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Cisco Unified Workforce Optimization Quality

Management

Server Installation Guide Version 10.5

First Published: June 18, 2014

Last Updated: June 30, 2014


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Server Installation Guide

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Contents

Introduction 8

System Requirements 10

Quality Management Environment 10

System Environment 10

Event Timestamps 11

Operating Environment 11

Server Operating Systems 11

Server Hardware Requirements 12

Voice Record Server Capacity Guidelines 13

Single B ase S erver Configuration C apacity Guidelines 15

Disk Storage Sizing Guidelines 16

Determining Hard Disk Space Requirements 18

Recording Storage Requirements 19

Storage Calculator 19

Bandwidth Usage 20

Microsoft SQL Server Requirements 20

Contact Metadata and the Microsoft SQL Server 21

Determining Required RAM 22

Quality Management in a Cisco UCS Environment 23

Virtual Server Environment 23

Desktop Requirements 24

Firewall Requirements 24

Planning Ahead 26

Pre-Installation Checklists 26

Preparing a Site for Installing Quality Management Checklist 26


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Cisco Unified CM Configuration Checklist 30

Cisco Unified CCX Configuration Checklist 32

Deployment Checklists 32

Single Server Installation Checklist 32

Quality Management Administrator Configuration Checklist 34

Client Desktop Application Installation Checklist 35

Optional Features Configuration Checklist 36

Testing Checklist 36

Before Installing Quality Management 38

Microsoft Windows Servers 38

Microsoft Windows Server Guidelines 38

Windows Server 2008 or 2012 38

Microsoft SQL Server 38

All Versions of Microsoft SQL Server 39

Installing Microsoft SQL Server 39

Microsoft SQL Roles 40

Microsoft SQL Server Maintenance Plan 40

Microsoft SQL Server Standard and Express Editions 41

SQL Server Browser 41

Express Edition Considerations 42

Windows SNMP Service 42

SNMP Requirements 43

Active Directory 43

Active Directory Information 43

Active Directory Configuration Guidelines 44

External Storage User 44

Cisco Unified CM 45

Configuring Cisco Unified CMAdministration for NetworkRecording 45


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JTAPI User 47

Fully Qualified Domain Name 48

Supporting Asian Languages or Unicode Font 49

Installing Supplemental Language or Unicode Font Support 49

Supporting Asian Languages or the Unicode Font in PDF Reports 50

Upgrading from Previous Versions 52

Proxy Host 53

Extend Screen Recording 53

Agent Recording and Gateway Recording 53

Cluster Recording 54

Recordings Folder 54

Configured Devices 54

VoIP Devices for Cisco MediaSense Recording 54

Integration Configuration 55

IBM Informix Driver 55

Integration Configuration 55

CDR Configuration 56

Recording Methods 56

Deploying Client Desktop Applications 56

Citrix or Windows Terminal Services 56

Playing a Voice Recording 56

Resiliency Options 57

Point-based Scoring 57

Customizing the Reports Logo 57

User Account Control (UAC) 58

Upgrading 58

Installing Quality Management 60

Services for Quality Management 60


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Install Services on a Single Server 60

Installing a Service Release or Patch 64

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

Install the Latest Patch 65

Rolling Back to a Previous State 66

Running System Configuration Setup 68

Run System Configuration Setup 69

Manually Installing the Cisco JTAPI Client 76

Entering Configuration Data in Update Mode 77

Rules for Upgrading or Modifying the ACD Database in Update Mode 77

Stopping the Sync Service BeforeUpgrading the Unified CCX Database 77

Changing the Base Server 78

Changing Configuration Data in Update Mode 79

External Storage and Services 80

Configuring Services for External Storage 80

Managing Certificates 82

Requirements 82

Updating the Quality Management Signed Certificate 83

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

IP Address Limitations for SANs in Internet Explorer 85

Certificates and Commercial Services 86

Generating Certificates Using Commercial Services 86

Expired Certificate from a Commercial Service 89

Certificates and Active Directory 89

Verifying the A D CS Supports the S AN Certificate Feature 90

Generating Certificates Using Active Directory 91

Expired Certificate from AD CS 98

Installing Root and Intermediate Certificates on Client Desktops 99


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Installing Server Applications 100

Installing the Recording Thin Client on a Citrix Server 100

After Installing Quality Management 102

CAD and Finesse Integration 102

Removing Quality Management 104

Removing a Quality Management Client Desktop A pplication 105

Removing the Quality Management Databases 106

Backup and Restore 108

Quality Management Database Disaster Recovery 108

Backing Up the Databases 108

Restoring the Database 109

Documentation 110


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Introduction

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

For information on:

n Understanding the Quality Management system, the Unified CCX environment, archi-

tecture, components, capture and recording methods, and resiliency options, see the

Integration Guide.

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

ment Guide.

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System Requirements

This topic lists the system requirements for Quality Management. Read this information

carefully and ensure your system environment meets all requirements before you install Quality

Management.

Quality Management Environment

Quality Management 10.5 is compatible with Cisco Workforce Management (WFM) 10.5.

System Environment

Quality Management has been verified in the following environments:

n Cisco Unified CCX 10.6, 10.5, 10.0, and 9.0

n Cisco Unified 10.5, 10.0, 9.0, and 8.6

n Cisco MediaSense 10.5 and 10.0

Quality Management has direct dependencies on Cisco Unified Communications Manager

(CM) for CTI and SIP events. Therefore, Quality Management compatibility with Unified CM is

generally limited to the corresponding Unified CM version at the time of release and at least

one prior version. Previous versions of Quality Management are not generally updated for

compatibility with new versions of Unified CM.

Quality Management supports the following Unified CCX and Unified CM version

combinations:

Unified CCX Unified CM

10.6 10.5(1) SU1a, 10.5, 10.0, 9.1(2)

10.5 10.5(1) SU1a, 10.5, 10.0

10.0 10.0(x), 9.1(2)

9.0 9.1(2), 9.0, 8.6

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System Requirements

Event Timestamps

Many features within Quality Management rely on timestamps of events to properly associate

data with the correct person or call. Quality Management requires that all servers running

Cisco software are configured to use the same Network Time Protocol (NTP) server as Cisco

Unified Contact Manager. Windows Time Service is one method that can be used for this

purpose.

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

n Desktop RecordingThe call is recorded on the agent's desktop so the timestamp and

time zone for the call will be associated the agent's desktop.

n Voice Record serverThe call is recorded on a Voice Record server so the timestamp

and time zone for the call will be associated with the Voice Record server. If the agent is

in one time zone and the Voice Record server is in another timezone, the timestamp andtime zone for the call will be associated with the Voice Record server. If you have mul-

tiple Voice Record servers and they are in different time zones, the timestamp and time

zone used will be based on where each Voice Record server is located.

Operating Environment

This section provides requirements for your operating environment.

Server Operating Systems

The supported operating systems for Quality Management are the following.

n 64-bit Windows Server 2012

n 64-bit Windows Server 2008 R2

Note: Since Quality Management does not have direct version/update dependencies, it

is permissible to apply updates to the server operating system as recommended by

Microsoft .

