Engage Server Installation Networking Guide v.4.1 Issue1

Insstallattion G
Guide
Serrver & Netwo rking

Release 4.1
Issue 1.0

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

1 INTRODUCTION .................................................................... ........................................................................ 5
1.1 MENTATION ..................................................... .............................................................................. 5
RELATED DOCUM
2 N READINESS ............................................ ........................................................................ 6
PRE‐IINSTALLATION
2.1 DOMAINS ............................................................................. .............................................................................. 6
2.2 PBX INTERFACE ..................................................................... .............................................................................. 6
2.3 RECORDING METTHOD HARDWAREE ............................................. .............................................................................. 7
2.4 CS) ......................................... .............................................................................. 7
NETWORK INTERRFACE CARDS (NIC
2.4.1 Install Packket Capture Driiver (PCap) (Spanning Only) ......................... ...................................................... 7
2.5 FIREWALL PORTSS .................................................................... .............................................................................. 9
2.6 PARTITION SETUP ................................................................... ............................................................................ 10
3 SQL SSERVER INSTALLATION .................................................. ....................................................................... 11
3.1 INSTANCES ............................................................................ ............................................................................ 11
3.2 QUIREMENTS FOR SQL ............... ............................................................................ 11
WINDOWS SERVVER 2003 XP REQ
3.2.1 nstaller ................................................................................. .................................................... 11
Windows In
3.2.2 Power Shell ............................................................................ .................................................... 12
Windows P
3.3 INSTALLATION ........................................................................ ............................................................................ 12
3.3.1 Accounts ............................................................................... .................................................... 16
SQL Login A
3.3.2 Install SQL 2005 Backwarrds Compatibiliity ........................................... .................................................... 18
3.4 CONFIGURE SQLL FOR TCP/IP. ................................................. ............................................................................ 18
3.5 MORY .............................................................. ............................................................................ 19
LIMIT SQL MEM
4 ENGA NSTALLATION ........................................... ....................................................................... 19
AGE SERVER IN
4.1 ON REQUIREMENTTS ........................................... ............................................................................ 19
PRE‐INSTALLATIO
4.1.1 n Server ................................................................................. .................................................... 20
Application
4.1.2 Microsoft .N 3 and XP Only) ........................ .................................................... 21
NET Frameworrk (Server 2003
4.1.3 Microsoft V 8 and 2010 .................................................... .................................................... 22
Visual C++ 2008
4.1.4 Sun Java Ru nment (JRE) .................................................... .................................................... 23
untime Environ
4.1.5 CTI Softwarre, if required ....................................................................... .................................................... 23
4.2 INSTALLING ENGAGE SERVER SOFTTWARE..................................... ............................................................................ 24
4.3 ONS SERVER CONFFIGURATION .............................. ............................................................................ 26
COMMUNICATIO
4.4 ENGAGE SOA SERVICES
E ........................................................... ............................................................................ 29
4.4.1 Enable Net TCP Port Sharring Services ................................................... .................................................... 29

4.4.2 n of SOA Servicees ................................................................... .................................................... 30
Installation
5 ALLATION ................................................. ....................................................................... 30
WEB SERVER INSTA
5.1 ENABLE APPLICAATION AND IIS SERRVER ROLES .............................. ............................................................................ 31
5.1.1 For Window 012 ................................................................ .................................................... 31
ws 2008 and 20
5.1.2 ws 7 ...................................................................................... .................................................... 34
For Window
5.2 WINDOWS AUTH S SERVER ............................. ............................................................................ 35
HENTICATION TO SQL
5.2.1 Remote SQL Server ................................................................................ .................................................... 35

5.2.2 Local SQL SServer .................................................................................... .................................................... 37
5.3 INSTALLING ENGAGE WEB CLIENTT ............................................. ............................................................................ 40
5.3.1 missions ................................................................................ .................................................... 41
Folder Perm
6 POST
T‐INSTALLATIO ATION ................................. ....................................................................... 42
ON CONFIGURA
6.1 N ............................................. ............................................................................ 42
ENGAGE SERVERR CONFIGURATION
6.1.1 nsing ..................................................................................... .................................................... 42
Apply Licen
6.1.2 guration ................................................................................ .................................................... 43
VoIP Config
6.1.3 ge Settings ............................................................................ .................................................... 44
Cache Purg
6.1.4 E‐Mail Alerrts ......................................................................................... .................................................... 46
6.1.5 onfigurations ........................................................................ .................................................... 47
Optional Co
1.5.1
6.1 Archivve Settings .................................................................................................................................................. 48
1.5.2
6.1 Call Du m and CTI configguration .................................................................................................. 49
uration Minimum
1.5.3
6.1 Monitor ........................................................................................................................................................ 50
Live M
6.2 SQL CONFIGURAATION ............................................................. ............................................................................ 51
6.3 NTS ................................................................ ............................................................................ 53
SERVICE ACCOUN
6.4 WEB CLIENT CONFIGURATION .................................................. ............................................................................ 56
6.4.1 n for the First TTime ............................................................... .................................................... 56
Logging On
6.4.2 Recommen ation Order ..................................................... .................................................... 56
nded Configura
6.5 MICROSOFT ACTTIVE DIRECTORY SINGLE SIGN‐ON ........................ ............................................................................ 57
7 RESTARTING THE ENGAGE SERVEER ....................................... ....................................................................... 59
8 ARCH ATION ....................................................... ....................................................................... 60
HIVE INSTALLA
8.1 INSTALL MASS STORAGE
T DATABASSES ......................................... ............................................................................ 60
8.2 INSTALL DVD ARCHIVING
R SOFTWAARE ......................................... ............................................................................ 61
9 PARING USER SSTATIONS ................................................. ....................................................................... 62
PREP
9.1 ORER ............................................................... ............................................................................ 62
INTERNET EXPLO

9.1.1 Installing Siilverlight ............................................................................... .................................................... 63
9.1.2 Enable Actiive X Controls ....................................................................... .................................................... 63
9.1.3 Authentication Settings ......................................................... .................................................... 63
Windows A
9.2 ME .................................................................. ............................................................................ 64
GOOGLE CHROM
9.3 OX .................................................................. ............................................................................ 65
MOZILLA FIREFO
10 TESTING CHECKLIST
T .............................................................. ....................................................................... 67
10.1 OPERLY...................................... ............................................................................ 67
VERIFY ENGAGE IS INSTALLED PRO
10.2 VERIFY LICENSESS .................................................................... ............................................................................ 67
10.3 VERIFY ENGAGE IS RECORDING ................................................. ............................................................................ 68
10.4 SENT ....................................... ............................................................................ 68
VERIFY EMAIL ALERTS ARE BEING S
L
10.5 VERIFY ENGAGE SERVICES ARE STAARTED AND ARE TTHE CORRECT VERSSION. .................................................................... 68
10.6 TROUBLESHOOTIING ................................................................ ............................................................................ 69
11 ADM BEST PRACTICEES ....................................... ....................................................................... 69
MINISTRATOR B


1 Intro
oduction
This ddocument con ntains information and pro
ocedures for iinstalling the Engage Reco
ord on the
record der server an
nd the Engagee Web user interface on thhe Web server or partition. This document
will co
over the follo
owing generall topics:
 Pre‐Installlation Readin working setupp required prrior to installing Engage such as
ness: The netw
PBX interfaace setup, do
omains, firewaall ports and NIC cards.
 SQL Installation: The co of SQL databaase and how Engage and SSQL communicate
onfiguration o
with each other.
 Engage Insstallation: The installation
n of Engage seerver softwarre, SOA servicces software aand
required M
Microsoft softtware on a de edicated Engaage recordingg server.
 Web Serve er Installation
n: The configu
uration of thee Web user in
nterface to co
ommunicate w
with
all other Engage require ed systems.
 User Statioon Installatio
on: Any plug‐ins required ffor a user to aaccess the Engage Web user
interface.
document will not include information o
This d on add‐on moodules such aas Encryption, Engage Capture,
Engagge Quality, En
ngage Analyze e, Engage Dessktop Analyticcs, etc. Pleasse refer to thee respective
docummentation forr installing ad
dditional
The foollowing additional docum ments will be n
needed to insstall the Engaage Server. Th
his document
referss to additionaal steps in the
e following do
ocuments:
 Statementt of Work provided by the Engage Pre‐I nstallation Teeam
 Engage Plaanning Guide
 Engage Sysstem Integrattion Guide for your PBX Deeployment (C
Cisco, Avaya, eetc.)
 Web Client Recorder Ad
dmin User Gu
uide
 Web Client Administrattion User Guid
de
 Live Monittor Quick Starrt Guide

1.1 Related Do
ocumentatiion
The fo
ollowing Web
b client docum
mentation is aavailable:
 A guide to planning an Engaage Contact Ceenter Suite deeployment.
Engage Planning Guide: A
 Web client Administratio
on Guide: A ho
ow‐to guide foor administerin
ng Engage for playback.
 Web client Recorder Adm
min Guide: A h
how‐to guide ffor administerring Engage fo
or call recordin
ng.

 Web clientt Search & Plaayback User G
Guide: A Stepp‐by‐Step insttructions on h
how‐to find and
listen to vo
oice and scree
en recordingss.
 Web clientt Quality Mannagement Use er Guide: A h ow‐to guide in creating evvaluations,
coaching ssessions and e
e‐learning maaterial.
 Web clientt Quality Reports User Guiide: A how‐too guide in settting up and ru
unning reportts on
the Engage
e Quality systtem.
 Web clientt Recording R
Reports User G
Guide: A how
w‐to guide in ssetting up and
d running rep
ports
on the calls recorded byy Engage.
2 Pre‐Installation Readine
ess
In pre
eparing for ann Engage instaallation, some
e networkingg connectivityy tasks are req
quired to be
comp pleted prior to
o the start of the Engage so
oftware instaallation.
2.1 Domains
The fo
ollowing Engaage features w
will require a domain accoount:
 If recordings will be arcchived on a M
Mass Archive ddevice such as a Storage A
Area Network
(SAN) or a Network Attached Storagge (NAS).
 If Windowws Active Direcctory Single SSign‐On will b e used for ussers to access the web
interface.
ngage Domain Account w
An En will need to be
b configuredd as a Local Administrato or with read//write
access to any storage location
ns. This accoount will be used as a seervice accoun
nt for the En
ngage
appliccation. Make note of the D Domain Name, Login and Password forr subsequentt steps.
2.2 PBX Interfa
ace
Engagge will require
e an interface one system oor Private Branch Exchangee (PBX) used as
e with the pho
the te
elephone systtem that Engaage will be recording. Manny of these syystems may reequire:
 System Loggin and passw
word for Engaage
 Security acccess for Engaage
 CTI softwaare loaded on the Engage R
Recording Serrver
 Configurattion at the PB
BX to enable d
designated phhones to be recorded.
 Enablemen nt of addition
nal features available for uunique PBX feeatures such aas Extension
Mobility.
etailed instructions, refer tto the associaated TelStrat SYSTEM INTEGGRATION GUID
For de DE included in
n the
Pre‐In ovided by the TelStrat Sup port Team.
nstallation insstructions pro

