Enterprise Intelligence Solutions

Archive Administration Guide

Version 11.2

Document Revision 1.02

Confidential and Proprietary Information of Verint Systems Inc.

© 1992–2015 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.

All materials (regardless of form and including, without limitation, software applications,
documentation, and any other information relating to Verint Systems, its products or services) are
the exclusive property of Verint Systems Inc. Only expressly authorized individuals under
obligations of confidentiality are permitted to review materials in this document. By reviewing
these materials, you agree to not disclose these materials to any third party unless expressly
authorized by Verint Systems, and to protect the materials as confidential and trade secret
information. Any unauthorized review, retransmission, dissemination or other use of these
materials is strictly prohibited. If you are not authorized to review these materials, please return
these materials (and any copies) from where they were obtained. All materials found herein are
provided “AS IS” and without warranty of any kind.
Verint Systems Inc. does not warrant, guarantee or make any representation regarding the use or
the results of the use of the information, links, tools, and materials in terms of the accuracy,
reliability, quality, validity, stability, completeness, currentness, or otherwise of its content or
products. The entire risk as to the use, results and performance of information, links, tools and
materials provided or referenced herein is assumed by the user. Verint Systems Inc. shall not be
liable for damages resulting from the use, misuse or unlawful use of the information, links, tools,
and materials contained or referenced herein.
Any third party technology that may be appropriate or necessary for use with the Verint Product is
licensed to you only for use with the Verint Product under the terms of the third party license
agreement specified in the Documentation, the Software or as provided online at
http://verint.com/thirdpartylicense. You may not take any action that would separate the third
party technology from the Verint Product. Unless otherwise permitted under the terms of the third
party license agreement, you agree to only use the third party technology in conjunction with the
Verint Product.
The Verint Systems Inc. products are protected by one or more U.S., European or International
Patents and other U.S. and International Patents and Patents Pending.

All marks referenced herein with the ® or ™ symbol are registered trademarks or trademarks of
Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their
respective owners.

Visit our website at www.verint.com/intellectualpropertynotice for updated information on Verint

Intellectual Property.

Document Revision 1.02

Published November 20, 2015
 Contents

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

1 Overview of Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Archive overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Central Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Local Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Archive components and server roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Archive data flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Terms to know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Supported archive devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Overview of setup procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2 Enterprise-level configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Archive server roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Assign the database roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assign the Central Archive role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Associate recorders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Assign the Content Server role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Recording Management > Campaigns functions . . . . . . . . . . . . . . . . . . . . . . . . 27
Archive campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Campaigns > Settings page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Create a campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Start dates for campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Add conditions to campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Campaigns > Conditions page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Data types and operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Conditions to include calls where Agent ID is unknown . . . . . . . . . . . . . . . . . . 46
Edit a campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Change a condition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Delete a campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Archive schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Campaigns > Schedules page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Create a schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Edit a schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Delete a schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Archive media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
 Contents

Campaigns > Archive Media page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Create a fixed media definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Fixed media definition fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
EMC Centera PEA file placement and connection string examples. . . . . . . . . . . . . . 59
Stop the deletion of archived calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Edit a fixed media definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Copy a fixed media definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Delete a fixed media definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

3 Server-level configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Access Recorder Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Check database settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Define Archive drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Archive > Drives page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Add or edit an Archive drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Archive drive settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Manage campaign recorders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Verify archive media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Replace a physical archive device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Transfer archived data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Reprocess and reset watermarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Review general archive settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
The Archive Settings fields and buttons . . . . . . . . . . . . . . . . . . . . . . . . . 84
Check archiving status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

4 Archive redundancy and failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Redundant archive media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Configure parallel drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Configure one drive with two media targets . . . . . . . . . . . . . . . . . . . . . . . . . 91
Failover deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Configure Primary and Secondary Archive servers . . . . . . . . . . . . . . . . . . . . . . 93
Activate failover server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

A Archive failsafe mechanisms and maintenance checks . . . . . . . . . . . . . . . . . . . 95

Archive file marking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
The Archive failsafe job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Failsafe configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Disable Archive failsafe notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Manual maintenance checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Use a weekly checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Check data transfer rates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Check campaign recorder assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Confirm TAR file creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Check third-party archiving tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Monitor errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Archive alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Archive Administration Guide 4

Confidential and Proprietary Information of Verint Systems Inc.

 Contents

B Moving archived files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Moving vs. transferring files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Move files to a new location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108

C Archive troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Configuration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Replay issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Post-upgrade issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
General operation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Local Archive issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Archive Administration Guide 5

Confidential and Proprietary Information of Verint Systems Inc.

 Preface

About this guide

The Verint Archive Administration Guide provides an overview of Archive functionality

and includes the procedures for setting up and administering archiving locally or for the
enterprise.

Intended audience
This document is designed to be used by:
 System administrators involved with the configuration, management, and
maintenance of the Archive system.
 Enterprise administrators and system integrators who set up recording systems for
an organization.

Related documents
This guide is one of a set of documents designed to help you deploy and use the Verint
suite of products. The following table lists the related documents in the set and shows
the relationship of those guides to this guide.

Document Category Document Title

Deployment Reference Deployment Reference Guides

Technical Overview

Site Preparation Checklist

Installation & Configuration Checklist

Preface About this guide

Document Category Document Title

SR Validator Tool Guide

Installation Installation and Upgrade Guide

Configuration Enterprise Manager Configuration and

Administration Guide

Recorder Configuration and

Administration Guide

Security Configuration Guide

Administration Archive Administration Guide (this guide)

Additional Guides User Management Guide

Documentation feedback
We strive to produce the highest quality documentation products and welcome your
feedback. If you have comments or suggestions about our guides or online help, you can
email us. Please include the following information with your feedback:
 Product name and version number
 Name of online help or guide
 Topic name and page number (if applicable)
 Brief description of content
 Your suggestion for correcting or improving the documentation
Please send your messages to [email protected].
The email address is only for documentation feedback. If you have a technical question,
please contact Technical Support.

Archive Administration Guide 7

Confidential and Proprietary Information of Verint Systems Inc.

Preface About this guide

Technical support
Our goal at Verint Systems is to provide you with the best products backed by a high-
quality support network with a variety of resource options. Verint Systems Technical
Support services include email and telephone support.
To learn more about the support options that best suit your needs, visit us at
verint.com/EISsupport.

Verint University
In addition to documentation, online Help, and support services, Verint Systems also
offers both classroom-based and online learning alternatives to suit your specific needs.
To learn more about available training options from Verint Systems, visit us at
verint.com/training.

Archive Administration Guide 8

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 1

Overview of Archive

This chapter explains the way Archive works and the different components of the
system.

Topics
 Archive overview, page 10
 Archive components and server roles, page 15
 Supported archive devices, page 19
 Overview of setup procedures, page 20
Chapter 1 - Overview of Archive Archive overview

Archive overview
Once a recorder has completed a recording, it is stored locally. The call storage drive, no
matter how large, has some limit to its capacity, so the older calls that you want to keep
must be moved to long term storage (archived). Archive transfers recorded content
from recorders to storage media for long-term storage, legal compliance, or disaster
recovery.
Archive can be used for Local or Central Archive.

The Local Archive functions pull and archive specified recordings from a single, local
Recorder only; the Central Archive functions pull and archive recordings from Recorders
across the enterprise.

Archived content
Each archived recording may contain binary data (WAV for audio, SCN or AVI for screen,
if supported) and an energy file, where generated. Each recording is also archived with
the XML file that was generated when the content was recorded; this XML file contains
descriptive information about the recording from the integration.

NOTE The Verint Acquisition Recorders do not generate an XML file; legacy 7.x
Recorders and Version 11 and later Recorders generate the XML file for
each recording.

The individual archived recordings are bundled into large TAR files for efficient storage.
Each TAR file, by default, contains 100MB of data, which is approximately 1.5 hours of
uncompressed voice recordings. TAR files are written to media every hour (3600
seconds) whether or not the 100MB maximum size is reached.

Replay of archived content

Archived recordings (central or local) can be replayed from any Archive Server that can
access the media on which the recordings are stored.

Re-archiving content
Recordings are re-archived when there are post-call updates. When there is more than
one INUM for an archived call that requires an update, the Primary INUM is re-archived.
The Secondary INUM may not be. Only the most recent INUM is included in the search
results.

Archive Administration Guide 10

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Archive overview

Voice biometrics and Archive (in non-Trading environments)

In addition to the standard case of using Archive to select recorded calls for long-term
storage, legal compliance, or disaster recovery, you may also need to consider archiving
calls specifically related to voice biometrics.
The following types of voice biometrics calls are likely candidates for archiving:
 Calls used for enrollment
Enrollment, the process of creating a voiceprint for a user (employee or customer),
is based on recorded calls. The calls could have originated from a customer
interaction or the call could be the product of uploaded audio you’ve obtained from
an external source.
The audio used for enrollment may need to be reused in the future for a major
software upgrade, disaster recovery, or to review the audio if the voiceprint is not
yielding desired results. In these cases, you may need to recreate the voiceprints. If
you use Archive to store the audio, you have an easy way to retrieve and access the
audio at any time.
 Calls with high watch list detection probability
If you created watch lists with voiceprints of people you want to detect on calls due
to potential fraudulent activity, you will likely want to use Archive to store the calls
where the detection probability is judged to be relatively high. These archived calls
can be used for case management by your security team.

Related topics
Local Archive, page 13
Central Archive, page 12
Terms to know, page 18

Archive Administration Guide 11

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Central Archive

Central Archive
To perform Central Archive, the Central Archive role (installed as part of the Recorder
Platform) should be enabled on a designated archive server. The Central Archive server
is capable of fetching calls from any Recorders associated to that Central Archive role.
Central Archive servers use the rules, called campaigns, to select which recordings are
archived. In addition to the campaigns that determine what is archived, you can set up
schedules to specify when the recordings are archived. The Archive drive definitions you
create determine where the archived recordings are stored. Once Archive starts moving
recordings from one or more associated Recorders into an Archive media, you can
monitor archive performance.

Relationship between the Central Archive server and other servers

Related topics
Local Archive, page 13
Archive data flow, page 16
Overview of setup procedures, page 20

Archive Administration Guide 12

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Local Archive

Local Archive
Local Archive is recorder-centric, storing recorded content from a single Recorder only.
Local Archive is only available on servers assigned the TDM, IP, or Screen Recorder
roles; it relies on Recorder processes to determine the content to be archived.
You can archive 100% of the recordings from a Recorder, or as with Central Archive, you
can set up campaigns to archive selected local content that meets defined criteria and
set a schedule for archiving.

IMPORTANT Selective Local archiving only stores specific content from the local
recorder. If screens are recorded on a separate recorder, they will not be
archived. To avoid losing content, see “Local Archive issues” on page 114.

Although the content to be archived is local to the Recorder, the drive used for storage
does not have to be. You can store the recorded content on a DVD or tape drive
attached to the recorder, or archive it to a fixed SAN, FTP or EMC Centera drive.
Once Archive starts moving recorded content into a repository, you can monitor archive
performance.

Archive Administration Guide 13

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Local Archive

Relationship between a recorder with Local Archive and other components

Related topics
Central Archive, page 12
Archive data flow, page 16
Overview of setup procedures, page 20

Archive Administration Guide 14

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Archive components and server roles

Archive components and server roles

Archiving components, including the Archive database, may be installed with the
Recorder or on separate servers. These installed components rely on configuration data,
especially server role assignments, from the Enterprise Manager.
The following table lists and describes the Archive components and the corresponding
server roles.

Installed Corresponding Description

Component Server Role

Archiver Central Archive The Archiver service runs on a Recorder or

standalone Central Archive server and performs
the actual archive activity.
The corresponding Central Archive role is only
necessary when performing Central Archive
tasks; other forms of archive require no role.

Archive Archive Database The database where Archive configuration,

Database status information, and bulk archive locations
are stored.
Database details are configured in the Archive
Database Service role.

Archive Interaction A standalone service configured underneath IIS

Web Applications as part of the Interaction Applications role that
Service provides all access to the Archive Database.
Individual processes, such as replay, do not
access the database directly. The Version 11.2
web service uses Windows authentication for
database access.

Content Content Server The Content Server role must be enabled on all
Server recorder and Central Archive servers to fetch
and replay recorded and archived content.

The Archive components also rely on configuration data from Recorder Manager on the
local archive (if implemented), central archive (if implemented), and recorder servers.

Related topics
Archive overview, page 10
Archive data flow, page 16

Related information
Server Roles, Role Settings, and Role Associations (Enterprise Manager Configuration
and Administration Guide or the online help for the Server Role page)

Archive Administration Guide 15

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Archive data flow

Archive data flow

The following diagram illustrates the complete Archive process data flow:

NOTE Refer to the diagrams in “Central Archive” on page 12 and “Local Archive”
on page 13 for other views of server level processes.

1 Enterprise configuration data is generated:

a. User assigns Archive server roles in the framework portal (Enterprise Manager)
under System Management > Installations.
b. If performing Central Archive, user associates Recorders with servers assigned
the Central Archive role.
c. User defines Campaigns (Central or selective Local Archive), schedules, and/or
media in the framework portal under Recording Management > Campaigns.

Archive Administration Guide 16

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Archive data flow

2 Enterprise Manager stores configuration data:

a. Media configuration data is stored in the Archive Database.
b. All other configuration data is stored in the Foundation Database.
3 Enterprise Manager builds configuration files that it distributes.
4 User defines Archive Drives in Recorder Manager.
5 Recorder Manager stores configuration details locally in configuration xml files.
6 The Archiver reads the XML files and determines which calls to archive:
a. Confirms archiving is currently allowed from target recorder based on associated
schedule (if any).
b. Queries the calls database for Central Archive jobs or Selective Local Archive
jobs.
c. Queries the Recorder Workflow for 100% Compliance Local Archive jobs.
7 Archiver fetches files in job list:
a. Direct read from call buffer for Local Archive.
b. HTTP fetch from remote Recorder for Central Archive.
Content Server retrieves the files for the HTTP fetch. Where an ATSM is
configured, if the contact is not on the ATSM, Content Server makes a UNC fetch
to the associated Acquisition Recorder.
8 Archiver builds TAR files.
 TAR files are built in memory within the Archiver process. 100MB of RAM is pre-
allocated for the TAR for each archive drive.
 Archiver does not recognize call stitching, so call segments may be archived to
different TAR files.
 Where Acquisition Recorders and Screen Recording are implemented, screen and
audio are archived together. Otherwise, screen and audio may be archived
separately.
9 The Archiver writes the TAR file to the target media every hour (3600 seconds) or
sooner if the TAR file reaches the 100MB file size.
10 Archiver updates the Archive Database with TAR file and storage details.

