Transcript Sample title slide 34 pt Arial

Knowledge Transfer Session
• WFO 10.1.2 (GA was August 3rd)
• QM10.1.2 (GA was August 3rd)
• ACR 10.1 SP2 Feature Pack
(available only via Controlled Introduction with Beta
Trial terms and Avaya Product Mgmt approval)
Issue 4.0
September 2011
Discussion Topics
 WFO 10.1.2
– Overview
– New DVD Line-up
– Content Description
• Added support for QM 10.1 SP2
• Unique integration with IQ 5.2 and ACCCM 6.2
 ACR 10.1 SP 2 Feature Pack
– Overview
– Content Descriptions
– ACR Agenda
 QM 10.1.2
– What’s New
– QM Agenda
©2011. All rights reserved.
WFO 10.1.2
©2011. All rights reserved.
3
WFO 10.1.2 Overview
Background
 WFO 10.1 is the current GA major release
 WFO 10.1.2 service pack update is available as GA as of August 3rd
 WFO 10.1.2 content includes:
–
Bug fixes and patches in updated DVDs / ISO images (listed on next slide)
–
New QM ISO image that supports Windows 2008 for QM and ER apps
–
New ISO images for ACR ( Windows & Linux) entitled ACR 10.1 build 2
• This incorporates all bug fixes up to and including Patch 101036 into new ISO image.
• Latest patch 101048 must still be deployed on top of ACR 10.1 Build 2
• ACR 10.1 Build 2 + Patch 101048 is exactly equivalent to ACR build 1 + Patch 101048
–
Support for Avaya IQ 5.2 integration, with click-thru to WFO apps
–
Support for Avaya Contact Center Control Manager (ACCCM) 6.2 integration, with
unified agent & port administration for CR, QM and WFM apps
–
Support for Avaya Aura® Contact Center (AACC 6.2)
 WFO 10.1.2 DVDs provisioned with ASD quotes run on or after August 1st :
©2011. All rights reserved.
WFO 10.1.2 : New DVD Line-up
ACR 10.1 Build 2
DVD #
Content
1
ACR (Linux)
10
ACR (Windows)
Comment
WFO 10.1.2 Applications
DVD #
Content
Comment
Quality Monitoring
Version 10.1.2 Build 191
3A
Cognos Report Server
64-bit of Version 8.4 for use with QM/ER
3B
Cognos Report Server
32-bit of Version 8.4 for use with QM/ER
WFM/Scorecard/Learning/Coaching
Forecast & Scheduling Client
WFM (et al) Integration Server
10.1.2.35
Cognos Report Server
Version 1.1.4 for use with WFM
Content Producer
10.0.4
Screen Capture Agent
10.1.2.191
2
4
9
* Other WFO 10.1 application DVDs & ISO images not mentioned here remain as is for use with 10.1.2
©2011. All rights reserved.
5
WFO 10.1.2
QM Supports Windows 2008 and SQL 2008
Quality Monitoring (QM) + Enterprise Reporting (ER) Applications now support:
 Both Windows 2008 and Windows 2003 OS
–
Previously QM only supported Windows 2003
–
Now supports 32 and 64 bit versions
–
Changed to Cognos 8.4 for 32 and 64 bit support (does not include WFM)
 Both SQL 2008 and SQL 2005.
–
Previously QM only supported SQL 2005
–
Now supports 32 and 64 bit versions
©2011. All rights reserved.
6
ACR 10.1 Service Pack 2
Feature Pack
©2011. All rights reserved.
7
ACR Agenda
 ACR 10.1 Service Pack 2 Feature Pack
–
Overview
–
Content Descriptions:
• Recording Modes Simplification
• SO has been removed and QM now uses SSC
• Inbound Only AACC SIP Call Recording
• Designated Recorder Pool Settings
• Disk Buffer Retention/Alarm
• Windows Support for CM Environment
• Virtualization Windows/VMware – Performance and Sizing
• PCS Dialer Tagging
• Proxy for ViewerX
• Blu-ray support on Windows
• Kerberos for ACR SSO
• Support for Tomcat 6
• ACR vulnerabilities addressed by Tomcat v6
• NTLM2 for QM
• TSAPI Replacement
©2011. All rights reserved.
