Enterprise Chat and Email Deployment and Maintenance Guide For Unified Contact Center Enterprise Release 11.5(1) August 2016 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Contents Preface .................................................................................................................................................6 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Obtaining Documentation and Submitting a Service Request . . . . . . . . . . . . . . . . . . . . . . 7 Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring Application Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Configuring Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Configuring Skill Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Configuring Dialed Number/Script Selectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Creating Scripts . . . . . . . . . . . . .
For All Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Configuring Anti-virus Protection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Additional Best Practices for Database Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Installation and Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Optimal Configuration Settings. . . . . . . . . . . .
Preface About This Guide Obtaining Documentation and Submitting a Service Request Documentation Feedback Field Alerts and Field Notices Document Conventions Other Learning Resources
Welcome to the Enterprise Chat and Email (ECE) feature, which provides multichannel interaction software used by businesses all over the world as a core component to the Unified Contact Center Enterprise product line. ECE offers a unified suite of the industry’s best applications for chat and email interaction management to enable a blended agent for handling of web chat, email and voice interactions.
Document Conventions This guide uses the following typographical conventions. Convention Indicates Italic Emphasis. Or the title of a published document. Bold Labels of items on the user interface, such as buttons, boxes, and lists. Or text that must be typed by the user. Monospace The name of a file or folder, a database table column or value, or a command. Variable User-specific text; varies from one user or installation to another.
User Guides for agents and supervisors Enterprise Chat and Email Agent’s Guide Enterprise Chat and Email Supervisor’s Guide User guides for administrators Enterprise Chat and Email Administrator’s Guide to Administration Console Enterprise Chat and Email Administrator’s Guide to Routing and Workflows Enterprise Chat and Email Administrator’s Guide to Chat and Collaboration Resources Enterprise Chat and Email Administrator’s Guide to Email Resources Enterprise Chat and Email Administrator’s Gu
Preparing Unified CCE for the Integration Relationship Between Objects in Unified CCE and ECE Designing Your Installation Installing Unified CCE Setting up Agent Desktops for Voice Call Routing Configuring Cisco Unified Communication Manager for Routing Voice Calls Planning Unified CCE and Packaged CCE Configuration Configuring Unified CCE or Packaged CCE Installing ECE and the Integration Configuring the System for Multiple Agent PGs Configuring Finesse
This chapter provides an overview of the process of setting up an integrated ECE–Unified CCE system. It includes a note about the relationship between objects in the two systems. Relationship Between Objects in Unified CCE and ECE This section provides a brief introduction to the relationship or “mapping” between objects that are used in both Unified CCE and ECE. The following table provides a high-level view of the relationship between various objects.
Installing Unified CCE Important: Skip this section if you are using Packaged CCE. Ensure that Unified CCE is installed and available for use.
Configuring Cisco Unified Communication Manager for Routing Voice Calls This section talks about how to configure phones, directory numbers, and end users from the Cisco Unified Communication Manager Administration user interface. To configure Cisco Unified Communication Manager for routing voice calls: 1. Open a web browser and launch the URL: http://Cisco Unified Communication Manager Server Name. 2. On the page, click the link Cisco Unified Communications Manager Administration. 3.
6. On the Add a New Phone page, in the Phone Type field, select Cisco IP Communicator or the IP phone configured earlier on page 12. Click Next. Select the phone type 7. On the Phone Configuration page, in the Select the device protocol field, select SCCP. Click Next.
8. On the Phone Configuration page, provide the details for the new phone. Refer to Help > This Page for details about the fields. After providing all the required information, click the Save button. Configure the phone properties 9. Next, from the Call Routing menu, select Directory Number. 10. On the Find and List Directory Numbers page, click the Add New button.
11. On the Directory Number Configuration page, provide the details for the new directory number. Refer to Help > This Page for details about the fields. After providing all the required information, click the Save button. Configure the directory number properties 12. Next, from the User Management menu, select End User. 13. On the Find and List Users page, click the Add New button. Click the Add New button 14. On the End User Configuration page, provide the details for the new user.
