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Management
Server Installation Guide Version 10.5
First Published: June 18, 2014
Last Updated: June 30, 2014
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Server Installation Guide
2014-2015 Cisco Systems, Inc. All rights reserved.
Contents
Introduction
System Requirements
8
10
10
System Environment
10
Event Timestamps
11
Operating Environment
11
11
12
13
15
16
18
19
Storage Calculator
19
Bandwidth Usage
20
20
21
Determining RequiredRAM
22
23
23
Desktop Requirements
24
Firewall Requirements
Planning Ahead
Pre-Installation Checklists
Preparing a Site for Installing Quality Management Checklist
24
26
26
26
30
32
Deployment Checklists
32
32
34
35
36
Testing Checklist
36
38
38
38
38
38
39
39
40
40
41
41
42
42
SNMP Requirements
43
Active Directory
43
43
44
44
Cisco Unified CM
45
45
JTAPI User
47
48
49
49
50
52
Proxy Host
53
53
53
Cluster Recording
54
Recordings Folder
54
Configured Devices
54
54
Integration Configuration
55
55
Integration Configuration
55
CDR Configuration
56
Recording Methods
56
56
56
56
Resiliency Options
57
Point-based Scoring
57
57
58
Upgrading
58
60
60
60
64
65
65
66
68
69
76
77
77
Stopping the Sync Service Before Upgrading the Unified CCX Database
77
78
79
80
80
82
Requirements
82
83
84
85
86
86
89
89
90
91
98
99
100
100
102
102
104
105
106
108
108
108
109
Documentation
110
Introduction
This document explains how to install Cisco Unified Workforce Optimization Quality
Management 10.5 on a server in a Cisco Unified CCX environment.
For information on:
n
Understanding the Quality Management system, the Unified CCX environment, architecture, components, capture and recording methods, and resiliency options, see the
Integration Guide.
Deploying applications on the client desktop, see the Client Desktop Application Deployment Guide.
System Requirements
This topic lists the system requirements for Quality Management. Read this information
carefully and ensure your system environment meets all requirements before you install Quality
Management.
System Environment
Quality Management has been verified in the following environments:
n
Unified CM
10.6
10.5
10.0
10.0(x), 9.1(2)
9.0
10
System Requirements
Event Timestamps
Many features within Quality Management rely on timestamps of events to properly associate
data with the correct person or call. Quality Management requires that all servers running
Cisco software are configured to use the same Network Time Protocol (NTP) server as Cisco
Unified Contact Manager. Windows Time Service is one method that can be used for this
purpose.
The agent's timestamp for a call depends on where the call is recorded.
n
Desktop RecordingThe call is recorded on the agent's desktop so the timestamp and
time zone for the call will be associated the agent's desktop.
Voice Record serverThe call is recorded on a Voice Record server so the timestamp
and time zone for the call will be associated with the Voice Record server. If the agent is
in one time zone and the Voice Record server is in another timezone, the timestamp and
time zone for the call will be associated with the Voice Record server. If you have multiple Voice Record servers and they are in different time zones, the timestamp and time
zone used will be based on where each Voice Record server is located.
Operating Environment
This section provides requirements for your operating environment.
Note: Since Quality Management does not have direct version/update dependencies, it
is permissible to apply updates to the server operating system as recommended by
Microsoft .
11
System Requirements
Monitor server
Reconciliation services
To determine the server hardware requirements for the following servers, determine the
server size based on capacity and then use the following table to determine the requirements for that server.
l
The Quality Management server scalability is dependent on the number of processing threads.
Note: The number of processor cores in your system can be determined by viewing the
Performance tab in Windows Task Managerthere is one CPUHistory Usage graph
for every processor core. Note that some types of processors are hyperthreaded,
meaning that each physical core is presented as two processor cores. This results in
twice the number of processor cores displayed in Windows Task Manager.
Server requirements
Ultra
Specifications
Processor Cores
Large
Medium
Small
Server Server
Server
Server
24
12
System Requirements
Ultra
Specifications
Large
Medium
Small
Server Server
Server
Server
24
2
GHz
2
GHz
2 GHz
2
GHz
16
429
143
143
143
40
40
40
40
Memory (GB)
Minimum input/output operations per
second (IOPS)
System Storage (GB) for Operating System and Quality Management
The minimum processor recommendations for Intel are Xeon Processor E3 or higher running
above 2 GHz or Xeon Processor 5502 on up. You must enable hyper threading for Intel
processors.
The minimum processor recommendation for AMD is Opteron Processor 3000 or higher.
Use the capacity guidelines in the following table to determine the temporary Voice Record
Server capacity requirements for a single server configuration.
13
System Requirements
Voice Record Server capacity guidelines
Recording
Format
SPX
16-bit WAV
8-bit WAV
All Recording
Formats
Specifications
Ultra
Large
Medium
Small
Server
Server
Server
Server
500
125
100
100
Concurrent Users
1000
300
125
50
6000
6000
3000
1200
Concurrent Users
1000
1000
500
200
2000
2000
2000
1000
Concurrent Users
1000
1000
1000
500
429
143
143
143
Minimum IOPS
The temporary recording location on a Voice Record Server (that is, the recordings
folder) must be located on disk other than the Operating System disk where Quality Management is installed. Write caching on the disk where recordings are stored must be
enabled.
EXAMPLE 1: If you are using the SPX recording format and you have 432 concurrent
agents in a single server configuration, you need an ultra server. There is no resiliency
with a single ultra server. If you want resiliency, add another ultra server.
EXAMPLE 2: If you are using the SPXrecording format and have 132 concurrent
agents in a single server configuration, you can use one large server. There is no
resiliency with a single large server. If you want resiliency, add another large server.
14
System Requirements
Large
Medium Small
5000
2000
1000
500
5000
2500
1250
600
500
150
60
25
When determining your base server requirements, remember the following points:
n
The most desirable configuration uses a large, medium, or small server. Use an ultra
server only when the number of named users exceed 2000 and you cannot use multiple
smaller servers.
The capacity guidelines shown above assume all services required for a single server
configuration are installed on the base server, including Base Services, Database
Services, the signaling service, and Site Upload Server. You can choose to off-load the
Database Services, signaling service, and Site Upload Server to other servers to
improve capacity for a specific service.