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System Requirements

Server Hardware Requirements

The table below displays the minimum hardware requirements for all Quality Management

servers. The requirements are based on the server size.

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

n The following servers require the medium server hardware requirements:

l CTI (subscription) server or backup CTI server

l Monitor server

l Site Upload (site storage) server

l Reconciliation services

n To determine the server hardware requirements for the following servers, determine the

server size based on capacity and then use the following table to determine the require-ments for that server.

l For a base server configuration, seeSingle Base Server Configuration to

determine the server size

l For the Microsoft SQL Server, seeMicrosoft SQL Server Requirements to

determine the server size

l For the Voice Record Server, seeVoice Record Server Requirements and

Capacity Guidelines to determine the server size

The Quality Management server scalability is dependent on the number of processing threads.

Note:The number of processor cores in your system can be determined by viewing the

Performance tab in Windows Task Managerthere is one CPU History Usage graph

for every processor core. Note that some types of processors are hyperthreaded,

meaning that each physical core is presented as two processor cores. This results in

twice the number of processor cores displayed in Windows Task Manager.

Specifications

Ultra

Server

Large

Server

Medium

Server

Small

Server

Processor Cores 24 8 4 2

Server requirements

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System Requirements

Specifications

Ultra

Server

Large

Server

Medium

Server

Small

Server

Processor Cores (VMware) 24 8 4 2

Minimum Processor Speed 2GHz

2GHz

2 GHz 2GHz

Memory (GB) 16 8 4 4

Minimum input/output operations per

second (IOPS)

429 143 143 143

System Storage (GB) for Operating Sys-

tem and Quality Management

40 40 40 40

The minimum processor recommendations for Intel are Xeon Processor E3 or higher running

above 2 GHz or Xeon Processor 5502 on up. You must enable hyper threading for Intel

processors.

The minimum processor recommendation for AMD is Opteron Processor 3000 or higher.

Voice Record Server Capacity Guidelines

The system capacity for a Voice Record server is determined by your hardware, as well as the

number of users.

The users are defined as follows:

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

n Configured or named usersThe users who are configured and licensed

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

Use the capacity guidelines in the following table to determine the temporary Voice Record

Server capacity requirements for a single server configuration.

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System Requirements

Recording

Format Specifications

Ultra

Server

Large

Server

Medium

Server

Small

Server

SPX Audio Media File Storage

(GB)

500 125 100 100

Concurrent Users 1000 300 125 50

16-bit WAV Audio Media File Storage

(GB)

6000 6000 3000 1200


8-bit WAV Audio Media File Storage

(GB)

2000 2000 2000 1000


All Recording

Formats

Minimum IOPS 429 143 143 143

Voice Record Server capacity guidelines

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

When determining audio media file storage, consider the following.

n Recording storage varies by use.

n The temporary recording location on a Voice Record Server (that is, the recordings

folder) must be located on disk other than the Operating System disk where Quality Man-

agement is installed. Write caching on the disk where recordings are stored must be

enabled.

EXAMPLE 1:If you are using the SPX recording format and you have 432 concurrent

agents in a single server configuration, you need an ultra server. There is no resiliency

with a single ultra server. If you want resiliency, add another ultra server.

EXAMPLE 2:If you are using the SPX recording format and have 132 concurrent

agents in a single server configuration, you can use one large server. There is no

resiliency with a single large server. If you want resiliency, add another large server.

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System Requirements

Single Base Server Configuration Capacity Guidelines

The following table displays the capacity guidelines for a single base server configuration

where MediaSense Recording, Server Recording, or Network Recording are co-resident with

(or hosted on the same server as) the Quality Management Base Services.

Server Type

Ultra

Server

Large

Server

Medium

Server

Small

Server

Maximum number of named users for voice and screen

recording

5000 2000 1000 500

Maximum number of registered devices in a subscription

service

Note:You can double the number of registered

devices if the subscription service is installed on a

separate dedicated server.

5000 2500 1250 600

Maximum number of concurrent agents for MediaSense

Recording, Server Recording, Network Recording, or Gate-

way Recording (always voice, no screen option)

500 150 60 25

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

n The most desirable configuration uses a large, medium, or small server. Use an ultra

server only when the number of named users exceed 2000 and you cannot use multiple

smaller servers.

n The capacity guidelines shown above assume all services required for a single server

configuration are installed on the base server, including Base Services, Database

Services, the signaling service, and Site Upload Server. You can choose to off-load the

Database Services, signaling service, and Site Upload Server to other servers to

improve capacity for a specific service.

Example: Install the signaling service or the Site Upload Server on another

server.

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System Requirements

n The Ultra Server cannot be virtualized.

n If you install the CTI service and the MediaSense Subscription service on the same

server you have to either double your concurrent user number or halve your capacity.

To determine the capacity requirements for your base server:

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

Example: If your site requires between 1001 and 2000 named users on your

base server, you need a large server.

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

number of named users.

Example:If the number of concurrent users is less than or equal to 500, the

signaling service can remain on the large server. If the number concurrent users

exceeds the maximum allowed for the server, it is recommended that you move

the signaling service to another server. Note that if you move the signaling

service to another server, it can handle twice the number of concurrent users.

So you could move the signaling service to a medium server without effecting

the number of concurrent users required for your configuration.

See Recording Storage Requirements for additional information on storage requirements and

external database requirements.

Disk Storage Sizing Guidelines

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

n Number of agents who will be recorded

n Average length of calls that are recorded

n Number of calls that are recorded per agent per day

n Number of work days per agent per month

n

Number of months that recordings will be keptThe number of minutes that will be recorded every day is the product of three numbers: the

number of agents being recorded, the average call length, and the average number of calls that

are recorded for each agent per day.

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

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System Requirements

Amount Formula

Daily recorded minutes Agents Length Calls = Recorded

Total recorded minutes to store Recorded Days Months = Stored

Voice recording

storage (MB)

SPX Stored 0.12 MB/minute = Voice

8-bit WAV Stored 0.48 MB/Minute = Voice

16-bit WAV Stored 1.44 MB/Minute = Voice

Screen recording storage (MB)

Note:The storage requirements for

screen recordings depend on three

factors: screen activity, monitor

resolution, and the number of monitors

being recorded. The value shown here is

based on low to moderate screen

activity, 768 x 1024 resolution, and a

single monitor. This rate may increase by

200-400% when recording dynamic,

graphical, or media-intensive

applications.

Stored 1.20 MB/minute = Screen

Keep in mind that the criteria that determine which contacts are recorded and how long

recordings are kept depends on the purpose of the recording. If you are recording for

compliance purposes, only the audio portion of a contact is recorded, and the recording might

be retained for as long as 7 years. If you are recording for quality management purposes,

contact centers can choose to record either audio only or both audio and video. In either case,

only some of the contacts will be recorded, and recordings will be kept for much shorter periods

of time, such as 30 or 60 days. The retention time for recordings is set withing the Quality and

Archive workflows.

