Cisco Unified Workforce Optimization

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1 Cisco Unified Workforce Optimization Desktop Requirements Guide Version 10.5 First Published: June 18, 2014 Last Updated: March 6, 2015

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, EPRESS 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 UNI 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, EPRESSED 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. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned 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. (1110R) Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Desktop Requirements Guide Cisco Systems, Inc. All rights reserved.

3 Contents Introduction 5 What's New in this Version (1) (1) SR1 5 Software Compatibility Matrices 7 Call Recording and Quality Management 7 Workforce Management 9 Desktop Hardware Requirements 11 Call Recording and Quality Management Desktop Requirements 13 Operating System 13 Windows Aero Theme 13 Desktop Client Software 14 Web Browser 14 Internet Explorer and Windows Required Web Browser Options 16 GPO for PCI Compliance 16 GPO for Active Add-ons 17 Supported Third-Party Software 18 Screen Recording for Citrix or Windows Terminal Services 18 Citrix Requirements 19 WFM Desktop Requirements 21 Operating System 21 Desktop Client Software 21 Web Browser 21 Internet Explorer and Windows

4 Required Internet Explorer Options 22 Supported Third-Party Software 23 4

5 Introduction This document describes the required desktop hardware and software for the Cisco Unified Workforce Optimization and includes requirements for the following products: Cisco Unified Workforce Optimization Call Recording and Quality Management version 10.5 Cisco Unified Workforce Optimization Workforce Management (WFM) version 10.5 What's New in this Version Cisco Unified Workforce Optimization 10.5 includes the following new features. 10.5(1) Added Quality Management support information for Microsoft Terminal Services Added support for Internet Explorer 11 Added support for Internet Explorer 10 Added WFM support for Chrome 34 Added support for Windows (1) SR1 Added support for Windows 7 Enterprise. 5

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7 Software Compatibility Matrices This section lists the software supported in the current and two previous versions of the Cisco Unified Workforce Optimization Suite. Call Recording and Quality Management Call Recording and Quality Management Operating System Windows 8.1 (32/64-bit) Professional Windows 7 (32/64-bit) Professional, Enterprise, Ultimate Windows Vista (32/64-bit) Ultimate, Enterprise, Business Windows P (32/64-bit) Professional Microsoft Terminal Services (Citrix Server RDP) Desktop Client Software Quality Management Administrator Desktop Recording Service Cisco Screen Player Plug-in Calabrio Recording Controls 7

8 Software Compatibility Matrices Call Recording and Quality Management Microsoft Visual C Redistributable Package (x86) Web Browser Internet Explorer 11 (32-bit), Desktop mode Internet Explorer 10 (32-bit), Desktop mode Internet Explorer 9 (32-bit) Internet Explorer 8 (32-bit) Web Browser Plug-ins Java Plug-in 1.7u21 (32-bit) Java Plug-in 1.7u45 (32-bit) Supported Third-Party Software Adobe Acrobat Reader 6.0 or later Adobe Flash Player 1 Java 1.7_11 (32-bit) Java Plug-in 1.7u45 (32-bit); JRE 1.7u21 (32-bit); JRE 1.7u21 (32-bit); JRE 1.7u21 (32-bit) Microsoft Office Requires Adobe Flash Player to listen to audio recordings and view screen recordings in the Media Player using Internet Explorer 8. 8

9 Software Compatibility Matrices Call Recording and Quality Management Microsoft Office 2010 Microsoft Office 2007 Screen Recording for Citrix or Windows Terminal Services Client Citrix versions 4.5, 4.6, 5.0, 6.5, and enapp client Recording Thin Client for Citrix client sessions Workforce Management WFM Operating System WFM is operating system-independent. The only requirement is that the OS can run the supported web browser. Web Browser Internet Explorer 11 (32-bit), Desktop mode Internet Explorer 10 (32-bit), Desktop mode Internet Explorer 9 (32-bit) Internet Explorer 8 (32-bit) Chrome Requires WFM 9.2(1) SR3 or later. 9

10 Software Compatibility Matrices WFM Supported Third-Party Software Adobe Acrobat Reader 6.0 or later Microsoft Exchange 2013 Microsoft Exchange 2010 Microsoft Exchange

11 Desktop Hardware Requirements These desktop hardware requirements applies to all products in the Cisco Unified Workforce Optimization suite. PC Hardware Memory Processor Speed NIC 2 GB RAM 2 GHz 100 Mbit NIC NICs must support Promiscuous Mode. Monitor Sound and Video Cards Peripherals Disk Space Optional for administrators Keyboard and mouse Screen storage formula: # of Recordings x Avg Call Length x 1.20 MB/Minute = MB of Required storage per day Note: The storage requirements for screen recordings depend on three factors: screen activity, monitor resolution, and the number of monitors being recorded. The value shown here is based on low to moderate screen activity, 768 x 1024 resolution, and a single monitor. This rate may increase by % when recording dynamic, graphical, or media-intensive applications. 11

