Avaya Quality Monitoring Release 11.0 Best Practices Guide

Transcription

1 Avaya Quality Monitoring Release 11.0 Best Practices Guide March 2012

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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