ACR 10.1 SP2 Feature Pack Overview
 ACR 10.1 SP2 Feature Pack that is currently controlled release is different to
ACR 10.1 Build 2
 ACR 10.1 SP2 Feature Pack is a newer version of ACR that does contain new
content – See later slides for content description
 ACR 10.1 SP2 Feature Pack is not part of the official GA line up for WFO 10.1.2
– Initially ACR 10.1 SP2 Feature Pack will only be made available to a small
number of customers in a controlled availability phase.
– The current plan is to GA ACR 10.1 SP2 FP by end of CY 2011
©2011. All rights reserved.
ACR 10.1 SP2 Feature Pack Content
Overview
 The remainder of this presentation captures the new
content items that are part of ACR 10.1 SP2 Feature Pack.
 In general, the new content is more infrastructural rather
than higher level features, e.g. Tomcat replacement,
TSAPI Client replacement, etc.
– This means that in many cases, while the underlying code
implementation may change, the higher level functionality
does not.
 This release is not certified for use with TDM
recording channels or CS2x00 switches at this time.
©2011. All rights reserved.
10
Recording Modes Simplification
 CM Recording Modes
Recording Mode
Bulk Recording
Quality Monitoring
On Demand Recording
Meeting Recording
Uses
Single-step Conference
Conference
 Station bulk (used Service Observe) has been removed
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11
Recording Modes Simplification
 CM Recording Modes – Existing ACR 10.1
Recording Mode
Recording Mechanism Used
On Demand Recording
Conference
Meeting Recording
Conference
Station Bulk Recording
Service Observe
Station Executive Recording
Service Observe
Quality Monitoring
Service Observe
Externally Controlled (Service Observe mode)
Service Observe
Conferenced Recording
Single Step Conference
On Demand with External Controller
Single Step Conference
©2011. All rights reserved.
12
Recording Modes Simplification
• CM Recording Modes – Simplified in ACR 10.1 SP2
Feature Pack
Recording Mode
Recording Mechanism Used
On Demand Recording
Conference
Meeting Recording
Conference
Bulk Recording
Single Step Conference
On Demand with External Controller
Single Step Conference
• Service Observe mechanism removed:
• Station Bulk Mode (which used Service Observe) is now removed
• Other modes achieved with Bulk Recording Control options
©2011. All rights reserved.
13
Recording Modes Simplification
•
CM Recording Modes – Simplified Admin pages
•
Conferenced, Station Bulk, Station Exec pages removed
•
Functionality moved to new Bulk Recording Page
•
In upgrade scenarios, any configurations in the removed pages must be reconfigured on the new Bulk Recording page.
©2011. All rights reserved.
14
Recording Modes Simplification:
SSC Recording for QM
 When used in conjunction with QM, the ACR will now use Single Step
Conferencing (SSC) recording instead of Service Observe (SO)
 Only applicable to CM/AES and CM/AES/AACC hybrid environments
©2011. All rights reserved.
15
Inbound Only AACC SIP Call Recording
 In WFO 10.1, AACC SIP recording solution required both a Web Services
link to AACC and an additional CTI link to the Switch infrastructure
 This is known as a SIP Hybrid configuration
CM SIP Hybrid configuration in ACR10.1
CS1kSIP Hybrid configuration in ACR10.1
•
CCT Web Services link to AACC
•
CCT Web Services link to AACC
•
DMCC/TSAPI link to AES
•
MLS link to Switch via 2nd MLS server
©2011. All rights reserved.
16
Inbound Only AACC SIP Call Recording
 In WFO 10.1,SP2 Feature Pack, if the requirement is to only record inbound Contact
Centre Calls, then the 2nd CTI link is not required and need not be configured.
 Applicable to AACC SIP in both CS1k and CM environments.