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13 Call Recording and Quality Management Desktop Requirements Call Recording and Quality Management Desktop Requirements This topic provides desktop requirements for Call Recording and Quality Management version Operating System Windows 8.1 (32/64-bit) Professional Windows Media Player is required. Only Windows 8.1 Volume License (VL) includes Windows Media Player. For all other versions of Windows 8.1, you must download and install the Media Feature Pack for Windows 8.1 separately to add Windows Media Player. Windows 7 (32/64-bit) Professional, Enterprise, Ultimate Windows Media Player is required. Windows Media Player is not included in Windows 7 N or KN. If you are using Windows 7 N or KN, you must download and install Windows Feature Pack for Windows N and KN separately to add Windows Media Player. Windows P (32/64-bit) Professional Note: Live Screen Monitoring is not supported on Windows P. When determining operating system requirements, please note the following: Cisco supports the operating system s latest Service Pack Live screen monitoring is not supported on Windows P Windows Aero Theme Windows Aero theme is not supported by the Desktop Recording service. Live screen monitoring is based off the Microsoft Windows Desktop Sharing API. This same API is used by Microsoft Windows Remote Assistance. One limitation of the Microsoft Windows Desktop Sharing API is that it does not support the Windows Aero theme for the PC being monitored during the time when another PC is connected to and viewing that PC. Every 13

14 Call Recording and Quality Management Desktop Requirements time a user begins to live screen monitor your PC, Windows must automatically switch your PC to the Windows Basic theme. Once the live screen monitor session on your PC ends, Windows will automatically switch your PC back to the Windows Aero theme. Based on customer feedback, we changed the behavior in 9.2(1) SR5 so it would only switch to the Windows Basic theme once at the start of the Desktop Recording service. The Windows Basic theme will remain until the Desktop Recording service is stopped. If this is not the desired behavior, choose one of the following work arounds: Configure your PC to always use the Windows Basic theme. Then when the QM Desktop Recording service starts it does not have to change to that theme since it is already in place. Disable the live screen monitoring feature in Monitoring and Recording Administrator by clearing the Enabled check box under Live Screen Monitor in the Interface Settings window under Recordings. This will disable live screen monitoring for all users. When live screen monitoring is disabled, it will not switch to the Windows Basic theme. Desktop Client Software Quality Management Administrator Desktop Recording service Cisco Screen Player Plug-in Calabrio Recording Controls Microsoft Visual C Redistributable Package (x86) Note: The Microsoft Visual C Redistributable Package is only required for managers and supervisors that want to use the Live Screen Monitoring feature. Web Browser Internet Explorer 11 (32-bit), Desktop mode Internet Explorer 10 (32-bit), Desktop mode 14

15 Call Recording and Quality Management Desktop Requirements Internet Explorer 9 (32-bit) Internet Explorer 8 (32-bit) Note: You may try other browsers (for example, Firefox, or Chrome) if you want to improve performance, but note that these browsers were not tested and are not supported by Cisco. If problems are found while using an unsupported browser, you will be asked to recreate the problem while using a supported browser. Screen resolutions: SSL Certificate the SSL certificate is installed on the Base server by your administrator Internet Explorer and Windows 8.1 By default, Windows 8.1 opens Internet Explorer 10 and 11 in Metro mode. This mode is not supported in Call Recording and Quality Management. Call Recording and Quality Management requires that Internet Explorer be run in Desktop mode. Note: Internet Explorer Metro mode is not supported because it does not support Active. To run Internet Explorer in Desktop mode, pin it to the Windows taskbar and launch it from there. You can identify which mode of Internet Explorer you are using by the icon that appears in the Windows taskbar: 15

16 Call Recording and Quality Management Desktop Requirements Required Web Browser Options Security Level for this Zone must be Medium High Assign the Base server URL to Trusted Sites and clear the check box for Enable Protected Mode. See "Adding a Trusted Site to Internet Explorer" in the Getting Started Guide for more information. File Downloads must be enabled Some Active Controls in Internet Explorer must be enabled if you want to use live screen monitoring. See "Enabling Active Controls in Internet Explorer" in the Getting Started User Guide for instructions. Note: If you try to use a browser that does not support Active Control (for example, Firefox), the Live Screen Monitoring icon in the Live Monitoring application will be disabled. The pop-up blocker must be disabled. Cookies must be enabled Note: The Base server uses the browser cookies to return state information to the Base server. The state information is used for authentication, user session identification, and user preferences (for example, language preference). GPO for PCI Compliance If you apply a Group Policy Object (GPO) for Payment Card Industry Data Security Standard (PCI DSS) compliance to your web browsers, include the following values to the settings in the Group Policy Management Editor: 16

17 Call Recording and Quality Management Desktop Requirements All Processes Disabled Internet Explorer Processes Enabled GPO for Active Add-ons You can create a GPO for Active add-ons. Quality Management requires the following Active add-ons in Internet Explorer: Active Add-ons Active Add-on Name Windows Media Player Purpose Required for audio playback Required for screen playback Proxy v6.x Remote Control Viewer Active Control Note: The Cisco Screen Player Plug-in must be installed before this Active add-on can be enabled. Required for Live Monitoring ScreenViewer class ScreenViewerControl Class RDPViewer Class Microsoft Licensed Class Manager 1.0 Windows Script Host Shell Object If this add on is not installed, Unified Workforce Optimization will prompt you to install it when you access the Diagnostics page or the Live Monitoring application. Required for Live Screen Monitoring Required for Live Screen Monitoring RDPViewer class Required to identify logger in users for Calabrio Recording Controls 17

