Cisco Unified Workforce Optimization Quality Management ... · PDF file5000 2500 1250 600...

Cisco Unified Workforce Optimization QualityManagement

Server Installation Guide Version 10.5

First Published: June 18, 2014

Last Updated: July 28, 2016

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Server Installation Guide

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Contents

Introduction 8

System Requirements 10

QualityManagement Environment 10

SystemEnvironment 10

Event Timestamps 10

Operating Environment 11

Server Operating Systems 11

Server Hardware Requirements 11

Voice Record Server Capacity Guidelines 13

Single Base Server Configuration Capacity Guidelines 15

Disk Storage Sizing Guidelines 16

Determining Hard Disk Space Requirements 18

Recording Storage Requirements 19

Storage Calculator 19

Bandwidth Usage 20

Microsoft SQL Server Requirements 20

Contact Metadata and theMicrosoft SQL Server 21

Determining Required RAM 22

QualityManagement in a Cisco UCS Environment 23

Virtual Server Environment 23

Desktop Requirements 24

Firewall Requirements 24

Planning Ahead 26

Pre-Installation Checklists 26

Preparing a Site for Installing QualityManagement Checklist 26

Cisco Unified CMConfiguration Checklist 31

Cisco Unified CCX Configuration Checklist 32

Deployment Checklists 33

Single Server Installation Checklist 33

QualityManagement Administrator Configuration Checklist 34

Client Desktop Application Installation Checklist 35

Optional FeaturesConfiguration Checklist 36

Testing Checklist 37

Before Installing Quality Management 38

Microsoft WindowsServers 38

Microsoft WindowsServer Guidelines 38

WindowsServer 2008 or 2012 38

Microsoft SQL Server 38

All Versions of Microsoft SQL Server 39

InstallingMicrosoft SQL Server 39

Microsoft SQLRoles 40

Microsoft SQL Server Maintenance Plan 40

Microsoft SQL Server Standard and Express Editions 41

SQL Server Browser 41

Express Edition Considerations 42

WindowsSNMP Service 42

SNMP Requirements 43

Active Directory 43

Active Directory Information 43

Active Directory Configuration Guidelines 44

External Storage User 44

Cisco Unified CM 45

Configuring Cisco Unified CMAdministration for Network Recording 45

JTAPI User 47

Fully Qualified Domain Name 48

Supporting Asian Languages or Unicode Font 49

Installing Supplemental Language or Unicode Font Support 49

Supporting Asian Languages or the Unicode Font in PDF Reports 50

Upgrading from Previous Versions 52

ProxyHost 53

Extend Screen Recording 53

Agent Recording andGatewayRecording 53

Cluster Recording 54

Recordings Folder 54

Configured Devices 54

VoIP Devices for CiscoMediaSense Recording 54

Integration Configuration 55

IBM Informix Driver 55

Integration Configuration 55

CDR Configuration 56

RecordingMethods 56

Deploying Client Desktop Applications 56

Citrix or Windows Terminal Services 56

Playing a Voice Recording 56

ResiliencyOptions 57

Point-based Scoring 57

Customizing the Reports Logo 57

User Account Control (UAC) 58

Upgrading 58

Installing Quality Management 60

Services for QualityManagement 60

Install Services on a Single Server 60

Installing a Service Release or Patch 64

Guidelines for Installing a Patch (SR, ES, or ET) 65

Install the Latest Patch 65

Rolling Back to a Previous State 66

Running System Configuration Setup 68

Run SystemConfiguration Setup 69

Manually Installing the Cisco JTAPI Client 76

Entering Configuration Data in UpdateMode 77

Rules for Upgrading or Modifying the ACD Database in UpdateMode 77

Stopping the Sync Service Before Upgrading the Unified CCX Database 77

Changing the Base Server 78

Changing Configuration Data in UpdateMode 79

External Storage and Services 80

Configuring Services for External Storage 80

Managing Certificates 82

Requirements 82

Updating the QualityManagement Signed Certificate 83

Creating a Certificate Signing Request (CSR) for the Base Server 84

IP Address Limitations for SANs in Internet Explorer 85

Certificates and Commercial Services 86

Generating Certificates Using Commercial Services 86

Expired Certificate from aCommercial Service 89

Certificates and Active Directory 89

Verifying the AD CS Supports the SAN Certificate Feature 90

Generating Certificates Using Active Directory 91

Expired Certificate fromAD CS 98

Installing Root and Intermediate Certificates on Client Desktops 99

Installing Server Applications 100

Installing the Recording Thin Client on a Citrix Server 100

After Installing Quality Management 102

CAD and Finesse Integration 102

Removing Quality Management 104

Removing aQualityManagement Client Desktop Application 105

Removing theQualityManagement Databases 106

Backup and Restore 108

QualityManagement Database Disaster Recovery 108

Backing Up the Databases 108

Restoring the Database 109

Documentation 110

IntroductionThis document explains how to install Cisco UnifiedWorkforce Optimization QualityManagement 10.5 on a server in a Cisco Unified CCX environment.

For information on:

n Understanding theQualityManagement system, the Unified CCX environment, archi-tecture, components, capture and recordingmethods, and resiliency options, see theIntegration Guide.

n Deploying applications on the client desktop, see theClient Desktop Application Deploy-ment Guide.

8

System RequirementsThis topic lists the system requirements for QualityManagement. Read this informationcarefully and ensure your system environment meets all requirements before you install QualityManagement.

Quality Management EnvironmentQualityManagement 10.5 is compatible with CiscoWorkforceManagement (WFM) 10.5.

System EnvironmentQualityManagement has been verified in the following environments:

n Cisco Unified CCX 8.0, 8.5, 9.0, 10.0, 10.5, 10.6

n Cisco Unified CM8.0, 8.5, 8.6, 9.1(2), 10.0, 10.5, 10.5(1) SU1a, 10.5(2)

n CiscoMediaSense 8.5, 9.1, 10.0, 10.5

QualityManagement has direct dependencies on Cisco Unified CommunicationsManager(CM) for CTI and SIP events. Therefore, QualityManagement compatibility with Unified CM isgenerally limited to the corresponding Unified CM version at the time of release and at leastone prior version. Previous versions of QualityManagement are not generally updated forcompatibility with new versions of Unified CM.

Event TimestampsMany featureswithin QualityManagement rely on timestamps of events to properly associatedata with the correct person or call. QualityManagement requires that all servers running Ciscosoftware are configured to use the sameNetwork Time Protocol (NTP) server asCisco UnifiedContact Manager. Windows Time Service is onemethod that can be used for this purpose.

The agent's timestamp for a call depends on where the call is recorded.

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SystemRequirements

n Desktop Recording—The call is recorded on the agent's desktop so the timestamp andtime zone for the call will be associated the agent's desktop.

n Voice Record server—The call is recorded on a Voice Record server so the timestampand time zone for the call will be associated with the Voice Record server. If the agent isin one time zone and the Voice Record server is in another timezone, the timestamp andtime zone for the call will be associated with the Voice Record server. If you havemul-tiple Voice Record servers and they are in different time zones, the timestamp and timezone used will be based on where each Voice Record server is located.

Operating EnvironmentThis section provides requirements for your operating environment.

Server Operating Systems

The supported operating systems for QualityManagement are the following.

n 64-bit WindowsServer 2012

n 64-bit WindowsServer 2008 R2

Note: SinceQualityManagement does not have direct version/update dependencies, itis permissible to apply updates to the server operating system as recommended byMicrosoft .

Server Hardware Requirements

The table below displays theminimumhardware requirements for all QualityManagementservers. The requirements are based on the server size.

When determining the size of a server, observe the following guidelines:

n The following servers require themedium server hardware requirements:

l CTI (subscription) server or backup CTI server

l Monitor server

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SystemRequirements

l Site Upload (site storage) server

l Reconciliation services

n To determine the server hardware requirements for the following servers, determine theserver size based on capacity and then use the following table to determine the require-ments for that server.

l For a base server configuration, see Single Base Server Configuration todetermine the server size

l For theMicrosoft SQL Server, seeMicrosoft SQL Server Requirements todetermine the server size

l For the Voice Record Server, see Voice Record Server Requirements andCapacity Guidelines to determine the server size

TheQualityManagement server scalability is dependent on the number of processing threads.

Note: The number of processor cores in your system can be determined by viewing thePerformance tab inWindows TaskManager—there is one CPU History Usage graphfor every processor core. Note that some types of processors are hyperthreaded,meaning that each physical core is presented as two processor cores. This results intwice the number of processor cores displayed inWindows TaskManager.

Specifications

Ultra

Server

Large

Server

Medium

Server

Small

Server

ProcessorCores

24 8 4 2

ProcessorCores(VMware)

24 8 4 2

MinimumPro-cessorSpeed

2GHz

2GHz

2GHz

2GHz

Server requirements

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SystemRequirements

Specifications

Ultra

Server

Large

Server

Medium

Server

Small

Server

Memory(GB)

16 8 4 4

Minimuminput/outputoperationsper second(IOPS)

429 143 143 143

SystemStor-age (GB) forOperatingSystem andQualityMan-agement

40 40 40 40

Theminimumprocessor recommendations for Intel are Xeon Processor E3 or higher runningabove 2GHz or Xeon Processor 5502 on up. Youmust enable hyper threading for Intelprocessors.

Theminimumprocessor recommendation for AMD isOpteron Processor 3000 or higher.

Voice Record Server Capacity Guidelines

The system capacity for a Voice Record server is determined by your hardware, as well as thenumber of users.

The users are defined as follows:

n Concurrent users—The users who are logged in at any given time.

n Configured or named users—The users who are configured and licensed

Example: agents, supervisors, managers, evaluators, and archive users

Use the capacity guidelines in the following table to determine the temporary Voice RecordServer capacity requirements for a single server configuration.

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SystemRequirements

Recording

Format Specifications

Ultra

Server

Large

Server

Medium

Server

Small

Server

SPX AudioMedia File Storage(GB)

500 125 100 100

Concurrent Users 1000 300 125 50

16-bit WAV AudioMedia File Storage(GB)

6000 6000 3000 1200


8-bit WAV AudioMedia File Storage(GB)

2000 2000 2000 1000


All RecordingFormats

Minimum IOPS 429 143 143 143

Voice Record Server capacity guidelines

Capacity is also affected by the type of recording you choose to implement.

When determining audiomedia file storage, consider the following.

n Recording storage varies by use.

n The temporary recording location on a Voice Record Server (that is, the recordingsfolder) must be located on disk other than theOperating System disk where QualityMan-agement is installed. Write caching on the disk where recordings are storedmust beenabled.

EXAMPLE 1: If you are using the SPX recording format and you have 432 concurrentagents in a single server configuration, you need an ultra server. There is no resiliencywith a single ultra server. If you want resiliency, add another ultra server.

EXAMPLE 2: If you are using the SPX recording format and have 132 concurrentagents in a single server configuration, you can use one large server. There is noresiliencywith a single large server. If you want resiliency, add another large server.

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SystemRequirements

Single Base Server Configuration Capacity Guidelines

The following table displays the capacity guidelines for a single base server configurationwhereMediaSense Recording, Server Recording, or Network Recording are co-resident with(or hosted on the same server as) the QualityManagement Base Services.

Server Type

Ultra

Server

Large

Server

Medium

Server

Small

Server

Maximumnumber of named users for voice and screenrecording

5000 2000 1000 500

Maximumnumber of registered devices in a subscriptionservice

Note: You can double the number of registereddevices if the subscription service is installed on aseparate dedicated server.

5000 2500 1250 600

Maximumnumber of concurrent agents for MediaSenseRecording, Server Recording, Network Recording, or Gate-wayRecording (always voice, no screen option)

500 150 60 25

When determining your base server requirements, remember the following points:

n Themost desirable configuration uses a large, medium, or small server. Use an ultraserver only when the number of named users exceed 2000 and you cannot usemultiplesmaller servers.

n The capacity guidelines shown above assume all services required for a single serverconfiguration are installed on the base server, including Base Services, DatabaseServices, the signaling service, and Site Upload Server. You can choose to off-load theDatabase Services, signaling service, and Site Upload Server to other servers toimprove capacity for a specific service.

Example: Install the signaling service or the Site Upload Server on anotherserver.

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SystemRequirements

n An ultra server requires VMware ESXi 5.1 or higher if you are going to use it as a vir-tualized server.

n If you install the CTI service and theMediaSense Subscription service on the sameserver you have to either double your concurrent user number or halve your capacity.

To determine the capacity requirements for your base server:

1. Compare your number of named users to the table above to determine the server size.

Example: If your site requires between 1001 and 2000 named users on yourbase server, you need a large server.

2. Compare your number of concurrent users to the server size determined by yournumber of named users.

Example: If the number of concurrent users is less than or equal to 500, thesignaling service can remain on the large server. If the number concurrent usersexceeds themaximumallowed for the server, it is recommended that youmovethe signaling service to another server. Note that if youmove the signalingservice to another server, it can handle twice the number of concurrent users.So you couldmove the signaling service to amedium server without effectingthe number of concurrent users required for your configuration.

See Recording Storage Requirements for additional information on storage requirements andexternal database requirements.

Disk Storage Sizing Guidelines

To calculate the storage that a contact center will need, you need to collect the following data:

n Number of agents who will be recorded

n Average length of calls that are recorded

n Number of calls that are recorded per agent per day

n Number of work days per agent per month

n Number of months that recordingswill be kept

The number of minutes that will be recorded every day is the product of three numbers: thenumber of agents being recorded, the average call length, and the average number of calls thatare recorded for each agent per day.

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SystemRequirements

To estimate the amount of disk storage required for your system, use the following formulas:

Amount Formula

Daily recordedminutes Agents × Length × Calls = Recorded

Total recordedminutes to store Recorded × Days × Months = Stored

Voice recordingstorage (MB)

SPX Stored × 0.12MB/minute = Voice

8-bit WAV Stored × 0.48MB/Minute = Voice

16-bit WAV Stored × 1.44MB/Minute = Voice

Screen recording storage (MB)

Note: The storage requirements forscreen recordings depend on threefactors: screen activity, monitorresolution, and the number of monitorsbeing recorded. The value shown here isbased on low tomoderate screenactivity, 768 x 1024 resolution, and asinglemonitor. This ratemay increase by200-400%when recording dynamic,graphical, or media-intensiveapplications.