Primary Extension: Select the directory number configured in Step 11. Create a new user Ensure that the new agent phone is associated with the user that was created while installing the Agent PG. For details, see the Cisco Unified Contact Center Enterprise Installation Guide. Planning Unified CCE and Packaged CCE Configuration To integrate Unified CCE or Packaged CCE with ECE, multiple objects have to be configured in Unified CCE.
1. Network voice response unit (Network VRU) (Not required for outbound email activities) (page 24) 2. Network voice response unit script (Network VRU script) (Not required for inbound email and outbound email activities) (page 25) 3. Call type (page 25) 4. Application path (page 35) 5. Agents (page 37) 6. Skill groups (page 39) 7. Script selector (page 41) 8. Scripts (Not required for outbound email activities) (page 42) 9.
Configuring Unified CCE or Packaged CCE This section describes the process of configuring Unified CCE objects that are required for the integration with ECE. These objects must be configured in the order in which they are presented here. For details of these objects refer to the Online Help and printed documentation for Unified CCE. Most of the tasks in this section are explained using the desktop version of the Configuration Manager.
Configure the application instance About Media Classes Important: Skip this section if you are using Packaged CCE. This component is automatically configured in Packaged CCE. A media class defines the type of requests you want to set up for routing on Unified CCE. Configure a media class for each media supported by the ECE deployment. A media class is required for creating MRDs. It helps categorize the MRDs based on media type (email, for example).
Configuring Media Classes To configure a media class: 1. Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager. 2. In the Configuration Manager window, browse to Tools > List Tools > Media Class List. 3. Double-click Media Class List. 4. In the Media Class List window, in the Select filter data section, click Retrieve. Then, in the Media Class section, click Add. A new entry is created in the Media Class section and the Attributes tab becomes editable.
Configure media classes Configuring Media Routing Domains (MRDs) Important: Skip this section if you are using Packaged CCE. This component is automatically configured in Packaged CCE. An MRD is a collection of skill groups and services that are associated with a common communication medium. Unified CCE uses an MRD to route tasks to agents who are associated with a skill group and a particular medium. A media routing domain is created in Unified CCE for mapping to queues in ECE.
3. Double-click Media Routing Domain List. 4. In the Media Routing Domain List window, in the Select filter data section, click Retrieve. Then, in the Media Routing Domain section, click Add. A new entry is created and the Attributes tab becomes editable. 5. On the Attributes tab, provide the following details: Name: Provide a name for the media routing domain. Media class: Select a media class created for ECE (page 21). Make sure that you select the correct media class for the MRD.
Configuring Network VRU A Network VRU is required for supporting incoming activities to Unified CCE. Note that this Network VRU configuration has no relationship with any physical Network VRU existing in your environment. Configure a single Network VRU for ECE. This network VRU is used by inbound email, chat, callback, and delayed callback activities. It is not required for outbound email activities. To configure a Network VRU: 1.
Configuring Network VRU Scripts Configure Network VRU scripts if you want to display dynamic content to chat customers (for example, wait time, activity ID, etc) while chat requests are being processed by the system. This is an optional feature. The dynamic messages are configured in ECE (See page 66 for details). The name of the Network VRU script that is configured here is used while configuring the dynamic messages.
For packaged CCE: This task is performed from the CCE Web Administration page, using the URL: https://Server_Name/cceadmin/ To configure a call type: 1. Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager. 2. In the Configuration Manager window, browse to Tools > List Tools > Call Type List. 3. Double-click Call Type List. 4. In the Call Type List window, in the Select filter data section, click Retrieve. Then, in the Call Type section, click Add.
Configure a single MR PG for ECE. This MR PG is used for inbound email, outbound email, chat, callback, and delayed callback activities. The MR PG configuration involves three steps: Configuring MR PG using the Configuration Manager: The details are described in this section. Installing MR PG: For details, see the Unified CCE Installation Guide. Creating MR PIM for the installed MR PG: You need to create a single MR PIM for ECE. For details, see the Unified CCE Installation Guide.
