Knowledge Transfer Session WFO 10.1.2 (GA was August 3 rd ) QM10.1.2 (GA was August 3 rd ) ACR 10.1...

Knowledge Transfer Session

• WFO 10.1.2 (GA was August 3rd)

• QM10.1.2 (GA was August 3rd)

• ACR 10.1 SP2 Feature Pack(available only via Controlled Introduction with Beta Trial terms and Avaya Product Mgmt approval)

Issue 4.0September 2011

©2011. All rights reserved.

Discussion Topics

WFO 10.1.2– Overview

– New DVD Line-up

– Content Description• Added support for QM 10.1 SP2• Unique integration with IQ 5.2 and ACCCM 6.2

ACR 10.1 SP 2 Feature Pack– Overview

– Content Descriptions

– ACR Agenda

QM 10.1.2– What’s New

– QM Agenda


WFO 10.1.2

3


WFO 10.1.2 Overview

Background

WFO 10.1 is the current GA major release

WFO 10.1.2 service pack update is available as GA as of August 3rd

WFO 10.1.2 content includes:

– Bug fixes and patches in updated DVDs / ISO images (listed on next slide)

– New QM ISO image that supports Windows 2008 for QM and ER apps

– New ISO images for ACR ( Windows & Linux) entitled ACR 10.1 build 2 • This incorporates all bug fixes up to and including Patch 101036 into new ISO image.• Latest patch 101048 must still be deployed on top of ACR 10.1 Build 2• ACR 10.1 Build 2 + Patch 101048 is exactly equivalent to ACR build 1 + Patch 101048

– Support for Avaya IQ 5.2 integration, with click-thru to WFO apps

– Support for Avaya Contact Center Control Manager (ACCCM) 6.2 integration, with unified agent & port administration for CR, QM and WFM apps

– Support for Avaya Aura® Contact Center (AACC 6.2)

WFO 10.1.2 DVDs provisioned with ASD quotes run on or after August 1st :


WFO 10.1.2 : New DVD Line-up

5

DVD # Content Comment

1 ACR (Linux)

10 ACR (Windows)

ACR 10.1 Build 2


2 Quality Monitoring Version 10.1.2 Build 191

3A Cognos Report Server 64-bit of Version 8.4 for use with QM/ER

3B Cognos Report Server 32-bit of Version 8.4 for use with QM/ER

4 WFM/Scorecard/Learning/CoachingForecast & Scheduling ClientWFM (et al) Integration Server

Cognos Report Server

Content Producer

10.1.2.35

Version 1.1.4 for use with WFM

10.0.4

9 Screen Capture Agent 10.1.2.191

WFO 10.1.2 Applications

* Other WFO 10.1 application DVDs & ISO images not mentioned here remain as is for use with 10.1.2


WFO 10.1.2QM Supports Windows 2008 and SQL 2008

Quality Monitoring (QM) + Enterprise Reporting (ER) Applications now support:

Both Windows 2008 and Windows 2003 OS– Previously QM only supported Windows 2003

– Now supports 32 and 64 bit versions

– Changed to Cognos 8.4 for 32 and 64 bit support (does not include WFM)

Both SQL 2008 and SQL 2005.– Previously QM only supported SQL 2005

– Now supports 32 and 64 bit versions

6


ACR 10.1 Service Pack 2 Feature Pack

7


ACR Agenda

ACR 10.1 Service Pack 2 Feature Pack– Overview

– Content Descriptions:• Recording Modes Simplification• SO has been removed and QM now uses SSC• Inbound Only AACC SIP Call Recording• Designated Recorder Pool Settings• Disk Buffer Retention/Alarm• Windows Support for CM Environment• Virtualization Windows/VMware – Performance and Sizing• PCS Dialer Tagging• Proxy for ViewerX• Blu-ray support on Windows• Kerberos for ACR SSO• Support for Tomcat 6• ACR vulnerabilities addressed by Tomcat v6• NTLM2 for QM• TSAPI Replacement


ACR 10.1 SP2 Feature Pack Overview

ACR 10.1 SP2 Feature Pack that is currently controlled release is different to ACR 10.1 Build 2

ACR 10.1 SP2 Feature Pack is a newer version of ACR that does contain new content – See later slides for content description

ACR 10.1 SP2 Feature Pack is not part of the official GA line up for WFO 10.1.2

– Initially ACR 10.1 SP2 Feature Pack will only be made available to a small number of customers in a controlled availability phase.

