Avaya Quality Monitoring Release 11.0 Best Practices Guide

Size: px
Start display at page:

Download "Avaya Quality Monitoring Release 11.0 Best Practices Guide"

Transcription

1 Avaya Quality Monitoring Release 11.0 Best Practices Guide March 2012

2 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF VERINT SYSTEMS INC. OR ITS SUBSIDIARIES. USE OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT ('GENERAL LICENSE TERMS'). IN THE EVENT OF ANY CONFLICT OR INCONSISTENCY BETWEEN THE TERMS SET FORTH HEREIN AND ANY WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULA, THE TERMS OF SUCH EITHER WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULA SHALL GOVERN. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. 'Software' means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. 'Hardware' means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License Type(s): "Channel" means a physical connection between or logical address associated with a recording device and an audio source. "Enterprise" means a license to use, without limitation on the number of copies or users applicable to that End User, that Software within that End User's technical environment in conjunction with other Software licensed. "Seat" means the number of uniquely identified work-stations (i) on which the Software is licensed to be installed, (ii) from or to which the Software will send or receive data, or (iii) about which the Software generates data. Any one or more of the foregoing, in the aggregate, applicable to a work-station shall qualify that work-station as a licensed Seat. Seat licenses are not concurrent, except that licenses relating to a work-station may be transferred to another work-station so long as such transfer is on a permanent basis. "Server" means a license to install the Software on a single central computer server. "Site" means a license to use the Software at a physical End User location, without limitation on the number of copies or users applicable to that physical End User location. Copyright: Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party Components: This computer program is protected by U.S. and international copyright laws, patent laws, and other intellectual property laws and treaties. Unauthorized use, duplication, publication and distribution of all or any portion of this computer program are expressly prohibited and will be prosecuted to the maximum extent provided by law. Your rights in this computer program are limited to the license rights granted under the license agreement executed by you in hardcopy form (or if none, by acceptance of the clickwrap terms included with this computer program). If needed, please contact your vendor for an additional copy of those terms. All other rights, title and interest are expressly restricted and retained by Verint Systems, Inc. and its licensors. Certain open source applications ("Open Source") may be included with this computer program. For specific ownership information and license rights relating to those open source applications, please see the "Free and Open Source Licensing Information" guide ("Guide") provided with your computer program, or contact your vendor for a copy of that Guide. A license in each Open Source software application is provided to you in accordance with the specific license terms specified in the Guide. EXCEPT WITH REGARD TO ANY WARRANTIES OR OTHER RIGHTS AND OBLIGATIONS EXPRESSLY PROVIDED DIRECTLY TO YOU FROM VERINT, ALL OPEN SOURCE SOFTWARE IS PROVIDED "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 OWNERS OF THE OPEN SOURCE SOFTWARE OR ITS 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 THE OPEN SOURCE SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. Certain other software programs or portions thereof included in the Product may contain software distributed under third party agreements ('Third Party Components'), which may contain terms that expand or limit rights to use certain portions of the Product ('Third Party Terms'). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya's web site at: In addition, this product may contain the ReportNet application from Cognos Corporation. If so, you are granted a limited for use: (i) by an unlimited number of "Anonymous Users" to set personal preferences, view, run, schedule and output reports, subscribe to scheduled reports, create and manage personal folders, and personalize standard reports, and (ii) by one "Named User" (unless otherwise specified on this Order) to, in addition to the rights of an Anonymous User, use the Query Studio module. Avaya fraud intervention: If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: Trademarks: Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and/or other countries. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, All trademarks identified by, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. or the property of their respective owners. Patents: The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,724,887; USPN 6,751,297; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 7,216,162; USPN 7,219,138; USPN 7,254,546; USPN 7,281,173; USPN 7,284,049; USPN 7,325,190; USPN 7,376,735; USPN 7,424,715; USPN 7,424,718; USPN 7,466,816; USPN 7,478,051; USPN 7,558,322; USPN 7,570,755; USPN 7,574,000; USPN 7,587,041; USPN 7,613,290; USPN 7,633,930; USPN 7,634,422; USPN 7,650,293; USPN 7,660,307; USPN 7,660,406; USPN 7,660,407; USPN 7,672,746; USPN 7,680,264; USPN 7,701,972; USPN 7,734,783; USPN 7,752,043; USPN 7,752,508; USPN 7,769,176; USPN 7,774,854; USPN 7,787,974; USPN 7,788,286; USPN 7,792,278; USPN 7,792,671; USPN 7,801,055; USPN 7,817,795; USPN 7,822,018; USPN 7,826,608; USPN 7,836,171; USPN 7,848,524; USPN 7,853,006; USPN 7,852,994; USPN 7,853,800; USPN 7,853,753; USPN 7,864,946; USPN 7,873,156; USPN 7,881,216; USPN 7,881,471; USPN 7,882,212; USPN 7,882,217; USPN 7,885,813; USPN 7,899,178; USPN 7,899,180; USPN 7,899,176; USPN 7,904,481; USPN 7,903,568; USPN 7,904,325; USPN 7,907,142; USPN 7,913,063; USPN D606,983; USPN RE40,634; USPN RE41,534; USPN RE41,608; AU ; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA 2,564,760; CA 2,567,232; CA 2,623,178; CA 2,627,060; CA 2,627,064; CA 2,628,553; EP ; EP ; EP ; DE ; FR ; DE ; FR ; GB 833,489; GB ; IE 84821; IE 85519; IL ; NZ ; ZL ; ZL ; ZL ; and other provisional rights from one or more of the following Published U.S. Patent Applications: US 10/061,491; US 10/467,899; US 10/525,260; US 10/633,357; US 11/166,630; US 11/345,587; US 11/359,195; US 11/359,319; US 11/359,356; US 11/359,357; US 11/359,358; US 11/359,532; US 11/361,208; US 11/388,944; US 11/394,408; US 11/394,410; US 11/394,794; US 11/395,759; US 11/396,062; US 11/428,239; US 11/475,683; US 11/477,124; US 11/478,714; US 11/479,056; US 11/479,267; US 11/479,506; US 11/479,899; US 11/509,549; US 11/509,550; US 11/528,267; US 11/529,132; US 11/529,946; US 11/529,947; US 11/540,107; US 11/540,171; US 11/540,185; US 11/540,281; US 11/540,320; US 11/540,785; US 11/540,900; US 11/540,902; US 11/540,904; US 11/567,808; US 11/567,852; US 11/583,381; US 11/608,340; US 11/608,350; US 11/608,358; US 11/608,438; US 11/608,440; US 11/608,894; US 11/616,490; US 11/621,134; US 11/676,818; US 11/691,530; US 11/692,983; US 11/693,828; US 11/693,899; US 11/693,923; US 11/693,933; US 11/712,933; US 11/723,010; US 11/742,733; US 11/752,458; US 11/771,499; US 11/776,659; US 11/824,980; US 11/831,250; US 11/831,257; US 11/831,260; US 11/831,634; US 11/844,759; US 11/872,575; US 11/924,201; US 11/937,553; US 11/959,650; US 11/968,428; US 12/015,375; US 12/015,621; US 12/053,788; US 12/055,102; US 12/057,442; US 12/057,476; US 12/107,976; US 12/118,781; US 12/118,789; US 12/118,792; US 12/164,480; US 12/245,781; US 12/326,205; US 12/351,370; US 12/416,906; US 12/464,694; US 12/466,673; US 12/483,075; US 12/497,793; US 12/497,799; US 12/504,492; US 12/539,640; US 12/608,474; US 12/628,089; US 12/630,030; US 12/684,027; US 12/686,213; US 12/708,558; US 12/725,127; US 12/753,137; US 12/762,402; US 12/768,194; US 12/792,796; US 12/840,227; US 12/840,233; US 12/852,144; US 12/879,868; US 12/887,059; US 12/887,089; US 12/888,445; US 12/888,448; US 12/891,620; US 12/915,868; US 12/915,941; US 12/916,006; US 12/940,508; US 12/942,111; US 12/964,891; US 13/005,996; US 13/008,283; US 13/011,870; US 13/011,871; US 13/016,998; and other U.S. and International Patents and Patents Pending.

