Support and Configuration of Avaya QM 11.0

1

Support and Configuration of Avaya QM 110

Document Version 10Author Verint OEM Technical Enablement TEAMRelease Date January 2012

Quality Monitoring Configuration with Avaya Contact Recorder

2

Agenda

bull System Requirementsbull Avaya QM110 Configuration with ACR11bull Cognos and Enterprise Configuration bull Client Screen Capture installbull Supervisor Package Installationbull Upgrading from Verint Branded QM781 to Avaya QM110bull Upgrading Cognos and Enterprise Reporting from Verint Branded 781 to Avaya Branded Version 11

In order to verify the QM installation ensure the following tasks have been completedEnsure that the Windows Server 2008 R2 or Windows Server 2003 R2 Service Pack 2 operating system is installed on the C drive of all servers that are part of the Quality Monitoring installation

Ensure that SQL2005 SP3 is installed in mixed mode for 2003 servers

Ensure that SQL2008 is installed in mixed mode for 2008 servers

Ensure that all agent and supervisor workstations have Windows 7 Windows Vista Enterprise Windows XP Windows 2000 or Windows 2003 installed

Ensure that the correct host names have been set on all the servers in your solution prior to beginning your install

Determine the domain to which the your servers will belong Refer to Support for Fully Qualified Domain Names on page 191 of the QM installation Manual shipped with DVD for further details You can access the Quality Monitoring system in the following ways IP address for example http12345678908285qm Fully qualified domain name for example httpwwwservernamecom8285qm or httpservernamexyzcom8285qm

Default server name usage for example httpservername8285qm

For Windows 2003 and 2008 servers you need to add the URL to your Trusted Sites (Internet Explorer gt Tools gt Internet Optionsgt Security gt Trusted Sites)

3

System Requirements

Server Security Prerequisites You must have full administrative rights to complete all of the installation tasks successfully You must have readwrite

permissions to the folders on which you intend to install Quality Monitoring and Tomcat Appropriate administrative rights are also required to write several keys into the HKLM hive in the registry

Ensure that the local admin account with which you are performing the install has been granted rights to logon as a service this can be set in StartgtprogramsgtAdministrative toolsgtexpand security options and ensure the admin account you are using has been granted the rights to ldquoLogon as a servicerdquo

When using split server environments its important to remember that you can not use the local system account to run your services and that you will have to use either a local windows service account with local administration rights on all the servers or similarly a domain service account with local admin rights to all the servers in the solution You should set the password for this account to never expire

4

5

Creating the QM Database

- Before installing the QM Application we need to create the QM database as per following steps

1 First you will need to create the QM ldquowitnessrdquo Database Drill down to Quality MonitoringdatabaseMS SQL ServerDatabase from your QM 1012 DVD Media and copy the contents within the database folder somewhere onto your server (tmp folder for example as shown below You can delete this folder when done

2 Open and edit the Install DB CMD file in Notepad as shown below then Save Ensure the SQL Server Agent is running before you run to ensure DB maintenance tasks are created

6

Update parameters highlighted in red as per the usage instructions displayed within this file

7

Note you will only see SQL server agent Jobs if you login to SQL management Studio using either SA account or by using windows AuthenticationYou should also try logging in to SQL Server Management Studio with (username=eqadmin pwd=passion) using SQL authentication to be sure that the eqadmin account has been created successfullyFinally if you have run into any problems up to this point you should retrace your steps and check the Install_DBtxt log file which gets created in the same directory from where you ran your batch file

3 Login to SQL server management studio with your SA account and verify you can see both Witness DB and its tables created together with the following maintenance tasks

8

Quality Monitoring eRecorder Video service Startup type should be changed to Manual

Quality Monitoring eRecorder service Startup type should be changed to Manual

Quality Monitoring eRecording audio service Startup type should be changed to Manual

Quality Monitoring BDR service Startup type should be changed to Manual

Change services below to manual start upStartup order for manual services should always be recorder services first then BDR Service1Quality Monitoring eRecorder service 2Quality Monitoring eRecorder Audio service3Quality Monitoring eRecorder Video service4Quality monitoring BDR Service

Make sure the QM Link shows on the desktop

20

Essential for split server solutionsUse a local or domain service account with local

admin rights on all the servers to run your services

9

21

2121

2322

LogineadminFirst PasswordpasswordNote you will be prompted to change the password for the default administrator account eadmin

