Cisco Unified Workforce Optimization

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1 Cisco Unified Workforce Optimization Quality Management Installation Guide 2.7(3) September 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, iquick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0812R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Quality Management Installation Guide 2008, 2009 Cisco Systems, Inc. All rights reserved. 2008, 2009 Calabrio, Inc. All rights reserved.

3 Contents 1 Overview 9 Introduction 9 QM 2.7(3) Components 10 Client Applications 10 Services 10 APIs 11 Mixed-Mode Licensing 13 Basic License 13 Advanced License 13 Compliance Recording License 13 System Configuration 14 System Requirements 16 System Environment 16 Data Configuration Environment 16 Operating Environment 17 Server Capacity Guidelines 19 Disk Storage Sizing Guidelines 19 Remote Agent Requirements 20 Required Third Party Applications 20 Supported IP Phones 21 Qualifying Phones for QM 21 Phones Tested with QM 21 Supported Cisco Unified Outbound Dialer Modes 21 Firewall Requirements 22 Recording Requirements 23 QM Desktop Recording Service Requirements 23 Required Phone Device Parameters 23 Required Codecs 23 Hard Disk Drive Space on Agent Computers 24 The QM Desktop Recording Service and Network Interface Cards 24 Phone Configurations for the QM Desktop Recording Service 25 Considerations for Server-based Recording 26

4 Contents 2 Installing QM 29 Introduction 29 Prerequisites 30 Pre-installation and Deployment Checklists 30 Microsoft SQL Server 2005 Standard Edition 30 Install Microsoft SQL Server 2005 Standard Edition 30 Configure SQL Server 2005 Standard Edition for QM 31 Optional: Install Windows SNMP Services 33 Optional: Install Active Directory 34 Active Directory Configuration Guidelines 34 Active Directory Information 34 Locating the Active Directory Domain Name 35 Installing QM Services 36 QM Configuration Setup 38 Entering Configuration Data in Initial Mode 39 QM Configuration Setup Steps 41 Cisco Unified CC Database 41 Cisco Unified CM 44 QM Databases 46 QM CTI Service 47 Enterprise Settings 48 Recording File Storage Location 57 Upload Settings 60 Monitoring and Notification 61 Status 76 Entering Configuration Data in Update Mode 77 Changing QM configuration Data in Update Mode 77 Changing the Recording Location in Update Mode 78 Configuring PROXY Pro Gateway 80 QM Configuration Setup Tools 85 Start Local QM Services 86 Create Database Catalogs 86 Generate Info for MSI Clients 86 Download/Install JTAPI 86

5 Contents Encrypt Audio Files 87 Set Recording Home Directory 87 Generate SSL Certificate 87 Test CTI Service(s) 87 Display Metadata Encryption Key 88 Choose Monitor Adaptor 88 Remove Server-Based Recording Service 88 Upgrading from Previous Versions 89 Workflows and Retention Periods 89 Guidelines for an Over-the-top Upgrade 90 Upgrading from QM 2.4 SR1 90 Upgrade Order for Client Applications 90 Windows Vista Operating System 91 Windows XP Operating System 91 PrgpxNT.dll Failed to Unregister 91 Upgrade Steps 92 Uninstalling SR1 for QM Upgrading the QM Services 92 Upgrading a Client Application 92 Testing Upgrades on Client Machines 93 Verifying the Upgrade is Installed Correctly on the QM Server 94 Verifying the Upgrade is Installed Correctly on the Client Machine 94 Setting Up NT Authentication for the Cisco Unified CC Database 96 Set Up NT Users 96 Configure the QM Sync Service 97 Verify the Connection 98 Setting Up Named Pipes for the Cisco Unified CC Database 99 Installing QM Desktop Applications 101 Overview 101 Enabling the Elevated Privileges Policy for Windows Installer Installations 101 Installation Procedure 102 Using Automated Package Distribution Tools 103 Requirements 103 Best Practices 104

6 Contents Recommended Deployment Preparation Model 105 Client Installation Packages on the Installation DVD Removing QM 107 Removing QM 107 A Checklists and Activities 111 Pre-installation Checklist 111 Deployment Activities 116 Day Day Day Installation Checklist 118 B Backup and Restore 127 Introduction 127 Upgrades 127 Disaster Recovery 127 Command Line Syntax 128 Backing Up the LDAP and QM Databases 128 Restoring the LDAP and QM Databases 129 C License and Copyright Information for Cisco Quality Management 131 Contents 131 Cisco End User License Agreement 132 Apache License 138

7 Contents TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 138 Boost Software License 142 Bouncy Castle Software License 143 Dojo License 144 JAF License 149 JavaMail API License 155 JRegistry Key License 161 jtds License 171 Libcurl License 172 OmniORB License 173 Open LDAP License 177 OpenSSL License 178 Pentaho Reporting License 181 Sleepycat License 190 SPEEX License 193 Xerces XML Parser License 194 Index 199

8 Contents

9 Overview 1 Introduction Quality Management (QM) 2.7(3) is installed in this order: 1. Prepare QM for QM installation 2. Install and configure QM services on each server component 3. Install QM Administrator to configure users, groups, workflows, and other QM elements 4. Install the QM Desktop Recording service on client PCs 5. Install QM Desktop on appropriate users PCs September

10 Quality Management Installation Guide QM 2.7(3) Components The following client applications and services make up the QM system. Client Applications The QM client applications are installed from web pages created on the Base Services server. QM Administrator QM Administrator is used to assign user roles, set up groups, create and manage evaluation forms, set up workflows for recording customer contacts, set up recording archiving, and maintain the QM system. QM Desktop QM Desktop is used by users to evaluate contacts, view evaluated contacts and reports, and access archived contacts. Each user role has a different level of access to information. QM Desktop Recording Service The QM Desktop Recording service located on the agent s PC, is responsible for recording contacts and collecting metadata associated with recorded calls. The recordings are uploaded to the Voice and Screen server and the metadata is uploaded to the QM database. Services The QM services are installed from the QM DVD. PROXY Pro Gateway Service The PROXY Pro Gateway service enables screen recording. QM CTI Service The QM CTI service acts as a bridge between the QM Desktop Recording service and the Cisco Unified Communications Manager/CTI Manager. It sends events to the QM Desktop Recording service when there is a change in the status of monitored phones. QM DB Cleaner Service The DB Cleaner service purges records from the QM database and media files from the Voice and Screen server on a daily basis according to the retention time configured in the QM Administrator. QM DB Proxy Service The DB Proxy service is the single point of connection using PROXY Pro Remote Control Gateway between users and the QM database. 10 September 2009

11 QM 2.7(3) Components QM Desktop Recording Service The QM Desktop Recording service is the endpoint utility that enables the recording of agent contacts. It is installed on the agent s PC. This service is installed from web pages created on the Base Services server. QM LDAP Monitor Service The LDAP Monitor service constantly checks LDAP to ensure that it is running. If LDAP stops, the LDAP Monitor service restarts it. LDAP contains information about the system s users, organizations, configuration, and workflow. It supplies information about agents and their workflows to the QM Desktop Recording service. QM Monitoring and Notification (Mana) Service Real-time monitoring of the QM system is handled by the Mana service. When there are problems, the Mana service notifies the administrators through the event viewer or through . The problems that trigger the notification are selected in QM Administrator. QM Monitor Service The Monitor service works in conjunction with the QM Network Recording service for server-based recording. It captures the packets that the QM Network Recording service records. It is primarily used in instances where desktop recording is not supported. See "Considerations for Server-based Recording" on page 26 for more information. QM Network Recording Service The QM Network Recording service enables recording for agents who are configured for server-based recording. QM Sync Service The Sync service reads data at an interval of every 10 minutes from the ACD, and synchronizes the information with QM. QM Tomcat Service The Tomcat service webserver hosts the QM Reports engine, File Transfer Servlet (FTS), Server API engine, and Licensing engine. QM Upload Controller The Upload Controller manages the upload of recordings and records metadata to the Voice and Screen server. APIs There are two APIs available for QM: the Recording API and the Server API. QM Recording API The QM Recording API provides a means for users to create an external application that enables agents to perform the following tasks: September

12 Quality Management Installation Guide Tag calls for recording and retention Pause a recording Resume a recording Restart a recording Delete calls marked for recording Attach user-defined metadata to calls The QM Desktop Recording service and the QM Network Recording service enable the QM Recording API by accepting formatted requests passed via sockets to an IP address and port. The QM Recording API can be integrated with the Cisco Agent Desktop (CAD) interprocess communication (IPC) action. IPC actions pass information in the form of user datagram protocol (UDP) messages from the agent desktop to a third-party application (in this case, the QM Recording API) using IPC methods. See Configuring User-Defined Metadata in the Quality Management Administrator User Guide for information on configuring metadata for use with the QM Recording API. QM Server API The QM Server API enables users to search, export, edit, and delete QM call data from uploaded contacts. It is a Simple Object Access Protocol (SOAP)-based XML web service, and conforms to SOAP 1.2 and Web Services Description Language (WSDL) 1.1. The QM Server API uses Apache CXF 2.1 to process and handle SOAP messages. The QM Server API enables users to perform the following tasks. Search for a recording. Export a recording based on its ID or metadata Request the progress of an export Delete a recording Edit metadata associated with a recording See the Quality Management API Programmers Guide for information on using the QM Recording API and QM Server API. 12 September 2009

13 Mixed-Mode Licensing Mixed-Mode Licensing QM supports mixed-mode licensing. You can assign one user to one license type and another user to another license type. The licenses that are supported in QM 2.7(3) are as follows. Basic License The Basic license supports audio contact recordings only for archival and quality management purposes. Advanced License The Advanced license supports both audio and screen recordings, as follows: Audio-only recording for archival purposes Screen and audio recordings for quality management purposes Compliance Recording License The Compliance Recording license is limited to audio recording and archive search and playback. Status and archive reports are available to supervisors and managers only. September

14 Quality Management Installation Guide System Configuration One system configuration is supported. This configuration is able to use an optional external storage server to store/archive voice and screen recording files (see "Set Recording Home Directory" on page 87). The supported configuration is illustrated in Figure 1. The single server configuration consists of the following servers and services. QM server QM LDAP Monitor Service QM Monitoring and Notification (Mana) Service QM Sync Service QM Tomcat Service QM DB Cleaner Service QM DB Proxy Service QM Upload Controller QM CTI Service QM Network Recording Service (server-based recording deployments only) QM Monitor Service (server-based recording deployments only) Optional external recording storage server Optional external SQL Server NOTE: Screen recording is available in the Advanced bundle only. NOTE: To maximize system performance and increase data storage capacity, it is strongly recommended that you do not install other applications on the server that host the QM services. 14 September 2009

15 System Configuration Figure 1. Supported configuration September

16 Quality Management Installation Guide System Requirements System Environment QM 2.7(3) is integrated into the following Cisco Unified Contact Center Express (Unified CCX) environment: Table 1. System environment License Type ACD Cisco Unified Communications Manager (CM) Advanced and Basic Unified CCX x, 6.x Advanced, Basic, and Compliance Recording Unified CCX 7.0 Service Release 4 (SR4) 7.x, 6.x QM works with any official Cisco maintenance release version of Unified CCX and Unified CM displayed in Table 1. See the Cisco Unified Contact Center Express (Cisco Unified CCX) Software and Hardware Compatibility Guide for a complete list of supported combinations on the Cisco website at: crs/express_compatibility/matrix/crscomtx.pdf NOTE: This Cisco website is subject to change without notice. If this Cisco website does not work, go to the primary Cisco website ( enter the name of the document in the Search field, and click Go. The document will appear in the search results list. Data Configuration Environment System configuration data is maintained using the following: Microsoft SQL Server 2005 Standard Edition (Processor Licensing) 16 September 2009

17 System Requirements Operating Environment QM 2.7(3) runs in the operating environment described in Table 2 and Table 3. Table 2. Desktop operating system and hardware requirements Minimum Hardware Requirements Operating System QM Desktop and/or QM Administrator (no recording) Basic and Compliance Licenses (voice recording only) Basic and Compliance Licenses (voice recording plus QM Desktop and/or QM Administrator) Advanced License (voice and screen recording) Advanced License (voice and screen recording plus QM Desktop and/or QM Administrator) Windows XP Professional, Service Pack 3 or later 1 GHz processor 256 MB RAM 200 MB HDD free space 100 Mbit NIC * 1280 x 1024 screen resolution Medium (16 bit) 65,000 colors minimum IE 6 or MHz processor 256 MB RAM 1 GB HDD free space 100 Mbit NIC * 1 GHz processor 256 MB RAM 1 GB HDD free space 100 Mbit NIC * 1280 x 1024 screen resolution Medium (16 bit) 65,000 colors minimum IE 6 or GHz processor 1 GB RAM 1 GB HDD free space 100 Mbit NIC * 1.4 GHz processor 1 GB RAM 1 GB HDD free space 100 Mbit NIC * 1280 x 1024 screen resolution Medium (16 bit) 65,000 colors minimum IE 6 or 7 Windows Vista Business, Enterprise, and Ultimate Editions 1 GHz processor 256 MB RAM 200 MB HDD free space 100 Mbit NIC * 1280 x 1024 screen resolution Medium (16 bit) 65,000 colors minimum IE 6 or 7 1 GHz processor 1 GB RAM 1 GB HDD free space 100 Mbit NIC * 1 GHz processor 1 GB RAM 1 GB HDD free space 100 Mbit NIC * 1280 x 1024 screen resolution Medium (16 bit) 65,000 colors minimum IE 6 or 7 2 GHz processor 2 GB RAM 1 GB HDD free space 100 Mbit NIC * 2 GHz processor 2 GB RAM 1 GB HDD free space 100 Mbit NIC * 1280 x 1024 screen resolution Medium (16 bit) 65,000 colors minimum IE 6 or 7 * NICs must support Promiscuous Mode. For a list of supported NICs, see Network Interface Cards (NICs) Tested with Cisco Agent Desktop (CAD) and CTI Toolkit Desktop Silent Monitor Reference Information available at: requirements0900aecd800e3149.pdf NOTE: This Cisco website is subject to change without notice. If this Cisco website does not work, go to the primary Cisco website ( enter the name of the document in the Search field, and click Go. The document will appear in the search results list. QM does not support 64-bit processor for Vista. The latest Microsoft Vista requirements are available at: September

18 Quality Management Installation Guide Table 3. QM base server operating systems and hardware requirements Operating System Windows 2003 Server Service Pack 2 5 Client Access Licenses (CAL) VMware ESX Server Minimum Hardware Requirements Cisco Media Convergence Server (MCS) platform or exact equivalent. * 3.4 GHz Dual Pentium 4 3 GB RAM 200 GB RAM hard disk space Cisco Media Convergence Serve (MCS) or equivalent * For information about Cisco MCS specifications, go to NOTE: This Cisco website is subject to change without notice. If this Cisco website does not work, go to the primary Cisco website ( enter the name of Cisco MCS product in the Search field, and click Go. The document will appear in the search results list. Cisco QM hosted on VMware was only tested for functionality. QM was not tested for performance or scalability in the VMware environment. Due to the many VM configuration factors and possible performance impacts of additional hosted virtual servers, determining the actual server performance results under the VMware environment is the customer s responsibility. If a problem occurs, the customer may be required to shut down other VM sessions or reproduce the problem in a non-vmware configuration to assist in the isolation of the issue. Cisco support for performance and scalability issues are limited to server-based deployments. 18 September 2009

19 System Requirements Server Capacity Guidelines Use the capacity guidelines in Table 4 to determine the MCS server or MCS server equivalent to use as the QM central server for a single server configuration. You can also choose to configure MCS servers for QM monitoring and recording storage. Table 4. QM server capacity guidelines Cisco MCS Equivalent MCS 7816 MCS 7825 MCS 7835 MCS 7845 Single server configuration Maximum number of named users Maximum number of concurrent agents/users Maximum number of concurrent server-based recordings for voice only n/a Maximum number of concurrent server-based recordings for voice and screen Off-board server-based recording configuration n/a Maximum number of concurrent server-based recordings for voice only Maximum number of concurrent server-based recordings for voice and screen Disk Storage Sizing Guidelines To estimate the amount of disk storage required for your system, use the following guidelines: Screen recordings: ~1.0 MB per minute of recording Voice recordings: ~120 KB per minute of recording NOTE: Screen recordings rates are dependent on the type of screen activity, display resolution, and the number of monitors recorded. The rate specified above is based on field data for low to moderate screen activity with a single monitor. Rates for screen recording may September

20 Quality Management Installation Guide increase by as much as 2-4 times when the captured screens are displaying dynamic, graphical, or media intensive applications. Remote Agent Requirements Agents who do not work onsite are supported in these situations: They connect to the network via a Cisco 831 or 871 router and use a supported IP phone. Required Third Party Applications QM 2.7(3) requires the following third party applications in order to run successfully: Table 5. Required third party applications Application Installed Where Use Microsoft SQL Server 2005 Standard Edition Microsoft Internet Explorer 6 or 7 Adobe Reader 6.0 or later Apache Tomcat Java Runtime Environment (JRE) update 20 with timezone update tzdata2009k applied Proxy Networks Proxy/Screen Recording 6.0 QM Database server or offboard server QM Desktop QM Desktop QM Base server QM Voice and Screen server All QM components QM Desktops Database HTML-based reports PDF-based reports and QM user documentation. Free download at Reports, recording uploads, licensing Provides an environment in which Java applications can be executed Screen recording 20 September 2009

21 System Requirements Supported IP Phones All phones used by QM must support endpoint monitoring. Hard IP phones require a PC port. For a list of supported IP phones, see the Cisco Unified Contact Center Express (Cisco Unified CCX) Software and Hardware Compatibility Guide. This document can be accessed at the following Cisco website: /crs/express_compatibility/matrix/crscomtx.pdf NOTE: This Cisco website is subject to change without notice. If this Cisco website does not work, go to the primary Cisco website ( enter the name of the document in the Search field, and click Go. The document will appear in the search results list. Not all of the phones listed in this document are compatible with QM. Phones have to be qualified to work with QM before you install QM. Qualifying Phones for QM Some phones do not function with the QM Desktop Recording service. Verify your phones support endpoint monitoring (hard IP phones must have a PC port) before installing QM. Network recording (that is, SPAN) is not limited by this requirement. Phones Tested with QM The following phones were tested and work with QM. 7910, 7940, 7941G, 7960, 7961G, 7970G These phones have a PC port. Cisco IP Communicator Supported Cisco Unified Outbound Dialer Modes QM 2.7(3) supports the Direct Preview dialing mode. September

22 Quality Management Installation Guide Firewall Requirements For QM to function correctly, the ports in Table 6 must be opened in the Windows Firewall. If the Windows Firewall/Internet Connection Sharing (ICS) service is running when QM is installed, the QM installation process opens all ports and programs as needed except those for the Microsoft SQL Server (by default, 1433 and 1434). See "Configure SQL Server 2005 Standard Edition for QM" on page 31 for information on adding Windows Firewall exclusions and allowing remote connections for the Microsoft SQL Server. If another firewall is used, or if you start the Windows Firewall/ICS service and then turn on the Windows Firewall after QM is installed, the ports must be opened manually. See your firewall documentation for instructions. Table 6. QM Port Usage Port/Program Type Description 7 TCP Quality Management Services (PING port) 2303 UDP Quality Management Services (FUNK port) * 8088 TCP Quality Management Services (TOMCAT port) 8448 TCP Quality Management Services (TOMCAT SSL port) TCP Quality Management Services (LDAP port) TCP Quality Management Services (CTI port) TCP Quality Management Services (DB PROXY port) TCP Quality Management Services (SYNC port) TCP Quality Management Services (CONTROLLER port) TCP Quality Management Services (MONITOR port) TCP Recording server port UDP Recording server ports RecordServer.exe TCP Recording server PgSvc.exe PROXY Pro Gateway * Also known as the PROXY Pro port. 22 September 2009

23 Recording Requirements Recording Requirements You can configure QM to record an agent s calls from the agent s desktop or from a server. This section describes the requirements for recording from an agent s desktop and considerations for using server-based recording. NOTE: Shared lines are not supported for the QM Desktop Recording service or server-based recording. QM Desktop Recording Service Requirements This section contains information about requirements for the QM Desktop Recording service. Required Phone Device Parameters For the QM Desktop Recording service to function correctly, several phone device parameters in Unified CM Administration must be enabled. They are enabled by default. If for some reason they have been disabled, follow this procedure to re-enable them. To re-enable the phone device parameters: 1. In Unified CM Administration, choose Device > Phone, and then search for and select the agent s phone device. The phone device s Phone Configuration page appears. 2. In the Product Specific Configuration Layout section, set these parameters to Enabled: PC Port PC Voice VLAN Access Span to PC Port NOTE: Not all devices or Unified CM versions use all these settings. Configure those that do appear for your device and Unified CM version. 3. Click Update. Required Codecs QM supports the G.711, G.722, and G.729 codecs. The QM Desktop Recording service (endpoint recording) and QM Network Recording service (server-based recording) will not function correctly if IP phones use any other codec. September

24 Quality Management Installation Guide Consult the Unified CM documentation for information on changing the codec of the IP phone. Hard Disk Drive Space on Agent Computers Recordings can occupy a great deal of hard disk drive space on an agent s computer. To protect the agent computer from running out of the free space required for normal operations and to prevent crashes, the QM Desktop Recording service halts recording when the available hard disk drive space falls below the following minimum capacity: Voice recordings: 100 MB Screen recordings: 250 MB After the space is freed up, recordings will resume. NOTE: After the recordings are uploaded from the agent's PC to the storage server, the recordings are automatically removed from the PC. The QM Desktop Recording Service and Network Interface Cards The QM Desktop Recording service does not function with some network interface cards (NICs). The Intel PRO/100 and PRO/1000 NIC series are unable to detect both voice packets and data packets in a multiple VLAN environment, which prevents the QM Desktop Recording service from functioning properly. These NICs do not fully support NDIS Promiscuous Mode settings. A workaround solution is available from the Intel Technical Support website (Solution ID: CS ). Another solution is to use a NIC that is fully NDIS-compliant. The workaround described in CS might not work for some newer Intel PRO/100 and Intel PRO/1000 cards and drivers. If the workaround does not solve the problem, the VLAN ID of the IP phone to which the agent computer is directly connected must be added to the VLANs tab of the Intel NIC s Network Connection Properties dialog box. The IP phone s VLAN ID can be obtained from the phone s Network Configuration screen (press Settings and then choose Network Configuration). For more information, see the documentation specific to your version of the Unified CM and IP phone model. 24 September 2009

25 Recording Requirements The following is a partial list of supported NICs: D-Link Express EtherNetwork Workstation Ethernet LAN Connectivity DFE-530TX+ D-Link Fast Ethernet 10/100Mb Adapter DFE-550TX SMC Networks Fast Ethernet PCI Card SMC-1244TX SMC Networks EZ Card 10/100 Mbps Fast Ethernet PCI Card SMC-1255TX ReadyLINK Express 10/100 Fast Ethernet Adapter RE100TX Phone Configurations for the QM Desktop Recording Service Two phone configurations for endpoint recording are supported: Hard IP phone and agent computer daisy-chained to the network (Figure 2). NOTE: Multiple daisy-chained phones are not supported. Cisco IP Communicator soft IP phone on the agent s computer, connected to the network (Figure 3). No hard IP phone can be on the same network connection as the agent PC. Cisco IP Communicator must be in the computer s startup menu so that it is detected by the QM Desktop Recording service. NOTE: Information about configuring phones for server-based recording can be found in the document Configuring and Troubleshooting VoIP Monitoring. This document can be accessed at the following Cisco website: center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf NOTE: This Cisco website is subject to change without notice. If this Cisco website does not work, go to the primary Cisco website ( enter the name of the document in the Search field, and click Go. The document will appear in the search results list. Figure 2. Hardware setup (hard IP phone) for the QM Desktop Recording service network connection phone/pc connection September

26 Quality Management Installation Guide Figure 3. Hardware setup (Cisco IP Communicator soft IP phone) for the QM Desktop Recording service network connection Cisco IP Communicator resident on agent PC Considerations for Server-based Recording The following deployment scenarios are not supported by the QM Desktop Recording service (endpoint recording). In these instances, you must use server-based recording. Thin clients (Citrix or Microsoft Terminal Services) Phones without PCs The Cisco Catalyst line of IP network switches support a feature called Switched Port Analyzer (SPAN), or port monitoring, that allows network traffic flowing through a particular switch port or group of ports to be copied and sent to a destination port. The QM Monitor service listening on this destination port can then get access to packets containing audio data representing a phone call. This method of packet capture is known as server-based monitoring. For server based-recordings, the QM Monitor service must be connected to the SPAN port on the switch that is connected to the phones you want to record. See Configuring and Troubleshooting VoIP Monitoring for more information on SPAN. This document can be accessed at the following Cisco website: center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf NOTE: This Cisco website is subject to change without notice. If this Cisco website does not work, go to the primary Cisco website ( enter the name of the document in the Search field, and click Go. The document will appear in the search results list. You also need to configure which devices will be recorded using server-based recording. The VoIP Devices node in QM Administrator enables you to search for the devices configured in Unified CM and enable the devices for server-based recording. You can then associate an agent, a QM Monitor service server, and a QM Network Recording service server with those devices. See VoIP Devices in the Quality Management Administrator User Guide for more information. 26 September 2009