Stored × 1.20MB/minute = Screen

Keep inmind that the criteria that determine which contacts are recorded and how longrecordings are kept depends on the purpose of the recording. If you are recording forcompliance purposes, only the audio portion of a contact is recorded, and the recordingmightbe retained for as long as 7 years. If you are recording for qualitymanagement purposes,contact centers can choose to record either audio only or both audio and video. In either case,only some of the contacts will be recorded, and recordingswill be kept for much shorter periodsof time, such as 30 or 60 days. The retention time for recordings is set withing theQuality andArchive workflows.

Voice and screen recordings can occupy a great deal of hard disk drive space on the serverthat hosts the recording file storage location.

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SystemRequirements

To protect the recording file storage location from running out of the free space required fornormal operations and to prevent crashes, QualityManagement:

n Sendswarning alerts throughMANA when free disk space falls below 10GB.

n Halts recording when the available hard drive disk space fall below 2GB. The audiorecordings remain on the recording service and the screen recordings remain on the cli-ent PC until you free up disk space on the storage location.

All recording client (endpoint and server) provide a report when disk threshold is belowminimumand causes recording to stop. The Record Server will additionally provide full diskspace information and recording capacity in the response to theMANA status request.

Determining Hard Disk Space Requirements

All recordings are converted from raw files to SPX when the call ends and then stored in theRecordings folder. They are then uploaded to the recording storage location at End of Day(EOD).

You need to determine your hard disk space requirements for the Voice Record server. Theformula used to determine hard disk space requirements, in GB, for a single serverconfiguration is as follows:

A + B + (C × D)

where:

A = Service installations and logs (The value is 40GB.)

B = Database (The value is 100GB and includes both database and transaction logs.)

C = GB

n For SPX—the value is .5 GB for voice recording only or 1 GB for voice and screenrecording

n For 8-bit WAV—the value is 2 GB for voice recording only or 2.5 GB for voice and screenrecording

n For 16-bit WAV—the value is 6 GB for voice recording only or 6.5 GB for voice andscreen recording

D = Number of agents

Note: ValuesC and D are only required if you are using an on-board Voice Recordserver.

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SystemRequirements

Example: 40 + 100 + (0.5 × 100) = 190 GB

The formula used to determine hard disk space requirements for each off-board Voice Recordserver configuration is as follows:

A + (C × D)

Example: 40 + (0.5 × 300) = 190 GB

Recording Storage Requirements

The recording storage requirements are as follows:

n Voice recording only:

l SPX—.5GB/recorded user

l 8-bit WAV—2GB/recorded user

l 16-bit WAV—6GB/recorded user

n Voice and screen recording:

l SPX—1GB/recorded user

l 8-bit WAV—2.5GB/recorded user

l 16-bit WAV—6.5GB/recorded user

The recording storage requirements specify the amount of disk space required per recordeduser for caching the recordings prior to their eventual upload to the QualityManagementserver. The recordings are stored on the same server where the services are installed.

NOTE: The recordingsmust be stored on a local drive. You can only specify a networkdrive if your are using a virtual machine.

Storage Calculator

TheQualityManagement Storage Calculator Storage Server Sizing Spreadsheet provides astorage calculator you can use to determine your storage requirements. This spreadsheet isavailable on the Calabrio Portal at:

http://portal.calabrio.com

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SystemRequirements

Bandwidth Usage

Cisco supports 30 KB per second bandwidth for screen recording and playback.

The following table displays the transfer bitrate by recording format.

RecordingFormat

SPX 8-bit WAV 16-bit WAV

Format 8000 Hz variable bit pulse-codemodulation (PCM)

8000 Hz 8-bitPCM

8000 Hz 16-bitPCM

TransferBitrate

64 kbits/s 128 kbits/s

KB/Minute 469 KB 938 KB

File TransferType

WAV-16 WAV-8 WAV-16

For additional information on bandwidth usage, see "IP Call Bandwidth Usage" in theCiscoUnified Contact Center Express Solution Reference Network Design on the Cisco website(www.cisco.com).

Microsoft SQL Server Requirements

QualityManagement requires one of the followingMicrosoft SQL Servers installed on the baseserver or an offboard server.

n Microsoft SQL Server 2012 (Enterprise, Standard, or Express)

Note: The Express option is for smaller customer sites that expect to stay withinthe 500,00. SeeMicrosoft SQL Server 2008 Express Edition Considerations formore information on requirements.

n Microsoft SQL Server 2008 R2 (Enterprise, Standard, or Express)

Note: SinceQualityManagement does not have direct version/update dependencies, itis permissible to apply updates to the SQL Server as recommended byMicrosoft .

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SystemRequirements

Contact Metadata and the Microsoft SQL Server

The contact metadata for QualityManagement is stored in theMicrosoft SQL database on theMicrosoft SQL Server.

Contact metadata remains in theMicrosoft SQL database for the longest of the configuredretention periods for themedia files or 13months if the retention period for themedia files isless than 13months.

The formula used to estimate themaximumnumber of contacts stored in the database is asfollows:

A × B × C × D = E

where:

A = Number of agents

B = Average number of recorded contacts per day per agent

C = Number of days per month the contact center handles calls

D = Configured retention time inmonths

E = Total saved contacts in the database

Example: 300 × 25 × 22 × 13 = 2.1 million recorded calls

This example requires an off-boardMicrosoft SQL Server with aminimumof 4 CPU cores, 6GB RAM, andMicrosoft SQL Server with 64-bit to meet Microsoft SQL Server memoryrequirements.

To ensure satisfactory response rates from theMicrosoft SQL database the resources listed inthe following tablemust be available and configured for use byMicrosoft SQL on its hostingserver. For deployments whereMicrosoft SQL is coresident with the Base services, you candedicate amaximumof 1 CPU Core and 2GB RAM toMicrosoft SQL from the serverresources as listed in Voice Record Server Requirements and Capacity Guidelines for physicalserver hardware requirements.

Example: Microsoft SQL is coresident with the Base services in a single serverarchitecture or Cisco Unified Computing System (UCS) environment.

The following table uses a core with two processing threads. Intel CPU cores support twoprocessing threads per core and AMD processors perform best with a single processing thread

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SystemRequirements

per core. TheQualityManagement server scalability is dependent on the number orprocessing threads, so the number of recommended cores for AMD are doubled whencompared to Intel. Operating System and Hardware Requirements for a Server provides abreakdown of processors, cores, and threads.

Specifications Ultra Large Medium Small

Total SavedContacts

12+million

4-12million

500K-4million

< 500K

Microsoft SQLServer Edition

Enterprise orStandard

Enterprise orStandard

Standard Express

Width 64 bit 64 bit 64 bit 64 bit

DedicatedMemoryfor Microsoft SQLServer

12GB RAM1 8GB RAM 6GB RAM 2GB RAM

Requires anOff-boardMicrosoftSQL Server

Yes Yes Yes No

Microsoft SQL Server requirements

Note: Microsoft SQL Server caches pages so as the available RAM increases, thefrequency required byMicrosoft SQL Server to access the disk decreases andperformance will improve. For large deployments, it is recommended that youmonitorusage and performance along with the PerformanceMonitor (PerfMon) to appropriatelysize your Microsoft SQL server over time.

ApplyMicrosoft SQL Server updates as recommended byMicrosoft. QualityManagementdoes not haveMicrosoft dependencies.

Determining Required RAM

If your saved contacts exceed 12million, use the following formula to determine the requiredRAM:

1SeeDetermining Required RAM if the number of saved contacts exceed 12 million.

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SystemRequirements

A ÷ 2 = B

where:

A = Number of Million Contacts Saved

B = Number of GigabytesRAM

Example: 110 ÷ 2 = 55 GB RAM

This example assumes you have 110million Contacts Saved and requires an off-boardMicrosoft SQL Server with aminimumof 16 CPU cores andMicrosoft SQL Server with 64-bitto meet Microsoft SQL Server memory requirements.

Quality Management in a Cisco UCS Environment

QualityManagement is certified to run on anyCisco Unified Computing System (UCS) serverwith resources available to support the OVA/OVF template.

The virtual server requirements for deployments on UCS servers are specified on the Ciscowiki page "Virtualization for Cisco UnifiedWork ForceOptimization Suite for Cisco UnifiedContact Center Express" located at this URL:

http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Unified_Work_Force_Optimization_Suite_for_Cisco_Unified_Contact_Center_Express

Virtual Server Environment

A virtual server environment requires hardware resources equivalent to those required for aphysical server (see Server Hardware Requirements).

QualityManagement supports VMware ESXi versions 4.0, 4.1, 5.0, and 5.1.

Important: VMware Snapshots is only supported for QualityManagement when callsare not being recorded. A snapshot impacts server resources that are critical to QualityManagement. Recording failures will occur if snapshots are taken while QualityManagement is recording calls.Before you take a snapshot, verify that there is nocurrent recording activity and stop the services for QualityManagement or pause or shutdown the server. You can use the RecordingMonitoring application to verify that thereare no calls currently being recorded. After you take a snapshot youmust restart Quality

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SystemRequirements

Management services. You can restart services for QualityManagement by restartingthe appropriate signaling service or running a service restart script.

It is recommended that you use the following settings to reduce the possibility of performanceissueswhen runningQualityManagement on virtual machines:

n Shares—Guarantee that VMs are given a percentage of an available resource (CPU,RAM, Storage I/O, Network)

n Limits—Guarantees that a VM does not consumemore than a specified resource limit

n Resource Reservation—Provides an allocated resource for a VM on startup.

If you are using VM in a VMware environment, install the QualityManagement application in itsown computing environment that is not shared with multiple hosts.

Desktop Requirements

The desktop requirements are provided in theDesktop RequirementsGuide.

Firewall RequirementsThe firewall requirements are provided in the Firewall Configuration Guide.

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Planning AheadQualityManagement workswith a variety of operating systems, software, and Automatic CallDistributors (ACD). Deployment planning is required to ensure that the installation goessmoothly.

Use the information provided here to prepare for QualityManagement deployment andinstallation activities.

Pre-Installation ChecklistsUse the pre-installation checklists to gather configuration information and prepare the serversbefore you install QualityManagement. The pre-installation checklists are as follows:

n Preparing a Site for Installing

n Cisco Unified CM Configuration Checklist

n Cisco Unified CCX Configuration Checklist

Preparing a Site for Installing Quality Management Checklist

Use the following checklist to prepare the customer’s site for installing QualityManagement.

Steps Task Notes Done?

Step1

Complete theQMExpressSite Con-figurationworksheet.

This worksheet allows you to determ-ine storage requirements for theprimary recording storage location andthe Voice Record server temporarystorage location (optional).

This worksheet is available throughthe Cisco Implementation ServicesHelp Desk or portal.calabrio.com.

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Planning Ahead


Step2

Validate theQualityMan-agementserver hard-ware require-ments.

Verify the hardware requirements forthe following servers:

n Base server capacity

n Voice Record server capacity

n Monitor server capacity

SeeOperating Environment for moreinformation on hardwarerequirements.

Step3

Order theserver hard-ware.

Step4

Order theQualityMan-agement soft-ware andlicense.

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Planning Ahead


Step5

Install theMicrosoft Win-dowsServeroperating sys-tem on theQualityMan-agementserver.

For Microsoft WindowsServer 2008and 2012:

n Update to the latest servicepack (SP)

n Verify IIS or Web Services arenot enabled (using port 80 or443)

n Install Desktop Experience—seehttp://technet.microsoft.com/en-us/library/cc754314.aspx forinstructions on enablingDesktop Experience.

n Install the Telnet client—Optional component fortroubleshooting.

SeeMicrosoft WindowsServers formore information onMicrosoftWindowsServer 2008 or 2012.

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Planning Ahead


Step6

Create theuseraccounts.

You will need the following useraccounts:

n Local administrator account forinstallation on the server.

n User account to connect to theexternal storage location—optional. This is only requiredfor Site servers. Therequirements for this accountare as follows:

l Local administrator

l Set permission to runservices

Step7

Install theMicrosoftSQL Server.

When installing theMicrosoft SQLServer:

n Verify Collation is SQL_Latin1_General_CP1_CI_AS

n VerifyMixedModeAuthentication

n Create a DBCreator user

SeeMicrosoft SQL Server forinformation on settings.

Step8

Verify allrequired portsare open tothe servers.

See the Firewall Configuration Guidefor more information.

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Planning Ahead


Step9

Verify theQualityMan-agement soft-ware andlicense filesare copied tothe QualityManagementbase server.

Step10

Download thelatest QualityManagementServiceRelease (SR)and the latestEngineeringSpecial (ES)from theCisco web-site.

Step12

Load theQual-ityMan-agementLicense onthe Cisco Uni-fied CCXserver.

Step13

Review theReleaseNotes.

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Planning Ahead

Cisco Unified CM Configuration Checklist

Use the following checklist to configure Cisco Unified CM.


Step1

Associate phoneswith the JTAPI user.

See JTAPI User for more information.

Step2

Configure NetworkRecording (optional).

See the Cisco documentation for details.

n Create a recording profile for each VoiceRecord server

n Create a SIP trunk for each CTI server

n Create a route pattern for each Voice Recordserver

n Set the recording profile on the DN tomatchthe associated Voice Record server

n Configure DN for amonitoring calling searchspace

n Confirm the DN’smonitoring calling searchspace includes a route pattern

See Configuring Cisco Unified CMAdministrationfor Network Recording for more information on Net-work Recording.

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Planning Ahead


Step3

Verify the phone con-figuration para-meters.

Verify the following parameters for phone con-figuration are enabled:

n PC Port

n PC Voice VLAN Access

n Span to PC Port—Desktop Recording only

These phone device parameters are enabled bydefault. You only need to re-enable the parametersif they are disabled.

Note: Not all devices or Unified CM versionsuse all these settings. Configure those thatdo appear for your device and Unified CMversion.

See Cisco Unified CM for more information.

Step4

Complete the VoIPDevice Table tab inthe QMAgent List.

This worksheet is only required for CiscoMedi-aSense Recording, Network Recording, or ServerRecording.

This worksheet is available through the CiscoImplementation ServicesHelp Desk orportal.calabrio.com.

Cisco Unified CCX Configuration Checklist

Use the following checklist to configure Cisco Unified CCX.

Task Notes Done?

Set the password for the uccxworkforce user.

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Planning Ahead

Deployment ChecklistsUse the deployment checklists when installing QualityManagement and running the SystemConfiguration Setup tool. The deployment checklists are as follows:

n Single Server Installation Checklist

n Configuration Checklist

n Application Installation Checklist

n Optional FeaturesConfiguration Checklist

n Testing Checklist

Single Server Installation Checklist

Use the following checklist when installing QualityManagement components on a singleserver.


Step1

Install the requiredcomponents on the Baseserver.

