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2009 Autonomy, Inc. All Rights Reserved Worldwide. In the absence of a written license agreement with Autonomy or its authorized distributor, use of this product is governed by the Autonomy End User License Agreement provided with the Software. If you do not agree to such terms, delete and return all copies of this product to Autonomy. No reproduction in whole or in part is allowed without express written authorization. Autonomy, etalk, e-talk, Qfiniti, Performance Impact, etalk PRO, Explore, Expert, Observe, Advise, Survey, and Recorder are trademarks of Autonomy, Inc.. All other trademarks are the property of their respective owners. This product is subject to U.S. export controls; you are responsible for complying with applicable export, re-export and import controls; for purposes of the foregoing, this product was made in the U.S.A. or passed through the U.S.A. Autonomy's third party licensors shall have no liability hereunder. Published March 2009. Printed in the United States of America. While every effort has been made to ensure this document is correct and current, Autonomy reserves the right to revise this document without notice. The customer is responsible for compliance with all applicable local, state, and federal laws and regulations in connection with customer use of this product. For more information about Autonomy and its products, contact us at: Autonomy, Inc. 2200 Ross Ave., Suite 3500 Dallas, TX 75201 1-800-346-4436 FAX: 214-981-3500 3.5 SP1
Contents
Chapter 1
Get Started ..............................................................................................................................29 Installation Sequence ...............................................................................................................29 Distribute the Qfiniti Server Components ...............................................................................30 Qfiniti Installation CDs ............................................................................................................31 Qfiniti Quick Updates ..............................................................................................................32 Before You Upgrade or Perform Application Maintenance .....................................................32 Remote Access .........................................................................................................................33
Chapter 2
Pre-Installation Requirements ..............................................................................................35 Server and Desktop Requirements ...........................................................................................35 International Regional Settings Affect the Qfiniti Installation ................................................35 Pre-Installation Configuration ..................................................................................................36
Set Up a Domain User Account for All Servers .............................................................................. 36 Configure Microsoft Windows 2003 SP2 ........................................................................................ 36 Configure SSL .................................................................................................................................. 37 Obtain a Domain Account from the Customer ................................................................................ 37 Install Message Queuing .................................................................................................................. 38
4 Contents
Chapter 3
Install & Configure the IDOL 7.3 Server ............................................................................41 Before You Install ....................................................................................................................41
Supported Platforms ......................................................................................................................... 41 System Requirements ....................................................................................................................... 41
Update the IDOL Server ..........................................................................................................75 Supporting Distributed IDOL Setup for Qfiniti Explore .........................................................76
Considerations for IDOL Servers ..................................................................................................... 76 Install the Distributed Index Handler ............................................................................................... 76 Install the Distributed Action Handler ............................................................................................. 77 Configure Qfiniti Explore for use with Distributed Setup ............................................................... 78
Chapter 4
Migrate the IDOL Server Data for Qfiniti Upgrades .........................................................79 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1 ............79
Before you Install ............................................................................................................................. 79 Install the Explore Migration Tool on the IDOL Machine .............................................................. 80 1. Upgrade the Qfiniti Database ....................................................................................................... 80 2. Export the IDOL Data .................................................................................................................. 82 3. Upgrade IDOL ............................................................................................................................. 86 4. Import the IDOL Data .................................................................................................................. 87 5. Modify the IDOL Data to Qfiniti 3.5 SP1 Format ....................................................................... 90 Troubleshooting for Migration Tool 5.17.x ................................................................................... 91 Solutions to Common Problems ....................................................................................................... 91 Customize the Explore Migration Tool ............................................................................................ 91 Explore Migration Tools Configuration File .................................................................................. 92 Remove Unnecessary Steps from the Explore Migration Tool ....................................................... 94
Upgrade IDOL 7.1 Data to 7.3 to Support Migration from Qfiniti 3.5 to 3.5 SP1 ..................94
Chapter 5
Install the Qfiniti Servers ......................................................................................................97 Before You Install ....................................................................................................................97 Install the Qfiniti Servers .........................................................................................................98 Run the Standalone Utilities ...................................................................................................118
Verification Utility ......................................................................................................................... 118 Qfiniti Server Services Configuration Utility ................................................................................ 119
Chapter 6
Upgrade to Qfiniti Server 3.5 SP1 & Configure the Qfiniti Servers ...............................121 Before You Upgrade ...............................................................................................................121 Upgrade to Qfiniti Server 3.5 SP1 .........................................................................................123 Configure the Qfiniti Servers .................................................................................................144
Chapter 7
Install the Qfiniti Client .......................................................................................................145 Before You Install ..................................................................................................................145 Install or Upgrade the Qfiniti Clients .....................................................................................146 Install the Qfiniti Client on a Citrix Server ............................................................................157
Qfiniti Agent Monitor (Published Desktop) .................................................................................. 157 Thin Client ..................................................................................................................................... 157 Fat Client ........................................................................................................................................ 157 Qfiniti Desktop ............................................................................................................................... 159 Create an ICA file for Qfiniti Desktop ........................................................................................... 163 Supervisor Client Workstation ....................................................................................................... 171
6 Contents
Validation ...............................................................................................................................171
Chapter 8
Configure the Server Components .....................................................................................173 Windows 2003 SP2 Server .....................................................................................................173 Configure the Record Server ..................................................................................................174 Configure the Qfiniti Integration Server (Optional) ..............................................................176
Integration Scenarios ...................................................................................................................... 177 Enable Alarm Delivery as SNMP Traps ........................................................................................ 185
Configure the Startup Services ...............................................................................................218 Configure Qfiniti Explores System Settings for Ingestion ...................................................219 Configure Qfiniti Assist to use Voice Assist ..........................................................................226 Configure Qfiniti for Multiplatform Login ............................................................................231
Chapter 9
Backup & Maintenance Plans .............................................................................................235 Backup Plans ..........................................................................................................................235
Types of Backup Jobs .................................................................................................................... 236 Implement a Backup Plan .............................................................................................................. 237 Back up the IDOL Database for Qfiniti Explore ........................................................................... 238 Restore the IDOL Data ................................................................................................................... 239 Back up the IDOL Database for Qfiniti Assist .............................................................................. 240
Any Update Deployment ................................................................................................................ 244 Quick Update or Update Deployment Recommendations ............................................................. 245
Appendixes Appendix A
Character Support ...............................................................................................................249 Regional Settings ...................................................................................................................249
Currency ......................................................................................................................................... 250 Time ............................................................................................................................................... 250 Dates ............................................................................................................................................... 250 Exceptions ...................................................................................................................................... 251
Characters ...............................................................................................................................252
Appendix B
Install & Upgrade Microsoft SQL Server 2005 & Microsoft SQL Server 2005 Reporting Services .............................................................................................................................257 Prerequisites ...........................................................................................................................257 Install Microsoft SQL Server 2005 ........................................................................................258 Configure Microsoft SQL Server 2005 ..................................................................................260
Configure SQL Reporting .............................................................................................................. 261 Configure Memory for Servers with more than 3 GB of Memory ................................................ 261
Install Microsoft SQL Server 2005 SP2 ................................................................................262 Install SQL 2005 Reporting Services .....................................................................................264 Upgrade Qfiniti Database from SQL 2000 to SQL 2005 .......................................................267 Manual Installation of Qfiniti Reports for SQL 2005 ............................................................271
Appendix C
Install Third-Party Products ...............................................................................................273 Dialogic ..................................................................................................................................273
Dialogic Hardware Installation & Settings .................................................................................... 273 Dialogic Software Installation ........................................................................................................ 274 Install Dialogic Service Update 106 (or Service Update 114) ....................................................... 275 Configure the Dialogic Boards ....................................................................................................... 275 Configure the Primary Master & Slave Boards ............................................................................. 275 Configure the D/41 Board .............................................................................................................. 276 Configure a PRI Board for Lucent_G3 .......................................................................................... 276 Configure a PRI Board for Nortel_Meridian ................................................................................. 277 Start the Dialogic Service ............................................................................................................... 277
OmniVox ................................................................................................................................277
Define a User for OmniVox ........................................................................................................... 277 Workgroup ..................................................................................................................................... 277 Domain ........................................................................................................................................... 278
8 Contents
Apex .......................................................................................................................................279
Install the Sentinel Driver .............................................................................................................. 279 Install the APEX License Dongle .................................................................................................. 279 Install the Apex Authorization Keys .............................................................................................. 280 Start the APEX Service .................................................................................................................. 280 Workgroup ..................................................................................................................................... 280 Domain ........................................................................................................................................... 281 Verify the APEX Authorization Keys ............................................................................................ 281 Install the Supplied Apex Patch ..................................................................................................... 283 Verify the Apex Startup Table ....................................................................................................... 283
Appendix D
Remove Unnecessary Steps from the Explore Migration Tool ........................................297 Index .......................................................................................................................................307
Figures
Figure 1. Message Queuing Server dialog box ........................................................................38 Figure 2. IDOL Welcome dialog box ......................................................................................43 Figure 3. Windows Admin Privilege dialog box .....................................................................43 Figure 4. License Agreement dialog box .................................................................................44 Figure 5. Select Install Set dialog box .....................................................................................44 Figure 6. Select Install Folder dialog box ................................................................................45 Figure 7. Select Shortcut Folder dialog box ............................................................................46 Figure 8. IDOL Server Host dialog box ...................................................................................46 Figure 9. IDOL Server Port Settings dialog box ......................................................................47 Figure 10. DiSH Server Port Settings dialog box ....................................................................48 Figure 11. Executable (and Service) Prefix dialog box ...........................................................48 Figure 12. SMTP Server Details dialog box ............................................................................49 Figure 13. DiSH LicenseKey File dialog box ..........................................................................49 Figure 14. Retina: IDOL Server Information dialog box .........................................................50 Figure 15. HTTP Fetch IDOL Server Details dialog box ........................................................51 Figure 16. HTTP Fetch Details dialog box ..............................................................................51 Figure 17. File System IDOL Server Details dialog box .........................................................52 Figure 18. File System Fetch Details dialog box .....................................................................53 Figure 19. Pre-Installation Summary dialog box .....................................................................53 Figure 20. Installing Autonomy IDOL Server dialog box .......................................................54 Figure 21. Install Complete dialog box ....................................................................................54 Figure 22. Custom setup for Explore IDOL Integration ..........................................................55 Figure 23. Qfiniti Database Information tab ............................................................................80 Figure 24. Upgrade IDOL Explore Databases tab ...................................................................81 Figure 25. Import the IDOL Principals tab ..............................................................................82 Figure 26. Explore Migration Tool window ............................................................................82 Figure 27. IDOL Server Information tab .................................................................................83 Figure 28. Export IDOL Principals tab ....................................................................................84 Figure 29. Export IDOL Categories tab ...................................................................................84 Figure 30. Export IDOL Explore Databases tab ......................................................................85 Figure 31. Export IDOL Agent Assist Databases tab ..............................................................85 Figure 32. Upgrade IDOL tab ..................................................................................................86 Figure 33. Import IDOL Categories tab ...................................................................................88 Figure 34. Import IDOL Explore Database tab ........................................................................88 Figure 35. Import IDOL Agent Assist Databases tab ..............................................................89 Figure 36. Finished tab .............................................................................................................89 Figure 37. Search for the uid and license folders .....................................................................95 Figure 38. Setup for Qfiniti 3.5 Server ....................................................................................98 Figure 39. Install Shield Wizard dialog box ............................................................................98 Figure 40. ASP.NET 2.0 dialog box ........................................................................................99 Figure 41. Welcome dialog box ...............................................................................................99
10 Figures
Figure 42. Logon Information dialog box ..............................................................................100 Figure 43. Browse for Logon Information dialog box ...........................................................100 Figure 44. License Agreement dialog box .............................................................................101 Figure 45. Customer Information dialog box .........................................................................101 Figure 46. Custom Setup dialog box ......................................................................................102 Figure 47. Web Server dialog box (existing server) ..............................................................104 Figure 48. IDOL Server Information dialog box ...................................................................105 Figure 49. Ready to Validate Prerequisites dialog box ..........................................................105 Figure 50. Ready to Install the Program dialog box ..............................................................106 Figure 51. Firewall may stop the Prerequisite Checker .........................................................106 Figure 52. Qverify: Test Results with a warning ...................................................................107 Figure 53. Qverify: Test ResultsFailure Report page ........................................................108 Figure 54. Qverify: Test ResultsValidation Passed Report ...............................................109 Figure 55. Installing Qfiniti 3.5 Server dialog box ................................................................110 Figure 56. Qfiniti Server Services Configuration dialog box ................................................111 Figure 57. Web Service Settings dialog box ..........................................................................111 Figure 58. Database Settings dialog box ................................................................................112 Figure 59. Report Server Settings dialog box ........................................................................113 Figure 60. IDOL Server Information (Qfiniti Explore) dialog box .......................................113 Figure 61. IDOL Server Information (Qfiniti Assist) dialog box ..........................................114 Figure 62. Web Survey Settings dialog box ..........................................................................114 Figure 63. Survey Service Settings dialog box ......................................................................115 Figure 64. Survey Switch Connections dialog box ................................................................115 Figure 65. Qfiniti Integration Hub dialog box .......................................................................116 Figure 66. Ready to Configure dialog box .............................................................................116 Figure 67. Configuring Qfiniti Server dialog box ..................................................................117 Figure 68. Configuration Complete dialog box .....................................................................117 Figure 69. Installation Complete dialog box ..........................................................................118 Figure 70. InstallShield Wizard dialog box (1) ......................................................................124 Figure 71. InstallShield Wizard dialog box (2) ......................................................................124 Figure 72. Microsoft Visual C++ Redistributable message box ............................................125 Figure 73. Microsoft ASP.NET 2.0 AJAX Extensions 1.0 message box ..............................125 Figure 74. InstallShield Wizard message box ........................................................................125 Figure 75. Server Welcome dialog box .................................................................................126 Figure 76. Logon Information dialog box ..............................................................................126 Figure 77. Browse for a User Account dialog box ................................................................127 Figure 78. License Agreement dialog box .............................................................................127 Figure 79. Customer Information dialog box .........................................................................127 Figure 80. Custom Setup dialog box (1) ................................................................................128 Figure 81. Invalid Feature Selection error message ...............................................................128 Figure 82. Web Server dialog box (existing server) ..............................................................129 Figure 83. IDOL Server Information dialog box ...................................................................129 Figure 84. Ready to Validate Prerequisites dialog box ..........................................................130 Figure 85. Ready to Install the Program dialog box ..............................................................130 Figure 86. Firewall may stop the Prerequisite Checker .........................................................131 Figure 87. Qverify: Test Results with a warning ...................................................................132
11
Figure 88. Qverify: Test ResultsFailure Report page ........................................................133 Figure 89. Qverify: Test ResultsValidation Passed Report ...............................................134 Figure 90. Installing Qfiniti 3.5 Server dialog box ................................................................135 Figure 91. Qfiniti Server Services Configuration dialog box ................................................135 Figure 92. Web Service Settings dialog box ..........................................................................136 Figure 93. Database Settings dialog box ................................................................................136 Figure 94. Report Server Settings dialog box ........................................................................137 Figure 95. IDOL Server Information (Qfiniti Explore) dialog box .......................................137 Figure 96. IDOL Server Information (Qfiniti Assist) dialog box ..........................................138 Figure 97. Web Survey Settings dialog box ..........................................................................138 Figure 98. Survey Service Settings dialog box ......................................................................139 Figure 99. Survey Switch Connections dialog box ................................................................139 Figure 100. Qfiniti Integration Hub dialog box .....................................................................140 Figure 101. Ready to Configure dialog box ...........................................................................140 Figure 102. Configuring dialog box .......................................................................................141 Figure 103. Configuration Complete dialog box ...................................................................141 Figure 104. Installation Complete dialog box ........................................................................142 Figure 105. TranServer/VDP Configuration UtilityGeneral tab ........................................142 Figure 106. InstallShield Wizard Completed dialog box .......................................................143 Figure 107. Report Installer DOS window ............................................................................143 Figure 108. DOS window with Done! message .....................................................................144 Figure 109. Qfiniti 3.5 SP1 Client installersetup.exe ........................................................146 Figure 110. Qfiniti 3.5 Client Requirements dialog box ........................................................146 Figure 111. Welcome dialog box ...........................................................................................147 Figure 112. License Agreement dialog box ...........................................................................147 Figure 113. Customer Information dialog box .......................................................................148 Figure 114. Setup Type dialog box ........................................................................................148 Figure 115. Custom Setup dialog box (3) ..............................................................................149 Figure 116. Custom Install menu ...........................................................................................149 Figure 117. Change Destination dialog box ...........................................................................150 Figure 118. Agent Monitor Configuration dialog box ...........................................................151 Figure 119. WebServer Hostname dialog box .......................................................................151 Figure 120. Ready to Validate Prerequisites dialog box ........................................................152 Figure 121. Windows Security Alert dialog box ...................................................................152 Figure 122. Validation Failed dialog box ..............................................................................153 Figure 123. Test ResultsWarning page ..............................................................................154 Figure 124. Ready to Install the Program dialog boxVerification Passed .........................155 Figure 125. Validation Passed Report page ...........................................................................155 Figure 126. Installing Qfiniti 3.5 Client dialog box ...............................................................156 Figure 127. InstallShield Wizard Completed dialog box .......................................................156 Figure 128. Qfiniti Desktop Properties (1) ............................................................................158 Figure 129. Application Publishing Wizard dialog box ........................................................159 Figure 130. Specify What to Publish dialog box ...................................................................160 Figure 131. Program Neighborhood Setting dialog box ........................................................160 Figure 132. Specify Application Appearance dialog box ......................................................161 Figure 133. Specify ICA Client Requirements dialog box ....................................................161
12 Figures
Figure 134. Specify Application Limits dialog box ...............................................................162 Figure 135. Specify Servers dialog box .................................................................................162 Figure 136. Welcome to the ICA File Wizard dialog box .....................................................163 Figure 137. Specify Sessions Setting dialog box ...................................................................164 Figure 138. Encryption dialog box ........................................................................................164 Figure 139. Specify ICA Compression dialog box ................................................................165 Figure 140. Select Audio Settings dialog box ........................................................................166 Figure 141. TCP/IP+HTTP Server dialog box .......................................................................167 Figure 142. Specify ICA File Name dialog box ....................................................................168 Figure 143. Create HTML File dialog box ............................................................................169 Figure 144. ICA File Summary dialog box ............................................................................170 Figure 145. Qfiniti Desktop Properties (2) ............................................................................170 Figure 146. New Task dialog box ..........................................................................................175 Figure 147. Schedule tab ........................................................................................................176 Figure 148. Set up the switch .................................................................................................179 Figure 149. Switch Data .........................................................................................................180 Figure 150. CTI Server ..........................................................................................................180 Figure 151. CTI Server Data ..................................................................................................181 Figure 152. Board Configuration ...........................................................................................181 Figure 153. Board Configuration Data ..................................................................................182 Figure 154. General tab ..........................................................................................................183 Figure 155. Machines .............................................................................................................183 Figure 156. Add the Qfiniti File Server & Agent Monitor to Assigned Machine Components ............................................................................................................................................184 Figure 157. Component Data for Qfiniti Integration Hub .....................................................184 Figure 158. Apex Route dialog box .......................................................................................187 Figure 159. Line Type window ..............................................................................................188 Figure 160. Assign dialog box ...............................................................................................190 Figure 161. Main Menu screen ..............................................................................................206 Figure 162. Explore System Settings dialog box ...................................................................220 Figure 163. Ingestion Settings page .......................................................................................221 Figure 164. Add Transcription dialog box .............................................................................222 Figure 165. Add Language Pack dialog box ..........................................................................223 Figure 166. Add Transerver dialog box .................................................................................224 Figure 167. Add Aggregation ................................................................................................225 Figure 168. TranServer/VDP Configuration UtilityTranscription tab ...............................227 Figure 169. TranServer/VDP Configuration UtilityLanguage Files tab ............................228 Figure 170. TranServer/VDP Configuration UtilityVDP tab ............................................229 Figure 171. TranServer/VDP Configuration UtilityVDP-Transervers tab ........................230 Figure 172. Expand the Databases node in the Object Explorer ...........................................231 Figure 173. Open the linked_server_databases table .............................................................232 Figure 174. Login dialog box .................................................................................................233 Figure 175. SQL backup jobs for Qfiniti_Platform ............................................................... 236 Figure 176. Daily SQL backup job for Qfiniti-Platform ....................................................... 236 Figure 177. Weekly SQL backup job for Qfiniti-Platform .................................................... 237 Figure 178. Master Weekly SQL backup job for Qfiniti-Platform........................................ 237
13
Figure 179. Performance Options dialog boxAdvanced tab ..............................................243 Figure 180. Feature Selection dialog box (1) ........................................................................259 Figure 181. Feature Selection dialog box (2) .........................................................................259 Figure 182. Collation settings ................................................................................................260 Figure 183. Boot.ini file .........................................................................................................262 Figure 184. Running Processes dialog box ............................................................................263 Figure 185. Error message .....................................................................................................264 Figure 186. Select Reporting Services to install ....................................................................264 Figure 187. Reporting Services Configuration Manager .......................................................265 Figure 188. Create a new Application Pool ...........................................................................266 Figure 189. Create a new Report Server ................................................................................266 Figure 190. Configure the Report Server login account ........................................................267 Figure 191. Back up the SQL Server 2000 database .............................................................268 Figure 192. Run a complete backup .......................................................................................269 Figure 193. Restore the backup file .......................................................................................269 Figure 194. Restore the database ...........................................................................................270 Figure 195. Report Definitions folder ....................................................................................272 Figure 196. statusomni display ..............................................................................................282 Figure 197. Apex Startup window .........................................................................................283 Figure 198. Information dialog box with release notes .........................................................285 Figure 199. Choose Destination Location dialog box ............................................................285 Figure 200. Setup Type dialog box ........................................................................................286 Figure 201. Setup Complete dialog box .................................................................................286 Figure 202. Ai-Logix Inc. SmartWORKS dialog box ...........................................................287 Figure 203. Board tab .............................................................................................................288 Figure 204. Qfiniti Database location ....................................................................................290 Figure 205. Results tab ...........................................................................................................290 Figure 206. Query window ....................................................................................................290 Figure 207. Data .....................................................................................................................291 Figure 208. Channel Event Information window ...................................................................293 Figure 209. Query Analyzer window .....................................................................................294 Figure 210. SmartView window ............................................................................................295 Figure 211. Loop Voltage dialog box ....................................................................................295
14 Figures
Tables
Table 1. Servers & services................................................................................................. 30 Table 2. Server usage of domain user accounts .................................................................. 36 Table 3. IDOL components & descriptions ........................................................................ 45 Table 4. IDOL standalone installation structure ................................................................. 56 Table 5. Licensing-related error messages .......................................................................... 61 Table 6. Default IDOL port numbers .................................................................................. 62 Table 7. SoftSound language packs .................................................................................... 67 Table 8. Explore connection source types........................................................................... 81 Table 9. IDOL server information....................................................................................... 83 Table 10. Solutions to common problems........................................................................... 91 Table 11. Server & service deployment ............................................................................ 103 Table 12. Minimum software requirements for upgrades to Qfiniti 3.5 SP1 from 3.0 SP1/3.1.......................................................................................................................... 122 Table 13. Ports for route table ........................................................................................... 187 Table 14. OmniVox board parameters .............................................................................. 188 Table 15. Prompt recording line parameters ..................................................................... 190 Table 16. CallManager.ini for use with Genesys .............................................................. 193 Table 17. SurveyCMI.ini for use with Survey Call Manager ........................................... 198 Table 18. Survey.ini settings ............................................................................................. 209 Table 19. SurveyRouter.ini ............................................................................................... 217 Table 20. Linked server database definitions for multiplatform login.............................. 232 Table 21. Windows default regional setting formats ....................................................... 250 Table 22. Common regional date formats......................................................................... 251 Table 23. Supported ISO Latin 1 character set ................................................................. 252 Table 24. SQL Server 2005 supported quick update and version (or greater).................. 258
16 Tables
Procedures
Before you upgrade Qfiniti Enterprise or perform application maintenance, back up all critical files ...................................................................................................................................... 32 To configure Windows 2003 SP2 ............................................................................................ 37 To install message queuing ...................................................................................................... 38 To run the standalone installer program for IDOL 7.3 ............................................................ 42 To revoke a license, stop the Autonomy solution that is using the license and then execute the following command from a command prompt.................................................................... 60 To change the IDOL port numbers .......................................................................................... 63 To update AutonomyIDOLServer.cfg............................................................................ 66 To update the TranServ.cfg file, change the OutputXMLencoding parameter to the encoding based on the SoftSound language pack you used (see Table 7). ........................ 67 To edit your stop word list ....................................................................................................... 68 To index the data again ............................................................................................................ 68 To add a new IDOL database................................................................................................... 69 To rename an IDOL database .................................................................................................. 69 To stop the IDOL service......................................................................................................... 70 To start the IDOL service......................................................................................................... 70 To update an IDOL license ...................................................................................................... 70 To upgrade IDOL data to migrate from Qfiniti 3.1 to Qfiniti 3.5 SP1 .................................... 75 To upgrade IDOL data to migrate from Qfiniti 3.5 to Qfiniti 3.5 SP1 .................................... 75 Replace the following executables........................................................................................... 75 To install the DIH .................................................................................................................... 76 To install the DAH ................................................................................................................... 77 To configure Qfiniti Explore for use with Distributed Setup .................................................. 78 To upgrade and import the data ............................................................................................... 80 To export the IDOL data .......................................................................................................... 82 To verify that IDOL 5 data was backed up successfully ......................................................... 86 To back up the IDOL 5 configuration files.............................................................................. 87 To install IDOL 7..................................................................................................................... 87 To import the IDOL data that you exported earlier ................................................................. 87 To run IDOLDateTimeZoneFixUtil.exe ..................................................................... 90 To run IDOLViewMetaDataParanthesisFixConsoleUtil.exe .......................... 90 To access the event log ............................................................................................................ 91 To upgrade IDOL data from version 7.1 to version 7.3........................................................... 94 To run IDOLDateTimeZoneFixUtil.exe ..................................................................... 95 To run IDOLViewMetaDataParanthesisFixConsoleUtil.exe .......................... 96 To ensure that a machine meets the minimum requirements before installation, you can run the verification utility................................................................................................................ 98 To install the Qfiniti servers for version 3.5 SP1..................................................................... 98 To run the verification utility manually ................................................................................. 118 To run the Qfiniti Server Services Configuration utility manually ....................................... 119
18 Procedures
If you need to restore the configuration files, either run the Qfiniti Server Services Configuration utility again or delete the configuration files and rename the backup file (.cfg.bak) to the configuration file name (.cfg). ................................................................ 119 To upgrade the Qfiniti servers ............................................................................................... 123 To install using User Access Control (UAC), right-click setup.exe and select Run as Administrator. ..................................................................................................................... 145 To ensure that a machine meets the minimum requirements before installation, run qVerify.exe........................................................................................................................ 145 To install the Qfiniti clients ................................................................................................... 146 To change the setting to limit the number of sessions the agent can open ............................ 158 To create an ICA File for Qfiniti Desktop ............................................................................. 163 To install the supervisors client workstation ........................................................................ 171 To synchronize the Qfiniti servers ......................................................................................... 174 To configure the Qfiniti Observe components for using the Qfiniti Integration Hub ........... 179 To map a workstation to an extension ................................................................................... 184 To have Qfiniti deliver alarms as SNMP traps ...................................................................... 185 To set up the route table ......................................................................................................... 186 To set up the line type ............................................................................................................ 188 To set up the Survey prompt record lines .............................................................................. 190 To configure the T-1 switch protocol .................................................................................... 192 To configure the CallManager.ini file.......................................................................... 193 To configure SurveyCMI ....................................................................................................... 196 To configure SurveyCMI outbound lines for PRI ................................................................. 205 To disable Auto-Add, set AgtAutoAdd=0 in the SurveyCMI.ini file. ........................ 209 To configure the Qfiniti startup services................................................................................ 218 To set up the Explore system settings for Qfiniti 3.5 SP1 (and later).................................... 220 To configure multiplatform enterprise login for the Qfiniti Desktop and the Agent Monitor Console.............................................................................................................................. 231 To implement a backup plan .................................................................................................. 237 To back up the IDOL database for Qfiniti Explore ............................................................... 239 To restore the IDOL data ....................................................................................................... 239 To back up the IDOL database for Qfiniti Assist .................................................................. 240 To prevent all loggers from failing ........................................................................................ 242 Before updating any server (Windows, third party programs, Qfiniti updates, or other), have a back-out plan. .................................................................................................................... 244 Before deployment ................................................................................................................. 245 After deployment ................................................................................................................... 245 To verify that SSL is disabled for SQL Reporting Services 2005 ......................................... 261 To configure memory for servers with more than 3 GB of memory ..................................... 261 To install SQL Server 2005 Reporting Services if it was not installed with SQL Server 2005 ... 264 To upgrade a Microsoft SQL Server 2000 database to Microsoft SQL Server 2005 for Qfiniti, follow these steps to migrate the existing Qfiniti_Platform database to SQL Server 2005 ........................................................................................................................................... 267 To manually install Qfiniti reports for SPL 2005 .................................................................. 271 To install the Dialogic D/240PCI-T1 or D/240JCT-T1 card ................................................. 273
19
To install the Dialogic D/41ESC or D/41EPCI card.............................................................. 273 To install the Dialogic CT-Bus cable using the 8-drop Dialogic CT-Bus cable, connect each of the Dialogic cards together................................................................................................ 274 To install Dialogic 5.1.1......................................................................................................... 274 To install the Dialogic Service Update .................................................................................. 275 To configure the primary master and slave boards ................................................................ 275 To configure the D/41 board .................................................................................................. 276 To configure a PRI board....................................................................................................... 276 To configure a PRI Board for Nortel_Meridian..................................................................... 277 To restart the Dialogic Service after you configure the boards, select Service, Start Service or click the green button. ....................................................................................................... 277 To create a user through a workgroup ................................................................................... 277 To install the OmniVox software........................................................................................... 278 To install the Sentinel driver .................................................................................................. 279 To install the Apex authorization keys .................................................................................. 280 To start the APEX service...................................................................................................... 280 To verify the APEX authorization keys ................................................................................. 281 To install the supplied Apex patch......................................................................................... 283 To verify the Apex startup table ............................................................................................ 283 To increase the AMPS delay.................................................................................................. 284 To install the SmartWORKS software................................................................................... 284 After you install the Ai-Logix software, configure the boards .............................................. 287 To create a phone model not listed in the Configuration Manager for a station-side logger. 290 To configure the analog phone voltage.................................................................................. 295 To remove steps from the Explore migration tool ................................................................. 302
20 Procedures
Preface
This installation guide is for Autonomy or Value Added Reseller (VAR) Field Service Engineers (FSE) who will install Qfiniti Enterprise 3, including the Autonomy IDOL server. It contains installation options and information on installing third-party hardware and software. This preface contains the following sections.
