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Knowledge Transfer Session WFO 10.1.2 (GA was August 3 rd ) QM10.1.2 (GA was August 3 rd ) ACR 10.1 SP2 Feature Pack

Knowledge Transfer Session WFO 10.1.2 (GA was August 3 rd ) QM10.1.2 (GA was August 3 rd ) ACR 10.1 SP2 Feature Pack (available only via Controlled Introduction with Beta Trial terms and Avaya Product Mgmt approval) Issue 4.0 September 2011. Discussion Topics. WFO 10.1.2 Overview

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Knowledge Transfer Session WFO 10.1.2 (GA was August 3 rd ) QM10.1.2 (GA was August 3 rd ) ACR 10.1 SP2 Feature Pack

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  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 4.0 • September 2011

  2. 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

  3. WFO 10.1.2

  4. 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 :

  5. WFO 10.1.2 : New DVD Line-up ACR 10.1 Build 2 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

  6. 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

  7. ACR 10.1 Service Pack 2 Feature Pack

  8. 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

  9. 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

  10. 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.

  11. Recording Modes Simplification • CM Recording Modes • Station bulk (used Service Observe) has been removed

  12. Recording Modes Simplification • CM Recording Modes – Existing ACR 10.1

  13. Recording Modes Simplification • 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. Recording Modes Simplification • 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.

  15. 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

  16. Inbound Only AACC SIP Call Recording • 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 • CM SIP Hybrid configuration in ACR10.1 • CCT Web Services link to AACC • DMCC/TSAPI link to AES • CS1kSIP Hybrid configuration in ACR10.1 • CCT Web Services link to AACC • MLS link to Switch via 2nd MLS server

  17. Inbound Only AACC SIP Call Recording • 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. • CM SIP Hybrid configuration in ACR 10.1 SP2 Feature Pack • CCT Web Services link to AACC • DMCC/TSAPI link to AES OPTIONAL • 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 Optional Optional

  18. Inbound Only AACC SIP Call Recording Please use following links too review SIP AACC with CM and CS1K presentations provided by Tommy Moran

  19. 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.

  20. 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)

  21. Disk Buffer Retention/Alarm

  22. 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

  23. 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

  24. Server sizing for Windows and Linux Servers Typical storage requirements for screen recordings are shown below but these can vary enormously 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 Reduction 1024 x 768 200 KB / min 800 KB / min 1280 x 1024 239 KB / min 1200 KB / min 1600 x 1200 301 KB / min 1800 KB / min Additional Storage Sizing, Channel limits, and Screen Recording Sizing defined in ACR PIA Guide

  25. 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

  26. 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.

  27. 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 • Applicable to all environments (CM & CS1k)

  28. 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

  29. 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.

  30. 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 • Applicable to all environments (CM & CS1k)

  31. 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

  32. 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)

  33. ACR Installation\ Key Facts • 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 2003 Server, 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 the operating system and recordings storage are both separated and secure. For the Avaya Contact Recording application, prepare three partitions. Further information provided in PIA guide.

  34. Windows ACR components Windows ACR service Location of ACR Log Install directory structure for windows ACR

  35. Impact on QM configuration with ACR10.1 SP2 • 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

  36. Front end/Operations GUI menus in ACR10.1 SP2 ACR10.1 ACR10.1SP2 With CM deployment Operations ACR10.1SP2 With CS1K deployment Station Exec/Station Bulk removed from GUI for CM deployments. Conferenced merged into Bulk Recording (Functionality still available within Bulk Recording). ACR10.1 General Setup ACR10.1SP2 New Avaya Aura Contact Centre Interface tab. Previously AACC configuration was done within the Contact Centre Interface

  37. Conferenced Merged into Bulk Recording 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).

  38. Bulk Recording (Deeper Dive) • 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

  39. Settings For Specific Recording Targets • Designated Recorder/Pools now available with both • CM/CS1K deployments. • Enhanced Recording controls that can be made • specific to a recording Pool Target

  40. Bulk Recording menu For CM Deployment • 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

  41. Bulk Recording menu For CS1K Deployment • The following items are only seen with CS1K deployments not CM: • Specify DN or Position ID to be entered into configuration

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

  43. Quality Monitoring 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

  44. Replay (Applicable for CM deployments only) 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

  45. General Setup >Recorder • 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.

  46. Contact Centre Interface configuration settings for CM deployments • 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.

  47. Contact Centre Interface configuration settings for CS1K deployments • CCT configuration for Avaya Aura CCT server moved to its own separate tab under the • General setup.

  48. Avaya Aura Contact Centre Interface • 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.

  49. QM10.1.2 Avaya QM10.1.2 (went GA 3rd August 2011) OverviewWhat’s New

  50. QM Agenda • - Goals and Objectives • - Tech Stack Updates • - Minor Feature Enhancements • - ER Localization (English Only) • - Server Hardening Guidelines • - New Configuration Settings • - Upgrade Process

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