2.3 Recording Method Haardware
Depending on your recording m method, addittional hardwaare may be reequired. Typiccally analog, d digital
and pport spanning deploymentss will require additional haardware in orrder for Engagge to capturee or
tap th
he RTP voice sstream. SIPREEC and Activee recording m ethods typicaally receive th
he voice streaam
from a Session Borrder Controlleer or CTI server.
 Session Bo
order Controlller: If using aa SIPREC depl oyment, any Session Bord
der Controllerr with
SIPREC com
mpatibility is required.
 using a Port Spanning depl oyment, a Laayer 2 switch with switch p
Spanning SSwitches: If u port
analyzer (SSPAN) capabilities is requirred. Port Spa nning is available in most SIP or digital
environme ents.
 TAP Card: If using analo
og lines, analo
og radios, anaalog DISA Tru
unks, microph
hones, T1, E1 or
PRI recording methods,, a hardware TAP card will need to be installed.
 TALC Card: If using an A Avaya Blue (heritage Norteel) deploymen he Engage serrver’s
nt, replace th
digital line
e card with the TelStrat‐pro
ovided TALC ccard.
2.4 Network In
nterface Caards (NICs)
Engagge interfaces with the PBX, Session Bord der Controlleers, CTI hardw
ware, phones,, Ethernet
switch
hes, TAP cardds and TALC cards through multiple net work interfacces. TelStrat ttypically
mmends two NIC Cards, bu
recom ut as little as o
one or up to tthree NIC carrds may be reequired for yo
our
deplo
oyment. Referr to the scope
e of work for your deploym ment for speccific informatiion.
The th
hree uses of N
NIC cards that may be required are:
 C‐LAN: Thiis is referred tto as the Custtomer LAN. Itt is typically u
used for Serveer Administraation
and Engagge Client access.
 VoIP Mediia Packets: Th his is a dedicaated NIC to caapture the Vo
oIP voice packkets. This mayy be
shared witth the C‐LAN NIC; howeverr TelStrat recoommends separating the ttwo types of
traffic for o
optimal perfo
ormance. Port Spanning annd TALC deplo oyments musst always havve a
separate N NIC configured
d for VoIP Me edia Packets.
 CTI interfa
ace to PBX: Thhis is a dedicaated Ethernett connection for the comm
munication off call
data from the PBX to En ngage usuallyy through anoother hardware device. Avvaya MLS requ uires
its own CTTI interface on
n its own sepaarate NIC.
Each NIC should be e configured w
with a valid IP
P address. W
Write down thee IP Address ffor subsequeent
steps. If Port Spanning, the VoIP P dedicated NNIC must be cconfigured wiith the Engage Packet Prottocol
driverr prior to installation.
2.4.1
1 Install Packet Capture Driver (PCap) (Spanniing Only)
If your deployment uses one off the Port Spanning solutioons, then an EEthernet Netw work Interface
Card wwill be requirred with an En bles the NIC tto receive voice
ngage Packet Protocol drivver. This enab

data ffrom the desttination Switcched Port Anaalyzer (SPAN)) port in prom
miscuous mod
de. The driverr is
includ
ded with all Engage installaations in the P
Pre‐Reqs & To
Tools folder.
Install the Engage Packet Driverr on the NIC ccard with an EEngage 3.6 orr below system. Install thee
WinPcap Capture D Driver with ann Engage 3.7 or above systtem.
To configure a NIC with the Win
nPCap Capturre Driver, the driver can bee loaded at an
ny time prior to
the En
ngage VoIP coonfiguration:
1. From the TTechnician To
ools Only folde er, select onee of two of the Wireshark applications—
—
Wiresharkk‐win32.exe ffor 32‐bit systtems and Wirreshark‐win664.exe for 64‐bit systems.
a. At the W
Wireshark window, click N
Next to begin the install.
To configure a NIC with the Enggage Packet D
Driver, Engagee must be insttalled on the server first:
1. From the EEngage Server’s C:\\ drive,, open Controol Panel » Neetwork & Inteernet » Netwo
ork
Connections.
2. Right clickk on the NIC d
desired to app
ply the spann ing driver, op
pen Propertiees.
3. Click the In
nstall button.. When the Seelect Networkk Feature Typpe window ap
ppears, selectt
Protocol. CClick Add.
4. Click the H
Have Disk button.
5. From the BBrowser button of the Insttall From Diskk window, sellect C:\\ » Pro
ogram Files »
»
TelStrat » Engage » Pa
acket Capturee Driver.
mmSrvPacket_
6. Select Com t_x86 for 32‐b
bit systems orr CommSrvPa
acket64 for 64‐bit systemss.
Click Open
n.
7. Click OK. C
Click OK. Clickk Install.
8. Once the EEngage Packe
et Driver is insstalled, uncheeck all other d
drivers.

9. Reboot the
e Server.
NOTE: There is
N s no need to aassign an IP aaddress withinn the Internet Protocol (TCCP/IP) for thee VoIP
Sp
panning NIC, as the port to
o which it connnects on thee layer 2 switcch is for monitoring purpooses
only.
2.5 Firewall Po
orts
Engagge is compatib
ble with mostt firewalls. Th
he following EEngage ports will be used w
with all
deplo
oyments.
Applica
ation Tyype Po
ort # Direction
D n Descrip
ption
Engage R
Record Serve
er
P
TCP 800
08 In/Out
I The Engagee JAVA Client, IIS Web Serverr and
Centralize
ed Error
the Centralized Managem ment Server usses
Servver
this port.
TCP
P 800
04 In/Out
I The Engagee JAVA Client, SSDK and Centrralized
Managemeent Server usess this port.
HTTTP 80 In/Out
I The Engagee Web Client u uses this port to
o
communicaate with the IISS Web Server.
CommServ HTTTPS 443
3 In/Out
I The Engagee Web Client u uses this port to
o
applicaation communicaate with the IISS Web Server w when
accessing tthe Engage Weeb Client via a
Secure Soccket Layer (HTTTPS/SSL)
TCP
P 25 In/Out
I Engage usees this port to aaccess the E‐m
mail
Server for aalerts and reco
ording downloaads.
TCP
P 911
16 In/Out
I Engage usees this port to ssend informatiion
SOA Serrvices to/from the Engage Web b Client and thee
Engage Reccord Server.
SQL Serve
er
TCP
P 143
33 In/Out
I Engage usees this port as iits communicaation
to the defaault Engage SQ
QL databases.
SQL Management
TCP
P 143
34 In/Out
I Engage usees this port as iits communicaation
dio
Stud
to the defaault Engage SQ
QL Databases on nly if
ports are im
mplemented as dynamic onlyy.
Web Servver
HTTTP 80 In/Out
I The Engagee Web Client uuses this port too
communicaate with the IISS Web Server.
HTTTPS 443
3 In/Out
I The Engagee Web Client uuses this port too
IIS Serrver
communicaate with the IISS Web Server w when
User’s De
esktop
HTTTP 80 In/Out
I The Engagee Web Client u
uses this port to
o
Web Client communicaate with the IISS Web Server.
HTTTPS 443
3 In/Out
I The Engagee Web Client u
uses this port to
o

communicaate with the IISS Web Server w when
Additional Engage products and d most VoIP d
deployments will require aadditional porrts to be open ned
on thee firewall. Refer to the asssociated SYSTEEM INTEGRATI ON GUIDE forr your deploym ment or the
speciffic Engage Addd‐On Install gguide (Capturre, Encryptionn) for addition
nal firewall co
onfigurationss.
2.6 Partition Setup
Recom
mmended partitions and ssizes are provided in your ddeployment’ss pre‐installattion instructio
ons
from the TelStrat P
Product Manaager. TelStratt recommendds having physsical RAID hard drives installed;
howeever, VM partitioning is sup
pported.
Partition tools are available in W nd Windows SServer 2008 aand 2012 by aaccessing the Disk
Windows 7 an
Mana agement tool in Administrrative Tools »» Computer M
Managementt.

Requiired physical drives or VM partitions:
 C:\ 80GB m
minimum parttition for Win
ndows OS, En gage applicattion softwaree, and log filess.
 minimum phyysical drive or VM partitionn for Engage C
E:\ 40GB m Cache Databaase files and logs.
 F:\ Minimu
um size variess by call volum
me to store EEngage Call Caache .WAV files. New instaalls
are encourraged to use a separate drrive or VM paartition for thee SQL databaase instance;
however, EEngage suppoorts both the Cache datab ase and .WAV V files on the same partitioon.
WARNING: Ca
W ll Cache shou
uld never be sstored on the C:\\ partition
n with the op
perating systeem.
Call cache should not share
e a partition w
with any othe r application..
Optio
onal partitionss:
 For Backing up the Engaage SQL Databases. Howe ver, TelStrat recommendss storing these
backup file
es on a separaate server.

 If desired, the Microsofft SQL applicaation softwaree can have itss own partitio
on.
 Optionallyy, some deplo oyments will p
partition SQL Log Transaction files to th
heir own partition
for a moree efficient storage solution
n.
 If adding EEngage Qualitty to the deployment, parttition enough space for evaluation
attachmen nts and libraryy file storage. The recomm
mended storage is 10 GB p
per 200 evaluaated
seats (or agents).
3 SQL Server Insstallation
SQL can be either iinstalled on the same servver as Engagee in a dedicateed partition o
or can be instaalled
on a sseparate SQL server. If Enggage is accesssing SQL remootely from diffferent serverrs, the SQL Client
Conne ectivity Kit must be installe
ed on the Enggage recordinng server befo
ore loading thhe Engage
appliccation.
3.1 Instances
Engagge requires on e and a secon d SQL instancce is recommended to con
ne dedicated SQL instance ntain
all maass archive daatabases and the web application databbase. Be suree to setup perriodic database
backuup to protect against data loss.
3.2 Windows SServer 2003
3 XP Requirrements fo r SQL
3.2.1
1 Windo
ows Installer
For W
Windows XP an nd Windows Server 2003, install Windoows Installer 44.5 prior to th he installation of
SQL 2
2008 and then n reboot the sserver. If unsu
ure, proceed with the insttallation of SQ
QL 2008 R2
Expre ded by the setup softwaree.
ess and a link will be provid
 Windows SServer 2012 includes Wind
dows Installerr 4.5 or later.
 Windows SServer 2008 aand 2008 R2 includes Winddows Installer 4.5 or later
 Windows 7
7 includes Wiindows Installer 4.5 or lateer
 Windows X
XP will requirre installation of Windows Installer 4.5
o From th
he Pre‐Reqs &
& Tools » Winndows Installeer 4.5, click on WindowsXP
P‐
KB9422288‐v3‐x86.exxe
 Windows SServer 2003 w nstallation of Windows Installer 4.5
will require in
o From th
he Pre‐Reqs &
& Tools » Winndows Installeer 4.5, click on
WindowwsServer20003‐KB942288‐‐v4‐x64.exe fo or the 64‐bit version or
WindowwsServer20003‐KB942288‐‐v4‐x86 for thhe 32‐bit version.

