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Support and Configuration of Avaya QM 11.0

Support and Configuration of Avaya QM 11.0. Document Version #1.0 Author: Verint OEM Technical Enablement TEAM Release Date: January 2012. Quality Monitoring Configuration with Avaya Contact Recorder. Agenda System Requirements Avaya QM11.0 Configuration with ACR11

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Support and Configuration of Avaya QM 11.0

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  1. Support and Configuration of Avaya QM 11.0 Document Version #1.0 Author: Verint OEM Technical Enablement TEAM Release Date: January 2012

  2. Quality Monitoring Configuration with Avaya Contact Recorder • Agenda • System Requirements • Avaya QM11.0 Configuration with ACR11 • Cognos and Enterprise Configuration • Client Screen Capture install • Supervisor Package Installation • Upgrading from Verint Branded QM781 to Avaya QM11.0 • Upgrading Cognos and Enterprise Reporting from Verint Branded 781 to Avaya Branded Version 11

  3. Quality Monitoring Configuration with Avaya Contact Recorder In order to verify the QM installation ensure the following tasks have been completed: Ensure that the Windows Server 2008 R2 or Windows Server 2003 R2 Service Pack 2 operating system is installed on the C:\ drive of all servers that are part of the Quality Monitoring installation. Ensure that SQL2005 SP3 is installed in mixed mode for 2003 servers. Ensure that SQL2008 is installed in mixed mode for 2008 servers. Ensure that all agent and supervisor workstations have Windows 7, Windows Vista Enterprise, Windows XP, Windows 2000 or Windows 2003 installed. Ensure that the correct host names have been set on all the servers in your solution prior to beginning your install. Determine the domain to which the your servers will belong. Refer to Support for Fully Qualified Domain Names on page 191 of the QM installation Manual shipped with DVD for further details. You can access the Quality Monitoring system in the following ways: IP address, for example, http://123.45.67.890:8285/qm, Fully qualified domain name, for example, http://www.servername.com:8285/qm or http://servername.xyz.com:8285/qm Default server name usage, for example, http://servername:8285/qm For Windows 2003 and 2008 servers, you need to add the URL to your Trusted Sites (Internet Explorer > Tools > Internet Options> Security > Trusted Sites). System Requirements

  4. Server Security Prerequisites You must have full administrative rights to complete all of the installation tasks successfully. You must have read/write permissions to the folders on which you intend to install Quality Monitoring and Tomcat. Appropriate administrative rights are also required to write several keys into the HKLM hive in the registry. Ensure that the local admin account with which you are performing the install has been granted rights to logon as a service, this can be set in Start>programs>Administrative tools>expand security options and ensure the admin account you are using has been granted the rights to “Logon as a service”. When using split server environments its important to remember that you can not use the local system account to run your services and that you will have to use either a local windows service account with local administration rights on all the servers or similarly a domain service account with local admin rights to all the servers in the solution. You should set the password for this account to never expire. Quality Monitoring Configuration with Avaya Contact Recorder

  5. Quality Monitoring Configuration with Avaya Contact Recorder Creating the QM Database - Before installing the QM Application we need to create the QM database as per following steps: • First you will need to create the QM “witness” Database. Drill down to Quality Monitoring\database\MS SQL Server\Database from your QM 10.1.2 DVD Media and copy the contents within the database folder somewhere onto your server (tmp folder for example as shown below. You can delete this folder when done: • Open and edit the Install DB CMD file in Notepad as shown below then Save, Ensure the SQL Server Agent is running before you run to ensure DB maintenance tasks are created.

  6. Quality Monitoring Configuration with Avaya Contact Recorder Update parameters highlighted in red as per the usage instructions displayed within this file.

  7. Quality Monitoring Configuration with Avaya Contact Recorder Login to SQL server management studio with your SA account and verify you can see both Witness DB and its tables created together with the following maintenance tasks: Note you will only see SQL server agent Jobs if you login to SQL management Studio using either SA account or by using windows Authentication. You should also try logging in to SQL Server Management Studio with (username=eqadmin, pwd=passion) using SQL authentication to be sure that the eqadmin account has been created successfully. Finally if you have run into any problems up to this point, you should retrace your steps and check the Install_DB.txt log file which gets created in the same directory from where you ran your batch file.