About this Guide Related Documents, page 24. Autonomy Technical Support, page 26.
Version
The information in this book is current as of Qfiniti Enterprise 3, version 3.5 SP1. The contents were last modified March 2009. Corrections or updates to this information may be available from time to time through the Autonomy etalk Support Web site. Effective with version 3.5 SP1, Qfiniti Enterprise 3 can run on Windows Vista.
22 Preface
Additionally, Qfinitis streamlined evaluation solution provides todays most advanced evaluation tools that automate many basic evaluation tasks and improve your quality programs precision and efficiency. You can quickly and easily evaluate team member performance and target areas for improvement. This guide includes the following chapters and appendixes.
Chapter 1, Get Started provides an overview of the Qfiniti installation process. It is important to read this chapter before you install, upgrade, or perform application maintenance on Qfiniti Enterprise 3.5 SP1. Chapter 2, Pre-Installation Requirements discusses the tasks that you must perform before you install the Qfiniti software. It contains important notes about installing specific Qfiniti components. Before you can successfully install the Qfiniti software, you must thoroughly understand these requirements. Chapter 3, Install & Configure the IDOL 7.3 Server discusses how to install, configure and update the IDOL server to work with Qfiniti. Chapter 5, Install the Qfiniti Servers discusses the single installer program for all the Qfiniti server installations and the standalone utilities that verify that machine prerequisites are met. Chapter 6, Upgrade to Qfiniti Server 3.5 SP1 & Configure the Qfiniti Servers describes procedures for upgrading and configuring these tasks. Chapter 4, Migrate the IDOL Server Data for Qfiniti Upgrades deals with how to migrate data from IDOL Server 5 to IDOL Server 7. Chapter 7, Install the Qfiniti Client describes how to use the Qfiniti Client Installer to install all Qfiniti clients for a machine during a single installation. It also covers upgrading and validating workstations for team members. Chapter 8, Configure the Server Componentsprovides instructions on configuring the various server components. Complete these procedures after you install the Qfiniti servers and clients discussed in Chapters 47. Chapter 9, Backup & Maintenance Plans describes how to create these plans.
Appendix A, Character Support describes the use of regional settings and characters. Appendix B, Install & Upgrade Microsoft SQL Server 2005 & Microsoft SQL Server 2005 Reporting Services contains installation and upgrade instructions.
23
Appendix C, Install Third-Party Products describes installation for Dialogic, OmniVox, Apex, and Ai-Logix components. Appendix D, Remove Unnecessary Steps from the Explore Migration Tool describes the most common customization of the Explore Migration Tool: remove steps that do not apply to a customers installation.
Stylistic Conventions
Autonomy documentation uses the following stylistic conventions to add additional meaning to some text within paragraphs.
Format
Usage
Narrative text. Identifies: User interface elements in narrative text (for example, click menu names, commands, names of text boxes or buttons). Parameters and their values. Example: Click Cancel to halt the operation.
Plain
Bold
Italic
Emphasizes XML or HTML code, custom settings, book titles, and new terms or other emphasized text. Examples: For more information, refer to the Administration Guide for Qfiniti Enterprise 3. An action command is a request, such as a query or indexing instruction, sent to IDOL Server.
Monospace
File names, paths, code and configuration examples. Path names include double quotes when the path includes one or more spaces:
C:\Program Files\Qfiniti\Logs
Monospace Italic Replaceable strings in file paths and code: username password Monospace Bold Data types and required user input:
Hypertext Link
Heading
C:\Program Files\Qfiniti\Logs
24 Preface
Usage
Brackets describe optional syntax, as in [-create] to specify a nonrequired option. A bar indicates either | or choices, as in [option1] | [option2]: In this example, you must choose between option1 and option2.
{required}
Braces describe required syntax in which you have a choice and at least one choice is required, as in: {[option1] [option2]} In this example, you must choose option1, option2, or both options.
Absence of braces or brackets indicates required syntax in which there is no choice; you must enter the required syntax element. Italics specify items to be replaced by actual values, as in -merge filename1 filename2 Note. In some documents, angle brackets denote these items: <filename1> <filename2>
...
Ellipsis indicates repetition of the same pattern, as in: -merge filename1, filename2 [, filename3 ... ] where the ellipses specify, filename4, filename 5 and so on.
Punctuation
The use of punctuation (such as single () and double quotes (), commas, and periods) indicates actual syntax. It is not part of the syntax definition.
The following Autonomy terms have changed. Note that the obsolete Autonomy terms may still be used by third-party vendors for their updates.
Current Term
Quick Update
Obsolete Term
Hot Fix
Meaning
Pre-release version of a solution that resolves an issue in the customers environment. Intended to provide relief until the solution is delivered in a formal capacity. Rarely includes documentation. The term Hot Fix may still apply to third-party software.
Update
Patch
A rollup of quick updates for wide distribution. Includes documentation. The term Patch may still apply to third-party software.
A rollup of several updates to consolidate the work thats been done on a released version. Often introduce enhancements. Contains all solutions and enhancements made through updates or service packs in previous released versions.
Related Documents
The documents in this section are related to the Qfiniti installation and you may require them before or during installation. Obtain the
25
latest versions from Infomine in the path: Resources > etalk products > Qfiniti.
The Qfiniti 3.5 SP1 Installation Checklist supports the installation process. You still need to refer to the guide for details. The Qfiniti 3.5 SP1 Configuration Guide shows system administrators how to configure Qfiniti application programs and system security for the platform, monitor the system, configure alarms, maintain and support the system. The Qfiniti 3.5 SP1 Administration Guide is for Qfiniti administrators to use to configure the Qfiniti platforms global parameters that determine how Qfiniti operates. It includes settings for alarms, licenses, the Qfiniti platform, and Observe. The Qfiniti 3.5 SP1 User Guide is for use by Qfiniti team members (agents and supervisors) to perform their daily tasks. Qfiniti_3.5_SP1_3.1_3.0_SP1__Hotfixes.xls Readme.txt files for applicable quick updates.
Requirements Documents
The requirements documents are available at: http://productmanagement.etalk.com/SM_Projects.asp.
Qfiniti 3.5 SP1 Release Notes Whats New in Qfiniti Enterprise Qfiniti 3.5 SQL Server Recommendations Document Qfiniti 3.5 SP1 Server Requirements contains hardware and software requirements. Qfiniti 3.5 SP1 Desktop Requirements contains hardware and software requirements for supervisor, agent, and Assist desktop computers. Qfiniti 3.5 Server Sizing Considerations contains factors to consider for the Observe, Platform, IDOL, and Ingestion servers. Qfiniti 3.5 Port Assignments and Socket Connection Initialization shows the entire list of TCP/IP socket ports used by the Qfiniti system. Qfiniti 3.5 Agent Monitor Console Requirements contains hardware and software requirements. Qfiniti 3.5 Redundancy and Reliability Qfiniti 3.5 Part Numbers
26 Preface
Qfiniti 3.5 Database Schema Qfiniti Enterprise Configurator Spreadsheet v5.7 Survey 3.x Server Requirements and Certified Platforms
Other Documents
Other documents related to installing Qfiniti are:
Configuration Guide for Qfiniti Survey 3.5 SP1 (It was formerly named Installation Guide for Qfiniti Survey. The name changed because the installation of Qfiniti Survey is part of the present guide.) Microsoft SQL Server Installation Guide contains information about SQL Named Instances. Autonomy etalk Switch Integration Guide contains the procedure to manually register the Position IDs (PIDs) with the CTI Server if you use a Nortel Symposium switch. Completed Site Info document from the customer.
IDOL Documents
The IDOL installation and configuration processes are separate from the Qfiniti installation (see Chapter 3, Install & Configure the IDOL 7.3 Server, page 41). While the instructions for a standalone system are complete, you may need to see other IDOL guides if special needs arise.
IDOL Administration User and Administrator Guide IDOL Server Administration Guide Distributed Action Handler Administration Guide Distributed Index Handler Administration Guide Eduction User Guide File System Connector Administrator Guide HTTP Connector Administrator Guide Autonomy K2 Upgrade Guide Autonomy Retina User Guide.
27
software products. You can contact Technical Support using any of the following methods: Call, fax, or send an e-mail message. Autonomy, Inc. 2200 Ross Avenue, Suite 3500 Dallas, TX 75230 Telephone: (+1) 214.981.3100 24-Hour Support: +1 800.346.4436 Fax: +1 214.981.3500 E-mail: techsupport@etalk.com
28 Preface
1
Get Started
Read this chapter before you install, upgrade, or perform application maintenance on Qfiniti Enterprise 3.5 SP1. The major topics in this chapter are:
Installation Sequence Distribute the Qfiniti Server Components, page 30 Qfiniti Installation CDs, page 31 Qfiniti Quick Updates, page 32 Before You Upgrade or Perform Application Maintenance, page 32 Remote Access, page 33.
Installation Sequence
Autonomy recommends that you follow this sequence to install Qfiniti Enterprise 3.5 SP1. The Installation Checklist provides more detail than this abbreviated list.
1. Determine how to distribute the Qfiniti server components (see
Distribute the Qfiniti Server Components, 30).DraftNot for distribution outside Autonomy, Inc.
2. Ensure that all pre-installation requirements are met (see
Qfiniti 3.5 Server Requirements, Qfiniti 3.5 Desktop Requirements and Qfiniti Agent Monitor Requirements documents.
4. Install and configure the IDOL server (see Install &
each product that the customer licensed), the Autonomy Fetch Services, and the Qfiniti Desktop.
6. If you are upgrading an existing Qfiniti server, see Chapter 6,
page 121.
components.
10. Set up backup and maintenance plans according to Chapter 9,
page 235.
11. If necessary, see the Appendixes to install and configure any
Guide for Survey 3.5 SP1 to configure its operation. Unless otherwise noted, the instructions in this document assume that you use Qfiniti authentication.
Server or Service
Assist Services Database Server Explore IDOL Integration Explore Services Qfiniti Web Survey Contains the Assist server services.
Description
Maintains the Qfiniti SQL Server database, which is centralized and shared across the enterprise. Search engine. Contains the Explore Web server, Explore database server, Explore ingestion server, script adherence server, and the IDOL synch server. Contains the Qfiniti Web Survey application.
Sheet 1 of 2
31
Server or Service
Record Server
Description
Contains the primary voice and screen recording server. The primary voice and screen recording server component includes the Import servers. The Record server installation installs the following components. Screen Recording Proxy Screen Recording Manager Disk Monitor Messaging Server System Monitor Alarm Manager File Server Service.
Contains the SQL Server Reporting Services. Contains Web-based components to provide customer surveys. Contains Web-based components, such as ASP pages and business objects that are required to run the Qfiniti applications. The Web Server also contains Web Services files and components. Installs the distribution service and the report synchronization service.
Sheet 2 of 2
Most installations require at least two physical servers. Depending on customer needs, Autonomy recommends some server deployment configurations over others. If Microsoft SQL Reporting Software (SRS) cannot be installed on the SQL server, Autonomy recommends installing the SRS software on the Platform server where IIS is installed. In this case, the customer may need to purchase additional licenses from Microsoft. (If SQL 2000 and SRS are on the same server, there is no additional licensing needed for the SQL Reporting Services software.) Qfiniti Enterprise 3 supports the use of Microsoft Internet Explorer 7. The agent and supervisor clients support authentication for customers who use the Novell client as the log-in client.
Autonomy IDOL Server 7.3 CD Qfiniti 3.5 SP1 Client CD contains release notes, client
Enterprise documentation.
Qfiniti 3.5 SP1 Server CD contains release notes, server
installation software (for Qfiniti Platform, Observe, Advise, Explore, Expert, Assist, and Survey), and Qfiniti documentation.
Apex Omnivox CD Dialogic 6.x CD contains Dialogic 6.0 and related drivers. Qfiniti EasyLink/Introspect CD Qfiniti 3.5 Service CD contains installation programs for
third-party applications. To install Qfiniti Web Access, see its documentation and CD.
Installation Guide for Qfiniti Web Access User Guide for Qfiniti Web Access.
Infomine requires a secure login. The path to the quick updates is: Resources menu > etalk Products > Qfiniti > Hotfixes!
any maintenance. This helps you to determine whether any problems you encounter are due to existing configuration issues or are caused by the new maintenance.
2. Back up the config files.
33
Program Files.
b. Press F3 to search for files and search for *.config. Note: If there is more than one disk drive, check all disk drives.
folder.
3. Back up the Qfiniti registry. a. Using REGEDIT, browse to HKLM/SOFTWARE/etalk
Corporation.
b. Export the etalk Corporation keys and all subkeys to a reg
file.
c. Save the reg file to a backup folder. 4. As an option, back up the entire Qfiniti folder. 5. When you finish the maintenance, you can use a tool such as
Beyond Compare1 to quickly identify any changes in the config files, reg files, or the file system.
Remote Access
If you connect to a server from a workstation with Terminal Server Connection (using Remote Desktop Protocol), be aware that Windows XP SP3 changed:
MSTSC.exe /Console
to:
MSTSC.exe /admin
The /Console switch is ignored in Windows XP SP3, so accessing a Windows 2003 server using this switch simply creates
1. Beyond Compare is a trademark of Scooter Software Inc.
34 Remote Access
a new session, and not really on the console. The /Console switch still works under Windows XP SP2. Therefore, under Windows XP SP3, the new command line is:
%SystemRoot%\System32\mstsc.exe /admin
2
Pre-Installation Requirements
This chapter includes tasks that you must perform before you install the Qfiniti software. It also includes important notes about installing specific Qfiniti components. Before you can successfully install the Qfiniti software, you must thoroughly understand these requirements. Autonomy recommends that you read this entire chapter to become familiar with all the requirements.
36 Pre-Installation Configuration
Pre-Installation Configuration
Set Up a Domain User Account for All Servers
For server installations, the installation of Qfiniti servers gathers and stores a single domain user account. Before you start the Qfiniti server installation, you must create a domain user account on the domain server. This account must be a member of the local administrators group on each Qfiniti server. All servers should be on a single domain. This account will be validated during installation. Therefore you must perform the installation on a machine that has joined to the domain and it must run while you are logged in using a domain account that has permission to access LDAP. Check with the local administrator to make sure this account is not restricted by any local or domain policies. Use the domain user account to perform the server installations. You will also use the account on an ongoing basis as shown in Table 2.
Table 2. Server usage of domain user accounts
Server
Database Server Record Server
Web Server
Configure SSL 37
5. Select Internet Information Services (IIS) and click Details.... 6. Select the following check boxes and click OK.
Common Files Internet Information Services Manager World Wide Web Service
7. Select World Wide Web Service and click Details.... 8. Select the following check boxes, and click OK.
Wizard.
10. Click Next to complete the configuration.
Configure SSL
To enable SSL, install an SSL Web Site Certificate and associate it with Qfiniti. When a request to a Web server executes over SSL, the client reviews the certificate's information for validity. If the domain listed in the URL does not match that of the certificate or if the date on the client machine falls outside of the dates set in the certificate, the client refuses to communicate over SSL.
38 Installation Notes
Installation Notes
Note the following special considerations for Qfiniti servers.
Database Server
If you use an SQL Named Instance, the instance must already exist. For more information, refer to the Microsoft SQL Server Installation Guide.
Note. The Database User ID must have the default language set to English in the SQL user properties. Qfiniti uses this account to communicate the stored procedures and functions. They require English formatting.
Web Server 39
the screen.
Web Server
The Qfiniti software requires the account named Network Service to have Full rights on C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\Machine Keys on the Web Server. This requirement exists to support importing license keys. If Microsoft .NET Framework version 2.0 has not been installed before you install the Qfiniti software, you may be prompted to reboot before installing the rest of the applications.
IDOL Server
After Autonomy sends the IDOL license file (licensekey.dat) to your organization by e-mail, you must save this file to a folder on the IDOL server. While you can save it in any folder, the installation procedure (that begins on page 42) assumes that you save it in:
c:\Documents and Settings\<Administrators_User_ID>
40 Installation Notes
3
Install & Configure the IDOL 7.3 Server
The major topics in this chapter are:
Before You Install Install IDOL, page 42 Installed Directory Structure, page 56 Licenses, page 58 Configure the IDOL Server, page 61 Update the HTTP Fetch Configuration Files, page 71 Update the File System Fetch Configuration File, page 74 Update the IDOL Server, page 75 Supporting Distributed IDOL Setup for Qfiniti Explore, page 76.
Supported Platforms
IDOL runs on a variety of Windows and UNIX platforms. This chapter assumes an installation on Windows. Refer to the IDOL 7.3 Release Notes for a detailed list of supported platforms.
System Requirements
Basic requirements:
IDOL should be installed by the system administrator. You cannot run IDOL with restricted file system permissions (for example disk quotas, file handle limits or memory limits).
42 Install IDOL
Your file system must permit file locking (this means you cannot run IDOL on an NFS mount, for example). Your network must support TCP/IP. If you run antivirus software on the machine hosting IDOL server, ensure that it does not monitor the IDOL server directories, as this can have a serious impact on IDOL server performance.
Qfiniti Enterprise 3.5 SP1 Server Requirements Qfiniti 3.5 SP1 Server Sizing Considerations.
Install IDOL
Note that IDOL 7.3 includes two installations. Use the Standalone installation.
installation is an installer that requires a multi-step installation process to install IDOL and IDOL Administration. The IDOL with Administration installer is described in the IDOL Administration User and Administrator Guide.
IDOL Standalone. The IDOL Standalone installation is a simpler, single-pass installer that is similar to the traditional IDOL installer and does not include IDOL Administration. The Standalone installer is described in this chapter. Use the standalone installation for use with Qfiniti.
2. Read the text and click Next. The Windows Admin Privilege dialog box opens (see Figure 3). Figure 3. Windows Admin Privilege dialog box
44 Install IDOL
License Agreement, and click Next. The Select Install Set dialog box opens (see Figure 5).
Figure 5. Select Install Set dialog box
Select each component that you want to install (Table 3 shows all the components) and click Next.
Table 3. IDOL components & descriptions
Component
IDOL Server DiSH License Server Distributed Handlers Retina Web Application Component Framework
Description
Installs Autonomy IDOL server. This includes content server, community server, category server, agentstore server, and the IndexTasks component. Installs an Autonomy DiSH, which is required for licensing. Installs Distributed Action Handler and Distributed Index Handler. This feature should be installed as part of a distributed architecture. Installs Autonomy Retina, a Web application that provides a user interface for the functionality IDOL server supplies. Installs the Component Framework, which provides an easy way to implement a search capability in your new or existing application, and the Business Console, which is an application you can use to manipulate information-classification structures and indexes. Provides utilities to upgrade your K2 5.x6.x collections, parametric indexes, taxonomies, topic sets, profile nets, and synonyms to K2 7.3. Installs the File System Connector, an Autonomy connector that automatically aggregates documents from file systems on local or network machines and indexes them into an IDOL server. Installs HTTP Connector, an Autonomy connector that automatically aggregates documents from Web site and indexes them into an IDOL server.
5. In the Select Install Folder dialog box (see Figure 6), Specify
the directory where you want to install IDOL. By default, the system installs on C:\Autonomy\IDOLServer with Windows, but you can click Choose to navigate to another location. Click Next. The Select Shortcut Folder dialog box opens (see Figure 7).
Figure 6. Select Install Folder dialog box
46 Install IDOL
6. Select a location for shortcut icons, and click Next. The IDOL
172.16.0.1
server will be installed and click Next. The IDOL Server Port Settings dialog box opens (see Figure 9).
Figure 9. IDOL Server Port Settings dialog box
Service Port
48 Install IDOL
9. If you selected to install the DiSH server, the DiSH Server Port
The Executable (and Service) Prefix dialog box opens (see Figure 11).
Figure 11. Executable (and Service) Prefix dialog box
letters and numbers and should not start with a number. By default, this is Autonomy. Click Next to continue. The SMTP Server Details dialog box opens (see Figure 12).
Figure 12. SMTP Server Details dialog box
The DiSH LicenseKey File dialog box opens (see Figure 13).
Figure 13. DiSH LicenseKey File dialog box
license key file (licensekey.dat), which you obtained by e-mail when you purchased IDOL. Click Next to continue. The
50 Install IDOL
Retina: IDOL Server Information dialog box opens (see Figure 14).
Figure 14. Retina: IDOL Server Information dialog box
172.16.0.1
Index Port
15. The HTTP Fetch IDOL Server Details dialog box opens (see
Figure 15).
Figure 15. HTTP Fetch IDOL Server Details dialog box
172.16.0.1
The HTTP Fetch Details dialog box opens (see Figure 16).
Figure 16. HTTP Fetch Details dialog box
52 Install IDOL
The File System IDOL Server Details dialog box opens (see Figure 17).
Figure 17. File System IDOL Server Details dialog box
172.16.0.1
The File System Fetch Details dialog box opens (see Figure 18).
Figure 18. File System Fetch Details dialog box
54 Install IDOL
20. Check the settings you made and click Install. The Installing
The progress of the installation process is indicated. If you want to abort the installation process, click Cancel. Upon completion the Install Complete dialog box opens (see Figure 21).
Figure 21. Install Complete dialog box
installation.
22. Apply the updates to IDOL by running the application
programs in the Updated Components folder on the Qfiniti IDOL Server 7.3 installation CD.
Post-Installation Instructions 55
23. When you install the IDOL Integration Server (see Chapter 5),
Post-Installation Instructions
1. Run the Qfiniti Server Installer program on the IDOL server
and install the Qfiniti Explore Server (see Chapter 5, Install the Qfiniti Servers, page 97 for installation procedures). Choose at least the option for Explore IDOL Integration. This option places the AutonomyIDOLServer.cfg file with the one customized for Qfiniti Explore (see Figure 22).
Figure 22. Custom setup for Explore IDOL Integration
the C:\Autonomy\IDOLServer\IDOL folder, so if you installed the IDOL server to any other drive or folder, you must manually copy this file to the correct location.
3. After you copy the file, open the file to edit the paths. For
example if you installed the IDOL server on d:\Autonomy, replace all occurrences of c:\Autonomy with d:\Autonomy.
4. Update the installation with the latest version of the IDOL
components from the Autonomy IDOL Server CD \Updated Components. Follow the instructions in the readme.txt file to manually copy the updated IDOL components to the correct directory.
Note. Any IDOL components that are available in a Qfiniti update overwrite the components you obtained from the CD.
where, AutonomyDir is the Autonomy installation directory. for example, C:\Autonomy or /opt/Autonomy. The IDOLServer directory contains the files and subdirectories shown in Table 4 when all components are installed. Note that bold text indicates folders.
Table 4. IDOL standalone installation structure appserver DiSH audit documentTracking errors graphs license Contains the DiSH License Server folders and files. Contains audit data.
Contains audit data. Contains internal data files. Contains generated graphs. Contains license data. Note. You must not remove the content of this directory.
logs uid AutonomyDISH.exe AutonomyDISH.cfg Eduction common_en_us.ecr edktool[.exe] FileSystemFetch HTTPFetch IDOL agentstore category category cluster
Contains log files for each configured log stream. Contains document tracking and license files. DiSH executable. Configuration file containing the DiSH settings. Contains Autonomy Eduction files. Refer to the Eduction User Guide. Eduction compiled grammars. Eduction command-line tool. Contains File System Connector folders and files. Refer to the File System Connector Administrator Guide and IDOL online help. Contains HTTP Connector folders and files. Refer to the HTTP Connector Administrator Guide and online help. Contains IDOL server folders and files. Contains agent and category data stored by IDOL server Contains category data stored by IDOL server Contains categories. Contains cluster data. Sheet 1 of 3
Post-Installation Instructions 57
Table 4. IDOL standalone installation structure (continued) imex license Contains category files to be imported and exported. Contains license data. Note. You must not remove the contents of this directory. taxonomy uid Contains taxonomy files. Contains document tracking and license files. Note. You must not remove the contents of this directory. community license Contains files for the IDOL server community features. Contains license data. Note. You must not remove the contents of this directory. uid users content dynterm Indexqueue license Contains document tracking and license files. Contains users. Contains content data. Contains a list of terms and their occurrences. Contains internal data files. Contains license data. Note. You must not remove the contents of this directory. main nodetable numeric refindex sortfield status storedstate tagindex uid DLCM help indextasks langfiles jpn-cha ***.dat files logs modules queryparser templates uid Contains an index of parametric values. Contains document tracking and license files. Contains files for the statistics module. Contains HTML help files for the IDOL server. Contains files for pre-index processing. Contains language resource files Contains data for Japanese sentence breaking. Language-specific stop word lists. Contains log files for each configured log stream. Contains internally used library files. Contains files used by query parser server. Contains templates for generating alerts and e-mails. Contains document tracking and license files. Sheet 2 of 3 Contains items waiting to be indexed. Contains internal data files. Contains document content and metadata. Contains memory mapped files for fast field text operation on numeric fields. Contains an index of document references.
58 Licenses
Table 4. IDOL standalone installation structure (continued) view filters view[.exe] view.cfg AutonomyIDOLServer.cfg AutonomyIDOLServer.exe JRE K2Upgrade Retina UninstallerData Contains files used for document viewing. Contains KeyView filters for viewing document contents. Viewing service application. Viewing service configuration file. IDOL server configuration file. IDOL server executable. Java Runtime Environment. Contains files used to upgrade K2 indexes. Refer to the Autonomy K2 Upgrade Guide. Contains files for the Retina application. Refer to Autonomy Retina User Guide. Contains files used to uninstall IDOL. Sheet 3 of 3
Licenses
The licenses that enables you to run Autonomy solutions are controlled by an Autonomy DiSH server. You must have a running Autonomy DiSH server that resides on a machine with a static known IP address, MAC address, or host name. To obtain a license, contact Autonomy Support and request a license file for your specific installation. This license file is tied to the IP address and ACI port of your DiSH server, and cannot be transferred between machines. When you receive this file from Autonomy Support save it as licensekey.dat to the DiSH subdirectory of your IDOL server installation. Note that you can revoke licenses at any time if, for example, you want to re-allocate them to different clients or if you want to change a client's IP address. You must not:
Change the IP address of the machine on which a licensed module is running (if you are using an IP address to lock your license). Change the service port of a module without first revoking the license. Replace the network card of a client without first revoking the license. Remove the contents of the license and UID directories. Taking any of these actions causes the module to become inoperable.
All modules produce a license.log and service.log file. If a product fails to start, you should examine the contents of these files before submitting a support ticket.
where
DiSHhost is the IP address of the machine on which DiSH resides. port is the ACI port of DiSH ( specified by the Port parameter in the DiSH configuration file's [Server] section).
In response to this command, DiSH returns the requested license information. The following example describes a license to run two instances of IDOL server and one instance of DiSH.
<?xml version="1.0" encoding="UTF-8" ?> <autnresponse xmlns:autn="http://schemas.autonomy.com/aci/"> <action>LICENSEINFO</action> <response>SUCCESS</response> <responsedata> <LicenseDiSH> <LICENSEINFO> <autn:Product> <autn:ProductType>IDOLSERVER</autn:ProductType> <autn:TotalSeats>2</autn:TotalSeats> <autn:SeatsInUse>0</autn:SeatsInUse> </autn:Product> <autn:Product> <autn:ProductType>DISH</autn:ProductType> <autn:TotalSeats>1</autn:TotalSeats> <autn:SeatsInUse>0</autn:SeatsInUse> </autn:Product> </LICENSEINFO> </LicenseDiSH> </responsedata>
60 Licenses
</autnresponse>
This action returns the license to the license server. You can send the LicenseInfo action command (described in the previous section, Display the License Information) from a Web browser to the running DiSH server to check for free licenses. In the following example output from the command, one IDOL server license is available for allocation to a client.
<autn:Product> <autn:ProductType>IDOLSERVER</autn:ProductType> <autn:Client> <autn:IP>192.123.51.23</autn:IP> <autn:ServicePort>1823</autn:ServicePort> <autn:IssueDate>1063192283</autn:IssueDate> <autn:IssueDateText>10/09/2003 12:11:23</autn:IssueDateText> </autn:Client> <autn:TotalSeats>2</autn:TotalSeats> <autn:SeatsInUse>1</autn:SeatsInUse> </autn:Product>
where,
productType is the product type of the Autonomy solution whose license you want to revoke from the inaccessible client. clientHost is the IP address of the inaccessible client machine. clientPort is the port by which service commands are sent to the Autonomy module on the inaccessible client (specified by the ServicePort parameter in the module configuration file's [Service] section).