27 Recording Requirements Your server capacity will affect how many recording and monitoring services must be installed. See "Server Capacity Guidelines" on page 19 for more information. September

28 Quality Management Installation Guide 28 September 2009

29 Installing QM 2 Introduction QM is installed in this order: 1. Install QM services 2. Run QM Configuration Setup on the Base Services server, and then on the other QM service servers 3. Install QM client applications The QM services are installed from the QM DVD. The QM client applications are installed from a web page located on the QM server. September

30 Quality Management Installation Guide Prerequisites Before you install QM, you must read this section and ensure all prerequisites are complete. Pre-installation and Deployment Checklists The following checklists are provided in this document to help the installation go smoothly. Pre-installation Checklist (page 111) Use this checklist to gather configuration information before you install QM. Deployment Activities (page 116) Use these lists to plan what you need to do to install and deploy QM. Installation Checklist (page 118) Use this checklist in conjunction with the information in this chapter when installing QM and running the QM Configuration Setup tool. Microsoft SQL Server 2005 Standard Edition Before you install the QM services, you must install Microsoft SQL Server 2005, either co-resident with the QM server or on an off-board server, and configure it for QM. Install Microsoft SQL Server 2005 Standard Edition Install Microsoft SQL Server 2005 Standard Edition and the following items as per the SQL Server documentation. Only select the SQL Server Database Services component from the Components to Install screen. Only select Management Tools from the Feature Selection screen. To access this screen, click Advanced on the Components to Install screen. Select the Mixed Mode option in the Authentication Mode screen. NOTE: The SQL Server installation installs the SQL Browser Service. By default, this service is set to be started manually, not automatically. If you are using an instance name and not the default instance, you must set the SQL Browser Service to start automatically. After the Microsoft SQL Server 2005 and the components are installed, create a user login and assign a username and password. Make a note of the database instance name, username and password created here. You will need this information to complete the QM Database window in QM Configuration Setup, which runs automatically after you install the QM services. 30 September 2009

31 Prerequisites NOTE: SQL Server must be set up with case-insensitivity (SQL collation name Latin1_General, which is the default setting). See for more information. To create a SQL Server user login: 1. On the SQL Server computer, start the SQL Server Management Studio. 2. From the navigation tree in the left pane, select Security > Logins under the SQL instance. 3. Right-click Logins and select New Login from the popup menu to display the New Login dialog box. 4. On the General page, enter a name for the new login, select the authentication mode SQL Server Authentication, enter a password, clear the Enforce password policy check box, and choose English as the default language. NOTE: The QM database uses the English date format. If the SQL user is assigned a language other than English the language might use a different date format, causing DB Proxy and Sync errors. The SQL user must use English as the default language. 5. On the Server Roles page, select dbcreator from the list of server roles, and then click OK. The new login user is added to the list in the right pane. NOTE: If you are upgrading from SQL Server 2000 to SQL Server 2005 Standard Edition on an existing QM system, select the db_datareader and db_datawriter server roles. Configure SQL Server 2005 Standard Edition for QM After installation of SQL Server 2005 Standard Edition, you must configure the following: Add Windows Firewall exclusions Allow remote connections Configure SQL Server Browser Add Windows Firewall Exclusions Remote connections require that the SQL Server ports are accessible through the firewall. If a named instance is used, then the port that SQL Server uses is dynamic so that excluding port numbers in the firewall can be difficult. An easier method is to exclude applications by name. September

32 Quality Management Installation Guide To add Windows Firewall exclusions by application: 1. On the server hosting SQL Server, click Start > Settings > Control Panel > Windows Firewall. The Windows Firewall application starts. 2. On the Exceptions tab, click Add Program. The Add a Program dialog box appears, listing all applications loaded on the server. 3. Click Browse and navigate to the SQL Server engine at C:\Program Files\Microsoft SQL Server\MSQL.1\Binn\sqlservr.exe NOTE: If there are more than one instance, MSQL.1 might not be the correct instance. Verify that MSQL.1 is the correct instance before adding a Windows Firewall exclusion. 4. Click OK. 5. In the Windows Firewall window, verify that sqlservr.exe is in the list of Programs and Services and the check box is selected. All ports that SQL Server 2005 opens are now accessible. Allow Remote Connections Remote connections are disabled by default. Only connections from the same server are allowed. QM requires remote connections for the following components: QM Administrator QM Configuration Setup Reporting QM Monitoring and Notification Service To allow remote connections: 1. Click Start > Programs > Microsoft SQL Server 2005 > Configuration Tools > SQL Server 2005 Surface Area Configuration. 2. Under Configure Surface Area for localhost, click Service Area Configuration for Services and Connections. 3. Select the View by Instance tab, and then expand the tree for the instance configured for QM. Click Remote Connections. 4. From the options on the resulting window, select: Local and remote connections Using TCP/IP only 32 September 2009

33 Prerequisites NOTE: All other options should be clear. 5. Click OK. Remote connections are now accepted. Configure the SQL Server Browser A SQL Server component, SQL Server Browser, allows a client to search for named instances. By default, this component is turned off and the service startup type is set to Manual. If the customer uses a named instance (instead of the default instance), QM requires that this service be running. This step is required only if using a named instance. To configure the SQL Server Browser: 1. On the server hosting SQL Server, select Start > Settings > Control Panel > Administrative Tools > Services. The Windows Services utility starts. 2. In the list of services, locate SQL Server Browser. 3. Right-click the name and choose Properties. 4. In the Properties dialog box, change the startup type from Manual to Automatic. 5. Click Start to start the service, and then click OK. SQL Server Browser service will now start automatically. Optional: Install Windows SNMP Services If you intend to use Simple Network Management Protocol (SNMP) to send error messages from the QM services to specified IP addresses, you must install Windows SNMP on the QM server. The use of SNMP for notification is configured in QM Configuration Setup or in QM Administrator Site Configuration, in the Monitoring and Notification window. SNMP allows you to monitor and manage a network from a single workstation or several workstations, called SNMP managers. SNMP is actually a family of specifications that provide a means for collecting network management data from the devices residing in a network. It also provides a method for those devices to report any problems they are experiencing to the management station. For more information on using this tool, see Microsoft SNMP documentation. September

34 Quality Management Installation Guide To install Windows SNMP: 1. On the QM server, select Start > Control Panel and launch the Add or Remove Programs utility. 2. On the left of the Add or Remove Programs window, click Add/Remove Windows Components. 3. From the list of components, select Management and Monitoring Tools, and then click Details. 4. From the list of available components, choose Simple Network Management Protocol and then click OK. 5. You will be prompted for your Windows 2003 CD. Follow the instructions in the installation wizard to install SNMP. Optional: Install Active Directory If your system uses Active Directory, the QM Configuration Setup tool will prompt you to provide domain information for the Active Directory. Use Active Directory with QM to: Allow QM users to use their existing Windows user name and password to access QM. This eliminates the problem of remembering and maintaining a separate user name and password. Enforce password security policies (for example, complexity level or duration), in a single instance across one or more domains. When a user logs into QM Desktop, QM Desktop collects the user s username and password. If QM is configured for AD, it forwards the information to the domain s AD server for authentication. When the QM server receives the authentication results, it accepts or rejects the user s access based on the authentication results. Active Directory Configuration Guidelines If you are using Active Directory with QM, observe the following guidelines. The QM server must be on the same domain or on a trusted domain to the domain that contains the end users who will log in to the QM Desktop. There must be at least one domain configured. Each domain must have at least one user path configured. Active Directory Information Before you install QM, you need the following domain information for Active Directory. Base DN Domain name 34 September 2009

35 Prerequisites Active Directory host name Active Directory IP address Port Active Directory display name, password, and user search base User records Locating the Active Directory Domain Name The Active Directory domain name is required when you run the QM Configuration Setup tool. This step is required only if you are using Active Directory. To locate the Active Director domain name: 1. Log into the machine running Active Directory. 2. Choose Start > Programs > Administrative Tools > Active Directory Users and Computers. The Active Directory Users and Computers window appears. 3. Right-click a the domain folder and choose Properties. The properties dialog box for that domain appears and displays the domain name in the Domain name (pre-windows 2000) field. September

36 Quality Management Installation Guide Installing QM Services Install the QM services according to the supported system configuration illustrated in Figure 1 on page 15. QM Configuration Setup runs automatically after you have installed a service or group of services. IMPORTANT: Any time QM Configuration Setup starts after an installation or an upgrade, it must be run to completion in order for the system to function. NOTE: If you are installing a system that includes screen recording (Advanced license), you must configure PROXY Pro Gateway after you have installed the QM services and run QM Configuration Setup. For more information, see "Configuring PROXY Pro Gateway" on page 80. To install a QM service or service group: 1. Load the installation DVD in the server computer, and then navigate to the DVD in My Computer or Windows Explorer. 2. Double-click the file setup_qm_272.exe to start the installation wizard. 36 September 2009

37 Installing QM Services The Custom Setup dialog box appears (Figure 4). Figure 4. Custom Setup window 3. Select the first four services shown in the dialog. These services will be installed on the server. NOTE: Select the Quality Management Recording Services and Quality Management Monitoring Service only if you are using server-based recording. Click the icon next to the service s name to display a menu and select This Feature will be Installed on Local Hard Drive. You can change the location where the services will be installed by clicking Change and entering a new path. 4. Click Next, and then click Install. The services you selected are installed, and QM Configuration Setup starts. 5. Complete the QM Configuration Setup windows. For more information, see "QM Configuration Setup" on page Click Finish to complete the installation. September

38 Quality Management Installation Guide QM Configuration Setup The QM Configuration Setup tool is used to enter the system configuration information needed for a successful QM installation. NOTE: You must run the QM Configuration Setup on the computer hosting the QM Base Services. QM Configuration Setup is launched automatically in Initial Mode after you install a QM service. Any time you launch QM Configuration Setup thereafter, it is launched in Update Mode. QM Configuration Setup does not display the same windows for each service installation, but only those relevant to that service. You can see different steps depending on your QM Configuration Setup. The following is a list of all possible steps that can appear when you run QM Configuration Setup. Cisco Unified CC Database (page 41) Cisco Unified CM (page 44) QM Databases (page 46) QM CTI Service (page 47) Enterprise Settings (page 48) Recording File Storage Location (page 57) Upload Settings (page 60) Monitoring and Notification (page 61) Status (page 76) 38 September 2009

39 QM Configuration Setup Entering Configuration Data in Initial Mode To enter configuration data in Initial Mode: 1. QM Configuration Setup starts automatically and displays the Quality Management Configuration Setup dialog box (Figure 5). Figure 5. Quality Management Configuration Setup dialog box 2. Enter the IP address of the computer where the QM Directory Services is located and the IP address of the computer where the QM service you just installed is located, and then click OK. NOTE: If the computer has multiple NICs, there will be multiple IPs in the IP Address for local QM Services drop-down list. Choose the IP address used for network traffic. September

40 Quality Management Installation Guide The Change QM Administrator Password dialog box appears (Figure 6). Figure 6. Change QM Administrator Password dialog box 3. Enter a password for the QM administrator in the New password field, and enter it again in the Confirm new password field. A password for QM Administrator is required. The password must be between 1 and 32 characters long. It is case sensitive. 4. Click OK. The QM Configuration Setup tool appears. 5. Complete the fields in each step. Use the Next button to move forward to the next step. You cannot move forward until all required information is entered. You cannot skip a step. You can go backwards at any time to revisit a previous step. Data you enter in a step is saved when you click Next. NOTE: During Initial Mode, if a step fails, QM Configuration Setup will stay at the existing step until the step succeeds or is cancelled. The step attempts to run again every time you click Next. The program carries out any necessary processes and gives you the option of starting the QM services. When you have completed all the configuration steps in the utility, you will see the message, All QM servers are now installed. 6. Click OK. The Status step is displayed. This step shows the version of all installed QM components. 40 September 2009

41 QM Configuration Setup 7. Click Finish to close QM Configuration Setup. QM Configuration Setup Steps The following are the steps you might see in the QM Configuration setup tool. Cisco Unified CC Database The Cisco Unified CC Database step (Figure 7) is used to configure access to and identify the location of the Cisco Unified Contact Center Express database. The information in this step can be edited only if the QM Configuration Setup tool (PostInstall.exe) is running on the QM server. When viewed in QM Administrator, it is read-only. NOTE: If you are upgrading or modifying Unified CCX, observe the rules provided in "Rules for Upgrading or Modifying the Unified CCX Database in Update Mode" on page 77. Figure 7. Cisco Unified CC Database step September

42 Quality Management Installation Guide Table 7. Field Cisco Unified CC Database step fields Description Synchronize users with ACD Select this check box to synchronize ACD (Automatic Call Distributor) agents, teams, and supervisors with QM and to enable the other fields in the window. If you clear this check box, it means you are not using an ACD. If you are not using an ACD, you must import a Compliance Recording license from a licensing website, and then set up teams, knowledge workers, and supervisors in QM Administrator. By default, this check box is selected and indicates that an ACD is available. You can only select or clear the check box when you are running QM Configuration Setup on the QM Base server. If you select the check box, QM connects to Unified CCX Administration and imports the license. The license is retrieved from Unified CCX Licensing. NOTE: If you clear this check box, you can only use the Client Recording license. If you clear the check box, you can upload the Compliance Recording license from a link on the Enterprise Settings window. See "Enterprise Settings" on page 48 for more information. If you clear the check box after synchronization with the ACD, the agents, teams, and supervisors who were previously synchronized remain in the QM database and cannot be removed. Clearing the check box effectively disables the Sync Service. Selecting the check box again enables the Sync Service, and any changes made to the ACD are synchronized at that time. If you edit any of the fields in this window, save your changes, and then clear the check box, your changes will still be saved. However, if you edit any of the fields in this window, and clear the check box before saving your changes, your changes will be lost. 42 September 2009

43 QM Configuration Setup Table 7. Field Cisco Unified CC Database step fields (cont d) Description Side A Host Name/IP Address Side B Host Name/IP Address SQL Instance Name SQL or NT Login ID Password TCP/IP or Named Pipes Port The IP address or host name of the Side A (primary) Cisco Unified CC database. The IP address or host name of the Side B (secondary) redundant Cisco Unified CC database, if one exists. The SQL Server instance name. Select the appropriate option to indicate if the database login uses SQL Server or NT authentication. If you select NT authentication, you must perform the procedure described in "Setting Up NT Authentication for the Cisco Unified CC Database" on page 96. Default = NT. This option defines the authentication for QM Directory Services synchronization to the Unified CCX database. The QM Sync Service uses this authentication in order to pull ACD data from the Unified CCX database. The auto and manual synchronization processes use this account to copy the ACD data from Unified CCX to QM s LDAP database and the QM database. Login ID used to access the Cisco Unified CC database. This user must have write permission to the database. This field is only enabled when you select the SQL option. Password used to access the Cisco Unified CC database. This field is only enabled when you select the SQL option. Select the type of connection, TCP/IP or Named Pipes. If you select Named Pipes, you must perform the procedure detailed in "Setting Up Named Pipes for the Cisco Unified CC Database" on page 99. If you select TCP/IP as the type of connection, enter the port number used to connect to the database. Default = September

44 Quality Management Installation Guide Cisco Unified CM The Cisco Unified CM step (Figure 8) is used to configure the Cisco Unified CM cluster in your system, including information about the SOAP AXL user and Unified CM (JTAPI) user used by the QM CTI service to log in to the Unified CM. Figure 8. Cisco Unified CM step The Unified CM cluster has one or more CTI Managers. The CTI Manager is a service that runs on the Unified CM and handles JTAPI events for every Unified CM in the cluster. A primary and backup CTI Manager can be specified. You can choose any Unified CM to be your primary and backup CTI Manager. It is recommended if you have CM subscribers, to select one of these as your primary CTI manager. Each Unified CM in the cluster must be entered in QM Configuration Setup so that the QM Desktop Recording service can find the location of the QM CTI service. QM stores an association between the QM CTI service and the Unified CMs in the cluster. If a 44 September 2009

45 QM Configuration Setup Unified CM is not in the list, the QM Desktop Recording service will not know where to register for events. Table 8. Cisco Unified CM step fields Field SOAP AXL Access Username Password JTAPI User Username Description The AXL (Administrative XML Layer) authentication username for this cluster. This is configured when the Unified CM is set up. The AXL authentication password. This is configured when the Unified CM is set up. The JTAPI user name. This is the application user with which all phone devices used for recording are associated. The QM CTI Service logs into the Unified CM with this user. The user name must be between 1 and 32 alphanumeric characters. Password The JTAPI user s password. This must be between 1 and 32 alphanumeric characters. Cisco Unified Communications Manager Cluster Find Subscribers Publisher and Subscribers Host Name/IP Address Primary CTI Manager Backup CTI Manager None Click this button to use the AXL user to look up subscribers based on the publisher entered. This is a good way to validate the AXL user and to populate the list of subscribers, if any are found. The host name or IP address of the publisher and subscriber (if any) Unified CMs. You can enter 1 publisher Unified CM, and up to 8 subscriber Unified CMs. Select this option if the Unified CM is the primary CTI Manager. There can be only 1 primary CTI Manager. Once entered, a primary CTI Manager can be reassigned, but not deleted. Select this option if the Unified CM is the backup CTI Manager. There can be 1 or no backup CTI Manager. Select this option if there is no backup CTI Manager. Default setting = selected. September

46 Quality Management Installation Guide QM Databases The QM Databases step (Figure 9) is used to configure the defined SQL Server instance in which QM information is stored. Figure 9. QM Databases step Fiel Table 9. Field QM Database step fields Description Host Name/IP Address SQL Instance Name Max Connections The host name or IP address of the QM Database server (the server on which SQL Server is installed). The QM SQL Server instance name. Leave blank if you want to use the default instance. Sets the total number of SQL Server connections that are allocated to QM. If SQL Server is co-resident with the QM services (the CPU-based license model), select the Unlimited check box. This allows as many connections as needed in the connection pools for the DB Proxy service and reporting. If SQL Server is offboard (the Client Access License-based model), or if you want to limit the number of connections QM can use with a CPU-based license model, enter the number of connections desired. The range of connections is from 5 to 1000, with a default of Unlimited. Of the connections specified, ~75% are allocated to the DB Proxy service, ~25% for reporting, and 1 is unallocated for administrative purposes. 46 September 2009

47 QM Configuration Setup Table 9. Field Unlimited Username Password QM Database step fields (cont d) Description Used in conjunction with Max Connections. See that description for more information. The name used by the QM DB Proxy service to access the QM database (see "Microsoft SQL Server 2005 Standard Edition" on page 30). The password used to access the QM database (see "Microsoft SQL Server 2005 Standard Edition" on page 30). QM CTI Service The QM CTI Service step (Figure 10) is used to configure the location of the QM CTI service. Figure 10. QM CTI Service step Table 10. Field Cluster QM CTI Service step fields Description (Read only) The IP address of the primary CTI Manager for this Unified CM cluster to which the CTI service will connect for call events. Primary QM CTI Service Host Name/IP Address The host name or IP address of the primary QM CTI service. September

48 Quality Management Installation Guide Table 10. Field QM CTI Service step fields (cont d) Description Backup QM CTI Service Host Name/IP Address The host name or IP address of the backup QM CTI service. Adding a Backup QM CTI Service To add a backup QM CTI service, follow this procedure. To configure a backup QM CTI service: 1. From the QM Configuration Setup tool on the base machine or QM Administrator, choose Host Name or IP Address for the Backup QM CTI Service, and enter the host name or IP address. Save your changes by clicking Save in QM Administrator or Next in the QM Configuration Setup tool. 2. Load the installation DVD in the server computer for the backup CTI Service, and then navigate to the DVD in My Computer or Windows Explorer. 3. Double-click the file setup_qm_272.exe to start the installation wizard. The Custom Setup dialog box is displayed. 4. Select only Quality Management CTI Services to install on this computer. Click the icon next to the services name to display a menu and select This feature will be installed on local hard drive. You can change the location where the services will be installed by clicking Change and entering a new path. 5. Click Next, and then click Install. The Services you selected are installed, and QM Configuration Setup starts. 6. Click Next on each window in the QM Configuration Setup, and then click Finish to complete the installation. Enterprise Settings The Enterprise Settings window (Figure 11) enables you to: Enable automated software updates for client computers Configure Active Directory domains (in an Active Directory system only) Configure session time-outs for QM Desktop and QM Administrator View license information and update software licenses, if you are not using an ACD, by importing a new software license file Configure Active Directory domains (in an Active Directory system only) 48 September 2009

49 QM Configuration Setup Configure the locale for your system if your version of QM supports other languages in addition to English View license information and update software licenses by importing a new software license file Figure 11. Enterprise Settings window NOTE: The Active Directory section appears in the Enterprise Settings window only if your system is configured to use Microsoft Active Directory. Software Updates When you enable the Automated Update feature for all QM clients, every time a client application is started, it checks the QM services to determine if a newer version is available. If there is a newer version, it is automatically installed on the client desktop. NOTE: If you apply a service release (SR) update to the system, the best practice is to disable the Automated Update feature first. After the SR update is installed, manually test an updated instance of the QM Desktop Recording service, QM Desktop, and QM Administrator to verify they work. When you are satisfied they work, you can re-enable the Automated Update feature. September

50 Quality Management Installation Guide Session Timeout Options You can configure QM Administrator or QM Desktop to do one of the following: Close all open popup windows and log out the user after a specified number of minutes of inactivity (session time-out). Allow a user to remain logged in indefinitely (default setting). To configure the session timeout period for QM Desktop and QM Administrator, enter the desired number of minutes of inactivity before timeout occurs (from 1 to 1440 minutes) in the minutes field. NOTE: The Quality Management Reporting System (accessible from the Reports tab in QM Desktop) uses the same timeout period you configured for QM Desktop. License What appears in the License section after the initial installation depends on whether the Synchronize Users with ACD check box is cleared or selected. If you select the Synchronize Users with ACD check box, you are running QM with Unified CCX with mixed-mode licensing enabled. QM obtains the licenses from the Cluster View Daemon (CVD) in Unified CCX and then displays the active license information in the License section. Your licenses can be updated through Unified CCX Licensing. NOTE: If a connection to the CVD cannot be made when initially running QM Configuration Setup, QM will continue to try connecting to the CVD. You will not be able go to the next window until QM can successfully connect to the CVD. If you clear the Synchronize Users with ACD check box, you are running QM without an ACD and can only import the Compliance Recording license. The License section displays the active license type, the number of licensed users associated with the license you purchased, and the Import Software License link. NOTE: If you initially run QM without Unified CCX, and then decide to run QM with Unified CCX, Unified CCX licensing will override any licenses previously associated with QM. You can use the License pane to modify your license (for example, add a Compliance Recording license, or update an expired Compliance Recording license). 50 September 2009

51 QM Configuration Setup You can use the Import Software License link to update your Compliance Recording license if: Your current Compliance Recording license has already or will soon expire You want to change the maximum number of licensed Compliance Recording users Contact your sales representative to obtain a new license file. To import a Compliance Recording license file: 1. Click the Import Software License link. Your browser starts and displays the License Management web page (Figure 12). Figure 12. License Management web page 2. Click Browse and navigate to the folder where your updated Compliance Recording license file is stored, and select the file. 3. Click Upload. The information in the Compliance Recording license file is loaded into LDAP. 4. Close the browser window. NOTE: The Enterprise Settings window will not show the Compliance Recording license just uploaded. Clicking Next validates the Compliance Recording license and you will see a message that the upload was or was not successful. Licensing Rules The following rules apply to licensing. The license determines which tabs the users see in QM Desktop. September

52 Quality Management Installation Guide The license determines what is recorded, not what is viewed, in QM Desktop. For example, Agents X and Y use an Advanced license, so they can record their screens. If the supervisor for these agents has a Basic license, the supervisor can still view screen recordings made by these agents. Because supervisors using a Compliance Recording license only see the Archives tab, a supervisor can only export screens recordings when export for the supervisor is configured in QM Administrator. See "Enabling Recording Export" on page 118 for more information. Active Directory The Active Directory section appears only if your system uses Active Directory. Use the Active Directory section to configure Active Directory domains. The QM server must be on the same domain or on a trusted domain to the domain that contains the end users who will log in to QM Desktop There must be at least one domain configured Each domain must have at least one user path configured The connection information you enter in the Domain Information dialog box is verified using the entered credentials, and the user paths are validated when you click OK in the Domain Information dialog box. 52 September 2009

53 QM Configuration Setup To add an Active Directory domain: 1. Click Add in the Active Directory section. The Domain Information window appears (Figure 13). Figure 13. Domain Information window September

54 Quality Management Installation Guide 2. Complete the window as follows, and then click OK. The connection information is checked using the credentials you enter, and the user paths are validated when you click OK. Table 11. Domain Information window fields Field Description Active Directory Connection Base DN Domain Name Host Name/IP Address Port The location in the directory server tree under which all Active Directory users are located. This field is autofilled with a sample format with variable names that you replace with the domain information. Maximum number of characters allowed = If your hostname has more than 3 parts, add additional DC=domain statements to the beginning of the Base DN field. Defaults to the first part of the string entered in the Base DN field. In most cases this is the domain name, but in some cases the default must be edited. The host name or IP address of the Active Directory server. The port used to access the Active Directory server. The field is autofilled with the default port 389, or 636 if you are using SSL (Secure Socket Layer). NOTE: If the port is changed to anything other than 389 or 636, clearing or selecting the Use SSL checkbox will not change the port. Active Directory User Credential with Read Access Display Name User Password User Search Base Use SSL The name (not the login name, but the display name as configured in Active Directory) of a user with read access to the Active Directory database. Maximum number of characters allowed = The user s password. The node in the LDAP directory under which the user resides. Maximum characters allowed = Select this check box to use SSL for connection to LDAP. The check box is clear by default and indicates SSL is not enabled. Clearing or selecting this check box changes the default port number in the Port field. 54 September 2009

