Checklist

1. Download the latest version: UC Analytics / AlwinPro UC Edition: https://www.aurenz.de/de/support/downloads.html
2. Microsoft Windows Server 2016 or newer with current patch level (more here:  Systemvoraussetzungen / Mindestanforderungen)
3. Prepare the UC system
   See system-specific connection descriptions (Anforderungen zur Anbindung UC-Analytics an das Kommunikations-System)
4. Are there enough licences available? (Lizenzmodell)
5. Are the required Network carrier tariffs available? (Netzanbieter):  https://www.aurenz.de/de/support/netzanbieter.html
6. Sufficient authorisation for the implementation in your infrastructure (Benötigte Berechtigungen, Anlegen von Dienste-Benutzerkonten)
   1. Administrative user account for installation
   2. Creation of service accounts on the UC Analytics server
   3. Access via SMTP to the mail server (with or without authentication)

 
Fig. 1 - Web Suite

UC-Analytics and AlwinPro UC-Edition: Overview

Differentiation of the modules:

AlwinPro UC-Edition
The AlwinPro UC-Edition software includes accounting and billing reports in list form. It does not contain any graphical analyses or statistics.

• Accounting and billing of costs for communication data
• Accounting and billing of working time costs
• Accounting and billing of equipment costs
• Accounting and billing of IT services
• Allocation of costs according to source
• Accounting for internal purposes or in case of service providers

UC-Analytics by aurenz

UC-Analytics consists of the accounting module AlwinPro UC-Edition and additionally graphical statistics which support:

• General reports of enterprise communication
• Time on the phone of individual extensions or groups
• Average waiting times / ringing duration
• Statistics regarding service quality of
• hunt group and
• call queues
• group of extensions
• Tools for process optimisation and resource planning

Figure 2 - WebSuite with Dashboard

aurenz Software and Data Protection

Aurenz software was from the very beginning developed to suit the current data protection regulations. The software offers a wide range of options and reporting variants, in all areas, to guarantee that the desired level of data protection is achieved.

GDPR - The most important facts
The 25th of May 2018 was due date, the GDPR (EU General Data Protection Regulation) came into force. The introduction of the GDPR establishes a unified legal framework for data protection in Europe. The goal is to establish uniform rules for those who store and process data. Due to the considerable fines that can be imposed, companies are currently investing a lot in data protection in order to be on the safe side.

The aurenz products have been adapted in accordance with the GDPR as of the release 10.4.03.

• Automatic data deletion: The deletion periods of the communication data can be defined individually for different groups of people. The system will automatically delete data.

• Right to erasure: Personal call data can be completely deleted at any time on the request of the person concerned. If data is deleted, this is registered in the programme.

• Information to be provided: The GDPR report allows the system to issue information on which data has been stored and for how long.
• Data portability: The stored personal data can be made available for the individual concerned at any time. Via a system-provided web portal, the data subject can retrieve his or her data and download it as a PDF or CSV file.

• Encryption: All data, i.e. call data and configuration data, is always stored encrypted according to the current security standards. It is not possible to access the data externally, only from within the programme.

Requirements for connecting UC-Analytics to the communication system

Connection descriptions

We provide information on the specific configuration, special features and setting variants for the most common communication systems. You will find them in the software download and in the program directory in the directory "Anbindung an Telefonanlagen\en".  You can also find the latest versions of the connection descriptions here: aurenz Wiki

Connection of several communication systems to UCA

In general, several communication systems can be connected to the aurenz software. The data from different systems must be collected or imported one after the other. The data from several systems must be clearly identifiable for cost allocation or useful reports. E.g. in that case, not only extension IDs such as part of numbers should be used for identification, but the entire call number in E.164 format.

Licence model

Menu bar: ? / Info about ...

The licence model is based on extensions (Ext.) (analogue, physical and virtual extension) for which the applied communication system provides data for reports. Which data is to be relevant for reports and/or analyses, all or only certain, can be controlled by either the communication system itself or by the aurenz software. This is important because, depending on the communication system, it is not always possible to recognise whether the data records represent internal or external Ext. If external extensions are counted as relevant they may cause a licence overflow. Information on the licensed and used extensions can be found in the UC-Analytics or in the AlwinPro programme window in the menu "?" under "Info about ...".

