CUSTOMER EXPERIENCE BUSINESS SOLUTIONS GROUP

Metrobank Card Corporation

The MCC Center, 6778 Ayala Avenue, 1226 Makati City

INSTALLATION OF V15.1 SECURITY AND THIRD-PARTY UPDATE KIT 14

Method of Procedure
Version 2.0

Trends & Technologies, Inc.

20th Floor Trafalgar Plaza
105 H.V. Dela Costa Street, Salcedo Village
Makati City 1227 Philippines

Phone: +63 2 811 8181 Fax: +63 2 814 0130

www.trends.com.ph
 Installation of V15.1 Security and Third-Party Update Kit 14

DOCUMENT CONTROL

PROJECT INFORMATION
Client Name: Metrobank Card Corporation
Project Title: Installation of V15.1 Security and Third-Party Update Kit 14

DEVELOPMENT & QUALITY CONTROL

Name Remarks
Prepared by: Dhexter D. Villa
Reviewed by: Karthik Prasad

VERSION CONTROL
Version # Revised By Date Released Pages Affected Remarks / Changes Made
1.0 Dhexter Villa July 1, 2020 All Initial Release
System backup on actual
2.0 Karthik Prasad July 5, 2020 4 and 5 activity date. QM first before
Framework DB.

DISTRIBUTION LIST
Name Designation Company
Joseph S. Alhambra Sr. Telecoms and Data Center Support Officer Metrobank Card Corporation
Jonnel T. Ponesto Customer Care Technology Manager Trends
Jasmin Marie P. Sayo CxBSG Head Trends

DOCUMENT APPROVAL

Name Role/Designation Signature Date

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 Installation of V15.1 Security and Third-Party Update Kit 14

TABLE OF CONTENTS

DOCUMENT CONTROL.......................................................................................................................................... 1
PROJECT INFORMATION ................................................................................................................................ 2
DEVELOPMENT & QUALITY CONTROL........................................................................................................... 2
VERSION CONTROL ........................................................................................................................................ 2
DISTRIBUTION LIST ............................................................................................................................................ 2
DOCUMENT APPROVAL................................................................................................................................. 2
TABLE OF CONTENTS ............................................................................................................................................. 2
1 OVERVIEW ...................................................................................................................................................... 4
1.1 OBJECTIVE ............................................................................................................................................... 4
1.2 ACTIVITY DESCRIPTION ........................................................................................................................... 4
1.3 SERVICE IMPACT ..................................................................................................................................... 4
2 TASKS AND PROCEDURES .............................................................................................................................. 4
3 CONTINGENCY PLAN AND BACK-OFF PLAN ............................................................................................... 6

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 Installation of V15.1 Security and Third-Party Update Kit 14

1. OVERVIEW

1.1. OBJECTIVE

• This Methods of Procedure (MOP) is furnished to serve as

reference for the installation of V15.1 Security and Third-Party
Update Kit 14 to mitigate vulnerability of Verint Servers.

1.2. ACTIVITY DESCRIPTION

• Installation of Verint V15.1 Security and Third-Party Kit 14 on

the following servers:

• Framework Database & Reporting Server (SSRS)

• Recording & QM Database Server
• Application Server
• Recorder Server (6 servers)

1.3. SERVICE IMPACT

• Verint Portal will not be accessible for an estimate of 4.5 hours.

Recording on Verint Recorder Server will stopped during the
installation for approximately 1.5 hour per recorder.

2. TASK AND PROCEDURES

Item Activity Procedures Duration Impact Remarks

No.
1. Login to Verint Portal then go to
Enterprise Management >>
Enterprise Settings.
2. Select Enterprise (top-level of
the installation tree) then select
Enterprise Settings tab.
3. On the Enterprise Settings pane,
expand System Backup then Performed
File System check System Backup 1 hour per prior to
1 No Impact
Backup checkbox. Server actual
4. Enter backup destination in activity date
System Backup Path.
5. As administrator, from the
command line, run the following
command:
WBADMIN START
BACKUP

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 Installation of V15.1 Security and Third-Party Update Kit 14

Note: The destination folder should

be shared with full permissions to
Management Service Account.