CM SIP Hybrid configuration in ACR 10.1 SP2
Feature Pack
CS1kSIP Hybrid configuration in ACR 10.1 SP2
Feature Pack
•
CCT Web Services link to AACC
•
CCT Web Services link to AACC
•
DMCC/TSAPI link to AES OPTIONAL
•
MLS link to Switch via 2nd MLS server OPTIONAL
Optional
Optional
©2011. All rights reserved.
Inbound Only AACC SIP Call Recording
Please use following links too review SIP AACC with CM and CS1K
presentations provided by Tommy Moran
Module Description
Link
Duration (h:mm)
ACR in CM config
http://uconnect.demoavaya.com/p34661565/
0:55
ACR with SIP CC in CM config
ACR in CS1000 config (part 1)
http://uconnect.demoavaya.com/p91317230/
1:43
ACR in CS1000 config (part 2)
http://uconnect.demoavaya.com/p19959094/
0:50
ACR with SIP CC in CS1000 config
(R10.1.1)
http://uconnect.demoavaya.com/p29271026/
1:15
©2011. All rights reserved.
18
Designated Recorder Pool Settings
 The heritage NES NCR (CS1K based recorder) had the concept of defining a
designated recorder or pool of recorders to which DN’s/PosID’s would always
send their duplicated RTP streams.
 With ACR 10.1 Service Pack 2 Feature Pack, this feature is now being
extended CM environments.
 The image below reflects a DN configuration page within ACR 10.1 SP2
Feature Pack where the option to define a preferred recorder/pool is
presented.
©2011. All rights reserved.
19
Disk Buffer Retention/Alarm
 Allows calls stored on ACR for a known period of time as opposed to estimating how long the calls
will be retained based Disk Size and Call Volume
 Recorder continues to delete calls when space is required regardless of the retention period..
–
Should the recorder buffer fill up then calls will be deleted regardless of the retention period. The solution should indicate
through a configurable alarm that this is taking place.
 The retention period can be set in daily increments and will only apply to the call buffer.

–
It has no impact on Local Archive or centralized Archive.
–
Minimum setting is 1 day
If this new setting is not enabled then the solution should work on space alone as it does today.
 Setting should best be set on a Per System basis (i.e. a global setting) and configured at the ACR
Master level.
 Operational Issues: It is preferable that the recorder delete the calls at midnight following the
expiration of the retention period. Calls recorded during the day will therefore not be deleted at the
earliest until midnight after the call has reached its retention period. So a call recorded at 8am on
Thursday will not be deleted until midnight the following Thursday if the retention is set to 7 days.
 Alarms: Archiving alarms should still apply regardless of this setting
–
If the system is set to alarm if calls are about to be deleted without archiving then this applies for either space deletion or
duration deletion.
 Applicable to all environments (CM & CS1k)
©2011. All rights reserved.
20
Disk Buffer Retention/Alarm
©2011. All rights reserved.
21
Windows Support for CM Environment
 Allows the Windows version of ACR 10.1 SP2 Feature
Pack to be deployed in a CM environment
– Previously, only Linux was supported
– Supports Windows 2003
– Supports Windows 2008
©2011. All rights reserved.
22
Server sizing for Windows and Linux Servers
The benchmarks given below are for the following server
specification, which is the minimum required for new
installations (upgraded systems can be assumed to
continue supporting the load for which they were sized on
the version originally installed):
 2.5GHz Quad-core CPU
 1Gbps Ethernet NIC port
 4GB RAM
 RAID 1 or 5 strongly recommended
 DVD drive for installation of software (capable of writing DVD+RW
and/or Blu-ray disks if local archiving is required)
 RedHat Enterprise Linux 5 Update 6 (Communication Manager only)
or Windows 2008 Server
 Please refer to the Customer Furnished Equipment Guide for WFO for
detailed specifications and sizing
©2011. All rights reserved.
23
Server sizing for Windows and Linux Servers
Typical storage requirements for screen recordings are shown below but these can vary
enormously according to how dynamic the users' screens are. Screen recordings must be taken
into account when sizing storage requirements as well as network bandwidth.