  8. Quality Monitoring Configuration with Avaya Contact Recorder Make sure the QM Link shows on the desktop Essential for split server solutions: Use a local or domain service account with local admin rights on all the servers to run your services Change services below to manual start up Startup order for manual services should always be recorder services first then BDR Service: 1.Quality Monitoring eRecorder service 2.Quality Monitoring eRecorder Audio service 3.Quality Monitoring eRecorder Video service 4.Quality monitoring BDR Service Quality Monitoring BDR service Startup type should be changed to Manual Quality Monitoring eRecorder service Startup type should be changed to Manual Quality Monitoring eRecording audio service Startup type should be changed to Manual Quality Monitoring eRecorder Video service Startup type should be changed to Manual 20

  9. Quality Monitoring Configuration with Avaya Contact Recorder Login to QM by either clicking on shortcut on desktop or by launching from browser:http://hostname:8285/qm Note: depending on your Browser settings, you might be prompted to add QM URL to trusted sites, please proceed to do so unchecking “Require server verification (https:) if not used. Also make sure popup blocker is switched off if the login page below does not show up Login:eadmin First Password:password Note you will be prompted to change the password for the default administrator account eadmin.. 21 21 22 21 23

  10. Quality Monitoring Configuration with Avaya Contact Recorder First thing you need to do is go to System administration>root setting and increase the maximum number of concurrent sessions from default value 1 to something like 10 or 15, Please do this to avoid exceeding the maximum number of concurrent logins, if you forget and need to clear sessions you will have to do it at database level. Notice reporting Icon is still greyed out, this is because we have not installed or configured the reporting components (Cognos-ER) yet 26 24 Launch SQL Studio, login using either SA account or Username:eqadmin Password:passion Select witness database 27 25

  11. Quality Monitoring Configuration with Avaya Contact Recorder Run following script: Delete from user_session This will clear the sessions and should enable you to login, at this stage please remember to increase the number of concurrent login sessions under system administration>root settings. 28 You have completed your QM install, you will still need to install and configure reporting, but for the moment lets concentrate on getting QM configured to work with the ACR recorder.

  12. Quality Monitoring Configuration with Avaya Contact Recorder - Configuration Requirements for QM to work with ACR Recorder - Configuration Order • You must configure the components in the order shown in this illustration. Each level of • components is dependent upon the level of components that precedes it. For example, • creating data connections and configuring switches and telephones are dependent • upon the site being defined. • The component dependencies are hierarchical not linear. Each component in a certain • level is independent of any other component in the same level. Each level, however, is • dependent upon the level that precedes it. • Just as you define components based on their dependencies, you need to take the • hierarchy into account when you delete components. In general, the rules are that you • cannot delete: • A site that has Servers, Switches, Workspaces, Data Connections, ACD • Adapters or Email Notifiers assigned to it • A Switch that has any of its extensions assigned to a telephone or a • switch assigned to an IFConnector CTI Adapter or a VR1000 Voice card. • A Server that has a VR1000 Voice Card or LAN Data Adapter assigned to • it • An Extension assigned to a Telephone • - A Telephone assigned to a Workspace • - A Workstation assigned to a Workspace

  13. Quality Monitoring Configuration with Avaya Contact Recorder Step (1) Specify a site name for your QM Step (2)&(3) create a data connection, select whether using free seating or not?...link the data connection to the site you created in step1, note: login ID’s tab is used for AIM and Terminal server/Citrix environments, we will look at this in more detail under terminal server/Citrix environments lesson.

