Cisco Unified Workforce Optimization

Client Desktop Application Deployment Guide Version 10.5

First Published: June 18, 2014

Last Updated: June 30, 2015

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARESUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, ANDRECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTEDWITHOUTWARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULLRESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SETFORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATEDHEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE ORLIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by theUniversity of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operatingsystem. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OFTHESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMEDSUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUTLIMITATION, THOSE OFMERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE ANDNONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCOOR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL,CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS ORLOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IFCISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. andother countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-partytrademarks mentioned are the property of their respective owners. The use of the word partner does not implya partnership relationship between Cisco and any other company. (1110R)

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actualaddresses and phone numbers. Any examples, command display output, network topology diagrams, andother figures included in the document are shown for illustrative purposes only. Any use of actual IPaddresses or phone numbers in illustrative content is unintentional and coincidental.

Client Desktop Application Deployment Guide

© 2014-2015 Cisco Systems, Inc. All rights reserved.

Contents

Introduction 5

Client Desktop Deployment Best Practices 5

Windows Installer Logging 5

Installing a Second Desktop Application on the Client Desktop 6

Client Installation Packages Locations 6

Manual Installation 9

Manual Installation Requirements 9

Elevated Privileges Policy for Windows Installer Installation 9

Enabling theWindowsElevated Privileges Policy 9

Installing Client Desktop Applications 10

Installing Client Desktop Applications 10

Administered Installation 13

Administered Installation Requirements 15

Execution 15

Per-Machine vs. Per-User 15

Automated Package Installation vs. Manual Installation 15

Multiple Software Releases 15

Using Automated Package Distribution Tools 16

Administered Installation Best Practices 16

Deployment Package 16

Testing Deployment Packages 16

RecommendedDeployment PreparationModel 16

Configuring Client Installation Files 17

Managing Certificates 19

Upgrading and Testing Client Desktop Applications 21

Upgrading the Client Desktop Applications 21

Testing the Desktop Recording Service Installation on Client Desktops 22

IntroductionThis document describes how to install and upgrade client desktop applications for CiscoQualityManagement.

Note: CiscoWorkforceManagement does not use a desktop client.

You can use one of the following options to install the client desktop applications on clientdesktops:

n Manual installation

n Administered installation—using one of the automated package distribution tools.

For best practices, see Deploying Client Desktop Applications.

Client Desktop Deployment Best PracticesThe following topics describe the best practices for deploying client desktop applications.

Windows Installer Logging

Windows Installer logging can be enabled. This ensures that any loggable issues are capturedefficiently. The installations should be run using the following command:

<client application executable> /l*v <logfile path and name>

where <client application executable> is the name of the client application's executable file and<logfile path and name> is the name and location of the log file.

Example: Cisco Unified WFOMonitoring and Recording Recording.msi /l*vc:\installer.log

Note: Specify a location for the logfile path and namewhere you have write permission.

5

Introduction

Installing a Second Desktop Application on the Client Desktop

If you need to add a second desktop application on a client desktop (for example, install QualityManagement Administrator on a client desktop whereMonitoring and Recording Recording iscurrently installed), youmust:

1. Remove all patches from the client desktop.

2. Install the second desktop application.

3. Reinstall the patches on the client desktop.

Note: If you are using the Automatic Update feature, youmust temporarily disableAutomatic Update before the patches are removed from the client and the seconddesktop application is installed. After the second desktop application is installed, you canenable Automatic Update to automatically apply the patches.

Client Installation Packages LocationsMicrosoft Installer (MSI) packages are located in the following location on a successfullyinstalled production server and are intended for bothmanual and automated deployment:

http://<QMbase server>/TUP/QM

You can also generateMSI packages using the ConfigureMsi.exe utility and unconfiguredinstallation templates. The ConfigureMsi.exe is available in the following location:

C:\Program Files\Cisco\WFO_QM\bin

TheCiscoQualityManagement installation ISO contains unconfigured installation templatesthat, with the use of a configuration tool (ConfigureMsi.exe), can be configured so that clientdesktop applications are available prior to the installation of the services for CiscoQualityManagement .

The unconfigured installation templates are located in the following file structure on theinstallation ISO:

n CiscoQualityManagement Desktop Clients:

l Admin

6

Introduction

l Recording

l RecordingThinClient

7

Manual InstallationThis section describes how to deploy client desktop applicationsmanually, and covers thefollowing topics:

n Manual Installation Requirements

n Installing Client Desktop Applications

Manual Installation Requirements

Elevated Privileges Policy for Windows Installer Installation

To allow users with limited privileges to install a client application on a computer youmustenable theWindows policy “Always Install with Elevated Privileges” for both the UserConfiguration and the Computer Configuration.

By default, Windows Installer installations run in the context of the logged-on user. When thispolicy is enabled,Windows Installer installationswill run in a context with elevated privileges,thus allowing the install to successfully complete complex tasks that require a privilege levelbeyond that of the logged-on user.

Enabling the Windows Elevated Privileges Policy

Use this task to elevate the privileges on a user’s computer so the user can install the clientdesktop applications.