Screen Resolution Color Reduction No Color Reduction
1024 x 768 200 KB / min 800 KB / min
1280 x 1024 239 KB / min 1200 KB / min
1600 x 1200 301 KB / min 1800 KB / min
Additional Storage Sizing, Channel limits, and Screen Recording Sizing defined in ACR PIA
Guide
©2011. All rights reserved.
24
Virtualization Windows/VMware – Performance
and Sizing
 It is possible to configure a virtualized environment using VMware ESXi
4.1 Update 1 where the Quality Monitoring System and the ACR are
installed in their own guest O/S on the same hardware.
 Care should be taken to follow VMware recommendations for ensuring
accurate timekeeping in the virtualized guest systems.
– Note that ACR and QM clocks must always be closely synchronised
 When a snapshot is taken of the ACR, the clock time is also stored with
the Snapshot, which can cause issues if the snapshot is activated
– Snapshots not recommended in a live production environment
 Impacts to Server Capacity:
– Reduce the maximum concurrent channel number by approx 10%
 Linux Virtualization (KVM or XEN)
– This is currently not supported
©2011. All rights reserved.
25
PCS Dialer Tagging
 Specific to the PC (Proactive Contact ) Dialler integration
 Enhance the existing ACR dialer integration to support the capture and
tagging of call disposition codes to the Recorder database.
 PCS Dialer integration now includes tagging by any of the "IDENT" fields.
 This integration should support PostgreSQL and eWare/Viewer based
environment and could include up to 14 different disposition codes appended
to a single call after call disconnect and before next “Ready”.
 PCS version 4.x hard and soft dialer solution forms the basis for this
development.
©2011. All rights reserved.
26
Proxy for ViewerX
 ViewerX is the term sometimes used to refer to the Search & Replay
Section of the ACR Administration Web Interface
 ACR 10.1 SP2 Feature Pack will support Internet Explorer when
configured with a Proxy.
 Requirement was raised via Verint support incident 3848663
 This feature is not to be ported back to ACR 10.0 or 10.1
 Applicable to all environments (CM & CS1k)
©2011. All rights reserved.
27
Blu-ray support on Windows
 Local archiving now supports Blu-ray on Windows as well
as on Linux. (Previously Blu-ray was only supported on
Linux)
 Linux:
– Only BD-R type supported
 Windows:
– Only BD-RE type supported
©2011. All rights reserved.
28
Kerberos for ACR SSO
 Kerberos is a network authentication protocol designed to provide strong
authentication for client/server applications by using secret-key cryptography.
 There is a requirement to ensure that a client connecting to ACR (search &
replay, Admin UI etc) can prove its identity to the ACR (and vice versa) across
an insecure network connection.
 If you specify a domain and username, the system will attempt to authenticate
you via Kerberos. In this case, you will not see Logoff or Change Password
links on the web pages presented by the recorder.
 This feature is also known as "Single Sign On" (SSO) as users only have to
log onto their Windows workstation, but do not need to log on to the search
and replay application separately.
 Applicable to both Windows and Linux versions of ACR.
©2011. All rights reserved.
29
Support for Tomcat 6
 Upgrade ACR Linux OS Tomcat to counter recently exposed
vulnerabilities.
 It is likely that Tomcat v6 will to deal with these issues
 No impact to installation, configuration or functionality
 Applicable to all environments (CM & CS1k)
©2011. All rights reserved.
30
NTLM2 for QM
 QM currently has a fileshare which uses NTLM1 security.
 Most Windows servers now implement NTLM2 as standard and do not enable
NTLM1 by default anymore.
 ACR 10.1 SP2 Feature Pack now supports NTLM2 for the QM fileshare
©2011. All rights reserved.
31
TSAPI Client Replacement
 This implements a new a native adapter within ACR via ASN1 and therefore
removes the existing Avaya TSAPI thin client as is currently used in ACR 10.1
 The existing Avaya TSAPI client is 32 bit only whereas the new native adapter
is 64 bit.
