Nortel Quality Monitoring Installation Manual
Nortel Quality Monitoring
Installation Guide
Product Release 6.01 Standard 4.0 September 2007
297-2183-948
Nortel Quality Monitoring
Installation Guide
Publication number: 297-2183-948
Product release: 6.01
Document release: Standard 4.0
Date: September 2007
Copyright © 2007 Nortel Networks, All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors.
Only expressly authorized individuals under obligations of confidentiality are permitted to
review materials in this document. By reviewing these materials, you agree to not disclose
these materials to any third party unless expressly authorized, and to protect the materials
as confidential and trade secret information. Any unauthorized review, retransmission,
dissemination or other use of these materials is strictly prohibited. If you are not authorized
to review these materials, please return these materials (and any copies) from where they
were obtained. All materials found herein are provided "AS IS" and without warranty of any
kind.Information is subject to change without notice.
Information is subject to change without notice. Nortel Networks reserves the right to make
changes in design or components as progress in engineering and manufacturing may
warrant.
The process of transmitting data and call messaging between the Nortel Quality Monitoring
server and the switch or the system is proprietary to Nortel Networks. Any other use of the
data and the transmission process is a violation of the user license unless specifically
authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds
for an immediate termination of the license and Nortel Networks reserves the right to seek
all allowable remedies for such breach.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.
Installation Guide iv
Revision history
September 2007
Standard 4.0. Nortel Quality Monitoring Installation
Guide is up-issued for Product Release 6.01.
April 2007
Standard 3.0. Updates to hardware requirements in
Chapter 2, Getting Started.
March 2007
Standard 2.0. Nortel Quality Monitoring Installation
Guide is
released.
November 2006
Standard 1.0. Nortel Quality Monitoring Installation
Guide is
released.
July 2006
Nortel Quality Monitoring Installation Guide reformatted
according to Nortel guidelines.
Installation Guide v
Contents
Getting Started 7
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11
Installation Overview 13
Nortel Quality Monitoring Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Component Co-residency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Installation Prerequisite Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Nortel Quality Monitoring Server Installation 25
Nortel Quality Monitoring Server Overview . . . . . . . . . . . . . . . . . . . . . . . 26
Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Installing the Server Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Creating the Nortel Quality Monitoring Database . . . . . . . . . . . . . . . . . . . 51
Final Steps for the Nortel Quality Monitoring Server Setup . . . . . . . . . . . 56
Upgrading to Release 6.01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Nortel Quality Monitoring Client Installation 65
Nortel Quality Monitoring Client Overview . . . . . . . . . . . . . . . . . . . . . . . 66
Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Installing the Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Populating the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Nortel Quality Monitoring Agent Installation 89
Nortel Quality Monitoring Agent Overview . . . . . . . . . . . . . . . . . . . . . . . 90
Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Installing the Agent Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Making Configuration Changes after Installation . . . . . . . . . . . . . . . . . . 102
Contents Standard 4.0
vi Nortel Quality Monitoring
Verifying the Installation 105
Basic test procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Quality Monitoring in a Citrix Environment 113
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Setting up the Quality Monitoring Client . . . . . . . . . . . . . . . . . . . . . . . . . 115
Setting Up the Nortel Quality Monitoring Agent . . . . . . . . . . . . . . . . . . . 118
Checking the Quality Monitoring Server Settings . . . . . . . . . . . . . . . . . . 120
Setting the Citrix Application Security Policy . . . . . . . . . . . . . . . . . . . . . 122
Problems and Resolutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Silent Agent Installation 129
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Properties for Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Quality Monitoring FAQs 147
Notification System 153
Feature Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Installation Guide 7
Chapter 1
Getting Started
In this chapter
Intended audience 8
How to get help 9
Software and documentation version numbering 11
Getting Started Standard 4.0
8 Nortel Quality Monitoring
Intended audience
The Nortel Quality Monitoring Installation Guide provides details of how to
install and configure the Nortel Quality Monitoring software.
