# Genesys Quality Management Suite 8.1.520 : Single Server Configuration

## Configuration Prerequisites

Before starting to configure Genesys Quality Management Suite, you must:

- Configure the call center platform for recording - Cisco UCM, Genesys SIP server or Avaya CM
- Configure the call center platform for integration with Genesys CIM
- Have installed both OS and GQM packages
- Configure SPAN ports in the case of passive recording

All these steps are covered in the Installation.

## Beginning the Setup and Configuration Process

Access the Call Recording server via an ssh client for example PuTTY.

To begin the setup and configuration process on the Call Recording server:

1. Type your administrative login and password as, login: `admin` password`: zoomcallrec`.

2. Switch to the root user account by typing "`su -`" and enter the password (default: `zoomcallrec).`

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   You are strongly recommended to change the root password from the default to a new one of your own choosing.

3. Run the callrec-setup script using the command:

       /opt/callrec/bin/callrec-setup

4. Genesys Quality Management Suite setup starts, asking if you want to start Call Recording (Genesys Quality Management Suite) configuration:

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   Navigation hot keys in the Setup tool:
   TAB to navigate forward
   Shift+TAB to navigate backwards
   ENTER to select an option
   UP and DOWN to navigate between options
   SPACEBAR selects the chosen option

5. Select Yes to continue or No to abort setup

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   If you need to change any of these settings later, you can either run this setup again (the setup remembers the values entered earlier) or edit them manually, either through the Call Recording Web GUI Admin Interface (preferred) or directly in the configuration files.

## Configuration from a Cache File

If your configuration information is saved in a cache file, you can save time by using this file to configure Genesys Quality Management Suite.

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For first-time installations without a cache file, please proceed to Manual Configuration.

1. In order to open the cache file list select Load:
2. The list of cache files opens:
3. Navigate to your cache file.
4. Click Next
5. Genesys Quality Management Suite setup uses the cache file to load your configuration settings.
   The Genesys Quality Management Suite Configuration Verification screen appears:
6. Verify your settings, and click Next to complete the configuration.
7. Refer to Completing Configuration in the Manual Configuration section.

## Manual Configuration

### Executing Manual Configuration

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If you have configured Genesys Quality Management Suite from a cache file, you do not need to manually configure Genesys Quality Management Suite.

Genesys Quality Management Suite configuration and setup requires information about the operating environment to function properly. Before you begin, be sure you have all the IP addresses, user names, and passwords for your existing infrastructure.

1. Select Manual to begin manual configuration:

### Selecting the Genesys Quality Management Suite services

Genesys Quality Management Suite offers a number of services. Please see the Genesys Quality Management Suite Services section to evaluate which services you require and which services can be combined.

Use the select bar to select or deselect services and select Next when you have finished selecting the services.

### Service Configuration

The following section describes all possible service configuration. The service configurations visible to you will depend on your solution.

Server's IP address:

1. Confirm the server's IP address.
2. Select Next.

Installation Type:

We recommend confirming the single server installation. The installation of a cluster solution is discussed in the Cluster Configuration section.

Select Yes to continue with single server configuration.

Avaya Service Configuration:

Enter the values that were prepared during the Avaya platform configuration.

Cisco JTAPI Service Configuration:

1. CUCM IP Address: Type the address of your CUCM. If you have a CUCM cluster then separate the IP addresses by comma. JTAPI driver always connects to the first one, and in the case of failure it is able to reconnect to the next one in the list
2. CUCM User: Type the login of the application user created in the step Cisco: Configuring CUCM for All Recording Types
3. CUCM Password: Type the application user's password
4. Retype the application user's password
5. Select Next

The configuration wizard will confirm the download of the JTAPI library from CUCM:

Select Yes if the driver has not been downloaded before.

Genesys MSR Service Confguration:

Enter the values that were prepared during the Genesys platform preparation steps Active Recording.

Genesys EPR Service Configuration:

Enter the values that were prepared during the Genesys platform preparation steps for Enhanced Passive Recording.

Genesys IM Configuration:

Enter the values that were prepared during the Genesys platform preparation steps.

Instreamer Service Configuration:

Confirm the installation by selecting Yes.

1. Type the IP address of the instreamer in the following format: `http://<IP address>/xstream`
2. Type the name of the Instreamer
3. 'From' and 'To' are phone numbers that will be used for saving calls in the DB. They will be visible in Call Recording's Web UI and you can search through them
4. Recording max. length - If a stream is longer than this setting it will be cut and the second part will be recorded as a separate call
5. Sop time for silence - The Instreamer service is able to detect if an RTP stream stops coming to the server, if so it will close the calls within the given period

Packet Sniffing:

In case you tag your RTP stream and only want to record what is tagged, then chose "Tagged UDP in VLAN". The recommended setting is: "Every UDP".

