acrwfoguide_en integration guide

Avaya Contact RecorderIntegration to Workforce Optimization GuideRelease 12.0

May 2013

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1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Functional Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Functional Overlap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Disjoint Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Alarming and Auditing . . . . . . . . . . . . . . . . . . . . . . . . . . 8Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Deferred Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2 Planning and Pre-requisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Server Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Storage Implications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13First Install Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Remote Slaves . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Enable EMA on the Avaya Contact Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . 14

KMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15MDL link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Content Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

4 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Server Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Organization Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Data Source Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Phone Data Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17LAN (Screen) Data Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Recording Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Content Server Role Association . . . . . . . . . . . . . . . . . . . . . . . . 19

C o n t e n t s

Contents

ACR Integration to WFO Guide 4

2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

Desktop Processing and Analytics. . . . . . . . . . . . . . . . . . . . . . . . 20WFO Employee Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Pause / Resume . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

WFO Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21SSL Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21KMS Encryption Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Securing Screen Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Pause and Resume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22WFO Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Fingerprint Validator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Topology Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Adding Recorder Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23Changing the WFO Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

5 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25"Required" Interface Options only. . . . . . . . . . . . . . . . . . . . . . . . 26Core Upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Pause Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Agent Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Separate Control of Screen Recordings . . . . . . . . . . . . . . . . . . . . . . 26Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Business Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Conditional Custom Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Replay Delay under Failover Conditions. . . . . . . . . . . . . . . . . . . . . . 27Live Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Telephone Replay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28AIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

C h a p t e r 1

Overview

This document details the integration between Avaya Contact Recording and Workforce Optimization, enabling support for Quality Monitoring, Desktop Processing and Analytics, Speech, and Scorecards. This guide supports the Avaya Aura Workforce Optimization, Version 12.0 product documentation. It assumes the reader is familiar with the Version 12.0 Avaya Contact Recorder Planning, Installation and Administration Guide, the Avaya Contact Recorder 12.0 and Workforce Optimization 12.0.This chapter includes the following topics: Introduction, page 6 Goals, page 6 Functional Diagram, page 7 Constraints, page 7

Chapter 1 - Overview Introduction



IntroductionVersion 12.0 of the Avaya Contact Recorder can be connected to WFO Enterprise Manager to provide audio and screen recording services for Quality Monitoring, Desktop Processing and Analytics, Speech and Scorecards. These are the latest evolution of products provided with the Workforce Optimization suite. Quality Monitoring is a web-based solution that enables supervisors to record and replay customer interactions as well as many other features which allow for the monitoring of agents more efficiently.Desktop Processing and Analytics captures employee desktop activity across systems, applications, and processes to enhance compliance with data privacy restrictions.Speech Analytics analyses recordings to reveal insights on reducing costs and improving processing and customer experience.

GoalsThe integration of Avaya Contact Recorder with WFO meets the following goals. The existing recorder configuration (including bulk recording targets), alarms and

auditing is retained within the existing Avaya Contact Recorder's administration web interface.

For the Avaya Contact Recorder to obtain necessary system topology, employee identifiers and business rules via Enterprise Manager to allow the WFO Applications to function e.g. Quality Monitoring.

Consolidates the details of recordings, sessions and contacts into the contact database via the Workforce Optimization database web services.

Interfaces to a Content Server installed on a separate server from the recorder via the Replay Server interface providing WFO applications access to recordings.

Chapter 1 - Overview Functional Diagram



Functional DiagramThe following functional diagram shows the interaction of the key components within the integration.

The Avaya Contact Recorder is responsible for the capture of Audio and Screen data for both Bulk and WFO applications, it also provides archival of recordings.Enterprise Manager is the web-based application that enables most of the configuration of the WFO suite. EMA is a component on the Avaya Contact Recorder responsible for communication between Enterprise Manager and the recorder.Content Server serves recorded segments to requesting client applications. It is also responsible for the manipulation of the requested segments into a suitable format for the client.MDL is a web service containing methods for the insertion of Contacts and Sessions into the WFO database.

