Installation Manager Guide Clarity Connect 4.0

INSTALLATION MANAGER GUIDE CLARITY CONNECT 4.0

REVISION J

INSTALLATION MANAGER GUIDE 4.0 REV J

CONTENTS

1.0 INTRODUCTION ...... 3

2.0 PERMISSIONS ...... 3

3.0 CREATE INSTANCE ...... 4

4.0 DOWNLOAD INSTALLER ...... 17

5.0 RUN INSTALLATION MANAGER ...... 19 5.1 RUN DOWNLOAD/IMPORT WORKSHEET ...... 19 5.2 RUN DOMAIN ADMINISTRATION ...... 20 5.3 RUN APPLICATION SERVER ADMINISTRATION ...... 20 5.4 RUN SKYPE FOR BUSINESS ADMINISTRATION ...... 32 5.5 RUN RUNTIME DATABASE ADMINISTRATION ...... 32 5.6 RUN CONNECT INSTALLER ...... 33 5.7 RUN DATA WAREHOUSE DATABASE ADMINISTRATION ...... 35 5.8 INSTALL REPORT SERVER ADMINISTRATION ...... 36 5.9 INSTALL CUMULATIVE UPDATES ...... 38

6.0 INSTALL AGENT CALL REROUTER ...... 42

7.0 START SERVICES ...... 47

8.0 APPENDIX A: UPGRADE EXISTING INSTANCE ...... 48 8.1 PREREQUISITES ...... 48 8.2 CREATE 3.2 INSTANCE IN CMP ...... 48 8.3 UPGRADE CMP INSTANCE ...... 57 8.4 DOWNLOAD INSTALLER ...... 64 8.5 PERFORM BACKUP & OUTAGE ...... 65 8.6 RESTORE DATABASES ...... 65

9.0 APPENDIX B: SILENT INSTALLER ...... 66

10.0 REVISION HISTORY ...... 67

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1.0 INTRODUCTION

This document describes how to use the Installation Manager, which manages Clarity Connect software deployment. The Installation Manager automates all steps necessary to prepare your environment for Clarity Connect with the exception of creating the trusted application pool and uploading reports after the installation is complete; these tasks must be completed manually by the user.

2.0 PERMISSIONS

The following permissions are required to complete the install process. Any required permissions are also listed at the beginning of each section.  Local administrator privileges  Administrative privileges, WMI access, and permission to create new accounts in Active Directory on the domain controller server  Skype for Business administrator rights  Permissions to add users to the RTC Server Component Group and RTC Server Local Group inside Active Directory on the application server  Permissions and an associated SQL server login to connect to the SQL server using Windows Authentication and permissions to create additional SQL server logins  Permissions to create new users on the Connect runtime database and alter ownership of Connect runtime database schema  Permissions to create and modify objects on the runtime database  Permissions to create new users on the Connect data warehouse database and to alter ownership of Connect data warehouse database schema  Permission to create and modify objects on the data warehouse database  Permissions to connect to Report Server Services  Permissions to add new users, set system policies, and create new folders on the report server

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3.0 CREATE INSTANCE

Note: If upgrading an existing 3.2 instance to 4.0, skip to 8.0 Appendix A: Upgrade Existing Instance.

Note: While the Installation Manager automates nearly every step in the installation process, the trusted application pool must be created manually. This can be done at any time during the installation process. If you would like to complete this step prior to when it appears in the manual, see 5.3.1 Create Trusted Application Pool.

Note: Clarity Connect requires the English-CA and Windows display languages on both the application server and the SQL server in order for the install to be successful.

Create a customized instance of the Clarity Connect application, or create multiple instances with unique settings. An instance is an independent environment that contains all of the necessary settings and functionality required to run. Multiple instances may be installed on the same server. If you are unsure how many instances are required, just create a single instance. Most customers only require one.

1. Navigate to the Cloud Management Portal (CMP) at https://my.claritycon.com and log on using your Microsoft Live account credentials. These credentials should be the same credentials you provided to Clarity Connect Professional Services when your account was created. 2. The Configurations home page will appear with a preset customer company name. Click Add Instance. The Add Instance page will appear (Figure 1).

Figure 1 Add Instance page

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3. Select the desired Clarity Connect version from the drop-down menu and enter a name for the instance. Click Save. The Edit Instance page will appear.

Note: In the case of multiple instances, choose a name that distinguishes one’s configuration settings from the next. The instance name is for internal use only.

4. Click the Application Pools tab. A pop-up window will appear stating default applications with associated default endpoints are being created. Click OK. The Add Trusted Application Pool page will appear (Figure 2).

Note: The trusted application pools created here are equivalent to the trusted application pools in the Skype for Business 2015 topology.

Figure 2 Add Trusted Application Pool page

5. Enter the trusted application pool’s name and domain. The Trusted Application Pool FQDN field will auto-populate based on your entries. 6. Click Add Trusted Application Pool and repeat the previous step to add additional trusted application pools. Click Save.

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7. Click the Servers tab and then click Add Server. The Add Server page will appear (Figure 3).

Figure 3 Add Server page

8. Enter the application server’s name and IP address. 9. Associate each server with a trusted application pool FQDN created on the Trusted Application Pool page using the drop-down menu. 10. Enter the application server’s Specific Server FQDN. A Publicly Available checkbox will display for Clarity Connect partners only. Select this box to list the server in the Server Name drop-down menu for your customers and make it available to them for their Clarity Connect installations.

Note: This instance of Clarity Connect will be installed on all application servers added here. The user will also be able to perform upgrades on any servers added to CMP. If servers were previously added to CMP, they will appear as available selections in the drop-down menu. If reusing an existing server, select it from the drop-down menu.

11. Click Add Server again and repeat the previous step to add additional servers. Click Save.

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12. Click the Applications tab. The Add Application page will appear (Figure 4). Some fields will be pre-populated based on input from previous tabs.

Note: The applications (displayed in orange boxes) created here are equivalent to applications created in the Skype for Business 2015 topology. Each trusted application pool is assigned a unique trusted application and trusted application endpoints.

Figure 4 Add Application page

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13. Click Add Endpoint to add an endpoint, if desired. Additional endpoints are only needed if routing multiple numbers to the portal. 14. Enter the Skype for Business 2015 trusted application endpoint SIP address, display name (this will be reflected in users’ Skype for Business 2015 contact lists), and line URI. 15. Click Add Endpoint again and repeat the previous step to add additional endpoints. Click Save. 16. Click the Settings tab. The Installer Parameters page will appear (Figure 5).

Note: Some fields may be pre-populated after the instance name and domain are entered.

Note: Hover the pointer over the Question icon to view information about the field. After an instance is finalized, fields display as locked. Click the Lock icon after an instance is finalized to unlock the field for editing.

Figure 5 Installer Parameters page

Note: Some settings will display an error message if that setting value already exists on a different instance configuration. The user will not be able to click Save if this is the case. Use a different value if this is the case. A spinner beneath the field indicates the setting is being validated.

