Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise
Table of contents
Loading...Avaya Deploying Harmony Workforce Optimization on Unified Contact Center Enterprise User Manual
Deploying Harmony Workforce
Optimization on Unified Contact Center
Enterprise
Release 5.3
Issue 2
May 2020
Contents
Chapter 1: Introduction............................................................................................................ 8
Purpose.................................................................................................................................. 8
New in this release.................................................................................................................. 8
Change history........................................................................................................................ 9
Prerequisites........................................................................................................................... 9
Chapter 2: Harmony Workforce Optimization overview...................................................... 10
Components......................................................................................................................... 10
Adapters............................................................................................................................... 13
Topology............................................................................................................................... 13
Deployment configurations..................................................................................................... 14
Signaling events.................................................................................................................... 15
Recording tone...................................................................................................................... 16
Agent profiles........................................................................................................................ 16
Secure Real-time Transport Protocol support........................................................................... 17
Chapter 3: Cisco Unified Contact Center Enterprise UCCE and Harmony Workforce
Optimization integration......................................................................................................... 18
Integration overview.............................................................................................................. 18
Integration scenarios............................................................................................................. 20
Redundancy and load balancing between UCM SIP trunks....................................................... 20
Chapter 4: Unified Communication Manager configuration............................................... 21
Configuration checklist........................................................................................................... 21
Configuring SIP UCM Recorder.............................................................................................. 22
Logging into Unified Cisco Communication Manager.......................................................... 22
Creating recording profile................................................................................................. 22
Creating trunk................................................................................................................. 23
Creating route group........................................................................................................ 23
Creating route list............................................................................................................ 24
Creating route pattern...................................................................................................... 24
Enabling BIB on selected phones..................................................................................... 25
Enabling ACR on selected phones.................................................................................... 25
Enabling BIB on a single phone........................................................................................ 26
Enabling ACR on a single phone...................................................................................... 26
Enable Redundancy or Load Balancing between UCM SIP Trunks...................................... 26
Enabling SIP options ping feature........................................................................................... 27
SIP Options Ping feature in Unified Communication Manager............................................. 27
Creating SIP profile with OPTIONS Ping enabled............................................................... 28
Applying SIP profile and SIP trunk security profile to the SIP trunk...................................... 29
Chapter 5: Deployment process............................................................................................ 30
Chapter 6: Planning and preconfiguration........................................................................... 31
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Contents
Planning checklist.................................................................................................................. 31
Configuration information....................................................................................................... 31
Signaling and Automatic Call Distribution information......................................................... 31
Harmony Workforce Optimization installation information.................................................... 32
Configuration tools and utilities............................................................................................... 35
Hardware requirements......................................................................................................... 36
Software requirements........................................................................................................... 42
Network requirements............................................................................................................ 45
Preinstallation checklist.......................................................................................................... 46
Assigning metrics to the Network Interface Cards.............................................................. 47
Registering for PLDS....................................................................................................... 48
Downloading software from PLDS.................................................................................... 48
Installing JTAPI client....................................................................................................... 49
Chapter 7: Deployment........................................................................................................... 51
Single box installation............................................................................................................ 51
Installing Harmony Workforce Optimization ....................................................................... 51
Harmony Workforce Optimization multibox installation.............................................................. 57
Installing Harmony Workforce Optimization ....................................................................... 58
Chapter 8: Configuration........................................................................................................ 65
Configure browser settings for SSL......................................................................................... 65
Configuring settings for Internet Explorer........................................................................... 65
Configuring settings for Google Chrome............................................................................ 66
Configuring settings for Mozilla Firefox.............................................................................. 67
Configure log values.............................................................................................................. 68
Modifying default values for logs....................................................................................... 68
Configure SysAdmin.............................................................................................................. 68
Logging on to SysAdmin.................................................................................................. 68
Importing the license file.................................................................................................. 69
Configuring Harmony for hosted or premise deployments .................................................. 69
Adding tenants................................................................................................................ 70
Adding tenant details....................................................................................................... 71
Adding contact details...................................................................................................... 72
Adding users................................................................................................................... 72
Configuring license details............................................................................................... 73
Mapping assets............................................................................................................... 74
Adding storage drive for Windows..................................................................................... 75
Adding storage drive for Amazon S3................................................................................. 77
Mapping storage drives.................................................................................................... 80
Viewing tenant summary.................................................................................................. 81
Modifying tenant status.................................................................................................... 81
Configure parameters for Unified Contact Center Enterprise UCCE on United Communication
Manager............................................................................................................................... 82
Configuring component parameters.................................................................................. 83
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Contents
Performing bulk actions................................................................................................... 84
Configure dynamic parameter for Unified Contact Center Enterprise UCCE on Unified
Communication Manager....................................................................................................... 91
Configuring dynamic parameters for the recorder............................................................... 93
Configuring cluster for SIP adapter................................................................................... 95
Configuring tenant for SIP adapter.................................................................................... 96
