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.

September 2007 Getting Started
Installation Guide 11
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued
for Nortel Contact Recording Package Release 6.01. The individual Nortel
Contact Recording and Quality Monitoring software components that you
install may display a different number. This is a known issue that does not
affect system performance. Version 6.01 will be reflected in future software
updates. Use the Nortel Contact Recording and Quality Monitoring
documentation for Release 6.01 with Nortel Contact Recording Release
6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,
and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality
Monitoring 6.0 Service Pack 4.

Getting Started Standard 4.0
12 Nortel Quality Monitoring

Installation Guide 13
Chapter 2
Installation Overview
In this chapter:
Nortel Quality Monitoring Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Component Co-residency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Installation Prerequisite Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Installation Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Installation Overview Standard 4.0
14 Nortel Quality Monitoring
Nortel Quality Monitoring Overview
Nortel Quality Monitoring is an optional component of the Nortel Contact
Recording system. Quality Monitoring is a Windows-based application that
allows users to selectively record and review customer interactions, both
screen and voice. Users can also create forms that evaluate contact center
performance and generate reports on agent or group performance. Nortel
Quality Monitoring includes three components: Server, Client and Agent.
The following diagram shows Nortel Quality Monitoring in context with the
rest of the Nortel Contact Recording system.

September 2007 Installation Overview
Installation Guide 15
The Nortel Quality Monitoring Server communicates with the Nortel
Contact Recording Server, requesting and receiving call recordings (audio)
which it stores locally. The Nortel Quality Monitoring Server also
communicates with the Nortel Quality Monitoring Agent, requesting and
receiving the screens captured during those calls; these files are also stored
locally. Call data and voice (audio) are stored in separate files.
Once a contact recording has been stored, users of the Nortel Quality
Monitoring Client can retrieve, replay and manage the contact data (both
screen and voice content). If a Nortel Call Recording Card (CRC) is
installed at the PBX, users can replay calls over the phone; they can also
monitor calls in progress (Live Monitoring). If the card is not installed, live
monitoring and phone replay is not available. By default, calls are replayed
through the PC speakers. When a user selects a call to replay, the AVI
Conversion Service merges that call’s voice and data files to generate an
.AVI output file. The .AVI file is played back through the Client UI. Once
the .AVI has been generated for a call, it is stored and used whenever that
call is replayed
The Nortel Quality Monitoring Server runs as a service. This service, called
WitnessService, launches other background processes that run the Server-
Client and Server-Agent communications. The service also accesses the
Quality Monitoring database for agent information and call recording
"rules".
The Nortel Quality Monitoring Client includes a suite of applications. Some
applications are used for system and user configuration and maintenance;
others are designed for call review or agent evaluation. These applications
write directly to the Quality database.
The Nortel Quality Monitoring Agent includes the screen capture service,
called Capture Service, and an optional program, AIMtray.exe, that provides
the Agent Initiated Monitoring (AIM) capability. AIM enables the agent to
start and stop call (and screen) recording on demand. The application is
available from the user’s system tray.

Installation Overview Standard 4.0
16 Nortel Quality Monitoring
System Requirements
This section lists the minimum requirements for the Nortel Quality
Monitoring system components.
Server Requirements
The Nortel Quality Monitoring Server can be installed on the same machine
as the Nortel Contact Recording Server when the recorder is not used for
bulk recording. If installing the two components together, follow the
recommendations for the Nortel Contact Recording Server as shown in the
Nortel Contact Recording Planning, Installation and Administration Guide
(297-2183-216).
When installing the Nortel Quality Monitoring Server on another machine,
the machine must meet the minimum requirements listed here.
Hardware:
Processor - Pentium III 1 Ghz or Xeon 700 MHz minimum. Multiple 32-
bit processors optional: dual core, core duo, and quad processors are
supported.
One processor provides acceptable performance for up to 96 channels.
Two processors are recommended for up to 120 channels, which is the
channel limit per server
RAM - 1GB per 100 channels + 25 MB per concurrent user + 5 MB per
concurrent Agent
Storage - 10 GB local storage for operating system (4 GB) and for
supporting applications (excludes call storage)
Network Interface Card (NIC) (100 base T); one NIC per server
CD-ROM drive
Internet connection (for customer interaction center support)

September 2007 Installation Overview
Installation Guide 17
Software:
Operating System - Microsoft Windows Server 2003 SP1
Internet Information Services (IIS) installed with Windows OS.
Database - Microsoft SQL 2000 Database Server at SP4 or greater
Client Requirements
The Nortel Quality Monitoring Client can be installed on the same machine
as the Nortel Quality Monitoring Server for set up and testing purposes.
When installing the Nortel Quality Monitoring Client on a supervisor’s
machine, the machine must meet the minimum requirements listed here.
Hardware:
Processor - Pentium III 500 MHz processor
RAM - 512MB
Storage - 500MB available disk space
Network Interface Card (NIC) (100 base T); one NIC per server
CD-ROM drive
Internet connection (for customer interaction center support)
Software:
Operating System - Windows XP Professional (SP2) or Windows 2000
Professional (SP3 or greater)
Internet Information Services (IIS) installed with Windows OS.
Agent Requirements
The Nortel Quality Monitoring Agent can be installed on the same machine
as the Nortel Quality Monitoring Server for set up and testing purposes.
When installing the Nortel Quality Monitoring Agent on the agent’s
machine, the machine must meet the minimum requirements listed here.

Installation Overview Standard 4.0
18 Nortel Quality Monitoring
Hardware:
Processor - Pentium III 200 MHz, P-300Mhz for use on XP (note data
capture quality increases with faster machines)
RAM - 128 MB
Storage - 75 MB available disk space
Network Interface Card (NIC) (100 MB NIC) per customer’s network
topology
CD-ROM drive, Network Share Access or FTP for application
installation
Internet connection (for customer interaction center support)
Software:
Operating System - Windows 2000 (SP3 or greater) or Windows XP
Professional (SP2)

September 2007 Installation Overview
Installation Guide 19
Component Co-residency
As you set up your system, you may need to install more than one
component on a server.
The chart below shows the currently supported co-resident configurations of
the Nortel Contact Recording and Quality Monitoring system components.
* This co-residency configuration is subject to engineering review/approval
due to potential application contention/performance issues.
Contact
Recording
IP
Contact
Recording
TDM
Viewer/
eWare
Quality
Monitoring Archive
CTI
Integratio
n Adapter
Other
Nortel MA
servers
Contact
Recording
IP
No No Yes* No Yes* No
Contact
Recording
TDM
No Yes* Yes* No Yes* No
Viewer/
eWare
No Yes* No Yes** No No
Quality
Monitoring
Yes * Yes* No Yes* Yes N o
Archive
No No Yes** No No No
CTI
Integration
Adapter
Yes * Yes* No Yes No No
Other
Nortel MA
servers
No No No No No No

Installation Overview Standard 4.0
20 Nortel Quality Monitoring
** Archive and Viewer can be co-resident on the same server as long as the
total channel count does not exceed 144.