Error Message
Error: Failed to update license from the license server. Your license cache details do not match the current service configuration. Shutting the service down. Error: License for PRODUCT NAME is invalid. Exiting. Error: failed to connect to license server, using cached licensed details Error: failed to connect to license server. Error code is SERVICE:ERROR CODE Error: failed to decrypt license keys. Please contact Autonomy support. Error code is SERVICE:ERROR CODE Error: failed to update the license from the license server. Shutting down Error: your license keys are invalid. Please contact Autonomy support. Error code is SERVICE:ERROR CODE Failed to revoke license: No license to revoke from server Failed to revoke license from server LICENSE SERVER HOST:LICENSE SERVER PORT. Error code is ERROR CODE Failed to revoke license from server. An instance of this application is already running. Please stop the other instance first Failed to revoke license. Error code is SERVICE:ERROR CODE
Explanation
The configuration of the service has been altered. Verify that the service port and IP address have not changed since the service started. The license returned from the DiSH server is invalid. Ensure that the license has not expired. Cannot communicate with the DiSH server. The product will still run for a limited period, but you should check whether your DiSH server is still available. Failed to retrieve a license from the DiSH server or from the backup cache. Ensure that your DiSH server can be contacted. Contact Autonomy Support and provide them with the exact error message and your license file. Failed to retrieve a license from the DiSH server or from the backup cache. Ensure that your DiSH server can be contacted. Your license keys appear to be corrupt. Contact Autonomy Support and provide them with the exact error message and your license file. The DiSH server cannot find a license to revoke. Failed to revoke a license from the DiSH server. Contact Autonomy Support and provide them with the exact error message. You cannot revoke a license from a running service. Stop the service and try again. Failed to revoke a license from the DiSH server. Contact Autonomy Support and provide them with the exact error message. Sheet 1 of 2
Error Message
Your license keys are invalid. Please contact Autonomy support. Error code is ACISERVER:ERROR CODE Your product ID does not match the generated ID. Your product ID does not match this configuration
Explanation
Failed to retrieve a license from the DiSH server. Contact Autonomy Support and provide them with the exact error message and your license file. Your installation appears to be corrupt. Forcibly revoke the license from the DiSH server and rename your license and uid directories. The service port for the module or the IP address for the machine appears to have changed. Check your configuration file. Sheet 2 of 2
Change the IDOL Port Numbers Configure IDOL to Use a Language Other than English, page 65 Configure the Stop Word List, page 67 Add an IDOL Database, page 69 Rename an IDOL Database, page 69 Stop & Start the IDOL Service, page 70 Update an IDOL License, page 70.
Server
Idol Server Content Server Community Server
Index Port
9001 9011
Query Port
9003
ACI Port
9000 9010 9030
Service Port
9002 9012 9031
Server
Category Server Agent Store
Index Port
Query Port
ACI Port
9020
Service Port
9021 9053
9051
9052
9050
not running.
The file is in the AutonomyHome\IDOL folder, where AutonomyHome is the folder where you installed the IDOL server.
3. In the AutonomyDiSH.cfg, change the port numbers in the
following parameters.
[IDOLServer] ServicePort=9002 ACIPort=9000
The file is in the AutonomyHome\DiSH folder, where AutonomyHome is the folder where you installed the IDOL server.
4. If you use Qfiniti Assist, change the port numbers in the
The file is in the AutonomyHome\FileSystemFetch folder, where AutonomyHome is the folder where you installed the IDOL server. If you use Qfiniti Assist, change the port numbers in the following parameters in AutonomyHTTPFetch.cfg.
[Default] IndexPort=9001
The file is in the AutonomyHome\HTTPFetch folder, where AutonomyHome is the folder where you installed the IDOL server.
5. Delete the following license and UID directories, where
AutonomyHome\IDOL\uid AutonomyHome\IDOL\agentstore\license AutonomyHome\IDOL\agentstore\uid AutonomyHome\IDOL\category\license AutonomyHome\IDOL\category\uid AutonomyHome\IDOL\community\license AutonomyHome\IDOL\community\uid AutonomyHome\IDOL\content\license AutonomyHome\IDOL\content\uid AutonomyHome\DiSH\uid AutonomyHome\DiSH\license
AutonomyIDOLServer.
7. Verify that the following services are running.
8. Verify IDOL runs correctly: a. Run the following command in Internet Explorer. http://localhost:new aci port/action=getstatus
document.
9. Change the etalk.qfiniti.core.config file: a. Locate the file in the following folder on the Web server. QfinitiHome\WebServices b. Update the port number at the following location. \configuration\Etalk.Qfiniti.Core.Bll\configSections\DAL\Init
10. Restart IIS on the Web Server. On the Web server, run the iisreset command from a command prompt. 11. Verify Qfiniti runs properly: a. Start the Qfiniti Desktop. b. Browse to the Analytics tab. c. Ensure that you can see your existing Smart and Global
Views.
Use a language/encoding name listed in the Encodings parameter in the individual language section. Always use a UTF8 encoding; do not use ASCII. For example, use germanUTF8.
2. Remove any unused languages and order the languages in the
[LanguageTypes] section as you want them to appear. Qfiniti Explore lists these languages as selections for creating Smart Views and Global Views.
3. Renumber the languages, starting at zero (0). For example:
Language
UK English US English Canadian English Australian English Italian (Italy) French (France) Canadian French Spanish (Spain) Catalan (Spain) Dutch (Netherlands) German (Germany) Russian (Russia) Mandarin (China) Romanian (Romania) Polish (Poland) Arabic (Modern Standard) Danish (Denmark)
Code
ENUK ENUS ENCA ENAU ITIT FRFR FRCA ESES CAES NLNL DEDE RURU ZHCN RORO PLPL ARMSA DADK
Version
2.4 2.5 2.3 2.2 2.7 2.7 2.5 2.5 2.1 2.1 2.2 2.1 3.0 2.1 3.1 3.0 3.0
Encoding
Latin-1 Latin-1 Latin-1 Latin-1 Latin-1 Latin-1 Latin-1 Latin-1 Latin-1 Latin-1 Latin-1 KOI8r UTF-8 Latin-2 UTF-8 UTF-8 UTF-8
line.
4. Save and close the file.
use the following command to check the status. http://<IDOL Server Name:service port>/a=indexergetstatus
3. Check to see that the file in the initial command was created.
Ensure that the size of the file is not zero, which would mean the file is empty.
4. Run the following command to delete the IDOL database
removed from IDOL. http://<IDOL_Server_Name:service_port>/a=getstatus Look for the section that lists the databases and ensure that no documents exist in each database.
6. Run the following command to index the restored content
restored to IDOL. http://<IDOL_Server_Name:service_port>/a=getstatus Look for the section that lists the databases to ensure that you have the correct number of documents in each database.
named [DatabaseN], where N is one number greater than the previous [DatabaseN] section. For example:
[Database0]Name=Wells [Database1]Name=Bells [Database2] 5. Add a Name parameter to the new database section and set the
the name of, and change the value of the Name= parameter to the new database name.
4. Save and close AutonomyIDOLServer.cfg. Note. The content of the database still exists and is now associated with the new database name. 5. Restart IDOL. See Stop & Start the IDOL Service, page 70.
ended.
Note. If a process does not end, end it by using the End Process feature in Task Manager.
agentstore.exe AutonomyDiSH.exe AutonomyIDOLServer.exe Content.exe (If this process does not end, two content.exe processes will run after you restart IDOL, but this has no effect.) category.exe community.exe content.exe.
AutonomyIDOLServer service.
2. In the Task Manager, make sure the following processes have
licensekey.dat to licensekey.dat.bak.
installDir is %IDOL_HOME%\IDOLserver.
AutonomyHome\IDOL\uid AutonomyHome\IDOL\agentstore\license AutonomyHome\IDOL\agentstore\uid AutonomyHome\IDOL\category\license AutonomyHome\IDOL\category\uid AutonomyHome\IDOL\community\license AutonomyHome\IDOL\community\uid AutonomyHome\IDOL\content\license AutonomyHome\IDOL\content\uid AutonomyHome\DiSH\uid AutonomyHome\DiSH\license
AutonomyHome\IDOLserver\DiSH folder.
5. Restart the IDOL service. For more information, see Stop &
Analytics workspace to ensure your Smart Views and Global Views are present.
omnislave.cfg
This omnislave.cfg file is located in the filters folder in the HTTP Fetch installation folder. This folder is typically at:
C:\Autonomy\IDOLServer\HTTPFetch\filters
Set the OutputCharSet parameter to UTF8 in the following sections of the omnislave.cfg.
[MSWord] OutputCharSet=UTF8 [Rtf] OutputCharSet=UTF8 [Xls] OutputCharSet=UTF8 [Ppt] OutputCharSet=UTF8 [WordPerfect] OutputCharSet=UTF8
AutonomyHTTPFetch.cfg
You must also update the AutonomyHTTPFetch.cfg file. This file is in the HTTP Fetch installation folder. This folder is typically in:
C:\Autonomy\IDOLServer\HTTPFetch
This specifies that HTTP Fetch imports and indexes batches of files into the IDOL server until all files are imported and indexed.
AutonomyHTTPFetch.cfg 73
It may differ slightly if the user name and password are embedded in the Web page.
Example: Job for Web site that needs authentication (new parameters appear in bold face type).
[etalk-insite] DATABASE=AgentAssist_DevTest DEPTH=10 MAXPAGES=2000000000 PAGEDELAY=3 STAYONSITE=false SPIDERREPEATSECS=3600 DATECHECK=0 DATEFORMATS= LOGFILE=etalk-insite.log LoginMethod=AUTHENTICATE LoginURL=https://insite.etalk.com SecurityType=SSL_V3 LoginUserField= LoginUserValue=Test\TestAdmin LoginPassField= LoginPassValue=Admin LoginFieldName0= LoginFieldValue0= CookieName0= CookieValue0= FixedFieldName0=USER_SPECIFIED_LANGUAGE FixedFieldValue0=englishUTF8 URL=https://insite.etalk.com
Example: A job for a Web site that does not need authentication. (The new parameters appear in bold face type.)
[DynDNS] DATABASE=AgentAssist_DevTest DEPTH=10 MAXPAGES=2000000000 PAGEDELAY=2 STAYONSITE=True SPIDERREPEATSECS=3600
DATECHECK=0 DATEFORMATS= LOGFILE=DynDNS.log LoginMethod=NOLOGIN SecurityType=SSL_V23 LoginURL=http://www.dyndns.com LoginUserField= LoginUserValue= LoginPassField= LoginPassValue= LoginFieldName0= LoginFieldValue0= CookieName0= CookieValue0= FixedFieldName0=USER_SPECIFIED_LANGUAGE FixedFieldValue0=englishUTF8 URL=https://www.dyndns.com/support/
omnislave.cfg
Set the OutputCharSet parameter to UTF8 in the following sections of the omnislave.cfg:
[MSWord] OutputCharSet=UTF8 [Rtf] OutputCharSet=UTF8 [Xls] OutputCharSet=UTF8 [Ppt] OutputCharSet=UTF8
omnislave.cfg 75
[WordPerfect] OutputCharSet=UTF8
Install the Qfiniti Servers see Chapter 5 Upgrade to Qfiniti Server 3.5 SP1 & Configure the Qfiniti Servers see Chapter 6.
To upgrade IDOL data to migrate from Qfiniti 3.1 to Qfiniti 3.5 SP1 To upgrade IDOL data to migrate from Qfiniti 3.5 to Qfiniti 3.5 SP1
To upgrade IDOL data to migrate from Qfiniti 3.1 to Qfiniti 3.5 SP1
1. Run the Admin Tool utility to migrate from IDOL 5.x to IDOL
7.3. Follow the steps listed in the Admin Tool documentation for this process.
2. Make a back up of the AutonomyIDOLServer.cfg. 3. After the upgrade from IDOL 5.x to 7.3 is completed, replace
the AutonomyIDOLServer.cfg with the AutonomyIDOLServer.cfg that ships with the Qfiniti 3.5 SP1 Server Installation
4. Run the following two utilities. IDOLDateTimeZoneFixUtil.exe IDOLViewMetaDataParanthesisFixConsoleUtil.exe
To upgrade IDOL data to migrate from Qfiniti 3.5 to Qfiniti 3.5 SP1
Note. All binaries within IDOL 7.x are backward compatible. The databases from one version can be used in another version. 1. Stop the IDOL Server. 2. Make a back up of the AutonomyIDOLServer.cfg. 3. Replace the AutonomyIDOLServer.cfg with the
AutonomyIDOLServer.cfg that ships with the Qfiniti 3.5 SP1 Server Installation. Replace the following executables.
\Autonomy\IDOLServer\IDOL\AutonomyIDOLServer.exe
In some instances, when you restart the IDOL Server, it may issue a message about the license being incorrect. If you run in to this issue, stop the IDOL Server and search for the user ID and license folders on the folder: \Autonomy\IDOLServer and delete these folders and restart the IDOL Server.
5. Your next step is to Upgrade to Qfiniti Server 3.5 SP1 &
Distributed Action Handler Administration Guide Distributed Index Handler Administration Guide.
Refer to the IDOL documents for additional details. The procedure for installing the DAH and DIH components for Qfiniti Explore is explained in this section. You can install the DIH and DAH components on different machines.
to specify the IDOL servers. You can download the latest DIH installation from Automater.
2. Back up the original AutonomyDIH.exe component before
Console or run:
NET START <service_name>
IDOL server locations. Follow the installation dialog box instructions to specify the IDOL servers. You can download the latest DAH installation from Automater.
2. Back up the original AutonomyDAH.exe component before
uncomment the entire [STATECHANGINGACTIONS] section (that is, remove ; at the left side of each line) and add the last line if does not already exist. It is required for pure mirror mode.
[STATECHANGINGACTIONS] MaxQueueSize=1000000 MaxQueuedSCARetries=3 RestrictSCAs=false 5. Start the AutonomyDAH service in the Service Management
Console or run:
NET START <service_name>.
key: IDOL_INDEX_SERVER_ACI_URL.
Value. http://<IDOLDAH>:16000
4
Migrate the IDOL Server Data for Qfiniti Upgrades
This chapter is optional when upgrading from a previous version of Qfiniti. It discusses how to upgrade IDOL data to support:
Migration from IDOL Server version 5 to version 7. IDOL Server 7 is required for use with Qfiniti 3.5, page 79. Migration from Qfiniti version 3.5 to version 3.5 SP1, page 94.
Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
The topics in this section are:
Before you Install, page 79 Install the Explore Migration Tool on the IDOL Machine, page 80 1. Upgrade the Qfiniti Database, page 80 2. Export the IDOL Data, page 82 3. Upgrade IDOL, page 86 4. Import the IDOL Data, page 87 5. Modify the IDOL Data to Qfiniti 3.5 SP1 Format, page 90 Troubleshooting for Migration Tool 5.17.x, page 91 Solutions to Common Problems, page 91 Customize the Explore Migration Tool, page 91.
80 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
installed.
migration tool. The Qfiniti Database Information tab opens (see Figure 23).
Note. Qfiniti 3.5 includes the concept of connection source type and you must provide the values for existing connections. Figure 23. Qfiniti Database Information tab
do this is to copy the string from the <Database Configuration> section of the Etalk.Core.Config file.
3. Click Load to load values from the database and allow the
tool to change the numeric value in the last column titled, Source Type. See Table 8 for valid values.
Table 8. Explore connection source types
Source Type
1 2 3 1
Recording Source
Qfiniti Observe 3.x Qfiniti Observe 1.x/2.x Recorder Unknown
Note. Upgrading IDOL Explore databases is crucial. Qfiniti 3.5 has new fields, including the Source Type field. The new fields must be added to the call data stored in IDOL. 5. If the path in the Database Exports Local Path text box does
not point to the IDOL Explore databases you exported earlier, click Browse to locate the correct folder.
6. Click Load to scan the specified folder for IDOL Explore
databases to upgrade.
Note. Depending on the quantity of records being updated and the size of the files, the upgrade process may take several minutes. After you click Next, wait while the application upgrades the databases. While the tool may appear to stop responding, most likely, it is still processing information. 7. Verify that the list includes all the databases you exported
82 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
should be all databases. Click Next. The Import IDOL Principals tab opens (see Figure 25).
Figure 25. Import the IDOL Principals tab
Figure 27).
Figure 27. IDOL Server Information tab
3. In the IDOL Server Information tab, provide the information shown in Table 9 for the IDOL 5 server. Then, click Next to
continue.
Table 9. IDOL server information
Field
IDOL Server Network Name Query Port Admin Port
Description
While IDOL should always be local, if you cannot reference the server as localhost, enter the server name. Port client machines use to send action commands to IDOL server. By default, this value is 9000. Port administrative client machines use to index documents into IDOL server (and to administer IDOL server). By default, this value is 9001. Full path to the location where IDOL 5 files will be exported. This folder must already exist.
84 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
Note. Principal refers to any entity that can have security privileges. Here it refers to Users, Groups, and Agents in IDOL.
tab appears on the Export IDOL Principals tab. To export Principal data to a different folder, change the path in the Location to Export Files text box. Click Next to start exporting data. The Export IDOL Categories tab opens (see Figure 29).
Figure 29. Export IDOL Categories tab
Note. IDOL refers to Global Views as Categories. 5. The export path you entered in the Export IDOL Principals tab
appears on the Export IDOL Categories tab. To export IDOL Category data to a different folder, change the path in the
data. The IDOL Explore Databases tab opens (see Figure 30).
Figure 30. Export IDOL Explore Databases tab
currently in IDOL. Select the database names. Typically, you should select all databases. Verify that the Location To Export Files is correct and click Next to start exporting data. The Export IDOL Agent Assist Databases tab opens (see Figure 31).
Figure 31. Export IDOL Agent Assist Databases tab
databases currently in IDOL. Click the database names to select them. Typically, you should select all databases.
86 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
Verify that the Location To Export Files is correct, and click Next to start exporting data. The Upgrade IDOL tab opens (see Figure 32).
Figure 32. Upgrade IDOL tab
8. At this point, the Explore migration tool does not allow you to
continue until after IDOL has been upgraded (see 3. Upgrade IDOL, page 86). Click Close Admin Tool. After you upgrade IDOL to the target version, start the Explore migration tool again, and you will automatically return to this point in the migration process.
3. Upgrade IDOL
Upgrading IDOL involves four procedures.
To verify that IDOL 5 data was backed up successfully Choose which type of upgrade to perform., page 79 To back up the IDOL 5 configuration files, page 87 To install IDOL 7, page 87.
verify they are not empty. That is, their file sizes are greater than zero bytes. If either file is missing or empty, click Start Over and export again (see 2. Export the IDOL Data, page 82).
3. For each Explore database you exported, a file called
IDOLDatabaseExport_DatabaseName-0.xml is in
the folder you specified. Ensure that each file is accounted for and is not empty. If any file is missing or empty, click Start Over and export again (see 2. Export the IDOL Data, page 82).
4. For each Agent Assist database you exported, a file called
DatabaseName-0.idx is in the folder you specified. Ensure that each file is accounted for and is not empty. If any file is missing or empty, click Start Over to export again (see 2. Export the IDOL Data, page 82). To back up the IDOL 5 configuration files
1. Back up your AutonomyIDOLServer.cfg in the
AutonomyHome\IDOLServer\IDOL folder, where AutonomyHome is the folder where you installed IDOL server.
2. Back up your stop word lists for each supported language. For
example, if you only record English calls on this server, you back up english.dat in the AutonomyHome\IDOLserver\IDOL\langfiles folder, where AutonomyHome is the folder where you installed IDOL server.
3. Uninstall IDOL 5: a. Open the Control Panel and choose Add or Remove Programs. b. Select IDOLServer from the currently installed programs list, and click Change/Remove. You only need to reboot if
for installation procedures. See Install & Configure the IDOL 7.3 Server, page 41.
2. Copy any changes you made to the IDOL 5
AutonomyIDOLServer.cfg file to the IDOL 7 configuration file. The IDOL 7 configuration is in the AutonomyHome\IDOLserver\IDOL folder, where AutonomyHome is the folder where you installed IDOL server.
88 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
Users.xml file you exported in Step 4, page 84. Click Next. The Import IDOL Categories tab opens (see Figure 33).
Figure 33. Import IDOL Categories tab
text box contains the Categories.xml file you exported in Step 5, page 84. Click Next. The Import IDOL Explore Databases tab opens (see Figure 34).
Figure 34. Import IDOL Explore Database tab
Note. Occasionally IDOL queues an import request and does not start processing it immediately. This is normal and causes the progress bar to remain at 0% until IDOL begins processing the import request. 3. Ensure that the folder specified in the Location to Export Files
text box contains the IDOLDatabaseExport_DatabaseName-0.xml files you exported in Step 6, page 85. Click Load to load the names of all the upgraded Explore databases to import into IDOL.
Click the database names to select them. Typically, you should select all databases. Click Next. The Import IDOL Agent Assist Databases tab opens (see Figure 35).
Figure 35. Import IDOL Agent Assist Databases tab
text box contains the DatabaseName-0.idx files that you exported in Step 7, page 85. Click Load to load the names of all the Agent Assist databases to import into IDOL. Click the database names to select them. Typically, you will select all databases. Click Next. When the process completes, the message shown in Figure 36 informs you the process is finished.
Figure 36. Finished tab
90 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
IDOLDateTimeZoneFixUtil.exe IDOLViewMetaDataParanthesisFixConsoleUtil.exe
To run IDOLDateTimeZoneFixUtil.exe
1. Hand deploy the following file to a folder on the IDOL server.
The folder can any name without spaces in the full path. Copy all the files to the same folder.
IDOLDateTimeZoneFixUtil.exe 2. Run the utility and provide the ACI Port for the IDOL Server and click FIX IDOL Dates. 3. Restart the IDOL server and run
IDOLDateTimeZoneFixUtil.exe for date filtering in Explore searches to work as designed. To run IDOLViewMetaDataParanthesisFixConsoleUtil.ex e
Note. Use the IDOLViewMetaDataParanthesisFixConsoleUtil.exe immediately after upgrading IDOL and to upgrading to 3.5 SP1 and before using (creating or updating Smart Views or Global Views) the upgraded Explore system.
Only run this utility one time on the IDOL server. If you run it more than once, it corrupts the Smart View and Global View definitions. The existing Smart Views and Global Views may not work as expected.
1. Create the \Program Files\Qfiniti folder if one does not already
exist.
2. Place the
example:
IDOLViewMetaDataParanthesisFixConsoleUtil.exe /s:http://localhost:9000
Console. The top node in the left selector pane is System Tools. If it is not expanded, click the Plus (+) icon on the left side.
3. Expand the Event Viewer in the same way to see a list of event
logs.
4. Click the etalk event log to see a series of logs. For each message, the Source column tells you whether Qfiniti or the
Message
Unable to connect to remote server.
Description
This message usually means the connection information provided for IDOL was incorrect, IDOL is not currently running, or an export folder does not exist.
Solution
Ensure IDOL is running and you entered the connection information correctly in the IDOL Server Information tab (see Figure 27, page 83). Ensure that the folders to which data will be exported already exist in the file system. Assign the write permissions to the user. Log in to Qfiniti and click the Idol tab and create a Smart View or Global View. See users with:
This can happen when the current user does not have write permissions on the chosen export folder. Idol does not show users.
/action=usergetuserlist.
92 Upgrade IDOL 5.x Data to 7.x to Support Migration from Qfiniti v 3.1 to v 3.5 SP1
<Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Principals" SortOrder="3" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLPrincipalsCon trol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> </AdminToolControls> </AdminToolSettings> <userSettings> <Autonomy.Qfiniti.AdminTool.Properties.Settings> <setting name="InitialControlSortOrder" serializeAs="String"> <value>1</value> </setting> </Autonomy.Qfiniti.AdminTool.Properties.Settings> </userSettings> <system.net> <settings> <httpWebRequest useUnsafeHeaderParsing="true" /> </settings> </system.net>
94 Upgrade IDOL 7.1 Data to 7.3 to Support Migration from Qfiniti 3.5 to 3.5 SP1
</configuration>
Upgrade IDOL 7.1 Data to 7.3 to Support Migration from Qfiniti 3.5 to 3.5 SP1
To upgrade IDOL data from version 7.1 to version 7.3
1. Make a back up copy of the AutonomyIDOLServer.cfg
in c:\Autonomy\IDOL_server\IDOL.
2. Stop the IDOL server. 3. Replace the AutonomyIDOLServer.cfg with the
In some instances, when you restart IDOL server, an error message about the license being incorrect appears. If you encounter this issue, stop the IDOL server, and search for the UID and License folders on the folder, \Autonomy\IDOLServer. Delete these folders and restart the IDOL server.
6. Run the following utilities. The details follow. IDOLDateTimeZoneFixUtil.exe Note. This utility is part of Quick Update for Update 8. If Quick_Update_04_07_2008_Explore_Q35S008_WI_22989 was applied, do not run the utility again. IDOLViewMetaDataParanthesisFixConsoleUtil.exe
To run IDOLDateTimeZoneFixUtil.exe
a. Hand deploy the following file to a folder on the IDOL
server. The folder can any name without spaces in the full path. Copy all the files to the same folder.
IDOLDateTimeZoneFixUtil.exe b. Run the utility and provide the ACI Port for the IDOL Server and click FIX IDOLDates. c. Restart the IDOL server and run
96 Upgrade IDOL 7.1 Data to 7.3 to Support Migration from Qfiniti 3.5 to 3.5 SP1
To run IDOLViewMetaDataParanthesisFixConsoleUtil.ex e
Note. Use the IDOLViewMetaDataParanthesisFixConsoleUtil.exe immediately after upgrading IDOL and to upgrading to 3.5 SP1 and before using (creating or updating Smart Views or Global Views) the upgraded Explore system.
Only run this utility one time on the IDOL server. If you run it more than once, the Smart View and Global View definitions become corrupted. Therefore, the existing Smart Views and Global Views may not work as expected.
a. Place the
5
Install the Qfiniti Servers
The Qfiniti 3.5 SP1 Server Installer can install all the Qfiniti servers for a machine during a single installation, however, the usual case is to install most servers on different machines. Regardless, all the server installations are in a single installer program. The Installer program performs hardware and software verification on the machine and sets up the initial configuration. It is likely that you will need to do some additional configuration. You can also run the verification and configurator programs as standalone utilities. See Run the Standalone Utilities, page 118 to the end of the chapter for details. The major topics in this chapter are:
Before You Install Install the Qfiniti Servers, page 98 Run the Standalone Utilities, page 118. You can run the utilities manually outside of the installation procedure to verify that machine prerequisites are met.
To ensure that a machine meets the minimum requirements before installation, you can run the verification utility. The utility runs during installation, but you can run it as a standalone utility at any time. The utility is on the Qfiniti Service CD A in the following directory.
etalk\Utilities\QInstallChecker.ValidationTool.exe
If you upgrade from a previous version of Qfiniti, see Upgrade to Qfiniti Server 3.5 SP1 & Configure the Qfiniti Servers on page 121.
The Install Shield Wizard dialog box (see Figure 39) opens.
Figure 39. Install Shield Wizard dialog box
99
installed, the ASP.NET 2.0 dialog box opens (see Figure 40). If this server will house the Qfiniti Web Server, click Yes.
Figure 40. ASP.NET 2.0 dialog box
Component installation takes several minutes without intervention. A series of messages opens and closes before the Welcome dialog box opens. Please wait until it completes.
3. In the Welcome dialog box (see Figure 41), when the Next
4. In the Logon Information dialog box (see Figure 42), type the User Name and Password in the text boxes with the domain
account information that the customer provided (see Obtain a Domain Account from the Customer on page 37).
Figure 42. Logon Information dialog box
As an alternative, you can click Browse... to select a user name from the list (see Figure 43); click OK to accept the logon information and return to the Logon Information dialog box. Type a password in the Password text box. Click Next to continue.
Figure 43. Browse for Logon Information dialog box
101
5. In the License Agreement dialog box, Click the I accept the terms in the license agreement option and click Next (see
Figure 44).
Figure 44. License Agreement dialog box
6. In the Customer Information dialog box (see Figure 45), type a User Name, Organization, and choose whether to install the application for all users or only for me. Click Next to continue. Figure 45. Customer Information dialog box
Custom Setup dialog box, you can click a down arrow to clear a feature (see Figure 46). If you select (or clear) a top-level
feature that has subfeatures (indicated by the [+] icon), all subfeatures are also selected (or cleared).
Figure 46. Custom Setup dialog box
Depending on how the customer wants to deploy servers, you may need to run this installation procedure on several machines. In this case, choose which servers and services to
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Server
Assist Services Database Server Explore IDOL Integration (Install only for the IDOL Server machine.) Explore Services Qfiniti Web Survey Record Server Reporting Server Survey Server (Refer to the Configuration Guide for Survey 3.5 SP1 to configure the server.) Web Server
Click Change... if you need to change the installation path. Click Next to continue. The servers and services you choose in this step determine which dialog boxes follow in the installation sequence. If a step does not apply, continue to the next one.
Note. If a port must be specified to connect to the SQL server, enter in the database server name field in the form of 'servername,port number. 8. In the Web Server Information dialog box (see Figure 47),
If you click the Install in an Existing Web Site option, select the Web Site Name from the drop-down list and type the IP address, TCP Port, and SSL Port if necessary, and then click Next to continue.
If you click the Install in a New Web Site option, type the Web Site Name and the IP address if necessary. Then click Next to continue.
You can change the port numbers if necessary (if the default values conflict with other settings).
9. In the IDOL Server Information (Explore) dialog box (see Figure 48), type the path to the IDOL installation folder
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(including the drive) in the text box, or accept the default entry. Click Next to continue.
10. In the Ready to Validate Prerequisites dialog box (see Figure 49), click Validate to continue. Figure 49. Ready to Validate Prerequisites dialog box
11. The Ready to Install the Program dialog box opens (see Figure
50) opens. As an option, you can view the Validation Report in Internet Explorer (see Figure 54) by clicking View Report.
Then (return to the installer program after you view the report), click Install to begin the rest of the installation process.
Figure 50. Ready to Install the Program dialog box
13. If there are one or more problems, the Qverify: Test Results
page shows the severity (see Figure 52). Warnings in the Test Results Report do not stop you from installing the software, but they may prevent functions from working until you correct the problem. For example, if communication does not exist with a server, data will not pass.
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A failed Test Results Report contains a list of problems that prevent installation until corrected (see Figure 53).
Figure 52. Qverify: Test Results with a warning
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A Validation Passed Report shows that there are no problems that would prevent installation (see Figure 54).
Figure 54. Qverify: Test ResultsValidation Passed Report
in the Ready to Install the Program dialog box (see Figure 50).
Note. A database upgrade may take a long time while search tables are being populated, depending on the amount of historical data. Let it finish automatically.
Several command windows open and close automatically before the installer reaches the end of the installation (see Figure 55).