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17. Populate the Service User field. This is the name of the domain service account used to run the application. An Internet Information Services (IIS) website, several Windows Services, and a console application run under this context. Database connections also use this identity. 18. Populate the SIP Domain field. This is the Session Initiation Protocol (SIP) domain used to auto-generate temporary SIP addresses in the Clarity Connect software. In most cases, this should be the primary SIP domain in your Skype for Business 2015 environment. Example: domain.com 19. The Portal WCF Port field is pre-populated with the default 57792. This can be altered, if desired. This is the port number for the web service that controls the Clarity Connect Portal Windows service. If installing multiple instances of Clarity Connect in an environment, choose a unique port for the portal’s Windows Communication Foundation (WCF) service. Otherwise, the default is acceptable. 20. Populate the Exchange UM SIP URI (Optional) field. This setting is used to identify SIP URIs that belong to Exchange UM voicemail to ensure automatic call distribution calls are not sent to an agent’s voicemail box. It is a pipe-delimited list of search strings. Any SIP URI that contains one of these strings will be treated as a voicemail box, and calls answered by this URI will be returned to queue. Example: exchange|exch-01|exch-02 (will match sip:corp-exch- [email protected], sip:[email protected], etc.) 21. The Agent Finder WCF Port field is pre-populated with the default 10369. This can be altered, if desired. This is the port number for the web service that controls the Clarity Connect Agent Finder Windows service. Each Clarity Connect instance requires a unique Agent Finder port. Otherwise, the default is acceptable. 22. Populate the Runtime Database Server field. This is the database server’s FQDN. Example: sql-server-01.domain.com\instance 23. Populate the Runtime Database Name field. This is the name of the database that holds Clarity Connect runtime data. Example: Cc_Main 24. Populate the Data Warehouse Database Server field. This is the name of the server where historical and reporting data is stored. This may be the same server as the runtime database server listed above. Example: Sql-server- 01.domain.com\instance 25. Populate the Data Warehouse Database Name field. This is the name of the database that holds the reporting and historical data. Example: Cc_Main_DW 26. Populate the URL to the SSRS Report Server field. This is the URl to the SQL Server Reporting Services (SSRS) report viewer (not management page), which hosts Clarity Connect reports. In some cases, this may be an IP address. Example: https://reports.domain.com//reportserver

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27. Select Enable SQL DNS Record, if desired. Use this to enable/disable SQL DNS record. See next step. 28. If Enable SQL DNS Record is selected, populate the SQL DNS Record field. For an easier failover path in a high availability (HA) deployment, administrators may create a dedicated DNS entry with a low time-to-live (TTL) value for the Clarity Connect database server. All Clarity Connect database references point to this DNS entry. Failover can be performed by switching the DNS A record to point to the new database server instead of manually changing each of the database references in Clarity Connect. 29. The Environment Unique GUID field is pre-populated with a globally unique identifier (GUID) for this instance. This can be altered, if desired. 30. The Environment Unique Name field is pre-populated with your instance name. This can be altered, if desired. 31. Click Save. 32. Click Message Router. The Message Router page will appear (Figure 6).

Figure 6 Message Router page

33. Select Enable Message Router, if desired.

Note: Enabling Message Router allows the user to establish rules for skills- based e-mail routing within Clarity Connect.

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34. Select Use Office 365 if the mailbox used with Message Router is hosted in Office 365. Do not select the box if using on premises Exchange. When Use Office 365 is selected, the Office 365 Service User field appears. Populate this field with a username for the Message Router. When Use Office 365 is not selected, the Exchange Server FQDN field appears instead. Populate this field with the fully qualified domain name of a server where Exchange is installed. 35. Populate the Exchange URL field. The Exchange Web Services (EWS) URL should be populated if the Message Router service is running from a location where auto-discovery does not work. Otherwise, this can be left blank. Example: https://exchange.domain.com/EWS/Exchange.asmx 36. Populate the Mailbox Login E-mail field. This is the e-mail account or User Principal Name (UPN) to be monitored and used by the Clarity Connect e-mail router. All mailboxes that are to be monitored should be entered here (separate each with a comma).

Note: The User Principal Name is the name of a system user in Windows Active Directory. The UPN is in the format of an e-mail address.

37. The Message Router WCF Port field is pre-populated with the default 57832. This can be altered, if desired. This port allows the Message Router Agent Finder callback WCF service to receive messages. It is not necessary to change the default unless port restrictions interfere with the current port or multiple message routers are hosted on the same server. 38. The Completed to Auto Close Hours field is pre-populated with the default 16. This can be altered, if desired. When a message is sent to an e-mail session indicating the interaction is complete, that session automatically closes after this number of business hours. 39. The Waiting to Auto Close Hours field is pre-populated with the default 40. This can be altered, if desired. When a message is sent to a session requesting additional information, that session automatically closes after this number of business hours. 40. The RONA Timeout Hours field is pre-populated with the default 8. This can be altered, if desired. This is the maximum number of hours an agent has available to respond to an offer to handle a customer e-mail before the offer is considered ignored and the session is offered to the next available agent. This can be a decimal number (e.g., 8.5). 41. The SLA Hours field is pre-populated with the default 24. This can be altered, if desired. This is the maximum number of hours an agent has to respond to a customer’s first e- mail session message in order to meet the defined service level agreement (SLA). This can be a decimal number (e.g., 8.5).

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42. Click Save. 43. Click Pre-Install. The Pre-Install page will appear (Figure 7).

Figure 7 Pre-Install page

44. Populate the Metrics Time Zone field. This time zone serves as the default reporting time zone for historical reporting. Midnight in the selected time zone serves as the rollover time for real-time metrics. Example: Central Standard Time 45. The SLA Seconds field is pre-populated with the default 20. This can be altered, if desired. This is the maximum number of seconds between when a session is queued and when it is answered by an agent in order for it to be considered within the SLA. 46. The Web Domain field is pre-populated with the default Connect[domain].com. This can be altered, if desired. This is the domain at which the administrative website is reachable. This should be a DNS name configured in the environment. It may be identical to the pool FQDN configured above. In the case of multiple application servers, it points to a load balancer.

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47. Populate the Domain Controller FQDN field. This is the FQDN for the domain controller that is to be used when creating DNS records. 48. Populate the Voice Prompts File Share field. This is the path to a network directory where voice prompts for interactive voice response (IVR) prompts and hold messages are stored. For single-server installations, this may be a local directory. If you are using a shared folder, ensure that folder is available on the network. If you specify a local folder that doesn’t yet exist, Clarity Connect will create that folder. This field must not contain any spaces and must end with a trailing \. Example: \\$Connect\VoicePrompts\ 49. Populate the Recordings File Share field. This is the path to a network directory where call recordings are stored. For single- server installations, this may be a local directory. If you are using a shared folder, ensure that folder is available on the network. If you specify a local folder that doesn’t yet exist, Clarity Connect will create that folder. This field must not contain any spaces and must end with a trailing \. Example: \\$Connect\recs\ 50. The Master Admin User field is pre-populated with the primary contact username. This can be altered, if desired. This is the name of a user account set up as an agent with administrator privileges in Clarity Connect, giving that user full access to the administrative website and its functions. This can be a Windows domain account if using Windows authentication or a generic logon name if using forms authorization. 51. Click Save. 52. Click Install. The Install page will appear (Figure 8).