Voice and screen recordings can occupy a great deal of hard disk drive space on the server

that hosts the recording file storage location.

To protect the recording file storage location from running out of the free space required for

normal operations and to prevent crashes, Quality Management:

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System Requirements

n Sends warning alerts through MANA when free disk space falls below 10 GB.

n Halts recording when the available hard drive disk space fall below 2 GB. The audio

recordings remain on the recording service and the screen recordings remain on the cli-

ent PC until you free up disk space on the storage location.

All recording client (endpoint and server) provide a report when disk threshold is below

minimum and causes recording to stop. The Record Server will additionally provide full disk

space information and recording capacity in the response to the MANA status request.

Determining Hard Disk Space Requirements

All recordings are converted from raw files to SPX when the call ends and then stored in the

Recordings folder. They are then uploaded to the recording storage location at End of Day

(EOD).

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

configuration is as follows:

A + B + ( C D )

where:

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

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

C = GB

n For SPXthe value is .5 GB for voice recording only or 1 GB for voice and screen

recording

n For 8-bit WAVthe value is 2 GB for voice recording only or 2.5 GB for voice and screen

recording

n For 16-bit WAVthe value is 6 GB for voice recording only or 6.5 GB for voice and

screen recording

D = Number of agents

Note:Values C and D are only required if you are using an on-board Voice Record

server.

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

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System Requirements

The formula used to determine hard disk space requirements for each off-board Voice Record

server configuration is as follows:

A + ( C D )

Example: 40 + (0.5 300) = 190 GB

Recording Storage Requirements

The recording storage requirements are as follows:

n Voice recording only:

l SPX.5 GB/recorded user

l 8-bit WAV2 GB/recorded user

l 16-bit WAV6 GB/recorded user

n Voice and screen recording:

l SPX1 GB/recorded user

l 8-bit WAV2.5 GB/recorded user

l 16-bit WAV6.5 GB/recorded user

The recording storage requirements specify the amount of disk space required per recorded

user for caching the recordings prior to their eventual upload to the Quality Management

server. The recordings are stored on the same server where the services are installed.

NOTE: The recordings must be stored on a local drive. You can only specify a network

drive if your are using a virtual machine.

Storage Calculator

The Quality Management Storage Calculator Storage Server Sizing Spreadsheet provides a

storage calculator you can use to determine your storage requirements. This spreadsheet is

available on the Calabrio Portal at:

http://portal.calabrio.com

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System Requirements

Bandwidth Usage

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

The following table displays the transfer bitrate by recording format.

Recording

Format

SPX 8-bit WAV 16-bit WAV

Format 8000 Hz variable bit pulse-

code modulation (PCM)

8000 Hz 8-bit

PCM

8000 Hz 16-bit

PCM

Transfer

Bitrate

64 kbits/s 128 kbits/s

KB/Minute 469 KB 938 KB

File Transfer

Type

WAV-16 WAV-8 WAV-16

For additional information on bandwidth usage, see "IP Call Bandwidth Usage" in the Cisco

Unified Contact Center Express Solution Reference Network Design on the Cisco website

(www.cisco.com).

Microsoft SQL Server Requirements

Quality Management requires one of the following Microsoft SQL Servers installed on the base

server or an offboard server.

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

Note:The Express option is for smaller customer sites that expect to stay within

the 500,00. See Microsoft SQL Server 2008 Express Edition Considerations for

more information on requirements.

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

Note: Since Quality Management does not have direct version/update dependencies, it

is permissible to apply updates to the SQL Server as recommended by Microsoft .

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System Requirements

Contact Metadata and the Microsoft SQL Server

The contact metadata for Quality Management is stored in the Microsoft SQL database on the

Microsoft SQL Server.

Contact metadata remains in the Microsoft SQL database for the longest of the configuredretention periods for the media files or 13 months if the retention period for the media files is

less than 13 months.

The formula used to estimate the maximum number of contacts stored in the database is as

follows:

A B C D = E

where:

A = Number of agents

B = Average number of recorded contacts per day per agent

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

D = Configured retention time in months

E = Total saved contacts in the database

Example:300 25 22 13 = 2.1 million recorded calls

This example requires an off-board Microsoft SQL Server with a minimum of 4 CPU cores, 6

GB RAM, and Microsoft SQL Server with 64-bit to meet Microsoft SQL Server memoryrequirements.

To ensure satisfactory response rates from the Microsoft SQL database the resources listed in

the following table must be available and configured for use by Microsoft SQL on its hosting

server. For deployments where Microsoft SQL is coresident with the Base services, you can

dedicate a maximum of 1 CPU Core and 2 GB RAM to Microsoft SQL from the server

resources as listed in Voice Record Server Requirements and Capacity Guidelines for physical

server hardware requirements.

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

The following table uses a core with two processing threads. Intel CPU cores support two

processing threads per core and AMD processors perform best with a single processing thread

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System Requirements

per core. The Quality Management server scalability is dependent on the number or

processing threads, so the number of recommended cores for AMD are doubled when

compared to Intel. Operating System and Hardware Requirements for a Serverprovides a

breakdown of processors, cores, and threads.

Specifications Ultra Large Medium Small

Total Saved

Contacts

12+

million

4-12

million

500K-4

million

< 500K

Microsoft SQL

Server Edition

Enterprise or

Standard

Enterprise or

Standard

Standard Express

Width 64 bit 64 bit 64 bit 64 bit

Dedicated Memory

for Microsoft SQL

Server

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

Requires an Off-

board Microsoft

SQL Server

Yes Yes Yes No

Microsoft SQL Server requirements

Note: Microsoft SQL Server caches pages so as the available RAM increases, the

frequency required by Microsoft SQL Server to access the disk decreases and

performance will improve. For large deployments, it is recommended that you monitor

usage and performance along with the Performance Monitor (PerfMon) to appropriately

size your Microsoft SQL server over time.

Apply Microsoft SQL Server updates as recommended by Microsoft. Quality Management

does not have Microsoft dependencies.

Determining Required RAM

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

RAM:

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

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System Requirements

A 2 = B

where:

A = Number of Million Contacts Saved

B = Number of Gigabytes RAM

Example:110 2 = 55 GB RAM

This example assumes you have 110 million Contacts Saved and requires an off-board

Microsoft SQL Server with a minimum of 16 CPU cores and Microsoft SQL Server with 64-bit

to meet Microsoft SQL Server memory requirements.

Quality Management in a Cisco UCS Environment

Quality Management is certified to run on any Cisco Unified Computing System (UCS) server

with resources available to support the OVA/OVF template.

The virtual server requirements for deployments on UCS servers are specified on the Cisco

wiki page "Virtualization for Cisco Unified Work Force Optimization Suite for Cisco Unified

Contact Center Express" located at this URL:

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

Suite_for_Cisco_Unified_Contact_Center_Express

Virtual Server Environment

A virtual server environment requires hardware resources equivalent to those required for a

physical server (see Server Hardware Requirements).

