Viewer. Installation and Configuration Guide

Transcription

1 Viewer Installation and Configuration Guide Release 7.8 SP1 January 2008

2 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide. The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,659,768; USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 6,959,078; USPN 6,724,887; USPN 7,216,162; European Patent ; GB ; and other provisional rights from one or more of the following Published US Patent Applications: US 10/061,469; US 10/061,489; US 10/061,491; US 11/388,854; US 11/388,944; US 11/389,471; US 10/818,787; US 11/166,630; US 11/129,811; US 11/477,124; US 11/509,553; US 11/509,550; US 11/509,554; US 11/509,552; US 11/509,549; US 11/509,551; US 11/583,381; US 10/181,103; US 09/825,589; US 09/899,895; US 11/037,604; US 11/237,456; US 09/680,131; US 11/359,356; US 11/359,319; US 11/359,532; US 11/359,359; US 11/359,358; US 11/359,357; US 11/359,195; US 11/385,499; US 11/394,496; US 11/393,286; US 11/396,061; US 11/395,992; US 11/394,410; US 11/394,794; US 11/395,350; US 11/395,759; US 60/799,228; US 11/479,926; US 11/479,841; US 11/479,925; US 11/479,056; US 11/478,714; US 11/479,899; US 11/479,506; US 11/479,267; US 60/837,816; US 11/528,267; US 11/529,132; US 11/540,281; US 11/540,322; US 11/529,947; US 11/540,902; US 11/541,056; US 11/529,942; US 11/540,282; US 11/529,946; US 11/540,320; US 11/529,842; US 11/540,904; US 11/541,252; US 11/541,313; US 11/540,086; US 11/540,739; US 11/540,185; US 11/540,107; US 11/540,900; US 10/610,780; US 10/832,509; US 11/608,340; US 11/608,350; US 11/608,358; US 10/771,315; US 10/771,409. Other U.S. and International Patents Pending. VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners. Doc Version

3 Contents About This Guide Intended Audience Conventions used in this guide Standard Conventions Information Icons Related Documents If You Need Help Before You Contact Technical Support Contacting Technical Support Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) Telephone Direct Internet FTP Other Support and Training Alternatives Viewer Installation Installation Overview System Requirements Server requirements Combined system support IIS and Viewer Client requirements Enabling the basic (HTML 4) version of Viewer Configuring Internet Explorer Configuring Internet Explorer on the Viewer server Configuring Internet Explorer on Windows 2003 Clients Configuring Windows Components Windows 2003 Enterprise R2 Edition Installing a Database Installing Oracle Installing SQL Server Installing SQL Server SQL Server 2005 Requirements Installing Viewer and eware on the Same System Installing Viewer Updating the Viewer WSDL files Enabling Secure Socket Layering (SSL)

4 Contents Installing and enabling SSL on the server Creating a certificate request Obtaining and enabling your certificate Configuring the client PC for SSL Uninstalling Viewer Internet Options Upgrading the System Upgrading from earlier versions of Viewer Running the Post-upgrade Utility Important notes about the Upgrade process Upgrading large SQL Server databases Sites at risk Particular issues EWareCalls.tblCalls table Audit.Event table Adding indexes General recommendations Configuring Viewer Configuring the System Setting up Logging Setting up User Access Adding Users and Assigning Roles Creating a new Windows user Adding users to a role Adding users and groups to a role Verifying User Accounts Adding a New Role Controlling Access to Calls Adding a Location Adding a System Capture Platforms Adding Capture Platforms Capture Platform Information Creating Queries Generating a Template Deleting a query template Creating a query Query Editing Permissions Specifying Cache Size Specifying Replay from Archive Enabling Archive Configuring the System to Support Redirection Disadvantages Setting up redirection To create a redirection table Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

5 Contents To add a default system Verifying the changes Additional Configuration Options Energy envelope display Screen Capture replay dialog box Enabling Trace Enabling SSL Integrating Viewer and Scorecards Creating a Drilldown to Calls Query Enabling Drilldown to Calls Integrating Without an Agent ID Configuring AudioServer AudioServer overview Adding AudioServers to Viewer Allowing System Roles to Use AudioServer A Supplemental Configuration Information ODBC Configuration Setting up the System in a WAN Environment Citrix Terminal Server Clients Sample Topologies for Viewer Redirection Redirection with Central Databases Disadvantages Advantages Redirection with Local Databases Disadvantages Advantages Installation Log File NT Event Log and Audit Database Backing up Software Time Synchronization NIC Card Changing the Codec to Stream Audio to Client Browsers Examples Call Delay Replaying Calls on Windows EyrInfQueuedCache Security Configuration Configuring Component Security Call Stitching Using MediastoreStitching Using StitchingEnabled Database Management Commands Replay of G729a and A-law in Contact Visualization Improving Performance on Busy Servers Index Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

