Engage Server Installation Networking Guide V.4.1 Issue1 (1) 3l287

. 2. From the left pane, click on SQL Servver Network Configuratio o select prope erties. Select EEnable.   3. Right clickk on T/IP to of the SQL serrvice is required to apply thhe T/IP settting. 4. A restart o

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      Copyright © 2014, TelStrat Intternational, LLtd. All rights reserved.

a. For Win ndows 7 or W Windows Server 2008 or 20012: o Click on Sta art, and enterr services in tthe Search alll programs an nd files field. o Expand Serrvices (Local).. o Scroll down n SQL Server (the name of f the instancee). o Restart the e service by rigght clicking a nd select Resstart. b. For Win ndows XP or W Windows Serrver 2003: o Open Startt » Control Pa anel » iistrative Toolls » Services. o Scroll down n to SQL Serveer   o Restart the e service by rigght clicking a nd select Resstart. After a new SQL install, if the SQ QL database ccannot conneect from a diffferent PC theen check thesse items: 

From the SServices window,  SQ QL Server Brow wser is in Auttomatic modee, and is Startted.

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thatt T/IP is enabled under SSQL Server Coonfiguration Manager. Thiis program is located at Start » Progrrams » MS SQ QL Server » CConfiguration n Tools » SQL Server Configurattion Manageer. The T/IP P parameter m must be enab bled under SQ QL Server Network Configurattion » Protoccols for the instance name .

3.5 Limit SQL M Memory The m memory of the e Engage SQLL Instance mu ust be limited  if any other Engage comp ponents are o on the same SQL server to o ensure Engaage has accesss to availablee memory.  The memory m must be limiteed to no mo ore than 25% % of total server memory.

4 Enga age Serverr Installatio on If dep ploying less th han 200 recorrding channels, the Engagee server can include the W Web IIS Serverr, SQL Datab bases and files, and Mass SStorage Archives all on a siingle server, aalso known aas Engage Uniity. If dep ploying more tthan 200 reco ording channels, TelStrat rrecommends separating th he Web IIS Seerver, SQL Server and/or Mass Archive e Server to th heir own stan d‐alone serveers, also know wn as Engagee Enterprise.

4.1 Pre‐Installa ation Requirements The fo ollowing pieces of informaation will be required whe n installing En ngage:   

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A/Radio/Analoog, Digital (E11/T1), Norstar or Meridian n Link Recording Method: VoIP, BCM, DISA Services. TTypically mostt new deployments will bee using the Vo oIP method, b but refer to th he pre‐installaation docume entation provvided by the TTelStrat Product Manager for your exacct deploymen nt method.         Copyright © 2014, TelStrat Intternational, LLtd. All rights reserved.

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SQL Serverr and Instance e Name for th he recorder’ss database. (SSERVER\Instan nce)

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Domain Usser : If using Wind dows Authenttication in ord der for Engage to commun nicate with the SQ QL database, then a  Name (DOMA AIN\nam me) and w word will be required.

WARNING: All W pre‐installation software must be instaalled on the EEngage Server prior to in nstalling the EEngage application.   4.1.1 1

Appliccation Server

To insstall Engage o on Windows 2 2012 or 2008 server, start by initializingg Windows Ap pplication Serrver: 1. Click Start » istra ative Tools » Server Manaager.   2. Expand Server Manageer » Roles, clicck Add Roles in the right p pane. 3. From the SSelect Server Roles window w, enable the  checkbox forr Application n Server.

NOTE: Anothe N pear requiringg both.NET Frramework an nd Windows r pop‐up window may app Process Activation Service tto be installed d. Click Add R Required Feattures button to install these ad dditional role e services for the Applicatio on Server   4. Click Next,, then click Neext again.   5. At the App plication Serveer Select Rolee Services winndow, enable the followingg services:   a. Check .NET Framew work 3.5.1 b. Check T T Port Sharring

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6. Click Next.. on Selectionss pane. 7. Click Install at the Conffirm Installatio e when the installation hass succeeded aand Close thee Server Mana ager.   8. Click Close NOTE: File Ser N vices can also o be turned on so that Winndows can manage storage and faster ffile se earching. If de esired, make sure the File Server role iss turned on. 4.1.2 2

Microssoft .NET Framework (Serrver 2003 and d XP Only)

Installing Engage o on Server 200 03 and XP requires an addittional step off installing Microsoft .Net frame ework. The M Microsoft .NETT Framework enables multtiple Engage aapplications aas well as thee Web client u interfface to comm municate succe essfully with tthe recorder.. The Web clieent requires Microsoft .NEET 4.0 or late er.   NOTE: From W N Windows Server 2012, 2008 8 R2, the lateest version of .NET Framew work will be in nstalled when n the Applicattion Server ro ole is added inn the Server M Manager. No additional steeps arre required. To insstall the .NET Framework o on a Windows 7 Professionnal, 2003 or XXP server, install the comp plimentary copy of Microso oft .NET Fram mework from tthe Engage: 1. From the EEngage install package, open the Pre‐Reeqs & Tools ffolder. he dotNetFx40 0_Full_x86_xx64 file to insttall .NET Fram mework.   2. Click on th

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3. When the setup wizard d has opened,, select the I hhave read an nd accept the license s checkbox.

4. Click Install.   5. Click Finish h when installation is complete.   4.1.3 3

Microssoft Visual C+ ++ 2008 and 2 2010

Both vversions of th he Microsoft V Visual C++ 20 008 and 2010  Redistributable files need d to be installed with EEngage. The o order of install does not m matter.   1. From the P Pre‐Reqs & To ools folder, do ouble click thhe 2008vcrediist_x86 file.   ave read and accept the liccense , then click Insstall and Finissh to 2. Click the check box I ha complete tthe installatio on.

Pre‐Reqs & To ools folder, do ouble click thhe vcredist_x886 file (2010 vversion). 3. From the P ave read and accept the liccense , then click Insstall and Finissh to 4. Click the check box I ha complete tthe installatio on.

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4.1.4 4

Sun Ja ava Runtime EEnvironment (JRE)

The Sun Java Runtime Environm ment is requirred for Windoows Server 20012, 2008, 20 003 and XP operaating systems. The JRE is esssential in ord der for the Enngage JAVA client to run p properly on th he server. Install the JJava Runtime Environmentt on the Engaage recordingg server:   Pre‐Reqs & To ools folder, do ouble click thhe jre‐6u21‐w windows‐i586‐s.exe file.   1. From the P 2. Click Install to begin insstallation.   3. When installation is finished, click Cllose. If the Engage serve er does not have internet aaccess, then JJRE will fail to o install. Engaage has provid ded a similaar program in the Engage P Pre‐Reqs & To ools folder whhich can be lo oaded withou ut internet acccess; howe ever, TelStrat recommendss installing the e JRE instead .   To insstall on an Engage Server tthat has no in nternet accesss:   1. From the P Pre‐Reqs & To ools folder, do ouble click onn rootsupd fo or java no acccess to intern net. ed above.   2. Install the JRE as directe 5 4.1.5

CTI Software, if req quired

If capturing call data, the PBX driver softwarre will be requuired to be in nstalled on the Engage record ding server.  A Any upgradess to your PBX X generally reqquire an updaate of the CTII software on Engagge.  Always ch heck with TelSStrat before u upgrading youur PBX to find d out if an Enggage update is requirred for Engagge to be comp patible with the updated PPBX software.. NOTE: Please r N refer to the SYSTEM INTEGRRATION GUIDE for detailed instructions.   

Avaya AAC CM – Install the Avaya Tellephony Serve ver API (TSAPII) on the Engaage Server.

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Avaya IP O Office – Install the CTI Linkk Pro on the EEngage Serverr.

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BCM – Insttall the LAN C CTE API on the Engage Serrver.

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Cisco – If d deploying a Cisco Active Re ecording or PPort Spanningg with TAPI insstallation, insstall the same C Cisco TAPI Seervice Provideer (TSP) on thhe Engage reccording serverr as that is

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installed on the Cisco platform. Cisco o Express and d SC/SIP N Native installaations do nott require an ny additional CTI software e to be install ed.   

Mitel – Insstall the MiTA AI CTI protoco ol on the Engaage Server.

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Norstar – Install the CTA TA 100, CTA 160I or the CTTE Toolkit drivver for the deesignated systtem.

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ShoreTel – – Install the Sh horeTel DVS application oon the Engagee server. Engaage must not be running on n a Windows 7 machine.

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All Trunk T Taps – Install SMARTWOR RKS driver proovided by TelSStrat in the Prre‐Reqs & Too ols folder on tthe Engage se erver.