Install the requiredcomponents on the Baseserver.

See Install Services on aSingle Server for moreinformation.

Step2

Install the latest SR or ES, ifavailable.

See Installing a ServiceRelease or Patch for moreinformation on installing an SRor ES.

Step3

Complete SystemSetupConfiguration (PostInstall)

Use the information entered inthe Use the informationentered in the QMExpress SiteConfiguration worksheet.

See Run SystemConfigurationSetup for more information.

33

Planning Ahead


Step4

Update the digital cer-tificate.

SeeManaging Certificates.

Step5

Install any additional serv-ers (optional).

This could include one or moreof the following servers:

n Backup CTI server

n Additional Cisco UnifiedCMCluster CTI server

n Voice Record server

n Monitor server

n Monitor server andVoice Record server

Step6

Verify the Screen PlaybackGateway (PROXY ProGateway) configuration onthe Site Upload server.

Quality Management Administrator Configuration Checklist

Use the following checklist to configure QualityManagement fromQualityManagementAdministrator. See theAdministrator User Guide for more information.


Step1

Configure users. n Link ACD accounts (ADAuthentication) or configureACD accounts (QMAuthentication)

n Create QualityManagementusers

n Assign roles

n License users

34

Planning Ahead


Step2

Configure groups. n Create groups

n Assign teams

n Assignmanagers

Step3

Configure evaluation formwork-sheets.

This is required for QMand AQMlicenses only.

Step4

Complete the BusinessUsersWork-sheet for each workflow.

This worksheet is available throughthe Cisco Implementation ServicesHelp Desk or portal.calabrio.com.

Step5

Configure evaluation forms. This is required for QMand AQMlicenses only.

Step6

Configure workflows.

Step7

Configure VoIP devices (CiscoMediaSense Recording, ServerRecording and Network Recordingonly).

n Enable devices for recording

n Set recording type

n Assign agents to devices orconfigure devices for HotDesking

n Assign a Voice Record server

n Assign aMonitor server(Server Recording only)

Step8

Configure export settings.

Client Desktop Application Installation Checklist

Use the following checklist when installing QualityManagement client desktop applications.

35


Planning Ahead


Step1

Install the Recording Thin Client onCitrix servers.

Required only for a Citrix envir-onment.

See Installing Server Applicationsfor more information on installingthe Recording Thin Client.

Step2

Install the QualityManagementAdministrator on select workstations.

See theDesktop RequirementsGuide for more information.

Step3

Install the Desktop Recording ser-vice on all PCs that require audiorecording or screen recording.

Step4

Install the latest SR or ES on the cli-ent desktop, if available.

See Installing a Service Release orPatch for more information.

Optional Features Configuration Checklist

Use the following checklist when configuring optional features for QualityManagement.


Step1

Configure the Inclu-sion List.

See “Inclusion List” in theAdministrator User Guide.

Step2

Configure custommetadata.

See “User-DefinedMetadata” in theAdministratorUser Guide.

Step3

Configure Silenceand TalkOverevents.

See “Call Events Administration” in theAdmin-istrator User Guide.

Step4

Configure theMANACDR

See “Monitoring and Notification” in theAdmin-istrator User Guide.

This option is not required for CiscoMediaSenseRecording.

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Planning Ahead


Step5

Configure Hot Desk-ing

For Network Recording, CiscoMediaSense Record-ing, or Server Recording:

n Create a default Hot Desking agent. See theAdministrator Guide for instructions.

n Install Recording Controls on the baseserver. See theAPI Programmer's Guide forinstructions.

Testing Checklist

Log in to UnifiedWorkforce Optimization and use the following checklist to verify QualityManagement is running correctly.


Step1

Play back an audio recording. See “Playing Recordings” intheApplication User Guide.

Step2

Play back a screen recording (AQM).

Step3

Play back a customer conversation.

Step4

Monitor an active call using the LiveMon-itoring application (Network Recordingonly).

See “LiveMonitoring” in theApplication User Guide.

Step5

Run a report. See “Reporting” in theApplic-ation User Guide.

Step6

Export a recording. See “Export SelectedContact” in theApplicationUser Guide.

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Before Installing QualityManagement

Before Installing Quality ManagementRead this section and ensure all prerequisites are complete before you install QualityManagement.

Microsoft Windows Servers

Microsoft Windows Server Guidelines

Follow these guidelineswhen installing aMicrosoft WindowsServer:

n The hostname for the server must not contain underscores if you are usingMicrosoftInternet Explorer to access the UnifiedWorkforce Optimization Container.

n Cisco only supports the US English locale on the server’s operating system.

n If a web service is installed on the server, make sure it does not use TCP ports 80, 443,and 7001. These ports are used by the Jetty service. See "QualityManagement JettyComponent" in the Firewall Configuration Guide for more information.

Windows Server 2008 or 2012

If you are installing QualityManagement onWindowsServer 2008 or 2012, youmust installDesktop Experience. Desktop Experience allows the end users to export screen recordings,WindowsAudio File Format (WAV), or MPEG-4 Video (MP4) from the UnifiedWorkforceOptimization interface. See theMicrosoft documentation for instructions on installing DesktopExperience at the following website: http://technet.microsoft.com/en-us/library/cc754314.aspx

Microsoft SQL ServerBefore you install the QualityManagement, youmust install one of the followingMicrosoft SQLeither co-resident with the base server or on an off-board server, and configure it for QualityManagement:

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n Microsoft SQL Server 2008 R2 (Enterprise, Standard, or Express)


All Versions of Microsoft SQL Server

The following topics describe how to configure all versions of Microsoft SQL Server for QualityManagement.

Installing Microsoft SQL Server

Youmust install Microsoft SQL Server co-resident on the base server or on an off-boardserver, and configure it for QualityManagement.

For detailed information about how to install Microsoft SQL Server, see theMicrosoft SQLServer installation documentation.When you install Microsoft SQL Server, youmust configurethe following items as follows:

n Select one of the following options for Instance Name:

l Default Instance

l Named Instance. If you choose this option, specify the named instance.

n Under Start Services at the End of Setup, highlight SQL Server and SQL Browser. Bydefault, the SQL Browser Service is set to be startedmanually, not automatically.

Note: If you are using an instance name and not the default instance, youmustset the SQL Browser Service to start automatically after you install Microsoft SQLServer.

n ChooseMixedMode authentication.

n For SQLCollations, select the following option:

Dictionary order, case-insensitive, for use with 1252 Character Set.

Note: This option is required to assign the Latin1_General_CP1_CI_AS propertyto Server Collation in the Server Properties window. Seehttp://msdn.microsoft.com/en-us/library/ms180175.aspx for more information.

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http://msdn.microsoft.com/en-us/library/ms180175.aspx


Microsoft SQL Roles

Create several user logins for theMicrosoft SQL Server.

Example: You can configure one user login responsible for installation and upgradesand another user login responsible for day-to-day database activities.

For information on creating user logins for Microsoft SQL Server, see theMicrosoftdocumentation.

The user must be configured in SQL Server Management Studio as follows:

n Choose SQL Server Authentication as the authenticationmode.

n When entering the password, clear the Enforce Password Policy check box and chooseEnglish as the default language.

Note: TheQualityManagement database uses the English date format. If youassign a language other than English to the SQL Server user the languagemightuse a different date format, causing Screen Recording DB errors and Syncerrors. TheMicrosoft SQL Server user must use English as the default language.

n Choose the server roles for the user.

l For new installations and upgrades, choose the dbcreator check box from the listof server roles. This user is the db_owner of the SQMDB database.

l For day-to-day database activities, choose the following check boxes from the listof server roles: db_datareader, db_datawriter, and db_owner.

Note: If you are upgrading fromMicrosoft SQL Server 2000 toMicrosoftSQL Server 2008 on an existing QualityManagement system, also selectthe db_datareader and db_datawriter server roles.

Microsoft SQL Server Maintenance Plan

TheMicrosoft SQL Server requires regular maintenance to ensure peak performance. Youcan automate themaintenance task and schedule it for once a week.

The common database tasks include:

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n CheckData Integrity—checks the structural integrity of the data. It verifies the databaseis not corrupt.

n Reorganize Indexes—moves index pages into amore efficient search order.

n Rebuild Indexes—recreates the indexeswith a new fill factor which determines theamount of empty space left in the indexes for future rows.

n Update Statistics—performs sampling of the data in the database to optimize tables andindexes so they can be usedmore efficiently, increasing performance for the distributionof data in the tables.

Important: Do not select the Shrink Database check boxwhen creating amaintenance plan as it might degrade performance in the SQMDB database untilit “reaches equilibrium” where DB Cleaner is removing the same number ofrecords as are being added in a normal day. This does not occur until the systemhas been running for at least the longest retention time (or 13months, whichevercomes last). Until this point, the databasemust be allowed to grow.

You can add backups to this schedule if it’s appropriate to your business needs. If you havespecific requirements for backup, you should probably set up a different maintenance plan thatruns on a different schedule.

Example: Running backups three times a week.

See theMicrosoft SQL Server documentation for instructions on creating amaintenance plan.

Microsoft SQL Server Standard and Express Editions

The following topics describe how to complete the configuration of Microsoft SQL Server 2008or Microsoft SQL Server 2012 for QualityManagement.

SQL Server Browser

The SQLServer Browser, a component in Microsoft SQL Server 2008 andMicrosoftSQL Server 2012, allows a client to search for named instances. By default, the service statusfor this component is Stopped and the service startup type isManual. The required servicestatus for the SQL Server Browser is as follows:

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n If you are using a default instance, no changes are required for the SQL Server Browserservice.

n If you are using a named instance, you need to start the SQL Server Browser service intheWindowsServices utility by changing the properties for the service fromManual toAutomatic.

Note: If the database uses a named instance, sqlbrowser.exe needs to berunning and added to the exception list in the firewall. If you are using the defaultinstance (that is, the Instance Name field in QMDatabases is empty), you do notneed to add sqlbrowser.exe to the firewall exception list. See Adding FirewallExclusions by Program for more information.

Express Edition Considerations

If you want to use the Express Edition of Microsoft SQL Server 2008 or Microsoft SQL Server2012, consider the following Express Edition limitations:

n Supports only 1 CPU (dual/quad cores count as 1).

n Limited to 1 GB RAM. This affects large databases.

Example: The size limitation can affect paging in large databases.

n SQLProfiler is not included in the Express Edition. Cisco’s ability to troubleshootperformance issueswill be limited.

Windows SNMP ServiceThe SimpleManagement Network Protocol (SNMP) Service addsmonitoring capabilities andexposes key information to other computers on your network.

QualityManagement uses SNMP to send error messages to specified IP addresses. (You canspecify the IP addresseswhen you run the SystemConfiguration Setup tool.) Install SNMP onthe base server running either WindowsServer 2008,WindowsServer 2012, or VMware ESXServer.

For more information on installing and configuring this tool, see theMicrosoft SNMPdocumentation.

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SNMP Requirements

n The logged in user must have Administrator privilege or be part of the Administratorsgroup

n Ensure network policies do not prevent installing newWindows services

Active DirectoryUse Active Directory with QualityManagement to:

n Allow users to use their existingWindows user name and password to accessQualityManagement. Using theWindows user name and password eliminates the problem ofremembering andmaintaining a separate user name and password.

n Enforce password security policies, in a single instance across one or more domains.

Example: Security policies like complexity level or duration.

If your system uses Active Directory, the SystemConfiguration Setup tool prompts you toprovide domain information for Active Directory.

When a user logs into UnifiedWorkforce Optimization, QualityManagement collects the user’susername and password. If you configure QualityManagement for Active Directory, it sendsthe login information to the domain’s Active Directory server for authentication.When theQualityManagement server receives the authentication results, it accepts or rejects the user’saccess based on the authentication results.

Active Directory Information

Before you install QualityManagement, you need the following domain information for ActiveDirectory.

n Base DN

n Domain name—you can locate the Active Directory Domain Name on themachinerunning Active Directory by right-clicking Active Directory Users and Computers inAdministrative Tools, right-clicking the domain folder, and then choosing Properties.

n Active Directory host name or IP address

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n Port

n Active Directory display name, password, and user search base

n Admin group—a list of Active Directory users who will be allowed to log into QualityManagement Administrator and UnifiedWorkforce Optimization as an administrator.

n User records—for recorded users (agents) and users who will log into QualityManagement Administrator and UnifiedWorkforce Optimization as an administrator.

Active Directory Configuration Guidelines

If you are using Active Directory with QualityManagement, observe the following guidelines.

n TheQualityManagement server must be on the same domain as the end users who login toWorkforce Optimization.

n Theremust be at least one configured domain.

n Each domainmust have at least one configured user path.

n If you are using Citrix, set up a recording security group within your Active Directory. Arecording security group reduces the number of connections to the server.

n TheQualityManagement server must be able to access the Active Directory server foruser authentication using the port number specified in the Domain Information dialogbox in the SystemConfiguration Setup tool. See “Active Directory” in theAdministratorUser Guide for more information.

External Storage UserIf you are going to use external storage for voice and screen recordings, youmust create ausername and password for the external storage user on the external storage server. You willneed the username and password when you configure the recording file storage location in theSystemConfiguration Setup tool.

The following services require the external storage user to access the external storagelocation:

n Jetty service

n Screen PlaybackGateway (PROXY Pro Gateway) service

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The external storage user must have admin rights to the local system and read/write access tothe external storage location. The user also needs a right called LogOn AsService that allowsa service to run as that user. Usually this right has to be added and is not part of the defaultrights for admin users.

You can assign these rights to the external storage user before you install QualityManagement. Go to http://technet.microsoft.com/en-us/library/cc739424%28v=ws.10%29.aspx for specific instructions.

If QualityManagement is already installed, you can assign these rights to the external storageuser by following the instructions above or bymanually configuring the service to log in as theexternal storage user described in External Storage and Services.

Cisco Unified CMInstall Cisco Unified CMper the Cisco documentation.

Follow these guidelineswhen installing Cisco Unified CM:

n Create a user in Cisco Unified CMand assign the Administrative XML Layer (AXL) Usergroup to the user. TheQualityManagement administrator uses this user when:

l Configuring the SOAP AXL Access and subscriber information in the CiscoUnified CMwindow

l Loading the JTAPI jar during SystemConfiguration Setup (PostInstall.exe)

l Finding devices on the VoIP Deviceswindow in QualityManagementAdministrator

Configuring Cisco Unified CM Administration for Network Recording

The following instructions explain how to configure Cisco Unified CMAdministrator forNetwork Recording.