Related topics
Archive overview, page 10
Overview of setup procedures, page 20

Archive Administration Guide 17

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Terms to know

Terms to know
As you work with Archiving, you should be familiar with the following terms:
Archive Expiry. By default, all archived files that Archive writes are kept forever. If you
configure an expiry period on a particular SAN or EMC Centera drive in Recorder
Manager, all files written by that drive will be automatically deleted from the devices
after the expiry period has elapsed. Files written by other archive drives, even to the
same target media, will not be impacted by an expiry period configured on the first
drive.
Archive Drive. The drive is the logical definition of how to perform a specific archive
task against a specific media. For example, “run Campaign X against SAN drive Y with
expiry Z.”
Campaign. The campaign is the set of conditions that determine which calls are
archived. Campaigns enable you to select calls of certain types or within certain time
periods.
Media. The term media refers to the physical repository for the archive files. Tape
cartridges, DVD discs, Iomega REV cartridges are removable media. For fixed media,
the "media" is represented by the connection string (such as UNC path) used to access
the storage repository. Fixed media must be defined in the Enterprise Manager.
Removable media devices, such as tape drives or DVD drives, are defined in the
Recorder Manager of the server to which they are physically attached.
Schedule. The Schedule controls how often archive activity occurs on a recorder.
TAR file. The TAR file is a file type commonly used to collect many files into one larger
file for distribution or archiving, while preserving file system information. By default,
TAR files in Archive are 100MB.

Related topics
Archive overview, page 10
Supported archive devices, page 19
Overview of setup procedures, page 20

Archive Administration Guide 18

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Supported archive devices

Supported archive devices

Archiver can archive files to different types of media. However, CDs in any form are not
supported as local archive devices.
Archive supports the use of:
 HP DAT72, HP DAT160, HP DAT320 or DDS5 Tape Drive
 Sony AIT-3 AITI260S Tape drive (OEM part number SDX-700V/RB). This is the only
AIT model supported. Other AIT drives are NOT supported.

IMPORTANT Sony has declared this drive technology End of Life. Archive supports this
drive type to the extent that the manufacturer continues to support the
drives. Contact the drive manufacturer for more information. To transfer
archived media from Sony AIT drives to another type of media that is not
EoL, use the Archive Transfer Media feature.

 Iomega REV drive. This high-capacity storage device consists of a drive and
removable, exchangeable disks, which are, effectively, removable hard drives. Each
disk can hold 35 GB of uncompressed data and can be located externally (using USB
or Firewire) or internally (using SCSI, SATA, or ATAPI). Iomega does not provide
Windows 2008 R2 64-bit drivers. Contact the drive manufacturer for more
information.
 DVD-RAM, DVD RW, +/-, 4.7 GB. The Panasonic range of DVD devices are widely
supported, though others can be used. Panasonic models are:
- LF-D311
- LFD521E or OEM equivalent
- SW-9571
- LF-M621U or OEM equivalent SW-9572-CPN devices
- DMR Series Recorder devices
 EMC Centera Storage. Archive TAR bundles are written to Centera drives through
Centera API.
 FTP
 Network Drive
Any fixed media in the enterprise needs to be defined in Enterprise Manager before it
can be assigned for use with Archive. The Recorder Manager on the Archive servers
manages each removable media device.

Related topics
Archive overview, page 10
Overview of setup procedures, page 20
Add or edit an Archive drive, page 66

Related information
Specific device support and requirements (Customer Furnished Equipment Guide)

Archive Administration Guide 19

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Overview of setup procedures

Overview of setup procedures

To set up an Archive environment, you need to modify both enterprise and server-level
settings and create Archive resources at both levels.

Enterprise level setup

You need to modify enterprise-level settings and create enterprise-level Archive
resources in the Recording Management component of the framework portal (Enterprise
Manager), if required for your archive deployment. See the table below to determine
which, if any, enterprise settings are required for your environment.

IMPORTANT You must have Edit Installations user privileges to perform the setup
procedures.

The enterprise-level tasks you need to complete depend on your archiving

requirements. Use the table below to determine the Enterprise Manager configuration
procedures that are required to set up Archive to meet your needs.

Decision point Choice Enterprise Manager task Reference

Set database N/A > Assign Archive Database Archive server roles,
and Interaction Applications page 20
roles

Type of archive Central > Assign Central Archive and Archive server roles,
required? Content Server roles page 20

Local > Assign Content Server role Archive server roles,

page 20

Required archive Selective > Create Campaigns Archive campaigns,

mode? (Contact) page 35

Compliance > N/A

Archive processing Scheduled or > Define Schedules Archive schedules,

control required? Throttled page 60

Full-time > N/A

Type of archive San, FTP, > Define Media Archive media, page 65
storage device? Centera

DVD, Tape > N/A

Archive Administration Guide 20

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview of Archive Overview of setup procedures

Server level setup

Modify settings and create Archive resources in Recorder Manager for each recorder
(Local Archive) and/or standalone Central Archive server (Central Archive), depending
on the archive type required.

Recorder Manager Task Reference

Check Database Settings. Check database settings,

Ensure your Database settings correctly reflect your page 65
Contact Data Center database.

Create Archive Drives. Define Archive drives,

Create the required Archive drives. page 66

Related topics
Enterprise-level configuration, page 19
Server-level configuration, page 61

Archive Administration Guide 21

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 2

Enterprise-level configuration

Use features in Enterprise Manager to modify settings and create enterprise-level

Archive resources.

Topics
 Archive server roles, page 23
 Recording Management > Campaigns functions, page 27
 Archive campaigns, page 28
 Archive schedules, page 49
 Archive media, page 54
Chapter 2 - Enterprise-level configuration Archive server roles

Archive server roles

The first step in setting up Archive is to establish the Archive database and Archive Web
Service configuration through server role assignment in Enterprise Manager. This is a
prerequisite for other archive activity.
In addition, if setting up Central Archive, you need to assign the Central Archive role to
designate the Central Archive server and specify the recorders from which it may pull
content. You must also assign the Content Server role to the designated Central Archive
server.

IMPORTANT Before you can assign a role to a server, you must have the components
for that role installed on the server. The Central Archive role components
are installed as part of the Recorder Platform, so any Recorder server may
be assigned that role. Assign the Content Server role to these same
servers.

The Archive Database is installed on the SQL Server.

NOTE You must be assigned Edit Installations user privileges to create and
edit Archive installations.

Related topics
Assign the database roles, page 24
Assign the Central Archive role, page 25
Assign the Content Server role, page 26

Archive Administration Guide 23

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Assign the database roles

Assign the database roles

Assign the required database roles.

Procedure
1 Log in to Enterprise Manager.
2 Go to System Management > Enterprise > Settings.
3 In the Installations tree, select a server.
4 Click Server Roles.
5 Click to select the appropriate role:
 Archive Database
 Interactions Applications
6 Complete the Settings page (if available) for that role.
7 Click Save.
The Interactions Applications role is auto-associated with the Archive and Contact
databases.

Related topics
Assign the Central Archive role, page 25
Assign the Content Server role, page 26

Related information
Field descriptions and recommended values (online help for the Server role Settings
page)

Archive Administration Guide 24

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Assign the Central Archive role

Assign the Central Archive role

To enable Central Archive, assign the Central Archive role to designate the Central
Archive server and to specify the recorders from which it may pull content.
There are no Settings for this role.

Procedure
1 Log in to the framework portal (Enterprise Manager).
2 Go to System Management > Enterprise > Settings.
3 In the Installations tree, select a server.
4 Click Server Roles.
5 Click to select Central Archive.

What to do next
Associate recorders, page 25

Related topics
Assign the Content Server role, page 26

Associate recorders
To have the content from a number of recorders archived centrally, you need to
manually associate the recorders with the Central Archive server.

No default associations
There are no default associations. You must manually associate recorders with the
Central Archive server.The Central Archive server can only fetch content from the
recorders with which it is associated. If you do not associate a recorder with the Central
Archive server, Central Archive cannot and will not fetch content from that recorder.
Associating recorders to a specific Central Archive server allows you to split the recorder
load across Central Archive servers for geographic or performance reasons.

Central Archive and Screen recording

To Archive calls in Screen-only recording, you must enable the IP Recorder or TDM
Recorder role, as well as the Screen Recording role on the recorder server that you
associate with the Central Archive server.

Archive Administration Guide 25

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Assign the Content Server role

Procedure
1 In the System Management Installations tree, expand the server assigned the
Central Archive Role.
2 Select the Central Archive role.
3 Click Server Associations.
The right pane shows the servers defined for the enterprise.
4 Click to select the Recorders to be "serviced" by the selected Central Archive Server.
5 Click Save.
A message indicates when the associations are saved.

Related topics
Archive server roles, page 23

Assign the Content Server role

Though not specifically an Archive server role, the Content Server role must be enabled
on all recorder and Central Archive servers in order to fetch and replay recorded and
archived content.

Procedure
1 Log in to the framework portal (Enterprise Manager).
2 Go to System Management > Enterprise > Settings.
3 In the Installations tree, select a recorder or Central Archive server.
4 Click Server Roles.
5 Click to select Content Server.
6 Complete the Settings and Associations for the Content Server.
7 Enable the role on each recorder and Central Archive server in the system.

Related topics
Archive server roles, page 23

Related information
Setting and association information (Enterprise Manager Configuration and
Administration Guide or the online help for the Server Role page)

Archive Administration Guide 26

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Recording Management > Campaigns functions

Recording Management > Campaigns

functions
Once you have assigned the Archive server roles, use the Recording Management >
Campaigns functions in Enterprise Manager to create campaigns, schedules, and
media.
Campaign objects determine what is archived; schedule objects specify when it is
archived. The media objects define the storage areas.

Recording Management object interaction in the Archive data flow

Use the Recorder Manager on the individual Archive servers to configure archive drives.
The drive definitions specify where the selected files are stored. You can also use
Recorder Manager to monitor Archive performance and complete other Archive tasks.

Related topics
Archive server roles, page 23
Archive campaigns, page 28

Archive Administration Guide 27

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Archive campaigns

Archive campaigns
Campaigns allow you to selectively archive recordings. You specify which recorded
content from which Recorders should be archived and under what conditions. Content
that a campaign pulls can be from different types of Recorders, such as IP, TDM, Screen,
as well as from any combination of these.
Campaign conditions apply rules that allow the filtering of calls based on call metadata.
For example, you can specify that all calls lasting greater than 30 seconds from all
Recorders will be archived. You can even specify agents whose every call will be
archived by the campaign.
A campaign can be run on one or more Archive Servers.
You must create at least one campaign when using Central Archive to archive recordings
across the enterprise.

NOTE If you are connecting to a legacy Contact Database that archived calls
based on rules, you will need to recreate the rules as campaigns. Legacy
rules (Storage Manager rules) cannot be imported.

NOTE You must have Edit Campaign and View Campaign privileges to edit
and view campaigns.

Related topics
Create a campaign, page 30
Start dates for campaigns, page 31
Campaigns > Conditions page, page 34

Archive Administration Guide 28

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Settings page

Campaigns > Settings page

The Recording Management > Campaigns > Settings page lists defined campaigns.

The following information is shown for each campaign:

Item Description

Name The name of the Campaign.

Description The optional description of the Campaign.

Example: The scope of the campaign or its objectives are
included in the Description.

Type The type of campaign - Central Contact Campaign.

Enabled A check indicates that the campaign is Enabled, which means

that it may be assigned to defined archive drives (in Recorder
Manager). When cleared, the campaign is not enabled and
may not be assigned to any drives.

Archive Administration Guide 29

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Create a campaign

Item Description

Start Date The first date for which this campaign will select calls,
Optional according to the time of arrival in the calls database. The
Start Date includes both date and time. The Start Date
includes both date and time. This date will override any other
dates set for the drive.

End Date The last date for which this campaign will select calls,
Optional according to the time of arrival in the calls database. The End
Date includes both date and time.

Related topics
Create a campaign, page 30
Start dates for campaigns, page 31
Campaigns > Conditions page, page 34

Create a campaign
Create a campaign to establish a set of conditions that select specific recordings for
Archive.

Procedure
1 On the Recording Management > Campaigns > Settings page, click Create.
2 Type a Campaign Name and enter an optional Description of the campaign.
3 Check Enabled to have the campaign available to assign to Archive drives.

NOTE If you click Save without checking the Enabled option, a message warns
that Campaign will only be effective if enabled. Do you want to continue
saving the Campaign?
You can create campaigns without enabling them. A campaign must be
enabled, however, to be assigned to archive drives.

4 Optional. Set the time period for the campaign to run.

Use the calendar controls to set the Start Date and the End Date for the campaign
to run.
5 Click Save.
Once you have the campaign created, you can edit it to add conditions.

Related topics
Start dates for campaigns, page 31
Campaigns > Conditions page, page 34
Add conditions to campaigns, page 32

Archive Administration Guide 30

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Start dates for campaigns

Start dates for campaigns

If a Start Date is configured in the campaign, then the campaign will start at the
specified time.
If no Start Date is configured in the campaign, then the start date for archiving is
determined by the circumstances of the configuration.

Scenario Start Date configured in Archive starting point

campaign?

Newly-configured Local Yes Time/date specified in

archive drive that uses Start Date for campaign.
campaigns
No Time/date specified in the
drive definition in Recorder
Manager (Archive Starting
Point)

Newly configured central Yes Time/date specified in

archive drive with initial Start Date for campaign.
recorders associated to
campaign No Current time

Existing central archive Yes Time/date specified in

drive with newly- Start Date for campaign.
associated recorders
No Current time

Archive service is restarted Yes or No Archive starts from the

last successful point.

Related topics
Create a campaign, page 30
Add conditions to campaigns, page 32

Archive Administration Guide 31

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Add conditions to campaigns

Add conditions to campaigns

Campaign conditions are the "rules" that Archive uses to determine which recordings are
to be archived. Adding conditions is a creative process that depends on the objectives of
the Campaign. A campaign condition can filter out specific agents or calls exceeding a
certain duration. Campaign conditions apply to the selected Campaign.

Example: Condition that archives a specific agent’s calls

For the field named Agent, attach the Equal To operator, and assign a value of JSmith.
Now, every time this Campaign is run, calls where the agent is JSmith are archived.

Procedure
1 Click Recording Management > Campaigns > Conditions.
2 Select an existing campaign from the list.

3 In the Campaign Conditions area, click the Attribute drop-down to select an

Attribute to use in the condition.
The Attribute list includes standard CTI tagging information such as Agent Name,
ANI, Call Direction, and Contact Duration. The list also includes custom attributes
specific to the deployment.
4 Select an operator such as Equal To, or Greater Than.
5 Specify the value to be applied to the Attribute and Condition.
Example: To filter all calls that last less than 30 seconds, you would type 30 in the
Contact Duration field and select Less Than as the condition. You can use more than

Archive Administration Guide 32

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Add conditions to campaigns

one condition per attribute. Multiple conditions defined for an attribute are joined by
OR.
Where values exist in the system, such as for Agent Name, Employee Group,
Organization, Call Direction and Custom Contact Data fields, there will be a pick list
or pop-up. Click the pencil icon to access the list or open the pop-up. Select valid
values from the items displayed.
6 Click Add.
7 Complete each row as described above.
The conditions that are included in the currently selected campaign are summarized
in the lower portion of the screen. You can also click the Summary button to
display the specified conditions in query format.
- To remove a condition you have added, select the condition in the summary list,
and then click Delete.
- To make changes to a condition you have added, select the condition in the
summary list. That condition becomes the active condition in the Condition area.
Change the Attribute, Condition, or Value as necessary, then click Update.
8 Click Save to set the conditions for the campaign.
Click Revert to return to the last saved version of the campaign to re-edit or to re-
save.

