Related Manuals for Nortel Archive
Summary of Contents for Nortel Archive
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Page 1: Nortel Archive
297-2183-950 Nortel Archive Installation Guide Product Release 6.01 Standard 4.01 November 2007... - Page 3 The process of transmitting data and call messaging between the Meridian 1 and Nortel Archive is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
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Page 4: Revision History
Revision history November 2007 Standard 4.01. Added supported devices to chapter 2, Installation. September 2007 Standard 4.0. Nortel Archive Installation Guide is up-issued for Product Release 6.01. March 2007 Standard 3.0. Nortel Archive Installation Guide is up-issued for Product Release 6.0.2. -
Page 5: Table Of Contents
Setting up a campaign......... 53 Archive post configuration procedure ......63 Uninstalling Archive Uninstalling. - Page 6 Implementation ..........83 Index Standard 4.01 Nortel Archive...
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Page 7: Getting Started
C h a p t e r 1 Getting Started In this chapter About this guide How to get help Software and documentation version numbering Installation Guide... -
Page 8: About This Guide
Getting Started About this guide This guide provides installation instructions for the Archive system. Intended audience This guide is designed for use by: Nortel technical staff responsible for the installation and configuration of Archive. System Administrators responsible for system maintenance. -
Page 9: How To Get Help
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. -
Page 10: Getting Help Through A Nortel Distributor Or Reseller
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller. -
Page 11: Software And Documentation Version Numbering
Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release 6.01. The individual Nortel Contact Recording and Quality Monitoring software components that you install may display a different number. This is a known issue that does not affect system performance. - Page 12 Getting Started Standard 4.01 Nortel Archive...
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Page 13: Installation
C h a p t e r 2 Installation In this chapter Overview Installation pre-requisites Installation Installation Guide... -
Page 14: Overview
Installation Overview Archive is used to archive recorded contacts directly onto storage systems, allowing records to be archived and retrieved electronically via the network. This store of recordings can be readily analyzed with tools like Contact Visualization and Viewer. Standard 4.01... -
Page 15: Installation Pre-Requisites
November 2007 Installation pre-requisites Archive should be installed on a platform with the specifications listed in the following sections. Hardware requirements To install Archive, the computer must meet the following minimum specifications: CPU: Pentium 4, 1.6 GHz RAM: 512 MB HDD: At least 200 MB of disk space. -
Page 16: Supported Devices
Each side of the DVD-RAM media can hold approximately 550 hours of voice recording based on typical call lengths. The adapter / locator / Viewer and Archive machines must all be time synchronized to one another. Standard 4.01 Nortel Archive... -
Page 17: Installation
November 2007 Installation There are two steps to installing Archive that must be performed in this order: Install the Java 2 SDK Install Archive. Installing the Java 2 SDK To install the Java 2 SDK: 1 Find the following file on the Archive CD: j2sdk-1_4_1_02-windows- i586.exe. - Page 18 Installation 1 Insert the Archive installation CD into the server, locate and double-click the Setup.exe file. The setup file starts automatically and the installation program begins. The InstallShield Welcome page opens. Standard 4.01 Nortel Archive...
- Page 19 November 2007 2 Click Next to continue. The Archive Home Directory page is displayed. Type the path of your Home directory. The directory is created if it does not already exist. We recommend you choose the default path specified by the installation kit.
- Page 20 Installation 3 Click Next. The Select Components page is displayed. The Tomcat, Archive and Adapter components must be installed. Ensure that they are selected. Standard 4.01 Nortel Archive...
- Page 21 November 2007 Installation 4 Click Next. The Setup Type page is displayed. In the Database Type area, select Microsoft SQL Server. Installation Guide...
- Page 22 Installation 5 Click Next. The Microsoft SQL Database Properties page is displayed. Type in the name of the machine where the database is located. Standard 4.01 Nortel Archive...
- Page 23 November 2007 6 Click Next. The Choose Destination Location page is displayed. The path to your Java Virtual Machine will be entered by default if the Jave 2 SDK has been installed. The path will be blank if the Jave 2 SDK has not been installed.
- Page 24 Installation 7 Click Next. The Gather Archive Cache Location page is displayed. The cache is used to hold files temporarily before they are archived. Nortel recommends that you choose the default path specified by the installation kit. The directory is created if it does not already exist.
- Page 25 November 2007 8 Click OK to continue. The Recording Content Location page is displayed. In the URL box, type the location of the Locator machine. The Locator machine is the location that has the recordings that will be archived. This should be of the form: http://localhost:8080/adapter/locator Installation Guide...
