Advanced Quality Manager - CR

Hi Guys,
I Will install the solution WFO with WFM and AQM with Network Recording in a VM Enviromment. The UCM and UCX (primary) is installed, but the WFO Solution need more attention for me, because this is my first deployment of this =/
Questions:
1º The WFM and AQM Base Server, can use a single SQL Database or each app require your own DB ?
2° The Recording Server require a SQL DB ?
3º Is In this step that I need to configure the IP of the Recording Server ? ?
4º What options I need check when install the AQM in Recording Server ? According the image below.
As you can see, is doubts about the installation .... the install guide of this solution is a little different from UC´s install Guide.
Any help will be appreciated.
Leonardo Oliveira
www.avvid.net

Hello I am a engineer at Calabrio, so let me provide the correct answers to your questions.
1º The WFM and AQM Base Server, can use a single SQL Database or each app require your own DB ? Each product needs a seperate instance of SQL. They can be on the same SQL DB as long as the required resources are available for each instance. I would suggest a minimum of 2 CPU and 2GB or RAM for each instance.
2° The Recording Server require a SQL DB ? No the record servers do not need a DB. Only 1 SQL DB per QM or WFM system is needed.
3º Is In this step that I need to configure the IP of the Recording Server ? ? Yes, for offboard servers you would select the local IP to be used for network communication.
4º What options I need check when install the AQM in Recording Server ? According the image below. For an offboard record server you just want to select the Recording component if you are doing Network Recording. If you are doing SPAN recording you need both the Recording and Monitoring components.
For additional questions, please contact Cisco PDI.
http://www.cisco.com/web/partners/tools/pdihd.html
Thanks
Frank

Similar Messages

UCCX Advanced Quality Management with VMware View

Hi,
I have a customer who uses UCCX 8.5 with VMware View clients running CAD and 7940 IP phones.
They are looking at recording options and have expressed an interest in the Advanced Quality Management product.
There are a few issues that I would need to consider specific to their environment.
The first is that Desktop based recording would not work in this environment as CAD is running on a virtual desktop rather than a PC daisy chained to the IP phone. The second is that network based recording is not supported as the 7940 phones do not have a Built in Bridge.
This leaves server based recording which uses SPAN port mirroring. The issue with this is that the agents phones are distributed across multiple Catalyst switches so I guess I would need to configure RSPAN - has anyone got any experience of using Cisco QM with RSPAN? - if yes how well did it work? - the customer would probably be willing to upgrade the IP phones used by the agents if that would be a better option.
The final query relates to the Screen Recording Client - the install guide details how to install this on a Citrix server but makes n mention of VMware view. Does anyone know if support for this is on the roadmap?
Thanks!

Hi James
I've done an RSPAN deployment with UCCX recording which I presume will have similar gotchas...
The only issue I had was that I ham fisted an RSPAN config in that SPANned the VVLAN on all the edge switches. My mistake was that I didn't exclude the uplink ports, and these switches were stacked, so there was a lot of packet duplication initially (sounds like 90s dance music time stretching).
If you ensure you SPAN ingress only on all the endpoints (i.e. phones, and gateways) and then exclude any ports where traffic might be seen a second time (e.g. switch uplinks), and then filter for the voice VLAN you should be OK.
This deployment was a routed LAN with different subnets on each edge stack but this worked OK with everything running through a single RSPAN session back to the server.
I've not had the good fortune to have to do this more than a couple of times, and I've not done it for AQM - but assuming that SPAN/RSPAN are supported along with the video recording part running on the endpoints I don't see it being too different as they seem to be written by the same people.
Can't help re: VMware view either I'm afraid...
Aaron

Cisco Quality Management 8.5 license error

Dear networkers,
After installing the Cisco Advanced Quality Management product (from DVD) and while configuring the "site configuration setup" and after clicking on next button; we face the following error message :
"Invlaid License : The number of maximum users muste be greater than 0" (message attached)
Can you please advice ?
thanks in advance.
Cdt.

Hi haouaswajih,
Please check the below errors,
QMLC2003
Text:The maximum number of user licenses must exceed zero for the bundle
Type:Error
Add’l Info:For the specified bundle, the maximum number of users licensed must exceed zero.
Action:This should be configured by the system administrator.
QM1015
Text:Maximum number of users on the license bundle type {0} is zero.
Type:Error
Add’l Info:Maximum number of users on the license bundle type is zero.
Action:Contact Cisco Technical Support.
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_8x/reference/guide/qm852-ecd-cisco.pdf
Hope this helps.
Anand
Pls rate helpful posts !!