TIP The system treats items within a row (multiple conditions on the same
attribute) as though they were joined by an "OR." The word "OR" is
displayed.

The system treats the rows (conditions on different attributes) as though

they were joined by an "AND."

Related topics
Contact Attributes, page 34
Data types and operators, page 43
Create a campaign, page 30

Archive Administration Guide 33

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Campaigns > Conditions page

Use the fields on the Campaign Conditions page to set up the campaign details.

Condition fields

Item Description

Attribute column Select an attribute from the list. The Attribute list includes
standard CTI tagging information such as Agent Name,
ANI, Call Direction, and Contact Duration. The list also
includes custom attributes specific to the deployment.

Condition Select an operator such as Equal To, or Greater Than.

Value (third Type a value to be applied to the Attribute and Condition.

column) For example, to filter all calls that last more than 20
seconds, you would type 20 in the Contact Duration field
and select Greater Than as the condition. You can use
more than one condition per attribute. Multiple conditions
defined for an attribute are joined by OR.
Where values exist in the system, such as for Agent
Name, Employee Group, Organization, Call Direction and
Custom Contact Data fields, there will be a pick list or
pop-up. Click the pencil icon to access the list or open the
pop-up. Select valid values from the items displayed.

Contact Attributes
The following table lists and describes the available call Attributes and operators that
you can use in conditions for campaigns.

IMPORTANT For each Biometric attribute, the Description column identifies the type
of the voice biometric analysis on which the attribute can operate.
Analysis type can be:
Verification (customers and/or employees)
Detection (watch list targets)
Any (customers, employees, and/or watch list targets)
All (all of the types available)

Archive Administration Guide 34

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

Agent Name Equal To The name of the Agent logged on at the time
Not Equal To of the contact.

Any In List
Not In List

ANI GreaterThan The number from which the call was made.
Greater or Equal The Automatic number identification (ANI) or
Less Than Caller ID associated to the first recorded
segment of a call. ANI is derived from CTI
Less or Equal and is specific to the switch and call scenario.
In Range The ANI may not match the ANI of the initial
call into the call center. ANI is derived from
the first recorded segment of the call. For
example if a first recorded segment starts on
a consult, then the consultation call’s ANI will
be considered the ANI value for the segment.
Other examples where the ANI may not
match the ANI of the initial call into the call
center are call park or automatic transfers.
Some CTI integrations (such as Cisco JTAPI),
do not provide a specific ANI field. In these
cases calling/called party information is used
as a best alternative.
Some CTI integrations provide pre-routed/
translated ANI values or otherwise present
manipulated ANI values. The manipulated
ANI value is used if that is all that is available.
Some CTI integrations (such as Genesys and
Cisco ICM) provide explicit ANI information
and these are used explicitly, with no
additional logic applied.
Each segment’s ANI value is stored
separately within the segment, and ANI
values are not overwritten with values from
previous segments. Acquisition Recording
11.0 SP1 and prior solutions overwrite all
contact segments’ ANI with the first
segment’s ANI.

Archive Administration Guide 35

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

Biometrics Realtime Analysis Type: Any

Analysis Campaign name Select one of these values:
Reprocessing
 Realtime - The interaction was a real-
time interaction (that is, an interaction
that was selected by a recording rule)
that was analyzed by the Recorder
Analytics system.
 <CampaignName> - Select the name of
a specific campaign that has previously
been used by Recorder Analytics to
analyze calls.

Biometrics Not In List Analysis Type: Any

Detection Any In List The result of a voice biometrics analysis.
Result
Equal To Select one of the following:
Not Equal To  Found: person detected on interaction.
 High Saturation: audio sample too
distorted for detection to occur.
 Low Net Speech: insufficient audio for
detection to occur.
 Low Signal to Noise: too much noise for
detection to occur.
 No Attributes: expected CTI attributes
not present; unable to identify agent or
customer.
 Not Found: person not detected on
interaction.

Biometrics Greater Than Analysis Type: Detection

Detection Less Than The biometric voiceprint detection score
Score (numeric).
Greater or Equal
Less or Equal  Any value in a range from 0 to 16.
 Higher scores indicate a higher degree of
In Range
certainty that the detection was
Not Equal To successful.
Equal To

Archive Administration Guide 36

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

Biometrics Not In List Analysis Type: All

Detection Any In List  Type of voice biometric analysis
Type performed on the interaction. Select from
Equal To
the following values:
Not Equal To
 Agent Verification: agent on interaction
matched to a voiceprint that belongs to
that individual
 Customer Verification: customer on
interaction matched to a voiceprint that
belongs to that individual
 Watch list: person on interaction matched
to a voiceprint in a watch list

Biometrics Greater Than Analysis Type: All

Processed Less Than Number of seconds of audio examined on the
Time (sec) Greater or Equal interaction to complete the biometric
voiceprint detection or verification.
Less or Equal
Enter a specific number of seconds.
In Range
Not Equal To
Equal To

Biometrics True Analysis Type: All

Used for False Use to select interactions that have been used
Enrollment to create voiceprints. Use this option to
archive interactions in case you need to
rebuild voiceprints.
 True: interaction was used to create a
voiceprint for enrollment
 False: interaction was not used to create
a voiceprint for enrollment

Call Direction Equal To The origin of the call: Inbound, Internal, or

Not Equal To Outbound.

Any In List Calls where un-monitored devices

participated may have Call Direction show up
Not In List as inbound for an outbound call, or outbound
for an inbound call.

Archive Administration Guide 37

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

Channel In Range For Acquisition Recorders, this field may

Number Not Equal To represent the trunk number or recording
channel usually used for trunk side
Less or Equal recordings. For other Recorders, this value
Less Than represents the lower part of the unique INUM
Greater or Equal assigned to the call (and, as such, is not
generally useful as a campaign filter).
GreaterT han
Equal To

Conditional Equal To Conditional Custom Data fields (CCDs) can be

Custom Data Not Equal To used to tag the call with enumerated data
1-n from other sources. Only the CCDs you have
defined in your system will appear as possible
campaign filters.

Contact In Range The duration of the contact in seconds. The

Duration Not Equal To Contact Duration is calculated by subtracting
(seconds) the Contact Start Time from the Contact End
Less or Equal Time. For example, if the start time is
Less Than 13:21:00, and the end time is 13:22:10, the
Greater or Equal duration is 1 minute and 10 seconds (70
seconds).
Greater Than
Equal To

Custom Data Not Equal To Custom Data fields (CDs) can be used to tag
1-n Equal To the call with customized values produced by
your integration. Only the CDs you have
defined in your system will appear as a
possible campaign filter.

Archive Administration Guide 38

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

DNIS Contains The dialed number identification service

In Range (DNIS) associated to the first recorded
segment of a call. DNIS identifies the number
Not Equal To that the caller dialed, useful in call centers
Less or Equal where calls may be directed to multiple
Less Than numbers.

Greater or Equal The DNIS may not match the DNIS of the
initial call into the call center. DNIS is derived
Greater Than from the first recorded segment of the call.
Equal To For example if a first recorded segment starts
on a consult, then the consultation call’s DNIS
will be considered the DNIS value for the
segment. Other examples where the DNIS
may not match the DNIS of the initial call into
the call center are call park or automatic
transfers.
Some CTI integrations (such as Cisco JTAPI),
do not provide a specific DNIS field. In these
cases calling/called party information is used
as a best alternative.
Some CTI integrations provide pre-routed/
translated DNIS values or otherwise present
manipulated DNIS values. The manipulated
DNIS value is used if that is all that is
available.
Some CTI integrations (such as Genesys and
Cisco ICM) provide explicit ANI/DNIS
information and these are used explicitly, with
no additional logic applied.
Each segment’s DNIS value is stored
separately within the segment, and DNIS
values are not overwritten with values from
previous segments. Acquisition Recording
11.0 SP1 and prior solutions overwrite all
contact segments’ DNIS with the first
segment’s DNIS.

Exception Equal To This yes/no field indicates whether or not the

Contact contact has been marked as an exception by
your integration.

Archive Administration Guide 39

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

Extension Contains The extension of the agent receiving the call.

In Range
Not Equa lTo
Less or Equal
Less Than
Greater or Equal
Greater Than
Equal To

Employee Equal To This field allows you to set a filter condition

Group Not Equal To based on the group(s) to which the call's
agent belongs.
Any In List
Not In List

Module In Range This field represents the Recorder's serial

Number Not Equal To number or the Acquisition Recorder's module
number.
Less or Equal
Less Than
Greater or Equal
Greater Than
Equal To

Number of In Range The number of evaluations performed against

Evaluations Not Equal To the call.

Less or Equal IMPORTANT| When using this field, ensure

that any Archive drive or other component
Less Than using the campaign is configured for a delay
Greater or Equal corresponding to the maximum expected
Greater Than time period over which evaluations may
occur. Campaigns with this filter condition
Equal To should not consider the call until the expected
evaluation window has closed. See the
Campaign Archive Delay setting in the
Recorder Manager help for additional
information.

Archive Administration Guide 40

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

Organization Equal To The organization(s) to which the call's agent

Not Equal To belongs.

Any In List The Archive rule processor performs a

recursive search of the selected organization
Not In List to see if the agent is in that organization or
one of its sub-organizations. If the agent is in
the organization specified in the campaign
condition or one of its sub-organizations, then
the agent is considered as being in the
organization specified in the campaign
condition.
To minimize maintenance, specify the higher
level non-leaf organization in the Archive
condition. As you add/remove/move agents
and create/remove sub-organizations under
the organization specified in the campaign
condition, you do not have to change the
campaign condition.
Agents must only be assigned to the leaf-
organizations and must have the Assign
Employee as Group Member of Current
Organization option selected on their
employee profile. This option causes the
ContactDB on which the Archive campaign
processes data to register the organization as
a group for the employee and process
archiving against it.

Archive Administration Guide 41

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Conditions page

Field Name Available Description

Operators

Screen Unit In Range The module number of a Screen Acquisition

Not Equal To Recorder.

Less or Equal
Less Than
Greater or Equal
Greater Than
Equal To

Switch Call ID Contains The reported call ID (if any) from the
In Range telephony switch. A unique call identifier for
the segment. This value is typically received
Not Equal To through CTI or from signaling.
Less or Equal The database field that holds this value is 16
Less Than characters; therefore, it is possible that the
Greater or Equal value stored will be a truncated version of the
original identifier.
Greater Than
Only call identifiers that are received for the
Equal To recorded segments of the call are available
for tagging with the recording. If the Switch
Call ID changes as the call is routed through
the customer’s telephony network, Verint can
tag only the first or last one associated to the
segments of the call that are recorded.
If an integration does not have a proper call
ID, one is generated by the Recorder
Integration Service.

Related topics
Data types and operators, page 43
Add conditions to campaigns, page 32
Conditions to include calls where Agent ID is unknown, page 46

Related information
Biometics conditions and campaigns (Recorder Platform Analytics Configuration and
Administration Guide)

Archive Administration Guide 42

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Data types and operators

Data types and operators

Conditions allow you to restrict the recordings that are selected for archiving. Operators
are used to define these conditions. For example, a commonly used operator is Equal To,
used to restrict the selection to recordings in which a field has a specific value.
The value in each field is of a specific data type, such as DateTime or String. The data
types available for selection will vary depending on the operator.

Data types

Data Type Description

Boolean Boolean data types contain true/false values, such as on/

off, yes/no. Enter values as 0 or 1, where
0 is No, False, or Off
1 is Yes, True, or On

DateTime Calendar controls are available when entering dates and

times.
- Click on a date on the calendar to select it. Click
Today to use the current date.
- Use the << and >> controls to move forward or
back through the years.
- Use the < and > controls to move forward or back
through the months.
- Click to select the unit of time (hour or minute),
then type in the value or use the up and down
controls for the field to set it. (U.S. time formats
also include AM and PM. The arrow controls toggle
between the two.)
- Once you type a value for a unit such as the hour,
the focus will automatically move to the next unit to
the right.
- Use the Tab key to move through the time fields.
- Click Set to use the selected date and time.

Numeric Numeric values contain digits, 0-9.

String String values contain text, such as the names of people.

Archive Administration Guide 43

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Data types and operators

Operators

Operator Data Type Description Example

Greater numeric, Use to specify a Select all calls where the

Than dateTime minimum value. duration of the call is 60
seconds or longer:
Call Duration Greater Than
59

Less Than numeric, Use to specify a Select all calls that started
dateTime maximum value. before midnight on 31st
December 2010:
Startdate Less Than
2010/12/31 12:00:00 AM

Greater or numeric, Use to specify a Select all calls where

Equal dateTime minimum value for a duration of call is, at a
field. minimum, 60 seconds:
Contact Duration Greater or
Equal 60

Less or numeric, Use to specify a Select all recordings where

Equal dateTime maximum value for a duration is at most 10
field. minutes (expressed as
seconds):
Contact Duration Less or
Equal 600

At Least numeric, Use to specify a Select all calls where

(Trading dateTime minimum value for a duration of call is equal to or
Only) field. greater than 60 seconds:
Call Duration At Least 60

At Most numeric, Use to specify a Select all calls where

(Trading dateTime maximum value for a duration of call is equal to or
Only) field. less than 10 minutes
(expressed as seconds):
Contact Duration At Most 600

Any In List string, Use to specify a list of Select all calls made by any
numeric values. Calls containing of the specified agents/:
any of those values will Agent/Any In List
be returned. 'Jill';'Mark';'Louis'; 'Peter'

Not in list string, Use to exclude a Select all calls except those
numeric specific list of values. made by any of the specified
Calls containing any of agents/:
those values will be not Agent/ Name Not In List
returned. 'Jill';'Mark';'Louis'; 'Peter'

Archive Administration Guide 44

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Data types and operators

Operator Data Type Description Example

Containing string Use to search for a Select all calls made by

Contains value within a field. agents/ called Pete:
Agent/ Name Containing Pete

Equal to String, Use this operator to Select all calls where the
numeric, search for calls with a agents/ field is equal to Peter
dateTime, specific value for that Smith:
Boolean field. Agent/ Name Equal To Peter
Smith

In Range numeric, Specifies a range of Select all calls where the

dateTime values for a field. When duration of the call is
selected, two value between 60 and 90 seconds:
fields are provided. Call Duration In Range 60 90
Place the low value on
the left and the high
value on the right.
This operator is
inclusive.

Like string Use to search for a Select all calls where the
value within a field. agent name is similar to
Susan:
Caller name Like Sus

Not equal String, Use to exclude specific Select all calls except those
to numeric, field values. made by agent Peter Smith:
dateTime, Agent Not Equal to Peter
Boolean Smith

Related topics
Create a campaign, page 30
Conditions to include calls where Agent ID is unknown, page 46

Archive Administration Guide 45

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Conditions to include calls where Agent ID is unknown

Conditions to include calls where Agent ID is unknown

You can use the operators Not equal to or Not In List with the Groups or Organization
field in a campaign condition to include calls where the Agent ID is unknown.

