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Deploying Harmony WorkforceOptimization with Avaya Aura®Communication Manager and AvayaAura® Contact Center

Release 5.2.2November 2017

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Contents

Chapter 1: Introduction.......................................................................................................... 13Purpose................................................................................................................................ 13Prerequisites......................................................................................................................... 13

Chapter 2: Harmony Workforce Optimization overview...................................................... 14Components......................................................................................................................... 14Adapters............................................................................................................................... 16Topology............................................................................................................................... 17Deployment configurations..................................................................................................... 18Signaling events.................................................................................................................... 19DMCC recording methods...................................................................................................... 20Recording tone...................................................................................................................... 21Multiplicity............................................................................................................................. 21Agent profiles overview.......................................................................................................... 21

Chapter 3: Avaya Aura® Contact Center and Harmony Workforce Optimizationintegration............................................................................................................................... 23

Call recording options............................................................................................................ 24Active call recording........................................................................................................ 24Passive call recording...................................................................................................... 25

Integration overview.............................................................................................................. 25Integration scenarios............................................................................................................. 28License requirements............................................................................................................ 29License types........................................................................................................................ 31Trusted licensing support....................................................................................................... 32

Exporting a third-party CA certificate from the AES server.................................................. 33Configuring trusted licensing secure connection for AES adapter........................................ 33Importing a CA certificate to Avaya adapter keystore.......................................................... 34Configuring trusted licensing parameters for Avaya adapter................................................ 34

Chapter 4: Avaya Aura® Contact Center configuration...................................................... 36Configuration checklist........................................................................................................... 36Application Enablement Services configuration........................................................................ 38

Logging in to the Application Enablement Services server.................................................. 38Verifying TSAPI and DMCC services................................................................................. 39Verifying the status of switch connection........................................................................... 39Adding a CTI user........................................................................................................... 39Edit User field descriptions............................................................................................... 39Verifying the CTI user...................................................................................................... 40Adding devices................................................................................................................ 40Adding a device group..................................................................................................... 41Adding devices and hunt group extensions to a device group.............................................. 41

November 2017 Deploying Harmony Workforce Optimization with Avaya Aura® CommunicationManager and Avaya Aura® Contact Center 5Comments on this document? [email protected]

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Adding a device group to a CTI user................................................................................. 41Performing the TSAPI test................................................................................................ 42TSAPI test field descriptions............................................................................................. 42Configuring the Processor Ethernet or CLAN IP address.................................................... 43Deleting the gatekeeper configuration............................................................................... 43

Avaya Aura® Communication Manager configuration............................................................... 43Installing Avaya Site Administration.................................................................................. 43Logging in to Avaya Site Administration............................................................................. 44Verifying the CTI link and enhanced conferencing configuration.......................................... 45Adding a CTI link............................................................................................................. 45Administering system parameters..................................................................................... 45Enabling disconnect supervision for incoming calls............................................................ 46Configuring UCID for SIP trunks....................................................................................... 46Disabling AAPC or IQ...................................................................................................... 47Enabling passing of UCID for conference or transfer.......................................................... 47Administering a class of restriction.................................................................................... 48Administering agent stations............................................................................................. 48Verifying a codec set........................................................................................................ 48Configuring IP network regions......................................................................................... 49Administering virtual IP soft phones.................................................................................. 49

Device Media and Call Control Services configuration.............................................................. 50Administering stations...................................................................................................... 50Enabling the DMCC unencrypted port............................................................................... 51Performing the DMCC test............................................................................................... 51DMCC test field descriptions............................................................................................ 52

Avaya Aura® Contact Center configuration.............................................................................. 52Importing a CCT user...................................................................................................... 52Assigning agents............................................................................................................. 53

SIP phones and SPAN configuration....................................................................................... 53Configuring a SIP user..................................................................................................... 53Enabling third-party controls on SIP phones...................................................................... 54Configuring SNMP on Avaya OneX soft phones................................................................. 54Enabling the recording of agent-to-agent conversation....................................................... 55

Chapter 5: Deployment process............................................................................................ 56Chapter 6: Planning and preconfiguration........................................................................... 57

Planning checklist.................................................................................................................. 57Configuration information....................................................................................................... 57

Signaling and Automatic Call Distribution information......................................................... 57Harmony Workforce Optimization installation information.................................................... 59

Configuration tools and utilities............................................................................................... 61Hardware requirements......................................................................................................... 62Software requirements........................................................................................................... 68Network requirements............................................................................................................ 71

Contents



Port assignments.................................................................................................................. 71Preinstallation checklist.......................................................................................................... 71

Assigning metrics to the Network Interface Cards.............................................................. 73Registering for PLDS....................................................................................................... 74Downloading software from PLDS.................................................................................... 74Installing the TSAPI client for Windows............................................................................. 75

Product compatibility.............................................................................................................. 76Transport Layer Security 1.2 support....................................................................................... 76

Enabling TLS 1.2............................................................................................................. 76Disabling TLS 1.0............................................................................................................ 78Disabling TLS 1.1............................................................................................................ 79Disabling SSL ................................................................................................................ 81Installing a certificate on the SQL server........................................................................... 82Configuring force encryption on the SQL server................................................................. 82Verifying the encryption of the connection on the SQL server.............................................. 83

Chapter 7: Deployment........................................................................................................... 85Single box installation............................................................................................................ 85

Installing Harmony Workforce Optimization on a single server............................................. 85Multibox installation............................................................................................................... 91

Installing Harmony Workforce Optimization on multiple servers........................................... 93Chapter 8: Configuration........................................................................................................ 99

Configure browser settings for SSL......................................................................................... 99Configuring settings for Internet Explorer........................................................................... 99Configuring settings for Google Chrome.......................................................................... 100Configuring settings for Mozilla Firefox............................................................................ 101

Configure log values............................................................................................................ 102Modifying default values for logs..................................................................................... 102

Configure SysAdmin............................................................................................................ 102Logging on to SysAdmin................................................................................................ 102Importing the license file................................................................................................ 103Configuring hosted or premise deployments ................................................................... 103Adding tenants.............................................................................................................. 104Adding tenant details..................................................................................................... 105Adding contact details.................................................................................................... 106Adding users................................................................................................................. 106Configuring license details............................................................................................. 107Mapping assets............................................................................................................. 108Adding storage drives.................................................................................................... 109Mapping storage drives.................................................................................................. 111Viewing tenant summary................................................................................................ 111Modifying tenant status.................................................................................................. 112

Configure parameters for Avaya Aura® Contact Center deployments....................................... 112Parameter configuration checklist................................................................................... 112

Contents



Configuring component parameters................................................................................ 114Performing bulk actions.................................................................................................. 115

Configure dynamic parameters for Avaya Aura® Contact Center deployments......................... 124Dynamic parameter configuration checklist...................................................................... 124Configuring dynamic parameters for the recorder............................................................. 125Configuration values for dynamic recorder parameter....................................................... 126Configuring dynamic parameters for the adapter.............................................................. 127Restarting the Harmony Workforce Optimization components........................................... 129

Configure the node name for DNS deployments.................................................................... 130Node name configuration checklist ................................................................................. 130Stopping the Harmony Workforce Optimization components............................................. 130Changing the node name............................................................................................... 130Starting the Harmony Workforce Optimization components............................................... 132Configuring component parameters................................................................................ 132Restarting the Harmony Workforce Optimization components........................................... 133

Configuring voice multiplicity................................................................................................ 133Configuring Recorder parameters for voice multiplicity..................................................... 133Configuring Avaya adapter parameters for voice multiplicity.............................................. 134Configuring AES adapter parameters for voice multiplicity................................................ 134Configuring AACCNet adapter parameters for voice multiplicity......................................... 135

Configure trusted authentication........................................................................................... 135Trusted authentication support........................................................................................ 135Creating a Service Principal Name (SPN)........................................................................ 136Updating the Harmony Workforce Optimization component services.................................. 136Enabling Single Sign-On for Internet Explorer.................................................................. 137Enabling Single Sign-On for Google Chrome................................................................... 137Accessing the Harmony Workforce Optimization application............................................. 138Enabling logging for trusted authentication...................................................................... 138

Install and configure the Screen Capture and Desktop Monitor applications............................. 139Overview...................................................................................................................... 139Installing the Screen Capture application......................................................................... 139Installing Screen Capture and Desktop Monitor applications............................................. 140Screen Capture and Desktop Monitor field descriptions.................................................... 142Installing and configuring the Screen Capture application using MSI packager................... 142Verifying the Screen Capture application logs.................................................................. 143Uploading the Screen Capture application logs................................................................ 144Verifying the agent login................................................................................................. 144Uninstalling the Screen Capture and Desktop Monitor applications.................................... 145Configuring Screen Capture parameters ......................................................................... 146Configure the Desktop Monitor application....................................................................... 148

Install the Screen Capture application on a terminal service server.......................................... 151Installing the Screen Capture application using the command line method......................... 151Uninstalling the Screen Capture application using the command line method..................... 152

Contents



Installing the Screen Capture application using the GUI method........................................ 152Uninstalling the Screen Capture application using the GUI method.................................... 153

Limitations.......................................................................................................................... 153Chapter 9: Administration.................................................................................................... 155

Administration checklist....................................................................................................... 155Setting passwords for services.msc components................................................................... 156Starting the Harmony Workforce Optimization web application ............................................... 156Maintenance....................................................................................................................... 157

Backup and restore....................................................................................................... 157Taking a backup of the server data.................................................................................. 157Restoring the data......................................................................................................... 158Taking a backup of the database files.............................................................................. 159Restoring the database files........................................................................................... 160Running the installer in maintenance mode..................................................................... 160Server maintenance activities......................................................................................... 161Database maintenance activities.................................................................................... 162Component maintenance activities.................................................................................. 163Infrastructure maintenance activities............................................................................... 163Server restart maintenance activities............................................................................... 165

Certificate management....................................................................................................... 166Replacing self-signed certificates with CA-signed SSL certificates..................................... 166

Chapter 10: Post installation verification........................................................................... 167System verification checklist................................................................................................. 167Starting the SysAdmin service.............................................................................................. 167Logging on to SysAdmin...................................................................................................... 168Starting the web application service...................................................................................... 168Logging on to Harmony Workforce Optimization .................................................................... 168Verifying Harmony Workforce Optimization service logs.......................................................... 169Component log verification................................................................................................... 170

Log Manager log messages........................................................................................... 170Media Manager log messages........................................................................................ 170Messaging log messages............................................................................................... 170Process Checklist log messages.................................................................................... 171Packet Sniffer log messages.......................................................................................... 171Recorder log messages................................................................................................. 172

Chapter 11: Post configuration verification....................................................................... 174Checklist............................................................................................................................. 174Avaya adapter log verification............................................................................................... 174AES adapter log verification................................................................................................. 175AACCNet adapter log verification.......................................................................................... 177Recorder log verification...................................................................................................... 177

Chapter 12: High Availability and Redundancy implementation...................................... 179Overview............................................................................................................................ 179

Contents



Configuring Database Redundancy....................................................................................... 181Creating the Windows 2012 cluster................................................................................. 181Installing and configuring the SQL Server 2016 basic availability group............................. 185

Configuring the web application Server Redundancy.............................................................. 188Creating the first instance of the web application.............................................................. 188Creating the second instance of the web application on the same server........................... 190Configuring the Apache load balancer............................................................................. 194Starting the Harmony Workforce Optimization components............................................... 195Configuring High Availability........................................................................................... 195

Configuring Recorder Redundancy....................................................................................... 197Overview...................................................................................................................... 197Configuring Recorder parameters for High Availability...................................................... 198Configuring Avaya adapter parameters for High Availability.............................................. 199Configuring Messaging parameters for High Availability.................................................... 200Configuring dynamic parameters for the recorder............................................................. 200

Configuring Screen Capture Redundancy.............................................................................. 203High Availability support for the Screen Capture application.............................................. 203Configuring High Availability for the Screen Capture application........................................ 204Starting the Screen Capture service................................................................................ 204

Geo-redundancy................................................................................................................. 205Geo-redundancy High Availability support....................................................................... 205Geo-redundancy High Availability in Harmony Workforce Optimization.............................. 205Geo-redundancy High Availability failover scenarios......................................................... 206Configuring Recorder parameters for geo-redundancy High Availability............................. 207Configuring AES adapter parameters for geo-redundancy High Availability........................ 208Configuring Avaya adapter parameters for geo-redundancy High Availability...................... 209Configuring dynamic parameters for the adapter.............................................................. 210

Chapter 13: Load balancing implementation..................................................................... 212Overview............................................................................................................................ 212Configuring load balancing parameters for Recorder.............................................................. 213Configuring dynamic parameters for the recorder................................................................... 214Dynamic recorder parameter configuration values for load balancing....................................... 214Configuring load balancing parameters for Avaya adapter...................................................... 217Configuring dynamic parameters for Avaya adapter .............................................................. 218

Chapter 14: Troubleshooting............................................................................................... 220SysAdmin login page displays the Invalid License key message.............................................. 220Emails are not delivered to recipients.................................................................................... 220Interaction playback fails...................................................................................................... 221Failed to join the instance NODE2 to the availability group AG1.............................................. 223Interaction playback issues.................................................................................................. 223Unable to view components in SysAdmin when installing through maintenance mode............... 224Services disappear from Windows console when Harmony Workforce Optimization installer isrun and closed in maintenance mode.................................................................................... 224

Contents



Install or upgrade program fails............................................................................................ 225Chapter 15: Resources......................................................................................................... 226

Documentation.................................................................................................................... 226Viewing Avaya Mentor videos............................................................................................... 227Support.............................................................................................................................. 228

Appendix A: Avaya Proactive Outreach Manager deployment........................................ 229Integration overveiw............................................................................................................ 229Configuration information..................................................................................................... 231

Signaling information .................................................................................................... 231Avaya Proactive Outreach Manager configuration.................................................................. 232

Prerequisites for configuring Avaya Aura® Contact Center on Communication Managerwith Avaya Proactive Outreach Manager......................................................................... 232Enabling recorder integration.......................................................................................... 232Enabling UCID generation.............................................................................................. 232Configuring POM reports............................................................................................... 233

Parameter configuration for Avaya Proactive Outreach Manager deployments......................... 238Parameter configuration checklist .................................................................................. 238Configuring component parameters................................................................................ 240Performing bulk actions................................................................................................. 241

Dynamic parameter configuration for Avaya Proactive Outreach Manager deployments............ 246Dynamic parameter configuration checklist...................................................................... 246Configuring dynamic parameters for the recorder............................................................. 247Configuring dynamic parameters for the adapter.............................................................. 249Restarting the components............................................................................................. 252

Limitations.......................................................................................................................... 253Voice multiplicity configuration.............................................................................................. 254

Configuring Recorder parameters for voice multiplicity..................................................... 254Configuring Avaya adapter parameters for voice multiplicity.............................................. 255Configuring AES adapter parameters for voice multiplicity................................................ 255Configuring AACCNet adapter parameters for voice multiplicity......................................... 256Configuring POM adapter parameters for voice multiplicity............................................... 256

Post configuration verification............................................................................................... 257Checklist....................................................................................................................... 257Avaya adapter log verification......................................................................................... 257AES adapter log verification........................................................................................... 258POM adapter log verification.......................................................................................... 260AACCNet adapter log verification.................................................................................... 260Recorder log verification................................................................................................ 261

High Availability and Redundancy implementation.................................................................. 262Overview...................................................................................................................... 262Configuring Recorder parameters for High Availability...................................................... 263Configuring Avaya adapter parameters for High Availability.............................................. 264Configuring Messaging parameters for High Availability.................................................... 265

Contents



Configuring dynamic parameters for the recorder............................................................. 265Load balancing implementation............................................................................................ 268

Overview...................................................................................................................... 268Configuring load balancing parameters for Recorder........................................................ 270Configuring dynamic parameters for the recorder............................................................. 270Dynamic recorder parameter configuration values for load balancing................................. 271Configuring load balancing parameters for Avaya adapter................................................ 274Configuring load balancing parameters for POM adapter.................................................. 275Configuring dynamic parameters for Avaya adapter ........................................................ 276

Appendix B: Pparameter descriptions................................................................................ 277Component parameter descriptions...................................................................................... 277

Log Manager parameters............................................................................................... 277Process checklist parameters......................................................................................... 278Packet Sniffer parameters.............................................................................................. 279System Administration parameters.................................................................................. 281Analytics parameters..................................................................................................... 282Webapp parameters...................................................................................................... 283

Adapter parameter descriptions............................................................................................ 284Avaya adapter parameters............................................................................................. 284AES adapter parameters................................................................................................ 287AACCNet adapter parameters........................................................................................ 290POM adapter parameters............................................................................................... 295Media manager parameters........................................................................................... 298Messaging parameters.................................................................................................. 300Recorder parameters..................................................................................................... 302

Appendix C: IPaddress update process............................................................................. 309Overview............................................................................................................................ 309Updating database server IP address................................................................................... 309Running scripts on the hosted database................................................................................ 310Running scripts on the tenant database................................................................................. 311Updating web server IP address........................................................................................... 312Updating Apache server IP address...................................................................................... 312Generating certificates......................................................................................................... 316Updating IP address for components.................................................................................... 316

Parameter configuration for IP address update................................................................ 317Updating dynamic parameters for components...................................................................... 318

Dynamic parameter configuration for IP address update................................................... 319Updating IP address of the Screen Capture application.......................................................... 319Changing the host data IP address....................................................................................... 320Updating IP address for Harmony Workforce Optimization ..................................................... 321

Contents



Chapter 1: Introduction

PurposeThis document contains the checklist and procedures for the installation, configuration, initialadministration, and basic maintenance of . Harmony Workforce Optimization on Avaya Aura®

Contact Center on Avaya Aura® Communication Manager.

PrerequisitesBefore deploying Harmony Workforce Optimization, ensure that you have the followingknowledge, skills, and tools:

Knowledge• Spanning or Port Mirroring• Avaya Telephony Platforms such as Application Enablement Services and Communication

Manager• Automatic Call Distribution such as Avaya Aura® Contact Center• Dialers such as Avaya Proactive Contact with CTI and Avaya Proactive Outreach Manager.

Skills• How to execute SQL scripts and queries.• How to validate logs.• How to run switch commands for spanning or port mirroring.

Tools• Wireshark• Notepad ++• TSAPI client• MIB Browser



Chapter 2: Harmony WorkforceOptimization overview

Harmony Workforce Optimization is a web-based suite of tightly integrated tools, designed toenhance and improve all aspects of your contact center operations and performance. The solution iseasy to implement, maintain, and manage in a variety of contact center deployment models fromcentralized contact centers to distributed branches and work-at-home agents. Harmony WorkforceOptimization offers contact centers the ultimate workforce optimization functionality and flexibility.

It is a comprehensive solution that provides contact center staff and businesses with scalableapplications that synchronize and unify the entire workforce, regardless of VoIP architecture.

Harmony Workforce Optimization has sophisticated yet easy-to-use monitoring, recording, qualityassurance, reporting, and analytic features. It provides contact center management and agents alikewith all the tools necessary to effectively manage the entire agent life cycle process.

ComponentsName DescriptionLog Manager Collects and zips log data into a single zip file to debug issues and

fetches packet dumps from the Packet Sniffer component. You canconfigure the period for which you want to maintain the zipped files.

Media Manager Manages media files for conversion, encryption, storage, videogeneration, download, and compression. Media manager comprisesof the following components:

• Converter: Retrieves audio recordings that are in G.711, G722,and G.729 codec from storage and converts them to browsermedia player-friendly formats such as WAV/MP4/M4a. Theconversion is done based on the call codec or mixed codec callrecorded.

• Encryption Decryption (ED) Service: Encrypts and decryptsrecorded calls. Recorder sends a message to ED Service toencrypt and move the call to local storage. From the 256–bit keys,ED Service randomly selects one key and encrypts the call. Thepass phrases used for generating the keys are stored in an

Table continues…



Name Descriptionencrypted format in the database. ED Service zips the fwd, bwd,and inf files into one compressed file and screens into anothercompressed file. Then ED Service encrypts these compressedfiles.

• Storage Manager: Archives, copies, moves, compress, anddeletes calls and screens across physical locations. You candefine storage rules as per your requirements. For example, youcan specify retention periods, storage locations, clients, sites,groups, employees, ANI number, DNIS number, call duration, andcall hold duration.

• Video Generator: Processes requests to download calls withscreens in MP4 and M4a (only audio without screens) format. Thecomponent checks for requests in the database, processes thesame by mixing both audio and video files, and then saves themfor download in MP4 format.

• G729 Compressor: Retrieves G.711 and G.722 calls from storageand compresses them to G.729 format to reduce storage size.

• External Call Playback: Converts the external calls in the followingformats to PCM Wav file for call playback in Harmony WorkforceOptimization

- Wav-G711 u law stereo and mono

- Wav-G711 a law stereo and mono

- Wav-G726 mono and stereo

- Wav-G729 mono and stereo

- Mp4 h264 mono and stereo

- M4a AAC mono and stereoMessaging Acts like a proxy between the Recorder and Screen component.

The Recorder directly interacts with the Messaging componentwhich in turn checks for bandwidth availability and accordinglyprocesses screen requests.

Integrates with Customer Relationship Management (CRM)applications to receive different types of HTTP events. Thecomponent captures additional customer information such as CreditCard details and passes the information to the Recorder forprocessing.

Enables provisioning synchronization of agents and supervisors inHarmony Workforce Optimization.

Process Checklist Monitors all components and checks if the processes are running.Process Checklist sends appropriate alerts and restarts the servicesthat are not running.

Table continues…

Components



Name DescriptionPacket Sniffer Sniffs Network Interface Card (NIC) data and saves them as files for

debugging. Packet sniffer writes all the received packets into localfiles along with a timestamp. You can limit the storage consumed byspecifying the file size and the number of files before wrapping. Youcan also upload the sniffed packets to a central location.

Recorder Records interactions based on events received from RTP and CTIinformation and chat, email, and SMS based on events receivedfrom CTI information. The recorder uses adapters to receivesignaling and media from phones. The recorder receives AutomaticCall Distribution (ACD) information from other Harmony WorkforceOptimization components.

Web Application Provides an interface that allows users to monitor live interactions,playback recorded interactions, perform quality evaluations on agentinteractions, and supports quiz, coaching, and report functionalities.

SysAdmin Provides an interface to manage tenants, configure parametervalues for components and adapters, and monitor alerts.

Screen Capture Runs on Agent desktop and captures screens during an interaction.Screens are uploaded to the server and tagged to an interaction.

Adapters Connects to Avaya Automatic Call Distributors and Avaya PBXs toprovide voice streams, call signaling, dialer, agent information, chat,email, and SMS. Different adapters are used in the respectiveHarmony Workforce Optimization deployment configurations.

The Harmony Workforce Optimization Recorder receives data fromthe adapters and annotates the interaction entries in the databasealong with the metadata.

AdaptersAdapters connect to Automatic Call Distributors and PBXs to provide voice streams, call signaling,dialer, agent information, chat, email, and SMS.

DescriptionAvaya adapter Used to connect to Communication Manager through AES server using

the Device Media and Call Control (DMCC) interface to receive voicestreams and send voice streams to the Recorder.

AES adapter Used to

• Connect to Communication Manager through AES server usingTSAPI events to receive and send call signaling to the Recorder.

• Monitor skill or hunt groups in Avaya Aura® Contact Centerenvironment. When an agent logs in or logs out from a skill or huntgroup, AES adapter sends agent-extension association information to

Table continues…

Harmony Workforce Optimization overview



Descriptionthe Recorder. AES adapter starts monitoring call events for theextensions configured.

AACCNet adapter Used to connect to Avaya Aura® Contact Center and Avaya ContactCenter Select to receive and send agent information and business datato the Recorder.

POM adapter Used to send signaling or call events for outbound calls invoked byAvaya Proactive Outreach Manager to the Recorder.

Integrates with Avaya Proactive Outreach Manager through eventservices APIs to send dialer information, call signalling, and agentinformation to the Recorder.

TopologyThe following diagram shows the high-level topology for deploying Harmony WorkforceOptimization:

PSTN

Agents Supervisors QA Analysts Administrators

Database File Storage

Configuration Services

Supervisors

Integration Services Core Services(Recorder, Web, Adapters)

Utility Services

Secure Layer (TLS over HTTP)

Web Layer (HTML5/JS)

Application Layer

Security Service (PCI Compliant, Password Policy)

Topology



Deployment configurationsHarmony Workforce Optimization supports the following deployment models:

• Single site, single server

• Single site, multiple servers

• Multiple sites, multiple servers

Harmony Workforce Optimization scales from single site environments to distributed multisiteenterprises. Harmony Workforce Optimization also supports multiple accounts across multiple siteconfiguration models where recorded interactions are stored at individual sites or a centralrepository.

Single Site, Single ServerIn a single site deployment model, all users are located within the same physical location. A typicalsingle site, single server deployment implements all the necessary components such as storage,database, application, and recording servers using one server. This deployment is cost-effectivefor organizations with limited hardware budgets.The single site, single server deployment contains a single server where all necessarycomponents are installed. Components for recording, monitoring, web application, database,storage, and reporting are all plugged into the network’s data switch. Voice traffic is captured in theserver through port spanning and switch configuration. You can capture interactions betweenagents and customers. If needed, you can also monitor agent-to-agent conversations by spanningeach individual agent phone to Harmony Workforce Optimization.

Single Site, Multiple ServersA single site, multiserver deployment can accommodate as many users as required by distributingthe server components across multiple physical servers. Typically, separate physical servers existfor the application, database, and recording components.In a single site, multiple servers deployment model, the Harmony Workforce Optimization server islinked to the data switch of the network through the Voice NIC configured on the server. Theswitch is configured to copy all voice traffic to the Harmony Workforce Optimization server throughthe use of port spanning.

Multiple Sites, Multiple ServersIn a multiple sites, multiple servers deployment model:

• Agents are spread across multiple geographical locations.• Multiple instances of recording, monitoring, and storage services are installed to scale to

handle larger number of agents.• Only one instance of the web application and database is installed.• All the services are split and deployed across multiple physical server spread across multiple

geographical locations.The number of agents that a multisite environment can handle depends on the underlying networkinfrastructure such as routers used and available bandwidth.




Signaling eventsHarmony Workforce Optimization supports different Avaya environments for recordinginteractions. However, the primary requirement for any environment is to capture signaling events.You can successfully trace every interaction if you capture the following signaling events:

• Call signaling events for voice and nonvoice transactions

• Media stream events

• Automatic Call Distribution (ACD) signaling and external call variables to tag interaction toagents as per business rules

Call signaling for voiceCall signaling triggers the following events:

• Offhook event gets triggered when the phone goes off hook and a dial tone is heard.• Connected event gets triggered when the call is answered.• Hold event gets triggered when the agent puts the call on hold.• Resume event gets triggered when the agent resumes the on-hold call.• Onhook event gets triggered when the receiver is put down or when the call ends.• Transfer Info event gets triggered when the agent does a blind or consultation transfer to a

supervisor or another agent. The recorder receives the event from the adapter.• Conference Info event gets triggered when the agent starts a conference between a

customer and a supervisor or another agent. The recorder receives the event from theadapter.

• RTP Started Info event provides information about the IP address and ports of the local andremote phones to the recorder.

• Phone extension information is sent to the recorder by adapter to provide IP phone extensionmapping.

• Call information is sent to the recorder by adapter to provide called party, calling party, andcall direction.

• Voice stream information is sent to the recorder by adapter to provide media end pointinformation.

• SNMP events for getting IP address in SPAN based recording.

Call signaling for nonvoice transactionsCall signaling triggers the following events:

• Offhook, and Connected events gets triggered when the agent answers a chat or emailtransaction.

• Hold event gets triggered when the agent puts the transaction on hold.• Resume event gets triggered when the agent resumes the on-hold transaction.• Onhook event gets triggered when the agent closes the chat or email transaction.

Signaling events



• Transfer Info event gets triggered when the agent does a blind or consultation transfer to asupervisor or another agent. The recorder receives the event from the adapter.

• Conference Info event gets triggered when the agent starts a conference between acustomer and a supervisor or another agent. The recorder receives the event from theadapter.

• Call information is sent to the recorder by adapter to provide called party, calling party, andcall direction.

ACD signaling and external call variablesThe Harmony Workforce Optimization recorder needs the agent information and external callvariables to tag an interaction with the agent who is handling the interaction. The recorder tagseach interaction with the business data that the agent enters in the desktop tools for eachinteraction. Agent login, agent logout, ACD information or extended call info, and wrapup data arethe events that the recorder tags.

Passive recordingPassive recording is a recording method used for IP recording deployments to capture voicetransmission or RTP through a network spanning configuration also known as port mirroring. Thecall events and RTP stream are mirrored directly to the recording server. However, the networkswitch must support port mirroring capabilities. There are no additional PBX licenses required. IPrecording or passive recording cannot be used for analog or digital extension.Harmony Workforce Optimization recorder uses SPAN to get voice and adapter to get callsignaling and agent information.

Active recordingActive recording, also known as Conference Mode Recording, conferences the agent call to therecording server. The recording system captures voice transmission by integrating with specificPBX models. You might need to get additional PBX licenses. Active recording does not requireport mirroring and supports end points such as analog or digital.Harmony Workforce Optimization uses PBX to get voice streams and passes the voice streams tothe recorder for recording an interaction. Harmony Workforce Optimization uses adapter to getagent information and call signaling.Harmony Workforce Optimization allows call recording for Digital or Analog stations.

DMCC recording methodsSingle-step conferenceHarmony Workforce Optimization uses the AES Device Media Call Control (DMCC) service toregister a pool of standalone recording devices. The application uses the AES TSAPI service tomonitor the target extension for Established Call events. Whenever the extension joins a call, anEstablished Call event occurs that triggers the application to use the Single Step Conferencingmethod to add a recording device to the call. The application receives the call RTP media streamthrough the recording device and records the call.




Multiple registrationHarmony Workforce Optimization uses the AES Device Media Call Control (DMCC) service toregister itself as a recording device at the target extension. When the target extension joins a call,the application automatically receives the call RTP media stream through the recording device andrecords the call. Information about the call is derived from the Established event that is generatedwhen the target extension joins the call.

Recording toneRecording tone is a feature that inserts a tone in the audio stream to indicate that a call is beingrecorded. Harmony Workforce Optimization supports the recording tone feature for Avaya Aura®

Contact Center on Communication Manager active recording deployments.

MultiplicityMultiplicity is defined as the ability of an agent to handle multiple concurrent contacts, improvingthe customer experience and enhancing agent productivity and efficiency. Harmony WorkforceOptimization supports multi-channel communication such as voice, chat, email, and SMS. Withmultiplicity, a single agent may have multiple data records describing the current agent status. Forexample, each contact being worked concurrently by the agent will have a record.

Harmony Workforce Optimization supports multiplicity for voice and nonvoice transactions forAvaya Aura® Contact Center on Communication Manager and Avaya Proactive Outreach Managerdeployments.

Note:

You can configure multiplicity in the Recording Settings page of the Administrator module ofthe Harmony Workforce Optimization application. For more information on how to configurerecording settings, see Administering Harmony Workforce Optimization Select.

Agent profiles overviewBased on the signaling event, the recorder tags an interaction with the agent ID or extension. Skillcalls are assigned to an agent ID, whereas extension or directory number (DN) calls are assignedto an extension. When an agent takes a call by logging into the phone, the call gets assigned tothe agent ID. If an agent takes calls on an extension or DN without logging into the phone, the callgets assigned to the extension.

If an agent profile is configured for 100% recording and if the extension or DN is configured for ondemand segment recording, then the agent profile takes priority. However, if the agent has not

Recording tone



logged in to the phone or if the agent profile is configured for fixed seating, then the extension orDN takes priority.

You can configure agent profiles for fixed seating and free seating in Harmony WorkforceOptimization.

Fixed SeatingIn a fixed seating environment, an agent is allocated an extension. The agent can log in to onlythat extension with the individual agent ID. To implement fixed seating in Harmony WorkforceOptimization, configure the Extension in the Recording Settings for an employee profile.

Free SeatingIn a free seating environment, an agent can log in to any extension by using the individual agentID. To implement free seating in Harmony Workforce Optimization, you must have two employeeprofiles and the Recording Settings must specify the following:

• The Agent ID in one employee profile• The Extension in the other employee profile




Chapter 3: Avaya Aura® Contact Center andHarmony WorkforceOptimization integration

For the Harmony Workforce Optimization application to record incoming and outgoing calls, youmust configure Avaya Application Enablement Services (AES) and Avaya Aura® CommunicationManager using the following services:

• Telephony Services Application Programming Interface (TSAPI)

• Device and Media and Call Control Interface (DMCC)

The Harmony Workforce Optimization application monitors devices that are configured under theCTI user and receives call related events on all the devices from AES. The Harmony WorkforceOptimization VoIP Logger creates recording channels that emulate IP soft phones to receive audiostreams. The Harmony Workforce Optimization manages an SQL database with extensive calldetails. Using the Harmony Workforce Optimization web application, you can play back recordedcalls and track call details information for the configured stations. Before installing HarmonyWorkforce Optimization, ensure that the AES and Communication Manager are available to recordcalls.

Harmony Workforce Optimization supports integration with the following Avaya products:

Avaya Aura® Contact CenterHarmony Workforce Optimization integrates with Avaya Aura® Contact Center to offer acomprehensive suite of scalable solutions for dynamic contact center environments. AACCintegrates with to offer voice, email and web chat only.

Avaya Aura® Communication ManagerCommunication Manager is the open, highly-reliable and extensible IP Telephony foundation onwhich Avaya delivers Unified Communications solutions to large and small enterprises. The productdelivers rich voice and video capabilities and provides for a resilient, distributed network of gatewaysand analog, digital and IP-based communication devices. Communication Manager includesadvanced mobility features, built-in conference calling and contact center applications, and E911capabilities.

Avaya Proactive Outreach ManagerThe Harmony Workforce Optimization integration with Avaya Proactive Outreach Manager (POM)provides a solution for unified, outbound capability to communicate through channels of interactionlike traditional voice and video. POM is an application for interactive outbound Voice, SMS and E-



mail notifications. With POM, you can easily design and deploy campaigns that deliver the rightinformation and service over the right media from the right resource at the right time.

Note:The Harmony Workforce Optimization integration with POM does not support secure channel.

Call recording options

Active call recordingIn the integration of Avaya Aura® Contact Center and Communication Manager, active callrecording is designed for VoIP and TDM mixed environments. In active recording, the voice trafficis generated through DMCC Multiple Registration or Single Step Conference method. ApplicationEnablement Services (AES) provides signaling or call information when you integrate AES adapterwith AES through TSAPI API. With DMCC integration, DMCC service provides a single voicestream for both customer and agent voice conversations. The Harmony Workforce Optimizationrecording system accordingly records a call as a single voice conversation without speakerseparation.

Note:• DMCC Multiple Registration method supports H323 IP endpoints and DCP endpoints.

• DMCC Single Step Conference method supports all end points. For example, SIP, H323,and DCP.

You can deploy active call recording in a centralized manner.

In the integration of Avaya Aura® Contact Center and Communication Manager, the following isthe sequence of events for the active call recording:

1. The Avaya adapter sends the media stream from Avaya DMCC service to the recorder.

2. The AES adapter sends call signaling events and other call related business data fromAvaya TSAPI service to the recorder.

3. The AES adapter recorder communicates with the database to check for recordingbusiness rules and agent details.

4. After recording the call, the recorder stores the call details in the database and the audiofiles on the storage server.

5. The application server receives HTTP/Web requests and the application server, internallyretrieves the calls, and plays back the call.

Avaya Aura® Contact Center and Harmony Workforce Optimization integration



Passive call recordingIn the integration of Avaya Aura® Contact Center and Communication Manager, passive callrecording is designed for VoIP environments. In passive recording, the voice traffic is generatedthrough SPAN. Application Enablement Services (AES) provides signaling or call informationwhen you integrate AES adapter with AES through TSAPI API. The customer and agent voicestreams are separately made available to Harmony Workforce Optimization to achieve speakerseparation with spanning. Depending on the call flow, you can deploy passive call recording in acentralized or decentralized manner.

In the integration of Avaya Aura® Contact Center and Communication Manager, the following isthe sequence of events for the passive call recording:

1. The AES adapter starts monitoring extensions and relevant hunt groups and sends agentlogin events to the recorder.

2. The recorder captures the RTP and RTCP traffic through SPAN.

3. The AES adapter sends call events to all recorders.

4. The recorder starts recording when it receives the Call Start event from the AES adapter.

5. The recorder stops recording when it receives the Call End event. The recorder stores therecording in the Harmony Workforce Optimization database.

Integration overviewHarmony Workforce Optimization integration with Avaya Aura® Contact Center on Avaya Aura®

Communication Manager supports the following deployments:

• Avaya Aura® Contact Center on Avaya Aura® Communication Manager active recording

• Avaya Aura® Contact Center on Avaya Aura® Communication Manager passive recording

Integration overview



Agent and extension-based active recording

In active recording, the Harmony Workforce Optimization Recorder uses Avaya adapter to getvoice streams, AES adapter to get call signaling, and AACCNet adapter to get agent login andlogout information and business data. Additionally, AACCNet adapter is also used to getsignalling, agent login and logout information, and business data for nonvoice transactions. Thecall comes from the PSTN and lands on Avaya Aura® Communication Manager. The call is thenrouted to the available agent phone. Avaya Aura® Application Enablement Services receives thecall signaling information from Communication Manager and then sends it to the AES adapter.AES adapter then processes it and sends it to the Harmony Workforce Optimization Recorder.




For active recording, you must:• Connect the recorder to an AES adapter, an Avaya adapter, and an AACCNet adapter.• Configure parameters to enable TSAPI signalling in AES adapter .• Configure parameters to enable device media and call control (DMCC) for single step

conference or multiple registrations in Avaya adapter.• Configure parameters to enable CCT signalling for agent information and business data in

AACCNet adapter for both voice and nonvoice transactions.

Agent and extension-based SPAN or passive recording

Integration overview



The Harmony Workforce Optimization Recorder uses SPAN to get voice RTP/RTCP and AESadapter to get call signaling. Additionally, you can configure the AACCNet adapter to get agentlogin and logout information and business data. AACCNet adapter is also used to get signalling,agent login and logout information, and business data for nonvocie transactions. The call comesfrom the PSTN and lands on Avaya Aura® Communication Manager. The call is then routed to theavailable agent phone. Avaya Aura® Application Enablement Services receives the call signalinginformation from Communication Manager and then sends it to the AES adapter. AES adapterthen processes it and sends it to the Harmony Workforce Optimization Recorder. The calltraverses through a layer 2 switch to the IP phones. On the Layer 2 switch, a port is configured asSPAN, which mirrors the voice RTP and sends it to the Harmony Workforce OptimizationRecorder.For passive recording, you must:

• Connect the recorder to an AES adapter and an AACCNet adapter for passive recording.• Configure parameters to enable TSAPI signalling in AES adapter .• Configure parameters to enable CCT signalling for agent information and business data in

AACCNet adapter for both voice and nonvoice transactions..

Integration scenariosDeployments Automati

c CallDistributor

Recording type

Voicestreamevents

Signaling Agentlogininformation

Businesscallvariables

Dialerinformation

Avaya Aura®

Contact CenteronCommunicationManager

AACC Active Avayaadapter

AESadapter

AACCNetadapter

AACCNetadapter

Passive SPAN AESadapter

AACCNetadapterfornonvoicetransactions.

AACCNetadapter

AACCNetadapter fornonvoicetransactions.

AACCNetadapter


Avaya Aura®

Contact CenteronCommunicationManager andAvaya ProactiveOutreachManager

AACC Active Avayaadapter

AESadapter

POMadapterfor dialercalls.

AACCNetadapter

AACCNetadapter

POMadapter fordialer calls.

AACCNetadapter fornonvoice

AACCNetadapter


AACCNetadapter

POMadapter

Table continues…




Deployments Automatic CallDistributor

Recording type

Voicestreamevents

Signaling Agentlogininformation

Businesscallvariables

Dialerinformation

fornonvoicetransactions.

transactions.

fornonvoicetransactions.

Passive SPAN AESadapter



AACCNetadapter forinboundcalls andnonvoicetransactions.

POMadapter fordialer calls.

AACCNetadapterforinboundcalls andnonvoicetransactions.


POMadapter

License requirementsThe table below lists the licenses required for Application Enablement Services versions below 7.1. If youare using Application Enablement Services 7.1 onwards with trusted licensing, you do not require anyseparate licenses for DMCC and TSAPI.

Recording option Prerequisites LicensesAvaya Recording with Passive(SPAN) Approach

• IP stations or phones only

• Speaker separated audiorecording

• AES and Avaya Aura®

Communication Manager server

• An AES Basic TSAPI license foreach phone and hunt group thatmust be monitored andrecorded.

• CCT Contact Centre voiceterminal license on AACC foreach configured agent withlicense type as VALUE_CC.

Harmony Workforce OptimizationRecorder redundancy supports yjrActive-Active mode where bothrecorders have the same SPANfeed and record callssimultaneously providing mid call-level failure. No additional

Table continues…

License requirements



Recording option Prerequisites Licenseslicenses are required for thisredundant setup.

Avaya Recording with Active(DMCC) Approach using Multiple-Registrations method

• IP H.323, DCP stations, andSIP phones

• No speaker separated audiorecording




• IP Station license onCommunication Manager foreach phone with license type asVALUE_IP_STA.

• A DMCC Basic license for everyphone or station that must berecorded.

• CCT Contact Centre voiceterminal license on AACC foreach configured agent withlicense type as VALUE_CC.

• An additional Media Processor(Medpro) channel for everyconcurrent call or phone thatmust be recorded.

Harmony Workforce OptimizationRecorder redundancy supportsboth the Active-Active and theActive-Passive modes. Noadditional licenses or medprochannels are required for Active-Passive setup. For Active-Activemode, double the licenses andmedpro capacity is required.

Avaya Recording with Active(DMCC) Approach using SingleStep Conference method

• Any station/phone IP H.323, IPSIP, and DCP

• No speaker separated audiorecording




• A DMCC full license for everyconcurrent call, agent, andstation that must be recorded.

• An additional AES Basic TSAPIlicense for each DMCCSoftphone Station required forSingle Step Conferencing.

• An additional Media Processor(Medpro) channel for everyconcurrent call or phone thatmust be recorded.

Table continues…




Recording option Prerequisites Licenses• CCT Contact Centre voice

terminal license on AACC foreach configured agent withlicense type as VALUE_CC.

The Harmony WorkforceOptimization recorder redundancysupports both the Active-Activeand the Active-Passive modes.No additional licenses or medprochannels are required for Active-Passive setup. For Active-Activemode, double the licenses andmedpro capacity is required.

License typesLicense type DescriptionVALUE_STA A station license that a recording solution consumes

for single step conference or service observingmethods per recorder. The multiple registrationmethod does not require a station license.

VALUE_IP_STA An IP station license that a recording solutionconsumes for single step conference, serviceobserving, and multiple registration methods.

VALUE_DMCC_DMC A DMCC basic license from the AES WebLM serverused by those who have a large pool of existingunused VALUE_IP_STA and VALUE_STA licensesfrom which they can draw.

In all the forms of call recording, a DMCC device isused as a recording device. DMCC devices used torecord media must be registered. The act ofregistering a DMCC device consumes a DMCClicense.

VALUE_DMCC_DMC + VALUE_IP_STA +VALUE_STA

A DMCC full license.

VALUE_TSAPI_USERS A TSAPI basic user license.

Typically, the application monitors a target devicefor calls using DMCC, TSAPI or JTAPI. In all ofthese cases, a TSAPI device monitor consumes aTSAPI basic user license. Monitoring the target

Table continues…

License types



License type Descriptionapplication provides information such as ANI andDNIS.

For single step conference, an extra TSAPI licenseis consumed unlike for service observing andmultiple registration methods.

VALUE_AEC_CONNECTIONS The Application Enablement Services serverrequires an Application Enablement Protocol (AEP)license for each IP connection to CommunicationManager. Avaya recommends a minimum of twoAEP connections between each AE Services serverand a specific Communication Manager.

The purchase of one AE Services license gives youtwo AEP licenses. Based on how much recordingyou want to do at a specific customer site, you needto calculate how many additional Station, IP Station,DMCC and TSAPI Basic User licenses will beneeded to support that location.

VALUE_CCTR_CTIDT_CC_1 A CCT Contact Centre voice terminal license forAvaya Aura® Contact Center and Avaya ContactCenter Select.

The default license count for Avaya Aura® ContactCenter and Avaya Contact Center Select is 1200.

The default license count for CommunicationManager and CS 1000 is equal to the maximumnumber of agents configured.

LM_MLSM_DN_REG A multi-DN call recording license for non-AST forAvaya Aura® Contact Center on CS 1000.

Trusted licensing supportApplication specific licensing, also known as Named Licensing, allows approved Avaya and third-party applications to acquire special licensing privileges that are not available to standardapplications. These privileges allow Avaya to significantly reduce or eliminate ApplicationEnablement Services (AES) licensing fees typically associated with TSAPI and DMCCapplications. Applications that are able to use ASL to negotiate these special license privilegeswith AES are known as trusted applications.

With trusted licensing for Harmony Workforce Optimization , TSAPI and DMCC features need notbe licensed in the AES license. The Product Notes in AES license contains the product nameAAWFO_SELECT_001 indicating that AES supports trusted licensing for Harmony WorkforceOptimization.




Note:

Secure communication is a must for application specific licensing to work.

To obtain trusted licensing support for Harmony Workforce Optimization, perform the followingtasks:

• Export third-party CA certificate from AES server.

• Configure trusted licensing secure connection for AES adapter.

• Configure parameters for trusted licensing in AES adapter.

• Import the CA certificate to Avaya adapter keystore.

• Configure parameters for trusted licensing in Avaya adapter.

Exporting a third-party CA certificate from the AES serverProcedure

1. Log in to AES server.

2. Click Security > Certificate Management > Server Certificates

The default identity certificate for the alias aeservices is displayed.

Note:

The Issued by column displays the CA name that has issued the certificate to AES.

3. Click Security > Certificate Management > CA Trusted Certificates.

4. Select the CA Trusted Certificate and click Export.5. On the Trusted Certificate Export page, copy the certificate details from BEGIN

CERTIFICATE to END CERTIFICATE.

6. Save the certificate as .cer file.

Configuring trusted licensing secure connection for AES adapterProcedure

1. On the server that hosts the Harmony Workforce Optimization application, go to C:\Program Files (x86)\Avaya\AE Services\TSAPI Client\TSLIB.INI .

2. Right-click the TSLIB.INI file, select Open with and click Notepad.

3. Update the Trusted CA File parameter with the path where the exported .cer file fromAES is saved.

4. Click Save to close the file.

Trusted licensing support



Importing a CA certificate to Avaya adapter keystoreProcedure

1. Go to the location where the .cer certificate exported from AES server is saved.

2. Copy the .cer certificate to C:\Program Files\%JAVA_HOME%\bin3. Go to <Working_Directory>\Harmonu\Avaya Adapter\conf folder.

4. Copy the avaya.jks file to C:\Program Files\%JAVA_HOME%\bin5. Open command prompt as an administrator.

6. In command prompt, go to C:\Program Files\%JAVA_HOME%\bin7. Execute the following command:

• keytool -importcert -keystore avaya.jks -storepass password -alias <certificate alias> -file <certificate name>.cer

8. Enter the password for the keystore. The default password for the keystore is password.

9. Go to C:\Program Files\\%JAVA_HOME%\bin10. Copy the avaya.jks file to <Working_Directory>\Harmony\Avaya Adapter

\conf11. Go to <Working_Directory>\Harmony\Avaya Adapter\conf folder.

12. Copy the awfo.p12 file to <Working_Directory>\Harmony\Avaya Adapter\jetty\conf

Configuring trusted licensing parameters for Avaya adapterAbout this taskUse this procedure to configure parameters for trusted licensing in Avaya adapter.

Procedure1. Log in to SysAdmin .

2. Click System Administration > Configuration.

3. Click the Component tab and do the following:

a. In the Component field, select Avaya adapter.

b. In the Asset field, select the asset on which you want to configure trusted licensingparameters.

c. In the Node field, select the node on which you want to configure trusted licensingparameters.




4. In the Value column of the cmapi.secure parameter, type True to enable secureconnection.

5. In the Value column of the TrustedLicensingEnabled parameter, type True to enabletrusted licensing.

6. In the Value column of the cmapi.trust_store_location parameter, type <WorkingDirectory>\Harmony\Avaya Adapter\conf\avaya.jks

7. Click Save.

Trusted licensing support



Chapter 4: Avaya Aura® Contact Centerconfiguration

Configuration checklistNo. Task Description Notes

1 Configure ApplicationEnablement Services .

• Login to the AESserver.

• Verify TSAPI andDMCC services.

• Verify the status ofswitch connection.

• Add a CTI user.

• Add Devices.

• Add Hunt GroupExtensions to DevicesList.

• Add Device Group.

• Add Device and HuntGroup Extensions toDevice Group.

• Add Device Group tothe CTI user.

• Perform the TSAPITest.

• Configure PE andCLAN IP address.

• Delete gatewayconfiguration.

See:

• Logging in to the ApplicationEnablement Services server onpage 38

• Verifying TSAPI and DMCCservices on page 39

• Verifying the status of switchconnection on page 39

• Adding a CTI user on page 39

• Adding devices on page 40

• Adding a device group onpage 41

• Adding devices and hunt groupextensions to a devicegroup on page 41

• Adding a device group to a CTIuser on page 41

• Performing the TSAPI test onpage 42

• Configuring the ProcessorEthernet or CLAN IPaddress on page 43

• Deleting the gatekeeperconfiguration on page 43

Table continues…



No. Task Description Notes

2 Deploy ApplicationEnablement Services7.0.1 super patch 3(7.0.1.0.3.15-0) if youare using ApplicationEnablement Services7.0.1 version.

See Deploying Avaya Aura®

Application Enablement Servicesin Virtualized Environment on theAvaya Support site.

If you are usingApplication EnablementServices 7.1 version.,you need not deploy thesuper patch 3.

3 ConfigureCommunicationManager using thefollowing tasks:

• Install Avaya SiteAdministration.

• Log in to Avaya SiteAdministration.

• Verify the CTI link andenhancedconferencingconfiguration.

• Add the CTI link.

• Administer systemparameters.

• Configure UCID forSIP trunks.

• Disable AAPC or IQ.

• Enable passing ofUCID for conferenceor transfer.

• Administer class ofrestriction (COR).

• Administer agentstations.

• Verify the codec set.

• Configure IP networkregions.

• Administer virtual IPsoft phones.

See:

• Installing Avaya SiteAdministration on page 43

• Logging in to Avaya SiteAdministration on page 44

• Verifying the CTI link andenhanced conferencingconfiguration on page 45

• Adding a CTI link on page 45

• Administering systemparameters on page 45

• Configuring UCID for SIPtrunks on page 46

• Disabling AAPC or IQ onpage 47

• Enabling passing of UCID forconference or transfer onpage 47

• Administering a class ofrestriction on page 48

• Administering agentstations on page 48

• Verifying a codec set onpage 48

• Configuring IP networkregions on page 49

• Administering virtual IP softphones on page 49

4 Deploy CommunicationManager 7.0.1 (patch00.0.441.0-23235) if you

See Deploying Avaya Aura®

Communication Manager on theAvaya Support site.