3 Contents 1 Quality Monitoring Server Maintenance Best Practices Server Order Services Quality Monitoring Services Server Monitoring Event Log Monitoring Server Registry Settings Registry key HKLM\SOFTWARE\Witness\BDR\CallManager Registry Key HKLM\SOFTWARE\Witness\BDR\LMPS Registry Key HKLM\SOFTWARE\Witness\eQRecord Registry Key HKLM\SOFTWARE\Witness\eQuality Logging Level Screen Capture Module Registry Configuration Settings Screen Capture Module Service Registry Values Agent Capture Registry Values Registry Values For Thin Client Support Registry Values On Windows Server 64-bit Edition Memory Utilization On A Terminal Server Fine Tuning Screen Capture Module CaptureMethod Compression Method Compression Quality Color Reduction Suggested Configuration Settings Business Rules Business Rule Examples Delete Calls Less Than 30 Seconds Record Calls Longer Than 3 Minutes Save Contacts Longer Than 3 Minutes Record Calls Transferred in Less Than 30 Seconds Record Inbound Calls by Area Code Record Outbound Calls by Area Code

4 Contents Delete Inbound Calls by Area Code Delete Outbound Calls by Area Code Problem Rule that Never Triggers Record by Agent Group, Store by Duration Event Based versus Randomizer Rules Building Effective Business Rules Through Rule Conditions Database Scripts Deleting Agent Groups in the Database Viewing Back-end Agent Group Values Miscellaneous "Get" scripts How To Changing the Default Screen Capture Module Port Log Configuration to Troubleshoot Screen Capture Module Defining the Exports Directory on a Network Drive Reduce the Size of Captured Video Data Database Password Reducing Latency when Recording using D/82JCT-U Pause and Resume for AIM Pause and Resume Recording Silent Install AIM Properties Timeout Registry Settings Search and Replay or Playback Call Clipping Selective Recording ACR Moving Quality Monitoring Content to an External Drive Playback and Live Monitor Support Overview Stand Alone Quality Monitoring Quality Monitoring with Full-time Recording (IP or TDM) Quality Monitoring with ACR Full-time Recording Quality Monitoring with ACR Selective Recording Quality Monitoring Best Practices Guide 4

5 Chapter 1 Quality Monitoring Server This chapter discusses best practices regarding the Quality Monitoring server. This chapter describes the following topics: Maintenance Best Practices, page 6 Server Order, page 6 Services, page 7 Server Monitoring, page 8 Event Log Monitoring, page 9 Server Registry Settings, page 9 Logging Level, page 11

6 Chapter 1 - Quality Monitoring Server Maintenance Best Practices Maintenance Best Practices To properly maintain your Quality Monitoring servers and clients machines, you need to determine the following: operating system update schedule we suggest using the update schedule recommended for the operating system database backup schedule follow the backup instructions recommended for the database software you are using machine shut down and restart schedule we suggest using the reboot schedule recommended for the operating system ideally, a bi-weekly reboot schedule ensures the Quality Monitoring services restart often Recommended reboot frequency: monthly Server Order In a multi-server environment, you should start the servers in the following order after a system shutdown: 1 database server 2 erecorder servers 3 BDR server, if it is separate from the database server 4 reporting server In a Full-time Recording environment the Quality Monitoring server is dependent on the TDM/IP/ACR recorder servers and eware/unify. The Quality Monitoring server must be shut down before shutting down the eware/unify or recorder servers and restarted after starting those servers. Quality Monitoring Best Practices Guide 6

7 Chapter 1 - Quality Monitoring Server Services Services To learn about configuring Quality Monitoring services to run with the minimum permissions, see the Quality Monitoring Security Administration guide. Quality Monitoring services can be configured with service recovery options set to Restart the Service on the first, second and subsequent failures after 1 minute. It is recommended to start the services in the following order: 1 Dialogic service [can be set to Automatic startup except for Quality Monitoring erecorder servers with Dialogic DSE DL-3009 (VTG)] 2 erecorder service 3 erecorder Audio service 4 erecorder Video service 5 BDR service On Quality Monitoring erecorder server with Dialogic DSE DL-3009 (VTG), the DSE Loader service should be set to Automatic startup and the Dialogic service should be set to Manual startup. After a reboot start DCM and let it load the firmware, and then start the Dialogic service. If the following Quality Monitoring services are set to manual (some environments require this due to Dialogic dependency): Quality Monitoring BDR Service Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service The services should be started in the following order: Quality Monitoring erecorder service Quality Monitoring erecorder audio service Quality Monitoring erecorder video service Quality Monitoring BDR Service Quality Monitoring Best Practices Guide 7

8 Chapter 1 - Quality Monitoring Server Server Monitoring Generally, Quality Monitoring services on a Quality Monitoring server can be set to Automatic startup after setting up dependencies to ensure the recommended startup order is as follows: 1 Database software 2 Dialogic software (if applicable) 3 erecorder service 4 erecorder audio service and erecorder video service 5 BDR service 1 The Quality Monitoring services not mentioned in the above list should be set to automatic startup. 2 In some cases setting service dependencies may not provide the necessary delays; resulting in errors during service startup. In such cases, customized solutions (e.g. using startup scripts) may be needed. Optionally, the services may be changed to manual startup. Quality Monitoring Services Make sure the following applicable services are running at startup: BDR Server Third Party erecorder Server Quality Monitoring Apache Tomcat Quality Monitoring BDR Service Quality Monitoring Command Service Quality Monitoring Search Service SQL Server (if applicable) SQL Server Agent (if applicable) Oracle services (if applicable) Dialogic System Service (if applicable) Quality Monitoring erecorder Audio Service Quality Monitoring erecorder Service Quality Monitoring erecorder Video Service Server Monitoring To function normally, the Quality Monitoring system must be properly sized. For more details see Quality Monitoring Performance and Sizing document for your release. The following server metrics must be monitored to ensure that the system functions correctly: 1 CPU Utilization should not remain over 70% on average. 2 Used disk space on every drive on every system must stay below 90%. Quality Monitoring Best Practices Guide 8