Constraints The following constraints have been identified.

Chapter 1 - Overview Constraints



Functional OverlapThe integration implementation in the 12.0 release supports the following functionality. (Compliance) Search and ReplaySearch and Replay of bulk recordings (compliance) can be carried out via either the Avaya Contact Recorder or WFO, the preferred route is via the recorders strategic solution as further explained in the Avaya Contact Recorder Planning, Installation and Administration guide.

Disjoint OperationThe initial approach does not provide optimal integration of the following items:

Licensing

Note that the license mechanism of the Avaya Contact Recorder differs significantly from that of the WFO V12.0 license. In the 12.0 solution, an Avaya Contact Recorder license AND (if any WFO applications are to be installed) a WFO V12.0 license will be needed.

Alarming and Auditing

Avaya Contact Recorder alarms will continue to be presented at the Master (and Standby) administration web interface. WFO, QM and other alarms will be presented via the WFO Alarm Manager.This is in-line with the Avaya Contact Recorder 11.0 situation in which QM and recorder alarms are presented independently. Customers may prefer to integrate these via SNMP to a broader management view.

Configuration

Avaya bulk recording and integration to Avaya switches will continue to be done via the Avaya Contact Recorder master's administration web interface. WFO Applications e.g. QM and other configuration will be done via Enterprise Manager. This is in-line with the Avaya Contact Recorder 11.0 solution.A small amount of information regarding the recorder will need to be entered via Enterprise Manager - but this is comparable to that entered into Viewer 11.0.

Chapter 1 - Overview Constraints



Deferred FunctionalityThe following are deferred to one or more subsequent releases: Live monitor from the WFO portal

Live monitoring of both voice and screen content for bulk and quality recordings is only available using the Live Monitor feature on the Avaya Contact Recorder.

Telephone Replay from the WFO portalTelephone replay of bulk voice recordings or QM voice recordings made on a Communication Manager switch is only available using the Telephone Replay feature on the Avaya Contact Recorder.

Archive from WFO portalArchive of voice and screen recordings for either bulk recordings or quality recordings is only possible using the Archive feature on the Avaya Contact Recorder. Note that WFO can replay the Avaya Contact Recorder archived recordings.

Further details of the Avaya Contact Recorder features mentioned above can be found in the Planning, Implementation, and Administration guide and the Addendum documentation.

C h a p t e r 2

Planning and Pre-requisites

This chapter gives details of the prerequisites for an Avaya Contact Recording solution with WFO.This chapter includes the following topics: Server Types, page 11 Storage Implications, page 12

Chapter 2 - Planning and Pre-requisites Server Types



Server TypesAvaya Contact Recording systems consist of 4 types of server: A single Master server. There must be one of these; it's the primary server for CTI

integration and recording control, as well as being a recorder and having a replay interface.

Zero or more Standby servers. These are optional; if present, they act as secondary backup servers for CTI integration and record control. Again, they are also recorders and have a replay interface.

Zero or more Slave servers. These are used when necessary to increase the recording capacity of the system. This is just a dumb recorder.

Zero or more Central Replay Servers. This is an optional extra. This has a replay interface, but is not a recorder.

The following table shows the number of these recorder types that may be deployed and how these recorder types relate to the roles needed in the WFO application.

One feature of the recording system is that central replay servers provide access to recordings made by any recorder on the system, if configured. Archives created within the recording system are also encapsulated behind the replay interface. Refer to the Planning, Installation and Administration guide for details.From this, there are naturally 3 roles required to add the Avaya Contact Recording system to Enterprise Manager:

1 An ACR Integration role: this represents the CTI integration and recording control components, and exists on Master and Standby servers. This indicates a need to obtain the CTI and Recording configuration (data sources, recording rules, etc.) from Enterprise Manager.