Figure 55. Installing Qfiniti 3.5 Server dialog box
If you choose a custom installation, you might not see all of the dialog boxes that follow. Simply skip any instructions that do not apply to your present installation.
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15. In the Qfiniti Server Services Configuration dialog box, click Next to continue (see Figure 56). Figure 56. Qfiniti Server Services Configuration dialog box
16. In the Web Service Settings dialog box (see Figure 57), either accept the default entries in the text boxes or type the Platform Web Server Host Name, HTTP Port, and HTTPS Port that the customer wants to use. Click Next to continue. Figure 57. Web Service Settings dialog box
Note. The Database User ID must have the default language set to English in the SQL user properties. Qfiniti uses this account to communicate the stored procedures and functions. They require English formatting. 17. In the Database Settings dialog box (see Figure 58), type the Database Password for the sa account. As an option, you can select the Use Windows Authentication instead of current user check box. Click Next to continue. Figure 58. Database Settings dialog box
Note. IP addresses should be static. 18. In the Report Server Settings dialog box (see Figure 59), type the Report Server Location (or accept the default entry) and
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select the check box to Install the reports. Click Next to continue.
Figure 59. Report Server Settings dialog box
accept the default entries or type entries for IDOL Server Machine Name, IDOL Server Port Number, and IDOL Index Server Port Number (see Figure 60). Click Next to continue.
Figure 60. IDOL Server Information (Qfiniti Explore) dialog box
URL, HTTP Fetch Service URL, and File System Fetch Service URL, and then click Next to continue (see Figure 61).
Figure 61. IDOL Server Information (Qfiniti Assist) dialog box
21. In the Web Survey Settings dialog box, if the customer uses Secure Socket Layer, select the SSL check box. Click Next to
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22. In the Survey Service Settings dialog box, accept or change the Survey Server IP Address, CallManager IP Address, and AST IP Address. Note: Use static IP addresses.
23. In the Survey Switch Connections dialog box, select a switch and click Next to continue (see Figure 64). Figure 64. Survey Switch Connections dialog box
24. In the Qfiniti Integration Hub dialog box, accept the default entries or enter values for the IP Address and Port Number (see Figure 65). Click Next to continue. Figure 65. Qfiniti Integration Hub dialog box
(see Figure 66). The installer program applies the configuration values that you entered in earlier dialog boxes to the Qfiniti server. You may see command windows open and close during this process.
Figure 66. Ready to Configure dialog box
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The Configuring dialog box displays during configuration (see Figure 67). Wait for the process to complete.
Figure 67. Configuring Qfiniti Server dialog box
26. When the Configuration Complete dialog box opens, click Finish (see Figure 68). You can scroll to see the completion
messages.
Figure 68. Configuration Complete dialog box
Note. The Success messages simply mean that the utility was able to parse the information and write to the configuration files and logs. It does not mean that connections were verified.
27. When installation completes, the InstallShield Wizard Completed dialog box opens (see Figure 69). Click Finish. Figure 69. Installation Complete dialog box
specifications for installing servers. It checks for missing files (for example, .dll and .exe) and incorrect versions.
Qfiniti Server Services Configuration utility performs initial configuration during the installation process. You can use it later to change key settings or begin your analysis if something does not work correctly.
Verification Utility
Note. When you run the verification utility manually, it does not start the installation.
In the utility window, there are more tabs across the top than are visible. Scroll by clicking the arrows at the top or sliding the scroll bar at the bottom. The tabs represent files associated with installation features. Clicking Validate verifies that they exist. The results display in a summary window with issues identified The bottom of the page contains Filter options that you can use to limit what appears on the page.
3. Investigate the following errors.
Missing files (File Not Found) message is cause for concern. Files with a Different Version can be due to software updates. Files with a Different Date/Time.
4. Click a file name to open a detail page. 5. Save the results to send the results to Autonomy Technical
Support by e-mail message. When the support agent opens the file, the same results display.
configuration files so you can reverse any unintended changes and reads the current values into the dialog boxes.
3. See Steps 16 to 24 (on pages 111116) to change the settings.
If you need to restore the configuration files, either run the Qfiniti Server Services Configuration utility again or delete the
configuration files and rename the backup file (.cfg.bak) to the configuration file name (.cfg).
6
Upgrade to Qfiniti Server 3.5 SP1 & Configure the Qfiniti Servers
The Qfiniti 3.5 SP 1 database upgrade script contains a statement to point the database upgrade to Qfiniti_platform. This script is designed to point the installer to the default database naming standard for upgrading. If you perform an upgrade on a database server where the existing database has a name other than Qfiniti_platform, you need to upgrade manually. At the top of the script is a statement like, USE Qfiniti_platform. Remove that statement or comment it out before you run the upgrade. The major topics in this chapter are:
Before You Upgrade Upgrade to Qfiniti Server 3.5 SP1, page 123 Configure the Qfiniti Servers, page 144.
Qfiniti Enterprise 3.5 SP1 requires the minimum versions of software (shown in Table 12) to be already installed for proper operation if you upgrade from any earlier version.
Table 12. Minimum software requirements for upgrades to Qfiniti 3.5 SP1 from 3.0 SP1/3.1
Database
Platform Assist Survey Expert Observe Explore Advise Overview 3.0 SP01 PD0017 or later 3.0 SP01 Latest available quick update (none available at this time) 3.0 SP01 SD0007 or greater 3.0 SP01 Latest available quick update (none available at this time) 3.1 OD310001 or later 3.1 ED0002 or later 3.1 AD310002 or later Requires you to manually run the Overview installation script file (Qfiniti_overview_35SP1.sql) before doing the database upgrade. It is in the Server installation folder under Program Files\Qfiniti\Database\Scripts.
Software Components
Platform Server No requirements. The 3.5 installation process removes the old software components before installing the new 3.5 software components. Note: The Upgrade process loads any required Client Installer Updates if not already loaded in order to fully remove the old build of software. Record Server No requirements. The 3.5 installation process removes the old software components before installing the new 3.5 software components. Note: The Upgrade process loads any required Client Installer Updates if not already loaded in order to fully remove the old build of software. Qfiniti Client No requirements. The 3.5 installation process removes the old software components before installing the new 3.5 software components. Note: The Upgrade process loads any required Client Installer Updates if not already loaded in order to fully remove the old build of software.
If you modified any CTI*.ini files in the Windows directory, back them up before you upgrade to version 3.5 SP1. Back up all the Survey ini files (callmanager.ini, survey.ini, surveycmi.ini, and surveyrounter.ini). The installation program overwrites the following files.
CTI_UUdataScripts_Unison.ini CTI_UUdataScripts_TSAPI.ini CTI_UUdataScripts_TAPI3c.ini1 CTI_UUdataScripts_ICM.ini CTI_UUData_FieldDefinitions_UNISON.ini CTI_UUData_FieldDefinitions_TSAPI.ini CTI_UUData_FieldDefinitions_TAPI3c.ini1 CTI_UUData_FieldDefinitions_ICM.ini
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CTI_UUdataScripts_GENESYS.ini CTI_UUdataScripts_Conver.ini CTI_UUdataScripts_ATSAPI.ini CTI_UUdataScripts_Aspect.ini CTI_UUdataScripts_APDSv12.ini CTI_UUdataScripts_APACr3.ini CTI_UUData_FieldDefinitions_APACr3.ini EPROPROXY.INI QFINITI_EXP_IP_TEMPLATE.ini survey.ini surveyrounter.ini
CTI_UUData_FieldDefinitions_GENESYS.ini CTI_UUData_FieldDefinitions_CONVER.ini CTI_UUData_FieldDefinitions_CVCT.ini CTI_UUData_FieldDefinitions_ASPECT.ini CTI_UUData_FieldDefinitions_APEECT6X.ini CTI_UUData_FieldDefinitions_APDSv12.ini QFINITI_DUAL_EXTENSIONMAP_TEMPLATE.ini CTI_UUdataScripts.ini callmanager.ini surveycmi.ini
(You have to start with having Qfiniti Platform 3.0 SP1 or later with the latest quick updates, Advise 3.1, and Observe 3.1 with the latest quick updates.)
3. Back up the Qfiniti_platform database again. 4. Copy the contents of the Qfiniti 3.5 SP1 Installation CDs to the
hard drive.When quick updates install, they need the location of the msi file.
5. In Windows Explorer, browse to the 3.5 SP1 Server CD contents and double click setup.exe. 6. The displayed options in the InstallShield Wizard dialog box
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10. When the installation for Qfiniti 3.5 SP1 automatically starts,
the Welcome dialog box opens (see Figure 75). In the Welcome dialog box, click Next.
Figure 75. Server Welcome dialog box
11. In the Logon Information dialog box (see Figure 76), type the User Name and Password, or click Browse to select the Domain and then the User (see Figure 77). Figure 76. Logon Information dialog box
When the Browse for a User Account dialog box contains a valid domain and user name, click OK.
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12. In the License Agreement dialog box (see Figure 78), click the accept option and click Next to continue. Figure 78. License Agreement dialog box
13. In the Customer Information dialog box (see Figure 79), type (or accept the default) User Name and Organization. Select Anyone who uses this computer (all users) and click Next. Figure 79. Customer Information dialog box
14. In the Custom Setup dialog box (see Figure 80), only select the components that apply to the server that you are upgrading.
By default, the Additional Screens and G729 Codec under Record Server > Observe are not selected. By default, Analytics Server > Explore > IDOL Migration and Assist > Assist Transerver are not selected.
Figure 80. Custom Setup dialog box (1)
Be aware that when you select the Explore components that you know which server contains the Ingestion Service (Transerver or T-server). This component is selected by default, however, many customers put this component on a separate server due to the high CPU usage.
15. If by chance you select both the Ingestion Service (Transerver)
and the Assist Transerver to install on the same server, an Invalid Feature Selection error message opens (see Figure 81).
Figure 81. Invalid Feature Selection error message
Note. If a port must be specified to connect to the SQL server, enter in the database server name field in the form of 'servername,port number. 16. In the Web Server Information dialog box (see Figure 82),
If you click the Install in an Existing Web Site option, select the Web Site Name from the drop-down list and type
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the IP address, TCP Port, and SSL Port if necessary, and then click Next to continue.
If you click the Install in a New Web Site option, type the Web Site Name and the IP address if necessary. Then click Next to continue.
Note: Use static IP addresses.
You can change the port numbers if necessary (if the default values conflict with other settings).
17. In the IDOL Server Information (Explore) dialog box (see Figure 83), type the path to the IDOL installation folder (including the drive) in the text box, or accept the default entry. Click Next to continue. Figure 83. IDOL Server Information dialog box
18. In the Ready to Validate Prerequisites dialog box (see Figure 84), click Validate to continue. Figure 84. Ready to Validate Prerequisites dialog box
19. The Ready to Install the Program dialog box opens (see Figure
85). As an option, you can view the Validation Report in Internet Explorer (see Figure 89) by clicking View Report. Then (return to the installer if you viewed the report), click Install to begin the rest of the installation process.
Figure 85. Ready to Install the Program dialog box
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21. If there are one or more problems, the Qverify: Test Results
Warnings in the Test Results Report do not stop you from installing the software, but they may prevent functions from working until you correct the problem. For example, if communication does not exist with a server, data will not pass.
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A failed Test Results Report contains a list of problems that prevent installation until corrected (see Figure 88).
Figure 88. Qverify: Test ResultsFailure Report page
A Validation Passed Report shows that there are no problems that would prevent installation (see Figure 89).
Figure 89. Qverify: Test ResultsValidation Passed Report
Then start the Qfiniti server installation program by clicking Install in the Ready to Install the Program dialog box (see Figure 85).
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Note. A database upgrade may take a long time while search tables are being populated, depending on the amount of historical data. Let it finish automatically.
Several command windows open and close automatically before the installer reaches the end of the installation (see Figure 90).
Figure 90. Installing Qfiniti 3.5 Server dialog box
If you choose a custom installation, you might not see all of the dialog boxes that follow. Simply skip any instructions that do not apply to your present installation.
22. In the Qfiniti Server Services Configuration dialog box, click Next to continue (see Figure 91). Figure 91. Qfiniti Server Services Configuration dialog box
23. In the Web Service Settings dialog box (see Figure 92), either accept the default entries in the text boxes or type the Platform Web Server Host Name, HTTP Port, and HTTPS Port that the customer wants to use. Click Next to continue. Figure 92. Web Service Settings dialog box
24. In the Database Settings dialog box (see Figure 93), type the Database Password for the sa account. As an option, you can select Use Windows Authentication instead of current user. Click Next to continue. Figure 93. Database Settings dialog box
25. In the Report Server Settings dialog box (see Figure 94), type the Report Server Location (or accept the default entry) and
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select the check box to Install the reports. Click Next to continue.
Note. IP addresses should be static. Figure 94. Report Server Settings dialog box
accept the default entries or type entries for IDOL Server Machine Name, IDOL Server Port Number, and IDOL Index Server Port Number (see Figure 95). Click Next to continue.
Figure 95. IDOL Server Information (Qfiniti Explore) dialog box
URL, HTTP Fetch Service URL, and File System Fetch Service URL, and then click Next to continue (see Figure 96).
Figure 96. IDOL Server Information (Qfiniti Assist) dialog box
28. In the Web Survey Settings dialog box, if the customer uses Secure Socket Layer, select the SSL check box. Click Next to
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29. In the Survey Service Settings dialog box, accept or change the Survey Server IP Address, CallManager IP Address, and AST IP Address. Click Next to continue (see Figure 98). Note. Use static IP addresses. Figure 98. Survey Service Settings dialog box
30. In the Survey Switch Connections dialog box, select a switch and click Next to continue (see Figure 99). Figure 99. Survey Switch Connections dialog box
31. In the Qfiniti Integration Hub dialog box, accept the default entries or enter values for the IP Address and Port Number (see Figure 100). Click Next to continue. Figure 100. Qfiniti Integration Hub dialog box
(see Figure 101). The installer program applies the configuration values that you entered in earlier dialog boxes to the Qfiniti server. You may see command windows open and close during this process.
Figure 101. Ready to Configure dialog box
The Configuring dialog box displays during configuration (see Figure 102). Wait for the process to complete.
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33. When the Configuration Complete dialog box opens, click Finish (see Figure 103). You can scroll to see the completion
messages.
Figure 103. Configuration Complete dialog box
34. When installation completes, the InstallShield Wizard Completed dialog box opens (see Figure 104). Click Finish. Figure 104. Installation Complete dialog box
Toward the end of the installation, depending on the options selected, the following two Configuration utilities may open. You can either enter the information now or simply close them and configure them later.
Figure 105. TranServer/VDP Configuration UtilityGeneral tab
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35. The installation is almost complete when you reach the InstallShield Wizard Completed dialog box. Click Finish. Figure 106. InstallShield Wizard Completed dialog box
If this server is your Report Server, the Report Installer DOS window opens.
Figure 107. Report Installer DOS window
37. Reboot the server to complete the installation. 38. Open System Configuration > Add and add a period to the
Description (or any other nonsignificant change to make the Save button available). After a database upgrade, it is necessary to save any existing defined system configurations again so that they pick up any new properties that were added during the upgrade. All existing data remains intact, so you only need to modify something and set it back to the original value and click Save. Failure to do this step can prevent components from running!
39. Click Save. Do this for each System.
Configure Qfiniti Explores System Settings for Ingestion, page 219 Configure Qfiniti Assist to use Voice Assist, page 226.
7
Install the Qfiniti Client
With the Qfiniti Client Installer, you can install all Qfiniti clients for a machine during a single installation. Effective with version 3.5 SP1, installation of the Qfiniti client screen driver is no longer required. The major topics in this chapter are:
Before You Install Install or Upgrade the Qfiniti Clients, page 146 Install the Qfiniti Client on a Citrix Server, page 157 Validation, page 171.
The Host name or IP Address of the Agent Monitor Server and the Screen Proxy System Configuration Name for Step 8, page 150.
Note. IP addresses should be static.
and Microsoft Visual C++ 2005 Redistributables installed, you receive a prompt to install them (see Figure 110). Click Install to continue. The installation can take several minutes.
Figure 110. Qfiniti 3.5 Client Requirements dialog box
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3. In the Welcome dialog box (see Figure 111), click Next. Figure 111. Welcome dialog box
4. In the License Agreement dialog box (see Figure 112), Click I accept the terms of the license agreement and click Next. Figure 112. License Agreement dialog box
5. In the Customer Information dialog box (see Figure 113), you can type a User Name, Organization, and choose whether to
install the application for all users or only for me. Click Next to continue.
Figure 113. Customer Information dialog box
6. In the Setup Type dialog box (see Figure 114), choose whether to install all features (Complete, that is, both Supervisor and Agent features) or a limited feature set (Custom, that is, either Supervisor or Agent). Click Next to continue. Figure 114. Setup Type dialog box
If you chose the Custom installation, the Custom Setup dialog box opens (see Figure 115). By default, the program several features are not selected (URL triggers).
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You can click the down arrow to clear the selection of a feature (see Figure 116). If you select or clear a top-level feature that has subfeatures, all subfeatures are also selected or cleared.
Figure 116. Custom Install menu
If you want to change the location of the installation, click Change... and browse to the new installation path. To change the installation path from the default of C:\Program Files\Qfiniti, click Change and either browse to the folder or type the path in the Change Current Destination Folder dialog box (see Figure 117).
Click OK in the Change Current Destination Folder dialog box. The Agent group contains:
use it.
System Monitor. Monitors system activity, including disk
space.
System Configuration. Utility for use by system
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Type the Screen Proxy System Configuration Name. You can also make choices about the Login Type, whether to place the Agent Monitor in the Notification Area (formerly known as the System Tray), and the communication parameters. Click Next to continue.
9. In the WebServer Hostname dialog box (see Figure 119), you must enter the name of the Web server for Qfiniti to communicate with. Accept the Port numbers. Note. If users log in using a remote connection, an IP address for a server works more reliably than a server name (alias). Figure 119. WebServer Hostname dialog box
If the system is on a Novell network and does not use Active Directory, select Use Novell Authentication. Otherwise, Qfiniti uses Windows Authentication. Click Next to continue.
10. In the Ready to Validate Prerequisites dialog box (see Figure 122), click Validate to begin the validation process. Regardless
of whether the process passes or fails, look at the Validation Report for warnings.
Figure 120. Ready to Validate Prerequisites dialog box
Note. Warnings do not stop you from installing the software, but they may prevent functions from working. For example, if communication does not exist with a server, data will not transfer.
Windows Security Alert. If the Windows Security Alert dialog box opens, requesting if you want to keep blocking qVerify.exe, click Unblock (see Figure 121).
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Validation Failed. If there is a problem, the Validation Failed dialog box opens (see Figure 122). Click View Report to see
what the problems are (see Figure 123). You must correct any failed items before you can complete the installation. Items that have a warning, may not function until configured correctly.
Figure 122. Validation Failed dialog box
Note. Review the Validation Report for any warnings. They do not prevent installation, but may stop functions from working. For example, if the client cannot communicate with a server, data cannot transfer.
Validation Passes. If the validation check passes, the Ready to Install the Program dialog box opens (see Figure 124). As an
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option, you can view the Validation Passed Report (see Figure 125) by clicking View Report. Then, click Next to continue.
Figure 124. Ready to Install the Program dialog boxVerification Passed
Note that this Validation Passed Report still contains warnings. You must correct them for the Qfiniti system to work, but they do not stop software installation.
11. You can close the browser window. Return to the Ready to Install dialog box and click Install.
The Installing Qfiniti 3.5 SP1 Client dialog box (see Figure 126) shows installation progress. Wait until it completes; it requires several minutes.
Figure 126. Installing Qfiniti 3.5 Client dialog box
12. When installation completes, the InstallShield Wizard Completed dialog box opens (see Figure 127). Click Finish. Figure 127. InstallShield Wizard Completed dialog box
Thin Client
Install the Agent Monitor on the Citrix Server.
Fat Client
You have two options to install as a fat client.
Install the Agent Monitor on the local workstation to allow Agent Monitor to communicate directly with the Qfiniti Agent Monitor server and not go through the Citrix server. If you choose this option, do not install the Agent Monitor on the Citrix server. Install the Agent Monitor on the Citrix server to allow screen recording on a Citrix ICA Desktop Session.
*** Agent Monitor records screens on published desktop applications, but not on a single published application. When a single application is published (such as FreeCell) in Citrix and the client opens the application (FreeCell), the application (FreeCell) runs from the Citrix Server. *** The agent must log off the ICA Session for Agent Monitor to recognize the disconnection. If the agent clicks the X to exit the session, Citrix Management Console keeps that session active. This can cause Qfiniti not to get recordings on other agents depending on the number of available channels and agents. When Qfiniti AME is installed in a Citrix Presentation Server 4.0/4.5 64 Bit-environment there some differences in folder locations. Presentation Server 4.0/4.5 64-bit must be installed on Windows 2003 SP2 Server 64-bit version. This means that when Qfiniti AME is installed on this environment, the following events occur:
1. The Qfiniti Desktop folder is installed in the Program Files
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node
directory instead of just being directly under the SOFTWARE directory as usual. To change the setting to limit the number of sessions the agent can open
1. In the Citrix Management Console, click Applications, then right click the published Desktop Application (such as Qfiniti Desktop) and select Properties. The Qfiniti Desktop
Qfiniti Desktop
1. Install the Qfiniti Desktop on the Citrix server. (Click Start > Settings > Control Panel > Add or Remove Programs.) 2. In the Citrix Management Console > Applications > Add a folder named Qfiniti Supervisor, then right click the folder and select Publish Application.
In the Application Publishing Wizard dialog box (see Figure 129), type the following information.
3. Then click Next. Figure 129. Application Publishing Wizard dialog box
4. In the Specify What to Publish dialog box (see Figure 130), select the Desktop option and click Next. Figure 130. Specify What to Publish dialog box
5. In the Program Neighborhood Setting dialog box (see Figure 131), click Next. Figure 131. Program Neighborhood Setting dialog box
6. In the Specify Application Appearance dialog box (see Figure 132), select Full Screen as the windows size and High Color, and then click Next. Figure 132. Specify Application Appearance dialog box
7. In the Specify ICA Client Requirements dialog box (see Figure 133), click Next. Figure 133. Specify ICA Client Requirements dialog box
8. In the Specify Application Limits dialog box (see Figure 134), click Next. Figure 134. Specify Application Limits dialog box
9. On the Specify Servers dialog box (see Figure 135), select the Citrix Server, click Add, and then click Next. Figure 135. Specify Servers dialog box
10. In the Specify Users dialog box, select the Domain Users or
any that accounts you want to have access, and then click Finish.
3. In the Specify Sessions Setting dialog box (see Figure 137), change the screen settings as desired, and then click Next. Figure 137. Specify Sessions Setting dialog box
4. In the Encryption dialog box (see Figure 138), click Next. Figure 138. Encryption dialog box
5. In the Specify ICA Compression dialog box (see Figure 139), click Next. Figure 139. Specify ICA Compression dialog box
6. In the Select Audio Settings dialog box (see Figure 140), click Next. Figure 140. Select Audio Settings dialog box
7. In the TCP/IP+HTTP Server dialog box (see Figure 141), click Next. Figure 141. TCP/IP+HTTP Server dialog box
8. In the Specify ICA File Name dialog box (see Figure 142), click Next. Figure 142. Specify ICA File Name dialog box
9. In the Create HTML File dialog box (see Figure 143), click Next. Figure 143. Create HTML File dialog box
10. In the ICA File Summary dialog box (see Figure 144), click Finish. Figure 144. ICA File Summary dialog box
software by either:
Obtaining it from the customer, or Downloading the ICA Client for your OS type from http://www.citrix.com/site/SS/downloads/downloads.asp? dID=2755.
directory instead of just being directly under the SOFTWARE directory as usual.
Validation
You can validate the installation of a Qfiniti Client by opening Start > Settings > Control Panel > Add or Remove Programs. The following items are present after a successful installation.
Qfiniti 3.5 SP1 Client Microsoft .NET Framework 2.0 Microsoft Visual C++ 2005 Redistributables.
172 Validation
8
Configure the Server Components
This chapter provides instructions to configure the various server components. Complete these procedures after you install the Qfiniti servers and clients discussed in Chapters 57. The major topics in this chapter are:
Windows 2003 SP2 Server Configure the Record Server, page 174 Configure the Qfiniti Integration Server (Optional), page 176 Configure the Survey Server, page 186 Configure the Startup Services, page 218 Configure Qfiniti Explores System Settings for Ingestion, page 219 Configure Qfiniti Assist to use Voice Assist, page 226 Configure Qfiniti for Multiplatform Login, page 231.
allow access to anyone who needs to play the recordings (for example, \\Server Name\Recordings). Use the UNC folder name during system configuration for the recording file folder. The Qfiniti account must have read/write access to this folder. You can create a group called Supervisors and make all supervisors part of the group. Provide read/write permissions for the recording file folder to members of this group.
2. Create and share a folder to hold intermediate archive files.
Use the archive folder name when defining an archive plan (for example, \\Server Name\Archive). Use the UNC folder name during system configuration for the archive file folder. The Qfiniti account must have read/write access to this folder. Provide read/write permissions for the archive folder to members of the Supervisors group.
3. Create and share a folder to hold imported data files. Use the
data import file folder name when defining an archive plan (for example, \\Server Name\DATAIMPORT). Use the UNC folder name during system configuration for the data import file folder. The Qfiniti account must have read/write access to this folder.
4. If you use a Nortel Symposium switch, you must manually
register the Position IDs (PIDs) with the CTI server. For this installation procedure, refer to the Autonomy etalk Switch Integration Guide, especially Chapters 9, 10, 14, 15, and 16.
5. If you have a time server, set up all the Qfiniti servers to
synchronize their clocks to the time server periodically. If you do not have a time server, designate one of the Qfiniti servers as a time server (such as the Database Server) and set up the rest of the servers to synchronize with the time server. To synchronize the Qfiniti servers
a. Open the Task Scheduler by clicking Start, Programs, Accessories, System Tools, Scheduled Task. The
the window.
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Database Server time. C:WINNT\SYSTEM32\NET.EXE TIME \\<Database Server Name> /SET /Y Customer primary domain controller. C:WINNT\SYSTEM32\NET.EXE TIME /DOMAIN:<Server Name> /SET /Y Customers reliable time server from domain. C:WINNT\SYSTEM32\NET.EXE TIME /RTSDOMAIN:<Server Name> /SET /Y
e. Click the Schedule tab (see Figure 147). Figure 147. Schedule tab
f.
g. Click OK. 6. If you change the socket port number for Qfiniti Startup
Service in the database, or if the machines where the Startup Service resides have multiple NICs, you must restart the Startup Service manually. After you configure the Qfiniti system, go to Service Control Manager for each machine that is part of the system configuration and restart the Startup Service. You can use the Start and Stop buttons on the system configuration screen after you manually restart the Startup Service.
desktop application, it is primarily intended for back-end, server-to-server integration. The Qfiniti Integration Server is a feature pack (FP-Q35S002 -002: API Feature Pack). It is installed with any maintenance updates that are required. Installing the feature pack is only necessary for customers who want to develop custom applications in the following areas.
Integrate the RODs, attach Classifications, and related functions into their applications. They have a CTI server that is not supported by Qfiniti and want to use Qfiniti Observe for recording. In this case, the customer must write a CTI connector application that notifies Qfiniti of all the CTI events through the Qfiniti API.
The Qfiniti Integration Server allows vendor equipment to interact with Qfiniti Observe for recordings on demand (ROD) and CTI for classifying recordings.
Integration Scenarios
The QIS provides a single platform for server integration, yet provides for many types of integrations. In some integration scenarios QIS plays the role of a server by sending events to a client and allowing clients to perform actions in the Qfiniti system. In other scenarios, the QIS plays the role of a client, receiving events from an external system. These scenarios are not mutually exclusive so the QIS can play both a server role for one system and a client role for another system (or even the same system).
QIS sends a myriad of events to a client, and the client reacts to them, asking the QIS system to perform actions in the Qfiniti system. Primarily this functionality allows an external system to treat Qfiniti as the CTI event source and instructs Qfiniti to Record On Demand (ROD). QIS also allows external systems to subscribe to recording and agent presence events. Finally the functionality gives external systems the ability to attach classifications to recordings. For the QIS to send events to a client through Web Services, the client must implement a Web Service endpoint that the QIS can call. In this scenario, the client application needs to implement the QfinitiIntegrationClient.wsdl contract.
proprietary switch sends CTI and agent presence events to Qfiniti, a Switch Connector application needs to be developed by a vendor whose switch you will connect to. Besides calling the CTI and Agent Presence Web methods on the QIS's Web
CTI events from the QIS. This can be a Client that also needs to receive CTI events in addition to the other event types or it can be a separate application that only needs to receive CTI events. Applications that receive CTI Events should implement the QfinitiCTIClient.wsdl contract. External systems use the subscription service to subscribe to CTI, Recording Status, Agent ACD Presence, Agent Work Station Presence, or System Status events. Subscribing actually consists of five different Web methods, one for each subscription type. When the corresponding event occurs, the API notifies the client by invoking the Web method on the client's Web service. If the API cannot reach or invoke the Web method, the corresponding subscription automatically becomes unsubscribed. After subscribing, the API sends Heartbeat events to notify the client. The client must interpret the lack of anticipated events correctly. The API sends heartbeats to every unique client as long as the client has at least one valid subscription. If the client subscribes to a particular event more than once, the Web method on the client's Web service is invoked multiple times when the corresponding event occurs. The remainder of this section discusses configuration of the Qfiniti integration server as it applies to the Qfiniti Integration Hub and general VoIP setup.
To configure the Qfiniti Observe components for using the Qfiniti Integration Hub
Note. The Configuration Guide for Qfiniti Enterprise 3 contains information on general configuration. The configuration steps in the this procedure only apply to configuring the Qfiniti Integration Hub. Note. This step begins the general setup for VoIP. 1. On the Cross-System Equipment tab (see Figure 148), select a Switch from list or add one by clicking the Plus (+) icon and
2. Scroll down to the Switch Data group (see Figure 149) and type the customers Switch IP Addresses in the corresponding
text boxes. You can change the corresponding default port numbers if necessary.