  14. Quality Monitoring Configuration with Avaya Contact Recorder Configuring Switch Under properties, specify site, set Service Observe By setting to extension and leave the service observe string setting blank, set Free seating to Yes, leave all other settings as default. Under create, select Avaya Definity G3/S8300/S8700 Please specify any lead hunt group numbers or skill groups under Agent Groups Specify agent logon ID’s note you can add those by selecting multiples if the login ID’s are in a range

  15. Quality Monitoring Configuration with Avaya Contact Recorder Configure the extensions which you wish to record, note these can be added in multiples if they are in a range

  16. Quality Monitoring Configuration with Avaya Contact Recorder Creating Telephones Please configure the extensions which you wish to record, note these can be added in multiples if they are in a range You can ignore secondary extensions. Not applicable to Avaya with CM.

  17. Quality Monitoring Configuration with Avaya Contact Recorder Creating Workstations Under OS platform: select windows desktop unless using terminal server/Citrix environment. Give your workstation a name and supply host name, note you have to ensure QM can detect clients by hostname. Ensure DNS is working. You also have the ability to add hostnames by range if they follow a sequential naming convention using prefix or suffix

  18. Quality Monitoring Configuration with Avaya Contact Recorder Creating Workspaces Work space is where the extensions we wish to record the audio from are mapped to the desktops from which we want to capture and record video. Extension-workstation’s that you map together will display under the third column “workspaces”

  19. Quality Monitoring Configuration with Avaya Contact Recorder Configure Servers Give your server a name that reflects its role, for example if this is going to be a QM BDR server ONLY, then give it a name like QM-BDR, give any QM servers performing the role of eRecorder ONLY OR Enterprise Reporting names like QM-eRecorder or QM-Reporting server..Note any additional QM servers (eRecorder or Enterprise reporting server) will have to be defined separately under servers. Make sure server hostname is defined under Host Name setting In our case we have everything on the one server so we will configure the server role accordingly

  20. Quality Monitoring Configuration with Avaya Contact Recorder Configure Servers Roles Scenario 1 If your QM server is an all in one (QM web,BDR, eRecorder), then you will need to the following options options BDR, search, web, eRecorder server, command server. If you are also installing Reporting on this server then the reporting options will also have to be selected, but do not select these at this stage until you’ve completed the configuration requirements within reporting. Scenario 2 If you have the eRecorder component on a separate server, then you need to configure an additional server under servers and select only the eRecorder role. Leave as default Leave as default Leave as default Leave as default Leave as default Leave as default Some settings are auto populated, leave default values unless otherwise instructed.

  21. Quality Monitoring Configuration with Avaya Contact Recorder Configure Voice card Under voice cards > create> then select VR1000 Configure as following: Description: Give your voice card a description…example ACR Server: Specify host name of server where QM eRecorder component is installed. Channels-playback: configure this setting to match what you have licensed on the ACR for replay ports. Note replay through speakers will not utilise what you configure here. Channel-Record: configure the number of channels here to match the number of quality ports your ACR license allows. TCP Port Default 1415 recommended Usage: Select Record at Business Rule trigger

  22. Quality Monitoring Configuration with Avaya Contact Recorder Configure LAN Adapter Click Create and Give your LAN data adapter a name. Specify the local QM eRecorder server where it will reside. Configure usage as per following, remember to tie every session type to the data connection you specified in an earlier step, for ease make sure you create the following session names: Session Board Usage max connections Audio playback through PC Audio playback ? Video Playback Video playback ? Video Record Record by Rule trigger ? Maximum connections is defined as the maximum number of sessions handled for the area. you want to set the video Record session to equal the maximum number of concurrent ports configured for QM in the ACR license.