2 An ACR Recorder role: this represents the existence of a serial number on the Avaya Contact Recording system. This allows it to be identified when a core Contacts DB record corresponds to a recording on the Avaya Contact Recording system. For reasons discussed below, there may be multiple instances of this role on one server node in Enterprise Manager.

3 An ACR Replay role: this represents the replay interface, which includes settings defining the HTTP and HTTPS port numbers.

WFO Roles Master Standby Slave Central Replay Server

Quantity 1 (required) Up to a few Up to many Up to a few

Recorder Yes Yes Yes No

CTI Integration Server

Yes - primary Yes - secondary No No

Central Replay Interface

Yes Yes No Yes

Chapter 2 - Planning and Pre-requisites Storage Implications



An Avaya Contact Recording system may naturally involve servers on multiple sites, and it is desirable to maintain this information when it is added to Enterprise Manager. Also, there may be multiple independent Avaya Contact Recording systems within an Enterprise. So it is natural to place an Avaya Contact Recording system under a single Site Group in Enterprise Manager.Further, there is no compelling reason to add Slave servers to Enterprise Manager as servers - there are no useful external interfaces and no configuration that they need from Enterprise Manager. Since they may be numerous, avoiding having to manually add all Slave servers is an advantage. Therefore, only Master, Standby, and Central Replay Servers will be added to Enterprise Manager as servers in their own right. Slaves exist only as instances of the ACR Recorder role on the corresponding Master server.

Storage ImplicationsWhen adding WFO into a solution it should be noted that additional recordings are made on the Avaya Contact Recorder, details of this are covered in Planning, Installation and Administration guide. It is mentioned here to draw attention to sizing implications.

C h a p t e r 3

Installation

This chapter gives the steps to install the Avaya Contact Recorder with WFO. Firstly, always refer to the Release Notes for the specific recorder patch you are due to install or upgrade. These may contain additional information that was not available at the time this manual was prepared, highlighting issues when upgrading from earlier releases and may require you to upgrade via an intermediate release. Always use the release note for the latest patch of that version.This chapter includes the following topics: First Install Recorder, page 14 Remote Slaves, page 14 KMS, page 15 MDL link, page 15 Firewall, page 15 Content Server, page 15

Chapter 3 - Installation First Install Recorder



First Install RecorderFirst install the Avaya Contact Recorders for your enterprise and ensure these are licensed, configured and operational, this ought to include a Master Recorder, any Standby Recorders, any Slave Recorders and any Central Replay Servers within your enterprise.

Remote SlavesBefore connecting the Enterprise Manager to your recorder if your system topology includes Remote Slave Recorders - i.e. those connecting only to a Remote Standby (and not to the Master), you must include a property setting for each of these Remote Slaves on the master recorder as follows:

remoteslave.1=XXXXXX

remoteslave.2=YYYYYY

where XXXXXX and YYYYYY etc. are the serial numbers assigned to the Remote Slaves.

EncryptionYou must deploy the unlimited strength encryption policy to the Avaya Contact Recorder before connecting Enterprise Manager to the recorder. Refer to the section "Installing Unlimited Strength Encryption" in the Avaya Contact Recorder Planning, Installation and Administration Guide for details.

Enable EMA on the Avaya Contact RecorderThe EMA component on the recorder is not deployed by default. Therefore to enable this component, the web archive (.war) files under ema\webapps need to be copied to tomcat7\webapps beneath the install path. This must only be done after this recorder and all others making up the overall topology are operational. Make sure the recorder service is stopped, copy the files, then start the service. Branding_avaya.war EMA.war EMAOnlineHelp_en.war StaticFiles_en.warEnsure the permissions are maintained by performing the copy as the witness user. These steps need to be repeated on the Master, all Standby Recorders and all Central Replay Servers.

Chapter 3 - Installation KMS



KMSIf the Avaya Contact Recorder is configured to use a Key Management Server (KMS), then the WFO product must also be configured to use the same KMS - and vice versa.

