraded server role can include new configuration settings, or require different
initial configuration settings than the replaced version of the server role. In this
case, Enterprise Manager uses values specified in .xsl style sheets to transform the
instance data from the replaced version to the values required for the upgraded
version. These .xsl style sheets are installed along with the server role metadata file
during the server role installation.
The upgraded server role can successfully operate by inheriting all configuration
settings of the previous version of the server role. In this case, the .xsl style sheets
are not needed, as noted below.
The following sequence of events occurs during a server role upgrade to migrate server
role instance data from the previous version of the server role to the upgraded version
of the server role:
1
Enterprise Manager examines the server role metadata file for the upgraded version
of the server role (the metadata file is cached in the Framework database during the
server discovery process).
Specifically, Enterprise Manager looks at the <VersionMigration> element in the
server role metadata file.
If the <VersionMigration> element does not exist in the server role metadata
file, the process concludes here. The <VersionMigration> element does not
appear in the metadata file if the new version of the server role can operate
successfully by inheriting all configuration settings of the previous version of the
server role.
2
The <VersionMigration> element lists all previous versions of the server role
that can be upgraded to the new version of the server role, and points to an XSL
stylesheet for each of the previous versions.
An example of how the <VersionMigration> element might appear for the VAM
server role appears below. This example shows how the <VersionMigration>
element might appear in the server role metadata for the a server role version
15.1.0.4 where the previous upgradeable versions are 15.1.0.1 and 15.1.0.2. Note
that each version listed points to a different .xsl file.
<VersionMigration>
<VersionMigration previousVersion=”15101” xlinks:href=VAM15101InitialData.xsl/>
<VersionMigration previousVersion=”15102” xlinks:href=VAM15102InitialData.xsl/>
</VersionMigration>
3
Enterprise Manager sorts the versions listed in the <VersionMigration> element
in ascending order.
4
Enterprise Manager searches through the sorted list to find the version number that
is greater than (or equal to) the server role instance data version for the server role
that is being replaced.
For example, if you are upgrading the 15.1.0.1 server role to 15.1.0.4, Enterprise
Manager finds the .xsl file associated with version 15.1.0.1.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
358
Chapter 8 - Architecture and Technical Concepts
Auto Associations
5
Enterprise Manager retrieves the .xsl file that is associated with the version number
that it finds in the previous step.
6
Enterprise Manager updates the server role instance data file by applying all of the
transformations it finds in the .xsl file to the server role instance data file.
7
Enterprise Manager saves the transformed server role instance data file as the new
instance data for the upgraded server role.
NOTE
As noted in step 1, the <VersionMigration> element does not appear
in the metadata file if the upgraded role can operate successfully by
inheriting all of the settings of the replaced version of the server role. In
this case, no .xsl file is required to transform the settings.
Also note that the .xsl files mentioned above are installed with the other
server role files as part of the maintenance release installation.
Rollback Scenario
During a server role rollback scenario, the Enterprise Manager looks at the server role
instance data history stored in the Framework database. From the history data,
Enterprise Manager extracts the server role instance data for the older version of the
server role (the version to which the server role is being rolled back). Enterprise
Manager uses this server role instance data as the instance data for the rolled back
version of the server role.
For example, if you are rolling back a server role from version 15.1.0.1 to version
15.1.0.0, Enterprise Manager locates the server role instance data for the 15.1.0.0
version and uses this data as the instance data for the rolled back server role.
If no server role instance data file is found for the previous version of the server role
(15.1.0.0 in the example above), the roll back process fails.
Auto Associations
Server role automatic associations are handled as described below in upgrade and
rollback scenarios.
The following is true for auto associations in upgrade scenarios:


If the upgraded version of the server role metadata contains required associations
that did not exist in the replaced version of the server role, Enterprise Manager
automatically makes those associations.
If the replaced version of the server role has an association configured that is not
specified in the upgraded version of the server role metadata, the association is
retained. The administrator must decide following the upgrade whether to retain the
association or manually remove it.
To manually remove a server role association, in the Installations tree select the
server role from which you want to remove the association. Select the
Associations tab, clear the check mark for the role association, and click Save.
During a server role rollback, only the associations that are specified in the rolled back
version of the server role metadata are automatically made. All other associations are
removed.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
359
Chapter 8 - Architecture and Technical Concepts Numbering Convention for Server Role Metadata Versions When Working on
Numbering Convention for Server Role Metadata Versions When
Working on New Software Releases
This topic is intended for software developers who must create a new version of a server
role metadata file to accommodate configuration changes required by a new software
release. This topic explains the numbering convention you must follow when specifying
version numbers in server role metadata files.
Generally, in the development process, a new code stream is created for each new
service pack release, minor release, and major release.
When creating the first version of a server role metadata file in a new code stream, you
must follow a version numbering convention that allots ten version numbers for a server
role metadata file in each code stream.
To illustrate this numbering convention, consider the following specific example.
Assume you are beginning work on a new Service Pack 2 release and a new code stream
is created for Service Pack 2. There are changes to the APP server role for Service Pack
2 that require you to create a new APP server role metadata file in the new Service Pack
2 code stream. In this case, you would do the following:
1
Examine the latest version of the APP-metadata XML file in the Service Pack 1 code
stream and determine the version number specified in the metadata file.
NOTE
2
This version number is specified in by the version= attribute of the
<ServerRoleMetadata> tag appearing at the top of the server role
metadata file.
Specify the version number in your new server role metadata file (to exist in the
new Service Pack 2 code stream) by incrementing the version number in the file to
the next highest decade so that a total of ten version numbers are available for the
server role metadata file in each code stream.
For example:
If the version number specified for the most recent server role metadata file in the
Service Pack 1 code stream is 15173, you must specify 15180 as the version
number of the first new server role metadata file in the new Service Pack 2 code
stream.
For each subsequent version of the server role metadata file that is created in the
Service Pack 2 code stream (for example, to support a hot fix rollup), you must
increment the version number by one (15181, 15182, and so on).
When work on Service Pack 3 begins, and a new code stream is created, the version
number for the first new server role metadata file in the Service Pack 3 code stream
must then increment to 15190.
This numbering convention allots ten version numbers for a server role metadata file in
each code stream. This convention prevents complications from occurring when server
role settings are transformed during software upgrades.
Related topics
What is a Server Role?, page 327
Server Discovery, page 347
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
360
Chapter 8 - Architecture and Technical Concepts
Activating/Deactivating Server Roles
Activating/Deactivating Server Roles, page 361
Editing a Server Role, page 362
Activating/Deactivating Server Roles
An administrator activates and deactivates server roles from the Installations tree by
selecting a Server node, clicking on the Server Roles tab, and selecting a check box to
activate or deactivate the server role.
Activating a Server Role
When an inactive server role is activated, Enterprise Manager does the following:




Displays the node for the server role in the Installations tree.
If the newly activated server role has any constraint violations, such as a mandatory
role association, Enterprise Manager displays a message in the Configuration
Status tab.
Populates the server role’s instance data XML file with the default settings it finds in
the server role metadata for that role (which are programmatically determined
during the server installation).
Sends the configuration changes to the managed server to update the XML
configuration files on the managed server with the server role’s new status (active)
and its default settings.
These configuration changes are transmitted to the managed servers using the
process described in Handling of Configuration Changes by the Enterprise Manager
on page 337 and Enterprise Manager Agent on page 340.
Deactivating a Server Role
When an active server role is deactivated, Enterprise Manager does the following:

Reconfigures every server role that has an association to the server role that is
being deactivated. This reconfiguration ensures that the active server roles are no
longer associated with the deactivated server roles.
These configuration changes are sent to the managed servers using the process
described in Handling of Configuration Changes by the Enterprise Manager on page
337 and Enterprise Manager Agent on page 340.