–
This will enable the ACR to evolve to a 64 bit application
 No impact to installation, configuration or functionality
 Only applicable to CM/AES environment (which uses TSAPI)
©2011. All rights reserved.
32
ACR Installation\ Key Facts
 Allows the Windows version of ACR 10.1 SP2 Feature Pack to be deployed in a CM
environment. Previously, only Linux was supported.
 Linux Version Install steps identical to previous versions CSCM/10.0/10.1
 Windows version simply involves running install.htm (no kick start involved)
 This release is not certified for use with TDM recording channels or CS2x00 switches
at this time.
Use Windows Server 2008 R2 Server for all
new installations.
Existing systems running earlier version 7.0 of
NES Contact Recorder on Windows 2003
Server, Release 2, Service Pack 2 can be
upgraded.
You must plan the partitioning of your server's
disk(s) in line with the storage needs.
Partition the disks of all servers so that the
operating system and recordings storage are
both separated and secure. For the Avaya
Contact Recording application, prepare three
partitions. Further information provided in PIA
guide.
©2011. All rights reserved.
33
Windows ACR components
Windows
ACR
service
Location of
ACR Log
Install directory structure
for windows ACR
©2011. All rights reserved.
34
Impact on QM configuration with
ACR10.1 SP2
- No change from previous Version 10.1
- IF connector : configured the same way for both deployments.
Since ACR10.1 we use port 3080 instead of 3082
In QM10.1.2 Logonlogoff is a new standard attribute that doesn’t need
to be defined ( explained in more detail in later QM10.1.2 delta slides).
- Voice Cards: Still defined as in WFO10.1
For CM deployments: Recording channels have to match the
number of concurrent recordings likely to occur within QM. (with the removal of
service observe we no longer need to dedicate Softphones for QM recording).
Telephone Replay still requires Replay channels to be defined. Each replay in progress
will still use a Softphone.
For CS1K deployments: Recording channels are configured as in WFO10.1
No telephone replay available in CS1K
- Switch: No change
We define Meridian1/ Succession Switch for CS1K deployments
We define Avaya Definity G3/S8300/S8700 Switch for CM deployments
©2011. All rights reserved.
35
Front end/Operations GUI menus in
ACR10.1 SP2
Operations
ACR10.1
ACR10.1SP2 With CM deployment
ACR10.1SP2 With CS1K deployment
Station Exec/Station Bulk removed from GUI for CM deployments. Conferenced merged
into Bulk Recording (Functionality still available within Bulk Recording).
General Setup
ACR10.1
ACR10.1SP2
New Avaya Aura Contact Centre Interface tab. Previously AACC configuration was
done within the Contact Centre Interface
©2011. All rights reserved.
36
Conferenced Merged into Bulk Recording
ACR10.1
ACR10.1SP2
Change highlights:
• Apply Beep Tone within recorder is now a global setting for SSC. Moved to Contact Centre Interface tab
• Configuration has been rationalised and enhanced to provide a superset of features.
For example:
- the "Designated Recorder" and "Record Internal calls only" settings are now available on both CM/CS1K
- Enhanced Recording control parameters.
- Default recording settings can be overwritten for specific targets by means of additional
configurable settings. (Recording Control) (Add Rule) (Advanced tab found by clicking the edit button
next to addresses defined).
©2011. All rights reserved.
37
Bulk Recording (Deeper Dive)
• Ability to control call recordings influenced by External controls such as Unify or
instruction from a phone. (example: Retain for Exec Recording).
• Ability to exclude calls from recording by using recording rules based on particular attributes.
• You can override most of these settings for specific recording targets - using the Advanced
settings of the phone number ranges shown on following slide
©2011. All rights reserved.
38
Settings For Specific Recording Targets
• Designated Recorder/Pools now available with both
CM/CS1K deployments.
• Enhanced Recording controls that can be made
specific to a recording Pool Target
©2011. All rights reserved.
