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INSTALL AND USER GUIDECall AnalyticsJuly 2017Version 1.10Company Information Harmonic Engineering architects feature-rich, scalable, secure and maintainable enterpriseapplications with continuous attention to technical excellence. Whether it's your custom system design or our off-the-shelfproductivity and compliance applications we deliver design. At Harmonic Engineering our highest priority is to satisfy ourcustomers.
Call AnalyticsCopyright 2017 - Harmonic Engineering, LLCTrademarks are the property of their respective ownersUSER GUIDEII
Call AnalyticsDocument RevisionsDate08/02/2017USER GUIDEVersion1.0Document ChangesInitial DraftIII
Call AnalyticsTable of Contents1Introduction . 61.1 . Product Overview . 61.2 . Features . 72Requirements . 82.1 . System Requirements . 82.2 . Network Requirements. 93Installation Process. 104Installation. 115Configuration . 125.1 . Configuration Program . 125.2 . CUCM Setup. 135.2.1 CUCM CDR Management Setup . 135.3 . First Time Site Setup . 185.4 . Settings Management . 195.4.1 CDR Settings . 195.4.2 CUCM Settings. 205.4.3 User Settings. 215.4.6 Customer Settings . 226Site User Guide . 236.1 . User Menu . 236.2 . Dashboard . 246.2.1 Date Selector . 246.2.2 Role Groups Filter . 246.2.3 Dashboard Widgets . 256.3 . Call Records . 276.3.1 Date Range Selector and Call Graph . 276.3.2 Date Selector . 286.3.3 Recordings Grid . 286.3.4 Record Viewer . 32USER GUIDEIV
Call Analytics6.4 . Reports . 346.4.1 Report Types . 346.4.2 Report Controls . 356.5 . Role Groups . 366.5.1 Managing Role Groups . 366.5.2 Role Group Filters . 386.5.3 Automatic Tagging . 396.6 . Users . 406.6.1 Managing Users . 406.6.2 Create / Edit User Form . 416.7 . Call Costs . 426.7.1 Managing Call Costs . 437Appendix . 447.1 . Windows Server Required Roles and Features . 447.2 . AXL User Setup . 44USER GUIDEV
INSTALL AND USER GUIDE1 Introduction1.1 Product OverviewCall Analytics for Cisco UCM is an intuitive and powerful call data record (CDR) analysissolution. From summary data, down to the individual call data record detail, Call Analyticsmakes it a breeze to acquire the data users are after. It features call flow analysis with agraphic visualization that tracks all legs in the call, including supervised transfer legs andconferences, allowing easy navigation through the entire call.Call Analytics offers secure communications and nearly unlimited scalability for largeenterprises. Multi-level web administration allows users access to only the call data recordsand for which they have been authorized.The web based architecture allows authenticated users secure access from any deviceconnected to the internal network using standard web browsers.This document will serve as an installation and configuration guide as well as a user manual.
Call Analytics1.2 FeaturesThe major features of Call Analytics are stated in the following table:FeatureDescriptionSummary AnalyticsQuickly summarize data using dashboard analytics. Role Group filteringallows summaries for any conceivable combination of devices or usersand data is presented in several advanced formats including pivot grids,graphs and dynamic charts.CDR Detail ViewA powerful data grid allows call detail records to be searched, filteredand grouped for fast access to the data users require. From hunt pilotdetails to termination causes, redirect reasons and media details, thedata is just a few clicks away.Call Flow TrackingTrack the entire call flow, including supervised transfer legs andconferences, with a modular call flow graph view that providesnavigation to the various call legs of the recording.Each legs duration is provided along with the total duration and originalring duration for the call.Call CostingCalculate call costs using dialed number filters and associating cost perminute charges.ReportingEasily generate, view, filter and navigate call recording reports. Reportsmay be categorized by device or user.Export reports to many popular formats including PDF, XLS, RTF, andHTML.TaggingTag call records with pertinent information for easy grouping and laterreview. Tag one or many records at a time.Auto-TaggingAutomatically tag records that match device and number filter criteria.Active Directory IntegrationUsers can be imported from your Active Directory server. ADadministrators can automatically be made administrators of the CallAnalytics web site by enabling the option.Multi-Level AdministrationUsers of the website can be assigned to monitoring groups whichdetermine the phone lines for which they are authorized to viewrecordings.USER GUIDE7
System Requirements2 Requirements2.1 System RequirementsThe Call Analytics application has the following system requirements.RequirementDescriptionCisco UCMCisco Unified Call Manager version 8 or greater.Windows ServerWindows Server 2012 R2 or greater.Hardware Requirements:2.4 GHz CPU and 8GB RAM minimum.Virtual Machines are supported.Windows Roles and FeaturesSeveral windows roles and features are required for proper operation ofthe product (IIS, .NET 4.5, WAS, etc.). These are automatically installedby the installer program so a default Windows install is recommended.SQL ServerMicrosoft SQL Server Express 2012 or greater.Microsoft SQL Server Express 2016 is installed with the product ifinternet access is available and no other SQL instances exist locally.Administrative access to the various systems will be required during installation andconfiguration of the product.USER GUIDE8
Network Requirements2.2 Network RequirementsThe Call Analytics system has the following network communication requirements.Network RequirementDescriptionFTP PortThe application FTP server will require port 21 be open.HTTP Port 80The application web server will require port 80 be open if non-securemode is in use.HTTPS Port 443The application web server will require port 443 be open if securemode is in use.USER GUIDE9