Example: Conditions with the Organization field

A company has three Organizations defined: A,B and C.
The Archive administrator has defined two Archive campaigns with conditions:
 Campaign 1: Organization Not Equal to B
Campaign 1 archives the calls of all agents that are included in Organizations A and
C. This includes calls with unknown agent Id (agent Id = 0).
 Campaign 2: Organization Not in List A, B
Campaign 2 archives the calls of all agents that are included in Organization C. This
includes calls with unknown agent Id (agent Id = 0).
The Archive administrator is told that calls with an unknown Agent ID should not be
archived. He modifies the campaign conditions to be:
 Campaign 1: Organization Equal To A or C
Campaign 1 archives the calls of all agents that are included in Organizations A and
C. The agent name is specifically listed in the Organization definition.
 Campaign 2: Organization Equal To C
Campaign 2 archives the calls of the agents that are specifically included in
Organization C. The agent name is specifically listed in the Organization definition.

Example: Conditions with the Group field

An organization has three Groups defined: A,B and C.
The Archive administrator has defined two Archive campaigns with conditions:
 Campaign 1: Employee Group Not Equal to B
Campaign 1 archives the calls of all agents that are included in Groups A and C. This
includes calls with unknown agent Id (agent Id = 0).
 Campaign 2: Employee Group Not in List A, B
Campaign 2 archives the calls of all agents that are included in Group C. This
includes calls with unknown agent Id (agent Id = 0).
The Archive administrator is told that calls with an unknown Agent ID should not be
archived. He modifies the campaign conditions to be:
 Campaign 1: Employee Group Equal To A or C
Campaign 1 archives the calls of all agents that are included in Employee Groups A
and C. The agent name is specifically listed in the Employee Group definition.
 Campaign 2: Employee Group Equal To C
Campaign 2 archives the calls of the agents that are specifically included in
Employee Group C. The agent name is specifically listed in the Employee Group
definition.

Archive Administration Guide 46

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Edit a campaign

Edit a campaign
You can update the campaigns as necessary. You can modify the Name, Description
and enable/disable the selected campaign.
You cannot change the Type in a defined campaign.

When you change a campaign name

If you change the campaign Name, all archive drives currently running the campaign by
the old name need to be manually re-configured (in Recorder Manager) to point to the
new name. This change in configuration requires you to restart the Archiver service.

Procedure
1 Click Recording Management > Campaigns > Settings.
Currently defined campaigns are listed under the Campaigns heading on the left
side of the page.
2 Highlight the campaign to change.
3 Change the definition as required.
4 Click Conditions to change the conditions applied by the campaign.

NOTE Changing campaign conditions does not require a restart of the Archiver
service. The new conditions will be picked up on the next query when
Enterprise Manager pushes the new data cache.

5 Click Save to update the campaign.

Click Revert to return to the last saved version of the campaign to re-edit or to re-
save.

Related topics
Change a condition, page 48
Create a campaign, page 30
Delete a campaign, page 48

Archive Administration Guide 47

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Change a condition

Change a condition
You can edit or remove the conditions in a campaign as necessary.
1 Click Recording Management > Campaigns > Conditions.
Currently defined campaigns are listed under the Campaigns heading on the left
side of the page.
2 Highlight the campaign to change.
The conditions defined for the campaign are listed.
3 Select the condition in the summary list. That condition becomes the active
condition in the Condition area.
4 Change the Attribute, Condition, or Value as necessary.
5 Click Update.

Related topics
Create a campaign, page 30
Delete a campaign, page 48
Add conditions to campaigns, page 32

Delete a campaign
You should delete only campaigns that are not currently in use. If the campaign is
scheduled against an Archive Server, a warning is displayed.
1 Click Recording Management > Campaigns > Settings.
2 In the left pane select one or more campaigns.
3 Click Delete. If the campaign is used on one or more Archive drives, a warning
message is displayed. Be sure that you want to delete the campaign from ALL drives
before you click OK.
If you do not want to delete the campaign from a drive, click Cancel.

Related topics
Create a campaign, page 30
Edit a campaign, page 47
Add conditions to campaigns, page 32

Archive Administration Guide 48

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Archive schedules

Archive schedules
High-volume archive activity may increase the load on the archive system and network
bandwidth consumption. For this reason, schedules are used to determine when and
how fast the archive engines run.
Schedules allow you to control when the Archiver runs the campaigns and fetches
recordings from Recorders across the network and optimize overall archiving
performance. For example, you may schedule campaigns to run overnight to avoid load
on Recorders and networks during the busy daytime hours. Each Recorder can be
associated with a schedule.
The Recorder’s associated schedule applies to any Archive Servers collecting recordings
from that Recorder.

Related topics
Create a schedule, page 51

Archive Administration Guide 49

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Schedules page

Campaigns > Schedules page

The Recording Management > Campaigns > Schedules page lists all archive
schedules created and assigned to Recorders.
If you have no schedules defined, a warning is displayed:
No Archive Schedules are configured. If you continue, Archive will archive calls on a
continual basis, which could impact system performance. Before proceeding, please
create an Archive Schedule and then assign Recorders to the schedule.

The following information is displayed for each schedule listed.

Item Description

Name The user-defined name of the schedule.

Schedule Details of the named schedule, such as Monday to Friday, 8

Details a.m. to 5 p.m.

Throttle Rate The specified throughput rate for the schedule.

(MB/min)

Installation Names of the Recorders that the schedule is assigned to.

Assigned To

Related topics
Create a schedule, page 51

Archive Administration Guide 50

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Create a schedule

Create a schedule
You can create a schedule to indicate when the Archiver should run.

IMPORTANT If no schedules are defined and assigned to Recorders, Archiver will

archive calls on a continual basis, which could negatively impact system
performance.

Procedure
1 On the Recording Management > Campaigns > Schedules page, click Create.

2 Type a Name for the Schedule.

3 Enter a brief Description of the Schedule (optional).
4 Optional. Set the Throttle Rate. The default is 100 MB/min. The throttle rate
affects the fetch speed for Central Archive; it affects the write rate for Local Archive.
Typically a schedule will be created to run Archiver not throttled (full-speed)
overnight and throttled during the day, when there is other network traffic.
5 Specify whether the schedule should be applied to both Central and Local
Archives or Central Archives only.

Archive Administration Guide 51

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Create a schedule

6 Set the times that the schedule should run. Each time segment will be in one of
three states:
 Not Scheduled (white) - not archiving
 Scheduled (dark shaded) - archiving as fast as possible
 Throttled (light shaded)- archiving at the designated throttle rate
To set the schedule:
- Select any combination of half-hour time slots by clicking on a white rectangular
area. The quadrants are 6 hour intervals (midnight, 6 AM, Noon, and 6 PM).
Selected times are shaded.
- Click once on a time segment to include it in the schedule; click twice to include
it and apply throttling during that time period.
- Turn archiving on or off for particular days by selecting or clearing the required
check boxes. Click to select (dark shaded) or de-select (white) the time periods
during the selected day.
 You can select and drag to set the schedule for contiguous time slots.
7 The Recorders to Archive calls on this schedule area (lower section of the
window) shows the recorders associated with this schedule. If a Recorder is not
shown in the list, it is not listed in the System Management > Enterprise>
Associations page.
Select all applicable Site Groups, Sites, Servers and Server roles to be included in
the schedule. If you select a Site or Site Group, all Recorders within that Site or Site
Group are selected.
8 Click Save.
The Archiver uses this schedule to run campaigns on the selected Recorders and to
guide Local Archive activity on a Recorder.

NOTE Schedule additions or changes do not require a restart of the Archiver.

IMPORTANT A recorder can only be assigned to one schedule. For example, if you
assign Schedule1 to the Site, which includes Recorder1, you cannot assign
Schedule2 to Recorder1 individually.

Related topics
Edit a schedule, page 53
Delete a schedule, page 53

Archive Administration Guide 52

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Edit a schedule

Edit a schedule
You can change or adjust an archiving schedule as needed.

Procedure
1 On the Recording Management > Campaigns > Schedules page, select a
schedule and click Edit.
2 Adjust the schedule days or times as required.
3 Adjust the Throttle Rate as necessary to improve performance.
4 Choose recorders to change the assignment of the schedule.
If you choose a Site Group or Site, all Recorders within that node are selected.
5 Click Save.
The Archiver uses the updated schedule to run campaigns on the selected
Recorders.

Related topics
Create a schedule, page 51
Delete a schedule, page 53

Delete a schedule
You can delete defined schedules; however, you should delete Archive schedules only if
they are not being used.

Procedure
1 On the Recording Management > Campaigns > Schedules page, select the
schedule to be deleted.
2 Click Delete.
If a schedule is currently being used, a warning message is displayed.
3 Click OK.

Related topics
Create a schedule, page 51
Edit a schedule, page 53

Archive Administration Guide 53

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Archive media

Archive media
Archive supports the use of fixed and/or removable media.

Removable media
Removable media devices are defined through Recorder Manager at the recorder level,
since these devices are physically attached to a recorder.

Fixed media
Fixed media devices are managed through the Recording Management component, since
these devices are located somewhere in the enterprise, but accessible over the network.
Once defined they may be selected as the media associated with a logical drive. The
Media definition is written directly to the database; therefore the definition includes a
specified Archive Web Service. This Web Service is associated to the database where the
information about the media is stored.

Campaigns > Archive Media page

The Recording Management > Campaigns > Archive Media page lists all fixed
media (online or offline) defined across the enterprise. The page also lists all removable
media currently online in an archive drive. Although both fixed and removable media are
listed, you can create, edit, copy or delete only the fixed media.

The list shows the following information about each defined media.

Field Description

Name The user-defined name for the media.

Type The selected media type, for example, DVD, SAN, FTP, or Hitachi
HCP.

Archive Administration Guide 54

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Campaigns > Archive Media page

Field Description

Path/Folder The defined network path for the fixed device.The field will be
empty for removable devices.

Status The media is either Online or Offline.

Archive Drives Defined media may be associated with any number of defined
logical archive drives. This field lists the drives that point to the
selected media. The field can include a limited number of
characters; when the list of drives exceeds that character limit,
the list is truncated, and "..." is displayed.

Archive All media are defined within an Archive database. This fields lists
Database the name of the Archive Database Service or Interactions
Service Applications server used to access the database containing the
media definition.

Archive The database that contains the media definition.

Database

Override Expiry True (on) or False (off). When true, the system ignores the
"Days Kept on Archive" setting on any Archive Drive with this
media assigned.

Related topics
Create a fixed media definition, page 56
Edit a fixed media definition, page 61
Stop the deletion of archived calls, page 60
Define Archive drives, page 66

Archive Administration Guide 55

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Create a fixed media definition

Create a fixed media definition

You must define the paths for the fixed media in the enterprise you will use for archive
operations.

Procedure
1 Click Recording Management > Campaigns > Archive Media.
2 Click Create.
The Create: New Media fields are displayed.

3 Complete the definition as required for the new media.

4 Click Save.
A message is displayed if required fields are not completed correctly.

Related topics
Fixed media definition fields, page 57
Edit a fixed media definition, page 61

Archive Administration Guide 56

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Fixed media definition fields

Fixed media definition fields

The media definition fields provide connection information, both network and database,
for the fixed media that will be used for archiving the recorded content.

Media field descriptions

Field Description

Type Select the media type - Centera, SAN, FTP, or Hitachi HCP.
When editing an existing media, this field is read-only.

Name Enter a name for the media. The name must be unique.
This field is required.

Path/Folder Enter the full network path for the media. This field is required.
For SAN, the path may be a full UNC path including leading \\, or
may start with a local or mapped drive letter. If you use a
fileshare path, the archive processes will need sufficient access
and permissions to read/write/delete from that path. Run the
Archive service under a named Windows account (not
LocalRecording) with rights to the share.
For Centera, include the connection string. See “EMC Centera
Connection String examples” on page 59 for details.
For Hitachi HCP, enter a URL in the following format:
http(s)://namespace.tenant.HitachiserverFQDN
For example: https://archive1.tenant1.hcpvm.lab.local
In the example above, archive1 is the namespace to which the
media is written, tenant1 is the tenant that owns the
namespace and hcpvm.lab.local is the FQDN of the Hitachi
server.

Override Expiry This option suspends the deletion of archived calls on any
Archive Drive defined with this media. Using the Override
Expiry setting prevents all calls from being deleted from the
time it is set, regardless of the value in the Days Kept on
Archive setting in the Archive Drive definition in Recorder
Manager. Once the option is cleared, normal operation resumes
and calls are deleted based on the Days Kept on Archive
setting.
Trading Database Only. Archiver raises an alarm when Override
Expiry is set. When Override Expiry is set on any media, call
metadata will not be purged from the database. Make sure there
is enough space for the database to grow.

Archive Administration Guide 57

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Fixed media definition fields

Field Description

Archive When you create a new media, the list shows the servers in the
Database Enterprise that have been assigned the Archive Database
Service Service role.
Choose the Archive Database Service that will access the
database in which this media definition is to be stored. Select
the appropriate Site Group, Site, Server or Server role.
When editing an existing media, this field is read-only.

The following fields are for FTP definitions only

Server Name Enter the name of the FTP server. This field is required.

Ftp User Name Enter a valid User Name to access the FTP. This field is required.

Ftp Password Click the icon to the right of the field to display a dialog. Enter
the appropriate password for the FTP, then enter it again to
confirm it. Click Set. The password is masked. This field is
required.

Ftp Port Enter the port to use for the connection. The default is 21.

Archive Administration Guide 58

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration EMC Centera PEA file placement and connection string examples

EMC Centera PEA file placement and connection string examples

To configure archiving with EMC Centera, it is important to understand where to place
the Pool Entry Authorization (PEA) file, and the connection string formatting.

PEA file placement

The system on which you place the PEA file depends on whether you are using the Local
Archive or the Central Archive approach.
 Local Archive - Place a copy of the PEA file on each recorder that archives to the
associated Centera pool.
 Central Archive - Place a copy of the PEA file on each Central Archive server.
If there are multiple pools, only the PEA file for the pool to which the system archives
must be present.
The PEA file can reside in any directory on a system. However, there should be no
spaces in the path to the PEA file or in the PEA file name itself.

EMC Centera Connection String examples

The format for the Connection String is defined in the EMC Centera documentation and
is opaque to Archive. The format is very flexible, so the examples provided in the
following table are for the more common deployment scenarios. The quotation marks in
the examples delineate the complete string; do not include them when you enter the
connection string.

Use Format To Connection String Example

Specify single IP address “10.1.1.1”

Specify multiple IP addresses to the “10.1.1.1,10.1.1.2”

same cluster

Specify primary/secondary addresses “primary=10.6.7.8,secondary=10.11.12.13”

for failover

Use a PEA profile with any connection “10.1.1.1?c:\centera\rwe.pea”

string. (Requires adding the path to
the end of the string)

For more specialized cases or for more detailed explanation of the format, please see
the EMC Centera documentation (available from the EMC Corporation).

Related topics
Edit a fixed media definition, page 61
Copy a fixed media definition, page 61
Stop the deletion of archived calls, page 60

Archive Administration Guide 59

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Stop the deletion of archived calls

Stop the deletion of archived calls

Certain scenarios may require that archived calls be retained rather than deleted after a
predetermined interval. The Override Expiry setting allows you to temporarily suspend
the process of deletion on the Archive media.
The Override Expiry setting overrides the Days Kept on Archive setting in any
Archive Drive that is associated with this media. Enabling the option prevents all calls
from being deleted from the time it is set, no matter what value is entered in Days Kept
on Archive field in the drive definition.

