Page 1 297-2183-948 Nortel Quality Monitoring Installation Guide Product Release 6.01 Standard 4.0 September 2007...
Page 3 The process of transmitting data and call messaging between the Nortel Quality Monitoring server and the switch or the system 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.
Page 4: Revision History
April 2007 March 2007 November 2006 July 2006 Installation Guide Standard 4.0. Nortel Quality Monitoring Installation Guide is up-issued for Product Release 6.01. Standard 3.0. Updates to hardware requirements in Chapter 2, Getting Started. Standard 2.0. Nortel Quality Monitoring Installation Guide is released.
Page 5: Table Of Contents
Installation Overview Nortel Quality Monitoring Overview ......14 System Requirements ......... 16 Component Co-residency .
Page 6 Overview..........114 Setting up the Quality Monitoring Client ......115 Setting Up the Nortel Quality Monitoring Agent .
Page 7: Getting Started
C h a p t e r 1 Getting Started In this chapter Intended audience How to get help Software and documentation version numbering Installation Guide...
Page 8: Intended Audience
Getting Started Intended audience The Nortel Quality Monitoring Installation Guide provides details of how to install and configure the Nortel Quality Monitoring software. This guide is designed to be used by professional services staff, business partners, and system integrators. Additional references The following Nortel Quality Monitoring guides contain additional information you may find helpful.
Page 9: How To Get Help
The Nortel page for Nortel Contact Recording and Quality Monitoring documentation is located at http://www.nortel.com/helmsman. Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
Page 10: Getting Help Through A Nortel Distributor Or Reseller
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 11: Software And Documentation Version Numbering
September 2007 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 4.0 Nortel Quality Monitoring...
Page 13: Installation Overview
In this chapter: Nortel Quality Monitoring Overview ......14 System Requirements ........16 Component Co-residency .
Page 14: Nortel Quality Monitoring Overview
Installation Overview Nortel Quality Monitoring Overview Nortel Quality Monitoring is an optional component of the Nortel Contact Recording system. Quality Monitoring is a Windows-based application that allows users to selectively record and review customer interactions, both screen and voice. Users can also create forms that evaluate contact center performance and generate reports on agent or group performance.
Page 15 .AVI has been generated for a call, it is stored and used whenever that call is replayed The Nortel Quality Monitoring Server runs as a service. This service, called WitnessService, launches other background processes that run the Server- Client and Server-Agent communications. The service also accesses the Quality Monitoring database for agent information and call recording "rules".
Page 16: System Requirements
Monitoring system components. Server Requirements The Nortel Quality Monitoring Server can be installed on the same machine as the Nortel Contact Recording Server when the recorder is not used for bulk recording. If installing the two components together, follow the...
Page 17: Client Requirements
Database - Microsoft SQL 2000 Database Server at SP4 or greater Client Requirements The Nortel Quality Monitoring Client can be installed on the same machine as the Nortel Quality Monitoring Server for set up and testing purposes. When installing the Nortel Quality Monitoring Client on a supervisor’s machine, the machine must meet the minimum requirements listed here.
Page 18 Network Interface Card (NIC) (100 MB NIC) per customer’s network topology CD-ROM drive, Network Share Access or FTP for application installation Internet connection (for customer interaction center support) Software: Operating System - Windows 2000 (SP3 or greater) or Windows XP Professional (SP2) Standard 4.0 Nortel Quality Monitoring...
Page 19: Component Co-Residency
As you set up your system, you may need to install more than one component on a server. The chart below shows the currently supported co-resident configurations of the Nortel Contact Recording and Quality Monitoring system components. Contact Recording Contact...
Page 20 Installation Overview ** Archive and Viewer can be co-resident on the same server as long as the total channel count does not exceed 144. Standard 4.0 Nortel Quality Monitoring...
Page 21: Installation Prerequisite Checklist
Confirm that the Nortel Contact Recording Server can ping the Nortel Quality Monitoring Server and vice versa. Make sure that Microsoft SQL 2000 Server has been installed, at service level 4 or greater, with any security patches applied.
Page 22 Confirm that the Nortel Contact Recording Server is configured with the extensions and hunt groups the Nortel Quality Monitoring Server will need. Confirm that the Nortel Quality Monitoring CD-ROM is available or has been copied to a shared network folder that the Nortel Quality Monitoring Server has access to.
Page 23: Installation Procedures
3 Create the Nortel Quality Monitoring database. For detailed information, see “Creating the Nortel Quality Monitoring Database,” on page 51. 4 Reboot the Nortel Quality Monitoring Server in order for the install to complete the remaining post-processing steps. Note: When rebooted, the system attempts to start both the AVI Conversion Service and the WitnessService.
Page 24 Installation Overview Standard 4.0 Nortel Quality Monitoring...
Page 25: Nortel Quality Monitoring Server Installation
Before You Begin the Installation ......27 Installing the Server Software ....... . 29 Final Steps for the Nortel Quality Monitoring Server Setup .