Quality Management supports VMware ESXi versions 4.0, 4.1, 5.0, and 5.1.

Important:VMware Snapshots is only supported for Quality Management when calls

are not being recorded. A snapshot impacts server resources that are critical to Quality

Management. Recording failures will occur if snapshots are taken while Quality

Management is recording calls.Before you take a snapshot, verify that there is no

current recording activity and stop the services for Quality Management or pause or shut

down the server. You can use the Recording Monitoring application to verify that there

are no calls currently being recorded. After you take a snapshot you must restart Quality

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System Requirements

Management services. You can restart services for Quality Management by restarting

the appropriate signaling service or running a service restart script.

It is recommended that you use the following settings to reduce the possibility of performance

issues when running Quality Management on virtual machines:

n SharesGuarantee that VMs are given a percentage of an available resource (CPU,

RAM, Storage I/O, Network)

n LimitsGuarantees that a VM does not consume more than a specified resource limit

n Resource ReservationProvides an allocated resource for a VM on startup.

If you are using VM in a VMware environment, install the Quality Management application in its

own computing environment that is not shared with multiple hosts.

Desktop Requirements

The desktop requirements are provided in the Desktop Requirements Guide.

Firewall Requirements

The firewall requirements are provided in the Firewall Configuration Guide.

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Planning Ahead

Quality Management works with a variety of operating systems, software, and Automatic Call

Distributors (ACD). Deployment planning is required to ensure that the installation goes

smoothly.

Use the information provided here to prepare for Quality Management deployment and

installation activities.

Pre-Installation Checklists

Use the pre-installation checklists to gather configuration information and prepare the servers

before you install Quality Management. The pre-installation checklists are as follows:

n Preparing a Site for Installing

n Cisco Unified CM Configuration Checklist

n Cisco Unified CCX Configuration Checklist

Preparing a Site for Installing Quality Management Checklist

Use the following checklist to prepare the customers site for installing Quality Management.

Steps Task Notes Done?

Step

1

Complete the QM Express

Site Configuration work-

sheet.

This worksheet allows you to determ-

ine storage requirements for the

primary recording storage location and

the Voice Record server temporary

storage location (optional).

This worksheet is available through

the Cisco Implementation Services

Help Desk orportal.calabrio.com.

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Planning Ahead


Step

2

Validate the Quality Man-

agement server hardware

requirements.

Verify the hardware requirements for

the following servers:

n Base server capacity

n Voice Record server capacity

n Monitor server capacity

See Operating Environment for more

information on hardware

requirements.

Step

3

Order the server hard-

ware.

Step

4

Order the Quality Man-

agement software and

license.

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Step

5

Install the Microsoft Win-

dows Server operating sys-

tem on the Quality

Management server.

For Microsoft Windows Server 2008

and 2012:

n Update to the latest service

pack (SP)

n Verify IIS or Web Services are

not enabled (using port 80 or

443)

n Install Desktop Experience

see

http://technet.microsoft.com/en-

us/library/cc754314.aspx for

instructions on enablingDesktop Experience.

n Install the Telnet client

Optional component for

troubleshooting.

See Microsoft Windows Servers for

more information on Microsoft

Windows Server 2008 or 2012.

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Planning Ahead


Step

6

Create the user accounts. You will need the following user

accounts:

n Local administrator account for

installation on the server.

n User account to connect to the

external storage location

optional. This is only required

for Site servers. The

requirements for this account

are as follows:

l Local administrator

l Set permission to run

services

Step

7

Install the Microsoft SQL

Server.

When installing the Microsoft SQL

Server:

n Verify Collation is SQL_Latin1_

General_CP1_CI_AS

n Verify Mixed Mode

Authentication

n Create a DBCreator user

See Microsoft SQL Serverfor

information on settings.

Step

8

Verify all required ports

are open to the servers.

See the Firewall Configuration Guide

for more information.

Step

9

Verify the Quality Man-

agement software and

license files are copied tothe Quality Management

base server.

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Planning Ahead


Step

10

Download the latest Qual-

ity Management Service

Release (SR) and the

latest Engineering Special

(ES) from the Cisco web-

site.

Step

12

Load the Quality Man-

agement License on the

Cisco Unified CCX server.

Step

13

Review the Release

Notes.

Cisco Unified CM Configuration Checklist

Use the following checklist to configure Cisco Unified CM.


Step

1

Associate phones

with the JTAPI user.

See JTAPI Userfor more information.

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Planning Ahead


Step

2

Configure Network

Recording (optional).

See the Cisco documentation for details.

n Create a recording profile for each Voice

Record server

n Create a SIP trunk for each CTI server

n Create a route pattern for each Voice Record

server

n Set the recording profile on the DN to match

the associated Voice Record server

n Configure DN for a monitoring calling search

space

n Confirm the DNs monitoring calling searchspace includes a route pattern

See Configuring Cisco Unified CM Administration

for Network Recording for more information on Net-

work Recording.

Step

3

Verify the phone con-

figuration para-

meters.

Verify the following parameters for phone con-

figuration are enabled:

n PC Port

n PC Voice VLAN Access

n Span to PC PortDesktop Recording only

These phone device parameters are enabled by

default. You only need to re-enable the parameters

if they are disabled.

Note:Not all devices or Unified CM versions

use all these settings. Configure those that

do appear for your device and Unified CM

version.

See Cisco Unified CM for more information.

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Planning Ahead


Step

4

Complete the VoIP

Device Table tab in

the QM Agent List.

This worksheet is only required for Cisco Medi-

aSense Recording, Network Recording, or Server

Recording.

This worksheet is available through the Cisco

Implementation Services Help Desk or

portal.calabrio.com.

Cisco Unified CCX Configuration Checklist

Use the following checklist to configure Cisco Unified CCX.

Task Notes Done?

Set the password for the uccxworkforce user.

Deployment Checklists

Use the deployment checklists when installing Quality Management and running the System

Configuration Setup tool. The deployment checklists are as follows:

n Single Server Installation Checklist

n Configuration Checklist

n Application Installation Checklist

n Optional Features Configuration Checklist

n Testing Checklist

Single Server Installation Checklist

Use the following checklist when installing Quality Management components on a single

server.

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Planning Ahead


Step

1

Install the required

components on the Base

server.

Install the required

components on the Base

server.

See Install Services on a

Single Serverfor more

information.

Step

2

Install the latest SR or ES, if

available.

See Installing a Service

Release or Patch for more

information on installing an SR

or ES.

Step

3

Complete System Setup

Configuration (PostInstall)

Use the information entered in

the Use the information

entered in the QM Express Site

Configuration worksheet.

See Run System Configuration

Setup for more information.

Step

4

Update the digital cer-

tificate.

See Managing Certificates.

Step5

Install any additional serv-ers (optional).

This could include one or moreof the following servers:

n Backup CTI server

n Additional Cisco Unified

CM Cluster CTI server

n Voice Record server

n Monitor server

n Monitor server and

Voice Record server

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Planning Ahead


Step

6

Verify the Screen Playback

Gateway (PROXY Pro

Gateway) configuration on

the Site Upload server.

