IP Recorder Install Guide Impact360

Impact 360 Recorder Installation Guide

Release 7.8 SP3February 2009

2005 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,659,768; USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 6,959,078; USPN 6,724,887; USPN 7,216,162; European Patent 0 833 489; GB 2374249; and other provisional rights from one or more of the following Published US Patent Applications: US 10/061,469; US 10/061,489; US 10/061,491; US 11/388,854; US 11/388,944; US 11/389,471; US 10/818,787; US 11/166,630; US 11/129,811; US 11/477,124; US 11/509,553; US 11/509,550; US 11/509,554; US 11/509,552; US 11/509,549; US 11/509,551; US 11/583,381; US 10/181,103; US 09/825,589; US 09/899,895; US 11/037,604; US 11/237,456; US 09/680,131; US 11/359,356; US 11/359,319; US 11/359,532; US 11/359,359; US 11/359,358; US 11/359,357; US 11/359,195; US 11/385,499; US 11/394,496; US 11/393,286; US 11/396,061; US 11/395,992; US 11/394,410; US 11/394,794; US 11/395,350; US 11/395,759; US 60/799,228; US 11/479,926; US 11/479,841; US 11/479,925; US 11/479,056; US 11/478,714; US 11/479,899; US 11/479,506; US 11/479,267; US 60/837,816; US 11/528,267; US 11/529,132; US 11/540,281; US 11/540,322; US 11/529,947; US 11/540,902; US 11/541,056; US 11/529,942; US 11/540,282; US 11/529,946; US 11/540,320; US 11/529,842; US 11/540,904; US 11/541,252; US 11/541,313; US 11/540,086; US 11/540,739; US 11/540,185; US 11/540,107; US 11/540,900; US 10/610,780; US 10/832,509; US 11/608,340; US 11/608,350; US 11/608,358; US 10/771,315; US 10/771,409. Other U.S. and International Patents Pending.

VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.

Doc Version 7.8 SP3-92009-03-24

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9User Guide Content Overview. . . . . . . . . . . . . . . . . . . . . . . . . 10Intended Audience for This Guide . . . . . . . . . . . . . . . . . . . . . . . 11Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . . 12

Standard Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . 12Information Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

If You Need Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Before You Contact Technical Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . 15Verints Witness Actionable Solutions (WAS) Website and the Customer Interaction Center (CIC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Direct Internet FTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Other Support and Training Alternatives . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Recorder Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . 18Hardware Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Setting Up Voice Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Additional Information . . . . . . . . . . . . . . . . . . . . . . . . . . 21Setting Up Network Interface Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Setting BIOS Boot Delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Setting up the Operating System . . . . . . . . . . . . . . . . . . . . . . . 23Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Client Operating Systems. . . . . . . . . . . . . . . . . . . . . . . . . 23Additional Required Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Configuring Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Required Windows Application Server Components for Single Server . . . . . . . . . . . . . . 25Configuring Windows Components for Viewer . . . . . . . . . . . . . . . . . . . . . . . . . 26Setting the PAE flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Configuring Microsoft IIS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Obtaining Required CALs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Configuring to Ignore Unsigned Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Split Swap File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Database Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . 30

C o n t e n t s

Contents

Recorder Installation Guide 4


Supported Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30SQL Server 2005 Installation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . .31

Mixed Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31SQL Server Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 31SQL Database Size and Growth . . . . . . . . . . . . . . . . . . . . . . . 31SQL Server 2005 Configuration . . . . . . . . . . . . . . . . . . . . . . . 32

Oracle Installation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Oracle Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Oracle location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

SQL Server 2005 Express Installation Requirements . . . . . . . . . . . . . . . . . . . . . .37Database Maintenance Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Additional Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Live Monitor Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40Anti-Virus Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

2 Installing the Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Pre-Installation Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Planning for Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Single Server Deployment (Typical Install) . . . . . . . . . . . . . . . . . . . 44Multi-server Deployments (Custom Install) . . . . . . . . . . . . . . . . . . . 45

Installation Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Typical Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Custom Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Setting up Filters on IP Recorders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72Installing Cybertech Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

Installing Observer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Enterprise Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Requirements for an Enterprise Installation . . . . . . . . . . . . . . . . . . . . . . . . . .74Installing Recorder Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75Installing Enterprise Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Setting up your database (SQL Server) . . . . . . . . . . . . . . . . . . . . 75Setting up your database (Oracle) . . . . . . . . . . . . . . . . . . . . . . 82Installing the Application Server . . . . . . . . . . . . . . . . . . . . . . . 84Setting up a license . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Configuring Enterprise Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Correcting the Enterprise Manager Server Name on a Recorder . . . . . . . . . . . 105Analyzer Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Setting User Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . 108Port Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Contents



3 Post-Installation Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Setting Up Your License for the First Time . . . . . . . . . . . . . . . . . . . . 114

Activating the Recorder License for the First Time . . . . . . . . . . . . . . . 115Re-activating a Recorder license . . . . . . . . . . . . . . . . . . . . . . 117

Configuring Voice Cards . . . . . . . . . . . . . . . . . . . . . . . . . . 118

To configure each AI-Logix voice card . . . . . . . . . . . . . . . . . . . . 118To configure each Cybertech voice card . . . . . . . . . . . . . . . . . . . 119

Verifying the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Verifying Recorder installation . . . . . . . . . . . . . . . . . . . . . . 120Viewing a call using Viewer . . . . . . . . . . . . . . . . . . . . . . . 121

Setting Alarm Notification Profiles . . . . . . . . . . . . . . . . . . . . . . 121

Reviewing Alarm Notification Profiles . . . . . . . . . . . . . . . . . . . . 121Creating or Editing an Alarm Notification Profile . . . . . . . . . . . . . . . . 123Deleting an Alarm Notification Profile . . . . . . . . . . . . . . . . . . . . 125

4 Uninstalling and Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Uninstalling the Recorder . . . . . . . . . . . . . . . . . . . . . . . . . 127Pre-upgrading Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Locate the Database Files . . . . . . . . . . . . . . . . . . . . . . . . 128Back Up the System . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Postgres and Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130General Recommendations Before Upgrading Databases . . . . . . . . . . . . . . . . . . . 131Specific Recommendations for MSDE to SQL Express Upgrades . . . . . . . . . . . . . . . . 131

Preventing Database Loss During Upgrade . . . . . . . . . . . . . . . . . . 131Changing the MSDE Password Before Upgrading to SQL Express . . . . . . . . . . 133

Migrating SQL Server 2000 to SQL Server 2005 . . . . . . . . . . . . . . . . . . . . . . . 134

Updating the SQL Server Logins . . . . . . . . . . . . . . . . . . . . . . 135Upgrading Large SQL Server Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Sites at risk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Particular issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Database Migration from Oracle 9i to Oracle 10g. . . . . . . . . . . . . . . . . . . . . . . 138