Page 26: Nortel Quality Monitoring Server Overview
Nortel Quality Monitoring Server Installation Nortel Quality Monitoring Server Overview The Nortel Quality Monitoring Server is the component of the system that: communicates with the Nortel Contact Recording Server communicates with the capture service on the agent machine responds to requests from the Nortel Quality Monitoring Client machine.
Page 27: Before You Begin The Installation
SQL database. (User must have administrator rights. SA is the user most commonly used.) you know how many ports are licensed for Quality Monitoring. You can view this information on the Contact Recording Master.
Page 28 Nortel Quality Monitoring Server Installation For other specific program options, review the installation procedure described in “Installing the Server Software,” on page 29. Standard 4.0 Nortel Quality Monitoring...
Page 29: Installing The Server Software
1 Close all applications on the workstation. 2 Be sure that the WWW Publishing and IIS Admin services are stopped. 3 Place the Nortel Quality Monitoring CD into the CD-ROM drive on the workstation. The Welcome page appears automatically. Note: If this page is not automatically displayed, open Windows Explorer and navigate to the CD drive to select install.htm.
Page 30 Nortel Quality Monitoring Server Installation The File Download dialog box may or may not appear, depending on your Internet Explorer (or other web browser) settings. Also, the dialog box may vary slightly from the one shown below, depending on the browser version.
Page 31 September 2007 A screen indicates that the installation wizard is being prepared. Once started, the Welcome to the InstallShield Wizard for Nortel Server screen is displayed. 6 Click Next. Installation Guide Nortel Quality Monitoring Server Installation...
Page 32 Nortel Quality Monitoring Server Installation The Language Settings screen is displayed. 7 Use the drop-down list to select the appropriate language for the Nortel Quality Monitoring Server. 8 Click Next. Standard 4.0 Nortel Quality Monitoring...
Page 33 Only for me (User Name). The application is only accessible when the specified user name is used to log on. 11 Click Next. Installation Guide Nortel Quality Monitoring Server Installation...
Page 34 Nortel Quality Monitoring Server Installation Standard 4.0 The Destination Folder screen is displayed: 12 Click the Change button. Nortel Quality Monitoring...
Page 35 September 2007 The Change Current Desination Folder dialog is displayed. 13 Specify the D: drive, leaving the other path information as it is. Click OK to return to the Destination Folder screen. Click Next. Installation Guide Nortel Quality Monitoring Server Installation...
Page 36 <selected drive>:\Archive - stores files to be removed from the database <selected drive>:\Restore - stores files to be restored to the database Note: This Archive system is specific to the files in the Quality Monitoring database. Standard 4.0 Nortel Quality Monitoring...
Page 37 Nortel Quality Monitoring database resides. The local server name is entered by default, since this is typically the case. Normally, the database for Nortel Quality Monitoring is installed in the default (only) instance. In this case, the SQL Server Instance name is the same name as the TCP/IP host name where the instance resides.
Page 38 Nortel Quality Monitoring Server Installation If you are unsure of the name or whether a named instance is used, run Start Programs the machine where SQL is installed. The server name is listed in the Server field. 17 Click Next.
Page 39 18 Set the Fast Forward and 2X Forward intervals, in seconds, to use when replaying calls with the Nortel Quality Monitoring Client software. This setting applies to phone replay, which is only available if a Nortel Contact Recording Card is installed at the PBX.
Page 40 23 Set the time at which these processes occur. Use the 24-hour format, for example, 4:00 p.m. is 16:00. Do not set these two processes to run at the same time. Schedule them to run at a low activity period for the Quality Monitoring system. 24 Click Next.
Page 41 25 Enable the Click here to turn Export Call on feature to enable the Nortel Quality Monitoring Server to send recorded voice calls to others via e-mail. To use this feature, you must have an account set up on your mail server for Nortel Quality Monitoring to use.
Page 42 Nortel Quality Monitoring Server Installation For Login Name, enter the name on the account that is set up on your mail server for the Nortel Quality Monitoring Server to use. The default mail logon is Quality with a Password of password. If your mail system uses a character other than ;...
Page 43 Connect) and communications (Timeout Protocol). Leave the default values (30000) unless you know that the connection to the SMTP Server is slow. 29 Click Next. The Agent Initiated Monitoring screen is displayed. 30 Click to Enable Agent Initiated Monitoring. (Recommended). Installation Guide Nortel Quality Monitoring Server Installation...
Page 44 Agent Initiated Monitoring, referred to as AIM, is the feature that allows the agents to start and stop monitoring sessions. The feature must be enabled at the Nortel Quality Monitoring Server as well as at the agent desktop to function; therefore, it is typically installed here so that the option to use the feature is always available.
Page 45 September 2007 The Switch Configuration screen is displayed. (This screen is designed to be used in a future release of this product.) 34 Click Next. Installation Guide Nortel Quality Monitoring Server Installation...
Page 46 N is the is the number of ports; the 0 must be there. Note: Make sure that the number of Total Ports selected is less than or equal to the number of Nortel Quality Monitoring ports licensed for the Nortel Contact Recorder.