Figure 8 Install page

53. Populate the Number of Days to Keep Recording Data field. The ETL service uses this value to determine how long (in days) call recordings should be saved. Any call recordings older than the specified number of days will be deleted when ETL is run. Example: 5 years (1826 days) 54. Populate the Number of Days to Keep Transcript Data field.

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The ETL service uses this value to determine number of days chat transcripts will be stored in the data warehouse database. Any transcript older than the specified number of days will be deleted when ETL is run. Example: 5 years (1826 days) 55. Click Save. 56. Click Logging. The Logging page will appear (Figure 9).

Figure 9 Logging page

57. Populate the Email Targets field. This is a comma-separated list of email addresses where system emails are sent. Example: [email protected], [email protected] 58. Populate the Email Threshold field. This is the minimum level of log in which an e-mail alert will be sent. Example: ERROR 59. Populate the Email SMTP Host field. This is the address of the internal SMTP server through which e-mail logs will be sent. Example: smtp.claritycon.com 60. Populate the Email SMTP Domain field. This is the domain e-mails will be sent from. Do not enter the “@” sign. Example: claritycon.com 61. Populate the Email Customer Prefix field. This is the subject name prefix sent with any message logs. Example: Clarity Connect System Alert

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62. Populate the Days to Keep Log Files field. This is the number of days to keep log files. Example: 14 63. Click Save. 64. Click Dashboard. The Dashboard page will appear (Figure 10).

Figure 10 Dashboard page

65. The Dashboard GUID field is pre-populated with a unique identifier for the Dashboard. This can be altered, if desired. 66. Populate the Port field. This is the port the web API uses for communication. Use the default value unless this port is already in use. Example: 61549 67. Click Save. 68. Click Misc. The Miscellaneous page will appear (Figure 11).

Figure 11 Miscellaneous page

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69. Populate the Instant Messaging SLA Seconds field. This is the service level agreement (in seconds) for instant messaging sessions. Example: 20 70. Populate the Fiscal Start Date (Optional) field. This is the start date of the fiscal year and is used in reporting. Example: July 1 71. Populate the Metrics Port field. This is the port used for the Metrics service WCF endpoint. Example: 10011 72. Click Save. 73. Click the Settings tab and then click Review to review the instance settings. Unchanged settings display in black. Altered settings display in green (Figure 12).

Important: Review all instance settings carefully. Some fields will be irreversible (indicated by the red Lock icon) after clicking Finalize.

Once the instance is finalized, the user has access to the Download Configuration and Download Installer options.

Figure 12 Review Settings page

74. Click Finalize to finalize the instance. When asked, “Are you sure you want to finalize this instance?” click Yes.

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4.0 DOWNLOAD INSTALLER

The installer package download contains information exclusive to the given instance. Ensure the download installer and instance you wish to install correlate.

1. Click the Overview tab and then click Download Installer. After ClarityConnectInstallationPackage.zip has downloaded, right-click the folder and select Properties. 2. Under the General tab, click Unblock and then click Apply (Figure 13). Click OK. This removes unnecessary security restrictions that may prevent the installer from running properly.

f Figure 13 Properties window

3. Right-click the .zip file and select Extract All > Extract. Copy the extracted files to the application server. 4. Right-click Clarity Installation Manager.exe and select Run as Administrator.

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5. When asked, “Do you want to allow the following program from an unknown publisher to make changes on this computer?” click Yes. The Installation Manager will appear (Figure 14).

Figure 14 Installation Manager

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5.0 RUN INSTALLATION MANAGER

5.1 RUN DOWNLOAD/IMPORT WORKSHEET

1. Under Download/Import Worksheet, click Run. 2. Follow the prompt and click either Import a File or Connect to the Customer Portal. Choose Connect to the Customer Portal to log on with your CMP credentials. Choose Import a File to import the downloaded configuration from CMP and paste it onto the server desktop. This option is best if running the Installation Manager without an Internet connection. 3. Select the company name (if displayed) and instance name from the drop-down menu. If only one instance is configured, a drop-down menu will not be visible. Click Next. 4. Select the preferred manner to handle individual installation tasks (Figure 15). In most circumstances, each task should be set to Automatic, allowing the Installation Manager to perform and verify the entire installation. If, based on previous experience, you are certain the Installation Manager has limitations within your environment and you are an advanced user, you may prefer to set certain tasks to Manual. Perform any Manual tasks prior to running the Installation Manager, as these tasks will be skipped during the process. Keep in mind Manual tasks will not be verified. Finally, select Verify if you would like the Installation Manager to validate whether or not the selected task has been completed.

Figure 15 Select tasks

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5. Enter the service account password and click Next. If a service account does not exist, enter a password twice; the account is created from these credentials.

Important: Do not use or impersonate the Clarity Connect service account

for installation.

Download/Import Worksheet is now complete (Figure 16).

Figure 16 Download/Import Worksheet complete

5.2 RUN DOMAIN ADMINISTRATION

Domain Administration creates the Clarity Connect service account and a Domain Name System (DNS) entry for the Clarity Connect administrative website. The DNS maps domain names to numerical IP addresses.

Note: Administrative privileges, WMI access, and permission to create new accounts in Active Directory on the domain controller server are required to complete this section.

1. Under Domain Administration, click Run. A progress bar will display. 2. Click Finish. Domain Administration is now complete.

5.3 RUN APPLICATION SERVER ADMINISTRATION

Application Server Administration installs Windows roles and features, Skype for Business 2015 core components, Unified Communications Managed API (UCMA), and prompt and recording directories.

Note: Local administrator privileges and permission to add users to the RTC Server Component Group and RTC Server Local Group inside Active Directory on the application server are required to complete this section.

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Before beginning this section, download the UCMA 5.0 SDK software from the Microsoft Download Center at http://www.microsoft.com/en-us/download/details.aspx?id=47344. After the download is complete, copy it onto the server.

1. Under Application Server Administration, click Run. A window will appear prompting for the Skype for Business 2015 and UCMA install paths (Figure 17). For the Skype for Business 2015 install path, click Browse and navigate to Setup > amd64 > setup.exe on the Skype for Business 2015 install media. For the UCMA install path, click Browse and navigate to UcmaRuntimeSetup.exe (UCMA 5.0 SDK).

Figure 17 Skype for Business 2015 and UCMA install path

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2. Click Next. A progress bar will appear. This step takes approximately 30 minutes. After the roles and features required for Clarity Connect to run are installed, a pop-up window will appear requesting a system restart (Figure 18). Click OK and restart the system. Wait until the server reappears before continuing to the next step.

Figure 18 System restart pop-up

3. Double-click the ClarityConnectInstallationPackage folder. 4. Right-click Clarity Installation Manager.exe and select Run as Administrator. 5. When asked, “Do you want to allow the following program from an unknown publisher to make changes on this computer?” click Yes. The Pre-Install Wizard will appear. 6. When asked, “Would you like to continue the existing configuration?” click Yes (Figure 19).