Migrating data from 9i to a new 10g database . . . . . . . . . . . . . . . . . 138Upgrading an eWare Oracle Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Upgrading from Recorder v7.6.2, v7.7.1, and 7.8 to Recorder v7.8.1 . . . . . . . . . . 139Pre-Upgrade Procedures for 7.7.x Installations. . . . . . . . . . . . . . . . . . . . . . . . 139

The SQL Patch . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Upgrade Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Upgrade notes for v7.6.2 . . . . . . . . . . . . . . . . . . . . . . . . 144Upgrading Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Upgrading Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . 146Upgrading from EMT to Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . 146Upgrading from Earlier Versions of Enterprise Manager . . . . . . . . . . . . . . . . . . . . 146

Prepare for Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . 146Step 1 Upgrade the EM SQL Server Production Database (BPMAINDB). . . . . . . . 147Step 1 - Upgrade the EM Oracle Production Database (BPMAINDB) . . . . . . . . . 148Step 2 Production Application Server Installation . . . . . . . . . . . . . . . 149

Upgrading the Integration Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155Additional Information about Weblogic . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Contents



Configuring Weblogic to run as a service . . . . . . . . . . . . . . . . . . . 155Uninstalling the Weblogic service . . . . . . . . . . . . . . . . . . . . . 156Running the Weblogic server from a console window . . . . . . . . . . . . . . 156Collecting Server Log Files . . . . . . . . . . . . . . . . . . . . . . . . 156

EM Database Migration from SQL Server 2000 to SQL Server 2005 . . . . . . . . . . . . . . 156

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Migration Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Troubleshooting Enterprise Manager BPMAINDB SQL Warnings . . . . . . . . . . . . . . . . 158Generic Network Settings for SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Check Network Settings. . . . . . . . . . . . . . . . . . . . . . . . . 159Static TCP/IP address required . . . . . . . . . . . . . . . . . . . . . . 159Machine network names . . . . . . . . . . . . . . . . . . . . . . . . 159Verify DNS accuracy . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Migration to v7.8.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Moving from v7.8.1 to v7.8 SP3 . . . . . . . . . . . . . . . . . . . . . . . 161Upgrade Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Upgrading Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Upgrading the Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Silent install procedure . . . . . . . . . . . . . . . . . . . . . . . . . 163Post-Upgrade Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Recorder Migration . . . . . . . . . . . . . . . . . . . . . . . . . . 164General Information . . . . . . . . . . . . . . . . . . . . . . . . . . 164Japanese Localization . . . . . . . . . . . . . . . . . . . . . . . . . 165Viewer Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Uninstalling 7.8 SP3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

TDM only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

A Setting Up ExecRecord . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Installing ExecRecord . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Stage 1: On the Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Step 1: Install ExecRecord Service . . . . . . . . . . . . . . . . . . . . . 171Step 2: Install the w3Sockets Object . . . . . . . . . . . . . . . . . . . . 172

Stage 2: In Cisco Call Manager Administration tool. . . . . . . . . . . . . . . . . . . . . . 172

Step 3: Add the Phone Service . . . . . . . . . . . . . . . . . . . . . . 172Step 4: Subscribe a Phone to a Service . . . . . . . . . . . . . . . . . . . 174

Stage 3: Create a Unify TCP adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

B Screen Capture Module Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Screen Capture Requirements . . . . . . . . . . . . . . . . . . . . . . . . 179

VMWare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179Other Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Screen Capture Module & AIM Installation Overview . . . . . . . . . . . . . . . . 180DVD Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Network Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Automated Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Screen Capture Module Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Registry: ColorReduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Installing Screen Capture Module & AIM . . . . . . . . . . . . . . . . . . . . 183

Contents



Installing Screen Capture Module & AIM Using the Windows Installer . . . . . . . . . . . . . 183Automated Installation of Screen Capture Module & AIM. . . . . . . . . . . . . . . 190When Copying Files for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190About Property Names/Values and the Case Used . . . . . . . . . . . . . . . . . . . . . . 191Screen Capture Module & AIM Silent Installation . . . . . . . . . . . . . . . . . . . . . . . 191

Silent Install and Windows Vista . . . . . . . . . . . . . . . . . . . . . . 191Silent Installation Basic Properties . . . . . . . . . . . . . . . . . . . . . 192Silent Installation AIM Properties . . . . . . . . . . . . . . . . . . . . . 194

Screen Capture Module and AIM Installation Using Microsoft SMS . . . . . . . . . . . . . . . 199

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200SMS Installation Basic Properties . . . . . . . . . . . . . . . . . . . . . 200Using the Administrative Installation . . . . . . . . . . . . . . . . . . . . 200Setting Up the SMS Package . . . . . . . . . . . . . . . . . . . . . . . 201

Screen Capture Module and AIM Installation Using Novell ZENworks . . . . . . . . . . . . . 205

ZENworks Installation Basic Properties . . . . . . . . . . . . . . . . . . . 205ZENworks Installation AIM Properties . . . . . . . . . . . . . . . . . . . . 205Setting Up the ZENworks Package . . . . . . . . . . . . . . . . . . . . . 206

Silent Install Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208Applying changes using a transform (.mst) . . . . . . . . . . . . . . . . . . . . . . . . . 209

Screen Capture in a Citrix or Terminal Services Environment . . . . . . . . . . . . . 210Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Citrix Published Applications Screen Capture Limitations . . . . . . . . . . . . . 210Windows Terminal Services (without Citrix) Screen Capture Limitations . . . . . . . . 212

Installing the Screen Capture Program . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

C Configuring MIB Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Setting Up the Files . . . . . . . . . . . . . . . . . . . . . . . . . . . 216Copying the MIB Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216Compiling the MIB files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216Configuring the Event Filter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

D Voice Card Wiring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225Digital Trunk Side Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Cable lengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226Wiring on the T1 Interface . . . . . . . . . . . . . . . . . . . . . . . . 227Wiring on the E1 Interface . . . . . . . . . . . . . . . . . . . . . . . . 228

Digital Station Side Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Planning your NGX System . . . . . . . . . . . . . . . . . . . . . . . 229Using a Y-Splitter . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Using Bridge Clips. . . . . . . . . . . . . . . . . . . . . . . . . . . 231Using Dual Punch-down Blocks . . . . . . . . . . . . . . . . . . . . . . 232Using NGX 4-wire Connectivity . . . . . . . . . . . . . . . . . . . . . . 233Using the Ai-Logix RTS . . . . . . . . . . . . . . . . . . . . . . . . . 234

Analog Station-Side Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Wiring for Analog voice cards (Except LD409 and LD809) . . . . . . . . . . . . . 235Wiring for LD409 and LD809 Voice Cards. . . . . . . . . . . . . . . . . . . 236Wiring for PT809 and PT1609 Voice Cards . . . . . . . . . . . . . . . . . . 237

Wiring for Cybertech Voice Cards . . . . . . . . . . . . . . . . . . . . . . . 238DSC-MOD-PCI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Contents



MOD-PCI 2-wire Connections . . . . . . . . . . . . . . . . . . . . . . . 239MOD-PCI 4-wire Connections . . . . . . . . . . . . . . . . . . . . . . . 240MOD-PCI Serial Tapping. . . . . . . . . . . . . . . . . . . . . . . . . 241Cabling for the DSC-MOD-PCI Card. . . . . . . . . . . . . . . . . . . . . 242

DSC-16-PCI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

16-PCI 2-wire Connections. . . . . . . . . . . . . . . . . . . . . . . . 24416-PCI 4-wire Connections. . . . . . . . . . . . . . . . . . . . . . . . 245Cabling for 16-PCI Cards . . . . . . . . . . . . . . . . . . . . . . . . 246

This guide describes how to install and upgrade a Recorder for IP or TDM environments, as well as how to install an Analyzer server. The guide includes instructions for installing a new system for 7.8.1 as well as instructions for upgrading an existing system to 7.8 SP3. Refer to the Release Notes included on the installation DVD for the most up-to-date upgrade instructions.