9 Chapter 1 - Quality Monitoring Server Event Log Monitoring 3 The following BDR performance counters should be monitored on a regular basis using Windows Performance Monitor: Call Manager Connection Event Queue Size This counter should be less than 30. The counter being consistently greater than 100 may indicate latency in recording because of event processing delays. Call Manager Call Objects If the counter is greater than the value configured in System Administration->Root Settings->Maximum Active Call Count (default 400) then call clipping will result. WCMS Outstanding Commands The counter should be close to 0. If it is growing it may indicate a problem with the Contact Manager - contact customer support. WEPS Database Command Processor Outstanding Commands The counter may have spikes related to the contact archiving / purging. If the counter is constantly growing there may be a problem with the database. 4 Monitor disk space on the server by configuring the following registry keys to generate a warning in the Windows Event Log if the available disk space falls below the threshold: HKEY_LOCAL_MACHINE\SOFTWARE\Witness\eQRecord\ LowDiskSizeWarningReportFreq - the frequency value is in seconds (600 seconds is 10 minutes). LowDiskSizeWarningThreshold - the threshold value is in bytes ( ). You can also use a third party monitoring tool (such as IP Sentry) to generate notifications when a warning or error is logged. For more information, see the Quality Monitoring Installation guide. Event Log Monitoring Quality Monitoring writes information about critical errors and warnings to the Windows event log. It is recommended to check the event log for Quality Monitoring related errors immediately after a system restart and then several times a day. Contact customer support if you are unable to fix an error or do not know what the error means. Server Registry Settings The following tables list several Quality Monitoring registry settings that may be changed during the system configuration. Quality Monitoring Best Practices Guide 9

10 Chapter 1 - Quality Monitoring Server Server Registry Settings Registry key HKLM\SOFTWARE\Witness\BDR\CallManager Registry Entry Description Type Default Value CallExpirationTimeout Maximum duration of a call (seconds) REG_DWORD 7200 FocusOnTrunk When set to 1 prevents switching from recording from trunk to recording using service observe when the agent makes a consultation call. REG_DWORD 0 Registry Key HKLM\SOFTWARE\Witness\BDR\LMPS Registry Entry Description Type Default Value MonitorSingleMedia PlaySingleMedia MonitorSocketTime Out When set to 1 allows performing a live monitor even if there is no available medium of one type (audio or video). When set to 1 allows playing a contact that has only one content type (audio or video) recorded. Maximum inactivity time for a client (in seconds). When the timeout is exceeded the client session is disconnected. REG_DWORD 0 REG_DWORD 0 REG_DWORD 900 Registry Key HKLM\SOFTWARE\Witness\eQRecord Registry Entry Description Type Default Value AgentCaptureConnect ionretrycount The number of times the server will try to reconnect to capture before reporting an error after a connection has been lost. REG_DWORD 3 ArchiveLocalPath Location of archived content files if archiving is configured. REG_SZ N/A CommaDelay A delay (in msec) caused by a comma in the dialing string when making a call. REG_DWORD 2000 ContentLocalPath Location of online content files. REG_SZ N/A ExportLocalPath Location of exported AVI files. REG_SZ N/A InterDigitDelay A delay before dialing every digit in the dialing string when making a call. REG_DWORD 50 Quality Monitoring Best Practices Guide 10

11 Chapter 1 - Quality Monitoring Server Logging Level Registry Entry Description Type Default Value Key_Frame_Rate ReconnectInterval Interval (msec) between full screen requests the server sends to a capture. The time (in msec) the server will wait after losing a connection to capture before trying to reconnect. The setting cannot be less than REG_DWORD REG_DWORD 1000 Registry Key HKLM\SOFTWARE\Witness\eQuality Registry Entry Description Type Default Value Version* The installed Quality Monitoring version REG_SZ N/A * Do not change this setting. Logging Level Logging level can be set or changed for Quality Monitoring components using LogManager.exe. The logging level defines how much information is written to Quality Monitoring logs. It is recommended to set the Trace Level to Warning during normal operation to reduce the amount of logging. Quality Monitoring Best Practices Guide 11

12 Chapter 2 Screen Capture Module This chapter discusses best practices regarding the Quality Monitoring Screen Capture Module. The software was named Agent Capture in Quality Monitoring 7.7.x releases and then renamed to Screen Capture Module in 7.8.x releases. This document uses the current name, Screen Capture Module, to refer to the software. This chapter describes the following topics: Registry Configuration Settings, page 13 Memory Utilization On A Terminal Server, page 18 Fine Tuning Screen Capture Module, page 18 Suggested Configuration Settings, page 19

13 Chapter 2 - Screen Capture Module Registry Configuration Settings Registry Configuration Settings The Screen Capture Module registry settings location is: HKLM\SOFTWARE\Witness Systems\eQuality Agent\Capture\Current Version Screen Capture Module uses the following registry settings to provide different features it supports. The installation program adds some registry settings. Missing registry values can be added based on the required features/performance. For missing registry values, Screen Capture Module uses the default value for each missing registry value. Screen Capture Module Service Registry Values Registry Entry Description Type Default Value ServiceLogAppend* ServiceLogFilePath* ServiceLogLevel* Specifies whether the Screen Capture Module service Appends or Overwrites log files. 0 - overwrite 1 - append Log file path.the Screen Capture Module Service generates the log files in this directory. Logging level: 0 - None 1 - Errors 2 - Errors and Warnings 3 - Errors Warnings and Information REG_DWORD 1 REG_SZ "." REG_DWORD 1 WitnessServerList The setting is used for the terminal server Screen Capture Module only. Defines a list of Quality Monitoring servers to receive agent status updates. REG_SZ N/A * The setting may not be used in future releases. Quality Monitoring Best Practices Guide 13

14 Chapter 2 - Screen Capture Module Registry Configuration Settings Agent Capture Registry Values Registry Entry Description Type Default Value AgentLogAppend* Specifies whether the Screen Capture Module Appends or Overwrites log files. 0 - overwrite 1 - append REG_DWORD 0 AgentLogFilePath* AgentLogLevel* AgentSocketPort CaptureQuality** CompressionMethod CompressionQuality ColorReduction Log file path. The Screen Capture Module generates the log files in this directory. Logging level: 0 - None 1 - Errors 2 - Errors and Warnings 3 - Errors Warnings and Information Socket TCP port number to listen on for connection request from Server. See below in the How To section how to change the port. Set from 1 to 10, where 10 indicates the highest quality. Increasing the setting results in higher CPU utilization. Compression algorithm to use: 1 - Witness Enhanced 2 - Witness 3 - Microsoft RLE8 4 - JPEG Compression 5-5.x Compatible 6-6.x Compatible (6.3 and below) Set Compression Quality from 1 to 10, where: 10 - Best compression (Low Performance) 1 - Less Compression (Best Performance) Note: This setting applicable only when 'CompressionMethod' is 1 or 4. Reduce the number of colors captured to Off 1 - On REG_SZ "." REG_DWORD 1 REG_DWORD 4001 REG_DWORD 7 REG_DWORD 1 REG_DWORD 8 REG_DWORD 0 Quality Monitoring Best Practices Guide 14