Configuring dynamic parameters for adapter..................................................................... 97
Restarting the components............................................................................................... 99
Configure the node name for DNS deployments.................................................................... 100
Node name configuration checklist ................................................................................. 100
Stopping the Harmony Workforce Optimization components............................................. 100
Changing the node name............................................................................................... 100
Starting the Harmony Workforce Optimization components............................................... 101
Configuring component parameters................................................................................ 102
Restarting the Harmony Workforce Optimization components........................................... 102
Configure Secure Real-time Transport Protocol..................................................................... 103
Configuring Recorder parameters for SRTP..................................................................... 103
Configuring Media Manager parameters for SRTP........................................................... 103
Configuring SIP adapter parameters for SRTP................................................................. 104
Configure concurrent call recording....................................................................................... 104
Configuring parameters for concurrent call recording........................................................ 104
Install and configure the Screen Capture and Desktop Monitor applications............................. 105
Overview...................................................................................................................... 105
Screen update overview................................................................................................. 106
Installing the Screen Capture application......................................................................... 109
Installing Screen Capture and Desktop Monitor applications............................................. 110
Screen Capture and Desktop Monitor field descriptions..................................................... 111
Installing and configuring the Screen Capture application using MSI packager................... 112
Verifying the Screen Capture application logs.................................................................. 113
Uploading the Screen Capture application logs................................................................ 113
Verifying the agent login................................................................................................. 114
Uninstalling the Screen Capture and Desktop Monitor applications.................................... 115
Configuring Screen Capture parameters ......................................................................... 115
Configure the Desktop Monitor application....................................................................... 119
Install the Screen Capture application on a terminal service server.......................................... 122
Enabling Windows RDS compatibility.............................................................................. 122
Installing the Screen Capture application through command line....................................... 122
Uninstalling the Screen Capture application through command line method....................... 123
Installing the Screen Capture application through GUI ..................................................... 124
Uninstalling the Screen Capture application using the GUI method.................................... 124
Configure speech................................................................................................................ 125
Speech overview........................................................................................................... 125
Configuring Speech parameters..................................................................................... 125
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Contents
Speech parameters....................................................................................................... 126
Configuring Speech Media Manager drive....................................................................... 127
Limitations.......................................................................................................................... 128
Chapter 9: Administration.................................................................................................... 129
Administration checklist....................................................................................................... 129
Setting passwords for services.msc components................................................................... 130
Starting the Harmony Workforce Optimization web application ............................................... 130
Maintenance....................................................................................................................... 131
Backup and restore....................................................................................................... 131
Taking a backup of the server data.................................................................................. 131
Restoring the data......................................................................................................... 132
Taking a backup of the database files.............................................................................. 133
Restoring the database files........................................................................................... 134
Running the installer in maintenance mode..................................................................... 134
Server maintenance activities......................................................................................... 135
Database maintenance activities.................................................................................... 136
Component maintenance activities.................................................................................. 137
Infrastructure maintenance activities............................................................................... 137
Server restart maintenance activities............................................................................... 139
Certificate management....................................................................................................... 140
Replacing self-signed certificates with CA-signed SSL certificates..................................... 140
Chapter 10: Postinstallation verification............................................................................ 142
System verification checklist................................................................................................. 142
Starting the SysAdmin service.............................................................................................. 142
Logging on to SysAdmin...................................................................................................... 143
Starting the web application service...................................................................................... 143
Logging on to Harmony Workforce Optimization .................................................................... 143
Verifying Harmony Workforce Optimization service logs.......................................................... 144
Component log verification................................................................................................... 145
Log Manager log messages........................................................................................... 145
Media Manager log messages........................................................................................ 145
Messaging log messages............................................................................................... 145
Process Checklist log messages.................................................................................... 146
Packet Sniffer log messages.......................................................................................... 146
Recorder log messages................................................................................................. 147
Chapter 11: Post configuration verification....................................................................... 149
Checklist............................................................................................................................. 149
SIP adapter log verification................................................................................................... 149
Cisco adapter log verification................................................................................................ 150
Recorder log verification...................................................................................................... 150
Chapter 12: High Availability and Redundancy implementation...................................... 152
High availability and redundancy.......................................................................................... 152
Configuring database redundancy........................................................................................ 154
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Contents
Creating the Windows 2012 cluster................................................................................. 154
Installing and configuring SQL Server 2016 basic availability group................................... 158
Configuring web application server redundancy..................................................................... 161
Configure the first instance of the web application on a server.......................................... 161
Configure the second instance of the web application on the same server......................... 163
Configuring the Apache load balancer............................................................................. 166
Starting the Harmony Workforce Optimization components............................................... 168
Configuring High Availability........................................................................................... 168
Configuring recorder redundancy.......................................................................................... 170
Overview...................................................................................................................... 170
Configuring Recorder parameters for high availability....................................................... 171
Configuring Messaging parameters for high availability..................................................... 171
Configuring dynamic parameters for the recorder............................................................. 172
Dynamic recorder parameter configuration values for high availability................................ 173
Configuring screen capture redundancy................................................................................ 174