7. On the Peripheral tab, provide the following details: Client type: Select MediaRouting. Default desk settings: Select None. Enable Post Routing: Select the option.
8. On the Advanced tab, in the Network VRU field, from the dropdown list, select the Network VRU configured for ECE (page 24). Select a network VRU 9. On the Routing client tab, provide the following details: Name: Provide a name for the routing client. Default media routing domain: From the dropdown list, select None. Default call type: From the dropdown list, select None. Client type: Set it to MediaRouting. Click Save.
Configure routing client 10. On the Default route tab, in the Media Routing Domain field, ensure that the Route: field is set to None.
11. Click Save. Note down the Logical controller ID generated in the Logical Controller tab. It is needed while configuring MR PIM. Important: Now install the MR PG and configure the MR PIM. For more information, see the Unified CCE Installation Guide. Configuring Agent Desk Settings Important: Skip this section if you are using Packaged CCE. This component is automatically configured in Packaged CCE. Agent desk settings are a common set of properties for a group of agents working on voice call requests.
Configuring Agent Peripheral Gateway (Agent PG) Important: Skip this section if you are using Packaged CCE. This component is automatically configured in Packaged CCE. An Agent PG is required for creating one or more peripherals that manage agent distribution within Unified CCE. Configure an Agent PG using the Configuration Manager and then install it on the appropriate machine. These Agent PGs are used for inbound email, outbound email, chat, callback, and delayed callback activities.
Secondary CTI address: Provide the address of the secondary CTI server in the format IP_Address:Port_Number. You can either provide the IP address, or the host name. The secondary CTI address is needed only if the Unified CCE system is duplexed. Configure agent PG 6. Click [2] Add Peripheral. A new set of tabs appear. 7. On the Peripheral tab, do the following: Default desk settings: From the dropdown list, select the agent desk settings configured for ECE (page 31).
Enable post routing: Select the option. Select agent desk settings 34 8. On the Routing client tab, in the Name field, provide a name for the routing client. 9. On the Agent Distribution tab, do the following: a. Click New. b. Select the Enable agent reporting option. c. Select the Agent event detail option. d. In the Currently Selected Site section, set the following: Administration & Data Server site name: Provide the host name of the machine where distributor is installed.
10. Click Save. Configure agent distribution Configuring Application Path An application path is required to open a communication channel with a CTI server associated with an Agent PG. It is used for agent and task status reporting. For each Agent PG, create an application path that ECE will use to connect to the Agent PG. Create a single application path and add all the MRD-peripheral combinations for the Agent PG to the application path member list.
3. In the Application Object Filter window, in the Disable / Enable application object filter section, in the Superuser password field, provide the password of the superuser and click the Disable button. Click OK. Provide the password of the superuser 4. In the Configuration Manager window, browse to Tools > List Tools > Application Path List. 5. Double-click Application Path List. 6.
Click Save. Configure application path 9. In the Configuration Manager window, go to Options > Application Object Filter. 10. In the Application Object Filter window, in the Disable / Enable application object filter section, click the Enable button. Click OK. Configuring Agents An agent is created in Unified CCE for mapping to users in ECE. Create all agents for whom routing or reporting is done in Unified CCE. If you plan to use Precision Routing, you need to assign attributes to agents.
A new entry is created and a new set of tabs appear. 6. 7. On the Agent tab, provide the following details: Enable logins: Select the option. Enable Single sign-on (SSO): Select this option if you want to use single sign-on for the agent. Password fields are disabled if you select this option. First name: Provide the first name. Last name: Provide the last name. Login name: Provide the login name for the agent.
A skill group is created in Unified CCE for mapping to user groups in ECE. The skill group members (agents) are administered and managed in Unified CCE. A skill group (with associated skill group members) is used in scripts to facilitate routing through Unified CCE to the skill group. This is used for inbound email, outbound email, chat, callback, and delayed callback activities.
