Installation Guide
Table Of Contents
- Overview
- Installing QM
- Introduction
- Prerequisites
- Installing QM Services
- QM Configuration Setup
- Setting Up NT Authentication for the Cisco Unified CC Database
- Setting Up Named Pipes for the Cisco Unified CC Database
- Installing QM Desktop Applications
- Using Automated Package Distribution Tools
- Removing QM
- Index
Quality Management Installation Guide
10 June 2007
QM 2.3 Components
The following client applications and services make up the QM system.
Client Applications
The QM client applications are installed from web pages created on the Base Services
server.
QM Administrator
QM Administrator is used to assign user roles, set up groups, create and manage
evaluation forms, set up workflows for recording customer contacts, set up recording
archiving, and maintain the QM system.
QM Desktop
QM Desktop is used by evaluators to score contacts, by agents, supervisors, and
managers to view evaluated contacts and reports, and by archive users to access
archived contacts. Each user role has a different level of access to information.
QM Recording
QM Recording, located on the agent PC, is responsible for recording contacts and
collecting metadata associated with recorded calls. The recordings are uploaded to
the Voice server and the metadata is uploaded to the QM database.
Services
The QM services are installed from the QM CD.
CTI Service
The QM CTI service acts as a bridge between the QM Recording service and the Cisco
Unified Communications Manager/CTI Manager. It sends events to the QM Recording
service when the status of monitored phones changes.
DBCleaner Service
The DBCleaner service purges records from the QM database and media files from
the Voice server on a daily basis according to the retention times configured in QM
Administrator.
DBProxy Service
The DBProxy service is the single point of connection between users and the QM
database.