Quality Management Administrator Configuration Checklist

Use the following checklist to configure Quality Management from Quality Management

Administrator. See theAdministrator User Guide for more information.


Step

1

Configure users. n Link ACD accounts (AD

Authentication) or configure

ACD accounts (QM

Authentication)

n Create Quality Management

users

n Assign roles

n License users

Step2

Configure groups. n Create groups

n Assign teams

n Assign managers

Step

3

Configure evaluation form work-

sheets.

This is required for QM and AQM

licenses only.

Step

4

Complete the Business Users Work-

sheet for each workflow.

This worksheet is available through

the Cisco Implementation Services

Help Desk orportal.calabrio.com.

Step

5

Configureevaluation forms. This is required for QM and AQM

licenses only.

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Planning Ahead


Step

6

Configure workflows.

Step7

Configure VoIP devices (CiscoMediaSense Recording, Server

Recording and Network Recording

only).

n Enable devices for recording

n Set recording type

n Assign agents to devices or

configure devices for Hot

Desking

n Assign a Voice Record server

n Assign a Monitor server

(Server Recording only)

Step

8

Configure export settings.

Client Desktop Application Installation Checklist

Use the following checklist when installing Quality Management client desktop applications.


Step1

Install the Recording Thin Client onCitrix servers.

Required only for a Citrix envir-onment.

See Installing Server Applications

for more information on installing

the Recording Thin Client.

Step

2

Install the Quality Management

Administrator on select workstations.

See the Desktop Requirements

Guide for more information.

Step

3

Install the Desktop Recording ser-

vice on all PCs that require audio

recording or screen recording.

Step

4

Install the latest SR or ES on the cli-

ent desktop, if available.

See Installing a Service Release or

Patch for more information.

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Planning Ahead

Optional Features Configuration Checklist

Use the following checklist when configuring optional features for Quality Management.


Step

1

Configure the Inclu-

sion List.

See Inclusion List in theAdministrator User Guide.

Step

2

Configure custom

metadata.

See User-Defined Metadata in theAdministrator

User Guide.

Step

3

Configure Silence

and Talk Over

events.

See Call Events Administration in theAdmin-

istrator User Guide.

Step

4

Configure the MANA

CDR

See Monitoring and Notification in theAdmin-

istrator User Guide.

This option is not required for Cisco MediaSense

Recording.

Step

5

Configure Hot Desk-

ing

For Network Recording, Cisco MediaSense Record-

ing, or Server Recording:

n Create a default Hot Desking agent. See the

Administrator Guide for instructions.

n Install Recording Controls on the base

server. See theAPI Programmer's Guide for

instructions.

Testing Checklist

Log in to Unified Workforce Optimization and use the following checklist to verify Quality

Management is running correctly.

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Planning Ahead


Step

1

Play back an audio recording. See Playing Recordings in

theApplication User Guide.

Step2

Play back a screen recording (AQM).

Step

3

Play back a customer conversation.

Step

4

Monitor an active call using the Live Mon-

itoring application (Network Recording

only).

See Live Monitoring in the

Application User Guide.

Step5

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

Step

6

Export a recording. See Export Selected

Contact in theApplication

User Guide.

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Before Installing Quality Management


Read this section and ensure all prerequisites are complete before you install Quality

Management.

Microsoft Windows Servers

Microsoft Windows Server Guidelines

Follow these guidelines when installing a Microsoft Windows Server:

n The hostname for the server must not contain underscores if you are using Microsoft

Internet Explorer to access the Unified Workforce Optimization Container.

n Cisco only supports the US English locale on the servers operating system.

n If a web service is installed on the server, make sure it does not use TCP ports 80, 443,

and 7001. These ports are used by the Jetty service. See "Quality Management Jetty

Component" in the Firewall Configuration Guide for more information.

Windows Server 2008 or 2012

If you are installing Quality Management on Windows Server 2008 or 2012, you must install

Desktop Experience. Desktop Experience allows the end users to export screen recordings,

Windows Audio File Format (WAV), or MPEG-4 Video (MP4) from the Unified Workforce

Optimization interface. See the Microsoft documentation for instructions on installing Desktop

Experience at the following website: http://technet.microsoft.com/en-us/library/cc754314.aspx

Microsoft SQL Server

Before you install the Quality Management, you must install one of the following Microsoft SQL

either co-resident with the base server or on an off-board server, and configure it for Quality

Management:

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


All Versions of Microsoft SQL Server

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

Management.

Installing Microsoft SQL Server

You must install Microsoft SQL Server co-resident on the base server or on an off-board

server, and configure it for Quality Management.

For detailed information about how to install Microsoft SQL Server, see the Microsoft SQL

Server installation documentation. When you install Microsoft SQL Server, you must configure

the following items as follows:

n Select one of the following options for Instance Name:

l Default Instance

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

n Under Start Services at the End of Setup, highlight SQL Server and SQL Browser. By

default, the SQL Browser Service is set to be started manually, not automatically.

Note: If you are using an instance name and not the default instance, you must

set the SQL Browser Service to start automatically after you install Microsoft SQL

Server.

n Choose Mixed Mode authentication.

n For SQL Collations, select the following option:

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

Note:This option is required to assign the Latin1_General_CP1_CI_AS property

to Server Collation in the Server Properties window. See

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

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Microsoft SQL Roles

Create several user logins for the Microsoft SQL Server.

Example:You can configure one user login responsible for installation and upgrades

and another user login responsible for day-to-day database activities.

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

documentation.

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

n Choose SQL Server Authentication as the authentication mode.

n When entering the password, clear the Enforce Password Policy check box and choose

English as the default language.

Note:The Quality Management database uses the English date format. If you

assign a language other than English to the SQL Server user the language might

use a different date format, causing Screen Recording DB errors and Sync

errors. The Microsoft SQL Server user must use English as the default language.

n Choose the server roles for the user.

l For new installations and upgrades, choose the dbcreator check box from the list

of server roles. This user is the db_owner of the SQMDB database.

l For day-to-day database activities, choose the following check boxes from the list

of server roles: db_datareader, db_datawriter, and db_owner.

Note:If you are upgrading from Microsoft SQL Server 2000 to Microsoft

SQL Server 2008 on an existing Quality Management system, also select

the db_datareader and db_datawriter server roles.

Microsoft SQL Server Maintenance Plan

The Microsoft SQL Server requires regular maintenance to ensure peak performance. You

can automate the maintenance task and schedule it for once a week.

The common database tasks include:

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n Check Data Integritychecks the structural integrity of the data. It verifies the database

is not corrupt.

n Reorganize Indexesmoves index pages into a more efficient search order.

n Rebuild Indexesrecreates the indexes with a new fill factor which determines the

amount of empty space left in the indexes for future rows.

n Update Statisticsperforms sampling of the data in the database to optimize tables and

indexes so they can be used more efficiently, increasing performance for the distribution

of data in the tables.