45

http://technet.microsoft.com/en-us/library/cc739424(v=ws.10).aspx

http://technet.microsoft.com/en-us/library/cc739424(v=ws.10).aspx


Steps Configuration Steps Related Procedures and Topics

Step 1 Enable IP phone BIB(Built-in Bridge) to allowmonitoring and recording.

See “Cisco Unified IP Phone Setup” in theCiscoUnified CommunicationsManager AdministrationGuide.

Note: BIB is required to use the silentmonitoring and whisper features in theLiveMonitoring application.

Step 2 Add a user for themon-itoring and recordingapplication.

See “Application User Setup” in theCisco UnifiedCommunicationsManager Administration Guide.

Step 3 Add the user to a accesscontrol group that allowsmonitoring and recording.

See “Application User Setup” and “AccessControl Group Setup” in theCisco UnifiedCommunicationsManager Administration Guide.

Step 4 Optional:Configure tonesfor monitoring and record-ing.

You can enable a tone to alert parties on the callthat they are beingmonitored or recorded.

See “Service Parameter Setup” in theCiscoUnified CommunicationsManager AdministrationGuide.

Step 5 Configure DN for amon-itoring calling searchspace.

See “Directory Number Setup” in theCiscoUnified CommunicationsManager AdministrationGuide.

Step 6 Enable recording for a lineappearance.

See “Directory Number Setup” in theCiscoUnified CommunicationsManager AdministrationGuide.

Step 7 Create a recording profile. See “Recording Profile Setup” in theCiscoUnified CommunicationsManager AdministrationGuide.

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Steps Configuration Steps Related Procedures and Topics

Step 8 Optional:Create a SIP pro-file for Recording CTI ser-vice.

See “SIP Profile Setup” in theCisco Unified Com-municationsManager Administration Guide.

step 9 Disable the Timer KeepAlive Expires setting.

See “SIP Profile Setup” in theCisco Unified Com-municationsManager Administration Guide.

Step 10 Create a SIP trunk thatpoints to the RecordingCTI service.

See “Trunk Setup” in theCisco UnifiedCommunicationsManager Administration Guide.

Step 11 Create a route pattern forthe Recording CTI service.

See “Route Pattern Setup” in theCisco UnifiedCommunicationsManager Administration Guide.

Step 12 Configure the recorder forredundancy.

See “Trunk Setup” in theCisco UnifiedCommunicationsManager Administration Guide.

JTAPI User

QualityManagement requires that you configure a JTAPI user for Unified CM. This JTAPI userwill be used by the Recording CTI service and CUBE SIP CTI service to log in to Unified CM.The JTAPI username and password will be required when you configure QualityManagementfor Unified CM.

Note: If you are configuring QualityManagement for GatewayRecording or CiscoMediaSense Recording, you only need a JTAPI user if you intend to record screen.

To add a JTAPI user for Unified CM, see the “Adding a New User” section in theCisco UnifiedJTAPI DevelopersGuide for Cisco Unified CommunicationsManager. This document isavailable on the Cisco website (www.cisco.com).

When you configure the JTAPI user, consider the following guidelines:

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http://www.cisco.com/


n QualityManagement can share the same JTAPI user with other applications.

Example: Unified CCX andCisco Agent Desktop can share the sameJTAPI user.

n Assign all devices that you want to record to the JTAPI user.

n Assign the Standard CTI Enabled group to the JTAPI user. You also need to assign theStandard CTI Allow Call Monitoring group to the JTAPI user. LiveMonitoring requiresthe permissions provided by this group.

Fully Qualified Domain NameQualityManagement supports Fully Qualified Domain Names (FQDN) or hostnames and IPaddresseswhen configuring the system.

If you choose to use FQDN, observe the following guidelines:

n The hostnames specified for QualityManagement must be resolvable by the clients thatneed to connect to it.

Note: The clients do not need to be part of the domain.

n The client desktopmust be able to connect to the server using the hostname.

n If the client is using desktop recording, the client must be able to connect to the followinghosts:

l Base server (Jetty service)

l Database server (Upload Controller service)

l Voice Record servers

l Site Upload server (Upload Controller service, Jetty service, andMedia webapp)

n The administrator needs to connect to the base server (Jetty service).

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Supporting Asian Languages or Unicode FontIf you have user-entered data in Asian characters or Unicode font (for example, a team name,an agent name, or a question), youmust install the supplemental language support for EastAsian languages or a Unicode font. If you do not install supplemental language support or aUnicode font, the characters do not appear in the Quality Reports when you generate a PDFform. The following languages require supplemental language support.

n Chinese (China)

n Chinese (Taiwan)

n Japanese

n Korean

n Russian

Installing Supplemental Language or Unicode Font Support

1. From the base server, choose one of the following options: .

l WindowsServer 2008:

a. Choose Start > Settings > Control Panel.

b. Double-click Regional and Language. The Regional and Language win-dow appears.

c. Click the Keyboards and Languages tab.

d. Click the Install/Uninstall Languages button.

e. Select the Install Display Languages and browse to the language pack,and then follow the prompts to install the fonts.

l For WindowsServer 2012:

a. Choose Desktop > Control Panel > Clock, Language, and Regions >Language. The Language window appears.

b. Click Add a Language, select a language, and then click Add.

2. Restart the base server. The server might automatically restart after you install thefonts.

3. OpenWindowsExplorer and go to C:\Windows\Fonts. The Fonts window appears.

49


4. Select and copy the font you just added.

l batang.tcc (Russian and Korean)

l mingliu.tcc (Chinese and Japanese)

l A Unicode supported font (for example, Calibri)

5. Go to the C:\ProgramFiles\Cisco\WFO_QM\Java\lib\fonts folder and choose Edit >Paste.

6. Restart theMonitoring and Recording Jetty service.

Supporting Asian Languages or the Unicode Font in PDF Reports

If you are using a non-Asian locale or a Unicode font, but want to include Asian characters or aUnicode font in your PDF reports, youmust perform the following steps.

Note: TheHTML and CVS reports automatically display Asian characters and Unicodefonts.

1. On the base server, go to the ...\ProgramFiles\Cisco\WFO_QM\Jetty\calabrio-solutions\reports folder and open the properties file associated with your locale.

Example: OpenQMReport_fr.properties if your locale is French.

2. Find encoding= and change it to encoding=UTF-8.

3. Find font=Arial and change Arial to one of the following fonts:




4. OpenWindowsExplorer and go to C:\Windows\Fonts.

The Fonts window appears.

5. Select and copy the font you just added.




50


6. Go to the C:\ProgramFiles\Cisco\WFO_QM\Java\lib\fonts folder and choose Edit >Paste.

7. Save and exit the properties file.

8. Restart the Jetty service.

51

Upgrading from Previous VersionsQualityManagement supports direct upgrades from the following versions:

l QualityManagement 10.0

l QualityManagement 9.0

l QualityManagement 8.5(2)

Upgrades from all other versions are indirect as per the upgrade paths shown in the followingtable.

From version Instructions

10.0, 9.0, 8.5(2) Uninstall the existing QualityManagement from the baseserver, then install QualityManagement 10.5.

Upgrade client desktop applications over-the-top.

8.5(1) Upgrade to version 8.5(2). Follow the upgrade instructions intheCisco UnifiedWorkforce Optimization QualityMan-agement Installation Guide for version 8.5(2).

Upgrade path

Before you upgrade, consult theRelease Notes for Cisco UnifiedWorkforce OptimizationQualityManagement for any last minute changes to the upgrade procedure.

To upgrade from a previous version, choose one of the options in the following table, and thencomplete the upgrade in the following order:

1. Complete the steps in Upgrading.

Important: The system you are upgrading tomust be running a 64-bit WindowsServer. Upgrading from a 32-bit WindowsServer is not supported.

2. Upgrade the client desktop applications. See "Upgrading the Client DesktopApplications" in theClient Desktop Application Deployment Guide for more information.

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Upgrading fromPrevious Versions

Proxy HostWhen upgrading the Desktop Recording service or the Recording Thin Client software to thelatest version, the ProxyHost might bemissing. To restore the ProxyHost, locate the QualityManagement in Programs and Features, right-click the QualityManagement, choose Repair,and follow the prompts.

Extend Screen RecordingWhen upgrading from 9.0(1) or earlier, the Extend Screen Recording optionmoves fromDropped Event in Classifier Configuration window to theWorkflow Administrator window. Ifyou specifiedmultiple classifiers in a workflow, the default value (in seconds) for the ExtendScreen Recording option defaults to the highest specified value when you upgrade.

Agent Recording and Gateway RecordingWhen upgrading from 9.0(1) or earlier note that there has been some fundamental changes tohow recordings aremanaged.

Screen recording and workflow processing has been removed from the Voice Record serversto reduce load on the Voice Record servers. The Voice Record servers only handle voicerecording.

The workflow is now processed on the base server and screen recording is performed on theclient desktop (Endpoint). Moving the screen recording to the client desktop removes host togateway connection issues. All screen recordingswill be uploaded at EOD.

For Agent Recording:

n Theworkflow is used to determine which screen recordings are uploaded. This reducesnetwork usage by onlymoving the screen recording once for upload, not twice (streamand upload).

n TheRecording CTI service now sends screen recording start/stop signals to either theDesktop Record server or the Screen Record (Thin Client Recording) server.

n Cisco Unified CMSIP is now configured to be sent to the signaling service instead of theVoice Record servers.

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For GatewayRecording:

n The contact reconciliation and workflow are used to determine which screen recordingsare uploaded. This reduces network usage by onlymoving the screen recording once forupload, not twice (stream and upload).

For Agent Recording andGatewayRecording: a Voice Record server can only connect to onesite.

Cluster RecordingWhen upgrading from 9.0(1) or earlier, youmust associate each Voice Record server with aunique Recording Cluster.

Recordings FolderWhen upgrading from 9.0(1) or earlier, the recordings in the daily and staging folders underC:\ProgramFiles\QM\Recordings aremoved, renamed, and uploaded. The daily and stagingfolders are then removed. Future recordings are stored in the Recordings folder until they areuploaded.

Configured DevicesWhen upgrading from 9.0(1), any devices configured for CiscoMediaSense and/or CUBE inthe VoIP Deviceswindow are removed. The devices do not require additional configuration forCiscoMediaSense and CUBE.

VoIP Devices for Cisco MediaSense RecordingWhen upgrading from 9.0(1) SRx to the latest version, note that the devices assigned toMediaSense Recording were removed from the VoIP Devices table in QualityManagementAdministrator. The recordingmethod for Cisco MediaSense Recording changed fromAgentRecording to GatewayRecording. The old VoIP devices are not compatible with GatewayRecording.

54


Integration ConfigurationWhen upgrading from 9.0(1), note that the following buttons have beenmoved from theMonitoring and Notification window to the Enterprise Settingswindow in SystemConfigurationSetup (PostInstall.exe) and SystemConfiguration:

n SMTP Configuration

n SNMP Configuration

The CDR Configuration buttonmoved to UnifiedCMunder TelephonyGroups in SystemConfiguration Setup (PostInstall.exe) and SystemConfiguration.

If you configured a distribution list for an SMTP configuration in 9.0(1), youmust create a newdistribution list when you upgrade.

IBM Informix DriverWhen upgrading from 9.0(1) or earlier, note that the supported Informix Client SDK changed tothe IBM Informix Driver.

When upgrading from 9.1 SR2 or earlier, note that changed fromODBC Bridge to theIBM Informix Driver.

The IBM Informix Driver is installed when you install QualityManagement.

Integration ConfigurationWhen upgrading from 9.0(1), note that the following buttons have beenmoved from theMonitoring and Notification window to the Enterprise Settingswindow in SystemConfigurationSetup (PostInstall.exe) and SystemConfiguration:

n SMTP Configuration

n SNMP Configuration

The CDR Configuration buttonmoved to UnifiedCMunder TelephonyGroups in SystemConfiguration Setup (PostInstall.exe) and SystemConfiguration.

If you configured a distribution list for an SMTP configuration in 9.0(1), youmust create a newdistribution list when you upgrade.

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CDR ConfigurationWhen upgrading from 10.0(1), note that the CDR Configuration buttonmoved to UnifiedCMunder TelephonyGroups in SystemConfiguration Setup (PostInstall.exe) and SystemConfiguration.

Recording MethodsWhen upgrading from 10.0(1), the “Recording Types” section wasmoved to the“Capture/RecordingMethods (In-depth View)” section of theQualityManagement IntegrationGuide.

Deploying Client Desktop ApplicationsWhen upgrading from 10.0(1), the information for deploying client desktop applicationswasmoved to theClient Desktop Application Deployment Guide.

Citrix or Windows Terminal ServicesWhen upgrading from 10.0(1), the “Citrix or Windows Terminal Services” section wasmovedto the “Screen Recording for Citrix or Windows Terminal Services” section of theDesktopRequirementsGuide.

Playing a Voice RecordingWhen upgrading from 10.0(1) or earlier, note that the behavior for downloading and playing arecording in theMedia Player has changed.

For 10.0(1) and earlier, voice recordingswere downloaded, unencrypted, and uncompressedwhen you played the recording in theMedia Player. The voice recording was deleted when youchanged focus from theMedia Player to another application on UnifiedWorkforceOptimization.

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Starting with 10.5(1), voice recordings are downloaded, unencrypted, uncompressed, andstreamed to your web browser when you play the recording in theMedia Player. The voicerecording is deleted when you clear the cache in your web browser.

Best practices: UseHTTPS to connect to UnifiedWorkforce Optimization through aweb browser and configure the QM certificate. See Updating the Signed Certificate forinstructions on generating certificates so that you can use HTTPS.

InMicrosoft Internet Explorer, select the Delete Browsing History on Exit check box ontheGeneral tab in the Internet Options dialog box. This ensures the cache, including allvoice recordings, is cleared every time you exit Internet Explorer.

Resiliency OptionsWhen upgrading from 10.5(1), the “RedundancyOptions for QualityManagement” section wasto "ResiliencyOptions" andmoved to theCisco UnifiedWorkforce Optimization QualityManagement Integration Guide.

Point-based ScoringStarting with 10.x, point-based scoring is option when creating evaluation forms. Existingevaluation forms that use percentage-based scoring are still supported, and that type ofscoring remains an option when creating evaluation forms.

Customizing the Reports LogoStarting with 10.5(1)x, reports output in HTML, PDF, and XLS format contain a logo in theupper left corner next to the report title. By default, the logo is the Cisco logo.

You can customize the logo that appears in the Reporting application by replacing the defaultlogo with one of your own under the Enterprise Settingswindow in SystemConfigurationSetup (PostInstall.exe).