Login to QM by either clicking on shortcut on desktop or by launching from browserhttphostname8285qm

Note depending on your Browser settings you might be prompted to add QM URL to trusted sites please proceed to do so unchecking ldquoRequire server verification (https) if not used Also make sure popup blocker is switched off if the login page below does not show up

10

Launch SQL Studio login using either SA account or UsernameeqadminPasswordpassion

Select witness database

First thing you need to do is go to System administrationgtroot setting and increase the maximum number of concurrent sessions from default value 1 to something like 10 or 15 Please do this to avoid exceeding the maximum number of concurrent logins if you forget and need to clear sessions you will have to do it at database level

Notice reporting Icon is still greyed out this is because we have not installed or configured the reporting components (Cognos-ER) yet

26

2527

24

11

Run following scriptDelete from user_session

This will clear the sessions and should enable you to login at this stage please remember to increase the number of concurrent login sessions under system administrationgtroot settings

You have completed your QM install you will still need to install and configure reporting but for the moment lets concentrate on getting QM configured to work with the ACR recorder

28

12

- Configuration Requirements for QM to work with ACR Recorder

- Configuration Order You must configure the components in the order shown in this illustration Each level ofcomponents is dependent upon the level of components that precedes it For examplecreating data connections and configuring switches and telephones are dependentupon the site being definedThe component dependencies are hierarchical not linear Each component in a certainlevel is independent of any other component in the same level Each level however isdependent upon the level that precedes itJust as you define components based on their dependencies you need to take thehierarchy into account when you delete components In general the rules are that youcannot delete

- A site that has Servers Switches Workspaces Data Connections ACD Adapters or Email Notifiers assigned to it

- A Switch that has any of its extensions assigned to a telephone or a switch assigned to an IFConnector CTI Adapter or a VR1000 Voice card

- A Server that has a VR1000 Voice Card or LAN Data Adapter assigned to it- An Extension assigned to a Telephone- A Telephone assigned to a Workspace- A Workstation assigned to a Workspace

13

Step (1) Specify a site name for your QM

Step (2)amp(3) create a data connection select whether using free seating or notlink the data connection to the site you created in step1 note login IDrsquos tab is used for AIM and Terminal serverCitrix environments we will look at this in more detail under terminal serverCitrix environments lesson

14

Under create select Avaya Definity G3S8300S8700

Under properties specify site set Service Observe By setting to extension and leave the service observe string setting blank set Free seating to Yes leave all other settings as default

Please specify any lead hunt group numbers or skill groups under Agent Groups

Specify agent logon IDrsquos note you can add those by selecting multiples if the login IDrsquos are in a range

Configuring Switch

15

Configure the extensions which you wish to record note these can be added in multiples if they are in a range

16

Please configure the extensions which you wish to record note these can be added in multiples if they are in a range

Creating Telephones

You can ignore secondary extensions Not applicable to Avaya with CM

17

Creating Workstations

Under OS platform select windows desktop unless using terminal serverCitrix environment

Give your workstation a name and supply host name note you have to ensure QM can detect clients by hostname Ensure DNS is working

You also have the ability to add hostnames by range if they follow a sequential naming convention using prefix or suffix

18

Creating Workspaces

Work space is where the extensions we wish to record the audio from are mapped to the desktops from which we want to capture and record video

Extension-workstationrsquos that you map together will display under the third column ldquoworkspacesrdquo

19

Configure Servers

Give your server a name that reflects its role for example if this is going to be a QM BDR server ONLY then give it a name like QM-BDR give any QM servers performing the role of eRecorder ONLY OR Enterprise Reporting names like QM-eRecorder or QM-Reporting serverNote any additional QM servers (eRecorder or Enterprise reporting server) will have to be defined separately under servers Make sure server hostname is defined under Host Name setting

In our case we have everything on the one server so we will configure the server role accordingly

20

Configure Servers Roles

Scenario 1

If your QM server is an all in one (QM webBDR eRecorder) then you will need to the following options optionsBDR search web eRecorder server command server

If you are also installing Reporting on this server then the reporting options will also have to be selected but do not select these at this stage until yoursquove completed the configuration requirements within reporting

Scenario 2

If you have the eRecorder component on a separate server then you need to configure an additional server under servers and select only the eRecorder role

