Nortel Viewer User manual

Nortel Viewer
Installation Guide
Product Release 6.01 Standard 4.0 September 2007
297-2183-956

Nortel Viewer
Installation Guide
Publication number: 297-2183-956
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.
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 Meridian 1 and Nortel
Viewer 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 trademarks of Nortel Networks.
All other trademarks are the property of their respective owner.

Installation Guide iv
Revision history
September 2007 Standard 4.0. Nortel Viewer Installation Guide is
up-issued for Product Release 6.01.
May 2007 Standard 3.0. Update to Chapter 3, Configuring
Nortel Viewer.
March 2007 Standard 2.0. Nortel Viewer Installation Guide is
released.
November 2006 Standard 1.0. Nortel Viewer Installation Guide is
released.
July 2006 Nortel Viewer 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
Installing Nortel Viewer 13
Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Configuring Viewer 27
Configuring the system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Adding users to a role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Adding a location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Adding a system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Capture platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Adding Capture Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Creating queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Creating a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Using the Auditing Tool 55
Using the audit tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Supplemental Configuration Information 57
SSL and X.509 certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Component certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
ODBC configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Citrix terminal server clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Sample Topologies for Viewer redirection. . . . . . . . . . . . . . . . . . . . . . . . . 64
Installation log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
NT Event Log and Audit Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Backing up software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Time synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Changing the codec to stream audio to client browsers . . . . . . . . . . . . . . . 70

Contents Standard 4.0
vi Nortel Viewer
Call replays are delayed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Viewer does not replay calls on Windows 2003. . . . . . . . . . . . . . . . . . . . . 74
EyrInfQueuedCache security configuration . . . . . . . . . . . . . . . . . . . . . . . . 75
Call stitching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Application Portal Properties in MSMQ . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Audit Event Log 83
Audit event log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
List of Terms 177
Index 179

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
8Nortel Viewer
Intended audience
This guide is intended for use by Nortel Engineers, partners, and distributors
responsible for installing and configuring Viewer.

September 2007 Getting Started
Installation Guide 9
How to get help
This section explains how to get help for Nortel products and services.
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 Viewer
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.