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User Account Control (UAC)Starting with 10.5(1) SR1, you are no longer required to disable UAC if you are usingMicrosoftSQL Server 2008 or Microsoft SQL Server 2012.

UpgradingUse the following task to upgrade from Quality Management 8.9 or 9.x(x) to 10.5.

1. On the SQL server, back up your QualityManagement database.

See Backing Up the Databases for instructions.

2. Remove the existing QualityManagement.

See Removing for instructions.

If you are prompted to reboot themachine to remove the software, click No. This rebootprematurely terminates background installation activities. You canmanually reboot themachine before you install the QualityManagement upgrade.

3. Manually reboot the server.

4. Install QualityManagement 10.5on the base server and select the Enable AutomaticUpdates for All QMClients check box on the Site Settingswindow in the SystemCon-figuration Setup utility.

Selecting the Enable Automatic Updates for All QMClients check box ensures thatQualityManagement automatically updates the client desktops after you install QualityManagement10.5.

See Installing for instructions.

5. Install the latest SR or ES, if available. See Installing a Service Release or Patch formore information.

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Installing Quality ManagementWhen you install QualityManagement 10.5, youmust choose one of the options in the followingtable and install the components as described.

To: Do This:

Install asingle serverconfiguration

1. Install Services on a Single Server.

2. Cancel SystemConfiguration Setup.

3. Install the Latest Patch, if available, on the base server.

4. Manually Run SystemConfiguration Setup fromC:\ProgramFiles\Cisco\WFO_QM\bin on the base server.

5. Install the client desktop applications (see theClient DesktopApplication Deployment Guide).

6. Update the digital certificate for the Base server. SeeManaging Certificates.

Installing Quality Management

Services for Quality ManagementInstall the services for QualityManagement according to your system architecture. See theIntegration Guide for more information.

SystemConfiguration Setup runs automatically after you have installed a service or group ofservices. When using SystemConfiguration Setup, youmust complete SystemConfigurationSetup after an installation in order for the system to function.

Install Services on a Single Server

1. Copy the setup_MonRec_<version><build>.exe, where <version> is the version num-ber and <build> is the build number, to the base server.

2. Double-click the file setup_MonRec_<version><build>.exe to start the installation wiz-ard.

60

Installing QualityManagement

If the Open - SecurityWarning dialog box appears, click Run to display the CustomSetup dialog box. The InstallShieldWizard prepares to install QualityManagement andthe InstallShieldWizard dialog box appears.

3. Click Next.

The CustomSetup dialog box appears. You need to install all services that appear inthis dialog box. These serviceswill be installed on the server.

4. To select a service, click the icon next to the service’s name to display amenu andselect This feature will be installed on Local Hard Drive. Repeat this step for each ser-vice.

The services you need to select are as follows:

l Base Services

l Database Services

l Site Upload Services

l Encoding Services

l Optional: Recording Services—this service can reside on the base server or theVoice Record server

l CTI Services

l MediaSense Subscription Service

l CUBE SIP CTI Services

l Reconciliation Services

l Optional: Monitoring Services—This service can reside on the base server or theMonitor server

You can change the location where the serviceswill be installed by clicking Changeand entering a new path.

Note: The default path is C:\ProgramFiles\Cisco. If you need to change thepath, do not specify the root directory (for example, D:\ or E:\). Always include atleast one folder in the path (for example, D:\Cisco).

5. Click Next, and then click Install.

A window appears and displays the following statement:

61

Installing QualityManagement

Attention: This window is part of the QualityManagement installation process.Do not close this window, it will terminate when finished.

Leave the window open. It will close on its own after you complete SystemConfiguration Setup.

6. Click Finish to complete the installation of services.

If you are prompted to reboot themachine to complete the installation, click No. Thisreboot prematurely terminates background installation activities. You canmanuallyreboot themachine after theMSIPostProcessor DOS window closes.

The services you selected are installed, and SystemConfiguration Setup starts.

After completing this task:

1. If an SR is available for QualityManagement, install the latest SR. For moreinformation, see Installing a Service Release or Patch.

2. Complete the SystemConfiguration Setup windows. For more information, see RunSystemConfiguration Setup.

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Installing a Service Release or Patch

Installing a Service Release or PatchPeriodically, Cisco releases updates. There are several types of updates. The update typesare described as follows:

n Service release (SR)—contains all patches for all bugs found and fixed since the baserelease of the product. An SR is cumulative. So, if two SRs are issued against a baserelease, the second SR contains all the fixes provided in the first SR and new fixes forthe current SR.

An SR contains fixes for the QualityManagement server and/or client desktop. Alwaysinstall the SR on theQualityManagement server. TheQualityManagement server usesthe Automated Update feature, when you enable this feature, to update the clients whenyou install an SR on theQualityManagement Base Services server.

You install each SR separately and each SR appears in the Add/Remove Programswindow. Separate installation of SRs allows rollback to a previous state. If an SR isserver side only, the Add/Remove Program title includes "(Server only)."

n Engineering special (ES)—an installable component that addresses a specific bug fixneeded by one or more customers. An ES is cumulative. So, if two ESes are issuedagainst a base release, the second ES contains all the fixes provided in the first ES andnew fixes for the current ES. An ES can contain server and/or client fixes. Always installan ES on theQualityManagement base server for automatic update to work. An ES istied to a specific version of the base release and/or Service Release (SR). If the EScontains no fixes for the client side, the Automated Update feature does not update theclients.

You install each ES separately and each ES appears in the Add/Remove Programswindow. Separate installation of ESes allows rollback to a previous state. If an ES isserver side only, the Add/Remove Program title includes “(Server only)."

n Engineering test (ET)—An installable component that contains the files needed toassist developers when diagnosing a problem. An ET is intended for a limited scope test.An ET can contain server and/or client files. Apply the ET on the servers or clientsdesktops that you want to test. If the ET also contains client files, install the ET directly onthe client desktop. The ET does not work with the Automated Update feature.

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Guidelines for Installing a Patch (SR, ES, or ET)Use the following guidelineswhen installing an SR or ES:

n Only one ET can exist on a system at a time. You cannot install an SR or ES until the ETis removed.

n Uninstall any ETs before you install an SR or ES.

n When installing amajor or minor upgrade on the client desktop, the ET, ESes, and SRsare automatically removed.

n All but the last ES or SR is uninstallable. The Remove button is disabled (hidden) forolder ESes or SRs.

n When an ET, ES, or SR is uninstalled, the system returns to its previous state.

n A reboot might be required if you uninstall an ET, ES, or SR. A message will appear if areboot is required.

Note: If you are prompted to reboot themachine to complete the removal of thepatch, click No. This reboot prematurely terminates background removalactivities. You canmanually reboot themachine before you runQualityManagement.

Install the Latest PatchRemove any engineering tests (ET) installed on the server and client desktops. See RollingBack to a Previous State for instructions.

Refer to theRelease Notes for additional installation instructions.

This task provides the basic instructions on installing an engineering special (ES) or servicerelease (SR) on theQualityManagement base server. If the ES or SR includes client-sidefixes, and the automatic update feature is available, then the automatic update feature willupdate the clients.

1. DownloadQM_<version number>_SR<number>ES<number_setup>.exe to the baseserver.

2. Run the executable.

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Before installing the SR, the SR checks for any unknown ESes on the base server. Ifthe SR install finds an unknown ES, the SR install displays amessage and stops theinstallation process. Uninstall the unknown ES from the base server and try again.

The same blockwill happen on the client side whether the automatic update feature isenabled or not. If the SR install finds an unknown ES on the client side, uninstall theunknown ES and try again.

The executable installs the files for the SR.

Note: If you are installing this SR on aWindowsServer 2008, the Files in Usewindow might appear. Choose Automatically Close and Attempt to RestartApplications, and then clickOK.

3. Wait fiveminutes for Jetty to rebuild itself before accessing UnifiedWorkforce Optim-ization.

Rolling Back to a Previous StateCisco builds each SR and ES sequentially. When you roll back to a previous state, youmustremove the SR or ES in the reverse order theywere installed.

Example: Remove the last SR or ES installed first.

Use this task to remove an SR, ES, or ET installed on the base server. If you enable theAutomated Update feature, QualityManagement also removes the SR or ES from the clientside to ensure the clients and base server are in syncwith each other. When you remove anSR, ES, or ET, you restore QualityManagement to its previous state.

1. From the base server, choose Start > Settings > Control Panel.

The Control Panel window appears.

2. Double-click Add or Remove Programs.

The Add or Remove Programswindow appears.

3. Select the SR, ES, or ET that displays “Removeme first” and then click Remove.

If there aremultiple patches applied, youmust remove the patches in the reverse ordertheywere installed. Always remove the patch that displays a “Removeme first”

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message first. When you remove the first patch that displayed thismessage, the nextpatch you can remove will now display the “Removeme first” message, and so on.Continue removing patches until you reach the desired state.

To update the RemoveMe First, Remove, or Uninstall button in the Add or Removewindow when you removemultiple patches, Press F5.

The SR, ES, or ET is removed from the base server.


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Running System Configuration SetupUse SystemConfiguration Setup (PostInstall.exe) to enter the system configurationinformation needed for a successful QualityManagement installation.

When running SystemConfiguration Setup, remember the following points:

n Youmust run SystemConfiguration Setup on the computer that hosts the QualityManagement server.

n When you run SystemConfiguration Setup for the first time it launches into Initial Mode.When SystemConfiguration Setup runs in Initial Mode:

l You cannot move forward until you enter all required information.

l You cannot skip a step.

l You can go backwards at any time to revisit a previous step.

l SystemConfiguration Setup saves the text that you entered when you click Next.

l If a step fails, SystemConfiguration Setup stays at the existing step until the stepsucceeds or is canceled. The step attempts to run again every time you click Next.

l Popup dialogsmay prompt you for additional information when running in InitialMode. These popup dialogs provide additional task or tools youmust run to fullyconfigure the system. Initial Mode disables the Toolsmenu. Any time you launchSystemConfiguration Setup thereafter, the SystemConfiguration Setup tool is inUpdateMode. Updatemode allows you to skip screens and jump around SystemConfiguration Setup. UpdateMode enables the Toolsmenu.

n SystemConfiguration Setup does not display the samewindows for each serviceinstallation, but only those relevant to that service. You can see different stepsdepending on your QualityManagement configuration.

SystemConfiguration Setup performs the following functions:

n Initially configures the system

l Configures the location of the servers

l Configures the connection information for third party software

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Running SystemConfiguration Setup

Example: You use SystemConfiguration Setup to configure theconnection information for SQL, ACD, and CTI.

n Performs data upgrade from previous versions of the system

n Provides tools—tasks that typically occur during an installation or upgrade, youmayneed to complete these tasks outside an installation or upgrade

For more information on the SystemConfiguration Setup interface, see “SystemConfiguration” in theAdministrator User Guide.

Run System Configuration Setup

Note: Read "SystemConfiguration" in theAdministrator User Guide before you run theSystemConfiguration Setup utility. "SystemConfiguration" provides a detaileddescription of the windows and fields in SystemConfiguration Setup.

Complete the SystemConfiguration Setup utility windows as shown in the following table.

Window or

Dialog box Complete as follows:

Choose one of the following options:

n If you just installed an SR, start SystemConfigurationSetup from the executable PostInstall.exe in C:\ProgramFiles\Cisco\WFO_QM\bin.

n If you are installing QualityManagement without an SR, theSystemConfiguration Setup dialog box automaticallyappears in Initial Mode.

System Configuration Setup utility entries

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Window or


SystemConfigurationSetup

1. Choose the network address type. Your options are:

l IP Address—the IP address of the base server

l Host Name—the FQDN or hostname of the baseserver

2. Enter the IP address or hostname of base server.

The base server is the computer where you installed theBase Services, Database Services, Voice/ScreenServices, and signaling service.

3. Enter the IP address or hostname of the UnifiedWorkforce Optimization Container.

The UnifiedWorkforce Optimization Container is locatedon the base server.

If you also purchasedWorkforceManagement (WFM),these products will share this container once they areconfigured to point to this container.

4. Choose one of the following options:

l If you are running SystemConfiguration Setup onthe base server, choose the IP address orhostname of the base server from the LocalServices drop-down list, and then clickOK.

l If you are running SystemConfiguration Setup on adifferent server, choose the IP address or hostnamefor the server from the Local Services drop-downlist, and then clickOK.

Example: If you want to run Network Recording ona different server and installed the NetworkRecording service andMonitor service on thatserver, choose the IP address for the Voice Recordserver from the IP Address for Local Services drop-

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Window or


down list. If the computer hasmultiple NICs,multiple addresses appear in the IP Address forLocal Services drop-down list. Choose the IPaddress used for network traffic.

Installation Type Choose the type of installation you want to perform. Your optionsare:

n New Installation—install this version on a new system

n Upgrade—upgrade from a previous version

SystemDatabase Complete the fields and click Next.

See “SystemDatabase” in theAdministrator User Guide for moreinformation.

Database Exists If the Database Exists dialog box appears, clickOK to upgradeyour database.

The program upgrades the database and loads default data intothe database.

Database Loaded If the Database Loaded dialog box appears, clickOK to dismissthe Database Loaded dialog box.

This dialog box appears when the database loads successfully.

Update IP Address orHostname

If required, update the IP address for Site Upload server (SiteServices), Voice Record server (Record Server), Monitor server,andMedia Encoding server (Encoding Server) and then clickContinue with These Changes.

This window only appears when you are upgrading your system.

Note: This dialog only appears when you are upgradingfrom a previous version of QualityManagement.

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Window or


Services Started Suc-cessfully

ClickOK to dismiss the Services Started Successfully con-firmation box.

Select an ACD Choose an ACD from the Select an ACD drop-down list and thenclickOK.

Choose TemporaryEncoding StorageLocation

Choose a directory where encoding files will be processed fromthe Directory drop-down list. The specified directorymust beaccessible by the Local System user.

Choose TemporaryStorage Location

If you want to change the path to the temporary storage location,clickOpen , navigate to the folder where you want to temporarilystore recordings, and then clickOK.

Note: TheChoose Temporary Storage Location dialogbox only appears if this is a new installation.

Cisco Unified CCDatabase

Complete the fields and click Next.

See “Cisco Unified CC Database” in theAdministrator UserGuide for more information.

TelephonyGroup Complete the fields and click Next.

See “TelephonyGroups” in theAdministrator User Guide for moreinformation.

The program installs the Cisco JTAPI Client. When finished, theJTAPI Configured Successfully confirmation box appears.