15 Chapter 2 - Screen Capture Module Registry Configuration Settings Registry Entry Description Type Default Value DataEncryption DualMonitor ServerAuthentication MaxAvgCPU*** ScreenChangeDetecti oninterval*** TestMonitorAuthorizat ion WSSPath If this is set to 1, Screen Capture Module encrypts the data before sending to Server. The Quality Monitoring server must be configured to support encryption. 0 - Not Encrypted 1 - Encrypted Add this setting if it is missing in the registry. Set this setting to 1 to support dual monitor recording. Refer the Quality Monitoring Configuration Guide for details. Used by WCapW32b to indicate whether server authentication is used or not. The Quality Monitoring server must be configured to support authentication. 0 - Not Authenticated 1 - Authenticated The setting limits the amount of CPU (in percents) the Screen Capture Module can use. The setting defines how often (in msec) the Screen Capture Module will check for screen changes. The setting range is Lowering the value will increase the capture quality and the amount of CPU used by the Screen Capture Module. The setting can be automatically adjusted by the Screen Capture Module if the CPU utilization exceeds the value set by the MaxAvgCPU. Enable/disable the message box pop-up for authorization on test monitor using CapTest application. 0 - Disable the message box pop-up 1 - Enable the message box pop-up NOTE: This setting is applicable only when running the CapTest for monitoring the Screen Capture Module while testing. It does not have any effect on the server recording. Directory path to the "agent.wss" file used by WCapW32.exe during server authentication and data encryption. REG_DWORD 0 REG_DWORD 0 REG_DWORD 0 REG_DWORD 60 REG_DWORD 150 REG_DWORD 1 REG_SZ "." * The setting may not be used in future releases. Quality Monitoring Best Practices Guide 15

16 Chapter 2 - Screen Capture Module Registry Configuration Settings ** Capture 7.7.x only. *** Capture 7.8.x only. Registry Values For Thin Client Support The following additional registry values are applicable only when the Screen Capture Module Service is running on a Thin Client Server. Registry Entry Description Type Default Value AdditionalUserApps Registry Key for Citrix published applications and Citrix published desktops. This entry prevents WCapWListener.exe and WCapW32.exe from exiting prematurely. REG_KEY blank Entries under this key can be named anything appropriate; the values should contain the executable name of the published application with the.exe extension. LogArchive LogArchiveDays Indicates log files should be archived by the Screen Capture Module Service on Thin-Client servers: 0 - No 1 - Yes Day of week for the Screen Capture Module Service to perform log archiving. 0-Sun, 1-Mon, 2-Tue, 3-Wed, 4-Thu, 5-Fri, 6-Sat E.g. "0,1,2,3, " REG_DWORD 1 REG_SZ 1,2,3,4,5 LogArchivePath Path to store archived logs, used by Screen Capture Module Service. REG_SZ C:\Witness\ Logs\Archive Typically: C:\Witness\Logs\Archive LogArchiveTime LogMaxSizeKB Time of day, in military time, for Screen Capture Module Service to begin log archive. Maximum size, in kilobytes, that Screen Capture Module Service allows the logs to grow before archiving. REG_SZ 2300 REG_DWORD 500 Quality Monitoring Best Practices Guide 16

17 Chapter 2 - Screen Capture Module Registry Configuration Settings Registry Entry Description Type Default Value PubAppRate ServiceSocketListenP ort TermSvr UseAgentID Time interval, in milliseconds, to poll the system for the presence of the session published application or published desktop on Citrix thin-client servers. Screen Capture Module Service Socket Port Number for Thin-Client. Used to indicate a thin-client server. 0 - Not Terminal Server 1 - Terminal Server Used by the Screen Capture Module Service for Thin-Client servers, determines whether device host names or agent logon Id's are used to locate Thin-Client sessions: 0 - Device Host Name (Named terminals) 1 - Agent Logon ID (Anonymous terminals) REG_DWORD 5000 REG_DWORD 4002 REG_DWORD 0 REG_DWORD 0 WitnessServerList Comma-separated list of the Quality Monitoring server names and port numbers to be serviced by the Screen Capture Module Service on Thin-Client servers. REG_SZ Blank Registry Values On Windows Server 64-bit Edition This registry setting is only available for Quality Monitoring release 7.8 SP2 and higher. On Windows Server 64-bit Edition operating system, Screen Capture Module settings are located at "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Witness Systems". The meaning of the settings is the same as described above. Quality Monitoring Best Practices Guide 17

18 Chapter 2 - Screen Capture Module Memory Utilization On A Terminal Server Memory Utilization On A Terminal Server The following formula can be used to estimate the Screen Capture Module memory utilization: M = (4*H*W*D)/1000 where M - memory per user in KB H - screen height in pixels W - screen width in pixels D - color depth in bytes Fine Tuning Screen Capture Module Changing the values of the following registry values will affect the Screen Capture Module performance, recording quality and network bandwidth. Giving the appropriate registry values based on the Agent Machine Configuration; Screen Capture Module can be utilized in efficient way. CaptureMethod Witness Enhanced - is a good screen change detection method. It uses more CPU. Playback usually has no tiling behavior. Witness - It is good in terms of CPU utilization (uses less). Playback may have tiling behavior. Compression Method Following table lists the supported compression methods and their metrics. Compression Method Avg. Compression Ratio Witness Compression 8:1 Microsoft RLE8 Compression 2:1 Witness Enhanced Compression 40:1 JPEG Compression 40:1 Quality Monitoring Best Practices Guide 18

19 Chapter 2 - Screen Capture Module Suggested Configuration Settings 1 The compression ratio may vary depending on the screen bitmaps being compressed. 2 Compression methods providing better compression ratio usually use more CPU. 3 JPEG compression works best when capturing pictures, but it may cause loss of quality. Compression Quality Applicable only when 'Witness Enhanced Compression' or 'JPEG Compression' is used Produces the best compression quality and small packets. It uses slightly more CPU. 1 - Produces the low quality compression but has good performance. Color Reduction When color reduction is enabled, the captured desktop bitmap data will be converted to 8-bit color pixel data. Color reduction usually causes loss of data quality. Fewer colors will be displayed on Playback. The advantage of color reduction is that is results in small packets and uses less network bandwidth. Color reduction is more suitable when the agents are using Notepad, Word and Outlook kind of applications, since these applications produce less color data. Suggested Configuration Settings We recommend that you set the following registry settings to the specified values: CaptureMethod = 1 ScreenChangeDetectionInterval=50 Quality Monitoring Best Practices Guide 19

20 Chapter 3 Business Rules This chapter discusses best practices regarding business rules. Since Quality Monitoring 7.7 and above no longer uses scripts for its business rules, there is no limitation for the number of active business rules configured on the BDR. This chapter describes the following topics: Business Rule Examples, page 21 Event Based versus Randomizer Rules, page 24 Building Effective Business Rules Through Rule Conditions, page 25

Avaya Quality Monitoring Release 11.0 Error Messages Guide

Avaya Quality Monitoring Release 11.0 Error Messages Guide Avaya Quality Monitoring Release 11.0 Error Messages Guide March 2012 2003-2011 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION

More information

Avaya Speech Analytics Essentials User Guide Release 12.0

Avaya Speech Analytics Essentials User Guide Release 12.0 Avaya Speech Analytics Essentials User Guide Release 12.0 Issue 3 April 2015 @ 2015 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') http://support.avaya.com/thirdpartylicense/.

