# Genesys Quality Management Suite 8.1.520 : Configuring the Web UI

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This chapter describes how to configure the web based user interface.

## Configuring the User Interface

Navigate to Settings > Configuration > Web UI > Web Interface.

Call Recording enables the ability to set the levels of access and views for users. The User Interface Configuration screen controls these settings.

## Configuring Database and User Interface settings

Navigate to Settings > Configuration > Web UI > Web Interface and scroll down.

Do not change the Pool name unless absolutely necessary. The default is “callrec”.

The Pool name drop-down list displays all database pools defined on the Database tab. To view the database pools navigate to Settings > Call Recording Core > Database. The Pool name must be the primary pool where all call related data are stored.

User Interface View Settings

Determines which information and functions display in the user interface:

- Prerecording pin view: display pre-recorded calls with a special icon that looks like a pin.
- LDAP authentication: use LDAP to authenticate users.This feature requires additional configuration. Go to the Web UI tab and click the LDAP button.
- Cut SIP number: truncates the SIP information for caller and called number, storing it in the database in a simplified format.
- Mask export file: sets the template for naming exported data files. Examples are:

- - $date$ - date in format YYYYmmdd
  - $time$ - start of call in format hhmm
  - $phone_from$ - caller number
  - $phone_to$ - calling number
  - $id_db$ - database id couple

Max search days: maximum size of the range between the From and To date call search parameters. Default is 31,around 1 month. Max: 2999, around 7 years range. Higher numbers cause a large decrease in search performance; if search is slow, reduce this value to 31 or less.

Disable on demand video encoding: check this option to prevent GUI users from running the Media Encoder on demand for un-encoded screen recordings. If this feature is disabled, then the Media Encoder still works in batch mode, improving overall performance.

Export Size (in MB): for customers that want to export large amounts of records at one time . This is configurable from 10 to 2000 MB. The default value is 50 MB.

Force CRC Checks: forces all media files to be CRC-checked before being played by a user. If a file fails a check, an alert displays and the file does not play. Note that files from older Call Recording versions may not have a correctly calculated CRC value, therefore this option is off by default.

### Application Communicator

Navigate to Settings > Configuration > Web UI > Web Interface and scroll down.

The Application Communicator contains RMI bind options. Changing the Bind name or Registry address requires a restart of the web server.

- Bind name: unique name for binding to RMI service.
- Registry address: where the RMI service is running. The drop-down list displays the servers defined in the Call Recording Core tab.

### Media Restore

Navigate to Settings > Configuration > Web UI > Web Interface and scroll down.

Media Restore sets, in days, the length of time restored calls are available to users. After this time period, the calls are removed from the Restored calls list, and the disk space is cleared, though calls can be restored again.

- Type the number of days to retain stored calls. Default is 2.

### Core server

Navigate to Settings > Configuration > Web UI > Web Interface and scroll down.

- Choose core server: enables change of the Call Recording core server in multi-server environments. Servers are defined in the Call Recording Core tab.

### Filter factory

Navigate to Settings > Configuration > Web UI > Web Interface and scroll down.

The Filter factory enables predefine settings for filters that are used by all users of the system, such as encryption. These filters are for read-only data.

- Use Up and Down to change filter order.
- To delete a filter click Remove.

### Recording Rules that are not listed in the recording rules tab

This Invisible list of rules restricts the recording rules that are available to users. Calls excluded by the invisible rule list are no longer available to any users of the system.

This does not affect pre-existing rules.

## Configuring Passwords

Navigate to Settings > Configuration > Web UI > Web Interface, and scroll down.

One of the most important sections on this configuration tab is Password configuration. The security of the Call Recording system can be improved, or alternatively degraded, by the settings here. For a secure password policy, specify values for the following settings:

Setting | Description | Values
--- | --- | ---
Minimum characters | The password must contain at least this number of characters of this type | Recommended: strong passwords have at least 8 characters, formed from a mixture of three types of characters (for example lowercase, capital letters, and numbers)
Minimum lowercase characters
Minimum capital letters
Minimum numbers
Minimum non alphanumeric characters
Count of different recent passwords | How many times a password must be changed before the same password can be used again | Recommended: at least 4
Password lifetime in days | Number of days before a password has to be changed | Must be between 1 and 365 days (recommended: 90 days)
Unsuccessful logins before lockout | How many times a wrong password can be entered at login before the account is blocked (must be unlocked by an administrator) | Recommended: 3 (must be between 2 and 10)
Time for which account is blocked (minutes) | Length of time an account remains blocked before automatically unblocking without administrator intervention | Must be between 1 and 65535 minutes (about 45.5 days)

## Enabling LDAP Authentication

Enable LDAP authentication before configuring the settings in LDAP Configuration.