3.2.2
2 Windo
ows Power Sh
hell
Windows Power Sh hell is requireed for installin
ng the SQL daatabases used
d by Engage. W
Windows 7 and
higher will automaatically install Power Shell.
Prior to the installaation, make ssure Windowss Power Shelll is installed. IIf unsure, pro
oceed with the
installation of SQL 2008 R2 Express and setu mine if the sofftware is already installed..
up will determ
 Windows SServer 2008 m
may have inclluded Window
ws Power Sheell as part of tthe installatio
on.
 Windows 7
7 includes Wiindows Powe
er Shell by deffault.
 Windows X
XP will probably require lo
oading Windoows Power Sh
hell.
 will probably require loadi ng Windows Power Shell.
Windows SServer 2003 w
The fo
ollowing link is provided to
o download W
Windows Pow
wer Shell:
http:///www.micro
osoft.com/win
ndowsserver2
2003/technol ogies/managgement/poweershell/download.
mspx
3.3 Installation
n
TelStrrat recommennds SQL be in
nstalled in Mixxed Mode so that Engage can logon witth SQL Serverr
Autheentication, an
nd database aadministrators can logon w
with Windowss Authenticattion.
To insstall SQL serve
er:
1. On the SQL server, instaall the SQL Cllient Connecttivity Kit.
a. Execute
e the install/ssetup file of the desired veersion or edition of SQL.
b. At the FFeature Selecction window,, check the SQ
QL Client Con nnectivity SDK K checkbox. A All
other ccheckboxes sh hould stay unchecked. Thee shared featu ure directory will stay at th
he
defaultt (C:\\Programm Files\Microosoft SQL Serrver) folder. TThen, click Neext and finish the
installation as directted.
2. From the d
desired SQL server, install a SQL applicaation.
3. Click on Ne g installation.
ew SQL Serveer stand‐alone server or addd features tto an existing
4. When prom mpted with LLicense Termss, check the I accept the liccense terms ccheckbox. Click on
the Next b
button to conttinue.
a. Install aany new updaates to SQL w
when prompteed. Click Nextt.
b. If prom
mpted with the e Setup Support Rules screeen, one or mmore of the appplication failled
during install. If all tests pass, this screen will bbe immediateely bypassed so continue tto
the nexxt step.

o If Windowss Firewall did not pass, disaable the Firew
wall on the seerver or ensure
that the appropriate ports are open ffor remote acccess.
o If Windowss Power Shell did not pass,, install Windows Power Shell before
continuing.. Windows XPP and Window ws Server 20003 will probabbly require loading
Windows PPower Shell. TThe following link is provid
ded to downlo
oad Windowss
Power Shelll:
http://wwww.microsoft.ccom/windowssserver2003//technologies//managemen nt/po
wershell/doownload.msp px
c. At the FFeature Selecction window,, de‐select thhe SQL Server
r Replication ccheckbox. All
other ccheckboxes sh ecked howevver, LocalDB ccan be left unchecked and will
hould stay che
not affeect performance. The sharred feature d irectory will sstay at the deefault
(C:\\Program Files\Microsoft SQ QL Server) foldder. Then, click Next.

d. At the IInstance Conffiguration win
ndow, name tthe databasee instance and
d location of tthe
SQL Call Cache Database.

o Re
ename the Na
amed Instancce to the desi red Instance name. TelStrat installers u
use
NCACHEX for SSQL Express aand ENCACHEE for full SQL deploymentss.
EN
o Leave the defau ult Instance R
Root Directorry path for thee Cache Dataabase unless aa
diffferent partition is desired
d for the SQL ddatabase insttance. If usingg a separate SSQL
server, the Instance root dirrectory will bee the UNC path. The .WAV V file location will
e configured in the Engage
be e Installer.
o Se
elect Next.

e. At the SServer Config
guration window, use the N
NETWORK SERVICE as the SQL Server
Database Engine.

o Fo
or the SQL Serrver Databasee Engine, clickk on the Acco
ount Name ceell and Browsse.
o Tyype the word network in th
he Enter the oobject name to select and
d click Check
Naames.
o Se
elect the NETW
WORK SERVIC CE and click O
OK and then O
OK again to reeturn to the
Se
erver Configurration window
w.
o or the SQL Serrver Browser, select Autom
Fo matic for the SStartup Type.
o Un
nder the Colla ect SQL_Latinn1_General_CCP1_CI_AS. TTypically this is the
ation tab, sele
de
efault setting..
o Cliick Next
f. At the D
Database Eng
gine Configurration window
w, select Mixeed Mode and
d
o En
nter/confirm aa password fo
or the Engagee service acco
ount login (saa). The password
must meet the domain secu urity requirem
ments. Add an ny additional SQL
ad
dministrators..
o Cliick on the Da
ata Directoriees tab, if usingg a different p
partition for tthe SQL Datab
base
Insstance browsse for the dire
ectory locatioon. If using a sseparate SQL server, the
Insstance root directory will b
be the UNC ppath.

g. Click Ne
ext.
h. At the EError Reportin
ng window, sselect Next. T he Send Error Reports cheeckbox is optiional
for your deployment.
i. The install process w
will begin.
j. When ccomplete, select Close and
d then the Cloose the SQL in
nstaller.
k. Re‐run the install prrocess to creaate all other innstances requ
uired for yourr deploymentt.
o Web Instannce: If using aa dedicated SQ
QL Server forr all instancess, install a second
SQL instancce for the Weeb Server on aa different paartition. If usin
ng a dedicateed
remote We eb Server, insttall the Web SSQL instance on the dediccated server.
o Mass Archiive instance: If using a deddicated SQL SServer for all iinstances, insstall a
second SQLL instance forr the Mass Arcchive on a diffferent partition. If using aa
Mass Archive SSQL instance on
dedicated rremote mass archive locattion, install M
the dedicatted location.
3.3.1
1 SQL Lo
ogin Accountss
SQL re Admin SQL Account for eaach SQL appliccation within the deploym
equires a SysA ment.
 Engage Server: Connectts the Cache instance to E ngage
 Web Client: Connects the Web appliication Databbase to Engagge
 Remote SQ mote SQL Servver or cluster to Engage
QL Server: Connects a Rem
 Mass Archive: Connectss Engage to th
he Storage loocation.
If hosting all datab
bases on one sserver or usinng a dedicate d SQL server for all instances, then a single
SysAddmin account for Engage iss sufficient. Iff hosting seveeral different SQL applicatiions on separrate
servers, then each application o
of SQL will neeed its own acccess through h a SysAdmin SQL Accountt.

To cre
eate a SysAdm
min account:
1. Open Starrt » Programss » Microsoft SQL » SQL Seerver Manageement Studio
o.
2. Login eithe
er using SQL A Authenticatio
on with the saa login and paassword setup previously iin the
SQL install or login using Windows A Authenticationn with the acccount presen
ntly logged intto
the server.
3. From the Object Explorer, expand <
<Server\InstaanceName> » Security
4. Right Clickk on Logins an
nd select New
w Login…
5. Create a new <sysadmin> login for EEngage to com
mmunicate w
with the SQL database.

a. Enter a Login Namee.
b. Select SSQL Server au
uthentication
n.
c. Unchecck User must change password at nextt login.
d. In the SSelect a page bar on the le
eft, select Servver Roles.
e. Check tthe box for syysadmin.
f. Click OK
K.

WARNING: If t
W this SQL login or password d for the Engaage Server is eever changed, Engage will no
lo
onger record ccalls. TelStratt highly recom
mmends that this login and d password b
be provided to
o our
Su
upport groupp in order to p provide fasterr service and a source for llost password
ds.
3.3.2
2 Install SQL 2005 Baackwards Com
mpatibility
1. From the P
Pre‐Reqs and Tools » 64 Biit Pre Reqs fo lder, executee SQLServer20
005_BCx64.exxe on
the server SQL will resid
de.
2. When the installer appe
ears, click Neext. Then checck the box to Accept the teerms of the
Agreement. C
Licensing A Click Next to move forwar d.
3. If desired, enter a name
e and organizzation for softtware registraation purposees. Click Nextt.
4. On the Feaature Selectio
on window, de
eselect all chooices except SSQL Distributted Managem
ment
Objects (SQ
QL‐DMO). Cliick Next.

5. Click Install. When the install has fin
nished. Click FFinish and clo
ose the installer.
3.4 Configure SSQL for TCP
P/IP.

1. Open Starrt » Programss » Microsoft SQL 2012 » CConfiguration
n Tools » SQLL Server
Configurattion Manageer.
2. From the left pane, click on SQL Servver Network Configuratio
on » Protocolss for <INSTAN
NCE>.
3. Right clickk on TCP/IP to
o select prope
erties. Select EEnable.
4. A restart o
of the SQL serrvice is required to apply thhe TCP/IP settting.

a. For Win
ndows 7 or W
Windows Server 2008 or 20012:
o Click on Sta
art, and enterr services in tthe Search alll programs an
nd files field.
o Expand Serrvices (Local)..
n SQL Server (the name of f the instancee).
o Scroll down
o Restart the
e service by rigght clicking a nd select Resstart.
b. For Win
ndows XP or W
Windows Serrver 2003:
o Open Startt » Control Pa
anel » Adminiistrative Toolls » Services.
o Scroll down
n to SQL Serveer
o Restart the
e service by rigght clicking a nd select Resstart.
After a new SQL install, if the SQ
QL database ccannot conneect from a diffferent PC theen check thesse
items:
 From the SServices window, verify SQ
QL Server Brow
wser is in Auttomatic modee, and is Startted.
 Verify thatt TCP/IP is enabled under SSQL Server Coonfiguration Manager. Thiis program is
located at Start » Progrrams » MS SQ n Tools » SQL Server
QL Server » CConfiguration
Configurattion Manageer. The TCP/IP P parameter m must be enabbled under SQ
QL Server Network
Configurattion » Protoccols for the instance name .
3.5 Limit SQL M
Memory
The m
memory of thee Engage SQLL Instance muust be limited if any other Engage comp
ponents are o
on the
same SQL server to
o ensure Engaage has accesss to availablee memory. The memory mmust be limiteed to
no mo
ore than 25%
% of total server memory.
4 Enga
age Serverr Installatio
on
If dep
ploying less th
han 200 recorrding channels, the Engagee server can include the W Web IIS Serverr, SQL
Databbases and files, and Mass SStorage Archives all on a siingle server, aalso known aas Engage Uniity.
If dep
ploying more tthan 200 reco
ording channels, TelStrat rrecommends separating th he Web IIS Seerver,
SQL Server and/or Mass Archive heir own stan d‐alone serveers, also know
e Server to th wn as Engagee
Enterprise.
4.1 Pre‐Installa
ation Requirements
ollowing pieces of informaation will be required whe n installing En
The fo ngage:
 Recording Method: VoIP, BCM, DISA A/Radio/Analoog, Digital (E11/T1), Norstar or Meridiann Link
Services. TTypically mostt new deployments will bee using the Vo oIP method, bbut refer to th
he
pre‐installaation docume entation provvided by the TTelStrat Product Manager for your exacct
deploymen nt method.

 SQL Serverr and Instance
e Name for th
he recorder’ss database. (SSERVER\Instan
nce)
 Domain Usser Account: If using Wind
dows Authenttication in ord
der for Engage to commun nicate
with the SQ
QL database, then a User Name (DOMA AIN\Usernam me) and Passwword will be
required.
WARNING: All
W pre‐installation software must be instaalled on the EEngage Server prior to
in
nstalling the EEngage application.
4.1.1
1 Appliccation Server
To insstall Engage o
on Windows 2
2012 or 2008 server, start by initializingg Windows Ap
pplication Serrver:
1. Click Start » Administra
ative Tools » Server Manaager.
2. Expand Server Manageer » Roles, clicck Add Roles in the right p
pane.
3. From the SSelect Server Roles window
w, enable the checkbox forr Application
n Server.