High Availability support for the Screen Capture application.............................................. 174
Configuring high availability for Screen Capture............................................................... 175
Starting the Screen Capture service................................................................................ 176
Chapter 13: Load balancing implementation..................................................................... 177
Overview............................................................................................................................ 177
Configuring load balancing parameters for Recorder.............................................................. 178
Configuring dynamic parameters for the recorder................................................................... 179
Dynamic recorder parameter configuration values for load balancing....................................... 179
Configuring load balancing parameters for SIP adapter.......................................................... 182
Configuring load balancing parameters for Cisco adapter....................................................... 183
Chapter 14: Troubleshooting............................................................................................... 185
Emails are not delivered to recipients.................................................................................... 185
Interaction playback fails...................................................................................................... 186
Failed to join the instance NODE2 to the availability group AG1.............................................. 187
Interaction playback issues.................................................................................................. 188
Unable to view components in SysAdmin when installing through maintenance mode............... 188
Services disappear from Windows console when Harmony Workforce Optimization installer is
run and closed in maintenance mode.................................................................................... 189
Install or upgrade program fails............................................................................................ 190
Chapter 15: Resources......................................................................................................... 191
Documentation.................................................................................................................... 191
Support.............................................................................................................................. 193
Appendix A: Parameter descriptions.................................................................................. 194
Component parameter descriptions...................................................................................... 194
Log Manager parameters............................................................................................... 194
Process checklist parameters......................................................................................... 195
Packet Sniffer parameters.............................................................................................. 196
System Administration parameters.................................................................................. 198
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Contents
Analytics parameters..................................................................................................... 201
Webapp parameters...................................................................................................... 202
Adapter parameter descriptions............................................................................................ 203
SIP adapter parameters................................................................................................. 203
Cisco adapter parameters.............................................................................................. 204
Recorder parameters..................................................................................................... 207
Messaging parameters.................................................................................................. 212
Media manager parameters........................................................................................... 214
Appendix B: IP address update process............................................................................ 218
Overview............................................................................................................................ 218
Updating database server IP address................................................................................... 218
Running scripts on the hosted database................................................................................ 219
Running scripts on the tenant database................................................................................. 220
Updating web server IP address........................................................................................... 221
Updating Apache server IP address...................................................................................... 221
Updating IP address for components.................................................................................... 225
Parameter configuration for IP address update................................................................ 225
Updating dynamic parameters for components...................................................................... 227
Dynamic parameter configuration for IP address update................................................... 227
Updating IP address of the Screen Capture application.......................................................... 228
Changing the host data IP address....................................................................................... 228
Updating IP address for Harmony Workforce Optimization ..................................................... 229
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Chapter 1: Introduction
Purpose
This document contains the checklist and procedures for the installation, configuration, initial
administration, and basic maintenance of Harmony Workforce Optimization on Unified Contact
Center Enterprise UCCE and Unified Communications Manager (UCM) .
New in this release
Avaya IX™ Workforce Engagement SelectHarmony Workforce Optimization release 5.3 supports
the following new features and enhancements:
• New Reports:
- Calibration Details report: Provides information on how each reviewer evaluated the
interaction and by how much did the criterion score differ from the moderator's evaluation.
- Appeals Summary report: Provides details on the appeal that was raised, the specific
criteria against which the employee raised the appeal, and the recommendation and
comments of the parties involved in the appeal workflow.
- Speech Transcription report: Displays the list of transcribed interactions based on the
filters you choose while generating the report.
• Inactive Account Lockout: Administrators can configure user accounts to be locked
automatically once the configured days of inactivity are reached.
• System Notifications: Users can unsubscribe from all system notifications.
• SNMP Version 3 is supported.
• DMCC split recordings with Multiple Registrations method is supported.
• Record call on hold: Administrator can enable this parameter to allow record calls on hold.
• Enable channel based licensing: Administrator can enable this parameter to count licenses
based on active calls.
• Windows Server 2019 is supported.
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Change history
The following changes are part of this issue:
Issue Date Summary of changes
1.1 August 2020 In Software requirements table:
• Windows Server 2019 is added
• Windows 7 and Windows 8 are removed
• Citrix 2019 is added
Prerequisites
Before deploying Harmony Workforce Optimization, ensure that you have the following
knowledge, skills, and tools:
Knowledge
Change history
• Spanning or Port Mirroring
• Telephony Platforms such as Unified Communication Manager
• Automatic Call Distribution such as Unified Contact Center Enterprise UCCE.
Skills
• How to execute SQL scripts and queries.
• How to validate logs.
• How to run switch commands for spanning or port mirroring.
Tools
• Wireshark
• Notepad ++
• MIB Browser
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Chapter 2: Harmony Workforce
Optimization overview
Harmony Workforce Optimization is a web-based suite of tightly integrated tools designed to
enhance and improve all aspects of your contact center operations and performance. This solution
is easy to implement, maintain, and manage in a variety of contact center deployment models such
as centralized contact centers, distributed branches, and work-at-home agents.
Harmony Workforce Optimization provides the following functionality:
• Offers the ultimate workforce optimization functionality and flexibility to contact centers.
Harmony Workforce Optimization provides contact center staff and businesses with scalable
applications that synchronize and unify the entire workforce, regardless of the VoIP
architecture.
• Has sophisticated yet easy-to-use monitoring, recording, quality assurance, reporting, and
analytic features. Harmony Workforce Optimization provides the contact center management
and agents alike with all the tools necessary to effectively manage the entire agent life cycle
process.
Components
Name
Log Manager Collects and zips log data into a single zip file to debug issues and
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Description
fetches packet dumps from the Packet Sniffer component. You can
configure the period for which you want to maintain the zipped files.
Table continues…
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Components
Name Description
Media Manager Manages media files for conversion, encryption, storage, video
generation, download, and compression. Media manager comprises
of the following components:
• Converter: Retrieves audio recordings that are in G.711, G722,
and G.729 codec from storage and converts them to browser
media player-friendly formats such as WAV/MP4/M4a. The
conversion is done based on the call codec or mixed codec call
recorded.
• Encryption Decryption (ED) Service: Encrypts and decrypts
recorded calls. Recorder sends a message to ED Service to
encrypt and move the call to local storage. From the 256–bit keys,
ED Service randomly selects one key and encrypts the call. The
pass phrases used for generating the keys are stored in an
encrypted format in the database. ED Service zips the fwd, bwd,
and inf files into one compressed file and screens into another
compressed file. Then ED Service encrypts these compressed
files.
• Storage Manager: Archives, copies, moves, compress, and
deletes calls and screens across physical locations. You can
define storage rules as per your requirements. For example, you
can specify retention periods, storage locations, clients, sites,
groups, employees, ANI number, DNIS number, call duration, and
call hold duration.