– The current plan is to GA ACR 10.1 SP2 FP by end of CY 2011


ACR 10.1 SP2 Feature Pack Content Overview

The remainder of this presentation captures the new content items that are part of ACR 10.1 SP2 Feature Pack.

In general, the new content is more infrastructural rather than higher level features, e.g. Tomcat replacement, TSAPI Client replacement, etc.

– This means that in many cases, while the underlying code implementation may change, the higher level functionality does not.

This release is not certified for use with TDM recording channels or CS2x00 switches at this time.

10


Recording Modes Simplification

CM Recording Modes

11

Recording Mode Uses

Bulk RecordingSingle-step Conference

Quality Monitoring

On Demand RecordingConference

Meeting Recording

Station bulk (used Service Observe) has been removed



12

Recording Mode Recording Mechanism Used

On Demand Recording Conference

Meeting Recording Conference

Station Bulk Recording Service Observe

Station Executive Recording Service Observe

Quality Monitoring Service Observe

Externally Controlled (Service Observe mode) Service Observe

Conferenced Recording Single Step Conference

On Demand with External Controller Single Step Conference

CM Recording Modes – Existing ACR 10.1



13

Recording Mode Recording Mechanism Used

On Demand Recording Conference

Meeting Recording Conference

Bulk Recording Single Step Conference

On Demand with External Controller Single Step Conference

• CM Recording Modes – Simplified in ACR 10.1 SP2 Feature Pack

• Service Observe mechanism removed:• Station Bulk Mode (which used Service Observe) is now removed• Other modes achieved with Bulk Recording Control options



14

• CM Recording Modes – Simplified Admin pages• Conferenced, Station Bulk, Station Exec pages removed

• Functionality moved to new Bulk Recording Page

• In upgrade scenarios, any configurations in the removed pages must be re-configured on the new Bulk Recording page.


Recording Modes Simplification:SSC Recording for QM

When used in conjunction with QM, the ACR will now use Single Step Conferencing (SSC) recording instead of Service Observe (SO)

Only applicable to CM/AES and CM/AES/AACC hybrid environments

15


Inbound Only AACC SIP Call Recording

16

In WFO 10.1, AACC SIP recording solution required both a Web Services link to AACC and an additional CTI link to the Switch infrastructure

This is known as a SIP Hybrid configuration

CS1kSIP Hybrid configuration in ACR10.1• CCT Web Services link to AACC • MLS link to Switch via 2nd MLS server

CM SIP Hybrid configuration in ACR10.1• CCT Web Services link to AACC • DMCC/TSAPI link to AES



17

In WFO 10.1,SP2 Feature Pack, if the requirement is to only record inbound Contact Centre Calls, then the 2nd CTI link is not required and need not be configured.

Applicable to AACC SIP in both CS1k and CM environments.

CS1kSIP Hybrid configuration in ACR 10.1 SP2 Feature Pack• CCT Web Services link to AACC • MLS link to Switch via 2nd MLS server OPTIONAL

CM SIP Hybrid configuration in ACR 10.1 SP2 Feature Pack• CCT Web Services link to AACC • DMCC/TSAPI link to AES OPTIONAL

Optional

Optional



18

Module Description Link Duration (h:mm)

ACR in CM config http://uconnect.demoavaya.com/p34661565/ 0:55

ACR with SIP CC in CM configACR in CS1000 config (part 1)

http://uconnect.demoavaya.com/p91317230/ 1:43

ACR in CS1000 config (part 2) http://uconnect.demoavaya.com/p19959094/ 0:50

ACR with SIP CC in CS1000 config (R10.1.1)

http://uconnect.demoavaya.com/p29271026/ 1:15

Please use following links too review SIP AACC with CM and CS1K presentations provided by Tommy Moran

http://uconnect.demoavaya.com/p34661565/





Designated Recorder Pool Settings

The heritage NES NCR (CS1K based recorder) had the concept of defining a designated recorder or pool of recorders to which DN’s/PosID’s would always send their duplicated RTP streams.