Page 47 (the voice URL) on the Quality Monitoring Server. This folder must be accessible by the Nortel Contact Recording Server 39 Click Next.
Page 48 Nortel Quality Monitoring Server Installation The AVI Conversion Server Settings screen is displayed. 40 Leave the default value for the directory in which to store the files created by the AVI Conversion Service. The voice and data files generated when a call is recorded are stored separately.
Page 49 InstallShield Wizard Completed screen if the option is not selected 45 If the utility is started, go to “Creating the Nortel Quality Monitoring Database,” on page 51 for complete instructions. If the Completed screen is displayed, click Finish.
Page 50 Nortel Quality Monitoring Server Installation Standard 4.0 47 Run the database utility as described in “Creating the Nortel Quality Monitoring Database,” on page 51. Nortel Quality Monitoring...
Page 51: Creating The Nortel Quality Monitoring Database
September 2007 Creating the Nortel Quality Monitoring Database You must create the Nortel Quality Monitoring database for the system to function. Note: Create a database folder before beginning this procedure. The recommended location for the folder is D:\Program Files\Nortel\Nortel DB.
Page 52 Nortel Quality Monitoring Server Installation The Database Login dialog box is displayed: 4 Enter the SA (system administrator) user name in the User Name field. This value is typically SA, but may be any user that has full administrator rights on the SQL server.
Page 53 7 Enter the path of the database folder in the Database Path field. This folder must exist; the program will not create it for you. The reccomended path is D:\Program Files\Nortel\Nortel DB. 8 Select the language to be used at the Quality Monitoring Client from the Language drop-down list. 9 Click Go.
Page 54 You can use the scroll bar to review the actions; there should be no errors for a new database. 10 If the SQL Server and Nortel Quality Monitoring Server are installed on the same machine, reboot the machine to complete the remaining post- processing steps.
Page 55 September 2007 MSSQLSERVER Considerations By default, the WitnessService MSSQLSERVER is not installed on the machine where the Nortel Quality Monitoring Server is installed, you need to do the following: If... You are installing the SQL Database on a separate server (on a...
Page 56: Final Steps For The Nortel Quality Monitoring Server Setup
Nortel Quality Monitoring Server Installation Final Steps for the Nortel Quality Monitoring Server Setup To complete the Nortel Quality Monitoring Server setup, you need to: Change the Permission for the Voice Folder Confirm the Quality Monitoring Setup at the Contact Recording Server...
Page 57 1 In Windows Explorer, navigate to the voice folder. The default path is \Journals\Voice. 2 Right-click on the voice folder, and select Sharing and Security. 3 Ensure that the Share This Folder radio button is selected. Installation Guide Nortel Quality Monitoring Server Installation...
Page 58 Nortel Quality Monitoring Server Installation 4 Click the Permissions button. 5 In the Allow category, ensure that all the options are selected that enable access to the voice folder. Standard 4.0 Nortel Quality Monitoring...
Page 59 Recording Server; therefore that server must be configured with the details of the Nortel Quality Monitoring Server. To verify that the appropriate data is entered at the Nortel Contact Recording Server: 1 Log in to the Nortel Contact Recording Server: 2 Click the Operations tab.
Page 60 5 Verify the following: URL of Nortel Quality Monitoring application to connect to. This is the IP node name of the Quality Monitoring server. The port numbers for the recording control and CTI links between these applications will default to 1415 and 1416 respectively. If you installed Quality Monitoring on the same server as the recorder, you can specify 127.0.0.1 or localhost.
Page 61: Upgrading To Release 6.01
\Program Files\Nortel\ Nortel Quality Monitoring Server folder. To upgrade the server: 1 Run the Nortel Quality Monitoring Server installation program, from a CD or network drive. 2 Follow the onscreen prompts. 3 Start the witnessservice and AVI Conversion Service.
Page 62 Nortel Quality Monitoring Server Installation To upgrade an existing version of the Nortel Quality Monitoring database, follow these steps: 1 If the installation/upgrade program did not launch the utility, click Start Programs The Database Utility dialog box is displayed: 2 Enter the name of your database server (typically the local host name) in the Database Server Name field.
Page 63 7 A message box appears, asking if you would like to upgrade the current database. Select Yes. The Database Parameters dialog box is displayed: 8 Select the desired language from the Language drop-down list. 9 ClickGo. The Database Creation window appears, and the database is updated: Installation Guide Nortel Quality Monitoring Server Installation...
Page 64 Nortel Quality Monitoring Server folder. Once you have finished updating the Nortel Quality Monitoring database, reboot the Nortel Quality Monitoring Server in order for the installation program to complete the remaining post-processing steps. Standard 4.0...
Page 65: Nortel Quality Monitoring Client Installation
Before You Begin the Installation ......68 Installing the Client Software ....... . . 71 Populating the Database .
Page 66: Nortel Quality Monitoring Client Overview
Nortel Quality Monitoring Server and database, as shown in the following diagram. Note: We recommend that you install an instance of the Client on the Nortel Quality Monitoring Server machine itself so that you can test the system prior to full deployment.
