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

21 Chapter 3 - Business Rules Business Rule Examples Business Rule Examples Delete Calls Less Than 30 Seconds Goal: To delete any calls less than 30 seconds. Conditions: Event Type equals Contact End AND Contact Duration is less than 00:00:30 Action: Do Not Store Content The Event Type is required in this rule, otherwise the rule will remove every contact at its beginning when Contact Duration is 0 which is less than 30 seconds. This is a system wide rule. This is only necessary in and previous. 7.8 SP2 and above contains a new purge by duration feature that will not interfere with other business rules. Record Calls Longer Than 3 Minutes Goal: To save calls that are longer than 3 minutes and place in folder. Condition: Contact Duration is greater than 00:03:00 Action: Save Audio and Video The call will start recording after the agent has been on the call for 3 minutes, missing the beginning of the call unless another rule triggers earlier and starts recording at the contact beginning to capture the entire call. This is not an optimal rule. In Quality Monitoring with Full-time Recording, audio will be recorded for the entire call. Only video recording will start late. Save Contacts Longer Than 3 Minutes Goal: Condition: Action: To save calls that are greater than 3 minutes and place in folder. Event Type equals Contact End AND Contact Duration is greater than 00:03:00 End Save Audio and Video The rule triggers at contact end to save the empty contact into the folder. No voice or data is going to be recorded unless another rule is configured to start recording at the beginning of the contact. Alternately, you can create a delete rule for contacts with a duration of less than 3 minutes. The new purging feature would also apply here. Quality Monitoring Best Practices Guide 21

22 Chapter 3 - Business Rules Business Rule Examples Record Calls Transferred in Less Than 30 Seconds Goal: to record calls where the initial contact is less than 30 seconds and then the call is transferred to another agent. Condition: Event Type equals Transferred AND Contact Duration is less than 00:00:30 Action: Save Audio and Video The recording starts from the Transferred event not from the beginning of the call. Record Inbound Calls by Area Code Goal: To record inbound calls based on area codes 404, 678, 770. Condition: Call Direction equals Inbound AND (ANI starts with 404 OR ANI starts with 678 OR ANI starts with 770 ) Action: Save Audio and Video The rule works fine when switch and middleware provides the correct ANI values. Record Outbound Calls by Area Code Goal: To record outbound calls based on area codes 404, 678, 770. Condition: Call Direction equals Outbound AND (DNIS starts with 404 OR DNIS starts with 678 OR DNIS starts with 770 ) Action: Save Audio and Video The rule works fine when switch and middleware provides the correct DNIS values. Quality Monitoring Best Practices Guide 22

23 Chapter 3 - Business Rules Business Rule Examples Delete Inbound Calls by Area Code Goal: To delete inbound calls based on area codes 202, 203. Condition: Call Direction equals Inbound AND (ANI starts with 202 OR ANI starts with 203 ) Action: Do Not Store Content The rule works fine when switch and middleware provides the correct ANI values. Delete Outbound Calls by Area Code Goal: To delete outbound calls based on area codes 202, 203. Condition: Call Direction equals Outbound AND (DNIS starts with 202 OR DNIS starts with 203 ) Action: Do Not Store Content The rule works fine when switch and middleware provides the correct DNIS values. Problem Rule that Never Triggers Goal: The example of problem rule. Conditions: Event Type equals Alerting AND Event Type equals Connect Action: Save Audio and Video This rule will never trigger, because you will never meet both of these conditions at the same time. You want to start recording on one or the other event, so change the AND to OR. Quality Monitoring Best Practices Guide 23

24 Chapter 3 - Business Rules Event Based versus Randomizer Rules Record by Agent Group, Store by Duration Goal: You want to record all contacts of agent group 'CIC 2' into 3 folders split by duration; less than 30 seconds (CIC 2 Short), regular calls (CIC 2), and greater than 15 minutes (CIC 2 long). Solution: Step 1. Rule #0: The customer has to set either: Record 100% Audio and Video into 'TEMP' folder under the conditions (Event Type equals CONNECT) and (Agent Group equals CIC 2) and (Contact Duration is less than 00:00:10). Set the 'TEMP' folder to purge in 1 day. or Configure all channels for 100% Quality Monitoring recording (must have sufficient resources). Step 2. Rule #1: Record 100% Audio and Video into 'CIC 2 short' folder under the conditions (Event Type equals CONTACT_END) and (Agent Group equals CIC 2) and (Contact Duration is less than 00:00:30). Step 3. Rule #2: Record 100% Audio and Video into 'CIC 2' folder under the conditions (Event Type equals CONTACT_END) and (Agent Group equals CIC 2) and (Contact Duration is greater than 00:00:30) and (Contact Duration is less than 00:15:00). Step 4. Rule #3: Record 100% Audio and Video into 'CIC 2 long' folder under the conditions (Event Type equals CONTACT_END) and (Agent Group equals CIC 2) and (Contact Duration is greater than 00:15:00). Event Based versus Randomizer Rules The Randomizer Rule is available for simplicity of recording. You can accomplish the same goals with an Event Based rule that you can with a Randomizer Rule, with the following exception: Event Based Rules can record a percentage of agent calls, but the statistics will be applied to the rule, not to the agents. For example, if you configure the rule to record 5% of the agent calls, it is possible to record 5 calls for one agent, and no calls for another agent because the rule goal is to record 5% of calls overall. Randomizer Rules can also record a percentage of agent calls, but the statistics are applied per agent. For example, if you configure the rule to record 5% of the agent calls, you are guaranteed 5 contacts per agent for every 100 calls they answer. Quality Monitoring Best Practices Guide 24