Important licensing terms

• Relevant Extensions (ext.): Designate the extensions to be considered in the reports. In the standard, the number of licensed extensions can be defined and in addition a maximum of the same number of extensions can be ignored. Example: 500 licensed ext. = 500 relevant ext. + max. 500 ext. to be ignored.
• Online license activation: Aurenz software online activation is the simplest form of licence activation. The request is sent to the web server service.aurenz.de.
• Serial Number: This identifies your software uniquely. The serial number is also required for all technical and sales enquiries with the manufacturer / partner.
• License Key: Contains the range of functions and number of licences for your aurenz product. The license key is included in the delivery.
• Activation code: If online activation of your aurenz product is not possible for technical or organisational reasons, manual activation (by telephone or e-mail) can be carried out alternatively. You will receive an activation code that activates your product for a maximum of 12 months or according to the duration of your software assurance. Before expiration, the manual activation should be carried out again.

Too less licensing, what happens?

If the aurenz licences (number of extension) are set too low, a so-called classifier overflow occurs. In this case, the existing classifiers (e.g. extension) continue to be supplied with the imported data, but data according to additional new classifiers will not be stored in the database. The data records of the “overflowing” classifiers are stored in the file OverflowTel-X.log, which you will find in the installation directory of the aurenz software. Before a classifier overflow occurs, you will be notified. This notification is generated when 95% of all licences have been used up.

Alternative licence model: Flex licence

In addition to licensing based on the total number of extensions, there is an alternative licensing, the flex licence, which allows only a certain number of extensions to be evaluated, regardless of the total number. In this case, only the subscribers (extensions) that have been explicitly created in the organisation chart can be evaluated. The technical aspect of the program prevents the creation of more subscribers in the organisational chart than have been licensed via the flex licence. A big difference to regular licensing is that there is no licence overflow and therefore data is no longer captured by the system. By the flex licence, all data are stored, but probably not all subscribers can be evaluated.  

Preparatory tasks and notes for the installation

Connection to the communication system

UC-Analytics, like AlwinPro UC-Edition, relies on data from a communication system such as your telephone or UC system. Based on the connection descriptions, it must be verified in advance whether all requirements for the connection are met. If you have any questions about this, please contact your relevant service provider.

System requirements / minimum requirements

UC-Analytics and AlwinPro UC-Edition can be installed on a suitable server (for test purposes also a PC). The following minimum requirements shall apply as orientation values for the planning and supply of the corresponding hardware. These minimum requirements depend on the volume of data to be processed or the volume of calls as well as the desired processing and report performance. Rule of thumb for memory requirements: 100,000 data records correspond to approx. 100 MB. You can also find the current minimum requirements in our aurenz Wiki

Virtualisation

If the software solutions are operated in a virtualised environment, the same minimum requirements apply to the virtual machine. The above mentioned resources must be reserved for the respective software solution. The necessary hardware is not part of the scope of delivery from aurenz GmbH. If required, please contact your responsible ICT dealer for a quotation.

Required authorizations and user rights

Administrative rights are required for the installation. With Windows UAC activated, run the setup via the context menu "as administrator". Depending on the environment, permissions are required for optional access to network resources such as shares or print servers. No special authorizations are required to run and use the aurenz software.

An exception is the activation of a trial licence or a change of the license key- for this, the program uca.exe must be started "as administrator".

If special security guidelines apply to the Microsoft Windows operating system or to the network infrastructure in general, further settings and authorizations may be necessary.

Creating service user accounts

The UC-Analytics and AlwinPro UC-Edition program modules Data Collector, Report-Server and Web Suite must be set up as Windows system services.

For this purpose, we recommend setting up a separate user account, e.g. "UCA service". If the services are to access resources of other systems in the domain, it is recommended to create a domain user account- otherwise a local user account is sufficient. This account requires administrative rights. We recommend activating the option "password never expires". The account automatically receives the authorization "start as service" during the installation of UC-Analytics/AlwinPro UC-Edition. If special security guidelines apply to the Microsoft Windows operating system or to the network infrastructure in general, further settings and authorizations may be necessary.