Page 67 September 2007 Nortel Quality Monitoring Client Installation Installation Guide...
Page 68: Before You Begin The Installation
Nortel Quality Monitoring Client Installation Before You Begin the Installation Before you install the Nortel Quality Monitoring Client, be sure that: the Client machine is on the same network as the Nortel Quality Monitoring Server and the Quality Monitoring database server the Client machine is running Windows 2000 SP4 or Windows XP SP2 Microsoft .NET Framework 1.1 is installed on the Client machine...
Page 69 3 Change the IIS Admin Startup type to Manual. 4 Access the World Wide Web Publishing Service Properties dialog. 5 Change the World Wide Web Publishing Service Startup type to Manual. 6 Restart the machine. Installation Guide Nortel Quality Monitoring Client Installation...
Page 70 7 Once the machine restarts, ensure that IIS Admin and World Wide Web Publishing Service are not running. 8 Install the Nortel Quality Monitoring Client as described in the “Installing the Client Software,” on page 71. 9 Once the Client is installed, change the IIS Admin Service and World Wide Web Publishing Service Startup types to Automatic.
Page 71: Installing The Client Software
1 Close all applications on the workstation. 2 Be sure that the WWW Publishing and IIS Admin services are stopped. 3 Place the Nortel Quality Monitoring CD into the CD-ROM drive on the workstation. The Welcome page appears automatically. Note: If this page is not automatically displayed, open Windows Explorer and navigate to the CD drive to select install.htm.
Page 72 5 Click Run (or Open depending on the dialog displayed). A screen indicates that the installation wizard is being prepared. Once started, the Welcome to the InstallShield Wizard for Nortel Client screen is displayed. Standard 4.0 Nortel Quality Monitoring...
Page 73 September 2007 Nortel Quality Monitoring Client Installation 6 Click Next. Installation Guide...
Page 74 Nortel Quality Monitoring Client Installation Customer Information 7 Enter your User Name and Organization. 8 Select one of the following options in the Install this application for field: Anyone who uses this computer (all users). This application is accessible to anyone who has a logon for this machine.
Page 75 September 2007 The Server Connections screen is displayed. 10 Enter the host name or IP address of the Nortel Quality Monitoring Server in the Enter the host name for the Quality Voice Server field. 11 Enter the TCP/IP host name of the SQL Server in the Enter the Database Server Name field.
Page 76 14 Click Next. The Phone Extension and Export screen is displayed. 15 If you do not have a Nortel Call Recording Card installed in your PBX: Go to the next step. If you have a Nortel Call Recording Card installed in your PBX: Enter the extension of the phone you intend to use when replaying or live monitoring agents.
Page 77 September 2007 18 Click Next. The Setup Type screen is displayed. 19 Select Custom to install all of the available Nortel Quality Monitoring Client applications. Minimal installs the Client main UI, the System Administration Utility, the Evaluations, Site Editor, and Graphing applications. It was designed as a...
Page 78 21 All of the applications are selected; you do not need to make any selections. You can use the scroll bar to review the programs and verify that you are installing the Client applications to the correct drive. (Nortel typically installs Quality Monitoring applications on the D: drive.)
Page 79 The Ready to Install the Program screen appears: 23 Click Install. If Microsoft .NET Framework 1.1 is not installed on the machine, a message box is displayed. Click Yes. When the licensing screen is displayed, accept the licensing agreement. Installation Guide Nortel Quality Monitoring Client Installation...
Page 80 When the installation process is complete, the InstallShield Wizard Completed screen appears. 24 Click Finish to exit the installation program. 25 If any patches have been released for the Nortel Quality Monitoring Client, install those now. Follow the instructions issued with the patch. Standard 4.0...
Page 81: Populating The Database
September 2007 Populating the Database In order for the Nortel Quality Monitoring Server to function correctly, you must populate the Quality database with some basic records. Use the Client applications to define at least one department, one Position ID/DN, and one agent.
Page 82 Nortel Quality Monitoring Client Installation A message is displayed. 5 Click Yes. The Nortel Quality Monitoring Client is displayed. Note: If the icons are not shown in the Applications column on the left, right-click in that area and select Properties. In the dialog displayed, select all of the applications.
Page 83 11 Start the Nortel Quality Monitoring Client. Creating a Department Departments are used to control user access to agents in most Nortel Quality Monitoring applications. You must have a department defined before you can set up the agents. The departments usually correspond to the functional groups in your contact center.
Page 84 The name appears in the departments list. 5 Select Exit to save your changes and close the Departments dialog box. For complete information about departments, please refer to the Nortel Quality Monitoring Administration Guide, Chapter 2: Setting Up the Departments Database Table.
Page 85 Position ID/DN or range of Position IDs/ DNs must be listed in the table for monitoring to be enabled. Note: The Position IDs/DNs you define here must also be defined in Nortel Contact Recording on the Operations...
Page 86 4 Type the Position ID/DN in the Instrument Number field. 5 Select Save. 6 Select Exit to close the SIU Utility dialog box. For complete information about the SIU Utility, please refer to the Nortel Quality Monitoring Administration Guide, Chapter 5: Setting Up the SIU Database Table.