More information

Avaya Aura Quality Monitoring Release 11.0 Security Administration Guide

Avaya Aura Quality Monitoring Release 11.0 Security Administration Guide Avaya Aura Quality Monitoring Release 11.0 Security Administration Guide March 2012 2003-2011 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY

More information

Avaya Aura Quality Monitoring Release 11.0 Installation Guide

Avaya Aura Quality Monitoring Release 11.0 Installation Guide Avaya Aura Quality Monitoring Release 11.0 Installation Guide March 2012 2003-2011 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION

More information

User Guide. Web Chat for IIS. Release 5.0

User Guide. Web Chat for IIS. Release 5.0 User Guide Web Chat for IIS Release 5.0 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time

More information

Avaya Quality Monitoring Release 11.0 Server Infrastructure Guide

Avaya Quality Monitoring Release 11.0 Server Infrastructure Guide Avaya Quality Monitoring Release 11.0 Server Infrastructure Guide March 2012 2003-2011 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION

More information

User Guide. Web Chat for IIS. Release 4.0

User Guide. Web Chat for IIS. Release 4.0 User Guide Web Chat for IIS Release 4.0 Printed on 4 March, 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete

More information

User Guide. Web Chat Gateway. Release 5.0

User Guide. Web Chat Gateway. Release 5.0 User Guide Web Chat Gateway Release 5.0 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time

More information

User Guide. Web Chat Gateway. Release 4.0

User Guide. Web Chat Gateway. Release 4.0 User Guide Web Chat Gateway Release 4.0 Printed on 4 March, 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete

More information

IP Office Embedded Voicemail User Guide (IP Office Mode)

IP Office Embedded Voicemail User Guide (IP Office Mode) Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 10b Standard (12 December 2011) 2011 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in

More information

IP Office IP Office Mode Mailbox User Guide

IP Office IP Office Mode Mailbox User Guide IP Office 15-601131 Issue 9 (23 May 2006) 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the

More information

IP Office 4.2 Embedded Voicemail Mailbox

IP Office 4.2 Embedded Voicemail Mailbox Embedded Voicemail Mailbox 15-601067 Issue 06a - (29 June 2008) 2008 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and

More information

IP Office Analog Phone User Guide

IP Office Analog Phone User Guide Analog Phone User Guide 15-601073 Issue 05a - (06 September 2008) 2008 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete

More information

IP Office Embedded Voicemail Mailbox User Guide

IP Office Embedded Voicemail Mailbox User Guide Embedded Voicemail Mailbox User Guide 15-604067 Issue 07a - (06 July 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was

More information

Administering Avaya one-x Agent with Central Management

Administering Avaya one-x Agent with Central Management Administering Avaya one-x Agent with Central Management Release 2.0 November 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document

More information

Avaya 1608/1608-I IP Deskphone User Guide

Avaya 1608/1608-I IP Deskphone User Guide Avaya 1608/1608-I IP Deskphone User Guide 16-601446 Issue 2 February 2010 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document

More information

Avaya 1616/1616-I IP Deskphone User Guide

Avaya 1616/1616-I IP Deskphone User Guide Avaya 1616/1616-I IP Deskphone User Guide 16-601448 Issue 2 February 2010 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document

More information

Metalogix SharePoint Backup. Advanced Installation Guide. Publication Date: August 24, 2015

Metalogix SharePoint Backup. Advanced Installation Guide. Publication Date: August 24, 2015 Metalogix SharePoint Backup Publication Date: August 24, 2015 All Rights Reserved. This software is protected by copyright law and international treaties. Unauthorized reproduction or distribution of this

More information

Administering Communication Manager for Avaya one-x Agent

Administering Communication Manager for Avaya one-x Agent Administering Communication Manager for Avaya one-x Agent Release 2.0 November 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this

More information

Dell InTrust 11.0. Preparing for Auditing Microsoft SQL Server

Dell InTrust 11.0. Preparing for Auditing Microsoft SQL Server 2014 Dell Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under a software license or nondisclosure agreement.

More information

IP Office Avaya Microsoft CRM 3.0 Integration Solution Installation & User Guide

IP Office Avaya Microsoft CRM 3.0 Integration Solution Installation & User Guide IP Office Avaya Microsoft CRM 3.0 Integration Solution Installation & User Guide 15-601033 Issue 4a (13 February 2006) 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to

More information

IP Office Platform. Avaya IP Office Platform Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 15b - (22 January 2015)

IP Office Platform. Avaya IP Office Platform Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 15b - (22 January 2015) Avaya Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 15b - (22 January 2015) 2015 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

IP Office TAPILink Installation

IP Office TAPILink Installation TAPILink Installation 15-601034 Issue 11d - (03 December 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and

More information

IP Office SIP Extension Support

IP Office SIP Extension Support SIP Extension Support - Issue 1b - (05 August 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at

More information

IP Office 3.2 2402 and 5402 User Guide

IP Office 3.2 2402 and 5402 User Guide IP Office 3.2 2402 and 5402 User Guide [15-601075] Issue [11] (5 June 2006) 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document

More information

Wave IP 2.0 SP1. Wave ViewPoint User Guide

Wave IP 2.0 SP1. Wave ViewPoint User Guide Wave IP 2.0 SP1 Wave ViewPoint User Guide 2011 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof and Vertical ViewPoint

More information

IP Office 4602/5602 Phone User Guide

IP Office 4602/5602 Phone User Guide 4602/5602 Phone User Guide 15-601076 Issue 04d - (12 December 2008) 2008 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete

More information

Avaya Microsoft Lync Integration User Guide for IP Office

Avaya Microsoft Lync Integration User Guide for IP Office Avaya Microsoft Lync Integration User Guide for IP Office Release 8.1 02-604138, 01.01 December 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the

More information

IP Office Conferencing Center Installation

IP Office Conferencing Center Installation Conferencing Center Installation - Issue 03a - (13 June 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and

More information

IP Office 2402/5402 Phone User Guide

IP Office 2402/5402 Phone User Guide 2402/5402 Phone User Guide 15-601075 Issue 05a - (16 July 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and