MDL linkIf the WFO system is configured for secure communications, make the same configuration on the recorder.

FirewallEnsure the network and necessary ports in the firewall are open allowing connection between the systems.

Content ServerEnsure the SessionTagsMetadataTransform.xslt file on the ContentServer has been updated with the version on the Avaya Contact Recorder install DVD. The file can be located in the wfo directory on the DVD and needs to be copied over the existing file on the server running the ContentServer, typically %IMPACT360SOFTWAREDIR%ContactStore. The Content Server does not need to be restarted for the change to take effect.

C h a p t e r 4

Configuration

This chapter covers the configuration needed to integrate the Avaya Contact Recorder with WFO and should be read in conjunction with any WFO documentation.This chapter includes the following topics: Server Creation, page 17 Organization Creation, page 17 Data Source Creation, page 17 Recording Rules, page 19 Content Server Role Association, page 19 Desktop Processing and Analytics, page 20 WFO Security, page 21 Topology Changes, page 22 Operation, page 24

Chapter 4 - Configuration Server Creation



Server CreationOn the System Management page within Enterprise Manager create a Site Group within the Enterprise, a Site and within the Site Group, and then a Server Installation. Create a Server Installation for the Master recorder, each Standby recorder and any Central Replay Servers. Server connection details should be set to the hostname of the server with 8080 as the default port and 8443 as the https port. Once Enterprise Manager has connected to the server the roles on the recorder are retrieved.

Organization CreationCreate the necessary employees for your Organization and then create the Employees under the Employees Settings page. The next step is to create the necessary data sources. Once these are available you should assign the Employee to the appropriate mapping of each data source.

Data Source CreationUsing the System Management page navigate to the Data Source tab. From here phone data sources need to be created to enable WFO to record stations. If, in addition to voice recordings, screen recordings are also required then a separate LAN data source should also be created. Refer to the Phone Data Source and LAN(Screen) Data Source sections below for further details.

Phone Data SourceCreate a new Data Source of type Phone and Switch Type that is appropriate for your configuration. See the table below for the Data Source Switch Type appropriate for your underlying switch. Note that if your system is a hybrid solution involving AACC then you ought to create two Phone Data Sources, one for the underlying switch and an additional one for AACC. Configure the necessary AACC Agents on the Data Source created for the AACC. Only configure the stations and employees you wish to record for WFO.

Switch Data Source Switch Type

CM Avaya Communication Manager / Definity

AACC Avaya Communication Manager / Definity

CS1000 Nortel CS1000 / Meridian1 / Succession

Chapter 4 - Configuration Data Source Creation



The phone data source must be created with a name that matches the name given to the Contact Centre Interface Switch Name configured on the recorder. On the phone data source select the appropriate seating arrangement; Fixed, Free or Hybrid. Free seating, the default, indicates that employees created in WFO have a permanently assigned agent id allocated on the phone switch and can log into any station on the switch; fixed seating indicates that the employees have a permanently assigned station number and always use the same phone, while a hybrid seating arrangement implies that the employee population is a mix of both free and fixed seated employees. Note that none of the other recorder settings available on the phone data source are acted on by the recorder.Scroll down to the Associated Integration Service Installations section of the phone data source and select the appropriate ACR Integration roles, on the servers in the tree, to which this data source is to apply to.Now configure the stations on the Phones tab, chose the appropriate Recording Mode, select Start on Trigger to indicate that calls to these stations should be recorded when a business rule fires. On the Agent tab configure the employees under the phone data source by creating the mapping between the employee and either the switch agent id (free seating) or station (fixed seating).