If you are usingCommunicationManager 7.1 version,

Table continues…

Configuration checklist



No. Task Description Notes

are usingCommunicationManager 7.0.1 version.

you need not deploy thepatch.

5 Configure Device Mediaand Call Control serviceusing the followingtasks:

• Administer H323Gatekeeper.

• Enable DMCCUnencrypted Port.

• Perform the DMCCTest.

See:

• Administering stations onpage 50

• Enabling the DMCCunencrypted port on page 51

• Performing the DMCC test onpage 51

6 Configure Avaya Aura®

Contact Center usingthe following tasks:

• Create and importCCT user.

• Assign agents.

See:

• Importing a CCT user onpage 52

• Assigning agents on page 53

7 Span the traffic betweenthe PBX or MediaServer and phones.Connect the traffic toone of the NIC cards inpromiscuous mode onthe recording server.

Application Enablement Services configuration

Logging in to the Application Enablement Services serverProcedure

1. Open a web browser and in the address bar, enter https://<AES-Server-IP>.

2. On the Login screen, enter your user credentials.

Avaya Aura® Contact Center configuration



Verifying TSAPI and DMCC servicesProcedure

1. Log in to the Application Enablement Services server.

2. Click Maintenance > Service Controller.

The system displays the Service Controller page.

3. Verify that the TSAPI Service is running.

4. (Optional) If you are using DMCC, verify that the DMCC Service is running.

Verifying the status of switch connectionProcedure


2. Click Status > Status and Control > Switch Conn Summary .

The system displays the Switch Conn Summary page.

3. Verify that the Conn State displays the status as Talking for CM.

4. Make a note of the Switch Connection name for later use while configuring DMCC.

Adding a CTI userProcedure


2. On the left panel, click User Management > Add User.3. On the Edit User page, enter the required information in the given fields.

4. To save the changes, click Apply.

5. Make a note of the CTI user name and Password for later use during the configuration.

Edit User field descriptionsName DescriptionUser Id The user ID provided to the user. This is a

mandatory field.

Table continues…




Name DescriptionCommon Name The name that the user prefers to use. This is a

mandatory field.Surname The surname of the user. This is a mandatory field.User Password The password assigned to the user. The password

must consists of minimum 8 characters thatincludes an upper case, a lower case character, anumeric digit, and a special character.

Confirm Password The option to re-enter the password.CT User The option to add a CT user.

Verifying the CTI userProcedure


2. On the left panel, click the CTI OAM Administration link.

3. Click Administration > Security database > CTI User > List All Users.

4. To view the list of all users, click List User.5. Verify that the CTI user that you created is available in the list.

6. (Optional) To monitor all devices configured in the devices list by using the CTI user,select the Unrestricted Access check box.

7. (Optional) To assign Device Group to the CTI user, clear the Unrestricted Access checkbox.

Adding devicesAbout this taskUse this procedure to add the stations you want to record calls from by assigning the stations tothe CTI user.

Procedure1. Log in to the Application Enablement Services server.

2. On the left panel, click the CTI OAM Administration link.

3. Click Security > Security database > Devices.

4. Enter the device station number in the text box next to the Add Device field.

5. Click Add Device.




6. In the Edit Device page, enter the following:

• Device Type: PHONE• Tlink group: The link created to communicate with Communication Manager.

7. Click Apply Changes.

8. Repeat the above steps to add all the extensions that need to be monitored in HarmonyWorkforce Optimization.

Adding a device groupProcedure


2. Click Security > Security database > Devices Groups.

3. Enter the name of the device group in the text box next to the Add Device Group field.

4. Click Add Device Group.


6. Click Apply.

Adding devices and hunt group extensions to a device groupProcedure


2. Click Security > Security database > Devices Groups.

3. Select the Device Group Name by clicking on the radio button in front of the name.

4. Click Edit Device Group.

5. On the Edit Device Group page, select the devices and hunt group extensions that youwant to add to this device group.


7. Click Apply .

Adding a device group to a CTI userProcedure


2. Click Security > Security database > CTI User > List All Users.




3. Select the CTI user to which you want to assign the device group.

4. To open the Edit CTI User page, click Edit.5. To assign Device Group to the CTI user, ensure that the Unrestricted Access check box

remains clear.

When you select Unrestricted Access, all devices configured in the devices list getmonitored by the CTI user.

6. Select the required device groups.

7. Select the Call Monitoring check box.


Performing the TSAPI testProcedure


2. Click Utilities > Diagnostics > AE Service > TSAPI Test.3. Enter the required information.

4. Note down the TSAPI TLINK. You will need the link during post installation configuration.

5. To make the connection, click Dial.

The system displays a success message indicating completion of the configuration on theAvaya server.

TSAPI test field descriptionsName DescriptionTLink A Tlink. When a communication channel (switch

connection) is provisioned between AES server andCommunication Manager a Tlink is createddynamically by the TSAPI service running on AESserver.

User A valid user identifier (user ID in User Management;login ID in Linux) in the User field.

Password The password.From A device ID in the From field (call origin).To A device ID in the To field (call destination).




Configuring the Processor Ethernet or CLAN IP addressProcedure


2. Click Configuration Manager Interface > Switch Connections.

3. On the right pane, click Connection Name > Edit PE/CLAN IPs.

4. On the Edit Processor Ethernet IP page, replace the hostname with IP address of theAvaya Aura® Communication Manager switch connection.

5. In the text box next to the Add/Edit Name or IP, enter the Communication Manager IPaddress.

6. Click Add/Edit Name or IP.

Deleting the gatekeeper configurationBefore you beginLog in to the Application Enablement Services server. After configuring the Processor Ethernet IPaddress, ensure you delete the gatekeeper configuration as it is no longer required.

Procedure1. Log in into the Application Enablement Services server.

2. Click Configuration Manager Interface > Switch Connections.

3. On the right pane, click Edit H.323 Gatekeeper.4. On the Edit H.323 Gatekeeper page, click Delete IP.

Avaya Aura® Communication Manager configuration

Installing Avaya Site AdministrationProcedure

1. Download the Avaya Site Administration software from http://support.avaya.com..

2. Click Support by Product > Downloads.

3. In the Enter Your Product Here section, type Avaya Site Administration.

4. In the Choose Release drop down list, click 6.0.x.



http://support.avaya.com/


5. Click Avaya Site Administration 6.0 Service Pack 1, 6.0.x from the search results.

6. Run the Site_Admin_6_00_007_SP1.01.exe file.

7. Follow the steps in the Setup wizard to install Avaya Site Administration on the computer.

Logging in to Avaya Site AdministrationAbout this taskAvaya Site Administration supports a terminal emulation mode, which is directly equivalent tousing commands on a dumb terminal or through a Telnet session. Use this procedure to accessthe Communication Manager through a Telnet session.

Note:You can also access the Communication Manager through a putty session or through AvayaAura® System Manager.

Procedure1. To start Avaya Site Administration, click Start > Programs > Avaya Site Administration.2. Click File > New > Voice System.

The Add Voice System screen is displayed.

3. In the Voice System Name text box, type a unique name for voice system you want toadd.

4. Click Next.5. Select the Network Connection option and then click Next.6. In the FQDN or IP address text box, type the IP address of the server on which the

Communication Manager is installed.

7. Click Next till you navigate to the screen where you must provide credentials forauthentication.

8. For authentication, configure the following fields:

a. Login: Type the login user ID.

b. Password: Type the password.

c. Password (again): Type the password again to confirm.

9. Click Next and then click Test to test if the connection with Communication Manager isestablished.

10. Click Next and then click Finish.




Verifying the CTI link and enhanced conferencing configurationProcedure

1. Click Start > Programs > Avaya Site Administration.

2. On the left pane, click General > Start GEDI.3. On the right pane, click display system-parameters customer-options from the

drop down list and then click send [return].4. Go to page 3 and verify that the Computer Telephony Adjunct Links option is set to y.

If this option is not set to y, then contact the Avaya sales team or business partner for aproper license file.

5. Go to page 4 and verify that the Enhanced Conferencing option is set to y.

Adding a CTI linkProcedure


2. On the left pane, click Advanced > Start Emulation.

3. On the right pane, click enter.4. Type the command add cti-link n where n is an available CTI link number and then

press Enter.5. Enter an available extension number in the Extension field.

The CTI link number and extension number can vary.

6. Enter ADJ-IP in the Type field, and a descriptive name in the Name field.

7. Use the default values in the remaining fields.

Administering system parametersProcedure


2. On the left pane, click General > Start GEDI.3. On the right pane, click display system-parameters features from the drop down

list and then click send [return].4. Go to page 5 and verify that the Create Universal Call ID (UCID) option is set to y.

5. In UCID Network Node ID, enter an available node ID.




6. Go to page 13 and ensure that the Send UCID to ASAI option is set to y.

The Send UCID to ASAI parameter sends the universal call ID to Harmony WorkforceOptimization.

Enabling disconnect supervision for incoming callsAbout this taskUse this procedure to enable disconnect supervision for incoming calls so that transfer calls do notget dropped when recording is enabled for Single Step Conference and Multiple Registrations.

Procedure1. Click Start > Programs > Avaya Site Administration.

2. In the navigation pane, click Advanced > Start Emulation.

3. Click enter.4. Type the command change trunk—group, enter the trunk group number, and then press

Enter.5. Go to page 1 and configure the following option:

Disconnect Supervision-In: Type y.

Configuring UCID for SIP trunksAbout this taskUse this procedure to configure SIP trunks between Communication Manager and SessionManager.


2. In the navigation pane, click Advanced > Start Emulation.

3. Click enter.4. Type the command change trunk—group and then press Enter.

5. Go to page 3 and configure the following options:

a. UUI Treatment: Type shared.

b. Send UCID?: Type y.




Disabling AAPC or IQAbout this taskThe Avaya Communication Manager fails to pass the same UCID for conference and transfercalls, if AAPC or IQ is used for reporting Avaya Aura® Call Center Elite data in CommunicationManager. Use this procedure to disable AAPC or IQ in Communication Manager.



3. On the right pane, click enter.4. Type the command change system-parameters features command and then press

Enter.5. Click next page to go to page 12.

6. On Page 12, ensure the AAPC/IQ (appl ccr) : option is blank.

Enabling passing of UCID for conference or transferAbout this taskBy default, in case of conference or transfer, Communication Manager generates new UCID forthe new call legs and sends this new UCID as part of the call. This cause a problem with callstitching for Harmony Workforce Optimization recorded calls. Use this procedure to configureenable Communication Manager to pass the same UCID for conference and transfer.

Before you beginEnsure that you disable AAPC or IQ in Communication Manager.



3. On the right pane, click enter.4. Type the command change system-parameters special-applications

command and then press Enter.5. Click next page to go to page 5.

6. On Page 5, set the (SA8702) - CDR Enhancements for Network? option to y.

7. Repeat Step 1 to Step 3 to execute the command to copy UCID for station conference andtransfer.




8. Type the command change system-parameters features command and then pressEnter.

9. Click next page to go to page 5.

10. On Page 5, set the Copy UCID for Station Conference/Transfer? option to y.

Administering a class of restrictionProcedure



3. On the right pane, click enter.4. Type the command change cor n where n is class of restriction (COR) number assigned

to the target stations and virtual IP softphones and then press Enter.5. Set the Calling Party Restriction field to none.

Administering agent stationsProcedure



3. On the right pane, click enter.4. Type the command add change station n where n is the agent station number and

then press Enter.5. Verify that the COR field reflects the COR created while administering the class of

restrictions.

Verifying a codec setProcedure



3. On the right pane, click enter.4. Type the command change ip-codec-set n command where, n is the codec set for

the virtual IP softphones used for single step conferencing. and then press Enter.




5. Verify that the system displays the following:

• Audio Codec: G.711MU, G.711A and G.729.

• Frames Per Pkt: 2

Avaya Contact Recorder uses G.729A recording format in a test configuration.

6. In the Media Encryption section, configure the following in the same order to enable SRTP:

• 1-srtp-aescm128-hmac80• aes• none

7. (Optional) If the codec set is already defined, verify and note the assigned codecs.

Configuring IP network regionsProcedure



3. On the right pane, click enter.4. Type the command change ip-network-region n where n is an available CTI link

number and then press Enter.5. Set the RTCP Sender to y.

Administering virtual IP soft phonesAbout this taskUse this procedure to administer virtual IP softphones, by selecting the class of restriction (COR)so that the DMCC station can conference calls that need to be recorded.



3. On the right pane, click enter.4. Type the command add station n command, where n is an available extension

number, and then press Enter.5. Configure the following fields:

a. In the Type field, type 4621.

b. In the Name field, type a descriptive name .




c. In the COR field, type the appropriate values that support single step conferencing..

d. In the IP SoftPhone? field, type y6. Click next page to go to page 4.

7. On Page 4, do the following in the Button Assignments section:

a. In Button 4, enter conf-dsp.

b. In Button 3, remove the default value.

Next stepsRepeat this procedure to administer all the virtual IP softphones by using sequential extensionnumbers and the same security code for the softphones.

Device Media and Call Control Services configuration

Administering stationsAbout this taskUse this procedure to make changes in multiple registrations and single step conferencing. Whilein multiple registrations the changes are made for extensions that are recorded, in single stepconferencing, the changes are made to the DMCC stations.



3. On the right pane, click enter.4. Type the command add change station n where n is the first agent extension number

and then press Enter.5. To allow a recording device to be registered for the station, set IP Soft Phone to y.

6. In the Security Code field, enter the required code.

All agents must use the same security code in the Harmony Workforce Optimizationenvironment.

Next stepsRepeat this procedure to administer all stations that must be recorded and monitored.




Enabling the DMCC unencrypted portProcedure


2. On the left pane, click Networking > Ports .

The system displays the Ports page with the DMCC Server Ports section.

3. In the Enabled column, select the Unencrypted Port check box.

4. Note down the unencrypted port and encrypted port numbers to be used later in the DMCCconfiguration.

Performing the DMCC testAbout this taskUse this procedure to do a DMCC first party test on the DMCC stations, because the Avayaadapter in Harmony Workforce Optimization acts as a first party for DMCC stations used in singlestep conferencing. This procedure is also used to do a third party test on the extensions that mustbe recorded.

Procedure1. Log in to the Application Enablement Services server.

2. Click Utilities > Diagnostics > AES Service > DMCC Test.3. On the DMCC Test page, enter the required information for the first party call on the DMCC

stations.

4. Click Make First Party Call.

The First Party Call Test Result displays the results of the respective application names asPassed.

5. Go to the DMCC Test page again and enter the required information for the third party callon the DMCC stations.

6. Click Make Third Party Call.

The Third Party Call Test Result displays the results of the respective application names asPassed.

Device Media and Call Control Services configuration



DMCC test field descriptionsName DescriptionUser The user name to log into AE Services.User Password The user password to log into AE Services.TLS The TLS check box must be cleared for the test.Switch Name The appropriate switch to be selected.Switch IP (optional) The IP address of the switch (optional).Caller Extension The caller extension.Caller Extension Password The password for the caller extension.Callee Extension The callee extension.

Button DescriptionMake First Party Call Selected to make a first party call.

When you make a Make First Party Call, yourbrowser displays the First Party Call Test.

Make Third Party Call Selected to make a first tird party call.

When you make a Make Third Party Call, yourbrowser displays the Third Party Call Test.


Importing a CCT userAbout this taskThe AACCNet adapter uses the credentials of a valid Windows user on the Avaya Aura® ContactCenter server or on the Avaya Contact Center Select server to receive events from the server.Use this procedure to import and configure the Windows user in the CCT console.

Procedure1. On the Avaya Aura® Contact Center server or on the Avaya Contact Center Select server,

click Start > All Programs > Avaya > Contact Center > Communication ControlToolkit > CCT console to open the CCT Admin Configuration tool.

The system displays the CCT Admin Configuration tool.

2. From the left navigation pane, select Communication Control Toolkit > BulkProvisioning Tools > Import Windows Users.




3. To search for the user you want to import, click Search for Users on the right pane.

4. Select the user and click Add .

The system displays the username in the Selected Users section.

5. To import the selected Windows User as the CCT user, click Import Selected Users onthe right pane.

Assigning agentsAbout this taskUse this procedure to assign agents to the user who receives CCT events by using the WebAdmintool on the Avaya Aura® Contact Center server or on the Avaya Contact Center Select server.

Procedure1. On the Avaya Aura® Contact Center server or on the Avaya Contact Center Select server,

click Start > All Programs > Avaya > Contact Center > Communication ControlToolkit > CCT console to open the CCT Admin Configuration tool.

2. From the left pane, click Users .

The system displays the list of the CCT users including the imported user.

3. To open the Update CCT User page, double-click the imported user.

Make a note of the Domain and Username in the Login User Name section, because theAACCNet adapter uses both as credentials to connect.

4. To assign agents to the CCT user, click Agent Assignments.

5. Click the check boxes next to the users whom you want to assign to the CCT user.

6. To assign the users, click the right arrow.

7. Click Save.

SIP phones and SPAN configuration

Configuring a SIP userBefore you beginYou must be an existing SIP user.

Procedure1. Log in to Avaya Aura® System Manager and click User Management > Manage > Users.




The system displays a list of users.

2. Click the user that you want to configure, and click Edit.3. To open the CM station form, click the CM Endpoint profile check box.

4. Click Endpoint Editor.5. In the General Option section, click Avaya for the Type of 3PCC Enabled option.

6. In the Feature Option section, click the IP Softphone check box.

Enabling third-party controls on SIP phonesProcedure

1. Download the 46xx settings file from Avaya Support site.

2. Right-click the 46xx settings file, select Open with and click Notepad.

3. Update the value for the following parameter:

• ENABLE_OOD_MSG_TLS_ONLY: Update the value for this parameter to 0.


Configuring SNMP on Avaya OneX soft phonesProcedure

1. Log in to a web browser and type the following url: http ://<CommunicationManager server IP>.

The system displays the Avaya Aura® Communication Manager system managementinterface.

2. Click Administration > Server (Maintenance).

The system displays the Server Administration page.

3. On the left pane of the Server Administration page, click Agent Status.

4. Ensure that before making any changes in SNMP the Master Agent is in Down status.

5. Click Stop Master Agent to ensure that the Master Agent is in Down status.

6. On the left pane, click Access.

7. Click Add/Change and enter the following:

• IP address: Enter the IP address of the machines where the AES adapter is running.• Access: Click read-only.• Community Name: Enter the community name provided for the SNMP community. This

name must be same as the name configured for the SNMPCommunityString .parameterin AES adapter.




8. Click Submit.9. On the left pane, click Access.

The system displays the Access page.

10. On the right pane, click Start Master Agent to ensure that the Master Agent status is UP.

Enabling the recording of agent-to-agent conversationAbout this taskWhen SPAN is configured at the core switch, agent to agent conversation might not show up inthe SPAN. Communication Manager supports shuffling of media streams thereby allowing IPphones to send media directly between each other bypassing the media gateway. Shuffling mustbe disabled to record internal calls between IP phones. Use this procedure to disable IP to IPdirect audio for individual IP phones or for a whole IP network region.

Procedure1. Login to Communication Manager through Avaya Site Administration.



4. On the right pane, click enter.5. To disable IP-IP Direct Audio for individual IP phones, type the command change

station xxxx where xxxx is the phone extension number and then press Enter.


7. On page 2, set the IP Audio Harpinning? option to y.

8. To disable IP-IP Direct Audio for an IP network region, type the command change ip—network region n where n is the existing network region used for the agent’s IPphones and softphones and then press Enter.


10. On page 2, set the Intra-region IP-IP Direct Audio option and the Inter-region IP-IPDirect Audip option to no.

11. Set the IP Audio Harpinning? option to y.




Chapter 5: Deployment process

The following image shows the high-level tasks for deploying Harmony Workforce Optimization:



Chapter 6: Planning and preconfiguration

Planning checklistNo. Task Reference Notes

1 Download the requireddocumentation.

See Documentation onpage 226.

2 Gather configuration information. See Harmony WorkforceOptimization installationinformation on page 59.

3 Plan for site preparation. See Preinstallationchecklist on page 71.

Configuration information

Signaling and Automatic Call Distribution informationTo maintain a record of the Harmony Workforce Optimization configuration information, take aprintout of the following table and work with your network administrator to fill the empty cells:

Signalling for AES/TSAPI on AES serverName Value DescriptionIP address The IP address of the server

where AES is installed.Port The port number of the server

where AES is installed. Thedefault port number 4721. This isrequired only for Device Mediaand Call Control (DMCC).

Secure Port The secure port number of theserver where AES is installed.The default port number is 4722.

Table continues…



Name Value DescriptionThis is required only for DeviceMedia and Call Control (DMCC).

CTI Username The TSAPI username.CTI Password The TSAPI password.TSAPI TLINK The TSAPI link that must be in

the formatAVAYA#CMSIM#CSTA#AESSIM)

Secured TLINK The secured TLINK that must bein the formatAVAYA#CMSIM#CSTA-S#AESSIM).

Note:

This is mandatory for trustedlicensing.

Switch Connection Name Name of the CommunicationManager configured in AESserver using the same case. Thisis required only for Device Mediaand Call Control (DMCC).

Note:

Since the switch connectionparameter is case sensitive,ensure you use the samecase as configured in AESserver.

First DMCC Extension andpassword of DMCC Extension

The first DMCC extension or softphone for single step conference.

Automatic Call Distribution (ACD) for AACCName Value DescriptionCommunication Control Toolkit(CCT) Server IP

The IP address of the AACCserver.

CCT Server Name The name of the AACC server.CCT Port The port number of the AACC

server. The default port number is29373.

CCT Username The CCT username.CCT Password The CCT password.CCT Domain The CCT domain name.

Table continues…

Planning and preconfiguration



Name Value DescriptionCCT Alternative IP — Campus(Optional)

The IP address of the redundantAACC server.

CCT Alternative IP — Geographic(Optional)

The IP address of the redundantAACC server.

Harmony Workforce Optimization installation informationTo maintain a record of the Harmony Workforce Optimization installation information, take aprintout of the following table and work with your network administrator to fill the empty cells:

Web server detailsName Value DescriptionServer IP address The IP address of the server where Harmony

Workforce Optimization is installed.Server Hostname The hostname of the server where Harmony

Workforce Optimization is installed.Harmony Workforce OptimizationOperating System Domain/Login

The login credentials of the user who hasadministrator privileges on the server whereHarmony Workforce Optimization is installed.

Harmony Workforce OptimizationOperating System Password

The password of the user who has administratorprivileges on the server where Harmony WorkforceOptimization is installed.

Harmony Workforce OptimizationServices Account Domain/Login

The username of the user whose default senderemail address is configured.

Concurrent web logins The number of web nodes required to be installeddepends on the number of concurrent user logins.The maximum number of concurrent users for a webnode is 40.

SMTP Server IP address orHostname

The IP address or the hostname of the emailexchange server.

Default Sender Email Address The default sender email address that is used tosend emails related to alerts and notificationstriggered by the web application and HarmonyWorkforce Optimization components.

Default Sender Name The name of the user that appears in the From listof the email.

SysAdmin server detailsName Value DescriptionSMTP Server IP address orHostname

The IP address or the hostname of the emailexchange server.

Table continues…




Name Value DescriptionSMTP port The SMTP port number.Default Sender Email Address The default sender email address that is used to

send emails related to alerts and notificationstriggered by the web application and HarmonyWorkforce Optimization components.

Default Sender Name The name of the user that appears in the From listof the email.

SNMP Server IP address orHostname

The IP address or the hostname of the systemwhere MIB browser is installed to get SNMP traps.The IP address is configured as NMS server IPaddress in SysAdmin.

SNMP port The NMS server port number.Username admin The default username to log in to the SysAdmin

application.Password harmony1@3 The default password to log in to the SysAdmin

application.

Database server detailsName Value DescriptionDatabase Name The name of the database that points to the Web

application and Harmony Workforce Optimizationcomponents.

Database Server IP address orHostname

The IP address or hostname of the server wherethe database is installed.

Database User ID The user ID of the database to connect to theSQL server. You can only use sa as the user ID.

Database Password The password of the database to connect to SQLserver. You can configure a password assuggested by the customer.

Authentication mode The type of authentication modes. You canchoose either:

• Windows: The windows authenticationcredentials of the user to install the database.

• SQL: The option to connect to the database orlogin as the database administrator using sacredentials.

Recording server detailsName Value DescriptionServer IP address The IP address of the server where recorder is

installed.

Table continues…




Name Value DescriptionServer Hostname The hostname of the server where recorder is

installed.Harmony Workforce OptimizationRecorder Operating SystemDomain/Login

The login credentials of the user who hasadministrator privileges on the server whererecorder is installed.

Harmony Workforce OptimizationRecorder Operating SystemPassword

The password of the user who has administratorprivileges on the server where recorder isinstalled.

Server Voice NIC IP address The IP address of the server where voice NIC isconfigured for SPAN-based recording.

Storage detailsName Value DescriptionDirectory/Path The location path on the server where calls must

be stored.

Note:

If Network Attached Storage (NAS) orStorage Area Networks (SAN) is configured,you must mount the location path to the localserver.

License managementName Value DescriptionWebLM user ID The administrator user ID to access WebLM.WebLM password The administrator password to access WebLM.WebLM IP address The IP address of the server on which WebLM is

installed.

Configuration tools and utilities• One or more Windows servers or virtual machines with the following:

- A user with administrator privileges.- An SQL server with Mixed Mode Authentication and SQL server agent service enabled.

• Two network interface cards, one for data NIC and another for voice NIC.• Agent or client machines to install client applications such as Desktop Trigger and Home

Agent Screen.

Configuration tools and utilities



Hardware requirementsHarmony Workforce Optimization web and database server requirementsServer Specifications VMware (ESXI 5, 5.5, and 6)

requirementsSingle boxdeployment

Supports up to 150concurrent calls.

• Intel/AMD 64–bit Dual CPU Quad Core (Total 8Core) with 2.5 GHz per CPU. Total 20,000 Mhz -CPU Reservation

• 16 GB RAM

• One C drive with 100 GB SAS 10 K/15K RPMRAID1 or RAID5 HDD for Operating System,Database and System Databases

• One D drive with 150 GB SAS 10 K/15K RPMRAID5 HDD for web application, dumps, log files,and configuration files

• One E drive with 300 GB SAS 10 K/15K RPMRAID5 HDD for database storage and local callstorage. Disk space must be calculated based onthe retention policy on the local drive and thedatabase sizing.

• Apache 2.4.x; Open JDK 1.8.x

• IOPS (input/output operations per second) aminimum of 2000

• Two 1 Gbps NIC cards

• vCPU: 8 with 2.5 GHz/CPUReservation. Total 20,000Mhz - CPU Reservation

• vRAM: 16 GB

• vDisk: C: 100 GB, D: 150GB, E: 300 GB

• Apache 2.4.x; Open JDK1.8.x

• IOPS (input/outputoperations per second) aminimum of 2000

• vNIC: 2

Multi boxdeployment —Recorder server

Supports 150 to500 concurrentcalls with onerecorder for everyconcurrent calls.

• Intel/AMD 64–bit Dual CPU Quad Core (Total 8Core) with 2.5 GHz

• 16 GB RAM



• One E drive with 300 GB SAS 10 K/15K RPMRAID5 HDD for database storage and local callstorage. Disk space must be calculated based onthe retention policy on the local drive.




• Requires one VM Recorderinstance for every 250concurrent G.711, G722, or450 concurrent G.729 calls

• vCPU: 8 with 2.5 GHz/CPUReservation

• vRAM: 16 GB

• vDisk: C: 100 GB, D: 150GB, E: 300 GB



• vNIC: 2

Table continues…




Server Specifications VMware (ESXI 5, 5.5, and 6)requirements

Multi boxdeployment —Application andDatabase server

Supports 150 to500 concurrentcalls.


• 16 GB RAM



• One E drive for database storage. Disk spacemust be calculated based on database sizing.


• IOPS (input/output operations per second) aminimum of 2000 - for upto 1000 concurrentrecordings, add addtionaly 300 IOPS for everyadditional 500 concurrent recordings.


• vCPU - 8 with 2.5GHz/CPU Reservation.Total 20,000 Mhz - CPUReservation

• vRAM - 16 GB

• vDisk - C: 100 GB, D: 300GB, E: disk space must becalculated based ondatabase sizing.


• IOPS (input/outputoperations per second) aminimum of 2000 - for upto1000 concurrentrecordings, add addtionaly300 IOPS for everyadditional 500 concurrentrecordings.

• vNIC - 2Multi boxdeployment —Recorder server

Supports more than500 concurrentagents.


• 16 GB RAM

• 2012 R2 64 bit Operating System with latestService Pack and 2016 64 bit Operating System

One C drive with 100 GB SAS 10 K/15K RPMRAID1 or RAID5 HDD for Operating System,Database and System Databases


• One E drive with 300 GB SAS 10K/15K RPMRAID5 HDD for local call storage.




• vCPU - 8 with 2.5GHz/CPU Reservation

• vRAM - 16 GB

• vDisk - C: 100 GB, D: 150GB, E: 300 GB



• vNIC - 2

Multi boxdeployment —


• 16 GB RAM

• vCPU - 8 with 2.5GHz/CPU Reservation.

Table continues…

Hardware requirements



Server Specifications VMware (ESXI 5, 5.5, and 6)requirements

Application andDatabase server

Supports more than500 concurrentagents.

• 2012 R2 64 bit Operating System with latestService Pack and 2016 64 bit Operating System

One C drive with 100 GB SAS 10 K/15K RPMRAID1 or RAID5 HDD for Operating System,Database and System Databases



• IOPS (input/output operations per second) aminimum of 1500 - for upto 1000 concurrentrecordings, add addtionaly 300 IOPS for everyadditional 500 concurrent recordings for databaseserver.

• IOPS (input/output operations per second) aminimum of 500 for web application server.


Total 20,000 Mhz - CPUReservation

• vRAM - 16 GB

• vDisk - C: 100 GB, D: 300GB, E: disk space must becalculated based ondatabase sizing.


• IOPS (input/outputoperations per second) aminimum of 1500 - for upto1000 concurrentrecordings, add addtionaly300 IOPS for everyadditional 500 concurrentrecordings for databaseserver.

• IOPS (input/outputoperations per second) aminimum of 500 for webapplication server.

• vNIC - 2

WFM database server specifications: Number ofagentssupported

Specifications Operating system and SQL serverspecifications and recommendations

Upto 400 • 4 core processor

• 8 GB memory

• 80 GB storage space required fordatabase after 3 years

• Windows server 2012 R2/2016 englishversion GUI mode

• All windows updates applied.• Fixed IP.• Fast storage, write stall <=5 ms and read

stall <=20 ms under sustained load.• Microsoft SQL server 2008 R2/2016

(including Analysis Services andWorkstation components) with latestupdates.

• All databases must be case insensitive.Collation

400 to 1500 • 4 core processor

• 16 GB memory


1500 to 4000 • 6 core processor

• 32 GB memory

Table continues…




Number ofagentssupported

Specifications Operating system and SQL serverspecifications and recommendations


SQL_Latin1_General_CP1_CI_AS isrecommended. Turkish does not work.

4000 to10000

• 8 core processor

• 64 GB memory


10000 to20000


• 128 GB memory

• 1 TB storage space required fordatabase after 3 years

20000 andabove


• 256 GB memory

• 5 TB storage space required fordatabase after 3 years

WFM web server specificationsServers Specifications Operating system and SQL server

specifications and recommendations1 or 2 serverswhere thesecond server isrequired if HighAvailability (HA)option isavailable.

Supports up to400 agents.


• 8 GB memory

• 100 GB storage space and HAoptional

• Windows server 2012 R2/2016 englishversion GUI mode with latest Powershell

• All Windows updates applied.

• Fixed IP.

• Windows server must be configured as anapplication server enabling InternetInformation Server (IIS) and ASP.NET

• Latest Microsoft.NET framework with latestupdates from Windows.

• Acrobat PDF reader for easy access toreports.

1 or 2 serverswhere thesecond server isrequired if HAoption isavailable.

Supports 400 to1500 agents.


• 16 GB memory


1 or 2 serverswhere thesecond server isrequired if HA

• 8 core processor• 32 GB memory• 180 GB storage space and HA

optionalTable continues…




Servers Specifications Operating system and SQL serverspecifications and recommendations

option isavailable.

Supports 1500to 4000 agents.1 or 3 serverswhere thesecond and thirdservers arerequired if HAoption isavailable.

Supports 4000to 10000 agents.

• 16 core processor for server 1 and 2,8 core for server 3

• 64 GB memory for server 1 and 2, 16GB for server 3


4 servers



• 16 GB memory

• 180 GB storage space and HAmandatory

6 servers

Supports morethan 20000agents.


• 16 GB memory


WFM worker server specificationsThe worker server performs long running or heavy asynchronous task executions andcomputations and is mandatory for all new installs from Teleopti WFM 8.6 version. You can addmore servers to scale up and meet increased load so that the application distributes the loadacross these servers and no external load balancer is needed. You can also scale up using one ormore powerful machines, but with no High Availability.


1 or 2 serverswhere thesecond server isrequired if HighAvailability (HA)option isavailable.

Supports up to400 agents.


• 8 GB memory


• Windows server 2012 R2/2016 englishversion GUI mode with latest Powershell

• All Windows updates applied.• Fixed IP• Windows server must be configured as an

application server enabling InternetInformation Server (IIS) and ASP.NET

• Latest Microsoft.NET framework with latestupdates from Windows.

Table continues…






Supports 400 to1500 agents.


• 16 GB memory





• 16 GB memory


1 or 3 serverswhere thesecond and thirdservers arerequired if HAoption isavailable.



• 16 GB memory


4 servers



• 32 GB memory


6 servers

Supports morethan 20000agents.


• 32 GB memory


Optional modulesDesktop Monitor client machine specifications:

• Windows 7 and 10 (32–bit or 64–bit) with latest service packs and security updates• 4 GB minimum and 4+ GB recommended• 1280 x 1024 minimum graphics display resolution• Microsoft .NET Framework 4.5




• Microsoft Visual Studio 2008 Professional or Developers Edition SP1 (Development/Studioonly)

Software requirementsTable 1: Harmony Workforce Optimization software

Software Supported version NotesHarmony Workforce Optimization 5.2.2 -

Table 2: License management

Software Supported version NotesAvaya WebLM 6.3.8, 7.0.1, and 7.1 -

Table 3: Operating systems and software

Software Supported version Location ReferenceWindows Server 2012 R2 (64–bit OS) with

latest service pack and2016 (64–bit OS)

- -

Table 4: Database

Software Supported version NotesSQL Server 2012/2016 (64–bit) Standard

Edition

Table 5: Reporting services

Software Supported version NotesAdobe Reader 8.0 or later -

Table 6: Client software

Software Supported version NotesWindows Operating System 7, 8, and 10 with 32–bit and 64–

bit-

Internet Explorer 11 -Mozilla FireFox 53.0.3 and 57.0.2 -Google Chrome 56.0.2924.76 (64-bit) and 60 -Microsoft Edge 38.14393.1066.0 and 40 -

Table continues…




Software Supported version NotesSafari 10.1.0 and above -Citrix or terminal services • Citrix 7.5, 7.11, and 7.17

• Terminal services on Windowsserver 2012

-

HTML 5 media player NA -Graphic and sound card Depends on compatibility with

customer site.-

Table 7: Third party software

Utilities Supportedversions

Location Reference

Wireshark 2.2.3Windows 64–bit

Server on which the recorder is installed. For example,C:\Program Files\WireShark.

Download Wireshark software from https://www.wireshark.org/download.html.

Note:

While installing Wireshark, selecting the option toinstall WinPCap installs both Wireshark andWinPCap.

WinPCap 4.1.3 Server on which the recorder is installed. For example,C:\Program Files(x86)\WinPCap.

Notepad++ Latest version All servers.7 Zip Latest version All servers.Javasecurityfiles

Download Java security files local_policy.jarand US_export_policy.jar from http://www.oracle.com/technetwork/java/javase/downloads/jce8-download-2133166.html.

Note:

Extract the jce_policy-8.zip file and place Javasecurity files local_policy.jar andUS_export_policy.jar files on a local folder.

MicrosoftVisual C++ 2015Update 3Redistributable

MicrosoftVisual C++ 2015Update 3Redistributable Package(x86)

Server on which the recorder components areinstalled.

Download the redistributable from the location https://download.microsoft.com/download/2/a/2/2a2ef9ab-1b4b-49f0-9131-d33f79544e70/vc_redist.x64.exe.

Table continues…

Software requirements


https://www.wireshark.org/download.html

https://www.wireshark.org/download.html

http://www.oracle.com/technetwork/java/javase/downloads/jce8-download-2133166.html



https://download.microsoft.com/download/2/a/2/2a2ef9ab-1b4b-49f0-9131-d33f79544e70/vc_redist.x64.exe





Utilities Supportedversions

Location Reference

Note:

If you are installing Harmony WorkforceOptimization recorder components on a 2016Windows server, ensure you download and installthe redistributable manually. You will encounteran issue if you install the redistributatble from theinstaller.

MicrosoftODBCDriver 13for SQLServer


Download the driver from the location https://www.microsoft.com/en-us/download/details.aspx?id=53339.

Note:

If you are installing Harmony WorkforceOptimization recorder components on a 2016Windows server, ensure you download and installthe driver manually. You will encounter an issue ifyou install the driver from the installer.

MicrosoftCommandLine Utilities13.1 forSQL Server


Download the utility from the location https://download.microsoft.com/download/5/5/B/55BEFD44-B899-4B54-ACD7-506E03142B34/1033/x64/MsSqlCmdLnUtils.msi.

Note:

If you are installing Harmony WorkforceOptimization recorder components on a 2016Windows server, ensure you download and installthe utility manually. You will encounter an issue ifyou install the utility from the installer.

MicrosoftDot NetFramework

4.7 version(32–bit)

Server on which the Harmony Workforce Optimizationapplication is installed.

TSAPIclient forWindows

7.x 32–bitWindows

Server where AES adapter is installed.

TSAPI client download link: https://support.avaya.com/downloads/download-details.action?contentId=C20175913231880_3&productId=P0358.

Note:

Install TSAPI client only if you are integratingHarmony Workforce Optimization withCommunication Manager.

See Installing theTSAPI client forWindows onpage 75.



HTTPS://WWW.MICROSOFT.COM/EN-US/DOWNLOAD/DETAILS.ASPX?ID=53339



https://download.microsoft.com/download/5/5/B/55BEFD44-B899-4B54-ACD7-506E03142B34/1033/x64/MsSqlCmdLnUtils.msi




https://support.avaya.com/downloads/download-details.action?contentId=C20175913231880_3&productId=P0358




Network requirements• Deployment models must use Fast Ethernet LAN connections. Minimum 1000BASE-T is

preferred.• Multisite deployments must use T1, E1, MPLS, or its equivalent connection to utilize the

bandwidth between site locations.• Each recording server must install two 1-Gbps network interface cards (NICs). Each NIC

must have a distinct static IP address. Use one card for standard network access and theother as a packet sniffing interface.

• You must direct the SPAN traffic in your SPAN configuration to the IP address of the NIC.When you run the Harmony Workforce Optimization installer, the packet sniffing NIC isreferred to as the Voice NIC.

• You must configure the Session Initiation Protocol (SIP) and Real-time Transport Protocol(RTP) traffic to route to the Voice NIC of the recording server in the SPAN configuration.

Port assignmentsIf the Harmony Workforce Optimization deployment is limited to the local intranet, then you do notneed to open any ports on the firewall. If you want to provide external access to HarmonyWorkforce Optimization, with firewalls on both ends of a private WAN, open relevant ports. Forcomplete port matrix information, see Avaya Port Matrix: Harmony Workforce Optimization 5.2.2available on the support website at http://support.avaya.com.

Preinstallation checklistNo. Task Reference

1 Ensure that the servers with required operating system andWindows service packs are available, as per systemrequirements. The Windows server should have all thelatest patches.

-

2 Ensure that your network administrator enables the DataNetwork Interface Card (NIC) and Packet Sniffer or VoiceNIC on the servers where the recorder is installed.

-

3 Ensure that network considerations are met. See Network requirements onpage 71.

4 Ensure that your network administrator configures a validmail server.

-

Table continues…

Network requirements


https://support.avaya.com/


No. Task Reference

5 Ensure that the sound card is available on client machinesto listen to live and recorded interactions.

-

6 Install SQL 2012/2016 (64–bit) standard edition, with thelatest service pack on the server where you want to createthe database for the Harmony Workforce Optimizationapplication. Also, ensure that the SQL server agent isrunning.

Note:

While installing SQL 2012/2016 (64–bit) standardedition, on the Feature Selection screen, ensure youselect only the Database Engine Services checkbox.

Ensure that you do not install the SQL server and theHarmony Workforce Optimization components on thesame drive to avoid performance issues.

-

7 Enable TCP/IP service on the server where SQL isinstalled irrespective of the SQL edition. Restart the SQLservice after enabling the TCP/IP service.

-

8 Obtain the Harmony Workforce Optimization software. See Downloading softwarefrom PLDS on page 74.

9 Install the mandatory third party utilities such as Wireshark,WinPCap, 7 Zip, Microsoft Visual C++ 2015 Update 3Redistributable Package (x86), Microsoft ODBC Driver 13for SQL Server, Microsoft Command Line Utilities 13.1 forSQL Server, Microsoft SQL Server 2012 Native Client(x64) 11–4, and Microsoft Dot Net Framework 32–bitversion.

Notepad ++ is an optional third party utility that you caninstall to analyze and troubleshoot log files.

See Software requirements onpage 68.

10 Download Java security files to a local folder on the serverwhere you want to install the Harmony WorkforceOptimization software.

See Software requirements onpage 68.

11 Ensure that you assign metrics to NICs for a FQDN basedinstallation with multiple NICs.

See Assigning metrics to theNetwork Interface Cards onpage 73.

12 Ensure there is enough space in the drive in which youwant to store voice files. The required space depends onthe number of interactions you want to store.

-

13 Ensure that your network administrator configuresspanning on Virtual Local Area Network (VLAN), Gateway,or Port level on the recording servers.

-

Table continues…




No. Task Reference

14 Ensure you enable ports based on your specificdeployment configuration.

See Port assignments onpage 71.

15 Obtain the license types required for your specificdeployment configuration.

See License requirements onpage 29.

16 Ensure that Windows updates are completed on all theservers before installing Harmony Workforce Optimization.Ensure that Windows Automatic updates is a plannedactivity.

-

17 Install and run antivirus before or after you install HarmonyWorkforce Optimization. Ensure you disable antivirusbefore installing Harmony Workforce Optimization.

Ensure that scanning is done during the lean period or nonproduction hours.

-

18 Ensure that the server on which you are installing HarmonyWorkforce Optimization has a working VBScript engine byexecuting any sample VBScript file. McAfee 10 blocks theVBScript engine present on the Windows server. If youencounter issues with VBScript on the server, uninstallMcAfee 10 version and install the same after HarmonyWorkforce Optimization installation.

See Install or upgradeprogram fails on page 225.

Assigning metrics to the Network Interface CardsAbout this taskMetrics are assigned to network interface cards (NICs) when the routing table contains multipleroutes for the same destination. For a FQDN based installation with multiple NICs, assign a metricvalue higher than 10 to set priority to get the data NIC IP address.

Note:Ensure that you do not assign a metric value to the data NIC.

Procedure1. Log in to the server where the Recorder is installed.

2. Click Start > Control Panel > Network and Sharing Center.3. Click Change adapter settings.

4. Right-click the network adapter on which the voice traffic comes.

5. Click Properties.

6. Double-click the Internet Protocol Version 4 (TCP/IPv4).

7. Click the Advanced tab period.

8. Clear Automatic Metric.

Preinstallation checklist



9. In the Interface Metric field, enter a value higher than 10.

10. Click OK.

11. Click OK.

Registering for PLDSProcedure

1. Go to the Avaya Product Licensing and Delivery System (PLDS) website at https://plds.avaya.com.

The PLDS website redirects you to the Avaya single sign-on (SSO) webpage.

2. Log in to SSO with your SSO ID and password.

3. On the PLDS registration page, register as:

• An Avaya Partner: Enter the Partner Link ID. To know your Partner Link ID, send anemail to [email protected].

• A customer: Enter one of the following:

- Company Sold-To

- Ship-To number

- License authorization code (LAC)

4. Click Submit.

Avaya sends the PLDS access confirmation within one business day.

Downloading software from PLDSProcedure

1. In your web browser, type http://plds.avaya.com to go to the Avaya PLDS website.

2. On the PLDS website, enter your Login ID and password.

3. On the Home page, select Assets.

4. Select View Downloads.

5. Click the search icon ( ) for Company Name.

6. In the Search Companies dialog box, do the following:

a. In the %Name field, type Avaya or the Partner company name.

b. Click Search Companies.

c. Locate the correct entry and click the Select link.



https://plds.avaya.com

https://plds.avaya.com

http://plds.avaya.com


7. Search for the available downloads by using one of the following:

• In Download Pub ID, type the download pub ID.

• In the Application field, click the application name.

8. Click Search Downloads.

9. Scroll down to the entry for the download file, and click the Download link.

10. Select a location where you want to save the file, and click Save.

11. (Optional) If you receive an error message, click the message, install Active X, andcontinue with the download.

12. (Optional) When the system displays the security warning, click Install.

When the installation is complete, PLDS displays the downloads again with a check marknext to the downloads that have completed successfully.

Installing the TSAPI client for WindowsAbout this taskFor Avaya Aura® Contact Center on Communication Manager deployments, ensure you installTSAPI client on the server where AES adapter is installed.

Procedure1. Go to https://support.avaya.com/downloads/download-details.action?

contentId=C20175913231880_3&productId=P0358.

2. Login with your user credentials.

3. Click Download and extract the tsapi-client-win32-7.1.0-67.zip file.

4. Double-click the setup.exe file and click Next.

5. Select the license agreement option and click Next.6. Click Browse to specify the destination folder and click Next.7. Enter Host Name or IP Address of the AES server and click Add to List.

Note:

Do not change the default value of the Port Number.8. Click Next.9. Click Downloads and select Avaya Aura AE Services 7.0 or 7.1 TSAPI Client for

Windows.

You must login or register to download the executable.

10. Accept the File Download Agreement and click Submit.11. Click Install.

Preinstallation checklist





12. Click Finish.

Product compatibilityFor the latest and most accurate compatibility information, go to https://support.avaya.com/CompatibilityMatrix/Index.aspx

Transport Layer Security 1.2 support

Enabling TLS 1.2About this taskHarmony Workforce Optimization supports the Transport Layer Security (TLS) 1.2 protocol toprovide communication security. Ensure that the Harmony Workforce Optimization web applicationservers and the database server are in the same domain.

Before you beginInstall ODBC 13.1 driver on the servers where the Harmony Workforce Optimization componentsand the SQL database is running.

Procedure1. Log in to the server on which the web application components and the SQL database is

running.

2. Open the registry located on: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols

Note:

Ensure you take a backup of the above registry entries in case you need to revert.

3. Right-click the Protocols folder and click New > Key.

A folder is created. Rename the folder to TLS 1.2.

4. Right-click the TLS 1.2 folder and click New > Key.

A folder is created. Rename the folder to Client.


A folder is created. Rename the folder to Server.

6. Right-click the Client folder and click New > DWORD (32–bit) Value.



https://support.avaya.com/CompatibilityMatrix/Index.aspx

https://support.avaya.com/CompatibilityMatrix/Index.aspx


An entry is added in the right pane of the screen.

7. Double-click New Value #1 and configure the following:

a. For Value name, type DisabledByDefault.

b. For Value data, type 0.

c. For Base, select Hexadecimal.d. Click OK.




a. For Value name, type Enabled.



10. Right-click the Server folder and click New > DWORD (32–bit) Value.












Next stepsRestart the SQL service and all the Harmony Workforce Optimization component services.




Disabling TLS 1.0About this taskUse this procedure to disable the TLS 1.0 protocol for server on the database server. For all otherservers that connect to database, ensure that you disable the TLS 1.0 protocol for client. Forsingle box installations, disable the TLS 1.0 protocol for both client and server.


running.


Note:



















c. For Base, select Hexadecimal.




d. Click OK.














Disabling TLS 1.1About this taskUse this procedure to disable the TLS 1.1 protocol for server on the database server. For all otherservers that connect to database, ensure that you disable the TLS 1.1 protocol for client. Forsingle box installations, disable the TLS 1.1 protocol for both client and server.


running.


Note:


































c. For Base, select Hexadecimal.




d. Click OK.


Disabling SSLAbout this taskUse this procedure to disable the Secure Sockets Layer (SSL) protocol for server on the databaseserver. For all other servers that connect to database, ensure that you disable the SSL protocol forclient. For single box installations, disable the SSL protocol for both client and server.


running.

2. Open the registry located on: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\SSL\Server

Note:


3. Double-click DisabledByDefault on the right pane and configure the following:




4. Double-click Enabled on the right pane and configure the following:




5. Open the registry located on: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\SSL\Client

Note:


6. Double-click DisabledByDefault on the right pane and configure the following:







7. Double-click Enabled on the right pane and configure the following:





Installing a certificate on the SQL serverAbout this taskUse this procedure to install certificate on the SQL server using MMC to use encryption.

Procedure1. Click Start > Run > mmc.

2. On the MMC, click File > Add/Remove Snap-in....3. In the Add/Remove Snap-ins dialog box, in the Available snap-ins section, click

Certificates and then click Add.

4. In the Certificates snap-in dialog box, click Computer account and then click Next.5. Select Local computer: (the computer this console is running on) and click Finish.

6. In the Add/Remove Snap-ins dialog box, click OK.

7. On the MMC, expand Certificates (Local Computer) in the left pane.

8. Right-click the Personal folder, select All Tasks and click Import.

The Certificate Request Wizard dialog box opens.

9. Complete the Certificate Import Wizard to add a certificate to the server.

Configuring force encryption on the SQL serverAbout this taskUse this procedure to install certificate on the SQL server using MMC to use encryption.




Procedure1. Click Start > SQL Server Configuration Manager.2. Expand SQL Server Network Configuration, right-click Protocols for <server instance>,

and then select Properties.

The Protocols for <server instance> Properties dialog box opens.

3. On the Certificate tab, select the desired certificate from the drop down for the Certificatebox, and then click OK.

4. On the Flags tab, in the ForceEncryption box, select Yes and then click OK to close thedialog box.

5. Restart the SQL service.

Verifying the encryption of the connection on the SQL serverAbout this taskUse this procedure to execute an SQL query for checking encrypted connections. The valueTRUE maps with the encrypt_option and implies that the connection is encrypted.

Procedure1. Open command prompt and navigate to C:\Program Files\Microsoft SQL Server

\Client SDK\ODBC\130\Tools\Bin.

2. Type the query, sqlcmd -S <SQL server IP address> -U <SQL username> -P<SQL password> -N -Q "select * from sys.dm_exec_connections and pressEnter.