Figure 19 Continue existing configuration pop-up

7. If prompted, enter the service account username and password and click Next. 8. Under Application Server Administration, click Run. A progress bar will appear. After Skype for Business 2015 core components are installed, a pop-up window will appear requesting a system restart. Click OK and restart the system. Wait until the server reappears before continuing.

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9. Repeat Steps 3 through 8 of this section. The Skype for Business Server 2015 Deployment Wizard will appear when the progress bar completes (Figure 20).

Figure 20 Skype for Business Server 2015 Deployment Wizard

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5.3.1 CREATE TRUSTED APPLICATION POOL

An administrator must create a trusted application pool on the Skype for Business Front End server prior to deploying Clarity Connect.

1. Click Start > All Programs > Microsoft Skype for Business Server 2015, and then click Skype for Business Server Topology Builder. 2. Select Download topology from existing deployment. Click OK to download the current topology (Figure 21). 3. Expand the site and, if necessary, the Skype for Business Server 2015 node. 4. Right-click Trusted Application Servers and select New Trusted Application Pool.

Figure 21 Skype for Business Server Topology Builder

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5. Select Multiple Computer Pool (Figure 22).

Figure 22 Define New Trusted Application Pool

6. Enter the pool name or the computer name if using a single-computer pool. Click Next. If creating a multiple computer pool, enter the name of each individual server in the pool and click Next. 7. Select Associate next hop pool and select the pool of Front End servers that should be used as the next hop for this application pool.

Important: The Front End servers must be geographically close to the application servers.

8. Click Finish. If necessary, create additional trusted application pools. Otherwise, click the Action menu and select Topology > Publish. Follow the prompts to publish the modified Skype for Business topology.

Important: Publishing the topology will cause any additional changes administrators have made to the topology to take effect. Verify any other pending topology changes before publishing.

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5.3.2 ESTABLISH SKYPE FOR BUSINESS CERTIFICATE

Each application server requires a Skype for Business 2015 certificate. The Skype for Business Deployment 2015 Wizard allows the user to either automatically request a certificate or import a manually-created certificate. If manually creating a certificate, do so prior to running the Skype for Business 2015 Deployment Wizard so it can be uploaded at that time.

Reference the following knowledge base article if manually creating a certificate: https://connectsupport.claritycon.com/solution/categories/1000112975/folders/1000204073/a rticles/1000161579

If requesting a certificate via the wizard, it is recommended to change the default settings to the following:  Subject Name: [trusted application pool FQDN]  Subject Alternative Names: [trusted application pool FQDN], [Connect app server 1 FQDN], [Connect app server 2 FQDN], etc.  Certificate Purposes: server authentication, client authentication  Must be issued by a certificate authority trusted by the Skype for Business 2015 server  Must have a private key

Important: Certificates must be updated before they expire or the Clarity Connect application will not function correctly. It is recommended to set up a calendar reminder to keep track of expiring certificates.

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5.3.3 RUN SKYPE FOR BUSINESS DEPLOYMENT WIZARD

The Skype for Business 2015 Deployment Wizard deploys the Skype for Business 2015 software.

Note: This following steps detail a possible workflow. Actual selections may differ depending on the desired topology. Follow the instructions on the Skype for Business Deployment Wizard to choose the desired settings.

1. On the Skype for Business 2015 Deployment Wizard, click Install or Update Skype for Business Server System (Figure 23).

Figure 23 Skype for Business 2015 Deployment Wizard

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2. Under Step 1: Install Local Configuration Store, click Run (Figure 24). The Install Local Configuration Store window will appear.

Figure 24 Install Local Configuration Store

3. Select Retrieve directly from the Central Management store (Figure 25). Click Next and then click Finish.

Figure 25 Install Local Configuration Store window

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4. Under Step 2: Setup or Remove Skype for Business Server Components, click Run. The Set Up Skype for Business Server Components window will appear. Click Next and then click Finish. 5. Under Step 3: Request, Install, or Assign Certificates, click Run (Figure 26). The Certificate Wizard will appear (Figure 27).

Figure 26 Request, Install, or Assign Certificates

6. If requesting the certificate manually created in 5.3.2 Establish Skype for Business Certificate, click Import Certificate and then browse for the certificate. Click Next > Finish. Skip to Step 14 of this section. If automatically requesting a certificate through the wizard, click Request and then click Next.

Note: If automatically requesting a certificate through the wizard, prior to doing so, enable the Web Server Template in the Certification Authority snap-in. Ensure the installer is added to the security group.

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Figure 27 Certificate Wizard

7. Select Send the request immediately to an online certification authority and then click Next (Figure 28).

Figure 28 Delayed or Immediate Requests

8. Select Select a CA from the list detected in your environment and then click Next. 9. If desired, select Specify alternate credentials for the certification authority and enter the service account username and password. Click Next twice.

Note: Depending upon the environment, it may be necessary to install a Skype for Business 2015 certificate using an alternate method.

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10. Enter the certificate’s friendly name and click Next. 11. Enter organization and organizational unit. Click Next. 12. Select Country/Region from the drop-down menu. Enter state/province and city/locality. Click Next twice. 13. If desired, specify any additional subject alternative names to be added to the existing list of subject alternative names if there are multiple servers in the pool. Click Next twice and then click Finish. The Certificate Assignment window will appear (Figure 29). Click Next twice and then click Finish. Click Close.

Figure 29 Certificate Assignment window

14. Under Step 4: Start Services, click Run. Click Next and then click Finish. 15. Click Exit. A progress bar will display. The Microsoft UCMA Runtime Setup window will appear after several minutes. Click Next. 16. If in agreement with the license terms, select I have read and accept the license terms and then click Install. Click Finish. A progress bar will display. 17. Click Finish.

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5.4 RUN SKYPE FOR BUSINESS ADMINISTRATION

Skype for Business Administration creates the Clarity Connect trusted application pool, trusted applications, and trusted application endpoints.

Note: Local administrator privileges are required to complete this section.

1. Under Skype for Business Administration, click Run. A progress bar will display. 2. Click Finish. Skype for Business Administration is now complete.

5.5 RUN RUNTIME DATABASE ADMINISTRATION

Runtime Database Administration creates the runtime database for Clarity Connect, grants the service account access to the runtime database, and creates a DNS entry for the SQL server FQDN (if chosen in CMP).

Note: If upgrading an existing Clarity Connect 3.2 instance to Clarity Connect 4.0, see 8.0 Appendix A: Upgrade Existing Instance.

Note: The following permissions are required to complete this section:

 Permission and an associated SQL server login to connect to the SQL server using Windows Authentication  Permissions to create additional SQL server logins, create new users on the Connect runtime database, and to alter ownership of Connect runtime database schema  Permissions to create and modify objects on the runtime database  Permissions to connect to Report Server Services  Permissions to add new users, set system policies, and create new folders on the report server

1. Under Runtime Database Administration, click Run. A progress bar will display. 2. Click Finish. Database Administration is now complete.

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5.6 RUN CONNECT INSTALLER

The Connect Installer deploys the Clarity Connect software.

Note: Local administrator privileges are required to complete this section.

Note: If the Always On feature on the SQL server is enabled, disable it prior to running the Clarity Connect Installer.