25 Chapter 3 - Business Rules Building Effective Business Rules Through Rule Conditions Building Effective Business Rules Through Rule Conditions This section describes the attributes used for building the conditions within Event-based Business Rules in Search and Replay. Attribute Operators Values Description Contact Agent Agent Group equals, does not equal Listing of all Groups in the system- Pick List A Group is a subset of equality Users. For example, you may have access to a Group that includes the Users who report to you as well as any Users who do not report to you. So whenever a calls comes into any of the group members, trigger the event based rule. Logged on Duration Less than or Greater Than Hours, Minutes, Seconds- Entry The total number of minutes that the agent has been logged on to the switch when the Contact occurs. Not usable if the login event is missed by the Server. Not useful in Fixed seating environment. Role in Call equals, does not equal Fixed Pick List Containing: The party's action in the Contact, e.g., originator of call (origination), receiver of call (destination), etc. Quality Monitoring Best Practices Guide 25

26 Chapter 3 - Business Rules Building Effective Business Rules Through Rule Conditions Attribute Operators Values Description Connection_Unassign In a conf call scenario, when one connection gets unassigned. The indicated call appearance is going away. When a conference is set up there are initially 2 calls: one with the customer and one with the 2nd agent to be conferenced. When the conference occurs the second call goes away and the first remains with the 3 parties. The conference event has information about both calls, with the 2nd call being indicated by Connection Unassigned Deleted_By These can occur on any event, but are typically on some sort of conference or transfer event. This is similar to the connection unassigned in that it indicates who is going and who is remaining on the call. Deleted By generally indicates the party who is in charge of the call, or the one we are receiving the event on behalf of. Deleted_Party Deleted Party indicates the party that is gone from the call. Destination Receiver of call Origination Originator of call Transferred_By Transferred by party Transferred_Party Transferred to party Supervisor Name equals, does not equal Listing of all Supervisors in the system- pick list The full name of the supervisor of the agent that is handling the Contact. Quality Monitoring Best Practices Guide 26

27 Chapter 3 - Business Rules Building Effective Business Rules Through Rule Conditions Attribute Operators Values Description Agent Name equals, does not equal Listing of all Agent Names (Last Name, First Name) in the system- pick list The full name of the agent that is handling the Contact. Skill equals, does not equal, contains, starts with, ends with Pre-formatted field that allows entry of a 10 digit integer. The Skill Set queue (grouping of agents based upon subject knowledge) the agent is currently logged on to and is configured to handle. Skill Set queues are associated with the agent at login time based upon his or her login ID. equality collects the list of Skill Set queues from log on events. Customer Attributes Customer Attributes entered in the System Configuration and passed through the Quality Monitoring Connect can be used as Business Rule properties. Device Device Group equals, does not equal Listing of device groups configured in the equality System Configuration. Device Name equals, does not equal Listing of device names configured in the equality System Configuration. The group of devices, i.e., device group, where the Contact occurs. Device Group is currently synonymous with Workspace. The device, e.g., telephone, workstation, on which the Contact takes place. Extension equals, does not equal, is less than, is greater than, contains, starts with, ends with Manual entry of extension The telephone extension where the Contact occurs. Queue equals, does not equal, contains, starts with, ends with Manual entry of queue The Skill Set queue used to route the customer interaction being recorded by the Contact. The Skill Set queue is determined at the time the call is received. Quality Monitoring Best Practices Guide 27

28 Chapter 3 - Business Rules Building Effective Business Rules Through Rule Conditions Attribute Operators Values Description System Device Name equals, does not equal Listing of Switches configured in the equality System Configuration. The switch that is handling the Contact. Workspace Name equals, does not equal Listing of Workspaces configured in the equality System Configuration. The physical location where an agent works, e.g., a cubicle, an office, etc., and where the Contact occurs. Work space will contain computers and telephone. Switch ANI equals, does not equal, contains, starts with, ends with Pre-formatted field that allows entry of a telephone number. For inbound calls, the telephone number of the calling party, derived from ANI (Automatic Number Identification). ANI2Digits equals, does not equal, is less than, is greater than, contains, starts with, ends with Pre-formatted field that allows entry of a 2 digit integer. For inbound calls, the additional two digits sent with the call that identifies the type of originating station, e.g., 00 = non-coin service. Primarily used by carriers to bill Customer Owned Coin Operated Telephones (pay phones not owned by a Bell Operating Company). Call Conferenced equals, does not equal Fixed Pick List Containing: TRUE FALSE Indicates if the call was part of a telephone conference. Call Direction equals, does not equal Fixed Pick List Containing: Inbound Internal Outbound Unknown The direction of the call, e.g., inbound, internal, outbound, unknown. DNIS equals, does not equal, is less than, is greater than, contains, starts with, ends with Manual Entry For inbound calls, the seven-digit number of the called party, obtained from DNIS (Dialed Number Identification Service). Number Dialed equals, does not equal, is less than, is greater than, contains, starts with, ends with Manual Entry For outbound or station-to-station calls, the four-digit number of the called party. Quality Monitoring Best Practices Guide 28