• Video Generator: Processes requests to download calls with
screens in MP4 and M4a (only audio without screens) format. The
component checks for requests in the database, processes the
same by mixing both audio and video files, and then saves them
for download in MP4 format.
• G729 Compressor: Retrieves G.711 and G.722 calls from storage
and compresses them to G.729 format to reduce storage size.
• External Call Playback: Converts the external calls in the following
formats to PCM Wav file for call playback in Harmony Workforce
Optimization
- Wav-G711 u law stereo and mono
- Wav-G711 a law stereo and mono
- Wav-G726 mono and stereo
- Wav-G729 mono and stereo
- Mp4 h264 mono and stereo
- M4a AAC mono and stereo
Table continues…
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Harmony Workforce Optimization overview
Name Description
Messaging Acts like a proxy between the Recorder and Screen component.
The Recorder directly interacts with the Messaging component
which in turn checks for bandwidth availability and accordingly
processes screen requests.
Integrates with Customer Relationship Management (CRM)
applications to receive different types of HTTP events. The
component captures additional customer information such as Credit
Card details and passes the information to the Recorder for
processing.
Enables provisioning synchronization of agents and supervisors in
Harmony Workforce Optimization.
Process Checklist Monitors all components and checks if the processes are running.
Process Checklist sends appropriate alerts and restarts the services
that are not running.
Packet Sniffer Sniffs Network Interface Card (NIC) data and saves them as files for
debugging. Packet sniffer writes all the received packets into local
files along with a timestamp. You can limit the storage consumed by
specifying the file size and the number of files before wrapping. You
can also upload the sniffed packets to a central location.
Recorder Records interactions based on events received from RTP and CTI
information and chat, email, and SMS based on events received
from CTI information. The recorder uses adapters to receive
signaling and media from phones. The recorder receives Automatic
Call Distribution (ACD) information from other Harmony Workforce
Optimization components.
Web Application Provides an interface that allows users to monitor live interactions,
playback recorded interactions, perform quality evaluations on agent
interactions, and supports quiz, coaching, and report functionalities.
SysAdmin Provides an interface to manage tenants, configure parameter
values for components and adapters, and monitor alerts.
Screen Capture Runs on Agent desktop and captures screens during an interaction.
Screens are uploaded to the server and tagged to an interaction.
Adapters Connects to Automatic Call Distributors and PBXs to provide voice
streams, call signaling, dialer, agent information, chat, email, and
SMS. Different adapters are used in the respective Harmony
Workforce Optimization deployment configurations.
The Harmony Workforce Optimization Recorder receives data from
the adapters and annotates the interaction entries in the database
along with the metadata.
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Adapters
Adapters connect to Automatic Call Distributors and PBXs to provide voice streams, call signaling,
dialer, and agent information.
Description
Cisco adapter Used to connect to Unified Contact Center Enterprise server to receive
voice streams and send voice streams to the Recorder.
SIP adapter Used to connect to Unified Contact Center Enterprise server to send
call signalling and agent information to the Recorder.
Topology
The following diagram shows the high-level topology for deploying Harmony Workforce
Optimization:
Adapters
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Harmony Workforce Optimization overview
Deployment configurations
Harmony Workforce Optimization supports the following deployment models:
• Single site, single server
• Single site, multiple servers
• Multiple sites, multiple servers
Harmony Workforce Optimization scales from single site environments to distributed multisite
enterprises. Harmony Workforce Optimization also supports multiple accounts across multiple site
configuration models where recorded interactions are stored at individual sites or a central
repository.
Single Site, Single Server
In a single site deployment model, all users are located within the same physical location. A typical
single site, single server deployment implements all the necessary components such as storage,
database, application, and recording servers using one server. This deployment is cost-effective
for organizations with limited hardware budgets.
The single site, single server deployment contains a single server where all necessary
components are installed. Components for recording, monitoring, web application, database,
storage, and reporting are all plugged into the network’s data switch. Voice traffic is captured in the
server through port spanning and switch configuration. You can capture interactions between
agents and customers. If needed, you can also monitor agent-to-agent conversations by spanning
each individual agent phone to Harmony Workforce Optimization.
Single Site, Multiple Servers
A single site, multiserver deployment can accommodate as many users as required by distributing
the server components across multiple physical servers. Typically, separate physical servers exist
for the application, database, and recording components.
In a single site, multiple servers deployment model, the Harmony Workforce Optimization server is
linked to the data switch of the network through the Voice NIC configured on the server. The
switch is configured to copy all voice traffic to the Harmony Workforce Optimization server through
the use of port spanning.
Multiple Sites, Multiple Servers
In a multiple sites, multiple servers deployment model:
• Agents are spread across multiple geographical locations.
• Multiple instances of recording, monitoring, and storage services are installed to scale to
handle larger number of agents.
• Only one instance of the web application and database is installed.
• All the services are split and deployed across multiple physical server spread across multiple
geographical locations.
The number of agents that a multisite environment can handle depends on the underlying network
infrastructure such as routers used and available bandwidth.
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Signaling events
Harmony Workforce Optimization supports different environments for recording interactions.
However, the primary requirement for any environment is to capture signaling events. You can
successfully trace every interaction if you capture the following signaling events:
• Call signaling events for voice transactions
• Media stream events
• Automatic Call Distribution (ACD) signaling and external call variables to tag interaction to
agents as per business rules
Call signaling for voice
Call signaling triggers the following events:
• Offhook event gets triggered when the phone goes off hook and a dial tone is heard.