This introductory section to the guide describes the following topics:

z User Guide Content Overview, page 10

z Intended Audience for This Guide, page 11

z Conventions Used in This Guide, page 12

z If You Need Help, page 14

z Contacting Technical Support, page 15

A b o u t T h i s G u i d e

Preface - User Guide Content Overview



User Guide Content OverviewThis guide provides the following information:

Additional information is included in your System Administration Guide.

Chapter title Description

Chapter 1: Getting Started, page 17

Discusses the hardware and software prerequisites for Recorders. For TDM environments, this chapter highlights voice card installation and wiring.

Chapter 2:Installing the Recorder on page 42

Discusses the pre-installation steps for Recorders and provides installation procedures to install the 7.8.1 version of the Recorder.

Chapter 3:Post-Installation Tasks, page 112

Describes how to verify a successful installation, and how to do basic post-installation configuration tasks.

Chapter 4:Uninstalling and Upgrading on page 126

Describes how to upgrade, reinstall, or uninstall the Recorder software. The instructions include upgrading to 7.8.1 and 7.8 SP3 as well as moving to a new version of the database.

Appendix A:Setting Up ExecRecord, page 170

Details the steps to record calls on demand.

Appendix B:Screen Capture Module Installation, page 178

Details instruction for installing Screen Capture.

Chapter C:Configuring MIB Files on page 215

Details the steps to set up the Recorder MIB files for SNMP messages.

Appendix D:Voice Card Wiring, page 225

Details typical wiring requirements for digital trunk-side, digital station-side, analog station-side, and Cybertech voice cards.

Preface - Intended Audience for This Guide



Intended Audience for This GuideThis guide is designed for users responsible for installing and configuring Recorders, including:

z System administrators

z IT professionals

z Customer service representatives

Preface - Conventions Used in This Guide



Conventions Used in This GuideThe following two tables describe some of the conventions that are used in this document:

z The Standard Conventions table highlights conventions used to describe user interaction, as well as special notations

z The Information Icons table describes the icons used to highlight information of special interest to the user

Standard Conventions

Area Description

Menu Items Menu items are highlighted in bold as in the following example:

From the menu, choose File > Preferences > Options.

Document Names

Other Verint Systems documents are referred to using italics. For example:

Refer to the Recorder System Administration Guide for more information.

Buttons, Functions, and Dialog Box and Window Names

Specific button or function names are highlighted in bold. The following example shows how a button and dialog name are referred to in the documentation:

Click OK, and then choose the Restore Database dialog box.

User Variables When the user is expected to type a value, the name of the variable to be replaced is surrounded by < > . The following are examples:

The notation refers to the name of your Recorder server.

When you see this notation, replace it with the actual name of your Recorder server.

Preface - Conventions Used in This Guide



Information Icons

Icon Type Function

Note Important details that we want to make sure that you do not overlook.

Tip Helpful hints that can improve the efficiency or effectiveness of your work.

Caution Advice that can help you avoid undesirable results.

Warning Situations that can result in:z Harm to softwarez Loss of dataz An interruption in service

Preface - If You Need Help



If You Need HelpOur goal at Verint Systems is to provide you with the best products backed by a high quality support network with a variety of resource options. These include:

z Verints Witness Actionable Solutions (WAS) website and Customer Interaction Center (CIC)

z Telephone

z E-mail

z Direct Internet FTP

z Other support and training alternatives

Before You Contact Technical SupportHelp from Technical Support is as near as your keyboard or telephone. However, before you contact us, read this section carefully. We can provide faster and better service if you have certain information available when you contact us.

You can solve many problems quickly with the information in the online Help system or in this manual. When running the product, you can select the Help button in the upper-right portion of the window to get help for the active window or dialog box.

If you are unable to solve a problem by using the online Help or this manual, and you need help from Technical Support, use the guidelines in the following checklist before you contact us:

1 Write down the problem and details that may help us solve the problem. If you can consistently reproduce the problem, list the steps to reproduce it.

2 Have at least the following information available when you contact Technical Support.

z Your name and customer site number, and identify yourself as a customer, Verint Systems partner, or Verint Systems employee. Customer-initiated CIC contact is restricted to customers that are one of the designated support contacts on your companys service level agreement.

z Product name and version number.

z Server and client operating systems and service pack version numbers

z Supporting files and screenshots (if available)

z ACD type and reporting package (for ACD-related issues)

z The wording of any error messages from the product and/or operating system

z Has this problem occurred previously? If it is new, did you change your system configuration recently?

Preface - Contacting Technical Support



Contacting Technical SupportOnce you have determined that you need technical support, and you have gathered as much information as you can based on the checklist, the following provides a list of the various support options and alternatives:

Verints Witness Actionable Solutions (WAS) Website and the Customer Interaction Center (CIC)

This facility allows users worldwide fast access to product information, marketing and sales information, information about the company, technical documentation, support case management, and support solutions information.

You can access the Verints Witness Actionable Solutions (WAS) Customer Interaction Center (CIC) support site at www.witness.com/support, or through www.witness.com by clicking the Support Login link from the Home page.

Once you have successfully logged on to the CIC, use the navigation tree on the right to access available user manuals, troubleshooting guides, FAQs, and more.

For help using the site, refer to the CIC Support Website Navigation Guide. To access this document, click the link at the right on the CIC Home page. The guide is a PDF file that you can save or print locally for future reference.

TelephoneVerints Witness Actionable Solutions (WAS) Customer Interaction Center (CIC) provides the self-service tools and information you need to get the most out of your investment.

Americas:+1 800 4 WITNESS (USA toll-free)+1 770 754 1870

Europe/Middle East/Africa:+ (0) 845 843 7333

Hong Kong/Asia Pacific:+852 8103 0104

Australia:1 800 600 806

New Zealand:+61 2 8223 9493

Japan:+81 (0)3 5919 1875

For geographic locations and hours of operation, refer to www.witness.com\support\ and click on Contact Centers.

Preface - Contacting Technical Support



EmailIf you are a new customer and need a logon ID and password, you can e-mail [email protected] to obtain your new logon information.

