Transcription

Cisco Unified Workforce OptimizationClient Desktop Application Deployment Guide Version 10.5First Published: June 18, 2014Last Updated: June 30, 2015

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARESUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, ANDRECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTEDWITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULLRESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SETFORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATEDHEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE ORLIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.The Cisco implementation of TCP header compression is an adaptation of a program developed by theUniversity of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operatingsystem. All rights reserved. Copyright 1981, Regents of the University of California.NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OFTHESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMEDSUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUTLIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE ANDNONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL,CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS ORLOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IFCISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. andother countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-partytrademarks mentioned are the property of their respective owners. The use of the word partner does not implya partnership relationship between Cisco and any other company. (1110R)Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actualaddresses and phone numbers. Any examples, command display output, network topology diagrams, andother figures included in the document are shown for illustrative purposes only. Any use of actual IPaddresses or phone numbers in illustrative content is unintentional and coincidental.Client Desktop Application Deployment Guide 2014-2015 Cisco Systems, Inc. All rights reserved.

ContentsIntroductionClient Desktop Deployment Best Practices55Windows Installer Logging5Installing a Second Desktop Application on the Client Desktop6Client Installation Packages LocationsManual InstallationManual Installation RequirementsElevated Privileges Policy for Windows Installer InstallationEnabling the Windows Elevated Privileges PolicyInstalling Client Desktop ApplicationsInstalling Client Desktop ApplicationsAdministered InstallationAdministered Installation Requirements6999910101315Execution15Per-Machine vs. Per-User15Automated Package Installation vs. Manual Installation15Multiple Software Releases15Using Automated Package Distribution Tools16Administered Installation Best Practices16Deployment Package16Testing Deployment Packages16Recommended Deployment Preparation Model16Configuring Client Installation Files17Managing Certificates19Upgrading and Testing Client Desktop Applications21

Upgrading the Client Desktop Applications21Testing the Desktop Recording Service Installation on Client Desktops22

IntroductionThis document describes how to install and upgrade client desktop applications for CiscoQuality Management.Note: Cisco Workforce Management does not use a desktop client.You can use one of the following options to install the client desktop applications on clientdesktops:nManual installationnAdministered installation—using one of the automated package distribution tools.For best practices, see Deploying Client Desktop Applications.Client Desktop Deployment Best PracticesThe following topics describe the best practices for deploying client desktop applications.Windows Installer LoggingWindows Installer logging can be enabled. This ensures that any loggable issues are capturedefficiently. The installations should be run using the following command: client application executable /l*v logfile path and name where client application executable is the name of the client application's executable file and logfile path and name is the name and location of the log file.Example: Cisco Unified WFO Monitoring and Recording Recording.msi /l*vc:\installer.logNote: Specify a location for the logfile path and name where you have write permission.5

IntroductionInstalling a Second Desktop Application on the Client DesktopIf you need to add a second desktop application on a client desktop (for example, install QualityManagement Administrator on a client desktop where Monitoring and Recording Recording iscurrently installed), you must:1. Remove all patches from the client desktop.2. Install the second desktop application.3. Reinstall the patches on the client desktop.Note: If you are using the Automatic Update feature, you must temporarily disableAutomatic Update before the patches are removed from the client and the seconddesktop application is installed. After the second desktop application is installed, you canenable Automatic Update to automatically apply the patches.Client Installation Packages LocationsMicrosoft Installer (MSI) packages are located in the following location on a successfullyinstalled production server and are intended for both manual and automated deployment:http:// QM base server /TUP/QMYou can also generate MSI packages using the ConfigureMsi.exe utility and unconfiguredinstallation templates. The ConfigureMsi.exe is available in the following location:C:\Program Files\Cisco\WFO QM\binThe Cisco Quality Management installation ISO contains unconfigured installation templatesthat, with the use of a configuration tool (ConfigureMsi.exe), can be configured so that clientdesktop applications are available prior to the installation of the services for Cisco QualityManagement .The unconfigured installation templates are located in the following file structure on theinstallation ISO:nCisco Quality Management Desktop Clients:l6Admin

IntroductionlRecordinglRecordingThinClient7

Manual InstallationThis section describes how to deploy client desktop applications manually, and covers thefollowing topics:nManual Installation RequirementsnInstalling Client Desktop ApplicationsManual Installation RequirementsElevated Privileges Policy for Windows Installer InstallationTo allow users with limited privileges to install a client application on a computer you mustenable the Windows policy “Always Install with Elevated Privileges” for both the UserConfiguration and the Computer Configuration.By default, Windows Installer installations run in the context of the logged-on user. When thispolicy is enabled, Windows Installer installations will run in a context with elevated privileges,thus allowing the install to successfully complete complex tasks that require a privilege levelbeyond that of the logged-on user.Enabling the Windows Elevated Privileges PolicyUse this task to elevate the privileges on a user’s computer so the user can install the clientdesktop applications.1. Start the Microsoft Management Console (MMC) Active Directory Users and Computers snap-in.2. Right-click the appropriate organizational unit (OU) and select Properties from thepopup menu.3. On the Group Policy tab, select the Group Policy object (GPO) and then click Edit.4. Expand Computer Configuration Administrative Templates Windows Components Windows Installer.5. Double-click Always install with elevated privileges.9