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

6. Click Next..
7. Click Install at the Conffirm Installatio
on Selectionss pane.
e when the installation hass succeeded aand Close thee Server Mana
8. Click Close ager.
NOTE: File Ser
N o be turned on so that Winndows can manage storage and faster ffile
vices can also
se
earching. If de
esired, make sure the File Server role iss turned on.
4.1.2
2 Microssoft .NET Framework (Serrver 2003 and
d XP Only)
Installing Engage o 03 and XP requires an addittional step off installing Microsoft .Net
on Server 200
frameework.
The MMicrosoft .NETT Framework enables multtiple Engage aapplications aas well as thee Web client u
user
interfface to comm
municate succe
essfully with tthe recorder.. The Web clieent requires Microsoft .NEET 4.0
or lateer.
NOTE: From W
N Windows Server 2012, 2008 8 R2, the lateest version of .NET Framew
work will be
in
nstalled whenn the Applicattion Server ro
ole is added inn the Server MManager. No additional steeps
arre required.
To insstall the .NET Framework o
on a Windows 7 Professionnal, 2003 or XXP server, install the
comp plimentary copy of Microsooft .NET Fram
mework from tthe Engage:
1. From the EEngage install package, open the Pre‐Reeqs & Tools ffolder.
2. Click on th
he dotNetFx40
0_Full_x86_xx64 file to insttall .NET Fram
mework.

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

4. Click Install.
5. Click Finish
h when installation is complete.
4.1.3
3 Microssoft Visual C+
++ 2008 and 2
2010
Both vversions of th
he Microsoft V 008 and 2010 Redistributable files need
Visual C++ 20 d to be installed
with EEngage. The oorder of install does not m
matter.
1. From the P
Pre‐Reqs & To
ools folder, do
ouble click thhe 2008vcrediist_x86 file.
2. Click the check box I ha
ave read and accept the liccense terms, then click Insstall and Finissh to
complete tthe installatio
on.

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

4.1.4
4 Sun Ja
ava Runtime EEnvironment (JRE)
The Sun Java Runtime Environm ment is requirred for Windoows Server 20012, 2008, 20 003 and XP
operaating systems. The JRE is esssential in ord
der for the Enngage JAVA client to run p
properly on th
he
server. Install the JJava Runtime Environmentt on the Engaage recordingg server:
1. From the P
Pre‐Reqs & To
ools folder, do
ouble click thhe jre‐6u21‐w
windows‐i586‐s.exe file.
2. Click Install to begin insstallation.
3. When installation is finished, click Cllose.
If the Engage serveer does not have internet aaccess, then JJRE will fail to
o install. Engaage has provid
ded a
similaar program in the Engage PPre‐Reqs & Toools folder whhich can be lo oaded withou ut internet acccess;
howe ever, TelStrat recommendss installing the
e JRE instead .
To insstall on an Engage Server tthat has no in
nternet accesss:
1. From the P
Pre‐Reqs & To
ools folder, do
ouble click onn rootsupd fo
or java no acccess to intern
net.
2. Install the JRE as directe
ed above.
5
4.1.5 CTI Software, if req
quired
If capturing call data, the PBX driver softwarre will be requuired to be in
nstalled on the Engage
recordding server. A
Any upgradess to your PBXX generally reqquire an updaate of the CTII software on
Engagge. Always chheck with TelSStrat before u
upgrading youur PBX to find d out if an Enggage update is
requirred for Engagge to be comppatible with the updated PPBX software..
NOTE: Please r
N refer to the SYSTEM INTEGRRATION GUIDE for detailed instructions.
 Avaya AAC
CM – Install the Avaya Tellephony Serve
ver API (TSAPII) on the Engaage Server.
 Avaya IP O
Office – Install the CTI Linkk Pro on the EEngage Serverr.
 BCM – Insttall the LAN C
CTE API on the Engage Serrver.
 Cisco – If d
deploying a Cisco Active Reecording or PPort Spanningg with TAPI insstallation, insstall
the same C Cisco TAPI Seervice Provideer (TSP) on thhe Engage reccording serverr as that is

installed on the Cisco platform. Cisco
o Express and d SCCP/SIP N
Native installaations do nott
require anny additional CTI softwaree to be install ed.
 Mitel – Insstall the MiTA
AI CTI protoco
ol on the Engaage Server.
 Norstar – Install the CTA
TA 100, CTA 160I or the CTTE Toolkit drivver for the deesignated systtem.
 ShoreTel – horeTel DVS application oon the Engagee server. Engaage must not be
– Install the Sh
running on
n a Windows 7 machine.
 All Trunk TTaps – Install SMARTWOR
RKS driver proovided by TelSStrat in the Prre‐Reqs & Too
ols
folder on tthe Engage seerver.
4.2 Installing EEngage Servver Softwarre

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

a. Under C Client, click on the dropdo own menu ne xt to Window ws Desktop A Application an nd

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

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

9. Click Install to begin insstallation. The
e Communicaations Server Configuration
n window willl
appear forr the next step.
4.3 Communica
C tions Serve
er Configuraation
der for the Engage Server tto record calls and work p roperly, the C
In ord Communications Server
Configguration (Start » TelStrat Engage » Serrver Configurration) windoow includes th
he following ttabs
that aare required:
 Voice Reco
ording Datab
base (REQUIRED): Locationn and authenttication for th
he recording
database.
 Cache (REQ
QUIRED): Loccation and autthentication oof recorded .WAV file storrage.
 License (REEQUIRED): En ongle or Soft Dongle licenssing managem
nable Hard Do ment.
Somee of this configguration is required to be done at this sstep but otheers items can be done afteer
Engagge SOA Servicces and the W Web Client is in
nstalled.
To sett the required
d configuratio
ons:
1. On the Voiice Recording g Database TTab of the Com mmunication Server windo ow, select SQL
QL is used for the Call Cach
Express orr SQL (if a full version of SQ he instance).
a. Select SSQL for authe
entication typ
pe.
b. Enter th on process for the call cach
he user ID and password ssetup in the SSQL installatio he
database.
he SQL Server\Instance Na
c. Enter th ame for this SSQL server in
n the text box.

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

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

a. Click Ge
enerate Finge
erprint button
n.
b. The Savve As windoww will appear. Name the fil e using the co
ompany’s name followed by “‐
Originaal”. (Example: “ABCCompanyEngageLiceense– Originaal.c2v”)
c. Navigatte to a locatio
on that is easily accessible and that willl allow for em
mailing to TelSStrat.
Click Saave As.
d. Click OK when the C
Customer to V
Vendor (C2V) file is created
d successfullyy.
e. Email the C2V file to
o regkeys@TeelStrat.com. AA reply may taake up to three days if
submittted over a weeekend or a h
holiday, but tyypically takess no more thaan a day.
f. From th he License Tab of the Communication SServer window
w, click Applyy and then OK
K to
finish the installation process.
NOTE: A temp
N orary license will be activaated for 3 dayys in order to continue witth the install
process.
4. When all cconfigurationss are complette, click OK foor Engage to aaccept new cconfigurationss and
Click Finish
h when the in
nstallation pro
ocess is compplete.
5. A reboot o
of the server iis required. Click Yes.

4.4 Engage SOA Services
Engagge Services must be installed on the Enggage recordinng server otherwise the W
Web Client will be
unable to access Engage. A dedicated IIS web server shouuld not includde Engage Serrvices.
NOTE: Engage
N Record can rremain at Rele ease 3.6.1 forr example, bu
ut release 4.0
0 of the Engagge
Se
ervices must be installed tto extend Enggage for the W
Web Client.
The Engage Web C
Client uses the
e following se
ervices to com
mmunicate w
with the Engagge Server.
 TelStrat En
ngage Alarm SService
 TelStrat En
ngage Annotaation Service
 TelStrat En
ngage Configu
uration Servicce
 TelStrat En
ngage Dashbo
oard Service
 TelStrat En
ngage Downlo
oad Service
 TelStrat En
ngage Mass A
Archive Service
 TelStrat En
ngage Notificaation Service
 ngage Search Service
TelStrat En
 TelStrat En
ngage VoIP Co
onfiguration SService
4.4.1
1 Enable
e Net TCP Porrt Sharing Services
must be enabled or some oof the Engage Services cannot start.
Net TCP Port sharing services m
1. Click on Sttart » Adminiistrative Toolls » Services.
2. Locate Nett.Tcp Port Sha
aring, and right click to vieew Propertiess.
3. Select Starrtup Type as A
Automatic. Click OK. Startt service if neeeded.

4.4.2
2 Installation of SOA
A Services

1. From the EEngage install package, open the Engagge Services fo
older.
2. Execute th
he Engage Serrvices file. The installer wi ll appear. Clicck Next.
3. Select I acccept the term
ms in the Licen
nse Agreemeent. Click Nexxt.
4. Install the Engage Services in the deffault folder. CClick Next.
mplete for the
5. Select Com e Setup Type. Click Next.
all and Finish when installled. It may taake several m
6. Click Insta minutes to in
nstall and start the
Engage Services.
NOTE: Two ad
N ditional services will be installed with tthe Web Clien
nt Install Wizaard—Search
Se
ervice and Do
ownload Servvice.
5 Web
b Server Installation
The Engage Web C
Client requiress the followin
ng before thee installation o
of the Web Client on the W
Web
Server:
 Microsoft .NET Framew work 4.0 or greater must b e installed prrior to the settup of IIS. If IIS was
installed first then uninstall/reinstall IIS or requesst the TelStraat Support teaam provide th he
Aspnet_re egiis.exe file iff uninstalling is not an opttion.
 Microsoft IIS Web Serve er 2012, 2008
8 or 2003 wit h IIS Server R
Roles has the CGI Setting
enabled. Iff the CGI setting was not set on the IIS SServer Roles screen, then an error messsage
will appear requesting iit be turned o
on when the W Web Client iss installed.
 SQL versio
on 2008 or newer is installe
ed in order too create the W
Web applicatiion database..

 Engage SO
OA Services re
elease 4.0.0.6 or newer aree installed on the Engage rrecording server
so the Web Client can ccommunicatee with Engagee Record.
5.1 Enable Application and
d IIS Server Roles
Install the Web Server Roles on the desired sserver—eitheer the Engagee recording seerver or a
dedicated web serrver.
NOTE: An Enga
N age Unity servver directly frrom TelStrat w
will also requ
uire the Appliccation Serverr
Role.
5.1.1
1 For Windows 2008 and 2012
To insstall a Web IISS Server usingg Windows 20
012 or 2008:
1. Click Start » Administra
ative Tools » Server Manaager.
2. Check to see if the Web
b IIS Server haas already be en installed u
under the leftt window pan
ne,
expand Server Manageer » Roles.
a. For a new server, cliick Add Roless in the right ppane to install Web Serverr (IIS).
b. If Web Server (IIS) iss already instaalled, then rigght click on W
Web Server (IIIS) in the left pane
and clicck Add Roles to verify all o ocument are already seleccted.
of the roles lissted in this do
Click Reemove Roles for IIS Serverr to remove a ny unnecessaary roles.
3. From the A
Add Roles Wizzard window,, select Next.

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

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

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

c. Check T
TCP Port Sharring

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

d. Under SSecurity, veriffy that Windo
ows Authenticcation and Reequest Filterin
ng are checkeed.
e. Under M
Managementt Tools, verifyy that IIS Mannagement Connsole, IIS Man
nagement Scrripts
and Too
ols, and Management Servvice are checkked.
f. Under IIIS6 Managem
ment Compattibility, check the IIS 6 Mettabase Comp
patibility, IIS 6
6
WMII C
Compatibilityy, and IIS6 Scrripting Tools ccheckboxes.