  23. Name: A unique name that identifies the CTI Adapter. Pick a meaningful name. Switch: Avaya generally the default unless you’ve changed it Server: this is the hostname of the QM server where QM BDR is installed of which the IF connecter adapter is a component of and would have been installed as part of the QM install you performed. Site: use the site you specified in one of the earlier steps. Port:3080 is the default port we have to configure here in QM in order for ACR to send CTI events to QM from ACR recorder. Hostname: this is the hostname of the ACR (master) DataSourceName: Create a name for your datasource, this needs to match what was used during install of QM application. The default setting normally used is QM. Logonlogoffdatasource: set to QM or the setting used during QM install- normally set to QM Login Application Name: Defaults to the name of the CTI Adapter. Change the default name of the application Trace- Yes Debug-Yes It can be helpful to turn up the logging of the IFConnector, though this level of logging must NOT be left set on production systems. It will cause performance issues on busy systems. To increase the logging level, use the following registry key: HKEY_LOCAL_MACHINE > SOFTWARE > Witness> Tracing > IFConnectorAdapter > TraceLevel = 12 (dec) Quality Monitoring Configuration with Avaya Contact Recorder Configure CTI Adapter Under CTI Adapters select Create>then from list of Adapters, select IF Connector Adapter Note: Set the value of Logonlogoffdatasource to match the value of the DataSourceName parameter value configured during installation.

  24. Quality Monitoring Configuration with Avaya Contact Recorder Configure CTI Adapter Properties Under IF connector Adapter properties Make sure you configure the following Custom properties. Note this is a requirement for QM version 10 to work with ACR10, be aware that these are case sensitive!. Custom Property Name Custom Property Value VDN Contact.VDN VDNNAME Contact.VDNNAME DNISNAME Contact.DNISNAME SkillsetText Contact.SkillsetText SkillsetID Contact.SkillsetID ActivityCode Contact.Activitycode CounterPartyName Contact.CounterPartyName

  25. Quality Monitoring Configuration with Avaya Contact Recorder Configure Custom Attributes under Additional In addition to the custom attributes that come pre-defined as part of the QM install: [ContactStore] [ContentType] [Error] [Requestor] [WorkForceOptimization] You will need to define the following manually: 1.[CounterPartyName] 2.[DNISNAME] 3.[SkillsetID] 4.[SkillsetText] 5.[VDN] 6.[VDNNAME] 7.[ActivityCode] For each one of the 6 attributes you defined set the parameters as follows: Parameter Setting System Name : Set as desired Visible: Set to Yes (checked) Business Rule editable: Set to yes checked ToolTip Set to the field name. Display Name Set to the field name Renderer Set to String Note: ANI and DNIS are already built into the Custom Properties at the CTI Adapter example

  26. Quality Monitoring Configuration with Avaya Contact Recorder Login to Avaya contact Recorder Login to ACR Master using http://hostname:8080 Username:admin Password:avaya1 Or what ever your password might be

  27. Quality Monitoring Configuration with Avaya Contact Recorder Login to Avaya contact Recorder >Operations>Quality Monitoring Go to Operations>Quality Monitoring

  28. Quality Monitoring Configuration with Avaya Contact Recorder From ACR>operations>Quality Monitoring configure the following: 3) QMhostname:1415 4)Username and password for ecorder01 share on QM 2) G729A (8kbps) default, can be changed if need be but QM will need to be restarted for QM to pick the change 5)The password for share

  29. Quality Monitoring Configuration with Avaya Contact Recorder From ACR>operations>Quality Monitoring configure the following 6)We no longer configure QM recording ports here. 7) Go to General setup >communication manager interface and add the soft phone range of IP phone ports that will cover QM recording needs

  30. Quality Monitoring Configuration with Avaya Contact Recorder Completing and verifying your configuration • Final Check List: • you’ve ensured that you have configured and installed your ACR recorder and are able to record calls independently of QM. • 2. The link to QM is showing as up in the ACR status page, unlike the screen shot below, if link is down, check you can ping between the two servers, perhaps amend the host file on both QM and ACR to let each other know about one another just in case problem is related to DNS.. Ensure the QM port status page does not show faulty QM ports or anything like that. as long as you don’t have any alarms or alerts on the ACR recorder, you should be ready to record in QM. • On the QM side, ensure you have configured at least one test agent, ensure you have assigned them a login ID to the phone under • QM>search and replay> admin>system device • Ensure that the phone they using has been configured under both QM>system administration>Switch>extensions and telephones. If • you wish to see the agent in the active agent display and also wish to record their video, you should also ensure that you have configured work space and tied up the phone extension to the workstation. • Finally QM recording is selective and based on Rule triggers, please ensure you have created a rule to make the recording, on a test • system, you can create an event based rule that records a 100% of the calls based on a connect event coming through to QM via the IF connect adapter.