Removes any associations that were made from the deactivated server role to
another server role.
Deletes the deactivated server role associations data from the Framework database.
If deletion of a server role causes any constraint violations for other server roles, a
message displays in the Configuration Status tab.
Removes the Server Role node from the Installations tree.
Related topics
Activate/Deactivate Server Roles, page 157
What is a Server Role?, page 327
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
361
Chapter 8 - Architecture and Technical Concepts
Editing a Server Role
Server Discovery, page 347
Editing a Server Role, page 362
Editing a Server Role
An administrator edits a server role by selecting the Server Role node in the Installations
tree and altering the settings in the right-hand pane.
When an administrator performs this action, the right-hand pane is populated using the
server role metadata and the server role instance data for the selected server role.
Any changes to the server roles are transmitted to the managed servers using the
process described in Handling of Configuration Changes by the Enterprise Manager on
page 337 and Enterprise Manager Agent on page 340.
Associating/Disassociating Server Roles
An administrator associates one server role to another server role by selecting the
Server Role node in the Installations tree, clicking the Associations tab, and specifying
the association.
When the administrator selects a Server Role node and clicks the Associations tab,
Enterprise Manager examines the server role metadata for the selected server role.
Based on this metadata, Enterprise Manager determines which server roles installed in
the enterprise can be associated to the selected server role and then displays these
target server roles in the right-hand pane of the Enterprise Manager.
If a check mark exists next to a server role in the right-hand pane, the selected server
role is associated with that server role. If no check mark exists, the server roles are not
associated.
When the administrator either associates or disassociates one role with another role,
Enterprise Manager updates the server role instance data with the new association
configuration.
Any changes related to server role associations are transmitted to the managed servers
using the process described in Handling of Configuration Changes by the Enterprise
Manager on page 337 and Enterprise Manager Agent on page 340.
Launching Recorder Manager from Enterprise Manager
Process
An Enterprise Manager user can launch the Recorder Manager application on a managed
recorder server by selecting a Launch button on the System Management >
Enterprise > Settings page for the recorder server.
When the user clicks this Launch button, the request to launch the Recorder Manager
application is sent from the user’s web browser to the Enterprise Manager and then to
the Recorder Manager on the managed server. This request is sent over the HTTP(S)
connection from Enterprise Manager to Recorder Manager, as discussed in
“Communication Over HTTP(S)” on page 333.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
362
Chapter 8 - Architecture and Technical Concepts
Alarm Processes
Because the request to launch Recorder Manager is handled by Enterprise Manager,
Enterprise Manager applies the security privileges specified for the user in Enterprise
Manager to this Recorder Manager session. For details on this process, see “Security
(Authentication and Authorization)” on page 343.
For the remainder of the Recorder Manager session, the user’s interactions with the
Recorder Manager screens are proxied through the Enterprise Manager, and the access
level the user has to the Recorder Manager features is determined by the security
privileges assigned to that user in Enterprise Manager.
The diagram below shows how requests and responses between the web browser and
the EMA or RM are proxied through the Enterprise Manager.
A user can also access the Recorder Manager directly. In this scenario, the user browses
directly to the Recorder Manager application on the managed server, and does not
access the Recorder Manager through the Enterprise Manager.
If the user accesses the Recorder Manager directly, the user must have an account set
up in the Recorder Manager application to authenticate with and access the Recorder
Manager. Users who can access Recorder Manager directly are provided with superuser
access to the application. In this case, the user preferences, privileges, user name, and
password are all controlled by Recorder Manager and the user privileges configured for
the user in Enterprise Manager do not affect the level of access provided to the user
during the Recorder Manager session.
Alarm Processes
This section explains the following alarm processes:

How Managed Servers Handle Alarms, page 364

How Active Alarm Data is Sent to the Alarm Dashboard, page 364

Alarm Synchronization and the Alarm Dashboard, page 365

Throttling of Alarm Data Sent to Enterprise Manager, page 366

How the Enterprise Manager Retrieves and Displays Alarm Summaries, page 367

Alarm Acknowledgement Process, page 368

Alarm Configuration Process, page 368
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
363
Chapter 8 - Architecture and Technical Concepts
How Managed Servers Handle Alarms
How Managed Servers Handle Alarms
This section explains how alarms are handled on the managed servers.
1
Alarms originate from one of these entities on a managed server:

Components

Performance Monitor

2
Tampered Files (alarms are generated when configuration files on the managed
server are manually deleted or manually changed)
An alarm is sent from one of the entities above to the Alarm Service (or “Alarmer”)
on the managed server.
NOTE
For some system components, an alarm proxy, called the System
Monitoring Agent (SMA), pulls status messages from components,
generates the alarms and forwards them to the Alarm Service.
3
The Alarm Service processes the alarm and implements the predefined alarm logic
(rules). For example, the Alarm Service might send an email to a user or an SNMP
trap to the network management system, or implement a delay, before further
processing the alarm.
4
The Alarm Service creates an XML file for each alarm it processes and places this file
in the <install directory>\Software\ContactStore\Alarms\Active directory
on the managed server.
5
The Enterprise Manager Agent application or the Recorder Manager application on
the managed server retrieves the alarm data from the ..\Alarms\Active directory,
and displays the alarm data in the System Monitor user interface screen.
From the System Monitor, users can view, filter, sort, and acknowledge the alarms
that exist on the server that hosts the System Monitor.
NOTE
6
Active alarms also display in the Alarm Dashboard user interface of the
Enterprise Manager application, as described in “How Active Alarm Data is
Sent to the Alarm Dashboard” on page 364.
If a user acknowledges an alarm, the Alarm Service moves that alarm’s XML file
from the <install directory>\Software\ContactStore\Alarms\Active
directory to the <install directory>\Software\ContactStore\Alarms\History
directory.
How Active Alarm Data is Sent to the Alarm Dashboard
The Alarm Dashboard in the Enterprise Manager application also displays active alarms.
This dashboard displays the active alarms for every server in the enterprise from a
single user interface screen.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
364
Chapter 8 - Architecture and Technical Concepts
Alarm Synchronization and the Alarm Dashboard
This section describes how the managed servers communicate their active alarm data to
the Enterprise Manager application for display in the Alarm Dashboard.
1
Every 30 seconds, the Enterprise Manager Agent application on each managed
server runs an AlarmJob process.
2
The AlarmJob process detects any new active alarm XML files that were added to
the <install directory>\Software\ContactStore\Alarms\Active directory on
the managed server since the previous running of the AlarmJob process.
3
The Enterprise Manager Agent collects the new active alarm XML files from the
directory and sends them to the Enterprise Manager over the HTTP(S) connection.
4
Enterprise Manager stores the active alarm XML files received from the server in the
Framework Database.
5
When a user selects the System Monitoring > System Monitor > Alarm
Dashboard in the user interface, the Enterprise Manager connects to the
Framework database, retrieves the active alarm data for all servers, and displays
the active alarm information in the Alarm Dashboard.
Alarm Synchronization and the Alarm Dashboard
The Enterprise Manager Agent on each managed server performs a synchronization
process to ensure that the Enterprise Manager Alarm Dashboard maintains accurate
information about the active alarms on each server.
In some cases, active alarm XML files can be deleted from the <install
directory>\Software\ContactStore\Alarms\Active directory on the managed
server without being acknowledged. The active alarm XML files can be deleted
automatically by the system, or deleted manually by authorized support representatives
in troubleshooting scenarios.
When alarm XML files are manually deleted from a managed server in this way, a
synchronization process ensures that the Alarm Dashboard no longer displays
information about the deleted alarms.
This synchronization process occurs as follows:
1
Every 30 minutes, the Enterprise Manager Agent application on each managed
server runs an AlarmSyncJob process.
2
The AlarmSyncJob process examines all of the active alarm XML files in the <install
directory>\Software\ContactStore\Alarms\Active directory on the managed
server.
3
The AlarmSyncJob process extracts the internal name of the active alarm from each
active alarm XML file.
4
The AlarmSyncJob process creates a list containing the internal names of all of the
active alarms in the ..\Alarms\Active directory on the managed server, and sends
this list of active alarms over the HTTP(S) connection to the Enterprise Manager.
5
The Enterprise Manager compares this list of active alarms to the active alarms that
are currently present for this managed server in the Framework Database.
6
If the Framework Database contains active alarms that are not in the list of alarms
received from the managed server, the Enterprise Manager deletes these active
alarms from the Framework Database.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
365
Chapter 8 - Architecture and Technical Concepts
7
Throttling of Alarm Data Sent to Enterprise Manager
When a user selects System Monitoring > System Monitor > Alarm
Dashboard in the user interface, the Enterprise Manager connects to the
Framework database, retrieves the active alarm data for all servers, and displays
the active alarm information in the Alarm Dashboard.
NOTE
As noted above, the AlarmSyncJob process runs every 30 minutes. If
active alarms are manually deleted from the ..\Alarms\Active directory
on a managed server, the alarms may continue to appear in the Alarm
Dashboard for up to 30 minutes (they will appear until the AlarmSyncJob
next runs).
Throttling of Alarm Data Sent to Enterprise Manager
The Enterprise Manager Agent on each server in the enterprise runs two jobs that
transmit alarm data to the Enterprise Manager. These jobs include:


AlarmJob - This job runs every 30 seconds and transmits the active alarm data that
displays in the Alarm Dashboard, as noted in “How Active Alarm Data is Sent to the
Alarm Dashboard” on page 364.
AlarmSyncJob - This job runs every 30 minutes and transmits data that ensures the
Alarm Dashboard remains synchronized with the current state of active alarms on
each server, as noted in “Alarm Synchronization and the Alarm Dashboard” on
page 365.
The Enterprise Manager Agent application on each managed server employs an alarm
data throttling mechanism to ensure the amount of alarm data sent to the Enterprise
Manager application does not overload the system resources and affect server
performance.
This alarm throttling mechanism does the following:


Ensures that the AlarmJob and the AlarmSyncJob never run simultaneously. Only a
single thread is allocated for both alarm jobs. If one job is currently running, the
other alarm job cannot start until the currently running job completes its work.
When a job completes its work, there is 500 millisecond delay before the job runs
again, or before the other job starts.
For example, if AlarmJob must run two separate times to transmit all active alarm
data to the Enterprise Manager, the job runs once, then waits a half-second, then
runs a second time. Similarly, if AlarmJob is running when AlarmSyncJob is
scheduled to start, there is a half-second delay after AlarmJob completes before
AlarmSyncJob starts. The two jobs do not run concurrently.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
366
Chapter 8 - Architecture and Technical Concepts
How the Enterprise Manager Retrieves and Displays Alarm Summaries
How the Enterprise Manager Retrieves and Displays Alarm Summaries
This section explains how the Enterprise Manager retrieves alarm summaries from
managed servers, and displays these alarm summaries in the Enterprise Manager
Alarm Status tab.
1
Every 30 seconds, Enterprise Manager runs a background task that queries (via
HTTP or HTTPS) every EMA on every managed server for alarm summary
information.
2
Upon receiving an alarm summary query, the EMA on the managed server scans the
alarm XML files in the <install
directory>\Software\ContactStore\Alarms\Active directory on the managed
server.
EMA extracts from each alarm XML file the severity level of the alarm and the time
the alarm was triggered.
3
The EMA responds to the Enterprise Manager query with the following alarm
summary information:

Active alarm counts by severity

The latest times in which alarms were triggered

A checksum of the configuration data on the managed server. This checksum is
used during the server discovery process, as noted in “Server Discovery” on
page 347.
4
Enterprise Manager stores the alarm summary information received in step 3 in the
Framework Database.
5
When a user selects the System Monitoring > System Monitor > Alarm Status
tab in the user interface, and then selects a particular node of the Installations tree,
the Enterprise Manager connects to the Framework database.
6
The Enterprise Manager gathers the alarm summaries for all managed servers
under the selected Installations tree node, and aggregates these summaries.
Enterprise Manager then displays the aggregated summaries to the user in the
Alarm Status tab.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
367
Chapter 8 - Architecture and Technical Concepts
Alarm Acknowledgement Process
The diagram below shows this process of gathering alarm summary information
from the Framework database and displaying it in the user interface, as described in
steps 5 and 6:
Alarm Acknowledgement Process
A user can acknowledge active alarms from the Enterprise Manager application or
Recorder Manager application on a managed server, or from the Alarm Dashboard in the
Enterprise Manager application.
When a user acknowledges an alarm, the Alarm Service component on the managed
server moves the alarm’s XML file from the <install
directory>\Software\ContactStore\Alarms\Active directory to the <install
directory>\Software\ContactStore\Alarms\History directory.
Note that when alarms are acknowledged from the Alarm Dashboard of the Enterprise
Manager, the Enterprise Manager sends an alarm acknowledgement request to the
Enterprise Manager Agent on the managed server over the HTTP(S) connection. The
Enterprise Manager Agent communicates this request to the Alarm Service component
on the server. The Alarm Service moves that alarm’s XML file from the <install
directory>\Software\ContactStore\Alarms\Active directory to the <install
directory>\Software\ContactStore\Alarms\History directory.
Alarm Configuration Process
This section discusses the alarm configuration change process.
Users configure alarms from the System Monitoring > System Monitor > Alarm
Settings tab.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
368
Chapter 8 - Architecture and Technical Concepts
Alarm Configuration Process
When a user changes the alarm configuration for a managed server, the Enterprise
Manager saves the changes to the Framework database and sends a configuration
message to the managed server. This configuration message is handled as described in
“Handling of Configuration Changes by the Enterprise Manager” on page 337 and
“Enterprise Manager Agent” on page 340.
The EMA extracts the alarmconfig.xml file from the configuration message and writes
it to the <install directory>\conf\alarm directory on the managed server. The Alarm
Service on the managed server reads the updated alarmconfig.xml file and
implements the changes on the managed server.
The diagram below illustrates the alarm configuration process.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
369
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Background Processes
Enterprise Manager Background Processes
This section discusses background processes important to the operation of Enterprise
Manager. These background processes include:

CMS Proxy (Backward Compatibility) Process, page 370

Licensing and Serial Number Processes, page 372

Custom Data/Calculated Custom Data Import Task, page 375
CMS Proxy (Backward Compatibility) Process
Enterprise Manager uses a Configuration Management Service (CMS) Proxy to
communicate with managed servers that are from previous versions (that is, to support
backward compatibility with managed servers older than the current release of
Enterprise Manager).
The CMS Proxy is part of Enterprise Manager and is located on the Enterprise Manager
computer. All communications (such as, configuration messages or alarm queries) going
from Enterprise Manager to the Enterprise Manager Agent on a managed server are
routed through the CMS Proxy. Similarly, all communications from the Enterprise
Manager Agent to the Enterprise Manager also route through the CMS Proxy.
The CMS Proxy performs any necessary conversion operations on the communications
passing between Enterprise Manager and previous versions of the managed servers. The
CMS Proxy examines the communications passing through it, and ensures that the
communications that pass through it are formatted correctly for the server version for
which those communications are intended. If necessary, the CMS Proxy converts (or
alters) the communication to ensure it can be processed by the target server.
For example, assume that you are using Enterprise Manager v15.1 to configure a
recorder server that is earlier than version 15.1. The CMS Proxy examines all
communications from the v15.1 Enterprise Manager to the older pre-v15.1 recorder
server. The CMS Proxy understands all of the interfaces on the older server and, if
necessary, alters the communication passing through it so that the communication can
be successfully processed by the older pre-v15.1 server. Alteration of the
communication occurs if the communication involves the configuration of features
supported in v15.1 but that do not exist in pre-v15.1 version of the recorder server (or
that exist, but have been changed for the V15.1 release).
Similarly, when the older pre-v15.1 server communicates with the V15.1 Enterprise
Manager, the CMS Proxy examines the communication and performs any necessary
conversions or alterations to ensure the v15.1 Enterprise Manager can successfully
process the communication from the older pre-v15.1 server.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
370
Chapter 8 - Architecture and Technical Concepts
CMS Proxy (Backward Compatibility) Process
The following diagram shows how the communications from Enterprise Manager
components to the managed servers are handled by the CMS proxy.
To further illustrate the operation of the CMS Proxy, consider the following specific
example.