8. Click Next,, then click In
nstall at the C
Confirm Installlation Selectioons pane.
9. Click Close
e when the installation hass succeeded aand Close thee Server Mana
ager.
NOTE: File Ser
N o be turned on so that Winndows can manage storage and faster ffile
vices can also
se
earching. If de
esired, make sure the File Server role iss turned on.
5.1.2
2 For Windows 7
On a W
Windows 7 Professional W
Workstation:
1. Click Start » Control Pa
anel » Program
ms » Program
ms & Featurees. In the left menu, click TTurn
Windows FFeatures on a and off.
2. Under Wo orld Wide Web Services » A Application D Developmentt Features, turn on or checck the
following rroles: ASP.NEET, CGI, .NET EExtensibility, ISAPI Extenssions and ISAPI Filters
checkboxees.
3. Under Inteernet Informa ation Servicess » Web Mannagement Too ols » IIS 6 Maanagement
Compatibiility , turn on or check the following rolles: IIS 6 Scrip
pting Tools, IIIS 6 WMI
Compatibiility, IIS Meta
abase and IIS 6 configuratition compatib bility, IIS Man
nagement
Console, IIIS Managemeent Scripts an nd Tools and IIS Managem ment Service ccheckboxes.
4. Under Com
mmon HTTP FFeatures, turn n on or checkk the following roles: Default Documen
nt,
HTTP Errorrs, HTTP Rediirection and SStatic Contennt checkboxess.
5. Under Heaalth and Diag
gnostics, turn on or check tthe followingg roles: HTTP Logging, Req
quest
Monitor, T
Tracing checkkboxes.
6. Under Security, turn onn or check the
e following rooles: Window
ws Authentica
ation and Req
quest
Filtering checkboxes.
7. When com
mpleted, reboot the serverr.

5.2 Windows Au
W uthentication to SQL SServer
Web C
Client accesse
es the followiing SQL datab
bases using e ither SQL Autthentication o
or Windows
Authe
entication:
 Web Client database (tyypically Engagge)
 Engage Record Call Cache Database (typically SreecordingCachee)
 Engage Record Mass Storage Databaases
Usingg SQL Authenttication, the SSQL administrrator creates a SQL login aand passwordd on the SQL sserver
for W
Web 2.0. Typiccally this acco
ount is given SSysAdmin perrmissions. Thhis SQL logon ID and passw
word
are prrogrammed in nto the Web Client so it caan authenticaate with SQL. This is the siimpler metho
od to
deplo
oy.
With Windows Autthentication aaccess to a reemote SQL seerver, the SQLL administrato
or must creatte a
SQL lo
ogin for the w ote the $ after the
web server in the followingg format: <doomain>\Serveername$ (No
server name).
With Windows Autthentication aaccess to a lo ocal SQL serveer, the SQL ad
dministrator ccan create a SSQL
login for the web sserver as abovve, or they caan use the Neetwork Servicee login. The Network Servvice
login can only be u
used if the Weeb Client and SQL are on t he same servver.
5.2.1 Remote SQ
QL Server
1. In the Obje New  Login
ect Explorer, right click on Security and then select N n and the follo
owing
pop‐up window will app pear:

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

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

o Select the databases that the W must access including C
Web Client m Config,
SrecordingCCache and an
ny mass archivve databasess that get added later.
o Select db_o
owner.
4. Select OK tto save the user.
5.2.2 Local SQL SServer
1. In the Obje New  Login
ect Explorer, right click on Security and then select N n and the follo
owing
pop‐up window will app pear:

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

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

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

o Select any databases that
t the We b Client musst access such as the En
ngage
database or the SrecorddingCache as wwell as any MMass Storage d databases.
o Select db_o
owner.

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

e. Click Te
est Connectio
on to make su
ure the SQL Caache Databasse is accessible. Click Nextt.
f. If a secure Web URLL is desired, se elect Enable H
HTTPS and atttach the SSL certificate. Iff no
SSL certificate is avaailable, click N
Next to bypas s this screen..
6. Click Install to install th
he Web user interface. Clicck Finish when complete.
7. In the Webb Client folder, a READMEE file may conttain additionaal Web Clientt installation
instruction
ns for known bug fixes. Folllow any instrructions in the Notes.
1
5.3.1 Folderr Permissionss
Whenn the first Web Client instaance is installe
ed on an IIS w
web server, yo ou must set tthe folder
permissions or playing back calls will result in File not Fouund error messsage. After making this
changge a logoff and log back onnto Web Clien nt is required or an Internaal Server Error message wiill
appeaar.
This iss required forr all deployme
ents. To provvide IIS full peermissions for attachmentts on the web
b
server:
1. Using Windows Explore
er, navigate to
o c:\inetpub\\wwwroot
2. Right‐clickk on Propertiees.
3. De‐select tthe Read Onlyy check box.
4. Click Applyy.
5. Apply to all sub‐folders.
he Security tab.
6. Click on th
7. Click Edit.
8. Click Add.
9. Enter Auth
henticated Ussers or the ap
ppropriate grooup of users iif customer ITT is available.
0. Click OK.
10

11. While high
hlighting Authenticated Users,
U click o n all checkbo
oxes, click A
Apply, OK, an
nd OK
again.
12
2. If prompte
ed, select App
ply Changes tto this folder, subfolders and files.
6 Postt‐Installatio
on Configu
uration
Installation is not ccompleted un nstallation Coonfigurations are completeed. The follow
ntil the Post In wing
appliccation(s) will require configguration after Engage has been installeed:
 Engage Server: Apply Licenses, creatte service acccounts, map V
VoIP ports, seetup service
accounts aand setup SMTP for email alerts.
 SQL Server or Database
e on Engage SServer: Adjusst the maximu
um server meemory limits,
change reccovery modell and auto clo
ose settings.
 Web Clien
nt: Setup Recoording and Arrchiving Scheddules, Users aand User Rolees, Associated
d
resources or groups succh as Tenantss, Agent Nam es and IDs, D
Dialed Numbeers, Mobility U Users,
etc.
 Windows Authenticatio on: If utilizingg Microsoft A
Active Directory Single Sign
n On for logins to
the Engage e Server, the Engage Web Client, the Enngage SQL daatabases or th he Engage JAV VA
client addiitional configu
uration will b be required.
6.1 Engage Serrver Configuration
This p
process will re
equire a restaart of the TelSStrat Voice Reecorder servicce that will bee service
mmends this configurationn should take place prior to any calls beeing
impaccting. TelStratt highly recom
recordded in a planned installation window.
NOTE: It is unn
N ommSrv at eaach step of the Communications Serverr
necessary to rrestart the Co
co
onfiguration ffor changes to take effect.. All configuraation settingss can be madee and then reeset
he server at the end to min
th nimize downttime.
6.1.1
1 Apply Licensing
There
e are two wayys to receive licenses for Engage:
 Software‐bbased License
e: The Soft Do
ongle is simp ly a vendor to
o customer (V
V2C) file with
h the
License Ke
ey and the number of licen
nses per recorrding type and Engage feature.
 USB Dongle: The USB D Device provide ed by TelStra t is inserted iinto USB slot of the Engage
Recording Server. If upggrades or add
ditional licensses are requirred TelStrat w
will send a
software‐b
based license. TelStrat is phasing out thhe USB Devicee.
At the
e end of the installation off the Engage SServer, a licennse request w
was generated
d and email tto
TelStrrat. If this wass not created, refer to REQ
QUIRED C OMMMUNICATIONS S ERVER C ONFIG
GURATION secction
of thiss document.

When
n the license iis received, ap
pply the Softw
ware‐based liicense to Enggage
1. Save the V
V2C file in a lo
ocation accesssible to the Enngage Serverr.
2. Open Starrt » TelStrat EEngage » Servver Configuraation and click on the Licen
nse tab.
3. Click Applyy License Keyy button.
window will appear. Navigaate to the V2 C file. Click O
4. An Open w Open.
5. When the Applied V2C file successfu
ully window aappears. Clickk OK.
Generate Fing
6. Press the G gerprint button again to ggenerate a Fin
nal version.
a. The Savve As window ompany’s name followed by “‐
w will appear. Name the fil e using the co
Final”. (Example: “A
ABCCompanyEEngageLicensse–Final.c2v”))
b. Navigatte to a locatio
on that is easily accessible and that willl allow for em
mailing to TelSStrat.
Click Sa
ave As.
c. Click OK
K when the C
Customer to V
Vendor (C2V) file is created
d successfullyy.
7. Email the C2V file to regkeys@TelStrat.com.
NOTE: This Fin
N nal version of the Soft Licen
nse will be ussed to generaate any futuree license key
updates such aas seat counts and/or main ntenance rennewal expiratiion dates.
6.1.2
2 VoIP C
Configuration
n
If usin
ng one of the following PBX integrations, the VoIP Enngine must be configured::
 CM, IP Office, BCM, CS1000
Avaya AAC 0
 Broadsoft//SIPREC
 Cisco TAPI
 ess
Generic SIP/Cisco Expre
 Microsoft Lync
 Mitel
 ShoreTel
 Siemens
To settup VoIP Configuration, reefer to the resspective SYSTEEM INTEGRATI ON GUIDE forr detailed
configguration instrructions:
1. Open Starrt » TelStrat EEngage » VoIP
P Engine Conf
nfiguration.
2. In the CTI O
Option field in the left corner, select thhe recording m
method for th
he Engage
Deployment. Fields willl change on th he page whenn a new recorrding method d is selected. Refer

to the resp
pective SYSTEM INTEGRATIO
ON G UIDE for d
detailed instrructions on co
onfiguration. The
options are:
Also known aas Avaya Blue Meridian Lin
a. Nortel MLS Server: A nk Services for the CS 1000
0.
he MLS Serveer Name and Port. Other cconfigurationss are optionaal.
Input th
b. Cisco TA
TAPI Server: In
nput the IPCC
C/CTI Servers for the ACD aand the User ID and passw
word.
Other cconfigurations for on‐demand recordin g and Extensiion Mobility ccan be setup on
this scrreen.
c. Cisco Exxpress (SCCP//SIP): Also ussed for Generric SIP Trunk d
deployments. Input the
IPCC/CTI Servers forr the ACD and d the User ID and passworrd. Other Ciscco configuratiions
for on‐d
demand reco ording and Exttension Mobiility can be seetup on this screen.
d. BCM CT Avaya Blue BCCM. Input thee Name and IIP address of the
TE Server: Alsso known as A
Server.
e. Avaya TTSAPI Server: Input the Ap
pplication Enaablement Serrvices (AES) SServer name, the
TSAPI IID and the Log
gin and Passwword. Other cconfiguration
ns are optionaal.
f. ShoreTel TAPI Serve
er: Input the EECC IP addresss and Port Nu
umber.
g. Genesyys CTI Server: Input the Serrver Name, PPort Name an
nd App Name with ports.
h. Avaya TTAPI Server: A
Adjust the Span Config if nnecessary.
3. Enter each DN) by right cclicking in the DN/Position ID Configura
h extension (D ation table theen
selecting A
Add.
4. When all e e entered, click OK.
extensions are
Refer to the WEB CLIENT RECORDDER ADMIN USER
S G UIDE for
r detailed info
ormation in reegards to add
ding
VoIP m
maps to portss through the
e Web Client.
6.1.3
3 Cache Purge Settin
ngs
The C
Cache tab can be configure ed to set the m
maximum num mber of dayss to retain thee .WAV files o
or to
store all .WAV filess or a portion
n of .WAV filess in a separatte location(s)..
To lim
mit the numbe
er of days the
e call cache SQ
QL voice recoordings are sto
ored on the EEngage Server:
1. On the Voiice Recording
g Database TTab of the Com mmunication Server windo ow, limit the
number off days recordiings are store
ed in the dataabase with the Xdays for C Call Records
checkbox. To retain call records for aas long as thee database haas storage spaace, do not ch
heck
this box.