Leave as defaultLeave as default

Leave as default

Some settings are auto populated leave default values unless otherwise instructed

21

Configure Voice card

Under voice cards gt creategt then select VR1000

Configure as followingDescription Give your voice card a descriptionhellipexample ACR

Server Specify host name of server where QM eRecorder component is installed

Channels-playback configure this setting to match what you have licensed on the ACR for replay ports Note replay through speakers will not utilise what you configure here

Channel-Record configure the number of channels here to match the number of quality ports your ACR license allows

TCP Port Default 1415 recommended

Usage Select Record at Business Rule trigger

22

Configure LAN Adapter Click Create and Give your LAN data adapter a name

Specify the local QM eRecorder server where it will reside

Configure usage as per following remember to tie every session type to the data connection you specified in an earlier step for ease make sure you create the following session namesSession Board Usage max connectionsAudio playback through PC Audio playback Video Playback Video playback Video Record Record by Rule trigger

Maximum connections is defined as the maximum number of sessions handled for the area you want to set the video Record session to equal the maximum number of concurrent ports configured for QM in the ACR license

23

Configure CTI Adapter

Under CTI Adapters select Creategtthen from list of Adapters select IF Connector Adapter

Quality Monitoring Configuration with Avaya Contact Recorder Name A unique name that identifies the CTI Adapter Pick a

meaningful name

Switch Avaya generally the default unless yoursquove changed it

Server this is the hostname of the QM server where QM BDR is installed of which the IF connecter adapter is a component of and would have been installed as part of the QM install you performed

Site use the site you specified in one of the earlier steps

Port3080 is the default port we have to configure here in QM in order for ACR to send CTI events to QM from ACR recorder

Hostname this is the hostname of the ACR (master)

DataSourceName Create a name for your datasource this needs to match what was used during install of QM application The default setting normally used is QM

Logonlogoffdatasource set to QM or the setting used during QM install- normally set to QM

Login Application Name Defaults to the name of the CTI Adapter Change the defaultname of the application

Trace- YesDebug-YesIt can be helpful to turn up the logging of the IFConnector though this level of loggingmust NOT be left set on production systems It will cause performance issues on busy systemsTo increase the logging level use the following registry keyHKEY_LOCAL_MACHINE gt SOFTWARE gt Witnessgt Tracing gtIFConnectorAdapter gt TraceLevel = 12 (dec)

Note Set the value of Logonlogoffdatasource to match the value of the DataSourceName parameter value configured during installation

24

Configure CTI Adapter Properties

Under IF connector Adapter properties Make sure you configure the following Custom properties Note this is a requirement for QM version 10 to work with ACR10 be aware that these are case sensitive

Custom Property Name Custom Property Value

VDN ContactVDNVDNNAME ContactVDNNAMEDNISNAME ContactDNISNAMESkillsetText ContactSkillsetTextSkillsetID ContactSkillsetIDActivityCode ContactActivitycodeCounterPartyName ContactCounterPartyName

25

Configure Custom Attributes under Additional

In addition to the custom attributes that come pre-defined as part of the QM install[ContactStore][ContentType][Error][Requestor][WorkForceOptimization]

You will need to define the following manually1[CounterPartyName] 2[DNISNAME] 3[SkillsetID] 4[SkillsetText] 5[VDN]6[VDNNAME]7[ActivityCode]

For each one of the 6 attributes you defined set the parameters as followsParameter Setting

System Name Set as desiredVisible Set to Yes (checked)Business Rule editable Set to yes checkedToolTip Set to the field nameDisplay Name Set to the field nameRenderer Set to String

Note ANI and DNIS are already built into the Custom Properties at the CTI Adapter

example

26

Login to Avaya contact Recorder

Login to ACR Master using httphostname8080UsernameadminPasswordavaya1Or what ever your password might be

27

Login to Avaya contact Recorder gtOperationsgtQuality Monitoring

Go to OperationsgtQuality Monitoring

28

From ACRgtoperationsgtQuality Monitoring configure the following

4)Username and password for ecorder01 share on QM

5)The password for share

2) G729A (8kbps) default can be changed if need be but QM will need to be restarted for QM to pick the change

3) QMhostname1415

29

7) Go to General setup gtcommunication manager interface and add the soft phone range of IP phone ports that will cover QM recording needs