• Connected event gets triggered when the call is answered.
• Hold event gets triggered when the agent puts the call on hold.
• Resume event gets triggered when the agent resumes the on-hold call.
Signaling events
• Onhook event gets triggered when the receiver is put down or when the call ends.
• Transfer Info event gets triggered when the agent does a blind or consultation transfer to a
supervisor or another agent. The recorder receives the event from the adapter.
• Conference Info event gets triggered when the agent starts a conference between a
customer and a supervisor or another agent. The recorder receives the event from the
adapter.
• RTP Started Info event provides information about the IP address and ports of the local and
remote phones to the recorder.
• Phone extension information is sent to the recorder by adapter to provide IP phone extension
mapping.
• Call information is sent to the recorder by adapter to provide called party, calling party, and
call direction.
• Voice stream information is sent to the recorder by adapter to provide media end point
information.
• SNMP events for getting IP address in SPAN based recording.
ACD signaling and external call variables
The Harmony Workforce Optimization recorder needs the agent information and external call
variables to tag an interaction with the agent who is handling the interaction. The recorder tags
each interaction with the business data that the agent enters in the desktop tools for each
interaction. Agent login, agent logout, ACD information or extended call info, and wrapup data are
the events that the recorder tags.
Passive recording
Passive recording is a recording method used for IP recording deployments to capture voice
transmission or RTP through a network spanning configuration also known as port mirroring. The
call events and RTP stream are mirrored directly to the recording server. However, the network
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Harmony Workforce Optimization overview
switch must support port mirroring capabilities. There are no additional PBX licenses required. IP
recording or passive recording cannot be used for analog or digital extension.
Harmony Workforce Optimization recorder uses SPAN to get voice and adapter to get call
signaling and agent information.
Active recording
Active recording, also known as Conference Mode Recording, conferences the agent call to the
recording server. The recording system captures voice transmission by integrating with specific
PBX models. You might need to get additional PBX licenses. Active recording does not require
port mirroring and supports end points such as analog or digital.
Harmony Workforce Optimization uses PBX to get voice streams and passes the voice streams to
the recorder for recording an interaction. Harmony Workforce Optimization uses adapter to get
agent information and call signaling.
Harmony Workforce Optimization allows call recording for Digital or Analog stations.
Recording tone
Recording tone is a feature that inserts a tone in the audio stream to indicate that a call is being
recorded. Harmony Workforce Optimization supports the recording tone feature for Unified
Contact Center Enterprise on Unified Communications Manager active recording deployments.
Agent profiles
Based on the signaling event, the recorder tags an interaction with the agent ID or extension. Skill
calls are assigned to an agent ID, whereas extension or directory number (DN) calls are assigned
to an extension. When an agent takes a call by logging into the phone, the call gets assigned to
the agent ID. If an agent takes calls on an extension or DN without logging into the phone, the call
gets assigned to the extension.
If an agent profile is configured for 100% recording and if the extension or DN is configured for on
demand segment recording, then the agent profile takes priority. However, if the agent has not
logged in to the phone or if the agent profile is configured for fixed seating, then the extension or
DN takes priority.
You can configure agent profiles for fixed seating and free seating in Harmony Workforce
Optimization.
Fixed Seating
In a fixed seating environment, an agent is allocated an extension. The agent can log in to only
that extension with the individual agent ID. To implement fixed seating in Harmony Workforce
Optimization, the Recording Settings for an employee profile must have the extension or DN.
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Secure Real-time Transport Protocol support
Free Seating
In a free seating environment, an agent can log in to any extension using the individual agent ID.
To implement free seating in Harmony Workforce Optimization, you must configure two employee
profiles and the Recording Settings must specify the following:
• The agent ID in one of the employee profiles
• The extension or DN in the other employee profile
Secure Real-time Transport Protocol support
The Secure Real-time Transport Protocol (SRTP) is a Real-time Transport Protocol (RTP) profile,
intended to provide encryption, message authentication and integrity, and replay attack protection
to RTP data in both unicast and multicast applications.
Harmony Workforce Optimization integration with Unified Contact Center Enterprise UCCE on
Unified Communications Manager supports SRTP. The table below lists the value you must
configure for parameters in the Recorder, Media Manager, and SIP adapter to enable SRTP.
Componen
ts or
Adapters
Recorder SecureSIPTrunkEnab
Media
Manager
SIP
adapter
Parameters Value Description
led
SecureSIPTrunkEnab
led
SIPListenPort
SIPMessageHeaderT
racing
SecureSIPTrunkEnab
led
SSLCertFileName
SSLPrivateKeyFileNa
me
True
True
5061
True
True
Harmony_ce
rt.pem
Harmony_pr
ivatekey.p
em
To enable SRTP recording. The default value is
False.
To enable SRTP recording. The default value is
False.
To configure the secure SIP listen port. The default
value is 5060.
To enable log tracing. The default value is False.
To enable secure SIP trunk for SRTP recording. The
default value is False.
To configure the SSL certificate file name. The
default value is Harmony_cert.pem.
Ensure that you place the same file in the SIP
adapter working directory.
To configure the SSL private key file name. The
default value is Harmony_privatekey.pem.
Ensure that you place the same file in the SIP
adapter working directory.
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Chapter 3: Cisco Unified Contact Center
Enterprise UCCE and Harmony
Workforce Optimization
integration
Cisco Unified Contact Center Enterprise UCCE delivers intelligent contact routing, call treatment,
network-to-desktop computer telephony integration (CTI), and multichannel contact management
over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with
IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact
center infrastructure.