With ACR 10.1 Service Pack 2 Feature Pack, this feature is now being extended CM environments.

The image below reflects a DN configuration page within ACR 10.1 SP2 Feature Pack where the option to define a preferred recorder/pool is presented.

19


Disk Buffer Retention/Alarm

Allows calls stored on ACR for a known period of time as opposed to estimating how long the calls will be retained based Disk Size and Call Volume

Recorder continues to delete calls when space is required regardless of the retention period.. – Should the recorder buffer fill up then calls will be deleted regardless of the retention period. The solution should indicate

through a configurable alarm that this is taking place.

The retention period can be set in daily increments and will only apply to the call buffer. – It has no impact on Local Archive or centralized Archive.

– Minimum setting is 1 day

If this new setting is not enabled then the solution should work on space alone as it does today.

Setting should best be set on a Per System basis (i.e. a global setting) and configured at the ACR Master level.

Operational Issues: It is preferable that the recorder delete the calls at midnight following the expiration of the retention period. Calls recorded during the day will therefore not be deleted at the earliest until midnight after the call has reached its retention period. So a call recorded at 8am on Thursday will not be deleted until midnight the following Thursday if the retention is set to 7 days.

Alarms: Archiving alarms should still apply regardless of this setting – If the system is set to alarm if calls are about to be deleted without archiving then this applies for either space deletion or

duration deletion.

Applicable to all environments (CM & CS1k)

20


Disk Buffer Retention/Alarm

21


Windows Support for CM Environment

Allows the Windows version of ACR 10.1 SP2 Feature Pack to be deployed in a CM environment

– Previously, only Linux was supported

– Supports Windows 2003

– Supports Windows 2008

22


Server sizing for Windows and Linux Servers

The benchmarks given below are for the following server specification, which is the minimum required for new installations (upgraded systems can be assumed to continue supporting the load for which they were sized on the version originally installed):

2.5GHz Quad-core CPU

1Gbps Ethernet NIC port

4GB RAM

RAID 1 or 5 strongly recommended

DVD drive for installation of software (capable of writing DVD+RW and/or Blu-ray disks if local archiving is required)

RedHat Enterprise Linux 5 Update 6 (Communication Manager only) or Windows 2008 Server

Please refer to the Customer Furnished Equipment Guide for WFO for detailed specifications and sizing

23


Server sizing for Windows and Linux Servers

24

Typical storage requirements for screen recordings are shown below but these can varyenormously according to how dynamic the users' screens are. Screen recordings must be taken into account when sizing storage requirements as well as network bandwidth.

Screen Resolution Color Reduction No Color Reduction1024 x 768 200 KB / min 800 KB / min1280 x 1024 239 KB / min 1200 KB / min1600 x 1200 301 KB / min 1800 KB / min

Additional Storage Sizing, Channel limits, and Screen Recording Sizing defined in ACR PIA Guide


Virtualization Windows/VMware – Performance and Sizing

It is possible to configure a virtualized environment using VMware ESXi 4.1 Update 1 where the Quality Monitoring System and the ACR are installed in their own guest O/S on the same hardware.

Care should be taken to follow VMware recommendations for ensuring accurate timekeeping in the virtualized guest systems.

– Note that ACR and QM clocks must always be closely synchronised

When a snapshot is taken of the ACR, the clock time is also stored with the Snapshot, which can cause issues if the snapshot is activated

– Snapshots not recommended in a live production environment

Impacts to Server Capacity:– Reduce the maximum concurrent channel number by approx 10%

Linux Virtualization (KVM or XEN)– This is currently not supported

25


PCS Dialer Tagging

Specific to the PC (Proactive Contact ) Dialler integration

Enhance the existing ACR dialer integration to support the capture and tagging of call disposition codes to the Recorder database.

PCS Dialer integration now includes tagging by any of the "IDENT" fields.

This integration should support PostgreSQL and eWare/Viewer based environment and could include up to 14 different disposition codes appended to a single call after call disconnect and before next “Ready”.

