Nortel Viewer Manual de usuario

Nortel Viewer

Installation Guide

Product Release 6.01 Standard 4.0 September 2007

297-2183-956

Nortel Viewer

Installation Guide

Publication number: 297-2183-956

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.

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 Meridian 1 and Nortel

Viewer 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 trademarks of Nortel Networks.

All other trademarks are the property of their respective owner.

Installation Guide iv

Revision history

September 2007 Standard 4.0. Nortel Viewer Installation Guide is

up-issued for Product Release 6.01.

May 2007 Standard 3.0. Update to Chapter 3, Configuring

Nortel Viewer.

March 2007 Standard 2.0. Nortel Viewer Installation Guide is

released.

November 2006 Standard 1.0. Nortel Viewer Installation Guide is

released.

July 2006 Nortel Viewer 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

Installing Nortel Viewer 13

Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Configuring Viewer 27

Configuring the system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Adding users to a role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Adding a location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Adding a system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Capture platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Adding Capture Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Creating queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Creating a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Using the Auditing Tool 55

Using the audit tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Supplemental Configuration Information 57

SSL and X.509 certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Component certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

ODBC configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Citrix terminal server clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Sample Topologies for Viewer redirection. . . . . . . . . . . . . . . . . . . . . . . . . 64

Installation log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

NT Event Log and Audit Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Backing up software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Time synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Changing the codec to stream audio to client browsers . . . . . . . . . . . . . . . 70

Contents Standard 4.0

vi Nortel Viewer

Call replays are delayed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Viewer does not replay calls on Windows 2003. . . . . . . . . . . . . . . . . . . . . 74

EyrInfQueuedCache security configuration . . . . . . . . . . . . . . . . . . . . . . . . 75

Call stitching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Application Portal Properties in MSMQ . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Audit Event Log 83

Audit event log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

List of Terms 177

Index 179

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

8Nortel Viewer

Intended audience

This guide is intended for use by Nortel Engineers, partners, and distributors

responsible for installing and configuring Viewer.

September 2007 Getting Started

Installation Guide 9

How to get help

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

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 Viewer

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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