6 About This Guide This guide explains how to install and configure the Viewer server software. It also provides instructions for system administration and maintenance. This introductory section includes the following information: Intended Audience Conventions used in this guide If You Need Help Contacting Technical Support

7 Preface - Intended Audience Intended Audience This guide is intended for use by Engineers, partners, and distributors responsible for installing and configuring Viewer. Conventions used in this guide The following two tables describe some of the conventions that are used in this document: the Standard Conventions table highlights conventions used to describe user interaction, as well as special notations the Information Icons table describes the icons used to highlight information of special interest to the user Standard Conventions Area Menu Items Description Menu items are highlighted in bold as in the following example: From the menu, choose File > Preferences > Options. Document Names Other Verint Systems documents are referred to using italics. For example: Refer to the Viewer User Guide for more information. Buttons, Functions, and Dialog Box and Window Names User Variables Specific button or function names are highlighted in bold. The following example shows how a button and dialog name are referred to in the documentation: Click OK, and then choose the Restore Database dialog box. When the user is expected to type a value, the name of the variable to be replaced is surrounded by < >. The following are examples: <Your Viewer Server Name> The notation <Your Viewer Server Name> refers to the name of your Viewer server. When you see this notation, replace it with the actual name of your Viewer server. Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

8 Preface - Related Documents Information Icons Icon Type Note Function Important details that we want to make sure that you do not overlook. Tip Helpful hints that can improve the efficiency or effectiveness of your work. Caution Advice that can help you avoid undesirable results. Warning Situations that can result in: Harm to software Loss of data An interruption in service Related Documents The following documents may be helpful as you install and configure Viewer: Full-time Recorder Installation Guide Full-time Recorder System Infrastructure Guide Viewer User Guide Viewer Quick Reference Guide Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

9 Preface - If You Need Help If You Need Help Our goal at Verint Systems is to provide you with the best products backed by a high quality support network with a variety of resource options. These include: Verint Systems website and Customer Interaction Center (CIC) Telephone Direct Internet FTP Other support and training alternatives Before You Contact Technical Support Help from Technical Support is as near as your keyboard or telephone. However, before you contact us, read this section carefully. We can provide faster and better service if you have certain information available when you contact us. You can solve many problems quickly with the information in the online Help system or in this manual. When running the product, you can select the Help button in the upper-right portion of the window to get help for the active window or dialog box. If you are unable to solve a problem by using the online Help or this manual, and you need help from Technical Support, use the guidelines in the following checklist before you contact us: 1 Write down the problem and details that may help us solve the problem. If you can consistently reproduce the problem, list the steps to reproduce it. 2 Have at least the following information available when you contact Technical Support. Your name and customer site number, and identify yourself as a customer, Verint Systems partner, or Verint Systems employee. Customer-initiated CIC contact is restricted to customers that are one of the designated support contacts on your company s service level agreement. Product name and version number. Server and client operating systems and service pack version numbers Supporting files and screenshots (if available) ACD type and reporting package (for ACD-related issues) The wording of any error messages from the product and/or operating system Has this problem occurred previously? If it is new, did you change your system configuration recently? Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

10 Preface - Contacting Technical Support Contacting Technical Support Once you have determined that you need technical support, and you have gathered as much information as you can based on the checklist, the following provides a list of the various support options and alternatives: Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) Telephone This facility allows users worldwide fast access to product information, marketing and sales information, information about the company, technical documentation, support case management, and support solutions information. You can access the VerintWitness Actionable Solutions Customer Interaction Center (CIC) support site at or through by clicking the Support Login link from the Home page. Once you have successfully logged on to the CIC, use the navigation tree on the right to access available user manuals, troubleshooting guides, FAQs, and more. For help using the site, refer to the CIC Support Website Navigation Guide. To access this document, click the link at the right on the CIC Home page. The guide is a PDF file that you can save or print locally for future reference. Witness Systems' Customer Interaction Center (CIC) provides the self-service tools and information you need to get the most out of your investment. Americas: WITNESS (USA toll-free) Europe/Middle East/Africa: (0) Hong Kong/Asia Pacific: Australia: New Zealand: Japan: +81 (0) For geographic locations and hours of operation, refer to and click on Contact Centers. Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