6)We no longer configure QM recording ports here

30

Completing and verifying your configuration

Final Check List

1yoursquove ensured that you have configured and installed your ACR recorder and are able to record calls independently of QM

2 The link to QM is showing as up in the ACR status page unlike the screen shot below if link is down check you can ping between the two servers perhaps amend the host file on both QM and ACR to let each other know about one another just in case problem is related to DNS Ensure the QM port status page does not show faulty QM ports or anything like that as long as you donrsquot have any alarms or alerts on the ACR recorder you should be ready to record in QM

3On the QM side ensure you have configured at least one test agent ensure you have assigned them a login ID to the phone under QMgtsearch and replaygt admingtsystem device

4Ensure that the phone they using has been configured under both QMgtsystem administrationgtSwitchgtextensions and telephones If you wish to see the agent in the active agent display and also wish to record their video you should also ensure that you have configured work space and tied up the phone extension to the workstation

5Finally QM recording is selective and based on Rule triggers please ensure you have created a rule to make the recording on a test system you can create an event based rule that records a 100 of the calls based on a connect event coming through to QM via the IF connect adapter

31

Status pages and things to look out for

You have configured your QM to work with your ACR recorder

Make a test call and make sure you can see a contact that can be replayed under QMgtsearch and replaygtcontacts

32

Note these installation steps apply whether installing the Agent screen capture client on either Windows desktop client or a terminal serverCitrix server the one difference will be highlighted as we go along

You will need to install it on every windows desktop you wish to capture video from in normal window environments

You will have to install it once on each of you Terminal ServerCitrix Servers if you have more than 1

In Window Environments you can utilise the msi installer to roll the software out to multiple clients this is normally the customers responsibility in most cases they will have their own tools for packaging and rolling out

1

2

Installing the Agent Screen Capture

Installing Screen Video Capture on client machines

33

You can leave these settings as default

Note you will only see (screen4) If you installing the agent screen capture on the CitrixTerminal server the installer is intuitive enough to know its being installed on a Citrix Server and you will therefore be prompted to specify the hostname of your BDR server

Port 3022 is the default If you have multiple Terminal servers connecting to the same QM remember to increment this port numberTS13022 when you install on first Citrix ServerTS3023 when you install on the second Citrix serverEtchellip

Make sure you select Anonymous Terminal Services Easier and more reliable

3

4

34

6 8

5 7

Leave unchecked unless implemented

Leave unchecked unless you intend on using AIM

Leave unchecked relates to AIM

35

9

10

Click Finish when completed

Note once yoursquove completed your installation you can add the following key to capture video from Dual screens go to[HKLMSOFTWAREWitness SystemseQuality AgentCaptureCurrentVersion]And add the following DWORD valueDualMonitorThen set its value data to 1

36

You can identify if the screen capture software is installed on a client or TerminalCitrix server machine by doing the following1Connect to the machine directly and ensure you can see Capture service Verify that you can see WcapW32exe and CaptureServiceexe running under windows task managergtProcesses2 from the QM server you should be able to telnet to a client machine via port 4001hellip From the CMD prompt type telnet ClientHostName 4001 as demonstrated in the following screen shot

For trouble shooting single or multiple Screen capture installations and functionality you can utilise ldquoagent testrdquo and ldquocaptestrdquo these tools can be found on your QM DVD under QM tools

37

Another Quick test (only one machine at a time)Open the command prompt and try to telnet to your client

Syntaxtelnet ClientHostName 4001 for normal window clients

Telnet ClientHostName 4002 for CitrixTerminal servers

Blank page means you were able to connect to the Client Screen capture successfully

Typical error you would get if1The screen capture was not installed on the client2DNS problems preventing resolution of hostname note you have to use hostname not IP address for Video capture3You mistyped the Video client Hostname4Firewall or Ports blocked5The client machine you are trying to connect to is switched off

38

Installing Supervisor Package

Supervisor Package only applicable to customer environments where security restrictions are in place that prevent downloading Java applets from the server to the supervisor machines (If you are a supervisor that needs to login to QM you need to have readwrite permissions to the java directory on your C drive) if a domain security policy is in place that prevents you from writing to this Java directory you have to consider using Supervisor Package

Note In Citrix Client Environments where Java client is installed and the security restrictions outlined above are present then you will be required to install the Supervisor Package on each of your Citrix servers if more than one