Harmony Workforce Optimization integration with Cisco is full featured and supports Cisco UCCE.
The recording architecture can support up to 750 (G729) and 450 (G711/G722) concurrent calls on
a standalone recording server and thousands of users in multi-server environments. Organizations
can also set up custom recording rules to accommodate shift-based, ANI-based, call type-based, or
agent-based.
Cisco Unified Communications Manager (UCM) is an IP-based communications system integrating
voice, video, data, and mobility products and applications. It enables more effective, secure
communications and can transform the way in which we communicate.
Note:
Unified Contact Center Enterprise UCCE on UCM deployments do not support SRTP.
Integration overview
Harmony Workforce Optimization 5.2.3 supports integration with Unified Contact Center
Enterprise UCCE on Unified Communications Manager UCM for the following deployments:
• UCCE on UCM active recording
• UCCE on UCM passive recording
Agent and extension based active recording
The Harmony Workforce Optimization Recorder uses SIP adapter to get voice and Cisco adapter
to get call signaling information, agent information and business data. The Cisco adapter filters the
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Integration overview
events received from the UCCE server and sends the required set of events to the Recorder in a
format that the Recorder understands. SIP adapter sends requests to UCM for RTP information.
The Cisco UCM uses Java Telephony Application Interface (JTAPI) to receive telephony device
state events from Cisco TAPI TSP. The audio is then redirected from the device’s Built-in-Bridge or
Cisco Unified Border Element to the Harmony Workforce Optimization call recording application
via a SIP trunk.
The call comes from the PSTN to Cisco UCM. The CiscoUCM routes the call to Cisco UCCE. The
Cisco UCCE queues the call to the respective skill. After an agent is available for that skill, the call
is routed to the agent. The agent receives a call on the UCCE agent UI and on its corresponding
deskphone registered with UCM. The call traverses through a layer 2 switch to the IP phones. The
Cisco UCCE sends the Automatic Call Distribution (ACD) related information and agent login and
logout information to the Harmony Workforce Optimization Recorder through Cisco adapter. Call
signaling-related information is sent by UCM to Harmony Workforce Optimization Recorder using
the Cisco adapter.
For active recording, you must:
• Connect the recorder to a Cisco adapter and SIP adapter.
• Configure parameters for call signalling, agent information, and business variables in Cisco
adapter.
• Configure parameters for voice stream in SIP adapter.
Agent and extension based passive recording
The Harmony Workforce Optimization Recorder uses SPAN to get voice and Cisco adapter to get
call signaling information, agent information and business data. The Cisco adapter filters the
events received from the UCCE server and sends the required set of events to the Recorder in a
format that the Recorder understands. One or more CTI clients exchange information with a
UCCE system.
The call comes from the PSTN to Cisco UCM. The Cisco UCM routes the call to Cisco UCCE. The
Cisco UCCE queues the call to the respective skill. After an agent is available for that skill, the call
is routed to the agent. The agent receives a call on the UCCE agent UI and on its corresponding
deskphone registered with UCM. The call traverses through a layer 2 switch to the IP phones. The
Cisco UCCE sends the Automatic Call Distribution (ACD) related information and agent login and
logout information to the Harmony Workforce Optimization Recorder through Cisco adapter. Call
signaling-related information is sent by UCM to Harmony Workforce Optimization Recorder using
the Cisco adapter.
For passive recording, you must:
• Connect the recorder to a Cisco adapter.
• Configure parameters for call signalling, agent information, and business data in Cisco
adapter.
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Cisco Unified Contact Center Enterprise UCCE and Harmony Workforce Optimization integration
Integration scenarios
Deployments Automatic
Call
Distributor
UCCE on UCM UCM Active SIP adapter Cisco
Recording
type
Passive SPAN Cisco
Voice
stream
events
Call
signaling
adapter
adapter
Agent login
information
Cisco
adapter
Cisco
adapter
Business
call
variables
Cisco
adapter
Cisco
adapter
Redundancy and load balancing between UCM SIP trunks
The primary advantage of distributed trunking is inherent redundancy and load distribution. To
achieve redundancy and load balancing between UCM SIP trunks, ensure you perform the
following tasks:
• Create two recording profiles, primary and secondary, with different destination addresses.
• Create two SIP trunks, route groups, route lists; one as primary and the other as secondary.
• Add the SIP trunks to the route groups. Add the primary SIP trunk to the primary route group
and the secondary SIP trunk to the secondary route group. Ensure each route group has only
one SIP trunk.
• Assign each SIP trunk with the SIP adapter application machine IP address.
• Add both the (primary and secondary) route groups to both the route lists. When you add the
primary and secondary route groups to the primary route list, the order must have the primary
route group first and the secondary route group next However, when you add the primary and
secondary route group to the secondary route list, the order must have the secondary route
group first and the primary route group next.
Note:
If only redundancy is required, do not create the second route list. However, ensure you
add both the route groups to the route list.
• Add the route lists to the route patterns. Add the primary route list to the primary route pattern
and the secondary route list to the secondary route pattern. Ensure each route pattern has
only one route list.
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Chapter 4: Unified Communication Manager
configuration
Configuration checklist
No. Task Reference Notes
1 Configure SIP Unified
Communications Manager
(UCM) Recorder using the
following tasks:
• Create recording profile.
• Create trunk.
• Create route group.
• Create route list.
• Create route pattern.
• Enable built-in-bridge on
selected phones.
• Enable ACR on selected
phones.
• Enable built-in-bridge on
single phones
• Enable ACR on single
phone.
• Enable redundancy and
load balancing between
UCM SIP trunks.