LAN (Screen) Data SourceIf requiring screen recording for WFO or DPA configuration, create the LAN (Screen) Data source type, give it any name. Select the appropriate seating arrangement for the LAN data source, Fixed, Free or Hybrid. Free seating, which is the default, indicates that employees created in WFO have a permanently assigned window's user name allocated on the network and can log into any desktop. Fixed seating indicates the employees have a permanently assigned desktop and always use the same desktop, while a hybrid seating arrangement implies that the employee population is a mix of both free and fixed seated employees. Before you can record screen or use DPA it is necessary to create a mapping between specific desktops and stations. This needs to be done via the workstation tab by selecting the phone data source (created earlier) and the station that is physically located next to the desktop in question. On the Agent tab configure the employees under the LAN data source by creating a mapping between the employee and the either the windows username for this agent (free seating) i.e. bigcompanyt\joesoap or desktop hostname (fixed seating).

Chapter 4 - Configuration Recording Rules



Recording RulesNow navigate to the Recording Rules page under System Management and create the appropriate rules for your environment. Under the Installations area on the Rule Settings page make sure to associate the rule with the ACR Integration role on the recorder servers.Note that screen recording is optional and you can reduce the percentage of screen recordings under the rule settings. Please note that the system cannot record screen on its own. The system must always record audio for it to record the screen content.Also note there are limitations in the implementation of the rules on the recorder, any of the duration based conditions are not supported in the Avaya Contact Recorder at this time, however After Call Work is supported.

Content Server Role AssociationThe following role associations are required for retrieval to work: From ACR Replay to ACR Recorder. 1:All, scope SiteGroup, one-way, required. This

allows retrieval components to identify which replay interfaces provide access to the recordings of a given recorder.

From Content Server to ACR Recorder. 1:N, scope Enterprise, one-way, ifExists. This allows the nomination of 'proxy' Content Servers to which requests for recordings on particular recorders will be sent.

From Content Server to ACR Replay. 1:All, scope Enterprise, one-way, ifExists. The HTTP and HTTPS ports are pulled across from the ACR Servers settings through to this. This allows Content Server to construct URLs to retrieve files from the given replay interface.

Only the second of these, from Content Server to ACR Recorder, will need manual intervention in Enterprise Manager to configure, the others are created automatically when the rules are provided by the recorder. The Content Server to ACR Recorder role association is achieved by navigating under Enterprise Manager to the Content Server node, selecting the Associations tab and checking the relevant ACR Recorder role and saving the changes. Make sure these associations are in place as failure to do so will stop all replay features in the WFO applications.If you have multiple independent recorders then associate the ACR Replay role with the relevant ACR Recorder roles, note the ACR Replay role on an independent recorder will not be able to serve the recordings for other ACR Recorder roles.

Chapter 4 - Configuration Desktop Processing and Analytics



Desktop Processing and AnalyticsFollow the configuration process documented in the WFO manuals. ACR supports the version 11 Recorder message set, with the exception of the method MonitorContact. The recorder listens on the recorder ipaddress optionally configurable with property setting eqc.ip, the port number can be specified with eqc.port, default being 3020 and the url /servlet/eQC6. Additional tracing can be enabled using eqc.tracing=true.

WFO Employee ConfigurationEnsure the employee in Enterprise Manager is mapped to Employee IDs against the Phone, LAN (Screen data source if doing screen recording) and DPA data sources.

Tagging

Desktop Processing can be configured to send the tagging information across to the recorder when certain criteria are met on the agents desktop. As an example you could configure the system to send fixed information to the recorder whenever a button is pressed on an application running on the desktop.To achieve this configure a trigger against the button of interest on the captured screen. Set the Command To Execute to Recording - Version 11 - Data Event, and the additional parameters to %FORMAT[CON_reason]mybutton on Selected Criteria pick the button control of interest and set the Event to Equal To and Value of Selected.Once the triggers are committed when the selected button control is selected DPA will send a tag message to the recorder which will result in the udf called reason with a value of mybutton to be tagged to the current call in progress.More complex examples can be created having DPA send contents of a text box on the screen when a button is pressed. To achieve this configure a trigger against the screen of interest and assign Command To Execute to Recording - Version 11 - Data Event, and the additional parameters to %FORMAT on Selected Criteria pick the text control and set the display name to accountvalue and Event to Passback Value Only. Add a second control for the button that triggers the sending of the value in the text control, set the Event to Equal to with a value of Selected. This will result in a tag message sent to the recorder with a udf name accountvalue with the contents of the text control whenever the button is pressed.Note the recorder will create the udf names and store the values without needing any configuration on the recorder, however DPA requires attributes in WFO configured with an attribute called accountvalue.