This guide is designed to be used by professional services staff, business
partners, and system integrators.
Additional references
The following Nortel Quality Monitoring guides contain additional
information you may find helpful.
Administration Guide
Evaluations Guide
Graphing and Reporting Guide
Server Infrastructure Guide
September 2007 Getting Started
Installation Guide 9
How to get help
This section explains how to get help for Nortel products and services.
However, before contacting Nortel for support, consult the Troubleshooting
section of this guide.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation for Nortel
Contact Recording and Quality Monitoring, click on the following link:
The Nortel page for Nortel Contact Recording and Quality Monitoring
documentation is located at
http://www.nortel.com/helmsman
.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel
Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
open and manage technical support cases
Getting Started Standard 4.0
10 Nortel Quality Monitoring
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also get
help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your
product or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, you can contact the technical support staff
for that distributor or reseller.
September 2007 Getting Started
Installation Guide 11
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued
for Nortel Contact Recording Package Release 6.01. The individual Nortel
Contact Recording and Quality Monitoring software components that you
install may display a different number. This is a known issue that does not
affect system performance. Version 6.01 will be reflected in future software
updates. Use the Nortel Contact Recording and Quality Monitoring
documentation for Release 6.01 with Nortel Contact Recording Release
6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,
and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality
Monitoring 6.0 Service Pack 4.
Getting Started Standard 4.0
12 Nortel Quality Monitoring
Installation Guide 13
Chapter 2
Installation Overview
In this chapter:
Nortel Quality Monitoring Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Component Co-residency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Installation Prerequisite Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Installation Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Installation Overview Standard 4.0
14 Nortel Quality Monitoring
Nortel Quality Monitoring Overview
Nortel Quality Monitoring is an optional component of the Nortel Contact
Recording system. Quality Monitoring is a Windows-based application that
allows users to selectively record and review customer interactions, both
screen and voice. Users can also create forms that evaluate contact center
performance and generate reports on agent or group performance. Nortel
Quality Monitoring includes three components: Server, Client and Agent.
The following diagram shows Nortel Quality Monitoring in context with the
rest of the Nortel Contact Recording system.
September 2007 Installation Overview
Installation Guide 15
The Nortel Quality Monitoring Server communicates with the Nortel
Contact Recording Server, requesting and receiving call recordings (audio)
which it stores locally. The Nortel Quality Monitoring Server also
communicates with the Nortel Quality Monitoring Agent, requesting and
receiving the screens captured during those calls; these files are also stored
locally. Call data and voice (audio) are stored in separate files.
Once a contact recording has been stored, users of the Nortel Quality
Monitoring Client can retrieve, replay and manage the contact data (both
screen and voice content). If a Nortel Call Recording Card (CRC) is
installed at the PBX, users can replay calls over the phone; they can also
monitor calls in progress (Live Monitoring). If the card is not installed, live
monitoring and phone replay is not available. By default, calls are replayed
through the PC speakers. When a user selects a call to replay, the AVI
Conversion Service merges that call’s voice and data files to generate an
.AVI output file. The .AVI file is played back through the Client UI. Once
the .AVI has been generated for a call, it is stored and used whenever that
call is replayed
The Nortel Quality Monitoring Server runs as a service. This service, called
WitnessService, launches other background processes that run the ServerClient and Server-Agent communications. The service also accesses the
Quality Monitoring database for agent information and call recording
"rules".
The Nortel Quality Monitoring Client includes a suite of applications. Some
applications are used for system and user configuration and maintenance;
others are designed for call review or agent evaluation. These applications
write directly to the Quality database.
The Nortel Quality Monitoring Agent includes the screen capture service,
called Capture Service, and an optional program, AIMtray.exe, that provides
the Agent Initiated Monitoring (AIM) capability. AIM enables the agent to
start and stop call (and screen) recording on demand. The application is
available from the user’s system tray.