29 Chapter 3 - Business Rules Building Effective Business Rules Through Rule Conditions Attribute Operators Values Description Trunk equals, does not equal, is less than, is greater than, contains, starts with, ends with Manual Entry Circuit or channel being used by the call. Trunk Group equals, does not equal, is less than, is greater than, contains, starts with, ends with Manual Entry The group of trunks that is handling the call. The Trunk Group is usually associated with a queue. Contact Duration Less than or Greater Than Hours, Minutes, Seconds- Entry The total number of minutes the Contact lasts. Evaluation Required equals, does not equal, is less than, is greater than, contains, starts with, ends with Time Stamp entry with mask Event Event Domain equals, does not equal Fixed Pick List Containing: Contact_Domain CTI_Domain (All events coming from a CTI device) Gen_Domain Event Type equals, does not equal Fixed Pick List Containing: Adapter Error Adapter Restarted Alerting Begin Call The logical identifier for classifying a collection of related Contact events. The code that identifies specific Contact events within the Event.Domain, e.g., capturing AIM (Agent Initiated Monitoring) events. Contact terminated due to Adapter error Contact terminated error due to adapter error/ restart CTI Domain: Event indicating phone is ringing at an extension. CTI Domain: Event indicating that a new call has arrived into the switch or extension. Aspect switch only. Quality Monitoring Best Practices Guide 29

30 Chapter 3 - Business Rules Building Effective Business Rules Through Rule Conditions Attribute Operators Values Description Conferenced Connect Contact Agent Block Contact Agent Initiate Contact Annotation Contact Begin Contact Block Contact Data Contact End Contact Start Monitor Contact Start Record Contact Stop Monitor Contact Stop Record Disconnect End Call Follow Up Completed CTI Domain: Event indicates a station to station conference just began. CTI Domain: Phone answered. Contact Domain: Agent Initiated block event. Contact Domain: Agent Initiates recording Contact Domain:Agent enters AIM annotation Contact Domain:First event Contact Domain:eQC event to block monitoring Contact Domain:Extra Attribute info Contact Domain:Contact end Contact Domain: eqc event that starts monitoring Contact Domain: eqc event to start recording Contact Domain: eqc event to stop monitoring Contact Domain: eqc event to stop recording CTI Domain: Event indicating that people disconnected from a call CTI Domain: Event indicating that there are no longer any participants in a call. Aspect switch only. Follow up record ended - agent took new call. Quality Monitoring Best Practices Guide 30

31 Chapter 3 - Business Rules Building Effective Business Rules Through Rule Conditions Attribute Operators Values Description Follow Up Timer Expired Follow Up Timer Started Held Picked Queued Rejected Retrieved Routed Transferred Follow up ended, time is up Follow up started, call over. CTI Domain: Event indicating that an agent put someone on hold. CTI Domain: Event indicating that call answered from an extension other than the ringing extension. CTI Domain: Event indicating call was placed in a queue. CTI Domain: Event indicating a call that has not been answered and always follows an alerting event. CTI Domain: Event indicating call was retrieved from a Hold state. In some cases, a new CONNECTED event will be captured and stored. CTI Domain: Call routed to a queue/agent group/hunt group. CTI Domain: Event indicating transfer of call from one station to another Quality Monitoring Best Practices Guide 31

32 Chapter 4 Database Scripts This chapter discusses best practices regarding database scripts. This chapter describes the following topics: Deleting Agent Groups in the Database, page 33 Viewing Back-end Agent Group Values, page 33 Miscellaneous "Get" scripts, page 33

33 Chapter 4 - Database Scripts Deleting Agent Groups in the Database Deleting Agent Groups in the Database To delete an Agent Group: delete from sys_device_skill where skill_number = '11000' (where "11000" is an Agent Group value) To delete more than one Agent Group: delete from sys_device_skill where skill_number between '11001' and '11005' NOTE: "11001" and "11005" are both Agent Group values. Ensure the value after the word BETWEEN is smaller than the value after the word AND. Viewing Back-end Agent Group Values To see the back-end Agent Group value of the Agent Groups, sorted by skill number: select * from sys_device_skill order by skill_number To see the back-end Agent Group value of the Agent Groups, sorted by the day created: select * from sys_device_skill order by i created Miscellaneous "Get" scripts To Get EXTENSIONs that have contacts associated with TELEPHONEs: SELECT EXT.PHONE_NUMBER AS Extensions, ext.sys_device_pk, ext.blocked, ext.ignored, phone.is_primary_ext, phone.cont_device_pk FROM SYS_DEVICE_EXT EXT, PHONE_EXT_CFG PHONE, CONT_DEVICE CDV, DEVICE WHERE EXT.SYS_DEVICE_EXT_PK = PHONE.SYS_DEVICE_EXT_PK AND PHONE.CONT_DEVICE_PK = CDV.CONT_DEVICE_PK AND CDV.DEVICE_PK = DEVICE.DEVICE_PK order by PHONE_NUMBER Quality Monitoring Best Practices Guide 33

