Nortel Quality Monitoring User manual

Nortel Quality Monitoring
Installation Guide
Product Release 6.01 Standard 4.0 September 2007
297-2183-948

Nortel Quality Monitoring
Installation Guide
Publication number: 297-2183-948
Product release: 6.01
Document release: Standard 4.0
Date: September 2007
Copyright © 2007 Nortel Networks, All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors.
Only expressly authorized individuals under obligations of confidentiality are permitted to
review materials in this document. By reviewing these materials, you agree to not disclose
these materials to any third party unless expressly authorized, and to protect the materials
as confidential and trade secret information. Any unauthorized review, retransmission,
dissemination or other use of these materials is strictly prohibited. If you are not authorized
to review these materials, please return these materials (and any copies) from where they
were obtained. All materials found herein are provided "AS IS" and without warranty of any
kind.Information is subject to change without notice.
Information is subject to change without notice. Nortel Networks reserves the right to make
changes in design or components as progress in engineering and manufacturing may
warrant.
The process of transmitting data and call messaging between the Nortel Quality Monitoring
server and the switch or the system is proprietary to Nortel Networks. Any other use of the
data and the transmission process is a violation of the user license unless specifically
authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds
for an immediate termination of the license and Nortel Networks reserves the right to seek
all allowable remedies for such breach.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.

Installation Guide iv
Revision history
September 2007 Standard 4.0. Nortel Quality Monitoring Installation
Guide is up-issued for Product Release 6.01.
April 2007 Standard 3.0. Updates to hardware requirements in
Chapter 2, Getting Started.
March 2007 Standard 2.0. Nortel Quality Monitoring Installation
Guide is released.
November 2006 Standard 1.0. Nortel Quality Monitoring Installation
Guide is released.
July 2006 Nortel Quality Monitoring Installation Guide reformatted
according to Nortel guidelines.

Installation Guide v
Contents
Getting Started 7
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11
Installation Overview 13
Nortel Quality Monitoring Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Component Co-residency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Installation Prerequisite Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Nortel Quality Monitoring Server Installation 25
Nortel Quality Monitoring Server Overview . . . . . . . . . . . . . . . . . . . . . . . 26
Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Installing the Server Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Creating the Nortel Quality Monitoring Database . . . . . . . . . . . . . . . . . . . 51
Final Steps for the Nortel Quality Monitoring Server Setup . . . . . . . . . . . 56
Upgrading to Release 6.01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Nortel Quality Monitoring Client Installation 65
Nortel Quality Monitoring Client Overview . . . . . . . . . . . . . . . . . . . . . . . 66
Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Installing the Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Populating the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Nortel Quality Monitoring Agent Installation 89
Nortel Quality Monitoring Agent Overview . . . . . . . . . . . . . . . . . . . . . . . 90
Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Installing the Agent Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Making Configuration Changes after Installation . . . . . . . . . . . . . . . . . . 102

Contents Standard 4.0
vi Nortel Quality Monitoring
Verifying the Installation 105
Basic test procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Quality Monitoring in a Citrix Environment 113
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Setting up the Quality Monitoring Client . . . . . . . . . . . . . . . . . . . . . . . . . 115
Setting Up the Nortel Quality Monitoring Agent . . . . . . . . . . . . . . . . . . . 118
Checking the Quality Monitoring Server Settings . . . . . . . . . . . . . . . . . . 120
Setting the Citrix Application Security Policy . . . . . . . . . . . . . . . . . . . . . 122
Problems and Resolutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Silent Agent Installation 129
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Properties for Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Quality Monitoring FAQs 147
Notification System 153
Feature Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Installation Guide 7
Chapter 1
Getting Started
In this chapter
Intended audience 8
How to get help 9
Software and documentation version numbering 11

Getting Started Standard 4.0
8 Nortel Quality Monitoring
Intended audience
The Nortel Quality Monitoring Installation Guide provides details of how to
install and configure the Nortel Quality Monitoring software.
This guide is designed to be used by professional services staff, business
partners, and system integrators.
Additional references
The following Nortel Quality Monitoring guides contain additional
information you may find helpful.
Administration Guide
Evaluations Guide
Graphing and Reporting Guide
Server Infrastructure Guide

September 2007 Getting Started
Installation Guide 9
How to get help
This section explains how to get help for Nortel products and services.
However, before contacting Nortel for support, consult the Troubleshooting
section of this guide.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation for Nortel
Contact Recording and Quality Monitoring, click on the following link:
The Nortel page for Nortel Contact Recording and Quality Monitoring
documentation is located at http://www.nortel.com/helmsman.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel
Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
open and manage technical support cases

Getting Started Standard 4.0
10 Nortel Quality Monitoring
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also get
help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your
product or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, you can contact the technical support staff
for that distributor or reseller.