55 QM Configuration Setup Table 11. Field Domain Information window fields (cont d) Description Add Certificate Click this button to locate the Certificate Authority (CA) for the AD. This certificate is required if you intend to use AD with SSL. The certificate provides the AD identity and public key for SSL communication. Contact your AD administrator for the location of the CA certificate for AD. In many cases, the CA certificate for AD is issued from a Certificate Authority on the AD machine. If this is the case, the certificate can be accessed from: Download the certificate from this website by clicking Download a CA Certificate, Certificate Chain, or CRL and save it to a directory. Then click Add Certificate in QM to import the certificate. NOTE: After you import the certificate and save your changes, log off and log back in to verify the certificate works. View Certificate User Records (OUs) Click this button to locate the CA certificate for the Active Directory server. One or more paths to user records (OUs). Click Add to add at least one path, or Remove to remove an existing path. Maximum characters allowed = LDAP paths must be specified from the most specific to the least specific (from left to right in the path statement). For example, if the AD tree is: ou=us ou=minnesota ou=minneapolis ou=users Then the user record is written as follows: ou=users,ou=minneapolis,ou=minnesota,ou=us QM will search subtrees by default. For example, you could write the user record path as follows, and QM will search all the subtrees under Minnesota. ou=minnesota,ou=us September

56 Quality Management Installation Guide To edit or remove an Active Directory domain: 1. Select the Active Directory domain you want to edit or delete from the list in the Path pane. 2. Do one of the following: To edit the selected domain, click Edit, make the desired changes, and then click OK. To delete the selected domain, click Remove. Locale If the version of QM supports other languages in addition to English, use the Locale section to enable the language used in your contact center. You can enable only one locale per system. To enable a locale: Select the desired language from the Locale drop-down box. 56 September 2009

57 QM Configuration Setup Recording File Storage Location Use the Recording File Storage Location step (Figure 14) to change the location where recordings (screen or voice, depending on which server you are running the QM Configuration Setup tool) are stored on the server. Figure 14. Recording File Storage Location window Table 12. Field Recording File Storage Location step fields Description Voice Recordings You can change the storage location to any local or external folder. It is not necessary that they be stored on the machine hosting the Voice and Screen services. September

58 Quality Management Installation Guide Table 12. Field Recording File Storage Location step fields (cont d) Description Screen Recordings (Advanced license only) You can change the storage location to any local or external folder. It is not necessary that they be stored on the machine hosting the Voice and Screen services. Since Voice and Screen services are on the same server, you can choose to use the same path used for the voice recordings. NOTE: The File Transfer Servlet that is part of the Voice and Screen services must run as a user with access to the location you choose for recordings. IP Address Use Same Path as Voice Recordings Local Storage Location External Storage Location The IP address of the machine that hosts the Voice and Screen services and the voice recordings, and the path where voice recordings are stored. Select this check box to save screen recordings in the same folder as voice recordings. Choose this option to store the voice and/or screen recordings on the QM server. Choose this option to store the voice and/or screen recordings on an external server. NOTE: If you change the storage location from local to external storage in update mode, you must first uninstall the PROXY Pro Gateway service on the server that hosts the QM Voice and Screen services (in Control Panel s Add or Remove Programs, remove PROXY Pro Gateway). When you run the Set Recording Home Directory tool, the PROXY Pro Gateway service is reinstalled automatically. See "Entering Configuration Data in Update Mode" on page 77 for additional information. Storage Location The path where voice and/or screen recordings are stored. Click Browse and navigate to the storage folder. 58 September 2009

59 QM Configuration Setup Table 12. Field Username Password Recording File Storage Location step fields (cont d) Description If you selected an external storage location, enter the username required to access that location. If the user is a domain user, enter the name with the format <domain>\<username>. For external screen storage and playback to work, you must provide a domain user that has read/write access to the local server and the external storage system. This user must meet these requirements: The user must be known to the local server (be a trusted domain user). If the user is a domain user, the domain specified has to be trusted by the local server. This means the QM Recording Server being configured has to be on a domain that is (or is trusted by) the domain entered. The user must be able to log on as a service. The user must have read/write access to both the external drive location entered AND the location where QM is installed on the local server. If you selected an external storage location, enter the password required to access that location. To configure the recording location: 1. Select if you want to store recordings in a local or external storage location, and then enter the desired location in the IP Address and Storage Location fields. 2. If you selected an external location, enter the username and password required to access that location. If the user is a domain user, enter the name with the format <domain>\<username>. 3. Click OK. September

60 Quality Management Installation Guide Upload Settings The Upload Settings step (Figure 15) is used to schedule uploading of peak and off-peak recordings from the agent desktops to the Voice and Screen servers, as well as recording metadata to the QM database. Figure 15. Upload Settings step Table 13. Field Upload Settings step fields Description Peak Hours Begin Peak Hours End The time, in 24-hour format, when peak hours in the contact center begin. Must be between 00:00 and 23:59 in 1-minute increments. Default = 09:00. The time, in 24-hour format, when peak hours in the contact center end. Must be between 00:00 and 23:59 in 1-minute increments. Default = 17: September 2009

61 QM Configuration Setup Table 13. Field Upload Settings step fields (cont d) Description Max Peak Hour Uploads Max Off Hour Uploads Database Cleanup Time The maximum number of recordings that can be simultaneously uploaded during peak hours. Must be a value from 1 to 100. This limit is set to conserve bandwidth on the network. As one upload is completed, another takes its place, but there can be no more than the configured number uploading at any one time. Default = 5. The maximum number of recordings that can be simultaneously uploaded during off hours (the hours not specified as peak hours as defined by the Peak Hours Begin and Peak Hours End fields). Must be a value from 1 to 200. This limit is set to conserve bandwidth on the network. As one upload is completed, another takes its place, but there can be no more than the configured number uploading at any one time. Default = 100. The time when the DBCleanup utility runs. This utility deletes expired recordings from the database. Must be between 00:00 and 23:59 in 1-minute increments. It is recommended that you choose a time when no uploads are occurring to reduce the load on the system. Default = 00:05. Recording Servers (appears after the Voice and Screen services are installed) Screen Server Voice Server (Read-only) The IP address of the machine that hosts the Voice and Screen services and screen recordings, and the path where screen recordings are stored. If the Basic license is installed, this does not appear. (Read-only) The IP address of the machine that hosts the Voice and Screen services and the voice recordings, and the path where voice recordings are stored. Monitoring and Notification The Monitoring and Notification step (Figure 16) is used to enable the monitoring and notification feature, and to configure the following: Method used to notify administrators/supervisors of a system problem. address of the person(s) receiving notification, if is set up to be the means of notification. Trap destinations receiving notification, if SNMP is set up to be the means of notification. September

62 Quality Management Installation Guide If and how often a renotification of the problem should be sent out. Types of problems that will trigger notification. Figure 16. Monitoring and Notification step Table 14. Field Monitoring and Notification step fields Description Use Monitoring/Notification Service Enable this check box to use the Mana service. If enabled, at least one notification method (event viewer, SNMP, or ) must be enabled as well. Properties 62 September 2009

63 QM Configuration Setup Table 14. Field Monitoring and Notification step fields (cont d) Description Polling Period Sets the interval at which the Mana service checks for the selected notification triggers. Default = 10 min. Minimum = 0 min., Maximum = 1440 min. (1 day). The timer starts when the last polling task is complete. NOTE: When you change the polling period, it takes one polling cycle before the new polling period goes into effect. Notification Use Event Viewer Notification Use SNMP Notification SNMP Configuration Use Notification SMTP Configuration Addresses Add Remove Edit Select this check box to use the Event Viewer for displaying notification messages. Select this check box to use SNMP for sending out notification messages. Note that the Windows SNMP Services must be installed in order to be able to use SNMP notification. See "Optional: Install Windows SNMP Services" on page 33 for more information. Click this button to configure the SNMP connection (enabled only on the Base Services server). Select this check box to use for sending out notification messages. Click this button to configure the SMTP connection (enabled only on the Base Services server). See "Configuring Addresses for Notification" on page 66 for more information. The list of addresses to which notification is sent. Maximum = 5 addresses. Click this button to add an address. Click this button to remove the selected address. Click this button to edit the selected address. Renotification Period Never Choose this option if you do not want to be renotified of a problem after the initial notification. September

64 Quality Management Installation Guide Table 14. Field Monitoring and Notification step fields (cont d) Description Every N Polling Periods Every Polling Period Available Problems Enabled Problems Choose this option and enter how frequently you want renotification to occur after the initial notification. For example, if you choose to be notified every 3 polling periods, you receive the initial notification on the first polling period the problem is detected, no notification the next two polling periods, and then another notification on the next polling period. This pattern will continue as long as the problem is detected. Choose this option if you want renotification to occur every polling period after the initial notification. The list of problems that can trigger notification if enabled by using the arrow keys to move them to the Enabled Problems pane. By default only one problem, QM3002, is not enabled and in this list. The list of enabled problems. By default, all problems except for QM3002 are enabled. If QM3002 is enabled, a Setup button appears in the Setup column. Click this button to configure the Call Detail Record (CDR) task. See "Configuring Notification Triggers" on page 68 for more information. Configuring SNMP for Notification You can use SNMP notification if the Microsoft Simple Network Management Protocol (SNMP) service is installed on the QM server. NOTE: You will not be able to configure SNMP unless the Windows SNMP service is installed on the QM server. You will not be able to select SNMP notification on a non-base services server unless SNMP is configured on the QM server. If you select the Use SNMP Notification check box, Mana notification messages are sent from the QM services server to specified IP addresses. Use the Configure SNMP button to manage the list of destination IP addresses. The SNMP service can be installed using the Add/Remove Windows Components button in the Add or Remove Programs utility in Control Panel. Select Management and Monitoring Tools from the list of available components, and then choose Simple Network Management Protocol. 64 September 2009

65 QM Configuration Setup SNMP allows you to monitor and manage a network from a single workstation or several workstations, called SNMP managers. SNMP is actually a family of specifications that provides a means for collecting network management data from the devices residing in a network. It also provides a method for those devices to report any problems they are experiencing to the management station. For more information on using this tool, see Microsoft SNMP documentation. For information on installing the Windows SNMP services, see "Optional: Install Windows SNMP Services" on page 33. To configure the SNMP settings: 1. Click SNMP Configuration. The SNMP Configuration dialog box appears. Figure 17. SNMP Configuration dialog box 2. Do one of the following: Click Add to add a new trap destination. Select a listed trap destination and then click Edit to change the IP address. Select a listed trap destination and then click Remove to delete the IP address. 3. When you have finished, click OK to save your changes. 4. Restart the Windows SNMP service to enable your changes. September

66 Quality Management Installation Guide NOTE: You must restart the SNMP service any time you make a change in trap destinations, including on the initial setup. Configuring Addresses for Notification Notifications can be sent to either the Event Viewer or in s to specified recipients. To use notification, enable the Use Notification check box and then configure up to 5 addresses. Notification s will be sent from the sender address configured in the SMTP Configuration dialog box. If you are using notification, you must configure SMTP. This can be done only from the Base Services server. To configure the SMTP settings for 1. Click SMTP Configuration. The SMTP Configuration dialog box appears (Figure 18). Figure 18. SMTP Configuration dialog box 2. Complete the fields as follows, and then click OK. 66 September 2009

67 QM Configuration Setup Table 15. SMTP Dialog Box Fields Field Host Name/IP Address Port Use Authentication User Password From Address Emergency Address Description Choose Host Name or IP Address, and then enter the host name or IP address of the SMTP server. The port used by the Mana service to communicate with the SMTP server. Select this check box if authentication is needed to access the SMTP server. The user name needed to access the SMTP server. The password needed to access the SMTP server. The address from which all notification s will come. The address to which notification is sent if LDAP is down when the Mana service attempts to get its initial configuration. The notification addresses configured in the Monitoring and Notification window are stored in LDAP, and thus will not be functional in the event that LDAP is unavailable when the Mana service first starts. If the Mana service has already obtained a valid configuration from LDAP, and then LDAP goes down while the Mana service is running, the Mana service will use the valid configuration it already has. As a result, the notification that LDAP is down will go to the configured address, not to the emergency address. To add a notification address: 1. In the Monitoring and Notification window s Notification section, click Add. September

68 Quality Management Installation Guide The Address dialog box appears (Figure 19). Figure 19. Add Address dialog box 2. Type the address to which you want notifications sent, and then click OK. The address is added to the list. To edit or remove a notification address: 1. In the list of addresses, select the address you want to edit or remove. 2. Do one of the following: To edit the address, click Edit, make the necessary changes in the Edit Address dialog box, and then click OK. To remove the address from the list, click Remove. Configuring Notification Triggers Currently, only one notification trigger requires configuration: Problem ID QM3002. This problem compares data in the Unified CM s Call Detail Record database (for Unified CM version 4.x) or CAR Report (for Unified CM versions 6.x and 7.x) with the QM database. Specifically, it compares the call records in the Unified CM with the call records in QM. If there is a discrepancy, notification is sent. By default, Problem ID QM3002 is disabled. The notification trigger does not have to be configured unless you enable that problem ID in the list of notification triggers. Prerequisites to configuring the QM3002 notification trigger are: CDR is correctly configured in the Unified CM Administration web application. Unified 6.x and 7.x: See Serviceability > Tools. In these versions, there is no CDR database. Instead, the CAR reports (CDR export) are used. Set up CAR so that it updates its information as frequently as possible, at a minimum, at less than 30-minute intervals. Create a CAR user and enter that user in the QM CDR Configuration dialog. Archiving in QM is enabled. 68 September 2009

69 QM Configuration Setup To enable or disable a notification trigger: To enable a task notification trigger, choose a trigger from the Available Problems section and click >. The trigger moves to the Enabled Problems section. To enable all task notification triggers, click >>. All triggers move to the Enabled Problems section. To disable a task notification trigger, choose a trigger from the Enabled Problems section and click <. The trigger moves to the Available problems section. To disable all task notification triggers, click <<. All triggers move to the Available problems section. To configure the notification trigger: 1. Click Setup next to the QM3002 notification trigger in the Enabled Problems section. The Configuration dialog box appears (Figure 20). 2. Complete the fields as follows, and then click OK. Table 16. Notification Trigger Configuration fields Field CDR Configuration Add, Remove, Edit buttons Ignored Extensions Add, Remove, Edit buttons Properties Description Use these buttons to add, edit, and remove information about the Cisco Unified CM from which the Call Detail Record or CAR report information will be obtained. Use these buttons to add, edit, or remove extensions that are to be excluded from notification triggered by Problem ID QM3004. The extensions can be exact strings, or use the wild cards * and?. Extensions in this list will still be recorded. September

70 Quality Management Installation Guide Table 16. Notification Trigger Configuration fields (cont d) Field Miss Threshold Minimum Misses Notify on users configured in QM Notify on users who are logged in Display Type Description The percentage of calls for each agent that must be missed before notification is sent. Default = 100%. Percentage is calculated by: missed /(found + missed) Both the Miss Threshold and the Minimum Misses threshold must be met before notification is sent. The lowest number of calls that must be missed before notification is sent. Default = 2. Both the Miss Threshold and the Minimum Misses threshold must be met before notification is sent. Select this check box to trigger notification on all users who are configured and licensed in QM. Default = Enabled. If not enabled, the system will notify on all extensions that receive calls according to CDR, if they are configured or not. Enable this check box to trigger notification on only those QM users who are logged in at the time of the call. Default = Enabled. If not enabled, the system will notify on any extension that has been associated with an agent, whether or not that agent is currently logged in to QM. Select the format in which you want to display the report. Default = Summary Only. Summary Only Detail (Tab Delimited) NOTE: To copy and paste this information into an Excel spreadsheet, choose Edit > Paste Special, and then choose Text from the Paste Special dialog. Detail (Plain Text) See "CDR Information Formats" on page 74 for more information. 70 September 2009

71 QM Configuration Setup Figure 20. Configuration dialog box To add Call Detail Record connection information: 1. In the CDR Configuration section, click Add. The CDR Information dialog box appears (Figure 21). Figure 21. CDR Information dialog box September

72 Quality Management Installation Guide 2. Complete the fields as follows, and then click OK. Table 17. CDR Configuration dialog box fields Field Unified CM Version Host Name/IP Address Instance Name User Name Password Description Select the version of the Cisco Unified CM you are using. Choose host name or IP address, and then enter the information for the Unified CM. Enabled only if using Unified CM 4.x. The instance name of the Unified CM database. Usually the default instance of the CDR database is used, so this field can be blank. (Unified CM 6.x, 7.x) The name of the user with rights to access the CAR reports. (Unified CM 6.x, 7.x) The password of the user with rights to access the CAR reports. The CDR connection information you entered appears in the list. To edit or remove Call Detail Record connection information: 1. In the list of CDR connections (Figure 20), select the connection you want to edit or remove. 2. Do one of the following: To edit the connection, click Edit, make the necessary changes in the CDR Configuration dialog box, and then click OK. To remove the connection from the list, click Remove. Examples of Notification Trigger Configuration The following illustrate what happens when Notification Trigger Configuration (Figure 20) is set up as described. Setup 1: Agents: Miss Threshold: 50%; Minimum Misses: 5; Notify on users configured in QM: Enabled; Notify on users logged in: Enabled. Agent A has 8 matched calls and 2 missed calls. Agent A is properly configured and was logged in for the whole time. Agent B has 6 matched calls, but 2 were made before he was logged in. Agent B is configured properly. 72 September 2009

73 QM Configuration Setup Agent C has 2 matched calls and 8 missed calls. Agent C is properly configured and was logged in the whole time. Effect: Agent A: The missed percentage is 2/(8 + 2) = 20%. No notification would be made because neither the Miss Threshold or the Minimum Misses threshold were met. Agent B: No notification would be made because the Minimum Misses (5) was not met. Agent C: The missed percentage is 8/(2 + 8) = 80%. Notification is made because the Miss Threshold and the Minimum Misses threshold were met. Setup 2: Agent: Effect: Miss Threshold: 100%; Minimum Misses: 1; Notify on users configured in QM: Enabled; Notify on users logged in: Disabled. Agent A is configured in QM but does not have the QM Desktop Recording service installed, or the phone is not daisy-chained properly. Notification will be made on Agent A s extension, with the agent listed as Unknown because there is no cross-reference between the agent and extension until the QM Desktop Recording service is configured. NOTE: Matching the CDR or CAR Report with QM is not 100% accurate. CDR data can be out of sync with QM, or certain call scenarios might yield false positives. It should not be used for compliance. NOTE: Agent team association and whether a team is an archive team are determined for the time the CDR task is run, not for the time of the call in question. This could result in either false positives or false negatives if a team's archiving status changes, or if an agent's team membership changes during the period the CDR task is examining. When a notification is received, look at the DNs/Agents that show missed calls. A large number of agents with missed calls might indicate a QM service failure. The possible services with issues are: QM CTI service QM Upload Controller QM DB Proxy service (on the QM Database server) September

74 Quality Management Installation Guide A 100% miss percentage for a single agent might indicate a failure in the QM Desktop Recording service. If notifications are occurring frequently with less than 100% missed for a small number of agents, the thresholds might need to be adjusted to minimize unnecessary notifications. Even a high threshold (100%) will notify on moderate and major outages. CDR Information Formats You can specify in which format you want to display the CDR information in the Notification Trigger Configuration dialog box (see "Configuring Notification Triggers" on page 68). Examples of the available formats are listed here. NOTE: In these reports, call durations are expressed in milliseconds. NOTE: If the agent is listed as Unknown it means the agent has not successfully logged in recent history on a PC that has the QM Desktop Recording service. It is probable that these agents are not configured correctly. Notifications for unknown agents are filtered out if the Configured in QM check box is enabled. 74 September 2009

75 QM Configuration Setup Summary Only Status Report Start Time: 01/11/ :25:53 End Time: 01/11/ :25:53 Extensions with Missed Calls: Ext Agent Found Missed % Missed 154 onesm % 2201 SmithB % Detailed (Tab Delimited) Status Report Start Time: 01/11/ :23:41 End Time: 01/11/ :23:41 Extensions with Missed Calls: Ext Agent Found Missed % Missed 1545 JonesM % 2201 SmithB % Missed Calls (all times in GMT): CallID Agent Ext ANI DNIS StartTime Duration JonesM /11/ :29: JonesM /11/ :29: JonesM /11/ :30: JonesM /11/ :30: JonesM /11/ :36: JonesM /11/ :36: September

76 Quality Management Installation Guide Detail (Plain Text) Status Report Start Time: 01/11/ :24:57 End Time: 01/11/ :24:57 Extensions with Missed Calls: Ext Agent Found Missed % Missed 1545 JonesM % 2201 SmithB % Missed Calls (all times in GMT): Call ID = Agent = JonesM Ext = 1545 ANI = 2671 DNIS = 1545 Start = 01/11/ :29:36 End = 01/11/ :29:49 Duration= 13 sec Call ID = Agent = JonesM Ext = 1545 ANI = 2671 DNIS = 1545 Start = 01/11/ :29:52 End = 01/11/ :30:06 Duration= 14 sec Status The status step (Figure 22) displays which version of each QM component is installed. Figure 22. Status step 76 September 2009

77 QM Configuration Setup Entering Configuration Data in Update Mode There are two ways to change QM Configuration Setup data after it is initially entered. Change the information through the Site Configuration node in QM Administrator. Start QM Configuration Setup from the executable PostInstall.exe, located on each server in C:\Program Files\Cisco\WFO_QM\bin. When QM Configuration Setup is started, it runs in Update Mode. Changing QM configuration Data in Update Mode To change QM Configuration Setup data in Update Mode: 1. Start QM Configuration Setup. 2. Select the window you want to modify from the left pane, enter the new data in the right pane, and then click Save on the toolbar or File > Save from the menu bar. You can display the windows in any order you wish. If you modify something in a window, you must click Save to save your changes before you move on to another window. If you make a change to a window but need to change back to the original setting, click the Revert to Saved button on the toolbar. This discards any changes you made but haven t saved yet, and reverts the window back to the last saved version. 3. When you are done making your changes, choose File > Exit or click Close. QM Configuration Setup closes. 4. Stop and restart the modified service and all desktops for the change to go into effect. Rules for Upgrading or Modifying the Unified CCX Database in Update Mode Observe the following rules when you change access to the Unified CCX database in update mode: Do not change the location of the Unified CCX database after initial setup. If you do, you might be unable to access QM historical data if the structure and contents of the new database is not the same as that of the old database. Stop the Quality Management Sync Service and disable this service on startup to protect the QM database before you upgrade or rebuild the Unified CCX database. 1. Select Start> Administrative Tools > Services. The Services window appears. September

78 Quality Management Installation Guide 2. Right-click Quality Management Sync Service and choose Stop. 3. Right-click Quality Management Sync Service again and choose Properties. The Quality Management Sync Service Properties window appears. 4. Choose Disabled from the Startup Type drop-down list, and click OK to save your changes. 5. Upgrade or rebuild the Unified CCX database. 6. Return to the Services window, right-click Quality Management Sync Service and choose Start. 7. Right-click Quality Management Sync Service again, choose Automatic from the Startup Type drop-down list, and then click OK to save your changes. This enables the QM Sync Service on startup. Do not start QM Sync Service and enable the QM Sync Service for the hardware profile until both Unified CCX Administration databases (if using High Availability) are running and synchronized because the QM Sync Service reads data from the Unified CCX database. Failing to do so could potentially deactivate users if there is a problem with the Unified CCX upgrade or rebuild. 8. Verify the teams and agents in the upgraded Unified CCX appear correctly. Changing the Recording Location in Update Mode To change the recording location: 1. Choose Tools > Set Recording Home Directory. The Recording File Storage Location window appears. 2. Select if you want to store recordings in a local or external storage location, and then enter the desired location in the IP Address and Storage Location fields. 3. If you selected an external location, enter the username and password required to access that location. If the user is a domain user, enter the name with the format <domain>\<username>. NOTE: For external screen storage and playback to work, you must provide a domain user that has read/write access to the local server and the external storage system. This user must meet these requirements: The user must be known to the local server (be a trusted domain user). 78 September 2009

79 QM Configuration Setup If the user is a domain user, the domain specified has to be trusted by the local server. This means the QM Recording Server being configured has to be on a domain that is (or is trusted by) the domain entered. The user must be able to log on as a service. The user must have read/write access to both the external drive location entered AND the location where QM is installed on the local server. NOTE: If you change the storage location from local to external storage, you must first uninstall the PROXY Pro Gateway service on the server that hosts the QM Voice and Screen services (in Control Panel s Add or Remove Programs, remove PROXY Pro Gateway). When you run the Set Recording Home Directory tool, the PROXY Pro Gateway service is reinstalled automatically. 4. Click OK. September