Installation Overview Standard 4.0
16 Nortel Quality Monitoring
System Requirements
This section lists the minimum requirements for the Nortel Quality
Monitoring system components.
Server Requirements
The Nortel Quality Monitoring Server can be installed on the same machine
as the Nortel Contact Recording Server when the recorder is not used for
bulk recording. If installing the two components together, follow the
recommendations for the Nortel Contact Recording Server as shown in the
Nortel Contact Recording Planning, Installation and Administration Guide
(297-2183-216).
When installing the Nortel Quality Monitoring Server on another machine,
the machine must meet the minimum requirements listed here.
Hardware:
Processor - Pentium III 1 Ghz or Xeon 700 MHz minimum. Multiple 32-
bit processors optional: dual core, core duo, and quad processors are
supported.
One processor provides acceptable performance for up to 96 channels.
Two processors are recommended for up to 120 channels, which is the
channel limit per server
RAM - 1GB per 100 channels + 25 MB per concurrent user + 5 MB per
concurrent Agent
Storage - 10 GB local storage for operating system (4 GB) and for
supporting applications (excludes call storage)
Network Interface Card (NIC) (100 base T); one NIC per server
CD-ROM drive
Internet connection (for customer interaction center support)
September 2007 Installation Overview
Installation Guide 17
Software:
Operating System - Microsoft Windows Server 2003 SP1
Internet Information Services (IIS) installed with Windows OS.
Database - Microsoft SQL 2000 Database Server at SP4 or greater
Client Requirements
The Nortel Quality Monitoring Client can be installed on the same machine
as the Nortel Quality Monitoring Server for set up and testing purposes.
When installing the Nortel Quality Monitoring Client on a supervisor’s
machine, the machine must meet the minimum requirements listed here.
Hardware:
Processor - Pentium III 500 MHz processor
RAM - 512MB
Storage - 500MB available disk space
Network Interface Card (NIC) (100 base T); one NIC per server
CD-ROM drive
Internet connection (for customer interaction center support)
Software:
Operating System - Windows XP Professional (SP2) or Windows 2000
Professional (SP3 or greater)
Internet Information Services (IIS) installed with Windows OS.
Agent Requirements
The Nortel Quality Monitoring Agent can be installed on the same machine
as the Nortel Quality Monitoring Server for set up and testing purposes.
When installing the Nortel Quality Monitoring Agent on the agent’s
machine, the machine must meet the minimum requirements listed here.
Installation Overview Standard 4.0
18 Nortel Quality Monitoring
Hardware:
Processor - Pentium III 200 MHz, P-300Mhz for use on XP (note data
capture quality increases with faster machines)
RAM - 128 MB
Storage - 75 MB available disk space
Network Interface Card (NIC) (100 MB NIC) per customer’s network
topology
CD-ROM drive, Network Share Access or FTP for application
installation
Internet connection (for customer interaction center support)
Software:
Operating System - Windows 2000 (SP3 or greater) or Windows XP
Professional (SP2)
September 2007 Installation Overview
Installation Guide 19
Component Co-residency
As you set up your system, you may need to install more than one
component on a server.
The chart below shows the currently supported co-resident configurations of
the Nortel Contact Recording and Quality Monitoring system components.
* This co-residency configuration is subject to engineering review/approval
due to potential application contention/performance issues.
Contact
Recording
IP
Contact
Recording
TDM
Viewer/
eWare
Quality
Monitoring Archive
CTI
Integratio
n Adapter
Other
Nortel MA
servers
Contact
Recording
IP
No No Yes* No Yes* No
Contact
Recording
TDM
No Yes* Yes* No Yes* No
Viewer/
eWare
No Yes* No Yes** No No
Quality
Monitoring
Yes * Yes * No Yes * Yes No
Archive
No No Yes** No No No
CTI
Integration
Adapter
Yes * Yes * No Yes No N o
Other
Nortel MA
servers
No No No No No No
Installation Overview Standard 4.0
20 Nortel Quality Monitoring
** Archive and Viewer can be co-resident on the same server as long as the
total channel count does not exceed 144.