Summary:

• Create user account locally or in domain - e.g. "UCA service
• Set option "password never expires”
• Add the created user account to the local group "Administrators“
• Authorization "start as service" (will be automatically set by the setup routine).

Organisation chart

The organisation chart enables targeted reports based on the hierarchical structure of the company or organisation, individual departments as well as teams in the form of a hierarchical tree structure. Up to seven hierarchical levels are supported. These nodes can represent the locations, cost centres, departments, subscribers.... of the company. Different classifiers can be assigned to each subscriber, according to which the individual connections are assigned. If a data record couln't be assigned to a subscribe because the clasifier doesn't exist on any of the subscribers, each of these classifiers is added automaticaly as an entry wihtin the organisation chart node other. This ensures that no call record gets lost, even if their classifier is not yet assigned to a subscriber.

The organisation chart can be created manually, by importing from a text file (CSV) or by matching with a directory service via LDAP (e.g. Microsoft Active Directory) or via XIE (HiPath Manager).

If it is a flex licensed system, only so many extensions can be created in the organisation chart, as are specified in the flex license. The other extensions end up in the system folder "other" and cannot be evaluated.

User SUPERUSER

When installing the aurenz software, the user SUPERUSER is always created. Optionally, another user with limited access rights can be created during installation. The SUPERUSER user has access to all programme functions and can set up additional users if required. A password for the created users can be assigned in the installation wizard (or later in the user management). Additional users can be created after installation if required.

Network Carrier

In order to be able to correctly calculate the call costs incurred right from the start, the aurenz software needs information about the network carrier's tariffs. This information must be available in a <network provider>.ini. The most common ones can be found on our homepage www.aurenz.de and can be requested from us free of charge. If individual tariffs are used, a new <network provider>.ini must be created. Aurenz GmbH offers the service of creating this customised <network provider>.ini for a fee. For this, complete and detailed tariff information is necessary.

Depending on which network carrier is used for calls, this must be configured. Consider the following variants:

• All calls are made via one single network carrier
• The telephone trunk is connected to one network carrier via preselection. However, all local calls are made via another network carrier.
• Many calls are made via call-by-call

Setting Tariffs

Every telephone call costs money. On the one hand, the connection costs from the network carrier and, on the other hand, the costs that are indirectly incurred during the call. This is rent/lease/purchase of hardware and software, line rental, service costs, working time, and so on. In order to allocate these costs to calls, basic charges, working time or devices, you must define so-called tariff packages and assign them to each individual subscriber.

Data protection packages and retention of communication data

To ensure data protection when handling personal call data, UC-Analytics and AlwinPro UC offer data protection packages. In the delivery state, the standard data protection package is assigned to each subscriber.

Settings of the standard data protection package:

• Dienstgespräche und Projektgespräche: Die Informationen zu Gesprächsdauer, Ortsname, Uhrzeit, Rufnummer werden vollständig wiedergegeben.
• Business calls and project calls: The information on call duration, location name, time, call number is stored and dispayed in full.
• Privatgespräche und PIN-Gespräche: Die Informationen zu Gesprächsdauer, Ortsname, Uhrzeit werden vollständig wiedergegeben. Bei der Rufnummer werden die letzten fünf Stellen maskiert.
• Private calls and PIN calls: The information on call duration, location name, time is stored and dispayed. The last five digits of the phone number are masked.

Depending on the company's data protection requirements, individual data protection packages can be created and assigned to the subscribers. The call details can be displayed completely or masked, as well as deleted. Also relevant from a data protection perpective is how long call data may be retained. Please note that there may be different storage periods for business (and project) as well as private (and PIN) calls. Deleted information can no longer be restored. Discuss data protection in detail with the authorities responsible and observe the requirements of the works council / data protection officer / company doctors / advice centres.

Firewall and Co

In order to guarantee a reliable running of the aurenz software, solid communication in the network must be ensured via certain network ports. Below: an overview of the most common used ports and protocols.