Example: Archived calls required for investigation

Customer complaints have triggered a regulatory investigation of an insurance company.
The investigators have asked the company to provide calls from the previous year that
have been archived. The system administrator edits the media definition so that the
Override Expiry setting is selected. This prevents calls on any drives defined with the
media from being deleted. Once the investigation is complete, the system administrator
can clear the setting, so calls can be deleted at the configured interval.

Override expiry as a general setting

Setting the Override Expiry option can cause archived files to exceed the capacity of the
media location. Alarms are issued as a reminder to monitor the media if you enable this
feature.

Override expiry and the database

When Override Expiry is set on any media, call metadata will not be purged from the
database. Make sure there is enough space for the database to grow.

Limitation
The Override expiry feature does not prevent manual deletion of TAR files from the
media. This feature only stops the Archiver from automatically deleting the expired files.
Users can still delete TAR files from the media manually, or use a script or another
program to delete the TAR files from any media where Override Expiry is enabled.

Procedure
1 In Enterprise Manager, click Recording Management > Campaigns > Archive
Media.
2 Select the existing media you want to change, then click Edit.
3 Select the Override Expiry check box.
4 Click Save.

Related topics
Fixed media definition fields, page 57
Archive drive settings, page 67

Archive Administration Guide 60

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Edit a fixed media definition

Edit a fixed media definition

You can modify the existing fixed media definitions.
All removable media are read-only and cannot be edited. You can reformat removable
media through the Recorder Manager > Archive >Drives page.

Procedure
1 On the Recording Management > Archive > Media page, select a fixed media
definition in the list and click Edit.
2 Make changes as necessary.
Note that the Type field is read-only
3 Click Save. A message will be displayed if required fields are not completed
correctly.
Click Revert to return to the last saved version of the media definition to re-edit or
to re-save.

Related topics
Fixed media definition fields, page 57

Copy a fixed media definition

You can copy any existing fixed media definition from one Archive database to another
within the Enterprise.

Procedure
1 On the Recording Management > Campaigns > Archive Media page, select a
fixed media definition in the list and click Copy Media.
2 Click to select the Archive Database to which the copy will be associated. The
source Archive Database is dimmed and may not be selected.
3 Click Copy.
If a media definition with the same name already exists, the target will be updated
by the copy. If a media definition of the same name but a different type is
associated with the target Archive Database Service, an error is displayed.
4 Click Done to return to the Media list.

Related topics
Create a fixed media definition, page 56
Edit a fixed media definition, page 61

Archive Administration Guide 61

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Enterprise-level configuration Delete a fixed media definition

Delete a fixed media definition

You can delete any fixed media definition that is not associated with (assigned to) any
archive drive and has not been used to archive calls.
If you disassociate a media from a drive in Recorder Manager, you must restart the
Archiver Service.
If you do not restart the Archiver Service as prompted by the system after editing a
drive in Recorder Manager, you will not be able to delete the media to which the drive is
associated.
All removable media listed are read-only and cannot be edited. You can reformat
removable media through the Recorder Manager > Archive > Drives page.

Procedure
1 On the Recording Management > Campaigns > Archive Media page, select the
fixed media in the list.
2 Click Delete.
The system verifies that the path has not been used for archive operations. If it has
not been used, the definition is deleted. Otherwise, an error is displayed.

Related topics
Create a fixed media definition, page 56
Edit a fixed media definition, page 61

Archive Administration Guide 62

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 3

Server-level configuration

This chapter shows how to modify settings and create the server-level Archive resources
in the Recorder Manager application on the Central Archive server (Central Archive) or
the Recorder server (Local Archive).

Topics
 Access Recorder Manager, page 64
 Check database settings, page 65
 Define Archive drives, page 66
 Review general archive settings, page 83
 Check archiving status, page 86
Chapter 3 - Server-level configuration Access Recorder Manager

Access Recorder Manager

You can launch the Recorder Manager from the server itself, using the desktop shortcut,
or launch the program from within the System Management component.

NOTE You must have System Administration privileges to access the Recorder
Manager through System Management.

Procedure
1 Click System Management > Enterprise > Settings.
2 In the Installations tree, select the Central Archive server.
3 Click Launch.
The Recorder Manager on the selected server shows the Status Summary page by
default.

Archive Administration Guide 64

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Check database settings

Check database settings

Before you create server-level Archive resources, you should verify the Database
Settings for the server. These database settings are used by the Calls Consolidator and
Archiver services. The Database Settings tab lists the defined database servers and the
databases on those servers (Calls and/or Archive).
The Archive Database Service Role configuration information from Enterprise Manager is
pushed to Recorder Manager and automatically enabled on this tab. You cannot create
or change database targets in Recorder Manager; changes have to be made in
Enterprise Manager.
The Archiver service will not start fully until a database target with Archive enabled on it
is defined. There can only be one Archive database target.

Procedure
1 In Recorder Manager, go to General Setup > Database Settings.

2 In the list, verify that the Archive database target shows Archive Database: Yes in
the Additional Information column.
If there is no Archive database target listed, be sure that the Archive Database
Service Role is activated and configured in Enterprise Manager.

Related topics
Assign the database roles, page 21.

Related information
Database configuration (Recorder Configuration and Administration Guide or the online
help for Recorder Manager)

Archive Administration Guide 65

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Define Archive drives

Define Archive drives

Define individual drives for specific archive activity through the Recorder Manager’s
Archive > Drives tab. You can configure a drive to archive all recordings on the local
Recorder, or to archive a campaign-driven set of recordings pulled from local or remote
Recorders. Drives may also be set up to replay only or as specialized archive drives for
recordings that must be retained to meet legal or policy compliance (Call Lock drives).
You can add a new archive drive, edit archive settings, and delete drives. You can also
eject media, print labels, reformat removable media, and verify media by replaying
selections.

Related topics
Supported archive devices, page 15

Archive > Drives page

Archive drive functions are available from the Recorder Manager’s Operations >
Archive > Drives page.
The Drives page lists all registered archive devices.

Archive Administration Guide 66

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Archive > Drives page

Information displayed for each defined drive

Field Description

Drive Name Lists the user-defined name for the drive.

Drive Type Shows the selected drive type, such as DVD, Tape, IOMEGA REV,
SAN/Hard drive, EMC Centera, Hitachi HCP, or FTP drive.

Drive Mode Indicates the Archive mode (Locally Recorded Content, Replay,
Transfer, Call Lock, Centralized Content from Campaign)
specified for the drive. When Centralized Content from
Campaign is selected for a drive, this column displays the
assigned campaign name.

Device Target(s) Shows the path or location of the target media.

Current Media Shows the active drive media such as DVD, tape, or buffer.

Drive Status Displays the status of the archive drive. Possible status values
include Ready, Empty, Faulty, Unknown, Full, Replay,
Reconstructing, or (for local drives only) Reprocessing.
For removable media, the percentage of disk space used is
displayed.
For non-removable media, such as a SAN or an EMC Centera
drive, disk space used is not displayed.

Writable Shows whether the drive is Writable or Read-Only. Writable

drives are used for archiving new data or playing back archived
content. Read-Only drives are used only to play back files from
existing media or for media migration.

Related topics
Add or edit an Archive drive, page 68
Verify archive media, page 77
Replace a physical archive device, page 79

Archive Administration Guide 67

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Add or edit an Archive drive

Add or edit an Archive drive

Configure archive drives to specify how and where to copy files to be archived for long-
term storage.

New devices and alarms

If archive devices are changed, for example a new device added with a new name, old
alarms may need to be cleared manually in Recorder Manager; they will not be cleared
automatically.

Procedure
1 Go to Operations > Archive > Drives.
2 To edit an existing drive, select the drive, and then click Edit.
To add a new drive, click Create. A list of Drive Types is displayed.
3 Select the type of drive to define.

4 Enter the archive drive settings required for your selected device.
5 Click Save.
If a system message advises you to restart the Archive service, click Operations >
Start and Stop and restart the Archiver component.

Archive Administration Guide 68

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Archive drive settings

What to do next
Manage campaign recorders, page 75 (if Centralized Content from Campaign is
selected as the Drive Mode)

Related topics
Archive drive settings, page 69

Archive drive settings

Use the Archive drive settings to archive all recordings on the local Recorder, or to
archive a campaign-driven set of recordings pulled from local or remote Recorders. You
can also set up drives to replay only or as specialized archive drives for recordings that
must be retained to meet legal or policy compliance (Call Lock drives).

Archive drive settings

Field Description

Drive Name The user-editable name of the drive being used for the archiving
of recordings, such as DVD Home.

Drive Type The type of the storage device, such as DVD, Tape, IOMEGA
REV, SAN/Hard drive, EMC Centera, Hitachi HCP, or FTP drive.
Different DVD media formats are recognized automatically.
NOTE | If you are using a USB DVD archive device, writing may
be unstable. It is recommended that you test with the DVD
Validator utility located on the installation DVD.

Select Attached Click Add then Select Physical Device. The selection box (left
Device field) lists local physical devices attached to the Archive system.
Available for Select one of the locally attached devices as the archival target.
removable media Click Delete to remove a selected device.
only
NOTE | You may assign different physical devices to the drive
name over time as drives are replaced and the settings will stay
the same for the new physical device.

Archive Administration Guide 69

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Archive drive settings

Field Description

Media Target(s) Click Add then Select Media. The selection box (left field) lists
Available for fixed available media. Only media defined in the Archive database
media only used by this server will be listed.
If the list contains no items, go to the Recording Management
> Campaigns > Archive Media tab in Enterprise Manager to
define the media.
You can select multiple targets for this archive drive. If more
than one target is selected, archived data will be written to the
targets according to the Multiple Device Write Mode setting (see
below).
Click Add again to specify an additional device.
Click Delete to remove a selected device.

Multiple Device If you specify more than media target for the drive, choose how
Write Mode the media targets will be deployed:
 Choose Sequential to use media targets one after the
other so that archive data is always appended to one media
target until it is full. Subsequent archive data will be written
the next media target. Choose Sequential if you want to
spread archive data across multiple fixed media in a
sequential manner. This is especially useful if you need to
grow a SAN by adding new drive letters or paths instead of
expanding the capacity of a single path. Only one copy of
your archive data will be written to the currently active
media target. Sequential is the default setting.
 Choose Duplicate to have identical copies of the same
archive data written to all media targets at the same time.
You will receive one copy of the archive data on each media
target. Any write failure to one target is treated as a write
failure to all targets for retry purposes. The archive
database will be updated with multiple copies of the archive
location information (one corresponding to each target
media).

Archive Administration Guide 70

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Archive drive settings

Field Description

Drive Mode Select the operational mode of the drive:

 Locally recorded content. By default, local archive copies
100 percent of all recordings from the local Recorder's call
buffer to the specified local archive device. You can also
specify a campaign to selectively archive recordings from
the local recorder.
 Replay drive. In this mode, the device does not write
anything to the media, but only services replay requests. It
is useful for maintaining replay access to storage areas that
you are no longer actively writing to.
 Call Lock drive. In this mode, the drive is available for
archiving operations on specific content that must be stored
separately from standard archival storage, as part of an
organizational requirement or legal issue.
 Transfer drive. In this mode, the drive is used for
migration of existing media content rather than archiving of
new content. The source for the migration must be in
Replay mode.
 Centralized content from Campaign. In Central Archive,
campaigns fetch selected content from local or remote
Recorders and store them in the designated archive device.
When selected, the Manage Campaign Recorders button
is enabled.

Campaign Name The drop-down includes any archive campaigns created and
enabled in the framework portal (Enterprise Manager) under
Recording Management > Campaigns > Settings. The
campaign you select here will determine the content archived on
this drive. Selecting a campaign is optional for local archive; it is
required for Central Archive. You can only assign one campaign
to a drive; you can assign the same campaign to multiple drives.

Campaign The minimum "age" of a call before it is picked up by the archive

Archive Delay search query. Use the controls to set the number of minutes,
Available for hours, or days for the delay. The default 60-minute interval
Selective Local allows normal post-call updates to be completed before the call
Archive and is first archived. If your environment will systematically update
Central Campaign call data that will impact a campaign condition, then you should
modes adjust this value to be greater than the expected time frame of
that post-call update. This will allow the campaign to consider
the call only after the relevant data has been finalized.
Available for Central Campaign mode; only available for Local
Archive if using selective archiving and a campaign is selected.

Archive Administration Guide 71

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Archive drive settings

Field Description

Archive Starting This is the Archive watermark and indicates the date and
Point timestamp at which archiving will begin in the next cycle. For
Available for Local newly added devices some valid starting point MUST be
Archive Mode Only selected. Choose the current time to begin archiving new
recordings, or choose some earlier time to archive pre-existing
content in the online buffer. This date/time is overridden if a
Start Date is specified in the campaign definition.

Disabled Check box to disable an archive drive so that it cannot be used.

A drive that is disabled will not archive content or support replay
requests.

Prevent This option prevents the same call from being archived more
Duplicate than one time for a particular storage media and campaign.
Archiving Does not affect Local Archive.
Applies to Central Enable this option in a financial trading environment where
Archive Only many agents share the same recorded line, and you have
installed a Contact Data Center instead of an eWare database. If
you do not select this option in a Contact Data Center trading
environment, Archive may capture one copy of the same
physical recording for each agent attached to the call (see the
“Explanation” section below for details).
Selecting this option slows the archive storage rates.
In call centers that are not involved with financial trading, select
this option only if warranted by special circumstances:
 If there are frequent agent-to-agent calls in your call center,
each of these calls is archived twice. Enable this option only
if duplicate archiving of these calls consumes too much
storage space.
 If you are performing an archive recovery procedure after a
problem occurred where some calls were not archived.
In this scenario, after the problem is fixed, an archive
recovery procedure is usually performed to archive the
missed calls.
Normally, the archive recovery procedure archives all calls
that were recorded in a specific date range.
You can enable this setting when performing the recovery
procedure so that any calls that are already archived are not
archived a second time.
For example, assume that a problem occurred where 50%
of the calls were not archived. If you perform a recovery
procedure that archives 100% of the calls, 50% of the calls
will be archived twice.

Archive Administration Guide 72

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Archive drive settings

Field Description

Prevent If you enable this setting when performing the recovery

Duplicate procedure, only the 50% of calls that were missed are
Archiving archived.Explanation:
Applies to Central Duplicate archiving may occur when two or more users or
Archive Only agents share the same recorded channel.
(continued) In financial trading environments, multiple traders are linked to
the same physical channel. As a result, multiple copies of each
recorded call can be archived (one copy for each trader sharing
a channel).Select this setting to prevent this duplicate archiving
from occurring. In trading environments, if this check box is not
selected, duplicate archiving can consume much more storage
space than needed.
In call centers not involved with financial recording, multiple
agents almost never share the same channel. Duplicate
archiving generally occurs only when agents call each other. In
these environments, selecting this setting will slow archive
performance while providing no significant saving of storage
space.

Writable Check box to make the drive Writable or Read-Only. Writable

drives are used for archiving new data or playing back archived
content. Read-Only drives are used only to play back files from
existing media or for media migration.