Create Quality Management view for a Material in background mode

I want to know if there is a way to create a Quality Management View (Quality Management tab) on Material Master (material already extended to plant ) in background mode.
The requirement is to add inspection setup data for a material extended to a particular plant in background. I tried using 'BAPI_MATINSPCTRL_SAVEREPLICA' to add the data and it works perfect as required. Now the problem is this BAPI is creating the inspection setup data only for the material which has QM tab in MM02 for e.g. I manually created the inspection setup for a Material from MM01 and then deleted it , now the BAPI works fine for this material because when I created an inspection setup from MM01 it created the QM tab and after i deleted the entry the tab was still there with no entry in inspection setup.
I want to create inspection setup for a material which does not have QM tab.
I have to create everything is background mode. BDC is one option which I am list interested in.
Thank you for helping in advance.

Thank you for looking into my issue. I have to do the inspection setup in background without using any front end transaction.

Inspection setup in view quality management update in material master

Hi all,
We are using BAPI_MATERIAL_SAVEDATA for our material master updation.
Here one of the change in the program is to update the inspection setup in the view quality management.
Can anybody tell in which stucture of the bapi BAPI_MATERIAL_SAVEDATA i can pass the values of the inspection set up fields.If not is there any other bapi through which can be done?
Thanks in advance.
regards
Nazmul

Hi,
To deactivate the Inspection Types for materials, you can use transaction QA08.
Here use tab "Deactivate insp. type" and specify the inspection type which you want to dactivate.

Is Quality management module required to be used for vendor evaluation?

Hi,
There is vendor evaluation functionality in MM. Is use of quality management module is mandatory for this? I wish to track the performance of vendor regarding quality (How much he has supplied, out of which how many are accepted and how many are rejected). Can I get this report without using QM?
Thanks in advance,
Satish

you can enter Quality results manually in vendor evealuation, so QM is not necessary for this, however with QM you can get the scores semi-automatic and automatically.

SAP Data Quality Management: how to replace input fields

Hi all,
the input fields in the SAP DQM 4.0 Real time job Job_Realtime_DQ_SAP_Name_And_Address_Match are:
REC_NUM
NAME_FIRST
NAME_LAST
NAME1
NAME2
HOUSE_NUM1
STR_SUPPL1
STREET
CITY1
COUNTRY
POST_CODE1
REGION
ADDR_TYPE
MTCSTD1
MTCSTD2
PO_BOX
POST_CODE2
THRESHOLD
I want to replace one of the fields (i.e ADDR_TYPE) with "Account_group" column.
The idea is replace, not create of additional fields ( as described in SAP BusinessObjects Data Quality Management (DQM): Enhancements for more fields other than address data for Duplicate Check SAP Business Objects Data Quality Management ( DQM ) Enhancements for more fields other than address data for Duplicate Check.).
Could you please let me know if the standard XML file sent by the RFC server contains the Account_group column.
Any other suggestions and ideas are welcome
Thanks in advance
Goran

Hi,
the additional data tab is controlled by means of classes created in DMS.
if your requirement is something like,
project name
responsible person name etc..
for this - in CL01, you can create class, say Project XYZ
in CT04 - you can create characteristics as project name and person name..etc for this class.
in each characteristics you can maintain the values which will serve the requirement.
hope this helps U..!
Thank You,
Manoj
award points if useful..!

Can we mandatory Quality Management Field at time of Material Creation

Hi Gurus,
I need to Control Material Creation for every item, if we create materials in some case our user forget for tick the Quality Management .
Is it any T-code or any customisation for control the same.
thanks in advance.
Ajit

Hi Ajit,
In MM01..After entering industry sector and material type,,,when you click on enter...A window for Views will popup...
Now You select your all views including your quality view...Now you check the check box for "view selection only on request"...Now you click on default values....
Now when ever user will create material automatically Quality view will be selected.....and it wont show the views popup again..
Cheers!!!
Utsav

PLM - Quality Management Certification

Dear Friends,
I am interested to do certification in PLM - Quality Management Module. Please any one help me by providing manuals and any other details regarding the same.
Thanks in advance.
With Best regards,
Kumar

Hi,
1. http://help.sap.com--> search for Quality Management
2. http://service.sap.com/plm--> search for QM module
Regards,
Srini Nookala