Chapter 4 - Configuration WFO Security



Pause / Resume

Masking the audio and screen contents through the use of triggers is also possible. First make sure the recorder has been configured to allow masking, check the recorder documentation for details. Create a trigger with command to execute set to Recording - Version 11 - Pause Recording (or Recording - Version 11 - Resume Recording). For the criteria pick the control of interest to send either the pause or resume message.

WFO SecurityThe Avaya Security Configuration Guide provides configuration details needed to optionally secure the WFO enterprise. It highlights and describes the various steps needed to configure Secure Socket Layer (SSL) between WFO servers, as well as configuring media encryption for the enterprise. It also covers certificate management, securing screen recordings, pausing and resuming recording, and configuring eWare components. However, various aspects of the guide need to be handled differently in an Avaya Contact Recording environment, this chapter highlights any differences.

SSL Configuration Follow the instructions in the guide to enable SSL on the WFO servers, while referring to the Planning, Installation and Administration Guide to enable SSL on the recorder.To start the process first install the certificates on Enterprise Manager by following the steps in the Security manual, which involves running various batch files to generate the signed certificate and private key for the Enterprise Manager server.Once created, install a signed SSL certificate on the recorder that has been signed by the same certificate authority used on the Enterprise Manager server. The signed certificate is kept in the java keystore located on the recorder in /keystore/keystore.jks. Instructions for updating this can found in the Avaya Contact Recorder Planning Installation and Administration Guide in the section called Installing a Signed SSL Certificate.Once the recorders SSL certificate has been updated you also need to import the certificate authorities root certificate used to sign the Enterprise Manager certificate into the Java Runtime Environment cacerts keystore on the recorder. As the root user or administrator run the following command on the recorder, where cacert.pem is the certificate authorities root certificate. This will import the root authority into the cacert keystore with the alias impact360.

(Linux)

/usr/java/latest/bin/keytool -import -noprompt -file cacert.pem -alias impact360 -keystore /usr/java/latest/lib/security/cacerts -storepass changeit

Chapter 4 - Configuration Topology Changes



(Windows)

Avaya\ContactRecorder\jre\bin\keytool -import -noprompt -file cacert.pem -alias impact360 -keystore \Avaya\ContactRecorder\jre\lib\security\cacerts -storepass changeit

KMS Encryption ConfigurationFollow the instructions in the security guide to enable KMS on the WFO servers, while referring to the Planning, Installation and Administration Guide to enable KMS on the recorder.

Securing Screen RecordingsEncryption of in-transit screen data from the agent desktop to the recorder is not supported.

Pause and ResumeThe Pause and Resume functionality is handled differently to that described in the security guide. The recorder provides an external control Interface which provides this feature. The recorder supports Desktop Processing and Analytics natively, but it does not provide support for AIM. If an external application integrates to the Pause and Resume features both audio and screen are paused and resumed at the same time, there is no concept of controlling audio and screen independently.The Record on Demand application mentioned in this chapter is not supported by the recorder.

WFO ArchiveLocal archive as documented in the security guide is not supported. Use the preferred Strategic Archive solution as documented in the PIA.

Fingerprint Validator Not tested with ACR might work if KMS is enabled.

Topology ChangesMaking topology changes to the system after it has been installed and configured requires manual changes on all recorders and the enterprise manager.