80 Quality Management Installation Guide Configuring PROXY Pro Gateway This section applies only to systems that include screen recording (Advanced license). After you have installed the QM services and have successfully run QM Configuration Setup, you must manually configure the following PROXY Pro Gateway settings: PROXY Pro Gateway permissions for administrators on the server that hosts the QM Network Recording service and the server that hosts the Voice and Screen services Server-based recording settings on all servers that host the Voice and Screen services To configure the PROXY Pro Gateway: 1. On the server that hosts the QM Network Recording service and the server that hosts the QM Voice and Screen services, launch PROXY Pro Gateway Administrator (Start > Programs > Proxy Networks > PROXY Pro Gateway Administrator). 2. From the navigation tree in the left pane, choose Local Gateway > Gateway Server Settings > General Settings. 3. Right-click the General Settings node and select Properties from the popup menu. 80 September 2009

81 Configuring PROXY Pro Gateway The General Settings Properties dialog box appears (Figure 23). Figure 23. General Settings Properties dialog box 4. Select the Automatically move newly discovered workstations from Unmanaged Hosts to the All Hosts group check box and then click OK. September

82 Quality Management Installation Guide 5. On the Recording tab, in the Screen Capture Preferences section, choose Override Host Settings as follows and then Prefer user mode, and use this profile (Figure 24). Figure 24. Recording tab 82 September 2009

83 Configuring PROXY Pro Gateway 6. Click Configure. The User Mode Profile Properties dialog box appears (Figure 25). Figure 25. User Mode Profile Properties dialog box 7. In the Choose Profile section, choose the Custom option from the drop-down list. 8. In the Imaging section, select JPEG from the Image Type drop-down list, and set the Image Quality slider to 85%. 9. In the Desktop Polling section, configure these settings: Capture Rate: 8 Foreground: 4 Background: In the Bandwidth section, select the Bandwidth Limit to 30 Kb/sec. 11. Click OK to close the User Mode Profile dialog box. 12. Click OK again to close the General Settings Properties dialog box. 13. In the navigation tree, select the Gateway Security Node, and from the right pane, click the link Click here to change Operation Security. September

84 Quality Management Installation Guide The Gateway Security dialog box appears (Figure 26). Figure 26. Gateway Security dialog box mp 14. On the Operation Security tab, enable permissions for administrators as follows: 15. Click OK. On the server hosting the QM Network Recording service, select the Allow check box for Record to File. On the server hosting the QM Voice and Screen services, select the Allow check box for Connect to File. 84 September 2009

85 QM Configuration Setup Tools QM Configuration Setup Tools There are a number of tools available to run when you update site information with QM Configuration Setup. These tools are available through the Tools menu (Figure 27). These tools normally run during the initial installation of QM. Tools are enabled as appropriate for the server on which you are running QM Configuration Setup, as described in Table 18. Figure 27. QM Configuration Setup tools Table 18. Tool availability based on the server on which QM Configuration Setup is run Server Tool Base Database Voice and Screen CTI Rec & Mon Start Local QM Services Create Database Catalogs Generate Info for MSI Clients Download/Install JTAPI Encrypt Audio Files Set Recording Home Directory September

86 Quality Management Installation Guide Table 18. Tool availability based on the server on which QM Configuration Setup is run (cont d) Server Tool Base Database Voice and Screen CTI Rec & Mon Generate SSL Certificate Test CTI Service(s) Display Metadata Encryption Key Choose Monitor Adaptor Remove Server-Based Recording Service Start Local QM Services This tool offers a convenient way to start all the QM services that are on the local computer. Create Database Catalogs This tool creates a new QM database if one does not exist or updates an existing database to the latest schema version without overwriting any existing data. You can use this to recreate your QM database if you have no backup and your database was corrupted and you deleted it. The fresh database will be populated when the Unified CCX and LDAP databases are synced with it. Generate Info for MSI Clients This tool updates the information required by the MSI client installation programs to successfully install QM Desktop, the QM Desktop Recording service, and QM Administrator. Download/Install JTAPI This tool is used when a Unified CM is upgraded. It downloads and installs JTAPI. 86 September 2009

87 QM Configuration Setup Tools Encrypt Audio Files Audio files were not encrypted in QM 2.1. They are encrypted in QM 2.7(3). When upgrading from version 2.1 to 2.7(3), some audio files might be left in the staging folders on the client machines during the upgrade process and get uploaded after the upgrade without being encrypted. This tool enables you to encrypt any audio files that are not already encrypted. The only time this tool should be run is after all client desktops are upgraded to QM 2.7(3). After that time, no audio files will be unencrypted. Set Recording Home Directory This tool displays the Recording Location window (see "Recording File Storage Location" on page 57) so you can change the location where recordings are stored. This step must be run when upgrading from the Basic to the Advanced license. NOTE: If you change the storage location from local to external storage, you must first uninstall PROXY Pro Gateway on the server that hosts the QM Voice and Screen services (in Control Panel s Add or Remove Programs, remove PROXY Pro Gateway). When you run the Set Recording Home Directory tool, the PROXY Pro Gateway service is reinstalled automatically. Generate SSL Certificate This tool generates a security certificate for the File Transfer Servlet (FTS) and QM Desktop-generated reports. Use the tool if the certificate becomes corrupt or if the IP address of the server changes (the user will see a Security Alert dialog box whenever the FTS or Reports runs). This tool is available only when QM Configuration Setup is run on the Base Service server (for reporting) and the Voice and Screen Services server (for FTS). When you run the tool, you will see a Security Alert dialog box. Click View Certificate to display the Certificate dialog box, and then Install Certificate to install a new certificate. Test CTI Service(s) This tool verifies that the local QM CTI Service has the correct JTAPI and will accept connections. The tool makes a request to each QM CTI Service and, if all succeed, returns a success message. If any fail, it reports the failure and lists which succeed. September

88 Quality Management Installation Guide Display Metadata Encryption Key This tool shows the information required to access user-defined metadata directly from the QM database. The dialog box shows the customer-specific key used for AES encryption. Choose Monitor Adaptor This tool is a dialog that asks for the IP address of the NIC card that will be used for the QM Monitor service and server-based monitoring. This might be different from the network IP address entered during QM Configuration Setup. The monitor adapter dialog pops up automatically during QM Configuration Setup if multiple NIC cards are on the box and the box hosts the QM Monitor service. You should choose the IP address of the NIC card that is plugged in to the SPAN port on the switch. Remove Server-Based Recording Service This tool is used to finalize the removal of QM Network Recording service and QM Monitor service servers by removing them from LDAP. Do this only after you have uninstalled the services from the server. 88 September 2009

89 Upgrading from Previous Versions Upgrading from Previous Versions QM 2.4 and 2.6 can be upgraded to QM 2.7(3) with over-the-top installation. Manually backing up the LDAP and database data is not required before you upgrade; however, it is recommended for disaster recovery. See "Backup and Restore" on page 127 for more information on backing up and restoring QM data for disaster recovery. NOTE: All Service Release software, except QM 2.4 Service Release 1 (SR1), will be automatically uninstalled during an over-the-top upgrade. If your system is currently running QM 2.4 SR1, see "Guidelines for an Over-the-top Upgrade" on page 90 for more information. Consult the release notes for the most up-to-date details of the upgrade procedure. Workflows and Retention Periods In all releases prior to 2.7(3), retention periods were global for all contacts. Quality calls had Scored, Unscored, HR, Training, and Tagged retention periods. Archive calls had a single Archive retention period. While Tagged retention periods were configured under the Quality Management node, this retention period also applied to archive-only calls that were tagged. In this release, retention periods are configured per workflow. Also, Tagged retention periods are configured separately for quality workflows and archive workflows. When upgrading to 2.7(3), all existing workflows will be assigned the retention periods configured before the upgrade. After upgrading to 2.7(3), you can change these retention periods per workflow. The retention periods can be modified under the Quality Management > Workflows and Archive > Workflows nodes in QM Administrator after the upgrade is complete. Calls recorded before the upgrade are also assigned retention periods configured before the upgrade. However, the retention periods for these calls cannot be changed. These changes will occur after you configure the QM Database step in the QM Configuration Setup tool. A progress bar (Figure 28) will appear when these changes are implemented. Figure 28. Assigning Workflow Retention progress bar September

90 Quality Management Installation Guide Guidelines for an Over-the-top Upgrade When you perform an over-the-top upgrade, follow these guidelines. Upgrading from QM 2.4 SR1 QM 2.4 SR1 added a database constraint that is not removed during an over-the-top upgrade. This occurs because a required service (LDAP) is shut down before the SR removal process is complete. The SR removal process does not attempt to start the service and fails silently. During an over-the-top upgrade from QM 2.4 SR1 to 2.7(3), this error message is received when upgrading the database: Schema Program Failed. NOTE: If you attempted an over-the-top upgrade from QM 2.4 SR1 and you saw this error, a script must be run manually to remove the database constraint. This is the same script that is run during the SR1 removal. Contact Technical Support to obtain this script. To avoid this error: 1. Remove QM 2.4 SR1 before you upgrade to QM 2.7(3). as described "Uninstalling SR1 for QM 2.4" on page Perform an over-the-top upgrade on the QM server as described in "Upgrading the QM Services" on page Perform an over-the-top upgrade on the client machines as described in "Upgrading a Client Application" on page 92. Upgrading from the QM 2.4 release will remove the database constraint. Upgrade Order for Client Applications When you perform an over-the-top upgrade on client applications, upgrade the client applications in this order: 1. QM Desktop Recording service 2. QM Desktop 3. QM Administrator NOTE: Upgrading the client applications takes approximately 15 minutes. 90 September 2009

91 Upgrading from Previous Versions Windows Vista Operating System If you are upgrading a QM client application from 2.4 without the Automated Update feature on a Windows Vista machine, choose one of the following options: Remove Proxy Network Host before performing the over-the-top upgrade for the QM client application to ensure an uninterrupted and successful upgrade. This option is recommended. Perform the over-the-top upgrade for the QM client application with Proxy Network Host installed, and click No when the following message appears through Vista interactive services. In order to complete the uninstallation of Proxy Host, you must restart the system. Would you like to restart the system now? IMPORTANT: Do not click Yes. Clicking Yes automatically restarts the Vista machine before the QM client application upgrade has completed and the QM client application upgrade will fail. The required workaround in this instance is to uninstall any remaining QM client applications from the machine, and then reinstall the QM client applications from the web pages that are created when the QM Base Services are installed (see "Installing QM Desktop Applications" on page 101 for more information.) If a reboot is required, the Vista machine will be automatically rebooted at the end of the QM client application upgrade. Windows XP Operating System If you are upgrading a QM client application from 2.4 without the Automated Update feature on an Windows XP machine, choose one of the following options: Remove Proxy Network Host before performing the over-the-top upgrade for the QM client application. Perform the over-the-top upgrade for the QM client application, and then run repair on the QM client application to restore Proxy Network Host. PrgpxNT.dll Failed to Unregister If you see a dialog box containing the following message when performing an over-the-top upgrade on a machine running both QM Desktop and QM Desktop Recording service for 2.4 or 2.6, dismiss the dialog to successfully complete the installation. PrxgpxNT.dll failed to unregister There are no known side effects associated with this error message. September

92 Quality Management Installation Guide Upgrade Steps The following steps describe how to perform an over-the-top upgrade from QM 2.4 and 2.6 to QM 2.7(3). Uninstalling SR1 for QM 2.4 Follow these steps to uninstall QM 2.4 SR1, if you are upgrading from QM 2.4 SR1. 1. Clear the Enable Automatic Updates for All QM Clients check box on the Enterprise Settings window in the Administrator Desktop or the Configuration Setup Utility. See "Enterprise Settings" on page 48 for more information. This ensures that the client machines are not updated until after you have installed QM 2.7(3). 2. On the QM server, stop the Upload Controller service (SQMUploadController.exe). a. Select Start> Administrative Tools > Services. The Services window appears. b. Right-click Quality Management Upload Controller and choose Stop. This ensures that no changes are made to the database and no recordings are lost while the backup is in progress. 3. Back up the QM 2.4 server where the LDAP database and QM database reside using one of the following options: If the QM 2.4 server is not configured with mirrored drives, follow the instructions in "Backing Up the LDAP and QM Databases" on page 128 to back up the data. If the QM 2.4 server is configured with mirrored drives, pull one of the mirrored drives for the server to preserve the data as a backup. 4. On the QM 2.4 server, select Start > Add or Remove Programs, then select Cisco Unified WFO QM Service Release and click Remove. The service release is uninstalled. Upgrading the QM Services You must perform an over-the-top upgrade on the QM server to upgrade the QM services before you upgrade the client applications. Install the upgrade on the QM server and select the Enable automatic updates for all QM clients check box on the Enterprise Settings window in the Configuration Setup Utility. See "Enterprise Settings" on page 48 for more information. This ensures that the client machines can be automatically updated after you install QM 2.7(3). Upgrading a Client Application If you are upgrading a QM client application (QM Administrator, QM Desktop, or QM Desktop Recording service) from 2.4, follow these steps: 92 September 2009

93 Upgrading from Previous Versions 1. Reboot the client machine on which the QM client application is installed. NOTE: Do not immediately log into the client machine as a user. Wait four minutes for the client machine to finish the reboot. 2. Log into the client machine as a user. The Automated Update feature will remove third party software installed by QM and reboot the client machine automatically. NOTE: QM installations on client machines require administrative or elevated privileges to install the client update on the agent s desktop. 3. Log into the client machine as a user again. The Automated Update feature will update the QM client applications. NOTE: If QM Desktop is also installed on the client machine, the QM Desktop application will require a repair that will occur when either the machine is rebooted or when the QM Desktop application is launched. 4. Repeat steps 1-3 on a test set of client machines as described in "Testing Upgrades on Client Machines" on page 93 before you upgrade all client machines in your environment. If the test is successful, continue upgrading the remaining client machines as described in steps 1-3. Testing Upgrades on Client Machines If you have multiple types of client machines (for example, a laptop with administrator privileges or a desktop with elevated privileges), test three or four of each machine type using QM in your environment and generate test calls to phones associated with each of the client machines before an upload is scheduled to occur. At a minimum, QM Desktop Recording must be installed on the client machines being tested. For example, if your environment uses desktops and laptops, you will need to test the following scenarios: Desktop with administrator privileges Desktop with elevated privileges Laptop with administrator privileges Laptop with elevated privileges September

94 Quality Management Installation Guide To test upgrades on a client machine: 1. Log on to a client machine. 2. Generate test calls. 3. Verify the recordings were uploaded successfully to the designated recording file storage location. See "Recording File Storage Location" on page 57 for more information. 4. Repeat steps 1-3 for each client machine in your test set. 5. After testing the sample client machines, continue updating the remaining client machines that have QM installed as described in "Upgrading a Client Application" on page 92. Verifying the Upgrade is Installed Correctly on the QM Server Verify QM 2.7(3) appears in the list of Add or Remove Programs. 1. Select Start > Add or Remove Programs. Cisco Quality Management Services should appear in the list. 2. Verify the version is correct by clicking Click Here for Support Information. The version will appear in the Support Info dialog box. Verifying the Upgrade is Installed Correctly on the Client Machine 1. Verify the recording appears in the daily folder on the agent s desktop for the following scenarios. Place a call to an Agent s extension from an internal number and verify the recording appears in the daily folder on the agent s desktop. Place a call to an Agent s extension from an external number and verify the recording appears in the daily folder on the agent s desktop. Call an internal number from an agent s desktop and verify the recording appears in the daily folder on the agent s desktop. Call an external number from an agent s desktop and verify the recording appears in the daily folder on the agent s desktop. The path to the daily folder is: C:\Program Files\Common Files\SQM\recordings\daily 2. Verify an agent can log into QM Desktop. 3. Verify a knowledge worker can log into QM Desktop. 4. Verify a supervisor can log into QM Desktop. 94 September 2009

95 Upgrading from Previous Versions 5. While logged in as a supervisor, verify: You can play a recording under the Recordings tab. You can evaluate a call under the Recordings tab. You can view reports under the Reports tab. 6. Verify a manager can log into QM Desktop. 7. While logged in as a manager, verify: You can play a recording under the Recordings tab. You can play a recording under the Archives tab. You can view reports under the Reports tab. 8. While logged in as a manager with evaluation enabled by the administrator, verify you can evaluate a recording under the Recordings tab. 9. Verify an archive user can log into QM Desktop. 10. While logged in as an archive user, verify you can play a recording under the Archives tab. 11. Verify an evaluator can log into QM Desktop. 12. While logged in as an evaluator, verify you can evaluate a recording under the Recordings tab. September

96 Quality Management Installation Guide Setting Up NT Authentication for the Cisco Unified CC Database If you select NT Authentication on the Unified CC Database window in QM Configuration Setup (page 41), you must perform the following procedure to support NT authentication for the Unified CC database. These steps must be done after you install QM and before you start administering any users with QM Administrator. To set up NT authentication for the Unified CC database, you perform the following three procedures. 1. Set up NT users who will be used to connect to the database. 2. Configure the QM Sync Service to run as the authenticating user. 3. Allow the user access to the Unified CC database. 4. Verify the connection. Set Up NT Users Follow these steps to set up NT users who will be used to connect to the database. A user must be known on both the Unified CCX server and the QM server, and the Unified CCX server cannot be on a domain. On the Unified CCX server: 1. Add a user. 2. Add this user to the CiscoCRSUsers and Administrator groups. On the QM server: 1. Add a user with the same username and password as the user created on the Unified CCX server. 2. Add this user to the Administrator group. 3. Set the user to have permissions to log on as a service. To add a user: 1. Right-click My Computer and select Manage. 2. Under Local Users and Groups, right-click Users and select New User. 3. Enter a username and password, clear the User must change password at next logon check box, select the Password never expires check box, and then click Create. The user is now added to the list of users. 96 September 2009

97 Setting Up NT Authentication for the Cisco Unified CC Database To add a user to a group: 1. Under Local Users and Groups, right-click the user, choose Properties, and select the Member of tab. 2. Click Add, and then click Advanced. 3. Click Find Now, and from the resulting list select the groups you want the user to belong to. 4. Click OK to close the Select Groups dialog box, and OK again to close the User Properties dialog box. To give a user permissions to log on as a service: 1. In Control Panel, select Administrative Tools > Local Security Policy. 2. In the left pane, select Local Policy > User Rights Assignment, and in the right pane, double-click Log on as a service. 3. In the resulting dialog box, click Add User or Group, and then enter the username or click Find Now to select the username from a list, and then click OK. Configure the QM Sync Service Follow these steps to configure the QM Sync Service to run as the authenticating user. 1. On the computer hosting the QM Base services, open the Services utility in Control Panel (under Administrative Tools). 2. Right-click the Quality Management Sync Service and choose Properties from the popup menu. 3. On the Log On tab, choose This Account and enter the username and password of the Windows user whose credentials you want to use for authentication. NOTE: The Windows user must have write access to the \Cisco\WFO_QM\log folder so logs can be written. NOTE: If you are using Named Pipes as the connection protocol, the username and password you enter here must be the same one you used when setting up Named Pipes. See "Setting Up Named Pipes for the Cisco Unified CC Database" on page 99. September

98 Quality Management Installation Guide Verify the Connection Follow these steps to verify the connection between QM and the Unified CC database. 1. Start QM Administrator. 2. Click Personnel > User Administration, and select the Unlinked Users tab (for systems that use Active Directory) or the Unconfigured Users tab (for systems that do not use Active Directory). If there are users listed there, the synchronization worked. To allow the user access to the Cisco Unified CC database: 1. On the computer that hosts the Unified CCX database, open the SQL Server Enterprise Manager and navigate to the Security node under the Unified CC database instance (which might be the default instance). The Logins node displays a list of Windows and SQL users who can access the databases in this instance. Check to see if the Windows user you configured in Procedure 1 is in the list. If not, you must create a new login. If the user already exists, skip to Step To create a new login: a. Right-click Logins and choose New Login from the popup menu. b. On the General tab, enter the user name from Procedure 1 in the Name field. In the Authentication section, select Windows Authentication, select or enter the user s Windows domain in the Domain field, and select Grant access. c. Click OK to add the new login to the list. 3. Right-click the login and choose Properties from the popup menu. 4. On the Database Access tab, select <dbname>_sidea in the list of databases. In the Database Roles pane, select db_datareader. 5. Repeat Step 4 for <dbname>_sideb. 6. Click OK. 98 September 2009

99 Setting Up Named Pipes for the Cisco Unified CC Database Setting Up Named Pipes for the Cisco Unified CC Database If you select Named Pipes on the Unified CC Database window in QM Configuration Setup (page 41), you must perform the following procedure to support Named Pipes for the Unified CC database. NOTE: QM supports only the default SQL Server pipe name. The default pipe name is \\<hostname>\pipe\sql\query. These steps must be done after you install the QM Base Services and before you start administering any users with QM Administrator. To set up Named Pipes on the Unified CC database, you must: 1. Configure the QM Sync Service to run as the authenticating user. 2. Verify that Named Pipes is a valid protocol with the default pipe name. 3. Verify the connection. 1. To configure the QM Sync Service to run as the authenticating user: 1. On the computer hosting the QM Base services, open the Services utility in Control Panel (under Administrative Tools). 2. Right-click the Quality Management Sync Service and choose Properties from the popup menu. 3. On the Log On tab, choose this Account and enter the username and password of the Windows user whose credentials you want to use for authentication. NOTE: If you are using NT authentication, the username and password you enter here must be the same one you used when setting up authentication. See "Setting Up NT Authentication for the Cisco Unified CC Database" on page To verify that Named Pipes is a valid protocol with the default pipe name: 1. On the computer that hosts the Unified CCX database, open the SQL Server Enterprise Manager and navigate to the SQL Server instance for the Unified CC Database. 2. Right-click the SQL Server instance and choose Properties from the popup menu to display the SQL Server Properties (Configure) dialog box. 3. On the General tab, click Network Configuration to display the SQL Server Network Utility dialog box. September

100 Quality Management Installation Guide 4. Verify that Named Pipes is in the list of enabled protocols. 5. Select Named Pipes and then click Properties to display the Named Pipes dialog box. 6. Verify that the Default Pipe field displays \\.\pipe\sql\query or \\<hostname>\sql\query. 3. To verify the connection: 1. On the QM server, start the Quality Management Sync Service. 2. Open the DirAccessSyncServer.log file located in the C:\Program Files\Cisco\WFO_QM\log folder. 3. Verify that the follow message is in the log: FCSS0021 SetServerStatus Change server to active. and that there are no major or minor error messages present. 100 September 2009

101 Installing QM Desktop Applications Installing QM Desktop Applications Overview QM Desktop applications are installed from web pages that are created when the Base Services are installed. These web pages are: Administrator.htm This page contains links to the install files for all three desktop applications QM Administrator, QM Desktop, and the QM Desktop Recording service. Desktop.htm This page contains a link to the QM Desktop install files. Recording.htm This page contains a link to the QM Desktop Recording service install files. NOTE: Install the QM Desktop applications after all the QM services have been installed. Enabling the Elevated Privileges Policy for Windows Installer Installations To allow users with limited privileges to be able to install a desktop application on their computer (for example, an evaluator installing his or her own instance of QM Desktop) you must enable the Windows policy Always Install with Elevated Privileges for both the User Configuration and the Computer Configuration. By default, Windows Installer installations run in the context of the logged-on user. When this policy is enabled, Windows Installer installations will run in a context with elevated privileges, thus allowing the install to successfully complete complex tasks that require a privilege level beyond that of the logged-on user. To enable the Windows elevated privileges policy: 1. Start the Microsoft Management Console (MMC) Active Directory Users and Computers snap-in. 2. Right-click the appropriate organizational unit (OU) and from select Properties from the popup menu. 3. On the Group Policy tab, select the Group Policy Object (GPO) and then click Edit. 4. Expand Computer Configuration > Administrative Templates > Windows Components > Windows Installer. 5. Double-click Always install with elevated privileges. 6. Set to Enabled, and then click OK. September

102 Quality Management Installation Guide 7. Expand User Configuration > Administrative Templates > Windows Components > Windows Installer. 8. Double-click Always install with elevated privileges. 9. Set to Enabled, and then click OK. NOTE: You must enable this GPO under both the User Configuration and Computer Configuration sections for it to take effect. Installation Procedure Follow these steps to install the QM desktop applications. To install QM Desktop applications: 1. From the computer where you want to install the desktop application, start Internet Explorer. 2. Enter the appropriate installation web page address in the Address field: services IP address>:8088/tup/qm/administrator.htm services IP address>:8088/tup/qm/desktop.htm services IP address>:8088/tup/qm/recording.htm The installation web page appears. 3. Follow the instructions on the web page to install the desktop application. NOTE: When installing QM Desktop, an icon for JMStudio is added to the user s desktop and the JMStudio folder is left open on the user s computer. The folder should be closed and the icon can be deleted if desired. 102 September 2009