Example:Install the signaling service or the Site Upload Server on another
server.
15
System Requirements
n
If you install the CTIservice and the MediaSense Subscription service on the same
server you have to either double your concurrent user number or halve your capacity.
The number of minutes that will be recorded every day is the product of three numbers: the
number of agents being recorded, the average call length, and the average number of calls that
are recorded for each agent per day.
To estimate the amount of disk storage required for your system, use the following formulas:
16
System Requirements
Amount
Formula
Voice recording
storage (MB)
SPX
8-bit WAV
16-bit WAV
Keep in mind that the criteria that determine which contacts are recorded and how long
recordings are kept depends on the purpose of the recording. If you are recording for
compliance purposes, only the audio portion of a contact is recorded, and the recording might
be retained for as long as 7 years. If you are recording for quality management purposes,
contact centers can choose to record either audio only or both audio and video. In either case,
only some of the contacts will be recorded, and recordings will be kept for much shorter periods
of time, such as 30 or 60 days. The retention time for recordings is set withing the Quality and
Archive workflows.
Voice and screen recordings can occupy a great deal of hard disk drive space on the server
that hosts the recording file storage location.
To protect the recording file storage location from running out of the free space required for
normal operations and to prevent crashes, Quality Management:
17
System Requirements
n
Sends warning alerts through MANA when free disk space falls below 10 GB.
Halts recording when the available hard drive disk space fall below 2 GB. The audio
recordings remain on the recording service and the screen recordings remain on the client PC until you free up disk space on the storage location.
All recording client (endpoint and server) provide a report when disk threshold is below
minimum and causes recording to stop. The Record Server will additionally provide full disk
space information and recording capacity in the response to the MANA status request.
Determining Hard Disk Space Requirements
All recordings are converted from raw files to SPX when the call ends and then stored in the
Recordings folder. They are then uploaded to the recording storage location at End of Day
(EOD).
You need to determine your hard disk space requirements for the Voice Record server. The
formula used to determine hard disk space requirements, in GB, for a single server
configuration is as follows:
A + B + (C D)
where:
A = Service installations and logs (The value is 40 GB.)
B = Database (The value is 100 GB and includes both database and transaction logs.)
C = GB
n
For SPXthe value is .5 GB for voice recording only or 1 GB for voice and screen
recording
For 8-bit WAVthe value is 2 GB for voice recording only or 2.5 GB for voice and screen
recording
For 16-bit WAVthe value is 6 GB for voice recording only or 6.5 GB for voice and
screen recording
D = Number of agents
Note: Values C and D are only required if you are using an on-board Voice Record
server.
18
System Requirements
The formula used to determine hard disk space requirements for each off-board Voice Record
server configuration is as follows:
A + (C D)
Example: 40 + (0.5 300) = 190 GB
The recording storage requirements specify the amount of disk space required per recorded
user for caching the recordings prior to their eventual upload to the Quality Management
server. The recordings are stored on the same server where the services are installed.
NOTE:The recordings must be stored on a local drive. You can only specify a network
drive if your are using a virtual machine.
Storage Calculator
The Quality Management Storage Calculator Storage Server Sizing Spreadsheet provides a
storage calculator you can use to determine your storage requirements. This spreadsheet is
available on the Calabrio Portal at:
http://portal.calabrio.com
19
System Requirements
Bandwidth Usage
Cisco supports 30 KB per second bandwidth for screen recording and playback.
The following table displays the transfer bitrate by recording format.
Recording
Format
SPX
8-bit WAV
16-bitWAV
Format
8000 Hz 8-bit
PCM
8000 Hz 16-bit
PCM
Transfer
Bitrate
64 kbits/s
128 kbits/s
KB/Minute
469 KB
938 KB
WAV-8
WAV-16
File Transfer
Type
WAV-16
For additional information on bandwidth usage, see "IP Call Bandwidth Usage" in the Cisco
Unified Contact Center Express Solution Reference Network Design on the Cisco website
(www.cisco.com).
Note: Since Quality Management does not have direct version/update dependencies, it
is permissible to apply updates to the SQLServer as recommended by Microsoft .
20
System Requirements
21
System Requirements
per core. The Quality Management server scalability is dependent on the number or
processing threads, so the number of recommended cores for AMD are doubled when
compared to Intel. Operating System and Hardware Requirements for a Server provides a
breakdown of processors, cores, and threads.
Microsoft SQL Server requirements
Specifications
Total Saved
Contacts
Microsoft SQL
Server Edition
Width
Dedicated Memory
for Microsoft SQL
Server
Ultra
Large
Medium
Small
12+
million
4-12
million
500K-4
million
< 500K
Enterprise or
Standard
Enterprise or
Standard
Standard
Express
64 bit
64 bit
64 bit
64 bit
12 GB RAM1
8 GB RAM
6 GB RAM
2 GB RAM
Yes
Yes
Yes
No
Note: Microsoft SQL Server caches pages so as the available RAM increases, the
frequency required by Microsoft SQL Server to access the disk decreases and
performance will improve. For large deployments, it is recommended that you monitor
usage and performance along with the Performance Monitor (PerfMon) to appropriately
size your Microsoft SQL server over time.
Apply Microsoft SQL Server updates as recommended by Microsoft. Quality Management
does not have Microsoft dependencies.
Determining RequiredRAM
If your saved contacts exceed 12 million, use the following formula to determine the required
RAM:
1See Determining Required RAM if the number of saved contacts exceed 12 million.
22
System Requirements
A 2 = B
where:
A = Number of Million Contacts Saved
B = Number of Gigabytes RAM
Example: 110 2 = 55 GB RAM
This example assumes you have 110 million Contacts Saved and requires an off-board
Microsoft SQL Server with a minimum of 16 CPU cores and Microsoft SQL Server with 64-bit
to meet Microsoft SQL Server memory requirements.
23
System Requirements
Management services. You can restart services for Quality Management by restarting
the appropriate signaling service or running a service restart script.
It is recommended that you use the following settings to reduce the possibility of performance
issues when running Quality Management on virtual machines:
n
LimitsGuarantees that a VMdoes not consume more than a specified resource limit
If you are using VM in a VMware environment, install the Quality Management application in its
own computing environment that is not shared with multiple hosts.