Direct Internet FTPThis facility greatly speeds up transfer of new and upgraded software to all of Verint Systems customers. Contact us for more information about access to Direct Internet FTP services.

Other Support and Training AlternativesIn addition to documentation, online Help, and support services, Verint Systems also offers both classroom-based and online learning alternatives to suit your specific needs. Contact us for more information about other support and training alternatives.

C h a p t e r 1

Getting Started

This chapter outlines the procedures for installing and setting up the Recorder and provides instructions for setting up the hardware, operating system, and database for Recorder installation.

z Recorder Installation Overview

z Hardware Setup

z Setting up the Operating System

z Database Requirements

z Additional Requirements

Chapter 1 - Getting Started Recorder Installation Overview



Recorder Installation OverviewTo install the Recorder successfully, you need to complete the following procedures:

1 Set up the hardware:

z Install the appropriate Voice Card. (TDM recording only)

z Install Network Interface Cards.

z Set the BIOS boot delay.

2 Set up the Operating System.

z Adjust Windows or Vista settings as necessary.

3 Set up any additional or third-party components.

4 Set up the Database.

z Install MSSQL 2005

z Configure MSSQL as required to support the Recorder.

z Or verify the requirements for installing SQL 2005 Express with the Recorder.

5 Set up Live Monitor

6 Install the Recorder.

7 Install Enterprise Manager.

8 Set up the Recorder with Recorder Manager.

9 Set up the Recording System with Enterprise Manager.

10 Upgrade to 7.8 SP3.

11 Install Agent Capture.

This guide provides instructions for installing or upgrading the Recorder; complete configuration information can be found in the Recorder System Administration Guide. Refer to the Release Notes included on the installation DVD for the most up-to-date upgrade instructions.

Chapter 1 - Getting Started Hardware Setup



Hardware SetupTo set up the required Recorder hardware, please refer to the following topics:

z Setting Up Voice Cards

z Setting Up Network Interface Cards

z Setting BIOS Boot Delay

Setting Up Voice CardsTDM Recorders require voice cards. The following section describes compatible voice cards and how to install them. See Voice Card Wiring on page 225 for typical wiring requirements for digital trunk-side, digital station-side, and analog station-side.

Ensure that the voice card is a compatible model according to the following specifications:

A Customer Supplied Unit (CSU/DSU) may be required between the PBX and the card.

Type Ai-Logix Model* Description

Analog Station Side

LD409, LD409-ehLD809, LD809-ehLD1609, LD1609-ehLD2409, LD2409-eh

Newer versions of Ai-Logix's analog station-side recording voice cards capable of recording 4, 8, 16, and 24 ports respectively.

PT409, PT809, PT1609

Voice cards capable of recording 4, 8, and 16 ports respectively. These cards are currently supported by ContactStore Express and are supported for backwards-compatibility with those customers. They do not generate a loss of signal (LOS) alarm.

Digital Station Side

NGX800NGX800-eh

Voice card that records 8x2-wire digital stations (4x4-wire). It is triggered by D-channel events. It can have up to two MX80 daughterboards attached.

NGX1600NGX1600-eh

Voice card that records 16x2-wire digital stations (8x4-wire). It is triggered by D-channel events. It can have one MX80 daugtherboard attached.

NGX2400NGX2400-eh

Voice card that records 24x2-wire digital stations (12x4-wire) triggered by D-channel events.

MX80 Daughterboard that can be installed on NGX800 and NGX1600 voice cards.




To install the voice card:

1 Ensure that there is no possibility of static electricity shocks occurring.

2 Turn off the power to the computer and remove all power cords before opening the computer case.

Digital and Analog

DSC-16-PCIDSC-xP-PCI(Cybertech)

Voice cards from Cybertech that record 16 digital channels (DSC-16) and modular tapping (DSC-xP), which allows inserting analog and digital detection devices (that is daughterboards) into a blank Cybertech motherboard. These show as 16-PCI and P-PCI.

Digital and Analog

DSC-16-PCI DSC-xP-PCI (Cybertech)

Voice cards from Cybertech that record 16 digital channels (DSC-16) and modular tapping (DSC-xP), which allows inserting analog and digital detection devices (that is daughterboards) into a blank Cybertech motherboard. These show as 16-PCI and P-PCI.

Digital Trunk Side

DP3209, DP3209-eh DP6409, DP6409-eh

Passive-tap recording voice cards capable of recording 30 (DP3209) and 60 (DP6409) channels. They are software switchable between E1 and T1 trunk spans.

PCM3209PCM3209-ehPCM6409PCM6409-eh

Passive-tap recording voice cards capable of recording 32 (PCM3209) and 64 (PCM6409) channels. These cards use the PCM32 protocol, which is similar to E1 in that they are cabled over twisted pair cable and terminated with RJ-45 connectors.

DT3209TEDT3209TE-ehDT6409TEDT6409TE-eh

Active and passive-tap recording voice cards capable of recording 24 or 30 channels (for T1 and E1 respectively on the DT3209TE model) and 48 or 60 channels (for T1 and E1 respectively on the DT6400TE model). These cards are cabled over twisted pair cable and terminated with RJ-45 connectors.

See also: http://www.ai-logix.com and http://www.parrot-dsc.com (Cybertech).Notes: 1. NGX 800 appears in Windows Device Manager regardless of NGX card model. 2. -eh refers to PCI express card versions.*Except where otherwise noted.

Type Ai-Logix Model* Description

An antistatic cuff or ESD wrist strap is strongly recommended, as a single static shock can destroy a voice card.

Do not reattach power cords or turn on the power to the computer while the computer case is removed.




3 Insert the card into an empty PCI slot in the computer using a chassis screw.

4 When secure, attach cables and turn on the computer.

5 Upon restart, cancel out of the Windows Found New Hardware screen.

6 Place the voice card installation DVD into the drive and follow window instructions to complete the installation. Alternatively, you can wait for the installation of the Recorder software.

Additional Information

For more information on voice card installation and wiring, refer to the Ai-Logix and Cybertech voice card documentation on the installation DVD.

Setting Up Network Interface CardsBoth TDM and IP Recorders require Network Interface Cards (NICs). You need to install your NICs before installing your Recorder. Windows automatically detects the new hardware. Once you have finished installing the software, use Recorder Manager to configure your NICs for recording. Configuration of network interface cards for IP recording involves enabling and disabling specific NICs, setting up filters, and selecting supported protocols.

IP Recorders support up to four or five network interface cards (NICs) per Recorder. The maximum number depends on the amount of RAM installed on your Recorder. Systems with less than 2 GB of RAM support recording on only four NICs. Systems with more than 2 GB of RAM support can record up to five NICs.

If you have more than the supported number of NICs, or if you want to use one or more NICs for purposes other than recording, you must enable and disable NICs for recording using Recorder Manager. For more information on configuring these network settings and enabling and disabling NICs, see Configuring Network Interface Cards in the System Administration Guide.