1. Start theMicrosoft Management Console (MMC) Active Directory Users and Com-puters snap-in.

2. Right-click the appropriate organizational unit (OU) and select Properties from thepopupmenu.

3. On theGroup Policy tab, select the Group Policy object (GPO) and then click Edit.

4. Expand Computer Configuration > Administrative Templates > WindowsComponents> Windows Installer.

5. Double-click Always install with elevated privileges.

9

Manual Installation

6. Choose Set to Enabled, and then clickOK.

7. Expand User Configuration > Administrative Templates > WindowsComponents >Windows Installer.

8. Double-click Always install with elevated privileges.

9. Choose Set to Enabled, and then clickOK.

Youmust enable this GPOunder both the User Configuration and ComputerConfiguration sections for it to take effect.

Installing Client Desktop ApplicationsYou can install the client desktop applications fromweb pages that reside on the base server.These web pages are created when you install the Base Services.

Install the client desktop applications after you install and configure the services for CiscoQualityManagement .

Installing Client Desktop Applications

Use this task to install client desktop applications for CiscoQualityManagement.

1. On the computer where you want to install the client application, start Microsoft InternetExplorer.

2. Enter the appropriate installation web page address in the Address field. Your optionsare as follows:

l http://<QMbase server>/TUP/QM/Administrator.htm—This page contains linksto the install files for all client desktop applications—QualityManagementAdministrator, Desktop Recording service, and Cisco Screen Player Plug-in.

Note: QualityManagement Administrator is automatically installed on thebase server.

l http://<QMbase server>/TUP/QM/Desktop.htm—This page contains a link tothe Cisco Screen Player Plug-in install files.

l http://<QMbase server>/TUP/QM/Recording.htm—This page contains a link to

10

Manual Installation

the Desktop Recording service install files.

l http://<QMbase server>/TUP/QM/MSPackage.htm—This page contains a linkto theMicrosoft Visual C++ 2010 Redistributable Package (x86) install file. TheMicrosoft Visual C++ 2010 Redistributable Package is only required for man-agers and supervisors that want to use the Live ScreenMonitoring feature.

The installation web page appears.

3. Follow the instructions on the web page to install the client application.

When installing client desktop applications for Call Recording andQualityManagement, note the following:

n If you are runningWindows 7, a RebootWarning dialog boxmight appearbehind the current window after you install the application. Move the currentwindow out of the way to check for the RebootWarning dialog box.

n If you are prompted to reboot themachine to complete the installation, click No.This reboot prematurely terminates background installation activities.

4. For CiscoQualityManagement only, note the following:

n To ensure your screens are recorded, CiscoQualityManagement might auto-matically reboot.

n If available, download the latest SR and ES for the client desktop fromhttp://<QMbase server>/TUP/QM/Patches.htm and follow the instructions onthe web page to install the SR or ES.

11

Administered InstallationThis section describes how to deploy client desktop applications automatically, and covers thefollowing topics:

n Administered Installation Requirements

n Using Automated Package Distribution Tools

n Administered Installation Best Practices

n RecommendedDeployment PreparationModel

n Configuring Client Installation Files

13

Administered Installation Requirements

Execution

Installationsmust be executed on the target machine.

Per-Machine vs. Per-User

Installationsmust be deployed on a per-machine basis. Per-user installations are notsupported.

Automated Package Installation vs. Manual Installation

Automated installationsmust use the same files andmeet the same installation criteria asmanually deployed installations.

Cisco does not support alteration of these files or the use of other MSI files included with theproduct at other locations.

The requirements for supported operating systems, product deployment configurations,installation order, and server/client version synchronization for automated package installationis the same as for manual installation. Cisco does not support altering the suppliedMSIpackages to circumvent the installation criteria.

Multiple Software Releases

Do not combinemultiple Cisco installation files and packages into a single deploymentpackage.

Example: Do not deploy a software package's base release and a subsequent servicerelease into a single deployment package.

Each software releasemust be distributed as a distinct deployment. Cisco does not supportcombining the installation for multiple releases into a single deployment package.

15

Using Automated Package Distribution ToolsYou can deploy (push) MSI-based client desktop application installations through automatedpackage distribution tools that make use of theMicrosoft Windows Installer service.

Administered Installation Best PracticesThe following topics describe the best practices for using the administered installation to deployclient desktop applications.

Deployment Package

Deploy each installation package using its own deployment package. Using separatedeployment packages allows you to isolate potential issues faster than a compositedeployment package.

Testing Deployment Packages

The deployment engineer should create and test an installation and an uninstallationdeployment package.

Recommended Deployment Preparation ModelUse the following deployment preparationmodel to test the deployment in a test environmentbefore you deploy an update on your production server.

1. Use a lab environment to model the pending deployment.

2. Verify that the required hardware and software are installed on the desktop clients. SeetheDesktop RequirementsGuide for more information.

3. Install the servers to obtain valid client installation packages or use theMSI tool. SeeClient Installation Package Locations for the location of the client installation packageson the server.

4. Manually deploy client installation packages to ensure that the installs are compatible

16

with your environment.