Important:Do not select the Shrink Database check box when creating a

maintenance plan as it might degrade performance in the SQMDB database until

it reaches equilibrium where DB Cleaner is removing the same number of

records as are being added in a normal day. This does not occur until the system

has been running for at least the longest retention time (or 13 months, whichever

comes last). Until this point, the database must be allowed to grow.

You can add backups to this schedule if its appropriate to your business needs. If you have

specific requirements for backup, you should probably set up a different maintenance plan that

runs on a different schedule.

Example:Running backups three times a week.

See the Microsoft SQL Server documentation for instructions on creating a maintenance plan.

Microsoft SQL Server Standard and Express Editions

The following topics describe how to complete the configuration of Microsoft SQL Server 2008

or Microsoft SQL Server 2012 for Quality Management.

SQL Server Browser

The SQL Server Browser, a component in Microsoft SQL Server 2008 and Microsoft

SQL Server 2012, allows a client to search for named instances. By default, the service statusfor this component is Stopped and the service startup type is Manual. The required service

status for the SQL Server Browser is as follows:

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

service.

n If you are using a named instance, you need to start the SQL Server Browser service in

the Windows Services utility by changing the properties for the service from Manual to

Automatic.

Note: If the database uses a named instance, sqlbrowser.exe needs to be

running and added to the exception list in the firewall. If you are using the default

instance (that is, the Instance Name field in QM Databases is empty), you do not

need to add sqlbrowser.exe to the firewall exception list. See Adding Firewall

Exclusions by Program for more information.

Express Edition Considerations

If you want to use the Express Edition of Microsoft SQL Server 2008 or Microsoft SQL Server

2012, consider the following Express Edition limitations:

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

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

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

n SQL Profiler is not included in the Express Edition. Ciscos ability to troubleshoot

performance issues will be limited.

Windows SNMP Service

The Simple Management Network Protocol (SNMP) Service adds monitoring capabilities and

exposes key information to other computers on your network.

Quality Management uses SNMP to send error messages to specified IP addresses. (You can

specify the IP addresses when you run the System Configuration Setup tool.) Install SNMP on

the base server running either Windows Server 2008, Windows Server 2012, or VMware ESX

Server.

For more information on installing and configuring this tool, see the Microsoft SNMP

documentation.

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SNMP Requirements

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

group

n Ensure network policies do not prevent installing new Windows services

Active Directory

Use Active Directory with Quality Management to:

n Allow users to use their existing Windows user name and password to access Quality

Management. Using the Windows user name and password eliminates the problem of

remembering and maintaining a separate user name and password.

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

Example: Security policies like complexity level or duration.

If your system uses Active Directory, the System Configuration Setup tool prompts you to

provide domain information for Active Directory.

When a user logs into Unified Workforce Optimization, Quality Management collects the users

username and password. If you configure Quality Management for Active Directory, it sends

the login information to the domains Active Directory server for authentication. When theQuality Management server receives the authentication results, it accepts or rejects the users

access based on the authentication results.

Active Directory Information

Before you install Quality Management, you need the following domain information for Active

Directory.

n Base DN

n Domain nameyou can locate the Active Directory Domain Name on the machinerunning Active Directory by right-clicking Active Directory Users and Computers in

Administrative Tools, right-clicking the domain folder, and then choosing Properties.

n Active Directory host name or IP address

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n Port

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

n Admin groupa list of Active Directory users who will be allowed to log into Quality

Management Administrator and Unified Workforce Optimization as an administrator.

n User recordsfor recorded users (agents) and users who will log into Quality

Management Administrator and Unified Workforce Optimization as an administrator.

Active Directory Configuration Guidelines

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

n The Quality Management server must be on the same domain as the end users who log

in to Workforce Optimization.

n

There must be at least one configured domain.

n Each domain must have at least one configured user path.

n If you are using Citrix, set up a recording security group within your Active Directory. A

recording security group reduces the number of connections to the server.

n The Quality Management server must be able to access the Active Directory server for

user authentication using the port number specified in the Domain Information dialog

box in the System Configuration Setup tool. See Active Directory in theAdministrator

User Guide for more information.

External Storage User

If you are going to use external storage for voice and screen recordings, you must create a

username and password for the external storage user on the external storage server. You will

need the username and password when you configure the recording file storage location in the

System Configuration Setup tool.

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

location:n Jetty service

n Screen Playback Gateway (PROXY Pro Gateway) service

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The external storage user must have admin rights to the local system and read/write access to

the external storage location. The user also needs a right called Log On As Service that allows

a service to run as that user. Usually this right has to be added and is not part of the default

rights for admin users.

You can assign these rights to the external storage user before you install QualityManagement. Go to http://technet.microsoft.com/en-

us/library/cc739424%28v=ws.10%29.aspxfor specific instructions.

If Quality Management is already installed, you can assign these rights to the external storage

user by following the instructions above or by manually configuring the service to log in as the

external storage user described in External Storage and Services.

Cisco Unified CM

Install Cisco Unified CM per the Cisco documentation.

Follow these guidelines when installing Cisco Unified CM:

n Create a user in Cisco Unified CM and assign the Administrative XML Layer (AXL) User

group to the user. The Quality Management administrator uses this user when:

l Configuring the SOAP AXL Access and subscriber information in the Cisco

Unified CM window

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

l Finding devices on the VoIP Devices window in Quality Management

Administrator

Configuring Cisco Unified CM Administration for Network Recording

The following instructions explain how to configure Cisco Unified CM Administrator for

Network Recording.

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Steps Configuration Steps Related Procedures and Topics

Step 1 Enable IP phone BIB

(Built-in Bridge) to allow

monitoring and recording.

See Cisco Unified IP Phone Setup in the Cisco

Unified Communications Manager Administration

Guide.

Note:BIB is required to use the silent

monitoring and whisper features in the

Live Monitoring application.

Step 2 Add a user for the mon-

itoring and recording

application.

See Application User Setup in the Cisco Unified

Communications Manager Administration Guide.

Step 3 Add the user to a accesscontrol group that allows

monitoring and recording.

See Application User Setup and AccessControl Group Setup in the Cisco Unified


Step 4 Optional:Configure tones

for monitoring and record-

ing.

You can enable a tone to alert parties on the call

that they are being monitored or recorded.

See Service Parameter Setup in the Cisco


Guide.

Step 5 ConfigureDN for a mon-

itoring calling search

space.

See Directory Number Setup in the Cisco


Guide.

Step 6 Enable recording for a line

appearance.

See Directory Number Setup in the Cisco


Guide.

Step 7 Create a recording profile. See Recording ProfileSetup in the Cisco


Guide.

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Steps Configuration Steps Related Procedures and Topics

Step 8 Optional:Create a SIP pro-

file for Recording CTI ser-

vice.

See SIP Profile Setup in the Cisco Unified Com-

munications Manager Administration Guide.

step 9 Disable the Timer Keep

Alive Expires setting.