11 Preface - Contacting Technical Support If you are a new customer and need a logon ID and password, you can support@witness.com to obtain your new logon information. Direct Internet FTP This facility greatly speeds up transfer of new and upgraded software to all Witness Systems customers. Contact us for more information about access to Direct Internet FTP services. Other Support and Training Alternatives In addition to documentation, online Help, and support services, Witness Systems also offers both classroom-based and online learning alternatives to suit your specific needs. Contact us for more information about other support and training alternatives. Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

12 Chapter 1 Viewer Installation This chapter describes the following topics: Installation Overview System Requirements Installing a Database Installing Viewer and eware on the Same System Installing Viewer Enabling Secure Socket Layering (SSL) Internet Options

13 Chapter 1 - Viewer Installation Installation Overview Installation Overview Viewer is a server-only installation, with client access via web browser. You may install Viewer on the same server as the recorder. However, for maximum performance, Nortel recommends that you install Viewer and the Note: eware database on a separate server. If you are installing eware and Viewer on the same server, refer to Installing Viewer and eware on the Same System. To install Viewer, complete the following tasks in sequence: 1 Verify that your intended Viewer server and clients meet the system requirements. 2 Configure Internet Explorer to support Viewer connections. 3 Install a database Microsoft SQL Server 2000 or MSSQL Server 2005, MSDE, Oracle 9i, or Oracle 10g. If you are using Oracle, you must complete this step before installing Viewer. You will be provided with the required scripts. Viewer does not support multiple eware for Oracle. Viewer can pull calls from different Recorders only when they are pointing to a single database server. Note: 4 [If necessary] Complete the steps required to install Viewer and eware on the same machine. 5 Install the Viewer software. 6 [If necessary] Install and configure SSL to secure Viewer communications. Unless otherwise stated, complete all procedures while logged on to the Viewer server. Note: Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

14 Chapter 1 - Viewer Installation Installation Overview System Requirements Viewer consists of a server component, which users (clients) access remotely using a web browser. Server requirements The machine on which you install Viewer must meet the following minimum specifications: Hardware/Software Minimum requirement Operating System Windows 2000 Server (Service Pack 4), with Internet Information Services (IIS) installed or Windows 2003, with the following Application Server subcomponents installed: Application Server Console Enable network COM+ access Microsoft Messaging Queue (MSMQ) with Active Directory Integration disabled and HTTP Support enabled. ASP.NET Network DTC access Internet Information Services (IIS) or Windows 2003 Enterprise R2 Edition Note: To install ASP.NET and enable DTC access select Start > All Programs > Add remove programs > Add remove Components > Application Server, and ensure that you select ASP.NET and Enable Network DTC access. Note: IIS requires specific configuration to work with Viewer on Windows See IIS and Viewer. CPU RAM HDD Network Intel P4 1.6 GHZ 2 GB 25 GB free disk space for installation 10 or 100BaseT Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

15 Chapter 1 - Viewer Installation Installation Overview Hardware/Software Browser Other Requirements Minimum requirement Internet Explorer. Before installing Viewer you must ensure Internet Explorer is installed on the server and that the proxy configuration is set to Bypass proxy for local addresses. See Configuring Internet Explorer on the Viewer server. Sound card Database access (SQL Server 2000 with SP4, MSSQL Server 2005 with SP2, Oracle 9i, Oracle 10g) Viewer performance depends on the performance of the machine and the number of users accessing it. Note: Combined system support Viewer supports the following combined systems: Screen Capture and ContactStore IP (formerly MediaStore) Screen Capture and ContactStore IIS and Viewer Viewer requires Microsoft IIS to run properly. Refer to your Windows documentation for general IIS installation and configuration instructions. You must set up IIS to let the Viewer server act as a web server. If you upgrade from Windows 2000 to Windows 2003 after installing Viewer, you must reconfigure IIS as follows: 1 Open Microsoft IIS. 2 In the navigation pane, expand the local computer node. 3 Select the Web Service Extensions node to display a list of all available extensions. 4 In the Web Service Extensions list, change the status of all extensions except All Unknown CGI Extensions to Allowed. 5 In the navigation pane, expand the Web Sites node. 6 Select the Default Web Site node, and change its permissions to allow full access rights for the administrator account, or the account you used to log on to the server. If you find that the system generates an excessive number of HTML error messages during operation, we recommend that you reduce the size of the Note: default error page in IIS. Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