34 Chapter 4 - Database Scripts Miscellaneous "Get" scripts To Get WORKSPACEs that have contacts associated with TELEPHONEs: SELECT distinct WSP.NAME As Workspaces FROM WORK_SPACE WSP, DEVICE_GROUP DVG, GRP_CONT_DEV_ASS GRP, CONT_DEVICE CDV, DEVICE WHERE WSP.WORK_SPACE_PK = DVG.WORK_SPACE_PK AND DVG.DEVICE_GROUP_PK = GRP.DEVICE_GROUP_PK AND GRP.CONT_DEVICE_PK = CDV.CONT_DEVICE_PK AND CDV.DEVICE_PK = DEVICE.DEVICE_PK AND DEVICE.DEVICE_TYPE_PK = 1 order by WSP.NAME To Get WORKSPACEs that have contacts associated with WORKSTATIONs: SELECT distinct WSP.NAME As Workspaces FROM WORK_SPACE WSP, DEVICE_GROUP DVG, GRP_CONT_DEV_ASS GRP, CONT_DEVICE CDV, DEVICE WHERE WSP.WORK_SPACE_PK = DVG.WORK_SPACE_PK AND DVG.DEVICE_GROUP_PK = GRP.DEVICE_GROUP_PK AND GRP.CONT_DEVICE_PK = CDV.CONT_DEVICE_PK AND CDV.DEVICE_PK = DEVICE.DEVICE_PK AND DEVICE.DEVICE_TYPE_PK = 2 order by WSP.NAME To Get TELEPHONE from EXTENSION (where "39935" is the extension): select d.name as 'Telephone name', d.device_pk, d.sys_device_pk, d.device_type_pk, d.description from phone_ext_cfg phone, cont_device cont, device d, sys_device_ext ext where ext.phone_number = '3004' and ext.sys_device_ext_pk = phone.sys_device_ext_pk and phone.cont_device_pk = cont.cont_device_pk and cont.device_pk = d.device_pk To Get WORKSPACE from EXTENSION (where "3000" is the extension): select w.* from work_space w, device_group dg, grp_cont_dev_ass grp, cont_device cont, phone_ext_cfg phone, sys_device_ext ext where w.work_space_pk = dg.work_space_pk and dg.device_group_pk = grp.device_group_pk and grp.cont_device_pk = cont.cont_device_pk and cont.cont_device_pk = phone.cont_device_pk and phone.sys_device_ext_pk = ext.sys_device_ext_pk and ext.phone_number = '3000' To Get TELEPHONE(s) / WORKSTATION(s) from WORKSPACE (where "space 1" is the workspace name): NOTE: Device_type_pk value of 1 denotes telephone(s). Any other value refers to workstation(s) select w.name as 'workspace name', device.name as 'device name', c.cont_device_pk, c. device_pk, c.cont_dev_type_pk, device.device_type_pk from cont_device c, grp_cont_dev_ass grp, device_group d, work_space w, device where w.work_space_pk = d.work_space_pk and d.device_group_pk = grp.device_group_pk and grp.cont_device_pk = c.cont_device_pk and c.device_pk = device.device_pk and w.name = 'space 1' order by w.name Quality Monitoring Best Practices Guide 34

35 Chapter 4 - Database Scripts Miscellaneous "Get" scripts To Get WORKSPACE from TELEPHONE / WORKSTATION name (where "Test3000" is the telephone/workstation name): select w.name as 'workspace name', device.name as 'device name', c.cont_device_pk, c. device_pk, c.cont_dev_type_pk from cont_device c, grp_cont_dev_ass grp, device_group d, work_space w, device where d.work_space_pk = w.work_space_pk and grp.device_group_pk = d.device_group_pk and c.cont_device_pk = grp.cont_device_pk and device.device_pk = c.device_pk and device.name = 'Test3000' To Get WORKSPACEs that don't contain both TELEPHONEs and WORKSTATIONs: select ws.name as 'Name', ws.work_space_pk as 'Pks' from WORK_SPACE ws where ws.work_space_pk not in ( select dg.work_space_pk from DEVICE_GROUP dg where dg.device_group_pk in (select grp.device_group_pk from GRP_CONT_DEV_ASS grp where grp.cont_device_pk in (select cd.cont_device_pk from CONT_DEVICE cd where cd.device_pk in( select dev.device_pk from DEVICE dev where dev.device_type_pk = 1 -- Telephone or dev.device_type_pk = 2 --Workstation ) ) ) ) To Get WORKSPACEs that don't contain TELEPHONEs: select ws.name as 'Name', ws.work_space_pk as 'Pks' from WORK_SPACE ws where ws.work_space_pk not in ( select dg.work_space_pk from DEVICE_GROUP dg where dg.device_group_pk in (select grp.device_group_pk from GRP_CONT_DEV_ASS grp where grp.cont_device_pk in (select cd.cont_device_pk from CONT_DEVICE cd where cd.device_pk in( select dev.device_pk from DEVICE dev where dev.device_type_pk = 1 -- Telephone ) ) ) ) Quality Monitoring Best Practices Guide 35