More information

IP Office Release 7.0 IP Office Embedded Voicemail User Guide

IP Office Release 7.0 IP Office Embedded Voicemail User Guide IP Office Embedded Voicemail User Guide 15-604067 Issue 09a - (21 February 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document

More information

IP Office Embedded Voicemail Mailbox User Guide

IP Office Embedded Voicemail Mailbox User Guide Embedded Voicemail Mailbox User Guide 15-604067 Issue 07b - (15 May 2010) 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document

More information

FEATURE COMPARISON GUIDE. Wave Contact Center 1.0 TeleVantage Contact Center 7.5 CONVERSip Contact Center 1.0 QuickQ 5.0

FEATURE COMPARISON GUIDE. Wave Contact Center 1.0 TeleVantage Contact Center 7.5 CONVERSip Contact Center 1.0 QuickQ 5.0 FEATURE COMPARISON GUIDE Wave Contact Center 1.0 TeleVantage Contact Center 7.5 CONVERSip Contact Center 1.0 QuickQ 5.0 Introduction This document specifies the differences in Contact Center feature content

More information

IP Office 3.2 Phone Manager User Guide

IP Office 3.2 Phone Manager User Guide IP Office 3.2 Phone Manager User Guide 15-600988 Issue 14b (14 th June 2006) 2006 Avaya Inc. All Rights Reserved. Introduction Notice While reasonable efforts were made to ensure that the information in

More information

IP Office 1403 Phone User Guide

IP Office 1403 Phone User Guide 1403 Phone User Guide 15-601013 Issue 02c - (01 April 2011) 2011 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate

More information

Using Avaya Aura Messaging

Using Avaya Aura Messaging Using Avaya Aura Messaging 6.0 November 2011 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate

More information

TSM Studio Server User Guide 2.9.0.0

TSM Studio Server User Guide 2.9.0.0 TSM Studio Server User Guide 2.9.0.0 1 Table of Contents Disclaimer... 4 What is TSM Studio Server?... 5 System Requirements... 6 Database Requirements... 6 Installing TSM Studio Server... 7 TSM Studio

More information

IP Office Essential Edition IP Office Essential Edition - Quick Version Phone Based Administration

IP Office Essential Edition IP Office Essential Edition - Quick Version Phone Based Administration - Quick Version Phone Based Administration - Issue 3d - (31 May 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is

More information

IP Office Avaya Radvision Interoperation Notes

IP Office Avaya Radvision Interoperation Notes Avaya Radvision Interoperation Notes Issue 1d (02 October 2012) 2012 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete

More information

IP Office Customer Call Reporter 1.1 User Guide

IP Office Customer Call Reporter 1.1 User Guide Customer Call Reporter. User Guide 5-63 Issue 2b - (6 July 29) 29 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate

More information

NEC Express5800 Series NEC ESMPRO AlertManager User's Guide

NEC Express5800 Series NEC ESMPRO AlertManager User's Guide NEC Express5800 Series NEC ESMPRO AlertManager User's Guide 7-2006 ONL-4152aN-COMMON-128-99-0606 PROPRIETARY NOTICE AND LIABILITY DISCLAIMER The information disclosed in this document, including all designs

More information

IP Office Contact Center Contact Recorder Configuration Task Based Guide

IP Office Contact Center Contact Recorder Configuration Task Based Guide IP Office Contact Center Contact Recorder Configuration Task Based Guide Release 9.0.3 Issue 1.01 10 2014 Legal 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure

More information

IP Office one-x Portal for IP Office User Guide

IP Office one-x Portal for IP Office User Guide one-x Portal for User Guide 15-601131 Issue 02d - (29 April 2010) 2010 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete

More information

Avaya Aura Contact Center Integration with salesforce.com for Access to Knowledge Management

Avaya Aura Contact Center Integration with salesforce.com for Access to Knowledge Management Avaya Aura Contact Center Integration with salesforce.com for Access to Knowledge Management August 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the

More information

Dell Statistica 13.0. Statistica Enterprise Installation Instructions

Dell Statistica 13.0. Statistica Enterprise Installation Instructions Dell Statistica 13.0 2015 Dell Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under a software license or

More information

IP Office 8.1 Using Voicemail Pro in Intuity Mode

IP Office 8.1 Using Voicemail Pro in Intuity Mode Using Voicemail Pro in Intuity Mode 15-601066 Issue 13a - (12 June 2012) 2012 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document

More information

BrightStor ARCserve Backup for Windows

BrightStor ARCserve Backup for Windows BrightStor ARCserve Backup for Windows Agent for Microsoft SQL Server r11.5 D01173-2E This documentation and related computer software program (hereinafter referred to as the "Documentation") is for the

More information

RSA Authentication Manager 7.1 Basic Exercises

RSA Authentication Manager 7.1 Basic Exercises RSA Authentication Manager 7.1 Basic Exercises Contact Information Go to the RSA corporate web site for regional Customer Support telephone and fax numbers: www.rsa.com Trademarks RSA and the RSA logo

More information

GlobalSCAPE DMZ Gateway, v1. User Guide

GlobalSCAPE DMZ Gateway, v1. User Guide GlobalSCAPE DMZ Gateway, v1 User Guide GlobalSCAPE, Inc. (GSB) Address: 4500 Lockhill-Selma Road, Suite 150 San Antonio, TX (USA) 78249 Sales: (210) 308-8267 Sales (Toll Free): (800) 290-5054 Technical

More information

Infor Web UI Sizing and Deployment for a Thin Client Solution

Infor Web UI Sizing and Deployment for a Thin Client Solution Infor Web UI Sizing and Deployment for a Thin Client Solution Copyright 2012 Infor Important Notices The material contained in this publication (including any supplementary information) constitutes and

More information

VERITAS Backup Exec TM 10.0 for Windows Servers

VERITAS Backup Exec TM 10.0 for Windows Servers VERITAS Backup Exec TM 10.0 for Windows Servers Quick Installation Guide N134418 July 2004 Disclaimer The information contained in this publication is subject to change without notice. VERITAS Software

More information

SyAM Software* Server Monitor Local/Central* on a Microsoft* Windows* Operating System

SyAM Software* Server Monitor Local/Central* on a Microsoft* Windows* Operating System SyAM Software* Server Monitor Local/Central* on a Microsoft* Windows* Operating System with Internal Storage Focusing on IPMI Out of Band Management Recipe ID: 19SYAM190000000011-01 Contents Hardware Components...3

More information

CA Unified Infrastructure Management

CA Unified Infrastructure Management CA Unified Infrastructure Management Probe Guide for IIS Server Monitoring iis v1.7 series Copyright Notice This online help system (the "System") is for your informational purposes only and is subject

More information

IP Office. 1403 Phone User Guide. 15-601013 Issue 04a - (16 January 2015)

IP Office. 1403 Phone User Guide. 15-601013 Issue 04a - (16 January 2015) 1403 Phone User Guide 15-601013 Issue 04a - (16 January 2015) 2015 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