4.2 Installing EEngage Servver Softwarre

1. From the EEngage Softw ware Only » M MediaKit foldder, execute the Setup.hta a file to run th he Engage insstaller.   2. Click on En ngage Server,, Client and ttools to beginn the installatiion, and selecct Next at thee InstallShield Wizard scrreen to start tthe installatioon process.   n. Click Installl and Engagee will a. A C++ aapplication is required by EEngage prior tto installation install tthe necessaryy C++ applicattion on the seerver.   b. Once th he C++ appliccation has bee en installed, sselect Next att the InstallSh hield Wizard screen to start the in nstallation prrocess.   3. Check the box to Accep pt the  o of the Licensinng Agreemen nt. Click Nextt to move forw ward. 4. In the Custtom Setup window, expand and select aany of the folllowing:

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a. Under C Client, click on the dropdo own menu ne xt to Window ws Desktop A Application an nd then se elect This featture to be insstalled on loccal hard drivee to install thee Engage JAVA A client. N Note:  The JA AVA client is fo or initial setu p and server istratio on.  It is no lo onger a suppo orted  client and should not be proovided for useers to logon to o Engage. b. Under SServers » Voicce Recording Server, click oon the dropd down menu next to VoIP Record ding and then select This feeature to be iinstalled on llocal hard driive to install tthe Engage e JAVA client. Other record ding methodss may be seleccted if using aa method oth her than IP recording.   pport Featurees c. Under Web Servers, Cisco Phone  Fea tures or Avayya Phone Sup should be selected O ONLY if using either a Ciscoo or Avaya deeployment in conjunction with On Dem mand phone‐based recording. All otherr selections sh hould be turn ned off.   5. Click Next when all Enggage applications to be insttalled have been selected.   6. At the SQLL Server Locattion window, enter the loccation of the SSQL Cache Daatabase (Server\InstanceName) in the Engag ge Voice Servver’s SQL Servver Instance N Name box. Select Next.

7. At the  Informatio on window, se elect Using thhe built‐in Loccal System Acccount. Click Next. 8. At the Secu urity Device w window, selecct Software B Based Licensin ng. TelStrat iss phasing outt the USB Device e. Click Next.

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9. Click Install to begin insstallation. The e Communicaations Server Configuration n window willl appear forr the next step.

4.3 Communica C tions Serve er Configuraation   In ord der for the Engage Server tto record calls and work p roperly, the C Communications Server Configguration (Start » TelStrat Engage » Serrver Configurration) windo ow includes th he following ttabs that aare required: 

Voice Reco ording Datab base (REQUIRED): Locationn and authenttication for th he recording database.

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Cache (REQ QUIRED): Loccation and autthentication oof recorded .WAV file storrage.

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License (REEQUIRED): En nable Hard Do ongle or Soft Dongle licenssing managem ment.

Some e of this configguration is required to be done at this sstep but otheers items can be done afteer Engagge SOA Servicces and the W Web Client is in nstalled.   To sett the required d configuratio ons: 1. On the Voiice Recording g Database TTab of the Com mmunication Server windo ow, select SQL Express orr SQL (if a full version of SQ QL is used for  the Call Cach he instance).   a. Select SSQL for authe entication typ pe. b. Enter th he  ID and  ssetup in the SSQL installatio on process for the call cach he database.   he SQL Server\Instance Na ame for this SSQL server in n the text box. c. Enter th

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2. On the Cacche Tab of the Communica ation Server w window, selecct a different partition for the .WAV files than where tthe database or Engage is stored such aas the F: parttition under Allowed Ca ache Drives. D Deselect all other drives

ense Tab of the Communiccation Serverr window, seleect Use Soft LLicense. Go ahead 3. On the Lice and generaate a license request and e email to TelSttrat; however, this can be  done at any time during the e install process by openingg the Commuunications Serrver Configura ation applicattion.

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a. Click Ge enerate Finge erprint button n.   b. The Savve As window w will appear. Name the fil e using the co ompany’s name followed by “‐ Originaal”. (Example: “ABCCompanyEngageLiceense– Originaal.c2v”)   c. Navigatte to a locatio on that is easily accessible and that willl allow for em mailing to TelSStrat. Click Saave As.   d. Click OK when the C Customer to V Vendor (C2V) file is created d successfullyy.   o regkeys@Te elStrat.com. A A reply may taake up to three days if e. Email the C2V file to submittted over a we eekend or a h holiday, but tyypically takess no more thaan a day.   f.

From th he License Tab of the Communication SServer window w, click Applyy and then OK K to finish the installation process.

orary license will be activaated for 3 dayys in order to continue witth the install NOTE: A temp N process. 4. When all cconfigurationss are complette, click OK foor Engage to aaccept new cconfigurationss and Click Finish h when the in nstallation pro ocess is compplete.   of the server iis required. Click Yes. 5. A reboot o

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4.4 Engage SOA Services Engagge Services must be installed on the Enggage recordinng server otherwise the W Web Client will be unable to access Engage. A dedicated IIS web server shouuld not includ de Engage Serrvices.   Record can rremain at Rele NOTE: Engage N ease 3.6.1 forr example, bu ut release 4.0 0 of the Engagge Se ervices must be installed tto extend Enggage for the W Web Client. The Engage Web C Client uses the e following se ervices to com mmunicate w with the Engagge Server.   

TelStrat En ngage Alarm SService

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TelStrat En ngage Annotaation Service

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TelStrat En ngage Configu uration Servicce

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TelStrat En ngage Dashbo oard Service

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TelStrat En ngage Downlo oad Service

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TelStrat En ngage Mass A Archive Service

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TelStrat En ngage Notificaation Service

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TelStrat En ngage Search Service

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TelStrat En ngage VoIP Co onfiguration SService

4.4.1 1

Enable e Net T Porrt Sharing Services

Net T Port sharing services m must be enabled or some oof the Engage Services cannot start. 1. Click on Sttart » iistrative Toolls » Services. aring, and right click to vieew Propertiess. 2. Locate Nett.T Port Sha Automatic. Click OK. Startt service if neeeded.   3. Select Starrtup Type as A

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4.4.2 2

Installation of SOA A Services

1. From the EEngage install package, open the Engagge Services fo older.   he Engage Serrvices file. The installer wi ll appear. Clicck Next.   2. Execute th ms in the Licen nse Agreemeent. Click Nexxt.   3. Select I acccept the term 4. Install the Engage Services in the deffault folder. CClick Next. mplete for the e Setup Type. Click Next. 5. Select Com all and Finish when installled. It may taake several m minutes to in nstall and start the 6. Click Insta Engage Services. ditional services will be installed with tthe Web Clien NOTE: Two ad N nt Install Wizaard—Search Se ervice and Do ownload Servvice.

5 Web b Server Installation The Engage Web C Client requiress the followin ng before thee installation o of the Web Client on the W Web Server: 

work 4.0 or greater must b e installed prrior to the settup of IIS. If IIS was Microsoft .NET Framew installed first then uninstall/reinstall IIS or requesst the TelStraat  teaam provide th he Aspnet_re egiis.exe file iff uninstalling is not an opttion.

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Microsoft IIS Web Serve er 2012, 2008 8 or 2003 wit h IIS Server R Roles has the CGI Setting enabled. Iff the CGI setting was not set on the IIS SServer Roles screen, then an error messsage will appear requesting iit be turned o on when the W Web Client iss installed.

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SQL versio on 2008 or newer is installe ed in order too create the W Web applicatiion database..

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Engage SO OA Services re elease 4.0.0.6 or newer aree installed on the Engage rrecording server so the Web Client can ccommunicate e with Engagee Record.

5.1 Enable Application and d IIS Server Roles Install the Web Server Roles on the desired sserver—eitheer the Engagee recording seerver or a dedicated web serrver.   NOTE: An Enga N age Unity servver directly frrom TelStrat w will also requ uire the Appliccation Serverr Role.   5.1.1 1

For Windows 2008 and 2012

To insstall a Web IISS Server usingg Windows 20 012 or 2008: 1. Click Start » istra ative Tools » Server Manaager.   b IIS Server haas already be en installed u under the leftt window pan ne, 2. Check to see if the Web expand Server Manageer » Roles. a. For a new server, cliick Add Roless in the right ppane to install Web Serverr (IIS). b. If Web Server (IIS) iss already instaalled, then rigght click on W Web Server (IIIS) in the left pane and clicck Add Roles to  all o of the roles lissted in this do ocument are already seleccted. Click Re emove Roles for IIS Serverr to remove a ny unnecessaary roles. 3. From the A Add Roles Wizzard window,, select Next.

4. Select the checkbox forr Application Server. a. Anothe er pop‐up win ndow will app pear requiringg both.NET Frramework and d Windows Processs Activation SService. Click A Add Requiredd Features bu utton to install these addittional role serrvices for the Application SServer.

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5. Select the checkbox forr Web Server IIS. Click Nexxt.   plication Serveer Select Rolee Services winndow, enable the followingg services:   6. At the App

a. Check .NET Framew work 3.5.1   b. Check W Web Server (IIIS) o A pop‐up w window will ap ppear requiri ng Applicatio on Server, Weeb Server (IIS)) and .NET Frame ework service es. Click Add R Required Fea atures button  to install theese additional rrole services ffor the Web SServer.

c. Check T T Port Sharring

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d. Check H HTTP Activatiion e. Click Ne ext.   7. At the Web b Server (IIS) Select Role Seervices windoow, many of tthe required sservices will b be enabled w when Web Serrver (IIS) Supp port Requiredd Role Servicees were installed. If desired d, that all the follow wing services have been chhecked:   a. Under C Common HTTTP Features, v that Staatic Content, Default Docu ument, Directo ory Browsin ng, HTTP Erro ors and HTTP Redirection aare checked. b. Under A Application D Development,,  that A ASP.NET, .NETT Extensibility, y, ISAPI Extenssions, and ISA API Filters are checked. Che eck the CGI c heckbox. c. Under H Health and Diagnostics, ve erify that HTTTP Logging, Reequest Monittor, and Traciing are che ecked.

d. Under SSecurity, veriffy that Windo ows Authenticcation and Reequest Filterin ng are checkeed. e. Under M Managementt Tools, y that IIS Mannagement Connsole, IIS Man nagement Scrripts and Too ols, and Management Servvice are checkked.   f.

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Under IIIS6 Managem ment Compattibility, check the IIS 6 Mettabase Comp patibility, IIS 6 6 WMII C Compatibilityy, and IIS6 Scrripting Tools ccheckboxes.