103 Using Automated Package Distribution Tools Using Automated Package Distribution Tools QM s MSI-based desktop application installations can be deployed ( pushed ) via automated package distribution tools that make use of the Microsoft Windows Installer service. Requirements QM support for automated package distribution depends on compliance with the requirements listed below. Execution Installations must be executed on the target machine. Deployment methods that capture a snapshot of an installation and redistribute that image are not supported. Per-Machine vs. Per-User Installation Installations must be deployed on a per-machine basis. Per-user installations are not supported. Privileges QM installations require either administrative or elevated privileges. By default, Windows Installer installations run in the context of the logged-on user. If the installation is run in the context of an administrative account, there is no need to enable policies to grant elevated privileges. If the installation is run in the context of an account with reduced privileges, then it must be deployed with elevated privileges. The target machine must have the Windows policy Always Install with Elevated Privileges enabled for both the User Configuration and the Computer Configuration. When this policy is enabled, Windows Installer installations will run in a context with elevated privileges, thus allowing the installation to successfully complete complex tasks that require a privilege level beyond that of the logged-on user. Automated Package Installation vs. Manual Installation Automated installations must use the same files and meet the same installation criteria as manually-deployed installations. QM MSI packages are located in the following location on a successfully-installed production server and are intended for both manual and automated deployment. <user-defined path>\wfo_qm\tomcat\webapps\tup\qm You can also generate QM MSI packages using the ConfigureMsi.exe utility and unconfigured installation templates, available on the QM installation DVD. See "Client Installation Packages on the Installation DVD" on page 105 for more information. September

104 Quality Management Installation Guide Alteration of these files or the use of other MSI files included with the product at other locations is not supported. Installation criteria such as supported operating systems, product deployment configurations, installation order, and server/client version synchronization must be met. Altering the supplied MSI packages to circumvent the installation criteria is not supported. Multiple Software Releases Multiple software releases must not be combined into a single deployment package. Each QM software release is intended for distribution in its entirety as a distinct deployment. Combining multiple releases (for example, a software package's base release and a subsequent service release) into a single deployment package is not supported. Reboots Any reboots associated with QM installations are required. If the installation s default reboot behavior is suppressed, the target machine must be rebooted before running the installed applications to ensure expected functionality. Delaying a reboot is not known to be an issue at this time, as long as a reboot occurs before launching the installed applications. If it is determined in the future that delaying a reboot via command line suppression affects expected behavior, then that delayed reboot will not be supported. Best Practices Best practices recommendations are listed below. Windows Installer Logging Window Installer logging should be enabled. The installations should be run with the following command line argument: /l*v <logfile path and name> NOTE: The logfile path and name must be a location to which the installation s user context has permission to write. This ensures that any loggable issues are captured efficiently. Deployment Each installation package should be deployed using its own deployment package. Using separate packages offers faster isolation of potential issues than does a composite deployment package. Installation and Uninstallation Deployment Packages The deployment engineer should create and test both an installation and uninstallation deployment package. 104 September 2009

105 Using Automated Package Distribution Tools Recommended Deployment Preparation Model 1. Use a lab environment to model the pending deployment. 2. Install the servers to obtain valid client installation packages. 3. Manually deploy client installation packages to ensure that the installs are compatible with your environment. This will isolate product installation vs. automated deployment issues. 4. Create your deployment packages in accordance with the requirements listed in "Requirements" on page Test the deployment packages. 6. At deployment time modify your deployment packages, replacing the client installation packages from the lab environment with valid client installation packages from the production server. Client Installation Packages on the Installation DVD The QM installation DVD contains unconfigured installation templates that, with the use of a configuration tool (ConfigureMsi.exe), can be configured so that client applications are available prior to the installation of the QM services. The unconfigured installation templates are located in the following file structure on the installation DVD: Clients Admin Playback Recording SR To configure client installation files with the ConfigureMsi tool: 1. Copy the Clients folder and all its contents from the QM installation DVD to a PC that does not have the QM Base services installed on it. 2. On the desktop, open a command window and navigate to the Clients folder. 3. Type ConfigureMsi and press Enter. The configuration tool starts and displays a list of available languages. 4. Choose the number of the language you want the client applications to use and press Enter. 5. Type the IP address of LDAP Host 1 and press Enter. The utility creates installation files for all QM client applications. NOTE: The base release and service releases of the same version of software can be combined into a single folder structure, since the September

106 Quality Management Installation Guide configuration tool will detect and configure both types of install packages. 106 September 2009

107 Removing QM 3 Removing QM Uninstall QM in the following order: 1. QM service releases, if any 2. QM client applications 3. QM Desktop Recording service 4. QM services, including the Cisco Unified Communications Manager JTAPI client Recordings are not removed from client or server computers when QM is removed. They are maintained in the folder located at: Server: Clients: C:\Program Files\Common Files\QM\Recordings C:\Program Files\Common Files\SQM\Recordings Note that this is the default location and that a custom location might have been set up for your system. NOTE: A user must be logged in as an Administrator in order to remove any QM applications. To remove a QM application or the Cisco Unified Communications Manager JTAPI client: 1. Open the Windows Control Panel. 2. Double-click Add/Remove Programs. 3. From the list, select the application you wish to remove and click Remove. The application is removed. NOTE: If you have multiple QM client applications installed on one computer, and wish to uninstall one application and leave the rest, you must uninstall all of the applications, reboot your computer, and September

108 Quality Management Installation Guide then reinstall the desired set of applications. The applications share certain third party files, and uninstalling one application may remove files needed by the remaining applications. NOTE: If you intend to reinstall QM after completely removing an older version (a clean install), verify that the recording storage folder structures are removed before installing the new version. Using the Windows Control Panel to remove services will not remove the QM databases (SQMDB, SQMREPORTDB, and Hibernate). If you are intending to reinstall or upgrade QM, and you want to retain historical data, the QM databases must not be removed. However, if you want to remove QM completely, follow this procedure to remove the databases. To remove the QM databases: 1. On the server that hosts the QM databases, launch and log in to Microsoft SQL Server Management Studio. 2. In the left navigation pane, expand the Databases node and right-click SQMDB. 3. From the popup menu, choose Delete. 108 September 2009

109 Removing QM Delete Object window appears. Figure 29. Delete Object window 4. Select the Close existing connections check box and then click OK. 5. Repeat steps 2 4 for the SQMREPORTDB and Hibernate databases. September

110 Quality Management Installation Guide 110 September 2009

111 Checklists and Activities A Pre-installation Checklist Use the pre-installation checklist to prepare for a QM installation. When you have gathered the information in this checklist, you can then install QM. Table 19. Pre-installation checklist QM Server Environment Pre-order validation Configuration Information Complete QM sizing worksheet Verify NIC support for promiscuous mode; recommend driver update if needed Verify desktop hardware and disk requirements as defined by the Quality Management Installation Guide Verify there is sufficient disk space. See "Disk Storage Sizing Guidelines" on page 19 for information on estimating the amount of disk storage required for your system. Verify system specifications as defined by the Quality Management Installation Guide September

112 Quality Management Installation Guide Table 19. Pre-installation checklist (cont d) QM Server Environment Configuration Information Evaluate customer needs for MetaData/Agent Tagged Calls Verify environment information meets requirements Unified CCX version Number of agent workstations Number of supervisor/managers workstations Number of knowledge workers (non-acd users that will be recorded) Number of evaluators Verify IP phone models Verify Remote Access for Deployment Resources QM Base Server Information QM base server IP address QM base server IP hostname QM administrator login Cisco Unified CCX Database Username: Password: Synchronize users with ACD Side A IP address or hostname Side B IP address or hostname, if one exists SQL instance name SQL DB user login Username: Password: 112 September 2009

113 Pre-installation Checklist Table 19. Pre-installation checklist (cont d) QM Server Environment Configuration Information Connection type (TCP/IP or Named Pipes) and port (default port is 1433) Unified CM Information SOAP AXL user login JTAPI user login This should be the same account used for CTI integration Username: Password: Username: Password: Publisher and Subscribers Host Name/IP Address Subscriber IP addresses or hostnames Primary CTI Managers Backup CTI Managers Order SQL Server 2005 Standard Edition QM SQL Database Server Information QM SQL database server IP address or hostname QM SQL database server instance name The default is mssqlserver. QM SQL database server login Default language must be English. The dbcreator and dbreader roles must be assigned to this login. Username: Password: QM CTI Service (Usually located on the QM server) Primary QM CTI Service IP address or hostname Secondary QM CTI Service IP address or hostname (if any) Enterprise Settings September

114 Quality Management Installation Guide Table 19. Pre-installation checklist (cont d) QM Server Environment Configuration Information Location of the QM software licenses Active Directory Domain Information (Required only if used with QM) Base DN Domain name Active Directory IP address or hostname Port number for AD connection (default is 389 or 636 if you are using SSL) Active Directory display name (Created for Read Only) This user may reside in a different OU than the QM users User Search Base Username: Password: Location of the CA certificate for AD. User records Containers in the Active Directory tree used to locate and link Active Directory users to QM users. A path or paths to user record, and organizational unit records. This information is only required when using Active directory accounts for QM user authentication. OU: OU: OU: OU: QM Recording File Storage Information QM Voice/Screen Recording Server IP address or hostname Provide the storage location (for example, C:\Program Files\Common Files\QM\Recordings) 114 September 2009

115 Pre-installation Checklist Table 19. Pre-installation checklist (cont d) QM Server Environment If you chose an external storage location, provide the username and password required to access that location Monitoring and Notification Configuration Information Username: Password: If you chose SNMP notification, provide the necessary configuration information (for example, IP addresses for SNMP trap) If you chose notification, provide the necessary configuration information Remote User Information User login for remote access (for example, VPN or RDP) IP address or hostname (for example, Port number: Username: Password: From address: Emergency address: Username: Password: QM system site name:: September

116 Quality Management Installation Guide Deployment Activities Deploying QM is a three-day activity. The activities for each day are described as follows. Day 1 The following list describes activities for day Connect to the customer s production servers. 2. Verify all server connections are successful based on the information provided in the pre-installation checklist. See "Pre-installation Checklist" on page 111 for more information. 3. Gather Active Directory information, if required. Day 2 The following list describes activities for day Validate Active Directory information, if required. 2. Install QM from the installation DVD. 3. Complete the Configuration Setup tool. 4. Link all contact center agents to their respective Active Directory account, if Active Directory is used. 5. Create an MSI to push QM Administrator, QM Desktop, and QM Desktop Recording out to user workstations, prepare to install the client applications at each user s workstation. 6. Stop site configuration tasks at server and create first evaluation form. The evaluation form is required for the system setup. Ask the customer to modify and return the sample evaluation form based on business processes for QM. Review and modify it, if needed. Continue site configuration. 7. Meet with the customer to confirm the final configuration based on the customer s business processes. Ask any questions before completing the site configuration. Confirm workflows and then complete the installation based on answers provided by the customer. The site should be configured by the end of the day. 8. Place test calls to agent workstations and check for recordings. 9. Test the Upload On Demand feature. 116 September 2009

117 Deployment Activities Day 3 The following list describes activities for day 3. Verify the agent recordings were uploaded from the previous day and use the evaluation form to check calls. Verify the global upload time settings are consistent with the agent daily log on/log off activity. September

118 Quality Management Installation Guide Installation Checklist Use the installation checklist when installing and configuring QM. Table 20. Installation Checklist Deployment task Comments Planned installation date Deployment engineer Site address Primary contact phone Primary contact address QM Server QM database user login Username: Password Verify DNS resolution of IP address and hostname for QM Server on corporate network Active Directory hostname IP address Port number Base DN Active Directory user login Unified CM (list all) Username: Password: Hostname IP address Unified CCX JTAPI user login Username: Password: Username: Password: 118 September 2009

119 Installation Checklist Table 20. Installation Checklist Deployment task AXL user login Comments Username: Password: Remote access method (Cisco VPN, SSL VPN) Remote access user login Build Server Username: Password: Install Microsoft SQL Server 2005 Standard Edition (including database, workstation components, Books Online, and development tools) and select the Mixed Mode option in the Authentication Mode screen Create an SQL user account, select English as the default language, and select dbcreator from the list of server roles Username: Password: Clear Enforce Policy option Set Server Roles to dbcreator Set SQL collation to Latin1_ General Add Windows Firewall exclusions by application (if Windows Firewall or other firewall utility is active) Allow remote connections Configure the SQL Server Browser Install Windows SNMP Services (optional) Install QM Services September

120 Quality Management Installation Guide Table 20. Installation Checklist Deployment task Comments Run the setup_qm_272.exe and all selected services shown in the dialog will be installed to the server Initial Mode Configuration Enter IP address for QM Directory Services and QM Services Enter password for the QM Administrator and note it on this worksheet Cisco Unified CC Database Password: Enter Side A IP address Enter Side B IP address Enter SQL instance name Select Authentication Mode (SQL or NT) * Select database connection type (TCP/IP or Named Pipe) and enter the port number Cisco Unified CM 120 September 2009

121 Installation Checklist Table 20. Installation Checklist Deployment task Comments For each cluster, enter the following information: SOAP AXL Access username: SOAP AXL Access password: JTAPI username JTAPI password Unified CM hostname or IP address Primary or backup CTI Manager Hostname or IP address for the subscribers (if any) and Primary or Backup designation QM Database Enter the QM Database hostname or IP address Enter the SQL instance name (Leave blank if you want to use the default instance.) Select the Unlimited check box Enter the username and password for the QM Database QM CTI Service Username: Password Enter the hostname or IP address for the primary QM CTI service Enter the hostname or IP address for the backup QM CTI service Enterprise Settings September

122 Quality Management Installation Guide Table 20. Installation Checklist Deployment task Comments Select the Enable Automatic Updates for All QM Clients check box Configure session time-outs for QM Desktop and QM Administrator View license information and update software licenses by importing a new software license file Location of the QM software licenses, if not obtained from CVD: Configure Active Directory domains (in an Active Directory system only) Enable/disable non-english locales (in a system with non-english versions of QM installed) Domain Information (Optional) Enter the Base DN Enter the domain name Enter the hostname or IP address Enter the port number Enter the Active Directory display name Username: Password: User Search Base: Select the Use SSL check box if Secure Socket Layer is enabled Enter the user records (OUs) Recording File Storage Location OU: OU: OU: OU: 122 September 2009

123 Installation Checklist Table 20. Installation Checklist Deployment task Comments Enter the IP address for the voice recordings storage location Choose Local Storage Location or External Storage Location for the voice recording storage location Enter the storage location to any local or external folder for the voice recording storage location Enter the IP address for the screen recording storage location Select the Use Same Path as Voice Recordings check box to store screen recordings in the same location as the voice recordings If you selected External Storage Location, enter the username and password. Upload Settings Username: Password: Enter Peak Uploads hour parameters Enter Off Peak Uploads hour parameters Monitoring and Notification Select Use Monitoring/Notification Service Select Use Event View Notification if required and configure SMTP options Select notification triggers Status September

124 Quality Management Installation Guide Table 20. Installation Checklist Deployment task Comments Verify the information on the screen is correct Install JTAPI Set QM Sync Service to run as local user account that is shared with Unified CCX Verify all QM Services are running and verify connections Start the QM Base Server, start QM Sync Service, and verify the FCSS0021 Log Entry Configuring the PROXY Pros Gateway (applies only to systems that include screen recording) Configure PROXY Pro Gateway permissions for administrators Install QM Desktop Applications Install QM Administrator services IP address>:8088/tup/qm /Administrator.htm Install QM Desktop for managers and supervisors (and agent, if required by the customer) services IP address>:8088/tup/qm /Desktop.htm Install QM Desktop Recording services IP address>:8088/tup/qm /Recording.htm Verify login for QM Administrator and QM Desktop, if allowed Configure QM Administrator 124 September 2009

125 Installation Checklist Table 20. Installation Checklist Deployment task Define the Inclusion/Exclusion List Define the Inclusion List Use the wild cards? and * to configure ranges of extensions Select Inbound and/or Outbound check boxes to limit recordings to calls going in a specific direction User Administration Enable Evaluation for managers and supervisors Link AD to ACD Users Create QM users for non-agent roles Assign roles to QM users License users Team Administration Assign QM supervisors to ACD teams Group Administration Create groups Assign teams to groups Assign managers to groups Manage Recordings Configure recording retention periods Configure training retention period Configure agent tagged retention period Archive Recordings Comments September

126 Quality Management Installation Guide Table 20. Installation Checklist Deployment task Comments Enter archive recording retention period or select Unlimited Select Allow Agents to Access Archive, if allowed Evaluation Forms Create evaluation forms Configure who can evaluate contacts that use a specific form Configure who can approve evaluation that use a specific form Create QM Workflows at the Team Level Create an archive workflow per customer requirements Create Archive Workflows at the Team Level Create an archive workflow per customer requirements Configure User Defined Metadata Add user-defined metadata elements Enable recording export at the role level Enable or disable recording export at the role level per customer requirements * If you choose NT, follow the procedures in "Setting Up NT Authentication for the Cisco Unified CC Database" on page September 2009

127 Backup and Restore B Introduction There are two situations in which QM data is backed up and restored. Upgrading your system from earlier versions of QM to QM 2.7(3) Making a disaster recovery backup of version 2.7(3) Upgrades When upgrading from version 2.4, or version 2.6 to version 2.7(3), the installation process automatically backs up your data and restores it to the newly-installed version 2.7(3). It is not necessary to manually backup and restore the data. Disaster Recovery You can back up and restore QM version 2.7(3) data using the BARS (backup and restore) command line utility that is installed with QM Administrator. There are three QM databases, SQMDB, SQMReportDB, and hibernate. SQMReportDB and hibernate do not store historical data. Rather, they store configuration information needed to ensure that reports work correctly. They are created whenever the QM services are installed. Therefore the SQMReportDB and hibernate do not need to be backed up. If they are ever deleted, they can be reinstalled by running the QM Configuration Setup tool, Create Database Catalogs (see "QM Configuration Setup" on page 38). In the rest of this chapter, a reference to the QM database means the SQMDB database and not the SQMReportDB or hibernate database. BARS backs up and restores the LDAP and QM databases. The LDAP database is backed up to your local computer. The QM database is backed up to a folder on the computer that hosts Microsoft SQL Server. September

128 Quality Management Installation Guide NOTE: After you back up LDAP and QM, it is advisable to copy the backup files to another location for safekeeping. Command Line Syntax The BARS utility uses the following syntax: bars.exe [-BL -RL -BD -RD -d=<file path>] The options are not case sensitive. They are defined as follows: Option BL BD RL RD d=<path> Description Back up the LDAP database Back up the QM database Restore the LDAP database Restore the QM database Path of the location where backup files are stored, if it is not the default location. This location must already exist BARS will not create the folder location during the backup process. This command is required when backing up an external database location. By default, the BARS utility is installed in the following location on the computers that host the QM Database Service, and the LDAP Service: C:\Program Files\Cisco\WFO_QM\bin\bars.exe Backing Up the LDAP and QM Databases To back up the LDAP and QM databases: 1. On the computer that hosts the QM services, open a command window. 2. Navigate to the folder where the BARS utility is located and type: bars.exe -BL -BD 3. Press Enter. The utility creates the following backup files: 128 September 2009

129 Introduction A QM backup file named SQMdbbackup.dat located in the C:\Program Files\Common Files\SQM\backup\SQMdb folder on the computer that hosts the QM Database Services. A number of LDAP backup files located in the C:\Program Files\ Common Files\SQM\backup\ldap folder on your local computer. The files are in XML format. NOTE: It is recommended that you copy the backup files to a secure location for safekeeping. Restoring the LDAP and QM Databases It may become necessary to restore your QM system from the backup files due to database corruption or some other problem. To restore the LDAP and QM databases: 1. Ensure that QM Administrator is closed. 2. Stop the following QM services: Quality Management DB Cleaner Service Quality Management DB Proxy Service Quality Management Mana Service Quality Management Sync Service Quality Management Upload Controller Service Quality Management Network Recording Service Quality Management Monitor Service Tomcat on the Voice and Screen server and the Base server 3. On the computer that hosts QM Administrator, open a command window. 4. Navigate to the folder where the BARS utility is located and type: bars.exe -RL -RD d=<path> NOTE: Use the d=<path> option only if you moved the backup files to a location other than the default location (C:\Program Files\Common Files\SQM\backup\). If the files are in the default backup location, you do not need to include this option. 5. Press Enter. The LDAP and QM databases are restored. 6. Restart the QM services you stopped in Step 2. September

130 Quality Management Installation Guide 130 September 2009

131 License and Copyright Information for Cisco Quality Management C Contents This document includes the following sections: Cisco End User License Agreement (page 132) Apache License (page 138) Boost Software License (page 142) Bouncy Castle Software License (page 143) Dojo License (page 144) JAF License (page 149) JavaMail API License (page 155) JRegistry Key License (page 161) jtds License (page 171) Libcurl License (page 172) OmniORB License (page 173) Open LDAP License (page 177) OpenSSL License (page 178) Pentaho Reporting License (page 181) Sleepycat License (page 190) SPEEX License (page 193) Xerces XML Parser License (page 194) September

132 Quality Management Installation Guide Cisco End User License Agreement IMPORTANT: PLEASE READ THIS END USER LICENSE AGREEMENT CAREFULLY. DOWNLOADING, INSTALLING OR USING CISCO OR CISCO-SUPPLIED SOFTWARE CONSTITUTES ACCEPTANCE OF THIS AGREEMENT. CISCO, INC. OR ITS SUBSIDIARY LICENSING THE SOFTWARE INSTEAD OF CISCO, INC. ( CISCO ) IS WILLING TO LICENSE ITS SOFTWARE TO YOU ONLY UPON THE CONDITION THAT YOU ACCEPT ALL OF THE TERMS CONTAINED IN THIS END USER LICENSE AGREEMENT PLUS ANY ADDITIONAL LIMITATIONS ON THE LICENSE SET FORTH IN A SUPPLEMENTAL LICENSE AGREEMENT ACCOMPANYING THE PRODUCT (COLLECTIVELY THE AGREEMENT ). TO THE EXTENT OF ANY CONFLICT BETWEEN THE TERMS OF THIS END USER LICENSE AGREEMENT AND ANY SUPPLEMENTAL LICENSE AGREEMENT, THE SUPPLEMENTAL LICENSE AGREEMENT SHALL APPLY. BY DOWNLOADING, INSTALLING, OR USING THE SOFTWARE, YOU ARE BINDING YOURSELF AND THE BUSINESS ENTITY THAT YOU REPRESENT (COLLECTIVELY, CUSTOMER ) TO THE AGREEMENT. IF YOU DO NOT AGREE TO ALL OF THE TERMS OF THE AGREEMENT, THEN CISCO IS UNWILLING TO LICENSE THE SOFTWARE TO YOU AND (A) YOU MAY NOT DOWNLOAD, INSTALL OR USE THE SOFTWARE, AND (B) YOU MAY RETURN THE SOFTWARE (INCLUDING ANY UNOPENED CD PACKAGE AND ANY WRITTEN MATERIALS) FOR A FULL REFUND, OR, IF THE SOFTWARE AND WRITTEN MATERIALS ARE SUPPLIED AS PART OF ANOTHER PRODUCT, YOU MAY RETURN THE ENTIRE PRODUCT FOR A FULL REFUND. YOUR RIGHT TO RETURN AND REFUND EXPIRES 30 DAYS AFTER PURCHASE FROM CISCO OR AN AUTHORIZED CISCO RESELLER, AND APPLIES ONLY IF YOU ARE THE ORIGINAL END USER PURCHASER. The following terms of the Agreement govern Customer's access and use of the Cisco or Cisco-supplied software ( Software ), except to the extent: (a) there is a separate signed agreement between Customer and Cisco governing Customer's use of the Software, or (b) the Software includes a separate click-accept license agreement as part of the installation and/or download process. To the extent of a conflict between the provisions of the foregoing documents, the order of precedence shall be (1) the signed agreement, (2) the click-accept agreement, and (3) the Agreement. License. Conditioned upon compliance with the terms and conditions of the Agreement, Cisco grants to Customer a nonexclusive and nontransferable license to use for Customer's internal business purposes the Software and the Documentation for which Customer has paid the required license fees. Documentation means written information (whether contained in user or technical manuals, training materials, specifications or otherwise) pertaining to the Software and made available by Cisco with the Software in any manner (including on CD-Rom, or on-line). In order to use the Software, Customer may be required to input a registration number or product authorization key and register Customer's copy of the Software online at Cisco's website to obtain the necessary license key or license file. Customer's license to use the Software shall be limited to, and Customer shall not use the Software in excess of, a single hardware chassis or card or such other limitations 132 September 2009

133 Cisco End User License Agreement as are set forth in the applicable Supplemental License Agreement or in the applicable purchase order which has been accepted by Cisco and for which Customer has paid to Cisco the required license fee (the Purchase Order ). Unless otherwise expressly provided in the Documentation or any applicable Supplemental License Agreement, Customer shall use the Software solely as embedded in, for execution on, or (where the applicable Documentation permits installation on non-cisco equipment) for communication with Cisco equipment owned or leased by Customer and used for Customer's internal business purposes. No other licenses are granted by implication, estoppel or otherwise. NOTE: For evaluation or beta copies for which Cisco does not charge a license fee, the above requirement to pay license fees does not apply. General Limitations. This is a license, not a transfer of title, to the Software and Documentation, and Cisco retains ownership of all copies of the Software and Documentation. Customer acknowledges that the Software and Documentation contain trade secrets of Cisco or its suppliers or licensors, including but not limited to the specific internal design and structure of individual programs and associated interface information. Except as otherwise expressly provided under the Agreement, Customer shall have no right, and Customer specifically agrees not to: (i) transfer, assign or sublicense its license rights to any other person or entity (other than in compliance with any Cisco relicensing/transfer policy then in force), or use the Software on unauthorized or secondhand Cisco equipment, and Customer acknowledges that any attempted transfer, assignment, sublicense or use shall be void; (ii) make error corrections to or otherwise modify or adapt the Software or create derivative works based upon the Software, or permit third parties to do the same; (iii) reverse engineer or decompile, decrypt, disassemble or otherwise reduce the Software to human-readable form, except to the extent otherwise expressly permitted under applicable law notwithstanding this restriction; (iv) use or permit the Software to be used to perform services for third parties, whether on a service bureau or time sharing basis or otherwise, without the express written authorization of Cisco; or (v) disclose, provide, or otherwise make available trade secrets contained within the Software and Documentation in any form to any third party without the prior written consent of Cisco. Customer shall implement reasonable security measures to protect such trade secrets. To the extent required by law, and at Customer's written request, Cisco shall provide Customer with the interface information needed to achieve interoperability between September