Note: If the Cisco JTAPI Client does not install correctly.You need to install JTAPI manually. SeeManually Installingthe Cisco JTAPI Client for instructions.

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Window or


Active DirectoryOptions

Choose one of the following options from the Active DirectoryOptions drop-down list.

n Use Active Directory—Choose this option if you want to useActive Directory to authenticate user names andpasswords.

n UseQMAuthentication—Choose this option if you want touseQualityManagement to authenticate user names andpasswords.

JTAPI ConfiguredSuccessfully

ClickOK to dismiss the confirmation box.

Enterprise Settings For a new installation, upload the licenses, complete the fields,and then click Next.

The program validates the licenses.

See “Enterprise Settings” in theAdministrator User Guide formore information.

License ValidatedSuccessfully

ClickOK to dismiss the License Validated Successfully con-firmation box.

Change AdministratorPassword

Type a password for the administrator in the New password field,type the password again in the Confirm new password field, andthen clickOK.

This password allows the administrator to accessQualityManagement Administrator and UnifiedWorkforce Optimization.The passwordmust be between 1 and 32 characters long. It iscase sensitive.

Note: If you are installing QualityManagement for the firsttime, the Old password field is disabled.

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Window or


Administrator Con-figuration

To promote one or more business administrators to system admin-istrators, select the users with the Admin Role of None, clickChange Admin Role, and then click Yes.

Site Settings Complete the fields and click Next.

Note: Site Settings only appears when you installed theSite Upload Server. If you did not install the Site UploadServer, skip this step.

If you choose External Storage Location, enter the path to thestorage location, and then enter username and password in theLogon User pane.

Note: The default path is C:\ProgramFiles\CommonFiles\QM\Recordings. If you need to change the path, donot specify the root directory (for example, D:\ or E:\).Always include at least one folder in the path (for example,D:\Cisco).

See “Site Settings” in theAdministrator User Guide for moreinformation.

ProxyConfiguration ClickOK to dismiss the dialog box.

GatewayAdmin-istrator

In the GatewayAdministrator window, perform the followingsteps:

1. Choose Local Gateway > GatewayServer > GatewaySecurity.

2. Click the Click Here to ChangeOperation Security link.

3. Select the Record to File and Connect to File check boxesin the Allow column, and then clickOK.

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Window or


GatewaySecurity If you are usingWindowsServer 2008, complete the followingsteps under each tab in GatewaySecurity:

Note: If you are not usingWindowsServer 2008, skip thistask.

1. Click Add and enter the name of the user that QualityMan-agement will use to connect for screen playback.

l If you are using external storage, enter the domainuser entered for external storage.

l If you are using local storage, enter RemoteCon-trolGateway, and then click the CheckName but-ton.

2. Select all check boxes under the Allowed column (the Spe-cial Permissions check box is disabled and cleared).

3. Complete step 1 and step 2 for each tab, and then clickOK.

SystemConfiguration Setup validates the changes. If the changesare incorrect, the GatewaySecurity dialog box appears again.Correct your changes and try again.

GatewayAdmin-istrator

Close theGatewayAdministrator window, and then clickOK todismiss theMedia Server Settings dialog box.

Monitoring and Noti-fication

Add a distribution list, complete the fields, and then click Next.

See “Monitoring and Notification” in theAdministrator User Guidefor more information.

Installation Complete ClickOK to dismiss the confirmation box.

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Window or


Status Click Finish to complete the installation.

The Statuswindow shows the versions of all installed QualityManagement components and displays the status of the signalingserver by telephony group.

See “Status” in theAdministrator User Guide for moreinformation.

Start Services Click Yes.

The program starts the services for QualityManagement. Whenfinished, the Services Started Successfully confirmation boxappears.

Services Started Suc-cessfully

ClickOK to dismiss the confirmation box.

Status Click Finish to close SystemConfiguration Setup.

Manually Installing the Cisco JTAPI ClientFollow the instructions in this task only if the SystemConfiguration Setup did not automaticallyinstall the Cisco JTAPI Client.

Note: This task is not required if you are configuring QualityManagement for CiscoMediaSense Recording.

1. Stop the Recording CTI service or CUBE SIP CTI service.

2. Download the Cisco JTAPI Client from the Unified CMPlug-ins webpage.

3. Install the Cisco JTAPI Client on theQualityManagement server where the RecordingCTI service or CUBE SIP CTI service is installed.

4. Copy the jtapi.jar file from the C:\WINDOWS\ java\lib folder to the C:\ProgramFiles\Cisco\WFO_QM\ext folder.

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If you are not using the default path to the java\lib folder specified in step 4, copy thejtapi.jar file to correct folder.

5. Start the Recording CTI service or CUBE SIP CTI service.

6. Start SystemConfiguration Setup from the executable PostInstall.exe in C:\ProgramFiles\Cisco\WFO_QM\bin.

7. Choose Tools > Test CTI Service.

The CTI Service Ready dialog box appears and displays the followingmessage:

The CTI Service test completed successfully.

8. ClickOK to dismiss the dialog box and close the SystemConfiguration Setup window.

Entering Configuration Data in Update ModeThere are two ways to change SystemConfiguration Setup data after it is initially entered.

n Change the information through the SystemConfiguration node in QualityManagementAdministrator.

n Start SystemConfiguration Setup from the executable PostInstall.exe, located on eachserver in C:\ProgramFiles\Cisco\WFO_QM\bin.

When SystemConfiguration Setup starts, it runs in UpdateMode.

Rules for Upgrading or Modifying the ACD Database in Update Mode

Observe the following rules when you change access to the Unified CCX database in updatemode:

n Do not change the location of the Unified CCX database after initial setup. If you do, youmight be unable to accessQualityManagement historical data if the structure andcontents of the new database is not the same as that of the old database.

n Stop the Sync Service and disable this service on startup to protect the QualityManagement database before you upgrade or rebuild the Unified CCX database.

Stopping the Sync Service Before Upgrading the Unified CCXDatabase

Use this task to stop the Sync Service before you upgrade the Unified CCX database.

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1. Select Start> Administrative Tools > Services. The Serviceswindow appears.

2. Right-clickMonitoring and Recording Sync Service and choose Stop.

3. Right-clickMonitoring and Recording Sync Service again and choose Properties.

TheMonitoring and Recording Sync Service Properties window appears.

4. Choose Disabled from the Startup Type drop-down list, and clickOK to save yourchanges.

5. Upgrade or rebuild the Unified CCX database.

6. Return to the Serviceswindow, right-clickMonitoring and Recording Sync Service andchoose Start.

7. Right-clickMonitoring and Recording Sync Service again, choose Automatic from theStartup Type drop-down list, and then clickOK to save your changes.

This action enables the Sync Service on startup.

Note: Do not start Sync Service and enable the Sync Service for the hardwareprofile until both Unified CCX Administration databases (if using HighAvailability) are running and synchronized because the Sync Service reads datafrom the Unified CCX database. Failing to do so could potentially deactivateusers if there is a problemwith the Unified CCX upgrade or rebuild.

8. Verify the teams and agents in the upgraded Unified CCX appear correctly.

Changing the Base Server

Use this task if you need to change the IP address or host name for the base server.

1. From the SystemConfiguration Setup tool, choose File > Choose Base Server.

The SystemConfiguration Setup dialog box appears window appears.

2. Choose the network address type. Your options are:

l IP Address—the IP address of the base server.

l Host Name—the FQDN or hostname of the base server.

3. Enter the IP address or hostname of base server.

The base server is the computer where you installed the Base Services, DatabaseServices, Voice/Screen Services, and signaling service.

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4. Enter the IP address or hostname of the UnifiedWorkforce Optimization Container.

The UnifiedWorkforce Optimization Container is located on the base server.

If you also purchasedWFM, this product will share this container once it is configured topoint to this container. The following figure displays the SystemConfiguration Setupdialog box.

5. Choose one of the following options:

l If you are running SystemConfiguration Setup on the base server, choose the IPaddress or hostname of the base server from the Local Services drop-down list,and then clickOK.

l If you are running SystemConfiguration Setup on a different server, choose theIP address or hostname for the server from the Local Services drop-down list,and then clickOK.

Example: If you want to run Network Recording on a different server andinstalled the Network Recording service andMonitor service on that server,choose the IP address for the Network Recording server from the IP Address forLocal Services drop-down list. If the computer hasmultiple NICs, multipleaddresses appear in the IP Address for Local Services drop-down list. Choosethe IP address used for network traffic.

Changing Configuration Data in Update Mode

Use this task to change the configuration data in updatemode.

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1. Start SystemConfiguration Setup by running the PostInstall.exe.

This executable is located in the C:\ProgramFiles\Cisco\WFO_QM\bin folder.

2. Select the window you want to modify from the left pane, enter the new data in the rightpane, and then click Save on the toolbar or File > Save from themenu bar.

l You can display the windows in any order you wish.

l If youmodify something in a window, youmust click Save to save your changesbefore youmove on to another window.

l If youmake a change to a window but need to change back to the originalsetting, click the Revert to Saved button on the toolbar. This discards anychanges youmade that have not been saved, and restores the settings in thewindow to the last saved version.

3. When you finish, choose File > Exit or click Close.

SystemConfiguration Setup closes.

4. Stop and restart themodified service and all desktops for the change to go into effect.

External Storage and ServicesIf you select External Storage Location in the Site Settingswindow in SystemConfigurationSetup, youmust configure the Jetty service and the Screen PlaybackGateway (PROXY ProGateway) service.

This stepmust be done after you install the QualityManagement Base Services and before youstart recording contacts.

To use external storage, you perform the following tasks:

1. Create a username and password for the external storage user on the external storageserver.

2. Configure the Jetty service and PROXY Pro Gateway service for external storage.

Configuring Services for External Storage

1. Select Start > Administrative Tools > Services.

The Serviceswindow appears.

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2. Right-clickMonitoring and Recording Jetty service and choose Properties.

TheMonitoring and Recording Jetty Service Properties window appears.

3. Click the LogOn tab, choose This Account by providing the username and passwordfor the external storage server, complete the fields, and then click Apply.

If the provided information is correct, the followingmessage will appear:

The account .\<username> has been granted the Log On As A

Service right.

where <username> is the username you provided in the This Account field.

4. Repeat step 2 and step 3 for the PROXY Pro Gateway service.

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Managing CertificatesQualityManagement supports HTTPS using a self-signed certificate. The self-signedcertificate is sufficient to encrypt the communication path between theQualityManagementserver and the client browsers, however it has the following limitations:

n Agents see a certificate error or security alert the first time they accessUnifiedWork-force Optimization.

n User security is not complete. Users are vulnerable to aman-in-the-middle attack (an act-ive form of eavesdropping where private communication is controlled by a hacker).

n Errors appear when using HTTPS if you useWFO Finesse gadgets.

You can update the certificate so that users are not required to accept self-signed certificates.This prevents the possibility of man-in-the-middle attacks.

Important: For a deployment that includesmultiple UnifiedWorkforce Optimizationproducts, if every user connects to UnifiedWorkforce Optimization on theQualityManagement base server, then you only need to update the certificate on that baseserver. Follow the instructions in this section only if CAS is not connected to the QualityManagement base server and you want to use an HTTPS URL and a self-signedcertificate to accessUnifiedWorkforce Optimization.

RequirementsFollow these steps to update the QualityManagement signed certificate. In order to performthis procedure, you will need the following:

n keytool.exe, located in the Cisco\WFO_QM\Java bin directory

Example: C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe

n A Certificate Authority (CA) from a commercial service, like Symantec VeriSign orGoDaddy, or a local CA likeMicrosoft Active Directory Certificate Services (AD CS).

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Managing Certificates

Updating the Quality Management SignedCertificateFollow these steps to update the QualityManagement Signed Certificate.

Important: You can skip this task if you installing or upgrading fromQualityManagement 9.2 SR2 10.5 or later. The certificates for QualityManagement 10.0 orearlier improperly identify the country code asUSA instead of US. You need to deletethis certificate and regenerate it with the correct US country code.

1. Log in to the QualityManagement base server with administrator rights.

Note: You can use Remote Desktop Protocol (RDP) to access the base serverfrom your desktop.

2. From the command line (cmd.exe), enter the following command to delete the existingcertificate:

"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -

keystore "C:\Program Files\Common Files\QM\config\.keystore"

-storepass C@labr1o -delete -alias jetty

3. Enter the following command to create the correct certificate. In the example below, thecommand uses SHA2 encryption(there aremultiple commands for creating thecertificate; your commandmay vary).

Note: Replace <IP Address> in the following commandwith the IP address ofthe base server before you enter the command.



-storepass C@labr1o -selfcert -genkey -keyalg RSA -alias

jetty -keysize 1024 -dname "C=US, S=MN, L=Minneapolis,

O=Calabrio Inc, OU=Quality Management, CN=<IP Address>" -

sigalg sha256WithRSA -validity 1000000 -v

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Example: "C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore "C:\Program

Files\Common Files\QM\config\.keystore" -storepass

C@labr1o -selfcert -genkey -keyalg RSA -alias jetty -

keysize 1024 -dname "C=US, S=MN, L=Minneapolis,

O=Calabrio Inc, OU=Quality Management,

CN=198.51.100.23" -sigalg sha256WithRSA -validity

1000000 -v

4. Press the Enter keywhen the Enter key password for <jetty> prompt appears.

5. Restart the Jetty service on the base server fromStart > Control Panel > System andSecurity > Administrative Tools > Services.

6. Verify the certificate works by entering the following URL in your browser:

https://<base server>

where < base server> is the host name or IP address of the server that hosts theUnifiedWorkforce Optimization Container.

A security warning will appear but you should still be able to log in to UnifiedWorkforceOptimization with a valid username and password.

Creating a Certificate Signing Request (CSR) forthe Base ServerPerform the following task to create a Certificate Signing Request (CSR) for the base server.

1. From the command line on the base server, enter one of the following commands:

n If the users will accessUnifiedWorkforce Optimization using an IP address, use:


keystore "C:\Program Files\Common

Files\QM\config\.keystore" -storepass C@labr1o -certreq

-alias jetty -file jetty.csr

This command generate a CSR for QualityManagement.

n If the users will accessUnifiedWorkforce Optimization using one or more

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domain names, use:


keystore "C:\Program Files\Common

Files\QM\config\.keystore" -storepass C@labr1o -certreq

-alias jetty -file jetty.csr -ext

san=dns:<myDomain>,dns:<yourDomain>

For information on using IP addresses in this instance, see Using an IP addressfor a SAN in Internet Explorer.