Note. IP addresses should be static. Figure 149. Switch Data
3. Scroll down to the CTI Server group and select a server from the list or click the Plus (+) icon to add one (see Figure 150).
4. Scroll down to the CTI Server Data group (see Figure 151) and select the Available CTI Server. a. Ensure that the IP Address and Port correspond to the
5. Scroll down to the Board Configuration group and select a board to configure or add one by clicking the Plus (+) icon and
Figure 152).
Figure 153. Board Configuration Data
Program Files/Qfiniti/Bin.
Note. Several network cards may connect to the VoIP switch. b. From the config-creator output, copy the
information for the following items that link to the VoIP (Session Initiation ProtocolSIP) switch and paste them into text boxes in the Board Configuration Data group (see Figure 153).
Network Card Identifier Network Card Ensure that the Active drop-down list is set to True for the network cards.
Note. Several network cards may connect to the VoIP switch. 7. Click Save to complete the system configuration.
9. Type a name for the switch to connect the integration hub to. a. Select a Switch from the drop-down list. b. Make one or more selections for the System Type. Note. IP addresses should be static. 10. Scroll down to the Machines group (see Figure 155), and then click the Plus (+) icon to add the Name and IP Address of a
Recall that Qfiniti Observe components can be distributed across several machines. If there are multiple machines, add them by clicking the Plus (+) icon and completing the Name and IP Address text boxes.
Figure 155. Machines
11. Scroll down to the Components group and move the Qfiniti File Server (Integration Hub) and Agent Monitor from the
Available Components list to the Assigned Machine Components list (see Figure 156).
Figure 156. Add the Qfiniti File Server & Agent Monitor to Assigned Machine Components
12. Scroll down to the Component Data for Assigned Components and configure them according to customer needs. 13. In the Component Data group, select the Agent Monitor in the Assigned Components list and if you use Auto ACD Login Mode (Yes), update the QIS Web Service path to: http:<NameServer>/Qfiniti/Webservices/QfinitiServerAPI/WebMethods/QfinitiCT IServerIntegration.asmx. 14. In the Component Data group, select the Qfiniti Integration Hub in the Assigned Components list (see Figure 157) and type the CTI Connector Web Service Endpoint URL in the text box.
The customer implemented a CTI Switch Connector. Set the URL to point to the Web service they implemented in their application.
Figure 157. Component Data for Qfiniti Integration Hub
by entering:
ipconfig /all 2. Store the mapping in the database with the following stored
procedure.
qp_upd_workstation @mac, @extension
For example:
exec up_upd_workstation 00:08:74:4C:7F:1D, 7101 3. Use the following stored procedure to retrieve the
workstation-to-extension map.
qx_get_workstation
Otherwise, go to Step 5.
a. Click Start and select Settings, and then Control Panel. b. Double-click Add/Remove Programs. c. Click Add/Remove Windows Components. d. Select Management and Monitoring Tools and click Details. e. Select Simple Network Management Protocol and click OK. f.
g. Click Finish when prompted. 5. Select the Traps tab. 6. Enter the community name in the Community name box. 7. Click Add to list. Click Add.... Note. IP addresses should be static. 8. Enter the IP address or machine name of a trap destination. Click Add. 9. Click OK.
Set up the Survey Lines (Trunks) Set up the Route Table, page 186 Set up the Line Type, page 188 Set up the Prompt Record Lines, page 190 Configure the T-1 Switch Protocol, page 191 Configure omni.cfg, page 192 Configure ISDN.call, page 192 Configure Call Manager, page 192 Configure SurveyCMI, page 196 Configure SurveyCMI Outbound lines for PRI, page 205 Add Extensions to SurveyCMI, page 207 Configure Survey.ini, page 209 Configure SurveyRouter, page 217.
Set up the Route Table Set up the Line Type, page 188 Set up the Prompt Record Lines, page 190.
RouteTable.
3. Click Add. The Apex Route dialog box opens (see Figure 158).
4. Click in the Route Table column next to number 1. 5. Type Apple (case-sensitive). 6. Under Ports, type the number of ports based on the system size
System Size
12 Port 24 Port 36 Port 48 Port 60 Port 72 Port 1324 2548 3772 4996 61120 73144
T-1-only Settings
2536 2547
T-1/PRI Settings
4971, 7385 471, 7395 7395, 97119, 121133 7395, 97119, 121143
Do not add spaces between the numbers and the dash; a space results in defining only two ports rather than a range of ports. When you define ports for multiple outbound cards, separate the port ranges with a comma (for example, 1324, 2548, 37 72, and so forth).
7. Click Update. 8. Click OK. A message says, Database updated. 9. Click Close.
System Size
12 Ports T-1 Only
Board 1
Type = T1 Brd # = 1 From = 1 To = 24
Board 2
N/A
Board 3
N/A
Board 4
N/A
Board 5
N/A
Board 6
N/A
12 Ports T-1/PRI
Type = ISDN Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48 Type = ISDN Brd # = 2 From = 25 To = 48
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
24 Ports T-1/PRI
N/A
N/A
N/A
N/A
Sheet 1 of 2
System Size
36 Ports T-1 Only
Board 1
Type = T1 Brd # = 1 From = 1 To = 24
Board 2
Type = T1 Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48 Type = T1 Brd # = 2 From = 25 To = 48
Board 3
Type = T1 Brd # = 3 From = 49 To = 72 Type = ISDN Brd # = 3 From = 49 To = 72 Type = T1 Brd # = 3 From = 49 To = 72 Type = ISDN Brd # = 3 From = 49 To = 72 Type = T1 Brd # = 3 From = 49 To = 72 Type = T1 Brd # = 3 From = 49 To = 72 Type = T1 Brd # = 3 From = 49 To = 72 Type = T1 Brd # = 3 From = 49 To = 72 Sheet 2 of 2
Board 4
N/A
Board 5
N/A
Board 6
N/A
36 Ports T-1/PRI
Type = ISDN Brd # =4 From = 73 To = 96 Type = T1 Brd # = 4 From = 73 To = 96 Type = ISDN Brd # =4 From = 73 To = 96 Type = T1 Brd # = 4 From = 73 To = 96 Type = ISDN Brd # = 4 From = 73 To = 96 Type = T1 Brd # = 4 From = 73 To = 96 Type = ISDN Brd # = 4 From = 73 To = 96
N/A
N/A
N/A
N/A
48 Ports T-1/PRI
N/A
N/A
Type = T1 Brd # = 5 From = 97 To = 120 Type = ISDN Brd # = 5 From = 97 To = 120 Type = T1 Brd # = 5 From = 97 To = 120 Type = ISDN Brd # = 5 From = 97 To = 120
N/A
60 Ports T-1/PRI
Type = ISDN Brd # = 6 From = 121 To = 144 Type = T1 Brd # = 6 From = 121 To = 144 Type = ISDN Brd # = 6 From = 121 To = 144
72 Ports T-1/PRI
Board Type select the type from the drop-down list. Board No. Start from: type a number Line From: type a number. Line To: type a number. Voice resource: select.
Note. If the system is configured for ISDN PRI outbound lines, all channels (124) of each ISDN PRI outbound board must be configured in Line Type. 5. Click OK to save the assignment. 6. Repeat Steps 15 as needed until you enter all the boards. 7. When finished, click OK.
System Size
Configuration
To Line (N2)
T-1-only-Based Systems
12-Port system 24-Port system T-1 Only T-1 Only 1 T-1 & 1 Analog card 2 T-1 & 1 Analog card Sheet 1 of 2 25 49 26 50
System Size
36-Port system 48-Port system 64-Port system 72-Port system
Configuration
T-1 Only T-1 Only T-1 Only T-1 Only
To Line (N2)
122 146
Note. For PRI-based systems, you cannot use line 24 to run the ASURVEY application. This is because the outbound PRI line only supports 23 channels (the 24th channel is for the D-Channel). For PRI-based systems, assign REC_VOC to line 24. For these types of configurations, analog cards are not shipped. d. Click OK. 2. Click Select. a. Type = Select b. From Line N1 to Line N2:
c. Click OK. 3. Click Update to update the changes to the database. 4. Click OK to acknowledge the update of the database.
Configure omni.cfg
You must configure the Survey T-1 connection to the switch to the correct switch AB signaling protocol. All of the supported switch protocols are located in the omni.cfg file. To configure the T-1 switch protocol
1. Open the following directory:
C:\Usr\Apex\Config
2. Using Microsoft Notepad or another text editor, open the
omni.cfg.new signaling file to verify that it has the correct signaling enabled. If it is not correct, continue to Step 3.
3. Remove the pound sign (#) from the lines of the protocol that
you need.
Note. The signaling bit fields have been pre-tested, so you do not need to change them. 4. Place a pound sign on the lines of all other (unused) protocols. 5. Save the file as omni.cfg and close Notepad. 6. Stop and restart the Apex Startup service for the changes to go
into effect.
Configure ISDN.call
The ISDN.call file is required when the outbound lines are configured for ISDN PRI. If IDSN.call cannot be located in the C:\USR\APEX\config folder, copy ISDN.call.new on the Survey Third Party Software Supplement in the ISDN.call folder to C:\USR\APEX\config and rename the file to ISDN.call. It is configured with default settings, so you may need to modify some parameters to match your site-specific requirements.
Notepad.
Note. IP addresses should be static. 2. Type the IP addresses of the CallManager and CTI
Middleware server.
3. Type the HOST_ADDRESS and LOCAL_ADDRESS. 4. Type the correct switch selection. 5. Set AgentListSize=0. 6. Allow SurveyCMI to control Extension/PID/Trunk ID
registration.
7. You can leave the other entries as defaults.
Table 16 lists the items in the callmanager.ini file and their possible values.
Table 16. CallManager.ini for use with Genesys
Item
CTIMethod
Entry
1
Comment
CTIMethod=0 is obsolete. Do not use. 1=Multi-Server. Refer to the INI file for additional information.
DefaultCTIType
6=Genesys. Refer to the INI file for the full list. Not used with CTIMethod=1.
DefaultCTIServerID
[GENERAL]
FollowOnFlag 1 0=Send Alerting event instead of FollowOn messages 1=Send FollowOn Events (default) 2=Generate FOT event for consultation transfer. Used only for Rockwell. StopCallingPartyFlag 0 0=Do not send User ID stop to Recmgr (default) 1=Send User ID to Recmgr before sending a Business Rule ROD start AST_ADDRESS AST_PORT <Survey_IP_Addr ess> 3333 Must be set to the server that AST runs on (automatically set by installation program). IP addresses should be static. Must match the port that AST listens on. In some cases the AST port and the Alarm port are the same. Sheet 1 of 4
Item
ALARM_ADDRESS ALARM_PORT DefaultLogLevel
Entry
<Survey_Server_I P_Address> 3333 7
Comment
Must be set to the server that Alarm runs on (automatically set by installation program). IP addresses should be static. Must match the port that Alarm listens on. In some cases the AST port and the Alarm port are the same. 1=Only severe errors are logged (default) 2=Only warnings & errors are logged 3=Status, warnings, & errors 4=Verbose information or minimal debug 5=Low volume debug 6=Medium volume debug 7=Verbose debug. Refer to the CallManager.INI file for the full list.
DefaultCTIType
1=CTConnect (Not Supported) 4=Melita 5=Davox (Unison) 6=Genesys 7=CallPath 8=CISCO, ICM 9=TSAPI Lucent 10=Mosaix 11=Aspect Contact Center (Portal)
QueueListSize
How many queues are listed. Range 099 1 if using queue on Lucent.
QueueN
Lucent Team Member queues where N=0099. The first one hundred must be two-digit numbers. For more than 100, use three digits for those greater than 99. Default=0.
Normal 0=Let Survey supply the extension, but until CallManager binary tree bug is fixed, enter 1. Normally not used, but until CallManager binary tree bug is fixed, enter the same ranges as in SurveyCMI. N=0099. AgentTypeN=0099. 1=Extension. 3=PID for Nortel. Use blank for Survey.
AgentDataFileName
d:\aqlogs\AgentData.txt
Item
AgentDataOldAge
Entry
60
Comment
0=Disable Agent Data Timestamp Checking. >0=Minutes that data in Agents.dat is valid. Use blank for Survey (=120=2 hours) (default).
AgentDataUpdate CTIMethod
10 1
Minutes to update data in agents.dat (>0). (Default=10) 0=Non-Multi-Server Method (default). 1=Multi-Server Method allows for multiple instances of the same CTI Type. Use 1 for SurveyCMI & CallManager.
DefaultCTIType
1=CT-Connect 4=Melita Digital Recording Server 5=Davox (Unison) Server 6=Genesys T-Server 7=CallPath 8=CISCO ICM (formerly GeoTel) 9=TSAPI Lucent 10=Mosaix 11=Aspect Contact Center (Portal)
0 1 0
Assigned to all preregistered DNs that do not have a CTI server ID assigned. Number of CTI types listed. ID for this CTI Server. Not used with CTIMethod=1
6 GENESYS01 1
CTIType as defined in DefaultCTIType. CTIHeaderName where the header is listed below (see [GENESYS01]) on page 196. 1=Lucent G3 2=Siemens 9005 3=Siemens 9006 4=Aspect 5=Lucent 5Ess 6=Rockwell Spectrum 7=TIC 8=Nortel DMS100 9=Nortel Meridian 1 Sheet 3 of 4
Item
Environment
Entry
0
Comment
1=Nortel CallPilot/Meridian Mail Voice mail. Valid only with Nortel_Meridian switch and Genesys CTI. Event->OtherDN will be copied to ANI, if in the Alerting and Established events ANI is blank and OtherDN is not blank.
[TCPIP]
HOST_ADDRESS LOCAL_ADDRESS SERVER_PORT SEND_PORT RECV_PORT
This blocks parameters are generic to Call Manager, Recording Manager, and other Autonomy programs. Even if not all the parameters are used, they must be included. <blank> <CallManager_ser ver_IP_address> 5000 2003 2002 This server IP address is blank. It resolves to the hostname of this system and its IP address. IP addresses should be static. IP Address of CallMgr server. This parameter can remain blank to default to the current machine. IP addresses should be static. Port on the host server that this process connects to. Can be blank or 0. Not used by CallMgr. Do not change the send socket. Do not change the receive socket.
[GENESYS01]
SERVER_ADDRESS SERVER_PORT FAILOVER_ADDRESS FAILOVER_PORT
Server Configuration. Select the CTI server for use. Refer to the INI file for other connection types. Note. These entries are blank if Call Manager is not using a T-Server for CTI. <Genesys_Server _IP_address> 5100 <Server_that_T-S erver_runs_on> 5100 IP Address of the Genesys T-server. IP addresses should be static. Same as port in Genesyss Tserver.cfg. The FAILOVER_ADDRESS must be the server that T-Server runs on. This setting is for a backup T-Server. The FAILOVER_PORT must match the port listed in the Tserver.cfg config file. This setting is for a backup T-Server. Sheet 4 of 4
Configure SurveyCMI
To configure SurveyCMI
1. Open the surveycmi.ini in a text editor such as
Microsoft Notepad.
2. Type the Survey T-1 Line Ports as one extension per line. Note. For Rockwell, use the port LWN (Logical Workstation Number) for the extensions.
For example, line1=3300, line2=3301, and so on. For an Aspect switch, line1=T25, line2=T26, and so on. For PRI, precede the extension with a P such as line25=P8198425, line26=P8198426, and so on.
entered. This number is usually 24, 48, 72, 96, 120, or 144.
4. If the switch type is not Nortel, type the Team Member
extension range at MinAgentRangeNN and MaxAgentRangeNN. You can have up to 200 ranges. If switch type is Nortel, set MinAgentRangeNN and MaxAgentRangeNN to blank (nothing to the right of the = sign). Create and initialize the Survey_PIDExtMapping.txt file in the path found in the PIDExt_Filename parameter of surveycmi.ini. Each row in the Survey_PIDExtMapping.txt consists of a PID followed by a space followed by an extension. The PID and extension cannot have the same value. After being defined, you cannot reuse either value as a PID or extension elsewhere within the file. Furthermore, PIDs and extensions must be numeric.
5. Type the switch name at Switch_Type. Note. IP addresses should be static. 6. Type the IP address of the Survey server
match the CTIType selected in callmanager.ini. If CTIMethod=1 in callmanager.ini, configure CTIType to match the appropriate CTIServerID in callmanager.ini.
8. Set ConfXferPriority, UseXferAgtID, and UseConfAgtID
Table 17 lists the items in the surveycmi.ini file and their possible values. Default values are used if the file or label is missing. The following values may differ from the default values
and are common selections that work for many installations. Change the values as needed to meet customer requirements.
Table 17. SurveyCMI.ini for use with Survey Call Manager
Item
[T1_EXT_LIST] LineN (1144 for T-1 (=24 lines per T-1 card with up to 6 cards); (1180 for E-1 (30 lines per E-1 card with up to 6 cards)
Entry
Comment
T-1 or E-1 incoming and outgoing line extensions. No default; you must configure each line. Include both inbound and outbound lines (physical extension or DN assigned to the T-1E-1 channel in the switch). Update the TotalT1Ports value to match the T-1/E-1 cards installed. Delete any unused entry. Example: Line1=4521, Line2=4522, and so forth. For Aspect: lines, precede the entry with a T. For PRI cards, enter a P at the beginning of the extension (such as P8198405). Note. Do not include these extensions in the Agent ranges or Service Observe list.
TotalT1Ports
Total T-1 ports entered in the previous entry (LineN). Maximum of 6 T-1 or E-1 cards. The default is 0 when not defined.
[AGENT_EXT]
For the following call conditions, the default Agent ID values are used for the Agent ID. If an agent has not signed on since Survey started, the ID is blank. Survey uses the Agent ID after a sign-on or UseDefaultSignOffID after a sign-off. 99999 99998 99997 99996 Default=99999. General default team member ID for conditions not listed below. Default=99998. Conference call team member ID flag. Default=99997. Team Member is signed-off ID flag. Default=99996. Call Transfer team member ID flag.
Sheet 1 of 8
Table 17. SurveyCMI.ini for use with Survey Call Manager (continued)
Item
MinAgentRange1 MaxAgentRange1 MinAgentRange99 (example) MaxAgentRange99 (example) MinAgentRange8 (example) MaxAgentRange8 (example)
Entry
320 325 420 425 987654321 987654421
Comment
Team Member Minimum/Maximum extension range. 0=Not Used; N=0200. The entry can contain up to 19 digits. To disable a range, delete it, comment it out, or set the MinAgentRange/MaxAgentRange pair to 0. You can set a single extension by using just the minimum or maximum, or by setting them to the same number. For a Nortel switch, set MinAgentRangeX and MaxAgentRangeX to <null>. Create the Survey_PIDExtMapping.txt file in the path defined by PIDExt_Filename. On each line enter one PID, followed by a space, followed by the matching extension. The PID and extension cannot have the same value. No PID or extension can be reused anywhere in the file (that is, a PID cannot have the same number as an extension, and vice versa). Do not include any T-1 extension in the agent ranges. Extension list: In addition, there can be a list of single extensions in a separate ASCII file named and defined at the Ext_Filename label. For versions before 2.2.5, use only one extension per line, numeric only, all must be the same digit size as defined in the Ext_Size label. For version 2.2.5 and later, list extensions one or more per line, separated by spaces; each can vary in length and characters. Character extensions must be recognized by the switch as valid. Ext_Size is not used.
RequestAgtStatus
0=Do Not Request Status. It starts faster than 1. 1=Request Agent ID Status (default) from CallManager during startup. Use when Survey_ID_Tbl.db1 has been deleted to get the current ID status from CallManager. If Survey_ID_Tbl.db1 was deleted, there are no agent IDs until agents sign on again.
AgtAutoAdd
Automatically add new agents. 0=No (default), 1=Yes, auto-add new agent extensions encountered during call connects. Added extensions go into Survey_ID_Tbl.db1. To unregister or remove extensions, delete Survey_ID_Tbl.db1 and restart SurveyCMI.
[Svc_Observe_List] SvcObsExtLstN
Port extensions that do Service Observe on agents who get a survey call. <Extension> Extensions that use Service Observe. There can be up to 50 lists (0150) with one extension per line. Lines must be in sequence. The first missing number stops the read. Do not include any T-1 extension in the SvcObsExtLst list.
Sheet 2 of 8
Table 17. SurveyCMI.ini for use with Survey Call Manager (continued)
Item
[SWITCH] SwitchType
Entry
Comment
PBX (ACD) switch used. 1=Lucent G3 (Avaya) Lucent Definity G3 (default) 2=Siemens (Rolm) 9005 3=Siemens (Rolm) 9006 4=Aspect 5=(Avaya) Lucent5ESS 6=Rockwell Spectrum 7=TIC 8=Nortel DMS100 9=Nortel Meridian
ExtType
Port uses: 1=Ext (default); always use for Survey. 2=When T-1 and team member ports are defined as IDs.
CTIType
If CTIMethod=1 in callmanager.ini, CTIType becomes the CTI Server ID and must match the appropriate CTIServerID in callmanager.ini. Selecting a CTI type rather than CTIServerID causes Call Manager to fail to register the extension and displays the error: Unable to validate Set_Call_Data_Rq: rc = 6. When CallManager.ini CTIMethod = 0, use: 1=CTIType is CT-Connect (Use for SurveyCMI & CallManager) 4=CTIType is Melita digital Recording Server 5=CTIType is Davox Unison Server 6=CTIType is Genesys T-Server (Default) 7=CTIType is CallPath 8=CTIType is Cisco ICM (formerly GeoTel) 9=CTIType is TSAPI Lucent 10=DefaultCTIType is Mosaix 11=DefaultCTIType is Aspect Contact Center (Portal). If CTIMethod=0 in callmanager.ini, set CTIType to match the CTIType selected in callmanager. ini.
Sheet 3 of 8
Table 17. SurveyCMI.ini for use with Survey Call Manager (continued)
Item
[DATABASE] DB_Filename
Entry
Comment
<Path & Name of Team Member ID table> C:\etalk Survey\Su rveyCMI\S urvey_Ext _list.txt C:\Progr
Survey\SurveyCMI\Survey_ID_Tbldbl.
Path & Name of Team Member Extension list tile with a list of team member extensions. Default name is shown.
Ext_Filename
PIDExt_Filename
Path & Name of PID/Extension Map list file. Default name is shown.
CID_ADDRESS
<xxx.xxx.xxx.xxx>
CID_HostPort
<xxxx>
Sheet 4 of 8
Table 17. SurveyCMI.ini for use with Survey Call Manager (continued)
Item
[RUN_MODE] RunMode
Entry
Comment
UseSharedMem
0=No Shared Memory (test code without the dongle) 1=Normal (default). Required for Survey to work; also attach the Apex dongle.
Send_Msg_Dly
150
Delay (200 ms default) after sending message to Call Manager. Default=200. When the value is too small (<125), messages are lost. Greater values increase the time to register all extensions. Keep-Alive delay to CM. Default=5000 ms (5 seconds). Delay to retry connecting to CM. Default=10000 ms (10 seconds). 0=No (default) 1=Show ping messages.
5000 10000 0
T1XferSearch
<0 or 1>
0=No (default) 1=Yes, find T-1 connected to Team Member. Yes for Lucent.
ConfXferPriority
<0, 1, or 2>
0=Last to occur in time (conference or transfer) has priority (default). 1=Conference has priority. 2=Transfer has priority. If both a conference and a transfer do not occur in the same call, the one that occurs has priority by default.
UseXferAgtID
<0, 1, 2, or 3>
For Team Member Transfer and conference calls. 0=Use DefaultXferID (default) 1=Use first Team Member ID 2=Use last Team Member ID 3=Use last Team Member ID if valid. Otherwise, use previous CTI event Ext and AgentID. Set UseXferAgtID=0,1, or 3 with TSAPI CTI.
Use ConfAgtID
<0, 1, 2, or 3>
For Team Member Conference calls. 0=Use DefaultConfID (default) 1=Use first Team Member ID 2=Use last Team Member ID 3=Use last Team Member ID if valid. Otherwise, use previous CTI event Ext and AgentID. Set UseConfAgtID=0,1, or 3 with TSAPI CTI.
ConfStartTime
Seconds from answer to a real conference. Default = 4 seconds. A conference start time <= this is considered a Service Observe. 0 disables and always treats the call as a conference.
Sheet 5 of 8
Table 17. SurveyCMI.ini for use with Survey Call Manager (continued)
Item
SvcObsEnable ICMSourceVarXX
Entry
0 09
Comment
Enable logic for checking for service observe ports. 0=Disable (default), 1=Enable. Read ICM Source Var Y from InBound Alerting event. XX=0009. Y=110. Used with DialMode=1 (survey.ini) and UserData=8(surveycmi.ini).
Write source ICM Var to target Var Z. XX=0009. Z=10. Maximum delay to wait for the IrbToOutbReady flag. Range is 0500; default=50 ms. Set to the minimum that works. 0=Disabled (default) X=Enabled, where X equals one ICM Source Variable from 110. Used with DialMode=1, UseTypeDNIS=0 (survey.ini) and UserData=8 (surveycmi.ini). The ICM trigger logic is independent of ICMSource/TargetVar, however it does use the same ICM attached data message. Parsed trigger length can be up to 19 characters.
ICM_Sub_Type
<0, 1, 2, or 3>
0=Use entire ICM Trigger variable. 1=Use character position (default). 2=Use Field position. 3=Use Search string.
ICM_Sub_N1
<Start position or field position or Search String> <Field Length or delimiter or size>
If ICM_Sub_Type=1 then N1=Start Position. If ICM_Sub_Type=2 then N1=Field Position. If ICM_Sub_Type=3, then N1=Search String. If ICM_Sub_Type=1, then N2=Field Length. If ICM_Sub_Type=2, then N2=Delimiter. If ICM_Sub_Type=3, then N2=1-character delimiter or 2-digit size (for example, 5 is a delimiter, but 05 is 5 bytes).
ICM_Sub_N2
ICM_Trigger_Missing
<0 or 1>
0=default, use Default Transfer Digits specified in Client System settings. 1=Use CTI DNIS as Default Transfer Digits.
UserData
<0, 6, 8, or 9>
0=Disabled (default). 6=Enable Genesys user data pass through used with DialMode=1 (in survey.ini). 8=Enable ICM user data pass through. Used with DialMode=1 (in survey.ini), and ICM<Source/Target>VarXX, ICM_Trigger_Variable (in surveycmi.ini). 9=Enable AvayaCT (TSAPI) user data pass through. Used with DialMode=2, MakeCallCompTimeout (in survey.ini).
Sheet 6 of 8
Table 17. SurveyCMI.ini for use with Survey Call Manager (continued)
Item
[WATCHDOG] WatchDogEnable
Entry
Comment
ASUS 15 Dialogic 0 10 30 5 1
First service to stop on WatchDog timeout. First service delay in seconds for stop to complete. Second service to stop on WatchDog timeout. Second service delay in seconds for stop to complete. Seconds before Alive flag check. Default=10. Seconds to wait on service stop. Default=30. Number of stops service before ignore. Default=5. Clear the PortAlive flag on Call Disconnects. 0=Do Not clear. 1=Clear on Disc event (default).
[LOGGING] Logging_Level 119 Log level for debug log file. 0=None. 255=All. 119=Default (77h). LogFileName1 <Main log file Path & Name> <Team Member ID log file Path & Name> <Shown Log file Path & Name> 3000000 1000000 100000 15 1 For general Logging. Default is C:\etalk Survey\SurveyCMI\SurveyCTI.log. Sign on event log. Default is C:\etalk Survey\SurveyCMI\SurveyAgentID.log. For logging. Default is C:\etalk Survey\SurveyCMI\ShowAgtiD.log. Maximum log1 file size. Default=3000000. Maximum log2 file size. Default=1000000. Maximum log3 file size. Default=100000. Default=15. Log files before wrap-around. Also log to screen: 0=No 1=Yes (default)
LogFileName2
LogFileName3
Sheet 7 of 8
Table 17. SurveyCMI.ini for use with Survey Call Manager (continued)
Item
PrintCountMax LogFileCurrentN
Entry
50 N
Comment
Check log size every x lines written. Default=100. N=Current log file being used. Range = 13.
Sheet 8 of 8
Initialize AgentListSize and Agent00 for one team member extension. Set CTIMethod=1. Depending on the switch type, configure all the necessary parameters for Genesys with Lucent_G3 or Genesys with Nortel_Meridian.
The SwitchType matches the Dialogic Configuration Manager parameters specified for the PRI board for Lucent_G3 or PRI Board for Nortel_Meridian in the section, Configuring Dialogic Boards for PRI Setup. Dialogic System Service is started. Apex Startup Service is stopped. No asurvey.exe process exists in the Task Manager process list. PRI line is plugged into the PRI board and both PRI board lights are green.
3. Start CallManager. 4. After extension registration is complete and CallManager displays > Started and Operational <, type debug trace
7. Type the following command and press Enter. Isdiag <board ID+1> <channel> <boardtype> <type> <voice>
For example, assuming one T-1 board (ID 0) and one PRI board (ID 1), type Isdiag 2 1 t s r v. The 2 represents the PRI board ID one, plus one. The 1 represents the first channel of the PRI board. Valid channels are 123. Channel 24 is reserved for the D-channel. The Main Menu shown in Figure 161 opens.
Figure 161. Main Menu screen
events for the call in-progress should be received and shown in the CallManager console window.
11. Answer and hang up the dialed phone. 12. Type 5 for isdiag to drop the call and press Enter. 13. Analyze the CallManager console or log to determine the PRI
extension.
16. After you locate the alerting event, scroll up to the [Genesys:
DumpEvent] area just above the alerting event. If SwitchType is Lucent_G3, the Trunk ID is associated with the ThisTrunk = label. If SwitchType is Nortel_Meridian, the Trunk ID is associated with the OtherTrunk = label. In either case, the Trunk ID should not be 0 (zero) or blank.
17. Prefix the Trunk ID with a P and initialize the corresponding
19. Type the next PRI channel for isdiag to use to make the next call and press Enter. 20. Repeat Steps 919 until all PRI channels on the selected board
registration.