3. Verify the following output of the query:

• session_id most_recent_session_id connect_time net_transportprotocol_type protocol_version endpoint_id encrypt_optionauth_scheme node_affinity num_reads num_writes last_readlast_write net_packet_size client_net_address client_tcp_portlocal_net_address local_tcp_port connection_idparent_connection_id most_recent_sql_handle --------------------------------- ------------------------------------------------------------------------------------------------------- --------------------------- -------------------------------------------------------------------------------- ------------------------ ----------- ---------------------------------------------- --------------------------------------------------------------- --------------------------------------------------------------- --------------------------------------------------------------------------------------




----------------------------------------------------------------------------------------------------------------------------------51 51 2018-01-18 15:13:12.263 Shared memory TSQL 1946157060 2TRUE SQL 0 6 6 2018-01-18 15:13:12.287 2018-01-18 15:13:12.2874154 <local machine> NULL NULL NULL 4E61D71D-CD4D-429B-A1F6-3B4FF7703EE8 NULL0x0100010001052B2B503F4B0EC101000000000000000000000000000000000000000000000000000000000000 52 52 2018-01-18 16:07:07.400 Sharedmemory TSQL 1946157060 2 TRUE NTLM 0 9 9 2018-01-18 16:07:07.5602018-01-18 16:07:07.570 8058 <local machine> NULL NULL NULLA7F9C864-5E4A-492C-A5C6-3BB2649BF58D NULL0x0100010041F2D01190DF4C0DC101000000000000000000000000000000000000000000000000000000000000 53 53 2018-01-18 13:52:51.197 TCP TSQL1946157060 4 TRUE SQL 0 39 36 2018-01-18 15:13:42.680 2018-01-1815:13:42.680 4154 xx.xxx.xxx.xxx 52142 xx.xxx.xxx.xxx 1433B54A054A-64FE-4FC8-9C1E-C3617C5F6956 NULL0x02000000BCE15029665FF98A6883C8E2306A2894035DD38F0000000000000000000000000000000000000000 54 54 2018-01-18 16:11:04.153 TCP TSQL1946157060 4 TRUE SQL 0 7 6 2018-01-18 16:11:04.180 2018-01-1816:11:04.177 4154 xxx.xxx.xxx.xx 60729 xx.xxx.xxx.xxx 1433584BDB4E-B2FB-4E9E-B537-542B269741C2 NULL0x02000000E1EA2813444061F7ECDD57037B8D10735F11E2650000000000000000000000000000000000000000 57 57 2018-01-18 13:53:05.227 TCP TSQL1946157060 4 TRUE SQL 0 18 17 2018-01-18 15:13:50.560 2018-01-1815:13:50.560 4154 xx.xxx.xxx.xxx 52152 xx.xxx.xxx.xxx 14330206BF77-422A-40A7-83D6-CA7800FC4DFB NULL0x010001008238FB24901F9B0CC101000000000000000000000000000000000000000000000000000000000000




Chapter 7: Deployment

Single box installation

Installing Harmony Workforce Optimization on a single serverBefore you begin

• Install SQL 2012/2016 standard edition with the latest service pack and ensure the SQLagent is running.

• Install third-party software utilities.

Procedure1. Run the Harmony_5_2_2.exe file as an administrator.

Note:

The installer displays a message to install Microsoft Visual C++ 2015 Update 3Redistributable Package (x64), Microsoft ODBC Driver 13 for SQL Server, MicrosoftCommand Line Utilities 13.1 for SQL Server, and Microsoft SQL Server 2012 NativeClient (x64) 11–4. The message is not displayed if the software is already installed.

Click Install.2. On the Welcome screen, click Next.3. On the License Agreement screen, select I accept the terms in the license agreement,

and then click Next.4. On the Setup Type screen, select one of the following:

• Standard• Custom

5. Click Next.6. (Optional) If you select the Standard option in the Standard Setup screen, do the

following:

a. Select the Web Application Role check box.

b. Select the Web and SysAdmin check boxes.

c. Select the Database Role check box.



d. Select the Recording Role check box.

e. Select the Avaya check box and then select Communication Manager from theSelect Avaya PBX drop down menu.

f. Click Next.

Note:

The installer displays a message to install Zulu-8.23.0.4 JDK 8.0.144.

g. Click Yes to install Zulu-8.23.0.4 JDK 8.0.144.

h. Select the folder where the java security files are located and click OK.

i. Select AACC from the ACD drop down menu.

j. If you are using the POM dialer, select POM from the Dialer drop down menu.

7. Click Next.8. (Optional) If you select the Custom option in the Custom Setup screen, do the following:

a. In the Web Application section, select the Web and SysAdmin check boxes.

b. In the Database section, select the Database check box.

c. In the Utilities section, select the Log Manager, Process Checklist, Packet Sniffer,and Screen Capture check boxes.

d. In the Adapters section, select the Avaya adapter, AES adapter, and AACCNetadapter check boxes.

Note:

If you are using the POM dialer, select the POM adapter check box.

e. In the Recorder section, select the Recorder, Unified Messaging, and MediaManager check boxes.

f. Click Next.

Note:




9. Click Next.10. On the Configuration screen, configure the required fields.

11. Click Next.12. On the Database Settings screen, configure the required fields.

13. Click Next.

The system displays the Installation Summary screen. You can click Back to review orchange any installation setting.

Deployment



14. On the Installation Summary screen, review the installation settings, click Install.

You can click Cancel anytime to cancel the installation.

The installer displays the InstallShield Wizard Completed screen, when the installation iscomplete.

15. (Optional) Select the Show the Windows Installer log check box to view and save theinstallation log.

16. Click Finish.

Next stepsRestart all the services with the administrator user privileges.

Standard Setup field descriptionsName DescriptionWeb Application Role The role to install and access the web application. The options are:

• WebApp Service: You are authorized to access the HarmonyWorkforce Optimization application.

• SysAdmin: You are authorized to access the SysAdmin module.Database Role The role to create database. By default, the installation creates two

databases, one for Host and another for Tenant. A database role isa collection of permissions and privileges that can be assigned toone or more users. SQL must be installed before HarmonyWorkforce Optimization installation.

Recording Role The role to install and enable the recording facility in the product.The options are:

• PBX: The option to choose Communication Manager as the PBX.

• Automatic Call Distributor (ACD): The option to choose AACCas the ACD.

• Dialer: The dialer options are:

- POM: Select this option if you are using Avaya ProactiveOutreach Manager as the dialer for Avaya Aura® Contact Centerdeployments. Refer to the Appendix A for information on how toconfigure the POM dialer for Avaya Aura® Contact Centerdeployments

- None: Select this option if you are not using any of the abovedialers




Custom Setup field descriptionsWeb Application

Name DescriptionWeb The option to install the Harmony Workforce Optimization web

application.SysAdmin The option to install the SysAdmin application.Analytics The option to install Analytics.

Recorder

Name DescriptionRecorder The option to install the Recorder component to record interaction.Unified Messaging The option to install the Unified Messaging component to act as

proxy between the Screen Capture and Recorder components.Media Manager The option to install the Media Manager component to encrypt,

playback, and monitor live interactions.

Utilities

Name DescriptionLog Manager The option to install the Log Manager component to manage log

files of all the components.Process Checklist The option to install the Process Checklist component to monitor the

status of all the components.Packet Sniffer The option to install the Packet Sniffer component to sniff the

packets in the network.Screen Capture The option to install the Screen Capture application to capture agent

desktop.

Adapters

Name DescriptionAvaya adapter The option to install Avaya adapter for:

• Avaya Aura® Contact Center on Communication Manager activeand passive deployments.

• Avaya Aura® Contact Center on Communication Manager andAvaya Proactive Outreach Manager active and passivedeployments.

AES adapter The option to install AES adapter for:


Table continues…

Deployment



Name Description• Avaya Aura® Contact Center on Communication Manager and

Avaya Proactive Outreach Manager active and passivedeployments.

AACCNet adapter The option to install AACCNet adapter for Avaya Aura® ContactCenter on Communication Manager active and passivedeployments.

POM adapter The option to install POM adapter for Avaya Aura® Contact Centeron Communication Manager and Avaya Proactive OutreachManager active and passive deployments.

Database

Name DescriptionDatabase The option to install the database. By default, the installation creates

two databases, one for Host and another for Tenant.

Configuration field descriptionsName DescriptionInstallation Path The location for installing the product Harmony Workforce

Optimization. All components get extracted to this location, andeach folder has an executable file and dependent files. The defaultinstallation path is C:\Harmony.

Logs Path The location of the log files. A log file records the event occurrenceduring a software or product runtime. By default, the logs folder islocated at C:\Logs.

WFO_Home Path The location of the master database. Database files, such as mdfand ldf, are saved at this location. By default, WFO_Home Path islocated at C:\WFO_Home.

Voice Drive The drive where the voice folder is created to store interaction data.The recorder records interactions and stores voice files, such asbwd and fwd, and screens in the voice folder.

Server IP Address / Hostname The IP address or hostname of the server on which you want toinstall one or all of the following:

• Web application

• Database

• Recorder and Harmony Workforce Optimization componentsProxy Server IP Address /Hostname

The IP address or hostname of the server on which you want toinstall the Harmony Workforce Optimization web application,irrespective of single-box or multibox deployments. TheHarmonyWebProxy service is installed as a component, and theApache24 folder is created in the installation path.

Table continues…




Name DescriptionProxy Port Number The port number of the proxy server that enables web login and call

playback. The default port is 80. Changing the port number requireschange in the parameter configurations for components such asRecorder, Media Manager, and Messaging.

Note:

Do not use port number 443.Server FQDN The fully qualified domain name of the server on which you want to

install one or all of the following:

• Web application

• Database

• Recorder and Harmony Workforce Optimization components

Note:

For IP-based installation, ensure that you configure FQDN withan IP address. Else, in multibox deployments, you willencounter issues when importing SSL certificates.

Database Settings field descriptionsName DescriptionDatabase Server IP Address / Hostname The IP address or hostname of the server where

you are creating the database. You can also point toan existing database.

Named Instance The option to install the database using the namedinstance mode. You can point to a named instanceof the SQL installation and enter the name of theinstance.

Port Number The port number of the server where the databaseis installed. The default port number is 1433.

Failover Database IP Address / Hostname The IP address or hostname of the server that actsas a secondary database server when the primarydatabase server fails.

Windows authentication credentials of currentuser

The option to install the database using WindowsAuthentication credentials of the current user.

You must have a Windows domain account for theHarmony Workforce Optimization applicationservices.

SQL server authentication credentials The option to install the database using SQL serverauthentication. You can connect to the database or

Table continues…

Deployment



Name Descriptionlogin as the database administrator. The installercreates the following users in the database:

• harmonyadmin: Username used to createdatabases and database tables.

• harmonysec: Username used for encryption anddecryption services.

• harmony: Username used for all components toconnect to the database.

• sa: Username with superadmin privileges.

Note:

A user with system administrator privilegesmust be created if the sa user is not available.

Login ID The username to access the database.Password The password to access the database.Name of database catalog The name of the database that you want to create.

Multibox installationHarmony Workforce Optimization multibox installation depends on the following factors:

• The number of concurrent calls

• The number of web application users including agents, supervisors, and quality managers.

If the number of concurrent calls ranges from 150 to 500, install the following on separate servers:

• A Recorder and other Harmony Workforce Optimization components

• The web application and database

If the number of concurrent calls are more than 500, install:

• One recorder and other Harmony Workforce Optimization components on one server foreach 500 concurrent calls.

• The web application on a separate server.

• The database on a separate server.

You can install the Harmony Workforce Optimization application using the following two methods:

• Standard: Choose the telephony platform, automatic call distributor, and dialer in theRecording Role option. Harmony Workforce Optimization automatically installs the relevantrecorder components.

Multibox installation



Table 8: If the number of concurrent calls range from 150 to 500

Server Role NotesServer 1 - Web Application Role

- Database Role

Installs the web application anddatabase.

Server 2 - Recording Role Installs the Recorder and otherHarmony WorkforceOptimization components.

Table 9: If the number of concurrent calls are more than 500

Server Role NotesServer 1 - Database Role Installs the database.Server 2 - Web Application Role Installs the web application.Server 3 - Recording Role For each 500 concurrent calls,

install a new recorder server.

Installs the Recorder and otherHarmony WorkforceOptimization components.

• Custom: Choose individual components that you want to install for any deployment.

Table 10: If the number of concurrent calls range from 150 to 500

Server Component NotesServer 1 - Web

- Database

Installs the web application anddatabase.

Server 2 - Recorder

- Utilities

- Adapters

Installs the Recorder, Utilities,and Adapters.

Table 11: If the number of concurrent calls are more than 500

Server Role NotesServer 1 - Database Install the database.Server 2 - Web Install the web application.Server 3 - Recorder

- Utilities

- Adapters

For each 500 concurrent calls,install a new recorder server.

Installs the Recorder, Utilities,and Adapters.

Related linksInstalling Harmony Workforce Optimization on multiple servers on page 93

Deployment



Installing Harmony Workforce Optimization on multiple serversBefore you begin

• Install SQL 2012/2016 standard edition with the latest service pack and ensure the SQLagent is running.

• Install third-party software utilities.


Note:


Click Install.2. On the Welcome screen, click Next.3. On the License Agreement screen, select I accept the terms in the license agreement,

and then click Next.4. On the Setup Type screen, select one of the following:



following:

a. Select the Web Application Role: check box.





f. Click Next.

Note:








j. If you are using the POM dialer, select the Dialer check box, and then select POM.

k. If you are using the POM dialer, select POM from the Dialer drop down menu.






Note:



f. Click Next.

Note:






13. Click Next.






16. Click Finish.

Deployment




Standard Setup field descriptionsName DescriptionWeb Application Role The role to install and access the web application. The options are:

• WebApp Service: You are authorized to access the HarmonyWorkforce Optimization application.

• SysAdmin: You are authorized to access the SysAdmin module.Database Role The role to create database. By default, the installation creates two

databases, one for Host and another for Tenant. A database role isa collection of permissions and privileges that can be assigned toone or more users. SQL must be installed before HarmonyWorkforce Optimization installation.

Recording Role The role to install and enable the recording facility in the product.The options are:

• PBX: The option to choose Communication Manager as the PBX.

• Automatic Call Distributor (ACD): The option to choose AACCas the ACD.

• Dialer: The dialer options are:

- POM: Select this option if you are using Avaya ProactiveOutreach Manager as the dialer for Avaya Aura® Contact Centerdeployments. Refer to the Appendix A for information on how toconfigure the POM dialer for Avaya Aura® Contact Centerdeployments.

- None: Select this option if you are not using any of the abovedialers/

Custom Setup field descriptionsWeb Application

Name DescriptionWeb The option to install the Harmony Workforce Optimization web

application.SysAdmin The option to install the SysAdmin application.Analytics The option to install Analytics.

Recorder

Name DescriptionRecorder The option to install the Recorder component to record interaction.

Table continues…




Name DescriptionUnified Messaging The option to install the Unified Messaging component to act as

proxy between the Screen Capture and Recorder components.Media Manager The option to install the Media Manager component to encrypt,

playback, and monitor live interactions.

Utilities

Name DescriptionLog Manager The option to install the Log Manager component to manage log

files of all the components.Process Checklist The option to install the Process Checklist component to monitor the

status of all the components.Packet Sniffer The option to install the Packet Sniffer component to sniff the

packets in the network.Screen Capture The option to install the Screen Capture application to capture agent

desktop.

Adapters

Name DescriptionAvaya adapter The option to install Avaya adapter for:



AES adapter The option to install AES adapter for:



AACCNet adapter The option to install AACCNet adapter for Avaya Aura® ContactCenter on Communication Manager active and passivedeployments.

POM adapter The option to install POM adapter for Avaya Aura® Contact Centeron Communication Manager and Avaya Proactive OutreachManager active and passive deployments.

Database

Name DescriptionDatabase The option to install the database. By default, the installation creates

two databases, one for Host and another for Tenant.

Deployment



Configuration field descriptionsName DescriptionInstallation Path The location for installing the product Harmony Workforce

Optimization. All components get extracted to this location, andeach folder has an executable file and dependent files. The defaultinstallation path is C:\Harmony.

Logs Path The location of the log files. A log file records the event occurrenceduring a software or product runtime. By default, the logs folder islocated at C:\Logs.

WFO_Home Path The location of the master database. Database files, such as mdfand ldf, are saved at this location. By default, WFO_Home Path islocated at C:\WFO_Home.

Voice Drive The drive where the voice folder is created to store interaction data.The recorder records interactions and stores voice files, such asbwd and fwd, and screens in the voice folder.

Server IP Address / Hostname The IP address or hostname of the server on which you want toinstall one or all of the following:

• Web application

• Database

• Recorder and Harmony Workforce Optimization componentsProxy Server IP Address /Hostname

The IP address or hostname of the server on which you want toinstall the Harmony Workforce Optimization web application,irrespective of single-box or multibox deployments. TheHarmonyWebProxy service is installed as a component, and theApache24 folder is created in the installation path.

Proxy Port Number The port number of the proxy server that enables web login and callplayback. The default port is 80. Changing the port number requireschange in the parameter configurations for components such asRecorder, Media Manager, and Messaging.

Note:

Do not use port number 443.Server FQDN The fully qualified domain name of the server on which you want to

install one or all of the following:

• Web application

• Database

• Recorder and Harmony Workforce Optimization components

Note:

For IP-based installation, ensure that you configure FQDN withan IP address. Else, in multibox deployments, you willencounter issues when importing SSL certificates.




Database Settings field descriptionsName DescriptionDatabase Server IP Address / Hostname The IP address or hostname of the server where

you are creating the database. You can also point toan existing database.

Named Instance The option to install the database using the namedinstance mode. You can point to a named instanceof the SQL installation and enter the name of theinstance.

Port Number The port number of the server where the databaseis installed. The default port number is 1433.

Failover Database IP Address / Hostname The IP address or hostname of the server that actsas a secondary database server when the primarydatabase server fails.

Windows authentication credentials of currentuser

The option to install the database using WindowsAuthentication credentials of the current user.

You must have a Windows domain account for theHarmony Workforce Optimization applicationservices.

SQL server authentication credentials The option to install the database using SQL serverauthentication. You can connect to the database orlogin as the database administrator. The installercreates the following users in the database:

• harmonyadmin: Username used to createdatabases and database tables.

• harmonysec: Username used for encryption anddecryption services.

• harmony: Username used for all components toconnect to the database.

• sa: Username with superadmin privileges.

Note:

A user with system administrator privilegesmust be created if the sa user is not available.

Login ID The username to access the database.Password The password to access the database.Name of database catalog The name of the database that you want to create.

Deployment



Chapter 8: Configuration

Configure browser settings for SSL

Configuring settings for Internet ExplorerAbout this taskUse this procedure to import the self-signed certificate to the browser trust store. In a multiboxdeployment with SSL support, call playback takes place only when the browser sources the self-signed certificates from the browser trust store.

Procedure1. In the address bar of your browser, type the IP address of the server where the media

manager and the recorder is installed with the https protocol.

The systems displays the following error message: There is a problem with thiswebsite's security certificate.

2. Click Continue to this website (not recommended).3. On the address bar, click Certificate error.4. In the Untrusted Certificate popup, click View certificates.

5. In the Certificate window, click Install Certificate.

6. Click Next.7. In Certificate Store, select Place all certificates in the following store, and click Browse.

8. Select the Show physical stores check box.

9. Click Trusted Root Certification Authentications and click OK.

10. Click Next.11. Click Finish.

12. In the Security Warning dialog box, click Yes.

The system displays the message: The import was successful.Next stepsRestart your Internet Explorer browser.



Configuring settings for Google ChromeAbout this taskUse this procedure to import the self-signed certificate to the browser trust store. In a multiboxdeployment with SSL support, call playback takes place only when the browser sources the self-signed certificates from the browser trust store.

Before you beginDownload the certificate to your local server.

Procedure1. In your browser address bar, type the IP address of the server where the media manager

and the recorder is installed with the https protocol.

The system displays an error message.

2. On the address bar, click the View site information ( ) icon.

3. Click Details.

4. Click View Certificate.

The system displays the Certificate pane.

5. Click the Details tab and click Copy to File.

6. Click Next.7. Select Base64 encoded X.509 (.CER).8. Click Next.9. Click Browse and specify the file name that you want to export to the desktop.

10. Click Save.

11. Click Next and click Finish.

The system displays the message that the export is successful.

12. Click OK.

13. Go to the saved folder and double click the certificate.

14. Click Install Certificate.

15. Click Next.16. Select the Place all certificates in the following store check box.

17. Click Browse and select Trusted Root Certification Authorities.

18. Click Next.19. Click Finish.

20. The system displays the Security dialog box.

Configuration



21. Click Yes.

The system displays the message that the import is successful.

22. Click OK.

Next stepsRestart your Google Chrome browser.

Configuring settings for Mozilla FirefoxAbout this taskUse this procedure to import the self-signed certificate to the browser trust store. In a multiboxdeployment with SSL support, call playback takes place only when the browser sources the self-signed certificates from the browser trust store.

Procedure1. In your browser address bar, type the IP address of the server where the media manager

and the recorder is installed with the https protocol.

The system displays an error message.

2. Do one of the following whichever is displayed for your version of Firefox:

• Click the Advanced button.

• Click I Understand the Risks.

3. Click Add Exception.

4. Click Confirm Security Exception.

The system automatically imports the root signer certificate into the Firefox certificate truststore.

5. Close all instances of Firefox in your system.

Next stepsRestart your Mozilla Firefox browser.

Configure browser settings for SSL



Configure log values

Modifying default values for logsAbout this taskThe logs folder contains log files that help in debugging issues. However, the default limit for thenumber of log files is 20 and the size for each log file is 40 MB.Use this procedure to change the default value for log file size and the number of the log files.

Procedure1. Go to the WFO_Home folder located at C:\WFO_Home if you have not changed the default

location during installation.

2. In the ICMCommon.properties file, update the following parameters:

• NoOfLogFiles

• LogFileSize

3. Click Save.

4. Restart the Harmony Workforce Optimization components.

Configure SysAdmin

Logging on to SysAdminAbout this taskBefore you login into the SysAdmin application for the first time, ensure you clear the browsercache.

Procedure1. Open a compatible web browser on your computer.

2. Type the IP address of SysAdmin server in the standard dotted-decimal notation.

For example, http://<ServerIP>/sysadmin/ where server IP is the IP address of theserver where the web application is installed.

3. Type your User Name and Password.

The default user name is admin and the default password is harmony1@3.

4. Click Login.

Configuration



If you are logging in to the SysAdmin application for the first time, change the passwordand make a note of the new password. There is no reset mechanism to change thepassword.

Importing the license fileAbout this taskWhen you login into the SysAdmin application for the first time, you must import the license (xml)file that you generated from PLDS.

Procedure1. Log in to SysAdmin for the first time.

2. On the License Configuration page, type the Mac ID of the machine on which theSysAdmin application is installed.

3. Click Browse to browse for the license file.

4. Click Import.

The License page is displayed with license details such as file name, name of the personwho imported the file, and the date and time when the file was imported.

5. On the License page, click on the license file to download it.

Configuring hosted or premise deploymentsAbout this taskWhen you login into the SysAdmin application for the first time, configure the following types ofdeployments:

• Hosted: Supports single and multi-tenancy capability.• Premise: Allows deployment from a premise infrastructure. Premise deployments also

support single and multi-tenancy capability where multiple tenants can be based out ofdifferent geographical locations within an organization.

Procedure1. Log in to SysAdmin for the first time.

2. In the Type of Deployment? section, select one of the following:

• Hosted

• Premise

3. In the Mode of Tenants? section, select one of the following:

• Single Tenant

• Multiple Tenant

Configure SysAdmin



4. For premise type of deployment with single tenant, enter the appropriate information in thefields.

5. Click Save.

Next stepsConfigure tenants for the following:

• Hosted type of deployment with single or multiple tenants.• Premised type of deployment with multiple tenants.

Tenant configuration field descriptionsConfigure TenantName DescriptionTenant Name The name of the tenant.Alias The tenant alias.Tenant Code The code of the tenant.Address The address of the tenant.Country The country of the tenant.State/Province The state or province of the tenant.City The city of the tenant.

Configure Tenant AdministratorName DescriptionFirst Name The first name of the tenant administrator.Last Name The last name of the tenant administrator.Username The username the tenant administrator uses to log

into the application.Email The email address of the tenant administrator.Phone The phone number of the tenant administrator.

Adding tenantsAbout this taskUse this procedure to create and manage tenants by configuring the following:

• Tenant details such as tenant name, alias, address, and status.• Contact details such as email and phone.• User management to manage tenant administrators.• License details such as available licenses, purchased licenses, edition, and license expiry

date.

Configuration



• Asset mapping to map assets such as database, web application, recorder, and othercomponents.

• Drive mapping to map storage drives for interactions.• Tenant summary to view the summary of the details configured for a tenant.

Procedure1. Log in to SysAdmin.

2. Click Tenant Management > Tenant Administration > Add Tenant.

Adding tenant detailsProcedure

1. Log in to SysAdmin.

2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click Tenant Details.

4. On the Add New Tenant page, enter the appropriate information in the fields.

5. Click Save.

Tenant details field descriptionsName DescriptionTenant Name The name of the tenant. It is a best practice to

follow a naming convention while configuring thetenant name. You can prefix or suffix the tenantname with the location. For example, ABC_HYD,ABC_DELHI.

Note:

Ensure that you add the tenant name without aspace. You can use the underscore symbol inbetween words to represent a space.

Default The option to specify whether the tenant you areadding is the default tenant. The tenant dashboarddisplays the details of the default tenant every timeyou log in to the application.

Alias The unique tenant alias. The length of the tenantalias ranges from a minimum of 3 characters to amaximum of 50 characters.

Tenant code The tenant code.Address 1 The address of the tenant.Address 2 The address of the tenant.

Table continues…

Configure SysAdmin



Name DescriptionCountry The country of the tenantState/Province The state or province of the tenant.City The city of the tenant.Zone The zone or area of the tenant.Notes The option to add comments or notes about the

tenant.

Adding contact detailsProcedure


2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click Contact Details.

4. On the Contact Details page, click Add Contact.5. On the Add New Contact page, enter the appropriate information in the fields.

6. Click Save.

Tenant contact details field descriptionsName DescriptionTenant Name The name of the tenant.Email The email address of the tenant. The SysAdmin

login credentials are sent to this email address.Phone The phone number of the tenant,Contact Type The option to group the tenant under a category.

The categories are:

• General

• Finance

• IT

• Others

Adding usersAbout this taskUse this procedure to add one or more tenant administrators to manage tenants in your absence.The tenant administrators you add can manage only tenant details and alerts.

Configuration



Note:The username and password created for this user is used to login to the Harmony WorkforceOptimization application.


2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click User Management.4. On the Users page, click Add User.5. On the Add New User page, enter the appropriate information in the fields.

6. Click Save.

Note:

Make a note of the password generated to notify the tenant administrator.

Users field descriptionsName DescriptionFirst Name The first name of the user.Last Name The last name of the user.Username The user name used to log in to the Harmony

Workforce Optimization application.Email The email address of the user.Phone The phone number of the user.

Configuring license detailsProcedure


2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click License Details.

4. On the License Details page, enter the appropriate information in the fields.

5. Click Save.

Configure SysAdmin



Tenant license details field descriptionsName DescriptionAvailable Master Licenses The number of overall master licenses purchased or

available in the system. In case of multi-tenantenvironment, the tenant licenses are a subset of theoverall master licenses.

Harmony Edition The edition purchased by the tenant. Each editioncomes with a set of default modules that cannot berevoked.

If you purchased the QM edition, you can allocateup to QM edition. You can also allocate a Recorderedition license and provide an Evaluate modulelicense.

Purchased Licenses The total number of licenses purchased by thetenant.

Expiry Date The date when the license of the tenant expires.Module Name The modules available for the tenant based on the

license that the tenant purchased.

Mapping assetsAbout this taskTenant administrators can map assets to one or more tenants based on the service type, node,and capacity of an asset.


2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click Asset Mapping.

4. Select the check box next to the asset that you want to map to the tenant.

5. Click Save.

Asset mapping field descriptionsName DescriptionGroup By The option to group the fields for asset mapping by:

• Asset IP

• Asset Name

• Service TypeTable continues…

Configuration



Name Description• Service Node

Asset IP The IP address of the asset, server, or machine.Asset Name The name of the asset, server, or machine.Service Type The service type installed on the asset. The

component type can be database, web application,adapter, service, or recorder.

Service Node A single instance of a component installed on theasset.

Adding storage drivesAbout this taskUse this procedure to create storage drives for an asset. You can map the storage drive when youdefine the storage location for interactions for a tenant.


2. Click System Administration > Configuration > Storage Drives.3. Click Add Storages.

4. On the Add New Storage page, enter the appropriate information in the fields.

5. Click Save & Close.

Storage drives field descriptionName DescriptionStorage Name The name of the storage you want to add.Storage Path The storage path or drive to store interactions.Asset The asset for which you want to add the storage

drive.Type The type of storage location. The options are:

• Primary

• Secondary

Data is stored in the secondary location only whenthe primary location fails or is unavailable.

Active The option to specify the status of the storage drive.

Configure SysAdmin



Configuring a persistent connection for storage drivesAbout this taskUse this procedure to configure a persistent connection between the following drives:

• Harmony Workforce Optimization• Network Attached Storage (NAS) or Storage Area Networks (SAN)

To retrieve call data, the NAS or SAN drive must be connected to the server where HarmonyWorkforce Optimization is installed.

Procedure1. On the Harmony Workforce Optimization server, click Start > Run > Task Scheduler.

The system displays the Windows Task Scheduler screen.

2. On the menu bar, click Action > Create Task.

3. On the General tab, do the following:

a. In the Name field, type a name for the task.b. Click Change User or Group and add System as the user account.c. Select the Run with highest privileges check box.

4. On the Trigger tab, do the following:

a. Click New.b. Select the Daily option.c. Select the Request task every check box and select 10 minutes from the drop-down

list.

Retain the default setting for duration of 1 day.d. Select the Stop task if it runs longer than: check box.

Retain the default setting of 3 days.e. Select the Enabled check box.f. Click OK.

5. On the Actions tab, do the following:

a. Click New.b. In the Program/script field, click Browse and navigate to the location C:\Windows

\system32\net.exec. In the Add arguments (optional) field, type use K: \\<IP address of the

NAS or SAN drive>\<storage drive>\ <password> /user:<username> /persistent:yes.

d. Click OK.

K:\ drive is created on the Harmony Workforce Optimization server and is mapped tothe NAS or SAN drive.

Configuration



Mapping storage drivesAbout this taskUse this procedure to map storage drives to define the storage location of interactions for a tenant.


2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click Drive Mapping.

4. On the Drive Mapping page, select the check box next to the storage names that definethe storage drives for this tenant.

5. Click Save.

Mapped drives field descriptionName DescriptionStorage Name The storage name created by the System

Administrator.Storage Path The storage path or drive where interactions are

stored. This option is predefined by the SystemAdministrator.

Type The type of storage location as specified by theSystem Administrator. The options are:

• Primary

• Secondary

Data is stored in the secondary location only whenthe primary location fails or is unavailable.

Asset The IP address of the server where the storagedrive is created by the System Administrator.

Viewing tenant summaryProcedure


2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click Tenant Summary.

4. On the Summary Details page, view the tenant summary details.

5. Click Save.

Configure SysAdmin



Modifying tenant statusProcedure


2. Click Tenant Management > Tenant Administration > Add Tenant.3. Click Tenant Details.

4. On the Add New Tenant page, change the tenant status from Draft to Active.

5. Click Save.

Configure parameters for Avaya Aura® Contact Centerdeployments

Parameter configuration checklistNo. Task Reference Notes

1 Use any one the followingprocedures to configure parametersfor components and adapters:

• Configuring componentparameters

• Performing bulk actions

See:.

• Configuringcomponentparameters onpage 114.

• Performing bulkactions on page 115.

2 Configure the Webapp parameters. See Webappparameters onpage 115.

3 Configure the AES adapter, theAvaya adapter, and the AACCNetadapter parameters for activerecording.

See:

• AES adapterparameters onpage 117.

• Avaya adapterparameters onpage 116.

Table continues…

Configuration



No. Task Reference Notes

• AACCNet adapterparameters onpage 118.

4 Configure the AES adapter and theAvaya adapter for passive recording.

See:



5 Configure the messagingparameters for on-demandrecording.

See Messagingparameters onpage 121.

6 Configure the media managerparameters for call encryption.

See Media managerparameters onpage 120.

7 Configure the recorder parameters. See RecorderParameters onpage 122.

8 Configure the following componentparameters:

• Log Manager

• Process Checklist

• Packet Sniffer

• System Administration

• Analytics

See:

• Log Managerparameters onpage 277

• Process checklistparameters onpage 278

• Packet Snifferparameters onpage 279

• System Administrationparameters onpage 281

• Analyticsparameters onpage 282

Configure parameters for Avaya Aura® Contact Center deployments



Configuring component parametersAbout this taskEvery component has a corresponding service that starts and stops the processing of thecomponent. After installing , Harmony Workforce Optimization you must configure few mandatoryparameters for each of the components to start the service.



3. To configure parameters for a component, click the Component tab and do the following:

a. In the Component field, select a component.b. In the Asset field, select the asset you want to configure.c. In the Node field, select the node you want to configure.

4. In the Value column, click to type the values for the mandatory parameters.

The systems accepts the default value for the parameters that are not mandatory.

5. Click Save.

Next stepsRestart the component service after configuring the parameters.

Component parameters field descriptionName DescriptionComponent The components and adapters available for

Harmony Workforce Optimization. The options are:

• Analytics

• Media Manager


• Messaging

• Recorder

• Log Manager

• Packet Sniffer

• SysAdmin

• WebApp

• AACCNet adapter

• Avaya adapterTable continues…

Configuration



Name Description• AES adapter

Asset The server where the selected component isinstalled.

Node A single instance of the selected componentinstalled on the selected server or assets.

Performing bulk actionsAbout this taskUse this procedure to download the parameter configurations for a component in an excelspreadsheet. You can change the parameter values and import the spreadsheet. The spreadsheetyou download highlights all the mandatory parameters in red color. You cannot import thespreadsheet if the mandatory values highlighted in red are not configured.



3. To configure parameter for a component, click the Component tab.

4. In the Component field, select a component.

5. Click Bulk Action.

6. Click Download to download the template and change the parameter values in an excelspreadsheet.

7. Click Browse to select the updated spreadsheet you want to import.

8. Click Bulk Import.9. To update system level component parameter values for a node, click the Service tab and

do the following:

a. In the Component field, select a component.

b. In the Asset field, select an asset.




13. Click Bulk Import.

Webapp parametersThe table lists the parameters you must configure for Webapp component. For detailed description of eachparameter, refer to Appendix: Parameter descriptions.




Use the Configuring component parameters or the Performing bulk actions procedure to configureparameters.

Group Parameters ValueMail Configuration mail.smtp.host IP address or the hostname of the email exchange

server.mail.smtp.port Port number of the email exchange server.mail.smtp.auth Email server authentication.mail.smtp.username Username of the user whose default sender email

address is used.mail.smtp.password Ppassword of the user whose default sender email

address is used.mail.default.fromName Name of the user that appears in the From list of the

email.mail.default.fromAddress Default sender email address that is used to send

emails.

Avaya adapter parametersThe table lists the adapter parameters required for Single Step Conference (SSC) method, MultipleRegistration (MR) method, active, and passive recording. For detailed description of each parameter, referto Appendix: Parameter descriptions.


Group Parameter Value SSC

MR Active/Passive

Application Application Harmony Activecmapi.application_description

Harmony Avaya Adapter. Active

version 5.2.2. ActiveCommon MinRTPPort 16384 Yes Yes Active

MaxRTPPort 16384 + (x*2) where x is the number ofDMCC stations or virtual phones.

Yes Yes Active

AlertManagerPort 9495 ActiveHTTPAlertsEnabled True ActiveAlertManagerIPAddress

IP address of the server on which theSysAdmin is installed.

Active

HostDataIP IP address of the server where the Avayaadapter service is running.

Active

HostName Host name of the machine where theAvaya adapter service is running.

Active

Table continues…

Configuration



Group Parameter Value SSC

MR Active/Passive

SitesList Comma separated site aliases to besupported by the Avaya adapter instance.

Active

DMCC num_dmcc_stations Number of DMCC stations or virtualphones that the application is going toregister in a single step conferencemethod or audix recording. The defaultvalue is 100.

Yes No Active

first_dmcc_station_extension

First DMCC station extension for singlestep conference method or audixrecording. The default value is 3101.

Yes No Active

dmcc_station_password

First DMCC station password for singlestep registration or audix recording.

Yes Yes Active

dmcc_station_codec Audio codec values such as g711A, g729,and g729A. The default value is g711U.

Active

dmcc_station_conf_participation_type

Silent Yes Active

dmcc_recording_stations_IPaddr

IP address of the server where Avayaadapter is installed.

Yes Yes Active

dmcc_recording_type

Single step conference, multipleregistration, or audix recording.

Yes Yes Active

TrustedLicensingEnabled

True Active

AES adapter parametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.


Group Parameter Value Active/Passive

AES ServerConfiguration

LoginUserName CTI username on the AES server. Active/Passive

Password CTI user password on the AES server. Active/Passive

AESServerID AES server ID. For secure connections,configure secure server ID.

Active/Passive

AlertConfiguration

AlertManagerPort 9495 Active/Passive

HTTPAlertsEnabled True Active/Passive

Table continues…





AlertManagerIPAddress IP address of the server on which theSysAdmin is installed.

Active/Passive

ComponentOptions

HuntGroupExtensions Skill or hunt group extensions. Active/Passive

MaxNoOfContactInstancesForVoice

1 for single contact instance and 10 formultiple contact instances. The defaultvalue is 1.

Active/Passive

SitesList Comma separated site aliases to besupported by the AES adapter instance.

Active/Passive

TrustedLicensingEnabled True Active/Passive

Debug LogLevel Trace Active/Passive

LogTSAPIEvents True Active/Passive

Queue Size MaxSizeOfDatabaseTable The maximum size of database table. Thedefault value is 1000.

Active/Passive

Server Ports AESAdapterServerPort 33012 Active/Passive

AESAdapterDynConfigPort

33019 Active/Passive

AACCNet adapter parametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.


Group Name Value Active/Passive

AACC Server Config CCT_Host_Name IP address of the AACC server runningthe CCT service.

Active

CCT_Port 29373 ActiveUsername Username of the Windows user to

validate the Communication ControlToolkit server.

Active

Password Password of the Windows user to validatethe Communication Control Toolkit server.

Active

CCT_CampusAlternateServerIP

IP address of the redundant AACCserver.

Active

Table continues…

Configuration




CCT_GeographicAlternateServerIP

IP address of the redundant AACCserver.

Active

ComponentConfigurations

LocalhostIP IP address of the server on which theAACCNet adapter is running.

Active

Component Options Domain Domain of the Windows user to validatethe Communication Control Toolkit server.

Active

LocalhostPort 34301 ActiveContactTypesToMonitor Support for voice, email, and chat. ActiveAlertManagerPort 9495 ActiveHTTPAlertsEnabled True ActiveAlertManagerIPAddress IP address of the server on which the

SysAdmin is installed.Active

NonVoiceAgentExtensionPrefix

To configure the prefix in the agentextension for nonvoice calls. Currently,the calls to extension with prefix “x” cometo the terminal DefaultNode_CCMM. Fornonvoice calls, remove the prefix fromthat extension.

Active

SendAgentLoginMessage True ActiveSendAgentLogoutMessage

True Active

SendScreenCaptureMessage

True for nonvoice transactions. Active

SendAgentLoginForNonVoice


SendAgentLogoutForNonVoice


SendRTPInfoForNonVoice True for nonvoice transactions. ActiveSendCallHoldInfoForNonVoice


SendCallResumeInfoForNonVoice


SendContactIDForCallStitchingNonVoice


SendPhoneExtInfo True ActiveRecorder ValueMapping

Var8, Var9, and Var10 Business variables. ActiveSkillID Skill ID Active




Media manager parametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.



AlertConfiguration




Active/Passive

ComponentOptions

StorageAddressesList List of storage addresses to pick calls forvideo generation.

Active/Passive

StorageManagerInstanceNumber

Storage Manager instance that is running. Active/Passive

NoOfStorageManagerInstances

Total number of Storage Manager instancesthat are running. For example, 2.

Active/Passive

StorageManagerAction Storage manager actions such as archive,compress, copy, move, and purge. You canconfigure multiple actions separated by acomma. Do not replace the Purge action withDelete. :

Active/Passive

StorageManagerName Storage Manager name. For example, SM1. Active/Passive

EDServiceIPAddress IP address of the server where the MediaManager service is running to performencryption and decryption of recordedinteractions.

Active/Passive

Debug EnableSecurity True to enable and False to disableencryption or decryption for a call.

Active/Passive

SecureDBUsername Secure database user name for encryptingand decrypting interactions. The user nameis harmonysec.

Active/Passive

SecureDBPassword Secure database password for encryptingand decrypting interactions.

Active/Passive

LogLevel Trace Active/Passive

IISServerHost Host name or IP address of the server whereIIS is installed.

Active/Passive

Table continues…

Configuration




WorkingDir Current working directory folder where therecorder stores interaction data.

Active/Passive

Server Ports IISServerPort 443 Active/Passive

StorageConfiguration

StoragePath Location to store non encrypted audio filesand screens. For example, D:\Voice.

Active/Passive

SecureStoragePath Location to store encrypted audio files andscreens. For example, D:\Secure.

Active/Passive

Messaging parametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.



AlertConfiguration


HTTPAlertsEnabled

True Active/Passive

AlertManagerIPAddress

IP address of the server on which the SysAdmin isinstalled.

Active/Passive

OceanaProvisioningConfiguration

DomainReplaceString

A dummy domain name for Call Center Elite onCommunication Manager deployments.

Active/Passive

UM_Core nat.apacheIP IP address where Apache is running for the ScreenCapture to connect to the Unified Messagingcomponent.

Active/Passive

proxyIP Host name or IP address where the web applicationserver is deployed.

Active/Passive

HarmonyRMSApplication

Harmony is the default value. For Desktop Monitorapplication, the value must be boffice.

Active/Passive

UM_Core_IP_Ports

MessagingServerIP

IP address where the Messaging service is running. Active/Passive

RecorderServerIP IP address where the recorder server is running tosend the Screen Login information to the recorder.

Active/Passive

EDServiceIPAddress

IP address where Media Manager is running toencrypt and decrypt screens.

Active/Passive

Table continues…





ScreenStorageIPAddress

IP address where Unified Messaging is running tomove the screens from the agent desktop to a localstorage drive.

Active/Passive

UM_Core_Scheduler

dtaNotifier Cron expression for the Desktop Monitorapplication. The default value is 0 0/1 * 1/1 * ?.

Note:

Ensure you change the value by replacing 1with another number. For example, 0 0/2 * 1/1* ?.

Active/Passive

UM_Core_Locations

uploadLocation Location for temporary storage of screen captureimages. For example D:\\voice\\screen orD:/voice/screen.

Active/Passive

logdumpLocation Log file dump location for the Screen Captureapplication. For example D:\\dump or D:/dump.

Active/Passive

Recorder ParametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.



Adapter Configuration DelayedExtendedCallInfo

True Active/Passive

UseCTIIntegration True Active/Passive

SaveCTICallIDInConnected

False Active/Passive

UpdateICMFromWrapUp

True Active/Passive

Alert Configuration AlertManagerPort 9495 Active/Passive



Active/Passive


Table continues…

Configuration




LogDatabaseQueries True Active/Passive

LogCTIOSKeepAliveMessages

True Active/Passive

LogCTIOSHTTPMessages

True Active/Passive

Recording DriveSelect Current working directory folder wherethe recorder stores interaction data.For example, D:\. .

Active/Passive

MaxNoOfLinesForRecording

Maximum number of lines that theRecorder records per station for anagent. The default value is 6. If thereare no multiple lines, configure thevalue as 1.

Active/Passive

VoiceIPAddress1 Vice NIC IP address for passiverecording and adapter server IPaddress in case of active recording.

RecorderPacketFilterString

(((ip proto TCP) and (((tcp port 2000 or5060)for SIP and SPAN recording.

(ip proto UDP))for CommunicationManager, AES, and IP Office, TAPI,and SPAN recording. This is thedefault value.

Active/Passive

AvayaIntegration False Active/Passive

RTCPProcessingEnabled

True for passive recording and Falsefor active recording.

Active/Passive

LoginAgentOnPhoneExtTableAdd

True for active recording and False forpassive recording.

Active/Passive

SpeakerSeparation False for active deployments and Truefor active deployments.

Active/Passive

UseTenantNameInVoiceCaseID

True Active/Passive

SIPRecording VoiceStreamRecordingEnabled


Active/Passive

Screen Capture ScreenCaptureEnabled True Active/Passive

SCUploadServerIPAddress

IP address of the Unified Messagingcomponent where the screen captureservice connects to upload screens.

Active/Passive

Table continues…





Silent Monitor PublicIPAddress IP address used for live monitoring asthe IP address of the server whererecorder is running.

Active/Passive

ApplicationServerIPAddress

IP address of the web applicationserver.

Active/Passive

AppServerPort 80 Active/Passive

Storage Configuration StorageServerIPAddress IP address of the server where therecorder is running to storeinteractions.

Active/Passive

StoragePath Location to store audio files. Forexample, D:\Voice.

Active/Passive

UnifiedMessaging ScreenCaptureProxyIPAddress

IP address of the Unified Messagingcomponent or screen capture proxy sothat the recorder can send all screencapture events.

Active/Passive

Configure dynamic parameters for Avaya Aura® ContactCenter deployments

Dynamic parameter configuration checklistNo. Task Reference Notes

1 Configure dynamic parameters forthe recorder.• For active recording, connect to an

AES adapter, an Avaya adapter,and an AACCNet adapter

See Configuringdynamic parameters forthe recorder onpage 125.

• For passive recording, connect toan AES adapter and an AACCNetadapter.

See Configuringdynamic parameters forthe recorder onpage 125.

• For on-demand recording, connectto Messaging adapter.

See Configuringdynamic parameters for

Table continues…

Configuration




the recorder onpage 125.

• For call encryption, connect toMedia Manager service.

See Configuringdynamic parameters forthe recorder onpage 125 .

2 Configure dynamic parameters foradapters.

See Configuringdynamic parameters forthe adapter onpage 127.

• For active recording, configure theAvaya adapter parameters.

See Avaya adapterparameters onpage 128.

• For the Messaging component toconnect to the Recorder, MediaManager, and the web application,configure dynamic parameters forMessaging.


Configuring dynamic parameters for the recorderAbout this taskUse this procedure to connect the recorder to an adapter or service. Based on the deployment,create multiple sets so that the recorder gets connected to the relevant adapters and services.You can configure specific parameters for an adapter or service.



3. Click the Dynamic tab.

4. In the Component field, select Recorder.5. Select the Dynamic Type as Adapter or Service.

6. In the Asset field, select an asset.

7. In the Node field, select a node.

8. In the No. of Sets field, type the number of sets you want to create.

9. Click Create Sets.

Configure dynamic parameters for Avaya Aura® Contact Center deployments



Configuration values for dynamic recorder parameterAdapter setsThe table below lists the three adapter sets you must create for the recorder to connect to AES adapter,Avaya adapter, and AACCNet adapter. For on-demand recording, create another adapter set for therecorder to connect to the Messaging component.

Parameter ValueComponent RecorderDynamic Type AdapterAsset Name of the server where the recorder is installedNode Name of the instance of the recorder installed on the selected

server or asset.No of Sets 4 for active recording and 3 for passive recording,Adapter Dynamic Set 1Name AES adapterServerAddress The IP address of the server where AES adapter is installed.ServerPort 33012Adapter Dynamic Set 2Name Avaya adapterServerAddress The IP address of the server where Avaya adapter is installed.ServerPort 34101ServerLocalPort 33333WebURLString /AvayaAdapter/MonitorSitesRecorderRequiestAdapter Dynamic Set 3Name AACCNet adapterServerAddress The IP address of the server where AACCNet adapter is installed.ServerPort 34301ServerLocalPort 33334WebURLString /AACCAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name Unified MessagingServerAddress The IP address of the server where the Unified Messaging

component is installed.ServerPort 33022

Service setsFor call encryption, create a service set for the recorder to connect to the Media Manager component.

Configuration



Parameter ValueComponent RecorderDynamic Type ServiceAsset Name of the server where the recorder is installedNode Name of the instance of the recorder installed on the selected

server or asset.No of Sets 1Service Dynamic Set 1Name Media ManagerServerAddress The IP address of the server where the Media Manager


Configuring dynamic parameters for the adapterAbout this taskUse this procedure to configure parameters that connect the adapter with the ACD or PBX server.For the Messaging component, configure dynamic parameters to connect to the Recorder, MediaManager, and the web application.




4. In the Component field, select the adapter for which you want to configure parameters..

The system populates the Dynamic Type based on the adapter you select.






Related linksAvaya adapter parameters on page 128Messaging parameters on page 129




Avaya adapter parametersName Descriptioncmapi.server_IP To configure the IP address of the server where

DMCC or the AES server is installed.cmapi.server_port To configure the non securable port number that is

used to communicate with DMCC service running inthe AES server. The default value is 4721.

cmapi.secure_server_port To configure the securable port number that is usedto communicate with DMCC service running in theAES server. The default value is 4722.

cmapi.username To configure the CTI username created forHarmony Workforce Optimization to integrate CTIwith DMCC service running in the AES server.

cmapi.password To configure the CTI user password created forHarmony Workforce Optimization to integrate CTIwith DMCC service running in the AES server.

cmapi.CallServer To register the device to Communication Manageror to do call control with a third party device. Thevalue to configure is cmsim.

TenantAlias To configure the tenant alias to which the Avayaadapter must be associated.

EnableRecordingWarnTone To configure the recording tone feature for a device.This feature is available only for active recording.

• True: The value to enable the recording tonefeature..

• False: The default value.BackupCallServer To configure the name of the Communication

Manager as configured in the AES backup serverBackupCallServerIP To configure the AES backup server IP address.BackupCMAPIUserName To configure the backup CTI username created for

Harmony Workforce Optimization to integrate CTIwith DMCC service running in the AES server.

BackupCMAPIPassword To configure the backup CTI user password createdfor Harmony Workforce Optimization to integrateCTI with DMCC service running in the AES server.

Related linksConfiguring dynamic parameters for the adapter on page 127

Configuration



Messaging parametersParameter DescriptionTenant To configure the tenant to which the Messaging

component must be associated.wrapupTime To configure the wrap up time for screens in

minutes.bandwidth To configure the bandwidth required for screen

upload. This parameter must be configured basedon what is configured for the maxPermitSizeparameter.

maxPermitSize To configure the maximum number of concurrentscreens to upload.

timeToUpload To configure the time to resume screen upload oncethe maximum size for screen upload is reached.

proxyIP To specify the host name or IP address of theserver where the web application is deployed. Youcan view screen captures while monitoring liveinteractions.

proxyPort To specify the port number where the webapplication server or Apache server is running.

proxyProtocol To specify the host protocol (http or https) where theweb application server or Apache server is installed.