Auto Eject Check box that if enabled (checked) will cause the media to be
Removable media ejected automatically when the media is 100 percent full, or if
Only disabled (unchecked) will cause the media not to be ejected
automatically when it detects that no more media capacity is
available.
TIP| If the drive has a non-archive media in it, such as a
regular CD-ROM, it displays an UNKNOWN status. The un-
writable media should be ejected.

Encrypt Contents Specifies if new files archived to the drive should be encrypted,
if encryption is supported.
You can use this feature to encrypt existing archived content by
running a new campaign. You can also transfer the non-
encrypted data to a new drive that has encryption enabled.
CAUTION | The re-archiving of calls is very slow and will double
the Archive database and media usage.
For additional information about data encryption, refer to the
Security Configuration Guide.

Archive Administration Guide 73

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Archive drive settings

Field Description

Content Type Choose Voice, to archive audio content from designated

extensions.
Choose one or both of voice or screen content types as follows:
 Audio for audio (voice) content in .wav files.
 Screen for screen captures (scn or avi files).
To select both Screen and Audio, hold the Ctrl key as you select.

WAV Choose the type of compression (or mixing and compression)

Compression for recorded audio files:
Level  As Recorded (no compression)
Central Archive  Compress to G.726. This is the standard audio
Only compression format for the Recorder.
Audio Content  Compress to G.723 (stereo)
Only  Compress to G.723 (mixed)
The compression feature is only supported for Central Archive
drives. Only audio files are affected by this setting.

Days Kept on Optional. Type a number representing the maximum number of

Archive (0=no days that the recording is to be left on the archive media. A
expiry) value of zero (0) sets no expiry date for recordings on the drive.
Applies to both Maximum value 10000. This setting may be overridden by the
Local and Central Override Expiry setting for the media, which is set in the media
Archive definition in Enterprise Manager.
NOTE | This setting only affects new files created. It will not
cause existing tar files (already written to the database) to be
deleted. Modifying the Days Kept on Archive setting does not
affect calls already in the archive. Only new calls created from
this point forward will be kept for this period. Calls previously
archived are kept based on the number of Days Kept on Archive
set at the time the call was archived.

EMC Centera Optional. To set a retention period, type a numeric value. To set
Retention Class/ a retention class on files archived to an EMC Cluster, type an
Period alpha-numeric value (already pre-configured on the EMC
Centera cluster). If the value is blank, no retention class or
period is set. For more information on retention concepts,
please refer to your EMC Centera documentation.
This setting is not available for Transfer type drives.

Archive Administration Guide 74

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Manage campaign recorders

Field Description

Hitachi HCP Optional. To set a retention period, type a numeric value that
Retention Class specifies a number of days. To set a retention class on files
archived to a Hitachi HCP Cluster, type an alpha-numeric value
(already pre-configured on the Hitachi HCP cluster). If the value
is blank, no retention class or period is set. For more information
on retention concepts, please refer to your Hitachi HCP
documentation.
This setting is not available for Transfer type drives.

Drive Media Used in the label generated for removable media recorded on
Name Prefix the device associated with this drive. The format for the
generated label is hostname\Drive Media Name Prefix\XXXXX,
where XXXXX is the DVD counter value. If no value is entered in
this field, the label generated is hostname\XXXXX.
The media name (label) is displayed in the Current Media
column in the Archive Drives list.
Field accepts up to 40 alphanumeric characters. No spaces or
special characters allowed.
Example: A DVD drive is on a server named IPRecorder. The
Drive Media Name Prefix value is PLATINUM. The first DVD
would be labeled IPRecorder\PLATINUM\00001. Once that DVD
was full, the next one inserted would be labeled
IPRecorder\PLATINUM\00002, and so on. If no value was
entered for Drive Media Name Prefix, the DVDs would be labeled
IPRecorder\00001 and IPRecorder\00002.

Related topics
Verify archive media, page 77
Stop the deletion of archived calls, page 70
Start dates for campaigns, page 31

Manage campaign recorders

If you choose Centralized Content from Campaign as the Drive Mode, and select a
campaign, you also need to select the Recorders to which to apply the campaign.
Once you restart the Archiver component after creating the drive, the Manage
Campaign Recorders button becomes active. Use this button to select the Recorders
on which to run the campaign.

IMPORTANT The Manage Campaign Recorders button is greyed out when the server
is a Secondary Archive Server in Standby mode.

Archive Administration Guide 75

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Manage campaign recorders

Procedure
1 Click Manage Campaign Recorders.
The dialog that is displayed lists all of the Recorders associated with this Central
Archive server through the Central Archive role settings in Enterprise Manager.
There is one line for each associated recorder.
IMPORTANT If no Recorders are listed, check the server’s associations:

Access the Installations tree in the Enterprise Manager and select the
Central Archive role on the server.

On the Associations tab, be sure that any Recorders whose content is to

be archived through campaigns are selected (checked) and associated
with the Central Archive server.

2 Complete the fields in the Manage Campaign Recorders page.

3 Click Save to save the settings.

Campaign recorder field values

Item Description

Recorder Serial Serial number of the Recorder to be added to the Campaign.

Number

Archive Starting Ensure that the archive starting point (current watermark)
Point reflects the point from which you want to archive files going
forward.
You can change (rewind or fast-forward) the archive starting
point so Archive will re-process files from an earlier date or skip
to files at a later date.
To change the starting point, click the icon and choose a new
date and time to show as the watermark.

Recorder When checked, the campaign selected for the drive will be run
Enabled on the Recorder. If not checked, the campaign will not run on
this recorder.

Related topics
Archive drive settings, page 69
Failover deployments, page 90.

Archive Administration Guide 76

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Verify archive media

Verify archive media

Verify archive media to ensure that the content is written successfully to the media and
can be replayed by the search and replay application. You verify the media by replaying
content directly from a specific archive device.

Before you begin

 Recorder Manager must be launched from Enterprise Manager.

IMPORTANT You cannot use this function if you have directly logged into an individual
Recorder Manager. Verification is only available when Recorder Manager is
launched from the Enterprise Manager.

 You must have Verify Media privileges

 The Playback component must be installed on any workstation that will be used for
media verification.
 All types of drives are available for media verification, however the status of the
specified drive must be one of the following:
- Ready. The drive is ready to be written to.
- Full. The drive is full and cannot be written to.
- Replay. The drive is being used to replay a contact.
- Writing. The drive is currently writing a record. You can replay a call when the
drive is in the writing state only if it is writing records to fixed media (SAN/Hard
drive, EMC Centera or FTP drive). You cannot replay a call when the drive is in
the writing state and writing records to removable media (Tape/DVD).

Procedure

1 Launch Recorder Manager from Enterprise Manager, and then click Operations >
Archive > Drives.
2 Select a drive, and then click Verify Media.
A list of the first five and last five recordings archived in the selected drive is
displayed. See “Verification result fields” on page 78 for a description of the
information shown for each recording listed.
3 Double-click the Inum or Session ID you want to verify from the list.
Use the player controls to replay, pause, or stop the replaying of content. See
“Replay controls” on page 78 for specific details.
4 Click Done when finished.
5 When prompted:
 To indicate the media was verified successfully, have an audit record created,
and then return to the Drives list page, click Yes.
 To return to the Drives list page, click No.

Archive Administration Guide 77

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Verify archive media

Verification result fields

Item Description

Inum or Session The INUM is a unique eWare database content identifier,

ID typically identifying contact file names, generated on each
Recorder. The INUM consists of 15 decimal digits of which the
first 6 are the Recorder's serial number and the rest are
sequentially incremented by the Recorder as new recordings
arrive, such as 600001000000001, where 60001 is the Recorder
serial number and 000,000,001 is the incremented number.
The Session ID is the identifier for calls in the Contact database.
This system-generated number includes model number, channel
number and start time.

Archive Time Date and time stamp that indicates when the content was
archived to the storage device. This is the date and time
converted to the time zone of the PC where the media is being
verified, and not necessarily the time when the call was
archived.

Replay controls

Item Description

The Progress Bar is a representation of the call expressed in a

colored bar that moves as the call is played.

The Stop button stops the replay and reset the progress bar.

The Play button starts call replay or resumes call replay if the
replay was paused.

The Pause button stops call replay in progress. Click Play to start
replay from the point at which the replay was paused.

The volume control bar adjusts the volume.

Sets the audio to maximum volume.

Mutes the audio.

Related topics
Archive drive settings, page 69
Add or edit an Archive drive, page 68

Archive Administration Guide 78

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Replace a physical archive device

Replace a physical archive device

Replace a physical device to correct an archive hardware failure or to upgrade the
archive device. The new physical device can be associated with the existing drive name
to maintain all of the settings of the previous physical device.

Procedure
1 Click Operations > Archive > Drives.
2 Select the target archive drive, and then click Edit.
3 Change the Physical Device field from the current value to empty, and then click
Save.
4 Physically remove the old local archive device and add the new local archive device.
5 If installing the new device required the system to reboot, the new drive has already
been auto-detected.
Otherwise, click Operations > Start and Stop and restart the Archiver service.
This causes the new drive to be auto-detected.
6 Edit the target drive again from the drive management window.
7 Select the new physical device to be associated with the logical drive name.
Windows may use the same physical device name as the replaced device or
generate a new one.
8 Click Operations > Start and Stop as prompted and restart Archiver.
The new drive settings take effect and the archive drive is now operational.

Related topics
Add or edit an Archive drive, page 68
Transfer archived data, page 80

Archive Administration Guide 79

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Transfer archived data

Transfer archived data

To move the contents of one Archive media to another, you can use the Archive media
migration feature. This feature is typically used to transfer archived data from
removable media (tapes, DVDs) to fixed media (SAN, FTP, Centera).
Transfer of data from both ContactStore tapes and MediaStore tapes is supported. All
calls copied to the destination drive will be represented in the Archive database.

NOTE Note that the original calls remain on the original media, as do the
database representation of these calls. Although referred to as "transfer,"
this is a copy operation, not a move operation.

You can enable encryption on the target media to have previously unencrypted archive
files encrypted on the new media.

IMPORTANT The Transfer drive queries the Archive database to determine which TARs
are present on the source media. Therefore, the source media must be
represented in the Archive database prior to starting a transfer.
MediaStore tapes, however, are not represented normally in the Archive
database, nor do they contain TAR files. During the transfer process for
MediaStore tapes, Archiver enumerates the INUMs on the tape without
any database queries and transfers accordingly.

Limitations of Media Migration

Please note the following limitations of the media migration (transfer) process:
 The Archiver transfers ALL archive data from the source media to the destination
media. You cannot transfer only specific data.
 Once the Archiver detects the source media, it begins the transfer.
 To re-process removable media, you must eject that media and insert another one.
Once the Archiver begins the transfer from the second media, stop the Archiver
service. Insert the original media and restart the Archiver service. Archiver will
recognize that the source has changed and will begin to process that media.
Contact Support for help re-processing fixed media.

Expiry of transferred archive data

Note the following regarding the expiry of the transferred archived data:
 If the Days Kept on Archive (0 = no expiry) setting for the transfer drive is set
to 0 (no expiry), the transferred data retains the expiry specified for the source
drive.
 If the Days Kept on Archive (0 = no expiry) setting for the transfer drive
specifies an expiry, the transferred data has a new expiry based on the source data
written time.
 For Mediastore tape transfer, all new data gets the current written time and expiry.

Archive Administration Guide 80

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Transfer archived data

What you need to do

 Define any fixed media to be used in the process.
 Define the source drive as an archive drive in Replay drive mode.
 Define the destination drive as an archive drive in Transfer drive mode. Include in
the drive definition the association to the source Replay drive.

Procedure

1 Go to Recording Management > Campaigns > Archive Media to define any

fixed media to be used in the process.
1 At the Recorder Manager’s Archive > Drives tab, select Create to define the
source drive.
2 Select the type of drive for the source drive.
3 For Drive Mode, select Replay drive.
4 Complete the rest of the drive definition as appropriate for the drive.

IMPORTANT The source for the migration must be a drive in Replay mode. It is
insufficient to merely disable the write capability or otherwise cause the
drive to go into Replay mode.If the source drive is operating in any other
Drive Mode, it will not be available as a source for the migration.

5 At the Recorder Manager’s Archive > Drives tab, select Create to define the
target drive.
6 Select the type of drive for the target drive.
7 For Drive Mode, select Transfer drive.
8 As the Source Drive Name, use the drop-down to select the Replay drive that
contains the source data.
9 Complete the rest of the drive definition as appropriate for the drive. All other
transfer drive settings (encrypt contents, content type, and so on) apply and affect
how data is written to the destination media.
Enable Encrypt Contents to have previously unencrypted data encrypted during
the transfer process.
10 Save the new drive settings.
The system updates the archiver service with the new drive information.
Once the transfer begins:
 If the source media (such as a SAN) is larger than the destination media (such as a
Tape), multiple destination media need to be swapped in order to complete the
transfer.
 If the source media (such as a Tape) is smaller than the destination media (such as
a SAN), multiple source media need to be swapped in order to complete the
transfer.

Archive Administration Guide 81

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Reprocess and reset watermarks

You can track the progress of the transfer through the Archive > Status page. The
runtime counters present on that page are updated normally. The values in the Current
Archive Point and the Last Call fields move as the transfer progresses.
When the transfer from the source media is complete, Archiver raises an
ArchiveTransferComplete alarm. If multiple source media are being transferred, eject
the first source media and insert a second one. Archiver automatically begins to transfer
from source to destination media as soon as it detects available media present in the
source drive. The ArchiveTransferComplete alarm is cleared when the new transfer
begins.
Fixed source media behave in the same way as removable source media, except that
there is nothing to eject. The transfer operation automatically pulls all files from the
source media. Note that this may be a very large number of files, depending on the size
of the source SAN, FTP, or Centera.
All other normal archive error handling and alarming mechanisms also apply to output
activity on the destination media.

NOTE While in Replay mode the source drives are generally available for replay
from Search and Replay applications or from the Transfer drive. While
transfer activity is occurring, other replay requests from Search and
Replay applications may be delayed or denied.

Archiver supports shutdown during a transfer operation; on the next restart, the
transfer is resumed from the shutdown point.

Related topics
Add or edit an Archive drive, page 68
Replace a physical archive device, page 79
Create a fixed media definition, page 56.

Reprocess and reset watermarks

Archive includes two "do-over" functions: reprocessing and resetting watermarks.
Reprocessing is only supported for Local Archive. Reprocessing is supported for both
compliance local archiving and selective local archiving (local archive with campaigns).
This is a Recorder workflow activity that does not apply to Central Archive drives. By
contrast, you can rewind the watermark for Local Archive as well as Central Archive.
Reprocessing re-executes local archive tasks against a specific date range. Once that
date range is consumed, the watermark will revert to whatever it was prior to the
reprocessing command and continue from there.
Resetting the watermark moves the current watermark and proceeds from there
normally. No date range is specified and there is no resumption of prior watermark.

Related topics
Archive drive settings, page 69

Archive Administration Guide 82

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Review general archive settings

Review general archive settings

The general archive settings impact overall Archive behavior and all configured drives.
The default settings are applicable to most systems; only rarely do system settings need
to be changed.

Primary-Secondary server deployment

When part of a Primary-Secondary server deployment, the Recorder Manager on the
Secondary server displays the Activate Failover button on the Settings tab. This
button executes a failover to the local box. When the Primary Server is again functional,
click the Activate Failover button in the Recorder Manager of the Primary Server to
restore normal operations.