18 Call Recording and Quality Management Desktop Requirements Supported Third-Party Software Adobe Reader 6.0 or later the Adobe Reader is required to open PDF-based reports and user documentation. A free Acrobat Reader download is available at Adobe Flash Player 11 or later the Adobe Flash Player is required if you want to listen to audio recordings and view screen recordings in the Media Player using Internet Explorer 8. Newer web browsers allow you to play recordings natively using Active Control. Microsoft Office 2013, 2010, or 2007 Screen Recording for Citrix or Windows Terminal Services Install Citrix or Windows Terminal Services per the product documentation. When installing Citrix or Windows Terminal Services, use the following settings: Servers must include a supported web browser to access the Unified Workforce Optimization Container. Publish the web browser locally to each server. Ensure the security settings allows end users to play back recordings through Citrix or Windows Terminal Services. For more information on security settings, see KB available at Each server can support a maximum of 25 concurrent screen recordings. Additional configuration settings are required to fully access the Unified Workforce Optimization Container. See the Installing Server Applications in the Installation Guide for complete details, Limit the number of simultaneous sessions per user to a single session. For Citrix, follow the instructions at 18

19 Call Recording and Quality Management Desktop Requirements For Windows Terminal Services, follow the instructions for Restrict Terminal Services users to a single remote session at You also need to configure the following settings: The Audio Player for Citrix requires the QmWmpAudioPlayer class On the server that hosts the Quality Management database, set the dbproperties flag in SQMDB to iscitrix For Citrix client services, you must also install the Recording Thin Client. The Recording Thin Client records screens from Citrix Client sessions. When these settings are configured, Quality Management supports recording playback with screen. Citrix Requirements Quality Management supports Citrix versions 4.5, 4.6, 5.0, 6.5, and enapp. Quality Management only supports Citrix installed on the following servers: 64-bit Windows Server bit Windows Server 2008, R2 or later For more information on the operating environment, see "Operating Environment" in the Server Installation Guide. If you are using a Terminal Services or Citrix enapp for recording purposes, these servers require additional server resources for recording screen. The resource requirements will vary depending on the actual design and might require some detailed hardware designs that should be reviewed by Cisco prior to deployment. Note: If you are planning to use a virtual or Citrix environment, see "Virtual Server Environment" in the Server Installation Guide or Screen Recording for Citrix or Windows Terminal Services for additional information. 19

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21 WFM Desktop Requirements This topic provides desktop requirements for WFM Operating System WFM is operating system-independent. The only requirement is that the operating system can run the supported web browsers. Desktop Client Software There is no desktop client software requirement for WFM. Web Browser Internet Explorer 8 (32-bit) Internet Explorer 9 (32-bit) Internet Explorer 10 (32-bit), Desktop mode Internet Explorer 11 (32-bit), Desktop mode Chrome 34 Note: You can try other browser than those listed here if you want to improve performance. However, these browsers were not tested and are not supported. If problems are found while using an unsupported browser, you will be asked to recreate the problem while using a supported browser. Internet Explorer and Windows 8.1 By default, Windows 8.1 opens Internet Explorer 10 and 11 in Metro mode. This mode is 21

22 WFM Desktop Requirements not supported in WFM. WFM requires that Internet Explorer be run in Desktop mode. To run Internet Explorer in Desktop mode, pin it to the Windows taskbar and launch it from there. You can identify which mode of Internet Explorer you are using by the icon that appears in the Windows taskbar: Required Internet Explorer Options Security Level for this Zone must be Medium High Assign the WFM Transaction services server URL to Trusted Sites and clear the check box for Enable Protected Mode. See "Adding a Trusted Site to Internet Explorer" in the Getting Started Guide for more information. File Downloads must be enabled Active Scripting must be enabled (required for JavaScript) Allow Active Filtering must be enabled for Run Active controls and plug-ins Cookies must be enabled Note: The server uses the browser cookies to return state information to the WFM Transaction services server. The state information is used for authentication, user session identification, and user preferences (for example, language preference). Pop-up blockers must be disabled for the WFM Transaction services server 22

23 WFM Desktop Requirements Supported Third-Party Software Adobe Reader 6.0 or later the Adobe Reader is required to open PDF-based reports and user documentation. A free Acrobat Reader download is available at 23

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25 Index S A Active Control 16, 18 Active Filtering 22 C Calabrio Recording Controls 14 Cisco Screen Player Plug-in 14 cookies 16, 22 screen resolution 15 SSL certificate 15 W web browser Call Recording and Quality Management 14 WFM 21 D Desktop Recording service 14 P pop-up blocker 16, 22 Q Quality Management Administrator 14 R requirements desktop hardware 11 25

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