Page 87 September 2007 4 Select admin as the Supervisor for this agent. 5 Select the PhoneDef + tab. 6 In the Phone Definition field, enter the agent’s login ID. 7 Select Depts. Installation Guide Nortel Quality Monitoring Client Installation...
Page 88 9 Select Return to return to the Agent Data dialog box. 10 Select Exit to save your changes and close the Agent Data dialog box. For complete information about agent definitions, please refer to the Nortel Quality Monitoring Administration Guide.
Page 89: Nortel Quality Monitoring Agent Installation
Before You Begin the Installation ......92 Installing the Agent Software ....... . . 93 Making Configuration Changes after Installation .
Page 90: Nortel Quality Monitoring Agent Overview
The Agent communicates directly with the Nortel Quality Monitoring Server, as shown in the following diagram. Note: We recommend that you install an instance of the Agent on the Nortel Quality Monitoring Server machine itself so that you can test the system prior to full deployment.
Page 91 September 2007 Nortel Quality Monitoring Agent Installation Installation Guide...
Page 92: Before You Begin The Installation
Nortel Quality Monitoring Agent Installation Before You Begin the Installation Before you install the Nortel Quality Monitoring Agent, be sure that: the Agent machine is on the same network as the Nortel Quality Monitoring Server the Agent machine is running Windows 2000 SP4 or Windows XP SP2...
Page 93: Installing The Agent Software
Installing the Agent Software To install Agent, follow these steps: 1 Close all applications on the workstation. 2 Place the Nortel Quality Monitoring CD into the CD-ROM on the workstation. The installation page is launched automatically. Note: If this page is not launched automatically, open Windows Explorer and navigate to the CD drive to select install.htm.
Page 94 Nortel Quality Monitoring Agent Installation The Welcome to the InstallShield Wizard for Nortel Quality Monitoring Agent is displayed. 6 Click Next. Standard 4.0 Nortel Quality Monitoring...
Page 95 The Destination Folder screen is displayed. 7 Select the location where you want the Agent files to reside. The default location is c:\Program Files\Nortel\Nortel Quality Monitoring Agent. To specify another drive or folder location, click Change. In the Change Destination Folder screen, type in the desired location or use the browse tools to select it.
Page 96 The Agent Initiated Monitoring (AIM) screen is displayed. 9 Select Install Agent Initiated Monitoring to allow agents to record calls. This feature must also be enabled on the Nortel Quality Monitoring Server to work. See Step 31 on page 44 in this guide.
Page 97 11 Leave the selection as Use CTI with AIM. The Nortel Quality Monitoring environment includes CCMS as the CTI, which sends logon, logoff, and call event information to the Nortel Quality Monitoring Server. If necessary, this function can be replaced with the ability of agents to log in and log out manually, as well as initiate and end a monitoring session.
Page 98 Nortel Quality Monitoring Agent Installation If you selected the Use Manual Login option in the previous screen, the Manual Logon Configuration screen is displayed. 14 Provide the following information: Agent ID. Enter the ID that the user must enter to log on to the phone system.
Page 99 The information that the agent enters in these fields is stored with the call and displayed with the journal file in the Nortel Quality Monitoring Client.
Page 100 Nortel Quality Monitoring Agent Installation fields are used, supervisors can search for a journal entry by these field names. Any field left blank will not be included on the agent screen. Note: It is important that these fields do not vary from desktop to desktop.
Page 101 The Ready to Install the Program screen is displayed. 21 Click Install to continue. 22 When the installation process is complete, the InstallShield Wizard Completed screen is displayed. 23 Click Finish to exit the installation program. Installation Guide Nortel Quality Monitoring Agent Installation...
Page 102: Making Configuration Changes After Installation
Making Configuration Changes after Installation To change any options selected during installation, you can edit the system registry. The Nortel Quality Monitoring Agent registry keys are located in: HKEY_LOCAL_MACHINE\Software\Witness Systems\eQuality Agent\AIM Note: Use caution when changing registry values. Editing the registry may cause the program to become unstable.
Page 103: Installation Guide
UserTip1 to User Tip 1...User Tip 5 user-defined. This text is displayed as UserTip5 Installation Guide Nortel Quality Monitoring Agent Installation Value(s) TCP/IP host name of the computer running the Quality Server. The default is 3010. 1=yes 0=no user-defined.
Page 104 Nortel Quality Monitoring Agent Installation Standard 4.0 Nortel Quality Monitoring...
Page 105: Verifying The Installation
C h a p t e r 6 Verifying the Installation In this chapter: Basic test procedures ........106 Troubleshooting Tips .
Page 106: Basic Test Procedures
Recording Master is UP. See the Recording Status screen of the Nortel Contact Recording Master. Log the agent onto the phone system. Verify the login at the Nortel Quality Monitoring Client UI in the Active Agents Place calls to the agent phone.
Page 107 Select Journal Files view the list of completed (recorder) calls. Replay a call. Select a file in the list of Journal Files at the Nortel Quality Monitoring Client UI and click the Play button. Installation Guide Active Agents display in the Nortel Quality Monitoring...
Page 108: Troubleshooting Tips