A managed recorder server of an older release maintains a file called
recorders.xml which contains configuration information for all of the recorders in
the enterprise.
In the new release, the recorders.xml file does not exist. For the new release this
file is renamed to servers.xml.
The servers.xml file includes some of the same information provided in the old
recorders.xml file, and also includes additional information added for the new
release.
Now assume you use the Enterprise Manager in the new release to make configuration
changes to the servers.xml file maintained by the Enterprise Manager.
When the servers.xml file is sent through the CMS Proxy to the old server release, the
CMS Proxy changes the name of the file from servers.xml to recorders.xml, and also
removes from the file any data that is not relevant to the old server release (for
example, configuration items added to support features in the new release that do not
exist in the old release).
The CMS Proxy then forwards the renamed and altered file to the old server release.
This conversion process ensures the file is named in the format understood by the old
server release (recorders.xml) and contains only configuration items appropriate for
the old server release.
By performing this conversion process, the CMS Proxy allows the Enterprise Manager to
operate as if all of its managed servers are of the current version. The Enterprise
Manager relies on the services of the CMS Proxy to perform the operations that support
backward compatibility.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
371
Chapter 8 - Architecture and Technical Concepts
Licensing and Serial Number Processes
Licensing and Serial Number Processes
This section discusses four processes performed by Enterprise Manager related to
licensing and serial numbers. These processes include:

Distributing Updated System Licenses to Servers, page 372

Generating Alarms for Unlicensed Server Roles, page 373


Ensuring a History of Recorder Serial Numbers is Maintained in the Database,
page 373
Retrieving Serial Numbers of Recorders Registered to Upgraded Viewers, page 374
Distributing Updated System Licenses to Servers
The system license is updated (uploaded) whenever your enterprise purchases a new
product, or the existing license expires and is renewed.
When the system license is updated, Enterprise Manager ensures that the latest license
information is distributed to each managed server. Enterprise Manager distributes the
license information to each managed server in a License.xml file. This process occurs
as follows:
1
When a new system license is uploaded, a timestamp indicating the time the license
was uploaded is stored in the BPLICENSE table in the Framework database.
2
At system startup, Enterprise Manager retrieves the timestamp from the BPLICENSE
table.
3
Enterprise Manager compares the timestamp retrieved from the BPLICENSE table to
a timestamp stored in the EM/SRLC/LicensedLastModifiedData key in the BPCONFIG
database table.
The timestamp in the BPCONFIG table indicates the last time Enterprise Manager
successfully distributed the License.xml file to the managed servers.
4
If the timestamp from the BPLICENSE table is more recent than the timestamp from
the BPCONFIG database table, Enterprise Manager continues to the next step.
If the timestamp from the BPLICENSE table is not more recent than the timestamp
from the BPCONFIG database table, Enterprise Manager takes no further action.
5
Enterprise Manager retrieves the latest system license information from the
LICENSEMANAGER Enterprise Java Bean (EJB).
6
Enterprise Manager marks the new system license information as an XML file
(License.xml) and sends this file in a configuration message to each managed
server.
The process for distributing configuration messages to managed servers is
discussed in “Handling of Configuration Changes by the Enterprise Manager” on
page 337 and “Enterprise Manager Agent” on page 340.
7
Enterprise Manager Agent extracts the License.xml file from the configuration
message and stores the file in the <install directory>\Software\Conf\Cache
directory on the managed server. Licensing changes are implemented by the Unified
Configuration and Monitoring (UCM) application on the managed server, as noted in
“Enterprise Manager Agent” on page 340.)
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
372
Chapter 8 - Architecture and Technical Concepts
8
Generating Alarms for Unlicensed Server Roles
Enterprise Manager updates the timestamp in the BPCONFIG database table to
indicate the current time as the last time it successfully distributed the system
license to the managed servers.
Generating Alarms for Unlicensed Server Roles
Some server roles require a license. When a license is updated, changes to the license
may result in an active server role becoming unlicensed (the server role is not covered
by the updated license). Server roles can also become unlicensed if a license is removed
entirely
Enterprise Manager checks for unlicensed server roles at system startup and once each
day. When Enterprise Manager detects an unlicensed server role, it generates the
following alarm: “A server in Enterprise Manager has an unlicensed role.”
The unlicensed server role will continue to function. However, you cannot make any
configuration changes to the unlicensed server role until the licensing issue is resolved.
Generally, you must upload an updated license that is valid for the server role to resolve
this issue.
Enterprise Manager detects unlicensed server roles in the following way:
1
Enterprise Manager maintains a list of each active server role that has a license in
the SERVERROLEMETADATALICENSE table in the Framework database.
Specifically, Enterprise Manager looks at each item listed in the
LICENSEDITEMNAME column of the table and compares the roles listed there
against the system license information in the LICENSEMANAGER Enterprise Java
Bean (EJB).
2
Enterprise Manager verifies that at least one valid license exists for every role listed
in the LICENSEDITEMNAME column.
3
If Enterprise Manager detects a role in the LICENSEDITEMNAME column that is not
covered by the system license in the LICENSEMANAGER EJB, it raises an alarm
about the unlicensed role.
Configuration changes to the unlicensed server role are prohibited until the licensing
issue is resolved.
Ensuring a History of Recorder Serial Numbers is Maintained in the
Database
Some managed servers added to the Enterprise Manager must have a unique serial
number. This serial number is used to generate a unique identifier, which is in turn used
to uniquely identify each call recorded by the server.
Ensuring that each recorded call file is uniquely identified prevents existing recorded
calls in storage from being overwritten by more recent recorded call files (it prevents
two different recorded call files from being assigned the same name). If two managed
server were assigned the same serial number, it is possible that two recorded calls could
be assigned the same identifier, and one file could overwrite the other in storage.
To ensure that no two managed servers with the same serial number are ever added to
the Installations tree, Enterprise Manager maintains a history of the serial numbers
assigned to all current and past managed servers. (This history includes both managed
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
373
Chapter 8 - Architecture and Technical Concepts
Retrieving Serial Numbers of Recorders Registered to Upgraded Viewers
servers currently existing in the Installations tree and managed servers that have been
deleted from the Installations tree.)
Enterprise Manager maintains the serial number history in the
GLOBALUNIQUEIDHISTORY table in the Framework database.
Enterprise Manager maintains the serial number history in the following way:
1
A serial number is assigned to a managed server whenever one of these three roles
is activated on the server: IP Recorder, Screen Recorder, or TDM Recorder.
2
The serial number is written to the SERVERINSTALLATION table in the Framework
database.
3
On system startup, Enterprise Manager examines the serial numbers provided for
all current servers in the SERVERINSTALLATION table.
4
Enterprise Manager then verifies that each managed server listed in the
GLOBALUNIQUEIDHISTORY table has a serial number associated to it. If a serial
number is not associated to a managed server, Enterprise Manager assigns the
serial number to the server based on the serial number information obtained from
the SERVERINSTALLATION table.
The server serial numbers and related information are maintained in these three
columns of the GLOBALUIQUEIDHISTORY table:

COUNTERNAME - The table uses AUDIO_REC as the COUNTERNAME for the list
of managed recorder servers and their serial numbers.

HOSTNAME - Contains the hostname of a managed recorder server.