1. Under Connect Installer, click Run. A progress bar will display. The Clarity Connect Setup Wizard will appear (Figure 30). Click Next.

Figure 30 Clarity Connect Setup Wizard

2. Click Browse to select the file location and then click Next.

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3. Select the Clarity Connect components to install (Figure 31). In most situations, all components should be installed on each server. If unsure, install all components (possibly excluding Message Router).  Portal serves as a bridge between the agent and Skype for Business 2015. It performs all call control actions. This service should always be installed.  Web encompasses all web components, including the administrative website, the dashboard, and the Agent Console.  Metrics performs all calculations and is necessary to run the Dashboard. If installing this component, ensure it is geographically close to the Web component and database.  ETL governs the frequency in which data is extracted from data sources, transformed into a storable format for querying purposes, and stored in the data warehouse, which is then used for Clarity Connect reporting and data analysis. If installing this component, ensure it is geographically close to the database.  AgentFinder keeps track of agent presence and availability.  MessageRouter allows the user to set up rules for skills-based e-mail routing. Only select this option if Message Router is set up in CMP.

Figure 31 Select Components window

4. Click Install. A progress bar will display. 5. Click Close and then enter your CMP username and password at the Installation Manager sign-in prompt. Click Finish. Connect Installer is now complete.

Note: If you disabled the Always On feature on the SQL server prior to running the Clarity Connect Installer, it may now be enabled again.

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5.7 RUN DATA WAREHOUSE DATABASE ADMINISTRATION

Data Warehouse Database Administration creates the required data warehouse database for Clarity Connect, grants the service account access to the data warehouse database, and installs the data warehouse database and populates its tables.

Note: If upgrading an existing Clarity Connect 3.2 instance to Clarity Connect 4.0, see 8.0 Appendix A: Upgrade Existing Instance.

Note: The following permissions are required to complete this section:

 Permission and an associated SQL server login to connect to the SQL server using Windows Authentication  Permissions to create additional SQL server logins, create new users on the Connect data warehouse database, and to alter ownership of Connect data warehouse database schema  Permissions to create and modify objects on the data warehouse database

1. Under Data Warehouse Database Administration, click Run. A progress bar will display. 2. Click Finish. Data Warehouse Database Administration is now complete.

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5.8 INSTALL REPORT SERVER ADMINISTRATION

Report Server Administration is not automated by the Installation Manager and must be completed by the user in order to establish Clarity Connect reporting services. Administrator rights are required.

1. Log on as an administrator to SQL Server Reporting Services (SSRS). 2. In the Report Manager web interface, click the folder named after your instance and then click Upload File (Figure 32 and Figure 33).

Figure 32 SQL Server Reporting Services

Figure 33 Click Upload File

3. Navigate to the .rdl files at: C:\Program Files (x86)\Clarity Consulting\Clarity Connect Database\Reports 4. Select the file .rdl file and then select Override item if exists. 5. Click OK. Repeat this section for all .rdl files. 6. Click New Data Source.

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7. Enter DatawareHouse in the Name field (Figure 34). 8. Select Enable this data source. 9. Select Microsoft SQL Server from the Data source type drop-down menu. 10. Enter the following in the Connection String field where [SQL FQDN] is the SQL server’s FQDN and the [Data Warehouse Database] is the name of the data warehouse database. Data Source=[SQL FQDN];Initial Catalog=[Data Warehouse Database]; Integrated Security=True

Figure 34 New Data Source

11. Select Windows integrated security. 12. Click Test Connection. A message stating the connection was created successfully should appear. If it does not, contact Clarity Connect support via e-mail at [email protected]. 13. Click Apply. Report server administration is now complete.

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5.9 INSTALL CUMULATIVE UPDATES

To ensure all updates and fixes are available, it is necessary to install cumulative updates after completing the installation process.

Important: Cumulative updates require a planned outage window of several hours.

1. Log on the to the application server as a user with the following privileges:  Local administrator rights  Read rights for the runtime and data warehouse databases  Query rights on the runtime and data warehouse databases  Create/alter table rights on the runtime and data warehouse databases

2. To apply cumulative updates, download the Clarity Connect Patch Installer from the Customer Download site at http://connect.claritycon.com/downloads

Note: If you do not know your credentials for the Customer Download site, contact Clarity Connect support via e-mail at [email protected]. For immediate assistance, call 1.855.983.6368 or 1.312.863.3103.

3. After the download completes, right-click the .zip folder and select Extract All > Extract. Repeat this to unzip the latest cumulative update folder. 4. After extracting the files, double-click the latest cumulative update folder and then double-click PatchInstaller. The Clarity Connect Patch Installer will appear (Figure 35). The Patch Installer automatically creates a backup of the Clarity Connect directory and restores it should any issues arise. It also tests the database connections and notifies the user of any problems before beginning the installation.

Note: Upon initiation, the Patch Installer stops any currently running services. These services will start again when the installation completes.

If services are manually stopped prior to running the Patch Installer, they must be manually restarted when the installation completes.

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Figure 35 Clarity Connect Patch Wizard

5. Click Next. 6. Select the Clarity Connect instance you wish to apply the cumulative update to from the drop-down menu (Figure 36).

Figure 36 Select instance name

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7. The server and database names populate based on the instance entered in the previous step. Verify these names are correct and click Next (Figure 37). When database validation completes and is in a Ready state, click Next. If a database connection fails, the user will be notified for further troubleshooting.

Figure 37 Enter server and database names

8. The Clarity Connect installation directory path populates based on the instance selected. Verify the directory path is correct and click Next (Figure 38). A summary of the cumulative updates will appear (Figure 39). Click Next.

Figure 38 Enter the Connect directory

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Figure 39 Cumulative updates summary

9. Click Next twice. Wait until all services display a Stopped status and then click Next. A progress bar will display. Click Next when it completes. 10. A progress bar will display while the SQL indexes are updating. This may take several hours to complete. Click Next when it completes. 11. Wait until all services display a Running status and then click Next (Figure 40).

Figure 40 Services status

12. Cumulative updates have been successfully applied. Click Exit.

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6.0 INSTALL AGENT CALL REROUTER

Agent Call Rerouter allows direct inbound and outbound calls to agents to be proxied through Clarity Connect so metadata can be collected for reporting and tracking purposes. It is installed on the Skype for Business 2015 Front End and survivable branch appliances (SBAs) in the Skype for Business 2015 infrastructure and it runs as a Windows service.

Note: Agent Call Rerouter is optional. Skip to 7.0 Start Services if you do not wish to install this service.

Note: Skype for Business 2015 administrator rights are required to perform this section. The user must be logged on as a member of the domain groups RTCUniversalServerAdmins and RTCComponentUniversalServices, in addition to the local group RTCServerApplications. The user must also be logged on as a local administrator.

1. Launch the Clarity Connect Agent Rerouter Setup Wizard. 2. Click Next (Figure 41).

Figure 41 Clarity Connect Agent Rerouter Setup Wizard

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3. Browse to the Clarity Connect Installation directory path where the instance is located and click Next (Figure 42).