September 2007 Installation Overview
Installation Guide 21
Installation Prerequisite Checklist
Confirm that the minimum hardware and software requirements for the
Nortel Quality Monitoring components are met. For information about
hardware and software requirements, see “Server Requirements,” on
page 16, “Client Requirements,” on page 17 and “Agent Requirements,”
on page 17.
Confirm that the latest patches have been applied to the operating
system.
Ensure that you run Windows Update and that Windows Installer 3.1 is
installed.
Confirm that the Nortel Quality Monitoring Server has network
connectivity and can ping a computer and replies to pings from other
computers on the same network.
Confirm that the Nortel Contact Recording Server can ping the Nortel
Quality Monitoring Server and vice versa.
Make sure that Microsoft SQL 2000 Server has been installed, at service
level 4 or greater, with any security patches applied.
Note: When installing Microsoft SQL, make sure that you select the
Mixed Authentication mode, as the Nortel Quality Monitoring Server
needs this option to function properly.
Confirm that IIS Admin service (Internet Information Services) has been
installed and that the latest patches have been applied.
Note: The AVI Conversion server is not compatible with the "Worker
Process Isolation Mode" introduced in IIS 6.0 (the version on Windows
2003 Server). The Quality Server installation automatically sets the
isolation mode to "IIS 5.0 isolation mode" for proper compatibility. This
may affect installations where the AVI Conversion server is co-hosted
with other web services. For detailed information about isolation modes
in IIS, please refer to the on-line help associated with IIS (Start >
Programs > Administrative Tools > Internet Information Services
(IIS) Manager
.)
Installation Overview Standard 4.0
22 Nortel Quality Monitoring
Confirm that the Nortel Contact Recording Server is setup.
Confirm that the Nortel Contact Recording Server is configured with the
extensions and hunt groups the Nortel Quality Monitoring Server will
need.
Confirm that the Nortel Quality Monitoring CD-ROM is available or has
been copied to a shared network folder that the Nortel Quality
Monitoring Server has access to.
Confirm that the Nortel Quality Monitoring CD-ROM is available or has
been copied to a shared network folder that the Nortel Quality
Monitoring Server has access to.
If installing the Nortel Quality Monitoring Server and the Microsoft SQL
Database Server on the same computer, disable the
Named Pipes
protocol so that the Server uses the TCP/IP protocol as its standard
network protocol.
Open the Client Network Utility. (Start4 Programs4Microsoft
SQL Server
4Client Network Utility.)
Verify that Named Pipes is listed in Disabled protocols. If it is not, then
select Named Pipes, and then select Disable to transfer Named Pipes to
the Disabled protocols.
Verify that the Enable shared memory protocol check box is cleared,
otherwise system memory resources are limited.
September 2007 Installation Overview
Installation Guide 23
Installation Procedures
This section describes the procedures involved in installing the Nortel
Quality Monitoring system and the order in which to perform them.
1 Confirm that you have met all the prerequisites described in “Installation
Prerequisite Checklist,” on page 21.
2 Install the Nortel Quality Monitoring Server. For detailed information, see
“Nortel Quality Monitoring Server Installation,” on page 25.
3 Create the Nortel Quality Monitoring database. For detailed information,
see “Creating the Nortel Quality Monitoring Database,” on page 51.
4 Reboot the Nortel Quality Monitoring Server in order for the install to
complete the remaining post-processing steps.
Note: When rebooted, the system attempts to start both the AVI
Conversion Service and the WitnessService. The WitnessService will not
start until the basic database records have been created using the Nortel
Quality Monitoring Client. See item 6.
5 Install the Nortel Quality Monitoring Client. For detailed information, see
“Nortel Quality Monitoring Client Installation,” on page 65.