8. Click Next,, then click In nstall at the C Confirm Installlation Selectioons pane.   e when the installation hass succeeded aand Close thee Server Mana ager.   9. Click Close NOTE: File Ser N vices can also o be turned on so that Winndows can manage storage and faster ffile se earching. If de esired, make sure the File Server role iss turned on. 5.1.2 2

For Windows 7

On a W Windows 7 Professional W Workstation: 1. Click Start » Control Pa anel » Program ms » Program ms & Featurees. In the left menu, click TTurn and off.   Windows FFeatures on a orld Wide Web Services » A Application D Developmentt Features, turn on or checck the 2. Under Wo following rroles: ASP.NEET, CGI, .NET EExtensibility, ISAPI Extenssions and ISAPI Filters checkboxe es.   ols » IIS 6 Ma ernet Informa ation Servicess » Web Mannagement Too anagement 3. Under Inte Compatibiility , turn on or check the following rolles: IIS 6 Scrip pting Tools, IIIS 6 WMI Compatibiility, IIS Meta abase and IIS 6 configurati tion compatib bility, IIS Man nagement Console, IIIS Managemeent Scripts an nd Tools and IIS Managem ment Service ccheckboxes. mmon HTTP FFeatures, turn n on or checkk the following roles: Default Documen nt, 4. Under Com HTTP Errorrs, HTTP Rediirection and SStatic Contennt checkboxess.   alth and Diag gnostics, turn on or check tthe followingg roles: HTTP Logging, Req quest 5. Under Hea Monitor, T Tracing checkkboxes.   n or check the e following rooles: Window ws Authentica ation and Req quest 6. Under Security, turn on Filtering checkboxes.   mpleted, reboot the serverr. 7. When com

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5.2 Windows Au W uthentication to SQL SServer Web C Client accesse es the followiing SQL datab bases using e ither SQL Autthentication o or Windows Authe entication: 

Web Client database (tyypically Engagge)

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Engage Record Call Cache Database (typically SreecordingCachee)

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Engage Record Mass Storage Databaases

d on the SQL sserver Usingg SQL Authenttication, the SSQL istrrator creates a SQL  aand for W Web 2.0.  Typiccally this acco ount is given SSys perrmissions.  Th his SQL logon ID and w word are prrogrammed in nto the Web Client so it caan authenticaate with SQL.  This is the siimpler metho od to deplo oy. With Windows Autthentication aaccess to a re emote SQL seerver, the SQLL istrato or must creatte a SQL lo ogin for the w web server in the followingg format:  <doomain>\Serveername$  (No ote the $ after the server name). ocal SQL serveer, the SQL ad dministrator ccan create a SSQL With Windows Autthentication aaccess to a lo for the web sserver as abovve, or they caan use the Neetwork Servicee .  The Network Servvice can only be u used if the We eb Client and SQL are on t he same servver. 5.2.1

Remote SQ QL Server

1. In the Obje ect Explorer, right click on Security and then select N New  n and the follo owing pop‐up window will app pear:

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2. In the Log gin Name fie eld, type in <domain>\Ser < rvername$. For examplee, if the custtomer domain is TSI and the Server Name iis Engwizard008, then type tsi\Engwizard d08$   3. Access the e Server Roless page. a. For sim mple isttration, you ccan enable th e Sys rrole under Seerver Roles.

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b. A more secure optiion is to choo ose a subset oof databases that the Web b Client can aaccess under the Ma apping option. Select Usser Mapping g and the following screen will appear:

o Select the databases that the W Web Client m must access including C Config, SrecordingC Cache and an ny mass archivve databasess that get added later.   o Select db_o owner. 4. Select OK tto save the . 5.2.2

Local SQL SServer

1. In the Obje ect Explorer, right click on Security and then select N New  n and the follo owing pop‐up window will app pear:

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2. In the Log gin Name field d, type NT AU UTHORITY\N NETWORK SER RVICE or seleect Search an nd the following p pop‐up will ap ppear:

work Service aand select Check Names a nd select OK.. 3. Type Netw e Server Roless page. 4. Access the a. For sim mple isttration, you ccan enable th e Sys rrole under Seerver Roles.

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b. A more secure optiion is to choo ose a subset oof databases that the Web b Client can aaccess under the Ma apping option. Select Usser Mapping g and the following screen will appear:

   o Select any databases that t the We b Client musst access such as the En ngage database or the Srecord dingCache as w well as any M Mass Storage d databases.   o Select db_o owner.

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5. Select OK tto save the .

5.3 Installing EEngage Web b Client To insstall Engage W Web Client eitther locally orr remotely: 1. Execute th he TelStrat.exxe application n from the Weeb Current Reelease folder.   2. Click Install.   3. Install the Search Servicce.   ext. Use the d default installation folder ffor the Search Service (C:\\Program Filees a. Click Ne (x86)\TTelStrat\Searcch Service\). C Click Next.   b. Confirm m the installattion by clickin ng Next. Wheen the Search Service instaallation is comple ete, click Closee.   4. Install the Dashboard Service. Click IInstall.   ext. Use the d default installation folder ffor the Dashb board Servicee (C:\Program m Files a. Click Ne (x86)\TTelStrat\Dashboard Service e\). Click Nexxt.   b. Confirm m the installattion by clickin ng Next. Wheen the Dashbo oard Service iinstallation iss comple ete, click Closee.   5. Install the Web 2.0 Client.   ext. Check the box for I acccept the term ms of the licen nsing agreem ment. Click Neext. a. Click Ne b. At the SSelect Instancce window. Se elect Add an Instance.   c. Enter th he Virtual Dirrectory (http:/// >/ ) th hat is desired for the  tto access the Engage W Web Client. Te elStrat installeers use the deefault Engagee so most URLs will be http://DOC01/Engage. Click Next.   d. Insert tthe SQL instan nce for the Caache Databasse and the SQ QL Authenticaation  an nd wo ord. Create a New databasse that the W Web Client willl use. TelStratt installers usse the defaultt Engage.

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e. Click Te est Connectio on to make su ure the SQL Caache Databasse is accessible. Click Nextt. f.

If a secure Web URLL is desired, se elect Enable H HTTPS and atttach the SSL certificate. Iff no SSL certificate is avaailable, click N Next to bypas s this screen..

6. Click Install to install th he Web  interface. Clicck Finish when complete.   b Client folder, a REEE file may conttain additionaal Web Clientt installation 7. In the Web instruction ns for known bug fixes. Folllow any instrructions in the Notes.   1 5.3.1

Folderr Permissionss

When n the first Web Client instaance is installe ed on an IIS w web server, yo ou must set tthe folder permissions or playing back calls will result in File not Fouund error messsage.   After making this changge a logoff and log back on nto Web Clien nt is required or an Internaal Server Error message wiill appeaar. This iss required forr all deployme ents.  To provvide IIS full peermissions for attachmentts on the web b server: er, navigate to o c:\inetpub\\wwwroot 1. Using Windows Explore 2. Right‐clickk on Propertiees. 3. De‐select tthe Read Onlyy check box. 4. Click Applyy.    5. Apply to all sub‐folders. he Security tab. 6. Click on th 7. Click Edit. 8. Click Add. henticated Ussers or the ap ppropriate grooup of s iif customer ITT is available. 9. Enter Auth 0. Click OK. 10

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11. While high hlighting Authenticated s, U click o n all checkbo oxes, click A Apply, OK, an nd OK again. 12 2. If prompte ed, select App ply Changes tto this folder, subfolders and files.

6 Postt‐Installatio on Configu uration Installation is not ccompleted un ntil the Post In nstallation Coonfigurations  are completeed. The follow wing appliccation(s) will require configguration after Engage has been installeed: 

Engage Server: Apply Licenses, creatte service acccounts, map V VoIP ports, seetup service s aand setup SMTP for email alerts.

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SQL Server or Database e on Engage SServer: Adjusst the maximu um server meemory limits, change reccovery modell and auto clo ose settings.

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Web Clien nt: Setup Reco ording and Arrchiving Scheddules, s aand  Rolees, Associated d resources or groups succh as Tenantss, Agent Nam es and IDs, D Dialed Numbeers, Mobility U s, etc.



Windows Authenticatio on: If utilizingg Microsoft A Active Directory Single Sign n On for s to the Engage e Server, the Engage Web Client, the Enngage SQL daatabases or th he Engage JAV VA client addiitional configu uration will b be required.

6.1 Engage Serrver Configuration This p process will re equire a restaart of the TelSStrat Voice Reecorder servicce that will bee service impaccting. TelStratt highly recom mmends this configurationn should take place prior to any calls beeing record ded in a planned installation window. NOTE: It is unn N necessary to rrestart the Co ommSrv at eaach step of the Communications Serverr co onfiguration ffor changes to take effect.. All configuraation settingss can be madee and then reeset th he server at the end to min nimize downttime.   6.1.1 1

Apply Licensing

There e are two wayys to receive licenses for Engage:   

Software‐b based License e: The Soft Do ongle is simp ly a vendor to o customer (V V2C) file with h the License Ke ey and the number of licen nses per recorrding type and Engage feature.



USB Dongle: The USB D Device provide ed by TelStra t is inserted iinto USB slot of the Engage ditional licensses are requirred TelStrat w will send a Recording Server. If upggrades or add software‐b based license. TelStrat is phasing out thhe USB Devicee.

At the e end of the installation off the Engage SServer, a licennse request w was generated d and email tto TelStrrat. If this wass not created, refer to REQ QUIRED C OMM MUNICATIONS S ERVER C ONFIG GURATION sec ction of thiss document.