EDServiceIPAddress To configure the IP address of the server whereMedia Manager is running to encrypt and decryptscreens.

EDServicePort To configure the port number for Media Manager.The default value is 33047.

RecorderServerIP To specify the IP address of the server where therecorder is running to send the Screen Logininformation to the recorder.

RecorderServerPort To configure the port number for recorder. Thedefault value is 33024.

SecondaryRecorders To specify the IP address of the server where thesecondary recorder is running.


Restarting the Harmony Workforce Optimization componentsProcedure

1. Log in to the server that hosts the web application components.




2. Click Start > Run > services.msc3. Right-click the component and click Restart.

Configure the node name for DNS deployments

Node name configuration checklistUse the following checklist when you change the IP address of servers in DNS deployments.


1 Stop all the Harmony WorkforceOptimization components.

See Stopping the HarmonyWorkforce Optimizationcomponents on page 130.

2 Change the node name forcomponents.

See Changing the nodename on page 130.

3 Start the Harmony WorkforceOptimization components.

SeeStarting the HarmonyWorkforce Optimizationcomponents on page 195.

Stopping the Harmony Workforce Optimization componentsProcedure

1. Log in to the server that hosts the Harmony Workforce Optimization components.

2. Click Start > Run > services.msc.

3. Right-click the component and click Stop.

Changing the node nameAbout this taskUse this procedure to change the node name in the ini file of the Harmony WorkforceOptimization components: Every component has a corresponding ini file named after thecomponent name. The ini file for the recorder is located at <Installation Path>\Harmony\Recorder\recorder.ini.

Procedure1. Log in to the server where the Harmony Workforce Optimization application is installed.

Configuration



2. Go to <Installation Path>\Harmony to view the component folders.

3. Go to the respective component folder to change the node name in the<component>.ini file for the following components:

• Recorder

• Log Manager

• Media Manager


• Packet Sniffer

• AES adapter

4. In the component folder, right-click the respective <component>.ini file.

5. Select Open with, and click Notepad.


• NodeName: Update the node name.


8. Go to <Installation Path>\Harmony\<component>\conf folder for the followingcomponents:

• Avaya adapter

• POM adapter (if you are using POM dialer)

9. Right-click the avayaadapter.properties file.





13. Go to <Installation Path>\Harmony\AACCAdapter folder.

14. In the component folder, right-click the AACCNetAdapterConfig.xml file.





18. Go to <Installation Path>\Harmony\UnifiedMessaging\wrapper\conf folder.

19. Right-click the wrapper.conf file.


Configure the node name for DNS deployments






Starting the Harmony Workforce Optimization componentsProcedure


2. Click Start > Run > services.msc3. Right-click the following components and click Restart:

• WebApp Service• Harmony WebProxy

Configuring component parametersAbout this taskEvery component has a corresponding service that starts and stops the processing of thecomponent. After installing Harmony Workforce Optimization, you must configure few mandatoryparameters for each of the components to start the service.





b. In the Asset field, select the asset you want to configure.

c. In the Node field, select the node you want to configure.



5. Click Save.


Configuration



Restarting the Harmony Workforce Optimization componentsProcedure



3. Right-click the component and click Restart.

Configuring voice multiplicity

Configuring Recorder parameters for voice multiplicityProcedure

1. Log in to SysAdmin .



a. In the Component field, select Recorder.b. In the Asset field, select the asset you want to configure.


4. In the Value column, configure the following parameters:

a. For MultiplicityEnabled parameter, type True.

b. For MaxNoOfContactInstancesForVoice parameter, type the number of contactinstances for voice transactions that you want an agent to handle concurrently.

The default value is 10.

c. For MaxNoOfContactInstancesForNonVoice parameter, type the number of contactinstances for nonvoice transactions that you want an agent to handle concurrently..


5. Click Save.


Configuring voice multiplicity



Configuring Avaya adapter parameters for voice multiplicityProcedure







4. In the Value column of the MultiplicityEnabled parameter, type True.

5. Click Save.


Configuring AES adapter parameters for voice multiplicityProcedure




a. In the Component field, select AES adapter.



4. In the Value column of the MaxNoOfContactInstances parameter, type the number ofcontact instances for voice transactions that you want an agent to handle concurrently.


5. Click Save.


Configuration



Configuring AACCNet adapter parameters for voice multiplicityProcedure




a. In the Component field, select AACCNet adapter.





b. For FirstContactInstanceForNonVoice parameter, type 11 if theMaxNoOfContactInstancesForNonVoice parameter in Recorder is set to 10.

c. For MaxNoOfContactInstancesForNonVoice parameter, type the number of contactinstances for nonvoice transactions that you want an agent to handle concurrently.


5. Click Save.


Configure trusted authentication

Trusted authentication supportHarmony Workforce Optimization supports trusted authentication where you can set up WindowsSingle Sign-On (SSO) with the Harmony Workforce Optimization web application.

Note:

Trusted authentication works only if you deploy Harmony Workforce Optimization and AD on afully qualified domain name (FQDN).

Prerequisites• Create one or more Harmony Workforce Optimization users that match with users in AD.• Add the created user to the local administrator.




• Create a service account in the AD domain.

ConfigurationsTo set up Windows SSO with the Harmony Workforce Optimization web application, ensure youconfigure the following:

• Create a Service Principal Name (SPN) for the FQDN and service account on the HarmonyWorkforce Optimization web application.

• Update the Harmony Workforce Optimization component services to run with the serviceaccount.

• Set up browser configurations for Internet Explorer (IE) and Chrome. The Microsoft Edgebrowser does not require any configurations for trusted authentication.

Note:The Firefox and Safari browsers do not support trusted authentication.

• Select the Enable Trusted Authentication check box in the General Settings page of theHarmony Workforce Optimization web application.

• Create one or more employee profiles in Harmony Workforce Optimization with the sameusername as configured in AD. For more information on how to create employee profiles, seethe Administering Harmony Workforce Optimization guide.

• Enable logging for trusted authentication to troubleshoot issues.

Creating a Service Principal Name (SPN)Procedure

1. Log in to the AD server as an administrator.

2. Click Start > Run > PowerShell3. Execute the following command:

setspn -A HTTP/<server-fqdn> <domain>\<user_account> where<server-dqdn> is the fully qualified domain name of the server that is used toaccess the Harmony Workforce Optimization application, <domain> is the domainname of the user account, and <usre_account> is the newly created user account.

Updating the Harmony Workforce Optimization componentservices

About this taskUse this procedure to update the Harmony Workforce Optimization component services to runwith the service account created in the AD domain.

Configuration



Procedure1. Click Start > Run.

2. In the Run window, type services.msc.

3. Click OK.

4. Right-click on any of the Harmony Workforce Optimization components and clickProperties.

5. In the new window, click Log On Tab.

6. Change the password to the local system administrator password, confirm the password,and click OK.

The system displays a dialog box with the following message: The account<username> has been granted the Log on as a service right.

7. Click OK.

Enabling Single Sign-On for Internet ExplorerProcedure

1. Open Internet Explorer.

2. Click Tools > Internet Options.

3. In the Internet Options window, click Security.

4. In the Zones section, select Local Intranet, and then click Sites.

5. In the Local Intranet window, click Advanced.

6. In the Websites section, type the FQDN, and then click Add.

7. In the Local Intranet window, click OK.

8. In the Internet Options window, click OK.

9. Close the browser.

Enabling Single Sign-On for Google ChromeProcedure

1. Open Google Chrome.

2. At the top right corner, click Customize and control Google Chrome > Settings.

3. In the Settings page, scroll down and click Advanced.

4. In the System section, click Open proxy settings.

The Internet Options window opens.




5. In the Internet Options window, click Security.

6. In the Zones section, select Local Intranet, and then click Sites.

7. In the Local Intranet window, click Advanced.

8. In the Websites section, type the FQDN, and then click Add.

9. In the Local Intranet window, click OK.

10. In the Internet Options window, click OK.

11. Close the browser.

Accessing the Harmony Workforce Optimization applicationProcedure

1. Open a compatible web browser on your computer.

Note:

The Firefox and Safari browsers do not support trusted authentication.

2. On the address bar of your browser, type https://<<FQDN>>:443/trustedauth/login?tenant=<<tenantalias>>, and click Enter.


4. Click Login.

Enabling logging for trusted authenticationAbout this taskUse this procedure to enable logging for trusted authentication. To troubleshoot issues, use theWebapp-Dev-Application log file located at <drive>:\Logs\Webapp-Dev-Application.log.

Procedure1. Go to INSTALLATION_DIR/Web/jetty/resources..

2. Right-click the log4j.properties file, select Open with, and click Notepad.

3. Type waffle.servlet.NegotiateSecurityFilter.level = FINE at the end ofthe page.

4. Click Save and close the file.

Configuration



Install and configure the Screen Capture and DesktopMonitor applications

OverviewScreen CaptureThe Messaging component acts like a proxy server and interacts directly with the recorder tocapture screens in Harmony Workforce Optimization. The Messaging component checks forbandwidth availability and accordingly processes screen requests.The benefits of implementing Messaging as a proxy server are:

• Reduces bandwidth issues and latency.• Increases processing speed.• Controls and checks for the bandwidth limit.

Note:The Screen Capture component stops capturing screens if the disk is full on the agentmachine. Even after you create some free disk space on the agent machine, screens getcaptured only when you restart the screen service.

Desktop MonitorDesktop Monitor is a client-server solution to capture and monitor employee desktops and identifythe quality of employees’ daily interactions. The solution provides access to customer informationfrom native and web-based applications. No additional programming or customization is required.Desktop Monitor operates in two modes:

• Monitoring mode: The mode running on desktops of employees who are attending to voiceand non-voice interactions in the contact center. This is the default mode.

• Learning mode: The mode installed on the supervisor or manager’s desktop for monitoringinteractions of employees. When Learning Console starts, the monitoring mode automaticallychanges to the learning mode.

Installing the Screen Capture applicationAbout this taskUse the procedure to install the Screen Capture application on a single agent machine. Theinstallation configures the Unified Messaging IP address for screen in the registry.

Before you beginEnsure that you uninstall previous Screen Capture files and delete all registry entries.

Install and configure the Screen Capture and Desktop Monitor applications



Procedure1. Click Harmony > Screen Capture located on the server that hosts the web application

components.

2. Run the HarmonyScreenCapture.exe file.

3. On the Welcome screen, click Next.4. On the License Agreement screen, select I accept the terms in the license agreement,

and then click Next.5. On the Required Information screen, configure the required fields.

6. Click Next.7. Click Install.

The system creates the Screen registry located on: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\KnoahSoft\Harmony\Screen and the Screen folder on C:\ProgramFiles (x86)\Harmony\Screen with the following files:

• Logs: The folder where screen capture logs are saved.

• ScreenCapture.pem: Key certificates

• Screen.exe: Service

• Screen.ini:

• ScreenCapture.exe: An application that captures desktop images.

• ScreenCapture.cerNext stepsStart the Screen Capture service.

Installing Screen Capture and Desktop Monitor applicationsAbout this taskUse the procedure to install the Screen Capture and Desktop Monitor (DTA) applications on asingle agent machine. The installation configures the Unified Messaging IP address for screen inthe registry and also creates browser add-ons automatically.

Before you beginEnsure that you uninstall previous Screen Capture files and delete all registry entries.


components.

2. Run the HarmonyScreenCapture.exe file.

Configuration



3. On the Welcome screen, click Next.4. On the License Agreement screen, select I accept the terms in the license agreement,

and then click Next.5. On the Required Information screen, click Advanced.

6. On the Advanced Information screen, configure the required fields.

7. Click Next.8. Click Install.

The system creates the Screen registry located on: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\KnoahSoft\Harmony\Screen and the Screen folder on C:\ProgramFiles (x86)\Harmony\Screen with the following files:

Note:

The below files are created only if you configure the Install DTA field as Yes in theAdvanced Information screen.

• Logs: The folder where screen capture logs are saved.

• AVAYADESKTOPAGENT.xpi: Browser add-ons for Chrome.

• [email protected]:

• ChromeNMH.exe: Browser add-ons for Chrome.

• DTAHlpr.exe: Native application support.

• DTAHook.dll: Native application add-on 32–bit support.

• DTAHook64.dll: Naive application add-ons 64–bit support.

• FireFoxNMH.exe: Browser add-ons for Firefox.

• HarmonyBHO.dll: Browser add-ons for IE 32–bit.

• HarmonyBHO64.dll: Browser add-ons for IE 64–bit.

• HarmonyDTA.crx: Browser add-on for Chrome.

• HarmonyDTA.pem: Browser add-on for Chrome.

• harmonydta.xml: Browser add-ons for Firefox.

• manifest.json: Browser support for Chrome.

• manifest-firefox.json: Browser support for Forefox.

• ScreenCapture.pem: Key certificates

• Screen.exe: Service

• Screen.ini:

• ScreenCapture.exe: An application that captures desktop images.




• ScreenCapture.cerNext stepsStart the Screen Capture service.

Screen Capture and Desktop Monitor field descriptionsName DescriptionInstallation Path The storage location for screens. The default path is C:\Program

Files (x86)\Harmony.

Primary IP Address/Hostname The primary IP address of the server where Unified Messagingcomponent is installed.

Secondary IP Address/Hostname The secondary IP address of the Unified Messaging server toconfigure high availability.

Tenant The tenant alias or tenant code as configured while creating thetenant. The default value is default.

Install DTA The option to install Desktop Monitor application or DTA. Theoptions are:

• No: The default value.

• Yes: The value to install DTA.User DomainRegistration Host The value to configure the registration host parameter is <Unified

Messaging Apache IP address>:<Apache port>.

Installing and configuring the Screen Capture application usingMSI packager

About this taskUse this procedure to install the Screen Capture and the Desktop Monitor (DTA) applications onmultiple agent machines.

Before you beginEnsure that you close all browsers such as Internet Explorer, Chrome, Firefox, and Citrix/Terminalservices.


components.

2. Copy the InstallScreenCaptureServiceOnDesktop.bat andHarmonyScreenCapture.msi to any drive on the agent machine.

Configuration



3. Open command prompt as an administrator and navigate to the drive where you haveplaced the InstallScreenCaptureServiceOnDesktop.bat andHarmonyScreenCapture.msi. For example, D:\HarmonyScreenCapture.msi.

4. Press Enter.

5. Run any one of the following commands:

• to configure parameters for the Screen Capture application and install the DesktopMonitor application or DTA.

• msiexec /i HarmonyScreenCapture.msi /qn /passiveCONNECTURL=<IP_ADDRESS> REGISTRATIONHOST="" TENANT=defaultUSER_DOMAIN="<@userdomain.com>" INSTALL_DTA=No INSTALLLEVEL=300ADDSOURCE="Screen" to configure parameters for the Screen Capture application.

Next stepsStart the Screen Capture service.

Verifying the Screen Capture application logsAbout this taskUse this procedure to verify if the database table is updated with relevant information afteruploading the Screen Capture application logs.

Procedure1. Click Start > SQL Server Management Studio on the server where the Harmony

Workforce Optimization database is installed.

2. Select the tenant database and click New Query.

3. Type the query, Select * from PROXY_SCREEN_RECON and click Execute.

4. Verify if the Proxy_Screen_Recon table is updated with the following columns:

• Proxy_Screen_Recon_Id: The ID generated by the database for indexing.

• Emp_Id: The employee id of the agent configured in the Employee table.

• Tenant: Tenant alias to which the agent belongs to.

• Source_File_Path: The location where screens are uploaded. For example, D:\Voice\Screens.

• Target_File_Path: The voice case ID path where screens must exist along with voicefiles.

• KS_Call_Identifier: The unique ID generated by the recorder for each call.

• Screen_Capture_File_Name: The file name format. For example, Scr_0.7z.

• Interval: The Interval between two screen captures.




• SC_End_At_Count: The total number of screens captured for a call.

• Status: A for action not completed and I for action completed.

• Execution_Type: B for failure to move files and execute queries. Q for successful filesmovement and query execution.

Uploading the Screen Capture application logsAbout this taskHarmony Workforce Optimization supports uploading of the Screen Capture application log filesfrom agent machine to the central storage feature.

ProcedureTo upload the log files, type the URL in your browser: http://IP address:port number/generalCommand?request=LOGDUMP&sNetworkId=username&uuId=userID&tokenEnabled=TRUE

Verifying the agent loginAbout this taskYou can view and verify agent login when the proxy server receives the agentDesktopLoginrequest. The request is sent when the screen capture component is started on an agent machineor when an agent logs in to his desktop.The request must contain the following parameters:

• Network_id• AgentMachineName• AgentMachineIP• appname• uuid• tenant• SessionID



2. Select the master database and click New Query.

3. Type the query, Select * from AGENT_SCREEN_LOGIN and click Execute.

Configuration



4. Verify if the proxy server has inserted a record in the Agent_Screen_Login table with thefollowing columns updated:

• Agent_Screen_Login_Id: A number generated for indexing.

• S_NetworkID: The desktop login user ID.

• UUID: Agent machine generated unique ID.

• Machine_IP: Agent machine IP address.

• Machine_Name: Agent machine name.

• Harmony_networkID: Network ID configured in the Employee table for this agent.

• Login_Time: Agent login time into the desktop.

• Login_Status: S for a successful login and F for a failed login.

• Var1 to var5: For future usage.

• Status: A for active and I for Inactive.

The proxy server must send a response back to the screen with upload port details andsilent monitor details.

Uninstalling the Screen Capture and Desktop Monitorapplications

About this taskYou can run the HarmonyScreenCapture.exe to do the following tasks:

• Modify: To view the already installed features selected by default. You can select the featuresthat you want to install and clear the check box to uninstall the features.

• Remove: To uninstall the Screen Capture and Desktop Monitor (DTA) applications.

Procedure1. Right-click HarmonyScreenCapture.exe and click Run as Administrator.2. Click Next.3. On the Program Maintenance window, select Modify to manage the features that you want

to install or uninstall and click Next .4. On the Custom Setup window, select the features that you want to install or uninstall and

click Next .5. On the Ready to Modify the Program window, click Modify depending on what you want to

do.

6. Click Finish.

7. On the Program Maintenance window, select Remove to uninstall the Screen Captureapplication.




8. On the Remove the Program window, click Remove.

9. Click Finish.

Configuring Screen Capture parametersAbout this taskUse this procedure to configure Screen Capture parameters in Recorder and Messagingcomponents.




a. In the Component field, click Recorder to configure Screen Capture parameters inRecorder.

b. In the Component field, click Messaging to configure Screen Capture parameters inMessaging.

c. In the Asset field, select the asset on which you want to configure high availability.

d. In the Node field, select the node on which you want to configure high availability.

4. In the Value column, click to type the values for Screen Capture parameters.

5. Click Save.


Related linksScreen Capture parameters on page 146

Screen Capture parametersRecorder parametersUse the procedure Configuring component parameters to select the Recorder component and usethe table below to configure parameters for Screen Capture.

Parameter DescriptionScreenCaptureScreenCaptureEnabled To enable screen capture. The options are:

• True: The value to enable screen capture of agentdesktop.

Table continues…

Configuration



Parameter Description• False: The default value.

Agent Screen Desktop ConfigMaxNoOfScreenCapturesPerCall To configure the maximum number of screenshots

to be captured for a single interaction. The defaultvalue is 1000.

EnableLeanPeriodForScreenUpload To enable screen upload from agent desktop duringlean period. The options are:

• True: The value to enable screen upload duringlean period. The Screen Capture applicationuploads screens to the Messaging componentbased on the configured lean period start andstop time.

• False: The default value. The value to disablescreen upload during lean period. The ScreenCapture application uploads screens to theMessaging component at the end of everyinteraction.

LeanPeriodStartTimeForScreenUpload To configure the screen upload start time fromagent desktop in hh:mm format if theEnableLeanPeriodForScreenUpload parameter isset to True. The Screen Capture applicationuploads screens to the Messaging components atthe specified lean period start time.

LeanPeriodStopTimeForScreenUpload To configure the screen upload stop time from agentdesktop in hh:mm format if theEnableLeanPeriodForScreenUpload parameter isset to True. The Screen Capture application stopsuploading screens to the Messaging components atthe specified lean period stop time.

CompressionLevelForScreenCapture To define the compression level for screens where 0stands for minimum compression level and 9 standsfor maximum compression level.. The default valueis 5.

ScreenCaptureMode To configure the capture modes for screens. Theoptions are:

• Desktop: Captures the entire desktop. The defaultvalue.

• ActiveWindow: Captures the application orwindow that is active.

• Primary: Captures the entire desktop of theprimary monitor when there are dual monitors.

Table continues…




Parameter Description• ActiveMonitor: Captures the entire desktop of the

monitor that is active (on which the cursor moves)amongst the dual monitors.

NoOfLogicalCPUForScreenCompression To configure the number of logical CPUs that 7zuses to generate the compressed file. 0 stands forusage of all logical CPUs. The default value is 2.

Messaging parametersUse the procedure Configuring component parameters to select the Messaging component anduse the table below to configure parameters for Screen Capture.

Parameter DescriptionUM_COREHandleLeanPeriodInMessaging To configure if the lean period configuration for

screens in Recorder must be considered by theMessaging component. The options are:

• True: The value for the Messaging component toconsider the lean period configured in Recorder.The Screen Capture application uploads screensto the Messaging component based on theconfigured lean period start and stop time.

• False: The default value.

The value to configure when you do not want theMessaging component to consider the lean periodconfiguration for screens in Recorder. If theScreen Capture application is of a version olderthan 5.2.2, ensure that you configure thisparameter as False. The Screen Captureapplication uploads screens to the Messagingcomponent at the end of every interaction.

Related linksConfiguring Screen Capture parameters on page 146

Configure the Desktop Monitor applicationConfiguring resource files

About this taskUse this procedure to configure resource files so that the spy icon captures the required valuesyou specify while configuring the Learning Console.

Configuration



Procedure1. Create a folder manually on the server where the database is installed.

Give an appropriate name to the folder. For example, Desktop Monitor.

2. In the folder that you create, add a dummy xml file by saving a text file with .xml extension.

3. Copy the resource files from the LearningResource folder and place them in the folderthat you create in step 1.

Note:

Contact Avaya Professional Services team for the LearningResource folder.

4. Click Start > SQL Server Management Studio on the server where the HarmonyWorkforce Optimization database is installed.


6. Type the query, Insert into DTA_Projects (Name,Project_UUID,RESOURCE_TYPE,CREATE_BY,CREATE_DATE,Data) values('LearningProject1', 'LearningProject1','xml',1,getutcdate() ,(select BulkColumn From Openrowset(Bulk 'E:\DTA\LearningProject1.xml', Single_Blob) As Img)) and click Execute.

The query inserts the project XML file in the DTA_Projects table.

7. Type the query, Insert into DTA_PROJECTS_RESOURCES (Dta_Projects_Id,Name, Resource_UUID, Resource_Type,CREATE_BY,CREATE_DATE, Data)values (1,'LearningResource1', '1B8EE20F-EA5D-42FC-A465-C57174EE2F44','js',1,getutcdate() ,(select BulkColumn FromOpenrowset(Bulk 'E:\DTA\1B8EE20F-EA5D-42FC-A465-C57174EE2F44.js',Single_Blob) As Img)) and click Execute.

The query inserts the resource files in the DTA_Projects_Resources table.

8. Type the query, Insert into DTA_PROJECTS_USER_ACCESS (Dta_Projects_Id,EMP_ID,STATUS,CREATE_DATE,CREATE_BY) values(1,4,'A',GETUTCDATE(),1)and click Execute.

The query inserts the agent details such as employee ID in theDTA_Projects_User_Access table.

Installing Learning ConsoleAbout this taskThe supervisor must install Learning Console and create projects to configure data points such asapplications, web pages, windows, or screens. Using projects, the supervisor defines what mustbe captured and pushed to all agent desktop machines.

Procedure1. Extract the Learning Console.zip file onto a folder in your local drive.




2. In the LearningConsole folder, double-click the LearningConsole.exe file.

The Desktop Monitor installation folder contains the following files:

• ScreenCaptureMSIPackager.msi: File that installs home agent screen.

• Learning Console: Folder that contains the executable file to install the learningconsole.

• Script Generator: Folder that contains the script generator.

• Learning Resource: Folder that contains two learning scripts namely 1B8EE20F-EA5D-42FC-A465-C57174EE2F44.js and 2C9FF31G-FB6E-53GD-B576-D68285FF3E55.js

• DB Scripts: Folder that contains database scripts.

• ReadMe.txt: ReadMe text file.

Running the script generatorAbout this taskAfter you install and configure the Learning Console, the Learning Console processes the dataand generates XML files. However, you need to copy the XML project files into the resourcegenerator to generate project resource files. You must then manually insert project resource filesinto the database using SQL queries.

Note:• Before generating script files, ensure you place the Java security fileslocal_policy.jar and US_export_policy.jar on the supervisor machine at%JAVA_HOME%\jre\lib\security folder.

• The script generator does not support Java version jdk-7u65 windows-x86.

Before you beginInstall and configure the Learning Console by creating one or more projects. For more informationabout how to create projects, see Using Harmony Workforce Optimization

Procedure1. Go to the Script Generator folder located in the Desktop Monitor installation folder,

right-click the ScriptGenerator.bat file, and select Edit.

2. In the ScriptGenerator.bat file, after java- jar ScriptGenerator. Jar, enterthe names of xml files generated by the Learning Console and save it.

3. Double-click the same ScriptGenerator.bat file.

In the ScriptGenerator.bat file, the system creates xml folders with js files. The scriptgenerator generates one js file for one single native application and two js files for singledocument in the web application.

4. Copy the resource files (js) and the XML project and place them in the folder you createdmanually on the server where the database that is connected to Unified Messagingcomponent is running.

Configuration



5. Click Start > SQL Server Management Studio on the server where the HarmonyWorkforce Optimization database is installed.


7. Type the query, select * from DTA_Projects --Insert into DTA_Projects(Name, Project_UUID,RESOURCE_TYPE,create_by,CREATE_DATE,Data)values ('abc_reg', 'abc(6D7667EA284E4810BD0B196534BC8634)','xml',1,getutcdate() ,(select BulkColumn From Openrowset(Bulk 'E:\DTA\abc(6D7667EA284E4810BD0B196534BC8634).xml', Single_Blob) As Img))and click Execute.

The query inserts the project XML file in the DTA_Projects table.

8. Type the query, select * from DTA_PROJECTS_RESOURCES ---Insert intoDTA_PROJECTS_RESOURCES (Dta_Projects_Id, Name, Resource_UUID,Resource_Type,CREATE_BY,CREATE_DATE, Data) values (82,'abc','04F554E7D0F042099C18B4D662718B1E','js',1,getutcdate() ,(selectBulkColumn From Openrowset(Bulk 'E:\DTA\abc(6D7667EA284E4810BD0B196534BC8634).xml_\04F554E7D0F042099C18B4D662718B1E.js', Single_Blob) As Img)) and clickExecute.

The query inserts the resource files in the DTA_Projects_Resources table.

9. Type the query, select * from DTA_PROJECTS_USER_ACCESS --Insert intoDTA_PROJECTS_USER_ACCESS (Dta_Projects_Id,EMP_ID,STATUS,CREATE_DATE,CREATE_BY) values(82,3,'A',GETUTCDATE(),1) and click Execute.

The query inserts the agent details such as employee ID in theDTA_Projects_User_Access table. The query assigns a project to any agent with employeeID and project ID.

Install the Screen Capture application on a terminalservice server

Installing the Screen Capture application using the command linemethod

About this taskUse this procedure to install the Screen Capture applications on a terminal services server. Whenyou install an application in Install Mode, the HKEY_CURRENT_USER information is primarilywritten to the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT

Install the Screen Capture application on a terminal service server



\CurrentVersion\Terminal Server\Install. This registry key information is thencirculated to HKEY_CURRENT_USER for each user when they log in to the terminal server.

Procedure1. Log in to the terminal service server.

2. Open command prompt as an administrator and type change user /install and pressEnter.

The system displays the following message: User session is ready to installapplication.

3. Navigate to Harmony > Screen Capture and type AWFOSScreenCapture.exe -i.4. Type change user /execute and press Enter to place the server back to the execute

mode.

Ensure that the data folder located at C:\ProgramData\Avaya\Data has read and writepermission.

Uninstalling the Screen Capture application using the commandline method

Before you beginEnsure that you stop the Screen Capture service.

Procedure1. Log on to the terminal service server.

2. Open command prompt as an administrator and type change user /install and pressEnter.

The system displays the following message: User session is ready to installapplication.

3. Navigate to Harmony > Screen Capture and type AWFOSScreenCapture.exe -u.

4. Type change user /execute and press Enter to place the server back to the executemode.

Installing the Screen Capture application using the GUI methodProcedure

1. Click Harmony > Screen Capture located on the server that hosts the web applicationcomponents.

2. Copy the HarmonyScreenCapture.msi to any drive on the agent machine.

Configuration



3. Click Start > Control Panel > Install Application on Remote Desktop.

4. Click Next and then click Browse to select HarmonyScreenCapture.msi.

5. Click Next to proceed with the installation.

6. Click Finish.

Uninstalling the Screen Capture application using the GUI methodBefore you beginEnsure that you stop the Screen Capture service.


components.

2. Copy the HarmonyScreenCapture.msi to any drive on the agent machine.

3. Click Start > Control Panel > Install Application on Remote Desktop.

4. Click Next and then click Browse to select HarmonyScreenCapture.msi.

5. Click Next to uninstall the application.

6. Click Finish.

LimitationsAvaya Aura® Contact Center on Communication Manager deployment limitations

• Call recording does not work for any SIP phones as the phone IP address is not available forpassive recording. As a workaround, you must configure a second recorder instance on thesame recorder server for SIP based recording.

• High availability fails when there is a network disconnection for AES and Avaya Aura®

Contact Center servers. The standby secondary server does not become active automaticallywhen the active primary server is down.

• In multiple transfer and conference scenarios, calls are not stitched together because theICM_ENTERPRISE ID appears different for agent and supervisor calls.

• When Avaya adapter loses connection with Device Media Call Control (DMCC) during a livecall and regains connection, the recording tone that was previously heard is not heardanymore for the live call. This happens in active recording in single step conference.

• With multiplicity, calls are not getting recorded for more than forty agents.• If you modify or remove an extension in the Harmony Workforce Optimization application, the

Avaya adapter DebugServlet retains the stale entry of the extension until the cleanup task isexecuted in the background. The task is usually executed in 30 minutes.

Limitations



• Beep tone once enabled for an extension, is heard even if an interaction is not recorded.

Installer limitations• When you uninstall the Harmony Workforce Optimization application, the log manager

component is not removed from services.msc and appears as running in disabled state.

Harmony Workforce Optimization component limitations• The Harmony Workforce Optimization components do not send email alert messages when

the connection to the database is lost. However, the components send SNMP traps.• When you disable and enable the data NIC on a server, you must restart all Harmony

Workforce Optimization components running on that server.• Harmony Workforce Optimization supports only 40 characters for interaction metadata

values. If an automatic call distribution (ACD) or a customer relationship management (CRM)system sends values more than 40 characters, the values will be truncated to 40 characters.

• Harmony Workforce Optimization does not record supervisor calls (voice or non-voice) whenthe coaching, intrusion, whisper, or barge feature is enabled for an agent.

• When a new tenant is created or an existing tenant is marked as default in SysAdmin, thewebapp service takes 5 minutes to load the tenant. Ensure that you wait for 5 minutes if youwant to log in to the application without the tenant alias.

• After you apply the latest Windows patches, sometimes, Internet Explorer fails to play audiofor live interactions. As a workaround, refresh the Live Monitoring playback window.

• When any ACD or PBX becomes non-functional or is restarted, the respective HarmonyWorkforce Optimization adapters must be restarted after the ACD or PBX becomesfunctional.

• Voice drive is not created in a multibox deployment, where you install web application,SysAdmin, and database on one box and Harmony Workforce Optimization components onanother box. As a workaround, you must manually create a voice drive on the server onwhich the Harmony Workforce Optimization components is installed.

Configuration



Chapter 9: Administration

Administration checklistNo. Task Reference Notes

1 Change the password for all thecomponents. Use the password that youuse to log in to web application.

See Settingpasswords forservices.msccomponents onpage 156.

2 Refresh and then restart the webservices.

See Restarting theHarmony WorkforceOptimizationcomponents onpage 133.

3 Start the web application using thefollowing URL: https://<HOSTNAME or IPaddress>/. Log in with the credentials ofa user created during tenant creation andperform the following:

• Configure data partition if required.

• Add organization, organization units,sites, departments, and designations.

• Upload employee data manually or byusing an excel spreadsheet.

• Assign supervisors to agents oremployees.

• Configure agent ID, extension, deviceID, or line instance for employees.

• Cross check group access forsupervisors and managers.

• Enable settings for voice and screencapture for agents.

• Configure user and report privileges forthe respective designations.

For moreinformation, seeAdministeringHarmony WorkforceOptimization.



Setting passwords for services.msc componentsAbout this taskUse this procedure to change the password for all the components for windows authenticationbased installation.

Procedure1. Click Start > Run.

2. In the Run window, type services.msc.

3. Click OK.

4. Right-click on any of the Harmony Workforce Optimization components and clickProperties.

5. In the new window, click Log On Tab.

6. Change the password to the local system administrator password, confirm the password,and click OK.

The system displays a dialog box with the following message: The account<username> has been granted the Log on as a service right.

7. Click OK.

Starting the Harmony Workforce Optimization webapplication

About this taskAfter the installation, you can start the Harmony Workforce Optimization web application and log inas the administrator.

Procedure1. Log in to the server hosting the web application component.

2. Click Start > Run > services.msc > WebApp Service > Start.3. When the service starts, enter the following URL in your browser: http://

<WebServerIP>/ , where server name is the Harmony Workforce Optimization webapplication host server system name or IP address.

4. Log in with the following credentials:

• UserID• Password

Administration



Use the login credentials of the tenant user you created in SysAdmin. See:Adding users onpage 106.

5. Change the password after you log in for the first time.

Maintenance

Backup and restoreBackup and restore is an important maintenance activity that you must perform on a regular basisas a precautionary measure. Take a backup of the server and the database so that, in case of anyfailure, you can revert to the original state using the restoration procedures.

For the Harmony Workforce Optimization application, you can take a complete backup of theserver as an image using external tools. You can also take an image of the server in case theserver is hosted on virtual machines. Apart from the database, also back up the following folders:

• WFO Home: Contains the master database properties, Avaya WebLM configurationproperties, and mail configuration properties.

• Voice: Contains recorded voice and screen files.

• VoiceData: Contains sniffer files.

• Logs: Contains log files that record the event occurrence during a software or productruntime.

Taking a backup of the server dataAbout this taskUse this procedure to take a backup of the data that exists on the server where the webapplication is installed. For multiserver installations, take a backup of the data that exists on theweb application server and the recorder server.

Before you beginStop the services of all components. Stop the Process Checklist service first. Otherwise, theProcess Checklist service restarts other services when it finds a service in a stopped state.

Procedure1. In the Harmony Workforce Optimization web application server, copy the following folders

to take a backup:

• WFO_Home folder located at C:\WFO_Home by default. Avaya recommends that youinstall this folder on E:\ drive so that there is no conflict with the installation directory.

Maintenance



• Working directory folder located at C:\<Working_Directory> by default. Avayarecommends that you install this folder on E:\ drive.

• Registry key located at HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Avaya.

• Logs folder located at C:\Logs by default. Avaya recommends that you install thisfolder on E:\ drive as logs can occupy a lot of space.

2. In the Harmony Workforce Optimization Recorder server, copy the following folders to takea backup:

• WFO_Home folder located at C:\WFO_Home by default. Avaya recommends that youinstall this folder on E:\ drive so that there is no conflict with the installation directoryand voice directory.

• Working directory folder located at C:\<Working_Directory> by default. Avayarecommends that you install this folder on E:\ drive.

• Registry key located at HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Avaya.

• Voice folder from the drive you specified during installation.

• VoiceData folder from the drive you specified for Voice folder during installation.

• Logs folder located at C:\Logs by default. Avaya recommends that you install thisfolder on E:\ drive as logs can occupy a lot of space.

Restoring the dataAbout this taskUse this procedure to restore the data on the server with the same IP address.

Before you begin• Install the same operating system with the same version (64 bit) on the new server.• Maintain the same partitions with the same drives.• Install the same version of the database.• Install all third-party software.• Uninstall the Harmony Workforce Optimization application in case there is an existing version

and reinstall the Harmony Workforce Optimization application. While reinstalling, use thesame drives and folder names that is used for the previous installation.

Procedure1. Stop the Harmony Workforce Optimization services.

a. Log in to the server that hosts the Harmony Workforce Optimization components.

b. Click Start > Run > services.msc.

c. Right-click the component and click Stop..

Administration



2. Restore the WFO_Home folder at C:\WFO_Home or E:\WFO_Home3. Restore the working directory folder at C:\<Working_Directory> or E:

\<Working_Directory>.

4. Restore the registry key located at HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Avaya

5. Restore the Voice folder on the drive you specified during installation.

6. Restore the VoiceData folder on the drive you specified during installation.

7. Restore the Logs folder at C:\Logs or E:\Logs.

8. Start the Harmony Workforce Optimization services.

Taking a backup of the database filesAbout this taskUse this procedure to take a complete backup of the master database of the Harmony WorkforceOptimization application and the tenant database during a lean period. Store the backup files on aserver that is different from the location where SQL is running.

Procedure1. Click Start > SQL Management Studio on the server where the Harmony Workforce

Optimization database is installed.

2. Login using sa credentials.

3. Select the master database of Harmony Workforce Optimization and right-click Tasks >Back Up.

4. Select Backup type as FULL, click Options in the left pane, and select the Overwriteoption, and select the Verify option if you want the system to check for database backupcompletion.

5. Click Add to add the location and the name of the backup file.

6. Enter a file name with .bak extension and date and time stamp it for future reference.

7. Click OK to close the screen.

8. Click OK to start the database backup process and click Stop action now to terminate thebackup process.

The Progress pane indicates the percentage of completion. After the backup is complete, amessage indicating successful backup is displayed.

9. Repeat Step 1 to Step 8 to take a backup of the tenant database.

Note:

For Step 3, select the tenant database instead of the master database of HarmonyWorkforce Optimization.

Maintenance



Restoring the database filesAbout this taskUse this procedure to restore the master database files or the tenant database files therebyensuring database recovery.

Before you beginBefore you restore either the master database of Harmony Workforce Optimization or the tenantdatabase, delete the existing database that you want to restore.



2. Select the master database of Harmony Workforce Optimization and right-click Delete.

3. To restore the tenant database, select the tenant database and right-click Delete.

4. Select Databases and right-click Restore.

5. In the Restore Database dialog box, use the Source section to specify the source andlocation of the backup sets to be restored.

6. Select Database to restore the database from the list of backed up files.

In the Destination section, the Database field is populated with the name of the databaseto be restored.

7. In the Backup sets to restore grid, select the backup files to be restored.

8. Click OK.

Running the installer in maintenance modeAbout this taskYou can run the installer in maintenance mode on the server where Harmony WorkforceOptimization is installed to do the following tasks:

• Modify: To view the already installed features selected by default. You can select the featuresthat you want to install and clear the check box to uninstall the features.

• Remove: To uninstall the Harmony Workforce Optimization product completely.

Procedure1. Right-click Harmony_5_2_2.exe and click Run as Administrator.2. Click Next.3. On the Program Maintenance window, select Modify to manage the features that you want

to install or uninstall and click Next .

Administration



4. On the Custom Setup window, select the features that you want to install or uninstall andclick Next .

5. On the Ready to Modify the Program window, click Install or Uninstall depending on whatyou want to do.

6. On the Program Maintenance window, select Remove to uninstall the product.

7. On the Ready to Remove the Program window, click Uninstall.

Server maintenance activitiesProperties Maintenance activitySize Monitor the available, free, and utilized disc space.

Ensure that enough disc space is available forstorage based on the storage calculation done andshared by the Harmony Workforce Optimizationteam.

Defragmentation Monitor disc defragmentation regularly. In case ofan alarm, coordinate with the server team andinform the Harmony Workforce Optimization teamabout the defragmentation date and time.

Network connections Monitor the Network Interface Cards (NIC) regularly.In case of any issues, report to the server team torectify faults and inform the Harmony WorkforceOptimization support team.

NIC drivers Monitor NIC drivers regularly and in case of anyissues, report to the server team to rectify faults.Also inform the Harmony Workforce Optimizationsupport team.

Windows patches Push to the server only the updated patches thatthe Harmony Workforce Optimization team shares.Do not push anything else to the server. Turn offautomatic updates on the servers.

Page file Perform Page file 1.5 times to the physical RAMand on a non-OS drive.

Memory Monitor the memory utilization and keep respectiveteams updated in case of any issues. In case ofhigh memory utilization on the server, take asnapshot of the processes that are utilizing hugememory and share it with the Harmony WorkforceOptimization support team for further analysis.

The Harmony Workforce Optimization services thatcause memory utilization fluctuations are SQL

Table continues…

Maintenance



Properties Maintenance activityserver, G729Generator, Storage Manager, VoiceCall Analyzer, and Java.

CPU utilization Monitor the CPU utilization and ensure that youkeep respective teams updated in case of anyissues. In case of high CPU utilization on the server,take a snapshot of the processes that are utilizingthe CPU and share it with the Harmony WorkforceOptimization support team for further analysis.Check with the server team to know HarmonyWorkforce Optimization components with highmemory utilization .

Disc I/O Monitor the disk input and output, and if anyprocess or component is taking up more disc I/O,reach out to the Harmony Workforce Optimizationsupport team for further action .

Archiver files Delete calls from the archived location after youarchive and take a backup of all the calls on a tapedrive. In case of a call play back request, you canrestore the same from the media name folder.

Server upgrade Inform the Harmony Workforce Optimization teamat least 3 weeks in advance about server upgrades.Get confirmation from the Harmony WorkforceOptimization team on all the certified patches andcompatibility before you plan the activity.

SAN Check the connections between SAN drives and theHarmony Workforce Optimization servers, and ifyou have storage on the SAN drives, ensure thatthe calls are accessible.

Database maintenance activitiesMaintenance activity DescriptionChecking size Check the size of the MDF and LDF files.Indexing Ensure that you perform indexing on all the tables

for better performance of the web application.MDF/LDF Ensure that the MDF and LDF files are in different

drives for better performance of the web applicationand database.

Sharing log files Keep the database in simple mode and then shrinkthe log file if it is large.

Table continues…

Administration



Maintenance activity DescriptionDatabase defragmentation Perform defragmentation on all the tables with 70%

fragmentation based on the fragmentation % on theindexes of the tables.

Percentage size increase from last backup Monitor the growth of the database size periodically.In case of any abnormal growth in the databasesize, inform the Harmony Workforce Optimizationsupport team.

Component maintenance activitiesEnsure that all the Harmony Workforce Optimization component services and adapter services areset to automatic.

Considerations Maintenance activityProxy Apache Ensure that Apache is running and check if you are

able to use the proxy URL to access the webapplication. Enable rotate logs for Apache so thatthe logs are split into multiple files rather thancreating a single huge file.

Order of services to start Ensure that you start or stop the Process checklistservice first as it monitors the services and starts allthe services that are not running.

Infrastructure maintenance activitiesProperties Maintenance activityPorts Ensure that all the ports shared by the Harmony

Workforce Optimization team are open.Firewall Ensure that no ports related to the Harmony

Workforce Optimization team are blocked on thefirewall. In case of any maintenance or changes atthe firewall level, inform the Harmony WorkforceOptimization support team to validate thefunctionality post change or maintenance.

Switches Ensure that all the switches are connected to theservers. In case of any planned or unplannedactivity, post the activity, validate the progress onrecordings, call retrieval, and play back on theservers to make sure the functionality is intact.

Routers Inform the Harmony Workforce Optimizationsupport team about any planned activity. Validate

Table continues…

Maintenance



Properties Maintenance activityand ensure that the Harmony WorkforceOptimization functionality is intact after planned orunplanned activities.

VLAN Notify the changes in VLAN to the HarmonyWorkforce Optimization support team to assess theimpact on recordings and application performance.Inform the Harmony Workforce Optimization teamat least one week in advance about the plannedactivities.

IP changes Notify the changes in the IP address of the serversto the Harmony Workforce Optimization supportteam to assess the impact on recordings andapplication performance. Inform the HarmonyWorkforce Optimization team at least one week inadvance about the planned activities.

DNS Notify changes in DNS to the Harmony WorkforceOptimization support team to assess the impact onrecordings and application performance. Inform theHarmony Workforce Optimization team at least oneweek in advance about the planned activities.

QOS Quality of Service (QOS) is a major issue in VOIPimplementations. The issue is about how toguarantee packet traffic for voice or other mediaconnection to avoid delay or drop caused due tointerference from other lower priority traffic.

Consider the following:

• Latency: Delay of packet delivery.

• Jitter: Variations in delay of packet delivery.

• Packet Loss: Heavy network traffic causingnetwork to drop packets.

• Burstiness of Loss and Jitter: Loss and discards inbursts.

Group policy Notify the change in group policy for InternetExplorer on supervisor machines, group policy ofservers, users, and agent’s desktops to theHarmony Workforce Optimization support team toassess the impact of Harmony WorkforceOptimization functionality.

Security Notify any change in the security patches on theserver to the Harmony Workforce Optimizationteam. Ensure that you install only the certified list ofsecurity patches on the servers.

Table continues…

Administration



Properties Maintenance activityCommunication Manager upgrade (environmentspecific)

Notify Call manager, AES, IP Office upgrades to theHarmony Workforce Optimization support team tovalidate the impacts of the upgrade and to ensurethat the production is smooth without any issues.Inform the Harmony Workforce Optimization teamat least two weeks in advance about the scheduledactivities.

Gateway Notify the changes in gateway to the HarmonyWorkforce Optimization support team to ensure allcalls are recorded. Inform the Harmony WorkforceOptimization team at least two weeks in advanceabout the planned activities.

Access credentials For user account with administrator privileges,provide password without expiry to the HarmonyWorkforce Optimization support team. In case ofany change in the password, reach out to theHarmony Workforce Optimization support team.

Server restart maintenance activitiesConsiderations Maintenance activityOrder of services to stop or start after reboot Stop the Process Checklist service and all other

Harmony Workforce Optimization services andensure that all the services are set to manual ordisabled mode before you reboot or shut down theserver. After the server is functional, start all otherservices first and then start the Process Checklistservice.

Ensure that you run the Avaya Debug Servlet tocheck the recorder role and if the recorder service isrunning.

Check map drive status Check the map drive status, and in case of anyfailures, check the respective component logs andtake necessary action with the server team. Informthe Harmony Workforce Optimization support teamin case of failure.

Maintenance



Certificate management

Replacing self-signed certificates with CA-signed SSL certificatesAbout this taskUse this procedure to replace the self-signed Harmony Workforce Optimization certificate with aCA-signed SSL certificate.

Procedure1. Log in to the server that hosts the web application components.


3. Right-click the Harmony WebProxy service and click Stop.

4. Copy the SSL key file to the Apache installation folder located at the installation path youspecify during installation. For example, C:\Harmony\Apache24\conf\ssl.key\.

5. Copy the CA-signed certificate file to the Apache installation folder located at theinstallation path you specify during installation. For example, C:\Harmony\Apache24\conf\ssl.crt\.

6. Right-click the httpd-ssl.conf file located at the installation path in the extra folder.For example, C:\Harmony\Apache24\conf\extra.

7. Click Edit with Notepad ++.

8. Search for /conf/ssl.crt/server.crt.

9. Replace server.crt with the name of the CA-signed certificate file.

10. Search for /conf/ssl.key/server.key.

11. Replace server.key with the name of the SSL key file.


13. Restart the Harmony WebProxy service.

Next stepsOpen the Harmony Workforce Optimization application on a web browser using the URL:http://<IPAddress>/ depending on the server configuration. The URL automatically getsredirected to https://<hostname>/.

Administration



Chapter 10: Post installation verification

System verification checklistNo. Tasks Reference

1 Start the SysAdmin service. See Starting the SysAdmin service onpage 167.

2 Access the SysAdmin URL.3 Start the web application service. See Starting the web application service on

page 168.4 Access the web application URL. See Logging on to Harmony Workforce

Optimization on page 168.5 Verify the log files of the following

components:• Log manager See Log Manager log messages on

page 170.• Media manager See Media Manager log messages on

page 170.• Messaging See Messaging log messages on page 170.• Process checklist See Process Checklist log messages on

page 171.• Packet sniffer See Packet Sniffer log messages on

page 171.• Recorder See Recorder log messages on page 172.

Starting the SysAdmin serviceProcedure



3. Right-click SysAdmin Service and click Restart.



Logging on to SysAdminAbout this taskBefore you login into the SysAdmin application for the first time, ensure you clear the browsercache.

Procedure1. Open a compatible web browser on your computer.

2. Type the IP address of SysAdmin server in the standard dotted-decimal notation.

For example, http://<ServerIP>/sysadmin where server IP is the IP address of theserver where the web application is installed.


4. Click Login.

Starting the web application serviceAbout this taskVerify that the Harmony Workforce Optimization instance is installed in your system.



3. Right click WebApp Service and click Restart.

Logging on to Harmony Workforce OptimizationProcedure

1. Open a compatible web browser on your computer.

2. Depending on the server configuration, type one of the following:

• The unique IP address of the Harmony Workforce Optimization server in the standarddotted-decimal notation.

For example, http://<IPAddress>, where <IPAddress> is the unique IP address of theHarmony Workforce Optimization server.

• The unique host name of the Harmony Workforce Optimization server.

Post installation verification



For example, http://<FQDN>, where <FQDN> is the domain name of the HarmonyWorkforce Optimization server.

You can now log in to the Harmony Workforce Optimization application.

3. Type the user name and password.

Use the login credentials of the tenant user you created in SysAdmin.

4. Click Sign in.

The system displays the Harmony Workforce Optimization home page. When you log in tothe application for the first time, the system displays the Settings dialog box to configuredata partition.

Verifying Harmony Workforce Optimization service logsAbout this taskAfter installing the Harmony Workforce Optimization application, verify the log files to ensure thatall the services are functional. The location of the Logs folder is specified during installation. Bydefault, the Logs folder is located at C:\Logs.

Procedure1. Go to the Logs folder at <Logs Path>\Logs or at a location specified during the

Harmony Workforce Optimization installation.

2. Verify whether the component services in the following log files are functional:

• LogManager.log• MediaManager.log• Messaging.log• ProcessChecklist.log• PacketSniffer.log• Recorder.log

Verifying Harmony Workforce Optimization service logs



Component log verification

Log Manager log messagesMessage DescriptionLogManager started: Running build.... The Log Manager service is functional.Connection opened with database at ipaddress : xx.xxx.xxx.xx and databasename HARMONYDB_April14th_5_2_2

The Log Manager component is connected to thedatabase on the server with IP addressxx.xxx.xxx.xx and database nameHARMONYDB_April14th_5_2_2.