WitnessService won’t start. For the Nortel Quality Monitoring Server to be able to function correctly, you must use Nortel Quality Monitoring Client to set up at least one department record, at least one extension, and at least one agent record.
Page 109 September 2007 If this is not the issue, check the following: If the MS-SQL Server is not installed on the same machine as the Nortel Quality Monitoring Server, make sure that you have removed the service’s dependency on MSSQL. Refer to “MSSQLSERVER Considerations,” on page 55 for details.
Page 110 (fileshare) is properly defined on the Contact Recording Server and that the fileshare has the appropriate permissions as shown in “Final Steps for the Nortel Quality Monitoring Server Setup,” on page 56. Running the Nortel Quality Monitoring Server in Console Mode When troubleshooting, you can run the Nortel Quality Monitoring Server in Console Mode, which allows you to monitor the system while it is running.
Page 111 ’kernel.exe’ is located in the Nortel Quality Monitoring Server folder (typically D:\Program Files\Nortel\Nortel Quality Monitoring Server\). To stop the Nortel Quality Monitoring Server in Console Mode, click in the Kernel window, and then press Q on your keyboard. Reverting to Service Mode To revert to Service Mode, follow these steps: 1 Use a text editor such as Notepad to open the ’server.ini’...
Page 112 Verifying the Installation Standard 4.0 Nortel Quality Monitoring...
Page 113: Quality Monitoring In A Citrix Environment
Overview ..........114 Setting up the Quality Monitoring Client ......115 Setting Up the Nortel Quality Monitoring Agent .
Page 114: Overview
Monitoring applications to run in a distributed computing environment. In the thin-client environment, client sessions run on a Thin-Client server. As a result, the Nortel Quality Monitoring Server requires a method of connection to the individual sessions. The Quality Thin-Client solution acts as a broker to deliver communication requests to and from the Quality Monitoring Server and the individual client sessions.
Page 115: Setting Up The Quality Monitoring Client
Password Domain 5 Click Logon. Citrix presents a list of applications. The Nortel Quality Monitoring Client is in the list. 6 Click the Nortel Quality Monitoring Client. The Login page prompts you for the following information: User name Password Extension 7 Enter this information in the appropriate fields, and click Logon.
Page 116 Quality Monitoring in a Citrix Environment Defining the Agents in the Client Once the Client is running, you can set up the agents you’ll be monitoring. As you define the agents, be sure that you set the following attributes for each one: In the Terminal application, choose WIN TS AGENT as the Controller.
Page 117 September 2007 On the User Fields tab, enter the 10 character user name that will be used by this agent to logon to the Citrix Server using the Web Interface. Installation Guide Quality Monitoring in a Citrix Environment...
Page 118: Setting Up The Nortel Quality Monitoring Agent
Quality Monitoring in a Citrix Environment Setting Up the Nortel Quality Monitoring Agent Complete the following steps to set up the Nortel Quality Monitoring Agent application on Citrix. This procedure highlights the Citrix (Terminal Services) environment. For complete descriptions of the Agent installation screen options, please refer to “Nortel Quality Monitoring Agent Installation,”...
Page 119 The AIM Options page appears. 8 Select AIM Options and click Next. The Configure AIM Annotation page appears. 9 Configure the AIM Annotation settings and click Next. The Quality Monitoring Agent is installed. Installation Guide Quality Monitoring in a Citrix Environment...
Page 120: Checking The Quality Monitoring Server Settings
Quality Monitoring Server’s server.ini file The server.ini file is a text file located in X:\installdirectory\Nortel\Nortel Quality Monitoring Server. To verify or set the parameters, follow these steps: 1 In the Services area of the Control panel, stop the WitnessService.
Page 121 Debug level log flag (0=off 1=on). Max Transit Units for capture. PollRate Poll rate for screen capture (msecs). MaxSampleSize Maxium file size. Port TCP port to listen for connections. WinTSAgentCharFieldAgent Character Field Number used (1 to 10) Quality Monitoring in a Citrix Environment...
Page 122: Setting The Citrix Application Security Policy
Quality Monitoring in a Citrix Environment Setting the Citrix Application Security Policy The security policy settings for Citrix must be set in the following way: 1 Navigate to Security Settings > Local Policy > User Rights Assignments. 2 Change the System Time such that it includes LOCAL SERVICE.
Page 123: Problems And Resolutions
Monitoring agent. Is the agent currently logged in? Installation Guide Quality Monitoring in a Citrix Environment Resolutions No: Please see the section "Unable to monitor any Thin Client agents" Yes: Move to the next question. The agent's session could be disconnected, timed out, or logged out completely.
Page 124 Quality Monitoring in a Citrix Environment Problem Troubleshooting Are you using Host mode or Agent ID mode? Resolutions Host mode identifies Nortel Quality Monitoring sessions by the Host name assigned to the thin client device. Agent ID mode identifies thin client sessions by the Logon ID of the agent on the Thin Client Server.
Page 125 Nortel Quality Monitoring Monitoring Server? agent. Installation Guide Quality Monitoring in a Citrix Environment Resolutions When the agent logs on, their session is registered with WitnessAgentDevTS.exe on the Quality Monitoring Server. Have the agent log off and back on, then check the AgentDevTS.log on the Witness...