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

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

b. To retaain call record
ds for as longg as the databbase has storaage space, typ
pe 0 in this teext
box.
3. If a Record
ding file redire
ect is required, call record ings with a sp
pecific string designated in
n the
Remarks 1 1 or 2 field of the cache dattabase may bbe redirected for storage in another folder.
a. File Ke
eep Flag: Type
e a Remarks ttext designat ed for the filees desired to keep in the text
or example, aall recordings with the worrd “Save” in tthe remarks ffield.
box. Fo
b. Folderr for Kept Flag
gs: Browse fo
or the folder llocation that will store theese .WAV filess. The
cache database will automatically point to thhis new locatio on.
e for the Systeem Partition R
4. Leave the default value Reserved Space. This valuee should only be
changed by a trained TeelStrat speciaalist.
5. Click OK.
6. Any changges to the Com
mmunication Server windoow require a restart; howeever it is
acceptable
e to make all changes prior to restartingg the server.
4
6.1.4 E‐Maill Alerts
Email alerts can be
e generated bby the Engage e Record systeem to notify rrecorder adm
ministrators off any
alarm
m events on thhe Engage serrver. The Engaage Record sooftware supp ports Simple M
Mail Transfer
Protocol (SMTP) seervice extensiion. In a smalll number of ddeployments such as BCM M and Norstarr
system
ms, this email configuratio
on can also emmail call recorrdings.
NOTE: TelStrat
N t highly recommmends that E‐mail settin gs be configu ured for the EEngage serverr.
Primarily emaiil alerts will notify the reco
order adminisstrator of anyy system issuees preventingg calls
frrom being reccorded.
To settup email alerts:
1. On the Em
mail Tab of thee Communica ation Server w
window, enterr the server n
name or IP
mails through.
address off the mail servver the Engagge system shoould send em
2. Enter the A
Authenticatio
on Method fo
or this mail seerver.
a. None: No login andd password arre required foor the mail server. This opttion is used iff the
mail se ot require autthentication. This method is not securee.
erver does no
b. CRAMM MD5: A userr ID and passw
word are requuired. This op
ption is the Ch
hallenger
Response Authentication Metho od (CRAM) ussing the Messsage‐Digest 5 (MD5) algorithm.
This m
method is stan
ndards‐based and secure.
c. AUTH Login: A userr ID and passw word are requuired. This op orted by a number
ption is suppo
of SMTTP servers and clients. Thiss method is nnon‐standards based and is not secure.
d. LOGIN word are req uired. This op
N Plain: A user ID and passw ption is suppo
orted by
Outloook/Outlook Exxpress SMTP servers and cclients This m
method is stanndards‐based but
is not ssecure.

3. Click OK.
acceptable
5. An additional step will b during Web C lient Configuration, system
be required d m administrattors
must assiggn an email ad ddress to their Service Acccount to receiive alerts by eemail in the
Recorder AAdmin » Servvice Account ttab. Refer to tthe WEB CLIE NT RECORDER ADMIN GUIDEE for
detailed in
nstructions.
6. To alter the FROM addrress, update tthe emailfrom
maddress striing in the Reg
gistry Editor.
a. From tthe Start Men
nu, click Run.
b. Enter rregedit. Whe
en the Registrry Editor openns, type CTRL F to find “em
mailfromaddrress”.
c. Double
e click on Deffault, and edit the Value D
Data string.
5
6.1.5 Option
nal Configuraations
The CCommunicatio ons Server Co
onfiguration (SStart » TelStrrat Engage » Server Config guration) winndow
includ
des the follow
wing additionaal optional tabs and only aa few of thesee will be applicable for new
w
installations:
 Archiving: Location and
d authentication setup for Mass Archivee, DVD, or Legacy Archive.
 Misc: Call Duration Min
nimum Settinggs and CTI/Exxtension Mob bility settings.. Typically useeful
when colleecting Agent IID and call daata, recordingg outbound or Mobility useers.
 Security: SSecurity Proto
ocols and setttings for Engaage client authentication aand
security/encryption keyys. Refer to th
he ENGAGE EN NCRYPTION INSSTALLATION G UUIDE for addittional
instructionn.
 Soft Phone
e & CE Trackiing: Only usedd for Avaya CCS 1000 deplo oyments with the SoftPhon ne
feature on
n agent worksstations. Detaailed instructi ons are availaable from thee AVAYA CS 10
000
SYSTEM INTTEGRATION GUIDE
U .
 Screen Cap pture: Only used for Engagge Capture seerver deploym
ments. Detaileed instruction
ns are
available in
n the ENGAGEE CAPTURE INSTALLATION G U UIDE.
 Cluster: Tyypically used ffor clustered environmentts only. A certtified TelStratt specialist will be
needed for your installaation.
 System Re Upgrades onlyy. New installlations do nott require this tab.
eports: Typicaally used for U
 Live Monittor: Enable Live Monitorin ng and configuure dedicated
d IP address aand ports. .
Detailed in
nstructions arre available in
n the LIVE MO
ONITOR Q UICK S TART G UIDE ..
 Agent Scoring: Typicallyy used for Up
pgrades only. New installattions do not rrequire this taab.
 Batch Reco
ording: Typically used for Upgrades on ly. New installations do no
ot require this tab.

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

5.1
6.1.5 Archive Settings
If usin
ng a Mass Arcchive solutionn such as a Sto
orage Area N etwork (SAN)) or Network Attached Sto orage
(NAS)) or simply a ffolder on a se
erver with suffficient storagge, then no arrchiving confiiguration is
requirred on the Coommunication n Server. The No Archive sselection will be selected b by default in oorder
to takke advantage of the New M Mass Archive Generation 22 (G2) functio onality.
Mass Archive G2 iss setup using the Archive ttab in the Weeb Client Conffiguration. Engage’s Mass
Archivve G2 databases allow multiple archivees to be createed per call reecorder with ttheir own
retention policy—oon a schedulee or by storagge space availlability. Referr to the WEB CLIENT RECORDER
ADMIN NISTRATION GUIDE for detailed instructio
ons.
NOTE: Any ma
N ass archives crreated using tthe Communnication Serveer’s Mass Archhive option aare
co
onsidered Leggacy Mass Archives and caan only consisst of one dataabase per recorder. These
Le
egacy archive
es are being p
phased out an nd are now ussed only with upgrades.

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

3. Click OK.
acceptable
5. An additional step will b
be required d
during Web ClClient Configurration, system
m administrattors
must setupp the Web client to also acccess this DVD
D SQL databaase in the Reccorder Adminn »
Archive tab. Refer to th
he WEB CLIENTT RECORDER A DMINISTRATIO ON G UIDE for detailed
instruction
ns.

5.2
6.1.5 Call Durration Minimum and CTI cconfigurationn
The M
Misc. tab allowws certain datta to be confiigured regardding the recorrding. Typically for all
deplo
oyments, this tab is used to o define the m
minimum num mber of secon nds for a call to be recordeed.
Howeever, any CTI ccall information coming from the ACD, such as Agen nt IDs and Cisco Mobility ID Ds,
can allso be configu
ured at this taab.

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

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

6.1.5
5.3 Live Mo
onitor
If Live he SIP Server must be
e Monitoring of active callss is desired, SServer Configuuration and th
configgured with a d
dedicated IP address and ffirewall portss.
To configure live m
monitoring:
1. Open Starrt » TelStrat EEngage » SIP SServer Configguration. Clicck on Configu
ure in the men
nu
bar.
2. Enter the IIP address of the recording server.
3. Leave Threeads Per Proccessor at 1 and
d Port as 60660.
4. Enter the LLiveMonitor sservice accou
unt ID and passsword. Click OK and Exit.
5. Open Starrt » TelStrat EEngage » Servver Configuraation. On the Live Monitorr Tab of the
Communiccation Server window:
a. Check tthe Enable Livve Monitoringg checkbox.
b. Enter th
he IP addresss in the SIP Seerver Addresss textbox.
c. Enter th
he port numb
ber in the SIP Server Port ttextbox.

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

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

a. In the SSrecording Ca
ache Databasee Properties w
window, clickk on Files.
b. Locate the Srecordin
ngCacheLog LLogical Name in the table aand click on the button (…) in
the Auttogrowth colu
umn.
c. In Maxiimum File Size Limited to ((MB) textbox,, type 2048 fo
or a maximum
m of 2GB filess.
d. Click OK
K to save the size and Clickk OK again too save the SreecordingCachee changes.
8. Close out o
of SQL Serverr Managemen
nt Studio becaause all SQL cconfigurations are complete.
6.3 Service Acccounts
Servicce Accounts aallow access to the Engage
e Record serveer and are ussed for the following purpo
oses:
 The Web cclient requiress a Service Acccount to acc ess the call reecorder, and this is configu
ured
as part of tthe initial insttallation of th
he Web clientt (TelStrat insstallers use W
Web20)
 Live Monittoring requirees a Service A
Account, and tthis is configu
ured as part o
of the initial
recorder in
nstallation (Te
elStrat installers use LiveM
Monitor)
 Recorder A AVA client require a System
Administratorrs that would like to logonn using the JA m
Administraator Account to be able to logon directlly to Engage R
Record.

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

a. In the N
Name fields, iidentify the n
name of the syystem such as TelStrat Weeb.
b. In the U
User ID field, ttype a user ID
D for the Webb Account (su
uch as Web20
0) to identify tthe
type off system account.
c. The passsword will default to passsword
d. Check tthe System Administratorr box.
e. Click on
n the More In nfo button asssociated withh Alarms and then enter an n email
distribu
ution list used
d by your IT d
department too receive emaail alerts.
NOTE: TelStra
N at suggests the use of an email distributtion list that is already in u
use by your ITT
department raather than ind
dividual email accounts thaat can becom me obsolete as personnel
ch
hanges occur in your organnization.
f. Click Ad
dd.
5. If live mon
nitoring of calls is desired, create anoth er system useer account fo
or Live Monito
oring
(such as LiveMonitor). CClick Add.
6. Create a syystem user fo
or the Recorder Administraator. The adm
ministrator whho will be
managing the recorder will need a SSystem Adminnistrator accoount as well. Fill in the nam
me
with the addministrator’s name and uuser ID. Click A
Add.