Media Manager log messagesMessage DescriptionMediaManager started: Running build... The Media Manager service is functional.Connection opened with database at ipaddress : xx.xxx.xxx.xx and databasename HARMONYDB_April14th_5_2_2

The Media Manager component is connected to thedatabase on the server with IP addressxx.xxx.xxx.xx and database nameHARMONYDB_April14th_5_2_2.

2 storage server details loaded fromdatabase

The Media Manager is loading storage serverdetails from the tenant database.

Using local path "D:\Voice\" forstorage

The Media Manager is validating the storage pathcreated in web application.

Messaging log messagesMessage DescriptionMessaging started: Running build... The Messaging service is functional.Connection opened with database atip address : xx.xxx.xxx.xx anddatabase nameHARMONYDB_April14th_5_2_2

The Messaging component is connected to thedatabase on the server with IP address xx.xxx.xxx.xxand database name HARMONYDB_April14th_5_2_2.




Process Checklist log messagesMessage DescriptionProcessCheckList started: Runningbuild

The Process Checklist service is functional.

Connection opened with database at ipaddress : xx.xxx.xxx.xx and databasename HARMONYDB_April14th_5_2_2

The Process Checklist component is connected tothe database on the server with IP addressxx.xxx.xxx.xx and database nameHARMONYDB_April14th_5_2_2.

"<component> service" service isinstalled

The Process Checklist validates that the<component> service is installed.

"<component> service" service isinstalled

The Process Checklist validates that the<component> service is installed.

Running as "<component> service" inservice manager

The Process Checklist validates that the<component> service is running.

Running as "<component> service" inservice manager

The Process Checklist validates that the<component> service is running.

An ERROR has occurred: <component>service is down

The Process Checklist validates that the<component> service is nonfunctional.

<component> service start pending... The Process Checklist is starting the <component>service.

<component> service startedsuccessfully

The Process Checklist started the <component>service successfully.

Stopping service "ProcessCheckListService"

The Process Checklist service stopped.

Packet Sniffer log messagesMessage DescriptionPacketSniffer started: Runningbuild...

The Packet Sniffer service is functional.

Connection opened with database at ipaddress : xx.xxx.xxx.xx and databasename HARMONYDB_April14th_5_2_2

The Packet Sniffer component is connected to thedatabase on the server with IP addressxx.xxx.xxx.xx and database nameHARMONYDB_April14th_5_2_2.




Recorder log messagesMessage DescriptionRecorder started: Running build... The Recorder service is functional.Connection opened with database at ipaddress : xx.xxx.xxx.xx and databasename HARMONYDB_April14th_5_2_2

The Recorder component is connected to thedatabase on the server with IP addressxx.xxx.xxx.xx and database nameHARMONYDB_April14th_5_2_2.

Storage server details loaded fromdatabase 1

The Recorder loaded the storage server details.

02/28/17 22:35:47 (PST) [22156]CKnoahsARKDatabase.c :356 INFO - {Callup_icm_s_GetAgentsInfo('','')}

The Recorder validates the Recording Settingsconfigurations for all agents in the HarmonyWorkforce Optimization application every minuteusing the stored procedure {Callup_icm_s_GetAgentsInfo('','')}.

Recorder connected to primary AESAdapter at ip address xx.xxx.xxx.xxxand port 33012

The Recorder is connected to the primary AESadapter on the server with IP address xx.xxx.xxx.xxxand port number 33012.

Recorder connected to primary AvayaAdapter at ip address xx.xxx.xxx.xxxand port 34101

The Recorder is connected to the primary Avayaadapter on the server with IP address xx.xxx.xxx.xxxand port number 34101.

Received VOIP_CTIOS_AGENT_LOGIN withagentID 20001 and agentExtension 20001

The Recorder received the login information for theagent with ID 20001 and extension 20001 from therelevant adapter based on the deployment.

Received CTIOS_AGENT_LOGIN withagent_id 20001 for agent withextension 20001 and line_instance 1

The Recorder received the login information for theagent with ID 20001, extension 20001, and lineinstance 1 from the relevant adapter based on thedeployment.

Received VOIP_CTIOS_AGENT_CALL_STATEwith agentExtension 20001 andagentState OFF_HOOK for deviceId 20001

The Recorder received call state information as offhook for the agent with extension 20001 and deviceID 20001 from the signalling adapter based on thedeployment.

Received VOIP_CTIOS_AGENT_CALL_INFOwith agentExtension 20001

The Recorder received call information for the agentwith extension 20001 from the signaling adapterbased on the deployment.

Received VOIP_CTIOS_AGENT_CALL_STATEwith agentExtension 20001 andagentState ON_CONNECTED for deviceId20001

The Recorder received call state information asconnected for agent with extension 20001 anddevice ID 20001 from the signaling adapter basedon the deployment.

ReceivedVOIP_CTIOS_AGENT_EXTENDED_CALL_INFOwith agentExtension 20001 andcallIdentifier 1638

The Recorder received extended call information foragent with extension 20001 and call identifier 1638from the signaling adapter based on thedeployment.

Table continues…




Message DescriptionReceivedVOIP_CTIOS_AGENT_CALL_ACD_INFO withagentExtension 20001 and lineInstance1

The Recorder received call ACD information foragent with extension 20001 and line instance 1 fromthe ACD adapter based on the deployment.

Received CTIOS_CALL_ACD_INFO_MESSAGEfor agent with extension 20001 andcall_identifier 37496593

The Recorder received call ACD informationmessage for agent with extension 20001 and callidentifier 37496593 from the ACD adapter based onthe deployment.

Received VOIP_CTIOS_PHONE_EXT_INFO The Recorder received phone extension informationfrom the relevant adapter based on the deployment.

Received CTIOS_PHONE_EXT_INFO forextension 20001, ip address x.x.xx.xxand extension status Added

The Recorder received phone extension informationfor extension 20001 on IP address x.x.xx.xx andextension status as added.

Received CTIOS_CALL_STATE_MSG_OFF_HOOKfor agent with extension 20001 andline_instance 1 with call_identifier37496593

The Recorder received call state message as offhook for agent with extension 20001, line instance1, and call identifier 37496593 from the signalingadapter based on the deployment.

Received CTIOS_CALL_INFO_MESSAGE withcalled party "20001", calling party"20012" and call_typeCALL_TYPE_INBOUND for agent withextension 20001 and skill_group_id 0and line_instance 1 withcall_identifier 37496593

The Recorder received call information messagewith the following call details:

• Called party: 20001

• Calling party: 20012

• Call type: Inbound

• Extension: 20001

• Skill group ID: 0

• Line instance: 1

• Call identifier: 31496593ReceivedVOIP_CTIOS_AGENT_CALL_END_RESPONSE_CODE with end cause AGENT_ENDED

The Recorder received call end response code thatstates that the agent ended the call from thesignaling adapter based on the deployment.

Received VOIP_CTIOS_AGENT_CALL_STATEwith agentExtension 20001 andagentState ON_HOOK for deviceId 20001

The Recorder received call state as on hook foragent with extension 20001 and device ID 20001from the signaling adapter based on thedeployment.

ReceivedVOIP_CTIOS_AGENT_CALL_WRAPUP_DATA withagentExtension 20001 callWrapUpDataand lineInstance 1

The Recorder received call wrap up data for agentwith extension 20001, call wrap up data, and lineinstance 1 from the signaling adapter based on thedeployment.




Chapter 11: Post configuration verification

ChecklistNo. Tasks Reference

1 Verify that the adapters are functionaland connected to Avaya Aura®

Contact Center in the followingadapter logs:• AvayaAdapter.log file See Avaya adapter log verification on

page 174.• AESAdapter.log file See AES adapter log verification on

page 175.• AACCNetAdapter.log file See AACCNet adapter log verification on

page 177.2 Verify that the Avaya adapter, AES

adapter, and AACCNet adapter areconnected to the recorder in theRecorder.log file.

See Recorder log verification on page 177.

3 Verify that the agent login informationis available in theAACCNetAdapter.log file.

See AACCNet adapter log verification onpage 177.

4 Verify that the agent login informationis available in the Recorder.log file.


Avaya adapter log verificationMessage DescriptionAvayaAdapter started: Running build... The Avaya adapter service is functional.Connection opened with database at ipaddress : xx.xxx.xxx.xx

The Avaya adapter is connected to the database onthe server with IP address xx.xxx.xxx.xx.

Table continues…



Message DescriptionStarted Loading Extensions configuredfor recording in database

The Avaya adapter is loading extensions configuredfor recording in database.

Connected to Primary DatabaseServerxx.xxx.xxx.xxx for default

The Avaya adapter is connected to the primarydatabase server on IP address xx.xxx.xxx.xxx.

Successfully got a service provider tothe AES Server with session_id6E423EE9816ED8E55DC5FA0EB2F2523C-

The Avaya adapter is connected to the DMCCservice on AES server on the session ID6E423EE9816ED8E55DC5FA0EB2F2523C.

Successfully registered recordingdevice with extension 21151

The Avaya adapter is registering the recordingstation on the DMCC station recording device21151.

Added element 21151 to pool The Avaya adapter added the DMCC recordingstation 21151 to the pool.

Received CSTA_REGISTERED_EVENT eventfor Recording Device extension 21151

The Avaya adapter received a registered event fromDMCC service on AES server for the recordingdevice extension 21151.

AES adapter log verificationMessage DescriptionAESAdapter started: Running build... The AES adapter service is functional."AESAdapter Service" Service Stopped The AES adapter service stopped. Restart the service.Connection opened with database atip address : xx.xxx.xxx.xx

The AES adapter is connected to the database on theserver with IP address xx.xxx.xxx.xx.

ACSOpenStream Success The AES adapter is connected to the TSAPI serviceon the AES server.

ACSOpenStream Failed The connection between the AES adapter and theAES server is lost.

Ensure that the AES server is connected toCommunication Manager and the TSAPI client isinstalled and configured correctly.

HuntGroupMonitoring Started The AES adapter is loading the hunt group parametervalue configured in SysAdmin.

Added to MonitorPendingAgentsTable The AES adapter is adding the hunt group, agent IDs,and extensions in theMonitorPendingAgentsTable.

Received ACS_OPEN_STREAM_CONF event The AES adapter is successfully connected with theAES server.

Table continues…

AES adapter log verification



Message DescriptionAdapter connected to client at ipaddress xx.xxx.xxx.xxx and port51446

The AES adapter is successfully connected with therecorder on the server with IP address xx.xxx.xxx.xxxand port number 51446.

CTILinkStatus is LinkUp The connection between the AES server andCommunication Manager is active.

CTILinkStatus is LinkDown The connection between the AES server andCommunication Manager is lost.

Ensure that the AES server is connected to theCommunication Manager and the TSAPI client isinstalled and configured correctly.

Started monitoring on hunt groupextension

The AES adapter started monitoring the hunt groupextensions.

Monitoring started for huntgroupextension 51001

The AES adapter started monitoring the hunt groupand all agents mapped to the hunt group number51001 in Communication Manager.

Found agent_id 29033 withagent_extension 29033 inAgentLoginTable

The AES adapter found agent ID 29033 with extension29033 in the AgentLoginTable. Because the agentID and extension are identical, the recording isextension based.

Monitoring started for extension29033

The AES adapter started monitoring extension 29033.

Added agent_id 29033 with extension29033 to AgentLoginTable

The AES adapter added agent ID 29033 withextension 29033 to AgentLoginTable.

Received CSTA_MONITOR_CONF eventreceived for agent_id 29033 andagent_extension 29033

The AES adapter received confirmation on themonitoring event for agent ID 29033 and agentextension 29033.

Sending VOIP_CTIOS_AGENT_LOGIN withagentID 29033 for agent withextension 29033, line_instance 1

The AES adapter is sending agent login informationfor agent ID 29033 with extension 29033 on lineinstance 1 to the recorder.

Starting to monitor new agent_id52013

The AES adapter started monitoring agent ID 52013.

Received CSTA_LOGGED_ON event foragent_id 52013 and agent_extension29033

The agent has logged in to extension 29033 withagent ID 52013. Because the agent ID and extensionare not identical, the recording is agent based.


The AES adapter found agent ID 52013 with extension29033 in the tableAgentLoginTable.

Added agent_id 52013 with extensionto AgentLoginTable.




Post configuration verification



AACCNet adapter log verificationMessage DescriptionStarting AACCNetAdapter Service... The AACCNet adapter service is functional.Opening connection - CCT Server IP =xx.xxx.xxx.xxx; User = Administrator;Domain = AWACCS; Password = *******.

The AACCNet adapter is validating the user,domain, and password to connect to the CCTserver with IP address xx.xxx.xxx.xxx.

Connected to CCT Server xx.xxx.xxx.xxx The AACCNet adapter is connected to the CCTserver with IP address xx.xxx.xxx.xxx.

Listening for recorder atxx.xxx.xxx.xxx:34301

The AACCNet adapter is connected to the recorderon the server with IP address xx.xxx.xxx.xxx andport number 34301.

Started Loading Harmony Agentsconfigured for recording in database

The AACCNet adapter started loading agentsconfigured for recording in the database.

Connected to Primary DatabaseServerxx.xxx.xxx.xxx for

The AACCNet adapter is connected to the primarydatabase server with IP address xx.xxx.xxx.xxx.

Added Agent with ID 6002 from DB intolatestHarmonyAgentIdsTable

The AACCNet adapter added agent with ID 6002from the database to thelatestHarmonyAgentIdsTable.

Ended Loading Harmony Agentsconfigured for recording in databasexx.xxx.xxx.xxx

The AACCNet adapter ended loading agentsconfigured for recording in the database on theserver with IP address xx.xxx.xxx.xxx.

Dequeued HTTP message - This is anINFO message to let you know that theAACCNetAdapter has regained connectionwith the CCT Server.

The AACCNet adapter regained connection with theCCT server.

Found Agent Agent 6004, State:InService, IsLoggedIn: True

The AACCNet adapter found that the agent with ID6004 is in service and is logged in.

Found Agent Agent 6004, State:InService, IsLoggedIn: False

The AACCNet adapter found that the agent with ID6004 is in service and is logged out.

Recorder log verificationMessage DescriptionRecorder started: Running build... The Recorder service is functional.Connection opened with database atip address : xx.xxx.xxx.xx anddatabase nameHARMONYDB_April14th_5_2_2

The Recorder component is connected to thedatabase on the server with IP address xx.xxx.xxx.xxand database name HARMONYDB_April14th_5_2_2.

Table continues…

AACCNet adapter log verification



Message DescriptionConfigDatabase : SelectSTORAGE_ID,STORAGE_NAME,STORAGE_PATH,USER_NAME,PASSWORD,HOST_IP,UPDATE_DATE,STORAGE_THRESHOLD_SPACE fromSYSTEM_STORAGE_DETAILS where host_ip= 'xx.xxx.xxx.xxx' orhost_ip='xx.xxx.xxx.xxx'

The Recorder is validating the following storagedetails:

• Storage ID

• Storage name

• Storage path

• Username

• Password

• Host IP

• Update date

• Storage threshold spaceStorage server details loaded fromdatabase 1


02/28/17 22:35:47 (PST) [22156]CKnoahsARKDatabase.c :356 INFO -{Call up_icm_s_GetAgentsInfo('','')}

The Recorder validates the Recording Settingsconfigurations for all agents in the Harmony WorkforceOptimization application every minute using the storedprocedure {Callup_icm_s_GetAgentsInfo('','')}.





Recorder connected to primary AACCAdapter at ip address xx.xxx.xxx.xxxand port 34301

The Recorder is connected to the primary AACCNetadapter on the server with IP address xx.xxx.xxx.xxxand port number 34301.


The Recorder received the login information for theagent with ID 20001, extension 20001, and lineinstance 1 from AACCNet adapter.




Chapter 12: High Availability andRedundancy implementation

OverviewHigh availability of Harmony Workforce Optimization is achieved in a cost-effective manner byusing various failover strategies .

Database redundancyDatabase redundancy is achieved using the Always On Availability Groups option in the SQLserver for database high availability. This option meets both local high availability and geo-redundancy needs provided you are using MS SQL server 2012/2016 Enterprise Edition .The SQL database in Harmony Workforce Optimization can be shared with other applications aslong as appropriate resources are allocated. To minimize MS SQL servers, sharing is possible withother applications that support SQL 2012/ 2016. Depending on no local high availability and otherdeployment aspects, such as dedicated tenant or less number of tenants, the Basic AvailabilityGroup option in SQL server 2016 Standard Edition can be used. This option supports two nodeswhere one node is primary in data center and the other is secondary in disaster recovery. Thissupports geo-redundancy but not high availability.

Web application server redundancyWeb application servers are deployed as active-active servers to meet local high availability andgeo-redundancy requirements. However, Network Load Balancers (NLBs) are required to ensurethat users are split evenly between multiple web application servers. If one of the web applicationserver becomes nonfunctional, the NLB routes users to the available server. Web applicationservers can be split across data centers for geo-redundancy purposes.

Note:Note that Avaya recommends an external NLB, not the NLB function provided by Microsoft .

The DNS entry pointing to a virtual IP address on the load balancer distributes the user sessionsacross all the web application instances. The web application instances are independent, and nosession replication is done between them. If any web application instance fails, user sessions onthat instance are forced to log out and log in to another instance through the NLB.

Storage server redundancyDuring storage server failure, the Harmony Workforce Optimization recorder component has thecapability to write files locally to avoid loss of data. If the recorder loses connectivity to the storageserver, voice and screen capture files are written locally within the storage space of the recorder.These files are moved to central storage when connectivity is restored. This is the reason for



separating the recorder server component from the primary application server in a single-serverdeployment. The recorder cannot write files locally in a single-server deployment if the server fails.

Multiple SPAN portsAvaya recommends multiple SPAN ports to avoid loss of recording due to port failure. BecauseHarmony Workforce Optimization relies on SPAN, failure occurring at the data switch level mustbe mitigated in the best way possible.

Multi-interface supportIn the absence of a multiple server model, installing multiple NIC cards in a single server canprovide redundancy at the NIC level. Normally, if a NIC fails, all traffic stops. However, by groupingtogether several NICs into one logical NIC, availability is maximized. With teaming, if one NICfails, the network connection continues to operate on the other NICs.A multi-interface NIC configuration can also be used to connect multiple SPANs to the recordingserver. The traffic in each SPAN can be forwarded to a separate interface. A multi-interface NICconfiguration also supports failover at the switch level. Two switches in failover mode connected totwo SPANs can direct traffic to the two NICs. If the primary switch fails and the backup switchbecomes primary, Harmony Workforce Optimization still continues to record interactions.Harmony Workforce Optimization supports maximum five NICs in a multi-interface NICconfiguration.

Recording server redundancyOn the recorder side, high availability is implemented by deploying the recorders in pairs: one isactive while the other one is in hot standby mode. Based on this deployment mode, the followingfailover strategy is provided:

• A heartbeat mechanism is used between the active and standby server. The recording mediacan be sent to both recorders simultaneously for a more robust solution, for example, Active-Active recording. If the primary recorder is healthy at the end of the recording, the recordingis discarded by the standby server to avoid storing duplicate files. However, if the primaryrecorder or server fails in the middle of a call, the full recording is captured by the standbyserver. If the heartbeat fails, the standby server takes over without losing any recording data.Note that when a failure occurs, the standby server stays as the primary server until a restartoccurs or until it fails or gets restarted.

• If the recorder loses connectivity to the storage server, voice and screen capture files arewritten locally within the storage space of the recorder. These files are moved to centralstorage when connectivity is restored.

• If the recorder loses connectivity to the database, all database updates are queued to thelocal file system and applied after connectivity is restored.

• Multiple NIC cards can be installed and configured on the recorder to account for NICfailures. The recorder can read data from multiple NIC cards.

High Availability and Redundancy implementation



Configuring Database Redundancy

Creating the Windows 2012 clusterInstalling the failover clustering feature

About this taskUse this procedure to install the Failover Clustering feature on the two member servers on whichyou want to configure database redundancy.

Before you begin• Install two Windows 2012 R2 Standard servers in AD domain that are needed to be a part of

the cluster.• Create a cluster administrator account that is a member of local administrator groups for both

the member servers. Get administrator privileges on both the servers.• Create a shared folder in any domain server.• Install MS SQL 2016 Standard on both the member servers.• Create the database and take full back up on one of these two member servers.

Procedure1. Click Start > Server Manager.2. On the Manage menu, click Add Roles and Features.

3. On the Before you begin page, click Next.4. On the Select installation type page, click Role-based or feature-based installation and

click Next.5. On the Select destination server page, click the server where you want to install the feature

and click Next.6. On the Select server roles page, click Next.7. On the Select features page, select the Failover Clustering check box.

8. To install the failover cluster management tools, click Add Features and click Next.9. On the Confirm installation selections page, click Install.

10. Select the Create the cluster now using the validated nodes check box, and click oneof the following:

• Finish: If the results indicate that the tests were completed successfully and you want tocreate a cluster immediately.

• View Reports: If the results indicate that there were warnings or failures.




Creating the failover clusterProcedure

1. Click Start > Server Manager.2. Click Tools > Failover Cluster Manager on the menu bar.

The system displays the Failover Cluster Manager page.

3. To create a cluster, click Create Cluster at one of the following locations:

• On the Failover Cluster Manager option

• In the Actions column on the right pane

• In Management section of the Failover Cluster Manager page

The system starts the Create Cluster wizard .

4. On the Before you begin page, review the information and click Next.

To ensure that the servers are connected, configured correctly, and supported by Microsoft,validate the configuration before creating the cluster.

5. Type the names of all the servers that will be part of the cluster.

You can specify more than one node at a time using comma separation. For example:MyServer1, MyServer2, MyServer3.

6. (Optional) Click one of the following if the system displays the Validation Warning page toindicate that the nodes are not validated:

• Yes. When I click Next, run configuration validation tests, andthen return to the process of creating cluster.

• No. I do not require support from Microsoft for this cluster, andthere do not want to run the validation tests. When I click Next,continue creating the cluster.

7. On the Access Point for Administering the Cluster page, do the following:

In the Cluster Name, type the NetBIOS name that connects to the cluster.

8. Click Next.9. Review the Confirmation screen.

10. Do one of the following:

a. To add all eligible storage to the cluster, select the Add all eligible storage to thecluster check box and click Next.

b. If you choose not to add all eligible storage to the cluster, you can add specific disksafter the cluster is created.

11. Review the summary report and click Finish.

A Failover Cluster Manager automatically connects to the cluster when the wizard finishes.




Next stepsConfigure a File Share Witness on a server that is not part of the cluster.

Related linksFailover cluster field descriptions on page 183

Failover cluster field descriptions

Name DescriptionCluster Name The NetBIOS name used to connect to the cluster.

During cluster creation, a computer object is alsocreated in the Active Directory domain and in theOrganizational Unit where the cluster nodescomputer objects are located.

If the servers have no NICs configured for DHCP,then a static IP address is prompted. If any of thenetworks are configured for DHCP, then an IPv4DHCP assigned address will be used.

Note:

If you do not want the Active Directory objectfor the cluster to be placed in the sameOrganizational Unit (OU) as the servers, thespecific OU can be designated by specifyingthe full distinguished name. For more detailson how to create a cluster in a restrictive activedirectory environment, see http://blogs.msdn.com/b/clustering/archive/2012/03/30/10289577.aspx

Related linksCreating the failover cluster on page 182

Node and file majority quorumYou must configure node and file share majority quorum in the absence of a shared storage. A fileshare witness must be configured on a server that is not part of the cluster. A file share witness isa basic file share that the cluster computer name has read and write access. The first stepinvolves creating the file share. For example, if the cluster computer name is MYCLUSTER, thencreate a file share on your data center and provide read or write access to MYCLUSTER. The fileshare does not need to reside on a Windows 2012 server but the file must be on a WindowsServer in the same domain as the cluster.

Configuring the Node and File Majority QuorumAbout this taskUse this procedure to provide read or write access to the cluster computer name that you create atboth the share level and NTFS level.



http://blogs.msdn.com/b/clustering/archive/2012/03/30/10289577.aspx




Procedure1. Click Start > Server Manager.2. Click Files and Storage Services on the left pane.

3. In the TASKS tab in the right corner of the page, click New Share.

The system displays the New Share Wizard page.

4. On the Select the profile for this share page, click the file share profile that you want toshare files with and click Next.

5. On the Select the server and path for this share page, do the following:

a. In Server, select the server where you want to do the file share.b. In Share location, click an option depending on the location that you want to choose

for file share.

6. Click Next.7. On the Specify share name page, do the following:

a. In Share name, type a share name.b. In Local path to share, provide the path of the location where the folder is to be

shared.c. In Remote path to share, provide the remote path for the share.

8. Click Next.9. On the Configure share settings page, click one of the following options depending on your

requirements:

• Enable access-based enumeration• Allow caching of share

Caching of shares is not required for a file share witness.• Encrypt data access

10. Click Next.11. On the Specify permissions to control access page, click Customize permissions and

click Next.12. On the Advanced Security Settings for FSW page, click Add.

13. On the Permission Entry for FSW page, click Select a principal.14. On the Select User, Computer, Service Account, or Group page, click Object Types.

15. On the Object Types page, select the Computers check box and click OK.

16. On the Select User, Computer, Service Account, or Group page, in the Enter the objectname to select field, type the name of your cluster and click Check Names.

17. On the Permission Entry for FSW page, in the Basic permissions section, select theModify check box to allow your cluster to get read or write access to the file share.




18. On the Advanced Security Settings for FSW page, check whether the cluster you specifiedis showing the Allow in the Type column.

19. On the Advanced Security Settings for FSW page, click the Share tab and repeat theprocess so that your cluster gets access permissions at both the NTFS and Share leveland click Apply.

20. On the New Share Wizard page, in Confirm selections section, confirm that the settingsare correct and click Create.

The system displays the View results section with the confirmation that the share issuccessfully created.

21. Click Close.

22. Change the quorum type of the primary server using Failover Cluster Manager.

a. On the Failover Cluster Manager page, right-click mycluster, and click MoreActions > Configure Cluster Quorum Settings period?

b. On the Configure Cluster Quorum Wizard page, in the Select Quorum ConfigurationOption section, select the Add or change the quorum witness option and clickNext.

23. On the Configure Cluster Quorum Wizard page, in the Select Quorum Configuration Optionsection, do the following:

a. Select the Configure a file share witness (recommended for specialconfiguration) option

b. Browse the path of the file share witness that you created on the data center

24. Click Next.

The system displays the Confirmation section with the message: Your cluster quorumconfiguration will be changed to the configuration shown above.

25. Click one of the following depending on your requirements:

• View Report: To view the report.

• Finish: To close the wizard.

Installing and configuring the SQL Server 2016 basic availabilitygroupCreating the basic availability groups in the SQL server 2016

About this taskAs against database mirroring where you can use only synchronous commit mode, in the basichigh availability groups in SQL server 2016, you can configure both synchronous andasynchronous commit modes. You can use the asynchronous commit mode to create yoursecondary replica in Azure. As a result, you can also create a basic disaster recovery solution with




SQL Server Standard Edition. The endpoint configuration is required, and there is no difference inthe configuration when compared to the traditional Enterprise Availability Groups.

Procedure1. Click Start > SQL Server Management Studio.

2. On Object Explorer, right-click AlwaysOn High Availability > New Availability GroupWizard.

3. On the New Availability Group Wizard of the Management Studio, do the following:

• In the Availability group name field, type an availability group name.• To specify that you want to create basic availability group in standard edition, select the

Basic Availability Group check box.• To configure Always On Availability Groups to failover when a database goes offline,

select the Database level Health Detection check box.

4. On the Select Databases page, select the user database for the availability groups andclick OK.

Only one database can be added to a basic availability group.

5. On the Specify Replicas page, click Add Replica.

You cannot specify more than two replicas: Primary and secondary.

6. On the Specify an instance of SQL Server to host a secondary replica page, click theReplicas tab.

The system displays the Availability Replicas section.

7. Depending on your requirements, select the check boxes in the Automatic Failover and theSynchrous Commit columns.

8. (Optional) In the Readable Secondary section, select whether you want to configure areadable secondary for Primary Initial Role.

Read access is unavailable on the secondary replica.

9. Click the Endpoints tab.

10. Click the Backup Preferences tab, and ensure that the page is completely disabled.

The disabled page indicates that the secondary replica does not support backups.However, you can take snapshots of the secondary what? for a static reporting copy.

11. To create an availability group listener, click the Listener tab and do the following:

You can create only one listener for a basic high availability group.

a. Select the Create an availability group listener check box.b. Type the required details in the Listener DNS Name, Port, and Network Mode fields.c. Select the Subnet and IP Address.

The secondary machine can be in the same data center and IP subnets, or on adifferent one.




Synchronizing data between two replicasProcedure

1. On the Select your data synchronization preference page, select one of the following checkboxes :

• Full• Join only• Skip initial data synchronization

2. After the availability group wizard shows task complete, right-click your Availability Groupin Object Explorer and click Show Dashboard.

The system displays the details of the basic availability group.

Related linksBasic availability groups in SQL server 2016 field descriptions on page 187

Basic availability groups in SQL server 2016 field descriptions

Name DescriptionSynchronous Commit Emphasizes high availability over performance at

the cost of increased transaction latency. Undersynchronous commit mode, transactions wait tosend the transaction confirmation to the client untilthe secondary replica has hardened the log to disk.When data synchronization begins on a secondarydatabase, the secondary replica begins applyingincoming log records from the correspondingprimary database. As soon as every log record hasbeen hardened, the secondary database enters theSYNCHRONIZED state. Thereafter, every newtransaction is hardened by the secondary replicabefore the log record is written to the local log file.When all the secondary databases of a givensecondary replica are synchronized, synchronouscommit mode supports manual failover and,optionally, automatic failover.

Automatic Failover Supports database mirroring sessions running witha witness in high-safety mode. In high-safety modewith automatic failover, after the database issynchronized, if the principal database becomesunavailable, an automatic failover occurs. Anautomatic failover causes the mirror server to takeover the role of principal server and bring its copy ofthe database online as the principal database.Synchronizing the database prevents data lossduring failover because every transaction

Table continues…




Name Descriptioncommitted on the principal database is alsocommitted on the mirror database.

Readable Secondary Allows read-only access to all its secondarydatabases. However, readable secondarydatabases are not set to read-only. They aredynamic. A given secondary database changes aschanges on the corresponding primary databaseare applied to the secondary database. For a typicalsecondary replica, the data, including durablememory optimized tables, in the secondarydatabases is in near real time. Furthermore, full-textindexes are synchronized with the secondarydatabases. In many circumstances, data latencybetween a primary database and the correspondingsecondary database is only a few seconds.

Related linksSynchronizing data between two replicas on page 187

Configuring the web application Server Redundancy

Creating the first instance of the web applicationInstalling Harmony Workforce Optimization on a single server

Before you begin• Install SQL 2012/2016 standard edition with the latest service pack and ensure the SQL

agent is running.• Install third-party software utilities.


Note:


Click Install.2. On the Welcome screen, click Next.




3. On the License Agreement screen, select I accept the terms in the license agreement,and then click Next.

4. On the Setup Type screen, select one of the following:



following:

a. Select the Web Application Role check box.





f. Click Next.

Note:





j. If you are using the POM dialer, select POM from the Dialer drop down menu.






Note:



f. Click Next.




Note:






13. Click Next.






16. Click Finish.


Creating the second instance of the web application on the sameserverChanging the binding port of the second instance of jetty

About this taskUse this procedure to set up a second instance of the web application on the same server.

Before you beginEnsure you stop the following services if they are running:

• Harmony WebProxy service• WebApp service

Procedure1. Go to INSTALLATION_DIR/Web/.




2. Search for the jetty folder.

3. Copy the jetty folder to the same directory and rename the folder to jetty-l.

4. Go to INSTALLATION_DIR/Web/jetty-l/etc/jetty.xml.

5. Open the jetty.xml file with a standard text editor and do the following:

Search for jetty.port and change the value from 9290 to 9291.

6. Save and close the file.

Next stepsChange the port and node of the second instance of the web application.

Changing the port and node of the second instance of the web applicationBefore you beginChange the binding port of the second instance of jetty.

Procedure1. Go to INSTALLATION_DIR/Web/jetty-1/2. Open the start.ini file with a standard text editor and do the following:

Search for Dserver.node and change the value from Node1 to Node2.


Next stepsCreate the wrapper folder for the second instance of the web application

Creating the wrapper folder for the second instance of the web applicationBefore you begin

• Change the binding port of the second instance of the jetty.• Change the port and node of the second instance of the web application.

Procedure1. Go to INSTALLATION_DIR/Web/.

2. Search for the Wrapper folder, copy this folder under the same directory, and rename it towrapper-1.

3. Go to INSTALLATION_DIR/Web/wrapper-1/conf/.

4. Open the wrapper.conf file with a standard text editor and do the following:

a. Search for wrapper.app.env.server.node and change the value from Node1 toNode2.

b. Search for webwrapper.log and change the name of the log file fromwebwrapper.log to webwrapper-1.log.




c. Search for wrapper.working.dir and change the working directory to the newlycreated jetty-1 directory, INSTALLATION_DIR/Web/jetty-1.

d. Search for wrapper.console.title and change the value of this property fromWebApp Service to WebApp Service-2.

e. Search for wrapper.ntservice.name and change the value of this property fromHarmonyWebApp to HarmonyWebApp-2.

f. Search for wrapper.ntservice.displayname and change the value of thisproperty from WebApp Service to WebApp Service-2.

g. Search for wrapper.ntservice.description and change the value of thisproperty from Harmony WebApp Service to Harmony WebApp Service-2.


Next stepsInstall the second instance of jetty as a Windows service.

Installing the second instance of jetty as a Windows serverAbout this taskUse this procedure to set up a second instance of the web application on the same server.

Before you begin• Change the binding port of the second instance of the jetty.• Change the port and node of the second instance of the web application.• Create the wrapper folder of the second instance of the web application.

Procedure1. Open a command prompt.

2. In command prompt, go to INSTALLATION_DIR/Web/wrapper-1/bat/.

3. Run the batch file installService.bat.

4. Open the Windows service manager and click Refresh.

The system displays the WebApp Service-2 component.


Next stepsSpecify the log location of the second instance of the web application.

Specifying the log location of the second instance of the web applicationBefore you begin

• Change the binding port of the second instance of the jetty.• Change the port and node of the second instance of the web application.




• Create a wrapper folder for the second instance of the web application.• Install the second instance of jetty as a Windows service.

Procedure1. Go to the WFO_HOME folder.

2. Search for the Webapp_logback_Node1.xml file, copy this file under the same folder,and rename the file to Webapp_logback_Node2.xml.

3. Open Webapp_logback_Node2.xml with a standard text editor.

4. Search for <property name="logsDir".

The system displays <property name="logsDir" value="<<LOGS_FOLDER>>/Webapp" />

where, <<LOGS_FOLDER>> is any folder according to your installation.

5. Change Webapp to Webapp-2.

The system appends Webapp-2 to the logs of the second instance of the Webapp service.


Next stepsMapping the new instance to a tenant.

Mapping the new instance to a tenantProcedure




a. In the Component field, select a WebApp.

b. In the Asset field, select the asset you want to map the tenant.

c. In the Node field, Node2.

4. In the Value column, configure the following parameters.

a. WebappPort: Update the value from 9690 to 9692.

b. WebappWebsocketPort: Update the value from 9390 to 9392.

5. Click Save.

Next stepsConfigure Apache load balancer.




Configuring the Apache load balancerAbout this taskUse this procedure to configure Apache as a load balancer for multiple instances of webapplications.

Procedure1. Go to INSTALLATION_DIR/Apache24/conf/ .

2. Open the httpd.conf file with a standard text editor and enable the following modules inApache, if not already enabled:

• LoadModule heartbeat_module modules/mod_heartbeat.so• LoadModule lbmethod_byrequests_module modules/mod_lbmethod_byrequests.so

• LoadModule proxy_balancer_module modules/mod_proxy_balancer.so• LoadModule slotmem_shm_module modules/mod_slotmem_shm.so


4. Go to INSTALLATION_DIR/Apache24/conf/extra.

5. Open the httpd-ssl.conf file with a standard text editor and do the following:

a. Add the proxy balancer above the Proxy Rules section for webapp services asfollows:<Proxy balancer://webappcluster>Order Deny, AllowAllow from allBalancerMember http://SERVER_IP:9690BalancerMember http://SERVER_IP:9691</Proxy>

b. Replace SERVER_IP with the real IP of the server where the webapp is installed.

c. Ensure that the port number 9691 is same as the port set for DWebappPort in thejety-1 file located at INSTALLATION_DIR/Web/jetty-1/.

d. Add the proxy balancer for the UI application service as follows:<Proxy balancer://uicluster>Order Deny, AllowAllow from allBalancerMember http://SERVER_IP:9290BalancerMember http://SERVER_IP:9292</Proxy>

e. Replace SERVER_IP with the real IP of the server where the service is installed.

f. Ensure that the port number 9292 is same as the port set for jetty.port in thejetty.xml file located at INSTALLATION_DIR/Web/jetty-1/etc/.




6. Search for the following proxy rule for web application:ProxyPassMatch ^/webapp/(.*) http://SERVER_IP:9690/webapp/$1ProxyPassReverse ^/webapp/(.*) http://SERVER_IP:9690/webapp/$1

7. Change the proxy rule in Step 6 to use the cluster as follows:ProxyPassMatch ^/webapp/(.*) balancer://webappcluster/webapp/$1ProxyPassReverse ^/webapp/(.*) balancer://webappcluster/webapp/$1

8. Search for the following proxy rule for the UI:ProxyPassMatch ^/Harmony/(.*) http://SERVER_IP:9290/Harmony/$1ProxyPassReverse ^/Harmony/(.*) http://SERVER_IP:9290/Harmony/$1

9. Change the proxy rule in Step 8 to use the cluster as follows:ProxyPassMatch ^/Harmony/(.*) balancer://uicluster/Harmony/$1ProxyPassReverse ^/Harmony/(.*) balancer://uicluster/Harmony/$1


Next stepsStart the Harmony Workforce Optimization components.

Starting the Harmony Workforce Optimization componentsProcedure


2. Click Start > Run > services.msc3. Right-click the following components and click Restart:

• WebApp Service• WebApp Service-2

• Harmony WebProxy

Configuring High AvailabilityAbout this taskUse this procedure to configure high availability for servers where Harmony WorkforceOptimization is installed. You can deploy an additional server for each web application server. Youmust configure the IP address of the external load balancer in the Harmony WorkforceOptimization web application to proxy web requests coming to the Harmony WorkforceOptimization web services. To maintain data consistency across all web nodes, configureWindows DFS on WFO_Home directory.




Note:The WFO_Home path must be the same in all high availability servers to maintain dataconsistency. Ensure you stop all web nodes in all the servers where the web application isinstalled.


2. Click Start > Run > services.msc > WebApp Service > Stop.

3. Go to the WFO_Home folder located at C:\WFO_Home if you have not changed the locationduring installation.

4. In the WFO_Home folder, right-click the WebappConfig.Properties file, select Openwith, and click Notepad.

5. Search and change the value for ProxyIp to the load balance IP address or domainname.

6. Search and change the value for ProxyPort to the port of the external load balancer.

7. Search and change the value for WebappGenericAccessUrl to the external loadbalancer IP/FQDN:PORT.

8. Search for webapp.imagesURL and change the value to the external load balancer IP/FQDN:PORT.

9. Search for webapp.ksHomeAccessURL and change the value to the external loadbalancer IP/FQDN:PORT.


11. Change the node name in the high availability server so that every web application has aunique node name. For more information, see Changing the node name on page 196.

Next stepsRestart all the Harmony Workforce Optimization services.

Related linksChanging the node name for high availability configuration on page 196

Changing the node name for high availability configurationAbout this taskFollow this procedure to change the node name of any Harmony Workforce Optimization WebAppserver.

Procedure1. (Optional) Stop the Harmony WebApp service from the service manager if it is running.

2. Navigate to INSTALLATION_DIR/Web/jetty/.

3. Open the start.ini file with a standard text editor.




4. Search for Dserver.node and change the value from Node1 to Node2.


6. Navigate to INSTALLATION_DIR/Web/wrapper/conf/.

7. Open the wrapper.conf file with a standard text editor and search forwrapper.app.env.server.node and change the value of this property from Node1 toNode2.


9. Navigate to the WFO_HOME folder.

10. Search for the Webapp_logback_Node1.xml file and rename this file toWebapp_logback_Node2.xml.

Related linksConfiguring High Availability on page 195

Configuring Recorder Redundancy

OverviewAvaya recommends a secondary or backup recording server for seamless recording. In passiverecording, both the primary and secondary backup recorders are connected to two separate SPANsessions and to their local adapters. If the primary server fails, the secondary server continues torecord calls from the SPAN session. In active recording, both the primary and secondary backuprecorders are connected to their local data NICs and local adapters. Using keep alive events, therecorder, at regular intervals, checks if the connection with the adapters and the SPAN session isactive. This phenomenon is referred to as heartbeat. Recorder failover and redundancy can beachieved by deploying recording servers in pairs.

High availability recording in Avaya Aura® Contact Center on Avaya Aura® CommunicationManager deployments can be implemented in two ways:

• Active-Standby: The primary recorder server is active, and the secondary or backup server isin hot standby mode. A seamless failover to the standby or secondary recorder happenswhen the active or primary recorder fails. In active-standby high availability mode, 100% callrecording is not possible. Data might be lost if the recorder becomes nonfunctional on anactive call or till the time the secondary recorder becomes active and gets the events fromthe adapters.

• Active-Active: Both the primary and secondary recorder servers are active and record calls.The secondary recorder server deletes the call only after ensuring that the primary server isfunctional till the call ends.




The critical adapters send keep alive events with active status to the recorder as long as theirsignaling is active with PBX or ACD servers. When the signaling in any adapter is lost, the adapterstill sends the keep alive events to the recorder but with inactive status. In such cases, the primaryrecorder communicates with the secondary recorder and sends a request to switch over. If thesecondary recorder accepts the request, the primary recorder successfully switches its role to asecondary recorder and vice versa. If the adapter connectivity of the secondary recorder is alsolost, the status of the current primary recorder remains as primary.

Both Avaya Aura® Communication Manager and Avaya Aura® Application Enablement Servicessupport local high availability and are configured with a single virtual IP address. Both, the AESadapter and Avaya adapter connect to the virtual IP address of Avaya Aura® ApplicationEnablement Services. Similarly, Avaya Aura® Contact Center also supports local high availabilityand is configured with a virtual IP address. Avaya Aura® Contact Center, using its own virtual IPaddress, connects to the AACCNet adapter and also to the virtual IP address of Avaya Aura®

Application Enablement Services.

You can implement failover by connecting adapters to each recorder, PBX, and ACD.

Recordingtype

Criticaladapter

Adapters connectedto each recorder

Adapters for signaling withPBX

Adaptersconnected to ACD

Active AES adapter • Avaya adapter

• AES adapter

• AACCNet adapter

• Avaya adapter

• AES adapter

Note:

Both the adapters getevents from AvayaAura® CommunicationManager through AvayaAura® ApplicationEnablement Services.

AACCNet adapter

Passive AES adapter • AES adapter

• AACCNet adapter

• AES adapter

Note:

The AES adapter getevents from AvayaAura® CommunicationManager through AvayaAura® ApplicationEnablement Services.

AACCNet adapter

Configuring Recorder parameters for High AvailabilityAbout this taskUse this procedure to configure recorder parameters for high availability.







a. In the Component field, select Recorder.b. In the Asset field, select the asset on which you want to configure high availability.

c. In the Node field, select the node on which you want to configure high availability.

4. In the Value column of the RecorderFailoverEnabled parameter, configure the followingparameters:

• RecorderFailoverEnabled: Type True to enable failover.

• RecorderFailoverIPAddress: Enter the IP address of the failover recorder server.

• FailoverNodeName: Enter the node name of the recorder failover server.

5. Click Save.


Configuring Avaya adapter parameters for High AvailabilityAbout this taskUse this procedure to configure the adapter failover mode for Avaya Aura® Contact Center onAvaya Aura® Communication Manager deployments.





b. In the Asset field, select the asset on which you want to configure high availability.


4. In the Value column of the AdapterFailoverMode parameter, type any one of the following:

• No-HA• Active-Passive• Active-Active

5. If you configure the AdapterFailoverMode parameter as Active-Active, configure thefollowing parameter:

• dmcc_recording_instance: Type 0 for primary Avaya adapter and 1 for secondary Avayaadapter.




6. Click Save.


Configuring Messaging parameters for High AvailabilityAbout this taskUse this procedure to configure Messaging parameters to support high availability for screens.The Messaging component will redirect all screen connections to the Apache Messaging service.




a. In the Component field, select Messaging.



4. In the Value column of the peerMessagingURL parameter, type wss://<<APACHE_MESSAGING_IP>>:8443/ws/netty?.

5. Click Save.















Related linksDynamic recorder parameter configuration values for High Availability on page 201

Dynamic recorder parameter configuration values for High AvailabilityPrimary recorderThe table below lists the four adapter sets you must create for the primary recorder to connect to localadapters such as AES adapter, Avaya adapter, AACCNet adapter and Messaging.

Parameter ValueComponent Recorder 1Dynamic Type AdapterAsset Name of the server where the recorder 1 is installedNode Name of the instance of the recorder 1 installed on the selected

server or asset.No of Sets 3 for active recording and 2 for passive recording,Adapter Dynamic Set 1Name AES adapter 1ServerAddress The IP address of the server where AES adapter 1 is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2Name Avaya adapter 1ServerAddress The IP address of the server where Avaya adapter 1 is installed.ServerPort 34101ServerLocalPort 33333WebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 3Name AACCNet adapter 1ServerAddress The IP address of the server where AACCNet adapter 1 is

installed.ServerPort 34301

Table continues…




Parameter ValueServerLocalPort 33334WebURLString /AACCAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging


Secondary recorderThe table below lists the four adapter sets you must create for the secondary recorder to connect to localadapters such as AES adapter, Avaya adapter, AACCNet adapter and Messaging.


server or asset.No of Sets 3 for active recording and 2 for passive recording,Adapter Dynamic Set 1Name AES adapter 2ServerAddress The IP address of the server where AES adapter 2 is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2Name Avaya adapter 2ServerAddress The IP address of the server where Avaya adapter 2 is installed.ServerPort 34101ServerLocalPort 33333WebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 3Name AACCNet adapter 2ServerAddress The IP address of the server where AACCNet adapter 2 is

installed.ServerPort 34301ServerLocalPort 33334WebURLString /AACCAdapter/MonitorSitesRecorderRequest

Table continues…




Parameter ValueAdapter Dynamic Set 4Name Unified Messaging 2ServerAddress The IP address of the server where the Unified Messaging


Related linksConfiguring dynamic parameters for the recorder on page 200

Configuring Screen Capture Redundancy

High Availability support for the Screen Capture applicationHarmony Workforce Optimization supports high availability for the screen capture application toimplement failover for both voice and screens of an interaction.

Considering the recorder and the unified messaging (UM) component as one logical unit, highavailability for screens is implemented by deploying the Recorders-UM components in pairs. Whileone Recorder-UM is active, the other is in hot standby mode. One pair of Recorder-UM isdeployed on the primary data center (DC) while the other pair is deployed on the redundant orbackup data center (DR). The screen capture client or the agent desktop client always establishesconnection with the primary DC or DR. Whenever the connection is successful, the client sendsscreens to the primary DC or DR.

High availability recording of voice and screens for an interaction is implemented in the followingways:

• Primary Data Center (DC): The agent desktop client tries to connect with the primaryRecorder-UM in DC. If the connection fails, the client tries to establish connection with thesecondary Recorder-UM in DC. The client makes three such attempts of establishingconnection with the primary and secondary Recorder-UM in DC. If the client fails to establishany connection after three attempts it switches to the primary Recorder-UM in DR.

• Secondary Data Center (DR): The agent desktop client tries to connect with the primaryRecorder-UM in DR. The client makes three such attempts of establishing connection withthe primary Recorder-UM in DR. If the client fails to establish any connection after threeattempts it switches to the primary Recorder-UM in DC. If the primary data center becomesfunctional when a call is going on, the redirection happens from the next immediate callonwards. For the ongoing call, the voice and screens are uploaded on the backup server (theserver that the unified messaging component is connected to, where the call started).

Configuring Screen Capture Redundancy



High availability recording can be implemented in the following scenarios based on your businessrequirements.

• Active-Active: In this scenario, both the primary and secondary Recorder-UM servers areactive and record voice and screens. The secondary Recorder-UM server deletes the callonly after ensuring that the primary server is functional till the call ends.

• Active-Standby: In this scenario, the primary Recorder-UM server is active and the secondaryor backup server is in hot standby mode. A seamless failover to the standby or secondaryRecorder-UM server happens when the active or primary recorder fails. In active-standbyhigh availability mode, 100% call recording is not possible. Data might be lost if the Recorder-UM becomes nonfunctional on an active call or till the time the secondary Recorder-UMbecomes active and gets the events from the adapters.

Configuring High Availability for the Screen Capture applicationProcedure

1. Go to the server that hosts the web application components.

2. Open the Screen registry located on: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Avaya\Screen.

3. On the right pane, configure the values of the following parameters:

a. ConnectURL: wss://<Primary Unified Messaging IP address>:8443/ws/netty/

b. SecondaryConnectURL: wss://<Primary Unified Messaging IP addressof the data redundancy server>:8443/ws/netty/

c. DataPath: Enter the path as C:\Program Data\Avaya to specify the storagelocation of screens.

Next stepsStart the Screen Capture service.

Starting the Screen Capture serviceProcedure



3. Right click Screen Capture Service and click Restart.




Geo-redundancy

Geo-redundancy High Availability supportHarmony Workforce Optimization provides support for Application Enablement Services (AES)geo redundant high availability. Deployment of Application Enablement Services (AES) 7.1 andAvaya Aura® Communication Manager is simulated across two network subnets. Geo redundanthigh availability consists of the following components:

• Primary data center that has the following components:

- Main Communication Manager: Handles all the call processing in sunny day scenario andhandles traffic from clients in primary data center as well as in secondary data center.

- Primary AES: Handles all CTI connections with Harmony Workforce Optimization andcommunicates with primary Communication Manager in sunny day.

- Clients: Registers to main Communication Manager in sunny day.

• Secondary data center that has the following components:

- Survivable core Communication Manager: Becomes active when main CommunicationManager is down and handles all the call processing and traffic from clients in primary datacenter as well as secondary data center. If there is loss of WAN connectivity betweenprimary data center and secondary data center, then the survivable core CommunicationManager handles only calls from secondary data center.

- Standby AES: Remains in standby mode in sunny day. AES services will be down on thestandby AES and also the web page will not be accessible.

- Clients: Registers to main Communication Manager in sunny day and registers tosurvivable core when main Communication Manager is not reachable.

Both the primary and standby AES have the same hostname and a common TLink. Since both theprimary and standby AES are in different network subnets, they do not have a common virtual IPaddress. One AES is in active mode and the other is in standby mode. You can manually invokeinterchange to make the standby AES active. All data, including users. is synchronized betweenprimary AES and standby AES.