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When n the license iis received, ap pply the Softw ware‐based liicense to Enggage 1. Save the V V2C file in a lo ocation accesssible to the Enngage Serverr.   nse tab.   2. Open Starrt » TelStrat EEngage » Servver Configuraation and click on the Licen 3. Click Applyy License Keyy button.   4. An Open w window will appear. Navigaate to the V2 C file. Click O Open.   5. When the Applied V2C file successfu ully window aappears. Clickk OK. Generate Fing gerprint button again to ggenerate a Fin nal version.   6. Press the G ompany’s name followed by “‐ a. The Savve As window w will appear. Name the fil e using the co Final”. (Example: “A ABCCompanyEEngageLicensse–Final.c2v”))   b. Navigatte to a locatio on that is easily accessible and that willl allow for em mailing to TelSStrat. Click Sa ave As.   c. Click OK K when the C Customer to V Vendor (C2V) file is created d successfullyy.   7. Email the C2V file to [email protected]. NOTE: This Fin N nal version of the Soft Licen nse will be ussed to generaate any futuree license key updates such aas seat counts and/or main ntenance rennewal expiratiion dates.   6.1.2 2

VoIP C Configuration n

If usin ng one of the following PBX integrations, the VoIP Enngine must be configured:: 

CM, IP Office, BCM, CS1000 0 Avaya AAC



Broadsoft//SIPREC



Cisco TAPI



ess Generic SIP/Cisco Expre



Microsoft Lync



Mitel



ShoreTel



Siemens

To settup VoIP Configuration, re efer to the resspective SYSTEEM INTEGRATI ON GUIDE forr detailed configguration instrructions:   1. Open Starrt » TelStrat EEngage » VoIP P Engine Conf nfiguration. Option field in the left corner, select thhe recording m method for th he Engage 2. In the CTI O Deployment. Fields willl change on th he page whenn a new recorrding method d is selected. Refer

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to the resp pective SYSTEM INTEGRATIO ON G UIDE for d detailed instrructions on co onfiguration. The options are:   Also known aas Avaya Blue  Meridian Lin nk Services for the CS 1000 0. a. Nortel MLS Server: A he MLS Serveer Name and Port. Other cconfigurationss are optionaal.   Input th b. Cisco TA TAPI Server: In nput the IPCC C/CTI Servers for the ACD aand the  ID and w word. Other cconfigurations for on‐demand recordin g and Extensiion Mobility ccan be setup on this scrreen.   c. Cisco Exxpress (SC//SIP): Also ussed for Generric SIP Trunk d deployments. Input the IPCC/CTI Servers forr the ACD and d the  ID and worrd. Other Ciscco configuratiions for on‐d demand reco ording and Exttension Mobiility can be seetup on this screen. d. BCM CT TE Server: Alsso known as A Avaya Blue BCCM. Input thee Name and IIP address of the Server.   e. Avaya TTSAPI Server: Input the Ap pplication Enaablement Serrvices (AES) SServer name, the TSAPI IID and the Log gin and w word. Other cconfiguration ns are optionaal. f.

ShoreTel TAPI Serve er: Input the EECC IP addresss and Port Nu umber.

g. Genesyys CTI Server: Input the Serrver Name, PPort Name an nd App Name  with ports. h. Avaya TTAPI Server: A Adjust the Span Config if nnecessary.   3. Enter each h extension (D DN) by right cclicking in the  DN/Position ID Configura ation table theen selecting A Add.   4. When all e extensions are e entered, click OK.   Refer to the WEB CLIENT RECORD DER    S G UIDE for r detailed info ormation in reegards to add ding VoIP m maps to portss through the e Web Client.   6.1.3 3

Cache Purge Settin ngs

The C Cache tab can be configure ed to set the m maximum num mber of dayss to retain thee .WAV files o or to store all .WAV filess or a portion n of .WAV filess in a separatte location(s)..   To lim mit the numbe er of days the e call cache SQ QL voice recoordings are sto ored on the EEngage Server: 1. On the Voiice Recording g Database TTab of the Com mmunication Server windo ow, limit the number off days recordiings are store ed in the dataabase with the Xdays for C Call Records checkbox. To retain call records for aas long as thee database haas storage spaace, do not ch heck this box.

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a. Check the checkboxx to limit the storage retenntion.   b. In the text field, entter the maxim mum numberr of days yourr organization n desires call record ds to be store before autom matically purgged from the call cache daatabase and ffile storagge. 2. On the Cacche Tab of the Communica ation Server w window, optio onally limit th he retention o of the call record ds with the Ca all Cache Agee Limit (In Dayys) text field o or leave as 0 so Engage wiill purge filess only when sttorage space is required foor new call reecordings.  No ote that call recordingss and call reco ords each havve a similar seetting.

a. In the text field, entter the maxim mum numberr of days yourr organization n desires call record ds to be stored before auto omatically puurged from the file storagee.

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b. To retaain call record ds for as longg as the databbase has storaage space, typ pe 0 in this teext box. 3. If a Record ding file redire ect is required, call record ings with a sp pecific string designated in n the Remarks 1 1 or 2 field of the cache dattabase may bbe redirected  for storage in another folder.   a. File Ke eep Flag: Type e a Remarks ttext designat ed for the filees desired to keep in the text box. Fo or example, aall recordings with the worrd “Save” in tthe remarks ffield. b. Folderr for Kept Flag gs: Browse fo or the folder llocation that will store theese .WAV filess. The cache database will automatically point to thhis new locatio on. e for the Systeem Partition R Reserved Space. This valuee should only be 4. Leave the default value changed by a trained Te elStrat speciaalist. 5. Click OK.   6. Any changges to the Com mmunication Server windoow require a restart; howeever it is acceptable e to make all changes prior to restartingg the server.   4 6.1.4

E‐Maill Alerts

Email alerts can be e generated b by the Engage e Record systeem to notify rrecorder ministrators off any alarm m events on th he Engage serrver. The Engaage Record sooftware supp ports Simple M Mail Transfer Protocol (SMTP) se ervice extensiion. In a smalll number of ddeployments such as BCM M and Norstarr system ms, this email configuratio on can also em mail call recorrdings.   NOTE: TelStrat N t highly recom mmends that E‐mail settin gs be configu ured for the EEngage serverr. Primarily emaiil alerts will notify the reco order isstrator of anyy system issuees preventingg calls frrom being reccorded. To settup email alerts: 1. On the Em mail Tab of the e Communica ation Server w window, enterr the server n name or IP address off the mail servver the Engagge system shoould send em mails through.   2. Enter the A Authenticatio on Method fo or this mail seerver.   a. None: No  and d  arre required foor the mail server. This opttion is used iff the mail se erver does no ot require autthentication. This method is not securee.   b. CRAM M MD5: A r ID and w word are requuired. This op ption is the Ch hallenger Response Authentication Metho od (CRAM) ussing the Messsage‐Digest 5 (MD5) algorithm. This m method is stan ndards‐based and secure. c. AUTH : A r ID and w word are requuired. This op ption is suppo orted by a number of SMTTP servers and clients. Thiss method is nnon‐standards based and is not secure. d. N Plain: A  ID and w word are req uired. This op ption is suppo orted by Outloo ok/Outlook Exxpress SMTP servers and cclients This m method is stan ndards‐based but is not ssecure.

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3. Click OK.   mmunication Server windoow require a restart; howeever it is 4. Any changges to the Com acceptable e to make all changes prior to restartingg the server.   be required d during Web C lient Configuration, system m istrattors 5. An additional step will b must assiggn an email ad ddress to their Service Acccount to receiive alerts by eemail in the Recorder A » Servvice  ttab. Refer to tthe WEB CLIE NT RECORDER  GUIDEE for detailed in nstructions.   maddress striing in the Reg gistry Editor. 6. To alter the FROM addrress, update tthe emailfrom nu, click Run.   a. From tthe Start Men b. Enter rregedit. Whe en the Registrry Editor openns, type CTRL F to find “em mailfromaddrress”. c. Double e click on Deffault, and edit the Value D Data string. 5 6.1.5

Option nal Configuraations

The C Communicatio ons Server Co onfiguration (SStart » TelStrrat Engage » Server Config guration) win ndow includ des the follow wing additionaal optional tabs and only aa few of thesee will be applicable for new w installations: 

Archiving: Location and d authentication setup for  Mass Archivee, DVD, or Legacy Archive.



Misc: Call Duration Min nimum Settinggs and CTI/Exxtension Mob bility settings.. Typically useeful when colle ecting Agent IID and call daata, recordingg outbound or Mobility useers.



Security: SSecurity Proto ocols and setttings for Engaage client authentication aand security/encryption keyys. Refer to th he ENGAGE EN NCRYPTION INSSTALLATION G U UIDE for addittional instruction n.



Soft Phone e & CE Trackiing: Only used d for Avaya CCS 1000 deplo oyments with the SoftPhon ne feature on n agent worksstations. Detaailed instructi ons are availaable from thee AVAYA CS 10 000 SYSTEM INTTEGRATION GUIDE U .



Screen Cap pture: Only used for Engagge Capture seerver deploym ments. Detaileed instruction ns are available in n the ENGAGEE CAPTURE INSTALLATION G U UIDE.



Cluster: Tyypically used ffor clustered environmentts only. A certtified TelStratt specialist will be needed for your installaation.



System Re eports: Typicaally used for U Upgrades onlyy. New installlations do nott require this tab.