PCS version 4.x hard and soft dialer solution forms the basis for this development.

26


Proxy for ViewerX

ViewerX is the term sometimes used to refer to the Search & Replay Section of the ACR Administration Web Interface

ACR 10.1 SP2 Feature Pack will support Internet Explorer when configured with a Proxy.

Requirement was raised via Verint support incident 3848663

This feature is not to be ported back to ACR 10.0 or 10.1


27


Blu-ray support on Windows

Local archiving now supports Blu-ray on Windows as well as on Linux. (Previously Blu-ray was only supported on Linux)

Linux:– Only BD-R type supported

Windows:– Only BD-RE type supported

28


Kerberos for ACR SSO

Kerberos is a network authentication protocol designed to provide strong authentication for client/server applications by using secret-key cryptography.

There is a requirement to ensure that a client connecting to ACR (search & replay, Admin UI etc) can prove its identity to the ACR (and vice versa) across an insecure network connection.

If you specify a domain and username, the system will attempt to authenticate you via Kerberos. In this case, you will not see Logoff or Change Password links on the web pages presented by the recorder.

This feature is also known as "Single Sign On" (SSO) as users only have to log onto their Windows workstation, but do not need to log on to the search and replay application separately.

Applicable to both Windows and Linux versions of ACR.

29


Support for Tomcat 6

Upgrade ACR Linux OS Tomcat to counter recently exposed vulnerabilities.

It is likely that Tomcat v6 will to deal with these issues

No impact to installation, configuration or functionality


30


NTLM2 for QM

QM currently has a fileshare which uses NTLM1 security.

Most Windows servers now implement NTLM2 as standard and do not enable NTLM1 by default anymore.

ACR 10.1 SP2 Feature Pack now supports NTLM2 for the QM fileshare

31


TSAPI Client Replacement

This implements a new a native adapter within ACR via ASN1 and therefore removes the existing Avaya TSAPI thin client as is currently used in ACR 10.1

The existing Avaya TSAPI client is 32 bit only whereas the new native adapter is 64 bit.

– This will enable the ACR to evolve to a 64 bit application

No impact to installation, configuration or functionality

Only applicable to CM/AES environment (which uses TSAPI)

32


ACR Installation\ Key Facts

33

Allows the Windows version of ACR 10.1 SP2 Feature Pack to be deployed in a CM environment. Previously, only Linux was supported.

Linux Version Install steps identical to previous versions CSCM/10.0/10.1

Windows version simply involves running install.htm (no kick start involved)

This release is not certified for use with TDM recording channels or CS2x00 switches at this time.

Use Windows Server 2008 R2 Server for all new installations.Existing systems running earlier version 7.0 of NES Contact Recorder on Windows 2003Server, Release 2, Service Pack 2 can be upgraded.

You must plan the partitioning of your server's disk(s) in line with the storage needs.Partition the disks of all servers so that theoperating system and recordings storage are both separated and secure. For the AvayaContact Recording application, prepare three partitions. Further information provided in PIA guide.


Windows ACR components

34

Windows ACR service

Location of ACR Log

Install directory structure for windows ACR


Impact on QM configuration with ACR10.1 SP2

35

- No change from previous Version 10.1

- IF connector : configured the same way for both deployments. Since ACR10.1 we use port 3080 instead of 3082 In QM10.1.2 Logonlogoff is a new standard attribute that doesn’t need to be defined ( explained in more detail in later QM10.1.2 delta slides).

- Voice Cards: Still defined as in WFO10.1 For CM deployments: Recording channels have to match the number of concurrent recordings likely to occur within QM. (with the removal of service observe we no longer need to dedicate Softphones for QM recording). Telephone Replay still requires Replay channels to be defined. Each replay in progress will still use a Softphone. For CS1K deployments: Recording channels are configured as in WFO10.1 No telephone replay available in CS1K

- Switch: No change We define Meridian1/ Succession Switch for CS1K deployments We define Avaya Definity G3/S8300/S8700 Switch for CM deployments


Front end/Operations GUI menus in ACR10.1 SP2

36

ACR10.1

ACR10.1SP2 With CM deployment

ACR10.1

ACR10.1SP2

Op

erat

ion

sG

ener

al S

etu

p

Station Exec/Station Bulk removed from GUI for CM deployments. Conferenced merged into Bulk Recording (Functionality still available within Bulk Recording).