CA Nimsoft Monitor. Probe Guide for iseries System Statistics Monitoring. sysstat v1.1 series

CA Nimsoft Monitor. Probe Guide for iseries System Statistics Monitoring. sysstat v1.1 series CA Nimsoft Monitor Probe Guide for iseries System Statistics Monitoring sysstat v1.1 series Legal Notices This online help system (the "System") is for your informational purposes only and is subject to

More information

Oracle IVR Integrator

Oracle IVR Integrator Oracle IVR Integrator Concepts and Procedures Release 11i for Windows NT July 2001 Part No. A86103-03 1 Understanding Oracle IVR Integrator This topic group provides overviews of the application and its

More information

IP Office IP Office Softphone Installation

IP Office IP Office Softphone Installation Softphone Installation - Issue 1a - (15 March 2010) 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate

More information

Monitor Print Popup for Mac. Product Manual. www.monitorbm.com

Monitor Print Popup for Mac. Product Manual. www.monitorbm.com Monitor Print Popup for Mac Product Manual www.monitorbm.com Monitor Print Popup for Mac Product Manual Copyright 2013 Monitor Business Machines Ltd The software contains proprietary information of Monitor

More information

CA Nimsoft Monitor Snap

CA Nimsoft Monitor Snap CA Nimsoft Monitor Snap Configuration Guide for IIS Server Monitoring iis v1.5 series Legal Notices This online help system (the "System") is for your informational purposes only and is subject to change

More information

StreamServe Persuasion SP5 StreamStudio

StreamServe Persuasion SP5 StreamStudio StreamServe Persuasion SP5 StreamStudio Administrator s Guide Rev B StreamServe Persuasion SP5 StreamStudio Administrator s Guide Rev B OPEN TEXT CORPORATION ALL RIGHTS RESERVED United States and other

More information

ShoreTel Enterprise Contact Center Using Agent Toolbar

ShoreTel Enterprise Contact Center Using Agent Toolbar ShoreTel Enterprise Contact Center Using Agent Toolbar USER GUIDES RELEASE 7 Document and Software Copyrights Copyright 1998 2011 ShoreTel, Inc. All rights reserved. Printed in the United States of America.

More information

Dell Statistica. Statistica Document Management System (SDMS) Requirements

Dell Statistica. Statistica Document Management System (SDMS) Requirements Dell Statistica Statistica Document Management System (SDMS) Requirements 2014 Dell Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described

More information

Using Avaya Flare Experience for Windows

Using Avaya Flare Experience for Windows Using Avaya Flare Experience for Windows Release 9.0 Issue 02.01 September 2013 Contents Chapter 1: About Flare Experience... 5 About Flare Experience... 5 Main window... 6 Button descriptions... 10 Chapter

More information

etrust Audit Using the Recorder for Check Point FireWall-1 1.5

etrust Audit Using the Recorder for Check Point FireWall-1 1.5 etrust Audit Using the Recorder for Check Point FireWall-1 1.5 This documentation and related computer software program (hereinafter referred to as the Documentation ) is for the end user s informational

More information

Avaya Contact Center Express Release 5.0 Database Deployment and Management User Guide

Avaya Contact Center Express Release 5.0 Database Deployment and Management User Guide Avaya Contact Center Express Release 5.0 Database Deployment and Management User Guide Release 5.0 August 2010 Contents Contents Preface........................................... 3 Purpose............................................

More information

Web Portal Installation Guide 5.0

Web Portal Installation Guide 5.0 Web Portal Installation Guide 5.0 2011 Quest Software, Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under

More information

BlackShield ID Agent for Terminal Services Web and Remote Desktop Web

BlackShield ID Agent for Terminal Services Web and Remote Desktop Web Agent for Terminal Services Web and Remote Desktop Web 2010 CRYPTOCard Corp. All rights reserved. http:// www.cryptocard.com Copyright Copyright 2010, CRYPTOCard All Rights Reserved. No part of this publication

More information

NetFlow Collection and Processing Cartridge Pack User Guide Release 6.0

NetFlow Collection and Processing Cartridge Pack User Guide Release 6.0 [1]Oracle Communications Offline Mediation Controller NetFlow Collection and Processing Cartridge Pack User Guide Release 6.0 E39478-01 June 2015 Oracle Communications Offline Mediation Controller NetFlow

More information

Dell Active Administrator 8.0

Dell Active Administrator 8.0 What s new in Dell Active Administrator 8.0 January 2016 Dell Active Administrator 8.0 is the upcoming release of Dell Software's complete solution for managing Microsoft Active Directory security auditing,

More information

Deploying Avaya Contact Center Select Software Appliance

Deploying Avaya Contact Center Select Software Appliance Deploying Avaya Contact Center Select Software Appliance Release 6.4 Issue 01.02 December 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Symantec Backup Exec TM 11d for Windows Servers. Quick Installation Guide

Symantec Backup Exec TM 11d for Windows Servers. Quick Installation Guide Symantec Backup Exec TM 11d for Windows Servers Quick Installation Guide September 2006 Symantec Legal Notice Copyright 2006 Symantec Corporation. All rights reserved. Symantec, Backup Exec, and the Symantec

More information

Pulse Redundancy. User Guide

Pulse Redundancy. User Guide Pulse Redundancy User Guide August 2014 Copyright The information in this document is subject to change without prior notice and does not represent a commitment on the part of AFCON Control and Automation

More information

Enterprise Toolbar User s Guide. Revised March 2015

Enterprise Toolbar User s Guide. Revised March 2015 Revised March 2015 Copyright Notice Trademarks Copyright 2007 DSCI, LLC All rights reserved. Any technical documentation that is made available by DSCI, LLC is proprietary and confidential and is considered

More information

CA Nimsoft Monitor. Probe Guide for E2E Application Response Monitoring. e2e_appmon v2.2 series

CA Nimsoft Monitor. Probe Guide for E2E Application Response Monitoring. e2e_appmon v2.2 series CA Nimsoft Monitor Probe Guide for E2E Application Response Monitoring e2e_appmon v2.2 series Copyright Notice This online help system (the "System") is for your informational purposes only and is subject

More information

BlackBerry Enterprise Server Resource Kit BlackBerry Analysis, Monitoring, and Troubleshooting Tools Version: 5.0 Service Pack: 2.