Live Monittor: Enable Live Monitorin ng and configuure dedicated d IP address aand ports. . Detailed in nstructions arre available in n the LIVE MO ONITOR Q UICK S TART G UIDE ..



Agent Scoring: Typicallyy used for Up pgrades only. New installattions do not rrequire this taab.



Batch Reco ording: Typically used for Upgrades on ly. New installations do no ot require this tab.

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

Voice Analytics: Configure Engage A Analytics setti ngs. Detailed d instructions are availablee in GE A NALYZE INSSTALLATION GUIDE. the ENGAG

5.1 6.1.5

Archive Settings

If usin ng a Mass Arcchive solution n such as a Sto orage Area N etwork (SAN)) or Network Attached Sto orage (NAS)) or simply a ffolder on a se erver with suffficient storagge, then no arrchiving confiiguration is order requirred on the Co ommunication n Server. The No Archive sselection will be selected b by default in o to takke advantage of the New M Mass Archive Generation 22 (G2) functio onality.   Mass Archive G2 iss setup using the Archive ttab in the Weeb Client Conffiguration. Engage’s Mass Archivve G2 databases allow multiple archive es to be createed per call reecorder with ttheir own retention policy—o on a schedule e or by storagge space availlability. Referr to the WEB CLIENT RECORDER NISTRATION GUIDE for detailed instructio ons. NOTE: Any ma N ass archives crreated using tthe Communnication Serveer’s Mass Arch hive option aare co onsidered Leggacy Mass Archives and caan only consisst of one dataabase per recorder. These Le egacy archive es are being p phased out an nd are now ussed only with upgrades.

If usin ng DVD as an archive meth hod, configure e the Commuunication Servver utility by: 1. ing tthe Engage re ecording serve er has a DVD driver installeed such as W WriteDVD, GearWorkks, or WriteUD DF in order fo or Engage to s the D DVD archive.   unication Servver window, sselect the DVD D Archive opttion.   2. On the Arcchiving Tab of the Commu

48


3. Click OK.   mmunication Server windoow require a restart; howeever it is 4. Any changges to the Com acceptable e to make all changes prior to restartingg the server.   be required d during Web Cl Client Configurration, system m istrattors 5. An additional step will b must setup p the Web client to also acccess this DVD D SQL databaase in the Reccorder n » Archive tab. Refer to th he WEB CLIENTT RECORDER A DMINISTRATIO ON G UIDE for detailed instruction ns. 5.2 6.1.5

Call Durration Minimum and CTI cconfigurationn

The M Misc. tab allow ws certain datta to be confiigured regardding the recorrding. Typically for all deplo oyments, this tab is used to o define the m minimum num mber of secon nds for a call to be recordeed. Howe ever, any CTI ccall information coming from the ACD, such as Agen nt IDs and Cisco Mobility ID Ds, can allso be configu ured at this taab.

To sett the maximu um number off seconds the e duration of aa call must m meet in order tto be recordeed: 1. On the Missc. Tab of the e Communication Server w window, type the maximum m number of seconds in n the No Emptty Recording Alarm text bbox. Any call less than this number will not be recorde ed and an alarm will show in the Engag e Playback Lo og.   2. Click OK.

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3. Any changges to the Com mmunication Server windoow require a restart; howeever it is acceptable e to make all changes prior to restartingg the server If PBX X or  center software installed on the Engagee Server proviides connectivity to the AC CD for agentt information and call dataa, then enable e the ACD moode: 1. On the Missc. Tab of the e Communication Server w window, select the ACD Sysstem checkbo ox.   2. Click OK.   mmunication Server windoow require a restart; howeever it is 3. Any changges to the Com acceptable e to make all changes prior to restartingg the server.   e configured w with addition nal features suuch as record ding both inbo ound and Engagge can also be outbo ound calls for logged‐in AC CD Agents, and recording aagents logged d in with a Cissco Mobility ID. 1. From the M Misc. Tab of tthe Communiication Serverr window: a. To record inbound, outbound an nd personal ccalls of all Ageents logged in n, select the A ACD t ID in All Call l Records checkbox.   Agent by Mobility ID D, b. If deploying the Cisco UCM Extension Mobilitty feature to record calls b then select the Ciscco Extension M Mobility checckbox.   2. Click OK.   mmunication Server windoow require a restart; howeever it is 3. Any changges to the Com acceptable e to make all changes prior to restartingg the server.   6.1.5 5.3

Live Mo onitor

If Live e Monitoring of active callss is desired, SServer Configuuration and th he SIP Server must be configgured with a d dedicated IP address and ffirewall portss. To configure live m monitoring: ure in the men nu 1. Open Starrt » TelStrat EEngage » SIP SServer Configguration. Clicck on Configu bar.   2. Enter the IIP address of the recording server.   d Port as 60660.   3. Leave Threeads Per Proccessor at 1 and unt ID and sword. Click OK and Exit. 4. Enter the LLiveMonitor sservice accou 5. Open Starrt » TelStrat EEngage » Servver Configuraation. On the Live Monitorr Tab of the Communiccation Server window:   a. Check tthe Enable Livve Monitoringg checkbox. b. Enter th he IP addresss in the SIP Seerver Addresss textbox. c. Enter th he port numb ber in the SIP Server Port ttextbox.

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6. Click OK.   mmunication Server windoow require a restart; howeever it is 7. Any changges to the Com acceptable e to make all changes prior to restartingg the server.

6.2 SQL Configguration The m memory of the e Engage SQLL Instance mu ust be limited  if any other Engage comp ponents are o on the same SQL server to o ensure Engaage has accesss to availablee memory.  To optimize th he memory an nd the En ngage databaases: 1. Open Starrt » Programss » Microsoft SQL 2012 » SSQL Server M Management SStudio. er using SQL A Authenticatio on with the loogin and sword setup p previously in tthe 2. eithe SQL install or  using Windows A Authenticationn with the acccount presen ntly logged intto the server.   3. From the O Object Explorrer, right clickk <Server\InsttanceName> and open Pro operties.   ouble click M Memory. Change the Maxim mum Server 4. On the Serrver Propertiees window, do Memory to o one of the ffollowing: a. If SQL EExpress editio on: o 1024 – (1GB).  SQL Expre ess edition lim mits memory  usage to 1,024 MB (1GB).   b. If SQL SServer is not d dedicated and d running on the same serrver as other Engage softw ware, then se et SQL memorry limit to 25% % of availablee memory as follows: o 1000 – (1GB) if the serve er has 4GB off total memorry. o 2000 – (2GB) if the serve er has 8GB off total memorry. o 4000 – (4GB) if the serve er has 16GB oof total memo ory. c. If the SQL Server is d dedicated the en Maximum Server Memo ory is not req quired, but co ould be set tto 75% of avaailable memory. 5. On the Serrver Propertiees window, do ouble click Seecurity. y that the Insttance is SQL SServer and Windo ows Authenticcation mode. Select OK too save changees.   6. Engage req quires four daatabases to ru un recording successfully— —Activity Log g, Config, DVD DList, and SrecorrdingCache. C Change the Recovery modeel to Simple tto permit high h‐performancce bulk copy operations w while keeping log space reqquirements sm mall; and Autto Close to False in order for e each database e to stay open and not cloose due to inaactivity. a. From th he Object Exp plorer, click D Databases » A Activity Log and right click  to open Propertties. On the D Database Prop perties windoow, click on O Options. Chan nge Recovery model tto Simple and d Auto Close tto False. Seleect OK to savee changes.

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b. From th he Object Exp plorer, click D Databases » CConfig and rigght click to op pen Propertiees. On the Dattabase Properties window w, click on Opttions. Changee Recovery mo odel to Simplle and Auto Cllose to False. Select OK to save changess. c. From th he Object Exp plorer, click D Databases » D DVDList and rright click to o open Propertiies. On the Database Pro operties wind dow, click on Options. Chaange Recoveryy model to Sim mple and Auto Close to Fa alse. Select O OK to save chaanges. d. From th he Object Exp plorer, click D Databases » SSrecordingCacche and rightt click to open n Propertties. On the D Database Prop perties windoow, click on O Options. Chan nge Recovery model tto Simple and d Auto Close tto False. Conttinue with the next step b before saving change es. 7. In the Sreccording Cachee Database Prroperties win dow, click on n Files to conffigure the Autogrowtth for the SrecordingCacheeLog. Maximuum File Size should be set to 2048 MB (2GB). Click OK to save changes.

52


a. In the SSrecording Ca ache Databasee Properties w window, clickk on Files. b. Locate the Srecordin ngCacheLog LLogical Name in the table aand click on the button (…) in the Auttogrowth colu umn. c. In Maxiimum File Size Limited to ((MB) textbox,, type 2048 fo or a maximum m of 2GB filess.   d. Click OK K to save the size and Clickk OK again too save the SreecordingCachee changes.   8. Close out o of SQL Serverr Managemen nt Studio becaause all SQL cconfigurations are complete.