7. When finisshed, click Exiit. Now the R
Recorder Admministrator cann login to thee Web client tto
configure iits communiccation with thhe recording sserver. The w
web address w will be
http://<DO
OMAIN>/<VirrDir>.
6.4 Web Clientt Configuraation
The WWeb client willl also need to
o be configured to commuunicate with EEngage as well as be configgured
to reccord certain pports or agentts at a particu
ular time. We b client confiiguration also
o will allow ussers
to be created. Detaailed instructtions of these processes arre available frrom the WEB CLIENT RECORRDER
ADMIN N USER G UIDE
E and the W EB
B CLIENT ADMINISTRATION U SER G UIDE.
6.4.1
1 Loggin
ng On for the First Time
If the Web Client w
was successfu
ully installed tthe following logon screen
n will appear:

1. For the first time logon
n, enter the ffollowing infoormation to aaccess the bu
uilt‐in user account
and select OK.
D: default
a. User ID
b. Passw
word: default
2. A prompt w
will appear to
o change the built‐in passw
word to someething other tthan default.
3. After chan
nging the password, logon
n with the new
w password.
4. An empty Playback Log
g will appear ssince no call rrecorder has been configu
ured yet.
2
6.4.2 Recom
mmended Con
nfiguration O
Order
TelStrrat recommen
nds configurin
ng the Web C
Client in the foollowing ordeer:

1. Setup – Pooints the Webb Client to the
e SQL Call Cacche database as well as provides the
security an or the Web Cliient. This connfiguration is detailed in th
nd settings fo he WEB CLIENTT
ADMINISTRRATION USER GUIDE.
2. Archive – P
Point the Web Client to the Storage Da tabases whetther it’s a Maass Storage deevice
or to a DVD drive. Retention settingss for the amoount of call reecordings storred on the
database ccan be configured here. Thhis configurattion is detaileed in the W EB CLIENT RECORRDER
ADMIN USEER GUIDE.
3. VoIP – Setup the type oof recording m
method requi red for the caalls to be reco
orded. Ports ccan
be mapped d to an IP adddress or MAC
C address if ussing any VoIP recording meethod. This
configuration is detailed in the WEB CLIENT RECORRDER ADMIN U SER GUIDE.
4. Ports – Settup any analo
og, digital or rradio methodd as well as asssign a namin
ng convention
n and
his configuration is detailedd in the W EB CLIENT RECORRDER ADMIN USER
license to each port. Th
GUIDE.
5. Agents – SSetup any Ageent Names an nd IDs to incluude with call rrecordings orr Engage Quality
Evaluation
ns. Agents cann also have th of sharing witth other agents on
heir own licennses instead o
the same pport. This con
nfiguration is detailed in thhe WEB CLIENTT ADMINISTRAATION USER GU UIDE .
6. Recorder G
Groups (optioonal) – If grou
uping ports, D
DNs or agentss is desired for recording
purposes, create a reco
order group. TThis configuraation is detailled in the WEEB CLIENT
7. Schedule R Recordings – Setup which resources (poorts, agents, eetc.) will be recorded and how
often (all, random or on
n demand). This configura tion is detaileed in the W EBB CLIENT RECO
ORDER
ADMIN USEER GUIDE.
8. User Roless – Assign perrmissions to aa general rolee such as Agen
nt, Supervisor or Local Adm
min
o easily manage users. Thiss configuratioon is detailed in the WEB CLIENT
in order to
9. Misc. Reso
ources (Groupps, Dialed Num
mbers, Mobillity Users) – CConfigure anyy Dialed Numbers,
Groups to playback calls and any mo hese configuraations are detailed
obility users aas needed. Th
in the WEBB CLIENT ADMIINISTRATION USER GUIDE.
0. Users – Create any userrs using User Role permisssions and Missc. Resources to provide acccess
10
to Engage features. This configuratio
on is detailed in the WEB C LIENT ADMINISTRATION USER
GUIDE.
6.5 Microsoft A
Active Dire
ectory Single Sign‐On
Engagge supports MMicrosoft Active Directory Single Sign‐O
On (SSO) integgration. Servicce accounts aand
use their own Windows use
users are able to u er ID and pas sword to logiin to any of th
he Engage
appliccations.
If desired, configurre Engage serrvers and clients for SSO:

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

a. Run the p Policy Editor for the Recoorder (Rungpedit.msc)
e Local Group
ons (Computeer Configurattion  Windo
b. Follow the path to SSecurity Optio ows Settings
Securitty Settings  Local Policiees  Securityy Options)
c. Find the policy for th
he Network SSecurity LAN M
Manager Authhentication Level. Right cllick to
show PProperties.
d. Set the dropdown to
o Send LM & NTLM – use N
NTLM v2 sesssion security if negotiated
d.
7. Click Applyy or OK to savve changes.
If Win
ndows Authen O will not workk, verify that the IIS Manager site autheentication is
ntication SSO
configgured as belo
ow:
 Under Deffault Websitee » Engage » A
Authenticatioon, enable Annonymous Au
uthentication and
leave the rrest disabled.
 ntegrated Seccurity » Authentication, enable Window
Under Deffault Websitee » TelStrat In ws
Authentica
ation and leavve the rest disabled.
If SSO
O will be used in the deployyment, Engagge password rrules will conform to Microsoft Window
ws
Active AD) password rules, which may include the followingg:
e Directory (A
 Minimum number of ch
haracters
 Strong passsword rules ssuch as upper case/lower case, special characters an
nd numerals
 Password aging/expiry criteria
WARNING: Sh
W ould the Micrrosoft Windo
ows passwordd be changed after activating Windows
In
ntegrated Seccurity, the Enggage passworrd does not a utomatically change.
7 Resttarting the
e Engage Se
erver
Whenn any changess have been m made to the EEngage Serverr Configuratio on, a restart o
of the Engagee
Server will be requ
uired. Additionally, these in
nstructions caan be used to
o safely restart/shut downn the
Engagge Server for maintenance e.
To saffely apply chaanges or shutt down the En
ngage Server:
1. If still in th
he Communica ations Server
r Configuratioon window, click Apply buttton to apply and
save all the e configuratio
on changes.

2. Close the C
Communicatiions Server Co
onfiguration w
window.
3. From the W
Windows desktop of the Engage Serverr, click Start »
» Settings » C
Control Panel l »
ative Tools » Services.
Administra
4. Locate the
e TelStrat Voicce Recording Server servicee. Right‐click and select Sttop.
5. It is now saafe to shut do
own or re‐boo
ot the server..
6. The TelStraat Voice Reco
ording Server service shoulld Start autom
matically wheen the server
boots or sttarts‐up again
n. To verify:
a. When tthe server reb
boots, the Services window
w will appearr. If it doesn’t appear, clickk on
Start » Administratiive Tools » Seervices.
b. Scroll d
down to TelStrat Voice Reccording Serverr, if the servicce is not startted select Sta
art.
8 Arch
hive Installation
8.1 Install Masss Storage D
Databases
Engagge’s Mass Arcchive Generattion 2 (G2) functionality al lows multiplee archives to be created peer call
recordder. Recordinng schedules ccan be set to archive seleccted calls to these destinattions. Each M
Mass
Archivve G2 destinaation can be ccreated with ttheir own rettention policyy—on a sched dule or by sto
orage
space
e availability. A
Any mass arcchives createdd using the Seerver Configuration utility are considereed
Legaccy Mass Archives and can o of one databa se per record
only consist o der.
To settup archiving with remote
e Mass Storagge devices:
1. Login to th
he Mass Storaage device.
2. Create a W
Windows Adm
ministrator serrvice accountt login for thee Engage reco
order.
a. From th
he Control Pa
anel » User Accounts » Maanage User A
Accounts, click Add.
b. Enter u
username and
d password fo
or the Engagee system to use.
3. Install a SQ
QL application
n and create aa new instancce. Refer to th
he MICROSOFT SQL
INSTALLATION section off this documeent for detaileed informatioon.
4. Assign a lo
ocation for the
e .WAV files iin the TelStraat Engage » SServer Configu
uration » Voiice
Recording g Database tab.
5. Install SQLL 2005 Backwards Compatiibility.
6. Configure SQL for TCP/IP.
e SQL service to apply the TCP/IP settinng.
7. Restart the
AV file locatio n’s Propertiees and providee the Engage
8. Right clickk on the folder for the .WA
service acccount with MModify/Read//Write access..

9. Login to th
he Engage reccording server. From the TTelStrat Engagge » Server C
Configuration
n »
Archive tab, select No A
Archive for M
Mass Archive GG2 functionallity.
a. To use the Legacy Archiving featuures where o nly one datab base per reco
order is desireed,
Mass Archivee. Enter the U
select M UNC path for tthe Mass Archhive Storage Location. Entter
the SQLL Server Auth
hentication ass well as the SSQL Server\In
nstance Namme.
10
0. Once Engaage and its we
eb client are iinstalled, folloow the proceedures in the W
WEB CLIENT
CONFIGURAATION section.
8.2 Install DVD
D Archiving Software
TelStrrat recommen nds that Masss Storage Devvices be used with Engagee to utilize thee full function
nality
of the
e Mass Archivve Generation
n 2 databasess and retentioon settings. If DVD archivin ng is desired, the
follow
wing drivers are compatible with Engage:
 WriteDVD! Driver for In
nternal DVD‐R
RAM drives
 GEARWorkks Driver for IInternal and EExternal DVD ‐R drives
To fo
ormat the DVD
D Disc in orde
er to archive ccalls:
1. Insert unfo
ormatted DVD
D into drive.
2. Format DV
VD to UDF 1.5
50 type.
a. Select tthe DVD drive
e (D:\) in the W
Windows Expplorer from th
he Engage reccorder. Rightt click
and select Format.
b. Select tthe Quick Forrmat radio bu
utton. Select fformat type aas UDF 1.50 then click Starrt.
3. Once form
mat is complette, open the A
Archiving Cennter and right click on the DVD Drive (D
D:\\).
Select Onliine.
4. The DVD status should change to eitther Empty, R
Record Ready,, Recording w
within 1‐2 min
nutes.
5. When DVD
D formatting iis complete, sstatus will chaange to Playbback Ready.
To change out the DVD Disc wh
hen full:
Archiving Cen
1. From the A nter, right clicck on the DVD
D Drive (D:\\)) and select Ej
Eject Media. C
Click
OK once th
he disk is ejeccted.
2. Right clickk again on the
e DVD Drive (D
D:\) and selecct Offline.
3. Remove olld DVD and re
eplace with new DVD.
4. Format new DVD as desscribed above
e.
DVD m management is possibly th he most critical administraative task in Engage Record
d systems thaat use
DVD aarchiving. Witthin the Engage Record system, System m Users with M Media Managger access and
System Administraators manage e DVDs througgh the Archiviing Center paane and Messsage Center p pane.
A file or index musst be maintainned to organize the DVDs ffor later use. Maintaining detailed reco
ords
of DV od call historyy. DVD managgement is dessigned for maaximum flexib
VD changes is critical to goo bility.