Figure 42 Choose a file location

4. Enter the username and password for the service account (Figure 43). Click Next.

Figure 43 Service Account

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5. Enter the database string for each Clarity Connect runtime database that will use the Agent Rerouter (Figure 44). Click Next.

Important: The database string must be in the following pipe-delimited format:

Data Source=;Initial Catalogue=;Integrated Security=True|DataSource=;Initial Catalogue=;Integrated Security=True Replace the bolded values and add connection strings to match your database information as needed.

Figure 44 Database String

6. Enter the Skype for Business 2015 Front End registrar’s FQDN (Figure 45). Click Next.

Note: To find this value, open Skype for Business Server Management Shell and type the following command: Get-CsPool | Where-Object {$_.Services – match “Registrar:”} | Select- Object Fqdn

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Figure 45 Skype for Business 2015 Registrar Selection

7. Click Install (Figure 46).

Figure 46 Begin Installation

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8. Once the Agent Call Rerouter is installed, log on to the Clarity Connect administrative website and click Maintenance > System Configuration. Locate MSPL Whitelist under Portal Settings (Figure 47).

Note: The MSPL Whitelist is a pipe-delimited list stored in the Config table of the database. It contains a list of URIs that should not be proxied, even if they are to or from a proxied agent. Entries in the list only need to be contained in the excluded URIs—they do not need to be a full match.

Enter any URIs that should not be proxied, including dial-in conferencing numbers, Clarity Connect application server and pool FQDNs, Connect attendant numbers and SIP URIs, etc. Ensure each entry is separated by a pipe.

Important: Emergency numbers, including 911, must be included in the MSPL Whitelist.

Figure 47 MSPL Whitelist

9. Initialize the Agent Call Rerouter service on the Skype for Business 2015 Front End by following the steps in the next section, 7.0 Start Services.

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7.0 START SERVICES

Clarity Connect services are now ready to be initialized.

1. Open the Windows Start menu and search for Services. Click View Local Services and locate the services beginning with Connect (Figure 48).

Note: The number of Connect services listed will vary depending on the components selected in 5.6 Run Connect Installer.

Figure 48 Connect services in the Windows services console

2. Right-click the first service and select Start. Repeat this for each service. 3. Navigate to the log files and verify there are no issues with the installation. Clarity Connect software deployment is now complete.

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8.0 APPENDIX A: UPGRADE EXISTING INSTANCE

This appendix describes how to upgrade an existing Clarity Connect 3.2 instance to Clarity Connect 4.0 using the Cloud Management Portal (CMP).

8.1 PREREQUISITES

The following are prerequisites for upgrading an existing 3.2 instance to Clarity Connect 4.0:  Existing Clarity Connect 3.2 instance installed (this instance may have been deployed prior to CMP or deployed using CMP)  Scheduled outage period to perform upgrade  SQL Server Integration Services (SSIS) installed on the SQL server  Lync 2013 topology upgraded to Skype for Business 2015  Trusted application pool created under Skype for Business 2015 with fresh application server  A fresh application server (without any Lync 2013 components)

Note: Do not reuse an application server from an existing Clarity Connect 3.2 instance. A new application server for the 4.0 instance must be created. This new application server should match the Clarity Connect system requirements.

8.2 CREATE 3.2 INSTANCE IN CMP

Important: If your 3.2 instance was originally created prior to CMP, follow the instructions in this section to locate settings in your current environment and then log them in CMP. If your 3.2 instance was originally created in CMP, skip to 8.3 Upgrade CMP Instance to upgrade the instance to Clarity Connect 4.0.

1. Click the Cloud Management Portal (CMP) website link included in the Clarity Connect CMP welcome e-mail, and log on using the username and temporary password included in the e-mail. Upon initial logon, you will be prompted to change your password. 2. The Configurations home page will appear with a preset customer company name. Click Add Instance. The Add Instance page will appear (Figure 49).

Note: An instance is an independent environment that contains all of the necessary settings and functionality required to run. Multiple instances may be installed on the same server.

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Figure 49 Add Instance page

3. Select Clarity Connect 3.2 from the drop-down menu and enter the name of your instance. To locate your instance name, open the Windows Start menu and search for Services. Click View Local Services and locate the services beginning with Connect. The name of your instance will appear in parenthesis after Connect. Click Save. The Edit Instance page will appear.

Note: In the case of multiple instances, choose a name that distinguishes one’s configuration settings from the next. The instance name is for internal use only. 4. Click the Application Pools tab. The Add Trusted Application Pool page will appear (Figure 50).

Note: The trusted application pool created here is equivalent to the trusted application pool in the Lync 2013 topology.

Figure 50 Add Trusted Application Pool page

5. Enter the trusted application pool’s name, domain, and fully qualified domain name (FQDN). Click Save.

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6. Click the Servers tab and then click Add Server. The Add Server page will appear (Figure 51).

Figure 51 Add Server page

7. Enter the application server’s name and IP address. 8. Associate each server with a trusted application pool FQDN created on the Trusted Application Pool page using the drop-down menu. A Publicly Available checkbox will display for Clarity Connect partners only. Select this box to list the server in the Server Name drop-down menu for your customers and make it available to them for their Clarity Connect installations.

9. Click Add Server again and repeat the previous step to add additional servers. Click Save. 10. Click the Applications tab. The Add Application page will appear (Figure 52). Fields will be pre-populated based on input from previous tabs.

Note: The applications (displayed in orange boxes) created here are equivalent to applications created in the Lync 2013 topology. Each trusted application pool is assigned a unique trusted application and trusted application endpoints.

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Figure 52 Add Application page

11. If your 3.2 instance had additional endpoints beyond the three endpoints required for Connect to function, click Add Endpoint and enter them here with the Lync 2013 trusted application endpoint SIP address, display name (this will be reflected in users’ Lync 2013 contact lists), and line URI.

Note: Each endpoint provides an entry point to this Clarity Connect instance. By default, three endpoints are required for Connect to function; these are included in the predetermined settings. Enter any additional endpoints here.

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12. Click Add Endpoint again and repeat the previous step to add additional endpoints. Click Save. 13. Click the Settings tab. The Installation Parameters page will appear (Figure 53).

Note: Some fields may be pre-populated after the instance name and domain are entered.

Note: Hover the pointer over the Question icon to view information on the selected field. After an instance is finalized, fields display as locked. Click the Lock icon after an instance is finalized to unlock the field for editing.

Figure 53 Installation Parameters page

14. Populate the Service User field. To locate this value, open the Windows Start menu and search for Services. Click View Local Services and locate the services beginning with Connect. The service user will appear under the Log On As column. 15. Populate the SIP Domain field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the ImpersonatedContactDomain value.