GLOBALUNIQUEID - Contains the serial number of the managed recorder server.
Retrieving Serial Numbers of Recorders Registered to Upgraded Viewers
If you are migrating (upgrading) a Viewer application in your enterprise to the latest
release, Enterprise Manager follows a process to retrieve the serial numbers associated
with all recorder servers registered to the Viewer application.
Enterprise Manager then ensures that the serial numbers of these recorder servers are
stored in the GLOBALUNIQUEHISTORY table, as discussed in “Ensuring a History of
Recorder Serial Numbers is Maintained in the Database” on page 373.
To perform this process, Enterprise Manager does the following:
1
When a migrated Viewer is imported into Enterprise Manager, the
ISMIGRATIONNEEDED flag in the VIEWERINSTALLATION database table of the
Framework database is set.
2
At system startup, Enterprise Manager examines the ISMIGRATIONNEEDED flag,
and if it indicates a migrated Viewer was imported, it continues to the next step.
3
Enterprise Manager contacts the Viewer web service on the Viewer computer and
makes a call to this web service to get the information for all of the recorder servers
that are registered to it.
4
The Viewer web service responds to Enterprise Manager with the information about
the servers registered to it, including the serial numbers of all of the servers.
Enterprise Manager updates serial number information in the
GLOBALUIQUEIDHISTORY table for these Recorders as discussed in “Ensuring a
History of Recorder Serial Numbers is Maintained in the Database” on page 373.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
374
Chapter 8 - Architecture and Technical Concepts
Custom Data/Calculated Custom Data Import Task
Custom Data/Calculated Custom Data Import Task
This section discusses the operation of the Enterprise Manager Custom Data/Calculated
Custom Data Import Task. This task imports Custom Data (CD) and Calculated
(Programmable) Custom Data (CCD) from the Quality Monitoring system.
NOTE
The task and operations described in this section run only if your
environment is licensed for the Quality Monitoring system.
The Quality Monitoring application uses CD to associate attributes to recorded contacts,
and CCD as the logic that uses the CD to determine when contacts are or are not
recorded (CCD is essentially the same as a recording rule).
For the CD and CCD to be handled by the Integration Service in a recording
environment, the CD and CCD must be imported from the QM system by Enterprise
Manager and then converted into the formats that the Integration Service understands.
This conversion process accomplishes the following:


Ensures that calls that are recorded by Quality Monitoring can be tagged with
attributes (standard and custom) in the format understood by the Integration
Service
Ensures that the CCD is converted to business rules in the format understood by the
Integration Service.
If this import and conversion process does not occur, calls recorded by the Quality
Monitoring application will not be correctly tagged and users cannot locate those calls by
entering attributes in search queries. Also, the business rules (or CCD) that control the
recording of Quality Monitoring calls will not function.
The Enterprise Manager is responsible for importing the CD and CCD so that they can be
converted. The remaining topics in this section discuss how this import process works
and the operations that occur when the import process completes.
MDAL Web Service
The MDAL Web Service plays an important role in the CD/CCD import process. The
MDAL Web Service runs on the managed server that contains the Framework
Applications server role (called the APP server role in the Framework database). The
MDAL Web Service connects to the Active Directory Application Mode (ADAM) service
used by the Quality Monitoring application to obtain the CD and CCD from the Quality
Monitoring application.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
375
Chapter 8 - Architecture and Technical Concepts
CD/CCD Import Task Process and Related Activity
The CD/CCD Import Task connects to the MDAL Web Service to import the CD and CCD
into Enterprise Manager. The Enterprise Manager learns the location of the MDAL Web
Service in the following way:
1
When a server containing the Framework Applications server role is added to the
Installations tree, information about this server (such as the server address and the
HTTP alias) is written to the servers.xml file maintained by Enterprise Manager.
2
The Framework Application plugin application on Enterprise Manager accesses the
servers.xml file and reads the HTTP Alias of the server containing the Framework
Applications server role.
3
The Framework Application plugin stores the MDAL Web Service location (the HTTP
Alias) in the Framework database, where it can be retrieved by the CD/CCD Import
Task. (The MDAL Web Service location is stored in the BPCONFIG table of the
Framework database in the key qm/webservicehost).
CD/CCD Import Task Process and Related Activity
The CD/CCD Import Task operates as follows:
1
The CD/CCD Import Task makes an HTTP connection to the MDAL Web Service once
each minute by default. To make this connection, the CD/CCD Import Task connects
to the address specified in the qm/webservicehost key in the BPCONFIG
database table, as noted earlier.
NOTE
The setting that controls how frequently this task runs is stored in the
following key in the BPCONFIG table of the Framework database: EM/
MDAL/MDALTimeInterval. The default setting is 1 minute.
2
The CD/CCD Import Task sends to the MDAL Web Service a timestamp that
indicates the last time it successfully received and processed CD/CCD from the
MDAL Web Service.
3
The MDAL Web Service determines if it has any CD/CCD updates that are more
recent than the timestamp received from the CD/CCD Import Task. If it has no new
data, the process terminates. If it has new data, the process continues to the next
step.
4
The CD/CCD Import Task imports the latest CD/CCD updates from the MDAL Web
Service.
5
The CD/CCD Import Task writes the CD/CCD updates to the following Framework
database tables:




6
EMCALCUSTOMDATAFIELD - Stores both CD and CCD (when columntype=0 it is
CD, and when columntype=1 it is CCD).
EMCALCUSTOMDATAVALUE - Stores the value with which the contact will be
tagged.
EMCALCUSTOMDATACOND - Stores the condition to evaluate.
EMCALCUSTOMDATACONDVAL - Stores the value that the condition should
match for the call to be tagged with the CCD value.
When the CD/CCD Import Task successfully completes, it updates the following key
in the BPCONFIG table of the Framework database: EM/MDAL/lastSynchTime.
This is the timestamp sent to the MDAL Web Service in step 2.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
376
Chapter 8 - Architecture and Technical Concepts
CD/CCD Import Task Process and Related Activity
After the CD/CCD Import Task completes, the Enterprise Manager performs the
following activities to transmit the converted CD/CCDs to the managed servers:

Enterprise Manager writes the information from the four database tables to these
files in the <install directory>\Software\Conf\Cache directory
-
Attributes.xml - Converted CD is written to this file.
-
BusinessRules.xml - Converted CCD is written to this file.
NOTE

To locate the <install directory>, see “Locating the Installation
Directory” on page 347.
Enterprise Manager sends the Attributes.xml and the BusinessRules.xml file to
managed servers that contain an active Recorder Integration Service server role
(these server roles are displayed as CFM and INTEGRATION_FRAMEWORK
respectively in the database). These files are sent to the managed servers in
configuration messages, as discussed in “Handling of Configuration Changes by the
Enterprise Manager” on page 337 and “Enterprise Manager Agent” on page 340.
The diagram below shows the CD/CCD import process and the transmission of the
Attributes.xml and BusinessRules.xml files to the managed servers.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
377
Chapter 8 - Architecture and Technical Concepts
Configure Alarms and Messaging Adapters and HTTP Settings
Configure Alarms and Messaging Adapters
and HTTP Settings
The Enterprise Manager HTTP Server, Alarm Collection adapter, and Messaging adapter
are essential to the proper functioning of the Enterprise Manager.
IMPORTANT
The information provided in this section is for reference only. The settings
discussed in this section should only be changed under the supervision of
an authorized support representative. Changing these settings can cause
applications to stop functioning.
The HTTP Server enables you to access the Enterprise Manager with a Web browser. The
Alarm Collection and Messaging adapters enable the Enterprise Manager to receive
alarms from and to send configuration messages to the servers it manages. (For more
information about configuration messages, see “Handling of Configuration Changes by
the Enterprise Manager” on page 337.)
The HTTP Server, Alarm Collection adapter, and Messaging adapter are all configured by
default and will operate following the Enterprise Manager installation using the default
settings. Do not change these settings unless instructed to do so by an authorized
support representative.
Information is presented in the following topics:

Configure EM HTTP Settings, page 378

Configure EM Alarm Collection Settings, page 379

Configure EM Messaging Settings, page 381
Configure EM HTTP Settings
You can configure EM HTTP settings to control the functioning of the EM HTTP Server.
Change these settings only under the instruction of an authorized support
representative.
To configure EM HTTP Settings:
1
Click System Management > General Settings > General.
2
Scroll down the General Settings window until you find the EM HTTP
Configuration section.
If necessary, click the small arrow to the left of EM Alarm Collection to display all of
the configuration fields in that section.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
378
Chapter 8 - Architecture and Technical Concepts
3
Configure EM Alarm Collection Settings
Complete the fields according to the following, or accept the default values:
Item
Description
HTTP Connection
Factory Timeout
Type the amount of time in milliseconds to wait for the
connection factory to return an HTTP connection. The default
setting is 5000.
HTTP Connection
Timeout
Type the amount of time in milliseconds to wait for a connection
from the HTTP Server. The default setting is 15000.
HTTP Socket
Timeout
Type the number of milliseconds to wait for data to arrive from
the Server. The default setting is 30000.
HTTP Max
Connections
Type the maximum number of open HTTP connections. The
default setting is 100.
HTTP Max
Connections Per
Host
Type the maximum number of open connections per host. The
default setting is 2.
Note: All fields are mandatory and values typed must be greater than 0.
4
Click Save.
5
Restart the application server for changes to take effect.
Configure EM Alarm Collection Settings
The Enterprise Manager (EM) Alarm Collection settings allow Enterprise Manager to
collect alarm data from the Enterprise Manager Agent (EMA) application on each
managed server in the enterprise. Alarm data is collected from each EMA application on
a recurring basis, such as every 60 seconds, and is relayed to Enterprise Manager.
Change these settings only under the instruction of an authorized support
representative. Changing these settings can cause applications to stop functioning.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
379
Chapter 8 - Architecture and Technical Concepts
Configure EM Alarm Collection Settings
To configure EM Alarm Collection settings:
1
Click System Management > General Settings > General.
2
Scroll down the General Settings window until you find the EM Alarm Collection
section.
If necessary, click the small arrow to the left of EM Alarm Collection to display all of
the configuration fields in that section.
3
Complete the fields according to the following, or accept the default values:
Item
Description
Maximum Number
of Threads
Type the maximum number of threads available to send
Enterprise Manager Agent (EMA) or Recorder Manager (RM)
requests. Since each request to a EMA or RM is done on a
separate thread, this number is the maximum number of
concurrent EMA or RM requests. The default setting is 5.
Minimum Number
of Threads
Type the minimum number of threads available to send EMA or
RM requests. The default setting is 1.
Thread Execution
Delay
Choose the delay time (in milliseconds) between a thread
completing the execution of a task and starting the execution of
a new task. Valid values are 0,50,150,200,250, or 300. The
default setting is 300.
Polling Enabled
Check if alarm polling is to be enabled. This setting is selected
by default.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
380
Chapter 8 - Architecture and Technical Concepts
Configure EM Messaging Settings
Item
Description
Polling Interval
Choose the interval in milliseconds to poll each EMA and RM for
its alarm status. Valid values are 30000, 60000, 90000, or
120000. The default setting is 30000.
Disable Sending
Email on Failure
Check this checkbox to disable the sending of email messages
to individuals whenever there is a failure collecting alarm
information from a managed server. This setting is not selected
by default.
Note: All fields are mandatory and values typed must be greater than 0.
4
Click Save.
5
Restart the application server for changes to take effect.
Configure EM Messaging Settings
The Enterprise Manager (EM) Messaging settings allow the Enterprise Manager to send
configuration messages to the servers it manages. These configuration messages are
handled by the Enterprise Manager Agent (EMA) application on the managed servers.
(For more information on configuration messages, see “Handling of Configuration
Changes by the Enterprise Manager” on page 337.)
Change these settings only under the instruction of an authorized support
representative. Changing these settings can cause applications to stop functioning.
To configure EM Messaging settings:
1
Click System Management > General Settings > General.
2
Scroll down the General Settings window until EM Reliable Messaging displays,
and then click the arrow to show all fields.
3
Complete the fields according to the following, or accept the defaults:
Item
Description
Maximum Number
of Threads
Type the maximum number of threads available to send
Enterprise Manager Agent (EMA) requests. Since each request
is done on a separate thread, this number is the maximum
number of concurrent EMA requests. The default setting is 5.
Minimum Number
of Threads
Type the minimum number of threads available to send EMA
requests. The default setting is 1.
Thread Execution
Delay
Choose the delay time (in milliseconds) between a thread
completing the execution of a task and starting the execution of
a new task. Valid values are 0,50,150,200,250, or 300. The
default setting is 300.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
381
Chapter 8 - Architecture and Technical Concepts
Configure EM Messaging Settings
Item
Description
Message Data
Purge Interval
(days)
Type the interval (in days) to check for message data that
should be deleted (in days). The default setting is 1.
Message Job Purge
Interval (days)
Type the interval (in days) to check for message jobs that
should be deleted. The default setting is 1.
Message Job Age
(days)
Type the age of the message job (in days) before it can be
deleted. Any message job older than the number of days and
that is completed will be purged from the database. The default
setting is 30.
Scheduled Job
Timer Interval
Type the interval (in milliseconds) used to check for jobs that
have been scheduled and are ready to be sent. The default
setting is 60000.
Viewer Web
Service Timeout
Type the amount of time (in milliseconds) that the adapter waits
for a message to be processed by a Viewer. Once this amount of
time has passed, the adapter considers the message failed and
re-attempts on the next interval. The default setting is 600000.
Client Timeout
Type the amount of time (in milliseconds) that the adapter waits
before timing out a client request from Enterprise Manager. This
value is used to prevent unresponsiveness while the adapter is
processing large configuration messages. Once a timeout has
occurred, the Configuration Status screen displays the status of
the message. The default setting is 15000.
Note: All fields are mandatory and values typed must be greater than 0.
4
Click Save.
5
Restart the application server for changes to take effect.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
382
Chapter 8 - Architecture and Technical Concepts
Information Collector Architecture and Processes
Information Collector Architecture and
Processes
The Enterprise Manager includes an Information Collector feature that collects files
related to individual server roles to support troubleshooting efforts. The files collected
for each server role vary, but generally include log files, configuration files, and alarm
files.
An end user runs the Information Collector feature by selecting server roles from an
Installations tree in the user interface.
NOTE
For details on using the Information Collector, see Log Collection with
Information Collector, page 294.
After the user selects the server roles, the user interface displays a page containing a
separate download link for each server for which the user selected a server role.
The user selects a download link to begin the information collection process for one
server.
The Information Collector collects all files associated with the selected server roles on
that server, compresses the files, and streams the resulting zip file to the user’s web
browser. The user can then extract files from this zip file when troubleshooting problems
related to the server roles on that server.
This section discusses the Information Collector architecture and processes, and
includes the following topics:



Information Collection Process and ZIP File Streaming, page 383 - Explains how the
Information Collector collects files, how it determines which files to collect for each
server role, and how the zip file streaming is accomplished.
Information Collector ZIP Files, page 385 - Explains the Information Collector zip
filename format and the zip file directory structure. This section also briefly
discusses the log file for the information collection process.
Information Collector Collect Between Setting, page 387 - Explains the
configuration settings that control whether the date range setting in the user
interface is used or ignored when collecting information for server role components.
Information Collection Process and ZIP File Streaming
The steps below explain how the Information Collector collects files for server roles and
streams the zip file to a user’s web browser.
1
Using a web browser, a user accesses the Enterprise portal, and clicks System
Monitoring > Log > Information Collector to open the Information Collector.
2
From the Information Collector user interface, the user selects the individual server
roles from which to collect information. The user may select server roles on a single
server or server roles on multiple servers.
3
After selecting a set of server roles, a Collection window opens in the user interface.
This window contains one download link for each server from which the user has
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
383
Chapter 8 - Architecture and Technical Concepts
Information Collection Process and ZIP File Streaming
selected a server role. The user clicks a download link for a specific server to initiate
the file collection process for that server.
4
When the download link is clicked, the web browser makes a direct HTTP (or HTTPS)
connection to the Enterprise Manager Agent (EMA) on the target server.
NOTE
To make the connection to the EMA, the web browser uses the hostname
and port specified in the System Management > Enterprise >
Settings tab for the target server (default ports are 80 for HTTP and 443
for HTTPS).
If a firewall prevents a web browser from connecting to a managed server
on the ports specified on the server’s Settings tab, use the web browser
installed on the application server that hosts the Enterprise Manager
application to access and run the Information Collector.
5
When the connection is established, the Information Collector sends a URL to the
EMA on the server.
This URL contains the names of the server roles on that server for which the EMA
must collect information.
6
The EMA receives the URL from the Information Collector, and assembles a cache
file named RoleComponentMap.xml in the <install
directory>\Software\EMA\InfoCollector\AntScript directory.
To assemble the RoleComponentMap.xml file, the EMA does the following:
a. Examines the server role metadata file for each server role that was provided in
the URL.
b. Extracts from each server role metadata file the list of components that
comprise each server role.
c. Creates in the RoleComponentMap.xml cache file an entry for each server role
that was provided in the URL.
This entry includes one subentry for each component of the server role.
Each component subentry contains a mapping to a specific component
configuration XML file in the <install directory>\Software\Conf\InfoCollector
directory.
A component configuration XML file lists the specific files that must be collected for a
particular component.
NOTE
One file exists in the <install
directory>\Software\Conf\InfoCollector directory for each
component from which information can be collected.
Two examples of the files in this directory include:


FrameworkApplications_DefinitionInfoCollector.xml - Lists the files
that must be collected for the component named “WFO Workforce
Optimization”.
Enterprise Manager Agent_Definition.InfoCollector.xml - Lists the files
that must be collected for the component named “WFO Enterprise
Manager Agent.”
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
384
Chapter 8 - Architecture and Technical Concepts
Information Collector ZIP Files
7
The EMA runs a GenerateScript.xml file.
8
The GenerateScript.xml file uses the RoleComponentMap.xml file as input. The
GenerateScript.xml processes each server role entry in the RoleComponentMap.xml
one-at-a-time. For each server role entry, the script does the following:
a. Examines each component configuration XML file in the <install
directory>\Software\Conf\InfoCollector directory that is associated to a component
listed under the server role entry.
b. Copies the files specified by the component configuration XML files examined in
step a.
c. Compresses the files copied in step b.
d. Streams these compressed files to the web browser as a zip file
e. Deletes the file copies it created in step b.
The user should be aware of the following points regarding the process described above:

As noted above, the RoleComponentMap.xml file created in step 6 is cached. This
file resides in the <installation directory>\Data\EMA\InfoCollector\AntScript
The Information Collector does not build this cache file every time it performs the
collection process on a server. If the file already exists, the process will skip step 6
and use the cached version of the file rather than creating a new one.
The Information Collector rebuilds an existing RoleComponentMap.xml file if a
change occurs to the server role metadata file or any of the component
configuration XML files that were used to create the RoleComponentMap.xml file.
Generally, these files will change only when there is a server role downgrade or
upgrade, or a patch is applied to a server.

The GenerateScript.xml file mentioned in steps 7 and 8 is an Apache Ant script. The
script resides in the <installation directory>\Data\EMA\InfoCollector\AntScript
directory.
Information Collector ZIP Files
This section discusses the following topics related to Information Collector zip files:

ZIP Filename Format, page 385

ZIP File Directory Structure, page 386

Collection Process Log File, page 386
ZIP Filename Format
An Information Collector zip file has this filename format:
<servername>-<timestamp>.zip


<servername> is the name of the server on which the zip file was created (this
name appears in the Name field of the System Management > Enterprise >
Settings tab for the server).
<timestamp> indicates the time the zip file was created in this format: yearmonth-day-hour-minute-second.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
385
Chapter 8 - Architecture and Technical Concepts
ZIP File Directory Structure
For example, a log collection zip filename looks like this: ServerName1-2013-10-2315-27-22.
ZIP File Directory Structure
This section explains the directory structure of an Information Collector zip file.
In an Information Collector zip file, the Information Collector creates a top-level
directory for each component for which it collects files.
Beneath this top-level directory, the Information Collector creates subdirectories that
mimic the directory structure on the server from which the collected files are taken.
To illustrate, consider the example below. This example shows the directory structure for
one component (Adam Access Layer) in an Information Collector zip file.
In this example, Information Collector collected files for the Adam Access Layer
component.
The collected files originally resided in the C:\WFO\Data\Logs\MDAL directory on
the server from which they were collected.
The actual files collected are MDAL_CF.lft, MDAL_CF_CRITICAL.lft, and MDALWS_CF.ltf
As shown in the example above, the Information Collector creates a top-level directory
containing the component name. Beneath this top level directory in the zip file,
Information Collector creates a directory structure for the collected files that mimics the
directory structure of their original location on the server from which they were
collected.
As a result, the directory path to the these same files in the uncompressed zip file is:
<root>:\Adam Access Layer\C\WFO\Data\Logs\MDAL
Collection Process Log File
Each Information Collector zip file includes a collection process log file. This log file lists
the actions taken by the Information Collector to create the zip file.
The collection process log file has this filename format:
collection.xxxxxxxxxxxxx.log
where xxxxxxxxxxxxx is a unique numerical identifier.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
386
Chapter 8 - Architecture and Technical Concepts
Information Collector Collect Between Setting
Information Collector Collect Between Setting
When running the Information Collector, an end user can specify a data range in a
Collect between setting on the System Monitoring > Log > Information Collector
tab.
The Collect between setting specifies the date range for which the Information
Collector collects information from server components that are configured to support
date range collection. The maximum value allowed for this date range setting is two
days.
The purpose of this setting is to prevent components that regularly collect large
amounts of data from adversely affecting Information Collector performance.
Note the following important points regarding the Collect between date range setting:


The Collect between date range setting is only valid for a component if that
component has a filter= value set in its component configuration XML file (located
in the <install directory>\Software\Conf\InfoCollector directory).
If this filter= value is not set in the component configuration XML file, any date
range setting specified in the Collect between setting is ignored, and the Information
Collector collects all available information for the component regardless of the age or date of
the information.
To illustrate the filter= value, consider the example below of the
EnterpriseManagerAgent_Definition.InfoCollector.xml file (the component
configuration XML file for the component named “Enterprise Manager Agent”).
The filter= value has a red box around it in the example above. The presence or
absence of the “byModifiedDate” value determines whether the date range setting is
used or ignored
For example:
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
387
Chapter 8 - Architecture and Technical Concepts

Information Collector Collect Between Setting
If filter=“byModifiedDate” (as shown above), the Collect between date
range setting is used when collecting information for the “Enterprise Manager
Agent” component.
In this case, the maximum time span for which you can collect information for the
“Enterprise Manager Agent” component is two days. The particular date range for
which information is collected is determined by the date range specified in the
Collect between setting in the user interface. If no date range is specified in the
user interface, the most recent 48 hours of information is collected.

If the filter= setting is empty, the Collect between date range setting is ignored
when collecting information for the component. In this case, the Information
Collector collects all available information for the “Enterprise Manager Agent”
component regardless of the age or date of the information.
IMPORTANT
You should modify the filter= parameter described above only under
the guidance of an authorized support representative.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
388
Chapter 8 - Architecture and Technical Concepts
Auditing System Architecture
Auditing System Architecture
The Enterprise Manager supports the auditing of user actions that occur in these three
applications:

Enterprise Manager

Enterprise Manager Agent (on the managed servers)

Recorder Manager (on the managed recorder servers)
This section discusses the architecture of the auditing system and how the Enterprise
Manager displays lists of audited actions for the three applications noted above.
Knowledge of this system will provide you with greater insight into the operation of the
Enterprise Manager and assist you in troubleshooting the auditing system.
This section discusses the following topics:

The Audit Viewer, page 389

Audited Actions and Database Tables, page 390

Enterprise Manager Audit Entries, page 390

Enterprise Manager Agent and Recorder Manager Audit Entries, page 391

Detection of Tampered or Missing Audit-Entry Files, page 393

Troubleshooting the Auditing System, page 393
The Audit Viewer
The Audit Viewer is the user interface an administrator uses to view the list of audited
actions. An administrator accesses the Audit Viewer by selecting the System
Monitoring > Audit Viewer > Audit Viewer option.
The list of audited actions includes a variety of information about each action, such as
the Actor (or user) that performed the action, the module in which the action occurred,
the time of the action, a summary description of the action, and a detailed description of
the action.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
389
Chapter 8 - Architecture and Technical Concepts
Audited Actions and Database Tables
Audited Actions and Database Tables
As noted earlier, the list of audited actions in the Audit Viewer are actions that
administrators take in these three applications:

Enterprise Manager

Enterprise Manager Agent (on the managed server)

Recorder Manager (on the managed server)
When an administrator uses one of these applications to make a change that alters the
configuration of the managed server(s), an audit trail entry is created for the action.
These audit trail entries contain the information about the audited actions that displays
in the Audit Viewer user interface.
The Enterprise Manager writes audit trail entries from itself, the Enterprise Manager
Agent application, and the Recorder Manager application into these two database tables
in the Framework database:


AUDITTRAILENTRY - Stores information about the action the user performs.
AUDITENTRYPROPERTY - When a user changes one or more settings on a screen, all
of the settings that exist on that screen are stored in this table (including both the
changed and unchanged settings).
Enterprise Manager then uses the information that appears in these two tables to
populate the Audit Viewer screen and the Audit Record Details screen in the Enterprise
Manager user interface so that information about the audited entries can be displayed to
the end user.
The manner in which Enterprise Manager collects and writes audit entries to these
database tables is discussed in “Enterprise Manager Audit Entries” on page 390 and
“Enterprise Manager Agent and Recorder Manager Audit Entries” on page 391. The
process of writing audit entries to the database tables is different for the Enterprise
Manager application than it is for the Enterprise Manager Agent and Recorder Manager
applications.
Enterprise Manager Audit Entries
Each button in Enterprise Manager that implements a configuration change is mapped to
an audit trail entry. When an administrator clicks any button in the Enterprise Manager
that results in a configuration change (writes a value to the database), the Enterprise
Manager writes audit trail entry information directly to the AUDITTRAILENTRY and
AUDITENTRYPROPERTY database tables in the Framework database.
The Enterprise Manager then uses the information from these tables to create the list of
audited actions in the Audit Viewer screen, and to populate the Audit Record Details
screen with detailed information about the audited action. In this way, audit entries for
actions taken by users of Enterprise Manager appear in the Audit Viewer user interface.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
390
Chapter 8 - Architecture and Technical Concepts
Enterprise Manager Agent and Recorder Manager Audit Entries
Enterprise Manager Agent and Recorder Manager Audit
Entries
This section describes the process through which Enterprise Manager collects audit entry
files from the Enterprise Manager Agent application and the Recorder Manager
application on the managed servers, and updates the database tables.
This section includes these topics:

Enterprise Manager Agent and Recorder Manager Audit Entry XML Files, page 391

How Enterprise Manager Handles the Audit-Entry XML Files, page 391
Enterprise Manager Agent and Recorder Manager Audit Entry XML Files
Each button in the Enterprise Manager Agent or Recorder Manager application that
implements a configuration change is mapped to an audit trail entry.
When an administrator clicks one of these buttons, the application writes audit
information to XML files stored in the <install directory>\Software\Audit
subdirectory on the managed server. These XML files are listed below:


audit-entryEMA.CURRENT.XML - The Enterprise Manager Agent writes audit trail
entries to this file.
audit-entryRM.CURRENT.XML - The Recorder Manager writes audit trail entries
to this file.
The maximum size allowed for each of these files is 15KB. When the file size of either of
these files reaches 15KB, the file is saved to a new name that includes a timestamp that
indicates the time at which the file reached the 15KB limit, as indicated below:

audit-entryEMA.<timestamp>.XML

audit-entryRM.<timestamp>.XML
In these examples, <timestamp> indicates the time at which the file reached the 15KB
limit and was renamed. These timestamped files are also stored in the <install
directory>\Software\Audit subdirectory on the managed server.
When the timestamped files are created, the Enterprise Manager Agent application and
the Recorder Manager application also create new audit-entryEMA.CURRENT.XML
and audit-entryRM.CURRENT.XML files, and begin storing the latest audit trail entries
in these files.
NOTE
To locate the <install directory>, see “Locating the Installation
Directory” on page 347.
How Enterprise Manager Handles the Audit-Entry XML Files
Enterprise Manager follows a process to retrieve the timestamped audit-entry XML files
from the managed servers. Enterprise Manager then writes information from the auditentry XML files to the two database tables, and updates the Audit Viewer user interface
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
391
Chapter 8 - Architecture and Technical Concepts
How Enterprise Manager Handles the Audit-Entry XML Files
with the information from the database tables. In this way, Enterprise Manager displays
audit information from the Enterprise Manager Agent application and the Recorder
Manager application in the Enterprise Manager user interface.
This process occurs as follows:
1
Every three minutes Enterprise Manager connects with the Enterprise Manager
Agent on the managed server to check for new files with filenames in these formats:

audit-entryEMA.<timestamp>.XML

audit-entryRM.<timestamp>.XML
When Enterprise Manager makes this query, it also sends to the Enterprise Manager
Agent application the timestamp that indicates the last time it successfully
processed audit-entry XML files from this managed server.
2
The Enterprise Manager Agent examines the timestamp it receives from Enterprise
Manager.
3
Enterprise Manager Agent deletes any existing auditentryEMA.<timestamp>.XML or audit-entryRM.<timestamp>.XML files that
have timestamps in their filenames that are equal to or older than the timestamp
sent by Enterprise Manager.
4
Enterprise Manager Agent then sends to Enterprise Manager any files that it has in
the format audit-entryEMA.<timestamp>.XML or auditentryEMA.<timestamp>.XML where the timestamp in the filename is more
recent than the timestamp sent from Enterprise Manager to Enterprise Manager
Agent.
NOTE
In performing steps 3 and 4, Enterprise Manager Agent purges the XML
files that have already been processed by Enterprise Manager, and sends
Enterprise Manager only the most recent, unprocessed XML files.
5
Enterprise Manager imports the XML files it receives from the Enterprise Manager
Agent on the managed server and updates the AUDITTRAILENTRY and
AUDITENTRYPROPERTY database tables with the information from these files.
6
Enterprise Manager uses the information from the two database tables to populate
the Audit Viewer interface with audited actions from the Enterprise Manager Agent
and Recorder Manager application on the managed server.
7
After it has successfully processed the XML files, Enterprise Manager updates the
timestamp that it will send to the Enterprise Manager Agent during the next query
for new audit-entryEMA.<timestamp>.XML and auditentryEMA.<timestamp>.XML files on that server.
Enterprise Manager waits until it has successfully processed the XML files before
updating the timestamp that it sends to the Enterprise Manager Agent.
If Enterprise Manager does not completely process the XML files for any reason, the
timestamp is not updated. Enterprise Manager will send the same timestamp the
next time it queries Enterprise Manager for the XML files. Enterprise Manager will
then receive from the Enterprise Manager Agent the same XML files that were not
correctly processed on the previous pass, and attempt to process these files again.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
392
Chapter 8 - Architecture and Technical Concepts
Detection of Tampered or Missing Audit-Entry Files
Detection of Tampered or Missing Audit-Entry Files
Enterprise Manager can detect if any audit-entry XML files are manually deleted from
the managed server, and can also detect when specific entries are deleted from
individual audit-entry XML files.
When Enterprise Manager detects missing XML files, or missing entries in an XML file, it
creates an audit entry and writes this audit information directly to the
AUDITTRAILENTRY and AUDITENTRYPROPERTY databases. The Audit Viewer is then
updated with an audited action indicating that the XML files have been tampered with.
Troubleshooting the Auditing System
As noted earlier, the audit-entry XML files are stored in the <install
directory>\Software\Audit subdirectory on the managed server. At minimum, these
two files should exist in this directory at all times:

audit-entryEMA.CURRENT.XML

audit-entryRM.CURRENT.XML
You may also see additional files in this subdirectory that contain timestamps in the
filename. The presence of these files indicates that there are files that have passed the
15KB limit, but have not yet been processed by Enterprise Manager. For example:

audit-entryEMA.<timestamp>.XML

audit-entryRM.<timestamp>.XML
If you see old files accumulating in this directory, it may indicate that Enterprise
Manager is not importing the files at the expected three-minute intervals. Either
Enterprise Manager is unable to pull the files or is unable to write them to the database.
In this situation, you may also notice that there are no recent times displayed in the
Time of Event column in the Audit Viewer screen in Enterprise Manager.
If this occurs, Enterprise Manager is either having problems importing the files from
Enterprise Manager Agent or is unable to write information to the database tables.
Consult the Enterprise Manager logs to determine the problem.
Enterprise Manager Configuration and Administration Guide
Confidential and Proprietary Information of Verint Systems Inc.
393