  31. Quality Monitoring Configuration with Avaya Contact Recorder Status pages and things to look out for You have configured your QM to work with your ACR recorder. Make a test call and make sure you can see a contact that can be replayed under QM>search and replay>contacts

  32. Installing Screen Video Capture on client machines Installing the Agent Screen Capture Note: these installation steps apply whether installing the Agent screen capture client on either Windows desktop client or a terminal server/Citrix server, the one difference will be highlighted as we go along. You will need to install it on every windows desktop you wish to capture video from in normal window environments. You will have to install it once on each of you Terminal Server/Citrix Servers if you have more than 1. In Window Environments, you can utilise the msi installer to roll the software out to multiple clients, this is normally the customers responsibility, in most cases they will have their own tools for packaging and rolling out. 1 2

  33. Installing Screen Video Capture on client machines You can leave these settings as default 3 Note you will only see (screen4) If you installing the agent screen capture on the Citrix/Terminal server, the installer is intuitive enough to know its being installed on a Citrix Server and you will therefore be prompted to specify the hostname of your BDR server, Port 3022 is the default, If you have multiple Terminal servers, connecting to the same QM, remember to increment this port number TS1:3022 when you install on first Citrix Server TS:3023 when you install on the second Citrix server Etc… Make sure you select Anonymous Terminal Services.. Easier and more reliable. 4

  34. Installing Screen Video Capture on client machines Leave unchecked unless implemented Leave unchecked unless you intend on using AIM 5 7 Leave unchecked relates to AIM 6 8

  35. Installing Screen Video Capture on client machines Note: once you’ve completed your installation you can add the following key to capture video from Dual screens, go to:[HKLM\SOFTWARE\Witness Systems\eQuality Agent\Capture\CurrentVersion]And add the following DWORD value:DualMonitorThen set it's value data to: 1. 9 Click Finish when completed 10

  36. Installing Screen Video Capture on client machines • You can identify if the screen capture software is installed on a client or Terminal/Citrix server machine by doing the following: • Connect to the machine directly and ensure you can see Capture service. Verify that you can see WcapW32.exe and CaptureService.exe running under windows task manager>Processes • from the QM server you should be able to telnet to a client machine via port 4001…. From the CMD prompt type: telnet ClientHostName 4001 as demonstrated in the following screen shot For trouble shooting single or multiple Screen capture installations and functionality you can utilise “agent test” and “captest”, these tools can be found on your QM DVD under QM tools

  37. Installing Screen Video Capture on client machines • Another Quick test (only one machine at a time): • Open the command prompt and try to telnet to your client: • Syntax • telnet ClientHostName 4001 for normal window clients • Telnet ClientHostName 4002 for Citrix/Terminal servers Blank page means you were able to connect to the Client Screen capture successfully • Typical error you would get if: • The screen capture was not installed on the client • DNS problems preventing resolution of hostname, note you have to use hostname not IP address for Video capture • You mistyped the Video client Hostname • Firewall or Ports blocked • The client machine you are trying to connect to is switched off

  38. Supervisor Package Installing Supervisor Package Supervisor Package, only applicable to customer environments where security restrictions are in place that prevent downloading Java applets from the server to the supervisor machines. (If you are a supervisor that needs to login to QM, you need to have read/write permissions to the java directory on your C drive), if a domain security policy is in place that prevents you from writing to this Java directory, you have to consider using Supervisor Package. Note: In Citrix Client Environments where Java client is installed and the security restrictions outlined above are present then you will be required to install the Supervisor Package on each of your Citrix servers if more than one. Down Side of having security restrictions in place in QM78/Avaya10.0 was the need to update the supervisor package installed each time a new Hot fix was released for QM, this is no longer the case in Avaya Aura Quality Monitoring 10.1, New features described in the last section of this document.