39
Bulk Recording menu For CM Deployment
The following items are only seen with CM deployments not CS1K:
- Delete Recording by entering
- Retain Recording by entering
-Specify address(es) to be entered into configuration
-Specify recording targets by Stations, Agents, VDN, Skills
©2011. All rights reserved.
40
Bulk Recording menu For CS1K
Deployment
The following items are only seen with CS1K deployments not CM:
- Specify DN or Position ID to be entered into configuration
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41
Archive
Local archiving now supports Blu-ray on Windows as well as on Linux.
©2011. All rights reserved.
42
Quality Monitoring
ACR10.1
ACR10.1SP2
• With the removal of Service Observe for CM deployments we no longer have to assign ports to the
QM recording mode as such “Ports assigned” has been removed.
• QM Telephone replay available in (CM deployments Only) will still require Softphone usage.
• There is no change in setup and configuration for the CS1K
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Replay (Applicable for CM deployments only)
ACR10.1SP2
ACR10.1
New Setting added “Warn when available channels falls below”
Applicable to CM deployments only
Reminder this is only for CM and does not relate to QM Telephone Replay
©2011. All rights reserved.
44
General Setup >Recorder
POI:
• New setting for days to retain calls before deleting from disk buffer
• Call Storage Path (setting only seen when deploying windows ACR).
• Call storage path location needs to exist on server. This setting will not
automatically create location
• All other configuration items here have not changed and are still configured
as per 10.1.
©2011. All rights reserved.
45
Contact Centre Interface configuration
settings for CM deployments
• CCT configuration for Avaya Aura CCT server moved to its own separate tab under the
General setup.
• Apply Beep Tone settings added here. Previously was located under conferenced and QM
recording modes.
• Configuration identical to that of ACR10.1 with CM deployments.
•Previously used Logical Identifier name to define TSAPI link
•Previously, the TLINK name determined whether or not the TSAPI link was secure.
•This is now assumed to be secure unless altered via the properties file.
©2011. All rights reserved.
46
Contact Centre Interface configuration
settings for CS1K deployments
• CCT configuration for Avaya Aura CCT server moved to its own separate tab under the
General setup.
©2011. All rights reserved.
47
Avaya Aura Contact Centre Interface
• Previously we defined CCT server under the Contact Centre Interface
• CCT Username is now definable. Previously we could only define password
and windows domain for the built in CallRecordUser.
©2011. All rights reserved.
48
QM10.1.2
Avaya QM10.1.2
Overview
(went GA 3rd August 2011)
What’s New
©2011. All rights reserved.
49
QM Agenda
- Goals and Objectives
- Tech Stack Updates
- Minor Feature Enhancements
- ER Localization (English Only)
- Server Hardening Guidelines
- New Configuration Settings
- Upgrade Process
©2011. All rights reserved.
50
Goals of QM10.1.2 Release
 Add Windows 2008 Support
–
Windows 2008 R2/SQL 2008 (64 bit)
–
Windows 2008 Hyper-V
 Supportability
–
Replace the EOL Cognos 1.1 with Cognos 8.4.1
–
Upgrade ER Tomcat to 6.0.24
–
Rollup of bug fixes
–
Additional security/hardening guidelines
–
Target for all 7.x upgrades
 Minor tech stack updates
–
Citrix XenApp 6 and XenDesktop 5
–
Remove Tardis 3rd party software from DVD
–
Maintain support for SP1/SP2 tech stack
 Supports ER localization- Avaya
–
ER localization supports English only (QM already supports 9 languages)
©2011. All rights reserved.
51
Tech Stack Updates
 Windows 2008 R2 and SQL Server 2008 (64-bit)
–
Will require an “indirect” upgrade path
 Citrix XenApp 6
–
Next version of Citrix Terminal Services
 Citrix XenDesktop 5
–
For virtual desktop infrastructure support
 Windows 2008 Hyper-V
–
For virtual server and desktop support
 Remove Tardis from DVD and documentation
–
Recommend use of Windows Time Services
 Updated Tomcat for ER
–
Tomcat 6.0.24 addresses some security issues in 5.5.9
©2011. All rights reserved.