Quality Management - Removing old agents

Hi all,
Having an issue with Quality Management. Is it possible to remove to remove an agent that is no longer active from the Quality Management system? I notice that the admin docs for QM say that once an agent has been configured they can't be removed, just unlicenced. The problem we have is the reports in Quality Management Desktop still list this agent. The agent in question has been removed everywhere else in the system (CUCM, UCCX etc) but is still appearing in QM. Is this the expected behavior, or are we doomed to have an ever increasing list of inactive agents?
Thanks in advance,
Jason

Hi
Well - the recordings are uploaded on a schedule, yes... the schedule basically says 'at off peak hours, that I have defined, upload at a high rate', and 'during peak hours that I have defined, upload at a limited number of recordings per hour'.
There's no guarantee that the upload won't overload your agents' web connection while it is uploading, even though there will be fewer uploads per hour.
In theory you could disable in-hours uploading and rely on out-of-hours/off peak times to get the recordings uploaded. However it would be difficult to enforce that people at home will leave their PCs running and connected in the evening to upload the recordings.
In terms of support; the manual for 2.7 suggests VPN software clients are not supported:
Remote Agent RequirementsAgents who do not work onsite are supported in these situations:■They connect to the network via a Cisco 831 or 871 router and use a supported IP phone.
In previous versions (pre 2.6), IP Communictor was not supported for remote workers.
Finally, if you do go down this route there are no guarantees that you will get good service/voice quality. You will probably be at the mercy of as many different ISPs as agents, and that's not a position I'd want to be in as either you or one of your contact center customers...
Regards
Aaron
Please rate helpful posts...

Sample for Reference and Conformance business event in Quality Manager

Hi All
Can any one please tell me the business event that is to be enabled and the related transaction type to be configured/set for getting a notification when a sample has been taken using SFC / SFR Activity window in Quality Manager responsibility.
Navigation:
Go to Quality Manager
Go to SFC/SFR Activity
Thanks in Advance
Prem.

Hi David
Thanks for your reply.
Click on SFC/SFR Activity Form. It is a Create Immediate Form,in Quality Manager responsibility with name SFC/SFR Activity window. I have enabled and subscribed the event you mentioned before and created approval group in AME.
My requirement is when quality department uses this form they should get a notification as SFC/SFR Sample required.
As of now I am getting notifications as 'Sample Required For (CREI) Inventory Transaction: Item XXX', when other department eg., Stores Dept uses CREI form .
Now I want to Change the Description of the Notifcation to 'Sample Required for SFC/SFR' and to generate a sample notification only when QC has used this form (CREI).
Thanks in advance
Prem.

Quality Management During Goods Receipt (Inspection Lot)

Hi all,
>>>>>>>>>>>>
REQUIREMENT
<<<<<<<<<<<<
I have a requirement that i need to write an interface program which will receive a file from external agency (manufacturer) and process goods receipt until inspection results. The following steps need to be taken care of;
1) Create a equipment (Utilities - It is an unique identifier for each unit of the material).
2) Do Goods Receipt for the PO with the equipment numbers created.
3) Create Inspection Lot for the material document created during the GR for each equipment number.
4) Execute Inspection Result.
>>>>>>>>>>>>
INFO NOW
<<<<<<<<<<<<
Inspection lot can be created from MIGO directly by SPRO config and MM master data maintenance.
>>>>>>>>>>>>
DONE
<<<<<<<<<<<<
Called BAPI to create Equipment.
Called BAPI to create Goods Receipt.
Inspection Lot Settings to create lots during MIGO
1) New Inspection Type Created as SG1 at SPRO->QM->Quality Inspection->Inspection Lot Creation->Maintain Inspection types. The maintenance is a copy of type 01.
2) Assign Inspection Type to Lot Origin at SPRO->QM->Quality Inspection->Inspection Lot Creation->Maintain Inspection Lot Origins and Assign Inspection Types. SG1 is maintained against lot origin 01 with variant 01.
3) Set Default values for SG1 at SPRO->QM->Quality Inspection->Inspection Lot Creation->Define Default Values for Inspection Type with parameters same as for 01.
4) In Material master for the record set the inspection setup in the quality management tab. put SG1 as active and preferred. Also set Post to insp Stock, Insp with task list, Auto Assign, Skips allowed, Serial Numbers poss, Control Insp lot as For each Material Doc Item.
I have to kow how to select the Inspection Plan for the lot and thus set the status of lot to released and get it ready for results.
I also have BAPI ready for Inspection Result.
>>>>>>>>>>>>
TESTING
<<<<<<<<<<<<
I have tested it and was working fine till last thursday. I have the above mentioned settings even now in the system. Can there be anything else which the functional consultants would have change that affected the process. Anyways now the inspection lot is not getting created for the Inspection during MIGO and I am really struggling to find the exact reason.
For your info, I am working mostly on Utilities and so do not have much idea about the quality management stuff.
>>>>>>>>>>>>
QUESTION
<<<<<<<<<<<<
Why the inspection lot is not getting created during MIGO for my scenarion?
How to select the inspection plan in the program?