Database Service Configuration:

Choose your locale and select Next.

There are certain situations where you are required to allow remote access to your GQM database. For example in cluster installations where the DB is located in a separate machine.

To add access select Add.

A new window will open asking you to provide access details:

Type the IP address of the source machine and select Add. You can add more connections by repeating this step.

Oracle Database Client Configuration:

1. Oracle IP Address (or hostname): for example oracle.mycompany.com
2. Oracle Port: default is 1521
3. Oracle Database (or Service name for Call Recording schema): for example zoomdb
4. Oracle User (Call Recording database user): for example callrec
5. Oracle Password (Call Recording user password): default is callrec
6. Oracle WBSC Database (or service name for Quality Manager schema): for example zoomdb
7. Oracle WBSC User (Quality Manager database user): for example wbsc
8. Oracle WBSC Password (Quality Manager user password): default is wbsc

In steps 4 and 7 you are predefining the scheme names. On completion, create the schemas and restart Call Recording services.

SMTP/Email relay Configuration:

Provide your email server IP address if required and type the address that will be used as a sender address in all emails sent from your GQM server.

Tomcat Memory Settings:

Evaluate the usage of the Web Interface on this particular server. For example if it is a recording cluster then it is not necessary to allocate bigger amounts of memory for it . If it is a replay server with Quality Manager installed then it will require more memory.

Call Recording Automatic Start Configuration:

It is recommended that Call Recording starts automatically after the server is booted up. If you choose No at this prompt, Call Recording must be started manually.

Select Yes to start Call Recording automatically.

Sentinel Configuration:

We recommend selecting No and confirming, as the Sentinel Monitoring System is not offered to new customers anymore by ZOOMint.

Key Manager Keys Configuration:

If the Key Manager service has been enabled during the service selection step, you will be prompted at this point to decide whether you wish to create a self-signed certificate and keys for the Key Manager.

Using a self-signed certificate (as opposed to a commercial encryption certificate offered by companies such as Thawte and Verisign) enables you to encrypt client-server communications and audio/video calls immediately after setup, but can lead to issues with browsers and servers rejecting the certificates due to their lower security nature. It is most suitable for testing purposes.

Please see the QM Call and Screen Recording Admin Guide for more information about certificates, keys and PCI-DSS compliancy.

Select Yes if you want to generate certificates and keys.

Call Recording restart:

In the case that you have selected the Oracle Database client service:

1. Select No
2. Create schemas for Call Recording and Quality Manager(if required)

3. Restart GQM services:

       service callrec restart

If you selected Database Service instead of Oracle client, select Yes.

Configuration Overview:

Before Genesys Quality Management Suite setup completes the configuration and setup, it displays the information you have entered so far. This allows you to verify the settings and change them if needed:

- Scroll to the bottom of the Configuration Verification screen using the up and down arrow keys.
- Verify your configuration and setup settings.
- Click Yes to complete configuration.
- Click Back to change configuration and setup settings.
- Click Exit to abort configuration and setup.

Completing Configuration

Genesys Quality Management Suite setup requires up to several minutes to run the configuration and setup. A progress bar displays the current setup progress.

If there is an error during configuration, Genesys Quality Management Suite setup displays a warning and continues. For troubleshooting contact Genesys Tech Support.

When setup and configuration are complete, Genesys Quality Management Suite setup displays a notification message.

Select OK

The Genesys Quality Management Suite setup utility returns you to the command line prompt, and (re)starts Call Recording if configured to do so.

Starting Call Recording Services

If you did not select the automatic (re)starting of Call Recording after configuration, type service callrec start at the command prompt.

Call Recording now starts each service and displays a status message for each service. This can take several minutes.

The screenshot below is merely illustrative (you may have different services enabled), though note the following:

- Some services may fail when initially attempting to start.
  This may be because they require further independent configuration (for example, Synchro).
- If you have enabled Key Manager and have selected to generate self-signed certificates, the final stage of the encryption certificate generation is performed after Call Recording has been fully started.

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If the Call Recording restart is not successful (particularly if the 'Call Recording WEB' component fails to start), this can indicate that the server doesn't have enough memory available, which can be an issue particularly with virtual servers. Check the logs; for example the web server log (less /opt/callrec/logs/web.log) and check for the following lines, which indicate that the Java VM needs more RAM:
`Error occurred during initialization of VM`
`Could not reserve enough space for object heap`

## Finishing Configuration

If everything went well please proceed the Post Configuration Tasks.