Down Side of having security restrictions in place in QM78Avaya100 was the need to update the supervisor package installed each time a new Hot fix was released for QM this is no longer the case in Avaya Aura Quality Monitoring 101 New features described in the last section of this document

Supervisor Package

39

12 3

4 5

1 Supervisor Package software is located on the QM DVD accept all the defaults as shown

3 Notice the option to remove previous version in screen shot 3 this is used if it was previously installed as part of a previous QM Version or an earlier build of the same version prior to applying a Roll up fix

Remember the decision on whether to use the supervisor package or not will be based on the customer environment you working on if you are switching from a non locked to a locked down environment and your QM server installation does not reflect this then you will have to change this in the QM server registry

See Page22 QM Installation

Supervisor Package

40

QM Reporting (Cognos and Enterprise Reporting Installation scenarios)

1All in one This is where you install Cognos report Engine + (both Enterprise Reporting Application and Extract)+ database components all on the one server typically you can see this done in 2 ways

11 small to medium sites where it is possible to install all Reporting components together with QM components including databases for both on the one server simplest and most straight forward as long as it complies with your sizing requirements

12 Dedicated Report server where Reporting components are installed on a dedicated Reporting server This is a typical configuration for sites that require a dedicated reporting server examples a busy single QM server or multiple smaller QM sites sharing a dedicated Central reporting server In any instance where Enterprise Reporting Application is not installed on the same server as QM(s) you will be required to install the Enterprise Reporting Extract component on each of your QM servers

2 It is possible to have a dedicated SQL Database server that houses the Cognos and ER databases which resides on a different server to where yoursquove installed Cognos and ER application In such a scenario please read the installation and configuration manual for additional configuration steps required for this type of installation (hint When ER database is installed on a different server to where ER Application is installed) you have to modify _load_er and _load_portal tasks created as part of your ER installation this is documented on pg74 bullet point 11 of the Enterprise Reporting Configuration guide Also Remember to install the ER Extract Component on the QM server

3 It is also possible for both QM and WFM to share the same Cognos report server in such cases you will be required to install the Enterprise Reporting Application component on this server then continue with installing the ER extract component on the QM server

Note In all of the above scenarios when we talk about installing the extract component on QM server we are referring to the QM server where the BDR component is installed You can also place the ER extract component on the QM Database server if this is located on a different server to the BDR server

Cognos and Enterprise Reporting Configuration

41

Configuration steps based on 1 server solution (with hints on what to do if you have split sites)

1Complete the Configuration requirements to integrate QM

with Reporting

Server Requirements

System RequirementsThe following are the system requirements for the current version of EnterpriseReportingOperating System Microsoft Windows 2003 Standard Edition 32-bit Service Pack 2 Microsoft Windows 2003 Enterprise Edition 32-bit Service Pack 2 Microsoft Windows 2003 R2 Standard Edition 32-bit Service Pack 2 Microsoft Windows 2003 R2 Enterprise Edition 32-bit Service Pack 2 Microsoft Windows 2008 R2 64-bit Standard Edition Service Pack 1 Microsoft Windows 2008 R2 64-bit Enterprise Edition Service Pack 1 NOTE Mixed environments are not supported All Enterprise Reporting servers for a specific deployment must be on the same operating system version

Database Server Microsoft SQL Server 2005 Standard Edition 32-bit Service Pack 4 (installed on supported Windows Server 2003 versions only) Microsoft SQL Server 2005 Enterprise Edition 32-bit Service Pack 4 (installed on supported Windows Server 2003 versions only) Microsoft SQL Server 2008 Standard Edition 64-bit Service Pack 2 (installed on supported Windows Server 2008 versions only) Microsoft SQL Server 2008 Enterprise Edition 64-bit Service Pack 2 (installed on supported Windows Server 2008 versions only)

Report Server1048698 Cognos ReportNet 841

Web Server1048698 Tomcat 6024 with JRE 60 Update 18

BrowserMicrosoft Internet Explorer 80Microsoft Internet Explorer 70 Microsoft Internet Explorer 60 Service Pack 2 for Windows XP (including Cumulative Security Update for Internet Explorer for Windows XP (KB953838)Microsoft Internet Explorer 60 Service Pack 1 for Windows 2003

NOTESRecommended browsers are Internet Explorer 7 or 8 Popup blockers are not supported All Web Browsers are 32-bit even in 64-bit operating system environments Ensure that the text size for your browser is set to Medium To view dates in local format select Tools gt Internet Options in Internet Explorer and change the language to the appropriate setting