See:
• Creating recording
profile on page 22
• Creating trunk on
page 23
Creating route
•
group on page 23
Creating route list on
•
page 24
• Creating route
pattern on page 24
• Enabling BIB on
selected phones on
page 25
Enabling ACR on
•
selected phones on
page 25
• Enabling BIB on a
single phone on
page 26
Enabling ACR on a
•
single phone on
page 26
Enable Redundancy or
•
Load Balancing
between UCM SIP
Trunks on page 26
Table continues…
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Unified Communication Manager configuration
No. Task Reference Notes
2 Enable SIP Options Ping
feature.
3 Span the traffic between the
PBX or Media Server and
phones. Connect the traffic to
one of the NIC cards in
promiscuous mode on the
recording server.
Configuring SIP UCM Recorder
Logging into Unified Cisco Communication Manager
Procedure
1. Open the Unified Cisco Communication Manager interface in a web browser.
2. Accept the Certificate.
3. Log in the system using the username and password.
Creating recording profile
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Device > Device Settings > Recording Profile.
3. Click Add New to create a new recording profile and do the following:
a. Enter a name for the recording profile.
b. Select a Recording Calling Search Space that matches with the Cisco IP Phone DN
on which the BIB and ACR are enabled.
c. Enter a Recording Destination Address. For example, 66666 or 77777.
4. Click Save to save the recording profile.
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Creating trunk
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Device > Trunk > Add New.
3. On the Trunk Configuration page, in the Trunk Information section, configure the following:
a. For Trunk Type, select SIP Trunk.
b. The Device Protocol is auto populated to SIP with the Trunk Type selection.
c. Leave the Trunk Service Type to None (Default).
4. Click Next.
5. In the Device Information section, configure the following fields:
a. For Device Name, type the name of the device.
b. Foe Device Pool, select the required device pool.
Configuring SIP UCM Recorder
6. In the Inbound Calls section, select the Calling Search Space that matches with the
Recording Profile you created earlier.
7. In the SIP Information section, configure the following:
a. For Destination Address, type the IP address of the recording server.
b. For high availability, add another Destination Address and type the IP address of the
failover recorder server.
c. For Destination Port, type 5060 for RTP and type 5061 for SRTP.
8. Click Save to save the Trunk configuration.
Creating route group
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Call Routing > Route/Hunt > Route Group.
3. Click Add New to create a new route group.
4. On the Route Group Configuration page, in the Route Group Information section, configure
the following:
a. Type a Route Group Name.
b. Select the Distribution Algorithm.
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Unified Communication Manager configuration
5. In the Route Group Member Information section, configure the following:
Select the SIP trunks from the Available Devices and add to Current Route Group
Members by clicking Add to Route Group.
The SIP trunks you added are displayed in the Selected Devices field.
6. Click Reverse Order of Selected Devices to reorder the SIP Trunks based on your
requirement.
7. Click Save.
Creating route list
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Call Routing > Route/Hunt > Route List > Add New.
3. For the Name field, type a name for the route list.
4. For the Description field, type a description for the route list.
5. For the Cisco Unified Communications Manager Group field, select Default.
6. Click Save.
The Route List Member Information section appears.
7. Click Enable this Route List (change effective on Save; no reset required).
8. In the Route List Member Information section, click Add Route Group.
The Route List Detail Configuration page appears.
9. Select the desired Route Group from the Route Name drop-down list.
10. Click Save.
Creating route pattern
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Call Routing > Route/Hunt > Route pattern > Add New.
3. Configure the same route pattern that you gave in Recording Profile > Recording
Destination field while creating the recording profile.
4. Select an appropriate Route Partition.
5. Enter a description for the route pattern.
6. In the Gateway/Route List drop-down, select the SIP trunk that you configured earlier.
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7. For the Route Option field, select Route this pattern.
8. Click Save.
Enabling BIB on selected phones
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Bulk Administration > Phone > Update Phones > Query.
3. Filter your search criteria by Device Name and click Find.
4. Select the phone records for which you want to enable BIB and then, click Next.
5. In the Device Information section, set Built in Bridge to On.
6. In the Job Information section, select any one of the following options:
• Run Immediately
• Run Later
Configuring SIP UCM Recorder
7. Click Submit to save the changes.
Enabling ACR on selected phones
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Bulk Administration > Phones > Add/Update Lines > Update Lines.
3. Filter your search criteria based on the Directory Number and click Find.
4. Select the phone Directory Number records for which you want to enable ACR and then,
click Next.
5. In the Line null on Device null section, configure the following:
a. For the Recording Option field, select Automatic Call Recording Enabled.
b. For the Recording Profile filed, select the recording profile you created earlier.
6. In the Job Information section, select any one of the following options:
• Run Immediately
• Run Later
7. Click Submit to save the changes.
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Unified Communication Manager configuration
Enabling BIB on a single phone
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Device > Phone.
3. Filter your search criteria based on Directory Number and click Find.
4. Click on the Device Name to go to the Phone Configuration page.
5. In the Device Information section, set Built in Bridge to On.
6. Click Save.
7. Click Reset.
Enabling ACR on a single phone
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Navigate to Device > Phone.
3. Filter your search criteria based on Directory Number and click Find.
4. Click on the Device Name to go to the Phone Configuration page.
5. In the Association section on the left pane, click on the directory number link.
6. In the Line (x) on Device (x) section, configure the following:
a. For the Recording Option field, select Automatic Call Recording Enabled.
b. For the Recording Profile filed, select the recording profile you created earlier.