  39. Supervisor Package Installing Supervisor Package 2 3 1 • Supervisor Package software is located on the QM DVD, accept all the defaults as shown • 3. Notice the option to remove previous version in screen shot 3, this is used if it was previously installed as part of a previous QM Version or an earlier build of the same version prior to applying a Roll up fix. • Remember: the decision on whether to use the supervisor package or not will be based on the customer environment you working on, if you are switching from a non locked to a locked down environment and your QM server installation does not reflect this, then you will have to change this in the QM server registry • See Page22 QM Installation 5 4

  40. Cognos and Enterprise Reporting Configuration • QM Reporting (Cognos and Enterprise Reporting Installation scenarios) • All in one: This is where you install Cognos report Engine + (both Enterprise Reporting Application and Extract)+ database components all on the one server, typically you can see this done in 2 ways: • 1.1 small to medium sites where it is possible to install all Reporting components together with QM components including databases for both on the one server, simplest and most straight forward as long as it complies with your sizing requirements. • 1.2 Dedicated Report server where Reporting components are installed on a dedicated Reporting server. This is a typical configuration for sites that require a dedicated reporting server, examples, a busy single QM server or multiple smaller QM sites sharing a dedicated Central reporting server. In any instance where Enterprise Reporting Application is not installed on the same server as QM(s) you will be required to install the Enterprise Reporting Extract component on each of your QM servers. • 2. It is possible to have a dedicated SQL Database server that houses the Cognos and ER databases which resides on a different server to where you’ve installed Cognos and ER application. In such a scenario, please read the installation and configuration manual for additional configuration steps required for this type of installation. (hint: When ER database is installed on a different server to where ER Application is installed) you have to modify _load_er and _load_portal tasks created as part of your ER installation, this is documented on pg74 bullet point 11 of the Enterprise Reporting Configuration guide. Also Remember to install the ER Extract Component on the QM server. • 3. It is also possible for both QM and WFM to share the same Cognos report server, in such cases, you will be required to install the Enterprise Reporting Application component on this server then continue with installing the ER extract component on the QM server. • Note In all of the above scenarios when we talk about installing the extract component on QM server we are referring to the QM server where the BDR component is installed. You can also place the ER extract component on the QM Database server if this is located on a different server to the BDR server.

  41. Cognos and Enterprise Reporting Configuration • Configuration steps based on 1 server solution (with hints on what to do if you have split sites): • Complete the Configuration requirements to integrate QM • with Reporting • Server Requirements: • System Requirements • The following are the system requirements for the current version of Enterprise • Reporting: • Operating System • Microsoft Windows 2003 Standard Edition 32-bit, Service Pack 2 • Microsoft Windows 2003 Enterprise Edition 32-bit, Service Pack 2 • Microsoft Windows 2003 R2 Standard Edition 32-bit, Service Pack 2 • Microsoft Windows 2003 R2 Enterprise Edition 32-bit, Service Pack 2 • Microsoft Windows 2008 R2 64-bit Standard Edition, Service Pack 1 • Microsoft Windows 2008 R2 64-bit Enterprise Edition, Service Pack 1 • NOTE: Mixed environments are not supported. All Enterprise Reporting servers for a specific deployment must be on the same operating system version. • Database Server • Microsoft SQL Server 2005 Standard Edition 32-bit, Service Pack 4 (installed on supported Windows Server 2003 versions only) • Microsoft SQL Server 2005 Enterprise Edition 32-bit, Service Pack 4 (installed on supported Windows Server 2003 versions only) • Microsoft SQL Server 2008 Standard Edition 64-bit, Service Pack 2 (installed on supported Windows Server 2008 versions only) • Microsoft SQL Server 2008 Enterprise Edition 64-bit, Service Pack 2 (installed on supported Windows Server 2008 versions only) • Report Server • 􀁺 Cognos ReportNet 8.4.1 • Web Server • 􀁺 Tomcat 6.0.24 with JRE 6.0 Update 18 • Browser • Microsoft Internet Explorer 8.0 • Microsoft Internet Explorer 7.0 •  Microsoft Internet Explorer 6.0, Service Pack 2 for Windows XP (including Cumulative Security Update for Internet Explorer for Windows XP (KB953838) • Microsoft Internet Explorer 6.0, Service Pack 1 for Windows 2003 • NOTES: • Recommendedbrowsers are Internet Explorer 7 or 8. • Popup blockers are not supported. • All Web Browsers are 32-bit, even in 64-bit operating system environments. • Ensure that the text size for your browser is set to Medium. • To view dates in local format, select Tools > Internet Options in Internet Explorer and change the language to the appropriate setting. Prerequisites: Disable windows firewall and any virus software that might scan the install files during installation, it has been known to cause problems with install. Ensure you are using a static port to connect to database default is 1433. 3. Applicable to Cognos install:Change the DEP setting (Data executionPrevention) before WCI installation On the WCI sever, perform the following steps: 3.1 Open on Windows > Settings > Control Panel > System 3.2 Select the Advanced tab, click on Settings in the Performance section, and click 3.3 on the Data Execution Prevention tab. 3.4 Choose Turn on DEP for essential Windows programs and services only. 3.5 Click OK twice to apply the new setting. 3.6You must reboot for change to take effect 3.7 You can change the DEP setting back once you’ve completed your Cognos install