New Avaya Aura Contact Centre Interface tab. Previously AACC configuration was done within the Contact Centre Interface

ACR10.1SP2 With CS1K deployment


Conferenced Merged into Bulk Recording

37

ACR10.1 ACR10.1SP2

Change highlights:• Apply Beep Tone within recorder is now a global setting for SSC. Moved to Contact Centre Interface tab

• Configuration has been rationalised and enhanced to provide a superset of features. For example: - the "Designated Recorder" and "Record Internal calls only" settings are now available on both CM/CS1K

- Enhanced Recording control parameters.

- Default recording settings can be overwritten for specific targets by means of additional configurable settings. (Recording Control) (Add Rule) (Advanced tab found by clicking the edit button next to addresses defined).


Bulk Recording (Deeper Dive)

38

• Ability to control call recordings influenced by External controls such as Unify or instruction from a phone. (example: Retain for Exec Recording).• Ability to exclude calls from recording by using recording rules based on particular attributes.• You can override most of these settings for specific recording targets - using the Advanced settings of the phone number ranges shown on following slide


Settings For Specific Recording Targets

39

• Designated Recorder/Pools now available with both CM/CS1K deployments.

• Enhanced Recording controls that can be made specific to a recording Pool Target


Bulk Recording menu For CM Deployment

40

The following items are only seen with CM deployments not CS1K:- Delete Recording by entering- Retain Recording by entering- Specify address(es) to be entered into configuration- Specify recording targets by Stations, Agents, VDN, Skills


Bulk Recording menu For CS1K Deployment

41

The following items are only seen with CS1K deployments not CM:- Specify DN or Position ID to be entered into configuration


Archive

42

Local archiving now supports Blu-ray on Windows as well as on Linux.


Quality Monitoring

43

ACR10.1

ACR10.1SP2

• With the removal of Service Observe for CM deployments we no longer have to assign ports to the

QM recording mode as such “Ports assigned” has been removed.• QM Telephone replay available in (CM deployments Only) will still require Softphone usage. • There is no change in setup and configuration for the CS1K


Replay (Applicable for CM deployments only)

44

ACR10.1SP2

ACR10.1

New Setting added “Warn when available channels falls below” Applicable to CM deployments only Reminder this is only for CM and does not relate to QM Telephone Replay


General Setup >Recorder

45

POI:• New setting for days to retain calls before deleting from disk buffer• Call Storage Path (setting only seen when deploying windows ACR).• Call storage path location needs to exist on server. This setting will not automatically create location• All other configuration items here have not changed and are still configured as per 10.1.


Contact Centre Interface configuration settings for CM deployments

46

• CCT configuration for Avaya Aura CCT server moved to its own separate tab under the General setup.• Apply Beep Tone settings added here. Previously was located under conferenced and QM recording modes.• Configuration identical to that of ACR10.1 with CM deployments.• Previously used Logical Identifier name to define TSAPI link• Previously, the TLINK name determined whether or not the TSAPI link was secure. • This is now assumed to be secure unless altered via the properties file.


Contact Centre Interface configuration settings for CS1K deployments

47

• CCT configuration for Avaya Aura CCT server moved to its own separate tab under the General setup.


Avaya Aura Contact Centre Interface

48

• Previously we defined CCT server under the Contact Centre Interface• CCT Username is now definable. Previously we could only define password and windows domain for the built in CallRecordUser.