See SIP Profile Setup in the Cisco Unified Com-

munications Manager Administration Guide.

Step 10 Create a SIP trunk that

points to the Recording

CTI service.

See Trunk Setup in the Cisco Unified


Step 11 Create a route pattern for

the Recording CTI service.

See Route Pattern Setup in the Cisco Unified


Step 12 Configure the recorder for

redundancy.

See Trunk Setup in the Cisco Unified


JTAPI User

Quality Management requires that you configure a JTAPI user for Unified CM. This JTAPI user

will be used by the Recording CTI service and CUBE SIP CTI service to log in to Unified CM.

The JTAPI username and password will be required when you configure Quality Management

for Unified CM.

Note:If you are configuring Quality Management for Gateway Recording or Cisco

MediaSense Recording, you only need a JTAPI user if you intend to record screen.

To add a JTAPI user for Unified CM, see the Adding a New User section in the Cisco Unified

JTAPI Developers Guide for Cisco Unified Communications Manager. This document is

available on the Cisco website (www.cisco.com).

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

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n Quality Management can share the same JTAPI user with other applications.

Example:Unified CCX and Cisco Agent Desktop can share the same

JTAPI user.

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

n Assign the Standard CTI Enabled group to the JTAPI user. You also need to assign the

Standard CTI Allow Call Monitoring group to the JTAPI user. Live Monitoring requires

the permissions provided by this group.

Fully Qualified Domain Name

Quality Management supports Fully Qualified Domain Names (FQDN) or hostnames and IPaddresses when configuring the system.

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

n The hostnames specified for Quality Management must be resolvable by the clients that

need to connect to it.

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

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

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

hosts:

l Base server (Jetty service)

l Database server (Upload Controller service)

l Voice Record servers

l Site Upload server (Upload Controller service, Jetty service, and Media webapp)

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

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Supporting Asian Languages or Unicode Font

If you have user-entered data in Asian characters or Unicode font (for example, a team name,

an agent name, or a question), you must install the supplemental language support for East

Asian languages or a Unicode font. If you do not install supplemental language support or a

Unicode font, the characters do not appear in the Quality Reports when you generate a PDF

form. The following languages require supplemental language support.

n Chinese (China)

n Chinese (Taiwan)

n Japanese

n Korean

n

Russian

Installing Supplemental Language or Unicode Font Support

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

l Windows Server 2008:

a. Choose Start > Settings > Control Panel.

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

dow appears.

c. Click the Keyboards and Languages tab.

d. Click the Install/Uninstall Languages button.

e. Select the Install Display Languages and browse to the language pack,

and then follow the prompts to install the fonts.

l For Windows Server 2012:

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

Language. The Language window appears.

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

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

fonts.

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

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4. Select and copy the font you just added.

l batang.tcc (Russian and Korean)

l mingliu.tcc (Chinese and Japanese)

l A Unicode supported font (for example, Calibri)

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

Paste.

6. Restart the Monitoring and Recording Jetty service.

Supporting Asian Languages or the Unicode Font in PDF Reports

If you are using a non-Asian locale or a Unicode font, but want to include Asian characters or a

Unicode font in your PDF reports, you must perform the following steps.

Note:The HTML and CVS reports automatically display Asian characters and Unicode

fonts.

1. On the base server, go to the ...\Program Files\Cisco\WFO_QM\Jetty\calabrio-

solutions\reports folder and open the properties file associated with your locale.

Example:Open QMReport_fr.properties if your locale is French.

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

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




4. Open Windows Explorer and go to C:\Windows\Fonts.

The Fonts window appears.

5. Select and copy the font you just added.




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

Paste.

7. Save and exit the properties file.

8. Restart the Jetty service.

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Upgrading from Previous Versions

Quality Management supports direct upgrades from the following versions:

l Quality Management 10.0

l Quality Management 9.0

l Quality Management 8.5(2)

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

table.

From version Instructions

10.0, 9.0, 8.5(2) Uninstall the existing Quality Management from the base

server, then install Quality Management 10.5.

Upgrade client desktop applications over-the-top.

8.5(1) Upgrade to version 8.5(2). Follow the upgrade instructions in

the Cisco Unified Workforce Optimization Quality Man-

agement Installation Guide for version 8.5(2).

Upgrade path

Before you upgrade, consult the Release Notes for Cisco Unified Workforce Optimization

Quality Managementfor any last minute changes to the upgrade procedure.

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

complete the upgrade in the following order:

1. Complete the steps in Upgrading.

Important: The system you are upgrading to must be running a 64-bit Windows

Server. Upgrading from a 32-bit Windows Server is not supported.

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

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Proxy Host

When upgrading the Desktop Recording service or the Recording Thin Client software to the

latest version, the Proxy Host might be missing. To restore the Proxy Host, locate the Quality

Management in Programs and Features, right-click the Quality Management, choose Repair,

and follow the prompts.

Extend Screen Recording

When upgrading from 9.0(1) or earlier, the Extend Screen Recording option moves from

Dropped Event in Classifier Configuration window to the Workflow Administrator window. If

you specified multiple classifiers in a workflow, the default value (in seconds) for the Extend

Screen Recording option defaults to the highest specified value when you upgrade.

Agent Recording and Gateway Recording

When upgrading from 9.0(1) or earlier note that there has been some fundamental changes to

how recordings are managed.

Screen recording and workflow processing has been removed from the Voice Record servers

to reduce load on the Voice Record servers. The Voice Record servers only handle voice

recording.

The workflow is now processed on the base server and screen recording is performed on the

client desktop (Endpoint). Moving the screen recording to the client desktop removes host to

gateway connection issues. All screen recordings will be uploaded at EOD.

For Agent Recording:

n The workflow is used to determine which screen recordings are uploaded. This reduces

network usage by only moving the screen recording once for upload, not twice (stream

and upload).

n The Recording CTI service now sends screen recording start/stop signals to either the

Desktop Record server or the Screen Record (Thin Client Recording) server.

n Cisco Unified CM SIP is now configured to be sent to the signaling service instead of the

Voice Record servers.

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For Gateway Recording:

n The contact reconciliation and workflow are used to determine which screen recordings

are uploaded. This reduces network usage by only moving the screen recording once for

upload, not twice (stream and upload).

For Agent Recording and Gateway Recording: a Voice Record server can only connect to one

site.

Cluster Recording

When upgrading from 9.0(1) or earlier, you must associate each Voice Record server with a

unique Recording Cluster.

Recordings Folder

When upgrading from 9.0(1) or earlier, the recordings in the daily and staging folders under

C:\Program Files\QM\Recordings are moved, renamed, and uploaded. The daily and staging

folders are then removed. Future recordings are stored in the Recordings folder until they are

uploaded.

Configured Devices

When upgrading from 9.0(1), any devices configured for Cisco MediaSense and/or CUBE in

the VoIP Devices window are removed. The devices do not require additional configuration for

Cisco MediaSense and CUBE.