You can add team member extensions using up to 200 ranges and an extension list. Any team member who receives a Survey call that is not in the range or the extension list appears as blank or shows a 0 for the Team Member ID. SurveyCMI can monitor up to 10,100 extensions. Extensions can have up to 19 characters.
Add & Update T-1 Extensions To add or update the T-1 extensions, you must edit the C:\WinNT\SurveyCMI.ini file. The extensions in the T-1 section can contain up to 19 alphanumeric characters. You cannot use ranges since the extensions can be in any order. Enter only one extension per line for each T-1 line. Include both inbound and outbound lines, and update the TotalT1Ports value to match the T-1 or E-1 cards installed. Delete any unused entries.
For Aspect, precede the extension with a T such as T25, T7593, and so forth. For PRI cards, you must precede the T-1 extension with a P such as P5703 or P8198409. The P instructs CallManager to handle this registration specially where it must create the T-1 events from the team member events because the switch does not send events for trunk PRI. T-1 extensions are entered at the lineN label where N=1 to the total lines on all cards (24, 48, 72, 96, 120, or 144).
Set up a Team Member Extension Range To add or update a range, you must edit the C:\WinNT\SurveyCMI.ini file. Team Member extensions in the ranges must be numeric.
Enter the extension range at the MinAgentRange1 and MaxAgentRange1 parameters. Repeat for additional ranges up to 200. To cancel a range, remove it or set it to 0.
Create a Team Member Extension List File You can have a team member extension list file that contains specific team member extensions to monitor. If you do not use the extension list, either delete it or rename it, so that Survey does not read it.
The extension filename is shown in the SurveyCMI.ini file next to the parameter Ext_Filename=. The default name is Survey_Ext_List.txt, which is located in the C:\Qfiniti\SurveyCMI directory. If the file does not exist, you must create it as a text file and enter the extensions. When you create the file, follow these rules.
Each extension in this file can contain up to 19 alphanumeric characters. Comments are not allowed. Remove any unwanted extensions from the list. Ensure that you add the Target Phone Extension from the Survey Database forms document.
The extensions can be listed one per line or multiple per line separated by spaces. The extensions can vary in length. Each extension can consist of characters and numbers. However, character extensions must also be recognized by the switch to be valid. All of the following examples are valid line entries for version 2.2.5 and greater.
3872 180 181 267 3443 184 MaryPhone SamPhone 5734 8934576 188 1234567 3452 345Jack23 T75.
Note. Auto Add may not work in your environment so Autonomy recommends keeping Auto Add turned off.
Auto Add: You can automatically add extensions to the ID table
and save them in the SurveyCMI database whenever a CTI connect event is received for a registered extension and that other extension is not already in the table. The new extension is automatically registered and Survey begins to receive CTI events for it. To disable Auto-Add, set AgtAutoAdd=0 in the SurveyCMI.ini file.
Enable the changes: After you make all the desired changes, stop the SurveyCMI.exe application and then restart it. You can now monitor the new extensions. Extension Limit: You can have a maximum of 10,100 monitored
team member extensions, including the ranges, the extensions contained in the Survey_Ext_List, and the auto-added extensions.
Configure Survey.ini
Note. PreBridgeDialString must be blank when configured for PRI.
Effective with Qfiniti 3.5 SP1, Survey.ini does not require configuration. If you do configure it, the settings are not used. The Qfiniti Installer program configures basic Survey operation. The Survey.ini file contains flags and data used mainly in the Survey OmniVox script and C hooks. Refer to the Survey.ini file for detailed information about each parameter. To configure the survey.ini, open the configuration file in a text editor and make changes as necessary, following the items listed in Table 18. The table lists the items in the survey.ini file and their possible values.
Table 18. Survey.ini settings
Item
[GENERAL_DETAIL] WatchDogTimerEnable
Entry
Comment
Changing these parameters does not require stopping and starting a new line.
0=Disable (for testing) 1=Enable (default) Enable a Survey to clear the PortAlive flag.
EnableLoginMode
Item
UseTypeDNIS
Entry
0 0=CTI (default).
Comment
1=Inband=Collect DNIS over T-1 port. 2=UserData tag. 3=User Input DNIS (ask caller for DNIS). 4=Use Fix DNIS assigned at FixDNISLineN. 5=Use CTIDNIS, get inband extension for normal extension routing. 6=Use CTIDNIS, get inband extension for converse mode1. 7=Use CTINDIS, get inband extension for converse mode2. >99=Use this value as DNIS for all lines.
HangupOnDecline
0=No (default) do transfer. 1=Yes, hang up rather than a transfer. 2=Just Quit Script.
CollectMaxDigits
<code>
0=No (default). 129 for Maximum. When not 0, it prompts the caller to enter Phone/Account number. 1 *#=Collect 1 to 29 or # terminates. Refer to the INI file for detailed information on which codes to use.
UserDataTag1 HangupType
DNIS 0
Tag name (99 character maximum) that contains data to use for DNIS routing. Only uses the first 11 characters for DNIS. 1=Dial the UniqueHangupDigits without a switchhook flash then hang up (for completed surveys). 2=Dial the UniqueHangupDigits with a switchhook flash (for a converse step). 3=Dial the UniqueHangupDigits with a switchhook flash on a completed survey, but transfer the call without UHD if survey is declined or incomplete.
UniqueHangupDigits SendInbandANI
<,&,*33,9#> 0
Any string of digits to dial upon a hang-up. 0=No (default). 1=Yes, send inband to Team Member.
SendInbandPhone EnableASA
0 2
0=Disable (default). 1=Inband over T-1 port. 2=CTI in ANI field application. Supplied account number up to 20 digits. Digits are placed in OF17. Collects an account number inband from the switch when the call is presented to Survey. Sheet 2 of 8
Item
NodeFlag
Entry
1 0=use NodeName.
Comment
1=Use Null for NodeName (default). When set to 0, the name defined at VOX server is used for ServerName. When set to 1, NULL is used for the ServerName, and the Windart.ini file must be set up to point to the Survey server with the server name and shared drive. This allows RAP to find the Survey recordings.
CTILinkTimeout
Seconds for CTI Link Timeout. Default=1. Do not set this time too high because it is the time the callers have to wait before being transferred back to the switch when the DNIS is missing or CTI is down. If you get No DNIS when DNIS is really there, there is a delay somewhere, so increasing this time may function as a work around. The actual delay can be in the switch CTI, CallManager, or the network.
RecordOpt
0=Record all survey accepted calls (default). 1=Record only calls where one or more survey questions were answered. 2=Record only calls where the survey was completed.
MakeCallCompTimeout
10
Seconds to wait for CTIMakeCallComplete event. Upon timeout, the caller transfers back to the switch for a team member. Zero (0) disables the timeout and goes to next step, waiting for an answer event. Default is 10 seconds.
ConverseDialString
<,176>
Digit string to dial before the bridge PreBridgeDialString digits. Used when Use Type DNIS=5, 6, or 7.
PreBridgeDialString
Digit string to dial before the Bridge digits. Non-PRI default=, PRI default=<blank>.
BridgeDisconnectType DialMode
1 0
0=(for PRI, and non-PRI with no CTI data pass through). 1=(non-PRI): PreDial-Dial for ICM and Genesys data pass through. DialMode=1, used with ICM: User Data-8, ICM<Source/Target>VarXX, ICM_Trigger_Variable (in surveycmi.ini). DialMode=1, used with Genesys: UserData=6 (in surveycmi.ini). 2=(non-PRI): MakeCall-Dial for TSAPI data pass through. Used with MakeCallCompTimeout (in survey.ini) and UserData=9 (in surveycmi.ini).
DNISProtocol
0=Normal (default). 1=Immediate start. Select immediate start if inband DNIS digits collection fails.
SendAgtIDToEmail
Sheet 3 of 8
Item
EmailDataFilePath
Entry
D:\Aql ogs\Ema il
EmailDataFile.txt 5
Comment
Path to write the E-mail Data File to. There is a 30 character maximum, including the backslash. If you use more than 30 characters, it uses only the first 30 characters. The path is created if it does not exist, whenever the e-mail threshold is triggered. Name for the e-mail data fIle with a 30-character maximum. The call inbound line number is appended to the filename to create a different file for each inbound line. The EmailDataFile is created when the e-mail alert is triggered in a question. Timeout in seconds for e-mail program to finish. The range is 130 seconds. The default is 5. Entering <1 sets to 1; >30 sets to 30. If it is still running, the e-mail program is terminated by Survey upon reaching this timeout. The EmailApplTimeout is only used when the e-mail alert is triggered in a question.
EmailDataFileName
EmailApplTimeout
InitialDelay
Configurable delay (in ms) before the Apex script asks if the caller wants to take a survey. Automatically disabled when SystemSettings->Front End. The condition is checked and when the survey threshold has been reached.
0 0 <DNIS>
Timeout in seconds from the Bridge dial to an team member Answer. VR Confidence Threshold. Used to compare against the returned Confidence Rating value. Valid Range=01000 with 0=poor and 1000=best. For assigning a fixed DNIS to use when Use DNISType-4. N=Inbound T-1 Line #. Use a new line for each line. A blank DNIS results in No DNIS for that line. UseDNISType=4. Default is blank when a label does not exist. To use the same DNIS for all lines, set UseTypeDNIS to that DNIS value. Example: FixDNISLine1=8401.
FrontEndCondition
0=Survey asks callers if they want to take a survey when the agent hangs up. (Default) 1=Survey automatically presents a survey to caller when agent hangs up.
DialString EnableRecordings
, 1
Switch-specific digits to dial before the transfer digits. Use comma for one-second pause. Default=, 0=Disable all recordings systemwide. 1=Enable caller/agent recordings. Also selectively enable in STK/DNIS properties (default).
CallHandling
How to handle calls with undefined DNIS, No DNIS, or when CTI is down. 0=Use DefaultRoute (default) 1=Use DefaultSTK
DefaultSTK DefaultRoute
0 6254
Service the call using these default STK digits as a lookup into the STK/DNIS table. Used only if CallHandling=0. No default. A survey will be offered to callers. Transfer calls back to the switch using these default transfer digits. No survey will be offered to callers. No default. Only used if CallHandling=0. Sheet 4 of 8
Item
PlayNoResponse
Entry
0
Comment
0=Do not play message 1987 No Response Error if caller does not answer a survey question. (default) 1=Play message 1987 No Response Error if caller does not answer a survey question.
PlayInvalidResponse
0=Do not play message 1986 Invalid Response Error if caller enters an invalid survey response. 1=Play message 1986 Invalid Response Error if caller enters an invalid survey response.
SendScreenPopLink
0=off. 1=Send a TCP message to an end-user CTI application that contains the call ID for the inbound portion of a call and the trunk of an outbound portion of a call in the format SURVEY|InbCID|OutbTrunk. Also turns on the option to receive the call ID of the inbound call inband, initially stored in OF29.
SwitchID
Number to define the switch at this site as defined in the UI. Default=0.
VirtualHold
Determines whether Virtual Hold is implemented at this site. 0=disable (default) 1=enable. Survey checks the phone field of a call to see if the current call is a call back and whether the caller previously accepted or declined the survey.
[DEMOGRAPHICPROPERTIES] DemographicEnabled 0 Enable demographic data collection for all surveys. Data appears in the Phone field of reports. 0=Disabled (default) 1=Enabled ICMVariable 1 Select the ICM variable to extract the data from. It is only applicable when using Cisco ICM CTI. 1=Default. Valid choices are 1-10. ExtractMethod 3 Choose the method to extract demographic data. 0=Use entire variable. Options 02 are only for Cisco ICM. 1=Use character position. 2=Use field position. 3=Use search string (default) NamedPair Name of variable to extract data from. Only valid for Genesys CTI Type. Sheet 5 of 8
Item
N1
Entry
Search key string. ExtractMethod=Use 0=Not used 1=Start character position 2=Start field position 3=Search key string
Comment
N2
ExtractMethod=Use 0=Not used 1=Data length 2=1 character delimiter or 3-digit ASCII decimal value 3=1 character delimiter or 3-digit ASCII decimal value or 2 digit size
Changing these parameters does not require starting a new line. Digits to dial before all sign-on digits (default=null). Example: *65, Digits to dial after all sign-on digits (default=null). Nortel requires a number. Example: ,#,
Digits to dial before all sign-off digits (default=null). Example *65, Digits to dial after all sign-off digits (default=null). 0=Do not send ID digits (default). 1=Send ID digits with sign-off code.
AutoSignOnEnable
0=Disable all (default). 1=Enable when ID is assigned. All T-1 lines can be disabled when set to 0 without having to unassign each T-1 line.
AutoSignOnRetry
0=Disabled retry and sign-on once (default). >0=Number of retries on CTI sign-on acknowledgement timeout before aborting. Use 19998. N=9999 is for unlimited retries. When disabled, send sign-on only once. Use when CTI is not available, no sign-on event is available, or retry is not desired.
AutoSignOnTimeout AutoSignOnRest
20 5
Seconds between Auto Sign-On retries when no CTI sign-on event is received. Default=20 seconds. Default=5 seconds. Seconds to rest after the Sign-On attempt before monitoring for a sign-off. This prevents a sign-off event received during the sign-on attempt from causing a sign-on/sign-off loop. If this occurs, increase the time. Sheet 6 of 8
Item
DelayAfterSignOff
Entry
1 Default=1 second.
Comment
Seconds to wait after Sign-off before Sign-on attempt. Allows the switch time to get ready for the sign-on. Increase time if Sign-on fails
500 <ID>
500 ms=default. Milliseconds to wait between each port sign-on. Prevents all ports from signing on at the same time and failing in the switch. Sign-on ID digits to dial for this T-1 line. Enabled when assigned and AutoSignOnEnable=1. Default=null (dot defined). You must add additional T1IDLinesN labels if needed or delete the ones that are not needed. Use only one entry per line. You do not need to delete tables when disabled with AutoSignOnEnable=0. For a 12 port Survey, the sign-on lines are T1IDLine1 to T1IDLine12. For a 24 port Survey, the sign-on lines are T1IDLine1 to T1IDLine24. For a 36 port Survey, the sign-on lines are T1IDLine1 to T1IDLine36. For a 48 port Survey, the sign-on lines are T1IDLine1 to T1IDLine48. For a 60 port Survey, the sign-on lines are T1IDLine1 to T1IDLine60. For a 72 port Survey, the sign-on lines are T1IDLine1 to T1IDLine72. Note. When sign-on and sign-off codes are the same, the retry logic cannot be used because the sing-on just toggles the state from sign-on to sign-off. The sign-off must be unique enough that two or more sign-offs leave the line signed off. The sign-on is only done once. The sequence when retry is disabled is: sign-off, sign-off, sign-on. Example: On Nortel with a sign-on/off code of *65 and an ID of 8001, the SignOnPrecode and SignOffPreCode are *65,. Two sign-offs are sent and then the sign on. The sign-on pattern dials as: Offhook, *65, Onhook, Offhook, *65, Onhook, Offhook, *65,8001,#, Onhook. When retry is enabled, the pattern is: sign-off, sign-on, timeout on sign-on event, (repeat the pattern until sign-on is received).
Changing these parameters requires starting a new line. Drive to store the Survey recordings on. Default=D. The shared drive name for VOX_Server must be on this drive; it can also be a mapped drive. Survey server name and shared drive name to write VOX files. The drive share name must be on the drive for VOX_Drive. VOX_Server must not exceed 75 characters, including the \. Default=<null>, change to the actual server name and shared drive name such as \Survey_Dev\Archive. For Survey/Recorder integration, leave this blank, as the server name is supplied by the SVReDirect.ini file on the Recorder server.
For the Recorder router, the next three keys must be assigned and the directories must exist. VOX_Volume VOX_Node Archive <SurveyServerName> 0001 Root directory of share drive for recordings. VOX_Server plus VOX_Volume must not exceed 50 characters, including \. Set the name to Archive for Orphanator to work. Second directory of recordings on VOX_Server under VOX_Volume. Set VOX_Node to the same as the Host Name of the Survey server for Orphanator to work. Third and final directory for storing recordings. Default=0001. Sheet 7 of 8
VOX_Dir
Item
Voice_Message_Path
Entry
Example: \\IRTXSURV EY002\Archiv e\Archive\IRT SSURVEY002 \VoiceComments\
Comment
Path to store voice comments. Be sure to add the trailing \ for this entry to work correctly.
Changing these parameters requires starting a new line. SurveyRouter Shared memory name, as defined in SurveyRouter.ini. Used to communicate with Survey Router. Default is SurveyRouterMapFileName. 0=Disabled (default). 1=Enabled. Send digits in the phone field inband or the switch with the bridge call.
SendInbandPhone
FrontEndCondition
0=Survey asks callers if they want to take a survey. 1=Survey automatically presents a survey to callers when the team member hangs up.
Transfer calls back to the switch using these default transfer digits. No survey is offered. The switch-specific digits to dial before the transfer digits. Use a comma (,) for a one-second pause. 0=Disable all recordings system wide. 1=Enable caller/team member recordings. Also, selectively enable in STK/DNIS properties (default).
CallHandling
Defines how to handle calls with Undefined DNIS, no DNIS, or when CTI is down. 0=Use the DefaultRoute (default). 1=Use the Default STK.
DefaultSTK PlayNoResponse 0
Service call using these default STK digits as a lookup into the STK/DNIS table. A survey is offered to callers. Used only if CallHandling=1. 0=Do not play message 1987 No Response Error if the caller does not answer a survey question. 1=Play message 1987 No Response Error if the caller does not answer a survey question.
PlayInvalidResponse
0=Do not play message 1986 Invalid Response Error if the caller enters an invalid survey response. 1=Play message 1986 Invalid Response Error if the caller enters an invalid survey response. Sheet 8 of 8
Configure SurveyRouter
Note. IP addresses should be static.
To configure the surveyrouter.ini, open the configuration file in a text editor and make changes as necessary. You must type the IP address of the Recorder Router (HOST_ADDRESS) and Survey server (LOCAL_ADDRESS). You can leave the other parameters as defaults. Table 19 lists the items in the surveyrouter.ini file and their possible values.
Table 19. SurveyRouter.ini
Item
[PORT_INFO] TotalT1Ports
Entry
Comment
72
Maximum T-1 Survey ports (inbound & outbound). Default = 72. Can be set to 144 (for 6 T-1 cards) even though you may only have 24 or fewer ports. The other ports are not used; they just allocate unusable memory
[TCPIP] HOST_ADDRESS <Router_Serv er_IP_Addres s> 9997 <Survey_Serv er_IP_Addres s> 5801 2801 9801 Host PC of the Recorder Router server. IP addresses should be static.
HOST_RECVPORT LOCAL_ADDRESS
Recorder Router receive port. Host PC where Survey recordings will be stored (this PC). IP addresses should be static. Server Port assigned to SurveyRouter. Send Port assigned to SurveyRouter. Receive Port assigned to SurveyRouter.
[ROUTER_INFO] FileLocationFlag SaveRouterMsg 2 1 Must be set to 2 for Orphan and RAP to find recordings. Default=2. 0=No. 1=Yes (default). Save messages sent to Router. SurveyRouterMsgFile SurveyRouterMsgSaveFile <SurveyRouterMsg.log> <SurveyRouterMsg.save> C:\etalk Survey\SurveyRouter\SurveyRouterMsg.log C:\etalk Survey\SurveyRouter\SurveyRouterMsg.save Sheet 1 of 2
Item
RouterMsgLogSize SerialID RouterTag1
Entry
3000000 0 80
Comment
Maximum size of SurveyRouterMsgFile. Default=3000000 SerialID value in msg sent to router. Default=0. Classification. Default=80. Used for completed survey.
RouterTag2
81
RouterTag3
82
<3.5 or 4.0>
<0 to 255>
<Main Log file Path & Name> <Maximum log1 file size> <0 and greater> <0 or 1>
For logging. Default is C:\etalk Survey\SurveyRouter\SurveyRouter.log. Default=3000000 Default=15. Log files before wrap around. Also log to screen: 0=No 1=Yes (default)
LogFileCurrent1
<N>
3. Double-click Services. 4. Double-click Qfiniti Startup. 5. Set the startup type to Automatic. 6. Click the Log On tab. 7. Select This Account. 8. Enter the domain and server name (in the format,
enterprise.
10. Click OK. Then close the remaining Administrative Tools
dialog boxes.
functions previously handled by the Ingestion Configuration utility. To set up the Explore system settings for Qfiniti 3.5 SP1 (and later)
1. Open Explore System Settings under the System
3. Type the IDOL Query URL in the following form. http://<server_name>:<port> 4. Click Save. 5. Open the Ingestion Settings category. 6. On the System Configuration tree, click Ingestion Settings.
Qfiniti identifies the following items by ID number. Autonomy recommends that you give each item a unique name to avoid possible confusion at a later time.
Note. Transcriptions and Language Packs are tied to the server. The Rules Engine provides configuration information to the transerver, which prepares for translation using the language model.
Transcriptions see Step 7 Language Packs see Step 9 Transervers see Step 14 Aggregations see Step 16.
You can click Edit for each group to open the Edit dialog box for each selected item in the group. Follow the same steps as in the Add process described in the following steps. You can click Remove for each group to delete the selected item in the group. Click Yes when the confirmation message opens.
Note. Each transcription server needs an association with a single language pack and transcription configuration. 7. To add a transcription, click Add in the Transcriptions group.
Name. Type a unique name for the transcription. Is Default. To make this transcription the default, select the
(numerals only).
Note. If recordings do not transcribe accurately, increase the setting above 1.0.
1.0 (default), the transerver takes one minute of real time to transcribe each minute of a recording. At 6.0, the transerver takes six minutes to transcribe each minute of a recording.
Use Beam Width. Do not use this setting. Specifies levels of the search.
Recording Type. Select Use Header to use with WAV files. Use VOX File is a rarely used alternative.
group. The Add Language Pack dialog box opens (see Figure 165).
Figure 165. Add Language Pack dialog box
Name. Type a unique name for the language pack. Is Default. To make this language pack the default, select
Path. Type the UNC path to the language pack files or click Browse to navigate to the folder that contains the
language files.
10. Click Retrieve Files to populate the following text boxes.
Note. The IAN and AM files should have the same rate.
11. Sample Rate. Select a rate from the drop-down list. If there is
more than one rate available, choosing a sample rate here selects the IAN and AM files of the same rate.
12. In the TLM Files group, click the percentage number to type
the percentage of each file to use. The percentages must sum to 100%. For example, use 80% standard language and 20% customer specific language.
13. Click Apply to save the settings and return to the Ingestion
Name. Type a unique name for the Transerver. IP Address. Type the IP address for the Transerver. Port. Type the port for the Transerver. Associated Transcription select from the drop-down list. Associated Language Packs select one language pack at a
time.
15. Click Apply to save the settings and return to the Ingestion
Name. Type a unique name for the aggregation. Start and End Date either type the dates in the MM/DD/YYYY format or click the drop-down list to select a
Server Name. Type the server name (without slashes). Database Name. Type the database name (without
slashes).
User ID. Type sa (or the system administrator account).
Password. Type the password for the sa account. Source Type. Select one type from the drop-down list.
Unknown Qfiniti 3.x Qfiniti 1.x/2.x Recorder. Use for third-party recorders. You need to specify which one.
17. This step only applies to Recorder Source. Click Update Source Database if it is available. You can browse to select
script files to upload. The script file executes in SQL to set up tables and stored processes.
18. Click Apply to save the settings and return to the Ingestion
vdp.cfg contains settings to connect to the database. transerver.cfg contains settings to connect Assist to the transcription servers. settings easy. It starts upon completion of installing the Assist Server. Later you can start it manually by selecting Start > Programs > Qfiniti > Assist TranServer Configuration Utility. When the utility starts, it contains the default values or the values that you chose during installation. You may need to
change some values to match your local installation (see Figure 168).
Figure 168. TranServer/VDP Configuration UtilityTranscription tab
On the Transcription tab, make changes as needed to match your local installation. You can click the Load link to obtain the current values from the transerver.cfg file. Choose either Use Real-Time Scale or Use Beam Width as the search method. Use Real-Time Scale. At 1.0 (default), the transerver takes one real minute to transcribe each minute of recording. At 6.0, the transerver takes six minutes to transcribe each minute of a recording.
Use Beam Width. Levels of the search. Number of Engines. (6) Default Audio Encoding. (PCM) each encoding file format has
Click Save at the top of the window to save any changes to the transerver.cfg file.
Figure 169. TranServer/VDP Configuration UtilityLanguage Files tab
2. On the Language Files tab, make changes as needed to match your local installation. Click any of the Browse (...) buttons to
DCT.SZ File PHI.SZ File 6k IAN File 6k AM File 8k IAN File 8k AM File 16k IAN File 16k AM File
installation.
Figure 170. TranServer/VDP Configuration UtilityVDP tab
The Database Configuration group settings relate to the location of the Qfiniti database.
(Qfiniti_Platform).
User contains the user name (system administrator). Password contains the user password. (Input appears as
Service URL. http://IdolServer:9000. Leave the setting as it is. Index URL. http://IdolServer:9001. Leave the setting as it is. Summary Sentences Count determines how many
sentences of the description the team member sees. (3) The Remoting Service Interface group contains communication parameters. Leave the settings as they are.
TCP/HTTP ensure that TCP is selected. TCP Port HTTP Port Host IP address of the VDP Service machine. Leave the
URI (VDPRemotingService).
The Client Heartbeat group has settings that ensure the client is registered with the server.
Monitor. Autonomy recommends you select this option. Interval (minutes) is how often the client checks its
maximum allowed count is reached. Click Save at the top of the window.
4. On the VDP-Transervers tab, make changes as needed to
530. Use 7 as a starting point. The CMS Configuration group identifies the CMS service.
Use CMS. Leave the box selected. CMS Service. Name of the CMS service.
seconds in the Continuous Transcription Interval. If the transcription takes longer than the Wait Time Factor the Continuous Transcription Interval (= Call Buffer Size), the member sees a message that the request cannot be completed (4.0).
Note: As a rule of thumb, transcription time takes about as long as the conversation did. Note: Continuous transcription requires having a dedicated transerver per team member. Using this setting makes a large demand on resources.
wave file. Click Save at the top of the window to save changes to the database and VDP service.
5. When you finish making changes, click Close (X) in the
upper-right corner of the window. A message displays the services that you need to restart for the changes to take effect. It includes the Qfiniti Assist (VDP) server and possibly others.
3. Expand Qfiniti_Platform Tables and find the linked_server_databases table. Right click the table and select Open Table (see Figure 173). Figure 173. Open the linked_server_databases table
system.
Table 20. Linked server database definitions for multiplatform login
Definition
server_name friendly_name default_server
Description
Machine name of the platform server. Friendly name of the platform server. This name appears in the drop-down list in the Login dialog box. Identification of the default server to connect with and log in to if the primary server fails. The default is the selected server in the Login dialog box when Qfiniti logs in. Note. You must define one server as the default. 1 (true) 0 (false)
Data
QfinitiServer Qfiniti-Texas 1
Machine name of the platform server. The name of the Qfiniti Platform database. The account to use to log into the database. (It can be blank when windows_auth=1.) The password used to log in to the database. (It can be blank when windows_auth=1.) Set to true when connecting to the database using Windows Authentication. The user_id and password fields are ignored. 1 (true) 0 (false)
enabled
If set to 0, the server and database are not included in the list to search. This can be used for servers that are down. 1 (true) 0 (false)
5. To verify the configuration, launch the Qfiniti Desktop and the Agent Monitor Console. Verify that the Login dialog box contains a Qfiniti Servers drop-down list with the various
9
Backup & Maintenance Plans
The customer is responsible for designing and implementing:
Backup plans Disaster recovery plans Maintenance plans The locations for these plans.
This chapter includes some sample backup and maintenance plans that are designed to go on dedicated backup servers by default. The major topics in this chapter are:
Backup Plans
The topics in this section are:
Types of Backup Jobs, page 236 Implement a Backup Plan, page 237 Back up the IDOL Database for Qfiniti Explore, page 238 Restore the IDOL Data, page 239 Back up the IDOL Database for Qfiniti Assist, page 240.
Qfiniti Daily Backup JobQfiniti_Platform Qfiniti Weekly Backup JobQfiniti_Platform Qfiniti Master Weekly Backup JobQfiniti_Platform.
The daily, incremental-backup job backs up each day's transaction log (see Figure 176). The transaction log tracks all transactions committed to the database since the last backup.
Figure 176. Daily SQL backup job for Qfiniti-Platform
The weekly, full-backup job backs up the database every week (see Figure 177).
Figure 177. Weekly SQL backup job for Qfiniti-Platform
The master-weekly, full-backup job backs up the model_db, master_db, and msdb_db (see Figure 178).
Figure 178. Master Weekly SQL backup job for Qfiniti-Platform
By default, these backup jobs are set up to create the backups on the local server where SQL resides.
backup files to a different drive or to another server for the purpose of disaster recovery.
2. Create an archive plan to back up the recording files. (Refer to
recordings to a different archive disk or server frees up space in the recording folders on the Record servers. You can do this by creating archive plans based on different options of how to move the data (such as, by date or by classification).
3. Periodically back up the config files for the installed
applications, especially before deploying any new quick updates. Here is a list of the possible config files:
Program Files\Qfiniti\WebServices\Etalk.Qfiniti.Core.Config Program Files\Qfiniti\WebServices\Advise\AdviseWS\Web.config Program Files\Qfiniti\WebServices\AgentAssist\ AgentAssistAdminWS\Web.config Program Files\Qfiniti\WebServices\AgentAssist\ AgentAssistConsoleWS\Web.config Program Files\Qfiniti\WebServices\Explore\ExploreWS\Web.config Program Files\Qfiniti\WebServices\Observe\ObserveWS\Web.config Program Files\Qfiniti\WebServices\Platform\PlatformWS\ Web.config Program Files\Qfiniti\Qfiniti Desktop\ AgentMonitorConsole.exe.config Program Files\Qfiniti\Qfiniti Desktop\ ApplicationManager.exe.config Program Files\Qfiniti\Agent Assist Console\ AgentAssistConsole.exe.config Autonomy\FileSystemFetch\FileSystemFetch.cfg Autonomy\HTTPFetch\HTTPFetch.cfg Autonomy\HTTPFetch\HTTPFetchAdmin.cfg Autonomy\IDOLserver\configuration\idol.cfg Autonomy\IDOLserver\DiSH\AutonomyDiSH.cfg Autonomy\IDOLserver\IDOL\AutonomyIDOLServer.cfg 4. Export the registry key, HKLM\Software\etalk
Corporation.
disk:
http://<IDOL_Server_Name:index_port>/DREEXPORTXML?FileName=<File_Path\File name>&Compress=false& &DatabaseMatch= <IDOL_Database_Name> Note. The file name must be unique or it will not overwrite.