©2011. All rights reserved. 50

QM Agenda

- Goals and Objectives

- Tech Stack Updates

- Minor Feature Enhancements

- ER Localization (English Only)

- Server Hardening Guidelines

- New Configuration Settings

- Upgrade Process


Goals of QM10.1.2 Release

51

Add Windows 2008 Support – Windows 2008 R2/SQL 2008 (64 bit)

– Windows 2008 Hyper-V

Supportability– Replace the EOL Cognos 1.1 with Cognos 8.4.1

– Upgrade ER Tomcat to 6.0.24

– Rollup of bug fixes

– Additional security/hardening guidelines

– Target for all 7.x upgrades

Minor tech stack updates– Citrix XenApp 6 and XenDesktop 5

– Remove Tardis 3rd party software from DVD

– Maintain support for SP1/SP2 tech stack

Supports ER localization- Avaya– ER localization supports English only (QM already supports 9 languages)


Tech Stack Updates

52

Windows 2008 R2 and SQL Server 2008 (64-bit)– Will require an “indirect” upgrade path

Citrix XenApp 6– Next version of Citrix Terminal Services

Citrix XenDesktop 5– For virtual desktop infrastructure support

Windows 2008 Hyper-V– For virtual server and desktop support

Remove Tardis from DVD and documentation– Recommend use of Windows Time Services

Updated Tomcat for ER– Tomcat 6.0.24 addresses some security issues in 5.5.9


Cognos 8.4.1

53

Cognos 1.1 standard support has expired– Hard to resolve customer issues

Moving to Cognos 8.4.1 aligns with Verint Branded V11– Important for cases where QM v7 is integrated with V11 WFO

Cognos 1.1 can be upgraded directly to 8.4.1 32-bit– CSI upgrade is “in-place” (< 2 hour process)

– If WFM v7/v10 Reporting is deployed, QM ER will need to use a separate Cognos instance.

64-bit version available as well– for Windows 2008 R2

No impact on customers– GUI and Reports remain the same (minor changes in layout and print format)

– All saved reports and ad hoc reports are migrated

– No need to retrain users


Minor Feature Enhancements

54

Number of saved search queries increased from 20 to 40

Additional information logged in audit trail– Admin resets a user’s password

– Admin activates/inactivates a user

– Admin changes a user’s role

– User changes password

– User login fails and why

– User account is locked

Minor UST enhancements– Automated cleanup of import and report folders


QM/ER Localization

55

Overview

QM Localization supports

Simplified Chinese, Japanese, Korean, English, French, German, Italian, Russian, Latin Spanish, Brazilian Portoguese.

The Avaya Offer Definition defines all aspects of the AAWFO offer including product mix, platform support and localization. This was created for AAWFO 10.1 and has not be updated for SP2 but the content is still relevant. This document is used by both Avaya and BP Sales, Services and Support.

ER localization is only available in English. Avaya decided not to perform the localization for ER but focused their efforts on translating QM.


Server Hardening

56

Overview– Security conscious customers require that only necessary components and services be

enabled• Only those network services, applications, packages, libraries, files, operating system

services, and configurations required by the system design shall be installed and enabled during system installation and operation

Impact on Configuration– The QM Security Administration Guide now includes guidance on what Windows and third

party services cannot be disabled

– Customer IT departments can use these guidelines to disable the remaining unnecessary components/services


New Root Setting Properties – General Tab

57

• Renamed from “Contacts with Multiple INUMs”

• Moved from Contact Viewer Settings

• Is used for IFConnector functionality as well as Viewer

• Can now be used to control IFConnector behavior when integrated with ACR


New IF ConnectorAdapter Property Setting

58

• New standard attribute

• No longer requires a custom property to be created

• Will eliminate tickets from missing configuration step


New JRE Settings Attributes

59

Additional attributes for JRE configuration

• Downloadable• CLASSID


New JRE Configuration Functionality

60

Controls whether or not JRE can be downloaded to desktop

Allows CLASSID to be set to the (1) specific version, (2) family version, or (3) universal version.

This controls the behavior of which JRE will be executed on the desktop: (1) specific version, (2) latest in the family, or (3) latest JRE installed.