7. On the Skill Group Members tab, do the following: a. Click the Add button. b. From the Add Skill Group Member window, select the agents to be added in the skill group. Click OK. Select members for the skill group 8. Click the Add Route button. A new tab appears. 9. On the Route tab, in the Name field provide the name for the route and click Save.
Configuring Dialed Number/Script Selectors A script selector is a keyword that identifies the routing script for an activity request from ECE to Unified CCE. Script selectors are used in routing scripts as part of the Dialed Number node. Individual script selectors are required for the following activities: inbound email, outbound email, chat, callback, and delayed callback activities. Make sure to complete these steps for each type of activity.
Configure script selector 7. Click the Dialed Number Mapping tab. Click Add. 8. On the Dialed Number Map Entry window, associate the script selector with a call type. Map call type 9. Click OK to save the entry. Then click Save to save the script selector configuration. Creating Scripts A routing script determines the path and target object for an activity routed from ECE to Unified CCE.
activities. Make sure to complete these steps for all these activities. You do not need routing scripts for outbound email activities. Universal queues and Precision queues can be used in the scripts configured for ECE. Precision queues cannot be used if you are using Unified CCE 11.0(1) version. For details about creating universal queues, see the Scripting and Media Routing Guide for Unified CCE available at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html.
7. In the Queue to Skill Group Properties window, on the Queue tab, in the Skill Group column, select a skill group. Select a skill group 44 8. Next, in the Palette window, on the General tab, click the Line Connector button and configure the success and error paths for each node. This creates the routing path of the script. 9. Click the Validate Script button to check if the script is created properly. If there are any errors, fix them.
10. Click the Save button to save the script. A sample script To display dynamic content (page 66) to chat customers (for example, wait time, activity ID, etc.) while chat requests are being processed by the system, ensure that the Run External Script node is configured. 11. In the ICM script, add the Run External Script node and select the Network VRU script created on page 25.
The script will look like this. A sample script After creating a script, map the script to a call type, MRD, and script selector. Also set the run schedule for the script. 12. In the Script Editor window, go to Script > Call Type Manager. 13. In the Call Type Manager window, in the Call Directory tab, do the following: 46 a. In the Media Routing Domain field, from the dropdown list, select the MRD configured for ECE (page 22). b.
c. Next, click the Add button. The Add Call Type Selector Entry window appears. In the Call type field, select the call type configured for ECE (page 25). Click OK. Map the script to a call type, MRD, and script selector 14. In the Call Type Manager window, in the Schedule tab, do the following: a. In the Call type field, from the dropdown list, select the same call type you selected in Step 13. b. Next, click the Add button. In the Add Call Type Schedule window that appears, do the following: i.
Configuring Device Targets Individual device targets are required for routing voice calls for callback and delayed callback activities. Complete these steps for all these activities. Device targets are not needed for inbound email, outbound email, and chat activities. To configure a device target: 1. Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager. 2. In the Configuration Manager window, browse to Tools > Explorer Tools > Device Target Explorer. 3.
Configuring Expanded Call Context (ECC) Variables Important: Skip this section if you are using Packaged CCE. This component is automatically configured in Packaged CCE. ECC variables are used in Unified CCE scripts to facilitate and influence routing. ECC variables have a maximum length of 256 characters. Both Scalar and Array ECC variables are supported. ECC variables are required for inbound email, outbound email, chat, callback, and delayed callback activities.
6. In the Expanded Call Variable List window, in the Select filter data section, click Retrieve. Then, in the Expanded Call Variable section, click the Add button. 7. Type the name and length of the ECC variable. A maximum of 256 characters are allowed. Make sure to use the exact names as provided here. 8. user.ece.activity.id (needed for all types of activities) user.ece.customer.name (needed for callback and delayed callback activities) Click Save.
Creating Attributes To create an attribute: 1. Launch the CCE Web Administration page, using the URL: https://Server_Name/cceadmin/ 2. Login using the administrator credentials. 3. Go to Manage > Attributes. 4. On the Manage Attributes page, Click New. 5. In the Name field, type a unique attribute name. 6. From the Type dropdown list, select the type of attribute, which can be Boolean or Proficiency. 7.