This will isolate product installation vs. automated deployment issues.

5. Create your deployment packages in accordance with the requirements listed inAdministered Installation Requirements.

Note: Cisco recommends creating installation and uninstallation deploymentpackages.

6. Test the deployment packages.

7. At deployment time, modify your deployment packages, replacing the client installationpackages from the lab environment with valid client installation packages from theproduction server.

Configuring Client Installation FilesUse this task to configure client installation files with ConfigureMsi.exe.

1. Create a virtual drive and then load the ISOon that drive.

2. Copy the Clients folder and all its contents, including the ConfigureMsi.exe, from theCiscoQualityManagement installation ISO to a PC that does not have the CiscoQual-ityManagement Base Services installed on it.

3. On the desktop, open a commandwindow and navigate to the Clients folder.

4. Run the ConfigureMsi.exe as administrator.

5. The configuration tool starts.

6. Type the IP address or hostname of the base server and press Enter.

7. Type the IP address or hostname of the Surrogate Host and press Enter.

The utility creates installation files for all Cisco QualityManagement client desktopapplications.

17

Managing Certificates

Managing CertificatesHow youmanage certificates on a client desktop depend on where the certificate is signed.

If your signed certificate is from awell knownCertificate Authority (CA) or you imported thesigned certificate into Active Directory, there is nothing additional that you need to do.WellknownCAs, like VeriSign or Thawte, include certificates as part of the Java cacerts store.

If your signed certificate is fromActive Directory Certificate Server (AD CS), and you importedthe signed certificate into Active Directory, there is nothing additional that you need to do. If thedesktop client is not included in the Active directory domain, you need to import the certificate.

Lesser knownCAs, such asGoDaddy, will need to be installed on the client machine or webbrowser. You can add a trusted root CA to aGroup Policy object (GPO). Microsoft providesinstructions for adding a trusted root CA to aGPOat http://technet.microsoft.com/en-us/library/cc738131.aspx.

Internet Explorer will look for the certificate in the internal machine certificate store on the clientdesktop.

19

Upgrading and Testing Client DesktopApplicationsThe following topics describe how to upgrade and test client desktop applications:

n Upgrading the Client Desktop Application

n Testing the Desktop Recording Service Installation on Client Desktops

Upgrading the Client Desktop Applications

Note:When upgrading to the latest version of CiscoQualityManagement from aprevious version with a patch installed, the upgrademight fail. To work around thisproblem, ensure the application version registry key is set to the version you areupgrading from, then upgrade the application.

For CiscoQualityManagement, install the following applications onto each client desktop:

n Cisco Screen Player Plug-in

n Desktop Recording service

n QualityManagement Administrator—on the administrator’smachine only

See Installing Client Desktop Applications for more instructions. For CiscoQualityManagement only, the installation is not complete until MSIPostProcessor.exe is no longerrunning. This processmight automatically reboot the client desktop.

The Process tab in theWindows TaskManager window displays the current CPU status fortheMSIPostProcessor.exe.

21

Upgrading and Testing Client Desktop Applications

Testing the Desktop Recording Service Installationon Client DesktopsIf you have client desktops that run on different operating systems, test three or four clientdesktops for each operating system using CiscoQualityManagement in your environment andgenerate test calls to phones associated with each of the client desktops before a scheduledupload occurs.

Example: You environment includes client desktopswith administrative privileges andlaptopswith administrator privileges.

The following task describes how to test Desktop Recording Services after a fresh installationor an upgrade.

1. Log on to a client desktop.

2. Generate test calls.

3. Verify the recordings uploaded successfully to the designated recording file storage loc-ation.

4. Repeat steps 1-3 for each client desktop in your test set.

5. After testing the sample client desktops, continue updating the remaining clientdesktops that have CiscoQualityManagement installed.

Example: If your environment uses desktops and laptops, you need to test the followingscenarios:

n Desktop with administrator privileges

n Desktop with elevated privileges

n Laptop with administrator privileges

n Laptop with elevated privileges

22

A

Active Directory 19

administrative privileges 22

Administrator.htm 10

automated package 5, 15-16

automated package distributiontools 5, 16

B

best practices 5

C

CiscoQualityManagement SignedCertificate

updating 22

client desktop application

administered installation 13

manual installation 9

testing 22

upgrading 21

client desktop applications 5-6, 9-10, 17, 21

client installation files 17

client installation packages 6, 16

ConfigureMsi.exe utility 6, 17

D

deployment package 15-16

deployment preparationmodel 16

Desktop.htm 10

E

elevated privileges 22

elevated privileges policy 9

I

installation

options 5

installation files

multiple 15

installation packages

multiple 15

installation templates 6

23

Index

Index: manual installation –Windows Installer logging

M

manual installation 15

MSI packages

locations 6

MSIPostProcessor 21

MSPackage.htm 11

P

per-machine installation 15

per-user installation 15

R

Recording.htm 10

requirements 15

administered installation 15

manual installation 9

T

target machine 15

testing Desktop Recordingservice 22

U

upgrading client desktop applic-ations 21

W

Windows Installer logging 5

24