VoIP Devices for Cisco MediaSense Recording

When upgrading from 9.0(1) SRx to the latest version, note that the devices assigned to

MediaSense Recording were removed from the VoIP Devices table in Quality Management

Administrator. The recording method for Cisco MediaSense Recording changed from Agent

Recording to Gateway Recording. The old VoIP devices are not compatible with Gateway

Recording.

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Integration Configuration

When upgrading from 9.0(1), note that the following buttons have been moved from the

Monitoring and Notification window to the Enterprise Settings window in System Configuration

Setup (PostInstall.exe) and System Configuration:

n SMTP Configuration

n SNMP Configuration

The CDR Configuration button moved to UnifiedCM under Telephony Groups in System

Configuration Setup (PostInstall.exe) and System Configuration.

If you configured a distribution list for an SMTP configuration in 9.0(1), you must create a new

distribution list when you upgrade.

IBM Informix Driver

When upgrading from 9.0(1) or earlier, note that the supported Informix Client SDK changed to

the IBM Informix Driver.

When upgrading from 9.1 SR2 or earlier, note that changed from ODBC Bridge to the

IBM Informix Driver.

The IBM Informix Driver is installed when you install Quality Management.

Integration Configuration

When upgrading from 9.0(1), note that the following buttons have been moved from the

Monitoring and Notification window to the Enterprise Settings window in System Configuration

Setup (PostInstall.exe) and System Configuration:

n SMTP Configuration

n SNMP Configuration

The CDR Configuration button moved to UnifiedCM under Telephony Groups in System

Configuration Setup (PostInstall.exe) and System Configuration.

If you configured a distribution list for an SMTP configuration in 9.0(1), you must create a new

distribution list when you upgrade.

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CDR Configuration

When upgrading from 10.0(1), note that the CDR Configuration button moved to UnifiedCM

under Telephony Groups in System Configuration Setup (PostInstall.exe) and System

Configuration.

Recording Methods

When upgrading from 10.0(1), the Recording Types section was moved to the

Capture/Recording Methods (In-depth View) section of the Quality Management Integration

Guide.

Deploying Client Desktop Applications

When upgrading from 9.1(1), the information for deploying client desktop applications was

moved to the Client Desktop Application Deployment Guide.

Citrix or Windows Terminal Services

When upgrading from 10.0(1), the Citrix or Windows Terminal Services section was moved

to the Screen Recording for Citrix or Windows Terminal Services section of the Desktop

Requirements Guide.

Playing a Voice Recording

When upgrading from 9.1(1) or earlier, note that the behavior for downloading and playing a

recording in the Media Player has changed.

For 9.1(1) and earlier, voice recordings were downloaded, unencrypted, and uncompressed

when you played the recording in the Media Player. The voice recording was deleted when you

changed focus from the Media Player to another application on Unified Workforce

Optimization.

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Starting with 9.2(1), voice recordings are downloaded, unencrypted, uncompressed, and

streamed to your web browser when you play the recording in the Media Player. The voice

recording is deleted when you clear the cache in your web browser.

Best practices:Use HTTPS to connect to Unified Workforce Optimization through a

web browser and configure the QM certificate. See Updating the Signed Certificate for

instructions on generating certificates so that you can use HTTPS.

In Microsoft Internet Explorer, select the Delete Browsing History on Exit check box on

the General tab in the Internet Options dialog box. This ensures the cache, including all

voice recordings, is cleared every time you exit Internet Explorer.

Resiliency Options

When upgrading from 10.5(1), the Redundancy Options for Quality Management section was

to "Resiliency Options" and moved to the Cisco Unified Workforce Optimization Quality

Management Integration Guide.

Point-based Scoring

Starting with 10.x, point-based scoring is option when creating evaluation forms. Existing

evaluation forms that use percentage-based scoring are still supported, and that type of

scoring remains an option when creating evaluation forms.

Customizing the Reports Logo

Starting with 10.5(1)x, reports output in HTML, PDF, and XLS format contain a logo in the

upper left corner next to the report title. By default, the logo is the Cisco logo.

You can customize the logo that appears in the Reporting application by replacing the default

logo with one of your own under the Enterprise Settings window in System Configuration

Setup (PostInstall.exe).

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User Account Control (UAC)

Starting with 10.5(1) SR1, you are no longer required to disable UAC if you are using Microsoft

SQL Server 2008 or Microsoft SQL Server 2012.

Upgrading

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

1. On the SQL server, back up your Quality Management database.

See Backing Up the Databases for instructions.

2. Remove the existing Quality Management.

See Removingfor instructions.

If you are prompted to reboot the machine to remove the software, click No. This reboot

prematurely terminates background installation activities. You can manually reboot the

machine before you install the Quality Management upgrade.

3. Manually reboot the server.

4. Install Quality Management 10.5on the base server and select the Enable Automatic

Updates for All QM Clients check box on the Site Settings window in the System Con-

figuration Setup utility.

Selecting the Enable Automatic Updates for All QM Clients check box ensures that

Quality Management automatically updates the client desktops after you install Quality

Management10.5.

See Installing for instructions.

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

more information.

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Installing Quality Management

When you install Quality Management 10.5, you must choose one of the options in the followingtable and install the components as described.

To: Do This:

Install a

single server

configuration

1. Install Services on a Single Server.

2. Cancel System Configuration Setup.

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

4. Manually Run System Configuration Setup from C:\ProgramFiles\Cisco\WFO_QM\bin on the base server.

5. Install the client desktop applications (see the Client Desktop

Application Deployment Guide).

6. Update the digital certificate for the Base server. See

Managing Certificates.


Services for Quality ManagementInstall the services for Quality Management according to your system architecture. See the

Integration Guide for more information.

System Configuration Setup runs automatically after you have installed a service or group of

services. When using System Configuration Setup, you must complete System Configuration

Setup after an installation in order for the system to function.

Install Services on a Single Server

1. Copy the setup_MonRec_.exe, where is the version num-

ber and is the build number, to the base server.

2. Double-click the file setup_MonRec_.exe to start the installation wiz-

ard.

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If the Open - Security Warning dialog box appears, click Run to display the Custom

Setup dialog box. The InstallShield Wizard prepares to install Quality Management and

the InstallShield Wizard dialog box appears.

3. Click Next.

The Custom Setup dialog box appears. You need to install all services that appear in

this dialog box. These services will be installed on the server.

4. To select a service, click the icon next to the services name to display a menu and

select This feature will be installed on Local Hard Drive. Repeat this step for each ser-

vice.

The services you need to select are as follows:

l Base Services

l Database Services

l Site Upload Services

l Encoding Services

l Optional: Recording Servicesthis service can reside on the base server or the

Voice Record server

l CTI Services

l MediaSense Subscription Service

l CUBE SIP CTI Services

l Reconciliation Services

l Optional: Monitoring ServicesThis service can reside on the base server or the

Monitor server

You can change the location where the services will be installed by clicking Change

and entering a new path.

Note:The default path is C

Documents

Qm Installation Guide Cisco Ccx 105