52
Cognos 8.4.1
 Cognos 1.1 standard support has expired
–
Hard to resolve customer issues
 Moving to Cognos 8.4.1 aligns with Verint Branded V11
–
Important for cases where QM v7 is integrated with V11 WFO
 Cognos 1.1 can be upgraded directly to 8.4.1 32-bit
–
CSI upgrade is “in-place” (< 2 hour process)
–
If WFM v7/v10 Reporting is deployed, QM ER will need to use a separate Cognos instance.
 64-bit version available as well
–
for Windows 2008 R2
 No impact on customers
–
GUI and Reports remain the same (minor changes in layout and print format)
–
All saved reports and ad hoc reports are migrated
–
No need to retrain users
©2011. All rights reserved.
53
Minor Feature Enhancements
 Number of saved search queries increased from 20 to 40
 Additional information logged in audit trail
–
Admin resets a user’s password
–
Admin activates/inactivates a user
–
Admin changes a user’s role
–
User changes password
–
User login fails and why
–
User account is locked
 Minor UST enhancements
–
Automated cleanup of import and report folders
©2011. All rights reserved.
54
QM/ER Localization
 Overview
 QM Localization supports
Simplified Chinese, Japanese, Korean, English, French, German,
Italian, Russian, Latin Spanish, Brazilian Portoguese.
The Avaya Offer Definition defines all aspects of the AAWFO offer including
product mix, platform support and localization. This was created for AAWFO
10.1 and has not be updated for SP2 but the content is still relevant. This
document is used by both Avaya and BP Sales, Services and Support.
ER localization is only available in English. Avaya decided not to
perform the localization for ER but focused their efforts on translating
QM.
©2011. All rights reserved.
55
Server Hardening
 Overview
–
Security conscious customers require that only necessary components and services be
enabled
• Only those network services, applications, packages, libraries, files, operating system
services, and configurations required by the system design shall be installed and enabled
during system installation and operation
 Impact on Configuration
–
The QM Security Administration Guide now includes guidance on what Windows and third
party services cannot be disabled
–
Customer IT departments can use these guidelines to disable the remaining unnecessary
components/services
©2011. All rights reserved.
56
New Root Setting
Properties – General Tab
• Renamed from “Contacts
with Multiple INUMs”
• Moved from Contact
Viewer Settings
• Is used for IFConnector
functionality as well as
Viewer
• Can now be used to
control IFConnector
behavior when integrated
with ACR
©2011. All rights reserved.
57
New IF Connector
Adapter Property Setting
• New standard attribute
• No longer requires a
custom property to be
created
• Will eliminate tickets from
missing configuration step
©2011. All rights reserved.
58
New JRE Settings Attributes
Additional attributes for
JRE configuration
• Downloadable
• CLASSID
©2011. All rights reserved.
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New JRE Configuration Functionality
Controls whether or not
JRE can be downloaded to
desktop
Allows CLASSID to be set
to the (1) specific version,
(2) family version, or (3)
universal version.
This controls the behavior
of which JRE will be
executed on the desktop:
(1) specific version, (2)
latest in the family, or (3)
latest JRE installed.