Desktop Requirements
The desktop requirements are provided in the Desktop Requirements Guide.
Firewall Requirements
The firewall requirements are provided in the Firewall Configuration Guide.
24
Planning Ahead
Quality Management works with a variety of operating systems, software, and Automatic Call
Distributors (ACD). Deployment planning is required to ensure that the installation goes
smoothly.
Use the information provided here to prepare for Quality Management deployment and
installation activities.
Pre-Installation Checklists
Use the pre-installation checklists to gather configuration information and prepare the servers
before you install Quality Management. The pre-installation checklists are as follows:
n
Step
1
Task
Notes
Done?
26
Planning Ahead
Steps
Step
2
Task
Notes
Done?
27
Step
3
Step
4
Planning Ahead
Steps
Step
5
Task
Notes
Done?
28
Planning Ahead
Steps
Step
6
Task
Notes
Done?
Step
7
Local administrator
Set permission to run
services
29
Step
8
Step
9
Planning Ahead
Steps
Task
Notes
Step
10
Step
12
Step
13
Done?
Step
1
Task
Associate phones
with the JTAPI user.
Notes
Done?
30
Planning Ahead
Steps
Step
2
Task
Configure Network
Recording (optional).
Notes
Done?
Step
3
PC Port
31
Planning Ahead
Steps
Step
4
Task
Notes
Done?
This worksheet is only required for Cisco MediaSense Recording, Network Recording, or Server
Recording.
This worksheet is available through the Cisco
Implementation Services Help Desk or
portal.calabrio.com.
Notes Done?
Deployment Checklists
Use the deployment checklists when installing Quality Management and running the System
Configuration Setup tool. The deployment checklists are as follows:
n
Configuration Checklist
Testing Checklist
32
Planning Ahead
Steps
Step
1
Task
Notes
Done?
Step
2
Step
3
33
Step
4
Step
5
Monitor server
Planning Ahead
Steps
Step
6
Task
Notes
Done?
Step
1
Step
2
Task
Configure users.
Configure groups.
Notes
Done?
Assign roles
License users
Create groups
Assign teams
Assign managers
Step
3
Step
4
Step
5
34
Planning Ahead
Steps
Task
Notes
Step
6
Configure workflows.
Step
7
Step
8
Done?
Step
1
Task
Notes
35
Step
2
Step
3
Install the Desktop Recording service on all PCs that require audio
recording or screen recording.
Step
4
Done?
Planning Ahead
Task
Notes
Done?
Step
1
Step
2
Configure custom
metadata.
Step
3
Configure Silence
and Talk Over
events.
Step
4
Step
5
Testing Checklist
Log in to Unified Workforce Optimization and use the following checklist to verify Quality
Management is running correctly.
36
Planning Ahead
Steps
37
Task
Notes
Step
1
Step
2
Step
3
Step
4
Monitor an active call using the Live Monitoring application (Network Recording
only).
Step
5
Run a report.
Step
6
Export a recording.
Done?
The hostname for the server must not contain underscores if you are using Microsoft
Internet Explorer to access the Unified Workforce Optimization Container.
Cisco only supports the US English locale on the servers operating system.
If a web service is installed on the server, make sure it does not use TCP ports 80, 443,
and 7001. These ports are used by the Jetty service. See "Quality Management Jetty
Component" in the Firewall Configuration Guide for more information.
38
Default Instance
Named Instance. If you choose this option, specify the named instance.
Under Start Services at the End of Setup, highlight SQL Server and SQL Browser. By
default, the SQL Browser Service is set to be started manually, not automatically.
Note: If you are using an instance name and not the default instance, you must
set the SQL Browser Service to start automatically after you install Microsoft SQL
Server.
39
When entering the password, clear the Enforce Password Policy check box and choose
English as the default language.
Note: The Quality Management database uses the English date format. If you
assign a language other than English to the SQL Server user the language might
use a different date format, causing Screen Recording DB errors and Sync
errors. The Microsoft SQL Server user must use English as the default language.
For new installations and upgrades, choose the dbcreator check box from the list
of server roles. This user is the db_owner of the SQMDB database.
For day-to-day database activities, choose the following check boxes from the list
of server roles: db_datareader, db_datawriter, and db_owner.
Note: If you are upgrading from Microsoft SQL Server 2000 to Microsoft
SQL Server 2008 on an existing Quality Management system, also select
the db_datareader and db_datawriter server roles.
40
Check Data Integritychecks the structural integrity of the data. It verifies the database
is not corrupt.
Rebuild Indexesrecreates the indexes with a new fill factor which determines the
amount of empty space left in the indexes for future rows.
Update Statisticsperforms sampling of the data in the database to optimize tables and
indexes so they can be used more efficiently, increasing performance for the distribution
of data in the tables.
Important: Do not select the Shrink Database check box when creating a
maintenance plan as it might degrade performance in the SQMDB database until
it reaches equilibrium where DB Cleaner is removing the same number of
records as are being added in a normal day. This does not occur until the system
has been running for at least the longest retention time (or 13 months, whichever
comes last). Until this point, the database must be allowed to grow.
You can add backups to this schedule if its appropriate to your business needs. If you have
specific requirements for backup, you should probably set up a different maintenance plan that
runs on a different schedule.
Example: Running backups three times a week.
See the Microsoft SQL Server documentation for instructions on creating a maintenance plan.
41
If you are using a default instance, no changes are required for the SQL Server Browser
service.
If you are using a named instance, you need to start the SQL Server Browser service in
the Windows Services utility by changing the properties for the service from Manual to
Automatic.
Note: If the database uses a named instance, sqlbrowser.exe needs to be
running and added to the exception list in the firewall. If you are using the default
instance (that is, the Instance Name field in QM Databases is empty), you do not
need to add sqlbrowser.exe to the firewall exception list. See Adding Firewall
Exclusions by Program for more information.
SQL Profiler is not included in the Express Edition. Ciscos ability to troubleshoot
performance issues will be limited.
42
SNMP Requirements
n
The logged in user must have Administrator privilege or be part of the Administrators
group
Active Directory
Use Active Directory with Quality Management to:
n
Allow users to use their existing Windows user name and password to access Quality
Management. Using the Windows user name and password eliminates the problem of
remembering and maintaining a separate user name and password.
