Nortel Quality Monitoring Manuel utilisateur

Nortel Quality Monitoring

Installation Guide

Product Release 6.01 Standard 4.0 September 2007

297-2183-948

Nortel Quality Monitoring

Installation Guide

Publication number: 297-2183-948

Product release: 6.01

Document release: Standard 4.0

Date: September 2007

All materials provided herein are the exclusive property of Nortel Networks and its licensors.

Only expressly authorized individuals under obligations of confidentiality are permitted to

review materials in this document. By reviewing these materials, you agree to not disclose

these materials to any third party unless expressly authorized, and to protect the materials

as confidential and trade secret information. Any unauthorized review, retransmission,

dissemination or other use of these materials is strictly prohibited. If you are not authorized

to review these materials, please return these materials (and any copies) from where they

were obtained. All materials found herein are provided "AS IS" and without warranty of any

kind.Information is subject to change without notice.

Information is subject to change without notice. Nortel Networks reserves the right to make

changes in design or components as progress in engineering and manufacturing may

warrant.

The process of transmitting data and call messaging between the Nortel Quality Monitoring

server and the switch or the system is proprietary to Nortel Networks. Any other use of the

data and the transmission process is a violation of the user license unless specifically

authorized in writing by Nortel Networks prior to such use. Violations of the license by

alternative usage of any portion of this process or the related hardware constitutes grounds

for an immediate termination of the license and Nortel Networks reserves the right to seek

all allowable remedies for such breach.

Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.

All other trademarks are the property of their respective owners.

Installation Guide iv

Revision history

September 2007 Standard 4.0. Nortel Quality Monitoring Installation

Guide is up-issued for Product Release 6.01.

April 2007 Standard 3.0. Updates to hardware requirements in

Chapter 2, Getting Started.

March 2007 Standard 2.0. Nortel Quality Monitoring Installation

Guide is released.

November 2006 Standard 1.0. Nortel Quality Monitoring Installation

Guide is released.

July 2006 Nortel Quality Monitoring Installation Guide reformatted

according to Nortel guidelines.

Installation Guide v

Contents

Getting Started 7

Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11

Installation Overview 13

Nortel Quality Monitoring Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Component Co-residency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Installation Prerequisite Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Nortel Quality Monitoring Server Installation 25

Nortel Quality Monitoring Server Overview . . . . . . . . . . . . . . . . . . . . . . . 26

Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Installing the Server Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Creating the Nortel Quality Monitoring Database . . . . . . . . . . . . . . . . . . . 51

Final Steps for the Nortel Quality Monitoring Server Setup . . . . . . . . . . . 56

Upgrading to Release 6.01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Nortel Quality Monitoring Client Installation 65

Nortel Quality Monitoring Client Overview . . . . . . . . . . . . . . . . . . . . . . . 66

Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Installing the Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Populating the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Nortel Quality Monitoring Agent Installation 89

Nortel Quality Monitoring Agent Overview . . . . . . . . . . . . . . . . . . . . . . . 90

Before You Begin the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Installing the Agent Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Making Configuration Changes after Installation . . . . . . . . . . . . . . . . . . 102

Contents Standard 4.0

vi Nortel Quality Monitoring

Verifying the Installation 105

Basic test procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Quality Monitoring in a Citrix Environment 113

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Setting up the Quality Monitoring Client . . . . . . . . . . . . . . . . . . . . . . . . . 115

Setting Up the Nortel Quality Monitoring Agent . . . . . . . . . . . . . . . . . . . 118

Checking the Quality Monitoring Server Settings . . . . . . . . . . . . . . . . . . 120

Setting the Citrix Application Security Policy . . . . . . . . . . . . . . . . . . . . . 122

Problems and Resolutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Silent Agent Installation 129

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Properties for Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Quality Monitoring FAQs 147

Notification System 153

Feature Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Installation Guide 7

Chapter 1

Getting Started

In this chapter

Intended audience 8

How to get help 9

Software and documentation version numbering 11

Getting Started Standard 4.0

8 Nortel Quality Monitoring

Intended audience

The Nortel Quality Monitoring Installation Guide provides details of how to

install and configure the Nortel Quality Monitoring software.

This guide is designed to be used by professional services staff, business

partners, and system integrators.

Additional references

The following Nortel Quality Monitoring guides contain additional

information you may find helpful.

Administration Guide

Evaluations Guide

Graphing and Reporting Guide

Server Infrastructure Guide

September 2007 Getting Started

Installation Guide 9

How to get help

This section explains how to get help for Nortel products and services.

However, before contacting Nortel for support, consult the Troubleshooting

section of this guide.

Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was

released. To check for updates to the latest documentation for Nortel

Contact Recording and Quality Monitoring, click on the following link:

The Nortel page for Nortel Contact Recording and Quality Monitoring

documentation is located at http://www.nortel.com/helmsman.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel

Support Web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and

tools to address issues with Nortel products. From this site, you can:

download software and related tools

download technical documents, release notes, and product bulletins

sign up for automatic notification of new software and documentation

search the Support Web site and Nortel Knowledge Base for answers to

technical issues

open and manage technical support cases

Getting Started Standard 4.0

10 Nortel Quality Monitoring

Getting help over the phone from a Nortel Solutions Center

If you do not find the information your require on the Nortel Technical

Support Web site, and you have a Nortel support contract, you can also get

help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the Web site below to obtain the phone

number for your region:

http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing

Code

You can use an Express Routing Code (ERC) to more quickly route your

call to the appropriate support specialist. To locate the ERC for your

product or service, go to:

http://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a

distributor or authorized reseller, you can contact the technical support staff

for that distributor or reseller.

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