- Page 26 Select the required audio format for the archival of IP calls. 10 Click Next. The Start Copying Files page is displayed. This provides a summary of the settings you have defined on the previous pages, and Standard 4.01 Nortel Archive...
- Page 27 November 2007 provides you with the opportunity to go back and change anything if you need to. Do one of the following: Accept the settings. To change one or more setting(s), click Back until you return to the relevant screen(s). Make your amendment(s), and click Next to return to this page.
- Page 28 Installation 11 Click Next. The setup process begins. Progress is displayed in the Setup Status page. When the setup has finished, the final wizard page is displayed. Click Finish to exit the wizard. Standard 4.01 Nortel Archive...
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Page 29: Upgrading To The Current Version
November 2007 Upgrading to the current version Before upgrading to the current version, do the following: Ensure that Archive is stopped. Archive must not be running when you install a new version because the upgrade might not complete successfully. Ensure that no one is accessing the Nortel directory. - Page 30 Open up a web browser to the Archive admin page located at the following URL: http://localhost:8080/CAMAdmin/index.html Click the About Archive button located in the top right hand side of the admin screen. Verify that the upgraded version number appears in the About dialog box.
- Page 31 November 2007 The EyrAPI Home Page appears. 2 Click Import Campaigns. The Import Campaigns page appears. 3 For each campaign that you want to associate with a composite query template, select the appropriate template. 4 Click Import to associate the campaigns with the selected composite query templates.
- Page 32 Installation Standard 4.01 Nortel Archive...
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Page 33: Configuring Archive
C h a p t e r 3 Configuring Archive In this chapter Overview Creating query templates Creating composite query templates Setting up a campaign Archive post configuration procedure Installation Guide... -
Page 34: Overview
Configuring Archive Overview Before Archive can be used, it must be configured so that all the components it uses can be located, and all the parameters it uses are set up for archiving. To configure Archive, use the Archive's administration tool, Archive Admin,... - Page 35 November 2007 Configuring Archive Installation Guide...
- Page 36 Configuring Archive Opening the Archive Admin tool 1 Double-click the Archive Admin icon on the desktop of the Archive machine. The Enter Network Password dialog box is displayed. 2 Type the following user information, then click OK to continue. User Name: CAAdmin (Note that the User Name is case sensitive) Password: manager Standard 4.01...
- Page 37 November 2007 The Archive flash screen is displayed while the tool loads. When it has finished loading, the Archive Admin index is displayed in your browser. Adding system information You need to add the following information: eWare server system Archive system...
- Page 38 If the eWare system information is not present, perform steps 2, 3, and 4. If the Archive system information is not present, perform steps 5, 6, and 7. 2 Click Add at the bottom right hand corner of the screen. The System Information page opens.
- Page 39 System Information in the Shortcut toolbar. The eWare system will now be added to the list. 5 To add the Archive system, click Add at the bottom right hand corner of the screen. The System Information page opens. 6 Enter the following information, then click OK to set up this system: System Name: The name of the Archive server.
- Page 40 System Information in the Shortcut toolbar. The Archive system will now be added to the list. 8 Open a new instance of the browser by going to the Archive Engineering Pages. In the Address bar, type the following URL, then click Go: http://localhost:8080/ContactArchive/index.html.
- Page 41 11 Check the Status of each system in the summary table. The status should be ok (green). Note: Keep the Archive engineering pages open – you will need to refer to them again, after you have completed configuring Archive. Installation Guide...
- Page 42 Adding the storage device(s) Note: ATTENTION 1 In Administration, under Systems, expand the Archive, and Storage nodes, and click Online, as shown in the image below. 2 To add the storage device – DVD, or File Share Device (network share), click Add in the right hand pane to continue.
- Page 43 Note: When selecting a DVD, there will be two storage device types listed for each type of DVD storage device. Ensure you select the type with the suffix (Archive). For example, 4.7GB DVD-RAM Drive. The DVD devices without the suffix are for backward compatibility.
- Page 44 Configuring Archive A summary of online Storage Devices is displayed, including the one you added. Note: This is the minimum setup requirement for Storage Devices. 4 Repeat steps 1 to 3 to add additional storage devices. Adding the media pack(s) For all currently supported devices you should usually only create a single Media Pack, named for the Storage Device.
- Page 45 November 2007 1 In Archive Admin, under the Storage node, expand Online and select the Storage Device that you want the Media Pack to be on, and click Media Packs as shown in the image below. Installation Guide Configuring Archive...