4. In the list of agents, select an agent to assign attributes. 5. On the Attributes tab add the required attributes to agent and set the values for the attributes. click Save. Assign attributes to agents Creating Precision Queues To create a precision queue: 52 1. Launch the CCE Web Administration page, using the URL: https://Server_Name/cceadmin/ 2. Login using the administrator credentials. 3. Go to Manage > Precision Queues. 4.
d. Create the steps for the precision queue and in the expressions use the attributes created for ECE. Sample precision queue Adding Precision Queue Node to the Scripts In the scripts for ECE, add the precision Queue node. For details about doing this task see the Precision Routing Documentation available at: http://docwiki.cisco.
Creating Enterprise Skill Group To create enterprise skill groups: 1. Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager. 2. In the Configuration Manager window, browse to Tools > List Tools > Enterprise Skill Group List. 3. Double-click Enterprise Skill Group List. 4. In the Enterprise Skill Group List window, in the Select filter data section, click Retrieve. 5. Click the Add button. A new entry is created and the Attributes tab appears. 6.
Creating Enterprise Routes To create enterprise routes: 1. Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager. 2. In the Configuration Manager window, browse to Tools > List Tools > Enterprise Route List. 3. Double-click Enterprise Route List. 4. In the Enterprise Route List window, in the Select filter data section, click Retrieve. 5. Click the Add button. A new entry is created and the Attributes tab appears. 6.
Adding the Queue to Agent Node in Scripts To add the Queue to Agent Node in scripts: 1. Open the script you are using for routing emails in ECE. 2. Add the Queue to Agent node in the script and configure the following: a. Peripheral: Select the
2. Install ECE 11.5(1). Refer to the Enterprise Chat and Email Installation Guide for Unified CCE or Enterprise Chat and Email Installation Guide for PCCE for a detailed list of deployment options and installation steps corresponding to each deployment. The document also guides you through the procedure of setting up the integration. 3. From the Windows Services panel, start the Cisco service, and wait for 2–3 minutes before launching the URL to allow all the application services to start. 4.
Configuring Finesse Perform these tasks after installing ECE. Cisco Finesse enables the use of custom gadgets for Voice & Multichannel (ECE), facilitating the ECE user interface to be embedded within a gadget to provide contact center agents a unified desktop experience. Important: Before you begin the configuration, ensure that the Finesse VM and software are installed and ready for use. Also, ensure that ECE is installed.
Configuring Finesse Settings and Layout Perform these tasks from any local machine. To configure the Finesse settings and layout: 1. Launch the URL: http://Finesse_Server_Name/cfadmin. Login as a finesse administrator. 2. Configure the Contact Center CTI Server Settings and Contact Center Enterprise Administration & Data Server Settings. Configure the settings 3. From Desktops Layout section, configure the layout for the ECE and Solve gadgets.
Starting Finesse Services To start the Finesse services: On the Finesse server, restart Finesse Services by doing the following: 1. Connect to the Finesse Server using a remote client tool. For example, putty. 2. Login using the Finesse Administrator account. 3. Restart Cisco Tomcat service. utils service restart Cisco Tomcat 4. Restart Cisco Finesse Tomcat service.
Setting Up Integrated Objects Configuring Variables in ECE Verifying Mapping of Objects in the Administration Console Setting up Business Objects in the Administration Console Setting Up Services in the System Console Setting Up Web Links for Chat and Callback Configuring Dynamic Messages for Integrated Chats Related Documentation
This chapter provides an overview of the process of setting up ECE–Unified CCE objects. Configuring Variables in ECE While sending new activity requests from a queue to Unified CCE, EAAS sends call variables and ECC variables to Unified CCE as task context. By default, the following activity attributes are sent to Unified CCE as ECC variables.