deleted

Licensing Issue Quality Management 9.0 with UCCX 8.5

Hi guys,
The UCCX compatibility matrix, Cisco WFO System config Guide plus QM 9.0 installation guide all state QM9.0 is compatible with UCCX 8.5(SU3).
We have ordered QM9.0 licenses using part number
L-CCX-90-QM-L-K9=:L-CCX-90-QM-L-K9= : CCX 9.0 Quality Manager Server , 10 Seats LICENSE ONLY
I am unable to add these licenses to our UCCX server as I am getting:
Error: The Cisco Unified CCX Quality Manager Seat feature (2nd line) of xxxxx.lic has unsupported version number (9.0)
Has anyone installed QM9.0 with UCCX 8.5 and if so what licenses did you have to purchase?
Thanks!

I have not done this yet, I was looking into getting the license to do same you are doing. Thanks for the heads up. I will wait to see outcome of your attempt.
My main drive to go to 9.x is to get IE9 32 bit support with the latest 9.x SR as I have a handful of supervisors who have Windows 7 and using it to play back recordings, etc and I'm tired of the compatibility issues and time spent on their PCs to keep it running after they do other updates, etc. Was hoping 9.x with the IE9 and 32 bit support would help with those headaches.

Problem with Advanced Security Manager

Hi
I am using the advanced security manager to migrate security from Essbase 7 server to Essbase 11 server. The users who are externally authenticated on essbase 7 server are under native security mode on the Essbase 11 server after security import.Does the Advanced security manager put all the users (whether they are externally authenticated or under native security mode) in native security mode after import?
Please help

Hello 831221
In version 11 "native" means that the users are stored in OpenLDAP (once Essbase was externalized).
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importing the users.
best regards
.T

Quality Management v9 - Recording file is .spx and size of 0 kb

Guys,
I have theses versions here :
CUCM v9.1.2
Quality management 9.0.1.57
UCCX 9.0.2.11001-24
Desktop are connected on the PC port of the phone !
I want to do the desktop recording and I have an issue where the storage location contains only .spx files that are empty with 0 bytes.
Here is the troubleshoot I did :
From the Recording interface I can see all the conversation but I can't play it.
If I use wireshark I can see the RTP on the destop, I can convert it and listen that RTP stream..so the stream is going to PC
If I run the QMDump on the desktop of the agent I see the G711 Ulaw which is good but I can't find Skinny hearts beats ( logs of QMdump Attatch ).. I rebooted the phone but still..
I see on the troubleshooting guide, that this situation could be during the conversion process, it says we need to get logs and escalate the case.
Anyone have a suggestion ?

Mary,
this issue pertains to either not receiving a SIP invite to start recording, or not receiving the actual RTP from the phone. More than likely it is not receiving a SIP invite. Check the (WFO 9.0 "Recordserver.dbg") or (WFO 10.0 "Ctiservice.dbg") logs , look for INVITE, it should tell you if you received it or not.
Example of a good SIP invite:
SIP: IN|INVITE sip:[email protected]:5060 SIP/2.0|6156255c|10.192.252.36:32880->10.32.2.66:5060|Call-ID: [email protected]|From:
Example of a BAD SIP response:
type=Network Recording,person=140]] call CiscoCall[Call[2:20211600];ConnectionId=31651532] should have received SIP but didn't!
If you are getting a SIP invite, then check the ports between Phone and Recordserver to ensure RTP can get through.
If you are NOT getting a SIP invite, check your CUCM configuration for Recording:
here is a link to guide you.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/6_0_1/ccmfeat/cmfsgd601/fsmr.html#wp1047595

Advanced Quality Manager - CR

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