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16. The Portal WCF Port field is pre-populated with the default 57792. This can be altered, if desired. This is the port number for the web service that controls the Clarity Connect Portal Windows service. If installing multiple instances of Clarity Connect in an environment, choose a unique port for the portal’s Windows Communication Foundation (WCF) service. Otherwise, the default is acceptable. 17. Populate the Exchange UM SIP URI (Optional) field. This setting is used to identify SIP URIs that belong to Exchange UM voicemail to ensure automatic call distribution calls are not sent to an agent’s voicemail box. It is a pipe-delimited list of search strings. Any SIP URI that contains one of these strings will be treated as a voicemail box, and calls answered by this URI will be returned to queue. Example: exchange|exch-01|exch-02 (will match sip:corp-exch- [email protected], sip:[email protected], etc.) 18. The Agent Finder WCF Port field is pre-populated with the default 10369. This can be altered, if desired. This is the port number for the web service that controls the Clarity Connect Agent Finder Windows service. Each Clarity Connect instance requires a unique Agent Finder port. Otherwise, the default is acceptable. 19. Populate the Runtime Database Server field with the existing 3.2 instance runtime database server. 20. Populate the Runtime Database Name field with the existing 3.2 instance runtime database name. 21. Populate the Data Warehouse Database Server field with the existing 3.2 instance data warehouse database server. 22. Populate the Data Warehouse Database Name field with the existing 3.2 instance data warehouse database name. 23. Populate the URL to the SSRS Report Server field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the WS_ReportServerUrl value. 24. Select Enable SQL DNS Record, if desired. Use this to enable/disable SQL DNS record. See next step. 25. If Enable SQL DNS Record is selected, populate the SQL DNS Record field. For an easier failover path in a high availability (HA) deployment, administrators may create a dedicated DNS entry with a low time-to-live (TTL) value for the Clarity Connect database server. All Clarity Connect database references point to this DNS entry. Failover can be performed by switching the DNS A record to point to the new database server instead of manually changing each of the database references in Clarity Connect. 26. Populate the Environment Unique GUID field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the ContextualDashboardApplicationID value. 27. The Environment Unique Name field is pre-populated with your instance name. This can be altered, if desired. 28. Click Save.

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29. Click Message Router. The Message Router page will appear (Figure 54).

Figure 54 Message Router page

30. Select Enable Message Router, if desired.

Note: Enabling Message Router allows the user to establish rules for skills- based e-mail routing within Clarity Connect.

31. Select Use Office 365 if the mailbox that will be used with Message Router is hosted in Office 365. Do not select the box if using on premises Exchange. When Use Office 365 is selected, the Office 365 Service User field appears. Populate this field with a username for the Message Router. When Use Office 365 is not selected, the Exchange Server FQDN field appears instead. Populate this field with the fully qualified domain name of a server where Exchange is installed. 32. Populate the Exchange URL field. The Exchange Web Services (EWS) URL should be populated if the Message Router service is running from a location where auto-discovery will not work. Otherwise, this can be left blank. Example: https://exchange.domain.com/EWS/Exchange.asmx

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33. Populate the Mailbox Logon E-mail field. This is the e-mail account or User Principal Name (UPN) to be monitored and used by the Clarity Connect e-mail router. All mailboxes that are to be monitored should be entered here (separate each with a comma).

Note: The User Principal Name is the name of a system user in Windows Active Directory. The UPN is in the format of an e-mail address.

34. The Message Router WCF Port field is pre-populated with the default 57832. This can be altered, if desired. This port allows the Message Router Agent Finder callback WCF service to receive messages. It is not necessary to change the default unless port restrictions interfere with the current port or multiple message routers are hosted on the same server. 35. The Completed to Auto Close Hours field is pre-populated with the default 16. This can be altered, if desired. When a message is sent to an e-mail session indicating the interaction is complete, that session automatically closes after this number of business hours. 36. The Waiting to Auto Close Hours field is pre-populated with the default 40. This can be altered, if desired. When a message is sent to a session requesting additional information, that session automatically closes after this number of business hours. 37. The RONA Timeout Hours field is pre-populated with the default 8. This can be altered, if desired. This is the maximum number of hours an agent has available to respond to an offer to handle a customer e-mail before the offer is considered ignored and the session is offered to the next available agent. This can be a decimal number (e.g., 8.5). 38. The SLA Hours field is pre-populated with the default 24. This can be altered, if desired. This is the maximum number of hours an agent has to respond to a customer’s first e- mail session message in order to meet the defined service level agreement (SLA). This can be a decimal number (e.g., 8.5). 39. Click Save. Click Pre-Install. The Pre-Install page will appear (Figure 55).

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Figure 55 Pre-Install page

40. Populate the Metrics Time Zone field. This time zone serves as the default reporting time zone for historical reporting. Midnight in the selected time zone serves as the rollover time for real-time metrics. Example: Central Standard Time 41. Populate the SLA Seconds field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the SLASeconds value. 42. Populate the Web Domain field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the I_WebsiteDomain value. 43. Populate the Domain Controller FQDN field. This is the FQDN for the domain controller that should be used when creating DNS records. 44. Populate the Voice Prompts File Share field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the VoicePromptShare value. 45. Populate the Recordings File Share field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the RecordingBasePath value.

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46. Populate the Master Admin User field with the primary contact username. This can be altered, if desired. To locate this value, navigate to Agent Management > Agent Profiles on the administrative website and enter the Login ID of the agent with administrator privileges for Clarity Connect. 47. Populate the SMTP Server field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the M_smtpserver value. 48. Populate the Email Domain field. This is the text that follows the “@” sign in the sender address for e-mail alerts. Example: domain.com 49. The Alert Email Targets field is pre-populated with the primary contact e-mail. This can be altered, if desired. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the I_ErrorEmailTargets value. 50. Click Save.

Note: Continue with 8.3 Upgrade CMP Instance.

8.3 UPGRADE CMP INSTANCE

If your 3.2 instance was originally created in CMP, or if you are upgrading the 3.2 instance you created in the previous section, follow the instructions in this section to upgrade the instance to Clarity Connect 4.0.

1. Navigate to the Configurations page and click Upgrade next to the 3.2 instance you wish to upgrade to 4.0. 2. Ensure Clarity Connect 4.0 is selected from the Upgrade To drop-down menu and then click Next. 3. When asked, “It will not be possible to revert changes. Proceed?” click Yes (Figure 56).

Figure 56 Upgrade instance

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Note: When upgrading an instance from 3.2 to 4.0, additional tabs and settings will appear in CMP. Some pre-existing fields will also display as blank to prevent the same setting from being used again. Populate these fields following the instructions below.

4. Click the Application Pools tab. The Add Trusted Application Pool page will appear (Figure 57).

Note: The trusted application pool created here is equivalent to the trusted application pool in the Skype for Business 2015 topology.

Figure 57 Add Trusted Application Pool page

5. Enter the trusted application pool’s name, domain, and fully qualified domain name (FQDN). Click Save.

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6. Click the Servers tab and then click Add Server. The Add Server page will appear (Figure 58).

Figure 58 Add Server page

7. Enter the new application server’s name and IP address. 8. Associate each server with a trusted application pool FQDN created on the Trusted Application Pool page using the drop-down menu. 9. Enter the application server’s a. A Publicly Available checkbox will display for Clarity Connect partners only. Select this box to list the server in the Server Name drop-down menu for your customers and make it available to them for their Clarity Connect installations.

10. Click Add Server again and repeat the previous step to add additional servers. Click Save. 11. Click the Applications tab. The Add Application page will appear (Figure 59). Fields will be pre-populated based on input from previous tabs.