Any combination o of DVD drives can be used to record cal ls or to play b
back previoussly recorded ccalls
that aare no longer cached on th
he hard drive..
Key elements of th
he DVD conce
ept are:
 Calls that aare to be reco
orded are savved on the ha rd disk.
 When the call is terminated, it is wriitten to a DVD
D.
 drive is availaable for recorrding when a call terminates, the Engagge Record system
If no DVD d
e call (voice file) on a hard disk until a D
caches the DVD is availab
ble.
Set alarm thresholds to avoid data loss due tto the filling oof Call Cache storage. The eject button on
the front of the drive is disabled
d when a DVD
D is loaded annd is recordin ng “only”. This is to avoid aan
inadvertent ejectio
on prior to the system creaating and rec ording the caall record on tthe disk.
9 Prep
paring User Stations
The fo
ollowing brow
wsers are reco with this releaase of the Weeb user interface:
ommended w
 Internet Exxplorer 11 and above
 Google Chrome
 Mozilla Firrefox
The fo
ollowing brow
wsers are sup
pported with tthis release oof the Web usser interface:
 Internet Exxplorer 10 and 9
 Safari (limited to playing back Audio
o recordings, nno screen cap
pture or live m
monitor supp
port)
The fo
ollowing brow
wsers are not recommended with this rrelease of thee Web user in
nterface:
 Internet Exxplorer 8 (Relleased March
h 9, 2009)
Playback of audio o
only call reco
ordings seamlessly plays baack in the Enggage Media P
Player within aany
browsser. Engage re
equires a Miccrosoft‐based
d ActiveX playyer for the folllowing:
 Live Monittor Audio
 Live Monittor Audio & V
Video
 Playback SScreen Capturre (Audio & V
Video)
 Download Movie (Scree
en Capture)
The fo
ollowing sections describee how to instaall the Active XX player for Internet Explo
orer, Google
Chromme and Mozilla Firefox.
9.1 Internet Exxplorer
Manyy of the featurres in the Enggage Web Clie
ent require Siilverlight. Thee Engage Web
b Client requiires
Silverlight 5.1 or hiigher.

NOTE: Window
N ws 7 PCs typically include Silverlight buut it may need
d to be upgraded to versio
on
5.1.
9.1.1
1 Installing Silverligh
ht
1. At the initiial login from the client woorkstation to the Engage sserver, the user may be
prompted to download d and install Silverlight.
2. Install the Silverlight file provided in
n the Pre‐Reqss & Tools fold
der.
3. Once this p
process has ccompleted, clo
ose and restaart Internet Exxplorer.
4. Navigate to Tools » Inteernet Optionss » Security t ab, click on TTrusted sites iicon and then
n the
Sites butto
on.
5. Enter the W
Web Client’s URL based onn the followinng format http
tps://ServerN
Name/Virtuall
Directory N
Name (such aas https://enggwizard08/teelstrat) and click Add.

9.1.2
2 Enable
e Active X Controls
1. From the TTools » Intern
net Options »
» Security tabb, click the Cusstom Level button to applly the
following ssettings.
a. Under tthe ActiveX co
ontrols and p
plug‐ins headiing:
o Enable Allo
ow ActiveX Filtering
o Enable Automatic prompting for ActiiveX controls
o Enable Dow
wnload signed
d ActiveX conntrols
o Enable Only allow appro
oved domainss to use ActivveX without p
prompt
o Enable Run
n ActiveX conttrols and plugg‐ins
o Enable Script ActiveX co
ontrols markeed safe for scrripting
2. Click OK an
nd click Yes to
o confirm the
e change in seettings.
9.1.3
3 Windo
ows Authentiication Settin
ngs
If the user will be u
using Window
ws Authenticaation to accesss Engage:

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

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

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

6. Add the Enngage Web Cllient URL pluss /Utils/Audioo* to the Autto URL box. For example:
http://enggwizard08/engage/Utils/Au udio*
a. Locate the URL Dom
main and Virtu
ual Directory ffor the Engagge Web Clientt.
(http:///<DOMAIN>/<VirDir>)
of a call or plaayback a screeen captured call.
o Attempt a llive monitor o
o At the top o
of the new window, selectt the URL up tto Utils.
o Copy this to
o paste into tthe Auto URL box.
b. Append
d the Web Cliient URL with
h /Utils/Audioo*
c. Click Ad
dd.
NSTALL Q UICK S TART G UIDE FOR
Additional troubleshooting instructions are aavailable in thhe ACTIVE X IN
GOOGGLE CHROME document.
9.3 Mozilla Firefox
using a Mozillla Firefox bro
owser to acce ss Engage, ann Active X plug‐in called IE Tab
will be
e required. Th ozilla Firefox,, but when th
his plug‐in allows the userr to browse p rimarily in Mo he
ActiveeX player is used it will app
pear in an Internet Exploreer pop‐up winndow.
A Mozilla Firefox IEE Tab plug‐in is available frrom the Moziilla Add‐ons p
page for no ch
harge.
1. From a Firefox browserr, click the Ad
dd‐Ons menu..

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

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

5. Click the R
Restart Now b
button or closse/reopen Firrefox.
6. Configure the IE Tab 2 o
options by rigght clicking onn the IE Tab iccon or go
oing to Tools » IE
Tab Optionns.

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

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

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

f. Repeatt for all three uris Preference Names listted.
g. Restartt Firefox.
NSTALL Q UICK S TART G UIDE FOR
Additional troubleshooting instructions are aavailable in thhe ACTIVE X IN
MOZILLLA FIREFOX document.
10 Testing Checkllist
10.1 Verify Enga
age is installed properrly.
1. Login to th
he Engage We eb Client to ve
erify that thee databases an
nd the record
ding softwaree are
connectingg to the Engage Server.
10.2 Verify Licenses
1. Once logge
ed into the En
ngage JAVA C
Client, go to SServer » Licen
nse Managem
ment.

2. The Engage Serial Number will be att the top and a chart will list all the poteential licensees that
are availab
ble in the Enggage system. Double chec k the numberr of licenses ffor each featu ure
e Engage feattures that were purchasedd.
against the
10.3 Verify Enga
age is Reco
ording
1. Configure a Recording SSchedule thatt includes thee phone to test the recording on. TelSttrat
installers aalso use a thirrd‐party call ssimulation sofftware appliccation.
2. Make a tesst call to the p
phone within
n the recordinng schedule.
3. Open the WWeb Client an nd the JAVA CClient to see iif the call wass logged successfully. If on
ne or
both of the
e clients did n
not receive th
he call succes sfully, contacct the TelStratt Support Teaam.
10.4 Verify Ema
ail Alerts are being sen
nt
1. Navigate to Recorder AAdmin  Even
nts tab and thhen select thee Test Email icon to verify a
test email can be sent.
10.5 Verify Enga
age Service
es are Starte
ed and are the correcct version.
1. From the W
Windows desktop of the Engage Serverr, click Start »
» Settings » C
Control Panel l »
ative Tools » Services.
Administra
2. Scroll dow
wn to TelStrat Voice Record
ding Server, if the service iss not started select Start.
3. Also verifyy that all othe
er services are
e Started.
a. .Net TC
CP Port Sharin
ng
b. SQL Serrver (Instance
eName)
c. TelStrat Centralized Error Service
e
d. TelStrat Engage Alarrm Service
e. TelStrat Engage Ann
notation Serviice
f. nfiguration Service
TelStrat Engage Con
g. TelStrat Engage Dashboard Servicce
wnload Servicce
h. TelStrat Engage Dow
i. TelStrat Engage Masss Archive Serrvice
j. TelStrat Engage Notification Servvice
k. TelStrat Engage Search Service
l. TelStrat Engage VoIP
P Configuratio
on Service
m. TelStrat SIP Server
e
n. TelStrat VoIP Engine

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

5. Trace Logss must be Enaabled
10.6 Troublesho
ooting
Refer to the WEB CLIENT T ROUBLLESHOOTING GUIDE for add itional inform
mation.
11 Adm
ministrator Best Practtices
A consistent recordding solution is heavily dependent on tthe data used d to build the system. To
provid
de the highesst level of servvice availabiliity the system
m needs the ffollowing info
ormation, as
accurate as possible, for each loocation.
6. A complete list of physiical phones th
hat need to bbe recorded a nd their asso
ociated work
station
N configured for recordingg on the basee phone1
a. Any DN


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

Example:
DN To DN
N to
Descriptio
on Devicce ID Record Record2 PC Name
Sam Smith
h 24B6
657458CBF 6056735 555 5106 CONSWS1
1CP072
Wash Kurttz NUK9
9194 6056736 253 5107 KCMOLNO
OC02
Nurse
Station2 24B6
657458C0B NFSCMDLLINE01

7. If Extensio
on Mobility is in use enter e
each mobilityy user ID that will be recorrded with thee
following
mobility DN th
a. Each m hat is set to A he Engage reccorder profilee 1
Automatic Reccording for th
b. The Mobility Names are not required for recoording but they allow for ssimple search
hing
and an
n added convenience for aapplication ussers
Example
Mobility Mobiility Mobility
User Namee Mobility DN
N DN2
FWA0246
6 Zoë Burns 11908812344 80171155428
Malcolm
AFW1564
4 Cruz 11809945677 80171156325
Deebra
AFS1523 James 11990881244 80171152345

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


a. The Aggent Names aare not requirred for recordding but they allow for sim
mple searchingg and
an add
ded convenience for appliccation users
b. Agent quality must be assigned by agent if peerforming evaaluations for non‐call relatted
activities
Example:
ACD Agent Aggent Engage
ID Naame Quality
Zoey Burns 7803
34612 Yes
Malcom
Kruz 4564
46968 Yes
Debra
James 377
77666 Yes

The m mation accurate.
most difficult ttask for any EEngage Recording administtrator is to keeep the inform
ong communication channel with the ITT team is esseential. Makingg sure changees are done in
A stro n
conjunction with the recording system will aassure a high consistency in your Engagge Call Record ding
solution.
dministrator n
An ad needs to keepp current on aany data or haardware chan
nge that could
d affect the
system
m’s ability to record. A few
w examples of these changges are:
 Phone Rep
placements re
esulting in a d
different MACC
 Add or Rem mobility devicce profile 1
move Recorded DN for a m
 Add or Rem base phone1
move Recorded DN on a b
 ements that rresult in a chaange of the PCC Name
PC Replace
 Recycling A
Agent ID for aa new agent
 Add a mob
bility device p ecorded DNs1
profile with re
 Add a workstation to Sccreen Capture
e
 Add a phone to record
 Add an age
ent that is reccorded

1
Advaanced Learningg will remove the need for maanual synchronnization per DN
N


Example: Phone an
nd Computer Records
DN To
D DN to
Descrription Device ID Record Record2 PC
C Name
Sam Smith 24B657458CB
BF 6056
6735555 5106 CONSW
WS1CP072
Wash
h Kurtz NUK9194 6056
6736253 5107 KCMO
OLNOC02
Nuurse
Stattion2 24B657458C0
0B NFSCM
MDLINE01
Nuurse
Stattion5 24BS3DS32C
CS NDSLLESIMS12
Bre
eak
Room 68SDZS234K
KL 5018
5

Example: Extension Mobility an
nd ACD Agent Users

Mobility Mobility
M M
Mobility ACD Agen
nt A
Agent
Use
er Name Mobility DN DN2 ID N
Name
FWA0
0246 Zoë Burns
Z 11908812
234 80117155428 Zoë Burn
ns 780
034612
Malcolm
M Malcolm
m
AFW1
1564 Cruz 11809945
567 80117156325 Cruz 456
646968
Debra Debra
80117152345
AFS1523 James 11990881
124 James 377
77666
Joe
m
Ahlstrom 511
164278
AES1294 Chris Maxx 11358954
443 80117156548
Larry
AFE3924 Chestnut
C 11099254
415 80117158457


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5.2.1 Remote SQL Server ................................................................................ .................................................... 35

a. Under C Client, click on the dropdo own menu ne xt to Window ws Desktop A Application an nd

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