Enforce password security policies, in a single instance across one or more domains.
Example:Security policies like complexity level or duration.
If your system uses Active Directory, the System Configuration Setup tool prompts you to
provide domain information for Active Directory.
When a user logs into Unified Workforce Optimization, Quality Management collects the users
username and password. If you configure Quality Management for Active Directory, it sends
the login information to the domains Active Directory server for authentication. When the
Quality Management server receives the authentication results, it accepts or rejects the users
access based on the authentication results.
43
Base DN
Domain nameyou can locate the Active Directory Domain Name on the machine
running Active Directory by right-clicking Active Directory Users and Computers in
Administrative Tools, right-clicking the domain folder, and then choosing Properties.
Port
Admin groupa list of Active Directory users who will be allowed to log into Quality
Management Administrator and Unified Workforce Optimization as an administrator.
User recordsfor recorded users (agents) and users who will log into Quality
Management Administrator and Unified Workforce Optimization as an administrator.
The Quality Management server must be on the same domain as the end users who log
in to Workforce Optimization.
If you are using Citrix, set up a recording security group within your Active Directory. A
recording security group reduces the number of connections to the server.
The Quality Management server must be able to access the Active Directory server for
user authentication using the port number specified in the Domain Information dialog
box in the System Configuration Setup tool. See Active Directory in the Administrator
User Guide for more information.
Jetty service
44
Cisco Unified CM
Install Cisco Unified CM per the Cisco documentation.
Follow these guidelines when installing Cisco Unified CM:
n
Create a user in Cisco Unified CM and assign the Administrative XML Layer (AXL) User
group to the user. The Quality Management administrator uses this user when:
l
Configuring the SOAP AXL Access and subscriber information in the Cisco
Unified CM window
Loading the JTAPI jar during System Configuration Setup (PostInstall.exe)
Finding devices on the VoIP Devices window in Quality Management
Administrator
45
Steps
Step 1
Configuration Steps
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
46
Steps
Configuration Steps
Step 8
See SIP Profile Setup in the Cisco Unified Communications Manager Administration Guide.
step 9
See SIP Profile Setup in the Cisco Unified Communications Manager Administration Guide.
Step 10
Step 11
Step 12
JTAPI User
Quality Management requires that you configure a JTAPI user for Unified CM. This JTAPI user
will be used by the Recording CTI service and CUBE SIP CTI service to log in to Unified CM.
The JTAPI username and password will be required when you configure Quality Management
for Unified CM.
Note: If you are configuring Quality Management for Gateway Recording or Cisco
MediaSense Recording, you only need a JTAPI user if you intend to record screen.
To add a JTAPI user for Unified CM, see the Adding a New User section in the Cisco Unified
JTAPI Developers Guide for Cisco Unified Communications Manager. This document is
available on the Cisco website (www.cisco.com).
When you configure the JTAPI user, consider the following guidelines:
47
Quality Management can share the same JTAPI user with other applications.
Example: Unified CCX and Cisco Agent Desktop can share the same
JTAPIuser.
Assign all devices that you want to record to the JTAPI user.
Assign the Standard CTI Enabled group to the JTAPI user. You also need to assign the
Standard CTI Allow Call Monitoring group to the JTAPI user. Live Monitoring requires
the permissions provided by this group.
The hostnames specified for Quality Management must be resolvable by the clients that
need to connect to it.
Note: The clients do not need to be part of the domain.
The client desktop must be able to connect to the server using the hostname.
If the client is using desktop recording, the client must be able to connect to the following
hosts:
Site Upload server (Upload Controller service, Jetty service, and Media webapp)
48
Chinese (China)
Chinese (Taiwan)
Japanese
Korean
Russian
2. Restart the base server. The server might automatically restart after you install the
fonts.
3. Open Windows Explorer and go to C:\Windows\Fonts. The Fonts window appears.
49
50
51
Upgrades from all other versions are indirect as per the upgrade paths shown in the following
table.
Upgrade path
From version
Instructions
8.5(1)
Before you upgrade, consult the Release Notes for Cisco Unified Workforce Optimization
Quality Management for any last minute changes to the upgrade procedure.
To upgrade from a previous version, choose one of the options in the following table, and then
complete the upgrade in the following order:
1. Complete the steps in Upgrading.
Important: The system you are upgrading to must be running a 64-bit Windows
Server. Upgrading from a 32-bit Windows Server is not supported.
2. Upgrade the client desktop applications. See "Upgrading the Client Desktop
Applications" in the Client Desktop Application Deployment Guide for more information.
52
Proxy Host
When upgrading the Desktop Recording service or the Recording Thin Client software to the
latest version, the Proxy Host might be missing. To restore the Proxy Host, locate the Quality
Management in Programs and Features, right-click the Quality Management, choose Repair,
and follow the prompts.
53
The workflow is used to determine which screen recordings are uploaded. This reduces
network usage by only moving the screen recording once for upload, not twice (stream
and upload).
The Recording CTI service now sends screen recording start/stop signals to either the
Desktop Record server or the Screen Record (Thin Client Recording) server.
Cisco Unified CM SIP is now configured to be sent to the signaling service instead of the
Voice Record servers.
The contact reconciliation and workflow are used to determine which screen recordings
are uploaded. This reduces network usage by only moving the screen recording once for
upload, not twice (stream and upload).
For Agent Recording and Gateway Recording: a Voice Record server can only connect to one
site.
Cluster Recording
When upgrading from 9.0(1) or earlier, you must associate each Voice Record server with a
unique Recording Cluster.
Recordings Folder
When upgrading from 9.0(1) or earlier, the recordings in the daily and staging folders under
C:\Program Files\QM\Recordings are moved, renamed, and uploaded. The daily and staging
folders are then removed. Future recordings are stored in the Recordings folder until they are
uploaded.
Configured Devices
When upgrading from 9.0(1), any devices configured for Cisco MediaSense and/or CUBE in
the VoIP Devices window are removed. The devices do not require additional configuration for
Cisco MediaSense and CUBE.