36 Chapter 4 - Database Scripts Miscellaneous "Get" scripts To Get WORKSPACEs that don't contain WORKSTATIONs: select ws.name as 'Name', ws.work_space_pk as 'Pks' from WORK_SPACE ws where ws.work_space_pk not in ( select dg.work_space_pk from DEVICE_GROUP dg where dg.device_group_pk in (select grp.device_group_pk from GRP_CONT_DEV_ASS grp where grp.cont_device_pk in (select cd.cont_device_pk from CONT_DEVICE cd where cd.device_pk in( select dev.device_pk from DEVICE dev where dev.device_type_pk = 2 --Workstation ) ) ) ) To Get all EXTENSIONs which don't use TELEPHONEs (unassigned): select distinct ext.* from sys_device_ext ext where ext.sys_device_ext_pk not in (select phone.sys_device_ext_pk from phone_ext_cfg phone) To Get all SYS_DEVICE_EXT_PKs assigned to telephone 'Test3000' (where "Test3000" is the telephone name): NOTE: "is_primary_ext" value of "T" denotes primary extension. Any other value refers to secondary extensions. select phone.* from phone_ext_cfg phone, cont_device cont, device dev where dev.name = 'Test3000' and dev.device_pk = cont.device_pk and cont.cont_device_pk = phone.cont_device_pk order by is_primary_ext desc To Get all EXTENSIONs assigned to telephone 'Test3000' (where "Test3000" is the telephone name): NOTE: "is_primary_ext" value of "T" denotes primary extension. Any other value refers to secondary extensions. select ext.phone_number as 'Extension', ext.sys_device_pk, ext.blocked, ext.ignored, phone.is_primary_ext, phone.cont_device_pk from phone_ext_cfg phone, cont_device cont, device dev, sys_device_ext ext where dev.name = 'Test3000' and dev.device_pk = cont.device_pk and cont.cont_device_pk = phone.cont_device_pk and phone.sys_device_ext_pk = ext.sys_device_ext_pk Quality Monitoring Best Practices Guide 36

37 Chapter 4 - Database Scripts Miscellaneous "Get" scripts To Get PERSON using Logon ID '1001' (where "1001" is the Logon ID): select per.login_name, per.first_name, per.last_name from person per, agent_identifier iden, sys_agent_id ide where per.person_pk = iden.person_pk and iden.sys_agent_id_pk = ide.sys_agent_id_pk and ide.value = '1001' To Get PERSON using Telephone 'Test3000' (where "Test3000" is the telephone name): select per.login_name, per.first_name, per.last_name from person per, agent_identifier iden, agent_extension ext, cont_device cont, device dev where per.person_pk = iden.person_pk and iden.sys_agent_id_pk = ext.sys_agent_id_pk and ext.cont_device_pk = cont.cont_device_pk and cont.device_pk = dev.device_pk and dev.name = 'Test3000' To Get SUPERVISOR from AGENT (where "Bao" is the agent's first name and "Nguyen" is the agent's last name): select Login_name, First_name, Last_name, person_pk from person where person_pk IN ( select p.supervisor_pk from person p where p.first_name = 'Bao' and p.last_name = 'Nguyen') Quality Monitoring Best Practices Guide 37

38 Chapter 5 How To This chapter includes some other common instructions you may need. This chapter describes the following topics: Changing the Default Screen Capture Module Port, page 39 Log Configuration to Troubleshoot Screen Capture Module, page 40 Defining the Exports Directory on a Network Drive, page 40 Reduce the Size of Captured Video Data, page 41 Database Password, page 42 Reducing Latency when Recording using D/82JCT-U, page 43 Pause and Resume for AIM, page 44 Timeout Registry Settings, page 44 Selective Recording ACR, page 45 Moving Quality Monitoring Content to an External Drive, page 46

39 Chapter 5 - How To Changing the Default Screen Capture Module Port Changing the Default Screen Capture Module Port Screen Capture Module running on a regular workstation (not a Terminal Server) uses hard coded port 4001 that cannot be changed through software configuration. To change the port: 1 Stop the Quality Monitoring services on the Quality Monitoring servers and the Capture Service on every agent workstation. 2 Change the capture port on every agent workstation. To change the port edit the AgentSocketPort registry setting under the HKLM\SOFTWARE\Witness Systems\eQuality Agent\Capture\Current Version registry key. 3 Change the port on every Quality Monitoring erecorder server. To change the port: a. Make a backup of the ddbmainref.mdb located in.\ecorder\01\databases. b. Open ddbmainref.mdb using Microsoft Access. c. Go to View->Database Objects->Queries. d. Right-click AddUDPParam, select Design View. e. Locate 4001 in the query and change it to the desired port number. It must be the same port you set on the agent workstations in step 2. f. Save the change. g. Exit MS Access. 4 Restart the services stopped in step 1. Step 3 is not needed for changing of the default port for the capture running on a Terminal server (default port 4002). A software upgrade may reset the port in the ddbmainref.mdb. Repeat the above procedure. Quality Monitoring Best Practices Guide 39