BlackBerry Enterprise Server Resource Kit BlackBerry Analysis, Monitoring, and Troubleshooting Tools Version: 5.0 Service Pack: 2. BlackBerry Enterprise Server Resource Kit BlackBerry Analysis, Monitoring, and Troubleshooting Tools Version: 5.0 Service Pack: 2 Release Notes Published: 2010-06-04 SWD-1155103-0604111944-001 Contents

More information

Workflow Templates Library

Workflow Templates Library Workflow s Library Table of Contents Intro... 2 Active Directory... 3 Application... 5 Cisco... 7 Database... 8 Excel Automation... 9 Files and Folders... 10 FTP Tasks... 13 Incident Management... 14 Security

More information

Sage 100 ERP. Installation and System Administrator s Guide

Sage 100 ERP. Installation and System Administrator s Guide Sage 100 ERP Installation and System Administrator s Guide This is a publication of Sage Software, Inc. Version 2014 Copyright 2013 Sage Software, Inc. All rights reserved. Sage, the Sage logos, and the

More information

StreamServe Persuasion SP5 Control Center

StreamServe Persuasion SP5 Control Center StreamServe Persuasion SP5 Control Center User Guide Rev C StreamServe Persuasion SP5 Control Center User Guide Rev C OPEN TEXT CORPORATION ALL RIGHTS RESERVED United States and other international patents

More information

Using Avaya Communicator for Microsoft Lync 2010 on IP Office Platform

Using Avaya Communicator for Microsoft Lync 2010 on IP Office Platform Using Avaya Communicator for Microsoft Lync 2010 on IP Office Platform Release 9.1 02-604138 Issue 3 May 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure

More information

Using Avaya Aura Messaging

Using Avaya Aura Messaging Using Avaya Aura Messaging Release 6.3.2 Issue 1 December 2014 Contents Chapter 1: Getting Started... 4 Messaging overview... 4 Prerequisites... 4 Accessing your mailbox from any phone... 4 Accessing the

More information

NETWORK PRINT MONITOR User Guide

NETWORK PRINT MONITOR User Guide NETWORK PRINT MONITOR User Guide Legal Notes Unauthorized reproduction of all or part of this guide is prohibited. The information in this guide is subject to change without notice. We cannot be held liable

More information

BrightStor ARCserve Backup for Laptops & Desktops

BrightStor ARCserve Backup for Laptops & Desktops BrightStor ARCserve Backup for Laptops & Desktops Server Administrator and Expert User Guide 11.0 C00027-1E This documentation and related computer software program (hereinafter referred to as the Documentation

More information

Upgrade Guide. CA Application Delivery Analysis 10.1

Upgrade Guide. CA Application Delivery Analysis 10.1 Upgrade Guide CA Application Delivery Analysis 10.1 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is

More information

9236245 Issue 2EN. Nokia and Nokia Connecting People are registered trademarks of Nokia Corporation

9236245 Issue 2EN. Nokia and Nokia Connecting People are registered trademarks of Nokia Corporation 9236245 Issue 2EN Nokia and Nokia Connecting People are registered trademarks of Nokia Corporation Nokia 9300 Configuring connection settings Legal Notice Copyright Nokia 2005. All rights reserved. Reproduction,

More information

Avigilon Control Center 5 System Integration Guide. for Software House C Cure 9000

Avigilon Control Center 5 System Integration Guide. for Software House C Cure 9000 Avigilon Control Center 5 System Integration Guide for Software House C Cure 9000 2011-2015 Avigilon Corporation. All rights reserved. Unless expressly granted in writing, no license is granted with respect

More information

Avaya Web Conferencing User Guide

Avaya Web Conferencing User Guide Avaya Web Conferencing User Guide Version 4.1.20 October 2008 Document number 04-603078 2008 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in

More information

Wave 4.5. Wave ViewPoint Mobile 2.0. User Guide

Wave 4.5. Wave ViewPoint Mobile 2.0. User Guide Wave 4.5 Wave ViewPoint Mobile 2.0 User Guide 2014 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof and Applications

More information

ChangeAuditor. Migration Guide CA-MG-0808-470

ChangeAuditor. Migration Guide CA-MG-0808-470 ChangeAuditor Migration Guide CA-MG-0808-470 Copyright 2008 NetPro Computing, Inc. Disclaimer NetPro Computing, Inc. (NetPro) makes no representations or warranties, either expressed or implied, with

More information

BlackBerry Mobile Conferencing

BlackBerry Mobile Conferencing BlackBerry Mobile Conferencing BlackBerry Device Software 5.0 User Guide Version: 3.0 SWD-1908281-0130021643-001 Contents Conference call basics... 2 About BlackBerry Mobile Conferencing... 2 Join a conference

More information

RSA Authentication Agents Security Best Practices Guide. Version 3

RSA Authentication Agents Security Best Practices Guide. Version 3 RSA Authentication Agents Security Best Practices Guide Version 3 Contact Information Go to the RSA corporate web site for regional Customer Support telephone and fax numbers: www.rsa.com. Trademarks RSA,

More information

Danware introduces NetOp Remote Control in version 7.01 replacing version 7.0 as the shipping version.

Danware introduces NetOp Remote Control in version 7.01 replacing version 7.0 as the shipping version. Release notes version 7.01 Danware introduces NetOp Remote Control in version 7.01 replacing version 7.0 as the shipping version. It s available as a free downloadable upgrade to existing version 7.0 customers

More information

Using Avaya B189 Conference IP Phone

Using Avaya B189 Conference IP Phone Using Avaya B189 Conference IP Phone Release 1.0 16-604295 Issue 1 January 2014 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this

More information

CA Nimsoft Monitor. Probe Guide for URL Endpoint Response Monitoring. url_response v4.1 series

CA Nimsoft Monitor. Probe Guide for URL Endpoint Response Monitoring. url_response v4.1 series CA Nimsoft Monitor Probe Guide for URL Endpoint Response Monitoring url_response v4.1 series Legal Notices This online help system (the "System") is for your informational purposes only and is subject

More information

CA Nimsoft Monitor. Probe Guide for IIS Server Monitoring. iis v1.5 series

CA Nimsoft Monitor. Probe Guide for IIS Server Monitoring. iis v1.5 series CA Nimsoft Monitor Probe Guide for IIS Server Monitoring iis v1.5 series Legal Notices Copyright 2013, CA. All rights reserved. Warranty The material contained in this document is provided "as is," and

More information

DameWare Server. Administrator Guide

DameWare Server. Administrator Guide DameWare Server Administrator Guide About DameWare Contact Information Team Contact Information Sales 1.866.270.1449 General Support Technical Support Customer Service User Forums http://www.dameware.com/customers.aspx

More information

Avaya Engagement Assistant Web Portal Administration

Avaya Engagement Assistant Web Portal Administration Avaya Engagement Assistant Web Portal Administration Release 3.0 April 2015 2014-2015, Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in

More information

Rebasoft Auditor Quick Start Guide

Rebasoft Auditor Quick Start Guide Copyright Rebasoft Limited: 2009-2011 1 Release 2.1, Rev. 1 Copyright Notice Copyright 2009-2011 Rebasoft Ltd. All rights reserved. REBASOFT Software, the Rebasoft logo, Rebasoft Auditor are registered

More information

Avaya 2050 IP Softphone for Windows Release 4.03.081: Read me Document

Avaya 2050 IP Softphone for Windows Release 4.03.081: Read me Document Avaya 2050 IP Softphone for Windows Release 4.03.081: Read me Document Avaya is pleased to announce the availability of the 2050 IP Softphone Release 4.3, which provides feature enhancements and several

More information