Manual Installation6. Choose Set to Enabled, and then click OK.7. Expand User Configuration Administrative Templates Windows Components Windows Installer.8. Double-click Always install with elevated privileges.9. Choose Set to Enabled, and then click OK.You must enable this GPO under both the User Configuration and ComputerConfiguration sections for it to take effect.Installing Client Desktop ApplicationsYou can install the client desktop applications from web pages that reside on the base server.These web pages are created when you install the Base Services.Install the client desktop applications after you install and configure the services for CiscoQuality Management .Installing Client Desktop ApplicationsUse this task to install client desktop applications for Cisco Quality Management.1. On the computer where you want to install the client application, start Microsoft InternetExplorer.2. Enter the appropriate installation web page address in the Address field. Your optionsare as follows:lhttp:// QM base server /TUP/QM/Administrator.htm—This page contains linksto the install files for all client desktop applications—Quality ManagementAdministrator, Desktop Recording service, and Cisco Screen Player Plug-in.Note: Quality Management Administrator is automatically installed on thebase server.ll10http:// QM base server /TUP/QM/Desktop.htm—This page contains a link tothe Cisco Screen Player Plug-in install files.http:// QM base server /TUP/QM/Recording.htm—This page contains a link to

Manual Installationthe Desktop Recording service install files.lhttp:// QM base server /TUP/QM/MSPackage.htm—This page contains a linkto the Microsoft Visual C 2010 Redistributable Package (x86) install file. TheMicrosoft Visual C 2010 Redistributable Package is only required for managers and supervisors that want to use the Live Screen Monitoring feature.The installation web page appears.3. Follow the instructions on the web page to install the client application.When installing client desktop applications for Call Recording and QualityManagement, note the following:nIf you are running Windows 7, a Reboot Warning dialog box might appearbehind the current window after you install the application. Move the currentwindow out of the way to check for the Reboot Warning dialog box.nIf you are prompted to reboot the machine to complete the installation, click No.This reboot prematurely terminates background installation activities.4. For Cisco Quality Management only, note the following:nTo ensure your screens are recorded, Cisco Quality Management might automatically reboot.nIf available, download the latest SR and ES for the client desktop fromhttp:// QM base server /TUP/QM/Patches.htm and follow the instructions onthe web page to install the SR or ES.11

Administered InstallationThis section describes how to deploy client desktop applications automatically, and covers thefollowing topics:nAdministered Installation RequirementsnUsing Automated Package Distribution ToolsnAdministered Installation Best PracticesnRecommended Deployment Preparation ModelnConfiguring Client Installation Files13

Administered Installation RequirementsExecutionInstallations must be executed on the target machine.Per-Machine vs. Per-UserInstallations must be deployed on a per-machine basis. Per-user installations are notsupported.Automated Package Installation vs. Manual InstallationAutomated installations must use the same files and meet the same installation criteria asmanually deployed installations.Cisco does not support alteration of these files or the use of other MSI files included with theproduct at other locations.The requirements for supported operating systems, product deployment configurations,installation order, and server/client version synchronization for automated package installationis the same as for manual installation. Cisco does not support altering the supplied MSIpackages to circumvent the installation criteria.Multiple Software ReleasesDo not combine multiple Cisco installation files and packages into a single deploymentpackage.Example: Do not deploy a software package's base release and a subsequent servicerelease into a single deployment package.Each software release must be distributed as a distinct deployment. Cisco does not supportcombining the installation for multiple releases into a single deployment package.15

Using Automated Package Distribution ToolsYou can deploy (push) MSI-based client desktop application installations through automatedpackage distribution tools that make use of the Microsoft Windows Installer service.Administered Installation Best PracticesThe following topics describe the best practices for using the administered installation to deployclient desktop applications.Deployment PackageDeploy each installation package using its own deployment package. Using separatedeployment packages allows you to isolate potential issues faster than a compositedeployment package.Testing Deployment PackagesThe deployment engineer should create and test an installation and an uninstallationdeployment package.Recommended Deployment Preparation ModelUse the following deployment preparation model to test the deployment in a test environmentbefore you deploy an update on your production server.1. Use a lab environment to model the pending deployment.2. Verify that the required hardware and software are installed on the desktop clients. Seethe Desktop Requirements Guide for more information.3. Install the servers to obtain valid client installation packages or use the MSI tool. SeeClient Installation Package Locations for the location of the client installation packageson the server.4. Manually deploy client installation packages to ensure that the installs are compatible16

with your environment.This will isolate product installation vs. automated deployment issues.5. Create your deployment packages in accordance with the requirements listed inAdministered Installation Requireme