Navigate to Settings > Configuration > Web UI > Web Interface > User Interface View Settings.

1. Select the LDAP authentication checkbox.
2. Click Save configuration.

For more information concerning LDAP integration, configuration and maintenance contact Genesys Tech Support.

### LDAP User Account

Create a read-only user account in the LDAP Server to access the LDAP data.

This LDAP connection is only used to import the users into Call Recording initially.

The information and credentials for this account are necessary to configure the LDAP Server Settings.

### Configuring the LDAP Server Settings

Use LDAP Configuration to identify and enable one or more LDAP servers, and Group Filtering.

Navigate to Settings > Configuration > Web UI > LDAP > LDAP Server.

Configure all the settings according to the LDAP server configuration and click Save configuration.

- IP Address: IP address or hostname in full format, for example, ldap.mydomain.net instead of just ldap.

This is a critical configuration parameter and any changes lead to disabling LDAP authentication.

- Port: port number for connection with the LDAP server. By default 389.
- Base DN: tree root or particular branch of your domain. In standardized format used by LDAP, for example, DC=mydomain,DC=net.
- Search Filter: select a search filter from the drop-down list. The choices are Active Directory, Open LDAP or Custom LDAP. The field on the right hand side enables the filter to be modified.
- User DN: the user ID of the user account created in the LDAP Server for access to the LDAP database. The value must contain the domain name as well. Example: callrecldap@domain.name. This is case sensitive.
- Password: password of user account created in the LDAP Server for access to the LDAP database > This is case sensitive.
- Login Attribute: name of the LDAP key with user’s login name.
- First Name Attribute: name of the LDAP key with user’s first name.
- Last Name Attribute: name of the LDAP key with user’s last name.
- Email Attribute: name of the LDAP key with user’s email address.
- Use LDAPS protocol: enable the LDAP over SSL protocol.

Typical key values for Microsoft Active Directory are as follows:
First Name Attribute `= givenName`
Last Name Attribute `= sn`

## Configuring Group Filtering

Navigate to Settings > Configuration > Web UI > LDAP > Group filtering.

1. Click New to add additional filters.
2. Use the Up and Down buttons to change the order of multiple filters.
3. Select the Enable group filtering checkbox to enable group filtering.

- Filtering attribute: name of LDAP key used for filtering, usually memberOf (contains user’s groups).
- Group specification: location (full path) of parameter in LDAP tree (e.g. Distinguished Name), in standardized format – for example CN=group, OU=department, DC=mydomain, DC=net where CN is Common Name, OU stands for Organization Unit and DC is Domain Component.

Example:

Only select staff from the Prague call center. The common name is Prague, that is part of the call center organization unit, so the Group specification is: `CN=Prague,OU=callcenter,DC=mydomain,DC=net`

## Configuring the Backup LDAP Server

Navigate to Settings > Configuration > Web UI > Web Interface and scroll down.

To add or edit the configuration of a backup LDAP server, follow the same steps as Configuring Database and User Interface settings.

If the configuration of the backup LDAP is the same as the primary LDAP server, then use the same filtering rules. Otherwise, configure the filtering rules to correspond with the backup LDAP configuration.

After entering the parameters click Save configuration.

### Adding LDAP users

When LDAP is configured correctly and the LDAP directory is running, import users, according to the entered criteria, into Call Recording. The import process adds only user names, emails, and passwords that are checked against the LDAP on every login. The following flowchart demonstrates the user authentication process.

1. The system checks whether the user’s name exists in the Call Recording user database. If this is OK, it proceeds to the next stage.
2. The system checks if the user’s name exists in LDAP. If it does, then the user is allowed into Call Recording.

### Importing LDAP users

To import users from LDAP, login as admin and navigate to Users. Select a group or create new group for all LDAP users, according to the defined group filter etc, and click Insert new user.

On the Insert new user page click Insert from LDAP and wait until the import finishes, a new dialog displays showing additional information about the import.

In the Insert LDAP user list, all LDAP users that correspond with the criteria entered in the configuration and select users for import.

Users are imported into the group currently open in Call Recording.

1. All imported users are marked with an LDAP user checkbox on their User details page. If the LDAP user checkbox is not selected, then the user is not authorized against LDAP and becomes a standard Call Recording user.
2. Editing of users details, except Phone number: and Group:, is disabled. Imported users also do not have an option to edit their passwords on this page because the password from LDAP directory is used. If a password change is required for this user, then change the password in LDAP.
3. As final step of the LDAP import process enter the user’s Phone number: in the Edit user dialog.
4. Click Save.

## Setting up Advanced Searches

Navigate to Settings > Configuration > Web UI > Search.