Chapter 4 - Configuration Topology Changes



Adding Recorder ServersIf you wish to add additional recorders to the solution you must first delete the servers previously created in Enterprise Manager for the recorders. Once deleted, perform these changes on the Master recorder, and any Standby and Central Replay Servers in the topology. Now stop the recorder service on the recorder. Once stopped, delete the files and directories present under the Roles directory on the recorder. This is located here /ema/Conf/Roles. Then delete the .xml and .bak files under the directory /ema/Conf/Cache keeping the .xsd files. Now start the recorder service on the recorder.Install the new recorder server and add it to the recording topology following the instructions in the recorder Planning, Installation and Administration Guide. Once installed, configure and license the recorder as appropriate for your new topology. Now check the new recording topology is operational. Once you are satisfied the recording topology is operational, follow the configuration steps documented in the Configuration chapter above to add the updated recording solution to WFO.

Changing the WFO ServerIf you have connected your Enterprise Manager to the recording system and now wish to replace the WFO server that the Enterprise Manager is running on. First delete the recorder servers previously created in Enterprise Manager. Once deleted follow the steps for Adding Recorder Servers above, in addition edit the file located here / ema/Conf/Applications/AuthConfig.xml and remove the reference to the primary and secondary in the file.For example if the recorder was previously connected to the WFO server called mywfoservername then the file would contain two entries as follows.

mywfoservername

mywfoservername

Remove the reference to the old server name so that these lines become

Now start the recorder service on the recorder and check the recording topology is operational. Once you are satisfied the recording topology is operational, follow the configuration steps documented in the Configuration chapter above to add the recording solution to the new WFO server.

Chapter 4 - Configuration Operation



OperationThe WFO system is designed to assess quality of employees so it is important that each employee's view of a call is shown. However, the compliance recording component (Avaya Contact Recorder) does not require more than one copy of each recording. By default, all sessions involving an internal party are passed to WFO but this can be overridden by setting the property value

core.consolidateall=false

Once this has been set, a session will only be sent to WFO if the logical device (station or DN) associated with the session is appropriately configured in WFO. Refer to the recorder Planning, Installation and Administration Guide for further details on whether or not a session will be sent to WFO.If screen recording is enabled for WFO, then Avaya Contact Recorder must record an additional copy of the screen data, running for the entire duration of the session, including periods when voice recording has stopped - such as when the internal party has the call on hold.Where the details of recordings are to be consolidated into a WFO system, a number of attributes are automatically provided, with fixed definitions, while other, user configurable fields can be added as required. See the recorder Planning, Installation and Administration Guide for details how the Avaya Contact Recorder supports the standard attributes defined in WFO.

C h a p t e r 5

Limitations

The following limitations are identified with this release.This chapter includes the following topics: "Required" Interface Options only, page 26 Core Upgrade, page 26 Pause Duration, page 26 Agent Duration, page 26 Separate Control of Screen Recordings, page 26 Attributes, page 27 Business Rules, page 27 Conditional Custom Data, page 27 Replay Delay under Failover Conditions, page 27 Live Monitor, page 28 Telephone Replay, page 28 AIM, page 28

Chapter 5 - Limitations "Required" Interface Options only



"Required" Interface Options onlyThe interfaces provided by the recorder will only support a sufficient subset of options to allow QM to operate. For example, recordings may be retrieved in "as recorded" format (which will be G.729A mono or stereo for all new recordings - whether initially received in G.711 or G.729).There will be no access from QM to recordings made prior to the upgrade to Avaya Contact Recorder 12.0

Core UpgradeThere is no migration of recordings from existing core systems that include any of the following branded products; Viewer, Archive, TDM, QM to the WFO v12.0 solution. The proposal is that these systems are mothballed for the purpose of replaying the old recordings present on these systems. Please refer to the Avaya Aura Workforce Optimization, Version 12.0, product documentation for details on how to migrate users and other data from QM to WFO 12.0.