16 Chapter 1 - Viewer Installation Installation Overview Client requirements Client requirements depend on which version of Viewer your users need to access. Viewer offers two versions a full version (all features available), and a basic version (some features not available, including Administration and Audit). To access the full version, client computers require: Microsoft Internet Explorer version 5.5 or later. Windows 2003 users must configure the browser to allow replayed calls (see Configuring Internet Explorer on Windows 2003 Clients on page 15). A sound card To access the basic version, client computers require: Any HTML 4-compliant browser. A media (.wav) player, configured as the system default. A sound card You must enable the basic (HTML 4) version in order to use it. If you enable the basic version as well as the full version, Viewer automatically detects a user s browser type and determines which version of Viewer to launch. Enabling the basic (HTML 4) version of Viewer 1 After installing Viewer, navigate to the ComPlus Applications folder. 2 Run EyrBSConfigurationViewer.exe. This is usually located in: C:\Program Files\ComPlus Applications\{A639A F-48E0-B76B-E223C00B5617} The Central Configuration Viewer is displayed. 3 Under Systems, select Main Eyretel System. 4 Select General from the list of keys. 5 Under Properties, select HTML4Enabled. 6 In the Edit Property dialog box, change the Value setting to true. 7 Click Save. Users with HTML 4-compliant browsers should now be able to access the basic version of Viewer. Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

17 Chapter 1 - Viewer Installation Installation Overview Configuring Internet Explorer If you use Internet Explorer to access Viewer, you must configure it before installing the software. You must configure it on the Viewer server, as well as on any Windows 2003 client that will access the server. Configuring Internet Explorer on the Viewer server 1 On the computer where you plan to install Viewer, start Internet Explorer. 2 Click Tools > Internet Options. 3 Click Connections, then click the LAN Settings button. 4 On the Local Area Network (LAN) Settings screen, under Proxy server, select the Bypass proxy server for local addresses checkbox. Note: If the Bypass proxy server for local addresses checkbox is not available, select the Use a proxy server for your LAN checkbox. 5 Click OK to close the Internet Options screen Configuring Internet Explorer on Windows 2003 Clients If you use a Windows 2003 system to access Viewer, you must configure Internet Explorer to allow replayed calls. 1 Select the Tools menu, then Options. 2 In the Internet Options dialog box, switch to the Advanced tab. 3 Scroll through the Settings list until you find the Multimedia options. 4 Select both Play sounds in web pages and Play videos in web pages. 5 Click OK to save your changes. You should now be able to replay calls properly. Configuring Windows Components This change is required only for Windows For Viewer to have the Capture Platform and the Default Queries, you must remove the selection of the Internet Explorer Enhanced Security Configuration option. To remove the selection, do the following: 1 Navigate to Add Remove Programs. 2 Select Add/Remove Windows Components. This opens Windows Components Wizard. 3 Clear the Internet Explorer Enhanced Security Configuration checkbox. If you skip this step during the installation, you can still clear the checkbox at a later stage and execute Contact7000PlatformSetup.exe by using the following command: Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

18 Chapter 1 - Viewer Installation Installation Overview C:\Program Files\Witness Systems\ContactPlatform\Contact7000PlatformSetup.exe" /S /L N /T <Recorder Type> /H <Viewer Server Name> /R <Recorder Server Name> /V <Database Server Name> /D EwareCalls /U retriever/replay /P 8080 C:\Program Files\Nortel\ContactPlatform\Contact7000PlatformSetup.exe" /S /L N /T <Recorder Type> /H <Viewer Server Name> /R <Recorder Server Name> /V <Database Server Name> /D EwareCalls /U retriever/replay /P 8080 Where <Recorder Type> can be: IP for IP Recorder TDM for TDM Recorder You can also generate queries using Viewer. For more information on generating queries, refer to the Viewer User Guide on the installation DVD. Windows 2003 Enterprise R2 Edition If you remove the selection of the Internet Explorer Enhanced Security Configuration option as explained in the previous section, you might still see the pop-up message Internet Explorer Enhanced Security Configuration is enabled if you have installed the Windows 2003 Enterprise R2 Edition. So to disable this option, enable the Internet enhanced security and disable again. If you do not clear the check box, the platform database and capture platform are not registered, and the default Viewer queries are not generated. Note: Make sure you restart the installation after disabling the security option. Installing a Database Viewer requires a database typically SQL Server or Oracle. Installing Oracle You must install Oracle before installing the Viewer software. Use the installation instructions with your version of Oracle. Installing SQL Server 2000 You may have already installed SQL Server (or MSDE) as part of your recorder installation. If not: 1 Insert the SQL Server installation CD and launch the installation program. 2 Select SQL Server 2000 Components to start installing the database. 3 Follow the installation prompts, selecting the following specific options: Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