- Page 46 Configuring Archive 2 Click Add in the right hand pane to continue. The Media Packs page opens. 3 In Media pack name type the details of the Media Pack, then click OK to set this Media Pack. Note: This is the location where the data will ultimately be archived.
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Page 47: Creating Query Templates
November 2007 Creating query templates To system uses query templates to archive calls. You can use the default query template, or generate your own template. A query template lists the fields that will be used to filter calls for archiving. - Page 48 Configuring Archive 5 Click Get Systems. The drop-down list is updated to display a list of systems. 6 Expand the list and select eWare System, then click Get Views to continue. Standard 4.01 Nortel Archive...
- Page 49 You must select the following fields because they are required in all templates: StartedAt Channel Length FormatId INum Duration Digits ItemModifiedDateTime OriginalINum Click GenerateTemplate to generate the template. Installation Guide Configuring Archive...
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Page 50: Creating Composite Query Templates
The Generate Composite Query Template page is displayed. The page shows all the recorders on the system, such as ContactStore IP, to which the Archive is connected. The drop-down list next to each recorder shows all the query templates that have been generated. - Page 51 Expand the list of composite query template names, and select a composite query template. b. For the new recorder, select a query template. c. Click OK to generate the composite query template. 3 To rename a composite template, do the following: Installation Guide Configuring Archive...
- Page 52 Configuring Archive a. Expand the list of composite query template names, and select the template you want to rename. b. In the Rename field, type the new name of the template. c. Click OK to rename the template. Standard 4.01...
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Page 53: Setting Up A Campaign
1 Toggle back to the Administration desktop, and click the Archive Systems shortcut. 2 Locate the archive system to which you want to add a campaign, then navigate to Management > Campaign Configuration. The right hand pane displays the status of any campaigns for this system. - Page 54 Configuring Archive 5 In the View drop-down list, select a composite query template. All the fields that are defined in the query templates that are associated with the composite query template you selected are displayed. Standard 4.01 Nortel Archive...
- Page 55 8 Select one of the following options: Archive all available calls – Archives all calls that meet the filter criteria. Archive calls starting from specified date – Specify a call start Date and Time for this campaign.
- Page 56 Selected Media Packs list. 12 To limit the time for which the archive system must store a call, select a media pack from the Selected Media Packs list and enter an Expiry Period in days.
- Page 57 November 2007 Using the default campaign Archive includes a default campaign, located in the Campaign Configuration section. Installation Guide Configuring Archive...
- Page 58 Configuring Archive Setting the schedule for archiving 1 In Archive Admin, under the Archive Systems node, expand the Archive and Management nodes respectively, and as shown below. 2 Click Schedules. The two options are displayed on the right hand panel, as shown in the example below.
- Page 59 November 2007 Maintenance – actions the deletion of calls that have exceeded their expiry period. Installation Guide Configuring Archive...
- Page 60 Configuring Archive 3 Select the Archival node to continue. The Archive Schedules is listed in the right hand panel. Standard 4.01 Nortel Archive...
- Page 61 8 Click Modify to continue. The time slots are divided into half-hourly sections, each represented by a green rectangular area. 9 To set the schedule to archive for a whole day, tick the checkbox on the appropriate line. Note: For purposes of installation, set the maintenance schedule to process work all the time.
- Page 62 Configuring Archive 10 Click OK to save this schedule. 11 Proceed by running the Archive post-installation checks. Standard 4.01 Nortel Archive...
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Page 63: Archive Post Configuration Procedure
November 2007 Archive post configuration procedure When the Archive application has been installed and configured, you need to check that Archive is running correctly. The procedure includes the following checks: The Storage Device and Media Pack have been configured correctly. - Page 64 Configuring Archive Standard 4.01 Nortel Archive...
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Page 65: Uninstalling Archive
C h a p t e r 4 Uninstalling Archive In this chapter Uninstalling Installation Guide... -
Page 66: Uninstalling
To run a completion uninstall, follow the steps below. 1 From Control Panel, click Add or Remove Programs. The Add or Remove Programs window is displayed. 2 Select Archive from the list of currently installed programs, then click the Change/Remove button. Standard 4.01... - Page 67 3 The InstallShield Wizard is displayed, providing you with the options shown below. 4 Select the Remove option, then click Next. The uninstall process begins. 5 After this process is complete, navigate to the install directory and manually delete any remaining directories. Installation Guide Uninstalling Archive...
- Page 68 Uninstalling Archive Standard 4.01 Nortel Archive...
