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.

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 Viewer

Installation Guide 13
Chapter 2
Installing Nortel Viewer
In this chapter
Installation overview 14

Installing Nortel Viewer Standard 4.0
14 Nortel Viewer
Installation overview
Viewer is a server-only installation, with client access via web browser.
Note: You may install Viewer on the same server as the TDM recorder, or
on the same server as the eWare database. If you are installing Viewer and
eWare on the same server, refer to “Installing Viewer and eWare on the same
machine” on page 19. Do not install Viewer on the same server as Nortel
Contact Recording.
To install Viewer, complete the following tasks in sequence:
1Verify that your intended Viewer server and clients meet the system
requirements.
2Configure Internet Explorer to support Viewer connections.
3Install a database — Microsoft SQL Server 2000, SP4 or MSDE.
4(If necessary) Complete the steps required to install Viewer and eWare
on the same machine.
5Install the Viewer software.
6(If necessary) Install and configure SSL to secure Viewer
communications.
Note: Unless otherwise stated, complete all procedures while logged on
to the Viewer server.
Verifying system requirements
Viewer consists of a server component, which users (clients) access
remotely using a web browser.

September 2007 Installing Nortel Viewer
Installation Guide 15
Server requirements
The machine on which you install Viewer must meet the following
minimum specifications:
Hardware/Software Minimum requirement
Operating System Windows 2000 Server (Service Pack 4) with
Internet Information Services (IIS) installed
or
Windows 2003 (Service Pack 1) with the
following Application Server subcomponents
installed:
Application Server Console
Enable network COM+ access
Microsoft Messaging Queue (MSMQ) with
Active Directory Integration disabled and
HTTP Support enabled
ASP.NET
Network DTC access
Internet Information Services (IIS)
Note: To install ASP.NET and enable DTC
access select Start > All Programs > Add
remove programs > Add remove Components
> Application Server, and ensure that you select
ASP.NET and Enable Network DTC access.
Note: IIS requires specific configuration to work
with Viewer on Windows. See IIS and Viewer on
page 16.
CPU 400 MHz Pentium II
RAM 256 MB

Installing Nortel Viewer Standard 4.0
16 Nortel Viewer
Note: Viewer performance depends on the performance of the machine and
the number of users accessing it.
IIS and Viewer
Viewer requires Microsoft IIS to run properly. Refer to your Windows
documentation for general IIS installation and configuration instructions.
You must set up IIS to let the Viewer server act as a web server.
Client requirements
Client requirements depend on which version of Viewer your users need to
access. Viewer offers two versions — a full version (all features available),
and a basic version (some features not available, including Administration
and Audit).
To access the full version, client computers require:
Microsoft Internet Explorer version 5.5 or later.
HDD 25 GB free disk space for installation
Network 10 or 100BaseT
Browser Internet Explorer. Before installing Viewer you
must ensure Internet Explorer is installed on the
server and that the proxy configuration is set to
Bypass proxy for local addresses. See
Configuring Internet Explorer on the Viewer
server on page 17.
Other Requirements Soundcard
Database access
(SQL Server 2000 with Service Pack 4,
MSDE)
Hardware/Software Minimum requirement

September 2007 Installing Nortel Viewer
Installation Guide 17
Windows 2003 users must configure the browser to allow calls to be
replayed (see Configuring Internet Explorer on Windows 2003 clients on
page 18).
To access the basic version, client computers require:
Any HTML 4-compliant browser.
A media (.wav) player, configured as the system default.
You must enable the basic (HTML 4) version in order to use it. If you
enable the basic version as well as the full version, Viewer automatically
detects a user’s browser type and determines which version of Viewer to
launch.
Enabling the basic (HTML 4) version of Viewer
1After installing Viewer, launch the Viewer home page.
2Under Systems, select Main Eyretel System.
3Select General from the list of keys.
4Under Properties, select HTML4Enabled.
5In the Edit Property dialog box, change the Value setting to true.
6Click Save.
Users with HTML 4-compliant browsers should now be able to access
the basic version of Viewer.
Configuring Internet Explorer
If you use Internet Explorer to access Viewer, you must configure it before
installing the software. You must configure it on the Viewer server, and also
on any Windows 2003 client that will access the server.
Configuring Internet Explorer on the Viewer server
1On the computer where you plan to install Viewer, start Internet
Explorer.
2Click Tools > Internet Options.