40 Chapter 5 - How To Log Configuration to Troubleshoot Screen Capture Module Log Configuration to Troubleshoot Screen Capture Module When troubleshooting Screen Capture Module issues, the following changes should be made on the agent machine (or the terminal server) before getting capture and capture service logs: 1 Install the latest available Screen Capture Module installation package. 2 Make the following changes in the registry: Set AgentLogLevel to 4 Set AgentLogAppend to 1 Set ServiceLogLevel to 3 Set ServiceLogAppend to 1 3 Restart capture service. 4 On a Vista or a Terminal Server ask the agent(s) to log off and log on. Defining the Exports Directory on a Network Drive 1 Identify the network server where exported contacts are to be saved. Create a shared directory on the server with the share name Exports. 2 On the erecorder server(s) verify that the Exports shared directory can be read from and written to using the erecorder service account. 3 On the Quality Monitoring Web server, review the Quality Monitoring Apache Tomcat service Properties. On the Log On tab, if the service is configured to log on as the Local System account, you will need to change it to a domain account that can access (read and write) the Exports share. The account you specify must be granted the "Log On As a Service" privilege. 4 Make sure the Quality Monitoring Apache Tomcat service can start without errors using the newly specified account. 5 Start System Administration. For every erecorder server, change the Export AVI Path to point to the new shared directory like this: \\server_name\exports 6 Stop the Quality Monitoring services, including the Quality Monitoring Apache Tomcat service. 7 On the erecorder server(s) open the registry editor and find the eqrecord keys, typically HKLM\SOFTWARE\Witness\eQRecord. Modify the ExportLocalPath string with the same value you specified in System Administration (see step 5 above). Quality Monitoring Best Practices Guide 40

41 Chapter 5 - How To Reduce the Size of Captured Video Data 8 On the Quality Monitoring Web server, locate the local Tomcat directory; open the conf\server.xml file in a text editor. Search for "export". The line you want to modify has the "<context path"... following the "docbase" variable; you will see a reference to your current Export folder path. Replace this path definition with the one you specified earlier in steps 5 and 7. Save the server.xml file. 9 Restart the Quality Monitoring Apache Tomcat and the Quality Monitoring services. 10 Start the Quality Monitoring application and try to export a contact. Confirm that the exported content (AVI file) has been created on the network server's share. When presented with the option to View or the contact, choose the option to View and verify that the interface can play back the exported content. Reduce the Size of Captured Video Data The video data size reduction can be done by: 1 Setting the ColorReduction registry setting to 1 on agent machines. 2 Increase the Key Frame Rate to 60 sec. To do this add (or change) a DWORD setting with the name Key_Frame_Rate under the HKLM\SOFTWARE\Witness\eQRecord key on the erecorder server(s). Set it to Increase the Poll Rate to 2 sec. To do this in the registry_value table in the Quality Monitoring database find the row with name = 'PollRate' and change the dword_value from 1000 to Restart the services after the changes. Quality Monitoring Best Practices Guide 41

42 Chapter 5 - How To Database Password Database Password If the database password changes, you need to use the User Credentials Update tool to update the password in Quality Monitoring. 1 On the Quality Monitoring server, launch the WitsBSUserCredentials.exe tool from the Quality Monitoring installation directory, typically <Program Files>\Witness\QM. 2 Set Quality Monitoring as the Application Type and type the user name and the new password. The password must be identical to the password you set on the Database server. 3 Click Update. The tool updates this information in the registry (HKLM\Software\Witness\BDR\Database: Password) After this is done, you are prompted to restart the Quality Monitoring services. For a complete list of services, see the Services, page Click Yes. The Quality Monitoring services re-start. Quality Monitoring Best Practices Guide 42

43 Chapter 5 - How To Reducing Latency when Recording using D/82JCT-U Reducing Latency when Recording using D/82JCT-U Initiating Service Observe using D/82JCT-U may take 2-3 seconds, which may result slight latency in recording voice. The latency can be reduced or completely eliminated by implementing the following rules: 1 Whenever possible use the Alerting event for event-based business rules. 2 On the BDR server create or edit a DWORD registry setting AlertingExpirationTimeout under the BDR\CallManager registry key. Set the setting to Create a business rule to reject calls that have duration less than 15 seconds. Use the Do Not Store Content setting in the Action tab of the Business Rule screen to reject the short calls. 4 On the erecorder server create or edit a DWORD registry setting TSAdjustment under the eqrecord key. Set the setting to 1. Quality Monitoring Best Practices Guide 43