For example:
http://<localhost>:9001/DREEXPORTXML?FileName=c:\ExploreDB&Compress=false&D atabaseMatch=Explore 2. Allow 10 minutes for IDOL to complete exporting. You can
For example:
http://<localhost>:9000/a=indexergetstatus 3. Verify that the file in the initial command was created. Ensure
that the size of the file is not zero, which indicates that the file is empty.
For example:
http://<localhost>:9001/DREADD?c:\ExploreDB.xml&DREdbname=Explore 2. Run the following command to ensure all the documents are
restored to IDOL
http://<IDOL_Server_Name:service_port>/a=getstatus
For example:
http://<localhost>:9000/a=getstatus 3. Look for the section that lists the databases to ensure that you
The examples shown here use the default port numbers and database names, but they may differ at customer sites. You need to replace all the text shown in italic text and angle brackets with the proper server, database, or file names. The backup database file will be created on the IDOL server machine.
1. Run the following command to export IDOL's content to the
disk:
http://<IDOL_Server_Name:index_port>/DREEXPORTIDX?<FileName= File_Path\File_name>&Compress=false& &DatabaseMatch=<IDOL_Database_Name>
For example:
http://localhost:9001/DREEXPORTIDX?FileName=c:\AssistDB&Compress=false&Data baseMatch=AgentAssist_AgentAssist 2. Allow 10 minutes for IDOL to complete exporting. You can
For example:
http://<localhost>:9000/a=indexergetstatus 3. Ensure that the file in the initial command is created. Ensure
that the size of the file is not zero, which indicates the file is empty.
Maintenance Issues
The topics in this section are:
Latency in the Qfiniti Desktop Antivirus Exclusions, page 241 Defragmentation Information, page 241 Loggers, page 242 Windows Automatic Updates, page 243 Any Update Deployment, page 244 Quick Update or Update Deployment Recommendations, page 245.
There are several items that you can adjust for this troubleshooting.
Decrease the playback buffer settings in the registry keys on each client workstation. (Refer to the knowledge base article, Qfiniti How to Increase Playback Buffer Size.doc.) Ensure that disk I/O performance (acceleration) is enabled (caused by weak or bad battery in the RAID controller). Increase the physical memory (RAM) on the workstation. Consult with an Autonomy Technical Support technician on whether to reduce the number of rowsets to return to the View List and for assistance implementing this step. Do not attempt to implement this step on your own.
Antivirus Exclusions
Where antivirus programs run on the Qfiniti machines, Autonomy recommends that you exclude the following file types from scanning: .XML, .LOG, .WAV, QPK, .IDX, .NIF, MDF, LDF. The quantity or nature of these files types being generated can cause excessive CPU usage, thereby not processing normal requests. Excluding the following Qfiniti folders from virus scans is also recommended if the security policies permit it:
Defragmentation Information
Defragmentation of the recording shares is a necessity regardless of the type of Qfiniti system deployed (QA, Logging, VoIP, etc.) in a customer's environment. Here is a snippet from a section in the Administration Guide for Qfiniti Enterprise 3.
Qfiniti involves frequent hard disk drive activity in which many recording files of various sizes are continually written to the recording share. These recordings might subsequently be deleted during the archiving and aging processes. This heavy disk activity inevitably leads to a fragmented hard disk, which can severely limit or even halt system performance. This situation is especially true for logger systems and will completely break the logger if not addressed preventively. For routine defragmentation, Autonomy recommends defragmenting all drives on all servers daily during off hours or off-peak hours. It is advisable not to defragment during time set up for running SQL backups or Qfiniti archiving or aging plans. Diskeeper1 is an example of a defragmentation program that you can schedule.
Loggers
Ai-Logix and LRecMan are not tolerant of CPU starvation. To prevent all loggers from failing
1. The virus scan must exclude .WAV, .IDX, .NIF, .LOG,
and .XML files. As an alternative, you can exclude the recording share, archive share, and Program Files\Qfiniti directories.
2. System maintenance functions such as full-system virus scans,
backups, and full-defragmentation (not including real-time defragmentation such as with Diskeeper) must be scheduled for off-peak hours.
3. Disk fragmentation must be prevented. Something such as
Diskeepers real-time defragmentation is preferred. Nightly system-wide disk defragmentation during low demand hours is a second option. If defragmentation is not being done, the logger breaks.
4. In Windows System properties > Advanced > Performance settings, set Processor Scheduling to Background services and set Memory Usage set to System cache. These settings are
the defaults on Windows Server versions, but it is worth verifying (see Figure 179).
Figure 179. Performance Options dialog boxAdvanced tab
installation may have any adverse effects. Generally this is limited to critical updates and rarely has any impact on the applications. As always, prior to installing any update, quick update, or service pack, take all necessary precautions in the unlikely event an issue arises. These precautions include, but are not limited to:
Ensuring that there is a current valid backup. Selecting uninstall options when available in Add or Remove
Programs.
Having a back-out plan in case the given update has a negative impact on the application. Additionally, Autonomy may request temporary removal of the update during any necessary troubleshooting.
Create a disk image so that you can restore the server to the same condition it was in before deploying the update. Or perform the following steps manually.
a. Restore the database. b. Fix Full Text Indexing. c. Use Add or Remove Programs (in the Control Panel) to
database.
2. Ensure that there are backups of all of the config files
(Etalk.Qfiniti.Core.Config and Web.Config; see page 238 for a complete list of config files).
3. Copy the contents of the Logs\XML folder (but not
XMLTMP). There should be about 1214 XML documents in the XML folder.
4. Either make screen shots or good notes of all of the System Configuration and Cross-System Equipment settings and
options.
5. Stop the Record servers, put the services in Manual mode, and
reboot them one time to ensure that there are no files are marked as in use.
6. Reboot the client machines and do not start the Qfiniti
actions being performed. After deployment After a database upgrade, it is necessary to save any existing defined system configurations again so that they pick up any new properties that were added during the upgrade. All existing data remains intact, so you only need to modify something and set it back to the original value and click Save. Failure to do this step can prevent components from running!
1. Open System Configuration, make a small change (such as to the description to activate the Save button) and Save each
all servers (SQL first, then Observe, and other Qfiniti machines) to ensure that the new files are in place and are being used.
Appendixes
Appendix A. Character Support Appendix B. Install & Upgrade Microsoft SQL Server 2005 & Microsoft SQL Server 2005 Reporting Services Appendix C. Install Third-Party Products Appendix D. Remove Unnecessary Steps from the Explore Migration Tool
248 Appendixes
A
Character Support
Qfiniti provides support for a wide range of regional settings and characters. Qfiniti supports the ISO Latin 1 (ISO 8859-1) character set. Most Qfiniti feature definitions support these characters without custom configuration requirements. However, character support for recording triggers and passwords is limited.
Regional Settings
Note. Qfiniti 3.5 SP1 is no longer collation dependant. If you use it, in the Collation Settings dialog box, select the Dictionary order, case-insensitive, for use with 1252 Character Set SQL collation.
Important Note. When you install Qfiniti 3.x, it is important that
you install the Operating System, OS Service Packs, SQL, and SQL service packs using the US-regional settings. Due to the fact that Qfiniti uses tempdb, the initial installation SQL server collation must match the collation used in Qfiniti, which is sql_Latin1_General_CP1_CI_AS (case insensitive). After successful installation of the OS and SQL, then change the Regional settings to use the local settings. Microsoft Windows regional settings let you specify the display format for numbers, currency, dates, and times. Although you can change the regional setting format, any changes can prevent Qfiniti from performing as expected. Due to the large number of possible format combinations, Qfiniti supports only the Windows default regional setting formats shown in Table 21.
Note. When you select a particular language and region, a sample area displays the default formats defined for that region.
Table 21. Windows default regional setting formats English (US) English (UK) English (South Africa) English (Canada) French (Canada) French (Belgium) French (France) Spanish (Mexico) Spanish (Colombia) Spanish (Argentina) Spanish (Chile) Spanish (Costa Rica) Spanish (Dominican Republic) Spanish (Puerto Rico) Spanish (Venezuela) Spanish (Spain) Portuguese (Brazil)
Note. To ensure correct Qfiniti functionality, you must close Qfiniti before you change regional settings.
Currency
Qfiniti does not contain any explicit currency-related fields. However, currency numbers and symbols are supported as part of Qfinitis extended character support.
Time
Several Qfiniti features, such as recording plans and archiving plans, include time information. Some time formats use a.m. and p.m. values, while others use a 24-hour format. Qfiniti shows time information based on your regional settings and some time information such as Greenwich Mean Time (GMT).
Note. Some Qfiniti features, such as the view list, display time in a 24-hour format, regardless of your regional settings.
Qfiniti assumes that all machines within the system operate within the same time zone. If this is not the case, you must adjust recording schedules for machines located in different time zones. For example, if an agent is located in a different time zone from the Record server, a recording plan for the member must be defined for the agents shift based on the Record server time zone, rather than the agent time zone.
Dates
Qfiniti accepts several date formats based on the Windows regional settings. Qfiniti correctly interprets a wide range of regional date formats, including ambiguous short dates such as 02/04/2007, which could be interpreted as either February 4 or April 2. Qfiniti uses the regional setting default separator when using long-date and short-date formats. Additionally, several Qfiniti features, such as the view list and Qfiniti Media Player, display
Exceptions 251
Qfiniti database dates in the ISO 8601 International Date format (YYYY-MM-DD). This date format is internationally accepted and unambiguous. Table 22 compares the most common regional date formats.
Table 22. Common regional date formats
Name
US
Format
m/d/yy mm/dd/yy mm/dd/yyyy
ISO 8601
UK (day/MONTH/year) UK (day/month/year)
Exceptions
Some text fields do not limit keystrokes, however, validation against the data can result in an error. The following fields support only the U.S. ASCII character set.
Qfiniti Passwords
Note. Do not import passwords that contain extended characters outside of the U.S. ASCII set into the database.
Agent Monitor Passwords Data Element Names Switch Names (in Cross-System Equipment) CTI Server Names (in Cross-System Equipment).
252 Characters
Characters
Note. To use the Alt+4-digit-code method for typing characters, you must include any leading zeros.
Qfiniti supports the ISO Latin 1 character set. Table 23 displays all the characters, decimal codes, and descriptions for the supported characters.
Table 23. Supported ISO Latin 1 character set
Char
Code
0032
Description
Normal space Exclamation Hash Dollar Percent Open bracket Close bracket Asterisk Plus sign Comma Minus sign Period Forward slash Digit 0 Digit 1 Digit 2 Digit 3 Digit 4 Digit 5 Digit 6 Digit 7 Digit 8 Digit 9 Colon Semicolon
Char
Code
0163 0164 0165 0166 0167 0168 0169 0170 0171 0172 0173 0174 0175 0176 0177 0178 0179 0180 0181 0182 0183 0184 0185 0186 0187
Description
Pound sign Currency sign Yen sign Broken bar Section sign Umlaut or diaeresis Copyright sign Feminine ordinal Left angle quotes Logical not sign Soft hyphen Registered trademark Spacing macron Degree sign Plus-minus sign Superscript 2 Superscript 3 Spacing acute Micro sign Paragraph sign Middle dot Spacing cedilla Superscript 1 Masculine ordinal Right angle quotes
! # $ % ( ) * + , . / 0 1 2 3 4 5 6 7 8 9 : ;
0033 0035 0036 0037 0040 0041 0042 0043 0044 0045 0046 0047 0048 0049 0050 0051 0052 0053 0054 0055 0056 0057 0058 0059
Sheet 1 of 4
Exceptions 253
Char
= ? @ A B C D E F G H I J K L M N O P Q R S T U V W X Y Z [
Code
0061 0063 0064 0065 0066 0067 0068 0069 0070 0071 0072 0073 0074 0075 0076 0077 0078 0079 0080 0081 0082 0083 0084 0085 0086 0087 0088 0089 0090 0091
Description
Equals Question mark At sign A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Open square bracket
Char
Code
0188 0189 0190 0191 0192 0193 0194 0195 0196 0197 0198 0199 0200 0201 0202 0203 0204 0205 0206 0207 0208 0209 0210 0211 0212 0213 0214 0215 0216 0217
Description
One quarter One half Three quarters Inverted question mark A grave A acute A circumflex A tilde A umlaut A ring AE ligature C cedilla E grave E acute E circumflex E umlaut I grave I acute I circumflex I umlaut ETH N tilde O grave O acute O circumflex O tilde O umlaut Multiplication sign O slash U grave
Sheet 2 of 4
254 Characters
Char
\ ] ^ _ a b c d e f g h i j k l m n o p q r s t u v w x y
Code
0092 0093 0094 0095 0096 0097 0098 0099 0100 0101 0102 0103 0104 0105 0106 0107 0108 0109 0110 0111 0112 0113 0114 0115 0116 0117 0118 0119 0120 0121
Description
Backslash Close square bracket Caret Underscore Grave accent a b c d e f g h i j k l m n o p q r s t u v w x y
Char
Code
0218 0219 0220 0221 0222 0223 0224 0225 0226 0227 0228 0229 0230 0231 0232 0233 0234 0235 0236 0237 0238 0239 0240 0241 0242 0243 0244 0245 0246 0247
Description
U acute U circumflex U umlaut Y acute THORN sharp s a grave a acute a circumflex a tilde a umlaut a ring ae ligature c cedilla e grave e acute e circumflex e umlaut i grave i acute i circumflex i umlaut eth n tilde o grave o acute o circumflex o tilde o umlaut division sign
Sheet 3 of 4
Exceptions 255
Char
z { | } ~
Code
0122 0123 0124 0125 0126 0127 0160 z
Description
Char
Code
0248 0249 0250 0251 0252 0253 0254 0255
Description
o slash u grave u acute u circumflex u umlaut y acute thorn y umlaut
Left brace Vertical bar Right brace Tilde (Unused) Non-breaking space Inverted exclamation Cent sign
0161 0162
Sheet 4 of 4
256 Characters
B
Install & Upgrade Microsoft SQL Server 2005 & Microsoft SQL Server 2005 Reporting Services
This appendix contains installation and upgrade instructions for Microsoft SQL Server 2005 and Microsoft SQL Server 2005 Reporting Services (SSRS). Before you start this upgrade process, read this entire appendix.
Prerequisites
To perform a SQL upgrade, you must be on the latest version of Qfiniti Enterprise 3. You also must have the latest database quick updates available since you need to install them after performing the upgrade to Microsoft SQL Server 2005. As the installer, you must be familiar with Microsoft SQL Server 2000 and Microsoft SQL Server 2005, have all necessary third-party software (including SQL and SRS media, SQL licenses, and all third-party service packs) available BEFORE you start this installation or upgrade procedure. Install Microsoft SQL Server 2005, configure it, and then install SP2 Update 5 and all Microsoft patches for SQL, the minimum version is 9.00.3215.00.
Note. SQL Server 2000 is not supported with Qfiniti 3.5 SP1. Effective with 3.5 SP1 Update 003, Autonomy no longer provides scripts for SQL Server 2000.
Before you run the Update 1005 Database script or later, verify you have installed Service Pack 3 for SQL 2005.
The 32-bit operating system file is labeled: SQLServer2005SP3-KB955706-x86-ENU. The 64-bit operating system file is labeled: SQLServer2005SP3-KB955706-x64-ENU.
As always, check Infomine for the latest quick updates BEFORE you start the installation process (refer to Qfiniti_3.5_3.1_3.0_SP1__Hotfixes.xls).
Table 24. SQL Server 2005 supported quick update and version (or greater)
Product
Platform Assist Survey Expert Observe (Record) Explore Advise
Version
3.5 GA 3.5 GA 3.5 GA 3.5 GA 3.5 GA 3.5 GA 3.5 GA
259
12. Entering a name in the Instance Name dialog box is optional. If you choose to install a Named Instance, be sure to record the
name, as you will need it later when connecting. Click Next to continue.
13. In the Service Account dialog box, select SQL Server Agent and Reporting Services. A SQL Browser is not required. Use a
domain user account with local Administrator account access to use for setting up services. (Enter Username, Password, and Domain.)
14. In the Authentication Mode dialog box, select Mixed Mode, and enter the password Q$initi35 (SQL 2005) in each text box. Click Next to continue. 15. Qfiniti 3.5 SP1 is no longer collation dependant. If you use it, in the Collation Settings dialog box, select the Dictionary order, case-insensitive, for use with 1252 Character Set SQL collation, and click Next. Figure 182. Collation settings
16. In the Report Server Installation Options dialog box, click Install the default configuration and click Next. 17. In the Error and Usage Report Settings dialog box, selecting the two check boxes is optional. Click Next. 18. In the Ready to Install dialog box, after you verify which components will install, click Install. Wait for the Setup
3. In Database Engine, click Remote Connections, then click Local and remote connections, and click Using both TCP/IP and named pipes. Click Apply. 4. In Database Engine, click Service, and change the Startup Type to Automatic. Click Start and then click Apply and OK.
3. Clear the Hide file extensions for known file types: check
boxes.
4. Clear the Hide protected operating system files check boxes. 5. Click Apply, and then click OK. The Folder Options dialog box
closes.
6. Browse to C:\ with the Windows Explorer. 7. Right-click the boot.ini file and select Properties. 8. Clear the Read-only check box. 9. Click Apply and then click OK. 10. Modify the boot.ini file to include the switch /PAE as shown in
Figure 183.
Figure 183. Boot.ini file
How To: Enable the Lock Pages in Memory Option (Windows) msdn2.microsoft.com/en-us/ms190730.aspx Enabling AWE Memory for SQL Server http://msdn2.microsoft.com/en-us/library/ms190673.aspx
a. Under the heading, Using Failover Clustering with AWE, right-click the server and choose Properties. b. Click Memory, select the check box for Use AWE to allocate memory, and then click OK.
recent.
2. At the Welcome dialog box, click Next. 3. In the License Terms dialog box, click I accept the agreement and then click Next. 4. In the Feature Selection dialog box, leave all check boxes selected and click Next. 5. In the Authentication dialog box, click Next.
6. Selecting the check boxes in the Error and Usage Reporting Settings dialog box is optional. Click Next. 7. In the Running Processes dialog box, click Next. 8. In the second Running Processes dialog box, stop all
SQL-related processes from the Services Manager and click Refresh (see Figure 184).
Figure 184. Running Processes dialog box
9. In the Running Processes dialog box, if all items are stopped click Next. 10. In the Ready to Install dialog box, click Install. 11. In the Installation Progress dialog box, click Next. 12. In the Installation Complete dialog box, click Next. 13. In the Additional Information dialog box, click Next. 14. In the SQL Server User Provisioning on Vista dialog box, select Member of SQL Server SysAdmin role on SERVERNAME and click the arrow (>) pointing to the right. Click OK.
15. If you receive the error message shown in Figure 185 when you click OK, you skipped the configuration steps. Figure 185. Error message
16. Install all the Microsoft patches from the Microsoft update site.
the SQL Server x86\Servers\ folder. (Unlike SRS 2000, you can install SRS 2005 from the SQL Server 2005 installation disk.)
2. Select Reporting Services as the component to install, and
then continue through the rest of the installation wizard (see Figure 186).
Figure 186. Select Reporting Services to install
2005 with the Reporting Services Configuration Manager (see Figure 187). This tool is a GUI substitute for the command line utilities for SRS 2005 configuration. You use it to configure the IIS settings, Report server, Report Manager, and other settings.
Figure 187. Reporting Services Configuration Manager
virtual directory (leave the name as ReportServer) and then apply the default settings.
b. Under Report Manager Virtual Directory, create a new
virtual directory (leave the name as Reports) and then apply the default settings.
c. Under Web Service Identity, do not change any settings
http://<localhost>/reports to view the Report Manager. If you can access the folder (it is empty), this confirms a successful setup.
4. If you run on a Windows 2003 SP2 server with IIS 6.0, change
the Report and the ReportServer in IIS from running under the Default Application Pool to a new one:
a. Right click Application Pool, select New, and select
AppPoolReports.
c. Right click Reports. Select Properties and change the
Application Pool from DefaultAppPool to the one you created: AppPoolReports (see Figure 189).
Figure 189. Create a new Report Server
d. Repeat these steps for Report Server. 5. Configure the Report Server login account (see Figure 190). a. Add the domain user to the role assignment page of the
SRS Web interface that the Qfiniti Web server can use to
create user folders on the Qfiniti Report server. (For example, testlab2007\testlabadmin.)
b. Make sure the user has the Content Manager role
select the database and right click. Select All Tasks, Backup Database (see Figure 191).
Figure 191. Back up the SQL Server 2000 database
recommends that you overwrite existing media so the backup is clean and complete (see Figure 192).
Figure 192. Run a complete backup
3. Copy the backup file to the new database server. 4. Restore the backup file to the SQL Server 2005 by opening
SQL Server 2005 Management Studios, then right click on Databases, and select Restore Database (see Figure 193).
Figure 193. Restore the backup file
restoring from device (the Qfiniti_Platform.bak file copied to your database server). You do not need to modify any options (see Figure 194).
Figure 194. Restore the database
Server 2005(90).
d. Click OK. 7. If the server name or database credentials have changed, it is
necessary to update the connection information in etalk.qfiniti.core.config (in the \Qfiniti\WebServices folder) to point to the new SQL 2005 Server. This information is in the SQLSVRv1DAL XML tag. Example: <SQLSVRv1DAL DatabaseConnectionString="server=YOURSERV ER;initial catalog=Qfiniti_Platform; user id=dblogin;password=dbpassword"/>
following directory.
C:\Program Files\Qfiniti\Reporting\Reports 2. Install Reports into SRS using ReportInstaller.exe. a. Navigate to Qfiniti directory. Example: C:\Program Files\Qfiniti\Reporting\Reports b. Configure ReportInstaller.exe.config XML. Example:
<ReportServerSettings reportServerURL="http://MYSQLSERVER/Rep ortServer/ReportService.asmx" connectionString="server=MYSQLSERVER\SQ L2005;initial catalog=Qfiniti_Platform; user id=dblogin;password=dbpassword" sourceFilePath="C:\Program Files\Qfiniti\Reporting\Platform">
c. Run ReportInstaller.exe from the command line with the
This tag is necessary because Microsoft depreciated the feature and Qfiniti currently uses HTMLOWC as the browser-rendering format.
3. Verify that all required reports installed correctly.
a. Navigate to
http://<Report_server_name>/Reports.
b. Select the Qfiniti30 folder and verify that it contains a
points to the correct Report server and that the Report server login account information is present. Two locations in the core config file point to the Report server:
The URL attribute is under the ReportSettings element. The reportServerUrl attribute is under the ReportServerSettings element.
5. Verify that the Report server login information for the Report
server user you previously configured is in the username and password attributes of the ReportServerSettings element. This account information allows the Web server to remotely create user folders on the Report server.
C
Install Third-Party Products
This appendix outlines specific information for installing third-party products.
Dialogic OmniVox, page 277 Apex, page 279 Ai-Logix Software, page 284.
Dialogic
Dialogic Hardware Installation & Settings
This procedure assume that the server is fully configured and complies with the Survey 3.5 SP1 Server Requirements and Certified Platforms document. To install the Dialogic D/240PCI-T1 or D/240JCT-T1 card
1. If you will configure the system for ISDN PRI outbound lines,
all T-1 inbound boards should be installed with board IDs lower than all ISDN outbound boards.
2. Set SW100 to position 1 on the first card. If there is more than
one card, set SW100 to position 2 on the second card, set SW100 to position 3 on third card, and so on.
3. Set SW500 to position 1 on each card. 4. Install the Dialogic D/240PCI/JCT-T1 cards into any PCI slots.
card, set the switch on the second card to position 2, set the switch on the third card to position 3, and so on.
2. Set the dip switch to 1=OFF and 2=OFF. 3. Install the Dialogic D/41ESC or D/EPCI card into a PCI slot. Note. The CT-BUS Cable is not necessary required if you only have a single T-1 card or you have a single T-1 card and a single analog card. It is
274 Dialogic
suggested that you always install the cable in case the system is upgraded by adding addition T-1 cards later.
To install the Dialogic CT-Bus cable using the 8-drop Dialogic CT-Bus cable, connect each of the Dialogic cards together. Refer to the Dialogic documentation for details.
drive.
2. Browse to the Dialogic 5.1.1 folder. 3. Run setup.exe. 4. At the Welcome dialog box, click Next. 5. When asked to view the Release Guide, select No. 6. In the License Agreement dialog box, click Yes. 7. In the Registration dialog box, type the name and company. Click Next. 8. At the Setup Type dialog box, select Custom. Keep the default
custom components.
9. Select the Dialogic Drivers check box. 10. Select the ISDN check box and click Next. 11. At the ISDN Protocol Selection dialog box, click Select All. Click Next. 12. At the Online Documentation menu, select Install Documentation Locally and click Next. 13. At the Destination Location dialog box, keep the default path and click Next. 14. At the Program Group Folder dialog box, keep the default settings and click Next. 15. At the Setup Options dialog box, click Next. The files start to
copy.
16. When the files finish copying, clear all options on the Please Make Your Selection dialog box and click Next.
Install Dialogic Service Update 106 (or Service Update 114) 275
17. At the Setup Complete dialog box, select Yes, I want to restart the computer now and click OK. Your computer restarts and
temporary directory or insert the APEX Dialogic Supplemental Drivers 5.1.1 CD.
2. From the temporary directory or CD, run setup.exe. 3. Click Next. 4. Click Yes to accept the End User License Agreement. 5. Click Next. Installation begins. 6. When installation finishes, reboot the server. 7. Delete the temporary directory.
D/240-T1 should be board 0; the second D/240-T1 should be board 1; and so on. If a D/41-LS board is present, it should be the last board. Autonomy recommends that you not mix D/240PCI-T1 boards with D/240JCT-T1 boards. The best results are achieved when all T-1 boards match.
5. Select Service, Startup Mode and set it to Automatic. 6. Under TDM Bus, right click Bus-0, and select Configure Device. 7. Set TDM Bus Type (User Defined) to SCBus and click Apply.
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8. Set SCBus Clock Rate (User Defined) to 4Mhz and click Apply. 9. Set Using Primary Master (User Defined) to Yes and click Apply. 10. Set Primary Master FRU (User Defined) to the Dialogic card
configured as the first inbound Survey T-1 (typically board 0) and click Apply.
11. Set Derive Primary Clock from (User Defined) to FrontEnd_1. Click Apply. 12. Click OK.
D/240-T1 board that will support the ISDN PRI outbound ports.
2. Select Configure Device. 3. Click the Interface tab. 4. Set ISDNProtocol to 5ESS. 5. Click the Misc tab. 6. Set ParameterFile to 5ESS.prm (case-sensitive). 7. Click Apply. 8. Click OK.
D/240-T1 board that will support the ISDN PRI outbound ports.
2. Select Configure Device. 3. Click the Interface tab. 4. Set ISDNProtocol to NT1. 5. Click the Misc tab. 6. Set ParameterFile to NT1.prm (case-sensitive). 7. Click Apply. 8. Click OK.
OmniVox
The OmniVox installation is only necessary if the Qfiniti system includes Survey.
Workgroup
To create a user through a workgroup
1. Click Start and select Programs, Administrative Tools, Computer Manager. Note. The user must be a part of the Local administrator group for Apex to start. 2. Select Local Users & Groups. 3. Right-click Users and select New User.
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Note. You can use a different name and password, but the same name and password must be used here and during Apex Startup. 4. In username and full name, type apex. 5. In Description, type the OmniVox user login ID. 6. In Password, type apex. 7. Clear all the check boxes, except for the following ones.
8. Click Create. 9. Close the User Manager. 10. Close the Computer Manager.
Domain
You must use an existing domain login ID or have your domain administrator set up a new user ID and password.
13. Keep the default folder. Click Next. The Check Setup
Apex
The Apex installation is only necessary if the Qfiniti system includes Survey. Depending on the type of APEX license dongle (Sentinel hardware key), attach it to either the parallel printer port or the USB port. The Sentinel driver is the controller for the dongle.
change to the Sentinel folder and run setup.exe. Click Next on the Installer title dialog box.
3. Accept the license agreement and click Next. 4. Leave the default path C:\Program Files\Rainbow
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Note. The USB dongle is 2-1/2 inches long. When inserted into a USB port, it extends 2 inches from the USB server port. Allow sufficient space to accommodate it.
following items.
(Workgroup or Domain). For most production systems, set the Log On to use the Local System account rather than a specific user name.
Workgroup
a. At This account:, click Browse. b. At Look in:, select the Survey server workgroup name. c. From user name, select apex (or your defined login name). Click OK.
Domain
a. At This account:, click Browse. b. At Look in:, select the Survey server domain name. c. Select a valid login name or the name created by your domain administrator. Click OK. d. In Password and Confirm Password, type the selected logins password. Click OK. The message, This account
If the message does not open, recheck the Apex user account information.
f.
Right-click APEX Start Up Service and select Start. If it fails, verify that the Apex dongle is installed and that the serial number matches the one on the Authorization Key sheet. Recheck the OmniVox key information by viewing the OmniVox.cfg file located in the C:\usr\apex\config\file directory.
that the Apex Message Processing service started. If not, right-click the service and select Start.
i.
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196 opens.
Figure 196. statusomni display
Note. Your Serial numbers and Key value will differ from those in the figure. Your number of lines may also differ. The VR package is only shown when you install the optional SpeechWorks. 4. Verify the following information.
OmniVox is running, Current information displays. Serial serial number entered Lines lines entered Enabled display. The following packages are all enabled.