Installing Nortel Viewer Standard 4.0
18 Nortel Viewer
3Click Connections, then click the LAN Settings button.
4On the Local Area Network (LAN) Settings screen, under Proxy
server, select the Bypass proxy server for local addresses checkbox.
Note: If the Bypass proxy server for local addresses checkbox is not
available, select the Use a proxy server for your LAN checkbox.
5Click OK.
6If you are installing on a Windows 2003 computer, click Advanced to
make that tab active. If not, continue to step 9.
7In the Settings list, scroll down to the Multimedia section.
8Select both the Play sounds in web pages and Play videos in web
pages options.
9Click OK to close the Internet Options screen
Configuring Internet Explorer on Windows 2003 clients
If you use a Windows 2003 system to access Viewer, you must configure
Internet Explorer to allow replayed calls.
1Select the Tools menu, then Options.
2In the Internet Options dialog box, switch to the Advanced tab.
3Scroll through the Settings list until you find the Multimedia options.
4Select both Play sounds in web pages and Play videos in web pages.
5Click OK to save your changes.
You should now be able to replay calls properly.
Installing a database
Viewer requires a database, such as SQL Server.
To use Viewer with SQL Server
You may have already installed SQL Server (or MSDE) as part of your
recorder installation. If not:

September 2007 Installing Nortel Viewer
Installation Guide 19
1Insert the SQL Server installation CD and launch the installation
program.
2Select SQL Server 2000 Components to start installing the database.
3Follow the installation prompts, selecting the following specific options:
Install Database Server as the component
Server and Client Tools as the installation type
Use the Local System account for the services account
Mixed Mode as the authentication mode
For all other screens you can accept the default options or enter your
company information as appropriate.
When the installation is successfully completed, the Setup Complete
screen appears.
4Click Finish, then restart the computer.
When the computer has restarted, run SQL Server's Enterprise
Manager to confirm that the SQL Server is running.
Installing Viewer and eWare on the same machine
This section applies if you are installing Viewer on the same machine as
eWare. Viewer supports only eWare version 6 or later.
Note: The installation of eWare changes some DCOM settings, which will
adversely affect any subsequent installation of Viewer. If eWare has been
installed, you must change these DCOM settings before installing Viewer,
even if eWare is no longer installed on the machine.
1From the Start menu, select Run.
2Type dcomcnfg, then click OK.
3Click the Default Properties tab on the Distributed COM
Configuration Properties screen.
4In the Default Distributed Com communication properties area,
ensure the settings are as follows:

Installing Nortel Viewer Standard 4.0
20 Nortel Viewer
Select Connect for the Default Authentication Level.
Select Identify for the Default Impersonation Level.
5Click OK to save your changes.
Installing Viewer
Two installation options are available - Typical and Custom. The Typical
option assumes you use SQL Server as your database. The Custom install
option allows you to install either the product and database or just the
database.
Running a typical installation
The Typical installation option installs all Viewer components.
1Insert the Viewer installation CD, then locate the setup.exe file under
the root folder. Double-click the file.
2The Viewer installation wizard checks to see whether you have certain
prerequisite files. If you do not, it prompts you to run a supplementary
installation first:
a. Navigate to the CoreInstall subdirectory on your Viewer installation
CD.
b. Double-click the setup.exe file to start installing the prerequisite files.
Follow the installation prompts.
c. When the installation finishes, restart your computer.
d. Restart your Viewer installation.
3Follow the wizard prompts. Note that:
When prompted for Setup Type, select Typical.
When prompted for user account information, the wizard creates the
account you specify if it does not already exist, and gives it
administrator privileges.
When prompted for SQL server name, leave the file set to (local)
unless your database is on a different computer.