Procedure
1 Choose Operations > Archive > Settings.

2 Complete the fields as required for your environment.

3 Click Save.

What to do next
If the help message advises you to restart the Archiver service, click Operations >
Start and Stop > Restart.

Related topics
The Archive Settings fields and buttons, page 84
Failover deployments, page 90

Archive Administration Guide 83

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration The Archive Settings fields and buttons

The Archive Settings fields and buttons

The general archive settings impact overall Archive behavior and all configured drives.
The default settings are applicable to most systems; only rarely do system settings need
to be changed.

Field Description

Label Printer The name of the printer, if present, used to create labels for the
Name archive media.

Global Media Applicable only to removable media. Unique prefix used in forming
Name Prefix the media name for all removable drives in this Recorder.

Percent Full Applicable only to removable media. The threshold, expressed as a

Warning percentage, at which an alarm is raised. For example, if 75 is
entered, an alarm displays when the media is 75 percent full, so
that you can prepare to change the media.

Maximum TAR The maximum size for the TAR file in megabytes, to be written to
Size (MB) the media. The default is 100 MB, which is approximately 1.5
hours of uncompressed voice recordings. Valid values: 10 to 100.
TAR files are written to media every hour (3600 seconds), whether
or not the maximum file size is reached.

Additional Global Settings for Archiving

Campaign How frequently, in seconds, the search thread for each Archive
Search drive will query Recorders for new jobs. Change only if asked to do
Interval (Sec) so by support personnel.

Campaign The time range, in minutes, in which the search thread for each
Search Archive drive will query Recorders for new jobs. Change only if
Window asked to do so by support personnel.
(Mins)

Campaign The number of jobs that will be returned from the query for each
Search Recorder. Change only if asked to do so by support personnel.
Maximum
Result Set

Campaign Each drive uses a dedicated set of threads to pull call content from
Fetcher remote Recorders. This setting adjusts the number of threads
Threads Per used.
Recorder You can increase this value if archive is falling behind and your
target recorders have spare CPU. You can decrease this value if
archive is easily keeping up, but target recorders need more
available CPU for recording tasks.
In most standard configurations you do not need to change the
number of fetcher threads.

Archive Administration Guide 84

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration The Archive Settings fields and buttons

Field Description

Campaign Checkbox that determines if campaigns are run when a campaign

Stop on schedule is not available, as follows:
Schedule Error  If checked, then campaigns will not run if a schedule could not
be loaded from the database.
 If unchecked (default), then campaigns will run normally, even
if a schedule could not be loaded from the database.
NOTE | Archiver service does not stop completely on a database
error: only campaigns are stopped from running (if a schedule
cannot be loaded).

Disable By default, Archive polls the original recorder for a contact first; if
Archive the contact is not there, it polls the Archive Database and tries to
Fallback locate the call somewhere on archive (the fallback step). If you are
sure that the fallback step is unnecessary because the calls are
only on the original recorder (or nowhere), you can disable the
fallback step. Disabling fallback saves some database load and
overall processing time when you get frequent "misses" on the
original recorder.

Button Description

Activate This button is active when the current server is part of a Primary-
Failover Secondary server deployment. This button executes a failover to
the local box.
When the Primary Server is again functional, you click the
Activate Failover button in the Recorder Manager of the Primary
Server to restore normal operations. The Secondary Archive
Server returns to the Standby state.

Save Saves the currently specified settings.

Revert Resets all field values on this tab to the values in the last saved
configuration.

Related topics
Failover deployments, page 92

Archive Administration Guide 85

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Check archiving status

Check archiving status

The Archive > Status tab shows information about the overall archiving process on the
Recorder, as well as a visual representation of the progress. All information included on
the Archive > Status page is current. The information is not historical data from the
database; it is runtime information.
The top row under Drive Summary is an accumulation of statistics for all Recorders
assigned to the archive server. Each row under Recorder Details itemizes statistics for
a particular Recorder. For local archive, there will be only one recorder listed.
In general:
 If the Files Attempted values for each recorder are positive and are going up, then
archiving is attempting to fetch files from the recorder.
 If the Last Job Archived Inum/Session ID is valid and changes over time, then
progress is being made.
 If the Current Archive Point timestamp increases over time, then progress is
being made.

NOTE The Rate counters are generally reflective of the last few minutes of
operation and constitute more of a current snapshot than a historical
record. Also, all counters (such as Total Files, etc.) are reset to zero (0)
each time the Archive service is restarted.

The Status tab includes a status icon to visually indicate the Archive progress. Archiver
takes a “snapshot” of the current watermarks on a daily basis (just after midnight) and
stores that information in an xml file. The file includes a rolling 7-day window of
watermarks. The watermarks are compared over the time period and the rate of archival
determined:
 If the watermarks are progressing forward faster than real-time, then Archive is
"catching up" ( ).
 If the watermarks are progressing forward slower than real-time, then Archive is
"falling behind" ( ).
 If archiving is progressing at the expected rate, neither falling behind nor catching up,
then the rate is flat ( ).

Example: Archive status

If between Wednesday and Thursday, the watermark progressed 3 days, then Archive is
catching up. If, however, the watermark only progressed a half day then Archive is
falling behind.

Status when Archive not running

If the archive process was not running at all during the time period, days will be missing
from the history. Archive correctly calculates the rate including the time for the missing
days.

Archive Administration Guide 86

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Check archiving status

Procedure
1 Choose Operations > Archive > Status.

Archive Status Field Values

Item Description

Drive Summary The name of the drive being used on the indicated Recorder for
the archiving of recordings, such as ATL-Tape 2.

Total Files The number of files Archive has processed.

Total MB The amount of data Archive has processed.

Total Archive The rate at which Archive is processing files.

Rate (MB/min)

Total Write Rate The rate at which Archive is writing data to the storage drives.
(MB/min)

Total Replays The number of replay requests for the period.

Recorder Details The name of the Recorder from which the recording originated.

Files Attempted The number of files Archive has tried to process.

MB Attempted The amount of data Archive has tried to process.

Fetch Rate (MB/ The rate at which Archive is collecting files.

min)

Current Archive Shows the point to which Archive has gotten.

Point

Archive Administration Guide 87

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Server-level configuration Check archiving status

Item Description

Last Job Shows the Inum or Session ID of the last recording archived.
Archived

Archiving The arrows provide a visual indication of archiving progress:

Progress indicates that Archiving is "catching up."
indicates that Archiving is "falling behind."
indicates that Archiving is progressing at the expected rate
("flat").

NOTE For Acquisition Recorders, screen calls are fetched under the context of
the parent audio module number, so the statistics (files attempted, etc)
for screen calls are bundled together with the statistics for audio calls.
Only the audio module number is shown under Recorder Details; the
screen module number is not listed with statistics for screen calls separate
from audio.

Archive Administration Guide 88

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 4

Archive redundancy
and failover

You can configure an Archive server to produce redundant archive media; you can also
configure redundant archive servers in a failover deployment.

Topics
 Redundant archive media, page 90
 Failover deployments, page 92
Chapter 4 - Archive redundancy and failover Redundant archive media

Redundant archive media

To generate copies of archive data on multiple archive media, you can set up redundant
Archive drives:
 You can configure parallel archive drives. The drives independently generate two
copies of the data on independent SANS.
 You can configure one archive drive with two SAN targets and configure them to be
written in parallel. This is the recommended approach to duplication of SAN data as
it avoids duplicate fetching and keeps the SANs in lock-step with regards to content
and error handling.

Related topics
Configure parallel drives, page 90
Configure one drive with two media targets, page 91

Configure parallel drives

You can set up redundancy using parallel archive drives. Two copies of the data will
reside on independent media.

Procedure
1 If using SAN, FTP, or EMC Centera media, go to Recording Management>
Campaigns > Archive Media.
If using tape drives, go to Step 3.
2 Create media definitions for the two target media. You can define SAN, FTP, or EMC
Centera targets.
3 Launch Recorder Manager on the Archive Server.
4 Create a drive definition for one of the target media.
If a campaign is selected, click the Manage Campaign Recorders button to assign
recorders on which to run the campaign.
5 Create a second drive definition, specifying the second target media. The other
parameters for the second drive should match the first.
Any recorder assignments for the campaign should also be the same as for the first
drive.

Related topics
Configure one drive with two media targets, page 91
Redundant archive media, page 90

Archive Administration Guide 90

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Archive redundancy and failover Configure one drive with two media targets

Configure one drive with two media targets

You can set up redundancy using one archive drive with two fixed media targets written
in parallel. This method ensures that the data duplication is exact with regards to
content and error handling. Multiple targets is not supported for removable drives.

Procedure
1 Go to Recording Management > Campaigns > Archive Media.
2 Create media definitions for each media target.
3 Launch Recorder Manager on the Central Archive Server.
4 Under Operations > Drives, create a drive definition.
5 In the Media Target(s) field, select one of the target media.
6 Click Add.
7 In the second Media Target(s) field, select the other target media.
8 Set the Multiple Device Write Mode to Duplicate.
9 Complete the drive definition as required for the deployment.

Related topics
Configure parallel drives, page 90
Redundant archive media, page 90

Archive Administration Guide 91

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Archive redundancy and failover Failover deployments

Failover deployments
IMPORTANT The failover methods discussed here apply to Central Archive only. To set
up Local Archive failover, you must configure the Recorder for failover.

Archive failover may only be deployed with fixed media types (SAN, FTP,
Centera).

You can configure Primary and Secondary Central Archive servers so that if the first
Server fails, the second may be activated.
When this Primary-Secondary server model is deployed:
 Primary refers to the Central Archive server configured in the enterprise
Installations tree as the main archive system
 Secondary denotes the Central Archive server configured in the Installations tree
as the failover server for the Primary.
 Active is a runtime state for the Primary or Secondary Archive Server. It indicates
that the server is currently archiving calls on behalf of the server pair.
 Standby is a runtime state for Primary or Secondary Archive Server. It indicates
that the server is not currently archiving calls.
The Recorder Manager on each Archive Server displays status that indicates whether the
server is Primary or Secondary and Active or Standby.
The Secondary server must have the same number of archive drives, with each archive
drive running the same campaign as a corresponding drive on the primary machine.
Specific types of the drives (SAN, FTP, or Centera) do not have to match, though it
makes tracking simpler. The target media is typically the same. Once two servers are
paired, they have the same recorder associations assigned to the Archive activity.

If a server is in Standby mode, the Manage Campaign Recorders button on the Drive
Edit page is grayed out. In addition, if you make and save changes to the drive
definitions on either server, a warning is displayed that the Primary and Secondary
server configurations don’t match. You can continue saving the changes; however, the
system will generate alarms as long as there is a mismatch. If the configurations are
miamatched, the failover will not be successful.

Related topics
Configure Primary and Secondary Archive servers, page 93
Activate failover server, page 94

Archive Administration Guide 92

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Archive redundancy and failover Configure Primary and Secondary Archive servers

Configure Primary and Secondary Archive servers

To ensure Archive resiliency, you can configure both a Primary and Secondary Archive
server. The Secondary server can be activated if the first one fails.

NOTE The following instructions assume that you have the Primary Archive
Server already configured.

1 Access the Enterprise Manager.

2 In the Installation tree, select the server that is to be the Secondary Archive
Server.
3 Assign the Central Archive role to the server.
4 In the Installation tree, expand the server to which you assigned the Primary
Centralized Archiving Role.
5 Select the Central Archive role on the Primary Server.
6 Click the Secondary Role tab.
The Server Roles window displays.
7 Check the box next to the Central Archive role on the second server. (The Primary
is the one selected on the left; the Secondary is selected on the right.)
8 Click Save.
The selected Secondary Archive Server picks up the recorder associations from the
Primary Server. Other configuration information, such as drive definitions, must be
manually synched between Primary and Secondary Servers.
If the drives on the Secondary server do not match those on the Primary server, the
system will generate warnings about the mis-matched drive configuration until the
second server is configured closely enough for failover to succeed.

Related topics
Activate failover server, page 94
Failover deployments, page 92

Archive Administration Guide 93

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Archive redundancy and failover Activate failover server

Activate failover server

In the event of failure of the Primary Archive Server, you need to manually activate the
standby (Secondary) Archive Server.
When part of a Primary-Secondary server deployment, the Recorder Manager on the
Secondary server displays the Activate Failover button on the global Operations >
Settings page. This button executes a failover to the local box.
The failover process automatically manages the archive points between active and
standby servers such that no content is missed.
When the Primary Server is again functional, click the Activate Failover button in the
Recorder Manager of the Primary Server to restore normal operations. The Secondary
Archive Server returns to the Standby state.

Related topics
Configure Primary and Secondary Archive servers, page 93
Failover deployments, page 92

Archive Administration Guide 94

Confidential and Proprietary Information of Verint Systems Inc.

 Appendix A

Archive failsafe mechanisms

and maintenance checks

Archive features failsafe mechanisms to help ensure that recordings are archived as
specified. These mechanisms apply to both Central and Local Archive. The failsafe
mechanisms are not 100% guaranteed for every scenario, but offer a way to avoid
having large numbers of recordings lost.
In addition to the built-in failsafe features of Archive, there are other manual checks
that you can perform to verify Archive processing of files.

Topics
 Archive file marking, page 96
 The Archive failsafe job, page 97
 Manual maintenance checks, page 100
Appendix A - Archive failsafe mechanisms and maintenance checks Archive file marking

Archive file marking

As each recording is written to the recorder's call buffer, its Archive attribute bit is
turned on to signal that the file is ready for archiving. This bit is cleared when the call is
pulled to indicate that the file has been selected for archival. If the disk manager
encounters a file with the Archive bit still set, it will raise an alarm in the Recorder
Manager to indicate that the file was not archived. Frequent alarms of this type may
indicate a problem with the archiving solution.

NOTE The disk manager "assumes" 100% file archiving (local or centralized).
Selectively archiving calls will cause this alarm to appear quite frequently.
To turn off this alarm type, check the Alarm settings in the Recorder
Manager.

If the file is altered after it has been archived, the bit is reset and it will appear that the
file was not archived.
If two campaigns are set to archive the same file, the bit will be cleared when the first
campaign runs. In this scenario, there will be no indication if the second campaign fails
to retrieve that file.

Archive Administration Guide 96

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks The Archive failsafe job

The Archive failsafe job

The Archive failsafe job, installed with the Archive Database, is a scheduled SQL Server
Agent job that runs by default at 2:30AM each day. This job assumes 100% archiving
and looks for calls that have not been archived.

NOTE If you are not archiving 100% of calls, you should disable the failsafe job
to avoid unnecessary processing and alarm generation for “missed” calls.

The Archive failsafe job compares calls from the Contact database to the archive
information in the Archive database. Any calls which do not have matching Archive
entries are written to a permanent table.
Central Archive processes will automatically re-consider these missed calls as part of
their ongoing campaign queries. Local Archive processes will not re-consider these calls
unless they are in the "selective" mode, which uses campaigns also.

IMPORTANT If running against SQL 2008, make sure that SQL Cumulative Update 5
has been applied. If this update is not applied, the "Archive Fail Safe" job
will fail.