134 Quality Management Installation Guide the Software and another independently created program, on payment of Cisco's applicable fee, if any. Customer shall observe strict obligations of confidentiality with respect to such information and shall use such information in compliance with any applicable terms and conditions upon which Cisco makes such information available. Software, Upgrades and Additional Copies. For purposes of the Agreement, Software shall include (and the terms and conditions of the Agreement shall apply to) computer programs, including firmware, as provided to Customer by Cisco or an authorized Cisco reseller, and any upgrades, updates, bug fixes or modified versions thereto (collectively, Upgrades ) or backup copies of any of the forgoing. NOTWITHSTANDING ANY OTHER PROVISION OF THE AGREEMENT: (1) CUSTOMER HAS NO LICENSE OR RIGHT TO MAKE OR USE ANY ADDITIONAL COPIES OR UPGRADES UNLESS CUSTOMER, AT THE TIME OF MAKING OR ACQUIRING SUCH COPY OR UPGRADE, ALREADY HOLDS A VALID LICENSE TO THE ORIGINAL SOFTWARE AND HAS PAID THE APPLICABLE FEE FOR THE UPGRADE OR ADDITIONAL COPIES; (2) USE OF UPGRADES IS LIMITED TO CISCO EQUIPMENT FOR WHICH CUSTOMER IS THE ORIGINAL END USER PURCHASER OR LESSEE OR OTHERWISE HOLDS A VALID LICENSE TO USE THE SOFTWARE WHICH IS BEING UPGRADED; AND (3) THE MAKING AND USE OF ADDITIONAL COPIES IS LIMITED TO NECESSARY BACKUP PURPOSES ONLY. Proprietary Notices. Customer agrees to maintain and reproduce all copyright and other proprietary notices on all copies, in any form, of the Software in the same form and manner that such copyright and other proprietary notices are included on the Software. Except as expressly authorized in the Agreement, Customer shall not make any copies or duplicates of any Software without the prior written permission of Cisco. Term and Termination. The Agreement and the license granted herein shall remain effective until terminated. Customer may terminate the Agreement and the license at any time by destroying all copies of Software and any Documentation. Customer's rights under the Agreement will terminate immediately without notice from Cisco if Customer fails to comply with any provision of the Agreement. Upon termination, Customer shall destroy all copies of Software and Documentation in its possession or control. All confidentiality obligations of Customer and all limitations of liability and disclaimers and restrictions of warranty shall survive termination of this Agreement. In addition, the provisions of the sections titled U.S. Government End User Purchasers and General Terms Applicable to the Limited Warranty Statement and End User License Agreement shall survive termination of the Agreement. Customer Records. Customer grants to Cisco and its independent accountants the right to examine Customer's books, records and accounts during Customer's normal business hours to verify compliance with this Agreement. In the event such audit discloses non-compliance with this Agreement, Customer shall promptly pay to Cisco the appropriate license fees, plus the reasonable cost of conducting the audit. 134 September 2009

135 Cisco End User License Agreement Export, Re-Export, Transfer & Use Controls. The Software, Documentation and technology or direct products thereof (hereafter referred to as Software and Technology), supplied by Cisco under the Agreement are subject to export controls under the laws and regulations of the United States (U.S.). Customer shall comply with such laws and regulations governing export, re-export, transfer and use of Cisco Software and Technology and will obtain all required U.S. and local authorizations, permits, or licenses. Cisco and Customer each agree to provide the other information, support documents, and assistance as may reasonably be required by the other in connection with securing authorizations or licenses. U.S. Government End User Purchasers. The Software and Documentation qualify as commercial items, as that term is defined at Federal Acquisition Regulation ( FAR ) (48 C.F.R.) 2.101, consisting of commercial computer software and commercial computer software documentation as such terms are used in FAR Consistent with FAR and DoD FAR Supp through , and notwithstanding any other FAR or other contractual clause to the contrary in any agreement into which the Agreement may be incorporated, Customer may provide to Government end user or, if the Agreement is direct, Government end user will acquire, the Software and Documentation with only those rights set forth in the Agreement. Use of either the Software or Documentation or both constitutes agreement by the Government that the Software and Documentation are commercial computer software and commercial computer software documentation, and constitutes acceptance of the rights and restrictions herein. Limited Warranty. Subject to the limitations and conditions set forth herein, Cisco warrants that commencing from the date of shipment to Customer (but in case of resale by an authorized Cisco reseller, commencing not more than ninety (90) days after original shipment by Cisco), and continuing for a period of the longer of (a) ninety (90) days or (b) the warranty period (if any) expressly set forth as applicable specifically to software in the warranty card accompanying the product of which the Software is a part (the Product ) (if any): (a) the media on which the Software is furnished will be free of defects in materials and workmanship under normal use; and (b) the Software substantially conforms to the Documentation. The date of shipment of a Product by Cisco is set forth on the packaging material in which the Product is shipped. Except for the foregoing, the Software is provided AS IS. This limited warranty extends only to the Customer who is the original licensee. Customer's sole and exclusive remedy and the entire liability of Cisco and its suppliers under this limited warranty will be (i) replacement of defective media and/or (ii) at Cisco s option, repair, replacement, or refund of the purchase price of the Software, in both cases subject to the condition that any error or defect constituting a breach of this limited warranty is reported to Cisco or the party supplying the Software to Customer, if different than Cisco, within the warranty period. Cisco or the party supplying the Software to Customer may, at its option, require return of the Software and/or Documentation as a condition to the remedy. In no event does Cisco warrant that the Software is error free or that Customer will be able to operate the Software without problems or interruptions. In addition, due to the continual development of new techniques for intruding upon and attacking networks, September

136 Quality Management Installation Guide Cisco does not warrant that the Software or any equipment, system or network on which the Software is used will be free of vulnerability to intrusion or attack. Restrictions. This warranty does not apply if the Software, Product or any other equipment upon which the Software is authorized to be used (a) has been altered, except by Cisco or its authorized representative, (b) has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Cisco, (c) has been subjected to abnormal physical or electrical stress, abnormal environmental conditions, misuse, negligence, or accident; or (d) is licensed for beta, evaluation, testing or demonstration purposes. The Software warranty also does not apply to (e) any temporary Software modules; (f) any Software not posted on Cisco s Software Center (on Cisco.com URL where Cisco makes the Software publicly available to licensed customers); (g) any Software that Cisco expressly provides on an AS IS basis on Cisco s Software Center; or (h) any Software for which Cisco does not receive a license fee. DISCLAIMER OF WARRANTY. EXCEPT AS SPECIFIED IN THIS WARRANTY SECTION, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS, AND WARRANTIES INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, SATISFACTORY QUALITY, NON-INTERFERENCE, ACCURACY OF INFORMATIONAL CONTENT, OR ARISING FROM A COURSE OF DEALING, LAW, USAGE, OR TRADE PRACTICE, ARE HEREBY EXCLUDED TO THE EXTENT ALLOWED BY APPLICABLE LAW AND ARE EXPRESSLY DISCLAIMED BY CISCO, ITS SUPPLIERS AND LICENSORS. TO THE EXTENT AN IMPLIED WARRANTY CANNOT BE EXCLUDED, SUCH WARRANTY IS LIMITED IN DURATION TO THE EXPRESS WARRANTY PERIOD. BECAUSE SOME STATES OR JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, THE ABOVE LIMITATION MAY NOT APPLY. THIS WARRANTY GIVES CUSTOMER SPECIFIC LEGAL RIGHTS, AND CUSTOMER MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM JURISDICTION TO JURISDICTION. This disclaimer and exclusion shall apply even if the express warranty set forth above fails of its essential purpose. Disclaimer of Liabilities. REGARDLESS OF WHETHER ANY REMEDY SET FORTH HEREIN FAILS OF ITS ESSENTIAL PURPOSE OR OTHERWISE, IN NO EVENT WILL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY LOST REVENUE, PROFIT, OR LOST OR DAMAGED DATA, BUSINESS INTERRUPTION, LOSS OF CAPITAL, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL, OR PUNITIVE DAMAGES HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY OR WHETHER ARISING OUT OF THE USE OF OR INABILITY TO USE SOFTWARE OR OTHERWISE AND EVEN IF CISCO OR ITS SUPPLIERS OR LICENSORS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. In no event shall Cisco's or its suppliers' or licensors' liability to Customer, whether in contract, tort (including negligence), breach of warranty, or otherwise, exceed the price paid by Customer for the Software that gave rise to the claim or if the Software is part of another Product, the price paid for such other Product. BECAUSE SOME STATES OR JURISDICTIONS DO NOT ALLOW LIMITATION OR EXCLUSION OF CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU. 136 September 2009

137 Cisco End User License Agreement Customer agrees that the limitations of liability and disclaimers set forth herein will apply regardless of whether Customer has accepted the Software or any other product or service delivered by Cisco. Customer acknowledges and agrees that Cisco has set its prices and entered into the Agreement in reliance upon the disclaimers of warranty and the limitations of liability set forth herein, that the same reflect an allocation of risk between the parties (including the risk that a contract remedy may fail of its essential purpose and cause consequential loss), and that the same form an essential basis of the bargain between the parties. Controlling Law, Jurisdiction. If you acquired this Software in the United States, Latin America, or the Caribbean, the Agreement and Hardware and Software warranties ( Warranties ) are controlled by and construed under the laws of the State of California, United States of America, notwithstanding any conflicts of law provisions; and the state and federal courts of California shall have exclusive jurisdiction over any claim arising under the Agreement or Warranties. If you acquired this Software in Canada, unless expressly prohibited by local law, the Agreement and Warranties are controlled by and construed under the laws of the Province of Ontario, Canada, notwithstanding any conflicts of law provisions; and the courts of the Province of Ontario shall have exclusive jurisdiction over any claim arising under the Agreement or Warranties. If you acquired this Software in Europe or Asia, unless expressly prohibited by local law, the Agreement and Warranties are controlled by and construed under the laws of England, notwithstanding any conflicts of law provisions; and the English courts shall have exclusive jurisdiction over any claim arising under the Agreement or Warranties. If you acquired this Software in Japan, unless expressly prohibited by local law, the Agreement and Warranties are controlled by and construed under the laws of Japan, notwithstanding any conflicts of law provisions; and the Tokyo District Court of Japan shall have exclusive jurisdiction over any claim arising under the Agreement or Warranties. If you acquired this Software in Australia, unless expressly prohibited by local law, the Agreement and Warranties are controlled by and construed under the laws of the State of New South Wales, Australia, notwithstanding any conflicts of law provisions; and the State and federal courts of New South Wales shall have exclusive jurisdiction over any claim arising under the Agreement or Warranties. The parties specifically disclaim the application of the UN Convention on Contracts for the International Sale of Goods. Notwithstanding the foregoing, either party may seek interim injunctive relief in any court of appropriate jurisdiction with respect to any alleged breach of such party s intellectual property or proprietary rights. If any portion hereof is found to be void or unenforceable, the remaining provisions of the Agreement and Warranties shall remain in full force and effect. Except as expressly provided herein, the Agreement constitutes the entire agreement between the parties with respect to the license of the Software and Documentation and supersedes any conflicting or additional terms contained in any Purchase Order or elsewhere, all of which terms are excluded. The Agreement has been written in the English language, and the parties agree that the English version will govern. September

138 Quality Management Installation Guide Apache License Apache License Version 2.0, January TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. Legal Entity shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, control means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright 138 September 2009

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142 Quality Management Installation Guide Boost Software License Version August 17th, 2003 Permission is hereby granted, free of charge, to any person or organization obtaining a copy of the software and accompanying documentation covered by this license (the "Software") to use, reproduce, display, distribute, execute, and transmit the Software, and to prepare derivative works of the Software, and to permit third-parties to whom the Software is furnished to do so, all subject to the following: The copyright notices in the Software and this entire statement, including the above license grant, this restriction and the following disclaimer, must be included in all copies of the Software, in whole or in part, and all derivative works of the Software, unless such copies or derivative works are solely in the form of machine-executable object code generated by a source language processor. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT. IN NO EVENT SHALL THE COPYRIGHT HOLDERS OR ANYONE DISTRIBUTING THE SOFTWARE BE LIABLE FOR ANY DAMAGES OR OTHER LIABILITY, WHETHER IN CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. 142 September 2009

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144 Quality Management Installation Guide Dojo License Dojo is available under *either* the terms of the modified BSD license *or* the Academic Free License version 2.1. As a recipient of Dojo, you may choose which license to receive this code under (except as noted in per-module LICENSE files). Some modules may not be the copyright of the Dojo Foundation. These modules contain explicit declarations of copyright in both the LICENSE files in the directories in which they reside and in the code itself. No external contributions are allowed under licenses which are fundamentally incompatible with the AFL or BSD licenses that Dojo is distributed under. The text of the AFL and BSD licenses is reproduced below The "New" BSD License: ********************** Copyright (c) , The Dojo Foundation All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: * Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. * Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. * Neither the name of the Dojo Foundation nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING 144 September 2009

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147 Dojo License expressly prohibited by U.S. copyright law, the equivalent laws of other countries, and by international treaty. Therefore, by exercising any of the rights granted to You in Section 1 herein, You indicate Your acceptance of this License and all of its terms and conditions. 10) Termination for Patent Action. This License shall terminate automatically and You may no longer exercise any of the rights granted to You by this License as of the date You commence an action, including a cross-claim or counterclaim, against Licensor or any licensee alleging that the Original Work infringes a patent. This termination provision shall not apply for an action alleging patent infringement by combinations of the Original Work with other software or hardware. 11) Jurisdiction, Venue and Governing Law. Any action or suit relating to this License may be brought only in the courts of a jurisdiction wherein the Licensor resides or in which Licensor conducts its primary business, and under the laws of that jurisdiction excluding its conflict-of-law provisions. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. Any use of the Original Work outside the scope of this License or after its termination shall be subject to the requirements and penalties of the U.S. Copyright Act, 17 U.S.C. Ã Â 101 et seq., the equivalent laws of other countries, and international treaty. This section shall survive the termination of this License. 12) Attorneys Fees. In any action to enforce the terms of this License or seeking damages relating thereto, the prevailing party shall be entitled to recover its costs and expenses, including, without limitation, reasonable attorneys' fees and costs incurred in connection with such action, including any appeal of such action. This section shall survive the termination of this License. 13) Miscellaneous. This License represents the complete agreement concerning the subject matter hereof. If any provision of this License is held to be unenforceable, such provision shall be reformed only to the extent necessary to make it enforceable. 14) Definition of You in This License. You throughout this License, whether in upper or lower case, means an individual or a legal entity exercising rights under, and complying with all of the terms of, this License. For legal entities, You includes any entity that controls, is controlled by, or is under common control with you. For purposes of this definition, control means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. 15) Right to Use. You may use the Original Work in all ways not otherwise restricted or conditioned by this License or by law, and Licensor promises not to interfere with or be responsible for such uses by You. This license is Copyright (C) Lawrence E. Rosen. All rights reserved. Permission is hereby granted to copy and distribute this license without modification. September

148 Quality Management Installation Guide This license may not be modified without the express written permission of its copyright owner. 148 September 2009

149 JAF License JAF License Version 1.1 A. Sun Microsystems, Inc. ("Sun") ENTITLEMENT for SOFTWARE Licensee/Company: Entity receiving Software. Effective Date: Date of delivery of the Software to You. Software: JavaBeans Activation Framework 1.1. License Term: Perpetual (subject to termination under the SLA). Licensed Unit: Software Copy. Licensed unit Count: Unlimited. Permitted Uses: 1. You may reproduce and use the Software for Individual, Commercial, or Research and Instructional Use for the purposes of designing, developing, testing, and running Your applets and application ("Programs"). 2. Subject to the terms and conditions of this Agreement and restrictions and exceptions set forth in the Software's documentation, You may reproduce and distribute portions of Software identified as a redistributable in the documentation ("Redistributable"), provided that: (a) you distribute Redistributable complete and unmodified and only bundled as part of Your Programs, (b) your Programs add significant and primary functionality to the Redistributable, (c) you distribute Redistributable for the sole purpose of running your Programs, (d) you do not distribute additional software intended to replace any component(s) of the Redistributable, (e) you do not remove or alter any proprietary legends or notices contained in or on the Redistributable. (f) you only distribute the Redistributable subject to a license agreement that protects Sun's interests consistent with the terms contained in this Agreement, and (g) you agree to defend and indemnify Sun and its licensors from and against any damages, costs, liabilities, settlement amounts and/or expenses (including attorneys' September

150 Quality Management Installation Guide fees) incurred in connection with any claim, lawsuit or action by any third party that arises or results from the use or distribution of any and all Programs and/or Redistributable. 3. Java Technology Restrictions. You may not create, modify, or change the behavior of, or authorize your licensees to create, modify, or change the behavior of, classes, interfaces, or subpackages that are in any way identified as java, javax, sun or similar convention as specified by Sun in any naming convention designation. B. Sun Microsystems, Inc. ("Sun") SOFTWARE LICENSE AGREEMENT READ THE TERMS OF THIS AGREEMENT ("AGREEMENT") CAREFULLY BEFORE OPENING SOFTWARE MEDIA PACKAGE. BY OPENING SOFTWARE MEDIA PACKAGE, YOU AGREE TO THE TERMS OF THIS AGREEMENT. IF YOU ARE ACCESSING SOFTWARE ELECTRONICALLY, INDICATE YOUR ACCEPTANCE OF THESE TERMS BY SELECTING THE "ACCEPT" BUTTON AT THE END OF THIS AGREEMENT. IF YOU DO NOT AGREE TO ALL OF THE TERMS, PROMPTLY RETURN THE UNUSED SOFTWARE TO YOUR PLACE OF PURCHASE FOR A REFUND OR, IF SOFTWARE IS ACCESSED ELECTRONICALLY, SELECT THE "DECLINE" (OR "EXIT") BUTTON AT THE END OF THIS AGREEMENT. IF YOU HAVE SEPARATELY AGREED TO LICENSE TERMS ("MASTER TERMS") FOR YOUR LICENSE TO THIS SOFTWARE, THEN SECTIONS 1-5 OF THIS AGREEMENT ("SUPPLEMENTAL LICENSE TERMS") SHALL SUPPLEMENT AND SUPERSEDE THE MASTER TERMS IN RELATION TO THIS SOFTWARE. 1. Definitions (a) "Entitlement" means the collective set of applicable documents authorized by Sun evidencing your obligation to pay associated fees (if any) for the license, associated Services, and the authorized scope of use of Software under this agreement. (b) "Licensed Unit" means the unit of measure by which your use of Software and/or Service is licensed, as described in your Entitlement. (c) "Permitted Use" means the licensed Software use(s) authorized in this Agreement as specified in your Entitlement. The Permitted Use for any bundled Sun software not specified in your Entitlement will be evaluation use as provided in Section 3. (d) "Service" means the service(s) that Sun or its delegate will provide, if any, as selected in your Entitlement and as further described in the applicable service listings at (e) "Software" means the Sun software described in your Entitlement. Also, certain software may be included for evaluation use under Section 3. (f) "You" and "Your" means the individual or legal entity specified in the Entitlement, or for evaluation purposes, the entity performing the evaluation. 150 September 2009

151 JAF License 2. License Grant and Entitlement. Subject to the terms of your Entitlement, Sun grants you a nonexclusive, nontransferable limited license to use Software for its Permitted Use for the license term. Your Entitlement will specify (a) Software licensed, (b) the Permitted Use, (c) the license term, and (d) the Licensed Units. Additionally, if your Entitlement includes Services, then it will also specify the (e) Service and (f) service term. If your rights to Software or Services are limited in duration and the date such rights begin is other than the purchase date, your Entitlement will provide that beginning date(s). The Entitlement may be delivered to you in various ways depending on the manner in which you obtain Software and Services, for example, the Entitlement may be provided in your receipt, invoice or your contract with Sun or authorized Sun reseller. It may also be in electronic format if you download Software. 3. Permitted Use. As selected in your Entitlement, one or more of the following Permitted Uses will apply to your use of Software. Unless you have an Entitlement that expressly permits it, you may not use Software for any of the other Permitted Uses. If you don't have an Entitlement, or if your Entitlement doesn't cover additional software delivered to you, then such software is for your Evaluation Use. (a) Evaluation Use. You may evaluate Software internally for a period of 90 days from your first use. (b) Research and Instructional Use. You may use Software internally to design, develop and test, and also to provide instruction on such uses. (c) Individual Use. You may use Software internally for personal, individual use. (d) Commercial Use. You may use Software internally for your own commercial purposes. (e) Service Provider Use. You may make Software functionality accessible (but not by providing Software itself or through outsourcing services) to your end users in an extranet deployment, but not to your affiliated companies or to government agencies. 4. Licensed Units. Your Permitted Use is limited to the number of Licensed Units stated in your Entitlement. If you require additional Licensed Units, you will need additional Entitlement(s). September

152 Quality Management Installation Guide 5. Restrictions. (a) The copies of Software provided to you under this Agreement are licensed, not sold, to you by Sun. Sun reserves all rights not expressly granted. (b) You may make a single archival copy of Software, but otherwise may not copy, modify, or distribute Software. However if the Sun documentation accompanying Software lists specific portions of Software, such as header files, class libraries, reference source code, and/or redistributable files, that may be handled differently, you may do so only as provided in the Sun documentation. (c) You may not rent, lease, lend or encumber Software. (d) Unless enforcement is prohibited by applicable law, you may not decompile, or reverse engineer Software. (e) The terms and conditions of this Agreement will apply to any Software updates, provided to you at Sun's discretion, that replace and/or supplement the original Software, unless such update contains a separate license. (f) You may not publish or provide the results of any benchmark or comparison tests run on Software to any third party without the prior written consent of Sun. (g) Software is confidential and copyrighted. (h) Unless otherwise specified, if Software is delivered with embedded or bundled software that enables functionality of Software, you may not use such software on a stand-alone basis or use any portion of such software to interoperate with any program(s) other than Software. (i) Software may contain programs that perform automated collection of system data and/or automated software updating services. System data collected through such programs may be used by Sun, its subcontractors, and its service delivery partners for the purpose of providing you with remote system services and/or improving Sun's software and systems. (j) Software is not designed, licensed or intended for use in the design, construction, operation or maintenance of any nuclear facility and Sun and its licensors disclaim any express or implied warranty of fitness for such uses. (k) No right, title or interest in or to any trademark, service mark, logo or trade name of Sun or its licensors is granted under this Agreement. 6. Term and Termination. The license and service term are set forth in your Entitlement(s). Your rights under this Agreement will terminate immediately without notice from Sun if you materially breach it or take any action in derogation of Sun's and/or its licensors' rights to Software. Sun 152 September 2009

153 JAF License may terminate this Agreement should any Software become, or in Sun's reasonable opinion likely to become, the subject of a claim of intellectual property infringement or trade secret misappropriation. Upon termination, you will cease use of, and destroy, Software and confirm compliance in writing to Sun. Sections 1, 5, 6, 7, and 9-15 will survive termination of the Agreement. 7. Java Compatibility and Open Source. Software may contain Java technology. You may not create additional classes to, or modifications of, the Java technology, except under compatibility requirements available under a separate agreement available at Sun supports and benefits from the global community of open source developers, and thanks the community for its important contributions and open standards-based technology, which Sun has adopted into many of its products. Please note that portions of Software may be provided with notices and open source licenses from such communities and third parties that govern the use of those portions, and any licenses granted hereunder do not alter any rights and obligations you may have under such open source licenses, however, the disclaimer of warranty and limitation of liability provisions in this Agreement will apply to all Software in this distribution. 8. Limited Warranty. Sun warrants to you that for a period of 90 days from the date of purchase, as evidenced by a copy of the receipt, the media on which Software is furnished (if any) will be free of defects in materials and workmanship under normal use. Except for the foregoing, Software is provided "AS IS". Your exclusive remedy and Sun's entire liability under this limited warranty will be at Sun's option to replace Software media or refund the fee paid for Software. Some states do not allow limitations on certain implied warranties, so the above may not apply to you. This limited warranty gives you specific legal rights. You may have others, which vary from state to state. 9. Disclaimer of Warranty. UNLESS SPECIFIED IN THIS AGREEMENT, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT THESE DISCLAIMERS ARE HELD TO BE LEGALLY INVALID. 10. Limitation of Liability. TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF OR RELATED TO THE September