Geo-redundancy High Availability in Harmony WorkforceOptimization

Harmony Workforce Optimization deployment supports active-active and active-standbyconfiguration in geo redundant high availability setups.

Geo-redundancy



Active-ActiveFor active-active deployments, do the following:

• Maintain two different sets of Recorder, AES adapter, and Avaya adapter in both primarydata center and secondary data center.

• Deploy and configure Recorder, AES adapter, and Avaya adapter on two different serverswith recorder failover and active-active configuration in Avaya adapter.

• Configure primary and backup AES server details in AES adapter and Avaya adapter.• Configure primary recorder on one server with AES adapter and Avaya adapter connected to

primary AES server.• Configure backup recorder on another server with AES adapter and Avaya adapter

connected to primary AES server.• Configure high availability between primary and secondary recorder.• Connect each recorder to an Avaya adapter to get voice streams. Both the recorders record

calls with active streams. The primary recorder retains the calls while the backup recorderdiscards the calls.

Active-StandbyFor active-standby deployments, do the following:

• Maintain two different sets of Recorder, AES adapter, and Avaya adapter in both primarydata center and secondary data center.

• Deploy and configure Recorder, AES adapter, and Avaya adapter on two different serverswith recorder failover and active-standby configuration in Avaya adapter.

• Configure primary and backup AES server details in AES adapter and Avaya adapter.• Configure primary recorder on one server with AES adapter and Avaya adapter connected to

primary AES server.• Configure backup recorder on another server with AES adapter and Avaya adapter

connected to primary AES server.• Configure high availability between primary and secondary recorder.• Connect each recorder to an Avaya adapter to get voice streams. Avaya adapter on primary

recorder gets voice streams while the Avaya adapter on backup recorder does not get voicestreams. Only primary recorder record calls. The backup recorder does not record callsbecause it does not get voice streams. When a switch-over happens, ongoing calls are lostand the calls taken after the switch-over is recorder.

Geo-redundancy High Availability failover scenariosHigh availability is configured both in primary Communication Manager and survivable core (ESS)Communication Manager. High availability is also configured in AES server 1(Active) and in AESserver 2 (standby). AES server 1 and AES server 2 are connected to primary CommunicationManager initially. If primary Communication Manager goes down, AES server 1 and AES server 2are connected to survivable core (ESS) Communication Manager. The primary CommunicationManager is always active by default while the survivable core (ESS) Communication Manager is




standby by default and preferred primary too. AES adapter and Avaya adapter connect to activeAES server as primary connectivity and standby AES server as backup connectivity. AES adapterand Avaya adapter get events from primary AES server. If the primary AES server fails, then theAES adapter and Avaya adapter connect to backup AES server to get events.

Primary Communication Manager failureWhen primary Communication Manager fails, the primary AES server which is in active stateconnects to survivable core Communication Manager. AES adapter and Avaya adapter continueto receive events from primary AES server. The primary recorder records calls without anyhiccups. When the primary Communication Manager becomes functional, the primary AES serverswitches connection from survivable core Communication Manager to primary CommunicationManager. AES adapter and Avaya adapter continue to receive events from primary AES serverand the recorder continues to record calls.

Primary AES failureWhen primary AES server fails, the AES server which is in standby mode becomes active. AESadapter and Avaya adapter continue to receive events from the active AES server for which thebackup AES server details are configured in the respective adapter configuration. Connectionswitch to the active AES server takes about 5 minutes and any ongoing calls during this period islost. Calls taken after the switch-over happens are recorded because AES adapter and Avayaadapter receive events from the active AES server.

WAN disconnect between primary data center and secondary data centerWhen the WAN connective between primary data center and secondary data center fails, both theprimary Communication Manager and the survivable core Communication Manager becomeactive. The AES server connects to the respective Communication Manager in their data centerand receive and send events to the Harmony Workforce Optimization recorder. Both the recordersrecord calls as the recorders are not aware of the active-standby status of the data centers. Thiscondition is called as Split brain as both data centers function independent of each other.

Configuring Recorder parameters for geo-redundancy HighAvailability

About this taskUse this procedure to configure recorder parameters for geo redundant high availability.






Geo-redundancy







5. Click Save.


Configuring AES adapter parameters for geo-redundancy HighAvailability

About this taskUse this procedure to configure the adapter failover mode for geo redundant high availability inCall Center Elite on Communication Manager deployments.







4. In the AESServer Configuration section, configure the following parameters:

• AESServerID: The primary AES server TLINK.

• AESBackupServerID: The backup AES server TLINK.

• LoginUserName: AES CTI username.

• Password: AES CTI password.

5. Click Save.





Configuring Avaya adapter parameters for geo-redundancy HighAvailability

About this taskUse this procedure to configure the adapter failover mode for geo redundant high availability inCall Center Elite on Communication Manager deployments.









5. If you configure the AdapterFailoverMode parameter as Active-Active, configure thefollowing parameters:


6. In the DMCC section, configure the following parameters:

• ReconnectToAESServerAttempts: Type 3 to specify the number of attempts toreconnect to the existing DMCC session when the connection is lost.

• ReconnectToSessionTime: Type 60 to specify the session timeout in seconds toreconnect to the existing DMCC session.

7. Click Save.


Geo-redundancy














Related linksAvaya adapter parameters on page 210

Avaya adapter parametersRequired integration parameters

Name Descriptioncmapi.server_IP To configure the IP address of the server where





Table continues…




Name Descriptioncmapi.password To configure the CTI user password created for


cmapi.CallServer To register the device to Communication Manageror to do call control with a third party device. Thedefault value is cmsim.



• True: The value to enable the recording tonefeature.

• False: The default value.BackupCallServer To configure the Communication Manager name as

configured in the backup AES server.BackupCallServerIP To configure the IP address of the server where the

backup AES server is installed.BackupCMAPIUsername To configure the CTI username created for

Harmony Workforce Optimization to integrate CTIwith DMCC service running in the backup AESserver.

BackupCMAPIPassword To configure the CTI user password created forHarmony Workforce Optimization to integrate CTIwith DMCC service running in the backup AESserver.


Geo-redundancy



Chapter 13: Load balancing implementation

OverviewLoad balancing is implemented when the load on the recorder to record concurrent callsincreases. You can install multiple recorders to distribute and balance the load.

The following table depicts how multiple recorders, pointing to a single web application and database,connect to multiple adapters and components to distribute and balance the load:

Numberofservers

Numberofrecorders

Number ofrecorderinstances

Number ofinstances ofMediaManagercomponent

Number ofinstances ofMessagingcomponent

Number ofinstances ofadapters formedia inactiverecording

Number ofsignalingadapters

Server 1 Recorder1

Recorderinstance 0

MediaManager 1

Messaging 1

Note:

You mustinstall theMessagingcomponenton anyone of theservers.

Avaya adapter0

AES adapter 1

Note:

You mustinstallAESadapteron anyone of theservers.

Server 2 Recorder2

Recorderinstance 1

MediaManager 2

Avaya adapter1

Server 3 Recorder3

Recorderinstance 2

MediaManager 3

Avaya adapter2

If there are three recorders, you can deploy each recorder on multiple servers, such as Server 1,Server 2, and Server 3. You must configure load balancing for each recorder and map it to aunique instance of the recorder. Because the count for a recorder instance starts from zero, theload balancing parameters for recorder 1 is mapped to the recorder instance 0. Similarly, the loadbalancing parameters for recorder 2 and 3 are mapped to the recorder instances 1 and 2respectively.

In Avaya Aura® Contact Center on Avaya Aura® Communication Manager deployments, therecorders connect to a single AES adapter for signaling events. However, for voice stream events,in active recording, each recorder connects to its own instance of the Avaya adapter. Because thecount for an Avaya adapter instance starts from zero, recorder 1 connects to the Avaya adapterinstance 0. Similarly, recorders 2 and 3 connect to the Avaya adapter instances 1 and 2respectively.



Note:

Each recorder must have a dedicated Media Manager component but must point to a singleMessaging component.

Using a built-in logic, the signaling and voice stream adapters send their respective events to theappropriate instance of the recorder. If there are 12 extensions and 3 recorder instances, theadapters divide each extension by the number of recorder instances. Events are then sent to therecorder whose instance number matches with the remainder. For example, if the extension is2345, the adapters divide 2345 by 3 and send the events to the recorder instance 2.

Load balancing for Avaya Aura® Contact Center on Avaya Aura® Communication Managerdeployments can be achieved by performing the following tasks:

• Configure multiple instances of the recorder in load balancing mode.

• Connect multiple recorders to a single instance of AES adapter, multiple instances of Avayaadapter, single Messaging component, and multiple Media Manager components.

• Configure the load balancing parameters in the Avaya adapter.

Configuring load balancing parameters for RecorderAbout this taskUse this procedure to enable and configure load balancing parameters for each recorder instance.

Before you beginEnsure you configure the network load balancing settings for Windows.




a. In the Component field, select Recorder.b. In the Asset field, select the asset on which you want to configure load balancing

parameters for the Recorder.

c. In the Node field, select the node on which you want to configure load balancingparameters for the Recorder.

4. In the Value column of the Load Balancing section, configure the following parameters:

• ServerInstance: Retain the default value of this parameter.

• RecorderInstance: Enter the recorder instance value that this recorder must connect.The value must start from zero.

• LoadBalancingEnabled: Type True to enable load balancing.

Configuring load balancing parameters for Recorder



5. Click Save.

6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of therecorder.

Next stepsRestart the recorder service after configuring the parameters.

Configuring dynamic parameters for the recorderAbout this taskUse this procedure to connect the recorder to an adapter or service. Based on the deployment,create multiple sets so that the recorder gets connected to the relevant adapters and services.Login to SysAdmin .You can configure specific parameters for an adapter or service.










Dynamic recorder parameter configuration values for loadbalancing

Recorder 1The table below lists the three adapter sets you must create for recorder 1 to connect to AES adapter,Avaya adapter, and the Messaging component. You must create one service set for the recorder 1 toconnect to Media Manager.

Load balancing implementation




server or asset.No of Sets 3Adapter Dynamic Set 1Name AES adapter 1ServerAddress The IP address of the server where AES adapter is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2Name Avaya adapter 1ServerAddress The IP address of the server where Avaya adapter 1 is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 3Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging 1

component is installed.ServerPort 33022Service Dynamic Set 1Name Media Manager 1ServerAddress The IP address of the server where the Media Manager 1


Recorder Instance 2The table below lists the three adapter sets you must create for the recorder 2 to connect to AES adapter,Avaya adapter, and the Messaging component. You must create one service set for the recorder 2 toconnect to Media Manager.

Parameter ValueComponent Recorder 2Dynamic Type AdapterAsset Name of the server where the recorder 2 is installed

Table continues…

Dynamic recorder parameter configuration values for load balancing



Parameter ValueNode Name of the instance of the recorder 2 installed on the selected

server or asset.No of Sets 3Adapter Dynamic Set 1Name AES adapter 1ServerAddress The IP address of the server where AES adapter 1 is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2Name Avaya adapter 2ServerAddress The IP address of the server where Avaya adapter 2 is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 3Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging 1



Recorder Instance 3The table below lists the three adapter sets you must create for the recorder 3 to connect to AES adapter,Avaya adapter, and the Messaging component. You must create one service set for the recorder 3 toconnect to Media Manager.


server or asset.No of Sets 3

Table continues…




Parameter ValueAdapter Dynamic Set 1Name AES adapter 1ServerAddress The IP address of the server where AES adapter 1 is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2Name Avaya adapter 3ServerAddress The IP address of the server where Avaya adapter 3 is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 3Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging 1



Configuring load balancing parameters for Avaya adapterAbout this taskUse this procedure to configure load balancing parameters for each instance of Avaya adapter.





b. In the Asset field, select the asset on which you want to configure load balancingparameters for the Avaya adapter.

Configuring load balancing parameters for Avaya adapter



c. In the Node field, select the node on which you want to configure load balancingparameters for the Avaya adapter.

4. In the Value column of the DMCC section, configure the following parameters:

• dmcc_load_balancing_enabled: Type True to enable load balancing.

• dmcc_max_number_of_load_balancing_servers: Enter the total number of loadbalancing servers where Avaya adapter is installed.

• dmcc_load_balancing_instance: Enter the adapter instance value that this Avayaadapter must connect. The value must start from zero.

5. Click Save.

6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of theAvaya adapter.

Next stepsRestart the Avaya adapter service after configuring the parameters.

Configuring dynamic parameters for Avaya adapterAbout this taskWhen you use multiple instances of Avaya adapter, ensure you configure each instance of theAvaya adapter with a different CTI username.. Use this procedure to configure dynamicparameters that connect multiple instances of Avaya adapter with the ACD or PBX server.




4. In the Component field, select Avaya adapter.






9. In the Value column, configure the following parameters for each instance of the Avayaadapter.

a. cmapi.username: Type the CTI username configured for the instance

b. cmapi.password: Type the CTI password configured for the instance.




10. Click Save.


Configuring dynamic parameters for Avaya adapter



Chapter 14: Troubleshooting

SysAdmin login page displays the Invalid License keymessage

ConditionWhile logging into SysAdmin, the system displays the following error message: InvalidLicense key.

CauseHarmony Workforce Optimization does not support the Avaya WebLM version.

Solution1. Check the Avaya WebLM version.2. If the version is earlier than 6.3.8, then reinstall the latest version.

Emails are not delivered to recipientsConditionWhen a user sends a report through an email, the recipient does not receive the email.

CauseThe email settings are set incorrectly.

Solution 11. Log in to SysAdmin .2. Click System Administration > Configuration.3. To configure parameters for a component, click the Component tab and do the following:

a. In the Component field, select Webapp.b. In the Asset field, select the asset.c. In the Node field, select the node.

4. In the Value column, check if the following parameters are configured correctly:• mail.smtp.host



• mail.smtp.port• mail.smtp.auth• mail.transport.protocol• mail.smtp.username• mail.smtp.password• mail.default.fromAddress• mail.default.fromName

5. Click Save to close the file.6. Restart the web application service.

Solution 21. Restart web application service.2. Log in to the server that hosts the web application component.3. Click Start > Run > services.msc > WebApp Service > Start.

Interaction playback failsConditionInteraction playback fails, and the system displays the following error message: You cannotplay this interaction as the audio could not be loaded either because ofunsupported file formant or server/ network failure.Cause

• Harmony Workforce Optimization components cannot find the interaction files at theconfigured storage location.

• The browser does not support the file format.

Solution 11. Confirm that the browser supports HTML5.2. The following browser version are certified:

• Internet Explorer 11 and above• Google Chrome 43.x and above• Mozilla Firefox 33.x and above

Solution 21. Verify that the proxy is configured to the correct location where the interactions exist.2. Go to <Installation Path>\Harmony\Apache24\conf\extra.

3. Right-click the httpd-ssl.conf file.

Interaction playback fails



4. Click Edit with Notepad ++.5. Point the parameter DocumentRoot to the WFO_HOME path.6. Point the parameter Directory to the WFO_HOME path.7. Click Save to close the file.

Solution 31. Start the Media Manager service.2. Log in to the server that hosts the web application components.3. Click Start > Run > services.msc.4. Right-click the Media Manager service and click Start.

Solution 41. Verify the Media Manager log file.2. Go to the Logs folder at <Logs Path>\Logs or at a location specified during the

Harmony Workforce Optimization installation.3. Right-click the MediaManager.log file.

4. Click Edit with Notepad ++.5. Check for the message Sending Response is

result=SUCCESS&callURL=https://<IP address> xx.xxx.xxx.xxx:443/default_FLDR/VoiceConvertedFiles/JUDITH%5Fdefault%5FCS1K%5F7002%5F03152016%5F152740%5F000241%5F0%2E50/JUDITH%5Fdefault%5FCS1K%5F7002%5F03152016%5F152740%5F000241%5F0%2E50.wav&scEndCount=324.The message contains a URL with the IP address of the web application server and thevoice case ID located at <WFO_Home>\default_FLDR\VoiceConvertedFiles.

6. Change the file format from .wav to .jpeg in the URL:

7. On the address bar of your browser, type the URL: https://<IP address>xx.xxx.xxx.xxx:443/default_FLDR/VoiceConvertedFiles/JUDITH%5Fdefault%5FCS1K%5F7002%5F03152016%5F152740%5F000241%5F0%2E50/JUDITH%5Fdefault%5FCS1K%5F7002%5F03152016%5F152740%5F000241%5F0%2E50.jpeg&scEndCount=324.

The system displays the audio graph of the interaction.8. On the address bar of the client browser, type the URL: https://<IP address>

xx.xxx.xxx.xxx:443/default_FLDR/VoiceConvertedFiles/JUDITH%5Fdefault%5FCS1K%5F7002%5F03152016%5F152740%5F000241%5F0%2E50/JUDITH%5Fdefault%5FCS1K%5F7002%5F03152016%5F152740%5F000241%5F0%2E50.jpeg&scEndCount=324 .

The system displays the audio graph of the interaction on the client browser.9. (Optional) If you get an error message in the MediaManager.log file, based on the

message information, do the following:• Check whether physical file is available in the storage location.

Troubleshooting



• Check whether the physical file is encrypted.

Failed to join the instance NODE2 to the availability groupAG1

ConditionWhile setting up the basic availability groups in SQL Server 2016, the system might display thefollowing error message: Failed to join the instance ‘NODE2’ to theavailability group ‘AG1’.(Microsoft.SqlServer.Management.SDK.TaskForms)CauseThe endpoint is blocked by firewall.

Solution1. Ensure that the endpoint Hadr_endpoint on default port 5022 is not blocked by a firewall.2. Confirm the following:

• Startup account of primary server is added to all the secondary servers• Startup accounts of all secondary servers are added to primary servers• Startup account of each replica is added to other replicas

3. If the logon account of SQL Server is “Nt service\” or local system account, then, ensurethat the system account (Domainname\systemname$) of each replica is added to otherreplicas.

4. Grant the connect permission on endpoints created on each replicas for startup account ofother replica servers (Grant the connect permission on endpoints even if startup account ofother replicas are added as sysadmins).

5. Ensure that the SQL Server name (select @@servername) matches with the hostname.6. Ensure cluster service startup account is part of the SQL Server logins.

Interaction playback issuesConditionWhen a user tries to playback an interaction of type MP4, the user might face issues with the MP4video.

CauseThe Windows media player might not be upgraded to the latest version, or there are more thanone media players on the user machine.

Failed to join the instance NODE2 to the availability group AG1



SolutionPlay the MP4 video on a Windows media player with the latest version, or use any other mediaplayer.

Unable to view components in SysAdmin when installingthrough maintenance mode

ConditionIn the SysAdmin application, few components are not displayed at times when you install throughmaintenance mode.

Solution1. Click Start > SQL Server Management Studio on the server where the Harmony

Workforce Optimization database is installed.2. Select the HARMONY Host database and click New Query.3. Type the query, UPDATE KSLOOKUP SET STATUS='A' where

LOOKUP_CODE='COMPONENT_TYPE' AND STATUS='I' andLOOKUP_TYPE='COMPNAME' and click Execute.

Replace COMPNAME with the component name.The component is now visible in the SysAdmin Configuration window.

Services disappear from Windows console when HarmonyWorkforce Optimization installer is run and closed inmaintenance mode

ConditionWhen the Harmony Workforce Optimization installer is run in maintenance mode to add or removea component, and the program is killed manually or through server reboot, the existing services inthe server are not visible in Windows Services Console.

CauseServices disappear from the Windows console because of the process being killed or due toserver reboot.

Solution1. Open the Harmony Workforce Optimization installer in maintenance mode to install a

random component.You can remove the component later, if it is not required.

Troubleshooting



2. Right-click Harmony_5_2_2.exe and click Run as Administrator.3. Click Next.4. On the Program Maintenance window, select Modify to manage the features that you want

to install or uninstall and click Next .5. On the Custom Setup window, select the component that you want to install and click

Next .6. On the Ready to Modify the Program window, click Install.

The system restores the services back in Windows Services Console.7. On the Program Maintenance window, select Remove to uninstall the component.8. On the Ready to Remove the Program window, click Uninstall.

Install or upgrade program failsConditionThe install or upgrade program fails while upgrading from McAfee version 8.8 to 10.

CauseMcAfee version 10 antivirus system blocks the VBScript engine present in a Windows server.

Solution1. Open Control Panel > Programs > Uninstall a program

The system displays the Programs and Features page.2. Click McAfee Endpoint Security Threat Prevention.

The systems displays the following message: Are you sure you want touninstall McAfee Endpoint Security Threat Prevention?

3. Click Yes.4. After the uninstall process is complete, refresh the Programs list.

The list still displays the McAfee Agent.5. Open command prompt and navigate to C:\Program Files\McAfee\Agent\x86

folder.

6. Run the following command: frminst.exe/remove=agent.

The McAfee agent gets uninstalled.7. Run the MCPR tool to remove any McAfee components available from McAfee.

You can now install or upgrade Harmony Workforce Optimization .

Install or upgrade program fails



Chapter 15: Resources

DocumentationSee the following related documents at http://support.avaya.com:

Documentnumber

Title Use this document to: Audience

Table continues…Overview

Harmony WorkforceOptimization Overview andSpecification

Provide a high-level functionaldescription of the capabilities of theHarmony Workforce Optimizationapplication.

All

ImplementingDeploying Harmony WorkforceOptimization with Avaya Aura®

Communication Manager andAvaya Aura® Call Center Elite

Provides checklist and proceduresfor the installation, configuration,initial administration, and basicmaintenance ofHarmony WorkforceOptimization with Avaya Aura®

Communication Manager and AvayaAura® Call Center Elite.

Deploymentengineers andsupportpersonnel

Deploying Harmony WorkforceOptimization with IP Office andIP Office Contact Center

Provides checklist and proceduresfor the installation, configuration,initial administration, and basicmaintenance ofHarmony WorkforceOptimization with IP Office and IPOffice Contact Center.


Deploying Harmony WorkforceOptimization with IP Office andAvaya Contact Center Select

Provides checklist and proceduresfor the installation, configuration,initial administration, and basicmaintenance ofHarmony WorkforceOptimization with IP Office andAvaya Contact Center Select.


Deploying Harmony WorkforceOptimization with Avaya Aura®

Communication Manager andAvaya Oceana™ Solution

Provides checklist and proceduresfor the installation, configuration,initial administration, and basicmaintenance ofHarmony WorkforceOptimization with Avaya Aura®





Documentnumber

Title Use this document to: Audience

Communication Manager and AvayaOceana™ Solution.

Deploying Harmony WorkforceOptimization with AvayaCommunication Server 1000and Avaya Aura® ContactCenter

Provides checklist and proceduresfor the installation, configuration,initial administration, and basicmaintenance of Harmony WorkforceOptimization with AvayaCommunication Server 1000 andAvaya Aura® Contact Center.


AdministeringAdministering HarmonyWorkforce Optimization

Explain how to use HarmonyWorkforce Optimization to configureyour system, employee data,settings, and recording rules andperform routine maintenance tasks.

The content is available in twoformats: HTML and PDF.

Administrators

UsingHarmony WorkforceOptimization Quick ReferenceGuide for Supervisors

Understand the most common usertasks that a Supervisor performs.

Users

Harmony WorkforceOptimization Quick ReferenceGuide for Call Center Agents

Understand the most common usertasks that an Agent performs.

Users

Harmony WorkforceOptimization Quick ReferenceGuide for QA Analyst

Understand the most common usertasks that a QA Analyst performs.

Users

Harmony WorkforceOptimization Quick ReferenceGuide for Administrators

Understand the most common usertasks that an Administrator performs.

Administrators

Viewing Avaya Mentor videosAvaya Mentor videos provide technical content on how to install, configure, and troubleshootAvaya products.

About this taskVideos are available on the Avaya Support website, listed under the video document type, and onthe Avaya-run channel on YouTube.

Viewing Avaya Mentor videos



Procedure• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one

of the following actions:

- In Search, type Avaya Mentor Videos to see a list of the available videos.

- In Search, type the product name. On the Search Results page, select Video in theContent Type column on the left.

• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor andperform one of the following actions:

- Enter a key word or key words in the Search Channel to search for a specific product ortopic.

- Scroll down Playlists, and click the name of a topic to see the available list of videosposted on the website.

Note:

Videos are not available for all products.

SupportGo to the Avaya Support website at http://support.avaya.com for the most up-to-datedocumentation, product notices, and knowledge articles. You can also search for release notes,downloads, and resolutions to issues. Use the online service request system to create a servicerequest. Chat with live agents to get answers to questions, or request an agent to connect you to asupport team if an issue requires additional expertise.

Resources



http://www.youtube.com/AvayaMentor

http://support.avaya.com


Appendix A: Avaya Proactive OutreachManager deployment

Integration overveiwHarmony Workforce Optimization integration with Avaya Aura® Call Center Elite (Call Center Elite)on Avaya Aura® Communication Manager (Communication Manager) with Avaya ProactiveOutreach Manager supports the following deployments:

• Avaya Aura® Contact Center on Communication Manager and Avaya Proactive OutreachManager active recording

• Avaya Aura® Contact Center on Communication Manager and Avaya Proactive OutreachManager passive recording

Agent and extension-based active recordingPure outbound callsIn active recording, for outbound calls, the Harmony Workforce Optimization Recorder uses Avayaadapter to get voice streams, POM adapter to get call signalling, agent information, businessvariables, and dialer information. When a Avaya Proactive Outreach Manager agent logs on to theagent desktop, Avaya Proactive Outreach Manager establishes a voice path or nail-up to theagent's extension. When the agent is nailed up, the Calling Line Identification (CLID) numberconfigured on Avaya Aura® Experience Portal appears on the agent deskphone. Depending on theprogressive or preview campaign type, Avaya Proactive Outreach Manager initiates a call to thecustomer, patches the agent to send a preview of customer information, and then initiates the callto the customer.Avaya Proactive Outreach Manager then initiates the call to the agent's extension if the agent isassigned to a skill set that is attached to a currently running Avaya Proactive Outreach Managercampaign. Once the agent is nailed up, POM adapter sends the agent login information andAvaya adapter sends the stream event to the Recorder. Avaya Proactive Outreach Manageranchors the call on a Media Processing Platform (MPP) server and routes the call through theSession Manager to the agent's extension. Avaya Proactive Outreach Manager automaticallypatches the customer call with the ongoing nail-up call. Avaya adapter receives the stream eventonly once from Avaya Aura® Application Enablement Services till it is nailed up for the outboundcampaign. Once the campaign ends, nail-up call ends and the agent is logged out from theRecorder.

Blended callsIn a blended scenario, Avaya Proactive Outreach Manager agent is configured with both outboundand inbound skills. Avaya Proactive Outreach Manager will nail-up the agent for outbound callsand if there are outstanding calls in Inbound skill, Avaya Proactive Outreach Manager will end the



nail-up call and release the agent for inbound calls. The Harmony Workforce OptimizationRecorder uses Avaya adapter to get voice streams. AES adapter to get call signaling, andAACCNet adapter agent login and logout information, and business data. Additionally, AACCNetadapter is also used to get signalling, agent login and logout information, and business data fornonvoice transactions. The call comes from the PSTN and lands on Avaya Aura® ExperiencePortal and after self-service call, Avaya Aura® Experience Portal transfers the call toAvaya Aura®

Contact Center and is routed to an available voice agent. Avaya Aura® Application EnablementServices receives the call signaling information from Communication Manager and then sends it tothe AES adapter. AES adapter then processes it and sends it to the Harmony WorkforceOptimization Recorder. The call traverses through a layer 2 switch to the IP phones.For active recording, you must:

• Connect the recorder to a POM adapter, an AES adapter, an Avaya adapter, and anAACCNet adapter.

• Configure parameters for call signalling in POM adapter for outbound calls and AES adapterfor inbound calls.

• Configure parameters to enable device media and call control (DMCC) for single stepconference or multiple registrations in Avaya adapter.

• Configure parameters to enable CCT signaling for agent information and business data inAACCNet adapter for both voice and nonvoice transactions.

Agent and extension-based SPAN or passive recordingPure outbound callsIn passive recording, for outbound calls, the Harmony Workforce Optimization Recorder usesSPAN to get voice streams, POM adapter to get call signalling, agent information, businessvariables, and dialer information. When a Avaya Proactive Outreach Manager agent logs on to theagent desktop, Avaya Proactive Outreach Manager establishes a voice path or nail-up to theagent's extension. When the agent is nailed up, the Calling Line Identification (CLID) numberconfigured on Avaya Aura® Experience Portal appears on the agent deskphone. Depending on theprogressive or preview campaign type, Avaya Proactive Outreach Manager initiates a call to thecustomer, patches the agent to send a preview of customer information, and then initiates the callto the customer.Avaya Proactive Outreach Manager then initiates the call to the agent's extension if the agent isassigned to a skill set that is attached to a currently running Avaya Proactive Outreach Managercampaign. Once the agent is nailed up, POM adapter sends the agent login information and thestream events are sent to the Recorder through SPAN. Avaya Proactive Outreach Manageranchors the call on a Media Processing Platform (MPP) server and routes the call through theSession Manager to the agent's extension. Avaya Proactive Outreach Manager automaticallypatches the customer call with the ongoing nail-up call. Once the campaign ends, nail-up call endsand the agent is logged out from the Recorder.

Blended callsIn a blended scenario, Avaya Proactive Outreach Manager agent is configured with both outboundand inbound skills. Avaya Proactive Outreach Manager will nail-up the agent for outbound callsand if there are outstanding calls in Inbound skill, Avaya Proactive Outreach Manager will end thenail-up call and release the agent for inbound calls. The Harmony Workforce OptimizationRecorder uses SPAN Avaya adapter to get voice streams and AES adapter to get call signaling,and AACCNet adapter agent login and logout information, and business data. Additionally,AACCNet adapter is also used to get signalling, agent login and logout information, and businessdata for nonvoice transactions. The call comes from the PSTN and lands on Avaya Aura®

Avaya Proactive Outreach Manager deployment



Experience Portal and after self-service call, Avaya Aura® Experience Portal transfers the call toAvaya Aura® Contact Center and is routed to an available voice agent. Avaya Aura® ApplicationEnablement Services receives the call signaling information from Communication Manager andthen sends it to the AES adapter. AES adapter then processes it and sends it to the HarmonyWorkforce Optimization Recorder. The call traverses through a layer 2 switch to the IP phones. Onthe Layer 2 switch, a port is configured as SPAN, which mirrors the voice RTP and sends it to theHarmony Workforce Optimization Recorder.For passive recording, you must:

• Connect the recorder to an AES adapter and AACCNet adapter for inbound calls andnonvoice transactions, and a POM adapter for outbound calls.

• Configure parameters for call signalling, agent information, and business data in POMadapter for outbound calls and AES adapter for inbound calls.


Signaling informationTo maintain a record of the Harmony Workforce Optimization configuration information, take aprintout of the following table and work with your network administrator to fill the empty cells:

Signaling for Avaya Proactive Outreach ManagerName Value DescriptionIP address The IP address of the primary

server where Avaya ProactiveOutreach Manager is installed.

Port The port number of the primaryserver where Avaya ProactiveOutreach Manager is installed.

Auxiliary IP address The IP address of the auxiliaryserver where Avaya ProactiveOutreach Manager is installed.

Auxiliary Port The port number of the auxiliaryserver where Avaya ProactiveOutreach Manager is installed.

Username The Avaya Proactive OutreachManager username.

Password The Avaya Proactive OutreachManager password.




Avaya Proactive Outreach Manager configuration

Prerequisites for configuring Avaya Aura® Contact Center onCommunication Manager with Avaya Proactive Outreach Manager


1 Configure Avaya ProactiveOutreach Manager using thefollowing tasks:

• Enable recorder integration.

• Enable UCID generation.

• Configure Avaya ProactiveOutreach Manager reports togather metadata informationfor interactions.

See:

• Enabling recorderintegration on page 232

• Enabling UCIDgeneration on page 232

• Configuring POM reports onpage 233

Enabling recorder integrationProcedure

1. Login to POM web interface using the URL: https://<Aux POM Server IPaddress>/.

2. Go to POM Home > Configurations menu > Global Configurations.

3. Select the Enable Recording check box in the Recorder section.

4. In the Agent settings section, go to ANI for external consult calls, and select AgentExtension.

5. Click Save.

Enabling UCID generationAbout this taskPOM’s Nailer and Driver CC-XML applications interact with Avaya Aura® Experience Portal andMPP to perform telephony operations. POM applications provide the Universal Call Identifier in theform of metadata of recording APIs.




Procedure1. Login to EPM web interface using the URL: https://EPM-server/VoicePortal,

where EPM-server is the hostname or IP address of the system where the primary EPMsoftware is installed.

2. Go to System Configurations > Applications.3. Select the check box next to Nailer and click Edit.4. in the Advanced Parameters section, go to Generate UCID option, and click Yes.

5. Go to System Configurations > Applications.6. Select the check box next to POMDriverApp and click Edit.7. in the Advanced Parameters section, go to Generate UCID option, and click Yes.

8. Click Save.

Configuring POM reportsFor deployments using POM version prior to 3.1.1, metadata information such as reason code,POM session ID, completion code, skill ID, and skill name are not updated for interactions that arerecorded. The metadata information is extracted from POM reports using Harmony WorkforceOptimization ETL scripts that run every 15 minutes. The POM reports must be scheduled to runevery hour.

Since POM generates reports with the same name and prefix, it is challenging for the HarmonyWorkforce Optimization ETL script to identify appropriate reports and process them. To mitigatethis challenge, a shell script is provided to copy the relevant set of reports at regular intervals to adifferent location. This location is then used while configuring ETL job in Harmony WorkforceOptimization.

To fetch the metadata information for interactions, perform the following tasks only if you are usinga POM version prior to 3.1.1:

• Create the following POM reports:

- POM Call End Reason Code: CDR_Harmony.xml- POM Campaign Detail: PCD_Harmony.xml- POM Campaign and Skill Information: PCPH_Harmony.xml

• Schedule the POM reports.

• Configure Harmony Workforce Optimization user in EPM.

• Copy the generated POM reports for Harmony Workforce Optimization ETL process..

• Configure the Cron trigger.

• Process the POM reports in Harmony Workforce Optimization.




Note:

For the POM 3.1.1 version, you need not configure POM reports and ETL process.

Creating POM contact details reportProcedure

1. Login to EPM web interface using the URL: https://EPM-server/VoicePortal,where EPM-server is the hostname or IP address of the system where the primary EPMsoftware is installed.

2. Go to Reports > Custom and click Add.

3. Select Standard Reports and select Contact Detail Report from the drop down in theSelect a Source Report section.

4. Configure the following fields:

• Report Name: Type the name of the report. For example, Harmony_CDR.

• Date and Time: Select the date and time as required.

• Optional Filters: Select All for all the filters in this section.

5. Click Save to save the report.

Creating POM campaign details reportProcedure



3. Select Standard Reports and select POM Campaign Detail from the drop down in theSelect a Source Report section.


• Report Name: Type the name of the report. For example, Harmony_PCD.




Creating POM campaign parameters history reportProcedure






3. Select Standard Reports and select POM Campaign Parameters History from the dropdown in the Select a Source Report section.


• Report Name: Type the name of the report. For example, Harmony_PCPH.




Scheduling POM reportsProcedure


2. Go to Reports > Scheduled and click Add.

3. Select Custom Reports and select the custom reports you created from the drop down inthe Select a Source Report section.

4. Configure the following sections:

• Schedule Date and Time: Schedule the data and time of the reports.

• Report Date and Time: Set the data and time of the reports.

• Notification Methods And Output Options: Select Generate Event and select outputas CSV.

5. Retain the other default values.

6. Click Save.

7. Repeat the steps for all the POM reports.

Configuring Harmony Workforce Optimization user in Experience PortalProcedure


2. Go to User Management > Users and click Add.


• Name: Type the name of the Harmony Workforce Optimization user.

• Enable: Select Yes.

• Role: Select Administration, Maintenance, Operations, and Reporting.

• Password: Type a password.




• Verify Password: Type the password again to confirm.

• Enforce Password Longevity: Select the check box.

4. Click Save.

Copying the generated POM reports for Harmony Workforce OptimizationETL process

Procedure1. Log in to the server hosting the Harmony Workforce Optimization web application.

2. Go to C:\<WFO_HOME>\ETLTasks\POMReportsParser..

3. Download Copyreports.sh and place the file in the Harmony Workforce Optimizationuser’s home directory.

4. Right-click the Copyreports.sh file, select Open with and click Notepad.

5. Update the values for the following parameters:

• SOURCEDIR: Enter the path where EPM generates the report files.

• TARGETDIR: Enter the path where the cron job will copy the files. This is the path fromwhere Harmony Workforce Optimization ETL processes the report files and removesthem once the processing is done.


Executing the Cron triggerProcedure

1. Log in to the server hosting the Harmony Workforce Optimization web application.

2. Open a command prompt.

3. In the command prompt, go to the path you provided for the TARGETDIR parameter in thecopyreports.sh file.

4. Execute the following commands:

• Crontab-e• 14, 19, 34, 49 **** /home/Harmony/copyscripts.sh, where the path /home/Harmony refers to the path of the Harmony user.

• corntab-l: Displays the cron jobs listed.

Processing the POM reports in Harmony Workforce OptimizationAbout this taskThe ETL task, when invoked, pulls all the available reports under the configured directory on thePOM server and downloads them on the Harmony Workforce Optimization server for processing.There are no source folder or unique names with which POM creates its report output files.Therefore, Harmony Workforce Optimization fetches all the POM reports, identifies the appropriate




report, and processes them. During the synchronization process, the source files are removedfrom the POM server.

Procedure1. Log in to the server hosting the Harmony Workforce Optimization web application.

2. Go to C:\<WFO_HOME>\ETLTasks\POMReportsParser.

3. Right-click the POM_Configurations.sql file, select Open with and click Notepad.

4. Configure the following parameters:

• set @POM_VERSION= Type the POM version. Ensure the version is 3.0.4 or 3.0.5.

• set @POM_SERVER_IP= Type the POM server IP address.

• set @POM_SERVER_USERNAME= Type the POM server username.

• set @POM_SERVER_PASSWORD= Type the POM server password.

• set @POM_SERVER_PORT= Type the POM server SSH port number.

• set @POM_REPORTS_DIRECTORY= Type the POM path where the cron job copiesthe files. The path is the TARGETDIR from where the ETL processes the report files andremoves them once the processing is done..

5. Click Start > SQL Management Studioon the server where Harmony WorkforceOptimization database is installed.

6. Select the tenant database and run the script POM_Configurations.sql .7. On the tenant database, click New Query.

8. Type the query, UPDATE HARMONY_ETL_TASK SET SCHEDULE_STATUS='NEW',STATUS='A', UPDATE_BY=0, UPDATE_DATE=GETUTCDATE() whereTASK_NAME='POMReportsParser'GO and click Execute.




Parameter configuration for Avaya Proactive OutreachManager deployments

Parameter configuration checklistNo. Task Reference Notes

1 Use any one the followingprocedures to configure parametersfor components and adapters foroutbound calls:



See:

• Configuringdynamicparameters for theadapter onpage 249

• Performing bulkactions onpage 115


3 Configure the POM adapter and theAvaya adapter for active recording.

See:

• POM adapterparameters onpage 243

• RecorderParameters onpage 244

4 Configure the POM adapter forpassive recording.

See POM adapterparameters onpage 243.

5 Use any one the followingprocedures to configure parametersfor components and adapters foroutbound calls:



See:

• Configuringdynamicparameters for theadapter onpage 249

• Performing bulkactions onpage 115

Table continues…






7 Configure the AES adapter, Avayaadapter, and the AACCNet adapterfor active recording.

See:



• AACCNet adapterparameters onpage 118.

8 Configure the AES adapter and theAACCNet adapter for passiverecording.

See:



9 Configure the messagingparameters for on-demandrecording.


10 Configure the media managerparameters for call encryption.

See Media managerparameters onpage 120.

11 Configure the recorder parameters. See RecorderParameters onpage 244.

12 Configure the following componentparameters:

• Log Manager


• Packet Sniffer

• System Administration

• Analytics

See:

• Log Managerparameters onpage 277

• Process checklistparameters onpage 278

• Packet Snifferparameters onpage 279

• SystemAdministration

Table continues…

Parameter configuration for Avaya Proactive Outreach Manager deployments




parameters onpage 281

• Analyticsparameters onpage 282

Configuring component parametersAbout this taskEvery component has a corresponding service that starts and stops the processing of thecomponent. After installing Harmony Workforce Optimization, you must configure few mandatoryparameters for each of the components to start the service.




a. In the Component field, select a component.b. In the Asset field, select the asset you want to configure.c. In the Node field, select the node you want to configure.



5. Click Save.


Component parameters field descriptionName DescriptionComponent The components and adapters available for

Harmony Workforce Optimization. The options are:

• Analytics

• Media Manager


• Messaging

• RecorderTable continues…




Name Description• Log Manager

• Packet Sniffer

• SysAdmin

• WebApp

• AACCNet adapter

• Avaya adapter

• AES adapter

• POM adapterAsset The server where the selected component is

installed.Node A single instance of the selected component

installed on the selected server or assets.

Performing bulk actionsAbout this taskUse this procedure to download the parameter configurations for a component in an excelspreadsheet. You can change the parameter values and import the spreadsheet. The spreadsheetyou download highlights all the mandatory parameters in red color. You cannot import thespreadsheet if the mandatory values highlighted in red are not configured.



3. To configure parameter for a component, click the Component tab.

4. In the Component field, select a component.




8. Click Bulk Import.9. To update system level component parameter values for a node, click the Service tab and

do the following:


b. In the Asset field, select an asset.







13. Click Bulk Import.

AES adapter parametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.



AES ServerConfiguration

LoginUserName CTI username on the AES server. Active/Passive

Password CTI user password on the AES server. Active/Passive

AESServerID AES server ID. For secure connections,configure secure server ID.

Active/Passive

AlertConfiguration




Active/Passive

ComponentOptions

HuntGroupExtensions Skill or hunt group extensions. Active/Passive

MaxNoOfContactInstancesForVoice

1 for single contact instance and 10 formultiple contact instances. The defaultvalue is 1.

Active/Passive

SitesList Comma separated site aliases to besupported by the AES adapter instance.

Active/Passive

TrustedLicensingEnabled True Active/Passive

POMNailupCallCLID Nailup call CLID that is specified on AvayaProactive Outreach Manager server. Forexample, 98765.

Active/Passive

POMIntegrationEnabled True Active/Passive


Table continues…





LogTSAPIEvents True Active/Passive

Queue Size MaxSizeOfDatabaseTable The maximum size of database table. Thedefault value is 1000.

Active/Passive

Server Ports AESAdapterServerPort 33012 Active/Passive

AESAdapterDynConfigPort

33019 Active/Passive

POM adapter parametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.



Application Application Harmony Active/Passive

version 5.2.2 Active/Passive

Common AlertManagerPort 9495 Active/Passive


AlertManagerIPAddress

IP address of the server on which theSysAdmin is installed.

Active/Passive

HostDataIP IP address of the server where the POMadapter service is running.

Active/Passive

HostName Host name of the machine where the POMadapter service is running.

Active/Passive

SitesList Comma separated site aliases to besupported by the POM adapter instance.

Active/Passive

POM SendPOMPhoneExtInfo

True for active deployments.

False for passive deployments.

Active/Passive

SendPOMAgentLoginInfo


SendPOMAgentLogoutInfo


POMVersion <3.1.1 if the POM version is prior to 3.1.1

3.1.1 if the POM version is 3.1.1

Active/Passive




Recorder ParametersThe table lists the adapter parameters required for active and passive recording. For detailed description ofeach parameter, refer to Appendix: Parameter descriptions.



Adapter Configuration DelayedExtendedCallInfo

True Active/Passive

UseCTIIntegration True Active/Passive

SaveCTICallIDInConnected


UpdateICMFromWrapUp

True Active/Passive

Alert Configuration AlertManagerPort 9495 Active/Passive



Active/Passive


LogDatabaseQueries True Active/Passive

LogCTIOSKeepAliveMessages

True Active/Passive

LogCTIOSHTTPMessages

True Active/Passive

Recording DriveSelect Current working directory folder wherethe recorder stores interaction data.For example, D:\. .

Active/Passive

MaxNoOfLinesForRecording

Maximum number of lines that theRecorder records per station for anagent. The default value is 6. If thereare no multiple lines, configure thevalue as 1.

Active/Passive

VoiceIPAddress1 Vice NIC IP address for passiverecording and adapter server IPaddress in case of active recording.

RecorderPacketFilterString

(((ip proto TCP) and (((tcp port 2000 or5060)for SIP and SPAN recording.

Active/Passive

Table continues…





(ip proto UDP))for CommunicationManager, AES, and IP Office, TAPI,and SPAN recording. This is thedefault value.

AvayaIntegration False Active/Passive

RTCPProcessingEnabled

True for passive recording and Falsefor active recording.

Active/Passive

LoginAgentOnPhoneExtTableAdd

True Active/Passive

SpeakerSeparation False for active deployments and Truefor passive deployments.

Active/Passive

UseTenantNameInVoiceCaseID

True Active/Passive

VoiceStreamLastCheckTime

Agent working hours. It isrecommended to set the office hoursof 9 to 10 hours which amounts to32400 to 36000 seconds. The defaultvalue is 5 seconds.

Active/Passive

SIPRecording VoiceStreamRecordingEnabled


Active/Passive

HostedCCSIPIntegration True ActiveScreen Capture ScreenCaptureEnabled True Active/

PassiveSCUploadServerIPAddress

IP address of the Unified Messagingcomponent where the screen captureservice connects to upload screens.

Active/Passive

Silent Monitor PublicIPAddress IP address used for live monitoring asthe IP address of the server whererecorder is running.

Active/Passive

ApplicationServerIPAddress

IP address of the web applicationserver.

Active/Passive

AppServerPort 80 Active/Passive

Storage Configuration StorageServerIPAddress IP address of the server where therecorder is running to storeinteractions.

Active/Passive

StoragePath Location to store audio files. Forexample, D:\Voice.

Active/Passive

UnifiedMessaging ScreenCaptureProxyIPAddress

IP address of the Unified Messagingcomponent or screen capture proxy so

Active/Passive

Table continues…





that the recorder can send all screencapture events.

Dynamic parameter configuration for Avaya ProactiveOutreach Manager deployments

Dynamic parameter configuration checklistNo. Task Reference Notes

1 Configure the dynamic parametersfor the recorder.• For active recording, connect

recorder to an AES adapter, anAvaya adapter, and a POMadapter.

SeeConfiguringdynamic parametersfor the recorder onpage 247 and Configuration valuesfor dynamic recorderparameter onpage 248.

• For passive recording, connectrecorder to an AES adapter and aPOM adapter.


• For on-demand recording, connectrecorder to the Messagingadapter.


• For call encryption, connectrecorder to the Media Managerservice.

SeeConfiguringdynamic parametersfor the recorder on

Table continues…





page 247 and Configuration valuesfor dynamic recorderparameter onpage 248.

2 Configure dynamic parameters foradapters.

See Configuringdynamic parametersfor the adapter onpage 249.

• For active recording, configure theAvaya adapter and the POMadapter parameters.

See Avaya adapterparameters onpage 250and POMadapterparameters onpage 251.

• For the Messaging component toconnect to the Recorder, MediaManager, and the web application,configure dynamic parameters forMessaging.











Dynamic parameter configuration for Avaya Proactive Outreach Manager deployments



Related linksConfiguration values for dynamic recorder parameter on page 248

Configuration values for dynamic recorder parameterAdapter setsThe table below lists the two adapter sets you must create for the recorder to connect to POM adapter, AESadapter, Avaya adapter and AACCNet adapter. For on-demand recording, create another adapter set for therecorder to connect to the Messaging component.

Parameter ValueComponent RecorderDynamic Type AdapterAsset Name of the server where the recorder is installedNode Name of the instance of the recorder installed on the selected

server or asset.No of Sets 5 for active recording and 4 for passive recordingAdapter Dynamic Set 1Name AES adapterServerAddress The IP address of the server where AES adapter is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2Name Avaya adapterServerAddress The IP address of the server where Avaya adapter is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 3Name AACCNet adapterServerAddress The IP address of the server where AACCNet adapter is

installed.ServerPort 34301ServerLocalPort 33334WebURLString /AACCAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name POM adapterServerAddress The IP address of the server where POM adapter is installed

Table continues…




Parameter ValueServerPort 34106ServerLocalPort 33335WebURLString /AvayaAdapter/MonitorSitesRecorderRequestIsCritical TrueAdapter Dynamic Set 5Name Unified MessagingServerAddress The IP address of the server where the Unified Messaging


Service setsFor call encryption, create a service set for the recorder to connect to the Media Manager component.

Parameter ValueComponent RecorderDynamic Type ServiceAsset Name of the server where the recorder is installedNode Name of the instance of the recorder installed on the selected

server or asset.No of Sets 1Service Dynamic Set 1Name Media ManagerServerAddress The IP address of the server where the Media Manager

















Related linksAvaya adapter parameters on page 250POM adapter parameters on page 251Messaging parameters on page 252

Avaya adapter parametersName Descriptioncmapi.server_IP To configure the IP address of the server where





cmapi.password To configure the CTI user password created forHarmony Workforce Optimization to integrate CTIwith DMCC service running in the AES server.

cmapi.CallServer To register the device to Communication Manageror to do call control with a third party device. Thedefault value is cmsim.



• True: The value to enable the recording tonefeature.

Table continues…




Name Description• False: The default value.

BackupCallServer To configure the name of the CommunicationManager as configured in the AES backup server

BackupCallServerIP To configure the AES backup server IP address.BackupCMAPIUserName To configure the backup CTI username created for


BackupCMAPIPassword To configure the backup CTI user password createdfor Harmony Workforce Optimization to integrateCTI with DMCC service running in the AES server.


POM adapter parametersName DescriptionPOMServerIP To configure the IP address of the Avaya Proactive

Outreach Managerprimary server.POMServerPort To configure the port number of the Avaya Proactive

Outreach Managerprimary server. The default valueis 7999.

POMServerAuxIP To configure the IP address of the Avaya ProactiveOutreach Managersecondary server.

POMServerAuxPort To configure the port number of the Avaya ProactiveOutreach Managersecondary server. The defaultvalue is 7999.

POMLoginName To configure the login name of the Avaya ProactiveOutreach Managerserver.

POMPassword To configure the password of the Avaya ProactiveOutreach Managerserver.

POMZoneList To configure the zone list for which calls need to berecorded.

TenantAlias To configure the tenant alias to which the POMadapter must be associated.





Messaging parametersParameter DescriptionTenant To configure the tenant to which the Messaging

component must be associated.wrapupTime To configure the wrap up time for screens in

minutes.bandwidth To configure the bandwidth required for screen

upload. This parameter must be configured basedon what is configured for the maxPermitSizeparameter.

maxPermitSize To configure the maximum number of concurrentscreens to upload.

timeToUpload To configure the time to resume screen upload oncethe maximum size for screen upload is reached.

proxyIP To specify the host name or IP address of theserver where the web application is deployed. Youcan view screen captures while monitoring liveinteractions.

proxyPort To specify the port number where the webapplication server or Apache server is running.

proxyProtocol To specify the host protocol (http or https) where theweb application server or Apache server is installed.