The archive failsafe mechanism is wholly automatic once it has been configured
correctly. The Archive Web Service will check that the Archive failsafe job has run
correctly each night. If the job failed to run, or if non-archived calls were found, the
Archive Web Service will raise an alarm.

Archive Administration Guide 97

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Failsafe configuration

Failsafe configuration
The failsafe job is called Archive Database Fail Safe. The configuration parameters are
included in the Archive Resiliency section of the Archive Database server role definition.

For the default installation, Archive failsafe will:

 check all calls from three days ago (Delay from Real Time + Window Duration)
 check for any part of the call being archived
 compare recording to archive information to identify non-archived calls
 update the database so that those calls are reconsidered for archive
Archive campaigns will automatically re-consider calls identified as missed by the
failsafe stored procedure.
You can modify the values for the Archive Database Fail Safe job as necessary.

IMPORTANT If Archive watermarks lag behind the current date by more than 2 days,
(the default Delay from Real Time setting), Archive Failsafe begins to
identify calls that have not yet been considered for archive as non-
archived and add them to list of calls to archive. If this happens, adjust
the Delay from Real Time setting to 3 or 4 to accommodate the lag time.

Related information
Server role configuration parameters (Enterprise Manager Configuration and
Administration Guide or the online help)

Archive Administration Guide 98

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Disable Archive failsafe notification

Disable Archive failsafe notification

The overnight job, scheduled to run automatically every day at 2:30 AM, lists all non-
archived records for the configured parameters. You should disable the job to prevent
unnecessary processing under certain conditions.
Disable the failsafe notification job if:
 local or central archive is not running
 100% of calls are not being archived
 the watermarks are lagging behind

Procedure
1 Open SQL Server Enterprise Manager.
2 Navigate to Management > SQL Server Agent > Jobs.
3 Right-click on the Archive failsafe job and select Disable Job.
4 Exit SQL Server Enterprise Manager.

Archive Administration Guide 99

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Manual maintenance checks

Manual maintenance checks

Manual checks are required to compensate for potential problems that cannot be
detected automatically.
If a manual check determines that some data is not archived due to configuration error
or external system failure, calls can still be archived from the Recorder by moving the
archive point to a point before the missed calls.

Example: Value supplied by third-party system needed for archiving

A value used by the Archive campaigns is supplied by a third-party system. An incorrect
change to the third-party system stops the rule from triggering at the expected times.
Because it is difficult to validate automatically how often such a rule triggers, some
manual inspection is required to verify that content is archived as expected.

Use a weekly checklist

Use this table as guidance for weekly checks and to store the required information.

Check Tasks to perform

Archive rates are consistent with Check data transfer rates, page 101
previous week or expectations.

Desired recorders are configured and Check campaign recorder assignments,

progressing. page 102

Archive files are created. Confirm TAR file creation, page 103

3rd party archival system (if used) is Check third-party archiving tools, page 103
operational.

Unexpected errors are not occurring. Monitor errors, page 104

Archive Administration Guide 100

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Check data transfer rates

Check data transfer rates

You can ensure that the archive system is pulling the expected amount of data from the
recorders and that this is consistent with previous checks.

Procedure
1 Access the Recorder Manager on the Archive server:
http://<ServerName>/RM
2 Log in.
3 Choose Operations > Archive > Status.
The throughput of successful archiving includes:
 Number of files (Files)
 MB of data archived (Mbytes)
 MB of data archived per hour (Actual Mb/Hr)
If the values associated with the fetchers are positive and are going up for each
recorder, then archiving is taking place.
S

IMPORTANT You should verify that the summary data rate seen is as expected and is
consistent with the previous checks made. Please take a note of the
values seen at each check so that you can make this comparison.

Related topics
Check archiving status, page 84

Archive Administration Guide 101

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Check campaign recorder assignments

Check campaign recorder assignments

You can ensure that each enterprise archive drive is servicing the desired set of
Recorders. You also need to make sure that queries are being run to find calls on each
recorder.

Procedure
1 Access the Recorder Manager on the Archive server:
http://<ServerName>/RM
2 Log in.
3 Choose Operations >Archive >Drives.
4 Edit each configured Archive.
The changes to each configured Archive drive will be displayed in the Central
Archive Mode.
5 Click Manage Campaign Recorders.
In the Drives window, the TRADER1001 Campaign section is displayed.

6 Make sure the Campaign Recorder shows the following:

 A list of Recorders
 Recorder Enabled selected for each recorder
 An archive starting point progressing forward over time
7 Click Cancel.

Archive Administration Guide 102

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Confirm TAR file creation

Confirm TAR file creation

The Archive system concatenates the archived calls into TAR files of the default 100MB
in size.
On some media types (SAN, FTP, Iomega REV, DVD), it is possible to look directly at the
media using Windows File Explorer and review the media contents. You should be able
to examine the media or directory to ensure that the new TAR files are being written. If
you have a program installed that can read the TAR file format, such as WinZIP, you can
open the TAR file and review the contents to see individual INUMs/SessionIDs.
On other media types (Tape, EMC Centera), you cannot view the media contents
directly; these media types do not have a traditional file system. Use the Recorder
manager’s Media Verification feature to check the files.

NOTE There may be no files from today's date if the archive system is archiving
only at night. If this is the case, then verify that calls exist for the previous
day or when the last archive session should have occurred.

NOTE The writing of 100MB TAR files to media should generally take between 1
and 30 seconds depending on your type of media. If you have TAR files
that take minutes to write, there may be a serious network problem
between Archiver and the remote media, or a problem with the locally
attached tape or DVD.

Related topics
Verify archive media, page 75

Check third-party archiving tools

The Recording system does not directly support any 3rd-party movement of calls from
Archive media to an alternate location (e.g. HSM backup of file-share to tape). The
Recording system will expect all archived calls to be at their original location and will
make replay requests against that location. Any 3rd-party backup system installed by
the customer must be able to restore an archive TAR file to its original location as
demanded by normal operating system file access APIs. Users will receive a replay error
message until a requested restoration is successful. There is no indication of the missing
TAR file in the error message. The customer is responsible for periodic checks and
maintenance of any such system configured outside the Recording system.

Archive Administration Guide 103

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Monitor errors

Monitor errors
You should check for errors in the system on a regular basis.

Procedure
1 Access the Recorder Manager on the Archive server:
http://<ServerName>/RM
2 Log in.
The Recorder Manager is displayed.
3 Select Alarms> View Alarms> Status
The following sample Status window displays some of the Archive-related alarms
that may be raised.

4 Check the Details for each alarm and make sure that you understand the cause of
each alarm.

Related topics
Archive alarms, page 105

Archive Administration Guide 104

Confidential and Proprietary Information of Verint Systems Inc.

Appendix A - Archive failsafe mechanisms and maintenance checks Archive alarms

Archive alarms
There are alarms that indicate specific Archive issues. The following table shows
examples of the type of Archive errors you may encounter.

Alarm name Probable cause for alarm

Disk Manager Detected Raised after 7 days if a file has not been archived. Part
Un-Archived File of the archive failsafe.

Disk Manager Deleted Raised by archive failsafe when Disk Manager deletes an
Un-Archived File un-archived file and it cannot be recovered.

Archive Lack Media An archive drive is configured for writing, but there is no
media in the drive.

Archive Media Failure A fault occurred while writing to or accessing the drive.

Archive Media Nearly Full The named archiving media is almost full.

Archive Media Full The named archiving media is full.

Archive Lack Media Archiving is stopped due to a lack of usable media.

Archive Behind The current progress for the campaign is more than 3
days behind.

Archive File Not Found Archiver was unable to find a file selected by the
campaign.

Archiver Stopped The Archiver service is not running.

Archive Fetch Error Archiver encountered an error trying to fetch a file from
a recorder (and will retry until the problem is corrected).
Most fetch errors are related to token authentication.

Archive Error Some other error not enumerated above. Review

Archiver logs for troubleshooting.

Archive DB Error Archiver cannot connect to the database.

Archive Centera Archive is unable to connect to the configured EMC

Connection Error Centera media. Check the connection string.

Override Expiry Enabled Override Expiry is enabled on media. Risk of reaching

media full capacity. If the media gets full, no more
archiving to the media is possible.

Unrecognized/Invalid MIME Archive encountered an INUM with unrecognized/invalid

Type MIME type. Review the campaign named in the error.

Related information
Archiver alarms list (Alarms spreadsheet)

Archive Administration Guide 105

Confidential and Proprietary Information of Verint Systems Inc.

 Appendix B

Moving archived files

You can move existing archived files from one location to another without affecting the
ability to replay the files.

Topics
 Moving vs. transferring files, page 107
 Move files to a new location, page 108
Appendix B - Moving archived files Moving vs. transferring files

Moving vs. transferring files

Should you manually move the files or use the Archive Transfer feature?
The Archive Transfer feature is typically used to transfer archived data from removable
media to fixed media or from one fixed media type to another fixed media type. The files
are copied, not moved, so the original media will still contain the archived content after
the transfer.
Though you can also use the Archive Transfer feature to transfer archived content from
one fixed media to another of the same type, you can also completely move archived
content from one fixed media to another fixed media of the same type, using a manual
process.

Example: Move an existing archive from one SAN location to another SAN
location
The IT group has added a new SAN and has asked that you move all archived data from
the old SAN to the new SAN. If you create a new media for the new location, a new
media ID will be generated and references to the archived inums in the previous location
will be lost. Historical calls will not be able to be replayed. To cleanly move the files, you
need to complete a manual procedure, which includes modifying the original media and
drive definitions.

Archive Administration Guide 107

Confidential and Proprietary Information of Verint Systems Inc.

Appendix B - Moving archived files Move files to a new location

Move files to a new location

The procedure to manually move archived files from one location to another requires
changes to both enterprise and local system settings.

Before you begin

Make sure that you have access and can make changes to:
 Enterprise Manager
 Recorder Manager on the Archive Server.

Procedure
1 In Recorder Manager on the Archive Server, access Operations > Start and Stop.
2 Stop the Archiver service.
3 On the current SAN, copy the files to the new location, maintaining the original
folder structure.
Example: Copy the files from SAN X to SAN Y.
4 In Enterprise Manager, navigate to Recording Management > Campaigns >
Archive Media.
5 Open the media definition for the current SAN location.
Example: Open ArchiveMediaSAN
6 Edit the media definition for the SAN location:
a. Change the Path/Folder to the new location.
Example: Change X:\Archive to Y:\Archive.
b. Click Save.
7 Re-start the Archiver service.
8 In Recorder Manager on the Archive Server, navigate to Operations >Archive >
Drives.
9 Edit the drive that points to the SAN media.
10 Delete the Media from the drive definition.
11 Save the definition.
12 Edit the drive that points to the SAN media again.
13 Add the same Media back into the definition.
14 Save the definition.
15 Re-start the Archiver service.

Archive Administration Guide 108

Confidential and Proprietary Information of Verint Systems Inc.

 Appendix C

Archive troubleshooting

This section describes issues you may encounter with Archive and provides tips for
resolving these issues.
In general, if the Archive process is not behaving as expected, check the Alarms tab in
Recorder Manager or the status of a server in Enterprise Manager (System Monitoring
> System Monitor > Alarms Dashboard). Most issues with Archive will generate an
alarm that will be listed along with details and corrective action.

Topics
 Configuration issues, page 110
 Replay issues, page 111
 Post-upgrade issues, page 112
 General operation issues, page 113
 Local Archive issues, page 114
Appendix C - Archive troubleshooting Configuration issues

Configuration issues
The following table lists issues with the Archive configuration that you may encounter:

Issue Resolution

No Server with Archive is After installing and setting the Archive software on
registered in the system. the Archive Server, assign the Central Archive server
in Enterprise Manager.
1 Go to System Management > Enterprise > Settings.
2 Select the Site where you wish to create the Server.
3 Click Create Installation and choose Server.
4 Complete the Server window.
5 Click Save.
Refer to the on-line help for the Settings page to
complete the fields for your server.

Recorder is not available for The Manage Campaign Recorders dialog lists the
campaign assignments recorders that have an association to the Central
Archive server. If a server is not listed, be sure that it
is associated to the Central Archive server.

Related topics
Create a campaign, page 36
Campaigns > Views (Trading only), page 26

Archive Administration Guide 110

Confidential and Proprietary Information of Verint Systems Inc.

Appendix C - Archive troubleshooting Replay issues

Replay issues
The following table includes issues you may encounter as you attempt to replay archived
content:

Issue Resolution

Content on known media not In the Enterprise Manager, access the Recording
replaying Management > Campaigns > Archive Media
page. This page shows the status (online or offline)
of all fixed media defined in the enterprise.
(Removable media are listed when their status is
online.)
Make sure that the media from which you are
replaying content is online and accessible by at least
one archive drive in the system.

Related topics
Archive media, page 65

Archive Administration Guide 111

Confidential and Proprietary Information of Verint Systems Inc.

Appendix C - Archive troubleshooting Post-upgrade issues

Post-upgrade issues
The following table describes issues you may encounter with Archive after upgrading to
v11.1.

Issue Resolution

Archiving not operational after The most common reason for this issue is a
upgrade to v11.1 eWare mismatch of server names in the configuration. After
upgrading 78X to V11 eWare, be sure to enter the
same database server names across both Recorder
Manager and Enterprise Manager, using hostnames in
all cases, or IP addresses in all cases, but not a
mixture of both.

Related topics
Configuration issues, page 110
General operation issues, page 113
Overview of setup procedures, page 16

Archive Administration Guide 112

Confidential and Proprietary Information of Verint Systems Inc.

Appendix C - Archive troubleshooting General operation issues

General operation issues

In general, if the Archive process is not behaving as expected, check the Alarms tab in
Recorder Manager or the status of a server in Enterprise Manager (System Monitoring
> System Monitor > Alarms Dashboard). Most issues with Archive will generate an
alarm that will be listed along with details and corrective action.

Related topics
Configuration issues, page 110
Replay issues, page 111
Post-upgrade issues, page 112

Archive Administration Guide 113

Confidential and Proprietary Information of Verint Systems Inc.

Appendix C - Archive troubleshooting Local Archive issues

Local Archive issues

The following table describes issues you may encounter with Local Archive.

Issue Resolution

When local archiving is Re-configure each recorder as a Central Archive

configured, and selective server archiving its own audio and screen (even the
archive campaigns are used, corresponding screen recorded elsewhere).
screen recordings that are To do this:
created on other recorders are
not archived. 1) Enable the Central Archive role for the recorder.
2) Assign the same recorder to itself in the server
association page.
3) Configure the Archive Drive in Central Archive
mode and use the same campaign that was used
before.
4) Follow steps 1-3 for the other recorders in the
system.
This configuration causes the Central Archive server
to act like a Local Archive server, pulling the audio
and screen from within itself. However, unlike a Local
Archive server, it can also fetch the content if the
associated screen is recorded elsewhere.

Archive Administration Guide 114

Confidential and Proprietary Information of Verint Systems Inc.

Verint Global Headquarters
330 South Service Road
Melville, NY 11747 USA

[email protected]
1-800-4VERINT

www.verint.com

© 2015 Verint Systems Inc.

All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.

The contents of this material are confidential and proprietary to Verint Systems Inc.
and may not be reproduced, published, or disclosed to others without express
authorization of Verint Systems Inc.