Omnivox5.1patch.zip to C:\.
3. Keep full paths to ensure that the files are kept in the correct
directories.
Domain policies, downloaded to the Survey Server in the form of scripts and executed at reboot, may require adjustment to the default delay associated with the AMPS entry in the Apex Startup Table. To verify that the AMPS default delay is adequate, reboot the Survey Server. After the reboot, log in to the Survey Server and verify that all active applications in the Startup Table started.
For the AMPS, InitRoute, and Voice Applications, from the Services Control Panel, verify that the Apex Start Up Service and Apex Message Processing Service started. Launch the Task Manager and verify that the proper number of asurvey.exe files (one for each inbound line) are present in the Process List. If the lines do not start (indicated by asurvey.exe not being present in the Task Managers Process List), increase the delay associated with AMPS. To increase the AMPS delay
1. Click the delay value on the AMPS line and enter the new
value.
2. Click Update, then click OK. 3. Click Close, click Yes, and finally click OK.
Ai-Logix Software
Ai-Logix SmartWORKS software is required to configure NGX boards in a logger system. Dual-processor support requires SmartWorks 2.10.0 and greater. Qfiniti supports the PCI Express-based trunk-side and station-side logging cards: NGX8, NGX16, NGX14, DP3209 and DP6409 logging cards. The topics in this section include:
Install SmartWORKS
To install the SmartWORKS software
1. Insert the Ai-Logix installation CD into the CD drive. 2. From the Ai-Logix\smartworks3004 folder, double-click
7. In the Setup Type dialog box, select Typical and click Next (see
Figure 200).
Figure 200. Setup Type dialog box
program folder and then click Next. The setup program copies files to the computer.
9. At the Setup Complete dialog box, select the Automatically
upgrade firmware and Configure boards check boxes. Then click Finish to start the boards and complete the setup. A DOS window opens with the title pnptool.exe. This means that the setup program is locating and configuring the NGX boards.
Figure 201. Setup Complete dialog box
When the setup is complete, the Ai-Logix SmartWORKS Configuration dialog box opens. Go to the section, Configure the NGX Boards, page 287.
set to 0 (see Figure 202). This setting differs from Qfiniti Recorder version 4.0, where the GCI Starting Index was set to 1.
Figure 202. Ai-Logix Inc. SmartWORKS dialog box
3. Click the Board tab (see Figure 203). Figure 203. Board tab
4. Select a board number from the Board Number spin button. Note. To help ensure that you wire the boards correctly, it is important that you know which physical PCI slot corresponds to the board number you select. The PCI Slot No. field on the Board tab might not correspond to the actual labelled PCI slot number on the server. If you wrote down the last four digits of the serial number and corresponding PCI slot number, as instructed when you installed the board, compare the Serial Number field on the Board tab with the digits you wrote down. The PCI slot number next to the matching serial number corresponds to the selected board number. Wire the board accordingly. For example, if Board 0 corresponds to the board in PCI slot 2 on the server, wire that board for lines 023 (Board 0 = Lines 023; Board 1 = Lines 2447; and so on). 5. From the PBX Type drop-down list, select the PBX Type that
box.
7. Click OK.
If daughter cards are attached to the base card, repeat this procedure to select the appropriate PBX type and D-channel for the daughter cards. Be sure to click OK to save the changes before you display a different tab.
8. Verify changes for all cards before selecting the next board.
MTSysStartup. This opens all boards and displays channel activity in the Channel Event Information section.
The Qfiniti system starts and stops recordings based on light activity on tapped phones. For example, if the line light one, two, or three on a tapped telephone lights up, Qfiniti detects that a call is in progress and records the conversation. Due to the large number of PBX manufacturers and phone models, the following configuration procedure is necessary to characterize each phone model and then you must incorporate the configuration information into the Qfiniti installation. This procedure is only necessary if you use a phone model that is not already listed in Configuration Manager > System Configuration > Phone COS > Phone Model. Customer-specific implementation is completed through the Class Of Service in System Configuration. For more information, refer to the Configuration Guide for Qfiniti Enterprise 3.
To create a phone model not listed in the Configuration Manager for a station-side logger
1. From to the Qfiniti SQL database server, select Start > Programs > SQL > Query Analyzer. Figure 204. Qfiniti Database location
205).
Figure 205. Results tab
5. Change the Maximum characters per column number to 8192 and click OK. 6. In the Query window, type ex_get_phone_models and click
7. Select Edit > Select All (or Ctrl+A) to select all of the text and then select Edit > Copy (or Ctrl+C) to copy the text. 8. Open a new text document in a text editor such as Windows Notepad, and select Edit > Paste (or press Ctrl+V). The data
pastes as one large block or line. You can add returns to make
viewing and editing easier, however, you must remove any new lines that you add in this step after adding the new phone models (in Step 19).
Figure 207. Data
10
9. Select and copy a phone model for the same switch type as you
use. If no phone models are present for the switch, copy the existing Avaya 6408+ phone model. When copying phone models, copy everything between <PhoneModel phone_id= and </StopEvents></PhoneModel>.
10. Paste the text after the original lines and before the <Events>
(Name=Avaya 6408+) to Name=your phone model. Use the model number and manufacturer of the phone. These are the only Nortel phones with D-Channel support.
12. Delete the phone_id value. It should read, phone_id= . 13. Find the Switch Type number for this switch. Change the
numbers for the phone. Separate the light numbers with commas.
You can derive this information from Ai-Logix's NGX Integration Guide or from the SmartView utility.
If you use Smart View, determine each button number by pressing the button and looking for the light number as described in Step 19. Do not assume that button numbers are sequential or contiguous. Press each button and verify the light number. Light numbers generally correspond to button numbers, so if the tapped phone is not programmed so that all lights can be tested, it is possible to press the buttons and use the same numbers for the lights. If the phone has 16 buttons, configure all 16 buttons (numbered 015). Configure the start/stop recording trigger buttons in the System Configuration > Station Side Logging Data > Record on Lights section.
information.
The Light Events for this PBX. The Light Colors associated with calls. The Light Numbers that appear on the phone.
seconds may pass if several cards are in the system). Alternately, if there is activity on the system, it may be easier to open just the channel connected to the test phone. Open the boards System > Open/Close Boards > Open All then double-click the channel that the test phone connects to.
17. On the Test Phone 1, place a call to Test Phone 2. Note which
line button you use. Verify that you receive events in the Channel Event Information window (see Figure 208). If not,
check the wiring, verify that the proper channel is open, and that SmartControl is configured properly for your PBX.
Figure 208. Channel Event Information window
For specific PBX models, light events are typically the same for all phone models. So if a phone model has already been defined for your PBX, verify that the light events are correct, then copy them. Make sure there is an OFF event that corresponds to the ON event.
e. The two lowest digits of the Reason code correspond to the
light number. The upper two digits correspond to the Color of the light. For example, 0x0100 is 01 Reason Code (0X01) plus Button (00).
f.
Place and receive calls on all available lines to determine the light numbers and light state events. Note if the events differ for inbound and outbound calls. occurred when the lights came on, and the StopEvents that occurred when the lights when off.
18. Verify that the events you added are in the <Events> section. 19. Verify a sub-Reason for each light color (Green, Red, Amber,
or None). Verify that the value matches the value displayed in the Reason field in SmartView.
20. Remove any carriage returns that you may have inserted in
Step 8.
21. Save the document with an .XML extension. 22. Open the XML document in Microsoft Internet Explorer to
displays correctly, the formatting is correct, otherwise correct the formatting in Microsoft Notepad and repeat this step.
23. After you verify that the XML file is correct, in Microsoft
Notepad select all text and copy the entire updated document (Ctrl+A, Ctrl+C).
24. In the Query Analyzer window, type ex_add_phone_models <paste_the_updated_phone_data_ here>. Make sure to paste
(Ctrl+V) the updated phone models data between the single quotes (as shown in Figure 209).
Figure 209. Query Analyzer window
25. Click the green arrow in the toolbar to execute (or press F5).
3. From the menu bar, select Settings MT (Get/Set)LV(Params/Detect).... The Loop Voltage dialog box
4. With the test phone ON HOOK, note the value in the Current
Configuration.
8. In the System Configuration Class of Service (COS), verify the
D
Remove Unnecessary Steps from the Explore Migration Tool
The Explore migration tool comes configured to do everything a customer might need. The most common customization is to remove steps that do not apply to a customers installation. Example Consider the following <AdminToolControl> section that contains 14 steps as outlined in Chapter 4.
<AdminToolSettings> <AdminToolControls> <AdminToolControl Name="Welcome" SortOrder="1" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.SplashControl,AdminTool "> <Settings> <Setting Name="Text" Value="Welcome to the IDOL Upgrade Tool"/> <Setting Name="ShowExitButton" Value="false" /> </Settings> </AdminToolControl> <AdminToolControl Name="IDOL Server Information" SortOrder="2" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.CollectIDOLInformationC ontrol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Principals" SortOrder="3" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLPrincipalsCon trol,AdminTool">
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<Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Categories" SortOrder="4" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLCategoriesCon trol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Explore Databases" SortOrder="5" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLDatabasesCont rol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="DBIncludeFilter" Value=""/> <Setting Name="DBExcludeFilter" Value="AgentAssist_"/> <Setting Name="ExportAsXML" Value="true" /> <Setting Name="ExportFilePrefix" Value="IDOLDatabaseExport_"/>
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</Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Agent Assist Databases" SortOrder="6" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLDatabasesCont rol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="DBIncludeFilter" Value="AgentAssist_"/> <Setting Name="DBExcludeFilter" Value=""/> <Setting Name="ExportAsXML" Value="false" /> <Setting Name="ExportFilePrefix" Value=""/> </Settings> </AdminToolControl> <AdminToolControl Name="Upgrade IDOL" SortOrder="7" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.IDOLUpgradeGuardControl ,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="TargetIDOLVersion" Value="5.0.4"/> <Setting Name="Instructions" Value="Update IDOL "/> </Settings> </AdminToolControl> <AdminToolControl Name="Qfiniti Database Information" SortOrder="8" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.CollectDatabaseInformat ionControl,AdminTool"> <Settings> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/>
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<Setting Name="DatabaseConnectionStringPropName" Value="ChosenDatabaseConnectionString"/> </Settings> </AdminToolControl> <AdminToolControl Name="Upgrade IDOL Explore Databases" SortOrder="9" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.UpgradeIDOLDatabasesCon trol,AdminTool"> <Settings> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="DatabaseConnectionStringPropName" Value="ChosenDatabaseConnectionString"/> </Settings> </AdminToolControl> <AdminToolControl Name="Import IDOL Principals" SortOrder="10" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ImportIDOLPrincipalsCon trol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Import IDOL Categories" SortOrder="11" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ImportIDOLCategoriesCon trol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl>
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<AdminToolControl Name="Import IDOL Explore Databases" SortOrder="12" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ImportIDOLDatabasesCont rol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="FileNameUniqueString" Value="Upgraded"/> </Settings> </AdminToolControl> <AdminToolControl Name="Import IDOL Agent Assist Databases" SortOrder="13" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ImportIDOLDatabasesCont rol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="FileNameUniqueString" Value=".idx"/> </Settings> </AdminToolControl> <AdminToolControl Name="Finished" SortOrder="14" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.SplashControl,AdminTool "> <Settings> <Setting Name="Text" Value="Congratulations! You have finished"/> <Setting Name="ShowExitButton" Value="false" /> </Settings> </AdminToolControl> </AdminToolControls> </AdminToolSettings>
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In this example, the customer does not use Agent Assist, so you remove the steps that ask users to export or import Agent Assist IDOL databases. To remove steps from the Explore migration tool
1. Remove the <AdminToolControl> sections that have sort
orders 6 and 13 since they are the export and import steps for the Agent Assist IDOL databases.
2. As an option, you can update the sort order of all steps that
come after the steps you remove. This makes it easy to navigate to a particular step if its sort order matches the actual step number. In this example, the subsequent sort orders were not updated. That leaves the <AdminToolSettings> section as follows.
<AdminToolSettings> <AdminToolControls> <AdminToolControl Name="Welcome" SortOrder="1" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.SplashControl,AdminTool "> <Settings> <Setting Name="Text" Value="Welcome to the IDOL Upgrade Tool"/> <Setting Name="ShowExitButton" Value="false" /> </Settings> </AdminToolControl> <AdminToolControl Name="IDOL Server Information" SortOrder="2" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.CollectIDOLInformationC ontrol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Principals" SortOrder="3" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLPrincipalsCon trol,AdminTool"> <Settings>
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<Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Categories" SortOrder="4" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLCategoriesCon trol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Export IDOL Explore Databases" SortOrder="5" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ExportIDOLDatabasesCont rol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="DBIncludeFilter" Value=""/> <Setting Name="DBExcludeFilter" Value="AgentAssist_"/> <Setting Name="ExportAsXML" Value="true" /> <Setting Name="ExportFilePrefix" Value="IDOLDatabaseExport_"/> </Settings>
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</AdminToolControl> <AdminToolControl Name="Upgrade IDOL" SortOrder="7" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.IDOLUpgradeGuardControl ,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="TargetIDOLVersion" Value="5.0.4"/> <Setting Name="Instructions" Value="Update IDOL "/> </Settings> </AdminToolControl> <AdminToolControl Name="Qfiniti Database Information" SortOrder="8" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.CollectDatabaseInformat ionControl,AdminTool"> <Settings> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="DatabaseConnectionStringPropName" Value="ChosenDatabaseConnectionString"/> </Settings> </AdminToolControl> <AdminToolControl Name="Upgrade IDOL Explore Databases" SortOrder="9" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.UpgradeIDOLDatabasesCon trol,AdminTool"> <Settings> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="DatabaseConnectionStringPropName" Value="ChosenDatabaseConnectionString"/> </Settings> </AdminToolControl> <AdminToolControl Name="Import IDOL Principals" SortOrder="10" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ImportIDOLPrincipalsCon trol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/>
305
<Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Import IDOL Categories" SortOrder="11" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ImportIDOLCategoriesCon trol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> </Settings> </AdminToolControl> <AdminToolControl Name="Import IDOL Explore Databases" SortOrder="12" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.ImportIDOLDatabasesCont rol,AdminTool"> <Settings> <Setting Name="IDOLServerNamePropertyName" Value="ChosenIDOLServerName"/> <Setting Name="IDOLServerQueryPortPropertyName" Value="ChosenIDOLServerQueryPort"/> <Setting Name="IDOLServerAdminPortPropertyName" Value="ChosenIDOLServerAdminPort"/> <Setting Name="LocalExportPathPropName" Value="ChosenLocalExportPath"/> <Setting Name="FileNameUniqueString" Value="Upgraded"/> </Settings> </AdminToolControl> <AdminToolControl Name="Finished" SortOrder="14" Class="Autonomy.Qfiniti.AdminTool.AdminToolControls.SplashControl,AdminTool "> <Settings> <Setting Name="Text" Value="Congratulations! You have finished"/>
306
Index
A
account domain 36 create 36 permissions 36 usage 36 action commands AdminRevokeLicense 60 LicensInfo 59 add 224 aggregations 225 language pack 223 SurveyCMI extensions 207 T-1 extensions 207 transcriptions 222 admin tool 80 administrator local 145 AdminRevokeLicense action 60 admintool.exe 80 AdminTool.exe.config 92 Advise server quick updates 258 Agent Monitor AgentMonitorConsole.exe.config 33 engine (AME) 176 AgentAssistConsole.exe.config 238 AgentMonitorConsole.exe.config 238 aggregations add 225 Ai-Logix 284 DP3209 284 DP6409 284 installation 284 NGX14 284 NGX16 284 NGX8 284 software 287 alarm manager 31, 185 AMPS delay 284 analog phone voltage 295 anti-virus exclusions 241 Apex authorization keys installation 280 verify 281 patch 283 service 280 startup services 283 table 283 application maintenance 32 server 37 description 31 ApplicationManager.exe.config 33, 238 AppPoolReports 266 ASP.NET 35 configure Windows 2003 R2 SP2 37 Assist server quick update 258 Voice Assist 226 attach classifications 177 authentication Qfiniti 30 secure Web site 72 Windows 36 automatic updates 243 AutonomyDiSH.cfg 238 AutonomyIDOLServer.cfg 238
B
back up configuration files 32 critical files 32 IDOL database Qfiniti Assist 239240 Qfiniti Explore 239 Qfiniti registry 33 qfiniti_platform database 267 backup plans 237 restore SQL Server backup file 269 SQL jobs 236 Beyond Compare software 33
C
CallManager console window 206 INI file 193, 197, 200, 205, 207 IP address 193, 197 parameters 196 cards logging 284 CD 31 channels PRI 207
308 Index
character support currency 250 keyboard 252 checklist for installation 25 Citrix server 157 Qfiniti client installation 157 classifications attach 177 classify recordings 177 clients system configuration files 33 component framework overview 45 config-creator utility 182 configuration ingestion utility 220 ServicePort settings 61 configuration files 238 AdminTool.exe.config 92 AgentMonitorConsole.exe.config 33 ApplicationMonitor.exe.config 33 back up 32 client system 33 core config file (etalk.qfiniti.core.config) 33, 65, 270, 272 etalk.core.config 80 HTTPFetch.cfg 72 ManagedDBWrapper.dll.config 33 omni.cfg 192 omnislave.cfg 72, 74 OmniVox.cfg 281 QCentralMessageServer.exe.config 33 report server 271 ReportInstaller.exe.config 33, 271 rsreportserver.config 271 SystemMonitor.exe.config 33 update HTTP fetch service configuration 71 VDP 220 configuration manager 275, 289 Dialogic 205, 275277 Reporting Services 265 configure AdminTool.exe.config 92 analog phone voltage 295 core configuration file (etalk.qfiniti.core.config) 33, 65, 270, 272 D/41 board 276 Dialogic 205, 275 HTTP Fetch Service 72, 74 ISDN.call 192 Microsoft Windows 2003 SP2 Server 173 multiplatform login 231 NGX boards 287 omni.cfg 192
omnislave.cfg 72, 74 OmniVox.cfg 281 preinstallation 36 PRI board 276277 Record server 174 SSL 37 Survey server 186, 209 SurveyCMI 196, 205 surveyrouter.ini 217 T-1 switch protocol 191 Voice Assist 226 Windows 2003 R2 SP2 36 IIS 37 console window CallManager 206 core configuration file 33, 65, 80, 270, 272 create domain user account 36 Global Views 66 imported data files folder 174 intermediate archive files folder 174 new phone models for station-side-logger 289 OmniVox user 277 recordings folder 174 Smart Views 66 supervisors group 174 Survey_Ext_List.txt 208 Survey_PIDExtMapping.txt file 197 cross-system equipment 179 CTI 177 client 178 middleware server IP address 193 server 174, 195196 switches 176 currency, character support 250
D
D/41 board 276 data import file 174 database back up 267 restore Qfiniti_Platform 270 server 36 description 30 installation 38 synchronize time 175 Windows authentication 36 setup 265 SQL Server 30 date supported formats 250 DefaultAppPool 266
309
DefaultLanguageType parameter 66 defragmentation 241 deliver alarms as SNMP traps 185 deployment 245 of servers 30 Desktop requirements 35 destination folder, change 149 Dialogic 205, 275 configuration manager 205, 275277 configure 275276 Lucent_G3 276 installation 274 service update 275 service 277 directories license 64, 71 UID 64, 71 DiSH 58 disk monitor 31 disk space requirements 149 display IDOL server license information 59 domain login ID 278 primary controller 175 user account create 36 permissions 36 Qfiniti servers 36 Record server 36 Web server usage 36 DP3209, Ai-Logix 284 DP6409, Ai-Logix 284
F
features top level 102, 149 fetch services file system 74 HTTP configuration file 72 update file system 74 file data import 174 server service 31 file system fetch service update 74 FileSystemFetch.cfg 238 formats system numbers & time 250
G
general setup for VoIP 179 Global Views 66 group local administrator 36 supervisors 174
H
heartbeat 178 HKLM/SOFTWARE/etalk Corporation 33 HKLMSoftwaretalk Corporation 238, 244 hot fix 24 HTTP fetch service configuration files 72, 74 update configuration files 71 HTTPFetch.cfg 238 HTTPFetchAdmin.cfg 238 hub integration 116, 140, 177, 183184 configure 179
E
E-1 207 elevated user rights 97, 121, 145 enterprise login feature 231 etalk Corporation keys 33 etalk.core.config file 80 Etalk.Qfiniti.Core.Config 238 etalk.qfiniti.core.config 33, 65, 270, 272 Expert server quick updates 258 Explore database server 30 ingestion server 30 server description 30 quick updates 258 system settings Qfiniti 3.5 SP1 220 Web server 30
I
ID directories 64, 71 domain 278 position (PID) 174, 197 table 209 team member 201 IDOL data, restore 239 license 41 update 70 licensekey.dat 39 server data migration tool 80
Index
310 Index
directory structure 56 installation 42 license 5861 revoke a client license 60 synch server 30 idol.cfg 238 IIS 31, 37, 65, 264265 Version 6.0 266 Windows 2003 R2 SP2 configuration 37 iisreset 65 import servers 31 imported data files folder create 174 Infomine 258 ingestion configuration utility 220 Explore server 30 INI files CallManager 193, 197, 200, 205, 207 Survey 203, 209, 211 SurveyCMI 196197, 203, 206209, 211 SurveyRouter 216217 SVReDirect 215 Windart 211 Insite 258 installation Apex authorization keys 280 patch 283 change destination folder 149 checklist 25 database server 38 Dialogic 274275 IDOL server 42 Windows directory structure 56 message queuing 38 notes 36, 38 OmniVox 278 Qfiniti server 38 SmartWORKS software 284 SQL Server 2005 257 Reporting Services 264 Web server 39 integrate client 177 CTI client 178 ROD 177 switch connector 177 integration hub 116, 177 server 176 integration hub 140, 179, 183184 integration server 176 intermediate archive files folder
create 174 international characters 252 Internet Explorer 7 31 IP address CallManager 193 server 197 CTI middleware server 193 Recorder router 217 Survey server 197 isdiag.exe 205 ISDN.call configure 192
K
keys Apex authorization 280 verify 281 etalk Corporation 33 IDOL licensekey.dat 39, 41, 70 licensekey.dat update 70 OmniVox 281
L
language default parameter 66 packs 223 latency Qfiniti Desktop 241 license 58 agreement 274, 278, 284 directories 64, 71 display information 59 forcibly revoke licenses from inaccessible clients 60 IDOL 39, 41 license errors 61 server 60 forcibly revoke 60 revoke for client 60 update 70 licensekey.dat 39, 41 update 70 Microsoft SQL 257 requirements 31 revoke a client license 60 LicenseInfo action 59 line type 188 local administrator 97, 121, 145 group 36 logging cards 284 login domain ID 278 Lucent_G3 276
311
M
ManagedDBWrapper.dll.config 33 master_db 237 message queuing installation 38 messaging server 31 Microsoft .NET Framework with Web server 39 Microsoft SQL Server 2005 257 Microsoft Windows 2003 Server SP2 configure 173 migrate to SQL Server 2005 267 model_db 237 msdb_db 237 multiplatform login configuration for Qfiniti Desktop & Agent Monitor Console 231
N
named instances for SQL 38 new phone models for station-side-logger 289 NGX boards 287 NGX14, Ai-Logix 284 NGX16, Ai-Logix 284 NGX8, Ai-Logix 284 NIC 176 non-supported CTI switches 176 Nortel Meridian 277 PRI board configuration 277 Nortel Symposium 174 notes installation 38 server installation 36 Novell 31
SecurityType 72 Web site authentication 73 password startup services 219 patch 24 permissions domain account 36 supervisor 174 physical servers 30 plans backup 237 ports 187 position ID (PID) 174, 197 precautions 244 preinstallation configuration 36 PRI channels 207 Lucent_G3 276 Nortel Meridian 277 T-1 275 primary domain controller 175 prompt record lines 190
Q
QCentralMessageServer.exe.config 33 Qfiniti 3.5 SP1 97, 121, 145 admin tool 80 Agent Monitor requirements 2526 Assist back up IDOL database 239240 authentication 30 CDs 31 client Citrix server 157 Desktop latency 241 Explore back up IDOL database 239 integration hub 179, 183184 configure 179 integration server 176 integration server (QIS) 176 Observe configure Qfiniti integration hub 179 registry back up 33 server domain user account 36 install 38 synchronize 174
O
omni configuration file 192 omnislave configuration file 72, 74 OmniVox configuration file 281 create user 277 installation 278 key 281 parameters 188 OutputXMLencoding parameter 67 overview, component framework 45
P
parameters CallManager 196 DefaultLanguageType 66 ISDN.call 192 OmniVox 188 OutputXMLencoding 67
Index
312 Index
startup service 36 support for regional settings 249 upgrade 32 Qfiniti Web Access 32 Qfiniti_Platform back up database 267 restore database 270 quick update 24 quick updates 258 Microsoft SQL Server 2005 258
S
Scooter Software "Beyond Compare" 33 screen recording manager 31 proxy 31 script adherence server 30 SecurityType parameter 72 servers 30 Advise quick updates 258 application 37 description 31 Assist quick updates 258 Voice Assist, configure 226 CallManager IP address 197 Citrix 157 components distributing 30 CTI 174, 195196 middleware 193 database 36 description 30 installation 38 synchronization 175 deployment 30 distributing components 30 domain user account usage 36 Expert quick updates 258 Explore database 30 description 30 ingestion 30 quick updates 258 IDOL license 5859 synch 30 import 31 installation notes 36 integration 176 messaging 31 physical 30 Qfiniti domain account 36 installation 38 integration 176 Record configure 174 description 31 domain user account usage 36
R
record lines 190 Record server configure 174 description 31 domain user account usage 36 quick updates 258 schedule tasks 176 Recorder router IP address 217 server 215 recordings classify 177 folder create 174 regional settings Qfiniti support 249 registry key HKLM/SOFTWARE/etalk Corporation 33 release 24 remote desktop protocol (RDP) 33 report manager virtual directory 265 report server 266 configuration files 271 description 31 virtual directory 265 Reporting Services 257 configuration manager 265 SQL Server 2005 257 ReportInstaller.exe.config 33, 271 requirements Agent Monitor 2526 server and Desktop 35 view disk space 149 restore database Qfiniti_Platform 270 IDOL data 239 SQL Server backup file 269 revoke client licenses 60 ROD 177 route table 186 rsreportserver.config 271
313
quick updates 258 task schedule 176 Recorder 215 report 266 description 31 virtual directory 265 requirements 35 script adherence 30 SQL Server 2000 257 SQL Server 2005 257 migration 267 quick updates 258 Reporting Services 264 upgrade 267 Survey 215, 217 configure 186 IP address 197 quick updates 258 synchronize 174 voice & screen recording 31 Web 30 account 36 description 31 installation 39 Windows 2003 SP2 266 configure 173 service extensions Web 35 service pack 24 service packs 257 ServicePort (configuration setting) 61 services 30 Apex startup 280, 283 Dialogic 277 file server 31 Qfiniti startup 36 Reporting Services SQL Server 2005 257 SQL Server 2005 Reporting Services installation 264 SQL Server Reporting 31 startup password 219 Voice Data Processor 226 Web identity 265 Session Initiation Protocol (SIP) 182 set up database 265 line type 188 team member extension range 207 SIP 182 Smart Views 66 SmartWorks software
installation 284 SNMP alarm delivery 185 SQL backup jobs 236 license 257 requirements 31 named instances 38 Server database 30 Reporting Services 31 restore the backup file 269 Server 2000 257 Server 2005 installation 257 migrate to 267 quick updates 258 Reporting Services 257, 264 upgrade 257, 267 upgrade 257 SQL Server 2000 not supported 257 SSL, configure 37 startup Apex 283 startup.dat 283 STK/DNIS table 216 subfeatures 102, 149 supervisors group 174 permissions 174 Survey INI files 203, 211 configure 209 prompt record lines 190 rules 208 server 215, 217 configure 186 IP address 197 quick updates 258 Survey_Ext_List.txt create 208 Survey_PIDExtMapping.txt file create and initialize 197 SurveyCMI add extensions 207 configure 196 outbound lines 205 exe 209 INI file 196197, 203, 206209, 211 SurveyRouter INI file 216217 SVReDirect INI file 215 switches
Index
314 Index
CTI 176 Nortel Symposium 174 Symposium Nortel 174 synchronize servers 174 system monitor 31 system settings Explore Qfiniti 3.5 SP1 220 SystemMonitor.exe.config 33
upgrade Qfiniti 32 SQL 257 SQL Server 2000 267 SQL Server 2005 257 URL triggers 148 usage 36
V
VDP configuration file 220 services 226 verify Apex authorization keys 281 virtual directory report manager 265 report server 265 voice & screen recording server 31 Voice Assist 226 Voice Data Processor (VDP) configure Voice Assist 226 service 226 VoIP general setup 179 switch 182
T
T-1 207 extensions add 207 update 207 PRI 275 switch protocol configure 191 tables Apex startup 283 ID 209 route 186 STK/DNIS 216 team member ID 201 task schedule Record server 176 team member extension range 207 ID table 201 terminal server connection 33 time formats, supported 250 top-level features 102, 149 transcriptions add 222 transerver 224 transervers add 224 triggers URL 148
W
Web method 178 server 30 description 31 domain user account usage 36 installation 39 Microsoft .NET Framework 39 service extensions 35 service identity 265 site authentication 72 Web.config 238 Windart.ini file 211 Windows authentication database server 36 automatic update 243 automatic updates 243 XP SP3 33 Windows 2003 R 2 SP2 prerequisites 36 Windows 2003 R2 SP2 configuration ASP.NET 37 World Wide Web service 37 Internet Information Services 37 Windows 2003 SP2
U
UID directories 64, 71 update 24 file system fetch service configuration files 74 IDOL license 70 licensekey.dat 70 T-1 extensions 207 Update 1005 Database 257 updates Windows, automatic 243
315
server 173, 266 Windows Server 2003 35 Windows Vista 21, 97, 121, 145 World Wide Web service Windows 2003 R2 SP2 configuration 37
Index
316 Index
317
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