Pause DurationThe duration for which a recording was paused (PauseDuration) is not tracked by Avaya Contact Recorder.

Agent DurationAgent Logged on duration is not supported.

Separate Control of Screen RecordingsSeparate control of voice and screen recording is limited. Whilst it is possible to configure a business rule to record Voice only or Voice and Screen, the Screen only option is not currently supported.Desktop Processing and Analytic control of screen only recordings is possible. This requires DPA configured with the appropriate triggers sending Recorder V11 events to begin the contact and end the contact associated with the screen only recording. The recorder must be enabled to support screen only recording with the

Chapter 5 - Limitations Attributes



eqc.1.screenonly=true property setting. It is not currently possible to control both voice recordings and screen only recordings, the recorder can only operate in one mode. Refer to the Avaya Contact Recorder Addendum documentation for further details.

AttributesFor a full set of supported attributes that can be applied as either custom data fields or business rules refer to the ACR Planning, Installation and Administration Guide.

Business RulesBusiness Rules are only evaluated at the start of each call segment so a rule using attributes that change during the call (e.g. duration, hold count, conference count etc.) will not result in recordings that include the segment during which the attribute crossed the threshold. Business Rules configured against the Channel Number attribute are not supported by the Avaya Contact Recorder. In an ACR integration with WFO the Channel Number is used to store part of the INUM used to record the call, so there is no value in creating a recording rule against the channel number. In a TDM recording solution configure the rule against the device that is connected to the channel rather than trying to guess the channel mapping used by the recorder i.e. set a rule on trunk group for trunk taps or on the extension if using station side taps.

Conditional Custom DataConditional Custom Data fields are not supported. Use Private Data fields instead.

Replay Delay under Failover ConditionsWhen using a Master and Standby Avaya Contact Recorders, if the Master is unavailable, each replay request from WFO will be delayed by the time it takes the Content Server to timeout the request and subsequently send the request to the next server with the ACR Replay role. This delay will be present for each replay request until the Master is restored.

Chapter 5 - Limitations Live Monitor



Live MonitorThis release does not provide support for WFO live monitoring of agents. The Avaya Contact Recorder does provide the ability to live monitor both the screen and voice content of either bulk or quality recorded stations. Refer to the Avaya Contact Recorder documentation for further details.

Telephone ReplayAt this stage WFO telephone replay is not supported. Telephone replay on the Avaya Communication Manager switch is possible using the Avaya Contact Recorder.

AIMAgent initiated Monitoring is not supported in this release. Instead use one of the other mechanisms to achieve tagging and pause resume functionality as documented in the Planning, Installation and Configuration guide.

Avaya Contact Recorder Integration to Workforce Optimization GuideContentsOverviewIntroductionGoalsFunctional DiagramConstraintsFunctional OverlapDisjoint OperationDeferred Functionality

Planning and Pre-requisitesServer TypesStorage Implications

InstallationFirst Install RecorderRemote SlavesEncryptionEnable EMA on the Avaya Contact Recorder

KMSMDL linkFirewallContent Server

ConfigurationServer CreationOrganization CreationData Source CreationPhone Data SourceLAN (Screen) Data Source

Recording RulesContent Server Role AssociationDesktop Processing and AnalyticsWFO Employee Configuration

WFO SecuritySSL ConfigurationKMS Encryption ConfigurationSecuring Screen RecordingsPause and ResumeWFO ArchiveFingerprint Validator

Topology ChangesAdding Recorder ServersChanging the WFO Server

Operation

Limitations"Required" Interface Options onlyCore UpgradePause DurationAgent DurationSeparate Control of Screen RecordingsAttributesBusiness RulesConditional Custom DataReplay Delay under Failover ConditionsLive MonitorTelephone ReplayAIM

acrwfoguide_en integration guide

Documents

avaya website

avaya andor avaya eula

avaya grants end user

software licensed

avaya product product

license types

physical end user location

end users acceptance