Recorder
Servers:

1. Login to Recorder Manager as mvrntap01

administrator. mvrntap02
2. Go to System Management >> pvrntap01
Recorder Export/Import >> Export. pvrntap02
15 minutes
2 Configuration 3. Confirm the details and click No Impact pvrntap03
per server
Backup Export. pvrntap04

• Click Save then select desired May be

location. performed
prior to
actual
activity date
1. Login to each server as
All servers
administrator via Remote
Desktop.
May be
\Conf Folder 2. Go to 15 minutes
4 No Impact performed
Backup E:\Impact360\Software\Conf per server
prior to
actual
• Copy \Conf folder to a secured
activity date
location.
1. Login to SQL Management
For Database
Studio
Server:
2. From Object Explorer, connect
to an instance of the SQL Server
PVRNTDB01
Database Engine then expand
PVRNTDB02
5 SQL Backup the instance. 2 hours No Impact
3. Expand Databases, then right-
Performed
click the database to backup
one day
then go to Tasks >> Backup.
before the
activity.
• Click Ok.
Approx. 2 All servers
1. Copy V15.1 Security and Third- hours each
Copy V15.1
server, May be
Security and Party Update Kit 14 patch
6 depending No Impact performed
Third-Party installer to all server. on location prior to
Update Kit 14
and transfer actual
rate. activity date
On APP/DB Sequence of
1. Access Verint server via RDP
Server - Verint Installation:
using Service Account.
Portal and call
search query QM
2. Run Setup.exe as administrator
will not be Database
from the V15.1 Security and
V15.1 available.
Third-Party Update Kit 14
Security and 1.5 hour per
6 Package Installer. Framework
Third-Party server On Recorder
Database
Update Kit 14 Server -
3. In the setup Welcome window,
login the installation account recording of
calls will be Application
and select Remember My
Password then Apply. halted during
the restart Recorder (6
process. servers-

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 Installation of V15.1 Security and Third-Party Update Kit 14

4. Confirm that the repository installation

settings are updated with an can run in
account that has access to the parallel once
Kit storage location: APP and DB
server is
finished)
a. From the Installer menu, select
Tools > Repository Settings.
b. In the Repository Settings window,
type the Username
(domain short name and username)
and Password of a user with access
to the kit storage location, and click
OK.

5. In the Select Platform screen,

confirm the Group is Security
Upgrade Kit, click Install/Upgrade
and click Next.

6. In the Final Check summary, click

Next to continue.

7. In the Ready to Install window,

select Set Log Level to DEBUG Mode
for the installation log.

8. Click Install to begin the

installation process.

Note: Server will reboot as part

of installation.

1. Verify V15.1 Security and Third-

Party Update Kit 14 Package,
WFO15.1) in Control Panel >>
Add/Remove Programs.
2. Perform test calls and verify calls
Post- can be searched and played.
7 installation 3. Verify Recording status and CTI 30 minutes No Impact
activity availability from Recorder
Manager. Calls must have CTI
details.
4. Verify installation-related alarms
if present.

3. CONTINGENCY PLAN AND BACK-OFF PLAN

• If any issues are encountered below will be executed.

Item Activity Procedures Duration Impact Remarks
No.

1 Troubleshooting Checking of possible errors. 1 hour No Impact

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 Installation of V15.1 Security and Third-Party Update Kit 14

Verint Portal will

Server rollback will be subject
not be
to Verint’s analysis and as last
available.
resort only. Trends and Verint
V15.1 Security and
Team will prioritize the
2 Third-Party Update 8 hours Recording and
Kit 14 Rollback resolution should there be
retrieval of
issues during the installation of
recorded media
patches.
will not be
available.

1. Verified Recorder Server is

accessible.
2. Perform test calls and 30
3 Testing No Impact
verified calls are recorded minutes
and able to be played
back.