6.3 Service Acccounts Servicce s aallow access to the Engage e Record serveer and are ussed for the following purpo oses: 

The Web cclient requiress a Service Acccount to acc ess the call reecorder, and this is configu ured as part of tthe initial insttallation of th he Web clientt (TelStrat insstallers use W Web20)



Live Monittoring require es a Service A , and tthis is configu ured as part o of the initial recorder in nstallation (Te elStrat installers use LiveM Monitor)



Recorder A rs that would like to logonn using the JA AVA client require a System m Record. istraator  to be able to logon directlly to Engage R

53


nfiguration of the web clieent: To cre eate the nece essary service e s in o order to conttinue with con 1. Open Starrt »TelStrat En ngage » Enga age Client.   me DEFAULT aand no w word.   2. with the  nam onfiguration and then righ ht click on Sysstem s to o Create a new w .   3. Click on Co or the Web Client (Web20)). 4. Create a syystem  fo

54


a. In the N Name fields, iidentify the n name of the syystem such as TelStrat Weeb.   b. In the U ID field, ttype a  ID D for the Webb  (su uch as Web20 0) to identify tthe type off system .   c. The sword will default to sword   d. Check tthe System r box.   e. Click on n the More In nfo button asssociated withh Alarms and then enter an n email distribu ution list used d by your IT d department too receive emaail alerts.    NOTE:  TelStra N at suggests the use of an email distributtion list that is already in u use by your ITT department raather than ind dividual email s thaat can becom me obsolete as personnel ch hanges occur in your organ nization. f.

Click Ad dd.

5. If live mon nitoring of calls is desired, create anoth er system useer  fo or Live Monito oring (such as LiveMonitor). C Click Add.   6. Create a syystem  fo or the Recorder istraator. The ministrator wh ho will be managing the recorder will need a SSystem nistrator acco ount as well. Fill in the nam me with the ad dministrator’s name and u ID. Click A Add.

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7. When finisshed, click Exiit. Now the R Recorder ministrator can n  to thee Web client tto configure iits communiccation with th he recording sserver. The w web address w will be http:// / .

6.4 Web Clientt Configuraation The W Web client willl also need to o be configured to commuunicate with EEngage as well as be configgured to reccord certain p ports or agentts at a particu ular time. We b client confiiguration also o will allow ussers to be created. Detaailed instructtions of these processes arre available frrom the WEB CLIENT RECORRDER N   G UIDE E and the W EB B CLIENT ISTRATION U SER G UIDE. 6.4.1 1

Loggin ng On for the First Time

If the Web Client w was successfu ully installed tthe following logon screen n will appear:

n, enter the ffollowing infoormation to aaccess the bu uilt‐in    1. For the first time logon and select OK. D:  default   a. ID b. w word:  default will appear to o change the built‐in w word to someething other tthan default. 2. A prompt w nging the , logon n with the new w . 3. After chan g will appear ssince no call rrecorder has been configu ured yet. 4. An empty Playback Log 2 6.4.2

Recom mmended Con nfiguration O Order

TelStrrat recommen nds configurin ng the Web C Client in the foollowing ordeer:

56


1. Setup – Po oints the Web b Client to the e SQL Call Cacche database as well as provides the security an nd settings fo or the Web Cliient. This connfiguration is detailed in th he WEB CLIENTT ISTRRATION  GUIDE.   2. Archive – P Point the Web Client to the Storage Da tabases whetther it’s a Maass Storage deevice or to a DVD drive. Retention settingss for the amoount of call reecordings storred on the database ccan be configured here. Th his configurattion is detaileed in the W EB CLIENT RECORRDER USEER GUIDE.   of recording m method requi red for the caalls to be reco orded. Ports ccan 3. VoIP – Setup the type o be mapped d to an IP add dress or MAC C address if ussing any VoIP recording meethod. This configuration is detailed in the WEB CLIENT RECORRDER  U SER GUIDE.   og, digital or rradio methodd as well as asssign a namin ng convention n and 4. Ports – Settup any analo license to each port. Th his configuration is detailedd in the W EB CLIENT RECORRDER    GUIDE.   ent Names an nd IDs to incluude with call rrecordings orr Engage Quality 5. Agents – SSetup any Age Evaluation ns. Agents can n also have th heir own licennses instead o of sharing witth other agents on the same p port. This con nfiguration is detailed in thhe WEB CLIENTT ISTRAATION  GU UIDE .   Groups (optio onal) – If grou uping ports, D DNs or agentss is desired for recording 6. Recorder G purposes, create a reco order group. TThis configuraation is detailled in the WEEB CLIENT ISTRRATION  GUIDE.   Recordings – Setup which resources (poorts, agents, eetc.) will be recorded and how 7. Schedule R often (all, random or on n demand). This configura tion is detaileed in the W EBB CLIENT RECO ORDER USEER GUIDE.   nt, Supervisor or Local min 8. Roless – Assign perrmissions to aa general rolee such as Agen in order to o easily manage s. Thiss configuratioon is detailed in the WEB CLIENT ISTRRATION  GUIDE.   ources (Group ps, Dialed Num mbers, Mobillity s) – C Configure anyy Dialed Numbers, 9. Misc. Reso Groups to playback calls and any mo obility s aas needed. Th hese configuraations are detailed in the WEBB CLIENT IINISTRATION  GUIDE. 0. s – Create any rs using  Role permisssions and Missc. Resources to provide acccess 10 to Engage features. This configuratio on is detailed in the WEB C LIENT ISTRATION   GUIDE.

6.5 Microsoft A Active Dire ectory Single Sign‐On Engagge s M Microsoft Active Directory Single Sign‐O On (SSO) integgration. Servicce s aand s are able to u use their own Windows use er ID and pas sword to logiin to any of th he Engage appliccations. If desired, configurre Engage serrvers and clients for SSO:

57


1. thatt the Engage sservers, softw ware and rs are in the ssame Domain n or Forest of domains. 2. Build Wind dows ts. istraators for eachh server with which Engage will communiccate. Make su ure these acco ounts have m modify/read/w write access. A Also make any Standard U ss for each use er that will bee connecting tto Engage with Windows Authenticaation. n the Securityy tab and enab 3. From Startt » TelStrat EEngage » Servver Configuraation, click on ble Windows IIntegrated Seecurity.   ws Authenticattion is desired d on a remotee SQL instancce, choose on ne of the follo owing 4. If Window access metthods: a. From th he SQL Serverr Managemeent Studio, creeate a new lo ogin with the  Name filled in with the domain aand the serve er name (DOM MAIN\Server$ r$) such as tsi\\doc01$. A $ is ed after the se erver name. O On the Serverr Roles page, enable the Syys rolee. require with a subsett of databases listed on the b. For a m more secure o option, create a new  w M Mapping page. Under ss mapped to this , check any datab bases that En ngage must acccess (ActivittyLog, Config,, DVDList, SreecordingCach he and any Mass Storage Databases) and then n select db_owner in the D Database Rolee hip ip table. ws Authenticattion is desired d for s w hen using thee Web client:   5. If Window a. When aadding s during WEB CLIENT CONFIGGURATION of this install,   o Enter the M Microsoft Dom main  Na mes as the En ngage  ID D. The Microssoft Domain  Names and d the Engage ID mustt match.   o Select Wind dows Authen ntication on eeach  ID. b. On each ’s desktop, enable the Automatic ic Logon with h current r name and wo ord Security ssetting in Inte ernet Explorerr. o From the TTools » Internet Options » Security tab, click the Cusstom Level bu utton to apply the e following se ettings. o Under the U Authenttication » Loggon heading, sselect Autom matic Logon w with current useer name and p o Click OK an nd click Yes to o confirm the change in setttings. nitoring will b be used with W Windows Singgle Sign‐On (SSSO) Authenttication, set the 6. If Live Mon group policy for the Network Securitty LAN Managger Authenticcation Level tto: Send LM & & NTLM –use e NTLM v2 seession securitty if negotiateed. If this is n not set an Erro or 401: Authenticaation Error will appear when an active ccall is live mo onitored.

58


a. Run the e Local Group p Policy Editor for the Recoorder (Rungpedit.msc) b. Follow the path to SSecurity Optio ons (Computeer Configurattion  Windo ows Settings Securitty Settings  Local Policiees  Securityy Options) c. Find the policy for th he Network SSecurity LAN M Manager Authhentication Level. Right cllick to show P Properties. d. Set the dropdown to o Send LM & NTLM – use N NTLM v2 sesssion security if negotiated d. 7. Click Applyy or OK to savve changes. If Win ndows Authen ntication SSO O will not workk,  that the IIS Manager site autheentication is configgured as belo ow: 

Under Deffault Websitee » Engage » A Authenticatioon, enable Annonymous Au uthentication and leave the rrest disabled.



Under Deffault Websitee » TelStrat In ntegrated Seccurity » Authentication, enable Window ws Authentica ation and leavve the rest disabled.

If SSO O will be used in the deployyment, Engagge  rrules will conform to Microsoft Window ws Active e Directory (A AD)  rules, which may include the followingg: 

Minimum number of ch haracters



Strong sword rules ssuch as upper case/lower case, special characters an nd numerals



aging/expiry criteria

ould the Micrrosoft Windo WARNING: Sh W ows d be changed after activating Windows In ntegrated Seccurity, the Enggage worrd does not a utomatically change.

7 Resttarting the e Engage Se erver   When n any changess have been m made to the EEngage Serverr Configuratio on, a restart o of the Engagee Server will be requ uired. Additionally, these in nstructions caan be used to o safely restart/shut down n the Engagge Server for maintenance e.   To saffely apply chaanges or shutt down the En ngage Server: 1. If still in th he Communica ations Server r Configuratioon window, click Apply buttton to apply and save all the e configuratio on changes.

59


2. Close the C Communicatiions Server Co onfiguration w window.   Windows desktop of the Engage Serverr, click Start » » Settings » C Control  l » 3. From the W istra ative Tools » Services.   e TelStrat Voicce Recording Server servicee. Right‐click and select Sttop.   4. Locate the own or re‐boo ot the server..   5. It is now saafe to shut do at Voice Reco ording Server service shoulld Start autom matically wheen the server 6. The TelStra boots or sttarts‐up again n. To : a. When tthe server reb boots, the Services window w will appearr. If it doesn’t appear, clickk on Start » istratiive Tools » Seervices. b. Scroll d down to TelStrat Voice Reccording Serverr, if the servicce is not startted select Sta art.