54
Integration Configuration
When upgrading from 9.0(1), note that the following buttons have been moved from the
Monitoring and Notification window to the Enterprise Settings window in System Configuration
Setup (PostInstall.exe) and System Configuration:
n
SMTP Configuration
SNMP Configuration
The CDR Configuration button moved to UnifiedCM under Telephony Groups in System
Configuration Setup (PostInstall.exe) and System Configuration.
If you configured a distribution list for an SMTP configuration in 9.0(1), you must create a new
distribution list when you upgrade.
Integration Configuration
When upgrading from 9.0(1), note that the following buttons have been moved from the
Monitoring and Notification window to the Enterprise Settings window in System Configuration
Setup (PostInstall.exe) and System Configuration:
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SMTP Configuration
SNMP Configuration
The CDR Configuration button moved to UnifiedCM under Telephony Groups in System
Configuration Setup (PostInstall.exe) and System Configuration.
If you configured a distribution list for an SMTP configuration in 9.0(1), you must create a new
distribution list when you upgrade.
55
CDR Configuration
When upgrading from 10.0(1), note that the CDRConfiguration button moved to UnifiedCM
under Telephony Groups in System Configuration Setup (PostInstall.exe) and System
Configuration.
Recording Methods
When upgrading from 10.0(1), the Recording Types section was moved to the
Capture/Recording Methods (In-depth View) section of the Quality Management Integration
Guide.
56
Resiliency Options
When upgrading from 10.5(1), the Redundancy Options for Quality Management section was
to "Resiliency Options" and moved to the Cisco Unified Workforce Optimization Quality
Management Integration Guide.
Point-based Scoring
Starting with 10.x, point-based scoring is option when creating evaluation forms. Existing
evaluation forms that use percentage-based scoring are still supported, and that type of
scoring remains an option when creating evaluation forms.
57
Upgrading
Use the following task to upgrade from Quality Management 8.9 or 9.x(x) to 10.5.
58
Do This:
Install a
single server
configuration
60
Base Services
Database Services
Encoding Services
Optional: Recording Servicesthis service can reside on the base server or the
Voice Record server
CTIServices
CUBESIPCTIServices
ReconciliationServices
Optional: Monitoring ServicesThis service can reside on the base server or the
Monitor server
You can change the location where the services will be installed by clicking Change
and entering a new path.
Note: The default path is C:\Program Files\Cisco. If you need to change the
path, do not specify the root directory (for example, D:\ or E:\). Always include at
least one folder in the path (for example, D:\Cisco).
5. Click Next, and then click Install.
A window appears and displays the following statement:
61
62
Service release (SR)contains all patches for all bugs found and fixed since the base
release of the product. An SR is cumulative. So, if two SRs are issued against a base
release, the second SR contains all the fixes provided in the first SR and new fixes for
the current SR.
An SR contains fixes for the Quality Management server and/or client desktop. Always
install the SR on the Quality Management server. The Quality Management server uses
the Automated Update feature, when you enable this feature, to update the clients when
you install an SR on the Quality Management Base Services server.
You installeach SR separately and each SR appears in the Add/Remove Programs
window.Separate installation of SRs allows rollback to a previous state. If an SR is
server side only, the Add/Remove Program title includes "(Server only)."
Engineering special (ES)an installable component that addresses a specific bug fix
needed by one or more customers. An ES is cumulative. So, if two ESes are issued
against a base release, the second ES contains all the fixes provided in the first ES and
new fixes for the current ES. An ES can contain server and/or client fixes. Always install
an ES on the Quality Management base server for automatic update to work. An ES is
tied to a specific version of the base release and/or Service Release (SR). If the ES
contains no fixes for the client side, the Automated Update feature does not update the
clients.
You install each ES separately and each ES appears in the Add/Remove Programs
window. Separate installation of ESes allows rollback to a previous state. If an ES is
server side only, the Add/Remove Program title includes (Server only)."
Engineering test (ET)An installable component that contains the files needed to
assist developers when diagnosing a problem. An ET is intended for a limited scope test.
An ET can contain server and/or client files. Apply the ET on the servers or clients
desktops that you want to test. If the ET also contains client files, install the ET directly on
the client desktop. The ET does not work with the Automated Update feature.
64
Only one ET can exist on a system at a time. You cannot install an SR or ES until the ET
is removed.
When installing a major or minor upgrade on the client desktop, the ET, ESes, and SRs
are automatically removed.
All but the last ES or SR is uninstallable. The Remove button is disabled (hidden) for
older ESes or SRs.
When an ET, ES, or SR is uninstalled, the system returns to its previous state.
A reboot might be required if you uninstall an ET, ES, or SR. A message will appear if a
reboot is required.
Note: If you are prompted to reboot the machine to complete the removal of the
patch, click No. This reboot prematurely terminates background removal
activities. You can manually reboot the machine before you run Quality
Management.
65
66
67
You must run System Configuration Setup on the computer that hosts the Quality
Management server.
When you run System Configuration Setup for the first time it launches into Initial Mode.
When System Configuration Setup runs in Initial Mode:
l
You cannot move forward until you enter all required information.
System Configuration Setup saves the text that you entered when you click Next.
If a step fails, System Configuration Setup stays at the existing step until the step
succeeds or is canceled. The step attempts to run again every time you click Next.
Popup dialogs may prompt you for additional information when running in Initial
Mode. These popup dialogs provide additional task or tools you must run to fully
configure the system. Initial Mode disables the Tools menu. Any time you launch
System Configuration Setup thereafter, the System Configuration Setup tool is in
Update Mode. Update mode allows you to skip screens and jump around System
Configuration Setup. Update Mode enables the Tools menu.
System Configuration Setup does not display the same windows for each service
installation, but only those relevant to that service. You can see different steps
depending on your Quality Management configuration.
68
Provides toolstasks that typically occur during an installation or upgrade, you may
need to complete these tasks outside an installation or upgrade
For more information on the System Configuration Setup interface, see System
Configuration in the Administrator User Guide.
Complete as follows:
69
Window or
Dialog box
System Configuration
Setup
Complete as follows:
70
Window or
Dialog box
Complete as follows:
Installation Type
System Database
Database Exists
Database Loaded
Update IPAddress or
Hostname
71
Window or
Dialog box
Complete as follows:
Select an ACD
Choose an ACD from the Select an ACD drop-down list and then
click OK.