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Figure 59 Add Application page

12. If your 3.2 instance had additional endpoints beyond the three endpoints required for Connect to function, click Add Endpoint and enter them here with the Skype for Business 2015 trusted application endpoint SIP address, display name (this will be reflected in users’ Skype for Business 2015 contact lists), and line URI.

13. Click Add Endpoint again and repeat the previous step to add additional endpoints. Click Save. 14. Click Install. The Install page will appear (Figure 60).

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Figure 60 Install page

15. Populate the Number of Days to Keep Recording Data field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the Etl_DaysToKeepRecordingData value. 16. Populate the Number of Days to Keep Transcript Data field. The ETL service uses this value to determine number of days chat transcripts will be stored in the data warehouse database. Any transcript older than the specified number of days will be deleted when ETL is run. Example: 5 years (1826 days) 17. Click Save. 18. Click Logging. The Logging page will appear (Figure 61).

Figure 61 Logging page

19. Populate the Email Targets field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the I_ErrorEmailTargets value. 20. Populate the Email Threshold field. This is the minimum level of log in which an e-mail alert will be sent. Example: ERROR

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21. Populate the Email SMTP Host field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the M_SmtpServer value. 22. Populate the Email SMTP Domain field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the e-mail domain listed as the M_EmailFromAddress value in the format @domain.com. 23. Populate the Email Customer Prefix field. This is the subject name prefix sent with any message logs. Example: Clarity Connect System Alert 24. Populate the Days to Keep Log Files field. This is the number of days to keep log files. Example: 14 25. Click Save. 26. Click Dashboard. The Dashboard page will appear (Figure 62).

Figure 62 Dashboard page

27. The Dashboard GUID field is pre-populated with a unique identifier for the Dashboard. This can be altered, if desired. 28. Populate the Port field. This is the port the web API uses for communication. Use the default value unless this port is already in use. Example: 61549 29. Click Save.

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30. Click Misc. The Miscellaneous page will appear (Figure 63).

Figure 63 Miscellaneous page

31. Populate the Instant Messaging SLA Seconds field. To locate this value, navigate to the Advanced Settings page on the administrative website and enter the SLASeconds value. 32. Populate the Fiscal Start Date (Optional) field. This is the start date of the fiscal year and is used in reporting. Example: July 1 33. Populate the Metrics Port field. This is the port used for the Metrics service WCF endpoint. Example: 10011 34. Click Save. 35. Click the Settings tab and then click Review to review the instance settings. The Installer Parameters page will appear. Unchanged settings display in black. Altered settings display in green.

Important: Review all instance settings carefully. Some fields will be irreversible (indicated by the red Lock icon) after clicking Finalize.

Once the instance is finalized, the user has access to the Download Configuration and Download Installer options.

36. Click Finalize to finalize the instance. When asked, “Are you sure you want to finalize this instance?” click Yes.

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8.4 DOWNLOAD INSTALLER

The installer package download contains information exclusive to the given instance. Ensure the download installer and instance you wish to install correlate.

1. Click the Overview tab and then click Download Installer. After ClarityConnectInstallationPackage.zip has downloaded, right-click the folder and select Properties. 2. Under the General tab, click Unblock and then click Apply (Figure 64). Click OK. This removes unnecessary security restrictions that may prevent the installer from running properly.

f Figure 64 Properties window

3. Right-click the .zip file and select Extract All > Extract. Copy the extracted files to the new 4.0 application server. 4. Right-click Clarity Installation Manager.exe and select Run as Administrator. 5. When asked, “Do you want to allow the following program from an unknown publisher to make changes on this computer?” click Yes. The Pre-Install Wizard will appear (Figure 65).

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Figure 65 Pre-Install Wizard

8.5 PERFORM BACKUP & OUTAGE

A database backup and outage must be performed prior to running the Pre-Install Wizard.

1. Backup the Clarity Connect 3.2 runtime database and data warehouse database.

Note: If you require assistance with backing up the databases, contact the Clarity Connect Professional Services team.

2. Take the existing 3.2 application server(s) offline. 3. Initiate your scheduled outage and reroute Clarity Connect traffic as desired. 4. Proceed with 5.0 Run Installation Manager.

8.6 RESTORE DATABASES

In the event of a failure during the upgrade, you may perform a rollback to restore the 3.2 runtime database and data warehouse database.

1. Shut down the Clarity Connect 4.0 server(s). 2. Restore the runtime database and data warehouse database to their original location. 3. Initiate the Clarity Connect 3.2 services.

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9.0 APPENDIX B: SILENT INSTALLER

Silent Installer silently invokes and completes the installation via a Command Prompt window.

Silent Installer may be used if you have a scripted environment. In this case, someone must be available to click through certain GUI components.

Note: If using Silent Installer with a second application server, ensure the necessary files are prepared on this second server before initiating Silent Installer.

Note: When using Silent Installer, GUI components for Skype for Business installation, UCMA installation, and web certificates will appear if these steps have not already been completed. Advanced Installer will appear in all instances.

1. Open the Installation Manager folder and launch a Command Prompt window. 2. If running Silent Installer for a new installation, enter the following command where C:\somefolder…\ is the location of the Installation Manager folder, C:\JustOrdinaryInstanceInstanceConfigurations.json is the location of your instance, and pass@word1 is your service user password: C:\somefolder...\"Clarity Installation Manager" -silent -ImportConfigurationFile - ConfigurationFilePath C:\JustOrdinaryInstanceInstanceConfigurations.json - ServiceUserPassword pass@word1 Press Enter.

To display usage information (optional) on the previous command, enter the following command where C:\somefolder…\ is the location of the Installation Manager folder: C:\somefolder...\"Clarity Installation Manager" -silent -? Press Enter.

To continue a previously initiated installation, enter the following command where C:\somefolder…\ is the location of the Installation Manager folder: C:\somefolder...\"Clarity Installation Manager" -silent -ContinuePrevious Press Enter.

Note: When continuing a previously initiated installation, you must specify the service password again as passwords are not remembered between installations. Additionally, all username and password combinations must be specified if the installer will impersonate the user during a step.

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10.0 REVISION HISTORY

REV DATE COMMENTS

A 9/15/15 Initial release.

B 10/2/15 Moved Create Trusted Application Pool section, added note to Connect Installer section, corrected KPI port, portal application name, and portal attendant SIP URI field defaults.

C 10/23/15 Updates for 1.1, split Database Administration into two steps to reflect changes in Installation Manager, add section on cumulative updates, removed steps to configure firewall.

D 11/23/15 Added steps to upgrade from 3.2 to 4.0 and captured changes to the user interface.

E 1/4/16 Added section to create trusted application pool.

F 2/3/16 Support for multiple trusted application pools, added permissions information, general updates.

G 2/12/16 Added steps to create new data source for SSRS.

H 3/8/16 Added section on Silent Installer.

I 3/23/16 Updates to CU section, added Specific Server FQDN field on Servers tab, updated screenshots.

J 6/27/16 Added more granular headings to TOC, added notes referencing upgrade appendix to Database Administration sections, included link to KB article referencing certificates, removed specific server FQDN reference in Section 5.6.