  42. Cognos and Enterprise Reporting Configuration Varify that Cognos Report Net and Cognos ReportNet Gateway services are present and started. Open SQL server Management Studio and verify that you can see CRN_ADUIT and CRN_CS databases From start menu Goto All Programs>CognosReportNet> click on Cognos Configuration and make sure you can get into the configuration page, from Environment go to Gateway URI , you can copy and paste link from here to your browser to verify that your cognoss web gateway is working correctly: The default link is (case sensitive) http://Report-Server-Name:8383/cognos8/cgi-bin/mod2_2_cognos.dll

  43. Cognos and Enterprise Reporting Configuration http://Report-Server-Name:8383/cognos8/cgi-bin/mod2_2_cognos.dll User ID=radmin Password=DreamLiner787 If you are able to see the welcome page below, your Cognos installation was successful and you can proceed to installing Enterprise Reporting for QM 13 14

  44. Cognos and Enterprise Reporting Configuration Verify your ER installation: Verify that the “Enterprise Reporting” Service can be seen and started Verify you can see both ws_er and ws_portal databases by accessing the Microsoft SQL Server Management Studio Verify that you can launch and login to the application portal , usually by accessing following URL http://hostname:8282/ws_portal Username=ws_admin Password=cs

  45. Cognos and Enterprise Reporting Configuration 3. Completing the configuration Requirements to integrate QM with Enterprise Reporting: Only Applicable if ER Application component resides on a different server to where the ER reporting Databases are located See ER Installation and Configuration Guide start from pg74 If your Database Server is MSSQL Server and the Database Server and the Enterprise Reporting Application/Web server reside on different physical machines, you must also modify the 2 pre-defined tasks: __load_er, __load_portal as described below: 􀁺 On Enterprise Reporting Application/Web server, share <Your Install Folder>\Enterprise Reporting\ETL\etl_files\ as share name etl_files so that windows user who logged in to Enterprise Reporting Database Server can access it with Full Control permission. 􀁺 The Enterprise Reporting service on your Enterprise Reporting Server and the SQL Server service on the Database Server must be logged on using accounts that have read/write permission on the folder above (windows users that have right to access network resource not local system account), to do that: • Open windows services, Right-click on the service, select Properties • Select the Log On tab, choose This account • Enter the user name and password • Click OK and restart the service Click on ___load_er then click on File Location Details. • In the Work Location, enter \\<Your ER Server Name>\etl_files\ eqb_to_er\load_work • Click the Test File Locations link to test your settings. • Click Save 􀁺 Click on __load_portal then click on File Location Details. • In the Work Location, enter \\<Your ER Server Name>\etl_files\er_to_portal\load_work • Click the Test File Locations link to test your settings. • Click Save login to the reporting Application portal http://hostname:8282/ws_portal Login=ws_admin Password=cs Select App Admin and under ETL Tasks create new task 40 41