154 Quality Management Installation Guide USE OF OR INABILITY TO USE SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. In no event will Sun's liability to you, whether in contract, tort (including negligence), or otherwise, exceed the amount paid by you for Software under this Agreement. The foregoing limitations will apply even if the above stated warranty fails of its essential purpose. Some states do not allow the exclusion of incidental or consequential damages, so some of the terms above may not be applicable to you. 11. Export Regulations. All Software, documents, technical data, and any other materials delivered under this Agreement are subject to U.S. export control laws and may be subject to export or import regulations in other countries. You agree to comply strictly with these laws and regulations and acknowledge that you have the responsibility to obtain any licenses to export, re-export, or import as may be required after delivery to you. 12. U.S. Government Restricted Rights. If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR through (for Department of Defense (DOD) acquisitions) and with 48 CFR and (for non-dod acquisitions). 13. Governing Law. Any action related to this Agreement will be governed by California law and controlling U.S. federal law. No choice of law rules of any jurisdiction will apply. 14. Severability. If any provision of this Agreement is held to be unenforceable, this Agreement will remain in effect with the provision omitted, unless omission would frustrate the intent of the parties, in which case this Agreement will immediately terminate. 15. Integration. This Agreement, including any terms contained in your Entitlement, is the entire agreement between you and Sun relating to its subject matter. It supersedes all prior or contemporaneous oral or written communications, proposals, representations and warranties and prevails over any conflicting or additional terms of any quote, order, acknowledgment, or other communication between the parties relating to its subject matter during the term of this Agreement. No modification of this Agreement will be binding, unless in writing and signed by an authorized representative of each party. Please contact Sun Microsystems, Inc Network Circle, Santa Clara, California if you have questions. 154 September 2009

155 JavaMail API License JavaMail API License COMMON DEVELOPMENT AND DISTRIBUTION LICENSE (CDDL) Version Definitions Contributor means each individual or entity that creates or contributes to the creation of Modifications Contributor Version means the combination of the Original Software, prior Modifications used by a Contributor (if any), and the Modifications made by that particular Contributor Covered Software means (a) the Original Software, or (b) Modifications, or (c) the combination of files containing Original Software with files containing Modifications, in each case including portions thereof Executable means the Covered Software in any form other than Source Code Initial Developer means the individual or entity that first makes Original Software available under this License Larger Work means a work which combines Covered Software or portions thereof with code not governed by the terms of this License License means this document Licensable means having the right to grant, to the maximum extent possible, whether at the time of the initial grant or subsequently acquired, any and all of the rights conveyed herein Modifications means the Source Code and Executable form of any of the following: A. Any file that results from an addition to, deletion from or modification of the contents of a file containing Original Software or previous Modifications; B. Any new file that contains any part of the Original Software or previous Modification; or C. Any new file that is contributed or otherwise made available under the terms of this License Original Software means the Source Code and Executable form of computer software code that is originally released under this License Patent Claims means any patent claim(s), now owned or hereafter acquired, including without limitation, method, process, and apparatus claims, in any patent Licensable by grantor Source Code means (a) the common form of computer software code in which modifications are made and (b) associated documentation included in or with such code. September

156 Quality Management Installation Guide You (or Your) means an individual or a legal entity exercising rights under, and complying with all of the terms of, this License. For legal entities, You includes any entity which controls, is controlled by, or is under common control with You. For purposes of this definition, control means (a) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (b) ownership of more than fifty percent (50%) of the outstanding shares or beneficial ownership of such entity. 2.License Grants The Initial Developer Grant. Conditioned upon Your compliance with Section 3.1 below and subject to third party intellectual property claims, the Initial Developer hereby grants You a world-wide, royalty-free, non-exclusive license: (a) under intellectual property rights (other than patent or trademark) Licensable by Initial Developer, to use, reproduce, modify, display, perform, sublicense and distribute the Original Software (or portions thereof), with or without Modifications, and/or as part of a Larger Work; and (b) under Patent Claims infringed by the making, using or selling of Original Software, to make, have made, use, practice, sell, and offer for sale, and/or otherwise dispose of the Original Software (or portions thereof); (c) The licenses granted in Sections 2.1(a) and (b) are effective on the date Initial Developer first distributes or otherwise makes the Original Software available to a third party under the terms of this License; (d) Notwithstanding Section 2.1(b) above, no patent license is granted: (1) for code that You delete from the Original Software, or (2) for infringements caused by: (i) the modification of the Original Software, or (ii) the combination of the Original Software with other software or devices Contributor Grant. Conditioned upon Your compliance with Section 3.1 below and subject to third party intellectual property claims, each Contributor hereby grants You a world-wide, royalty-free, non-exclusive license: (a) under intellectual property rights (other than patent or trademark) Licensable by Contributor to use, reproduce, modify, display, perform, sublicense and distribute the Modifications created by such Contributor (or portions thereof), either on an unmodified basis, with other Modifications, as Covered Software and/or as part of a Larger Work; and (b) under Patent Claims infringed by the making, using, or selling of Modifications made by that Contributor either alone and/or in combination with its Contributor Version (or portions of such combination), to make, use, sell, offer for sale, have made, and/or otherwise dispose of: (1) Modifications made by that Contributor (or portions thereof); and (2) the combination of Modifications made by that Contributor with its Contributor Version (or portions of such combination). 156 September 2009

157 JavaMail API License (c) The licenses granted in Sections 2.2(a) and 2.2(b) are effective on the date Contributor first distributes or otherwise makes the Modifications available to a third party. (d) Notwithstanding Section 2.2(b) above, no patent license is granted: (1) for any code that Contributor has deleted from the Contributor Version; (2) for infringements caused by: (i) third party modifications of Contributor Version, or (ii) the combination of Modifications made by that Contributor with other software (except as part of the Contributor Version) or other devices; or (3) under Patent Claims infringed by Covered Software in the absence of Modifications made by that Contributor. 3.Distribution Obligations Availability of Source Code. Any Covered Software that You distribute or otherwise make available in Executable form must also be made available in Source Code form and that Source Code form must be distributed only under the terms of this License. You must include a copy of this License with every copy of the Source Code form of the Covered Software You distribute or otherwise make available. You must inform recipients of any such Covered Software in Executable form as to how they can obtain such Covered Software in Source Code form in a reasonable manner on or through a medium customarily used for software exchange Modifications. The Modifications that You create or to which You contribute are governed by the terms of this License. You represent that You believe Your Modifications are Your original creation(s) and/or You have sufficient rights to grant the rights conveyed by this License Required Notices. You must include a notice in each of Your Modifications that identifies You as the Contributor of the Modification. You may not remove or alter any copyright, patent or trademark notices contained within the Covered Software, or any notices of licensing or any descriptive text giving attribution to any Contributor or the Initial Developer Application of Additional Terms. You may not offer or impose any terms on any Covered Software in Source Code form that alters or restricts the applicable version of this License or the recipients rights hereunder. You may choose to offer, and to charge a fee for, warranty, support, indemnity or liability obligations to one or more recipients of Covered Software. However, you may do so only on Your own behalf, and not on behalf of the Initial Developer or any Contributor. You must make it absolutely clear that any such warranty, support, indemnity or liability obligation is offered by You alone, and You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of warranty, support, indemnity or liability terms You offer Distribution of Executable Versions. You may distribute the Executable form of the Covered Software under the terms of this License or under the terms of a license of Your choice, which may contain terms different from this License, provided that You are in compliance with the terms of this License and that the license for the September

158 Quality Management Installation Guide Executable form does not attempt to limit or alter the recipients rights in the Source Code form from the rights set forth in this License. If You distribute the Covered Software in Executable form under a different license, You must make it absolutely clear that any terms which differ from this License are offered by You alone, not by the Initial Developer or Contributor. You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of any such terms You offer Larger Works. You may create a Larger Work by combining Covered Software with other code not governed by the terms of this License and distribute the Larger Work as a single product. In such a case, You must make sure the requirements of this License are fulfilled for the Covered Software. 4.Versions of the License New Versions. Sun Microsystems, Inc. is the initial license steward and may publish revised and/or new versions of this License from time to time. Each version will be given a distinguishing version number. Except as provided in Section 4.3, no one other than the license steward has the right to modify this License Effect of New Versions. You may always continue to use, distribute or otherwise make the Covered Software available under the terms of the version of the License under which You originally received the Covered Software. If the Initial Developer includes a notice in the Original Software prohibiting it from being distributed or otherwise made available under any subsequent version of the License, You must distribute and make the Covered Software available under the terms of the version of the License under which You originally received the Covered Software. Otherwise, You may also choose to use, distribute or otherwise make the Covered Software available under the terms of any subsequent version of the License published by the license steward Modified Versions. When You are an Initial Developer and You want to create a new license for Your Original Software, You may create and use a modified version of this License if You: (a) rename the license and remove any references to the name of the license steward (except to note that the license differs from this License); and (b) otherwise make it clear that the license contains terms which differ from this License. 5. DISCLAIMER OF WARRANTY. COVERED SOFTWARE IS PROVIDED UNDER THIS LICENSE ON AN AS IS BASIS, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES THAT THE COVERED SOFTWARE IS FREE OF DEFECTS, MERCHANTABLE, FIT FOR A PARTICULAR PURPOSE OR NON-INFRINGING. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE COVERED SOFTWARE IS WITH YOU. SHOULD ANY COVERED SOFTWARE PROVE DEFECTIVE IN ANY RESPECT, YOU (NOT THE INITIAL DEVELOPER OR ANY OTHER CONTRIBUTOR) ASSUME THE COST OF ANY NECESSARY SERVICING, REPAIR OR CORRECTION. THIS 158 September 2009

159 JavaMail API License DISCLAIMER OF WARRANTY CONSTITUTES AN ESSENTIAL PART OF THIS LICENSE. NO USE OF ANY COVERED SOFTWARE IS AUTHORIZED HEREUNDER EXCEPT UNDER THIS DISCLAIMER. 6. TERMINATION This License and the rights granted hereunder will terminate automatically if You fail to comply with terms herein and fail to cure such breach within 30 days of becoming aware of the breach. Provisions which, by their nature, must remain in effect beyond the termination of this License shall survive If You assert a patent infringement claim (excluding declaratory judgment actions) against Initial Developer or a Contributor (the Initial Developer or Contributor against whom You assert such claim is referred to as Participant) alleging that the Participant Software (meaning the Contributor Version where the Participant is a Contributor or the Original Software where the Participant is the Initial Developer) directly or indirectly infringes any patent, then any and all rights granted directly or indirectly to You by such Participant, the Initial Developer (if the Initial Developer is not the Participant) and all Contributors under Sections 2.1 and/or 2.2 of this License shall, upon 60 days notice from Participant terminate prospectively and automatically at the expiration of such 60 day notice period, unless if within such 60 day period You withdraw Your claim with respect to the Participant Software against such Participant either unilaterally or pursuant to a written agreement with Participant In the event of termination under Sections 6.1 or 6.2 above, all end user licenses that have been validly granted by You or any distributor hereunder prior to termination (excluding licenses granted to You by any distributor) shall survive termination. 7. LIMITATION OF LIABILITY. UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY, WHETHER TORT (INCLUDING NEGLIGENCE), CONTRACT, OR OTHERWISE, SHALL YOU, THE INITIAL DEVELOPER, ANY OTHER CONTRIBUTOR, OR ANY DISTRIBUTOR OF COVERED SOFTWARE, OR ANY SUPPLIER OF ANY OF SUCH PARTIES, BE LIABLE TO ANY PERSON FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY CHARACTER INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOST PROFITS, LOSS OF GOODWILL, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, OR ANY AND ALL OTHER COMMERCIAL DAMAGES OR LOSSES, EVEN IF SUCH PARTY SHALL HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO LIABILITY FOR DEATH OR PERSONAL INJURY RESULTING FROM SUCH PARTYS NEGLIGENCE TO THE EXTENT APPLICABLE LAW PROHIBITS SUCH LIMITATION. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THIS EXCLUSION AND LIMITATION MAY NOT APPLY TO YOU. 8. U.S. GOVERNMENT END USERS. September

160 Quality Management Installation Guide The Covered Software is a commercial item, as that term is defined in 48 C.F.R (Oct. 1995), consisting of commercial computer software (as that term is defined at 48 C.F.R (a)(1)) and commercial computer software documentation as such terms are used in 48 C.F.R (Sept. 1995). Consistent with 48 C.F.R and 48 C.F.R through (June 1995), all U.S. Government End Users acquire Covered Software with only those rights set forth herein. This U.S. Government Rights clause is in lieu of, and supersedes, any other FAR, DFAR, or other clause or provision that addresses Government rights in computer software under this License. 9. MISCELLANEOUS. This License represents the complete agreement concerning subject matter hereof. If any provision of this License is held to be unenforceable, such provision shall be reformed only to the extent necessary to make it enforceable. This License shall be governed by the law of the jurisdiction specified in a notice contained within the Original Software (except to the extent applicable law, if any, provides otherwise), excluding such jurisdictions conflict-of-law provisions. Any litigation relating to this License shall be subject to the jurisdiction of the courts located in the jurisdiction and venue specified in a notice contained within the Original Software, with the losing party responsible for costs, including, without limitation, court costs and reasonable attorneys fees and expenses. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. Any law or regulation which provides that the language of a contract shall be construed against the drafter shall not apply to this License. You agree that You alone are responsible for compliance with the United States export administration regulations (and the export control laws and regulation of any other countries) when You use, distribute or otherwise make available any Covered Software. 10. RESPONSIBILITY FOR CLAIMS. As between Initial Developer and the Contributors, each party is responsible for claims and damages arising, directly or indirectly, out of its utilization of rights under this License and You agree to work with Initial Developer and Contributors to distribute such responsibility on an equitable basis. Nothing herein is intended or shall be deemed to constitute any admission of liability. NOTICE PURSUANT TO SECTION 9 OF THE COMMON DEVELOPMENT AND DISTRIBUTION LICENSE (CDDL) The code released under the CDDL shall be governed by the laws of the State of California (excluding conflict-of-law provisions). Any litigation relating to this License shall be subject to the jurisdiction of the Federal Courts of the Northern District of California and the state courts of the State of California, with venue lying in Santa Clara County, California. 160 September 2009

161 JRegistry Key License JRegistry Key License NOTE: In addition to JRegistryKey, the GNU Lesser General Public License that follows is also applicable to the following products. Jcalendar, Jcommon, JFreeChart, JFreeReport, and jtds. See also the section jtds License on page 49 for additional conditions pertaining to jtds. GNU LESSER GENERAL PUBLIC LICENSE Version 2.1, February 1999 Copyright (C) 1991, 1999 Free Software Foundation, Inc. 59 Temple Place, Suite 330, Boston, MA USA Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed. [This is the first released version of the Lesser GPL. It also counts as the successor of the GNU Library Public License, version 2, hence the version number 2.1.] Preamble The licenses for most software are designed to take away your freedom to share and change it. By contrast, the GNU General Public Licenses are intended to guarantee your freedom to share and change free software--to make sure the software is free for all its users. This license, the Lesser General Public License, applies to some specially designated software packages--typically libraries--of the Free Software Foundation and other authors who decide to use it. You can use it too, but we suggest you first think carefully about whether this license or the ordinary General Public License is the better strategy to use in any particular case, based on the explanations below. When we speak of free software, we are referring to freedom of use, not price. Our General Public Licenses are designed to make sure that you have the freedom to distribute copies of free software (and charge for this service if you wish); that you receive source code or can get it if you want it; that you can change the software and use pieces of it in new free programs; and that you are informed that you can do these things. To protect your rights, we need to make restrictions that forbid distributors to deny you these rights or to ask you to surrender these rights. These restrictions translate to certain responsibilities for you if you distribute copies of the library or if you modify it. September

162 Quality Management Installation Guide For example, if you distribute copies of the library, whether gratis or for a fee, you must give the recipients all the rights that we gave you. You must make sure that they, too, receive or can get the source code. If you link other code with the library, you must provide complete object files to the recipients, so that they can relink them with the library after making changes to the library and recompiling it. And you must show them these terms so they know their rights. We protect your rights with a two-step method: (1) we copyright the library, and (2) we offer you this license, which gives you legal permission to copy, distribute and/or modify the library. To protect each distributor, we want to make it very clear that there is no warranty for the free library. Also, if the library is modified by someone else and passed on, the recipients should know that what they have is not the original version, so that the original author's reputation will not be affected by problems that might be introduced by others. Finally, software patents pose a constant threat to the existence of any free program. We wish to make sure that a company cannot effectively restrict the users of a free program by obtaining a restrictive license from a patent holder. Therefore, we insist that any patent license obtained for a version of the library must be consistent with the full freedom of use specified in this license. Most GNU software, including some libraries, is covered by the ordinary GNU General Public License. This license, the GNU Lesser General Public License, applies to certain designated libraries, and is quite different from the ordinary General Public License. We use this license for certain libraries in order to permit linking those libraries into non-free programs. When a program is linked with a library, whether statically or using a shared library, the combination of the two is legally speaking a combined work, a derivative of the original library. The ordinary General Public License therefore permits such linking only if the entire combination fits its criteria of freedom. The Lesser General Public License permits more lax criteria for linking other code with the library. We call this license the "Lesser" General Public License because it does Less to protect the user's freedom than the ordinary General Public License. It also provides other free software developers Less of an advantage over competing non-free programs. These disadvantages are the reason we use the ordinary General Public License for many libraries. However, the Lesser license provides advantages in certain special circumstances. For example, on rare occasions, there may be a special need to encourage the widest possible use of a certain library, so that it becomes a de-facto standard. To achieve this, non-free programs must be allowed to use the library. A more frequent case is that a free library does the same job as widely used non-free libraries. In this case, 162 September 2009

163 JRegistry Key License there is little to gain by limiting the free library to free software only, so we use the Lesser General Public License. In other cases, permission to use a particular library in non-free programs enables a greater number of people to use a large body of free software. For example, permission to use the GNU C Library in non-free programs enables many more people to use the whole GNU operating system, as well as its variant, the GNU/Linux operating system. Although the Lesser General Public License is Less protective of the users' freedom, it does ensure that the user of a program that is linked with the Library has the freedom and the wherewithal to run that program using a modified version of the Library. The precise terms and conditions for copying, distribution and modification follow. Pay close attention to the difference between a "work based on the library" and a "work that uses the library". The former contains code derived from the library, whereas the latter must be combined with the library in order to run. GNU LESSER GENERAL PUBLIC LICENSE TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION 0. This License Agreement applies to any software library or other program which contains a notice placed by the copyright holder or other authorized party saying it may be distributed under the terms of this Lesser General Public License (also called this License ). Each licensee is addressed as "you". A "library" means a collection of software functions and/or data prepared so as to be conveniently linked with application programs (which use some of those functions and data) to form executables. The Library, below, refers to any such software library or work which has been distributed under these terms. A work based on the Library means either the Library or any derivative work under copyright law: that is to say, a work containing the Library or a portion of it, either verbatim or with modifications and/or translated straightforwardly into another language. (Hereinafter, translation is included without limitation in the term modification.) "Source code" for a work means the preferred form of the work for making modifications to it. For a library, complete source code means all the source code for all modules it contains, plus any associated interface definition files, plus the scripts used to control compilation and installation of the library. Activities other than copying, distribution and modification are not covered by this License; they are outside its scope. The act of running a program using the Library is not restricted, and output from such a program is covered only if its contents constitute a work based on the Library (independent of the use of the Library in a tool September

164 Quality Management Installation Guide for writing it). Whether that is true depends on what the Library does and what the program that uses the Library does. 1. You may copy and distribute verbatim copies of the Library's complete source code as you receive it, in any medium, provided that you conspicuously and appropriately publish on each copy an appropriate copyright notice and disclaimer of warranty; keep intact all the notices that refer to this License and to the absence of any warranty; and distribute a copy of this License along with the Library. You may charge a fee for the physical act of transferring a copy, and you may at your option offer warranty protection in exchange for a fee. 2. You may modify your copy or copies of the Library or any portion of it, thus forming a work based on the Library, and copy and distribute such modifications or work under the terms of Section 1 above, provided that you also meet all of these conditions: a) The modified work must itself be a software library. b) You must cause the files modified to carry prominent notices stating that you changed the files and the date of any change. c) You must cause the whole of the work to be licensed at no charge to all third parties under the terms of this License. d) If a facility in the modified Library refers to a function or a table of data to be supplied by an application program that uses the facility, other than as an argument passed when the facility is invoked, then you must make a good faith effort to ensure that, in the event an application does not supply such function or table, the facility still operates, and performs whatever part of its purpose remains meaningful. (For example, a function in a library to compute square roots has a purpose that is entirely well-defined independent of the application. Therefore, Subsection 2d requires that any application-supplied function or table used by this function must be optional: if the application does not supply it, the square root function must still compute square roots.) These requirements apply to the modified work as a whole. If identifiable sections of that work are not derived from the Library, and can be reasonably considered independent and separate works in themselves, then this License, and its terms, do not apply to those sections when you distribute them as separate works. But when you distribute the same sections as part of a whole which is a work based on the Library, the distribution of the whole must be on the terms of this License, whose permissions for other licensees extend to the entire whole, and thus to each and every part regardless of who wrote it. Thus, it is not the intent of this section to claim rights or contest your rights to work written entirely by you; rather, the intent is to exercise the right to control the distribution of derivative or collective works based on the Library. 164 September 2009

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171 jtds License jtds License jtds is Free Software. jtds is made available under the terms of the GNU Lesser General Public License. The LGPL is sufficiently flexible to allow the use of jtds in both open source and commercial projects. Using jtds is considered to be dynamic linking; hence our interpretation of the LGPL is that the use of the unmodified jtds source or binary does not affect the license of your application code. If you modify jtds and redistribute your modifications, the LGPL applies, basically meaning that you'll have to make the modified version publicly available under the LGPL license too. This ensures that all users of the software have access to all future improvements. jtds was initially based on software released under a BSD license by CDS Networks, Inc. and/or Craig Spannring, the author of the original FreeTDS JDBC driver from which jtds is derived. Between releases and 0.9 jtds was completely rewritten so the original BSD license no longer applies. September

172 Quality Management Installation Guide Libcurl License COPYRIGHT AND PERMISSION NOTICE Copyright (c) , Daniel Stenberg, All rights reserved Permission to use, copy, modify, and distribute this software for any purpose with or without fee is hereby granted, provided that the above copyright notice and this permission notice appear in all copies. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD PARTY RIGHTS. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. Except as contained in this notice, the name of a copyright holder shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization of the copyright holder. 172 September 2009

173 OmniORB License OmniORB License GNU LESSER GENERAL PUBLIC LICENSE Version 3, 29 June 2007 Copyright (C) 2007 Free Software Foundation, Inc. < Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed. This version of the GNU Lesser General Public License incorporates the terms and conditions of version 3 of the GNU General Public License, supplemented by the additional permissions listed below. 0. Additional Definitions. As used herein, this License refers to version 3 of the GNU Lesser General Public License, and the GNU GPL refers to version 3 of the GNU General Public License. The Library refers to a covered work governed by this License, other than an Application or a Combined Work as defined below. An Application is any work that makes use of an interface provided by the Library, but which is not otherwise based on the Library. Defining a subclass of a class defined by the Library is deemed a mode of using an interface provided by the Library. A Combined Work is a work produced by combining or linking an Application with the Library. The particular version of the Library with which the Combined Work was made is also called the Linked Version. The Minimal Corresponding Source for a Combined Work means the Corresponding Source for the Combined Work, excluding any source code for portions of the Combined Work that, considered in isolation, are based on the Application, and not on the Linked Version. The Corresponding Application Code for a Combined Work means the object code and/or source code for the Application, including any data and utility programs needed for reproducing the Combined Work from the Application, but excluding the System Libraries of the Combined Work. 1. Exception to Section 3 of the GNU GPL. You may convey a covered work under sections 3 and 4 of this License without being bound by section 3 of the GNU GPL. 2. Conveying Modified Versions. September

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175 OmniORB License Version to produce a modified Combined Work, in the manner specified by section 6 of the GNU GPL for conveying Corresponding Source. 1) Use a suitable shared library mechanism for linking with the Library. A suitable mechanism is one that (a) uses at run time a copy of the Library already present on the user's computer system, and (b) will operate properly with a modified version of the Library that is interface-compatible with the Linked Version. e) Provide Installation Information, but only if you would otherwise be required to provide such information under section 6 of the GNU GPL, and only to the extent that such information is necessary to install and execute a modified version of the Combined Work produced by recombining or relinking the Application with a modified version of the Linked Version. (If you use option 4d0, the Installation Information must accompany the Minimal Corresponding Source and Corresponding Application Code. If you use option 4d1, you must provide the Installation Information in the manner specified by section 6 of the GNU GPL for conveying Corresponding Source.) 5. Combined Libraries. You may place library facilities that are a work based on the Library side by side in a single library together with other library facilities that are not Applications and are not covered by this License, and convey such a combined library under terms of your choice, if you do both of the following: a) Accompany the combined library with a copy of the same work based on the Library, uncombined with any other library facilities, conveyed under the terms of this License. b) Give prominent notice with the combined library that part of it is a work based on the Library, and explaining where to find the accompanying uncombined form of the same work. 6. Revised Versions of the GNU Lesser General Public License. The Free Software Foundation may publish revised and/or new versions of the GNU Lesser General Public License from time to time. Such new versions will be similar in spirit to the present version, but may differ in detail to address new problems or concerns. Each version is given a distinguishing version number. If the Library as you received it specifies that a certain numbered version of the GNU Lesser General Public License or any later version applies to it, you have the option of following the terms and conditions either of that published version or of any later version published by the Free Software Foundation. If the Library as you received it does not specify a version number of the GNU Lesser General Public License, you may choose any version of the GNU Lesser General Public License ever published by the Free Software Foundation. If the Library as you received it specifies that a proxy can decide whether future versions of the GNU Lesser General Public License shall apply, that proxy's public September