PrerequisitesDisable windows firewall and any virus software that might scan the install files during installation it has been known to cause problems with install

Ensure you are using a static port to connect to database default is 1433

3 Applicable to Cognos installChange the DEP setting (Data executionPrevention) before WCI installationOn the WCI sever perform the following steps31 Open on Windows gt Settings gt Control Panel gt System32 Select the Advanced tab click on Settings in the Performance section and click33 on the Data Execution Prevention tab34 Choose Turn on DEP for essential Windows programs and services only 35 Click OK twice to apply the new setting36 You must reboot for change to take effect37 You can change the DEP setting back once yoursquove completed your Cognos install

42

Varify that Cognos Report Net and Cognos ReportNet Gateway services are present and started

Open SQL server Management Studio and verify that you can see CRN_ADUIT and CRN_CS databases

From start menu Goto All ProgramsgtCognosReportNetgt click on Cognos Configuration and make sure you can get into the configuration page from Environment go to Gateway URI you can copy and paste link from here to your browser to verify that your cognoss web gateway is working correctly

The default link is (case sensitive)

httpReport-Server-Name8383cognos8cgi-binmod2_2_cognosdll

43

14

13

User ID=radminPassword=DreamLiner787

If you are able to see the welcome page below your Cognos installation was successful and you can proceed to installing Enterprise Reporting for QM

44

Verify your ER installation

Verify that you can launch and login to the application portal usually by accessing following URL httphostname8282ws_portal

Username=ws_adminPassword=cs

Verify you can see both ws_er and ws_portal databases by accessing the Microsoft SQL Server Management Studio

Verify that the ldquoEnterprise Reportingrdquo Service can be seen and started

45

41

40login to the reporting Application portalhttphostname8282ws_portalLogin=ws_admin Password=cs Select App Admin and under ETL Tasks create new task

Only Applicable if ER Application component resides on a different server to where the ER reporting Databases are locatedSee ER Installation and Configuration Guide start from pg74

If your Database Server is MSSQL Server and the Database Server and the Enterprise Reporting ApplicationWeb server reside on different physical machines you must also modify the 2 pre-defined tasks __load_er __load_portal as described below1048698 On Enterprise Reporting ApplicationWeb server share ltYour Install FoldergtEnterprise ReportingETLetl_files as share name etl_files so that windows user who logged in to Enterprise Reporting Database Server can access it with Full Control permission 1048698 The Enterprise Reporting service on your Enterprise Reporting Server and the SQL Server service on the Database Server must be logged on using accounts that have readwrite permission on the folder above (windows users that have right to access network resource not local system account) to do that bull Open windows services Right-click on the service select Properties bull Select the Log On tab choose This account bull Enter the user name and password bull Click OK and restart the serviceClick on ___load_er then click on File Location Details bull In the Work Location enter ltYour ER Server Namegtetl_files eqb_to_erload_work bull Click the Test File Locations link to test your settings bull Click Save 1048698 Click on __load_portal then click on File Location Details bull In the Work Location enter ltYour ER Server Namegtetl_fileser_to_portalload_work bull Click the Test File Locations link to test your settings bull Click Save

3 Completing the configuration Requirements to integrate QM with Enterprise Reporting

46

Under the General Tab

Task Name= example ldquoQM_Extractrdquo has to be the same and including case sensitivity as what you will define in QM laterTask Description=Something that identifies your QM system (a site perhaps)Site ID=12345 has to be 5 digits you can use any 5 digits one thing to note if you have multiple QMrsquos utilizing this report server you will have to create a separate extract task for each QM the site ID you use has to be a unique number so for example (QM1_extract site ID=12345)(QM2_extract site ID=54321) and so onSite Name= has to be unique and match the site name and case sensitivity you defined in QM under system administrationgtSites

Extract Type=QM78 SQL to Enterprise ReportingExtract Server Host=This is the server where you installed the Enterprise Reporting Extract Component Extract Server port=8282 default

Under the Database Details Tab

Database Hostname= Specify the hostname of the QM databaseDatabase Port=1433 defaultDatabase Name=witnessDatabase Owner=dboDatabase Login=eqadminDatabase Password=passion

Test your database connectivity

47

Under File Location DetailsTarget Location=Specify the location of the extract_target folder