  46. Cognos and Enterprise Reporting Configuration Under the General Tab: Task Name= example “QM_Extract” has to be the same and including case sensitivity as what you will define in QM later Task Description=Something that identifies your QM system (a site perhaps) Site ID=12345 has to be 5 digits, you can use any 5 digits, one thing to note, if you have multiple QM’s utilizing this report server, you will have to create a separate extract task for each QM, the site ID you use has to be a unique number, so for example (QM1_extract site ID=12345)(QM2_extract site ID=54321) and so on Site Name= has to be unique and match the site name and case sensitivity you defined in QM under system administration>Sites Extract Type=QM7.8 SQL to Enterprise Reporting Extract Server Host=This is the server where you installed the Enterprise Reporting Extract Component Extract Server port=8282 default Under the Database Details Tab: Database Hostname= Specify the hostname of the QM database Database Port=1433 default Database Name=witness Database Owner=dbo Database Login=eqadmin Database Password=passion Test your database connectivity

  47. Cognos and Enterprise Reporting Configuration Under File Location Details: Target Location=Specify the location of the extract_target folder Hint as per below, if the extract component was installed on a QM-DB server different to where you installed Enterprise Reporting Application Component, then this location will be on that server. Make sure you shared etl_files folder Copy from Guide: Target Location field, enter the local folder path to the flat file target location in which the extract files should be saved. This path should be <ER Extract Installation Folder>\ETL\etl_files\extract_target <ER Extract Installation Folder> is the local path on the server where the Enterprise Reporting Extract was installed. This field is required. - Click the radio button to Enable the Backup process. It is disabled by default. If you enable backup, enter the local folder path to the flat file target location in which the backup files should be saved. This path should be <ER Extract Installation Folder>\ETL\etl_files\extract_backup <ER Extract Installation Folder> is the local path on the server where the Enterprise Reporting Extract was installed. This field is optional.

  48. Cognos and Enterprise Reporting Configuration 3. Completing the configuration Requirements to integrate QM with Enterprise Reporting: Only Perform this step if you’ve installed ER and created the ETL task under reporting Portal>app admin as shown on previous screens. Login to QM> system administration > Servers and configure the following: If you are installing Enterprise Reporting on the same server as QM, then under server Role for QM-BDR check the “Reporting Server” and the “ Reporting ETL Server” as shown If on the other hand Reporting Application component has been installed on a different server, then you will have to create a new server under the servers tab in system administration, then check the Reporting server and Reporting ETL Server options. Please remember to specify the Extract Task Name under Reporting ETL Server Settings. this is case sensitive and the task name given here has to be identical to what you created in the previous steps for (creating tasks within the Reporting Application Portal>App Admin. Click on Submit and remember to say yes to save!.

  49. Cognos and Enterprise Reporting Configuration Remember you will have to repeat this step for any additional QM sites that will be using this Reporting server In all but single box solutions remember to share the etl_files on both servers ( server where ER application component is installed and server where extract component is installed). In Split server environments the recommendation is to use a domain service account with local admin rights to all the servers in the solution. Use this account to run all the application services instead of using local system account, and make sure this account has read/write permissions to the etl_file you are sharing on both. Ensure this account can run as a service and execute batch jobs in the local security policy. You can also use a local windows account with local admin rights on all the servers in the solution as long as the username and password for this account is identical on all servers and same account is used to run application services on all the servers within the environment. Remember this applies to QM, MSSQL and ER services when installing across multiple servers. 48 46 47 49

  50. Cognos and Enterprise Reporting Configuration Schedule the ETL task from Reporting Application server: start>all programs>accessories>system tools>open Scheduled tools: Note: Example shown is for Windows 2003 not 2008. Same steps apply in 2008 just screens look different.

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