Please note that:

z All NICs must have 64 KB buffers (or greater)

z You must remove the network protocols from any NICs connected to span ports




Setting BIOS Boot Delay Power outages are rare; however, if PCs are not protected for power outage, you should ensure that an expansion chassis (if present) is operational before system start up. Upon reboot, the server performs a PCI bus scan. This must occur after the expansion chassis has initialized. When installing or maintaining the system, you can initiate the required boot sequence manually, but you cannot in the case of power outage. To initiate the boot sequence, we recommend that you enable the HP BIOS delay startup feature.

To achieve this delay in starting an HP server, the BIOS should be configured to delay the startup as follows:

1 After rebooting and entering the BIOS setup page, select:

-> Server Availability -> Automatic Power-OnThis value should be set to ON.

2 Then select:

-> Server Availability -> Power-On DelayThis value should be set to the nearest value to 15 seconds, which is a common option for this setting.

The Power-On Delay feature delays the server from powering on for a specified time to prevent power usage spikes when multiple servers power up after a power loss. Wake-on LAN, RTC wake-up, and iLO 2 Virtual Power Button events override the delay and immediately power on the server.

Chapter 1 - Getting Started Setting up the Operating System



Setting up the Operating SystemTo set up the Operating System for the Recorder, please refer to the following topics:

z Supported Operating Systems

z Additional Required Components

Supported Operating SystemsThe Recorder may be installed on the following server operating systems:

z Windows 2003 32-bit Standard and Enterprise Editions (SP2)

z Windows 2003 R2 32-bit Standard and Enterprise Editions (SP2)

For small TDM/IP Recorders (72 channels or fewer):

z Microsoft Windows XP 32-bit Professional (SP3) - recorders with Enterprise Manager (EM)

z Microsoft Vista Business, Enterprise, and Ultimate 32-bit Editions (SP1)

For eWare only:

Microsoft Windows 2000 Server (SP4) Microsoft Windows 2000 Advanced Server (SP4)

Client Operating Systems

The following is a general list of operating systems for client software (such as Agent Capture or Screen Capture) or web-based clients (Recorder Manager or Viewer). For specific requirements for a software client or web-based client, refer to the installation guide for that product.

z Microsoft Windows XP Professional 32-bit, SP3

z Microsoft Vista Business, Enterprise, and Ultimate 32-bit Editions SP1

z Microsoft Windows 2003 Standard and Enterprise Edition 32-bit SP2

z Microsoft Windows 2003 R2 Standard and Enterprise Edition 32-bit SP2

Additional Notes:

z The Observer client does not support Vista.

z The Contact Visualizer client does not support any version of Microsoft Windows 2003. For system requirements, see the Contact Visualizer Installation Guide.

z If you are installing Viewer, see the Viewer Installation and Administration Guide for system requirements and configuration details.

Chapter 1 - Getting Started Setting up the Operating System



Additional System Support for Agent Capture

In addition to the client operating systems listed above, the following are supported for Agent Capture:

z VMWare

z Terminal Services or Citrix XP

Additional Required Componentsz Microsoft Messaging Queue (MSMQ) with Active Directory Integration Disabled

(otherwise Viewer may not work properly), and HTTP Support Enabled

z IIS 6 Server with Enable WWW Publishing Enabled

z Time Synchronization on all servers (Windows Time Service is sufficient)

z If applicable, information about the CTI integration (including details of tapped trunks or extensions)

z Path or connection details of the database

z Adobe Reader 7.0 or later

z Browser:- Microsoft Internet Explorer 8.0- Microsoft Internet Explorer 7.0- Microsoft Internet Explorer 6.0, Service Pack 2 for Windows XP- Microsoft Internet Explorer 6.0, Service Pack 1 for Windows 2003

Specific requirements for Screen Capture Module are described in Screen Capture Module Installation on page 178.

IIS 7 is preinstalled with the Vista operating system.

Popup blockers are not supported.

The Observer client does not support Vista.If you are installing Viewer, see the Viewer Installation and Configuration Guide for system requirements and configuration details.

Chapter 1 - Getting Started Configuring Windows



Configuring WindowsProper configuration of the Windows components impacts the functioning of the Recorder and its associated applications.

Windows components require configuration to use Viewer on Windows 2003 Server Standard or Enterprise Editions (including R2). Other Windows configurations are required to ensure proper performance.

Required Windows Application Server Components for Single Server

Your Recorder installation may fail if you do not set up specific Windows components in advance. When performing a single server installation, the Application Server components listed below are required. However, if you are performing a multiple server install, only Viewer requires these components.

Your Recorder uses the following Application Server components:

Windows Application Server component

Required Configuration

IIS 6 Server z Enable WWW Publishing option

Microsoft Message Queuing (MSMQ)

z Disable Active Directory Integration (otherwise Viewer may not work properly)

z Enable HTTP Support

ASP.NET* z Enable ASP.NETSelect Add or Remove Programs > Add/Remove Window Components > Application Server. Ensure that you select ASP.NET.

DTC access* z Enable DTC accessSelect Add or Remove Programs > Add/Remove Window Components > Application Server, and ensure that you select Enable Network DTC access.

* Windows 2003 only




Configuring Windows Components for Viewer

To remove the selection, do the following:

1 Navigate to Add or Remove Programs.

2 Select Add/Remove Windows Components. This opens Windows Components Wizard.

3 Clear the Internet Explorer Enhanced Security Configuration check box.

4 Make sure you restart the installation after disabling the security option.

If you skip this step during the installation, you can still clear the check box at a later stage and execute Contact7000PlatformSetup.exe by using the following command:

C:\Program Files\Witness Systems\ContactPlatform\Contact7000PlatformSetup.exe" /S /L N /T /H /R /V /D EwareCalls /U retriever/replay /P 8080

Where can be:

z IP for IP Recorderz TDM for TDM Recorder

In order to install Default Queries within Viewer, you must disable the Internet Explorer Enhanced Security Configuration.

If you do not clear the check box, the platform database and capture platform are not registered, and the default Viewer queries are not generated.

For a single server installation, remove /H, and then execute the command.

If you still see a message stating that Internet Explorer Enhanced Security Configuration is enabled after disabling and you are working on an Windows 2003 Enterprise R2 Edition operating system, you must enable and disable the option again to eliminate the message.




Setting the PAE flagIf the system memory is over 3GB, the PAE flag must be turned on to ensure that Windows 2003 can fully utilize memory. If you are using Windows 2003 Enterprise Edition, the PAE flag is already turned on as the system default.

Use the following procedure to turn on the PAE flag.