44 Chapter 5 - How To Pause and Resume for AIM Pause and Resume for AIM You can install the Pause and Resume feature for AIM using a silent installation parameter. Pause and Resume Recording To ensure proper security, agents can pause call recording, then resume recording, using the AIM interface or by integrating Data Driven Recording or by sending HTTP requests from a browser or application through the Quality Monitoring Connect adapter. Typically, the Pause and Resume feature is used when private information, such as credit card numbers or passwords, is discussed during a call. Both audio and video recording will pause and resume when requested. Silent Install AIM Properties For a complete list of the silent install properties, see the Quality Monitoring Installation guide. Timeout Registry Settings You can configure timeout registry settings to troubleshoot Search and Replay or contact playback timeouts or control call clipping. Search and Replay or Playback If you have timeout issues when logging into Search and Replay or playing back a contact, you can add a 'Socket Timeout' DWORD value to Windows registry. Add the Socket Timeout DWORD under 'SOFTWARE\Witness\eQuality\Command' key. This DWORD allows you to adjust the socket timeout value. The default value of the Socket Timeout is 30 seconds. Call Clipping You can control call clipping using the following registry settings: AlertingExpirationTimeout BeginCallExpirationTimeout CallExpirationTimeout Quality Monitoring Best Practices Guide 44

45 Chapter 5 - How To Selective Recording ACR AlertingExpirationTimeout HKLM\SOFTWARE\Witness\BDR\CallManager\AlertingExpirationTimeout The NT Registry control, AlertingExpirationTimeout, sets the timeout length before Quality Monitoring will throw away a stand-alone Alerting event and its Quality Monitoring contact to avoid wasting resources. This setting is used at some sites to protect from call clipping errors. The recommended value is 0x (40). BeginCallExpirationTimeout [HKLM\SOFTWARE\Witness\BDR\CallManager\BeginCallExpirationTimeout] The NT Registry control, BeginCallExpirationTimeout, sets the timeout length before Quality Monitoring will throw away a stand-alone Begin_Call event and its Quality Monitoring contact to avoid wasting resources. This setting is used at some sites to protect from call clipping errors. The recommended value is 0x (20). CallExpirationTimeout [HKLM\SOFTWARE\Witness\BDR\CallManager\CallExpirationTimeout] The NT Registry control, CallExpirationTimeout, sets the maximum length of a contact. Contacts longer than this length are considered too long and Quality Monitoring will end these long calls to avoid wasting resources. This setting is used at some sites to protect from call clipping errors. The recommended value is 0x00001c20(7200). Selective Recording ACR After upgrading from a Quality Monitoring with Full-time Recording (ACR 100% Voice and Quality Monitoring) solution to the new Selective ACR solution, make the following changes: In System Administration > Root Settings > General tab, clear the QM with Full-time recording option. Leave the Viewer Host, Web service URL, Username, and Password values as previously defined. Manually modify, or re-run the database scripts, or add new business rule(s) to trigger contacts from selective recording: Event or Random rules with Video only should be switched to Audio and Video Event or Random rules with Audio only should be left as previously defined Schedule rules should be left as previously defined Quality Monitoring Best Practices Guide 45

46 Chapter 5 - How To Moving Quality Monitoring Content to an External Drive Moving Quality Monitoring Content to an External Drive You can move Quality Monitoring content data to an external drive when necessary. 1 Suspend Quality Monitoring site usage and stop all Quality Monitoring services. 2 Copy the local storage (.ecorder\01\data with all subfolders) to the external drive. 3 Share the directory (.ecorder\01\data) on the external drive as Content. For more information on sharing directories, see the online help provided with your Operating System. 4 On every erecorder server, change the ContentLocalPath in the registry to point to the new share using a URI, such as \\newserver\content. For more information on altering registry settings, see the online help provided with your Operating System. 5 In System Administration, for each erecorder server configuration area, change the Content Path for every erecorder server to point to the new location (use the same URI as above). 6 Start all Quality Monitoring services and resume Quality Monitoring site usage. Quality Monitoring Best Practices Guide 46

47 Chapter 6 Playback and Live Monitor Support Quality Monitoring on its own fully supports playback and live monitor using either the telephone or a PC speaker. However, Quality Monitoring with Full-time Recording environments have specific playback and live monitor support requirements and limitations. Playback always requires an integration with the switch. Standalone Quality Monitoring uses TDM cards. Quality Monitoring environments that do not use TDM cards can use Audio Server to integrate with the switch. Live monitoring that is done through Quality Monitoring integrates with the switch using TDM cards. Quality Monitoring environments that do not use TDM cards can use the Observer (PC speaker) or Web Observer (phone) application. However, when Observer or Web Observer is used for live monitoring, the system cannot synchronize the audio and video (screen) data. This chapter covers the following topics: Overview, page 48 Stand Alone Quality Monitoring, page 49 Quality Monitoring with Full-time Recording (IP or TDM), page 49 Quality Monitoring with ACR Full-time Recording, page 50 Quality Monitoring with ACR Selective Recording, page 51

48 Chapter 6 - Playback and Live Monitor Support Overview Overview The following table provides a high level indication if the environment has playback or live monitor limitations: Green - supported, no limitations Yellow - limitations, but will work under a specific configuration Red - limitations, not supported Environment Audio Playback Audio Live Monitor Stand Alone Quality Monitoring Quality Monitoring with Full-time Recording (TDM/IP) Quality Monitoring ACR Full-time Recording Quality Monitoring with ACR Selective Quality Monitoring with ACR Selective Phone PC Speaker Phone PC Speaker Quality Monitoring Best Practices Guide 48