Network Requirements3 Installation ProcessThis section of the document outlines the installation process for quick reference. Anattempt was made to layout the document in the required order so following it throughshould suffice, this section could also serve as a setup checklist.Installation ProcessVerify RequirementsDescriptionVerify the server and network meet the requirements in SystemRequirements and Network Requirements.Note that internet access is required on the target application server fora fully automated installation experience.Run InstallerRun the product installer by following the procedure in the Installationsection.Note the installation process can take up to an hour depending on theapplication server and internet speeds, however highly performantsystems accomplish the task in under 10 minutes.Run Configuration ProgramAfter running the installer, you should be prompted to run theconfiguration program, simply click Finish in the installer with thecheckbox to start configuration checked. The process is detailed in theConfiguration Program section of this manual.Configure CUCMConfigure the required entities on CUCM (Service Parameters, CDRManagement) by following the procedures in the CUCM Setup sectionof this manual.CDR SettingsConfigure the application settings in the web administration interfaceas described in First Time Site Setup and Settings Management.User SetupConfigure required users and role groups as described in Users andRole Groups.USER GUIDE10
Network Requirements4 InstallationInstall the Call Analytics setup package by running the installer on the intended applicationserver. Consult the System Requirements section of this document for application serverrequirement details.Run the installer package and proceed through the forms as detailed in the following table:Installation StepDescriptionRun the Setup ApplicationLog into the application server as an administrator. Double click theinstaller that was downloaded to start the installation process.Welcome ScreenClick the Next button to continue past the welcome screen.License AgreementAccept the license agreement and then click the Next button.Program RequirementsReview the program requirements and then click the Next button.Missing Windows features and required modules will be downloadedand or installed automatically.Select Destination LocationBrowse for a folder to install the program to or accept the default.Only local drives are supported for the program installation. Click theNext button to proceed with installation.Ready to InstallReview the information on the page and then click the Install button toinstall the application.Finalize InstallationOnce completed the program will prompt to run the configurationutility. Click the Finish button to proceed with the applicationconfiguration program.USER GUIDE11
Configuration Program5 Configuration5.1 Configuration ProgramAfter installation of the application it is necessary to run the configuration program. This isstarted automatically when the installer completes and can be reran at any time by selectingStart Programs HarmonicEngineering CallAnalytics CallAnalytics Configuration from theWindows start menu.The following table describes the configuration process:Configuration StepDescriptionRun Configuration ApplicationStart the configuration program using the method described above orarrive here after successful installation.Welcome ScreenClick the Next button (in the upper right) to proceed to the next step.Application Setup OptionsSelect or enter the database options using the provided controls. Local Database Instance – Select an SQL Server instance(Default: SQLEXPRESS). Local IP Address – Enter the local adapter IP Address that theprogram should bind to. Communication Port – Enter a communication port to be usedby the application web site API (Default: 8008)The program will continue to the next step once all details have beenentered.ConfigureClick the Configure button to start the configuration process.FinishClick the Exit button to exit the configuration program.The application web site will open upon exit of the configurationprogram.USER GUIDE12
CUCM Setup5.2 CUCM SetupThe following sections describe the setup that must be performed by an administrator ofthe CUCM system. Several entities must first be configured to allow collection of CDRrecords by the application server.Records will be delivered to the application server via FTP so the application server willneed an FTP server setup, that process is also described in this section.5.2.1CUCM CDR Management SetupThe CUCM must be setup with the proper entities for collection of call data records. Theprocess requires administrative access to CUCM.The process consists of the following steps:-Verify the FTP Server was properly installed on the application server.Adjust the CUCM Service Parameters to allow collection of CDR files.Create a Billing Application Server in CUCM serviceability to deliver CDR files to theFTP server.The process is outlined in detail in the following sections.USER GUIDE13
CUCM Setup5.2.1.1FTP ServerAn FTP server must be created on the application server to allow the CUCM to deliver theCDR flat files. The installation process will attempt to automatically configure the FTPServer so here we will verify that it is setup correctly.FTP Server Verification StepDescriptionIIS ManagementOpen the IIS Management interface on the application server.Verify Site ExistsExpose the application server node and the sites folder in the left paneof IIS Management. Select the CallAnalyticsCdr site.Verify Site is RunningVerify that the FTP site is running, on the right-hand side of IISmanagement the Start item should be gray.USER GUIDE14
CUCM Setup5.2.1.2CUCM Service Parameters SetupThe CUCM Service Parameters must be configured to enable CDR records to be captured bythe Call Manager. The following table describes the pertinent service parameters.Service Parameter SetupDescriptionService ParametersNavigate to CCMAdmin and select System Service Parameters.Select Server and ServiceSelect a CUCM server that routes calls and then select the Cisco CallManager service. Once the service parameters page appears selectthe Advanced button at the top of the page to expose advancedsettings.Repeat the remaining steps for each call processing CUCM.SystemUnder the System section the following settings are pertinent:CDR Enabled FlagSet the CDR Enabled Flag to true.This is the only parameter that is required to be set to enable thecapture of CDR records on a CUCM node.CDR Log Calls with ZeroDuration FlagSet the CDR Log Calls with Zero Duration Flag to true if you would liketo capture zero duration records.Clusterwide Parameters(Device - General)Under the Clusterwide Parameters (Device - General) sectionDisplay FAC in CDRSet this setting to true if you would like the Forced Authorization Codeto be displayed in the CDR records.Show Line Group Member DNin finalCalledPartyNumber CD
CUCM Setup USER GUIDE 15 5.2.1.2 CUCM Service Parameters Setup The CUCM Service Parameters must be configured to enable CDR records to be captured by the Call Manager. The following table describes the pertinent service parameters. Service Parameter Setup Description Service Parameters Navi