Hint as per below if the extract component was installed on a QM-DB server different to where you installed Enterprise Reporting Application Component then this location will be on that server Make sure you shared etl_files folder

Copy from GuideTarget Location field enter the local folder path to the flat file target location in which the extract files should be saved This path should be ltER Extract Installation FoldergtETLetl_filesextract_target ltER Extract Installation Foldergt is the local path on the server where the Enterprise Reporting Extract was installed This field is required - Click the radio button to Enable the Backup process It is disabled by default If you enable backup enter the local folder path to the flat file target location in which the backup files should be saved This path should be ltER Extract Installation FoldergtETLetl_filesextract_backup ltER Extract Installation Foldergt is the local path on the server where the Enterprise Reporting Extract was installed This field is optional

48

Login to QMgt system administration gt Servers and configure the followingIf you are installing Enterprise Reporting on the same server as QM then under server Role for QM-BDR check the ldquoReporting Serverrdquo and the ldquo Reporting ETL Serverrdquo as shown

If on the other hand Reporting Application component has been installed on a different server then you will have to create a new server under the servers tab in system administration then check the Reporting server and Reporting ETL Server options Please remember to specify the Extract Task Name under Reporting ETL Server Settings this is case sensitive and the task name given here has to be identical to what you created in the previous steps for (creating tasks within the Reporting Application PortalgtApp Admin

Click on Submit and remember to say yes to save

Only Perform this step if yoursquove installed ER and created the ETL task under reporting Portalgtapp admin as shown on previous

screens

49

46

4749

48

Remember you will have to repeat this step for any additional QM sites that will be using this Reporting server

In all but single box solutions remember to share the etl_files on both servers ( server where ER application component is installed and server where extract component is installed)

In Split server environments the recommendation is to use a domain service account with local admin rights to all the servers in the solution Use this account to run all the application services instead of using local system account and make sure this account has readwrite permissions to the etl_file you are sharing on bothEnsure this account can run as a service and execute batch jobs in the local security policy

You can also use a local windows account with local admin rights on all the servers in the solution as long as the username and password for this account is identical on all servers and same account is used to run application services on all the servers within the environment Remember this applies to QM MSSQL and ER services when installing across multiple servers

50

Schedule the ETL task from Reporting Application server startgtall programsgtaccessoriesgtsystem toolsgtopen Scheduled tools

Note Example shown is for Windows 2003 not 2008 Same steps apply in 2008 just screens look different

51

We normally schedule this task to run once daily Normally out of hours please ensure the time you configure here doesnrsquot clash with any overnight database backup schedules

52

59 You should be ready to test nowFrom scheduled tasks right click on ETL and run

60 You should see the task run in the background

60 Login to Reporting portal httphostname8282ws_portalUsername=ws_admin pwd=csUnder App Admin check the ETL status you want to see status=Done Status detail=Successfully finished the Batch

62 Log back into QM and make sure the Reporting Tab is no longer greyed out If it is from your Internet browser try clearing temporary files history cookies

Make sure cognos and ER services are started Log back into QM

Select reporting from QM and try running a basic report a work space configuration report for example

You have completed the configuration of Enterprise Reporting with QM

Page 2: Support and Configuration of Avaya QM 11.0

2

Agenda

bull System Requirementsbull Avaya QM110 Configuration with ACR11bull Cognos and Enterprise Configuration bull Client Screen Capture installbull Supervisor Package Installationbull Upgrading from Verint Branded QM781 to Avaya QM110bull Upgrading Cognos and Enterprise Reporting from Verint Branded 781 to Avaya Branded Version 11

3

System Requirements

4

5

6

7

8

20

9

21

2121

2322

10

26

2527

24

11

28

12

13

14

Configuring Switch

15

16

Creating Telephones

17

18

Creating Workspaces

19

Configure Servers

20

Scenario 1

Scenario 2

Leave as default

21

22

23

meaningful name

24

25

example

26

27

28

3) QMhostname1415

29

30

Final Check List

31

32

1

2

33

3

4

34

6 8

5 7

35

9

10

36

37

38

Supervisor Package

39

12 3

4 5

Supervisor Package

40

41

with Reporting

Server Requirements

42

43

14

13

44

45

41

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Date post:	06-Feb-2016
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Support and Configuration of Avaya QM 11.0

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