Choose Temporary
Encoding Storage
Location
Choose Temporary
Storage Location
Cisco Unified CC
Database
Telephony Group
72
Window or
Dialog box
Active Directory
Options
Complete as follows:
JTAPI Configured
Successfully
Enterprise Settings
License Validated
Successfully
Change Administrator
Password
73
Window or
Dialog box
Complete as follows:
Administrator Configuration
To promote one or more business administrators to system administrators, select the users with the Admin Role of None, click
Change Admin Role, and then click Yes.
Site Settings
Proxy Configuration
Gateway Administrator
74
Window or
Dialog box
Gateway Security
Complete as follows:
2. Select all check boxes under the Allowed column (the Special Permissions check box is disabled and cleared).
3. Complete step 1 and step 2 for each tab, and then click
OK.
System Configuration Setup validates the changes. If the changes
are incorrect, the Gateway Security dialog box appears again.
Correct your changes and try again.
75
Gateway Administrator
Add a distribution list, complete the fields, and then click Next.
Installation Complete
Window or
Dialog box
Status
Complete as follows:
Start Services
Click Yes.
The program starts the services for Quality Management. When
finished, the Services Started Successfully confirmation box
appears.
Status
76
Change the information through the System Configuration node in Quality Management
Administrator.
Start System Configuration Setup from the executable PostInstall.exe, located on each
server in C:\Program Files\Cisco\WFO_QM\bin.
Do not change the location of the Unified CCX database after initial setup. If you do, you
might be unable to access Quality Management historical data if the structure and
contents of the new database is not the same as that of the old database.
Stop the Sync Service and disable this service on startup to protect the Quality
Management database before you upgrade or rebuild the Unified CCX database.
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78
If you are running System Configuration Setup on the base server, choose the IP
address or hostname of the base server from the Local Services drop-down list,
and then click OK.
If you are running System Configuration Setup on a different server, choose the
IP address or hostname for the server from the Local Services drop-down list,
and then click OK.
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80
81
Managing Certificates
Quality Management supports HTTPS using a self-signed certificate. The self-signed
certificate is sufficient to encrypt the communication path between the Quality Management
server and the client browsers, however it has the following limitations:
n
Agents see a certificate error or security alert the first time they access Unified Workforce Optimization.
User security is not complete. Users are vulnerable to a man-in-the-middle attack (an active form of eavesdropping where private communication is controlled by a hacker).
You can update the certificate so that users are not required to accept self-signed certificates.
This prevents the possibility of man-in-the-middle attacks.
Important: For a deployment that includes multiple Unified Workforce Optimization
products, if every user connects to Unified Workforce Optimization on the Quality
Management base server, then you only need to update the certificate on that base
server.Follow the instructions in this section only if CAS is not connected to the Quality
Management base server and you want to use an HTTPSURL and a self-signed
certificate to access Unified Workforce Optimization.
Requirements
Follow these steps to update the Quality Management signed certificate. In order to perform
this procedure, you will need the following:
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82
Managing Certificates
83
Managing Certificates
If the users will access Unified Workforce Optimization using an IPaddress, use:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common
Files\QM\config\.keystore" -storepass C@labr1o -certreq
-alias jetty -file jetty.csr
This command generate a CSR for Quality Management.
If the users will access Unified Workforce Optimization using one or more
domain names, use:
84
Managing Certificates
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common
Files\QM\config\.keystore" -storepass C@labr1o -certreq
-alias jetty -file jetty.csr -ext
san=dns:<myDomain>,dns:<yourDomain>
For information on using IPaddresses in this instance, see Using an IP address
for a SAN in Internet Explorer.
Note: If you want to include multiple domains, use a comma to separate
each domain.
This command uses the keytool -ext option to specify multiple domain names.
Example: "C:\Program Files\Cisco\WFO_
QM\Java\bin\keytool.exe" -keystore "C:\Program
Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -certreq -alias jetty -file jetty.csr -ext
san=dns:qmcert.pdi.ld,dns:qmcert2.pdi.ld
The jetty.csr resides in the following location:
C:\Users\<username>
where <username> is the login name for the user with administrator rights.
85
Managing Certificates
However, Internet Explorer does not recognize IP addresses or host names and will display a
security error indicating a certificate mismatch.
To work around this limitation, you can specify the IPaddress or host name as a Domain Name
System(DNS) name using AD CS. See Certificates and Active Directory for more information.
Note:You cannot use keytool.exe to configure the IP address or host name as a DNS.
Most CAs do not allow this. Only ADCS allows your to specify an IP address or host
name as a DNS.
86
Managing Certificates
1. Log in to the Quality Management base server with administrator rights.
Note: You can use Remote Desktop Protocol (RDP) to access the base server
from your desktop.
2. From the command line on the base server, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Cisco\WFO_
QM\Java\lib\security\cacerts" -storepass changeit -list -v
This command lists the existing CA certificates that comes bundled with QM Java.
Note: If your CAappears in this list, you do not need to install it.
3. If your root certificate is not already installed, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common Files\QM\config\.keystore"
-storepass C@labr1o -importcert -trustcacerts -alias <CA
name> -file <CA name>.cer
where <CAname> is the name of the certificate.
Important: Always import the root certificate first.
4. Click Yes when the when the following prompt appears:
Trust this certificate?
This prompt appears because the certificate is self-signed (that is, the certificate is
issuer of the certificate is also the owner) and the keytool cannot follow the chain back
to a trusted root CA.
Step 3: Import intermediate certificates into the Quality Management keystore.
Note: You can skip this step if the Quality Management certificate was signed by the
root CA. If the Quality Management certificate was signed by an intermediate CA, then
all intermediate certificates in the chain back to the root certificate must be imported.
From the command line on the base server, enter the following command:
87
Managing Certificates
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -trustcacerts -alias <CA name> -file <CA
name>.cer
where <CAname> is the name of the certificate.
This command imports the intermediate certificates into the Quality Management keystore.
Step 4: Import the signed Quality Management certificate.
From the command line on the base server, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -alias jetty -file jetty.cer
This command imports the signed certificate into the Quality Management keystore.
Step 5: Restart the Jetty service.
On the Quality Management base server, use the Windows Services utility in the Control Panel
to restart the Jetty service.
Step 6: Import root and intermediate certificates into the client web browsers.