Page 126 Quality Monitoring in a Citrix Environment Problem Troubleshooting Unable to Is the Thin Client monitor any Server Thin Client communicating agents. with the Witness Server? Resolutions The Thin Client Server communicates with the Witness Server through the Witness Capture Service running on the Thin Client Server.
Page 127 NamedPipe." followed by several invalid handle messages within the 'WitnessService _ClientConnect.log' Installation Guide Quality Monitoring in a Citrix Environment Resolutions On Windows 2000, Witness Capture Service launches WCapW32 within the agent's session when a monitor request is sent. Check the 'WitnessService_ClientConnection.log' on...
Page 128 Quality Monitoring in a Citrix Environment Problem Troubleshooting Message: "CserverUpdateThr ead:: OpenSocket Failed to open socket to Witness Server" found within the 'WitnessService _ServerUpdate.log'. Service does not shutdown properly. Resolutions This indicates that the service attempted to update the Witness Server. However, the Witness Server didn't respond in time.
Page 129: Silent Agent Installation
A p p e n d i x B Silent Agent Installation In this Appendix: Overview ..........130 Properties for Configuration .
Page 130: Overview
To run the Agent silent install, follow these steps: 1 Copy the Agent folder from the Nortel Quality Monitoring CD to a local or remote shared disk to which each Agent computer has read/write access.
Page 131: Properties For Configuration
Installation Guide AGENT_VERSION Version number Must be set to “V5” Required R6_METHOD Version number Must be set to “V5” Required INSTALLDIR Folder path where the software is to be installed Suggested Location: “<SystemDisk>:\Program Files\Nortel\Nortel Quality Monitoring Agent” Required Silent Agent Installation...
Page 132 Description: Possible Values: Comments: INSTALLDIR Folder path where the software is to be installed Suggested Location: “<SystemDisk>:\Program Files\Nortel\Nortel Quality Monitoring Agent” Required AGENT_MONITORING_ENABLED Specifies whether to install Agent Initiated Monitoring (AIM) Default: "FALSE”. Set to “TRUE” to install Agent Initiated Monitoring (AIM).
Page 133 September 2007 Property: Description: Possible Values: Comments: Property: Description: Possible Values: Comments: Installation Guide AIM_LOG_ENABLE Enables the creation of the AIM log files Default: “0”. Set to “1” to enable creation of AIM log files. If you set AIM_LOG_ENABLE to “1”, you must specify a value for the AIM_LOGS property.
Page 134 If you set WS_CLIENTINITCAP_REG to “1”, you must provide values for the properties listed in “Dependent Properties for Capture- Initiated Connection,” on page 140. CTI_BUTTON_GRP Specifies manual log on or logon events via CTI events from CCMS. Standard 4.0 Nortel Quality Monitoring...
Page 135 If you set this property to “MANUAL”, you must provide values for the properties listed in “Dependent Properties for Manual AIM,” on page 137. CONNECT_SERVER_NAME TCP/IP host name of the server running the Nortel Quality Monitoring Server Required CONNECT_SERVER_PORT Port for AIM recordings...
Page 136 Default: “0”. Set to “1” to enable agents to block monitors. This can be overridden at the site level, by a setting on the Nortel Quality Monitoring Server in the server.ini file. Refer to the Nortel Quality Monitoring Server Infrastructure Guide for information on the [Filter] Section - MonitorBlocking setting.
Page 137 September 2007 Dependent Properties for Manual AIM If you set CTI_BUTTON_GRP to “MANUAL”, you must specify values for the following properties: Property: Description: Possible Values: Comments: Property: Description: Possible Values: Comments: Installation Guide AGENT_EXTENSION The value entered here is used to pre-populate the agent’s extension when they are logging into AIM.
Page 138 Lock the value entered for AGENT_ID so that the agent can not change it. Default: “0”. Set to “1” to enable agent ID lock. If you do not want to enable agent ID lock, do not place this property on the command line. Standard 4.0 Nortel Quality Monitoring...
Page 139 AGENT_LOGS Folder path where Agent log files are written Suggested Location: <SystemDisk>:\Program Files\Nortel\Nortel Quality Monitoring Agent\Logs If you do not want to enable Agent logging, do not place this property on the command line. ANNOT_USERX (Where X is a number from 1 to The values for these properties become the labels for the fields on the Agent Initiated Monitoring –...
Page 140 These are the tool tips that correspond to the fields defined by ANNOT_USERX. Default: This is User Field X (Where X is a number from 1 to 5). It is not necessary to configure all five tool tips. Standard 4.0 Nortel Quality Monitoring...
Page 141 September 2007 Property: Description: Possible Values: Comments: Property: Description: Possible Values: Comments: Property: Description: Possible Values: Comments: Installation Guide WS_CLIENTINITCAP_PORT_EDIT Remote capture server port. Default: “3004”. Can be set to any suitable port number. WS_CLIENTINITCAP_SERVERNAME_EDIT Remote capture server IP address Should be set to the IP address of the remote capture server WS_CLIENTINITCAP_NAME_EDIT...
Page 142: Feature List
CTI_BUTTON_GRP is set to “MANUAL” Core capture files, which must always be installed R5 ONLY - use this when capturing a thin Client environment R5 files and settings - use when AGENT_VERSION is set to “V5" Standard 4.0 Nortel Quality Monitoring...
Page 143 MSI engine. /i - tells the MSI engine to install a package. The folder path in quotation marks, "C:\[Agent-Install-Folder]\Nortel Quality Monitoring Agent.msi ", tells the MSI engine where to find the package to install. /q – Tells the MSI engine to run without any user interface.