Note: If you want to includemultiple domains, use a comma to separateeach domain.

This command uses the keytool -ext option to specifymultiple domain names.



C@labr1o -certreq -alias jetty -file jetty.csr -ext

san=dns:qmcert.pdi.ld,dns:qmcert2.pdi.ld

The jetty.csr resides in the following location:

C:\Users\<username>

where <username> is the login name for the user with administrator rights.

IP Address Limitations for SANs in Internet Explorer

Once you specify an IP address or host name as a Subject Alternative Name (SAN), you losethe ability to connect to QualityManagement by using that IP address or host name in InternetExplorer. Theoretically, you could specify an IP address or host name as a SAN using thefollowing format:

san=dns:<myDomain>,ip:<IP address>

Example: san=dns:mydomain.com,ip:192.0.2.0

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However, Internet Explorer does not recognize IP addresses or host names and will display asecurity error indicating a certificatemismatch.

To work around this limitation, you can specify the IP address or host name as a Domain NameSystem (DNS) name using AD CS. See Certificates and Active Directory for more information.

Note: You cannot use keytool.exe to configure the IP address or host name as a DNS.Most CAs do not allow this. Only AD CS allows your to specify an IP address or hostname as a DNS.

Certificates and Commercial ServicesYou can generate signedQualityManagement certificates using commercial services such asVeriSign, Thawte, or GoDaddy.

Generating Certificates Using Commercial Services

Step 1: Submit the CSR to your Certificate Authority.

The procedure for obtaining a signedQualityManagement certificate varies by vendor. Consultyour chosen vendor's website for instructions for requesting a signed certificate.

Note: Your CA will return to you a signedQualityManagement certificate, and possiblyone or more intermediate certificates.

See Expired QualityManagement Certificate from aCommercial Service for additionalinformation.

Step 2: Import the root certificate from the Certificate Authority into the QualityManagement keystore.

Import the CA root and any intermediate certificates into the keystore. These certificates canbe acquired from the CA used to generate the signedQualityManagement certificate.

Note that youmight not need these certificates if they are already part of the Java cacerts storelike VeriSign or Thawte. Lesser knownCAs like GoDaddy, or an internal AD CS, will need tobe installed on the base server and also on the client web browser.

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2. From the command line on the base server, enter the following command:


keystore "C:\Program Files\Cisco\WFO_

QM\Java\lib\security\cacerts" -storepass changeit -list -v

This command lists the existing CA certificates that comes bundled with QM Java.

Note: If your CA appears in this list, you do not need to install it.

3. If your root certificate is not already installed, enter the following command:



-storepass C@labr1o -importcert -trustcacerts -alias <CA

name> -file <CA name>.cer

where <CA name> is the name of the certificate.

Important: Always import the root certificate first.

4. Click Yeswhen the when the following prompt appears:

Trust this certificate?

This prompt appears because the certificate is self-signed (that is, the certificate isissuer of the certificate is also the owner) and the keytool cannot follow the chain backto a trusted root CA.

Step 3: Import intermediate certificates into the Quality Management keystore.

Note: You can skip this step if the QualityManagement certificate was signed by theroot CA. If the QualityManagement certificate was signed by an intermediate CA, thenall intermediate certificates in the chain back to the root certificatemust be imported.

From the command line on the base server, enter the following command:

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"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore

"C:\Program Files\Common Files\QM\config\.keystore" -storepass

C@labr1o -importcert -trustcacerts -alias <CA name> -file <CA

name>.cer

where <CA name> is the name of the certificate.

This command imports the intermediate certificates into the QualityManagement keystore.

Step 4: Import the signed Quality Management certificate.

From the command line on the base server, enter the following command:



C@labr1o -importcert -alias jetty -file jetty.cer

This command imports the signed certificate into the QualityManagement keystore.

Step 5: Restart the Jetty service.

On theQualityManagement base server, use theWindowsServices utility in the Control Panelto restart the Jetty service.

Step 6: Import root and intermediate certificates into the client web browsers.

This step is not necessary in the following situations:

n TheQualityManagement certificate was signed by a well-knownCA such as VeriSign,or Thawte. Most modern browsers comewith themajor commercial CA root certificatesalready installed. Lesser knownCAsmight not be installed.

n You are using Internet Explorer and an Active Directory CA where theQualityManagement base server and clients are all in the same Active Directory domain

To determine if you need to perform this step, start the client web browser and try to accessUnifiedWorkforce Optimization using the following URL:

https://<base

server>/cwfo/apps/login.html?userLang=en&userTheme=

cisco&userCountry=

where <base server> is the host name or IP address of the server of the QualityManagementbase server.

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n If you can connect without errors or requests to install certificates, you do not have to per-form this step.

n If you see amessage indicating that the issuer of the certificate is not trusted, you needto perform this step.

Best Practices: Chrome providesmore descriptive error messageswhen updatingcertificates. Use Chrome to troubleshoot certificate errors.

For more information about installing root and intermediate certificates on the client desktop,see Installing Root and Intermediate Certificates on Client Desktops.

Expired Certificate from a Commercial Service

Your CA will assign an expiration date to the QualityManagement certificate. When theQualityManagement certificate expires you will need to create a new CSR and import it to replace theexpired CSR. To replace an expired QualityManagement certificate:

1. Create a signed CSR for the Base Server.

2. Submit the CSR to your Certificate Authority.

3. Import the root certificate.

Note: Root and intermediate certificates only need to be reimported when youuse a different CA.

4. Import the intermediate certificates.

5. Import the signed certificate.


To view the expiration date, double-click the QualityManagement certificate or after the QualityManagement is installed use the keytool -list command.

Certificates and Active DirectoryYou can generate signedQualityManagement certificates using Active Directory CertificateServer (AD CS). AD CS is a CA.

When generating Active Directory certificates, remember the following points:

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n The AD CS for the root domain generates its own self-signed certificate. The issuer andowner are the same. AD CS also signs the certificate for the intermediate certificate.

n A self-signed certificate is generated byQualityManagement when it is installed. Whena web browser encounters this certificate, it views the certificate as a security violationand generates an error.

n The intermediate AD CS signs the certificate for the QualityManagement base serverand replaces the base server IP addresswith its own domain name in the Issuer field.

n When all the certificates are signed, each certificate is linked to the previous certificate,with the final or root certificate included in the web browser's trusted root certificatestore. This is known as a certificate chain. In this scenario, the web browser does notgenerate certificate errors.

n Root and intermediate certificatesmust be installed on both the QualityManagementbase server and the web browser on each client machine.

Verifying the AD CS Supports the SAN Certificate Feature

By default, the AD CS server does not allow the ability to add SAN attribute to certificates. Youneed to enable this feature on you AD CS server.

AD CS has policymodules that provide different services. The policymodules provide differenttypes of extensions that can be enabled so clients can submit their requests for those features.

The CertificateAuthority_MicrosoftDefault.Policy is the default policymodule on aWindows2003 Certificate server. By default, it does not allow the ability to add SAN attributes tocertificates.

Use the Certificate Database Tool to check the values of the Certificate Services registry keysand enable the SAN attribute:

1. From the command line on theWindows 2003 or 2008 Certificate server, go to theC:\Program Files\Support Tools directory and enter the following command:

certutil -getreg policy\EditFlags

The command lists the Certificate Services registry keys.

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2. Verify that EDITF_ATTRIBUTESUBJECTALTNAME2EditFlag is enabled.

3. If the EditFlag is not enabled, enter the following command:

certutil -setreg policy\EditFlags +EDITF_

ATTRIBUTESUBJECTALTNAME2

4. On aWindows 2008 Certificate server only, you need to enter these additionalcommands:

certutil –setreg policy\SubjectAltName enabled

certutil –setreg policy\SubjectAltName2 enabled

net stop certsvc

net start certsvc

For more information, go to the following topics onMicrosoft website:

n PolicyModules: http://msdn.microsoft.com/en-us/lib-rary/aa387348%28v=vs.85%29.aspx.

n SAN certificate feature: http://techontip.wordpress.com/2011/06/06/how-to-make-sure-internal-certificate-authority-is-supporting-san-certificate-feature/

Generating Certificates Using Active Directory

Follow these steps to generate certificates using Active Directory Certificate Services(AD CS).

Note: The examples in this section use certsrv as a certificate enrollment tool; othertools are also available.

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http://msdn.microsoft.com/en-us/library/aa387348(v=vs.85).aspx

http://msdn.microsoft.com/en-us/library/aa387348(v=vs.85).aspx

http://techontip.wordpress.com/2011/06/06/how-to-make-sure-internal-certificate-authority-is-supporting-san-certificate-feature/

http://techontip.wordpress.com/2011/06/06/how-to-make-sure-internal-certificate-authority-is-supporting-san-certificate-feature/


Step 1: Create a root CA signed certificate from AD CS.

1. Log in to the Active Directory server for the root AD CS.

Note: You can use Remote Desktop Protocol (RDP) to access the AD CS fromyour desktop.

2. From Internet Explorer on the Active Directory server, enter the following URL:

http://<myRoot>/certsrv

where <myRoot> is the root domain's IP address or hosts name. The AD CS for thisdomain is the root for this network.

Example: http://192.0.2.8/certsrv

3. Click Download a CA Certificate, Certificate Chain, or CRL.

4. Select Base 64 encoded.

Note: QualityManagement can only import Distinguished Base-64 encodedX.509 formatted certificates. These certificates have the following extension:CER.

5. Click Download the CA certificate and specify a descriptive name for the rootcertificate.

Example: 192.0.2.8_root_x509.cer

SeeMicrosoft Knowledge Base 555252 and Expired QualityManagement CertificatefromAD CS for additional information.

Step 2: Download the intermediate certificates.

Note: You can skip this step if there are no intermediate certificates.

Perform this procedure for each intermediate certificate.

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http://support.microsoft.com/kb/555252


1. Log in to the Active Directory server for the intermediate AD CS.


http://<myIntermediate>/certsrv

where <myIntermediate> is the intermediate domain's IP address or hosts name. TheAD CS for this domain where theQualityManagement base server.


3. Click Download CA certificate, certificate chain, or CRL.

4. Click Download CA certificate and specify a descriptive name for the intermediatecertificate.

Example: 192.0.2.21_intermediate-cert_x509.cer

Step 3: Use the CSR to create a signed Quality Management certificate.

Note: This step requires that the EDITF_ATTRIBUTESUBJECTALTNAME2EditFlagis enabled in the Certificate Services registry. See Verifying the AD CS supports theSAN Certificate Feature for instructions.

1. Log in to the Active Directory server for the intermediate AD CS.


http://<myIntermediate>/certsrv/

where <myIntermediate> is the intermediate domain IP address or host name. This isthe domain where theQualityManagement base server resides.


3. Click Request a Certificate.

Note: On someCA servers youmight get an additional page where youmustclick Advanced Certificate Request.

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4. Click Submit a certificate request by using a base-64-encoded CMC or PKCS #10 file,or submit a renewal request by using a base-64-encoded PKCS #7 File.

5. Open the CSR file that you created in Step 1 and copy the entire contents of the file intothe Saved Request field, including the following lines:

----BEGIN NEW CERTIFICATE REQUEST----

----END NEW CERTIFICATE REQUEST

6. Select Web Server in the Certificate Template field.

7. To access theQualityManagement base server using an host name or IP address,type the host name or IP address as a Subject Alternative Name (SAN) in theAttributes field. The format is as follows:

SAN:DNS=<myDomain or IP address>

where <myDomain or IP address> is the host name or IP address.

Note: If you want to more than one host name or IP address, use an ampersandto separate each host name or IP address.

Important: Once you specify a host name as a SAN DNS attribute, you will losethe ability to connect to the QualityManagement base server using an IPaddress. If you try connecting to the QualityManagement base server using anIP address, you will a security error indicating a certificatemismatch. If you wantto continue connecting to QualityManagement base server using an IP addressin Internet Explorer, you need to also add the IP address as a SAN DNSattribute to the Attributes field.

Example: SAN:DNS=my.domain.com&DNS=192.0.2.0

8. Click Submit.

9. Select Base 64 encoded and click Download certificate.

Note: QualityManagement can only import Base-64 encoded X.509 formattedcertificates. These certificates have the following extension: CER.

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10. When prompted, provide a descriptive file name for the certificate.

Example: jetty.csr

11. Click Save As and specify where the file will be located.

12. Go to the location of the certificate and double-click the certificate file.

13. Select Certification Path tab, and verify the certification path is correct. It should includethe IP address of the QualityManagement base server and the chain of certificatesback to the root CA (see graphic).

If the certification path is not correct, download the root and intermediate certificatesagain from the correct AD CS domains.

If you added SAN attributes, click the Details tab and verify the SAN attributes arecorrect.

Note: The AD CS will fail silently if the SAN attributes are not configuredproperly.

See Expired QualityManagement Certificate fromAD CS for additional information.

Step 4: Import the root certificate into the Quality Management keystore.



2. From the command line on the base server, enter the following command:

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keystore "C:\Program Files\Calabrio\WFO_

QM\Java\lib\security\cacerts" -storepass changeit -list -v

This command lists the existing CA root certificates that comes bundled with QM Java.If your CA appears in this list, you do not have to proceed. If it is not in the list, continueto the next step.

3. Enter the following command:



-storepass C@labr1o -importcert -trustcacerts -alias <CA

name> -file <CA name>.cer

where <CA name> is the certificate file name.

Important: Always import the root certificate first.



C@labr1o -importcert -trustcacerts -alias 192.0.2.8_

root_x509 -file 192.0.2.8_root_x509.cer

4. Click Yeswhen the when the following prompt appears:

Trust this certificate?

This prompt appears because the certificate is self-signed (that is, the certificate is alsothe owner) and the keytool cannot follow the chain back to a trusted root.

Step 5: Import intermediate certificates into the Quality Management keystore.

Note: You can skip this step if the QualityManagement certificate was signed by theroot CA. If the QualityManagement certificate was signed by an intermediate CA, thenall intermediate certificates in the chain back to the root must be imported.

From the command line on theQualityManagement base server, enter the followingcommand:

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C@labr1o -importcert -trustcacerts -alias <CA name> -file <CA

name>.cer

where <CA name> is the certificate file name.

Step 6: Import the Quality Management Jetty certificate into the Quality Managementkeystore.

From the command line on theQualityManagement base server, enter the followingcommand:



C@labr1o -importcert -alias jetty -file jetty.cer

This command imports the signed Jetty certificate into the QualityManagement keystore.

If the importation is successful, you will see the followingmessage:

Certificate reply was installed in keystore.