This step is not necessary in the following situations:
n
You are using Internet Explorer and an Active Directory CA where the Quality
Management base server and clients are all in the same Active Directory domain
To determine if you need to perform this step, start the client web browser and try to access
Unified Workforce Optimization using the following URL:
https://<base
server>/cwfo/apps/login.html?userLang=en&userTheme=
cisco&userCountry=
where <base server> is the host name or IP address of the server of the Quality Management
base server.
88
Managing Certificates
n
If you can connect without errors or requests to install certificates, you do not have to perform this step.
If you see a message indicating that the issuer of the certificate is not trusted, you need
to perform this step.
Best Practices: Chrome provides more descriptive error messages when updating
certificates. Use Chrome to troubleshoot certificate errors.
For more information about installing root and intermediate certificates on the client desktop,
see Installing Root and Intermediate Certificates on Client Desktops.
89
Managing Certificates
n
The ADCS for the root domain generates its own self-signed certificate. The issuer and
owner are the same. ADCS also signs the certificate for the intermediate certificate.
The intermediate ADCS signs the certificate for the Quality Management base server
and replaces the base server IP address with its own domain name in the Issuer field.
When all the certificates are signed, each certificate is linked to the previous certificate,
with the final or root certificate included in the web browser's trusted root certificate
store. This is known as a certificate chain. In this scenario, the web browser does not
generate certificate errors.
Root and intermediate certificates must be installed on both the Quality Management
base server and the web browser on each client machine.
90
Managing Certificates
91
Managing Certificates
1. Log in to the Active Directory server for the root ADCS.
Note: You can use Remote Desktop Protocol (RDP) to access the AD CS from
your desktop.
2. From Internet Explorer on the Active Directory server, enter the following URL:
http://<myRoot>/certsrv
where <myRoot> is the root domain's IPaddress or hosts name. The ADCS for this
domain is the root for this network.
Example: http://192.0.2.8/certsrv
3. Click Download a CACertificate, Certificate Chain, or CRL.
4. Select Base 64 encoded.
Note: Quality Management can only import Distinguished Base-64 encoded
X.509 formatted certificates. These certificates have the following extension:
CER.
5. Click Download the CA certificate and specify a descriptive name for the root
certificate.
Example: 192.0.2.8_root_x509.cer
See Microsoft Knowledge Base 555252 and Expired Quality Management Certificate
from AD CS for additional information.
Step 2: Download the intermediate certificates.
Note: You can skip this step if there are no intermediate certificates.
Perform this procedure for each intermediate certificate.
1. Log in to the Active Directory server for the intermediate ADCS.
2. From Internet Explorer on the Active Directory server, enter the following URL:
http://<myIntermediate>/certsrv
92
Managing Certificates
where <myIntermediate> is the intermediate domain's IPaddress or hosts name. The
ADCS for this domain where the Quality Management base server.
Example: http://192.0.2.21/certsrv
3. Click Download CA certificate, certificate chain, or CRL.
4. Click Download CA certificate and specify a descriptive name for the intermediate
certificate.
Example: 192.0.2.21_intermediate-cert_x509.cer
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Managing Certificates
----BEGINNEWCERTIFICATEREQUEST-------ENDNEWCERTIFICATEREQUEST
6. Select Web Server in the Certificate Template field.
7. To access the Quality Managementbase server using an host name or IP address,
type the host name or IPaddress as a Subject Alternative Name (SAN) in the
Attributes field. The format is as follows:
SAN:DNS=<myDomain or IP address>
where <myDomain or IPaddress> is the host name or IP address.
Note: If you want to more than one host name or IP address, use an ampersand
to separate each host name or IP address.
Important: Once you specify a host name as a SAN DNS attribute, you will lose
the ability to connect to the Quality Management base server using an IP
address.If you try connecting to the Quality Management base server using an
IP address, you will a security error indicating a certificate mismatch. If you want
to continue connecting to Quality Management base server using an IPaddress
in Internet Explorer, you need to also add the IP address as a SAN DNS
attribute to the Attributes field.
Example: SAN:DNS=my.domain.com&DNS=192.0.2.0
8. Click Submit.
9. Select Base 64 encoded and click Download certificate.
Note: Quality Management can only import Base-64 encoded X.509 formatted
certificates. These certificates have the following extension: CER.
10. When prompted, provide a descriptive file name for the certificate.
Example: jetty.csr
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Managing Certificates
11. Click Save As and specify where the file will be located.
12. Go to the location of the certificate and double-click the certificate file.
13. Select Certification Path tab, and verify the certification path is correct. It should include
the IP address of the Quality Management base server and the chain of certificates
back to the root CA (see graphic).
If the certification path is not correct, download the root and intermediate certificates
again from the correct ADCS domains.
If you added SANattributes, click the Details tab and verify the SAN attributes are
correct.
Note: The ADCS will fail silently if the SANattributes are not configured
properly.
See Expired Quality Management Certificate from AD CS for additional information.
Step 4: Import the root certificate into the Quality Management keystore.
1. Log in to the Quality Management base server with administrator rights.
Note: You can use Remote Desktop Protocol (RDP) to access the base server
from your desktop.
2. From the command line on the base server, enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Calabrio\WFO_
QM\Java\lib\security\cacerts" -storepass changeit -list -v
95
Managing Certificates
This command lists the existing CA root certificates that comes bundled with QM Java.
If your CA appears in this list, you do not have to proceed. If it is not in the list, continue
to the next step.
3. Enter the following command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" keystore "C:\Program Files\Common Files\QM\config\.keystore"
-storepass C@labr1o -importcert -trustcacerts -alias <CA
name> -file <CA name>.cer
where <CAname> is the certificate file name.
Important: Always import the root certificate first.
Example:"C:\Program Files\Cisco\WFO_
QM\Java\bin\keytool.exe" -keystore "C:\Program
Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -trustcacerts -alias 192.0.2.8_
root_x509 -file 192.0.2.8_root_x509.cer
4. Click Yes when the when the following prompt appears:
Trust this certificate?
This prompt appears because the certificate is self-signed (that is, the certificate is also
the owner) and the keytool cannot follow the chain back to a trusted root.
Step 5: Import intermediate certificates into the Quality Management keystore.