6 Use the Client to set up the basic database records. For detailed
information, see “Populating the Database,” on page 81.
7 Install the Nortel Quality Monitoring Agent using either the interactive
install detailed in “Installing the Agent Software,” on page 93 or the silent
install, described in “Silent Agent Installation,” on page 129.
Note: The Agent install can be done at any point during the Nortel
Quality Monitoring installation - before, during, or after the Server and
Client installations.
8 Verify the system setup. See “Verifying the Installation,” on page 105.
Installation Overview Standard 4.0
24 Nortel Quality Monitoring
Installation Guide 25
Chapter 3
Nortel Quality Monitoring Server
Installation
In this chapter:
Nortel Quality Monitoring Server Overview . . . . . . . . . . . . . . . . . . . . . . 26
Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Installing the Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Final Steps for the Nortel Quality Monitoring Server Setup . . . . . . . . . . 56
Upgrading to Release 6.01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Nortel Quality Monitoring Server Installation Standard 4.0
26 Nortel Quality Monitoring
Nortel Quality Monitoring Server Overview
The Nortel Quality Monitoring Server is the component of the system that:
communicates with the Nortel Contact Recording Server
communicates with the capture service on the agent machine
responds to requests from the Nortel Quality Monitoring Client machine.
The Server’s place in the system is shown in the following diagram.
Figure 1: The Server Component in the Nortel Quality Monitoring System
September 2007 Nortel Quality Monitoring Server Installation
Installation Guide 27
Before You Begin the Installation
Before you install the Nortel Quality Monitoring Server, be sure that:
the Server machine meets the hardware and software requirements listed
in “Server Requirements,” on page 16.
you have any patches necessary for installation and whether the patches
should be applied before or after the server is installed and whether the
patches require a reboot. (The README file for each patch incluse this
type of information.)
the machine you are installing the server on can "ping" the Nortel
Contact Recording Server
the Server machine is is co-located with the Microsoft SQL Server.
(WAN connection is not supported.)
you have created the folder in which to put the Quality database. If the
folder is not created when you create the database, the database will be
placed in the Microsoft default directory, C:\Program Files\Microsoft
SQL Server\MSSQL\Data.
you know the name of the Quality Monitoring database server and
whether the database is in its own database instance
you have a user name and password to access the SQL database. (User
must have administrator rights. SA is the user most commonly used.)
you know how many ports are licensed for Quality Monitoring. You can
view this information on the
System4Licenses tab of the Nortel
Contact Recording Master.
whether to enable Call Export. If yes, then you need to know the type of
mail system to use and a username and password on that system for the
Quality Monitoring Server.
whether to enable Agent Initiated Monitoring (AIM). If yes, then you
need to know the type of mail system to use and a username and
password on that system for the Quality Monitoring Server.
Nortel Quality Monitoring Server Installation Standard 4.0
28 Nortel Quality Monitoring
For other specific program options, review the installation procedure
described in “Installing the Server Software,” on page 29.
September 2007 Nortel Quality Monitoring Server Installation
Installation Guide 29
Installing the Server Software
To install the Nortel Quality Monitoring Server, follow these steps:
1 Close all applications on the workstation.
2 Be sure that the WWW Publishing and IIS Admin services are stopped.
3 Place the Nortel Quality Monitoring CD into the CD-ROM drive on the
workstation. The Welcome page appears automatically.
Note: If this page is not automatically displayed, open Windows Explorer
and navigate to the CD drive to select install.htm.
4 Under Install Nortel Quality Monitoring, select Nortel Quality
Monitoring Server Component.
Nortel Quality Monitoring Server Installation Standard 4.0
30 Nortel Quality Monitoring
The File Download dialog box may or may not appear, depending on
your Internet Explorer (or other web browser) settings. Also, the dialog
box may vary slightly from the one shown below, depending on the
browser version.
5 Click Run (or Open depending on the dialog displayed).
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