Up to 15 external data keys can be used as Advanced Search criteria. The Advanced Search functionality enables the user to set up and save common database searches, so that they are available to users in the web interface. The searches can be defined using any Call Recording external data, including data from Genesys Contact Center, or data records.

For example, to search for calls from a particular agent use the LoginID or Agent_ID or similar.

External data with at least one record in the Call Recording database can be searched for. Unused items are not listed in the Item key drop-down list. Item key drop-down lists are re-generated once per day and entered into Autogenerated options.

After making changes in Advanced Search, refresh or reload the page see the changes. On large installations with many records the changes may take a few minutes to process, on smaller installations the changes should appear immediately after logging in.

Ensure that the server time comes from a reliable source ( for example, UTC) and that it is correct if changing the Time of reloading. An incorrect server time may also affect the recording of calls.

## Creating an Advanced Search with External Data

The values available for the search depend on the external databases. The following is a general description of the steps required for adding a new Advanced Search.

Navigate to Settings > Configuration > WebUI > Search.

1. Select an Item key from the drop-down list of available external data.
2. Type a name for the search in the Text field that is easier to remember than the Item key. This is the name that appears in the Advanced Search and any other searches using external data.
3. Select the Type of search from the drop-down list:
   - Selecting AutoSelect creates a drop-down menu with all existing values of selected Item.
     This is recommended for items like agent’s groups where there are only a few items in the list.
     This is not recommended for items with lots of unique values, names, or numbers
   - Selecting Input the user enters a value manually into the classic search text box. This can be used any search.
   - Selecting Select and clicking New enables the search to be refined within the selected Item key by defining the values that can be searched for. See the drop-down menu in the figure Search with Call Type Advanced Search Added at the end of this section.
   - The Add all rows dialog opens.
4. In the Text field, type a description of the item.
5. In the Enum value field, type the value.
6. Click New to add the item to the list.
   Repeat this for each item.
7. Select the Match value from the drop-down list.
   - Starts with: item value found at start or end of match.
   - Equals: item value is an exact item match.
   - Contains: item value found in any location within an item.
8. Select Sort to present returned values alphabetically.
9. Click New.
10. Click Save configuration to save the search and make it available to users.

    Examples

    To search for calls from a particular agent use the CCX_CFG_LoginID or Agent_ID or similar, make the type Input and use a Match value of EQUALS.

    To search for calls from a particular customer use external data that identifies the customer from the agent desktop, make the type Input and use a Match value of EQUALS. The customer number must be configured on the call center platform.

    Log out of Call Recording and back in again.

    Navigate to Recorded calls and click Search. The Search filter dialog opens.

    These fields display in the Advanced search area below standard searches. If the changes do not appear then reload the frame. To reload the frame, right click inside the Search filter dialog, select This Frame and then Reload Frame.

11. Select and or or in Condition connecting data above and below.
    Selecting and means that the search only returns calls that satisfy both the criteria in the top of the form and the Advanced search criteria.
    Selecting or means that the search returns calls that satisfy one of the following:
    - The criteria in the top of the form.
    - The Advanced search criteria.
    - Both.
12. Select and or or in Condition between the options displayed below.
    Selecting and means that the search only returns calls that satisfy all the elected criteria in the Advanced search criteria.
    Selecting or means that the search returns calls that satisfy one of the following:
    - The criteria in the top of the form.
    - The Advanced search criteria.

    Select case insensitive if the data does not need to match the case in the external data selected or sensitive if it does need to match the case in the external data selected.

13. Depending on how each External data Key has been set up, type the criteria or Select from the drop-down lists for each Key to be searched for.
14. Click Search.

Due to the complexity of the links between configuration files, the database, and the Web interface, wait several seconds between saving the changes and reloading the frame to see the changes in effect.

### Customizing Columns Setup

Columns setup controls the display of external data in the Recorded calls and Restored calls views in the Call Recording web interface. Each column that is added requires additional user screen space.

Adding a New Column

Navigate to Settings > Configuration > Web UI > Columns setup.

1. Select the Enable columns customization checkbox. This checkbox affects all users. If this checkbox is not selected, then the customization is not applied and the new column does not display anywhere.
2. Select a Key from the drop-down list.
3. Type the Label of column to display in the header of the column.
4. Type the extended Description of the column, this is optional.
5. Click New.

Click Save configuration after adding the new columns.

- Use Up or Down to change the positions of the columns in the Recorded calls and Restored calls views.
- Click Remove to delete a column from the view.
- Click Save configuration after any adjustments.

To view the new column

Each user that must see the column must navigate to Settings > Configuration > User Setup > Column Setup.

Select the checkboxes for the columns required. The columns apply to their Recorded calls and Restored calls views.