Note: You can skip this step if the Quality Management certificate was signed by the
root CA. If the Quality Management certificate was signed by an intermediate CA, then
all intermediate certificates in the chain back to the root must be imported.
From the command line on the Quality Management base server, enter the following
command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
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Managing Certificates
C@labr1o -importcert -trustcacerts -alias <CA name> -file <CA
name>.cer
where <CAname> is the certificate file name.
Step 6: Import the Quality Management Jetty certificate into the Quality Management
keystore.
From the command line on the Quality Management base server, enter the following
command:
"C:\Program Files\Cisco\WFO_QM\Java\bin\keytool.exe" -keystore
"C:\Program Files\Common Files\QM\config\.keystore" -storepass
C@labr1o -importcert -alias jetty -file jetty.cer
This command imports the signed Jetty certificate into the Quality Management keystore.
If the importation is successful, you will see the following message:
Certificate reply was installed in keystore.
Step 7: Restart the Jetty service.
On the Quality Management base server, use the Windows Services utility in the Control Panel
to restart the Jetty service.
Step 8: Import root and intermediate certificates into the client web browsers.
This step is not necessary in the following situations:
n
You are using Internet Explorer and an Active Directory CA where the Quality
Management base server and clients are all in the same Active Directory domain
To determine if you need to perform this step, start the client web browser and try to access
Unified Workforce Optimization using the following URL:
https://<base
server>/cwfo/apps/login.html?userLang=en&userTheme=
cisco&userCountry=
where <Quality Management server> is the host name or IP address of the server of the
Quality Management base server.
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Managing Certificates
n
If you can connect without errors or requests to install certificates, you do not have to perform this step.
If you see a message indicating that the issuer of the certificate is not trusted, you need
to perform this step.
Best Practices: Chrome provides more descriptive error messages when updating
certificates. Use Chrome to troubleshoot certificate errors.
For more information about installing root and intermediate certificates on the client desktop,
see Installing Root and Intermediate Certificates on Client Desktops.
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Managing Certificates
For the root certificate, choose Trusted Root Certificate Authorities store
5. Click Next and then Finish. When asked if you want to install the certificate, click Yes.
6. Click OK after the certificate is installed.
7. Click OK to dismiss the dialog box.
To verify that the certificates where installed correctly:
Open Internet Explorer and enter the following URL:
https://<base
server>/cwfo/aps/login.html?userLang=en&userTheme=
cisco&userCountry=
where <base server> is the host name or IP address of the server that hosts the Quality
Management base services.
If the certificates are correctly installed you should not see any security warnings. The URL
contains HTTPS and a Lock icon appears in the Address bar.
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100
102
104
105
106
108
DB Cleaner service
DB Proxy service
MANA service
Sync service
Monitor service
3. On the server that hosts the Quality Management database, launch and log in to
Microsoft SQL Server Management Studio.
a. Right-click the database name (SQMDB) under the Databases node.
A menu appears.
b. Choose Tasks > Restore > Database.
The Restore Database window appears.
c. Complete the fields and click OK.
4. Restart the services for Quality Management you stopped in step 2.
109
Documentation
Documentation
The following documents contain additional information about Quality Management.
n
Cisco Unified Workforce Optimization Quality Management Integration Guide for CAD
and Finesse
110
Index
base server
A
changing 78
batang.tcc 50
ACD database
upgrade rules 77
Active Directory 43
before installing 38
before installing QM 38
certificates 89
configuration guidelines 44
CAD 102
domain information 43
Calibri 50
capacity guidelines
single base server
configuration 15
Voice Record server 13
Administrator privilege 43
CDR Configuration 56
Administrators group 43
certificate error 82
Agent Recording 53
Asian languages 50
AXL 45
certificates
B
backup 108
Active Directory 89
commerical services 86
112
Index:Chinese HTTPS
managing 82
deployment checklists 32
requirements 82
Desktop Experience 38
Chinese 49-50
desktop requirements 24
E
environment 10
event timestamps 11
expired certificate
commercial service 89
Citrix 56
Expired certificate
Citrix server 100
AD CS 98
client applications 100
Extend Screen Recording 53
client desktop application 35
external storage 44, 80
client desktops
F
intermediate certificate 99
root certificate 99
FDQN 48
cluster recording 54
commercial services 86
firewall requirements 24
concurrent users 13
Configuration Setup 68
configured devices 54
Gateway Recording 53
CSR 84
D
database
restoring 109
generating certificates
AD CS 91
commercial service 86
H
upgrading 77
113
Default Instance 39
HTTPS 82
I
Informix JDBC Driver 55
man-in-the-middle attack 82
installing 60
managing certificates 82
installing a patch
guidelines 65
installing latest patch 65
Express Edition 41
installing patch 64
installing QM 26, 32, 35, 60
Express Edition
considerations 42
installing 39
installing services
maintenance plans 40
single server 60
requirements 20
intermediate certificate 99
roles 40
introduction 8
Standard Edition 41
Microsoft SQL Server Browser 41
IP address
limitations 85
guidelines 38
IP phone BIB 46
J
mingliu.tcc 50
Mixed Mode authentication 39
Japanese 49-50
MPEG4 video 38
Jetty service 44, 67, 80
N
JTAPI 45
JTAPI user 30, 47
K
Named Instance 39
named users 13
network policies 43
keytool.exe 82
Network Time Protocol (NTP) 11
Korean 49-50
O
L
ODBC Bridge 55
limits 24
operating environment 11
114
optional features 36
Russian 49-50
S
P
planning ahead 26
point-based scoring 57
security alert 82
Policy Modules 91
self-signed certificate 82
pre-installation checklists 26
preparing a site 26
Proxy Host 53
services
R
recording methods 56
Recording Thin Client
installing 100
recordings folder 54
references 110
removing 104
removing client desktop
application 105
Installation Wizard 60
shares 24
Signed Certificate
updating 83
SNMP requirements 43
SOAP AXL 45
SQL Browser Service 39
SQL Collations 39
storage calculator 19
supplemental language 49
reports logo 57
sync service
requirements
hard disk space 18
resiliency options 57
resource reservation 24
restore 108
roll back 66
stopping 77
system environment 10
system requirements 10
T
testing Quality Management 36
U
root certificate 99
Unicode font 49-50
115
116