19 Chapter 1 - Viewer Installation Installation Overview Install Database Server as the component Server and Client Tools as the installation type Use the Local System account for the services account Mixed Mode as the authentication mode For all other screens you can accept the default options or enter your company information as appropriate. The default Microsoft SQL Server instance name, MSSQLSERVER, is the recommended instance name. Note: When the installation is successfully completed, the Setup Complete screen appears. 4 Click Finish, then restart the computer. 5 Download the Service Pack 4 for SQL Server 2000 from the Microsoft website. 6 Follow the instructions included with the service pack to install it. You may be prompted to reboot your system afterward. When the computer has restarted, run SQL Server's Enterprise Manager to confirm that the SQL Server is running. Installing SQL Server 2005 You may have already installed SQL Server 2005 as part of your recorder installation. If not: 1 Insert the SQL Server installation disc and launch the installation program. 2 Follow the installation prompts, selecting the following specific options: Select SQL Server Database Services and Workstation components, Books Online and development tools as the components to install. Select Default instance if SQL Server 2000 does not exist on the same system. If it does and you wish to have SQL Server 2000 and SQL SERVER 2005 co-exist, select Named instance. Enter SQL2005 as the instance name. In the Service Account panel, select Use the built-in system account and make sure both SQL Server and SQL Browser services are checked. It is a good idea to turn on the SQL Server Agent service as well, but not necessary; you can turn it on later. The SQL Browser service is not necessary for a direct connection using TCP/IP host and port such as with a JDBC thin driver. However, it is necessary to allow standard SQL Server 2000 and SQL Server 2005 tools to connect to an instance that is one of the multiple SQL Server instances running concurrently on the same system. The SQL Browser service directs a connection request to the right instance. In the Authentication Mode panel, specify Mixed Mode (Windows Authentication and SQL Server Authentication). For sa logon password, specify blue. Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

20 Chapter 1 - Viewer Installation Installation Overview In the Collation Settings panel, accept the default collation. 3 Finish the installation of the SQL 2005 base version as directed in the installation program. You can accept the default options on the other screens or enter your company information as appropriate. 4 When the installation is successfully completed, the Setup Complete screen appears. 5 Click Finish, then restart the computer. 6 Download the Service Pack 2 for SQL Server 2005 from the Microsoft website. 7 Follow the instructions included with the service pack to install it. You may be prompted to reboot your system afterward. 8 Review the next section for SQL Server 2005 configuration details. SQL Server 2005 Requirements The following SQL 2005 configuration settings must be in place before installing Viewer. Setting Requirement How To xp_cmdshell SQL Server Agent Service TCP/IP Port for multiple SQL Server instances Ensure that xp_cmdshell is activated in the SQL Server Surface Area Configuration. Ensure that the SQL Server Agent Service status is Running Manually set the TCP/IP Port for multiple SQL Server instances. Navigate to Programs > Microsoft SQL Server 2005 > Configuration Tool > SQL Server Surface Area Configuration. Click Surface Area Configuration for Features, and ensure that the Enable xp_cmdshell check box is selected. Navigate to Programs > Microsoft SQL Server 2005 > Configuration Tool > SQL Server Surface Area Configuration. Click Surface Area Configuration for Services and Connections, and ensure SQL Server Agent Service status is Running. Navigate to Programs > Microsoft SQL Server 2005 > Configuration Tool > SQL Server Configuration Manager. Expand SQL Server 2005 Network Configuration and select an instance. Click Protocols for <Instance name>. Double-click TCP/IP on the right-hand pane, and then select the IP Addresses tab. Verify the TCP Port contains a valid port number in all the sections. If the TCP Port is empty, type a new port number. Restart the SQL Server Service to make the new Port number effective. Viewer Installation and Configuration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.