1 Right click on My Computer.

2 Select Properties

3 Select the Advanced tab

4 Click the Setup button in the Startup and Recovery section of the tab.

5 Click Edit on the Startup and Recovery dialog to open the boot.ini file in Notepad.

6 Locate the following line under the [operating systems] category:

For Windows XP:

[operating systems]

multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows XP Professional" /fastdetect /NoExecute=OptIn

For Windows 2003 Server:

[operating systems]

multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Windows 2003 Server, Enterprise" /fastdetect /NoExecute=OptIn


[operating systems]

multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows 2000 Server " /fastdetect /NoExecute=OptIn

7 Append the following to the line: < /PAE> . An example is shown below in bold text. Make sure to insert a space between the last parameter and the slash.

For Windows XP:

[operating systems]

multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows XP Professional" /fastdetect /NoExecute=OptIn /PAE


[operating systems]

multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Windows 2003 Server, Enterprise" /fastdetect /NoExecute=OptIn /PAE


[operating systems]

multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Microsoft Windows 2000 Server " /fastdetect /NoExecute=OptIn /PAE

8 Select Save from the Notepad File menu to save your changes.




9 Select Exit from the Notepad File menu to exit the application.

10 Click OK on the Advanced tab.

11 Click OK on the Properties window.

12 Restart the computer to apply the changes.

Configuring Microsoft IISInternet Information Server (IIS) is a web server platform that only runs on computers using a Windows operating system.

If you upgrade from Windows 2000 to Windows 2003, you must complete the following additional steps:

1 Open Microsoft IIS.

2 In the navigation pane, expand the local computer node.

3 Select the Web Service Extensions node to display a list of all available extensions.

4 In the Web Service Extensions list, change the status of all extensions except All Unknown CGI Extensions to Allowed.

5 In the navigation pane, expand the Web Sites node.

6 Select the Default Web Site node, and then change its permissions to allow full access rights for the administrator account, or the account you used to log on to the server.

Obtaining Required CALsIf you use Windows 2003 server or one or more applications that access SQL 2005, you need the appropriate Client Access Licenses (CALs). This ensures compliance with Microsoft's licensing agreement. Please review CAL requirements in your system documentation before installing Microsoft products, or refer to http://www.microsoft.com/windowsserver2003/howtobuy/licensing/caloverview.mspx.




Configuring to Ignore Unsigned DriversPrior to installing Recorder you can eliminate the overhead of confirming unsigned drivers during the install process.

1 Right click on My Computer.

2 Click Properties to display the System Properties dialog.

3 Click the Hardware tab.

4 Click Driver Signing in the Drivers section to display the Driver Signing Options dialog.

5 Click Ignore - Install the software anyway and dont ask for my approval.

6 Determine whether you want to make the action a system default and insert or remove a checkmark from the Administrator option check box.

7 Click OK on the Driver Signing Options dialog.

8 Click OK on the Hardware tab of the System Properties dialog.

Split Swap FileThe swap file must be split between the boot drive and the call buffer drives.

1 Right-click My Computer.

2 Click Properties.

3 Select the Advanced tab in the System Properties dialog.

4 In the Performance section, click the Settings button.

5 In the Performance Options dialog, click the Advanced tab.

6 Within the Virtual Memory section, click the Change button.

7 Select the Calls Buffer Drive from the list of drives.

8 Click System Managed Size.

9 Click the Set button.

10 Repeat clicking OK until you exit Properties.

Chapter 1 - Getting Started Database Requirements



Database RequirementsDatabase requirements are described by the following topics:

z Supported Databases

z SQL Server 2005 Installation Requirements

z Oracle Installation Requirements

z SQL Server 2005 Express Installation Requirements

z Database Maintenance Jobs

Supported DatabasesInstall a database (optional) before installing the Recorder. Alternatively, if you do not install SQL or Oracle, the Recorder installation process can install a SQL Server 2005 Express database for you.

If you plan on using SQL Server 2005 Express, you must install:

z .Net Framework v2.0

z Windows Installer v3.1

The install file for .Net Framework is located in:

DVD2 - Recorder - Witness Brand\Recorder\OEM\Microsoft\dotnetfx_v2.0

Product Database

Recorder Microsoft SQL Server 2005 SP2 (Standard or Enterprise Editions)

For eWare only: Microsoft SQL Server 2000 SP4 (Standard or Enterprise Editions)

Oracle 10g R2 Standard or Enterprise Editions (10.2.0.2)

For eWare only: Oracle 9i (version 9.2.0.7 and above in the 9i series)

For Small Single TDM/IP recorders (72 channels or less), and Viewer only

MSDE 2000

For Small Single TDM/IP recorders (72 channels or less), EM, and Viewer only

SQL Server Express 2005

Enterprise Manager Microsoft SQL Server 2005 SP2 Build 9.2.3042 or higher.

Oracle 10g (10.2.0.2.0)




SQL Server 2005 Installation RequirementsThe following sections describe the SQL Server 2005 database requirements.

Mixed Mode

When installing a Microsoft SQL Server for use with the Recorder, select Mixed Mode as the authentication type. Mixed mode authentication allows access to the database from either a Windows account or through a SQL Server account by using the default system administrator (SA) account. The installation program uses the SA account to create and update the database on new installs and upgrades.

SQL Server Service

Ensure the account that used by the SQL Server (2000/2005) Service has sufficient privileges on the machine to create directories or files required to create databases:

z Change SQL Server Service account to a local system account which has the proper privileges

z Update the account, under which SQL Server Service runs, with the required privileges on the system

SQL Database Size and Growth

The default database size (100MB) and growth factor (10%) set up during SQL Server installation are not enough for the average Recorder. Resize your databases during the interval between installing the Recorder and starting the Recorder. You should always resize the database after installing the Recorder but before actually starting the Recorder.

The recommended initial size for the eWareCalls database is around 6GB. Add additional size based on tagging. The growth option should be kept to default. If Archiving is enabled, then also allocate 6GB as the initial size for the Media database.

Resize the database according to the recording projections for your site(s). A general rule of thumb is to allocate the initial database size to 6 months up to 1 year of anticipated size. Keep Auto Increment turned on, but periodically check the size and increase manually during off-peak loads.

Supply your own values for the variables below and use the following equation:

(C * H * D * K)/(1024 * 1024)= G

The Recorder components are tested against Oracle on Windows 2000 and Windows 2003 servers.

If you plan on using SQL Server 2005 with one or more applications, refer to the section, Obtaining Required CALs on page 28 to ensure compliance with Microsofts licensing agreement.




where

C = number of estimated calls per hour

H = estimated number of hours per day calls are received

D = estimated number of days (recommended 120 days)

K = estimated average call size (in KB)

G = total database size needed (in GB)

As an example, for a single recorder handling 3240 calls (recording audio with screens) per hour for eight hours a day for 120 days (20 day month), the Recorders eWareCalls database can grow up to 6GB in six months.

To resize the database:

1 In Object Explorer, connect to an instance of the SQL Server 2005 Database Engine, and then expand that instance.

2 Expand Databases, right-click the database to increase, and then click Properties.

3 In Database Properties, select the Files page.

4 To increase the size of an existing file, increase the value in the Initial Size (MB) column for the file. You must increase the size of the database by at least 1 megabyte.