Setting up Business Objects in the Administration Console See the following guides for the details of the procedures mentioned in this section: Enterprise Chat and Email Administrator’s Guide to Routing and Workflows Enterprise Chat and Email Administrator’s Guide to Email Resources Enterprise Chat and Email Administrator’s Guide to Chat and Collaboration Resources To set up ECE business objects in the Administration Console: 1. Launch the URL: http://ECE_Web_Server/Default_Partition. 2.
Setting Up Services in the System Console Service processes are managed at the system level as shared resources across partitions. Service instances are managed within partitions. See Enterprise Chat and Email Administrator's Guide to System Console for the details of the procedures mentioned in this section. This section helps you set up processes and instances for the following services: Retriever: Gets incoming emails from configured aliases and parses them.
7. Browse to Shared Resource > Services > Workflow > Workflow Engine and verify that the Workflow Engine process is running. If the process is in a stopped state, start the process by clicking the Run button. Also ensure that the start type for the service process is set to automatic. 8. Browse to Partitions > Partition > Services > Workflow > Workflow Engine and ensure that the start type for the service instance is set to automatic. Start the Workflow Engine instance. 9.
Configuring Dynamic Messages for Integrated Chats Dynamic Run Application Script Request (DRASR) allows you to display wait messages with dynamic text (such as expected wait time) to customers while chat and call requests are being processed by the ECE and Unified CCE integrated systems. You can use ECC variables and call variables to display the dynamic content. For details about configuring DRASR, refer the Enterprise Chat and Email Administrator’s Guide to Chat and Collaboration Resources.
Managing and Maintaining Servers Best Practices for Configuring Servers Routine Maintenance Tasks Performance Tuning Considerations
This chapter will assist you in understanding how to configure and maintain the ECE servers. Best Practices for Configuring Servers For All Servers This section describes the best practices for configuring all the ECE servers. For database server, there are some additional best practices that are listed in the section “Additional Best Practices for Database Servers” on page 68.
In order to ensure that select queries from the application execute optimally, and with the least possibility of encountering SQL deadlocks with other modification queries, it is required that the Read commit snapshot property is enabled for the Active database. To enable this property: a. Ensure that ECE is stopped completely. All distributed components such as the services server, all application servers and messaging server should be stopped.
Archive Database Important: The Archive database is available only in installations that use the Standard Edition of Microsoft SQL. Set the archive database properties as follows: Properties of Datafile: Data file size should be set to 5 GB. Autogrowth should be set to 500 MB. Transaction log file size should be set to 2 GB. Autogrowth should be set to 2 GB. Reports Database Important: The Reports database is available only in installations that use the Enterprise Edition of Microsoft SQL.
b. Right-click the database name and from the menu, select Properties. In the Database Properties window select Files, and in the Database files section, in the Autogrowth field click the Assistance button. c. In the Change Autogrowth for File_Name window, select the Enable Autogrowth setting and configure the autogrowth settings. Enable the autogrowth setting Routine Maintenance Tasks For All Servers This section describes the routine maintenance tasks for the ECE servers.
Additional Tasks for Database Servers In addition to the routine maintenance tasks that apply to all the ECE servers, there are some special tasks for the database server that are described in this section. Performing Disk Defragmentation Weekly defragmentation is recommended. Note that it requires downtime. Monitoring Summarization Job Runs On a weekly basis, verify that all the summarization jobs enabled for ECE are running successfully at the scheduled times.
The jobs that did not run successfully, will show a warning sign and you can expand the row to see the reason of failure. Sample job runs Creating Backup Copies Backups are critical in case of hardware failure. The following backup policy ensures that you won’t lose more than one hour of data. SQL supports full recovery model and hence this policy is strongly recommended. When the recovery mode is set to full it is necessary to backup transactional logs periodically.
Performance Tuning Considerations One of the first steps towards tuning an application is to determine evolving requirements, which is not easy as requirements are likely to vary across different types of users. Administrators, typically, want the system to be easily configurable for various user loads, security needs, and application uptime.