EDServiceIPAddress To configure the IP address of the server whereMedia Manager is running to encrypt and decryptscreens.

EDServicePort To configure the port number for Media Manager.The default value is 33047.

RecorderServerIP To specify the IP address of the server where therecorder is running to send the Screen Logininformation to the recorder.

RecorderServerPort To configure the port number for recorder. Thedefault value is 33024.

SecondaryRecorders To specify the IP address of the server where thesecondary recorder is running.


Restarting the componentsProcedure





2. Click Start > Run > services.msc3. Right-click the component and click Restart.

LimitationsAvaya Aura® Contact Center on Communication Manager deployment limitations

• Call recording does not work for any SIP phones as the phone IP address is not available forpassive recording. As a workaround, you must configure a second recorder instance on thesame recorder server for SIP based recording.

• High availability fails when there is a network disconnection for AES and Avaya Aura®

Contact Center servers. The standby secondary server does not become active automaticallywhen the active primary server is down.

• In multiple transfer and conference scenarios, calls are not stitched together because theICM_ENTERPRISE ID appears different for agent and supervisor calls.

• When Avaya adapter loses connection with Device Media Call Control (DMCC) during a livecall and regains connection, the recording tone that was previously heard is not heardanymore for the live call. This happens in active recording in single step conference.

• With multiplicity, calls are not getting recorded for more than forty agents.• If you modify or remove an extension in the Harmony Workforce Optimization application, the

Avaya adapter DebugServlet retains the stale entry of the extension until the cleanup task isexecuted in the background. The task is usually executed in 30 minutes.

Avaya Proactive Outreach Manager (POM) deployment limitations• If the POM agent is in a nailed up connection with POM for more than the number of seconds

configured in the VoiceStreamLastCheckTime parameter, the Recorder records the rest ofthe calls as NORTP until the nailed up connection is disconnected and connected again.

• When the POM adapter service is restarted during production hours, all ongoing interactionswill be lost till the POM adapter service is functional and connected to the recorder service.

• Consult, transfer, and conference calls made from POM client is recorded as a singleoutbound call for an agent in POM multiplicity.

Installer limitations• When you uninstall the Harmony Workforce Optimization application, the log manager

component is not removed from services.msc and appears as running in disabled state.

Harmony Workforce Optimization component limitations• The Harmony Workforce Optimization components do not send email alert messages when

the connection to the database is lost. However, the components send SNMP traps.• When you disable and enable the data NIC on a server, you must restart all Harmony

Workforce Optimization components running on that server.• Harmony Workforce Optimization supports only 40 characters for interaction metadata

values. If an automatic call distribution (ACD) or a customer relationship management (CRM)system sends values more than 40 characters, the values will be truncated to 40 characters.

Limitations



• Harmony Workforce Optimization does not record supervisor calls (voice or non-voice) whenthe coaching, intrusion, whisper, or barge feature is enabled for an agent.

• When a new tenant is created or an existing tenant is marked as default in SysAdmin, thewebapp service takes 5 minutes to load the tenant. Ensure that you wait for 5 minutes if youwant to log in to the application without the tenant alias.

• After you apply the latest Windows patches, sometimes, Internet Explorer fails to play audiofor live interactions. As a workaround, refresh the Live Monitoring playback window.

• When any ACD or PBX becomes non-functional or is restarted, the respective HarmonyWorkforce Optimization adapters must be restarted after the ACD or PBX becomesfunctional.

• Voice drive is not created in a multibox deployment, where you install web application,SysAdmin, and database on one box and Harmony Workforce Optimization components onanother box. As a workaround, you must manually create a voice drive on the server onwhich the Harmony Workforce Optimization components is installed.

Voice multiplicity configuration

Configuring Recorder parameters for voice multiplicityProcedure




a. In the Component field, select Recorder.b. In the Asset field, select the asset you want to configure.




b. For MaxNoOfContactInstancesForVoice parameter, type the number of contactinstances for voice transactions that you want an agent to handle concurrently.


c. For MaxNoOfContactInstancesForNonVoice parameter, type the number of contactinstances for nonvoice transactions that you want an agent to handle concurrently..


5. Click Save.





Configuring Avaya adapter parameters for voice multiplicityProcedure







4. In the Value column of the MultiplicityEnabled parameter, type True.

5. Click Save.


Configuring AES adapter parameters for voice multiplicityProcedure







4. In the Value column of the MaxNoOfContactInstances parameter, type 9.

5. Click Save.


Voice multiplicity configuration



Configuring AACCNet adapter parameters for voice multiplicityProcedure




a. In the Component field, select AACCNet adapter.





b. For FirstContactInstanceForNonVoice parameter, type 11 if theMaxNoOfContactInstancesForNonVoice parameter in Recorder is set to 10.

c. For MaxNoOfContactInstancesForNonVoice parameter, type the number of contactinstances for nonvoice transactions that you want an agent to handle concurrently.


5. Click Save.


Configuring POM adapter parameters for voice multiplicityProcedure




a. In the Component field, select POM adapter.





b. For POMContactInstanceForVoice parameter, type 10.

5. Click Save.






ChecklistNo. Tasks Reference

1 Verify that the adapters are functionaland connected to Avaya Aura®

Contact Center in the followingadapter logs:• AvayaAdapter.log file See Avaya adapter log verification on

page 257.• AESAdapter.log file See AES adapter log verification on

page 258.• AACCNetAdapter.log file See AACCNet adapter log verification on

page 260.2 Verify that the POM adapter is

functional and connected to AvayaProactive Outreach Manager in thePOMAdapter.log file.

3 Verify that the POM adapter, Avayaadapter, AES adapter, and AACCNetadapter are connected to the recorderin the Recorder.log file.


4 Verify that the agent login informationis available in the POMAdapter.logand AACCNetAdapter.log files.

See and AACCNet adapter logverification on page 260.

5 Verify that the agent login informationis available in the Recorder.log file.


Avaya adapter log verificationMessage DescriptionAvayaAdapter started: Running build... The Avaya adapter service is functional.

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Message DescriptionConnection opened with database at ipaddress : xx.xxx.xxx.xx

The Avaya adapter is connected to the database onthe server with IP address xx.xxx.xxx.xx.

Started Loading Extensions configuredfor recording in database

The Avaya adapter is loading extensions configuredfor recording in database.


The Avaya adapter is connected to the primarydatabase server on IP address xx.xxx.xxx.xxx.

Successfully got a service provider tothe AES Server with session_id6E423EE9816ED8E55DC5FA0EB2F2523C-

The Avaya adapter is connected to the DMCCservice on AES server on the session ID6E423EE9816ED8E55DC5FA0EB2F2523C.

Successfully registered recordingdevice with extension 21151

The Avaya adapter is registering the recordingstation on the DMCC station recording device21151.

Added element 21151 to pool The Avaya adapter added the DMCC recordingstation 21151 to the pool.

Received CSTA_REGISTERED_EVENT eventfor Recording Device extension 21151

The Avaya adapter received a registered event fromDMCC service on AES server for the recordingdevice extension 21151.

AES adapter log verificationMessage DescriptionAESAdapter started: Running build... The AES adapter service is functional."AESAdapter Service" Service Stopped The AES adapter service stopped. Restart the service.Connection opened with database atip address : xx.xxx.xxx.xx

The AES adapter is connected to the database on theserver with IP address xx.xxx.xxx.xx.

ACSOpenStream Success The AES adapter is connected to the TSAPI serviceon the AES server.

ACSOpenStream Failed The connection between the AES adapter and theAES server is lost.

Ensure that the AES server is connected toCommunication Manager and the TSAPI client isinstalled and configured correctly.

HuntGroupMonitoring Started The AES adapter is loading the hunt group parametervalue configured in SysAdmin.

Added to MonitorPendingAgentsTable The AES adapter is adding the hunt group, agent IDs,and extensions in theMonitorPendingAgentsTable.

Received ACS_OPEN_STREAM_CONF event The AES adapter is successfully connected with theAES server.

Table continues…




Message DescriptionAdapter connected to client at ipaddress xx.xxx.xxx.xxx and port51446

The AES adapter is successfully connected with therecorder on the server with IP address xx.xxx.xxx.xxxand port number 51446.

CTILinkStatus is LinkUp The connection between the AES server andCommunication Manager is active.

CTILinkStatus is LinkDown The connection between the AES server andCommunication Manager is lost.

Ensure that the AES server is connected to theCommunication Manager and the TSAPI client isinstalled and configured correctly.

Started monitoring on hunt groupextension

The AES adapter started monitoring the hunt groupextensions.

Monitoring started for huntgroupextension 51001

The AES adapter started monitoring the hunt groupand all agents mapped to the hunt group number51001 in Communication Manager.


The AES adapter found agent ID 29033 with extension29033 in the AgentLoginTable. Because the agentID and extension are identical, the recording isextension based.

Monitoring started for extension29033

The AES adapter started monitoring extension 29033.

Added agent_id 29033 with extension29033 to AgentLoginTable


Received CSTA_MONITOR_CONF eventreceived for agent_id 29033 andagent_extension 29033

The AES adapter received confirmation on themonitoring event for agent ID 29033 and agentextension 29033.



Starting to monitor new agent_id52013

The AES adapter started monitoring agent ID 52013.

Received CSTA_LOGGED_ON event foragent_id 52013 and agent_extension29033

The agent has logged in to extension 29033 withagent ID 52013. Because the agent ID and extensionare not identical, the recording is agent based.


The AES adapter found agent ID 52013 with extension29033 in the tableAgentLoginTable.

Added agent_id 52013 with extensionto AgentLoginTable.







POM adapter log verificationMessage DescriptionPOMAdapter Build Label... The POM adapter service is functional.Started Loading Extensions configuredfor recording in database

The POM adapter is loading extensions configuredfor recording in database.

Started Loading Agent ID’s configuredfor recording in database

The POM adapter is loading agent IDs configuredfor recording in database.


The POM adapter is connected to the primarydatabase server on IP address xx.xxx.xxx.xxx.

Connected to POM Serverxx.xxx.xxx.xxx:7999

The POM adapter is connected to the POM serveron IP address xx.xxx.xxx.xxx and on port 7999.

AACCNet adapter log verificationMessage DescriptionStarting AACCNetAdapter Service... The AACCNet adapter service is functional.Opening connection - CCT Server IP =xx.xxx.xxx.xxx; User = Administrator;Domain = AWACCS; Password = *******.

The AACCNet adapter is validating the user,domain, and password to connect to the CCTserver with IP address xx.xxx.xxx.xxx.

Connected to CCT Server xx.xxx.xxx.xxx The AACCNet adapter is connected to the CCTserver with IP address xx.xxx.xxx.xxx.

Listening for recorder atxx.xxx.xxx.xxx:34301

The AACCNet adapter is connected to the recorderon the server with IP address xx.xxx.xxx.xxx andport number 34301.

Started Loading Harmony Agentsconfigured for recording in database

The AACCNet adapter started loading agentsconfigured for recording in the database.

Connected to Primary DatabaseServerxx.xxx.xxx.xxx for

The AACCNet adapter is connected to the primarydatabase server with IP address xx.xxx.xxx.xxx.

Added Agent with ID 6002 from DB intolatestHarmonyAgentIdsTable

The AACCNet adapter added agent with ID 6002from the database to thelatestHarmonyAgentIdsTable.

Ended Loading Harmony Agentsconfigured for recording in databasexx.xxx.xxx.xxx

The AACCNet adapter ended loading agentsconfigured for recording in the database on theserver with IP address xx.xxx.xxx.xxx.

Dequeued HTTP message - This is anINFO message to let you know that theAACCNetAdapter has regained connectionwith the CCT Server.

The AACCNet adapter regained connection with theCCT server.

Table continues…




Message DescriptionFound Agent Agent 6004, State:InService, IsLoggedIn: True

The AACCNet adapter found that the agent with ID6004 is in service and is logged in.

Found Agent Agent 6004, State:InService, IsLoggedIn: False

The AACCNet adapter found that the agent with ID6004 is in service and is logged out.

Recorder log verificationMessage DescriptionRecorder started: Running build... The Recorder service is functional.Connection opened with database atip address : xx.xxx.xxx.xx anddatabase nameHARMONYDB_April14th_5_2_2

The Recorder component is connected to thedatabase on the server with IP address xx.xxx.xxx.xxand database name HARMONYDB_April14th_5_2_2.

ConfigDatabase : SelectSTORAGE_ID,STORAGE_NAME,STORAGE_PATH,USER_NAME,PASSWORD,HOST_IP,UPDATE_DATE,STORAGE_THRESHOLD_SPACE fromSYSTEM_STORAGE_DETAILS where host_ip= 'xx.xxx.xxx.xxx' orhost_ip='xx.xxx.xxx.xxx'

The Recorder is validating the following storagedetails:

• Storage ID

• Storage name

• Storage path

• Username

• Password

• Host IP

• Update date

• Storage threshold spaceStorage server details loaded fromdatabase 1


02/28/17 22:35:47 (PST) [22156]CKnoahsARKDatabase.c :356 INFO -{Call up_icm_s_GetAgentsInfo('','')}

The Recorder validates the Recording Settingsconfigurations for all agents in the Harmony WorkforceOptimization application every minute using the storedprocedure {Callup_icm_s_GetAgentsInfo('','')}.





Table continues…




Message DescriptionRecorder connected to primary AACCAdapter at ip address xx.xxx.xxx.xxxand port 34301

The Recorder is connected to the primary AACCNetadapter on the server with IP address xx.xxx.xxx.xxxand port number 34301.


The Recorder received the login information for theagent with ID 20001, extension 20001, and lineinstance 1 from AACCNet adapter.


OverviewAvaya recommends a secondary or backup recording server for seamless recording. In passiverecording, both the primary and secondary backup recorders are connected to two separate SPANsessions and to their local adapters. If the primary server fails, the secondary server continues torecord calls from the SPAN session. In active recording, both the primary and secondary backuprecorders are connected to their local data NICs and local adapters. Using keep alive events, therecorder, at regular intervals, checks if the connection with the adapters and the SPAN session isactive. This phenomenon is referred to as heartbeat. Recorder failover and redundancy can beachieved by deploying recording servers in pairs.

High availability recording in Avaya Aura® Contact Center on Avaya Aura® CommunicationManager deployments can be implemented in two ways:

• Active-Standby: The primary recorder server is active, and the secondary or backup server isin hot standby mode. A seamless failover to the standby or secondary recorder happenswhen the active or primary recorder fails. In active-standby high availability mode, 100% callrecording is not possible. Data might be lost if the recorder becomes nonfunctional on anactive call or till the time the secondary recorder becomes active and gets the events fromthe adapters.

• Active-Active: Both the primary and secondary recorder servers are active and record calls.The secondary recorder server deletes the call only after ensuring that the primary server isfunctional till the call ends.

The critical adapters send keep alive events with active status to the recorder as long as theirsignaling is active with PBX or ACD servers. When the signaling in any adapter is lost, the adapterstill sends the keep alive events to the recorder but with inactive status. In such cases, the primaryrecorder communicates with the secondary recorder and sends a request to switch over. If thesecondary recorder accepts the request, the primary recorder successfully switches its role to asecondary recorder and vice versa. If the adapter connectivity of the secondary recorder is alsolost, the status of the current primary recorder remains as primary.

Both Avaya Aura® Communication Manager and Avaya Aura® Application Enablement Servicessupport local high availability and are configured with a single virtual IP address. Both, the AES




adapter and Avaya adapter connect to the virtual IP address of Avaya Aura® ApplicationEnablement Services. Avaya Proactive Outreach Manager also supports local high availabilitywhere each Avaya Proactive Outreach Manager is configured with a standalone IP address. EachPOM adapter connects to the standalone IP address of their respective Avaya Proactive OutreachManager.

Similarly, Avaya Aura® Contact Center also supports local high availability and is configured with avirtual IP address. Avaya Aura® Contact Center, using its own virtual IP address, connects to theAACCNet adapter and also to the virtual IP address of Avaya Aura® Application EnablementServices.

You can implement failover by connecting adapters to each recorder, PBX, and ACD.

Recordingtype

Criticaladapter

Adapters connectedto each recorder

Adapters for signaling withPBX

Adaptersconnected to ACD

Active • Avayaadapter

• AESadapter

• POMadapter

• Avaya adapter

• AES adapter

• AACCNet adapter

• POM adapter

• AES adapter

Note:

Both the adapters getevents from AvayaAura® CommunicationManager through AvayaAura® ApplicationEnablement Services.

• POM adapter

AACCNet adapter

Passive • AESadapter

• POMadapter

• AES adapter

• AACCNet adapter

• POM adapter

• AES adapter

Note:

The AES adapter getevents from AvayaAura® CommunicationManager through AvayaAura® ApplicationEnablement Services.

• POM adapter

AACCNet adapter

Configuring Recorder parameters for High AvailabilityAbout this taskUse this procedure to configure recorder parameters for high availability.













5. Click Save.


Configuring Avaya adapter parameters for High AvailabilityAbout this taskUse this procedure to configure the adapter failover mode for Avaya Aura® Contact Center onCommunication Manager deployments.









5. If you configure the AdapterFailoverMode parameter as Active-Active, configure thefollowing parameter:


6. Click Save.





Configuring Messaging parameters for High AvailabilityAbout this taskUse this procedure to configure Messaging parameters to support high availability for screens.The Messaging component will redirect all screen connections to the Apache Messaging service.




a. In the Component field, select Messaging.



4. In the Value column of the peerMessagingURL parameter, type wss://<<APACHE_MESSAGING_IP>>:8443/ws/netty?.

5. Click Save.



Procedure1. Click System Administration > Configuration.











Related linksDynamic recorder parameter configuration values for High Availability on page 266

Dynamic recorder parameter configuration values for High AvailabilityPrimary recorderThe table below lists the five adapter sets you must create for the primary recorder to connect to localadapters such as POM adapter, AES adapter, Avaya adapter, AACCNet adapter, and Messaging.


server or asset.No of Sets 5 for active recording and 4 for passive recording,Adapter Dynamic Set 1Name POM adapter 1ServerAddress The IP address of the server where POM adapter 1 is installed.ServerPort 34106ServerLocalPort 33335IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 2Name AES adapter 1ServerAddress The IP address of the server where AES adapter 1 is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 3Name Avaya adapter 1ServerAddress The IP address of the server where Avaya adapter 1 is installed.ServerPort 34101ServerLocalPort 33333IsCritical True

Table continues…




Parameter ValueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name AACCNet adapter 1ServerAddress The IP address of the server where AACCNet adapter 1 is

installed.ServerPort 34301ServerLocalPort 33334WebURLString /AACCAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 5Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging


Secondary recorderThe table below lists the five adapter sets you must create for the secondary recorder to connect to localadapters such as POM adapter, AES adapter, Avaya adapter, AACCNet adapter. and Messaging.


server or asset.No of Sets 5 for active recording and 4 for passive recording,Adapter Dynamic Set 1Name POM adapter 2ServerAddress The IP address of the server where POM adapter 2 is installed.ServerPort 34106ServerLocalPort 33335IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 2Name AES adapter 2ServerAddress The IP address of the server where AES adapter 2 is installed.ServerPort 33012IsCritical True

Table continues…




Parameter ValueAdapter Dynamic Set 3Name Avaya adapter 2ServerAddress The IP address of the server where Avaya adapter 2 is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name AACCNet adapter 2ServerAddress The IP address of the server where AACCNet adapter 2 is

installed.ServerPort 34301ServerLocalPort 33334WebURLString /AACCAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 5Name Unified Messaging 2ServerAddress The IP address of the server where the Unified Messaging




OverviewLoad balancing is implemented when the load on the recorder to record concurrent callsincreases. You can install multiple recorders to distribute and balance the load.

The following table depicts how multiple recorders, pointing to a single web application and database,connect to multiple adapters and components to distribute and balance the load:




Numberofservers

Numberofrecorders

Number ofrecorderinstances

Number ofinstances ofMediaManagercomponent

Number ofinstances ofMessagingcomponent

Number ofinstances ofadapters formedia inactiverecording

Number ofsignaling andACD adapters

Server 1 Recorder1

Recorderinstance 0

MediaManager 1

Messaging 1

Note:

You mustinstall theMessagingcomponenton anyone of theservers.

Avaya adapter0

• POMadapter

• AES adapter

Note:

You mustinstallAESadapteron anyone of theservers.

Server 2 Recorder2

Recorderinstance 1

MediaManager 2

Avaya adapter1

Server 3 Recorder3

Recorderinstance 2

MediaManager 3

Avaya adapter2

If there are three recorders, you can deploy each recorder on multiple servers, such as Server 1,Server 2, and Server 3. You must configure load balancing for each recorder and map it to aunique instance of the recorder. Because the count for a recorder instance starts from zero, theload balancing parameters for recorder 1 is mapped to the recorder instance 0. Similarly, the loadbalancing parameters for recorder 2 and 3 are mapped to the recorder instances 1 and 2respectively.

In Avaya Aura® Contact Center on Avaya Aura® Communication Manager with Avaya ProactiveOutreach Manager deployments, the recorders connect to a POM adapter and an AES adapter forsignaling and ACD events. However, for voice stream events, in active recording, each recorderconnects to its own instance of the Avaya adapter. Because the count for an Avaya adapterinstance starts from zero, recorder 1 connects to the Avaya adapter instance 0. Similarly,recorders 2 and 3 connect to the Avaya adapter instances 1 and 2 respectively.

Note:

Each recorder must have a dedicated Media Manager component but must point to a singleMessaging component.

Using a built-in logic, the signaling and voice stream adapters send their respective events to theappropriate instance of the recorder. If there are 12 extensions and 3 recorder instances, theadapters divide each extension by the number of recorder instances. Events are then sent to therecorder whose instance number matches with the remainder. For example, if the extension is2345, the adapters divide 2345 by 3 and send the events to the recorder instance 2.

Load balancing for Avaya Aura® Contact Center on Avaya Aura® Communication Manager withAvaya Proactive Outreach Manager deployments can be achieved by performing the followingtasks:

• Configure multiple instances of the recorder in load balancing mode.




• Connect multiple recorders to a single instance of AES adapter and POM adapter, multipleinstances of Avaya adapter, single Messaging component, and multiple Media Managercomponents.

• Configure the load balancing parameters in the Avaya adapter.

Configuring load balancing parameters for RecorderAbout this taskUse this procedure to enable and configure load balancing parameters for each recorder instance.

Before you beginEnsure you configure the network load balancing settings for Windows.




a. In the Component field, select Recorder.b. In the Asset field, select the asset on which you want to configure load balancing

parameters for the Recorder.c. In the Node field, select the node on which you want to configure load balancing

parameters for the Recorder.

4. In the Value column of the Load Balancing section, configure the following parameters:

• ServerInstance: Retain the default value of this parameter.• RecorderInstance: Enter the recorder instance value that this recorder must connect.

The value must start from zero.• LoadBalancingEnabled: Type True to enable load balancing.

5. Click Save.

6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of therecorder.

Next stepsRestart the recorder service after configuring the parameters.

Configuring dynamic parameters for the recorderAbout this taskUse this procedure to connect the recorder to an adapter or service. Based on the deployment,create multiple sets so that the recorder gets connected to the relevant adapters and services.




You can configure specific parameters for an adapter or service.










Dynamic recorder parameter configuration values for loadbalancing

Recorder 1The table below lists the four adapter sets you must create for recorder 1 to connect to AES adapter, POMadapter, Avaya adapter, and the Messaging component. You must create one service set for the recorder 1to connect to Media Manager.


server or asset.No of Sets 4Adapter Dynamic Set 1Name AES adapter 1ServerAddress The IP address of the server where AES adapter 1 is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2

Table continues…




Parameter ValueName POM adapter 1ServerAddress The IP address of the server where POM adapter 1 is installed.ServerPort 34106IsCritical TrueAdapter Dynamic Set 3Name Avaya adapter 1ServerAddress The IP address of the server where Avaya adapter 1 is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging 1



Recorder Instance 2The table below lists the four adapter sets you must create for the recorder 2 to connect to AES adapter,POM adapter, Avaya adapter, and the Messaging component. You must create one service set for therecorder 2 to connect to Media Manager.


server or asset.No of Sets 4Adapter Dynamic Set 1Name AES adapter 1ServerAddress The IP address of the server where AES adapter 1 is installed.ServerPort 33012

Table continues…




Parameter ValueIsCritical TrueAdapter Dynamic Set 2Name POM adapter 1ServerAddress The IP address of the server where POM adapter 1 is installed.ServerPort 34106IsCritical TrueAdapter Dynamic Set 3Name Avaya adapter 2ServerAddress The IP address of the server where Avaya adapter 2 is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging 1



Recorder Instance 3The table below lists the four adapter sets you must create for the recorder 3 to connect to AES adapter,POM adapter, Avaya adapter, and the Messaging component. You must create one service set for therecorder 3 to connect to Media Manager.


server or asset.No of Sets 4Adapter Dynamic Set 1Name AES adapter 1

Table continues…




Parameter ValueServerAddress The IP address of the server where AES adapter 1 is installed.ServerPort 33012IsCritical TrueAdapter Dynamic Set 2Name POM adapter 1ServerAddress The IP address of the server where POM adapter 1 is installed.ServerPort 34106ServerLocalPort 33335WebURLString /AvayaAdapter/MonitorSitesRecorderRequestIsCritical TrueAdapter Dynamic Set 3Name Avaya adapter 3ServerAddress The IP address of the server where Avaya adapter 3 is installed.ServerPort 34101ServerLocalPort 33333IsCritical TrueWebURLString /AvayaAdapter/MonitorSitesRecorderRequestAdapter Dynamic Set 4Name Unified Messaging 1ServerAddress The IP address of the server where the Unified Messaging 1



Configuring load balancing parameters for Avaya adapterAbout this taskUse this procedure to configure load balancing parameters for each instance of Avaya adapter.








b. In the Asset field, select the asset on which you want to configure load balancingparameters for the Avaya adapter.

c. In the Node field, select the node on which you want to configure load balancingparameters for the Avaya adapter.

4. In the Value column of the DMCC section, configure the following parameters:

• dmcc_load_balancing_enabled: Type True to enable load balancing.

• dmcc_max_number_of_load_balancing_servers: Enter the total number of loadbalancing servers where Avaya adapter is installed.

• dmcc_load_balancing_instance: Enter the adapter instance value that this Avayaadapter must connect. The value must start from zero.

5. Click Save.

6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of theAvaya adapter.

Next stepsRestart the Avaya adapter service after configuring the parameters.

Configuring load balancing parameters for POM adapterAbout this taskUse this procedure to configure load balancing parameters for each instance of POM adapter.




a. In the Component field, select POM adapter.

b. In the Asset field, select the asset on which you want to configure load balancingparameters for the POM adapter.

c. In the Node field, select the node on which you want to configure load balancingparameters for the POM adapter.

4. In the Value column of the POM section, configure the following parameters:

• POMLoadBalancingEnabled: Type True to enable load balancing.

• POMMaxNumberofLoadBalancingServers: Enter the total number of load balancingservers where POM adapter is installed.




5. Click Save.

6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of the POMadapter.

Next stepsRestart the POM adapter service after configuring the parameters.

Configuring dynamic parameters for Avaya adapterAbout this taskWhen you use multiple instances of Avaya adapter, ensure you configure each instance of theAvaya adapter with a different CTI username.. Use this procedure to configure dynamicparameters that connect multiple instances of Avaya adapter with the ACD or PBX server.




4. In the Component field, select Avaya adapter.






9. In the Value column, configure the following parameters for each instance of the Avayaadapter.

a. cmapi.username: Type the CTI username configured for the instance

b. cmapi.password: Type the CTI password configured for the instance.

10. Click Save.





Appendix B: Pparameter descriptions

Component parameter descriptions

Log Manager parametersUse the procedure Configuring component parameters to select the Log Manager component anduse the table below to configure parameters for Log Manager.

Parameters DescriptionAlertsConfigurationAlertManagerIPAddress To configure the IP address of the server where

Alert Manager is running to receive Log Manager-related alerts.

AlertManagerPort To configure the port number for Alert Manager. Thedefault value is 9495.

HTTPAlertsEnabled To enable the HTTP alerts to send Alert Manager-related alerts. The options are:

• True: The default value.

• False: With this value, you cannot view AlertManager-related alerts.

ComponentOptionsMonitorApplicationsList To configure the list of components. Log files are

created by each component likeRecorder,MediaManager,SIPAdapter separated bya comma.

DeleteLogsOlderThan To configure the number of days after which the logfiles must be deleted for each component. Thedefault value is 30. You can configure thisparameter depending on how many days you wantto retain the log files.

DeleteOldLogsOlderThan To configure the number of days after which the logfiles must be deleted from the Oldlogs folder. Thedefault value is 30. You can configure this

Table continues…



Parameters Descriptionparameter depending on how many days you wantto retain the log files in the Oldlogs folder.

DebugHostDataIP To configure the IP address of the server where Log

Manager is running.TimersConfigLoadInterval To configure the load interval in minutes for those

parameters that do not require service restart. Thevalues that you modify for these parameters getapplied only after the specified load interval time.

MonitorApplicationTime To configure the date and time from when the logmanager starts monitoring and generating logs forthe components. The format used to configure thisparameter is yyyymmddhhmmss. For example,20180117000001 means that the log managerstarts generating logs from the 17th of January2018 from 12:00 am onwards.

CompressionNoOfLogicalCPUForCompression To configure the number of logical CPUs that 7z

uses to generate the compressed file. 0 stands forusage of all logical CPUs. The default value is 1.

CompressionLevel To define the compression level for logs where 0stands for minimum compression level and 9 standsfor maximum compression level.. The default valueis 5.

Process checklist parametersUse the procedure Configuring component parameters to select the Process Checklist componentand use the table below to configure parameters for Process Checklist.

Parameter DescriptionAlert ConfigurationAlertManagerIPAddress To configure the IP address of the server where




• True: The default value.Table continues…

Pparameter descriptions



Parameter Description• False: With this value, you cannot view Alert

Manager-related alerts.Component OptionsLongRunningProcessName1 toLongRunningProcessName10

To configure all the processes that the ProcessChecklist component needs to monitor. TheProcess Checklist monitors processes for eachcomponent and sends alerts when the processstops or starts.

You can map the service names you want tomonitor to the parameter values ranging fromLongRunningProcessName1 toLongRunningProcessName10.

DebugLogLevel To set the log level for the recorder component. The

default value is Info. The other options are:

• ALL

• TRACE

• WARN

• FATAL

• ERROR

• DEBUGTimersConfigLoadInterval To configure the load interval in minutes for those


Packet Sniffer parametersUse the procedure Configuring component parameters to select the Packet Sniffer component anduse the table below to configure parameters for Packet Sniffer.

Parameters DescriptionAlertsConfigurationAlertManagerIPAddress To configure the IP address of the server where



Table continues…




Parameters DescriptionHTTPAlertsEnabled To enable the HTTP alerts to send Alert Manager-

related alerts. The options are:



Component ConfigurationDriveSelect To configure the current working directory folder

where the Sniffer Dumps folder is created.VoiceIPAddress1 To configure the voice NIC IP address.TetherealFilesLocation To configure the dump file location.DumpFileSize To configure the size of dump files in MB as per

your requirement. The default value is 2 MB.ComponentOptionsTetherealWrapNumber To enable the Packet Sniffer to create dump files up

to this number that is specified. For example, if thevalue for this parameter is 10, then the PacketSniffer will create 10 dump files. After the 10th file, itstarts creating files from 1.

The default value is –1. This value enables thePacket Sniffer to create dump files without amaximum limit.


default value is Trace. The other options are:

• ALL: The value that captures logs of all severitytype.

• TRACE: The value that captures logs of allseverity types.

• WARN

• FATAL

• ERROR

• DEBUGCompressionNoOfLogicalCPUForCompression To configure the number of logical CPUs that 7z


CompressionLevel To define the compression level for packet dumpswhere 0 stands for minimum compression level and

Table continues…




Parameters Description9 stands for maximum compression level.. Thedefault value is 5.

System Administration parametersUse the procedure Configuring component parameters to select the SysAdmin component anduse the table below to configure parameters for SysAdmin.

Parameters DescriptionAsset StatisticsEnableSNMPPolling To enable SNMP polling to track the asset statistics

like CPU, RAM, and drive storage information.

• True: The value to configure to track assetstatistics.

• False: The default value.ED Service KeysnoOfKeys To configure the number of security keys to

generate for encryption or decryption ofinteractions.

noOfDaysToRegenerateKeys To configure the keep alive time for each key indays.

Email ConfigurationEnableEmailAuthentication To enable email authentication. The default value is

False.SenderEmailAddress To configure the sender email address for all the

alerts that get triggered from Alert Manager.SenderEmailPassword To configure the sender email password.EmailAddress1 To configure the recipient email address. You can

add multiple email addresses separated by acomma. The recipients receive all alerts from AlertManager.

MailServerIPAddress To configure the IP address of the local SMTP mailserver.

MailServerPort To configure the local SMTP server listening port.The default value is 25.

ActiveEmailThreshold To define the threshold duration in minutes afterwhich emails that are not sent are not processed.

SNMP ConfigurationEnableSNMPTraps To enable or disable the SNMP traps.

Table continues…




Parameters DescriptionNMSServerIPAddress To configure the NMS server IP address.NMSServerPort To configure the NMS server port. The default value

is 161.NMSCommunityString To configure the NMS community string especially

when NMS polling is True. The value that is used toconfigure the NMS community string is public.

SeverityLevel To configure the SNMP traps as per log level. Thedefault value is INFO. The other options are:

• ALL

• TRACE

• WARN

• FATAL

• ERROR

• DEBUG

Analytics parametersUse the procedure Configuring component parameters to select the Analytics component and usethe table below to configure parameters for Analytics.

Parameters DescriptionIPs and PortsWebappServerIP To configure the IP address of the server where the

web application is installed.ProxyIP To configure the IP address or the domain name of

the proxy server.ProxyPort To configure the proxy server port.

Retain the default value.WebappPort To configure the port where web application is

running.

Retain the default value.WebappServerIPForUI To configure the IP address of the server where the

web application is installed.icm.hrmsIpAddress To configure the IP address of the server where

Unified Messaging component is installed for ondemand recording.

Mail Configuration

Table continues…




Parameters Descriptionmail.smtp.host To configure the IP address or the hostname of the

email exchange server.mail.smtp.port To configure the port number of the email exchange

server.mail.smtp.auth To enable or disable email server authentication.mail.smtp.username To configure the username of the user whose

default sender email address is used.mail.smtp.password To configure the password of the user whose

default sender email address is used.mail.default.fromName To configure the name of the user that appears in

the From list of the email.mail.default.fromAddress To configure the default sender email address that

is used to send emails.

Webapp parametersUse the procedure Configuring component parameters to select the Webapp component and usethe table below to configure parameters for Webapp.

Parameters DescriptionFixed SchedulesWebappServerIp To configure the IP address of the server where the

web application is installed.ProxyIp To configure the IP address or the domain name of

the proxy server.ProxyPort To configure the proxy server port.

Retain the default value.WebappPort To configure the port where web application is

running.

Retain the default value.WebappServerIPForUI To configure the IP address of the server where the

web application is installed.icm.hrmsIpAddress To configure the IP address of the server where the

Unified Messaging component is installed forsegment based recording.

Mail Configurationmail.smtp.host To configure the IP address or the hostname of the

email exchange server.

Table continues…




Parameters Descriptionmail.smtp.port To configure the port number of the email exchange

server.mail.smtp.auth To enable or disable email server authentication.mail.smtp.username To configure the username of the user whose

default sender email address is used.mail.smtp.password To configure the password of the user whose

default sender email address is used.mail.default.fromName To configure the name of the user that appears in

the From list of the email.mail.default.fromAddress To configure the default sender email address that

is used to send emails.

Adapter parameter descriptions

Avaya adapter parametersUse the procedure Configuring component parameters to select Avaya adapter and use the tablebelow to configure parameters for the Avaya adapter.

Name DescriptionApplicationApplication To configure the name of the application for the

adapter. The default value is Harmony.cmapi.application_description To configure the application description for the

adapter. The default value is Harmony AvayaAdapter..

version To configure the application version for the adapter.The default value is 5.2.2.

CommonMinRTPPort To configure the minimum RTP port that you want to

use to register devices for single step conference ormultiple registrations. This parameter is a value thatdenotes the starting port number from which youcan configure the MaxRTPPort value. The defaultvalue is 16384.

MaxRTPPort To configure the maximum RTP port that you wantto use to register devices for single step conferenceor multiple registrations. MaxRTPPort =

Table continues…




Name DescriptionMinRTPPort + 2 (number of DMCC stationsconfigured in the num_dmcc_stations parameter.This is because Avaya adapter listens only to portsthat end with an even number. The default value is32767.

For example, assume the number of DMCC stationsis 100 and the MinRTPPort value is 16324. TheMaxRTPPort will be 16324 + (100*2) which is16524.




AlertManagerIPAddress To configure the IP address of the server on whichthe SysAdmin is installed.


HostDataIP To configure the IP address of the server where theAvaya adapter service is running.

HostName To configure the host name of the machine wherethe Avaya adapter service is running.

SitesList To configure comma separated site aliases to besupported by the Avaya adapter instance.

TenantLoadRefreshInterval To configure tenant refresh time interval in minutes.For multi-tenancy support in a hosted environment,this parameter checks, every 15 minutes, whether anew tenant is added or an existing tenant status ischanged. The default value is 15.

DMCCPOMIntegrationEnabled To enable POM integration so that Avaya adapter

sends pending stream information to the Recorder.The options are:

• True: The value to configure for Avaya ProactiveOutreach Manager deployments.

• False: The default value.cmapi.CallServer To register the device to Communication Manager

or to do call control with a third party device.

The default value is cmsim.Table continues…




Name DescriptionConfigure the name of Communication Manager thesame way it is configured on AES server as thisparameter is case sensitive.

num_dmcc_stations To configure the number of DMCC stations or virtualphones that the application is going to register in asingle step conference method. The default value is100.

This parameter is invalid if the application is runningin multiple registrations method.

first_dmcc_station_extension To configure the first DMCC station extension forsingle step conference method. The applicationstarts registration with this extension and continueswith the remaining extensions by incrementing byone. The default value is 3101.

dmcc_station_password To configure the first DMCC station password forsingle step registration. Common password shouldbe configured for all the virtual phones that theapplication needs to be registered in a single stepconference method.

This parameter is not required if the application isrunning in multiple registrations method.

dmcc_station_codec To configure the audio codec that the applicationuses for call recordings. The options are:

• g711U

• g711A

• g729

• g729A

Retain the default value that is g711U.dmcc_station_conf_participation_type To configure type of single step conference the

application must use to get audio streams fromDMCC service. Retain the default value that isSilent.

dmcc_recording_stations_IPaddr To configure the DMCC recording station as the IPaddress of the server where Avaya adapter isinstalled.

dmcc_recording_type To configure the DMCC recording type to a singlestep conference, multiple registrations, or audixrecording. The default value is Multipleregistrations.

TrustedLicensingEnabled To enable the Trusted Licensing feature of AvayaAura® Application Enablement Services .




AES adapter parametersUse the procedure Configuring component parameters to select AES adapter and use the tablebelow to configure parameters for the AES adapter.

Name DescriptionAES Server ConfigurationLoginUserName To configure the CTI username that you created on

the AES server.Password To configure the CTI user password that you created

on the AES server.AESServerID To configure the AES server name by performing the

TSAPI test. The TSAPI test lists the AES server IDsof the AES server. For secure connections,configure secure server ID.

Alerts ConfigurationAlertManagerPort To configure the port number for Alert Manager. The

default value is 9495.HTTPAlertsEnabled To enable the HTTP alerts to send Alert Manager-





Component OptionsHuntGroupExtensions To configure skill or hunt group extensions for AES

adapter to send agent extension associationinformation to the Recorder.

MaxNoOfContactInstancesForVoice To configure the maximum number of contactinstances to be recorded for the agent ID if there aremultiple contact instances. The default value is 6.The value to configure maximum number of contactinstances for Avaya Aura® Contact CenterCommunication Manager deployments must be 1 fora single contact instance. For multiplicity, configurethe value based on the number of contact instances.

SitesList To configure comma separated site aliases to besupported by the AES adapter instance.

CheckLinkStatusBeforeMonitoring To configure the AES adapter to check CTI linkstatus before starting to monitor. Retain the defaultvalue that is True.

Table continues…




Name DescriptionReopenStreamAfterCTILinkFailure To reopen the ACS stream connection. Retain the

default value that is True.EnableSNMPPolling To enable SNMP polling AES adapter gets the

extension or IP address association fromCommunication Manager. Retain the default valuethat is False.

SendRTPMessageFromAdapter To send the RTP messages from AES adapter to therecorder. Retain the default value that is False.

SendDeletePhoneExtInfo To delete the phone extension information. Retainthe default value that is True.

AgentBasedRecording To enable agent-based recording for Avaya Aura®

Contact Center Communication Managerdeployments. Retain the default value that is False.

SendAgentCallInfo To send agent call information to the recorder inAvaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis True.

SendAgentLoginInfo To send agent login information to the recorder inAvaya Aura® Contact Center CommunicationManager deployments. .


• False: The value to configure for Avaya Aura®

Contact Center Communication Managerdeployments.

SendAgentCallStateInfo To send agent call state information to the recorderin Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis True.

SendAgentExtendedCallInfo To send agent extended call information to therecorder in Avaya Aura® Contact CenterCommunication Manager deployments. .




SendAgentCallRTPInfo To send agent call RTP information to the recorderin Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis True.

Table continues…




Name DescriptionSendPhoneExtInfo To send phone extension information messages to

the recorder in Avaya Aura® Contact CenterCommunication Manager deployments. .




SendAgentCallEndResponseCodeInfo To send agent call end response code information tothe recorder in Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that is True.

SendAgentCallFailedInfo To send agent call failed information to the recorderin Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis True.

SendAgentCallTransferInfo To send agent call transfer information to therecorder in Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that is True.

SendAgentCallConferenceInfo To send agent call conference information to therecorder in Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that is True.

POMNailupCallCLID To configure the nailup call CLID that is specified onAvaya Proactive Outreach Manager server. Forexample, 98765.

POMIntegrationEnabled To enable Avaya Proactive Outreach Managerintegration for the Recorder to check nailed upconnections in AES adapter. The options are:

• True: The value to enable for Avaya Aura® ContactCenter on Avaya Aura® Communication Managerwith Avaya Proactive Outreach Managerdeployments.


The value to disable Avaya Proactive OutreachManager integration.

TrustedLicensingEnabled To enable the Trusted Licensing feature of AvayaAura® Application Enablement Services .

DebugLogTSAPIEvents To configure the TSAPI events to be visible in the

log file, The options are:

• True: The value to configure TSAPI events.Table continues…




Name Description• False: The default value.

LogLevel To set the log level for the recorder component. Thedefault value is TRACE.

The other options are:

• ALL

• TRACE

• WARN

• FATAL

• ERROR

• DEBUGQueue SizeMaxSizeOfDatabaseTable To configure the maximum size of database table.

The default value is 1000.Server PortsAESAdapterServerPort To configure the port number for AES adapter. The

default value is 33012.TimersTenantLoadInterval To configure the tenant refresh time interval in

minutes. For multi-tenancy support in an hostedenvironment, this parameter checks, every 15minutes, whether a new tenant Is added or anexisting tenant status is changed. The default valueis 15.

AACCNet adapter parametersUse the procedure Configuring component parameters to select AACCNet adapter and use thetable below to configure parameters for the AACCNet adapter.

Name DescriptionAACC Server ConfigCCT_Host_Name To configure the IP address of the AACC or ACCS

server running the CCT service.CCT_Port To configure the port that the CCT service listens

on, in the AACC or ACCS server. The default valueis 29373. If you change the default value, updatethe same in the AACCNet adapter.

Table continues…




Name DescriptionUsername To configure the username of the Windows user to

validate the Communication Control Toolkit server.This parameter is created in the CCTAdmin utility.

Password To configure the password of the Windows user tovalidate the Communication Control Toolkit server.

CCT_CampusAlternateServerIP To configure the IP address of the redundant AACCor ACCS server.

CCT_GeographicAlternateServerIP To configure the IP address of the redundant AACCor ACCS server.

Component ConfigurationsLocalhostIP To configure the IP address of the server on which

the AACCNet adapter is located.Component OptionsDomain To configure the domain of the Windows user to

validate the Communication Control Toolkit server.LocalhostPort To configure the port for which the recorder is

configured to communicate. The default value is34301. If you change the port in the recorderconfiguration, update the port for the adapter too.

ContactTypesToMonitor To configure the support for voice, email, and chat.You can set the parameter value to Email, IM,Voice, or Web_Communications.

AlertManagerIPAddress To configure the IP Address of the server on whichSysAdmin is running.

AlertManagerPort To configure the port number on which the AlertManager process is listening. The default value is9495.

HTTPAlertsEnabled To configure whether or not to send HTTP alerts toAlert Manager. The default value is True.

NonVoiceAgentExtensionPrefix To configure the prefix in the agent extension fornonvoice calls. Currently, the calls to extension withprefix “x” come to the terminal DefaultNode_CCMM.For nonvoice calls, remove the prefix from thatextension.

SendAgentLoginMessage To make agent login information available to therecorder when the agent logs in for Avaya Aura®


• True: The value to enable Avaya Aura® ContactCenter Communication Manager deployments.


Table continues…




Name DescriptionSendAgentLogoutMessage To make agent logout information available to the

recorder when the agent logs out for Avaya Aura®


• True: The value to enable Avaya Aura® ContactCenter Communication Manager deployments.

• False: The default value.SendCallInfoMessage To send agent call information to the recorder for

Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis False.

SendAgentCallStateInfo To send agent call state information to the recorderfor Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis False.

SendCallACDInfoMessage To make agent call ACD information available to therecorder for Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that is True.

SendCallWrapupData To make call wrapup data available to the recorderfor Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis True.

SendCallRTPInfo To send agent call RTP information to the recorderfor Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis False.

SendContactIDForCallStitching To send the icmEnterpriseID as the call ID duringagent wrapup messages for Avaya Aura® ContactCenter Communication Manager deployments.Retain the default value that is True.

SendScreenCaptureMessage To send screen capture messages to the recorderfor nonvoice transactions for Avaya Aura® ContactCenter Communication Manager deployments. Theoptions are:

• True: The value to enable for nonvoicetransactions in Avaya Aura® Contact CenterCommunication Manager deployments.

• False: The default value.SendAgentLoginForNonVoice To make agent login information for nonvoice

transactions available to the recorder when theagent logs in for Avaya Aura® Contact Center

Table continues…




Name DescriptionCommunication Manager deployments. The optionsare:


• False: The default value.SendAgentLogoutForNonVoice To make agent logout information for nonvoice

transactions available to the recorder when theagent logs out for Avaya Aura® Contact CenterCommunication Manager deployments. The optionsare:


• False: The default value.SendRTPInfoForNonVoice To send agent call RTP information to the recorder

for nonvoice transactions for Avaya Aura® ContactCenter Communication Manager deployments. Theoptions are:


• False: The default value.SendCallHoldInfoForNonVoice To send call hold information messages to the

recorder for nonvoice transactions for Avaya Aura®

Contact Center Communication Managerdeployments. The options are:


• False: The default value.SendCallResumeInfoForNonVoice To send call resume information messages to the

recorder for nonvoice transactions for Avaya Aura®

Contact Center Communication Managerdeployments. The options are:


• False: The default value.SendContactIDForCallStitchingNonVoice To send the icmEnterpriseID as the call ID during

agent wrapup messages for nonvoice transactionsTable continues…




Name Descriptionfor Avaya Aura® Contact Center CommunicationManager deployments. The options are:


• False: The default value.SendPhoneExtInfo To send phone extension information messages to

the recorder for Avaya Aura® Contact CenterCommunication Manager deployments. The optionsare:

• True: The value to enable for Avaya Aura®


• False: The default value.Recorder Value MappingVar1 To configure business variables for skills for Avaya

Aura® Contact Center Communication Managerdeployments. Retain the default value that isACCS.Intrinsics.Skillset

Var2 To configure business variables to capture user touser information for Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that isACCS.Intrinsics.SIP_RETURNED_DIGITS_1.

Var3 To configure business variables to capture user touser information for Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that isACCS.Intrinsics.SIP_RETURNED_DIGITS_2.

Var4 To configure business variables to capture user touser information for Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that is ACCS.UUI.

Var5 To configure business variables for agent activitycode for Avaya Aura® Contact CenterCommunication Manager deployments. Retain thedefault value that is set to ACCS.ActivityCode.

Var6 To configure business variables for called party forAvaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis ACCS.Intrinsics.AD_CDN.

Var7 To configure business variables for calling party forAvaya Aura® Contact Center Communication

Table continues…




Name DescriptionManager deployments. Retain the default value thatis ACCS.Intrinsics.AD_CLID.

Var8, Var9, and Var10 To configure business variables that meet yourrequirements.

ContactSubType To configure the sub type of the contact for AvayaAura® Contact Center Communication Managerdeployments. Retain the default value that isACCS.Intrinsics.CONTACTSUBTYPE.

TransferredDeviceID To configure the ID of the transferred device forAvaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis ACCS.Intrinsics.AD_CLID.

SkillID To configure the skill ID for Avaya Aura® ContactCenter Communication Manager deployments.

CalledParty To configure the value of the called party for AvayaAura® Contact Center Communication Managerdeployments. Retain the default value that isACCS.Intrinsics.AD_CDN.

CalledPartyName To configure the name of the called party for AvayaAura® Contact Center Communication Managerdeployments. Retain the default value that isACCS.Intrinsics.AD_CDN.

CallingParty To configure the value of the calling party for AvayaAura® Contact Center Communication Managerdeployments. Retain the default value that isACCS.Intrinsics.AD_CLID.

CallingPartyName To configure the name of the calling party for AvayaAura® Contact Center Communication Managerdeployments. Retain the default value that isACCS.Intrinsics.AD_CLID.

EmailCalledParty To configure the email address of the called partyfor Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis ACCS.Intrinsics.TOADDRESS.

EmailCallingParty To configure the email address of the calling partyfor Avaya Aura® Contact Center CommunicationManager deployments. Retain the default value thatis ACCS.Intrinsics.FROMADDRESS.

POM adapter parametersUse the procedure Configuring component parameters to select POM adapter and use the tablebelow to configure parameters for the POM adapter.




Name DescriptionApplicationApplication To configure the name of the application for the

adapter. The default value is Harmony.version To configure the application version for the adapter.

The default value is 5.2.2.CommonHTTPAlertsEnabled To enable the HTTP alerts to send Alert Manager-






HostDataIP To configure the IP address of the server where thePOM adapter service is running.

HostName To configure the host name of the machine wherethe POM adapter service is running.

SitesList To configure comma separated site aliases to besupported by the POM adapter instance.

TenantLoadRefreshInterval To configure the tenant refresh time interval inminutes. For multi-tenancy support in a hostedenvironment, this parameter checks, every 15minutes, whether a new tenant is added or anexisting tenant status is changed. The default valueis 15.