5 Click OK.

SQL Server 2005 Configuration

Verify that the required SQL 2005 configuration settings sections are in place before installing Recorder:

z Ensure that xp_cmdshell is activated in the SQL Server Surface Area Configuration.

z Ensure that the SQL Server Agent Service status is Running.

z Manually set the TCP/IP Port for multiple SQL Server instances.

z Ensure that the Remote Connection is activated for multi-server installations.

The default instance name for SQL Server is MSSQLSERVER.




Activating xp_cmdshell

To activate xp_cmdshell:1 Navigate to Programs > Microsoft SQL Server 2005 > Configuration Tool >

SQL Server Surface Area Configuration.

2 Click Surface Area Configuration for Features.

3 In the left pane, expand Database Engine.

4 Click xp_cmdshell.

5 Be sure that the Enable xp_cmdshell check box is selected in the right pane.

6 Click OK.

Verifying Agent Service Status

To ensure that the SQL Server Agent Service is Running:

1 Navigate to Programs > Microsoft SQL Server 2005 > Configuration Tool > SQL Server Surface Area Configuration.

2 Click Surface Area Configuration for Services and Connections, and ensure SQL Server Agent Service status is Running.




Enabling Remote Connections

The SQL Server 2005 default connection is local only. To allow remote clients to connect to the database, you must change this setting.

1 Navigate to the Microsoft SQL Server 2005 Program Group, select Configuration Tools to start SQL Server Surface Area Configuration.

2 Click on the link Surface Area Configuration for Services and Connections to bring up the dialog box.

3 Expand the Instance named SQL2005 node, followed by Database Engine on the left pane.

4 Select the Remote Connections node.

5 Ensure Local and remote connections and Using both TCP/IP and named pipes radio-buttons are selected.

6 Click OK button to complete.

Setting the TCP/IP Port

To manually set the TCP/IP port to support Multiple SQL Server instances and remote connections:

1 Navigate to the Microsoft SQL Server 2005 Program Group.

2 Select Configuration Tools menu to run the SQL Server Configuration Manager. This will bring up the SQL Server Configuration Manager dialog.

3 Expand the SQL Server Configuration Manager (Local) node, followed by SQL Server 2005 Network Configuration node on the left pane.

4 Make sure the Protocol Name TCP/IP is Enabled. If its disabled, right click on TCP/IP and select Enable.

5 If you have both SQL Server 2000 and SQL Server 2005 installed on the same system and you want to run both concurrently, youll need to assign a different port to the SQL Server 2005 instance as follows:

a. Right click on the TCP/IP Protocol Name in the right pane of the SQL Server Configuration Manager dialog, choose Properties.

b. Select the IP Addresses tab.

z In the IP1 section, make the TCP Dynamic Ports field blank (delete the 0) A value of zero means that the port is assigned dynamically when SQL Server 2005 starts up.

z Specify a port number in the IP1 section TCP Port field.

6 Click OK.

7 Restart SQL Server 2005 for the settings to take effect.




Oracle Installation Requirementsz Install Oracle on a database server, choosing the Administrator installation type.

(This installs an Oracle driver OLEDB required by your Recorder.)

z Create an Oracle database instance named ATLAS.

z Install the Oracle client on your Recorder, choosing the Administrator installation type.

z Configure a Net Service Name using the Oracle Net Configuration Assistant. It is mandatory to give the Net Service Name as ATLAS.

z Complete the procedure below to configure Oracle to work with your Recorder.

Oracle Configuration

To use an Oracle database with your Recorder, first install Oracle, and then complete the following procedure to allow Oracle to work correctly with the Recorder.

To configure Oracle:

1 If you have not done so already, create an Oracle database instance named ATLAS.

2 Locate the \OracleDatabaseScripts folder on your Recorder installation DVD, and then copy the folder to a local drive on your database server.

3 Open tablespaces.sql in a text editor and update the following entries:

z create tablespace ewarecalls: update the datafile value to the location where this file will be placed. For example:

create tablespace ewarecalls

logging

datafile 'c:\Recorder Database Path\ewarecalls.dbf'

size 400M

extent management local

z alter database: update the datafile value to the location where this file will be placed. For example:

alter database

datafile 'c:\Recorder Database Path\ewarecalls.dbf'

autoextend on next 100M

maxsize 5000M

The tablespace size must be 5 GB or greater. An initial tablespace size of 6 GB is recommended.

Ensure the files are not read-only by modifying the properties of all files so that the read-only flag is removed.




Default tablespace names are:

If different tablespace names must be used, then replace the default tablespace names in the tablespace.sql file with the new names. You must also replace the default tablespace names in the install.bat file because these names are used as input parameters for the tables.sql file and indices.sql file.

4 Save the tablespaces.sql file.

5 Open a command prompt and change to the directory where the install scripts are located.

6 Run the following command:

Install [AtlasUserName, AtlasPassword, EWCodeLogin, EWCodePassword, EWAPPSLogin, EWAPPSPassWORD, EWAREROLE]

The seven parameters in [] are optional. If you provide these parameters, you can create logins(users) with different names. If you don't provide these optional parameters, the install script will create default names, passwords and roles.

7 The script runs and produces a log file.

8 Check the log file for any errors.

Oracle location

If you install Archive and your Recorder is on the same computer as Oracle, you should change the Oracle port so that it does not conflict with the Tomcat listening port. For a full list of ports used by the Recorder and other applications, see Port Usage on page 109.

To change the HTTP/WEBDAV port for Oracle

1 Run the following query from within SQL*Plus:

call dbms_xdb.cfg_update(updateXML(dbms_xdb.cfg_get() ,'/xdbconfig/sysconfig/protocolconfig/httpconfig/http-port/text()', 8081));

In the above query, 8081 is the new port number.

2 Ensure that you commit the change. Refer to your Oracle documentation for more information.

z EWARECONFIG z EYRETELMEDIA

z EYRETELAUDIT

z EYRETELLICENCE z EYRETELSITE z EWARECALLS

The Install Log file will show a few Warning messages. These messages do not indicate any problem.




SQL Server 2005 Express Installation RequirementsInstall SQL Server 2005 Express, the default database, as part of the Recorder installation process. Limitations of SQL Server 2005 Express include a 4GB maximum size per database.

Database Maintenance JobsUse the jobs described in this section to maintain your SQL or Oracle databases used within a Recording environment.

SQL Server

eWare_Maintenance_Daily

This job will be executed daily at midnight except on Sunday. Part of this job includes differential backups for the eWare and System databases for the configured location. This job is also automatically scheduled to run for first-time installs of SQL Express.

eWare_Maintenance_WeekEnd

This job will be executed every Sunday at midnight. Part of this job includes a full backup for the eWare and System databases for the configured location. In addition, this job rebuilds indexes for the eWare databases. The full backup within this job overwrites the existing contents of the backup device (backup file). This job is also automatically scheduled to run for first-time installs of SQL Express.