8 Arch hive Installation 8.1 Install Masss Storage D Databases Engagge’s Mass Arcchive Generattion 2 (G2) functionality al lows multiplee archives to be created peer call record der. Recordin ng schedules ccan be set to archive seleccted calls to these destinattions. Each M Mass Archivve G2 destinaation can be ccreated with ttheir own rettention policyy—on a sched dule or by sto orage space e availability. A Any mass arcchives created d using the Seerver Configuration utility are considereed Legaccy Mass Archives and can o only consist o of one databa se per record der. To settup archiving with remote e Mass Storagge devices:   1. to th he Mass Storaage device.   2. Create a W Windows ministrator serrvice t  for thee Engage reco order.   a. From th he Control Pa anel »  s » Maanage  A s, click Add.   b. Enter u name and d  fo or the Engagee system to use.   QL application n and create aa new instancce. Refer to th 3. Install a SQ he MICROSOFT SQL INSTALLATION section off this docume ent for detaileed informatio on.   ocation for the e .WAV files iin the TelStraat Engage » SServer Configu uration » Voiice 4. Assign a lo Recording g Database tab. 5. Install SQLL 2005 Backwards Compatiibility. 6. Configure SQL for T/IP.   e SQL service to apply the T/IP settinng. 7. Restart the 8. Right clickk on the folder for the .WA AV file locatio n’s Propertiees and providee the Engage service acccount with M Modify/Read//Write access..

60


9. to th he Engage reccording server. From the TTelStrat Engag ge » Server C Configuration n » Archive tab, select No A Archive for M Mass Archive G G2 functionallity. ures where o nly one datab base per reco order is desireed, a. To use the Legacy Archiving featu Mass Archivee. Enter the U UNC path for tthe Mass Archhive Storage Location. Entter select M the SQLL Server Auth hentication ass well as the SSQL Server\In nstance Nam me.   10 0. Once Engaage and its we eb client are iinstalled, folloow the proceedures in the W WEB CLIENT CONFIGURA ATION section.

8.2 Install DVD D Archiving Software TelStrrat recommen nds that Masss Storage Devvices be used with Engagee to utilize thee full function nality of the e Mass Archivve Generation n 2 databasess and retentioon settings. If DVD archivin ng is desired, the follow wing drivers are compatible with Engage: 

WriteDVD! Driver for In nternal DVD‐R RAM drives



GEARWorkks Driver for IInternal and EExternal DVD ‐R drives

To fo ormat the DVD D Disc in orde er to archive ccalls:   1. Insert unfo ormatted DVD D into drive. VD to UDF 1.5 50 type.   2. Format DV a. Select tthe DVD drive e (D:\) in the W Windows Expplorer from th he Engage reccorder. Rightt click and select Format.   utton. Select fformat type aas UDF 1.50 then click Starrt.   b. Select tthe Quick Forrmat radio bu mat is complette, open the A Archiving Cennter and right click on the DVD Drive (D D:\\). 3. Once form Select Onliine.   Record Ready,, Recording w within 1‐2 min nutes. 4. The DVD status should change to eitther Empty, R 5. When DVD D formatting iis complete, sstatus will chaange to Playbback Ready.   hen full:   To change out the DVD Disc wh Archiving Cen nter, right clicck on the DVD D Drive (D:\\)) and select Ej Eject Media. C Click 1. From the A OK once th he disk is ejeccted.   e DVD Drive (D D:\) and selecct Offline.   2. Right clickk again on the eplace with new DVD.   3. Remove olld DVD and re e.   4. Format new DVD as desscribed above management is possibly th he most critical istraative task in Engage Record d systems thaat use DVD m DVD aarchiving. Witthin the Engage Record system, System m s with M Media Managger access and System istraators manage e DVDs througgh the Archiviing Center paane and Messsage Center p pane. A file or index musst be maintain ned to organize the DVDs ffor later use.  Maintaining detailed reco ords of DV VD changes is critical to goo od call historyy. DVD managgement is dessigned for maaximum flexib bility.

61


Any combination o of DVD drives can be used to record cal ls or to play b back previoussly recorded ccalls that aare no longer cached on th he hard drive.. Key elements of th he DVD conce ept are: 

Calls that aare to be reco orded are savved on the ha rd disk.



When the call is terminated, it is wriitten to a DVD D.



drive is availaable for recorrding when a call terminates, the Engagge Record system If no DVD d caches the e call (voice file) on a hard disk until a D DVD is availab ble.

Set alarm thresholds to avoid data loss due tto the filling oof Call Cache storage. The eject button on the front of the drive is disabled d when a DVD D is loaded annd is recordin ng “only”. This is to avoid aan inadvertent ejectio on prior to the system creaating and rec ording the caall record on tthe disk.

9 Prep paring  Stations The fo ollowing brow wsers are reco ommended w with this releaase of the Weeb  interface: 

Internet Exxplorer 11 and above



Google Chrome



Mozilla Firrefox

The fo ollowing brow wsers are sup pported with tthis release oof the Web usser interface: 

Internet Exxplorer 10 and 9



Safari (limited to playing back Audio o recordings, nno screen cap pture or live m monitor supp port)

The fo ollowing brow wsers are not recommended with this rrelease of thee Web  in nterface: 

Internet Exxplorer 8 (Relleased March h 9, 2009)

only call reco ordings seamlessly plays baack in the Enggage Media P Player within aany Playback of audio o equires a Miccrosoft‐based d ActiveX playyer for the folllowing: browsser. Engage re 

Live Monittor Audio



Live Monittor Audio & V Video



Playback SScreen Capturre (Audio & V Video)



Movie (Scree en Capture)

The fo ollowing sections describe e how to instaall the Active XX player for Internet Explo orer, Google Chrom me and Mozilla Firefox.

9.1 Internet Exxplorer Manyy of the featurres in the Enggage Web Clie ent require Siilverlight. Thee Engage Web b Client requiires Silverlight 5.1 or hiigher.

62


NOTE:  Window N ws 7 PCs typically include Silverlight buut it may need d to be upgraded to versio on 5.1. 9.1.1 1

Installing Silverligh ht

1. At the initiial  from the client wo orkstation to the Engage sserver, the  may be prompted to d and install Silverlight.   2. Install the Silverlight file provided in n the Pre‐Reqss & Tools fold der. 3. Once this p process has ccompleted, clo ose and restaart Internet Exxplorer. 4. Navigate to Tools » Inteernet Optionss » Security t ab, click on TTrusted sites iicon and then n the Sites butto on. 5. Enter the W Web Client’s URL based on n the followinng format http tps://ServerN Name/Virtuall Directory N Name (such aas https://enggwizard08/teelstrat) and click Add.

9.1.2 2

Enable e Active X Controls

1. From the T Tools » Intern net Options » » Security tabb, click the Cusstom Level button to applly the following ssettings.   a. Under tthe ActiveX co ontrols and p plug‐ins headiing: o Enable Allo ow ActiveX Filtering   o Enable Automatic prompting for ActiiveX controls   o Enable Dow wnload signed d ActiveX conntrols   o Enable Only allow appro oved domainss to use ActivveX without p prompt   o Enable Run n ActiveX conttrols and plugg‐ins   o Enable Script ActiveX co ontrols markeed safe for scrripting   2. Click OK an nd click Yes to o confirm the e change in seettings.   9.1.3 3

Windo ows Authentiication Settin ngs

If the  will be u using Window ws Authenticaation to accesss Engage:

63


1. Enable the e “Automatic Logon with current  nname and sword” Integgrated Securitty setting in IInternet Explo orer as shown n below: 2. From the T Tools » Intern net Options » » Security tabb, click the Cusstom Level button to applly the following ssettings. NOTE: If Custo N om Level cann not be set beccause it is graayed out this indicates the  settings will need to o be changed by the domaain istraator.

a. Under tthe  Auth hentication » Logon headinng: o Select Auto omatic Logon n with currentt  name a and worrd 3. Click OK an nd click Yes to o confirm the e change in seettings.

9.2 Google Chrrome If the  will be u using a Google Chrome bro owser to acceess Engage, aan Active X exxtension called IE will be require ed. This exten nsion allows th he  to broowse primariily in Google C Chrome, but when Tab w the ActiveX player is used it will appear in an n Internet Expplorer pop‐up p window.   Google Chrom me IE Tab exte ension is available from thee Google Chrome Store The G (httpss://chrome.go oogle.com/webstore/) forr no charge. 1. In the Searrch the Store box, search ffor IE tab.   WARNING: Do W o not select th he “IE Tab Mu ulti (Enhance))” plug‐in as tthat is not thee plug‐in documented in n this procedure. 2. Click on th he +FREE buttton to install. Then click Addd.  Google w will show a bo ox in the top rright corner when the install is complete.   3. From the SSettings menu, click on Exxtensions.   4. Locate the e IE Tab Exten nsion and clickk on Options..

64


5. From the IE Tab Option ns screen, sele ect the follow wing General O Options: uto URLs checckbox. a. Check tthe Enable Au b. Check tthe Use a full window whe en displaying pop‐ups checckbox.