MultiplicityMultiplicityEnabled To enable multiplicity for Avaya Aura® Contact

Center Communication Manager with AvayaProactive Outreach Manager deployments. Theoptions are:

• True: The value to enable multiplicity.

• False: The default value.POMContactInstanceForVoice To configure single or multiple contact instances so

that the POM adapter sends events on the lineinstance. The default value is 10.

POMSendPOMPhoneExtInfo To send agent phone extension information to the

recorder in Avaya Aura® Contact CenterTable continues…




Name DescriptionCommunication Manager with Avaya ProactiveOutreach Manager deployments. The options are:


The value to configure for active deployments.

• False: The value to configure for passivedeployments.

SendPOMAgentLoginInfo To send agent login information to the recorder. Theoptions are:



Contact Center Communication Manager withAvaya Proactive Outreach Manager deployments.

SendPOMAgentCallInfo To send agent call information to the recorder inAvaya Aura® Contact Center CommunicationManager with Avaya Proactive Outreach Managerdeployments. Retain the default value that is True.

SendPOMAgentCallStateInfo To send agent call state information to the recorderin Avaya Aura® Contact Center CommunicationManager with Avaya Proactive Outreach Managerdeployments. Retain the default value that is True.

SendPOMAgentCallDialerInfo To send agent call dialer information to the recorderin Avaya Aura® Contact Center CommunicationManager with Avaya Proactive Outreach Managerdeployments. Retain the default value that is True.

SendPOMAgentCallMetadataInfo To send agent call metadata information to therecorder in Avaya Aura® Contact CenterCommunication Manager with Avaya ProactiveOutreach Manager deployments. Retain the defaultvalue that is True.

SendPOMAgentLogoutInfo To send agent logout information to the recorder.The options are:



Contact Center Communication Manager withAvaya Proactive Outreach Manager deployments.

POMVersion To configure the POM version that is used in AvayaAura® Contact Center Communication Manager withAvaya Proactive Outreach Manager deployments.The options are:

• <3.1.1: The value to configure if the POM versionis prior to the 3.1.1 version.

Table continues…




Name Description• 3.1.1: The default value. The value to configure if

the POM version is 3.1.1..

Media manager parametersUse the procedure Configuring component parameters to select the Media Manager componentand use the table below to configure parameters for Media Manager.

Parameter DescriptionAlert ConfigurationHTTPAlertsEnabled To enable the HTTP alerts to send Alert Manager-






Component OptionsStorageAddressesList To configure list of storage addresses to pick calls

for video generation.StorageManagerInstanceNumber To configure the Storage Manager instance that is

running. If you have two storage manager instancesrunning, you can provide 1 as the storage managerinstance for one and 2 for the other instance.

NoOfStorageManagerInstances To configure the total number of Storage Managerinstances that are running. For example, 2.

StorageManagerAction To add the action that Storage Manager needs toperform. The options are:

• Archive

• Compress

• Copy

• Move

• Purge

You can configure multiple actions separated by acomma. Do not replace the Purge action withDelete.

Table continues…




Parameter DescriptionStorageManagerName To configure the Storage Manager name. For

example, SM1.EDServiceIPAddress To configure the IP address of the server where the

Media Manager service is running to performencryption and decryption of recorded interactions.

DebugEnableSecurity To enable encryption or decryption for a call. The

options are:

• True: The default value that functions only whenyou configure the secure storage path parameter.Else, Media Manager stops functioning.

• False: The value to disable encryption ordecryption for calls and screens.

LogDatabaseQueries To enable recorder to log all database queries in themedia manager specific log file. The options are:

• True: The value that is required for alldeployments. The default value.

• False:SecureDBUsername To configure a secure database user name for

encrypting and decrypting interactions. The username is harmonysec.

SecureDBPassword To configure a secure database password forencrypting and decrypting interactions.

LogLevel To set the log level for the recorder component. Thedefault value is TRACE. The other options are:

• ALL

• TRACE

• WARN

• FATAL

• ERROR

• DEBUGIISServerHost To configure the host name or IP address of the

server where IIS is installed.WorkingDir To configure the current working directory folder

where the recorder stores interaction data. Forexample, D:\. where the voice folder is created tostore interaction data.

Server Ports

Table continues…




Parameter DescriptionIISServerPort To configure the port number for an IIS server. The

default value is 443.Storage ConfigurationStoragePath To configure a location to store non encrypted audio

files and screens. For example, D:\Voice.

SecureStoragePath To configure a location to store encrypted audio filesand screens. For example, D:\Secure.

Note:

The time taken by Media Manager to loadstorage details is 5 minutes. Rules for thespecified storage path gets affected after 5minutes.

TimersConfigLoadInterval To configure the load interval in minutes for those

parameters that do not require service restart. Thevalues that you modify for these parameters getapplied only after the specified load interval time.The default value is 15.

DelayBetweenAlerts To configure the delay between different types ofalerts. The default value is 5 minutes.

TenantLoadInterval To configure the tenant refresh time interval inminutes. For multi-tenancy support in a hostedenvironment, this parameter checks, every 15minutes, whether a new tenant is added or anexisting tenant status is changed. The default valueis 15.

CompressionNoOfLogicalCPUForCompression To configure the number of logical CPUs that 7z


CompressionLevel To define the compression level for screens where 0stands for minimum compression level and 9 standsfor maximum compression level.. The default valueis 5.

Messaging parametersUse the procedure Configuring component parameters to select the Messaging component anduse the table below to configure parameters for Messaging.




Parameter DescriptionAlertsHTTPAlertsEnabled To enable the HTTP alerts to send Alert Manager-






Oceana Provision ConfigurationDomainReplaceString To configure a dummy domain name for Call Center

Elite on Communication Manager deployments.UM_Corenat.apacheIP To configure the IP address where Apache is

running for the Screen Capture to connect to theUnified Messaging component.

proxyIP To specify the host name or IP address where theweb application server is deployed. You can viewscreen captures while monitoring live interactions.

HarmonyRMSApplication To configure the application name for HarmonyRecorder Middleware Service (HRMS). The defaultvalue is Harmony. For Desktop Monitor application,to start and stop screen capture for nonvoicetransactions or partial recording for nonvoicetransactions, the value must be boffice.

HandleLeanPeriodInMessaging To configure if the lean period configuration forscreens in Recorder must be considered by theMessaging component. The options are:

• True: The value for the Messaging component toconsider the lean period configured in Recorder.The Screen Capture application uploads screensto the Messaging component based on theconfigured lean period start and stop time.


The value to configure when you do not want theMessaging component to consider the lean periodconfiguration for screens in Recorder. If theScreen Capture application is of a version olderthan 5.2.2, ensure that you configure thisparameter as False. The Screen Capture

Table continues…




Parameter Descriptionapplication uploads screens to the Messagingcomponent at the end of every interaction.

UM_Core_IP_PortsMessagingServerIP To specify the IP address where the Messaging

service is running.RecorderServerIP To specify the IP address where the recorder server

is running to send the Screen Login information tothe recorder.

EDServiceIPAddress To configure the IP address where Media Manageris running to encrypt and decrypt screens.

ScreenStorageIPAddress To configure the IP address where UnifiedMessaging is running to move the screens from theagent desktop to a local storage drive.

UM_Core_SchedulersdtaNotifier To configure the cron expression for the Desktop

Monitor application. The default value is 0 0/1 * 1/1* ?.

Note:

Ensure you change the value by replacing 1with another number. For example, 0 0/2 * 1/1* ?.

UM_Core_LocationsuploadLocation To configure the location for temporary storage of

screen capture images. For example D:\\voice\\screen or D:/voice/screen.

logdumpLocation To configure the log file dump location for theScreen Capture application. For example D:\\dump or D:/dump.

Recorder parametersUse the procedure Configuring component parameters to select the Recorder component and usethe table below to configure parameters for Recorder.

Parameter DescriptionAdapter ConfigurationDelayedExtendedCallInfo To update the call variable information in the

interactions table for calls that have the agentTable continues…




Parameter Descriptionextended call information message. The optionsare:

• True: The value to capture call variableinformation for delayed or extended calls. Thevalue to enable all for ACD deployments.

• False: The default value.UseCTIIntegration To get events from the respective adapters to the

recorder for recording interactions. Retain thedefault value that is True,

SaveCTICallIDInConnected To remember the PBX call identifier in theconnected state. Retain the default value that isFalse.

UpdateICMFromWrapUp To update ICM Enterprise ID value in database thatcomes in wrapup data. The default value is True.

AlertsAlertManagerIPAddress To configure the IP address of Alert Manager so

that the recorder connects to SysAdmin.HTTPAlertsEnabled To enable HTTP alerts. The options are:

• True: The default value that sends recorder-related alerts to Alert Manager.

• False: The recorder does not send any alerts toAlert Manager.


Component OptionsCallMaskingEnabled To enable call masking. The options are:

• True: The default value. The voice data on the fileis not written or muted.

• False: The voice data on the file is written butmuted.


default value is INFO. The other options are:

• ALL

• TRACE

• WARN

• FATAL

• ERRORTable continues…




Parameter Description• DEBUG

LogDatabaseQueries To enable recorder to log all database queries in therecorder specific log file. The options are:

• True: The value that is required for alldeployments.

• False: The default value.RecordingDriveSelect To configure the current working directory folder

where the recorder stores ongoing interaction data.For example, D:\. where the voice folder is createdto store ongoing interaction data.

MaxNoOfLinesForRecording To configure the maximum number of lines that theRecorder records per station for an agent. Thedefault value is 6.

If the MultiplicityEnabled parameter is configured asFalse, the Recorder uses this parameter to recordmultiple lines per phone. Therefore, configure thisparameter depending on the number of linesconfigured for a station. The value for thisparameter must be 1 if there are no multiple lines.

VoiceIPAddress1 To configure the IP address from where therecorder reads the voice packets. The recorderreads the voice packets from the voice NIC IPaddress in case of passive recording and the dataNIC IP address in case of active recording.

RecorderPacketFilterString To configure the network packet filter in recorder tosniff the packets coming from certain ports and fromcertain protocol type. The format of the value mustbe identical to the WinCap packet filter format. Theoptions are:

• (((ip proto TCP) and (((tcp port 5060) or (ip protoUDP)): The value to enable this parameter for SIPand SPAN recording.

• (ip proto UDP)): The value to enable thisparameter for Communication Manager, AES, andSPAN recording.

AvayaIntegration To enable 100% recording in Avaya environment,Retain the default value that is False.

RTCPProcessingEnabled To enable the recorder to process RTCP packets toget phone extension information. Retain the defaultvalue that is True for Avaya Aura® Contact Centeron Communication Manager passive deployments.

Table continues…




Parameter DescriptionLoginAgentOnPhoneExtTableAdd To add the IP address of a phone to the table so

that the recorder can record interactions of thatphone. The options are:


Contact Center on Communication Managerdeployments.

• False: The default value.SpeakerSeparationEnabled To configure the audio stereo mode. The options

are:

• True: The default value that sets the audio stereomode to WAVE_FILE_FORMAT_STEREO. Thevalue you must enable for passive deployments.

• False: The value that sets the audio stereo modeto WAVE_FILE_FORMAT_MONO. The value youmust enable for active deployments.

VoiceStreamLastCheckTime To configure the stale agent or nailed up voicestream interval in seconds for Avaya ProactiveOutreach Manager deployments. .

It is recommended to set the office hours of 9 to 10hours which amounts to 32400 to 36000 seconds.The default value is 5 seconds.

SIPRecordingVoiceStreamRecordingEnabled To configure voice stream recording based on the

current agent details. The options are:

• True: The value to enable for active recordingdeployments.

• False: The default value.HostedCCSIPIntegration To process the SIP message to login the agent and

generate the voice stream messages. The optionsare:


Contact Center on Communication Manager withAvaya Proactive Outreach Manager deployments.The parameter saves the voice streaminformation coming from Avaya adapter (DMCC)and records all the outbound calls for the nailedup Avaya Proactive Outreach Manager agent.

Note:

Avaya adapter receives voice stream startinformation when the agent is nailed up andvoice stream stop information when the

Table continues…




Parameter Description

agent closes the nailed up connection. Theactual outbound calls are made when theagent is nailed up.

• False: The default value.ScreenCaptureScreenCaptureEnabled To enable screen capture. The options are:

• True: The value to enable screen capture of agentdesktop.

• False: The default value.SCUploadServerIPAddress To configure the IP address of the Unified

Messaging component where the screen captureservice connects to upload screens.

SilentMonitorPublicIPAddress To configure the public IP address used for live

monitoring as the IP address of the server whererecorder is running.

ApplicationServerIPAddress To configure the IP address of the server on whichthe SysAdmin is installed.

AppServerPort To configure the port number for the applicationserver. The default value is 80.

Storage ConfigurationStorageServerIPAddress To configure the IP address of the server where the

recorder is running to store interactions.StoragePath To configure the location to store audio files. For

example, D:\Voice.

Note:

The storage path for the device must bedefined in the Harmony WorkforceOptimization web application. The details areavailable in the Managing storage devicestopic in Administering Harmony WorkforceOptimization. The time taken by MediaManager to load storage details is 5 minutes.Rules for the specified storage path getsaffected after 5 minutes.

TimersConfigLoadInterval To configure the load interval in minutes for those


Table continues…




Parameter DescriptionTenantLoadInterval To configure the tenant refresh time interval in

minutes. For multi-tenancy support in a hostedenvironment, this parameter checks, every 15minutes, whether a new tenant is added or anexisting tenant status is changed. The default valueis 15.

MessagingScreenCaptureProxyIPAddress To configure the IP address of the Unified

Messaging component or screen capture proxy sothat the recorder can send all screen captureevents.

Agent Screen Desktop ConfigMaxNoOfScreenCapturesPerCall To configure the maximum number of screenshots

to be captured for a single interaction. The defaultvalue is 1000.

EnableLeanPeriodForScreenUpload To enable screen upload from agent desktop duringlean period. The options are:

• True: The value to enable screen upload duringlean period.

• False: The default value. The value to disablescreen upload during lean period.

LeanPeriodStartTimeForScreenUpload To configure the screen upload start time fromagent desktop in hh:mm format if theEnableLeanPeriodForScreenUpload parameter isset to True.

LeanPeriodStopTimeForScreenUpload To configure the screen upload stop time from agentdesktop in hh:mm format if theEnableLeanPeriodForScreenUpload parameter isset to True.

CompressionLevelForScreenCapture To define the compression level for screens where 0stands for minimum compression level and 9 standsfor maximum compression level.. The default valueis 5.

ScreenCaptureMode To configure the capture modes for screens. Theoptions are:

• Desktop: Captures the entire desktop. The defaultvalue.

• ActiveWindow: Captures the application orwindow that is active.

• Primary: Captures the entire desktop of theprimary monitor when there are dual monitors.

Table continues…




Parameter Description• ActiveMonitor: Captures the entire desktop of the

monitor that is active (on which the cursor moves)amongst the dual monitors.

NoOfLogicalCPUForScreenCompression To configure the number of logical CPUs that 7zuses to generate the compressed file. 0 stands forusage of all logical CPUs. The default value is 2.




Appendix C: IPaddress update process

OverviewIn the Harmony Workforce Optimization implementation, an IP address update involves manualchanges to the IP address in the following components:

• Database server: Apart from changing the database server IP address, you must also updatetables in the Hosted and Tenant databases.

• SysAdmin and web application server: You must update parameters in thewebappconfig.properties file and in the Apache configuration files.

• Recorder components server: You can use SysAdmin to update parameters for Recorder andother Harmony Workforce Optimization components.

PrerequisitesBefore you change the IP address of any component, do the following:

• Stop all the Harmony Workforce Optimization services from Windows services.• Take a backup of the database.• Note down the startup type of the Harmony Workforce Optimization components in Windows

services.• Change the Harmony Workforce Optimization services to disabled state in Windows services.

Updating database server IP addressProcedure

1. Log on to the server that hosts the web application components.


3. Right-click the MasterDatabase.Properties file, and click Open with > Notepad.

4. Type the new IP address for the following parameters:

• DatabaseServerIpAddress

• BackupDatabaseServerIpAddress.



• hostIp.

5. Click Save.

Running scripts on the hosted databaseAbout this taskUse this procedure to run scripts on the hosted database to replace the following:

• The old database IP address with the new one• The old IP address of components with the new one

Procedure1. Go to the server where the Harmony Workforce Optimization database is installed, and

click Start > SQL Management Studio.

2. Log in using sa credentials.

3. Select the hosted database and click New Query.

4. To replace the old database IP address with the new one, type the following queries andclick Execute:

a. update HOSTED_DATABASES setDATABASESERVER_IP_ADDRESS='<<NEW_IP>>' whereDATABASESERVER_IP_ADDRESS='<<OLD_IP>>'

b. update HOSTED_DATABASES setBACKUP_DATABASESERVER_IP_ADDRESS='<<NEW_IP>>' whereBACKUP_DATABASESERVER_IP_ADDRESS='<<OLD_IP>>'

c. update KSLOOKUP set LOOKUP_DESC ='<<NEW_IP>>' where LOOKUP_DESC='<<OLD_IP>>' And LOOKUP_CODE = 'DATABASE_CONFIG' AndLOOKUP_TYPE = 'DBHOSTIP'

d. update KSLOOKUP set LOOKUP_DESC ='<<NEW_IP>>' where LOOKUP_DESC='<<OLD_IP>>' And LOOKUP_CODE = 'DATABASE_CONFIG' AndLOOKUP_TYPE = 'DBHOSTIP_BackupIP'

e. update HOSTED_ASSETS set COMPONENT_IP ='<<NEW_IP>>' whereCOMPONENT_IP ='<<OLD_IP>>' And COMPONENT_TYPE= 'DATABASE'

f. update HOSTED_NODES set COMPONENT_IP ='<<NEW_IP>>' whereCOMPONENT_IP ='<<OLD_IP>>' And COMPONENT_TYPE= 'DATABASE'

5. To replace the old IP address of components with the new one, type the following queriesand click Execute:

a. update HOSTED_NODES set COMPONENT_IP = '<<NEW_IP>>' whereCOMPONENT_IP = '<<OLD_IP>>'

IPaddress update process



b. update HOSTED_NODES set HOST_ID = '<<NEW_IP>>' where HOST_ID ='<<OLD_IP>>'

c. update HOSTED_ASSETS set COMPONENT_IP = '<<NEW_IP>>' whereCOMPONENT_IP = '<<OLD_IP>>'

d. update HOSTED_ASSETS set SERVER_UID = '<<NEW_IP>>' whereSERVER_UID = '<<OLD_IP>>'

e. update STORAGE_DETAILS set HOST_IP = '<<NEW_IP>>' where HOST_IP= '<<OLD_IP>>'

Running scripts on the tenant databaseAbout this taskUse this procedure to run scripts on the tenant database to replace the old IP address with thenew one for tables related to storage manager and reports.

Procedure1. Go to the server where the Harmony Workforce Optimization database is installed, and

click Start > SQL Management Studio.

2. Log in using sa credentials.


4. Type the following queries and click Execute:

a. update HARMONY_SM_DETAILS set IP_ADDRESS='<<NEW_IP>>' whereIP_ADDRESS='<<OLD_IP>>’

b. update HARMONY_SM_LIST set IP_ADDRESS='<<NEW_IP>>' whereIP_ADDRESS='<<OLD_IP>>'

c. update INTERACTION_MEDIA_INFO set STORAGE_IP_ADDRESS='<<NEW_IP>>' where STORAGE_IP_ADDRESS ='<<OLD_IP>>'

d. update INTERACTION_MEDIA_INFO_HISTORY set STORAGE_IP_ADDRESS='<<NEW_IP>>' where STORAGE_IP_ADDRESS ='<<OLD_IP>>'

e. update HARMONY_DOWNLOAD_MEDIA set STORAGE_IP ='<<NEW_IP>>'where STORAGE_IP ='<<OLD_IP>>'

f. update HARMONY_DOWNLOAD_MEDIA set DOWNLOAD_URL =Replace(DOWNLOAD_URL, '<< OLD_IP >>', '<< NEW_IP >>')

g. update HARMONY_REPORT_OUTPUT set REPORT_OUTPUT_LOCATION =Replace(REPORT_OUTPUT_LOCATION, '<< OLD_IP >>', '<< NEW_IP >>')

Running scripts on the tenant database



Updating web server IP addressAbout this taskUse this procedure to update the web server IP address in thewebappconfig_x.x.x.x_Node.properties and sysadminconfig.properties files.

Note:If the port configured before changing the IP address is other than 443, do not change theport.



3. Right-click the webappconfig_x.x.x.x_Node.properties andsysadminconfig.properties files, and click Open with > Notepad.

4. Type the new IP address for the following parameters:

• WebappServerIp

• WebappServerIpForUI

• ProxyIp.

5. Click Save.

Updating Apache server IP addressAbout this taskUse this procedure to update the Apache server IP address in the httpd-ssl.conf file.

Note:If the port configured before changing the IP address is other than the ones mentioned in theproxy rules below, do not change the port.

Procedure1. Log on to the server that hosts the web application components.

2. Go to <Installation Path>\Harmony\Apache24\conf\extra.






5. Type the new IP address for the following proxy rules:

a. ProxyPassMatch ^/Harmony/(.*) http://<<NEW_IP>>:9290/Harmony/$1b. ProxyPassReverse ^/Harmony/(.*) http://<<NEW_IP>>:9290/

Harmony/$1c. ProxyPassMatch ^/oceana/(.*) http://<<NEW_IP>>:9290/oceana/$1d. ProxyPassReverse ^/oceana/(.*) http://<<NEW_IP>>:9290/oceana/$1e. ProxyPassMatch ^/webapp/(.*) http://<<NEW_IP>>:9690/webapp/$1f. ProxyPassReverse ^/webapp/(.*) http://<<NEW_IP>>:9690/webapp/$1

g. ProxyPassMatch ^/sysadmin/(.*) http://<<NEW_IP>>:9290/sysadmin/$1

h. ProxyPassReverse ^/sysadmin/(.*) http://<<NEW_IP>>:9280/sysadmin/$1

i. ProxyPassMatch ^/wsNotifications/(.*) ws://<<NEW_IP>>:9390/wsNotifications/$1

j. ProxyPassReverse ^/wsNotifications/(.*) http://<<NEW_IP>>:9390/wsNotifications/$1

k. ProxyPassMatch ^/AvayaAdapter/WSC/(.*) http://<<NEW_IP>>:34101/AvayaAdapter/WSC/$1

l. ProxyPassReverse ^/AvayaAdapter/WSC/(.*) http://<<NEW_IP>>:34101/AvayaAdapter/WSC/$1

m. ProxyPassMatch ^/trustedauth/(.*) http://<<NEW_IP>>:9290/trustedauth/$1

n. ProxyPassReverse ^/trustedauth/(.*) http://<<NEW_IP>>:9290/trustedauth/$1

o. ProxyPassMatch ^/adminapp/harmonyAppAlert http://<<NEW_IP>>:9495/adminapp/harmonyAppAlert

p. ProxyPassReverse ^/adminapp/harmonyAppAlert http://<<NEW_IP>>:9495/adminapp/harmonyAppAlert

q. ProxyPassMatch ^/adminapp/ctiosHarmonyAppAlert http://<<NEW_IP>>:9495/adminapp/ctiosHarmonyAppAlert

r. ProxyPassReverse ^/adminapp/ctiosHarmonyAppAlert http://<<NEW_IP>>:9495/adminapp/ctiosHarmonyAppAlert

s. ProxyPassMatch ^/oceana/(.*) http://<<NEW_IP>>:9290/oceana/$1t. ProxyPassReverse ^/oceana/(.*) http://<<NEW_IP>>:9290/oceana/$1

u. ProxyPassMatch ^/PlayLiveCall/Voice?(.*) http://<<NEW_IP>>:33066/PlayLiveCall/Voice?$1

Updating Apache server IP address



v. ProxyPassReverse ^/PlayLiveCall/Voice?(.*) http://<<NEW_IP>>:33066/PlayLiveCall/Voice?$1

w. ProxyPassMatch ^/EndLiveCall/Voice?(.*) http://<<NEW_IP>>:33066/EndLiveCall/Voice?$1

x. ProxyPassReverse ^/EndLiveCall/Voice?(.*) http://<<NEW_IP>>:33066/EndLiveCall/Voice?$1

y. ProxyPassMatch ^/PlayLiveCall/NonVoice?(.*) http://<<NEW_IP>>:33555/PlayLiveCall/Voice?$1

z. ProxyPassReverse ^/PlayLiveCall/NonVoice?(.*) http://<<NEW_IP>>:33555/PlayLiveCall/Voice?$1

aa. ProxyPassMatch ^/EndLiveCall/NonVoice?(.*) http://<<NEW_IP>>:33555/EndLiveCall/Voice?$1

ab. ProxyPassReverse ^/EndLiveCall/NonVoice?(.*) http://<<NEW_IP>>:33555/EndLiveCall/Voice?$1

ac. ProxyPassMatch ^/AvayaAdapterStat http://<<NEW_IP>>:34101/AvayaAdapter/DebugServlet$1

ad. ProxyPassReverse ^/AvayaAdapterStat http://<<NEW_IP>>:34101/AvayaAdapter/DebugServlet$1

ae. ProxyPassMatch ^/Devlink3AdapterStat http://<<NEW_IP>>:34102/AvayaAdapter/DebugServlet$1

af. ProxyPassReverse ^/Devlink3AdapterStat http://<<NEW_IP>>:34102/AvayaAdapter/DebugServlet$1

ag. ProxyPassMatch ^/OceanaAdapterStat http://<<NEW_IP>>:34103/AvayaAdapter/DebugServlet$1

ah. ProxyPassReverse ^/OceanaAdapterStat http://<<NEW_IP>>:34103/AvayaAdapter/DebugServlet$1

ai. ProxyPassMatch ^/IPOCCAdapterStat http://<<NEW_IP>>:34105/AvayaAdapter/DebugServlet$1

aj. ProxyPassReverse ^/IPOCCAdapterStat http://<<NEW_IP>>:34105/AvayaAdapter/DebugServlet$1

ak. ProxyPassMatch ^/POMAdapterStat http://<<NEW_IP>>:34106/AvayaAdapter/DebugServlet$1

al. ProxyPassReverse ^/POMAdapterStat http://<<NEW_IP>>:34106/AvayaAdapter/DebugServlet$1

am. ProxyPassMatch ^/MLSAdapterStat http://<<NEW_IP>>:34107/AvayaAdapter/DebugServlet$1

an. ProxyPassReverse ^/MLSAdapterStat http://<<NEW_IP>>:34107/AvayaAdapter/DebugServlet$1




ao. ProxyPassMatch ^/CiscoAdapterStat http://<<NEW_IP>>:34201/AvayaAdapter/DebugServlet$1

ap. ProxyPassReverse ^/CiscoAdapterStat http://<<NEW_IP>>:34201/AvayaAdapter/DebugServlet$1

aq. ProxyPassMatch ^/AACCNetAdapterStat http://<<NEW_IP>>:34301/AvayaAdapter/DebugServlet$1

ar. ProxyPassReverse ^/AACCNetAdapterStat http://<<NEW_IP>>:34301/AvayaAdapter/DebugServlet$1

as. ProxyPassMatch ^/rmsapi/(.*) http://<<NEW_IP>>:33023/$1at. ProxyPassReverse ^/rmsapi/(.*) http://<<NEW_IP>>:33023/$1

6. Click Save.

7. Go to <Installation Path>\Harmony\Apache24_WS\conf\extra.



10. Type the new IP address for the following proxy rules:

a. redirectMatch 302 ^/Screen/ wss://<<NEW_IP>>:8443/ws/netty?b. ProxyPass /ws/ ws://<<NEW_IP>>:4235/c. ProxyPassReverse /ws/ ws://<<NEW_IP>>:4235/d. ProxyPass /ws1/ ws://<<NEW_IP>>:6988/e. ProxyPassReverse /ws1/ ws://<<NEW_IP>>:6988/f. ProxyPass /ws2/ ws://<<NEW_IP>>:2345/

g. ProxyPassReverse /ws2/ ws://<<NEW_IP>>:2345/h. ProxyPass /ws3/ ws://<<NEW_IP>>:7745/i. ProxyPassReverse /ws3/ ws://<<NEW_IP>>:7745/j. ProxyPass /ws4/ ws://<<NEW_IP>>:6745/

k. ProxyPassReverse /ws4/ ws://<<NEW_IP>>:6745/11. Click Save.

Next stepsStart the sysadmin, webapp, and Apache services.

Updating Apache server IP address



Generating certificatesAbout this taskUse this procedure to generate certificates with the new IP address.



3. Right-click the Harmony WebProxy service and click Stop.

4. Rename the SSL key file located at <Installation Path>\Harmony\Apache24\conf\ssl.key\.

5. Rename the CA-signed certificate located at <Installation Path>\Harmony\Apache24\conf\ssl.crt\.

6. Open command prompt as an administrator.

7. In command prompt, go to <Installation Path>\Harmony\Apache24.

8. Type cert_gen.bat <New IP>.

Updating IP address for componentsAbout this taskUse this procedure to update the parameters for components if there is an IP address change inthe Harmony Workforce Optimization implementation.




a. In the Component field, click a component.

b. In the Asset field, click the asset you want to configure.

c. In the Node field, click the node you want to configure.

4. In the Value column, type the values for the parameters whose IP address you want tochange .

5. Click Save.

Next stepsRestart the component service .




Related linksParameter configuration for IP address update on page 317

Parameter configuration for IP address updateYou must update the following component parameters if there is an IP address change in the HarmonyWorkforce Optimization implementation:

Component ParameterLog Manager AlertManagerIPAddress

HostDataIPPacket Sniffer AlertManagerIPAddress

VoiceIPAddress1Process Checklist AlertManagerIPAddressMessaging HostName

HostDataIPAlertManagerIPAddressClientIPnat.apacheIPproxyIPMessagingServerIPRecorderServerIPedServiceIPAddressscreenStorageIPAddress

Media Manager AlertManagerIPAddressEDserviceIPAddressStorageAddressesListIISServerHost

Recorder AlertManagerIPAddressVoiceIPAddress1SCUploadServerIPAddressPublicIPAddressApplicationServerIPAddressStorageServerIPAddressScreenCaptureProxyIPPrimaryUnifiedMessagingServerIP

AES adapter AlertManagerIPAddress

Table continues…

Updating IP address for components



Component ParameterAvaya adapter AlertManagerIPAddress

HostDataIPHostNamedmcc_recording_stations_IPaddr

WebApp and Analytics ProxyIPWebappServerIPWebappServerIPForUIicm.hrmsIpAddress

AACCNetAdapter AlertManagerIPAddressLocalhostIP

Related linksUpdating IP address for components on page 316

Updating dynamic parameters for componentsAbout this taskUse this procedure to update the parameters for components if there is an IP address change inthe Harmony Workforce Optimization implementation.




4. In the Component field, click the component whose IP address you want to change .

5. Select the Dynamic Type as Adapter or Service.

6. In the Asset field, click an asset.

7. In the Node field, click a node.

8. In the Value column, click to type the values for the parameters whose IP address youwant to change .

Related linksDynamic parameter configuration for IP address update on page 319




Dynamic parameter configuration for IP address updateYou must update the following parameters if there is an IP address change in the Harmony WorkforceOptimization implementation:

Component Dynamic Type ParameterRecorder Adapter ServerAddress

BackupServerAddressService IPAddress

BackupIPAddressMessaging Tenant edServiceIPAddress

RecorderServerIPsecondaryRecordersProxyIP

Related linksUpdating dynamic parameters for components on page 318

Updating IP address of the Screen Capture applicationAbout this taskUse this procedure to update the Messaging IP address for the screen in the registry.

Procedure1. Log on to the server on which the web application components and the SQL database are

running.

2. Open the registry located at: HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\AVAYA\Screen

3. Take a backup of the registry entries.

4. Configure the values of the following parameters:

a. ConnextURL: Update the IP address of the server where the Messaging component isrunning in the URL wss://<Unified Messaging IP address>:8443/ws/netty/

b. SecondaryConnectURL: Update the secondary IP address of the server where theMessaging component is running in the URL wss://<Secondary UnifiedMessaging IP address>:8443/ws/netty/

Next stepsRestart the Screen Capture services.

Updating IP address of the Screen Capture application



Changing the host data IP addressAbout this taskUse this procedure to change the host data IP address in the ini file or properties file of theHarmony Workforce Optimization components. Every component has a corresponding ini filenamed after the component name.

Procedure1. Log on to the server where the Harmony Workforce Optimization application is installed.

2. Go to <Installation Path>\Harmony to view the component folders.

3. Click one of the following component folders:

• Recorder

• Log Manager

• Media Manager


• Packet Sniffer

• AES adapter

• PCS adapter (if you are using PCS dialer)

4. In the component folder, right-click the respective <component>.ini file.

5. Click Open with > Notepad.


• HostDataIP: Update the IP address.

7. Click Save.

8. Go to <Installation Path>\Harmony\<component>\conf folder for the followingcomponents:

• Avaya adapter

• POM adapter:if you are using POM dialer

9. Right-click the <component>.properties file.

10. Click Open with > Notepad.


• HostDataIP: Update the IP address.

12. Click Save.

Next stepsRestart all the component services.




Updating IP address for Harmony Workforce OptimizationAbout this taskUse this procedure to update the IP address of Harmony Workforce Optimization in the registry.

Procedure1. Log on to the server on which the web application components and the SQL database are

running.

2. Open the registry located on: HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\KnoahSoft\Harmony

3. Take a backup of the registry entries in case you need to revert.

4. Update the IP address for values of the following parameters:

a. ProxyServerIP

b. ServerFQDN

c. ServerIP

d. SQLServer

Updating IP address for Harmony Workforce Optimization



Index

AAACC ................................................................... 36, 112, 124AACCNet adapter

required parameters for AACC on CommunicationManager ..............................................................118, 290

AACCNet adapter log verificationpost configuration ............................................... 177, 260

accessingsysadmin .................................................................... 167web application ...........................................................138

Active call recording .............................................................24active recording

AACC deployments ...................................................... 25Avaya Aura Contact Center deployments ...................229

adapterconfiguring geo redundant HA parameters .................210configuring parameters .......................................127, 249

adapter parameterconfiguring .......................................... 199, 208, 209, 264

adapters ...............................................................................16adding

CTI link ......................................................................... 45CTI user ........................................................................39device group ................................................................. 41devices ......................................................................... 40

Addingcontact details .............................................................106tenant details .............................................................. 105tenants ........................................................................104users ...........................................................................106

administeringagent stations ......................................................... 48, 50class of restriction .........................................................48system parameters ....................................................... 45virtual IP soft phones .................................................... 49

AES adapterrequired parameters for Avaya Aura Contact Center onCommunication Manager ........................................... 287required parameters for Call Center Elite onCommunication Manager ....................................117, 242trusted licensing secure connection ............................. 33

AES adapter log verificationpost configuration ............................................... 175, 258

Analytics ............................................................................ 282Analytics parameters ......................................................... 282Apache server IP address

updating ......................................................................312assigning

users .............................................................................53Assigning metrics

multiple NICs ................................................................ 73Avaya adapter

Avaya adapter (continued)configuring dynamic parameters ........................ 218, 276required dynamic parameter for Call Center Elite ...... 210required dynamic parameters for AACC onCommunication Manager ........................................... 128required parameter for Avaya Aura Contact Center ... 284required parameter for Call Center Elite ..................... 116

Avaya adapter log verificationpost configuration ............................................... 174, 257

Avaya adapter parametertrusted licensing parameters ........................................ 34

Avaya adapter with POMrequired dynamic parameters for CC Elite onCommunication Manager ........................................... 250

Avaya Aura Contact Center ... 25, 36, 112, 124, 232, 238, 246Avaya Aura Contact Center] .............................................. 229Avaya Aura Contact Center and Avaya Aura CommunicationManager integration .............................................................23Avaya Proactive Outreach Manager ..................................229

Bbackup ............................................................................... 157basic availability groups .....................................................185browser setting

Google Chrome .......................................................... 100Internet Explorer ........................................................... 99

browser settingsMozilla Firefox ............................................................ 101

bulk actionsexporting and importing parameters ................... 115, 241

Ccall signaling ........................................................................ 19CA-signed SSL certificate

replacing self-signed certificate .................................. 166changing

port and node of second instance of web application .191Changing

second instance of jetty .............................................. 190Changing server IP address

DNS deployment ........................................................ 130changing the host data IP address .................................... 320changing the node name

DNS deployments .......................................................130high availability ........................................................... 196

checking log filesservices ...................................................................... 169

checking statusSwitch Conn in AES server .......................................... 39

checklistinitial administration .................................................... 155



checklist (continued)planning ........................................................................ 57post installation verification .........................167, 174, 257pre-installation .............................................................. 71

CM ....................................................................................... 36Communication Manager .............36, 112, 124, 232, 238, 246component parameter

configuring .......................................... 114, 132, 240, 316component parameters .............................................. 114, 240components ......................................................................... 14

configuring dynamic parameters ................................ 318configuration

network port ..................................................................71Configuration ................................................................. 89, 97configuration checklist

AACC-CM .....................................................................36configuration tools and utilities

deployment ................................................................... 61configuring

Apache load balancer .................................................194Avaya adapter .....................................................217, 274component parameters .......................114, 132, 240, 316geo-redundancy high availability ........................ 208, 209geo-redundant high availability ...................................207high availability ........................... 195, 198–200, 263–265IP network regions ........................................................49log file parameters ...................................................... 102PE and CLAN IPs ......................................................... 43persistent connection ..................................................110POM adapter .............................................................. 275recorder .............................................................. 213, 270resource files .............................................................. 148screen capture ....................................................139, 142screen capture and DTA .............................................140screen capture parameters .........................................146SIP user ........................................................................53SNMP on Avaya OneX soft phones ..............................54UCID .............................................................................46

Configuring ........................................................................ 103license details ............................................................. 107POM reports ............................................................... 233

configuring AACCNet adapter parametervoice multiplicity ..................................................135, 256

configuring AES adapter parametervoice multiplicity ..................................................134, 255

configuring avaya adapter parametervoice multiplicity ..................................................134, 255

Configuring AWFOS user in EPM ......................................235configuring dynamic parameters

Avaya adapter .....................................................218, 276components ................................................................ 318

configuring geo redundant HA parametersadapter ....................................................................... 210

configuring HAscreen capture ............................................................204

configuring parametersadapter ............................................................... 127, 249

configuring parameters (continued)recorder .............................. 125, 200, 214, 247, 265, 270

configuring POM adapter parametervoice multiplicity ..........................................................256

configuring recorder parametervoice multiplicity ..................................................133, 254

Contact Center ...........................................................238, 246Copying POM reports for AWFOS ETL process ................236crating a SPN

trusted authentication ................................................. 136creating

wrapper folder for second instance of web application.....................................................................................191

CreatingPOM campaign detail report .......................................234POM campaign parameters history report ..................234POM contact details report ......................................... 234

CTI User .............................................................................. 39custom setup ................................................................. 88, 95

field descriptions .....................................................88, 95

Ddatabase

maintenance activities ........................................ 162, 163database files

AWFOS ...............................................................159, 160database server IP address

updating ......................................................................309Database Settings ......................................................... 90, 98deleting

gatekeeper configuration .............................................. 43deployment

configuration tools and utilities ..................................... 61deployment tools .......................................................... 13limitations ............................................................153, 253process ......................................................................... 56

deployment configurations ...................................................18deployment environments ....................................................28deployment scenarios

AACC active recording ................................................. 25AACC passive recording .............................................. 25Avaya Aura Contact Center active recording ..............229Avaya Aura Contact Center passive recording ...........229

desktop trigger client machine ............................................. 62disabling

AAPC or IQ ...................................................................47SSL ...............................................................................81TLS 1.0 ......................................................................... 78TLS 1.1 ......................................................................... 79

DMCC recording methodsmultiple registrations .....................................................20step conference ............................................................ 20

DMCC testfirst party call ................................................................ 52third party call ............................................................... 52

DNS deployment

Index



DNS deployment (continued)Changing server IP address ....................................... 130

dynamic parameter configuration checklistAACC-Communication Manager ................................ 124Contact Center-Communication Manager with AvayaProactive Outreach Manager ......................................246

dynamic parametersIP address updates .....................................................319Messaging .......................................................... 129, 252

dynamic recorder parameterAACC-Communication Manager

high availability .................................................... 201load balancing ..................................................... 214

AACC-Communication Manager with POMhigh availability .................................................... 266load balancing ..................................................... 271

Eenabling

disconnect supervision ................................................. 46DMCC unencrypted port ...............................................51recording agent-to-agent conversion for SPAN ............ 55third party controls on SIP phones ............................... 54TLS ............................................................................... 76UCID for conference or transfer ................................... 47

enabling loggingtrusted authentication ................................................. 138

Enabling recorder integrationAvaya Proactive Outreach Manager ...........................232

enabling SSOGoogle Chrome .......................................................... 137Internet Explorer ......................................................... 137

Enabling UCID generationAvaya Proactive Outreach Manager ...........................232

encrypted connections ...................................................82, 83ethernet

network considerations .................................................71executing

script generator ...........................................................150Executing the Cron trigger ................................................. 236

Ffailover and redundancy .................................................... 179field descriptions .................................................................. 39

basic availability groups in SQL server 2016 ..............187component parameters .......................................114, 240database settings ................................................... 90, 98DMCC test .................................................................... 52failover cluster ............................................................ 183install custom setup ................................................ 88, 95installing configuration information ......................... 89, 97install standard profile .............................................87, 95screen capture and desktop monitor .......................... 142TSAPI test .................................................................... 42

fixed seating .........................................................................21

free seating .......................................................................... 21

Ggenerating certificates ........................................................316Geo-redundancy high availability

AWFOS .......................................................................205failover scenarios ........................................................206

Geo redundanthigh availability ........................................................... 205

GUI methoduninstalling screen capture .........................................153

Hhardware requirements

multi box deployment ....................................................62single box deployment ..................................................62

high availability .......................................................... 179, 195High availability recording

AACC on CM .............................................................. 197AACC on CM with POM ............................................. 262

High availability supportscreen capture ............................................................203

hostedpremise .......................................................................103

hosted databaserunning scripts .....................................................310, 311

Iimporting

CCT user ...................................................................... 52importing CA certificate

Avaya adapter keystore ................................................34Importing license file .......................................................... 103infrastructure

maintenance activities ................................................ 163initial administration

starting web application .............................................. 156installation

worksheet ..................................................................... 59install database server

field descriptions .....................................................90, 98installing

Avaya Site Administration .............................................43custom ............................................................ 85, 93, 188learning console ......................................................... 149screen capture ............................................139, 140, 142standard ..........................................................85, 93, 188TSAPI client ..................................................................75

Installingmultibox ........................................................................ 91second instance of jetty as a Windows server ............192

installing and DTAscreen capture ............................................139, 140, 142

Index



installing certificate .............................................................. 82installing screen capture

GUI method ................................................................ 152terminal services server ..............................................151

integration scenariosAvaya Aura Contact Center on Communication Manager.......................................................................................28

IP address updateoverview ..................................................................... 309parameter configuration ..............................................317

Kkey customer configuration information

AACC on Communication Manager ............................. 57AACC on Communication Manager with Avaya ProactiveOutreach Manager ......................................................231

Llegal notices .............................................................................License ................................................................................ 31license requirements ............................................................29limitations

deployment ......................................................... 153, 253load balancing

configuring .................................. 213, 217, 270, 274, 275Load Balancing

AACC on CM .............................................................. 212AACC on CM with POM ............................................. 268

log file parametersconfiguring .................................................................. 102

loggingAvaya Site Administration .............................................44

logging inAES server ................................................................... 38

logging onsysadmin ............................................................ 102, 168

Log Manager parameters .................................................. 277log verification

post installation ...................................................170–172

MMaintenance mode

uninstall ...................................................................... 160Managing

storage drives ............................................................. 109Mapped drives

field descriptions ......................................................... 111mapping

new instance to tenant ................................................193Mapping

assets ......................................................................... 108storage drives ..............................................................111

Media manager parameters .......................................120, 298

Messaging dynamic parameters ................................129, 252messaging parameter

configuring .......................................................... 200, 265Messaging parameters .............................................. 121, 300Modifying

tenant status ............................................................... 112multi box deployment — application and database server .. 62multi box deployment — Recorder server ........................... 62multiple NICs

assigning metrics ..........................................................73Multiplicity ............................................................................ 21

Nnetwork considerations

ethernet ........................................................................ 71network port

configuration ................................................................. 71

Ooverview ...............................................................................14

PPacket Sniffer parameters ................................................. 279parameter configuration checklist

AACC-Communication Manager .................................112Contact Center-Communication Manager with AvayaProactive Outreach Manager ......................................238

parametersAnalytics ..................................................................... 282Log Manager .............................................................. 277Media manager ...................................................120, 298Messaging .......................................................... 121, 300Packet Sniffer ............................................................. 279Process checklist ........................................................278Recorder .....................................................122, 244, 302Screen Capture .......................................................... 146System Administration ................................................281Webapp ...............................................................115, 283

passive call recording .......................................................... 25planning

checklist ........................................................................57PLDS ................................................................................... 74

downloading software ...................................................74POM adapter

required dynamic parameters for CC Elite onCommunication Manager with POM ...........................251required parameter for AACC and Avaya ProactiveOutreach Manager ......................................................295required parameter for Call Center Elite and AvayaProactive Outreach Manager ......................................243

POM adapter log verificationpost configuration ....................................................... 260

port .......................................................................................71

Index



post configurationAACCNet adapter log verification .......................177, 260AES adapter log verification ............................... 175, 258Avaya adapter log verification .............................174, 257POM adapter log verification ...................................... 260Recorder log verification .....................................177, 261

post installationlog verification .....................................................170–172

post installation verificationchecklist ......................................................167, 174, 257

pre-installationchecklist ........................................................................71

premisehosted .........................................................................103

prerequisite .......................................................................... 13prerequisites

Avaya Aura Contact Center-Communication Manager onAvaya Proactive Outreach Manager ...........................232

process ................................................................................ 56Process checklist parameters ............................................278Processing POM reports in AWFOS ..................................236product compatibility ............................................................ 76

Rrecorder

configuring parameters .......125, 200, 214, 247, 265, 270Recorder log verification

post configuration ............................................... 177, 261recorder parameter

AACC-Communication Manage ................................. 126AACC on CM with POM ............................................. 248configuring .................................................. 198, 207, 263

Recorder parameters .........................................122, 244, 302recording

active ............................................................................ 19passive ......................................................................... 19

Recording tone .................................................................... 21registering ............................................................................ 74related documentation ....................................................... 226replacing self-signed certificate

CA-signed SSL certificate ...........................................166requirement

database .......................................................................68operating system .......................................................... 68reporting services ......................................................... 68

restartingAvaya Workforce Optimization Select components.............................................................................129, 252

restarting the componentsDNS deployments .......................................................133

restore ................................................................................157restoring

AWFOS .......................................................................160data .............................................................................158

restoring AWFOSdatabase files ............................................................. 160

runningDMCC test .................................................................... 51TSAPI test .................................................................... 42

running scriptshosted database ................................................. 310, 311

SScheduling POM reports ....................................................235screen capture

configuring HA ............................................................ 204Screen Capture ..........................................................143, 144screen capture and desktop monitor ................................. 142

field descriptions .........................................................142Screen Capture and Desktop Monitor

overview ..................................................................... 139uninstall ...................................................................... 145

screen capture parametersconfiguring .................................................................. 146

Screen Capture parameters .............................................. 146Screen IP address update

updating registry ................................................. 319, 321script generator

executing .................................................................... 150server

maintenance activities ................................................ 161server data

AWFOS .......................................................................157server restart

maintenance activities ................................................ 165services

checking log files ........................................................ 169services.msc components ................................................. 156setting

password .................................................................... 156setting up

availability groups in SQL server ................................ 185second instance of Webapp ............................... 191, 192Windows 2012 cluster ........................................ 181–183

Setting upsecond instance of WebApp on same server ............. 190

single box deployment ......................................................... 62software requirement ........................................................... 68specifying

log location of the second instance of Webapp .......... 192SQL server .....................................................................82, 83

MMC ............................................................................. 82SSL

disabling ....................................................................... 81standard profile .............................................................. 87, 95

field descriptions .....................................................87, 95starting

screen capture service ............................................... 204web application service .............................................. 168

Startingwebapp components .......................................... 132, 195

starting web application

Index



starting web application (continued)initial administration .................................................... 156

stopping the componentsDNS deployments .......................................................130

Storage drivesfield descriptions .........................................................109

support ...............................................................................228synchronizing data

two replicas .................................................................187sysadmin

logging on ................................................... 102, 167, 168SysAdmin ...........................................................102, 167, 168System Administration ....................................................... 281System Administration parameters ....................................281

Ttaking a backup

AWFOS ...............................................................157, 159taking a backup AWFOS

database files ............................................................. 159server data ..................................................................157

tenantfield descriptions .........................................................104

Tenant contact detailsfield descriptions .................................................106, 108

Tenant detailsfield descriptions .........................................................105

Tenant license detailsfield descriptions .........................................................108

terminal services serverinstalling screen capture .....................................151, 152uninstalling screen capture .........................................152

third-party CA certificatetrusted licensing support ...............................................33

TLSenabling ........................................................................ 76

TLS 1.0disabling ....................................................................... 78

TLS 1.1disabling ....................................................................... 79

topology ............................................................................... 17troubleshooting

basic availability group ............................................... 223corrupt VBScript engine ..............................................225emails not delivered ....................................................220install program failure ................................................. 225interaction playback fails ............................................ 221interaction playback issues .........................................223invalid license key .......................................................220maintenance mode ..................................................... 224McAfee upgrade from 8.8 to 10 .................................. 225Services become invisible when installer is run andclosed in maintenance mode ......................................224upgrade program failure ............................................. 225

trusted authentication ................................................ 137, 138Trusted authentication support .......................................... 135

trusted licensing parametersAvaya adapter ...............................................................34

trusted licensing support ......................................................32TSAPI client

installing ........................................................................75

Uuninstalling screen capture

GUI method ................................................................ 153terminal services server ..............................................152

updatingApache server IP address .......................................... 312component services ....................................................136database server IP address ........................................309web server IP address ................................................312

updating registryIP address update ...................................................... 321Screen IP address update .......................................... 319

uploadingScreen Capture logs ...................................................144

Usersfield descriptions .........................................................107

Vverifying

agent login .................................................................. 144codec set ...................................................................... 48CTI link ......................................................................... 45CTI user ........................................................................40DMCC service .............................................................. 39Screen Capture logs ...................................................143TSAPI service ...............................................................39

videos ................................................................................ 227Viewing

tenant summary .......................................................... 111voice multiplicity

configuring AACCNet adapter parameters ......... 135, 256configuring AES adapter parameters ................. 134, 255configuring avaya adapter parameters ............... 134, 255configuring POM adapter parameters ........................ 256configuring recorder parameters ........................ 133, 254

WWebapp ......................................................................115, 283web application .................................................................. 156Webapp parameters ...................................................115, 283web server IP address

updating ......................................................................312worksheet

installation .....................................................................59

Index



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