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177 Open LDAP License Open LDAP License The OpenLDAP Public License Version 2.8, 17 August 2003 Redistribution and use of this software and associated documentation ("Software"), with or without modification, are permitted provided that the following conditions are met: 1.Redistributions in source form must retain copyright statements and notices, 2.Redistributions in binary form must reproduce applicable copyright statements and notices, this list of conditions, and the following disclaimer in the documentation and/or other materials provided with the distribution, and 3.Redistributions must contain a verbatim copy of this document. The OpenLDAP Foundation may revise this license from time to time. Each revision is distinguished by a version number. You may use this Software under terms of this license revision or under the terms of any subsequent revision of the license. THIS SOFTWARE IS PROVIDED BY THE OPENLDAP FOUNDATION AND ITS CONTRIBUTORS ``AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OPENLDAP FOUNDATION, ITS CONTRIBUTORS, OR THE AUTHOR(S) OR OWNER(S) OF THE SOFTWARE BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. The names of the authors and copyright holders must not be used in advertising or otherwise to promote the sale, use or other dealing in this Software without specific, written prior permission. Title to copyright in this Software shall at all times remain with copyright holders. OpenLDAP is a registered trademark of the OpenLDAP Foundation. Copyright The OpenLDAP Foundation, Redwood City, California, USA. All Rights Reserved. Permission to copy and distribute verbatim copies of this document is granted. September

178 Quality Management Installation Guide OpenSSL License LICENSE ISSUES The OpenSSL toolkit stays under a dual license, i.e. both the conditions of the OpenSSL License and the original SSLeay license apply to the toolkit. See below for the actual license texts. Actually both licenses are BSD-style Open Source licenses. In case of any license issues related to OpenSSL please contact [email protected]. OpenSSL License Copyright (c) The OpenSSL Project. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. 2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. 3. All advertising materials mentioning features or use of this software must display the following acknowledgment: This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. ( 4. The names OpenSSL Toolkit and OpenSSL Project must not be used to endorse or promote products derived from this software without prior written permission. For written permission, please contact [email protected]. 5. Products derived from this software may not be called OpenSSL nor may OpenSSL appear in their names without prior written permission of the OpenSSL Project. 6. Redistributions of any form whatsoever must retain the following acknowledgment: This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. ( THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT ``AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PROJECT OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, 178 September 2009

179 OpenSSL License EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. This product includes cryptographic software written by Eric Young This product includes software written by Tim Hudson Original SSLeay License * Copyright (C) Eric Young ([email protected]) All rights reserved. This package is an SSL implementation written by Eric Young ([email protected]). The implementation was written so as to conform with Netscapes SSL. This library is free for commercial and non-commercial use as long as the following conditions are adhered to. The following conditions apply to all code found in this distribution, be it the RC4, RSA, lhash, DES, etc., code; not just the SSL code. The SSL documentation included with this distribution is covered by the same copyright terms except that the holder is Tim Hudson ([email protected]). Copyright remains Eric Young's, and as such any Copyright notices in the code are not to be removed. If this package is used in a product, Eric Young should be given attribution as the author of the parts of the library used. This can be in the form of a textual message at program startup or in documentation (online or textual) provided with the package. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the copyright notice, this list of conditions and the following disclaimer. 2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. 3. All advertising materials mentioning features or use of this software must display the following acknowledgement: This product includes cryptographic software written by Eric Young ([email protected]) The word 'cryptographic' can be left out if the routines from the library being used are not cryptographic related :-). 4. If you include any Windows specific code (or a derivative thereof) from the apps directory (application code) you must include an acknowledgement: This product includes software written by Tim Hudson ([email protected]) September

180 Quality Management Installation Guide THIS SOFTWARE IS PROVIDED BY ERIC YOUNG AS IS AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. The license and distribution terms for any publicly available version or derivative of this code cannot be changed. i.e. this code cannot simply be copied and put under another distribution license [including the GNU Public License]. 180 September 2009

181 Pentaho Reporting License Pentaho Reporting License Terms of Use COPYRIGHT NOTICE. Copyright 2007 Pentaho Corporation ( Pentaho ). All rights reserved. PATENT NOTICE. Patents pending. COMPANY REGISTRATION. Pentaho is registered as a Corporation in the State of Delaware. REGISTERED ADDRESS. Pentaho Corporation, 2544 Gatlin Avenue, Orlando, FL U.S.A. TERMS AND CONDITIONS OF USE IN THESE TERMS AND CONDITIONS, "WE," "US," "ITS" AND "OUR" REFER TO PENTAHO CORPORATION ("Pentaho"), AND "YOU" AND "YOUR" REFER TO YOU. Before using web sites operated by Pentaho, please read this agreement relating to your use of this website carefully. 1. ACCEPTANCE OF TERMS By using this web site and/or other web sites operated by Pentaho ("Pentaho Web Sites"), you agree to be bound by these terms and conditions of use ("Terms"). If you do not agree to these Terms, please do not use Pentaho Web Sites. Pentaho provides the information and services on Pentaho Web Sites to you, the user, conditioned upon your acceptance, without modification, of the Terms contained herein. Your use of Pentaho Web Sites constitutes your agreement with such Terms. We reserve the right, at our discretion, to change, modify, add or remove portions of these Terms periodically. Such modifications shall be effective immediately upon posting of the modified Terms to Pentaho Web Sites. Your continued use of the Pentaho Web Sites website following the posting of changes to these Terms will mean that you accept those changes. In addition, each user's use of a particular service provided on Pentaho Web Sites ("Service") may be subject to specific guidelines or rules ("Service-specific Rules") posted from time to time and incorporated by this reference into the Terms. Use of Pentaho Web Sites and/or its Services constitutes full acceptance of and agreement to the Terms; if a user does not accept our Terms, he or she is not granted rights to use Pentaho Web Sites or any of its Services, as defined herein, and should refrain from accessing Pentaho Web Sites and its Services. To update the Terms, we will both post the changed version and its effective date on our main web site at If we change any Service-specific Rules, we will post the changed version on the location where those Service-specific Rules normally appear, reference the change on the primary page for that Service. Pentaho reserves the right at any time and from time to time to modify or discontinue, temporarily or permanently, Pentaho Web Sites or any Service thereon (or any part thereof). Pentaho shall not be liable to any user or other third party for any such modification, suspension or discontinuance except as expressly provided herein. September

182 Quality Management Installation Guide 2. NO UNLAWFUL OR PROHIBITED USE By using Pentaho Web Sites, you warrant to Pentaho that you will not use Pentaho Web Sites, or any of the content obtained from Pentaho Web Sites, for any purpose that is unlawful or prohibited by these Terms. If you violate any of these Terms, your permission to use the Pentaho Web Sites automatically terminates. 3. DESCRIPTION OF SERVICE Pentaho Web Sites are owned and operated by Pentaho for the purpose of fostering software development and content creation under Open-Source Initiative ( OSI )-approved licenses or other arrangements relating to software and or content development that may be approved by Pentaho (the Purpose ). Pentaho currently offers users access to a rich collection of on-line resources for Open Source software development and content creation on Pentaho Web Sites, including various communications tools, issue tracking, product roadmaps, project tracking, online forums, personalized content, and branded programming (collectively, the Services ). To use these Pentaho Web Sites Services, each user must independently obtain access to the World Wide Web, either directly or through devices that access Web-based content, and pay any and all service fees or equipment costs associated with such access. 4. REGISTRATION OBLIGATIONS Pentaho requires registration for certain Services, including the ability to post on online forums. Where registration is required, each user must: (a) provide true, accurate, current and complete information on the Service's registration forms (collectively, the "Registration Data") and (b) maintain and promptly update the Registration Data as necessary. If, after investigation, we have reasonable grounds to suspect that any user's information is untrue, inaccurate, not current or incomplete, we may suspend or terminate that user's account and prohibit any and all current or future use of the Services (or any portion thereof) by that user other than as expressly provided herein. Each user will receive a password and account designation upon completing the registration process and is wholly responsible for maintaining the confidentiality thereof and wholly liable for all activities occurring thereunder. Pentaho cannot and will not be liable for any loss or damage arising from a user's failure to comply with this Section, including any loss or damage arising from any user's failure to (a) immediately notify Pentaho of any unauthorized use of his or her password or account or any other breach of security and (b) ensure that he or she exits from his or her account at the end of each session. Pentaho Web Sites handles user Registration Data in accordance with the Pentaho Web Sites Privacy Statement accessible on our main web site at 5. CONTENT 182 September 2009

183 Pentaho Reporting License All information, data, text, software, music, sound, photographs, graphics, video, messages or any other materials whatsoever ( collectively, "Content"), whether publicly posted on or privately transmitted via Pentaho Web Sites, are the sole responsibility of the person from which such Content originated. This means that the user, and not Pentaho, is entirely responsible for all Content that he or she uploads, posts, s or otherwise transmits via Pentaho Web Sites or any Service. No user shall transmit Content or otherwise conduct or participate in any activities on Pentaho Web Sites and/or any Service which, in the judgment of Pentaho, is likely to be prohibited by law in any applicable jurisdiction, including laws governing the encryption of software, the export of technology, the transmission of obscenity or the permissible uses of intellectual property. Pentaho will not pre-screen or review Content, but Pentaho reserves the right to refuse or delete any Content of which it becomes aware that it reasonably deems not to fulfill the Purpose. In addition, Pentaho shall have the right (but not the obligation) in its sole discretion to refuse or delete any content that it reasonably considers to violate the Terms or be otherwise illegal. Pentaho, in its sole and absolute discretion, may preserve Content and may also disclose Content if required to do so by law or judicial or governmental mandate or as reasonably determined useful by us to protect the rights, property or personal safety of Pentaho, Pentaho Web Sites users and the public. Pentaho does not control the Content posted via the Service and, as such, does not guarantee the accuracy, integrity or quality of such Content. Under no circumstances will Pentaho be liable in any way for any Content, including, but not limited to, liability for any errors or omissions in any Content or for any loss or damage of any kind incurred as a result of the use of any Content posted, ed or otherwise transmitted via Pentaho Web Sites or any Service thereon. Each user, by using Pentaho Web Sites or any Service, may be exposed to Content that is offensive, indecent or objectionable. Each user must evaluate, and bear all risks associated with, the use of any Content, including any reliance on the accuracy, completeness, or usefulness of such Content. 6. LICENSING AND OTHER TERMS APPLYING TO CODE AND OTHER CONTENT POSTED ON PENTAHO WEB SITE Use, reproduction, modification, and other intellectual property rights to data posted by any user on Pentaho Web Sites ( Source Code ) shall be subject to the OSI-approved license applicable to such Source Code, if any, or to such other licensing arrangements that may be approved by Pentaho as applicable to such Source Code. 7. NO RESALE OF SERVICE You agree not to sell, resell or offer for any commercial purposes, any portion of the Services, use of the Services or access to the Services. 8. GENERAL PRACTICES REGARDING USE AND STORAGE September

184 Quality Management Installation Guide Pentaho may establish general practices and limits concerning use of Pentaho Web Sites Services, as defined by posted Service-specific Rules. While Pentaho will use reasonable efforts to back up site data and make such data available in the event of loss or deletion, Pentaho has no responsibility or liability for the deletion or failure to store any messages and other communications or other Content maintained or transmitted by any Service. Pentaho reserves the right to change these general Pentaho Web Sites practices and Service-specific Rules at any time, in its sole discretion, with notice to users and the public as described in Section 1 above. 9. TERMINATION We may terminate a Pentaho Web Sites user's account in our absolute discretion and for any reason. We are especially likely to terminate for reasons that include, but are not limited to, the following: 1.) violation of these Terms; 2.) abuse of site resources or attempt to gain unauthorized entry to the site or site resources; 3.) use of Pentaho Web Sites or any Pentaho Web Sites Service in a manner inconsistent with the Purpose; 4.) a user's request for such termination; and 5.) requirement of applicable law, regulation, court or governing agency order. Our termination of any user's access to Pentaho Web Sites or any Service hereunder may be effected without notice and, on such termination, we may immediately deactivate or delete user's account and/or bar any further access to Pentaho Web Sites, Services, and Content. Pentaho shall not be liable to any Pentaho Web Sites user or other third party for any termination of that user's Pentaho Web Sites access or account hereunder. 10. LINKS Pentaho, any Service or a third party may provide links to other web sites. Pentaho exercises no control whatsoever over such other non-pentaho websites and web-based resources and is not responsible or liable for the availability thereof or the content, advertising, products or other materials thereon. Pentaho shall not be responsible or liable, directly or indirectly, for any damage or loss incurred or suffered by any user in connection therewith. Your access and use of web sites linked to Pentaho Web Sites, including information, material, products and services therein, is solely at your own risk. Pentaho Web Sites's privacy statement is applicable only when you are on Pentaho Web Sites. Once you choose to link to another website, you should read that website's privacy statement before disclosing any personal information. 11. INDEMNITY Each user shall indemnify, defend and hold harmless Pentaho, its affiliates and their respective officers, employees and agents, and each of Pentaho's Web Site partners from any and all claims, demands, damages, costs and liabilities, including reasonable attorneys' fees, made by any third party due to or arising out of that user's 184 September 2009

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186 Quality Management Installation Guide DELETION, DEFECT, DELAY IN OPERATION OR TRANSMISSION, COMPUTER VIRUS, COMMUNICATION LINE FAILURE, THEFT OR DESTRUCTION OR UNAUTHORIZED ACCESS TO, ALTERATION OF OR USE OF ANY ASSET, WHETHER ARISING OUT OF BREACH OF CONTRACT, TORTIOUS BEHAVIOUR, NEGLIGENCE OR ANY OTHER COURSE OF ACTION BY PENTAHO. 13. LIMITATION OF LIABILITY IN NO EVENT SHALL PENTAHO, OUR SUBSIDIARIES, OFFICERS, DIRECTORS, EMPLOYEES OR OUR SUPPLIERS BE LIABLE FOR LOST PROFITS OR ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH PENTAHO WEB SITES, OUR SERVICES OR THIS AGREEMENT (HOWEVER ARISING, INCLUDING NEGLIGENCE). OUR LIABILITY, AND THE LIABILITY OF OUR SUBSIDIARIES, OFFICERS, DIRECTORS, EMPLOYEES, AND SUPPLIERS, TO YOU OR ANY THIRD PARTIES IN ANY CIRCUMSTANCE IS LIMITED TO $1000. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. 14. RELEASE In the event that you have a dispute with one or more Pentaho Web Sites users, you release Pentaho (and our officers, directors, agents, subsidiaries, joint ventures and employees) from claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such disputes. If you are a California resident, you waive California Civil Code 1542, which says: "A general release does not extend to claims which the creditor does not know or suspect to exist in his favor at the time of executing the release, which if known by him must have materially affected his settlement with the debtor." 15. FRAUD Without limiting any other remedies, Pentaho may suspend or terminate your Pentaho Web Sites account if we suspect that you have engaged in fraudulent activity in connection with Pentaho Web Sites or any Pentaho Web Sites Service. 16. LEGAL COMPLIANCE You shall comply with all applicable domestic and international laws, statutes, ordinances and regulations regarding your use of Pentaho Web Sites and all of its Services. 17. NO AGENCY You and Pentaho are independent contractors, and no agency, partnership, joint venture, employee-employer or franchiser-franchisee relationship is intended or created by these Terms. 186 September 2009

187 Pentaho Reporting License 18. TRADEMARK INFORMATION Pentaho, the Pentaho logo device, The Pentaho BI Project, The Pentaho BI Platform, and/or other Pentaho products referenced herein are either registered trademarks or trademarks of Pentaho in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Java and all Java-based marks are trademarks or registered trademarks of Sun Microsystems, Inc. in the U.S. and other countries. 19. COPYRIGHTS Pentaho requires that the people who use the Pentaho Web Sites respect the intellectual property rights of others. If you believe that your work has been copied and is accessible on this site in a way that constitutes copyright infringement, you may notify us by providing the following information in writing: the electronic or physical signature of the owner of the copyright or the person authorized to act on the owner's behalf; identification of the copyrighted work that you claim has been infringed; identification of the material that is claimed to be infringing and information reasonably sufficient to permit Pentaho to locate the material; your name, address, telephone number, and address; a statement by you that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law; a statement, made under penalty of perjury, that the above information in your Notice is accurate and that you are the copyright owner or are authorized to act on the copyright owner's behalf. If Pentaho receives such a claim, Pentaho reserves the right to refuse or delete Content as described under Section 5 hereto, or to terminate a user's account in accordance with Section 9. Our designated agent to receive notification of claimed infringement under the Digital Millennium Copyright Act OF 1998 ( DMCA ) is James Dixon, Pentaho, 5950 Hazeltine National Drive, Orlando, FL 32822, [email protected] After receiving a claim of infringement, Pentaho will process and investigate notices of alleged infringement and will take appropriate actions under the DMCA and other applicable intellectual property laws. Upon receipt of notices complying or substantially complying with the DMCA, Pentaho will act expeditiously to remove or disable access to any material claimed to be infringing or claimed to be the subject of infringing activity, and will act expeditiously to remove or disable access to any reference or link to material or activity that is claimed to be infringing. Pentaho will take reasonable steps promptly to notify the subscriber that it has removed or disabled access to such material. Upon receipt of a proper counter notification under the DMCA, Pentaho will promptly provide the person who provided the initial notification of claimed infringement with a copy of the counter notification and inform that person that it will replace the removed material or cease disabling access to it in ten business days. Additionally, Pentaho will replace the removed material and cease disabling access to it not less than 10, nor more than 14 business days following receipt of the counter notice, unless Pentaho's designated agent first receives notice from the person who submitted the initial notification that such person has filed an action seeking a court order to restrain the September

188 Quality Management Installation Guide subscriber from engaging in infringing activity relating to the material on the Pentaho Web Sites system or network. You may provide us with a Counter Notification by providing our copyright agent the following information in writing: your physical or electronic signature; identification of the material that has been removed or to which access has been disabled and the location at which the material appeared before it was removed or access to it was disabled; a statement under penalty of perjury that you have a good faith belief that the material was removed or disabled as a result of mistake or misidentification of the material to be removed or disabled; your name, address, and telephone number, and a statement that you consent to the jurisdiction of Federal District Court for the judicial district in which your address is located, or if your address is outside of the United States, for any judicial district in which Pentaho may be found and that you will accept service of process from the person who provided the initial notification of infringement. 20. RESOLUTION OF DISPUTES In the event a dispute arises between you and Pentaho, our goal is to provide you with a neutral and cost effective means of resolving the dispute quickly. Accordingly, you and Pentaho agree that any claim or controversy at law or equity that arises out of this Agreement or our services ("Claims") shall be resolved in accordance with one of the subsections below or as otherwise mutually agreed upon in writing by the parties. Amicable resolution. Before resorting to the other alternatives below, we strongly encourage you to first contact us directly to seek an amicable resolution through dialog. Alternative Dispute Resolution. Alternatively, Pentaho will consider reasonable requests to resolve the dispute through alternative dispute resolution procedures, such as mediation, as an alternative to litigation. Binding Arbitration. For any Claim (excluding Claims for injunctive or other equitable relief) where the total amount of the award sought is less than $10,000, you or Pentaho may elect to resolve the dispute through binding arbitration conducted by telephone, on-line and/or based solely upon written submissions where no in-person appearance is required. If in-person appearance is required, it shall be held in Orange County, Florida or another location mutually agreed upon by the parties. In all such cases, the arbitration shall be administered by the American Arbitration Association or JAMS in accordance with their applicable rules, or any other established ADR provider mutually agreed upon by the parties. Any judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof. Court. Alternatively, any Claim may be adjudicated by a court of competent jurisdiction located in Orange County, Florida or where the defendant is located (in our case Orlando, Florida, and in your case your home address or principal place of business). You and Pentaho agree to submit to the personal jurisdiction of the courts located within the county of Orange County, Florida. All Claims (excluding requests for injunctive or equitable relief) between the parties must be resolved using the dispute resolution mechanism that is selected in accordance with this Section by the first party to file a Claim. Should either party file an action contrary to this Section, the 188 September 2009

189 Pentaho Reporting License other party may recover attorneys' fees and costs up to $1000, provided that the party seeking the award has notified the other party in writing of the improperly filed Claim, and the other party has failed to withdraw the Claim. 21. GENERAL INFORMATION The Terms constitute the entire agreement between each user and Pentaho and govern each user's use of the Service, superseding any prior agreements. Each user may be subject to additional terms and conditions that may apply when that user uses affiliate services, third party content or third party software. The Terms and the relationship between each user and Pentaho shall be governed by the laws of the State of Florida without regard to its conflict of law provisions and each party shall submit to the personal and exclusive jurisdiction of the courts located within the county of Orange, Florida. If any provision of the Terms is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties' intentions as reflected in the provision, and the other provisions of the Terms remain in full force and effect. 22. VIOLATIONS OF TERMS Please report any violations of the Terms to Pentaho at [email protected] 23. ADDITIONAL TERMS The following policies are incorporated into these Terms by reference and provide additional terms and conditions related to specific services offered on Pentaho Web Sites: Privacy Statement Contributor Agreement Pentaho Trademark Standards for Use Each of these policies may be changed from time to time and are effective immediately after we post the changes on Pentaho Web Sites, except for the Privacy Statement for which we will provide you with fifteen (15) days prior notice. In addition, when using particular services on Pentaho Web Sites, you agree that you are subject to any posted policies or rules applicable to services you use through Pentaho Web Sites, which may be posted from time to time. All such posted policies or rules are hereby incorporated by reference into these Terms. September

190 Quality Management Installation Guide Sleepycat License Copyright (c) Sleepycat Software. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Redistributions in any form must be accompanied by information on how to obtain complete source code for the DB software and any accompanying software that uses the DB software. The source code must either be included in the distribution or be available for no more than the cost of distribution plus a nominal fee, and must be freely redistributable under reasonable conditions. For an executable file, complete source code means the source code for all modules it contains. It does not include source code for modules or files that typically accompany the major components of the operating system on which the executable file runs. THIS SOFTWARE IS PROVIDED BY SLEEPYCAT SOFTWARE AS IS AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, ARE DISCLAIMED. IN NO EVENT SHALL SLEEPYCAT SOFTWARE BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE Copyright (c) 1990, 1993, 1994, 1995 The Regents of the University of California. All rights reserved. 190 September 2009

191 Sleepycat License Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the University nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE REGENTS AND CONTRIBUTORS AS IS AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE REGENTS OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE Copyright (c) 1995, 1996 The President and Fellows of Harvard University. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the University nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY HARVARD AND ITS CONTRIBUTORS AS IS AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL HARVARD OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS September

192 Quality Management Installation Guide OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. 192 September 2009

193 SPEEX License SPEEX License , Jean-Marc Valin/Xiph.Org Foundation Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the Xiph.org Foundation nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. This software is provided by the copyright holders and contributors as is and any express or implied warranties, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose are disclaimed. In no event shall the foundation or contributors be liable for any direct, indirect, incidental, special, exemplary, or consequential damages (including, but not limited to, procurement of substitute goods or services; loss of use, data, or profits; or business interruption) however caused and on any theory of liability, whether in contract, strict liability, or tort (including negligence or otherwise) arising in any way out of the use of this software, even if advised of the possibility of such damage. September

194 Quality Management Installation Guide Xerces XML Parser License Apache License Version 2.0, January TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. License shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. Licensor shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. Legal Entity shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, control means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. You (or Your ) shall mean an individual or Legal Entity exercising permissions granted by this License. Source form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. Object form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. Work shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). Derivative Works shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. Contribution shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, submitted means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as Not a Contribution. Contributor shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to 194 September 2009

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198 Quality Management Installation Guide 198 September 2009

199 Index Active Directory domain adding 53 Automated package distribution tools 103 Backup and Restore (BARS) utility 127 backing up LDAP and QM databases 128 command line syntax 128 restoring LDAP and QM databases 129 CDR information formats 74 Cisco Unified CM Clusters window 44 Databases backing up 128 restoring 129 DB Proxy service 10 DBCleaner service 10 Elevated privileges 101 Enterprise Settings window adding Active Directory domain 48 adding an Active Directory domain 53 External API 11 Installation A B C D E I order 29 Installing Microsoft SQL Server Installing QM desktop applications 101 enabling elevated privileges 101 procedure 102 using automated package distribution tools 103 Installing QM services prerequisites 30 procedure 36 M Microsoft SQL Server 2005 installation 30 Monitoring and Notification window 61 N Named pipes 99 Notification trigger reports 74 Notification triggers 68 NT authentication 96 Pushing desktop installations 103 QM Administrator about 10 QM components 10 CTI service 10 DB Proxy service 10 DBCleaner service 10 QM Administrator 10 QM Desktop 10 QM Desktop Recording service 10 P Q September

200 Quality Management Installation Guide QM Configuration Setup 38 entering data in Update Mode 77 tools 85 Unified CM Clusters window 44 QM CTI service 10 QM Desktop about 10 QM Desktop Recording service about 10 QM installation order 9 QM Recording API 11 QM Server API 12 Removing QM applications and services 107 Reports, notification trigger 74 Setting up named pipes 99 Setting up NT authentication 96 Site configuration Monitoring and Notification window 61 Upgrade order 90 R S U 200 September 2009