New AIM Registry Settings

61

• [HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\AIM] - "AutomatedLogonLogoff"=dword:00000001– Works similar to command string logon (/logon /agentid

%USERNAME% /ext %COMPUTERNAME%)– Simpler to configure

• [HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\ eQuality Agent\Capture\CurrentVersion] - "SendFQDN"=dword:00000001– Directs AIM to send Fully Qualified Domain Name instead of

just hostname as the workstation identifier to QM


Upgrading to QM10.1 SP2 -32 Bit OS

62

Same as current upgrade process to latest SP10.1.0/10.1.1 to QM 10.1.2 (aka 10.1.1 SP2)

Will be done by support (as in previous cases)Scope similar to 10.1.0 to 10.1.1 upgradeDirect upgradeOnly difference is need to upgrade Cognos

7.7.1 & 7.7 SP2 to QM 10.1.2Will be done by services (as in previous cases)Scope similar to 7.7.1 and7.7.2 to 10.1.0/10.1.1 upgradeTech stack updates for SQL Server and DialogicDirect or Indirect upgrade supported

All versions < 7.7.1 to 10.1.2 Indirect upgrade, as performed for upgrades to 10.0Screen Capture/AIM upgrade is recommended, but optionalPlease refer to QM and ER 10.1.2 Upgrade Guides for more details


Upgrading to QM 10.1.2 -64 Bit OS

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Requires Services

Requires new OS and SQL Server– Requires new (or re-imaged) server with Windows 2008 R2

and SQL Server 2008 64-bit

– Requires indirect (clean) upgrade

– Databases must be backed up and restored for QM, ER, and Cognos

– Content files (eCorder directory) on every eRecorder server must be backed up and restored

Screen Capture/AIM upgrade is recommended, but optional

Please refer to QM and ER 10.1.2 Guides for more details


Upgrading QM to 64-bit OS

64

1. Backup QM database

2. Backup eCorder directory on every eRecorder

3. Backup Witness registry on BDR server

4. Install Windows 2008 R2 on all QM servers

5. Install SQL Server SP1 2008 64-bit on DB server

6. Restore QM database and run update scripts

7. Install QM 10.1.2 (and other 3rd party components)

8. Restore eCorder directories on eRecorders

9. Restore Witness registry values if needed

10. If moving to new box, change server/host name in QM DB


Upgrading Cognos to 64-bit OS

65

1. Backup Cognos 1.1 databases (CRN_CS, CRN_AUDIT)

2. Install Windows 2008 R2 on Cognos server

3. Install SQL Server SP1 2008 64-bit on Cognos DB server

4. Restore Cognos 1.1 databases (CRN_CS, CRN_AUDIT)

5. Run CSI 64-bit to install Cognos 8.4.1 64-bit

– Select option to “Use existing” Content Store database (point to the CRN_CS databases above)

– For 1.1.4, select option to “Use existing” Logging database (point to the CRN_AUDIT database above)

– For 1.1.2, select option to “Create New” Logging database


Upgrading ER to 64-bit ER

66

1. Backup ER databases

2. Install Windows 2008 R2 on all ER servers

3. Install SQL Server SP1 2008 64-bit on ER DB server

4. Install ER 7.8 SP2 (with “create new databases” option)

5. Stop the “Enterprise Reporting” service

6. Restore ER databases

7. Grant access to WS_ER and WS_Portal users

8. Run upgrade scripts on ER databases

9. Restart the “Enterprise Reporting” service

10. Recreate the ETL extract tasks

11. Upgrade ETL extract component on QM server


Interoperability

67

QM/ER 10.1.2 (aka 10.1.1 SP2) interoperability with other suite components is same as QM10.1.0/10.1.1

– WFO/Foundation 7.8

– Separate Cognos instances may be required as WFM v7/v10 Reporting still uses Cognos 1.1.4, and QM Reporting uses Cognos 8.4.1.

– CSCM 7.8/ACR 10

– ER 7.8 SP1

– Screen Capture (QM 7.7/7.8)

– Speech Integration Service 10.2 (Supports Speech Analytics Categories in QM search and replay when QM Speech Integration Service SIS is deployed along with Speech Extraction Manager).


WFO10.1.2 Applications

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2 Quality Monitoring Version 10.1.2 Build 191

3A Cognos Report Server 64-bit of Version 8.4 for use with QM

3B Cognos Report Server 32-bit of Version 8.4 for use with QM

4 WFM/Scorecard/Learning/CoachingForecast & Scheduling ClientWFM (et al) Integration Server

Cognos Report Server

Content Producer

10.1.2.35

Version 1.1.4 for use with WFM

10.0.4

9 Screen Capture Agent 10.1.2.191


Questions

69

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