Step 7: Restart the Jetty service.

On theQualityManagement base server, use theWindowsServices utility in the Control Panelto restart the Jetty service.

Step 8: Import root and intermediate certificates into the client web browsers.

This step is not necessary in the following situations:

n TheQualityManagement certificate was signed by a well-knownCA such as VeriSign,or Thawte. Most modern browsers comewith themajor commercial CA root certificatesalready installed. Lesser knownCAsmight not be installed.

n You are using Internet Explorer and an Active Directory CA where theQualityManagement base server and clients are all in the same Active Directory domain

To determine if you need to perform this step, start the client web browser and try to accessUnifiedWorkforce Optimization using the following URL:

https://<base

server>/cwfo/apps/login.html?userLang=en&userTheme=

cisco&userCountry=

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where <QualityManagement server> is the host name or IP address of the server of theQualityManagement base server.

n If you can connect without errors or requests to install certificates, you do not have to per-form this step.

n If you see amessage indicating that the issuer of the certificate is not trusted, you needto perform this step.

Best Practices: Chrome providesmore descriptive error messageswhen updatingcertificates. Use Chrome to troubleshoot certificate errors.

For more information about installing root and intermediate certificates on the client desktop,see Installing Root and Intermediate Certificates on Client Desktops.

Expired Certificate from AD CS

Your CA will assign an expiration date to the QualityManagement certificate. When theQualityManagement certificate expires you will need to create a new CSR and import it to replace theexpired CSR. To replace an expired QualityManagement certificate:

1. Create a signed CSR for the Base Server.

2. Create a root CA signed certificate fromAD CS.

3. Download intermediate certificates.

4. Use the CRS to create a signed certificate.

5. Import the root certificate.

6. Import the intermediate certificates.

Note: Root and intermediate certificates only need to be reimported when youuse a different CA.


To view the expiration date, double-click the QualityManagement certificate or after the QualityManagement is installed use the keytool -list command.

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Installing Root and Intermediate Certificates onClient Desktops

To install the root an any intermediate certificates on a client desktop:

1. Copy the root and any intermediate certificates to any location the client desktop.

Note: The root certificatemust be installed first, and after that any intermediatecertificates. Follow theses steps for each certificate you want to install.

2. Double-click the certificate to open the Certificate dialog box.

3. On theGeneral tab, click Install Certificate and then click Next.

4. Select the Place all certificates in the following store option, and then click Browse toselect a certificate store:

n For the root certificate, choose Trusted Root Certificate Authorities store

n For intermediate certificates, choose Intermediate Certificate Authorities store

5. Click Next and then Finish. When asked if you want to install the certificate, click Yes.

6. ClickOK after the certificate is installed.

7. ClickOK to dismiss the dialog box.

To verify that the certificates where installed correctly:

Open Internet Explorer and enter the following URL:

https://<base

server>/cwfo/aps/login.html?userLang=en&userTheme=

cisco&userCountry=

where <base server> is the host name or IP address of the server that hosts the QualityManagement base services.

If the certificates are correctly installed you should not see any security warnings. The URLcontains HTTPS and a Lock icon appears in the Address bar.

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Installing Server ApplicationsYou can install the Recording Thin Client from aweb page that resides on theQualityManagement server. QualityManagement creates this web page when you install the BaseServices.

The web page is ScreenRecordingThinClient.htm. This page contains a link to the RecordingThin Client. The Recording Thin Client allows screen recording on a Citrix server. TheRecording Thin Client does not support the Automated Update feature.

Install the Recording Thin Client on the Citrix server after you install the services for QualityManagement.

Installing the Recording Thin Client on a CitrixServerUse this task tomanually install the Recording Thin Client on a Citrix server.

1. Open the Citrix server’s web browser and access the ScreenRecordingThinClient.htmon the base server.

http://<base server>/TUP/QM/ScreenRecordingThinClient.htm

Where <base server> is the IP address or hostname for the base server. Note that thisaddress is case sensitive.

2. Follow the installation instructions on the web page to upgrade the applications on theclient desktop.

3. Restart the Citrix server when prompted to ensure the services start correctly.

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After Installing Quality ManagementRead this section and ensure all tasks are complete after you install QualityManagement.

CAD and Finesse IntegrationIf your environment includesCAD or Finesse, you can integrate CAD or Finesse with QualityManagement through the Recording API. See the Integration Guide for CAD and Finesse forinstructions.

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Removing Quality ManagementUninstall QualityManagement in the following order:

1. From the base server:

a. Clear the Enable Automatic Updates for All QMClients check box on the SiteSettingswindow in QualityManagement Administrator.

b. RemoveQualityManagement ETs, if any.

c. RemoveQualityManagement SRs and ESes, if any.

2. From the client desktops, use Programs and Features or Add/Remove to remove theCisco UnifiedWFOMonitoring and Recording Recording (Desktop Recording service).

Note: If you are removing version 8.9 before upgrading your software, you canskip this step.

3. From the base server, use Programs and Features or Add/Remove to removeQualityManagement.

Note: If you are prompted to reboot themachine to complete the installation,click No. This reboot prematurely terminates background removal activities. Youcanmanually reboot themachine later.

4. Remove the Cisco Unified CommunicationsManager JTAPI client.

5. Remove the PROXY Pro Gateway service.

6. If you were prompted to reboot themachine, reboot themachine now.

7. Some filesmight not be deleted after you perform these tasks. If the Cisco folder existson themachine, delete it. The default path to the Cisco folder is as follows:

C:\Program Files\Cisco

Note: Youmight not be able to delete the files in the folder because they arelocked. To unlock the files, reboot themachine and try again.

Recordings are not uploaded from client or server computers when you removeQualityManagement. They aremaintained in the folder located at ..\ProgramFiles\Common

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RemovingQualityManagement

Files\SQM\Recordings on the same drive where you installed the services for QualityManagement.

The default location on the storage server for uploaded recordings is:

C:\Program Files\Common Files\QM\Recordings

If you did not use the default location, you specify the custom location you used when youinstalled QualityManagement.

NOTE: A user must log in as an administrator in order to remove anyQualityManagement applications.

Removing a Quality Management Client DesktopApplicationUse this procedure to uninstall the components identified in Removing .

1. Open theWindowsControl Panel.

2. Double-click Add or Remove Programs.

3. From the list, select the application you wish to remove and click Remove.

If you are runningWindows 7, a RebootWarning dialog boxmight appear behind thecurrent window after you install the application. Move the current window out of theway to check for the RebootWarning dialog box.

If you are prompted to reboot themachine to remove the software, click No. This rebootprematurely terminates background installation activities. You canmanually reboot themachine before you install any software.

Important: If you havemultiple client desktop applications for QualityManagement installed on one computer, and wish to uninstall one applicationand leave the rest, youmust uninstall all of the applications, reboot yourcomputer, and then reinstall the desired set of applications. The applicationsshare certain third-party files, and uninstalling one applicationmay remove filesneeded by the remaining applications.

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RemovingQualityManagement

If you intend to reinstall QualityManagement after completely removing an olderversion (a clean install), verify that the recording storage folder structures are removedbefore installing the new version.

Windows removes the application.

Removing the Quality Management DatabasesUsing theWindowsControl Panel on theQualityManagement server to remove services doesnot remove theQualityManagement database (SQMDB).

Important: If you intend to reinstall or upgradeQualityManagement, and you want toretain historical data, youmust not remove theQualityManagement database.

To remove theQualityManagement database completely, complete the following task.

1. On the server that hosts the QualityManagement database, launch and log in toMicrosoft SQL Server Management Studio.

2. In the left navigation pane, expand the Databases node and right-click SQMDB.

3. From the popupmenu, choose Delete.

The Delete Object window appears.

4. Select the Close existing connections check box and then clickOK.

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Backup and RestoreThere are two situationswhen you need to create a backup of QualityManagement data.

n Upgrading your system to the latest version of QualityManagement.

n Making a disaster recovery backup for QualityManagement data.

Quality Management Database Disaster RecoveryUse the Backup and Restore features available in theMicrosoft SQL Server ManagementStudio to back up and restore QualityManagement version databases.

The SQMDB database stores historical data and report data.

Back up the databases to a folder on the computer that hosts theMicrosoft SQL Server.

Note: After you back up theQualityManagement database, it is advisable to copy thebackup files to another location for safekeeping.

Backing Up the Databases

Use this task to back up your QualityManagement system.


2. Right-click the database name (SQMDB) under the Databases node.

A menu appears.

3. Choose Tasks > BackUp.

The Restore Database window appears.

4. Complete the fields and clickOK.

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Backup and Restore

Restoring the Database

Use this taskwhen you need to restore your QualityManagement system from the backup filesdue to a database corruption or some other problem.

1. CloseQualityManagement Administrator.

2. Stop the following services for QualityManagement:

n DB Cleaner service

n DB Proxy service

n MANA service

n Sync service

n Upload Controller service

n Network Recording service

n Monitor service

n Jetty on the Site Upload server and the base server

n MediaSense Subscription service


a. Right-click the database name (SQMDB) under the Databases node.

A menu appears.

b. Choose Tasks > Restore > Database.

The Restore Database window appears.

c. Complete the fields and clickOK.

4. Restart the services for QualityManagement you stopped in step 2.

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Documentation

DocumentationThe following documents contain additional information about QualityManagement.

n Cisco UnifiedWorkforce Optimization QualityManagement Application User Guide

n Cisco UnifiedWorkforce Optimization QualityManagement Administrator Guide

n Cisco UnifiedWorkforce Optimization QualityManagement Integration Guide for CADand Finesse

n Cisco UnifiedWorkforce Optimization Error Code Dictionary

n Cisco UnifiedWorkforce Optimization QualityManagement Server Installation Guide

n Cisco UnifiedWorkforce Optimization QualityManagement Troubleshooting Guide

n Cisco UnifiedWorkforce Optimization QualityManagement Release Notes

n Cisco UnifiedWorkforce Optimization Desktop RequirementsGuide

n Cisco UnifiedWorkforce OptimizationMedia Player User Guide

n Cisco UnifiedWorkforce Optimization Getting Started Guide

n Cisco UnifiedWorkforce Optimization Client Desktop Application Deployment Guide

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A

ACD database

upgrade rules 77

Active Directory 43

certificates 89

configuration guidelines 44

domain information 43

Active Directory Certificate Server(AD CS) 89

AD CS 89

SAN certificate feature 90

Administrator privilege 43

Administrators group 43

after installing 102

Agent Recording 53

Asian languages 50

AXL 45

B

backup 108

backup and restore 108

base server

changing 78

batang.tcc 50

before installing 38

before installing QM 38

C

CAD 102

Calibri 50

capacity guidelines

single base serverconfiguration 15

Voice Record server 13

CDR Configuration 56

Certificate Authority (CA) 82

certificate error 82

Certificate Signing Request(CSR) 84

certificates

Active Directory 89

commerical services 86

112

Index

Index: Chinese – HTTPS

managing 82

requirements 82

Chinese 49-50

Cisco Agent Desktop 102

CiscoMediaSense Recording 54

Cisco Unified CCX 32

Cisco Unified CM 31, 45

Cisco Unified CMAdministration 45

Citrix 56

Citrix server 100

client applications 100

client desktop application 35

client desktops

intermediate certificate 99

root certificate 99

cluster recording 54

commercial services 86

concurrent users 13

Configuration Setup 68

configured devices 54

CSR 84

D

database

restoring 109

upgrading 77

Default Instance 39

deploying client applications 56

deployment checklists 33

Desktop Experience 38

desktop requirements 24

disaster recovery 108

E

environment 10

event timestamps 10

expired certificate

commercial service 89

Expired certificate

AD CS 98

Extend Screen Recording 53

external storage 44, 80

F

FDQN 48

Finesse 82, 102

firewall requirements 24

Fully Qualified Domain Name(FDQN) 48

G

GatewayRecording 53

generating certificates

AD CS 91

commercial service 86

H

hard disk space requirements 18

HTTPS 82

113

Index: Informix JDBC Driver – operating environment

I

Informix JDBC Driver 55

installing 60

installing a patch

guidelines 65

installing latest patch 65

installing patch 64

installing QM 26, 33, 35, 60

installing service release 64

installing services

single server 60

intermediate certificate 99

introduction 8

IP address

limitations 85

IP phone BIB 46

J

Japanese 49-50

Jetty service 44, 67, 80

JTAPI 45

JTAPI user 31, 47

K

keytool.exe 82

Korean 49-50

L

limits 24

M

man-in-the-middle attack 82

managing certificates 82

Microsoft SQL server 38

Microsoft SQL Server 21, 23, 39

Express Edition 41

Express Editionconsiderations 42

installing 39

maintenance plans 40

requirements 20

roles 40

Standard Edition 41

Microsoft SQL Server Browser 41

Microsoft WindowsServer 38

guidelines 38

mingliu.tcc 50

MixedMode authentication 39

MPEG4 video 38

N

Named Instance 39

named users 13

network policies 43

Network Time Protocol (NTP) 10

O

ODBC Bridge 55

operating environment 11

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Index: optional features – Unicode font

optional features 36

P

planning ahead 26

point-based scoring 57

PolicyModules 91

PostInstall.exe 55, 68-69, 77

pre-installation checklists 26

preparing a site 26

ProxyHost 53

R

recordingmethods 56

Recording Thin Client

installing 100

recordings folder 54

references 110

removing 104

removing client desktopapplication 105

removing databases 106

reports logo 57

requirements

hard disk space 18

resiliency options 57

resource reservation 24

restore 108

roll back 66

root certificate 99

Russian 49-50

S

SAN certificate feature 90-91

security alert 82

self-signed certificate 82

server capacity guidelines 13

server hardware requirements 11

server operating systems 11

services

InstallationWizard 60

shares 24

Signed Certificate

updating 83

SNMP requirements 43

SOAP AXL 45

SQLBrowser Service 39

SQLCollations 39

storage calculator 19

supplemental language 49

sync service

stopping 77

system environment 10

system requirements 10

T

testing QualityManagement 37

U

Unicode font 49-50

115

Index: updatemode –Windows Terminal Services

updatemode 68, 77

UpdateMode 79

updatemoede

entering configuration data 77

upgrades 58

upgrading from previousversions 52

V

virtual server environment 23

VMware ESX 23

VMware ESXi 23

Voice Record server

capacity guidelines 13

voice recording

playing 56

VoiIP devices 54

W

WAV 17, 19-20, 38

WindowsServer 2008 38

WindowsServer 2012 38

WindowsSNMP Service 42

Windows Terminal Services 56

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