6. Add the En ngage Web Cllient URL pluss /Utils/Audioo* to the Autto URL box. For example: http://enggwizard08/engage/Utils/Au udio* a. Locate the URL Dom main and Virtu ual Directory ffor the Engagge Web Clientt. (http:/// / ) o Attempt a llive monitor o of a call or plaayback a screeen captured call. o At the top o of the new window, selectt the URL up tto Utils. o Copy this to o paste into tthe Auto URL box.   b. Append d the Web Cliient URL with h /Utils/Audioo* c. Click Ad dd.   NSTALL Q UICK S TART G UIDE FOR Additional troubleshooting instructions are aavailable in thhe ACTIVE X IN GLE CHROME document.   GOOG

9.3 Mozilla Firefox If the  will be u using a Mozillla Firefox bro owser to acce ss Engage, an n Active X plug‐in called IE Tab will be ozilla Firefox,, but when th e required. Th his plug‐in allows the r to browse p rimarily in Mo he Active eX player is used it will app pear in an Internet Exploreer pop‐up win ndow.   A Mozilla Firefox IEE Tab plug‐in is available frrom the Moziilla Add‐ons p page for no ch harge.   dd‐Ons menu..   1. From a Firefox browserr, click the Ad

65


2. In the Searrch all add‐on ns box, type IEE Tab. nhanced IE Ta ab), then clickk Install.   3. Select the IE Tab V2 (En

nfirmation will appear aboove the Add‐O On when the iinstall is 4. A check mark and a con successfully completed.

Restart Now b button or closse/reopen Firrefox.   5. Click the R options by rigght clicking onn the IE Tab iccon 6. Configure the IE Tab 2 o ns. Tab Option

or go oing to Tools » IE

a. Locate the URL Dom main and Virtu ual Directory ffor the Engagge Web Clientt. (http:/// / ) o Attempt a llive monitor o of a call or plaayback a screeen captured call. o At the top o of the new window, selectt the URL up tto Utils.

66


o Copy this to o paste into tthe Auto URL box.   b. Append d the Web Cliient URL with h /Utils * c. Click Ad dd. Click OK. 7. If the  is logging on with Window ws Authenticaation or evalu uating a call w with Engage Authenticaation, then th he Engage We eb Server will need to be cconfigured for Network Authenticaation.   a. In Mozilla Firefox, tyype about:con nfig instead oof a URL. b. After th he page loadss, select I’ll bee careful, I prromise!.

c. Reduce e the list by se earching for u uris in the Seaarch bar.   d. Double e click on the Value field fo or one of the tthree uris Preeference Nam mes listed.   e. In the cconfiguration window, typ pe in the serveer name of En ngage Web Client. For examplle, http://enggwizard08.

f.

Repeatt for all three uris Preference Names listted.

g. Restartt Firefox. NSTALL Q UICK S TART G UIDE FOR Additional troubleshooting instructions are aavailable in thhe ACTIVE X IN MOZILLLA FIREFOX document.

10 Testing Checkllist 10.1 Enga age is installed properrly. 1. to th he Engage We eb Client to ve erify that thee databases an nd the record ding softwaree are connectingg to the Engage Server.

10.2 Licenses 1. Once logge ed into the En ngage JAVA C Client, go to SServer » Licen nse Managem ment.

67


2. The Engage Serial Number will be att the top and a chart will list all the poteential licensees that are availab ble in the Enggage system.  Double chec k the numberr of licenses ffor each featu ure against the e Engage feattures that were purchasedd.

10.3 Enga age is Reco ording 1. Configure a Recording SSchedule thatt includes thee phone to test the recording on.  TelSttrat installers aalso use a thirrd‐party call ssimulation sofftware appliccation.   2. Make a tesst call to the p phone within n the recordinng schedule. 3. Open the W Web Client an nd the JAVA C Client to see iif the call wass logged successfully.  If on ne or both of the e clients did n not receive th he call succes sfully, contacct the TelStratt  Teaam.

10.4 Ema ail Alerts are being sen nt 1. Navigate to Recorder A  Even nts tab and thhen select thee Test Email icon to  a test email can be sent.

10.5 Enga age Service es are Starte ed and are the correcct version.   1. From the W Windows desktop of the Engage Serverr, click Start » » Settings » C Control  l » istra ative Tools » Services.   2. Scroll dow wn to TelStrat Voice Record ding Server, if the service iss not started select Start. 3. Also y that all othe er services are e Started.   a. .Net TC Port Sharin ng b. SQL Serrver (Instance eName) c. TelStrat Centralized Error Service e d. TelStrat Engage Alarrm Service notation Serviice e. TelStrat Engage Ann f.

TelStrat Engage Con nfiguration Service

g. TelStrat Engage Dashboard Servicce wnload Servicce h. TelStrat Engage Dow i.

TelStrat Engage Masss Archive Serrvice

j.

TelStrat Engage Notification Servvice

k. TelStrat Engage Search Service l.

P Configuratio on Service TelStrat Engage VoIP

m. TelStrat SIP Server e n. TelStrat VoIP Engine

68


4. To check the version off the Downloaad service:   a. Go to the following sub‐directoryy   6)\telstrat\en ngage\SOA Seervices\Down nload   b. c:\proggram files (x86 c. Right‐click propertie es on the Dow wnloadServicee.exe applicattion file.  Be ssure to not acciden ntally check th he propertiess of the DownnloadService.exe.xml configuration file..

5. Trace Logss must be Enaabled

10.6 Troublesho ooting Refer to the WEB CLIENT T ROUBLLESHOOTING GUIDE for add itional inform mation.

11 ministrator Best Practtices A consistent record ding solution is heavily dependent on tthe data used d to build the system. To provid de the highesst level of servvice availabiliity the system m needs the ffollowing info ormation, as accurate as possible, for each lo ocation.   hat need to bbe recorded a nd their asso ociated work 6. A complete list of physiical phones th station a. Any DN N configured for recordingg on the basee phone1

69


b. If the p phone will be e used only fo or EM then onnly the phonee MAC is requ uired in the inform mational recorrds1 c. The de escriptions arre not require ed for recordi ng but they aallow for simp ple searching and an add ded convenience for appliccation s d. Any co omputer scree en that is going to be capttured needs tto be associatted with a record ded phone. Th his Phone and d PC relationsship assures cconsistent Scrreen Captures Example: Descriptio on

Devicce ID

DN To Record

DN N to Record2

PC Name

Sam Smith h

24B6 657458CBF

6056735 555

5106

CONSWS1 1072

Wash Kurttz

NUK9 9194

6056736 253

5107

KCMOLNO OC02

Nurse Station2

24B6 657458C0B





NFSCMDLLINE01

on Mobility is in use enter e each mobilityy  ID that will be recorrded with thee 7. If Extensio following   mobility DN th hat is set to A Automatic Reccording for th he Engage reccorder profilee 1 a. Each m b. The Mobility Names are not required for recoording but they allow for ssimple search hing and an n added convenience for aapplication ussers   Example Mobility

Mobiility Name e

Mobility DN N

Mobility DN2

FWA0246 6

Zoë Burns

11908812344

80171155428

AFW1564 4

Malcolm Cruz

11809945677

80171156325

AFS1523

De ebra James

11990881244

80171152345

8. Any ACD A Agent IDs thatt will be recorrded or evaluuated



70


a. The Aggent Names aare not requirred for recordding but they allow for sim mple searchingg and an add ded convenience for appliccation s b. Agent quality must be assigned by agent if peerforming evaaluations for non‐call relatted activities Example: ACD Agent ID

Aggent Naame

Engage Quality

Zoey Burns

7803 34612

Yes

Malcom Kruz

4564 46968

Yes

Debra James

377 77666

Yes

   The m most difficult ttask for any EEngage Recording isttrator is to keeep the inform mation accurate. A stro ong communication channel with the ITT team is esseential. Makingg sure changees are done in n conjunction with the recording system will aassure a high consistency in your Engagge Call Record ding solution.   dministrator n needs to keep p current on aany data or haardware chan nge that could d affect the An ad system m’s ability to record. A few w examples of these changges are: 

Phone Rep placements re esulting in a d different MACC



Add or Rem move Recorded DN for a m mobility devicce profile 1



Add or Rem move Recorded DN on a b base phone1



PC Replace ements that rresult in a chaange of the PCC Name



Recycling A Agent ID for aa new agent



Add a mob bility device p profile with re ecorded DNs1



Add a workstation to Sccreen Capture e



Add a phone to record



Add an age ent that is reccorded



1

Advaanced Learningg will remove the need for maanual synchronnization per DN N

71


Example: Phone an nd Computer Records Descrription

Device ID

DN To D Record

DN to Record2

PC C Name

Sam Smith

24B657458CB BF

6056 6735555

5106

CONSW WS1072

Wash h Kurtz

NUK9194

6056 6736253

5107

KCMO OLNOC02

Nu urse Stattion2

24B657458C0 0B





NFSCM MDLINE01

Nu urse Stattion5

24BS3DS32C CS





NDSLLESIMS12

Bre eak Room

68SDZS234K KL

5018 5





nd ACD Agent s Example: Extension Mobility an Mobility Use er

Mobility M Name

Mobility DN

M Mobility DN2

ACD Agen nt ID

A Agent N Name

FWA0 0246

Zoë Burns Z

11908812 234

80117155428

Zoë Burn ns

780 034612

AFW1 1564

Malcolm M Cruz

11809945 567

80117156325

Malcolm m Cruz

456 646968

AFS1523

Debra James

11990881 124

Debra James

377 77666









Joe m Ahlstrom

511 164278

AES1294

Chris Maxx

11358954 443

80117156548





AFE3924

Larry Chestnut C

11099254 415

80117158457





80117152345

72


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