49 Chapter 6 - Playback and Live Monitor Support Stand Alone Quality Monitoring Stand Alone Quality Monitoring The following table outlines the impact of the stand alone Quality Monitoring recording configuration on audio playback and live monitor functionality: Audio Playback Audio Live Monitor Phone PC Speaker Phone PC Speaker Fully Supported Fully Supported Fully Supported Fully Supported A TDM switch interface card, such as dialogic, is required on the Quality Monitoring server to: record audio (i.e. receiving the audio from the switch) playback audio over the phone monitor audio over the phone in real time Audio and screen playback is synchronized. Quality Monitoring with Full-time Recording (IP or TDM) The following table outlines the impact of the Quality Monitoring with Full-time recording (IP or TDM) configuration on audio playback and live monitor functionality: Audio Playback Audio Live Monitor Phone PC Speaker Phone PC Speaker Supported with Audio Server Fully Supported Supported if the switch has a TDM interface or the Web Observer application is used. Supported if the switch has a TDM interface or the Observer application is used. When Web Observer is used, the audio and screen data will not be synchronized. When Observer is used, the audio and screen data will not be synchronized. A interface card is required in Quality Monitoring for recording and playing back Live Monitor contacts. This is the desired solution since it allows Live Monitor audio and screens to be synchronized through Quality Monitoring. The audio server has a dialogic or equivalent voice card as well and is used by the Full-time Recorder to connect to the switch. The Full-time Recorder connects to the switch to playback or live monitor audio through the phone. The Web Observer application (phone) or Observer application (PC speaker) can replace Quality Monitoring for Live Monitor. This solution should only be used if Quality Monitoring cannot connect to the switch for Live Monitoring. Quality Monitoring Best Practices Guide 49

50 Chapter 6 - Playback and Live Monitor Support Quality Monitoring with ACR Full-time Recording Quality Monitoring with ACR Full-time Recording The following table outlines the impact of the Quality Monitoring with Full-time recording (ACR+) configuration on audio playback and live monitor functionality: Audio Playback Audio Live Monitor Phone PC Speaker Phone PC Speaker Fully Supported since Audio Server is built into the ACR. Fully Supported Supported when Quality Monitoring is the server and Quality Monitoring has one of the following: a switch that supports hybrid telephony interface for TDM plus an interface card in the Quality Monitoring server service observe is used from the supervisor phone. Supported when the ACR recorder is the server and Live Monitor ports are configured on the ACR recorder. Supported when Quality Monitoring has a switch that supports hybrid telephony interface for TDM plus a Dialogic card in Quality Monitoring server. Not Supported when the ACR recorder is the server. ACR cannot Live Monitor using the PC Speaker. The ACR recorder contains a built-in Audio Server component which is used by Viewer to replay recordings to the phone. ACR+ uses single step conferencing to record the audio instead of using service observe - therefore service observe limitations do not apply. The observer/web observer applications for Live Monitor are not supported for OEM recorders. In this case there is no need for the applications as the supervisor can use the service observe feature from the phone. Quality Monitoring Best Practices Guide 50

51 Chapter 6 - Playback and Live Monitor Support Quality Monitoring with ACR Selective Recording Quality Monitoring with ACR Selective Recording The following table outlines the impact of the Quality Monitoring with ACR Selective configuration on audio playback and live monitor functionality: Audio Playback Audio Live Monitor Phone PC Speaker Phone PC Speaker Fully Supported since Audio Server is built into the ACR. Fully Supported Supported when Quality Monitoring is the server and Quality Monitoring has one of the following: a switch that supports hybrid telephony interface for TDM plus an interface card in the Quality Monitoring server service observe is used from the supervisor phone. Supported when the ACR recorder is the server and Live Monitor ports are configured on the ACR recorder. Supported when Quality Monitoring has a switch that supports hybrid telephony interface for TDM plus a Dialogic card in Quality Monitoring server. Not Supported when the ACR recorder is the server. ACR cannot Live Monitor using the PC Speaker. ACR (Selective Quality) uses Service Observe to record the calls. On Communication Manager 3.x, a side-effect of using service observe to record calls (as used by Station Bulk and Station Executive recording modes) is that this switch feature is no longer accessible to supervisors who wish to use it. To mitigate this, one or more ports on a ContactStore for Communication Manager can be assigned for Live Monitor use. Supervisors can dial into these ports and dial the number of the station they wish to observe. The audio being recorded is relayed to them giving similar functionality to service observe. With Communication Manager 4.0 and above, two service observe sessions can be in progress on the same call and it is therefore unlikely that you will need to use Live Monitor ports. The observer/web observer for Live Monitor are NOT supported for the OEM recorders - in this case there is no need for it as the supervisor can use either Quality Monitoring or the Live Monitor Ports and on the newer Communication Manager the limitation is two service observes per call. The ACR recorder contains a built-in Audio Server component which is used by Viewer to replay recordings to the phone. Quality Monitoring Best Practices Guide 51