Page 144 Change these folder paths if you want to install to a different install location. Important! Note that within the ’set’ parameters, double backslashes must be used. set ProgPath="C:\\Program Files\\Nortel\\eQuality Balance Agent" set LogPath="C:\\Program Files\\Nortel\\eQuality Balance Agent\\Logs" If a previous version of Agent is already installed, uninstall the existing version using the command line below.
Page 145 September 2007 msiexec.exe /x{5C77217B-5552-4606-BA39-374F07F18BC5} /q Install Agent. This example shows the installation with AIM/Manual Important! For the INSTALLDIR= property and the AGENT_LOGS= property, double quotation marks must be used around %ProgPath% and %LogPath%, as shown in the command line below. setup /s /v"/qn INSTALLDIR=""%ProgPath%""...
Page 146 Silent Agent Installation Standard 4.0 Nortel Quality Monitoring...
Page 147: Quality Monitoring Faqs
A p p e n d i x C Quality Monitoring FAQs Installation Guide...
Page 148 Agent. The Client and Agent do not communicate directly with each other or the Contact Recorder. Which protocols/firewall ports do the Quality Monitoring components use? The following table shows the ports used in the Quality Monitoring system. Server Ports The UDP database port starts at 1498(UDP) and dynamically increments.
Page 149 In addition, the network communication definition is as follows: AIM Software: (Agent initiated monitoring & logon/logoff functions): Agent's AIM software makes an outbound call on random port to the Witness Server specific port 3010 tcp. Wadld.exe application listens on port 3010 of the Witness Server.
Page 150 Yes, if the given port and protocol is allowed through the VPN. Is there a limit to the number of Quality ports? There is a MAXIMIUM of 120 ports that are licensed in Nortel Quality Monitoring. This limit is per Nortel Quality Monitoring Server.
Page 151 September 2007 Can I switch from block recording to discrete after installation? The server.ini file holds the configuration parameters for the Nortel Quality Monitoring Server. The selection is held in the server.ini file in the Scheduler section. The parameter is CallsOnly=.
Page 152 Quality Monitoring FAQs Standard 4.0 Nortel Quality Monitoring...
Page 153: Notification System
A p p e n d i x D Notification System In this Appendix: Feature Description........154 Installation Guide...
Page 154: Feature Description
Notification System Feature Description This appendix outlines a feature in Nortel Quality Monitoring that allows sending of notifications about various errors on the server that may potentially cause problems if not corrected and may require attention from the system administrator or support personnel.
Page 155 September 2007 The name of the process that originated the notification. Company name. Contact information. Notification text. Only notifications with critical priorities may be sent to support. Notification handler (Notif.exe) creates a log file (Notif.log) that contains the time a notification was processed along with complete notification information.
Page 156: Installation And Configuration
– Notifications with high and critical priorities will be sent to the user. – Notifications with critical priorities will be sent to the user. The default is Nortel Quality Monitoring Standard 4.0 setting. To User...
Page 157 September 2007 Section Name Parameter Name Notification User=<user id> User Id of the user who will receive Notification BroadcastPrior ity=n Notification EmailPriority= Notification EmailTo=<list> A list (up to 400 characters long) of e-mail Notification EmailFrom= <address> Notification PagerPriority= Installation Guide Comments notifications.
Page 158 Used as a company name in the body of an email to support. Example: Company=ABA Inc. Used as a contact information in the body of an email to support. : Contact=John Doe, (555) 111- Example 1234 Nortel Quality Monitoring Standard 4.0...
Page 159 Custom setup, Client Customer Information screen database Database Login Database Password Database Port Number Database Server hostname Database Server Name Database Username database, Nortel Quality Monitoring database, Quality Monitoring Datasource screen DBUtil dbutil.exe default password, Client Destination Folder screen eQuality Balance Client...
Page 160 Nortel Contact Recording Server with Quality Monitoring Nortel Quality Monitoring agent silent installation procedure Client installation procedure overview Server installation Server installation procedure Nortel Quality Monitoring Agent description Nortel Quality Monitoring Client description Nortel Quality Monitoring database creating Nortel Quality Monitoring Server description...
Page 161 September 2007 passwords entering Phone Extension and Export screen Client Playback and Record Settings screen Server problems with call replay Quality DSN Quality Monitoring components database diagram Quality Voice Server QualityforAVI DSN RAM requirements Agent Random Ports Ready to Install the Program screen...
Page 162 Index Quality QualityforAVI system maintenance System Maintenance screen Server Total Ports VIM Systems Voice Ports screen Server Voice URL screen Server voice.ini file Welcome page Client Welcome screen Client WitnessService WWW Publishing Service stopping Standard 4.0 Nortel Quality Monitoring...
Page 164 The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality Monitoring 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.

Nortel Quality Monitoring Installation Manual

Getting Started

Installation Overview

Nortel Quality Monitoring Server Installation

Nortel Quality Monitoring Client Installation

Nortel Quality Monitoring Agent Installation

Verifying the Installation

Quality Monitoring in a Citrix Environment

Silent Agent Installation

Quality Monitoring Faqs

Notification System

Quick Links

Related Manuals for Nortel Quality Monitoring

Summary of Contents for Nortel Quality Monitoring

Table of Contents