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New AIM Registry Settings
•
[HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\AIM] "AutomatedLogonLogoff"=dword:00000001
– Works similar to command string logon (/logon /agentid
%USERNAME% /ext %COMPUTERNAME%)
– Simpler to configure
• [HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\
eQuality Agent\Capture\CurrentVersion] "SendFQDN"=dword:00000001
– Directs AIM to send Fully Qualified Domain Name instead of
just hostname as the workstation identifier to QM
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Upgrading to QM10.1 SP2 -32 Bit OS
Same as current upgrade process to latest SP
10.1.0/10.1.1 to QM 10.1.2 (aka 10.1.1 SP2)
Will be done by support (as in previous cases)
Scope similar to 10.1.0 to 10.1.1 upgrade
Direct upgrade
Only difference is need to upgrade Cognos
7.7.1 & 7.7 SP2 to QM 10.1.2
Will be done by services (as in previous cases)
Scope similar to 7.7.1 and7.7.2 to 10.1.0/10.1.1 upgrade
Tech stack updates for SQL Server and Dialogic
Direct or Indirect upgrade supported
All versions < 7.7.1 to 10.1.2
Indirect upgrade, as performed for upgrades to 10.0
Screen Capture/AIM upgrade is recommended, but optional
Please refer to QM and ER 10.1.2 Upgrade Guides for more details
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Upgrading to QM 10.1.2 -64 Bit OS
 Requires Services
 Requires new OS and SQL Server
– Requires new (or re-imaged) server with Windows 2008 R2
and SQL Server 2008 64-bit
– Requires indirect (clean) upgrade
– Databases must be backed up and restored for QM, ER, and
Cognos
– Content files (eCorder directory) on every eRecorder server
must be backed up and restored
 Screen Capture/AIM upgrade is recommended, but
optional
 Please refer to QM and ER 10.1.2 Guides for more details
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Upgrading QM to 64-bit OS
1.
Backup QM database
2.
Backup eCorder directory on every eRecorder
3.
Backup Witness registry on BDR server
4.
Install Windows 2008 R2 on all QM servers
5.
Install SQL Server SP1 2008 64-bit on DB server
6.
Restore QM database and run update scripts
7.
Install QM 10.1.2 (and other 3rd party components)
8.
Restore eCorder directories on eRecorders
9.
Restore Witness registry values if needed
10. If moving to new box, change server/host name in QM DB
©2011. All rights reserved.
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Upgrading Cognos to 64-bit OS
1.
Backup Cognos 1.1 databases (CRN_CS, CRN_AUDIT)
2.
Install Windows 2008 R2 on Cognos server
3.
Install SQL Server SP1 2008 64-bit on Cognos DB server
4.
Restore Cognos 1.1 databases (CRN_CS, CRN_AUDIT)
5.
Run CSI 64-bit to install Cognos 8.4.1 64-bit
–
Select option to “Use existing” Content Store database (point to the
CRN_CS databases above)
–
For 1.1.4, select option to “Use existing” Logging database (point to
the CRN_AUDIT database above)
–
For 1.1.2, select option to “Create New” Logging database
©2011. All rights reserved.
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Upgrading ER to 64-bit ER
1.
Backup ER databases
2.
Install Windows 2008 R2 on all ER servers
3.
Install SQL Server SP1 2008 64-bit on ER DB server
4.
Install ER 7.8 SP2 (with “create new databases” option)
5.
Stop the “Enterprise Reporting” service
6.
Restore ER databases
7.
Grant access to WS_ER and WS_Portal users
8.
Run upgrade scripts on ER databases
9.
Restart the “Enterprise Reporting” service
10. Recreate the ETL extract tasks
11. Upgrade ETL extract component on QM server
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Interoperability
 QM/ER 10.1.2 (aka 10.1.1 SP2) interoperability with other suite
components is same as QM10.1.0/10.1.1
– WFO/Foundation 7.8
– Separate Cognos instances may be required as WFM v7/v10
Reporting still uses Cognos 1.1.4, and QM Reporting uses
Cognos 8.4.1.
– CSCM 7.8/ACR 10
– ER 7.8 SP1
– Screen Capture (QM 7.7/7.8)
– Speech Integration Service 10.2 (Supports Speech Analytics
Categories in QM search and replay when QM Speech
Integration Service SIS is deployed along with Speech
Extraction Manager).
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WFO10.1.2 Applications
DVD #
Content
Comment
Quality Monitoring
Version 10.1.2 Build 191
3A
Cognos Report Server
64-bit of Version 8.4 for use with QM
3B
Cognos Report Server
32-bit of Version 8.4 for use with QM
WFM/Scorecard/Learning/Coaching
Forecast & Scheduling Client
WFM (et al) Integration Server
10.1.2.35
Cognos Report Server
Version 1.1.4 for use with WFM
Content Producer
10.0.4
Screen Capture Agent
10.1.2.191
2
4
9
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Questions
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