7. Click Save.
8. Click Reset.
Enable Redundancy or Load Balancing between UCM SIP Trunks
Procedure
1. Log in to the Unified Cisco Communication Manager interface.
2. Create two recording profiles primary and secondary with different destination addresses.
3. Create two SIP Trunks, Route Groups and Route Lists as primary and secondary.
While adding trunks to the route groups, add the primary SIP Trunk to the primary Route
Group and secondary SIP Trunk to the secondary Route Group such that each route group
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Enabling SIP options ping feature
has only one SIP trunk. Each SIP Trunk is assigned with a UCM Recorder application
machine IP.
While adding route groups to the route lists, add both the route groups to both the route
lists but in reverse order. Suppose, you have added both route groups to primary route list
in order like first one to be primary route group and next one to be secondary route group.
The secondary route list must have reverse order like first one to be secondary route group
and next one to be primary route group. This must be done if redundancy and load
balancing is required.
Note:
If only Redundancy is required, do not create the second route list. But you need to
add both the route groups to the first route list as specified earlier..
4. Configuring the Route lists in the Route pattern similarlt. Each route pattern allows only
one route lists.
Enabling SIP options ping feature
SIP Options Ping feature in Unified Communication Manager
The Cisco Unified Communication Manager (CUCM) 8.5 version onwards support the SIP
OPTIONS Ping feature. This feature is introduced to allow quick fail over and the status report
OPTIONS message is sent to the remote destination peer periodically. Response from the remote
destination peer decides if new INVITE is sent to it In SIP Profile. Enabling the SIP OPTIONS Ping
feature is recommended for all SIP trunks because it allows UCM to track trunk state dynamically
rather than determining trunk destination state on a per-node, per-call, and time-out basis. Only
SIP trunk with default type as None(default), supports this feature
The SIP OPTIONS Ping feature can be enabled on the SIP Profile associated with a SIP trunk to
dynamically track the state of the trunk's destination(s). When this feature is enabled, each node
running the trunk's SIP daemon periodically sends an OPTIONS Request to each of the trunk's
destination IP addresses to determine if the request has reached the destination and sends calls
only to reachable nodes.
A destination address is considered to be out of service if the destination address:
• Fails to respond to an OPTIONS Request.
• Sends a Service Unavailable (503) response or Request Timeout (408) response.
• A TCP connection cannot be established
The overall trunk state is considered to be in service when at least one node receives a response
(other than a 408 or 503) from at least one destination address. SIP trunk nodes can send
OPTIONS Requests to the trunk's configured destination IP addresses or to the resolved IP
addresses of the trunk's DNS SRV entry.
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Unified Communication Manager configuration
With SIP OPTIONS Ping feature enabled, the UCM periodically sends SIP OPTIONS to every
remote destination peer, to detect its availability. If the remote destination peer is unavailable (no
response or it responds “408 Request Timeout” or “503 Service Unavailable”), UCM will mark this
peer as unavailable. If the remote destination peer is available (any other responses rather than
“503” or “408”), the UCM marks this peer as available. The UCM sends a new INVITE only to the
available remote destination peers.
Creating SIP profile with OPTIONS Ping enabled
Procedure
1. Log in to the Cisco Unified Communication Manager interface.
2. Navigate to Device > Device Settings > SIP Profile > Add New.
3. On the SIP Profile Configuration page, in the SIP Profile Information section, configure the
following:
a. For Name, type Standard SIP Profile — OPTIONS PING ENABLED.
b. For Description, type SIP Profile — OPTIONS PING ENABLED.
c. For Default MTP Telephony Event Payload Type, type 101.
d. Foe Resource Priority Namespace List, select None.
e. Foe Early Offer for G.Clear Calls*, select Disabled.
4. On the SIP Profile Configuration page, in the SIP OPTIONS Ping section, configure the
following:
a. Select the Enable OPTIONS Ping to monitor destination status for Trunks with
Service Type “None (Default)”* check box.
b. For Ping Interval for In-service and Partially In-service Trunks (seconds)*, type 60.
c. For Ping Interval for Out-of-service Trunks (seconds)*, type 120.
d. For Ping Retry Timer (milliseconds)*, type 500.
e. Foe Ping Retry Count*, type 6.
5. Click Save to save the SIP profile.
6. Navigate to Device > Trunk.
7. Click Find to view the list of trunks you configured for the recording devices.
8. Click on the name of the SIP trunk to modify the SIP profile.
9. In the SIP Information section, configure the following:
a. For Destination Address, configure the failover recorder server IP address.
The Unified Communication Manager sends INVITE messages to the respective
recorder server when the status is UP.
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Enabling SIP options ping feature
b. For the SIP Profile option, click Standard SIP Profile (with Option Ping).
10. Click Save to save the trunk configuration.
11. Click Reset to reset the trunk.
Applying SIP profile and SIP trunk security profile to the SIP trunk
Procedure
1. Log in to the Cisco Unified Communication Manager interface.
2. Navigate to Device > Trunk.
3. Click Find to view the list of trunks you configured for the recording devices.
4. Click on the name of the SIP trunk to modify the SIP profile.
5. In the SIP Information section, configure the following:
a. For Destination Address, configure the failover recorder server IP address.
The Unified Communication Manager sends INVITE messages to the respective
recorder server when the status is UP.
b. For the SIP Trunk Security Profile option, click Secure SIP Trunk Profile.
c. For the SIP Profile option, click Standard SIP Profile (with Option Ping).
6. Click Save to save the trunk configuration.
7. Click Reset to reset the trunk.
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Chapter 5: Deployment process
The following image shows the high-level tasks for deploying Harmony Workforce Optimization:
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