If you have already installed SQL Server 2005 Express before installing Recorder, then you must uninstall SQL Server 2005 Express prior to installing the Recorder.

z If the backup location is not configured for Daily and Weekend jobs, the differential and full backups will not be performed.

z If you want to maintain all backups, copy the backup file created by the eWare_Maintenance_WeekEnd job to a different location after the job completes.




Adding a Disk Backup Device for Daily and Weekend Jobs

To add a disk backup device, type the following SQL statements:

IF EXISTS (SELECT * FROM master.dbo.sysdevices WHERE name = 'diskbackup')

EXEC sp_dropdevice 'diskbackup';

GO

In the SQL command below, change the physical location to a valid location and filename. Then run the command.

EXEC sp_addumpdevice 'disk', 'diskbackup', ''

eWareArchiveFailSafeNotification

This job will be scheduled to run daily at midnight. This job will identify the non-archived inums for the configured parameters. If you do not utilize a local archiver or Centralized Archiving, disable this job.

To disable this job, use the following procedure:

1 Open SQL Server Enterprise Manager or SQL Server Management Studio.

2 Navigate to SQL Server Agent->Jobs.

3 Right click on EWareArchiveFailSafeNotification and select Disable.

4 Exit Server Enterprise Manager or SQL Server Management Studio.

Manually Changing eWareArchiveFailSafeNotification Job Configuration Parameters

If you require different parameter values than the defaults for the eWareArchiveFailSafeNotification job, use the procedure below to manually change them.

1 In SQL Server Query Analyzer, run an update statement for ArchiveFailSafeConfigParameters table to update any of the following parameters.

z PurgeDuration z DelayDuration

z WindowDuration z FilterString

z SMTPServer z ToEmail

z FromEmail




Oracle

eWareArchiveFailSafeNotification

This job will be scheduled to run daily at midnight. This job will identify the non-archived inums for the configured parameters. If you do not utilize a local archiver or CAM, disable this job.

Manually Changing eWareArchiveFailSafeNotification Job Configuration Parameters

If you require different parameter values than the defaults for the eWareArchiveFailSafeNotification job, use the procedure below to manually change them.

1 In Oracle SQL Plus, run an update statement for the ArchiveFailSafeConfigParams table to update any of the following parameters.

Chapter 1 - Getting Started Additional Requirements



Additional RequirementsYour deployment of the Recorder may require additional system configuration. The following sections address the requirements for Live Monitor, anti-virus software, and for implementing the Recorder security features in your environment.

Live Monitor RequirementsThe Recorder installation automatically installs Live Monitor. After installation, you can choose whether to enable Live Monitor. The Live Monitor server aggregates states from all Recorder servers at a location, regardless of the server. Although it makes no difference on which particular server it is used, business needs may dictate a preference, requiring input from the system architect.

Anti-Virus SoftwareRecorders support Norton AntiVirus, version 7.50 or greater, and McAfee VirusScan Enterprise version 7.0. Make the following changes to your antivirus software to ensure that it does not affect Recorder performance.

1 Disable any corporate antivirus policy enforcement to prevent the following customizations from being lost.

2 Disable File System Realtime Protection for Norton and On-Access Scanning for McAfee since they reduce system performance (which is critical in real-time recording).

3 Exclude the following from being scanned:

z The configured Calls folder (by default c:\calls)

z SQL Server or Oracle database files

z The Postgres database

z Local DVD-RAM drives, if one or more are being used

4 Exclude the following file types from virus scanning:

*.xml, *.wav, *.outee, *.open.wav, *.open.xml, *.dat, *.tar, *.tmp

5 Exclude the following directory locations from virus scanning:

z C:\Program Files\Witness Systems\ContactStore\ or \ContactStore

z C:\Program Files\Witness Systems\Unify\ or \Unify

Also exclude the RetrievalCache folder. This location is specified by the Configuration Viewer utility, but defaults to C:\RetrievalCache.

If scanning is not performed in real-time, schedule periodic virus scans for non-peak hours.

Chapter 1 - Getting Started Additional Requirements



SecurityA set of security features has been implemented in the recording systems. These features are mostly optional and configurable. The objective is to secure recorded customer sensitive information, such as payment card information, as well as application authentication parameters. Security requirements often vary from customers to customers. For more information, see the Enterprise Security Administration Guide.

C h a p t e r 2

Installing the Recorder

This chapter describes pre-installation tasks and procedures for installing Recorder 7.8.1 software for both TDM and IP environments.

The recorder software installation is described in the following topics:

z Pre-Installation Tasks

z Typical Installation

z Custom Installation

z Enterprise Installation

z Analyzer Installation

z Setting User Preferences

z Port Usage

Chapter 2 - Installing the Recorder Pre-Installation Tasks



Pre-Installation TasksBefore you install the Recorder or any Recorder Components, you should have completed the following tasks:

z Planning for deployment of the Recorder software on a single or multiple servers. See Planning for Deployment on page 44

z Reviewing the system and configuration requirements in:

z Recorder Installation Overview on page 18

z Hardware Setup on page 19

z Setting up the Operating System on page 23

z Configuring Windows on page 25

z Database Requirements on page 30

z Determining your network topology and the ports to be used by Recorder applications (See Port Usage on page 109.)

z To avoid the overhead of confirming each unsigned driver during the Recorder installation, you can configure Windows to ignore unsigned drivers. For details, see Configuring to Ignore Unsigned Drivers on page 29

z Prior to installation, ensure that the account used by the SQL Server Service has the proper privileges to run correctly. Sufficient privileges on the machine, such as to create directories or files, are required to create databases.




Planning for DeploymentYou can deploy the Recorder software on a single server or multiple servers.

Single Server Deployment (Typical Install)

In the Single Server configuration, all the Recorder components are installed on the same server. This solution is ideal for customers who have a few channels to record and where relatively little processing power is required. The Recorder can function on its own using only tap-sense to start/stop recording and to provide metadata.

An example of Single Server deployment is shown in the following illustration.

Note that Enterprise Manager is also included. You must use Enterprise Manager to:

z Cluster IP Recorders

z Manage Recorders from a single Enterprise

z Use Integration Service

z Use Screen Recording

Single Server Deployment




Multi-server Deployments (Custom Install)

You can use the Custom Install option to install all components on one server or different components on different servers in your network.

The following illustrates one of many possible multi-server deployment scenarios:

If you are installing on multiple servers, then you need to configure the Integration Service CTI adapter to set up the connection between the Data Source (your switch or PBX) and your Recorders. For more information on configuring your Integration Service CTI Adapter, see the System Administration Guide.

You must use Custom Install if you want to:

z use Cybertech voice cards in a TDM environment,

z install different Recorder components (for example, Viewer and Unify) on different servers

z enable Integration Service, or

z specify your own service account for Viewer or Integration Service.

Possible Mult

IP Recorder Install Guide Impact360

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