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Page 69: Events And Warnings
C h a p t e r 5 Events and Warnings In this chapter Events Installation Guide... -
Page 70: Events
Event Description Severity Archive system Error is not correctly configured in the database Archive has Info started Archive failed to Error find fetcherURL property Archive failed to Error find and create a cache directory Archive failed to Error write the... - Page 71 (ReuseAction) Not Used Error Not Used Error Not Used Info Installation Guide Action to resolve Event name Need to check FAILED_PLA the archive log YBACK_REQ file for further UEST information None SCHEDULE_S TART None SCHEDULE_S Configuration in FAILED_FIND ING_MEDIA_ mediadatabase...
- Page 72 Info ejected the DVD media If the event indicates failure, check that the database information for the Archive System is correct - an incorrect database server or name will cause failures. Security dialog box displayed Issue When browsing the Archive admin tool, the following dialog box displayed:...
- Page 73 Menu Manager.js error messages Issue: If you open the Administrator tool and expand all the options under Archive Systems in the Archive Manager column, such that a vertical scroll bar is displayed, then you expand the Event Viewer node, Menu Manager.js error messages are generated.
- Page 74 Adminstrator page. Explanation: This occurs when you are using a version of Internet Explorer other than Internet Explorer version 5.5 SP2. Resolution: Upgrade your Internet Explorer to version 5.5 SP2 or greater, then attempt the exercise again. Standard 4.01 Nortel Archive...
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Page 75: Tomcat Server
A p p e n d i x A Tomcat Server In this appendix Introduction Directories and file structure Running Tomcat Installation Guide... -
Page 76: Introduction
Apache Jakarta Project, it is developed in an open and cooperative fashion. Tomcat 4.x supports web applications built for the Servlet 2.3 and JSP 2.0 specifications. Tomcat is used to host the following products: Adapter Archive Standard 4.01 Nortel Archive... -
Page 77: Directories And File Structure
The list below provides a brief description of the directories that form part of an install: eyretel.home/Audit – Vision search audit log files. eyretel.home/Cache – temporary area used by Archive. eyretel.home/Etc – native system dlls. eyretel.home/Logs – log files. eyretel.home/Properties – web application configuration files. -
Page 78: Running Tomcat
Tomcat is typically installed as a service by the installation kit. However under certain circumstances it may not be appropriate to do so, for example, when the Archive web application requires access to the archive file share – it may not be possible to give the appropriate permissions to the account running the Tomcat service to access this share. -
Page 79: Log Files
November 2007 eyretel.home/tomcat/bin/startup.bat In the event you need to stop tomcat you can execute the following command line: eyretel.home/tomcat/bin/shutdown.bat To ensure Tomcat is continuously running as service, a scheduled task should be used to restart the service once every day. This is achieved by utilising two tasks, one to stop and the other to start the service. - Page 80 Tomcat Server Web applications are deployed as war (web archive) files, e.g. adapter.war. To install a war file manually into Tomcat, the service should first be stopped, then any pre-existing war files of the same name should be deleted and the directory of the same name and its entire contents should be removed, for example, Eyretel.home/tomcat/webapps/adapter.war...
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Page 81: In This Appendix
A p p e n d i x B Time Synchronisation In this appendix Overview Implementation Installation Guide... -
Page 82: Overview
The main eWare Server running UnitService; UnitService must be set up to send synchronisation information to any ContactStores in use on the system. The server running Archive. The servers running Adapter. It is recommended that the eWare server be set up to be an SNTP server. -
Page 83: Implementation
November 2007 Implementation To set up a PC as an SNTP server, the following Registry key is added by the database installation kit: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\ Services\W32Time\Parameters LocalNTP= dword:00000001 To set the SNTP server used by the W32Time service, the following command must be run: net time /setsntp:ewareserver.domain.com Multiple servers can be set, in order of preference, by using the syntax setsntp:"server1 server2"... - Page 84 Time Synchronisation Standard 4.01 Nortel Archive...
- Page 85 Index about this guide adding media packs storage devices system information additional resources Archive Admin tool Admin tool installing schedules campaigns creating default overview composite query templates creating editing overview conventions used in this guide creating campaigns composite query templates...
- Page 86 Index schedules storage devices adding overview synchronisation, time system information, adding time synchronisation Tomcat server directories and file structure installing log files overview properties running starting via command line web applications warnings Standard 4.01 Nortel Archive...
- Page 88 The process of transmitting data and call messaging between the Meridian 1 and Nortel Archive is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.